Professional Documents
Culture Documents
When a person does something, there must be an inspiration behind doing work.
Especially I dedicate my work to my Parents from whom I have received inspiration and
boost for doing this important work. In addition, I dedicate my work to my teachers they
guide me and show their confidence in me and realizes me that I am very capable of
doing this work. I dedicate my work to all my friends and Moblink Jazz colleagues who
really help me to perform the work. May Allah bless them..
ACKNOWLEDGEMENT
By the Grace of Almighty Allah, the most Merciful, the most Beneficial, I'm today
submitting my internship report; I have the pearls of my eyes to admire the blessings of
the compassionate, omnipotent, the Merciful and the beneficent Allah who is the entire
source of knowledge and wisdom.
It would obviously be injustice not to mention the name of the people involved to make
this assignment possible and helped their utmost to make me understand the overall
operation of the company as of their best knowledge.
Despite of the most hectic schedule, Miss Ayesha Alam helped me so much. I'm really
grateful to maam for clarifying my concepts and making me learn from her experience.
Whatever I learnt from you will definitely help me in my upcoming study and the
professional life ahead. Thank you so much for being so co-operative and so helpful every
time. I hope maam I have been up to your expectations.
In the end, I'll like to thank all my other colleagues, and all my other fellow internees in
branch, for their unconditional support and help in making I learn in a good environment.
EXECUTIVE SUMMARY
Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan
by MOTOROLA Inc., later it was sold to Orascom, an Egypt-based multi-national
company. 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. Attracting customers is a tough job and that
is why the marketing department of Mobilink develops a number of marketing campaigns
to attract customers.
Furthermore it also takes the help of a leading advertising agency of Pakistan and uses
brand ambassadors from various walks of life to promote its products and services. The
mobile industry provides three major product lines, which include the consumer
packages, value added services and corporate packages. The consumer packages
include the postpaid and prepaid packages; the value added services provide
entertainment, information and a lot more to their subscriber, while the corporate
packages have been introduced to cater to the needs of large businesses and corporate
clients. Customer complaints recording and other office related tasks, the main problem
that I identified during my internship period was the lack of information about the updated
packages. When a customer wants to know about a newly advertised package a staff
member simply hand over a brusher of that package.
Lastly I would say that Mobilink will become 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.
CHAPTER NO 1
INTRODUCTION
Mobilink
Mobilink is Pakistan‘s leading provider of voice and data services, bringing more people
together through service excellence and product innovation. With more than 38 million
subscribers, Mobilink maintains market leadership through cutting-edge, integrated
technology, the strongest brands and the largest portfolio of value added services in the
industry, a broadband carrier division providing next generation internet technology as
well as the country‘s largest network with over 9,000 cell sites making everyday a better
day for its customers.
Housing Pakistan‘s largest distribution and contact centre networks and an unparalleled
6,500 kilometers fiber optic backbone, Mobilink has already invested over US $3.9 billion
in the country to date, with another USD 1 billion being invested in network modernization.
Mobilink provides uninterrupted countrywide connectivity, unmatched customer services
and international roaming in over 140 countries.
History of Mobilink
Mobilink offers exclusively designed tariff plans that cater to the communication needs of
a diverse group of people, from individuals to businessmen to corporates and
multinationals. To achieve this objective, Mobilink offers both postpaid (Indigo) and
prepaid (JAZZ) solutions to its customers. Compared to its competitors, both the postpaid
(Indigo) and prepaid (JAZZ) brands are the largest brands of their kind in the Pakistan
cellular industry.
Over the last 18 years, Mobilink has set up one of the largest cellular networks in the
country. Currently, we are covering more than 20,000+ cities and towns. This has involved
an investment in the company of more than US$ 3.9 Billion. We have more than 8,500
cell sites and the number keeps growing at a rapid pace. We also have deployed around
6,500 km of optical cable across Pakistan.
Mission
Vision
To be the leading Telecommunication Services Provider in Pakistan by offering innovative
Communication solutions that make each day better for our customers while exceeding
Shareholder value & Employee Expectations.
Mobilink’s Values
Followings are the key major values that Mobilink possess through all over their
operations.
Be Passionate
We at Mobilink, are passionate about fulfilling & exceeding customer needs and enriching
their lives every day. 5
Be Professional
We take pride in practicing the highest ethical standards and take responsibility for our
actions.
We are committed to lead the market through innovations in new services, products, as
well as cutting edge technologies and solutions.
Achievements
CEO
Amir Ibrahim
Vice President
Agha Mohammad
Qasim
Sadia Ahmad
CHAPTER 2
BUSINESS PROCES ANAYLSIS
Marketing mix
It is the set of marketing tools a firm uses to pursue its marketing objectives. McCarthy
has classified these tools into four broad groups, called the four Ps of marketing:
Product
Price
Place
Promotion
Mobilink management understands the importance of the marketing mix and its decisions,
which must be made for influencing the trade channels as well as the final consumers.
The company prepares an offering mix of products, services, and prices, and utilizes a
communication mix of advertising, sales promotion, events, and experiences, public
relations, direct marketing, and personal selling to reach the trade channels and the target
customers.
As a popular brand there is a lot that is expected from the company and the management
strives hard to ensure that the promises are kept. Mobilink has been continuously
investing in network resources and improving its marketing mix so that its vast customer
base can be satisfied and expanded. The four Ps of Mobilink‘s marketing mix are
explained ahead in detail.
Mobilink Product
Mainly there are four product lines of Mobilink with each having separate target markets
and positioning.
