A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

Journal of Information Technology Management

ISSN #1042-1319
A Publication of the Association of Management

GOOD TECHNOLOGY, BAD MANAGEMENT: A CASE STUDY

OF THE SATELLITE PHONE INDUSTRY

JAEJOO LIM
CLEMSON UNIVERSITY
[email protected]

RICHARD KLEIN
CLEMSON UNIVERSITY
[email protected]

JASON THATCHER1
CLEMSON UNIVERSITY
[email protected]

ABSTRACT
Satellite phone services use advanced technology to deliver phone service around the world. Although
technologically advanced, satellite phone companies have not captured a substantial share of competitive mobile phone
markets nor returned large profits to investors. In this case study, we examine why Iridium, a major satellite phone service
provider, fell short of analyst’s expectations and failed to achieve profitability. We illustrate how high cost structures, lack of
critical mass, “threat of substitute services” and weak market positioning have limited satellite phone companies’ ability to
compete with conventional mobile phone companies. This case demonstrates that state of art technology may not lead to
market success, even with supportive investors, global cooperation and alliances with other firms.

Keyword: satellite phone, LEO, Iridium, five forces, critical mass, network effect, wireless, price war, positive feedback,
mobile phone.

1
Please address correspondence to Dr. Jason Thatcher, 101 Sirrine Hall, Clemson University, Clemson, SC, 29634.
Telephone: 864-656-3751, Fax: 864-656-2015

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 A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

cell sites to provide the bandwidth necessary for

INTRODUCTION providing customers with basic services. As a result,
mobile phone users were frequently unable to make calls
During the Operation Iraqi Freedom in 2003,
or had their connections were dropped mid-sentence.
satellite phone services enabled round-the-clock
Also, mobile phone companies used different
television coverage of the battlefield. Lacking
communication technologies within and across countries.
conventional wireless or cable telecommunication
When traveling within a country, cell phone users would
infrastructures, embedded journalists used videophones
frequently find they were either unable to make or had to
equipped with small satellite antenna to deliver live
pay roaming fees for a connection. When traveling
reports from the frontline. Through satellite transmissions,
abroad, cell phone users had to lease or purchase new
viewers watched live broadcasts of troops in combat and
equipment to access mobile services.
missiles striking Baghdad. News coverage of the war
Due to the limitations of existing mobile phone
illustrated satellite phone services’ potential to transform
technologies, satellite phones were perceived as an
how the news is communicated across national
attractive alternative wireless phone technology. By using
boundaries and from conflict torn regions.
satellites to transmit messages, investors believed they
Despite their potential to transform
could address the signal quality, roaming and
communication, satellite phone companies have struggled
infrastructure problems that plagued conventional mobile
to achieve profitability. Many well-known companies
phone services. When compared to cell phones, satellite
such as Motorola, Sprint, and, Kyocera, have provided
phones had access to more bandwidth that could enable
financial and/or technical support to help develop satellite
stable voice and faster data transmission. Because of their
phone networks. Due to their resource rich environment,
globe spanning infrastructure, satellite phones would not
satellite phone companies developed mature technologies
require roaming fees or present compatibility problems
that allowed customers to transmit voice and data
across networks. Analysts envisioned a world in which
messages from anywhere on the globe. Despite their
users could use the same handset to communicate data
resources, leading satellite services such as Iridium have
whether they were climbing Mount Kilimanjaro or laying
filed for bankruptcy protection or restructured their debt.
on a beach in the South Pacific.
In this case, we use Iridium [11,
Seeking a first mover advantage, investors sank
http://www.iridium.com/corp/iri_corp-understand.asp],
billions of dollars into developing and implementing
the first satellite phone service, to illustrate why satellite
satellite phone systems. Established in 1991, Iridium was
phone services have failed to meet investor expectations
the first active satellite phone network [15]. Many well-
and win market share. Iridium experienced serious
known companies such as Lockheed, Sprint and Sony,
setbacks due to factors such as weak market positioning,
provided financial or technical support to the new firm.
high cost structure, and lack of critical mass. This case
During May of 1997, Iridium launched the first satellites
illustrates how state of art technology may not lead to
of its network [12]. When complete, the Iridium system
firms’ acquiring market share or earning profits.
provided robust voice and data solutions across the globe.
This case unfolds as follows: first, we describe
Without roaming fees or compatibility problems, Iridium
opportunities and challenges presented by the mobile
users placed calls from any location including oceans,
phone marketplace during the 1990s. Then, we provide an
airways, and mountainous regions.
overview of how satellite phone systems work. Next, we
Even though Iridium offered superior services,
identify and describe services provided by Iridium’s
consumers did not flock to purchase satellite phones.
competitors in the phone service industry. The case
When compared to traditional services, consumers found
concludes with a discussion of lessons learned from
that Iridium’s costs (i.e., expensive proprietary equipment
Iridium’s experience.
and high service fees) outweighed satellite phones’
benefits (i.e., reliability and access). Also, by the late
MOBILE PHONE SERVICE IN 1990s, consumers perceived existing mobile phone
THE 1990s companies as providing adequate access to their networks.
For example, companies such as Verizon or AT&T
Though cellular and PCS phones eased offered phone packages that included unlimited minutes
communication, consumers mobile phone companies as and no roaming fees. Because consumers’ weak response,
providing unreliable services through the mid-1990s. Due Iridium for Chapter 11 bankruptcy [3] on August 13, 1999.
to their rapid expansion, mobile phone companies lacked
the infrastructure to support customers’ needs. For
example, cell phone companies frequently lacked enough

