CT Introduction-Service&Product2013dfsdfsdf.ppt
- 1. China Telecom Corporation Focus, Innovation Optimization
- 2. 1 Overview of CT and Service System 2 Agenda Create value to Partner 3 Innovative Product and Applications
- 3. Overview of CT in 2012 Overview of CT in 2012 Biggest Fixed line operator, biggest PSTN of the world, More than 165 million subscriber Biggest CDMA Operator, more than 170 million mobile user Biggest Internet provider in China, than more 65 million broadband user 2000-2012 FORTUNE500
- 4. Award of CT Award of CT Compare with Int Carriers on Main finance Index 15.9% 49.9% 34.6% 51.7% 9. 7% 32.8% 20.2% 55.7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 收入利润率 EBITDA率 经营现金流 收入比 资产负债率 Profit margin EBITDA Cash flow/ Revenue Asset liability ratio CT Int Carriers
- 5. Strategy Strategy 企业使命 Corporate Mission 战略目标 Strategic Goal Let the customers fully enjoy a new information life 经营理念 Operation Philosophy Be a world- class integrated information service provider Pursue mutual growth of corporate value and customer value Customer first Service foremost 服务理念 Service Philosophy Centered around the strategy of "Customer- Centered around the strategy of "Customer- focused Innovative Information“, focused Innovative Information“, To be one of the leader in the integrated To be one of the leader in the integrated information services providers information services providers
- 6. The transformation goals in the next three years The transformation goals in the next three years Information-based Based on the infrastructure construction in information and telecommunication, Enter the new areas of IP telecommunication 、 IT technology 、 information& information application and “3I” Customer-focused Develop new information areas, focused on the new demands 、 excavate 、 fulfil and the value rebuilding in information construction from our regular clients, Customer first, organize operation and deliver resources based on the customer Innovations It’s the constant innovation in developing new information areas and it’s based on customers’ work and system innovation Holding on the combination in peoples innovation 、 efficient innovation 、 independent innovation and value-chain cooperation • ICT • Information • APP • IT • IP • “3I” • IPTV Innovation Customer Focus Full Info provider • Chance
- 7. Professional One Stop Service of the Last Decade Professional One Stop Service of the Last Decade CT is the first telecom operator in China to provide One Stop Service and owns the most mature service channel One stop service for LL, IPLC, IEPL, MPLS VPN, iVPN and industry applications Single point of contact brings you full services Full End to End One-Stop-Shop Service One Interface SI & Outsourcing One Interface Consultation One Interface Ordering One Interface Billing One Interface Technical Support One Interface Fault Report China Telecom Headquarter VIP Department China Telecom Provincial VIP Department & Oversea Branches China Telecom Local City VIP Department Chief Account Manager
- 8. Local G&E Dept CTSI/Network /R&D Centers HQ G&E Dept Marketing System Support System Provincial G&E Dept Cluster Enterprise Govern -ment Process Provincial SI/Network Maintenance Local SI/Network Maintenance Support Align Process Same KPI Same Goal Customer Oriented Sales & Service System Customer Oriented Sales & Service System Built 3 professional level Vertical sales Sys Central Key product/App planning Efficient flat process management Close Cooperation with related support Dept Embedded staff from networks Dept ICT support Project oriented work flow Associated KPI SME Finance SME SME Cluster Cluster Govern -ment Finance Enterprise Align Process Align Process
- 9. Branch 1 of Customer Branch 2 of Customer Branch n of Customer HQ of customer Local Account manager 1 Local Account manager 2 Local Account manager n Chief Account manager Industry Manager in CT HQ Chief Account Manager Mechanism Chief Account Manager Mechanism Customer Oriented Account team Customer Oriented Account team Vertical and flat management sys CAM is the head for one customer, be responsible for total revenue, service and HQ relationship of this one, coordinate related party in CT Internally Goal of this Mechanism Goal of this Mechanism Optimize service window to customer Optimize sales organization and workflow Provide better customized and differential service Customer Scope Customer Scope Top customers in each industry such as government, Financial and commercial customer CAM for oversea carriers in HQ
