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7/29/2019 Oracle Communications Solutions023648.pdf
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Carol Leboffe
Director Solution Architecture - Communications Industry Solution Group
Oracle Communications Solutions- Integration Order Management -
7/29/2019 Oracle Communications Solutions023648.pdf
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2009 Oracle Corporation Proprietary and Confidential 2
Why Integrated Order Management?
CustomerIntimacy
Rapid Service
Innovation
Operational
Excellence
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0 1 2 3 4 5 6
Top 10 Order-to-Fulfilment Issues
1. It takes too long to introduce new products
2. Slow order delivery3. Cost of service delivery
4. Not having a comprehensive software solution
5. Too many manual and redundant activities6. Difficulty tracking order progress and status
7. Lack of end-to-end process support
8. Inefficient order-handling
9. Mistakes leading to more work or lost contracts
10. Pricing is not flexible
Data based on independent study conducted for Oracle by KRC Research
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2009 Oracle Corporation Proprietary and Confidential 4
Customer Feedback to Oracle
Industry Strategy Council Customer Feedback
Order Orchestration, Order Capture, Customer Master and ProductCatalogue are Top Requirements
Compiled based on 2007 Industry Strategy Council
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Oracle Communications Solutions
Integrated Order Management
Integrated Order Management=CRM + Order Management + Product Catalogue
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The Concept to Cash Value Chain
3CampaignExecution
Campaign Management
Sales Execution
Real-time up sell/cross sell
Order Capture and Commit
4 Service Fulfillment
Inventory assignment
Order orchestration
Provisioning
Service Activation &Configuration
5 Usage Charging
Service Delivery & Usage
Service Mediation
Real-time charging and billing
Discounts and promotions
1 Concept Creation
Customer insight
Behavioral and revenueanalytics
Segmentation analysis
Concept generation
2 Service Design
Service definition &configuration
Service pricing, bundles andpromotions
Service network deployment
Service trials and release
Customer and invoicing
Trial billing
Receivables and G/L
Collections
Partner settlements
6 Billing & A/R
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Integrated Order Management
3CampaignExecution
Campaign Management
Sales Execution
Real-time up sell/cross sell
Order Capture and Commit
4 Service Fulfillment
Inventory assignment
Order orchestration
Provisioning
Service Activation &Configuration
5 Usage Charging
Service Delivery & Usage
Service Mediation
Real-time charging and billing
Discounts and promotions
1 Concept Creation
Customer insight
Behavioral and revenueanalytics
Segmentation analysis
Concept generation
2 Service Design
Service definition &configuration
Service pricing, bundles andpromotions
Service network deployment
Service trials and release
Customer and invoicing
Trial billing
Receivables and G/L
Collections
Partner settlements
6 Billing & A/R
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Network / SDP
View /Create
CustomerAccount &Contact
View /Create
CustomerAccount &Contact
CaptureOrder
Validate;Reserve
Resources
CaptureOrder
Validate;Reserve
Resources
SubmitOrder
SubmitOrder
Siebe
lCRM
CustomerInquiry
CustomerInquiry
Customer
ConfirmOrder
ConfirmOrder
Or
acleBRM
View /CreateBillingProfile
View /CreateBillingProfile
Create(Update)
Service Plan
Create(Update)
Service Plan
ActiveService Plan
and Start
Billing Cycle
ActiveService Plan
and Start
Billing Cycle
OracleOSM
Create(Update)Customer
Account
