某咨詢—中移動(dòng)：移動(dòng)通信行業(yè)的趨勢(shì)分析-資料下載頁(yè)
2025-02-11 05:44本頁(yè)面
【正文】 oducts Integrated Billing Market Identification Sales Service Delivery Product Development Marketing Billing Customer Care Service Assurance Trouble Ticketing VRU Data W’hse customer seg. product seg. Data W’hse what ifs customer anal. product anal. unit anal. Data W’hse customer seg. product seg. Data W’hse Access Network Management Support Systems Sales Force Automation 39 An Integration Architecture and Preferred Vendor Product Set ? Single CSR user interface ? Single point of order entry ? Use workflow engine (Vantive) to support / CSR process ? Single technology platform ? Utilize standard APIs ? Built upon generic / reusable integration where achievable Integrated Design Principles Customer Field Service Customer Contact Call Center Trouble Ticketing Vantive Provisioning Fraud Data Warehousing Oracle Apps Sales Marketing Vantive Network Management Mediation Point of Sale Billing Geneva Business Support Oracle Apps Integration Within scope of demonstration Outside scope of demonstration Core Application Architecture of CESA Inter Access Paper Access Voice Access Call Centre C U S T O M E R S Customer Management Support Applications Billing Data Warehouse Procurement Finance Asset Management Project Accounting/ Mngt. HR ABC Analysis Customer Analysis Business Unit Analysis Service Centre MIS Marketing WORK FLOW Sales and Marketing Field Service Customer Contact Call Rating Invoice Calculation Invoice Rendering C o m m o n U s e r I n t e r f a c e Data Collector Network Management Centre Fraud Management Data Collector Customers Inventory Products Integrated data repository CDR Mediation Service Provisioning 41 A Proven Implementation Approach Design/Build Integrate Implement Technology Infrastructure Project Management Methodology Applications Implementation H Project Management A Project Scoping and Planning B Establish Technical Strategy and Development Structure C Data Planning I Support Development and Establish Production Infrastructure Q Maintain Technical Infrastructure and IT Readiness O Cutover Planning R System Integration Testing T Execute Cutover and Rollout U Implementation Support and Refinement K Custom Code Design and Build J Data Conversion Management G Transition Management F Organizational Dynamics and Impact Assessment E Team Training N Organization Facilities Design P User Procedures and Training Development S Training Delivery ? Manage Communications ? Secure Commitment to Change ? Build Teams and Transfer Skills M Security and Controls D Process Analysis L Process Design and System Prototyping Organizational Change Business Process Change Integrated MultiTrack Approach Analysis G Transition Management 42 A Flexible Implementation Approach Established Telco (Possible new business venture) Contract signed 1 Month 4 months 11 months 7 months 18 months 24 months Full Evaluate i on and Legacy system Customer Care Full Legacy Data Migration Full MIS Full Operational Delivery Billing Oracle Implementation and Integration Customer Process Review New CC Process Full Business Process Change Contract signed 10 months 12 months Full MIS Customer Care and Provisional billing Greenfield License Awarded Billing Oracle Implementation and Integration New Process Established 3 months 6 months 4 months Pre License Award 9 months Initial Contract License awarded months months Process Model and Tech Design Agreed Process Training and Delivery Customer Care Billing Oracle Implementation and Integration New process established Full MIS 1 month Full Contract PwC/ Oracle Team Established 43 The largest telemunications provider in Switzerland A joint venture between BT, Viag and Telenor. Dolphin Telemunications the UK39。s first mercial licensee of the newly emerging Tetra PMR standard. A global voice over inter protocol operator The second fixed teles work in Spain Successes to date CESA: The Communications Enterprise Solutions Architecture 44 Customer Relationship Management Why CRM Is So Important Today? 45 The Search For Competitive Advantage Compete on Market Share Compete on Quality and Lower Costs Compete on Customer Relationships An anization’s ability to understand and deliver (near) realtime on consumer interests, needs expectations will drive petitive advantage 70’ s 80’ s 90’ s Source of Competitive Advantage 00’ s …. enter the web 46 Customers Have Bee Very Demanding Brand and product focused Retail and channel focused Customer focused Customer driven Process Hierarchical Distributed Flat Empowered Technology Transaction Processing Management Info. Systems ERP and Back Office Automation Front Back Office Integration Productbased Functional Business Unit Silos Segmentbased Streamlined Organization 48
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