2011

WATEEN TELECOM PAKISTAN

SUBMITTED

BY

MUHAMMAD IMRAN HUSSAIN

FALL-010-093

Submitted to

MADAM FARAH HAIDER

A Project on Wateen Telecom of Pakistan 05/02/2011 Prepared by Silent Challengers

DEDICATION
The Holly Prophet Mohammad (PBUH) from where all systems and standards for quality can be downloaded directly, which are applicable everywhere; from daily life to the dynamically changing business environment. & Our Respected parents, Our Respected Teachers and our friends whose love, prayers and magnanimous support have a great contribution in my carrier development and who taught us the true meaning of life

_________________________________

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

ABSTRACT
Telecommunication has always been the main field of interest of most of this student of business and administration. For the past few years the immense development in the telecommunication industry has received a tremendous boost after when the government went on the privatization spree, opted for economic liberation and lessened its control from the financial institutions. It resulted in the stream of private telecom industry in Pakistan. The telecommunication organizations were also affected by strategy, because new organization provides better services then the old one. The wateen is the largest telecommunication organization in the private sector and also faces the high competition in the country like PTCL therefore it change its strategy in the country and providing wireless, WIMAX and solution to the organization at corporate level its also provide the services to the single user. The reason behind selecting the Wateen Telecom Abbottabad is that this organization is multinational company in telecommunication centre and is consider one of the best institutions in the country. This Project is the essence of personal observation and cognition process during the one day of project program in wateen office in Mandian Branch; Abbottabad.We observed the branch carefully and gained a lot of information about Wateen. All praises to Almighty Allah, who gave us courage and determination to complete this project.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CONTENTS
Acknowledgement Executive Summary PAGE NO I II

CHAPTER-1 INTRODUCTION & HISTORY OF WATEEN

2.3 An overview of the company 2.3 The Abu Dhabi Group 2.3 Vision 2.3 Mission 2.3 Core Philosophy 2.3 Slogan 2.3 Objectives 2.3 Corporate History 2.3 Background and Associates 2.3 Scope 2.3 Limitations 2.3 Methodology 2.3 Wateen at technological edge

10

CHAPTER-2 THE WATEENS STRUCTURE

2.1 2.2 2.3 2.4 2.5 2.6 Company Board Executive Committee Wateen Shareholders Key Suppliers and Partners Wateen Affiliates Wateen Venture

15

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CHAPTER-3 WAREEN PRODUCTS AND SERVICES

3.1 3.2 Product Portfolio Telephony 3.2.1 Fixed Line 3.2.2 Calling Accounts 3.2.3 Video Conferencing 3.2.4 Video Telephony True Broadband Internet 3.3.1 WiMAX Broadband 3.3.2 Cable Broadband 3.3.3 DSL Broadband 3.3.4 Dial-up Internet Secure Networks Services Hosted Solutions Coverage 21

3.3

3.4 3.5 3.6 3.7

CHAPTER-4 ENVIRONMENTAL FACTORS

4.1 4.2 Micro Environmental Factors Macro Environmental Factors 4.2.1 Political 4.2.2 Legal 4.2.3 Economic 4.2.4 Social 4.2.5 Demographic 4.2.6 Education 4.2.7 Technological

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CHAPTER-5 RESEARCH SYSTEM

5.1 5.2 5.3 Observation Experiment Survey

CHAPTER-6 GENJERAL APPLICATIONS

6.1 Situational Analysis 6.1.1 Strengths 6.1.2 Weaknesses 6.1.3 Opportunities 6.1.4 Threats Value and Motivation to Employees Competitors Analysis

6.2 6.3

CHAPTER-7 Findings, Conclusion And Recommendations

7.1 Findings 7.1.1 Customer complaints 7.1.2 Complaints Reaction 7.1.3 Low Browsing 7.1.4 Invalid User Name and Password 7.1.5 Unable to Acquire Resources 7.1.6 No Mobility across Different cities 7.1.7 Favoritism and Nepotism 7.1.8 Lack of facilities to the customer and capacity 7.1.9 Unequal distribution of work 7.1.10 Expensive Conclusion Recommendations 7.3.1 Customers Complaints 7.3.2 Favoritism and Nepotism 7.3.3 Unequal distribution of work 7.3.4 Facilities to customer and capacity 7.3.5 Mobility across different cities A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

7.2 7.3

Acknowledgements
All gratitude and thanks to almighty ALLAH the gracious, the most merciful and beneficent who gave me courage to undertake and complete this task. We are very much obliged to our ever caring and loving parents whose prayers have enabled to reach this stage. We are grateful to almighty ALLAH who made us able to complete the work presented in this Project. It is due to HIS unending mercy that this work moved towards success. We are also very much thankful and presents salute to many individuals who have helped us in shaping this project .we are also very much thankful to lot of former fellows and contemporary colleagues who took the time and trouble during the last few days to speak to us about the way this text could be further improved. We have no words to express our gratitude to our supervisor, Madam Farah Haider, G. C. M. S Abbottabad, for his intellectual guidance, constructive suggestions, patience and wise comments without which it could have been rather difficult for us to complete this project. We highly appreciate the help and cooperation of the Mr. Rizwan Mir & Mr.Muhammad Ghufran Wateen Telecom Pvt Limited Pakistan Abbottabad branch, We wish to express our deepest and sincere appreciation to all our friends for their help, cooperation, and moral support. The last but not least, we would feel incomplete without thanking to our parents who pray for our brilliant success and bright future.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

