Verizon Wireless: Operational Analysis

This is in response to the above-referenced complaint filed by Ms. Lisa Wadsworth, received by Verizon Wireless on March 6, 2017. Ms. Wadsworth reports her daughter visited an agent location to purchase a new phone thinking it was a direct Verizon Store. She purchased a new iPhone 6 and agreed to a device payment plan. However, the representative did not explain to her that she would also have to pay off remaining amount for her existing device payment plan. It was not until she received her next invoice that she realized she was billed for three device payment plans.

As the telecommunications industry in the United States consolidated and regional ‘Baby Bells’ began to amalgamate, Bell Atlantic, GTE, and Vodafone AirTouch merged in 2000 to form the nation’s largest wireless company, Verizon Wireless (Verizon, 2013). After establishing its headquarters in Basking Ridge, New Jersey, Verizon Wireless launched its foundational strategy of differentiating itself from the competition by building and maintaining a superior network and delivering an exceptional customer experience through its products and services (Strigl & Swiatek, 2011). As a result, Verizon established itself as the recognized industry leader in wireless and has maintained its network advantage by being the first wireless company in the United

Verizon is a major telecommunication provider in the United States. The company is the market leader, with $110 billion revenue and $2.4 billion in profit (MSN Moneycentral, 2012). Verizon has steady revenue streams that are largely based on a subscription model. It has several business segments, including wireless (63.3% of revenues) and wireline (36.7%) (2011 Verizon Annual Report). Most of this report will therefore focus on the wireless business, not only because this is the largest business that the company operates but because it is a rapidly growing and evolving business as well, a function of the rapid pace of smartphone adoption in America.

Significantly more had Data Limits/Overages issues w/ prior carriers, with 26% claimed the Needs to Change Data Amount triggered their switch

Operational strategies are the core functions of an organization because these operations intensify to produce something innovative and worthy. Organizational operations are associated with the performance and work quality of an organization because these operations are practical demonstration of a project. Companies mostly use these operations to run their functions effectively in order to have a positive result.

Verizon continues to be the number one contender in telecommunications by solidifying the number one spot on the Training Top 125 in 2012. Regardless of their tight budget for training, Verizon has made a commitment to effective training tied to corporate strategic goals. Verizon had three main goals they focused on in 2011. 1. To build a business and workforce as good as its networks, 2. To lead in shareholder value creation, and 3. To be recognized as an iconic technology company. Verizon wanted their business priorities and business goals to align with their core values. BU, establish training priorities/ initiatives that align with each BU’s priorities and Verizon’s business goals and values—top to bottom and across,” says Magda Yrizarry,

It provides a structure to capture the linkage of organizational activities that create value for the customer and profit for the organisation. It is particularly useful to get across the notion that operations and the other activities must work cross functionally for optimal organization performance(Chase et al. 2007).

In the T-Mobile 1 commercial it starts out with a middle aged man and Kristen Schaal. The commercial was inspired off of the movie 50 Shades of Grey or the movie 50 Shades Darker, which was made after the initial movie, 50 Shades of Grey. The two individuals enter the “playroom” where numerous objects are seen hung all over the room. Schaal was being blindfolded as she walked into the room. As the man starts to unravel the blindfold Schaal gasps in such astonishment of the room. Later on the man starts stating the specific elements Verizon has to offer. The more data the mobile user uses, the more punishments they will receive. Schaal was thrilled acknowledging this information. The man later whips his whip and describes if mobile users are into things

1. Mission, vision, and primary stakeholders Verizon's corporate mission statement is published in the introduction to the 2010 report, "to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors" (Verizon, 2011a, p. i.). This conveniently outlines the primary stakeholders, with customers owning the service delivered through contracts they commit to, employees obviously having a stake in compensation, benefits and retirement, and investors including institutions as well as individuals. Other stakeholders include the general public who benefit from corporate giving and responsibility, and the suppliers and distributors, their shareholders and employees who earn profit and wages generated directly and indirectly as part of the Verizon value chain, and perhaps the taxpayers who enjoy public services from direct and indirect (capital gains) taxes thereby.

Global strategies are “interrelationships between markets create synergies, economies of scale, strategic flexibility” (Spirou, 2016). But in a social media strategy, it’s important to make sure the message “is consistent across markets and channels…[while understanding] what seems normal in one culture may hold a different meaning to another” (Shively, 2014).

Accounting information is used by management in various ways to make the business decisions. Accounting information is used to compute financial ratios and comparing the financial data of one period with other. Various Ratios are used by the managers and accountants for controlling the functioning of the organization. These ratios are also known as accounting or financial ratios, these ratios play very important role in the organization. Following are the ratios of Verizon wireless for last three years:-

Through this idea of “growth” and collaboration with other industries to provide optimal service, Verizon has expanded its products and services in the following areas:

Operations Management in an organisation is repsonsible for managing and in making decisions concerning the activities that convert inputs into outputs , that is goods and services. This covers both short term actvities as well as longer term activities to meet strategic goals. Inputs can be the raw materaials need to manufacture goods such as furniture or the computers needed to create a service like online shopping site. Operation management’s role is to make decisions to improve how operation activities function, for example, to improve the final quality of the output or to change production methods to be more efficient in terms of cost and in time.

My company Asurion is a leading insurance provider for wireless devices, home appliances and satellite receivers in the USA and Canada. Also, the company is giving insurance services in Europe and Asia. Asurion is an IT savvy company and headquartered in Nashville, Tennessee, USA. Asurion supply chain system depends on the country and region.

Organizations need to become more competitive through operational excellence in a constantly changing dynamic market. This paper addresses reviews several scholarly research and literature review papers in order to explore concepts related to operational excellence as applied to all areas of a business. When broken down, operational excellence can be roughly categorized into five pillars: strategic clarity, organizational culture, business structure, effective planning, and superior alignment.