Final Ssm Project

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SERVICE SECTORMANAGEMENTTOPIC: - Telecommunication and internetGROUP NO.8

SEMESTER - V

KES SHROFF COLLEGEACADEMIC YEAR 2013-2014.


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GROUP MEMBERS

DIVYA DAVE -7

VIDHI SAKHIDAS -35PRIYAL SHAH -44

AKSHATA THAKER -52

HETAL TOPIWALA -55

ANAGHA VICHARE -58


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Sr.

no

Particular Pg.No

Marks Sign

1 Meaning.

2 Telecommunication and internet.

3 Different services offered by

telecommunication and internet.4 The Benefits of Using

Telecommunication in Businesses.5 Benefits of internet.

6 The contribution of telecommunicationsto the growth performance of Indiaseconomy.

7 Leading Players in Telecom Industry.

8 Job Scope in Telecom industry incurrent area in India.

9 Growing Opportunities in Telecomsector in India.

10 Current scenario.

11 Service management.12 Service leadership.

13 Service Blueprinting or Flowcharting.1415

Benchmarking.Internal marketing.


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INDEXMeaning

Service management is integrated into supply chain management as theintersection between the actual sales and the customer. The aim of high

performance service management is to optimize the service-intensive supply

chains, which are usually more complex than the typical finished-goods supply

chain. Most service-intensive supply chains require larger inventories and tighter

integration with field service and third parties. They also must accommodate

inconsistent and uncertain demand by establishing more advanced information

and product flows. Moreover, all processes must be coordinated across numerous

service locations with large numbers of parts and multiple levels in the supply

chain.

Telecommunication and internet

In telecommunication, a telecommunications service is a serviceprovided by a telecommunications provider, or a specified set of user-information

transfer capabilities provided to a group of users by a

telecommunications system. The telecommunications service user is responsible

for the information content of the message. The telecommunications service

provider has the responsibility for the acceptance, transmission, and delivery of

the message.


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TheInternetis a global network connecting millions ofcomputers.More than 100 countries are linked into exchanges ofdata, news and opinions.

According to Internet World Stats, as of December 31, 2011 there was an

estimated 2,267,233,742 Internet users worldwide. This represents 32.7% of the

world's population. An Internet service provider (ISP, also called Internet accessprovider) is a business or organization that offers users access to

the Internet and related services. Many but not all ISPs are telephone

companies or other telecommunication providers. They provide services such

as Internet access, Internet transit, domain name registration and hosting, dial-up

access, leased line access and collocation. Internet service providers may be

organized in various forms, such as commercial, community-owned, non-profit, or

otherwise privately owned.

Different services offered by telecommunication

and internet

There are several telecommunication companies which they can use simply by

businesses presently. Some are used entirely by one company and others are

shared Websites contacts. There are inexpensive options available intended for

smaller companies and commence up corporations. Now businesses can tailorthese services to their own small business. DSL and Satellite Internet can help you

money for most small business owners that are on tight budgets, whenever they

need on the web services. They may have good Access to the internet and will be

familiar with connect territorial offices of your corporation. Internal in addition to

outer connections can be used. Yet another service that may be offered will be

VOIP or voip in which uses internet with regard to phone services as well. This

would also save the companys income as there are less maintenance fees.

Businesses seeking exclusivity can use dedicated companies like T1 along with T3

traces. These special lines can transfer larger variety of data for a faster rate thanshared outlines. Wont safer, that many businesses need. These lines are

sometimes also used with regard to voice too other files. VPN and VPLS networks

can also be offered. These services create private arrangements for companies,

that will save them from paying substantial bandwidth fees. They could also get

connected to more distant offices with these bisnis pulsa varieties of sites. Fast

Ethernet and Gigabit Ethernet, using Ethernet, over Fiber and Ethernet over
http://www.idwebpulsa.com/bisnis-pulsa-elektrik/http://www.idwebpulsa.com/bisnis-pulsa-elektrik/


