Telecom Plus: Digital Technologies and Organizational Performance

This research project, conducted as a case study on Telecom Plus, evaluates the impact of digital technologies on increasing organizational performance and productivity. The introduction provides background on the dynamic business environment and the importance of digital tools for enhancing competitiveness. The research defines the research question, objectives, and hypotheses, supported by a literature review. It explores the research methods, including primary and secondary research techniques. The project investigates the impact of digital technologies on Telecom Plus, examining ways to improve performance, the relationship between digital tools and productivity, and strategies for maintaining a competitive advantage. It also addresses research issues and potential challenges. The project delves into the ways of improving firm's performance by providing training and development assistance, the implementation of effective communication and the use of modernization or digitalisation. The conclusion and references are included, offering a comprehensive analysis of the topic.

RESEARCH
PROJECT

Table of Contents
TITLE: ............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
P1) Research proposal which clearly define question and hypothesis with literature review....1
P2) Research methods and approaches to primary and secondary research...............................7
TASK 2............................................................................................................................................8
P3 Conduct primary and secondary research by using appropriate methods and techniques.....8
P4 Apply appropriate analytical tools, analyse research finding and data................................12
TASK 3..........................................................................................................................................21
P5 Communicate research outcomes in an appropriate manner for the intended audience......21
TASK 4..........................................................................................................................................22
P6 Reflect on the effectiveness of research methods applied for meeting objectives of the
business research project...........................................................................................................22
P7 Consider alternative research methodologies and lessons learnt in view of the outcomes..22
CONCLUSION..............................................................................................................................23
REFERENCES ............................................................................................................................24

TITLE:
“To evaluate the impact of digital technologies on increasing organisational performance
level and productivity”. A case study on Telecom Plus.
INTRODUCTION
In over dynamic business environment, corporate associations are focusing on boost up
its business practices and operations. For this, they use various tools so as to raised annual sales
and profitability. Managers also trying to produce innovative products and services which helps
them in obtaining high competitive advantage. Thus, adoption of advanced tools helps in
enhancing viability and growth of a business organisation. Furthermore, digital techniques can
also improves skills and capabilities of employees who are working with IT department (Avci,
Madanoglu and Okumus, 2011). Well skilled and qualified staff members are plays an
imperative role in responding towards gaining high competitive advantage. In this over dynamic
environment, there is huge competition among business organisations, they all are tend towards
providing high qualitative and value added services to customers for attaining and retaining them
long term period. Beside this, the research is based upon Telecom Plus, its leading
telecommunication industry which was established in 1996. It uses forward-looking marketing
channels in order to deal with internal and external environment. In addition,the overall sales
revenue of the company is £744.7 million and net worth of the company is £31.8 million. The
vision statement of Telecom Plus is to be the communication leader in the rapidly connected
world. The present research is conducted to determine the impact of digital technologies on
enhancing performance level of the firm. For this, aims and objectives are created in order to
carry out the work in appropriate manner. On the other hand, a theoretical framework will be
made through a review of literature and to get quantified results several methodologies will be
used then data is evaluated.
P1) Research proposal which clearly define question and hypothesis with literature review
The present research, is based on how digitalisation helps increasing firm's productivity
and performance level. It represents that corporate association have to use modern tools of
production which makes them more progressive and helps in sustaining high agonistic benefits.
In this modern era, companies are focused on adoption of new and innovative tools and
techniques so as to improve its production process and achieve high competitive advantage in a
certain time period. If a company continuously achieve high market share then it will also attain
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its goals and objectives within a short time of span. Thus, the mission statement of Telecom Plus
enhance the value for its stakeholders and contribute to society by providing innovative,
affordable and consumer friendly services (Banai and Tulimieri, 2013). In this the perspective,
the firm improves its services and aspire to be more respected and successful telecommunication
company in United Kingdom. This present case study describe the wallop of digitalisation on
growth and success of every business entity. It helps in improving their functional area and core
concepts of productions. For instance – if staff members of Telecom Plus will work with modern
techniques then it helps in increasing their skills and knowledge in a particular field. The
research is conducted in order to improve the skills and knowledge of researcher. It will also
described the requirement of modernization within business entities and how it will be improve
their production process. Now these days, every organisation and even government also put
various efforts for implementing modernization by emerging different digital techniques or
elements (Bennett and Segerberg, 2011). UK population also tend to adopt new and advance
technology which make their lives more easier. In this perspective, telecommunication
companies are trying to improve its services by putting more techniques in them. Furthermore,
technological advancement also helps in improving new performance level of employees as they
will capable to perform well.
