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Figure 2.0: 4G Network Coverage ComparisonIn the third critical success factor, all of the big three telcos have the same rating for salesdistribution. Different market has different needs for sales distribution. In the developingmarket that have very large under-served population, distribution network are the primaryvehicles for sales. Through distribution network, product is made available to the customersfor usage. There are five fundamental entities in distribution network. Those are channel,product, location, partner and order. In traditional selling, distribution network is devided intofour main channel which are main stream, direct channel, indirect channel and alternativechannel. 13
ASSIGNMENT – BMST 5103Figure 2.1: Typical Channel Structure in Sales and DistributionTraditionally telco served their customer with voice and data based products and plans. In thedigital world, the biggest change will be the proliferation of partner products where telcoswill forge new partnership. This implies certain resellers who only sell one type of ‘Telco-only’ product may reduce in number significantly. In the future, there are certain blocksmarked specifically to cater the ‘Digital’ funtionalities earlier. At the dealer interactionsection, mobile interface will have to present interfaces to all different person that involved inthe distribution chain such as retailers, distributors, operators and end subribers.In memory Chaching, as the users interact through mutiple mode interaction, there need to bea capability that enables users to move between different modes of interaction during thecourse of their transactions without any loss of data. API gateway layer, this robustinfrastructure to help business process outside the enterprise and to fulfill business operation.Lastly, analytics and offer management provides necessary data to push new productpromotion for retailers and distributors create real-time offer mangement capabilities. Thus,through this solution providers who offer these capabilities will help telco company to bewinner by engaging their channel partner.14
ASSIGNMENT – BMST 5103Figure 2.2: DMS Structure to Meet the Digital FutureWhen dealing with customers, telcos company need to give the best service to theirsubscribers or customer. Service quality also a critical success factor indicates the image ofthe business entity. Therefore, it is importance for the company to provides good customerservice to their customers. In telcos, service quality of a company can be include thecustomer service index and facilities provides to pay bills. Between the three big telcos,Celcom and Maxis get the higher rating compared to DiGi. Eventhough, their product price isquite high compared to DiGi, those two company have many experienced to ensure betterservice is provided for customers. Compared to Celcom and Maxis, DiGi facilities is quitelow where their outlet is more simple and less experienced of the staff.