Business Process Framework

Company: Huawei
Product Title: Digital CRM
Product Version: R2.1
Frameworx Version: Version 16.0
Assessment Completion Date: February 2017
Detailed Certification Report: Huawei Digital CRM Fx16.0 Conformance Certification Report V1.1

Business Process Framework Assessment Summary

TM Forum has reviewed and approved the self-assessment of the Product listed here against Business Process Framework (eTOM) version 16.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) conformance scale.

Scope of Assessment – Business Process Framework Footprint

The following figures represent the Business Process Framework Level 2 processes (high-lighted in blue) that were presented in scope for the assessment.

SIP & Operations Level 2 processes in scope for the Huawei Assessment

The following graph represents the Business Process Framework Level 2 processes that were submitted for the Assessment and the coverage of the Level 2 processes in terms of number of Level 3 processes submitted in scope.

Level 2 processes submitted for Frameworx Conformance Assessment showing coverage for the contained Level 3 processes

Product Conformance Summary – Business Process Framework

The following charts give an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for the Huawei Frameworx Conformance Certification assessment.

Conformance Results Summary – Market/Sales, Product & Resource Domains

Conformance Results Summary – Customer Domain [1/2]

Conformance Results Summary – Customer Domain [2/2]

Product Conformance Detailed – Business Process Framework

The following table provides a detailed breakdown of the scores awarded with some additional commentary.

Huawei Digital CRM Frameworx 16.0 Business Process Framework Conformance Scores
L1 / L2 / L3 Process	L3 Process Score [L2 Coverage]	Comments
1.1 Market/Sales Domain
1.1.9 – Selling	[1/6]	Comments
1.1.9.1 – Qualify Opportunity	0	This process was not submitted for assessment.
1.1.9.2 – Negotiate Sales/Contract	0	This process was not submitted for assessment.
1.1.9.3 – Cross/Up Selling	0	This process was not submitted for assessment.
1.1.9.4 – Develop Sales Proposal	0	This process was not submitted for assessment.
1.1.9.5 – Manage Sales Accounts	4.5	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Level 3/Level 4 results section in Chapter 4.
1.1.9.6 – Acquire Customer Data	0	This process was not submitted for assessment.
1.1.11 – Contact/Lead/Prospect Management	[2/3]	Comments
1.1.11.1 – Manage Contact	4.2	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. Level 4 process “1.1.11.1.2 – Develop Contact” was not submitted/mapped. See Level 3/Level 4 results section in Chapter 4.
1.1.11.2 – Track Lead	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.11.3 – Manage Prospect	0	*This process was not submitted for assessment.*
1.2 Product Domain
1.2.7 – Product Specification & Offering Development & Retirement	[2/2]	Comments
1.2.7.1 – Product Specification Development & Retirement	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.2.7.2 – Product Offering Development & Retirement	4.3	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. Level 4 processes “1.2.7.2.5 – Product Offering Prototyping” and “1.2.7.2.6 – Product Offering Promotion Development” were not submitted/mapped. All other 4 Level processes were assessed to be 100% conformant. See Level 3/Level 4 results section in Chapter 4.
1.5 Resource Domain
1.5.4 – RM&O Support & Readiness	[1/6]
1.5.4.1 – Enable Resource Provisioning	Not in Scope	*This process was not submitted for assessment.*
1.5.4.2 – Enable Resource Performance Management	Not in Scope	*This process was not submitted for assessment.*
1.5.4.3 – Support Resource Trouble Management	Not in Scope	*This process was not submitted for assessment.*
1.5.4.4 – Enable Resource Data Collection & Distribution	Not in Scope	*This process was not submitted for assessment.*
1.5.4.5 – Manage Resource Inventory	4.3	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. Level 4 processes “1.5.4.5.3 – Identify Repository Issues and Provide Reports and Warnings” was not submitted/mapped. See Level 3/Level 4 results section in Chapter 4.
1.5.4.6 – Manage Logistics	Not in Scope	*This process was not submitted for assessment.*
1.3 Customer Domain
1.3.4 – Customer Management [3/4] Comments
1.3.4.1 – Enable Retention & Loyalty	0	*This process was not submitted for assessment.*
1.3.4.2 – Establish Customer Relationship	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.4.3 – Re-establish Customer Relationship	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.4.4 – Terminate Customer Relationship	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5 – Customer Interaction Management [7/9] Comments
1.3.5.1 – Create Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.2 – Update Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.3 – Close Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.4 – Log Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.5 – Notify Customer	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.6 – Track and Manage Customer Interaction	4.0	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Level 3/Level 4 results section in Chapter 4.
1.3.5.7 – Report Customer interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.8 – Authenticate User	0	*This process was not submitted for assessment.*
1.3.5.9 – Customer Interface Management	0	*This process was not submitted for assessment.*
1.3.6 – Customer Information Management [5/5] Comments
1.3.6.1 – Create Customer Record	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.2 – Update Customer Data	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.3 – Notify Customer Data Change	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.4 – Archive Customer Data	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.5 – Build a unified customer view	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7 – Problem Handling [3/6] Comments
1.3.7.1 – Isolate Customer Problem	0	*This process was not submitted for assessment.*
1.3.7.2 – Report Customer Problem	0	*This process was not submitted for assessment.*
1.3.7.3 – Track & Manage Customer Problem	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7.4 – Close Customer Problem Report	4.4	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Level 3/Level 4 results section in Chapter 4.
1.3.7.5 – Create Customer Problem Report	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7.6 – Correct & Recover Customer Problem	0	*This process was not submitted for assessment.*

For more comprehensive results for the overall Assessment, please access the full Certification Report in the Downloads area below.

File name	Type	Downloads
Frameworx 16.0 Certification Report Huawei V1.1	.pdf	Download
Huawei eTOM 1.1.9 Selling Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.1.11 ContactLeadProspect Mgt Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.2.7 Product Spec & Offering Devt & Retirement Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.3.4 Customer Management Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.3.5 Customer Interaction Management Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.3.6 Customer Information Management Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.3.7 Problem Handling Mapping Doc	.pdf	Download
Huawei Digital CRM eTOM 1.5.4 RM&O Support & Readiness Mapping Doc	.pdf	Download

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Disclaimer: TM Forum has conducted no independent testing of the product for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.