Research aims: -
Research aims defines the actual purpose of the research so as to find out all answer of
questions in a scientific manner. Aims are rely upon desired outcomes of the research which is
must for investigator to achieve. It helps in making a research project more efficient or effective.
Furthermore, it dictates what and how to attain; thus research aims renders direction towards
completion of all research activities. (Brewster and Hegewisch, 2017). The aim of this research
project, “To determine the impact of digital technologies on increasing organisational
productivity and performance level”. A case study on Telecom Plus.
Research objectives
These are practical or concrete statement which describes what an investigator wants to
achieve. It is expected that objectives should be accomplished in a time frame and available
resources. Basically, it focus on the ways to measure the variables by identifying and describing
them. In other words, research objectives is an imperative relationship between two variables on
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which the overall research is based upon. Below mentioned are the major research objectives,
such as-
 To evaluate the impact of digital technologies
 To identify the ways through which Telecom Plus can improve its performance
 To determine the relationship between digital technologies and increasing organisational
performance. To recommend various ways through which organisation can gain competitive advantage
at market place.
Research questions
A research questions are fundamental view of research project; it emphasis on
determination of methodology and guides all stages of inquiry. In addition, research questions
starts with various issues which someone wants to resolve and identifies the reason behind this. It
refers certain areas of concern which have to addressed and difficulties which are required to be
addressed and conditions that can be improved. Below mentioned are some research questions,
such as-
 Q1. What is the impact of digital technologies on Telecom Plus?
 Q2. What are major ways of improving company's performance and production?
 Q3. What is the relationship between digital techniques and increasing performance level
of Telecom Plus ? Q4. What are the measures of sustaining high competitive advantage ?
Research issues:
When a research is conducted there are several issues are being faced by an investigator
which can hamper the overall project or activities. Such barriers can be occurred from anywhere
so that it is necessary for individuals to demonstrate these issues and prepare a suitable strategy
to deal with them in an effective manner. In addition, lack of money is the major issue which is
continuously faced by investigator; through which the person cannot get proper data and
information in a systematic way. Beside this, lack of time framework is the another biggest
challenge, due to lack of enough timing individuals cannot get proper time to make their working
activities more effective and innovative. (Chang and Chuang, 2011). It is necessary for
researcher to make a time framework for all research activities or operations for getting better
future outcomes.
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Impact of digital technologies on Telecom Plus
There are several scientific changes which has a crucial role in a corporate association. In
modern environment, business tools and techniques are wholly modified cause of industry
revolution as well as globalisation. Every firm wants to gain high competitive benefits and
improves its business strategies in order to compete with external environment. Digitalisation
can influence functional areas and practices of a company. Business technology has been totally
changed due to revolution. It can affect firm's working activities and operations and make them
to able to compete with external environment. Now these days, small business organisations are
tend to implement new technologies in its planning process; it allows business operations to be
effective and innovative. For instance – if Telecom Plus use technology then it can reduces
operational costs; it also helps firm in automate administration functions, i.e. record tracking,
accounting, payroll etc. Furthermore, digitalisation will be also helps in creating a secure
environment in which customers' information keep safe. These tools and techniques are user
friendly, employees can easily learnt as well as implement them.
Apart from this, digital equipments also improves the internal and external
communication process within organisation through which management can interact with its
employees and listen their queries; it also improves the decision making process of the company
On the hand, due to effective communication company will also communicate its target and
potential customers and recognise their needs and wants; it helps firm to sustain high competitive
advantage and market growth in a minimum time period. On the other hand, Christopher, (2016)
states that modernization allows business entities to access into new economic markets, i.e.
regional, national and international markets. Although, companies are selling its products on
retail websites: it is the most common way to reach large group of customers. However, websites
are low cost digital tool that people can access 24/7 in order to purchase products or services at
anytime.
Ways of improving firm's performance level and productivity
Now these days, every business organisation wants to improve its performance level and
productivity in order to achieve its goals and objectives. In this perspective, these are assorted
ways of rising company's performance level, such are stated as under: - Providing training and development assistance – For improving current skills and
knowledge of employees, it is fundamental for Telecom Plus to organise training and
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development programmes. According to Costen and Salazar, (2011), the more
employees knows, the more they will be produced. Well trained and qualified employees
are liable to think innovative and create innovative; it differentiate products and services
of the from competitors. In addition, training also reduces annual employee turnover
costs which helps in increasing financial capability of the firm. Implementation of effective communication – Lack of communication within a business
environment generate more conflicts and misunderstandings among all employees. It
results reducing the workforce which also eliminates production level of the company.
