TIM - An Italian ISO Case Study
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A case study about ISO implementation as final test of the Industrial and Quality Management class @ DISA-MIS UNISA
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TIM - An Italian ISO Case Study
- 1. An Italian ISO Case Study
- 2. TIM S.P.A.
- 4. TIM’s main shareholders TIM S.P.A.
- 5. TIM’s main stakeholders TIM S.P.A.
- 6. TIM Shared Value Model There are two ways to deal with change: suffer it or embrace it “Common objectives” means that all the countries and all individuals are called on to contribute, joining forces with a view to collaboration and partnership. The principles of human, social and environmental sustainability require that profit is achieved with respect for the interests of the various stakeholders. TIM S.P.A.
- 7. TIM ISO Certifications TIM S.P.A. TIM ISO 9001 TIM ISO 14001 TIM 50001 TIM ISO/IEC 27001 TIM OHSAS 18001 TIM ISO/IEC 17025 TIM CMMI-DEV TIM WebTrust TIM Certificatore Accreditato presso l’AGID per la Firma Qualificata, la Carta Nazionale dei Servizi e la Marcatura Temporale TIM Gestore Accreditato presso AGID per la Posta Elettronica Certificata TIM Conservatore Accreditato presso AGID per la conservazione dei documenti informatici TIM ISO/IEC 20000-1 Olivetti S.p.A. ISO 9001 Olivetti S.p.A. ISO 14001 Olivetti S.p.A. ISO/IEC 27001 Gruppo Tim Brasil ISO 9001 Gruppo Tim Brasil ISO 14001
- 9. Benefits of QMS Quality Management Knowledge about who is affected by organisation work and what are their needs Constant customer satisfaction
- 10. ISO 9001 Quality Management A standard that provides a sets of requirements for a quality management system Helps companies and organisations to improve efficiency and customer satisfaction There are several revisal of ISO 9001 (2008, 2015)
- 11. Internal benefits of ISO 9001 Quality Management Provides an efficient management process Sets out areas of responsibility across the organisation Mandatory for public sector work Communicates a positive message to staff and customers Identifies and encourages more efficient and time saving processes Highlights deficiencies Reduces costs Provides continuous assessment and improvement Expand into new markets Identify risks associated with your organisation
- 12. External benefits of ISO 9001 Quality Management Improved quality and service Delivery on time Fewer returned products and complaints Customer satisfaction
- 13. ISO 9001:2015 Quality Management A High-Level Structure, making it easier for anyone using multiple management systems. More importance given to risks
- 14. Benefits of ISO 9001:2015 Quality Management Puts emphasis on leadership engagement Performance Measurement Continuous improvement aligning the standard to organisation goals Is more user-friendly for service and knowledge-based organizations by using a simpler language too Improved risks management
- 15. ISO 9001 in TIM Quality Management Acquired in october 2013 for: Design and supply purchasing services Supplier check Environmental and social sustainability Needs optimization and purchasing plan definition Technical assistance Informative systems management on purchasing process
- 17. ISO 14000 Environmental Management ISO 14000 is a series of international, voluntary environmental management standards, guides, and technical reports that exists to help organizations: Minimize how their operations (processes, etc.) negatively affect the environment (i.e., cause adverse changes to air, water, or land) Comply with applicable laws, regulations, and other environmentally oriented requirements Continually improve in the above
- 18. 14001 Requirements with guidance for use 14004 General guidelines on implementation 14006 Guidelines for incorporating ecodesign 14015 Environmental assessment of sites and organizations 14020 to 14025 Environmental labels and declarations 14030 discusses post-production environmental assessment 14031 Environmental performance evaluation - Guidelines 14040 to 14049 Life Cycle Assessment, LCA, discusses pre-production planning and environment goal setting 14046 Sets guidelines and requirements for water footprint assessments of products, processes, and organizations (Air and soil emissions that impact water) 14050 Terms and definitions 14062 Integrating environmental aspects into product design and development 14063 Environmental communication guidelines and examples 14064 Measuring, quantifying, and reducing greenhouse gas emissions Family of ISO 14000 Environmental Management
- 19. ISO 14001 Using ISO 14001 can provide assurance to company management and employees as well as external stakeholders that environmental impact is being measured and improved. ISO 14001 can also be integrated with other management functions and assists companies in meeting their environmental and economic goals. It can be used by any organization that wants to improve: resource efficiency reduce waste reduce costs ISO 14001 defines criteria for an Environmental Management System (EMS). It does not state requirements for environmental performance, but maps out a framework that a company or organization can follow to set up an effective EMS. Environmental Management
