Management of Automation of Key Business Processes Based on the CRM System in a Telecommunications Company

This graduate thesis examines key business process automation management based on a CRM system in a telecommunications company. Nowadays it is hard to imagine a telecommunications company which business processes involve solely human resources. Overall the automation trend is present which allows business to become more flexible and effective. Nevertheless, in a large telecommunications company it is not sufficient only to automate business processes and then 'to step aside': the successful functioning of business processes is impossible without proper management. This research is aimed at developing an approach to key process automation management based on a CRM system and formulating recommendations on building a management system for business processes which are in the process of being automated, as well as a management system for already automated business processes. Analysis of business cases of "Rostelecom" company, including project documentation analysis, and a review of telecommunications industry in Russia are chosen as research methods. This work reviews the state of a telecommunications market, defines key business processes of a telecommunications company, analyzes the role of a CRM system in the telecommunications business functioning, studies business process automation cases in "Rostelecom" company. As the result of research an approach to key business process automation management in a telecommunications company is formulated, the structure of the 'Scope of deploy' document is further elaborated, a solution to the problem of poor communication with a system user is offered and recommendations concerning the management of business processes which are being automated, as well as of business processes which are already automated, are given. This work could be useful for business analysts, project managers and other IT consultants who manage business process automation in telecommunications companies as a contractor.