General instructions

Select a company/ organization / institution (preferably in the organization you are

serving)
and analyse it under the following points:
1. A brief introduction of your organization
2. Vision and mission of your organization. (If no vision and missions are specified by
the organisation, give the vision and mission as per your visualisation and you can
recommend to your organization.)
3. The products produced or the services offered.
4. The overall processes involved in various operations.
5. Organisation structure (as per operational requirement)
6. Organizational analysis
(a) Strength of the organisation
(b) Drawbacks / weaknesses / problems in production / services
(c) Problems in various processes in different operations.
7. Quality assurance in operation management.
8. Recommendations: your recommendations to improve quality and high efficiency of
production / services.
9. conclusion

About Ethio telecom

Originally a division of the Ministry of Post, Telephone and Telegraph, what would become the ETC
was established as the Imperial Board of Telecommunications of Ethiopia (IBTE) by proclamation
No. 131/52 in 1952. Under the Derg regime, the IBTE was reorganized as the Ethiopian
telecommunications service in October 1975, which was in turn reorganized in January 1981 as the
Ethiopian Telecommunications Authority. In November 1996, the Ethiopian Telecommunications
Authority became ETC by Council of Ministers regulation No. 10/1996. The subsequent
Proclamation 49/1996 expanded the ETC's duties and responsibilities. For its international traffic
links and communication services, ETC mainly uses its earth station at Sululta which transmits and
receives to both the Indian Ocean and the Atlantic Ocean satellites. [9] Engineering consulting
firm Arup, were involved in the design and engineering of the early tower structures (during the
1970s).
In late 2006, the ETC signed an agreement worth US$1.5 billion with three Chinese companies, ZTE
Corporation, Huawei Technologies and the Chinese International Telecommunication Construction
Corporation, to upgrade and expand Ethiopian telecommunications services. This agreement will
increase the number of mobile services from 1.5 million to 7 million, land line telephone services
from 1 million to 4 million, and expansion of the fibre optic network, from the present 4,000
kilometers to 10,000 by 2010. It is part of a larger US$2.4 billion plan by the Ethiopian government to
improve the country's telecommunications infrastructure.In 2018, the mobile service business has
reached 85% of the country. In February 2018, it was reported that Ethio telecom had 64.4 million
subscribers making it the largest telecommunication services operator in the continent. The operator
runs three terrestrial fiber optic cables with a capacity of 42 Gbit/s to connect Ethiopia to the rest of
the world via Kenya, Djibouti and Sudan. In August 2019, the company announced that it will install
4G network before other telecom companies enter the Ethiopian market since the government
decided that it will liberalize the telecom sector.
By 26 August 2020, Ethio telecom planned to extended 842 new infrastructure site during 2020 fiscal
year. This infrastructure expected to enable the company to host additional 5.2 million new
customers. During this fiscal year, the company planned to generate 55.5 billion birr in revenue, a
16pc growth from the last fiscal year. It also plans to boost the country's telecom density to 51.3%.
At the end of financial year 2021/22 it generated a revenue of 61.3 billion birr and boosted the
country's telecom density to 63.3% after total subscribers reached 66.59 million birr.
In May 2021, Ethio telecom launched Telebirr, a mobile service platform. Frehiwot said 21.8 million
users signed up with this service, making total transaction of 30.3 birr. On 10 May 2022, Ethio
telecom commenced 5G network for pre-commercial sale in partnership of Huawei Technology after
several months upgrading the predecessor 4G network.
As of October 2022, Ethio telecom has been the 23rd largest operator in the world from 781
operators and the 2nd largest operator in Africa from 198 operators. In the time mentioned, the
company has 68.3 million subscribers. Its telecom service coverage and density has also reached
99.1% population, 85.4% Geography and 64.5% tele density respectively. Ethio telecom, with a new
beginning and a new perspective, has begun implementing its newly devised three-years LEAD
Growth Strategy starting from July 01, 2022, with a vision of providing services beyond connectivity,
enabling inclusive growth by providing digital and financial services and simplifying the daily
activities of organizations and individuals. As part of its commitment to realizing digital Ethiopia and
of its128 years of resilient journey and togetherness with Ethiopian people in providing telecom
services, Ethio telecom commenced 5G network on 10 May 2022 for pre-commercial sale in
partnership with Huawei Technology. Particularly, the 5G network service has been deployed in
Addis Ababa, the capital city of the country and the diplomatic seat of international and continental
institutions as part of the commitment of the company’s aspiration to become a leading digital
solutions provider. Likewise, the company has expanded 5G mobile technology in Adama city on
November 2, 2022 on pre-commercial level by considering the existing and enabling conditions to
fully expand and market the service in the time ahead. This latest technology not only meets the
ever evolving demands of customers, but can also have a transformative impact on the blossoming
businesses activities in Ethiopia and the ongoing national digital economy transformation agenda as
well as will highly boost the level of the society’s technology usage. In addition to this, the company
has officially launched Cloud Computing Service as of October 27, 2022, named telecloud which
would modernize and empower the day to day business activities of the customers.

