FACULTY OF ADMINISTRATIVE SCIENCE AND POLICY STUDIES

BACHELOR OF ADMINISTRATIVE SCIENCE (HONS)

MANAGEMENT PRINCIPLES AND PRACTICES
(ADS460)
SEMESTER MARCH – AUGUST 2023
TITLE: TELEKOM
(PROPOSAL)

FACULTY OF
ADMINISTRATIVE SCIENCE
AND POLICY STUDIES
 BACHELOR OF
ADMINISTRATIVE SCIENCE
(HONS)
MANAGEMENT
PRINCIPLES AND
PRACTICES
(ADS460)
TITLE: MAYBANK
PREPARED BY:
NAME MATRIC NUMBER

NURZATIL HAZIRAH BINTI HEDERIY 2023103139

MEMELIA JERING ANAK ANYUM 2023197251

CASSANDRA ANAK BUDUT 2023516341

1. Name of company

TELEKOM Malaysia Berhad (TM)

2. Area of Interest

To examine the impact of effective management on the overall success of an organization

and industry as well as how they operate in term of management trends and issues.

Introduction

Telekom Malaysia as known as TM is the country’s leading telecommunication

company. Malaysia’s portal and telegraph services were incorporated by British colonizers back
in the early of 20th century. Today, Telekom Malaysia is known for the dominant provider of
fixed telephones services that has more than 90% share of fixed broadband market such as
Streamyx and UniFi. Khazanah Nasional which is the government holding arm also has a
majority stake on it. Telekom Malaysia has been led by Managing Directir Zamzamzairani Mohd
Isa since 2008. Telekom Malaysia is sets to enable Digital Malaysia by offering a comprehensive
suite of communication services and solutions in fixed especially in telephony and broadband
such as mobility, content, WiFi, Cloud, Data Centre, cybersecurity, loT and smart services. In
order to enhance customer experience, TM provides a continuous customer service quality
improvements and innovations, whilst also focusing on increased operational efficiency and
productivity. By doings so, TM is driven by stakeholder value creation in a highly competitive
environment and places emphasis on delivering.

3.0 LEADERSHIP STYLES BEEN PRACTICING

Telekom Malaysia Berhad (TM) has its own leadership style. TM Governance
Framework is guided by the principles and practices of corporate governance in Main Market
Listing Requirements of Bursa Malaysia Securities Berhad, the Malaysian Code on Corporate
Governance 2021 (MCCG), Corporate Governance Guide and international best practices and
standards on corporate governance. specific powers of the Board are delegated to the relevant
Board and Management Committees. The Governance Framework is supported by a few parts
which are the Board Charter, Limits of Authority Matrix (LoA) and Business Policy and
Governance (BPG). The Governance Framework includes an open, clear and timely
communication with their shareholders. Not only that, there are relevant Board Committees that
are supporting a skilled, experienced, diverse and majority independant Board. TM have clear
delegation, decision making and accountability framework and for a risk management and
assurance, TM provide a robust system, Lastly, their values, Code of Conduct and Business
Ethics and policy Framework define the standards of behaviour to achieve their targets based on
the strategy they have.

4.0 DECISION MAKING APPROACH & DECISION MAKER’S STYLE

PRACTICES WITHIN THE ORGANIZATION

The Boards are responsible in making decision in the company. They need to ensure that
the long-term success of TM and delivered a sustainable value to the shareholders. Hence, the
Board, Board Community, and Management have their own responsibilities, For example, the
chairman, Tan Sri Mohammed Azlan Hashim encourage participation of all directors and
allowing dissenting views for robust discussion at boards meeting. This is to ensure an effective
decision-making process.

5.0 COMPANY BIGGEST CHALLENGES IN THE CURRENT ERA

Telekom was the obvious choice for consumers as there was no other alternative before
the entry of the other telecommunication companies. It is edge in the industry since its
establishment in 1946, however, TM is faced a challenge to be able to ride the turbulent times
and retain its top spot as the leading telecommunication in the country if Telekom Malaysia is
slow in taking proactive measures to compete with others competitors. In in order to maintain
their reputation, Telekom Malaysia must offer a lot more attractive packaged compared with
their competitors. As for the present day, there is a lot of competitors such as Maxis Bhd,
Celcom Axiata Bhd, and TIME dotCom which have attract the existing TM’s customer through
their attractive packages and offer. Following the announcement of the Mandatory Standard on
Access Pricing (MSAP) by the Ministry of Communication and Multimedia in June 2018, the
price adjustments by the other telecommunication companies caught TM off-guard. As it has
invested heavily on the infrastructure, it may take some time to reduce the impact of investment
cost. The challenges for TM is a technical transformation of the network to new technologies
such as Software Define Network and Cloud to developing new digital skills set in its workforce
and changing a culture that has thought and acted as a monopoly for many years.

Other than that, during the global outbreak of Covid-19, Telekom Malaysia faced with a
new challenge that was truly unprecedented times that were affecting everyone globally such as
the members of public, businesses, corporates and Telekom Malaysia also had to dealt with.
Determination and perseverance to overcome this crisis is critical for Telekom to maintain their
businesses. When the government announcing the Movement Control Order (MCO) and stay at
home orders, Telekom Malaysia need to ensure that the customers is stay connected, entertained,
seamless high speed and uninterrupted connectivity solutions for the nation. To prioritise the
safety of the employees as well as the customers while protecting their business, TM have to
adapt with the new norms in its aftermath and have also taken decisive action. Alongside trying
to mitigate the impact of Covid-19, TM actively evaluating various ways to optimise costs across
the operation. TM stated that its important for their company to stay focus on their planned
operational improvements throughout the balance of the year by continue to operate with a long-
term mindset.

