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Management Information

System

Operating Support System


Management Information
System
TOPIC:
Operating Support System
Presented to:
Ma’am Maria Shahid

Presented by:
Aqsa Nawab
Rabia yahya
Iram shahzadi
Farhat
Iqra
Definition
Definition

IsIsaaset
setof
ofprograms
programsthat
thathelp
helpaacommunications
communicationsservice
serviceprovider
providerfor
formonitor,
monitor,
control,
control,analyze
analyzeand
andmanage
manageaatelephone
telephoneor
orcomputer
computernetwork.
network.

Used
UsedBy
By

Network
Networkplanners,
planners,service
servicedesigners,
designers,operations,
operations,architects
architectsand
andengineering
engineering
teams
teamsininthe
theservice
serviceprovider.
provider.
Objective
Objective

Basic
Basicobjective
objectiveofofthese
thesesystems
systemsisistotoimprove
improvethe
theoperational
operationalefficiency
efficiencyofofthe
theenterprise.
enterprise.
As
Asthese
thesesystems
systemsare areconcerned
concernedprimarily
primarilywith
withoperations,
operations,they
theyuse
useinternal
internaldata
dataprimarily
primarily
for
formanagers
managersatatthethelower
lowerlevels.
levels.

New
NewOSS
OSS

Digital
DigitalSubscriber
SubscriberLine
LineTechnologies
Technologies(xDSL),
(xDSL),Wireless
WirelessLocal
LocalArea
AreaNetwork
Network(WLAN),
(WLAN),3G 3G
mobile
mobilecommunication
communicationsystems,
systems,Next
NextGeneration
GenerationNetwork
Network(NGN)
(NGN)and
andVoice
Voiceover
overInternet
Internet
Protocol
Protocol(VoIP),
(VoIP),has
hasbrought
broughttelecommunications
telecommunicationsoperators
operatorswith
withnew
newbusiness
business
opportunities
opportunitiesasaswell
wellas
aschallenges
challengesofofnetwork
networkreform.
reform.InInthe
theprocess
processofofnetwork
networkreform,
reform,
the
theOperations
OperationsSupport
SupportSystems
Systems(OSS)
(OSS)ofofthe
thetelecommunications
telecommunicationsoperators
operatorsisisfacing
facing
structure
structureadjustment
adjustmentand
andconstruction
constructionofofnew
newsystems.
systems.AAnew newOSS
OSSadaptable
adaptabletotothe
thenew
new
network
networkcannot
cannotbe
bebuilt
builtwithout
withoutthe
theguidance
guidanceofofrelated
relatedspecifications
specificationsand
andstandards.
standards.
History
History

Before
Before about
about 1970,
1970, many
many OSSOSS activities
activities were
were performed
performed by by manual
manual administrative
administrative
processes.
processes. However,
However, itit became
became obvious
obvious that
that much
much ofof this
this activity
activity could
could be
be replaced
replaced
bybycomputers.
computers. InIn the
the next
next 55 years
years or
or so,
so, the
thetelephone
telephone companies
companies created
created aa number
number
ofofcomputer
computer systems
systems (or(orsoftware
software applications)
applications) which
which automated
automated muchmuch ofof this
this activity.
activity.
This
Thiswas
wasone
oneofofthe
thedriving
drivingfactors
factorsfor
forthe
thedevelopment
developmentofofthe theUnix
Unixoperating
operatingsystem
systemandand
the
theCCprogramming
programminglanguage.
language.The TheBell
BellSystem
Systempurchased
purchasedtheirtheirown
ownproduct
productline
lineofofPDP-
PDP-
1111computers
computersfrom
fromDigital
DigitalEquipment
EquipmentCorporation
Corporationfor foraavariety
varietyofofOSS
OSSapplications.
applications.DueDue
totochange
changeinintechnology,
technology,the thefocus
focusfor
forthe
thenext
nextfew
fewyears
yearsisistotocreate
createautomated,
automated,cheapcheap
and
andsimple
simpleOSS
OSSintegration.
integration.
Functions
Functionsof
ofOSS
OSS

An
AnOSS
OSScovers
coversat atleast
leastthe
thefollowing
followingfive
fivefunctions:
functions:
 Network
Networkmanagement
managementsystemssystems
 Service
Servicedelivery
delivery
 Service
Service fulfillment,
fulfillment, including
including the
the network
network inventory,
inventory, activation
activation
and
and provisioning
provisioning
 Service
Serviceassurance
assurance
 Customer
Customercare
care
Advantages
Advantagesof
ofOSS
OSS

