TABLE OF CONTENTS

Chapter Page

Table of Contents ..................................................................................................... 1

Telenor Pakistan (Introduction) .............................................................................. 2

History ...................................................................................................................... 3

Hierarchy Diagram of Telenor Pakistan.................................................................. 4

Seven Layers Communication Hierarchy ............................................................... 5

Organizational Culture............................................................................................. 6

Policies of Telenor ................................................................................................... 7

Policies for Employees ...........................................................................................10

Telenor’s Code Of Conduct ....................................................................................13

Evaluation................................................................................................................22

Conclusion ..............................................................................................................22

Recommendations ..................................................................................................23

REFRENCES OR BIBLIOGRAPHY .........................................................................24

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 TELENOR PAKISTAN

Introduction:

Telenor is emerging as one of the fastest growing service providers of mobile communications
services worldwide. Telenor is also the largest service provider of TV services in the Nordic
region. Telenor is organized into three business areas; Mobile operations covering 12 countries,
and Fixed-line and Broadcast services covering the Nordic region.

They have More than 129 million mobile subscriptions worldwide.

Strong position in the growing Scandinavian market for broadband services.
Largest provider of television and broadcast services in the Nordic region.
Revenues: NOK 91.1 billion.
Workforce: 33,500.
Listed in Oslo Stock Exchange.

Vision
Our vision1 is simple: We're here to help. We exist to help our customers get the full benefit of
communications services in their daily lives. The key to achieving this vision is a mindset where
every one of us works together: Making it easy to buy and use our services. Deliver on our
promises. Inspire people to find new ways. We believe in four core values2

Make it Easy for people.

Keep Promises.
Be Inspiring.
Be Respectful.

1
A picture of a company in the future but it’s so much more than that. Your vision statement is your inspiration.
2
Operating philosophy or principles that guide an organization’s internal conduct as well as it’s relationship with the
external word.
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 History
For over 150 years, telecommunications has played a vital part in the development of
modern society. As the present provider, Telenor has been the driving force in the
development of a highly difficult home market and is now one of the largest mobile
operators worldwide

Journeys of Logo:

Telenor in Pakistan

Launch:
Telenor get the License for providing GSM services in Pakistan in April 2004. Firstly they
launched their services in selected 15 cities after 1 month they expand their business in
other cities also.
The official opening of Telenor cellular company was held in Islamabad with the
President of Pakistan General Pervez Musharraf as the guest of honor and a Telenor
delegation3 headed by CEO Telenor Jon Fredrik Baksaas along with CEO Telenor
Pakistan Tore Johnson. The inauguration call was made by President Pervez Musharraf
to the Prime Minister of Norway.

3
The assignment to others of the authority for particular functions, tasks and decisions
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 Hierarchy Diagram of Telenor Pakistan

CEO
Executive Vice
Vice President President
Strategy Corporate &
Regulatory Affairs

Regulatory &
Legal Affairs
Interconnect

Vice President Public & Corporate

Human Capital Government Communicatio
Division Affairs ns

Safety and
People
Excellence &
Security
Business
Process
Improvement

Organizational
Support Services

Chief Technical Chief Marketing

Chief Finance Officer/ Chief Information Officer Vice Officer Vice
Vice President Finance Officer Vice President President
Division President IT Division Technical Division Commercial Division

Business Business Network

Sales &
Planning & Accounts Support Planning &
Distribution
Finance System Design

Treasury and
IT Operations Implementation Marketing
Procurement Financial
Operations

Revenue Operations & Customer

Assurance & Audit and IT Security
Maintenance Relations
Fraud Internal Control
Management
Real Estate & Segments &
Site Acquisition Pricing
Credit Control

Products &
Platforms

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 Seven Layers Communication hierarchy

CEO

Vice Presidents

Directors

Managers

Assistant Managers

Executives

Officers

Seven layers do not concerns in Communication or motivation problems due to the open
culture. There is no example of de-motivation even if in certain areas like Customer Relationship
Department or Customer Service Centre different customer inquiries and complaints can raise
frustration levels. Managers in these departments interfere to solve problems.

