A systems study on the main service installation process of Cableworld Inc.

Date of Publication

2014

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Industrial Management Engineering Minor in Information Technology

College

Gokongwei College of Engineering

Department/Unit

Industrial and Systems Engineering

Thesis Adviser

Ronaldo V. Polancos

Defense Panel Chair

Dennis E. Cruz

Defense Panel Member

Eric A. Siy

Abstract/Summary

Cableworld Inc. is a specialty telecom contractor that specializes in the installation and repair of telephone and DSL Lines in the areas of Las Piñas, Pamplona, North Parañaque, Pasay and Tambo. The installation of telephone and DSL lines of subscribers is called the Main Station Installation (MSI) process of the company, the component of the company’s revenue stream which has the greatest share. A service order is the component in the MSI process that should be needed to initiate installations and also be completed within 2 days. Through analysis of the present system, the problem identified was 239% of all service orders received by CWI from March 2013 to February 2014, were not completed within the company’s standard of 48 hours from staging to closing amounting to a total cost of Php 1,639,018.03 and an opportunity cost of Php 5,547,151,00.3 Using Why-Why Diagrams, the root causes were due to No Call Thru being done, Complexity of the Monitoring sheet, No Attendance Policies and Manual Dispatching of Service Orders to Installers.

The proposed solutions aimed to decrease the percentage of variance in the completion of service orders for all areas covered by the company. The solutions were the implementation of a Call Thru System with the use of an operations support team, pull system in dispatching, improving of the monitoring sheet to a service management system, and application of strict policies.

Applying Cost-Benefits analysis, the proposed solution will have a net benefit of Php7, 168,169.03 for being able to save the penalties costs and getting the accumulated fixed rate per month opportunity cots. The solutions are feasible and can already be implemented within a 9-week period.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU18794

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

vii, 216 leaves : illustrations (some colored) ; 28 cm.

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