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INTRODUCTION

   Telekom Malaysia established as the Telecommunications Department of Malaya in 1946, TM has been continuously developing and improving the country's telecommunication infrastructure over the years.  In 1968, the Telecommunications Department of Malaya was merged with the Telecommunications Department of Sabah and Sarawak to form Telecommunications Department of Malaysia. The company would work under this name almost two decades and this organization still being the biggest telecommunication company in Malaysia. Besides, Telekom Malaysia provide many service for all people around the world. This is include, high-speed internet access that could contribute towards attracting more foreign investment  . With this investment, not just the Telekom gain more profit but, the coverage of TM will spread to many country that involved. Apart from that, Telekom Malaysia provides corporate and government agencies with responsive customer support, dedicated and customised solutions coupled with up-to-date communications technology .  At TM, they also provide a wide range of solutions for SMI/SMEs that are specifically designed to suit the business needs of small to medium sized businesses in terms of cost, flexibility and convenience .  Telekom Malaysia also have voice services and data services that consist Metro-E, SmartMap, VSAT, Hosting services and many more. This is show that Telekom Malaysia not just focusing on internet but they also focusing in various type of services. If they want to be a very successful telecommunication services in Malaysia, they must have an employees that willing to give a huge commitment. Until 2015, Telekom Malaysia has 28,008 employees that works under this organization. This employees is the biggest contributor and the greatest asset to the company. Victory that have been gained by this organization because of all employees and a good management. Telekom Malaysia located at domestic and also international such as, Kuala Lumpur, Sabah and Sarawak, Thailand, Indonesia and many more. This is show how big this company operate as a No. 1 Converged Communication Service Provider. As TM moves towards the mobility space, it is actively preparing for 2016 being the Year of Convergence. The Group is executing plans to develop the necessary ecosystem for convergence, by leveraging on its assets and capabilities throughout the entire TM service delivery chain.

1. a) What is the vision and mission of the organization?

According Hunt(1991) and Sashkin(1988) in The Journal of Applied Business  Research Second Quarter 2008 volume 24,number 2 vision is a form of leadership in which a visionary leader transforms an organization culture to bring organization members to understand, accept and carry out his/her plan for the organization . These can be seen in Telekom Malaysia Berhad which they has  created  their new vision which are “To make life and business easier,for a better Malaysia” . By these vision we knew that TM looks forward to serve their customer with its wide-ranging offerings to meet their customer's needs in technology and businesses.

Based on Business Policy And Strategic Management second edition by Azhar Kazmi, Hunger and Wheelen(1999) say that missions is the purpose or reason for the organisation's existence.  Telekom Malaysia Berhad has created their new missions which are “We deliver Life Made Easier ” to customer through converged lifestyle communication experiences, to businesses by collaborating with and supporting them with integrated solutions and to the nation by supporting socio-economic innovation and social initiatives. Thus, the new mission created by TM was consistent to their new brand new promise and tagline which are life and business made easier.

1. b) Define and asses the organization's strategy.

According to Ahmad Reza Ommani in Strengths, weaknesses, opportunities and threats (SWOT) analysis for farming system businesses management, SWOT is a device that helps business managers to evaluate the strengths, weaknesses, opportunities and threats involved in any business enterprise.  A strong branding name has become the major strength for TM Berhad. This is because it gives  the ability to charge higher prices for their products because consumers can place an additional value in the brand. Besides, instead of targeting of customers, Telekom Malaysia Berhad only need to target new customers in order to grow their businesses. Despite the strengths, these company have a numeral of weaknesses such as bad customer service. Several reports had been posted to blog saying that  TM staff like to empty promises to their customer whenever their customers complaint about TM's product and services.

