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
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
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.
BASE's Architectural Advantage
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
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
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
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
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.
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.
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
The AcuMaestro BASE solution is compatible with de facto
standards for carrier-grade network and service management. With the following
- 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