Problem Statement:
Suppose a new telecom company has established its setup inPakistan, They want to introduce various packages i.e. Calls, SMS and Value added services for users.
Now you have to define the requirements in user perspective as well as in organizational perspective by following the first three phases (Research, Modeling and Requirements) of the Goal-Directed process model.
Hint: Consider the first phase of the goal directed model which is research. This phase is
about gathering the requirements of the users and/or other stake holders who are related
to the telecom sector. This model will have to take into account, the requirements of the users and the business needs. In similar fashion propose and explain the others two (Modeling and requirement) phases in terms of goal-directed model.
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Research in User and industrial Perspective
When a new Telecom company is going to be launched in any country, sayPakistan, Research in the form of survey is done to gather the information about requirements of the users of telecommunication service in both user and Industrial Perspective.
This type of research includes;
- Observing the people that wether or not they are satisfied/dissatisfied by using current telecommunication services like Voice, SMS, MMS, GPRS, WAP, conference calling and many more and what are the demand according to the user’s need.
- Company Designers, researchers and developers also take care of the company’s turnover i.e. It is kept in mind that such services should be introduced that attract more users which in turn generates greater revenue.
For Example, in early days there was only voice service and people had to charge for incoming and outgoing calls. Then by the evolution of technology and customer demands new services has been introduced like SMS, MMS, conference calling, Call forwarding, Call block, Internet onMobileso on.
- Research regarding coverage issues is also of concern for the company and user.
By covering more areas, number of users will be increased and in turn company earns big money and people from all over the country get benefit.
Interviewing from stakeholders in different matters .They is questioned:
ü Why stakeholders have launched such product and for what purpose.
ü What are the technical constraints they are facing in launching and in making the product successful?
ü In this step the points of conflicts are considered which are due to different interests of users and business.
ü Then the view of stakeholders is noted that what position and views the users have in their minds of their products, services and brand name.
Modeling:
In this designers analyze the data collected, Specific designs are chosen for specific task/ goals and set the priority for every task based on how broadly each goal encompasses the goals of other processes
.i.e. Goals of Telecom company that have planned to establish in the country and a survey has been made in research phase like The introduction of new technology, services and Coverage plan that are beneficial for users and company as well. It is basically a decisive step in which it is decided what is actually offered to users keeping in view customers’ needs and company’s goals.
Requirements in User and Industrial Perspective
As discussed in the Research phase that analysis is made on the demands and requirements of the customer regarding the Telecommunication services by implementing latest technology that can make a joyful experience for user and revenue generation for Company.
Requirements can be defined by considering the following steps
- Research regarding coverage issues is also of concern for the company and user.
By covering more areas, number of users will be increased, in turn company earns big money and people from all over the country will get benefit, but to accommodate and process the more number of calls company Require to install latest technology to avoid any congestion in traffic.
- Objective of design is focused then vision statement is decided .Vision statement comprises of objective of Telecom Company.
- This step considers the highly innovative and creative ideas to satisfy customers.
- Then, it is focused that what the customers are expecting from the Telecom Company. The expectations may be:
ü Cheap call and SMS rates.
ü Wider Coverage
ü Immediate response on rectifying the faults to make user satisfied.
ü Maintenance of the telecom equipment to avoid any complaints from users.
ü Continuous call drops and coverage issues can lead the customer to change the Telecom operator company on some other network.
ü Trained employees at call centers in order to note and to reply the complaints of customers.
ü Innovative and modified services to satisfy and to retain customers.
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