Running Head: Omantel Corporate Social Responsibility

Omantel CSR

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Omantel Corporate Social Responsibility

Table of Contents
Introduction......................................................................................................................................3
Background of the Organization..................................................................................................3
Objectives.....................................................................................................................................4
Corporate Social Responsibility......................................................................................................4
Analysis of the Corporate Strategy..............................................................................................4
Analysis of Omantel Practices in Promoting CSR.......................................................................4
Corporate Social Responsibility (CSR).......................................................................................5
Corporate Sustainability...............................................................................................................5
Business Ethics................................................................................................................................6
Corporate......................................................................................................................................6
Analysis of the business practices in relation to business ethics.....................................................7
Putting Our Customers First........................................................................................................7
Our Workforce..............................................................................................................................7
Engaging Our Employees............................................................................................................8
Health and Safety.........................................................................................................................8
Caring About the Environment....................................................................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................10

Omantel Corporate Social Responsibility

Omantel CSR
Introduction
Background of the Organization
Omantel is a company that is providing telecom operator services of internet and mobile internet
to the residential, the governmental organizations and the corporate customers in Oman. Omantel
is the first and primary telecom and internet service provider of Oman. There are a few number
of internet service providers in the country and Omantel is one of them. For the three decades,
this company is number one in its field and is being controlled by the government, but recently,
the company is being privatized. Out of the total shares of the company, the public sector is
owning 30% of the shares while the rest of the 70% is still owned by the government of Oman.
There are some objectives that are set by the company out of which the utmost objective is to
maintain the existing customers while serving the new customers, as the company is related to
IT, so there is a regular growth of customers of Omantel. In order to serve the day by day
increasing number of customers, the company is engaged in innovating its technology by using
the High-tech machinery and equipment to give flawless internet service to its customers across
the country (Amersham, 2003). There have been a number of processes involved that are related
to the restructuring of the company, and the management style that has been adopted by the
company is customer focused, by reorienting the management to better serve the clients. Another
practice that the company is doing in order to receive customer satisfaction is through online
portals that the company has maintained for quick solutions of customer query. The employees in
these departments gives a prompt response to any type of query the client is having. There are
flexible payment methods made by the company while the operating hours for the company have
been increased in order to serve the clients more rapidly and on time. The total number of
branches across Oman is 40 across Sultanate, the company has been reaching its customers with
dedication (Barkawi, 2005).

Omantel Corporate Social Responsibility

Objectives
The main objective of this study is to demonstrate a systematic understanding of the modern
developments in the management of business, justification of the recommended alternatives to
the management of Omantel and the demonstration of international standards which will lead to
the values and norms, sustainability and the business ethics of Omantel in a global context.
Corporate Social Responsibility
Analysis of the Corporate Strategy
By the year 2015, there has been embarked a new corporate level strategy by the company. The
aim of the strategy is to achieve the innovation with gaining the excellence in the operations of
the company while continuing the role of the market leader in Oman. The company is always
found ready to bring services to the customers at affordable prices while enhancing the
experience of the clientele and building the brand at continuous basis. The targets of the
company is to explore new markets and regions and make new services available to the
customers in response to the competitors and the diversification of the investment portfolio. The
main aim of the company is to maximize stakeholder value and the shareholders returns and
adopting the sustainable growth in the company (Baue, 2000).
Analysis of Omantel Practices in Promoting CSR
There has been a multitude of stakeholders by the company who are engaged with the company
on daily basis which includes employees, the regulators, industry peers and the customers who
are the top most priority of the business. The company is using CSR in a number of different
manners like the aim of the company which is to let know any issue that are in relation to the
stakeholders are given equal importance as the clients. Another objective in relation to the CSR
of Omantel is to align the values of the company with the stakeholders so that the business
practices are running smoothly with the objectives of the business (Business for Social
Responsibility, 2007).
A fine stakeholder map has also been urbanized which is detailed and which helps to understand
the problems or issues that are of importance to the stakeholder and thats how the company is
engaged to solve them.

