Operations Management Report: Google Pixel and Telstra Comparison

This report presents a comprehensive analysis of the operations management strategies of Google Pixel and Telstra. It begins with an introduction to both companies, highlighting Google Pixel as a product of Google and Telstra as a telecommunications company. The report then explores the customer benefits packages of each, detailing Telstra's focus on customer service and Google's emphasis on product quality. The value chain designs of both companies are examined, providing insights into their internal activities and operational structures. The analysis section delves into the strategic visions and competitive priorities of Google Pixel and Telstra, discussing their goals and approaches to market competition. The report concludes with recommendations for both companies, emphasizing the importance of understanding market dynamics and maintaining customer loyalty. It underscores the need for Google to innovate and compete effectively in the smartphone market and for Telstra to maintain its service quality and strategic vision to sustain its global presence. The report references several academic sources to support its analysis.

Running head: OPERATIONS MANAGEMENT
Operations Management
Name of Student:
Name of University:
Author’s Note:

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Table of Contents
Introduction:....................................................................................................................................2
Findings:..........................................................................................................................................2
Customer Benefits Package:........................................................................................................3
Telstra:.........................................................................................................................................3
Value Chain Design:....................................................................................................................5
Telstra:.........................................................................................................................................5
Google:........................................................................................................................................6
Analysis:..........................................................................................................................................7
Strategy and Strategic Vision:.....................................................................................................7
Competitive priorities:.................................................................................................................8
Recommendations:..........................................................................................................................9
Conclusion:....................................................................................................................................10
References:....................................................................................................................................11

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Introduction:
Google Pixel and Telstra are the two selected organisations. Google Pixel is a product of
the Google Company. It is actually a special type of phone model. Google is an American
Multinational company that specialises in a lot of services and provides goods as well. It is a
company that specialises in internet related functions apart from manufacturing phones using
their very own operating system. The areas of technology the company covers can be said to
include, online advertising, cloud computing, hardware and also software. Google pixel is
actually a consumer electronic devices range that operates on Chrome operating system or on the
Android. There are several pixel line of services, which include pixel tablets, Pixel laptop rage as
well as the Pixel Smartphone. It can safely be asserted that Google focuses not only on their
internet facilities but also on their goods.
Telstra Corporation limited specialises in media and telecommunications. It is an
Australian company. The company operates on the telecommunication networks as well as the
mobile net facilities, voice services, pay television and also entertainment services.
The aim of the report is to understand the organisational structure of both the companies
including their value chain designs as well as their customer benefits. The following report also
discusses the operational strategies and strategic vision of both the companies. Thus it can be
said that the Google pixel is a product and the Telstra Company provides telecommunication
facilities and services.
Findings:
A thorough research on both the companies illustrates the following information:

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Customer Benefits Package:
A customer benefits package of a company is defined as a part of its operations
management. T6he customer benefits package comprises of both tangible goods and intangible
services (Heizer 2016).
Telstra:
The Telstra Company comprises sixteen million customers all over the world at present.
This count is more than even the customer bases of the competitors of the company. Compared
to the Vodafone Australia as well as the Optus, the Telstra Company is huger (Harris 2017).
Telstra has huge ideals. It aims to give the customers more than they have ever taken
from them. Rewards or benefits are also given to the people from the company. In order to show
their respect towards the customers, several recognition programs are organised. In certain cases
more respect is meted out to the customers than the company’s employees. There are several
celebration programs organised (Kelly and Scott 2012). Loyal and lucky customers are also
gifted. It is in very rare cases that the company fails to meet the needs of its customers. It is the
company’s priority to fulfil all their customers’ telecommunication needs. The company’s
customer benefits package comprises the following:
 Contact with the company: Each and every customer can contact the company
based on their needs at any time. The company puts forward this opportunity.
There are several modes of communication namely in person, by telephone or by
typewriter. Under no circumstances do customer queries remain unsolved.
Maximum of 5 days are taken to respond to customer mails. A sales hotline is also
present where unethical sales behaviour can be reported.

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 Choosing one’s own services: The company service information are provided to
the customers at all times to enable customers to choose their best purchase
option. Communication requirements of Regional Australia as well as priority
assistance problems are also met. There is a disability equipment program for
persons with disability who use the service. Access packages for low income
people are also provided.
 Customer privacy: Customer privacy is maintained at all times. Company
always keeps personal information safe. Accuracy f information is maintained and
kept up-to-date. People are not disturbed by marketing purchases.
 Billing and payment options: Bills are accurate, received promptly as well are
easy to pay. Financial assistance is also provided to those needing it.
 Security and safety of the customers: Options of blocking numbers, handsets as
well as managing of unwelcome calls are available.
 Service guarantee and consumer protection code: prompt dealings with
complaints are concerns are performed. Customer rights are also met (Kumar and
Reinartz 2012).
Google:
 High product quality
 High end interface
 Models that are hard to replace
 New operating system owned by the company (Heizer 2016)

