View
3.637
Download
0
Category
Preview:
Citation preview
Highly Confidential MSE 2015
Michel Chamat
Department Structure Telecom Companies
1
Highly Confidential MSE 2015
Functional Organizational Structure
2
• The Functional Organizational Structure is a common type of organizational structure in which the organization is divided into smaller groups based on specialized functional areas.
• Advantages:
1. Increases the work efficiency of the company, as major sections functions only in their specified fields.
2. Increases the performance of individuals, as every member is placed in his specific department.
3. Increases the knowledge and experience of individuals, as employees from the same field are placed in the same team or department and share their knowledge with others.
• Disadvantages:
1. Communication between different departments becomes more difficult due to the limited relations between the sections.
2. Harder decision-making process, as different sections ,having different points of view, share the same execution board.
Despite having some disadvantages, the functional organizational structure proved to be, especially in the telecommunication field, the most efficient department structure. As reported in 2014, these worldwide companies are serving around 25% of the global population , and are making revenues of over 400 billion $ combined.
Highly Confidential MSE 2015
Alfa - Touch
Lebanese Companies
3
Highly Confidential MSE 2015
Department Structure : ALFA
4
Chairman & CEO
VP, HR, Admin and Legal Affairs
Employment and Legal Issues
Chief Communications Affairs Officer
Communication and PR
Chief Technology Officer
Ensures proper function and safety of the data center
Chief Corporate Strategy & Quality
Officer
Chief Commercial Officer
Marketing and Customer Service
Chief Financial OfficerManages financial planning
and record keeping
Legal Counsel
Legal Cooperation and International Law
AdvisorProvide Expert Advices and
Consultancies
Human Resource
IT TeamSoftware Development, Solutions and Security
Network
Public Relations
Media Relations
Engineering Team
Sales and Marketing Department
Customer Service
Quality Department
Accounting and Reports Team
External Relations
Research Department
Finance Department
Strategic Planning
Management Department
Internal Audit
Highly Confidential MSE 2015
Department Structure : TOUCH
5
CEO
Chief Financial Officer Chief Commercial Officer
Chief Operations Officer
Chief Information and Security Officer
Chief Corporate Management Officer
Head of Human Resources Department
Finance Department
Strategic Planning
Accounting and Reports Team
Management Department
Internal Audit
Legal Counsel
Legal Cooperation and International Law
AdvisorProvide Expert Advices and
Consultancies
Sales and Marketing Department
Engineering Team
Media Relations
Public Relations
Customer Support
Investor Relations Unit
External Relations
Quality Department
Research Department
IT TeamSoftware Development, Solutions and Security
Network
Human Resource
Highly Confidential MSE 2015
Lebanese Companies Structures
6
COO – Chief Operation
Officer
CCO – Chief Commercial
Officer
Financial Officer Level 1
HR Level 1
Corporate Management
Officer Level 1
ALFA
NOUnique chairman and
CEO
YES
YES
YES
YES
TOUCH
YES
YES
YES
YES
YES
Legal Affair Officer – Level
1YES
NOCOO heads the General
Counsel and the Law Department
Technology Officer - Level
1YES YES
ALFA TOUCH
Investor Relations Unit NO
YESThe company is owned
by ZAIN
Highly Confidential MSE 2015
Summary : Lebanon
7
• Two cellphone operating companies : ALFA and TOUCH.
• Department structures : Very similar ,with large execution boards managing all different sections of the company under a functional organizational structure.
• In both companies, different departments are managed by Chief officers and supervised by the CEO :
1. Chief Commercial Officer : Deals with Media, Marketing and Production branches of the company. Heads the sales, engineering and marketing teams.
2. Chief Financial Officer : Responsible for financial planning and record keeping. Heads the financial and managerial teams.
3. Chief Human Resources Officer: Manages the recruitment and employment of staff. Has direct contact with the HR Generalists.
4. Chief Technology Officer: Ensures the proper function and the security of the data center.
Heads the IT and technical teams.
5. Chief Corporate Management Officer: Supervise the quality of work within the company.Heads the quality department and external relations with
investors and other companies.
• Despite the similarities, the companies adapted different approaches when dealing with legal affairs and investor relations. The main reasons for making changes in these departments are the availability of a foreign investor and the involvement of the chairman in the ongoing business of the company.
Highly Confidential MSE 2015
Summary : Lebanon
8
• Availability of a Chief Operation Officer - COO : As ZAIN is a major stakeholder of TOUCH, the company has a COO who oversees the ongoing business in the company and reports to the CEO. The chief officer also heads the legal counsel, who oversees the legal affairs of the company, and the advisors for expert advices about the ongoing and future businesses.
