Telecoms Business Environment
This module provides a comprehensive look at the evolving telecoms business world – from shareholder to customer. It looks at the key business goals, the changing competitive landscape and wider market, and the underlying technology – as an enabler for the customer proposition (services, products and applications).
The module sets the context for the entire programme, and covers key elements of the business environment in which telecoms companies find themselves. The requirements and position of shareholders, telecom operators, vendors, service providers, partners, and very importantly, the customer, within the industry are all examined.
Finance For Telecoms Professionals
This module is designed to deliver an excellent grounding in business finance and has been developed to ensure those working within telecoms feel confident in their understanding of financial matters as they relate to their business. Students work through case studies set in a telecoms environment. They explore best practice for business case evaluation, the principles of financial accounting and calculating key ratios, financial management, sales and cost behaviour, and evaluating business cases and cash flow forecasts.
Overall, the student will develop the ability to analyse and apply financial principles, ensuring they are more commercially grounded and aware of the financial implications of their decisions.
Marketing Communications Services
Ensuring the provision of a viable and competitive customer proposition is vital to the success of a telecoms operator, and in turn, the telecoms vendors (handset and network), and service providers. A key element of ensuring that success is communicating the proposition effectively.
This module provides useful insights into marketing and positioning strategies employed within the telecommunications industry. It focuses on assessing that the right products are developed within different market environments, and that marketing communications are effective, focused and timely.
Operating Effectively in Telecoms
This module looks at the organisation, operation and procedures of companies within the telecoms industry. Whether you work for an operator, vendor or service provider, understanding the way telecoms operators operate internally, and interact and manage their vendors and suppliers is the key to effectively aligning business competency and delivering organisational success.
The operational environment is analysed – identifying major divisions and responsibilities, and key functions and interrelationships. Processes and procedure flows are then looked at in the different areas of Marketing and Sales, Provisioning, Engineering Processes, Fault Reporting and Rectification, Billing and Charging, and Customer Care. Finally, the module takes a comprehensive look at both Operational Support and Business Support Systems.
Technology underpins all business activity within the various Telecoms sectors, and all professionals working within the industry should understand the impact of technology evolution on company strategy and positioning. This module outlines the fundamental technology concepts and explores the various technologies that support modern communication services, including those that underpin next generation mobile, fixed, and converged networks and services.
This module looks at technology as an enabler, providing an excellent grounding in modern techniques – including capabilities, limitations, basic operation, and both relative complexity and cost. The systems are broken down into the fundamental building blocks that enable even complex systems to be easily understood at an overview level.
Project Management in Telecoms
This module concentrates on the essentials of building a credible project plan within the telecoms environment – ensuring that this plan is aligned with the overall strategy of the business and achieves goal congruence with other projects, is financially viable and survives the inevitable changes and crises that affect so many projects.
Overall, the module is designed to help participants focus their attention effectively and understand the tools and techniques required to deliver projects successfully. It also explores the management and leadership skills required for a competent project manager, including business planning, financial management and project/operations management.
Customer Engagement and Branding in Telecoms
As telecommunications technologies, applications and user requirements evolve, the range and diversity of products and services available to customers is expanding rapidly and competition is intensifying. This is leading many telecoms companies to shift their marketing focus away from a generic product- and technology-based approach (4Ps) towards delivering a tailored customer experience, developing a deeper relationship with their customers throughout their lifecycle, integrating rapidly-changing technologies and business models in creative and innovative ways, and delivering long-term relevance to customers.
In this context, “Us to Them” marcoms is losing impact in telecoms as customers increasingly demand equal voice in their dialogue with their service providers. Alongside other elements of the evolved telecoms marketing mix, marketing communications in particular has a major role to play in improving two-way engagement with customers and in developing a long-term dialogue that contributes to the sustainability of the customer relationship.
Most often, the key way to build competitive advantage is through developing an effective customer proposition, and this is a central theme explored throughout this module.
Furture Business Models for ICT Players
This module provides a solid understanding of the business models, including the related technologies, services and the market, relating to next generation telecommunications and the convergence of telecoms, Internet and broadcasting.
It explores the market conditions and related trends for converged and multi-play services, and after defining Multi-Play and the Triple-Play/Quad-Play options, case studies are used to analyse the business models being employed in this increasingly important market segment.
Specifically, the agenda includes a review of ‘legacy’ business models, the requirements for generating revenue from content, the resulting next generation business models, converged billing, and converged services, Triple-Play and Quad-Play Services, partnerships and alliances, Internet business models and a consideration of CAPEX and OPEX for Converged Networks
Customer Relationship Management in Telecoms
CRM systems offer increasing capabilities for capturing customer information and tailoring a more intimate and effective service to the customer. However in the Telecoms market competitive forces and changing customer expectations are presenting real challenges to customer loyalty and retention
CRM offers a number of proven tools for increasing customer satisfaction, increasing revenues and minimizing cancellations. This module offers insights, strategies and techniques for building customer loyalty and winning more business in competitive Telecoms markets. It provides a thorough overview of CRM systems and practices and their role in meeting the needs of the increasingly sophisticated Telecoms customer. Proven solutions are explored for increasing customer satisfaction and increasing customer value, including how they can be effectively implemented.
Sales & Value Chain Management
One of the key areas that changes most from market to market, or from telecoms sector to sector is the way in which both sales and distribution channels are organised. However, despite the many varied models, there are key concepts which underpin all successful sales and distribution set-ups. This module has been designed to explain both the key concepts and how they are applied in the various telecoms markets and sectors.
The module identifies criteria for judging success, and looks at how to analyse effectiveness within a strategy. Aligning the sales and distribution model with the overall business strategy – and bringing about significant change in order to re-align and maximise success are explored in some detail.
Budgeting & Forecasting in Telecoms
Effective financial control is at the heart of any successful business. This module provides a rigorous look at budgeting and forecasting best practice. It builds on the Finance for Telecoms Professionals module to provide an excellent foundation in modern business finance practices. Budgeting processes and control systems are explored in detail, including a look at effective budgeting control tools and reporting practices. Forecasting, including its underlying principles and processes, is then explained and discussed to ensure participants have the tools and confidence to contribute effectively to the overall forecasting requirement.
The examples used are telecoms-specific, ensuring participants build confidence in using the techniques within the work environment. Practical examples and exercises ensure the learning is directly applicable in the work place.
Access Network Technologies
- Access Network Requirements
- Wireline Access Technologies
- Digital Subscriber Line
- Fibre Distribution
- Wireless Access Technologies
- 3GPP Networks UMTS, HSPA & LTE
- 3GPP2 Networks
- Wireless LANs and WiMAX
- Short-Range Wireless Technologies
- Access Network Architectures & AAA
Connected TV – Internet Protocol for Television Transmission
- Digital TV Technologies
- Digital Broadcasting Standards
- Digital Processes
- Mobile Video
- IP Video
- Internet Video
- Digital Rights Management (DRM)
- Developing Video Technologies
- Case Studies
Managing Services, PCC and Billing
- Billing Principles
- Online Charging
- Offline Charging
- Next-Generation Billing
- Billing for IMS Services
- Policy Control and Charging (PCC)
- PCC Architecture and Procedures
- OSS and BSS
- Maximising OSS and BSS Potential
- Billing for Roaming Services
- Revenue Assurance