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INTERNSHIP REPORT ON

WARID TELECOM

Advisor: SIR MUDASSAR AWAN Submitted By: KHURRAM WAHEED MBA-SP07-042

COMSATS Institute of Information Technology M.A Jinnah Campus, Defence Road Off Raiwand Road Lahore

PREFACE
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2 Educations basic purpose is to replace the closed mind with an open one. But knowledge is nothing without experience.

The basic purpose of doing studies is getting more and more knowledge. MBA is the only degree that provides us an opportunity to explore the knowledge practically. Internships with the help of which we get information about the existing market makes us prepare for entering into market after the completion of degree program. Internship is a part of our degree program that enables us to enter into the market before the completion of the degree. I have prepared my internship report on Warid Telecom, which would definitely be a change in internship reports as the sector which has been focused is never focused before regarding internships. This report also contains some worthy information about the telecommunication revolution and growth in Pakistan. The use of cellular phones is also a great issue and a huge market which has also been focused in this report. Plus it contains the learning which I got by working into Warid Telecom. No doubt this internship helped me out in exploring new skies of knowledge and new experiences of life.

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ACKNOWLEDGEMENT
The completion of this internship report was not possible without the worthy information provided by Mr. Ahsan Waheed who is playing role as a boss of mine who gave me training in the initial days of joining the job. And special thanks to University that made internship a part of our degree program which enables us to enter into the market and explore the new skies of knowledge.

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Dedication

I dedicate my work to my honorable

Parents and respectable teachers, whose guidance and magnificent devotion to my Studies encouraged me to achieve this Landmark

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Table of contents
Particulars Executive summary Background and Introduction Vision Statement Mission statement Core Values Introduction of Warid telecom Key strengths Page # 8 10 12 13 15 21 23 24 25 28 29 30 31 32 33 34 35 37 37 38 39

Telecom Revolution in Pakistan PTA Chairman Mobile Sector Business Structure and Strategy Management levels Top management chart Middle management chart Low level management Organizational structure of Business centres Organizational structure of contact centres Organizational strucure of Sales and Marketing

Swot Analysis Competitive strategy Strategic objectives Business strategies Comparison of tariff plan with competitors

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Management Approaches used in Warid Managerial Roles at Warid Management functions Motivation Methods used at Warid Ethics and Ethical behavior Social Responsibility of Warid Organizational Culture of Warid Strategic Management At Warid Business overview GSM LDI/WLL

48 50 51 52 54 55 56 56 59 60 62 70 71 71 71 71 72 72 72 72 73 73 73 74 74 74

Marketing strategies and Marketing Mix Marketing Strategy Marketing Objectives 6 Good Corporate Citizenship Putting Customer First Coverage Service Price Distribution Benefits Brand Value and Identity Core Competencies Brand Values Product Positioning Target Market Beheard 0321

7 Target Maket Analysis 75

Marketing Mix Product Price Place Promotion 76 86 86 89

Suggestions and Recommendation Conclusion My Learning as a Student Index Biblography

91 91 92 94 95

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EXECUTIVE SUMMERY
This report covers information about my practical experience at Warid Telecom. This report contains the practical experience which I have in Warid Telecom. It contains the introduction of Warid, its strategic objectives, marketing strategies, competitive strategies and most important the learning which I get out during my stay at warid. I also give some recommendation at the end. In this project report first I give the profile of Warid Telecom, its Vision and Mission statement and core values. Then the hierarchy of the management at Warid is discussed and shown with the help of tables. Various strategic objectives and business strategies are also discussed in the report then various approaches that are used by the Warid Telecom are discussed while basic concepts of all the approaches are also discussed. After that the different roles of managers are defined and how managers at Warid perform those roles is elaborated. Different functions of managers are defined and how these functions are performed by the Warid managers is written. Going ahead there are concepts like motivation, ethics , organizational culture, strategies that are being defined according to their bookish definitions and how these concepts are applied in Warid Telecom is discussed.

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Background And Introduction

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Warid Telecom's vision is "To be the leading national communication provider with a strong international presence." To become the leading national communications provider by enriching lives through a unique customer experience in the Pakistani market Delivering the Promise. Once a Warid Customer is always a Warid Customer DEVELPOERS At Warid Telecom we believe in empowering our customers to be able to develop their own services and add value to their lives. Warid Telecoms stated mission is to be the leader in innovation and services. In order to facilitate this Warid Telecom and Ericsson have teamed up to create the Warid Developer Forum (WDF). Through our open platforms and easy to use APIs one can directly develop their own content, applications and services, test them vigorously and when the time comes to deliver their service, Warid Telecom and Ericsson will assist them in getting their application to market. As a member of WDF, partners will be able to attend periodic seminars and workshops, leverage Warid Telecoms and Ericsson's national and international experience and footprint to create wireless products, source financing to commercialize good ideas, technical support, etc. 10 Beheard 0321

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FRANCHISES Warid Telecom has established dedicated company owned sales and service centers in all major cities and towns of Pakistan. In addition, Warid Telecom plans to develop a franchise network for Sales, Customer Service and distribution all across the country. TECHNICAL Warid Telecom is looking to create a leading communications company in Pakistan with an international footprint. Warid Telecom wishes to leverage its Partners innovative and robust solutions to launch a Quality Service. To highlight this Warid Telecom has entered into a long term agreement with Ericsson, the leading wireless solution partner in the world.

Nortel and Cisco are other key technical partners of Warid Telecom, providing full LDI services across Pakistan.

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Mission Statement
Our promises will be delivered by enriching customers lives through our USPs (Unique Selling Proposition): A comprehensive portfolio of innovative & value formoney services meeting the diversified needs of the market. Easy access to services, products and support. Simple, transparent value and commercial propositions. High quality network and customer service Effective and available distribution channels. Complete customer satisfaction Building brand loyalty Delivering enhanced value to customers and shareholders.

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CORE VALUES
Our unique customer experience will be delivered through our core values: Quality Transparent Innovative Customer Friendly Simple

V lu s a e
Qu lit a y S p it im lic y
M kin c m u ic t n a g o m n a io s p & im le t c n lo ye s t u e eh o g ay o s Be tinc s s la s

Ca in r g
Tr lys n it et u e s iv o c so e n e s ut mr ed

Ho e t n sy
Top o id rv e t a s ae c ,o e n s r n p r n y p n es & fa n s ir e s

In o aio n vt n
Toc n is e t s r et o s t n ly t iv o p o id le d ge g r v e a in d e s lu io s o t n

Quality
Premium Quality of Service. International Standards Second to None through our network, products and services Quality product Beheard 0321 13

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Openness / Transparency
We will make and keep our promises Open and Honest - Nothing to Hide What you see is what you get We say what we do and do what we say

Friendliness
our people are accessible, approachable and helpful. Ease of use Making communication Simple Clear and straight forward

Innovation & Simplicity

through our product, service and tariffs. Bright Ideas - the only thing that restricts us is our imagination Continuously improving through challenging the norm and looking at things differently Leading the way in adding value to your life

Customer Friendly
Affordable solutions for you Speaking your language Being there for you, when you need us

Simple
Ease of use Making communication simple Clear and straight forward

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WARID TELECOM
INTRODUCTION
Warid Telecom Pvt. Ltd. Is a well recognized cellular operator in Pakistan. Warid Telecom has a vision to become the leading alternative national communication provider with an international presence. Warid Telecom Pvt. Ltd is backed by the Abu Dhabi Consortium, led by His Highness Sheikh Nahayan Mubarak Al Nahayan. For those who are not familiar with Wairds background, this is not the first time our investors have initiated a business of such magnitude in this region. The management has substantial experience and a strong financial standing to support their vision of becoming a leader in the telecom industry of Pakistan. The existing success of previous investments, namely Bank Alfalah and UBL, is attributed to the same leadership. Warid Telecom was recently awarded a license worth US $ 291 Million to operate mobile services in Pakistan. In addition, Warid also holds the license to operate Long Distance & International (LDI) and Wireless Local Loop (WLL) businesses. It is expected that Warid Telecom will be investing approximately US$ 1 Billion in the Pakistan Telecom Sector in the near future. Warid Telecom is also evaluating many other options. These include a national transmission network providing quality connectivity across Pakistan, vertical integration into complimentary markets such as Call Centers and Product Development, and several other options. It is undoubtedly going to be a great challenge for us to provide unrivaled and unmatched services to our clientage while ensuring the excellence that we aim to deliver. Beheard 0321 15

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Warid Telecom wishes to pioneer a better quality of service, innovative products and true customer choice in Pakistans Telecom market. In line with its brand values, Warid Telecom will focus on Openness & Fairness, Simplicity, Customer Focus and Listening. Warid Telecom Pvt. Ltd. Is a well recognized cellular operator in Pakistan. Warid Telecom has a vision to become the leading alternative national communication provider with an international presence.

O ur C hairman
T h e A b u D h a b i G ro u p is le d b y H is H ig h n e s s N a h a ya n M a b a ra k Al N a h a ya n . H is H ig h n e s s is F e d e ra l M in is te r fo r E d u c a tio n (U .A .E ). H e is a ls o th e C h a irm a n o f W a rid T e le c o m , W a te e n T e le c o m a n d U n ite d B a n k L im ite d
M essage from H is H ighness

W e are confident that like A bu D habi G roup in the banking industry of Pakistan, s hallmark W arid & W ateen T elecom would not only reach outof the country but will also set to every corner new trends and standards of providing latest technology, unparal leled quality service and customer care in the telecommunication industry of Pakistan
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ABOUT WARID
Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. Abu Dhabi Group entered into a strategic alliance with Singapore Telecom. Subsequent to this transaction in July 2007, telecom giant SingTel acquired 30% percent equity stake in Warid Telecom, Pakistan, for US$758 million. This partnership is part of a strategy to support Warid Telecoms continued growth and to enhance its market position. Abu Dhabi Group, one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. It has diversified business interests, offering strong financial resources and extensive management expertise that result in commercial success for several institutions. SingTels investment in mobile operations include, Advanced Info Service (AIS) Thailand, (21.4%), Bharti Telecom Group India (30.5%), Optus Telecom Australia (100%), Globe Beheard 0321 17

18 Telecom Philippines (44.5%), Pacific Bangladesh Telecom (PBTL) - Bangladesh (45%), Telkomsel Indonesia (35%) and Warid Telecom Pakistan (30%).

