Professional Documents
Culture Documents
Introduction:
Bachelor of Commerce (Hons) academic program is the building up
of the theoretical knowledge about business administration which is the
base of practical knowledge. Bachelor of Commerce project work is an
attempt to provide business students an orientation to a real life business
situation in which we can observe and evaluate the use and applicability of
the theoretical concepts which were taught in the classrooms. As per norm
this report is the requirement of the fulfillment of the project work. This
report is the out come of our work in Telenor Private Limited.
Scope Of Study:
• This report is the out come of our work in Telenor Private Limited.
• Time Limitations
• Covers only Lahore City (outside Lahore city was not possible)
• Work Force In Lahore
• There were some areas which were restricted through out the period
because of security reasons.
Limitations:
• Analyzing financial data is much more confusing and complicated
than any other data.
• It was really difficult for me to accumulate confidential financial data.
• The policies might be changed Country to Country due to which we
are just focusing on our own country and resolving only the specific
issues.
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• Customer service (a comprehensive construct) was replaced by 6
parameters – product/service availability, lead time variability,
availability of shadow system, system recovery time, availability of
system information, and availability of post sales support service.
• Respondents of the quantitative survey have shown a tendency to
over state the time for which they are using the current operator
• Many of the findings & concepts from the qualitative study could not
be accommodated. Some of them (as following) were dropped from
quantitative survey:-
o Development of new features in mobile packages
o Role of pricing in customer perception etc.
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General: (History of Cell phone)
Cell Phones are everywhere and their use is growing. Basically a
cell phone is a radiotelephone and its application is growing because of the
rapid rise of digital computers and very small and powerful
microprocessors. One of the most important advantages of
microprocessors is their ability to do very complicated operations with high
reliability.
The problem with early radiotelephones was that they quickly ran out
of available frequencies, i.e. channels. Often a wealthy individual with a
radio telephone in his car would have one of his employees make a series
of calls starting very early in the morning to reserve a channel for himself
and guarantee that he could have his radio telephone available as he was
being driven to work.
At first the speech was analog, and the logic to manage the
switchover was digital (i.e. done by a digital computer). These types of cell
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phones are known today as analog phones even though the switching is
digital. A true all digital cell phone, however, would also represent the
speech as a series of numbers, i.e. in digital form. A cell phone which also
digitizes the speech improves the sound quality; gets rid of static on the
line, and incidentally, increases the battery life by 3 to 5 times.
Since also making the speech digital was even more complicated
than just making the switchover digital, the true all digital cell phone had to
wait for microprocessors to get smaller and more powerful. This has now
been achieved, and one can have truly high quality cell phone service with
the new digital units. All digital cell phones have now become so capable,
the call rates so low, and the battery life so long that it makes sense for
some businesses to have only cell phones for their business extensions.
This by no means the whole story, however, Cooper himself in the 10th
paragraph of the April 3rd Chronicle article states that “Bell Labs had
invented this thing called Cellular Technology”. What Martin Cooper
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apparently did was build a relatively small radiotelephone, which could be
carried by a person. He did not develop the idea and the mechanism for
automatically switching over when a phone went from one cell to another.
The true inventor of the cell phone is the person or group who developed
the concept of small cells and implemented the automatic switchover
system and this was Bell Labs.
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Basics:
The very first telecommunication technology that came into Pakistan was
GSM.which is the reason for telecommunication through out the world at present.
GSM is
GSM History
The First public Mobile Telephone Service was introduced in twenty five
American Cities. Each system used a single “HIGH POWER
TRANSMITTER” and large tower in order to cover distance. These were
early “FM PUSH TO TALK” Telephone Systems used 120Khz of RF
bandwidth in Half Duplex Mode.
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In 1982 first commercial cellular system [Analog] was turned on in
“Chicago”
In 1992, GSM the firstly fully “Digital Cellular System”, was introduced on in Germany
and France.
Analog Systems:
There are currently two AMPS [Advanced Mobile Phone Service] Networks
Operational in Pakistan.
Instaphone
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AMPS Operator NDC [Network Destination Code]
Paktel 0303
Instaphone 0320
GSM History
CEPT decided to establish a Group Special Mobile the initial origin term GSM in order
to develop a set of common standards for European Cellular Mobile Nerwork , which
include
There are currently Five GSM [Global System for Mobile Communication]
Networks Operational in Pakistan. Following are the operators and their
corresponding vendors working in Pakistan.
Paktel-GSM [ZTE]
Al-Warid [Ericsson]
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GSM Operators Commercial Launch:
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Introduction: (Telenor)
Telenor is emerging as one of the fastest growing service providers
of mobile communications services worldwide. Telenor is also the largest
service provider of TV services in the Nordic region. Telenor is organized
into three business areas; Mobile operations covering 12 countries, and
Fixed-line and Broadcast services covering the Nordic region.
