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    BEHIND THE VEIL OF CONVERGENCE:
LAUDING LOGISTICS
 
    The new Challenges of Convergence for communications companies
include mastering new complexities in customer order fulfillment –
in a competitive world, speed, accuracy and efficiency become a differentiator.
 
   

October 2003 - IGB Grant +1 514 849 3508
& Brian Sharwood +1 416 413 9381

 

 
    KEY HIGHLIGHTS:  
 

  • The perception of the telecommunications service provider, its
    distinctiveness in the mind of the consumer, is tied to activities that are
    not core to the substance of service provision. The quick and efficient
    receipt of the associated hardware – "just-in-time" activities that have
    not, until now, been a key part of the business-to-consumer supply set – will
    become a differentiator in an increasingly competitive market.
  • As the communications industry evolves, product options will become still
    more complex. As the industry explores potentials to productize new
    capabilities; wireless options and VoIP solutions, as examples, process
    complexity will increase. This increased complexity will force still more
    changes in back-end processes to get product to customers faster, and
    with more attention to detail than competitors.
  • A key component of that customer care, order fulfillment and the
    “ Logistics” that drive that fulfillment, will become both more complicated
    and more critically regarded. Many suppliers, many processes, many
    different types of business – more balls to juggle. Added to that
    complexity is customized software that must be loaded onto hardware
    and packaged to include customized invoice and packing lists.
  • The 21st century model of fulfillment is not an easy job. It requires a
    mixture of sometimes contradictory skills. One has to be solid in process,
    but very flexible to changes. One has to have a hands-on, individualized
    customization capability – which suggests a high ‘human element’ - but
    use the latest in technology to ensure consistency and scalability.
  • As telecommunications companies reinvent themselves – new compound
    product bundles, new specialized and customized products and more
    unique market niches – these post-convergence products will require still
    more complex logistics.
  • Sales and delivery modes are evolving too – from bricks-and-mortar retail
    and call center delivery, to web-based retail. Product sets will expand and
    inter-work with non-traditional products, yesterday’s telecom logistics will
    not be able to cope. We believe significant changes will be needed.
  • SeaBoard will be continuing to examine other facets of the challenges
    facing carriers as they continue to explore new product sets, packages
    and the potentials of technology in upcoming reports.
 
   

 

 

 

   


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Thursday, 15 November 2018

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