Friday 29th of March 2024
 

Design of an enhanced Integrated Management System with Customer Experience Focus: The Business Process Framework (also known as eTOM) and ISO9001 Together


Mounire Benhima, John P. Reilly and Hamid Benhima

The purpose of this paper is to suggest an enhanced Process model with customer experience focus and its related documentation structure applicable to many industrial contexts. Since the Business Process Framework, also known as eTOM, is originally a Process Model for Telco industry and now being used broadly in many industries, ISO9001 is a historical and generic standard with customer focus, and there is always a question about how to integrate the Business Process Framework and ISO9001, the enhanced process model will be based on the integration of the Business Process Framework and ISO9001 highlighting the customer aspects to meet the current trends within Telco and many other industries. The management system, containing the organization, the processes based on this integration, and the performance management system is called an Integrated Management System (IMS). The paper focus is on the processes and its introduction is about Telco Business context since the Business Process Framework was born within this industry. But, the suggested IMS is applicable to many service companies and many organizational units of any industry (Ex.: any Information System organizational unit, with its service Portfolios, of any industry) since the Business Process Framework and ISO9001 are too.

Keywords: eTOM, Business Process Framework, Process Architecture, Process decomposition, Process flow, Process design, Use case, Customer Experience, ISO9001, Integrated Management system, IMS, Quality

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ABOUT THE AUTHORS

Mounire Benhima
Mounire Benhima is a Senior Consultant, specializing in Business Transformation with its implementation challenges. 15 years of experience in various industrial environments (mainly ICT) in many countries (Africa, America, Europe, Asia). He is distinguished to be the first one in the world to be certified The Business Process Framework Level4 (The highest The Business Process Framework certification level) with the highest score when it was an essay. He is also part of the international TM Forum Trainers Panel (21 members as per August 2012). Mounire has held various key consulting positions and has led numerous groups in major business transformation projects. As a result of his experience and background, Mounire has developed extensive operational and strategic skills in the Enterprise Architecture and Business Transformation with their impact on the organizational structure, quality management, business process engineering, information system governance, and change management.

John P. Reilly
John P. Reilly is member of the TM Forum’s technical staff and a master trainer for the TM Forum. His technical staff responsibilities include providing Information Framework (SID) model and the Integration Framework subject matter expertise and program management in support of TM Forum programs and projects. In November 2005 John was elevated to Distinguished Fellow of the TM Forum in recognition of his contribution to the development of TM Forum Solution Frameworks (NGOSS) and the SID. He was instrumental in developing process and information models in support of the Forum’s Revenue Assurance program. He is the author and co-author of a number of books and articles on these subjects.

Hamid Benhima
Hamid Benhima ISO Expert with IRCA/TUV (International Register of Certified Auditors for ISO9001) certification and practical experience on ISO9001/Business Process Management in multiple industries and on Project Management applied to Process Automation/Information Systems. He managed critical Business Process improvement/reengineering and automation from the requirements capture till the Go-Live. He adopts an integrated approach when managing Business Transformation Projects. This approach is composed of Business Process Management/Automation, Project Management, Change Management and Leadership Skills.


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