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C2M and Customer Engagement

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Presentation on theme: "C2M and Customer Engagement"— Presentation transcript:

1 C2M and Customer Engagement
Issue 2 - 8th October 2014 Openreach makes every effort to ensure the information in this report is accurate at the time of compilation, however, Openreach does not represent that it is complete and Communications Providers should check with Openreach for the latest available information. Openreach reserves the right to modify delivery criteria and delivery dates. © British Telecommunications plc 2014

2 Content and Enquiries This pack provide an overview on the Openreach Concept to Market (C2M) and customer engagement framework Covering C2M, Industry forums, and the communication framework The current copy is held on the Openreach portal in the Product Developments section Any enquiries can be directed as follows Subject Contact Copper Industry Forums Tony Birkbeck Ethernet Industry Forums Toby Gibbard NGA Industry Forums Emma Sibbick Customer IT Engagement David Rush C2M Generic Framework Neminder Matharu SOR Process Phil Lockett * Typically these will be Rxx09 or Rxx10 – please contact your Customer Engagement Manager for details

3 Generic Customer Engagement Framework
Scope Change/Requirements Scope Change Generic Customer Engagement Framework Input Demand Story SoR TCR Manages communications/ prioritisation of new requirements CP Customer Product & Commercial Group Forum Process Workshops IT Solution Development Forum Defect and generic IT issues Modifications to solution within defined Scope (CPPG for Copper) Service Forum Review Service Performance Agree Define Capture Requirements Workshops Technical Communication Forum B2B & Portal Requirements capture build collaboration plan Assessment review, high level & low level process review Modify Solution CE Testing Capture Feedback Post Project Review Justify Define Develop Trial2 Launch Identify opportunity Justify idea Specify, design & plan solution Develop and test solution Perform trial (Delivered and ready for use) Perform launch, handover and review G0 G1 G2 G3 G4 G5 Product & customer commercial collaboration Customer solution collaboration Service Management Delivery and Consumption Reviews TCR = Technical Change Request

4 Customer Engagement – Lead CP Role
SOR Submitted 3 Initial Concept Initial Estimate Early Design Full Design Final Estimate Detailed Design Dev Sprints Testing Trials & Preparation Deployment to live Post Project Review Justify Define Develop Trial2 Launch Identify opportunity Justify idea Specify, design & plan solution Develop and test solution Perform trial (Delivered and ready for use) Perform launch, handover and review G0 G1 G2 G3 G4 G5 IBC OIB To provide details of new requirements and [latest view of volume data] market potential To seek, on behalf of CPs, clarification of an SOR To ensure Industry are kept aware of progress & issues (via Industry fora) To seek agreement to SOR at Industry fora To submit SOR on Tracking Tool To ensure SOR process is followed To engage with CE team on Story de-composition & acceptance criteria To co-ordinate CP input to Stories To secure endorsement of Stories at Industry fora [To re-visit and agree volume forecast] To liaise with CPs on the identification of market volumes1 To sign off Demand, CE and acceptance criteria To agree a target date for consumption To attend Design Show & Tells as lead Industry representative To lead on compliance (of Design to Demand/CE Stories) and follow-up actions To provide endorsement of Design (in consultation with other prospective CP consumers) [To re-visit and agree volume forecast] To ensure volume data has been re-visited To agree testing/Trials involvement To reach commercial agreement at Industry fora To agree Plan for Consumption To attend Sprint Show & Tells/process walkthroughs/ wargaming as lead Industry representative To lead on compliance (Detailed Design to Demand/CE Stories) To agree timeframe for parallel development and test schedule To agree Trial criteria (entry/exit) To actively engage in Customer Testing as lead CP To sign off test results (against Demand/CE Stories) To lead CP involvement in Trials To ensure regular feedback to other CPs (of Trial progress/issues) To review and provide feedback on documentation To sign off Trial (against pre-agreed exit criteria/compliance to Stories) To participate in a post implementation review. To participate in Consumption Reviews To be point of reference for feedback to Openreach & Industry of overall experience To agree how to re- invest learning points with Openreach To agree that the project can be closed from a C2M perspective SE NSE CHECK COMMERCIAL DECISION (AT GATE 2) 1 The Lead CP is not directly responsible for data volumes (and will not necessarily have access to commercially sensitive data) but, as co-ordinator, the LCP should ensure that market proposition has been fully addressed 2 Trial If applicable, otherwise the phases combine 3 Lead CP may be engaged on non-SORs by agreement Summary of Lead CP role To act as Industry interface for the registration and progression of an SOR To fully engage in the collaborative process through to testing and acceptance Blue bullets are Lead CP activities Black bullets are collaborative activities

