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.