Etisalat company is one of the largest telecommunication group in new markets. The company is headquartered in Abu Dhabi. The company had approximately AED 52.2 billion and approximately AED 8.7 billion for the year 2019. The company has high rankings, and this explains its strong balance sheet and its excellent performance over the years. The company has developed to become a blue-chip international organization which provides innovations solutions and services to over 146 million clients in over 15 countries across Africa, the Middle East and Asia. The company is the only service provider in the UAE, and it is ranked the 14th largest wireless service provider in the world

1. Running head: ETISALAT OPERATIONS MANAGEMENT 1
Etisalat Operations Management
Student’s Name
Institutional Affiliation

2. ETISALAT OPERATIONS MANAGEMENT 2
Etisalat Operations Management
Introduction
Etisalat company is one of the largest telecommunication group in new markets. The
company is headquartered in Abu Dhabi. The company had approximately AED 52.2 billion and
approximately AED 8.7 billion for the year 2019. The company has high rankings, and this
explains its strong balance sheet and its excellent performance over the years. The company has
developed to become a blue-chip international organization which provides innovations solutions
and services to over 146 million clients in over 15 countries across Africa, the Middle East and
Asia. The company is the only service provider in the UAE, and it is ranked the 14th largest wireless
service provider in the world. The company's primary market is in the United Arab Emirates, where
it has over 50 million clients. The company has developed to become the leading internet service
provider in its major markets. Etisalat provides internet services to different companies, other
businesses and other people in the industry. The company is also the primary international voice
carrier in the UAE, Middle East and Africa. Additionally, it is ranked 12th biggest voice carrier
worldwide with over 500 roaming agreements in over 180 countries. (Etisalat, 2015).
(Academic Papers on Porter’s Strategy, n.d.). Freelancing | Academic
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The company was started in 1976 in the United Arab Emirates, and it was the first
telecommunications service provider in the region. It began as a joint-stock company between
local investors and International Aeradio Limited. The UAE government bought a 60% stake in
the company in 1983. The remaining part of the stake was put in the open market for sale. Etisalat
had obtained the rights to provide wired and unwired telecommunication services within the
United Arabs Emirates and other various countries. Later, the company acquired the license to
produce, import, different export equipment. The right enabled the company to carry out its
business activity as a monopoly in the UAE. The government was also able to collect huge
revenues as a result of the business activities carried out by the company. The UAE government
provided laws that would enable the country development in the economy and the
telecommunications sector in the nation (Samontaray, 2016).
Etisalat company operates known for its success in providing Fibre-To-The-Home (FTTH)
network in the United Arab Emirates whereby it had installed this technology in over 85% home

3. ETISALAT OPERATIONS MANAGEMENT 3
in Abu Dhabi. This made the region’s capital to be the first to be covered by fibre worldwide. The
company also offers a system of Wi-Fi hotspots known as iZone in places such as malls, restaurants
and cafes. The company also introduced HD calls within UAE and other regions at no cost
(Geromino, 2018)
Total Quality Management of Etisalat
Total Quality Management involves efforts in making permanent changes in quality
improvement, assurance planning and quality control. It mainly focuses on services, product
quality and the way this quality will be achieved. Companies that use quality control and assurance
of certain products and procedures applies the principles to deliver consistent quality. Etisalat has
been providing quality goods and services for over forty years. The quality products and services
have enabled the United Arab Emirates to acquire and maintain its position as a hub for business,
foreign investment and business operations.
The company has, for a long time, implemented its "Target" strategy, therefore, inspiring
it to attain its vision. Etisalat’s vision is “to be leading and most administered emerging markets
telecom group.” (Etisalat, 2020). Its mission is to provide the best customer experience for both
retail and businesses. The company also aims at bringing good returns to shareholders and
investing in the long-term future of the company. Finally, it seeks to improve economic
development and creation of jobs through ICT. The company focuses on a new corporate strategy
that is based on six main pillars which include; customer experience, culture, operational
excellence, portfolio, service offering and one company and people.
The company is committed to develop and retain the best talent in the organization through
well-organized planning, reinforcing its management and rewarding performance from employees
who have been doing well for a long time. The company makes sure that it has a smooth process
within the company by delegating different activities to various department and requiring the
employees to be accountable in their actions within the company. The company ensures that it
does not negotiate on delegation of company functions and accountability since this is a significant
pillar of the company (Akpulonu, 2017). Most importantly, the company believes that its people
and culture of its consumers' area factors that lead to its huge success. The company's vision has
let it have excellent top management and high goals, and this has resulted in being one of the best
mobile network operators.

