Effective telecom management processes interlink with business functions across an organization and enable telecom professionals to meet all objectives efficiently without compromise. The challenge with creating process interlinks is recognizing where they are required and working with peers to ensure all needs are met. The dependencies between telecom processes and other business functions hinge on communications and transfer of information between the different functions to ensure that individual and organizational operational objectives are met in an effective and efficient manner.
To illustrate the importance of telecom processes on other business functions, consider a service provider selection and contract negotiations scenario for inbound and outbound voice services and the impact of the selection on an inside sales group. The telecom department enters the process with two primary objectives: reduce the monthly recurring cost of voice services, and retain all features and capabilities available with the current provider. During the process, telecom staff determines that the incumbent provider can offer better rates by moving to a new billing platform.
A necessary service feature is call accounting codes for outbound calls, which allows calls to be charged to individual users. The proposed billing platform requires users to enter a 7-digit accounting code before placing a call, while the current platform only requires 5-digits. In this scenario, the negative impact of a decision made without conferring with the sales manager affects the sales process by increasing the number of digits each sales rep has to dial in a day. This may appear insignificant, but sales efficiency can be influenced by the change and overall productivity could suffer. Even small changes can have big impacts.
By working to understand how technical, operational and functional telecom processes interlink with processes throughout the organization, conflicts can be mitigated and a high degree of efficiency maintained.
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