By using the cloud service, organizations and institutions can avoid the time spent on technology
selection, infrastructure construction, training and maintenance, as well as foreign exchange
payments, so that they can focus only on their business activities and service quality and avoid
unnecessary expenses with the application capacity of the resource utilization expansion based on
their need thereby enhancing their competitiveness and productivity. In May 2021, the company
launched mobile service known as telebirr after receiving its license from National Bank of Ethiopia.
As of November 2022, telebirr digital payment system has acquired a subscriber base of 25.8
Million, 101 master agents, 81 thousand agents and 22,000 merchants. The platform has also been
integrated with 16 banks to transfer money from bank to telebirr and with 11 banks to transfer money
from telebirr to bank as well as over 153 billion-electronic money/birr has been transacted. A number
of services has been integrated with telebirr digital payment system to ease customers’ hustles
being the best digital payment option. In July 2022, the company launched mobile financial services
that comprises micro saving, micro credit service and overdraft service in telebirr for telebirr service
users. The telebirr supported micro saving and credit services is aimed at providing micro credit and
saving service for telebirr users to transform the financial inclusion landscapes for inaccessibility to
formal financial services as well as to support small business cash needs. Over the years, ethio
telecom has been the only state owned telecom service provider in Ethiopia. However, following the
country’s political administration change and reform, license was given to Safaricom
telecommunications Ethiopia and has now fully operation in Ethiopia since August 2022.
Furthermore, international bid is floating to partially privatize the company. There will be multiple
telecom operators in the race in not the distant future.

2015 EFY (2022/23) FIRST HALF YEAR BUSINESS PERFORMANCE SUMMARY REPORT
total subscribers reached 70 Million, generated a total of 33.8 Billion ETB in revenue
Establishment of Ethio telecom
As a continuation of the 2005/06-2009/10 five-year plan and after concentrating its efforts on
education, health and agriculture, the Ethiopian government decided to focus on the
improvement of telecommunication services considering them as key lever in the development of
Ethiopia. Ethio telecom was born on 29 November 2010, from this ambition of supporting the
steady growth of our country.

Brief historical review

Telecom service was introduced in Ethiopia by Emperor Menelik II in 1894 during the
commencement of the telephone line installation from Harar to Addis Ababa. Then the inter-
urban network was expanded in all other directions from the capital and many important centers
in the Empire were interconnected by landlines to facilitate long-distance communications with
the help of intermediate operators acting as verbal human repeaters.

Organizational reform
 1890 :- Central Administration of Telephone and Telegraph System of Ethiopia
 1907:- The central office of Post, Telegraph and Telephone (PTT) System of Ethiopia
 1910 :- Ministry of Post, Telegraph and Telephone (PT&T) 
 1952 :- The Imperial board Telecommunication of Ethiopia (IBTE)
(Recruited promising young Ethiopian to fill various senior positions and carried out and completed the
Ethiopianization program in 1973)
 1975 :- The provisional Military of Socialist Ethiopian Telecommunication Services
 1996 :- Ethiopian Telecommunication Corporation (ETC)
 2010 :- Ethio telecom

Transition to Ethio telecom

Ethio telecom has got its current status since 29th November 2010 as a part of Ethiopia’s
2005/06 – 2009/10 GTP following the federal government’s decision to focus on improving
telecom services, taking them as key to national development. Consequently, the country’s
telecom infrastructure and services have been transformed to world-class standards to facilitate
the development of the country with a great paradigm shift in the improvement of the sector.
Mission
Provide Reliable Communications & Digital Financial Services to Simplify Life and Accelerate
Digital Transformation of Ethiopia.
Vision
A Leading Digital Solutions Provider

Core values
Human-Centric: We are responsive to our employees, customers and stakeholders aligned with
their interests and values.
Integrity: We are trustworthy, responsible and accountable to do business centering ethics at the
heart of our business.
Excellence: We are committed for quality, excellency and professionalism. We take every
challenge as an opportunity using innovative approaches and centering digitalization for better
result.
Socially Responsible: We care and protect environment, contribute for the overall development
of our society and we do engage in ethical business and do business ethically.
Togetherness: We always perform in synergy and teamwork internally and work in collaboration
with ecosystem players so as to grow together.