During the late 90’s it has been deregulated and changed from fully
government owned into a public limited company. However the
government retained substantial stake in terms of shares. Since
deregulation began in EU, the telecommunication industry is facing tough
competition from new entrants and this is the case for Telenor as well. The
company is split into four groups: Mobile operation, Telenor fixed,
Telenor broadcast, and others activities.
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History of Telenor :
For over 150 years, telecommunications has played a vital part in
the development of modern Norwegian society. As the incumbent provider,
Telenor has been the driving force in the development of a highly
sophisticated home market. The physical work has helped in rolling out
infrastructure and developing services over long distances and in tough
natural conditions. The real job, however, is building relations between
people.
Company Profile:
Telenor Pakistan, a wholly owned subsidiary of Telenor ASA,
launched its operations in March 2005. One of the leading telecom
operators providing prepaid, postpaid and value-added services to seven
million customers, it is spread across the country with a network of 15
company-owned sales and service centers, more than 200 franchisees
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and some 100,000 retail outlets selling subscriptions and refills.
Differentiated packages include TalkShawk, Telenor Persona and Djuice.
Being a part of the Telenor Group which has its operations in 12 countries
employing more than 34,000 individuals, Telenor Pakistan has created
2,200 direct and 20,000-plus indirect employment opportunities.
The organization is in the growth phase capturing more than 14% of the
market share, achieving a 200% increase in the subscriber base in 2006
(beating Ufone in the number of the subscribers) and planning for further
expansion of network and services. Maintaining a wide coverage in the
country, with 500 destinations covered within less than 16 months of the
company’s launch, it now has the second largest network in Pakistan. The
striking growth rate has been achieved through the application of a highly
successful business model, local enthusiasm and hard work. Telenor
Pakistan considers Mobilink as its major competitor.
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inhabitants in Pakistan were 58% and 168 million, respectively according
to official estimates.
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Competition:
As at 31 March 2010, Telenor Pakistan had a market share of
approximately 24%. In addition to Telenor Pakistan, there are five other
mobile operators in Pakistan: Mobilink, Ufone, Warid, Zong (formerly
Paktel) and Instaphone. Based on PTA numbers as at 31 March 2010,
Mobilink was the largest mobile operator in Pakistan with a market share of
approximately 33%, Ufone had a market share of approximately 20%,
Warid had a market share of approximately 17%, and Zong had a market
share of approximately 7%.
Regulatory matters :
The PTA has broad regulatory power including power to grant licences,
regulate market conditions, including the price of interconnection, and
monitor and enforce the licence conditions pursuant to the Federal
Government’s telecommunication policy. The Frequency Allocation Board,
a separate entity under the administrative control of the PTA, manages
radio frequencies.
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another year when the environment is more conducive to further
technological investments in Pakistan.
The SIM activation tax was first introduced in Pakistan in 2001. When it
was introduced in 2001, the SIM activation tax was PKR 2,000. It has since
then been reduced three times, to PKR 1,000 in 2004 , to PKR 500 in 2005
and to PKR 250 effective from 1 July 2009. The general sales tax level
(GST) in Pakistan is 15%. In June 2008 a telecom sector specific GST of
21% was introduced, which from 1 July 2009 was reduced to 19.5%.
The PTA issued a determination in April 2008 in which the MTR, which
was previously PKR 1.25 per minute, was revised downwards after
conducting a cost based study. Currently, the rate is PKR 0.90 per minute
effective from 1 January 2010 onwards. The cellular industry has
requested PTA for freezing of MTR at PKR 1.00 for the next 3 years. The
request is under consideration by the PTA.
Telenor Facts :
The Telenor Group is a leading provider of telecommunications services
worldwide. The company has a strong footprint in Central Eastern Europe
and Asia and a leading Nordic position in mobile, broadband and TV
services
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• 195 million mobile subscriptions (105 million in consolidated operations
and 91 million in VimpelCom Ltd)
• Our largest consolidated mobile operations:
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• Workforce: more than 34.000 employees (as of 2010) (22,500
outside Norway)
• Listed on the Oslo Stock Exchange
• Headquarters in Norway
Core Values:
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Departments:
TelenorPakistan Technology Commercial(ex.CRD) Finance Financial Human S&CA CEO TKP Total
Services Capital Office
TotalEmployees 502 705 151 21 126 56 5 50 1716
LineFinalization 544 556 86 14 113 27 5 47 1392
Percentage 90% 79% 57% 67% 90% 48% 100% 94% 81%
Completion
People :
Telenor Pakistan consists of energetic, youthful and dedicated
employees aged 27 to 28 on average. An appropriate match is required
between the culture and employees at recruitment and hiring. If People
Excellence (Human Resource Department) feels that a person will not be
unable to adjust into the organization’s environment, even if he/she is
performing functionally well, the person is rejected. The dynamic group of
people, sharing similar mindsets, love being with each other and meet on
other occasions if unable to meet during work-hours. They even stay back
late, employees can be seen roaming around till 9 at night.
