Q1 MTN Business Newspaper

MTN BUSINESS KENYA Q1 NEWS

2017

Q 1 INTERNAL UPDATES

MTN BUSINESS KENYA

1/1/2017
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From the MD’s desk…

I wish to extend a warm welcome back to work for the New Year 2017. I hope that you all
had a good break, and are ready for another very productive, significant and challenging
year ahead but yet full of excitement. Let me also convey my sincere thanks to all of you for
2017 results which we will share in detail during our upcoming kick off. The past 12 months
have been marked by noteworthy achievements. As we reflect on 2016 financial year,
I believe that we have many reasons to be satisfied with our accomplishments, I’m proud to
be called your colleague.
It is important to reiterate that 2017 is a crucial year for MTN Business Kenya, I expect that
all of our work this year should more substantially, than ever before, reflect and promote
MTN values, goals and aspirations, especially our determination to go beyond from good to
excellent.
You are a diverse group of leaders, innovators, achievers and advocates of MTN, and I look
forward to a great year in 2017. I wish you a positive and productive 2017.
In the words of Zig Ziglar “You don’t build a business, you build people, and then people build
the business.” This is what Kick- Off 2017 is all about. Are you Ready?????

The announcement of the MTN Group annual results couple of weeks ago demonstrated the
very challenging financial conditions that we experienced last year as a company. Despite a
very promising second half of the year, that saw the organization rebound to strong
performance, the challenges in the first half of the year outweighed the strong performance.

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Similarly, MTN Business Kenya did not achieve the overall targets for the year 2016. We,
however, appreciate the effort that employees put in during 2016.
In 2016, we embarked on a people transformation initiative, which saw us bring in new staff
in various roles. This initiative is meant to help optimize our operations and position MTN
Business Kenya to participate in a rapidly evolving sector most favorably. We need to
continue creating a path to improve the quality and effectiveness of our processes and
ensure there is the right balance between performance and the health of our organization
Decision on Bonus
For the company to declare a performance bonus, we need to achieve a minimum of 90%
("kick in point").
Unfortunately, MTN Business Kenya did not achieve the kick-in point aggregate of 90% for
Revenue, EBIDTA & Managed Cash flow.
This means, that MTN Business Kenya is not in a position to declare a bonus from 2016
financial year.
See results of our performance below.

However, in terms of the revised incentive scheme are currently in force, where if a bonus
has not been declared, employees at Level 1 and 2 will receive a bonus but below on-target
subject to an employees’ IPF score of 2 or more. For Level 1 and Level 2 employees this
amount will be payable in March 2017. If you have any questions, please do not hesitate to
contact HR Manager or myself for clarity

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• “Quality Service is our main goal” MTN Business Kenya is committed to providing quality

business communication services that are customer focused, efficient, safe, and timely.
All MTN Business Kenya services are carried out as per customers’ requirements.
• To achieve our goals, we at MTN Business Kenya ensure:
• That all staff are qualified and are continuously trained on the job with full commitment
to quality standards.
• Staff motivation is maintained through team spirit, provision of relevant training,
coaching and providing an enabling working environment with suitable working facilities.
• Emphasis on understanding the current and future requirements of our customers (both
internal and external) and that MTN Business consistently meets these customer
requirements and continuously improve with the aim of exceeding the customer's
expectations
• A system exists in MTN Business for establishing and reviewing quality objectives at all
functions and levels
• This Quality Policy is effectively communicated in the entire organization, and is
adequately understood by all the staff of MTN Business
• A documented quality system modeled on the requirements of ISO 9001:2015 standard is
consistently deployed, implemented, maintained, and continuously improved to deliver
value to our business.
• Both the management and staff of MTN Business Kenya are committed to the
implementation of
• This quality policy and will periodically be reviewing this policy for its continued
suitability.

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From the HR Desk…

As we kick-off 2017, it is time to conclude the 2016 final performance reviews and compile
performance contracts for the New Year.
Below are the critical milestones that need to be completed in the next few days:
The final performance review process assists managers and employees determine how each
employee has performed during the financial year. It is critical that both line managers and
employees commit to this process.
The moderation is aimed at aligning the individual and team performance ratings/scores to
the overall performance of MTN Business Kenya. It also enables us to harmonize
performance ratings across the organisation.
In preparation for the 2017 performance management cycle, the following processes will
need to take place:
The deadline for the completion of the final performance appraisal is Tuesday, 31st January
2017. Please note that no extensions will be granted, as there are other processes that are
dependent on the completion of the final performance process. Should you have any
queries, please contact Clifford or myself.