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 A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

OVERVIEW OF A There are three types of satellite communication

systems which differ in terms of orbit and signal strength
SATELLITE PHONE SYSTEM (see Table 1). Low earth orbit (LEO) satellites orbit below
about 1,800 miles from the earth’s surface. Medium earth
Operating Basics of Satellite Phone Networks orbit (MEO) satellites peak at 9,000 miles and geo-
When the user initiates a call on a satellite synchronous earth orbit (GEO) satellite at 22,300 miles.
capable handset, the nearest satellite picks up the call and The distance of orbit from the earth has an inverse
authenticates the users through the nearest gateway on the relationship with signal strength and positive one with a
earth. If the destination phone is part of the public satellites lifespan. Because of their proximity to the Earth,
switched telephone network (PSTN), the call is routed to LEO satellites provide strong signals; however, they have
the nearest gateway and consecutive PSTN. If the a relatively short 5 to 7.5 year lifetime. Due to their
destination phone is another satellite handset, the call distance from the Earth, a MEO satellite transmits a
routing occurs through satellites only, which increases weaker signal; however, they may orbit the earth for 10
transmission efficiency and quality. to15 years. GEO satellites have the greatest lifespan and
transmit the weakest signals.
Satellite Communication Systems

Table 1: Comparison of Satellites

Features Satellite Type

LEO MEO GEO
Orbit Up to 1800 miles Up to 9000 miles Up to 22300 miles
Signal Strength High High Low
Lifetime 5 years 10 years 15 years

LEO and MEO satellites are used most switch users’ signals from one satellite to another. This is
frequently by satellite phone services. Because of signal because LEO and MEO satellites move more rapidly than
strength, LEO and MEO enabled systems require phones the Earth’s orbit and a handheld device Because of their
that use small omni-directional antenna. Despite this shorter distance from the earth, LEO and MEO satellites
advantage, low orbit satellite systems present firms with orbits degrade relatively quickly. Financially, this meant
technical and financial challenges. Technically, firms had that firms had to pay for launching new satellites more
to design LEO and MEO systems that could constantly frequently than if they had built GEO satellite networks.

