scholarly journals Service Innovation for Customer Satisfaction of Telecommunication Companies

2020 ◽  
Vol 5 (1) ◽  
pp. 14-24
Author(s):  
Shinta Devi Lukitasari
Keyword(s):  
Influence Factors ◽  
Value Added ◽  
Customer Experience ◽  
Global Market ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Customer Perceptions ◽  
Telecommunication Companies ◽  
Telecommunications Services ◽  
Telecommunications Companies

Customer perception is important in the company's business sustainability. In today's competitive global market situation, customers are always looking for services that have more value to meet their needs. Innovation becomes important to differentiate service values ​​in customer perceptions. This paper presents several survey papers which state the significant relationship between the innovation of telecommunications companies and their customers' satisfaction and loyalty. The influence factors considered by customers and aggressively affect their satisfaction also explained in previous surveys. Several innovations have also been carried out by various researchers to improve customer perceptions through excellent customer experience when interacting with customer relationship management. This paper also presents the novel method of developing value-added services for telecommunications companies and the development service roadmap that accurately predicts the successful implementation of an innovation into the market. Further research can utilize the above studies to develop services in other aspects of customer experience on telecommunications services.

scholarly journals Tendencies of Telecommunication Companies Development in the Conditions of Ukrainian Society Digitalization

2020 ◽  
Vol 4 (9) ◽  
pp. 124-130
Keyword(s):  
Pilot Study ◽  
Research And Development ◽  
Consumer Satisfaction ◽  
Telecommunication Services ◽  
Telecommunication Companies ◽  
Telecommunications Services ◽  
To Receive ◽  
Telecommunications Companies ◽  
Ukrainian Society ◽  
Practical Recommendations

The article elaborates theoretical and methodological provisions and practical recommendations for development of telecommunication companies in conditions of Ukrainian society digitization. It is established that the development of Ukrainian telecommunications companies is cyclical and depends on industrial ambitions of global technology corporations, on investments in research and development, consumer requirements and needs for communication. A pilot study was conducted and a methodology for determining the level of consumer satisfaction with telecommunication services was developed, based on the synthesis of individual assessments according to certain characteristics of services with criteria of importance of this or that characteristic for consumers. The tendency of dependence of demand for telecommunication devices and services on cumulative marketing pressure of technological and telecommunication companies in the conditions of digitalization of Ukrainian society was revealed. Consumers of innovative models of telecommunications devices are putting pressure on operators and providers and demanding the functionality of equipment, density and technological excel-lence of telecommunications networks. These criteria become crucial when Ukrainian households choose certain companies to receive telecommunications services. The scientific novelty of the obtained results is to develop a method for determining the level of consumer satisfaction with telecommunication services based on the synthesis of individual assessments of certain characteristics of services with importance criteria of a particular characteristic for consumers.

scholarly journals Impact of global changes in the business environment in relation to risk management

2021 ◽  
Vol 92 ◽  
pp. 03004
Author(s):  
Katarína Buganová ◽  
Jana Šimíčková ◽  
Michal Brutovský
Keyword(s):  
Risk Management ◽  
Value Added ◽  
Business Environment ◽  
Global Market ◽  
Point Of View ◽  
Entrepreneurial Activity ◽  
Global Changes ◽  
Successful Implementation ◽  
Global Business ◽  
Huge Impact

Research background: Entrepreneurial activity is largely affected by negative changes in the global business environment, as evidenced by the huge impact of the COVID 19 pandemic on the entrepreneurial activity of Slovak enterprises. It is here that the importance of proactive risk management is reaffirmed, which should be an integral part of the enterprise’s management and thus preventively assess possible risks and their consequences and be prepared to manage them and not just respond to a crisis situation. Purpose of the article: The purpose of the article is to point out the importance of risk management in business and project management in connection with the globalization of the business environment. Assess the readiness of Slovak enterprises to ensure the continuity of business activities in connection with negative changes in the business environment such as the COVID 19 pandemic. Methods: The article will be processed using basic scientific methods. The qualitative and quantitative aspects of the researched problem, comparison and generalization of conclusions will be processed through observation, analysis, comparison and synthesis, including several managerial methods for risk assessment and management. Findings & Value added: Successful implementation of risk management in the enterprise and within the project activities from the point of view of prevention of crisis situations in the enterprise caused by interruption of operation as well as premature termination of projects is a means to maintain continuity and competitiveness of business activities and achieve project goals in the global market.

scholarly journals Elements of control of competitiveness of telecommunication companies

