Hope for Telkom
IMO the only way Telkom can make up for years of poor service is to first and foremost stop their current practices and implement new, better processes immediately to address the problematic issues:
1) Invest in the infrastructure instead of in excessive bonuses to all the top-honchos. Make sure there is enough hardware and infrastrure to exceed the current demand. Maintain and replace faulty equipment. Upgrade to cater for future demand, not just current ones.
2) Put the customer 1st by actually delivering services without long delays and backlogs - if more staff are needed to get back on track, then employ and train them. As the client base grows, there'll still be plenty of areas to redeploy the extra staff for maintenance and growth.
3) Lower costs in line with International trends. Believe it or not, but there a lot more telcos with much more experience than Telkom - learn from them and start thinking long-term - lower costs, larger client base.
4) Last (but not least) start doing what is the primary nature of your business ... communicate with your customers. Stop leaving faults unresolved for ages / postponing installation orders for months / rely on the customers to repeatedly contact you to find out when things will be working / installed / done! I can hardly believe that a communication company doesn't effectively communicate with it's customers ... and what's worse is that they get away with it! The days of 'feel-good ads' and information-lacking press releases are over. Competition will drive bad and inefficient business practices away. It's only a matter of time, but the longer they wait, the worse it get's for them.
Start doing all of the above, and competition or not, Telkom will have a much better chance of growing revenue into the future.
I wish someone in charge opens their eyes and comes to the same conclusion. Eventually, we consumers, will get the benefit of improved delivery and affordable world-class service. I'd just like it to be sooner rather than later.