Mobilink Infinity - Management Report

Management Report

Institute of Business Management 1

Management Report

MOBILINK INFINITY

Submitted to: Sir Hashim Zia Jafri Course Instructor

Principles of Management

Submitted by: Syed Abdul Basit Syed Yasir Uddin Shaikh Shahbaz Nauman Illahi Paras Lateef

December 13, 2009

Institute of Business Management

Management Report


ACKNOWLEDGEMENT

We are gratified to AALLLLAAHH, the most beneficial, who gave us the strength and will to overcome the

obstacles faced during the completion of this project.

Making a report of this stature could not be possible without the grace of AALLLLAAHH and continuous support

of parents, honorable teachers and respective industry professionals.

We feel exceptional warmth and gratitude in extending our appreciation for sincere and generous

guidance and patronage of the report to SSiirr.. HHaasshhiimm ZZiiaa JJaaffrrii,, our Course Instructor.

We are thankful to:

MMrr.. ZZaakkii UUssmmaannii,, Manager Consumer Sales, Broadband Business Unit (South Region) Mobilink who

provide us the important information about Mobilink Infinity. Also thankful to MMrrss.. NNiigghhaatt RRiizzvvii,, course

instructor of Business Communication for their help in resolving many of the issues throughout the

making of this report.

http://www.linkedin.com/companies/pakistan-mobile-communications-ltd

Management Report


LETTER OF AUTHORIZATION

December 11, 2009

Dear Readers

As a student of MBA – Telecom Management, our course instructor of Principles of

Management, Sir Hashim Zia Jafri authorized us to prepare a management report on

Mobilink Infinity. We were required to conduct the research on the selected topic, in

accordance with the acquired learning throughout the semester.

This report is conducted to analyze the management principles and practices in the organization,

how the business professionals formulate stategies and give some recommendations or

suggestions.

The report is required to be submitted on 13th December 2009.

Sincerely,

Syed Abdul Basit

Syed Yasir Uddin

Shaikh Shahbaz

Nauman Illahi

Paras Lateef

MBA (TCM)

Management Report


EXECUTIVE SUMMARY

The mobile industry of Pakistan has seen phenomenal growth in recent years. The total

broadband subscribers will be 1.5 million by 2010, and mobile industry being a part has seen

phenomenal growth ever since. Many analysts believe that Pakistan is one of the fastest growing

telecom markets in the world.

Currently there are three diverse companies making the broadband industry of Pakistan,

Mobilink Infinity being one of them. Other companies include Wateen, Wi-tribe, Qubeee.

Mobilink Infinity enjoys being the market competitor with a 16% market share as of July, 2008.

Pakistan Mobile Communications Limited (PMCL) launched its operations in August 1994,

under the brand name of Mobilink. Initially it was a joint venture between Motorola and the

Saif Group. Later on in April 2000, Orascom Telecom bought 38.6% stake in PMCL, later

increasing it to 68.69%. In April 2001, Orascom Telecom took over management control of the

company and as of December 31st, 2007, Orascom Telecom owns 100% of the share capital of

Mobilink. Mobilink by capturing the growing market have launched broadband services to

compete the telecom market by the name of Mobilink Infinity which is commercially launched in

June 2008.

Mobilink Infinity has commercially launched its WiMAX operations starting with Karachi. It

covers only one city is not what Orascom is famous for and they are personally not convinced

with their launch only in Karachi. The overall market share of Mobilink Infinity is 40%

according to PTA database.

Pakistan Mobile Communications Limited (PMCL) or Mobilink is currently headed by President

and CEO Rashid Khan. Mobilink’s headquarter is located in Islamabad and has eight different

departments. All major decisions regarding Mobilink are taken centrally in Islamabad. To assist

with the operations, operational departments are further located in all four regions, including

north, south and AJK.

Mobilink’s finances are as strong as its operations and customer base. For the year ended

December, 2007, the total profit after taxation was more than Rs 4bn. Furthermore Mobilink’s

fixed assets have shown a rise in 2007, so have the long term liabilities and shareholder equity.

Mobilink being the market leader is also able to attract the most talented professionals. Its

current employee force consists of more than 750 unique individual. Mobilink hiring takes place

through its website and is known for offering competitive packages to its employees.

Furthermore, it training and appraisal programs are an essential part of the HR department.

