The Telco Revenue Assurance Handbook

, by Mattison, Rob; Mattison, Chrysanthemum; Mattison, Brigitte

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

ISBN: 9781411628014 | 1411628012
Cover: Paperback
Copyright: 5/2/2005

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A comprehensive guide to the setup, execution and management of the Revenue Assurance function within telecommunications companies.This book provides readers with information about how to use new technologies and revolutionary new approaches to help make revenue assurance faster, better, easier and more efficient than ever before possible. A must read for any serious telecommunications revenue assurance, billing audit or other financial telco manager.

Section 1: Chapter 1 Preface

(12)

Revenue Assurance -A Significant Challenge

(1)

The New Revenue Assurance Imperative

(1)

Understanding Telco Revenue Assurance Today

(1)

Lack of Supporting Information

(1)

The Purpose of this Book

(10)

Who Should Read this Book

(1)

How is this Book Organized?

(1)

Section 1 Introduction

(1)

Section 2 Getting Started

(1)

Section 3 Prioritization and Rationalization

(1)

Section 4 Mobilizing Your RA Initiatives

(1)

Section 5 Revenue Assurance Operations

(1)

Section 6 Revenue Assurance Systems

(1)

Section 7 Conclusion

(1)

Mattison's Guide to Telco Leakage and Revenue Maximization

(2)

Section 1: Chapter 2 Why is Revenue Assurance Important?

(10)

Regulatory Pressure

(1)

Profit Pressure

(1)

Merger Pressure

(1)

Convergence Pressure

(1)

Innovation Pressure

(1)

Why is Revenue Assurance Necessary?

(1)

Explaining the Problem

(2)

The Breakdown of the Revenue Management Process

(1)

What Really Happens?

(1)

How Extensive is the Problem?

(1)

Where Leakage Occurs

(4)

Specific Sources of Leakage

(2)

Conclusion

(2)

Section 2: Chapter 1 Revenue Assurance Scope and the RA Icon

(16)

The Need for a Revenue Assurance Icon

(1)

The Role of the eTOM

(2)

eTOM Basic Model

(5)

eTOM Operations Model - Vertical Dimensions

(1)

eTOM Operations Model- Horizontal Dimensions

(1)

Understanding Fulfillment

(1)

Assurance Management

(1)

Billing Management

(1)

Building on the eTOM for a Definition of RA

(4)

Revenue Management Chain

(1)

Collateral Revenue Assurance Areas

(1)

What about Fraud?

(1)

The Scope of Revenue Assurance

(1)

Definition of Terms: Extended Revenue Assurance

(2)

Literal Definition of Revenue Assurance

(1)

Liberal Definition of Revenue Assurance

(1)

Scope of RA Defined

(2)

Section 2: Chapter 2 Revenue Assurance Objectives and Approaches

(10)

Objectives for Revenue Assurance Activities

(1)

Leakage Management

(1)

Risk Management

(1)

Leakage Prevention

(1)

Leakage Management

(3)

Leakage Management - Challenges

(1)

Hard to Do...Easy to Ignore

(1)

Leakage Management - Approaches

(1)

Risk Management

(3)

Risk Management - Challenges

(2)

The Trick - Getting Better Risk Insight for Lower Cost

(1)

Risk Management -Approaches

(1)

Leakage Prevention

(3)

Leakage Prevention - Challenges

(1)

New Product Development

(1)

New Rate Plan Rollout

(1)

New Network Infrastructure Deployment

(1)

Leakage Prevention - Approaches

(2)

Section 2: Chapter 3 Core Revenue Assurance Functions and Disciplines

(8)

Two Dimensions to Revenue Assurance

(7)

The Scope Dimension - Where Does the Data Come From'?

(1)

The Functional Dimension - What Do you Actually DO'?

