Final Project Management

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.


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

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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,

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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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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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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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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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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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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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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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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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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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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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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


• 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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• 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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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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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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Final Project Management

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