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CUSTOMER SOLUTION PROCESS (CSP) RELATED
PRODUCTS/SERVICES

SOLUTION PROVISION & MANAGEMENT PROCESS
FOR LAN Connect




:

                      Document Number: ITSD- 69320
                      Revision Number: 01.000
 OSS/IT                                           LAN Connect                           (Security Class)


DOCUMENT INFORMATION

Document Title                     : LAN Connect

Document Number                    : ITSD-69320

Revision Number                    : 01.000

Author(s)                          : Gerrit Harmse

Date Written                       : 2005-02-04

Date Revised                       :

Status                             : Approved

Project Name                       : BPIM

Project ID                         :

 TEMPLATE INFORMATION (For Controllers’ Use Only)

 Template Identification               : ITSD/OSS-00030

 Template Revision Number              : 01.000



DOCUMENT AUTHORISATION                                                            VERSION 01.000


Approved By (Sign)                                               Signed
                                                          Kenny Dunstan Smee
Name (Capacity)                               Senior Manager: Business Process Management


Date Approved                                                   2005-09-07




Document Number: ITSD-69320      Proprietary & Confidential Company Information                  Page i
Rev No. 01.000 Active
 OSS/IT                                                    LAN Connect                           (Security Class)



                   BPIM CHANGE DOCUMENT NOTIFICATION
                         (For document maintenance)


 Web Address
 Name
                   The applicable changes to the document are indicated in blue
 Document Number:                                             Version: 01.000
 Changed requested by:
 Changes validated by:
 Benefit of change(s)




 Implementation date: 2005/103/08                                     Author: G.Harmse
 Section: Business Process Improvement & Management                   Domain: OSS



REVISION SUMMARY

 Rev. No.                     Section Affected          Pages Affected               Approval Date




STAKEHOLDERS ACCEPTANCE                                                                          VERSION

 Name                         Title                            Date                      Signed RTS
 Althon Beukes                Executive: ITS                        08/072005                   Yes
 Andrew Hadley                Executive: Network Centre            02/09/2005                   Yes
                              Operations
 Arnold van Huyssteen         Executive: Marketing                 11/07/2005                   Yes
                              (Product Management
                              Corporate Segment)
 Casper Kondo                 Executive: National Credit           19/04/2005                   Yes
 Chihaka                      Management
 Craig Lovett                 Executive: Telkom                    20/06/2005                   Yes
                              Programme Management
 Danie Scholtz                Senior Manager: NFO –                18/04/2005                   Yes
                              DAS
 Firdous Jacobs               Executive: NSM                       01/09/2005                   Yes
 Gallie Myburgh               Senior Manager: TPD                  19/04/2005                   Yes

Document Number: ITSD-69320             Proprietary & Confidential Company Information                    Page ii
Rev No. 01.000 Active
 OSS/IT                                                  LAN Connect                      (Security Class)



 Gary Anderson                Senior Specialist: Global           17/03/2005             Yes
                              Accounts
 George Jones                 Senior Manager Specialist           18/04/2005             Yes
                              Sales Support
 Graeme Allan (GJ)            Executive: Network Field            15/04/2005             Yes
                              Operations
 Harald Ruck                  Senior Manager: SDPM                18/04/2005             Yes
 Johan van Dalen              Senior Manager: National            10/03/2005             Yes
                              Operations
 Johann Henning               Executive: Global Markets           07/07/2005             Yes
 Jozef Myburgh                Senior Manager: Complex             10/03/2005             Yes
                              Commercial
 Justin Ramayia               Executive: Network                  17/05/2005             Yes
                              Service Management
 Kim Pollock                  Senior Manager: Telkom              20/06/2005             Yes
                              Programme Management
 Leisel Ramjoo                Executive: Network Centre           04/07/2005             Yes
                              Operations
 Louis Greyling               Senior Manager: National            15/04/2005             Yes
                              Value Added Services
 Marius Mostert               Executive: TDI                      08/03/2005             Yes
 Mark Mack                    Senior Manager: Network             06/05/2005             Yes
                              Service Management
                              Senior Manager: Corporate           19/04/2005             Yes
 Marnus Kok
                              Products