Mobilink Indigo
Mobilink Jazz
Mobilink World
Parental Control Phone Disney D100
Mobilink Indigo
Mobilink re-launched its postpaid services on the 11th of May, 2004 under the brand
name, Indigo. Indigo ignited an evolution in the communication industry redefining 25 the
essence of the post-paid services in Pakistan. The brand delicately caters to the need of
its customers, symbolizing the vision of connecting the subscribers in every aspect of life.
Indigo says:
―In life you come across some exceptional people, who, like you, appreciate only the
finer things in life. When it comes to creating a bond and staying connected to them count
on Indigo for its unrivalled premium post – paid connectivity to get you through‖.
Indigo Offerings
Indigo
BlackBerry
Citi Mobilink Credit Card
Call& Control
Indigo Reward
Indigo Genie
Target Market
Indigo targets the upper business class that is not concerned with the cost but want
convenience, quality and a brand image that suits their personality. Who doesn‘t want fun
or music but want a brand that is ―Competent‖ and Indigo is well satisfying the desires
of its corporate customers. Introducing Blackberry connect through which businessmen
can take their office anywhere, share attachments etc. That is why Indigo customers are
loyal to the brand and hesitate to switch to other connections. It can be said that Indigo
enjoys the benefits of a monopoly in the corporate sector.
Mobilink Jazz
Jazz Offerings
Jazz Easy
Jazz Share
Jazz Load
Jazz Advance
Jazz Easy
Jazz Easy customers can enjoy calling at amazingly low call rates for Mobilink numbers,
they also benefit tremendously from the fabulous rates to call on any other network.
Jazz Share
An exciting new service targeting the Jazz family Members and allows them to share
balance anytime, anywhere.
Jazz Advance
Targets Jazz Family Members with Additional balance benefit to help them talk some
more!
Jazz Load
Mobilink World
Mobilink World is the Value Added Services Brand for Mobilink. These services are not
just fun, but also help its customers with their business needs. Whether it's a Bolo SMS
they want to send to a friend or a ring tone they want to download to customize their
phone with, Mobilink World has something special for them.
Mobilink World Offerings
Mobi Safe
Holy Sayings
Corporate SMS
Mobi Greetings
SMS Scheduler
SMS Game Time
Bolo SMS
Mobitunes
WAP Portal
Mobilink Edge
Mind Reader
CricVideo
International SMS Chat
Ring Tone Club
Pricing Strategies
Mobilink uses psychological pricing. They have set their target price on consumer
perception of the product value e.g. outgoing calls at any 3 Mobilink numbers cost
Rs.0.99/min. They haven‘t set the price exactly on Re.1 but have used psychological
pricing to attract customers. Mobilink is the only telecommunication network in Pakistan,
which has reached maturity and is the market leader. This is why, there prices are
somewhat higher than its competitors like PTCL Wireless and World Call Wireless (at
introduction), Warid (at growth) and Paktel (at decline). They made use of psychological
pricing also by offering free roaming facility during Hajj.
Mobilink is not using competitive pricing strategy because they are enjoying the market
leadership in Pakistan. At maturity, as different market segments are targeted the prices
must be offered in such a way that suits the targeted segments.
Mobilink is doing exactly the same. They have offered prepaid connections like Jazz
Octane, Jazz Budget and Jazz Ladies First, which can be afforded by the people not
having very high incomes. Though, the prices of these packages are relatively higher than
the prepaid packages of other telecommunication networks but still attractive. Jazz Ladies
First is a package designed especially for ladies through which they can shop, listen to
beauty tips and recipes at relatively lower rates. Jazz Octane offers SMS rates as low as
25 paisas/msg and late night option rates at Rs 1.50/min and many other facilities at
attractive rates. JazzBudget Package is an economical way to talk to any Mobilink number
in Pakistan. It has announced another ground breaking first of its kind offer with the re-
launch of Jazz Budget. The package has been launched with a fresh look and tariffs
tailored specifically for the masses.
One of the key highlights of this package is the ‘Happy Hour‘, which is bound to hit a
chord with the nation, and has been developed keeping the communication needs of the
Pakistani people in mind. Keeping in view the fact that Mobilink customers make 7 out of
every 10 calls to a Mobilink number, the new package is specifically customized to offer
customers the lowest rates to call the largest mobile network in Pakistan.
Mobilink is also offering postpaid connections with the name of Mobilink Indigo, popular
within the business class. In this way, Mobilink is earning maximum profits by enabling
people from different target segments to become a part of the largest cellular network in
Pakistan. Jazz customers can now call US and a number of other Zone 1 destinations on
Jazz local outgoing rate!
Mobilink is also offering "Zabardast GPRS Offer" which allows Mobilink customers to use
GPRS just for RS.100/year.
Mobilink Placing
Marketing Network
During the last 13 years, Mobilink has set up one of the largest cellular networks in the
country. Currently, Mobilink is covering more than 5000+ cities and towns. This has
involved an investment in the company of more than US$ 1 Billion. Mobilink have 50
Switches and more than 4,900 cell sites and the number keeps growing at a rapid pace.
Mobilink also have deployed around 3,000 km of optical cable.
For Mobilink, last year was a bit difficult as they struggled to grow as quickly as the market
itself. Today mobilink is confident that it has all the essential building blocks in place to
take the dream forward and to play a leadership role in the rapid growth and development
of telecommunication industry in Pakistan.
In 2003 mobilink invested upwards of US$ 200 million in improving their network and
services. Mobilink have already put in 7 switches, over 820 cell sites and new IN platforms
for better coverage and connectivity. In upcoming years mobilink is trying 34 to invest in
technological upgrades, superior customer services, and improved coverage.
