by Luk Wai-keung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / Bibliography: leaf 80. / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Proliferation of New Products --- p.1 / Impact of Market Forces --- p.2 / The Case of New Service Launch --- p.4 / Outline of Study --- p.5 / Chapter II. --- METHODOLOGY --- p.6 / Multi-dimensional Approach --- p.6 / Literature Survey --- p.7 / Review of Company's Own Records --- p.8 / Discussion with Product Management Team --- p.9 / Field Observation of Marketing Activities --- p.9 / User Interviews --- p.10 / Chapter III. --- INDUSTRY & COMPANY OVERVIEW --- p.12 / Global Trend in the Telecom Industry --- p.12 / Rapid Development & Proliferation of New Services --- p.12 / Deregulation of Telecommunication Industry --- p.13 / Telecommunication Industry in Hong Kong --- p.14 / The Hong Kong Telephone Company - Monopoly & Its Impacts --- p.17 / Company Strengths --- p.19 / Company Weaknesses --- p.20 / Chapter IV. --- VIDEOLINK SERVICE & ITS DEVELOPMENT IN HONG KONG --- p.22 / What is VideoLink ？ --- p.22 / Some Technical Information --- p.23 / VideoLink Service Development in Hong Kong --- p.24 / Development History --- p.24 / Service Format & Pricing --- p.26 / Preliminary Assessment of Marketing Progress --- p.27 / Chapter V. --- VIDEOLINK MARKETING PROFILES --- p.29 / Product Profile --- p.29 / Product Strengths --- p.29 / Product Weaknesses --- p.32 / Competitive Profile --- p.33 / Competing Products & Services --- p.33 / Evaluation of Competitors --- p.34 / Customer Profile --- p.37 / User Requirements & Characteristics --- p.37 / Application Types & Market Potentials --- p.39 / Chapter VI. --- ANALYSING THE MARKETING PROBLEMS --- p.44 / Review of Marketing Program --- p.44 / Product Strategy --- p.45 / Pricing Strategy --- p.45 / Sales & Distribution --- p.46 / Promotion Strategy --- p.47 / Identifying the Marketing Problems --- p.49 / Exploring the Underlying Causes --- p.52 / Technology Driven Culture --- p.52 / Monopoly Status --- p.54 / Organisational Hindrance --- p.55 / Chapter VII. --- STRATEGIC RECOMMENDATION --- p.57 / Reformulating the Marketing Program --- p.57 / Identifying the Target Market --- p.57 / The Product Offerings --- p.60 / The Promotion Mix --- p.62 / The Sales Strategy --- p.63 / Establishing a Marketing Orientation --- p.64 / Chapter VIII. --- CONCLUSION --- p.70 / APPENDIX / Chapter 1 --- User Interviews Discussion Guideline --- p.73 / Chapter 2 --- VideoLink Tariff Schedule --- p.75 / Chapter 3 --- Customer Profile Analysis --- p.76 / Chapter 4 --- Orangization Structure of VideoLink Team --- p.77 / Chapter 5 --- VideoLink Service Configuration - Comparison of Fixed & Switched Connections --- p.78 / Chapter 6 --- Hong Kong Telephone Corporate Vision Program --- p.79 / BIBLIOGRAPHY --- p.80

by Lo kwok Wing, Luk Siu Bun, Ben. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (p. [34]-[36]). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Consumer Market of Telecommunication Services --- p.1 / Advent of Competition --- p.3 / Scope of Report --- p.4 / Organisation of this Paper --- p.5 / Chapter II. --- METHODOLOGY --- p.6 / Chapter III. --- BUSINESS DEFINITION --- p.9 / Business Definition --- p.9 / Corporate Goals --- p.10 / Chapter IV. --- SITUATION ANALYSIS --- p.11 / Macroenvironment --- p.11 / Industry Environment --- p.20 / Market size & Market Growth --- p.25 / Product Profile --- p.26 / Customer Profile --- p.31 / Competitor Analysis --- p.38 / Company Situation Analysis --- p.49 / Chapter V. --- STRATEGIC ISSUES ANALYSIS --- p.62 / Key Success Factors --- p.62 / Strategic Issues --- p.63 / Strategy Options --- p.70 / Chapter VI. --- RECOMMENDATIONS --- p.72 / Grand Strategy --- p.73 / Functional Strategy --- p.78 / Chapter VII. --- CONCLUSIONS --- p.92 / APPENDIX / Chapter 1. --- The Trend of Average Family Size per Household / Chapter 2. --- Growth of Residential Telephone Lines / Chapter 3. --- Growth of Business Direct Telephone lines / Chapter 4. --- Growth of Total Starline (1989-1993) / Chapter 5. --- Growth of Citinet (1991-1993) / Chapter 6. --- Growth of International Traffic / Chapter 7. --- Questionnaire of Customer Surveys / Chapter 8. --- Summary of Results of Customer Surveys / Chapter 9. --- Gross Sales Revenue Distribution / Chapter 10. --- Breakdown of the Major Gross Sales Revenues For CS Inbound / Chapter 11. --- Breakdown of the Major Gross Sales Revenues For CS Outbound / Chapter 12. --- Breakdown of the Major Gross Sales Revenues For CS Retailing / BIBLIOGRAPHY

