“They (customers) don’t want quarter-inch bits. They want quarter-inch holes.”
As alluded to in McGinneva’s quote above, OSS are only a means to an end.
A customer doesn’t want a Performance Management tool. They want to ensure their network is performing efficiently and reliably. If a better approach comes along, there might no longer be a need for the traditional Performance Manager tool.
Your OSS might have lots of features, but what is the essence of what the customers or users really need?
As a starting point, remove the concept of features and ask the question, “What can a business case be built around?”
Examples might include the ability to:
- Get new products to market faster than competitors
- Turn on customer services faster than present (and/or faster than competitors)
- Improve operational quality (eg designs), or more importantly, reduce re-work
- Accurately understand resource utilisation to improve capital efficiency
- Detect and resolve problems faster
- Develop new revenue streams through novel approaches
- Improve brand value and recognition via methods such as improved reliability
- Reduce operational expense
- Increase NPS (Net Promoter Score) or other customer relationship metrics