- 20. ISO 14001 evolution April 1996 Issue of the UNI EN ISO 14001 Standard "Requirements for certification of an EMS” February 1999 Beginning of the revision process of the ISO 14001: 1996 standard December 2004 Issuance of the ISO 14001 standard in terms of terminology and more compatible with ISO 9001: 2000 September 2015 Release of the new version of ISO 14001 standard in terms of terminology and more compatible with ISO 9001: 2015 Environmental Management
- 21. ISO 14001 certification process Environmental Management
- 22. ISO 14001 advantages Reduction of consumption of natural resources and energy Compliance with environmental legislation Prevention of pollution Improvement of business credibility and brand image Improved feed-back from national and international market Improved export by meeting requirements of international customers Increased access to public tenders Improved relationships with national and local institutions Reduction of controls and facilities in obtaining administrative authorizations Demonstration of a reasonable awareness Meeting investor requirements by facilitating access to capital Atteinment of more competitive insurance policies Improved staff motivation and involvement in environmental issues Environmental Management
- 23. ISO 14001 projects Pursuing and expanding this logic, they have created the Telecom Italia Green logo, renamed TIM eco-friendly in 2015, to identify both TIM’s environmental protection initiatives and projects and eco-friendly products. Environmental Management
- 24. Benefits for TIM Atmospheric pollution Water pollution Waste Land contamination Power consumption Electromagnetics fields Fuel consumption for Technological Plants Fuel consumption for automotive Noise pollution Visual impact Water consumption Environmental Management
- 25. Corporate Social Responsability ISO 26000
- 26. Context Corporate Social Responsibility The objective of social responsibility is to contribute to sustainable development. Organizations around the world, and their stakeholders, are becoming increasingly aware of the need for, and benefits of, socially responsible behavior.
- 27. Context An organization’s commitment to the welfare of society and the environment has become a central criterion in measuring its overall performance and its ability to continue operating effectively. This, in part, reflects the growing recognition that we need to ensure healthy ecosystems, social equity and good organizational governance. Ultimately, an organization’s activities depend on the health of the world’s ecosystems. Organizations are subject to greater scrutiny by their various stakeholders. Corporate Social Responsibility
- 28. ISO 26000 ISO 26000 provides guidance on how businesses and organizations can operate in a socially responsible way. This means acting in an ethical and transparent way that contributes to the health and welfare of society. ISO 26000 provides guidance rather than requirements, so it cannot be certified to unlike some other well-known ISO standards. Corporate Social Responsibility
- 29. Benefits of ISO 26000 An organization’s performance on social responsibility can influence, among other things: Competitive advantage Reputation The ability to attract and retain workers or members, customers, clients and users The maintenance of employee morale, commitment and productivity The perception of investors, owners, donors, sponsors and the financial community Relationships with companies, governments, the media, suppliers, peers, customers and the community in which it operates Corporate Social Responsibility
- 30. Core of ISO 26000 Corporate Social Responsibility
- 31. Schema of ISO 26000 Corporate Social Responsibility
- 32. Impementation of CSR in Telecom Italia On 25 September 2015, in New York, the government leaders of the 193 UN Member States approved the “Transforming our world: the 2030 Agenda for Sustainable Development” resolution, a policy document that identifies 17 global objectives (Sustainable Development Goals), broken down into 169 detailed targets to be achieved by 2030. Corporate Social Responsibility
- 33. Impementation of CSR in Telecom Italia Telecom Italia is part of this vision to achieve the global objectives by 2030 ( it does not apply ISO 26000 ) .In its annual report for the year 2016, Telecom Italia stated that “The Sustainable Development Goals (SDGs) represent common objectives in key areas to ensure the sustainable development of the planet, such as ending hunger and poverty, the protection and conservation of water resources, the production of clean energy, raising awareness about responsible and conscious consumption, promoting access to healthcare and education, and reducing economic and gender inequality.” Corporate Social Responsibility
- 34. The Sustainable Development Goals Corporate Social Responsibility
- 35. Useful solution to achieve SDGs Corporate Social Responsibility