These can make their organization loss their new and even their regular customers. Hence, Telekom Malaysia Berhad or known as TM may produce new opportunities such as making their new technologies that can helps their organizations to better meet their customer's needs with new and improved their products and services to build competitive barriers against their rivals. Telekom Malaysia Berhad should take precaution on their threats such as growing in the mature market that required a lot of sharing partner , increasing of difficulty and big amount of expenses.Therefore, Telekom Malaysia Berhad should maintain and try to maximize their efforts to reduce the risks that they might have to face towards the effect of their organization's weaknesses and threats.

1. c) Identify its customers and/or constituents; and its competitors

Customers

   Telekom Malaysia (TM) core business is telecommunications, fixed line services, mobile and cellular, internet connectivity, operation of optic fibred systems, managed network services and trading in telecommunications equipment.  It is the dominant player in the fixed line telephony market in Malaysia, offering local call, long distance call and data services through a range of platforms. Telekom Malaysia ultimate customers are residential and corporate users.  Streamyx is mostly beneficial to residential customer with heavy internet usage that requires high speed internet. Besides them, large businesses and corporate users also using TM internet services as its give benefit to them in many ways. Large businesses require internet access with high business grade service to support mission critical applications like e-commerce, net-meetings, streaming audio/video, portal service, web hosting and access to the company LAN for telecommuting employees, extranet for valued customers and business partners.  

Competitors

    The monopoly of Telekom Malaysia, which is largely state-owned, on fixed-line and cellular services ended in 1994 with the licensing of several competitors  .  Maxis, P1 WiMAX, and Celcom are 3 TM competitors on high speed internet services. Celcom has the wildest mobile broadband coverage in the country, covering 71% of populated area and being a largest mobile broadband provider with more than 270,000 subscribers as end of February 2009   . It has targeted on the mass market consumer instead of business and corporate. It provides the customers surfing internet at ease anytime and anywhere they go. P1 WiMAX was launched by Green Packet Bhd on August 2008 after being rewarded by Malaysia Communications and Multimedia Commissions (MCMC) a license to provide a wireless broadband services   . They uses an aggressive marketing strategy to promote and build their brand name thus boosting their market share. This leads them to had more than 80,000 subscribers in it first 12 months of operation with only 30% coverage area in the country. Maxis launched Maxis Home Services, a multiple-play package offering internet speeds of 4 Mbps, 6 Mbps, and 10 Mbps, priced at RM 128, RM 158 and RM 218 per month respectively. It is comparable to TM Unifi offers, which provide speeds of 5 Mbps for RM149, 10 Mbps for RM 199 and 20 Mbps for RM 249 . Even with this hot competition, TM has surpassed its competitors in fixed-line services as it remains as the dominant provider of the fixed-line services with more than 90% of the market.

2. a) Describe how the firm is organized. Note the formal structure (organizational charts).

Figure 1: Organizational Chart Telekom Malaysia 2016

Reference from book, define the organizational chart is “the reporting structure and division of labour in an organization, also define that depict the positions in the firm and the way they are arranged” . Based on figure 1, the type of organizational chart for Telekom Malaysia is the vertical structure. According to Cynthia Myers define that “the vertical organization has a structure with power emanating from the top down. There\'s a well-defined chain of command with a vertical organization, and the person at the top of the organizational chart has the most power. Employees report to the person directly above them in the organizational structure. Each person is responsible for a specific area or set of duties”.

The vertical structure is control by the authority. The major authority for Telekom Malaysia company  is board of directors. They have power to control the power, functional and authority in organization their company. The owner of company have a major stockholders in managing the organization. According to the annual report TM, the owner of Telekom Malaysia included as the special stockholders of TM and held the company without charged for past 10 years.  As owner of company, the owner have to be responsibility for damaging high risk of problem. Every risk can lead to conflict and damaging the corporations whether it can handle before and after solving the problem. At any rate, the owner of TM also have never been conflict of interest leads the person rise up their main focus and remained to the objective of the company.

