A fast-moving market, on which customers have high expectations on delivery capacity and quality, puts heavy demands on organisation and leadership. This is why Cybercom has processes to strengthen its status as supplier and employer and to improve control and profitability.
Cybercom has three main processes in its operation, which are of central importance to the company's continued success:
- Business development - all activities surrounding Cybercom's solutions, commitments, and services - from customer proposition to development.
- Sales - all activities, planning, and operative work with sales and customer relations.
- Delivery - all activities surrounding production and delivery of solutions, commitments, and services and follow-up and evaluation together with the customer.
The three main processes are supplemented by several support processes including marketing communication, personnel, IT, and finance.
The business processes and operative systems were developed to allow Cybercom to retain and use knowledge and experience continually developed in the organisation. The results are constantly documented.
Clear, user-friendly processes increase the quality of analysis and decision-making, and facilitate knowledge transfer. They also reduce risk of losing important experiences and knowledge if key personnel leave.
Business development
Development of new solutions can be a long process, taking 6-18 months from concept to final solution. New or existing solutions and services development occurs in close partnership with customers - particularly embedded systems, portals, and billing solutions. While development is primarily customer specific, a general solution for a larger market is occasionally developed.
Key customers
Cybercom's account managers follow key customers regardless of geographic market, because most companies in telecom have global or regional operations. Cybercom's account managers are totally responsible for business relations with customers, which puts stringent demands on the position. Cybercom supports account managers with assistance from other functions, e.g., ongoing support from the executive team and from new concepts.
Recruitment
Recruitment is one of the critical factors for assuring continued growth. To fortify its recruitment base, Cybercom focuses on more systematic identification of future skill/capability needs. Cybercom developed a recruitment process to ensure that the most suitable candidates emerge via professional, fundamental recruitment initiatives.
Increased recruitment and professional training and development will occur in 2007 - to strengthen Cybercom's position as an attractive employer and to compete on the labour market.
Quality
Cybercom's quality initiatives comply with ISO 9001. One of the primary key objectives is delivery quality. Here, Cybercom aims to always have 100% satisfied customers. To compete internationally, it's business-critical that Cybercom fulfils customer's requirements for service, quality, and precision.
Environment
Cybercom's operation has low environmental impact. It mostly consists of use of office materials and disposal of old computers. Suppliers are required to comply with the TCO 95 and TCO 99 environmental requirements, and all materials must be recyclable. Cybercom participates annually in Folksam's Climate Index/Green Index for companies listed on the stock exchange. Cybercom's efforts in this area are aligned with good practices.
IT
To meet customers' demands for shorter lead times, and to support continued growth, a uniform business and support system was introduced in all subsidiaries. Operating procedures are well documented in the information security policy and in business support systems. Cybercom continually conducts systematic security initiatives to protect data and systems against perceived threats. The Group's goal is to continually improve use of IT support in all processes.
Branding
Cybercom's branding is primarily based on three basic documents:
- The brand platform defines fundamental values of the Cybercom brand.
- The communication platform defines how the brand is to be communicated to its various target groups.
- The graphic profile defines how the brand's visual identity should be perceived and controlled.
In 2005, the Cybercom - Driven by sense communication concept was produced - based on the company's values and culture. Work with the concept continued in 2006.
Finance
Cybercom continually works with financial reporting and profitability monitoring, with the purpose of insuring correct evaluation of planned and implemented measures. Financial reporting is based upon the annual budget and is followed up monthly. Continuous reporting provides a good basis for quarterly forecasts.
R&D
Cybercom has no R&D operation.
The Cybercom model
The Cybercom model provides a general overview of company methodology - from concept to implementation and customer delivery.
