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Telenor Pakistan Internship Report

INTERNSHIP REPORT
ON
TELENOR PAKISTAN
Submitted in Respect of:
PROFESSOR AMANULLAH AWAN
The Director (IMS)
Submitted By:
MUSA KHAN
Exam Roll No: 807
BBA IT (Honor)
Seion: !00"#!0$0
Institute of Management Sciences, UST Bannu 1
Telenor Pakistan Internship Report
APPROVAL SHEET:
Extern! Exminer:
Signature : %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
Super"isor:
Signature :###########$
Name : Mr% M% A&TAB 'HAN
Designation : (ect)rer
%irector
Signature: ###########
Name : *ro+% AMAN ,((AH 'HAN
Intit)te o+ Mana-ement Science
,ST Bann)%
Institute of Management Sciences, UST Bannu 2
Telenor Pakistan Internship Report
Institute of Management Sciences, UST Bannu 3
Telenor Pakistan Internship Report
MY PARENTS, MY TEACHERS AND ALL STAFF MEMBERS WHO
SUPPORT ME THROUGHOUT MY INTERNSHIP TRAINING.
Institute of Management Sciences, UST Bannu 4
DEDICATED TO:
Telenor Pakistan Internship Report
A&KNOWLE%'EMEN(

All than. to Allah al mi-ht /0 the 1ene2olent an3 com4aionate 5ho 1lee3 me 5ith
the 4o5er 6 ca4a1ilit ie an3 remaine3 contente3 on all intricacie +o)n3 3)rin- the
)cce+)l com4let ion o+ m/ Internhi4% I +eel 4ro)3 to recor3 m/ -ratit)3e to all the
4eo4le 5ho 5ere a -reat hel4 +or me in thi internhi4 a 5ell a to thoe 5ho -)i3e3
me +or the 4re4aration o+ thi re4ort% I am alo 7rate+)l to all m/ teacher0 +rien30
collea-)e an3 to all thoe 5ho coo4erate3 an3 -a2e me their *recio) )--etion8
in+ormation re-ar3in- the com4let ion o+ thi re4ort% I am 2er/ than.+)l to m/ enior
5ho coo4erate 5ith me +or com4letion o+ m/ Internhi4 trainin- an3 alo +or the
Hea3 o+ 3e4art ment% B/ thi Internhi40 I ho4e that I 5ill -ain lot o+ ex4erience0
.no5le3-e an3 it 5ill hel4 in m/ *ractical +iel3%
PREFA&E
Institute of Management Sciences, UST Bannu
Telenor Pakistan Internship Report
An eential re9)irement +or the t)3ent o+ BBA#IT i to )n3er-o
internhi4 in an or-ani:ation o+ national8international re4)te to -ain
4ractical .no5le3-e an3 ex4erience% It i a 2ital o44ort)nit/ +or the t)3ent
o+ BBA#IT to -ain 4ractical ex4erience an3 .no5le3-e 1/ )tili:in- their
.ill0 .no5le3-e%
I -ot the o44ort)nit/ a an internee at TE(EN;R *A'ISTAN
(Telenor &ranchie Ban. Roa30 Sa33ar0 Ra5al4in3i)% I ha3 1een 5or.e3 in
<)tomer <are De4artment%
I am 2er/ than.+)l to the Director o+ IMS0 All the lect)rer o+ IMS
1eca)e o+ their +rien3l/ -)i3ance an3 har35or.in- thro)-ho)t o+ m/
BBA#IT 3e-ree% I am alo 2er/ than.+)l to all the ta++ o+ Telenor &ranchie
+or their coo4eration an3 4ro2i3in- in+ormation%
E)E&U(*+E SUMMAR,:
Institute of Management Sciences, UST Bannu !
Telenor Pakistan Internship Report
The mo1ile in3)tr/ o+ *a.itan ha een 4henomenal -ro5th in recent /ear% Man/ anal/t
1elie2e that *a.itan i one o+ the +atet -ro5in- telecom mar.et in the 5orl3%
<)rrentl/ there are ix 3i2ere com4anie ma.in- the mo1ile in3)tr/ o+ *a.itan0 Telenor i
1ein- one o+ them% ;ther com4anie incl)3e ,+one0 Mo1ilin.0 =ari30 >on- an3 Inta4hone%
Mo1ilin. en?o/ 1ein- the mar.et lea3er 5ith a @"A mar.et hare a o+ B)l/0 !008%
Telenor ac9)ire3 a 7SM licene in !00C an3 1e-an commercial o4eration on March $D0 !00D%
Telenor *a.itan i the co)ntr/E in-le lar-et E)ro4ean in2etor0 5ith in2etment in exce o+
,SF! 1illion%
Telenor 7ro)4 o5n $00A o+ the hare ca4ital o+ Telenor% Telenor o++er 1oth 4ot4ai3
(*erona) an3 4re4ai3 (Tal.ha5. an3 D?)ice) ol)tion to their c)tomer%
Telenor *a.itan ha 5on the a5ar3 +or GMot Inno2ati2e Mo1ile ;4eratorG an3 GMo1ile
;4erator 5ith the Mot <on)mer *)llG at the "th SAAR< <omm)nication In3)tr/ <on+erence
!007 hel3 in 'athman3)0 Ne4al%
Telenor i committe3 in 4ro2i3in- the 1et net5or. to their c)tomer It ha create3 !0D00
3irect an3 !D0000 4l) in3irect ?o1 an3 ha a net5or. o+ !C ale 6 er2ice center0 more than
!D0 +ranchie an3 ome $D00000 retailer0 th) 4ro2i3in- a mean to li2elihoo3 to tho)an3%
The o++icial o4enin- 5a hel3 in Ilama1a3 5ith the *rei3ent o+ *a.itan 7eneral *er2e:
M)harra+ a the -)et o+ honor an3 a Telenor 3ele-ation hea3e3 1/ <E; Telenor Bon &re3ri.
Ba.aa alon- 5ith <E; Telenor *a.itan Tore Bohnen% No5 <E; o+ Telenor 4a.itan i ?on
e33/ a13)llah%
TelenorH hea39)arter i locate3 in Ilama1a3 an3 ha ei-ht 3i++erent 3e4artment% All ma?or
3eciion re-ar3in- Telenor are ta.en centrall/ in Ilama1a3% To ait 5ith the o4eration0
o4erational 3e4artment are +)rther locate3 in all +o)r re-ion0 incl)3in- north0 o)th an3 AB'%
Telenor hirin- ta.e 4lace thro)-h it 5e1ite an3 i .no5 +or o++erin-
com4eteti2e 4ac.a-e to it em4lo/ee% &)rthermore0 it trainin- an3 a44raial
4ro-ram are an eential 4art o+ the HR 3e4artment%
Institute of Management Sciences, UST Bannu "
Telenor Pakistan Internship Report
Attractin- c)tomer i a to)-h ?o1 an3 that i 5h/ the mar.etin- 3e4artment o+ Telenor
3e2elo4 a n)m1er o+ mar.etin- cam4ai-n to attract c)tomer% &)rthermore it alo ta.e the
hel4 o+ a lea3in- a32ertiin- a-enc/ o+ *a.itan an3 )e 1ran3 am1aa3or +rom 2ario) 5al.
o+ li+e to 4romote it 4ro3)ct an3 er2ice%
The mo1ile in3)tr/ 4ro2i3e three ma?or 4ro3)ct line0 5hich incl)3e the con)mer 4ac.a-e0
2al)e a33e3 er2ice an3 cor4orate 4ac.a-e% The con)mer 4ac.a-e incl)3e the 4ot4ai3 an3
4re4ai3 4ac.a-eI the 2al)e a33e3 er2ice 4ro2i3e entertainment0 in+ormation an3 a lot more to
their )1cri1er0 5hile the cor4orate 4ac.a-e ha2e 1een intro3)ce3 to cater to the nee3 o+ lar-e
1)inee an3 cor4orate client%
I 3i3 m/ ei-ht 5ee. internhi4 at Telenor +ranchie Ra5al4in3i Sa33ar an3 3)rin- m/
internhi4 ma?or ta. 3one 1/ me incl)3e MN*0 com4)ter entrie o+ MN*0 *ot4ai3 1ill
4a/ment0 Ea/loa3 0 7i2in- Ne5 connection0 *ro2i3in- in+ormation a1o)t the 4ac.a-e0
<)tomer com4laint recor3in- an3 other other o++ice relate3 ta.0
The main 4ro1lem that I i3enti+ie3 3)rin- m/ internhi4 4erio3 5a the lac. o+ in+ormation a1o)t
the )43ate3 4ac.a-e% =hen a c)tomer 5ant to .no5 a1o)t a ne5l/ a32ertie3 4ac.a-e a ta++
mem1er im4l/ han3 o2er a 1r)her o+ that 4ac.a-e%
(atl/ I 5o)l3 a/ that Telenor 5ill 1ecome the mar.et lea3er 1/ intro3)cin- ne5 4ro3)ct an3
er2ice that too. +)ll a32anta-e o+ ne5 technolo-ie o2er the /ear an3 I ho4e that it 5ill ten3 to
3o o in the comin- +)t)re an3 4ro2i3e ti++ com4etition to an/ challen-er that 4oe a threat to
it lea3erhi4 in the mar.et%
Institute of Management Sciences, UST Bannu #
Telenor Pakistan Internship Report
CONTENTS
1) Telenor H!"or# $1
%) Telenor &!on $'
') S"r()"(re o* Or+,n-,"on $.
.) Telenor Pro/()"!
$0
0) S,le 1 D!"r2("on Her,r)3#
$0
4) S,le 1 D!"r2("on Mo/el $5
5) Telenor E,!#lo,/ Co67,r!on&8! Co67e""or
$9
,. Telenor E,!# Lo,/ In"ro
$:
2. ;3,n7(r B,++, S3er ,n/ S(l",n Colon# S,le!
1$
). A/, B,!eer, ,n/ C3o<= >(r,!3 S,le!
11
/. >,!2,3 G(?r," S,le! 1%
e. M@G C"# ,n/ Do,22, S,le!
1'
9) AA,l,2l"# BSIM) n "3e M,r=e" 1.
Institute of Management Sciences, UST Bannu $
Telenor Pakistan Internship Report
,. ;3,n7(r B,++, S3er ,n/ S(l",n Colon#
10
2. A/, B,!eer, ,n/ C3o<= >(r,!3
14
). >,!2,3 G(?r," 15
/. M@G C"# ,n/ C3o<= >(r,!3
19
:) SWOT An,l#!! 1:
1$) S"r,"e+e! "o n)re,!e 7r6,r# lo,/
%0
11) Con)l(!on
%5
&HAP(ER NO- .
*N(RO%U&(*ON
&entr! /c01round *nformtion:
The telecom ector o+ *a.itan ha een 4henomenal -ro5th o2er the 4at +e5 /ear% Accor3in-
to the *a.itan Telecomm)nication A)thorit/ (*TA) *a.itan ha DJ%"0A 4enetration rate an3
J7%D8 Million <ell)lar ,er 1/ Ban% !0$0% <)rrentl/ there are ix mo1ile o4erator o4eratin- in
*a.itan0 5hich incl)3e Mo1ilin.0 ,+one0 Telenor0 =ari30 >on-%
Accor3in- to Ban% !0$0 the total no o+ )1cri1er o+ each com4an/ are a +ollo5:
<om4an/ Name No% ;+ S)1cri1er (in million)
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Telenor Pakistan Internship Report
Mo1ilin. @$%0"
Telenor !@%!7J
,#+one $8%D7
=ari3 $"%$J
>on-% "%J@
Telenor
Telenor *a.itan i a *a.itani 7SM cell)ar er2ice 4ro2i3er0 an3 i a )1i3iar/ o+ telenor0
nor5a/ % Telenor *a.itan i $00A o5ne3 1/ the Telenor 7ro)40 an international 4ro2i3er o+
hi-h 9)alit/ 2oice0 3ata0 content an3 comm)nication er2ice in $C mar.et acro E)ro4e an3
Aia% Telenor 7ro)4 i amon- the lar-et mo1ile o4erator in the 5orl3 5ith o2er $7J million
mo1ile )1cri4tion an3 a 5or.+orce o+ a44roximatel/ C00000%
At the en3 o+ Ma/ !0$0 it ha3 a re4orte3 )1cri1er 1ae o+ !@%"D million0 an3 a mar.et hare o+
!CA ma.in- it the co)ntr/E econ3 lar-et mo1ile o4erator%
History:
2 Histor3 of (e!enor 1roup
&or o2er $D0 /ear0 telecomm)nication ha 4la/e3 a 2ital 4art in the 3e2elo4ment o+ mo3ern
Nor5e-ian ociet/% A the inc)m1ent 4ro2i3er0 Telenor ha 1een the 3ri2in- +orce in the
3e2elo4ment o+ a hi-hl/ o4hiticate3 home mar.et an3 i no5 one o+ the lar-et mo1ile
o4erator 5orl35i3e%
Institute of Management Sciences, UST Bannu 11
Telenor Pakistan Internship Report
*n P0istn:
Telenor ac9)ire3 the licene +or 4ro2i3in- 7SM er2ice in *a.itan in A4ril !00C0 an3 ha3
la)nche3 it er2ice commerciall/ in Ilama1a30 Ra5al4in3i an3 'arachi on $D March !00D an3
on !@ March !00D0 Telenor tarte3 it er2ice in (ahore0 &aiala1a3 an3 H/3era1a3% Telenor ha
it <or4orate hea39)arter in Ilama1a30 5ith re-ional o++ice in 'arachi an3 (ahore% ;n
Ban)ar/ !80 !00D0 Telenor eta1lihe3 it +irt call centre in (ahore% Telenor i the !n3 lar-et
net5or. o+ *a.itan a+ter Mo1ilin.%
The o++icial o4enin- 5a hel3 in Ilama1a3 5ith the *rei3ent o+ *a.itan 7eneral *er2e:
M)harra+ a the -)et o+ honor an3 a Telenor 3ele-ation hea3e3 1/ <E; Telenor Bon &re3ri.