Support
Supportcommunications
communications
Support
SupportCollaborations.
Collaborations.
Control
Controlindustrial
industrialprocesses.
processes.
Savings
Savingsthrough
throughprocesses
processesredesign
redesign
Savings
Savingsthrough
throughprocesses
processesintegration
integration
Maintenance
Maintenancecost costreduction
reductionimplementing
implementingan anintegrated
integrated
solution
solutioninstead
insteadofofmultiple
multiplenot
notintegrated
integratedtools.
tools.
Efficiently
Efficientlyprocess
processbusiness
businesstransactions.
transactions.
Update
Updatecorporate
corporatedata
database.
base.
Centralized
Centralizeddatadatarepository
repositoryfor
forstrategic
strategicdecisions
decisions
Competitive
Competitiveadvantage
advantagethrough
throughthetheability
abilityof
ofadapt
adapt
business
businesseasier
easierand
andfaster.
faster.
Types
Typesof
ofOSS
OSS

Classified
Classifiedinto
intothe
thefollowing
followingcategories:
categories:
a.
a.Transaction
TransactionProcessing
ProcessingSystems
Systems
b.
b.Process
Processcontrol
controlsystem
system
c.
c.Enterprise
Enterprisecollaboration
collaborationsystem
system
d.
d.Enterprise
EnterpriseResource
ResourcePlanning
PlanningSystems.
Systems.
TPS
TPS

Transaction
TransactionProcessing
ProcessingSystems
Systems

Definition
Definition

AAtransaction
transactionprocess
processsystem
system(TPS)
(TPS)isisan
aninformation
informationprocessing
processingsystem
systemfor for
business
businesstransactions
transactionsinvolving
involvingthe
thecollection,
collection,modification
modificationand
andretrieval
retrievalof
ofall
all
transaction
transactiondata.
data.

Example
Example

Receipts,
Receipts,Payments,
Payments,Invoices,
Invoices,and
andPur­chase
Pur­chasebills
billsJournal
Journaltransactions
transactions
a) Large volume of data:

Features
Featuresof
ofTPS
TPS

a)
a)Large
Largevolume
volumeof ofdata:
data:
TPS
TPSisistransaction
transactionoriented,
oriented,it,it,gen­erally,
gen­erally,contains
containslarge
largevolumes
volumesofofdata.
data.
Require
Requiregreater
greaterstorage
storagecapacity
capacity
Data
Dataregarding
regardingthe theeconomic
economicevents
eventsininthe
theorganizations
organizationsare arecaptured
capturedquickly
quicklyand
and
correctly.
correctly.
b)
b)Automation
Automationof ofbasic
basicoperations:
operations:
Any
AnyTPS
TPSaimsaimsatatautomat­ing
automat­ingthe thebasic
basicoperations
operationsofofaabusiness
businessenterprise
enterpriseand
and
plays
playsaacriti­cal
criti­calrole
roleinin the
theday­to­day
day­to­dayfunctioning
functioningofofthe
theenterprise.
enterprise.
TPS
TPSlinks
linksthe
theenterprise
enterprise
TPS
TPSisisan
animportant
importantsource
sourceofofup­to­date
up­to­dateinformation
informationregard­ing
regard­ingthe
theoperations
operationsininthe
the
enterprise.S
enterprise.S
c)
c)Benefits
Benefitsareareeasily
easilymeasurable:
measurable:
TPS
TPSreduces
reducesthe thework
workloadloadofofthe
thepeople
peopleassociated
associatedwithwiththe
theoperations
operationsand
and
improves
improvestheir
theireffi­ciency
effi­ciencyby byautomating
automatingsome
someofofthe
theoperations.
operations.
Most
Mostofofthe
thebenefits
benefitsofofTPS
TPSarearetangible
tangibleand
andeasily
easilymeasurable.
measurable.
Advantages
Advantages

Easy
Easyand
andbest
bestsolution
solutionfor
foronline
onlineshoppers.
shoppers.
These
Thesesystems
systemsare aremost
mostefficient
efficientandandhave
have excellent
excellent
response
responsetimes.
times.
Very
Veryeasy
easyto touse;
use;as
assimple
simpleas asfill
fillaaform
formand
andthe
therest
restwill
willbe
be
taken
takencare
careof ofby
bythe
theweb
weband
anddatabase
databaseservers.
servers.
Online
Onlinebanking
bankingisiscompletely
completelybased
basedon ononline
onlinetransaction
transaction
processing
processingsystems.
systems.
Credit
Creditcards
cardsarearealso
alsowell­handled
well­handledby bythese
thesesystems.
systems.
Disadvantages

