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Author:Kainulainen, Matias
Title:Laajakaistan tilaus-toimitusprosessin automatisointi osoitteenmuutosten ja tekniikanvaihtojen tapauksissa
Automating broadband order and delivery processes in change of address situations
Publication type:Master's thesis
Publication year:2013
Pages:vii + 49      Language:   fin
Department/School:Sähkötekniikan korkeakoulu
Main subject:Tietoverkot   (S3022)
Supervisor:Manner, Jukka
Instructor:Hentilä, Ville
Electronic version URL: http://urn.fi/URN:NBN:fi:aalto-201401141131
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
Instructions

Reading digital theses in the closed network of the Aalto University Harald Herlin Learning Centre

In the closed network of Learning Centre you can read digital and digitized theses not available in the open network.

The Learning Centre contact details and opening hours: https://learningcentre.aalto.fi/en/harald-herlin-learning-centre/

You can read theses on the Learning Centre customer computers, which are available on all floors.

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Opening a thesis

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    Aalto Thesis Database

  • Click on the icon to search for and open the thesis you are looking for from Aaltodoc database. You can find the thesis file by clicking the link on the OEV or OEVS field.

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Location:P1 Ark Aalto  1123   | Archive
Keywords:broadband
change of address
delivery processes
provisioning
BSS
CRM
laajakaista
osoitteenmuutos
OSS
provisiointi
tekniikanvaihto
tilaus-toimitusprosessi
Abstract (eng):Broadband order and delivery processes are complex and involve multiple different systems.
Telecom operators want to automate these processes to achieve cost efficiency.
Broadband services can be delivered with multiple different technologies, which brings additional challenges to these processes.
Most parts of the delivery process have already been automated, but some special cases such as change of address and technology change situations have not yet been automated.

By automating processes in these situations, the operator can achieve large cost savings because the manual work done by customer service and order processing departments is reduced.
The customer will also get a better experience when the delivery of the service is faster and they can make the change of address order themselves on the self service web page.

The objective of this thesis is to model processes related to broadband delivery, and to design and implement a tool for change of address situations that can be used by customers on the self service web page.
This includes creating a new signup flow and background component in addition to making changes to existing components in CRM and provisioning systems.
Abstract (fin):Laajakaistaliittymien tilaus-toimitusprosessi on monimutkainen ja sisältää monia eri vaiheita.
Operaattorit haluavat automatisoida näitä prosesseja saavuttaak- seen kustannustehokkuutta.
Laajakaistaliittymiä voidaan toteuttaa monella eri tekniikalla, mikä tuo omat lisähaasteensa prosesseihin.
Uuden liittymän tilaus- toimitusprosessi on monissa tapauksissa pitkälti automatisoitu, mutta erikoista- pauksia kuten osoitteenmuutoksia tai tekniikanvaihtoja ei ole vielä automatisoitu.

Automatisoimalla nämä prosessit voidaan saavuttaa merkittäviä kustannussäästö- jä asiakaspalvelun ja tilauskäsittelyn manuaalityön vähentyessä.
Samalla asiakkaan kokemus paranee, sillä liittymän toimitus nopeutuu ja osoitteenmuutostilauksen voi tehdä suoraan itsepalvelusivustosta.

Tässä työssä on mallinnettu laajakaistaliittymän tilaus-toimitusprosessia eri tilanteissa ja suunniteltu sekä toteutettu työkalu, joka mahdollistaa osoitteenmuutos- ja tekniikanvaihtotilausten tekemisen itsepalvelusivustosta.
Työkalun toteutus sisältää uuden tilausputken ja taustaosuuden tekemisen sekä muutoksia olemassa oleviin komponentteihin CRM- ja provisiointijärjestelmissä.
ED:2014-01-19
INSSI record number: 48462
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