Gaps the 2nd largest network of Pakistan after

Gaps in classroom learning
and experiential learning. 17
 Telecommunication Industry Profile:

 

 Telecommunications industry in Pakistan defines
the overall setting for the growth of mobile telecommunication, telephone and
internet market. The mobile industry of Pakistan has gotten remarkable growth
in recent years. Increase in mobile Industry directly influences the telecom
industry. Changing in the technologies make this industry tough for the
competition but the entry for new competitors is not easy.

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Many
analysts believe that Pakistan is one of the fastest rising telecom markets in
the world.  Pakistan’s telecommunications
infrastructure is intensely refining with foreign and native investment in
fixed and mobile networks .Fiber systems are being built across the country to support network growth.
The
mobile telecommunications segment is seeing very large year-to-year growing in
Pakistan. Approximately 90 percent of Pakistanis live within areas that have
cell phone coverage and more than half of all Pakistanis have access to a cell
phone. With 118 million mobile subscribers, Pakistan has the peak mobile diffusion
rate in the South Asian region.

Pakistan
Telecommunication Authority (PTA) is administration agency accountable for the
establishing, process and maintenance of telecommunications in Pakistan. Refering
to the Pakistan Telecommunication Authority (PTA), Mobilink carry on to lead
the market with 35.7 million subscribers, trailed by Telenor by 29.3 million,
Ufone by 23.1 million, Zong by 15.6 million, and Warid Telecom by 14.3 million.
Lately warid and jazz merged. Telecommunication is growing day by day with the
immense growth. Competitor wants to capture all the new customers and retain
the old one.

 

Telenor Profile:

 

Telenor
Pakistan is 100% possess by Telenor Group. This is a provider of quality voice
data, content, and communication services in 12 markets in Europe and Asia.  With a footmark covering all over the country,
it has a subscriber base of over 40 Million constructing it the second largest
mobile operator in Pakistan.

 

In April
2004 Telenor get the license for delivering GSM services in Pakistan, and in 15
March 2005 launched its services commercially in Islamabad, Rawalpindi and
Karachi. Telenor underway its services in Lahore, Faisalabad and Hyderabad.
Telenor has its company head office in Islamabad, with regional offices in
Karachi and Lahore. Proceeding further in January 28, 2005, Telenor established
its first call Centre in Lahore for the customer care. Telenor is the 2nd
largest network of Pakistan after Mobilink.

The
official foundation was held in Islamabad with the President of Pakistan
General Pervez Musharraf as the guest of honor and a Telenor delegation headed
by CEO Telenor Jon Fredrik Baksaas along with CEO Telenor Pakistan Tore
Johnsen. The inauguration call was made by President Pervez Musharaf to the
Prime Minister of Norway. Now Irfan Wahab Khan is new ceo of Telenor Pakistan.

 

Vision statement

We provide
the power of digital communication, enabling everyone to improve their lives,
build societies and secure a better future for all. Our vision to empower
societies is a clear call to action. We bring vital infrastructure, new
services and products that stimulate progress, change and improvement.

Mission
statement

We exist to
help our customers get the full benefit of being connected. Our success is
measured by how passionately they promote us.

 

 

 

Telenor Processes:

Communication
process is essential part of every organization. Organization cannot function without
effective communication. There is two type of communication that occurs in an
organization which is internal and external structure. Telenor uses a various   formal and informal forms of communication however
exchanging information with people inside and outside the company.

 Telenor use the intranet for this purpose and
for the feedback or any query or report they use the email. Every employee has
an access to the intranet of Telenor. Company use Siebel for the Customer Relationship management. For the data entry
Telenor use the Phoenix Software in
which they enter their sales data entries or some other variables.  

Intranet
they use get new updates related to the products and also new scheme of
compensation in the form of competition. There is a competition held in the
region by the Telenor for the Franchise. Winner will get gift or price money
that distributes equally in the franchise.  Distribution channel in the Telnore franchise
which is handling by the Distribution manager Mr. Adil. The working of the
department explains in departmental functions part.  Telenor call off their sales and services
center. They are now only focusing on the franchise system strategy. There are
regional manager those check the performance of the franchise in there region.
They visit franchise anytime which is unplanned to check they franchise don’t
manipulate the working condition before his visit.