 Mel Lachenicht               Executive:                          19/04/2005             Yes
                              Telkom Business Solutions
 Pam Naidoo                   Specialist: Corporate               19/04/2005             Yes
                              Products
 Peter Reintges               Senior Manager: CNO                 09/05/2005             Yes
 Pierre Marais                Executive: Business Sales           02/09/2005             Yes
                              (B&G)
 Rikus Matthyser (HA          Executive: Telkom                   06/09/2005             Yes
                              Business Integrated
                              Service
                              Executive:                          19/04/2005             Yes
 Rob Cowley                   Operations & Support
                              (B&G)
                              Manager: Credit                     19/04/2005             Yes
 Sharnie O’Brien
                              Management

 Steve Lewis                  Executive: TPD                      16/03/2005             Yes
 Steve Withers                Senior Manager: NSM                 17/03/2005             Yes
 Steven Hayward (SB)          Executive: Corporate And            19/04/2005             Yes
                              Key Markets
 Tom Davis                    Senior Manager: Telkom              17/03/2005             Yes
                              Business Solutions
 Zethembe Khoza (ZW           Executive: Complex                  15/03/2005             Yes
                              Commercial



DISTRIBUTION INSTRUCTIONS

Document Number: ITSD-69320             Proprietary & Confidential Company Information            Page iii
Rev No. 01.000 Active
 OSS/IT                                               LAN Connect                    (Security Class)



 Gary Anderson – Senior Specialist: Global Accounts
 George Jones – Senior Manager: Specialist Sales Support Telkom Business Integrated Services
 John Myers - Senior Manager: Market & Channel Development TBIS
 Josef Myburgh– Senior Manager: Complex Commercial
 Kim Pollock: Senior Manager: Telkom Programme Management
 Louis Greyling – Senior Manager: National Value Added Services
 Mark Mack – Senior Manager: Service Management
 Neels Mans – Manager: Financial Systems Functional Support
 Nesta van Niekerk – Specialist: NIP BRS
 Nola Dlamini – Senior Specialist: Network Strategy
 Pam Naidoo – Specialist: Product Management
 Russell Achterberg – Senior Specialist: Network Strategy
 Sharnie O’brien – Manager: Cred Man Pol, Proc & Projects
 Sharon Maasdorp - Senior Manager: Corporate Products
 Steve Withers – Senior Manager: NSM
 Tertuis Muller: Senior Manager: Complex Commercial
 Tim Munnik – Senior Manager: Corporate Products
 Tom Davis – Senior Manager: Telkom Business Solutions
 Wouter Kirstein – Snr Manager Nat Sales Supp & Admin(B&G)
 Zimasa Maphosa – Manager Complex Commercial




Document Number: ITSD-69320         Proprietary & Confidential Company Information           Page iv
Rev No. 01.000 Active
 OSS/IT                                                                    LAN Connect                                               (Security Class)


