MAPUA INSTITUTE OF TECHNOLOGY School of Industrial Engineering

& Engineering Management

Project in SVM101

“Documentary About Service Management
In BayanTel”

SVM101 – A1

Introduction to Service Management

Submitted by: Submitted to:

PASCO, Carlson D. Prof. Elisier Fantillo APARRI, Joseph P. QUITORIANO, Marlowe R. BANGOY, Rex B.

Introduction

Bayan Telecommunications, Inc. (BayanTel) is a telecommunications company serving areas in Metro Manila, Bicol and local exchange service areas in the Visayas and Mindanao regions combined cover a population of over 25 million, nearly 33% of the population of the Philippines.
Its operating units in the provincial fronts are the following: BayanTel - Bicol for Bicol region; BayanTel - Eastern Visayas for Samar & Leyte provinces; and BayanTel - South Mindanao for Davao del Sur and South Cotabato particularly Davao City and General Santos City, and BayanTel - Agusan for North Mindanao areas particularly Butuan City and Agusan Towns; respectively.
BayanTel is also a provider of data and communications services such as dedicated domestic and international leased lines, frame relay services, Internet access, and other managed data services like Digital Subscriber Lines (DSL).

Objectives

* -Make a documentary about Service Management in BayanTel and we focus on their internet -services (BayanDSL). * -We want to know what are the problems and issues about their services. * -From those problems we can see, we want to figure out what will be the strategies or solutions to solve those problems

Service Blueprint of Internet Service (Bayan DSL)

Continuation:

10 definitions of BayanTel about Service Quality

Service Quality -- Service quality is a measure of how well a delivered service matches the customers expectations.

1.Put up satellites that will make the connection clear
2.Telephone wires should be well connected
3.Put up more satellites for faster connection on DSL
4.Quick response in case of irregularities
5.Express delivery and quick installation
6.Speed Dialing
7.Highly-skilled technical support for purchased network equipment
8.Proactive monitoring and reporting of link and network equipment status
9.Courtesy of customer service
10.Reliable and trustworthy technician

Problems & Issues

When we went to Bayantel and did a walk through audit, we saw problems on their facilities; they don’t have enough signs, symbols and artifacts, the first time we went there, we were quite confused on where to go to inquire on their services, and we think that if a first-time customer goes there, he/she also might get lost.

On our observation, another problem we saw is that they are a small company compared to other telecommunications company and they don’t advertise that much due to lack of capital. When they advertise it’s only limited but has impact to the consumers.
For the customer side, a problem they saw and we also saw is the slow internet connection of Bayan DSL. There were many customers complaining about the slow internet connection as shown on the documentary. There are times that internet connection goes fast and then goes slow.
Recommendation and analysis:

I n this documentary, we saw that Bayantel have a problem and weakness when it comes to earning a capital. It is because they are not big company as Globe, Smart PLDT & etc. that results to not being preferred by the customers. They don’t have enough capital to advertise so our recommendation will be, they must save their budget or capital and improve all the services they offer to people and when the time comes, they will have more competitive advantage among their competitors and they will be much preferable internet services here in the Philippines and by that, they can use those capital to advertise more.

In an internet connection, there is download and upload and if these two are fast then you will expect a fast connection. In bayan DSL, we saw a problem regarding on the slow internet connection, this is due to lack of DNS servers. There are peak hours that people intend to use bayan DSL at the same time and that creates slow internet connection, server cannot accommodate all of them. So our recommendation is to have more supply or servers in order to accommodate the demand that customers want, promote off-peak demand, create adjustable capacity and use proxy servers. Although it is a cost or expense, come to think of it, it will give much more benefit to their customers. We hope these recommendations will be implemented by bayantel.