Lastly, I would say that Mobilink became the market leader by introducing new products and

services that took full advantage of new technologies over the years and I hope that it will tend to

do so in the coming future and provide stiff competition to any challenger that poses a threat to

its leadership in the market.

Management Report


Table of Contents ACKNOWLEDGEMENT........................................................................................................................... 2

LETTER OF AUTHORIZATION ............................................................................................................... 3

EXECUTIVE SUMMARY .......................................................................................................................... 4

1. INTRODUCTION ........................................................................................................................... 6

1.1 History ..................................................................................................................................... 6

1.2 About Mobilink Infinity ........................................................................................................... 6

1.3 Vision Statement ...................................................................................................................... 7

1.4 Mission Statement .................................................................................................................... 7

1.5 Mobilink Values....................................................................................................................... 7

1.6 Products and Services............................................................................................................... 8

1.7 Organization Hierarchy ............................................................................................................ 8

1.8 Management ............................................................................................................................ 8

1.9 SWOT Analysis ..................................................................................................................... 10

2. OPPORTUNITY & ISSUE ANALYSIS ........................................................................................ 12

2.1 Analyzing Opportunities ........................................................................................................ 12

2.1.1 Operation Analysis ............................................................................................................. 12

2.1.2 Marketing Analysis ............................................................................................................ 13

3. OBJECTIVES ............................................................................................................................... 14

3.1 Goal Formulation ................................................................................................................... 14

3.2 Planning Programs ................................................................................................................. 15

4. PROBLEMS .................................................................................................................................. 16

4.1 Nature of Issues ..................................................................................................................... 16

4.2 The current Practices, Policies and Procedures ....................................................................... 16

4.3 Understanding the Needs ........................................................................................................ 17

5. ACTION PROGRAMS ................................................................................................................. 18

5.1 Developing Strategies ............................................................................................................ 18

5.2 Action Plans ........................................................................................................................... 19

6. FINANCIAL PROJECTIONS ....................................................................................................... 20

6.1 Budget Plan............................................................................................................................ 20

6.2 Milestones.............................................................................................................................. 24

7. CONTROLLING ........................................................................................................................... 25

7.1 Feedback Mechanism ............................................................................................................. 25

7.2 Control Mechanism ................................................................................................................ 26

CONCLUSION ................................................................................................................................. 27

REFERENCES .................................................................................................................................. 28

APPENDIX ....................................................................................................................................... 29

Questionnaire: ....................................................................................................................... 29

Management Report


1. INTRODUCTION

1.1 History

Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in

1994, and has become the market leader both in terms of growth as well as subscriber

base in Pakistan Mobilink has 30 million subscribers, and growing. They pride

themselves on being the first cellular service provider to operate on a 100% digital GSM

technology in Pakistan that also provides state-of-the-art communication solutions to its

customers.

Mobilink Infinity - The next step in communications. Mobilink have launched its

broadband services in Karachi on June 2008 with the name of Mobilink Infinity. This is a

big day in the history of Mobilink – a step into providing cutting edge broadband services

for its customers and enabling the next cycle of growth and opportunities for Mobilink. In

a country with 165 million people, 12 million already access the Internet and only 128

thousand have access to broadband. Mobilink aim is to provide an affordable and

accessible broadband service for the masses as they have done with GSM.

1.2 About Mobilink Infinity

Mobilink Infinity is now a fully fledged operational business within Mobilink and will

provide high speed reliable internet connectivity along with access to a landline through

Voice over IP (VoIP).

Newest to the rank of life-changing innovative technologies is Mobilink Infinity, the

revolutionary next generation wireless broadband network. And it gives great joy to

welcome the customers to experience Mobilink’s evolution into a total

telecommunications solutions provider. This holds great prospects for all our valued

customers in terms of value-added services, Internet access, next generation

of telephony through Voice over IP and exciting cutting-edge services.

In addition to providing advanced voice communication services that enhance the lives of

millions of people, Mobilink also offer a host of value-added services to our valuable

customers. At the same time, Mobilink places high importance to its coverage, which is

why Mobilink covers 9,000+ cities and towns nationwide, as well as over 120 countries

through International Roaming service. In other words, we speak your language,

everywhere.

Management Report


1.3 Vision Statement

"To be the leading Telecommunication Services Provider in Pakistan by offering

innovative Communication solutions for our Customers while exceeding

Shareholder value & Employee Expectations".

