On 24 March 2010, unifi, the nation's first HSBB service, was launched. unifi is a combination of
Question:
On 24 March 2010, unifi, the nation's first HSBB service, was launched. unifi is a combination of internet, voice and IPTV service (known as HyppTV). By the end of 2012, TM had deployed the HSBB network to 1.377 million premises, on schedule and below budget. Last mile access to homes and businesses is being achieved by fibre-to-the home (FTTH), ethernet-to-thehome (ETTH), and very high-speed digital subscriber line 2 (VDSL2). BT Teleconsult, a UKbased telco consulting firm, has credited the HSBB network roll-out as one of the fastest and lowest cost in the world.
As of June 2015, TM had 2.9 million broadband customers, of whom 51% are on high-speed broadband. The number of unifi subscribers as of June 2015 was close to 782,000, representing a take-up rate of approximately 46%. As at November 2015, HyppTV offered a total of 124 channels with 49 channels in high definition (HD) — consisting of 57 premium channels, 22 free channels, five Radio channels, 15 video on demand (VOD) channels and 25 interactive channels in a variety of packages or via å la carte options.
In 2015, TM had been awarded with phase 2 of the High-Speed Broadband (HSBB2) project as well as the Sub Urban Broadband (SUBB) Project by the Government, to deploy domestic core networks to deliver end-to-end broadband network infrastructure and services. Unifi are one of the slowest ISP in Malaysia, TM misrepresented broadband speeds for its home internet plans. It stated that there are 200 MBPS of upload speed available to customer but in fact there are only 100 MBPS to customer. This is counted as an illegal action by the ISP in Malaysia. Unifi still claim that there are some typos on the promotional banner, but this is not acceptable for the largest ISP in Malaysia.
Available unifi internet plans:
Required
Question 1
The 'flower of service' concept is a visual framework for understanding the supplementary service elements that surround and add value to the core product. Flower of Service is introduced by Christopher Lovelock that distinguishes between facilitating and enhancing supplementary services.
a) Describe the core product of unify.
b) Recommend TWO (2) facilitating services and TWO (2) enhancing services that Unifi can implement to accompany its core service.
Question 2
Differentiate between 'high-contact' and 'low-contact' by identifying a situation customers may experience while using unify services. Are service employees still important in 'low-contact' services? Explain your answer.
Income Tax Fundamentals 2013
ISBN: 9781285586618
31st Edition
Authors: Gerald E. Whittenburg, Martha Altus Buller, Steven L Gill