Internship Report: On Sales & Operations of

INTERNSHIP REPORT
On
SALES & OPERATIONS OF :
Prepared For:
Mr. Ahmad Mujhtaba Malik
Lecturer at GIL-Global Institute Lahore
Prepared By:
Abdullah Inayat
Id-F13BBA013
GIL-Global Institute Lahore
MOBILINK GSM (PMCL)
Letter of Transmittal
Dated: 30th October 2017
Mr. Ahmad Mujhtaba Malik
Lecturer GIL- Global Institute Lahore
Subject: Submission of Internship Report
Dear Sir,
I, Abdullah Inayat Student Of BBA Program, Glad To Say That I Am Now

Submitting My Internship Report After Working 8weeks In Mobilink GSM As
An Internee. I Worked As Sales & Operation Supervisors Under The Marketing
Department Of Mobilink South. My Reports Includes All The Assigned Task
That I Have Done During My Internship Period Specifically Handling All The
Sales & Promotions In That Particular Territory.
Hence, I Am Here By Submitting My Report Hoping That You Will Appreciate

My Details, Research And Findings. In Case Of Any Verification Of My
Certificates And Reports You Are Most Welcome To Concern With Me.
Thank You.
Best Regards,
Signature of Supervisor
Abdullah Inayat
Id-F13BBA013
GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 2

MOBILINK GSM (PMCL)
Acknowledgment
First Of All I Am Very Grateful To ALLAH-RAB-IZZAT Who Provide Us

Such Command, Efficiency And Capability To Achieve The Targeted Goals.
Without His Help I Would Not Be Able To Complete This Report.
I Am Very Thankful To My Teacher Sir Ahmad Mujhtaba For Giving Us

Resourceful Knowledge, Command And Cleared My Ambiguity. His Coaching
And Unique Teaching Style Gave Me A Clear View To Understand The
Productive Outcomes.
Then, I Would Like To Acknowledge The Support Of My Colleagues And

Specially My Management Who Provide Me The Real And Appropriate
Material That Helped Me In My Report Completion.
Hopefully, Our Efforts Will Be Highly Regarded And Appreciated.

MOBILINK GSM (PMCL)
TABLE OF CONTENTS
Contents
INTROTUCTION OF STUDY ...................................................................................................................... 7
Background of Study .......................................................................................................................... 7
Purpose of the Study....................................................................................................................... 7
INTRODUCTION OF MOBILINK (Pakistan Mobile Communication Limited) ......................................... 10
History .............................................................................................................................................. 11
Vision Statement of Mobilink ........................................................................................................... 11
Mobilink Mission Statement ............................................................................................................. 11
Mobilink’s Values .............................................................................................................................. 11
Goals and Objectives .................................................................................................................... 12
MOBILINK’s Merger with Warid............................................................................................................ 14
Radio Frequency Summary ........................................................................................................... 15
VoLTE Testing ............................................................................................................................. 16
Marketing Strategies ............................................................................................................................. 17
Marketing mix ................................................................................................................................... 17
P R O D U C T ................................................................................................................................. 17
1- Jazz X - Feature Phones and Smart Phones .......................................................................... 17
2- Mobicash / JazzCash ............................................................................................................. 17
Product Service ................................................................................................................................... 18
Jazz Business Mobile .................................................................................................................... 18
P R IC E ......................................................................................................................................... 19
P L A C E ........................................................................................................................................ 19
Management & Governance................................................................................................................. 21
President and CEO ............................................................................................................................ 21
Board of Directors......................................................................................................................... 21
List of people in board of directors to whom Mobilink is governed............................................. 21
Marketing & Sales Analysis ................................................................................................................... 22
Sales & Operations ................................................................................................................................ 24
WEEKS OF INTERNSHIP ......................................................................................................................... 26
SWOT ANALYSIS .................................................................................................................................... 32

MOBILINK GSM (PMCL)
Organization Structure.......................................................................................................................... 35
FINDINGS & PROBLEMS ........................................................................................................................ 36
CONCLUSION......................................................................................................................................... 38
RECOMMENDATIONS & SUGGESTIONS ................................................................................................ 39
ANNEXURE ............................................................................................................................................ 40

MOBILINK GSM (PMCL)
CHAPTER #1

MOBILINK GSM (PMCL)
INTROTUCTION OF STUDY
Background of Study
As a part of a academic requirement for completing my program Bachelors of Business
Administration we are commanded to undergo a 8 week internship in your specified field.
This report is on Mobilink Gsm (PMCL) founded by Motorola and Saif group a market
leader in telecommunication Pakistan.
Purpose of the Study

a) The main purpose of the study is to gather appropriate and relevant information to
produce internship report on Mobilink GSM.
b) To learn and use the management techniques that are acquired during the studies and
find out the best possible solution of the problems.
c) To observe, examine and interpret the data in productive manner.
d) To work practically to enhance the skills.
Scope of Study
As an internee my corporation with company was being a part of the Sales Operation
Department. It was a great experience that helped me to realize my potential in marketing.
What i learned over the weeks while doing internship was to understand the organizations
environment and collaboration with other people that increased my confidence and improved
by personal as well as interpersonal skills. This also prepared me for future in sales and
marketing department and also in customer relationship management.
Even though the nature of work was quit basic but it gave a great exposure that is ideal for a
internee to enhance his skills. This report reflects the nature of my work and responsibilities.
I learned the mature working experience in sales operation department where I have to
analyze and to supervise my team to achieve the short term goals. I also study the
organizations structure and analyze the hierarchy that enhanced my knowledge for the
completion of my report.
This reports includes all the required organizations knowledge and duties that I performed
during my internship and at the end there some recommendations & suggestion on the basses
of the swot analysis and the practical studies.

