Identifying the problems of organisational structures


The purpose of doing this report is to apply our management skills and the understanding of the management theories by means of choosing a business and identifying the problems in it and providing the possible practical solution. The solution has to be implemented in a way that is effective and benefits the organization.


The report is divided into various sections and each section has got sub-sections. Section 1 highlights of the assignment part A, where the problems are identified using the SWOT Analysis and a proposal to search the solution was given.


The method used to carry out the research was by means of interview and information from the website.


By going through the report, one can identify our understanding and applications of the Management theories. The report is designed to provide solution to the identified business problem that can be implemented and benefit the organisation. Problem is in Organisational Structure and it can be managed by training managements and staffs in Management areas and team work styles.

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(Gen-I website and Employee( My Landlord)

About Gen -i

Gen-i is an Australasian company that combines the IT and telecommunications services to provide converged ICT solutions for businesses across New Zealand and Australia. It is a member of the Telecom New Zealand Group which consists of a team of more than 3000 energetic people in 17 locations across New Zealand and Australia.

They have come a long way since the beginning of the year 2004 when Telecom Advanced Solutions, Gen-I and Computer land were brought together under the name Gen-I.

Thus, we have chosen to do our project on the ICT Operations Department.

The Objectives of the Organization

To be the number one ICT service provider in Australasia and

To be the preferred ICT service provider in Australasia.


It is believed that in order to deliver the bold vision and clear mission, a clear, pragmatic set of strategies that balance the near term performance is needed. Their strategies are the foundation of their transformation and each strategy leads to the other, providing a clear path to reach their goals. (Gen-I website and Employee( My Landlord )

SCOPES of Gen-i

Protect and grow the traditional product and service revenues- this is about ensuring that money is kept flowing for future investments.

Deliver operational and financial effectiveness and efficiency- making sure that the cash flow is directed to the most productive use.

Connectivity - Invest in world class infrastructure and capability- the most productive use of the cash flow is by reversing the pattern of the under investment, both in technology and in the products and services.

Develop new wave products and services ( Brand)- with an investment in world class infrastructure and capability, Gen-I have given itself the capability to innovate, both for the customers and for New Zealand.

Enable their people to grow and succeed- by putting themselves at the heart of this transformation; they have the chance to succeed- not just as individuals but as ONE Telecom.

Meet the needs of key external stakeholders- Gen-I's success leads to the success of their stakeholders- their customers, shareholders, the media, the politicians and the NZ public.



Gen-i has a Bureaucratic type of organisational structure since it is part of such a large organisation, Telecom. Telecom's operating model defines how the company is organised. The structure reflects and focuses on customers; which allows them to reach their needs quickly and effectively. They have:

Five customer- facing business units- 4 in New Zealand (Chorus, Telecom Wholesale, Telecom Retail and Gen-i Australasia) and AAPT in Australia.

A Technology and Shared Services (T&SS) business in New Zealand.

A lean Corporate Centre. This can be seen in the model below:

(Gen-I website and Employee( My Landlord )

Gen-i's 3 Layer Organisational Structure

(Gen-I website and Employee( My Landlord)

Client Delivery Functional Accountabilities

ICT Operations Department

(Gen-I website and Employee( My Landlord)


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To find out the existing underlying problems of the business we have used the very important tools of management. These are: SWOT Analysis. This will give a better idea as where Gen-i- is heading and what can happen at present situation.


Well established and is big in terms of staff turnover.

Very skilful people as training is provided to ensure the workers are confident to carry out their duties well.

Provide end-to-end support, that is, customers are considered to be the main priority in terms of getting the best and quality service.

It is an Australasian company. Therefore, they have foot prints in Australia and all over New Zealand.

Customers facing help desk are mostly local, hence Kiwi flavour, ensuring that there is quick turn around on customer requests.

Well structured documented process in place.


Huge overhead and this leads to the problem of:

Budget- increase in the financial expenses since all the help desk are locals.

Managing people since there are many locations all over New Zealand and keeping track of what exactly is taking place in each location is hard, especially in the smaller towns. There is no specific way to check as to what the workers are doing in these small locations.


Well placed in the current market to look after the customers, thus they can expand more and consider having other locations in New Zealand.

Have overhead (help desks) off shore.


Operational separation

Opportunity for more service providers to join the market and create tough competition.

Chances of staff moving to other companies entering the market.

This would require training and re-training.

Competitors could have overhead off shore.

(Gen-I website and Employee( My Landlord )

Due to the operational separation, more companies will be entering the market and provide more competition. Customers usually go for products that are well established in the market. However, since there would be more companies entering the market, there would be more alternatives for customers to switch to other alternatives. At present there are only few competitors providing similar services and in order to prove to be a tough competitor to others Gen-i has entered into goal partnership with their suppliers. However there is threat of new entrants merging with the existing competitors and provide more competition pressures. With more competitors providing the same services, the customers will have the power to drive down the prices and in this regards Gen-i is well placed and prepared to bring their prices down due to the goal partnership with their suppliers.

Their focus is more on providing quality service and not just to compete on prices.


The 2 main suppliers of products and services are CISCO and Nortel, both American companies. Gen-i is in goal partnership with both the companies and no other company in New Zealand have that partnership with them, therefore they do not have much concern about the price from their suppliers.

(Gen-I website and Employee( My Landlord )


PROBLEM: Organisational Structure

Here are some of the other problems with organisational Structure:

Organisational restructure due to operational separation.

Resourcing- high staff turnover leads to increase in budget expenses in terms of salaries and resources used to train and retrain staff.

Managing staff.



In order to find the solutions to the Organisational Structure we will be:

Looking at the organisational system more properly by going through the company manuals, by means of which we will come to have an idea about the company procedures on implementing changes. Manuals should be shown as In-house training. This way staffs will have full verse of the manual with practical.

Interviewing people, staffs with different branches such as feedbacks, appraisal as how Gen-i- can govern its Organisational Structure.

Managers should have a clear communications to pass information to his staffs and get feedback as to how things can be carried out to improve the organisation structure to remain in the competitive market.

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Ghant Chart to reach the proposal.








Training - (Products/ Process)


Training - Technical Skills Advancement


(Gen-I website and Employee ( My Landlord )