eTom End to End Business stream

analysis
Process Model and eTOM Flows
(GB921E_End_to_End_Business_Flows_R16.5.1)

GB921E_End_to_E
nd_Business_Flows_R16.5.1
Extended Huawei E2E Processes Framework
Customer Domain Network Domain
Order to Acceptance (O2A)
Request to Answer (R2A)
Capacity Management (CLM)
Order to Payment (O2P)
Trouble ticket-to-solution (T2S)
Usage to Payment (U2P)
Resource Lifecycle Management (RLM)
Request to change (R2C)
Service Lifecycle Management (SLM)
Termination to Confirmation (T2C)
System to Availability (S2A)
Problem to Solution (P2S)
Complaint to Solution (C2S) Revenue Domain
Usage to Payment (U2P)
Market Domain Usage to Finance (U2F)
Campaign to Customer(C2C)
Churn to Loyalty (C2L) Partner Domain
Idea to Opportunity (I2O) Request to Qualification (R2C)
Opportunity to Launch (O2L) Order to Sales (O2S)
Go to Re-Launch (G2R) Partner to Settlement (P2S)
Go to Terminate (G2T) Channel To Commission (S2C)

Sales Product Management/ Marketing Wholesales/ MVNE

Care Finance IT Operation/ Service
Customer-Centric End-to-End Business Streams
3.1 Request-to-Answer
3.2 Order-to-Payment
3.3 Usage-to-Payment
3.4 Request-to-Change
3.5 Termination-to-Confirmation
3.6 Problem-to-Solution
3.7 Complaint-to-Solution
Network End-to-End Business Streams
4.1 Order-to-Acceptance
4.2 Trouble Ticket-to-Solution
4.3 Usage-to-Usage Data
4.4 Capacity Management
4.5 Service Lifecycle Mgnt
4.6 Resource Lifecycle Mgnt
Mapping of E2E Processes to Customer Lifecycle

•• End
End to to End
End business
business process
process
flows
flows span
span across
across thethe entire
entire
Customer Life
Customer Life Cycle Cycle
•• Huawei
Huawei proposes
proposes Customer
Customer
Life
Life Cycle
Cycle with
with 66 steps,
steps, but
but the
the
process framework
process framework can be can be
adopted
adopted to to Bouygues’
Bouygues’ customer
customer
life
life cycle
cycle
•• The
The process
process flows
flows are
are grouped
grouped
into
into front-office
front-office and
and back-office
back-office
functions
functions to to support
support CEM
CEM ––
Customer
Customer Experience
Experience
Management
Management
•• End
End to to End
End business
business process
process
flow
flow names
names areare base
base onon the
the
Huawei NGBSS
Huawei NGBSS FrameworkFramework

All
All processes
processes are
are mapped
mapped to
to aa customer
customer life
life cycle
cycle and
and to
to front-
front- and
and back-office
back-office activities
activities