 

 

 

Departmental Functions:

 

There are
total 3 departments in the franchise of Telenor where I work as an internee.
Walk in Customers (WIC), Distribution and Finance. And there is a franchise
manager Mr.Shahid .Walk in customers (WIC) department Manger which is also
known as Customer relation Officer (CRO) is Mr. Atiq ur Rehman. And the
distribution Manger is Mr. Adil. I work for both the department WIC and
Distribution.

Walk in
customer deprtment do doffernt task which includes: new sim connection which
require some data from the customer to be filled or provide first. Change of
ownership is also the require the same data from the customer to change the sim
owner. Providing the customer information about the new or old packages of
internet, sms, and call.  Handling the
customer complaint is also the duty of Customer relation department and resolves
these complaints. Sim replacement is another part which they do there. Mostly
customer replace there sim because of advancement in the technology that the Telenor
change to 4g.  Easy load and bill payment
is also there which I find most difficult task because most of time just one
digit sends the easy load to other customer which shows the irresponsibility.
Change in packages also done there which are quite simple and appreciated work
for the employees. Telenor have the easy paisa for the transfer of money from
one place to another in no time.  In
which Telenor is leading now. These tasks are done in Walk in Customer
department.

Distribution department handle the
external customer which are like the mobile shop which have the easy load of
Telenor provide by the distributor of Telenor. They place there small shop in
the city for the sales of new sim. And Finance department handle the financial
statement of the franchise. Compensation and salary also the task which have
to   done by this department in Telenor
franchise.

 

Personal Experience:

 

This
internship was totally new experience for me. 
Get to know lots of thing in the Telenor. The task which was assigned to
me is that provide new connections to the customers. Which I found quite easy
work.

Required data or process for that:

A customer
is required to select a sim number from a given list. Then a CRO (Customer
Relation Officer) fill a form. The form contains the following claws:

     
Customer first name

     
Customer last name

     
Date of birth.

     
Customer CNIC number

     
Fathers name

     
Permanent address

     
Temporary address

     
Sim card number

     
Sim registration number

     
Fee

     
Customer signature and thumb

     
CRO signature

     
Office stamp

 

After
buying the new sim, a buyer is then required to register the sim on his own
name. For this, a customer will call to 789 and will press button 2. After a
few seconds, the Telenor operator will query the customer CINC number, customer
name, father name, mother name, and the place of birth.

 The data which given by the customer is then
match with the NADRA record, if it is correct then representative will register
the sim, or if not he will reject it and the customer will have to register the
sim on another CNIC.

Provide
INFORMATION TO CUSTOMERS:

 

Task that I
did in the office was to provide information to the customers about the
services and packages such as Telenor talkshawk, postpaid tariff, international
call rates etc.I also provide information of how registered of change the
friends and family numbers and about the mobile number portability facility
which process is written in our systems.

 Daily I was faces new customers with new
problems so I gain a lot of experience through this internship. Some customer
behaviors were extremely rude and were very hard to control myself in some
situation, but we were strictly restricted to behave just as that we have not
any anger sense.

CUSTOMER
COMPLAINTS:

Working on
a front desk, I was also assigned to handle the customer’s complaints in very
well-organized manners. Listen to the customer complaints carefully and give
quickly response so that the customer satisfied and go happily. Following were
some customer complaints:

     
Message downloaded error

     
Message not sending

     
Call disconnection

     
Billing problem in postpaid connections

     
Coverage

     
Wrong calls

     
Voice quality

     
Change of ownership

While doing
these tasks I feel a sense of responsibility and enjoy my work.  The most challenging task in my internship
was the Handling the customer complaint. Manger told me that customer is
everything for us doesn’t lose your temper even if customer abuse or slap you.
That thing I feel weird but after sometime I realize the pressure on the
Manger.  Most of the time customer are in
hurry they want to there work done in no time and If not they start behaving
aggressively. That thing was real challenge for me. In this internship I also
get to know that retaining the customer is not an easy task.