EXECUTIVE SUMMARY
The rapidly changing technology market in Pakistan, as consumers became more aware and technically savvy over the last few years, offering immense potential for new technological products and services. Wateen realize this potential and follow the natural new product development process. Socio economic, legal and political forces and their bearing on the market dynamics were examined and it was ascertained that the market conditions are volatile and uncertain. Consumers were found to be more aware and more demanding and although the per capita income showed and upward trend; yet they were found to be price sensitive as well The market can be segmented into three clusters based on their SEC class (Socio-economic class). These were declared as SEC AB, SEC BC and SEC CD clusters. SEC AB preferred value for money i.e. price and quality, where all value was attributed to the picture quality factor. SEC CD liked customer service, maximum number of channels and variety of channels offered. SEC BC preferred all of the six attributes and made little differentiation among them.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CHAPTER 1 INTRODUCTION AND HISTORY

An overview of the company
Wateen Telecom Limited is another venture of Abu Dhabi Group in the telecom industry of Pakistan, after the launch of Warid Telecom (Pvt) Limited. The company was incorporated in March 2005 and commenced its LDI from May 01, 2005. A present, the majority of the share holding (80%) of WTL is with Warid Telecom International LLC and followed by 20% with Bank Alfalah. The fresh issuance of share will eventually dilute the holding of both companies Wateen Telecom Limited was incorporated in Pakistan under the Companies Ordinance 1984; on 4 March 2005.Wateens successful four years of operations in the telecom industry of Pakistan speak for itself. Some of the businesss salient features are presented below: Wateen is the largest alternative LDI operator in Pakistan. Largest commercial and first nationwide 3.5 GHz WIMAX network rollout in the world covering 22 cities and more than 1100 sites (900 live). Largest operator of Satellite services in the country (c. 500+ MHz in use). Wateen has one of the largest Optic Fiber network spanning over more than 10,000 km (including Government of Pakistan USF projects) across all the four provinces of Pakistan including metro connectivity in 22 cities. This network provides the backbone for Wateens National Transmission Services. Wateen with its Managed Capacity services (OFC & VSAT) serves almost all the major GSM and telecommunication companies in Pakistan as well 86% of the Banking sector. Wateens FTTx (for provision of Cable TV services) and infotainment products are also being nurtured to ensure maximization of long term shareholder value. Sales performance has also been quite encouraging and consistent with over 20,000 monthly additions to the broadband internet and telephony subscriber base. Sales growth has been far steeper compared to the industry average, evident from the fact that Wateen enjoys over 60% share of the wireless broadband market. Wateen recently closed the largest syndicate financing transaction for the year 2010 raising PKR 4.7 billion from leading banks in the industry even in these challenging times showing the confidence of the market in A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Wateens business model and operations. Wateen also successfully closed one of the largest Islamic Financing deal in the same period. ARCH-e-decon a leading evaluator in the telecom industry estimated current value of Wateens key strategic assets at PKR 17,289 million translating into intrinsic value of PKR 52.5 per share. such a high book value share will now be available through the IPO at par value of PKR 10.0 per share-a huge discount for the people of Pakistan to benefit from

The Abu Dhabi Group

The Abu Dhabi Group is one of the leading business groups in the United Arab Emirates and is one of the largest foreign investor groups in Pakistan; Under the leadership of its Chairman His Highness Sheikh Nahayan Mabarak Al-Nahayan, the Group has grown to include diversified business interests ranging from banking and financial services, hospitality, construction, telecommunication services, real estate development and management, manufacturing and various other interests in industries such as sugar and healthcare; Over the past 10 years, the ADG has invested over USD 2.0 billion in Pakistan; In recognition of H.H Sheikh Nahayan Mabarak Al-Nahayans contribution to Pakistan, he was awarded with the Hilal-e-Pakistan, the highest civil award in the country in May 2005.

Vision
To launch Pakistan into the 21st century digital revolution by providing complete communication and media solutions to Telecom Operators, Corporate, Consumers and to be the leading Carriers Carrier by creating a world-class cutting-edge network to deliver a broad range of reliable, affordable and quality customer-centric services. To make Pakistan a regional communications hub, inter-connecting the East with the West and Central Asia

Mission
To provide affordable communication services that meet and exceeds customers' requirements. To deliver high-quality, flexible and innovative solutions that is cost effective and conducive. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

To provide complete customer satisfaction on time, every time. To make Broadband Pakistan a reality.

Core Philosophy
"Our core philosophy of honesty, transparency in customer dealings, product innovation, excellence in customer service and our commitment to be a responsible corporate citizen pervades this website

Slogan
The Faith that guides.

Objectives
The objective of this project is to give overview of marketing strategy of Wateen Telecom services to viewers in Pakistan. To launch Pakistan into the 21st century digital revolution by providing complete communication and media solutions to Telecom Operators, Corporate and Consumers, to be the leading Carriers Carrier by creating a world-class cutting-edge network and to deliver a diverse range of reliable, affordable and quality customer-centric services. It includes introduction of company and product, external and internal environment, market and competitor analysis, and marketing mix.