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 A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

Call routing
Satellite

Authentication Call routing

Call routing

Switch

Gateway
 Gateway

Iridium
phone

Terrestrial Phone

Figure 1: How Iridium works.

packets and sends them over a shared connection. By

Iridium’s Network [11] using packet switching, the Iridium system efficiently
The Iridium satellite system uses 66 LEO uses bandwidth to allow more concurrent users to transmit
satellites that orbit 780 km (about 485 miles) above the data.
earth's surface, to transmit signals. Each satellite cost $62 Iridium uses gateways to manage
million, weighs about 1500 pounds, and revolves around communication between its satellite network and more
the earth every 100 minutes. The satellites cast 48 beams conventional telecommunications systems. Gateways are
onto the surface of the earth, covering a circular area with points that a signal may enter or leave a network. Iridium
a diameter of 2700 miles. currently maintains 12 gateways, 2 in North America, 7 in
Iridium transmits data between phones, satellites, Asia, and 1 each in Europe, Africa, and South America.
and traditional communication networks. Calls are routed Communication among satellites and gateways uses Ka-
from one beam to the next or one satellite to another when band frequency at a rate of 19.4 – 29.3 GHz.
the satellite moves out of the range of the user. The
service link between phone and satellites operates in L- SATELLITE PHONE
band frequency at1-2 GHz.
Iridium relies on circuit and packet switching to SERVICE INDUSTRY
manage voice and data transmissions between phones and Following Iridium, several companies attempted
satellites. Circuit switching sets up a dedicated connection to enter the satellite phone marketplace. However, due to
for the duration of each voice transmission i.e., a phone a lack of financial support, Iridium’s rivals have not
call. By using circuit switching for phone calls, Iridium successfully implemented global satellite phone networks.
ensures that users will not experience transmission Table 2 summarizes features of each satellite phone
interruptions due to dropped or degraded signals. Packet company.
switching breaks down data into smaller units called

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 A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

Odyssey Worldwide Services [14] Teledisc [17]

Odyssey Worldwide Services planned on Funded by Bill Gates, founder of Microsoft, and
implementing MEO satellite system as a backbone of its Craig McGaw, Teledisc announced it would build a
service. Because a MEO system required less network of 840 LEO satellites to offer consumers
maintenance, analysts believed Odyssey would yield telephone and Internet services. Perhaps due to its high
greater profits than Iridium’s LEO satellite system. profile supporters, Teledisc successfully persuaded the
However, despite the financial backing of TRW and United Nations and United States to dedicate a portion of
Teleglobe, Odyssey lacked sufficient resources to the electromagnetic spectrum for their service. After
complete the satellite system and merged with ICO [10, Iridium and ICO filed for bankruptcy in 1999, was unable
http://www.ico.com/press/releases/199712/971217.htm]. to raise sufficient capital to fund the network. As a result,
Teledisc failed to launch a single satellite. In 2002,
ICO Global Communications [10] Teledisc laid off its last ten employees and went out of
business.
ICO’s founders envisioned a system that
combines the strengths of satellites and terrestrial network
to deliver services. ICO’s proposed system would have Globalstar [8]
used MEO satellites to reduce maintenance costs and Globalstar was formed in 1991 by Loral Space &
simplify transmitting signals. MEO satellites operate at Communications and Qualcomm. With support from the
higher altitude which leads to a longer lifespan than LEO United States and Russian space programs, Globalstar
satellites. Also, because they can cover larger areas, quickly built a limited LEO satellite network. In 1999,
MEO satellites switch signals fewer times to span the Globalstar began delivering services in more than 100
globe than a LEO-based satellite network. Due to countries. By November 2000, Globalstar had sold only
financial difficulties, ICO filed for bankruptcy in August, 21,300 out of its stockpile of 143000 phones [13]. When
1999. In 2000, Craig McGaw, founder of Nextel, raised examining Globastar’s failure to win subscribers, analysts
1.2 billion dollars to lead ICO out of bankruptcy. In a suggest that consumers didn’t like limited service, bulky
step forward, ICO launched its first satellite in 2001. phones, and high per-minute charges. Globalstar filing for
However, despite the infusion of capital and successful Chapter 11 US bankruptcy protection during February
satellite launch, ICO has not implemented an operational 2002.
satellite phone system.
Table 2: Comparison of Satellite Services

Service Satellite Phone Company

Iridium Odyssey Globalstar ICO Teledisc
Voice X X X X X
Data X X X X X
Fax X X X X X
Paging X X X
Global Positioning X X Partial
System
Implemented In X X X
Business