Ba.aa alon- 5ith <E; Telenor *a.itan Tore Bohnen% The ina)-)ration call 5a ma3e 1/
*rei3ent *er2e: M)hara+ to the *rime Miniter o+ Nor5a/%
No5 <E; o+ Telenor 4a.itan i ?on e33/ a13)llah%
Telenor *a.itan i the co)ntr/E in-le lar-et E)ro4ean in2etor0 5ith in2etment in exce o+
,SF! 1illion%
B/ the en3 o+ B)l/ !0080 the total )1cri1er o+ Telenor excee3e3 $8 million0 5ith a mar.et
hare o+ !0A% TelenorH net5or. co2er more than @000 citie0 to5n an3 hi-h5a/ thro)-ho)t
*a.itan% &)rthermore0 Telenor *a.itan ha more than D0000 cell mat thro)-ho)t *a.itan0
ma.in- it the !n3 lar-et net5or. in *a.itan%
Telenor ha a trate-ic alliance 5ith No.ia Siemen Net5or. +or ex4anion in *a.itan% =ith
,SD $ 1illion alrea3/ in2ete30 Telenor ha exten3e3 a-reement 5ith it 2en3or0 incl)3in-
No.ia Semen +or net5or. ex4anion an3 er2ice )ntil !00J% The a-reement 5ill re)lt in
,SD7D0 million 5orth o+ or3er +rom Telenor *a.itan%
&or !00J it i etimate3 that Telenor *a.itan contri1)te3 R!0 1illion in 2ario) +orm o+ 3irect
an3 in3irect taxe to the econom/ o+ *a.itan%
At the en3 o+ Ma/ !0$0 it ha3 a re4orte3 )1cri1er 1ae o+ !@%"D million0 an3 a mar.et hare o+
!CA ma.in- it the co)ntr/E econ3 lar-et mo1ile o4erator%
Institute of Management Sciences, UST Bannu 12
Telenor Pakistan Internship Report
(od3
Telenor *a.itan ha -ro5n to 1ecome a lea3in- mo1ile comm)nication er2ice 4ro2i3er o+ the
co)ntr/%
Telenor *a.itanE cor4orate hea39)arter are in Ilama1a30 5ith re-ional o++ice in 'arachi0
(ahore0 &aiala1a30 M)ltan0 an3 H/3era1a3%
M*SS*ON:
KTo 1e the )nmatcha1le mo1ile /tem o+ comm)nication in *a.itan thi 4ro2i3e the 1et
2al)e to it c)tomer0 em4lo/ee0 1)ine 4artner an3 harehol3er%HH
+*S*ON:
;)r 2iion i im4le: KWe4re 5ere to 5e!p6
=e exit to hel4 o)r c)tomer -et the +)ll 1ene+it o+ comm)nication er2ice in their 3ail/
li2e%The .e/ to achie2in- thi 2iion i a min3et 5here e2er/ one o+ ) 5or. to-ether: Ma.in-
it ea/ to 1)/ an3 )e o)r er2ice% Deli2erin- on o)r 4romie% Bein- re4ect+)l o+ 3i++erence%
In4irin- 4eo4le to +in3 ne5 5a/%
+!ues:
M0e it Es3:
=eEre 4ractical% =e 3onEt com4licate thin-% E2er/thin- 5e 4ro3)ce ho)l3 1e ea/ to
)n3ertan3 an3 )e% Beca)e 5e ne2er +or-et 5eEre tr/in- to ma.e c)tomerE li2e eaier%
Keep Promises:
E2er/thin- 5e et o)t to 3o ho)l3 5or.0 i+ it 3oenEt0 5eEre here to hel4% =eEre a1o)t 3eli2er/0
not o2er 4romiin-0 action not 5or3%
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Telenor Pakistan Internship Report
/e *nspirin1:
=e are creati2e% =e tri2e to 1rin- ener-/ to the thin- 5e 3o% E2er/thin- 5e 4ro3)ce ho)l3
loo. -oo30 mo3ern an3 +reh% =e are 4aionate a1o)t o)r 1)ine an3 c)tomer%
/e Respectfu!:
=e ac.no5le3-e an3 re4ect local c)lt)re% =e 3o not im4oe one +orm)la 5orl35i3e% =e 5ant
to 1e a 4art o+ local comm)nitie 5here2er 5e o4erate% =e 1elie2e lo/alt/ ha to 1e earne3%
Here to He!p:
&or $D0 /ear0 Telenor ha 4ioneere3 comm)nication technolo-/% ;)r inno2ation 5a necear/
to ena1le mo2ement an3 3e2elo4ment acro Scan3ina2iaH lon- 3itance an3 harh nat)ral
con3ition% To3a/0 5e are a ma?or 5orl35i3e 4la/er0 1)t ha2e the ame in-le +oc): hel4in-
4eo4le to comm)nicate%
The Telenor 1ran3 artic)late thi am1ition an3 o)r lo-o i a/m1ol o+ mo2ement an3 1ene+it o+
comm)nication er2ice in their 3ail/ li2e% In im4le 5or30 5eHre here to chan-e o)r
contin)o) e2ol)tion to ena1le 4eo4le to comm)nicate 1etter%
The Telenor 7ro)4 i committe3 to o)r 1ran3 4romie% =e 5ant to ma.e it ea/ +or c)tomer to
-et 5hat the/ 5ant0 5hen the/ 5ant it% =e 5ill .ee4 4romie an3 3eli2er 5hat 5e a/% =e 5ill
inno2ate to 3eli2er +reh i3ea0 an3 a a -lo1al 4la/er 5e re4ect o)r c)tomer an3 their local
c)lt)re 5here2er 5e o4erate% Acro all the mar.et 5here Telenor ha a 4reence0 the Telenor
7ro)4 i )nite3 to hel4 o)r c)tomer -et the +)ll hel4%
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Telenor Pakistan Internship Report
(5e /rnd:
At the heart o+ o)r 1ran3 i o)r lo-o ## a /m1ol o+ 1alance0 mo2ement an3 chan-e% It re4reent
o)r 4hiloo4h/ o+ inno2ation an3 3emocratic 4roce0 an3 ta.e it in4iration +rom
Scan3ina2iaH lon- hitor/ o+ 3ei-n in4ire3 1/ nat)re%
;+ co)re a 1ran3 i m)ch more than ?)t a lo-o it i a et o+ i3ea0 a 5a/ o+ 3oin- thin- an3 a
mea)re o+ 1eha2ior%
In man/ 5a/0 Telenor alrea3/ tan3 o)t% =e ha2e ho5n im4rei2e -ro5th an3 an
increain-l/ international +oc)0 4artic)larl/ in ne5 -ro5in- mar.et% B)t 5e can -o an3 nee3
to -o m)ch0 m)ch +)rther%
Our im is to be t5e most trusted mobi!e ser"ice pro"ider in P0istn:
Telenor *a.itan to3a/ i the +atet -ro5in- net5or. in the co)ntr/ 5ith a rich 4ort+olio o+
4ro3)ct an3 er2ice% =e ha2e intro3)ce3 a n)m1er o+ in3)tr/#+irt 4ro3)ct an3 4ro2i3e3
c)tomer 5ith man/ con2enient o4tion o+ comm)nication%
;)r 1ran3 i tr)l/ c)tomer centric% =e 1elie2e in )n3ertan3in- o)r c)tomerH nee3 ## 5hich
are chan-in- contantl/ ## 3ri2in- ) to contin)o)l/ inno2ate in o)r 4ro3)ct an3 er2ice%
(ot! &ustomer Stisfction :
<)tomer are at the heart o+ o)r )cce% The/ ha2e 4lace3 their tr)t an3
con+i3ence in )% In ret)rn0 5e tri2e to antici4ate their nee3 an3 3eli2er er2ice0
9)alit/ an3 2al)e 1e/on3 their ex4ectation%
/usiness Exce!!ence:
=e tri2e +or excellence in all that 5e 3o% =e a4ire to the hi-het tan3ar3 an3
raie the 1ar +or o)rel2e e2er/3a/% Thi commitment to 3eli2erin- 5orl3#cla
9)alit/ tranlate into )nmatche3 er2ice an3 2al)e +or o)r c)tomer an3 all
ta.ehol3er%
(rust 7 *nte1rit3:
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Telenor Pakistan Internship Report
5e ta.e 4ri3e in 4racticin- the hi-het ethical tan3ar3 in an o4en an3 honet en2ironment0 an3
1/ honorin- o)r commitment% =e ta.e 4eronal re4oni1ilit/ +or o)r action0 an3 treat
e2er/one +airl/0 an3 5ith tr)t an3 re4ect%
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Telenor Pakistan Internship Report
&HAP(ER -8
MAJOR RESPONSIBILITIES:
&orporte Responsibi!ities:
Telenor *a.itan act re4oni1l/ an3 re4ect+)ll/ to5ar3 the 4eo4le an3 a)thoritie in 3i++erent
ocietie an3 aim to contri1)te to ocial an3 economic 3e2elo4ment in the local mar.et% Thi i
the eence o+ o)r commitment to <or4orate Re4oni1ilit/%
=e ta.e erio)l/ the ocial0 ethical an3 en2ironmental im4act o+ o)r 4ro3)ct an3 er2ice% =e
4lace em4hai on ma.in- )re that the comm)nitie in 5hich 5e o4erate ee Telenor *a.itanE
a a -oo3 citi:en 5ith -en)ine am1ition to contri1)te to ocial an3 economic 3e2elo4ment% =e
-i2e o)r em4lo/ee reaon to 1e 4ro)3 o+ the 5a/ Telenor *a.itanE 3emontrate <or4orate
Re4oni1ilit/%
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Telenor Pakistan Internship Report
Khuddar Pakista:
'h)33ar *a.itan i Telenor *a.itanE +la-hi4 cor4orate re4oni1ilit/ initiati2e% =ith 'h)33ar
*a.itan0 5e 5ant to ma.e a 3i++erence in the li2e o+ o)r +ello5 4eron 5ith 3ia1ilitie 1/
a33rein- the challen-e the/ +ace%
=e 5ant to chan-e the 4)1lic min3et 1/ creatin- a5arene a1o)t their a1ilitie% =e 5ant to
hel4 3e2elo4 technolo-ie that 5ill -i2e them the o44ort)nit/ to acti2el/ 4artici4ate in o)r
ociet/% =e 4le3-e to inte-rate 4eron 5ith 3ia1ilit/ +)ll/ into o)r 5or.+orce%
<)rrentl/0 5e are the onl/ com4an/ in *a.itan to ha2e a +ormal 3ia1ilit/ a32ior an3 a
3ia1ilit/ a32ior/ 4anel% =e 4onor aiti2e technolo-/ trainin- la1 +or 4eron 5ith
3ia1ilitie at National Intit)te o+ S4ecial E3)cation0 National Trainin- <enter +or S4ecial
*eron (NT<S*)0 an3 S4ecial Talent Exchan-e (STE*)% =e ha2e the +irt cor4orate 4ro3)ct 6
er2ice8career 5e1ite that i +)ll/ accei1le an3 o)r ta++ 4artici4ate in the +irt +ormal
em4lo/ee 2ol)nteerim 3ri2e in the cor4orate ector to 5or. 5ith 4eron 5ith 3ia1ilitie%
W53 9oin (e!enor :
Telenor o++er excitin- an3 challen-in- career 5ith com4etiti2e 4a/0 excellent 1ene+it an3
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Telenor Pakistan Internship Report
exce4tional a32ancement o44ort)nitie% =e care a1o)t o)r em4lo/ee an3 4ro2i3e them 5ith a
relaxe3 an3 enrichin- 5or.in- en2ironment% ;)r trainin- an3 +)rther e3)cation 4ro-ram en)re
a hi-h 4ro+eional tan3ar3 amon-t o)r em4lo/ee% =e 1elie2e that a talente3 an3 lo/al
5or.+orce 4la/ a cr)cial role in the or-ani:ationH on-oin- 1)ine )cce% =e tron-l/ ho4e
that a+ter ?oinin- Telenor /o) 5ill 1ecome an enth)iatic an3 2al)a1le mem1er o+ o)r +amil/%
E:u! opportunities for !!:
Telenor maintain a 4olic/ o+ non#3icrimination to5ar3 all em4lo/ee an3 a44licant +or
em4lo/ment% All a4ect o+ em4lo/ment 5ith Telenor are -o2erne3 1/ merit0 com4etence0
)ita1ilit/ an3 9)ali+ication0 an3 5ill not 1e in+l)ence3 in an/ manner 1/ -en3er0 a-e0 race0
color0 reli-ion0 national ori-in or 3ia1ilit/% To3a/0 o)r 5or.+orce 4ro2e thatI 5ith $8A 5omen
5or.in- at all le2el in the or-ani:ation0 1oth +orei-n an3 local e3)cational 1ac.-ro)n3%
Focus on mn1ement de"e!opment:
TelenorE mana-ement an3 or-ani:ation i im1)e3 5ith ?oint 2al)e% The 7ro)4 Mana-ement ha
3e2ie3 +i2e lea3erhi4 re9)irement that a44l/ to all mana-er in the 7ro)40 an3 all
mana-ement -ro)4 hall 3ic) 5hat thee re9)irement mean to them% The 3eman3 are:
L *aion +or 1)ine%