The downward of The Board of Directors is chief executive officer (CEO). In some company, one person possibly hold three position of CEO, Board of Directors and president. The CEO of Telekom Malaysia only hold one position as chief executive officer only. The CEO easier handling in one position than holding three position at the same time. In contrast, the CEO managing less workforce in one position instead use more workforce and high performances in more position holder. In group organization structure, the CEO of Telekom Malaysia role is provides leadership and vision towards increasing shareholders' value and the growth of TM whilst delivering our Corporate Responsibility commitment. In spite of this, the CEO another responsibility is about developing and spearheading the implementation of TM high-level business and build the growth strategies in line with the vision and mission of TM to approving by TM Board.

The CEO shared the authority with the other members to the top management team. The top management team member is downward CEO of TM such as Chief Strategy Editor, Chief Financial Editor and Chief Technology and Innovation Editor. They work together as team by following order from CEO as the leader group organization structure Telekom Malaysia.  For example, the Chief Financial Editor performing for the financial, business risk and assurance, capital funding and treasury management, investor relation of the group. Another team, such as Chief Strategy Editor committing for development, execution and sustaining strategic initiatives for TM group.  The team performed to accelerate their workforce and performance skills and connected to internal and external environment.

    Lastly, the Board of Directors controlled the Telekom Malaysia Company but only wait for all common result from the downward task, Chief Executive Officer. The CEO ordering his member team, Top Management Team to committed for divided task such as financial, technology, strategic, human capital and others. The Top Management Team approved to follow the order by CEO and giving their response and completing the task.

2. b)  Describe the decision –making process

Firstly, the first phase in decision-making is to identify the problem.  Identify the problem is to find weaknesses or problems in the company that was formed. Based on the annual report TM  2015, problems faced by TM is high competition with Celcom. This is because Celcom has their  high technology as comparative advantage to compete with TM. In fact, Celcom generate higher revenue than TM and has more customers compare to TM. To overcome this problem TM must identify the weaknesses that they are facing.

Secondly is generating alternative solutions. (S.Fisher, 1979), generating alternative solutions include ready-made solutions and custom-made solutions. Ready-made solutions is the existing solutions  when company already tried or use it  before. Custom-made solutions is a new solution according to specific problems. Therefore, TM had solve the problem of their competition with Celcom by generates one  alternative such as  custom-made solution. TM had become partner with Digi to make plans for customers everywhere through HyppTV, non-UniFi and Streamyx and offering packages to customers who subscribe HyppTV digi1.

Thirdly is evaluating alternatives. “The third phase of decision making involves determining the value or adequacy of the alternatives that were generated. In other words, it was the choosing phase where customer can choose which solution will be the best.  Evaluate these alternatives will take into consideration which includes the three elements that is cost, customer and profit. The analysis show that collaboration with Digi through HyppyTV can generate higher profit and customers in the less cost. Therefore, TM evaluates Digi by three elements to assist TM to competent with Celcom.

Fourth is making the choice. When the company was already making important decisions such as the concept of maximizing, satisficing and optimizing must be linked. “Maximizing is a decision that is best to be selected, for the satisficing is an option that is still acceptable but it is not the best option or perfect, and for the optimizing is the process that receives the balance of each alternative because both alternatives have the best selection based on the evaluation of alternatives that was available for Digi to maximizing. This is due to the percentage of customers increased annually. By do collaboration with Digi,TM can significant to boot up the profit that is a win-win situation with Digi.

Fifthly is implementing the decision. “The Decision-making process does not end when the choice is made. The selective  alternative must be implement.  Therefore, the process of making choices, TM decided to continue selecting  Digi to implement the selected alternative.This is because  Digi is the best choice because the percentage of customers subscriber rise year on year and also help to increase the purchase plan that has been created with TM and Digi namely HyppTV everywhere.

Lastly, evaluating the decision. In this step TM has to evaluate the decision that has been  made  to overcome the problem that they were  facing.  The big challenges facing by TM is high compettion with Celcom and TM was facing extreme circumstances. To overcome the problems, TM has make a strategy collaborate with Digi to generate more revenue and attract more consumers by create HyppTV program. Overall TM decision can solve the problem and gives benefit to its company and build up well-being with Digi.

