Process Flow of After Sale Service in Telecommunication Business in Thailand

Process Flow of After Sale Service in Telecommunication Business in Thailand

  • Budsabong Siripong

Abstract

Telecommunication service provider support systems hold the key to a provider’s ability to deliver differentiated service. Today, these support system do not meet the requirements of service providers. Lack of process management facilities results in inefficient and inflexible processes. Further, there are inherent limitations to integrating customer requirements into provider support systems. This research discusses the operational challenges that service providers face in eliciting requirements from customers and collecting that information in an organized manner. This paper use qualitative research as the basis for building a template form called “Service Standard Requirements” which can be used to structure the customer requirements process. In addition, service providers are trying to differentiate themselves by rolling out new services such as IP based service, IP VPN, IP transit and unified messaging which allow service providers to target corporate customers with business class service in a more flexible manner. Providing new services to the customer in a fast and efficient manner is essential for the service providers. Service providers are confronted by significant challenges to elicit requirements from the customer. This template will collect all information on the new or existing services required by the customer.
Published
Dec 23, 2016
How to Cite
SIRIPONG, Budsabong. Process Flow of After Sale Service in Telecommunication Business in Thailand. Journal submission manual - ASEAN Journal of Management & Innovation, [S.l.], v. 3, n. 2, p. 1-9, dec. 2016. ISSN 2351-yyyz. Available at: <http://journal.stamford.edu/index.php/ajmi/article/view/613>. Date accessed: 22 june 2017.