ASSO: a Web-portal application for operational process assessment and organizational improvement

TILab (Telecom Italia Lab) has worked on operational core Telco processes (particularly on service provisioning and assurance) implementing a methodology and a Web-based application for automatic process assessment and organizational improvement. The following article briefly reviews experience gained with the solution denominated ASSO, currently adopted by Telecom Italia Wireline Services (TIWS), in order to collect and to analyze automatically the qualitative level of the processes by measuring the operational characteristics directly involving the people in the field. ASSO pinpoints the real operational problems, captures knowledge and reduces drastically the analysis time, while supporting the process owner during the diagnostics phase and the re-engineering plan definition.