An evaluation of the critical success factor for the adoption and utilization of ICTs to attain sustainable competitive advantage in Zimbabwe's hypercompetitive telecommunications industry : the case of TEL-ONE (PVT) LTD (2009 - 2012)

Abstract

Telecommunication markets are complex and require a wide range of skills from users who access the networks, engineers who maintain them and policy makers who regulate, not to mention that high capacity IP networks are bound to have limited use in economies where users lack basic ICT knowledge. Thus knowledge management among other factors could be a critical success factor in the adoption and use of ICTs in a hyper-competitive environment. This dissertation principally sort to evaluate Critical Success Factors needed for the adoption and use of ICT’s in the Hyper-competitive Telecoms Industry in Zimbabwe in general, and the case of Tel●One in particular [2009 – 2012]. The emergent perspectives from this research would be used to recommend new strategies, policies systems and technology to Tel●One in order to achieve competitiveness in the Hyper – Competitive Telecoms Industry in Zimbabwe. The case study method is used to carry out research. Having proven the proposition that companies with little or no innovation compete poorly in the hyper competitive telecommunications sector, future research is recommended to establish the business impact of the ERP system in use at Tel●One and the associated cost savings through integration of all business processes, notwithstanding the evaluation of business models in use at Tel●One to cope with hyper competition.

To this end the research sort answers to the following chronic problems at Tel●One, namely, revenue collection, and the inability to cope with hyper-competition,