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 Organizational Culture

As far as Telenor internal culture is considered the employees are really very satisfied with the
Telenor’s norms and values. It is one of the major reasons that the turn over rate of this
organization is very low. By conducting the survey of the sales employees in Telenor, we come
to know that 90% of the employees of Telenor took the Training most effective. The major
aspects of Telenor’s culture which supports the its objectives are

It owned a flat structure so the communication among employees is very good.

Hierarchy of the organization is well managed and there exist no fear between
subordinate and boss which give rise to the confidence in employees.

There is a vertical communication as well as horizontal communication exists among the

employees of Telenor which supports its objectives of being EEO organization.

Training is the necessary components for all the employees from CSR (customer
services representative) to CEO (chief Executive officer)

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 Policies of Telenor

Corporate Social Responsibility (CSR):

Telenor Pakistan acts responsibly and respectfully towards the people and authorities in
different societies and aims to contribute to social and economic development in the local
market. This is the essence of our commitment to Corporate Responsibility.

We take seriously the social, ethical and environmental impact of our products and services. We
place emphasis on making sure that the communities in which we operate see Telenor
Pakistan's as a good citizen with genuine ambitions to contribute to social and economic
development. We give our employees reasons to be proud of the way Telenor Pakistan's
demonstrates Corporate Responsibility.

Emergency Response Program:

In order to respond immediately and effectively to emergencies/disasters, which may occur in

Pakistan, Telenor Pakistan has launched an Emergency Response Program. Regional Go-
Teams (consisting of Telenor Pakistan employees) have been trained to extend support and
timely intervention if and when needed, free of cost. The type of emergencies that these Go-
Teams will respond to include all natural disasters, such as earthquakes, floods, air/rail/road
accidents etc.

Especially trained Go-Teams:

move into the affected area

align with emergency teams on site
set up an alternate mode of communication
arrange to provide high-energy food items
medication
blood donations (when required)

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Community Support:

Dua Foundation:

DUA aims at providing support to a hundred earthquake orphans...

Telecom Features:

Telenor Pakistan launched Telecom Futures in collaboration with Nokia, Siemens, and
TEVTA (Technical Education & Vocational Training Authority)

Apna PCO:

Apna PCO, a unique community pilot project aims at bringing access to the most
disadvantaged rural communities in the country.

Naya Qadam:

Telenor Pakistan in collaboration with Disabled Welfare Association (DWA) -- one of the
country's foremost welfare organizations for the disabled – launched its Naya Qadam
project on 3rd December 2007.

Meri Helpline:

Our Corporate Responsibility unit launched 'Meri Helpline' emergency phone service in a
ceremony held in Karachi recently. The project aims to help street children by offering
the first of its kind emergency phone service where children in distress can call and seek
expert help.

Blood Donation:

Telenor Pakistan and the Pakistan Red Crescent Society (PRCS) launched Pakistan’s
first-ever mobile blood donor service, whereby donors with Telenor Pakistan’s mobile
connections will be able to register themselves in a blood donor database via SMS or
Web.

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Environmental Sustainability:

Environmental awareness:

Telenor Pakistan have a limited impact on the environment compared to other

industries of similar size. Nevertheless, we are still systematically working to
reduce our own environmental impact and working at rolling out our network with
a socially responsible approach.

Global Countdown:

Global Countdown (GC) was conceived by Telenor ASA with the aim of building
young people's communication and ICT know-how through an exciting role-play
game. Telenor Pakistan introduced Global Countdown as a part of their strategy
to reach out for schools and create awareness among students of their
environmental responsibilities.

Radiation Research:

Current research has not come up with anything to suggest that current mobile
phone systems affect people's health, but we still cannot rule out the possibility
that they might do so. Radiation from mobile systems has nothing to do with
radioactive radiation. In this context, radiation refers to the radio waves emitted
from mobile phones and mobile antennas.