L <han-e an3 contant rene5al%
L ;4erational excellence%
L Em4o5er 4eo4le%
L Inte-rit/%
All mana-er are )1?ect to ann)al e2al)ation 1ae3 on thee mana-ement criteria%
H& ; (e!enor P0istn:
H)man <a4ital Di2iion at Telenor 1elie2e in contin)o) im4ro2ement an3 i ta.in- the
tan3ar3 o+ er2ice to the )tmot le2el o+ excellence%
Institute of Management Sciences, UST Bannu 1$
Telenor Pakistan Internship Report
&rom 4ro2i3in- the 1et a3minitrati2e )44ort to +acilitate em4lo/ee 5or. li+e to creatin-
1enchmar. ec)rit/ ol)tion0 5e are a team o+ enth)iatic0 ener-etic /o)n-
4eo4le 5ho are -eare3 to 4er+orm the 1et al5a/M
&rom 1ein- the 1et in 4ro2i3in- 1ene+it to o)r em4lo/ee to the 1et in 4ro2i3in- 3e2elo4ment
o44ort)nitie0 5e ha2e mana-e3 to create a c)lt)re o+ 4aion +or 1)ine0 o4erational
excellence an3 contant rene5al%
=e are committe3 to aitin- em4lo/ee in ex4lorin-0 3e2elo4in- an3 maximi:in- their +)ll
4otential0 enco)ra-in- contin)in- e3)cation thro)-h internal an3 external trainin- an3
3e2elo4ment o44ort)nitie%
To-ether 5ith /o)r commitment0 5e 5ill 3eli2er 4oiti2e re)lt an3 create o44ort)nitie that
5ill 1ene+it the Telenor +amil/%
Offerin1 mobi!e finnci! ser"ices:
Telenor *a.itan ac9)ire3 D$A o+ Tameer Micro+inance Ban. in No2em1er !008% In !00J it
la)nche3 Nea/4aiaH to 1ecome *a.itanH +irt telecom o4erator to 4artner 5ith a 1an. to o++er
mo1ile +inancial er2ice acro *a.itan%
&ontributin1 to P0istn4s econom3:
The com4an/ contin)e to contri1)te to *a.itanE econom/% It ha create3 !0D00 3irect an3
!D0000 4l) in3irect ?o1 an3 ha a net5or. o+ !C ale 6 er2ice center0 more than !D0
+ranchie an3 ome $D00000 retailer0 th) 4ro2i3in- a mean to li2elihoo3 to tho)an3%
Institute of Management Sciences, UST Bannu 2%
Telenor Pakistan Internship Report
&HAP(ER -<
OPERA(*ON ANAL,S*S:
In A4ril !00C Nor5e-ian mo1ile telecom o4erator0 Telenor0 1i3 +or an3 )ltimatel/ 5on a
licene to o4erate a cell)lar net5or. in *a.itan% The 5innin- 1i3 o+ F!J$ million ec)re3 one o+
t5o ne5 nation5i3e licene in *a.itan +or mo1ile o4eration% Telenor ha ec)re3 a $D#/ear
licene0 5hich i rene5a1le )4on a44lication +or the ame +eeI onl/ D0A o+ the licene +ee i
4a/a1le in the +irt /ear0 an3 the 1alance o2er the next ten /ear% A33itional +ee +or Telenor
incl)3e !%DA o+ the ann)al -ro re2en)e% The licene co2er the o4eration o+ 7lo1al S/tem +or
Mo1ile <omm)nication (7SM)0 7eneral *ac.et Ra3io Ser2ice (7*RS) an3 Enhance3 Data
Rate +or 7lo1al E2ol)tion (ED7E) technolo-/ +or the net5or.%
*a.itan ha the ixth lar-et 4o4)lation in the 5orl3 # a44roximatel/ $D0 million% There are
c)rrentl/ +o)r mo1ile o4erator in the co)ntr/% Mo1ile 4enetration at the en3 o+ !00@ 5a ?)t
!%@A 5ith a )1cri1er 1ae o+ @%C million0 5hile +ixe3 line 4enetration 5a a44roximatel/ !%CA%
Man/ -eo-ra4hic area in *a.itan are 5itho)t tele4hone co2era-e% To accom4an/ recent
4oiti2e economic 3e2elo4ment in *a.itan an3 the inherentl/ lo5 mo1ile 4enetration0 hi-h
-ro5th 5ithin the mo1ile e-ment i ex4ecte3%
TelenorE 4re2io) acti2itie in Aia ha2e +oc)e3 on the 3e2elo4ment o+ mo1ile net5or. +rom
cratch0 an3 o the c)rrent acti2it/ i a contin)ation o+ their 4re2io) )cce+)l trate-/% Telenor
ha +orme3 a )1i3iar/ com4an/ to o4erate the 1)ine in *a.itan calle3 Telenor *a.itan *2t
(t3% (atet re4ort ha2e etimate3 the amo)nt o+ in2etment in *a.itan mo1ile in+ratr)ct)re 1/
Telenor to amo)nt to F$ 1illion%
Opertion! %eprtments:
The o4eration o+ Telenor are 3i2i3e3 into ei-ht 3i++erent 3e4artment0 5hich are a +ollo5:
$% H)man Reo)rce
!% A3minitration an3 Sec)rit/
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@% Sale
C% Mar.etin-
D%<)tomer Ser2ice
"%<or4orate A++air
7%Technical
8% &inance
&)rthermore0 thee 3e4artment are +)rther 3i2i3e3 into )1 3e4artment to eae o4eration
5ithin Telenor% Alo all ma?or 3eciion are ta.en centrall/0 in Ilama1a3% Thee 3eciion +or
exam4le incl)3e0 the +inancin- re9)ire3 1/ Telenor (local an3 +orei-n)0 3eciion re-ar3in-
im4ort o+ -oo3 etc%
;4erational 3e4artment are locate3 in all the +o)r main re-ion:
$%North
!% So)th
@% <entral
C% AB'
Institute of Management Sciences, UST Bannu 22
Telenor Pakistan Internship Report
OR'AN*=A(*ONAL &HAR(:



Mr0et S5re:

Institute of Management Sciences, UST Bannu 23
&'I() (*(&UTI+(
Regional
,eneral
Manager
Regional
,eneral
Manager
Re-ional
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Manager
-rea Manager
&ustomer
Ser.ice
-rea Manager
&ustomer
Ser.ice
-rea Manager
&ustomer
Ser.ice
<)tom
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Ser.ice
&re/it
Manag
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<)tom
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Ser.ice
0irector
MIS
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Manag
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Ser.ice
Telenor Pakistan Internship Report
*a.itan mar.et ha nearl/ J7 million )1cri1er a o+ No2 !00J%
At the to4 i Mobi!in00 the *a.itani )nit o+ E-/4t#1ae3 telecom com4an/ ;racom% It ha 1een
o4eratin- in *a.itan ince $JJC% S)1cri1er hare i @$%DA%
Nor5a/H (e!enor0 a recent entrant 5ith a1o)t a 1illion ,S 3ollar in2etment in *a.itan ha
1een 3oin- 5ell0 1ae3 on it recent earnin- re4ort% It ha a1o)t !@A o+ the mar.et hare%
Wrid0 o5ne3 1/ the A1) Dha1i -ro)4 o+ the ,nite3 Ara1 Emirate an3 iter o+ =ateen -ro)4
i n)m1er C 5ith $JA mar.et o+ )1cri1er% Recentl/ it ol3 @0A hare to Sin-Tel%
Institute of Management Sciences, UST Bannu 24
Telenor Pakistan Internship Report
Ufone0 a 5holl/ o5ne3 )1i3iar/ o+ *a.itan Telecomm)nication <o% (t3 (*T<()0 i no5
)n3er the control o+ Etialat -ro)4 o+ ,AE% It ha $JA o+ )1cri1er hare% &or thoe in *a.itan
it i the one com4an/ 5here the/ can eail/ in2et locall/%
MARKE(*N' ANAL,S*S:
In to3a/H contem4orar/ 1)ine 5orl30 mar.etin- 4la/ an im4ortant role% Telenor that ha a
n)m1er o+ com4etitor in the mo1ile in3)tr/0 nee3 to )e their mar.etin- 4lan an3 trate-ie
e++ecti2el/ to attract c)tomer lo/alt/%
The mar.etin- 3e4artment at Mo1ilin. antici4ate0 an3 ati+ie the c)tomerH comm)nication
nee3% Thi incl)3e con)mer 1eha2ior reearch an3 tranlatin- thi reearch into er2ice an3
4ricin- 4lan% The Mar.etin- team alo hel4 in i3enti+/in- ne5 1)ine o44ort)nitie an3
3e2elo4 4lan to ex4loit thoe 4ro+ita1l/% It alo 3ei-n an3 im4lement 1ran3 trate-ie an3
comm)nication 4lan%
The ma?or 5a/ in 5hich Mo1ilin. mar.et itel+ an3 it 4ro3)ct are thro)-h the
+ollo5in- 5a/:
E!ectronic medi
Print medi
E!ectronic Medi :
The ma?or 5a/ in 5hich to3a/H or-ani:ation 4romote it 4ro3)ct an3 er2ice i thro)-h
tele2iion0 not onl/ 1eca)e itH economical 1)t alo 1eca)e the 2i)al an3 a)3io ai3 hel4 in
4romotin- it 4ro3)ct%
Institute of Management Sciences, UST Bannu 2
Telenor Pakistan Internship Report
Telenor )e an a--rei2e a32ertiin- cam4ai-n on tele2iion to 4romote it 4ro3)ct% Thee
a32ertiement0 5hile comm)nicate an ima-e o+ mo3ernit/ an3 ne5ne0 till ten3 to ho5 the
herita-e o+ *a.itan% The herita-e o+ *a.itan an3 it 4eo4le i-ni+ie Telenor0 a 1ein- the
+a2orite cell)lar com4an/ o+ *a.itan%
Telenor ha alo +or /ear0 ha trie3 to create 3i++erent 4eronalitie +or it 1ran3: Tal.ha5.
an3 3?)ice0 to 3itin-)ih them +rom other com4etin- 1ran3% TelenorH Tal.ha5. 1ran3 relie3
hea2il/ on t5o +actor to5ar3 eta1lihin- it 1ran3 e9)it/: 1ran3 am1aa3or that ex)3e3 t/le
an3 o4hitication0 an3 a )ni9)e cla/ loo. that 4ermeate all +orm o+ it tal.ha5. 1ran3
comm)nication% It alo 4la/e3 on the a4iration o+ /o)n- 1)ine 4ro+eional thro)-h the
atmo4here an3 the locale o+ tal.ha5.H a3%
;n the other han30 theD?)ice 1ran3 create an ima-e o+ +)n0 caterin- more to the /o)n-ter an3
teen o+ the co)ntr/% Not onl/ that0 it ha alo o2er the /ear create3 an ima-e o+ 1on3 amon- the
mem1er o+ the 3?)ice mem1er0 achie2e3 3)e to the lo5et rate 4ac.a-e o+ m that 3?)ice
ha to o++er%
;ther 5a/0 in 5hich Telenor i mar.etin- it 4ro3)ct0 i thro)-h it 5e1ite an3 ra3io% The
5e1ite o+ Telenor i 1)ilt in a 5a/ to 4ro2i3e )43ate3 in+ormation a1o)t it 4ro3)ct0 5ith
3e3icate3 4a-e +or 1oth it 1ran30 tal.ha5. an3 3?)ice% &)rthermore0 the 5e1ite alo contain
a -aller/ +eat)re0 +rom 5here )er can 2ie5 a 5i3e arra/ o+ 4rint an3 tele2iion a32ertiement0
create3 1/ Telenor o2er the /ear% The )e o+ Ra3io ha alo 1een )e3 to 4romote the 4ac.a-e
o+ Telenor% A32ertiement on ra3io0 motl/ in+orm litener on the ne5 4ac.a-e an3 their
3etail%
Print Medi :
*rint a32ertiement are another ma?or 5a/ in 5hich Telenor a32ertie it 4ro3)ct to the
mae% *rint me3ia a32ertiement are 4rinte3 in ma?or En-lih an3 ,r3) ne54a4er acro
*a.itan% The mea-e o+ thee a32ertiement are mainl/ o+ ne5 4ac.a-e that Telenor ma/
intro3)ce o2er time%
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M>or product !ines :
Telenor -ro)4 ha ma?or 4ro3)ct line incl)3in-0 mo1ile tele4hon/0 +ixe3 line0 1roa31an3 TO
net5or.% B)t c)rrentl/ in *a.itan TelenorH onl/ 4ro3)ct i mo1ile tele4hon/%
The t5o 4ro3)ct line accor3in- to 4ro3)ct e-ment are:
*re4ai3 4ac.a-e (+or 5omen0 /o)n-ter0 chil3ren )
####Tal.ha5.