(3)

Auditing

(1)

Monitoring

(1)

Baselining (Score-Carding)

(1)

Investigation

(1)

Synchronization

(1)

Correction

(1)

The Revenue Assurance Roadmap

(2)

Section 2: Chapter 4 Coverage Models for Revenue Assurance

(10)

Coverage Mapping Approach

(1)

Typical Coverage Map for the Revenue Management Chain

(1)

Coverage Mapping as a Revenue Assurance Effort

(1)

RA vs. Operational Integrity

(6)

Visions of the RA Role

(1)

Revenue Assurance as Auditor

(1)

Revenue Assurance as Fill-In Group

(2)

The Real Role of Revenue Assurance

(2)

Section 2: Chapter 5 Operationalizing Revenue Assurance

(14)

A Best Practices View of Revenue Assurance Functions

(1)

Baselining

(7)

Characteristics of Well Run Baseline Reports

(1)

Categories of Baseline Reports

(1)

Revenue Recognition Reports

(1)

Billing Activity Reports

(1)

Revenue Realization Reports

(1)

Monitoring

(2)

Auditing

(2)

Process Specific-Regular Audits

(1)

Event Triggered Audits

(1)

Random Audits

(1)

Audit Execution

(1)

Synchronization

(1)

Investigations

(1)

Prospecting

(1)

Corrections

(1)

Section 3: Chapter 1 Rationalizing Revenue Assurance Activities

(10)

Benefits of Formalized Prioritization Policies and Procedures

(1)

Leakage Repair Rationalization

(3)

Sizing a Leak

(1)

Net Revenue Lost - Past, Present and Future

(1)

Customer Relationship Perspective

(1)

Regulatory Perspective

(1)

Costing a Solution - Plugging the Leak

(1)

Leakage Identification Rationalization

(2)

The Probability of the Existence of a Leak and its Size

(1)

The Chances of Finding Leakage and the Costs

(1)

Risk Management and Leakage Prevention Rationalization

(2)

No Risk Management Position

(1)

Exhaustive Risk Management Position

(1)

Balanced Risk Management Position

(1)

One Major Caveat

(1)

Moving Forward

(2)

Section 3: Chapter 2 Understanding Revenue Assurance Costs

(12)

The Cost/Benefit Equation for RA

(2)

RA Benefits Evaluation

(1)

Revenue Assurance is About Assurance, First and Foremost

(2)

Expanding the Benefits Side of the Formula

(1)

RA Costs Evaluation

(2)

Understanding the Cost Side of the Formula

(4)

The Principle Components of RA Costs

(1)

Man Hour Costs

(1)

Duration Costs and the Expediency Penalty

(1)

Credibility and Consensus Costs

(1)

Opportunity Costs

(1)

Collateral Systems Impact Costs

(1)

Infrastructure Investments

(2)

Operational and Organizational Investments

100

(1)

Competency Investments

100

(1)

Flexibility Investments

101

(1)

Critical Success Factors

101

(1)

Cost Tradeoffs -Getting the Optimum Cost

102

(1)

Section 3: Chapter 3 Leakage Mapping and Noise

103

(14)

Trying to Solve Strategic Problems with Tactical Solutions

103

(1)

Symptoms of a Lack of Strategic Direction

104

(1)

Strategic Revenue Assurance Questions

104

(1)

Strategic Guideline Development

105

(1)

Key Areas and KPis

106

(1)

Evaluating Revenue Management Risk

106

(8)

Subjective Evaluation -A Valid Starting Point

107

(1)

Objective Evaluation - The Revenue Leakage Mapping Technique

107

(4)

Step 1 Identify Nutwork Activity in Minutes for a Given Month

108

(1)

Step 2 Identify the Total Revenue Realized for the Month

109

(1)

Step 3 Create an Estimate of Unrecoverable Activity

110

(1)

Sizing your Firm's Risk Exposure

111

(1)

The Importance of Declaring Noise Levels

112

(1)

Preparing the First Set of Numbers

112

(1)

What the Noise Number Represents?

113

(1)

Making Decisions with the Noise Number

113

(1)

Formalizing the Noise Number

113

(1)

Applying the Noise Concept to the Overall Revenue Assurance Process

114

(3)

Successful and Profitable Revenue Assurance Project

116

(1)

A Revenue Assurance Project that is a Total Failure

116

(1)

Section 3: Chapter 4 Prioritizing Tactical RA Requirements

117

(8)

The Six Major Disciplines and their Relationships

118

(1)

Handling Collection, Allocation and Follow-Up on RA Requests

118

(1)

Revenue Assurance Delivery Queues

119

(4)

Queuing Theory and RA Requirements

120

(1)

Major RA Development and Delivery Queues

120

(1)

Why Use Discipline/System Based Queues?

