IndexSWOT AnalysisPEST AnalysisLiterature ReviewCRM RolesMc Kinsey 7S FrameworkThe Seven Interdependent ElementsSoft ElementsMichael E PorterA proper workflow must be maintained for the business operation to achieve organizational objectives. Workflow management system (WFMS) implementation is very important in managing the intertwined business processes of today's IT. The benefits of a workflow management system are improved communications, cost reduction, error mitigation, employee success, and competitive advantage. Customer Relationship Management System (CRMS) is another system required to maintain a proper relationship with an organization's customers. CRMS helps you create new customers and retain old customers by maintaining regular contact with customers and listening to their feedback. Websurfer Nepal Communication System Pvt Ltd is one of the renowned leading ISPs and NSPs of Nepal. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an original essay The company was founded in January 2001[1]. The company has entered the market with Internet services such as Wdsl, optical fiber, Wi-Fi hotspot and network services such as Intranet, VPN for ABBS of banking and financial companies with numerous branches. The web browser has two categories of customers, residential and business. WDSL is based on wireless technology, where the customer-side CPE connects with the company POD. Fiber optic technology is suitable for long-distance, high-bandwidth data transfer, especially useful for dedicated Internet service for businesses. WAN, Intranet, VPN are technologies that connect multiple branches of an organization with the Headquarters. The Web browser recently approached the market with Tvnet, a coaxial cable-based technology that carries both TV and Internet signals on the same cable. Residential consumers benefit from the Tvnet service with the ability to watch digital TV channels and access to the Internet. In collaboration with TV signal provider Sky Cable TV, a sister company of Web surfer has come up with various Tvnet packages on the market. Websurfer's strong competitors WorldLink, Vianet, Subisu aggressively attract customers with cheap fiber optic Internet connection packages. By frequently upgrading high-speed packages at lower prices, creating excitement and desire in customers for high-speed Internet. Websurfer Tvnet packages are available at different speeds like 3 Mbps, 6 Mbps and 12 Mbps with full HD digital TV channels. Customers looking for an alternative ISP seems to be Websurfer's main problem. The reasons are various, mainly after-sales technical support, the service not provided in the times indicated by the customer and the new installation not carried out faster, within the promised time period. There is a fear of losing existing and potential customers. The problem scenario is the current order of workflow, communication and coordination between functional departments such as sales and marketing, accounts, store and inventory, infrastructure, technical support. The Marketing department sends a work order to the Installation department without confirming the customers. Marketers work under pressure, they have to reach sales targets. The customer who requests internet service packages is also queued in the order and not a real customer. Sometimes accounts do not prepare invoices on time, due to delays from marketing, sending the customer package and billing information. Therefore the technician failed to reach the customer's house on time and the next day the customer did notwould have received a phone call or would not have been contacted again to connect. The client will start looking for other ISPs that connect faster. Store & Inventory sometimes does not have sufficient supplies of necessary routers, equipment and tools, which also interrupts the connection. Due to misinformation from the Infrastructure, Sales and Marketing Department I am not aware of the network coverage and the technical possibilities of the Tvnet Internet connection. Marketing seems to assure the customer a new connection and the customers order is canceled because it does not satisfy them. The most important department is technical support, where customers' Internet problems are analyzed, monitored and resolved on time. This unit serves to maintain the quality of Internet service for customers. If customer issues are not addressed in time, there is a fear that customers will become angry, dissatisfied, and may interrupt or disrupt Internet service. The technical support team must properly talk to customers, listen to their problem, correctly diagnose whether the problem is in the network segment or the customer's router. The incomplete work of the Infrastructure department also affects the quality of customer service, and the technical support fails to resolve technical problems. Customers are provided with an Internet connection from points outside of network coverage that is technically incorrect and causes problems, creating problems for customers. Coordination from the infrastructure department, not provided on time, causes stress and confusion in the technical support team. If untrained staff will not be able to resolve the problem in less time. The field technician is unable to satisfy the customer, customers are made to wait for a long time, defaming the name of the company. Referral from customers