Pakistan

Presented By BILAL SAYAL

Telenor Pakistan is 100% owned by the Telenor Group, an international provider of high quality voice, data, content and communication services in 14 markets

across Europe and Asia. Telenor Group is among the largest mobile operators in the world with over 179 million mobile

subscriptions.

COMPANY PROFILE

Introduction

Telenor at a Glance Telenor Group is one of the world’s major mobile operators with 120 million mobile subscriptions. Telenor is a world class provider of mobile communications service. Telenor mobile operation covering 12 countries and broadcast service .Telenor is the largest telecommunication company in Norway. During the late90’s it has been changed from fully government owned into a public limited company.

History of Telenor For over 150 years, telecommunications has played a vital part in the development of modern Norwegian society. As the current provider, Telenor has been the driving force in the development of a highly sophisticated home market and is now one of the largest mobile operators worldwide.

In 1994, Norwegian Telecom was established as a public corporation. One year later, it changed its name to Telenor. Telenor is a leader in mobile communications. Manual mobile telephony services were introduced in Norway in 1966.

Telenor Pakistan is the country's single largest European foreign direct investor, with investments in excess of US$2 billion. It acquired a GSM license in 2004 and began commercial operations on March 15, 2005.

AWARDS SAARC Awards BRAND Awards BRAND Award

Telenor Pakistan has won the awards for The 2008 Telenor BRAND Award was "Most Innovative Mobile Operator" given to Telenor Pakistan for the second year in a row ENVIRONMENT EXCELLENCE Awards SUPERBRAND Awards

Telenor Pakistan received an award at the Superbrands Pakistan declares Telenor as 5th Annual Environment Excellence superbrand of the telecom industry.... Awards (AEEA) distribution...

Nature of Organization The nature of telenor organization is telecommunication

and mobile operator in worldwide.

Organizational structure Mr. Jon Fredrik

Mr. Richard

Group & Team

Per Simonsen Karin Fredrik RickardSenior VP and Head of Groups Head of sales Head of production Strategy at Telenor Group. Head of Business Control

Stephen Bryant M. Arendals k. Morten Erik Spilling Head of technology Chief financial officer Head of telenor European Head of digital service

Leadership

Jon Fredrik BaksaasPresident and Chief Executive

Officer (CEO)Appointed: 21 June 2002Background: Mr. Jon Fredrik Baksa as has been President and CEO of Telenor Group since June 2002. During this period, the total number of subscriptions in Telenor Group’s mobile operations has increased from 21 million in June 2002 to 130 million in 2012.

TQM practices in Telenor Pakistan

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Total Quality Management• A people-focused management system that aims at continual

increase in customer satisfaction at continual lower real cost through continuous process improvement.

• It is the way of managing organization to achieve excellence.

• It is an enhancement to the traditional way of doing business.

• It is a is a proven technique to guarantee survival in world-class competition.

• It is a is a management approach that aims for long-term success by focusing on customer satisfaction..

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Quality Management System• Concept of quality in Telenor

Quality is the key aspect and it plays a pivotal role in thegrowth of organization. Quality has strategic importance in the organization.

• TL9000 Quality Management System• Telenor is the only company of Pakistan who are complying with

TL9000 standards.

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• Telenor’s Motto “Continual improvement through continuous implementation”

• Do it right first time, every time.

• They provide continuous improved high quality services and support to meet customer satisfaction .

• They believe in consistent and regular improvement in every area.• Six Sigma• ITIL• JURAN Trilogy

• Planning (Quality, RF and BSS planning)• Control (Quality planning)• Improvement (everyone is responsible)

Continuous Process Improvement

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CONT……

• Training & Development.As a result of trainings, Telenor captures 22% of total

market in Pakistan.

• PDSA cycleThey make sure that planning ,implementation ,analysis

& their result works should be perform by the corporation of all.

Check: Senior management continuously checking performances.

Guidance and keep aligning with company vision and mission statement. 14

Customers Satisfaction The most important asset of any organisation is its customers

• Complaint: Prioritized by the Complaint Resolution Unit.

• Critical complaint:• The manager attends.• If about another customer, then the customer is warned at most two

times before the Complaint Resolution Unit.

• Feedback: • Collected at call centers, franchise, website and customer service centers.• Customer Retention and Loyalty Department.

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Supplier Partnership

The right vendor provides the right product, the right quality, on time, at the right price with the right level of service.

ZTE, Fundamo & Huawei are current suppliers.Selection Criteria:-

• quality • price • terms • delivery • service

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Performance Measures

Telenor monitors the performance of its employees by the Annual TDP .

Analysis done on department and requirement basis.

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Employee Employee Involvement:Currently there are over 2500 employees working in Telenor."Their people are their greatest asset”.

• Communication: There is an internal communication department which communicates with employees.

• Job Security: Job is made permanent when the employee is at

team lead position.

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Employee

Employee Involvement:Currently there are over 2500 employees working in Telenor."Their people are their greatest asset”.

• Away Day• Employee Share Purchase• Telenor academics• Experience Opportunities

• Job Security: Job is made permanent when the employee is at

team lead position. 19

Employee

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Achieving a Motivated Work ForceFacilities: For the employees like:

Pick and dropDSL facility at home 50 % free.Medical Facility to employee Paid VacationsMobile phone Wall of fame (picture of department employees

on wall) Cash Awards

Empowerment allowed up to some level.Top level management must be informed. 21

Recognition and RewardWhen any department works well then it will take Incentives wall of fame (pictures of department employees on

wall) Cash Awards cricket and badminton matches trips

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