121

(2)

Establishing the Formal RA Help Desk

123

(2)

Section 3: Chapter 5 Why not Automate Revenue Assurance?

125

(4)

Breadth and Depth of the Fully Automated System

125

(1)

System Flexibility and Rate of Change Requirement

126

(1)

Systems don't Deliver RA, People do

127

(1)

The Balanced Approach

127

(2)

The Two Sides of Revenue Assurance Delivery

127

(2)

Section 4: Chapter 1 Mobilizing your Revenue Assurance Initiative

129

(6)

Wrestling with the Multiple-Objective Initiative Challenges

129

(1)

The Biggest Challenge to Any RA Initiative: Inertia

130

(2)

Inertia Remedy Technique No. 1: Facts

130

(1)

Revenue Assuranceand the Search for Real Facts

131

(1)

Inertia Remedy Technique No. 2: Bundling

131

(1)

Welcome to the Revenue Assurance Morass

132

(3)

Revenue Assurance Case Building Techniques

132

(1)

Revenue Assurance Capabilities Assessment (Chapter 4.2)

132

(1)

Opportunity Maps (Chapter 4.3)

133

(1)

Implementation Avenues (Chapter 4.4)

133

(1)

Revenue Assurance Project Challenges

133

(2)

Buying and Installing an RA System (Chapter 4.5)

133

(1)

Engaging Consultants to Assist with RA Activities (Chapter 4.6)

134

(1)

The "Classical" Revenue Assurance Project Plan (Chapter 4.7)

134

(1)

Setting up a Revenue Assurance Group (Chapter 4.8)

134

(1)

BPR, Six Sigma and Revenue Assurance (Chapter 4.9)

134

(1)

Section 4: Chapter 2 A Framework for Assessing RA Capabilities

135

(16)

Using the Assessment Framework

135

(3)

Know What you Have, to Decide What you Need

136

(1)

The Major Assessment Areas

136

(1)

Assessment Dimensions

137

(1)

Organizational Structure Review

138

(1)

Organizational Assessment Challenges

139

(1)

Operational Environment Review

139

(3)

Operational Investigation Issues

140

(1)

Operational Reporting Issues

141

(1)

Audit Issues

142

(1)

Computer Infrastructure Review

142

(1)

Staff Evaluation

143

(3)

Staff Evaluation Issues

146

(1)

RA Leakage Map

146

(1)

RA Coverage and Credibility Assessment

147

(2)

Making Use of Assessment Results

149

(2)

Section 4: Chapter 3 Opportunity Maps

151

(14)

Building your Opportunity Maps

152

(11)

Step 1: Diagram your Revenue Management Chain

152

(1)

Step 2: Assigning Revenue Flows - The Minutes Map

153

(2)

Step 3: Creating Filtered Minutes Maps

155

(2)

Step 4: Converting Minutes to Money

157

(4)

Step 5: Backward Applying Revenue

161

(2)

Step 6: Forward Applying Revenue

163

(1)

Using the Opportunity Map

163

(2)

The Opportunity Map as the Revenue Assurance Group's Roadmap

163

(1)

The Opportunity Map as an Ongoing Scorecard

164

(1)

The Opportunity Map as a Planning Tool

164

(1)

Section 4: Chapter 4 Implementation Avenues

165

(8)

Complex Problems with Complex Solutions

165

(1)

Major Avenues to Revenue Assurance Improvement

166

(1)

The I/T Based Approach to Revenue Assurance

166

(4)

Main Challenges to the I/T Based Approach

167

(1)

Common ITT' Based Approaches

168

(2)

The Business Process Re-Engineering Approach to Revenue Assurance

170

(1)

Methods of Operational Integrity Assurance

170

(1)

The Organizational Approach to Revenue Assurance

171

(2)

Section 4: Chapter 5 Buying and Installing a Revenue Assurance System

173

(16)

Specialty Systems

174

(1)

Operational System Enhancements

174

(1)

Cross-System Coordination

174

(2)

Vendors of Operational Systems and "Scope Stretch"

175

(1)

Vendors of Data-Based Solutions

175

(1)

Issues with Data-Based Solutions

176

(3)

First - If it's so Easy, Why don't Telcos Just Build Their Own?