MOBILINK GSM (PMCL)
Research Methodology
The methodology reported for the collection of data is primary and secondary data.
Sources of my primary data are personal Observation and interviews of personals. And
sources of my Secondary data are : Books, Internet and internship reports.

MOBILINK GSM (PMCL)
CHAPTER# 2

MOBILINK GSM (PMCL)
INTRODUCTION OF MOBILINK
(Pakistan Mobile Communication Limited)
Pakistan Telecom Laws
From the day of independence the law that was imposed was “THE TELEGRAPH ACT
1885” and “ THE WIRELES ACT 1933”. The act 1885 was the first governing
telecommunication statue. The government was controlling and governing this law that was
imposed on telecommunication in Pakistan Likewise.
In 1962 this act was amended by POST AND TELEGRAPH ACT. The purpose was to
enforce the and better govern the postal , telegraph and telephone department.
Then, the era of innovation and development was started in 1990-91 that also changed the
scenario of telecom industry due to which a new act was promulgated Pakistan
Telecommunication Corporation Act 1991.
In 1994 to further more enhancement and liberalization a new act was imposed Telecom
Ordinance 1994 to promote , maintain and regulate a regulatory body was also established
Pakistan Telecommunication (PTA) , Frequency Allocation Board (FAB) and National
Telecommunication corporation (NTA). The act also caused government to incorporate
the Pakistan Telecommunication Company Limited (PTCL) under the company ordinance
1984 which then replaced PTC.
Finally a subsequent ordinance was passed known as Pakistan telecommunication (re-

organization) act 1996 which has the following slientfeatures :
 Create rules & regulation

 Transfer of telecommunication authorization to private sector
 Licensing

MOBILINK GSM (PMCL)
History
Mobilink is the leading GSM network in Pakistan that provides a range of prepaid& postpaid
data services to both corporate subscribers and individuals under the Brand name
“MOBILINK”. Mobilink was launched in august 1994 while it was founded in 1990 by joint
venture of Saif group and Motorola. In April 2000, Orascom telecom purchased 38.6% shares
in PMCL which was increased later to 68.69% by purchasing Motorola shares as well. In
2007 Orascom become owner of Mobilink Pakistan by purchasing 100%of its shares that also
increased the number of costumer in 2008 that were 32 million.
Mobilink was the first to initiate 100% digital GSM technology in Pakistan. He offered
variety of tariffs and plans for the users such postpaid (Indigo) Prepaid (Jazz) to achieve its
strategic goals. It has the state of the art infrastructure and solutions for its customers.
Mobilink was covering more than 9000 cities and 120 international roaming’s in late 2008. It
was providing enhanced costumer experience with highest quality voice over the Pakistan.
In 2007, Mobilink was covering 66% of population and 99% of urban areas and was
developing its own optic fiber cable.
Later the orascom telecom that was aEgypt based company sold Mobilink Pakistan to
Vimpelcom, a Russian based company.
Vision Statement of Mobilink

To be the leading telecommunication service provider in Pakistan by providing unique
communication solutions for our users while stipulate shareholder vale& Employee
satisfaction.
Mobilink Mission Statement

“To be a superior communication service company in Pakistan which provide the best value
to the customers, employees, business partners and shareholders”
Mobilink’s Values
Total Customer Satisfaction
Customers are at the center of our success. They have placed their belief and confidence in
us. In return, we struggle to predict their needs and deliver service, excellence and value
beyond their inheritence.

MOBILINK GSM (PMCL)
Business Excellence
We strive for quality in all that we do. We ambitions to the highest standards and raise the
standards for ourselves every day. This commitment to delivering world-class quality express
into noncompetitive service and value for our customers and all stakeholders.
Trust & Integrity

At Mobilink, we take prestige in practicing the highest ethicallevel in an open and sincere
environment, and by priding our commitments. We take personal duty for our actions, and
treat everyone honestly, and with trust and respect.
Respect for People

We respect and admire our employees and all stakeholders. We believe in teamwork, rights
and honor.
Corporate Social responsibility

As the market leader, we identify and fulfill our responsibility towards our country and the
environment we perform in. We contribute to suitable causes and are tribute to the
development and prosperity of the society.
Goals and Objectives

 Expand the business.
 Provide better service to people in the field of telecommunication.
 Retaining the role of a leading telecommunication company.
 Attract maximum customers and satisfy them.
 Excel in meeting customer needs.
 Seek employee involvement, continuous improvement and enhanced performance
goals.