####D?)ice
*ot 4ai3 4ac.a-e (+or cor4orate client)
####*erona
Detail o+ thee 4ro3)ct line in -i2en in annex)re%
Hatil/ enterin- into the mar.et Telenor +oc)e3 on the +ollo5in- 3i++erentiation trate-/ +or it
4re4ai3 an3 4ot 4ai3 4ro3)ct:
S)4erior 9)alit/ er2ice
No time limit +or incomin- call
Ea/ loa3 (rechar-e )4 to r)4ee $0 an3 +rom an/ 4lace)
&OMPE(*(OR ANAL,S*S
M>or &ompetitors:
Ufone:
*a.itan Telecomm)nication Mo1ile (imite3 (*TM() i a 5holl/ o5ne3 )1i3iar/ o+ *T<(0
eta1lihe3 to o4erate cell)lar tele4hon/% The com4an/ commence3 it o4eration0 )n3er the
1ran3 name o+ ,+one0 +rom Ilama1a3 on Ban)ar/ !J0 !00$% Since it ince4tion0 ,+one chan-e3
the ima-e o+ mo1ile 4hone +rom a l)x)r/ onl/ a++or3a1le 1/ the elite0 to a neceit/ a++or3a1le
Institute of Management Sciences, UST Bannu 2"
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1/ the common man% ,+oneH 4rimar/ +oc) al5a/ remaine3 on their 2al)a1le c)tomer0
intro3)cin- er2ice o2er time to +)l+ill their nee3 an3 3eman3% ,+oneH lo-an ha al5a/
remaine3 KItH all a1o)t ,P%
,#+one ha a hare o+ $JA o+ mar.et an3 till tri2in- har3 to -et more 1/ it inteni2e mar.etin-
cam4ai-n%
Wrid:
=ari3 Telecom i a ?oint 2ent)re 1et5een A1) Dha1i 7ro)4 6 Sin-Tel 7ro)4% In !00C0 =ari3
Telecom International ((<0 4)rchae3 a licene +or o4eratin- a nation5i3e mo1ile tele4hon/
net5or.0 (=(() an3 lon- 3itance international ((DI) +or F!J$ million ,S 3ollar an3 5a the
+irt 2ent)re o+ =ari3 Telecom International ((<% =ari3 *a.itan la)nche3 it er2ice in Ma/
!00D an3 i 1ae3 in (ahore%
A1) Dha1i 7ro)4 i one o+ the lar-et 1)ine -ro)4 in the Mi33le Eat an3 the in-le lar-et
+orei-n in2etor in *a.itan% A1) Dha1i 7ro)4 entere3 into a trate-ic alliance 5ith Sin-a4ore
Telecom% S)1e9)ent to thi tranaction in B)l/ !0070 telecom -iant Sin-Tel ac9)ire3 @0A
4ercent e9)it/ ta.e in =ari3 Telecom0 *a.itan0 +or ,SF7D8 million# 2al)in- the com4an/ at an
enter4rie 2al)e o+ F!%J 1illion% Thi 4artnerhi4 i 4art o+ a trate-/ to )44ort =ari3 TelecomH
contin)e3 -ro5th an3 to enhance it mar.et 4oition%
In B)l/ !0080 =ari3H total )1cri1er 5ere more than $D million )1cri1er an3 en?o/e3 Cth
4oition in the mar.et 5ith a mar.et hare o+ $8A% In B)ne !0080 =ari3 Telecom anno)nce3 it
5o)l3 in2et F$%D 1illion 1/ en3 o+ thi /ear an3 F!%D 1illion 1/ en3 o+ !00J to ex4an3 an3
mo3erni:e it net5or. in *a.itan%
=on1:
<hina Mo1ile *a.itan (<M*a.) i a $00A )1i3iar/ o+ <hina Mo1ile% The 4ioneerin- o2erea
et )4 o+ <hina Mo1ile came thro)-h ac9)iition o+ a licene +rom Millicom to o4erate a 7SM
net5or. in *a.itan% =ith am1itio) 4lan to cater to the +atet -ro5in- *a.itani mar.et an3 to
Institute of Management Sciences, UST Bannu 2#
Telenor Pakistan Internship Report
5in o2er the e2er 3eman3in- *a.itani c)tomer0 <M*a.E e3-e come +rom the ex4erience an3
ex4ertie o+ r)nnin- the 5orl3E lar-et telecom er2ice an3 the commitment the/ ma.e to ettin-
9)alit/ an3 c)tomer relation tan3ar3% >;N7 i the +irt International 1ran3 o+ <hina Mo1ile
1ein- la)nche3 in *a.itan%
;n !!n3 Ban)ar/ !0070 Millicom International <ell)lar S%A% anno)nce3 that it 5o)l3
ell it 88%8" 4ercent ta.e in *a.tel (t3% to <hina Mo1ile +or F!8C% ;n Cth Ma/ !0070 *a.tel
5a rename3 to <M*a. an3 then0 on $"th Ma/ !0070 <hina Mo1ile anno)nce3 that it ha3 )44e3
it ta.e in <M*a. to $00A% It later re1ran3e3 1ran3e3 *a.tel to >on-%
In B)l/ !0080 the total )1cri1er o+ >on- 5ere more than C million an3 en?o/e3 Dth 4oition in
the mar.et 5ith DA hare in the mar.et% So +ar <M*a. ha in2ete3 more than ,SF 700 million
in the telecom ector in *a.itan an3 an a33itional ,SF 800 million 5ill 1e in2ete3 till the en3
o+ /ear !008%
Mobi!in0:
*a.itan Mo1ile <omm)nication (imite3 (*M<() o4erate the lea3in- 7SM net5or. in
*a.itan an3 4ro2i3e a ran-e o+ 4re4ai3 an3 4ot4ai3 2oice an3 3ata telecomm)nication
er2ice to 1oth in3i2i3)al an3 cor4orate )1cri1er0 )n3er the 1ran3 name KMo1ilin.%P
Mo1ilin. la)nche3 it o4eration in A)-)t $JJC a+ter it 5a +o)n3e3 in $JJ0 a a ?oint 2ent)re
1et5een Motorola an3 the Sai+ 7ro)4 an3 a5ar3e3 a licene +or mo1ile telecomm)nication
/tem an3 er2ice in B)l/ $JJ!% (ater on in A4ril !0000 ;racom Telecom 1o)-ht @8%"A ta.e
in *M<(0 5hich it later in &e1r)ar/ !00$ increae3 to "8%"JA 1/ 4)rchain- MotorolaH hare
in *M<( an3 1ecomin- the ma?or harehol3er o+ the com4an/% In A4ril !00$0 ;racom Telecom
too. o2er mana-ement control o+ the com4an/% A o+ Decem1er @$t0 !0070 ;racom Telecom
in3irectl/ o5n $00A o+ the hare ca4ital o+ Mo1ilin. thro)-h 3irect ta.e hel3 1/ 5holl/
o5ne3 )1i3iarie o+ ;TH% B/ Decem1er !0070 Mo1ilin. ha3 achie2e3 @J%8A in mar.et hare0
ma.in- it the mar.et lea3er in the mo1ile ector o+ *a.itan an3 ha3 a c)tomer 1ae o+ more
than @! million 1/ B)l/ !008%
Institute of Management Sciences, UST Bannu 2$
Telenor Pakistan Internship Report
Mo1ilin. o++er excl)i2el/ 3ei-ne3 tari++ 4lan that cater to the comm)nication nee3 o+ a
3i2ere -ro)4 o+ 4eo4le0 +rom in3i2i3)al to 1)inemen to cor4orate an3 m)ltinational% To
achie2e thi o1?ecti2e0 Mo1ilin. o++er 1oth 4ot4ai3 (In3i-o) an3 4re4ai3 (BA>>) ol)tion to
their c)tomer%
Mo1ilin. 5a alo the +irt cell)lar er2ice 4ro2i3er to o4erate on a $00A 3i-ital 7SM
technolo-/ in *a.itan an3 alo 4ro2i3e tate#o+#the#art comm)nication ol)tion to it
c)tomer% Mo1ilin.H net5or. i the mot exteni2e in *a.itan0 connectin- more than $000Q
citie acro *a.itan0 a 5ell a o2er $C0 co)ntrie on international roamin- er2ice o4eratin-
5ith @00 4artner acro the -lo1e%% &)rthermore it reache o2er ""A o+ the total 4o4)lation an3
JJA o+ the )r1an 4o4)lation% Mo1ilin. i alo 3e2elo4in- it o5n o4tic +i1er 1ac.1one0 to
4ro2i3e it c)tomer 5ith hi-het le2el o+ 2oice an3 3ata 9)alit/ 5ith more relia1ilit/ an3 ha
in2ete3 more than F!%D 1illion in it net5or.%
&ompetitors 'o!s:
The collecti2e -oal o+ all the com4etitor o+ Telenor i to:
Increae their mar.et hare 1/ increae3 )1cri1er 1ae%
Increae net5or. relia1ilit/ an3 4remi)m connecti2it/%
Excellence in c)tomer er2ice
<)tomer retention%
Bran3 1)il3in-%
Seamle mi-ration to the @7 technolo-/%
En)re lo5 cot o4eration
&ompetitors Strte1ies
The com4etitorH trate-ie to com4ete in mar.et an3 attain their -oal are a +ollo5:
Acc)rac/ in 1illin-
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Telenor Pakistan Internship Report
Exteni2e co2era-e%
<om4etiti2e 4ricin-%
Ne5 4ro3)ct +or more mar.et e-ment%
Mar.etin- initiati2e%
Ex4anion o+ hi-h 9)alit/ 2al)e a33e3 er2ice%
Stren-thene3 7*RS8ED7E net5or.%
,e o+ a more contem4orar/ t/le to -i2e a more a44roacha1le ima-e
(e2era-in- -ro)4 .no5le3-e 1)il3in-
Institute of Management Sciences, UST Bannu 31
Telenor Pakistan Internship Report
&HAP(ER-?
Easy!aisa Itr"du#es M"bi$e A##"uts:
Telenor *a.itan i o++erin- tranaction thro)-h the c)tomerE o5n mo1ile 4hone% Thi i a +irt
o+ it .in3 4ro3)ct in *a.itan%
Ea/4aia Mo1ile Acco)nt are 2irt)al 1an. acco)nt an3 5or. ?)t li.e a normal 1an. acco)nt%
;nce an ea/4aia Mo1ile Acco)nt i o4ene30 )er can -o to an/ o+ the tho)an3 o+ ea/4aia
ho4 in *a.itan to 3e4oit or 5ith3ra5 cah +rom their ea/4aia Mo1ile Acco)nt%
A mobi!e bn0 ccount:
,in- ea/4aia Mo1ile Acco)nt0 Telenor )1cri1er are alo a1le to 4a/ 1ill an3 tran+er
mone/ in a33ition to a ran-e o+ other er2ice +rom their o5n mo1ile 4hone% The 1an. acco)nt
i 4ro2i3e3 thro)-h the c)tomerE Telenor connection an3 can 1e )e3 at an/time an3 an/5here%
<)tomer 5ill 1e a1le to carr/ o)t 3e4oit an3 5ith3ra5al +rom an/ o+ more than DD00
ea/4aia Retail Merchant0 !@ Sale an3 Ser2ice <enter0 D0 Tameer Micro+inance Ban.
Branche an3 !!D Telenor &ranchie +rom all o2er the co)ntr/%
Openin1 n ccount:
Acco)nt can 1e o4ene3 +rom an/ Telenor Sale an3 Ser2ice <enter0 Telenor &ranchie or
Tameer Ban. 1ranch% Mo1ile Acco)nt ha2e no minim)m 1alance re9)irement an3 acco)nt
o4enin- i intant%
,4comin- er2ice incl)3e:
+)n3 tran+er to an/ 1an. in *a.itan
5ith3ra5al thro)-h ATM car3
4a/ment o+ Telenor *erona 1ill (a 4ot 4ai3 er2ice)
4)rchae o+ ea/loa3
Institute of Management Sciences, UST Bannu 32
Telenor Pakistan Internship Report
recei2in- International Remittance +rom a1roa3
Esier ccess to bn0in1 ser"ices:
<oni3erin- that cloe to J0 4er cent o+ the a3)lt 4o4)lation in *a.itan ha no 1an. acco)nt an3
more than "0 4er cent )e mo1ile 4hone er2ice0 ea/4aia aim to 4ro2i3e +inancial incl)ion
+or the )r1an a 5ell a the r)ral 4o4)lation% The 2iion o+ ea/4aia i to 1rin- the 1an. to the
c)tomer0 4ro2i3in- eae0 con2enience0 accei1ilit/ an3 relia1ilit/%
&oopertion @it5 (meer Microfinnce /n0:
The mo1ile acco)nt ol)tion i ma3e in coo4eration 1et5een Telenor *a.itan an3 Tameer
Micro+inance Ban.% Thi 4artnerhi4 tarte3 5ith the +irt ea/4aia initiati2e%
GThro)-h o)r o2er the co)nter er2ice0 5e ha2e alrea3/ 1ro.en ne5 -ro)n3 in term o+ acce
to +inancial er2ice% =ith mo1ile acco)nt 5e no5 em4o5er the con)mer to ta.e char-e o+ hi
o5n +inancial 3etin/0G a/ Na3eem H)ain0 <E; in Tameer Micro+inance Ban.% He coni3er
the la)nch o+ the mo1ile acco)nt a 3e+inin- moment in 4ro2i3in- +inancial em4o5erment to the
mae%
Mo1ile Acco)nt i the latet in the )ite o+ er2ice 1ein- o++ere3 )n3er the 1anner o+ ea/4aia%
;4enin- a 1an. acco)nt can 1e a te3io) 4roce0 an3 )in- con2entional 1an. er2ice i not
al5a/ e++icient or 4ractical% Ea/4aia0 ho5e2er0 ma.e it ea/ an3 ec)re +or or3inar/
*a.itani to 4a/ 1ill0 tran+er mone/ an3 e2en o4en a mo1ile 1an. acco)nt 5itho)t ha2in- to
c)e )4 at the 1an. at incon2enient o4enin- ho)r%
Mone3 trnsfer:
Sen3in- mone/ in *a.itan ha 1een extremel/ 3i++ic)lt% ;ne nee3 to o1er2e 1an. timin-0
len-th/ 4a4er5or. an3 9)e)e at the co)nter%
In *a.itan0 an/ 4eron can )e ea/4aia er2ice 1/ 2iitin- their nearet ea/4aia a)thori:e3
ho40 Telenor &ranchie0 Telenor Sale 6 Ser2ice <enter or Tameer Ban. 1ranch%
Institute of Management Sciences, UST Bannu 33
Telenor Pakistan Internship Report
I+ a 4eron 5ant to en3 hi monthl/ alar/ home to hi +amil/ +rom )r1an citie to r)ral
2illa-e0 itH eail/ 3one 5ith Mone/ Tran+er +rom ea/4aia% Mr% =a9ar Mehmoo30 an o++ice
cler. li2in- an3 5or.in- in Ilama1a30 tran+er mone/ to hi +amil/ e2er/ month:
KE2er/ month I nee3 to en3 mone/ 1ac. home to m/ +amil/ +or their monthl/ ex4ene%
Ea/4aia ha ma3e en3in- mone/ extremel/ ea/0 ec)re an3 con2enient% No5 m/ 5i+e
3oenHt ha2e to tra2el to the 1an. in the cit/0 he can eail/ collect the mone/ +rom the near1/
ea/4aia ho4%P
/i!! p3ment:
I+ a c)tomer 5ant to 4a/ a )tilit/ 1ill he or he im4l/ han3 o2er the 1ill an3 the 4a/ment to
the ho4.ee4er0 5ho imme3iatel/ 4rocee the 1ill an3 5ire a recei4t to the c)tomerH mo1ile%
The 5hole 4roce ta.e le than a min)te% &inancial er2ice are an area 5here
telecomm)nication can contri1)te to ocial an3 economic -ro5th%
In &e1r)ar/ !0$00 ea/4aia la)nche3 the ne5 er2ice Mo1ile Acco)nt% Thee are 2irt)al 1an.