At times, there occur millions and millions of requests at a time which gets
difficult to handle.
 During purchases even if the servers hang for few seconds a large number of
transactions get affected, in turn effecting the organizations reputation.
 Databases store all user data and account information, if these servers are
hacked, it could lead to financial and personal problems.
 Electricity problem is another issue, i.e. if there is shortage in electric supply
additional backup facilities like generators and related hardware is a must.
 Online transaction processing involves lot of staff working in groups to
maintain inventory.
 These online transaction systems impose processing costs on the buyers and
sellers as well.
PCS
PCS
Process
ProcessControl
ControlSystems
Systems

IsIsaatype
typeof
ofoperating
operating
support
supportsystem.
system.

“Is
“Isrefers
refersto
tothe
theapplication
applicationof
oftechnology
technologyto
tomonitor
monitor&&control
controlphysical
physical
processes”.
processes”.

Types
Types 1­Discrete
1­Discrete
2­Batch
2­Batch
3­Continuous
3­Continuous
Types
Types of
of process
process control
control system
system

1-
1-Discrete
Discreteprocess
process Individual,
Individual,Separate,
Separate,
 Found
Found/ /use
useininmany
manymanufacturing,
manufacturing,motion
motionand
andpackaging
packagingapplications.
applications.
 Manufacturing
Manufacturinginvolves
involvesthe
theproduction
productionof
ofdiscrete
discretepieces
piecesofofproduct,
product,such
such
as
asmetal
metal stamping.
stamping.

2-
2-Batch
Batchprocess
process AAamount
amountproduce
produceinin
one
oneoperation
operation/ /data
dataprocess
processininone
oneprogram.
program.
 Example
Exampleofofbatch
batchareareproduction
productionofoffood,
food,beverages
beveragesandandmedicine.
medicine.
 This
Thisprocesses
processesare aregenerally
generallyused
usedtotoproduce
produceaarelatively
relativelylow
lowtoto
intermediate
intermediatequantity
quantityof ofproduct
productper
peryear
year(a
(afew
fewpounds
poundsto tomillions
millionsofof
pounds).
pounds).

3-
3-Continuous
Continuousprocess
process without
withoutbreak
break
 Example
Exampleofofcontinuous
continuousprocess
processare
areproduction
productionof offuels,
fuels,chemicals
chemicalsand
and
plastics.
plastics.
 Continuous
Continuousprocesses
processesininmanufacturing
manufacturingareareused
usedtotoproduce
producevery
verylarge
large
quantities
quantitiesof
ofproduct
productper
peryear
year(millions
(millionsto
tobillions
billionsof
ofpounds).
pounds).
ECS
ECS

Enterprise
EnterpriseCollaboration
CollaborationSystem:
System:

IsIsanother
anothertype
typeof
of
operating
operatingsupport
support
system.
system.

“Is
“Isaacombination
combinationofofgroupware(software),
groupware(software),tools,
tools,Internet,
Internet,and
andother
other
networks
networksneeded
neededtotosupport
supportenterprise-wide
enterprise-widecommunications,
communications,suchsuchasasthe
the
sharing
sharingofofdocuments
documentsandandknowledge
knowledgeto tospecific
specificteams
teamsand
andindividuals
individuals
within
withinthe
theenterprise”.
enterprise”.
Examples
Examples
E-mail,
E-mail,videoconferencing,
videoconferencing,
collaborative
collaborativedocument
documentsharing,
sharing,
project
projectmanagement
managementtools
toolsand
and
etc.
etc.

Objective
Objectiveof
ofECS
ECS

Provide
Provideeach
eachuser
userdocuments
documentsand andother
other
information
informationthat
thatindividuals
individualsneed
needto tomanage
managetheir
their
own
owntasks
tasksefficiently
efficientlyinintheir
theirdepartment.
department.
Enables
Enablesemployees
employees to toshare
shareinformation
informationwith
with
one
oneanother
anotherand
andwork
worktogether
togetherononprojects
projectsfrom
from
different
differentgeographic
geographiclocations
locationsthrough
throughaa
combination
combinationof ofsoftware
softwaretechnologies,
technologies,
networking
networkingcapabilities
capabilitiesandandcollaborative
collaborative
processes.
processes.
ERPS
ERPS
Enterprise
EnterpriseResource
Resourceplanning
planningSystem:
System:

Is another type of
operating support
system.

