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UNIVERSITY OF CENTRAL PUNJAB
MANAGENMENT
Final Project Report
Presented to: SIR AMJAD ALI
Presented by:
Momna Zafar L1S09BBAM0004
Amna Azhar L1S09BBAM0127
Maria Riaz L1S09BBAM0126
Adnan Lodhi L1F09MBAM2043
Shoaib Raza L1F09MBAM2056
Khushbakht Mukhtar L1S09BBAM2022
Section: D
Dated:25-01-2010
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ACKNOWLEDGEMENT
We acknowledge our indebtedness To Allah for giving us power, spirit,
and ability and to perform such kind of activity. And then to honorable
professorAMJAD ALIwho in a short time span make us enable and
inspire to do this project. Without his effortful guidance it will be
impossible to do this project. We are thankful to prof.AMJAD ALIwho
gives us this project to apply the concept of management terms that will
polish our abilities, enhance our performance. We are thankful to him to
support us in this project.
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MOB ILINK
Pakistan Mobile Communications Limited, better known as Mobilink GSM,
is a telecommunication service provider in Pakistan. Mobilink's Head office
is located in Kulsum Plaza, Blue Area Islamabad.
Mobilink 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 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.
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MOBILINKS MISSION STATEMENT
To be the leading Telecommunication Services Provider in Pakistan by offering
innovative Communication solutions for our Customers while exceeding
Shareholder value & Employee Expectations
Goals and Objectives
o Expand the business.
o Provide better service to people in the field of telecommunication.
o Retaining the role of a leading telecommunication company.
o Attract maximum customers and satisfy them.
o Excel in meeting customer needs.
o Seek employee involvement, continuous improvement and enhanced
performance goals.
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MOBILINK PRODUCT LINES
Mainly there are four product lines of Mobilink with each having separate target
markets and positioning.
1. Mobilink Indigo
2. Mobilink Jazz
3. Mobilink World
4. Mobilink PCO
Mobilink Indigo
Indigo ignited an evolution in the communication industry redefining
the essence of the post-paid services in Pakistan.
Mobilink Jazz
Jazz is an exciting and energetic offering of Mobilink, targeting
specifically those enthusiastic teenagers, middle class and the youth
market of the country, wishing to enjoy freedom, fun, lower rates and a package that
matches their personality.
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MobilinkWorld
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.
Mobilink PCO
For the first time ever Mobilink has brought Mobilink PCO, a revolution in its own
right that shall surely set apace the way its consumers communicate at the grass root
level. Mobilink PCO is a fixed wireless phone that has special PCO functions
capability.
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LEVELS OF MANAGEMENT
Top Managers
Middle Managers
First-line Managers
Non managerial Employees.
Structure of the organization:
In Mobilink the hierarchy is very lean, in general the whole setup is centralized, all the matters
are to be reported to the main company and all the policies and targets are approved at the higher
level. But at the department level the structure is decentralized.
In our point of view this hybrid org structure this best structure which best suits fast changing
industries especially cellular industry. Because to make work formally done hierarchy should be
there so that people have a head on them to whom they are suppose to report , not only this lower
management a lower non managerial people need leaders or someone to guide and look after
them from higher level. While such industries like cellular industry such people are required who
are creative as the manager told us that In our industry we need creativity, speed, execution,
written communication, attitude, knowledge & skills thats why we prefer new and young talent
thats why we hire fresh graduate each year. so unless and until people dont have freedom to
express their views and purpose new ideas such organization cannot grow , and to support this
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view within each department people should have decision making power and this can be done by
decentralizing.
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MANAGEMENT FUNCTIONS
Managers have to perform several functions in the organization in the same
way in Mobilink telecommunication the functions performed by managers
are as follows:
Management functions in Mobilink:
Mobilink has a very well defined and structured department and its various policies
of keeping each employee productive part of the organization. Employees in the
company are largely committed to their organization and have shown progress in
the company. Employees are satisfied with the management department in
Mobilink The four functions performed by the managers are as follows:
Planning:
At Mobilink, our belief is that "Our people are our greatest asset. Goals are set
by the top level management of the Mobilink and the strategies are the methods or
process required in total or in some combination and after that plans are developed
on the basis of strategies to achieve the goals.
