The document discusses the challenges faced by Mitec Group in efficiently producing voice network management services. Some of the key challenges included services being executed manually making them repetitive, time-consuming and requiring skilled technicians. This led to valuable resources being wrongly deployed and average service tasks taking around 20 minutes. To address these challenges, Mitec Group developed the Optima framework to automate time-consuming service tasks. Optima enables automation of tasks on different equipment types and offers flexible plug-ins to define new tasks. It also provides integrated reporting and notifications. Through Optima, Mitec Group aims to reduce time, labor and costs while improving services and gaining faster returns on investment.

2. OPERATIONS MANAGEMENT
A Case Study on “Efficient Service
Production with Optima”.
Presented by: Arnab Roy Chowdhury.

3. Case Facts:
This case is about Mitec Group who has 12
years of experience in the area of voice network
management.
The group has a proven track record of
supplying scalable management solutions for
Voice Managed Services. They had many
challenges which they faced in the service.

4. Challenges:
Many increasing number of enterprises decide to buy
managed services or completely or partly outsource
the voice infrastructure and IT responsibility. The
customers are today far more exposed to a complex
voice/data infrastructure. For this a huge amount of
customers are getting huge amount of consciousness
regarding service quality and they require a better
level of service agreements. This is a most important
parameter and it depends upon quality of service.
This is the main challenge for them and it is crucial for
them to industrialize the production of services.

5. Their Operations:
Today, as services are executed manually so they are
repetitive, time consuming and tedious. In
addition, the tasks are such in nature that
competence and experience is required to perform
the actual service. For this skilled technicians are
designated to perform relatively basic work. They
become much expensive and so valuable resources
are wrongly deployed. Experience shows that an
average service task takes up to 20 minutes to
perform. But if we apply optima service it will
ensure that the task is properly executed at the
agreed time. As a result the Mitec Group has
developed a framework to cater for automation of
time- consuming service tasks.

6. Problem Identification:
 They have one common source of information
about customer premises equipment.
 Additionally, information can easily be shared
with other third party solutions and for this
their information has no privacy at all.
 Their information is written in very simple
language and so it is very easy to understand
them.

7. Solutions:
Following solutions are given:-
 The robust Optima Framework enables
automation of service tasks on different
equipment types. The flexible Plug-in solution
also facilitates definition of new plug-ins.
 For customer premises equipment they had the
fast ROI, which can run one or more service
tasks, as e.g. during hours with low traffic.
 Though their language is very simple but they
have the complicated password for it, so there
are no possibility of loss of information.

8. Key Features:
 WEB based configuration and administration.
 Optima offers an intuitive GUI for easy
configuration of new single or multiple service
task executions.
 Flexible Plug-in architecture.
 The flexible Plug-in architecture enables fast
and easy add-on of new service task plug-ins.
 Scalable and module based.

9. Contd..
 Optima can run with either one or multiple plug-ins.
The solution is designed for scalability and grows with
requirements.
 Easy scheduling of multiple tasks.
 Optima allows the user to define concurrent service
task execution on different customers.
 Integrated reporting and email notification in case of
errors.
 Optima facilitates a sophisticated report manager which
displays all pending service tasks as well as any
unsuccessful attempts. In case of errors Optima may
forward an email notification.

10. Conclusion:
Lastly, it is concluded that Mitec Group has
adopted Optima service which help them to
reduce time, man power and money. It also
fastens return on investment which initially will
increase profit for them and improved
framework will help them to serve the
customers well so that they will not switch to
other IT companies.

11. Campus Overview
907/A
Uvarshad, Gandhinag
ar
Highway, Ahmedabad
– 382422.
Ahmedabad Kolkata
Infinity
Benchmark, 10th
Floor, Plot G1,
Block EP & GP,
Sector V, Salt-Lake,
Kolkata – 700091.
Mumbai
Goldline Business
Centre Linkway
Estate,
Next to Chincholi Fire
Brigade, Malad
(West), Mumbai – 400
064.