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#GridInterop
Leveraging Telco Frameworks for Smart Grid
Innovative Architecture Models
Grid-Interop 2011
#GridInterop Phoenix, AZ, Dec 5-8, 2011 2
Presentation Outline
• Null Hypothesis/ AlternativeHypothesis
• TMForum Frameworx
• APQC Process Framework
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#GridInterop Phoenix, AZ, Dec 5-8, 2011 3
Null Hypothesis
• a null hypothesis (H0) is a hypothesis set up to be nullified or refuted in order to support an alternative hypothesis
Utility Organizations are sounique that they have nothing incommon with other Industries.
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Alternate Hypothesis
Utility’s customer-facing business processes and information systems are almost exactly the same as other mature services industries, especially Telecommunications/Communication Services Providers (CSPs)
Therefore, Utilities can learn from mature, post-disruptive technology business and systems
models from those other industries.
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Utilities and Telco’s: It’s mostly the same north of the grid/network…
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Functional Similarities between Telcos and Utilities (eTOM View)
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Systems Similarities between Telcosand Utilities
Similar• Customer Billing Database• Customer Info System (CIS)• Connect/Disconnect/Power
Limitation– Remote 2-way communication
with an intelligent device
• Call Center/Call Handling/IVR• CRM• Static/Dynamic GIS Viewer• Outage Analysis• Outage Detection
Dissimilar
• Engineering Analysis (Power Grid)
• Load Management
• Load Profile
• Meter Reading (head-end systems)
• Automated Staking (field design and cost estimation)
Based on Multispeak Specs for Energy Utilities
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Success Stories – Telco companies/product selling to Utilities
• Convergys – Duke
• Metratech – Onstream (UK)
• HP – Italy AMI
• Clarity – Western Power, Singapore (eTOM OSS/BSS)
• Lavastorm (analytics) – FP&L (Cust Care/Call Center)
• TailorMade (Sweden), SKTA, Hansen - Rating Engine
• GE Energy/Smallworld, ESRI - Automated Mapping/Facilities Management/GIS
• Netcracker (Bonneville Power), Telecordia - telecomm network management
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TM FORUM FRAMEWORX MODEL
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Service Delivery
Service Delivery
Telecom Best Practice Transformation
Customer
Service
Organization
Process
IT Systems
Network
1990’s Transformation Programs 2010’s
GSM Mobile PSTN
DataIP Tx
Mobile S&M Eng IT Ops
Smart Network (NGN)
Frameworx
Technology OperationsCorporate
MyService Delivery
Service Innovation Brand Transformation
Organizational Transformation
Process & SystemTransformation
NGN NetworkTransformation
ADSLPOTSGSM
Product Development
PersonalisedBundledBranded Best QualityLeanBenchmarked
Manual Network Centric
Operational Model
Automated CustomerCentric
Operational Model
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Customer
Service
Organisation
Process
IT Systems
Network GSM Mobile PSTN
DataIP Tx
Mobile S&M Eng IT Ops
ADSLPOTSGSM
Manual Network Centric
Operational Model
Legacy
Telecom Best Practice – Customer Empowerment
The Transformation Roadmap: React, Measure, Influence, Predict Customer Behaviour, Optimize it
TransformationPrograms
Service Innovation Brand Transformation
Now
OrganisationalTransformation
NGOSS SystemsTransformation
NGN NetworkTransformation
PersonalisedBundledBranded Best QualityLeanBenchmarked
NGN
Technology OperationsCorporate
Product Development
My Service
Delivery
Frameworx
ERP OSS
BILLCRMSOA
Automated CustomerCentric
Operational Model
Self ServiceConverged
Future
PersonalisedBundledBranded Best QualityLeanBenchmarked
Smart Network
Technology OperationsCorporate
Product Development
My Service
Delivery
Frameworx
CustomerEmpowered Operational
Model
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Integration Framework
ApplicationsFramework
Market Strategy & PlanMarket Segment
Marketing CampaignCompetitor
Contact/Lead/ProspectSales Statistic Sales Channel