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feels alienated. The values of humbleness and free interaction in putting
forth ideas lead to a harmonious culture and efficient communication. The
management is easily accessible to discuss various issues. It is difficult to
distinguish between them as the culture is so homogeneous that it keeps
every one at par with others (no formal protocol is given).
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Stakeholders of Telenor:
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Mobile Operation:
Telenor is a leading provider of communications services and one of the fastest
growing mobile operators worldwide. Telenor holds controlling interests in mobile
operations in Norway, Denmark, Sweden, Ukraine, Hungary, Montenegro,
Thailand, Malaysia, Bangladesh and Pakistan. Telenor also holds minority
interests in mobile operations in Russia and Austria. In accordance with Telenor’s
strategy of consolidating its position in international mobile by obtaining control
of selected international mobile operations, and in order to maximize the benefit of
cross-border synergies and increase overall profitability. Telenor’s mobile
commitments in Asia and Eastern and Central Europe are becoming increasingly
important. During 2005, Telenor successfully extracted a number of cross-border
synergies across the group. Common technologies for optimal spectrum and
network utilization have been successfully implemented at each of the group’s
operations, and Telenor maintains its focus on adopting new technologies to
improve service quality and reduce costs. In order to harmonize the group’s
customer orientation across all markets, Telenor has developed a common
segmentation model that enables more effective targeting, while also providing
greater insight into the global markets. Telenor has developed a framework that
provides affiliates with a proven concept of developing target segmented offerings
and optimized go to market strategies.
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Hierarchical Structure Of Telenor :
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Seven Layers Communication Hierarchy:
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Hierarchical Levels at Telenor Pakistan:
Hierarchical Levels:
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Span of Control:
Span of Control is determined by the role and job responsibilities of
managers. It varies from department to department. On average, the span
of control is 4-5 people under a manager.
Integrating Mechanism:
Cross-functional teams are a major integrating mechanism. Further
there are temporary project teams. No ad-hoc committees have been
formed to date. Team-building is enhanced by Away Days when members
of different divisions and departments take some days away from work to
meet other geographically spread employees of Telenor. Sometimes the
whole department goes away from work for 2-3 days to have fun.
Employees get to know those with whom they have communicated before
but not met in person. Formal team evaluation does not exist. Employees
on teams, for instance finance teams, are rewarded individually.
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not required as long as results are not affected. As long as individual
responsibilities and deadlines are met, there are flexible hours of work.
Work is important instead of the number of hours worked. Employees can
select their work timings which can even be from afternoon to evening.
Instead of being bound by office hours, a sense of responsibility is
inculcated in them to achieve self-assigned goals. This brings a sense of
comfort in working in such organizational structure.
It and Empowerment:
The level of empowerment differs across departments and divisions,
depending on the nature of work. It varies according to the style of
management of functions; more empowerment in CRO and Sales and
Marketing than in People Excellence. IT increases the level of
empowerment. Within the network service of the Telenor in Pakistan, there
is a (inter and intra net) portal system used to communicate information
efficiently. An online HR MS System, H2H (Here to Help), is being used
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internally. This locally built system was launched last year but is still not
well integrated at present.
Conflict Resolution:
When different departments work together in an organization, their
interests may differ due to functional and structural differences. Due to
these variations, conflicts among departments are inevitable. The issues
are not taken to the top management and there is no coordination post in
the organization which can facilitate the departments to increase
coordination with each other. Whenever a conflict arises among functions,
the heads or managers from those functions sit together and discuss the
source of conflict. They try to resolve all their differences amicably. There
are always conflicts between the technical and commercial divisions which
they mostly solve between themselves. If, however, a major issue arises
which they are unable to resolve themselves then it is taken to a level
higher. The management then discusses the reason for the conflict,
addresses the concerns of both the parties and then arrives at a
conclusion which is in the interest of all departments.
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Communication System:
Communication is life blood of every organization. Organization
cannot function with out open and effective communication. It includes
internal and external structure through which messages pass and the way
information is presented as well as the actual content of the messages
themselves. Telenor uses a variety of formal and informal forms of
communication while exchanging information with people inside and
outside the organization. Following are the methods used by the Telenor
while communicating:
1. Internal Cmmunication
2. Eternal Cmmunication
1. Internal communication:
• Formal Communication
• Informal Communication
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1.1 Formal communication:
• Downward communication
• Upward communication
• Horizontal communication
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given the authority, the employees of Telenor can be held accountable and
responsible for their decisions.
