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The TEM Commandments

Apr 25, 2016

THOU SHALT:

1. Use a product designed for global deployment

The architecture of the TEM solution must be specifically designed to operate globally to avoid huge complications. The core product must have the ability to function with multiple currencies, exchange rates, taxes, languages, local terms, user rights and coverages. Encourage use of Single Sign On to greatly improve password management for geographically dispersed communities.

 

 2. Keep the number of product suppliers to a minimum
All components of the TEM software should be built by the same manufacturer and update a single core database. Reporting across multiple data sources (e.g. wireless, fixed/wire-line, MPLS) is problematic, and upgrades to separate product lines will cause disruption to your TEM solution.

 

3. Support local languages in the product and services

The vendor should work closely with the customer during the design stage to ensure that language does not become a barrier to usage. The TEM software should offer local language support to users to ensure it is accessible and easy to use, resulting in higher adoption rates.

Ensure the customer is aware of the expense that multi-language Help Desks can incur, and how using our certified local partners can reduce this.

Provide local industry knowledge to aid in negotiations and dispute management and during the initial audit phase. Offer regional TEM help desks, training courses and user groups so that customers can meet each other, and speak in the local language.

 

4. Comply with national rules and regulations
Your software processes must comply with the laws in force in each region. Some TEM solutions may only operate in a single, default manner which is unsuitable or even illegal in some countries, violating national data protection acts and others.

 

5. Use consistent work-flows to maintain a clean inventory
Provide a structured process for adding or changing plans with MACD (moves, adds, changes and deletions) workflows. These must use the local language, rules and terminology, and automatically update the inventory. This prevents unmanaged, maverick changes from causing inaccurate data, discrepancies and bad reports. Involve CSPs in the work-flow process through e-bonding APIs or vendor portals to streamline interactions.

 

6. Be able to react quickly to input file changes
Make sure any TEM components that need to change are lightweight and agile to avoid having to write new TEM software when input data formats change. For example, billing formats, HR details etc.

Offer customers a global Service Level Agreement which covers invoice handler updates to minimize downtime and reduce the risk of late payment charges.

 

7. Add value rather than replace existing ERP systems
Provide integration with other management software. Develop local ERP interfaces such as SAP, ARIBA, ORACLE, ServiceNow and configure end-user web portals and dashboard reports etc. and ensure global integration with different instances of the same ERPs.

 

8. Be realistic about deployment timeframes
Ensure the customer knows the steps required to achieve a successful global TEM deployment, and understands the timescale needed to...

  • Carry out country audits keeping in mind what‘s in scope, e.g. number of vendors, accounts and types of service.
  • Clean and validate all the inventory data to the customer’s acceptable standard.
  • Locate and document vendor agreements and rate plans
  • Establish local reports and compliant work-flow processes
  • Develop invoice handlers and vendor APIs

9. Agree measurable and realistic success targets
Be honest with the customer about how quickly they are likely to see results so that a sensible target can be agreed and met. More obscure offices may take longer to integrate. Possible targets include:

  • Process 95% of invoices within X days, 100% within Y days
  • Complete 95% of mobile device requests within X days, 100% within Y days
  • Publish (push) monthly usage, accruals and prepayment reports by Xth day of each month
  • Set a target savings amount $XXXX and publish dispute management reports by region

10. Provide quality support in every time zone, including:

  • Service Level Agreements
  • Availability of service  (support provided during local business hours)
  • Quality of the product and services
  • Response to issues and changes (Data Handler updates)
  • Manned Help Desks in each region / time zone with qualified staff.
  • Consideration of most suitable time to upgrade
  • UAT (User Acceptance Test) and DR (Disaster Recovery) capabilities
  • Local report writing

For more on TEM please click here

Written by Joel Sadler

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