operating support system

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

Is a set of programs that help a communications service provider for monitor,
control, analyze and manage a telephone or computer network.
Is a set of programs that help a communications service provider for monitor,
control, analyze and manage a telephone or computer network.
Network planners, service designers, operations, architects and engineering
teams in the service provider.
Network planners, service designers, operations, architects and engineering
teams in the service provider.
DefinitionDefinition
Used ByUsed By

ObjectiveObjective
New OSSNew OSS
Basic objective of these systems is to improve the operational efficiency of the enterprise.
As these systems are concerned primarily with operations, they use internal data primarily
for managers at the lower levels.
Basic objective of these systems is to improve the operational efficiency of the enterprise.
As these systems are concerned primarily with operations, they use internal data primarily
for managers at the lower levels.
Digital Subscriber Line Technologies (xDSL), Wireless Local Area Network (WLAN), 3G
mobile communication systems, Next Generation Network (NGN) and Voice over Internet
Protocol (VoIP), has brought telecommunications operators with new business
opportunities as well as challenges of network reform. In the process of network reform,
the Operations Support Systems (OSS) of the telecommunications operators is facing
structure adjustment and construction of new systems. A new OSS adaptable to the new
network cannot be built without the guidance of related specifications and standards.
Digital Subscriber Line Technologies (xDSL), Wireless Local Area Network (WLAN), 3G
mobile communication systems, Next Generation Network (NGN) and Voice over Internet
Protocol (VoIP), has brought telecommunications operators with new business
opportunities as well as challenges of network reform. In the process of network reform,
the Operations Support Systems (OSS) of the telecommunications operators is facing
structure adjustment and construction of new systems. A new OSS adaptable to the new
network cannot be built without the guidance of related specifications and standards.

HistoryHistory
Before about 1970, many OSS activities were performed by manual administrative
processes. However, it became obvious that much of this activity could be replaced
by computers. In the next 5 years or so, the telephone companies created a number
of computer systems (or software applications) which automated much of this activity.
This was one of the driving factors for the development of the Unix operating system and
the C programming language. The Bell System purchased their own product line of PDP-
11 computers from Digital Equipment Corporation for a variety of OSS applications. Due
to change in technology, the focus for the next few years is to create automated, cheap
and simple OSS integration.
Before about 1970, many OSS activities were performed by manual administrative
processes. However, it became obvious that much of this activity could be replaced
by computers. In the next 5 years or so, the telephone companies created a number
of computer systems (or software applications) which automated much of this activity.
This was one of the driving factors for the development of the Unix operating system and
the C programming language. The Bell System purchased their own product line of PDP-
11 computers from Digital Equipment Corporation for a variety of OSS applications. Due
to change in technology, the focus for the next few years is to create automated, cheap
and simple OSS integration.

Functions of OSSFunctions of OSS
An OSS covers at least the following five functions:
 Network management systems
 Service delivery
 Service fulfillment, including the network inventory, activation
and provisioning
 Service assurance
 Customer care
An OSS covers at least the following five functions:
 Network management systems
 Service delivery
 Service fulfillment, including the network inventory, activation
and provisioning
 Service assurance
 Customer care

Advantages of OSSAdvantages of OSS
 Support communications
 Support Collaborations.
 Control industrial processes.
 Savings through processes redesign
 Savings through processes integration
 Maintenance cost reduction implementing an integrated
solution instead of multiple not integrated tools.
 Efficiently process business transactions.
 Update corporate data base.
 Centralized data repository for strategic decisions
 Competitive advantage through the ability of adapt
business easier and faster.
 Support communications
 Support Collaborations.
 Control industrial processes.
 Savings through processes redesign
 Savings through processes integration
 Maintenance cost reduction implementing an integrated
solution instead of multiple not integrated tools.
 Efficiently process business transactions.
 Update corporate data base.
 Centralized data repository for strategic decisions
 Competitive advantage through the ability of adapt
business easier and faster.

