A Phase Model of the Service Delivery Process for Bundle Services

Operational expenses represent a growing portion of costs for telecommunications services. Chronologically, the first service process is the Service Delivery, which starts after the Order Entry and leads to the entry into service. A model of the Service Delivery process is proposed that decomposes it into six phases. A statistical analysis is performed for the completion times of each phase, collected over a period of six months on an OLO (Other Licensed Operator). The Installation and the Number Portability phase appear as the most critical. The overall delivery time is shown to follow a lognormal distribution. An analysis of service delivery failure is also shown through the use of Pareto charts, where the most common cause of failures is the rejection by the incumbent operator of migration requests.