Final Performance Review Instructions:
Once you have completed your performance discussion with your line manager and
allocated scores to your objectives, please capture them on the Oracle system (see detailed
instructions below).
How to capture your score

· Access your previously loaded IPF contract on the Oracle system.

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· Change the “Appraisal status” from Contracting & Agreement to Final Review.

· Delete next appraisal date.

· Load your agreed scores in the relevant spaces.

· Click “share with main appraiser” and submit (your IPF contract will be

transferred to your line manager).

Line Manager Process:

· Access Manager Self-Service to view your direct reports’ appraisals.

· Click on the highlighted pencil to view the appraisal.

· Click on “Give final rating”

· You will be asked if you want to finalise appraisal: click on ‘YES’ if you are

comfortable allocated scores.

· Submit.

If you are not ready to finalize the appraisal, and require the employee to make changes,
click “update appraisal” to transfer the appraisal back to the employee. Line managers must
ALWAYS click on “update appraisal” before transferring appraisals to their direct reports, to
allow them to update scores or make changes to the appraisals

Process Responsible Person (s) Completion Date
1. Final
· Employees and Line st
Performance
Review 31 January 2017

2. Moderation Managers

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4 February 2017

· Managing Director and
Management team

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During the performance contracting discussion with your HOD, you need to ensure that Key
Performance Areas (KPAs) and Key Performance Indicators (KPIs) are SMART i.e. :

•Specific: clearly defined KPAs and KPIs that are not vague and general
•Measurable: define specific quantity, quality and cost for each KPI
•Attainable: goals that are with stretch, but within reason
•Realistic: goals that are relevant to the strategy, level of work and role
•Time-bound: assign deadlines/timelines

The Insurance cover changed from Xplico Insurance to Trident Insurance because of the
numerous issues Xplico is experiencing.

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Renewal /New Membership run from 1 March 2017 – 28 February 2018 and the
maximum age cover is 75.
The product is developed for both In and Out patient, so one has to take both benefits.

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From the SALES Desk…

We have come to the end of Quarter one and as we continue growing our
market share MTN Business 2017 four strategic goals are

· Profitable Growth through driving profitable revenue growth
· Customer Centricity by creating a step change in customer experience
· Employee Engagement by Improving staff engagement and capabilities
· Sustainability – by setting the business up for long term sustainability
We continue to focus on our three pillars

· Revenue Growth
· Operating Margin
· Asset Efficiency
To effectively achieve on our strategy, the following segments have been
prioritized based on their overall performance and projected growth and needs
for enterprise solutions and prioritization of segments will facilitate effective
tailoring of products, solutions, and services by MTN to maximize customer
experience, improve efficiency and maximize revenues.
· Corporates: -Banks and Microfinance Institutions, Insurance companies,
and large institutions in the Manufacturing, Oil and Gas sector,
Transport & Storage, and Hospitality (Hotels and Suppliers) sector.
· SMEs: - SMEs in the Agriculture, Education, and Transport sector,
Financial SACCOs and the top 100 SMEs.
· Public Sector: - Government bodies and Authorities.
· Wholesale

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As we continue moving our business to the next level we now have a Corporate
Account Manager - FSI to grow and deepen our wallet share in the market.
“Customers don’t expect you to be perfect. They DO expect you to fix things
when they go wrong”..
“The most important thing in communication is hearing what isn’t said” – Peter
Drucker

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From the Marketing Desk…

Last year we engaged our customers and the target customers with the aim of knowing our
2016 NPS. The Net Promoter Score as per Q4, 2016 indicated that we needed to improve on:

- Consistent improved customer care
- Relevant products and proper communication of our products
- Relook at the communication strategy to ensure proper messaging
- Explore Competitors weak points and use it as our value proposition - "value for
money"
This information lead to our Q1 strategy that included targeted messaging about our Cloud
Solutions to our target market across Facebook, Twitter and LinkedIn.
Using these platforms, we have been running a campaign on our Cloud Solutions on
targeting Male/Females, ages 25-65+ in Mombasa, Nairobi & Kisumu interested in Business,
Entrepreneurship, Finance, Leadership, Wealth, Loans, Technology, Employers' organization
or Management.
In 3 weeks, by end of January, we saw a 13,124.3% increase in total engagements from the
previous month showing that people are reacting positively to the campaign. On Facebook,
we had 116,919 total impressions, 15,208 post engagements and 502 link clicks to our
website.
This positive results has led us to create a landing page for each of our posts that will help us
collect as much information from our audience to start engaging them in order to turn the
leads into deals.
Check out the link to our landing page and let us know your thoughts.
http://mtn.cyrnewmedia.net/
Let’s share our posts and reach an even greater audience. Social media is a powerful
platform to showcase our products and solutions and create thought leadership in our
market. Your support on this will go a long way to produce even greater results.