Types of OSSTypes of OSS
Classified into the following categories:
a. Transaction Processing Systems
b. Process control system
c. Enterprise collaboration system
d. Enterprise Resource Planning Systems.
Classified into the following categories:
a. Transaction Processing Systems
b. Process control system
c. Enterprise collaboration system
d. Enterprise Resource Planning Systems.

Transaction Processing SystemsTransaction Processing Systems
DefinitionDefinition
A transaction process system (TPS) is an information processing system for
business transactions involving the collection, modification and retrieval of all
transaction data.
A transaction process system (TPS) is an information processing system for
business transactions involving the collection, modification and retrieval of all
transaction data.
ExampleExample
Receipts, Payments, Invoices, and Purchase bills Journal transactionsReceipts, Payments, Invoices, and Purchase bills Journal transactions
TPSTPS

Features of TPSFeatures of TPS
a) Large volume of data:
TPS is transaction oriented, it, generally, contains large volumes of data.
Require greater storage capacity
Data regarding the economic events in the organizations are captured quickly and
correctly.
b) Automation of basic operations:
Any TPS aims at automating the basic operations of a business enterprise and
plays a critical role in the daytoday functioning of the enterprise.
TPS links the enterprise
TPS is an important source of uptodate information regarding the operations in the
enterprise.S
c) Benefits are easily measurable:
TPS reduces the work load of the people associated with the operations and
improves their efficiency by automating some of the operations.
Most of the benefits of TPS are tangible and easily measurable.
a) Large volume of data:
TPS is transaction oriented, it, generally, contains large volumes of data.
Require greater storage capacity
Data regarding the economic events in the organizations are captured quickly and
correctly.
b) Automation of basic operations:
Any TPS aims at automating the basic operations of a business enterprise and
plays a critical role in the daytoday functioning of the enterprise.
TPS links the enterprise
TPS is an important source of uptodate information regarding the operations in the
enterprise.S
c) Benefits are easily measurable:
TPS reduces the work load of the people associated with the operations and
improves their efficiency by automating some of the operations.
Most of the benefits of TPS are tangible and easily measurable.
a) Large volume of data:a) Large volume of data:

AdvantagesAdvantages
Easy and best solution for online shoppers.
 These systems are most efficient and have excellent
response times.
 Very easy to use; as simple as fill a form and the rest will be
taken care of by the web and database servers.
 Online banking is completely based on online transaction
processing systems.
 Credit cards are also wellhandled by these systems.
Easy and best solution for online shoppers.
 These systems are most efficient and have excellent
response times.
 Very easy to use; as simple as fill a form and the rest will be
taken care of by the web and database servers.
 Online banking is completely based on online transaction
processing systems.
 Credit cards are also wellhandled by these systems.

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.
Disadvantages

Process Control SystemsProcess Control Systems
Is a type of operating
support system.
Is a type of operating
support system.
“Is refers to the application of technology to monitor & control physical
processes”.
“Is refers to the application of technology to monitor & control physical
processes”.
TypesTypes
1Discrete
2Batch
3Continuous
1Discrete
2Batch
3Continuous
PCSPCS

1- Discrete process Individual, Separate,
 Found / use in many manufacturing, motion and packaging applications.
 Manufacturing involves the production of discrete pieces of product, such
as metal stamping.
2- Batch process A amount produce in
one operation / data process in one program.
 Example of batch are production of food, beverages and medicine.
 This processes are generally used to produce a relatively low to
intermediate quantity of product per year (a few pounds to millions of
pounds).
3- Continuous process without break
 Example of continuous process are production of fuels, chemicals and
plastics.
 Continuous processes in manufacturing are used to produce very large
quantities of product per year (millions to billions of pounds).
1- Discrete process Individual, Separate,
 Found / use in many manufacturing, motion and packaging applications.
 Manufacturing involves the production of discrete pieces of product, such
as metal stamping.
2- Batch process A amount produce in
one operation / data process in one program.
 Example of batch are production of food, beverages and medicine.
 This processes are generally used to produce a relatively low to
intermediate quantity of product per year (a few pounds to millions of
pounds).
3- Continuous process without break
 Example of continuous process are production of fuels, chemicals and
plastics.
 Continuous processes in manufacturing are used to produce very large
quantities of product per year (millions to billions of pounds).
Types of process control systemTypes of process control system

