MIS in Telecom Sector

MIS in Telecom SectorGroup: 8 Rahul PantRajender GulatiRajiv PaniR. Sushant SinghRakesh DuttaINTRODUCTION :

SERVICES PROVIDED BY TELECOM SECTOR TPS (Transaction Processing System)Transaction processingis a style of computing that divides work into individual, indivisible operations, called transactions.

Transaction processing system features

PerformanceContinuous availabilityData integrityEase of useModular growth

POS(Point Of Sale) TPSBarcode ScannerPOSTPSUPCProductDBInventoryDBInformationReporting SystemCustomer ReceiptExceptionReportsUPCPriceUPC &QuantityProduct, Quantity,Date, Time, PricePurchasingDBQuantity,Date,TimeBatch ProcessingTransactionDataDataProcessingTrans.FileNewMasterFileOldMasterFileDocuments/ReportsOn-line ProcessingOn-lineDataProcessingDocuments/ReportsTransactionDataInquiries/ReponsesTransactionDataTransactionData

Example of airtel

ApplicationsOrder ProcessingPurchasingAccounts Receivables & Accounts PayablesReceiving & ShippingInventory on HandPayrollGeneral Ledgers

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Example of airtel

ApplicationsOrder ProcessingPurchasingAccounts Receivables & Accounts PayablesReceiving & ShippingInventory on HandPayrollGeneral Ledgers

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Example of airtelApplicationsOrder ProcessingPurchasingAccounts Receivables & Accounts PayablesReceiving & ShippingInventory on HandPayrollGeneral Ledgers

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Example of airtelApplicationsOrder ProcessingPurchasingAccounts Receivables & Accounts PayablesReceiving & ShippingInventory on HandPayrollGeneral Ledgers

10MISMIS is made up from three words or components

Management: provide or develop strategies and goals and by selecting the best cause of action to achieve a plan.Information: processed form of data, the general constituents of information are processed data, data received, or data used for different purposed in an organization.System: collection of interrelated components used for achieving some predefined goal in an effective manner.

Objective: improve the overall performance and working capacity of an organization by using the concept of information technology in an effective wayMISUse of MIS in daily routine taskVerification of customer Re-verification of customer Collecting money (recovery) Bill distribution etc.Objective To manage the data of customer verification in such a way that the required different reports can be formed in a flash Mis reportDifferent cases that are allocated from head office to regional office and further to agency to complete it

MIS head office allocationMis Reports The MIS executive on receiving the allocation, develops TAT (Time Allocation Table) in MIS to give predefine time to each customer verification executive to complete the case

Time Allocation TableMISFinal MIS report developed.Executive or manager can easily check the status of performance of allocated cases from head office

Complete MIS For Telecom Agency MIS

Executive Sales Dashboard with a KPI ReportMIS

Exception report CRM REFERENCE MODEL

Benefits to AirtelCustomer segmentationMarket analytics like records of customer profiles, payment history etc.Customized and simplified bill formats, many payment collection centers.First timeresolution has increased from 40% to more than 90%.Understandingofcustomers likes and dislikes.

What is CRMCRM is abusiness strategy that aimsto, understand ,anticipate manage and personalize the needof thecurrent and potential customers.Integrating People, Processes and Technology of an organization. Effective use of Information about customer to maximize customer satisfaction as well as cost reduction and increased profitability for an organization

Without CRMNot ableto recharge amounts anywhere in India. One had to carry scratch cards.Not able to pay bills anywhere in India.Low customer retention.Had huge issues in meeting the demands ofthe growing customer base.Were not able tocentralize the services and give a common brand experience.

This reference model is logically layered model that includes touchpoint, business application, process, CRM, Data management and Decision support layers. It was developed as a result from customer feedback and extensive research in the marketplace on Enterprise

TOUCHPOINT AND PRESENTATION LAYERThis layer presents information to the business end-user through a communication channel-specific device. The presentation and navigation displays a consistent look and feel for input and output information in the format required by the device (e.g., browser, terminal, keyboard, keypad and phone) that is consistent across different business processes and their functions.

