Assessment of TPG Telecom's Efficiency and Effectiveness

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Executive Summary
As there is a number of companies increasing in the market with their own kind or product
range and new various technologies, the rival and competition between similar companies
have been gone too far. People or customers are judging companies on the basis of their
background as well their way of describing the products and its marketing as well also large
clients mainly focus on the effectiveness and efficiency of the company. For this, an analysis
is processed in which an Australian Company TPG Telecom Limited is assessed on several
parameters in this assessment.

Table of Contents
Executive Summary...............................................................................................................................1
List of Abbreviations..............................................................................................................................3
Introduction...........................................................................................................................................3
Background of the organisation............................................................................................................4
Extent of Alignment...............................................................................................................................5
S.W.O.T. Analysis...............................................................................................................................5
Balanced Scorecard...........................................................................................................................7
Porter’s Five Forces.........................................................................................................................10
Work Centred Analysis....................................................................................................................12
Assessment of efficiency and effectiveness.........................................................................................14
S.W.O.T. Analysis:............................................................................................................................14
Porter’s Five Forces.........................................................................................................................17
Recommendations...............................................................................................................................18
Implementation Plan...........................................................................................................................18
Conclusion...........................................................................................................................................19
Figure 1: SWOT Analysis........................................................................................................................8
Figure 2: Balanced Scorecard................................................................................................................9
Figure 3: Balanced Scorecard..............................................................................................................11
Figure 4: Porter's five forces................................................................................................................13
Figure 5: WCA framework...................................................................................................................14
Figure 6: Porter's five forces analysis...................................................................................................18
Figure 7: Gantt chart............................................................................................................................19
Table 1: SWOT Analysis.......................................................................................................................16

List of Abbreviations
ACCC: Australian Competition and Consumer Commission
IT: Information Technology
PPC: Pipe Pacific Cable
SWOT: Strength, Weakness, Opportunities and Threats
TPG: Total Peripherals Group
USA: United States of America
WCA: Work Centred Analysis.

Introduction
These days many organisation and companies are rising into the market and creating a
computing environment. In this environment, customers cannot judge any company on the
basis of its product instead they judge it on the basis of product quality, effectiveness and
efficiency. To process an assessment on an organisation namely TPG Telecom and assessing
its effectiveness and efficiency in the company is introduced in this report.
Firstly this report introduces the background of the organisation that TPG was initialised with
the name Total Peripherals Group and when this whole group came together to create an
individual market, this group was named as TPG Telecom Limited. After that four processes
to judge effectiveness and efficiency are introduced that are; SWOT analysis classifies these
four factors strengths, weaknesses, opportunities, and threats into a well-organized list. To
identify these four factors a brainstorming session is conducted within the industry between
the members and staffs of the company to accurately identify these four factors. Strength and
weakness are the internals of the company. Opportunities and threats are externals that are in
the market. Then the Balanced Scorecard analysis where the name-driven out because of the
strategic measures in it. Mainly the balanced scorecard focuses on the low-level measures and
high-level strategy that completes a balanced scorecard. Its four perspectives are financial
perspective, Customer perspective, Internal Development perspective, Learning & Growth
perspective, the third is Porter’s Five Forces which reveals the competitor strategies and
competitors position in comparison with the company. Five rules are used to create a map of
rivalry among existing competitors. These five forces help to identify the point on which the
company is losing its grip. This may help in understanding the strength of the company
against a current competitor and strength of a company that should be achieved. These five
forces are like Buyer Power, Supplier Power, Threat of substitution, Threat of new entry and
Competitive rivalry. The last is WCA or work centred analysis. Using this analysis process it
can be revealed that what kind of disruption has raised into or brought into the organisation
while the company is introducing new technology. it should be done two times which is once
before the new technology is implemented and once after the new technology is
implemented. It has six parts which are Customer, Product, Business process, Participants,
Information and Technology.
When assessing the assignment on the basis two methods which are SWOT analysis and
second is Porter’s Five Methods, some recommendation is provided into the recommendation

