Prong Roller
Telecom OSS/BSS Solutions by Ben Pate
It is imperative for business to stay in touch with their customer base and with the developments in the industry in which they compete. The methodology used to do this is referred to as OSS/BSS, a two pronged approach to the business of telecommunications. Business support systems deal with the way the industry works with its customers, the operations support systems deal with the physical infrastructure and controlling tools.
The evolution of the telephone has been a rapid and profound technological roller coaster, sweeping the globe in a short time and changing in shape, size and capability many times over. With the advent of satellite phones, there is virtually nowhere on earth that the industry has not reached. Sadly for the industry, the world now takes it for granted, and is fickle enough that if a provider can not keep up with competitors, they move to another provider.
It is a constant challenge to determine the right balance of focus between the two necessary parts of the industry. With the incredible cost of upgrading infrastructure, there is an overwhelming tendency to focus on the people and service part. This is, of course, an unsustainable process for any provider who wants to keep up with the competition.
This predominance of people related interest is understandable given the precarious nature of service industries where customer service reputation is critical due to intense competition. What has to be clearly understood is that the operations portion of business is the true lifeblood. Without it, there is nothing to market, no new application to provide and therefore no new business. Instead of feeling uncomfortable about expenditures on the hands on part of business, it needs to be humanized as an asset to the customer.
There have been a number of successful campaigns that made the hard work of laying cable and checking reception very popular. These have usually used clever or humorous simplifications of actual hard work and manpower required to keep the idea that spending money on the actual product is good for the consumer. The trick is to keep the focus on the customer by using the development of new technologies, the expansion of physical parts of the system and the computer technology to control it as a means to show how much service is being provided.
Perhaps even more than manufacturing corporations, service industries need to find or develop systems which control systems. That is not to imply that the telecommunication industry is not using information systems, far from it. The industry converted from manual data input way back in 1970, and have actually been at the forefront of computer systems ever since.
The solution is to orchestrate a series of computer programs to be able to drill down through data to find that important inquiry that is on the table. The business has been entering data into computers for nearly half a century. These first level computers have an enormous quantity of data, but it is nearly impossible to extract the exact threads of data needed for a single decision. A computer program to drive the first level computers to surrender the data in packets of information is key.
Staying at the forefront of such a dynamic field as the communication world requires a tremendous expenditure of energy to staying in touch with the science and at the same time, determining which way the pendulum of public desire is swinging. This requires the ability to not only collect data, which the industry has tremendous capacity for but to reach that data in a usable way.
About the Author
This requires a sophisticated telecom OSS process which balances the companies focus. So, you should think about using BSS/OSS.
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