Dublin Core
Title
The Influence of Managed Services in the Mobile Telecommunications Industry in Ghana. A Case Study of Airtel
Creator
Richard Asante Antwi
Description
Considering today’s unpredictable economic climate most organization are required to respond to the most summary pressing business challenges while at the same time constantly evolving their strategies to maintain cost and improve revenue. As Telecoms faces new imperative to deliver some value to every amount that is invested into telecom operations and setup, most companies are looking for Managed Service providers that can help managed technological business risk, managed any
uncertainty, enhance agility and even control cost while at the same time maintaining their core business objectives. (Hewlett-Packard Company, 2002). This study is to explore the level of influence that using Managed Services has on the operations of the Telecom Companies. The study focuses on Airtel Ghana as a case study, and uses cooperation of vendors (MSPs), their adherence to SLAs and cost savings as a means to measure the influence of managed services on the business operations of Mobile Telecommunication Companies in Ghana. Interview was used as the main tool to gather the required information from Airtel and staffs of their four Managed Services Partners (Mahindracomviva, IBM, CSG and Ericsson. The outcome of the data analysis reveal that from the perspective of Airtel respondents and their partners alike, the level of cooperation between MSPs in working together towards service delivery is generally good. However, the MSPs level of adherence to Service Level Agreements (SLAs) is low according to Airtel respondents although the MSPs claimed their adherence to SLA was high. Lastly, according to Airtel respondent there is really no cost savings in the operations from the use of Managed Services contrary to the general assertion that Managed Services reduce cost according to (Alexander and Young, 1996; Sheehan, 1993).
The results however emphasized some benefits as sound technical support and expertise, better human resource management and opportunity to focus on core business.
uncertainty, enhance agility and even control cost while at the same time maintaining their core business objectives. (Hewlett-Packard Company, 2002). This study is to explore the level of influence that using Managed Services has on the operations of the Telecom Companies. The study focuses on Airtel Ghana as a case study, and uses cooperation of vendors (MSPs), their adherence to SLAs and cost savings as a means to measure the influence of managed services on the business operations of Mobile Telecommunication Companies in Ghana. Interview was used as the main tool to gather the required information from Airtel and staffs of their four Managed Services Partners (Mahindracomviva, IBM, CSG and Ericsson. The outcome of the data analysis reveal that from the perspective of Airtel respondents and their partners alike, the level of cooperation between MSPs in working together towards service delivery is generally good. However, the MSPs level of adherence to Service Level Agreements (SLAs) is low according to Airtel respondents although the MSPs claimed their adherence to SLA was high. Lastly, according to Airtel respondent there is really no cost savings in the operations from the use of Managed Services contrary to the general assertion that Managed Services reduce cost according to (Alexander and Young, 1996; Sheehan, 1993).
The results however emphasized some benefits as sound technical support and expertise, better human resource management and opportunity to focus on core business.
Subject
MSc Management Information Systems
Publisher
Ghana Technology University College
Date
August, 2017
Contributor
Dr Lempogo Forgor