ProductProduct Specification Product Offering
Strategic Product Portfolio Plan Product PerformanceProduct Usage
CustomerCustomer Interaction
Customer OrderCustomer Statistic
Customer ProblemCustomer SLA
Applied Customer Billing RateCustomer Bill Customer Bill Inquiry
Service
Service Specification
Service Applications
Service Configuration
Service Performance
Service Usage
Service Strategy & Plan
Service Trouble Service Test
Resource
Resource Specification
Resource Topology
Resource Configuration
Resource Performance
Resource Usage
Resource Strategy & Plan
Resource Trouble Resource Test
Supplier/Partner
S/P Plan
S/P Interaction
S/P Product
S/P Order
S/P SLA
S/P Problem S/P Bill Inquiry
S/P Statistic S/P Payment
S/P Performance S/P Bill
Revenue Assurance
Party
Location
Business Interaction
PolicyAgreement
UsageRoot
Base Types
Project
Time
Performance
Information Framework
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure ReadinessStrategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure ReadinessStrategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Business Processes Framework
Aligned with TOGAF, SOA, ITIL
Frameworx
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Integration Framework
ApplicationsFramework
Market Strategy & PlanMarket Segment
Marketing CampaignCompetitor
Contact/Lead/ProspectSales Statistic Sales Channel
ProductProduct Specification Product Offering
Strategic Product Portfolio Plan Product PerformanceProduct Usage
CustomerCustomer Interaction
Customer OrderCustomer Statistic
Customer ProblemCustomer SLA
Applied Customer Billing RateCustomer Bill Customer Bill Inquiry
Service
Service Specification
Service Applications
Service Configuration
Service Performance
Service Usage
Service Strategy & Plan
Service Trouble Service Test
Resource
Resource Specification
Resource Topology
Resource Configuration
Resource Performance
Resource Usage
Resource Strategy & Plan
Resource Trouble Resource Test
Supplier/Partner
S/P Plan
S/P Interaction
S/P Product
S/P Order
S/P SLA
S/P Problem S/P Bill Inquiry
S/P Statistic S/P Payment
S/P Performance S/P Bill
Revenue Assurance
Party
Location
Business Interaction
PolicyAgreement
UsageRoot
Base Types
Project
Time
Performance
Information Framework
Technology
Information
Applications
Business models and processes
People
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure ReadinessStrategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure ReadinessStrategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Business Processes Framework
1st: SOA based business architecture……out of the box
Aligned with TOGAF, SOA, ITIL, ITU Adopted Grid-Interop 2011
#GridInterop Phoenix, AZ, Dec 5-8, 2011 14
eTOM Business Process Framework – Level 1
Enterprise Management
Strategy, Infrastructure & Product Operations
Fulfillment Assurance Billing &Revenue Management
ProductLifecycleManagement
InfrastructureLifecycleManagement
Operations Support & Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Strategy & Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)(Application, Computing and Network)
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
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eTOM Business Process Framework Operations – Level 2
Operations
Fulfillment Assurance Billing & Revenue Management
Operations Support & Readiness
Service Management &Operations
Resource Management &Operations
Supplier/Partner RelationshipManagement
Customer RelationshipManagement
Retention & Loyalty
Customer Interface Management
Selling
Resource Data Collection & Distribution
Supplier/Partner Interface Management
S/P PerformanceManagement
S/P Problem Reporting &Management
S/P Requisition
Management
ResourceProvisioning
ResourceTrouble
Management
ResourcePerformance Management
ServiceQuality
Management
ServiceProblem
Management
CustomerQoS / SLA
Management
S/P Settlements& Payments
Management
Service Guiding & Mediation
MarketingFulfillmentResponse
S/PRMSupport &Readiness
SM&O Support &Readiness
RM&O Support &Readiness
CRM Support &Readiness
ServiceConfiguration & Activation
OrderHandling
ProblemHandling
Bill Payments & Receivables Mgt.