- 10. Salary Scheme Salary Scheme Base Base Survival Reasonable Performance Performance Key part Push AM to try the best Bonus Bonus Trail phase Go to beyond themselves Base Performan ce Bonus
- 11. Embedded OSS Mechanism Embedded OSS Mechanism Provide more professional, solution Tech support, Product R&D Fast Feasibility checking of solution Provide seamless workflow internally More smooth communication internally Reduce the fault caused by the same problem Specific service manager to partner Pre-Sale Phase Product support Delivery Phase Project management Local Access Management Express service Test and handover Service Assurance Difficult problem analyse and removal Regular meeting and Fault report Engineer from Network Operation and Maintenance Dept embed VIP Dept As Expert Industry Info Solution Tech workshop Bidding solution support Product R&D
- 12. Continued Enhancement On E2E OSS Continued Enhancement On E2E OSS 2007 年 2005 年 2009 年 Lead time and MTTR from un- competitive to good service level Set Up Business Interface Launch BOSS System Establish CNOC and GCSC Classified SLA to carrier partners Optimize B end service process Enhance fiber coverage in Northern China Delivery Lead time and MTTR reach good level Setup differentiated service system to meet different requests, provide SLA Standardize OSS specification and document Setup ICT OSS service system Strengthen capability in Project Management Setup OSS system for ICT service to meet customer request Start the convergence app, provide single invoice service Provide Electronic interface to partner, including E-platform and Call center hotline Product oriented Total solution oriented 2002 年 Provide Convergence service and improve level of ICT OSS ， closely partnership with oversea carriers
- 13. Performance of CT G&E Dept Performance of CT G&E Dept • Extended Integrated Info service scope, Industry App play a important role •Non-Voice revenue increase is the key increase index of CT • Mobile service plays Significant role in overall revenue Increase:61.6% Increase23.85% Revenue of G&E Dept in 2012 9 Million Mobile user added 14.628 23.634 11 12 Unit: Million 2.23 Million broadband user added 9.369 11.604 11 12 Unit: Million 852.0 944.0 -32.0 26.2 24.1 64.1 Unit ： 100 Million Increase ：-11.2% 89.4% 14.0% 9.5% 2.9% 8.1% 10.2% 2009 Fixed Internet Value added Mobile 2012 Draw ： -3.8% 3.5%
- 14. Improvement of Service Level Improvement of Service Level 2002 2012 Continuously Improve OSS Level 2002 2007 2009 2010 Quotation 10 Biz days 3 Biz days 1 Biz days 1 Biz days Soft Change 25 Biz days 20 Biz days 15 Biz days 5 Biz days Lead time 45 Biz days 30 Biz days 25 Biz days 25 Biz days Expedites 25 Biz days 15 Biz days 10 Biz days 10 Biz days MTTR 8 6 4 Average 1.8 4 Average 1.8 Project report On request by mail/call 2 Weeks update Weekly report Weekly report Fault Report N/A Simple(Chi nese) Detailed (English) Detailed (English)
- 15. 1 Overview of CT and Service System 2 Agenda Create value to Partner 3 Innovative Product and Applications
- 16. Request Change Vs. Telecom Trend Request Change Vs. Telecom Trend Industry Application Information service Convergence Application Multi-Method Connection Managed E2E Networks Wireless Access Managed Network Equipment Rental Network Outsourcing Call center, Disaster Recover Desktop application ICT Meet Basic Requirement – Voice – Private Line – Internet access Expended Request Telecom Request 3 Industry Trend Full service Operation Bundled Convergence Mobile Internet
- 17. Mobile Internet Era is Coming Interactive Social Network One Way Access Web 2.0 Web 1.0 Mobile Internet Internet has changed from one-way access mode to interactive SNS service mode − Web 2.0 − SNS 3G network enables high speed wireless Internet access Development of Chipset technology makes smart terminals portable
- 18. Capacity, Integrating, Innovation, Convergence Fixed Line Mobile Satellite 4Mb/s Satellite VSAT 3G Mobile Micro-wave Voice SMS poisoning Internet app. multimedia high speed Broadband Internet PON 512Kb/s~8Mb/s 100Mb/s~1Gb/s Consulting 118114 Oursourcing What customer needs are not only phone, circuit…… High quality connection ＋ informationization solution Call Center Convergence Application Security Fix + Mobile + ICT Convergence & Total Solution Demonstration + Experiencing + Customized Solution Differentiated Full Service Advantage
- 19. Black Berry Voice VPN Video Monitor Video Call E-sufing Talkback Mobile OA Logistic Location APP On site Law enforcement Mobile Pay Coordination communication Business APP – Working Phone 3G Internet “Work Phone Group” Convergence Application Working Phone VPN Mobile OA MNC Customers: Amyway, LG, Coco cola, Fuji Xerox, etc Encryption Talk 3G Applications 3G Applications
