Belgacom Mobile (Proximus Group); process reengineering optimization of the SIM card ordering process

Background info
Licensed mobile network operators (MNO) in Belgium include: Proximus(Belgacom), Mobistar(Orange S.A.) and BASE(KPN) and many mobile virtual network operators (MVNO).
Belgacom Mobile (Proximus Group), Belgium’s largest mobile telecommunications operator finds itself under serious competition with its market position getting under increasing pressure due to fierce competition (this is normal especially when evolving in a sector where technology is a game changer) and changing customer demands.
In response, Belgacom embarked into a process reengineering project consisting in the optimization of the SIM card ordering process
Selected process:
A that affect the performance of a particular operation/process (here Belgacom) and the operations management practices
In fact, the company applied SOA – service-oriented architecture – combined it BPM(business process management)
This proved again the point that for an organization to survive and thrive in a highly competitive business environment, it got to be in control of its business processes.
Issue/challenges:
• Challenges from smaller operators
• adapt to emerging technologies
• get promises from SOA to deliver
Opportunity
Reengineer the SIM card purchase order management system). A service‐oriented architecture aimed at the automation and optimization of the SIM card ordering process
You are thus called to present an outline i.e. briefly describe what information you will include in each section of the following points:
1. Executive summary
2. Introduction and background info
3. Strategic objectives of Belgacom
4. Alignment of the selected business process with strageic objectives
In this section you are to aanalyse how the selected business process is aligned with the strategic objectives of the Belgacom based on the performance objectives and characteristics of the operation/process.
5. Overall process assessment
Evaluate the overall design of the operation/process regarding the total supply network, location of capacity, physical layout, and jobs.
6. Technology deployment
Assess the deployment of technology within the operation/process based on the performance objectives as well as volume-variety characteristics.
7. Planning and control methods related to the Optimization of SIM card ordering process at Belgacom
Evaluate the planning and control methods or approaches for managing the demand and capacity of the selected process – not the all Belgacom operation.
8. Improvement techniques for the Optimization of SIM card ordering process at Belgacom
Analyse the techniques utilised for improvement of the operation/process, as well as for detecting/preventing failure and ensuring quality.
9. References
10. Appendixes

Remember that you are to briefly describe what information you will include in each section, link it to key concepts and theories related to operations management rather than develop the full essay

Compulsory references
Becker, A., Widjaja, T. and Buxmann, P. (2011), “Value potentials and challengesof service-oriented architectures”, Business & Information Systems Engineering, Vol. 3
No. 4, pp. 199-210.
Bergh, J. &Viaene, S. (2012),”Promises from SOA”, Business Process Management Journal, 18 (5), pp. 815 – 828
Carter, S. (2007), “The role of business process management in SOA”, DM Review, Vol. 17 No.5
Davenport, T.H. (1993), Process Innovation: Re-engineering Work Through InformationTechnology, Harvard Business School Press, Boston, MA.
Slack, N., Brandon-Jones, A. & Johnston, R. (2013) Operations management. 7th ed. Harlow: Pearson Education Limited.
Trkman, P., Kovacˇicˇ, A. and Popovicˇ, A. (2011), “SOA adoption phases: a case study”,
Business & Information Systems Engineering, Vol. 3 No. 4, pp. 211-20.
Yoon, T. and Carter, P.E. (2007), “Investigating the antecedents and benefits of SOAimplementation: a multi-case study approach”, Proceedings of the Thirteenth AmericasConference on Information Systems, Keystone, CO, USA, August, pp. 1-11.

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