Posted by on in Revenue Assurance
(Margin) Pirates of the Canadians

Yo Ho, Yo Ho, The Pirate’s Life for me!

Who among us can resist the attraction, excitement and glory of the pirate’s life? Amusement parks, kids’ shows and even the movies glamorize the life of the swashbuckling buccaneer. Indeed, there are some very attractive things about the “pirate’s life.”

Sailing the seven seas. Traveling around the world, seeing exotic ports and locations.

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Posted by on in Revenue Assurance
Why I Love Volcanoes and CEOs Love GRAPA

Rob Mattison survived the great volcanic ash cloud. Like many travelers around the world, he too was stranded in a place he did not want to be when Iceland’s Eyjafjallajökull Volcano decided to do its thing.  We had an event scheduled in Rotterdam and they had to cancel it while people scrambled to get transportation from once place to another.

Luckily for Rob however, he had a nice hotel room and no place to go for a week. For most people, a whole week stuck in a nice location would mean a chance for some sightseeing, touring or maybe just some heavy sleeping. But that is not for Rob. What he likes to do when he gets some time on his hands, is arrange some ad hoc meetings with Revenue Assurance professionals in the area where he happens to be staying.

Rob was fortunate and managed to meet with quite a few people, and in addition to the usual Revenue Assurance team meetings, he was able to swing a few interviews with some CEOs and CFOs to get feedback on how their view of Revenue Assurance is changing. For many of you, the thought of a CEO or a CFO caring about Revenue Assurance at all might seem like a stretch.

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Posted by on in Revenue Assurance
More CEO Love for Revenue Assurance

Rob Mattison, again, happily found himself providing training for another corporate, multi-national Revenue Assurance group. The room was full of Revenue Assurance managers and team members all working for the same corporate group, but traveling from a dozen different countries around the world. It fills him with a sense of respect and admiration where he sees the incredible level of sophistication, dedication and enthusiasm that these professionals exhibit.

Sitting in this room, it is clear that Revenue Assurance continues to be an exciting, challenging and ever expanding career path for those of us who have “the right stuff.” Just in case you think I am exaggerating about how exciting and critical Revenue Assurance has become to telco organizations, I have got to tell you that the organizers of this event provided Rob with a little “bonus” this week. They told him that he would not have to teach for the first hour because the CEO for the entire corporate group was going to fly in and provide the kick-off for their one week training and certification event.

Some of you may be surprised that the CEO of a large corporate multinational telecommunication group would travel all that way to spend an hour addressing a room full of Revenue Assurance geeks. But that would mean you have not been paying attention. In the past, we have had more than six onsite training events where the CEO, the CFO or both have opted to kick off the event, and impress upon the Revenue Assurance team how much they were being counted on to help the company make its objectives in the coming year. I’ve actually had it happen where the CFO stops by for a visit, listens in on what we are discussing, and then decides to stay around for the rest of the event.

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Posted by on in Revenue Assurance
Revenue Assurance - Sufi Style

One of the rewards of traveling is seeing the different ways people around the world live, work and play. During a Dubai GRAPA training event, Rob Mattison and his wife, took an evening off to go on a Dune Bashing – Desert Retreat. Rob, Brigitte, and Friday their good friend from Nigeria, along with three Japanese tourists were whisked across the dunes of the Sahara desert in SUV’s and Humvee’s at incredibly high speeds. After a 45-minute drive to the middle of the desert, the adventure began. At the end of the ride, they were to be left at a desert “oasis” and offered local cuisine, camel rides, and the opportunity to bargain for stuffed camel dolls and watch local entertainment.

Rob was very worried about Brigitte on this outing. Brigitte gets sea and airsick all the time and the people at the tourist board warned them not to eat lunch, since there was a good chance that they would “lose it” after the wild ride through the desert. But, off they tore through the desert, up one dune, down the other, swerving, falling, twisting and turning. At first, it was exciting. Then after about 15 minutes, Rob’s stomach started to get funny and his skin turned an odd shade of green. Yes, Rob got motion sickness.

Brigitte had a great time, screaming and enjoying herself, but by the time they got to their destination, he could barely stand because he was so nauseous. They were dropped off and Rob fell to the desert floor, staring at the sky, hoping the world would stop spinning. After he recovered, they took them to their oasis. The food, socializing, music and dancing were quite interesting.