2. c) How does the organization manage change?

    Based on the TM 2015 annual report , how TM manage change is to look at their chosen theme of \"leadership convergence\". TM choose the theme for the report because it not only reflects the direction of their business district, but to show a true picture of how the organization operates as TM. TM has focused on two main strategies to progress towards convergence and digital, which will continue to drive forward TM. This strategy aims to achieve the objectives of TM.   

   The first strategy is the implementation of convergence. “Being in the industry towards convergence, TM is proud to put themselves as a Service Provider Communication convergence number 1, not only from the perspective of technology or device, but more important is the aspect customer experience. Hence, to integrate converged to customer with special offer what the TM has been prepared, which will be realized in several components. The first component is a hit and a more comprehensive coverage where  TM will expand network reach and coverage through HSBB 2 and Public-Private Partnership Broadband Suburbs (SUBB) with the government to be able to go beyond previous the High Speed Broadband (HSBB) infrastructure to include other major economic areas across the country.

   Secondly, component is a high-speed Internet access as well, at anytime and anywhere. In this component TM had offer choices and flexibility to customers through the latest platforms for convergence, UniFi Advance Plus which comes with various additional features to suit different lifestyles. With the launch of UniFi With the launch of Advance Plus 30Mbps early in 2015, the property offers upgraded to higher speeds, mobility packages P1 ToGo modem and voice packages. Bids are equipped with the LTE network, which is now controlled by P1, plus coverage of WiFi TM thorough, customers will enjoy access to the Internet is very smooth and continuous, whether at home, in the office and on the go at any time and in any Everywhere.

   Lastly, component is meets the lifestyle needs of consumers and businesses. In this component  TM constantly expanding offering to meets the needs of society and the entertainment of customers across all existing devices. This sample content and entertainment is fun and interesting, while TM partnership with Microsoft gives offer 365 office as a business and personal productivity tool.

   The second strategy made by TM is moving towards digital. TM aspirations in the direction of digital include reinvent the customer journey to ensure customers receive the desired experience when interacting with TM across various traditional and digital channels. Initiative which covers the entire TM is reshape TM organization in the way of doing business, which will be carried out through four main programs.

   First program is for the customer to experience where TM will generate simple ways and friendly-user  to the customer . Thus,  TM can generate alternative that will create high attraction to customers. Second is the optimization process. Summarize and streamline internal processes through digitalization. Thirdly is analysis and channel diversity which TM using the analysis in order to ensure uninterrupted integration between the various channels. Lastly is new opportunities. In this program TM will create a new business or related to TM through digitization.

3. a) Briefly discuss the various leadership style.

   Leadership is the activity of leading a group of people or an organization. Leadership comprises of several values which should lead to the leaders becoming an efficient one. According to Shockley-Zalabak (2006),leaders have a major influence on most of the employees without any consideration on how the leadership and the competencies necessary for the leadership to actually become more effective.  A  leader is one who influences others to attain goals. The greater the number of followers, the greater the influences.

   When developing our leadership skills, we must choose the right style, at the right time in the right situation as a key element of leader effectiveness. There are a  few leadership styles such as participative leadership style, leader exchange their leadership style, team leadership, laissez-faire leadership style and transformational leadership style. In fact, a wide range of effective leadership styles exists. Organizations that understand the need for diverse leadership styles will have a competitive advantage in the modern business environment over those that believe there is only one best way.

   Participative leadership style is often called the democratic leadership style, participative leadership values the input of team members and companion , but the responsibility of making the final decision rests with the participative leader. Besides that, participative leadership rise employee morale because employees make contributions to the decision-making process. It causes them to feel whether their opinions matter. When a company needs to make changes within the organization, the participative leadership style helps employees accept changes easily because they play a role in the process. In addition, this style meets challenges when companies need to make a decision in a short period.