Enterprise Collaboration System:Enterprise Collaboration System:
“Is a combination of groupware(software), tools, Internet, and other
networks needed to support enterprise-wide communications, such as the
sharing of documents and knowledge to specific teams and individuals
within the enterprise”.
“Is a combination of groupware(software), tools, Internet, and other
networks needed to support enterprise-wide communications, such as the
sharing of documents and knowledge to specific teams and individuals
within the enterprise”.
Is another type of
operating support
system.
Is another type of
operating support
system.
ECSECS

ExamplesExamples
Objective of ECSObjective of ECS
 Provide each user documents and other
information that individuals need to manage their
own tasks efficiently in their department.
 Enables employees to share information with
one another and work together on projects from
different geographic locations through a
combination of software technologies,
networking capabilities and collaborative
processes.
 Provide each user documents and other
information that individuals need to manage their
own tasks efficiently in their department.
 Enables employees to share information with
one another and work together on projects from
different geographic locations through a
combination of software technologies,
networking capabilities and collaborative
processes.
E-mail, videoconferencing,
collaborative document sharing,
project management tools and
etc.
E-mail, videoconferencing,
collaborative document sharing,
project management tools and
etc.

Enterprise Resource planning System:Enterprise Resource planning 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.
Is another type of
operating support
system.
ERPSERPS

Current Trends in Operations Support Systems:Current Trends in Operations Support Systems:
1. Customer Relationship Management (CRM)
2. Enterprise resource planning (ERP)
1. Customer Relationship Management (CRM)
2. Enterprise resource planning (ERP)
Enterprise resource planning (ERP) is business-management software—typically a
suite of integrated applications—that an organization can use to collect, store,
manage and interpret data from many business activities, including:
 Product planning, cost
 Manufacturing or service delivery
 Marketing and sales
 Inventory management
 Shipping and payment
Enterprise resource planning (ERP) is business-management software—typically a
suite of integrated applications—that an organization can use to collect, store,
manage and interpret data from many business activities, including:
 Product planning, cost
 Manufacturing or service delivery
 Marketing and sales
 Inventory management
 Shipping and payment
Enterprise Resources PlanningEnterprise Resources Planning

ERP (Enterprise Resource Planning) systems typically include the following
characteristics:
 An integrated system that operates in (or near) real time without relying on
periodic updates
 A common database that supports all applications
 A consistent look and feel across modules
 Installation of the system with elaborate application/data integration by the
Information Technology (IT) department provided the implementation is not
done in small steps.
ERP (Enterprise Resource Planning) systems typically include the following
characteristics:
 An integrated system that operates in (or near) real time without relying on
periodic updates
 A common database that supports all applications
 A consistent look and feel across modules
 Installation of the system with elaborate application/data integration by the
Information Technology (IT) department provided the implementation is not
done in small steps.
Characteristics of ERPCharacteristics of ERP

Customer Relationship ManagementCustomer Relationship Management
Customer relationship management (CRM)
is an approach to managing a company’s
interaction with current and future
customers. The CRM approach tries to
analyze data about customers' history with
a company, in order to better improve
business relationships with customers,
specifically focusing on retaining
customers, in order to drive sales growth.
One important aspect of the CRM approach
is the systems of CRM that compile
information from a range of different
channels, including a company’s website,
telephone, email, live chat, marketing
materials, social media, and more.
Customer relationship management (CRM)
is an approach to managing a company’s
interaction with current and future
customers. The CRM approach tries to
analyze data about customers' history with
a company, in order to better improve
business relationships with customers,
specifically focusing on retaining
customers, in order to drive sales growth.
One important aspect of the CRM approach
is the systems of CRM that compile
information from a range of different
channels, including a company’s website,
telephone, email, live chat, marketing
materials, social media, and more.

