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Posts Tagged ‘telco

I am in the eighth month of a year-long free trial offered by the telco TPG. (Note: This entry was neither sanctioned nor sponsored by TPG.)

In my first reflection, I was disappointed by the lack of signal in below ground areas, i.e., some MRT stations and mall basement levels. My TPG SIM phone would indicate “no signal” while my StarHub SIM phone worked fine.

Last month a study conducted by mobile analytics firm, OpenSignal, revealed that TPG Telecom had slower speeds and poorer signals than Singtel, StarHub, and M1.

The telco responded. This month I discovered that TPG’s reach had improved. I frequent a basement level grocery store about once a week and was able to get a usable signal there.

My reflection is not about what an organisation might do in the face of competition or how they should respond to bad news. It is about rolling out change.

One principle of change is:

Doing things differently does not always mean doing things better. But doing things better always means doing things differently. -- Hank McKinnell

TPG made waves when it first announced that it would provide free two-year plans for seniors and then also offered a year-long free trial to all others. The first move does social good; the second helps capture a user base. The moves are examples of doing better by being different.

However, mobile calls are still only available on voice over LTE (VoLTE) enabled devices. This limits voice calls to some phones by Huawei, Oppo, and Samsung.

According to TPG’s general manager, Apple has “refused to add the telco’s settings to its carrier settings.” This excludes upwards of 40% of the mobile phone users. Doing things differently does not mean this results in doing things better.

We might find many other examples of this change principle in action if we bother to look. But will we bother to learn? Or will we needlessly make the same mistakes?


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