IT3225 Business Goals IT Professional

Business Goals
& Business
Processes
Unit 1 Assignment

Nachtrab, Robert C

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In 2016 Charter Communications acquired Time Warner Cable, Bright House Networks,

and NaviSite, expanding the company’s footprint globally. Charter's subsidiary, NaviSite, is a

leading international provider of enterprise-class cloud-enabled hosting, managed applications

and services using data centers throughout the US and UK. Managed applications and services

can reduce the hardware and maintenance needed for a client’s network. By transporting

services over a wide area network, a service provider like Charter’s NaviSite, can host and

maintain the necessary technology; which in turn allows clients to focus company resources

towards operational needs. In the US, the organization provides service to 29 million customers

that demand efficiency in service and account information to be readily available.

Charter’s mission statement is to “integrate the highest quality of service with superior

entertainment and communications products” (Spectrum 2020). This statement can reflect the

technique Charter used to incorporate the acquired companies existing information systems

into one stable and efficient operation. As a result of Charter’s success, in 2018 the organization

was able to lunch a cellular service to their portfolio called Spectrum Mobile to compete with

other telecommunication companies like AT&T- DirecTV and Verizon-Xfinity.

Today, Charter’s main objective for is to extend their fiber network to every business and

residential door around their existing 750,000 mile footprint. To achieve this objective all

departments must have the same direction from leadership and each information system

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process should align with their corresponding goal and software counterpart. For example,

when construction has completed a job for new serviceability, the software used should alert

the billing system of the new serviceable address and active the first billing cycle.

When a client requests service like an EP-LAN for their business, the process followed is

called the Network Development Life Cycle (NDLC) which includes six stages. In the six stages for

the NDLC, both parties (the client and Spectrum) must remain engaged from the initial analysis

to the ongoing operational management stage. To support engagement, clients receive login

credentials to the Charter’s web portal to tack requests and manage their billing account.

Internally, Charter uses a Geographical Information System (GIS) interface to plan and

design the network routes, and Prism, to track and record network development information.

Prism software allows employees to store engineering documents, construction dates, and

project expenses. As the client’s request moves through the development life cycle, certain

information in Prism like dates and completed tasks can be viewed by the customer through

their online portal. This encourages project transparency and keeps both parties informed and

engaged.

It is impressive to see how quickly Charter was able to acquire three existing

telecommunication companies in 2016, release a new cellular service in 2018, and set the goal

to overbuild their entire footprint for 2020. The biggest obstacle the organization faced during

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these periods was to establish clear communication and direction throughout every

department. In the beginning, each department channel functioned as their own entity within

their own silo. If the enterprise channel had a request for the residential department, the

request usually went unanswered and “died on the vine”.

To overcome cross department communication obstacles, leadership became more

active on Skype and WebEx services. Employees were able to join meetings and speak to peers

without having to be within the same building, eliminating the “out of sight, out of mind”

mentality. As the company moves forward, integrating information systems and adjusting

operations becomes easier through the use of communication software.

I believe that the best way to integrate technology into a business is to provide clear

communication and direction across the whole company. If all employees understand how one

system impacts another, they are more likely to understand obstacles and seek a solution.

Companies that experiences resistance when introducing new software to their organization

should reflect on their approach. Employees who are confused by the software or don’t

understand its purpose are less likely to buy into the new approach. Charter Communication is

a good example of efficiency when integrating new technology to their operations.

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References:

- Bente, S., Bombosch, U., & Langade, S. (2012). Collaborative enterprise architecture :

Enriching ea with lean, agile, and enterprise 2. 0 practices. Retrieved from

https://ebookcentral-proquest-com.library.capella.edu

- The Best Network Tools to manage your network: All details. (2019, April 09). Retrieved

from https://pandorafms.com/blog/network-tools/#management

- Communications, C. (2019). Spectrum Enterprise. [online] Enterprise.spectrum.com.

Available at: https://enterprise.spectrum.com/ [Accessed 20 May 2019].

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