5 Combined (Copper/NGA) Product CP Engagement
New requirements All CP originated changes for Copper must be presented at CPCG at the concept stage as a draft SOR, this will be reviewed at the following CPCG(s) for submission or withdrawal Likewise any Openreach change (products or any other) that has a commercial impact on the CP will also be presented to the CPCG Requirements Review Once CPCG agree submission, the Demand Stories are agreed via the Copper Products Process group (CPPG) Initial assessment, feasibility or design starts, and when complete, the proposal will return to the Process Group Design Review Once the Design is complete (or at a stage that can be shared), the CPPG will agree it against the Demand Stories Sense Check Before G2, once design is complete and before the change enters development, the change will go back to CPCG for a sense-check to ensure the change is still required and will be consumed by CPs. Development CP impacts may be realised at this stage, and are flagged as part of the CPPG (for Copper) or Solution Development Forum (for non-Copper), with the Technical Change Forum following up with further communications If a price is affected then the change will return to CPCG as required in order to agree changes Delivered When a delivery is completed for an SOR, the change will return to CPCG before it is signed off as Delivered on the SOR tool. CPCG then have a month to review implementation and confirm any issues or defects, the following month the CPCG will confirm delivery or not Reject SOR Any proposed rejection must be advised back to CPCG after which CPs are given one month to review the proposed rejection Before this, the Product Manager leading the SOR must inform the lead/originating CP of the proposed rejection Openreach/OTA contacts for the forums are: New CP changes (CPCG): Alison Walpole / David Halliday Requirements review (CPPG): Jane Rutter/Jim Reilly

6 IT Solution Development Forum (SDF)
This is the Industry acknowledged body responsible for validating the development of fit for purpose solutions which enable our customers to easily order and assure our products Its aim is to share and validate early solution designs against the acceptance criteria of the Customer Experience Stories, which have been created and agreed by Openreach as a result of the agreed requirements from the NWG, and EPCG Also to maintain a clear focus on the customer journey to achieve the outcomes within the Customer Experience Story It aims to optimise the solutions to improve the end-to-end customer journey for the Openreach NGA and Ethernet Service products to the benefit of our customers and Openreach The SDF is held by release prior to EIP 3, with ad hoc sessions where required The intended CP audience is systems, design, operational, service and product specialists

7 IT Technical Communications Forum (TCF)
This is the Industry acknowledged source of technical information on CP impacting changes for CPs consuming Openreach Products via EMP. It informs CPs on what Openreach has committed to provide and outlines to CPs the features of each change and the detail of how CPs may consume the change. Key responsibilities of the TCF(s) are to provide a technical explanation that: Makes it possible for CPs to consume our new products and product changes Enables a programme of multilateral CP customer engagement and IT communication associated with each EMP release across all products Minimises unexpected barriers to CP consumption The TCF is held by release and aligned with EIP3 publication The intended CP audience is systems, design, operational, service and product specialists

8 indicative guide to documentation
Description Documents made available Enquiries to (Typical) location Statement of Requirement Requirement held on the SOR Management Tool As drafted or submitted Lead CP representative or Openreach Product Manager listed on the SOR tool SOR tool Release Specific Communications Communications relating to scope, outage, CP impact or documentation relating to a specific release of systems and process As per EIP comms process SRM and/or CEM EIP briefings and EMP Consumption Supplier Information Notes / Service Provider Information Notes The site is primarily aimed at providing technical information to equipment manufacturers in order to allow them to design equipment that is compatible with BT's networks and services. The site also provides notification to Service Providers about some BT services which may be of particular interest to them. Openreach aims to make these available 28 days before new or changed products are launched or delivered SIN Portal Pricing information and documents Information on pricing on Openreach products 28 days for a new product/price 90 days before if a pricing change SRM or Commercial Group Industry forum Portal (Pricing) Contract documents Contract documents for Openreach products and services 28 days if new or general contract review 90 days if a change SRM or Contracts Group Portal (Contracts) SOR Process Defines the SOR process Exists business as usual, updates made when needed Portal (Products) Product Roadmap Defines the current Openreach Product Roadmap Updated quarterly Portal (Roadmap) Customer Service Plan Sets out the agreed daily working practices between Openreach and you, our customer SRM or the owner listed on the Customer Service Plan page (link to the right) OR Service Management Industry forum Portal (CSP) Best Practice Guides Provide CPs with useful and agreed best practices for working within the Industry, eg for migrations, address management etc. Commercial Group Industry forum OTA Site Portal (How To)

9 indicative guide to documentation
Description Documents made available Enquiries to (Typical) location Requirements Documents A detailed requirements document held and referred to from an SOR or other documentation Openreach uses these during the development process collaboratively with CPs (see slide 5 for use) Product Manager or other Openreach change lead managing the change Visibility via Industry forums Portal (Industry Forums) and/or SOR management tool User Story A detailed requirements and acceptance criteria document held and referred to from an SOR or other documentation High Level Design Documents Design documentation held and referred to from an SOR or other documentation, and may be specific and limited to that, or apply over a range of changes and/or release or product. Detail Design documents Design documentation held and referred to relevant to a system, process or network change that is being targetted for a specific delivery or release. Openreach aims to make these available at EIP5 (eg 45 days) before new or changed products are launched or delivered Portal (Products) Final Product, Technical and Systems, process or network documentation held usually applying over a range of changes and/or release or product Openreach aims to make these available 28 days before new or changed products are launched or delivered (NGA to be confirmed in October) Test or Trial feedback (Optional – not always used) A specific set of documents or reports applying to the planning, execution or feedback relating to customer testing or trial activity Openreach aims to make these available with time for triallist review and feedback Visibility via Industry forums as appropriate Identified in trial communications Product or Change briefings Communications relating to Openreach products, or other changes where not limited to a specific product Via Openreach.co.uk when needed Briefing author Portal (Briefings) Programme Plan Used in Industry forums to review open SOR and other items of interest to the CP community Via Industry forum lead Emma Sibbick (Ethernet and NGA) Tony Birkbeck (Copper)


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