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 Policies for Employees

Why Join Telenor:

Telenor offers exciting and challenging careers with competitive pay, excellent benefits and
exceptional advancement opportunities. We care about our employees and provide them with a
relaxed and enriching working environment. Our training and further education programs ensure
a high professional standard amongst our employees. We believe that a talented and loyal
workforce plays a crucial role in the organization’s ongoing business success. We strongly hope
that after joining Telenor you will become an enthusiastic and valuable member of our family.

Equal opportunities for all:

Telenor maintains a policy of non-discrimination towards all employees and applicants for
employment. All aspects of employment with Telenor are governed by merit, competence,
suitability and qualifications, and will not be influenced in any manner by gender, age, race,
color, religion, national origin or disability. Today, our workforce proves that; with 18% women
working at all levels in the organization, both foreign and local educational backgrounds

Career Management Workshop:

The most important aspect of this workshop is the Student Excellence Program SEP conducted
by Telenor Pakistan's recruitment team. SEP is an extremely interactive session where the
recruitment team discusses in detail giving real life examples of 'do's and don'ts of CV writing
and interviews'. Mock interview is an integral aspect of this session and to date has received
very warm response from the audiences. Also this session is for all interested students
irrespective of their year of enrollment!

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Shaping the Professionals tomorrow:

Shaping the Professionals of Tomorrow will inform students, potential employees and potential
customers about the work culture at Telenor Pakistan, our career management workshops, our
internships program, and the diversity and dynamism of our work force. The show also focuses
on generic areas, such as career counseling to better prepare students for their future pursuits.

Telenor Pakistan Divide it’s program into Six Different categories.

Program 1:

The first program was on the much talked about working culture at Telenor
Pakistan.

Program 2:

The second program is on Stress Management at Telenor Pakistan.

Program 3:

3rd program is about Human Capital Development at Telenor Pakistan.

Program 4:

Career Counseling For Technical, IT and Commercial.

Program 5:

Training program as an equal opportunity for Employer.

Program 6:

the company’s Internship program, widely known as ‘Telenor Pakistan

Ambassador Program.

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On Campus Management Trainee:

Telenor Pakistan successfully launches its ‘On Campus Management Trainee Program’ Another
step towards developing the future human capital of Pakistan. This program has been specially
designed to depart corporate learning’s to the students while they continue with their studies. It
engages them for almost a year, during which they will be trained and evaluated by senior
professionals of Telenor Pakistan. The end result being confident and polished graduates, ready
to take challenges head on, of the competitive job market ahead of them

To become Telenor on Campus Management Trainee, the students have to go through

a series of rigorous short listing rounds before they are selected. Right now this program has
only been launched in Bahauddin Zakariya University Multan and is yet to be launched in other
universities of Pakistan.

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 Telenor Code of Conduct

1- General Guidelines:

Corporate Responsibility is about more than avoiding contravention of any law; they are about
how we behave towards each other and the outside world. Everybody associated with Telenor
Pakistan is responsible for following the rules and guidelines that build on Telenor Pakistan's
basic values and that form attitudes we can be proud of. At Telenor Pakistan, we want everyone
to be involved in this and help create a sound corporate culture based on satisfaction and
security.
Telenor Pakistan's guidelines for Corporate Responsibility apply to members of the board of
directors, managers and other employees of Telenor Pakistan as well as others acting on behalf
of Telenor Pakistan. It is the line managers' responsibility to make sure everybody is aware of,
and complies with, these guidelines. As a Telenor Pakistan employee, it is your duty to read and
follow the guidelines. Those who infringe Telenor Pakistan's rules and guidelines must be
prepared to face the consequences that are in line with the infringement's type and scope.

It is Telenor Pakistan's policy to comply with all applicable laws and governmental rules and
regulations. It is the personal responsibility of each to adhere to the standards and restrictions
imposed by those laws, rules and regulations, including those relating to accounting and
auditing matters.