• Availability of a Chief Legal Affairs Officer :As the chairman of ALFA oversees the business directly as a CEO, no COO is appointed in the company and the legal affairs department is supervised by a chief officer.
• Having the services of both ALFA and TOUCH covering only Lebanon, the execution board focuses mainly on national users, as no global nor regional marketing officers are needed. To maximize the work efficiency of these Lebanese companies, the previous department structures were implemented by separating the functions by expertise and minimizing the number of departments and board members.
Highly Confidential MSE 2015
Etisalat – Zain – Ooredoo – Syriatel – STC – Mobinil
Regional Companies
9
Highly Confidential MSE 2015
Department Structure : ETISALAT - UAE
10
CEO
Chief Financial OfficerManages Financial Planning
and Record Keeping
Technology and Operations Head
Group
Chief Commercial Officer
Manages media, marketing and customer service
Internal Affairs Head GroupChief Internal Audit
Chief Information Officer
Ensures the safety and proper operation of the data center
Finance Department
Strategic Planning
Management Department
Chief Strategy Officer
Sales and Marketing Department
Media RelationsAds, Social Media, and
Commercials
Public Relations
Costumer Service
Chief Technology Officer
Engineering Team
Chief Digital Services
VP of International Roaming and Mobile
Services
Chief Procurement Officer
AdvisorProvide Expert Advices and
Consultancies
Accounting and Reports Team
Internal Audit
Chief Legal and Regulation Officer
Chief Internal Control Office
General Counsel
Corporate Secratary
Legal Cooperation and International Law
VP of Talent Management and
Human Resourcing
Human Resources
IT TeamSoftware Development, Solutions and Security
Network
Highly Confidential MSE 2015
ETISALAT – Recent Developments
11
• Based in the UAE , operates in 18 countries in Asia and Africa.
• In 2010 and 2011, major losses were reported by the company due to “competition and drop in prices”. The company reported a 24% decrease in the net profit in 2012, and therefore eyed restructuring to cut losses. (Reuters,2012)
• In 2012, ETISALAT owned 66% of the shares in Egypt and appointed a new CEO , as the former CEO of Etisalat Misr was transferred to the UAE. Also, major changes were done in the excusive board this year, as new appointments were made in the following posts : group chief executive, chief financial officer , chief marketing officer, new chief regional officers for Asia ,Africa, and the Middle East. (Reuters,2012)
• As reported by the company, the company sold 9.1% of its shares in PT XL Axiata Tbk in 2012 for 1.87 billion AED. (Etisalat,2012)
• Also as confirmed in 2015, Etisalat sold all its shares in the French Speaking West-Africa to Maroc Telecom ,for 474 Million Euro, due to the increasing competition in this region as well as the language gap between the company and the communities. (Reuters,2015)
Highly Confidential MSE 2015
ETISALAT - Department Structure Analysis
12
1. Public Relations Department :
The department has been able to bring forward the point of view of the company to the public, raising their earning profits.Role : Establish and maintain relations that results in mutual benefits.Activities : Promotes the company in a good way.
Develops good relationships with stockholders.Creates efficient ways to advertise and promote the activities of the company.
2. Media Relations Department :
The company uses its website efficiently enough to attract various costumers.Role : Handles everything related to the company in front of the public.Activities: Maintains good contact both locally and internationally.
Manages interviews given by the head officers of the company. Manages all the activities related to the media. Affects the image of the company.
3. Communication Department:
Criticized for keeping their high fees, but managed to minimize the power distance between employees.Role : Establish and maintain good relations with employees, consumers and community.Activities: Good salaries for employees but some sort of dictatorship is applied .
Concentration on consumer relations due to competition.Maintains common ground with traditions and living conditions of the community.
Highly Confidential MSE 2015
ETISALAT - Department Structure Analysis
13
4. Financial Department
Report decrease in revenues in the past years, but managed to sell the company’s shares in competitive regions.Role : Provides the head board with the financial changes in the company.Activities : Calculates the yearly profit or loss of the company.
Calculates the comprehensive income.Provides the cash flows for the year and a summary of the accounting policies.
5. Regulatory Department :
Role : Make sure the company abides the local and international lawsActivities: Provides the board with feedbacks and possible issues about the company
Establish contacts with federal and governmental personnel to work on specific issues
6. Information Department:
Managed to implement major upgrades on the services of the company.Role: Make sure the company’s data base and data center are safe and clear from problems.Activities: Provides technical solutions for the customers and employees.
