ABSTRACT
In this chapter, we are highlighting the proven and strategic processes and practices that we have built and/or adapted, over many years, to aid with successful transformations. we provided 10-commandment for the preparation of and a successful transformation.
We also highlighted the driving forces for transformation in terms of 7 major shortcomings in the CSPs’ performances, including service portfolio, QoE, Capex unit cost, touchpoint digitization, Opex unit cost, cost of Contra Revenue, and cost of SLA.
Also, we outlined the transformational triggers for CSPs include Dated Network & Services vital signs (from end-user devices, to access network, aggregation network, core network, content management network, application/service development); and Poor Business Vital Signs (12 top business vital signs), and Non-competitive network/service Vital Signs (7 top QoE vital signs).
We also provided the scope of transformation in the form of 55 major component of the CSP network, and finally, we outlined the key best practices including Co1, Co0, CoN, DBOR, ASY, Outage management, 3CPs, Closed-loop performance management dashboard, cross-organizational issue resolution through War Room, Restore first-and repair next, T-Plan, Q-Plan, Zero-based workforce modeling, Capex and Opex unit cost modeling, Service Disaster Recovery, Transforming accountability, target setting, Operations discipline, Cultural transformation, Investment monetization, transformation business case, transformation team structure, and the transformation lessons learned.
