By Osman Sultan

I recently read somewhere “The mobile phone is the world’s most universal communications device”. It is a fact that mobile devices have now surpassed the Internet and have become the most common communication method in the world. Mobile phone use is growing at a far greater rate than PC adoption. Today, mobile phones out-rank PCs by almost 3.5 to 11, and more than 25 percent of those phones are enabled to receive multi-media messages, access the Web, display photographs and receive streaming video.

By Dave Milham

Traditionally service providers operated in a regulated market which has been satisfied by a relatively slowly evolving product set - such as telephony and data services. Their focus has been on improving routine operational processes -‘Lead to Cash' and ‘Trouble to Repair' - that lie within the Operations Area of the TeleManagement Forum (TMF) enhanced Telecoms Operation Map (eTOM). These processes are typified by high volumes of similar transactions where the business goals are to improve customer satisfaction through better quality (Right First Time-RFT) and responsiveness.

The BT Retail, BT Wholesale, and Openreach product mindset creates an entity which is specified once and delivered in volume. While the majority of BT revenues used to come from a limited product set, today an increasingly diverse set of products, sold in smaller volumes, address specific customers and distinct marketplace. This has to be achieved through organisational and technological agility, to quickly develop and deploy products out of re-useable capabilities, and data driving the Business Support Systems /Operations Support Systems (BSS/OSS) ...