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3 of 5 Sessions covering various areas of communication for globeOSS
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!MPACT! Communication
Facillitated by Karen Ann Lam
Layers of Knowledge
Unconscious Incompetence
Conscious Incompetence
Unconscious Competence
Conscious Competence
How did it come about?
Where did it come from/is it going?
What do you want specifically?
What is the purpose of this? Therefore?
Why do you want it this way?
And so?
Why is this so important?
What do you hope to achieve?
Types of Questions
Details
Opinions & Motivations
Types of Questions
Consequences
Causes
What are the possible causes?
What other angles are there to this?
Without these factors, would this happen?
What are the consequences?
What are the implications?
What do you predict could happen?
What elements play a role?
What are the direct and indirect contributors?
What factors influence this situation?Attributes
Viewpoints
Sequence ofEvents
Assumptions
1+1=?
How do the key players see this?What other perspectives could there be?Who are indirect parties influencing the outcome?
When did it happen?
What was happening before/during/after the incident?What is unique about the timing?
What in the scenario have I taken for granted? What are the physical, functional, operational, behavioural and strategic attributes that I haven’t verified?
Types of Questions
Begins with observation of
specific information, proceeding to draw
conclusions
Argument
Conclusion
Premise
Deductions
Begins with observation of
specific information, proceeding to draw
conclusions
Mobile operators will be in need of more value-added
services
Malaysia’s mobile penetration rate in 2009 was 100.8%
Need to develop more forecasting tools
Deductions
Begins with observation of
specific information, proceeding to draw
conclusions
Malaysia’s mobile penetration rate in 2009 was 100.8%
Need to develop more forecasting tools
Deductions
With customers having more than one phone, there will be demand for
more value-added services. Operators will be under pressure to preempt the next wave of services to stay competitive. One of these
services is forecasting to predict the next consumer trend.
The Wheel of Crucial Conversations
Admit & Question
own Feelings
Build Bridges
Express Appreciation
Acknowledge Autonomy
Recognise Value
Reconsider Other’s
Intentions
Gather Facts
Prepare to Engage
WordComm Training & Consultancy !MPACT! Presentation
The 6 Principles of !MPACT! Presentations
In-depth
Momentum
Personable
Anecdotal
Confident Non-Verbals
Talk to the Ears
- go deep not wide
- attention span is short
- buy on emotion, justify on logic- what’s the story
- actions & voice speak louder than words
- be heard like a book
Conceptualising your Presentation with The Rule of Three
The 3 Stepsto
What are 3 things your
audience wants to know?
Presentation
Conceptualisingyour
RFP from CityCell
• Handling of SLA creation and management.• Providing KQI / KPI management from various
perspective; e.g. customer, service, network, operations and geography.
• Providing open standards and easily expandable based on off-the-shelf components.
• Allowing changes to be made on the service model without writing any codes. It can be easily configured by end-users.
• Providing service alarms and configurable alerts.
Manage Service Quality
Open Standard
sService Alarms
The 3 Stepsto
What are 3 things your
audience wants to know?
Presentation
Conceptualisingyour
What are 3 things you’d want your audience to know about what they want to know?
RFP from CityCellManage Service Quality
Open Standard
s
Service Alarms
Manage Service Quality Flexibly
Open Standards that are
compatible
Proactive Fault
Management
Pattern It
Alliteration– Definite Dividend Protection, Dynamic
Growth, Diverse Asset Allocation– Assured Dividend Protection, Attractive
Growth, Active Asset Allocation
RFP from CityCellManage Service Quality
Open Standard
s
Service Alarms
Manage Service Quality Flexibly
Open Standards that are
compatible
Proactive Fault
Management
Consistent with current
quality management of services
Configurable to current
data models
Capable of proactive
service alarms
18www.globeoss.com
Creating Possibilities
MCTel Requirement
18
1) The ability to detect subscribers attaching with 'incorrect credentials' into the network.
2) The ability to detect the time away from the network for these subscribers and correlate this data with the data ARPU to work out the revenue loss.
3) The ability to detect usage per service on the Gp/Gn interfaces before and after the introduction of an OTA service to work out the ARPU increase. MCTEL will provide MSISDN in this instance.
Detect Subscriber
s
Detect Time Away
Detect Usage
Pattern It
Alliteration– Definite Dividend Protection, Dynamic
Growth, Diverse Asset Allocation– Assured Dividend Protection, Attractive
Growth, Active Asset Allocation
Acrostic
Uncompromising Dividend ProtectionOpportunistic Asset Allocation
Bullish Growth
Capable of proactive
service alarms
Configurable to current
data models
Consistent with current
quality management of services
RFP from CityCellOpen
standards Scalable architecture
SoundService
Monitors
Pattern It
Rhyme• Generate ideas
• Analyst makes recommendation
• Stock is selected
Idea Generation
Analyst Recommendation
Stock Selection
RFP from CityCellOpen
standards Scalable Architecture
Proactive FaultMgmt
Open standardsIntuitive Mgmt of Service Levels
Inter-operative platform
23www.globeoss.com
Creating Possibilities
MCTel Requirement
23
1) The ability to detect subscribers attaching with 'incorrect credentials' into the network.
2) The ability to detect the time away from the network for these subscribers and correlate this data with the data ARPU to work out the revenue loss.
3) The ability to detect usage per service on the Gp/Gn interfaces before and after the introduction of an OTA service to work out the ARPU increase. MCTEL will provide MSISDN in this instance.
Detect Subscriber
s
Protect Revenue
Inspect Usage
Pattern It
Rhyme• Idea Generation • Analyst Recommendation• Stock Selection
Consistent Forms• Diversified Portfolio• Strategy for Growth• Asia ex Japan Team
Diversified InvestmentsRigorous Process
Experienced Team
RFP from CityCell
Proactive FaultMgmt
Intuitive Mgmt of Service Levels
Inter-operative platform
Flexible Measure
of Service Quality
Scalable Archi-
tecture
Proactive Service
Monitors
Low in Weight - Portable
Low in Power
Consumption -
Adaptable
High in Space - Reliable
Givng TrueMove Mobility in a Mobile
World
What Makes a Good Headline?
• Short• Catchy• Present Tense• Contains verbs, preferably• Addresses your audience’s interest• Concrete
WordComm Training & Consultancy !MPACT! Presentation
RFP from CityCell
Proactive FaultMgmt
Intuitive Mgmt of Service Levels
Inter-operative platform
Flexible Measure
of Service Quality
Scalable Archi-
tecture
Proactive Service
Monitors
Taking CityCell onto the Next Lap
The 3 Stepsto
What are 3 things your
audience wants to know?
Presentation
Conceptualisingyour
What are 3 things you’d want your audience to know about what they want to know?
Chunk your presentation
around your 3 main points
Flexible Measure
of Service Quality
Scalable Archi-
tecture
Proactive Service
Monitors
Taking CityCell onto the Next Lap
With globeOSS
iSM
• Service Studio Modelling• Dashboard• KQI/KPI calculations• Monitoring
• Thresholding• Service Bus
• Adaptor Devt Kit