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dc.contributor.authorJeeva, Ananda
dc.contributor.editorE. Esposito
dc.contributor.editorP. Evangelista
dc.contributor.editorG. Pastore
dc.contributor.editorM. Raffa
dc.identifier.citationJeeva, Ananda. 2012. Procurement of customer service delivery in telcos: A case study, in Esposito, E. and Evangelista, P. and Pastore, G. and Raffa, M. (ed), Purchasing & supply management in a changing world: IPSERA 2012 conference proceedings, Apr 1-4 2012. pp. WP30-1-WP30-7. Naples, Italy: International Purchasing & Supply Education & Research Association.

This empirical paper is based on a Telecommunications company’s service delivery business process for its business customers. The researcher was a service depot manager in a prominent telecommunications company. There were numerous errors in the work orders that led to delays in telecommunication service restoration to the business community. These errors created customer dissatisfaction, loss of business to this Telco’s customers and ultimately numerous complaints to the Telecommunications Ombudsman. Data was collected by quantitative and qualitative methods from various entities along the work flow of the work order. It was found that the silo mentality was prevalent among these entities. A workshop forum of representatives from these entities was organised to discuss issues and resolve constrictions for a smoother flow of the work orders. This paper approaches this case study from a supply chain management perspective consisting of various entities with differing business objectives. The final outcome after a nine month process improvement project indicated that faulty telecommunication service could be restored within the same day. It develops a conceptual model for a service delivery framework in a complex geographical environment.

dc.publisherEdizioni Scientifiche Italiane
dc.subjectbusiness process
dc.subjectdata mining
dc.subjectcustomer service
dc.titleProcurement of customer service delivery in telcos: A case study
dc.typeConference Paper
dcterms.source.titlePurchasing & Supply Management in a Changing World IPSERA 2012 Conference Proceedings
dcterms.source.seriesPurchasing & Supply Management in a Changing World IPSERA 2012 Conference Proceedings
dcterms.source.conference21st Annual IPSERA Conference
dcterms.source.conference-start-dateApr 1 2012
dcterms.source.conferencelocationNaples, Italy
curtin.departmentSchool of Information Systems
curtin.accessStatusFulltext not available

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