Crm for Telecom Operators

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PTCL CS&PD
Business Process Re-Engineering
Version 3.0

SOP Information
SOP
SOP Title| Corporate Services and Product Development Business Process Re-Engineering| SOP #| PTCL/CS&PD/BPR/SOP/01|
SOP Lead Time| |
SOP Status| Approved Under Revision|
Originated
Prepared by:| PTCL Corporate Services and Product Development Team| Originating Department:| PTCL CS&PD|
Originator Head:| EVP CS&PD, Headquarters, Islamabad|
Approvals
Approvals Required| Names| Signatures|
1. Originator Head| EVP CS&PD, PTCL Headquarters| |
2. Implementation Head-1| | |
3. Implementation Head-2| | |
2. Implementation Head-3| | |
3. Revision No.| Rev-01| |
4. Revision Date:Rev-01| March 3, 2011| |
5. Revision Date:Rev-02| | |
Distribution
Distributed To| Enter Departments or Designations 1. EVP CS&PD 2. Information Systems and Information Technology 3. |

* Table of Contents
*
1.SOP Information2
1.1SOP2
1.2Originated2
1.3Approvals2
1.4Distribution2
Table of Contents3
2.Introduction6
2.1Purpose6
2.2Scope6
2.3Glossary6
3.Process Automation of PTCL Corporate Account Management8
3.1Corporate Process Flow8
3.2User Profile Creation9
3.3Key Account Management10
3.3.1KAM KPIs10
3.3.2General Manager Corporate Sales Profile12
3.4Retrieving Exisiting Account15
3.5New Account Creation16
3.6Product & Services/ Customized Solution19
3.7Customized Solution22
3.8Customized Solution (Tender)23
3.9Customized Solution (Ad-Hoc Sales)25
3.10Customized Solution (ICT Facilities)26
3.11Customized Solution (Agreements)28
3.12Solution Development30
3.12.1RFP Detialed Study (HQ)/ Requirment Analysis31
3.12.2Viabality of Solution / Last Mile Feasibility31
3.12.3Solution Design – Technical Proposal (BoQ with Presentation)32
3.12.4Technical Solution and BOQ Submitted33
3.12.5Stock & Supply Chain Timelines and Confirmation33
3.12.6Third party Contact33
3.12.7Third Party Arrangements for PoC33
3.13Zonal Solution Development35
3.14Zonal Requirement Analysis37
3.15Solution Design and Technical Proposal39
3.15.1High Level Design39
3.15.2Low Level Design40
3.15.3Third party Partner40
3.15.4Solution Design Finalization41
3.15.5Stock & Supply Chain Timelines and Confirmation41
3.16Escalation to PTCL Technical42
3.16.1Not Feasible Solutions42
3.17Present Solution44
3.18Evaluation of Proposal by Customer45
3.19Customer Follow Up46
3.20Order Confirmation48
3.21Contract or SLA49
3.22Customer Satisfaction Note50
3.23Customer Profile Updated51
3.24Revenue Assurance52
Roles of Actors52
3.25Corporate Marketing54
3.26Fault Management System56
Customer Logs Complaint56
3.27Product Development Cycle60
3.28PRE-SALES TEAM PROFILE61
3.28.1Proposed Pre-Sales Daily Diary (SM + Mangers + AMs)62
3.28.2Summarized Dash Board62
3.29General Manager Corporate-H/Qs’ Profile63
3.29.1Detail Description Of GM-H/Qs Profile63
3.29.2Proposed GM-H/Qs Daily Diary64
3.30EVP Dashboard65
3.31PRE SALES ZONE Profile66
3.32Project Manager Zone Profile66
3.33Churn Management System68
3.34Event Management70
3.34.1Event Management Decisive Parameters Cost Benefit Analysis (CBA)71
3.34.2Event Business Strategy71
3.34.3Event Finalization & System Hidden Calculation72
3.34.4Event Management Stages & Planning72
3.35Market Research and Analysis73
3.35.1Kinds of Market Research & Analysis74
3.35.2Parameters of Market Research Evaluation (Market Research Factors)74
3.35.3Major Market Forces75
3.35.4Techniques of Market Research75

Introduction
1
2
3.1 Purpose
The key focus areas of...
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