- 36. CSR Projects to achieve the vision 2030 Corporate Social Responsibility
- 37. CSR Projects to achieve the vision 2030 Corporate Social Responsibility
- 44. Context Internal The TLC sector is physiologically subject to an annual consumption increase of about 4-5% due to increasing demand for connectivity and new services. 99% 1% Other Telco, Industrial, Service, Civil Sectors Tim Power Consumption Energy Management
- 45. ISO 50001 Enables organizations to establish the systems and processes necessary to improve energy performance, including energy efficiency, use and consumption. Framework of requirements for organizations to: • Develop a policy for a more efficient use of energy • Fix targets and objectives to meet the policy • Use data to better understand and make decisions about energy consumption • Measure the results • Review how well the policy works • Continuously improve energy performance and management Energy Management
- 46. 50002 Energy audits – Requirements with guidance for use 50003 Energy management systems – Requirements for bodies providing audit and certification of energy management systems 50004 Energy management systems – Guidance for the implementation, maintenance and improvement of an energy management system 50006 Energy management systems – Measuring energy performance using energy baselines (EnB) and energy performance indicators (EnPI) – General principles and guidance 50015 Energy management systems – Measurement and verification of energy performance of organizations – General principles and guidance 50047 Energy savings – Determination of energy savings in organizations Family of ISO 50001 Energy Management
- 47. ISO 50001 Implementation Process Energy Management
- 48. Strategy of TIM • Use of renewable energy sources and natural resources (geocooling, solar cooling, free cooling) • Research of continuous improvement of energy use and environmental performance • Adoption of criteria which take energetic and environmental issues into account • Developing dematerialization and new services which promote new ways of working, learning, travelling, and, in general, of living (Cloud services, Smart Working and Smart City projects) • Contribution to a culture based on a correct approach to environmental themes both within and out of the company (internal communication campaigns and Multistakeholder Forum). Energy Management
- 49. Monitoring and management of energy consumption for fixed and mobile telecommunications services and for the related infrastructure, in order to improve energy efficiency, for the sites of Rome (Parco de Medici), Bologna (Via Stendhal) and Rozzano (Via Toscana buildings D-F-C). Combined self-production for cooling, heating and electric power by natural gas in the site of Rozzano). ISO 50001 Infrastructural Project Energy Management
- 50. ISO 50001 Network Project The path towards efficiency begins with the Smart Center: the monitoring system for real time energy monitoring (www.ti-green.it). Thanks to this proprietary monitoring system covering about 50% of the group’s total consumption, through a network of over 30,000 sensors (2,768 in 2015), physically located within data centres, central offices, offices, shops and laboratories, in the national territory of TIM, energy are constantly monitored. In this way, it’s possible to identify the behaviours that have to be corrected and to propose and validate new energy saving solutions and strategies. Energy Management
- 51. Benefits for TIM Site Before 50001 After 50001 Unit Rome Offices 3,1 2,3 kWh/p Bologna Offices & TLC 12,6 9,8 kWh/p Rozzano Data Center 0,54 0,58 1/PUE Energy Management
- 52. Lessons Learned by TIM • Keep everything under control: you have to measure and monitor • Communicate at any level: People Engagement at any level • Use CUSUM Chart for individuate unexpected consumption Keys to Success • High commitment at any level • Real time monitoring • Think big, don’t forget the details • Tracking of significant deviations from the expected data Energy Management
- 53. Lessons Learned by TIM “The ISO 50001 really works: it provides to companies a method for continuous improvement of its performance, easily customizable to any reality” A.Trifirò - Resp. EnMS Energy Management
- 55. ISO 20000 BS 15000:2000 Specification for Service Management ISO/IEC 20000 Parts 1 and 2 ISO 20000 is an international standard transposed in December 2005. It is a service management standard. The specific requirements it provides are: • Design • Transition • Delivery and improvement services Service Management
- 56. ISO 20000 Service Management ISO / IEC 20000-1 Specification Contains a list of controls to which an organization must comply. Consists of: • Scope Terms • Definitions • Plan and implement service management • Requirements for a management system • Plan and implement new or modified services • Service Delivery Process • Relationship Process • Control Process • Resolution Process • Release Process ISO / IEC 20000-2 Code of Practice Describes the «best practices» for IT management processes presented in ISO 20000-1.