Organizing:
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Giving each subordinate a specific task. Manager decides that which person is
going to perform which work, according to his capability work is assigned to him
and he report to the authorized person according to the job heads which are set by
the top level managers.
Leading:
Mobilink goal is to excel in Telecommunication so thats why employees are
encouraged by the managers through different ways of motivation.
Controlling:
To Check actual performance it is compares with this standard. Managers check
that all activities are performed in planned way and evaluates wheather the
customers are satisfied or not.
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MANAGEMENT ROLES
The term management roles refer to the specific actions or behaviors expected of a
manager.
Management Roles in Mobilink:
Mobilink is the fast growing Telecommunication organization in the world and it
has a large amount of customers interpersonal role is involved because the
managers have their interaction with the customers or employees a manager is the
figurehead for the organization because he has to attend meetings, seminars which
held from time to time and in that conditions he represent his organization he show
his organization values and traditions, he is the also leader because he has the team
to whom he has to lead and achieve the goals accomplished by the organization. He
maintains a liaison with his internal employees and in this way the low level
employees also has the right to give his view. With the help of liaison he remains
in contact with his employees.
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INTERPERSONAL ROLES
The interpersonal roles in mobilink are as follow
LAISON:
The liaison role of mobilink is;
Major link between company and franchisees
Availability of product in centrally one
Profitability of channels
Accomplishment of desired target
Good networking skill
LEADER:
As leader mobilink plays its role as follow
asBlend diverse work force
Collaboration of output
Transfer individual goal to organization
Sort out interpersonal conflicts
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Management of resourcesl
Experience sharing
Polish employees skills
FIGUREHEAD:
As figurehead role mobilink play a vital role that is as follow
Source of inspiration
Representative of company
Decision maker
INFORMATIONAL ROLES:
Basically the manager is the person who control the work of their employees he monitor
employees work , and all other activities he also holds the information which he receive from
high level management after receiving information he check it and decides that it is related to
employees or customers and according to information he select the way to deliver information, if
the information is related to their employees then he convey it to them through seminars,
meetings, or through calls but if the information is relating to the customers then different ways
are used to convey it, they use sign boards, websites, TV advertisements, and pamphlets.
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DECISIONAL ROLES:
Handle critical problems
Improvement of business
Decentralization
Firing of employees based on honesty
ENTERAPRENEUR:
Introduce innovative ideas
Observes latest market trend
Customer satisfaction
Attract larger market share
Risk taker
DISTURBANCE HANDLER:
Handling difficult circumstances
New ways of doing tasks
Maintain stability and calm
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MANAGEMENT SKILLS
Management skills in Mobilink:
Skills are very necessary to do the job effectively Technical skills saves time spent in analysis &
system study, manpower helps in tackling operational issues & Brainstorming, concepts are
basics for new developments
Technical Skills:
person performing any job should have knowledge of processes, techniques and tools of a
specific area like technical issues of engineering, network coverage so that they can understand
problems of customer and provide better customer care services. First line managers who are
directly dealing with the customers use technical skills.
Human Skills:
It involves the ability to interact effectively with people. Person performing this job interact and
cooperate with employees and customers and unless and until they are not social and dont have
good communication skills they cant help their customers. So human skills are equally
important for all managers.
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Conceptual skills:
It Involves the formulation of ideas. Manager should have the bility to understand
abstract relationships, develop ideas, and solve problems creatively to handle the
problems on the spot, to satisfy the customers.
Thus, technical skill deals with things, human skill concerns people, and
conceptual skill has to do with ideas.
MANAGEMENT STYLE
The Marketing Manager told us that they adopt SCIENTIFIC MANAGEMENT in their
organization. They practices scientific management because it is useful or beneficial for the
organization. They use these techniques to determine the individuals capabilities and work
performances. They adopt a unique method that helps them in achieving their goals. . They
carefully select and train the workers; they select only those employees which fulfil the criteria
of the organization like workers who gives the maximum output during the training. He told us
that they corporate with the workers to ensure that the work is done according to the scientific
method that the organization set. Division of work is the key factor in scientific management
which MOBILINK also practices in their organization like each employee have a specific job
and responsibility to perform so that his work may completed effectively and efficiently.