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Revenue Assurance and IA – Partners in Crime and Loss Prevention

Recently, we finished yet another breakthrough-training event for GRAPA. Our president, Rob Mattison, was privileged to provide our core curriculum class to a room full of experienced telcom Internal Auditors from around the world.


This event, sponsored by Protiviti, Internal Audit provider to telecoms across Asia, Africa and the Middle East, saw 30 IA professionals certify in Revenue Assurance, with many opting for the special training and testing verifying their expertise in IFRS, GAAP, Fraud and Internal Audit.


The group was brilliant, providing excellent proof of the professional competency and caliber of the Internal Audit profession. For those who thought Internal Auditors were not qualified to understand or wrestle with complex RA, Systems, Network and Operational Issues, I can only say, “the proof is in the test scores.” As is common at training events, we had our share of controversy and the revelation of a wide range of different personal experiences and “war stories” helped everyone better understand how big the IA and Revenue Assurance job really is.

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What If Your Revenue Assurance Problem Is IT? Look In a Mirror

I’ve been in the telecommunications industry for a very long time. My first job after university, back in the ancient times, was with ATT in Chicago. Since then, I have been privileged to work for many different telcos in a lot of different capacities.

What most people don’t know is that even though I have degrees in Statistics and a Master’s Degree in Telecommunications, my original career was in IT. For more than half of my career, although I was working for telcos, I was doing that work as a telecoms IT guy. I am a true IT geek.

Don’t get me wrong. I love it. And I love IT people. Indeed, I am one myself. I am a certified DBA (DB2 and Oracle), a certified Microsoft Engineer, and a whole lot of other IT certifications that you really don’t want to know about. I have been playing with computers for many, many years now. However, I am telling you this for one very important reason. I want you all to understand that when I talk about IT being the problem for revenue assurance, I know what I am talking about.

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Are You a Revenue Assurance Muggle or a Tom Swift Wizard?

One of the biggest things to happen in our generation, was the release of Harry Potter. I, like many others my age, fell in love with Harry Potter and the magical world of Hogwarts. It wasn’t hard for that to happen. With the stories being so vivid and enchanting, who wouldn’t fall in love with Harry Potter?

 

Those of you in the older generation might remember a series of books about a teenager named Tom Swift. Tom Swift was the scientific genius son of a scientific genius millionaire father, who went around the world inventing, creating, and using dozens of fantastical and futuristic devices.

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How Doing Revenue Assurance Can Be Like Jumping Off a Cliff

I don’t know if it’s just me or not, but I think I have always, mistakenly, thought that power comes from the top of the organization, from the boss or manager – and that it is the job of professionals to simply do what they are told and make sure the boss is happy.

 

But the more I am in Revenue Assurance, the more I start to question this way of looking at the world. Of course the members of an executive team are very powerful and have to set the strategic direction of your company. They make decisions that affect everyone, and it is the job of professionals to execute those decisions.

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Revenue Optimization – High Value, Hard Revenue, Superstar Revenue Assurance

Every once in a while, I hear someone in Revenue Assurance talk about how they worry they are doing the Revenue Assurance job so well, they are working themselves out of a job. While I understand why they might think that way, I completely disagree with anyone who says that.

 

I am convinced Revenue Assurance will never work itself out of a job because the better you get at doing Revenue Assurance, the more things you realize you can do to deliver value. And that’s exactly what GRAPA members all around the world are telling us with Revenue Optimization.

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Revenue Assurance: Understanding the Big Picture

I have heard knowledge is power; however the road to knowledge is often quite difficult and certainly is not always clear. The acquisition of data and information must be one leg of the journey. Nevertheless, these components must be combined with perspective and sound judgment, as information is only useful when you know how to apply it. And, of course, understanding is a pivotal step on the way to knowledge, as well. After all, being able to perform a procedure is great, but if you understand it, then you know why the process was developed, and how to modify it when something changes.

The reason I bring this up is because, in everything GRAPA does, we strive to help our members grow in their knowledge of Revenue Assurance. Through our benchmarks and standards book, we try to provide data and information, and various perspectives and judgments can be discussed on our blogs and social networking forums, like LinkedIn and Facebook. However, the best way to use GRAPA as a tool to build Revenue Assurance understanding, is through our training events.

