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!