Chiranjit Bose- Operations Management.docx - MAN515 Operations Management ASSESSMENT 2 – CUSTOMER BENEFITS PACKAGES AND VALUE CHAINS Chiranjit Bose

Chiranjit Bose- Operations Management.docx - MAN515...

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MAN515 Operations Management ASSESSMENT 2 – CUSTOMER BENEFITS PACKAGES AND VALUE CHAINS Chiranjit Bose, s287275, MAN515 OPERATIONS MANAGEMENT
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Table of Contents 1. Introduction 2 i) Background of the Telecommunications Industry 2 2. Telecommunications Industrial Organisation i) Peripherals 2 ii) Customer Benefits Package (CBP) 3 iii) Customer Benefits Package for Samsung 4 iv) Customer Benefits Package for Vodafone 4 3. Value Chain Structure and Design: Samsung and Vodafone 5 i) Primary Activities 5 ii) Support Activities 6 iii) Merits and Demerits of Value Chain Structure and Design 6 4. Operation Management of Vodafone 8 5. Operation Management of Samsung 8 6. Role of Operation Manager 9 i) Recommendations and Advice 9 7. Conclusion 9 References 9 11 Chiranjit Bose, s287275, MAN515 OPERATIONS MANAGEMENT
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1. Introduction i) Background of the Telecommunications Industry The telecommunications industry has grown leaps and bounds in the last couple of decades. The telecommunications industry is a part of the Information and Communication technology sector and comprises of all telecommunications or telephone companies along with internet service providers (Pratyush & Abhijit 2012). The evolution of information society and the evolution of mobile communication has been greatly facilitated by the advancement in the telecommunications industry. The biggest revenue generator for the telecommunications industry continues to be traditional telephone communications. However, a booming network technology has ensured that increasing emphasis is being laid on voice, text as well as video messaging. Telecommunication industry today facilitates high speed internet access for not only interactive entertainment but also for data applications such as broadband information services. The swift growth in the telecommunication industry, however, can be attributed significantly to value added services that are delivered over mobile networks. The growing dependence on mobile usage has ensured that the telecom sector continues to be the center of innovation, growth and diversity. The telecom industry nowadays faces fierce competition in the market today and residential and the small business markets are the toughest to handle. Corporate market remains telecom’s favourite as the multinationals invest heavily on telecom infrastructure related to services such as high security private networks and tele/video conferencing facilities (Bigliardi, Ivo Dormio & Galati 2012). Corporate customers are also less sensitive and are only concerned with the reliability and quality of telephone and internet networks. 2. Telecommunications Industrial Organisation i) Peripherals To deal with the fierce market competition, market segmentation and a sound value chain design is imperative to draw to in target customers. A value chain can be defined by a set of activities that are meant to add value to a certain product or article. A complete value chain involves product design, production, marketing and delivery (Bornemann & Wiedenhofer 2014). Thus it can be perceived as an activity range that encompasses the lifecycle of a
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