176

(1)

Second - What is the Difference Between Vendors?

177

(2)

Implementation Strategy

177

(1)

Experience

178

(1)

Expertise

178

(1)

Assets

178

(1)

Before you Start Shopping

179

(4)

Develop a Viable Leakage Map

179

(1)

Develop an Opportunity Map

179

(1)

Perform an Organizational Assessment

180

(1)

Define Clear Goals and Objectives, in Specific Terms

180

(1)

Use the RA Icon

180

(1)

Perform ROI Analysis and Document it Before You Start

181

(1)

Know your Revenue Management Chain

181

(1)

Why So Much Preparation?

181

(2)

Prepare your Organization for the Vendor Avalanche

182

(1)

Issuing an RFP or an RFI

183

(1)

Include Operational and Organizational Requirements

183

(1)

Include Financial Deliverables

183

(1)

Evaluating Responses

184

(5)

Don't Assume that They Know More than You

184

(1)

References, Demos and Site Visits

184

(1)

There is no Such Thing as Magic

184

(1)

Build in Integrity Checks on I/T Claims & Operational Claims

184

(1)

Beware of the Data

185

(1)

Beware of the Business Rules

185

(1)

Get it in Writing

185

(1)

Get Hardware as well as Software Estimates

186

(1)

Keep their Hard Work out of your Internal Organization

186

(1)

Don't use Vendors as Teachers

186

(1)

Structuring the Contract and Delivery

187

(2)

Section 4: Chapter 6 Engaging Consultants

189

(16)

Why Engage Consultants?

189

(1)

Consultant Management Parameters

190

(3)

Types of Consultants

190

(2)

Contract Labor - Staff Supplementation

191

(1)

Specialty Consultants

191

(1)

Consulting Contracts

192

(6)

Consulting Contracts - Core Success Parameters

192

(1)

Carrier Contract Position Parameters

193

(3)

Objectives

193

(1)

Awareness

194

(1)

Autonomy

194

(1)

Access

195

(1)

Accountability & Responsibility

196

(1)

Sensitivity

196

(1)

Consultant Delivery Posture Parameters

196

(2)

Staffing Levels

196

(1)

Skills and Experience Levels

197

(1)

Methodologies and Disciplines

197

(1)

Price

197

(1)

Timing

198

(1)

Assessing Consultants and Engagements

198

(1)

Company Contract Position vs. Consultant Delivery Posture Analysis

198

(3)

The Negotiation Process

200

(1)

Getting into Trouble with Revenue Assurance Consulting

201

(3)

Failures of the Carrier

201

(1)

Poorly Defined Objectives

201

(1)

Poor Awareness = Poor Results

201

(1)

Assumptions about Autonomy and Access

202

(1)

Failure to Clearly Lay Out Responsibilities and Accountabilities

202

(1)

Failures of the Consultant

202

(1)

Skills and Experience

202

(1)

Methodology and Discipline

203

(1)

Failure to Understand or Require Autonomy and Accessibility

203

(1)

Failure to Read the Environment (Poor Awareness)

203

(1)

Scope Creep

204

(1)

Conclusion

204

(1)

Section 4: Chapter 7 Dissecting the Classical RA Project Plan

205

(14)

The Classical Revenue Assurance Project Plan

206

(1)

The Assessment Phase

206

(6)

Components of an Assessment

207

(4)

Situational Review

207

(1)

Organizational Review

208

(1)

Skills and Team Review

208

(1)

Systems Review

209

(1)

Process Review

209

(1)

Metrics Review

210

(1)

Metrics Development

210

(1)

How Much Effort Should go into an Assessment Phase?

