Basically, the researchers have chosen TM UniFi in Bangsar for the research and researchers also manage to interview

one of the representatives from TM Bangsar which is Miss Hazriana. 1.0 Telekom Malaysia (TM) Berhad 1.1 Overview As the main country s telecommunications provider, with more than !"" years of history, TM continues to #e at the forefront of technology, delivering diverse products and services to suit the ever$changing digital lifestyles of Malaysians. %t is TM s pioneering spirit and &uest for service e'cellence that has seen it progress and transform from a government department to #ecome Malaysia s leading integrated information and communications organization. According to Hazriana ()"!*+, TM or also ,nown as Tele,om Malaysia (TM+ Berhad esta#lishes, maintains and provides telecommunication and related services under a license issued #y the Ministry of -nergy, Telecommunications and .osts of Malaysia. /ther #usiness activities include printing and pu#lications, consultancy and engineering services, pu#lic telephone services, provision of mo#ile telecommunication services, investment holding and other services relating to telecommunications. TM was esta#lished as the Telecommunications 0epartment of Malaya in !123. TM charted a growth path saw its privatizations in !145 and listing on the #ursa securities in !11". /ver the year, TM has evolved to #ecome the largest integrated communications solutions provider in Malaysia and one of Asia6s leading communications companies. %n addition, Hazriana ()"!*+ said that Tele,om Malaysia Berhad loo,s large, not only in the specific conte't of the Malaysian telecommunications industry, #ut also in ordinary life. 7ince it opened in /cto#er !113, the Menara 8uala 9umpur 2)! meters tower, had provided Malaysia a national landmar, that places the country as a &ualified site in the world map in terms of tourism, telecommunications, and development. Menara is the highest telecommunications tower in 7outheast Asia and the 2th in the world.

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Hazriana ()"!*+ also said that as a source of pride for every Malaysian, it has #ecome a :must$see; destination for every tourist with its o#servation dec, and revolving restaurant at )4) meters a#ove the ground. Undou#tedly, it was the singular showpiece that sym#olized the nation s claim to leadership in the telecommunications industry in the region. TM claimed a large sta,e in this national pride. /n the other hand, according to Hazriana ()"!*+ aside from towering over the nation s collective cultural psyche, TM has also #een playing a crucial role in the Malaysian economy. %n a relatively small nation of a little more than )" million people, it is a #ig employer with more than )<,""" personnel. %t has the largest capitalization on the 8uala 9umpur 7toc, -'change. 1.2 Vision and Mission =ision A vision reflects the ideal image of organization in the future. The vision communicates #oth the purpose and values of the organization. Therefore, as Malaysia s leading provider in information communications technologies, TM strive to provide the right connections to help #ring their customer close ones closer. From the way TM operate to what TM intend to accomplish #oth on the local and international front, TM apply and hold close a vision of e'cellence created towards ma,ing their customer life #etter. 7o #elow is their vision> ?To #e Malaysia s leading new generation communications provider, em#racing customer needs through innovation and e'ecution e'cellence?.

