Made by: Amna Malik, Maha Gul Noon, Makkia Shaheen, Maria Iqbal, Muhammad Mustafa

Khalid, Muhammad Waleed Akhlaq, Rabale Naveed and Umme Aimen Khakwani

Section M
 Introduction
Warid Telecom International is an Abu Dhabi based mobile telecommunication firm providing
telephony services in Bangladesh, Congo, Pakistan and Uganda. Warid is expected to launch in
the Ivory Coast and Georgia soon. Waird has its headquarters in Dhabi Tower,Abu Dhabi
U.A.E. In 2004, Warid Telecom International LLC, purchased a license for operating a
nationwide mobile telephony network, (WLL) and long distance international (LDI) for $291
million US dollars and was the first venture of Warid Telecom International LLC.

Warid Pakistan launched its services in May 2005. Within 80 days of launch Warid Pakistan
claims to have attracted more than 1 million users. According to Pakistan Telecommunication
Authority, currently Warid Telecom has 18.14 million subscribers as of July 2009. It is ranked as
the fourth largest operator in Pakistan. Warid Pakistan claims it has the largest "post-paid"
subscriber base in Pakistan.

Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group (Singapore
Telecommunications Limited). On June 30, 2007, (SingTel) and Warid Telecom announced that
they have entered into a definitive agreement subsequent to which SingTel will acquire a 30 per
cent equity stake in Warid Telecom for an estimated $758 million — valuing the company at an
enterprise value of $2.9 billion.This partnership is part of a strategy to support Warid Telecom’s
continued growth and to enhance its market position.

Abu Dhabi Group, one of the largest business groups in the Middle East and the single largest
foreign investor in Pakistan. It has diversified business interests, offering strong financial
resources and extensive management expertise that result in commercial success for several
institutions.

SingTel’s investment in mobile operations include, Advanced Info Service (AIS) –Thailand,
(21.4%), Bharti Telecom Group – India (30.5%), Optus Telecom – Australia (100%), Globe
Telecom – Philippines (44.5%), Pacific Bangladesh Telecom (PBTL) - Bangladesh (45%),
Telkomsel – Indonesia (35%) and Warid Telecom – Pakistan (30%).

o
Warid Telecom takes pride in being backed by the Abu Dhabi
Group, one of the largest business groups in the Middle East and
the single largest foreign investor in Pakistan. It has diversified
business interests, offering strong financial resources and
extensive management expertise that result in commercial
success for several institutions.

The Abu Dhabi group's major investments are in the following

sectors:

Oil and gas exploration

Banking and financial services

Automotive

Hospitality services

Property development

Telecommunications

The Abu Dhabi Group is led by His Highness Sheikh Nahayan

Mabarak Al Nahayan. His Highness is the Federal Minister for
Education of the United Arab Emirates and He is the Chairman of
Warid Telecom‚. The Abu Dhabi Group's other successful
investments in Pakistan include Bank Alfalah, United Bank
Limited, Taavun, Wateen Telecom and Raseen Technologies.

Major Investments

Bank Alfalah Limited: a fully licensed commercial bank in

Pakistan with over 282 branches and 266 state of the art ATM
machines in all the major financial centers of the country

United Bank Limited: a leading commercial bank in Pakistan with

a vast network of approximately 1,400 branches including 19
international branches‚ affiliates and representative offices in the
UAE‚ Bahrain‚ Qatar‚ Yemen‚ Egypt‚ Iran‚ Switzerland‚ the UK
and USA
Alfalah Insurance Company Limited: a leading insurance
company in Pakistan

Alfalah Exchange Company: a fully licensed exchange company

in Abu Dhabi

Serving both the corporate and consumer markets, the SingTel

Group is committed to bringing the best of global communications to
customers in the Asia Pacific and beyond.

With significant operations in Singapore and Australia (through

wholly-owned subsidiary SingTel Optus), the Group provides a
comprehensive portfolio of services that include voice and data
services over fixed, wireless and Internet platforms.

In Singapore, SingTel has had more than 128 years of operating

experience and has played an integral part in the development of
the city as a major communications hub in the region. In Australia,
Optus serves more than six million customers. It has driven the
competition as the challenger brand and led the way in technological
innovations and breakthroughs.

Over the years, SingTel has grown to be a global player with a

strong regional heritage. With one of the most extensive and
advanced telecommunications infrastructure, the Group offers
unparalleled reach in Asia and beyond.