Omantel Corporate Social Responsibility

Corporate Social Responsibility according to Freemans Principles

This term can be easily understood as the corporate social responsibility that the company has
maintained in accordance with the employees, customers and the stakeholders which are directly
linked with the goals of the company. This also includes some of the obligations that the
company is having in relation to the community more particularly with the environmental
stewardship and the charitable activities that Omantel is doing, which is also helpful in building
the positive image of the company. Sometimes the social or the corporate responsibility has been
described in terms of the tactic or a contract with the community or the business, where there is a
special type of permission that is granted to the company in order to give jobs to the local
residents in jurisdiction to the laws of the country. In this case, the company Omantel is best in
the business, as the company is giving more importance to the local residents in relation to the
job hiring. Moreover, there is an expectation of the community to the company that it will
preserve the environmental factors under which it is working. This is also held carefully by the
company as the company is using sustainable energy to help the viable growth of the company
by the use of latest and the state-of-the-art equipment which are environmental friendly and are
enhancing the environment (Calpine, 2004).
The business which is socially responsible is being discussed by Markus (2011) that the
company or a business which is responsible socially strengthen the environment and the
employees who are working within the culture of the company. The business practices which are
responsible are not only liable for the employees working in the organization or the customers
with whom they are dealing, but also the natural environment, while helping in order to
encourage the opportunities and the quality of life by making investment in the business as well
as the people with whom they are working.
Corporate Sustainability
The corporate sustainability has been defined as the alignment of the services and the products
that are being offered by Omantel in perspective of the stakeholders of Omantel and meeting
their expectations. This can be achieved easily by the use of social, environmental and economic
values to the culture and the organization. Omantel is using these in order to be the number one
in corporate sustainability by the implementation of the best practices within the firm that
enables to boost the motivational level of the employees and by implementing the sustainable

Omantel Corporate Social Responsibility

environment within the organization or its outside units where the main objective or the aim
could be to satisfy the customers (ChevronTexaco, 2006).
In order to satisfy the stakeholders of the company there are different reward practices that are
being followed by the company which includes providing protection in relation to the
environment and the lesser costs that are to be offered to the stakeholders, which will eventually
increase the profitability of the stakeholder which will satisfy them.
Business Ethics
The term business ethics is derived from applied ethics, in which the main aim is to develop a
sense in which the business practices are to be made ethically in relation to the employees, the
stakeholders, suppliers and the customers with whom the company is directly getting linked
with. as the single word ethics does not have a clear meaning, so in order to explain the term
business ethics, there are different definitions that are made by different organizations and even
some call it with other names like responsible business conduct, business practices or the
business integrity (Cisco Systems Inc., 2004).
Corporate Governance
The term can be defined as the combination of a number of practices and policies that the board
of directors, the executive managers and the stockholders are using in order to manage all the
responsibilities that are held upon the stakeholders and other investors. Over the past few years,
the concept of corporate governance is the main theme in order to increase the scrutiny and the
attention of the stakeholder. With the help of these concerns, there have been given a rise to the
movement of shareholders. Activists of the shareholders which are primarily composed of funds
costing to multibillion dollars, socially and religiously responsible groups and some of the other
investors who are institutional in nature, are adopting different tactics in order to influence the
corporate governance standards and improve the board behavior (CSR divides politicians, 2005).

Omantel Corporate Social Responsibility

Analysis of the business practices in relation to business ethics

Putting Our Customers First
The corporate strategy of Omantel is aligned in between the customers so that the satisfaction is
completely ensured. The company has been innovating in different ways to interact with the
customers through innovating different means which will increase their responsiveness. There
have been a number of different surveys that have been conducted by Omantel both internally
and externally which helps the company to get different feedbacks from the customers, this
allows the company to improve in those areas where there is a lacking. There have been an
online assessment form available through which the customers can log in and give their reviews
about the services they are getting from the company, this program had been inaugurated in the
year 2013. Throughout the year there have been internal survey conducted by the team that is
assigned to get feedback from the customers to help improve the experience of their services.
Another method through which the company assists the customer experience is through
contacting third-party contractors who are assigned to get feedback from the customers about the
quality of the service that is being provided by the company. This customer satisfaction survey
was conducted in the year 2013. The score that the company got were higher as compared to
many of the regional and global bench mark averages (Davies, 2001).
Our Workforce
There have been 2,765 employees by the end of 2014 across the 67 offices and outlets.
Moreover, the company has hired more than 350 trainers who are focused on providing the
training and development to the new and the existing employees. Also, the company sends its
employees to other countries like Jordan and Kuwait for the training purpose. By the year 2014,
the employees of Omantel received a total of 100,000 hours of different programs of training and
development.
The main focus of the company is to give individual training programs for better understanding
of the vision, mission and the objectives of Omantel. For each employee, there are more than
5000 opportunities of learning and development through different programs that are offered by
the company like project specific training, conferences, awareness programs, seminars and
different workshops. Furthermore, the company also gives sponsorship to those eligible
employees who wish to study. In 2013, the company sent 23 employees to continue their higher

