Value Chain Analysis Value chain analysis attempts to understand how a business creates customer value by examining the

contributions of different activities within the business to that value. TM in telecommunication industry value-added services are bringing reliable, speed and more coverage area voice services and broadband to the customer. Primary Activities Primary activities are those involved in physical creation of the product , marketing and transfer to buyer, and after sale support. Inbound logistics Provide unparalleled telecommunications infrastructure throughout the country by providing numerous Malaysian domestic submarine cable system(MDSCS), Fibre-optic network throughout Peninsular Malaysia, building cable landing station and launch satellite. These infrastructures enable TM to offer a comprehensive range of bandwidth services. Operation TM builds earth station to transmit and receive radio waves to establish telecommunication links for voice services. TM also provides last-mile bundling which is to connect the copper cable to each premise. Outbound logisticsSet up TM Point as a one-stop center at which customer can check and apply for new services, or customer cal also opt to apply at TM Online. Marketing and sales TM offers different packages for its products and services to suit all customers need. The firm organize nationwide events such as Karnival TM and Streamyx Carnival to create awareness, promote and sell TM product and services. Service TM provide technical team for products installation, maintenance and repair, and technical assistance to buyers. TM launched Single Number Access(SNA) service-100

for inquiries about products and services, fault reporting, payments, billing and to speak to a customer representative. TM set objective, First Call Resolution (FCR) on it Customer Service Department, meaning being able to solve customers complaints without them having to make more than one call Through the primary activities, customer values are added as the firm differentiates itself by providing wired internet connectivity to the customers and so it had 100% nationwide coverage. It enables customer to enjoy reliable and stable telecommunication from anywhere in Malaysia. TM objective of FCR creates customer value by solving their problems efficiently. Supporting Activities General Administration Telekom Malaysia Bhd (TM) abides by the Malaysian Code on Corporate Governance and the Green Book on GLC High Performance. These collective measures helps to ensure that TMs internal controls on the management are in place so as to facilitate in efficiency and transparency of the corporation. The overall performance of the Board is evaluated annually.

Human Resource Management Telekom Malaysia Berhad (TM) gives priority to knowledge-based workers. As most of the firm is computerized, TM requires the expertise of skilled workers to handle the technical challenges of the operation. TM retains talent in its firm by constantly improving the skills of its workers through the education arm of TM. In line with the companys One Company Mindset, the firm prepares their workers with sufficient knowledge in line with the upcoming rollout of HSBB.

Research, Technology, and Systems Development Telekom Malaysia Berhad (TM) stays ahead of others by having a lead in technology advancements. The lead is achieved by having a research and development arm of the

group, Telekom Malaysia Research & Development (TM R&D). TM R&D has developed its solution of Fiber-to-the-home (FTTH) technology which will be implemented in HSBB project.

Procurement The raw materials sourced must be of high quality and built up to the standard that is required by Telekom Malaysia (TM) in order for the materials to be reliable for large scale deployment over the whole country. 80% of TMs fiber optics requirements are sourced from Opcom Holdings Bhd (OHB), a company which specializes in fiber optics cable manufacturing. The supporting activities assist the firm as a whole by providing infrastructure or inputs that allow primary activities to take place on ongoing basis. Customer value are added in these activities as the customers needs are met quickly, ability of TM to distinguish its products from others, the firms emphasis on quality materials procured and the good team of management to oversee the planning of cost for product.

Phn tch chu i gi tr Phn tch chu i gi tr c g ng hi u lm th no m t doanh nghi p t o ra gi tr khch hng b ng cch ki m tra vi c ng gp c a ho t ng khc nhau trong doanh nghi p v i gi tr . TM trong d ch v gia t ng vi n thng ngnh cng nghi p gi tr mang l i ng tin c y, t c v nhi u h n n avng ph sng d ch v tho i v b ng thng r ng cho khch hng. Ti u ho t ng Cc ho t ng chnh l nh ng ng i tham gia trong vi c t o ra v t l c a vi c ti p th , s n ph m v chuy n giao cho ng i mua, v h tr sau bn hng. Du l ch trong n c h u c n Cung c p c s h t ng vi n thng ch a t ng c trong c n c cung c p nhi u Malaysia trong n c h th ng cp tu ng m (MDSCS), s i quang m ng l i trn ton bn o Malaysia, nh ga v kh i ng xy d ng cp ch v tinh. Nh ng c s h t ng cho php TM cung c p y b ng thng d ch v .