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ORGANIZATIONAL CULTURE
The shared values principles, traditions and ways of doing things that influence the way
organizational members act.
CULTURE OF MOBILINK
We asked from the manager that which culture they have in their Organization. He said that in
telecommunication sector it is the orders of Board of directors that you must have strong culture
in organization. There should be proper check and balance of every employee performance and
no one is allowed to violate company rules.
The culture of Mobilink determines the type ofleadership; communication and dynamics with
the organization. The people working at the head office of Mobilink express their height of
motivation in their attitude and work.
Organizational culture of Mobilink is very strong and some what dynamic. It is people
oriented and team focused. All members are cooperative with each other and follow the
direction of head office.
Socialization and Mobilink:
Mobilink believes in playing the active role for the community & society and give charities each
year to the people.
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Motivational plans of employees:
Mobilink motivates its employees by using management by objectives, employee
informational plans, employees involvement plans, variable pay programs and skill based
plans.
Organizational structure:
The organizational structure is very flexible, open and there is not any bureaucratic environment
exist. Every employee has the right to give his/ her suggestions in the meeting. They are allowed
ton interrupt the manager if it will cause problem for the organization. Mobilinks structure is to
build coordination between employees and management to create the conductive environment.
STRONG CULTURE
The manager said that we made lots of efforts to make the strong culture in 2010.AStrong culture
will have great influence on moblink employees because high degree of sharpness. Our
Employees are well aware of company shared values, history, and stories of achievers. And
identify with their culture. The senior employees plays very important role to promote the strong
culture. He told us that Moblink is the leader of market and earning good revenues. For example
in Moblink Call centre, has developed one of the strong cultures in country.
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ENVIRONMENT
There are two main environments in an organization.
SPECIFIC ENVIRONMENT GENERAL ENVIRONMENT
SPECFIC ENVIRONMENT
The specific environment includes those external forces that have a direct impact on manager s
decisions and actions, and are directly relevant to the achievement of the organizational goals.
CUSTOMERS
Customers are very important for the organization because customers are the main source of
organizations profit. Organization exists to meet the need of customers. In mobilink they offer
different packages to gain costumer attraction. It provide service to pre and post purchase to
ensure costumer expectation are exceded.If customers become dissatisfied with the organization
performance it will really affect the organization.
COMPETITORS
Every organization has one or more competitors. Competitors analysis and monitoring is
crucial if an organization is to maintain its position within the market. As moblink is a market
leader it faces a very strong competition. In Pakistan its main competitor is TELENOR which
offer almost equally services as it. Beside this it have competitions with Ufone, Warid or Zong.
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GENERAL ENVIRONMENT
In general environment there is broad external conditions that may affect the organization.
POLITICAL CONDOTION
He told us that political condition has a great affect in their organization because when
government changes it really affects on the organization and when government changes the tax
rate every year it had a big affect on IT SECTOR. In 2008 Government charges Taxes as 13.5%
But in 2009 it charges 19.5%Taxes. That has adverse effect on company revenues.
DEMOGRAPHIC CONDITIONS
Demographic condition are physical characteristics of population like age, gender, level of
education ,income , family composition etc .These demographic conditions also effect
organization .changes in these characteristics have a great impact on managers job .Manager s
job like planning, leading, controlling etc.
ECONOMIC CONDITION
The manager told us that inflation, interest rates, stock market fluctuation etc these are some
factors which can affect management practices in their organization.
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GLOBAL
The globalization is one of the major factor affecting managers and organizations. Organizations
are challenged by an increasing number of competitors in whole world.
TECHNOLOGICAL
The technology has a great affect on organization. We live in the time of technological changes.
The MOBILIK TELECOM is providing Multi Media Messaging Services,(MMS),General
Packet Radio Service (GPRS) ,Virtual Private Network(VPN),Conferencing Calling, Pocket
Stocks, Wallpapers Animated Pictures, Polyphonic Ring Tones, and Voice Mail at lower rate
than its competitors.
GOALS OF MOBILINK
Goals of Mobilink are to:
Expand the business.
Provide better service to people in the field of telecommunication.
Retaining the role of a leading telecommunication company.
Attract maximum customers and satisfy them.
Excel in meeting customer needs.
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Seek employee involvement, continuous improvement and enhanced performance goals.
