Mobilink Internship doc

Internship Report (2009) Internship Report Master Business Administration Program

Name: Shahid Mehmood Registration No: 07-Arid-445 Specialization: Finance Telephone: 0301-8550301 E-Mail: [email protected]

Organization Name:P.M.C.L Ltd(Mobilink)

Telephone Number: +92-51-2817551 Fax Number: +92-51-2817553 Postal Address: Mobilink House 1- A, Kohistan Road, F-8 Markaz, Islamabad Pakistan.

Supervisor Name:Mr.Mohsin Azam Telephone Number:0300-8525025

Start Date of Internship: 22 Aug, 2008 End Date of Internship: 07 Oct, 2008 Report Date: 23 Feb 2009

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Evaluation Shahid Mehmood Completed Internship at

Mobilink Internship report submission for the Final Evaluation in Partial Fulfillment of the requirements for the Degree of

Master Business Administration It is certified that, the internship report and the work contained in it conforms to all the standards set by the institute for the evaluation of any such work.

1. ____________________________________

2. ____________________________________

3. ____________________________________

4. ____________________________________

University Institute of Management Sciences University of Arid Agriculture, Rawalpindi. (2009)

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TABLE OF CONTENTS Page

TABLE OF CONTENTS TABLE OF CONTENTS ACKNOWLEDGEMENT I DEDICATION II III EXECUTIVE SUMMARY CHAPTERS IVCHAPTERS Page No 1&2 ABOUT THE ORGANIZATION

Page No

1 1.1

Orascom Telecom 1.2 1.3

7 About Mobilink

8

Organization Hierarchy

9

Mobilink's Vision 9 Mobilink's values 10 Management 11 Products and Services 13 1.8 Achievements 18 1.9 Network 19 2.0 Corporate Social Responsibility 20 2.1 SWOT Analysis 22 3 AREA OF MY WORK AT MOBILINK(Finance Department) 1.4 1.5 1.6 1.7

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3.1 3.2 3.3 3.4 3.5 3.6

Finance Department Hierarchy 25 Commission Payment 26 Movement Record of Blackberry Handsets 26 Process of Vendors Bills (Phoenix) 26 Processing of refund Cheques 13 Preparation of Reports Regarding Paymentof Tax 27

3

27

4 CONCLUSION AND RECOMMENDATIONS 18 4.1 4.2

Conclusion 18 Recommendations

28 29

Acknowledgement

All the praise is for Allah, the most merciful and beneficent, who blessed me with the knowledge, gave me the courage and allowed me to accomplish this task. I am especially indebted to all my teachers for instilling in me enough knowledge to be able to carry myself efficiently during my internship. Secondly, I am bound to thank all the staff of Mobilink, especially Mr Faizan (Commission officer Associate 1),Mr Mohsin Azm(Coordinator and Associate 1),Miss Asma and Mr Afsar Ali( Tax Officer and Associate 2), Mr Sardar Imran(Associate 1)and especially Mr. Anees (Manager and Field Operation’s Head) In particular their inspiring guidance, remarkable suggestions, constant encouragement, keen interest, constructive criticism and friendly discussion help me to learn and enabled me to complete this report efficiently.

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Dedication I dedicate this report to my parents and friends in recognition of their worth and to my teachers who are the guiding force for me and it is their effort and hard work that showed me the path of success and prosperity which would be there for me for the rest of my life. My thanks to all those who have generously contributed their theoretical knowledge to this report including my teachers. Without their understanding and support, completion of this work would not have been possible. I hope people find this report useful and the subject matter adds to their knowledge. “Keep your dreams alive. Understand to achieve anything requires faith and belief in yourself, vision, hard work, determination, and dedication. Remember all things are possible for those who believe.” Merlin Olsen