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Mission Mission is the starting points of an organization6s strategic planning and goal setting process. Therefore, as for TM, they have outlined several missions to #e accomplished. The missions are> %. %%. 7trive towards customer service e'cellence and operational efficiency. -nrich customer lifestyle and e'perience #y providing innovative new generation services. %%%. %mprove the performance of TM #usiness customers #y providing high value information and communication solutions. %=. 0eliver value for sta,eholders #y generating shareholder value and supporting Malaysia s growth and development. 1.3 Policy Fair Usage .olicy Fair Usage .olicy is designed to ensure that the services received #y the vast ma@ority of the customers are not negatively impacted #ecause of e'treme heavy usage and a#use #y the minority of the customers. %t is a standard glo#al practice to ensure that good &uality of e'perience is provided to all customers. According to Hazriana ()"!*+ all residential UniFi pac,ages are su#@ect to the Fair Usage .olicy (FU.+. Basically, the Fair Usage .olicy will automatically identify the e'tremely heavy users and manages their #andwidth in order to protect the service of all TM other customers. For e'ample, according to Hazriana ()"!*+ some customers use .). or file sharing software, which constantly sends and receives videos and other types of very large files, throughout the day. These activities (download and upload continuously+ use a lot of #andwidth and can significantly reduce the connection speed, which other customers are getting to access the %nternet during pea, hours. TM does not #elieve this is fair to the vast ma@ority
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of TM customers. 7o, with this policy in place, Hazriana ()"!*+ said that TM will prioritize %nternet activities li,e we# #rowsing, live streaming, messaging applications and =/%. access while traffic to .). sites will #e given lower priority, due to the high #andwidth consumption of such services. This policy also emphasize that it is important for all TM customers to practice responsi#le usage of the allocated #andwidth #ased on normal usage. 1. 4 TM as a Responsible Corporate Citizen Being a good corporate citizen plays a vital role in fulfilling TM6s core mission as a company $ to #e Malaysia s leading new generation communications provider, em#racing customer needs through innovation and e'ecution e'cellence. Aow, TM is leading Malaysia into a new telecommunications era which contri#utes to further economic development of the country in a more e&uita#le manner and which also helps to conserve the environment. According to Hazriana ()"!*+, as TM migrate their legacy networ, to a new$generation networ, and as TM roll out their High 7peed Broad#and (H7BB+, TM strengthen the nation s telecommunications #ac,#one to ensure the success of the Bovernment s -conomic Transformation .rogramme (-T.+. Hazriana ()"!*+ also added that TM is also ma'imizing the value of their products and services #y providing access to society, which is also in support to the Bovernment Transformation .rogramme (BT.+, specifically in improving rural #asic infrastructure that was lined out as one of the seven Aational 8ey Cesults Areas (A8CAs+ under the said programme. TM s o#@ective is to connect all Malaysians, irrespective of language, culture, income, a#ility, level of education or age, in line with the Aational Telecommunication .olicy of Malaysia (!112$)")"+ and the Bovernment s Universal 7ervice .rovision (U7.+ initiative. TM increase the accessi#ility and afforda#ility of their services with value$add #undled pac,ages as well as #y engaging with sta,eholders in community$ #usiness partnerships. Cural communities can now access #road#and at the Dommunity Broad#and Denters, li#raries and via facilities provided in the 0igital 0istricts and
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8ampung Tanpa Eayar. Meanwhile, TM also supports low$income students and families via the !Malaysia Aet#oo, .rogramme and other programmes. As a result of TM6s relentless efforts to ta,e their services to every corner of the country, the national fi'ed line and wireless #road#and penetration rate has reached 4!."F, as reported in 0ewan Aegara in 0ecem#er )"!!. Towards creating a more e&uita#le society, TM promotes #etter education for children in rural and semi$ur#an areas, provides scholarships to deserving students and engages in .rogram 7e@ahtera under which they have adopted three single mothers and trained them to start their own #usiness. TM also provides educational support for their children. %n order to sustain their growth, and that of the nation, TM realizes they have to #e driven #y a wor,force who is passionate a#out the company and their vision. GTeaming Eith .assion (TE.+ was thus introduced in )"!", and heavily promoted in )"!! to nurture a spirit of solidarity, a sense of #elonging and feeling that Gtogether we ma,e a difference . -nvironmentally, the trend towards convergent technologies has reduced the need for hardware, there#y saving resources and minimizing waste. %ndeed, to protect future generations, TM has intensified their efforts to minimize their environmental impact. %n )"!!, TM carried out an e'tensive e'ercise to monitor all their systems and ascertain their overall car#on footprint. This now serves as a #enchmar, for reduction measures under TM Dar#on Management .lan. TM are committed to contri#ute to the 2"."F reduction in car#on emission #y )")" as envisioned #y .rime Minister 0ato 7ri Mohammad Aa@i# #in Tun Ha@i A#dul Caza,.