2018 ◽  
Vol 2 (4) ◽  
pp. 22-30
Author(s):  
Olena Franchuk ◽  
Mariana Petrova ◽  
Galina Tolkachova
Keyword(s):  
Global Trends ◽  
Domestic Markets ◽  
Telecommunications Infrastructure ◽  
Future Performance ◽  
Theoretical Approaches ◽  
Telecommunication Companies ◽  
The Face ◽  
Telecommunications Services ◽  
Telecommunications Market ◽  
Telecommunications Companies

Introduction. The importance of telecommunications in the socio-economic sphere is growing, providing support for the development of the national economy, since the priority development of telecommunications, compared with the overall pace of economic development, significantly increases the competitiveness of the Ukrainian economy. Therefore, the management of telecommunications companies is defined as one of the priority areas of government in the face of growing competition, which makes the problem of increasing the competitiveness of telecommunications services and the telecommunications operator as a whole urgent. Aim and tasks. The aim of the article is to study the methodological issues of substantiating the elements of enterprise competitiveness in the telecommunications services market, as well as studying the gradation of the level of competitiveness and recommendations for their use in managing the competitiveness of an enterprise. Results. The scientific and theoretical approaches to the essence of the concept of «competitiveness» are considered. The study made it possible to form its own scientific vision of the economic category “competitiveness of telecommunication companies”. It is noted that modern global trends in the development of the telecommunications market affect its new type in the conditions of the formation of the information society. The main forms of competition in the telecommunications services market are considered. The features of modern telecommunications are highlighted. Disclosed policy in the space of competition regulation in the market of telecommunication services. Conclusions. Identified and analyzed the basics of managing the competitiveness of telecommunications companies operating in a competitive environment, which is characterized by constant technological innovation.. The main elements of the process of managing the competitiveness of telecommunications companies are substantiated as components of the internal and external environment that determine or can determine the future performance of the company in the international and domestic markets, which will help create the conditions for the implementation of a highly developed information and telecommunications infrastructure to provide telecommunications services to all segments of the population.

scholarly journals ANALISIS KINERJA KEUANGAN PERUSAHAAN TELEKOMUNIKASI YANG TERCATAT DI BURSA EFEK INDONESIA

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Rezky Rahman Repon
Keyword(s):  
Financial Performance ◽  
Stock Exchange ◽  
Economic Value ◽  
Case Study Research ◽  
Value Added ◽  
Research Use ◽  
Economic Value Added ◽  
Telecommunication Companies ◽  
Telecommunications Companies

This research is descriptive nature of case study research analytical tool used to determine and analyze the financial performance of telecommunications companies listing in BEI using EVA analysis. Assessment of financial performance is measured with the provision that if EVA ≥ 0, then provide economic value added to the company , if EVA ≤ 0 , then it does not give the company's.EconomicValueAdded.Based on the analysis of financial performance of telecommunications companies listed in Indonesia Stock Exchange fluctuated , In 2010 PT XL Xiata Tbk and PT Inovisi Infrcom tbk give Economic Value Added . In 2011, PT XL Xiata Tbk , PT Indosat Tbk , and PT Infracom Tbk , and PT Telekomunikasi Indonesia Tbk otherwise provide Economic Value Added and the year in 2012 Infracom PT Tbk and PT Indosat Tbk otherwise provide Economic Value Added ( EVA)≥0.Telecommunications companies that provide the greatest economic value added in 2011 was PT Telekomunikasi Indonesia tbk Based on the above conclusions , the authors recognize that these results are still far from perfect , due to the limitations of both the data and the object of research , because it is necessary for other researchers conducted research on EVA by using a longer period of study or research use another object. Keywords: Economic Value Added, Financial Performance, telecommunication Companies

Developing Service Marketing Through Successful Involvement of Customer

2015 ◽  
Vol 2 (1) ◽  
pp. 6
Author(s):  
_______ Naveen
Keyword(s):  
Relationship Marketing ◽  
Service Marketing ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Process Automation ◽  
Customer Contact ◽  
Use Of Technology ◽  
Marketing Systems ◽  
Technological Means

Customer Relationship Management has its roots in service marketing which is based in turn on the formative work of Berry (1983) and the IMP. Its purpose is to integrate marketing, sales and service functions through business process automation, technological solutions and information resources to maximize each customer contact. In this way service marketing systems facilitate relationships among enterprises, their customers, suppliers and employees and so provide the technological means to put relationship marketing philosophy into practice. Organizations that fail to keep up with competitor’s service marketing capabilities risk being seriously disadvantaged. However, the use of technology on its own is not sufficient and firms must combine developments in IT with a philosophy that calls for the re-organisation of the entire firm around its customers. This shift will not be easily achieved. Our purpose, based on collaborative Canfield/CSC Computer Sciences Corporation studies, is to identify the pitfalls, and offer advice on the successful implementation of service marketing systems in support of relationship marketing strategies, including an audit of the organization’s readiness to proceed. 