The Warid New Look

An evolution that strengthens the Warid identity while keeping the customers in focus Use of a more contemporary font & style to give a more approachable image. This new logo encompasses the expanding reach of Warid not just in Pakistan but in an international footprint. With our strengthened GPRS/EDGE network we would empower our customers to create their own life style networks.

Business Description
Warid Telecom will focus on providing the following services to its potential clientele:

IP Telephony Internet Access Point to point and point to multi point connectivity such as VPNs or IP VPNs

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Warid Telecom has implemented a new and modern corporate identity as a result of the dynamic changes taking place in the telecom industry in Pakistan. With a reflection of a new strategy, our aim is to be perceived not only as a telecommunication operator of voice services, but also as a universal provider of comprehensive communications services for both residential and business customers. Warid's corporate identity seeks to reflect the changes in telecom sector in relation to helping customers keep pace with rapidly changing technology in the field of communication, and to harmonize the customers' perception of our brand with the quality and range of our services. Our objective is to provide optimum level of support and care through our highly skilled and motivated team of professionals and through maximum network coverage and clear connectivity that we have committed to provide. Warid Telecom takes pride in being backed by the Abu Dhabi Group, one of the largest groups in the Middle East and the single largest foreign investor group in Pakistan. It has a diversified business interest in the institutions that have enjoyed commercial success as a result of its strong financial resources and extensive management expertise. The Abu Dhabi Group's major investment are in the following sector: Banking and financial Services Hospitality Services Telecommunications

Oil and Gas Exploration Automobile Industry Property Development

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20 Warid Telecom decided to opt for GSM (Global System for Mobile Communication) technology as it is the global standard for digital cellular telephone service. GSM networks support enhanced data applications and more than 1 billion customers in 109 countries are using this technology. Warid Telecom would be launching its cellular services based on 900 and 1800 GSM technology, in order to optimize the utilization of frequency, thus ensuring the highest quality and service.

The Abu Dhabi Group's Telecom Businesses include:

Warid Telecom
We have made no compromise on investments required for research and development. With a projected capital expenditure of over US $500 million, Warid Telecom has been set up to provide a premium quality GSM service. The Company will be operational in the 28 major cities of Pakistan at the time of launch, and will cover most of the larger cities of Pakistan by summer of 2006.

Wateen Telecom
With a projected capitalization of US $200 million, Wateen Telecom plans to lay a comprehensive telecommunication's infrastructure that would consist of:

International optical fiber network linking Pakistan with China, Central Asia, Afghanistan, India and Iran. VSAT transmission network with foot prints to cover Middle East, Asia & parts of Europe in addition to Pakistan. 3.5 GHz wireless access network infrastructure in selected metros to provide VOIP telephony, broadband internet and VPN/EDN solutions.

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21 5,000-km wholly owned nationwide optical fiber transmission network, including optical fiber rings across the country

The Network
We are partners with some of the leading vendors in the telecom industry who help in providing the best and the latest network solutions for our businesses. These vendors include cellular giants Ericsson, Nortel, Siemens, Cisco and Huawei. Warid has pioneered in key technologies which include the following:

Custom-made network for Pakistan's environment Congestion-free connectivity in all coverage areas Roll out plan for complete national populated coverage by 2006 Fully redundant network Robust design catering to future needs Future professional network (EDGE compatible and 3G upgraded with soft switch and media gateway architecture) State of the art IP based contact center and leading data center Launch of WiMax services across Pakistan by the end of 2005 with revolutionary 3.5 GHz broadband solution

Services Beyond Comparison

Customers are the most important element in any organization. We distinguish them as our biggest assets, and we strive for excellence by listening to their needs. We work with our customers to gain an understanding of their business, their goals and their Beheard 0321 21

22 objectives, to ensure that they receive the best possible service and the right solutions to meet their demands. We seek to be trendsetters in customer service, with our 'one stop' concept for all your telecom requirements. This will be achieved with the provision of a one window operation for on-the-spot issue resolution and one stop service. We have the maximum number of Sales and Customer Service Centers countrywide, with two state-of-the-art Contact Centers of international standards, equipped with cutting edge technologies to ensure real-time online services. Our highly trained and well-groomed teams of Customer Service Executives are on hand 24 hours to provide support. We have established Corporate Lounges, with a customer-friendly environment to provide personalized care to our esteemed corporate clients. Furthermore, an extensive network of franchises, kiosks and mobile units ensure easy and convenient accessibility

Innovation
Warid is committed to providing superior levels of professional services to all its customers - before, during and after the deployment of our leading solutions. To accommodate our customer's demands, we have deployed a state-of-the-art 2.5 G EDGE compliant network. There are also innovative services of various standards that cater to a wide spectrum of users.

Best practices
We believe in a process driven setup with comprehensive business processes covering all our activities. All business processes are ETOM compliant as per accredited international standards.

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TELECOM REVOLUTION IN PAKISTAN

Telecom sector in Pakistan has witnessed a robust growth which mainly attributable to the participation of the private sector during last few years. According to Chairman Pakistan Telecommunication Authority (PTA), the cell phone population was multiplying by five hundred thousand every month and it is estimated to pass over 40 million mark in next five years. The Minister for Information Technology, Awais Ahmad Khan Leghari while speaking over phenomenal growth of telecom sector at a seminar expressed his confidence that the vibrant telecom sector would attract 4 to 5 billion dollars fresh investment besides creating additional 15,000-20,000 jobs during next 4-5 years. The cellular market at present dominated by six companies which include Egypt-based Orascoms Mobilink, Instaphone and Paktel that have partnership between a Pakistani group and Millicom International Cellular of Sweden, and state-owned Ufone is already operating here and a new entry of Norway based, Telenor. The Mobilink, owing to its attractive customer packages, has succeeded to grab a major share of the market with more than 3 million subscribers to its credit. There were only 200,000 cellular subscribers in 1999 when the first cellular service started in Pakistan. So far penetration of mobile phones at 2.3 percent is quite low compared to the Asian region, as it should be more than 10 percent. It may be recalled that PTA had issued two licenses for launching cellular services to UAE's Al-Warid of Chairman Shaikh Nahyan bin Mubarak Al Nahyan and Norway's Telenor of chief Executive Officer Fredbrik Baksaas last year. These companies are expected to invest around $300 to 400 million besides paying $291 million as the license fee to the telecom regulator, Pakistan Telecommunication Authority (PTA). Scores of other foreign and domestic companies have just lapped up licenses for Beheard 0321 23

24 investment in Long Distance International (LDI), Fixed Local Loop (FLL) and Wireless Local Loop (WLL) services.

PTA Chairman
He maintained that the annual increase in the number of mobile phones is expected to be around 6 million in the backdrop of an expected tough competition between the cell phone operators. To a question about potential of investment in cell phones sector, the chief regulator of telecom sector said that the companies can make about $400 million to $500 million investment per year. He said that the Telenor has pledged to make $1 billion investment in Pakistan for three to five years. Warid, Ufone, Mobilink, Instaphone and Paktel are also making investment for expansion. "All the players in mobile phones in Pakistan are expected to expand in future to capture untapped clientele, to expand their operations and meet the growing demand of new cell phones' connection in future". He further said that the foreign direct investment is considered an important source of economic growth in this global village. He said that the authority has created a friendly environment for investors and also provided a number of incentives in all the sectors of telecommunications. "We are sure that 5 to 6 billion dollars foreign direct investment (FDI) is expected in the cellular phones and fixed phony in next three to five years," said the PTA chairman. When asked as to what could be the scenario after the privatization of PTCL, he said that a tough competition is expected to emerge between the telecom operators in the country. Upcoming competition among the telecom players would ensure the survival of the fittest, encourage quality in service, expansion in the network, and facilitation of the subscribers. Regarding increasing regulatory responsibility of the authority amid fastgrowing telecom sector, the PTA Chairman said: 24 Beheard 0321

25 "We are increasing our capacity by hiring professionals to meet the challenge of regulating the fast-growing overall telecom sector. He said that the PTA will not tolerate any inconvenience to the telecom customers and come hard on the companies, giving poor service and below the prescribed standards."

Mobile Sector
The mobile sector has enhanced the profits of the Pakistan Telecommunication Company Ltd. (PTCL) during the nine months ended March 31, 2005, analysts said. "The mobile sector has witnessed tremendous growth during 9M-FY05 where the number of mobile subscribers doubled from June 2004 figures," one analyst of Capital One Research said. Keeping in view the ongoing expansion in mobile sector, we expect the revenue from this segment would augment the bottom line in ensuring fiscals, said an analyst and added: "However, the price competition among the mobile phone operators would impact the revenue of the company in the long run. There is no doubt that as a result of the aggressive strategy of the government, the IT and telecom sector has made rapid progress during the last few years. Use of computer/Internet has grown with phenomenal speed due to reduction in bandwidth rates and spread of the facility in different regions of the country. Similarly, the demand for both fixed and mobile phones has grown rapidly. However, it is a fact that we had almost become users of consumers of modern technologies because of lack of necessary research and development activities. Despite repeated claims of the government, Pakistan could not achieve any significant progress in software development whereas there are no plans in sight for local manufacturing or development of computers and their accessories. Same is the case with the communication technology as we import all sorts of phones and accessories. Thanks to the increased budgetary allocations for the sector, the country today has a few quality Beheard 0321 25

26 institutions producing IT and telecom graduates but we are unable to absorb them. It shows that there is something seriously wrong with the approach and it needs to be rectified at the soonest to reap the benefits of modern technologies. Currently, the issue of intellectual property right is a major hurdle in the way of software business in the country. It should, therefore, be resolved soon to encourage software developers. Concrete steps are needed to give a practical shape to the concept of E-government which has the potential to give a kick-start to IT business to the grass root level. The implementation, however, calls for transparency in government policies and actions.

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Business Structure And Strategy

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MANAGEMENT LEVELS
Below is the pyramid showing the management hierarchy. According to which there are thee main levels of management. Top management, middle management and first line management below them are non managerial employees.

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This is the chart of top management of warid telecom.

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This is the chart of Middle Management

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This is the chart of Low level mangement

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This is the organizational structure of business centres

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This is the organization structure of contact centre

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This is the organization structure of sales and marketing

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SWOT Analysis
Strengths

Custom-made network for Pakistans environment, by enhancing their packages according to customer needs. Backed by Abu Dhabi Group. The strategic alliance agreement with Ericsson to provide Warid Telecom a complete state of the art GSM network solution. Rich human resource capital from Pakistan and abroad. Second largest customer based Telecom company. Best quality at competitive tariff rates. Quick connectivity. Future professional network. Launch of Wi Max service. Extensive network of franchise and CS centers. Evolving better services and creative ideas. Awards and Appreciation for their employees. Introducing new packages on special events.

