1. Deloitte Case Competition
Team: Cole Feldman, Lake Heckaman, Jenny Ng,
Janine Romy, Neil Jones
Friday, April 4th
TELECOM CO
Deloitte Consulting LLP
2. The Team
Jenny Ng
Freshman IT Management
Neil Jones
Freshman Accounting, Economics
Janine Romy
Sophomore Finance, Int’l Economics
Cole Feldman
Freshman Economics, IT Management
Lake Heckaman
Freshman Business, Mathematics
3. - 3 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
4. Presentation Outline
• How can TELECOM CO increase
growth rates and successfully
retain customers?
Strategy
• What approach should TELECOM
CO take to resolve its IT issues?Technology
• What should TELECOM CO do to
combat the causes of higher-than-
average attrition rates?
Human
Resources
5. Presentation Outline
• How can TELECOM CO increase
growth rates and successfully
retain customers?
Strategy
• What approach should TELECOM
CO take to resolve its IT issues?Technology
• What should TELECOM CO do to
combat the causes of higher-than-
average attrition rates?
Human
Resources
6. Increased Customer Base Will Come Mainly From Mexico
Strategy Technology Human Resources
Expansion
in Mexico’s
consumer
mobile
market
Acquisition of
a tower
company
Postpone
future
development
in Argentina
Transition
back to fleet
service in the
United States
7. - 7 -
DeloitteTemplate.pptx
Suggestion Matrix
Revenue
Risk
Suggestion Feasibility
Elderly
Sport
s
Basketball
Pay Per View International
Expansion
Elderly
U.S.
Argentina
Mexico
8. Expansion in Mexico is Less Risky and More Profitable
Mexico Argentina
Strategy Technology Human Resources
19%
65%
16%
Revenue by Sector
US Mexico Argentina
Lack of LTE coverage in
Mexico gives TELECOM
CO the opportunity to
capture a growing market.
9. Representative of a Mid-Size Tower Company to Acquire
Diamond
Communications
• Financially achievable
• Experienced in expanding
coverage
• Looking for opportunities to
expand abroad
• International presence
Strategy Technology Human Resources
10. LTE Capability in Mexico Gives First Mover Advantage
Strategy Technology Human Resources
• Increase service quality for
smartphone users
• Capture market share from up
and coming telecom sector
Build towers to
expand LTE
infrastructure
• Appeal to lower income
customers in Mexico
• Generate guaranteed prepaid
revenue for TELECOM CO
Develop prepaid
plan for mobile
consumers
• Begin to offer LTE capable
smartphones to consumers
• Develop and implement
aggressive marketing strategy
Move forward
with new product
launch
Top line revenue
will increase
faster than the
telecom average
in Mexico of
12.5% annually.
11. Waiting to Move Aggressively to Argentina Will Pay Off
Strategy Technology Human Resources
Next Six
Months: Learn
Next Year:
Build
Next Five
Years: Grow
Hold off on
new product
launch in a
volatile area
Gauge readiness
for expansion and
initiate tower
construction
Attack mobile
LTE market as
infrastructure
grows
12. Presentation Outline
• How can TELECOM CO increase
growth rates and successfully
retain customers?
Strategy
• What approach should TELECOM
CO take to resolve its IT issues?Technology
• What should TELECOM CO do to
combat the causes of higher-than-
average attrition rates?
Human
Resources
13. - 13 -
DeloitteTemplate.pptx
Underperformance in Helpdesk and Server Performance
0
1
2
3
4
5
6
7
8
9
Target US Mex. Arg.
ITCo.'s Helpdesk
Performance
95.0%
96.0%
97.0%
98.0%
99.0%
100.0%
Target US Mex. Arg.
ITCo.'s Data Center and
Server Performance
Strategy Technology Human Resources
To cut response hours in
half in Mexico, ITCo must be
encouraged to hire more
helpdesk employees.
Server and app difficulties
resulting from
infrastructural problems
must be addressed.
HourstoRespond
Uptime
14. - 14 -
DeloitteTemplate.pptx
Poor Customer Service Leads to Customer Attrition
Increased Customer Effort
Unsuccessful
solutions
Being
transferred
Re-
explaining
the issue
“I always feel like I
have to re-explain
my issue when I
am transferred.”
“Being
transferred is
so frustrating.”
“I was on the
phone for an
hour and my
problem is not
even fixed!”
“Talking to customer
service is exhausting. I
hear Verizon has better
customer service.”
Strategy Technology Human Resources
15. - 15 -
DeloitteTemplate.pptx
• Severe helpdesk
underperformance
• Mexican customers
most dissatisfied
• Decreased costs
• Infrastructure
already established
• Finding another
vendor takes time
and money
Contract with ITCo is Worth Keeping
Strategy Technology Human Resources
Keep
Contract with
ITCo Find Another
Vendor
16. - 16 -
DeloitteTemplate.pptx
Two-Pronged Approach to ITCo Problem
Strategy Technology Human Resources
Vendor
Management
Look for
Alternative
Vendors
Strengthen
Contract
Encourage
Hiring of
Helpdesk
Employees
Emphasize
Quality
Service
Strong
Presence
in Mexico
Manage Risk
Simultaneous Actions
17. Presentation Outline
• How can TELECOM CO increase
growth rates and successfully
retain customers?
Strategy
• What approach should TELECOM
CO take to resolve its IT issues?Technology
• What should TELECOM CO do to
combat the causes of higher-than-
average attrition rates?
Human
Resources
18. Lack of Focus and Team Skills Results in Attrition
Strategy Technology Human Resources
TELECOM CO’s higher-than-average
attrition rates hinder growth.
Loss of human capital
Loss of institutional knowledge
Weakened company image
19. Address Problem Areas to Improve Employee Experience
Strategy Technology Human Resources
Area of Concern Proposed Solution
Teamwork is undervalued
• Public recognition of team success
• Team-building seminar
• Redesign office space to
encourage collaboration
Lack of clear career progression
• Give promotions based on positive
team reviews
• Implement employee incentives
Lack of fair compensation
• Adjust compensation package so
that salary increase reflects
company revenue increases
20. Successful Growth Solves Back for Employee Turnover
“Employees don’t want to be team players,
as much as they want to play on the winning team.”
21. Recommendation Overview
• Mexico: Develop LTE infrastructure and prepaid plan
• Argentina: model after Mexico, if non-nationalized
• US: focus on fleet services
Strategy
• Renegotiate ITCo contract
• Improve customer service with focus in MexicoTechnology
• Emphasis on teamwork coming from the top
management
• Employees want to work for winners
Human
Resources
22. - 22 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
23. - 23 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
24. - 24 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
25. - 25 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
26. - 26 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
27. - 27 -
DeloitteTemplate.pptx
Refocused Strategy Will Turn TELECOM CO Around
Grow Revenue
20% through
2018
Explore Growth
in Emerging
Markets
Maintain
Commitment to
Customers
Offer
Dependable, In-
Demand
Products
Long Term
Stability: Attrition
and Service
Quality
