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Telkom Integrated Report 2017
Stakeholder group and why they
are important to us
Their interest inTelkom Our response
Employees
– continued
Telkom’s commitment to
employment equity (EE)
transformation – continued
Focused recruitment, especially at senior levels
with a specific preference to the most under-
represented groups (including black women and
people with disabilities) will assist in maintaining
and improvingTelkom’s workforce profile.
Succession management and other talent
development strategies are being aligned to EE
plans and, in particular, the FLDP, whose main
objective is to address the under-representation
of women at senior management levels. There is
continued focus and investment in young talent
development through the implementation of
learnerships and internships for both employed
and unemployed black people. The creation of
a future talent pipeline to address the IT/digital
skills gap includes a significant investment that
Telkom is making to support coding/programming
skills development by partnering with institutions
such as “WeThinkCode” that provide skills for
the youth in this field. Programmes such as the
BYM and now the Future Minds are young talent
pipelines whereby a group of millennials is offered
a one-year internship programme inTelkom. These
graduates, with their unique backgrounds, offer
the business a fresh approach to problem solving,
strategic projects and new business development
prospects. In turn, they have the opportunity to
grow their careers as they work on a variety of
strategic projects across the business and are
mentored by top leadership
Customers
Customers underpin our existence
and drive our reputation and
brand. They provide the market
for our products and services
from which we generate revenue.
Customers guide our product or
service development in terms of
new trends
Poor customer experience
A Workplace Excellence Programme has been
introduced to optimise this end-to-end core
business process and flow to ensure focus
and delivery. This is supported by investment
in staff (training/recognition via Performance
Pays) to equip them better as well as associated
technology enhancements to facilitate better
control and visibility. A few examples are
knowledge management system, speech analytics
application to identify problem and performance
issues, Click to Call, and Q-Buster for customers
visiting stores to speak to experienced call
centre agents
Order installation and fault
resolution times
Telkom is in the process of migrating to a different,
more advanced system which will enhance order
processing capabilities to improve customer
experience through better order orchestration and
visibility in the end-to-end order flow. In parallel
we started with an IT transformation project to
drive the simplification and automation of
core operations
Pricing
Product costing and pricing methodologies are
reviewed in line with technological changes
B-BBEE level and transformation The implementation plan for programmes
is developed to ensure compliance with the
amended ICT Sector Codes and to ensure
meaningful transformation