1. Becoming A Leading Service Provider – The Challenge of the Future
Dr. Nasser Marafih
CEO
Qatar Telecom (Qtel)
ATIF May 2004

2. What do you want to be known for?
Price
Quality of Service
Innovative Products

3. Qtel’s Vision
To be the leading telecom service provider in the region providing quality service
Driven by:
Customers needs.
People (Employees).

4. x Transformation Drivers Why Transform Qtel Key Motivator
Burning Platform
Visionary Leadership
Qtel x
Key Motivator
Fear
Desire
Qtel is transforming through the desire of its leaders,
Transformation is bigger than just change

5. Key Transformation Requirements
Must involve a change in culture
Commitment from the top
Driven by people with a vision
Enabled by technology and good old fashioned management
Communication
Focus on delivery
Transforming an organisation takes years not months

6. Qtel’s transformation program
Major Themes
Focusing on people
Putting customers first
Becoming competitive
Creating efficiency
Capturing growth
Driving Business Technology

7. The Qturn program has been split into 3 main phases reflecting the journey to become a leading service provider
Building The Foundation
Focusing on people
Putting customer’s first
Capturing growth
Accelerating Change
Putting customer’s first
Capturing Growth
Creating Efficiency
Driving Business Technology
Focusing on people
Being The Best
2006 and beyond
Putting customers first
Becoming competitive

8. Qtel has come a long way since it has started its transformation
Highlights of Successes
Focusing on people
- New organisation structure
- New training program
- New performance management system
Service levels significantly improved
Share price growth has continued to grow strongly
Putting Customers first
- Customer satisfaction increased
- New Centers opened
- Major improvement in customer interface processes
Driving Growth
-Multiple wireless products launched
- Broad band back bone completed
- Regional growth team formed.

9. Is it a Vision or an Illusion - Parting Thoughts On Transformations
The 4 key questions to ask
1. Do you have the right talent base?
2. How focused & committed is your leadership?
3. How do you know that you are addressing the right issues?
4. How are you ensuring delivery

10. The journey continues …….