Telstra Corporation Ltd is an Australian telecommunications company that has operated since 1975. It provides mobile, internet, television and other services both within Australia and internationally, particularly in Asia, and currently has a market share of over 60%. In the next 3-10 years, Telstra is likely to face issues including network congestion from increased traffic, network maintenance problems due to outdated systems, and poor customer service and high prices damaging its reputation. A SWOT analysis identifies strengths such as its infrastructure network and market leadership position, weaknesses such as service issues and high prices, opportunities in international markets, and threats from competition and changing regulations.

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Brief Description
Telstra Corporation Ltd is an Australian telecommunication and information services that have
been operating in the information telecommunication industry since the year 1975. These
services include mobile, internet access, television and so on, not only in Australian but also
partnership and functionality in international, especially Asia. Currently, Telstra company acting
as the industry market leader with market share of over 60%. They have continually
implemented timely and strategic decisions that have helped in capitalizing in the business
opportunities that have emerged in the industry. Telstra Company has been providing the best
customer services while expanding their infrastructure to ensure continues delivery of quality
services. Since the investment on infrastructural development in the year 2014, Telstra have
focused on the provision of improved quality of internet access to their users nationwide.
Major Issues that Telstra Company is Likely to face in 3-10 Years
Telstra Company’s customer base is continuing to grow each day across a wide geographical
region. Since Telstra’s Supply chain to the various categories of target customers is increasingly
becoming broad and complex, its extensive provision of services to their customers is likely to
face some challenges in the next 3-10 years. Telstra’s challenges across the supply chain are
reflected in the impact and experience of the end customer, who are growing increasingly
unsatisfied, evident as Telstra moved up to rank at the top of TIO’s complaint list last year. Some
of the major issues that are likely to be encountered by Telstra Cooperation are explained below;
1. Congestion in Network Traffics
Telstra network provides Australia’s largest geographic coverage and fastest service that
requires an extensive network of physical infrastructure. Yet although network traffic continues

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to grow exponentially, with a 40% rise in the last year Telstra’s supply chain fails to provide
adequate infrastructure and technological labor to maintain their service and foregrounds concern
around the competency of the supply chain. A lack of physical infrastructure has contributed to
ongoing congestion and multiple service outages this year, significantly affecting over eight
million customers. This highlights a pronounced area for improvement in the development of
additional physical infrastructure and fixed network services to increase capacity and deliver
improved technological service.
2. Network Maintenance Problems
Beyond infrastructure, Telstra must also consider how their systems and supply chain are linked.
Telstra still relies on older technology and systems that slow down and complicate how customers
are served. One particular outage resulted from a connection problem overseas that then had a
flow-on effect domestically. These outages also result in large bottlenecks of customers waiting to
be reconnected, causing a huge disruption and inconvenience to customers and considerable strain
on Telstra operations. This presents significant opportunities for improvement, with Telstra
planning to pursue significant technological advances such as virtualization and increased
automation across network domains. This will ultimately help modernize operations and systems,
eliminating time and resource inefficiencies along the supply chain.
3. Poor Customer Service
Poor customer service and a continued persistence to price its services at a premium have
resulted in Telstra recording the worst scores against its competitors with respect to “value for
money.” Although, Telstra is trying to address this by ensuring that all customer interactions
have a positive impact and build on relationships, many of these communication strategies have

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been badly managed, with duplicate and competing interactions demonstrating poor customer
management capabilities and systems. Consequently, by reconsidering their focus and use of
data, content and capability, there is significant opportunity for Telstra’s supply chain to deliver
more value through improved customer service. This also highlights that Telstra must reconsider
how their supply chain delivers end value to their customer through the products offered.
Telstra’s dominant presence has previously meant they had a large target market and
consequently the supply chain was traditionally designed based on standardized, high volume,
low variation, and point-to-point movements optimized to achieve operational efficiencies.
However, the growing modern technological environment has meant that customers now demand
differentiated capabilities and tailored services, and Telstra must be responsive to the evolution
of customer needs to remain competitive. This highlights a need for Telstra to transition to
personalized, fully transparent, niche customer products to greatly enhance end value. However,
the ability to deliver these solutions would significantly change the way the supply chain deliver
services.
SWOT Analysis for Telstra Cooperation
Strengths
Telstra Company is currently building strong network of infrastructure that will support its
operations. The move will not only ensure Telstra compete in the telecommunication industry
but will also improve its performance by improving on quality of services delivered to the
customers. Moreover, its current position in the industry as a market leader will ensure that the
company continues to lead the market. The company has a pool of skilled workforce that has
enabled the company to realize faster growth rate in the Australian telecommunication industry.
Telstra have a strong monetary support base that provides constant monetary assistance.

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Weaknesses
As the company expands its geographical coverage, there are operation inefficiencies witnessed
by the various cases of unsatisfactory customer service. Compared to other companies operating
in the same market, Telstra suffers from latency issues. Besides, they charge higher prices
compared to their competitors.
Opportunities
Business opportunities in the international markets like Asia-Pacific and China. There are a wide
businesses and projects that the company can venture into. Besides, the company renews their
focus on customer service to reduce the percentage of unsatisfied customers.
Threats
The mobile market in Australian telecommunication industry is become more saturated leading
to high competition. The government regulations regarding the industry are becoming complex.
Further, the difference in government regulations from country to country may limit the Telstra
entry into the international markets. The rapidly changing technology and its application in the
telecommunication industry limit the operations of Telstra Company.