Bill InvoiceManagement
Manage Billing Events Charging
Bill InquiryHandling
Resource Mediation& Reporting
Manage Workforce
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SID – Information Framework
Product
Market / SalesMarket Strategy & Plan
Market Segment
Marketing Campaign
Competitor
Contact/Lead/Prospect
Sales Statistic Sales Channel
Product
Product Specification Product Offering
Strategic Product Portfolio Plan Product Performance
Product Usage Statistic
CustomerCustomer
Customer Interaction
Customer Order
Customer Statistic
Customer Problem
Customer SLA
ServiceService
Service Specification
Service Applications
Service Configuration
Service Performance
Service Usage
Resource
Supplier / PartnerSupplier/Partner
S/P Plan
S/P Interaction
S/P Product
S/P Order
S/P SLA
Enterprise Common BusinessParty
Location
Business Interaction
Policy Agreement
Applied Customer Billing Rate
Customer Bill
Customer Bill Collection
Customer Bill Inquiry
Service Strategy & Plan
Service Trouble Service Test
Resource
Resource Specification
Resource Topology
Resource Configuration
Resource Performance
Resource Usage
Resource Strategy & Plan
Resource Trouble Resource Test
S/P Problem
S/P Statistic
S/P Bill Inquiry
S/P Payment
S/P Performance S/P Bill
(Under Construction)
Product
Market / SalesMarket Strategy & Plan
Market Segment
Marketing Campaign
Competitor
Contact/Lead/Prospect
Sales Statistic Sales Channel
Product
Product Specification Product Offering
Strategic Product Portfolio Plan Product Performance
Product Usage Statistic
CustomerCustomer
Customer Interaction
Customer Order
Customer Statistic
Customer Problem
Customer SLA
ServiceService
Service Specification
Service Applications
Service Configuration
Service Performance
Service Usage
Resource
Supplier / PartnerSupplier/Partner
S/P Plan
S/P Interaction
S/P Product
S/P Order
S/P SLA
Enterprise Common BusinessParty
Location
Business Interaction
Policy Agreement
Applied Customer Billing Rate
Customer Bill
Customer Bill Collection
Customer Bill Inquiry
Service Strategy & Plan
Service Trouble Service Test
Resource
Resource Specification
Resource Topology
Resource Configuration
Resource Performance
Resource Usage
Resource Strategy & Plan
Resource Trouble Resource Test
S/P Problem
S/P Statistic
S/P Bill Inquiry
S/P Payment
S/P Performance S/P Bill
(Under Construction)
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SID – Information Framework –Service Domain Level 2
Service Domain Level 2
ServicePackage
ServiceBundle
ServiceSpecification
ServiceSpec
ServiceLevelSpec
ServiceChecking
ServiceTest
ServiceDiagnosis
Service
CustomerFacingService
ResourceFacingService
ServiceConfiguration
CustomerFacingServiceConfig
ResourceFacingServiceConfig
ServicePackageConfig
ServiceBundleConfig
ServiceUsage
CustomerFacingServiceUsage
ResourceFacingServiceUsage
ServiceTrouble
CustomerFacingServiceFault
ResourceFacingServiceFault
CustomerFacingServiceAlarm
ResourceFacingServiceAlarm
CustomerFacingServiceOutage
ResourceFacingServiceOutage
ServiceStrategy & Plan
ServiceApplications
ServiceTransport
ServiceMechanisms
Service ManagementApplications
Service Order ServiceStatistics
ServiceTraffic
ServicePerformance
ServicePerformance
ServiceSLAPerformance
ServiceQuality
Service Domain Level 2
ServicePackage
ServiceBundle
ServiceSpecification
ServiceSpec
ServiceLevelSpec
ServicePackageServicePackage
ServiceBundleServiceBundle
ServiceSpecification
ServiceSpecServiceSpec
ServiceLevelSpec
ServiceLevelSpec
ServiceChecking
ServiceTest
ServiceDiagnosis
ServiceCheckingServiceChecking
ServiceTest
ServiceDiagnosisServiceDiagnosis
Service
CustomerFacingService
ResourceFacingService
Service
CustomerFacingService
CustomerFacingService
ResourceFacingService
ResourceFacingService
ServiceConfiguration
CustomerFacingServiceConfig
ResourceFacingServiceConfig
ServicePackageConfig
ServiceBundleConfig
ServiceConfiguration
CustomerFacingServiceConfig
CustomerFacingServiceConfig
ResourceFacingServiceConfig