- 58. Context Internal Service Management • Simplification of Data Transmission • Flexibility • Complexity reduction
- 59. Plan identifying the goals and processes Do effective implementation Check the monitoring and measurement of results Action and Enhancement (Act) implement the actions Implementation of ISO 20000 Service Management
- 60. • The organization can demonstrate that it has taken an adequate controls and procedures to provide IT quality services and cost- effective; • Suppliers can use the certification as qualifying element to acquire new clients, due to, often this certification is required in contracts • Provides more opportunities to improve efficiency, reliability and coherence of IT services that have impact on costs; • The standard represent a tool that the organization can use to formal declare the compliance to ITIL best practice; Benefits of ISO 20000 Service Management
- 61. Telecom Italia launched the "Nuvola Italiana" project for the first time in 2010. It is an offer of cloud computing targeted at small, medium and large businesses. The Cloud Computing Solution for Medium and Large Enterprises is represented by ‘Hosting Evoluto’ that has 3 profiles: Basic, Simplex, Advanced and Complex to which the types of services ("Service Bundles") are associated. ISO 20000-1 projects Service Management
- 62. Bundled services fall into a management model of IT Service Management activities in line with ITIL market standards. ITIL was developed in the 1980s, it is a set of Best Practice (IT Service Management) guidelines and consists of a series of publications that provide guidance on delivering IT services to IT quality and the processes and means necessary to support them from a company. ISO 20000-1 projects Service Management
- 63. Efficient management of the services provided Improvement of services Improving the guidelines on which IT services are based Networking of applications in relation to operational needs Service Management Benefits for TIM
- 64. • Can allow small businesses to enjoy the same opportunities of large • Can use the economies of scale • The improvement of potential of products through the implementation of Cloud Computing can recover years of backwardness or immobility over the adoption of the ICT • Telecom Italia is able to support Italian companies in the challenges of the coming years, enabling them to make the most of the potential of our products. Service Management Lessons Learned by TIM
- 65. Information Security Management ISO 27001
- 66. Information Security Management ISO 27000 Scope This International Standard provides to organizations and individuals: • Overview of the ISMS family of standards • Introduction to information security management systems • Terms and definitions used throughout the ISMS family of standards. Purpose This International Standard describes the fundamentals of information security management systems, which form the subject of the ISMS family of standards and defines related terms.
- 67. Family of ISO 27000 27000 Information security management systems — Overview and vocabulary 27001 Information technology - Security Techniques - Information security management systems — Requirements. 27002 Code of practice 27003 System implementation guidance 27004 Monitoring, measurement, analysis and evaluation 27005 Information security risk management 27006 Requirements for bodies providing audit and certification of information security management systems 27007 Guidelines for information security management systems auditing 27008 Guidance for auditors on ISMS controls 27009 Essentially an internal document for the committee developing sector/industry-specific variants or implementation guidelines for the ISO27k standards And many more… Information Security Management
- 68. ISO 27001 Scope This International Standard specifies the requirements for establishing, implementing, operating, monitoring, reviewing, maintaining and improving formalized information security management systems (ISMS) within the context of the organization’s overall business risks. It specifies requirements for the implementation of information security controls customized to the needs of individual organizations or parts thereof. This International Standard can be used by all organizations, regardless of type, size and nature. Purpose ISO27001 provides normative requirements for the development and operation of an ISMS, including a set of controls for the control and mitigation of the risks associated with the information assets which the organization seeks to protect by operating its ISMS. Organizations operating an ISMS may have its conformity audited and certified Information Security Management
- 69. Benefits of ISO 27001 Gain a competitive edge by meeting your costumers’ contractual requirements with particular attention to the security of their information Identify, assess, and manage the organization’s risks impartially, while at the same time formalizing processes, procedures, and information security documentation Show impartially the compliance with applicable laws and regulations Show the commitment of corporate executives to ensure information security Ensure constant monitoring of business performance and activate the necessary improvement actions Information Security Management
