Page 579 - Handbook of Modern Telecommunications

4-110 CRC Handbook of Modern Telecommunications, Second Edition

TABl E 4.6.1 Allocation Matrix for Support Processes
Operations, Logistics and
Sales and Human Admin, and Strategic Facility Information
Organizational Units Finance Marketing Resources Maintenance Planning Management Technology
Processes
Customer Care and Billing
Customer interface X X
management
Sales X
Problem handling X
Customer QoS X
management
Call rating and X
discounting
Invoicing and X
collection
Consulting and X X X X X
support
Provisioning and Order Processing
Inventory X X X
management
Service creation, X X
planning and
development
Network planning X
and development
Network X
provisioning
Service ordering X X
Service X
configuration
Security X
management

Network Operational Management
Service problem X X
resolution
Service quality X X
management
Network X
maintenance and
resolution
Data collection and X X
data management