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Water piping technologies they can double by means of businesses in recent

times. They are really faster Web services than the satellite in addition to DSL

connections along with cost a little bit more. Nonetheless they are ideal for

organizations that have considerably more data and wish to obtain it moved

quicker. Method and large organizations can use this particular service. Local areaEthernet, that may service a lot of town locations, has turn into a preferred

selection of many companies. MPLS can be an upgrade of the service and it is

usually as used by global companies currently a little bit more high-priced. It can

be faster and much more reliable as opposed to regular assistance and will move

larger amounts of files. Though telecom providers now are making use of optic

fiber technological innovation mainly, however the cheaper Ethernet, over copper

technology is also nevertheless being employed. The price of have become very

reasonably competitive for your business, as there are quite a few providers

offering all these services. This means that firms can save money by lookingaround for services. Its research before you buy just before selecting a assistance,

as selling prices vary with various workers. You will find these kinds of providers

with the aid of some for telecom purposes.

The Benefits of Using Telecommunication in

Businesses

Telecommunication is an important tool for businesses. It enables companies to

communicate effectively with customers and deliver high standards of customer service.

Telecommunication is also a key element in teamwork, allowing employees to

collaborate easily from wherever they are located. Mobile telecommunication gives

companies the opportunity to introduce more flexible working by allowing employees to

work efficiently from home. The introduction of Smartphone gives employees new levels

of productivity and capability on the move.

Customer Service

The telephone remains an important element of a customer service strategy. By using

call management techniques, you can handle incoming calls quickly, even when lines are

busy, and you can route calls to employees with the right skills to deal with the inquiry.

Alternatively, you can offer callers the ability to choose from a range of options, such as


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"Press '1' for Accounts," or Press '2' for Sales." You can also use the telephone to contact

customers proactively, following a service call, for example, or after a purchase.

Collaboration

Collaboration between different departments can help your company improve

performance in projects such as new product development, customer relationship

management and quality initiatives. According to consultancy McKinsey & Company,

collaborative, complex problem solving is the essence of the work of many employees.

Telecommunication helps your project teams maintain momentum and make important

decisions, even when all members cannot attend meetings. Absent members can join a

teleconference or a Web conference if they have a Smartphone or computer with

Internet connectivity.

Remote

If your employees in sales, technical and service teams spend a large portion of their

working days with colleagues, visiting customers, working at home or traveling, mobile

telecommunication can help them maintain essential contact and work productively on

the move. The Yankee Group Enterprise Mobility Survey found that 40 percent of

respondents regarded more than a third of employees as remote or mobile workers.

Smartphones

The increasing sophistication of Smartphone makes mobile telecommunication an

integral part of a wider communication capability. Employees can use the sametelecommunication device to access data, send and receive emails, work on documents

or participate in multimedia conferences. According to the Cisco Visual Networking Index

Study, data-intensive applications are the main component of the growth in

communication

Benefits of internet

Communication:The foremost target of internet has always been the communication. And internet has

excelled beyond the expectations .Still; innovations are going on to make it faster, more

reliable. By the advent of computers Internet, our earth has reduced and has attained

the form of a global village.


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Now we can communicate in a fraction of second with a person who is sitting in the

other part of the world. Today for better communication, we can avail the facilities of e-

mail; we can chat for hours with our loved ones. There are plenty messenger services in

offering. With help of such services, it has become very easy to establish a kind of global

friendship where you can share your thoughts, can explore other cultures of differentethnicity.

Information

Information is probably the biggest advantage internet is offering. The Internet is a

virtual treasure trove of information. Any kind of information on any topic under the sun

is available on the Internet. The search engines like Google, yahoo is at your service on

the Internet. You can almost find any type of data on almost any kind of subject that you

are looking for. There is a huge amount of information available on the internet for just

about every subject known to man, ranging from government law and services, trade

fairs and conferences, market information, new ideas and technical support,

Students and children are among the top users who surf the Internet for research.

Today, it is almost required that students should use the Internet for research for the

purpose of gathering resources. Teachers have started giving assignments that require

research on the Internet. Almost every coming day, researches on medical issues

become much easier to locate. Numerous web sites available on the net are offering

loads of information for people to research diseases and talk to doctors online at sites

such as, Americas Doctor. During 1998 over 20 million people reported going online to

retrieve health information.

