Yankee Group: customer understanding and simplified approach key to OSS/BSS success

Yankee Group analyst Declan Lonergan urges those working with OSS/BSS transformation within telecom operators to get back to basics when considering short and medium-term projects. He says simplification is the key to success.

Speaking at the TeleManagement Forum (TMF) Management World in Dublin, Ireland, Lonergan outlines the simplification approach of stepping back from technology to instead look at short and medium-term positioning and business objectives within the ecosystem. Once that is clear, he says it will become easier to focus and decide on technology requirements.

Lonergan, a Vice President in Consumer Research at the Yankee Group, also outlines the changing criteria operators’ customers use to judge the quality of their service or subscription, contending that OSS/BSS personnel need to learn more about customer behavior and expectations as part of transformation projects.