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Value Chain Design:
An important feature of any company structure is the value chain design. The value chain
analysis assists in determining the nature of a firm’s internal activities.
Telstra:
Telstra’s value chain design comprises the following aspects:
 Smart networks along with smart people
 Presence globally
 Future vision
 Needs which are tailor-made
 Better rostering of staff
 Processes which are automated
 Connection and collaboration
 Efficient and smart new services (Prajogo and Olhager 2012)

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Figure 1: Value chain analysis of Telstra
Google:

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Figure 2: Value chain analysis of Google
The value chain analysis comprises the following:
 In bound logistics: Greatest value is generated in in-bound logistics. The company does
not reveal value chain details as well as supply chain aspects to the people (Christopher
2016).
 Outbound logistics: The Company has no major outbound logistics. It sells
technological physical products
 Marketing activities: Huge level of marketing activities takes place in case of Google
forums (Lin and Tseng 2016).
Analysis:
The Analysis of both the companies comprising their strategies as well as competitive
priorities is stated as follows:
Strategy and Strategic Vision:
The strategic vision is discussed below:
Google Pixel:
The company aims to improve the hardware as well as the features of the software to
maintain the top quality of its products and make them irreplaceable (Stadtler 2015). The factors
that Google aims to achieve with pixel are:
 Capturing the existing market of phones in the premium category (Mayfield,
Mayfield and Sharbrough 2015)

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 Win over competitors
 Use innovative strategies
 Beat Apple and Samsung in their strengths
 Use Smartphone market saturation as an advantage by producing innovative
products
 Improve overall phone quality experience
Telstra:
It is necessary that the company keep maintaining its strategies to sustain their global
name. The three major pillars of the company include:
 Excellent customer experience deliverance
 Growth and core value driven activities
 Building close to core business growth
The strategic enablers of the company include:
 Future network establishment
 Opportunities for digitisation
 Capabilities and culture
Competitive priorities:
The competitive priorities are discussed as:
Telstra:
 Providing customers with the best of service
 Scoring high over competitors

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 Retaining market position
 Maintaining review and customer benefit policies
Google:
Sustainable competitive advantages exist as remarkable sources in case of Google which
are measured in terms of value, rarity as well as substitutability (Kelly and Scott 2012).
 Value: Products are valued and hard to replace
 Rarity: quite rare products as well as value for money
 Impossible to imitate: these products are hard to imitate easily
 Difficult to be substituted: Pixel range of products are unique and difficult to be
substituted
Recommendations:
A careful as well as through study of both the companies taken reveals that they need to
understand the strengths and weaknesses of the market as well as understand their position and
aim to improve the same.
Telstra is an immensely successful name in the telecommunications market and boasts of
extremely loyal customers. To sustain the loyalty of its customers it is the company’s duty to
keep providing the best quality services and also ensure that they remain uninterrupted. The
company should move forward in terms of its strategic vision and provide all formulated
services. In case the company works on its goals well it can achieve even greater success
(Krajewski, Ritzman and Malhotra 2013).

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Google needs to understand its drawbacks and rectify them. There are already established
supergiants in the Smartphone market which have loyal customers (Pearson 2016). So Google
needs to provide innovation to score high over them and develop ad retain a customer base of
their own. To ensure its growth successful strategies for customer retention are important. Their
product also needs to perform well (Zurich 2017).
Conclusion:
The companies both are well known. This is definitely due to their services as well as
product qualities. The companies need to maintain as well as increase their brand image.
Weaknesses of the company should be detected and worked upon. These actions and their
effective plan implementation are bound to make them invincible in their respective markets.
Attention to their customers are well employees should be provided.
Companies globally look out for the strategies of Telstra as well as Google. Their
innovations are also appreciated and carefully studied. It is quite possible for them to offer
lucrative deals and seal their customer bases. At no point in time the loyalty of the companies
should be compromised with.
Becoming successful needs the right blend of business acumen, risk taking capabilities as
well good forethought. It is with the amalgamation of these qualities that a company achieves
global dominance. It can be concluded that the companies need to understand their areas of
expertise and work on them accordingly to become invincible in their respective markets. Both
the companies need to keep all these aspects in mind. The examples of successful companies
need to be carefully studied. The companies can then reach their goals and become immensely
successful.

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References:
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Harris, J., 2017. Telstra's hitting home. Connected: Home+ Business, (Mar 2017), p.28.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
Kelly, S. and Scott, D., 2012. Relationship benefits: Conceptualization and measurement in a
business-to-business environment. International Small Business Journal, 30(3), pp.310-339.
Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K., 2013. Operations management: processes
and supply chains (Vol. 1). New York, NY: Pearson.
Kumar, V. and Reinartz, W., 2012. Customer relationship management: Concept, strategy, and
tools. Springer Science & Business Media.
Lin, Y.H. and Tseng, M.L., 2016. Assessing the competitive priorities within sustainable supply
chain management under uncertainty. Journal of Cleaner Production, 112, pp.2133-2144.
Mayfield, J., Mayfield, M. and Sharbrough III, W.C., 2015. Strategic vision and values in top
leaders’ communications: Motivating language at a higher level. International Journal of
Business Communication, 52(1), pp.97-121.
Pearson, S., 2016. Building brands directly: creating business value from customer relationships.
Springer.