Post on 27-Jan-2016
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Organization: Telenor Pakistan
Principles of Management
FINAL PROJECT
University Name: Bahria University Islamabad Campus.
Group Members:
Sheikh Shahrukh 01-222152-057
Haris Hafeez 01-222152-049
Hamza Bhatti 01-222152-048
Osama Baig 01-222152-0
Submitted to: Ma’am Talat Rehman.
Company name: TELENOR PAKISTAN
Topic: Select any one telecom company of Pakistan and discuss why that company is still
the market leader in terms of growth as well as having the largest customer base. To what
extent factors like innovative thinking, focused training programs, competiveness and
customer satisfaction are responsible for good management practices of that telecom
company.
Date of Submission: 13-dec-2015.
Word Count: 3000.
Organization: Telenor Pakistan
ContentsACKNOWLEDGEMENT.................................................................................................................................2
Topic:...........................................................................................................................................................3
Introduction of Telenor:..............................................................................................................................3
Services:...................................................................................................................................................4
Mobile Financial Services...................................................................................................................4
Internet Services..................................................................................................................................4
Corporate Responsibility:........................................................................................................................5
Questions:...................................................................................................................................................6
Q1) Why Telenor is still the market leader in terms of growth as well as having the largest customer base?.......................................................................................................................................................6
Karo Mumkin......................................................................................................................................6
Easypaisa.............................................................................................................................................7
Q2) To what extent factors like innovative thinking, focused training programs, competiveness and customer satisfaction are responsible for good management practices in Telenor?............................11
Sustainable Innovation.......................................................................................................................11
Transformative Innovation................................................................................................................12
Innovating with Partners....................................................................................................................14
SWOT Analysis Easypaisa:..........................................................................................................................14
Strengths:..............................................................................................................................................14
Weaknesses:..........................................................................................................................................15
Opportunities........................................................................................................................................16
Threats...................................................................................................................................................16
Conclusion:................................................................................................................................................17
References.................................................................................................................................................18
Page 1 of 18
Organization: Telenor Pakistan
ACKNOWLEDGEMENT
We are using this opportunity to express our gratitude to everyone who supported us throughout
the Management final project. We are thankful for their aspiring guidance, invaluably
constructive criticism and friendly advice during the project work. We are sincerely grateful to
them for sharing their truthful and illuminating views on a number of issues related to the
project.
We express our warm thanks to Mr. Ahmed Makhen for their support and guidance at Telenor.
We would also like to thank our Teacher Ms. Talat Rehman who taught us everything for the
project and also gave us the opportunity to utilize our skills as well as the knowledge that we had
learned from this course.
Thank you,
Page 2 of 18
Organization: Telenor Pakistan
Topic: Select any one telecom company of Pakistan and discuss why that company is still
the market leader in terms of growth as well as having the largest customer base. To what
extent factors like innovative thinking, focused training programs, competiveness and
customer satisfaction are responsible for good management practices of that telecom
company.
Introduction of Telenor
Telenor was founded in 1855 and builds on nearly 160 years of experience in the telecom sector.
Telenor Group is one of the world’s major mobile operators with 179 million mobile
subscriptions. It has mobile operations in 13 markets and in additionally 14 markets through its
ownership in VimpelCom Ltd. The Telenor Group is headquartered in Oslo, Norway and listed
on the Oslo Stock Exchange.
Telenor Pakistan is 100% owned by the Telenor Group, an international provider of high quality
voice, data, content and communication services in 13 markets across Europe and Asia. Telenor
Group is among the largest mobile operators in the world with 180 million mobile subscriptions
and a workforce of approximately 33,000.
The company acquired the GSM license in 2004 and began commercial operations on March 15,
2005. So far, it has invested over USD 2.3 billion in the local economy and has created 2,400
direct and 25,000 plus indirect jobs. It also has a network of over 200,000 retailers, franchises
and sales & service centers, thus providing means of livelihood to thousands of Pakistanis.