acco)nt that 5or. ?)t li.e a normal 1an. acco)nt% ,er can -o to an/ o+ the tho)an3 o+
ea/4aia ho4 in *a.itan to 3e4oit or 5ith3ra5 cah +rom their ea/4aia Mo1ile Acco)nt%
The/ can alo 4a/ 1ill0 tran+er mone/0 2ie5 chec.in- acco)nt 1alance an3 the lat +i2e
tranaction0 mana-e their 4in co3e an3 more%
A"i!b!e 8?AB:
There are no5 ea/4aia a)thorie3 retailer in e2er/ cit/ o+ *a.itan0 an3 thee ho4 are o4en
aro)n3 the cloc.% &)rthermore0 ea/4aia Bill*a/ an3 Mone/ Tran+er i not ?)t limite3 to
Telenor *a.itan )1cri1erI itH a2aila1le to all 4eo4le0 e2en thoe 5ho 3o not ha2e mo1ile
4hone% Ea/4aia Mo1ile Ban. Acco)nt i onl/ a2aila1le +or Telenor *a.itan )1cri1er%
Institute of Management Sciences, UST Bannu 34
Telenor Pakistan Internship Report
Esier ccess to bn0in1 ser"ices:
<oni3erin- that 8J 4er cent o+ the a3)lt 4o4)lation in *a.itan ha no 1an. acco)nt an3 "! 4er
cent )e mo1ile 4hone er2ice0 ea/4aia aim to 4ro2i3e +inancial incl)ion +or the )r1an a
5ell a the r)ral 4o4)lation%
PSen3in- mone/ in *a.itan ha 1een extremel/ 3i++ic)lt% ;ne nee3 to o1er2e 1an. timin-0
len-th/ 4a4er5or. an3 9)e)e at the co)nter% Mot im4ortantl/ the time it ta.e +or the mone/ to
reach home 2arie an/5here +rom @ 3a/ to 7 3a/% In )ch a cenario0 /o) 5orr/ a1o)t the
mone/ reachin- home a+el/ an3 on time o that the/ 3onHt ha2e to ta.e a loan +rom the
nei-h1o)r% =ith ea/4aia I 3onHt ha2e to 5orr/ a1o)t all o+ thi0 /o) ha2e more control0P a/
Mr% Mehmoo3%
Finnci! empo@erment:
PEa/4aia 5ill allo5 )er acro the 1oar3 to acce con2enient an3 ec)re +inancial er2ice%
In an en2ironment 5here onl/ $! 4er cent o+ the a3)lt 4o4)lation i +ormall/ er2e3 5ith
+inancial er2ice0 ea/4aia 5ill 4romie tremen3o) +inancial em4o5erment0P ai3 Bon E33/
A13)llah0 <hie+ Exec)ti2e ;++icer in Telenor *a.itan%
Ea/4aia online er2ice ha2e 1een a44ro2e3 1/ the State Ban. o+ *a.itan%
Mobi!e bn0in1 C bi1 5it in Asi:
K=e ee a -ro5in- o44ort)nit/ emer-in- in 4ro2i3in- com4ellin- +inancial er2ice to o)r
c)tomer0 a een 5ith the )cce o+ DtacH ATM SIM er2ice in Thailan3 an3
7rameen4honeH Bill4a/ er2ice in Ban-la3eh0P ai3 Si-2e Bre..e0 Exec)ti2e Oice *rei3ent o+
the Telenor 7ro)4 an3 Hea3 o+ Telenor Aia at the la)nch o+ ea/4aia% K&inancial er2ice are
an area 5here telecomm)nication can contri1)te to ocial an3 economic -ro5th0P he a33e3%
Institute of Management Sciences, UST Bannu 3
Telenor Pakistan Internship Report
SocioDeconomic impct of te!ecommunictions:
The telecom in3)tr/ ma.e an im4ortant contri1)tion to economic an3 ocial 5el+are an3 i an
im4ortant 3ri2er o+ ocial an3 economic 3e2elo4ment0 accor3in- to t)3ie 1/ the Boton
<on)ltin- 7ro)4 an3 Deloitte%
Director o+ Telecom at the Minitr/ o+ In+ormation Technolo-/ 6 Telecomm)nication0
M)3aar H)ain0 hi-hli-hte3 the critical role the mo1ile in3)tr/ ha to 4la/ in 4ro2i3in-
+inancial acce to the )n#1an.e3:
KThe mo1ile in3)tr/ i a /o)n- in3)tr/% It ha 1een le than !0 /ear ince it 5a intro3)ce3
in *a.itan% &ormal 1an.in- channel0 on the other han30 ha2e 1een aro)n3 +or ome "0 /ear%
Interetin-l/0 in com4arion to more than J0 million mo1ile )1cri4tion0 the n)m1er o+ 1an.
acco)nt i le than @0 million% The Minitr/ i o+ the 2ie5 that thi 4reent an immene
o44ort)nit/ +or the mo1ile in3)tr/ to a33 2al)e to the +inancial ector an3 er2e the )n#1an.e3%
=e ha2e 1een acti2el/ )44ortin- the con)ltation 4roce an3 ho4e that ea/4aia 1ecome a
reo)n3in- )cce tor/ +or the in3)tr/ an3 the co)ntr/0P he a/%


Institute of Management Sciences, UST Bannu 3!
Telenor Pakistan Internship Report
&HAP(ER-E
A&H*+EMEN(S:
SAAR& A@rd
Telenor *a.itan ha 5on the a5ar3 +or GMot Inno2ati2e Mo1ile ;4eratorG an3 GMo1ile
;4erator 5ith the Mot <on)mer *)llG at the "th SAAR< <omm)nication In3)tr/ <on+erence
!007 hel3 in 'athman3)0 Ne4al%
Re4reentati2e o+ mo1ile o4erator +rom *a.itan0 In3ia0 Ban-la3eh0 Ne4al0 Mal3i2e0 Sri
(an.a an3 Bh)tan too. 4art in the <E; <oncla2e <on+erence 5hich aim to achie2e a common
-oal in telecomm)nication 3e2elo4ment +or 9)alit/ o+ er2ice0 a3o4tion o+ ne5 technolo-ie an3
a++or3a1ilit/% An online )r2e/ 5a con3)cte3 o+ 80@0J con)mer +rom the mem1er co)ntrie
an3 the/ 5ere a.e3 im4le )a-e relate3 tatement% The a5ar3 5ere -i2en co)ntr/#5ie an3
there 5a an a5ar3 +or each mem1er co)ntr/%
Telenor 5a name3 the 5inner +or 1oth a5ar3 cate-orie +or *a.itan 1ae3 on o1?ecti2e co)nt
o+ con)mer nomination +or each 1ran3% The criteria +or a5ar3 5a 5i3e choice o+ er2ice0
tari++ 4lan0 connecti2it/ an3 co2era-e0 con)mer +rien3l/ 2al)e a33e3 er2ice0 creati2e
Institute of Management Sciences, UST Bannu 3"
Telenor Pakistan Internship Report
mar.etin- an3 a32ertiin- i3ea an3 con)merE 5illin-ne to 5itch#in to the 1ran3 5ith next
three month%
Ex4rein- hi 4lea)re on recei2in- the a5ar30 the Exec)ti2e Oice *rei3ent <or4orate an3
Re-)lator/ A++air Telenor *a.itan Ir+an =aha1 'han than.e3 the Telenor )1cri1er +or the
a5ar3% He aociate3 the a5ar3 5ith the 3e3ication an3 4ro+eional excellence o+ Telenor
em4lo/ee to5ar3 the )ltimate -oal # c)tomer 3eli-htM
/rnd A@rd
The !008 Telenor Bran3 A5ar3 5a -i2en to Telenor *a.itan +or the econ3 /ear in a ro5% The
?)r/ ha 1een loo.in- at t5o main 4arameter:
Bran3 4re+erence 3e2elo4ment lat C 9)arter
<)tomer ati+action 3e2elo4ment
*reentin- the a5ar30 Ra-nar 'orRth0 Exec)ti2e Oice *rei3ent an3 Hea3 o+ 7lo1al
<oor3ination -a2e the +ollo5in- reaon +or -rantin- the a5ar3 to Telenor *a.itan:
Institute of Management Sciences, UST Bannu 3#
Telenor Pakistan Internship Report
GBran3in- ma/ ma.e a 3i++erence0 5h/S =e 1elie2e there i a clear lin. 1et5een tron- 1ran3
exec)tion0 c)tomer ati+action an3 the 5ih to 1)/0 )e more an3 ta/ 5ith )% Thi /earE
5inner ha 1een )cce+)l thro)-ho)t the 5hole /ear an3 ha mana-e3 1oth to increae
c)tomer ati+action an3 1ran3 3i++erentiation ince lat To4 Mana-ement Meetin-%
Telenor *a.itan to4 mana-ement 3eli-hte3 to recei2e the Telenor 7lo1al Bran3 A5ar3 +or the
/ear !007
Telenor o4erate in $@ mar.et 5orl3 5i3e an3 each one o+ thoe o4erate com4ete3 +or the Bet
Bran3 A5ar3 +or /ear !007%The !007 Telenor Bran3 A5ar3 5a -rante3 Telenor *a.itan% The
?)r/ ha 1een loo.in- at t5o main 4arameter:
Bran3 4re+erence 3e2elo4ment # 2er) mar.et hare
<)tomer ati+action 3e2elo4ment # 2er) com4etitor
*reentin- the a5ar30 Ra-nar 'orRth0 Exec)ti2e Oice *rei3ent an3 Hea3 o+ 7lo1al
<oor3ination -a2e the +ollo5in- reaon +or -rantin- the a5ar3 to Telenor *a.itan: GThe 5inner
o+ Telenor Bran3 A5ar3 !007 ha 1)ilt )4 a 1ran3 4re+erence i-ni+icantl/ a1o2e it mar.et
hare% The/ ha2e 4er+orme3 a remar.a1le re4oitionin- o+ the com4an/ in the mi3t o+ a -ro5th
4hae%
The com4an/ en?o/ the hi-het c)tomer ati+action in a hi-hl/ com4etiti2e mar.et%G
PSHRM A@rd
Telenor *a.itan ha 5on the *SHRM *re+erre3 7ra3)ate Em4lo/er A5ar3 +or Mot *re+erre3
Telecomm)nication <om4an/ !007%
Institute of Management Sciences, UST Bannu 3$
Telenor Pakistan Internship Report
The *a.itan Societ/ o+ H)man Re)rce Mana-ement (*SHRM) an3 En-a-e H)man
Reo)rce0 a h)man reo)rce con)ltanc/0 ha2e anno)nce3 the re)lt o+ the +irt Mot
*re+erre3 7ra3)ate Em4lo/er !007 t)3/% At a ceremon/ hel3 in 'arachi /eter3a/0 Telenor
*a.itan 5on the *SHRM *re+erre3 7ra3)ate Em4lo/er A5ar3 +or Mot *re+erre3
Telecomm)nication <om4an/ !007%
Na/a1 Bai-0 O* H)man <a4ital Di2iion commentin- on the a5ar3 ai3: G;)r o1?ecti2e i to 1e
the 1enchmar. or-ani:ation in *a.itan 5ithin the next t5o /earI an or-ani:ation that 4ro2i3e
o)ttan3in- 2al)e 4ro4oition to the 1et talent in the co)ntr/ 1e it career0 learnin-0 aociation0
an3 o44ort)nitie to contri1)te% =e a4ire to 1)il3 a c)lt)re that i 4ermanentl/ +ree +rom
1)rea)crac/0 o4en to 4eo4le an3 i3ea0 inno2ati2e0 hi-h 4er+ormin-0 a--rei2e to5ar3
com4etition0 intimatel/ connecte3 to the c)tomer0 hi-h on camara3erie0 tr)t an3 m)t)al re4ect
an3 lea3in- thro)-h o)r 2al)e% A 4lace 5here o)r em4lo/ee lo2e comin- to 5or. an3 +eel the
&ri3a/ ni-ht 1l)eM
GAchie2in- thi a5ar3 i an in3ication that 5e are on the ri-ht trac.% =e ha2e alrea3/ come a
i-ni+icant 5a/ in o)r hort hitor/0 an3 5e can all 1e 4ro)3 o+ o)r contri1)tion% B)t 5e m)t
remem1er that 5e 5ant to 1e 5here ,nile2er i to3a/% I am o )re o+ ) -ettin- there # 5ith
collecti2e e++ort%G
About t5e Most Preferred 'rdute Emp!o3er Sur"e3:
In Se4tem1er !007 En-a-e H)man Reo)rce in 4artnerhi4 5ith the *a.itan Societ/ o+ H)man
Reo)rce Mana-ement con3)cte3 a 4re+erence t)3/ inter2ie5in- DD0 -ra3)atin- MBA
t)3ent +rom ei-ht )ni2eritie in 'arachi0 (ahore an3 Ilama1a3%
The )ni2eritie ((,MS0 IBA0 S:a1it0 I9ra0 (SE0 <BM0 ,ni2erit/ o+ (ahore0 an3 T)ai3#e#
A:am ,ni2erit/) 5ere choen +rom the latet Hi-her E3)cation <ommiion ran.in- )r2e/%
Institute of Management Sciences, UST Bannu 4%
Telenor Pakistan Internship Report
AURORA A@rd:
A@rd @innin1 (e!enor Mr0etin1 (em