Entertainment

Entertainment is another popular raison d'tre why many people prefer to surf the

Internet. In fact, media of internet has become quite successful in trapping multifaceted

entertainment factor. Downloading games, visiting chat rooms or just surfing the Webare some of the uses people have discovered. There are numerous games that may be

downloaded from the Internet for free. The industry of online gaming has tasted

dramatic and phenomenal attention by game lovers. Chat rooms are popular because

users can meet new and interesting people. In fact, the Internet has been successfully

used by people to find life long partners. When people surf the Web, there are numerous


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things that can be found. Music, hobbies, news and more can be found and shared on

the Internet.

Services

Many services are now provided on the internet such as online banking, job seeking,purchasing tickets for your favorite movies, guidance services on array of topics engulfing

the every aspect of life, and hotel reservations. Often these services are not available off-

line and can cost you more.

E-Commerce

Ecommerce is the concept used for any type of commercial maneuvering, or business

deals that involves the transfer of information across the globe via Internet. It has

become a phenomenon associated with any kind of shopping, almost anything.

The contribution of telecommunications to thegrowth performance of Indias economyCommunications is the fastest growing sector within Indias economy. The average

compound rate of growth of the sector works out to 24.02 per cent per annum since the

turn of this millennium (See Table 2). No other sector of the economy has clocked such a

high rate of growth. The sector accounts for about 4 per cent of GDP and therefore with

this rather high rate of growth contributes about 11 per cent of the growth in overall

GDP of the country. Of the Information and Communications Technology (ICT) sector of

the economy, it is again the communications sector that is more important. This is

evident from a dataset on ICT spending developed by World Information Technology and

Services Alliance (2006), of the total spending on ICT by India, about 63 per cent was in

communications.


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Leading Players in Telecom Industry


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Job Scope in Telecom industry in current area in

India

From cable television to telephone service to

the Internet, we depend daily on the stability

and reliability of our telecommunications

network, and those who make careers in the

industry can look forward to strong, steady

growth. The various career options available inthis field for telecom professionals are :

Engineers

Engineers of various types are in great demand

in this industry. Although the specifics of


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different assignments vary (for example, field engineers will install equipment at a

customer site, and network engineers will plan network needs).

Test Engineers

The test engineer telecom professional makes sure the product works. This career optioholds a lot of potential, since, the test cycle is often as long as the development cycle.

Software or Applications Engineers

You can also search telecom jobs as software or application engineer. These engineers

concentrate on writing code. Most companies require code to be written on Unix-based

machines.

Product Managers

Product managers telecom professional in India determine what service or product thetarget audience requires and then help develop it, be it wireless service, DSL, caller ID, o

voice mail. This position generally requires an MBA or similar experience with another

company, preferably in networking or data communications.

Customer Support Staff

Customer support answers customer phone calls or e-mails, helping to solve problems.This includes everything from identifying problems to fixing bugs. This is often a good

place to start a career in telecom, particularly if one lacks an engineering background.

Public Relations and Government Relations

The role the government has played in regulating telecommunications has resulted in a

number of jobs within the major companies to work with the government and press to

enhance relations. These include lobbying government officials, helping draft legislation

and working with the press.

Related Careers

There are many professions that are closely connected with the Telecommunication

Industry. These include career options as, Communication Equipment Mechanics,

Installers, and Repairers, Electronic Home Entertainment Equipment Installers and

Repairers, Frame Wirers, Power Reactor Operators, Power Distributors and Dispatchers


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Radio Mechanics, Signal and Track Switch

Growing Opportunities in Telecom sector in

India


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The telecom sector has been one of th

fastest growing sectors in the India

economy in the past 4 years. This ha

been witnessed due to strong competitio

that has brought down tariffs as well asimplification of policy environment tha

has promoted healthy competition amon

various players..

