Illustrating Telecom's Value to the C-Suite
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Transcript of Illustrating Telecom's Value to the C-Suite
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Illustrating Telecom’s Business Value to the C-Suite … and BeyondPresenter: Leo Berz, Director Professional Services, Telecom – EcovaDate: 04/02/2014
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Goals for this Webinar
1. Offer some level setting around what you can expect from TEM
2. Provide you the insight on how to internally sell in a new program
3. Suggest some ways of improving the results from an existing program
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Agenda
Overview TEM Realities Dispelling TEM Myths TEM Touch Points Does TEM Fit into Your Corporate Goals and Initiatives? Identifying Potential Executive Sponsors Selling Benefits Beyond the C-Level Q&A
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Overview
Enterprises are swamped with programs and initiatives
Most significant programs fail to launch without an Executive sponsor
20% of Executive-initiated programs fail for lack of organizational buy-in*
TEM is critical and all enterprises should have a program of some type
Critical programs must be sold at multiple levels and departments throughout the organization
* Forbes Insight Study
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A Rose By Any Other Name
TEM, TLM, TCM……
Different names refer to the same basic program
Past experience creates a unique definition of telecom management for each individual
– Call Detail Reporting– Billing consolidations– Audits– AP processing– Management reporting– Procurement – Sourcing– Contract management– Inventory management– Help Desk
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Types of Programs
Solution Type Pros Cons
Home Grown • Highly customizable• Low direct cost• Can be built/evolved over time
• Lack of scalability• Resource intensive• Requires self-discipline
Software • Structured program• Can be hosted in the cloud• Embedded industry knowledge
• Utilizes internal resources• Requires self-discipline• Steep learning curve
BPO • People, Process and Technology • Deep industry knowledge• Produces the highest value
• Still requires teamwork• Can cost more• Finding the right provider
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TEM Realities
1. Not all programs succeed
2. Change may be painful but it is required
3. This is not a solo sport, TEM takes a team
4. A successful program requires hard work
5. TEM is not perfect
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TEM Myths
1. TEM is all about savings
2. My job depends on the program’s failure
3. This is not my job
4. A tool will allow us to solve all of our problems
5. If we outsource, we can simply throw it all over the fence
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MOBILE • VOICE • DATACOM
Critical TEM Touch Points
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Common Corporate Initiatives
Increase efficiencies
Expansion (organic or M&A)
Improve customer experience
Employee empowerment
Quicker response to market demands
Improve sourcing
Return to core competencies
Sustainability
Regulatory and/or financial compliance
Protect intellectual property
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Executive Level Hot Buttons
Chief Executive Officer– Achieving corporate goals and governance established by the board– Helping the individual C-Levels remove obstacles that might prevent them from
reaching their goals for corporate initiatives
Chief Financial Officer– Reduce expenses– Manage cash flow– Establish fiscal controls and visibility
Chief Information Officer – Empower end-users with the most cost effective technology to excel in their jobs – Maintain security and protect corporate IP and employee/customer personal
information – Establish fiscal controls and visibility
Leverage Point: The CIO might need to complete a network upgrade but lacks the budget – TEM savings would free up money
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Executive Level Hot Buttons
Chief Operating Officer– The organization is meeting its production/revenue targets– Ensure all functional departments are operating smoothly– Interdepartmental cooperation is high
Chief Quality Officer– Guarantee consistent, high quality products and services – Continue to optimize efficiencies to maximize resources – Instill process improvement and quality work into the corporate culture
Chief Marketing Officer – Understand the competitive landscape – Promote the Enterprises' products and services in the marketplace– Maintain a positive public image for the company
Leverage Point: CMO may need to promote their company’s image - TEM is a very green activity resulting in significant reductions in paper, trash, electricity and carbon footprints
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Key Financial Stakeholder Issues
Accounts Payable - Accurate and consistent GL coding- Tracking of payments, minimize late fees- Accrual support
Comptroller - Full visibility into expense detail- Ability to track budget performance- Ensure expenses are visible to individual cost center and budget owners
Financial Analysts - Financial tracking and reporting by vendor, service and site- Ability to run “what if” scenarios
Internal Auditors - Online access to all financial data - Invoice archives- Proof and reconciliation of payment
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Key IT Stakeholder Issues
Network Engineers, Help Desk and NOC - Detailed inventory of services by type, site and vendor for optimization and
management
Project Managers- Full visibility into all service orders & assurance all services are correctly
provisioned
Wireless Administrator - Procure and track wireless devices, optimize usage, visibility into employee
abuse and resolving user problems
IT/Telecom Manager - Ensure network optimization, control expenses, vendor management & reduce
fraud
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Other Key Stakeholder Issues
HR – Detailed inventory of employee-issued mobile devices, authorization codes,
calling cards and residential services
Real Estate/Facility Management– Inventory of all services installed at each every location
Procurement – Tracking of vendor contracts, full inventory of services and detailed usage data
Legal – Implement and track AUP policies, access to provider contracts ensure
adherence to financial and regulatory requirements
Department Budget Owners – Full visibility and control of their budget, manager visibility into employee
initiated expenses
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Putting It All Together
TEM offers benefits at multiple levels
– Corporate– Departmental– Individual contributor
A successful program requires connecting the associated benefits to the appropriate individuals
Properly set expectations
The more cross-functional and Executive support you get the more successful your program will be
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Q&A
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Thank You for Attending