LESSONS FROM IRIDIUM’S First, many consumers may not value quality as
FAILURE much as cost when purchasing communication services.
In order to win market share, Iridium focused advertising
Despite multi-billion dollar investments and high on differentiating satellite and conventional mobile phone
profile support, Iridium and its rivals’ failures illustrate services. Advertisements suggested that satellite phone
how offering technologically advanced services does not services quality and reach distinguished Iridium’s service
lead to success in the marketplace. We can draw several from less sophisticated mobile phone services. Even
lessons about how management and markets influenced though Iridium effectively differentiated its services,
Iridium’s failure. consumers were not willing to incur the high start-up and
ongoing costs of satellite phone service. Original US

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 A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

retail prices were $3295 for a satellite phone, $695 for a strategy, it might have won customers as well as
pager, and airtime fees of up to $7 per minute. Given the generated good “word of mouth” advertising.
high price for Iridium’s service, consumers could not Fifth, Iridium failed to acquire the critical mass
justify the additional expense over using other phone needed to surpass entry barriers presented by existing
services. To address the service versus price dichotomy, services. The expected break-even point for Iridium was
Iridium could have considered using a price estimated to be 600,000 customers around the world. By
discrimination strategy that varied prices with level of the time it filed for bankruptcy, Iridium had acquired
service and type of customer. However, due to its billions 55,000 customers. Due to its pricing, changes in the
of dollars in debt, Iridium could not offer consumers mobile phone market, and focused marketing strategy,
lower rates for voice and data communication services. Iridium never gathered the critical mass to support basic
Second, network effects of existing technologies operating costs or to lower prices as a means to attract
placed Iridium at a disadvantage when compared to customers.
existing mobile phone services. Network effects refers to
a service or technology becoming more valuable as more CONCLUSION
people use it, which may allow firms to lower costs and
eventually acquire more customers. By the mid-1990s, Despite a history of bankruptcy and failures,
mobile phone companies had acquired a substantial satellite telephone companies continue to operate. To
customer base in many countries. In countries such as survive, companies have been reorganized or bought out
Hong Kong or the United States, mobile phones had by investors. For example, although Iridium’s satellite
become part of daily life for many citizens. Because system $5 billion to develop, Dan Colussy acquired
adding additional customers required relatively little Iridium assets for about $25 million at a liquidation sale.
additional investment, mobile phone companies had Freed of massive debt, satellite phone companies have
resources to invest in developing more reliable been able to lower costs. Rather than $7 dollars a minute,
technologies and expanding their infrastructure. During Iridium has slashed charges $1.50 per minute of airtime.
the 1990s, mobile phone service expanded the size of Despite lower costs, satellite phones may not appeal to
their calling areas through strategic alliances. By the time broader consumer markets. Satellite telephones cost from
Iridium initiated services, mobile cell phone companies $1995 to $9295. When compared to modern cell phones,
had achieved a critical mass of customers necessary to satellite telephones are bulky and posses fewer auxiliary
dominate the marketplace. functions. In lieu of broader consumer markets, satellite
Third, Iridium underestimated “the threat of phone companies continue to market their services to the
substitute services” By the time Iridium initiated services, industries such as oil exploration and have directed their
cell phone companies had addressed many of consumers’ attention to government agencies such as the U.S.
complaints linked to signal quality and roaming fees as Department of Defense. Iridium recently renewed a
well as lowered the costs of services. Consumers felt that contract with the Pentagon to serve 20,000 U.S. Defense
mobile phone services’ low airtime fees and start-up costs Department workers. The usefulness and ubiquitous
compensated for satellite phone services worldwide access of satellite phone services was demonstrated to TV
coverage and higher reliability. In essence, consumers viewers all over the world in the Iraqi war. Despite new
substituted technically inferior services for Iridium’s contract and increased public awareness of its services,
satellite phone service. Iridium has a long way to go to meet investors’
Fourth, Iridium’s management failed to target expectations. Will the future of Iridium Satellite be bright
many potential market niches. Iridium’s advertising as analysts predicted?
strategy focused on large, corporate customers such as oil
or aviation companies, however, it did not focus attention REFERENCES
on other niche markets such as small businesses or
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strategy might have targeted small businesses such as of Low Earth Orbit Satellite Systems: A Diffusion
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engaged in a size or geographically based marketing March 18, 2000.

