Astimen's Blog of KM Telecom

Knowledge Management and Business Process Integration Learning

eTOM and Strategy Maps

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In business, you can’t manage what you can’t measure. Nor can you measure what you can’t describe. This is a problem because for many enterprises, more than 75-percent of their market value is generated by intangible assets which traditional financial and accounting metrics simply don’t capture at all. To address this problem, thousands of companies worldwide have adopted the “Balanced Scorecard” approach which supplements financial measures (which summarize the results of actions taken previously) with nonfinancial measures (of customers, internal processes and learning and growth) to capture the lead indicators of future financial performance. In this way, direct links are formed between the strategy a company chooses and its results. The directness of this link enhances the company’s ability to manage and ultimately execute its desired strategy.

eTOM Strategy Maps

In Telecom Business Process based on eTOM (Enhanced Telecom Operations Map) Level-1 we can map four processes in Internal perspective. Operations Management Process deal with Operations Processes in eTOM Level-0. Customer Management Process deal with Customer Relationship Management (CRM) Processes in eTOM Level-1, Innovation Process deal with stream Product Life cycle Management (PLM) Processes in eTOM Level-1, finally Regulatory and Social Process deal with Stakeholder & External Relations Management Processes in eTOM Level-1. eTOM is not business process specification but common practice catalog for telecom enterprise’s processes. Relation between all processes will be created based on financial and customer perspectives as cause and effect relationships. We can not manage the processes without measuring and describing our strategy maps to eTOM business processes catalog that implement based on NGOSS (Next Generation Operations Support & Software) Solution Framework.

Knowledge Management in Telecom Knowledge Based Enterprise (TKBE) should focus to provide required knowledge (relational and proven practice of why and how to) in each eTOM process level that align and integrate with Enterprise Customer and Financial perspective to survive, growth and sustain. Limited Resource of KM activities like CoPs, Knowledge Assets and SME should create new knowledge as problem solution, strategic and operative suggestion as TKBE’s system thinking effectively.

Learn Strategy Maps Summary by Kaplan and Norton more …
Learn Strategy Map Video …
Learn Strategy Maps from Google Book …Kaplan & Norton links at Google Books …
Read Strategy Maps Book Executive Summary pdf …

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Written by astimen

November 10, 2009 at 2:38 pm

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