- 70. Cloud Computing ISO 27001 projects Data Center Services Information Security Management
- 71. Benefits for TIM Cloud Computing • Security • Affordability • Rapid access • Simpler updates Data Center Services • Physical Security • Logical Security Information Security Management
- 74. Context Internal Risk Management Because of all this factors has been created the ISO 31000
- 75. Risk Management ISO 31000 Provide a universally recognised paradigm for practitioners and companies employing risk management processes. The standard proposes the four steps of Plan-Do-Check-Act:
- 76. Developing a clear plan Implementing the plan as it was designed Verifying that the plan is delivering the objectives set Acting to modify the plan in response to the information Risk Management Implementation of ISO 31000
- 77. Risk Management ISO 31000 process Positive consequences Vs Negative consequences
- 78. Risk Management Family of ISO 31000 31000:2009 Principles and guidelines IEC 31010:2009 Risk assessment techniques ISO 73:2009 Technical vocabulary 31004:2013 Guidance for the implementation of ISO 31000
- 79. Risk Management Kind of Risks Strategic Operational Financial Regulatory and Compliance
- 80. Risk Management Risks Strategic Macro economic factors • Economic growth • Political stability • Consumer confidence Competition • Reduction of local market share • Erosion of prices and margins • Newborn local operators (Enel Open Fiber e Infratel) • Incoming virtual operators ( lliad S.A. ) with aggressive policy
- 81. Risk Management Risks Operational Business continuity • Infrastructural resilience Development of fixed and mobile networks • Upgrade Capabilities of the network • Increase geographical coverage Internal/external fraud Disputes and Litigation
- 82. Risk Management Risks Financial Exchange rates Credit and liquidity Performance of the equity markets in general
- 83. Risk Management Risks Regulatory and Compliance Regulatory from Communications Authority (AGCom)’s decisions • Lack of predictability in start-up timing and consequent new process decisions • Decisions with retroactive effect • Decisions that can influence the technological choices made and to be made, with potential Impact on the timing of return on infrastructure investment Compliance from non-observance/breach of internal or external rule with consequent • Judicial or administrative penalties • Financial losses • Reputational damage
Hinweis der Redaktion
- The TIM Group offers fixed and mobile communication services and ICT solutions In Italy, the Group operates the biggest fixed voice and data infrastructure, covering the whole territory and provides one of the country’s most extensive and advanced mobile network platforms In Italy, the Group operates the biggest fixed voice and data infrastructure, covering the whole territory and provides one of the country’s most extensive and advanced mobile network platforms
- CUSTOMER SUPPLIER INSTITUTION COMPETITOR ENVIROMENT COMMUNITY
- A quality management system is a set of policies, processes, procedures and responsabilities designed to let the organisations fulfill customer and stakeholders requirements
- Tim has acquired ISO 9001 certification in october 2013 for the following fields:
- Environmental management system refers to the organizational structure, planning and resources for developing, implementing and maintaining policy for environmental protection.
- One of the standard that Tim/Telecom Italia implements for its environment is ISO 14000
- the family of iso 14000 is composed by several other iso like:
- in particular it was implemented the standard iso 14001
- During the years this standard has been undergone to various revisions
- the certification process for the iso 14001 follows 7 important phases
- the benefits of using this iso are:
- In 2002 Tim/telecom acquired his first certification of iso 14001
- the benefits brought by the acquisition of this standard were the reduction of:
- We focus on Human and Environmen. To help their integration and their growth the ISO organization proposed the ISO 26000 Corporate Social Responsibility (CSR) is a concept which has become dominant in business reporting. Every Corporation has a policy concerning CSR and produces a report annually detailing its activities. And of course, each of us claims to be able to recognize corporate activity which is socially responsible.
- We focus on Human and Environmen. To help their integration and their growth the ISO organization proposed the ISO 26000 Corporate Social Responsibility (CSR) is a concept which has become dominant in business reporting. Every Corporation has a policy concerning CSR and produces a report annually detailing its activities. And of course, each of us claims to be able to recognize corporate activity which is socially responsible.