Create(Update)Customer
Account
UpdateSales Order(Line) Status
UpdateSales Order(Line) Status
Close SalesOrder
(CreateAsset)
Close SalesOrder
(CreateAsset)
ProvisioningProvisioning
Inventory & ResourceAssignment
Inventory & ResourceAssignment
Ship CPE(Logistics)
Ship CPE(Logistics)
Installation(Field
Service)
Installation(Field
Service)
OrderDecom-position
OrderDecom-position
OracleERP
ManageOrder Status
ManageOrder Status
CaptureOrder
Cross/UpsellRTD
CaptureOrder
Cross/UpsellRTD
CreateServiceRequest
CreateServiceRequest
Close /ResolveServiceRequest
Close /ResolveServiceRequest
OracleOSM
OracleUIM
OracleASAP
ReviewInstalledAsset /
Open Orders
ReviewInstalledAsset /
Open Orders
ActivationActivationFieldService
Order Management & OrchestrationOrder Management & Orchestration
IOM: Process Flow
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Network / SDP
View /Create
CustomerAccount &Contact
View /Create
CustomerAccount &Contact
CaptureOrder
Validate;Reserve
Resources
CaptureOrder
Validate;Reserve
Resources
SubmitOrder
SubmitOrder
SiebelCRM
CustomerInquiry
CustomerInquiry
Customer
ConfirmOrder
ConfirmOrder
Or
acleBRM
View /CreateBillingProfile
View /CreateBillingProfile
Create(Update)
Service Plan
Create(Update)
Service Plan
ActiveService Plan
and Start
Billing Cycle
ActiveService Plan
and Start
Billing Cycle
OracleOSM
Create(Update)Customer
Account
Create(Update)Customer
Account
UpdateSales Order(Line) Status
UpdateSales Order(Line) Status
Close SalesOrder
(CreateAsset)
Close SalesOrder
(CreateAsset)
ProvisioningProvisioning
Inventory & ResourceAssignment
Inventory & ResourceAssignment
Ship CPE(Logistics)
Ship CPE(Logistics)
Installation(Field
Service)
Installation(Field
Service)
OrderDecom-position
OrderDecom-position
OracleERP
ManageOrder Status
ManageOrder Status
CaptureOrder
Cross/UpsellRTD
CaptureOrder
Cross/UpsellRTD
CreateServiceRequest
CreateServiceRequest
Close /ResolveServiceRequest
Close /ResolveServiceRequest
OracleOSM
OracleUIM
OracleASAP
ReviewInstalledAsset /
Open Orders
ReviewInstalledAsset /
Open Orders
ActivationActivationFieldService
Order Management & OrchestrationOrder Management & Orchestration
IOM: Process Flow
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ProductAdministrator
Design Time(Enrich Data)
AdvancedAdvancedPricing RulesPricing Rules
AdvancedAdvanced
ConfigurationConfiguration
RulesRules
UI DefinitionUI Definition
Run Time
Product andProduct andCatalog SelectionCatalog Selection
ProductProductConfigurationConfigurationEngineEngine
Asset BasedAsset BasedOrdering (New,Ordering (New,
Modify,Modify,
DisconnectDisconnect
Suspend etc.Suspend etc.
Pricing Rules andPricing Rules and
ContractContractEnforcementEnforcement
Eligibility andEligibility and
CompatibilityCompatibility
Feasibility andFeasibility and
Order ValidationOrder Validation
Product Bundling & Order Capture
Main Data Entities
Quotes &Quotes &OrdersOrders
ProductProductCatalogCatalog
AssetsAssets ContractsContractsCustomerCustomer
Custom Applications
Web Services InterfacesWeb Services Interfaces
LocalDB
LocalLocalDBDB
Multi-Channel Packaged ApplicationsSFA, Call Center, Retail POS, Partners
Web Server (Packaged Apps)Web Server (Packaged Apps)
PIM DHPIM DHPIM DH
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Products Introduction and Maintenance
Service Creation Process
1.Central Product Definition & PLM Agile/PIM
2.Sales Catalog Enrichment - Siebel
3.Technical Catalog Enrichment - SCE
4.Service Definition in SDP - SDP
5.Demand Planning of Supply Chain Demantra
6.Quote & Order Capture Siebel
7.Service Fulfillment OSM, UIM, ASAP, IPSA
8.Usage Charging BRM
9.Biling & A/R BRM, Financials
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Network / SDP
View /Create
CustomerAccount &Contact