Corporate History
Wateen Telecom is a part of Warid Telecom International LLC, an Abu Dhabi Group company led by His Highness Sheikh Nahayan Mabarak Al Nahayan. The Group is one of the largest in the Middle East and has diversified business interests comprising oil and gas exploration, Hospitality services, communications, banking, financial services, automobile industry and property development. The Group has large investment and a strong presence in Pakistan Owing to the significant patronage from the Abu Dhabi Group, Wateen Telecom, as part of the Warid Telecom International Group Company, benefits from an eminent portfolio of distinguished shareholders of Warid Telecom International L.L.C. Simplicity Practical and easy-to-use Friendship Customer satisfaction is foremost Quality Premier Services; no compromises Innovation Always at par with the latest technology Honesty Practice what we preach; integrity, ethics and open communication. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Background and Associates

In 1997, several commercial business companies came together and formed the Abu Dhabi Group, which today consists of 10 companies, two of which provide fixed and mobile communication services to users throughout Pakistan. The Abu Dhabi Group consortium (The Abu Dhabi Group) is one of the largest UAE based group of investors actively participating in investment activities in Countries like Pakistan, Bangladesh, Iran, Uganda, Republic of Congo, the Middle east and growing. The market value of only the consortium portfolio can easily be stated to be in excess of US$ 10 billion. The flagship entity of this group is the 5th largest commercial bank,(Bank Alfalah) in the country which was acquired in 1997 through the privatization program with a paid up capital of PKR 13.5bn and an asset base of PKR389bn. Another group company is Warid Telecom, which was founded in 2005 when the Abu Dhabi Group saw an opportunity to accelerate the growing penetration of mobile phones in Pakistan and submitted a bid for a GSM license. With the 3 license in hand, the group tasked Warid Telecom with differentiating itself in the marketplace by offering high quality, enhanced security and reliable service. Within six weeks of launching its new network, Warid was providing service to 1 million subscribers and today, the provider is the third largest and fastest growing mobile GSM Company in Pakistan. On the heels of that extraordinary success, the Abu Dhabi Group then spun off Wateen Telecom from Warid in 2005 to leverage the growing demand for broadband services and to further evolve Pakistan into the 21st century digital revolution. Again, the goal was to differentiate the company from its competitors by offering high quality and reliable voice and data broadband service offered through next generation technology.

Scope
We was provided the opportunity to ask everything about WATEEN so we made equerries and got required information relating to WATEEN & ABU DHBI Group of companies.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Limitations
Due to narrow span of 1 day it is impossible to fully coverage of WATEEN. Moreover telecommunication is so vast that requires a long commitment and devotion for learning

Methodology
This project is aimed at two levels; the first is at the branch level and the second for the organization as whole. No secondary data is available at the branch level; hence all the observations of the project are result of primary data gathered from the organization from the following sources: The primary and secondary data is collected from the following sources. Introduction Wateen Management Brochures Internet We interviewed the manager and few employees in mandian office and collect the relevant data about their company and services strategies. Moreover we collected information through personal observation i.e. we take views and ideas of wateen customers about company services. During the project one of the major problems was limitation of time and less printed material available in the branch. But we collect information by collective observation and division of work.

Wateen at technological edge!

Wateen Telecom offers a wide range of telecom services mainly WiMAX, Fiber Optic and Satellite Services (VSAT) to retail and corporate clients. It has been providing end to end solutions including triple play for households (Voice, Internet and TV) and targeted corporate solutions for Urban and rural connectivity. Its Customers include 26 banks. So far, Wateen has 200,000 wireless broadband customers (60% market share).It has an optic fiber network across Pakistan including metro connectivity in 22 cities powering other telecom operators. It also holds 20% market share in the LDI business with more than billion minutes of traffic volume. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CHAPTER 2 THE WATEENS STRUCTURE

2.1 Company
Wateen Telecom is Pakistans one of the largest communication company in the private sector that has helped moving forward the country into a digital revolution with its ability to seamlessly connect and enable smarter, faster, costeffective and flexible communication solutions to reach its customers. Wateen Telecom Ltd continues to build on the heritage of its parent company-The Abu Dhabi Group. We believe in leadership through people. Our technology and service-delivery strengths stems from our valued employees who have joined Wateen from all over the world to earn customer trust and loyalty with a continuing commitment to the deployment of innovative products and services, reliable, high quality service and excellent customer care. Wateen offers a complete range of carrier class telecom and multimedia services like wireless and fixed line telephony, broadband for data, internet and TV/multimedia along with a host of other value-added services and applications like, DTH, Long-haul, Metro Rings, HFC, VSAT, WiMAX etc., to Set the standards for a new era of communications and entertainment in Pakistan.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

2.2

Board Executive Committee

Wateen Telecom is led by some of the most prominent and accomplished names in the world of communications. With years pioneering experience, a comprehensive technology vision and a focused and committed understanding of our business and customers' requirements, the management team of Wateen Telecom is an essential feature of our company's sustainable progress. 1. Mr. Bashir Tahir Group Chief Executive, Dhabi