Now, I am certainly not trying to diminish the value of the other services GRAPA provides; however, I feel comfortable saying this is the most effective and efficient way GRAPA can help members expand their Revenue Assurance knowledge and understanding.

I believe this is because GRAPA’s training, whether it is a two day crash course, one week core certification curriculum, or a two week advanced program, is dedicated to presenting the whole Revenue Assurance picture. While many might automatically connect Revenue Assurance to control implementation, we recognize it is only a small part of the job, and that most of the Revenue Assurance role revolves around performing forensics. GRAPA training goes in-depth on each facet of the Revenue Assurance Lifecycle - forensics, controls, compliance, and corrections - and makes sure professionals understand the complete Revenue Assurance process and why it is so valuable to their Telco.

Moreover, GRAPA recognizes it is difficult to assure a domain or line of business without having the end-to-end picture of how the systems and processes work at a fundamental level. In that sense, Revenue Assurance professionals need to have a solid grasp on how almost everything works, from network to mediation systems to convergent billing systems, to interconnect and roaming. That being said, GRAPA training, presents a full picture for each of them, but still approaches them from a truly Revenue Assurance and, at times, fraud perspective.

This is what knowledge is all about. As an example, while having a list of the GRAPA standard controls for the prepaid line of business is great, and certainly useful for a Revenue Assurance professional, once one fully appreciates how the line of business functions, where the greatest risks are, and the concepts behind it, a more complete knowledge can be attained. As a line of business changes or a new product becomes available, professionals can figure out for themselves what controls should be in place because they have the background knowledge to do so with integrity.

GRAPA's president, Rob Mattison, has explained that our training is more than just teaching professionals how to perform forensics and implement controls for specific areas (Interconnect, CAMEL, MBanking). It is about providing a methodology for Revenue Assurance professionals that can help them to do their job, regardless of what gets thrown at them in the future.

I believe this is an accurate appraisal of what GRAPA events are all about. While professionals walked away with standard controls for a plethora of domains and lines of business, and with a few other tips and tricks for many of the newer technologies and products, it seemed they achieved something more valuable. The knowledge and the confidence that they understand Telco Revenue Assurance, and that as new products and technologies continue to develop, they have the approach and methods to be ready to assure them successfully.

Posted By GRAPA Staff 11:30 am

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Revenue Assurance: Verifying Integrity with Integrity

I feel very comfortable suggesting that Consensus is the political platform of Revenue Assurance, and that Rationality is the mindset of it-a sensibility of sense, if you will-but as I think about how integrity relates to the Revenue Assurance professional, I find myself perplexed. Integrity is about being trustworthy, accurate, and dependable. It means doing what you say you are going to do, and being honest in all actions and relationships.

This is not simply another component of the Revenue Assurance heart, mind, or soul; it is not just another piece of the Revenue Assurance personality. It is bigger and at the same time, more elemental. To me, it is difficult to classify this principle because it is fundamentally built into every aspect of Revenue Assurance. Both in character and in their role, the Revenue Assurance practitioner’s main function is to assure integrity of systems, of revenues received, through lines of business, and do it with integrity. So it is no wonder this concept is hard to describe; it is so interwoven into the heart of all things Revenue Assurance that trying to separate it into its own compartment, is near impossible.

The saying for the Principle of Integrity for is:

“All Revenue Assurance activities are to be performed with a primary focus on the integrity of the activities performed.”


Unlike the first two: Consensus and Rationality, this principle does not provide clear directions. Consensus explains itself – use cooperation to solve problems, as does Rationality – make sure you recover more risk/leakage than the amount of resources you spend doing the recovery. But, all Integrity says is behave with integrity. What does that mean?

The GRAPA Principles offer the following suggestions:

Integrity – Organizational: manage all relationships with management and operational teams with integrity. This means that all communication will be as accurate, clear and dependable as possible.

Integrity - Identification and Quantification of Risk: deliver estimates of risk and leakage that are as accurate, fair, and realistic, as possible.

Integrity - Assessment of Domains as “in scope”: any domain declared to be “in scope” will be assured based upon a comprehensive forensic assessment of the area and an accurate appraisal of the actual risks discovered.

Integrity - Reporting of Compliance: provide management with accurate reporting of how well implemented controls, corrections, and forensics are being managed.

Integrity - Technical Knowledge: understand the technology and be able to make informed appraisals of capabilities and risk, or have resources available to draw these conclusions.

