Evaluating Vision of Nepal Telecom

Topics: Customer service, Customer, Service Pages: 5 (1394 words) Published: October 23, 2010
Evaluating vision statement of Nepal Telecom

Nepal Telecom (NT) is Nepal’s largest and the incumbent telecom service provider. Nepal Telecom has formulated its vision and mission statement as:

Our Vision:
“Our vision is to remain a market leader in information and technology sector in the country while also extending reliable and cost effective services to all.”

Our Mission:
“Nepal Telecom, as a progressive, customer spirited and consumer responsive entity, is committed to provide nation-wide reliable telecommunication services to serve as an impetus to the social, political and economic development of the country.”

From the above stated vision and mission statement, the core values of the company, the core purpose of its existence and the envisioned future of the company can be listed as:

Core values:
* Customer service
* Progressive company
* Reliable and cost effective services
* Remain market leader

Core purpose:
Serve as an impetus to the social, political and economic development of the country.

Envisioned future:
Reliable and cost effective telecommunication services to every nook and corner of the country.

Answer the following questions about your company:

1. What are the core values of your company? Why do you think they are the core values?

Values, as suggested by Collins and Porras in their article “Building your company’s vision”, are set of timeless guiding principles. Values are the attributes how a company wants to be known in the industry, among its customers and among general public. Nepal Telecom wants to be known as a progressive, customer spirited and consumer responsive entity by providing reliable and cost effective services. As identified earlier, these four attributes shall guide every endeavor NT ventures upon to remain the market leader. These are the values we have discovered here at Nepal Telecom.

2. Can you envision the core values being as valid for your company 20 years from now as they are today? 3. Would your company want to hold those core values, even if at some point one or more of them become a competitive disadvantage?

Like in every other industry, Nepal Telecom being a service provider, customers are the boss. Researches have shown that 68% of the customers quit because of customer service dissatisfaction, 14% quit because of product dissatisfaction. To get hold of its customers, NT should first focus on customer services as well as providing reliable and cost effective services. With the increasing competition in the industry and private operators giving better and personalized customer services, NT should also launch innovative customer care services. Due to rapid development in the field of ICT, customers have become more demanding and want to get hold of every available services for which NT has to catch up with the global trend and provide services based on state-of-the-art technologies. 20 years down the line, it is expected that more private operates shall start providing ICT services and such services will not be merely focused on voice or data, rather integrated services like voice, data and video in a single package will dominate the market. To do so, NT should have had established a reliable infrastructure and latest technologies. Also, as the number of service provider increases, they tend to focus excessively on personalized customer services. The core values as identified earlier shall remain valid for NT 20 years from now as they are today.

New technologies, reliable services and delighted customers are the guiding principles that help NT remain a market leader. There can be no compromise in these set of principles and NT must stand the test of time. NT not just wants to but should hold those core values, even if at some point one or more of them become a competitive disadvantage

4. What is the reason for your company’s being?
5. Why is the product your company makes or the services it delivers...
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