& Advisor to HH Sheikh Nahaya Mabarak Al Nahayan 2. Mr. Pervaiz A. Shahid 3. Naeem Zamindar (Chief Executive Officer) 4. Furqan Qureshi (Adviser to CEO) 5. Syed Jibran Ali (Chief Commercial Officer) 6. Sajjeed Aslam (Chief Financial Officer) 7. Aamir Anwar Khan (Chief Strategy Officer) 8. Ali Khan ( G.M Enterprise & Carrier Sales) 9. Mian Omer Shah (G.M Customer Service) 10. Zafar Iqbal (G.M HR & Administration) 11. Amir Munsif Khan (G.M Information Technology) 12. Naila Bhatti (G.M Media) 13. Shoaib Nazir ( Chief Technical Officer) 14. M. Mazhar Qayyum Butt(G.M Government Regulations & Regulatory Affairs)

2.3

Wateen Shareholders

Wateen Telecom is a part of Warid Telecom International LLC, an Abu Dhabi Group company led by His Highness Sheikh Nahayan Mabarak Al Nahayan. The group is one of the largest in the Middle East and has diversified business interests comprising oil and gas exploration, hospitality services, communications, banking, financial services, automobile industry and property development. That group has large investments and a strong presence in Pakistan. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Owing to the significant patronage from the Abu Dhabi Group, Wateen Telecom, as part of the Warid Telecom International Group Company, benefits from an eminent portfolio of distinguished shareholders of Warid Telecom International L.L.C including:

His Highness Sheikh Nahayan Mabarak Al Nahayan, Member of the Royal Family of Abu Dhabi, Minister for Higher Education and Chancellor of the UAE Universities His Excellency Sheikh Suroor Bin Mohammed Al Nahayan, Chamberlain of the Royal Amiri Courts and Member of the Royal Family of Abu Dhabi His Highness Sheikh Hamdan Bin Zayed Al Nahayan, Member of the Royal Family of Abu Dhabi, Deputy Prime Minister of UAE His Excellency Sheikh Mohammad Bin Butti Hamid Al Hamid, Ruler Representative for the Western Region of the Emirate of Abu Dhabi and Ex Chairman of Abu Dhabi Municipality and Town Planning His Excellency Sheikh Saif Bin Muhammad Bin Butti Hamid Al Hamid His Excellency Dr. Mana Saeed Al Otaiba, Advisor to the President of UAE and Ruler of Abu Dhabi (His Highness Sheikh Khalifa Bin Zayed Al Nahayan) and Ex Oil Minister of UAE Mr. Omar Ziad Jaafar Al Askari, Director United Bank Limited, Pakistan; President and CEO of United Technical Services, Abu Dhabi; President and CEO of United Eastern Investment Corporation; Director of Fruit of the Loom quoted on the New York Stock Exchange M/S Electro Mechanical Company LLC, Representative of M/S Siemens in Abu Dhabi, UAE

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

2.4

Key Suppliers And Partners

Motorola Huawei Technologies CISCO IBM Polycom Microsoft National Engineering System Integrators

2.5

Wateen Affiliates

The Abu Dhabi Group has several international investments including:

Abu Dhabi Vegetable Oil Company - Manufacturer of edible oils Al-Ain Palace Hotel - A 4-star hotel in Abu Dhabi Dhabi Contracting - A special category construction company Dhabi Drilling - Offshore rig operations in collaboration with Sedco Forex Dhabi Enterprises Leasing - A company leasing several of the group's real estate properties across Abu Dhabi Iranian Sanden Industries PJS Co. - A joint venture with Sanden Singapore for the manufacture of car air conditioners in Iran J.C. Maclean and Co. - Manufacturer of high quality furniture Le Royal Meridien Hotel - Previously known as the Abu Dhabi Grand Hotel, re-branded in 2003 as Le Royal Meridien Hotel (it is a 5-star hotel in the heart of Abu Dhabi) Nama Development Enterprises - A representation of leading companies in UAE in the fields of oil and gas, engineering, equipment supplies, consultancies, etc. National Telesystems and Services (NTS) - A joint venture with Bin Jaber Group Ltd. and Thales International Middle East Holding S.A.L. Neo Pharma LLC - Manufacturer of pharmaceutical products

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

2.6

Wateen Ventures

Wateen Telecom's majority shareholder, the Abu Dhabi Group, is the single largest foreign investor group in Pakistan. The group has diverse business interests across the Middle East, Africa and Asia.

Abu Dhabi Groups major investments outside the Middle East:

Alfalah Exchange Company - a fully licensed exchange company

A joint venture between Bank Alfalah Limited and GHP Financial Services Ltd. (Switzerland) - in the business of fund management Alfalah Insurance Company - a general insurance company Bank Alfalah Limited - the fifth largest and fastest growing private bank in Pakistan with over 160 branches all over the country Raseen is a company that develops and markets software and applicatons for mobile and fixed telecommunications networks Taavun (Pvt.) Ltd. - a joint venture between the Government of Punjab and Abu Dhabi Group, focusing on property and real estate development United Bank Limited - the third largest private bank in Pakistan (major shareholding) A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Warid Telecom Pakistan - the 3rd largest and fastest growing mobile GSM company in Pakistan Warid Telecom Bangladesh - the latest licensee for mobile GSM services in Bangladesh Warid Telecom Congo Brazaville- the latest full communication operator including GSM mobile, WiMAX and infrastructure Wateen STM- a leading regional VSAT provider Wateen Telecom (Pvt.) Ltd. - a complete communications solutions provider

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CHAPTER 3 WATEEN PRODUCTS AND SERVICES