1.4 Mission Statement

To satisfy all communication needs of the developing markets. It is their belief

that there is possible economic model to serve emerging markets while availing

reasonably priced quality. We are racing to serve the largest possible number of

customers, covering the most heavily populated countries in the world. We believe

that by positioning ourselves as the primary provider of communication services,

we are reshaping the future of the markets.

1.5 Mobilink Values

Total Customer Satisfaction

Customers are at the heart of our success. They have placed their trust and

confidence in us. In return, we strive to anticipate their needs and deliver service,

quality and value beyond their expectations.

Business Excellence

We strive for excellence in all that we do. We aspire to the highest standards and

raise the bar for ourselves everyday. This commitment to delivering world-class

quality translates into unmatched service and value for our customers and all

stakeholders.

Trust & Integrity

At Mobilink, we take pride in practicing the highest ethical standards in an open

and honest environment, and by honoring our commitments. We take personal

responsibility for our actions, and treat everyone fairly, and with trust and respect.

Respect for People

Our relationships drive our business. We respect and esteem our employees and

all stakeholders. We believe in teamwork, empowerment and honor.

Corporate Social Responsibility

As the market leader, we recognize and fulfill our responsibility towards our

country and the environment we operate in. We contribute to worthy causes and

are dedicated to the development and progress of the society.

Management Report


1.6 Products and Services

Mobilink Infinity has following products:

WiMAX

DSL

Microwave backhaul connection

Fiber Optic connectivity

1.7 Organization Hierarchy

1.8 Management

President and CEO

Rashid Khan

Chief Strategy Officer

Tariq Rashid

Vice President Human Resources, Administration & Security

Ali Raza Mehdi

Management Report


Vice President Marketing

Bilal Munir Sheikh

Vice President Customer Care

Irfan Akram

Vice President & Head of Broadband Business Division.

Mustafa Peracha

Vice President Corporate Affairs

Agha Qasim

Chief Technical Officer

Ramy Reyad Kamel

Vice President Sales

Jahanzeb Taj

Management Report


1.9 SWOT Analysis

Strength Weaknesses Opportunities Threats

Strengths

Firm strengths are its resources and capabilities that can be used as a basis for

developing a competitive advantage. Examples of such strengths include:

Complete infrastructure available

Strong brand image.

Reliable business division to support their customers.

Being the oldest international telecom company, Mobilink has captured

most of the potential customers by penetrating in the early stages of

market development. (Now 28million).

Covers whole and key areas of Karachi with broadband services.

Good marketing strategies

Joint ventures with well-known banks like MCB, Citibank for Mobilink

Banking, Mobilink Genie, etc.

Link Dot Net DSL service provider across 22 cities of Pakistan has now

amalgamated with Mobilink Infinity.

Weaknesses

The absence of certain may be viewed as a weakness. For example, each of the

following may be consider weakness.

High equipment cost

Due to less experience of WiMAX, the Engineering department of

Mobilink infinity is not that well competent as compared to its

competitors.

With first expanding customer based customer care facilities need to be

expended simultaneously for customer retention alongside switch capacity

networks coverage.

Mobilink Infinity is only covering Karachi market where as its

competitors have launched their services in many cities in Pakistan like

Wateen is covering 22 cities of Pakistan.

Management Report


Opportunities

The external environmental analysis may reveal certain new opportunities for

profit and growth. Some examples of such opportunities include:

Due to poor wired infrastructure, wireless has a lot of chance

Potential opportunity is there as telecommunication has become the need

of people all around the world.

The fourth expend its networks in the areas where other network have

been unable to reach.

To bring in more innovative services like Mobilink PCO, Mobile banking

lost /stolen phone information etc. this can be done by hiring fresh and

competitive staff.

To bring business opportunity in Mobilink infinity, they need strong

business marketing strategy.

Threats

Change in the internal environmental also may present threats to the firm.

Some examples of such threats include:

Increase in Rupee to dollar parity, unknown political scenario, worsening

security situation.

Biggest threats are the new competitors like Wi-tribe who recently entered

in telecom market of Pakistan.

Employees retention is also issue of concern for Mobilink infinity as most

of the employees get attracted by the more handsome salary paid by

recently happenings multi-nationals.

Loss of loyal customer can be one of the issues as they are moving toward

the less expenses package of competitors.