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Executive Summary Internship was my first step in practical life, through which I learnt a lot and it has aided me in being well equipped with valuable experience that would help me once I enter the professional life after the completion of my studies. During the month of Aug and Oct 2007, I worked in Mobilink GSM as an internee. My association with this company was being a part of the Finance Department. It was a great experience for me and it helped me in realizing where my potential lies. What I learnt at Mobilink over the weeks was how to get along with the people that I have to work with everyday, building confidence and improving my skills. This internship has also prepared me for my future career in Finance so this internship has helped me a great deal. The experience has taught me responsibility, teamwork and how to handle problems occurring. Even though the nature of work was quite basic as an internee, nevertheless I got to see what practical life is. This internship overall has been a great experience. This report gives a profile of Mobilink and an insight into the Finance department where I was assigned to work. This report also reflects my learning and experiences at Mobilink along with my responsibilities and the tasks that I performed. Last part of the report consists of some recommendations and suggestions that I have given.

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1.1Orascom Telecom

Orascom Telecom Holding S.A.E. ("Orascom Telecom") or ("OTH") it was established in 1998 and has grown to become a major player in the telecommunication market. OTH is considered among the largest and most diversified network operators in the Middle East, Africa, and South Asia, and has acquired in early 2008 a license to operate mobile

services

in

North

Korea.

Orascom

Telecom

is

a

leading

mobile

telecommunications company operating in six emerging markets having a population under license of 430 million with an average penetration of mobile telephony across all markets of approximately 40%. OTH operates GSM networks in Algeria (Djezzy), Pakistan (Mobilink), Egypt (Mobinil), Tunisia (Tunisiana), Bangladesh (Banglalink) and Zimbabwe (Telecel Zimbabwe). OTH had exceeded 74 million subscribers as of March 2008.

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In Pakistan, the Pakistan Mobile communications Ltd (“Mobilink”) started its operations in 1994 and, until early 2001, had a market share of 40%. In April 2001, OTH took over management control of the company. As the market leader, Mobilink serves more than 31.5 million subscribers, representing a market share of 38.5% (as of March 2008).

OTH has positioned itself as a leader in the region for its diverse GSM operations with various GSM support and Internet operations. One of OTH's main strategies is to create its own non- GSM subsidiaries to act as a backbone of support for its regional GSM operations. OTH has achieved this by dedicating financial, technical and management resources for supporting its subsidiaries. This includes network support and installation of GSM operations, equipment procurement, handset procurement and distribution companies, Value Added Services, and Internet operations. OTH is dedicated to providing the best quality services to its customers, value to shareholders and a dynamic working environment

for

its

more

than

15,000

employees.

OTH established a strong presence in the GSM Association (the world's leading wireless industry representative body) only five years after its inception. OTH's Chairman and CEO, Mr. Naguib Sawiris, was selected to join the GSM Association's CEO Board in 2002. OTH's stocks are traded on the Cairo and Alexandria Stock Exchange (CASE), (under the symbol ORTE.CA, ORAT EY) and on the London Stock Exchange (where its GDR is traded under the symbol ORTEq.L, OTLD LI). OTH is dedicated to provide the best quality services to its customers, value to shareholders, and a dynamic working environment for its more than 15,000 employees.

1.2About Mobilink Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in 1994, and has become the market leader both in terms of growth as well as having the largest customer subscriber base in Pakistan - a base of over 28 million and growing. We pride 8

ourselves on being the first cellular service provider to operate on a 100% digital GSM technology in Pakistan that also provides state-of-the-art communication solutions to its customers. Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse group of people, from individuals to businessmen to corporate and multinationals. To achieve this objective, we offer both postpaid (Indigo) and prepaid (JAZZ) solutions to our customers. Compared to our competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest brands of their kind in the Pakistan cellular industry. In addition to providing advanced voice communication services that makes the lives of millions that much easy, we also offer a host of value-added-services to our prized customers. At the same time, Mobilink places high importance to its coverage, which is why we cover you in 10,000+ cities and towns nationwide as well as over 130 countries on international roaming service. In other words, we speak your language, everywhere.

