Elisa: Telco leadership excellence – and how to do it

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Elisa has developed a culture and an approach to business that has seen it grow capital value, deliver dividends, keep customers happy, and attract and develop talent. We outline how, and what other telcos can learn based on our in-depth research, including interviews with CEO Veli-Matti Mattila and the wider team.

Description

Format: PDF filePages: 39 pagesCharts: 15Author: Amy Cameron, Kate SpencerPublication Date: March 2020

Table of Contents

  • Executive Summary
    • Key success factors other telcos can emulate
    • Next steps
  • Elisa stands out among telcos
    • Comparing Elisa’s culture with other telcos
    • Is it just a Finnish thing?
  • How Elisa transitioned to a digital operating model
    • A long history of innovation
    • Developing the business case for innovation the Elisa way
    • The shift to a software-defined enterprise
    • A phased approach to turning an idea or opportunity into a business
  • Critical success factors
    • Leadership: Earning shareholders’ trust
    • Vision and strategy: Striving for excellence
    • Culture and practices: Embedding systematic learning
    • An unswerving customer focus
    • Talent strategy: Giving people the autonomy to experiment
    • Partnerships
  • The long-term outlook for Elisa

Table of Figures

  • Figure 1: Six critical success factors underpinning Elisa’s operations
  • Figure 2: Elisa operational model and interviewee overview
  • Figure 3: Elisa’s culture is perceived as significantly more effective than other telcos’
  • Figure 4: Elisa entertaining video service revenues, EURmn
  • Figure 5: Elisa’s evolution timeline
  • Figure 6: Digital innovation is customer-led
  • Figure 7: Good ideas are given serious consideration
  • Figure 8: Six critical success factors underpinning Elisa’s operations
  • Figure 9: Elisa’s leadership is highly rated
  • Figure 10: Elisans appear highly relatively highly motivated by the company’s vision
  • Figure 11: Elisa’s culture is perceived as significantly more effective than other telcos’
  • Figure 12: Elisa’s values
  • Figure 13: 100% of Elisans say they learn from failure
  • Figure 14: 100% agree that Elisa’s management is customer-centric
  • Figure 15: Recruitment and training are enablers of success

Technologies and industry terms referenced include: agile, Culture, digital services, excellence, Innovation, leadership, learning, new business, NPS, partnerships, shareholder value, Strategy