Capstone Project

Introduction Etisalat is intent to create value for the participating OpCos and

Etisalat Group through greater scale and focus.

It wishes to expand the level of services on the international wholesale services market.

Company’s operational data is stored at a place where it is frequently used.

Issues in planning strategies for global competitiveness because of the fragmented operational data and force.

Company Profile

About Etisalat

Etisalat was branded by the Emirates Telecommunications Corporation.

Etisalat is a MNC dealing in telecommunications services. At present the company is providing services in around 15 countries in Asia, Africa and Middle East.

It is amongst the twelve largest mobile network

companies.

Around 150 million customer consume the product.

In the month of march,2014 NET REVENUE of the company was recorded of around of USD $10.6 billion

In middle East countries Etisalat is a big internet hub. The company is providing telecommunication connectivity to many regions. It is amongst the largest international voice transfer of Middle East. 4

Background of the problem

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Functions are fragmented which makes the control over the data difficult. Etisalat OpCos , in United Arab Emirates have undergone several changes over the years.

Functions are fragmented which makes the control over the data difficult. Etisalat OpCos , in United Arab Emirates have undergone several changes over the years.

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Because of the fragmented operational activities performance at global level gets affected because it requires integrated data from different sites.

Because of the fragmented operational activities performance at global level gets affected because it requires integrated data from different sites.

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Etisalat OpCos are currently working in fragmented manner

Etisalat OpCos are currently working in fragmented manner

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In the current scenario Etisalat OpCos is finding it hard to carry out functional database transfers owing to the fragmented operational activities. This made it difficult for Etisalat OpCos to achieve goals and objectives laid down by it.

In the current scenario Etisalat OpCos is finding it hard to carry out functional database transfers owing to the fragmented operational activities. This made it difficult for Etisalat OpCos to achieve goals and objectives laid down by it.

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Source: ....

Purpose of the study

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The purpose is to understand the consequences of fragmented operations in Etisalat so that a value can be created for Etisalat.

The purpose is to understand the consequences of fragmented operations in Etisalat so that a value can be created for Etisalat.

The project helps in increasing the scale and identifying the solutions to their fragmentation issue in the international wholesale services market, rather than individual working by the participating groups.

The project helps in increasing the scale and identifying the solutions to their fragmentation issue in the international wholesale services market, rather than individual working by the participating groups.

Opportunities to leverage the group on the international wholesale services market that is driven by scale.

Opportunities to leverage the group on the international wholesale services market that is driven by scale.

EIW shall be the primary customer interface to all international carrier customers outside the OpCo’s footprint.

EIW shall be the primary customer interface to all international carrier customers outside the OpCo’s footprint.

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22

33

44

Source: ....

Literature review

According to Booz&Co. journal(Rethinking Wholesale Five Key Strategies for MENA Telecom Operators), the operators of telecom industry in Middle East are engaged in lucrative facility leasing. Moreover, a compilation of new service, new competitors are transforming the sector.

As per IMF Staff Discussion Note(Subsidiaries or branches does one fit all), the advantages of wholesale are less in case of subsidiaries so it is advantageous to have a separate unit. Parent company and all the units are managed in integrated manner.

A paper by Robert A. and Riegler discusses that most of the UK business changed from fragmented operations to integrated one. The paper explains the effects of fragmentation on labor and productivity. The author explains the different dimensions of fragmentation.

Research Methodology

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The primary research will be carried out by means of survey questionnaire. In this research probability sampling and convenience technique will be used.

The primary research will be carried out by means of survey questionnaire. In this research probability sampling and convenience technique will be used.

Sampling is used as a subset of population. This is done to save time and reduce complexity.

Sampling is used as a subset of population. This is done to save time and reduce complexity.

Descriptive research design has been used for this purpose. Descriptive research, describes the basic characteristics of a population being studied.

Descriptive research design has been used for this purpose. Descriptive research, describes the basic characteristics of a population being studied.

This study is done without changing the environment. This study is not experimental in nature. In Descriptive study researcher interact with the participant to collect necessary information.

This study is done without changing the environment. This study is not experimental in nature. In Descriptive study researcher interact with the participant to collect necessary information.

This questionnaire will be aimed at identifying the problems faced by Etisalat.

This questionnaire will be aimed at identifying the problems faced by Etisalat.

In convenience sampling technique those respondents are selected who are easy to access.

In convenience sampling technique those respondents are selected who are easy to access.

Source: ....

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Questionnaire was created by the researcher. These questions relate to the problem directly or indirectly.

Questionnaire was created by the researcher. These questions relate to the problem directly or indirectly.

A description about the objective of questionnaire was attached with the document to make the respondent understand the research.