Weaknesses At some posts job descriptions are not clearly defined.

Coverage issues need more attention. Network problems for customers. Workload on the employees. Marketing campaigns needs more attentions. Beheard 0321 35

36 Opportunities Tremendous growth potential and market dynamics of Pakistan Telecom sector and extensive development and privatization taking place with a lot of unmet demand in the telecom sector has given a chance to company to invest more in the lucrative industry.

Expanding operations in less developed countries e.g. Congo and Uganda. MNP will reduce switching barrier for operators. PTCL has been privatized and acquired by Etisalat, UAE. It will definitely enhance the competition and telecom sector will see more growth and at a faster pace.

Targeting rural areas. Low tariff rates. Employee skills can be enhanced a lot due to cooperative environment.

Threats New entrants of the companies in the market.

MNP is a great threat for all the mobile operators in Pakistan. Reduce tariff of the competitors. Availability of substitute for the customers in the form of new companies.

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Competitive Strategy
In this competitive market of five GSM operators it is best quality at competitive rates. Warid is building a base of satisfied customers and this customer base will help them expand. Warid Telecom has the advantage of starting from a brand new network from day one to support our customers. Warid has been the first to introduce a series of new features for the users and these are gaining tremendous popularity among the users, these are:

Zero line rent post paid. 30 second billing. Lowest and very attractive international dialing rates. Friends and family service.

Warid Strategic Objectives

Following are some strategic objectives of Warid telecom To become leading telecom operator within 12 months of launch with a market share amongst the top3 operators Become the market leader of quality in Pakistan Ensures 95% customer satisfaction Become the leading mobile brand and attain the brand awareness level of 95% within urban population Enrich the life of the customers by providing extraordinary products and services and a unique customer experience Accelerate tele-density/ penetration through educating customers and ensuring availability and affordability

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Warid Business Strategies

There are three types of business strategies followed by Warid telecom Short term Medium term Long term

Short Term Aggressive customer acquisition to gain at least 20% market share Medium Term Focus on customer satisfaction through desired products and services while maintaining position on customer acquisition Long Term Continuously improve in all areas, Quality services and high operational control Staff training and development Improve customer profitability

Market Penetration Strategy

The initial focus is on corporate giants e. g Tetra pak, ICI, and Shell etc, by providing them the free trial period and alternatives to existing communication networks with reduced and improved communication services. Providing corporate giants the incentives like effortless conversion of communication network. The idea of not just being a communication service provider but a change agent and bring about a healthy revolution among the corporate clients. Personal relationships and care instead of strict professional approach to attract more and more customers 38 Beheard 0321

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COMPARISON OF TARIFF PLANS OF ALL PLAYERS OF TELECOMMUNICATION INDUSTRY.

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OLD TARIFF COMPARISON

Mobilink Indigo Freedom Plans
Plan Details
Outgoing Airtime Charges Rs. / min (on net) Rs / min Freedom Plan-1 2.70 4.30 3.22 0 1.0 0 10 1000 5000 20000 Freedom Plan-2 2.0 3.60 2.52 100 1.0 0 15 1500 5000 20000 Freedom Plan-3 1.75 3.35 2.27 425 1.0 100 20 2000 5000 20000 Freedom Plan-4 0.75 2.35 1.27 1500 0.75 400 30 2500 5000 20000 15

Outgoing Airtime Charges on other operators Outgoing Airtime Charges on PTCL Line Rent Rs SMS Rs/ msg Rs / min

Free Minutes Min Free SMS Security Deposit Local & NWD Security Deposit International Call Security Deposit International Roaming

Ufone
Plan Details
Outgoing Airtime Charges Rs/min (on net) Zero Line Rent ZLR 2.50 2.50 2.50 1.5 1.5 0 0.5 1.0 0 0 750 2500 15000 Talk Ease 1.75 2.50 2.25 1.4 1.90 199 0.5 1.0 75 25 1000 2500 15000 Talk Value 1.5 2.50 2 1.1 1.61 399 0.5 1.0 250 50 1500 3000 15000 Talk Plus 1.25 2.50 1.75 0.9 1.40 999 0.5 1.0 500 100 2500 5000 16 15000

Outgoing Airtime Charges on other operators Rs/min Outgoing Airtime Charges on PTCL Rs/min FNF Ufone - Ufone FNF Ufone - PTCL Line Rent Rs SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming

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te nor le
Plan Details
Outgoing Airtime Charges Rs/min (on net) Package A 1.25 2.25 2.25 Package B 1 1.99 1.99 Package C 0.75 1.99 1.99 Package D 0.5* 1.75 1.75

Outgoing Airtime Charges on other operators Rs/min Outgoing Airtime Charges on PTCL Rs/min FNF FNF Line Rent Rs SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming

250 0.75 1.0 50 25

500 0.5 1.0 125 50

1000 0.5 1.0 250 75

1500 0.5 0.5 300 125

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W arid
Plan Details
Outgoing Airtime Charges Rs/min 7am~10pm (on net) Outgoing Airtime Charges Rs/min 10pm~7am Outgoing Airtime Charges on other operators Rs/min 7am~10pm Outgoing Airtime Charges on other operators Rs/min 10pm~7am FNF Warid Warid 7am~10pm FNF Warid Warid 10pm~7am Line Rent Rs SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming Silver 2.00 1.50 3.00 2.75 1.50 1.00 0 Gold 1.75 1.50 2.75 2.50 1.25 1.00 150 0.5 1.0 60 15 1000 5000 20000 Platinum 1.50 1.25 2.50 2.25 1.00 0.75 500 0.5 1.0 240 50 1000 5000 20000 Diamond 0.50 0.50 2.00 2.00 0.50 0.50 2500 0.5 1.0 1200 100 4000 8000 20000

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0 1000 5000 20000

0.5

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W arid
Plan Details
Outgoing Airtime Charges Rs/min 7am~10pm (on net) Outgoing Airtime Charges Rs/min 10pm~7am Outgoing Airtime Charges on other operators Rs/min 7am~10pm Outgoing Airtime Charges on other operators Rs/min 10pm~7am FNF Warid Warid 7am~10pm FNF Warid Warid 10pm~7am Line Rent Rs SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming Silver 2.00 1.50 3.00 2.75 1.50 1.00 0 0.5 1.0 0 0 1000 5000 20000 Gold 1.75 1.50 2.75 2.50 1.25 1.00 150 0.5 1.0 60 15 1000 5000 20000 Platinum 1.50 1.25 2.50 2.25 1.00 0.75 500 0.5 1.0 240 50 1000 5000 20000 Diamond 0.50 0.50 2.00 2.00 0.50 0.50 2500 0.5 1.0 1200 100 4000 8000 20000

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W arid - Mobilink
Plan Details
Outgoing Airtime Charges Rs/min 7am~10pm ( on net) Outgoing Airtime Charges Rs/min 10pm~7am Outgoing Airtime Charges on other operators Rs/min 7am~10pm Outgoing Airtime Charges on other operators Rs/min 10pm~7am FNF Warid Warid 7am~10pm FNF Warid Warid 10pm~7am

Silver 2.00 1.50 3.00 2.75 1.50 1.00 0 0.5 1.0 0 0 1000 5000 20000

Freedom 1 2.70 2.70 4.30 4.30 2.70 2.70 0 1.0 1.0 0 10 1000 5000 2000

Gold 1.75 1.50 2.75 2.50 1.25 1.00 150 0.5 1.0 60 15 1000 5000 20000

Freedom 2 2.0 2.0 3.60 3.60 2.0 2.0 100 1.0 1.0 0 15 1500 5000 20000

Platinum 1.50 1.25 2.50 2.25 1.00 0.75 500 0.5 1.0 240 50 1000 5000 20000

Freedom 3 1.75 1.75 3.35 3.35 1.75 1.75 425 1.0 1.0 100 20 2000 5000 20000

Diamond 0.50 0.50 2.00 2.00 0.50 0.50 2500 0.5 1.0 1200 100 4000 8000 20000

Freedom 4 0.75 0.75 2.35 2.35 0.75 0.75 1500 0.75 0.75 400 30 2500 5000

Line Rent Rs
SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming

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W arid -ufone
Plan Details
Outgoing Airtime Charges Rs/min 7am~10pm (on net) Outgoing Airtime Charges Rs/min 10pm~7am Outgoing Airtime Charges on other operators Rs/min 7am~10pm Outgoing Airtime Charges on other operators Rs/min 10pm~7am FNF Warid Warid 7am~10pm FNF Warid Warid 10pm~7am

Silver 2.00 1.50 3.00 2.75 1.50 1.00 0 0.5 1.0 0 0 1000 5000 20000

Zero Line Rent 2.50 1.5 2.50 1.5 1.5 1.5 0 0.5 1.0 0 0 750 2500 15000

Gold 1.75 1.50 2.75 2.50 1.25 1.00 150 0.5 1.0 60 15 1000 5000 20000

Talk Ease 1.75 1.4 2.50 1.9 1.40 1.40 199 0.5 1.0 75 25 1000 2500 15000

Platinum 1.50 1.25 2.50 2.25 1.00 0.75 500 0.5 1.0 240 50 1000 5000 20000

Talk Value 1.5 1.1 2.50 1.61 1.10 1.10 399 0.5 1.0 250 50 1500 3000 15000

Diamond 0.50 0.50 2.00 2.00 0.50 0.50 2500 0.5 1.0 1200 100 4000 8000 20000

Talk Plus 1.25 0.9 2.50 1.4 0.90 0.90 999 0.5 1.0 500 100 2500 5000

Line Rent Rs
SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming

20

15000

W arid-te nor le
Plan Details
Outgoing Airtime Charges Rs/min 6am~6pm (on net) Outgoing Airtime Charges Rs/min 6pm~6am Outgoing Airtime Charges on other operators Rs/min 6am~6pm Outgoing Airtime Charges on other operators Rs/min 6pm~6am FNF FNF

Silver 2.00 1.50 3.00 2.75

Package A 1.25 2.25 2.25 2.75

Gold 1.75 1.50 2.75 2.50

Package B 1 1.99 1.99 2.5

Platinum 1.50 1.25 2.50 2.25

Package C 0.75 1.5 1.99 2.5

Diamond 0.50 0.50 2.00 2.00

Package D 0.5* 1 1.75 2.25

Line Rent Rs
SMS on Net Rs/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Local & NWD Security Deposit International Call Security Deposit International Roaming

