Report On Management Information System (MIS) Of

TELENOR FRANCHISE
Havelian

Submitted by: Ahsan Rahim

Session 2013-2017

DEPARTMENT OF INFORMATION TECHNOLOGY

Abbottabad University of
Science & Technology
 In the name of

The most Merciful and Beneficent, Whose help and

guidance we always solicit at every step in every moment.
 TABLE OF CONTENTS
S.NO Title Page
No
Chapter 1: TELENOR

1.1 Introduction 1
1.2 History 1
1.2.1 Head Quarter 2
1.2.2 Opening Ceremony 2
1.3 Vision 2
1.4 Mission 2
1.5 Values 3
1.5.1 Respectful 3
1.5.2 Keep Promises 3
1.5.3 Make It Easy 3
1.5.4 Inspiring 3
Chapter 2: OPERATION AND MILESTONE

2.1 Contribution In Pakistan Economy 4

2.2 Operations 4
2.2.1 Easy Paisa 4
2.2.2 Karo Mumkin 5
2.2.3 Internet And 3G 6
2.3 Milestones 6
Chapter 3: MIS
3.1 MIS 7
3.1.1 Importance 8
3.2 MIS In Telenor 8
3.2.1 Software CMMI Level 3 9
3.2.2 Hardware 9
3.3 Networking 9
3.4 VPN 9
Chapter 4: Roles And Department
4.1 Commercial 11
4.2 Customer Care Division 12
4.3 Human Capital 12
4.4 Technology 12
4.5 Financial service 12
4.6 Finance 13
4.7 Corporate Affair 13
 ABBREVIATIONS

 MIS: Management Information System

 CEO: Chief Executive Officer
 GSM: Global System For Mobile
 GPRS: General Packet Radio Service
 EDGE: Enhance Data
 ATM: Automatic Teller Machine
 NED: Nadir shah Eduljee Din shah(University)
 3G: 3rd Generation
 CGAP: Consultative Group Of Assist The Poor
 CMMI: Capability Maturity Model Integration
 GHz: Giga Hertz
 GB: Giga Bytes
 VPN: Virtual private network
 LAN: Local area network
 WAN: Wide area network
 M.D: Managing director
 R.S.O: Retail sales officer
 S.D.M: Sales development manager
 ACKNOWLEDGEMENT

We are grateful to Allah, Who gave us the power to complete

this report.

I am highly thankful to my honorable teachers for guidance.

I am indebted to all employees of Telenor Franchise Havelian

branch for their corporation in this regard.

I express my immense gratitude to Mr. Rameez (S.M.D in

Telenor Franchise Havelian) for his kind favor for me.

Project Member
 EXECUTIVE SUMMARY
Telenor is an international telecommunication company. It provides telephonic, internet
and banking services to people. Telenor Company is owned by Telenor group which
provide it services in 13 markets across Europe and Asia.

It is among the largest mobile operators in the world with 172 million mobile
subscriptions and a workforce of approximately 33,000.

Telenor Pakistan’s Corporate Headquarters are in Islamabad.

Telenor acquired a license for providing GSM services in Pakistan in April 2004.

It launched its services commercially in Karachi, Islamabad, and Rawalpindi in 15 March

2005

Telenor Pakistan’s Corporate Headquarters are in Islamabad.

The official opening of Telenor Pakistan was held in Islamabad with former President of
Pakistan General Pervez Musharraf as guest of honor and a Telenor delegation headed by
President & CEO Telenor Group Jon Fredrik Baksaas along with then CEO Telenor
Pakistan Tore Johnsen.

MIS mean “management information system” which provides information that

organizations require to manage themselves efficiently and effectively.

Telenor Pakistan’s Software Engineering Department has been appraised at Capability

Maturity Model Integration (CMMI) Level 3.
CHAPTER # 1

TELENOR

1.1 INTRODUCTION

Telenor is an international telecommunication company. It provides telephonic, internet

and banking services to people. It is owned by Telenor group which provides services in
13 markets across Europe and Asia. It is among the largest mobile operators in the world
with 172 million mobile subscriptions and a workforce of approximately 33,000.