SingTel's highly developed international network provides direct

connections from Singapore to more than 100 countries. It is a
major investor in many of the world's most sophisticated submarine
cable and satellite systems. The Group is the second largest
satellite operator in the Asia Pacific.

SingTel also operates a pan-Asian chain of world-class data

centres, providing a suite of managed hosting telco solutions
branded EXPAN. Data centres are located in Australia, Hong Kong,
Japan, Korea, Taiwan and Singapore. Through marketing alliances,
EXPAN is also available in eight other markets including China and
India.

SingTel’s ability to support multi-national corporations (MNCs) on a

cross-border basis is anchored by its extensive network of SingTel
Global Offices (SGOs). Found in 37 cities in 19 countries and
territories across Asia Pacific, Europe and the United States, the
SGOs provide MNCs with a single point of contact.

The Group's other major investments in the region include

Advanced Info Service (AIS) in Thailand, the Bharti Telecom Group
inIndia, Globe Telecom in the Philippines, Pacific Bangladesh
Telecom (PBTL) in Bangladesh, Telkomsel in Indonesia and Warid
Telecom in Pakistan. Together, the Group has around 172 million
mobile customers in eight markets. This is the largest multi-market
mobile customer base in Asia outside of China.

SingTel employs about 19,000 people worldwide and had a turnover

of S$13.15 billion (US$8.41 billion) and net profit after tax of S$3.78
billion (US$2.42 billion) for the year ended 31 March 2007.

Warid is one of the world's largest mobile operators, with over 18

million subscribers in Pakistan alone and millions more to come.
Warid offers cutting edge products like Blackberry, and innovative
services like Caller Tunes, 123 FREE, and enterprise solution
packages. More importantly to its customers, Warids great range of
price plans and special offers attracts thousands of new customers
every day.

Why Join the Scheme?

We'll pay a line rent for every customer you send us who takes up a
pay monthly contract and stays with us for more than 3 months and
this is only a starting rate - the best performing affiliates could earn
even more. What you need is a company with more than 100,000
customer base. You could be any body, a bank a website or even a
NGO.

Compelling monthly offers

Regularly updated banners and links

The more you deliver the more you earn

With our extensive national advertising, people on your site will have
already been exposed to our messages, increasing the percentage
of click-through who makes a purchase. All this is backed up with
first-class customer service and monthly affinity communications,
giving you the support you need to drive large numbers of sales.
We have a dedicated in-house Partners Marketing Manager whose
purpose is to discuss opportunities you may have and help provide
you with the tools necessary in order for you to be successful in your
promotion of Warid.

Media and press

Warid has a strong media presence and has also sponsored many
high profile activities and events nationwide, ranging from polo
matches to fashion shows. Our press profile is also very prominent
with advertisements appearing in all leading English and Urdu
dailies and broadcasting channels of the country.

Zahi and Zem

Warid Pakistan provides both post-paid and pre-paid connection

plans. The post-paid plan is branded and marketed across the
country under the name Zahi Post-paid, which means leader or
royalty. The pre-paid segment is branded and marketed as Zem
Pre-Paid.

Zahi-Post-paid and Zem Pre-paid user enjoy various value added

services(VAS), such as SMS, MMS, GPRS, 64K SIM, Dual SIM
product, Corporate packages for product advertising via SMS, and a
host of other features.

However International Roaming is available to its Zahi(post-paid)

users as of March 2007. For pre-paid customers, International
Roaming is also available. (Selected Countries)

Warid has been one of the highest contributor in development work

carried out in the quake hit areas of Pakistan after the devastating
event of 8 October 2005, furthering their stance of 'We Care'.

4b Azadi package with waridtel 4b (trend) telecom has announced a

bundle pack promotion with Warid telecom keeping in view the low
end post paid segment . press release & press adds are published
in leading news paper of Pakistan.
Glow

Glow is a new innovative brand by Warid Pakistan mainly intended for youth. It offers cheaper
tariff and free online contents via its portal. Brand ambassador of Glow is the famous pop & rock
band STRINGS
WARID SERVICES

Buy Warid Prepaid Connection Prepaid tariff Change

Order Warid prepaid connection and we Enjoy a Prepaid Convenience ! Get your
will deliver it to you. existing Prepaid Tariff information and
swap to the tariff of your own choice.

