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Title
Outsourcing Network Maintenance activities in telecommunications HFC network and CPE Maintenance Activities / von Prparim Nazifi
AuthorNazifi, Prparim
CensorKopacek, Peter
PublishedWien, 2016
Descriptionv, 70 Blätter : Illustrationen
Institutional NoteTechnische Universität Wien, Univ., Master Thesis, 2016
LanguageEnglish
Document typeMaster Thesis
Keywords (EN)Telecommunication / Business Process Outsourcing / Hybrid Fiber-Coaxial / High Speed Internet
URNurn:nbn:at:at-ubtuw:1-2897 Persistent Identifier (URN)
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 The work is publicly available
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Outsourcing Network Maintenance activities in telecommunications HFC network and CPE Maintenance Activities [1.55 mb]
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Abstract (English)

Outsourcing, -outside resourcing- term used first by Americans, as an economic process, did not start happening recently. Companies have been outsourcing their non-core services or functions for many years now. At first, the key driver for outsourcing was reducing and controlling of Operational Expenditures (OPEX) but over the time few other factors emerged as important drivers such as providing higher quality services to end-customers, flexibility in control of resources (human and material), risk sharing with the outsourcing partners, access to specialized expertise and competencies, long term strategic relationship and partnership foundations, etc. Considering the above mentioned factors, drivers and potential benefits, all kind of companies, including telecom operators, more and more decide to outsource their non-core activities such as Inbound Customer Service & Technical support, IT Help Desk, Application Maintenance, Outbound Telesales Collections and Customer Call Backs, Sales Support, Field Force Management etc. Generally, outsourcing as a concept is proven to be successful and overtime fulfilling the objective that the company aimed to achieve when started doing it, however we have to emphasize that the overall process is filled with hurdles and challenges and it is a time-consuming process. This master thesis aims to describe outsourcing process of Field Force activities related to Hybrid Fiber-Coaxial (HFC) network maintenance including the Customer Premises Equipment (CPE) and its installation maintenance. Using already known Business Process Outsourcing (BPO) frameworks this thesis will describe phases on how to implement the outsourcing process of these activities to a subcontracting company. The thesis is built with the assumption that the objectives are known and well evidenced. Based on those assumptions decision to outsource these processes is already made therefore will not be in the scope of this master thesis.