BA layer SQL, JDBC Information CORBA Access, LDAP server layer Relational database SQL, LDAP Figure 16.9 TM architecture including some enablers Understanding Changing Telecommunications - Building a Successful Telecom Business The overall goal of the TM operations area is business oriented. ROCE, ROI, revenue, CAPEX and OPEX represent such goals. The target is to manage the network for the best ROCE or ROI. The ROCE impact is substantial, indeed, since TM is costly. The OPEX-CAPEX area is also covered to some extent in Chapter 9. Organizational matters are not considered here but a significant congruence between organization and the traffic system is certainly valuable. The processes are a crucial part of TM. The Telemanagement Forum, the TOM and eTOM processes and the TMN four-layer structure with the FAB processes were all intro- duced in Chapter 4, as the operator process plan and cost-efficiency section. The business and process areas will be further elaborated below, starting with the basic process part. 16.3 BASIC PROCESS PART Processes play a very important role in defining, establishing and handling telecom man- agement. Analysis, descriptions and management of processes pave the way for the introduction of IT support aids and applications that are becoming an integral part of modern telecom management systems. The contribution of the process approach may be summarized in the following points: Both customer satisfaction and telecom business greatly benefit from a clearly defined process environment, which also allows continuous improvement. The processes guide the operator's personnel, preventing damages derived from wrong operation or lack of knowledge. They provide an environment more independent of single personnel experience and expertise. The processes deliver continuous and clearly defined measurements on effectiveness and QoS, and provide proven methods for continuous improvement. As explained in Chapter 4, this chapter will deal with subjects within what is called 'operations' by the Telemanageme