0 0.5 1.0 0 0 1000 5000 20000

250 0.75 1.0 50 25

150 0.5 1.0 60 15

500 0.5 1.0 125 50

500 0.5 1.0 240 50

1000 0.5 1.0 250 75

2500 0.5 1.0 1200 100

1500 0.5 0.5 300 125

21

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44

NEW TARIFF COMPARISON

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Mobilink Indigo Freedom Plans

Plan Details
Freedom Plan -1 (on net) Rs / min 2.35 (new) 4.30 3.22 0 0 10 03 Rs ./min 0.99 1000 5000 20000 Freedom Plan -2 2.0 3.60 2.52 100 50 (new) 15 03 0.99 1500 5000 20000 Freedom Plan -3 1.75 3.35 2.27 400 (new) 200 (new) 20 03 0.99 2000 5000 20000 Freedom Plan -3 + (New ) 1.25 2.85 1.77 900 400 25 03 0.99 2000 5000 20000 Freedom Plan -4 0.75 2.35 1.27 1500 600 (new) 30 N/A N/A 2500 5000 20000

Outgoing Airtime Charges

Rs. / min

Outgoing Airtime Charges on other operators Outgoing Airtime Charges on PTCL Line Rent Rs Free Minutes Min Free SMS F&F Lines (New) F&F Charges (New) Rs / min

Security Deposit Local & NW D Security Deposit Internati onal Call Security Deposit Internati onal Roaming

Ufone
Plan Details
Outgoing Airtime Charges Rs/min (on net) Zero Line R ent ZLR 2.50 2.50 2.50 1.5 1.5 0 0.5 1.0 0 0 750 2500 15000 Talk Ease 1.75 2.50 2.25 1.4 1.90 199 0.5 1.0 75 25 1000 2500 15000 Talk Valu e 1.5 2.50 2 1.1 1.61 399 0.5 1.0 250 50 1500 3000 15000 Talk Plus 1.25 2.50 1.75 0.9 1.40 999 0.5 1.0 500 100 2500 5000 15000

Outgoing Airtime Charges on other operators Rs/min Outgoing Airtime Charges on PTC L Rs/min Outgoing Airtime Charges FNF Ufone Ufone Rs./min Outgoing Airtime Charges FNF Ufone PTCL Rs./min Line Rent Rs SMS on Net R s/msg SMS on other operators Rs/msg Free Minutes Min Free SMS Security Deposits Loc al & N WD Security Deposit Internati onal C all Security Deposit Internati onal R oaming

10

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46

Te nor le
Plan Details
Outgoing Airtime Charges Rs/min (on net) Package A 1.25 2.25 2.25 250 0.75 1.0 50 25 Package B 1 1.99 1.99 500 0.5 1.0 125 50 Package C 0.75 1.99 1.99 1000 0.5 1.0 250 75 1500 0.5 0.5 300 125 Package D 0.5 1.75 1.75

Outgoing Airtime Charges on other operators Rs/min Outgoing Airtime Charges on PTC L Rs/m in FNF FNF Line Rent Rs SMS on Net R s/msg SMS on ot her operators Rs/ msg Free Minutes Free SMS Securit y Deposits Loc al & N WD Securit y Deposit Int ernati onal C all Securit y Deposit Int ernati onal R oaming

11

W rid a
Plan Details
Outgoing Airtime Charges Rs/min (on net) Outgoing Airtime Charges on Landline Rs/min Outgoing Airtime Charges on other operators FNF Warid Warid Line Rent Rs SMS on Net R s/msg SMS on ot her operators Rs/ msg Free Minutes Securit y Deposits Loc al & N WD Securit y Deposit Int ernati onal C all ISDN Zone 1 ISDN Zone 2 ISDN Zone 3 ISDN Zone 4 Zahi-150 1.1 1.60 2.10 0.65 150 0.50 1 150 1000 4000 3 8 11 18 Zahi-500 1.00 1.40 1.80 0.60 500 0.50 1 500 1500 4000 3 8 11 18 Zahi-1000 0.80 1.10 1.60 0.50 1000 0.50 1 1000 2000 5000 3 8 11 18 Zahi-1500 0.55 0.90 1.45 0.40 1500 0.50 1 1500 3000 5000 3 8 11 18 Zahi-2500 0.30 1.05 1.50 0.30 2500 0.50 1 2500 5000 5000 3 8 11 18 Zahi Unlimited Free 0.60 1.32 Free 4000 0.50 1 4000 10000 10000 3 8 11

12 18

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W rid - Mobilink a
Plan Details
Outgoing Airtim e Charg es Rs/min ( on net) Outgoing Airtim e Charg es on Land lin e Rs/m Outgoing Airtim e Charg es on other operators R s/min FNF Rs./min

Zahi 150 1.1

Freedom 1 2.35

Zahi 500 1.00

Freedom 2 2.0

Zahi 1000 0.80

Freedom 3 1.75

Zahi 1500 0.55

Freedom 3+ 1.25

Zahi 2500 0.30

Freedom 4

Zahi Unlimited Free

0.75

1.60

2.87

1.40

2.52

1.10

2.27

0.90

1.77

1.05

1.27

0.60

2.10

3.95

1.80

3.60

1.60

3.35

1.45

2.85

1.50

2.35

1.32

0.65 150 150 0.50 1000 4000

0.99 0 0 1 1000 5000

0.60 500 500 0.50 1500 4000

0.99 100 50 1 1500 5000

0.50 1000 1000 0.50 2000 5000

0.99 400 200 1 2000 5000

0.40 1500 1500 0.50 3000 5000

0.99 900 400 0.75 2000 5000

0.30 2500 2500 0.50 5000 5000

N/A 1500 600 0.75 2500 5000

Free 4000 4000 0.50 10000 10000 13

Line Rent Free Mins

SMS Rs./SMS

Security Dep osits Local & NWD Security Dep osit Internation al Ca ll

W rid -Ufone a
Plan Details
Zahi 150 Zero Line Rent Zahi500 Talk Ease Zahi1000 Talk Value Zahi 1500 Talk Plus Zahi 2500 Zahi Unlimited

Outgoing Airtim e Charg es Rs/min ( on net) Outgoing Airtim e Charg es on Land lin e Rs/m Outgoing Airtim e Charg es on other op erators Rs/min FNF Rs./min

1.1 1.60 2.10

2.50 2.50 2.50

1.00 1.40 1.80

1.75 2.25 2.50

0.80 1.10 1.60

1.50 2.00 2.50

0.55 0.90 1.45

1.25 1.75 2.50

0.30 1.05 1.50

Free 0.60 1.32

0.65 150 150 0.50 1000 4000

1.50 0 0 0.50 750 2500

0.60 500 500 0.50 1500 4000

1.40 199 75 0.5 1000 2500

0.50 1000 1000 0.50 2000 5000

1.10 399 250 0.5 1500 3000

0.40 1500 1500 0.50 3000 5000

0.90 999 500 0.5 2500 5000

0.30 2500 2500 0.50 5000 5000

Free 4000 4000 0.50 10000 10000

Line Rent Free Mins

SMS Rs./SMS

Security Dep osits Local & NWD Security Dep osit Internation al Ca ll

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48

W rid-Tele a nor
Plan Details
Zahi 150 1.10 Package A 1.25 Zahi 500 1.00 Package B 1.00 Zahi 1000 0.80 Package C 0.75 Zahi 1500 0.55 Package D 0.50 Zahi 2500 0.30 Zahi Unlimited Free
Outgoing Airtim e Char ges Rs/min ( on net) Peak Hrs (6:00AM-6:00PM) Outgoing C harg es Rs/min (on net) Off-peak Outgoing Airtim e Char ges on Lan dli ne Rs/m Pk H rs Outgoing Airtim e Char ges on Lan dli ne Rs/m Off-Pk Outgoing Airtim e Char ges on other op erators Rs/min Peak Hours Outgoing Airtim e Char ges on other op erators Rs/min Off-Peak Hours FNF Rs./min

1.10 1.60 1.60 2.10

2.25 2.25 2.75 2.25

1.00 1.40 1.40 1.80

1.99 1.99 2.50 1.99

0.80 1.10 1.10 1.60

1.50 1.99 2.50 1.99

0.55 0.90 0.90 1.45

1.00 1.75 2.25 1.75

0.30 1.05 1.05 1.50

Free 0.60 0.60 1.32

2.10

2.75

1.80

2.50

1.60

2.50

1.45

2.25

1.50

1.32

0.65

N/A

0.60

N/A

0.50

N/A

0.40

N/A

0.30

Free

Line Rent Free Mins

SMS Rs./SMS

150 150 0.50

250 100 0.75

500 500 0.50

500 300 0.50

1000 1000 0.50

1000 500 0.50

1500 1500 0.50

1500 600 0.50

2500 2500 0.50

4000 4000 15 0.50

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MANAGEMENT APPROACHES
Six management approaches are in organizations to handle the tasks about management. 1. Scientific management theory The use of scientific method to determine the one best way for a job to be done.Taylor said develop a science for each element of an individuals work. Scientifically select and train ,teach and develop the worker heartily cooperate with workers and divide work almost equally among the management and workers. 2. General administrative theory This theory is contributed by Hanri foyel and Max Weber.Foyel gave 14 principles of management under this theory. This theory says there should be a hierarchy of command like bureaucracy. 3. Quantitative approach theory The quantitative approach involves the use of quantitative techniques to improve decision making. It involves applications of statistics, optimization models and information models to management activities. 4. Organization behavior theory The field of study concern with the actions and trust and teamwork. behaviors of people at work. Organizations use this approach because it also addresses the motivation, leadership,

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50 5. The system approach This theory says that organization should work like a system. All the interdependent parts are coordinated by the managers so that the workers work together to attain thee organizational goals. 6. The contingency approach An approach that says organizations face different situations and require different ways of management. Popular contingency variables are: Organization size Routine ness of task technology Environmental uncertainty Individual indifference

Approaches Used in Warid:

We can say that the contingency approach of management is used in Warid Telecom because they are using approaches according to the different situations. There is a hierarchy of command so they use administrative approach but they also use quantitative techniques as well for making decisions regarding sales etc. They also use the behavioral approach to keep their employees motivated. They regard their human resource as valuable resource and they try to improve their abilities all the time. So we can say that Warid Telecom uses a combination of different managerial approaches to manage their organization.

