Get a han­dle on Order-toAc­ti­vate Frame­work

The trick is to cre­ate an in­ter­ven­tion that ex­am­ines end-to-end pro­cesses by plac­ing a wrap­per around up­stream and down­stream func­tions, says Vi­nay Fi­rake of Wipro


Most busi­nesses de­sign and run pro­cesses from mar­ket­ing to cus­tomer ac­qui­si­tion for order ful­fil­ment or ser­vice ac­ti­va­tion. This is fol­lowed by ser­vice as­sur­ance, bill gen­er­a­tion and col­lec­tion. There could be mi­nor vari­ants but the pro­cesses are typ­i­cal. Con­sider the tele­com ser­vice provider busi­ness. The process, from when a cus­tomer places an order to when the provider ac­ti­vates the ser­vice may take weeks, de­pend­ing on the prod­uct, lo­ca­tion, access and a whole list of pa­ram­e­ters.

Even be­fore the billing process is ac­ti­vated, there are mul­ti­ple pro­cesses which need to be taken care of. Cus­tomer iden­ti­ties need to be val­i­dated, the order must be handed over to the op­er­a­tions team, equip­ment and com­po­nent pro­vi­sion­ing must be done, fol­lowed by in­stal­la­tion, ser­vice con­fig­u­ra­tion and fi­nally the qual­ity checks. How­ever, if we look at the same process from the cus­tomers’ viewpoint, the jour­ney leaves a lot to be de­sired. For ex­am­ple, it is un­re­al­is­tic to ex­pect cus­tomers to wait for two weeks for the ser­vice to start.

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