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Business module, compulsory for students on MSc of Telecommunications with Business

The objective of this module is to deal with the application of theory to the practices encountered in the real life of a service operator.

It presents the best practice in operations and customer service across the industry.

Syllabus covers:

1. Managing Customer Experience (Retaining customers by effective relationship management:

• understanding the needs of the 21st century customer;
• managing the customer experience both off-line and on-line.);
• Organisational Climate (The role of organisational climate and culture in successfully managing your internal and external customer relations.);

2. Customer Service Principles (Exploration of the relationship between QoS and network/service performance; service management; call-centre management; and service economics.);
3. Customer Service and Network Management Systems (The principles of network management and service management; support systems, their architectures and economics; models such as eTOM and ITIL are examined.);
4. Field Operations (The principles, processes and cost drivers of the operational aspects of providing customer service, including field force organisation and cost-quality trade-offs.);
5. Network Planning (The principles of planning, dimensioning and capital budgeting of all network sectors, including the relationship with the business planning process.);
6. ICT Project Management (Planning & designing ICT projects; project and programme management; project portfolio management; assessment and management of risk).
7. Risk Management – theory and case studies of applying risk management by a Telco.
8. Cyber security:

• Cyber risk environment
• Categories of attack – DDOS, etc
• Mitigation techniques

9. Managing sales in a Telco environment