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and paperless environment, so they usually communicate through E-mails
and also it proves to be a written document for the company. In Telenor
irrespective of designation, emails are sent to every employee so that they
can be indulged in company’s work and also know the current situation of
the company.
2. External Communication:
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in result created a desire for Telenor’s product or service, and encourage
the decision of its customers.
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Communication Chart:
Business Messages:
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3. Business Messages:
Telenor to convey information to the customers. Basically the
purpose of writing letter is to convey your idea to the customers rather than
to impress them. To compete for attention the business messages are
purposeful, audience centered and concise.
Types of Messages:
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satisfy its customers in such a way, that they may increase the reputation
of the company.
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Recruitment Process
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and conditions of the job. If the terms & conditions are acceptable or
suitable for the candidate, he/she will join the job. Otherwise the company
will go for the best possible alternative. In their recruitment process, the
Telenor will first hire the employee for specific prohabitional period. If the
company is satisfied with the performance of the candidate, they will turn
the status of candidate as a permanent employee and he will become the
part of Telenor Family.
Recruitment Procedure
Advertisement
Job Requirement
HR Department
Database Recruitment
Department
Department Head
Interview Schedule
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Telenor Employee
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In-depth Swot Analysis:
In order to find what are the strengths, weakness, opportunities and
threats faced by telenor Pakistan. How can they increase their market
share in Pakistan Cellular Industry?
Following Is the SWOT Analysis of telenor Pakistan.
Strengths of Telenor:
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Weakness Of Telenor:
Oppurtunities Of Telenor :
• A developing market
• Mergers joint ventures or strategic alliances
• Extension to overseas
• Low Cellular market penetration
• Decline of major competitors
• E-Commerce Usage
• Mobile Number Portability
• IMEI System
• Technologically better environment
• New Launches
• More customers on newer products introduced
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Threats Of Telenor :
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Competitive Advantage Of Telenor:
Core Competencies:
Training:
Compensation:
• Base salary
• Bonus/commission
• Long-term incentive plans
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In addition, Telenor offers a total package that may include insurance,
recreational activities and other benefits adapted to the local market and
individual employee’s need.
Career Growth:
then the chances of growth increase. There are no specific career paths:
Vice President (VP) of Human Capital Division (HCD) became the next
Chief Marketing Officer (CMO).
Employee Motivation:
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Customer Relations. Investment per employee is placed at the higher end
of the industry.
Strategy:
Managing Diversity:
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Promoting Efficiency And Innovation:
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level have no cubicles so it helps in enhancing the communication
amongst them.
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Similarly there is an effective hiring process. Only those people are
hired which the HR department would believe can easily blend into the
culture of the organization. This ensures harmony within the whole culture
effectively manages diversity.
Competitive Advantage :
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strong compared to his competitors. Coming at par with competitors would
require utilization of extra resources.
Major Competitors:
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Competitive Analysis Of Telenor:
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Learning as A Student Internee:
Bechelor of Commerce (hons) is the degree in which I was taught abt the
communication, Business Athics, Management ,Financial Accounts, Maintaining
financial accounts, Financial management ,organizational behavior etc ,so it was
compulsory for me to be associated with an organization in order to practically
apply the study which was acquired through out the four years. So I choose
Telenor being the prominent name in the telecommunication industry telenor has
widely spread into the Country .I was transferred to the franchise and there I
practice the daily operational work like inventory opening and closing, budgeting,
market analysis, product knowledge, and most prominently I was taught about
the Organizational Environment and the company related jargons that are as
important as company`s culture ,company`s policies are meant to be kept in mind
while practicing such internship and I was strictly prohibited in the areas or in the
departments which were accounted to violate the company`s policies when
interfered. So I enjoyed the internship tenure and I was taught the core
professional skills to undergo the professional career in this field.
are as follows:
1) Communication Skills
2) Organizational Interaction
3) Management Skills
4) Practically possible Problem solving techniques
5) Analytical Reasoning
6) Handling the Emergencies
7) Theoretical Analysis
8) Company Jargons
9) Environment Recognition
10) Self Improvement
11) Self Correction
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Financial Statements:
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Conclusions & Recommendations:
1. Telenor is offering cheap rates for its prepaid and postpaid customers as
Compared to its competitors but the main area they are lacking is the way
to Communicate it to customers.
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Bibliography :
www.google.com
www.scribd.com
www.ask.com
www.telenor.com
www.telenor.com.pk
www.pta.gov.pk
www.zong.com.pk
www.wikipedia.com
www.mobilinkgsm.com
www.ufone.com
www.ntcpk.com/paktel.htm
www.waridtel.com/
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