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Vdocuments - MX - TM Forum Poster Business Process Framework Frameworx 13 PDF
Vdocuments - MX - TM Forum Poster Business Process Framework Frameworx 13 PDF
Vdocuments - MX - TM Forum Poster Business Process Framework Frameworx 13 PDF
PRODUCT & OFFER DEVELOPMENT & RETIREMENT MARKETING FULFILLMENT RESPONSE CUSTOMER INTERFACE MANAGEMENT BILL INVOICE MANAGEMENT
MARKET STRATEGY & POLICY PRODUCT & OFFER CAPABILITY DELIVERY CRM SUPPORT & READINESS
• Gather & Analyze New Product Ideas • Issue & Distribute • Manage Contact • Analyze & Report on Customer • Apply Pricing, Discounting, Adjustments & Rebates
• Gather & Analyze Market Information • Define Product Capability Requirements • Support Customer Interface Management
MARKETING & OFFER MANAGEMENT
SERVICE MANAGEMENT
& OPERATIONS
• Gather & Analyze Service Information • Map & Analyze Service Requirements • Gather & Analyze New Service Ideas • Manage Service Inventory • Design Solution • Diagnose Service Problem • Mediate Service Usage Records
• Manage Service Research • Capture Service Capability Shortfalls • Assess Performance of Existing Services • Enable Service Configuration & Activation • Allocate Specific Service Parameters to Services • Correct & Resolve Service Problem • Report Service Usage Records
• Establish Service Strategy & Goals • Gain Service Capability Investment Approval • Develop New Service Business Proposal • Support Service Problem Management • Track & Manage Service Provisioning • Track & Manage Service Problem • Guide Resource Usage Records
• Define Service Support Strategies • Design Service Capabilities • Develop Detailed Service Specifications • Enable Service Quality Management • Implement & Configure & Activate Service • Close Service Trouble Report
• Produce Service Business Plans • Enable Service Support & Operations • Manage Service Development • Support Service & Specific Instance Rating • Test Service End-to-End • Survey & Analyze Service Problem
• Develop Service Partnership Requirements • Manage Service Capability Delivery • Manage Service Deployment • Issue Service Orders • Report Service Problem
• Gain Enterprise Commitment to Service Strategies • Manage Handover to Service Operations • Manage Service Exit • Report Service Provisioning
SERVICE QUALITY MANAGEMENT
• Close Service Order
• Monitor Srvc Quality • Track & Manage
• Recover Service
• Analyze Srvc Quality Srvc Quality
• Improve Srvc Quality Perf Resolution
• Report Srvc Quality Perf • Close Service Perf
• Create Service Perf Degradation Report
Degradation Report
RESOURCE STRATEGY & PLANNING RESOURCE CAPABILITY DELIVERY RESOURCE DEVELOPMENT & RETIREMENT RESOURCE PROVISIONING RESOURCE MEDIATION & REPORTING
• Gather & Analyze Resource Information • Map & Analyze Resource Requirements • Gather & Analyze New Resource Ideas • Enable Resource Provisioning • Allocate & Install Resource • Survey & Analyze Rsrc Tbl • Report Rsrc Tbl • Mediate Resource Usage Records
• Enable Resource Performance Management • Localize Rsrc Tbl • Close Rsrc Tbl Report
• Manage Resource Research • Capture Resource Capability Shortfalls • Assess Performance of Existing Resources • Configure & Activate Resource • Report Resource Usage Records
• Establish Resource Strategy & Architecture • Gain Resource Capability Investment Approval • Develop New Resource Business Proposal • Support Resource Trouble Management • Test Resource • Correct & Recover Rsrc Tbl • Create Rsrc Tbl Rprt
• Define Resource Support Strategies • Design Resource Capabilities • Develop Detailed Resource Specifications • Enable Resource Data Collection & Distribution • Track & Manage Resource Provisioning • Track & Manage Rsrc Tbl