A description about the objective of questionnaire was attached with the document to make the respondent understand the research. In convenience sampling technique those respondents are selected who are easy to access. Sampling is used as a subset of population.

In convenience sampling technique those respondents are selected who are easy to access. Sampling is used as a subset of population.

This is done to save time and reduce complexity. This is done to save time and reduce complexity.

In this research probability sampling and convenience technique was used.

In this research probability sampling and convenience technique was used.

Questionnaire was sent to the informants with a formal request to answer them and send them back.

Questionnaire was sent to the informants with a formal request to answer them and send them back.

Source: ....

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250questionnaireswere sent. 250questionnaireswere sent.

Out of which 150 questionnaire were selected which were properly filled, giving the response rate around 60%.

Out of which 150 questionnaire were selected which were properly filled, giving the response rate around 60%.

The data collected by means of the survey questionnaire will be compiled and analysed by means of MS Excel. Also, the findings of the survey will be presented graphically by means of pie-charts.

The data collected by means of the survey questionnaire will be compiled and analysed by means of MS Excel. Also, the findings of the survey will be presented graphically by means of pie-charts.

It was simple percentage formula used for calculating the response rate

It was simple percentage formula used for calculating the response rate

Source: ....

Data Analysis

0-5 min 5-10 min 10-15min 15-20min 20-25min 25-30min0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

40%

20%17%

10%8%

5%

Workload Of Fragmentation

Workload Of Fragmentation

The load is very high in the first five minutes though the effect decreases as time goes but the effect remains which affects the productivity.

What are the aims of EIW ?

60%

40%

Process evaluation Product Evaluation

The pie chart shows that the aims are tilted towards process evaluation more.

Which Organizational Functions Are Involved In the EIW Initiatives?

40%

7%7%17%

12%

7% 5%5%

OperationsCustomerPlanning Human ResourceFacility MaintenanceFinance AdministrationNo response

40% of the operational activities are involved in EIW initiatives. This being done to strengthen the quality of operation.

What type OF performances are the Etisalat initiatives to improve?

40%

11%12%

12%

15%10%

Customer satisfaction Quality Of Work LifeEffectivenessEffeciencyWork ProcessesNo response

According to respondents the EIW initiative will improve the customer satisfaction level with better services and quality.

Problems In Etisalat Company

30%

30%

40%

Problems in Etisalat Monopolization of one networkProblems in Etisalat disadvantage of larger bandwidthProblems in Etisalat Costly memory management algorithms

Etisalat is going through few problems and the major one are monopolization of one network and costly memory management algorithms.

Challenging Places For Etisalat

14%

12%

19%15%

40%

Response rate to customersettlementConnectivityRegulatory ReportingOperations

Operations is a challenging activity for Etisalat and with that connectivity in networking, activities, process and participants is also a big challenge.

Advantages Of Group Wide Collaboration On International Wholesale

50%

20%

15%

15%

Cost advantage Enhanced credibility and weightFocus and speedIncreased volumes

Group Wide Collaboration on International Wholesale will benefit the company on the terms of cost advantage mainly. The trust of participants and customers will increase in the company.

Benefits To Particiapants

30%

35%

35%

Procurement of international wholesale services Sales and business development of international wholesale services. Marketing by Participants of of se-lected next-generation wholesale services

EIW will benefit the participants in sales and development, procurement of international services and marketing of next-generation services.

What are the ways you think for wholesale service provider?

35%

40%

15%10%

Value creationIntegrated functionsTransparencyControl on methods

By integrating functions and by creating value the ways for wholesale servicing can be made.

How Can Access To EIW be Improved

25%

15%

45%

15%

Qualified networkDedicated resourcesIntegrated Operational Activities Spending Time with Participants

Access to qualified network can be improved with dedicated resources, interaction with participants and systematic networking.

Findings

According to the respondents the basic problem was intervened in the working process and it was identified that fragmentation is the biggest problem in the organization because of which networking is affected , quality level is affected, cost is increasing and many other factors.

According to the respondents the basic problem was intervened in the working process and it was identified that fragmentation is the biggest problem in the organization because of which networking is affected , quality level is affected, cost is increasing and many other factors. Thirty percent of the respondents feel that the Etisalat Company is going through monopolization one network which increases the workload pressure on the operational staff members thereby reducing the efficiency of the quality work.

Thirty percent of the respondents feel that the Etisalat Company is going through monopolization one network which increases the workload pressure on the operational staff members thereby reducing the efficiency of the quality work.

Local partnership designed solutions to harness mainstream activities and expenditures Local partnership designed solutions to harness mainstream activities and expenditures

The ultimate outcome is increase in the level of cost, which around forty percent of the respondent feels. The ultimate outcome is increase in the level of cost, which around forty percent of the respondent feels.