 Is integrates(make a part) all the processes of the organization


with customer satisfaction & plans the management of the resources
of an enterprise.
 Help in focusing on production capacities,
managing logistics,
 working out financial consequences of each decision rather than
just computing costs.
 Recognizing that the customer needs keep changing.
 Also improve speed of response.
Current
CurrentTrends
Trendsin
inOperations
OperationsSupport
SupportSystems:
Systems:

1.
1. Customer
CustomerRelationship
RelationshipManagement
Management(CRM)
(CRM)
2.
2. Enterprise
Enterpriseresource
resourceplanning
planning(ERP)
(ERP)

Enterprise
EnterpriseResources
ResourcesPlanning
Planning

Enterprise
Enterpriseresource
resourceplanning
planning(ERP)
(ERP)isisbusiness-management
business-managementsoftware—typically
software—typicallyaa
suite
suiteofofintegrated
integratedapplications—that
applications—thatan anorganization
organizationcan
canuse
usetotocollect,
collect,store,
store,
manage
manageand andinterpret
interpretdata
datafrom
frommany
manybusiness
businessactivities,
activities,including:
including:
 Product
Productplanning,
planning,cost
cost
 Manufacturing
Manufacturingor orservice
servicedelivery
delivery
 Marketing
Marketingandandsales
sales
 Inventory
Inventorymanagement
management
 Shipping
Shippingandandpayment
payment
Characteristics
Characteristicsof
ofERP
ERP

ERP
ERP(Enterprise
(EnterpriseResource
ResourcePlanning)
Planning)systems
systemstypically
typicallyinclude
includethe
thefollowing
following
characteristics:
characteristics:
AnAnintegrated
integratedsystem
systemthat
thatoperates
operatesinin(or
(ornear)
near)real
realtime
timewithout
withoutrelying
relyingon
on
periodic
periodicupdates
updates
AAcommon
commondatabase
databasethat
thatsupports
supportsall
allapplications
applications
AAconsistent
consistentlook
lookand
andfeel
feelacross
acrossmodules
modules
Installation
Installationof
ofthe
thesystem
systemwith
withelaborate
elaborateapplication/data
application/dataintegration
integrationbybythe
the
Information
InformationTechnology
Technology(IT)
(IT)department
departmentprovided
providedthe
theimplementation
implementationisisnot not
done
doneininsmall
smallsteps.
steps.
Customer
CustomerRelationship
RelationshipManagement
Management

Customer
Customerrelationship
relationshipmanagement
management(CRM) (CRM)
isisan
anapproach
approachtotomanaging
managingaacompany’s
company’s
interaction
interactionwith
withcurrent
currentand
andfuture
future
customers.
customers.The TheCRM
CRMapproach
approachtries
triestoto
analyze
analyzedata
dataabout
aboutcustomers'
customers'history
historywith
with
aacompany,
company,ininorder
ordertotobetter
betterimprove
improve
business
businessrelationships
relationshipswith
withcustomers,
customers,
specifically
specificallyfocusing
focusingon onretaining
retaining
customers,
customers,ininorder
ordertotodrive
drivesales
salesgrowth.
growth.
One
Oneimportant
importantaspect
aspectofofthe
theCRM
CRMapproach
approach
isisthe
thesystems
systemsofofCRMCRMthatthatcompile
compile
information
informationfrom
fromaarange
rangeofofdifferent
different
channels,
channels,including
includingaacompany’s
company’swebsite,
website,
telephone,
telephone,email,
email,live
livechat,
chat,marketing
marketing
materials,
materials,social
socialmedia,
media,and andmore.
more.
CRM Adoption Challenges:

d oopptitoionn
AAd
CCRRMM lennggeess: :
CChhaal lle

Companies
Companiesface facelarge
largechallenges
challengeswhen whentrying
tryingtotoimplement
implementCRM CRM
systems.
systems.Consumer
Consumercompanies
companiesfrequently
frequentlymanage
managetheir theircustomer
customer
relationships
relationshipshaphazardly
haphazardlyand andunprofitably
unprofitablyMany
Manytimes,
times,they
theymay
maynotnot
effectively
effectivelyororadequately
adequatelyuse usetheir
theirconnections
connectionswith withtheir
theircustomers,
customers,
due
duetotomisunderstandings
misunderstandingsor ormisinterpretations
misinterpretationsofofaaCRM CRMsystem's
system's
analysis.
analysis.Clients
Clientswho
whowant
wanttotobe betreated
treatedmore
morelikelikeaafriend
friendmay
maybebe
treated
treatedlike
likejust
justaaparty
partyfor
forexchange,
exchange,rather
ratherthan
thanaaunique
uniqueindividual,
individual,
due
dueto,
to,occasionally,
occasionally,aalack
lackofofaabridge
bridgebetween
betweenthe theinputted
inputteddata
dataininaa
CRM
CRMsystem's
system'sanalysis
analysisandandthe
theanalysis
analysisoutput.
output.