Table of Contents

1.        LIST OF ABBREVIATIONS AND DEFINITIONS USED IN THIS DOCUMENT ...................... 7
1.1       Abbreviations ........................................................................................................................... 7
1.2       Definitions ................................................................................................................................ 7
1.        INTRODUCTION...................................................................................................................... 8
2.        SCOPE..................................................................................................................................... 8
3.        REFERENCE DOCUMENTATION .......................................................................................... 8
4.        TRACEABILITY........................................................................................................................ 9
5.        TARGET AUDIENCE ............................................................................................................... 9
6.        TARGET MARKET:.................................................................................................................. 9
7.        BUSINESS RULES .................................................................................................................. 9
8.        CREDIT MANAGEMENT ......................................................................................................... 9
9.        CUSTOMER SOLUTION PROCESS .................................................................................... 10
10.       QUALIFY PROSPECT ........................................................................................................... 10
10.1      Identify Opportunity ................................................................................................................ 10
10.2      Qualify Opportunity ................................................................................................................ 10
11.       ANALYSE REQUIREMENTS ................................................................................................ 10
11.1      Determine Customer Requirements Definition (CRD) ........................................................... 10
11.2      Obtain Customer Sign-off on CRD......................................................................................... 10
12.       DEVELOP PROPOSAL ......................................................................................................... 11
12.1      Propose Solution Design Elements ....................................................................................... 11
12.2      Consolidate Solution Design Elements.................................................................................. 11
12.3      Determine Total Solution Design Pricing ............................................................................... 11
12.4      Compile Total Solution Proposal............................................................................................ 11
12.5      Obtain Customer acceptance of total solution proposal ........................................................ 11
13.       GENERATE CONTRACT ...................................................................................................... 11
13.1      Compile Contract ................................................................................................................... 11
13.2      Negotiate Contract ................................................................................................................. 11
13.3      Record and Lodge Contract................................................................................................... 11
14.       IMPLEMENT SOLUTION....................................................................................................... 11
14.1      Process Order ........................................................................................................................ 11
14.2      Solution Role-Out................................................................................................................... 12
14.3      Obtain Completion Certificates .............................................................................................. 12
14.4      Final Update of Systems ........................................................................................................ 12
15.       MANAGE SERVICE (SERVICE ASSURANCE) .................................................................... 12
15.1      Operate Solution .................................................................................................................... 12
16.       MANAGE CONTRACT........................................................................................................... 12
16.1      Initiate Billing .......................................................................................................................... 12
16.2      Close-out................................................................................................................................ 13
16.3      Change Control ...................................................................................................................... 13
17.       ROLES AND RESPONSIBILITIES (RACI CHART)............................................................... 13

Document Number: ITSD-69320                        Proprietary & Confidential Company Information                                               Page v
Rev No. 01.000 Active
 OSS/IT                                                           LAN Connect                                      (Security Class)


18.       ACKNOWLEDGEMENTS ...................................................................................................... 13
APPENDIX 1: DOCUMENT REVIEW TRACKING SHEET ................................................................. 14




Document Number: ITSD-69320                  Proprietary & Confidential Company Information                                 Page vi
Rev No. 01.000 Active
OSS/ITS                       BUSINESS PROCESS FOR LAN CONNECT


1.           LIST OF ABBREVIATIONS AND DEFINITIONS USED IN THIS DOCUMENT
1.1          Abbreviations

              Abbreviation           Description
              AM                     Account Manager
              BCC                    Business Call Centre
              BSC                    Business Solution Consultant
              CAM                    Corporate Account Manager
              CCC                    Corporate Call Centre
              CNC                    Customer Network Care
              CPC                    Circuit Provisioning Centre
              CRD                    Customer Requirement Definition
              CSB                    Customer Service Branch
              CSP                    Customer Solution Process
              DNDE                   Data Network Design Engineering
              GAM                    Government Account Manager
              MRI                    Minimum Required Information
              NCC                    Network Customer Care
              NIP                    Network Infrastructure Provisioning
              NSM                    Network Service Management
              NSM DAS                Network Service Management – Data and Advanced
                                     Services
              NVAS                   National Value Added Services
              RNE                    Regional Network Engineering
              SDPM                   Specific Design Project Management
              SI                     System Integrator
              SM                     Service Manager
              SME                    Subject Matter Expert
              SPOC                   Single Point of Contact
              TBIS                   Telkom Business Integrated Services
              TBIS SS                Telkom Business Integrated Services Specialist Sales
              TBS                    Telkom Business Solutions
              TPD                    Technical Product Development
              TPM                    Telkom Programme Management
              TSI                    Technology Strategy Integration
              NFO-DAS                Network Field Operations: Data and Advanced Services




1.2          Definitions

              Terminology            Description

Document No: ITSD-69320
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OSS/ITS                               BUSINESS PROCESS FOR LAN CONNECT




Customer Solution Process (CSP) Related Product And Services:

Solution Provision & Management process for LAN Connect
1.           INTRODUCTION
             As business applications become more bandwidth intensive, the need for cost effective and
             high-speed communication across a wide geographical area becomes an ever-increasing
             challenge to network service providers.