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 A CASE STUDY OF THE SATELLITE PHONE INDUSTRY

[3] Barboza, D. “Iridium, Bankrupt, Is Planning a

Fiery Ending for Its 88 Satellites,”
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ch/articles/11iridium.html, April 11, 2000 AUTHORS’ BIOGRAPHIES
[4] Computer Review “Iridium: Telecom satellite Jaejoo Lim is a doctoral student on Information
services,” Systems Track of Management Department at Clemson
http://www.computerreview.com/profile/iridium University. His research interests are focused on IT
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[5] Coale, K. “Teledesic's Future Tied to Iridium,” security, and telecommunication.
http://www.wired.com/news/technology/0,1282,1 Dr. Richard Klein is an Assistant Professor of
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[6] David, L. “First Iridium Satellite to Tumble Out of doctorate in Business Administration at Georgia State
the Sky,” University; masters in Technology Management at
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ology/iridium_sat_burn_001128.html, November University. Dr. Klein’s research focuses on electronic
28, 2000. business initiatives, intermediation and supply chain
[7] Florida Today “Iridium announces sale of assets,” management. He has published in journals including
http://www.flatoday.com/space/explore/stories/2 Business Horizons, the Journal of International
000b/111600e.htm, November 16, 2000. Management, and Journal of Management Information
[8] Globalstar (http://www.globalstar.com) Systems. Dr. Klein’s work has been presented at
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[20] Washington Post “With War, Satellite Industry Is
Born Again,” April 17, 2003

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APPENDICES MEO (Medium Earth Orbiting Satellite) – Satellites

that are in orbit about 9000 miles above the Earth’s
surface.
A. CASE STUDY QUESTIONS Network Effects – Where the value of a service or
1. What were some of the problems of mobile product to one consumer depends on other consumers
phone services during the 1990s? using it.
Packet Switching – Breaking down messages into
2. What are the advantages of the satellite phone
smaller units and sending them over a shared connection.
service over the cell or PCS mobile phone PCS (Personal Communications Services) – A wireless
services? phone service that emphasizes personal services and
3. What are the advantages and disadvantages of mobility. PCS may also be referred to as digital cellular.
LEO compared with GEO? PSTN (public switched telephone network) – A formal
name for traditional, wire based telephone networks.
4. What did the terrestrial mobile phone
Roaming Fees – Charges to use a cell phone out of a
companies do to cope with their narrow service subscriber’s home coverage area.
region? Substitute Services – Where a product or service may be
5. What market did Iridium try to target? used in place of another product or service.
6. How did mobile phone companies develop Switch – A device that channels incoming data to a
specific destination.
“substitute services” for Iridium?

B. USEFUL TERMS
Airtime – The amount of time used by a transmission
over a wireless network. Airtime is typically calculated in
minutes.
Backbone – A large transmission medium that carries
data collected for multiple smaller sources.
Bandwidth – The amount of information that can be
transferred in a given time period over a wired or wireless
communications link.
Cell sites – The transmission and reception equipment,
including the base station antenna or tower, that connects
a cell phone to a mobile phone service provider.
Circuit Switching – A dedicated connection that lasts the
duration of a transmission.
Critical Mass – The number of users required to achieve
profitability or sustain the use of an innovation.
First Mover Advantage – Advantage gained by a
company for being the first entry in a new market.
Gateway – Points that a signal may enter or leave a
network.
GEO (Geosynchronous Earth Orbiting Satellite) –
Satellites that orbit about 22000 miles above the Earth’s
surface. Typically, a MEO orbits over one spot on the
Earth’s surface.
LEO (Low Earth Orbiting Satellite) – Satellites that
orbit about 1800 miles above the Earth’s surface.
Market Niche – a focused, targetable portion of a market.
Market Share – the percentage of total sales of a service
or product attributable to one company.

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