1.3Organization Hierarchy

C.E.O Rashid Khan

C.I.O Tariq Rashid

HRM C.E.O Ali Raza Mehdi

Marketing C.E.O Bilal Munir

1.4Mobilink's Vision

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C.F.O Tariq Shafiq

C.T.O Ramy Reyad

"To be the leading Telecommunication Services Provider in Pakistan by offering innovative Communication solutions for our Customers while exceeding Shareholder value & Employee Expectations"

1.5Mobilink's Values  Total Customer Satisfaction Customers are at the heart of our success. They have placed their trust and confidence in us. In return, we strive to anticipate their needs and deliver service, quality and value beyond their expectations.

 Business Excellence We strive for excellence in all that we do. We aspire to the highest standards and raise the bar for ourselves everyday. This commitment to delivering world-class quality translates into unmatched service and value for our customers and all stakeholders.

 Trust & Integrity At Mobilink, we take pride in practicing the highest ethical standards in an open and honest environment, and by honoring our commitments. We take personal responsibility for our actions, and treat everyone fairly, and with trust and respect.

 Respect for People Our relationships drive our business. We respect and esteem our employees and all stakeholders. We believe in teamwork, empowerment and honor.

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1.6Management

Rashid Khan

President and CEO

Tariq Rashid

Chief Information Officer

Ali Raza Mehdi

Vice President Human Resources, Administration & Security

Irfan Akram

Vice President Sales

Bilal Munir Sheikh

Vice President Marketing

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Mustafa Peracha

Vice President Customer Services

Naeem Zamindar

Vice President & Head of Broadband, Business Division

Agha Qasim

Vice President Corporate Affairs

Ramy Reyad Kamel

Chief Technical Officer

Mr. Aamir Ibrahim

Vice President/ Chief Strategy Officer

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1.7Products and Services  Mobilink Jazz  Mobilink indigo  Mobilink PCO  Sub Products of Mobilink Indigo Jazz One One network, one nation, one rate … one brand, Jazz! Introducing Jazz One, which proves that it pays to be part of the biggest network in Pakistan. Based on the premise of simplicity, Jazz One truly brings our promise of freedom to life. The freedom to call anyone, anytime, anywhere at the lowest rates ever. With this astoundingly low on-net rate of Rs. 1/min Jazz One now allows you to make 28 million Mobilink numbers your Friends and Family. Jazz One Tariffs

Every Mobilink Number is your Friends & Family number Details

Rates

Calls to any Mobilink number

Rs. 1.00 / minute

Calls to all mobile networks & Landline numbers in Pakistan

Rs. 1.60 / minute

SMS (to Mobilink)

Rs. 1.0 / SMS

SMS (to other networks/landline)

Rs. 1.5 / SMS

Jazz budget Jazz budget is now more powerful than ever with an amazing package, and a completely fresh look! Offering remarkable rates and package features, it is the best way to stay in touch with millions of Mobilink family members in Pakistan. Jazz Budget Tariffs Details

Rates

Calls to any Mobilink number

Rs. 0.68 / 30 seconds


Rs. 0.68 / 30 seconds

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SMS (Jazz to Mobilink)

Rs. 1.0 / SMS

SMS (Jazz to other networks)

Rs. 1.0 / SMS

Bolo SMS Outgoing (Mobilink)

Rs. 2 + tax per 2 IVR minutes

Bolo SMS Outgoing (Any other network)


Bolo SMS Receiving directly

Free

Bolo SMS Receiving later

Rs. 1 + tax per 2 IVR minutes (this is available for Mobilink subscribers only)

MMS Outgoing per 50 KB (Rs.)

6

MMS Receiving (Rs.)

Free

GPRS Rate per MB (Rs.)

18

Jazz Easy Welcome to the world of Jazz Easy, the most affordable package that provides access to the best rates to call across Pakistan. Jazz Easy customers can not only 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 Easy Tariffs Details

Rates

Calls to any 3 Friends & Family Mobilink numbers* Rs. 0.99 / min Calls to any Mobilink Number

Rs. 2.10 / min


Rs. 2.50 / min

F&F Numbers Offered

3 (Three)

SMS (Jazz to Mobilink)

Rs. 1.0 / SMS

SMS (Jazz to other networks)

Rs. 1.5 / SMS






Free


Rs. 1 + tax per 2 IVR minutes ( for Mobilink subscribers only)


6

MMS Receiving (Rs.)