Evaluation of Lean Manufacturing Systems Using MADM and Fuzzy TOPSIS

2014 ◽  
Vol 592-594 ◽  
pp. 2628-2638 ◽  
Author(s):  
T.G. Arul ◽  
C. Arumugam ◽  
P. Parthiban
Keyword(s):  
Lean Manufacturing ◽  
Manufacturing Systems ◽  
Value Added ◽  
Fuzzy Topsis ◽  
Global Market ◽  
Triangular Fuzzy Numbers ◽  
Management Philosophy ◽  
Order Preference ◽  
Indian Industries ◽  
Real World Situation

Lean manufacturing is a management philosophy derived from Toyota Production System (TPS) which aims to increase the overall values of the product or service provided to the customer through elimination of non-value added activities. In the era of globalisation, to remain competitive in the global market, many medium and small sized Indian industries adopt lean manufacturing. This paper focuses on implementation of lean manufacturing in Indian MSMEs. To examine the implementation, attributes which influence lean manufacturing are obtained and industries’ performances on these criteria are rated. In this paper, the methodology selected from many of the multi criteria models is the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). In the actual real world situation, because of the unreliable nature of the information gathered, the attributes are often not absolute and are imprecise. These data can be considered as fuzzy and the aim of this paper is to adopt TOPSIS decision making method to problems with fuzzy data. The rating and weights of each data are expressed as triangular fuzzy numbers. These attributes are then normalized and the TOPSIS methodology is carried out to determine the effect of implementing lean manufacturing technique in an industry. The best industry is identified by fuzzy TOPSIS on the basis of performance towards the considered attributes is consistent with results identified by TOPSIS.

Integration of the concept of lean manufacturing and digital technologies of high-tech enterprises in modern conditions

2020 ◽  
pp. 105-113
Author(s):  
Н.С. Хорошавина ◽  
М.С. Абрашкин
Keyword(s):  
Lean Manufacturing ◽  
Process Management ◽  
Business Processes ◽  
Digital Technologies ◽  
Balance Of Power ◽  
Global Market ◽  
High Tech ◽  
Successful Implementation ◽  
Modern Business ◽  
Business Conditions

Цифровые технологии существенно влияют на мировой рынок, внося коррективы в расстановку сил на нем. Используемые ранее подходы к управлению бизнес-процессами становятся не актуальными в современных условиях. Без цифровизации наукоемкие производства будут не способны выдержать конкурентную борьбу, и вынуждены будут уйти с рынка. В то же время современные условия хозяйствования диктуют необходимость постоянного совершенствования бизнес-процессов наукоемких предприятий, их оптимизации. Данные принципы являются основой концепции бережливое производство, реализация которых становится более эффективной при условии использования цифровых технологий. В статье рассмотрены вопросы интеграции концепции бережливое производство и цифровых технологий на наукоемких предприятиях. Показан пример успешной реализации принципов данной концепции с использованием цифровых подходов к оптимизации бизнес-процессов наукоемкого производства. В современных условиях важнейшим активом любого предприятия, в том числе и наукоемкого производства, являются данные. Реализация принципов бережливого производства требует обработки значительного объема информации. Цифровые технологии позволяют анализировать информационные потоки в режиме реального времени, моделировать бизнес-процессы и тем самым, способствуют более качественному и оперативному принятию решений по оптимизации бизнес-процессов наукоемких производств. Только объединив принципы концепции бережливое производство и возможности, которые дает цифровизация, наукоемкие предприятия смогут не просто удержать свои конкурентные позиции на рынке, но и перейти на более качественный уровень своего развития. Digital technologies significantly affect the global market, making adjustments to the balance of power in it. Previously used approaches to business process management are no longer relevant in modern conditions. Without digitalization, high-tech industries will not be able to withstand competition and will be forced to leave the market. At the same time, modern business conditions dictate the need to constantly improve the business processes of high-tech enterprises and optimize them. These principles are the basis of the concept of lean manufacturing, the implementation of which becomes more effective when using digital technologies. The article deals with the integration of the concept of lean manufacturing and digital technologies in high-tech enterprises. An example of successful implementation of the principles of this concept using digital approaches to optimizing business processes in high-tech production is shown. In modern conditions, the most important asset of any.