Therefore, effective communication or interaction through digital tools is the best way to
improve employees performance level. With the viewpoint of Felício, Caldeirinha and
Rodrigues, (2012) it helps in improving the decision making process of the company and
create healthy and positive atmosphere at workplace. Hence, open communication in
Telecom Plus help increase productivity. Communication among managers of different
departments is also crucial in getting positive outcomes in terms of overall productivity.
 Modernization or digitalisation – Telecom Plus has to adopt new and innovative
techniques for its production process. In addition, modernization states updating
machinery and other equipment which are utilised by employees in their day-to-day
operations. Ford, (2014) defines that the effective or faster equipment makes employees
to capable and get tasks done in proper manner. Along with this, advanced machinery or
production tools can also reduces the efforts which are required to start a work, fatigue as
well as overall stress at workplace. Therefore, it results performance production level
will be improved.
Relationship between digital tools and maximising company's performance level
In ever changing business environment, an administration's actions or functions are
highly depend upon effectual equipments and techniques. If small business organisation, like
Telecom Plus use digital tools for its production process; it results raising in quality of products
and services through which the number of customers will be also increased towards company.
Therefore, there is a great relationship between digitalisation and firm's performance. For
instance- if Telecom Plus uses new and advance tools of production and then it also helps in
improving employees' capability and skills. According to Huang, Baptista and Galliers, (2013),
it results they will contribute in higher performance level and be productive for the company.
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Along with this, if managers provide training and development assistance to their
managers then people will learn new things in best possible way. In today's scenario, technology
allows advanced reporting as well as capability of business analysis; it helps managers to get
understanding of firm's performance, market trends and customer preferences as well. Through
which, owners of small business organisations can access performance metrics and analytical
reports by using digital tools or information in order to work together to set or redesign strategy.
Hence, if Telecom Plus will regulate new and advance techniques then it can easily achieve its
goals and objectives in an effective manner (The Impact of Technological Change on Business
Activity, 2017).
Justify the ways of gaining high competitive advantage
Every corporate association wants to get high competitive advantage for improving its
market growth. There are described various measures or ways in order to gain high competitive
advantage, such are stated as under: -
 Cost leadership – It is the major way of getting competitive advantage from target
market. Cost leadership strategy is usage when a business concern is offering the same
quality product as same as its competitors in but lower prices. In this, business
organisation identifies different ways of generate qualitative goods at lower prices by
getting optimum utilisation of available resources (Karim and Arif-Uz-Zaman, 2013).
Along with this, cost leadership is an offensive strategy, whereby business organisations
tries to drive up competitors by using various pricing strategies. Small business enterprises, i.e. Telecom Plus can adopt the concept of strategic alliances
and franchising in order to sustain high competitive benefits. Both these helps in
spreading business functions and operations at global level and generate numerous
customers. But in this, business owners have to be careful and does not cross not to cross
the line among collusion and alliances. Strategic alliances also provides pool of
resources to a business organisation.
 Product differentiation – It is another strategy which helps businesses to differentiate
themselves from competitors. Production differentiation strategy is based upon low
costs so as to attain and retain customers for long term period. In this, businesses can set
themselves on the basis of market attributes and focus on producing new products and
services.
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P2) Research methods and approaches to primary and secondary research
Research methodology consists with a systematic plan that can be used in order to make a
research project. It develops hypothesis or providing solutions by defining as well as redefing
major issues or problems. This part of research is very important because in this researcher find
out all answers till conclusion. In this relation, there are used various methods to conduct a
research with an aim of better outcomes (Kolb, 2014). Therefore, research methodology carrying
research project in effective direction by using different applications. It is classified into different
segments which are described as under: -
 Quantitative research - Quantitative research refers a systematic verifiable probe of any
phenomena through mathematical, statistical and computation techniques. The present
research is based on collection and examination of numerical data in order to describe
and predict of interest. Quantitative research enables proper deployment of resources by
minimising servicing costs.