Free


18

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Jazz Ladies First For the first time ever, a package designed especially for ladies – Jazz Ladies First is your command on the very best. From sizzling recipes to tips on looking your best are all an SMS away. Remarkably low calls rates. Women around the globe love to talk for hours on end, and Jazz understands this need to the fullest, thus introducing its brand new revolutionary offer, where you can talk for as low as Rs. 5 / hour! This enticing new offer is surely every woman's dream come true, bringing forth a product that will now satiate their desire to talk more and more for hours. For us.. your comfort always comes first! Jazz Ladies First Tariffs Details

Rates

Calls to Any Mobilink number (11pm - 7am)

Rs. 5.00 / hour (1,2)

Calls to Any Mobilink number ( 3pm-6pm )

Rs. 1.50 / min

Calls to Any Mobilink number (1st Minute)

Rs. 2.50 / min

Calls to Any Mobilink number (2nd minute onwards)

Rs. 1.50 / min


Rs. 2.50 / min

SMS based Value Added Services Subscription

Rs. 30 / month

SMS (Push based Value Added Services)

Rs. 2.00 / SMS

SMS - Any mobilink number

Rs. 1.00 / SMS

SMS - Any other network

Rs. 1.50 / SMS






Free


Rs. 1 + tax per 2 IVR minutes (this is available for Mobilink subscribers only)


6

MMS Receiving (Rs.)

Free


18

Jazz octane

15

The hot new package from mobilink jazz, is customized to meet the needs of the highly dynamic and energetic urban youth of Pakistan. The package entitles you to our lowest sms rates, lower night rates, and the coolest rates for three favourite numbers.

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 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. 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. Further more it offers

 Freedom unlimited basic (fub)  Freedom unlimited premium (fup)  Indigo talk fiesta 6 & 12 months

Mobilink PCO For the first time ever Mobilink brings Mobilink PCO, a revolution in its own right that shall surely set apace the way our consumers communicate at the grass root level. Mobilink PCO is a fixed wireless phone that has special PCO functions capability. It consists of two LCD's that helps customers to keep a tap on the duration and the costing

of

the

calls

they

make.

This latest venture from Mobilink is aimed at bringing prosperity and happiness for all the people throughout Pakistan. It's a complete self-employment solution for the people

of

Pakistan,

fulfilling

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their

dreams

and

aspirations.

Mobilink PCO does not only give its consumers higher returns on a very low investment but it will also create a world of better prospects in terms of a consistent source

of

income

for

them.

Wherever you are, throughout Pakistan whether the remotest deserts of Sindh or the spectacular peaks up north expect unparallel coverage from your Mobilink PCO. With this unit you shall experience even higher returns even though the investment in terms of capital is very minimal. Mobilink PCO is a world of opportunities within its self.

Sub Products of Mobilink Indigo Blackberry Mobilink Blackberry: Blackberry is the leading wireless enterprise solution offered by Research in Motion Ltd. (RIM) that keeps mobile professionals connected to people and information while on the go. It is a proven platform that provides users around the world with secure, wireless access to a full suite of business applications.

It includes     

Email Phone SMS Web Organizer Features

BlackBerry™ solution comes with a Mobile phone, which allows you to get instant emails on your Blackberry™ handheld. This is a push-based e-mail solution where access is available to your information while roaming nationally and internationally in selected locations. These emails can either be personal or official. BlackBerry™ also allows you surf the internet.