3.1 Product Portfolio
Wateen has chosen to place itself in the market as an umbrella corporation for telecommunication needs. The company segments its market as either whole sale or retail. The company offers diverse options to its client based on their business and individual needs. From broadband connectivity, telephony to Dark fiber and VSAT connectivity, the company has chosen to exploit all possible costumer segmentations. Wateens Product Portfolio Communication Wholesa Dark Fiber le Managed Capacity Solutions VAR Hosted Solutions Telehousing Retail Broadband Internet Data Portfolio Audio conferencing Video Telephony MNS CPS Calling Card/Calling Account Analogue and Digital TV Online Gaming Informant and music portal Media

3.2 Telephony
The Telephony Life-Style...

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

The convergence of communication is not only impacting the way we communicate and collaborate, it is essentially forcing us to rethink the way we interact with each other. Wateen Telephony brings you the ability to communicate and connect via voice with your friends, family, clients and business partners seamlessly and cost-efficiently..

3.2.1 Fixed Line

Wateen provides a high quality, hassle-free substitute to the traditional landline for homes and offices, through its cutting edge, high tech, state-of-the-art network.

3.2.2 Calling Accounts

Calling Accounts bring you to the world of hassle-free nationwide and international calling. With Wateen Telecoms corporate and home account packages, staying in touch has never been easier and economical as it gets. Our Calling Accounts are a complete calling solution with both postpaid & prepaid billing modes, with substantial savings for our customers.

3.2.3 Voice Conferencing

A complete conferencing solution Wateens voice conferencing server provides a high-end conferencing solution to our business users. It will provide your business with the perfect means to effectively deal with your internal as well as external clients especially for multi-site businesses, irrespective of whether the conference participants are based in Pakistan, or abroad. By seamlessly integrating within your existing setup, our conferencing solution will eradicate common problems such as loudness and echo and you would never need to worry about limiting the number of participants due to space, distance or cost constraints.

3.2.4 Video Telephony

As good as being there yourself Brace yourself to become a part of the 21st century corporate world. Wateens Video Telephony will provide your business with an innovative A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

means of communication which will help in connecting geographically disconnected offices. Wateen Video Calling gives your business:

The ability to connect physically dispersed branches & employees A cost effective mode of high quality, interactive, visual communication

3.3 True Broadband Internet

Making broadband Pakistan a reality... Broadband is a high-speed internet that enables messages or large amount of information to be transferred quickly among computers or other electronic devices. Connecting to the internet through a dial-up is a thing of the past. A broadband connection is the new way of doing business that is efficient and offers up to 20 times faster speed than dial up. You now have the option to go faster with Wateens broadband service on WiMAX, DSL or Cable.

3.3.1 WiMAX Broadband

Powerful & Affordable True Broadband Internet Business Solutions Broadband comprises of two integral fundamentals i.e.; capacity and coverage. Combine these two features with last mile wireless connectivity and you will have True Broadband Internet over WiMAX. With Internet speed ranging from 128 Kbps to 2Mbps, surfing the Internet is a whole new experience with enhanced speed, improved productivity and substantial cost savings. Utilizing the trusted 802.16e standard enables Wateens Wireless Broadband to easily adapt itself to the needs of almost any network configuration. At Wateen, we understand that your business is your lifeline. You and your organization need Internet access to interact with clients, suppliers and partners. Our goal is to provide you with a platform that offers the most reliable and best performing Broadband Internet access. Whether you are a small business or a large enterprise, Wateen has a right solution for you. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

3.3.2 Cable Broadband

Cable broadband is a term referred to providing Internet over HFC platform. Through this medium the subscriber can have an access over the internet services through hybrid fiber coaxial cable terminated into an EMTA or a cable modem. The internet over cable is much faster than an ordinary dial-up connection and helps you download data faster compared to a traditional dialup. True broadband connection means that you can have a connection ranging from a minimum of 128Kbps connection up to 1Mbps and you can surf the internet to download favorite movies, videos or music in lesser time. 3.3.3

DSL Broadband

In todays competitive business world, corporate and entrepreneurs have a growing requirement to transfer large amount of data, access remote information in real time and maintain efficient network access elements for online transactions. Wateen offers true and reliable Broadband Internet and Data Access on the latest DSL technology, operational in 30 cities across the country.

3.3.4 Dial-up Internet

Let Wateen take care of your needs for internet connectivity. Currently, we are offering fully charged dial up services in 69 districts. Wateen dial-up services offers you a complete internet solution. Experience the Dialup like never before

3.4

Secure Networks

In todays changing economic environment, information technology has become an important source of maintaining competitive advantage. While a transition is made from legacy IT infrastructure onto more sophisticated architecture, secured bandwidth availability is becoming vital for decision-making. Various business support applications spanning simple functions such as data sharing to more complex tasks like data warehousing and data mining rely on real-time information update from geographically dispersed sites and users. These applications are increasingly becoming data-hungry as front-end tools become more elaborate and complex. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

With our end-to-end data services, customers can either opt for point-topoint clear channel circuit that is a pseudo-wire connection, or go for a managed Layer 3 IP-VPN that offers complete flexibility and scalability.

