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Telecommunications Department Management

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Designers and Implementers. Skills. Good understanding of communication ... Understand network hardware and software. Credentials. Usually 4 or 2-year degree ... – PowerPoint PPT presentation

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Title: Telecommunications Department Management


1
Chapter 15
  • Telecommunications Department Management

2
Need for Proactive Telecom Management
  • 1. Telecom is a strategic asset
  • Visible to company management
  • 2. Telecom industry competition creates choices
  • Choose technology your company needs
  • 3. Voice and data communication systems are
    merging
  • Added complexity requires planning and control
  • 4. Networks are evolving
  • Require new outlook on management
  • 5. More money is spent on telecom now
  • Significant part of corporate budgets

3
Where the Telecom Department Fits in a Company
  • Originally only voice communications
  • Reliable - did not require too much maintenance
  • Phone company provided expertise to find business
    solutions
  • No special department for voice communication
    responsibility
  • Data communications had fast growth
  • Business solutions more diverse and complex than
    for voice

4
Old-Style Organization
5
Where the Telecom Department Fits in a Company
  • Companies starting to combine voice and data
    system responsibility in one department
  • Main reasons for combining
  • Efficiency
  • Productivity
  • Cost
  • Main obstacle is political
  • Voice and data in separate departments have
    separate budgets, people, etc.
  • Department managers gain/lose power

6
Organization After Merging Voice and Data
Communications
7
Where the Telecom Department Fits in a Company
  • Where should the telecommunications department
    go?
  • Under Administration?
  • Under Information Systems?
  • Under some other department?
  • In a department by itself?

8
Where the Telecom Department Fits in a Company
  • Reasons to merge voice group with data group
    under Information Systems department
  • IS department has a history of handling technical
    problems
  • Easier for data communications people to learn
    voice communications than the other way
  • Facilities needed for a PBX already exist in the
    computer room
  • More efficient for companies to concentrate their
    technical people responsible for communications
    in one department
  • In large organizations Information Systems (or
    similar) department is formed
  • Head of IS sometimes called Chief Information
    Officer (CIO)
  • Sometimes CIO is a Vice President
  • Examples Insurance, Banking, Airline industries

9
Separate Information Systems Dept.
10
Organization When Telecom is of Strategic
Importance
11
Telecom Department Functions
  • Design and implement new facilities and services
  • Network operations and technical support
  • Administrative support
  • Clerical support to telecom department
  • Arrange for modifications
  • User registration
  • User training

12
Telecom Management Responsibilities
  • Management functions
  • Staffing
  • Organization
  • Planning
  • Directing
  • Controlling
  • The need for good management skills has only
    recently been recognized in many companies

13
Staffing
  • Difficult function for managers
  • Only recently have colleges introduced programs
    educating people for telecom careers
  • Easier to obtain the right mix of skills in a
    larger telecom department
  • Smaller department can augment skills with
    consultants

14
Telecom Manager
  • Skills
  • Visualizes how telecom can solve business
    problems
  • Communicates well
  • Grasps technical subjects
  • Credentials
  • Good planner and decision maker
  • College degree in management, telecom, or
    engineering

15
Designers and Implementers
  • Skills
  • Good understanding of communication systems
  • Creative
  • Understand project management
  • Good communications skills
  • Credentials
  • Usually have 4-year degree

16
Network Operations Staff
  • Skills
  • Service oriented
  • Often interfaces with others
  • Good communication skills
  • Understand network hardware and software
  • Credentials
  • Usually 4 or 2-year degree
  • Sometimes high school diploma

17
Technical Support Staff
  • Skills
  • Understand hardware and software
  • Analytical problem solvers
  • Credentials
  • Usually a 4-year degree

18
Planning
  • Essential to plan activities to best utilize
    budget and personnel

19
Long Range Plan
  • Put together by telecom manager
  • Covers 3 to 5 year

20
Medium Range Plan
  • More detailed than long range plan
  • Show starting and ending times for all projects
  • Gantt chart

21
Gantt Chart Used for Medium-Range Plan
22
Project Plan
  • Detailed plan of a project
  • Manhours, cost, people resources

23
More Detailed Project Plan Schedule
24
Controlling
  • Financial controls
  • Budget, costs, income
  • Quality controls
  • Should have standards of performance
  • Need ways to assess how close you come to the
    standards
  • Audits
  • Need to periodically check how well you are doing
    and review control procedures
  • Sometimes done by internal or external auditors
  • Many times auditors have little or no telecom
    experience
  • Management of audited department usually needs to
    respond to the audit

25
Telecom Audit Checklist
26
Other Management Issues
  • Selling the telecom department capabilities
  • Some companies see the telecom department as
    overhead
  • Focus on cost control, saving money
  • Other companies see the value of the telecom
    department as a profit center
  • Examples banks, airlines
  • Transnational data flow
  • Must be aware of laws and regulations affecting
    data moving across international borders

27
Telecom Management Trends
  • From Teleconnect Magazine in 1996
  • 1. Large companies still separate voice and data
  • 2. Telecom department staffing levels will tend
    to be constant
  • Productivity needs to increase
  • 3. Telephone call charges must be tracked
  • Control costs
  • 4. Outsourcing of service and maintenance
  • 5. Managers dissatisfied with service from
    vendors
  • 6. Video conferencing increasing
  • Schools and hospitals lead the way

28
Telecom Management Trends 2003
  • Teleconferencing with email and attachments.
  • More merging of voice and data.
  • Decrease in staffing levels with increase in
    productivity.
  • Outsourcing is being replaced by increases in
    productivity.
  • Increase in research investment.
  • Flat fee pricing more prevalent.
  • Managers working more closely with vendors as
    partners.
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