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Comcast: Embracing A New Cloud Based Information System

2561 words - 11 pages

Category | PossiblePoints | Points | Comments |
Documentation and Formatting | 34 | 34 | |
Organization & Cohesiveness | 45 | 45 | |
Editing | 34 | 34 | |
Content | 112 | 112 | |
Total | 225 | 225 | Nice work. |

Comcast: Embracing a new cloud based information system

Voss Nailing
Managerial Applications of Information Technology – MIS535
DeVry University, Keller Graduate School of Management
Week 6 Course Project
August 16, 2015
Professor Edmead

Table of Contents

Abstract 3
Brief Company background ...view middle of the document...

com, 2015). However, the company is ran on multiple information systems that are unable to access each other without the customer being put on hold and having to relay over and over his/her information in regards to issues. This has lead "Comcast customer service to be ranked #407 out of the 809 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.86 out of a possible 200 based upon 2492 ratings. This score rates Comcast customer service and customer support as Disappointing" (Customerservicescoreboard.com, 2015). Comcast's customer satisfaction scores have dropped again in all three triple-play categories, with the nation's largest cable and broadband company faring particularly poorly in pay-tv service. (Brodkin, 2015).This article is intended for customers and management of Comcast and all who may soon be considering to switch to Comcast Cable.
Brief Company background
“In 1963, Comcast was founded by Ralph Roberts with the purchase of American Cable Systems, a 1,200-subscriber cable system in Tupelo, MS. Dan Aaron and Julian Brodsky join as Ralph’s earliest colleagues who would help build the Comcast Company” (Comcast, 2015). After many years of buying smaller cable and cellular companies through acquisitions, including NBC Universal in 2011, “Comcast Corporation has a global media and technology company with two primary businesses, Comcast Cable and NBC Universal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. NBC Universal operates news, entertainment and sports cable networks, the NBC and Telemundo broadcast networks, television production operations, Universal Pictures and Universal Parks and Resorts, and television station groups” (Comcast, 2015).
Discussion of business problem(s)
The business problem to be solved is how to improve Comcast customer service rating, increase internet speeds, and offer over the top (pay-tv) streaming services to compete against Netflix, Amazon and Hulu to reduce current subscribers from leaving and to attract new customers to maintain operations (Henage, 2014). As of May 2015, Comcast has decided to hire more customer service agents and build more call centers to address customers’ issues. “Among other things, Comcast says it will soon automatically credit a subscriber’s account $20 if one of its technicians fails to show up for a scheduled visit” (Tuttle, 2015). Like a child who touches a hot stove, the solution alone is not to treat the burn and cover it up with bandage, instead; one should instill principles to prevent the child to ever touch the stove again. Likewise with Comcast, adding more agents and centers to cover up the poor customer service and decline in customers without taking steps to prevent customers from having issues to complain may allow Comcast to continue relishing in problems.
High level solution
There are several...

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