Online Port-In Warid Alerts Activation

Port-in onto the “Best Quality Network” and Activate Warid Alert Service and get latest
we will deliver the SIM at your door step... . updates on your phone through SMS.

Online Bill Details Customer Entertainment

Warid provides to you an easy approach to Enter Warid's Entertainment Zone and get
your account. You can have following complete access to the latest and some of
services here against your postpaid the classiest content across the globe.
number.

Bill Summary

Bill Details Friends and Family

Transaction History Order Warid prepaid connection and we

will deliver it to you.Enjoy Subsidized call
Unbilled Summary
rates on Numbers of your Friends and
Unbilled Details Family.

Call Details

Get Automatic handset settings

 Configure your handset for MMS,WAP and
Web services and enjoy Warid GPRS.
Web-to-SMS

Enjoy Free SMS to your Friends,

Family & Loved Ones.

Address Book

Manage Online Address Book and send

SMS instantly to multiple people. It is very
Easy and convenient .

Warid Mobile Email

Call center Email Now keep in touch with your business

matters on your Warid phone where ever
Warid provides to you online assistance . you are!

My Profile Group talky

View your Account Details instantly. Now Communicate Simply, quickly and
conveniently. Send Voice SMS to group of
10 People.

Change password Caller Tunes

Change your Password of the Warid Self Activate Attractive caller tunes on your
Services. number ,Click here for colorful library of
songs of Hollywood, Bollywood, Classic,
Pakistani, Islamic etc .
The Warid New Look

o An evolution that strengthens the Warid identity while keeping the customers in focus

o Use of a more contemporary font & style to give a more approachable image

o This new logo encompasses the expanding reach of Warid not just in Pakistan but in an
international footprint

With warids strengthened GPRS/EDGE network it would be able to empower its customers to
create their own life style networks

Future strategies:

Recently, Warid has introduced Glore 2.0 as a step towards effective strategy to compete with
other networks in Pakistan. Moreover, Warid is trying to improve its ranking in the market and
to compete with other competitors. It is also working on new packages which are soon to be
offered to Warid customers and as another step to attract more potential customers.
The Functional department

HR DEPARTMENT

HR department is divided into two divisions responsible for:

1. Recruitment Division
2. Training and Development Division
3. Compensation and Benefits Division

The above divisions are responsible for ensuring smooth functioning and deliverables pertaining to:

 Recruitment process
 Interviews
 Candidate Assessment
 Training programs for employees
 Career Development programs
 Timely management of related and scheduled confirmations
 Timely execution of payroll and related reporting pertaining to payroll
 handling and management of smooth payroll operations and effective related query handling
 handling of Attendance management systems

And many more….

WARDI HUMAN RESOURCES: STRATEGIES AND PRACTICES

This is a process of seeking job candidates .Warid gives advertisements in the news paper and on
the company’s website. Interested applicants submit their CVs to the Human Resource Division via
mail or email.

Once they receive the CV, they will assess it according to their internal policy and requirements of
the job. Selection criteria may involve different steps with respect to the position they are applying
for. There can be one to one interview with concerned division head, recruitment manager and a
panel interview, or there can be series of interviews .Special process of a preliminary test might be
carried out, depending upon the nature of the job.

ORIENATTAION

When a new employee joins Warid, orientation is given to him/her. He is introduced to the office and
to the other employees. The department gives out the orientation. In orientation, he gives a detail
introduction that how operation are being performed in Warid and how things work in department.
When 5 new employees are hired, they are given in -0house orientation where information about the
concerned department is delivered to them.
EMPLOYEE TRAINING

During the orientation of the employees they are told about their career palnning.Employees are told
about the steps taken to develop them. they are told about the training process they have to go
through .And they are also told where they will see themselves in the next five years. Warid has got
training contract with Etisalat In which they send their employees to UAE for training.

Warid employees go to England, Australia and other counties for training. Warid has a policy for its
employees to sign a bond before they send for training.

PERFORMANCE MANAGEMENT SYSTEM

Warid telecom gives immense importance to performance management system.

Employees are given annual appraisals and increments. Depending on how good or bad an
employee is performing keeping that in mind these increments are awarded. Supervisor tell them
where they need to work hard.