=ith immene 4lea)re an3 4ri3e 5e 5o)l3 li.e to hare that NTelenor *a.itanH 5on the 1et
a32ertiin- a5ar3 at the all *a.itan Da5n A)rora A32ertiin- a5ar3 hel3 in 'arachi lat
5ee.%
;)r a32ertiin- cam4ai-n 5e4t clean the National A)rora A5ar3 that e2al)ate3 the 1et
comm)nication in the co)ntr/ o2er the 4at +i2e /ear +rom !00!#!00"% Telenor *a.itan ma3e
the +inal nomination in D me3ia cate-orie o)t o+ 5hich it e2ent)all/ 5on three A,R;RA
A5ar30 at a ceremon/ at 'arachi thi March% The A)rora A5ar3 i *a.itanH 4remier
certi+ication o+ merit +or mar.etin- excellence%
The a5ar3 incl)3e3 nomination +or Telenor in o)t3oor comm)nication0 TO commercial0 TO
cam4ai-n0 Ra3io an3 M)lti4le Me3ia cam4ai-n cate-orie% =ithin thee cate-orie0 Telenor
*a.itan com4ete3 5ith other nota1le 1ran3 +rom the D)ra1le 6 Ser2ice ector0 )ch a ,+one
*re4a/0 Mo1ilin. In3i-o0 *a.tel 7SM0 A3am?ee In)rance0 Da5lance (*2t%) (t30 D)l)x I<I
*aint0 amon-t other%
About t5e @rds:
The A,R;RA A5ar3 +or Excellence in A32ertiin- 5ere hel3 on $$th March !0070 a+ter a
Institute of Management Sciences, UST Bannu 41
Telenor Pakistan Internship Report
4erio3 o+ $D /ear% The a5ar3 ran-e in 2ario) in3)tr/ cate-orie0 incl)3in- &M<70 D)ra1le
an3 Ser2ice an3 Social mar.etin- 6 <omm)nit/ Ser2ice% The aim o+ the a5ar3 i to
reco-ni:e an3 4a/ homa-e to creati2it/ an3 excellence in a32ertiin- acro *a.itan%
En"ironment Exce!!ence A@rds:
Executi"e +ice President &orporte 7 Re1u!tor3 Affirs (e!enor P0istn *rfn W5b
K5n cceptin1 t5e @rd
Telenor *a.itan ha 5on the a5ar3 +or GMot Inno2ati2e Mo1ile ;4eratorG an3 GMo1ile
;4erator 5ith the Mot <on)mer *)llG at the "th SAAR< <omm)nication In3)tr/ <on+erence
!007 hel3 in 'athman3)0 Ne4al%
Re4reentati2e o+ mo1ile o4erator +rom *a.itan0 In3ia0 Ban-la3eh0 Ne4al0 Mal3i2e0 Sri
(an.a an3 Bh)tan too. 4art in the <E; <oncla2e <on+erence 5hich aim to achie2e a common
-oal in telecomm)nication 3e2elo4ment +or 9)alit/ o+ er2ice0 a3o4tion o+ ne5 technolo-ie an3
a++or3a1ilit/% An online )r2e/ 5a con3)cte3 o+ 80@0J con)mer +rom the mem1er co)ntrie
Institute of Management Sciences, UST Bannu 42
Telenor Pakistan Internship Report
an3 the/ 5ere a.e3 im4le )a-e relate3 tatement% The a5ar3 5ere -i2en co)ntr/#5ie an3
there 5a an a5ar3 +or each mem1er co)ntr/%
Telenor 5a name3 the 5inner +or 1oth a5ar3 cate-orie +or *a.itan 1ae3 on o1?ecti2e co)nt
o+ con)mer nomination +or each 1ran3% The criteria +or a5ar3 5a 5i3e choice o+ er2ice0
tari++ 4lan0 connecti2it/ an3 co2era-e0 con)mer +rien3l/ 2al)e a33e3 er2ice0 creati2e
mar.etin- an3 a32ertiin- i3ea an3 con)merE 5illin-ne to 5itch#in to the 1ran3 5ith next
three month%
Ex4rein- hi 4lea)re on recei2in- the a5ar30 the Exec)ti2e Oice *rei3ent <or4orate an3
Re-)lator/ A++air Telenor *a.itan Ir+an =aha1 'han than.e3 the Telenor )1cri1er +or the
a5ar3% He aociate3 the a5ar3 5ith the 3e3ication an3 4ro+eional excellence o+ Telenor
em4lo/ee to5ar3 the )ltimate -oal # c)tomer 3eli-htM
/uFFiest /rnds A@rds:
G(e!enorG Won t5e /uFFiest /rnd of t5e ,er A@rd
The B):: *o5er <on+erence 6 A5ar3 Sho5 5a hel3 on !Dth ;cto1er !008 at A2ari To5er0
'arachi% The <on+erence 5a 4art o+ the B)::iet Bran3 o+ the Uear *oll0 in 5hich Re2elation
Institute of Management Sciences, UST Bannu 43
Telenor Pakistan Internship Report
in2ite3 a32ertiin-0 mar.etin- an3 me3ia 4ro+eional to 2ote +or their +a2orite 1ran3% The 4oll
aime3 to i3enti+/ thoe 1ran3 that are hot an3 ha2e the -reatet N1)::H that i0 thoe 1ran30
5hich are o excitin- that the/ -enerate con)mer 5or3 o+ mo)th%
The B)::)et Bran3 o+ the Uear *oll 5a con3)cte3 online a 5ell a o++line thro)-h a 2er/
excitin- cam4ai-n 3e2elo4e3 1/ *irana A32ertiin-%
A44roximatel/ $$0000 4ro+eional o+ a32ertiin-0 me3ia an3 mar.etin- in3)tr/ 5ere in2ite3
thro)-h 3i-ital mailer an3 3irect mail% An interacti2e 5e1ite 5a create3 an3 4ro+eional
+rom a32ertiin-0 mar.etin- an3 me3ia 5ere in2ite3 to 2ote +or the to4 1ran3 that the/ thin.
create3 the maxim)m 1):: in the lat one /ear% An in3e4en3ent ?)r/0 5hich conite3 o+
mar.etin- an3 a32ertiin- -)r)0 5a han34ic.e3 to 4ic. the to4 1)::iet 1ran3 o+ *a.itan%
The +raternit/ a 5ell a the B)r/ 5a -i2en an e9)al 5ei-ht a-e in 3eterminin- the 5inner% The
re4one rate 5a a1o2e $DA% In n)m1er 5e recei2e3 ome $"8@ re4one0 5hich 5a 1e/on3
o)r ex4ectation%
The *oll 5a to 1e +ollo5e3 1/ B):: *o5er <on+erence0 5hich 5a the +irt con+erence e2er in
*a.itan to 3ic) ho5 mar.eter can concio)l/ tr/ to -et con)mer to tal. a1o)t their
1ran3% An3 create excitement # or N1)::H # aro)n3 it% B):: *o5er loo.e3 at ho5 a 5i3e arra/ o+
comm)nication tool ha 1een )e3 1/ mar.eter to create ha44/ 1):: +or their 1ran3% =ith
tho)-ht 4ro2o.in- 4eeche0 an3 +acinatin- cae t)3ie o+ 3i++erent exitin- 1ran30 the aim o+
B):: *o5er 5a to hel4 the mar.eter anal/:e their trate-ie%
*rominent 4ea.er 4reent at the occaion 5ere 1/ A:eem#)l#ha90 Director Mar.etin-0 Telenor
*a.itan (t3%0 Raihan Merchant0 <E;0 *a.me3iacom (*2t%) (imite30 Mahmoo3 Nan?i0 <;;0
Me3ia ;ne0 1/ Haee1 Ihtiham0 Mar.etin- Mana-er0 No.ia *a.itan 6 A+-hanitan0 &ai >a.a0
Hea3 o+ I3ea 6 Strate-/ A3com (*2t%) (t3% Al/ M)tanir0 EO* 6 Hea3 o+ Bran3
Mana-ement0 HB(% Taher A 'han0 <hairman0 Inter+lo5 7ro)4 5a the .e/note 4ea.er a 5ell
a the <hie+ 7)et +or the e2ent%
Mahmoo3 Nan?i o+ Me3ia ;ne 4o.e a1o)t the Bl)e ;cean trate-/0 5hich +oc)e on tron-
4ro3)ct 3i++erentiation that 5ill ine2ita1l/ create 1):: i+ 4romote3 5ell% Haee1 Ihtiham o+
No.ia can3i3l/ tal.e3 a1o)t the No.ia M)ic cam4ai-n0 5hich e2ent)all/ 4ro2e3 to 1e a )cce
a+ter initial hicc)40 4oitionin- No.ia a a tron- 4la/er in the m)ic cate-or/% Raihan Merchant
Institute of Management Sciences, UST Bannu 44
Telenor Pakistan Internship Report
hare3 hi 2ie5 on the creation an3 mana-ement o+ 5or3 o+ mo)th cam4ai-n an3 ho5 a
mar.eter can )e Internet an3 mo1ile comm)nication a a )cce+)l tool +or 1):: creation% Al/
M)tanir 3ic)e3 claic International cae t)3ie o+ 1):: mar.etin- an3 alo hare3 the
)cce+)l HB( tor/% &ai >a.a o+ A3com hare3 the initial mita.e Telenor ma3e 3)rin- the
la)nch /ear an3 then ho50 5or.in- on their tren-th an3 ma.in- a +e5 trate-/ chan-e0 it
)ccee3e3 to 1ecome one o+ the 1i--et telecom er2ice 4ro2i3er in the co)ntr/% (ater A:eem#)l#
ha9 o+ Telenor *a.itan alo tal.e3 a1o)t the chan-in- 3/namic o+ the telecom in3)tr/ an3
ho5 Telenor i tri2in- to -i2e the 1et er2ice to the con)mer% (atl/0 Taher A 'han hare3
hi i3ea on the ne5 emer-in- international mar.etin- mo3el0 5hich i +oc)in- more on
)ncon2entional interacti2e me3ia to create 1):: an3 5or3 o+ mo)th% He em4hai:e3 that in
thee 3i++ic)lt time the mar.eter ha2e to 5or. on in4irational i3ea to 4eciall/ 4er. )4 the
/o)th o+ *a.itan%
The con+erence 5a +ollo5e3 1/ KThe B)::iet Bran3 o+ the Uear A5ar3 Sho50 5here Taher A
'han0 <hairman0 Inter+lo5 7ro)4 5a the <hie+ 7)et% Telenor clinch the a5ar3 +or the
B)::iet Bran3 o+ the /ear0 +ollo5e3 1/ Mo1ilin.0 HB(0 ;l4er an3 <oca <ola% Telenor
Tal.Sha5. alo 5on a5ar3 +or the (on-et B):: a 5ell a the Mot *oiti2e B):: 5here a
,+one *re4a/ (*)1lic Deman3) create3 the mot ne-ati2e 1):: accor3in- to the 4oll% Taran- -ot
an a5ar3 +or the 7reatet (a)nch B)::% HB(0 Telenor0 <oco<ola0 Dal3a0 *E(0 Soo4er0 S)r+
Excel0 ()x0 ;l4er an3 7E; 5on a5ar3 in their re4ecti2e cate-orie%
Taher A 'han la)3e3 the e++ort o+ the or-ani:er an3 tree the im4ortance o+ or-ani:in- )ch
e2ent +or the 1ene+it o+ the in3)tr/% At the en3 a5ar3 5ere 4reente3 to 5inner o+ the to4 D
1)::iet 1ran3 o+ the /ear% ;2erall the e2ent 5a extremel/ 5ell atten3e3 an3 a44reciate3 1/
4eo4le +rom the in3)tr/% Re2elation Inc%0 4romie to or-ani:e the B)::iet Bran3 o+ the Uear
next /ear a 5ell%
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Telenor Pakistan Internship Report
Superbrnds A@rd:
Superbrnds P0istn dec!res (e!enor s superbrnd of t5e te!ecom industr3
Thi i the +irt S)4er1ran3 a5ar3 in *a.itan% S)4er1ran3 i an in3e4en3ent 1o3/ that i3enti+ie
1ran3 that 4er+orm a1o2e an3 1e/on3 other 5ithin their re4ecti2e mar.et%
GA the mot inno2ati2e cell)lar com4an/ in *a.itan0 Telenor o++er it c)tomer 4ro3)ct an3
er2ice a notch a1o2e other0G ai3 S)4er1ran3 in it comm)nication%
G(e!enor cr3st!!iFes customer focuses in e"er3t5in1 it does$G
The S)4er1ran3 tat) 5a a5ar3e3 to @0 1ran3 in *a.itan acro all ector% An in3e4en3ent
?)r/ o+ $! mem1er com4riin- ex4ert mar.eter 5a +orme3 that concl)3e3 on the name o+
thee S)4er1ran3%
A ceremon/ 5a hel3 in B)ne !00J in 'arachi 5here Telenor *a.itan 5a a5ar3e3 S)4er1ran3
tat)%
In a33ition to S)4er1ran3 a5ar30 Telenor mar.etin- ha 5on Bet Bran3 in the Telenor -ro)4
!0080 B)::iet Bran3 o+ the /ear a5ar3 !00J an3 A)rora a5ar3 +or 1et TO cam4ai-n%
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Thee a5ar3 are -i2en 1ae3 mar.et im4act0 5hich a++ect 1oth o)r re2en)e a 5ell a o)r