3.5 Services
As technology advances, network operators and service providers are able to offer their customers an astonishing array of new services. Not withstanding, these new opportunities also imply a new set of challenges. Network operators business systems must be flexible enough to adapt to the new services. Most operators business support systems have been supplied by more than one vendor, which makes it difficult to adapt and integrate them. Wateen Telecoms Services offering stretches across a value continuum of service functions. Clients receive professional services through Project Interface that covers the Plan and Build service functions. Clients receive Managed Services through Service Interface that ensures consistent global service delivery. Wateen Telecom offers the following Managed Services functions: Support, Manage, Improve and Innovate. 3.6

Hosted Solutions

Businesses no longer need to build and operate IT and telecom services in-house. Instead they can acquire them through Wateen. This model alters the character and business value of networking technologies. Users only have to pay for the resources they require and deploy, just as they do for the electricity and gas consumption. Service and performance levels are guaranteed by stringent service-level agreements that require up to 99.99% percent availability. With Wateen hosted solutions, companies save on capital expenditures by not having to purchase any infrastructure equipment, and also limit operating expenses because no related maintenance, updating, and personnel costs are incurred. Companies that out-source network business functions via hosted solutions do not lose control over their operations. This is because the firms can negotiate the degree of in-house management and monitoring they wish to maintain with the service provider - even if the system is physically located at the provider's site. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

3.7
Abbottabad Bahawalpur D.I. Khan Faisalabad Gujranwala Gujrat Hyderabad Islamabad

Coverage
Available in 22 cities Jhelum Karachi Lahore Multan Okara Peshawar Quetta Rawalpindi R.Y. Khan Sahiwal Sargodha Sheikhupura Sialkot Sukhur

Unlimited Bandwidth Capacity Recent years have seen a shortage of bandwidth capacity in the country due to emergence of many new players in the telecom industry. Wateen entered the carrier's carrier market with the aim of bringing a revolution in the telecom industry, by providing a virtually unlimited capacity to cater for the ever increasing bandwidth demands of the country. Wateen aims to differentiate itself by providing strong Service Level Agreements to its customers. With dedicated Account Managers and 24X7X365 Operations and Maintenance support, our customers can enjoy international standard service that has never been provided before in the country. Dark Fiber Provisioning Wateens Dark fiber or unlit fiber is defined as an actual point to point physical fiber along a right of way, but is unused and does not include transmission equipment lighting the fiber. Wateen will provision and maintain fiber optic capacity between selective locations where the equipment necessary to power or light the fiber is provided and maintained by the customer. International Gateway Our doorway for international traffic, i.e. Wateens International Gateway is the intelligence behind all international calls. It consists of a A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

high capacity robust telecom infrastructure, through redundant undersea cable and VSAT links. Wateens International Gateway is connected via an intricate mesh network to leading telecom operators all over the world, thus ensuring the highest level of availability and competitive pricing, without compromising on quality. Whether you are a wireless local loop operator in Pakistan, an incumbent or PTT in South America, a cellular-mobile operator in Africa, or a wholesale carrier in Europe, we have a solution for you, and offer multiple modes of interconnection.

CHAPTER 04 ENVIRONMENTAL FACTORS

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

4.1 Micro Environmental FACTORS 4.1.1 Suppliers

Wateen is a corporate member Telecommunication. It has established the relationship with many suppliers. They dont have any specific suppliers. Moreover it includes different and a large number of suppliers for obtaining raw materials.
4.1.2

Consumer markets are important for all organizations by marketing perspective but for Wateen it is too important because It is related to Internet and telecom industry. Worldwide consumer markets. Consumed in the 85 countries of the world. Not only large but also dynamic, completely focusing on changing behavior. Fictitious product will also have a consumer market
4.1.3

Customers

COMPETITORS

Every company tries to provide greater value and satisfaction than its competitor do. Following are the main competitors of the Wateen Company DSL PTCL Wi-tribe Threats of competition come from external environment. To improve its Competitive position Wateen has made joint ventures with its competitors.

1.2 Macro Environmental Factors

The macro environment has been discussed under the following A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

1.1

Political
The macro environment from the national and regional level perspective, the last couple of years have seen a lot of turbulence in the political arena. This as a result has translated into different measures from the government from setting curbs on the media, imposing watchdogs like PEMRA, to declaring freedom of press and the right to freedom of expression.

1.2

Legal
The impact of legal structures and regulatory bodies on Wateen. Regulations acted as stimuli and it affected the industry in various ways, negative as well as positive. We see in the subsequent paragraphs that the government curbs actually acted as stimulus to create demand for different channels of distribution. As the government regulated the transmission and broadcasts via these regulatory bodies, the media and the masses went looking for alternative means to transmit and receive information.

1.3

Economic
Low levels of spending in the social services and high population growth have contributed to persistent poverty and unequal income distribution. Pakistan's extreme poverty and underdevelopment are key concerns, especially in rural areas.

1.4

Social
The socio cultural environment of Pakistan has seen some major shifts in the recent past as Pakistan became part of the Global Village due not only to the technological advancements, but also due to opening up of the economy. As we became part of a global village, there was more access to information about other cultures, religions and customs. There were imprints of this openness as our society adopted some of these while rejecting others.