MOBILINK GSM (PMCL)
Achievements
 ISO 9002 Quality Management System Certification for Billing, Engineering
Departments and CS Contact Center
 Implementation of a full Intelligent Network (IN) platform from Siemens for the
Prepaid platform
 Largest Call Center in Pakistan, which is there to assist the customers 24 hours
 Only cellular service in Pakistan to provide coverage on the M2 motorway
 Bilateral roaming in over 100 countries around the world with true international
roaming with over 300 operators across the globe
 First mobile operator in Pakistan to offer extensive GPRS Roaming and Black Berry
roaming services

MOBILINK GSM (PMCL)
MOBILINK’s Merger with Warid

Mobilink is a leading Public limited telecommunication in Pakistan operating in more
than 20000 cities, town’s villages along with more than 140 international roaming
countries. It is currently owned by Global telecom limited. Mobilinks current Ceo is
AMIR IBRAHIM.
Mobilink has the highest number of user in Pakistan with more than 5million figure
after the merger with warid telecom to make it “JAZZ”.
Jazz was formed in January 2017 after the huge mergences of warid with Mobilink.
Jazz provides its customers with highest voice quality and internet speed with the
frequency of 900 MHz, 1800 MHz, 2100 MHz.
Jazz has currently more than 3000 employees working all over the Pakistan.
It has over 8500 sites in the country with over 6500 kilometer optic fiber laid.
Mobilink Jazz always focuses on more costumer & employee satisfaction and
business excellence.
Its competitors are very active in the market to compete and reach the same number of
costumers that Jazz is having but due to the trust of users and company’s
commitment towards costumers creates a barrier to reach at their level.
Their direct Competitors in the market are:
 Telenor
 Zong
 Ufone
Networks
Huawei, Nokia-Siemens, Alcatel and ZTE are the primary vendors for networking equipment
at Jazz, including Radio Base Stations, Microwave equipment and network switches. Over 20
cities are also covered under Jazz's recently launched LTE service as well. Jazz
uses Ericsson for its intelligent networks and Acision for its SMSC. Jazz has invested over
3.9 billion US Dollars in their network.
In March 2017, Jazz inaugurated their new state-of-the-art Network Operations Center
(NOC), it uses IBM and Dell EMC to manage day-to-day network operations and provides
the company with 24x7 network surveillance. The inauguration of this NOC caused minor

MOBILINK GSM (PMCL)
network outages for users in some areas, however as the facility has become fully
operational, all network related issues have been resolved.
Radio Frequency Summary
Frequency Protocol Band Class Channel Width
900 MHz GSM/GPRS/EDGE 2G 12.4 MHz
1800 MHz GSM/GPRS/EDGE 2G 9.8 MHz
2100 MHz UMTS/HSPA+/DC-HSPA+ 1 3G 10 MHz
1800 MHz LTE 3 4G 15 MHz
Mobilink's participation in the 2014 NGMS Auction held by PTA allowed them to bid for the
3G license, which included a 10 MHz block in the 2100 MHz band. In July 2014, they
announced that they would have the country's largest network with over 9000 3G-ready cell
sites. Mobilink did not bid for any LTE spectrum in the 2014 NGMS auction.
Post-merger with WaridTel, Jazz was able to use Warid's technology neutral license allowing
them to become an LTE network using a 5 MHz block in the 1800 MHz band.
Jazz is currently in the process of decommissioning Warid cell sites and bringing the Warid
customers on to the new network. This process is slow and is happening in stages, Warid
customers are being told to replace their SIM cards with new ones issued from Jazz offices or
franchises across the country.
Spectrum reframing is also planned to allow more spectrum to be allocated to LTE, thus
allowing Jazz to stay in competition with Zong.

MOBILINK GSM (PMCL)
In May 2017, Jazz won the 2017 NGMS auction held by PTA.This includes a 10 MHz block
in the 1800 MHz (FDD-LTE Band 3) frequency to be used for Jazz LTE, whereas the current
5 MHz block is Warid's spectrum that is unlikely to have its license renewed in the future.
Jazz was officially awarded its 4G spectrum on 30th June 2017 by PTA. It has not been put in
use yet and Jazz LTE is currently running off the previous 5 MHz spectrum from Warid.
VoLTE Testing
Jazz has tested Volte over its network with it's partners Huawei and Nokia, announced in a
press statement. It is currently unclear what frequency band Jazz will use to roll out this
service, but it is the first operator in Pakistan to prepare for the launch of Volte in the country.

MOBILINK GSM (PMCL)
Marketing Strategies
Marketing mix
Marketing Mix depends on four P’s, these are discussing below:
1. Product
2. Price
3. Place
4. Promotion
PRODUCT
Mobilink offers both Pre-paid and Post-paid services. The two main products and services of
mobilink are:
 Mobilink Indigo
 Mobilink Jazz
Mobilink also have others products like
1- Jazz X - Feature Phones and Smart Phones
Jazz partnered with Haier Mobile to launch co-branded devices ready for use on their
network. These include feature phones and affordable smart phones. They are available for
purchase at Mobilink Sales and Service Centers.
2- Mobicash / JazzCash
Jazz had partnered with Waseela Microfinance Banking to make an entry into the branchless
banking market, initially launched under the MobiCash brand name; it was later changed to
JazzCash. It is a direct competitor to Telenor's Easypaisa. It allows users to pay bills, send
and receive money and purchase top-ups for prepaid mobile numbers.
It also has an application available on the Google Play Store that allows users easier access to
the JazzCash portal, rather than using the USSD menu to conduct transactions.

