Optimization of business processes of a telecommunications company
DOI:
https://doi.org/10.31617/tr.knute.2021(40)04Keywords:
telecommunications, business process, SMS hubbing, automation, business model, block diagram, provider, telecommunication servicesAbstract
Background. Telecommunications play a significant role in the social and economic activities of society, providing operational or interactive (dialogue) transmission of information. Today, none of the economic activities has a chance to survive without the participation of modern information and communication technologies. After all, the speed and quality of information transfer is a key factor in increasing competitiveness in the market. An important prerequisite for the competitiveness of telecommunications companies is to improve service and quality of customer service.
The aim of the study is to analyze the activities of a telecommunications company and optimize business processes to minimize errors, costs, improve the quality of services provided.
Materials and methods. The information base of the research is the works of leading scientists, dictionaries, manuals, reference books, legislation in the field of telecommunications and information resources of the global Internet. To solve the above problems, a general scientific analytical method, a method of systematization and generalization of the problem, methods of economic and mathematical modeling, a method of modular design were used.
Results. Theoretical information on the telecommunication sphere, features of development of telecommunication companies in modern conditions are analyzed. The system analysis of business processes of the telecommunication company is carried out and the ways of their optimization are investigated. A functional model of modern work organization (AS-IS) has been developed, which is implemented using CASE-tools BPwin 7.0 and reveals all stages of connecting a new client to the SMS hub from processing the client’s application to making a technical connection. Gantt chart illustrates the need to introduce business process automation to accelerate the connection of new customers.
Conclusion. The business processes that can be optimized are highlighted, and it is proved that business process automation and parallel execution significantly speed up the process of connecting new customers, which reduces the company’s costs and provides a competitive advantage in attracting new customers.
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