REWARDS AND PAY PLANS

Rewards are paid in the form increments. Bonuses are given after every one million customers.
Warid is known to be one of the best pay masters in the industry.

EMPLOYEE BENEFITS

Warid has a very sound and a systematic plan for the benefits for its employees. The strategy
ensures that the employees are not only satisfied but also motivated continuously in order to achieve
maximum productivity. Some of the major benefits include LFA( leave fair assistance), Provident
fund, Insurance etc
 FINANCE DEPARTMENT

Finance department of arid telecom is accountable for all the issues related to financial transactions
no matter it is managerial accounting or financial accounting. Finance department of Warid Telecom
deals with the issues related to financial treasury control. Finance department is divided in two
divisions according to matters dealt .

Financial Accounting Division: It consists of four sections such as operations section, fixed assets
section, accounts payable section, general ledger section and treasury control section

SALES AND CUSTOMER SERVICES DEPARMENT

Sales and customer services department of Warid telecom consists of division in-charge of:

 Contact and support centers

 Credit and Collection
 Customer Service Operations
 Telesales
 Personal selling

IN-DEPT SWOT ANALYSIS

In order to find what are the strengths, weaknesses, opportunities and threats faced by Warid
Telecom , Pakistan. How can they increase their market share in Pakistan Cellular Industry?

Following is the SWOT analysis of Warid Telecom Pakistan

Strengths of Warid

 Superior product quality for customers

 Better customer relationship than competitors
 Extra features and services
 Committed and efficient staff
 Strong financial base
 Good reputation among customers
 And many more
Weaknesses of Warid

 Less time in market as compared to major competitors

 Less coverage as compared to major competitors
 Not able to capitalize on start

MARKETING DEPARTMENT

Marketing is one of the core departments of any telecom industry. Marketing consists of five
divisions including segmentation, marketing finance, marketing communications, marketing
operations and loyalty.

SEGMENTATION AND STARTEGY DIVISION

Warid telecom has divided its segmentation and strategy division into five segments on the basis of
their characteristics. Markets consist of buyers and buyers differ in one or more ways. They may
differ in their wants, resources, locations, buying attitudes and buying practices. The core concept
behind companies using marketing segmentation concept is to divide large homogeneous markets
into smaller segments that can be reached effectively and efficiently with products and services that
satisfy needs, wants, desires and trends of certain segment.

Characteristics that govern segmentation and strategy development in telecom industry specially
mobile services according to a certain segment w.r.t Pakistan are age, educational background,
gender, income, social class, religion, culture etc.

Now the roles and responsibilities of different segments are to consider above characteristics and
then to

 Process Flow in Marketing Department

 Develop an idea that would satisfy the above considerations. The idea can be
 Development of a product or service ; that idea is then shaped in the form of
the product or services with the help of Products and Services department, I.T
and Engineering departments to develop a product or service.
 Event to improve sales, public relation , brand awareness
 Idea Conversation costs that note and getting it approved by the authorities after
which it will be incurred in converting an idea into reality.
 Artworks, TVCs
 Sections of segmentation and strategy Division
 Postpaid segment section which includes individuals with good income and usage
more than that of prepaid customers
 Masses segment section is the biggest segments involving most number of
people.this section develops marketing ideas and activities to perform so that masses
customers can enjoy maximum benefits.
  Female segment section role is to develop ideas that would entertain female
population in Pakistan. It is a separate department.”zem baton ki committee
campaign “ promoted by Bushra Ansari is such as example
 Youth segment section
 Corporate segment section is niche segment which can be source of great revenue
for organizations. it develops ideas that can provide maximum support and facilities to
their most profitable segment,

MARKETING OPERATIONS DIVISION

Marketing operations is the part of marketing that is responsible for executing the ideas, turning
scraps into the whole and giving best possible finishing to the idea. Marketing operations slogan is
“we are those, who execute ideas’.

Warid telecom has divided its marketing operations division into five parts and each part is
responsible for carrying out its related tasks. Everything that is seen in market from retailer facias to
wall chalking, event boarding, everything is done by operations.

MARKETING COMMUNICATIONS DIVISION

Marketing communications in Warid Telecom deals with artworks to be used in BTL and ATL
advertising , then its execution and broadcasting in print and electronic media. Marketing
communications division divided into two-sub divisions

1. ATL Section which is a section of marketing that comprises of team responsible for :
1. Preparing content for artworks, TVCs etc
2. Contacting with electronic media including televisions, websites, and webzines for issues
related to broadcasting TVCs and sponsorship.

