A. Improving the service quality at “Company S” Support
Introduction
“Company S” Telecom is a member of “Company S” group and it is a major Local company working in the field of Telecommunication service. The mission of “Company S” Telecom is to provide an international standard services and solutions. The portofolio of “Company S” Telecom includes Data Networks, Telecommunication infrastructure, Revenue assurance systems and many others.
“Company S” Telecom works in most of the countries in the region including Egypt, KSA, Pakistan, Nigeria, Qatar, Libya, Morocco… and many others
The company is divided into several Strategic Business Units, each of them are responsible for a group of inter-realed products. Among these business units the Operations and Business support systems BU is responsible for Revenue assurance systems and O&M systems for mobile operators.
The OSS/BSS business unit is one of the most important and profitable Business Units within “Company S” Telecom as it works in multi-millon dollar project with major Mobile operators in the region.
Case Description
The work at the OSS department includes the installation & configuration of the network monitoring system used by mobile operators as well as the maintenance and support for them.
The new installations are usually followed by a one-year maintenance period and after that the customers is free to sign a maintenance contract with “Company S”.
The maintenance annual value is usually about 20% of the equipment face price and depreciates each year.
Since “Company S” is not the Original Equipment Manufacturer, but a subcontractor, so most ...