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<div class=Section1>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thank you for all your kind wishes,
appreciations and words of advice. I will attempt to respond as much as
possible.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Muriuki asked me to response to specific
questions which are listed below and I will add other responses to comments
expressed from other Listers.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo3'><![if !supportLists]><font
size=2 color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><span style='mso-list:Ignore'>-<font size=1
face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>What is behind the success; is it luck,
ability to manipulate the environment around you? <o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>There are
many factors behind the success of Safaricom, but I would sum it up as follows:<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>We determined
that our core market was going to be the man and woman in the street (matatu
passengers if you will) and came up with prices, products and services that
were accepted and used by this core market. We also make some wise (in
hindsight) decisions like per-second billing, 24 hour 7-days a week free
customer care, inexpensive handsets, pre-paid tariffs etc. We stressed our
Kenyan roots both in our branding and our CSR programmes from the very
beginning. It was a combination of knowledge and experience from the past
(mostly what did not work), some knowledge of the local market, gut feel and
luck.<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:72.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo3'><![if !supportLists]><font
size=2 color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><span style='mso-list:Ignore'>-<font size=1
face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>What drives you and can this be ported
to other managers to drive their enterprises to success like Safaricom <o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>I am very
ambitious, competitive and firmly believe in doing the very best you can. I believe
that we are all given great opportunities in life and it’s up to us to
take these opportunities and use them for the benefit of our fellow man. I
believe in integrity, care for ones fellow man and hard work and these credos
can be used by anyone. Very few of us are born with a silver spoon in their
mouths and therefore to be successful takes some effort. It came to me late in
life but nevertheless it came.<o:p></o:p></span></font></p>
<p class=MsoNormal align=right style='text-align:right'><font size=2
color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo3'><![if !supportLists]><font
size=2 color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><span style='mso-list:Ignore'>-<font size=1
face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>Is this specific to ICT sector or are these
skills generic and can apply to other sectors?<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>As above<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo3'><![if !supportLists]><font
size=2 color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><span style='mso-list:Ignore'>-<font size=1
face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>How do you manage time to handle all demands
on your time<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>I handle
stress quite well but I work quite long hours – I start at 6am and finish
around 8pm and then usually I am required to attend some function. I use the
hours of 6am to 8am to deal with all my emails and reading of documents and the
rest of the day is for meetings both formal and informal. Weekends,
wherever possible, belong to me and my family<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo3'><![if !supportLists]><font
size=2 color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><span style='mso-list:Ignore'>-<font size=1
face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>Going forward , how will you use your
time <o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>At this
point, I have no idea. As the time gets closer I am getting a little more
concerned. I will remain on the Board of Safaricom for another 2 years, will
maintain an office at Safaricom and will also act an advisor to Bob Collymore the
new CEO, and the CEO of the Vodacom Group.<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo3'><![if !supportLists]><font
size=2 color="#1f497d" face=Calibri><span lang=EN-GB style='font-size:11.0pt;
color:#1F497D'><span style='mso-list:Ignore'>-<font size=1
face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>And finally a chance to introduce the
incoming CEO to the listers<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'>Bob is
copied above and I have urged him to join this list.<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:36.0pt'><font size=2 color=green
