Outline for Project Declaration Acknowledgement Preface Permission Letter Table of Contents Executive Summary The objective of the

of the thesis is to understand the overall decline of the internet business and to conclude how the largest Internet service provider in Pakistan is realigning its strategy to cater to the needs and demands of the market. Introduction Rational of study Research Objectives Problem Identification o o With new players in the market, fierce competition has begun. Typically, in Pakistan, the entrance of new markets ensure that price becomes a key differentiator. This implies that all new service providers in the last 10 years have played a very important part in reducing the overall price of consumer bandwidth. Unfortunately, service differentiation is missing in this country. You have seen of a similar trend with the cell phone industry. Instead of beating the competition of value-added strategies, Zong and other companies have strategically align themselves as the cheapest voice provider in the country. Wateen telecom was one of the pioneers in providing massive broadband to be consumer and corporate market. With such fierce competition, it is critical for Wateen telecom to still remain profitable. Overall cost of doing business in Pakistan has exponentially increased. The cost of gasoline, salaries, and overall infrastructure has diminished the overall profit margins.

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Hypothesis Research Plan Introduction of Organization Mission The overall mission of Wateen telecom is to be the Internet service provider of choice in the consumer and corporate market.

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Vision Statement you can get the data from our corporate website Objectives

you can get this data from our corporate website Organizational Structure Wateen telecom has gone through strategic changes over the last 10 years. It started out as a sister concern of Warid Telecom and now is a public traded company in the Karachi Stock exchange. Being a public company, it follows a very lean and organized structure.

Board of Directors

CEO

Chief Transformation Officer

CITO

CFO

Chief Commercial Officer

Customer Service

Product and service

Human Resources

Engineering

Finance

Sales

Business Centers

IT

Marketing

SWOT Analysis provided by the Organization Our strategic thrust is in our nationwide deployment of fiber. The only other competitor in the market today is Pakistan telecommunication Corporation. With fiber all over Pakistan, the company can provide broadband services to an extensive region. In fact, due to the existence of fiber in all of the major metros, the company provides corporate services, and massive consumer products through fiber. In fact, the company has been extremely successful in deploying voice, telephoning, Internet, and even television to the consumers.

The second important strategic is the amalgamation of technologies. Exclusive of fiber deployment, the company also has the largest satellite service functionality in the country. It also boasts of being the first WiMAX nationwide service provider. Thirdly, with such extensive connections, majority of the banks, corporations, and institutes are using the Wateen backbone to send and received data. For these companies, Wateen is their lifeline.

Our greatest competitor is Pakistan telecommunication Authority. They have a similar network and can provide a very definitive service offering to the market. Their issue is slow penetration and weak deployment. Without a customer centric approach, they have not been able to play in the corporate market. The smaller service providers are fierce competition because of their size and their flexibility. Smaller companies have more energy, agility, and ability to take on exciting challenges. Interestingly, they have been eating up into the market share of Wateen for the last three years. Wateen telecom can strategically place itself in the market by re-engineering its processes and the realigning its value-added proposition. The ultimate success Corporation would be that they can easily provide value-added services that are unparalleled in the market. The blue Ocean strategy.

Organizations analysis provided by the Organization 1. 2. 3. 4. Planning Strategic Objectives Organization Policies Rules and Regulations

Wateen telecom is going through a major change. Majority of the top leaders have been replaced and the new management team is now successfully driving this corporation could new dimensions and markets. Extensive planning is taking place to realigning business proposition with markets that matter. In fact, the real differentiator is customer satisfaction at the end of the day. Wateen telecom is now listing closely to the markets and reevaluating the strategy, policy, and pricing accordingly. Market surveys and inputs from customers have enabled Wateen telecom to change its branding strategy and take it to a new level of momentum and zeal. Wateen telecom is moving forward with several strategic objectives. Namely, it is in the process of becoming a market leader in the corporate world and the first broadband service provider of choice to the consumer market. These are two massive markets that Wateen telecom is moving forward in tapping and enhancing. In regards to the corporate or, Wateen telecom is upgrading its network and creating a philosophy of resiliency and redundancy in the network. At the end of the day, the corporate world only cares about time and ease of use. These are the strategic elements that the Internet and themes are aligning their daily operations would. Secondly, the consumer market is bandwidth hungry. More and more corporations and consumers are now wanting more bandwidth. With the advent of Facebook and live streaming videos, the real market leader will be those that can provide quality of service and consistency of quality bandwidth. All of the corporations are now aligning their network and changing their consumer strategy to provide continuous quality and services. Similarly, Wateen telecom is moving in this direction as well. Organization policies, the vision and milestone of Wateen telecom defines the culture and the people that work in the company. Wateen telecom believes in having the best people for the right jobs and giving them a quality environment of excellence. In order to

achieve these objectives, turning programs, incentive programs, and professional environment is given to every single Wateen employee. The company has been successful and creating leaders for tomorrow. Rules and regulations Wateen telecom are strictly monitored and regulated. There is no room for cheating and fraud. In fact, the company and its money is owned by the public shareholders and stringent policies and procedures are in place to ensure that proper rules and regulations are followed strictly.