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Managerial Roles
Managers perform ten different roles and these roles fall in three basic categories i.e. Interpersonal, informational and decisional roles. Interpersonal Role Includes 1) Figurehead 2) Leader 3) Liaison Informational Role includes 1) Monitor 2) Disseminator 3) Spokesperso Decisional Role includes 1) Entrepreneur 2) Disturbance handler 3) Resource allocator 4) Negotiator

Roles of Managers in Warid

Managers at Warid Telecom are familiar with their roles. They do have interpersonal skills; they encourage their subordinates to improve their performance. They represent their organizations by asking for applications for job opportunities as well. All and all they are quite familiar with their managerial roles.

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52

Management Functions
In the early part of this century, French industrialists by the name of Henri Fayol wrote that all managers perform five management functions: they plan, organize, command, coordinate and control. But now days these functions have been condensed generally to the basic four. Planning Organizing Leading Controlling

PLANNING Planning function involves defining an organization's goals, establishing an overall strategy for achieving these goals, and developing a comprehensive hierarchy of plans to integrate and coordinate activities. ORGANIZING Managers are also responsible for designing an organizations structure. We call this function "organizing". It includes determining what tasks are to be done, who is to do them, how the tasks are to be grouped, who reports to whom, and what at what levels decisions are made. LEADING Every organization includes people, and management's job is to direct and coordinate these people. This is the function of "leading". When managers motivate subordinates, direct the activities of others, select the most effective communication channel, or resolve conflicts among members, they are engaging in leading. 52 Beheard 0321

53

CONTROLLING The final function managers perform is "controlling". After the goals are set, the plans formulated, the structural arrangements delineated and the people hired, trained, and motivated, something may still go wrong. To ensure that things are going as they should , management must monitor the organization's performance. Actual performance must be compared with the previously set goals.

Functions of managers of warid telecom

As far as Warid is concerned it has firm belief on all the functions of management namely planning, organizing, leading and organizing. When we told these functions to the managers at Warid Telecom they agreed that these are the functions that they have to perform in order to complete their tasks effectively and efficiently.

Motivation
Motivation means a set of forces that causes people to behave in certain ways. There are various theories about motivation that explain the human behavior regarding motivation. Maslows theory, two factor theory and ERG theory of motivation are some examples. Maslows Hierarchy of Needs: Maslows hierarchy of needs suggests that human needs can be classified into five categories and that these categories can be arranged in a hierarchy of importance. 1. Self Actualization 2. Self Esteem 3. Belongingness 4. Security Beheard 0321 53

54 5. Basic Needs

Two Factor Theory Two factor theory suggests hat peoples satisfaction and dissatisfaction are influenced by two independent sets of factors- motivation factors and hygiene factors. Motivation factors Include: 1) Achievement 2) Recognition 3) The work itself 4) Responsibility 5) Advancement and growth Hygiene Factors: 1) Supervisors 2) Working conditions 3) Interpersonal relations 4) Pay and security 5) Company policies and administration

Motivation at Warid
Management at Warid Telecom believes in Maslows theory of motivation when it comes to motivating people. There is also a touch of two factor theory as well because they give away titles like employee of the month as well but that is done on a lower level. Organization as a whole believes in Maslows hierarchy of needs.

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Ethics and Ethical Behavior

Ethics can be defined as an individuals personal beliefs about whether a behavior, action, or decision is right or wrong. Ethical behavior can be defined as behavior that conforms to generally accept social norms. Utilitarian view of ethics A view of ethics that says that ethical decisions are made solely on the basis of their outcomes or consequences Utilitarian theory uses a quantitative method for making ethical decisions by looking at how to provide the greatest good for the greatest number. Right View of ethics A View of ethics thats concerned with respecting and protecting individual liberties and privileges. Such as the rights to privacy, freedom of conscience, free speech, life and safety and due process. Theory of justice view of ethics A view of ethics in which managers impose and enforce rules fairly and impartially and do so by following all legal rules and regulations. A manager using the theory of justice perspective would decide to provide the same rate of pay to individuals who are similar in their levels of skills, performance or responsibilities and not base that decision on arbitrary differences. Such as gender, personality, race, or personal favorites. Integrative social contracts theory A view of ethics that proposes that ethical decisions be based on existing ethical norms in industries and communities in order to determine what constitutes right and wrong. This view of ethics is based on the integration of two contracts: the general social contract that allows businesses to operate and defines the acceptable ground rules and Beheard 0321 55

56 a more specific contract among members of a community that addresses acceptable ways of behaving.

Ethics at Warid
Managers at Warid Telecom believe in ethics and they put special emphasis on ethics of a candidate while interviewing him. They take special measures to maintain ethical standards e.g. sending employees on training, hiring a firm to improve the idea of ethics held by the employees etc.

Social responsibility
It is the idea that business has a duty to serve society in general as well as the financial interests of stockholders. Simply It is about how a business makes its money and NOT how it uses its money. Types of Social Responsibility Economic the duty of managers, as agents of the company owners, to maximize stockholder wealth Legal the firms obligations to comply with the laws that regulate business activities Ethical the companys notion of right and proper business behavior. Discretionary voluntarily assumed by a business organization.

Warids Social Responsibility

Warid as an organization has firm belief in social responsibility. The main example of their social responsibility is that recently they have contributed in the Lions Club in Faisalabad. The donation is round about Rs. 5 Lac in order to help the poor blind 56 Beheard 0321

57 people. They also contributed in the earthquake disaster. They contributed a lot of amount on the development of the earthquake affected people.

Warids Organizational Culture

The organizational culture of Warid is depending on the combination of different kinds of dimensions of organizational culture like for example they sometime use the Aggressive style and sometime the combination of the people oriented & innovating and risk taking. Warid as an organization also has a firm a belief in the following steps in order to create the organizational culture, Formulate Strategic Values Develop Cultural Values Create Vision Initiate Implementation Strategies Reinforce Cultural Behavior

Strategic Management
That set of managerial decisions and actions that determine the long run performance of an organization.

Types of Organizational Strategies

Corporate Level Strategies An organization strategy that seeks so determine what business a company should be in or wants to be in.

Growth

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58 It is a corporate level strategy that seeks to increase the operations of an organization by expanding the number of products offered or markets served. Related Diversification It is a corporate level strategy when a company grows by merging or acquiring firms in different but related industries.

Unrelated Diversification A corporate level strategy when a company grows by merging or acquiring firms in different and unrelated industries.

Renewal A corporate level strategy designed to address organizations weaknesses that are leading to performance decline. Business Level Strategy An organizational strategy that seeks to determine how an organization should compete in each of its businesses. Overall Cost Leadership A business level strategy in which an organization is the lowest cost producer in its industry. Differentiation A business level strategy in which a company offers unique products that are widely valued by customers. Focus 58 Beheard 0321

59 A business level strategy in which a company pursues a cost or differentiation advantage in a narrow industry segment.

Strategy Followed By Warid

Warid Telecom strategy to lead the market is based on differentiated product. They were the first ones to introduce billings that ranged from 60 seconds30 seconds to Per second rates. This was the first of a kind billing in Pakistan cellular services history and Warid benefited a lot from this.

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60

BUSINESS OVERVIEW
Warid Telecom was recently awarded a license to operate mobile services in Pakistan for US $291 million. In addition, Warid Telecom also holds a license to operate Long Distance & International (LDI) and Wireless Local Loop ("WLL") activities.

In continuation to the successful operations of Bank Alfalah and United Bank Limited, the Abu Dhabi Consortium, lead by His Highness Sheikh Nahayan Mabarak Al Nahayan, has recently set up Warid Telecom (Pvt.) Limited.

Warid Telecom intends to launch its nationwide GSM network in the first half of 2005 to cater to the current unmet demand for quality mobile services. The mobile market in Pakistan is undergoing significant growth. Current mobile penetration in the country is around 3%. The country has a large population of 150 million (sixth most populous in the world) and a market with a strong appetite for communication services. The potential of this market is further evident from the limited existing coverage areas, capacity constraints and continued aggressive expansion by the current telecom operators. With new entrants, customers will be provided with more choices, better quality of services, cheaper rates and many new innovative products, which Warid Telecom wishes to pioneer. Warid Telecom will focus on: Quality, Transparency, Innovation, Customer Friendliness and Simplicity in line with its brand values. In addition to its mobile services, Warid Telecom will be launching a Long Distance & International and Wireless Local Loop business shortly. This service will provide international termination of traffic into Pakistan, alternative affordable nationwide & international voice telephony, and data & value added services. These services also target a market that is highly price competitive and quality conscious. It is Warid Telecoms intent to provide premium quality services powering not only its mobile network, but also its customers 60 and Beheard 0321 partners.

61 As a consequence of the growth and deregulation in the telecom markets, Warid Telecom is also evaluating many other options. These include a national transmission network providing quality connectivity across Pakistan, vertical integration into complimentary markets such as Call Centers and Product Development, and several other options. International plans include expanding mobile, LDI and telecom footprints in other key markets with similar profiles. Warid Telecom stands committed to provide the finest mobile phone services to customers in Pakistan. Our partnership with Ericsson, the leader in this field is proof of our commitment to the Pakistani market, where we feel that high quality technology coupled with impeccable customer oriented service is the key to attaining leadership. As we approach the formal launch of our services, the team at Warid Telecom is working hard to ensure that our network rollout and coverage build up is second to none and that there are no compromises in the quality of the service we offer. Our partnership with Ericsson will only cement that decisive advantage. GSM LDI/WLL

GSM
The Pakistan Telecommunication Authority (PTA), as part of the governments initiative to improve national telecom services and to bring in foreign investment and expertise in the telecommunication sector, awarded one of the two new cellular licenses to Warid Telecom (Pvt) Limited owned by the Abu Dhabi Consortium of UAE. The license was awarded under an open auction process for a fee of $291 million. Warid Telecom, one of the latest entrants in the telecom sector in Pakistan, plans to operate and manage a leading telecommunication business focusing primarily on the Beheard 0321 61

62 mobile segment of the market and is looking to launch a nationwide GSM network in Pakistan. The Abu Dhabi Consortium, who has other successful investments in Pakistan, namely Bank Alfalah and United Bank Limited, was interested in investing in other booming segments of the economy. In light of Pakistans substantial economic growth, increasing tele-density and subscriber penetration rates, and the liberalization process taking place in the telecommunication industry, the telecom sector has become a favorable choice. The past few years have witnessed a tremendous improvement in the development and growth of the telecom industry in Pakistan, specifically the cellular market. The introduction of Calling Party Pays regime (CPP) in 2000 and the entry of Ufone in 2001 led to a threefold increase in mobile subscribers. However, the cellular penetration rate (around 3%) of Pakistan is still considerably low compared to that of South Asias which is around 12%. This gap highlights the immense potential for growth available in the industry.