   Besides that, leader exchange leadership style is sometimes known as a leader-member exchange.This style involves the exchange of favours between two individuals. An exchange can be hierarchical between the boss and subordinate or occur between two individuals of equal status. For this leadership style to work, we need to know how to develop, maintain and repair relationships among superiors and subordinates.

Other than that, team leadership is complex, there are no simple recipes for team success. Team leaders must learn to be open and objective in understanding and diagnosing team problems and skilful   in selecting the most appropriate actions to help achieve the team goals. It is important to note that these critical functions need not to be carried out only by the leader. Nevertheless, experienced members in a mature team might share these leadership behaviours.

Laissez-faire leadership style is a style that is largely a “hands off” view that tends to minimize the amount of direction and face time required. A laissez-faire leader lack of direct supervision of employees and fails to provide regular feedback to those who are under his supervision. Moreover, highly experienced and trained employees requiring little supervision fall under the laissez-faire leadership style. However, not all employees possess those characteristics. This leadership style hinders the production of employees needing supervision. The laissez-faire style produces no leadership or supervision efforts from managers, which can lead to poor production, lack of control and increasing costs.

Lastly, transformational leadership  is a style that depends on high levels of communication from management to meet goals. Leaders motivate employees and enhance productivity and efficiency through communication and high visibility. This style of leadership requires the involvement of management to meet goals. Furthermore, leaders focus on the big picture within an organization and envoy smaller tasks to the team to attain goals.

In conclusion, various leadership style that involve human interaction and encourage participative decision‐making processes are positively related to the skills and traits that are essential for management knowledge.

3. b) Identify the style used by the leaders of the selected organization

   There is   a various type of leadership in an organization. As we can see, Telekom Malaysia has two leadership style, democratic and transformational leadership.  Telekom Malaysia use democratic style of leadership. Democratic leadership is a form of leadership in which the leader solicits input from subordinates. Telekom Malaysia' annual report stated that “The BEE 2015 indicates healthy Boardroom dynamics with good working relationships not only among the Board members but also between the Board and Management”. This means that the leaders of Telekom Malaysia maintains a good relationship between the Board members and Management to gather more input from each other. Other than that, Telekom Malaysia's annual report also stated that their Board had held 8 meetings during the year of 2014 by their Board and is shared to the directors afterwards. Decisions that are made from the meeting depends mostly on the majority vote.

   Telekom Malaysia also implements transformational leadership in their company. Transformational leaders are “leaders who motivate people to transcend their personal interests for the good of the group”. Based on Telekom Malaysia's annual report, Telekom had conduct training programmes for each section such as industry, strategy, finance, human capital management and corporate governance. This shows that Telekom has additional strategies and their leaders have goals that attracts people's attention and to motivate them.

    In conclusion, Telekom Malaysia is flexible when it comes to their style of leadership in the company. Apart from that, Telekom have transformational leaders that conducts training programmes for every section in the company. This shows that the leaders of Telekom are transformational because they have goals that can attract and communicate their vision with their employees.

3. c) How do the managers provide motivational environment for their employees?

    Rick Pitino Basketball define motivation as the only way to get people to like working hard is to motivate them. Today, people must understand why they were working hard. Every individual in an organization is motivated by something different. Motivation is the reasons for engaging in a particular behaviour, especially human behaviour as studied in economics, psychology and neuropsychology.  For having a great working employees, the managers have to face a really  greasy challenge and this challenge can be made possible by motivating them. Employee  motivation  is  one  of  the  policies  of  managers  to  increase  effectual  job  management  amongst employees in organizations (Shadare et al, 2009).   A motivated employee is responsive of the definite goals and objectives he or she must achieve, therefore he or she directs its efforts in that direction.  

