Susan Gould, Sr. Director, Solutions
Architecture and Professional Services
You often hear the term Best Practices thrown
around but what does that really mean? Is it the BEST way to
perform a particular function, no questions asked? What about
the tools that support that process? The number of staff and
skillset of the staff? What about your type of business and
the services you offer? What about your KPI goals and the
commitments you make to your customers? All of these things
can and should determine the business process that is right for
CHR SMART Solutions is a methodology used by CHR to help our
customer's grow their business by optimizing their CHR
experience. CHR SMART Solutions uses the
Business Process Framework (eTOM) published by
TM Forum as
a guidebook that defines the most widely used and accepted standard
for business processes in the telecommunications industry. The
Business Process Framework model describes the full scope of
business processes required by a service provider and defines key
elements and how they interact. Using that framework, CHR has
documented the specific business processes in a way that
incorporates Omnia360 functions, not necessarily industry standard
CHR acknowledges that one business process may not be the right
fit for all its customers. Factors such as type of business,
number of employees and departments, and regulatory requirements
may impact the process flows of a given company. Through a
CHR SMART Solutions analysis, CHR will help our customers define
the CHR SMART Solutions for their business.
The objective of CHR SMART Solutions is to help the executive
team within an organization streamline their processes and improve
their bottom line. Some questions to ask to determine
if CHR SMART Solutions is a fit for you:
- Are your gross margins what you'd like them to be?
- If not, what is your desired goal?
- What are your strategic goals for this year? (expand
offerings, reduce operating costs, reduce churn, etc…?)
- Do you have clearly defined methods and procedures in place
designed to support your business goals?
- If so, in what areas? May they be provided to CHR?
- Do you feel your existing business processes are efficient?
- If not, what areas of your organization or operations do you
feel are your biggest critical challenges and where are your areas
- What KPIs (Key Performance Indicators) do you track on a
- Would you like the ability to track additional KPIs? If
so, which ones?
Prior to doing an SMART Solutions type effort it's critical that
the staff doing the evaluation meet with the executive team to:
- Confirm executive direction for the company
- Understand existing KPIs and determine key areas of focus based
The remainder of the evaluation effort must be done face to
face, often observing day to day business processes, as well as
interviewing staff members from all departments. Changes are
seldom identified for just one area. Recommendations
typically include modifications of processes, changes to system
configurations, adding additional automation, and sometimes
realigning staff. While On-site recommendations can
result in quick changes, it is critical that the end result be a
recommendation document with a clearly defined strategy for
adopting the recommended changes. This document will then
reviewed with the executive team and a plan of action will be
We often find ourselves too "busy" to performing this type of
evaluation effort, but continuous process improvement is key to the
success of any company. The benefits from performing regular
"maintenance" on your organization can often be paid back tenfold.
To learn more about SMART Solutions contact Susan Gould at