Over Rs. 147 billion in various forms of direct and indirect taxes have been contributed to the
national exchequer by Telenor Pakistan since the beginning of its operations in 2005. Telenor
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Organization: Telenor Pakistan
Pakistan's corporate headquarters are in Islamabad, with regional offices in Karachi, Lahore,
Faisalabad, Multan, Hyderabad and Peshawar. Telenor Pakistan has reported a subscriber base of
over 36 million, making it Pakistan's second largest mobile operator.
Services
Mobile Financial Services
Telenor Pakistan acquired 51% of Tameer Microfinance Bank in November 2008 and in 2009,
launched Pakistan’s first and to date the largest Mobile Financial Services brand 'Easy paisa'. In
February 2014, Easy paisa won two GSMA awards at the Mobile World Congress in Barcelona
Spain. It was honored the ‘Best Mobile Money Service in the World’ and ‘Best Mobile Money
Service for Women in Emerging Markets.'
Internet Services
Telenor Pakistan took part in the spectrum auction held on April 23, 2014 and acquired the
license to launch 3G services in Pakistan for USD 147.5 million. With the ambition of bringing
‘Internet for All’, the company started aggressive rollout of 3G services across urban and rural
areas of Pakistan. Today, Telenor Pakistan is the fastest growing 3G network in Pakistan and
expanded the 3G coverage area to 45 cities by the end of October 2014. Telenor Pakistan
currently serves over 1.3 million 3G customers across Pakistan.
Telenor Pakistan provides also wide EDGE connectivity across the country. It has one of the
largest data networks (GPRS) in Pakistan providing Internet services to customers.
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Organization: Telenor Pakistan
Corporate Responsibility
In addition to our focus on extending the benefits of mobile communications, Telenor Pakistan
contributes to society through selected social investments that are focused on long-term
partnerships that can contribute to lasting change. Focus areas for Telenor Pakistan are;
Disability, Education, Health, Emergency Response and Employee Volunteerism.
Currently, Telenor Pakistan is partnering with Plan international to rehabilitate 44 partially
damaged, flood affected, government middle schools across Pakistan to benefit more than 10,000
students. PKR 145 million have already been allocated to improve the infrastructure of school
buildings, provide water sanitation & hygiene (WASH) facilities, construct IT labs, install solar
electrification and in house maintenance of the facilities. The school improvement plan also
includes teacher/student training on use of ICT for education and improved conceptual clarity
through Telenor m-learning service as well as e-education content.
Khuddar Pakistan is Telenor Pakistan's flagship corporate responsibility program which aims to
create dignified opportunities for persons with disabilities. The purpose is to become the most
disabled-friendly organization in Pakistan in terms of employment, service, and community
support.
We have also has taken and continue to implement a number of environment friendly initiatives
that include mainstreaming energy efficiency and alternate energy solutions, and implementing
occupational health & safety practices that comply with international standards.
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Organization: Telenor Pakistan
Questions
Q1) Why Telenor is still the market leader in terms of growth as well as having the largest customer base?
Talkshawk
Djuice
Easypaisa
Postpaid
Internet
Digital Service
Devices
Karo Mumkin
Today, our customers’ needs are changing dramatically according to local market conditions.
Both the telecom industry’s and our customers’ requirements have changed beyond all
recognition. We need a brand that focuses on the future, that makes us stand out from the
competition in a positive, distinct and relevant way and that helps us to deliver a tangible
difference to our customers.
Where we stand today not only has our business changed, but also our ambitions and the
behavior of our customers. We envision ourselves conquering new horizons and want to touch
every Pakistani, helping them get more out of their lives.
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Organization: Telenor Pakistan
Whether it’s a company or an individual, if you challenge the impossible, then you start realizing
the possibilities. Inspired with the same spirit, Telenor decided to go far beyond cellular services,
expanding into areas of financial services and data communication through its initiatives,
products and services. This propelled us towards refreshing our vision and goals for the coming
years.
Telenor Pakistan helps individuals realize their potential and empowers them through
opportunities to achieve their goals – Karo Mumkin
Easypaisa
Easypaisa, the largest branchless banking service in Pakistan offers the most convenient access
to financial services for all Pakistanis! Whether you have a mobile phone or not, Easypaisa offers
services that would forever change the way you perform your financial transactions. Join the
Easypaisa revolution and take more control over your life!