part and using a Gantt chart, in implementation part, it is described that how the
recommendation can be implemented into the TPG Telecom.
Background of the organisation
TPG Telecom has been working in the industry of IT by providing internet connectivity and
many services to the Australian market since 1986. In 1986, TPG was initialised with the
name Total Peripherals Group and when this whole group came together to create an
individual market, this group was named as TPG Telecom Limited and later attain the 2nd
leading position in providing internet services to the Australian market and also it is the
largest virtual mobile system from 2015. Although it is working mainly in Australia still
TPG has an international PPC-1 cable or pipe pacific cable that connects Australia, Guam,
USA and Asia (TPG Telecom Limited, 2018).
TPG Telecom is the group that has been created by using experienced members from
different sectors and completing the business strength of the company with revolutionary
ideas. Also, TPG Telecom states that this company is working mainly in the favour of
customers and providing them with the best effective and efficient facilities at very minimum
cost. The services that are provided by the TPG Telecom to the customers are communication
facilities for government users, residential users or big industries, mobile services, internet
connectivity and many more. TPG Telecom has been awarded in 2018 to provide high speed
of internet connectivity at lower costs according to the reports provided by ACCC.
Extent of Alignment
S.W.O.T. Analysis
This is a very simple but powerful methodology to develop a plan regarding some of the very
necessary points for the company. Here, S.W.O.T. stands for the Strength of the company (a
positive point), the Weakness of the company (a negative point), the Opportunities for the
company (a positive point) and the Threats of the company (a negative point). Strength and
weakness are the internals of the company. The company can change them according to them
like patents, reputation and location while Opportunities and threats are externals that are in
the market, the company cannot change them.
SWOT analysis classifies these four factors strengths, weaknesses, opportunities, and threats
into a well-organized list. To identify these four factors a brainstorming session is conducted

within the industry between the members and staffs of the company to accurately identify
these four factors. For this, each employee or staff or even member is interviewed and asked
some questions regarding these four factors. After the brainstorming process when all the
questions are answered, those points are arranged in a grid two matrix according to acronym
SWOT, where the first column presents Helpful factors and the second column represents
Harmful factors. Also, the first row represents the internals of company and the second row
represents externals of company. Following are the four factors elaborating the question type
in the brainstorming process (Parsons, 2018).
 Strengths
Basically, it defines at what points the company is good at. The question can be like:
 Customer Strengths:
 Why the customers choose the company over its competitors?
 How the customer’s growth is increasing? Is it because of the industry segment,
or promotions, or advertisements?
 Internal Strength:
 What do the company do as very well?
 Do the company have a strong relationship with customers and partners?
 Financial Strength:
 What is the company’s most trusted source for its financial growth? Like
customers, fee structure, any specific product?
 Weaknesses
It is the contrast of strengths. This segment defines at what points the company isn’t
that good. What are the points that should be improved?
 Customer Weakness:
 What are the improvement feedbacks of the customers?
 Is this the company’s specific product, location, strategies or what?
 Internal Weaknesses:
 Do the company have opportunities to progress in project management strategies
while initialling new branches?
 What is the very poor segment of the company? A product, strategy or
communication medium?
 Financial Weaknesses:
 What is the drawback of the company’s financial strategy?

 Opportunities
This point explains where the company see a profitable deal. The growth point of the
company.
 Customer Opportunities:
 How can the company dramatically increase their customers?
 Improving online interface, cross-selling products or any other opportunities that
customer wants to see in the company.
 Internal Opportunities:
 What internal processes need improvement?
 What strategies can develop and increase the growth if they are changed
according to the market?
 Financial Opportunities:
 What are the chances to improve the financial position of the company?
 Does the company want to start Increasing customer retention or locating a new
location?
 Threats
This is basically the harmful points in the market that can harm the company in any
way.
 Customer Threats:
 What the company think is the major concern related to its customers?
 What point can reduce the company’s sale?
 What circumstance can affect a company’s market value or position?
 Internal Threats:
 What are the present points that can harm the company?
 Does the company have a product or plan that is going to release on risk or can
potentially fail?
 Is the company going through an office upgrade?
 Financial Threats:
 What things can affect or decrease the financial position of the company?
 Is it competitors that provide the same product at low cost, a new competitor or
overseas products?