Management Report


2. OPPORTUNITY & ISSUE ANALYSIS

2.1 Analyzing Opportunities

2.1.1 Operation Analysis

Mobilink Infinity is headed by Vice President and Head of Broadband Division

Mustafa Peracha who reports directly to the CEO of Mobilink. Furthermore the

operations of Mobilink are divided into eight different departments, which are as

follows:

1. Human Resource

2. Administration and Security

3. Sales

4. Marketing

5. Customer Services

6. Corporate Affairs

7. Technical

8. Finance

Furthermore, these departments are further divided into sub departments to ease

operations within Mobilink Infinity. Also all major decisions are taken centrally,

in Karachi. These decisions for example include, the financing required by

Mobilink Infinity (local and foreign), decisions regarding import of goods etc.

Furthermore, to assist the operations of Mobilink infinity, which include more

than 500 franchises and 16 Customer Services Center’s, operational departments

are located in Karachi.

Subscribers and Market Share

Mobilink infinity have faced a challenge to make their market as already their

competitor was present and providing services in Pakistan, however with the

entrance of Mobilink in 2007 and later on by Wi-tribe, the competition in the

broadband sector is heating up. However the subscriber base Mobilink has

remained steady and growing as seen in the table below:

Table 1: Number of Mobilink Subscribers from 2008 to 20091

1 Provided by external

Year 2008 Nov-2009

Subscribers 6,000 20,000

Management Report


2.1.2 Marketing Analysis

In today’s modern business world, marketing plays an important role. Mobilink

Infinity has a number of competitors in the broadband industry; need to use their

marketing plan and strategies effectively to attract customer loyalty.

The marketing department at Mobilink Infinity anticipates and satisfies the

customer’s communication needs. This includes consumer behavior research and

translating this research into services and pricing plans. The Marketing team also

helps in identifying new business opportunities and develops plans to utilize those

profitably. It also designs and implements brand strategies and communication

plans.

The major ways in which Mobilink Infinity markets itself and its products are

through the following ways:

Electronic

Print

Management Report


3. OBJECTIVES

3.1 Goal Formulation

A Goal is a desired future state that the organization attempts to realize [1]

.

When formulating goals, the company should follow three levels of goal which

are strategic, tactical, and operational goals.

3.1.1 Strategic Goals:

Broad statements of where the organization wants to be in the future; pertain

to the organization as a whole rather than specific decisions/departments [1]

.

The strategic goal of Mobilink Infinity is:

“To become the largest broadband services provider in Pakistan.”

3.1.2 Tactical Goals:

Goals that define the outcomes that major divisions and departments must

achieve in order for the organization to reach its overall goals.

The middle management is responsible to take the broad strategic plan and

identify specific tactical action. For example, the task of the marketing

department is to make advertisement and create product promotions to

attract customers.

3.1.3 Operational Goals:

The specific results expected from departments, work groups and

individuals are the operational goals, like the duty of the sales manager to

make sure the sale of thousand customer premises equipment (CPE) per

month.

Effective Goals:

During goal formulation, the top management of Mobilink Infinity

considering the following characteristics to make the goals effective

Specific and measurable

Cover key result areas

Challenging but realistic

Define time period

Link to rewards

Management Report


3.2 Planning Programs

3.2.1 Planning Approach

The process of planning is changing. Traditionally, strategy and planning

has been the domain of top managers. However, in the learning

organization, top managers no longer control the planning process; everyone

becomes involved. In some organizations, planning is being taken out of the

executive boardroom and central planning department to become a part of

everyday work throughout the organization.

Basically, there are two approaches of planning, i.e. traditional and

modern. Most convention and one-man show organization follows

traditional approach in which a group of planning specialists who develop

plans for the organization as a whole and its major divisions and

departments, and typically report to the CEO. On the other hand, modern

approach supports decentralized planning, in which a group of planning

specialists assigned to major departments and divisions to help managers

develop their own strategic plans.

In Mobilink Infinity, top executives trust the managers at each business to

set their own goals, finding that they often set far more ambitious ones than

the top brass would expect.

3.2.2 Planning time horizons

Organization goals and plans are associated with specific time horizons.

The time horizons are long term, intermediate term and short term, as

illustrated in the diagram below. Long term planning includes strategic goals

& plans and may extent as far as five years into the future. Intermediate-

term planning includes tactical goals and has a time horizon of between one

and two years. Short term planning includes operational goals for specific

departments and individuals and has a time horizon of one year or less.

Mobilink Infinity set their long term plans as well as short term, which leads

towards effective accomplishment of goals on time.

Management Report


4. PROBLEMS

4.1 Nature of Issues

There are some issues related coverage and planning in some areas of Karachi.

