UNDERSTANDING BUSINESS VERTICALS

SUDHIR BHATNAGAR

Q: 1 Discuss following business domains with respect to their Mission, Organization, Operative, USP/Distinctive Services & Functional flow Diagram (a) e-Governance OR (b) Automotive Industry Q: 2 Discuss following business domains with respect to their Mission, Organization, Operative, USP/Distinctive Services & Functional flow Diagram

(a) Telecom Service Provider

OR (b) Healthcare & Healthcare Provider

Q: 3

Discuss following business domains with respect to their Mission, Organization, Operative Functions, USP/Distinctive Services & Functional flow Diagram (a) Airlines Industry OR (b)Insurance Services

Q: 4

Discuss following business domains with respect to their Mission, Organization, Operative, USP/Distinctive Services & Functional flow Diagram

(a) Discreet Manufacturing

OR (b)BPO Services

Q: 5 Discuss following business domains with respect to their Mission, Organization, Operative, USP/Distinctive Services & Functional flow Diagram (a) Banking Industry OR

(b) Retail & Retail Chain

Q: 6 Discuss following business domains with respect to their Mission, Organization, Operative, USP/Distinctive Services & Functional flow Diagram (a) Education

SESSION V
Chapter IV Study of Business Domains

Telecom Service Provider

TELECOM SERVICE PROVIDER

Mission

Build leading-edge IP-leveraged solutions advanced by unmatched global infrastructure & leadership in emerging markets. Invest in building long-lasting relationships with customers & partners & lead the industry in responsiveness & flexibility. The vast pool of expertise in the communications & technology sectors embodies the commitment to conduct ethical & sustainable business. Innovative solutions for existing & emerging markets worldwide.

USP/Distinctive Service

Operative Functions

Core operative function of a telecom service provider is to connect people while at home or on move & provide internet connectivity at the minimum speed specified by TRAI. Top Management Research & product development Network lifecycle management Product lifecycle management Customer service functions Operations functions Marketing & sales functions Finance & Asset management functions Personnel Management functions Security functions

Operative functions will include

Operative functions will include

Top Management for

market & marketing strategies & policies, supply chain & distribution strategies

service strategy & planning, resource strategy & planning

acquisition & development of state-of-art technology product concept, competition analysis & pre-planning product & product portfolio development strategy development, maintenance & management of comn network infrastructure full exploitation & delivery of marketing, product & offer, service, supply chain & resource capabilities coordination with support partner networks

Research & product development

Network lifecycle management

Product lifecycle management product offer & service development & retirement product marketing comn & promotion resources & supply chain development & management Customer service functions customer interface management retention & loyalty customer satisfaction response Operations functions service configuration & activation CRM support & response readiness Marketing & sales functions management of web site, promotional schemes & advisories & related issues order handling, resource provisioning distributors network management

Finance & Asset management functions budgeting billing & collections, dispute settlement assets valuation & financial coordination with partners Personnel Management functions employees management recruitment & training of new & old employees employees appraisal managing supporting staff & services Security functions - business security, comn security, physical infrastructure security MIS applications in telecom industry should be towards supporting all decisions which affect the objective of offering a distinctive product to customers having varied expectations & perceptions

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Head Finance & Budgeting

Head Marketing & Sales

Head Product lifecycle mgt

Head Infrastructure Development & Maintenance

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Head Finance & Budgeting

Head Marketing & Sales

Head Product lifecycle mgt Infrastructure development Network Management Support networks

Head Infrastructure Development & Maintenance

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Head Finance & Budgeting

Head Marketing & Sales

Head Infrastructure Development & Maintenance

Head Product lifecycle mgt

Infrastructure development Network Management

Resources & SCM Product offer & marketing Customer Service

Support networks

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Eqpt repair & maint

Head Finance & Budgeting

Head Marketing & Sales

Head Infrastructure Development & Maintenance

Head Product lifecycle mgt

Spares Procurement Customer Problem solving Resources & SCM Product offer & marketing Customer Service

Infrastructure development Network Management

Support networks

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Eqpt repair & maint

Head Finance & Budgeting

Head Marketing & Sales

Finance & Budgeting

Head Infrastructure Development & Maintenance

Head Product lifecycle mgt

Spares Procurement Customer Problem solving Resources & SCM Product offer & marketing Customer Service

Sales Accounting Asset Management

Infrastructure development Network Management

Support networks

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Eqpt repair & maint

Head Finance & Budgeting

Head Marketing & Sales

Advertising & Promotion

Finance & Budgeting

Head Infrastructure Development & Maintenance

Head Product lifecycle mgt

Spares Procurement Customer Problem solving Resources & SCM Product offer & marketing Customer Service

Sales Accounting Asset Management

Customers Orders handling

Distributor NW handling

Infrastructure development Network Management

Support networks

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Eqpt repair & maint

Head Finance & Budgeting

Head Marketing & Sales

Advertising & Promotion

Finance & Budgeting

Head Infrastructure Development & Maintenance

Planning Team

Head Product lifecycle mgt

Spares Procurement Customer Problem solving Resources & SCM Product offer & marketing Customer Service

Sales Accounting Asset Management

Customers Orders handling

Project Team

Distributor NW handling

Infrastructure development Network Management

Support networks

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Eqpt repair & maint

Head Finance & Budgeting

Head Marketing & Sales

Advertising & Promotion

Finance & Budgeting

Head Infrastructure Development & Maintenance

Planning Team

Head Product lifecycle mgt

Spares Procurement Customer Problem solving Resources & SCM Product offer & marketing Customer Service

Sales Accounting Asset Management

Customers Orders handling

Project Team

Distributor NW handling

Infrastructure development Network Management

Comn & tech staff Support staff Security staff

Support networks

FUNCTIONAL FLOW DIAGRAM

New Customer Queries Customer Service Telecom services related info provided to customer. Customer advised to book online or visit nearest service centre Customer gathers info about services & documents to be submitted Customer chooses the Option, fills up application, & makes payment. Customer visits service centre with documents

Portal

Service centre staff scrutinize documents, brief customer about various options & schemes

Landline
CSR send documents to Landline department. Gives time for visit by installation team

Internet
CSR send documents to BCCS. Gives time for visit by installation team BCCS scrutinize documents. Service provider sends Team for installation at given location Connection is installed & activated. Billing commences based on usage

Mobile phone Prepaid/Postpaid

Customer gets the number. CSR send document to BCCS (Billing & Customer Care Centre)

Documents area scrutinized. Service provider sends installation team at desired location Customer Database
Accounts Database Connection is installed & activated. Billing commences based on usage

Customer Database

BCCS scrutinize data again. Customer & his account are created in the system The number is activated. Customer informed.

Accounts Database Billing commences based on usage

TELECOM SERVICES PROVIDER

Research & Product development

Chief Executive Board of Directors

Head Personnel Management & Training

Head Network lifecycle mgt

Head Technical & Maintenance

Eqpt repair & maint

Head Finance & Budgeting

Head Marketing & Sales

Advertising & Promotion

Finance & Budgeting

Head Infrastructure Development & Maintenance

Planning Team

Head Product lifecycle mgt

Spares Procurement Customer Problem solving Resources & SCM Product offer & marketing Customer Service

Sales Accounting Asset Management

Customers Orders handling

Project Team

Distributor NW handling

Infrastructure development Network Management

Comn & tech staff Support staff Security staff

Support networks