4oition in the mar.et%
About Superbrnds:
S)4er1ran3 5a eta1lihe3 in $JJC% To3a/ it i a -lo1al me3ia an3 4)1lihin- 1)ine
o4eratin- in 8! co)ntrie thro)-ho)t the 5orl3% S)4er1ran3 4)1lihe hi-h 9)alit/0 har3 co2er
1oo. 5hich 4a/ tri1)te to the tron-et an3 mot 2al)a1le 1ran3 in each co)ntr/%
;n releae o+ each S)4er1ran3 4)1lication a ma?or A5ar3 E2ent i hel3 in each mar.et to 4a/
tri1)te to the mot )cce+)l 1ran3 o5ner% Thee e2ent o+ten 1rin- to-ether D00#700 o+ the
co)ntrie lea3in- a32ertiin- an3 mar.etin- exec)ti2e0 an3 A5ar3 are 4reente3 to the
tron-et 1ran3 in each cate-or/% The A5ar3 ceremonie -enerate i-ni+icant 4re ex4o)re
an3 me3ia co2era-e%
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&HAP(ER -H
WORK %ES&R*P(*ON:
I 5a a44ointe3 a a <R; in a Telenor &ranchie Ra5al4in3i Sa33er%I 3i3 e2eral ta.0 ome o+
5hich are -i2en 1elo5I
MO/*LE NUM/ER POR(A/*L*(, :
A 5e alrea3/ .no5 that there are e2eral mo1ile net5or.0 each o+ 5hich ha it o5n 4ac.a-e0
li.e telenor tal.ha5. an3 D?)ice0 mo1ilin. Ba:: 0 )+one /o)th 0 5ari3 -lo5 etc etcV
Baicall/ thee 4ac.a-e are 3i++erentiate3 accor3in- to their call rate 0 m 1)n3le 0 internet
an3 ho)rl/ rate%
No50 )44oe that /o) are )in- mo1ilin. ?a:: im0 5hich the 1et one +or ?a:: to ?a::
ho)rl/ 4ac.a-e 0 1)t a 5e .no5 that it call rate to other net5or. are extremel/ hi-h% So a
c)tomer alrea3/ ha a ?a:: im an3 he 5ant to -et the Telenor lo5 call rate 4ac.a-e% ;n the
other han3 he 3oe not 5ant to chan-e hi n)m1er an3 co3e%
In thi cae *a.itan Telecom In3)tr/ 4ro2i3e /o) the +acilit/ to chan-e /o)r net5or. 5itho)t
chan-in- /o)r n)m1er an3 co3e%
Re:uirements for MNP:
Sim ho)l3 1e on /o)r name%
Uo) 5ill ha2e to )e /o)r im +or t5o month +rom the 3ate o+ acti2ation%
Uo) ho)l3 ha2e /o)r ori-inal <NI<0 5hich ho)l3 not 1e ex4ire3%
Uo) 5ill alo ha2e to 1rin- /o)r im car3%
Uo) ho)l3 ha2e a minim)m 1alance o+ R%D%
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Procedure of MNP:
A Telenor Re4reentati2e 5ill 5rite MN* in a text mea-e an3 5ill en3 it to ""7% A+ter a +e5
econ3 he 5ill recei2e a mea-e containin- the im car3 n)m1er0 the o5ner name0 <NI<
n)m1er0 IMSI n)m1er0 Acti2ation 3ate an3 the connection t/4e0 that i 4re4ai3 or 4ot4ai3%
He 5ill then +ill a +orm o+ MN* +rom the mea-e% The +orm contain the c)tomer name0 3ate o+
1irth0 <NI< n)m1er0 im car3 n)m1er0 3onor net5or. name li.e >;N70 ,&;NE0 =ARID0
M;BI(IN' etc0 3onor IMSI n)m1er0 connection t/4e0 the 4ac.a-e /o) 5ant to acti2ate0 &ee
char-e0 c)tomer i-nat)re0 th)m1 im4reion0 ;++ice Re4reentati2e i-nat)re an3 the Date%
All the 3ata i then 4)t 3o5n in a com4)ter /tem% There i a 4eci+ic 4ortion +or MN* in a
Telenor o++icial 5e1ite name3 PSIEBE(P%
A+ter )4loa3in- the +orm onto the 5e1ite0 it recei2e the ne5 Telenor IMSI n)m1er0 5hich i
com4letel/ 3i++erent +rom the 3onor net5or. IMSI n)m1er%
A <R; i then re9)ire3 to 5rite 1ac. the ne5 IMSI n)m1er on a +orm an3 )1mit the +orm
alon- 5ith the c)tomer <NI< co4/%A ne5 im i then -i2en to the c)tomer an3 <R; enter the
4eci+ic co3e 5ritten on a im ?ac.et to the /tem% No5 the n)m1er 5ill 1e con2erte3 in @ to D
3a/% The c)tomer i then 3irecte3 to inert the -i2en ne5 im car3 in hi cell 4hone0 a+ter
loin- the 3onor im i-nal%
NEW &ONNE&(*ON:
The econ3 ta. 5hich 5a ai-ne3 to me i that 4ro2i3in- ne5 connection to the c)tomer%
Re:uirements for ne@ connection:
A c)tomer i re9)ire3 to elect a im n)m1er +rom a -i2en lit% Then a <R; +ill a +orm% The
+orm contain the +ollo5in- cla5:
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<)tomer +irt name
<)tomer lat name
Date o+ 1irth%
<)tomer <NI< n)m1er
&ather name
*ermanent a33re
Tem4orar/ a33re
Sim car3 n)m1er
Sim re-itration n)m1er
&ee
<)tomer i-nat)re an3 th)m1
<R; i-nat)re
;++ice tam4
A+ter 4)rchain- the ne5 im0 a c)tomer i then re9)ire3 to re-iter the im on hi o5n name%
&or thi0 a c)tomer 5ill call to 78J an3 5ill 4re 1)tton !% A+ter a +e5 econ30 the Telenor
o4erator 5ill 9)er/ the c)tomer <IN< n)m1er0 c)tomer name0 +ather name0 mother name0 an3
the 4lace o+ 1irth%
The -i2en 3ata i then match 5ith the NADRA recor30 i+ it i correct then re4reentati2e 5ill
re-iter the im0 other5ie he 5ill re?ect it an3 the c)tomer 5ill ha2e to re-iter the im on
another <NI<%
Institute of Management Sciences, UST Bannu %
Telenor Pakistan Internship Report
PRO+*%*N' *NFORMA(*ON (O &US(OMERS:
The thir3 ta. that I 4er+orme3 in the o++ice 5a to 4ro2i3e in+ormation to the c)tomer a1o)t
the er2ice an3 4ac.a-e )ch a telenor tal.ha5. her econ30 4ot 4ai3 tari++0 international call
rate etc%
I alo 4ro2i3e in+ormation o+ ho5 re-itere3 o+ chan-e the +rien3 an3 +amil/ n)m1er an3 a1o)t
the mo1ile n)m1er 4orta1ilit/ +acilit/%
Dail/ I 5a +ace ne5 c)tomer 5ith ne5 4ro1lem o I -ain a lot o+ ex4erience thro)-h thi
internhi4% Some c)tomer 1eha2ior 5ere extremel/ r)3e an3 5ere 2er/ har3 to control m/el+
in ome it)ation0 1)t 5e 5ere trictl/ retricte3 to 1eha2e ?)t a that 5e ha2e not an/ an-er
ene%
HAN%L*N' (HE &US(OMER &OMPLA*N(S:
A 5or.in- on a +ront 3e.0 I 5a alo ai-ne3 to han3le the c)tomerH com4laint in 2er/
e++icient manner% I liten the c)tomer com4laint care+)ll/ an3 -i2e 9)ic.l/ re4one o that
the c)tomer ati+ie3 an3 -o ha44il/% &ollo5in- 5ere ome c)tomer com4laint:
Mea-e 3o5nloa3e3 error
Mea-e not en3in-
<all 3iconnection
Billin- 4ro1lem in 4ot4ai3 connection
<o2era-e
=ron- call
Ooice 9)alit/
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<han-e o+ o5nerhi4
Thi ta. 5a reall/ har3 1)t en?o/a1le% Some c)tomer came 2er/ a--rei2el/ to recor3 their
com4laint 1)t o)r ta. i to cool 3o5n that c)tomer an3 ma.e them ha44/ 1/ ol2in- their
com4laint%
Some 4ro1lem ol)tion 3o not exit in the +ranchie o++ice0 o I re+er the c)tomer to hea3
o++ice%
;NE 3a/ @ -irl come to o)r o++ice% ;ne 5a the 3a)-hter o+ a .ernel an3 the ret o+ t5o 5ere
her +rien3% She tol3 me that I ha3 inc)rre3 a 1i- lo o+ R @0000 3)e to a +ra)3 call%
I a. her that ho5S She ai3 that once I recei2e a call +rom a n)m1er 5here a 4eron tol3 me that
telenor an3 5ari3 ha3 ma3e a ?oint 2ent)re an3 the/ ha3 3ra5 a l)c./ 3ra5 in 5hich /o)r
n)m1er i electe3 amon- the !D la. n)m1er% No5 /o) 5ill 1e a5ar3e3 o+ R D00000 W+i2e
la.X0 an3 +or that /o) 5ill ha2e to loa3 ) R D0000 1eca)e thee are the ex4ene0 5hich 5ill
occ)r in reachin- /o)r 5inin- 4rice to /o)% She tol3 me that I 3i3 it an3 en3 them a loa3 o+ R
D000%
Next 3a/ I recei2e3 another call +rom a ne5 n)m1er an3 he a/ that 5e are no5 comin-
to5ar3 /o) in o)r o5n 4ri2ate car0 an3 o)r oil ex4ene are R $D0000 I alo 3i3 it 0 an3 en3
them R $000 !D00 an3 D00 car3 05orth o+ R $D000% She +)rther tol3 me that I ha3 +)rther
loa3e3 them o+ R $0000 on 3i++erent occaion%
I ?)t la)-he3 an3 ai3 that I 3onHt 1elie2e0 1eca)e /o) are loo.in- +rom an e3)cate3 +amil/
an3 no one can ma.e /o) +ool o cotl/ an3 o eail/% She 5a near to cr/ an3 ai3 that K/e ir0
/o) are ri-ht 0 I 1elon- +rom an e3)cate3 +amil/0 1)t it alo tr)e that omeone ha3 ma3e me +ool
o eail/P an3 a a 4roo+ he o4ene3 her 4)re an3 ho5 me 3i++erent car3 o+ 3i++erent
3enomination o+ 5ari3 an3 telenor0 an3 alo -i2e me the a33ree o+ the ho4 an3 the 4eron
name +rom 5hich he ha3 loa3e3 them 3i++erent amo)nt%
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She +)rther a/ that m/ +ather i a heart 4atient i+ omeone ha tol3 a1o)t all thi nonene 0then
he 5ill 3ie% I a. her that /o) 5ere 3oin- all thee an3 3i3nHt +eel a little 1it o+ nee3 to tol3 /o)r
+ather% She re4lie3 that I thin.e3 that I 5ill -a2e him a )r4rie o+ )ch a h)-e amo)nt%
She tol3 me that 4leae ir hel4 me an3 ret)rn m/ mone/% I tol3 her that it i not 4oi1le no5
1eca)e -enerall/ 5hen /o) loa3 to hi n)m1er he then 4a the loa3 to another n)m1er in a
econ3% No5 i+ 1loc. hi n)m1er too0 it 3oenHt ma.e an/ ene +or him% She a/ that Ko.a/ M I
3onHt nee3 it 1)t 5ant that the loa3 ho)l3nHt -oe to their n)m1er%P
I tol3 her that /o) 5ere nee3e3 to thin. it in the 1e-innin-0 1)t 5e 5ill tr/ o)r 1et to trace the
n)m1er an3 the 4eron an3 5ill alo tr/ to reco2er the mone/% I +or5ar3 her com4laint to the
hea3 o++ice an3 re9)et them to ol2e it on an )r-entl/ 1ai%
She 5a ati+ie3 )4 to ome extent an3 ma.e a mile% She than.e3 me 2er/ 5arml/ an3 le+t the
o++ice%
LEARN*N' MANA'ER*AL SK*LLS:
;)r mana-er 5a a /o)n- +emale% An3 I reall/ im4ree3 +rom her mana-erial ca4a1ilitie
1eca)e he .no5 that ho5 5or. can 1e 3one +rom the em4lo/ee%
E2er/ =e3ne3a/ he call a meetin- o+ the ta++ mem1er an3 3ic)e ome 4oint a1o)t the
ale an3 the mana-ement 4er4ecti2e% I too acti2el/ 4artici4ate in thee meetin-%
There 5ere com4etition amon- all the +ranchie in Ra5al4in3i an3 Ilama1a3 on the 1ai o+
ale0 connection 4orta1ilit/0 an3 creatin- ea/4aia acco)nt% *ri:e 5ere then -i2en to $
t
0 !
