That requires the appropriate documentation. Creating the proper process documentation allows the business to manage the interface needs of the OSS applications within individual departments, the organization as a whole and with external companies. All companies say they desire customer satisfaction, but few include it as part of their operational processes. Too often, that's because the effort of creating process and procedural documentation focuses on the process itself, not on how the process relates customers. This failure to bring the customer interaction into the equation often causes inexcusable service problems.
Every company requires a foundation from which to grow.
The factual documentation of procedures and processes, including the interaction between departments, suppliers and customers, provides the structural steel of that foundation. Jim Marsh is a senior consultant for The Management Network Group , a telecom consulting organization. Jim has worked in telecom for 15 years and is an expert in revenue assurance, risk management and fraud. Jim speaks and writes on improving operational systems and functions to improve bottom lines.