211

(1)

The Solution Development Phase

212

(2)

Organizational Change

212

(1)

Operational Change

213

(1)

Computer Systems Enhancements

213

(1)

Skills Improvements

213

(1)

New Metrics Establishment

213

(1)

The Correction Phase

214

(2)

Quick Fixes

215

(1)

Institutional Remedies

215

(1)

Recovery Efforts

215

(1)

The Institutionalization Phase

216

(1)

Creation of New Organizations

216

(1)

Incorporation of New Systems

216

(1)

Development of New Policies and Procedures

217

(1)

Integration of New Metrics

217

(1)

Creation of Closed Loop Systems and Self-Learning Organizations

217

(2)

Section 4: Chapter 8 The Revenue Assurance Group

219

(24)

Responsibilities of a Revenue Assurance Group

219

(5)

Limitations Inherent in the RA Function

220

(1)

Learning How to PIC the Right Solutions

221

(1)

RA Manager Assets

221

(1)

Virtual Assets and the Shared RA Mission

222

(1)

Borrowing Assets from Other Departments

222

(1)

Internal Versus Borrowed Resources

222

(1)

Pitfalls of Borrowing

223

(1)

Credibility as an Asset

223

(1)

Developing an Inventory of Coverage Needs

224

(1)

Coverage for Corporate-wide Risk

224

(1)

Leakage Threat Response

225

(1)

Leakage Threat Management Discipline

225

(1)

The Investigation Function

225

(1)

Staffing for Leakage-Threat Response

226

(1)

Leakage Monitoring

226

(4)

Monitoring and Reviewing

227

(1)

Creating and Maintaining Baseline Reports

228

(1)

Staffing for Leakage Monitoring

229

(1)

Leakage Remedy

230

(1)

Leakage Prevention

230

(1)

Staffing for Leakage Prevention

231

(1)

Developing Coverage for System-Specific Risk

231

(8)

Staffing for Audits

231

(1)

Auditing: A Specialized Area

232

(1)

Staffing for Specific-System Monitoring

232

(1)

Corporate Audit and Monitoring Departments

233

(1)

Corporate Level Investigation and Prospecting

234

(1)

Regional/State level RA

234

(1)

Focused Revenue Assurance Functions

235

(2)

Billing RA

235

(1)

Mediation RA

235

(1)

Collections RA

235

(1)

Dunning RA

236

(1)

Network RA

236

(1)

Customer RA

236

(1)

Activation RA

236

(1)

Service Order RA

236

(1)

Staffing, Skills, Roles, and Responsibilities

237

(1)

Creating and Maintaining the Baseline Reports

237

(1)

Monitoring and Reviewing

238

(1)

Audit Skills

238

(1)

Investigations: Reactive/Proactive

239

(1)

A Catalog of Skill Sets

239

(1)

Subject Areas

239

(1)

Technical Skills

240

(1)

Creating a Staffing Roadmap

240

(3)

Staffing Checklist: Operational Area Monitoring

241

(1)

Staffing Checklist: Corporate-Wide Monitoring

242

(1)

Section 4: Chapter 9 Business Process Re-Engineering Six Sigma and RA

243

(18)

A History of Business Process Engineering Approaches

243

(1)

Business Process Re-engineering

244

(1)

Total Quality Management

245

(2)

Six Sigma

247

(1)

Six Sigma and its Statistical Roots

247

(1)

Six Sigma Methodology

248

(1)

Black Belts and Green Belts

248

(1)

Applying these Disciplines to RA

248

(2)

Common Elements of all Process Engineering Approaches

249

(1)

Core Process Modeling Techniques

250

(11)

IDEE

250

(3)

How to Create an IDEFO Diagram

251

(2)

Cross Functional Flowchart

253

(1)

Data Flow Diagrams

254

(2)

Fishbone Diagram (Cause and Effect Diagram)

256

(1)

Workflow Diagrams

257

(4)

Section 5: Chapter 1 Monitoring and Reporting

261

(16)

Different Types of Revenue Assurance Reports

261

(3)

Audit Reports

262

(1)

Operational System Reports

262

(1)

Monitoring Reports

262

(1)

Baseline Reports

263

(1)

Overlap Between Categories of Reports

263

(1)

Manually Prepared vs. Computer Generated Reports

264

(1)

A Leakage Perspective on Reports

264

(2)

Understanding Intra-Process Leakage

266

(3)

Categories of Monitoring Reports

269

(1)

Reporting Criteria

269

(1)

Creating a Monitoring Report Portfolio

270

(1)

Why So Many Reports? The Transformation Problem

270

(1)

Using Monitoring Reports

270

(4)

Time Series, Transformation and Other Challenges

271

(1)

The Time-Series Anomaly

271

(1)

Why Use Monitoring Reports?