MOBILINK GSM (PMCL)
VEON (company)
VEON (formerly VimpelCom Ltd.) is a global provider of Telecommunication

services founded in 2009, incorporated in Bermuda and headquartered in Amsterdam. It is the
sixth largest mobile network operator in the world by subscribers (as of April 2012)[5] with
214 million customers (as per December 31, 2012) in 18 countries.[1] Most of the company's
revenue comes from Russia (39%) and Italy (31%).
VEON's brands include Beeline (in Russia and CIS), Kyivstar (in Ukraine), Wind
Tre in Italy and Greece, Djezzy (in Algeria), Mobilink (in Pakistan), Banglalink (in Banglade
sh), and others. Now Currently he is the Brand partner of Mobilink Jazz Operating its
services and providing many benefits to Jazz users.
Product Service
Mainly there are four product services of Mobilink with each having separate target markets
and positioning.
 Mobilink Indigo
 Mobilink Jazz
 Jazz X
 JazzCash
In this Report we focus only on Mobilink Jazz.
Jazz Business Mobile
Jazz Business Mobile consists of full control over Postpaid Plans, namely Postpaid Pro and
Postpaid Control, Mobile Data, Device Plans and International Roaming. Moreover, Jazz also
offers 'Business Line' which allows for one mobile phone number to have multiple extensions
such as those possible with a fixed line service, however without the need of equipment at the
customer premises.
Managed Services
Location and secure storage for business critical IT and networking equipment.
They also provide reliable cloud based web hosting services.

MOBILINK GSM (PMCL)
Mobile Device Management (MDM)
Jazz's MDM allows for Freedom, Customization and Remote Management. This is achieved
using Samsung's KNOX security platform.
PRICE
Amount of money the customers have to pay to obtain the product. Mobilink offers different
packages of different call rates:
 Jazz Budget
 Jazz Octane
 Jazz ladies first
 Jazz one package
 Happy Hour package
PLACE
Place includes company product availability places. Mobilink covering 20000 plus cities,
towns and villages. Sims is available over more than 400 Franchises allover Pakistan.
PROMOTION
 Jazz Recharge Promo

 Jazz Reactivation Offer
 Jazz New SIM Offer
 Jazz Ghanta Offer
 IDD Canada Offer
 UK IDD Offer
 Jazz Combo IDD Offer
 Jazz and Shell Promo
 Jazz Sunday Offer
 Jazz SMS Plus Offer
 Jazz Chota Bundle Offer
 Jazz All in One Offer!
 Jazz 24 Ghanta Offer

MOBILINK GSM (PMCL)
 Daily Unlimited SMS Bundles

 Voice + SMS Bundles
 Jazz Late Night Offer
 Jazz Budget Offer
 Favorite Numbers
Operational Departments
Amir Ibrahim is the current CEO of Mobilink Jazz and operating all his departments
successfully. He executed fair strategies that are required to achieve the strategic goals as
well the department goal to increase the productivity.
Jazz has following operational departments:
 Human Resource
 Sales Operation
 Customer Service
 Corporate Affairs
 Finance
 I.T support
Furthermore, it is divided into sub department to get more outcome all the decision are
centralized taken by head quarter situated in Islamabad.
The decision such as Financing, investing and Management are taken as centralized. It is also
divided as four regions:
 North
 South
 East
 West
Its 4000 franchises with 25 costumer services support centers and with all its operations
department are working in all above four regions.

MOBILINK GSM (PMCL)
Management & Governance

President and CEO
 2016: Aamir Ibrahim

 2014: Jeffrey Hedberg
 2008: Rashid Khan
 2003: Zouhair Abdul Khaliq
Board of Directors
List of people in board of directors to whom Mobilink is governed.
Name Position
David Dobbie Board Member
Hassan Helmy Board Member
Vincenzo Nesci Chairman and Board member
Aamir Ibrahim CEO and Board member
Mikhail Gerchuk Chairman and board member
NiazBrohi Board Member
Alex Shalaby Board Member
EmadShawkyFarid Independent Member

MOBILINK GSM (PMCL)
Marketing & Sales Analysis

In Today’s competing business world marketing is plays the role of backbone. Mobilink has
the great number experienced management that are consistently making and implementing
strategies to compete in mobile industry and and using their marketing plan to get customer
satisfaction & loyalty.
The Marketing department of Mobilink analysis the needs of the users and satisfy its users’
communication needs. This contains behavior research and to translate into pricing plans &
strategies. To marketers also recognize the new business opportunities to achieve more
profitability.
Mobilink has 3 major sources of marketing :
 Electronic
 Print
 Social
ELECTRONIC MEDIA
This is the major source that every organization uses to promote its product & service
through television which not just only visualize the appearance but also give audio features to
promote the benefits of the products.
Mobilink uses an confront advertising campaign to forcefully make a appeal in the market
and target its direct competitors. Mobilink always creates a emotional bond with its costumer
by showing inheritage of Pakistan and relating their product with their daily use that can
solve their problems.
Whereas Jazz Warid emergence always targets the youth and teens of the Pakistan. They
have the clear concept that youth always demands the lower rates with quality coverage and
that’s what they are delivering to every individual. Jazz makes a association with fun & Style.
Whereas, targeting the upper class Mobilink never compromises with status and prestige. For
youth they have a super brand model than they can associate it with their own brand.