2. Artworks designing to be used in ATL and BTL

MARKETING FINANCE DIVISION

Warid has a division in marketing that is responsible for financial activities incurred related t
marketing promotions, campaigns and events .Its main purpose is to act as interface between
marketing and finance departments .Marketing Finance is responsible for signing CEO notes from
authorities, Preparing PRs, keeping financial record of costs incurred, issues related to payments of
vendors as per invoices.

LOYALTY DIVISION

Loyalty division of Warid marketing department designs marketing programs to benefit the loyal
customers that can be prepaid customers, but in most cases Post-Paid and corporate clients.
Loyalty programs are structured marketing efforts that reward, and therefore encourage, loyal buying
behavior which is potentially in benefit of Warid. Loyalty division is responsible for identifying loyal
customers, designing marketing programs to benefit the loyal customer, keeping up-t-date profiles of
loyal customers, carrying out regular for the post-paid and corporate clients.
The levels of hierarchy

Warid use all the operational support system and management support system as these are general systems
use by organizations at different hierarchy levels

Senior
management

Middle Management

Lower Management

The Senior Level management: Executive support system (ESS) is used in Warid . Apart from ESS, ERP
and SAS Dashboards (based on the name of company) are systems used at the top management level. Most
importantly,the top management of Warid has Management Dashboards through which recent
information is provided to senior management, which help them to deal with effective decision
makings.

The Middle Level management : Decission Support System( DSS) and MIS is used. MIS reports includes
100 plus reports that Warid specifically generates such as daily revenue , daily minutes of use and many
more. Other than this , SAS is used for business intelligence solution.

The lower Level management: TPS is used as it is a general system mainly used by most enterprises. It is
used for backend technology support where the software ORACLE is used whereas for Application logic TAB is
used. EMS systems are also used in Warid at these levels. EMS systems are mostly used in the middle as well
as lower management levels. Apart from these, 15-20 other systems are also considerably used.

Warid employers and management mostly access basic systems through blackberrys.

Every level in the hierarchy can communicate with one another,communication Is not restricted to
horizontal orvertical only. I.e. the lower level management can communicate with the C.E.O via
emails, etc.
Enterprise Application Architecture
Provides a conceptual framework to help visualize the basic components, processes, and interfaces
of major e-business applications. It focuses on accomplishing fundamental business processes in
accordance with its Customers,Suppliers,Partners and Employees

Enterprise Resource planning

ERP is the backbone of E-business, its a Cross functional enterprise system which Serves as a
framework to integrate and automate many business processes.It Concentrates on the efficiency of
internal production, distribution, and financial processes

In Warid ERP has various different dimensions some of which are mainly focused for middle management
level in the hierarchy.

The ERP software Warid uses is 90% ORACLE used and the rest of the 10% ERP software used includes Sequel
Server, Custom Build and various other software’s.

Customer Relationship Management

CRM uses information technology to create a cross functional enterprise system that integrates and
automates many of the customer serving processes in sales, marketing product, services that
interact with a company's customer.

Warid only use application of TABS for CRM.

The Software and Hardware

The software warid is currently using is pier 3, and it will be switching to pier 4 soon.

ORACLE is the Software warid uses to store its databases.

Communication Networks

Warid uses the Virtual LAN network in its offices and in all the Warid buildings where each floor
have separate servers controlling the information and data transferred or received. This
exchange of information and data is just restricted within the boundaries of each separate floor
and cannot trespass each floor’s boundaries.

VLAN allow’s a network manager to logically segment a LAN into different broadcast domains.
Since this is a logical segmentation and not a physical one, workstations do not have to be
physically located together. Users on different floors of the same building, or even in different
buildings can now belong to the same LAN. VLAN's also allow broadcast domains to be defined
without using routers. Bridging software is used instead to define which workstations are to be
included in the broadcast domain. Routers would only have to be used to communicate between
two VLAN's

Physical View
\ Logical View of a Virtual LAN

The reason warid uses VLAN is that firstly, it has a better performance, In networks where
traffic consists of a high percentage of broadcasts and multicasts, VLAN's can reduce the need
to send such traffic to unnecessary destinations.