CRM Adoption Challenges:
Companies face large challenges when trying to implement CRM
systems. Consumer companies frequently manage their customer
relationships haphazardly and unprofitably Many times, they may not
effectively or adequately use their connections with their customers,
due to misunderstandings or misinterpretations of a CRM system's
analysis. Clients who want to be treated more like a friend may be
treated like just a party for exchange, rather than a unique individual,
due to, occasionally, a lack of a bridge between the inputted data in a
CRM system's analysis and the analysis output.
Companies face large challenges when trying to implement CRM
systems. Consumer companies frequently manage their customer
relationships haphazardly and unprofitably Many times, they may not
effectively or adequately use their connections with their customers,
due to misunderstandings or misinterpretations of a CRM system's
analysis. Clients who want to be treated more like a friend may be
treated like just a party for exchange, rather than a unique individual,
due to, occasionally, a lack of a bridge between the inputted data in a
CRM system's analysis and the analysis output.
Market research regarding consumers' preferences may increase the adoption of CRM among the
developing countries' consumers.
Market research regarding consumers' preferences may increase the adoption of CRM among the
developing countries' consumers.
CRM Adoption
Challenges:CRM Adoption
Challenges:

Similar Software In Use:
 Is a group of business elements used in networking to help service
providers gain customer insight, compile real-time subscriptions and
introduce new revenue generating services.
Business support systems are used by all service providers, including
mobile, fixed and cable networks.
 A good BSS provides system control and tailored scheduling to service
providers, which facilitates the implementation of required changes without
impacting customer satisfaction.
BSS activities typically include customer order management, customer
data management, billing and rating and business-to-business (B2B) and
business-to-consumer (B2C) services.

 Is a group of business elements used in networking to help service
providers gain customer insight, compile real-time subscriptions and
introduce new revenue generating services.
Business support systems are used by all service providers, including
mobile, fixed and cable networks.
 A good BSS provides system control and tailored scheduling to service
providers, which facilitates the implementation of required changes without
impacting customer satisfaction.
BSS activities typically include customer order management, customer
data management, billing and rating and business-to-business (B2B) and
business-to-consumer (B2C) services.
Business support system
(BSS)
Business support system
(BSS)

Primary BSS areasPrimary BSS areas
 Product management
 Customer management
 Revenue management
 Fulfillment management
 Product management
 Customer management
 Revenue management
 Fulfillment management
Role of BSSRole of BSS
1. Product management:
Product management supports product development, the sales
and management of products, offers and bundles to
businesses and mass-market customers. Product
management regularly includes offering cross-product
discounts, appropriate pricing and managing how products
relate to one another.
1. Product management:
Product management supports product development, the sales
and management of products, offers and bundles to
businesses and mass-market customers. Product
management regularly includes offering cross-product
discounts, appropriate pricing and managing how products
relate to one another.

Role cont..Role cont..
2 . Customer management:
Service providers require a single view of the customer and regularly need
to support complex hierarchies across customer-facing applications
(customer relationship management). Customer management also covers
requirements for partner management and 24x7 web-based customers
self-service. Customer management can also be thought of as full-fledged
customer relationship management systems implemented to help
customer care agents handle the customers in a better and more informed
manner.
3. Revenue management:
Revenue management focuses on billing, charging and settlement. It can
handle any combination of OSS services, products and offers. BSS
revenue management supports OSS order provisioning and often partner
settlement. Billing is an integral function offered by BSS systems and is
not under the
2 . Customer management:
Service providers require a single view of the customer and regularly need
to support complex hierarchies across customer-facing applications
(customer relationship management). Customer management also covers
requirements for partner management and 24x7 web-based customers
self-service. Customer management can also be thought of as full-fledged
customer relationship management systems implemented to help
customer care agents handle the customers in a better and more informed
manner.
3. Revenue management:
Revenue management focuses on billing, charging and settlement. It can
handle any combination of OSS services, products and offers. BSS
revenue management supports OSS order provisioning and often partner
settlement. Billing is an integral function offered by BSS systems and is
not under the

operating support system

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