272

(1)

Using I/O Reports

272

(1)

Using Aging-, Error- and Reject-File Reports

273

(1)

Using Reference-Data Reports

273

(1)

Using Distribution Reports

273

(1)

Judgment and the Human Factor

274

(1)

Prioritizing the Report Specification Process

275

(1)

Build, Buy or Borrow your Monitoring Reports?

275

(1)

Leveraging Monitoring Reports

276

(1)

Mapping your Monitoring Report Environment

276

(1)

Section 5: Chapter 2 Baseline Reporting

277

(16)

Reasons for Baseline Reporting

277

(1)

Detecting Inter-Process Leakage

277

(1)

Baselines Assess Individual Operations

278

(1)

Establishing C-Level Monitoring Capabilities

278

(1)

Baseline Reports as Early Leakage Warning Systems

278

(1)

Baseline Report Types -A Review

278

(1)

Description of Baseline Reports

278

(10)

The Time-Phase Challenge

280

(3)

Revenue Recognition Timing and Units of Measure

281

(1)

Revenue Invoicing Timing and Units of Measure

281

(1)

Revenue Realization Timing and Units of Measure

282

(1)

Top-Level Reports

283

(1)

Second-Level Reports

284

(1)

Third-Level Reports

285

(2)

Cash-Flow Position Reports

287

(1)

Creating Baseline Reports

288

(5)

Technical Challenges

288

(1)

Business Challenges to Baseline Reporting

289

(2)

Addressing Business Challenges

291

(2)

Credibility - the First Priority

291

(1)

Involve All Organizations in the Design of Baseline Reports

291

(1)

Perform Business Certification of All Reported Values

291

(1)

Protect the Credibility of the System

292

(1)

Section 5: Chapter 3 Investigation and Prospecting

293

(8)

What is Investigation and Prospecting?

293

(2)

Where are These Techniques Applied?

294

(1)

The Need for an Investigation Discipline

295

(1)

Investigation Scenarios

295

(3)

New Product Development

295

(1)

Enter the Investigator

296

(1)

Persistent Anomalies

296

(1)

Ad Hoc/Catastrophic Events

297

(1)

Deep Diving

297

(1)

Skills and Infrastructure to Support Investigations

298

(3)

Investigator Skill Sets

298

(1)

Investigator Temperament and Aptitude

299

(1)

Organizational Issues for Investigation

300

(1)

Section 5: Chapter 4 Audit Functions

301

(18)

Types of Audits

301

(1)

Characteristics of Audit Processes

302

(1)

Audit Techniques

303

(7)

Tracing

303

(2)

Alignment Record Layouts (ARL)

305

(1)

Sampling

305

(1)

Test Calls

306

(2)

Reconciliation

308

(1)

Performing Reconciliation

308

(1)

Audit Architecture

309

(1)

Audit Review

310

(8)

Bill-Cycle Audit

310

(3)

Configuration Audits

313

(1)

Event Audits

314

(1)

Audit and Reconfiguration Triggers

314

(3)

New Product Development

315

(1)

New Bill Codes

315

(1)

System Changes

316

(1)

Major Changes in Personnel or Organizational Structure

316

(1)

Catastrophic Events

316

(1)

System Audits

317

(1)

Audit Summary

318

(1)

Section 6: Chapter 1 RA Systems Development

319

(18)

Current Industry Practices in Revenue Assurance

319

(1)

Trends and Future Directions in RA Systems Development

320

(1)

Top Management Attitude Change about RA

320

(1)

Change in Hardware and Software Costs

321

(1)

Change in Attitude of Revenue Assurance Professionals

321

(1)

Basic Revenue Assurance System Options

321

(3)

Assembling the Building Blocks

321

(1)

Building a Revenue Assurance System

322

(1)

The "Dreaded" List of Requirements

323

(1)

The "Dreaded" list of Examples of Revenue Assurance Exposure

323

(1)

The Structural Approach to Deploying Revenue Assurance Systems

324

(1)

Critical Success Factors in RA System Development

324

(1)