- Business and organizations do not operate in a vacuum. Their relationship to the society and environment in which they operate is a critical factor in their ability to continue to operate effectively. It is also increasingly being used as a measure of their overall performance. Instead, it helps clarify what social responsibility is, helps businesses and organizations translate principles into effective actions and shares best practices relating to social responsibility, globally. It is aimed at all types of organizations regardless of their activity, size or location.
- Business and organizations do not operate in a vacuum. Their relationship to the society and environment in which they operate is a critical factor in their ability to continue to operate effectively. It is also increasingly being used as a measure of their overall performance. Instead, it helps clarify what social responsibility is, helps businesses and organizations translate principles into effective actions and shares best practices relating to social responsibility, globally. It is aimed at all types of organizations regardless of their activity, size or location.
- ISO 26000 addresses seven core subjects of social responsibility defined in the standard and portrayed in the following graphic :
- Schematic overview of ISO 26000 The following graphic provides an overview of ISO 26000 outlining the relationship between the various clauses of the standard.
- TIM Group (Telecom Italia) Projects that were involved in the Year 2016 to achieve the vision 2030
- TIM Group (Telecom Italia) Projects that were involved in the Year 2016 to achieve the vision 2030
- Energy Management Systems Energy is critical to our modern society and organizations to develop new technologies and services, but often it represent a significant cost both to the people and the environment. The main goal of the ISO 50001 is to save our future by making a positive different in the here and now.
- The ISO 50001 answer to some critcal problems that we face today
- Is the observed rise in the average temperature of the Earth's climate system and its related effects.
- By 2020, the EU aims to reduce 20% or more of energy consumption throught the efficent energy management.
- A global agreement on the reduction of climate change, the text of which represented a consensus of the representatives of the 196 parties attending it.
- 2030 ONU agenda for susteinable development Countries adopted a set of goals to end poverty, protect the planet, and ensure prosperity for all as
- TIM is the largest TLC Company in Italy and is responsible for about 1% of the whole nation energy consumption.
- TIM is the only TLC national provider that have fully implemented the ISO 50001 that is about Energy management systems
- Since ISO 50001 was first published in 2011, a number of other related standards have been developed to complete energy management and savings portfolio. These include:
- The implementation process is a continuous cycle of improvment that follow these steps ENergy Policy....
- TIM choosed a complex strategy to implement the ISO that is composed by the following steps:
- The first step to became more efficient, eliminate energy waste and bad habits that affect energy consumption, is to….
- Finally we have a testimoniance of the responsibile of the energy management systems that said....
- ISO 20000 guarantees the organization the ability to deliver IT services with a satisfactory quality level for customers and conpanies I show the ISO 20000, edition 2005, It is focused on management of the services delivery with poor cover of design phases and service development.It is characterize for line-up with ISO 9001 and 27001 eITIL with the aim implemented integrated management systems
- This certification refers to the IT management system for delivering services, ensuring compliance with high quality standards, both in customer relations and in process management.
- It is articulated in two parts……. Specification: must adhere to provide management services to an acceptable quality for its customers and consequently be able to certify. It share same requirements of part one except for requirement of management of system, bacause in the second parti isn’t imposed.
- -diffusion of mobile technologies: this diffusion offers an opportunity to develop policies aimed at participation and social inclusion, as the use of mobile devices is transversal to age, social status and ethnic origins -Using cloud computing: a new way of delivering services to businesses. Allows you to start the data connection anywhere,for example the operator can expand or limit the infrastructure with flexibility.
- Flexibility: Adaptation of the conditions according to needs. Reduction of complexity ie revision of the internal regulatory system for companies, continuous monitoring of the human resource management system.
- ISO/IEC 20000 recommends using PDCA (Plan-Do-Check-Act)…. Plan: identifying the goals and processes needed to provide services in accordance with customers and business policies. Implementation: Elements such as allocation of financial resources and responsibility are included. A pre-established plan is followed in the previous phase and implemented Control: Implementers must ensure that there are appropriate methods for monitoring and measuring processes. Action and Improvement: It is based on the audit step to plan and address improvement actions to areas that provide greater benefits to customers
- Which is an evolving cloud computing platform enables IT infrastructure and IT virtualization. Hosting Virtuale allows you to acquire tecnology infrastructure with formula as a service remotely or via internet.
