Chapter 15 Telecommunication Department Management

Agenda Needs Organization Functions Responsibility Other issues

Needs for Proactive Management Competitive Advantages Strategic Asset More opportunities an choices Integration of data, voice, and video On-line and real-time telecommunication systems Budget and cost

Organization Separation of voice, and data Integration of voice, data, and office automation in an Information Department –Efficiency –Productivity –Cost Chief information officer (CIO) –Long-term strategy and planning

Functions Design and implementation of new facilities and services Network operations and technical support Administrative support –Moves, adds and changes –Preparing directory (hardcopy or on-line) –Register users ( , authorization) –Training users –Maintaining procedures –Telephone operators Backup of operational personnel

Responsibility Staffing Organizing Planning Directing Controlling

Staffing Sources –Military –Telephone company –Outside consultants –Professional school –Internal Types –Manager –Designers and Implementers –Network operators –Technical support personnel –Administrative support personnel

Consultants Check references –Integrity –Ability (expertise & experience) Well written contract –Cost –Work –Time

Organizing Size, need, and maturity of telecommunication of the business Overlapping issue with other departments In-house employee or outsourcing (consultants or vendors)

Planning Long-term Medium-term Short-term

Long-Term Planning 3-5 years Relate to business objective Update every 1 or 2 years Written reports

Medium-Term Planning 6-18 months Identify projects –Scope –Reasons –Cost/benefit –Schedule –Equipment –Human resources Gantt chart, and written reports

Short-term Planning Identify –Task –Responsibility –Target date Review –Progress –Problems –Improvement

Directing Supervising philosophy –On-time and accurate –Proactive –Results and service oriented Review meeting and reports

Controlling Types of control –Financial –Cost –quality –Audit

Financial Control Charge back –Profit center –Cost center Budgeting –Expense budgeting –Capital budgeting

Cost Control Verify invoice Actual expense against budget Prevent abuse usage Cost effectiveness –Services provided by carriers –Renting, leasing, or purchasing –Insourcing or outsourcing

Quality Control Availability Response time Monitoring performance

Audit Internal and external Weakness in –Administrative policy and procedure –Personnel skills –Network operations –Asset protection –Access control Improvement

Logical Control Identification Password Terminal usage log Security log Call back and handshake Encryption

Points to Remember Needs Organization Functions Responsibility Other issues

Discussion List the telecommunication department management differences between a traditional business and e-business in terms of its functions and responsibilities.