Integrated Operations describes leveraging technology to connect the right people through the right processes to make smarter decisions that impact a business’ core operations. Integrated operations has had a particularly significant impact on industries and companies with complex distributed assets and operations.
In the article linked below, I provide two case studies from the telecommunications industry, from two different stages in the life of WilTel.
In the first case, the TNSS system collected alerts and alarms from across the network and presented them in an integrated fashion to technicians in WilTel’s Network Control Center (NCC). This systematic integration was a dramatic improvement over the “swivel chair integration” in place at other carriers at the time, but required close coordination between network operations, engineering, IT operations, and the TNSS software development team. The end result was fewer outages and quicker responses, along with increased customer confidence in WilTel’s network.
In the second case, WilTel Communications Systems implemented a “Smart Hands” program, leveraging highly capable voice technicians at customer sites, supported by a centralized team of data networking gurus, to rapidly expand from being a dominant voice systems provider to being a full-line voice, data, and Internet solutions provider.