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MIS IN TELECOM SECTOR

GROUP: 8
RAHUL PANT
RAJENDER GULATI RAJIV PANI R. SUSHANT SINGH RAKESH DUTTA

INTRODUCTION :

SERVICES PROVIDED BY TELECOM SECTOR

TPS (TRANSACTION PROCESSING SYSTEM)
• TRANSACTION PROCESSING IS A STYLE OF COMPUTING THAT DIVIDES WORK INTO INDIVIDUAL, INDIVISIBLE OPERATIONS, CALLED TRANSACTIONS. • TRANSACTION PROCESSING SYSTEM FEATURES
• • Performance Continuous availability


• •

Data integrity
Ease of use Modular growth

POS(POINT OF SALE) TPS
Customer Receipt UPC & Quantity UPC Barcode Scanner Quantity, Date, Time POS TPS Product, Quantity, Date, Time, Price Price Purchasing DB Exception Reports Inventory DB Information Reporting System

UPC

Product DB

BATCH PROCESSING

Transaction Data

Trans. File

Data Processing

Documents/ Reports

New Master File Old Master File

ON-LINE PROCESSING
Transaction Data

Transaction Data

On-line Data Processing

Documents/ Reports

Inquiries/ Reponses Transaction Data

EXAMPLE OF AIRTEL

EXAMPLE OF AIRTEL

EXAMPLE OF AIRTEL

EXAMPLE OF AIRTEL

MIS
MIS IS MADE UP FROM THREE WORDS OR COMPONENTS • • Management: provide or develop strategies and goals and by selecting the best cause of action to achieve a plan. Information: processed form of data, the general constituents of information are processed data, data received, or data used for different purposed in an organization. System: collection of interrelated components used for achieving some predefined goal in an effective manner.

• OBJECTIVE: IMPROVE THE OVERALL PERFORMANCE AND WORKING CAPACITY OF AN ORGANIZATION BY USING THE CONCEPT OF INFORMATION TECHNOLOGY IN AN EFFECTIVE WAY

Data

Information

Communication

Decisions

MIS
Use of MIS in daily routine task

• Verification of customer • Re-verification of customer

• Collecting money (recovery)
• Bill distribution etc.
• Objective

• To manage the data of customer verification in such a way that the required different reports can be formed in a flash

MIS REPORT
• Different cases that are allocated from head office to regional office and further to agency to complete it

MIS head office allocation

MIS REPORTS
• The MIS executive on receiving the allocation, develops TAT (Time Allocation Table) in MIS to give predefine time to each customer verification executive to complete the case Time Allocation Table

MIS
• Final MIS report developed. • Executive or manager can easily check the status of performance of allocated cases from head office

Complete MIS For Telecom Agency

MIS

Executive Sales Dashboard with a KPI Report

MIS

Exception report

CRM REFERENCE MODEL
Benefits to Airtel Customer segmentation

Market analytics like records of customer profiles, payment history etc.
Customized and simplified bill formats, many payment collection centers. First time resolution has increased from 40% to more than 90%.

Understanding of customers likes and dislikes.

DSS
ICA Topological DATA Road & Railway networks

IEA-SEMA Socio-Economic Data

DSS
Model Driven

NETWORK

Coverage Conditions
Population Income Strategic Decisions

DSS

Data Driven

FUNCTIONS OF DSS

• Customer information from customer files.
• Usage of phone connection from switching centers. • Billing data from the billing information system.

• Reports on payments by customers from the billing information system.
• Reports of phone disconnections due to failure of payment. • Reports of phone reconnections after payment, and reports of permanent nullifications of contracts.

STRATEGY
• PORTER'S GENERIC COMPETITIVE STRATEGIES
• Cost Leadership Strategy • Differentiation Strategy • Focus Strategy

STRATEGY
MARKET SHARE OF BASIC SERVICES SEGMENT IN INDIA (2007-08)
Wireless Lines 14%

Revenue of Indian Telecom industry (USD Billion)
45 40 35 30 25

20
15 10 5 0

37.5 20 26

42

2005-06

2006-07

2007-08

2008-09

Fixed Lines 86%

WHERE DOES KNOWLEDGE MANAGEMENT FIT IN FOR THE TELECOM COMPANIES?
• Earlier companies were trying to collect, capture, replicate enterprise, employee and business knowledge capital. • However, now that customer is the prime asset, companies are trying hard to capture the customer data. • Knowledge management can be applied through out enterprise through streamlined processes facing customer services area like billing, fault repair, new campaigns, complaints, self service, cross sell and up sell

KNOWLEDGE MANAGEMENT IN VODAFONE

Need of implementing KM Program within Vodafone
• KM is the bridge b/w traditional R&D functionality and strategic and operational activities within Vodafone. • Extensive data analysis projects to define trends and form future visions. Vodafone capture the concerns of business leaders within the company as a whole. This all leads to the identification of the knowledge that require in order to make the best decisions about how to move the company forward.

BARRIERS IN ATTEMPTS IN KNOWLEDGE SHARING WITHIN ORGANIZATION

1- The progress can’t be measured in any quantative manner. 2-Progress to implementing an infrastructure to support KM and what changes were necessary to ensure success . 3- Insufficient data. 4-As yet they are not using any specific knowledge-management tools.

KMS
Unresolved Problem Analyze Problem

KMS
Update System
Decision Support Instruction Reference Knowledge Acquisition Tacit Knowledge

Access System

Explicit Knowledge

Explicit Knowledge

Problem Resolved?

Develop Solution

SECURITY

THREAT
Compromise of the AuC or SIM used for storing the shared secret for the challenge-response mechanism. Deployment of malicious applications on devices with always-on capabilities like smart phones and Tablets. Intrusions into the operations networks. Compromises of network databases containing customer information Masquerading as authorized users, by gaining access to their credentials by means of malware, hacking tools, social engineering tools or other means

CAN RESULT IN
Identity theft (intruders masquerading as legitimate users)

Use of these compromised devices target the operator’s network (for example, by setting up botnets to carry out DDoS attacks)
Unauthorized changes to the users’ service profiles, billing and routing systems, resulting in toll fraud and unreliable Service Unauthorized access to personal and confidential data Gain unauthorized access or greater privileges to the network systems, which can then be used to launch other attacks Inference of activities that can be used against the company Unauthorized access to confidential information

Traffic analysis – observing the calling and called numbers, and the frequency and length of the calls.
Social engineering attacks on operator employees.

SECURITY
Continuous monitoring & Reporting of Risk

Identification of Risk

Analysis & Evaluation of Risk
Telecom Risk Management Process

Remediate Control Gaps & Find Residual Risk

Assess the Threats of classified Information Assets

SECURITY MANAGEMENT
• ADOPTING A SECURITY FRAME WORK • IMPLEMENTING SECURITY INFRASTRUCTURE • CONDUCTING SECURITY TESTING • Telecom Equipment Testing • IT and Telecom Network Vulnerability Assessment • Fuzz Testing • Penetration Testing

THANK YOU