ResourceFacingServiceConfig
ServicePackageConfig
ServicePackageConfig
ServiceBundleConfig
ServiceBundleConfig
ServiceUsage
CustomerFacingServiceUsage
ResourceFacingServiceUsage
ServiceUsage
CustomerFacingServiceUsage
CustomerFacingServiceUsage
ResourceFacingServiceUsage
ResourceFacingServiceUsage
ServiceTrouble
CustomerFacingServiceFault
ResourceFacingServiceFault
CustomerFacingServiceAlarm
ResourceFacingServiceAlarm
CustomerFacingServiceOutage
ResourceFacingServiceOutage
ServiceTrouble
CustomerFacingServiceFault
CustomerFacingServiceFault
ResourceFacingServiceFault
ResourceFacingServiceFault
CustomerFacingServiceAlarm
CustomerFacingServiceAlarm
ResourceFacingServiceAlarm
ResourceFacingServiceAlarm
CustomerFacingServiceOutage
CustomerFacingServiceOutage
ResourceFacingServiceOutage
ResourceFacingServiceOutage
ServiceStrategy & Plan
ServiceStrategy & Plan
ServiceApplications
ServiceTransport
ServiceMechanisms
Service ManagementApplications
Service Order
ServiceApplications
ServiceTransportServiceTransport
ServiceMechanismsServiceMechanisms
Service ManagementApplications
Service ManagementApplications
Service OrderService Order ServiceStatistics
ServiceTraffic
ServicePerformance
ServicePerformance
ServiceSLAPerformance
ServiceQuality
ServiceStatisticsServiceStatistics
ServiceTrafficServiceTraffic
ServicePerformance
ServicePerformanceServicePerformance
ServiceSLAPerformanceServiceSLA
Performance
ServiceQualityServiceQuality
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TAM - Applications Framework
Grid-Interop 2011
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Western Power TNMS Smart Grid PilotLeveraging existing Telco Grade TM Forum Operational Management
Telecom Network Management System (TNMS)
• Alarms - TNMS collects Alarms, Correlates with Escalation Engine
• Inventory - TNMS Inventory System can model Network and “Smart Meter” Access device –Single Database
• Performance - TNMS Performance can monitor Quality of Grid including Meters
• Multivendor – TNMS is multivendor management platform
• Autodiscovery – TNMS can autodiscover enabled devices
• Scalable & Mature - TNMS Engine is managing in real time country wide Telecom infrastructure in Indonesia, Philippines, India and Malaysia.
• Open Management Interfaces
• Alarm Collection• Performance
Collection• Configuration control• Auto Discovery
TNMS Smart Grid Operational Management Pilot
TNMS Smart Grid Pilot leverages current Western Power FrameworxTNMS Implementation
TNMS
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Singapore Smart Meter PilotIntelligent communications interconnects various smart grid technologies, which are centrally managed.
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Singapore Smart Meter
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#GridInterop Phoenix, AZ, Dec 5-8, 2011 22Company Confidential 22
SMART METER
MCU
Home Area Network (HAN)
DCU
RF MESH or PLC Network
Zigbee
DLMS/COSEM Protocols
RS232 Link
AES 128 Encryption
(Scope for STE)
HeadendManagement
SystemIn Scope for
Clarity
Singapore Headend NMSSolution Architecture
Meter Data Management
System
INVENTORY(Meter, DCU & MCU)
Workflows & Provisioning
Alarms
Meter Usage Data
Performance(Meter, DCU & MCU)
Integration Points
Grid-Interop 2011
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Smart Appliances
Electric Vehicle
Smart Meters• Electricity• Gas• Water
Customer Care system CRM, Billing & Helpdesk
Meter Data Management System
Network & Business Operations –ERP, GIS, Generation
Clarity Management System
Utility AMI Network
HAN Network
Meter Usage Data
NetworkPerformance
Event Management
Infrastructure Management
WorkflowManagement
Utility Control & Data CentreUnified Management SystemHome Network
AMI Headend
Load Control Devices(Smart Switches)
ResourceManagement
Internet / BB
RenewablesDistributed Generation &Storage
Customer Portal
Grid-Interop 2011
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How well do the TM Forum artifacts port?
