There are so many actions that could be automated by / with / in our OSS. It can be hard to know where to start can’t it? One approach is to look at where the largest amounts of manual effort is being expended by operators. Another way is to employ the “paint the fence” analogy.
When envisaging fulfilment workflows, it’s easiest to picture actions that start with a customer and wipe down through the OSS / BSS stack.
When envisaging assurance workflows, it’s easiest to picture actions that start in the network and wipe up through the OSS / BSS stack.
Of course there are exceptions to these rules, but to go a step further, wipe down = revenue, wipe up = costs. We want to optimise both through automation of course.
Like ensuring paint coverage when painting a fence, OSS automation has the potential to best improve Customer Experience coverage when we use brushstrokes down and up.
On the downstroke, it’s through faster service activations, quotes, response times, etc. On the upstroke, it’s through network reliability (downtime reduction), preventative maintenance, expedited notifications, etc.
You’ll notice that these are indicators that are favourable to the customers. I’m sure it won’t take much sluething to see the association to trailing metrics that are favourable to the network operators though right?Read the Passionate About OSS Blog for more or Subscribe to the Passionate About OSS Blog by Email