I certainly agree with all of these as methods of maintaining professional integrity in the Revenue Assurance role. Especially since at the core, the Revenue Assurance job is all about identifying, quantifying, and reporting risk; there needs to be an ethical standard of integrity that guides all three of these processes in order for Revenue Assurance to have any meaning.

However, I think there is still more to it. There is still something being missed about the importance or pervasiveness of integrity that is not being captured by the current principle. So of course, I will turn this discussion to the community for comments. What does integrity mean to you in your current role? Does it describe how you do your job? How you interact with others? Where else do you act with integrity that is not already included in the GRAPA principle?

This is a community standard about what it means to do and to be Revenue Assurance, and I think this is one of the principles that will be most enhanced by a group discussion. I am, as always, curious to hear your feedback.

Posted by GRAPA Staff at 11:00 am

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Sense and Sensibility: A Story of RA-tionality

Consensus is the political platform for Revenue Assurance and an excellent guiding principle for managing relationships with other Telco players. The Revenue Assurance professional should also have a principle-based approach as they perform their primary job functions.

GRAPA Principles provide a few guidelines to assist Revenue Assurance professionals in this regard, but in my opinion (and I will admit that I am biased) none is as important as rationalization. It was a fundamental component of the 2009 Standards and Principles, as well as one of the core three for 2011.

I love when things make sense. When I am sure that a problem is being solved through the most logical means, I sleep more easily and am much less concerned that something will go wrong. I am betting this is also one reason why I love working with Revenue Assurance professionals so much – they bring the common sense, the hard data, a logical sensibility and outlook to the Telco environment. For that reason, GRAPA supports a principle that encapsulates Revenue Assurance professionals, both in their good sense and down-to-earth sensibility – Rationality.

The Principle of Rationality is, as you might expect, very simple. It states:

All expenditures and investments should not ever exceed the expected returns.


So simple, yet so powerful. There is almost no way to embellish it, or explain it any better - it is just common sense. Why put more money, time, and resources into something more than you expect to get out?

Especially for Revenue Assurance, whose job it is to maximize revenues for the Telcos. How can their activities be based on anything else? And if Revenue Assurance is not practicing rationality, who else can the Telco count on to make sure risk reduction activities-or any other activities, for that matter-are cost justified?

However, given that this blog is for the GRAPA community, I am not anticipating a great deal of negative responses to this principle. From everything I have seen, it already mirrors the Revenue Assurance mindset. They have a fundamental understanding of the fact that every Revenue Assurance decision requires a balance be struck between the degree of risk mitigated and the cost of accomplishing that degree.

So in this case, I am interested in a different sort of feedback. However, assuming that most Revenue Assurance professionals will agree with this principle, I am most interested in hearing about how you, in your Revenue Assurance role, have exemplified rationality, and why that has been powerful for you. Perhaps you have found a good way of documenting cost justifications that your team, other teams, or management really appreciate. Or maybe, you have found that other people look to you to bring the rational sensibility to the problems they face. Also, I am curious, have there been any times when practicing rationality has been extremely difficult, either for practical or political reasons? What are the challenges of rationality and can it fail?

As usual, I am looking forward to the conversation!

Posted by GRAPA Staff at 1:39 PM

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The GRAPA Community Matters

Last night-those of you from the U.S may know what I am talking about-I was watching a television series called Cheers on Netflix. As I was watching, the opening song especially caught my attention. The lyrics “You want to be where you can see/Our troubles are all the same/You want to be where everybody knows your name” started to make me think about what it means to have a place where everyone can relate to each other through a commonality – a community, in the truest sense of the word.

As you can see, I find the idea of a cohesive community, a place to identify, relate, and interact with others who are like you to be a truly awesome concept and a powerful resource. Especially for revenue related professionals who may not always view the telecoms universe from the same perspective as other Telco players. A space to learn about, share with, and bounce ideas off of similar people, can make life a heck of a lot less overwhelming. So for that reason, I want to dedicate this post to the members of GRAPA and the impressive community network they have provided for each other.

As part of the GRAPA team, I spend some of my time following GRAPA’s LinkedIn page and following the discussions between members. One of the first things I noticed was, how multiple members have provided feedback or assistance to an issue raised by another community member. More important than a number, is the camaraderie that radiates from each of the threads. There is an intangible, but obvious sense of “yes, I understand and I have been there too,” that stems from most of the member-to-member communication. This speaks volumes about the atmosphere of the revenue community GRAPA members have created for each other, the inspiring way members have stood up for each other, and what it means to be a Telco Revenue Professional.