The mobile sector alone has been growin

rapidly and has emerged as the fastes

growing market in the whole world

Currently of a size nearing 70 millio

(GSM and CDMA), this sector is expecteto reach a size of nearly 200 millio

subscribers by financial year 2008. Th

government has eased the rules regarding inter circle and intra circle mergers. This ha

led to a slew of mergers and acquisitions in the recent past. Also as the sector is movin

closer to maturity, further consolidation is a reality and this will lead to the survival o

more profitable players in this segment In order to further promote the use of Interne

in the country the government is taking proactive steps to develop this sector with th

help of the various players in this segment .For this purpose, the use of broadban

technology is being mooted and this will go a long way in improving the productivity othe Indian economy as well as turn out to be the next big opportunity for telecom

companies after the mobile communications segment Non-voice services and VAS ar

the gold mines. The big takeoff is expected with the rollout of 3G services in early 2007

once the spectrum issues are sorted out.

Internet users base fast reaching near the English speaking population base. Loc

language and content required for further growth Infrastructure equipment cost is dow

to a fraction of what prevailed just a few years ago. Operators can plan better expansio

plan now Increased viability for the operators to expand to semi-urban and rurmarkets, hence, accelerate growth further. Its not without reason that India is tipped t

be the worlds third-larges economy by 2050! No wonder if it happens much earlie

Investors can look to capture the gains of the Indian telecom boom and diversify the

operations outside developed economies that are marked by saturated telecom marke

and lower GDP growth rates. At a time when global telecom majors are struggling t


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cope with their losses and the rollout of 3G networks, which has been a non-starter fo

close to a year now; India, with its telecom success story, represents an attractive an

lucrative destination for investment

Current scenario

It is a matter of proud to us that

the Telecom industry of our

India is the second largest

emerging economies of Asia and

third largest in whole world.Today, telecom sector of India is

the fastest growing market in

the world. Indian telecom

industry has provided a robust thrust to the economic growth of country this

year.

Recent rapid growth in telecom in India

Our telecom industry in facing a fast growth rate in current era as a result of

various positive and proactive actions of government and by the fruitfulcombination of both public and private sector. Liberal policies of the

Government that provide easy market access for telecom equipment and a fair

regulatory framework for offering telecom services to the Indian consumers at

affordable prices has facilitated the rapid growth to Indian Telecom industry.

Main sectors in Telecom ( wire line and wireless)

Indian Telecom industry undergone a considerable change in term of wireless and

landline phones and between public and private participation. Wireless phones

are preferred in both sectors. Participation of the private players in the telecomsector is rapidly increasing rate there by offering the numerous growth

opportunities.

There is a clear cut distinction between the Global Satellite Mobile

Communication (GSM) and Code Division Multiple Access (CDMA) technologies

used.


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Current segment wise status of Telecom sector in India

Status of wireline services: With increasing growth and various facilities of the

wireless services, the wireline services in the country is almost become

motionless. On the other hand, Broadband services demand has picked up and

promises to stabilize growth of wireline. Status of wireless services:

GSM Services

In terms of the Global System for Mobile Communication (GSM) subscriber base

this now places India third after China ,Russia, China had 401.7 million GSM

Subscribers.

CDMA Services

CDMA technology was introduced in India as a limited mobility solution. Theintroduction of CDMA services has created competition, lowered tariffs and

offered many citizens access to communication services for the first time.

Internet Services

Internet services were launched in India on August 15, 1995. In November 1998

the government opened up the sector to private operators. A liberal licensing

regime was put in place to increase internet penetration across the country. The

growth of IP telephony or grey market is also a serious concern.

Government loses revenue, while unlicensed operation by certain operatorsviolates the law and depletes licensed operators market share. New services like

IP-TV and IP-Telephony are becoming popular with the demand likely to increase

in coming years. The scope of services under existing ISP license conditions are

unclear.

Service management


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Mission & vision strategy

Strategy is all about:

Direction and scope of organisation Achieving advantage for the organisation Utilising all the required resources Environmental factors Fulfil stakeholders expectations

Strategies at different levels of a business:

Strategies exist at several levels in any organisation ranging from the overall

business through individuals working in it: Corporate strategy

It is concerned with the overall purpose and scope of the business to

meet stakeholders expectations. corporate strategy is often stated

explicitly in a mission statement.

Business unit strategyIt is concerned more with how a business competes successfully in a

particular market.