In order to gain a footing in the mobile market Warid Telecom has partnered with Ericsson to provide network solutions for the business. Being one of the top cellular vendors established in over 140 countries with vast experience in the industry, Ericsson will be able to offer Warid Telecom the latest technology required for their business. This coupled with Warid Telecoms sound financial backing will place it in a strong strategic position to capture the market share in the tapped as well as the untapped market.

As part of its business strategy, Warid Telecom plans to establish itself as a leader, and increase the overall market size through broader coverage of all income groups due to its affordability. Warid Telecoms superior products, high quality of service, and 62 Beheard 0321

63 customer support will enable it to not only capture market share from existing players, but also acquire the so far untapped market.

LDI/WLL
The main services being provided under Warid Telecoms LDI license include:

Management of internationally originated voice and data traffic terminating into Pakistan (International Gateway).

Management of nationally originated voice and data traffic terminating both in Pakistan and Overseas (National Origination).

Data and Value Added Services, such as Corporate Solutions, IP Telephony, VPNs, Data Warehousing, Data Connectivity etc. (Data & VAS). There are several potential LDI candidates and Warid Telecom foresees intense competition in the market. Warid Telecoms stated strategy is to provide superior quality of service based on competitive pricing as it believes that ensuring certain key performance indicators is critical. A critical element to Warid Telecoms strategy is to work with key Strategic Partners to allow Warid Telecom to focus on its core competencies while leveraging its Partners strength.

Warid Telecom believes that there are many untapped opportunities and has created a Pick & Mix modular format for its partners to evaluate which opportunities they wish to leverage. i) International Gateway (Inbound Termination of Minutes by Warid Telecom)

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64 The current PTCL official rate is US18.05c based on an APC rate of US12.05c. There tend to be many hidden additional costs with calls terminating on existing operators along with significant administrative issues. Warid Telecom operates on a transparent basis. The intention is to provide lucrative terms to our Partners based on a cost plus basis to create long term business opportunities. (ii) Outbound International Termination Currently all traffic originated by customers in Pakistan is terminated through PTCL to 3rd party international operators. To date this market has severely been stifled as a consequence of excessive pricing and poor quality of service (i.e. individuals cannot get international connectivity at peak hours due to network congestion and pricing to date has come down by 50%). The market has proven to be highly price elastic. Warid Telecom intends to generate and grow this business substantially through its mobile LDI and WLL activities over the next 3 years in conjunction with its partners. (iii) Nationwide & International Traffic Origination in Pakistan

The Pakistan market is highly entrepreneurial with a large mushroom market. Furthermore, through customer pre-select/select services (e.g. four digit access codes) and Wireless Local Loop, Warid Telecom believes that there is significant customer and O&M market potential for the origination of nationwide and international traffic. Warid Telecom would like to work with companies to create winwin business initiatives. Warid Telecom believes that there are business opportunities in the following areas:

Calling Cards Partners: White labeled or Co-branded Calling Card Platform for which our partners will focus on Sales & Marketing initiatives to create strong local or national calling card distribution networks.

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Payphone Operators: Using 4 digit access services Pay Phone Operators will be able to enjoy preferential rates from Warid Telecom. Corporate and High end user retail market using customer selection / pre-select services.

O&M and Other Agent Partners: O&M agreements and agency terms for wholesale, corporate and retail opportunities providing the end customer with cheaper telephony rates and lucrative returns for Warid Telecoms O&M partners and agents. iv) Data & Value Added Services Warid Telecom will focus on providing the following services to its potential clientele:

IP Telephony Internet Access Point to point and point to multi point connectivity such as VPNs or IP VPNs Disaster recovery, financial transaction verification

It is Warid Telecoms belief that most companies are underestimating the potential of this market. Already Warid Telecom has approached several large organizations with multi point locations that have shown an interest in this bundled solution.

LDI Partnership Programs National Partnerships

1. LDI Affinity Marketing & Sales Warid's strategy is to setup multiple routes to market for its LDI services as detailed above. A key route to market is the Affinity Marketing and Sales program whereby Beheard 0321 65

66 Warid forms a marketing and sales partnership with a strong brand to re-sell its suite of LDI services to corporate and residential consumers in Pakistan. Warid has developed attractive commercial terms that will sustain this as a standalone business for its Affinity partners. 2. Local Loop Partnerships Warid offers attractive terms of interconnection to select local loop partners to provide them national and international transit and termination services. Warid LDI network has 14 PoP's in Pakistan. Warid will be increasing its PoP's in Pakistan to 24-26 in the next 2-3 years. Interconnection with fixed and wireless local loop operators is available at all of the Warid PoP's and Warid LDI infrastructure supports most common interconnection protocols and interfaces.

3. Payphone Partners Warid offers wire-line payphone operators an alternative transit network at very attractive terms and conditions. Warid has created a significant commercial incentive for Payphone operators to switch to its LDI network for transit and termination services. Please contact GM LDI for more information on tariffs, mode of interconnection and billing mechanisms.

4. Calling Card Partners Warid offers companies with strong brand names and nationwide distribution capabilities opportunities to launch Pre-paid Calling Card Services under their own brand names. Calling card partners are responsible for setting up and managing the distribution channel, providing sales, marketing and advertising support to calling card 66 Beheard 0321

67 products.

International Partnerships
1. Wholesale Partners Warid has a clearly defined strategy of setting up direct interconnects with select Tier 1 operators to setup international routes into Pakistan. Warid routes into Pakistan are of Tier 1 quality, and its focus is to providing Quality of Service at a Competitive Price Point. Warid is interested in setting up a long term wholesale relationship on a cost plus basis. The cost plus basis of the commercial relationships ensures that the commercial interests of both parties are pro-actively managed in a price volatile post deregulation market. Warid standard terms and conditions for international wholesale partnerships are available through GM Long Distance and International 2. International Strategic Partnerships Warid is interested in strategic partnerships and joint ventures in which the partner and Warid jointly enter and develop new business lines. Important considerations in structuring these joint ventures include the financial and market strength of the partner, the revenue potential of the business line, and the strength of the existing relationship between Warid and partner. 3. International Home Accounts In addition to its wholesale and strategic partnerships in the international market, Warid has plans to target expatriate Pakistani communities through retail channels managed by its international brand and marketing partners. Beheard 0321 67

68 4. Preferred Roaming Warid is interested in preferred International Roaming partnerships with key international operators for reciprocal exchange of roaming business, reciprocal preferred tariffs, select value added services, and high end customer services.

Wireless Local Loop Services

1. Corporate and SOHO Services (a) VOIP Service VoIP(Voice Over Internet Protocol) is now the most used application internationally as it has driven down the cost of providing voice services across all consumer and business sectors. Warid WLL network will provide the service to Corporate and SOHO markets initially to connect your PABX and IPBX in different cities and locations at much better pricing then ever before without the need of local connection from PTCL. These services will be available for you throughout Pakistan to connect your head offices with regional and city offices anywhere in the country where service is offered.

(b) Data Connectivity Intra-city, Inter-city and International data connectivity on telephone and leased lines has been the most expensive bottleneck in development of corporate and SOHO data infrastructures. Warid WLL networks will provide you always-on connectivity with CIR at rates of 128kbps to 2Mbps at better prices then ever before. With Warid WLL connection at each office your virtual private network (VPN) will connect your Local Area Networks (LAN) in each city to give you a nationwide network to increase your throughput dramatically. Biggest users of these services will include banking, insurance,

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69 manufacturing, trading, stock-exchanges, education and government sectors.

(c) Utility and Public Safety Wireless connectivity of Warid WLL will enable new businesses in Utility and Public safely sectors tremendously. Partners using third party applications will provide security, telemetry and public VoIP emergency services. Other key applications will range from remote control applications for managing traffic flows to traffic lights by city governments to remote automatic meter reading by utility companies. Likewise the same WLL network will be used for home, office, and industrial suveillance by security agencies or private security agencies or even by you yourself right off the web. 2.Consumer Services (a) Integrated & Internet Access Service: You can now have fixed Wireless Local Loop (WLL) connectivity on the fly in your homes, offices, schools, universities, hospitals, internet cafe, stores and shops to get a voice and internet access services at fraction of today's cost with an "always-on" connection ranging from 64kbps to 256kbps.?

(b) Rural Telephony & Data Network Warid WLL network will provide wireless connectivity to you and other landline localloop operators to bring voice and data services to your homes and businesses in the rural areas of Pakistan to develop it with the same dedication as we are working with in Urban and suburban areas.

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3.Special Applications Our WLL network will be available for your special application needs and we would listen to your requirement and make you a proposal accordingly

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Marketing Strategies And Marketing Mix

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Marketing Strategy
All the players will be competing with one another each having its own strength and weaknesses. The market positioning is extremely dynamic. Under these circumstances quality of service, marketing strategies, pricing, promotions and brand loyalties all will interplay and have their individual impact. Collectively whoever masters this set of strategies and is able to develop a synergy will be our greatest competitor. In my opinion, the market is large enough for all of us to have our share and survive. Warid is following the internationally recognized quality of service benchmarks in maintenance of its GSM network. The coverage is definitely extensive and in line with our USO Universal Service Obligations. In terms of services Warid is maintaining an edge in bringing the most advanced and innovative features to their valued customers and will maintain their edge in being the trendsetters. Their first priority is to provide best quality services of voice telephony and short messaging (SMS). Their services are available on all motorways and other major highways from the first day of operations. The price of the services will be determined by the market forces.

Marketing Objectives
Good corporate citizenship The GSM license will be used for the maximum benefit of the country, its people, customers and the business community. Putting customer first Being customer oriented is the key to the success of any organization. 72 Localisation Integration of marketing activities centred around the customer Customer relationship management Effective and aggressive sales force targets and personnel. Beheard 0321

73 Coverage Wide population and geographic coverage Excellent indoor and outdoor coverage High capacity network Efficient use of spectrum

Service Maintenance of quality Offer unique value added services Content and bulk messaging services for mass communication Infoservices capability Allowing for top-up facilities like recharging via credit card, via another zem cardholder, and via recharge vouchers. Price Offer low, affordable prices at launch. However, the aim is not to indulge in price competition in the long run, and maintenance of customer base should be on basis of quality of service. Low activation charge lowers barrier to adoption Cost based low tariffs mean customers can afford more calls Future price reductions to line with cost reductions Low priced SMS.