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1.5 ittle t!in"s abo#t Tele$o% Malaysia There are several things which we do not ,now a#out Tele,om Malaysia has done for the past years. %n the #ac, of our minds, we thin, it is always a#out telephone lines and the %nternetH it is #eyond than we could ever thin, of. According to the researchers interview with Hazriana did mentioned several things a#out Tele,om Malaysia which we may not thin, of it. First, Tele,om Malaysia provides lines to the ATM (Automatic Teller Machine+. Eithout any assist from Tele,om Malaysia, the researchers #elieve there won t #e any ATM ever e'isted in Malaysia. 7econd, the air flight controller is also #eing controlled #y Tele,om Malaysia line. %n order for the airplanes to depart and land, their communications re&uires the line provided #y Tele,om Malaysia. Third, Tele,om Malaysia infrastructure which includes its facilities and communication has #een supplying it to the all telecommunication companies in Malaysia. 0o not #e surprise as Tele,om Malaysia is the sole contri#utor on its infrastructure from the %nternet, E%$F%, #road#and, and many more. All telecommunication companies such as Ma'is, Delcom, uMo#ile, 0igi, Tune Tal, and others are depending on Tele,om Malaysia s infrastructure items. Fourth, Tele,om Malaysia is running its #usiness worldwide such as in the United 8ingdom, United 7tates of America, Australia, =ietnam, and many more. 7ome certain people may guess that the company operates locally however it is otherwise. Fifth, in Tele,om Malaysia head$&uarter organization has its own uni&ue. -ach lift has its own interactive television in which Tele,om Malaysia provides a daily or wee,ly #ulletin regarding news on Tele,om Malaysia. Aews li,e profit gaining, a fire #ro,e out in one of Tele,om s #ranch, the .rime Minister visiting and so many more. 7i'th, Tele,om Malaysia owns a toll$free num#er which is !$*""I !$4"". This num#er is commonly used #y other organization either pu#lic or private. This toll$free num#er is widely used in Malaysia even for fast$food deliveries use this toll$free num#er. Finally, Tele,om Malaysia has another uni&ue commerce which is the information$#last. Ehat does it do is that it helps companies techni&ue of advertising via 7M7. 7ometimes we receive information from organization regarding a service, product
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or even confirm information in case of theft. The num#er usually receive is seen at 3)))* and any ,ind of num#er that #egins with the num#er 3 in front. Those num#ers are the info$#last. For e'ample, a #an, sends a tag num#er using the info$#last num#er. The #est part of info$#last, it is afforda#le and has unlimited access of #lasting information.

2.0 Introduction of High- !eed Broad"and# $%I&I

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Eith the introduction of high$speed #road#and, society can now connect, communicate and colla#orate with a richer and more enhanced e'perience. -n@oy video, internet and phone services instantly with UniFi. %t is the time to welcome to the revolutionized era of communication. 2.1 Overview UniFi is a #road#and internet service provided #y Malaysia s #iggest telecommunications company, TM Berhad. Furthermore, UniFi is also ,nown as the High$ 7peed Broad#and (H7BB+ pro@ect. According to Hazriana ()"!*+, the purpose of the High$ 7peed Broad#and (H7BB+ pro@ect is to upgrade Malaysia s outdated and incompetent #road#and internet infrastructure. The H7BB pro@ect commenced on 7eptem#er )""4 with a #udget of CM!!.* #illion as a @oint venture #etween the government of Malaysia and Tele,om Malaysia Berhad. The H7BB pro@ect was officially made pu#lic in March )"!" under the product name, UniFi which is an amalgamation of ;Uni; which denotes integration and ;Fi; which represents fi#er$ optic communication. UniFi launched with * plans, namely =%.< at CM!21, =%.!" at CM!11 and =%.)" at CM)21. UniFi is one of the few triple$ play services in Malaysia, offering #road#and internet, television (%.T=+ and =o%. telephony services, all in one pac,age. As of August )"!), UniFi has rac,ed up an incredi#le 2"",""" su#scri#ers and is steadily gaining in popularity among Malaysians 2.2 &i"!'(peed )roadband Tele,om Malaysia prides itself on #eing one of Malaysia s few premier high$ speed #road#and internet service providers (%7.+. UniFi offers up to )" M#ps download and )" M#ps upload speeds. This has #een made possi#le, in part, than,s to the new fi#re optic #road#and infrastructure which serves as the life#lood of not only UniFi, #ut of Ma'is Home and other %7.s in Malaysia as well.

