Warid.docx

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%).

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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 will deliver it to you.

Enjoy a Prepaid Convenience ! Get your 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 rates on Numbers of your Friends and Family.

Unbilled Summary Unbilled Details Call Details

Get Automatic handset settings

Web-to-SMS

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

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

Warid provides to you online assistance .

Now keep in touch with your business matters on your Warid phone where ever 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 Services.

Activate Attractive caller tunes on your number ,Click here for colorful library of songs of Hollywood, Bollywood, Classic, Pakistani, Islamic etc .

Call center Email

The Warid New Look o

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

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

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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.

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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

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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:     

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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.

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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 [email protected] 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: [email protected]