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From the Service Delivery Desk…

Welcome to the Service Delivery Post. As we come to the end of Quarter one, these are our
key highlights:-
We have billed over 80% of the SOV in CIT; key projects billed (over Kes.1 million):-
Co-op Bank – Cisco switches
D.T.Dobie – VoIP equipment
BroadReach – Internet, MPLS and VoIP solution
Between January and February we handled and closed 222 customer tickets, 55 customer
sites; we billed 26 projects, implemented 13 POC projects and conducted 334 site surveys
(290 – IEBC). Two of our engineers became AA certified this month. We have a functional,
technical lab in Nairobi with a Cisco router, desktop PC, Cyberoam and a switch mounted in
a cabinet. All techies are encouraged to use the facility for R & D - it is the only way we will
‘lead in the delivery of a bold, new digital world’. Mombasa’s lab is also operational;
Kisumu’s is coming soon…
Musa went to MTN Ghana in January to close on projects for Orange. One has been billed,
two have been completed and now being tested.
We have introduced a new Incident Management Process. This will ensure consistency in
handling tickets.
We are in the process of procuring a smart phone for sending bulk messages to our
customers in case our main IP line is down.
Service Review schedule for customer meetings for the year is ready and the meetings are
already happening.

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SD CSR – in January we raised and sent financial support to an Action-Aid backed
programme in Pokot that takes care of girls who have run away from their homes because
of FGM.
Our Core Network refresh project has kicked-off. The new equipment has been configured
and we are now in the process of migrating services to the new equipment, starting with our
secondary POP at Rahimtullah Towers. The migration exercise will be done at night on the
weekends. Maintenance notifications to the affected customers will be sent out five days
before as some of these will be service affecting. We have a team that will ensure all
services are back to normal before the close of the maintenance window. We look forward
to your support as we upgrade our network to ensure a better service experience for you,
our valued customer.

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From the Finance Desk……

As we embark on the journey to success this year, and as a follow up to my comments at the
January staff kick-off event, I would like to reinforce our commitment to supporting the
business as a Finance organization. As such, I have re-organized the Finance team to better
meet the business needs and be agile, as the demands of our customers, suppliers and staff
evolves daily. Further, the creation of a backup mechanism, when staff are unavailable, will
ensure we maintain a seamless operation

Two of the key focus areas for the team will be:
· support of the Sales force in ensuring our customers feel the impact of One MTN
and
· the constant engagement with our suppliers to ensure we are getting the best deal
in the market for what we procure
· The team has been tasked with ensuring we cleave to each other and embark upon
issues around pricing, profitability, and compliance at source as these continue to
be focus areas as a business.

The team changes take effect immediately but do note that there will be a key transition
period where staff is taking on new roles.

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News from the Technical Desk……..

Below is a summary update from Technical Operations March 2017.
• 5th Floor Datacenter launch scheduled for 30th March 2017.
• Azure Pack platform technical signoff done. Now ready for commercialization.
• MTN KE now compliant on antivirus protection across the Opco.
• Process towards ISO 27001 security certification kicked off.
• Avamar backup solution to be replaced by Comvault, already scoped and ordered,
awaiting delivery.
• Eldoret town now live on MTN fiber.
• Vipingo ridge in Kilifi County live on MTN fiber.
• Kenya VC kit on boarded to the group Telepresence domain enabling video meetings
with group.
• Kenya migration to @mtn.com domain ongoing, Kenya to be finalized after Namibia
and Botswana.
• refresh replacing aged routers ongoing, Rahimtulla to be completed on 31st March,
Parkside 30th May 2017.
• Maintenance performed to stabilize canon house in Mombasa by introduction of
additional inverter. Procurement of right dimensioned standby generators in progress
to include Kisumu.
• MTN KE now connected to Google cache through KIXP improving quality of
experience for

Team
Can we make an effort to be on Skype for business and avoid
unnecessary internal emails to each other please?
Ben & Team can you assist those that are battling to get this productivity
tool to work. When you switch on your machine skype for business
should automatically be activated.
Regards
Ken

ISO 9001:2015
The Quality team invites you for the internal ISO audit scheduled for the 12th of January,
2017 based on the new standard ISO 9001:2015. There is already work in progress to update
all documentation to conform to the requirements of the new standard led by different

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representatives from each department. You are requested to support the process to ensure
we continue being compliant to the best international standards and for continual
improvements we look forward to your cooperation.