Omantel Corporate Social Responsibility

education from reputed universities. The employees who are working with the company also
receives special performance appraisals in order to motivate them (Delaney, 2002).
Engaging Our Employees
The company believes that if there is an environment of engaged workforce, this will attract the
new talent to join the company and the old employees will retain. This will give a positive sign to
the existing and new employees and to develop an environment of competitive advantage. There
is a series of a variety of programs throughout the year in order to get the engagement of
employees towards the company, this also allows the company to showcase their existing talent
in a unique manner (Dworkin, 2005).
Health and Safety
At Omantel, the most important factor of consideration for the company is the health and safety
of the employees. All the employees who are engaged in any manner with the company are to
comply with the companys rules of medical safety of Omantel. It is the requirement by the
company that each individual employee has to sign the contract of ISO 27001 certification.
In the year 2014, there has been a medical case of an employee who slipped while walking over
the mountain, after the incident the employee was given complete medication on the expense of
the company and there have been made alteration in the policy of the company for the engineers
who are working under such conditions where there is a fear of injury. This was the only case
that has been reported in the history of the operation of the company. There is also investment
made on the safety equipment of the staff for their safety (Hewlett-Packard Company, 2005).
Caring About the Environment
The company understands the importance of reduced emission to the environment, and for that
reason there are number of different strategies that are set by the company for the safety of the
environment. The company is continuously improving in the field of technology as Omantel
understands that it is very important for the efficiency of the business practices and the climate
change control.
The company is continuously focusing on the implementation of energy efficient ways through
which the safety of environment can be ensured. This includes ensuring the safety of emission of
radio frequency, while sourcing materials that are environmental friendly, while reducing the

Omantel Corporate Social Responsibility

impact with the help of latest technology. The company is not manufacturing any sort of devices,
instead, Omantel is a network service provider, so the company has concerns about the devices
they are using and implementing and the impact of those devices on the environment and on the
network infrastructure (More, 2003).
Conclusion
In this report, the analysis of the organizational practices have been discussed which are
promoting the corporate social responsibility in relation to the freemans principles of CSR.
Moreover, the practices in relation to the business ethics with the stakeholders have also been
discussed. The company has 30% of its shares that are owned by the public while the rest of 70%
shares are owned by the government. The results shows that the company is engaged in
continuous innovation of the technology that it is using, while improving the ways through
which the company can make communication with the customers in order to increase the
organizational effectiveness and the customers experience. Moreover, there have been found
some limitations in the services that are being provided by the company in the Omantel outlets in
the lead time. It has also been observed that the company has a very strong health and safety
compliance, each individual employee has to go through the procedure of the company in
relation to the health and safety regulations to get hired by the company. The company is
following the policy in which the customers are ranked first in priority given because the
company believes that the employees are the most integral part of Omantel, in this manner the
company is engaged in satisfying the customers and developing strategies through which they
can achieve the customer satisfaction.

Omantel Corporate Social Responsibility

10

References

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LLC, CA, USA.
Calpine, X., 2004. Company Profile on Calpine. Thomson Reuters.
ChevronTexaco, 2006. ChevronTexaco Corporate Responsibility Report Integrity and learning.
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Cisco Systems Inc., 2004. Quiet Adecco sends shock waves.
CSR divides politicians, 2005. Ethical Performance. Dunstans Publishing Ltd. Canterbury, Kent
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Davies, O., 2001. Corporate governance evolving fast in European companies.
Delaney, A., 2002. Parmalat Spurs Call for Reform in Business. The Washington Post. USA.
Dworkin, T., Miceli, M. P., Near J. P., 2005. Blowing the Whistle: The Organizational and Legal
Implications. Lexington Books, Business & Economics.
Hewlett-Packard Company, 2005. Global Citizenship Report.
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London, UK