Operational strategyIt is concerned with how each part of business is organised to deliver

the corporate and business unit level strategic direction. Therefore it

focuses on issue of resources, process, people, Etc.

SERVICE LEADESHIP:


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Service leadership is the culture that empowers the organization to

strategize its promises, design its processes and engage its people in a proactive

quest for competitive advantage.

FUNCTIONS OF SERVICE LEADERS:

1.)MARKETING FUNCTIONS:-

i. Its conducts sophisticated analysis of relational databases as inputs one-to-one marketing and proactive account management.

ii. It uses concept testing observation, and use of lead customers as input tonew product development.

iii. It raises customer expectations to new levels and improves continuously.2.)OPERATIONS FUNCTIONS:-

i. In-house research and focus on innovation and excellence.ii. It has continuous experimentation.

iii. It focuses on continuous improvement.iv. It closely integrated with front stage delivery, even when geographically

far apart.

3.)HUMAN RESOURCES FUNCTIONS:-

i. It creates an excellent workers culture.ii. HR helps top management to nurture culture.

iii. The employees innovative and empowered and committed to firms valueand goals.

DIMENSIONS OF SERVICE LEADERSHIP:

The six Dimensions of service leadership:


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1.Vision and Values:

Service Leaders have a clearly defined vision for their team's success. They

know what they want to accomplish and each team member's role. They keep up

to date on current events in their fields.

2. Direction :

Service leaders set goal for the team. People work more productively when

they have clearly defined goal to achieve. They are able to delegate to capable

team member and they ensure that tasks and sufficiently explained.

3. Persuasion :

Service leader are able to persuade others to believe in their vision. When

the whole team believes in the leader's vision, they are more likely to commit to

achieving that vision. Leaders convey self -confidence in themselves and in there

abilities .

4. Support :

Leaders ensure that everyone functions well as a team and provides the

team with the tools and resources required to achieve the desired outcome. They

encourage creativity and provide to resolve issues quickly and efficiently.

5. Development :

Service leaders are aware of the needs and goals of the team members and

are able to provide opportunities for team members to accomplish these goals.

They also challenge team members to learn new skills or improve on their skill-

sets .

6. Appreciation :

One of the deepest human needs is the need for appreciation .Services

leaders give respect and recognition where it is due .They show team members

that they care by showing respect and appreciation for their efforts .


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Service Blueprinting or Flowcharting :Blue printing and flow charting

Blue printing is also called as flow charting. It is a technique that helps to

understand the totality of a process, so that fail points, those stages of service

that have a highly statically probability of generating problems, can be identified,

understood, and possibly redesigned.

Flow charting can usefully be applied to any type of service when the

management needs to gain a better understanding of how the service is created

an delivered. It is alternatively called service mapping.

Service blueprinting

It is a technique used for service innovation. Service blue printing has its root in

service quality and customer satisfaction research. it is understood to describe.

Layers of interaction in service blue print

Customer action (line of interaction) On stage /visible contact employee action (line of visibility) Back stage /visible contact employee action (line of internal interaction) Support processes Physical evidence

Uses of service blueprint

Blueprint are used by marketing managers in developing advertising and sales

promotion campaigns. Details of service blueprint are useful to marketing and

communication people. The marketing managers employee them in consumer

research. It can also use them as a starting point for development of consumer

material in order to convey invisible action.


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BenchmarkingBenchmarkingis a measurement of the quality of an organizations policies,

products, programs, strategies, etc. & their comparison with standardmeasurement, or similar measurements of its peers. It is used to measure

performance using a specific indicator.

The objectives of benchmarking are:

1. To determine what & where improvements are called for,2. To analyse how other organizations achieve their high performance level &3. To use this information to improve performance.

Approaches of benchmarking:

The benchmarking of a company may be related to

1. Consumer services2. Distribution channel3. Reduction of total manufacturing cost,4. Improving maintenance operation.5.

Improving / curtailing human resources.

Steps in benchmarking:

1. Identify the items to be benchmarked: The very first step is to identifyyour own self as a company. After doing this identify the companys

operation, function or service which are to be benchmarked .

