纽约案例库Resumen Ejecutivo Gran Público Rev3 Inglés - Executiv.pptVIP

Pag. * of 17 Plan de implantación de mejoras el Mercado Residencial de Telefónica Dirección General Organización y Sistemas de Información - Confidencial Restringido theend.ppt Issue 1, 3 April 1998 Proposed Improvements and Implementation Plan for the Processes and Systems Supporting Customer Care in Basic Telephony for the Residential Market 3. Executive Summary Page 1 Executive Summary 3 2 Vision 8 3 Current Situation 10 4 Implementation 13 5 Significant Issues 17 This is an executive summary of the detailed report that the joint IBM / Telefónica Project Team produced over 3 months between January and March 1998 on the business processes, organization structure and information systems supporting Telefónica’s Residential Market for basic telephony. The scope of this project affects approximately 31,000 staff and an annual revenue of 800,000 million pesetas. 0. Table of Contents There is a significant opportunity for Telefónica to increase its productivity by changing the business processes, the organizations, and the information systems. Doing this will deliver annual operating cost savings of 72,500 million pesetas by the year 2001, and deliver a quality of service which will differentiate Telefónica from its competitors. To achieve this, an estimated investment of 32,300 million to 66,400 million pesetas in information systems for software, hardware, data conversion, and training will be required over the next three years. 1. Executive Summary (1) SHORT TERM 6 to 12 months MEDIUM TERM 12 to 24 months LONG TERM 24 to 36 months REQUIRED INFORMATION SYSTEMS INVESTMENT OPERATING COST SAVINGS Total Annual* 10 years NPV** 9,600-24,500 9,200-23,900 13,500-18,000 Process Change Organizational Change 13,200 7,200 19,100 166,800 27,200 14,000 19,000 19,000 161,600 26,300 72,500 21,200 54,900 115,300 443,700 TOTAL 32,300-66,400 * Total annual operating cost savings, excluding rationalization costs and Information Systems maintenance. Excl