Maria’s Ristorante

2015 ◽  
pp. 1-6
Author(s):  
Stephen E. Maiden ◽  
Elliott N. Weiss
Keyword(s):  
Business Model ◽  
Customer Experience ◽  
Academic Literature ◽  
Customer Perceptions ◽  
Italian Family ◽  
Behavioral Variables ◽  
Customer Segment

In an effort to save his business, Paul Marciano, the owner of Italian family restaurant Maria’s Ristorante, runs a number of experiments focused on improving the customer experience around his target customer segment. These experiments lead to a better understanding about his business and cause him to make specific changes to his business model that ultimately improve things across the board. The experiments are based on research from the academic literature on the use of behavioral variables to manage customer perceptions.

scholarly journals Lean Management Implementation in Small and Medium Sized Companies – A Success Case Study in a Manufacturing Process

2021 ◽  
Vol 13 (1) ◽  
pp. 88-121
Author(s):  
Fernando Romana
Keyword(s):  
Cultural Change ◽  
Value Chain ◽  
Success Factors ◽  
Value Added ◽  
Global Market ◽  
Medium Size ◽  
Management Approach ◽  
Operational Flow ◽  
Special Relevance

Abstract Objective: The aim of this paper is to understand a production system of a forging and presses structure of a centenary factory in terms of a cultural change on the management approach. Methodology: The study was focused on many aspects such as the pieces production lead time, a time study of the setups, the Overall Equipment Effectiveness determination for the Computer Numeric Control machinery and an analysis of the production cells operational flow. Findings: For the aspects that were analysed during the study, the problems are identified, and the root causes determined. At the end of the assessment stage Lean tools and concepts for fixing the problems were proposed, like new rules for production planning, setups procedures, 5S toll usage and a Lean implementation plan that is adapted to the company. Value Added: The high industrial competitivity has dictated the development for this sector that – allied with the inconstant and unstable economic environment – makes the companies very vulnerable and highly dependent of the global market. This is a concern of special relevance for the Small and Medium Size companies that are increasingly adopting Lean solutions to continuously improve their operational value chain and the management approach, for a more systemic way of thinking. Recommendations: For some of the solutions an impact study with their implementation was made. An analysis of the success factors proposed in the literature that were verified during the assessment stage of the case study was performed as well.

scholarly journals PERSPEKTIF KELEMBAGAAN DIREKTORAT JENDERAL BEA DAN CUKAI (DJBC) DALAM BIDANG PELAYANAN KEMUDAHAN IMPOR TUJUAN EKSPOR (KITE) DI INDONESIA (Institutional Perspective of Directorate General of Customs And Excise in Ease of Import For Export Purposes (KITE), In Indonesia)

2016 ◽  
Vol 16 (1) ◽  
pp. 105
Author(s):  
Djafar Albram
Keyword(s):  
Market Integration ◽  
Manufacturing Industry ◽  
Value Added ◽  
Global Market ◽  
Import Duty ◽  
Value Added Tax ◽  
Institutional Perspective ◽  
Business Interests ◽  
Directorate General ◽  
Technology Transformation

The policy of free trading can be observed by promoting the economy competitiveness of a country through global market integration. One of the integrations that is dynamic of service policy in ease of import for export purposes (KITE) of business interests to those who invest in Indonesia which managed by Directorate General of Customs and Excise (DJBC) that facility return of import duty (BM), or Customs and value-added tax (PPn) and value-added tax of import duty especially other commodities for export purposes. By facilitating that, it is hoped can improve and increase the trading value of export tax revenues,create jobs and then, it makes technology transformation exchange for development of human resources quality of manufacturing industry which running the business in ease of import for export purposes (KITE), in Indonesia. Keywords: KITE, customs and excise, ABSTRAKAdanya kebijakan Perdagangan bebas dapat dilihat dengan upaya peningkatan daya saing ekonomi suatunegara, melalui integrasi pasar global. Salah satu bentuk integrasi dimaksud yaitu adanya dinamika kebijakan pelayanan Kemudahan Impor Tujuan Ekspor yang dikenal dengan istilah (KITE) bagi kepentingan kelancaran usaha bisnis para Investor yang menanamkan Investasinya di Indonesia yang penangganannya ditangani  oleh Institusi Direktorat Jenderal Bea dan Cukai (DJBC) yang memberikan kemudahan fasilitas dalam bidang Pengembalian Bea Masuk (BM), atau Cukai serta PPn dan PPn BM terutama bagi komoditas lainnya yang hasil akhirnya adalah tujuan Ekspor. Dengan pemberian fasilitas tersebut, diharapkan terjadinya peningkatan nilai perdagangan dari penerimaan Pajak Ekspor, Membuka usaha lapangan kerja dan pada gilirannya akan terjadi alih transformasi tehnologi bagi kepentingan peningkatan kualitas Sumber Daya Manusia pekerja  Industri Manufaktur yang bergerak di bidang usaha   KITE di Indonesia. Kata Kunci: KITE menciptakan Iklim Usaha Kondusif.

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