2. 2. Create a benchmarking team: Benchmarking arises from the result ofteam effort. Formation of a team is the norm, even though individuals can

also do benchmarking process, the results of the team are far moresuperior than results of an individual benchmark. Once the team is formed

rules & responsibilities must be assigned.

3. Trace out the benchmark process: Few companies may follow the world-class practices & these benchmark process leaders may be taken as


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partner. However the basic requirement in such company is also ready to

share their benchmarking information.

4. Identify data collection process: There are numerous ways of datacollecting process, such as postal surveys, direct interviews, collection

through questionnaire, desk-top research through internet & so on.

5. Termination of the benchmarking study: The benchmarking study must befinalized after analysing all the data in an impartial way. Irrelevant,

inaccurate & unreliable data must be thrown out & the team must come

out with the findings. Compare your companys strength & weakness with

those of benchmarking partners become meaningless.

6. Implement the findings: The findings derived after filing the gap asgiven in step5 should be ruthlessly implemented into the task force ofpredetermined operation, function or service.

Internal marketingThe employees are the internal customer who in their job depend on

others in the organisation for providing goods and services to external

customers hence directly or indirectly every employee in the organisation

in one way or the other serves the external customers

Role of internal marketing

The internal market is best motivated for service minded and customer

oriented behaviour by an active marketing like approach.

Role of internal marketing in service organization

1.

Internal marketing focuses on customer satisfaction thereby reducingcustomer turnover and ill-will.

2. It helps in creating awareness about the companys aims and strengths. 3. It effectively promotes your business without adding advertising risk. The

employees are the best ambassadors of the companies and its services

etc.


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4. It helped the service firms to compete aggressively giving theorganization of competitive edge and advantage.

5. It can help to establish an important framework of legitimacy of newdirections and transformations.

6. An internet marketing Hilton is building corporate image.7. It can help to improve the companys performance, since its concentrates

an effective feedback system.

8. It helps the process of knowledge development, intellectual capital willbe one of the main sources of growth in the future.

9. It can help to enhance customer loyalty. The customer builds a bond oftrust and expectations with the employees.

10.

It enhances employee motivation. Only a motivated employee canbring about customer satisfaction.

Components of Internal Marketing Programme:-

There are no special or specific components of internal marketing programme,

almost any function or activity that creates on impact on the service

mindedness and discussed customer conscious employees can become a part of

the internal marketing programme.

Training:-In the service organisation every employee needs to understand

that they are part time marketers. They must be technically trained in

order to know the operation and the processes of the services and also

interactive skills training in order to deal with the other personnel and

customers.

Continuous Interaction with the management:-The management must interact continuously and provide

support, assistance and motivation to the employees. Joint planning and

involvement of employees in decision-making will bring about

commitment from them.

Internal Mass Communication and Information support:-


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All the employers must be informed about the new service

oriented strategies and the new ways of satisfying customers. Letter of

complaint and praise from customers, recognition of excellent

performance of the employees also needs to be communicated through

internal memo, magazines and other literatures. They also need to be

informed about thejob routine, special service features and specific

promises given to the customers.

Human Resource ActivitiesInternal marketing first begins with having the right man for

the right job in the service firms in order to suit its organizational

mission. Job descriptions, recruitment procedures, salary and incentivesplan, career plans etc.

Conclusion

The liberalization and privatization of the telecommunication sector, the policies,

the regulations and plans adopted by the Government of the Sudan have created

a capitalattracting, pro-competitive policy environment that have fostered the

buildup of a modern, fullydigital infrastructure in the country and furnished a

climate suited to enhance ICTs development nationwide.

The remarkable transformation and achievements witnessed in the Sudanese

Telecommunication sector coupled with the growing and diversifying use of the

ICT services including those of the Internet and its applications have been a

success story that made Sudan to be widely held among the most developed in

Africa, if not in the Middle East. But the market is still considered to be virgin and

huge investment opportunities exist and shall explode with the full realization of

peace and stability throughout the country . (Source: National Telecom Corp. NTC,

the ICT regulator).

The telecom sector currently has an annual growth of 30% making it the fastestgrowing in the world.

Documents

Final Ssm Project