Our paper "A Phase Model of the Service Delivery Process for Bundle Services", concerning the quality of service provisioning, has been presented at the 6th European Modeling Symposium EMS 2012. We provide real data (coming from a major telecom wireline provider) that show where service provisioning may fall short of its quality targets. The most critical items appear to be the tasks fulfilled by subcontractors and the hitches due to the incumbent operator in the number portability procedure. You can take a look at the presentation here. Or you may read the full paper here.