face=Calibri><span lang=EN-GB style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'>Other comments:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<ol style='margin-top:0mm' start=1 type=1>
<li class=MsoNormal style='color:blue;mso-list:l2 level1 lfo4'><font size=2
color=blue face=Calibri><span lang=EN-GB style='font-size:11.0pt'>I do
respond to all emails addressed to me. I am particularly concerned when
complaints are made about our service and we do not respond. I find this
unacceptable but it is sometimes like pushing a large boulder uphill to
get people to change although we are making progress. I want our
subscribers to be satisfied with our service and I take it very personally
when they are not due to our own inability to get things right<o:p></o:p></span></font></li>
<li class=MsoNormal style='color:blue;mso-list:l2 level1 lfo4'><font size=2
color=blue face=Calibri><span lang=EN-GB style='font-size:11.0pt'>I learnt
early on to lead from the front. You need to be seen to be the leader and
to act like one. The title of CEO or whatever does not make you a leader. When
things are both bad and good you need to be seen and to take
responsibility. I always admire people that when they get promoted,
suddenly have the wisdom they never had the day before (perhaps it came
through the walls like osmosis). Take our Ministers as a perfect example.<o:p></o:p></span></font></li>
<li class=MsoNormal style='color:blue;mso-list:l2 level1 lfo4'><font size=2
color=blue face=Calibri><span lang=EN-GB style='font-size:11.0pt'>I agree
with Sam – I need to achieve (it’s a fixation) and I am the
second born!<o:p></o:p></span></font></li>
<li class=MsoNormal style='color:blue;mso-list:l2 level1 lfo4'><font size=2
color=blue face=Calibri><span lang=EN-GB style='font-size:11.0pt'>To the
PS (to whom I am eternally grateful), I still think some of your ideas are
wacky but are probably right! I apologize about the lawyer – no more
can be said here!<o:p></o:p></span></font></li>
<li class=MsoNormal style='color:blue;mso-list:l2 level1 lfo4'><font size=2
color=blue face=Calibri><span lang=EN-GB style='font-size:11.0pt'>To be
clear: M-Pesa was developed by Vodafone using a co-grant from DFID. It was
originally developed for the micro-finance industry for the disbursement
and repayment of small loans. We were asked to trial it in 2006 which we
did and then Safaricom and Vodafone suggested and made the changes that
created M-Pesa. M-Kesho was my idea as expansion of M-Pesa. Sambaza and
Okoa Jahazi were ideas borrowed from other Vodafone companies – <st1:country-region
w:st="on"><st1:place w:st="on">Egypt</st1:place></st1:country-region> mostly.<o:p></o:p></span></font></li>
</ol>
<p class=MsoNormal><font size=2 color=blue face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:blue'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'>The future:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'>I have been urged to write a book, go in
public service and or just fade into the background. I really have not decided
yet. A book sounds interesting but somewhat arrogant from my side, but maybe it
will be necessary. I would love to do more for <st1:country-region w:st="on"><st1:place
w:st="on">Kenya</st1:place></st1:country-region> but NOT as a politician. Lecturing
would be great but I have yet to be asked. I will take some time to think about
it and then decide. Life will for sure present me with my next opportunity and
challenge.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=green face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:green'>Thank you for allowing me to respond and
once again thank you for the many positive comments.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span lang=EN-GB
style='font-size:10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 color=navy face=Calibri><span style='font-size:
10.0pt;color:navy'>Regards,</span></font><font color=navy><span
style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Calibri><span style='font-size:
11.0pt;color:navy'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Calibri><span style='font-size:
10.0pt;color:navy'>Michael<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 color=navy face=Calibri><span style='font-size:
12.0pt;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><i><font size=2 color=navy face=Calibri><span
style='font-size:10.0pt;color:navy;font-style:italic'>CEO<o:p></o:p></span></font></i></p>
<p class=MsoNormal><i><font size=2 color=navy face=Calibri><span
style='font-size:10.0pt;color:navy;font-style:italic'>Safaricom Limited</span></font></i><font
size=3 color=navy><span style='font-size:12.0pt;color:navy'><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-family:"Times New Roman"'>
<hr size=2 width="100%" align=center tabindex=-1>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