Organizing Departmental Functions customer service- all customer touch points should fall under the domain of customer service. This would be the business centers, franchisees, service engineers, and the contact center operations. The objective of having all of the customer touch points under one roof is to aligning division and momentum accordingly. Secondly, for all touch points there shall be uniformity and consistency of providing quality of service. Without having this under one roof, it is very hard to provide quality of service and a unilateral and systematic approach to customer excellence. Thirdly customer service is responsible for customer satisfaction and customer retention. The team leaders and organizational team leads are all developed to create an ambience of free will and customer centric mindset. Finance- the finance department is headed by the chief financial officer was responsible for finance, accounting, but dipping, and overall general financial management and health of the company. The objective of the chief financial officer is to ensure that the finances are meeting a certain premium and that they can maximize on the profit margins. Products and services- this department is responsible for creating value-added services, pricing, and introducing new markets and products into existing markets. The objective of this team is to Ensure in Pl., Wateen telecom as the preferred vendor of choice. Chief commercial officer- marketing and general commercial aspects of the company all reporting to this particular post. The chief commercial officer is to ensure that the company is running in a cost-effective manner. The Department is responsible to align the financials accordingly. The commercial team is responsible for prioritizing the tasks and projects that have a major impact on the financial business of the company. Engineering in the information technology division all reporting to the chief information and technology officer. This department is responsible for the entire engineering teams and the information-technology department. The engineering team is responsible for the front-end and backend network operations of the company and information technology provides the thrust and the capabilities to run the operation smoothly. In fact, within the domain of information technology, the company has resources that have successfully built the customer relationship management tools and applications. Wateen telecom is known to include majority of your applications and have been extremely successful. The engineering teams are

spread all across box on and provide 24 seven operational support to the organization. Human resource Department proportion to the chief transformational Sir. Previously this post was called director of human resource management. The transformation officer objective is to transform the company and to of been an effective organization. This implies having the right people at the right jobs. And creating a culture of customer centric excellence. This is where Wateen telecom with the enhancing and improving its operational functionality in the next few months. The first digit trust will come with the people and the quality of inputs that they bring to the table. Staffing Procedures\

People that are hired into Wateen telecom follow very strict hiring procedure. Many of times the hiring takes place referrals or via postings that are placed on the Internet. External agencies also provide quality candidates to the organization. Every single candidate has to go through a 360 cycle where they meet the different team leads. The overall consensus is to have several people meet the candidates before providing them a competitive salary into the marketplace. 1. 2. 3. Leading Functions Employee Compensation & Benefits Incentives & Motivations Employee Training and Career Development Program Wateen telecom provides a variety of different employee compensation and benefits. Namely, it provides healthcare benefits, insurance benefits and gratuity to its valued employees. Anyway has been with the company will be eligible for gratuity after four years. The healthcare benefits and insurance benefits starts after 60 days of employment. The other main benefit is the Provident fund. The company chips into a certain it amount and the employee also provides a certain portion. The amount starts accumulating and is released to the customer upon termination of service. Certain organizational teams are eligible for incentives. This would be the customer service or any other team that has certain key performance indicators that are driving the businesses. Wateen telecom is moving forward in providing a more detailed incentive program for specific key performance indicators and key milestones for every single company function. The company appreciates motivated employees and rewards the organization with bonuses if and when the business allows. The employees are sent to internal and external trainings and the carrier development program is now being enhanced by the chief gets probation officer. But in the objective is to provide a clear indication of quality attributes that are required at every single level. The company values and ensures that the customers and its employees go through rigorous training programs throughout the year. Wateen telecom has been providing internal training programs to a variety of different

organizational units and is proud to state that they are level of quality and material is at par with international standards and benchmarks

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Controlling Controlling companys Resources Personnel System Output/ Productivity resources could mean a many different things for different companies. I mean resources are the network elements in the human resources. We have a structured approach where the head of department or the Dir. of operations is fully responsible for controlling the resources within its own function and domain. Each team lead is also responsible for the people that reporting to him over and the assets that they control. A very controlled environment takes place to ensure that the company's resources are aligned and adjusted accordingly. As stated before, the majority of systems that are in place is developed by the information technology department. The main billing systems, customer service applications, and relationship management databases are all being maintained by the internal information technology Bartman. In addition to these services, information technology is also responsible for providing 20 4/7 support for the information-technology applications like Microsoft and e-mail services.

Literature Review/ Competitors Comparative analysis SWOT Analysis/ Research Findings & Data Analysis Companys Feasibility Report Suggestions & Recommendations Bibliography Appendix

The company has a very sound network that can further be built and expanded accordingly. The key differentiator in the market would be a timely and strategic alignment of resources and empowering people at every single level. Wateen telecom has been successful in being the first market leader. The question that they now have in question is the sustainability model. With the right resources and competitive advantage pricing and value added services, the company can move forward in a very different and new dimensions. After in consulting with a variety of different leaders within the company, this will take some time. It is better to properly prepare for a very competitive and fierce market then to take analysis and start making the resources and aligning the assets accordingly. Wateen telecom is ready to take on the challenge and put its resources for the long-term. The service offerings need to be at a certain quality and benchmarks. International standards and benchmarks are being

reviewed to ensure that the quality of service is at par with international standards. Wateen telecom is also reaching out to its customers and building their networks according to the needs and requirements of the customers. It is very clear that the broadband market will always be bandwidth hungry. The only companies that would be able to survive the thrust will be those that can provide a quality of service and comprehensive bandwidth. The theme is unique in the market that can provide such facilities stop we look forward to seeing this company grow and increase market share in the next coming years.