Telenor Pakistan has invested over US $2.3 billion in the local economy so far. It
acquired a GSM license in 2004 and began commercial operations in March 15, 2005.

Most recently, Telenor Pakistan has reported a subscriber base of 35 million and a market
share of approximately 25%, making it Pakistan's second largest mobile operator.

1.2 HISTORY

Telenor acquired a license for providing GSM services in Pakistan in April 2004.

It launched its services commercially in Karachi, Islamabad, and Rawalpindi in 15

March 2005.It expanded its services to Lahore, Faisalabad and Hyderabad in 23 March
2005.

1.2.1 HEADQUARTER

Telenor Pakistan’s Corporate Headquarter is in Islamabad, with regional offices

in Peshawar, Lahore, Faisalabad, Multan, Hyderabad, Quetta and Karachi. In 28 January
2005, Telenor established its first call centre in Karachi.

1.2.2 OPENING CERMONY

The official opening of Telenor Pakistan was held in Islamabad with former President of
Pakistan General Pervez Musharraf as guest of honor and a Telenor delegation headed
by President & CEO Telenor Group Jon Fredrik Baksaas along with then CEO Telenor
Pakistan Tore Johnsen.

The inauguration call was made by former President Pervez Musharraf to the Prime
Minister of Norway, who was visiting Australia at the time.

1.3 VISION
“Make it happen” (Karo Mumkin).

Transforming people’s lives and empowering societies to grow and progress.

1.4 MISSION
To provide the power of digital communication, enabling everyone to improve their lives,
build societies and secure a better future for all. To bring vital infrastructure, new services
and products that stimulates progress, change and improvement.

1.5 THEIR VALUES

“We values serve as a guide for their everyday work. We describe how we should serve
our customers and work together as colleagues”.

1.5.1 Respectful
“We acknowledge and respect local cultures and want to be a part of local communities
wherever we operate”.

1.5.2 Keep promises

“We are about delivery, not overpromising. We are about actions not words”.

1.5.3 Make it easy

“We don’t complicate things. Everything they produce should be easy to understand and
use”.

1.5.4 Inspiring
“We find new ways to create and improve new values”.
CHAPTER # 2

OPERATION AND MILESTONES

2.1 CONTRIBUTION IN PAKISTAN ECONOMY

Telenor Pakistan continues to contribute in Pakistan's economy. It has created 2,800
direct and 25,000 plus indirect jobs and has a network of over 200,000 retailers,
franchises and sales & service centers, thus providing a means to livelihood to thousands.

Telenor Pakistan contributed over Rs. 147 billion in various forms of direct and indirect
taxes to the economy of Pakistan since the beginning of its operations in 2005. Telenor
Pakistan has invested over US$2.3 billion in the local economy so far.

2.2 OPERATIONS
2.2.1 EASY PAISA
In 2009, Telenor Pakistan partnered with Tamer Micro Finance Bank to introduce
branchless banking for the first time in Pakistan. Easypaisa the largest branchless
banking service in Pakistan offers the most convenient access to financial services.
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 (easy load) for their mobile
phones or giving donations etc.

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 Tamer 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. Easypaisa facilitates people with following services:

 Bill payment
 Money sending and receiving
 Donation
  ATM card
 Easy load
 Mobile account

2.2.2 KARO MUMKIN

For a nation, there is no power as constructive as the passion of its people and their ideas
for making a real difference. Being a responsible corporate citizen of Pakistan, Telenor
Pakistan came up with an idea to start with a process change by realizing every single
possibility.

Inducing the spirit of change by setting an example with character, Telenor launched the
first of its kind campaign in Pakistan under the theme of Karo Mumkin. It made people
realize and believe in their true potentials and helped them to achieve every possibility
they see in any discipline of life.

