Celcom Axiata Berhad.docx - Celcom Axiata Berhad(Celcom is...

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Celcom Axiata Berhad (Celcom) is the largest and oldest mobile telecommunications company in Malaysia. It was founded in 1988 and is headquartered in Kuala Lumpur, Malaysia and also operates as a subsidiary of Telekom Malaysia Berhad. Celcom was originally listed on the Bursa Malaysia but Celcom is change to the private company after merger with Telekom Malaysia Berhad. Celcom provides mobile telecommunication related services in Malaysia which including cellular and fiber optic transmission network service, voice and transmission network services, short messaging service as well as offers mobile postpaid and prepaid services. Celcom is a company operates with 2G GSM/GPRS/EDGE, 3G WCDMA/HSPA+, AND 4G LTE network. In addition, Celcom’s business mission and vision is to delight their customers, build a profitable enterprise that maximizes investors return and build win-win relationship with all business partners based on mutual trust, respect and support as well to maintain the highest levels of transparency, integrity and professionalism. Thus, Celcom Axiata Berhad Malaysia will become a premium brand locally and abroad as well. 9-13 What was the problem at Celcom that was described this case? What people, organization, and technology factors contributed to this problem? There are some of the problems that can be identified by Celcom company in this case. In the early days, business online was not available in Celcom which means the customers must go to the physical Celcom store to obtain the services such as switch the business plans and pay for the monthly statement. Therefore, the customers are feel quite inconvenient in this part especially for the sophisticated young urban users who are prefer to do business online because they though that it is difficult to take time out to go to the physical Celcom store deals with the business and it is wasteful of time. However, older customers prefer go to the Celcom dealers and retail outlets for obtaining the in-person service. As a result, Celcom is losses many customers. This is because they are unable to compete with the companies that provide a variety of networks and devices services such as Skype, Google and Netflix which can disrupt the traditional telecommunications billing models. For example, Google is providing communication tools such as Gmail, Google Docs, Google Forms and Google Inbox and map-related products such as Google Maps that provide directions and local business search. This kind of networks and devices service can influence the traditional telecommunications company differently because it is difficult to compete with the big company that are offering a variety of networks and devices services.
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The other problem is in order to be number one in data services in the market, they would have to build enterprise systems that would be able to collaborate with the new players. Enterprise systems is the overall combination of computer hardware and software that a business uses to organize and operate its business. It allows companies to handle more
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