| Summary: | Problem identification is a talent and skill set required in all leaders. The objective of this study is to reveal an improved
research method by integrating mixed-method research combined with problem identification method (using symptoms
versus problems (SVP) framework) for telco service providers. The SVP framework discovers the primary causes to the
decrease in revenue growth rates. Malaysia’s household broadband penetration rate grew from 15.2% (2007) to 67.1%
(2013). Meanwhile, the growth rate for Unifi, offered by Telekom Malaysia (TM), decreased from 104% (2012) to 30%
(2013). Why? There are eight causes, specifically; not prioritizing 4G LTE license; obligating social services to rural
areas; providing 20-30 Mbps wireless broadband packages by the competitors; offering less competitive price; not
covering all zones; offering less favorable service contracts; offering limited packages; and receiving customer
complaints. The sequential methodology process began with semi-structured interviews, analysis of unpublished company
data, customer survey on 164 respondents and field observation which were all summarized into a root-cause analysis tool
called symptoms versus problems framework (SVP). The SVP indicates TM acquired Packed One to overcome HSBB
issues; revamp its strategies to product content offering instead of head-on price war; establishing bureaucracy busting
team, competitors busting teams on product innovation; collaborating with local broadcasting companies; and developing
talent. Interestingly, this study discovers another framework on critical success factors for telco service providers through
development of “House of Pillars for Rapid Growth” of TM in Malaysia.
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