Mobilink customers remain their priority and in an effort to enrich their lives Mobilink have
put in place state-of-the-art call centers in Karachi, Lahore, Islamabad and in other cities
of Pakistan where well trained staff is geared to answer complaints and queries, and a
new billing system is in the process of commissioning. Mobilink is constantly expanding
their nationwide franchise and distribution network and upgrading them to offer customer
services so that the customers can find a Mobilink contact as near to them as possible.
Nationwide coverage
Mobilink provide true nationwide coverage in more than 5000+ cities, towns, and villages
across Pakistan. Mobilink provide its services in urban areas as well as towns and
villages. In nationwide Mobilink provide services in following areas.
Punjab
Sindh
Balochistan
NWFP
AJK
FATA
International Roaming
Along with nationwide coverage, Mobilink also provides true International Roaming in
over 100 countries with more than 300 partner operators worldwide. The regions where
Mobilink provide International Roaming are as follows. Mobilink‘s roaming partnership
with Thuraya has further enhanced international roaming coverage. Through satellite
communication the Mobilink connection can be used in areas where there is no GSM
coverage.
United States
Canada
Caribbean
Europe
Middle East
Africa
Asia
Australia
Mobilink provide its service products directly to customers or with help of intermediaries
involved in distributing its product. Distribution channel contain set of interdependent
organizations involved in the process of making a product or service available for use or
consumption by the consumer or business users. Mobilink also distributes its product to
end user with help of intermediaries as well as it distributes its product directly to
customers. Mobilink supplies its product range to intermediaries with involvement of its
Commercial and Sales Department.
Mobilink authorizes limited number of dealers to deliver its service product. But Mobilink
provides its prepaid cards to almost all the markets and consumer shops. Providing its
prepaid cards in every corner of the city helps mobilink to satisfy the need of consumer
and to gain customer satisfaction. However mobilink deliver its Sims to customer with
help of Franchises, service centers, and sales offices. These Franchises, service centers,
and sales offices are given by the right of providing its service product by Mobilink itself.
There are three types of distribution strategies. First Intensive Distribution, second
Extensive Distribution and third is Selective Distribution. However mobilink follow both
intensive and exclusive distribution strategies. While providing its Jazz prepaid cards
Mobilink follow Intensive Distribution strategy means that stocking Jazz prepaid cards in
as many outlets as possible. While providing its service products (like SIM Cards of Jazz,
SIM Cards of indigo and Mobilink PCO Sets as well as Prepaid cards) Mobilink follow
Extensive Distribution strategy means that it gives limited number of dealers the right to
deliver its product.
Mobilink Promotion
Companies can do more than make good products—they must inform consumers about
product benefits and carefully position products in consumers‘minds. To do this, they
must skillfully use the promotion tools of advertising, sales promotion, public relations,
sales force, direct marketing, and personal selling.
Advertising Goal
The chief advertising goal of Mobilink is to increase its customer base and to stimulate
more usage.
Advertising Budget
Advertising Media
Mobilink is using television, print, and radio advertising media to disseminate its message
and to build a brand preference but the most preferred is television since this medium is
the most powerful, reaches a broad spectrum of consumers and has the maximum
customer impact.
Advertising Campaigns
The success of Mobilink has not only to do with its increased offerings, but also has a
great deal to do with the campaigns that Mobilink comes up with. The TV ads exude
energy and liveliness, and an expressive color and lightning palette, the high frequency
and visibility makes these advertisements noticeable which results into increased brand
awareness and brand loyalty boosting sales.
Mobilink in its advertising went on a different route (now copied by competitors) by starring
the most charismatic superstars in its advertisements. The tested method of having a
pretty face holding a Jazz card makes its advertising campaigns booming. Strings,
Vaneeza Ahmad, Shaan, Iman Ali, ZainabQayyum, WasimAkram, and ShahidAfridi are
some of celebrities associated with Mobilink.
The current prepaid Jazz campaign has brought Mobilink‘s image to the masses and is
more on the ‗functional‘platform. When competition was introduced in the Pakistani
market, It was at this point that the true evolution of prepay began. It was more than
apparent that every single customer was important and every single subscriber was vital.
Almost immediately, the marketing and advertising improved; and a more conscious effort
was made towards trying to reach out to every aspect of the consumer market. At first,
Mobilink went a slightly different route, and instead of targeting the large youth market,
continued to use its tried and tested method of having a pretty face holding a Jazz card.
Iman Ali joined other famous models as being a Jazz Girl. But with the competition getting
intense, Mobilink finally decided to raise the profile of Jazz. The tariff wars between the
providers initially caused Mobilink to offer WAP on Jazz, and then to slash prices and
improve its quality. Finally, in February 2006, Mobilink launched Jazz Octane, a package
‗designed for the communication needs and lifestyle of the Pakistani youth segment‘.
The belated foray of Mobilink into the youth market has met with promising early success,
and the new package offers quite a bit. The early success of Octane has not only to do
with its increased offerings, but also has a great deal to do with the campaign that Mobilink
came up with. Perhaps most effectively and symbolically, the ad showed an old woman
embracing the youthful abandon that Octane is shown to offer. It can be argued that the
old woman‘s name is Mobilink.
Later the introduction of such packages as Jazz Budget, and Jazz Ladies First has met
tremendous success.
Mobilink World being the value added service brand for Mobilink has been started with
an elaborate campaign with TV advertisements and print ads.