BUSINESS APPLICATION LAYER This layer determines the communication touchpoint being used, and transforms knowledge from the touchpoint to the Application such as Billing.

PROCESS LAYERThe process layer provides services to different communication touchpoint- specific devices, from a single implementation of that specific device. The process layer is separated into a Contact, Context handler and personalization.

CRM LAYERThis layer represents databases that consist of the single customer view, integrated contact/dialogue, customer profile, and content information. This layer also provides for the ability to perform analytics and reporting on the customer experience by using the variety of knowledge gained from all customer activity.

DATA MANAGEMENT LAYERThe data management layer is the first layer that has no direct link to the business processes. It represents purely IT centered objects.

DECISION SUPPORT LAYERThe AIRTEL has been implementing various decision support applications (campaign management applications, etc.) in order to determine who their best customers are and what best services to offer them.

VERTICAL LAYERSThe vertical layers of this reference model provide services that are required by all the horizontal layers.

18dssNETWORKModel Driven19dss

Data DrivenFunctions of dssCustomer information from customer files.Usage of phone connection from switching centers.Billing data from the billing information system.Reports on payments by customers from the billing information system.Reports of phone disconnections due to failure of payment.Reports of phone reconnections after payment, and reports of permanent nullifications of contracts.StrategyPORTER'S GENERIC COMPETITIVE STRATEGIES

Cost Leadership Strategy

Differentiation Strategy

Focus StrategyCost leadership strategyA cost leadership strategy works well for Airtel in the event of a price war in the industry. Since the firm is already working on a low price strategy, it has reap profits while the competitors ( mtnl / reliance/ tata) are bound to make losses.

Differentiation Strategy1. Best service provider, good call center service esp. in local languages, good service even in the remote areas, emphasis on barriers break when people speak, new initiatives like Google search on Airtel live, downloads etc.2. Long term HR strategy, Gallup Great Workplace Award, Both internal developments as well as external hiring, development programs with IIMs.

Focus Strategy A firm pursuing a focus strategy tends to serve a specific segment instead of catering to the entire market. This segment may be a special group of customers, a specific geographic area, or a particular product or service line.

22Strategy23Where does knowledge management fit in for the telecom companies? Earlier companies were trying to collect, capture, replicate enterprise, employee and business knowledge capital. However, now that customer is the prime asset, companies are trying hard to capture the customer data.Knowledge management can be applied through out enterprise through streamlined processes facing customer services area like billing, fault repair, new campaigns, complaints, self service, cross sell and up sell knowledge management in vodafoneNeed of implementing KM Program within VodafoneKM is the bridge b/w traditional R&D functionality and strategic and operational activities within Vodafone.Extensive data analysis projects to define trends and form future visions. Vodafone capture the concerns of business leaders within the company as a whole. This all leads to the identification of the knowledge that require in order to make the best decisions about how to move the company forward. Barriers in attempts in knowledge sharing within organization

1- The progress cant be measured in any quantative manner.2-Progress to implementing an infrastructure to support KM and what changes were necessary to ensure success .3- Insufficient data.4-As yet they are not using any specific knowledge-management tools.

KMS

Unresolved ProblemAnalyze ProblemAccess SystemUpdate SystemDevelop SolutionProblem Resolved?KMSDecision SupportInstruction ReferenceKnowledge AcquisitionTacit KnowledgeExplicit KnowledgeExplicit KnowledgesecuritySECURITYTelecom Risk Management ProcessSECURITY MANAGEMENTADOPTING A SECURITY FRAME WORK

IMPLEMENTING SECURITY INFRASTRUCTURE

CONDUCTING SECURITY TESTING

Telecom Equipment Testing

IT and Telecom Network Vulnerability Assessment

Fuzz Testing

Penetration TestingTHANK YOU