Skip to main content

LUP Student Papers

LUND UNIVERSITY LIBRARIES

Kritiska framgångsfaktorer i teknologiska förändringstider

Styren, Johan and Åkerlund, Joakim (2007) MIO920
Production Management
Abstract (Swedish)
Presently the telecom industry is going through a
massive shift in technology. In the business to
business environment regarding delivery and service
of fixed telephony, the traditional circuit-switched
PBX (private branch exchange) technology is
successively replaced by a new Ip-based (Internet
protocol) PBX technology. The new way of switching
voice-calls doesn't demand a separate infrastructure
for telephony. The traffic instead takes place in the
data-infrastructure. The shift in technology
subsequently puts high demands on the players in the
business. Secondary to the technology shift
companies will, in time, have to change the ways they
work to meet the customers’ new demands. This
thesis discusses and identifies future... (More)
Presently the telecom industry is going through a
massive shift in technology. In the business to
business environment regarding delivery and service
of fixed telephony, the traditional circuit-switched
PBX (private branch exchange) technology is
successively replaced by a new Ip-based (Internet
protocol) PBX technology. The new way of switching
voice-calls doesn't demand a separate infrastructure
for telephony. The traffic instead takes place in the
data-infrastructure. The shift in technology
subsequently puts high demands on the players in the
business. Secondary to the technology shift
companies will, in time, have to change the ways they
work to meet the customers’ new demands. This
thesis discusses and identifies future critical success
factors, as a result of the change in technology.
Theoretical
framework
The purpose of the thesis has been to find the, earlier
mentioned, critical success factors. In our work we
have been using a couple of, more or less famous,
theoretical models. Among others, we have used the
PESTEL-framework, Porters five forces-model and
the cultural web. In order to really understand the
contributions made by these models, it is important to
comprehend that these models are foundations to
build the thesis around, rather than an exact science.
Method In our effort to gather a good amount of reliable data,
we have been using different methods of data
collection and the thesis has both a quantitative and a
qualitative approach. In our work, we have
interviewed a number of respondents from TDC
Dotcom. These interviews have been the basis of the
qualitative internal analysis and have enabled us to
understand problems and procedures within the
organisation. The quantitative data has been collected
from all kinds of sources, from technical literature to
market analysis, as well as from the company's intranetwork.
The data showed that there were internal
problems, mainly regarding supporting business
systems, and the view on the company's cultural
paradigm. The external analysis showed that there
will probably be a change of customers´ preferences,
and by which factors a customer will choose a future
telephony supplier.
These problems are actually important to handle in a
near future, primarily due to the changing nature of
problem management in TDC Dotcoms service
procedure.
Conclusions Our work has resulted in a couple of
recommendations to TDC Dotcom. These can be
broken down into two main areas. The first one is
how to improve the service procedure by
implementing two separate supporting business
systems.
The company lacks knowledge about its own
organisation in the sense that there is no
documentation about "in-house" competences.
For that reason our first recommendation is to
investigate and implement such a supportsystem.
This system would not only make the
service-procedure more effective, it would
also provide the company with important
structural capital.
We have also found that the process regarding
technical problems, handled by the staff, is not
fully supported. TDC Dotcom lacks a system
that helps the technicians to document known
errors. The lack of documentation makes it
hard for the technicians to work proactively.
This fact leads us to our second
recommendation. The company should
implement some kind of "known error"-
system to support the technicians and make
their work more effective and rewarding.
The last, but not at all least, recommendation is to
identify, in our opinion, the most important future
critical success factor. The declining marginal's on
telephony-service, due to the shift in technology,
results in a shift in factors to focus on. Our opinion is
that there will be higher customer demands on the
interface between customer and company. Because of
this, our third recommendation is to regard the
"customer interface" as a main strategic question, and
to start the work with incremental improvements of
this interface as soon as possible. (Less)
Please use this url to cite or link to this publication:
author
Styren, Johan and Åkerlund, Joakim
supervisor
organization
course
MIO920
year
type
M1 - University Diploma
subject
keywords
Critical success factors, TDC Dotcom, Technology shift, convergence, ip-telephony
other publication id
07/5267
language
Swedish
id
1981636
date added to LUP
2011-06-21 13:56:08
date last changed
2011-06-21 13:56:08
@misc{1981636,
  abstract     = {{Presently the telecom industry is going through a
massive shift in technology. In the business to
business environment regarding delivery and service
of fixed telephony, the traditional circuit-switched
PBX (private branch exchange) technology is
successively replaced by a new Ip-based (Internet
protocol) PBX technology. The new way of switching
voice-calls doesn't demand a separate infrastructure
for telephony. The traffic instead takes place in the
data-infrastructure. The shift in technology
subsequently puts high demands on the players in the
business. Secondary to the technology shift
companies will, in time, have to change the ways they
work to meet the customers’ new demands. This
thesis discusses and identifies future critical success
factors, as a result of the change in technology.
Theoretical
framework
The purpose of the thesis has been to find the, earlier
mentioned, critical success factors. In our work we
have been using a couple of, more or less famous,
theoretical models. Among others, we have used the
PESTEL-framework, Porters five forces-model and
the cultural web. In order to really understand the
contributions made by these models, it is important to
comprehend that these models are foundations to
build the thesis around, rather than an exact science.
Method In our effort to gather a good amount of reliable data,
we have been using different methods of data
collection and the thesis has both a quantitative and a
qualitative approach. In our work, we have
interviewed a number of respondents from TDC
Dotcom. These interviews have been the basis of the
qualitative internal analysis and have enabled us to
understand problems and procedures within the
organisation. The quantitative data has been collected
from all kinds of sources, from technical literature to
market analysis, as well as from the company's intranetwork.
The data showed that there were internal
problems, mainly regarding supporting business
systems, and the view on the company's cultural
paradigm. The external analysis showed that there
will probably be a change of customers´ preferences,
and by which factors a customer will choose a future
telephony supplier.
These problems are actually important to handle in a
near future, primarily due to the changing nature of
problem management in TDC Dotcoms service
procedure.
Conclusions Our work has resulted in a couple of
recommendations to TDC Dotcom. These can be
broken down into two main areas. The first one is
how to improve the service procedure by
implementing two separate supporting business
systems.
 The company lacks knowledge about its own
organisation in the sense that there is no
documentation about "in-house" competences.
For that reason our first recommendation is to
investigate and implement such a supportsystem.
This system would not only make the
service-procedure more effective, it would
also provide the company with important
structural capital.
 We have also found that the process regarding
technical problems, handled by the staff, is not
fully supported. TDC Dotcom lacks a system
that helps the technicians to document known
errors. The lack of documentation makes it
hard for the technicians to work proactively.
This fact leads us to our second
recommendation. The company should
implement some kind of "known error"-
system to support the technicians and make
their work more effective and rewarding.
The last, but not at all least, recommendation is to
identify, in our opinion, the most important future
critical success factor. The declining marginal's on
telephony-service, due to the shift in technology,
results in a shift in factors to focus on. Our opinion is
that there will be higher customer demands on the
interface between customer and company. Because of
this, our third recommendation is to regard the
"customer interface" as a main strategic question, and
to start the work with incremental improvements of
this interface as soon as possible.}},
  author       = {{Styren, Johan and Åkerlund, Joakim}},
  language     = {{swe}},
  note         = {{Student Paper}},
  title        = {{Kritiska framgångsfaktorer i teknologiska förändringstider}},
  year         = {{2007}},
}