View /Create
CustomerAccount &Contact
CaptureOrder
Validate;Reserve
Resources
CaptureOrder
Validate;Reserve
Resources
SubmitOrder
SubmitOrder
SiebelCRM
CustomerInquiry
CustomerInquiry
Customer
ConfirmOrder
ConfirmOrder
Or
acleBRM
View /CreateBillingProfile
View /CreateBillingProfile
Create(Update)
Service Plan
Create(Update)
Service Plan
ActiveService Plan
and Start
Billing Cycle
ActiveService Plan
and Start
Billing Cycle
OracleOSM
Create(Update)Customer
Account
Create(Update)Customer
Account
UpdateSales Order(Line) Status
UpdateSales Order(Line) Status
Close SalesOrder
(CreateAsset)
Close SalesOrder
(CreateAsset)
ProvisioningProvisioning
Inventory & ResourceAssignment
Inventory & ResourceAssignment
Ship CPE(Logistics)
Ship CPE(Logistics)
Installation(Field
Service)
Installation(Field
Service)
OrderDecom-position
OrderDecom-position
OracleERP
ManageOrder Status
ManageOrder Status
CaptureOrder
Cross/UpsellRTD
CaptureOrder
Cross/UpsellRTD
CreateServiceRequest
CreateServiceRequest
Close /ResolveServiceRequest
Close /ResolveServiceRequest
OracleOSM
OracleUIM
OracleASAP
ReviewInstalledAsset /
Open Orders
ReviewInstalledAsset /
Open Orders
ActivationActivationFieldService
Order Management & OrchestrationOrder Management & Orchestration
IOM: Level 2 Process Mapping
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2009 Oracle Corporation Proprietary and Confidential 13
OSM for End-to-End Order Fulfillment
Key Value with Oracle CRM: Productized order management - from
pre-order through to delivery Integrates CRM with Service
Fulfillment and Assurance Enables predictable service delivery
and guaranteed end to end customerexperience
Application focused on themanagement of the end-to-endlifecycle of the customer order
Enables order decomposition andorchestration across allparticipating applications infulfillment of the customer order
Provides constant visibility &status updates of order progressduring the entire customerexperience
Supports automated order change
management for in-flight orderchanges / exceptions
Navigates users dynamicallythrough order lifecycle
Advanced Fulfillment Capabilities
Automated Order
Fulfillment
Manual Order
Fulfillment
Order Support
Foundatons
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Network / SDP
View /Create
CustomerAccount &Contact
View /Create
CustomerAccount &Contact
CaptureOrder
Validate;Reserve
Resources
CaptureOrder
Validate;Reserve
Resources
SubmitOrder
SubmitOrder
SiebelCRM
CustomerInquiry
CustomerInquiry
Customer
ConfirmOrder
ConfirmOrder
OracleBRM
View /CreateBillingProfile
View /CreateBillingProfile
Create(Update)
Service Plan
Create(Update)
Service Plan
ActiveService Plan
and Start
Billing Cycle
ActiveService Plan
and Start
Billing Cycle
OracleOSM
Create(Update)Customer
Account
Create(Update)Customer
Account
UpdateSales Order(Line) Status
UpdateSales Order(Line) Status
Close SalesOrder
(CreateAsset)
Close SalesOrder
(CreateAsset)
ProvisioningProvisioning
Inventory & ResourceAssignment
Inventory & ResourceAssignment
Ship CPE(Logistics)
Ship CPE(Logistics)
Installation(Field
Service)
Installation(Field
Service)
OrderDecom-position
OrderDecom-position
OracleER
P
ManageOrder Status
ManageOrder Status
CaptureOrder
Cross/UpsellRTD
CaptureOrder
Cross/UpsellRTD
CreateServiceRequest
CreateServiceRequest
Close /ResolveServiceRequest
Close /ResolveServiceRequest
OracleOSM
OracleUIM
OracleASAP
ReviewInstalledAsset /
Open Orders
ReviewInstalledAsset /
Open Orders
ActivationActivationFieldServic
e
Order Management & OrchestrationOrder Management & Orchestration
IOM: Level 2 Process Mapping
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Application Integration Architecture for Comms
eTOM aligned Industry
Business Model
Pre-build Processes, e.g.