Secondly it helps in the formation of Virtual Workgroups

Nowadays, it is common to find cross-functional product development teams with

members from different departments such as marketing, sales, accounting, and
research. These workgroups are usually formed for a short period of time. During this
period, communication between members of the workgroup will be high. To contain
broadcasts and multicasts within the workgroup, a VLAN can be set up for them. With
VLAN's it is easier to place members of a workgroup together.

Thirdly it leads to Simplified Administration

Seventy percent of network costs are a result of adds, moves, and changes of users in
the network. Every time a user is moved in a LAN, recabling, new station addressing,
and reconfiguration of hubs and routers becomes necessary. Some of these tasks can
be simplified with the use of VLAN's. If a user is moved within a VLAN, reconfiguration of
 routers is unnecessary. In addition, depending on the type of VLAN, other administrative
work can be reduced or eliminated [ Cisco white paper].

Fourthly VLAN reduces cost as they can be used to create broadcast domains which
eliminate the need for expensive routers.

Lastly Security, Periodically, sensitive data may be broadcast on a network. In such

cases, placing only those users who can have access to that data on a VLAN can
reduce the chances of an outsider gaining access to the data. VLAN's can also be used
to control broadcast domains, set up firewalls, restrict access, and inform the network
manager of an intrusion.

The LAN topologies Warid uses is Star.

A star network features a central connection point called a "hub" that may be a hub, switch or
router. Devices typically connect to the hub with Unshielded Twisted Pair (UTP). A star network
generally requires more cable, but a failure in any star network cable will only take down one
computer's network access and not the entire LAN. (If the hub fails, however, the entire network
also fails.)

Warid uses Extranet mostly. An extranet is a private network that uses the Internet protocol and
the public telecommunication system to securely share part of a business's information or
operations with partners.

An extranet requires security and privacy. These require firewall server management, the
issuance and use of digital certificates or similar means of user authentication, encryption of
messages, and the use of virtual private networks (VPN) that tunnel through the public network.
The Company uses an extranet to:

 Exchange large volumes of data using Electronic Data Interchange (EDI)

 Share product catalogs
 Collaborate with other companies on joint development efforts
 Jointly develop and use training programs with other companies
 Provide or access services provided by one company to a group of other companies,
such as an online banking application managed by one company on behalf of affiliated
banks
 Share news of common interest exclusively with partner companies.

Data Warhouses and Data Marts

Data warehouse, Stores current and historical data from many core operational transaction
systems in one database, it combines and regulates information for use across enterprise. The
drawback of such a database is that it data cannot be altered once in the data warehouse. The
system will provide query, analysis, and reporting tools . In Warid Data Warehouse has been
segregated in cubes. Each cube contains information about a relevant topic like how many
connections were sold. How many users switched their packages etc.

Data marts is a Subset of data warehouse with highly focused segment of firm’s data focused
by specific population of users, focusing specifically on single subject or line of business. Warid
often use term Cubes for datamart and it serves to be an important part of Warid for data storing
its data.Once data is gathered and organized in data warehouse and data marts, Warid carries
out further analysis and analyses the patterns which can help managers and employees make
better decisions for helping to improve organizational performance and to obtain insight about
what needs to be done, etc.
 Data warehouse and its components

Business Intelligence

Business Intelligence include the Tools used for consolidating, analyzing, and providing
access to vast amounts of data to help managers make better business decisions

Principle tools included are Software for database query and reporting, online analytical
processing (OLAP) and Data mining.

 OLAP

In Warid, SAS is the software which has different modules used for OLAP(online analytical
processing). Online Analytical Processing (OLAP) databases facilitate business-intelligence
queries. OLAP is a database technology that has been optimized for querying and reporting,
instead of processing transactions.OLAP performs multidimensional analysis of business
data and provides the capability for complex calculations, trend analysis, and sophisticated
data modeling. It is quickly becoming the fundamental foundation for intellectual Solutions
including Business Performance Management, Planning, Budgeting, Forecasting, Financial
Reporting Data Warehouse Reporting and much more. OLAP enables end-users to perform
 analysis of data in multiple dimensions, thereby providing the insight and understanding they
need for better decision making.

