THE MARKET
Telekom Malaysia (TM) offers a comprehensive
range of services and solutions in broadband, data
and fixed line. As Malaysia’s leading integrated
information and communications company, TM is
moving up the value chain to fully embrace the
needs of its 4.3 million fixed-line customers and
1.6 million broadband customers and provide
them with innovative services in an environment of
service excellence with the support of its 23,600
dedicated employees.
As the country’s incumbent telecommunications
provider with more than 100 years of history,
TM continues to be at the forefront of technology,
delivering diverse products and services to suit
the ever-changing digital lifestyles of Malaysians.
It is TM’s pioneering spirit and quest for service
excellence that has seen it progress and transform
from a government department to become
Malaysia’s leading integrated information and
communications company.
A partner in nation-building, TM has consistently
introduced the latest technology to Malaysia, from
analogue to digital and, now, IP-based services. With
its every technological advance, the nation has
benefited from greater access to communication
tools as well as better and faster connectivity,
resulting in the socio-economic progress that has
seen Malaysia transform from an agrarian to an
industrialised nation.
ACHIEVEMENTS
TM has received numerous awards in recognition
of its outstanding performance over the years.
They include:
•
National Annual Corporate Report Awards
– Overall Silver Award (2008)
– Overall Excellence (2006)
– Industry Excellence Award (1998 - 2008)
– Corporate Social Responsibility – Silver
(2007)
SUPERBRANDS VOLUME V
•
Frost & Sullivan Malaysia Telecoms Awards
– Broadband Service Provider of the Year award (2005 - 2009)
– Data Communications Service Provider of
the Year (2009)
– Managed Service Provider of the Year
awards (2009)
•
The Brand Laureate Award 2007-2008 –
Corporate Branding in ICT – Service Provider
•
Malaysia 1,000 Top Ten Award (2008)
A brief timeline of the history of telephony
in Malaysia:
•
Computerworld Malaysia Readers Choice
Awards
1874
– The telephone makes its debut in Perak
– Data Centre & Hosting Services Provider
(2008, 2009)
– Managed Connectivity Services
(2008, 2009)
1891
– The first telephone exchange is commissioned
in Kuala Lumpur
•
The Technology Business Review ASEAN
Awards 2008
– Corporate Award for theTelecommunications
Retail Services category
– Chief Executive Officer Award for the
Telecommunications Retail Services category
HISTORY
First established as the Telecommunications
Department of Malaya in 1946, TM has charted a
growth path that saw its privatisation in 1987, and
listing on the Bursa Securities in 1990 as a publiclisted company. Over the years, TM has evolved to
become the largest integrated communications
solutions provider in Malaysia.
1900
– The first magneto telephone service is
introduced in Kudat, Jesselton (KK)
and Sandakan
1946
– Establishment of the Telecommunications
Department in Malaya
1987
– Jabatan Telekom Malaysia (JTM) is corporatised,
forming Syarikat Telekom Malaysia Berhad
(STMB), the nation’s first privatised entity
2001
– Establishment of TM Net as the largest Internet
Service Provider in the Southeast Asian region
2002
– Award
of
the
Telekom Malaysia
3G
spectrum
to
2005
– TM is adopted as the new brand as part of a
rebranding exercise
–
TM forges strategic partnership with Vodafone,
becoming a Vodafone Partner Network with
a global reach of an estimated 179 million
mobile customers worldwide
–
TM initiates a consortium to develop an
undersea cable system linking Southeast Asia
and the United States
TM Wholesale focuses on the domestic
wholesale market. It provides the bandwidth and
other essential infrastructure for the use of all
licensees under the Malaysian Communications and
Multimedia Commission.
TM Global provides satellite, terrestrial and
submarine fibre optic connectivity across Asia,
Europe, the Americas, Oceania, the Middle East and
Africa serving global customers and also Malaysian
companies operating beyond Malaysia.
TM’s Support Business comprises the
support businesses of the TM Group which were
rationalised under the Performance Improvement
Programme (PIP).
RECENT DEVELOPMENTS
TM
is,
today,
facilitating
Malaysia’s
transformation into a knowledge-based society
through the development of Malaysia’s fastest
broadband network.
THE PRODUCT
TM provides products and services to seven
key customer segments.
In 2006, TM launched a major initiative, the
Performance Improvement Programme (PIP) 1.0,
to enhance operational efficiencies. Following the
streamlining of its core business, these guidelines
were remodelled to further tighten its operations,
enhance customer service, improve internal
capabilities and produce healthier profits.
TM’s Consumer segment offers products and
services for home end-users. They include fixed
telephone services, Streamyx broadband Internet
access service, Streamyx Zone, iTalk prepaid calling
cards and content services.
As the e-Enabler for SMEs,TM provides Business
Broadband, IPVPN, Fixed Line for Businesses,
business centric applications and solutions such as
mybizpoint.com, an online trading platform.
TM Enterprise segment focuses on the sales
and marketing activities directed towards further
strengthening relationships with enterprise
customers by offering personalised services by
experienced sales teams.
TM Government handles all TM business
operations with government agencies through its
subsidiary, GITN Sdn Bhd. GITN has developed
a network of infrastructure and services that are
being used for electronic transfer and sharing of
information by various government agencies.
In September 2008, TM signed a Public-Private
Partnership with the Government to roll out HighSpeed Broadband (HSBB) across key economic and
industrial areas. The HSBB project involves building
a world-class infrastructure that will be deployed
across 1.3 million premises by 2012. The HSBB
network will be ‘open access’, where all qualified
value adding access and service providers will be
able to market their products and services.
The HSBB superhighway will enable consumers
and businesses to experience a richer digital lifestyle
and enhance the country’s competitiveness on the
international business stage.
PROMOTION
As it upgrades its technology, TM passes on
the benefits to consumers by offering regular
promotions for its Homeline and Streamyx users.
TM recently unveiled its new RM10 Voice
package - an all-in-one value-added call plan
exclusively for Streamyx residential subscribers.
In addition, TM also introduced Streamyx
Combo WiFi @ Home promotional package as
an enhancement to its existing Streamyx Combo
packages that allows customers to enjoy wireless
broadband access in their homes.
Another recent product enhancement is
the iTalk Mobile Dialer. Bundled with iTalk
prepaid cards, the product enables users to make
calls more easily.
BRAND VALUES
TM’s aspiration is to become Malaysia’s
leading new generation communications provider,
embracing customer needs through innovation and
execution excellence.
The result was PIP 2.0, introduced in
November 2008. This programme focuses on four
strategic thrusts:
•
Customer centricity and quality improvements
- focus on quality of customer experience and
create continuous improvement mechanisms
•
Operational
excellence
and
capital
productivity - structural cost optimisation and
process improvements, and increase working
capital efficiency
•
One company mindset with execution
orientation - improve talent management and
execution capacity, mindset change
•
Leadership through commercial excellence
- optimising product portfolio, channel and
sales force improvement
THINGS YOU DIDN’T KNOW ABOUT
TM
TM has spent RM 800 million to
develop Multimedia University into
one of the top universities in Malaysia
with more than 20,000 students. TM
has also provided scholarships to over
11,000 graduates pursuing academic
programmes locally and overseas.
Under TM’s community/nation-building
platform, the major focus is to uplift
marginalised sectors of society. TM works
towards bridging the digital divide between
urban and rural communities by building
Internet telecentres for rural communities,
sponsoring school adoption programmes
and providing donations to welfare homes
and charitable organisations.
M A L AY S I A ’ S S T R O N G E S T B R A N D S