1. It is a Collection of Capabilities, Not an Application

324

(1)

2. Everything Should be Driven by Risk/Return Analysis

325

(1)

3. Use What You Have Available

325

(1)

Overall Architecture

325

(2)

Monitoring Modules

325

(1)

Scorecard Modules

326

(1)

Reconciliation Modules

326

(1)

Audit Modules

326

(1)

Specialized Modules

326

(1)

Challenges of Building a Revenue Assurance System

327

(2)

Build Versus Buy and the Role of COTS

327

(1)

Alternative Architectures: Hard-coded Versus Layered Applications

328

(1)

The Traditional Hard-Coded Approach

328

(1)

The Layered Architectural Approach

329

(1)

Step One: Architecture Design - Determining the Information Sources

329

(8)

Operational Systems

329

(2)

What Information is Needed?

331

(1)

Difficulties in Determining Information Requirements

332

(1)

Defining Information Requirements

333

(1)

Objectives for Revenue Assurance Systems Design

334

(3)

Section 6: Chapter 2 Revenue Assurance Architectural Design

337

(20)

Designing Architecture for Monitoring

337

(3)

Direct Access to Operational Systems

339

(1)

Leveraging the Architecture

340

(3)

Access Layer Leverage

341

(1)

Storage Layer Leverage

341

(2)

Designing Architecture for Reconciliation

343

(2)

About COTS Applications

345

(2)

Figure 6.2.8 Reconciliation systems design

345

(2)

Creating Architecture for Investigation and Auditing

347

(1)

Issues with architecture development

348

(19)

User-Interface Issues

348

(3)

Single Point of Access/Consistent Look and Feel

350

(1)

Good Response Time

350

(1)

Data Storage and Post-Processing Issues

351

(2)

Realities

351

(1)

Political Constraints

352

(1)

Contention Issues

352

(1)

Timing and Data Volume Issues

353

(1)

Access, Extract, Transform, and Load Issues

353

(1)

A Comparison of Approaches

354

(3)

Section 6: Chapter 3 Special Revenue Assurance Application

357

(10)

Network Probes

357

(2)

Rating Engines and Other Comparison Engines

359

(2)

The Role of Rating Engines

361

(1)

Traffic and Activity Simulation Applications

361

(2)

Simulation Application Uses

363

(1)

Fraud Management Systems

363

(5)

Basic Operational Approach of Fraud Management Systems

364

(3)

Section 6: Chapter 4 Assembling the Building Blocks

367

(8)

The Right Architecture Based on the Organization's Needs

368

(2)

Can You Build the Architecture Without Business Knowledge'?

370

(1)

Right Architecture Based on the Current Systems Environment

370

(1)

Compiling the Information Needed

371

(1)

General Guidelines for Creating a Comprehensive RA Environment

371

(5)

The Requirements-Driven Approach

371

(1)

The Information-Capabilities-Driven Approach

372

(1)

Conclusion

373

(2)

Section 7: Chapter 1 Conclusion

375

(10)

Goals for This Book

375

(1)

Key Concepts Established

376

(7)

The Scope of Revenue Assurance

376

(1)

Objectives and Approaches

377

(1)

Core Functions and Disciplines

377

(1)

Coverage Models

377

(1)

Operationalism and Responsibility

378

(1)

Rationalization

378

(2)

The "Noise" Concept

379

(1)

The Opportunity Map

379

(1)

Mobilization

380

(1)

Is RA an I/T, Organizational or Operational Problem'?

380

(1)

The Capabilities Assessment

380

(1)

Purchasing Revenue Assurance Software

381

(1)

Using Consultants to Assist with Revenue Assurance Efforts

381

(1)

Using BPR, Six Sigma and Business Process Re-engineering

381

(1)

Operational Framework and Details

381

(2)

Monitoring

381

(1)

Baselining

382

(1)

Investigation

382

(1)

Auditing

382

(1)

Staffing

383

(1)

Computer Systems: Roles and Issues

383

(1)

Architecture

383

(1)

Welcome to RA - It Grows More Complicated Every Day

383

(2)

The Need Keeps Growing

384

(1)

Acronyms

385

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The Telco Revenue Assurance Handbook

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Table of Contents

Supplemental Materials

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