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BASE’s Capabilities

The Business Assurance Solutions Environment (BASE) family of products is customized for the type of business enterprise being served. Its purpose is to create business measurements pertinent to the goals of the business. The capability to interface with entire spectrum of business activity (as controlled by the information systems) allows for views of performance that can be very narrow or very broad. The need for either is determined by business management. For example, using a per-customer view of service experience, the end-to-end Quality of Service (QoS) provided can be measured and tracked against internal or industry standards. This not only supports increased customer satisfaction but also provides tangible proof of the delivery of the committed level of Service.

Since measurements and tracking are performed in real time, BASE can proactively warn of pending service degradations before internal standards or contractual thresholds are crossed. Time frames can be minutes, days or weeks for example, as required by the service particulars. Thus if the service is designed such that additional resources can be marshaled to maintain acceptable performance, sufficient warnings can be produced and routed appropriately.

BASE can be tuned to report on individual or small groups of processes within the business. The performance of vendor partners, for example, can be tracked and performance and service level agreements (SLAs) can be created and monitored.

Individual processes can be targeted for quality enhancement through the utilization of tools such as Six Sigma projects, Balanced Scorecard or other similar techniques. Decisions about where to attempt improvements and what the target levels should be can now be made in the context of the business as a whole. Improvements in one process that would result in an overload in a downstream process will become apparent since BASE allows for what-if studies through the manual insertion of experimental data.

Through the acquisition and normalization of operations data, BASE acts as an integrator of business flows from disparate machines and computing environments. Thus, value is added to all the existing systems, be they best in class or not so best, because it allows these systems to be integrated into a larger operation.

BASE can maintain a set of common information and thereby reduce data redundancy across the business enterprise. For example, the order acquisition system can be made responsible for capturing customer information. If a customer service system also needs customer information it can draw it down from the centralized data warehouse created by BASE instead of having its operators enter another version. The sharing of common information promotes efficiency by reducing errors and labor.

Another major advantage of the integration of the existing systems is the use of BASE’s Web Services module to access data not previously available in that environment.Order status or other customer related information can be made available to sales personnel in the field, for example, even if it was only available in house before.

BASE's Operations - Accountability Matrix Drilldowns

The operations and accountabilities within a business can be thought of as belonging to a kind of layered pyramid. For accountabilities, the pyramid is inverted. At the wide top of the pyramid is the CEO’s view of the operations. His accountability spans vertically from the top to the bottom as he is responsible for the entire operation’s results (see fig. 2). Lower level managers who are responsible for less require a narrower view of operational results.

Figure 2.Vertical Accountabilities for Horizontal Operations

The horizontal layers of the pyramid can be thought of as the various business service operations, from their beginning to their ends. For example, a layer in a telecom networking operation might be the customer’s service experience ranging from the initial order placement, to the provisioning of the circuit, to the testing of the installed service, to the monitoring of the circuit, to the billing of the customer. The horizontal layer cuts across many business process domains to achieve its completion.

Thus the vertical orientation represents levels of responsibility or accountability for the totality of operations up through a given level. The horizontal orientation represents the activities to achieve a result through the contributions of cross departmental or functional disciplines of the business.

The business then can be thought of a matrix of vertically oriented accountabilities of widening purviews and horizontally oriented operations which cut across business domains to accomplish value added operations.

The measure of the business condition that a given manager will likely require depends on the responsibility being executed. Corporate management will probably require mostly vertically oriented rollups of operations that display results of the operations under his or her responsibility. Operating managers will probably require mostly horizontally oriented rollups that display the various component operations that contribute to the service for which they are responsible.

BASE’s strategic positioning within the corporate IT structure affords it the ability to create just these kinds of business state views in a consistent and logical manner. The data presented for a given vertical level can be drilled into to display the constituent parts that created the summary. Each level’s view is consistent with views both above and below making it easier for management to speak a common language as they review operations across the enterprise.

Changes to processes that are part of the end to end services can be seen as results in roll ups at any chosen vertical level that includes them in its purview. Thus a 25% improvement to a process that results in a 0.1% impact on the financial results would not be as valuable as a 10% improvement to a process that results in a 0.5% impact.

BASE's Architectural Advantage

There is no doubt that custom software solutions provide the highest value to operations. However, custom solutions also come at very high cost. Our goal at AcuMaestro is to provide the best solutions to your operations, with the highest degree of custom capabilities possible at the lowest cost. To accomplish this, we have created a very powerful and flexible core generic business intelligence engine. Our economy comes from the ability to apply this engine to a variety of business segments by building industry specific extensions. This versatile platform is further enhanced by a robust integration layer that allows us to very efficiently integrate the BASE system into the unique business processes that provide your value to your market.

The AcuMaestro's BASE family of products is based on Service-Oriented Architecture (SOA) with an open, distributed and multi-domain infrastructure. It is designed to be simple, fast and actionable, yet embraces sophisticated rules and calculation engines that provide dynamic behavior for diverse case management and decision support.

BASE uses Abstract Service Taxonomy (AST) extraction to employ platform functionality across all or most enterprise processes. BASE uses Business Activity Monitoring (BAM) and events to trigger and activate other services. When combined with AcuMaestro’s process and service specific functionalities provide an optimum assurance solution for today’s information management challenges, bringing the Business Management layer into intimate interaction with your service infrastructure.

The AcuMaestro BASE solution is compatible with de facto standards for carrier-grade network and service management. With the following attributes:
  • SOA Architecture
  • Relational Database
  • Online Analytical Processing (OLTP) Engine.
  • Web Services Ad-Hoc Reporting
  • Data-mining Capabilities
  • Rapid-development System to build and deploy applications quickly
  • Real-time Processing
  • Industry standard interfaces
  • Centralized data warehouse
  • Web enabled and Web service on-line access
  • Six Sigma analysis and control
  • Customizable formula for assurance indicator processing
  • Dashboard and Scorecard display

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