MOBILINK GSM (PMCL)
PRINT MEDIA
Mobilink also uses print media as their primary source because they want to reach their
targeted audience as possible as it can. Mostly Mobilink uses Newspaper, Magazines and
Billboards to advertise.
Print Media provides them the cheaper and diverse way of conveying their message by which
they advertise in different languages in different territories.
These are some Print ads that Mobilink has advertised:

MOBILINK GSM (PMCL)
Sales & Operations

Mobilink has 104 billion revenue per annum that highest among all its competitors. It has
more than 3000 employees with most of them in sales & distribution department. It has 51
million costumers that are mainly caused by Marketing & sales departments courtesy.
The marketing department sets the goals and targets to achieve fair revenue. They use
different strategies to achieve more outcomes. Sales department is also conducting a research
to observe and evaluate the costumer’s needs and translate it into a real form that is usually
packages.
Mobilink provide its clients with unique expertise, diagnostics, and models that help deliver on
their customer value proposition as well as identify and rationalize operational investments to
improve margins and process efficiency. They provide direct support to client-process teams to
enhance and deepen the capabilities that will deliver sustainable, significant value for their own
organizations; their employee and their customers.Mobilink marketing department also help
management in improving product-development and innovation processes and reducing overall
operating expenses. Teams working with marketers build capabilities in organizations to achieve
sustained and substantial business impact.
Marketing Department always focuses on:
improve field-service operations by, for example, applying lean principles and dynamic
dispatching
increase efficiency and effectiveness of customer-care and sales operations, including store
operations
reduce open by applying a holistic approach to cost base lining and to initiatives prioritization
and design
build capabilities in the procurement function to enable clients to realize cost savings across
various categories

MOBILINK GSM (PMCL)
CHPATER# 3

MOBILINK GSM (PMCL)
WEEKS OF INTERNSHIP
Week 1-2 – Beginner
As an internee first week was quite difficult. Because that was the first step in the practical
fields and this was the time implement all the concepts that were studies in the particular
course. With the collaboration of management that quit friendly and believe in team work I
realize the duties that I have to perform in my particular era. As a beginner I have to
recognize what are the opportunities that can help me in gathering my required data what
hurdles I have to face.
I have performed the following duties in the first week :
 Understand the organizations environment

 Understand the Roles & duties that I have to perform
 Interact with management and seniors to get more help
 How to deal with costumers and retailers directly?
 How to manage the staff and get into the team work process?
 Understand the Business opportunities
WEEK 3-4
After the complete understanding about the organization and duties the basic duration was
over and now this was the time of imposition of performing of duties in a practical way.
According to my designation that was Sales & distribution supervisor I have to start visiting
my particular territory and check out the marketing strategies and campaigns in the market. I
visited every retailer in my territory that amount as 250-270 retailer in that specified area.
The intention was to take notice of the complains and resolve than in a appropriate way.
I worked as a team leader that was assigned to me to achieve the sales target and proper
customer satisfaction. Handling Complains was not just an easy task. I have shown the
classified inventory to retailers to know their demand and to supply them as well.

MOBILINK GSM (PMCL)
In major parts was how my sales team is working and they are dealing with direct costumers
and retailers for this I use the strategy of “ mystery shopper ” than completely worked and
gave some good results.
The major activities I performed in my Imposition weeks was as Following :
 Practical visit of Market

 Handling complains and to resolve them
 Mystery shopping
 Managing sales staff
 Support brand positing and advertising campaigns
 Work in collaboration with digital sales staff to manage websites and social pages
 Spending some time with HRM department and to know their techniques of hiring
better staff.
 Direct Interaction with retailers to provide recommendations
 Notify the issues that are in market to management
 Control the Supply & Demand
 Manage the inventory system
WEEK 5-6
In many companies, marketing departments turn into a kind of catch-all: they do lots of
tasks that in most cases are not related in any way to each other.
A common situation is that a task arrives to the company and this question arises:
 Would this correspond to the purchasing department? No.

 Would this correspond to the sales department? No.
 Would this correspond to the accounting? No.
 …
 Then this must be a task for the marketing department.
However, a company without a marketing department or at least a department in charge of

marketing is unconceivable. All companies are being aware that they need to get their
message to the client through the marketing department.

