Converged Service Management Case Study
The internship is completed at the Vodafone Group, location Maastricht. The Vodafone Group is a leading telecommunication operator company with operations in 26 countries and partner markets in 51 countries connecting 465 million customers worldwide. Vodafone has been present in the Netherlands since 1999. It is currently the 2nd largest mobile operator in the country, offering both consumer products and business solutions. Since the 1st of January 2017 Vodafone Netherlands has formed a joint-venture with Ziggo Nederland BV under the name ‘VodafoneZiggo’.
In September 2016 Vodafone created a new service named the ‘Converged Service Management’ within Vodafone’s Technology Department. The CSM handles all the services that are offered to larger …show more content…
They are expecting the number of customers that are serviced by them to grow rapidly in the near future. This expected growth is a result of the positive feedback from customers and adaptation within Vodafone sales (who are selling the service). Despite growth being a positive factor, a team also needs to be ready to handle this growth. Unfortunately, there is no fixed way to innovate in this market but, CSM Vodafone aims to find a balance between working efficiently, making a profit for Vodafone and provide customers with the best service possible at the same …show more content…
• Working together with the Business Intelligence team to make an implementation plan on the ‘new’ reporting.
4. Boundaries
This chapter gives an indication of the scope of the assignment.
The internship focusses on the Converged Service Management department, specifically on the future of this department and how they can get there. This is manageable because at this moment the department consists out of only 2 converged service managers, but it is expected to grow a lot.
The internship starts at 23-01-2017 and ends at 07-07-2017 and is expected to be completed and handed over within this period. As a result of the limited time available, only partial implementation is possible. Because not everything can be implemented, such as automation of reporting, a full implementation plan is required to be part of the end product.
A concept report will be handed over to the mentor after 10 weeks. 2 weeks before the end of the internship the draft final report will be completed, then after 1 week, the final report must be completed. 5. Products
0. Preperation – University documents
Concept /Final Action Plan
Concept / Final Competence Plan
Concept/ Final
In September 2016 Vodafone created a new service named the ‘Converged Service Management’ within Vodafone’s Technology Department. The CSM handles all the services that are offered to larger …show more content…
They are expecting the number of customers that are serviced by them to grow rapidly in the near future. This expected growth is a result of the positive feedback from customers and adaptation within Vodafone sales (who are selling the service). Despite growth being a positive factor, a team also needs to be ready to handle this growth. Unfortunately, there is no fixed way to innovate in this market but, CSM Vodafone aims to find a balance between working efficiently, making a profit for Vodafone and provide customers with the best service possible at the same …show more content…
• Working together with the Business Intelligence team to make an implementation plan on the ‘new’ reporting.
4. Boundaries
This chapter gives an indication of the scope of the assignment.
The internship focusses on the Converged Service Management department, specifically on the future of this department and how they can get there. This is manageable because at this moment the department consists out of only 2 converged service managers, but it is expected to grow a lot.
The internship starts at 23-01-2017 and ends at 07-07-2017 and is expected to be completed and handed over within this period. As a result of the limited time available, only partial implementation is possible. Because not everything can be implemented, such as automation of reporting, a full implementation plan is required to be part of the end product.
A concept report will be handed over to the mentor after 10 weeks. 2 weeks before the end of the internship the draft final report will be completed, then after 1 week, the final report must be completed. 5. Products
0. Preperation – University documents
Concept /Final Action Plan
Concept / Final Competence Plan
Concept/ Final