MGT 202 Service Management and Innovation : Largest Telecommunications

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History

The company has a long history and it initially came into operation with Australia post as a department of the government known as the General Department of Postmaster. Presently, privatized the company is undertaking a change in their service in order to enhance their focus to the customers under CEO Andy Penn. The present CEO also targets to enhance the company’s growth in the international market.

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Continuation of Slide 3

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Global Enterprise and Services

The company is providing technology solutions for government as well business customers that include IP networks, data and network application services like unified communications, cloud, managed networks and industry solutions. The services however supported by the subsea cable network licensed from America, Asia and Europe and have access to more than 2000 presence points worldwide.

The company has recently acquired Pacnet Limited that has increased not only their customer base in Asia but also increased the company’s reach in terms of data centre capabilities. The joint venture that the company has with PBS also IP VPN connection services through high-end data centre. The company’s joint venture with Telkom Indonesia known as Telkomtelstra offer solutions for network applications not only for multinationals but also domestic enterprise. The company has also ventured into video analytics by collaborating with Ooyala. This makes Telstra a leader in analytics and video streaming.

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Continuation of Global Enterprise and Services

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Description of Service Culture

The existence of Service culture is defined where employees are motivated in the organization to undertake an approach that is customer centric along with their regular work activities and duties. Thus, service and sales employees present customer needs as their priority while providing support and presenting solutions.

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Services Culture of Telstra

The success of Telstra lies in their ability to build and attract talent base through creation of customer centric and high performing culture.

Customer Centric Service Culture:

Telstra aims at providing a service culture that allows prosperity of individuals who can thereby provide a framework for transformation of Telstra into an innovative, customer centric and efficient business. Telstra also ensures that their employees have a job satisfaction so that they are able to perform. Thus, there are regular surveys for employee engagement used for identification of areas for improvement.

Encouraging Diversity and Inclusion:

Telstra encourages recruiting, attracting and maintaining a group of talented people from diverse communities at all levels of the company. Allowing diversity and inclusion ensure providing top services to the customer’s base with better reflection of the society and workplace. Thus, in Telstra every employee held important.

Ensuring Safety, Health and Well Being

Telstra believes that successful business done by ensuring healthy and safety workplace to the employees. Therefore, company ensures zero workplace injury. The company therefore aims at driving an immediate intervention for the prevention of illness and injuries and thereby minimizing the impacts on their business.

Allowing Employee Volunteering Activities

The company provides with team volunteering and individual opportunities for its employees by allowing them to engage in activities of the local community. This not only helps the company to strengthen the reputation of the company amongst the communities but also make it a better place to work in. The company also involve in community campaign in order to raise funds in support of key community causes.

Maintaining Employee and Workplace Relations

Presently, Telstra is undertaking significant changes to become an organization that totally focuses on its customers. The company ensures tight management of requirements of workforce particularly stressing on the mixture of skills necessary for facing a competitive market. However, Telstra workforce includes around 40000 people with a total allotment of around three billion dollars for salaries and wages.

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Snapshot of Performance

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Pros of the Service Culture

(1) Progress of Employee Engagement

A Survey conducted on employee engagement showed that the response rate was 80%. Thus, the survey conducted showed an increase in 2% response from the year prior. Thus, the results showed the confidence and clarity of Telstra’s employees on its vision and quality service.

(2) Progress of Diversity and Inclusion

Through diversity and inclusion, the women power is gaining and they representing most of their business units. The engagement of women not only showed an increment from the previous year but the company also saw the representation of the women in the executive management.

(3) Progress in Safety of Driver

Thus to ensure the safety of the employees Telstra  have ensured that safe drivers for vehicles that provides service through the night, dusk, dawn and remote areas while maintaining employee communication. The company has strengthened the promotion of public safety. This has enabled the employees to rely on the company strategy.

(4) Progress through Employee Volunteering

 The company since 2011 has ensured paid leave for the volunteers taking part in campaigns. Therefore, the company has focused on team volunteering and building momentum across companies. The company has also encouraged community partnerships for driving high volume of volunteers.

(5) Progress in Workforce Profile Relations 

Telstra maintains a workforce drive of around 40000 people with a total allotment of around three billion dollars for salaries and wages. This is because of the policies and strategies that the company follows in enhancing the workforce profile relations.

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Cons of the Service Culture

(1)Presently Telstra is trying to maintain a flexible work culture where employees given the option to work from home. Thus for a large company like Telstra it becomes challenging to integrate with all the business units and therefore things does not well coordinated.

(2)The company provides opportunities and there are varieties of work available but issues take time to get resolved and the movements of things are also very slow.

(3) The highly inclusive culture of Telstra is allowing people to put in their ideas and if found fair enough there are ways to implement them through projects. There is however, a negative impact to it as the projects may take time to start, as it needs to search for the right kind of people.

(4) Telstra though allows flexibility in work but puts limitations on the opportunities for further progression being a licensed company

(5) The Company puts more stress on attitude as they believe that skills adopted through training while in the job. Thus, one has to move to different areas for training that might sometimes be stressful and frustrating.

(6) Though the company offers standard pay packages but there are not much scope for increment within a particular role.

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Conclusion:

Thus, Telstra is one of Australia’s information and telecommunication Service Company. The slides also give a brief about the company’s history and the company measures in trying to extend its services globally. There is also discussion about the service culture in Telstra and their pros and cons.