WINNER OF KARO MUMKIN

Fariha Ambreen idea is to collect waste papers from different sources recycle them into
notebooks and distribute them for the education of needy children. Her vision is to see a
clean Pakistan an educated Pakistan.

Abdul Haq Mohiuddin, a graduate of NED University dreams to see an educated

Pakistan. This prompted him to come up with idea of each graduating student of NED
giving Rs. 100 to help an under privileged child in his education.

2.2.3 INTERNET AND 3G

Telenor Pakistan provides wide EDGE connectivity across the country. It has one of the
largest data networks (GPRS) in Pakistan providing Internet services to customers.
Telenor has coverage in more than 3,500 cities and towns throughout Pakistan. The
company has over 8,000 3G ready cell sites throughout the country and
offers GPRS and EDGE services at the time.
In 23 April 2014 in Islamabad, Telenor Pakistan secured the 3G License and will shortly
be launching 3G services in Pakistan.
2.3 MILESTONES

Telenor Pakistan has won a number of awards.

In 2011, it won the Prime Minister of Pakistan Trophy for Largest Foreign Direct
Investment (Telecom Sector) which was awarded by the Lahore Chamber of Commerce
and Industries.
Telenor Pakistan & Tamer Microfinance Bank’s Easypaisa was awarded the Shaukat
Khanum Social Responsibility Award 2011 by Shaukat Khanum Memorial Cancer
Hospital & Research Centre.
Easypaisa has also won the Best Mobile Money Transfer Entrant of the Year Award at
the world’s first Mobile Money Awards in 2011.
In 2012, Easypaisa was declared as the third largest mobile money service in the world
by Consultative Group to Assist the Poor (CGAP), a global partnership of 34
organizations housed in the World Bank whose goal is to advance financial inclusion.
In previous years Telenor Pakistan has been presented the "Best Place to Work Award"
by Pakistan’s HR associations; and the Best Practices Award, presented by The Data
Warehousing Institute. Telenor Pakistan has also won the "Super brand of the Telecom
Industry Award"; recognition supported by the international brand arbiter Super
brands that operates in 55 countries.
CHAPTER # 3

MANAGEMENT INFORMATION
SYSTEM

3.1 MIS
MIS mean “management information system” which provides information that
organizations require to manage themselves efficiently and
effectively. Management information systems are typically computer systems used for
managing.
The five primary components:
1. Hardware
2. Software
3. Data (information for decision making)
4. Procedures (design, development and documentation)
5. People (individuals, groups, or organizations)
Management information systems are distinct from other information systems because
they are used to analyze and facilitate strategic and operational activities.
Academically, the term is commonly used to refer to the study of how individuals,
groups, and organizations evaluate, design, implement, manage, and utilize systems to
generate information.
To improve efficiency and effectiveness of decision making, including systems
termed decision support systems, expert systems, and executive information systems.
Most business schools (or colleges of business administration within universities) have an
MIS department.
3.1.1 IMPORTANCE
The following are some of the benefits that can be attained for different types of MIS
 Companies are able to highlight their strengths and weaknesses due to the presence of
revenue reports, employees' performance record etc. The identification of these
aspects can help the company improve their business processes and operations.
 Giving an overall picture of the company and acting as a communication and
planning tool.
 The availability of customer data and feedback can help the company to align their
business processes according to the needs of the customers. The effective
management of customer data can help the company to perform direct marketing and
promotion activities.

MIS can help a company gain a competitive advantage. Competitive advantage is a firm’s
ability to do something better, faster, cheaper, or uniquely, when compared with rival
firms in the market.

