麦肯锡IT战略规划
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• Order handling • Billing, invoicing, A/R • Complaint management
Customer care & billing Service provisioning
• HR
management
• Finance • Enterprise
resource
management
Decision support systems/ data warehousing
Maintenance and workforce management
Inventory management
Back office applications
• Analysis of
customer
management
• ...
• Manage/control
correct
functioning of the
physical network
• Manage the load
of network traffic
• Maintain network • Manage
interfaces to 3rd
Service provisioning
Telco IT systems
Network management
Network element management
IT supports all parts of a Telco operator’s value chain
Back office applications
• Service configuration and
activation (e.g., selection of phone number, line or SIM card activation, etc.)
• Call collection
• Tariff and customer
contract management
IT SUPPORT OF TELCO BUSINESS PROCESSES
Strategy and marketing
Back-office administration
Network planning and installation
Network operation
Sales
Service provisioning and delivery
PROCESS VIEW
Customer care and billing
• Capacity and
traffic planning
• Design of the
physical network
• Management of
the network
installation
• Engineering • Inventory
• Activate/
terminate services for customers
• ...
• Rate and bill
telecommunication
services according
to price lists, contracts and 3rd
party tariffs
• Rate and bill 3rd
penetration approach
Source: McKinsey
Decision support systems/ data warehousing
Maintenance and workforce management
Inventory management
Customer care & billing
• Enterprise
resource
management
• HR
management
• Finance • Accounting • ...
OVERVIEW: FUNCTIONALITY OF TELCO IT
• Management of
maintenance and repair service activities for customer premises equipment, switch network and trunk network components
behavior, churn,
etc.
• Customer
segmentation
• Profitability
analysis
Network management Network element management
• Configuration and
• Network
configuration
party Telco services
• Maintain customer
relationship
• ...
• Decision on business
focus
• Investment planning • Dห้องสมุดไป่ตู้sign of products
and tariff schemes
• Design of market
party networks
• ...
• Manage/control
sales force
• Manage sales
channels
• Launch
campaigns
• Manage accounts • Manage customer
contracts
• ...
• Manage and
control the order processes for telecommunication services
麦肯锡_IT战略规划
2020年8月5日星期三
CONTENTS
• Management summary • Situation and demands on Telco IT • Assessment of existing Telco IT environments • Vision of a future Telco IT landscape • Outsourcing of Telco IT • How to get started • Appendix 1: Detailed description of IT-supported functions • Appendix 2: Glossary of terms
Customer care & billing Service provisioning
• HR
management
• Finance • Enterprise
resource
management
Decision support systems/ data warehousing
Maintenance and workforce management
Inventory management
Back office applications
• Analysis of
customer
management
• ...
• Manage/control
correct
functioning of the
physical network
• Manage the load
of network traffic
• Maintain network • Manage
interfaces to 3rd
Service provisioning
Telco IT systems
Network management
Network element management
IT supports all parts of a Telco operator’s value chain
Back office applications
• Service configuration and
activation (e.g., selection of phone number, line or SIM card activation, etc.)
• Call collection
• Tariff and customer
contract management
IT SUPPORT OF TELCO BUSINESS PROCESSES
Strategy and marketing
Back-office administration
Network planning and installation
Network operation
Sales
Service provisioning and delivery
PROCESS VIEW
Customer care and billing
• Capacity and
traffic planning
• Design of the
physical network
• Management of
the network
installation
• Engineering • Inventory
• Activate/
terminate services for customers
• ...
• Rate and bill
telecommunication
services according
to price lists, contracts and 3rd
party tariffs
• Rate and bill 3rd
penetration approach
Source: McKinsey
Decision support systems/ data warehousing
Maintenance and workforce management
Inventory management
Customer care & billing
• Enterprise
resource
management
• HR
management
• Finance • Accounting • ...
OVERVIEW: FUNCTIONALITY OF TELCO IT
• Management of
maintenance and repair service activities for customer premises equipment, switch network and trunk network components
behavior, churn,
etc.
• Customer
segmentation
• Profitability
analysis
Network management Network element management
• Configuration and
• Network
configuration
party Telco services
• Maintain customer
relationship
• ...
• Decision on business
focus
• Investment planning • Dห้องสมุดไป่ตู้sign of products
and tariff schemes
• Design of market
party networks
• ...
• Manage/control
sales force
• Manage sales
channels
• Launch
campaigns
• Manage accounts • Manage customer
contracts
• ...
• Manage and
control the order processes for telecommunication services
麦肯锡_IT战略规划
2020年8月5日星期三
CONTENTS
• Management summary • Situation and demands on Telco IT • Assessment of existing Telco IT environments • Vision of a future Telco IT landscape • Outsourcing of Telco IT • How to get started • Appendix 1: Detailed description of IT-supported functions • Appendix 2: Glossary of terms