Over the years, we have had the privilege of working with a range of telecommunications service providers. We’ve seen many succeed and some fail to reach their potential.
In the latter case, it’s often because their support systems are not in line with their organizational lifecycle (OLC).
The OLC covers the five stages in an organization’s life: start-up (birth), growth, maturity, decline and revival (diversification).
There are three influences on all of the OLC stages:
- Administrative – as the size and number of stakeholders increase, so does administrative complexity.
- Increased complexity – drives the need for more sophisticated organizational structures, information systems and decision-making styles.
- Transitional behaviors – companies generally alternate between stages that establish and renew competencies; and exploit the competencies by becoming more efficient.
With these influencers in mind, below we’ve listed the activities and attributes along with system support needs for each phase of the telecommunications service provider lifecycle:
Precision has worked with companies in all phases save the decline phase, we’re happy to report. Based on our experiences, we’ll offer a few recommendations:
- Before changing support systems, do a deep dive on what currently works and what problems you need to solve.
- Consider whether you have the right people and processes in place.
- Would you benefit most by implementing a new system or acquiring expertise to help define and establish best practices? Or both?
If you decide to implement a new system, make sure your vendor partner is a cultural fit because you are engaging in a long-term relationship. Consider scalability and flexibility and choose a partner that can grow with you. Think about integration options because no system stands alone. Know that migrations are hard. And choose wisely.