Figure 1: SWOT Analysis
(Source: University of Missouri)
Balanced Scorecard
This is another process of analysing the organisation on the basis of some major perspective
on which a whole company depends. Or it can also be said that the balanced scorecard is
another way to look at the current position of the company and focus on the big goals, aims
and objectives of the company like the balance sheet, efficiency of the organisation, the
effectiveness of the company and other major goals. This analysis also helps them to take the
right decision in favour of the company (QuickScore, 2019).
Many of the companies mainly focus on the financial health of the company where they think
about the perspective of financial growth only and ignore other things like the short and long
term goals. This name of the analysis “balanced scorecard” driven out because of the
strategic measures in it. Mainly the balanced scorecard focuses on the low-level measures and
high-level strategy that completes a balanced scorecard. The measures of the balanced
scorecard are basically defined by the term perspective. The four Perspectives of balanced
scorecard are:
Financial perspective
Customer perspective
Internal Development perspective
Learning & Growth perspective

Figure 2: Balanced Scorecard
(Source: QuickScore, 2019)
Financial perspective
Every company is nowadays concerned about their money. Are they making money, are there
shareholders happy, is the financial health of the company is okay? These all question popups
in a company owner and manager’s mind whenever they think about the financial position of
the company. The financial perspective enlightens this vision for the company. However,
money is the reason behind the growth of the company and solely it depends on the financial
perspective of the company. It is the major focus on the balanced scorecard. Financial
Perspective may include:
Product margins (increasing or decreasing margins)
Efficiencies and cost savings
Sources of revenue (new channels, new products)
Customer perspective

This one mainly concentrates on the services that the company is providing to its customers.
Customer is the main source of income for the company. Any smaller industry starts by
making customers and satisfying them. It may arise question like is a new product is at good
selling? Are the new customers as well as an existing customer satisfied with company
service? The way a company treats its customer impacts on the way of making money and
reputation of the company. Customer perspective includes the following aims:
Customer satisfaction and service(increasing promotion, decreasing waiting time etc. are
examples)
Brand value
Market share(increasing or decreasing shares)
Internal Process perspective
This perspective represents how good and smoothly the process and the company is going.
Are there any hurdles coming up? How rapidly the company can adapt to market changes?
How a company can speed things up? It also motivates the philosophical thought about the
company. Like is the company fulfilling the customers need? At what points the company is
best? The processes that should company add in their an atmosphere to get better. This
perspective might include examples like:
Quality improvement (reducing wastes)
Process improvement (streamlining)
Capacity improvement (boost in company efficiency)
Learning and Growth perspective
This perspective focuses on the overall culture of the company where the company is
demanded to grow in the financial sector, customer’s growth, internal growth, this
perspective works on the development of the company staff’s knowledge and skills
development. Are the people aware of the latest trends? Are the staffs of the company
collaborate and share knowledge with each other? This covers such a broad spectrum and
knowledge of the company atmosphere and performance. This perspective can be classified
into the following components:

Information Capital – IT systems, technology infrastructure, databases and many others.
Human Capital – talent, skill and knowledge(management scores, training effectiveness etc.)
Organisation Capital – Leadership, staff alignment, knowledge and teamwork
Perspective Stacking:
Figure 3: Balanced Scorecard
(Source: QuickScore, 2019)
Porter’s Five Forces
This analysis for the companies is processed for revealing the competitor strategies and
competitors position in comparison with the company. This was developed by Michael E
Porter and he produced or developed five rules to create a map of rivalry among existing
competitors and those rules are now known as the five forces of porter.
This framework helps to analyse the level of competition against other similar industries or
companies. It is very useful for business start-ups or trying into a new sector. These five
forces help to identify the point on which the company is losing its grip. This may help in
understanding the strength of the company against a current competitor and strength of a
company that should be achieved (B2U, 2016). The five forces of porter are described as
follows:

Buyer Power:
This shows the bargaining power of the buyer to drive the prices of the company’s product
down to their demanding rate. This may decrease the margin of the company on that
particular if the overall power of buyer into the market is strong and the company will attain
less benefit. This depends on the following points.
 Buyer’s quantity in that market.
 Individual Buyer importance to the company
 Effect on the company if the buyer switches company.
Supplier Power
This assessment includes the ability of the supplier to drive up the prices for the customer so
that if the customer tries to reduce or decrease the rate of that product then it wouldn’t affect
the margin of the company on that product value. This may include the following points:
 Value of the supplier
 Quantity of the supplier in that market
 How unique the product of the company is?
 Strength and size of the supplier
 Effect of supplier switching
The threat of substitution:
When similar products are available in the market and the supplier increases the price of its
particular product. Due to that increase in price customer switches to the alternative option of
that product, this increases the threat of losing a customer and decreasing the chances of
having a higher profit.
The threat of new entry:
New product or company entry in the market somehow directly affects the existing on-going
industry. This may be due to any kind of superior qualities of the new company like patents,
economy scale, government authorities or anything that might increase the rivals share rate
and drive down the current rate of any particular company.
Competitive rivalry: