The TeleManagement Forum's concepts of Lean operators and methodology for New Generation Operations Systems and Software (NGOSS) are discussed, together with examples of the application of these in the telecoms industry. The discussion encompasses Lean developments, including Toyota's Lean CRM, and the implications for operators who need to think holistically about Lean, so that their next generation BSS/OSS processes are more effectively aligned with other marketing and customer service activities.
This paper describes Lean thinking, which was originally conceived by Toyota for automotive manufacturing and has more recently been applied to service industries, including telecoms. 