Activation and security charges are high for new connection, due to this most of

the customers are not interested to buy CPE (Customer Premises Equipment) of

Mobilink Infinity.

The Voice over IP service is not up to the mark and usually there are

disconnection problems.

Limitations:

At this time, Mobilink Infinity services are available only in Karachi.

Main rival is WATEEN, currently providing WiMAX services to 22 cities which

is the main reason of Mobilink Infinity to lag behind.

4.2 The current Practices, Policies and Procedures

Differentiation Mobilink Infinity differentiates the market offering to create superior customer

value, once a company has chosen a desired position it must take strong strips to

deliver and target the customers. The company entire marketing program should

support the chosen positioning strategy. Mobilink has differentiation its products

by doing different activities as follows:

o Price affordability.

o Hire famous personalities for commercials.

Positioning

Positioning is arranging for a product to occupy a clear unique and desirable place

relative to competing products in the minds of target consumers. The company

can offer greater customer value either by charging lower prices than competitor

or by offering more benefits to justify higher prices but if the company promises

greater value it must then deliver it. Thus, effective positioning begins with

differentiation. Whenever anyone heard the word “Infinity”, they quickly evaluate

that it is Mobilink. So, Mobilink has very strong positioning in customer minds.

Another example is JAZZ and INDIGO.

Management Report


Promotions

Promotion means activities that communicate the merits of the product and

persuade target customer to buy it. As we know Mobilink spends millions of

amount each year on advertising through TV channels, news papers, bill boards,

brushers and so on to tell the consumers about the company and its products,

Mobilink hire top models and popular people like Film stars, Music bands,

Sponsored award shows.

Advertising

Highly creative people in the marketing department.

Billboards, TV commercials, bring famous personalities of media to promote their

packages.

4.3 Understanding the Needs

If Mobilink Infinity wants to increase their growth, they should follow low tariff

strategy to reach more customers and increase their market share.

Should improve the signal strength and VoIP services.

Should extend their broadband services around Pakistan.

Offer gaming services to the customers.

Management Report


5. ACTION PROGRAMS

5.1 Developing Strategies

i. Grand Strategy

The general plan of major actions by which an organization intends to achieve

its long term goals.

The growth of any company depends on:

Quality of service

Cost effective solutions

Marketing strategy

Value creation to the customers

Mobilink Infinity practically follows all these contents to increase sales

growth and provide effective resources to the sales team in order to work with

full dedication towards the company goal. Mobilink Infinity achieves

remarkable growth in this year by acquiring 20,000 customers as last year

there were 6000 customers.

ii. Purpose of Strategy:

Core Competency

Mobilink Infinity is providing internet solution to their customer where DSL

wire cannot reach and provide mobility to customers for accessing broadband

services.

Synergy

Mobilink Infinity wants to attain a special advantage to cost, market power,

technology or management skills, that are why they synergize their expertise

with Link Dot Net. The reason behind this synergism is that Link Dot Net has

their DSL coverage in 22 cities around Pakistan.

Value Creation

Exploiting core competences and attaining synergy help organizations create

value for their customers. Value can be defined as the combination of benefits

received and cost paid by the customer [3]

. For example, in Mobilink Infinity

the sales person is so devoted to his job that if he is suppose to visit the

customer for resolving the problem on EID day he will definitely go by any

means to resolve customer problems.

Management Report


5.2 Action Plans

i. Leadership:

Leadership is the ability to influence organization members to adopt the

behavior needed for strategy implementation.

Every manager in Mobilink Infinity used to motivate theirs sub-ordinates and

use their persuasive skills accordingly. Similarly, they give value to corporate

and culture environment.

ii. Structural Design:

In Mobilink Infinity, the managers of various departments like Sales Manager,

Finance Manager, etc. are being assigned with their responsibilities and

degree of authority by the upper management.

Management Report


6. FINANCIAL PROJECTIONS

6.1 Budget Plan

What is a budget?

A budget is a document that translates plans into money that will need to be

spent to get your planned activities done (expenditure) and to cover the costs of

getting the work done (income). It is an estimate, or informed guess, about what

you will need in monetary terms to do your work.

Before develop the budget:

Something you should not do when you are developing a budget is making it up

as you go along”. As with most good practice in managing an organization,

good practice in budgeting involves clarity of purpose, detailed planning and

considerable thought.

