Brd - Telecom Project

|Business Requirements Document |
|Document No: OPJEMS001 |
|OPJEMS ONLINE ASSESMENT SYSTEM |
|OPJEMS001 |

TABLE OF CONTENTS

1. DOCUMENT PURPOSE 6

2. INITIATIVE DESCRIPTION 6

2.1. SCOPE 6

3. Roles AND Responsibilities 6

4. BUSINESS DRIVERS 7

4.1. BUSINESS OBJECTIVES & CRITICAL SUCCESS FACTORS 7

4.1.1. Strategic Alignment 7

4.1.2. Technology 7

4.1.3. Time to Market 8

4.2. Product / Solution Drivers 8

4.2.1. Product / Solution - Key Drivers 8

4.2.2. Relationship to Roadmap 8

4.2.3. User/Customer Adoption 8

4.2.4. User/Customer Retention & Loyalty 8

4.2.5. Product /Solution Interaction 9

4.2.6. Business Revenue Model 9

4.3. Business Driver Metrics 9

4.4. Product/Solution Features 11

5. User/customer experience DRIVERS 13

5.1. USER/CUSTOMER NEEDS 13

5.2. Key User/Customer Experience Objectives 13

5.3. Targeted Customers and Segments 14

5.4. Market Situational Analysis 15

5.4.1. Competitive Product Assessment 15

5.4.2. Analyst Reviews, User/Customer and Market Expectations 16

5.5. User/Customer Experience Outline 17

5.5.1. Context of Use 18

5.5.2. Customer Telstra Journey/Touchpoints Overview 20

5.6. User/Customer Product Experience & Quality 21

5.6.1. User/Customer Product Experience Metrics 21

5.6.2. Accessibility Guidelines and Metrics 22

5.6.3. Service Performance Metrics 23

6. Business Requirements 26

6.1. SALES CHANNEL (BR.SC) 27

6.2. Customer Eligibility (BR.CE) 28

6.3. Ordering, Fulfilment & Installation (BR.OFI) 28

6.4. CPE (BR.CPE) 29

6.5. Customer Adds, Moves & Changes