Develops and maintains good network connection within the company.Provides good security cover for the data center.
Highly Confidential MSE 2015
Department Structure : ZAIN - KSA
14
CEO
Chief Financial OfficerManages Financial Planning
and Record KeepingChief Internal AuditorChief Commercial
OfficerChief Strategy OfficerDevelops strategic initiatives
Chief Regulatory Officer
Chief Technology Officer
Communications and Investor Relations
Director
Finance
Strategic Planning
Director, International, Wholesale and
Roaming
Sales and MarketingLocal and Regional Officers
Media Relations
Public Relations
Customer Service
AdvisorProvide Expert Advices and
Consultancies
Accounting and Reports Team
Internal Audit
General Counsel
Legal Cooperation and International Law
Strategy and Business Development
Regional CEOs
AdvisorProvide Expert Advices and
Consultancies
Human Resources
Engineering Team
IT TeamSoftware Development, Solutions and Security
Network
Highly Confidential MSE 2015
Department Structure : OOREDOO - Qatar
15
CEO
Chief Operations Officer
Chief Human Resources Officer
Chief Financial OfficerManages Financial Planning
and Record KeepingBusiness Head GroupStrategy and
Wholesale Head GroupChief Technology
Officer
General Counsel
Chief Legal and Regulatory Officer
Legal Cooperation and International Law
AdvisorProvide Expert Advices and
Consultancies
Finance
Strategic Planning
Internal Audit
Human ResourcesTraining and Recruitment
Customer Service
Chief Strategy Officer
Accounting and Reports Team
Media Relations Chief Wholesale and International Officer
Enterprise Marketing
Chief New Businesses Group Officer
Chief Small and Medium Business Unit
Officer
Chief Sales and Service Officer
Chief Marketing Officer
Sales and MarketingLocal, Regional and
Worldwide Marketing Officers
Engineering Team
IT TeamSoftware Development, Solutions and Security
Network
Highly Confidential MSE 2015
Department Structure : SYRIATEL - Syria
16
CEO
Chief Admin and Legal Affairs Officer
Chief Commercial Officer
Chief Human Resources and
Administration Officer
Chief Information and Security Officer
Chief Corporate Management Officer Chief Financial Officer
General Counsel
Contracting and Legal Advisory Unit
Provide Expert Advices
Regulatory and Governmental Affairs
Unit
Legal Cooperation and International Law
Human Resource and Administration
DepartmentSales and MarketingLocal and Regional Officers
Quality Department
Customer Service
Accounting and Reports Team
Internal Auditor
Procurement Department
Investor Relations Unit
IT TeamSoftware Development, Solutions and Security
Network
Management Information Systems
Department
Technical Department
Finance
Strategic Planning
Accounting and Reports Team
Internal Audit
Highly Confidential MSE 2015
Department Structure : STC - KSA
17
CEO
Customer Service Head Group Business Head Group
Chief Financial OfficerManages Financial Planning
and Record Keeping
Technology and Information Head
Group
Sales and Marketing Head Group
Senior VP of Projects and HR
VP of Customer Care and Experience
VP of Consumer Unit
VP of Services
Customer Service
VP of Finance
Finance
Strategic Planning
VP of Procurement and Support Services
Accounting and Reports Team
VP of Enterprise Business Unit
VP of Small and Medium Enterprise
Sales
VP of Business Operations
VP of Business Development
VP of Marketing
VP of Sales
VP of Wholesale
Sales and MarketingLocal and Regional Marketing
Media RelationsAds, Social Media, and
Commercials
VP of Technology and Operations
Engineering TeamResearch and Development
VP of Information Technology
IT TeamSoftware Development, Solutions and Security
Network
VP of Strategic Planning
VP of Field Operations
VP of Regulatory Affairs
Human ResourcesTraining and Recruitment
Legal Cooperation and International Law
Highly Confidential MSE 2015
Department Structure : MOBINIL - Egypt
18
CEO
Chief Regulatory and Wholesale Officer
Chief Corporate, Strategy and Business Development Officer
Chief Commercial Officer
Chief Technology Officer
Chief Customer Service Officer
Chief Financial OfficerManages Financial Planning
and Record Keeping
General Counsel
Legal Cooperation and International Law
Sales and MarketingLocal and Regional Officers
Enterprise Marketing
Manager, Public Relations and Media
Media RelationsAds, Social Media, and
Commercials
Public Relations
AdvisorProvide Expert Advices and
Consultancies
Accounting and Reports Team
Mergers & Acquisitions
VP, Commercial
Human Resources
Customer Service
Director of the Public Opinion Research
Center
Engineering Team
IT TeamSoftware Development, Solutions and Security
Network
Finance
Strategic Planning
Internal Audit
Highly Confidential MSE 2015
Regional Companies Structures
19
COO – Chief Operation
Officer
CCO – Chief Commercial
Officer
HR Level 1
ETISALAT
NO
YES
NO
ZAIN
NO
YES
NO
OOREDOO
YES
NO
YES
SYRIATEL
NO
YES
YES
STC
NO
YESHead Group
YESHead Group
MOBINIL
NO
YES
NO
Customer Service – Consumer
Officer Level 1
NO NO NO NO YESHead Group YES
Internal Audit Level 1 YES YES NO NO NO NO
Highly Confidential MSE 2015
Summary : Regional
20
• Six cellphone operating companies : ETISALAT, ZAIN, OOREDOO , SYRIATEL, STC and MOBINIL
• Similarly to the Lebanese organizations, the department structures of many regional companies are the same. The Functional Organizational Structure is adapted to distribute the work by functions on the different sections, with an executive board of chief officers.