Communication
is the main skill is learned there. 
Reading books about the communication skills and the practically both
are differ because on spot or situational factors are there which influence the
communication. Organization interaction was not new for me because I also done
internship in Packages pvt.ltd before. But the learning the franchise and
company end policies are totally different. 
Management skills are learned after doing this internship. How to manage
the different tasks in different circumstances practically.  Problem solving skill is learned by doing the
customer complaint task.   I get to know
where lack of is so that due this I get to know about the self-improvement. And
after that self-correction practically done that again and then access it again
.

The problem
which I identified is that there is no HR department in the franchise due to
which I found out the lack of motivation in the employees. Most of the time I
found out that the employees doesn’t even know about their performance and
compensation. There is no performance appraisal is used which is bad for the
Franchise, they only check the performance of employee by looking at his/her
sales.

Another
problem was there is no proper recruitment process. Every employee there is on
some reference. The pay system is also not according to the Labor law. Labor
law sets the 15 thousand minimum basic salaries. They are not fulfilling the
requirement the basic salary of the Manger is 12 thousand and then they ad on
the compensation/Incentives which I feel bad for the janitorial staff. Because
the manager make their salary 30 thousand plus after the sales incentives, but
janitorial staff get only basic salary which I guess well less than 15
thousand. 

Everyone is
punctual and always on time there franchise open at 9 o’clock and close at
5oclock. They also did some extra time work without any extra time bonus when they
are not done with the monthly or weekly sales. 
The interesting thing is that Company doesn’t clear its check if the
franchise fails to achieve its target. 
And if franchise fails to achieve its target 3 months in a row they
finish their contract with the franchise. After observing lots of things I find
out that the employees are very skilled but are not loyal. They just work when
manager is there if He is on leave or not there, they don’t bother to take
responsibility.

Everyone is
there very cooperative with me. I learn many things from them like how to
behave with the customers and peers. That was the point where I practically get
to know about the Organization behavior. Every new employee trained by its
Colleagues or sometimes manager.

 

 

 

Recommendations:

 

     
Should be proper recruitment systems. This should be
on the basis of his/her qualifications and skills. Not on the basis of
reference.

     
There should be a HR department in every franchise for
monitoring the different matters or performances.

     
There should be a proper performance appraisal in
which employee also include and different variables include.

     
The salary packages need to be modified a lot.

     
Such system should be designed that every employee who
has some problems with his supervisors can communicate it to the higher
management and some steps must be taken to improve that.

     
When a new employee becomes a part of Telenor, he/she is
not properly oriented. Telenor has this policy of orientation but it only
includes visits to departments and knowing about the policies and rules of the
company.

     
New Employee should also get the proper training from
the Regional office or headquarter from the Telenor of 10-15 days then send to franchise.

     
The late seating of employees has been observed in
Telenor franchise distribution department and many employees work overtime
after office hours. They should be properly compensated for their work especially
during the overtime period. This would be encouraging for all the employees.

     
There are just 3 employees including the manger in the
customer care department are over-burden with work and responsibility. The
customer care department requires more employees.

     
Telenor should provide training to its employees.

Gaps in classroom learning and the
experiential learning:

 

After doing
the internship I see vaster than before. Classroom learning has its own
importance but the experience is what we do practically, which is more
important than classroom. When we enter corporate world, thing are changed from
what we anticipated. We are supposed to apply the knowledge and use skills
which we learned in our classroom. But many of us fail because there are some
situations where our skills and knowledge are useless. We are not thought how
to react or handle stressful situations, how to deal with work burden and the
complexity of organizational culture.

This gap
can be removed if students in class are given role plays, where they have to
act in certain situations. They should be given more case studies so that they
know what is going around. The internship should be compulsory in every summer
and providing that internship will be the University responsibility .By this I
believe we get much aware of the corporate world. In this ways they might have
some idea how things works and they know what should be done in unexpected
situations.