GOAL FORMULATION
A Goal is a desired future state that the organization attempts to realize.
During goal formulation, the top management of Mobilink consider the following characteristics
to make goals effective.
Specific and measurable.
Cover key result areas.
Challenging but realistic.
Define time period.
Link to rewards.
The Strategic Goal of Mobilink is:-
To become the largest broadband services provider in Pakistan.
Yes, they are exactly the same and we are proud of it. As Stated Goals are official statements of
what an organization says what it wants it stake holders to believe, its goals are. They are found
in an organization`s charter, annual report, announcements or public statements made by
manager.
SPECIFICITY OF PLANNING
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It depends upon the type of the project. Mostly it is directional, a manager gives employees a
direction and they have to perform their duties efficiently and effectively using their own
resources. But there are some tasks in which a manager explains a specific way/route to
employees to perform that project.
STRATEGIC PLANS OF MOBILINK
Identifying and documenting timeframes, milestones and business case.
Integration with new or existing marketing and media activities.
Legal and compliance issues.
Strategic partners and distribution channels.
FORMAL PLANNING OR INFORMAL PLANNING
Formal Planning is done in Mobilink. As they are the leader in the telecom sector every project
which is assigned to the employees is totally written. Direction is given to the employees for
better outcomes; time boundaries are also given in start of the project.
PLANNING TIME HORIZONS:-
Organizational goals and plans are associated with specific time horizons. The time horizons are
long term and short term. Long term planning includes strategic goals and plans and may extent
as far as five years into the future. Short term planning includes operational goals for specific
departments and individuals and has a time horizon of one year or less.
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MOBILINK set their long term plans as well as short term, which leads towards effective
accomplishment of goals on time.
PLANNING APPROACH:-
The process of planning is changing. Traditionally, strategy and planning has been the domain of
top managers. However, in the learning organization, top managers no longer control the
planning process; everyone becomes involved. In some organizations, planning is being taken
out of the executive boardroom and central planning department to become a part of everyday
work throughout the organization.
In MOBILINK, top executives trust the managers at each business to set their own goals, finding
that they often set far more ambitious ones than the top brass would expect.
CHAIN IN ORGANIZATION
Yes, there is a MEANS-END CHAIN in which the accomplishment of goals at one level serves
as the means for achieving the goals, or ends, at the next level.
MBO PROCESS
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Yes I also focus on Management by Objective in which I use goals to evaluate employee
performance. There is day by day evaluation in our organization by all levels of management so
that we can fully focus on our long term and short term goals. Most of our goals are short terms.
DECISION MAKING PROCESS IN MOBILINK
Mobilink has the wide network in Pakistan and distribute its services to the customers. While
handling the management, it comes across some problems that are needed to be solved. For this
purpose Mobilink has designed activities and forms that are applied in decision making process.
Mobilink usually go with Rationally Decision Making process while dealing with suppliers in
the market.
Example:
In 2002 while signing the contract of Broadcom a leading supplier of chip sets and reference designs for
mobile phones, PDAs and cellular modem cards, Mobilink undergoes all the steps that are involved in rational
decision making process and after analyzing all situations it signed the contract. Beside it, all financial decisions are
rational in Mobilink.
Types of problems in Mobilink:
Mobilink in daily routine faces two types of problems that are
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1. Structured problems
In Mobilink as a center manager, manager came across to the customers directly and tries to
solve their issues as per the rule, policies and procedures that are defined and set by the
Mobilink.
In daily routine they deal many customers that are having some issues like signals, networking,
wrong calls, sim deactivation, card recharging, confirming their sims on their own name as per
PTA requirement etc. So these are some issues that are very common and deal it through the
guided way of Mobilink.
RULE:
For example that if any customer has lost his/her sim and wants to deactivate it theRuleis that
the person who is the owner of sim or the person whose name is registered by that sim come
along NIC and give information that is needed, then it would be deactivated.
PROCEDURE:
Procedure for this problem is that franchise of the Mobilink refers the customer to authorized
authority or the headquarter.
POLICY:
As far as the policy is concerned, in Mobilink its the policy that any employee cannot wear
casual shoes during working timings in office. One policy of CSR is that the call should not be
exceeded to 3 minutes time.