 Data Mining

This is a technique which helps to resolve queries which are more complex and discovery driven
and focus on a single aspect, in other words it is more focused data. Data mining, the extraction
of hidden predictive information from large databases, is a powerful new technology with great
potential to help companies focus on the most important information in their data warehouses.
Data mining tools predict future trends and behaviors, allowing businesses to make proactive,
knowledge-driven decisions. The automated, prospective analyses offered by data mining move
beyond the analyses of past events provided by retrospective tools typical of decision support
systems. Data mining tools can answer business questions that traditionally were too time
consuming to resolve. Data mining techniques can be implemented rapidly on existing software
and hardware platforms to enhance the value of existing information resources, and can be
integrated with new products and systems as they are brought on-line. When implemented on
high performance client/server or parallel processing computers, data mining tools can analyze
massive databases to deliver answers to questions such as, "Which clients are most likely to
respond to my next promotional mailing, and why?" The analysis uses advanced statistical
methods, such as cluster analysis, and sometimes employs artificial intelligence or neural
network techniques. A major goal of data mining is to discover previously unknown relationships
among the data, especially when the data come from different databases. Businesses can use
these new relationships to develop new advertising campaigns or make predictions about how
well a product will sell.

 Classical Techniques: Statistics, Neighborhoods and Clustering

 Next Generation Techniques: Trees, Networks and Rules

Warid uses data mining depending on the purpose of analysis and forecast to be done. The software it
uses to do this is ADAPA Predictive Analytics Edition .It is one of the most important tools.

System Vulnerabilities

Data that is stored in electronic form is more exposed to threats than data in manual form. In
a network ,Information System in different locations are interconnected, Unauthorized
access can occur at any access point in the network. In a multi layer client server computing
environment Vulnerabilities exist at each layer whether it be Communication between layers,
or Users at the client layer,errors could be introduced into the system, a person could hack
into the system and access the system without authorization ,Steal valuable data during
transmission, Malicious softwares could be another major threat.
 Malicious software include Computer viruses, worms, Spyware,Hackers and
Cybervandalism and the other Vulnerabilities from internal threats (employees)
include software flaws .

However, According to Akram saleemi who is the senior manager IT(delivery channels) ,
since the emerge of WARID, it has never faced any malicious software threats. . Internally
Warid uses switches to restrict departments to share information, in order to restrict the
reach of different departments only to that info which is relevant to them. if they want to
connect a computer into the network for a floor they use V LAN.Warid doesn’t have external
threats because the systems are placed behind a secure firewall provided by Cisco
system.

Warid use IP phones to contact offices through out Pakistan. They don’t use ptcl lines, if the
have to make calls on other networks they make it through GSM.

E-Commerce

E-commerce (electronic commerce) is the buying and selling of goods and services on the Internet.
A person can directly order a new connection through Warid site. They get a scratch card number and the
sim is delivered to their residence

As told by the IT head Mr Akram, Warid Telecom was the first bank to introduce
Online billing with the help of Bank Al-Falah. Through this the customers were
Able to pay the bill online from their al-falah credit cards. However, unfortunately
They had to shut down this service which was convienent to the customers as the
Government, interfered and asked them to discontinue this service.

Warid uses all the three types of E-commerce which are: Business to business,

Consumer to consumer and Business to consumer.

M-commerce
As the demand for mobile phones, PDAs and hand-held computers increases at a phenomenal pace,

a new worldwide business frontier has been created. M-commerce is not just a variant of e-commerce,

but a unique distribution channel based on the shifting role of mobile devices from purely communicational

to transactional. M-commerce (mobile commerce) is the buying and selling of goods and services through
wireless handheld devices such as cellular telephone and personal digital assistants (PDAs). Known as

next-generation e-commerce, m-commerce enables users to access the Internet without needing to find a place

to plug in. The emerging technology behind m-commerce, which is based on the Wireless Application Protocol.

Warid does not use M-Commerce currenlty but other networks as telenor (use it for easy paisa) and some others

use it.

Enterprise Application

Enterprise Application easily combines internal and external information to present a

complete better picture of the whole business. It consists of the applications system,

Supply Chain Management and Customer Relationship Management.

The Enterprise system integrates the information from across company’s divisions,

departments, and key business processes in the four functional areas. Applictaions

systems lead to Increased operational efficiency,better decision making and rapid

responses to requests, they Include analytical tools which help evaluate the overall

performance. It helps to respond quickly to customer request for information or products.

Furthermore, it Allows senior management to easily find out at any moment how a particular

unit is performing and determine which of its products are most or least profitable.

