IT in Telecom Management: The Malaysian Computer Automated Services System

Abstract

The case describes the process of development and implementation of a major application namely the Computer Automated Services System (CASS) in Telekom Malaysia, Malaysia. CASS is an integrated application covering invoicing, billing, work order generation and fault monitoring, which has provided both, financial benefits and improvement in quality of services, to the customer. The interfaces of this application to other major systems and a description of the other major systems is also provided. The case brings out issues that would need to be addressed in the context of changing technology and greater deregulation, and increased competition in the Malaysian Telecom Sector.