             Telkom’s LAN Connect service is intended to employ existing access technologies to deliver a
             cost effective, resilient and reliable LAN interconnect service. By offering the service
             independent of the access medium and off existing networking platforms, the cost to the
             customer is substantially reduced and the need for capital investment in infrastructure is
             minimised. In addition, complementary value added services such Customer Network Care
             (CNC) and Telkom LAN Care, can be integrated with the LAN Connect service to offer the
             customer peace of mind and allowing them to focus on their core business.

             Given the high bandwidths available i.e. 64Kbps to Gigabits, the LAN Connect service is ideally
             suited for bursty traffic such as multimedia applications and where access to a central server
             across a wide geographical area is required. This presents the customer with a perfect solution
             to access a Disaster Recovery site without the compromise in delays or downtimes.

             Market research, undertaken by the BMI-Tec knowledge Group in 1999, has indicated a very
             strong need for cost effective bandwidth provisioning that:

             •    Is protocol and technology independent
             •    Covers a wide geographical presence
             •    Minimises current network costs
             •    Provides service assurance i.e. Quality of Service
             •    Is managed by skilled and qualified personnel

             The LAN Connect service now offers customers an end-to-end solution by delivering high
             bandwidth via Telkom’s Public Data Networks (PDNs). This will include the Terminal Connection
             Equipment (TCE), and the access medium i.e. via copper wire, optic fibre, or wireless
             communication


2.           SCOPE
             The document will cover the Customer Solution Process for LAN Connect.

3.           REFERENCE DOCUMENTATION
                 4.1 VAS      http://www.webfarm.telkom.co.za/Bookshelf_II/
                 Commercial
                 Process          •   Click on Public Document Search
                                  •   Insert E-Dox Doc. No. ITSD-029320
                              Select- Find document(s)
                 4.2          http://www.tns.telkom.co.za/qa/
                 Customer
                 Solution                  •      Select “Inventory”
                 Process                   •      Scroll down to Customer Solution Process
                                           •      Select “Go To”
                                           •      Click on required selection


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OSS/ITS                              BUSINESS PROCESS FOR LAN CONNECT


             NOTE: It is the responsibility of the user, of the process document, to inform BPIM of any
             Structural/System changes that could impact on the process and procedures, in order to
             ensure that the process document can be maintained.

4.           TRACEABILITY
             A soft copy of all the versions of this document, as well as a hard copy of the active document,
             is filed at the OSS Project Support Centre (PSC). The document is published on the Telkom
             Electronic Library at the following address: http://www.webfarm.telkom.co.za/Bookshelf_II/

5.           TARGET AUDIENCE
             •      AM/Sales
             •      SM
             •      TPM
             •      VAS Commercial
             •      NVAS
             •      Credit Management
             •      Sales Support
             •      NSM DAS
             •      NCC
             •      Call Centre’s – for information only.
             •      CSB’s –for information only.
             •      TBIS
             •      TBS
             •      SDPM
             •      TPD
             •      TSI
             •      NFO-DAS
             •      Marketing Finance
             •      Marketing
             •      Product Development
             •      RNE
             •      NIP (Note: RNE, TDPS, TSI, SDPM, SI and Prep Centre are part of NIP).
             •      NCO

6.           TARGET MARKET:
             •      Corporate.
             •      Global.
             •      Key Accounts
             •      Government Accounts.
             •      Business (Large)

7.           BUSINESS RULES
             •      Ordering of the service will only be done through the AM/GAM’s/SM and will always be
                    driven by “The Customer Solution Process”.
             •      The customer must sign a 1-year minimum contract with Telkom.
             •      The customer will pay any abortive cost incurred by Telkom if an order is cancelled or
                    modified.
             •      All the relevant information that is needed must be captured on the Project File/IP
                    Activator before it is handed over to VAS Commercial. The Project file must be completed
                    by a BSC from TBS.
             •      The contracts will be generated by the AM/Sales on Clarify and must be forward to the
                    VAS Commercial (Data) via Clarify (as an attachment).
             •      The customer will be billed on Clarify if a 21-day cycle is stipulated in the contract. If any
                    other option for payment is in the contract then NVAS will bill the customer.