The technology #ehind fi#re optic communication allows for the efficient transmission of large volumes of data in a digital format over long distances. .rior to the
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introduction of UniFi, Malaysia s #road#and infrastructure was made up of conventional copper ca#le with several fi#re optic #ac,#ones. Dopper ca#le was originally intended for use in telephony services #ut was later improvised to support #road#and services as well. 7treamy', which is currently Malaysia s most popular #road#and internet service at a#out !.5 million users, is #ased on copper ca#le. The now outdated copper ca#le is currently #eing replaced worldwide #y the more advanced and efficient fi#re optic ca#le. Moreover, according to Hazriana ()"!*+, under the H7BB initiative, !.* million premises are to have high$speed #road#and access #y )"!) and they should have it #y now. Furthermore, TM is responsi#le for the last mile access networ, to homes and #usinesses and will employ three main technologies to achieve this. The three (*+ main technologies are> %. %%. %%%. Fi#re$To$The$Home (FTTH+ -thernet$To$The$Home (-TTH+ =ery High$7peed 0igital 7u#scri#er 9ine (=079)+ Domplementing to this, TM will roll out its core Ae't$Beneration Aetwor, (ABA+ #ac,#one #ased on all$%. platform as well as e'pand the nation6s glo#al capacities via new international gateways for enhanced connectivity and networ, efficiency. The latest consortium ca#le spearheaded #y TM, the Asia America Bateway (AAB+, will connect Malaysia directly to the U7, with landing points in the .hilippines, =ietnam, Thailand, Brunei, Hong 8ong and 7ingapore. To #e completed mid$)""1 and this should #e completed #y now, AAB position TM as a regional %. hu# for %7.s to gain connectivity to the U7. Eithin Malaysia, according to Hazriana ()"!*+, TM ensures the highest level of customer e'perience and convenience through several channels. %t has an esta#lish and strategically distri#uted networ, of TMpoints that serve as one$stop centres at which customers can chec, and pay their #ills, en&uire on and apply for new services. -nhancing the use of the %T platform, TM /nline allows customers to perform these same actions on secure, customized self$service portal. TM is committed to achieving e'cellent
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customer service and conducts regular customer satisfaction survey for feed#ac,. %ts achievement as a service provider is reflected in a num#er of awards #estowed (Hazriana, )"!*+. ).* Mar$et *evelop%ent According to Hazriana ()"!*+ TM has identified and divided its Broad#and 0eployment into three (*+ zones> %. %%. %%%. Jone (!+ focus on high economic zone area Jone ()+ focus on ur#anIsu#ur#an Jone (*+ focus on rural

%n first &uarter of )"!", she said that TM had launched its H7BB to these areas, namely 7hah Alam, Taman Tun 0r %smail, 7u#ang Kaya and Bangsar. The total targeted population in first &uarter of )"!" was !<",""" premises. Below, Figure (!+ is an overview of Malaysian #road#and landscape. %t is BBB. and H7BB com#ine to form the national #road#and landscape. /n the other hand, Figure ()+ showed high$speed #road#and roll out all over Malaysia which include 7a#ah and 7arawa,.

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Figure !> /verview of Malaysian Broad#and 9andscape

7ource> http>IImalaysian#road#and.infoItm$high$speed$#road#and$hs##I

Figure )> High$7peed Broad#and Coll /ut in Malaysia

7ource> http>IIthestar.com.myInewsIstory.aspLfileMI)"!"I*I)<InationI<1*!<55NsecMnation

2.4 (+OT ,nalysis

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7trength There are several strengths in Tele,om Malaysia. Based on the interview session, first Tele,om Malaysia is a pioneer for telephone lines, the %nternet and many other goods. Thus, other telecommunication companies are depending on Tele,om Malaysia infrastructure #ecause Tele,om Malaysia is the monopoly for its uni&ue #usiness. Ee can o#serve that other companies are selling the similar product and services li,e Tele,om MalaysiaH however the infrastructure comes from Tele,om Malaysia. Ehat Tele,om Malaysia is using, same goes to other telecommunication companies. 7econd, the networ, of Tele,om Malaysia is catering to every states and country, another word glo#al. Being at the state of pioneer and glo#al is developing Tele,om Malaysia into a powerful organization and each country has its nodesI #ranch unit. Their networ, is everywhere. However, it depends on the country itself whether to allow Tele,om Malaysia networ, into their country. Thus, most country worldwide has #een very cooperating. Third, the status of Tele,om Malaysia over years has #een very status #ecause the organization is a government lin,ed company even though they have privatized the company. 0ue to its lin,ed with the government, most @o# tenders especially is aided from the government and the status is sustaina#le. Tele,om Malaysia is much more sta#le, controlled #y the government and other telecommunications need to follow Tele,om s instruction. Fourth, most %T e'perts are from Tele,om Malaysia. This is no surprise why Tele,om Malaysia is the pioneer in Malaysia.