Esta dissertação procurou investigar as condições de trabalho em uma central de atendimento telefônico ligada a um banco público. A unidade em foco é terceirizada e seus empregados exercem mesmas tarefas que funcionários concursados. A unidade de teleatendimento possui alto grau de informatização e combina características de organização tayloristafordista com gerenciamento toyotista, apresentando especificidades decorrentes da utilização de mão-de-obra num contexto marcado pela flexibilização nas formas contratação e conseqüente redução de direitos laborais de terceirizados em relação aos funcionários efetivos do banco. O objetivo geral foi o de questionar suposta neutralidade da tecnologia quando mediadora da relação capital x trabalho. Por ser uma pesquisa qualitativa, partimos de bibliografia que nos auxiliasse na comprovação dessa hipótese, a de que a tecnologia foi apropriada pelo capital e a este serve na medida em que permite a intensificação do ritmo de trabalho, aumento no controle dos resultados e a conseqüente aceleração no ritmo de acumulação. Os argumentos de que a ciência pouparia o ser humano do esforço físico desnecessário e o libertaria para desenvolver atividades ligadas ao intelecto se verificou em parte, sem, no entanto, diminuir o grau de exploração sobre o trabalhador, verificado pela precarização crescente nas formas de contratação, gerando um novo mundo do trabalho. Questionários mistos foram utilizados junto a trabalhadoras da empresa terceirizada, no intuito de identificar o perfil socioeconômico, o histórico profissional, as condições de trabalho e qual a percepção como classe trabalhadora. Identificamos que o grau de controle e o ritmo de trabalho se constituem em formas de intensificação na exploração, propiciada pela combinação de técnicas gerenciais da era fordista e pela utilização de sistemas de controle baseados na informática, constituindo o aparato tecnológico, uma dimensão do capital. / This thesis sought to investigate the working conditions in a call center subordinated to a public bank. The telemarketing unit under study is outsourced, and their employees perform the same tasks as direct permanent employees. The telemarketing unit has a high degree of computerization and combines features of Taylorist-Fordist organization with Toyotist management. Labor force use characterized by flexibility and a reduction of labor rights of the outsourced employees compared to the permanent employees of the bank. The hypotheses that guided this research is that technology, far from being neutral, serves the interests of capital as far as it contributes to intensification of labor, increased labor control and, as a result, to the acceleration of capital accumulation. The arguments that science would save human beings from unnecessary physical effort to liberat and develop activities related to the intellect occurred in part, without,however, reduce the degree of exploitation of the employee, revealed by the growing labor insecurity. Questionnaires to the outsourced company workers were used to obtain data aiming to identify the socioeconomic, occupational history, working conditions and the self-perception as working class. We found that the degree of control and intensified labor pace provided by the combination of Fordist management techniques era and control systems based on computer, are increasing labor exploration. In this regard, the technological apparatus can be seen as a dimension of capital.