The future of ABC Corporation's Online Customer Service A Technology Roadmap Project / Marvin C. Calingacion

Year : 2012

Number of Pages : 72 leaves

Adviser : Prof. Glen A. Imbang

Executive Summary

This project focuses on the development of technology roadmap for ABC Corporation applying various principles of technology management such as technology roadmapping, value-chain analysis for the company's development of online customer service facility. This paper presents at first the various concepts of technology management applied in this paper namely : Technology planning, Technology roadmapping, Value chain analysis. Various definitions and literatures have been incorporated to describe the concepts above which serve as guiding principles for the technology roadmap. In the development of roadmap, analysis of the following environments which ABC Corporation operates on have been performed : Philippine Credit Card Industry, Industry competitors and customer service offerings, ABC Corporations internal capabilities such as manpower and technology. Data supporting the analysis are acquired from financial institution source such as Bangko Sentral ng Pilipinas, Credit Card Association of the Philippines, financial articles and research papers published on the internet and ABC's internal business data which secured permission from my immediate superiors for inclusion on this paper. On the development of technology roadmap, a four (4) year horizon has been identified because of the significant investment and effort have to be exerted by the organization and would require major project management and operational overhead when the roadmap is put into action. Furthermore, the technology roadmap for ABC Corporation's online customer service aims to provide the company a definitive guide on how to increase its presence on the world wide web and provide extended customer service to its customers which are increasingly technology-savvy brought about by advancements and affordability of information and communication technologies such as laptop computers, smartphones, broadband connection and widespread availability of Wi-Fi hotspots. The company cannot afford to ignore this technology trend and development if it aims to be a strong third (3rd) in the industry which is dominated by multinational firms with strong technological prowess and capabilities.