Eea,ness
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There are also several wea,nesses stirring in Tele,om Malaysia. First, Tele,om Malaysia has #oth retail and wholesale which falls under the line of #usiness division. Tele,om Malaysia sells end product to the customers and for the wholesale is to telecommunication companies infrastructure. Thus, the o#vious scene happening is that retail and wholesale are competing with one another as to what other telecommunication companies are sellingH at the same time, that company is also Tele,om Malaysia s supplierI customer. The relationship #etween retail and wholesale has contradicted. For e'ample, Ma'is #uys Tele,om Malaysia s infrastructure and also competing with Tele,om to sell its product and services. %n fact, other telecommunications companies are selling similar product as Tele,om #ut in a cheaper price. 7econd, Tele,om Malaysia advertising and promotion is lac,ing as compared to other as compared to other telecommunications companies such as Ma'is, Delcom and 0igi. Their advertising itself is topnotch and customers remem#er how their advertisements were advertised. 7omehow Tele,om s advertising is very much related to the government li,e !Malaysia advertisement included Tele,om Malaysia as Tele,om is a government lin,ed company. %n most of their advertisements, not much scene (party, concert, fun+ were included in Tele,om s advertisement. %t is very general and moderate, adult and a little #it of young adults that are related to the societyH #asically all a#out Malaysia. -ven the promotion and advertising team are needed to as, permission from the owner of the organization whom is the government for approval. That is why Tele,om s advertising is very limited. Third, the mentality of the customers perception a#out Tele,om is always negative. For e'ample they assume Tele,om services are slow, their %nternet or #road#and are slow and many more. -ven though Tele,om has privatized their organization however customers perception is still em#edded into their mindset as if the government runs the organization. Fourth, Tele,om Malaysia is a huge organization to run and it is &uite difficult to cater every need of the customers. Tele,om gets customer feed#ac, directly from customer care line and most of them are fuming due to the %nternet. Fifth, Tele,om s %nternet has a loophole which cannot #e identified. %t seemed to cause pro#lem to the customers. %f there are many people using
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the %nternet, it will cause congestion and the %nternet #ecomes slow. The only option to solve the pro#lem is to upgrade the %nternet which may cause another fuming among the customers.

/pportunity Tele,om Malaysia is aided #y the government as it is a government lin,ed company and other organizations which are the government sector are to ta,e a given &uota to use Tele,om s product and services. However, multinational companies have the option whether to use Tele,om or other telecommunications for their #usiness purpose. There won t feel compel not to ta,e Tele,om. For e'ample Tenaga Aasional Berhad (TAB+ is compulsory to use Tele,om s product and services for a &uota of seventy percent.

Threat There are a num#er of growing competitors in Malaysia li,e other telecommunications companies. However, the peculiar part is that Tele,om is competing with their customers who are Ma'is, Delcom, 0igi, Tune Tal,, .!, and such. These telecommunications companies are Tele,om s customer supplier as they are purchasing all Tele,om s infrastructures. The relationship is such complicated. %t is funny how the organization wor,s. Another threat is Tele,om tries to compete with Astro with their HyppT= that has more channels than Astro. However, the lac, of promotion and necessary advertising were not preceded. Ee can o#viously see not many customers ,now that they are interesting offers from Tele,om due to the lac, of advertising and promotion.

2.5 C!allen"es ,!ead

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0espite some positive feed#ac, from the industry, Hazriana ()"!*+ said that TM might still face some challenges going forward. The issues here include timely and efficient installations of fi#re at the customer premise. %t is pretty much struggling to set up a standard UniFi installation #ecause sometimes UniFi customer live somewhere that may have different geographical residential area. Aot all residential area has the availa#ility of fi#re$ready infrastructures. 7ome residential areas are developed #efore the age of #road#and and only newly developed residential areas have fi#re$ready pit and pipe infrastructures. Besides that content ac&uisition will #e another ,ey challenge for TM UniFi as it will need to manage a similar programming line$up if it wants to attract Astro6s su#scri#ers with its %.T= offering. %t is #ecause Astro is Malaysia6s only satellite service provider and currently provides over !"" channels on a su#scription model. %n addition, the lac, of interesting %.T= content and consumers6 hesitation to use fi'ed$line phones will continue to #e main challenge for TM to convince potential customer to su#scri#e to UniFi. Moreover, Hazriana ()"!*+ noted that the #iggest challenge for TM is to cautiously manage their competitors and customers6 e'pectations, since it will #e penetrating different mar,et segments that have different needs. UniFi may not have immediate impact on Malaysian consumers #ecause of the limited coverage and high #road#and tariffs.