MOBILINK GSM (PMCL)
While Mobilink has a very strong department with its efficient and hardworking sales
management and I was part of. After the successful completion of my basic and imposition
week now this was my week 5-6 week where I got mingle with this organization. I worked
hard to perform my duties and now it’s time to monitor competitors and their strategy
towards Mobilink.
To establish a marketing strategy, it’s necessary to get closer to the clients and listen in order
to find out what their needs are. It’s a marketing department task, to plan the necessary means
for receiving customer feedback. And I did the same I got into a friendly relationship with my
targeted clients and follow their need.
I Created surveys and capture information of the sales team and customer support
(departments closest to the retailers) that may be relevant to enhancing or redirecting the
marketing strategies in the future.
I also conducted a Observation research about the competitors of Mobilink in that territory
and their impact on their own sales as well as market share of Mobilink. That’s why from
marketing, you must watch the competition to learn what they do best or to identify their
mistakes in order to avoid falling into them.
The marketing department is responsible for creating and disseminating images, messages
and ideas that best communicate the brand values. So, Campaigns were also under authority I
suggested management with much creative and effective campaigns them before. I also held a
meeting with some brand partner to know their issues and demands.
The Activities in these particulars weeks was:
 Focus on the Competitors Strategies

 Conducting a formal Survey to know better about market
 Track Emerging trends
 Work and Transmit Brand Value
 Listening to the Client’s needs
 Establishing a better Advertising Plan
 Creative Ideas regarding promotions

MOBILINK GSM (PMCL)
 Maintaining and improving of Threshold level

 Consistency and unified work
 Work with sponsors and retailers to achieve sales targets
Week 7-8
Every start has an end. And I was assigned as an internee for a specific duration of time and
this was the ending weeks of my period. I worked along with my Sales staff and management
that was quit friendly and gave useful instruction that helped me enjoying my work and
undertake my work with open & clear mind.
These weeks was actually finalizing my data providing Management a list useful instructions
that can adhere towards more efficiency and effective market plan. I carried on my activities
and visited every retailer, meet sales staff and monitor every activity. I always stick with the
basics but where there was a need and under my authority I used my entire creative mind to
do my best such as placing of banners and billboards at a right place with better threshold,
give instructions to sales staff to how to deal with diverse costumer maintaining the norms of
organization.
I always helped improving sales process and costumers because it’s the responsibility of the
marketing department to know the users and especially the customers’ feelings.
A good way for better knowing the customer is that all departments that have more direct
contact with the customer shall be working with the empathy maps.
In last weeks of my internship I performed following activities:
 Finalized my required data for completing my report
 Define strategic marketing plan to impose
 Submission of documented instructions for improving sales
 Performed Consisted Duties with commitment

MOBILINK GSM (PMCL)
 Provided them a precise review of competitor’s plans and their counter plans.
 Sales report and acquisition of new retailers
 Compiling and Classification of all the Data
As an internee that was a huge learning experience that opened my mind and took it to the
next level where my skills are much enhanced. This exposure was due to the Mobilinks
management courtesy that gave me such authority and also provided me a hard working sales
staff. I worked in my limits and according to my job specification. I did my best to give
possible outcome and achieved my sales target along with some unique suggestions.

MOBILINK GSM (PMCL)
CHAPTER# 4

MOBILINK GSM (PMCL)
SWOT ANALYSIS
Overall judgment of Strengths, Weaknesses, Opportunities and threats that a business
contains is known as SWOT Analysis. It provides a good overview of companies health
weather it is good or not. It is also useless in making strategies and strategic goals. It’s an
important factor to set up company’s mission.
The major Mind set to exploit opportunities realizing the strength more focus on threats and
improving the weaknesses. Mobilink gives a great understanding regarding its SWOT and
after a research and finding Following are its Strength, weaknesses, opportunities and threats.
STRENGHTS
 Having a great brand name with its traditional values that gives him a strong position
in the market.
 Pakistan’s Largest Telecom Company covering more than 20,000 cities and towns.
 Having more Strong market share in south Punjab than other networks.
 First Company to Offer “IR” with more than 150 countries.
 Merger with Warid telecom to enhances its number costumers that are currently 51
million.
 More than 500 operating Franchises with more than 4000 employees all over the
Pakistan.
 Ventures with all well-known brands such as HBL, Lahore Qalanders etc.
 Human resource is consider as companies assets.
 It is proud to have 97% recovery rate when default occurs
 Market strategies are more effective than others.

MOBILINK GSM (PMCL)
 Largest number of direct and indirect outlets in the entire country with more than
15000 associates, retailers, and distributors.
 Billing department now has is0 9001:2000 certifications, which is the first
certification of a telecom company in south east asia. In pakistan, only 5 other
companies have this certification.
WEAKNESSES
 Instead Of all its bigger strengths it is consider to be an expensive network

 Engineering department is not as responsive as their competitors have.
 There is a lot of load on the switch and sometimes customers get frustrated due to a
lot of congestion.
 There is a lack of coordination between departments causing inefficient use of
resources and redundancies.
 There are certain areas where Ufone service is available but Mobilink service is not.
 With the emergence of Warid Telecom Mobilink is struggling to provide same sort of
services that Warid was providing to its customers.
 The performance of the customer services software called Jupiter is at times slow
causing unnecessary delays and waits for the customer.
OPPORTUNITIES
 Potential opportunity is that GSM is now the need of every person in this world.
 To bring More innovative services & give more Packages.
 To involve into more big venture like they did recently with Lahore Qalanders, Geo
and Warid.
 Can Expand more its services towards Northern & southern areas where other
networks have less excess.
 Can use more Advertising Techniques to capture more costumers.