Telenor Pakistan has always been a pioneer in innovative services. In 2009, Telenor Pakistan
partnered with Tameer Micro Finance Bank to introduce branchless banking for the first time in
Pakistan. The innovative product umbrella of Easypaisa gives the people of Pakistan complete
convenience and empowerment that they have always wanted in life.
Easypaisa is not just limited to Telenor subscribers; it’s available for all mobile phone users. In
fact people without mobile phones can equally enjoy Easypaisa products. With Easypaisa,
customers have access to the easiest way to conduct their financial transactions, whether they are
related to paying bills, sending/receiving money within Pakistan, receiving money from abroad,
purchasing airtime (easyload) for their mobile phones or giving donations etc.
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Organization: Telenor Pakistan
No longer do people have to travel long distances, wait in long queues at Post Offices or Banks
or be constrained by limited working hours. Any person can use Easypaisa services by visiting
their nearest Easypaisa shop, Telenor Franchise, Telenor Sales & Service Center or a Tameer
Microfinance Bank branch. As of June 2011, there are thousands of Easypaisa shops operating
all over Pakistan.
Approved by the State Bank of Pakistan, everyone can enjoy secure branchless banking service
through Easypaisa with instant transactions.
ISLAMABAD, May 31, 2011: According to a recent study conducted by Telenor Group and
Boston Consulting Group, wider access to mobile financial services in Pakistan could lead to the
creation of 1 million new jobs by 2020. An estimated US$2 billion could be added annually to
government revenues, helping raise Pakistan's GDP growth by 3%.
Branchless Banking Analysis Branchless banking industry, during the first quarter of CY 2015,
witnessed a widespread increase in the branchless banking accounts, which climbed to 7.5
million, showing an impressive growth of 39% over the previous quarter (Oct-Dec 2014).
According to the study, given a supportive environment, the percentage of Pakistan's adult
population using mobile financial services could go up from the current 2% to 35% by 2020
resulting in higher savings, creation of formal credit channels, and improved insurance usage.
Easypaisa wins People’s Choice Award in Dow Jones & Wall Street Journal’s “The
Financial Inclusion Challenge”
Easypaisa, has won the People’s Choice award in Dow Jones & Wall Street Journal’s “The
Financial Inclusion Challenge” held in Hong Kong on June 30th 2015.The Wall Street Journal
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Organization: Telenor Pakistan
invited nonprofit and for-profit enterprises around the world to submit short video proposals that
showcased their solutions to the problems of financial access for the poor. An independent panel
of judges assessed all entries and Easypaisa was amongst the six finalists. Out of dozens of other
applicants, Easypaisa was the only Pakistani service to be shortlisted in this international
competition. Voting was conducted via Wall Street Journal’s website and concluded on 26th
June. Easypaisa was up against competing organizations from Bangladesh, China, India and
Laos. In addition to the success in the domestic market, Easypaisa has received global
recognition in the past as well. In 2013, Easypaisa was declared as the third biggest mobile
money service in the world award by CGAP, a unit within the World Bank, and in 2014,
Easypaisa won the Best Mobile Money Service award at the annual GSMA Awards in
Barcelona.
Total Breakup graphs of transactions for financial services in Pakistan.
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Organization: Telenor Pakistan
The market share among players has shown no significant difference during the quarter both in
volume and value of transactions (figure 2, 3). EasyPaisa’s share in number of transactions
decreased slightly (54% from 55%) whereas the share in value of transactions increased with the
same proportion of 1% to reach at 49%. Omni’, the second largest player share in overall volume
and value remained same at 20%, however, the gain was noted in Mobicash in terms of quantum
of transactions whereas it showed decline in overall value of transactions. Other players,
especially the new ones have shown little or no change in the share of size and number of
transactions.
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Organization: Telenor Pakistan
Q2) To what extent factors like innovative thinking, focused training programs, competiveness and customer satisfaction are responsible for good management practices in Telenor?