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Campaign Flyers

Radio Campaign

Notes No. Insertions

NATIONAL Weekly 5
ENGLISH 6am - 10am (Mon - Fri) 75
CAPITALFM 7am - 8pm (Mon - Fri) 105
Breakfast/Drive Activation 2
Monthly
3 Presenter mentions daily Mon - Fri 6am - 10am (Mon - Fri) 1
3 Spots Mon - Sun 7am - 8pm (Mon - Fri) 60
40
Added Value Interview
3
Feature Sponsorship - Testimonials 45
3 Feature Tags daily Mon - Fri 45
3 Spots Mon - Sun 45

REGIONALS Weekly
MOMBASA 6am - 10am (Mon - Fri)
Bahari FM 10am - 8pm (Mon - Sun)
Breakfast Activation 7am - 8pm (Mon - Sun)

3 Presenter mentions daily Mon - Fri
3 Promos Mon - Sun
3 Spots Mon - Sun

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Data Center Launch

Breakfast Event Attended Guests – 70 – Public Sector, Partners, Customers & Media
Feedback – Very Positive

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Sales Enablement App
The Sales Enablement App has been created to compliment the business catalogue and to
ensure all MTN Business Kenya Staff have correct information on all Services, Products, and
Facts on the same. We also have a fiber bready building map linked with google maps to give

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locations of all Fibre ready in the country. The app will be ready for download on 13 April.
Below are some screen shots.

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Facebook – Overview

Impressions: The number of times any content associated with Tune’s Facebook page was
seen in people’s News Feeds, tickers, or on visits to our Page.
Engagements: Total number of likes, comments, and shares on our posts.
Link Clicks: The number of clicks on links within our content. (In our case, this is links to
the Website)

Audience Growth

February

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March

• Organic Likes – Likes that are gained without media spend
• Paid likes – Those supported by media.
• February was much more stable that January, in terms of audience growth. We

experienced and increase in both organic and paid likes.

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Sample Posts

Top Posts By Engagement

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Detour Golf Challenge

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Revenue Leakage Highlights…

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Yello Armed Forces - Y.A.F

• Remember the MTN soldiers Creed.
• I am MTN.
• I will never accept defeat.
• I will never leave a fallen comrade.
• I GO BEYOND

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PREVIOUS NEWS

TEAM KENYA MEETS FOR KICK-OFF 2017

Team Kenya had their annual kick-off session at
The Panari Hotel in Nairobi on the 20th January
2017.

The Managing Director Kennedy Chinganya in his opening remarks outlined the 2017
strategic objectives which include; creating and managing stakeholder value; Creating a
Distinct Customer Experience; Driving Sustainable Growth; Transforming Operating Model;
Innovation and Best Practice. Kennedy clearly outlined the role each employee was to play
for these objectives to be realized.
He also explained how the SEA priorities fit into the strategic Objectives.
He also commended the staff for great GCA results which improved by 8% to close on 81%,
and reiterated the need to work on, understand and improve on the dimensions that scored
low.
During the course of the Kick-off, each department presented their roadmaps for 2017
aligned to the strategic objectives.
A guest speaker from Microsoft Kenya was invited for a 45minute slot at the kick off to
explain how the cloud solution provider partnership between Microsoft and MTN Business
Kenya was going to benefit both parties as we aim at making our customers’ lives a whole
lot brighter.
Another guest speaker walked the team through on “How Team Work Drives Success”
At the end of the event, staff who lived the MTN Values and were outstanding performers
were recognized for their efforts and contribution to 2017 results.
Amongst the awards given out was the MD recognition award.

Eva Karumba (L) awarded MD’s Award 2016

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Team Kenya Supports Presidential Digital Talent Program (PDTP) Kenya
MTN Kenya has embraced the Presidential Digital Talent Program (PDTP) by absorbing 4
graduate trainees for 2 months’ internship program. The graduates were randomly selected
from the class of 2016 (cohort 2). This program is run by the Ministry of Information
Communications and Technology (MoICT) through the ICT Authority (ICTA) in partnership
with the Private Sector whose aim is to transform the way ICT is utilized for efficient and
effective service delivery to its citizen as well as creating a globally competitive and
prosperous nation.
The PDTP initiative focuses on two key aspects:
1. Leadership: developing ICT leaders in Government by entrenching them with ICT business
principles for the management of ICT.
2. Technical Internship: training freshly qualified graduates through a year-long internship
program.
The graduates stated that they will use MTN as a platform to network and engage with the
IT Engineers with aim of bridging the gap in technology and find solutions to IT problems in
Kenya.

