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In the fast changing telecommunication and Internet market the ability to adapt existing products and release new ones at high pace are crucial to defend existing market shares and gain new customers. Based on its long standing experience in the Swiss Internet market futureLAB developed a new concept for a Service Delivery System for the Swiss branch of a leading European telecommunication provider. The system described therein allows the product developer to define products, associated processes, activities and data attributes. Processes can be initiated out of the system; data attributes are stored in the system's database (no external database or data modeling is necessary). Furthermore the system offers status views for employees, business partners and customers. In a second stage futureLAB evaluated five major workflow products for their suitability to be part of a system as described in the concept. None of the systems met all of the necessary criteria, but two
valuable candidates were identified.
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