So, for today, I want to recognize just how special the GRAPA community has become, and acknowledge all of our members who have done so much to make this such a valuable space for Telco revenue professionals.

Posted by GRAPA Staff at 1:00 PM

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Principles and Standards – The Foundation

As one of the newest members of the GRAPA team, I find myself constantly discovering more things that confuse me and test my understanding of how things should work. Prior to working at GRAPA, I had a naïve perception that businesses (at least any that would keep going) were logically structured, highly organized, and efficient entities. They knew how to keep the machine running with few hitches and any potential backfires had, at least, three contingency plans.

Then I was introduced to telecommunications. From all I have heard and learned about the telecoms industry, logic and planning may happen by accident, but new ideas, creativity, and innovation are the orders of the day. Products, plans, technologies, and business models change by the week and in this complexity, chaos can take over. In this environment, mistakes are bound to happen; additional risks can be everywhere and any concept of stability is non-existent.

This brings me to the telco revenue professional – here is the individual who can bring common sense and financial concerns into the dynamic environment of the telco and harnesses the chaos. These professionals keep their eyes squarely on the bottom line and find ways to mitigate and manage risk. In a way, they enable technology professionals to stay passionate about making things work and enable marketing teams to test their ingenuity, and provide security around the creative process of new product development. These professionals, not only make chaos functional, they make it profitable.

As I heard story after story of how valuable these professionals are to the telco, I cannot begin to describe how proud I was to be working at GRAPA and working to aide these individuals in their complicated and multi-faceted jobs.

But as I said at the beginning, being part of the GRAPA team has constantly tested my understanding of the discrepancy between how things should work, and how things happen in real life. Quite possibly the biggest shock I received was how many revenue professionals were treated as the clean-up crew. They were asked to step up whenever telco chaos spun out of control. It seemed there was little appreciation for the advantages they could bring to the telco environment. If I was running a business, the first things I would want to know are 1. My product/service is generating revenue 2. The revenue I think I should be earning is being realized and 3. Where my biggest revenue risks exist. Needless to say, I was quite confused as to why, at times, the value of revenue professionals was not appreciated and why, as I also heard, telecoms politics often made it so difficult for them to get involved in those projects where they could have the most use.

Although, I have come to accept that life does not always work the way it should, it really bothers me to hear when the role of revenue professionals is misunderstood in a telco - especially, since I have heard such powerful success stories. I feel that GRAPA has a duty to its members to ensure that all of them have the tools they need to achieve such professional growth and appreciation.

This is the primary reason I am so passionate about GRAPA standards and principles – they serve as guidelines for turning the Revenue Assurance job into a profession. When applied to the telco environment and the Revenue Assurance job, these standards and principles help Revenue Assurance professionals define the pivotal role they play, how and where this role adds value, and improve relationships between Revenue Assurance and Operational Departments and Revenue Assurance and Management.

GRAPA, as a professional association, is fundamentally dedicated to the concept of building a community of professionals, a group of people who find themselves in the same situations, faced with the same issues, and who need to accomplish the same goals. This is why discussion of these principles/standards – members of GRAPA sharing stories, learning experiences and successes with other people like them - is the only way to make the principles and standards have any impact.

A community of like-minded people striving to accomplish something is a powerful concept. It is a place where revenue professionals can define their space and determine what makes them professionally successful. It can provide a forum for discussion or just a place to come for moral support. Like any community, the GRAPA community needs a foundation, a basic structure that everyone can use to say “yes this is who I am and I belong here.” To me, that foundation must include standards and principles that are universally accepted. Thus, this blog starts here, and why I encourage as many revenue professionals to share their opinions and stories related to the principles and standards with the rest of the community.

I am hoping people will share feedback and help build the special community they are part of. This is an exciting time to contribute and be part of the effort to review new standards and principles. And it begins and ends with the community.

Posted by GRAPA Staff at 10:37 AM

 

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Posted by on in Member Profiles
Sitting Down With Sourav

“If you want to succeed, you need to be as innovative as possible.”

One afternoon I had the opportunity to interview Sourav Majumber, one of GRAPA’s active members with whom I also had the pleasure of working with over the last few months. Because I wanted to know more about him and his decision to build a career in the telecommunication industry, we decided to jump on a call and have a chat.