Distribution Make zem prepaid cards available everywhere, in every locality of Pakistan Franchise as well as other local outlets

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Benefit Low prices, high capacity, high quality. Shareholders earn a reasonable return on investment by offering low prices to many, instead of high prices to few. Brand value and identity Create a brand name in the market to compete with Jazz, as that has the highest recall. Create brand awareness by investing heavily in promotional campaigns Use the 0321 code in promotional campaigns to increase brand recall.

Core Competencies Custom-made network for Pakistans environment.

Congestion-free connectivity in all coverage areas. Roll out plan for complete national populated coverage by 2006. Fully redundant network. Robust design catering to future needs. Future professional network (EDGE compatible and 3G upgraded with soft switch and media gateway architecture) State of the art IP based contact center and leading data center Launch of WiMax services across Pakistan by the end of 2005 with revolutionary 3.5 GHz broadband solutions ETOM compliant business processes as per accredited international standards Strong edge over its competitors in the form of low call rates.

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Brand Values
Warid Telecom's brand values include: Quality - We want to make a difference to people's lives. Our optimism is contagious. We are passionate about what we do and we have confidence in ourselves. Simplicity - For us, clarity comes through simplicity. We recognize that we are people communicating with other people. We are always direct and easy to understand. Product Positioning Although Warid is new in the market as compared to its other competitors yet it has acquired a good position n the market for oits favorable postpaid packages and low call rate prepaid packages. Int this point of view Warid telecom launched its product in Pakistan with a market push strategy, while providing low rates and not only it has it has made its position better but also force other networks to reduce their prices Target Market Target market means dividing the whole market into different segments and from those segments selecting the right segment for its product. According to one of the representative of Warid telecom, it has divided its target market into categories of A+, A-, B+, B-,C, D, E and F Categories A+ & AB+ & BC D E F Charcteristics Age group 28 to 32, 40+ and upper income level (Urban) Age group 22 to 27, lower upper income level (Urban) Age group 18 to 22, Youngsters (Core Target) Age group 13 to 17, lower income level Users of semi-urban areas Users of rural areas Beheard 0321 75

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Target Market Analysis

Warid has divided the market into demographics, geographic, psychographic, Media graphics. Demographics Individual Cooperate Client

Geographic Provincial Capital Major cities and towns Major highways Motorways

Psychographic Brand Status symbol

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Marketing Mix
1. Products
There are two main products Prepaid (Zem) Post Paid (Zahi)

Zahi Tariff:

Monthly Line Rent Free Minutes

Rs. 250 250 30 Sec

Monthly Line Rent Free Minutes

Rs. 750 750 30 Sec

Weekend Rates (on-net) On-Net On-Net (FnF) Off-Net (Mobile) Off-Net (Landline) SMS On-Net SMS Off-Net SMS International Free Min On-Net (Warid to Warid) Off-Net

(Rs.) 0.43 0.63 0.43 0.80 0.75 0.50 1.00 5.00

Weekend Rates (on-net) On-Net On-Net (FnF) Off-Net (Mobile) Off-Net (Landline) SMS On-Net SMS Off-Net SMS International Free Min

(Rs.) 0.35 0.50 0.35 0.75 0.70 0.50 1.00 5.00

175 75

On-Net (Warid to Warid) Off-Net

450 300

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Monthly Line Rent Free Minutes

Rs. 1500 Monthly Line Rent 1500 Free Minutes 30 Sec (Rs.)

Rs. 2500 2500 30 Sec (Rs.)

Weekend Rates (onnet) On-Net On-Net (FnF) Off-Net (Mobile) Off-Net (Landline) SMS On-Net SMS Off-Net SMS International Free Min On-Net (Warid to Warid) Off-Net Free SMS

0.20 0.30 0.20 0.70 0.45 0.50 1.00 5.00

Weekend Rates (onnet) On-Net On-Net (FnF) Off-Net (Mobile) Off-Net (Landline) SMS On-Net SMS Off-Net SMS International Free Min

0.10 0.13 0.10 0.68 0.38 0.50 1.00 5.00

900 600 250

On-Net (Warid to Warid) Off-Net Free SMS

1700 800 500

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Monthly Line Rent Free Minutes

Rs. 4000 Unlimited 30 Sec (Rs.)

Weekend Rates (onnet) On-Net On-Net (FnF) Off-Net (Mobile) Off-Net (Landline) SMS On-Net SMS Off-Net SMS International Free Min On-Net (Warid to Warid) Off-Net Free SMS

0.65 0.30 5.00

Unlimited 1000 Unlimited

Zahi Tariff: Choose the best to be your partner on your way to success. Avail all the new offerings on the new and improved revised package plan by Warid Zahi for your changing communication needs.

No Long distance charges You dont have to pay extra for any long distance calls. Just dial any nationwide PTCL or mobile number of any network and you will charge at local rates. Basic Services Beheard 0321 79

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CLI. Call Conference. Call Hold and Call Waiting. Call Divert.

SMS

On-Net (Warid to Warid) SMS Rs. 0.50. Off-Net (Other Mobile) SMS Rs. 1.00. International SMS Rs. 5.00.

MMS

On-net (Warid to Warid) MMS Rs. 3.00 + tax up to 250KB. Off-net (Warid to OMO) MMS Rs. 3.00 + tax up to 100KB.

Value Added Services (VAS): Enjoy the following Value Added Services.

Surf Now (Mobile internet) Rs. 1.00 (per 64KB). Picture Messaging and MMS at Rs. 3.00 (per 250KB). Voice Mail (No Charges).

Warid Zone Content 80 Download SMS based content for Rs. 2.00+tax/transaction. Download MMS based content for Rs. 2.00+tax/transaction. Beheard 0321

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Zem Features
Caller Line Identification (CLI) This service enables you to identify callers at your discretion. Conference Call With Conference Call you can teleconference with 6 people simultaneously. You can create conference calls with on-net (Warid to Warid) and Off-net (national & international) numbers. Call Waiting & Call Hold Handle two calls at a time with your Warid phone. You can be on one call while the network will alert you about another incoming call. You can put the first call on hold while you answer the second call. Call Divert Whether you're unable to take a call driving outside the national coverage area travelling abroad or are busy you can divert your calls to any other Warid number. Short Messaging Service (SMS) With SMS you can be as discreet or as creative as you like. Either way sending a message is quick reliable confidential and if you want it to be great fun.

Value Added Services

Voice mail Voice Mail allows you to receive your voice messages even when your mobile is switched off you are outside the coverage are or are busy. You can retrieve these messages for free from your Warid phone at your own convenience. Picture Messaging & Multi-media Messaging Service (MMS): Beheard 0321 81

82 With MMS messaging is fun colourful and musical. Add pictures animations polyphonic MIDI sounds and even video clips to messages and show the world how amazing communications can be. Surf Now (Mobile Internet): Surf now gives you the flexibility to browse the Internet on your mobile phone or laptop anywhere you are. So whenever you are on the internet simply set-up the Internet connection from your GPRS/WAP enabled handset. Please note that both your handset and website need to be WAP enabled for this service to work. If you are using your laptop or if your phone supports windows Internet browser such as Nokia 9500 I-Mate etc. you can log on to the normal www sites. 64K SIM: Warid presents the most powerful 64K SIM. Apart from the special WARID menu the 64K SIM gives its users added flexibility to store up to 500 numbers and 50 text messages. No other SIM in the market offers this amount of storage space. Prepaid customers can replace their standard 32K SIM with the 64K SIM by paying a replacement fee. Warid Zone: Your Warid SIM comes with a special WARID menu utilizing state-of-the-art SIM technology. This menu offers a bundle of services. Now you don't need to remember key words or short codes to access information any more. Key words have already been pre-coded in your SIM card allowing you to get information...easily and swiftly.

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Charges (Paisas) Friends & Family On-Net (Warid to Warid) Off-Net (Landline) Off-Net (Other mobile) Zem 111 International Zone 1 Zone 2 Zone 3 Zone 4 2.25 12 18 33 2 3 4 5

*Per seconds rates (exclusive of all taxes) + air time Connection: Activation tax Rs. 300. Free airtime on activation worth Rs. 150 SMS: On-Net (Warid to Warid) SMS Re. 0.50. Off-Net (other mobile) SMS Re. 1.00 International SMS Rs. 5.00

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Charges (Rs.) Friends & Family On-Net (Warid to Warid) Off-Net (Landline) Off-Net (Other mobile) Zem 111 International Zone 1 Zone 2 Zone 3 Zone 4 0.55 3.49 4.99 8.99 0.50 0.75 1.00 1.25

Values Added Services (VAS): Monthly GPRS/MMS subscription of Rs 50. For only Rs. 1 per transaction enjoy any of the following Value. Added Services:

Surf Now [Mobile Internet] download (per 64KB). Picture Messaging and MMS [per 100KB]. Voice Mail (no deposit or retrieval charges).

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Charges (Rs.) Friends & Family On-Net (Warid to Warid) Off-Net (Landline) Off-Net (Other mobile) Zem 111 International Zone 1 Zone 2 Zone 3 Zone 4 0.99 5.99 8.99 15.99 0.75 1.25 1.75 2.25

Warid Zone Content:

Download SMS based content for Rs. 2.00/ transaction Download MMS based content for Rs. 3.00/ transaction

Friends & Family: Upto 5 Friend & Family numbers can be nominated for On-Net (Warid to Warid).

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Charges (Rs.) Friends & Family On-Net (Warid to Warid) Off-Net (Landline) Off-Net (Other mobile) Zem 111 International Zone 1 Zone 2 Zone 3 Zone 4

1st 3mins 1.00 3.00 3.00 3.00

Next 2mins 1.00 2.00 2.00 2.00

Thereafter 1.00 1.00 1.00 1.00

1.99 9.99 11.99 21.99

0.99 7.99 9.99 15.99

0.79 4.99 7.99 13.99

*Per 60 second rates (exclusive of all taxes) + air time billing loop restarts after 20 minutes.

