rafael puleo. marketing manager. cooperación latinoamericana de redes avanzadas (clara)
DESCRIPTION
Life Cycle and Product Management for CLARA. Rafael Puleo. Marketing Manager. Cooperación Latinoamericana de Redes Avanzadas (CLARA). TERENA . Malaga June 2009. CLARA & ALICE2. RedCLARA. CLARA and ALICE2 Partners. Connected countries: Argentina Brasil Chile Colombia Costa Rica - PowerPoint PPT PresentationTRANSCRIPT
Life Cycle and Product Life Cycle and Product Management for CLARAManagement for CLARA
Rafael Puleo.Rafael Puleo.Marketing Manager.Marketing Manager.Cooperación Latinoamericana de Redes Avanzadas Cooperación Latinoamericana de Redes Avanzadas (CLARA).(CLARA).TERENA . Malaga June 2009TERENA . Malaga June 2009
CLARA & ALICE2CLARA and ALICE2
Partners
Connected countries:ArgentinaBrasilChileColombiaCosta RicaEcuadorEl SalvadorGuatemalaMéxicoPanamáPerúUruguayVenezuela.
Not Connected yet:BoliviaCubaHondurasNicaragua
European PartnersDANTE FNCCGARRRedIRISRENATER
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 user’s 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
CLARA’s LCPM ModelServices Shutdown
ServiceUser Communities-
Working Groups
Performance’sReports
New Services
Propositions
TechnologyPush
7
Demanding Pull
CLARA’s LCPM ModelNew Services Propositions
Customer
8
Customer
User Communities-Working Groups
Performance’sReports
New Services Propositions
TechnologyPush
CLARA’s LCPM Model
9
Services Shutdown
Service
Laun
ch
Gro
wth
Mat
urity
Dec
line
Performance EvaluationImprovementsUpgradesRe-Launch
PrototypesEducationTrainingPromotion
EducationTrainingPromotion
Performance EvaluationReplacementShutdown
Time
Use
CLARA’s LCPM
GRACIAS!GRACIAS!