4. ETISALAT OPERATIONS MANAGEMENT 4
Etisalat’s Continuous Improvement in its processes.
The company ensures that it continues to improve its products and services to achieve total
quality. Improving the quality of its goods and services ensures that the company minimizes on
wastage. Also, including all employees in its operations provides that the company's workers carry
out their activities more effectively and efficiently. The company ensures that it employs workers
with high qualifications in education. It also encourages its employees to continue with their
learning to higher levels. The company is known to sponsorships within the UAE and even other
regions outside the UAE through their career development programs. The program mainly used to
offer Etisalat's employees the opportunity to continue with their education. The company formed
the Etisalat academy Institute to provide training with its employees. Training from the school will
help employees be able to find problems, analyze the issues, solve the problem and finally seek
improvement opportunities.
The company has also been partnering with other business so to save on costs of their processes.
This kind of partnering means that the company and other partners get almost equal benefits. The
company partners with others through raising resources need together, sharing costs involved and
working together to benefit all businesses that are involved. An example the partnership is with
050 telecoms. 050 telecom partners with Etisalat by selling Etisalat's products and services by
supplying to retail sellers within the United Arab Emirates. 050 telecom is known as a "regional
principal reseller", and for this reason, Etisalat company trusts their partner because of their
positive image. 050 telecom has high-quality services and management practices which they use
in the retail business countrywide (Etisalat, 2020).
Additionally, Etisalat has another partnership with Huawei. Huawei is known to be the leading
company that offers information and communications technology worldwide. The company is
known to provide 4G network, provide high-quality information and communication technology
goods and services. Huawei and Etisalat entered into a contract with an agreement to create the
first 5G service in the United Aran Emirates region (Yan, 2019) The company also uses various
quality control tools to ensure that company’s processes are of high quality. Such quality control
tools include; Pareto chart, fishbone diagram and ISO 9000. The company has an entire department

5. ETISALAT OPERATIONS MANAGEMENT 5
called "quality Assurance", and the department is made up of an employee expert from all other
departments in the company.
References
(Academic Papers on Porter’s Strategy, n.d.). Freelancing | Academic
Home. https://discountdealson.com/
Akpulonu, M. I. (2017). The Implementation of Total Quality Management (TQM) in the
Telecommunications Industry: Problems and Prospects (A Case Study of Globacom and
Etisalat Limited, Enugu) (Doctoral dissertation).
Etisalat. (2020). Etisalat - Investor Relations - Investor Relations. Retrieved July 27, 2020, from
https://etisalat.com/en/ir/corporateinfo/overview.jsp
Etisalat. (2020). Etisalat - Investor Relations - Investor Relations. Retrieved July 27, 2020, from
https://etisalat.com/en/ir/corporateinfo/overview.jsp
Geromino, A. (2018, February 1). Etisalat heads Middle East’s most valuable brands [Web log
post]. Retrieved from https://www.tahawultech.com/news/uaes-etisalat-snags-middle-
easts-valuable-brand-title/
Samontaray, D. P., & Al-Aali, A. (2016). Etihad Etisalat (Mobily) 8330. Journal of
Competitiveness Studies, 24(1/2), 62.
Yan. (2019, February 26). Etisalat partners with Huawei to Deploy 5G Network in UAE. Xinhua.