Ho t ng TM xy d ng tr m m t t truy n v nh n sng v tuy n thi t l p vi n thng lin k t cho cc d ch v tho i. TM c ng cung c p d m cu i cng bundling l k t n i cp ng m i ti n . Tour qu c t h u c nThi t l p i m TM l m t trung tm m t c a m t i khch hng c th ki m tra v p d ng cho m i d ch v , ho c khch hng cal c ng l a ch n p d ng t i TM Online. Ti p th v bn hng TM cung c p cc gi khc nhau cho cc s n ph m v d ch v c a mnh cho ph h p v i nhu c u c a khch hng. Cc cng ty t ch c s ki n trn ton qu c nh Karnival TM v Streamyx Carnival t o ra nng cao nh n th c, qu ng b v bn s n ph m v d ch v TM. D ch v TM cung c p i ng k thu t cho cc s n ph m b o d ng, l p t v s a ch a, v h tr k thu t cho ng i mua. TM ra m t S truy c p n (SNA) d ch v -100 yu c u v s n ph m v d ch v , bo co l i, thanh ton, thanh ton v ni chuy n m t i di n khch hng. TM thi t l p m c tiu, Ngh quy t cu c g i u tin (FCR) trn . D ch v khch hng, c ngh a l vi c c th gi i quy t khi u n i c a khch hng m khng c n ph i lm nhi u h n m t cu c g i. Thng qua cc ho t ng chnh, cc gi tr c a khch hng c thm vo nh l cng ty phn bi t b ng cch cung c p k t n i internet c dy cho khch hng v do n c 100% trn ph m vi ton qu c b o hi m. N cho php khch hng th ng th c vi n thng ng tin c y v n nh t b t c n i no Malaysia. TM M c tiu c a FCR t o ra gi tr khch hng b ng cch gi i quy t c a h v n hi u qu . H tr ho t ng T ng qu n l Telekom Malaysia Bhd (TM) tun th lu t v qu n tr doanh nghi p Malaysia Sch Xanh v Hi u su t cao GLC. Nh ng bi n php ny t p gip m b o r ng TM c a ki m sot n i b v qu n l t i ch t o i u ki n thu n l i trong hi u qu v minh b ch c a cng ty. Hi u su t t ng th c a H i ng qu n tr nh gi m i n m. Qu n l ngu n nhn l c Telekom Malaysia Berhad (TM) u tin cho cc cng nhn tri th c. Nh h u h t cng ty my vi tnh, TM yu c u chuyn mn c a ng i lao ng c tay ngh cao x l nh ng thch th c k thu t c a ho t ng ny. TM gi l i ti n ng trong cng ty c a mnh b ng cch lin t c c i thi n cc k n ng c a ng i lao ng thng qua gio d c 'cnh tay' c a TM. Ph h p v i c a cng ty "M t Cng ty T duy", cng ty chu n b cc nhn vin c a mnh v i y ki n th c ph h p v i vi c tri n khai s p t i c a HSBB. Nghin c u, Cng ngh v Pht tri n H th ng Telekom Malaysia Berhad (TM) pha tr c c a ng

i khc b ng cch d n

u trong cng

ngh ti n b . D n u l t c b ng cch c m t nghin c u v pht tri n "cnh tay" c a nhm, Telekom Malaysia Nghin c u & Pht tri n (R & D TM). TM R & D pht tri n gi i php Fiber-to-nh cng ngh (FTTH) s c th c hi n d n HSBB. Mua s m Cc nguyn li u c ngu n g c ph i c ch t l ng cao v xy d ng cc tiu chu n yu c u c a Telekom Malaysia (TM) theo th t cho cc ti li u ng tin c y cho l n tri n khai quy m trong c n c. 80% yu c u v quang h c s i TM c ngu n g c t Opcom Holdings Bhd (OHB), m t cng ty chuyn v s i quang h c s n xu t cp. Cc ho t ng h tr gip cc cng ty nh m t ton th b ng cch cung c p c s h t ng hay u vo cho php ho t ng chnh s di n ra trn c s lin t c. Gi tr khch hng c thm vo trong cc ho t ng ny l nhu c u c a khch hng c p ng m t cch nhanh chng, kh n ng c a TM phn bi t s n ph m t nh ng ng i khc, c a cng ty nh n m nh vo v t li u ch t l ng mua s m v t t i ng qu n l gim st k ho ch chi ph cho s n ph m.