6.0 ETHICAL ISSUES THAT ORGANIZATION FACED

Telekom Malaysia conduct a ethical safeguards and virtues value using the ‘Code of
Behaviour and Business Ethics’ which is specifies business concepts, organising principles and
ethics conduct. Telekom strongly bans any actions or behaviours in all commercial dealings that
would result in an improper profit or advantage to the TM Group. TM does not tolerate any sort
of Conflict of Interest while dealing with their business partners. Any employees may face
disciplinary action that may lead to denial of promotion, termination, or dismissal of
employment and also including withholding bonuses, increments and merit awards if they violate
the Code. Employees have to make sure that their business partners understand and follow the
Code’s applicable provisions because the company have the authority to take appropriate action
against anyone who violate the Code.
Also, from our research we can see Telekom Malaysia already has a vision in place by
established three simple objectives which is consider the experience of convergent lifestyle
communication, provide employees with a thorough response and encouraging socioeconomic
improvement. ‘Making life and business simpler for a better Malaysia’ is a goals that
proprietor’s share by aiding individuals with their network requirements. Besides, TM Brand
Attributes are innovatives, streamlined end-to-end methods for faster customer deliverables.

7.0 EFFORT TAKEN BY LEADERSHIP IN THE ORGANISATION TO DEAL WITH

CHALLENGES THAT ARISE

Telekom Malaysia Berhad (TM) unveils Stayalert.My, a one-stop source for official
news, updates on Covid-19 during the pandemic in move to keep Malaysians to stay informed
and stay alert with the latest news and important announcement during the Movement Control
Order (MCO). It is a part of TM’s effort to make citizen staying at home while getting
information easier than before. The website is featuring aggregated information from reliable
sources with easy understanding infographics, making the information easier for consumption
and easier to be shared among family and friends. There are many features of the website such as
info, latest news, help guide and so on. Through this online news initiative, TM hope that
Malaysian citizen keep keen of the current pandemic, but also help to curb the spread of fake
news in this current digital era.

Other than that, TM very ensuring the safety and health of its employees nationwide. During the
third wave of the COVID-19, Movement Control Orders (CMCO) and Enhanced Movement
Control Orders (EMCO) have been declared by the Government in several hard-hit areas. The
company also has been hit by the virus when the outbreak had spread among TM’s employees.
To overcome this situation TM implemented immediate safety protocols for their affected
building and areas which included closure of affected premises to disinfection and sanitization
the area. As a precaution to the worsening condition, TM activated the “Work From Home” for
its non-critical functions employees using any available digital channels and online productivity
tools. Meanwhile, TM front liners who are involved in critical functions continue to work
serving customers by adhering to the Standard Operating Procedures (SOPs) and guidelines from
the authorities. Its proven that TM have taken proactive measures to ensure that the organization
continue to serve the nation while at the same time protecting their employees and customers.

8.0 COMPANY’S CORPORATE SOCIAL RESPONSIBILITY AND ITS IMPACT

TOWARDS SOCIETY

TM do believe that the organization is a people-centric organization so that the success of

their journey is supported by their dedicated workforce, loyal customers and local communities.
During the virus outbreak, COVID 19, was announced by World Health Organization (“WHO”)
as a pandemic, TM established the TM Tabung Kebajikan Covid-19, an internal fund-raising
campaign to address impacted local communities. The campaign was kicked-off since the
Movement Control Order (MCO) period began in March 2020 and continued into the holy month
of Ramadan. TM has contributed to more than RM560,000 to the fund as a sign of support to the
Group’s Corporate Responsibility efforts. Overall, TM have contributed over RM5.6 million for
its corporate responsibility (CR) related efforts during the Covid-19 outbreak. This effort has a
dominant effect on the local community, especially the citizen from the B40 group. Undeniably,
that TM really help the victims as well as provide an effective channel for the purpose of
donating.

Next is, TM Future Skills Programme. The TM Future Skills Programme is an initiative
of Telekom Malaysia’s to provides students and teachers with TM 3Ducation 3D printing
module and TM Nano Maker, which is a real-time data logging tool for STEM subjects. Its
initiative is to encourages TM user to venture into the digital field which is already in high
demand nowadays. The programme give much benefits to students and teachers. TM also
announced that the programmed is collaborating with Bangsar/Pudu District education Office
(PPDBP) for the implementation of TM Future Skills to schools under their care. Through the
collaboration, TM is reaching out to 21 school in the area. The effects of this programme on the
community is TM able to make students aware of the importance of education in line with
technological advances. As a result, student will acquire digital skills that can be applied in the
future while contributing to the community and country.

Conclusions
Telekom Malaysia was chosen because it is one of the biggest and renowned company in the
Malaysia especially in the telecommunication industry. The company can achieve it successful
because of the effectiveness leading in the company. Telekom Malaysia also applying the four-
management process which is planning, organize, leading and controlling.

3. Link
3.1 ADS460 - GROUP PROJECT (LATEST). (n.d.).
Scribd. https://www.scribd.com/document/481791759/ADS460-GROUP-PROJECT-LATEST
3.2 Hashim, N. (2014, May 26). Research
proposal. https://www.slideshare.net/MRGEMPAK/research-proposal-35117551
3.3 Reach Publishing Sdn Bhd. (2020, September 26). Govt Issues ‘Last Warning’ Letter To
Telekom Malaysia. LiveatPC.com. https://liveatpc.com/govt-issues-last-warning-letter-to-
telekom-malaysia/
3.4 Telekom Malaysia Bhd. (n.d.). Nikkei Asia. https://asia.nikkei.com/Companies/Telekom-
Malaysia-Bhd
3.5 Our Vision & Mission | Shaping A Better Tomorrow, Today.
(n.d.). https://www.tm.com.my/corporate/vision-mission