Human Worth:

Telenor Pakistan supports the international human rights as outlined by the UN

declaration and conventions. No one shall in any way cause or contribute to the
violation or circumvention of human rights. We place great importance on
ensuring the compliance with employees' basic human rights as outlined in the
International Labor Organization’s core conventions

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 Working Environment:

Telenor Pakistan shall be a professional and positive workplace with an inclusive

working environment. Therefore, you shall behave with respect and integrity
towards anyone you come into contact with through your work. You shall help
create an environment free from any discrimination, be it due to religion, skin
color, gender, sexual orientation, age, nationality, race or disability and free from
bullying, harassment or similar. We do not tolerate any behavior that can be
perceived as degrading or threatening.

Health & The environment:

Telenor Pakistan shall be a pioneer in the field of health, safety and environment
so as to promote high levels of satisfaction and good health. You share a
responsibility for achieving this goal.

Loyalty, impartiality and conflict of interests:

Telenor Pakistan respects the individual employee's right to a private life and
private interests, but demands openness and loyalty to the group and the group's
interests. You shall not take actions or have interests that make it difficult to
perform your work objectively and effectively. Service to Telenor Pakistan should
never be subordinated to personal gain and advantage. Conflicts of interest
should, wherever possible, be avoided. You shall never take part in or attempt to
influence a decision or settlement if there is a conflict of interest or other
circumstances exist, which could give grounds to question one's impartiality.
Conflicts of interest could involve, but are not limited to, customers, suppliers,
contractors, present or prospective employees, competitors or outside business
activities. Anything that would present a conflict for you would likely also present
a conflict if it is related to a member of your family. Should a conflict of interest
arise you shall on your own initiative evaluate and notify your immediate superior
of your partiality or the conflict of interest.

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 Confidentiality:

Every employee in the group has a duty of confidentiality by law and written
agreement. You shall keep confidential all corporate and other matters that could
provide third parties unauthorized access to confidential information, and
exercise caution when discussing internal affairs so as to avoid being overheard
by unauthorized persons. The duty of confidentiality also applies after the
conclusion of employment or contractual relationship with Telenor Pakistan for as
long as the information is considered to be of a sensitive nature or in any other
way confidential.

Protection of personal data:

Telenor Pakistan's processing of Personal Data shall be subject to the care and
awareness which is required according to law and regulations and relevant for
information that might be sensitive, regardless whether the data refer to
customers, employees or others. Processing of personal data should be limited
to what is needed for operational purposes, efficient customer care, relevant
commercial activities and proper administration of human resources.

Intellectual property:

Intellectual property such as know-how, methodology, concepts and ideas are

important to Telenor Pakistan's success in the market. If you are involved with
the group's intellectual property you shall protect and administer it in the interest
of the group. You shall also respect the intellectual property rights of others and
seek to avoid contravention of such rights. Unless otherwise specified by law or
orders from public authorities, you shall not make corporate secrets or other
important information available to unauthorized persons before obtaining a
signed confidentiality agreement from each of those persons.

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 Property and assets:

Telenor Pakistan's property and assets, e.g. buildings and equipment, shall be
managed and safeguarded in an appropriate manner. You shall observe the
group's security requirements concerning access to and use of the group's
facilities, IT resources and access to electronic resources and documents. The
group's equipment and property may only be used for personal purposes if
agreed in connection with the employment or as a result of Telenor Pakistan's
rules and guidelines.

Nature and the environment:

Telenor Pakistan shall be a pioneer regarding environmental protection, by

minimizing environmental damage and by developing, promoting and utilizing
environmentally friendly technology. You shall bear in mind the environmental
effects work-related activities have on nature and the environment and shall
choose environmentally friendly solutions as far as this is possible.