Sales Promotion
Consumer promotions
In order to kindle greater and quicker purchases Mobilink is carrying out the following
consumer promotion activities including special deals such as:
This feature is available to the customers on any three Mobilink numbers (Jazz and
Indigo) which can be added into F&F list by calling the help line at 111.
Local Rates
According to this freedom plan across Pakistan, all call, across all networks are charged
as local calls.
Bonus on Recharge
Mobilink brings an exciting offer for its Jazz customers. Recharging their Mobilink Jazz
connection between 18th May 2007 and 18th June 2007 will give them 100% free airtime
(if the customers have not recharged in the year 2007).
Mobilink also carries out business and sales force promotions on frequent basis.
Specialty Advertising
Mobilink uses certain items imprinted with its logo as well advertising messages such as
calendars, caps, radios, mugs, and candles. These items are given as gifts to customers
by salespeople.
Sales Contests
Mobilink actively carries out yearly sales contests in order to motivate the sales force to
put in greater effort.
Trade Shows
Mobilink actively participates in trade shows in order to enhance its business promotions.
It took part in the usual trade-show presentations of Asia Pacific Billing and Revenue
Management Week. This event has a particularly interesting through line of taking
services to understand markets. Topics like ‗Increasing Prepaid ARPU in Price Sensitive
Markets‘and sessions on micro payment plans for low income markets were discussed in
detail. The speakers included individuals from Mobilink GSM in Pakistan and
TelemigCelular in Brazil.
Event Sponsorship
To enhance its corporate image, Mobilink practices event sponsorship. It sponsors movie
premieres, concerts, sports events and community welfare. A few events sponsored by
Mobilink are given below.
Direct Marketing
Mobilink also uses direct channels to reach its customers without using marketing
middlemen. These channels include direct mail, catalogues, tele marketing as well as e-
marketing. Mobilink also uses a very unique technique to reach its customers directly.
SMS Marketing
Mobilink uses SMS marketing to send messages directly to customers. SMS marketing
creates one-on-one communication with the market. Mobilink management believes that:-
Today‘s consumers are mobile and today‘s marketing must reflect that.
As SMS is one of the largest platform to reach consumers and almost every mobile phone
is SMS enabled, this method has 100% penetration. SMS targets end consumers directly
via their mobile phones and compels them to take action in order to enjoy a promotion,
thus increasing the success rate of the brand. Plus, SMS is also a cost-effective way to
communicate.
Electronic Marketing
Mobilink’s Website
Mobilink has paid special attention to the ―context‖ & ―content‖ of its website to
encourage repeat visits.
Mobilink‘s website not only has attractive design and layout but is also very interesting
and easy to navigate.
Content Marketing
Sales force serves as the companies personal links to the customers. Mobilink fast paced
growth is fueled by the foundation of innovation and the relentless work of 4000 dynamic
team members.
The sales force members are some of the best talent in the country and can be
distinguished from others on the basis of their convincing power. The have the passion
and the spirit to challenge the norms, and so they are the part of winning team.
The chief objective of Mobilink‘s sales force is not only to encourage sales but also to
diagnose customer‘s problem and to propose an effective solution thus satisfying them
completely. They play a strong role in improving customer profitability.
Mobilink has attractive compensation packages for its sales force. Along with a fixed
amount i.e. salaries, they are also offered variable amounts such as lucrative
commissions. Benefits such as paid leaves as well as accident benefits are also offered
to the sales force.
Training the sales Representatives
Since Mobilink realize that a professional sales force plays a key role in developing and
growing customers, it trains its sales representatives to effectively convince the
customers by using effective screening techniques.
Mobilink is still the Market Leader and its success factors include:
Innovative Products
Excellent Customer Services
Best Coverage among cellular operators
Competitive Strategies
Competitive Forces
Mobilink
Telenor
Ufone
Zong
Being the market leader, first, Mobilink must find ways to expand total market demand.
Second, it must protect its current market share through good defensive and offensive
actions. Third, it has to try to increase its market share, even if the market size remains
constant.
Mobile phone tele-density has increased to 35 per cent with over 53 million users. The
market growth still has 65 percent potential if not more, as Pakistan‘s population is over
150 million. The dominant firm gains the most when the total market expands. Same is
the case with Mobilink. It uses the following strategies to expand the total market:-
Market-penetration strategy
New-market segment strategy
Geographical-expansion strategy
The rapid growth in mobile phone ownership has opened a new, mass marketing channel
for marketers to reach their target market. Direct, responsive and measurable, mobile
marketing is emerging as a key element of the marketing mix for Mobilink. Mobile
marketing integrates across the marketing mix to drive the effectiveness of both above
and below the line activities. Delivering:
Mobilink marketers are deploying the mobile to strategically drive customer acquisition,
retention and improved relationships to defend its market share. Campaign tactics include
as an instant response mechanism to TV and poster campaigns, as a direct medium to
drive awareness in targeted demographics and for instant win for on or off pack
promotions.
The unique and personal nature of mobile communication dictates an approach that is
clear, actionable, engaging and instantly rewarding for consumers.
For the ability to forecast sociological and technological changes ahead of time
and make the necessary internal changes to adjust to the changing
environment of the consumer.
The ability to track customers order history, their interests, and apply that
information to better advertising and target marketing.
The ability to detect competitor changes to enhance the company‘s operation
tactics in which area that competitor operates.
For Mobilink, the Intelligence Platform is a way of thinking about who they are, what they
know, and what they think about the company and the competitive marketplace. When
we begin an assignment, the Intelligence Platform is examined as it is. Questions like
―What do we know? What ideas have been generated? What are the drivers that give
the business its unique personality?‖ are answered in order to get the required
information.