kictanet-bounces+mjoseph=safaricom.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+mjoseph=safaricom.co.ke@lists.kictanet.or.ke]
<b><span style='font-weight:bold'>On Behalf Of </span></b>muriuki mureithi<br>
<b><span style='font-weight:bold'>Sent:</span></b> Sunday, October 10, 2010
9:58 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Michael Joseph<br>
<b><span style='font-weight:bold'>Cc:</span></b> KICTAnet ICT Policy
Discussions<br>
<b><span style='font-weight:bold'>Subject:</span></b> [kictanet] The big
Kwaheri: reflecting on 10 years on the MJ 10 yrsafari and his-tory - day 1</span></font><font
size=3 face="Times New Roman"><span style='font-size:12.0pt;font-family:"Times New Roman"'><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'>Hi Listers <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'>As you are aware , Michael Joseph
(MJ) leaves the office of CEO on 31<sup>st</sup> of this month
after a 10 year career at Safaricom. As is tradition, we at
KICTAnet bid our members welcome/ farewell and
certainly this list is the tool of choice
supplemented by a bash when feasible . this is what we
want to do starting now – from 10 hrs today the 10<sup>th</sup> day of
the 10<sup>th</sup> month of the 10 year of the new century we wish to
take just 10 days to reflect on the MJ’s 10 year safari ---- . As usual
we expect fair and candid thoughts from our hearts and mind and the daily
prompting questions will provide a structure for our discussion <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'>we shall present your candid views in
style to MJ at a suitable time shortly after the closure of the
list discussion----<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'>To kick-start discussion , first
let’s look back over your shoulder - just recall when he landed
in <st1:City w:st="on"><st1:place w:st="on">Nairobi</st1:place></st1:City> in
June 2000 and went to work on/at Safaricom. At 17k customers , with barely 9
base stations , the operator was the smallest and in the eyes of
the potential consumer, an appendage of the towering TKL of the day
. that was then , it’s no more<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=msolistparagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo2'><![if !supportLists]><font
size=2 color="#1f497d" face=Symbol><span lang=EN-GB style='font-size:11.0pt;
font-family:Symbol;color:#1F497D'><span style='mso-list:Ignore'>·<font
size=1 face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>What still lingers in your mind of MJ
early days at Safaricom, his interaction with you , the customers , the media,
the regulator , competition etc? <o:p></o:p></span></font></p>
<p class=msolistparagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo2'><![if !supportLists]><font
size=2 color="#1f497d" face=Symbol><span lang=EN-GB style='font-size:11.0pt;
font-family:Symbol;color:#1F497D'><span style='mso-list:Ignore'>·<font
size=1 face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>What factors shaped MJ’s and
Safaricom’s destiny – did he create the opportunities or was he
just smart enough to take advantage of the situation? <o:p></o:p></span></font></p>
<p class=msolistparagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo2'><![if !supportLists]><font
size=2 color="#1f497d" face=Symbol><span lang=EN-GB style='font-size:11.0pt;
font-family:Symbol;color:#1F497D'><span style='mso-list:Ignore'>·<font
size=1 face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>In juggling between competing
technologies, customer expectation, staff demands, government, market
competition, what strikes you as MJ’s character that produces
the results we see <o:p></o:p></span></font></p>
<p class=msolistparagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo2'><![if !supportLists]><font
size=2 color="#1f497d" face=Symbol><span lang=EN-GB style='font-size:11.0pt;
font-family:Symbol;color:#1F497D'><span style='mso-list:Ignore'>·<font
size=1 face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>What do you think he could have done
differently?<o:p></o:p></span></font></p>
<p class=msolistparagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo2'><![if !supportLists]><font
size=2 color="#1f497d" face=Symbol><span lang=EN-GB style='font-size:11.0pt;
font-family:Symbol;color:#1F497D'><span style='mso-list:Ignore'>·<font
size=1 face="Times New Roman"><span style='font:7.0pt "Times New Roman"'>
</span></font></span></span></font><![endif]><font color="#1f497d"><span
lang=EN-GB style='color:#1F497D'>What actions did MJ take then that are
still inexplicable and you would want MJ to explain now?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'>cheers <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'>Muriuki Mureithi <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-GB
style='font-size:11.0pt;color:#1F497D'> <o:p></o:p></span></font></p>
</div>
</div>
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