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| The liberalisation of the Telecommunications market brings into focus a basic objective in the sector: obtain/not lose market share (number of clients / profit margin), seeking a balance which permits the profitability of the large investments required by the sector to be able to operate. |
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| A consequence of this tenet is the serious competition between operators, which leads to new products being brought onto the market in a very short definition and preparation time (Just in Time philosophy). |
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| Far more clearly than in other sectors, Information and Communications Technologies are indispensable in this sector. |
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| A company like Fihoca offers in this challenge: |
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Speed:
of definition, of creation |
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Common
Sense: functionality before product |
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Experience:
management and monitoring skill |
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Solutions
based on experience in the sector and in others
where Fihoca works: |
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Adaptation of existing information platforms: graphic interface, desktops, workflow, etc. |
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Improvements in user operation: documentation, proceduring, training, etc. |
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Contributions aimed at providing service to the client: making the range on offer flexible, controlling quality, enhancing client care, marketing and management tools, etc. |
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Cost reduction: outsourcing application maintenance, training plans, etc. |
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| Consultancy |
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access
to general information |
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Technology consultancy |
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Security audits |
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Proceduring |
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Advice in the deployment of
new services and products |
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| References |
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ERP selection for the
management of economic/financial areas. |
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Security audit for
microcomputing environments. |
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Drawing up of the general
procedures for Information Systems Management:
definition of standards and methods. |
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Analysis of processes and
sub-processes of the Information Systems
Management. |
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Advice and definition of the
User Care Centre service.
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POS technical/functional audit
of points of sale.
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Consultancy of the
implementation of SAP R3 purchasing and sales
modules. |
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| Information
systems |
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| access to general information |
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| The most significant
activity in the development and implementation of
information systems involves the following three areas: |
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Sales: contracting, client care, notifications, technical assistance, control of operations, meters, readings, billing and collection. |
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Network: inventory, installations, faults, downloads, GIS interfaces, provisioning, planning, etc. |
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Corporate: systems to help monitor the Institution's strategic plan and associated quality procedures, accounting, fixed assets, budgets and purchasing, etc. |
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| References |
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Switchless Management and Control System |
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Monitoring and reporting tools |
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Large project management and control functions: |
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Technical area |
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Implementation of SAP: economic/financial and sales |
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Control panel of the Client Care Centre |
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Generalisation of cartographic models in GIS environment |
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Inventory of installations |
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| Knowledge management |
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| access to general information |
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Information and Support to End
Users (clients, employees, agents). |
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Preparation, standardisation,
dissemination and monitoring of commercial and
client care practices. |
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Information and documentation
(products, prices, regulations). |
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Channelling of the
Company-Employee flow of information. |
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Systematic support environment
in the workplace aimed at optimising efficiency. |
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| References |
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Problem solver: knowledge
management of exceptions, consultations and
requests of the user care service. |
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E-CAU: documentation,
information, analysis and self-service support for
user requests and consultations portal. |
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| Activity training and support |
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| access to general information |
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Training plans for the
incorporation of new applications |
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Training websites for specific
areas |
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Preparation of training and
informative materials |
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Accompaniment and support in
change management projects |
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Trainer training |
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| References |
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Training plan for the user care
area: excellence of service and attention
procedures. |
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Help Desk for users. |
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