2.- Contrib#tion to (ociety

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Tele,om has committed good deeds to the society. First, Tele,om has lines and %nternet for the entire Malaysia and recently for the rural areas. This is an opportunity for the rural people e'posing them to the world #y using the %nternet. Aot only that, they get to learn the %nternet and use it for the good #enefits. 7econd, Tele,om has sponsored the Malaysia foot#all team .&ari%a# Malaya/ from allowances, salary, and so many more. Third, Tele,om has upgraded their product from a dial$up networ, to #road#and which encourage the society to use the %nternet easy without any hassle. Meanwhile for UniFi, there is a lot of #enefit that society will receive from this service. According to Hazriana ()"!*+, UniFi will enhance customer e'perience #y providing higher internet speed, more entertainment options, afforda#le voice pac,ages and #etter service sta#ility. Moreover, she also said that UniFi allows customers to e'perience virtual shopping, wor, from home, interact with people in virtual communities and en@oy high &uality entertainment anytime. %n addition, UniFi also allows customers to maintain their e'isting TM phone num#er with no additional fee. Below are the further e'planations regarding the #enefit of UniFi> %. Their customer will #e a#le to download large (file size+ 0=0 &uality movies and music video clips in a matter of minutes or even a few seconds depending on the file size. %%. They will #e a#le to en@oy a new T= e'perience through T= over #road#and (%.T=+ with access to T= channels over a private networ, in high definition format 'ith high sta"ility. %.T= also offers the a#ility for high content user interactivity. %%%. They will #e a#le to wor, from home and stay in touch with the office, clients and #usiness associates anywhere in the world in real time through high speed %nternet, video and voice connections.

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%=.

They will have a richer, secure shopping and e$commerce e'perience from the comfort of their homes #y accessing virtual shops on$line around the world through real time video and chat.

=.

The customer can play on$line games simultaneously with anyone in the world in real time.

=%.

They will #e a#le to access educational services such as 6study on$line6 and participate in virtual classroom discussions with their tutors anywhere in the world as well as en@oy a rich research e'perience #y #eing a#le to download #oo,s, @ournals and magazines in a matters of minutes.

=%%.

They also will #e a#le to receive medical diagnosis and advice in the comfort of their homes or offices from medical practitioners locally and a#road in real time through high speed %nternet, high definition video and voice connections.

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2.0 C#sto%er (atis1action Dustomer satisfaction is very important for organization to ,now how their services toward the society are. %n this case, TM6s Dustomer satisfaction is measured e'ternally three times a year using TC%OM methodology. According to Hazriana ()"!*+, each time, two dipstic, studies focus on mass products such as =oice, Broad#and and UniFi. Ma@or data products are also included such as TM 0irect and %nternet .rotocol =irtual .rivate Aetwor, (%.=.A+, mainly for the Cetail 9ines of Business (9/Bs+H and one main wave study covers all ma@or products from all si' 9/Bs namely the four Cetail 9/Bs, TM Eholesale and TM Blo#al. As a result, in )"!!, to demonstrate commitment to enhancing customer e'perience, the TC%OM inde' score was included for the first time, as a headline 8ey .erformance %ndicator (8.%+ announced to the pu#lic. TM achieved a TC%OM inde' (Dustomer 7atisfaction %nde'+ of more than 5", higher than the target announced. Meanwhile, the num#ers of Unifi user have also increase time to time. Hazriana ()"!*+, said that TM in its fourth &uarter )"!) financial results revealed that the %nternet 7ervice provider currently has more than <!2,""" UniFi customers to date while total #road#and customers currently stands at )."5 million. According to Hazriana ()"!*+, UniFi su#scription growth stayed strong and showed no sign of slowing down. Eith !.*55 million premises passed on the #ac, of 13 e'changes, this translates to a ta,e up rate of more than *<F, going #eyond glo#al #enchmar,s of similar service roll$outs. -arlier )"!), TM achieved another milestone for UniFi, when the service surpassed the half a million customers mar,. To date, TM has activated and TM is continuing the momentum into )"!*. TM remains committed to their mission as the trusted #road#and provider for the nation.