Among the questions one should be asking you throughout the preparatory

budgeting stages and while developing the budget, are:

Could we have spent less last year and still achieved the same results, or better?

Have we wasted money in the past? If so, can we avoid doing so in the future?

Mobilink Infinity Budget Plan:

As all information regarding budget of Mobilink Infinity in facts and figures is

confidential, but they have described some information. Like,

o Who should be involved in budgeting

o The Operational Plans

o Estimating Costs

o Sources of Finance

i. Who involves in Budgeting?

Following are the personals involved in budgeting:

o Finance Manager

o Project Manager

o Director of the Organization

ii. The Operational Plans:

Operational plans are the plans for the actual work. They are also called

action plans or business plans. In a normal planning cycle, the

organization or project will begin with a strategic planning process.

Management Report


Here, they look at the problem that needs to be addressed and the Specific

role of organization or project in addressing it. This then is related to what

actual activities need to be undertaken to achieve the planned impact. This

is the operational plan and it is needs to be “costed.”

The operational planning cycle look something like this:

Management Report


iii. Estimating Costs:

The cost estimate helps to determine realistically what it will cost to implement operational plan.

It helps to develop an accurate budget

It helps to monitor and control the actual costs of carrying out activities

Estimate costs include four categories

Operational Cost:

The direct costs of doing the work e.g. the cost of hiring a venue, or of printing a publication, or

of travelling to the sites where fieldwork needs to take place.

Organizational Cost:

The costs of your organizational base, including management, administration, governance.

Staffing Cost:

These are the costs for core staff – the people involved in management, the people doing work

that cuts across projects. (These costs can be included as a category under “organizational

costs”.) These costs include their salaries and any benefits such as medical aid or pension fund

payments for which the organization is responsible.

Capital Cost:

These are costs for large “investments” which, while they may be necessary because of a project

or projects, will remain organizational assets even after the projects are over. Vehicles and

equipment such as computers and photocopiers fit here.

Frameworks for Estimating Costs:

As it has been written above that all information related to Mobilink’s budget is

confidential so, we are unable to calculate exact cost and measure values related to

budget, but estimating operational costs chart and organization cost chart through which

they calculate and measure values is given below.

Estimating Operational Costs:

Depending on the needs of organization or project, headings may be a bit different. This

should give some guidelines.

Estimating Operational Costs

Activity:

Unit cost Quantity Total cost of item

Materials

Equipment

Services

Transport

The unit cost is the cost of a single item, or one unit.

E.g. Cost per day, per kilometer, per person.

This is the number of units (how many) you will need for the activity. e.g. 200 training packs, 130 days of trainers’ time.

Multiply the total number of units by the unit cost.

Total cost for Activity

The sum of all the individual costs

Management Report


Estimating Organizational Cost:

Once done estimates, they may decide to assign a percentage of the various items to

specific departments or projects. This is acceptable practice.

2008 2009 Management: Salaries/benefits: Donor liaison: Governance liaison: Public relations: Fundraising: Human resourcing:

Administration: Salaries/benefits: Equipment: Software: Stationery:

Governance and organizational development: Board meetings: Organizational processes: Resource centre:

Overheads: Office rental: Electricity and water: Insurance: Maintenance: Legal fees and audit fees:

Annual totals: Total:

iv. Sources of finance:

This will depend on usual, or planned, sources of income generation. Some possible

broad categories are:

Income generated from sales

Income generated from services

Subscriptions

Special events

Campaigns

Management Report


6.2 Milestones

Mobilink Infinity target is to approach the counter level of their services as a

Broadband & Carrier Division similarly as the Mobilink GSM stands currently.

They has acquire more than 40% of the market share pertaining ultimate users

more than 20,000 comparatively to the preceding year which was forecast with

the 6000 users to their own confined measures. They are launching and

conducting surveys for the expansion of their services in major cities of Pakistan

which is the imperative goal to achieve as massive potential market

Management Report


7. CONTROLLING

7.1 Feedback Mechanism

Feedback is the theme which shows basic and very common standards of the

company’s consciousness for their ultimate users. Mobilink Infinity where adorn

the charm of their goodwill with prompt customer services which plays the vital

role to keep their customers retained and satisfied with all aspects. Particularly,

Mobilink as a tycoon of Telecom Networks and high cost application user, spread

the extracted part of intellect application to the users by means of facilitate them

with concept of obsolete hassle of providing feed back over the call. Redirection

pages helps support the users to being updated and provide feedback over their

desktop and operating machines which is quiet user friendly sort of pop ups to

facilitate the customer online. For instance a pop comes up the screen when the

billing due date is close just to intimate the customer to avoid any delay which

may cause their Internet Accessibility forbid. Specialized technical team has

recruited with motive of best solution orientation to be provided online where

requested or sometimes visit customer premises to fix up their issues shortly.