Before he even graduated, Sourav had his sights set on telecommunications and has now been in the industry for eight years. In college, while studying electronics and engineering, he became fascinated with the way GSM works. This helped him a great deal in deciding his career path. Other than that, he admitted that his decision in making a career in this field was because he felt that he had to apply everything he learned in class to his work because “the telecommunication industry is moving fast, the technology is evolving, and every day someone is coming up with something new -  and that’s why this industry is so very unique and exciting.”

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GRAPA Standards for 2015 – The “Data Standards”

GRAPA Standards for 2015 – The “Data Standards”

It has been 6 years since the publication of the GRAPA standards for revenue assurance. In that time, over 2000 people have downloaded copies of those standards and hundreds of carriers have embraced our simple Principle and Accountability based approach to revenue assurance for telecoms.

But unfortunately, the times, they keep on changing, and the standards that were good for 2009 are lacking when it comes to meeting the needs of today’s Billing, Finance, Audit, Revenue Assurance and Marketing professionals.

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Making Elephants Dance – Why Standards Matter

Over the past few months, I have been talking with Revenue Assurance managers from carriers all over the world and for each and every one of them the story is the same.

  • First – the amount of new promotions being launched by marketing departments is more than ever.
  • Second – the network engineers continue to “fiddle” with the network, adding more and more new technologies and components to the back end. The days of the plain and simple old GSM network are long gone. Today’s networks are a hybrid of 2G/2.5G/3G/3.5G/4G and 4.5G radio access networks, combined with a dizzying array of new network elements. SGWs, PBWs, PDNs, EPRDN and more are being spliced into existing networks, generating more capacity and speed (at least that is what they claim).
  • Third – the revenue assurance teams, for the most part have gone into DEFENSIVE mode. There is no longer any time for the niceties of margin and market assurance. It is not even possible to assure the new network infrastructures as they keep changing all the time.
  • Fourth – revenue assurance teams are spending most of their time doing two things:
    • Helping billing teams load up new promotions and programs and assuring they are running properly on the system
    • Doing emergency firefighting when something goes dreadfully wrong. 

Sound familiar?

In the words of one RA Manager, “We used to be in control of what was happening in our networks. GSM was the dog, and we were able to make it respond to our wishes and do the tricks that made us successful.” According to this manager, the problem now is that he is being expected to teach the same old tricks not to a dog but to an elephant.

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Posted by on in Revenue Assurance
Long Live the DataComm

Telecoms is dead, long live the DataComm

Well, just in case you haven’t been paying attention, the telecoms industry has officially been retired. Oh, we’re not quite ready for a funeral, but the old work horse products and services that gave us all a good living and fed the investors for decades has reached the end of its useful life.

Telecoms will soon be going the way of the horse and buggy, the desktop computer, and the (ugh) PDA.

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GRAPA launches new Online Certification Programs

Starting in July, GRAPA will be starting a new Online Training and Certification Program.

As of June, 2014, GRAPA has successfully trained and certified more than 1300 revenue assurance, fraud, billing, and audit professionals, helping the industry keep up in telecoms risk and revenue management best practices.

However, telecoms revenue assurance (RA), fraud, billing, audit, and other risk/finance professionals have been facing some incredibly big challenges in the past year. Increased competition, combined with an increased demand for investing heavily in new generation CAPEX, has left companies stripped of budget for staffing and training RA and fraud positions.

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Posted by on in Revenue Assurance
Revenue Assurance Reborn

The more things change, the more they stay the same. This is a saying my grandmother taught me many years ago and it's as true now as it was then. It seems like only yesterday that we started the GRAPA organization but unbelievably, I find that we are celebrating our 7th anniversary. 

Do you remember the year 2007? Let’s see.
-  Bulgaria and Romania joined the EU. (How about that, Otilia?)
- Apple Inc. CEO, Steve Jobs, announces the iPhone (Really?)
- Harry Potter and the Order of the Phoenix, Ratatouille, and Transformers were the big movies
- GRAPA was founded

Yes, 7 years ago, a small group of us, sitting at a Starbucks in Kuala Lumpur, talked about what was wrong with the industry, and especially about how hard it was for Revenue Assurance (RA) people to make connections with others doing the same job in other telcos.

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