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1.8Achievements  ISO 9002 Quality Management System Certification for Billing, Engineering Departments and CS Contact Center

 Implementation of a full Intelligent Network (IN) platform from Siemens for the Prepaid platform

 Largest Call Center in Pakistan, which is there to assist the customers 24 hours

 Only cellular service in Pakistan to provide coverage on the M2 motorway

 Bilateral roaming in over 130 countries around the world with true international roaming with over 300 operators across the globe

 First mobile operator in Pakistan to offer extensive GPRS Roaming and Blackberry Roaming services

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 MOBILINK GSM's Short Message Service Center allows Vehicle Tracking and Fleet Management services that are being provided by Trakker (Pvt.) Ltd., under the brand name of C-Track, a company licensed by Pakistan Telecom Authority (PTA). Trakker currently operates from Karachi but can provide these facilities at all those locations where GSM coverage is available.

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1.9Network

During the last 14 years, Mobilink has set up one of the largest cellular networks in the country. Currently, we are covering more than 10,000+ cities and towns. This has involved an investment in the company of more than US$ 1 Billion. We have 66 Switches and more than 6,300 cell sites and the number keeps growing at a rapid pace. We also have deployed around 5,000 km of optical cable.

Years of Business

14

Cities

10,000+

Investment

USD 1 Billion+

Switches

70+

Cell Sites

7,000+

Optical Cable Deployment

5,000 KM

Switches

Nokia-Siemens, Alcatel, Huawei

Radio Base Stations

Motorola and Alcatel.

Intelligent Networks

Siemens

Microwave Equipment

NEC and Alcatel

Operating Frequency

900/1800 MHz

SMSC

Logica CMG

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2.0Corporate Social Responsibility

Mobilink believes in playing an active role in supporting the community and social development of Pakistan. Our Corporate Social Responsibility goes beyond 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. 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.

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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.

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.

During the devastating earthquake that struck Areas of Pakistan, Mobilink was amongst the first to respond to the crisis.

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2.1SWOT Analysis (Strength Weaknesses Opportunities Threads)  Strengths

 Franchise of Orascom, a well Known Egyptian telecom company is considered very strong and reliable.

 Being the oldest international telecom company, Mobilink has captured most of the potential customers by penetrating in the early stages of market development.(Now 28million)

 Covering over 10,000 cities, towns and villages across the Pakistan.

 First operator to introduce IR for the people of Pakistan. Currently our network covers more then 100 countries across the globe with over 300 roaming partners.

 Human resources are considered as the asset of the organization.

 Marketing strategies of Mobilink are more effective and more captivating than any of its competitors present in Pakistan.

 Ventures with well-known banks like MCB, Citibank for Mobilink banking etc.

 A very strong brand image

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 Weaknesses

 Instead of all its strength still considered to be the most expensive telecom company both in call rates and SMS as compared to the its competitors.  Engineering department of Mobilink is not that well competent as compared to its new competitors.

 With first expending customer based customer care facilities need to be expended simultaneously for customer retention along side switch capacity networks coverage.

 Opportunities

 Potential opportunity is there as telecommunication has become the need of people all around the world.  The fourth expend its networks in the areas where other network have been unable to reach.  To bring in more innovative services like Mobilink PCO, Mobile banking lost /stolen phone information etc. this can be done by hiring fresh and competitive staff.  Services in the future can be



Fixed line Telephone



Wireless



Calling Cards

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 Threats

 Biggest threats are the new competitors like Telenor who recently entered in telecom market of Pakistan.

 Employees retention is also issue of concern for Mobilink as most of the employees get attracted by the more handsome salary paid by recently happenings multi-nationals

 Loss of loyal customer can be one of the issues as they are moving toward the less expenses package of competitors.

Direct

Indirect

Ufone

PTCL

Telenor

Calling Cards

Warid

Wireless

Paktel

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Area of My Work and Experience

3.1Finance Department Hierarchy

H.O.D

PLANNIG& DEVELOPM ENT WING

FIELD OPERATION

RECONCILI-ATION

WING

SYSTEM REVIEW WING

During my six weeks of internship I performed many duties which added to my experience and learning. All the tasks that I executed gave me a sense of responsibility.

