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Making Business Systems in the Telecommunication Industry More Customer-Oriented

An Analysis of Real-Life Transformation Projects

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Information Systems Development

Abstract

Market changes have forced telecommunication companies to transform their business. Increased competition, short innovation cycles, changed usage patterns, increased customer expectations and cost reduction are the main drivers. Our objective is to analyze to what extend transformation projects have improved the orientation towards the end-customers. Therefore, we selected 38 real-life case studies that are dealing with customer orientation. Our analysis is based on a telecommunication-specific framework that aligns strategy, business processes and information systems. The result of our analysis shows the following: transformation projects that aim to improve the customer orientation are combined with clear goals on costs and revenue of the enterprise. These projects are usually directly linked to the customer touch points, but also to the development and provisioning of products. Furthermore, the analysis shows that customer orientation is not the sole trigger for transformation. There is no one-fits-all solution; rather, improved customer orientation needs aligned changes of business processes as well as information systems related to different parts of the company.

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Author information

Authors and Affiliations

  1. Detecon International GmbH, 53227, Bonn, Germany

    Christian Czarnecki

  2. Otto-von-Guericke-University, 39106, Magdeburg, Germany

    Christian Czarnecki & Myra Spiliopoulou (Faculty of Computer Science)

  3. European Research Center for Information Systems (ERCIS), Westfaelische Wilhelms-University, 48149, Muenster, Germany

    Axel Winkelmann

Authors
  1. Christian Czarnecki
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  2. Axel Winkelmann
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  3. Myra Spiliopoulou
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Corresponding author

Correspondence to Christian Czarnecki .

Editor information

Editors and Affiliations

  1. Fac. Mathematics & Physics, Dept. Software Engineering, Charles University Praha, Malostranske nam. 25, Praha 1, 118 00, Czech Republic

    Jaroslav Pokorny

  2. Dept. Information Technologies, Attn. Prof. Jiri Vorisek, Prague University of Economics, Nam. W. Churchilla 4, Praha, 130 67, Czech Republic

    Vaclav Repa

  3. Fac. Mathematics & Physics, Charles University, Praha, Malostranske nam. 25, Praha 1, 118 00, Czech Republic

    Karel Richta

  4. College of Business & Economics, Dept. Information Technology &, Boise State University, Univesity Dr. 1910, Boise, 83725-1615, Idaho, USA

    Wita Wojtkowski

  5. Fac. Information Technology, Monash University, Clayton, 3800, Victoria, Australia

    Henry Linger

  6. Dept. Accountancy & Finance, National University of Ireland, University Road, Galway, Ireland

    Chris Barry

  7. Dept. Accountancy & Finance, National University of Ireland, University Road, Galway, Ireland

    Michael Lang

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Czarnecki, C., Winkelmann, A., Spiliopoulou, M. (2011). Making Business Systems in the Telecommunication Industry More Customer-Oriented. In: Pokorny, J., et al. Information Systems Development. Springer, New York, NY. https://doi.org/10.1007/978-1-4419-9790-6_14

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  • DOI: https://doi.org/10.1007/978-1-4419-9790-6_14

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  • Publisher Name: Springer, New York, NY

  • Print ISBN: 978-1-4419-9645-9

  • Online ISBN: 978-1-4419-9790-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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