GROUP MEMBERS

Zia Khan
SUFYAN MAHMOOD JAMAL
MuhammadAneeb
SALMA FIDA
SHAKEEL AHMED

ROAD MAP
Introduction
Product
Positioning and Promotion Analysis
Service Distribution Network
Pricing and Revenue Management Strategies
Service Blueprint and Script
Service Attributes
Problems faced by the Organization due to Customers
Conclusion
Recommendations
References

INTRODUCTION
Telenor Pakistan is one such telecommunication service
provider - fully owned by the Telenor Group, which is an
international service provider of high quality data, voice,
content and communication services operating in 13
countries across Asia and Europe.
It has around one hundred and eighty (180) million
subscribers/users worldwide. Making it one of the largest
mobile operators in the world.
The Telenor employs a workforce of approximately 33,000
people in the world.

CONTD
Telenor has a subscriber base of over 36million (3.6 Crore)
in Pakistan, making it the second largest mobile operator
in the country. Telenor had acquired the GSM license in
2004 and began its commercial operations in Pakistan on
15th March, 2005. Michael Patrick Foley is the CEO of
Telenor Pakistan.
Telenor Pakistan has a network of over 200,000 retailers,
franchises and sales & service centre's, thus providing
means of livelihood to thousands of Pakistanis.

PRODUCT

Telenor offers the following core and supplementary services to its

customers:
Core Services:
The core elements for every telecommunication service provider is
same i.e. to provide basic and fundamental telecommunication
services to customers.
Supplementary Services:

High Quality Voice:

HD voice calling feature
3G Connectivity:
Exceptional 3G internet connectivity
Prepaid & postpaid:
Djuice, Talk Shawk, Persona postpaid
Mobile Fun Services: Mobile sports and Mobile music
Mobile Financial Services: Tameer Microfinance Bank and Easy Paisa

POSITIONING ANALYSIS

PROMOTIONAL STRATEGIES
Promotion strategy consists of planning, implementing, and
controlling communications from an organization to its
customers and other target audience. Telenor uses different
types of modes for promotion of their products/services in
Pakistan.
Telenor is achieving following objectives
throughpromotion strategy.
Gaining more market share
Getting more customers
Building their image
Customer retention

Methods used by Telenor for

Promotion
Telenor uses following componentsof
promotionstrategy.
Prepaid advertising:
energetic

Focus on youngsters, attractive and

Postpaid advertising: Sophisticated for elite and business

class
Sales promotion:
Publicity:
news

Trade shows, Contests and Concerts

Traffic sign boards, house name plates,

paper social ads about diseases

SAMPLE ADVERTISEMENT
Pull strategy is being used here by
persuading customers to turn on
their connections to get extra
minutes, sms and internet bucket

Telenor is using push strategy here

by attracting new customers to buy
their connection as Telenor is
providing extra minutes and sms on
purchase of new sim

SERVICE DISTRIBUTION METHOD

Telenor is the second biggest GSM cellular network supplier and the
second biggest network in Pakistan. Even though Telenor came to
Pakistan after Ufone has the highest share and this is a result of its
extension in areas where Ufone did not reach at first.
Telenor extended itself to the rural areas and captured an immense
sector of Pakistan's market. Due to its broad network service,
Telenor has to keep its distribution in stream and in order to
accomplish this, Telenor has a wide distribution.
The availability of Telenor is everywhere which incorporates
Franchises, Retailers and Sales and Services centers.
Telenor has more than 60000 SIM distribution agents, 125000
Scratch card agents, 110,000 easy load top-up. Managing so many
retailers and franchises has always been a problem for network
providers.

PRICING & REVENUE STRATEGIES

The major element to be kept in mind is the analysis of
competitors strategy towards pricing and by keeping a
knowledge of that Telenor adopts different approaches to
determine their prices which are as follows:
Cost oriented approaches
Competition oriented approaches
Demand oriented approaches

Telenor is using cost reduction strategy to compete with

market. Because people are price sensitive so thats why
they lower the prices of their product.