Order to Bill Agent Assisted Billing
Care
Revenue Accounting
Billing Self-Service
Pre-Build SOA Common Object Model (SIDalignment)
Enterprise Business Services
OOTB Application Adapters
Build using Fusion Middleware
Technology Standards-based, SOA-enabled platform
Up to 60% reduction Lower provisioning costs
30 Days to minutes Launch a new service
Up to 50% reduction Reduced Development Cost
30% faster reduction in problem solving
30% of IT budget vs. 80%
Solve service problems faster
Reduced IT Operational Cost
Benefit Achieved Savings
Oracle BI
Analytics
Siebel Customer Relationship Management
Oracle SDP
Service Execution
Data Management
Product
Customer
Enterprise
Management
Business
In
telligence
InformationManagement
Revenue
Management
Customer
Management
Service
Management
ERP
FINSAssets
Supply
Reporting
Oracle ContentManagement
Oracle Service Fulfillment
Activation InventoryProvisioning
Oracle Billing and Revenue Management
Billing Balance TrackingRating
Oracle Order Management
Order FalloutOrder Lifecycle ManagementOrde
r
Managem
ent
Oracle BIPublisher
Invoicing
SalesMarketing/Lo
yaltyPartner
Customer Order
Mgmt
Self
Service
Field
ServiceService
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AIAEnterprise Business Service:
Create, update, query Customer
Create, update, synch Price List
Create, update, synch Product, etc
Enterprise Business Objects:
Customer, Product, Price List,
Sales Order, Invoice, Payment, etc
BPEL BAMESB RulesEngine
BPA
BusinessServices
Repository
CRMABO
ABM
BillingABO
ABM
OSSABO
ABM
ERPABO
ABM
ABCS ABCS ABCS ABCS
ISVABO
CustomABO
LegacyABO
ABCS ABCS ABCS
3rd PartyMiddleware
ABM ABM ABM
AIA: Productized Sustainable Integrations
Common Object Model and Service Registry
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Oracle Communications Suite - Integrated
Order Management
Order CaptureOrder Capture
& Validation& Validation
SiebelCRM
CallCall
CenterCenterWebWeb
Order and ServiceOrder and Service
Management (Management (OSMOSM))
ActivationActivation
(IPSA)(IPSA)
UnifiedUnified
InventoryInventory
ManagemManagem
entent
((UIMUIM))
Service Fulfilment
AIAPublishProduct
ProcessOrder
StatusUpdates
StatusUpdates
Billing andBilling and
RevenueRevenue
ManagementManagement
InitiateBilling
BillingCare
ActivationActivation
(ASAP)(ASAP)
Network
Technology
VoiceBroadband IP/TV
DataData
ManagmtManagmt
ProcessOrder
PublishProduct
PublishProduct
PublishProduct
UCM
UCM UCM
EBSEBS
SDPSDP
Oracle BIOracle BI
GL
GL
OrderManagement
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IOM: where has been deployed?
Vodafone Qatar new greenfield mobile voice operator Live in under 5 months. Oracle and EDS implemented Siebel Call Center / Order Capture, BRM, ASAP, AIA, FMW PIPs: Order to Bill and Agent Assisted Billing Care
BaneTele: Fixed & Cable (Corporate Customers) provider in Norway AIA, Siebel, & BRM
PIPS: Order to Bill, Agent Assisted Billing Care
Com hem: Swedish triple play provider with 40% market penetration Siebel & AIA. Evolving to BRM PIPs: Order to Bill, Agent Assisted Billing Care
Lyse Tele (subsidiary of Lyse Energi): Triple play broadband servicesprovider in Norway (high-speed Internet, digital TV and telephone)
AIA, Siebel, BRM, EBS PIPs: Order to Bill, Agent Assisted Billing Care, Revenue Accounting
Cox Wireless: 3rd largest cable provider in NA entering wireless business in2009. Head to head competition with Amdocs.
End to end deal: Siebel, BRM, OSM, UIM, ASAP, Retail POS & AIA PIPs: Order to Bill and Agent Assisted Billing Care
DNA: Convergent provider in Finland (TV, Fixed, Mobile), 2M customers AIA, Siebel eMarketing/ Order Capture, BRM, FMW, iAS Database PIPs: Order to Bill & Agent Assisted Billing Care
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The preceding is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into
any contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decisions. Thedevelopment, release, and timing of any features
or functionality described for Oracles products
remains at the sole discretion of Oracle.
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