1.5

Demographics
A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

The decline in population growth and death rates indicate the future changes in demographics of the population. A substantial number of households run their own businesses or are self employed. The major businesses are import/export, manufacturing, and retail. The nature of business also varies by region. Recognizing the growth of the middle class, several multinationals have expanded the scope of their businesses in Pakistan. Services have also witnessed an enormous growth, offering attractive jobs and careers.

1.6

Education
Majority of the population with primary or no education live in the rural areas of Pakistan. Ideas regarding the importance of education are changing, aided by government programs to promote education. There has been an increase in the number of people attaining a level of education. Currently, the literacy rate is 54% in Pakistan. The government plans to improve it to at least 65% in the coming years. The main target is the rural areas where lack of educational infrastructure and awareness are the main constraints.

1.7

Technological
Probably the most profound affect has been made by the technological advancements. Flow of information has never been so swift and uninterrupted. Advancements in the fields of telecom, satellite communication, and information technology have been the driving forces behind this phenomenon.

CHAPTER 05 RESEACH SYSTEM

At services Wateen Products Wateen, we believe that research can help us make better so that people avail a better satisfaction. The role of the Research Center, is to help fulfill Wateen vision of Providing and Services central to enjoying a good time for consumers A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

everywhere. Different marketing programs are initiated and planned for every product of Wateen. With the Blend of primary data and secondary data Wateen formulates strategies for every product, and also for every country of the world. Wateen use three basic methods for obtaining the primary data. i) Observation ii) Experiment iii) Survey
i)

Observation

Wateen observes the attitudes, lifestyles and behaviors of the people residing in every different area of the Country. Wateen also observes the major changes in the sericulture environment and hit the target through Wateen products which are needed to be present in the market.
ii)

Experiment
As Wateen spends huge amount of money on research in market experiments in order to produce and provide better service products in the market. Wateen do the experiments in order to clearly determine the better services and other products. And emphasis on the Market experiments Wateen keeps on investing in Research and more than 10000 people around the world work to improve, find, and discover new product offers that are better for all of consumers so that consumers can live a better life. Wateen always keeps an eye on its competitors and basically greatly rely on competitive intelligence

iii)

Survey

Wateen also conduct surveys for better understanding of the consumer behavior, and stay up to mark according to the desires of the consumers which help in better planning and implementation of marketing mix as per required by the domestic and international market. So here for our new fictitious product we used this method for obtaining the primary data. In this way we came to know about the point of view and acceptance related to our product in the minds of people. The Survey result is as follow

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

CHAPTER 06 GENERAL APPLICATIONS Situation Analysis (SWOT)

The word SWOT stands for strengths, weaknesses, opportunities and threats respectively. SWOT analysis is a tool with the help of which we can measure the performance and prevailing condition of an organization. In SWOT analysis we can easily identified the problem facing by the organization and its remedial actions. SWOT analysis is A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

used to focus Wateens business to enhance strength and eliminate weaknesses, take advantage of opportunities edge against threats.

Strengths
Related Business: Wateen Telecom is already into
telecom business and has developed managerial and technical capabilities.

Innovation: The Wateen has an innovative addition

to the service as far as Pakistani market is concerned. It is in line with the policy of the company to tap the markets where consumers needs are not being addressed.

Brand equity: The Company has an established

brand name.

Extensive distribution channels: Wateen has

extensive distribution channels for the distribution of its new service.

Market

oriented: Companys comparative advantage lies in already accumulated knowledge, experience and data in the field.

Financial muscle: Wateen has sufficient resources to invest in

the new project.

Weaknesses
Unpredictable market: Pakistani market is very unstable. Unskilled
workforce: Specialized training is required for workforce and management to cope with new challenges emerging from the introduction of the new service. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

 No existing alliances: The company is making

alliances with certain new suppliers for the equipment etc. which, at present it does not have.

Low initial returns: Return on investment is

initially low.

Cannibalization: The Company has also launched

cable service for some areas. Due to launch of DTH these services are cannibalize each other.

High turnover rates: The Company has not been

able to retain good employees for long term. It would also hamper the ability of the company to handle the launch of new service successfully if the turnover rate does not come down.

Opportunities
not satisfied with the existing service because of various reasons including interruptions, a lot of advertisement, poor customer service etc. They have responded enthusiastically towards the Wateen service.

General flaws of existing services: people are

access: The biggest opportunity in Pakistani market is that there are certain areas where the services of competitors can not reach. In those areas there are sufficient people who need the services the company plans to offer. So, there are A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Remote

sufficient unmet needs in the market which can be catered through the Wateen.

Inflexible existing services: In some areas the

existing services are not offering to satisfy the customer. The Wateen services are promising as it would provide exactly what customer needs.

Growth

in the market: The market for entertainment is growing with the growth of middle income segment in Pakistan. These customers are increasingly demanding better services as far as entertainment is concerned.

Threats
Legislative environment: Negative legislative
developments remain a threat to the success of Wateen.

Downturn in economy: The down turn in Pakistani

economy might have impact on disposable income of the population. General well being of economy always has favorable impact on all the businesses Wateen services would not be an exception.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

 Little potential differentiation: It is expected

that other competitors would enter the market. It might start price war between Wateen Telecom and potential competitors. In that case there would be very less differentiation Wateen would be able to offer given the nature of the service.

Increased bargaining power of suppliers: The

Company would need vital alliances with suppliers and other partners. They might be suppliers of the competitors. Suppliers bargaining power might increase in that case making input costs high and leaving the company in difficult position.