n3
an3 @
r3
4oition hol3er% ;)r +ranchie -ot $
t
4oition A5ar3 in !00J0 in connection 4orta1ilit/
an3 ha alo achie2e3 the ale a5ar3 in !008%
It ha alo -ot t5o i4o30 5hich i -i2en to Mr%'amran an3 Mr%=a9a%
A I ai3 that all the cre3it -oe to o)r mana-er0 1eca)e o+ their 4)nct)alit/ an3 har3 5or.in-%
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Telenor Pakistan Internship Report
=e all .no5 that internee i ?)t an o1er2er0 -enerall/ he i not o m)ch 1o)n3 to o1e/ the
o++ice r)le a other em4lo/ee +or 5hich the/ are ma.in- 4a/ment%
B)t the cae i o1ol)tel/ 3i++erent here0 I 5a retricte3 to come on J AM to the o++ice an3 to
lea2e on D:@0 *M% I 5a li2in- in I#$0 Ilama1a30 an3 the o++ice 5ere in Ra5al4in3i a33er 0 the
3itance 5a ome a1o)t $ ho)r an3 @0 mint in 3i++erent taxie% So I 5a nee3 to -et )4 earl/ in
the mornin- to come on time to the o++ice0 1)t it 5a an interetin- to ee that o)r mana-er 5a
too come on time an3 reache 2er/ earl/ +rom all the ta++ mem1er% Thee all 5hat 5e can a/
the har3 5or.in- an3 -oo3 mana-ement% She ha3 create3 a +amil/ li.e en2ironment0 all the
mem1er are 2er/ coo4erati2e 5ith one another%
REPLA&EMEN( OF S*M:
;+ten c)tomer lot their Sim 3)e to 1ro.era-e or the+t0 o the/ come to the o++ice to 1loc. the
ol3 one an3 rei)e the ne5 im% I 5a tol3 to ta.e the ori-inal <NI< +rom the c)tomer an3 ee
that 5hether the im i re-itere3 on hi name or not% I+ /e then to rei)e the ne5 im0
other5ie the c)tomer i re+erre3 to the hea3 o++ice%
EAS, LOA% S,S(EM AN% PA,MEN(S OF POS(PA*% /*LLS:
<)tomer loa3 their 1alance eail/ +rom o)r ea/ loa3 /tem% I 5a alo ai-ne3 to 3o thi% It
5a a 2er/ care +)ll ta. 1eca)e once /o) ha2e entere3 an3 en3 loa3 to a n)m1er o+ R $000
intea3 o+ R $000 then /o) 5ill ha2e to 4a/ the R J00 +rom /o)r o5n 4oc.et% A com4laint can
1e ma3e to the hel4 line 1)t the/ 5ill +irt con+irm +rom the 4eron to 5hich /o) ha3 5ron-l/
en3 the loa30 i+ he i a-ree3 to ret)rn the loa3 then it o.0 other5ie /o) 5ill ha2e to 4a/ +rom
/o)r 4oc.et%
I 4eronall/ 4ai3 e2eral time R D0 +rom m/ o5n 4oc.et%
I 5a alo ai-ne3 to recei2e the 4a/ment o+ 4ot4ai3 1ill% Bill 5ere 4ai3 1/ en3in- the
1illin- amo)nt to that 4ot4ai3 n)m1er thro)-h the mo1ile et or thro)-h the /tem% A recei4t
5a then -i2en to the c)tomer0 an3 the c)tomer alo recei2e a text mea-e%
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Telenor Pakistan Internship Report
;nce a +orei-ner la3/ come to o)r o++ice an3 he 5ant to 4a/ her 4ot4ai3 1ill% Her a-e 5a
a1o2e D0% She tol3 me her n)m1er 0@C@D00C7!J an3 ai3 that I 5ana clear m/ 4ot4ai3 1ill% She
-a2e me R !000 +irt% I t/4e3 her n)m1er0 ho5 to her an3 alo re4eat 1/ a/in-% She a/
correct0 I en3 R !000 to her n)m1er an3 ai3 that it 3one ma3am0 1)t he ai3 that I ha2e not
recei2e3 a mea-e /et% I tol3 her that 4leae chec. /o)r 1alance% She chec.e3 it an3 the 1alance
5a not -one to her n)m1er I re4eat her n)m1er0 a I a/ the lat 3i-it J0 he crie3 that it not J0
it $W;NEX% I tol3 her that I crie3 it o)t a-ain an3 a-ain an3 /o) ai3 that /e correct correct%
=hat the hell 5a thatS She ai3 that I ha2e not 5ear -lae to3a/% I tol3 her that P1)t /o) ha2e
/o)r ear an3 I ha3 ai3 it tooM P 1)t he reit it an3 ai3 that /o) ha3 intentionall/ 3one it
5ron-l/ an3 it /o)r econ3 time that /o) are -oin- to ma.e me +ool% I tol3 her 5e ha2e not met
1e+ore an3 itH m/ +irt time to ee /o)0 1)t he init that no itH /o)r econ3 time% She 5ere
4ea.in- 2er/ lo)3l/ that -i2e me /o)r name I 5ill re4ort /o) in a 4olice tation% She 5ana ma.e
a 9)arrel 5ith me% All the ta++ mem1er an3 other c)tomer 5ere loo.in- at me0 ome 5ere
la)-hin- that 5hat 5ill ha44en 5ith me%
I -a2e her m/ name an3 m/ n)m1er an3 ai3 that ta.e it an3 -o to hell% She 5a then 1ecome
2er/ an-r/ on thee 5or3 an3 ai3 that /o) are extremel/ t)4i3% I tol3 her that /o) co)l3nHt 1e
ma.in- me +ool o.S An3 I .no5 that /o) ha2e t5o n)m1er0 once /o) tol3 ) one n)m1er 5hen
the 4a/ment ha3 -oe the then /o) ai3 an3 cr/in- on o)r ta++ that /o) 4eo4le ha3 5ron-l/
en3 it%She ai3 that -i2e me m/ mone/ 1)t I re+)e3 that +irt 5e 5ill com4laint +or the 4re2io)
mone/ it the/ come 1ac. then 5e 5ill a-ain en3 it to /o)0 other5ie 5e are orr/ ma3am% I
3onHt .no5 that 5hat he 5a ai3 in the lat 1)t he 5ent o)t in a h)rr/ an3 h)t the 3oor 2er/
lo)3l/%
A+ter an ho)r I ma3e a com4laint to the hel4 line% The/ ai3 that i+ the n)m1er i +o)n3 ;N0
then 5e 5ill +irt con+irm +rom the c)tomer0 i+ he acce4t o)r re9)et then 5e 5ill en3 1ac.
/o)r mone/ to /o)0 other5ie 5e are orr/ ir% =hen I tr/ to call on the 5ron- n)m1er0 it 5a
comin- ;&&0 I 5a o m)ch 5orrie3 1eca)e there 5anHt o m)ch mone/ 5ith me to 4a/ it
+rom m/ o5n 4oc.et%
B)t I 3onHt .no5 that ho5 e2enteen h)n3re3 r)4ee come 1ac. to o)r acco)nt an3 I 5a ooo
ha44/ that I canHt ima-ine% I then en3 1ac. thee e2enteen h)n3re3 r)4ee to the +orei-ner
la3/%
Institute of Management Sciences, UST Bannu
Telenor Pakistan Internship Report
&HAN'E OF OWNERSH*P:
It i a retriction +rom a *a.itan Telecomm)nication A)thorit/ W*TAX that im ho)l3 1e on the
name o+ the )er% So man/ c)tomer came to o)r +ranchie to chan-e the o5nerhi4 o+ the im%
ItH a 2er/ care+)l ta. 1eca)e i+ a c)tomer ma.e a com4laint to hea3 that m/ im o5nerhi4
ha chan-e3 to an/ other 4eron that it can ca)e to cloe the 5hole +ranchie%
I 5a trictl/ 4rohi1ite3 +or not to chan-e the o5nerhi4 1e+ore eein- the ori-inal <NI< an3 the
ori-inal im ?ac.et% Thee 1oth thin- are 2er/ im4ortant to chan-e the o5nerhi40 other5ie
c)tomer 5a then im4l/ re+erre3 to the hea3 o++ice%
PA&KA'ES &HAN'*N':
Telenor i contin)o)l/ intro3)cin- ne5 4ac.a-e% Some o+ 5hich ha2e lo5 call rate 0 ome
ha2e m 4ac.a-e0 an3 ome ha2e Internet 4ac.a-e etc etc% So a n)m1er o+ c)tomer 5ere
come to o)r o++ice to chan-e their 4ac.a-e into ne5 one% To chan-e the 4ac.a-e I 5a im4l/
3ial @CD an3 chan-e it +rom the o4erator%
Institute of Management Sciences, UST Bannu !
Telenor Pakistan Internship Report
(ELENOR SWO( ANAL,S*S
Stre%ths:
*ioneer in 7SM er2ice in *a.itan%
Stron- Bran3 name
7oo3 co2era-e an3 4ee3
Hi-het mar.et hare in term o+ )1cri1er an3 re2en)e%
Roamin- a-reement 5ith @00 4artner in $C0 co)ntrie
(ar-e0 n)m1er o+ cor4orate c)tomer%
Econom/ o+ cale%
*hone Ban.in-%
&eakesses:
Hi-h call rate%
(ar-e or-ani:ational tr)ct)re
YYY&allin- Mar.et hare
O!!"rtuities:
=(( er2ice in com4etition to *T<(0 4ro2i3in-
;44ort)nitie +or in+ratr)ct)re )44lier
7ro5th o+ OAS =iMAZ net5or.0 mo1ile TO er2ice%
Institute of Management Sciences, UST Bannu "
Telenor Pakistan Internship Report
De4lo/ment o+ @7 technolo-/
YYYYA3a4tation o+ ne5et technolo-/%
Threats:
<om4etition o++er0 -ainin- mar.et hare
Hi-h tax rate
Increae in im4orte3 e9)i4ment cot
Net5or. ca4acit/
Deterioration in er2ice 9)alit/
*olitical inta1ilit/
Institute of Management Sciences, UST Bannu #
Telenor Pakistan Internship Report
&5pter-B
&on!usion nd Recommendtions:
&onc!usion:
Telenor *a.itan i the +atet -ro5in- mo1ile o4erator in *a.itan%
Telenor *a.itan i committe3 to 1rin-in- tr)e mo1ile inno2ation to the )n3er#er2e3 mae o+
*a.itan% Telenor *a.itanH comm)nit/ contri1)tion ha2e exten3e3 o2er the /ear to incl)3e
e3)cation0 em4o5erment0 enter4rie0 an3 en2ironment # 5ith 4ecial +oc) on 1rin-in- the
telecom 4romie 5ithin the -ra4 o+ the mot 3ia32anta-e3 ection o+ the ociet/%
The com4an/ ha create3 !D00 3irect an3 more than !D000 in3irect em4lo/ment o44ort)nitie
5ith $000000Q retail o)tlet an3 !00Q +ranchie in a33ition% JJ%JA o+ thee em4lo/ment
o44ort)nitie 1elon- to *a.itani% Telenor i a 4lace 5here one can li2e hi 3ream an3 4)r)e
a career that re+lect hi .ill an3 4aion% Telenor -i2e +lexi1ilit/ +or chan-e0 the o44ort)nit/
to learn0 an3 4ro2i3in- career o4tion 5ith en3le 4oi1ilitie%
Recommendtions:
Some o+ the recommen3ation +or Telenor accor3in- to m/ )n3ertan3in- are:
&ranchie m)t 1e -i2en +)ll acce on c)tomer er2ice 3ata1ae o+ Telenor%
There m)t 1e re5ar3 an3 ac.no5le3-ement +or the 1et +ranchie in :one to increae
moti2ation le2el o+ +ranchie em4lo/ee%
Institute of Management Sciences, UST Bannu $
<)tom
er
Ser.ice
Telenor Pakistan Internship Report
Re+reher co)re +or the ta++ are mot im4ortant in an/ international or-ani:ation% All
the em4lo/ee o+ +ranchie ho)l3 ha2e thee co)re accor3in- to their re9)irement%
&orei-n ex4ert can alo 1e calle3 +or thi 4)r4oe%
E2er/ /ear ome o+ the em4lo/ee ho)l3 1e ent +or trainin- to other co)ntrie an3
em4lo/ee +rom other 1ranche or main o++ice ho)l3 1e 1ro)-ht here in the +ranchie% So
that the/ can o1er2e the ri-ht thin-%
There 5ere too man/ internee in c)tomer care 3e4artment0 the com4an/ ha to meet a
certain 9)ota o+ internee an3 thi loa3 i maxim)m 3)rin- )mmer% =hat thi 3oe i
ma.e the en2ironment ine++icient an3 extremel/ relaxe3% Thi matter re9)ire attention%
S)ch /tem ho)l3 1e 3ei-ne3 that e2er/ em4lo/ee 5ho ha ome 4ro1lem 5ith hi
)4er2ior can comm)nicate it to the hi-her mana-ement an3 ome te4 m)t 1e ta.en
to im4ro2e that%
There 5a a +ine line 1et5een em4lo/ee an3 internee0 an3 tho)-h that i
)n3ertan3a1le0 the /tem eeme3 m)ch cloe3 at time%
Beca)e o+ 1etter o44ort)nitie in mar.et0 a hi-h t)rno2er o+ .ille3 h)man reo)rce ha
1een een in Telenor % Serio) e++ort are nee3e3 to arret thi tren3% More an3 more
incenti2e ho)l3 1e -i2en to the em4lo/ee other than ?)t me3ical +acilit/ an3 4ai3
lea2e%
The 4erio3 o+ internhi4 ho)l3 1e 3i2i3e3 into the n)m1er o+ 3e4artment in Telenor %
The internee ho)l3 1e -i2en timeta1le mentionin- the n)m1er o+ 3a/ he ha to 5or. at
3i++erent 4lace in the o++ice% ;nce in a 5hile0 in each 3e4artment internee ho)l3 1e
-i2en a lect)re 1/ the mana-er o+ the 3e4artment a1o)t o4eration o+ the 3e4artment%
Thi 5o)l3 increae the learnin- o+ the internee%
The +act that there 5ere t5o ale o++ice in the 1)il3in- (one on the !n3 +loor an3 one in
the -ro)n3)0 le3 to 5or. relate3 con+)ion an3 hence miha4% *ro4er comm)nication an3
4lannin- ho)l3 1e there%
Institute of Management Sciences, UST Bannu !%
&re/it
Manag
ement
Telenor Pakistan Internship Report
Ditri1)tion o+ 5or. i not on e9)it/ 1ai in +ranchie0 5or. ha not 1een allocate3
4ro4erl/ ome 5or.er ha2e to 5or. har3 an3 ha2e to 5or. in late ho)r 5itho)t an/
extra re5ar3% So I )--et that te4 ho)l3 1e ta.en to allocate the 5or. 4ro4erl/%
All the em4lo/ee in the c)tomer care 3e4artment are o2er#1)r3en 5ith 5or. an3
re4oni1ilit/% The c)tomer care 3e4artment re9)ire more em4lo/ee%
=hen a ne5 em4lo/ee 1ecome a 4art o+ Telenor 0 he i not 4ro4erl/ oriente3% Telenor
ha thi 4olic/ o+ orientation 1)t it onl/ incl)3e 2iit to 3e4artment an3 .no5in- a1o)t
the 4olicie an3 r)le o+ the com4an/% I )--et a 4ro4er orientation an3 ociali:ation
eion ho)l3 1e there +or a ne5 em4lo/ee o that he ma/ +eel com+orta1le 5ith hi ne5
or-ani:ation%
The late eatin- o+ em4lo/ee ha 1een o1er2e3 in Telenor +ranchie 3itri1)tion
3e4artment an3 man/ em4lo/ee 5or. o2ertime a+ter o++ice ho)r% The/ ho)l3 1e
4ro4erl/ com4enate3 +or their 5or. e4eciall/ 3)rin- the o2ertime 4erio3% Thi 5o)l3
1e enco)ra-in- +or all the em4lo/ee%
Institute of Management Sciences, UST Bannu !1
Telenor Pakistan Internship Report
Mobi!e opertors nd t5e mr0ets in @5ic5 (e!enor opertes$
Institute of Management Sciences, UST Bannu !2
Telenor Pakistan Internship Report
Re*eren)e!:
Institute of Management Sciences, UST Bannu !3
/n1!des5 %enmr0
Hun1r3 M!3si
Montene1ro Nor@3
P0istn Russi
Serbi S@eden
(5i!nd
U0rine
Telenor Pakistan Internship Report
2223telenor3com
2223telenor3com3pk
2223pta3go.3pk
Institute of Management Sciences, UST Bannu !4