Problem Statement: Chris Berkowitz, Internet Strategy Team Lead is contemplating with BCPC’s

functional heads whether BCPC should leverage on growing demand for High speed Internet and
proceed with Full scale launch as HIP Service provider or should start as wholesaler for HIP Service
providers

Factors Supporting Full Scale Launch:

1. First Mover Advantage: HIP Offers a lucrative market opportunity. By moving first BCPC can
seize that opportunity and grab significant market share
2. Existing Customer Base: BCPC as of provides telecom services to 30 million access lines.
Converting those customers to HIP would itself be a huge market opportunity

Factors Opposing Full Scale Launch:

1. End – to- End Integration: BCPC has to integrate its business processes with many vendors
which increases complexity.
2. Lack of Technical Expertise: Customer Service required for HIP is more complex and technical
than Customer service offered by BCPC
3. Customer Service: Customers of BCPC expect “Very Good “and “Outstanding” levels of
customer service.

Senior Project Director of Information Systems – Jan Trow (19F327 - Krishna Chaitanya Tenneti)

Jan Trow is apprehensive about BCPC’s full scale launch as HIP Service provider. Jan Trow believes
BCPC should start as wholesaler for HIP Service providers.

Key Concerns:

1. No technical Know- how or experience in rolling out new technology services at large scale
2. Customer Support will be a major challenge because customers vary in technical skills and
being a first mover should also educate customers
3. Additional Burden of BCPC’s help line and customer support
4. Predictable Nature of existing Customer Support in Telecom Services
5. Impact on Profitability due to Cost of Technical Support required