• RA Maturity Model– At a high level ports fairly easily– Organization and lexicon
differences require question modifications
– Some questions are not applicable• RA KPI Framework
– Simply change “Network” to Meter”– Ok, not really that simple – many
of the calculations need to be modified, and the various sensitivities/thresholds, etc. need modification
• RA Controls– Similar concepts, but different
control points for a Utility Value chain
24TMForum America's Smartgrid
Utility System Silos for RA
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The cross-industry Process Classification Framework was originally envisioned as a taxonomy of business processes and a common language through which APQC member organizations could benchmark their processes. The initial design involved APQC and more than 80 organizations with strong interest in advancing the use of benchmarking in the United States and worldwide. Since its inception in 1992, the PCF has seen updates to most of its content. These updates keep the framework current with the ways that organizations do business around the world. In 2008, APQC and IBM worked together to enhance the cross-industry PCF and to develop a number of industry-specific process classification frameworks.
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AQPC Process Framework for Electric Utilities
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AQPC Layer 2 Example5.0 Manage Customer Service (10006)
5.1 Develop customer care/customer service strategy (10378)5.1.1 Develop customer service segmentation/
prioritization (e.g., tiers) (10381)5.1.1.1 Analyse existing customers (10384)5.1.1.2 Analyse feedback of customer’s needs (10385)
5.1.2 Define customer service policies and procedures(10382)
5.1.3 Establish service levels for customers (10383)
5.2 Plan and manage customer service operations (10379)
5.2.1 Plan and manage customer service work force(10387)5.2.1.1 Forecast volume of customer service contacts
(10390)5.2.1.2 Schedule customer service work force (10391)5.2.1.3 Track work force utilization (10392)5.2.1.4 Monitor and evaluate quality of customer
interactions with customer service representatives (10393)
5.2.2 Manage customer service requests/inquiries(10388)5.2.2.1 Receive customer requests/inquiries (10394)5.2.2.2 Route customer requests/inquiries (10395)5.2.2.3 Respond to customer requests/inquiries
(10396)
5.2.3 Manage customer complaints (10389)5.2.3.1 Receive customer complaints (10397)5.2.3.2 Route customer complaints (10398)5.2.3.3 Resolve customer complaints (10399)5.2.3.4 Respond to customer complaints (10400)
5.2.4 Manage and analyze customer information (11274)
5.3 Measure and evaluate customer service operations(10380)5.3.1 Measure customer satisfaction with customer
requests/inquiries handling (10401)5.3.1.1 Gather and solicit post-sale customer feedback
on products and services (10404)5.3.1.2 Solicit post-sale customer feedback on ad
effectiveness (10405)5.3.1.3 Analyze product and service satisfaction
data and identify improvement opportunities(10406)
5.3.1.4 Provide customer feedback to product management on products and services (10407)
5.3.2 Measure customer satisfaction customer-complaint handling and resolution (10402)5.3.2.1 Solicit customer feedback on complaint
handling and resolution (11236)5.3.2.2 Analyze customer complaint data and identify
improvement opportunities (11237)
5.3.3 Measure customer satisfaction with products and services (10403)5.3.3.1 Gather and solicit post-sale customer feedback
on products and services (11238)5.3.3.2 Solicit post-sale customer feedback on ad
effectiveness (11239)5.3.3.3 Analyze product and service satisfaction
data and identify improvement opportunities(11240)
5.3.3.4 Provide customer feedback to product management on products and services (11241)
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How to Utilize?
• Australia and Singapore using TMF Frameworx to run their entire businesses end-to-end…
• TMF Frameworx at a minimum for internal Utility Telecom Operations– Some Utilities are running telecom networks that are larger
than some telecom companies!• Business Process
– Harmonization between Frameworx, and AQPC, and other models with use cases
– In conjunction with CM SEI SGMM• Data Model
– Harmonization underway between IEC CIM, Multispeak– Usefulness of TMF Frameworx CIM?
Grid-Interop 2011
#GridInterop Phoenix, AZ, Dec 5-8, 2011 29Copyright TeleManagement Forum 2010 All Rights Reserved
Thank You
Grid-Interop 2011