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Chapter 15

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  1. Chapter 15 Telecommunication Department Management

  2. Agenda • Needs • Organization • Functions • Responsibility • Other issues

  3. 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

  4. 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

  5. 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 (e-mail, authorization) • Training users • Maintaining procedures • Telephone operators • Backup of operational personnel

  6. Responsibility • Staffing • Organizing • Planning • Directing • Controlling

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

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

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

  10. Planning • Long-term • Medium-term • Short-term

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

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

  13. Short-term Planning • Identify • Task • Responsibility • Target date • Review • Progress • Problems • Improvement

  14. Directing • Supervising philosophy • On-time and accurate • Proactive • Results and service oriented • Review meeting and reports

  15. Controlling • Types of control • Financial • Cost • quality • Audit

  16. Financial Control • Charge back • Profit center • Cost center • Budgeting • Expense budgeting • Capital budgeting

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

  18. Quality Control • Availability • Response time • Monitoring performance

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

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

  21. Points to Remember • Needs • Organization • Functions • Responsibility • Other issues

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

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