However Enterprise systems are difficult to implement and Require extensive organizational

change and proper Employees training.

SCM is a network of organizations and processes, for procuring raw materials,

transforming them into products, and distributing the products. Two types of SCM

upstream and downstream. Warid doesn’t have a SCM system.

  CRM includes ways to improve relationship with current customers and attract new

customers . It Captures, merges, analyzes customer data and distributes the results to

various systems and customer contact points across the enterprise. It serves as an

analytical tool for determining value, loyalty, profitability of customers, assists in

acquiring new customers, providing better service and support to customers, customize

offerings to customer preferences, provide ongoing value to retain profitable customers.

CRM includes all mails, calls and data received from customers related to WARID expressing

their problems and complimenting the WARID networking system or even those criticizing warid

services. When person(mainly customers) call the helpline(321) or the agent available that time,

that agent greets you with your name . The agent even before receiving your call is aware of

the customer all information to handle and provide possible solution to the customer queries.

CRM results in Increased customer satisfaction, More effective marketing,Reduced

direct-marketing costs, Increased sales revenue .

Customer mood analysis is used by WARID which is very effective method to analyse the

issues our Warid customers currently facing.The customer mood anlaysis is also termed as

CALL PURPOSE MONITORING. For Customer relationship management Warid only use

application of TABS.

Analysis of feedback

Warid gets their feedback through their site polls. They track the customers who visit their website and see the

trend of the package they use and obtain the most information about. If they call the help line, the person attending

the call can retrieve all the information about the person calling, thereby the person who receives the call greets

the customer by their name and answers the queries. At that very time he feeds the customers mood in the

computer, what the purpose of the call was complaint and related stuff. So basically all the information gets stored.

For further feedbacks they carry surveys based on 3rd parties. They collect the info from these parties.Then, they

carry out their survey undertaken through messages, calls, forums, etc. Warid relies on its own surveys

asking question from Warid customers mostly asked through msgs from Warid customers monthly, weekly

or yearly depending on the objectives of WARID TELECOM.e.g How you feel about our service? Etc

Furthermore, they launch Campaigns. However, they use the 3rd parties to conduct the surveys mostly,

and the major analysis is done by the third parties as well which after surveys handover the report related

to the responses to WARID which further presented to senior management for the analysis purpose and

effective decision making. Thus helps Warid to improve its services and tries to offer more unique

packages to customers and therefore attracting new customers and retaining existing customers of WARID

Warid's Customer Service division functions on the premise of pleasing and satisfying valuable customers,

resolving their problems and addressing their queries. The Contact Centre is equipped with the latest

technology and its staff is trained to inform, educate and help customers in the best possible way and the

faculty can facilitate its customers queries through not only calls but also fax emails and letters ASAP

which has been mentioned in the website of warid telecom.

Warid Earns Remarkable Brand Repute

Warid Telecom earns remarkable brand repute and customer trust. Aiming to best serve the

Communication needs of people of Pakistan, Warid’s commitment to excellence and unparalleled

network experience makes it uniquely distinguish from all other service providers. Warid also sets the

highest industry standards of customer care that is reflected in a recent report issued on customer

complaints by PTA (Pakistan Telecommunications Authority). The report shows Warid with the lowest

consumer complaints in year 2008-09. It clearly reflects the effective after sales services and level of

customer trust. Setting high standards of service delivery excellence Warid is on course with its expansion

plans with the continuing focused view to extend quality services to its loyal customers. Being recognized

as most reliable cellular service, Warid continues to earn customer trust by setting exemplary standards

of service excellence. Having tremendous progress and remarkable brand reputation Warid Telecom continues to se

benchmarks in the Telecom Industry of Pakistan.

E-mail us your question at customerservice@waridtel.com and we will get right back to you.

Call us

You can call us on 321. Access is free of cost from a Postpaid Number. Where as it costs 60
Paisas per call (Incl. Tax) & additional 60 Paisas (Incl. Tax) for customer service
representative, if accessing from a Prepaid Connection. You can also call us at 111-111-321
from any landline/other mobile number.

Send us a letter

Write to us at P.O. Box 3321, Lahore.

Fax us
Send us a fax at 111-111-322.

For media related queries please contact us:

Phone: 0092 322 – 425 7777

Email: pr@waridtel.com