Making business systems in the telecommunication industry more customer-oriented

  • Market changes have forced telecommunication companies to transform their business. Increased competition, short innovation cycles, changed usage patterns, increased customer expectations and cost reduction are the main drivers. Our objective is to analyze to what extend transformation projects have improved the orientation towards the end-customers. Therefore, we selected 38 real-life case studies that are dealing with customer orientation. Our analysis is based on a telecommunication-specific framework that aligns strategy, business processes and information systems. The result of our analysis shows the following: transformation projects that aim to improve the customer orientation are combined with clear goals on costs and revenue of the enterprise. These projects are usually directly linked to the customer touch points, but also to the development and provisioning of products. Furthermore, the analysis shows that customer orientation is not the sole trigger for transformation. There is no one-fits-all solution; rather, improved customer orientation needs aligned changes of business processes as well as information systems related to different parts of the company.

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Author:Christian Czarnecki, Axel Winkelmann, Myra Spiliopoulou
Parent Title (English):Information Systems Development : Business Systems and Services: Modeling and Development
Place of publication:New York
Editor:Jaroslav Pokorny, Vaclav Repa, Karel Richta, Wita Wojtkowski, Henry Linger, Chris Barry, Michael Lang
Document Type:Conference Proceeding
Year of Completion:2011
Date of the Publication (Server):2022/11/11
Tag:Business Process; Customer Orientation; Enterprise Architecture; Telecommunication Industry; Transformation Project
First Page:169
Last Page:180
19th International Conference on Information Systems Development held in Prague, Czech Republic, August 25 - 27, 2010.
Institutes:FH Aachen / Fachbereich Elektrotechnik und Informationstechnik