• Produce Resource Business Plans • Enable Resource Support & Operations • Manage Resource Development • Manage Resource Inventory • Report Resource Provisioning
• Manage Logistics RESOURCE PERFORMANCE MANAGEMENT
• Develop Resource Partnership Requirements • Manage Resource Capability Delivery • Manage Resource Deployment • Close Resource Order
• Monitor Rsrc Perf • Create Rsrc Perf
• Gain Enterprise Commitment to Resource Plans • Manage Handover to Resource Operations • Manage Resource Exit • Issue Resource Orders
WORKFORCE MANAGEMENT • Analyze Rsrc Perf Degradation Rprt
• Recover Resource
• Administer and Configure Workforce Management • Control Rsrc Perf • Track & Manage
• Manage Work Order Lifecycle • Report Rsrc Perf Rsrc Perf Resolution
• Mange Schedules and Appointments • Close Rsrc Perf Degradation Rprt
• Plan and Forecast Workforce Management
• Report Workforce Management RESOURCE DATA COLLECTION & DISTRIBUTION • Process Management and Security • Distribute Management and • Audit and Security Data
• Collect Management and Security Information & Data Information & Data Security Information & Data Collection & Distribution
RELATIONSHIP MANAGEMENT
SUPPLY CHAIN DEVELOPMENT
SUPPLIER/PARTNER
& MANAGEMENT
SUPPLY CHAIN STRATEGY & PLANNING SUPPLY CHAIN CAPABILITY DELIVERY SUPPLY CHAIN DEVELOPMENT & CHANGE MANAGEMENT S/PRM SUPPORT & READINESS S/P REQUISITION MANAGEMENT S/P PROBLEM REPORTING & MANAGEMENT S/P SETTLEMENTS & PAYMENTS MANAGEMENT
• Gather & Analyze Supply Chain Information • Determine the Sourcing Requirements • Manage Supplier/Partner Engagement • Support S/P Requisition Management • Select Supplier/Partner • Initiate S/P Problem Report • Manage Account
• Establish Supply Chain Strategy & Goals • Determine Potential Suppliers/Partners • Manage Supply Chain Contract Variation • Support S/P Problem Reporting & Management • Determine S/P Pre-Requisition Feasibility • Receive S/P Problem Report • Receive & Assess Invoice
• Define Supply Chain Support Strategies • Manage the Tender Process • Manage Supplier/Partner Termination • Support S/P Performance Management • Track & Manage S/P Requisition • Track & Manage S/P Problem Resolution • Negotiate & Approve Invoice
• Produce Supply Chain Business Plans • Gain Tender Decision Approval • Establish Supplier/ Partner Agreement • Support S/P Settlements & Payment • Receive & Accept S/P Requisition • Report S/P Problem Resolution • Issue Settlements Notice & Payment
• Gain Enterprise Commitment to Supply • Negotiate Commercial Arrangements • Terminate Supplier/ Partner Agreement Management • Initiate S/P Requisition Order • Close S/P Problem Report
Chain Plans • Gain Approval for Commercial Arrangements • Support S/P Interface Management • Report S/P Requisition
• Manage Supplier/Partner Inventory • Close S/P Requisition Order S/P PERFORMANCE MANAGEMENT
• Recover S/P Product (Service/ Resource) • Monitor & Control S/P Service Performance
S/P (SOURCED) CAPABILITY DEVELOPMENT & RETIREMENT • Track & Manage S/P Performance Resolution
• On-board Supplier/ Partner Capability • Report S/P Performance
• Initiate S/P Performance Degradation Report
• Close S/P Performance Degradation Report
ENTERPRISE MANAGEMENT
STRATEGIC & ENTERPRISE PLANNING ENTERPRISE RISK MANAGEMENT ENTERPRISE EFFECTIVENESS MANAGEMENT KNOWLEDGE & RESEARCH MANAGEMENT
For the Business Process Framework (eTOM) processes definitions please refer to TM Forum document GB921D v 13 . The complete eTOM documentation is available at www.tmforum.org. An electronic copy is available at http://www.amdocs.com/ posters | Business Process Framework 13 Poster design © Amdocs. Business Process Framework content © TeleManagement Forum 2013