role of mis in telecom

7/31/2019 Role of MIS in Telecom

1/10

Management Development

Institute,

Gurgaon

Management Informartion

Systems in Telecom

Mentor: Prof. Anjali Kaushik

Team:

Mohit Shekhawat(28)

S. Rajan (44)

Sanjeev Kumar Singh(47)

Sunil Khanna (49)

Vipin Bansal (59)

Vineet Kharbanda(61)

Vivek Kamra(66)


2/10

These days each victorious organization has defined

business processes and set of rules to ensure that the

business related decisions adhere to the standards set by the

organization. Management Information System (MIS) plays a

significant role in successful definition, design, developmentand implementation of the companys core business

processes/systems; as they are supported by state of the art

robust Computer Systems/Techniques to ensure NO Data

Loss, Minimum Down Time and Maximum Mean Time

Between Failures, which are key components for the

continuity of the business over all. Moreover, MIS provides

the support for strong Disaster Recovery methodologies so

that the business remains operative in case of different typesof disaster situations.

In the telecom industry of the present ERA, MIS has a

significant role to play. Starting from Data Cleansing

Acquisition, going through the phases of Data Loading an d

Processing, implementation of business and production

processes & Trend analysis; MIS finally enables the

respective decisions makers with the following:

o State of the art integrated information systems for

critical decision making

o Robust Telecom system to run the complete

business step

o A Central/Distributed System for analytical

reporting regarding different segments of the

business

Collectively, MIS enables storage and processing of the

complete business information; with overall purpose to make

that information available on demand in the required format.


3/10

To ensure smooth and efficient services of the business,

every telecom setup is well-equipped with the MIS and it

would not be wrong stating strong and efficient the MIS,

more reliable and worthy telecom services. Without making

use of the vast facilities/features of the MIS (ApplicationSoftware, Database Management Systems, Web site

publishing, Call Centre and CRM setups etc.) a telecom setup

is just an old-style, non-reliable, disintegrated and poor

performing setup; with no possibility of the comparative

features like Minimum Data Loss, No Down Time and

Maximum Mean Time Between Failures.

In these days, having strong MIS incorporated in the core

business, Telecom Setup is recognized as fastest growing

establishment in the country. As an example, if we just talk

about the Billing System of any Telecom establishment (Pre-

Paid, Post Paid and Traditional Landline systems), it is a

surprising fact that all their billing is supported by an

efficient, complete MIS; which is scalable up to no limits and

can support top management with any kind of business

decisions.

If a telecom setup suffers a severe damage to the operative

MIS; and it becomes non-operational and different related

segments face an MIS down time; which may result in

following critical problems:

o Poor image of the organization in front of their

hundreds of thousands of the customers.

o Severe damage to the integrity of the business

data


4/10

o Severe financial losses (just consider the billing

system is down and customers are making calls all

around the places)

o

No support to any type of business users like CRM& Call centre setups.

MIS in Telecom:

- Convergent Charging

Convergent charging and billing (also known as convergent

charging, converged charging and convergent billing), is asolution in the telecommunications industry that enables

common management of all users and all services for

operators. It includes convergence of payment methods like

prepaid and postpaid as well as access methods and services

like fixed telephony, mobile telephony, broadband and TV.

- Network Life Cycle Management

It involves Demand and Supply Planning, Investment

Management, Network Design and Build and Operations &

Maintenance of Networks.

- Sales and Service Fulfillment

Sales and Service Fulfillment includes Lead and OpportunityManagement, Sales and Order Management, Contract and

Order Management, Customer Field Service Management

and Logistics Management,


5/10

- Dealer Management

Dealer Management includes Dealer Lifecycle Management,

Dealer Operations Management, Incentive and Commissions

Management and Forecast & Replenishments.

- Billing, Invoicing and Presentment

Billing, Invoicing and Presentment.

The Billing processes, such as mediation and event

collection, as well as the rating and discounting of collected

events and pre-bill aggregation. The solutions also enablethe creation of convergent invoices, along with invoice

presentment.

- Customer Financial Management

Customer Financial Management includes Receivables and

Collection Management, Financial Customer Care and

Dispute Management, Reconciliation and Closing, andAuditing.

- Enterprise Management and Support

Enterprise Management and Support includes Analytics,

Financial, Human Capital Management, Corporate Services

and Operations Support.

Information Systems in Telecom:

Pricing and Cost Modeling


6/10

Online Charging Engine

Balance Management

Billing and Invoicing Management

Sales and Order Management

Network Design and Operations

Customer Management

Customer Loyalty Management

A Success Story :

Customer Relationship Management

Pre CRM Implementation

Individual modules for each of the processes

Order processing

Project management

Billing

Customer details

Call center operations

Direct Marketing

Sales Management

Channel Management


7/10

The 3 Step Process:

Customer Segmentation:

Achievers

Executives and professionals who want quick and efficient

services.

Funsters

Young people who want fun and entertainment, mobile is a

gadget for them.

Productivity-Enhancer

Like traders, plumbers, electricians for whom mobile is

aproductive tool.

Social Callers

Consisting of young girls/ wives who make calls to stay in

touch with their loved one/ friends and at times to flaunt it asa status symbol

CRM Implementation Areas:


8/10

Operational CRM

Workflow

Day-to-day activities

Analytical CRM

Customer information

Business development

Post Implementation Modules:

Marketing

Planning

Campaign Management

Lead Management

Sales

Activity Management

Knowledge Management (FAQs, How to guides)

Call Center Support

Opportunity Management

CRM Implementation Benefits:

Customer segmentation


9/10

Cross selling and up selling of relevant schemes

Market analytics like records of customer profiles,

profile, payment history etc

Generation of accurate leads and SMS bursts that target

only the right customers based on their segmentation is

possible

First time resolution has increased from 40 % to more

than 90 %.

Customized and simplified bill formats, payment

collection centers, network deployments, and the

activation process was enabled

Better value added services were provided

It facilitated knowledge sharing amongst employees.

Started e-billing

Online customer support on new system

The customer gets the same level of service across

India especially from call centers.

Reduced cost of customer or customer acquisition cost

System is highly scalable as the number of subscribers

increase.

Automatic escalation of problem to superior authority

on breaching pre-set time limit.

E-CRM Initiatives:


10/10

After implementation of the Oracle CRM, Airtel now

implementing e-CRM.

e-CRM implementation partner is IBM

Would provide a host of services now running on Oracle

CRM

Online customer support

Customer profiling

Web interface

Sales management for vendors and partners

End of Report

role of mis in telecom

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