• In comparison with Lebanese companies:
Major differences :
1. Wholesale officers : Introduce the new services provided to different customers, companies and sectors .
2. Regional Marketing officers: Handle marketing business in different countries and specific geographic areas.
3. Head Group: Functions of major sections are divided on more than one chief officer.
Main Similarities :
Executive boards mainly composed of Financial, Regulatory, Marketing and Technology chief officers. These directors are essential to manage the different functions of these regional companies. • To supervise the ongoing business in the company and to manage the marketing of its worldwide branches, OOREDOO and
STC both have a Chief Operations Officer ,who reports directly to CEO, and Global Marketing Officers in different countries around the globe.
• Depending on the community, Customer Services in the Middle East region have a lower structural level in most of the companies.
Highly Confidential MSE 2015
Vodafone – China Mobile – AT&T Mobility – Telekom - Orange
Worldwide Companies
21
Highly Confidential MSE 2015
Department Structure : VODAFONE
22
CEO
Chief Commercial and Operations Officer
Chief Technology Officer
Chief Financial OfficerManages Financial Planning
and Record Keeping
Group Strategy and Development DirectorDevelops strategic initiatives
Group Enterprise Director Regional CEOs
External Affairs Director
Media Relations
Public Relations
General Counsel and Company Secretary
Legal Cooperation and International Law
Finance
Strategic Planning
Head of Digital
Head of Fixed Access and Convergence
Information Technology Director
IT TeamSoftware development, Solutions and Security
Network
Product Management Director
Sales and Marketing Team
Customer Service
Accounting and Reports Team
AdvisorProvide Expert Advices and
Consultancies
Engineering Team
Corporate Affairs
MEA and APAC, CEO
CEOs in Middle East and Asia
CEOs in Africa
Europe, CEO
Chief Financial Officer, Europe
Highly Confidential MSE 2015
Department Structure : CHINA MOBILE
23
CEO
Executive Directormarketing, data business and
corporate customer management of the Company
Executive Directorplanning and construction, network
operation, business support, information management of the
Company
Finance
AdvisorProvide Expert Advices and
Consultancies
Company Secretary
Strategic Planning
Media RelationsAds, Social Media, Commercials
Sales & Marketing TeamHandles Local and Regional Business
Public Relations
Chief Financial OfficerManages corporate affairs, finance and
internal audit of the Company
Legal Cooperation and International Law Network
IT TeamSoftware development, Solutions and
Security
Engineering TeamResearch and Development
Accounting and Reports Team Customer Service
Highly Confidential MSE 2015
Department Structure : AT&T
24
CEO
Chief Financial OfficerManages Financial Planning
and Record Keeping
Chief Technology Officer
IT and Customer Service Head Group
Global Marketing Officer
Manages media relations
Internal and Legislative Affairs
Head Groups
Senior Executive , Human Resources
Corporate Financial Planning
Finance
Finance Services
Strategic Planning
Accounting and Reports Team
CEO, Mobile and Business Solutions
IT TeamSoftware development, Solutions and Security
MobilityEmployment of New working
habits
Customer Service
Executive Operations
Home Solutions and Chief Strategy Officer
Architecture and Design
Chief Technology Officer , AT&T Labs
President of Technology
Development
External and Legislative Affaire
General Counsel
AdvisorProvide Expert Advices and
Consultancies
Legal Cooperation and International Law
Chief Compliance Officer
VP ,Marketing Communication
VP, Network and Product Planning
Supply Chain and Fleet Operations
Sales and Marketing Team
Media Relations
Talent Development and Chief Diversity
Officer
Human Resources
Highly Confidential MSE 2015
Department Structure : TELEKOM
25
CEO
Chief Financial OfficerManages Financial Planning
and Record Keeping
Europe and Technology
Data Privacy, Legal Affairs and Compliance
Senior VP, CommunicationsSales Director Chief Human Resource