Particular alias is being assigned where an individual can approach higher

management to share their issues online via emails.

Emphasize on the usage of comforts, most customers prefer independent services

from guided (physical) medium. In contrast, various companies opt wireless

services for the establishment of backup solution due to the merit of microwave

frequencies which is a license band and major clients prefers to be treated on top

priority, for this they strictly instructed to their technical and customer services

team to entertain customers for the purpose of counter productivity as in return

with warm & good feedbacks. Prospective future plan focuses on the Web Online

Support where the online officers will be seated to support their customers.

Management Report


7.2 Control Mechanism

Control Mechanism is entirely handed by Network operation control which is

mainly contributes its high esteem part of entire network set up. Let say if we talk

about a VPN network between two sites with collaboration and after successful

deployment of services Network operations carries all the responsibilities to

control the flow of bandwidth, control of Internet traffic and to open the tunnel

from both sites. Similarly all sorts of redirections & other technical intimation

indeed control and manage by NOC (Network Operation Center) with different

applications.

As NOC also comes under I.T departments simultaneously with collaboration of

billing department. The I.T (NOC) & Technical Support Centre is responsible for

managing and handling customer’s feedback or support.

Management Report


CONCLUSION

Mobilink Infinity has seen phenomenal growth over the year, showing growth rate 3times

as compared to 2008. This growth is not new to the industry, as other business units of

Mobilink have shown substantial growth as well last year. This growth is a direct result

of the increased competition in the broadband industry, resulting into better services at

reduced rate. Furthermore, this has favorably affected our economy as a whole,

generating revenues for the government, through direct and indirect taxation and creating

employment opportunities for the people. The mobile & broadband industry of Pakistan

is considered by a majority of prospective employees as the best industry for a job.

Although the mobile & broadband industry has seen substantial growth over the years,

many observers feel that the industry may become saturated and will show lower growth

rates as a result of increased taxation and the general economic conditions of Pakistan.

Although the concerns may be valid to some extent, but with PTA, introducing the 3G

platform (which is the vital threat to all WiMAX operator) in the coming years and a

major part of our population still without mobile connectivity, especially in distant

villages, there is still optimism that the telecom industry will not become saturated and

there is still place for competition in the industry.

Management Report


REFERENCES

[1]. Richard L. Daft and Danny Samson,, Organizational Planning & Goal Setting, Chapter 7,

MMaannaaggeemmeenntt,, Pacific Rim Edition, 2003.

[2]. Richard L. Daft and Danny Samson,, Strategy Formulation & Implementation, Chapter 8,

MMaannaaggeemmeenntt,, Pacific Rim Edition, 2003.

Websites:

www.mobilinkinfinity.com

www.mobilinkgsm.com

www.orascom.com

http://www.mobilinkinfinity.com/

http://www.mobilinkgsm.com/

http://www.orascom.com/

Management Report


APPENDIX

Questionnaire:

What are the objectives of Mobilink Infinity?

What is the mission and vision statement of Mobilink Infinity?

Please provide the workflow diagram of Mobilink Infinity (including names and

designation of top-level management).

What are the products and services of Mobilink Infinity?

How many customers entertained by Mobilink Infinity?

What are the Strengths, Weaknesses, Opportunities and Threats?

What are the strategic, tactical and operational goals?

What is the planning strategy of your Business Unit? (Centralized/Decentralized)

What are the action plans?

What are the strategies to compete with other companies?

What are the current practices?

What are the policies and standard operating procedures?

How many sites deployed in Karachi? And what are the plans for other cities?

What is your market share and growth rate? (In terms of percentage)

How much budget allocate to Mobilink Infinity by Mobilink? (If it is confidential, then

please express in percentage)

When you prefer to buying products on installments? If yes, then what is your preference

to buying from?

Which vendor do you prefer for setup?

What are the feedbacks and control mechanism?

Being a manager, do you believe in Workplace diversity? If yes, then please share any

success story related it.

Does the HR department facilitate the employers?

Being a manager, do you believe in outsourcing?

Documents

Mobilink Infinity - Management Report