Mobilink views marketing intelligence with three very different components. It includes
data, ideas, management experience, and judgments.
Source Categories
Segmentation
Age
Income
Occupation
Social Class
Targeting
The second step of choosing the value is selecting the appropriate target market.
Mobilink‘s target market varies with its different product lines e.g. the Mobilink Indigo
brand mainly targets the corporate sector of the Pakistani community. The Jazz Octane
is designed to attract youth; Jazz Budget is aimed at the middle and upper-middle class,
while Mobilink World targets the masses with its diverse value added services.
It is important to understand that the future of marketing telecommunication services in
Pakistan is going to be based on targeted segmentation strategies. Mobilink follows the
target selection pattern of full market coverage and develops strategies as per the
requirement of the different targeted segments.Mobilink has followed a consistent
strategy of growing the network and ensuring that the products are available everywhere.
This growth has been further strengthened with brand building activities 20 that have
ensured that Jazz and Indigo remain synonymous for premium telecommunication
services for which they are close to the hearts and minds of the customers.
Positioning
Developing the offering‘s value positioning is the last part of choosing the value phase of
the value delivery process.
Mobilink‘s catchphrase Mobilink Reshaping Lives tells all about how they want to position
the brand in the minds of their target customers.
The message they want to communicate to the consumer market is that Mobilink is the
best solution for telecommunication and can be trusted to provide communication facilities
all across the globe where no other service is available.
Mobilink Brand
The new Mobilink has a new bolder mark with a strong and positive outlook from a
confident and optimistic leader. The new Mobilink will continue leading the way by
bringing people together through service excellence and product innovation. Our
employees act as one with our customers in order to create a better every day.
Corporate Responsibility
Mobilink believes in playing an active role in supporting the community and social
development of Pakistan. Our Corporate Responsibility goes beyond philanthropy and
donations whereby we take into full account the impact that Mobilink creates on all
stakeholders and on the environment when making decisions. We recognize that an
educated, healthy society is Pakistan‘s key to ensuring sustainable development and we
do our best to give back to the community we operate in.
Societal Marketing
Mobilink believes in playing an active role in supporting the community and social
development of Pakistan. Each year, Mobilink and its staff contribute significantly to
charities and community projects to help bring about a better quality of life to the less
privileged in the community and enrich the lives of Pakistanis through support in local
arts, education and sports.
Mobilink has made various donations to educational institutes. This includes donating
computers to the Federal Board of Intermediate and Secondary Education, donating Rs.
100,000 to Pakistan Institute of Medical Sciences to set up a computer lab, and
sponsoring the commemorative ceremony for the golden jubilee of Cadet College,
Hasanabdal.
Mobilink's alliance with the international Kara Film Festival demonstrates its commitment
to the promotion of art and theatre. The festival creates a space for alternative and
independent cinematographers, both experienced and new filmmakers, to exhibit their
creative endeavors in Pakistan.
Employee Involvement
Mobilink believes in supporting the community not only through sponsorships but also
through employee involvement. In addition to sponsorships, Mobilink encourages its
employees to be engaged in community welfare work and to support relevant causes.
Earthquake 2005
During the devastating earthquake of 2005 that struck the Northern Areas of Pakistan,
Mobilink was amongst the first to respond to the crisis. Relief Camps were set up in all
major hospitals to provide free calling facilities to patients and relatives arriving 7 from far
flung areas. Goods such as blankets, shawls, jackets were also collected for those
affected by the earthquake and Mobilink Relief Teams were constituted to provide aid to
the Northern Areas.
Customer Care
Total Customer Satisfaction is one of the key Mobilink values that place customers at the
heart of our success. Safeguarding their trust and respecting their confidence is achieved
with service, quality and value, beyond expectation. Catering to a diverse clientele spread
across Pakistan, Mobilink Customer Care is more than glad to help you with your
concerns, questions and suggestions – anywhere, anytime in Pakistan. Here is what sets
Mobilink Customer Care apart:
Mobilink has the leading customer care footprint across the country, where our valued
customers can find a Customer Care Centre, Franchise Centre, and countless Partner
Retail Outlets virtually anywhere. North or South, left or right, you can find our support
just around the corner.
At Mobilink, we understand the unique needs of each of our customers. Add a personal
touch to your experience with our team of Customer Care Representatives, who
communicate in your regional language. This is just one of the many ways how we make
your Customer Care experience not only personal, but better.
Customer Support24/7
Be it any time of the day, you can count on our team of skilled Customer Care
Representatives who are always ready to help with a smile.
CHAPTER 3
CRITICAL ANALYSIS
SWOT Analysis
Strengths
WEAKNESESS
Network problem is the biggest weakness for Mobilink for which it faces major
criticism or complaints.
The company is also vulnerable with post paid debts.
High call rates.
Large organizational structure
OPPORTUNITIES
PEST Analysis
It is very important that an organization considers its environment before beginning the
marketing process. In fact, environmental analysis should be continuous and feed all
aspects of planning. My internship at MOBILINK has added much to my knowledge. In
this report I have written introduction and history of MOBILINK Where then I have written
vision, mission and core values adopted by the industry. I have also done the critical
analysis of MOBILINK according to my knowledge following factors have disturbed the
functionality of the organization
The internal environment e.g. Staff (or internal customers), office technology,
wages and finance, etc.
The micro-environment e.g. our external customers, agents and distributors,
suppliers, our competitors, etc.
