Business Process Brief

Question: Discuss about the information and personal learning development plan. Answer: Introduction Advancements in the field of information technology have catered to the overall development of the telecommunication industry. Both information technology and the telecommunication industry go hand-in-hand. Developments have enabled telecommunication companies to take advantage of it in serving their customers in a much efficient manner and increase their operational effectiveness (blog.tmcnet.com 2016). In the given case scenario, Planet technology Group (Planet Tel) has merged itself with two another leading market participants in the telecommunication industry. They have pooled their resources in order to achieve operational synergies. The primary objective of Planet Tel is to become the market leader in providing smooth business facilitation to other telecommunication companies. It wants to become the first choice when it comes to providing updated and seamless telecommunication services to customers. Merger is one of the most opted modes of inorganic expansion of a business that enables the merging companies to acquire a large portion of the market share by joining and sharing their core competencies (Acma.gov.au 2016). Planet Tel has noticed a transformation in the telecommunication industry and it intends to explore this opportunity to establish itself as the most favoured business facilitator. In order to achieve this, there are certain requirements that the company is required to fulfil. Identifying these requirements and devising objectives strategically in this regard is the most important function of the organisation. Identifying the Requirements of Planet Tel Technological developments in the form of Internet Protocol (IP) voice services, broadband services, and high spectrum internet services have enabled telecommunication companies to change their business processes entirely. These changes are directed towards making customer experience better and prompt. The organisational infrastructure has to be changes according to the requirements of technology. On this backdrop, Planet Tel intends to serve customers on a 24*7 basis by changing from fixed wire services to a National Broadband Network (NBN). Planet Tel has efficiently identified the changing needs of the customers and the nature of their demand of services (Forbes.com 2016). The company intends to make it flexible by incorporating the required changes. Merging with the other telecommunications companies is the first step in this regard. However, it still needs to build an infrastructure so that it is able to achieve its objectives. In essence, following are the requirements of Plane t Tel: Development of network and service infrastructure Developing core network for rendering seamless services Development of a business and operations support system Development of a customer engagement process for the entire customer life cycle Acquisition of the required equipment Induction of human resource for the purpose Training and developing human resource Customer relationship management Effective risk management mechanism Monitoring and performance evaluation Compliance with the relevant legislative framework We will be discussing the above requirements in details. Development of Network and Service Infrastructure Customer needs have been identified effectively by the company and it has been realised that customer loyalty can only be gained by providing prompt and seamless services to them. After sales services are very important in the telecommunication industry and it is directly related to revenue generation of the company (Wetfeet 2016). Planet Tel is already in possession of a state-of-the-art data centric network system and plans to utilize it to the fullest extent. Data storage and protection is an important function that the company has to perform in this regard. Therefore, developing a proper infrastructure is of utmost importance. Development of Core Network to render Seamless Services The company has to enhance its network settings and equipments in order to provide the services it intends to render. It has to change itself technologically for transforming the network settings from wire enabled to broadband. This requires a considerable amount of capital investment and the company has to make proper arrangements in this regard. In order to serve the customers throughout the day, it has to ensure that its network is always functional. Any hindrance in the network may cause a considerable amount of financial and business loss. Therefore, Planet Tel has to ensure that it can repair any shortcomings in the network so that it is able to render seamless services according to the requirements of the customers. Development of Business and Operation Support System An effective business and operations support system is required in order to achieve the objectives of the company efficiently. Development of these systems requires qualified personnel who will be responsible for ensuring that business operations are carried out in a proper manner (Itu.int 2016). These people will be ensuring that glitches do not interrupt the operations of the company. Both the systems are very much important to render end-to-end customer service effectively. Development of Customer Engagement Process Customer engagement can be simply termed as building brand loyalty. The company has to resort to effective marketing techniques to explore new markets and build its image within the customers. This can be achieved by providing prompt and effective services to the customers. By solving customer problems effectively, the company will be able to gain customer acceptance (Communications.gov.au 2015). Acquisition of the Required Equipments To enhance the capacity of the company, modern equipments are required. The company needs to invest huge amounts of capital in order to purchase these equipments. The company needs to invest carefully in order to become the market leader. Induction of Human Resource and Training them Expansion of an organisation requires induction of efficient and professional personnel. In the service sector, the quality of the service renders upon the nature of personnel rendering such services. The company requires recruiting people who have the required knowledge and expertise (Acma.gov.au 2016). Experience in the telecommunication industry will be crucial. The next step requires the company to train their personnel so that they are able to satisfy the demands of customers. Effective training will enable the workforce to gain customer knowledge and help them to serve better. Customer Relationship Management Goodwill of a company depends on the manner in which customers are handled and managed. This also includes management of customer data in an effective manner. Planet Tel is required to manage its customer interaction process efficiently throughout customer lifecycle with the objective of improving relationship with them. Risk Management Risk management has become an integral part of business operation of every organisation in the present business environment. Planet Tel has undergone a restructuring and it is very important to identify and evaluate the risks arising out of the new structure (www.dtpli.vic.gov.au 2016). The identified risks are required to be neutralised in order to perform better according to the standards set by the organisation. Monitoring and Performance Evaluation This is also very important while evaluating the operational activities of the company. an effective internal control and internal check system will help in analysing the difference between the actual performance and the set standards. Evaluation is directly related to organisational excellence. Compliance Telecommunication companies are required to comply with the provisions of the Telecommunication Act 1997 and the Telecommunications (Consumer Protection and Service Standards) Act 1999. Their business activities shall maintain the pre-described legislative standards so that they are able to serve the customers efficiently (Acma.gov.au 2016). The rights of the customers shall be protected at all times and therefore, compliance is very important. Identification of Information Required and their Source Market expansion requires a detailed market research to be done on part of the company in order to evaluate the viability of the project in hand. Several factors are required to be considered carefully so that the management of the company able to undertake effective decision-making (Acma.gov.au 2016). Therefore, the informational requirements can be enumerated as follows: Nature of the industry Nature of demand of the customers Identification of the targeted customers and their segmentation Information about the competitors The equipments that are required to enhance the service providing capacity of the company Capital requirements Sources of capital with lowest costs Other information related to technological advancements Promotional techniques and procedures required to gain customer engagement Legislative compliance related information Sources of this information are as follows: Undertaking a detailed market analysis to gauge the industry trends Visiting corporate customers in order to have an idea of their demands and requirements Website of the Australian Business register and Australian Taxation Office Portal of the Australian Telecommunications Department Training and consultation sessions with the workforce Meeting with the stakeholders Therefore, it can be seen that the scope of operations for Planet Tel is wide and varied. Skills, Knowledge and Experience Required It has been mentioned earlier that the company needs knowledgeable and experienced personnel in order to achieve its objective of being the favourable choice of facilitating partner in the industry. The requirements are as follows: Experienced people in technical and customer support People with efficient marketing and promotional experience Capability to undertake direct and indirect sales People who are able to maintain and repair the equipments People with in-depth knowledge of software, hardware, electronics, electrical and telecommunication (Education.vic.gov.au 2016) Diligent and punctual people who are able to serve the customers promptly Legal department to ensure compliance of the prevailing and applicable laws Personal planning development plan has been provided in the Appendix. References Acma.gov.au. (2016).Carrier service provider requirements | ACMA. Acma.gov.au. (2016).Service provider obligations | ACMA. blog.tmcnet.com. (2016). Communications.gov.au. (2015).Telecommunications in new developments. Education.vic.gov.au. (2016).Personal Learning Goals. elearningindustry.com. (2016).Why and How to Develop Learning Goals. Forbes.com. (2016).Forbes Welcome.