- 20. E-Gov Safe City City mgt. Government Business Police Tobacco E-Declaration Quality Control …… Emergency Environmental Law Wireless Pos Phone Bank SI outsource Finance Voice bank Remote loss Security Disaster Recovery Assurance Agent …… Call Center Mobile Stock Coordinate Tel Informationization Solution Informationization Solution Enterprise SI IT outsourcing video surveillance Netcare disaster recovery security Marketing care E-Logistics …… consultant Switchboard Car Society Digit school Digit hospital Digit park Digital instry Best tone E-payment E-exhibition Call center …… Travel & Hotel Store Assistant informationization
- 21. Popular service- IDC and DR service Popular service- IDC and DR service CT ： Largest DC vendor in China Start from 1997 – Data Center is strategy service – More than 70% market share More than 200 DC all over the nation – 5 diamond 5-star center – 35 4-star center Perfect power, air condition and maintenance system Efficient Emergency process 2009 China Outstanding DR Provider 云南 江苏 浙江 安徽 江西福建 辽宁 台湾 上海 （6 ） 黑龙江 广东 吉林 内蒙古 北京 天津 河北 山东 河南 湖北 湖南 广西 海南 贵州 四川 山西 陕西 宁夏 甘肃 青海 西藏 新疆 重庆 乌鲁木齐 兰州 西安 成都 南昌 九江 长沙 武汉 杭州 金华 温州 福州 无锡 苏州 南京 深圳 广州 湛江 惠州 东莞 云南 江苏 浙江 安徽 江西福建 辽宁 台湾 上海 （6 ） 黑龙江 广东 吉林 内蒙古 北京 天津 河北 山东 河南 湖北 湖南 广西 海南 贵州 四川 山西 陕西 宁夏 甘肃 青海 西藏 新疆 重庆 乌鲁木齐 兰州 西安 成都 南昌 九江 长沙 武汉 杭州 金华 温州 福州 无锡 苏州 南京 深圳 广州 湛江 惠州 东莞 Chengdu Shanghai Guangzhou shenzhen Beijing ITIL operation Sys ISO27001 certification 1.Setup DC 2.Setup DC backup 3.Setup DR center Memory Date security ServiceCo ntinuous MC Comand Center DR area
- 22. Cheng du Xi’an BJ SH GD National level and Provincial Level DR center. Plenty of resource and experience in networks More than 30 expert got BCI certification, will exceed 100 stuff in the near future 。 Popular service- IDC and DR Capability Popular service- IDC and DR Capability Expert term BJ SH GZ … … Fast local response BCP Consulting Risk Analyse DR Planning DR constructing Value Added DR Drill BCP/DRP Design
- 23. Popular service- IT outsourcing Popular service- IT outsourcing WAN & LAN DTU PBX Video sys Call center Desktop Client/Server Application …… Scope Service model Dedicated Engineer On Site Service Remote + On Demand Help customer to reduce operation cost, improve the service level Hardware （ PC server 、 UNIX server 、 Storage 、 Networks terminal, Firewall ） Software （ OS, App Database, Middleware ） Equipment leasing
- 24. Exploration and Practice: Internet of Things Exploration and Practice: Internet of Things Logistic • Car location • Car video monitoring • Cargo Dispatch Energy • Excavation date collecting and video monitoring • Oil well monitoring and optimization • Remote Electric meter reading Government • Traffic Monitoring • Fire control Monitoring • Pipeline Monitoring Finance app • Wireless POS • Wireless ATM • Wireless Auto Vending machine Security • Video monitoring • Digital Patrol • Intelligent Recognition • Emergency linkage Manufacture • Elevator Monitoring • Equipment Auto monitoring • Auto Industry App Medical • Wireless Ward checking • Remote Health care • 120 Emergence data collecting Environment • Pollution online monitoring • Air monitoring • Real time Noise monitoring Architecture • Digital Energy • Digital Fire control • Digital building • Intelligent Home Appliances Agriculture • Greenhouse Monitoring • Producing line system CT already provide more than 30 app in 10 industries Internet of Things Application
- 25. Edu Frame of CT Cloud Compute Frame of CT Cloud Compute Application Cloud Capability Cloud Resource Cloud Networks Cloud server Cloud storage Op en Pla tfo rm Develop with partner to provide Intelligent Cloud platform S O S Government Web Portal E-learning CT capability Customized Com micP aaS Desi gnPa aS Logi stic PaaS SMS NMS Location Collaborat ive M2M Certificati on Billing Mobile Internet IMS CN2 SME Finance Assurance M-Agent CRM Sale care Logistic College E-Gov City Admin E-Police E-tax General Desktop Call center Security Location Medical Small HIS 。。。 Equipment ISO27001 Networks Server Data Security Secu rity Clou d Mail server M-Stock Store Assistant
- 26. Case Study Case Study ：“ ：“ Mega-Eyes” Video Surveillance Mega-Eyes” Video Surveillance Flow Monitor Cross-border Monitor Environmental protection Super Market Chain Wild used in Security, City management, emergence, traffic, Water conservation, Energy, Assurance, Hospital, Logistic, School, Gas station, etc. Covered more than 20 industries and 300 thousand sites now.