The macro-environment e.g. Political (and legal) forces, Economic forces, Socio
cultural forces, and Technological forces.
Political Factors
The political arena has a huge influence upon the regulation of businesses, and the
spending power of consumers and other businesses. You must consider issues such as:
The political situation of Pakistan is not satisfactory and unstable. Rapid change in the
Govt. and the change of the policies of the previous govt. by the new govt. abruptly effect
the Pakistan‘s political situation. Due to these entire factors the foreign importer hesitates
to invest in Pakistan. Govt. should device such policies that are beneficial for the local
exporter as well as for the investors. It is fact all government agencies and influential
groups that somewhat influence various organizations and individuals in a given society
are included among political factors. Present change in the political scenario can definitely
be favorable for economy of the next financial year.
Economic Factors
Marketers need to consider the state of a trading economy in the short and long-terms.
This is especially true when planning for international marketing. You need to look at:
Interest rates
The level of inflation Employment level per capita
Long-term prospects for the economy Gross Domestic Product (GDP) per
capita, and so on
The economic condition of Pakistan is not suitable for investment. Market growth rate is
very low and new investors hesitate to invest. Increasing inflation rate due to heavy loan
make the business environment strict. Actually increase in inflation rate leads to high cost
so our country products sell out at a high price but with low margin. The products of
MOBILINK have positive image in market. The economic environment consists of factors
that reflect consumer purchasing power and spending pattern. The consumptions of
MOBILINK products are considered best in quality in most of the markets. 60
Social Factors
The social and cultural influences on business vary from country to country. It is very
important that such factors are considered. Factors include:
The change in the lifestyle of the people affects the demand of the MOBILINK products.
The change in the lifestyle and needs in different demographics also affect the demand
of the customers.
Due to all these changes MOBILINK is performing excellent for the excellence of
organization as well as for the customer. The cultural and social environment is made up
of institutions and other forces that affect a society‘s basic values, perceptions and
preferences and behavior of people grow up in a particular society that shapes their basic
beliefs and values. This is the policy of MOBILINK that the services are designed
according to the beliefs and values of the consumers. The products are made according
to the changing lifestyles and liking and disliking of the customers.
Technological Factors
Does technology allow for products and services to be made more cheaply and
to a better standard of quality?
Do the technologies offer consumers and businesses more innovative products
and services such as Internet banking, new generation mobile telephones, etc?
How is distribution changed by new technologies e.g. Books via the Internet?
Does technology offer companies a new way to communicate with consumers
e.g. Banners, Customer Relationship Management (CRM), etc?
Availability of spare parts and technicians.
Technological advancement in all the sectors of the country has changed the entire socio-
economic environment. Especially telecom sector has incorporated technological
development and advancement in their organizations. Being one of the largest in the
telecom sector, MOBILINK has great financial resources and they are always in a position
to install the latest and advanced machinery in their production department. With the help
of modern technologies they are in position to design new products. After the introduction
of new technologies in designing and production department, MOBILINK is planning to
introduce 3G and 4 G for their customers all across the country.
CHAPTER 4
INTERNSHIP EXPERIENCE
WEEK 1 and 2
In my first week I was placed in customer service department this department. Following
are the main tasks performed by customer serves department
As we already know that there are several mobile networks, each of which has its own
packages, like Telenor‘s talkshawk and Djuice, mobilink‘s Jazz , ufone‘s youth
etc…Basically these packages are differentiated according to their call rates , sms
bundles , internet and hourly rates.
Now, suppose that you are using Ufone sim, which the best one for ufone to ufone hourly
package, but as we know that its call rates to other networks are extremely high. So a
customer already has Ufonesim and he wants to get the Mobilinks low call rates
packages. On the other hand he does not want to change his number and code.
In this case Pakistan Telecom Industry provides you the facility to change your network
without changing your number and code.
Procedure of MNP
A Mobilink Representative will write MNP in a text message and will send it to 667. After
a few seconds he will receive a message containing the sim card number, the owners
name, CNIC number, IMSI number, Activation date and the connection type, that is
prepaid or postpaid. He will then fill a form of MNP from the message. The form contains
the customer name, date of birth, CNIC number, sim card number, donors network name
like ZONG, UFONE, WARID, Telenoretc, donors IMSI number, connection type, the
package you want to activate, Fee charges, customers signature, thumb impression,
Office Representative Signature and the Date.
All the data is then put down in a computer system. There is a specific portion for MNP in
a Mobilinks official website named ‖SIEBEL‖. After uploading the form onto the website,
it receives the new Mobilinks IMSI number, which is completely different from the donors’
network IMSI number.
A CRO is then required to write back the new IMSI number on a form and submit the form
along with the customer CNIC copy.A new sim is then given to the customer and CRO
enters the specific code written on a sim jacket to the system. Now the number will be
converted in 3 to 5 days. The customer is then directed to insert the given new sim card
in his cell phone, after losing the donors sim signals.
As working on a front desk, I was also assigned to handle the customer‘s complaints in
very efficient manners. I listen the customer complaints carefully and give quickly
response so that the customer satisfied and go happily. Following were some customer
complaints:
This task was really hard but enjoyable. Some customers came very aggressively to
record their complaints but our task is to cool down that customers and make them happy
by solving their complaints. Some problem solutions do not exist in the franchise office,
so I refer the customer to head office.
ONE day 3 girls come to our office. One was the daughter of a colonel and the rest of two
were her friends. She told me that I had incurred a big loss of Rs 30000 due to a fraud
call.
