The cost of complexity for telecoms: And how companies can reduce it

The consequences of unnecessary complexity are notorious in virtually every industry, and in very few places is that truer than in telecommunications. The proliferation of products and services, sales channels, marketing campaigns, and networking and business processes, along with the IT systems needed to support it all, has become unsupportable for most operators. As a result, customer confusion rises and satisfaction declines, profitability declines, internal processes slow down, and the cost of doing everything goes up. This report offers a framework for carrying out a complexity reduction program, beginning with those activities most visible to customers and continuing through to organizational design.

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