SERVICE BLUEPRINT & SCRIPT

 Front stage operations:

High contact in nature, customers visit retail

center and franchises they communicate directly with the front desk staff.
Billing payment is also done at the front desk of office

Back stage operations:

this part of service is behind doors and is low

contact in natures it
consists of their departments such as finance,
marketing, HR etc. customers dont have access to them because these
departments
work behind doors for organizations success

Support Process:

Telenor support activates are their website and

customer call center which is 24/7 available. These activities are not visible
to customers but they get support from them when needed

Service Script: The principal aim is to establish a corporate shared

understanding of what service design is in a Telenor context, including the
means for driving customer centric transformations
and differentiations in
the market place, and to take the customer
experience further in the daily
operations.

CUSTOMER SATISFACTION
Customer satisfaction, like any other aspect of a business, is a
practiced art that takes time and effort to develop.
The levels are as follow:
Level 1 - Meet your client's expectations
Level 2 - Exceed your client's expectations
Level 3 - Partner with your client's goals and objectives
Level 4 - Be up-to-date with technology infrastructure
Level 5 - Win over the business user on a personal level

Service Attributes
Reliability:
Important attribute in the eyes of a customer
Availability:
It is the recovery time when the service goes down
Security:
Privacy being protected by the service provider
Quality of Service:
Controlling and managing of QOS for customers

SERVICE ATTRIBUTES
SMS Delivery Time

Quality of Service

Signal Strength

PROBLEM FACED BY THE

ORGANIZATION
Challenges faced by the Service Industry:
Some of these problems are as follow:
Services Are Intangible:
of service

Buyers are uncertain about the quality

Service Quality Management:

Customer satisfaction of the service

Bad word of mouth

customer
Develop Trust:
service/product

A bad experience with

Customers faith when he buys

Faces Competition:

Keeping customers loyal to Telenor

Service Deliverers:
resource

Marketing operations and human

Staff Passion and Financial Success:

More revenue Generation

Constant Challenge Communicating:

Testing new services

CONCLUSION
Telenor has organic and functional structure with an exceedingly
decision making structure.
Telenor has adopted opted for formal procedures and rules
whereas some of the work is being done casually among
departments due to their informal business nature.
The major success factor of Telenor is differentiation.

RECOMMENDATIONS
Telenor has functional structure with well-defined departments,
after viewing the functioning of the organization it may be
suggested that the organization should opt for hybrid structure
between the elements of functional and horizontal structures.
Horizontal model offered the best chance to gain a faster, more
efficient approach to customer service.
The organic structure is being used in the Telenor Pakistan but
organization is need to move to the mechanistic structure for the
better control of the employees, for the better use of rules,
policies and procedures.

Brand Ambassadors
Amanat Ali and
Annie

Sohai Ali
Abro

Mehwish
Hayat
Ahsan Khan

REFRENCES
https://en.wikipedia.org/wiki/Telenor_Pakistan
http://www.pta.gov.pk/index.php?option=com_content&task=view&id=2209&Itemid=745
https://www.telenor.com.pk/about/corporate-social-responsibility
http://tribune.com.pk/story/661206/contented-telenor-group-satisfied-with-pakistan-operations/
http://www.pakreviews.com/telenor-1
http://www.slideshare.net/SairaSharif1/marketing-project-on-telenor
http://phoneworld.com.pk/telecom-industry-2015-update-telenor-and-zong-leading-the-market/
http://www.techjuice.pk/pakistan-mobile-network-industry/
http://www.pakreviews.com/telenor-1#sthash.Q7gC5kTy.dpuf
http://infolevels.com/market-share-analysis-of-pakistans-telecom-sector/
http://www.pta.gov.pk/index.php?option=com_content&task=view&id=269&Itemid=658
file:///C:/Users/fcslab/Downloads/Telenor-Warid-Zong-Ufone-Secrets%20Revealed.pdf
https://www.scribd.com/doc/14651233/Telenor-Company-Analysis
http://www.techjuice.pk/pakistan-mobile-network-industry/
http://phoneworld.com.pk/telecom-industry-2015-update-telenor-and-zong-leading-the-market/
https://www.telenor.me/en/About-Telenor/Company/
http://www.bindeleddet.ntnu.no/student/stillingdetaljer.asp?id=2973
https://www.scribd.com/doc/19445623/Telenor-Project
https://www.telenor.com.pk/about/about-telenor-pakistan/vision-mission-values