8.           CREDIT MANAGEMENT
             Credit vetting for Customer Solution Process must be referred to Credit Management by Sales
             for the necessary Credit vetting and security to be determined. Contact details: ( 012)
             3114961or (012) 3114401
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OSS/ITS                                BUSINESS PROCESS FOR LAN CONNECT
             Depending on the customer segment Credit Management is also responsible for the following:
             Corporate
             Corporate Voice Collection Policies - Version 2
             Corporate Non-voice Collection Policies - Version 2
             Corporate Collections version 2 for voice and non-voice includes (Pre-suspension,
             Collection after suspension, and Collection after dismantlement and Refunds).
             Government
             Government Collections - Version 0.1
             ISMS
             Pre- Suspensions - Version 1
             Collections after suspensions and dismantlement - Version 1
             Refunds, miscellaneous receipts and payment reversals - Version 1
             Credit Note - Version 1
             Payment Allocations - Version 1
             TBIS
             Telkom Business Integration Services - Version 0.1
             Key Accounts
             Key account Voice- Version 2
             Key account non-voice- Version 2

9.           CUSTOMER SOLUTION PROCESS
             •      The Process for LAN Connect will be achieved by following the Customer Solution
                    Process (CSP). This document will indicate the Development, Implementation and
                    Management of the solution as per the CSP and any specific requirements.

             Note: The complete Customer Solution Process can be viewed on the web at:
             HTTP://WWW.TNS.TELKOM.CO.ZA/QA/
             •      Select “Inventory”
             •      Scroll down to Customer Solution Process
             •      Select “Go To”
             •      Select “ Level 3”


10.          QUALIFY PROSPECT
10.1         Identify Opportunity
             •      The customer will contact Telkom via:
             •      Any Call Centre must log an Opportunity to Business Sales on Clarify.
             •      Direct sales via the CAM, Account Managers or Service Manager.
10.2         Qualify Opportunity
             •      Sales will be responsible for qualifying the customer’s request and to do a business case.

11.          ANALYSE REQUIREMENTS
11.1         Determine Customer Requirements Definition (CRD)
             •      Sales must involve Telkom Business Solutions (TBS) to develop the CRD.
             •      TBS must compile the CRD.
             •      TBS must consult with TBIS SS with regards to the LAN design.
11.2         Obtain Customer Sign-off on CRD
             •      TBS must obtain customer approval on the CRD.
             •      The AM must engage Telkom Programme Management once the CRD is signed.

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OSS/ITS                              BUSINESS PROCESS FOR LAN CONNECT
12.          DEVELOP PROPOSAL
12.1         Propose Solution Design Elements
             •      TBS must propose solution elements (95% accuracy) or involve SDPM for concept
                    design and feasibility
             •      TBS engages Specific Design Project Management on an initial design proposal (To do
                    feasibility. If required SI is requested for design.
             •      SDPM must ensure that NIP provides a detail design which includes the management link
                    (RINP engages DNDE TMNet for management link feasibility design and costing).
             •      SDPM consolidates design and submits to Costing and Product Management/
                    Development
12.2         Consolidate Solution Design Elements
             •      TBS must consolidate solution elements
12.3         Determine Total Solution Design Pricing
             •      TBS must request the total solution pricing from Product Management.
12.4         Compile Total Solution Proposal
             •      The relevant stakeholders must sign off on the design to ensure technical feasibility and
                    that no elements are missing.
             •      SDPM will get sign-off from the SME’s.
             •      TBS must ensure that a review meeting is scheduled to obtain sign-off on the final
                    proposal before it is presented to the customer.
             •      AM/Sales must compile the total solution proposal document.
             •      The AM/Sales must engage the Proposal Centre to compile the total solution proposal
                    document.
12.5         Obtain Customer acceptance of total solution proposal
             •      The AM and TBS must obtain acceptance of the total solution proposal.
             •      The customer must sign the proposal.
             •      TBS must provide NVAS with the MRI document.
             •      The MRI document must be signed-off by TBS Senior manager.