I ask her that how? She said that once I receive a call from a number where a person told
me that Mobilink and warid had made a joint venture and they had draws a lucky draw in
which your number is selected among the 25 lak numbers. Now you will be awarded of
Rs 500000 {five lak}, and for that you will have to load us Rs 5000, because these are
the expenses, which will occur in reaching your wining price to you. She told me that I did
it and sends them a load of Rs 5000.
Next day I received another call from a new number and he says that we are now coming
towards you in our own private car, and our oil expenses are Rs 15000, I also did it , and
send them Rs 100, 250, and 500 cards ,worth of Rs 15000. She further told me that I had
further loaded them of Rs 10000 on different occasions.
I just laughed and said that I don‘t believe, because you are looking from an educated
family and no one can make you fool so costly and so easily. She was near to cry and
said that ―yes sir, you are right, I belong from an educated family, but it‘s also true that
someone had made me fool so easily‖ and as a proof she opened her purse and show
me different cards of different denominations of warid and Mobilink, and also give me the
addresses of the shops and the persons names from which she had loaded them different
amount.
She further says that my father is a heart patient if someone has told about all this
nonsense, then he will die. I ask her that you were doing all these and didn‘t feel a little
bit of need to tell your father. She replied that I think that I will give him a surprise of such
a huge amount.
She told me that please sir help me and return my money. I told her that it is not possible
now because generally when you load to his number he then pass the load to another
number in a second. Now if block his number too, it doesn‘t make any sense for him. She
says that ―okay! I don‘t need it but want that the load shouldn‘t go to their numbers.
I told her that you were needed to think it in the beginning, but we will try our best to trace
the number and the persons and will also try to recover the money. I forward her complaint
to the head office and request them to solve it on an urgently basis. She was satisfied up
to some extent and makes a smile. She thanked me very warmly and left the office.
Our manager was a young female. And I really impressed from her managerial
capabilities because she know that how work can be done from the employees.
Every Wednesday she calls a meeting of the staff members and discusses some point
about the sales and the management perspective. I too actively participate in these
meetings.
There were competition among all the franchises in Rawalpindi and Islamabad on the
basis of sales, connections portability, and creating easypaisa accounts. Prizes were then
given to 1st, 2nd and 3rd position holders. Our franchise got 1st position Award in 2009,
in connection portability and has also achieved the sales award in 2008.
It has also got two ipods, which is given to Mr.Kamran and Mr.Waqas. As I said that all
the credit goes to our manager, because of their punctuality and hard working. We all
know that internee is just an observer, generally he is not so much bound to obey the
office rules as other employees for which they are making payment.
But the case is obsolutely different here; I was restricted to come on 9 AM to the office
and to leave on 5:30 PM. I was living in I-10 Islamabad, and the office were in Rawalpindi
sadar , the distance was some about 1 hour and 30 mints in different taxies. So I was
need to get up early in the morning to come on time to the office, but it was an interesting
to see that our manager was too come on time and reaches very early from all the staff
members.These all what we can say the hard working and good management. She had
created a family like environment, all the members are very cooperative with one another.
Replacement of Sim
Often customers lost their Sims due to brokerage or theft, so they come to the office to
block the old one and reissue the new sim. I was told to take the original CNIC from the
customer and see that whether the sim is registered on his name or not. If yes then to
reissue the new sim, otherwise the customer is referred to the head office.
Change of Ownership
I was strictly prohibited for not to change the ownership before seeing the original CNIC
and the original sim jacket. These both things are very important to change the ownership,
otherwise customer was then simply referred to the head office.
Packages Changing
Mobilink is continuously introducing new packages. Some of which have low call rates,
some have sms packages, and some have Internet packages etc etc.So a number of
customers were come to our office to change their packages into new one. To change
the packages I was simply dial 345 and change it from the operator.
WEEK 3 and 4
My third week of internship was with sales department. Working of this department was
very easy and very interesting for me and I really enjoyed but unfortunately I was there
only 2 days in third week because due to audit in office all intern was on leave for 3 days.
Sales Department
Sales department of Mobilink is very well organized and most important department of
the organization their main focus is on product distribution which performs the following
tasks.
In case of emergency they provide Jazz Advance to their customer providing utility bills
payment services and mobile banking services.
Scratch cards
Mobilink load
Sales team transfer balance to retailers account and maintain their payments
Prepaid Sims
Prepaid sim selling was also performed by mebut now they started providing prepaid sims
free of cost 54.
NEW CONNECTION
The second task which was assigned to me is that providing new connections to the
customers.
A customer is required to select a sim number from a given list. Then a CRO fill a form.
The form contains the following claws:
After purchasing the new sim, a customer 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 50 seconds,
the Mobilink operator will query the customer CINC number, customer name, father
name, mother name, and the place of birth.
The given data is then match with the NADRA record, if it is correct then representative
will register the sim, otherwise he will reject it and the customer will have to register the
sim on another CNIC.
The third task that I performed in the office was to provide information to the customers
about the services and packages such as Mobilinktalkshawk her second, 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. 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.
WEEK 5
Finance Department
In week third I was placed in Finance and Accounts department. It was difficult for me to
learn the accounting concepts and working but I tried my level best. Working process of
this department is given below.
Customers load their balance easily from our easy load system. I was also assigned to
do this. It was a very care full task because once you have entered and send load to a
number of Rs 1000 instead of Rs 100, then you will have to pay the Rs 900 from your
own pocket. A complaint can be made to the help line but they will first confirm from the
person to which you had wrongly send the load, if he is agreed to return the load then its
ok, otherwise you will have to pay from your pocket. I personally paid several times Rs
50 from my own pocket.