2.2 C#sto%er 3eedbac$

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The feed#ac, from the customers regarding Tele,om s UA%F% has #een positive e'cept for the customers whom are located at the certain areas which UA%F% is not servicea#le. As the researchers had mentioned #efore, Tele,om does provide coverage of telephone lines and %nternet, thus UA%F% is currently new in the communication industry so the coverage is still in progress. UA%F% may #e a worldwide coverage soon in the future when UA%F% is e'perimenting new growth and #etter technologies. 2.4 Covera"e First, the capacity of Tele,om Malaysia s coverage is the same as to Tele,om 7u#ang Kaya or Tele,om 7hah Alam. The coverage and services are similar to all #ranches. Also Tele,om s glo#al offices coverage is also similar. Ehat is employed in Malaysia is also employed in the overseas. The networ, is still the same. 7econd, the coverage on UA%F% depends on the volume of users at the particular area. %f the area is accommodate with many users, the more they are, the smaller its capacity for one user to en@oy UA%F%. This is #ecause the UA%F% technical part is complicated and it may cause congestion @ust li,e traffic @ams.

(.0 )onclusion
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A#ove the proceeding page, the researchers have mentioned many things a#out Tele,om Malaysia such as its strength, wea,ness, opportunity, threat, the contri#ution to the society, customer feed#ac,, coverage and things we don t ,now a#out Tele,om Malaysia. Ehat the researchers can conclude is that Tele,om Malaysia as a whole is a strong organization with huge impact towards the society. Any organization has #oth its strength and wea,nessH a dou#le$ edge sword. Tele,om however has provided the nation the a#ility to connect with other people within and outside the country such as connecting with friends and families. /ver the years, Tele,om has also develop its technologies to ma,e it more esta#lished and do change for the society. Believe it or not, in Malaysia there are still people with poor media such as people in the rural area. Thus, Tele,om has also provided the technology to the rural area to connect with the world and others. 7ometimes, when we tal, a#out domination or control, it is inevita#le. An organization will #e controlled #y someone. The researcher would #e delightful if Tele,om can #e as good as other telecommunications companies. Their advertising is tremendous. Their promotion is never ending. They have made full use of the media. Thus, Tele,om is #ehind and couldn t catch up with these telecommunications companies. To ma,e things more appalling, these telecommunications companies are Tele,om s suppliersIcustomers and they are competing one$ on$one with Tele,om and they are doing way much #etter than Tele,om. 7o the &uestion may appear in the mind of the researchers, why can t Tele,om #e as competence as themL Ehat has made them lac,ing and footing #ehindL Their %T (information Technology+ e'perts are #est #elong to Tele,om. Those &uestions are still in the &uestion mar, form. Tele,om may #e as good as other telecommunications companies when Tele,om ma,e change. Tele,om needs to change the perception of the societyH may#e more appearance in the media or more advertising and promotion. %n the researchers opinion, it would #e great to have competitors which don t use any of Tele,om s infrastructures. This is #ecause the product is still the same no matter how different companies employ it. Tele,om should encourage different infrastructures for a healthy competition. %f Ma'is, Delcom, Tune Tal,, 0igi, and uMo#ile offers a different pac,age of #road#and for e'ample, if the infrastructure is lac,ing then companies are also lac,ing. -very telecommunication companies are using the same infrastructures and yet

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competing with one another. %t seemed not healthy. Ehy use a product that has the same ingredient with other productsL %t should #e different.

*.0 The Inter+ie' ession All the information stated in the proceeding page is #ased on the interview person Hazriana. Her full name is Hazriana Binti Haidzir. Her current position in Tele,om Malaysia is sales
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representatives. .reviously her position was an accountant #ut she grew #ored with her @o# and changed department. 7he has #een with Tele,om Malaysia since Kuly )""4. How do the researchers ,now herL Hazriana is a high school friend of 7yahida. They have #een friends from high school since !111. The interview session went for a#out an hour and occurring at the Tele,om Malaysia. The researchers went to meet in person with Hazriana. Tape recording and note writing was employed during the session of the interview. The researchers also treated Hazriana a drin, as a to,en of appreciation for her time and #eing there.

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