Transcript msteri-communications.com

Re-Engineering Billing and Collections
in an Oracle / Object-Oriented World
- Oracle Applications User Group Conference Orlando, Florida
April 1996
Gregory T. Robleski
Director, Program Mgmt - Billing
Bell Atlantic Network Services, Inc.
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Topics
o
The Management and Systems Challenge
o
Application Development Using an Object Approach
o
Overcoming Resistance to the Object World
o
Checkpoint and Lessons Learned
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The Management and Systems Challenge: The Factors
o
Bell Atlantic is one of the seven Regional Bell Operating
Companies (RBOC’s).
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Serves 7 states (DC, DE, MD, NJ, PA, VA and WV)
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14 million customers
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$15 billion in revenue
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75,000 employees
o
But Bell Atlantic is not one company.
o
Bell Atlantic is a RBOC.
How to Effect and Control Massive Business Process and Information Systems Change.
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Bell Atlantic Current Billing / Customer Contact High-Level Flows
PA NJ
PA /NJ
INVOICES
PA NETW
PASEF
DOE
CSR
3270
PA
DOE
SSNS
PA DOE
DOE
PA
CAF
Calculate
PA SOP
Invoice
Generation
REVENUE
ACCOUNTING
BOSS
Customer Data Bases
NJ NETW
CSR
3270
SSNS
PA
DOE
PADOE
DOE
NJ
MISOS
ATT/MCI
IBS
EDIT RATE
PANJ Toll
RAMA
BAUI
ECDB
CP NETW
SOACS
CP Toll
ATT/MCI
C&P
EDIT RATE
MAST ACCT
CSR
3270
SSNS
PA
DOE
Customer Data Bases
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CORP
INVO
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Calculation
Invoice
Generation
BOSS
INVOICES
REVENUE
ACCOUNTING
The Management and Systems Challenge: The Objective
o
One regional-oriented company:
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One workforce;
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One management infrastructure.
o
Obliterate the legacy systems (information, management, personnel
etc.) and mindset.
o
Turn the battleship in four years, or less!
The Demands of the Marketplace Must Drive the Technology and the Business Processes!
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Bell Atlantic New Billing / Customer Contact Architecture
Invoice Processing
Service Order Processing
Customer Contact
3rd Parties
SOACS
MISOS
DOE
IBS
SOP
NETW
SEFS
ACCTS
MASTERFILE
Invoice
Preparation
PA/NJ
Billing
C/P
Billing
BATCH
SOE
Account
Receivable
Reports
Financial
Databases
Collection
Credit
Manager
Media
Distribution
Pricing
Manager
SSNS
EXPRESS
DATA BASE
Service
Express
Service
Delivery
Outbound
interfaces
Input
Manager
Networks
Network
Systems
Pre-Processor
Rate & Pricing
Toll
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BOSS
Replacement
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3rd Parties
Invoice
Media
Production
The Management and Systems Challenge: The Solution
o
For many industries / organizations, change has become a way of
life.
o
For many industries / organizations, technology has become the
business.
o
The pace of business and technology change is quickly becoming
the responsibility of the CEO and Board.
o
Only organizations which merge a business perspective with a
technology culture can successfully manage massive, technologypowered change.
The Promise of Object-Oriented Analysis, Design & Development!
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Application Development Using an Object Approach
o
The demands of the marketplace required an aggressive solution.
o
But little experience with Objects.
o
A somewhat different paradigm is needed:
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Central oversight and issue management.
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Project status reporting and metrics.
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Top-to-bottom client involvement.
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External constituencies.
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Bifurcating of the IS Organization.
The Program Office Is the Mechanism to Manage Development and Change!
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Office Structure / Organization
Billing Steering Committee
o BPE - Bennett
o SBS - Eisenhart
o IS - Naderkhani,
o FO - Sherman
o Carrier - Swan
o Fed - France
Connor, Gordon, McDermott, Stallard, Szygenda, Wolfe
o Pub / OS - Bautz
o Dir - Moore
o Network - Guerard
o Consumer - Sutter
o LBS - Van Tuyle
o OCS - Sprehe
Business
Advisors
Process Owner - Billing
McDermott
Express Release 1 Program Office
Process Management
Overall Express Program Manager, Robleski
Client Project Managers:
LOB Implementation Mgrs:
o Requirements Management - TBD
o Pub / OS - Bautz
o User Testing / Customer/ Data Cleanup o Fin Ops - Derderian
Deering
o LBS - DiLella
o Input manager/Client - Needhammer
o Consumer - Sanders
o Communications - Whelan
o SBS - Talbert
o Issues Logging / Schedules - Muscaro
o Carrier - Toothman
o Bill Inquiry Methods / BOSS - Young
o Directory - Weaver
o User Training - Zemke
o Network - Needhammer
o Regulatory - Grover
o Federal - Stevenson
o Process Compliance - Gillette
o Toll - Meyerson
o Bill Formats & Methods - Lardy
o OCS - Quirk
o A / R Replacement - Weiss
o Admin / Lotus Notes - Owens
IS Release Mgmt, Daniels
o Release Management - Sieber
o Systems Engineering - Harvey
o Release 1.2 Mgmt - DiBella
o Release 1.5 Mgmt - Szuba
o Conversion - TBD
o Financial Analysis / Process Costs Twillman
o Billing Planning - Gupta
o Payment Processing - Moore
o Change Mgmt - Artz
o Metrics - Hardy
o Administration - Flowers
IS Project Managers
Software Development:
o DiGiovanni
o Ferri
o Henry
o Dragoni
o Fremont
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Release Support:
o Printers/Inserters - Cole, Henry
o Print Center Construction - Cole
o Data - Swift
o Collection Ctr Methods - Haderer
o Integration Testing - Dunigan
o Workstations/Servers - Riley
o Bill Quality Ctr - Felter, Hart
o Operations Interfaces - Felter, Hart
o Production Mgmt - Collazo
o Product Catalog - Olson
Overcoming Resistance
o
Nothing is easy!
o
Not a replacement for understanding the business and the clients.
o
Not a solution to all problems.
o
Most resistance is found in the technology organization(s)!
o
Selection of Legacy to Object migration path is critical.
o
Inability to monitor development and project status.
Be Prepared! The Road to Objects Is Bumpy!
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Checkpoint and Lessons Learned
o
o
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expressTrak has been a success!
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New invoice introduced.
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Cost savings beginning to be realized.
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EDI and INTERNET payment trials proceeding.
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Staff being re-deployed.
Objects do offer advantages:
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Productivity gains.
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Easy to explain to clients / business people.
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Checkpoint and Lessons Learned
o
Objects cause management problems:
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Time lines are iterative and meaningless.
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Staffing / Hiring costs skyrocket.
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Project estimation and management become significantly
harder.
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Impossible to pursue without a heavy client commitment /
involvement (i.e., The Program Office).
The Object Wave is Coming!
You Can Either Ride It, or Be Swept Away!
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