S-38.001 Telecom Forum -1997

Laboratory of Telecommunications Technology
Prof. Raimo Kantola

Third Examination May 19, 1998

Based on Elizabeth K. Adams, Keith J. Willets, The Lean Communications Provider, Surviving the Shakeout through Service Management Excellence

Answer to no more than three (3) questions. Please, keep your answers short and concise. You may answer either in English or Finnish. The exam will be marked pass or no-pass.

1. What three things should a Service Provider (SP) do to succeed according to the book? Characterise the challenge in service management SPs are facing.

2. SPs see excellence in service management as a major competitive advantage and therefore want to keep their processes secret. Why are they forced towards standardisatio and openness in this area?

3. What is included in customer care processes.

4. Give an example of a communications service which was totally based on creative use of a billing system.