13.          GENERATE CONTRACT
13.1         Compile Contract
             •      NVAS must request a contract from legal services.
             •      SLA Management to compile Version 1.0 of the Service Level Agreement.
13.2         Negotiate Contract
             •      The AM must negotiate the contract with the customer and obtain sign-off.
13.3         Record and Lodge Contract
             •      The AM must deliver the signed contract and relevant documentation to Sales Support
                    and the Customer.
             •      Sales Support must forward the original contract to NVAS for maintenance and safe
                    keeping of the contract.
             •      A copy must be kept by Sales Support (SS) to update sales and commission records.

14.          IMPLEMENT SOLUTION
14.1         Process Order
             •      TBS must update the Project file and attach to “Opportunity” on Clarify.
             •      TBS provide TPM with “Work Breakdown Structure”.
             •      TBS must send e-mail to VAS Commercial to inform that the contract is signed.
             •      VAS Commercial receives Project File to process order for LAN Connect. (Attached to
                    Opportunity).
             •      Update the Project file with LAN Connect order details.
             •      Dispatch order to CPC Design for LAN Connect.
             •      RINP must request DNDE TMNet to DO PLANNING FOR THE Management (links and
                    Router).
             •      DNDE TMNet populates IP Activator with the site information.
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OSS/ITS                             BUSINESS PROCESS FOR LAN CONNECT
             •      DNDE TMNet must request (via e-mail) VAS Com to serialise the management link and
                    Router. Copy SM with regards to the request.
             •      VAS Com must send an e-mail to DNDE TMNet to confirm that the management link was
                    serialised (Copy SM).
             •      Update the IP Activator with the Management Link and Router order details.
             •      Send an action item via Clarify to notify SM and TPM that the solution items have been
                    ordered.

14.1.1       The order number is automatically transferred from Clarify to ServAct, and becomes a
             service order (CD1).
             •      Router and Management link serials are routed to CPC Design.
14.2         Solution Role-Out
             •      NFO-DAS must install and commission the Router and Management link.
             •      Follow normal VPN Supreme process: VPN Supreme - Service Activation Procedure
                    (CNO-PR-IP0013) at:
                    http://www.webfarm.telkom.co.za/bookshelf_II/edp/EdoxPublic.asp?doc=CTO-004900
             •      NIP: RBMC must build and install the LAN Connect (Refer to RBMC Work Instruction).
             •      The System integrators must ensure that the total solution is integrated.
             •      MCN MIC must update the management systems.
14.3         Obtain Completion Certificates
             •      TPM must obtain the completion certificate from the customer.
14.4         Final Update of Systems
             •      The TPM Project Support office must inform VAS Commercial of completion date and
                    forward original solution acceptance certificate.
             •      VAS Commercial must update Clarify with the completion date and Put into Service (PIS).

15.          MANAGE SERVICE (SERVICE ASSURANCE)
             •      On completion of the project TPM must hand over the project to the AM/SM.
             •      The Service Manager takes over from the Programme Manager after the customer has
                    signed off the project and manages all necessary information regarding new services,
                    cancellations or changes.
             •      SM must inform NVAS to update contracts (normal NVAS process).
15.1         Operate Solution
15.1.1       Fault Reporting Process
             A number of processes already exist with the organisation and for the purpose of avoiding any
             duplication will be referred to from time to time.
             •     If the service is proactively managed the customer will log a fault at the MCN Helpdesk
                   (telephone number 0800 116161) if the fault was not proactively detected.
             •     MCN Helpdesk must log the fault on UniBase and it will be automatically routed to MCN.
             •     MCN - Network Controllers must follow the normal Work Instruction for MCN Surveillance
                   - Document number: WI-BE-0348 (CTO-006368)
             •     If it is an unmanaged service the customer must log a fault at the National Fault
                   Acceptance Centre (NFAC) telephone number 0800 113335. Refer to the MCN/NFAC
                    work instruction for the Activation and Assurance of IP Telephony: Document
                    Number: NSM-WI-DSS-0032, E-Dox System Number: CTO-006652.