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2. Unstructured problems
Those problems that are very uncertain & need vigilant and more customized action, refer to the
franchise director that use his decision making abilities or forward it to the headquarters so that
solution could be more decisive and urgent.
Example:
In Mobilink this case was come as once our whole network was disturbed and our customers
were claimed that balance or credits are not transferring to their Sims, this was an unstructured
problem. In this situation the problem was occurred due to miscellaneous in our networking.
Some technical mishap was occurred, so we refer this problem to technician department that find
out the solution for it.
Conditions of Decision Making
In Mobilink, decision making conditions are whether at Risk, Certain and Uncertain mostly.
Example of certainty:
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While signing the contract with Broadcom supplier it was very certain decisionbecause they have good
enough information about them and outcome was known.
Example of risk:
When Mobilink launch any new product or new package it always a risky process and decision for it. For example
the introducing the Mobilink PCO was a risky decision.
Example of uncertainty:
Decisions in Uncertain conditions are very bad for any organization because it can be failed and
effect the overall performance of organization. In the case of Mobilink, managers are trained to
use the Maxi-Max approach for doing decisions in uncertainty.
OPERATIONAL GOALS:
1. To increase and stabilize market share
2. To have the larger subscriber base in Pakistan
3. Employee development
Mobilink in Global perspective:
Mobilink is a subsidiary of ORASCOM Telecom, the Egypt Company. Orascom Telecom, which
was established in 1998, operates six mobile networks with a combined total of 77 million
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subscribers, including Djezzy in Algeria, Mobilink in Pakistan, Mobinil in Egypt, Tunisiana in
Tunisia, Banglalink in Bangladesh, and Telecel Zimbabwe in Zimbabwe. Mobilink being the
service business uses the franchises title for its business expansion.
Mobilink uses the POLYCENTRIC ATTITUDE for providing services and managing its
strategic business. It is control by the host country. Mobilink is originally the subsidiary of
Orascom in the Pakistan and is maintained according to Pakistans managemen
FUNCTIONAL LEVEL STRATEGY
By analyzing the threats of new entrance in the market, mobilink make new corporate level
strategy to establish and maintain its position.
o It focus on international growth
o It does promotional compaign .
o It offers the customers variety of deals
Example:
Mobilink-AVIS partnership: Mobilink joined hands with AVIS to offer discounted car rental
rates(locally& internationally) to all mobilink postpaid customers.
BUSINESS LEVEL STRATEGY
Mobilink focused on differentiation strategy ever since it started. It promote its products by
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o Advertising
o Distinctive product features
Example:
Value added services, online bill paying facility
And mobilink is using differentiation strategy and it is targeting those market who are not
concerned with price and always demand &good quality.
STRATEGIC MANAGEMENT
Purposes of strategic Management
1. Involved many decisions that managers make.
2. Companies with formal strategic management systems have higher financial
returns than companies with no such systems.
3. Important in profit and non-profit organizations.
it is very important to run an organization. Because it involves many decisions that
manager make and because of strategic management, companies have higher
financial returns.
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SWOT ANALYSIS:
STRENGTH OF MOBILINK:
Mobilink is the acknowledged market leader in all of the companies of its kind
The number of customers is more as compared to any mobile service provider in
Pakistan.
Large no of corporate customers.
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The network service of mobilink is distributed over wide range.
It has adequate financial resources.
WEAKNESS OF MOBILINK:
Network problem is the biggest weakness for Mobilink foe which it faces major criticism
or complaints.
The company is also vulnerable in postpaid debts.
Mobilink provide costly services to its customers as compared to other.
Customer service centre is not providing good quality services.
OPPORTUNITES OF MOBILINK:
Majority of population of Pakistan is mobile user. Mobilink has the opportunity to
expand its business over large number of people.
Mobilink can expand its target market and enter new market segments.
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THREATS OF MOBILINK:
There is too much competition.
Other companies can offer packages in a better way
Current price war may reach at a position where only brand name survive
Due to expensive quality of service now a days customers can shift to other companies
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MOBILINK BCG MATRIX
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Mobilink
Jazz
Jazz -1,
Jazz ladies
Jazz
budget
Post paid
connectio
n.
No product of
mobilink lies
in dog stage
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