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Operations Management

Operations Management

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Published by: eagleseyejean on Sep 03, 2009
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05/19/2013

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Selling fixed telephony services
MBA 670 - OPERATIONS & QUALITY MANAGEMENT
Professor: Dr KaramanosIoannis Treppides
 
 Telepassport Telecommunications
Lecture 1
 The operation which will form the basis for my assignment is theprovision of fixed telecommunication services at Telepassporttelecommunications Cyprus. Telecommunication is an essential need in our days. A very bigpercentage of houses and all companies have at least one fixedtelephone line in different variations: Analog or digital. Telepassportcan provide this service to the public of Cyprus.Selling fixed telecommunication services is the main task out of allsale activities. The way the operation works is the following: Eitherwe contact the customer by telemarketing or the customer contactsus on the phone number or via e-mail or through posted in ouradvertising media. The cuistomer visits our shop or the shop of anauthorized partner or we visit the customer at his/hers premises. The customer signs the relevant forms and in a few days we connectthe phone line. This operation is characterized as the most important for variousreasons. First is the need for communication. Even though mobiletelephony entered for good in our lives, the fixed telephone is still inuse mostly because of its cheaper rates. Second is because it is theservice that generates the most profit and last is because a lot of our other services are provided through the telephone line, egbroadband services.
Input – Transformation – Output model
Operations and Quality managementPage 2
 
 Telepassport Telecommunications
Input
 The transformed input recources are the customers, Information onthe forms and telephone lines. The transforming recources are – Sales Manages, sales people,customer care people and all equipment needed to process theinformation like computers and other hardware.
Transformation
 The transformation process is mailny the input of the customerinformation in the system and the activation of the phone line.
Output
 The output is the provision of the telephone service that thecustomer enjoyes.
The 4VsVolume
 The volume of such an operation is commonly high. But in this caseit is low varying from 60 to 70 new connections each month. Thiscould be considered as not so good for a telecommunicationscompany but since Telepassport is a small company even if thevolume is below the expected it is still the expected one.
Variety
 The variety of a telephone service is low because it is a relevantlystandardized service always offered the same way. There are only
Operations and Quality managementPage 3

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