Charges (Rs.) Friends & Family (Warid to Warid) On-Net (Warid to Warid) Off-Net (Landline) Off-Net (Other mobile) Zem 111 International Zone 1 Zone 2

12 to 9 0.65 0.65 1.00 1.75

Daytime 1.00 1.50 2.00 2.50

1.99 6.99

1.99 6.99

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Zone 3 Zone 4 9.99 16.99 9.99 16.99

*Per 60 second rates (exclusive of all taxes)+ air time

2. Pricing Strategies
Pricing strategies of Warid telecom are very confidential and these are kept secret. I dont have any access to these strategies so thats why I could not mention them on my report.

3. Place
Following are the cities in which Warid telecom operates
Punjab

Adda Sahuka Ahmed Pur Sial Ahmedpur East Alipur Alipur Sayyadan Allahabad Arif Wala Atharan Hazari Attock Bahawalnagar Bahawalpur Baiwal Bambanwala Bhai Pheru Bhakkar Bhalwal Bhawana Bhera Bhurban Bhurewala Bucheki Chak Jhumra Chakri Chakwal Chawinda Chichawatni Chiniot

Gunjyal Hafizabad Harapa Haroonabad Hasilpur Hassan Abdal Hattar Hazro Islamabad Jahanian Jalalpur Bhattian Jalalpur Jattan Jalalpur Pirwala Jamke Cheema Jamkey Chatta Jandiali Bangla Janpur Jaranwala Jassar Jatoi Janubi Jauharabad Jhang Jhangira Jhelum Kabirwala Kacha Khu Kala Khatai

Kot Chutta Kot Radha Kishan Kot Samba Kot Sultan Kotli Sattian Tehsil Kundian Ladhewala Warraich Lahore Lak mor Lala Musa Leiah Liaqatpur Lodhran Luddan Mailsi Mamu Kanjan Manawala Mandi Bahauddin Mandi Faizabad Mangat Mangla Mano Chak Mian Channu Mian Wali Minchinabad Mitha Tiwana

Rahim Yar Khan Raiwind Raja Jang Rasul Rasulnagar Rawalpindi Renala Khurd Sadhoke Sadiqabad Sahiwal Sambrial Samot Sanjar Pur Sarai Alamgir Sargodha Sauwaal Shadiwal Shahkot Sharaqpur Shehr Sultan Sheikh Fazil Sheikhupura Shujabad Sialkot Sikendarabad Sitpur Sodhra

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Chistian Chowk Azam Chunian D G Khan Dahraan Wala Daska Dera Din Panah Dhanote Dina Donga Bonga Faisalabad Faqirwali Farooqabad Fateh Jang Fatehpur Fortabbas Gagu Mandi Ghakkar Ghauspur Ghaziabad Gojra Gujar Khan Gujranwala Gujrat

Kalar Kahar Kalar Sayadan Kalar Syedan Kalur Kot Kamalia Kamoki Kamra Kanganpur Karampur2 Kasowal Kasur Khairpur Khairpur Nethan Khairpur Tamewali Khanewal Khanpur Khanqah Dogran Khanqah Sharif Kharian Khudia Khurianwala Khushab Kolo Tarrar Kot Addu

Shah

Multan Muredkey Murree Muzaffargarh Nankana Sb Narowal Nawan Lahore Okanwala Bangla Okara Pakpattan Pasrur Patriata Pattoki Phalia Pind Dadan Khan Pindi Bhattian Pindi Gheb Piplan Tehsil Qadirpur Ran Qazian Qila Dedar Singh Qila Dewan Singh Qila Kalar Wala Quaidabad Rabwa

Sohawa Sukheke Summundari Tail Wala Tala Gang Talamba Talwaindi Moosa

Khan Talwandi Bhindrian Talwandi Khajoor Wali Tandlainwala Taxila Tibba Sultanpur Toba Tek Singh Vanikey Tarar Vehari Wah Cantt Wahndo Wazirabad Yazman Zafarwal

Zahir Pir

Sindh

Badah Badin Bagerji Bandhi Berani Bhan Bhiria City Bhit Shah Chak Dadu Daharki Daulatpur Depalpur Dokri Gambat Garhi Habibullah Garhi Khairo Garhi Yasin

Hyderabad Jacobabad Jam Sahib Jhat pat Johi Kambar Ali Khan Kandhkot Kandiaro Kandiyari Karachi Karampur Kashmore Kazi Ahmed Kot Diji Kotri Kumb Lakhi Larkana

Mirpur Mathelo Mohenjo Daro Moro Nasarpur Nasirabad Naudero Naushero Feroze Nawabshah Pacca Chang Padidan Pano Aqil Phuliji Pirjo Goth Qaim Pur Radhan Ranipur Ratodero Rawat

Sann Sehwan Shahdadkot Shahdadpur Shahpur Shikarpur Sinjhoro Sobhodero Somiani Sukkur Tando Adam Tando Ala Yar Tando Jam Tando Masti Khan Tando Mitha Khan Tangwani Tharushah Thatta

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Gharo Ghotki Hala Hingorja Hub

Matiari Mehar Meharbpur Miro Khan Mirpur Khas

Rohri Rustam Saeedabad Sakrand Sanghar

Ubuaro Uch

N.W.F.P

Abbotabad Akora Amangarh Baffa Bagh Balakot Bannu Battal Battgram Charsadda Chilas

Dera Ismail Khan Ghazi Tehsil Ghizar Ghora Gali Gilgit Haripur Havelian Jahangira Jand Kahuta Karimabad

Khalabat Khaplu Kohat Lahor Tehsil Lakki Marwat Lower Topa Mansehra Mardan Nawan Shehr Nowshera Pabbi

Peshawar Sarai Salha Skardu Swabi Tarbela Topi Utmanzai

Balochistan

Chaman Ghulistan Sub Division Gumazi

Pasni Pishin Qilla Abdullah Qilla Saifullah

Quetta Sibbi Turbat Usta Mohammad

Gwadar

A.J.K

Banjosa Bhimber Chakoti Dadyal

Garhi Dupatta Hajeera Hattian Bala Kotli

Mang Mirpur Muzaffarabad Palandri

Rawalakot

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Promotion
Warid uses all the promotion or communication tools that we studied in the text books and these communication tools are Advertising Public relation Direct marketing Sales promotion Personal selling

Advertising In this tool of communication Warid telecom uses different medias to convey their message to their procpect customers and general public. Following are the medias that are used by Warid telecom Broadcast media Television Radio Print media Newspapers Magazines There are also other medias that are used by Warid telecom to promote their product through advertising Public Relation

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91 It is also another handy tool used by Warid telecom to communicate better goodwill of their product. Warid as an organization has firm belief in social responsibility. The main example of their social responsibility is that recently they have contributed in the Lions Club in Faisalabad. The donation is round about Rs. 5 Lac in order to help the poor blind people. They also contributed in the earthquake disaster. They contributed a lot of amount on the development of the earthquake affected people. Direct marketing In Warid various tools are used to promote the products through direct marketing. For example telemarketing. Sales Promotion Warid offers various discounts and reduction in the call rates to promote the product. Moreover Warid also mages stalls in vaious trade shows for the sales promotion. Personal Selling It is also a handy tool used by warid telecom to poromote the product.

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SUGGESTIONS AND RECOMMENDATIONS

If you dont do something right someone else will . There should be a properly managed R&D department. New market should be explored. New product should be added. Promotional activities should be started. There should be framed and informal training programs for employees. Decentralized decision making should be there. More Knowledgeable and professional people should be there. If you dont regulate yourself- you will be regulated by others!

CONCLUSION
What I have concluded from all this learning process is, that this job is making me more systematic, more scheduled, more responsible, more focused, more humble, creating a level of patience in me, and I would definitely & specially point out the training session here that was an excellent experience and that can convert any person into a groomed guy. The Training session of Warid is so strong and it influences so abruptly that makes you feel as a part of Warid and the basic focus of these training sessions is actually team work which I always desired to learn and now found in this organization by attending two training sessions about Wateen Telecom.Warid telecom emphasizes on EQUALITY i-e either the top management or the operational level, all are the employees of Warid, so all are same and must call each other by their names. Working in Warid is making me more extravert and more social, Till now I havent found any drawbacks of the company. Since warid specially arranged a psychological training session for its employees to boost up their morale and the consultant was MAX,one of the most expensive consultants in world, and when you see that company is investing so much on you then you also try your level best to perform your duties and thats what I am. So I m happy with what I m getting, and I am learning a lot out of it.

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MY LEARNING
I have been working as an employee in Warid Telecom for 2 months and all I have learnt would be described in a systematic way. As I am working in Sales, so my major focus would be Sales & Customer Services but I will try to compile all the various departments of the organization.

Sales
1. 2. 3. 4. Procedures Cellular Services Contract Creation Misc. Reports generation

Customer Services
1. TABS based activities 2. Voluntary blockings 3. Restorations 4. Tariff Changes 5. Receivables of companies 6. Task orders creation and follow up 7. Billing queries 8. Record maintenance (Filing) 9. Duplicate SIM issuance 10. Misc. letter head request handling 11. .Made account statements of different corporate clients for smooth and timely payments.

Credit and Collection

1. Procedures 2. Got the following activities done: Sales vetting Credit limit upgrade/downgrade Access change Address change Removal of discrepencies Beheard 0321 93

94 Ownership transfer vetting Restorations Collection support/follow up

Finance
1. Collection of bill payments 2. Collection of payments against new sales 3. Issuance of stock Scratch cards Replacement of SIMS New connection Collection of payments against scratch cards,replacement SIMS and new connections 4. Daily and monthly activity reports 5. Stock reports 6. Bank reconcillation 7 Franchise collection 8. Deposit reconcillation 9. Issuance of stock to franchises and distributors

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Index
C&C CAF CSAF EDGE GPRS GSM IR LDI MMS MNP NWD PTA SIM SMS TABS VAS VOIP VOL blocking WLL Credit and Collection Credit Application Form Customer Service Agreement Form Enhanced Data Rate for GSM General Packet Radio Service Global System for Mobile Communication International Roaming Local Distance International Multimedia Messaging Service Mobile Number Portability Nation Wide Dialing Pakistan Telecommunication Authority Subscriber Identity Module Short Messaging Service Telecommunication Administration and Billing System Value Added Services Voice over IP Voluntary Blocking Wireless Local Loop

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BIBLIOGRAPHY

Interviews with Management Warid telecom Website (www.waridtel.com) www.pta.gov.pk Flare Magazine Personal Experience Observation Company Written Material

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