I am currently working as a Customer Service Representative (CSR) in TM BHD. Thus, I choose TM BHD as the organisation for my case study. TM BHD is Malaysia’s Number One provider of information communication technologies.
"| To be the Communications Company of choice - focused on delivering Exceptional Value to customers and other stakeholders"| | Mission
To achieve the vision, TM is determined to do the following: | Be the recognised leader in all markets TM serves.|
| Be a customer-focused organisation that provides
one-stop total solution.|
| Build enduring relationships based on trust with customers and partners.| | Generate shareholder value by seizing opportunities in Asia Pacific and other selected regional markets.| | Be the employer of choice that inspires performance excellence.|
Telekom Malaysia, which once owned Malaysia's telecommunications landscape, now faces growing competition. Telekom Malaysia provides voice and data services through three primary operating units: TelCo, its core telecom business; Telekom Multimedia, which develops new media businesses; and ServiceCo, which oversees operational activities such as fleet and property management. The company is also a leading ISP. Among Telekom Malaysia subsidiaries are units that publish phone directories and operate fiber optic networks. It sold its cellular unit in 2002 but gained control of Celcom (Malaysia) in 2003. The company also owns stakes in businesses in nine countries in Asia and Africa. It is controlled by the state. Telekom Malaysia Berhad (TM) is the largest telecommunication company in Malaysia and one of the largest listed companies on KLSE with an operating revenue of more than RM13 billion and serving 8 million customers. TM was also facing a huge debt issues. One of the strategies that TM has identified to spur growth and revenue and facing competition from the rising competitors is actually to reduce and collect its...