MATURITY ASSESSMENTS

TM Forum can assess the relative maturity of your organization’s competency in a particular area and help you identify opportunities for improvement.

• Do you need to plan the short and medium term evolution of your revenue assurance (RA) functions?
• Do you want to maximize the effectiveness of the customer experience (CE) operations throughout your whole organization?

Then your business will benefit from a formal assessment of the maturity of your operations as defined by the TM Forum’s maturity models.

We offer these maturity assessments for:

Step 1 – off-site discovery, to provide the assessor with necessary background information in order to prepare for the assessment.

Step 2 – on-site assessment, where the assessor conducts workshops and interviews in order to gather the necessary information from which the assessment can be performed.

Step 3 – off-site analysis and reporting, where the assessor performs the assessment and prepares your assessment report.

Step 4 – presentation of findings, where the assessor will present you the findings, observations and recommendations and suggest next steps you can take in order to improve the business performance of your revenue assurance or customer experience program.

Revenue Assurance Maturity Assessment

Overview

The maturity of revenue assurance operations is assessed through a series of workshops and interviews with key personnel within your organization. Analysis is done against the TM Forum Revenue Assurance Maturity model. The model has been built and refined by TM Forum members and staff who participate in the Revenue Assurance collaboration community.

Four dimensions are included: Organization, Processes, Measurement and Technology.

At the end of the assessment process, you receive a normalized score in the range 1 to 5 with a set of tailored recommendations on how the business performance of your revenue assurance activities can be improved.

Objectives

The service provides an assessment and roadmap to allow you to optimize revenue assurance by:

• Maximizing collected revenues
• Minimizing service delivery costs
• Improving your customer’s experience of billing and charging
• Reducing churn

The service leverages Revenue Assurance Solution Suite 4.5, case studies, collaboration insight and global best practices and provides a model & reference architecture to measure & optimize revenue assurance in an operational manner.

The assessment also gives you the benefit of a transfer of knowledge and competence to enable you to use the most relevant TM Forum assets to achieve business objectives such as completeness, accuracy and timeliness of revenues.

Customer Experience Maturity Assessment

Overview

The maturity of customer experience is assessed through a series of workshops and interviews with key personnel within the organization.

Analysis is done against the TM Forum Customer Experience Maturity model. The model has been built and refined by TM Forum members and staff who participate in the Customer Experience community area.

Five dimensions are included:
Vision/Strategy, Organization, People, Process and Business Metrics/KPI’s.
At the end of the assessment process, you receive a normalized score in the range 1 to 5 with a set of tailored recommendations on how the business performance of your customer experience management activities can be improved.

Objectives

The service provides an assessment and roadmap to allow you to optimize your customer’s experience to:

• Grow revenue
• Reduce churn
• Find new customers

The service leverages Customer Experience Management Solution Suite 1.5, case studies, collaboration insight and global best practices and provides a model & reference architecture to measure & optimize the customer experience in an operational manner.

The assessment also gives you the benefit of a transfer of knowledge and competence to use the relevant TM Forum assets to achieve your business objective of improving customer experience.

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