16.          MANAGE CONTRACT
16.1         Initiate Billing
             •      NVAS will create a purchase order on SAP in the case where none standard pricing is
                    used, alternatively the billing is produced through FlexiBill if the customer accepts a
                    21day payment term.
             •      Debtors Management will release the invoice on the due date.
             •      NVAS also receives billing information from “COLD” and this information is compared to
                    the information on the contract.
             •      If the information is incorrect, the information is returned to the AM/BSC/SM to rectify.
Document No: ITSD-69320
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OSS/ITS                              BUSINESS PROCESS FOR LAN CONNECT
             •      If the information is correct, then NVAS must capture the information on a spreadsheet
                    and add the additional charges.
             •      This information is then forwarded to Revenue Management.
             •      Revenue Management reconciles the information with the Clarify report.
             •      If there are discrepancies, Revenue Management forwards the information to the VAS
                    Commercial section and or TPM to investigate and verify with the AM/SM/SS.
             •      VAS Commercial or TPM then corrects the information and forward update to NVAS.
             •      NVAS verifies and confirms the information and enter the information on SAP to
                    create/correct the customer’s account.
             •      If it is the customer’s first invoice, then NVAS must forward the invoice to the AM.
             •      The AM meets with the customer and verifies the information.
             •      The account is mailed to the customer.
16.2         Close-out
             •      TPM must conduct a close-out meeting
16.3         Change Control
16.3.1       Request for a Upgrade/Dismantlement/Special Requirements/Change
             •      During the implementation phase of the solution, TPM will obtain a Job Change Order
                    from the customer for any changes to the scope of the project.
             •      Once the initial project has been completed and handed over to Service Management –
                    all requests received must go to Sales. Sales must request the customer to complete the
                    change request form.

17.          ROLES AND RESPONSIBILITIES (RACI CHART)
             •      Select “Inventory”
             •      Scroll down to Customer Solution Process
             •      Select “Go To”
             •      Select “RACI”


18.          ACKNOWLEDGEMENTS
             The author would like to thank the following people for their contribution in compiling this
             document:
                 Name                              Capacity




                                          END OF DOCUMENT –




Document No: ITSD-69320
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OSS/ITS                              BUSINESS PROCESS FOR LAN CONNECT




APPENDIX 1: DOCUMENT REVIEW TRACKING SHEET


             It is of vital importance that all stakeholders indicate their disposition rating when completing
             the Review Tracking Sheet. The following ratings apply:
             •      Rating 1:    Agree with the content of the document with no input / comments
             •      Rating 2:     Agree with the content but recommends certain changes/inputs, which
                    are to be indicated in the Remarks column.
             •      Rating 3:    Do not agree at all – need to be discussed
                                                                                              Version 1

NAME                                   CAPACITY                                   RATING
Marnus Kok                             Senior Manager: Corporate                               1
                                       Markets
REMARKS:


NAME                                   CAPACITY                                   RATING
Pam Naidoo                             Specialist: Corporate Products                          1

REMARKS:


NAME                                   CAPACITY                                    RATING
Rikus Matthyser                        Executive: TBIS                                          1


REMARKS:


NAME                                   CAPACITY                                    RATING
Steven Hayward                         Executive: Corporate & Global                            1
                                       marketing
REMARKS:


NAME                                   CAPACITY                                    RATING
Zethembe Khoza                         Executive: Commercial BVS &                               1
                                       Matixl
REMARKS:


NAME                                   CAPACITY                                    RATING
Mel Lachenicht                         Executive: TBS                                           1
REMARKS:


NAME                                   CAPACITY                                    RATING
Johann Henning                         Executive: Global Accounts                               1
REMARKS:



Document No: ITSD-69320
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OSS/ITS                   BUSINESS PROCESS FOR LAN CONNECT