MAJOR LEAD GRWOTH 2025 STRATEGY GOALS

 INCREASE CUSTOMER SATISFACTION

 RETAIN LARGER MARKET VALUE
 SHARE AND MARKET SHARE
 REDUCE OPERATIONAL EXPENSES
 INCREASE PROFIT MARGIN

SUBSCRIBERS & COVERAGE – FIRST HALF 2022/23 PERFORMANCE

Population Geography Tele density
COVERAGE & DENSITY
70M 98.6% Growth from June 22
Mobile Voice 67.7M
Fixed Voice 862.2K
Mobile Data & Internet 31.3M
Fixed BB 566.2K

KEY SUCCESS FACTORS

Strong Leadership
 Strong support and guidance from Board of Directors
 Dedicated, passionate, and skilled leadership team to lead the company in difficult business
situations.
 Cross-functional collaboration, alignment, synergy,
 Strong crisis management capability
Employee
 Employees who are willing to take a risk for company
achievement.
Committed Staff regardless of various challenges.
Adaptive Strategy & Structure
 Business-driven three years strategy with continuous periodic revision
 Strategic committee based decision platforms accommodating multiple perspective with
collaborative environment.

Affordability
 Consecutive intervention to ensure affordability and competitive price (tariff adjustment and
highly discounted new packages, no expiry package , credit, installment,, and contract services)
in the economically challenging environment ensured affordability, secured customer base, and
revenue.
Digitalization
 Investment & upgrade on a key network and IT infrastructures, and, optimization
 A bold move to digitalization through online sales service, self-care, and digital recharging
solutions
Omni channel and chat boat supported customer service, mobile money service and Fin tech
solutions to ease customers' journey, reduce administration costs and increase revenue
generation.
Cost and Asset Efficiency
 Cost excellence initiative (Do2save) through which 3.5B ETB is saved and enhanced resource
 Implementation of zero-based budgeting and strategic sourcing process
 Restoring out-of-service sites quickly to compensate lost revenue
Social Responsibility
Engagement in multiple corporate social responsibilities works helped to build a positive image
for the company and contribute to community development.
Media Engagement
Growing communication works and media presence to promote products/services and provide
ont ime
and relevant company information with diversified media outlets
 Investing on initiatives to enhance brand visibility has contributed to increased customer
awareness, created transparency, and helped to build a positive brand reputation.
Strong Partnership Management
 Active engagement with stakeholders and regulators
 Having a well-established partnership with local & International suppliers/Partners/vendors,

CHALLENGES
MAIN CHALLENGES
 Fiber & Copper Cable Cut & Vandalism
 Service Outages due to Security
 Land Acquisition Delay
 Foreign Currency Shortage and Rising Inflation
 Commercial Power Acquisition Delay & Interruption
 Telecom fraud
 Supply Shortage & Contractors’ Efficiency

Operational Terms

Definition Operational and technical terms in the proposal, and they are used to mean:

Network Operation and Service Management: is a division responsible for supervising overall network
elements (broadband, fixed-line, transmission infrastructure, and mobile network) visibility that includes
supervision, monitoring, alarm handling, and performance management.

Supervision: is monitoring network elements to deliver on-time information about their operational
status to the mobile network operator.
Operator: is a company that provides telephone services (broadband, fixed-line, and mobile) that
consist of voice and data services.

Alarm Handling: is a process in which an operator oversees alarms to perform corrective, preventive,
and perfective maintenance on network elements.

Performance Management: is a process an operator takes to ensure that all the service outlets are
functioning as per the preplanned performance goal of effectiveness and efficiency.

Telecom infrastructure and services have been recognized as enabler and

catalyst for the socio-economic development of a country. Cognizant of
relevance and multiple active role Ethio telecom has in our country’s overall
progress and prosperity, our company has been undertaking a wide range of
projects and operations to expand telecom infrastructures and systems,
improve the quality of service and increase the outreach of the benefits to the
community. We have been working hard to become a competent and
preferred telecom service provider in the fast and dynamic telecom market to
meet the growing demand for telecom services.