Sometimes there was too much responsibility on me, too

much burden was there. At times things were slow, yet I wanted to work more. Following tasks and duties were performed by me during my Internship:

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Field Operations In the Field Operations of Finance department I earned a great experience and learnt a lot of skills which will be very helpful in coming future career.

3.2Commission Payment With the help of Mr. Faizan A2 Commission Officer. What I have learnt with him is he was responsible for commission payment. Commission is paid on the sale of post-paid and Prepaid Sims to the franchises all over the country. Commission on prepaid Sims is paid in lump sum while commission on the postpaid Sim is paid and adjusted in three installments. Commission is paid to B.D.O’S (Business Development Officer Out Source Employees of the Mobilink usually on contract), to agencies and the employees who collect due bill from the post paid customers and direct commission is paid to the employees of the Mobilink for sale of Sims and the cards. Commission policy keeps on changing and new commission charges are calculated on the basis on new commission policy which is formulated by the sales manager.

3.3Movement Record of Blackberry Handsets Mobilink offers the business cell phone blackberry for the convince of customer. I maintain the record of blackberry received in the main business centre (Lahore) issued to the different regional centers transfer-in, transfer-out and sales of handsets. In the head quarter Mobilink maintain the record of movement of blackberry of all business center and regional centers wise movements on the daily bases and MTD (month to date) bases. If any error was found it would be corrected by comparing the record received from the business and regional centers and record being maintained in the head office.

3.4Process of Vendors Bills (Phoenix) Phoenix provides the cash carrying services for the Mobilink in all over the country. Phoenix sent its monthly bills due to Mobilink for payment. After receiving bills these are compared with the bills records maintained by the 27

Mobilink and if any discrepancy being found in these are rectified according to the negotiated terms and conditions being mentioned on the contracts between the Phoenix and Mobilink.

3.5Processing of refund Cheques The customers who have the Indigo (postpaid) connections when they temporarily or permanently want to closed their accounts they file the application for refund of their security deposits. After receiving the request from the customers, I have entered the relevant information in the Oracle data base and printed the Cheques, then after processing the Cheques I have mailed the no objection request with their Cheques to their relevant destinations (Franchises).

3.6Preparation of Reports Regarding Payment of Tax Mobilink basically pays three types of tax:o Customer tax or advance tax o Sales tax o Activation tax

Customer Tax and Advance Tax It’s a tax type in which the Mobilink deducts the tax from the customer in advance and pay this tax to government.

Sales Tax The tax which Mobilink pays to the government on the sale of its products (Sims Cards, Easy loads).

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Activation Tax The Mobilink pays that tax only when Sim is activated after purchase.

 I have prepared reports for the tax charges calculation and then compared it with the tax due bills being sent by the government. If error is found it is being informed and corrected, and if error not found it is sent to the superiors.

Conclusion Mobilink is a place where one can live his dreams and pursue a career that reflects his skills and passions. People in Mobilink give flexibility for change, the opportunity to learn, and providing career options with endless possibilities This report is about mobilink Pakistan the leading telecom company in Pakistan. The methodological working and skill based areas of service-oriented organization. In that course I was given an orientation on the particular attributes and working of all the various segments especially of finance department. Mobilink

is the leading telecom

company in Pakistan and their various policies. And procedures have enabled them to reach to the top. In the end we would like to conclude that this course of internship has helped me a lot In understanding the main concept of practical life and has also provided us with The knowledge that would be helpful for the future.

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Recommendations

Although Mobilink is the leading share holder of its category and till the time they emerged in Pakistan they have been doing every thing right .but still their can be a few recommendation which feel they should consider.

 Reconsider their rates The policy makers of mobilink should reconsider their call and sms ratesAs they are no more a monopoly in the country now they are to face competition, which by no regard is easy.

 Step for retention of the customers Human being are prone to experiment; same is the case here as more telecom companies are entering the competition people are moving more towards them. so for the skew of retaining their customer mobilink should become more dynamic by introducing new and more customer friendly packages.

 Mobilink should work on network improvement  Mobilink should attract maximum customers and satisfy them.

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Mobilink Internship doc

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