Pakistan

Presented By BILAL SAYAL

COMPANY PROFILE
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.

Introduction
Telenor at a Glance
Telenor Group is one of the worlds 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 late90s 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 "Most Innovative Mobile Operator"

ENVIRONMENT EXCELLENCE Awards

The 2008 Telenor BRAND Award was given to Telenor Pakistan for the second year in a row SUPERBRAND Awards

Telenor Pakistan received an award at the 5th Annual Environment Excellence Awards (AEEA) distribution...

Superbrands Pakistan declares Telenor as superbrand of the telecom industry....

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
Senior VP and Head of Groups Strategy at Telenor Group.

Karin
Head of Business Control

Fredrik
Head of sales

Rickard
Head of production

Stephen Bryant Head of technology

M. Arendals Chief financial officer

k. Morten Head of telenor European

Erik Spilling Head of digital service

Leadership

Jon Fredrik Baksaas President and Chief Executive Officer (CEO)

Appointed: 21 June 2002 Background: 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 Groups 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 the growth 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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Continuous Process Improvement

Telenors 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)

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CONT
Training & Development.
As a result of trainings, Telenor captures 22% of total market in Pakistan.

PDSA cycle
They 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.
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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

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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
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Employee

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Achieving a Motivated Work Force

Facilities: For the employees like: Pick and drop DSL facility at home 50 % free. Medical Facility to employee Paid Vacations Mobile phone Wall of fame (picture of department employees on wall) Cash Awards Empowerment allowed up to some level. Top level management must be informed.

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Recognition and Reward

When 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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