Pccw Electronic Dynamic Workforce System

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PC CW

E c o iD nmc rfr Maae etytm(D M) l t n ya iWok c ngm n Ss er c oe e e WF Ctr g e e cs m rev e ffic nl aei b rut e sri e i t n o c e y

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Executive Summary
The rapidly changing world has altered situations even for PCCW, the largest telecommunications giant in Hong Kong. External changes, such as the emergence of financial cutbacks and technological advances, have made PCCW to take on these challenges in accordance with their company’s visions. To do exactly that, PCCW developed the Dynamic Workforce Management System (DWFM), a Field Services Management System (FSM) of its own. With its hotline connection, an operator is involved in identifying problems, making instant feedback, and making appointments with technicians possible. Technicians dispatched by Maintenance control, use clear codes that represent identification and solutions to the problem to deal with the situation. Despite having a clear-cut process, the current information system (IS) is met with a few problems: A hard-to-reach hotline; inefficient conversation over the phone; poor communication over different staff levels; and incomplete utilization of the clear code mechanism. Adopting advanced technology, an Electronic Dynamic Workforce Management System (eDWFM) will be able to solve the glitches of PCCW’s current IS. In the new system, with PCCW customer service system via Smartphone apps or internet by customers themselves, categorization of problems will become easier. The newly adopted internet-based system will not only allow customers to get easier contact with the company, but also vice versa. With faster, more accurate information, Maintenance control will be able to dispatch suitable candidates to situations; employees’ will be able to perform and report more efficiently. eDWFM does supplement greatly to the flaws of the existing system. However, a few minor limitations – such as abuse of field services by customers and imperfect coverage over problem identification – are possible phenomenon within the new structure. The new system, despite a few drawbacks that may occur, is greatly beneficial to both the company and the customers alike. The software advances while taking on little hardware and economic cost, will improve the efficiency and productivity of employees. Legal measures and operational inconveniences will also be addressed with little time constraints to development. Thus, this will turn out to be more convenient, quick and instant than ever for customers to enjoy.

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Contents
1. 2. Company Background ................................................................................................................................ 5 Environmental analysis .............................................................................................................................. 6 2.1 Macro environment: the PEST model .................................................................................................. 6 2.2 Company: the TOM model................................................................................................................... 8 3. Dynamic Workforce Management System (DWFM) .................................................................................. 9 3.1 System organization and functional modules ...................................................................................... 9 3.2 Process flowchart ............................................................................................................................... 11 3.3 Problems identified ............................................................................................................................ 13 4. Recommendation to the DWFM system of PCCW: eDWFM ....................................................................... 15 4.1 Overview ............................................................................................................................................ 15 4.2 System organization...
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