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Chapter 15

Chapter 15. Telecommunication Department Management. Agenda. Needs Organization Functions Responsibility Other issues. Needs for Proactive Management. Competitive Advantages Strategic Asset More opportunities an choices Integration of data, voice, and video

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Chapter 15

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  1. Chapter 15 Telecommunication Department Management

  2. Agenda • Needs • Organization • Functions • Responsibility • Other issues

  3. Needs for Proactive Management • Competitive Advantages • Strategic Asset • More opportunities an choices • Integration of data, voice, and video • On-line and real-time telecommunication systems • Budget and cost

  4. Organization • Separation of voice, and data • Integration of voice, data, and office automation in an Information Department • Efficiency • Productivity • Cost • Chief information officer (CIO) • Long-term strategy and planning

  5. Functions • Design and implementation of new facilities and services • Network operations and technical support • Administrative support • Moves, adds and changes • Preparing directory (hardcopy or on-line) • Register users (e-mail, authorization) • Training users • Maintaining procedures • Telephone operators • Backup of operational personnel

  6. Responsibility • Staffing • Organizing • Planning • Directing • Controlling

  7. Staffing • Sources • Military • Telephone company • Outside consultants • Professional school • Internal • Types • Manager • Designers and Implementers • Network operators • Technical support personnel • Administrative support personnel

  8. Consultants • Check references • Integrity • Ability (expertise & experience) • Well written contract • Cost • Work • Time

  9. Organizing • Size, need, and maturity of telecommunication of the business • Overlapping issue with other departments • In-house employee or outsourcing (consultants or vendors)

  10. Planning • Long-term • Medium-term • Short-term

  11. Long-Term Planning • 3-5 years • Relate to business objective • Update every 1 or 2 years • Written reports

  12. Medium-Term Planning • 6-18 months • Identify projects • Scope • Reasons • Cost/benefit • Schedule • Equipment • Human resources • Gantt chart, and written reports

  13. Short-term Planning • Identify • Task • Responsibility • Target date • Review • Progress • Problems • Improvement

  14. Directing • Supervising philosophy • On-time and accurate • Proactive • Results and service oriented • Review meeting and reports

  15. Controlling • Types of control • Financial • Cost • quality • Audit

  16. Financial Control • Charge back • Profit center • Cost center • Budgeting • Expense budgeting • Capital budgeting

  17. Cost Control • Verify invoice • Actual expense against budget • Prevent abuse usage • Cost effectiveness • Services provided by carriers • Renting, leasing, or purchasing • Insourcing or outsourcing

  18. Quality Control • Availability • Response time • Monitoring performance

  19. Audit • Internal and external • Weakness in • Administrative policy and procedure • Personnel skills • Network operations • Asset protection • Access control • Improvement

  20. Logical Control • Identification • Password • Terminal usage log • Security log • Call back and handshake • Encryption

  21. Points to Remember • Needs • Organization • Functions • Responsibility • Other issues

  22. Discussion • List the telecommunication department management differences between a traditional business and e-business in terms of its functions and responsibilities.

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