   There were many ways managers can motivate employees such as just simply saying “Very Good”, “Thank you for your work”, “nice work” and others. This can make employee feel that they were being appreciate by their managers. Besides, employees satisfaction influence by their salary and promotion that given whether it is can make them work hard to gain more. This is important  because, the satisfaction and retention of the employees and measured by the salary.   The organization that use this kind of reward to motivate the employees to move forward and at the same time plays communication to the employees that don't want to give their best performance can move out from the organization. This is show how important employees must giving their best performance, not just because of the salary and promotion but it consist the future of our career.

   From annual report 2015, Telekom Malaysia has 28008 amount of workers that was very valuable asset to the company. We can see that Telekom Malaysia is one of the organization that also giving their employees motivation so that they always giving are good performance at their workplace. As found from Telekom Malaysia Berhad report, many benefits that provide to the employees and they provide a wide range of financial and non-financial packages in addition to the basic salary  increments, bonuses and medical benefits.  Many types that offered to the employees such as, competitive reward, attractive allowances, education assistance, insurance coverage and many more. With the reward given to the employees, they tend to feel their work being appreciate and they will feel that every time they accomplish their work, they must show a higher standard of quality. Apart from that, managers provides many kind of this rewards  to motivate their employees so that they remain loyal to the organization. Also, this can make the employees give their 100 percent of commitment to the company because, beside from doing a good job they want to achieve some recognition as one of the role model worker to others.

   As we can see, employees satisfaction is important to the company so that the employees always have encouragement to work every day. In order to motivate their workers, Telekom Malaysia managers also provide a safe and conducive workplace so that the employees can make their job comfortably. Besides, Telekom Malaysia will give rewarding achievements to the employees that always perform the best on their work. This reward can be many kind of things such as holiday ticket, money voucher, food coupon and many else. This motivate the employees to work very hard so they can achieve the rewards. Therefore, this is to show that this organization provide the motivation through many kind of rewards to the employees so that effectiveness in organization will increase to the higher level. When the organization can runs very well, it is because of the highly potential of employees that donate their hard work and giving all their knowledge to the works they done.

4. a)How do the organization encourage innovation in their workplace?

Telekom Malaysia maintain an efficient and effective communication system within the organization may encourage innovation in their workplace.Every organization need  competent form of communication at all organizational levels. Organizational communication can divided into aspects of leadership and it it useful in leading and improvising employee effectiveness and performance in the organization.  Among the characteristics that must be present in every leader is to become an efficient and effective leader to another employee.  According to Shockley-Zalabak(2006),leaders have major influence on most of the employees without deliberation on  how the leadership and the competencies necessary for the leadership to actually become effective. Based on their book, they stressed the importance  to understand the leadership and management communication, the determinants of tactics for leadership. Besides, to determine an effective leader is knowledge, sensitivity, strategic and tactical communication among other employee.

Based on Journal of Human Capital Development, YBhg.Dato' Kairul Annuar Mohamed Zamzam, Vice President, Consumer and Business Sales, Telekom Malaysia Berhad  was previously the Chief Executive Officer, Telekom Sales and Services Sdn Bhd(TM Point) from the 1st August 2004 – 30th June 2007. Dato' Kairul was the accredited person for the success of transforming the Telekom store to the new TM Point during the re-branding exercise carried out by Telekom Malaysia Berhad. According to his interview, he shared his experience handling staff issues to motivate their  staff in their workplace. He told the workers that handle staffing issues at the most basic level where it is always important for him to solve issues relating their subordinates by face to face communication. As face to face communication offers more than just verbal interactions, emphasizing the main and important roles be handled by each supervisor all TM Point stands an effective tool in ensuring efficient performance motivation.  He also using a simple approach to  leadership of open and two way communication channel, ensure that employees involved in most management decisions affecting them such as re-location, re-banding or other issues that affect them. Next, approach practicing  open communication channel, Dato'Kairul conducts weekly audio conferencing or video conferencing with all State Business Managers nationwide. Apart from that, it is encouraging excellent communication practices, this approach is in line with TM' position of embracing technology in the competitive industry. Personal information of staff, Dato\' Kairul feel that it is important because things are sometimes personal or issues someone may affect the performance of staff. A leader should practice degree of flexibility in addressing the issue of personal matters the staff but must ensure that staff do not take advantages as work is still the priority when in workplace.