Information that may affect the stock price:

As a publicly listed company, Telenor Pakistan is subject to strict rules

concerning the handling of non-public information that may affect the market
price of Telenor Pakistan shares and other financial instruments issued by
Telenor Pakistan. In this context, the deciding factor is how a normal investor
would have reacted to this information if it had been included in that investor's
decision making.
If you have such information about Telenor Pakistan, it is your responsibility to
prevent access to it by unauthorized persons and/or disclosure before it has
been received by the stock exchange and made available through the stock
exchange's information system, or before the information ceases to be sensitive.

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 If you have or receive information that may affect the stock price, you shall not
trade in the financial instrument/share before the information has been made
public or ceases to be sensitive. You must not provide such information to
anyone, directly or indirectly, except those who have a real need for the
information in order to perform their duties on behalf of Telenor Pakistan.
If you are in doubt as to whether you have quotation sensitive information or how
you should act, ask for advice from the Compliance Officer as soon as possible.

Information, communication and contact with the media:

All information from Telenor Pakistan shall be reliable and correct, and maintain
high professional and ethical standards. All of those who, through their work, deal
with information are responsible for meeting these standards. Communication
with the media, the public and the financial markets shall take place in
accordance with established guidelines and routines and satisfy the regulations
and practice applicable to publicly listed companies.

Expertise and authority:

All decisions shall be made at the appropriate level in accordance with the
applicable regulations concerning authority. You may only obligate a company
vis-à-vis others if you hold such special authority, and you must at all times keep
within the limits of your authority

Accounting:

Telenor Pakistan's accounting shall ensure that all transactions are correctly
registered in accordance with Norwegian law and good accounting practice. You
shall follow the group's regulations concerning the registration of transactions
and proper documentation and you share a responsibility for ensuring that
business transactions are fully and correctly reported and documented, and in
accordance with applicable accounting practices. The annual accounts and
interim accounts shall be in accordance with the law, IFRS and good accounting
practice.

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 Reporting & Disclosure:

Telenor Pakistan's reporting shall in all material respects comply with applicable
laws and regulations and be full, fair, accurate, timely and understandable.
If you are involved in Telenor Pakistan's disclosure process you are required to
be familiar and comply with Telenor Pakistan's disclosure controls and
procedures and internal controls over financial reporting, to the extent relevant to
your responsibility, so that Telenor Pakistan's public reports and documents filed
with Oslo Børs and the US Securities and Exchange Commission (SEC) and
other public communications comply in all material respects with applicable laws
and regulations.

Internal control:

Telenor Pakistan shall have good internal controls that ensure that the group's
goals and strategies are fulfilled and complied with. Internal controls shall ensure
that the business processes are at all times efficient and carry an acceptable
level of risk, that physical and intangible assets are safeguarded and utilised, that
financial information is correct and timely, and that laws, regulations and
guidelines are followed. Internal controls are the responsibility of management,
but the individual employees also share this responsibility

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2- Relations with Customers, Suppliers, Competitors and Public authorities:

Customers shall be met with insight, respect and understanding. You shall always try to fulfil the
needs of the customer in the best possible manner, within the guidelines for Corporate
Responsibility that apply to the business. Customer's personal information shall be protected in
accordance with the relevant laws on protection of personal data.

Suppliers shall be treated impartially and justly. Suppliers in competition for contracts with
Telenor Pakistan shall at all times be able to trust Telenor Pakistan's selection processes. When
selecting suppliers you shall therefore follow the group's established guidelines and routines at
all times.

Telenor Pakistan's competitiveness in the market is based on good products and services at the
right price. You shall always meet the group's competitors in an honest and professional
manner.

Public authorities shall be met in an appropriate and open manner. Public information about the
Group shall only be supplied by Telenor Pakistan's management or by the person responsible
for public communications, unless otherwise agreed.

Competition:

Telenor Pakistan wants fair and open competition in all markets, both nationally
and internationally. Under no circumstances shall you cause or be part of any
breach of general or special competition regulations, such as illegal cooperation
on pricing, illegal market sharing or any other behavior that is in breach of
relevant competition laws.

