Delivering telecommunications services in local markets : a case study outlining implementation challenges

Abstract

In numerous industries, the competitive landscape significantly evolved in the last few decades. From local organizations serving local customers with a portfolio of products and services adapted and dedicated to the specificities of each local market, firms modified their organization structure to better follow their customers internationally and to take advantage of the many growth opportunities that globalization offered worldwide. To better serve their international customers, and to build competitive advantage, firms have been seeking news ways of improving the attractiveness of their offerings. It is often with this goal in mind that firms are using outsourcing, ideally resulting in reduced cost and improved flexibility. This document, organized as a case study, synthesizes and discusses the challenges that a telecommunications service provider was facing while simultaneously outsourcing some of its service delivery activities and implementing a solution for a large customer in a country in which this customer had a massive presence, and in which it only had limited operations. The case study provides a broad understanding of the two actors, their environment, needs and constraints. It explains the extent to which the contract signed by both parties deviated from the provider's definition of standard products and services, details the modifications that were required on its delivery processes, and introduces the various teams that were involved. Finally, it presents several external initiatives that had a significant impact on this implementation, including an outsourcing initiative. Following this case study, a chapter discusses the impact that this implementation and that these external initiatives had on the provider's organization. It also provides recommendations that could be used by other providers in order to better deal in similar circumstances.