- 27. Device Fault Report Report via Phone or WEB Call-Center Online-Center Log Cusromer Information and Problem Details, Forward to relevant department. Can not be solved remotely Remotely Solved Case -1 End Dispatch tickets Confirm schedule of Onsite Engineer, and Dispatch the most appropriate one . On-site Engineer GPS ： 1. Locate the customer’s address ； System ID ： Know about basic information of the device Repairing Log PLC card info scanning record Fault Eliminated I n q u i r e t h e M a n u a l Remote Video Support C a n n o t b e s o l v e d Customer signature and maintenanc e record printing Case -2 End SM S Hospital Simulation: Change the card Verification of device info Case Study 2 Case Study 2 ： ： Mobile Post-Sales App Mobile Post-Sales App
- 28. Case study 3 Case study 3 ： ： Sales Force Automation Sales Force Automation CT support Amyway “E-commerce” sales application, Amyway sales easily carry out customer management, Simul ation make-up, performance research, on-line ordering, etc E-commerce subscriber is more than 10,000. E-Commerce Sales Care Simulation make-up CRM Order On-line Info Search Skin test 线路管理 客户管理 终端 KPI 管理 订单补货管理 目标管理 促销执行管理 Hisense is a famous Appliance man ufacturers in China, “Sales Care”hel p Hisense sales easily upload data, st ore inspect, so HQ can make correc t decision by using these data More than 5000 subscribers in Hisense
- 29. 1 Overview of CT and Service System 2 Agenda Create value to Partner 3 Innovative Product and Applications
- 30. Engage the partner who has Mature product, customer relationship and sales channel Provide customized Application service Open platform, Innovate App actively Customer management Open Communication and Capability Platform Unified Communica- tion SMS Positioning Video Monitor Order Delivery Management Security Network Management Bedsides bandwidth service ,we can do more together!
- 31. Opening discussion……… Find new opportunity to create value to Wolamart! Continue to improve service to Partner! Care for customer feeling, Improve service level Care for customer feeling, Improve service level Performance Index Detailed care
- 32. 谢谢！ Thank You!
Editor's Notes
- #6: 未来3年转型战略具有四大特点： 1、A+B模式的转型 即转型不是A→B，进入纯粹的IT和信息内容等信息服务领域不是转型的目标；转型也不仅是A→A+,仅仅从事通信领域、不向信息化应用领域拓展是不够的，而是应聚焦在“3I”交融的信息化“黄金机会”，即通信与信息服务的融合,A →A+B 2、价值链合作提升到价值链融合创新的新阶段 信息化发展使得产业链界线模糊、相互融合 3、转型确定的目标战略领域被聚焦在明确的区域内，但不能事先穷尽所有的战略业务 4、转型重点在于既有客户的价值重构 也就是说战略领域发生很大变化，而客户却没有变化，转型是对现有客户的价值重构
- #14: 补充近几年情况。
- #18: 中国电信拥有一个以光缆为主、移动通信、卫星和数字微波为辅的全方位、大容量、多手段、高速率、安全可靠的立体通信传输网络。