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 Corruption and bribery:

Telenor Pakistan is firmly opposed to all forms of corruption. You shall never
offer or accept illegal or inappropriate monetary gifts or other remuneration in
order to achieve business or personal advantages for yourself or others. Nor
shall you use agreements with middlemen to channel payment to anyone in such
a way that may be interpreted as corruption.

Gifts and business courtesies:

You shall always exercise caution in relation to offering or accepting gifts and
business courtesies. You shall not accept gifts or other remuneration if there is
reason to believe that its purpose is to influence business decisions. If in doubt,
always consult your immediate superior.

Money laundering:

Telenor Pakistan is firmly opposed to all forms of money laundering and shall
take steps to prevent its financial transactions from being used by others to
launder money.

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3- Relations to Employees Private interests and Actions:

As an employee of Telenor Pakistan you shall not hold another position or carry out work for
others during working hours without prior express written permission from your superior.

Duty, positions and ownership of external businesses:

Engagements in external duties and positions are positive, but their scope or
type must not affect your working relationship with Telenor Pakistan or come into
conflict with Telenor Pakistan's business interests. Board duties, consultancy for
or ownership of customers', suppliers', joint-venture partners' or competitors'
businesses as well as duties and positions of a scope or nature that can affect
your working relationship with Telenor Pakistan shall be expressly agreed in
writing in advance by your immediate superior.

Political activity:

Telenor Pakistan does not give support to political parties, either in the form of
direct financial support or paid working time. Employees who take part in political
activities will be granted leave from their work in accordance with the law and any
agreements.

4- Reporting and Accountability:

Should you become aware of an infringement of Telenor Pakistan's rules and guidelines, you
should raise this issue with your immediate superior. If this is not possible you should report the
infringement directly to the Compliance Officer. Incidents may be reported confidentially to the
Compliance Officer if desired. Failure to do so is itself a breach of this Code.

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 Evaluation:

Telenor Pakistan is one of the best and well organized cellular company in Pakistan. While we
were Involved in making a project on their Ethical Policies, procedures, code of conducts etc we
examines their Actual strength is Empowerment. Their Employees are free to discuss anything
about the new innovations. Their Top to Bottom management is fully functional and aware
what’s going out there between the employees. They appreciate all the good ideas from
anywhere it came from.

Telenor’s employees strictly follow their policies & procedures. And respects the rules &
Regulations implied from the Organization. They know their limits in which they are ask to work.
Organization’s policies, code of conducts are fully functional and organized. Their hierarchy is
the Best Example of how the Whole management works like a team.

Conclusion

Telenor is the company which does such great innovation in short period and cover the most
area of Pakistan with its leading strategies. Telenor introduce a great number of services in
Pakistan which are cost effective and easily. Telenor use its advertising as a basic tool to make
itself prominent in a Pakistani mobile market as Telenor has high advertising cost rate. Telenor
has its competitors with it but it keeps doing good innovation to capture the market in Pakistan
and get success.

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 Recommendations

In Pakistan, Telenor has educated a good image not only in its employees but towards the
customers as well. On the whole the policies of the companies are employees friendly,
that’s why people love to work here, beside this life at Telenor is very active, one of the
important character of Telenor is to provide its employees the complete growth
opportunities which motivate and encourage the employees to be the part of this prestigious
organization. As far as our study is concerned we found its Ethical policies & procedures &
code of conduct much effective, but as the room for improvement is always there so, we will
recommend some of the important things which will definitely helpful for the Telenor

Make a check & Balance criteria in all the Departments

Evaluate the daily based employee performance
Motivate their employees by giving them Allowances
Yearly based Tours for regaining the focus in the job

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 BIBLIOGRAPHY

Head Office:

13-K, Moaiz Center, F-7 Markaz Islamabad.

WEBLOGRAPHY

www.Google.com
www.telenor.com.pk

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