I was also assigned to receive the payment of postpaid bills. Bills were paid by sending
the billing amount to that postpaid number through the mobile set or through the system.
A receipt was then given to the customer, and the customer also receives a text message.
Once a foreigner lady come to our office and she want to pay her postpaid bill. Her age
was above 50. She told me her number 03435004729 and said that I wana clear my
postpaid bill. She gave me Rs 2000 first. I typed her number, show to her and also repeat
by saying. She says correct, I send Rs 2000 to her number and said that its done madam,
but she said that I have not received a message yet. I told her that please checks your
balance. She checked it and the balance was not gone to her number I repeat her number,
as I say the last digit 9, she cried that its not 9, its 1{ONE}. I told her that I cried it out
again and again and you said that yes correct correct. What the hell was that? She said
that I have not wear glasses today. I told her that ―but you have your ears and I had said
it too!‖ but she resist it and said that you had intentionally done it wrongly and it‘s your
second time that you are going to make me fool. I told her we have not met before and
it‘s my first time to see you, but she insists that no it‘s your second time. She were
speaking very loudly that give me your name I will report you in a police station. She wana
make a quarrel with me. All the staff members and other customers were looking at me,
some were laughing that what will happen with me.
I gave her my name and my number and said that take it and go to hell. She was then
become very angry on these words and said that you are extremely stupid. I told her that
you couldn‘t be making me fool ok? And I know that you have two numbers, 55 once you
told us one number when the payment had goes the then you said and crying on our staff
that you people had wrongly send it. She said that give me my money but I refused that
first we will complaint for the previous money it they come back then we will again send
it to you, otherwise we are sorry madam. I don‘t know that what she was said in the last
but she went out in a hurry and shut the door very loudly.
After an hour I made a complaint to the help line. They said that if the number is found
ON, then we will first confirm from the customer, if he accepts our request then we will
send back your money to you, otherwise we are sorry sir. When I try to call on the wrong
number, it was coming OFF, I was so much worried because there wasn‘t so much money
with me to pay it from my own pocket. But I don‘t know that how seventeen hundred
rupees come back to our account and I was so happy that I can‘t imagine. I then send
back these seventeen hundred rupees to the foreigner lady.
Financial Reporting
Objective of the finance department is to manage all financial data , revenue generated
by sales department , postpaid billing , making salaries of employees, paid incurred
expenses and create the whole financial reports to send head office
WEEK 6
My 5th week was very hectic because in this week I was placed in logistics department
whose working was quits difficult for me, However, My working of week 5 with logistics
department is given below:
Mobilink also tries to be best in physical distribution and logistics effectiveness. Mobilink
provides the most extensive network coverage footprint across Pakistan through an
integrated technology infrastructure in more than 5,000 cities, towns, villages, and
countless remote destinations, including International Roaming in 100 countries through
300 partner operators. Mobilink is best in logistic management and physical distribution
from its competitors.
Companies must also work with other channel partners to improve whole channel
distribution. The members of distribution channel are linked closely in creating customer
value and building customer relationship.
Mobilink management builds logistic partnership to achieve customer value and building
customer satisfaction with different courier services. The courier companies by which
Mobilink has partnered are as follows:
TCS
OCS
UPS
Most business performs their own logistics functions. However growing number of firms
now outsource some or all of their logistics to Third Party Logistics providers.
Mobilink also use Third Party Logistic provider for transportation of shipment of its service
products to warehouses, dealers or customers. Different courier service providers are the
Mobilink third party logistic providers. The main reason for using third party logistic
provider by Mobilink is that it is useful for Low Fixed Investments.
Mobilink selects, motivates & evaluates channel members thought Interviews, Financial
standing, Training and Reports.
CHAPTER 5
CONCLUSION & RECOMMENDATION
Conclusion
After the great research and paper work we are of opinion that a lot of people have shown
their interest in the Mobilink offers.
The company has created 2500 direct and more than 25000 indirect employment
opportunities with 100,000+ retail outlets and 200+ franchises in addition. 99.9% of these
employment opportunities belong to Pakistanis. Mobilink is a place where one can live
his dreams and pursue a career that reflects his skills and passions. Mobilink gives
flexibility for change, the opportunity to learn, and providing career options with endless
possibilities.
RECOMMENDATION
o .
The period of internship should be divided into the number of departments in
Mobilink. The internee should be given timetable mentioning the number of days
he has to work at different places in the office. Once in a while, in each department
internee should be given a lecture by the manager of the department about
operations of the department. This would increase the learning of the internee.
The fact that there were two sales offices in the building (one on the 2nd floor and
one in the ground), led to work related confusion and hence mishaps. Proper
communication and planning should be there.
Distribution of work is not on equity basis in franchise, work has not been allocated
properly some workers have to work hard and have to work in late hours without
any extra reward. So I suggest that steps should be taken to allocate the work
properly.
All the employees in the customer care department are over-burden with work and
responsibility. The customer care department requires more employees.
When a new employee becomes a part of Mobilink, he is not properly oriented.
Mobilink has this policy of orientation but it only includes visits to departments and
knowing about the policies and rules of the company. I suggest a proper orientation
and socialization session should be there for a new employee so that he may feel
comfortable with his new organization.
The late seating of employees has been observed in Mobilink 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.
Mobilink should work on network improvement.
As far as their charges are concerned they are a bit expensive as compared to
their competitors so we suggest that the charges should be reduced.
Mobilink should attract maximum customers and satisfy them.