eTOM and Quality Improvement Measurement Model
How to measure continuous improvement in telecom processes area effectively? eTOM can be used in knowledge based context that changes and should be monitored in change management intervention to drive performance and align with firm’s strategy. Refer to generic process model : input (information, Resource,Tools), process, output, outcome. This model can answer the question : what area should be improved to create valuable outcome?. There are three dimensions based on Kaplan and Norton’s strategy maps that should be known, measured and managed : readiness, integration and alignment. Finally we can use Malcolm Baldrige measurement criteria for scoring in a wide time frame change management kaleidoscope based on process point (approach, deployment, learning, integration) and result point (level, trend, comparation, integration). Knowledge Engine can be put in this relationship to accelerate speed of problem solving to accommodate context change such of personalization, dynamic pricing, connectedness and customer communities based on web 2.0, hypertext organization and Third Generation of Knowledge Management.
eTOM has dynamic context usage that force short term production operation area and strategical approach align together to drive performance in value chain such of : functional domain, end to end business stream, management authority level (Organizational RACI tools), enterprise management and social capital dimension (employee, stake holder, share holder, supplier/partner and customer).
Read K-Engine, how to create fast cycles of knowledge-to-performance by Lloyd Baird Google Book…
Dowload PDF eTOM Amdocs Reference of Readiness Processes …
Download PDF SID Amdocs Reference of Readiness Shared Information and Data (SID) …
Dowload PDF TAM Amdocs Reference of Readiness IT Application…
Read and Download Training Zone ITIL v3.0 Framework Poster of Readiness IT Delivery Services ….
Read and understand usage of Malcolm Baldrige 2011 Criteria …
Read Making Sense of Change Management Google Book …
Read eTOM and Kaplan Norton Strategy Map and Book Executive Summary…
Read Value Creation through Next Generation Service Management Comarch pdf …
[...] strive to shape business practice by using informal influence and power. (Hernaus:2008) Refer to knowledge engine (Baird-Henderson) approach that use two engine cycle metaphor between strategy capability and production capability [...]
eTOM and process based organization to drive customer outcomes « Astimen's Blog of KM Telecom
January 2, 2012 at 4:49 am