Sustainable Innovation 80%
CORE BUSINESS
Transformative Innovation 15%
ADJACENT BUSINESS
Innovating with Partners 5%
INCUBATION LAB
Sustainable Innovation
Product Innovation
o Telenor Branded Devices
People Innovation
o Technology Eureka
Platform Innovation
o E-Auction
Ecosystem Innovation
o Location Intelligence
Partnership Innovation
o Internet.org Launch
Channel Innovation
o Easy Shops
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Organization: Telenor Pakistan
Transformative Innovation
Setting up Adjacent Businesses
I-O-T (Internet of Things)
M-Agriculture
M-Advance
Significant growth expected in Digital Verticals vs. Traditional Telco
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Organization: Telenor Pakistan
Innovating with Partners
SWOT Analysis Easypaisa
Strengths
• With Telenor Easypaisa you can pay your utility bills and also you can transfer money
hassle free at any time of the day
• Any person with a valid CNIC can transfer money & pay his utility bill
• This service is not limited to Telenor subscribers only, other mobile network users can
also avail this facility
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Comm-TechJoint Venture
Standardize APIs
Invite External Internal
Ventures
Allow Asset Access
(API, BI etc.)
Mentor and Scale
Decide to Invest Stake
Own the IPRs
Devise Governance Framework
Devise Legal Framework
Organization: Telenor Pakistan
• You can pay your bills and can transfer your money on any easy paisa shop, Telenor
franchise and any branch of tameer microfinance bank
• More than 4000 easypaisa shops available and Telenor target is to increase them to 20000
in the coming year
• You no longer have to stand in the long queues of the bank to pay your bills
• A secure encrypted transaction which is based on GSM standards
• It is also approved by the State Bank of Pakistan
• No complex paper work is involved
• With easypaisa info services you can inquire about your bill payment and money transfer
by calling them on their Helpline
• Customer can also provide heir feedback by submitting the feedback form
Weaknesses
• The biggest weaknesses of Telenor easypaisa is that a customer has to pay extra charges
especially in case of utility bills, due to which public may feel reluctant to pay their bills
through this channel
• Also Telenor easypaisa does not include all the utility companies in order to facilitate
their customer
• The easypaisa shops are also not enough which is also a weakness
• Also easypaisa services are not present in all cities of Pakistan till yet
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Organization: Telenor Pakistan
• Limitation of the amount sent through money transfer
• Trust may also be an issue for new customers
Opportunities
• Telenor easypaisa should add more services in their portfolio other than bill payment and
money transfer only
• If Telenor easypaisa eliminate or decrease the extra charges associated with their both
services it can attract more customers
• Also easypaisa utility bills service should include all the utility companies for the bill
collection
Threats
• The biggest threat that easypaisa will encounter is that there are also other channels like
NADRA kiosks, post offices which do not take any service charges for collecting the
utility bills
• Extra charges associated with the services may result in easypaisa losing customers
• Mobile banking services by different banks may also pose a threat to easypaisa services
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Organization: Telenor Pakistan
Conclusion
In the end we can conclude that Telenor Easypaisa service is no doubt a unique branchless
banking service introduced by Telenor. Easy paisa is the easiest way to conduct your financial
transactions whether they are related to paying your utility bills, sending/receiving money within
Pakistan etc. But it is also necessary to provide more services under the umbrella of Telenor
easypaisa. Also the proper steps should be taken by Telenor to remove the problems of the
customers associated with this service.
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Organization: Telenor Pakistan
References
http://www.easypaisa.com.pk/index.php/en/about/about-easypaisa
https://www.telenor.com.pk/about/about-telenor-pakistan/our-history
http://www.easypaisa.com.pk/
https://www.telenor.com.pk/about/about-telenor-pakistan/karo-mumkin-philosophy
http://www.telenor.com/wp-content/uploads/2015/04/Telenor-Group-Annual-Report-
2014.pdf
http://propakistani.pk/2015/05/06/telenor-posts-10-growth-in-revenues/
Mckinsey Study for Telenor Group Strategy 2020 in 2015
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