Life Cycle and Product Management for CLARA Rafael Puleo. Marketing Manager. Cooperacin Latinoamericana de Redes Avanzadas (CLARA). TERENA. Malaga June 2009 CLARA & ALICE2 CLARA and ALICE2 Partners Connected countries: Argentina Brasil Chile Colombia Costa Rica Ecuador El Salvador Guatemala Mxico Panam Per Uruguay Venezuela. Not Connected yet: Bolivia Cuba Honduras Nicaragua European Partners DANTE FNCC GARR RedIRIS RENATER RedCLARA LCPM for CLARA LCPM project objectives: To support NRENs in the development of new services. To warranty sustainability in the long term (profit marging for maintenance and finance of new projects). To boost the use of RedClara like an engine to innovate and like a repository of New technologies in the LA region To detect users needs (communities/ working groups) To combine the users needs with the development of new technologies To evaluate services performance To shut down useless services To improve the perception of the quality of the service and the customer satisfaction by: Incrementing the perceptions of reliability, responsiveness, assurance, empathy and tangibles LCPM for CLARA Reliability: By defining standards in the process of production of the service. (applicable in whole LA region) By defining alternatives (recovery and back up) in case of failure of the service. Responsiveness By defining help desk procedures and treatment of complains. Assurance By communicating what should be expected of the service without increment the expectations of the users By establishing processes of monitoring and control of the performance of the service LCPM for CLARA Empathy By adapting the availability of the service to the schedule of the users By talking to them in a common language (speech, training material, promotion) Tangibles By providing the user of material that prove the delivery of the service (receipt) By providing the user of support material for a better understanding of the service LCPM for CLARA How to do it? By Identifying communities in LA region (segmentation porcess) By supporting them to achieve collaboration. By working together with all the NRENs to define commitments. The challenge: From this To this CLARAs LCPM Model Services Shutdown Service User Communities- Working Groups Performances Reports New Services Propositions Technology Push 7 Demanding Pull CLARAs LCPM Model New Services Propositions WHAT services are available to the customer FIND How does the customer find services available GET How does the customer get services available PAY How does the customer pay services available SET UP How does the customer set up services available USE How does the customer use services available GET HELP How does the customer get assistance at any point during the end to end experience Customer 8 WHA T FINDGET PAY SET UP USE GET HEL P User Communities- Working Groups Performances Reports New Services Propositions Technology Push CLARAs LCPM Model 9 Services Shutdown Service Launch Growth Maturity Decline Performance Evaluation Improvements Upgrades Re-Launch Prototypes Education Training Promotion Education Training Promotion Performance Evaluation Replacement Shutdown Time Use CLARAs LCPM GRACIAS!