3.2a IT DEPARTMENT OF TELENOR

Telenor Pakistan IT department is situated in the capital city Islamabad at F -

7 jinnah super where all the IT matters are taking in 18th to consideration
with the head office h e r e a r e a l m o s t t e n t o I T c o n c e r n m a n a g e r s w h o
r e g u l a t e a l l i n f o r m a t i o n technology matters there is a sound environment for
working if any problem occurs in this section there are IT engineers to fix that problem.
Main Servers are installing here.
3.2 MIS IN TELENOR
As part of our core mission, Telenor maintains a deep commitment to being a thought
leader and an organization that enshrines rigorous quality standards in its processes and
solutions. This is our way of ensuring optimal efficiency and effectiveness within the
company while delivering the greatest value to our customers.

In 2012, the company received the highly praised ISO 9001:2008 certification for Data
Control, Management, HR procedures, efficient procurement, deployment, project,
planning and analysis.
In 2013, Telenor Pakistan marched its way to achieve CMMI Level 2 appraisal for
innovative software planning that ensured productivity and consistency.
3.2.1 SOFTWARE CMMI LEVEL 3
Telenor Pakistan’s Software Engineering Department has been appraised at Capability
Maturity Model Integration (CMMI) Level 3 – one of the most prodigious accolades in
software engineering and management industry for best software practices.

With this appraisal, Telenor Pakistan has become the 1st cellular operator whose Software
Engineering Department has achieved such a level of excellence.

Software technology serves as the backbone of cellular operations as it ensures swift and
efficient delivery of services. With the CMMI Level 3 appraisal, Telenor Pakistan will
take provision of customer services to newer heights.

3.2.2 HARD WARE

In Telenor franchise Havelian employees use Dell Pentium 4 computer having 3 GHz
processor and 250 GB hard disk. But company also provides laptops and PCs having high
configuration according to working responsibility.

There are approximately 2500 computers provided in the offices for data
recording and for almost all the company matters are done on computers with
min paper work they b e l i e v e o n n e w t e c h n o l o g y t h a n c o n v e n t i o n a l
m e t h o d s a l l t h e s t a f f i n t h e h e a d office got lap tops made by DELL.

Telenor franchise has also scanner, printer and biometric device.

3.3 NETWORKING

They are connected with the LAN (local area network) within the
offices and in the franchises and also connected through WAN
t h r o u g h d i f f e r e n t c i t i e s a n d i n d i f f e r e n t countries throughout the world.
Telenor also connected with the satellite.

3.4 VPN virtual private network

Virtual private network is used in the franchises and in the other departments like in head
offices though this all the computers are attach with a same server
a n d w o r k w i t h t h e inter connectivity with other server.
 Chapter # 4
Roles And Department

Telenor Group
Human
Commercial
Capital

Technology Finance

Corporate Financial
Affairs Customer Care Division Services

4.1 Commercial
The Commercial Division is responsible for understanding customers need, the market
and the competition. Their marketers are primarily responsible for developing the
Company's go to market strategies, promotions and products, brand philosophy and
communication.

4.2 Customer Care Division

The Customer Care Division is responsible for managing all customer service touch
points including the call centre and sales & service centres located across the country.

4.3 Human Capital

The value Telenor places on employees knows no bounds and this division reflects their
commitment to the company's most important asset, its human resource.
4.4 Technology
Planning, Implementation and Operation of our expansive network is the core
responsibility of our Technology Division. It also provides enterprise services internally
that enable us to work and share information.

4.5 Financial Services

Financial Services manages the mobile financial services launched by Telenor Pakistan
and Tameer Microfinance Bank under the 'Easypaisa' banner. The vision of Easypaisa is
to provide convenient, reliable, secure and speedy financial services. .

4.6 Finance
The Finance Division aims to fulfil all financial requirements while minimizing the risks
involved on financial and accounting sides to ensure Telenor remains a vibrant and
healthy enterprise.

4.7 Corporate Affairs

These areas promise exhilarating career options for those who enjoy working on
stakeholder management, long term strategy and special projects. Career opportunities are
available in areas such as Corporate Communications & Responsibility, Legal,
Regulatory and Public & Government Affairs.