Market
Marketresearch
researchregarding
regardingconsumers'
consumers'preferences
preferencesmay
mayincrease
increasethe
theadoption
adoptionofofCRM
CRMamong
amongthe
the
developing
developingcountries'
countries'consumers.
consumers.
\\ Similar Software In Use:

Business
Businesssupport
supportsystem
system
(BSS)
(BSS)

IsIsaagroup
groupof ofbusiness
businesselements
elementsused
usedininnetworking
networkingto tohelp
helpservice
service
providers
providersgain
gaincustomer
customerinsight,
insight,compile
compilereal-time
real-timesubscriptions
subscriptionsandand
introduce
introducenewnewrevenue
revenuegenerating
generatingservices.
services.
Business
Businesssupport
supportsystems
systemsare areused
usedbybyall
allservice
serviceproviders,
providers,including
including
mobile,
mobile,fixed
fixedand
andcable
cablenetworks.
networks.
AAgood
goodBSS
BSSprovides
providessystem
systemcontrol
controland
andtailored
tailoredscheduling
schedulingto toservice
service
providers,
providers,which
whichfacilitates
facilitatesthetheimplementation
implementationof ofrequired
requiredchanges
changeswithout
without
impacting
impactingcustomer
customersatisfaction.
satisfaction.
BSS
BSSactivities
activitiestypically
typicallyinclude
includecustomer
customerorder
ordermanagement,
management,customer
customer
data
datamanagement,
management,billing
billingand
andrating
ratingand
andbusiness-to-business
business-to-business(B2B)(B2B)and
and
business-to-consumer
business-to-consumer(B2C) (B2C)services.
services.
Product
Productmanagement
management
Primary
PrimaryBSS
BSSareas
areas Customer
Customermanagement
management
Revenue
Revenuemanagement
management
Fulfillment
Fulfillmentmanagement
management

Role
Roleof
ofBSS
BSS

1. Product
1. Product management:
management:
Product
Productmanagement
managementsupports
supportsproduct
productdevelopment,
development,thethesales
sales
and
andmanagement
managementof ofproducts,
products,offers
offersand
andbundles
bundlestoto
businesses
businessesandandmass-market
mass-marketcustomers.
customers.Product
Product
management
managementregularly
regularlyincludes
includesoffering
offeringcross-product
cross-product
discounts,
discounts,appropriate
appropriatepricing
pricingand
andmanaging
managinghowhowproducts
products
relate
relateto
toone
oneanother.
another.
Role
Rolecont..
cont..

22. .Customer
Customer management:
management:
Service
Serviceproviders
providersrequire
requireaasingle
singleview
viewof ofthe
thecustomer
customerandandregularly
regularlyneed
need
to
tosupport
supportcomplex
complexhierarchies
hierarchiesacross
acrosscustomer-facing
customer-facingapplications
applications
(customer
(customerrelationship
relationshipmanagement).
management).Customer
Customermanagement
managementalso alsocovers
covers
requirements
requirementsforforpartner
partnermanagement
managementand and24x7
24x7web-based
web-basedcustomers
customers
self-service.
self-service.Customer
Customermanagement
managementcan canalso
alsobebethought
thoughtofofas
asfull-fledged
full-fledged
customer
customerrelationship
relationshipmanagement
managementsystems
systemsimplemented
implementedto tohelp
help
customer
customercare
careagents
agentshandle
handlethe
thecustomers
customersininaabetter
betterand
andmore
moreinformed
informed
manner.
manner.
3.Revenue
3. Revenue management:
management:
Revenue
Revenuemanagement
managementfocusesfocusesononbilling,
billing,charging
chargingand
andsettlement.
settlement.ItItcan
can
handle
handleany
anycombination
combinationof ofOSS
OSSservices,
services,products
productsand
andoffers.
offers.BSS
BSS
revenue
revenuemanagement
managementsupportssupportsOSS
OSSorder
orderprovisioning
provisioningand
andoften
oftenpartner
partner
settlement.
settlement.Billing
Billingisisan
anintegral
integralfunction
functionoffered
offeredbybyBSS
BSSsystems
systemsand andisis
not
notunder
underthe
the