- Based on ISO 20000 certificate..
- Why Nuvola Italiana use it?
- TIM, thank to the use of ISO 2000-1 in Nuvola Italiana has learned the following things:
- An Information Security Management System (ISMS) consists of the policies, procedures, guidelines, and associated resources and activities, collectively managed by an organization, in the pursuit of protecting its information assets.
- In 2014 TELECOM acquired ISO 27001 valid for the following precincts:
- In 2014 TELECOM acquired ISO 27001 valid for the following precincts:
- Risk: Effect of uncertainty on the ability of an organization to meet its objectives Risk Management= Identification, assessment, and prioritization of risks. Coordinated and economical application of resources to: 1) minimize, monitor and control the impact or probability of unfortunate events; 2) maximize the realization of opportunities.
- At first sight, the external context is made of national competitors, physical or virtual operator for the mobile market, like Fastweb, H3G, Vodafone, Wind, etc. But with a careful eye we can see, in an expansionist view, that the external context of TIM is also made of European competitors about voice services.
- When focusing on internal context, we can see that the main points for a good growth are mainly 3: Keep High quality products and services Respect the environment because of many reasons ( first of all the founds received for environmental respecting projects) Energy efficiency Because of all these factors, the ISO Organization has written a a brief and high-level set of principles and guidelines on how to implement risk management: ISO 31000
- (after the slide) So, practically, this guide recommends that you implement risk management by Developing a clear plan, Implementing the plan as it was designed, Verifying that the plan is delivering the objectives that have been set (in this case the objectives for implementing risk management), and then Acting to modify the plan in response to the information developed during the monitoring and review stages on what is working well and what should be adjusted to improve the results.
- So, practically, this guide recommends that you implement risk management by Developing a clear plan, Implementing the plan as it was designed, Verifying that the plan is delivering the objectives that have been set (in this case the objectives for implementing risk management), and then Acting to modify the plan in response to the information developed during the monitoring and review stages on what is working well and what should be adjusted to improve the results.
- When analyzing risks, some organizations tend to distinguish between positive and negative consequences Schema = the risk management process And then if something went bad we have to start again with this cycle
- Now let’s give a look at the ISO31000’s family
- Now we know what a generic risk is, what his context is ad what steps we have to do to analyze it. Now lets do the homework and analyze which kind of risks we have in TIM.
- Strategic risks ARE RELATED TO To understand why these are risks we have to give a look to economical information like the unemployement rate. For example in 2016 the unemployement rate was of 12% and we have to pay attention to it because it could have a negative impact on household consumption. COMPETITION: The strong competition may reduce market share and prices and margins. Competition is focused, on one hand, on innovative products and services and, on the other hand, on the price of traditional services. On the mobile market, Iliad S.A. is about to launch a new mobile operator in Italy with the aim of acquiring 10-15% of the market, as per its own announcements, by adopting the strategies it has already used for the French market. TO FACE IT TIM intends to launch a new operator, with independent systems and characteristics to counter the entry of the new competitor.
- INTRODUZIONE: Operational risks inherent in our business relate to possible inadequacies in internal processes, external factors, frauds, employee errors, errors in properly documenting transactions, loss of critical or commercially sensitive data and failures in systems and/or network platforms. So, what is concerned by operational risks are ….. Business continuity in terms of infrastructural resilience; …. And then the have to face internal and external fraud and disputes and litigation between its own employees or with customers
- For example: On June 23, 2016, a referendum was held in the United Kingdom, commonly referred to as “Brexit”, in which voters approved the UK’s exit from the European Union. The potential impact of Brexit will depend, in part, on the outcome of the negotiations on tariffs, trade, regulations and other matters. So this changing exchange rate ( sorry for the joke of words) may affect a lot the revenues of TIM.
- Decisions with retroactive effect (for example, price revisions for previous years as a result of judgments issued by the Administrative Courts)
- In conclusion we saw that the implementation of these ISO standards are taing advantages to TIM for facing problems and for growing its revenue. So what we learned through the process of this case study is that if there is a standard is better to implement it, or give it some importance, than ignoring it.