will not happen to other people and the company is losing market share. A web browser uses a Sure management system to retrieve customer information, connection date, expiration date and for ticket escalation. But it is more than 10 years old, not easy to use and does not incorporate all departments at the operational level. The means of communication is mainly the telephone, optionally e-mail. The installation and field support department is coordinating with all departments before proceeding with the new TVnet connection and field support. First of all, the order comes from Sales and Marketing, before going into the field the Installation department must make sure that the customer really wants to make the TVnet connection, coordinate with the infrastructure whether the customer is in the coverage area or not, they must ask the department Invoice Accounting asks Inventory if there are enough routers and the necessary equipment available. Finally, if the connection has been established, it must coordinate with the technical support department to ensure quality Internet service to customers. Here the installation department is under pressure, most of the time is spent coordinating with all departments before going to visit customers. Tvnet connection and field support, if something is wrong with any department's connection it can't be done in time. And the customer is lost, this raises doubts about the quality of service and the future sustainability of customers. The report reflects the lack of connection for internal reasons. Aggressive competing ISPs exploit the opportunity of this situation. They have a good marketing strategy whereby customers offer high speed internet at a lower price, connect internet to customers' homes faster, offer free internet packages on referral basis. Other ISPs take customers away witha good offer and shorter connection times. Company analysis The company situation is analyzed based on the popular analysis method. SWOT Analysis1) Strength: The strengths of a web surfer are capital, reputation, a large organization with 300 employees and market share or maximum number of customers2) Weakness: The weaknesses of the web surfer are coordination of operational departments, inadequate strategy and functional level management problems. 3) Opportunity: By implementing the new strategy to improve the weakness, the company can win back more customers, increasing market shares. 4) Threats: Competitor ISPs like WorldLink, Vianet who offer quality internet services at lower prices. PEST Analysis1) Political: Political instability is one of the main problems of the country.2) Environmental: Good environment for growth but strong competitors.3) Social: Socially acceptable services, reputed company.4) Technical: Technically strong, capable of adoption of new technologies.Literature reviewWorkflow management is an essential component of the modern organization, which executes critical business processes [2]. Business process management provides a clear view of the business structure, automates low-level management such as monitoring work progress. [3] To remain competitive and grow, a company must optimize its processes to minimize inefficiencies, conserve resources, and ultimately increase revenue. Business workflow automation is a concept that transforms existing business activities, roles and tasks from legacy and manual systems into a centralized automated structure. Business Process Management (BPM) is a discipline that involves any combination of modeling, automation, execution, control, measurement and optimization of business activity flows, in support of business objectives, spanning systems, employees, customers and partners within and beyond company boundaries [4]. The objective of the Web browser workflow process study analysis, regarding the problem, provides information on solutions which are the implementation of Workflow Management System (WFMS) and Management System customer relations (CRMS) for the overall benefit of the company. Proposed Workflow Management System In this system the work, order comes to the field installation and support department only through a number of other departments through the ticket and approval process.1) The sales and marketing department while the The customer survey selects a real customer of the TVnet connection.2) The Infrastructure department checks the network coverage if technically correct, approves and forwards the ticket to the accounting department.3) The accounts approve the ticket, prepare the invoice and forward it to inventory.4) Inventory provides a router and required equipment, approves and finally forwards the ticket to Installation and Support field.5) Installation and Field Support schedules an appointment with the customer and makes the connection by mobilizing the technicians in time.6) After successfully making the connection ticket, it is approved and forwarded to after-sales technical support, who ensures with customers that the Internet service is good and the customer is satisfied, then a ticket is approved again and forwarded to Sales and Marketing. 7) Finally, Sales and Marketing prepares reports on successful connection and failed connection due to various reasons for top-level management to make further business strategy. The results of implementing workflow management system are : TVnet connection made in 1.