Therefore, TM management can further improvise the communication concept by ensuring that employees proposal and concerned are addressed and communicated back to them in their workplace, either the decision was favourable to the employees or not. This  two-way communication would greatly improve the overall communication system of the organization.

4. b) What ethical dilemmas are faced?

Definition of dilemma ethics.

According to what is it ethical dilemma, it is necessary to make a distinction between law and policy, morals, value and ethics. The ethics is a fact preposition (standard) and used by a members of the professional or the group to decide what is the right course of action in this situation is. Ethics depends on logical and rational criteria to reach a decision, essentially cognitive processes (Congress, 1999; Dolgoff, Loewenberg, & Harrington, 2009; Reamer ,  1995; Robison & Reeser, 2002)  . In  the other hand, explains the ideas that we appreciate or reward. To appreciate what it means that we hold dear and feel it has no value to us. Therefore, there is often a feeling or affective component associated with values  . Usually, the value of the ideas that we aspire to achieve, such as equality and social justice. Moral code of conduct describes the behavior of an individual puts. It is used to negotiate, support, and strengthen our relationships with others (Dolgoff , Loewenberg, & Harrington, 2009).

Ethics dilemma are faced Telekom Company

As a company that offers broadband communications services and the largest in the country is trying to diversify its offerings in the telecom and communications services integrated with the supply of broadband, fixed line and data. Deals with the intention of giving satisfaction to the users. With the proliferation of wireless technology, the internet and many offer services that  exist in the field of wireless technology like Streamyx and UniFi for data services while mobile phone company Celcom under TM has been providing high-speed internet service package.

Because the company Telekom was privatized company and also the company\'s largest communications problem exists in the management of this company. The telecom always find a solution to such a problem does not occur redundancies, overlapping problems and misunderstandings in dealing with a large company. For example in the field of communications, the telecoms company has structured into two parts, the company managing the fixed line FixedCo RegionCo while the company\'s mobile line. This makes it easier for the company to function smoothly and efficiently.

The second dilemma faced by the telecom is to know and understand consumer tastes changing market conditions change, about what is required of the user in order to give satisfaction to the users. With consumer needs has always had a taste of a changing telecom company then always try to identify what is needed to meet the user the convenience of users.

The third dilemma is the pressure from the competitors. Competitors had a major influence on telecom, although it\'s not as big as the telecom companies but with the same purpose of providing the best communication services to the consumer to some extent the pressure of competition to the telecoms. Celcom is under the custody of the telecom companies compete fiercely with companies like Digi, Maxis, Tune Talk, providing mobile data services. Due to the pressure of competitors trying Celcom offers data at a low cost to consumers.

 The fourth was in a dilemma Telekom market conditions are volatile and constantly changing. Due to the high demand for mobile data services and broadband, telecom try to provide a great shopping to meet the needs of consumers, especially the urban and rural fringe. This is because most of the people living in the rural outskirts of the city and is still having difficulty in accessing the internet facility. Telekom is the ultimate goal that all users can connect with each other without any obstacles. With this improvement project hope that all telecom users in Malaysia can achieve access to the Internet through their mobile phones and broadband widths available.

4. c) What sources of “employee empowerment” are utilized?

Employee can be define as an individual who works part-time or full time under a contract of employment. Employee also called as a worker. Meaning that employee is very important to organization because without hiring an employee, the organization will not run by itself. Therefore, there are ten principles of employee empowerment that every organization should apply in their  work environment. The principles include demonstrate of value people, share leadership vision, share goal and direction, the importance of trusting people, provide information for decision making, delegate authority and impact opprtunities, not just more work, provide frequent feedback, solving problems, listen to learn and ask question to provide guidance and help employees feel rewarded and recognized for empower behavior.

