Title: eTOM and e-services based trouble-management operations: a large scale telecom case study

Authors: Tung-Hsiang Chou, Jia-Lang Seng, Binshan Lin

Addresses: Department of Information Management, National Kaohsiung First University of Science and Technology, Kaohsiung City 811, Taiwan; Department of Management Information Systems, National Chengchi University, Taipei City 116, Taiwan; Telecommunication Laboratories of Chunghwa Telecom Co., Ltd, Taipei City 106, Taiwan. ' Professor of Information Systems, Department of Accounting, College of Commerce, National Chengchi University, Wenshan 116, Taipei City, Taiwan. ' Department of Management and Marketing, Louisiana State University, Shreveport, LA 70803, USA

Abstract: This research presents an e-service process model for trouble-management operations in a large scale telecom corporation. The model meets the problem-handling readiness of Enhanced Telecom Operations Map. In the past, trouble-management operations in telecommunications provided passive information to clients and lacked real-time active information for customers. Hence, for this study, we have considered composite services to realise our proposal and have tried to use web service techniques to implement a new generation of trouble-management operations in telecom corporations. There are several stages to this research. Finally, this research compares functionalities and performance between legacy and new generation of trouble-management operations.

Keywords: e-services; eTOM; telecommunications industry; telecoms; trouble management operations; web services; online services; electronic services; problem handling readiness; composite services; enhanced TOM; telecom operations map.

DOI: 10.1504/IJTM.2008.020557

International Journal of Technology Management, 2008 Vol.43 No.4, pp.383 - 403

Published online: 30 Sep 2008 *

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