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Scenario 2: Telecommunications Sector
Scenario Description
"ConnectNow Telecom" is a large telecommunications provider with a significant market share in emerging markets. Known for its affordable internet and mobile services, the company has a large customer base across urban and rural areas. However, as competition intensifies and customer expectations evolve, "ConnectNow" faces new challenges in maintaining its market position.
Data and Context
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Customer Feedback: Surveys show that customers in rural areas are frustrated with inconsistent service quality and frequent network downtimes.
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Technological Advancements: Competitors are rapidly investing in 5G technology, while "ConnectNow" has lagged in its upgrades due to budget constraints.
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Regulatory Scrutiny: National regulators are examining telecom companies for pricing transparency and anti-competitive practices, following complaints about hidden charges and complex billing.
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Environmental Concerns: Environmental activists criticise the industry’s reliance on non-renewable energy sources for data centres and network infrastructure.
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Social Impact: "ConnectNow" has a mandate from the government to improve digital access in underserved communities, but this has strained the company’s resources and profitability.
Questions for Analysis
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Identify Material Issues: From the scenario, identify what you believe are the top material issues for "ConnectNow Telecom." Consider customer satisfaction, regulatory compliance, technological investment, and environmental impact.
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Rate the Issues: Rank the identified issues by their level of importance to the company's sustainability, customer retention, and competitive edge.
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Justify the Ratings: Provide reasoning for your rankings. Why do some issues have a more immediate or severe impact on the company’s success than others?
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