RESEARCH METHODOLOGY FOR BUSINESS WORKSHEET

WORKSHEET 1
Research Topic, Problem Definition and Research Question -
NAME : HERMAN TOLHAS JOSAFAT HUTAGALUNG
NIM : 29318375
CLASS : BLEMBA 25

ISSUES
Please answer the questions below. You may use supporting tools explained the class to help
answer these questions.

1. What TOPIC are you interested to investigate?

The topic I interested to investigate is Technical Service Support (TSS) delivery model through
business partner.
TSS is the organization in Nokia Networks who accountable to deliver support for Radio Access
Network (RAN) products. RAN products include Base Terminal Station (BTS) and Microwave
(MW).
In IT industry, it’s already business as usual where the principle sells their products and services
through business partners to the end customers.
In telecommunication industry, the suppliers still directly sell their products and services to the
end customers. For the product sells, the magnitude investment must be spent to act a business
partner in telecommunication infrastructure project is different with the size of investment in IT
industry. However, there’s opportunity in TSS area as the investment smaller compared to the
product sells and the cash flow is more predictable. In product sells, payment depends on the
milestones included when the product go-live. It can be 3 or 6 or sometimes 9 months depends on
multiple factors. In TSS area, the payment from customer typically occurred every month or every
quarter.
TSS has established standard delivery model which consist of standard set of SLAs and KPIs for
product support delivery executions. TSS standard delivery model also define scope must be
offered separately, explicitly, to the customers, as upsell.
However, we face in the recent customer tenders, customer set the SLAs and KPIs requirement
beyond TSS standard delivery model or require commercial model included upsells, deviated from
the TSS standard delivery model. In those cases, the fully compliance to those customer
requirements are the deal breaker.
One of Nokia Networks department, Network Infrastructure (NI) has implemented the business
partner model for their products support model. The model help NI fully comply to any deal
breaker requirement from customer without need to modify their standard support model. The
business partner bridge the gap between customer requirement and NI standard delivery model.
Furthermore, we will explore what ISSUE/problem potential occurred if the business partner
model implemented in TSS, in the next question.
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 RESEARCH METHODOLOGY FOR BUSINESS WORKSHEET

2. What ISSUE/ problem are you interested to investigate?

In order to identify ISSUE/problem potential occurred, I start with situation analysis. I used
Kepner-Tregoe situation analysis:
Problem Timing Trend Impact Process
(H, M, L)
(H, M, L) (H, M, L)
Lost the business H H H DA
Ramp up H H H DA
Internal team
Readiness of H H M PPA
Business Partner
Penalized M M H PPA
because miss
customer non-
standard
requirement

From situation analysis, I select the readiness of business partner problem.

In order to analyze the problem deeper, I used Kepner Tregoe Potential Problem Analysis
Problem Possible Cause Preventive Action Contingency Plan
No available business No plan to ramp up Ramp up several Ramp up internal
Partner business partner Business Partners local team
Customer Business Partner is Establish program to Ramp up internal
dissatisfaction not competence build business local team
partner competence
Customer confusion Unclear RACI between Setup clear RACI and Take over
TSS and Business request Business communication
Partner Partner clearly inform towards customer.
customer in advance.
Business Partner Not Enablement Program Review and Evaluate Ramp up internal
Ready is not working the Business Partner local team
competence progress

3. List of possible RESEARCH QUESTION about your specific issue area

Based on above specific issue area, here’re the list of possible RESEARCH QUESTION:
1. What are the constraints for the business partner to bridge customer non-standard
delivery model requirement?
2. How to review the business partners performance?
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