Graduates on Presidential Digital Talent Program

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MTN Business Kenya Partners with South Africa High Commission to Kenya in Support of
Starehe Girls Centre
MTN Business Kenya partnered with the South African High Commission to Kenya on
Wednesday 15th February, to provide a 1 year scholarship to two bright Starehe Girls Centre
students. This initiative, a first of its kind, saw the school presented with a US $1700 cheque
that will cover the student’s 2017 tuition.
Starehe Girls Centre is a National boarding school that offers secondary education to
financially disadvantaged girls from all Counties of Kenya and caters for all the girls’
academic and social needs. It is also a home for the brightest girls in the country who are
carefully selected.
The Cheque was presented by MTN’s Business Kenya’s MD – Kennedy Chinganya and South
African High Commissioner to Kenya H.E. Koleka Mqulwana, to Chair of the Board of
Trustees at Starehe Girls, and well renowned Philanthropist Dr. Manu Chandaria. During the
presentation, Mr. Chinganya addressed the students and voiced that “The future of the
African economies is in your hands, MTN will continue supporting education as the same
young people are the future industry and sector leaders of tomorrow. If we empower them
now, we empower our tomorrow.”

The students receiving the cheque

MD MTN Business addressing the media

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MTN BUSINESS KENYA BUSINESS LAUNCHES NEW DATA CENTRE
30th March 2017 marked a very important day as MTN Business Kenya during a breakfast
meeting, launched a world class Tier III standard data center. The event was graced by
dignitaries; Eng. Victor Kyalo, Principle Secretary ICT and Innovation in Ministry of ICT Kenya
who was the Chief Guest, Oliver Fortuin MTN Group Head of Business Enterprise, Kunle
Awosika Country Manager Microsoft, current and future customers and the press.
In his remarks, the MD MTN Business Kenya Kennedy Chinganya mentioned that top priority
was to provide customers with superior services which translates to advising customers on
right products that meet their needs, quality of service and he also noted that more data is
driving new requirements for Data Centres. He added that customers will take full
advantage of technology and innovation such as Cloud Computing, Virtualisation and
Convergence. He stated that services are now locally available even SMEs can have a cloud
based accounting solution that is very affordable.
Oliver, in his speech emphasized on the importance of Afro-optimists in Africa, business
strategy in key markets, value of IT to customers' businesses and mature capabilities of MTN
to support and care for African businesses. He also reaffirmed the Group support to Kenya.
Eng. Victor Kyalo said technology is costly, book keeping and skills don’t come by easily, but
with platforms like MTN those problems are long gone. Role of government is to deliver
services to citizens and the technology experts can help government in that area with
proper Service Level Agreements. He officially declared the Data Centre open that was
followed by a ribbon cutting ceremony and a short tour in the Data Centre.

Ribbon cutting of the Data Centre Eng. Kyalo sharing a light moment with Oliver

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Data Centre Facility Continues to Attract Great Publicity in Kenya
Data hosting facility recently launched in Kenya has continued to receive high publicity
weeks after the launch. Among them are the local dailies, online platforms, leading IT
magazine, some invited guests who missed the event continue to visit the facility later. To
compliment the non-monetised publicity, Team Kenya embarked on above the line
campaigns using Out of Home and Radio Advertising.
Coupled with radio ads, MTN is running activations on one of the leading radio stations
where well-known presenters talk about the value prepositions of MTN Cloud Solutions,
MTN Easy Accounting and MTN Fibre. John Muraya, the ICT Solution Architect Manager,
has been in the studio to enlighten the public on MTN’s offerings. A hoarding located at a
strategic site with Cloud message has generated quality inquiries that the team is working
on to convert to revenue. The same campaigns have been extended on digital marketing
which cannot be ignored in this era. The online presence has led to new followers on social
media platforms consequently increasing brand awareness and visibility.
MTN Team continues to innovate new ways of empowering the market with relevant
information on their ICT requirements.

Out of Home campaigns

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Birthday News

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Baby News

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Lets join in congratulating Phyllis on the birth of their baby girl born today 6 January 2017
at Aga Khan Hospital. Mother and Baby are doing fine.
Congratulations Mr. & Mrs. Mwangi on your little bundle of joy.

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Brainy Quotes for Q1…

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