 In Telecom Malaysia Sustainability Report 2013, they  provide four key pillar of their people strategy:

1- Working together.

TM  introduced Teaming with Passion (TWP) in late 2009 to create corporate excellence via strong leadership that able to spread a positive change in their organization. TWP has proven to significantly highlight the morale and spirit of oneness among the employees. One of the programme that TM provide is Sesi Teh Tarik. This programme gives employees interaction  with the Group Leadership Team (GLT) and it was introduced in 2007. This allows group Chief Executive Officer to meet the employees. The objective of the programme are  to provide platform for the GLT to promote greater understanding of the company vision and mission among employees,to provide platform for employees of all levels to interact with the top management and share their views on matters related to the company's business. From the session ,most participant expressed  satisfaction with the topics   and they gained better understanding of the group direction and role. Next, there is Chill Out With GCC (Group Corporate Communication),whereas employee engagement initiative with an environment that held in Kedah by the Vice President of Group Corporate Communications. 90 employees including 71 employees from TM Kedah and Perlis participated in this session. During the session, TM Management shared the company's vision with staff and at the same time listening to their concerns and feedback for the future enhancement of the company operation.TM do seeking input from the employees. TM do listening to their employees and it helps them to build a better company. As a result, employees are given opportunities to speak to their managers and leaders and the answer will be given in variety ways. For instance, blogs, performance reviews, social media and informal gatherings. TM gain valuable feedback through surveys  that they made on how they can make their work better. Communication teams are responsible proactively to the feedback and ensuring appropriate action is taken on suggestion made.  Moreover, TM tapping into employee's ideas. They believe in developing better products and solution,they give the employee opportunities to collaborate and innovate in situations outside the work environment. The opportunities enable via interactive forums and innovation events.

 2- Provide training and development.

To make the employees skill more sharp and better, TM  offering them a variety of programmes and training courses such as management, technical and career development. TM introduce learning tools which is to ensure continuous learning and develop employees. GEMS ESS Learning Solution is the example of the learning system that provided by TM. This online training application system can allows employees to apply such as courses, industrial attachments and study visit that conducted by TM Training Centre.

3- Rewarding our people.

Employee's pension liabilities are covered through EPF scheme and insurance was provided to all full time employees. The benefit are :

• Allowance and reimbursements

• Club membership

• Medical benefits

4-  Safe and healthy work environment.

TM  has provide  Our Occupational Health and Safety Programme. This programme is about  to reduces the risk of injury and illness among the employees. All employees are responsible  to following the rules and safety. Other than that, they also pledged if there is any accident or injuries at the workplace to the supervisor. TM are very serious about the workplaces from hazards. To make a safe environment, TM addresses  the following of rules and regulation:

• Occupational Safety and Health Act(OSHA)

• Telekom Malaysia Occupational Safety Health and Environment(OSHE) management system

• The Factory and Machinery(Act 1967)  

Conclusion

To be conclude,Telekom Malaysia Berhad DBA (TM) was a  Malaysia's leading telecommunications company, with a history dating back to 1946. The company sees itself as transforming the way Malaysians connect, communicate and collaborate, with a strong emphasis on innovation.TM had achieved in what their stated in their organization's vision and mission. From the organization's strategy, can be conclude that TM can reduce the risks of negative effect that they might have to face  toward their weaknesses and threats analysis. By collaborate with Digi, TM had overcome the problem with their rival such as Celcom.By doing the strategy,TM can generate more revenue and attract more consumers. TM have transformational leaders that conducts training programmes for every section in their company.Thus, the leadership style that were used was a milestone to the company.This is because by the providing training,the employee can excel in their division of job given.To maintained their success in becoming the leading telecommunication company,TM should always guard of their relationship with the stakeholders.As we knew ,stakeholder was one of the influential people to determine their wealth as a communication company.

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