Officer
Chief Compliance Officer
Executive VP, Controlling
Executive VP. Investor Relations
Finance
Strategic Planning
General Counsel
Legal Cooperation and International Law
CEO, T-Mobile Poland
Research and Innovations
I T T e a mSoftware development, Solutions and Security
Network
Digital Services
Sales and Marketing Team
Accounting and Reports Team
Media Relations
Public Relations
Customer Service
Human Resource
Regulatory, Strategy and Economics
Highly Confidential MSE 2015
Department Structure : ORANGE
26
CEO
CEO General Secretary Chief Human Resources Officer
Chief Financial OfficerManages Financial Planning
and Record Keeping
Communication and Public Affairs Head
Group
Technology and Operations Head
Group
Innovation and Marketing
Products development
Company Secretary
General Counsel
VP, Sourcing and Supply Chain
Head of European and Economic Regulations
Legal Cooperation and International Law
VP, Merges and Acquisitions
Head of Financial Communication and Investor Relations
VP, Strategic Partnerships
Finance Director and Treasurer
Head of Corporate and Financial Legal
Department
Human Resources Director
VP, Healthcare
Employer Branding and Campus
Management Director
Brand Director
Chief Costumer Experience and Mobile
Banking Officer
VP, Mobile Payment and NFC
Engineering Team
IT TeamSoftware development, Solutions and Security
Public Affairs Directors
Communication and Brand Director
Brand Director
Press Services Director
Costumer Services
VP, Partnerships and connected objects
Marketing Director
VP, Technology center
VP, Products and Services
VP, Marketing Vision
Highly Confidential MSE 2015
Worldwide Companies Structures
27
CCO – Chief Commercial
Officer
Financial Officer Level 1
HR Level 1
Regulatory Officer Level 1
Customer Service – Consumer
Officer Level 1
Technology Level 1 YES
VODAFONE
YES
YES
NO
NO
NO
YES
TELEKOM
YES
YES
YES
YES
NO
YES
CHINA MOBILE
YES
YES
NO
NO
NO
YES
AT&TMOBILITY
YES
YES
YES
YES
YES
YES
ORANGE
YES
YES
YES
NO
NO
Highly Confidential MSE 2015
Summary : Worldwide
28
• With their services spread around the globe, these worldwide cellphone operating companies use the Functional Organizational Structure : ORANGE, TELEKOM, AT&T, CHINA Mobile and VODAFONE.
• CHINA Mobile have a board of only three executive directors, taking control over different functions of the company: CCO, Chief Financial Officer and Chief Technology Officer. The chief officers have multitasks and most of the company’s business is commonly supervised..
• While in the four western based companies, the functions are distributed as widely as possible. AT&T and VODAFONE have more chief officers than the others, with every division functioning independently of the others. In addition, AT&T has a chief customer service officer while VODAFONE have Regional CEOs in the execution board.
• Due to their worldwide and regional services, marketing departments have major roles in these companies, with global and regional marketing officers managing the marketing business in different regions and countries.
• Despite their smaller execution boards ,TELEKOM and ORANGE have of financial, marketing, technology and human resources chief officers. The marketing section in these companies are widely invested, as the services of these European companies covers a huge part of the world.
Highly Confidential MSE 2015
Summary : Worldwide
29
• In comparison with Lebanese Companies :
Major Differences :
1. Larger Execution Boards : Different functions of the companies have many chief officers for efficiency reasons.
2. Wider Marketing Targets : Company’s services are not limited to local geographic areas.
3. Technology and Marketing Sections: Widely invested due to national and regional competition, and for customer’s satisfaction
Major Similarities :
• Worldwide companies, as well as Lebanese ones, have their department structures based on the functional organization chart. The CEO oversees the company’s business and controls the executive board, where each chief officer heads a major department in his specific section.
Recommended