NETWORK OPERATIONS SUPPORT SYSTEMS AS A COMPETITIVE ADVANTAGE Andrew K.L. Soh B.Sc. Computer Science Major, University of British Columbia, 1993 PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION In the Faculty of Business Administration Executive Master of Business Administration Program O Andrew K.L. Soh 2005 SIMON FRASER UNIVERSITY Summer 2005 All rights reserved. This work may not be reproduced in whole or in part, by photocopy or other means, without permission of the author. APPROVAL Name: Andrew Soh Degree: Master of Business Administration Title of Project: Network Operations Support Systems as a Competitive Advantage Supervisory Committee: Senior Supervisor Ed Bukszar, Associate Professor Second Reader Mark Selman, Adjunct Professor Date Approved: SIMON FRASER UNIVERSITY Partial Copyright Licence The author, whose copyright is declared on the title page of this work, has granted to Simon Fraser University the right to lend this thesis, project or extended essay to users of the Simon Fraser University Library, and to make partial or single copies only for such users or in response to a request from the library of any other university, or other educational institution, on its own behalf or for one of its users. The author has further granted permission to Simon Fraser University to keep or make a digital copy for use in its circulating collection. 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Bennett Library Simon Fraser University Burnaby, BC, Canada SIMON FRASER UNIVERSITY Ethics Approval The author, whose name appears on the title page of this work, has obtained human research ethics approval from the Simon Fraser University Office of Research Ethics for the research described in this work, or has conducted the research as a co-investigator of a project, or member of a course, approved by the Ethics Office. A copy of the human research ethics approval letter has been filed at the Theses Office of the University Library at the time of submission of this thesis or project. The original application for ethics approval and letter of approval is filed with the Office of Research Ethics. Inquiries may be directed to that Office. W. A. C. Bennett Library Simon Fraser University Burnaby, BC, Canada ABSTRACT The overall purpose of this paper is to perfom an analysis of TELUS and to examine if Network Operation Support Systems (OSS) can provide TELUS with a sustainable competitive advantage. The paper begins with the first three chapter exploring overviews of the components of the Canadian Telecommunications services industry, TELUS and its products, and the markets and revenues. The next chapter is an industry analysis of the industry landscape and its players. Michael Porter's Five Forces model is used to assess the industry. An internal analysis of TELUS follows in which the paper takes a closer look at the firm. It examines TELUS' strategy, structure, culture, value chain, technological changes, core competencies, competitive advantage and financial health. The final two chapters discuss key issues of the firm and possible recommendations to address these issues. DEDICATION I dedicate this to my caring, loving wife Wonkye Nam. Your support and endurance were paramount to the completion of this endeavour. Thank you for being my partner every step of the way. Sarang-hey Chagi-ya. ACKNOWLEDGEMENTS My sincere gratitude to my fellow EMBA students; especially, Lorraine Rieger, Lyla Crighton, Mark Abbott, Mark Dickson, and Lorna Home, their insights, openness, and luridness nurtured my personal growth. All left fond memories imprinted deeply in my mind. I also send appreciations to all the professors who have enriched me with their teachings. And last but not least, I want to thank Ed Bukszar for his guidance which allowed me to complete this paper. Thank you everyone. TABLE OF CONTENTS APPROVAL ...................................................................................................................................I1 ABSTRACT ...............................................................................................................................I11 DEDICATION .............................................................................................................................IV ACKNOWLEDGEMENTS ..........................................................................................................V TABLE OF CONTENTS ............................................................................................................VI LIST OF FIGURES.................................................................................................................. VIII LIST OF TABLES....................................................................................................................... IX GLOSSARY ...................................................................................................................................X OVERVIEW OF THE CANADIAN TELECOMMUNICATIONS SERVICES INDUSTRY ..............................................................................................................................1 1. 1 Components of the Canadian Telecommunications Services Industry ........................... 1 1.2 The CRTC: Regulators .................................................................................................... 1 1.3 Incumbent Local Exchange Camer (ILEC) ................................................................... -3 1.4 Competitive Local Exchange Carrier (CLEC) ................................................................ 3 1.5 Interexchange Camer (IXC) ............................................................................................ 4 1.6 Wireless Service Provider (WSP) ................................................................................... 4 1.7 DataJIP Service Provider ................................................................................................. 4 OVERVIEW OF TELUSTMAND ITS PRODUCTS ............................................................5 2.1 TELUSm ......................................................................................................................... 5 2.2 TELUS Communications Inc . (TCI) ............................................................................... 6 2.3 Focus of the Paper ........................................................................................................... 6 2.4 Local Access (Local) ....................................................................................................... 6 2.5 Long Distance (LD) ......................................................................................................... 7 2.6 Data and Internet Protocol (DatahP) ............................................................................... 7 2.7 Wireless ........................................................................................................................... 8 2.8 Bundles ............................................................................................................................ 9 OVERVIEW OF THE MARKETS AND REVENUES .....................................................10 3.1 Canadian Telecommunications Market ......................................................................... 10 3.2 Revenue Streams .......................................................................................................... 1 1 INDUSTRY ANALYSIS .......................................................................................................15 4.1 Telecommunications Companies ............................................................................... 15 4.1.1 Bell Canada Enterprises Incorporated (BCE) .......................................................... 15 4.1.2 Rogers Communications Incorporated (Rogers) ...................................................... 17 4.1.3 MTS Allstream (MTS) ........................................................................................... 18 4.1.4 Shaw Communications (Shaw) ............................................................................ 19 4.1.5 Saskatchewan Telecommunications (SaskTel) ........................................................ 20 4.1.6 Call-Net Enterprises Incorporated (Call-Net) .......................................................... 2 1 4.2 Five Forces Analysis ..................................................................................................... 22 4.2.1 Threat of New Entrants ............................................................................................24 4.2.2 Bargaining Power of Customers .............................................................................. 25 4.2.3 Bargaining Power of Suppliers