SWOT analysis should be done before any expansion so that the industry people are having an idea of external environment also.SWOT analysis should be done before any expansion so that the industry people are having an idea of external environment also. Programs should be organized to have people focused on integration. The strategy department should look after this process specially.

Programs should be organized to have people focused on integration. The strategy department should look after this process specially.

Another problem with the operational activities is that the bandwidth is larger and because of fragmentation it has become disadvantageous. Another problem with the operational activities is that the bandwidth is larger and because of fragmentation it has become disadvantageous.

As per the respondents with the help of proper integrated network of customer service the access to EIW thought can be improved.As per the respondents with the help of proper integrated network of customer service the access to EIW thought can be improved.

Because of ineffective integration of process people find it laborious to tackle with this communication process and they decide to give up the idea.

Because of ineffective integration of process people find it laborious to tackle with this communication process and they decide to give up the idea.

Such conflicts affect the mindset of the employees and create an unpleasant atmosphere in the organization which directly or indirectly affects the productivity and creativity of the company.

Such conflicts affect the mindset of the employees and create an unpleasant atmosphere in the organization which directly or indirectly affects the productivity and creativity of the company.

Etisalat international wholesale Company will benefit the participants in procurement of global services.Etisalat international wholesale Company will benefit the participants in procurement of global services.

The step of moving towards international wholesaling in a separate unit with the participatory firms will offer the company more attention than it could have got of being a secondary part of a retail operation.The company is planning to opt for the strategy of transferring the staff members from the participatory firms to the new international wholesaling firm.

The routers may be needed to be transferred to Etisalat International Whole sale service in future.

When the company will have its dealing with global companies around the world its brand image will increase and this benefit the OpCos directly and indirectly in both ways. The staff people of participating firms who are currently into global wholesale shall be transferred to Etisalat International Whole sale.

In the coming future time Op Cos will be providing capacities if needed by the Etisalat International Whole sale service.

Conclusion

Implications

Reduce the rising traffic crashes.

Cost control

Increased customer loyalty

Service improvement

Integration between IDD wholesale voice, International capacities, IP Transit, IPLC B-ends, IP-VPN B-ends

Integration between IDD wholesale voice, International capacities, IP Transit, IPLC B-ends, IP-VPN B-ends

key benefits of EIW implementation-key benefits of EIW implementation-

The solution to the emerging problem can be the implementation of Establishing new entity named "EIW" to consolidate and centralize Etisalat OpCos scale.

Functions of Etisalat International Wholesale

The intent is to pool negotiations and operational management of international wholesale activities of Etisalat Group’s OpCos into a new entity under the group.

Development of selected next-generation wholesale services that run on the international data network and can be marketed by OpCosIt is cross organized and integrate different activities of the system

Sales and business development of international wholesale services

Procurement of international wholesale services.

Functions of Etisalat International Wholesale

Source: ....

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Steps for the Implementing

In the first phase the Etisalat international wholesale will be operating considering it as a service centre for all partnering firms whenever dealing with the third party. For providing this service the company will be demanding a fee for the operational expenses.

In the first phase the Etisalat international wholesale will be operating considering it as a service centre for all partnering firms whenever dealing with the third party. For providing this service the company will be demanding a fee for the operational expenses.

The basic task of Etisalat international wholesale business will be procuring the services from the third party and providing it to the partnering firms with a nominal fee as per the contract

The basic task of Etisalat international wholesale business will be procuring the services from the third party and providing it to the partnering firms with a nominal fee as per the contract

The Etisalat international wholesale company will be selling the products at a price decided by the partnering firm with EIW. The Etisalat international wholesale company will be selling the products at a price decided by the partnering firm with EIW.

• The EIW will be earning revenue with the fees charged• The EIW will be earning revenue with the fees charged

Source: ....

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Steps for the Implementing

In the second phase, the Etisalat international wholesale service business will try hard to reduce the cost for all the services which is incurred by the partnering firmsIn the second phase, the Etisalat international wholesale service business will try hard to reduce the cost for all the services which is incurred by the partnering firms

• The company will try to mandate this point by price caps• The company will try to mandate this point by price caps

In third phase management scorecards will be framedIn third phase management scorecards will be framed

Source: ....

The basis of scoring will be The basis of scoring will be

•Procurement of low cost service•Procurement of low cost service

•Generating maximum revenues from the existing services•Generating maximum revenues from the existing services

Maximizing revenue with new services.Maximizing revenue with new services.

Improving the quality standards of services and satisfaction of third parties and partnering firmsImproving the quality standards of services and satisfaction of third parties and partnering firms

Basis of Scoring in Third Phase

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Anticipated Outcomes

Anticipated Outcomes

Increased customer satisfaction

Increased productivity

Reduced cost

Increased ridership

Thank You