NAME                         CAPACITY                                    RATING
Craig Lovett                 Executive: Telkom Programme                          1
                             Management
REMARKS:


Name                         CAPACITY                                    RATING
Althon Beukes                Executive: ITS                                       1
REMARKS:


NAME                         CAPACITY                                    RATING
Graeme Allan                 Executive: NFO                                       1
REMARKS:


NAME                         CAPACITY                                    RATING
Arnold van Huyssteen         Executive: Corporate & Global                        1
                             Marketing
REMARKS:


NAME                         CAPACITY                                    RATING
Justin Ramayia               Executive: Service Management                        1
REMARKS:


NAME                         CAPACITY                                    RATING
Rob Cowley                   Executive: Operations and                            1
                             Support
REMARKS:


NAME                         CAPACITY                                    RATING
Casper Kondo Chihaka         Executive: National Credit                           1
                             Management
REMARKS:


NAME                        CAPACITY                                    RATING
Pierre Marais               Executive: Business Sales                             1
REMARKS:


NAME                        CAPACITY                                    RATING
Steve Lewis                 Executive: Network Operations                         1
REMARKS:


NAME                        CAPACITY                                    RATING
Marius Mostert              Executive: Technology Strategy                        1


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OSS/ITS                       BUSINESS PROCESS FOR LAN CONNECT


                                and Integration
REMARKS:


NAME                            CAPACITY                                    RATING
Steve Withers                   Senior Manager: NSM                                  2
REMARKS: Abbreviations, Target Audience (Changes done as suggested)


NAME                            CAPACITY                                    RATING
Mark Mack                       Senior Manager: NSM                                  1
REMARKS:


NAME                            CAPACITY                                    RATING
Kim Pollock                     Senior Manager: TPM                                  1
REMARKS:


NAME                            CAPACITY                                    RATING
Gary Anderson                   Senior Specialist: Global                            1
                                Accounts
REMARKS:


NAME                            CAPACITY                                    RATING
Louis Greyling                  Senior Manager: NVAS                                 1
REMARKS:


NAME                            CAPACITY                                    RATING
Jozef Myburgh                   Senior Manager: Complex                              1
                                Commercial
REMARKS:


NAME                            CAPACITY                                    RATING
Sharnie O’brien                 Manager: Credit Management                           1
REMARKS:


NAME                            CAPACITY                                    RATING
Tom Davis                       Senior Manager: TBS                                  1
REMARKS:


NAME                            CAPACITY                                    RATING
George Jones                    Senior Manager: TBIS                                 1
REMARKS:




Document No: ITSD-69320
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OSS/ITS                              BUSINESS PROCESS FOR LAN CONNECT


NAME                                  CAPACITY                                 RATING
Danie Scholtz                         Senior Manager: NFO:DAS                           1
REMARKS:


NAME                                  CAPACITY                                 RATING
Harald Ruck                           Senior Manager: SDPM                              1
REMARKS:


NAME                                  CAPACITY                                 RATING
Peter Reintges                        Senior Manager: CNO                               2
REMARKS: Layer 3 and 4 processes in MCN not aligned with BPI Process document. The technical
aspects of the work instructions need to be addressed. – Addressed by NNOC (Johan Venter)


NAME                                  CAPACITY                                 RATING
Firdous Jacobs                        Executive: NSM                                    1
REMARKS:


NAME                                  CAPACITY                                 RATING
Johan van Dalen                       Senior Manager: National                          1
                                      Operations
REMARKS:


NAME                                  CAPACITY                                 RATING
Gallie Myburgh                        Senior Manager: TPD                               1
REMARKS:


NAME                                  CAPACITY                                 RATING
Andrew Hadley                         Executive: Core Network                           1
                                      Operations
REMARKS:


NAME                                  CAPACITY                                 RATING
Leisel Ramjoo (LA)                    Executive: Core Network                           2
                                      Operations
REMARKS:
See Peter Reintjies remarks – same




Document No: ITSD-69320
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