 Qualitative research - Whereas qualitative research is based upon ethnographic tools, i.e.
interviews, focus groups, questionnaire etc. in order to collect information about
participants live experience that is difficult to achieve in quantitative terms. In addition,
qualitative research is concerned on words rather then numbers; it is highly emphasis on
holistic description. However, this research is rely upon qualitative research; it helps in
rendering better outcomes through customers' viewpoints or opinions.
 Research Approaches - The concept of research approach is to formulate a plan for
research project, it carries out all steps through wide assumptions and different ways of
data collection. Research approach includes overall decisions which are based upon
philosophical assumptions. Inductive research approach and deductive research approach
are the two major types of research approach. In which inductive research approach
dictates to gather data on a specific topic for which a research is going to be conducted
(McGrath, 2012). On the other hand, deductive research is a hypothesis which develops
from an existing theory; it starts with a social theory that is associated with scientific
investigation. Although, this research is used inductive research because the project is
based upon qualitative research, it helps in getting actions in proper way and also
improves major decisions. Inductive research develop data in order to explain social
phenomenon.
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 Research Design - A research design is a overall framework for the investigation. It
anticipates all the subsequent stages of research process. There are three types of research
design, such as- descriptive and exploratory. Descriptive research design is a common
method of obtaining information; it includes questionnaire, observation and personal
interviews (Jarle Gressgård, 2011). Apart from this exploratory research design is used
when the researcher does not properly knows about the problem. The present case study
uses descriptive research design because it is concerned with major research problems
and provide solutions for the same.
 Data analysis - It focuses on getting the sample which is based on real population and
public. Researcher can select probabilistic and non-probabilistic data sampling
techniques; which is most suitable in research project. This research project is based upon
the sample size of 50 customers.
TASK 2
P3 Conduct primary and secondary research by using appropriate methods and techniques
A research is known as critical aspects which is assistive to get rid all from all the issues
which have occurred in past research and associated with same area of investigation. In order to
get appropriate outcomes of any study it is essential for researcher to gather data and information
thus to carry out entire work in the best possible manner. Data analysis refers with a process of
examining data by using various analytical tools. In this perspective, the researcher conducts a
survey on a sample size of specific people and then find out the conclusion for research project.
There are types of sources,such as – primary and secondary sources through which research can
collect information and reach better outcomes. Below is defined brief description of all these
sources, i.e. -
 Primary sources – It consists with the data which has been gathered to reach end goal of
research venture. Leverage of primary sources are specifically customized to assess needs
and wants of people. There are different methods of data analysis, such as- questionnaire,
interviews, focus groups etc. However, this researcher is based upon questionnaire of 50
respondents. Secondary sources – These sources entails when data is gathered through someone else
and used or analysed by the another researcher. Several sources of secondary data are –
publications, books, journal, websites etc.
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QUESTIONNAIRE
Name
Age
Gender
Phone No.
Q1. Is digital tools and techniques are impactful in growth and development of an organisation?
A. Yes
B. No
Q2. What are the major digital tools of communication which can be used by Telecom Plus?
A. Mobiles phones
B. E-mails
C. Text messages
Q3. Are you satisfied with services of Telecom Plus?
A. Yes
B. No
Q4. Is digital equipments helps in improving the quality of products and services which are
offered by company?
A. Agree
B. Disagree
C. Don't know
Q5. Do you think that business organisation needs to provide training and development
assistance to its staff members?
A. Yes
B. No
Q6. What are major techniques are helpful in getting high growth?
A. Information sharing
B. Effective communication
C. Advancement in technologies
Q7. How Telecom Plus can increase effectiveness of its digital technologies?
A. Improving productivity
B. Generating brand awareness
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C. Sustaining high competitive advantage
Q8. How Telecom Plus can extend its operations through digitalisation?
A. Hiring new employees
B. Merger of two small business entities
Q9. Rating the quality of products and services of Telecom Plus?
A. Excellent
B. Good
C. Average
Q10. Is digitalisation or modernization is accessible in economic or financial growth of
Telecom Plus?
A. Agree
B. Disagree
C. Don't know
Q11. Give any suggestions for improving company's performance through digital tools and
techniques?
Data analysis: -
QUESTIONNAIRE
Q1). Is digital tools and techniques are impactful in growth and
development of an organisation?
Frequency
 Yes 40
 No 10
Q2) What are the major digital tools of communication which can be used
by Telecom Plus?
Frequency
 Mobile phones 35
 E-mails 5
 Text messages 10
Q3) Are you satisfied with services of Telecom Plus?
10