Uncertain demand: It is very difficult to estimate

the exact demand for the service. There might be variation which could result in losses for the company.

Employee retention: The Company might lose its

key personnel to other competitors once they enter the market. So, retention of good staff would remain a challenge and losing it would always present a threat.

Short product life cycle: The Company would

have to continually innovate given the nature of the industry. Fast pace of technological developments might render the services obsolete in few years and it might be replaced by more advanced technology.

Value and Motivation to Employees

Wateen provides the following benefits to its employees:

Environment and Culture At Wateen we have a unique environment to work for since it houses a diversity of skills, backgrounds, viewpoints and A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

experiences from around the world. It is ensured that hiring is based on merit, skill and ability, without regard to race, color, religion, sex, national origin, ancestry, age, physical or mental disability, military or veteran status, marital status, or any other classification.

Competitive Pay Wateens pay and benefits programs reflect how many the employees and their families are valued. These programs are among the most comprehensive and competitive in our industry. Wateen pay practices are designed to attract, motivate, retain and reward employees with competitive base pay complemented with short-term and long-term incentives. Wateen believes in compensating employees in a manner comparable to our competitors in the industry. Wateen also fosters a pay-for-performance culture that provides employees with opportunities to earn higher levels of compensation and receive rewards tied to company, team and individual performance.

Comprehensive Employee Benefits Wateen makes a significant investment in employee benefits, an important part of each employee's total compensation. The benefits program is reviewed each year to ensure that the plans are cost effective and continue to provide competitive benefits meeting the needs of our employees and their families.

Competitors Analysis
Long Metro FTTH Wireless Haul Broadband Wateen PTCL CyberNet Mobilink World Call Y Y N Y N Y Y Y Y Y Y N N N N Y y N Y Y Hosted Solution s Y N N N N System Integratio n Y N N N N VSAT Y N Y N N

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

Super net

6.1

Core Competency

FINDINGS, CONCLUSION AND RECOMMENDATIONS Findings

There are some findings of wateen which are: Customers Complaints Wateen has more complaints regarding with speed and connectivity. The main problem of wateen is signal problems. Signals for Wateen device are very important having less signals means, slower internet speed. Complains Reaction A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

In wateen there is very slow reaction on complaints. No fast reaction on complains of customers should be taken. Low Browsing There is another issue in wateen is regarding with slow browsing. The customers are not satisfied with regarding to speed as they are expecting. Invalid User Name and Password The problem that customer suffer is Invalid user name and password problem. Unable to Acquire Resources Another problem is that unable to acquire resource. This is because of before all users can use there user name and password on same time on many device. But now if any one shares his user name and pw then he will face problem like this. No Mobility across Different cities Another problem is that there is no mobility possible across the different cities. Favoritism and Nepotism During the employees hiring, selection, transfer and promotion there done a lot of favoritism and nepotism. Lack of facilities to the customer and capacity In the office there is no appropriate facility for customer seating, they stand for long time in proper manner because of lack of facility and capacity poor facility counter services during the rush hours. Unequal distribution of work There is no proper manner of work distribution. Expensive Wateen is expensive and we need to pay a security fee plus some other fee to installation charges etc.

Conclusion

After this wonderful opportunity at wateen telecom, we had learned great knowledge. The company has a really great environment with multinational structure and the employees are so much cooperative. But as there are indigestive in any organization the wateen has also some gaps which I mentioned before. Putting beside these problems this A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

corporation is very successful and will retain for a long time in stock market.

Recommendations
With the help of deep analysis we give some recommendations of various findings, which can be benefited to branch and also in favour of customers. Customers Complaints There should be an information desk to provide the information and to receive the complaints of the customers in the branch. There is no complaint box in the branch and no person is available to take complaints. Every person can not go to manager to complaint because most of the people hesitate. I suggest to management to install complaint box in the branch, and recruit a special person for that purpose which give benefit to the branch and also guide the people when they entered in the branch. Favoritism and nepotism In Wateen we saw there is a lot of Favoritism and nepotism. Some of the employees are transferred to various places due to the relationship they have with upper class. If they are unsatisfied with those places they can cancel their transfer in few weeks. WE saw that number of employees performing work at the same seat from last couple of years. It put very bad effect on employees who are hard worker and having potential. So we suggest there should be no Favoritism and Nepotism and no political activities should be undertaken and there provide a favorable duration of time to employee to show his performance. Unequal distribution of work For every organization it is very important to distribute and provide individuals own work and duties. If there would be a work burden and not clearly mentioned his responsibilities then he/she cannot perform his work in proper and efficient manner and chances of mistake become increased. So we suggest to the management to allot every individual with his own duties for which he had been selected. Facilities to customer and capacity There should be proper facilities to the customer proper seating where customer can sit properly and can wait for the person to whom they may concern. A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers

During the project we noticed that if there is proper seating and capacity for the customer then it is benefited for branch as well as customers of the branch. Mobility across different cities Wateen devices are WiMAX devices and they work on signals during our project we noticed that most of the customers wants mobility of the wateen devices because they want to use it in different city for there business purpose. WE suggest that if the mobility of wateen devices becomes possible in different cities then it become so much benefited for the organization as well as for customers.

A Project on Wateen Telecom of Pakistan Prepared by Silent Challengers