MOBILINK GSM (PMCL)
THREATS
 Biggest Threat is its competitors who are offering packages with less prices and high
speed internet with much enhanced speed like Zong etc.
 Employee turnover is very high is Mobilink due to its more costumers Mobilink has
high work stress with average wages that forces employees to switch over in other
company.
 With the Emergence with Warid its costumer start to decline due to clash & instability
in service of Warid.
 Have less Coverage in Northern areas while its Competitors like Telenor covering
more area.
 With the rise of CPEC more foreign investment will come and chances of more
competitors in Telecom industry.

MOBILINK GSM (PMCL)
Organization Structure
Organizational structure and design helps every company to understand themselves and
ideally to work together to achieve strategic goals.
Organizational Structure
“The formal framework by which job tasks are divided, grouped and coordinated”
This structure is actually the selection of an organization. The Mobilinks represents well-
organized system of control of operations and have very efficient administration who is
continuously viewing who is performing the various functions and tasks for the company and
how these projects relates to each other. Organization structure encompasses a list of various
job positions, titles, and duties of a business and the reporting structure or chain of command
among them.
Mobilink Update their organizational chart and make sure they are distributed to all employees and
sometime chart changes simply by adding position, promotion or shuffling of duties and
responsibilities change an organizational structure and thereby after the organizational chart.
Organizational Design
“Developing and changing organizations structure”
Good design takes inventory of all tasks, functions and goals of a business and then develops
grouping and ordering of jobs positions; departments and individuals to best and most efficiently
achieve those ends. Usually , designs are expressed through an organizational chart, which helps
players throughout an organization to understand functions.
Mobilinks Organization design process involves decision about six elements ;
Work specialization
Departmentalization
Chain of Command
Span of control
Decentralization
Formalization

MOBILINK GSM (PMCL)
FINDINGS & PROBLEMS

Finding is the facts that I have found and analyzed during my internship at Mobilink. I also
notified the problem faced by Mobilink operating in south with some realistic and adaptive
solutions. These are analyzes are mainly the fruit of my practical work experience in the field
of marketing during my internship.
Followings are the Problems that I find:
1- Job Rotation and Turnover
In South Punjab there is less literacy rate among the people but they are highly loyal towards
their organizations. While people who are well qualified give priorities to big companies like
Mobilink to secure their futures but due immense working experience and less wages and
incentives people are used to switch over after getting some good working experience.
Adding more there is more job rotation in Mobilink. If any position is empty or there is a
need of a employee management would prefer to give dual responsibility to a experienced
employee or with rotate his job. For example if some is working in Sales & Operations
department he can be rotated to indirect sales or in HRM department. This Cause Low
Satisfaction among the Employee and forces him to switch over.
2- Unequal Distribution of Work
Work is unequally divided among the workers. Some have work excessively more then their
Job requirement and some have to work very little. This creates a distraction among the other
employees as well.
3- Less Creative Promotions & Advertisements
There is no as such official department of advertisement in specific territory. While they stick
to the companies promotions only. Because the marketers than handle promotional
campaigns are experienced but use many old techniques that becomes useless and get less
attraction of employees. While there is no good placement of banners or billboards.

MOBILINK GSM (PMCL)
4- Mismanagement of Employees & Internees
At Mobilink Hiring of employees or internees are done on the basis of nepotism. Some
employees didn’t hold any commerce or management degree and they are designated to
management positions. While many engineers are working as sales managers and many
internees as well. Moreover, there are proper plans to train internees.
5- Limited Authority
Employees are given are restricted set of responsibilities they have to take consent of
management if there is something to do out of the course or routine which is very time
consuming.

MOBILINK GSM (PMCL)
CONCLUSION
Pakistan Telecom Industry has more Phenomenal growth in over the years, showing growth
rate of more than 90% in 2106 report. This not new but contains a consistency in market
while having a increase of 13% in direct foreign investment. The total revenue of Telecom
industry is Rs. 456,371 million with the high graph investment of $719.7 million in 2015-16
report. This shows the potential of Telecom industry while it is also consider being the best
and secure industry for the employees.
Although, many experts have critical analysis that this industry will show lower growth and
profit due to the more tax imposition and less foreign investment. But with the Occurrence of
3g & 4g internet by PTA this becomes the most profitable industry with higher growth rate.
3g & 4g speed is now extended towards the small cities and town and far areas as well due to
which wire internet services becomes less effective and people show more attention towards
3g & 4g services.
Although, Mobilink has enjoyed leading market share in over the years while its current
market share in 36% highest among its competitors. Even Mobilink is the market leader for
providing the most technological advanced products & services over the years. But its
competitors gave him a tough time that increased its market share and led to its market
diversification but it again a strongest position after the emergence with Warid telecom that
give more stability in the market.
Mobilink has to work on its promotional campaigns and its internet prices to be more
competitive in the market. Its main focus is on Revenue and customer satisfaction while
excluding the employees satisfaction. Mobilink has much more focused on customer support
programs it is also working for Social welfare programs such as IDPs, Jazz rising Stars,
Mobilink flood relief efforts and also Sms Literacy that will donate some rupees towards the
betterment of Pakistan Education System.

MOBILINK GSM (PMCL)
RECOMMENDATIONS &
SUGGESTIONS
My view point is that as Mobilink is the largest telecommunication network in Pakistan and it
has the higher market share than any other telecommunication network in Pakistan. But it
also has to tackle its problems and impose solutions.
As I Identified earlier, there is major problem of Job Rotation, unequal distribution of work
and Mismanagement of employees while the advertising issues also arise at the lower level or
territory wise.
Firstly, I would recommend that if Job rotation is essential then there must give as Official
status of Job rotation that will give more motivation and status to employee. While
employees can perform only one task In which they are specialized that will not help them in
performing complex tasks if they get into it. However in today’s business multi-tasking is
very essential because of more work requirements. So treasurer Department can make it easy
by giving more financial benefits to the job rotators and will motivate them to work more and
will also enhance their skills.
Secondly, I would like to suggest a proper training or workshops for internees or employees
to get better output. They must also awarded by equal distribution of work like others and if
they are assigned to do more work that must be for short-term and with paid period of time.
Thirdly, I will like just more innovation in advertisement and more smart techniques at lower
level or in some specific territories. Like they must follow the traditional ways and advertise
locally in local languages would a better option. They must offer smart calling and internet
rates as compared to other companies with more focused on Costumer care.
Lastly, I will say that Humans are Susceptible to experiments. Due to the rise of the economy
there would be more new entrants in telecom industry so Mobilink should keenly focus on its
customer retention rather than costumer acquisition.

MOBILINK GSM (PMCL)
ANNEXURE
Mobilink (www.mobilinkgsm.com)
PTA ( www.pta.com.gov.pk)
Dawn News (www.dawnnews.pk)
Orascom Telecom (www.otelecom.com)
Wikipedia (www.wikipedia.com)
ProPakistani (www.proPakistani.com)
Scribd (www.scribd.com)
JazzWarid (www.jazzwarid.com)
Reports Used:
 Orascom Telecom Annual Report 2014

 PTA annual report 2016
 Mobilinks Annual Report 2016

MOBILINK GSM (PMCL)
Organizational Chart

Internship Report: On Sales & Operations of

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Internship Report: On Sales & Operations of

Uploaded by

Copyright:

Available Formats

INTERNSHIP REPORT

Dated: 30th October 2017

Mr. Ahmad Mujhtaba Malik

Lecturer GIL- Global Institute Lahore

Subject: Submission of Internship Report

I, Abdullah Inayat Student Of BBA Program, Glad To Say That I Am Now

Hence, I Am Here By Submitting My Report Hoping That You Will Appreciate

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 2

First Of All I Am Very Grateful To ALLAH-RAB-IZZAT Who Provide Us

I Am Very Thankful To My Teacher Sir Ahmad Mujhtaba For Giving Us

Then, I Would Like To Acknowledge The Support Of My Colleagues And

Hopefully, Our Efforts Will Be Highly Regarded And Appreciated.

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 3

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 4

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 5

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 6

Purpose of the Study

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 7

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 8

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 9

Pakistan Telecom Laws

Finally a subsequent ordinance was passed known as Pakistan telecommunication (re-

 Create rules & regulation

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 10

Vision Statement of Mobilink

Mobilink Mission Statement

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 11

Trust & Integrity

Respect for People

Corporate Social responsibility

Goals and Objectives

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 12

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 13

MOBILINK’s Merger with Warid

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 14

Radio Frequency Summary

Frequency Protocol Band Class Channel Width

900 MHz GSM/GPRS/EDGE 2G 12.4 MHz

1800 MHz GSM/GPRS/EDGE 2G 9.8 MHz

2100 MHz UMTS/HSPA+/DC-HSPA+ 1 3G 10 MHz

1800 MHz LTE 3 4G 15 MHz

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 15

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 16

Marketing Mix depends on four P’s, these are discussing below:

1- Jazz X - Feature Phones and Smart Phones

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 17

VEON (formerly VimpelCom Ltd.) is a global provider of Telecommunication

Jazz Business Mobile

They also provide reliable cloud based web hosting services.

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 18

Mobile Device Management (MDM)

 Jazz Recharge Promo

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 19

 Daily Unlimited SMS Bundles

Jazz has following operational departments:

GLOBAL INSTITUTE LAHORE INTERNSHIP REPORT 20

Management & Governance

 2016: Aamir Ibrahim

David Dobbie Board Member

Hassan Helmy Board Member

Vincenzo Nesci Chairman and Board member

Aamir Ibrahim CEO and Board member

Mikhail Gerchuk Chairman and board member