Topic: Computer Programming Usage Analysis in Warid

Telecom.

Submitted To:

Abureza Mohammad Muzareba Lecturer

Department of Marketing, University of Dhaka

Submitted By: Shining Stars Group Members:

Khan Md. Naimul Hossen Md. Rasel Wan Nie Md. Al-Noman Mousumi Paul Tasnim Motaleb Roll#106 Roll# 64 Roll#160 Roll#168 Roll#114 Roll#88

Date of Submission: 30th October, 2010.

Letter of Transmission
1

Date: 30-11-2010 To, Abureza Md. Muzareba Lecturer, Department Of Marketing University Of Dhaka Subject: Submission of Term-paper Sir, It is our pleasure to submit the term-paper on Computer Programming Usage Analysis in Business. We have enjoyed preparing this paper which enriched our knowledge of the theoretical concept. We tried to reflect the practical operational aspects of the organization which is complementary to the theoretical lessons. If you need any further information to evaluate the term-paper, it would be our immense pleasure to furnish you the same.

Sincerely yours . Group: Shinning Stars Roll no: 64-88-106-114-160-168 BBA 16th Batch (Marketing) University Of Dhaka

Acknowledgement
At first our heartiest thanks to God for allowing us to prepare our term-paper. And in the same time we would like to express our sincere gratitude and cordial thanks to our honorable teacher Abureza Md. Muzareba for his constant supervision, moral support, valuable instructions and helpful advice during the course of studies and research work. We also express our warm gratitude and cordial thanks to another supervisor Dewan Hamid, Manager of Quality Assurance, Customer Service under the guidance of Jafri Shamim, Manager, Customer Service, Warid Telecom International and for his kind prior permission and introducing us to different sections where we received generous helps. His direction, critical comments, criticism, generous patience greatly helped us to carry on the work and give it a final shape. And last but not the least our heartiest thanks and deepest gratitude to our parents and family members for their long encouragement, patience, sacrifice and tolerance showed to us during our study period.

Executive Summery
WARID TELECOM takes pride in being backed by the Abu Dhabi Group. The Dhabi Group is a multinational company based in the UAE, which owns and operates a wide range of business concerns that are spread across 3 different continents. It has a diversified business interest in the institutions that have enjoyed commercial success as a result of its strong financial resources and extensive management expertise. Warid Telecom is currently operational in Bangladesh and Pakistan, Uganda & Congo. Within the markets Warid is already operating, it has quickly developed a large customer base and established itself as one of the leaders of telecom service sector. WARID TELECOM is a private limited registered company with registered trademark. The total investment is debt-equity based with the ratio of 40:60. Means the 40% of the total investment is loan based and the other 60 % is equity based. The company have license to sell MOBILE GSM connection and provide of all kinds of mobile connection services to run business.

Table of Contents
Chapter One Chapter Two Chapter Three

Introduction.6 HISTORY OF CELL PHONE........................................... 9 BACKGROUND OF WARID TELECOM...13 Company profile.14 History of Warid.15 Mission Statement...16 Vision Statement.16 Planning..17 Core Brand Value17 The Network....18 Research & Development....18 Exclusive customer care..19 Best practices...19 Innovation19 Policies.19 Organizational departmentalization.20 Organizational Hierarchy.....21 TECHNOLOGY USAGE DETAIL...22 TECHNOLOGY KNOW HOW.....25 WEB EXPOSURE PROFILE28 PROBLEMS & FUTURE PLANS30 IMPACT OF TECHNOLOGY..33 Conclusions..35 Abbreviations & References.37

Chapter Four Chapter Five Chapter Six Chapter Seven Chapter Eight Chapter Nine

INTRODUCTION

Introduction
Origin of the term-paper:
BBA program is a building up of theoretical knowledge about business administration which is the base of practical knowledge. This course is an attempt to provide business students an orientation to a real life business situation in which we can observe and evaluate the use and applicability of the theoretical concepts which were taught in the classroom. As per norm this term-paper is the requirement of the fulfillment of the group work. This term-paper is the outcome of our work in Warid Telecom International Limited.

Objectives of the study:

Broad objectives of the study: To analyze the usage of computer programming in the company. Specific objectives of the research: To find out the basic modern technology used by the company. To identify the technical policy of the company. To evaluate the technological usage in the hierarchy of the organization. To find out the problems and determine the future plans. To collect information about web exposure profile To discuss the impact of technology and software in the company.

1) 2) 3) 4) 5) 6)

Scope of the study:

The scope of the study is limited within telecommunication business in Bangladesh. It is also limited within the organization Warid Telecom International. And for that reason that information was very much restricted within the organization as the telecommunication business is going to be very much competitive. Here we pointed out some notes which are: a) Time Limitations
7

b) c)

Covers only Dhaka(outside Dhaka was not possible) Lack of manpower.

Limitations:
The company doesnt have sufficient source of secondary data and collecting of data was not smooth. Analyzing companys technology is more confusing and complicated than any other work. It was really difficult for us to accumulating technological data of this company.

History of Cell Phone

General
9

Cell Phones are everywhere and their use is growing. Basically a cell phone is a radiotelephone and its application is growing because of the rapid rise of digital computers and very small and powerful microprocessors. One of the most important advantages of microprocessors is their ability to do very complicated operations with high reliability. The problem with early radiotelephones was that they quickly ran out of available frequencies, i.e. channels. Often a wealthy individual with a radio telephone in his car would have one of his employees make a series of calls starting very early in the morning to reserve a channel for himself and guarantee that he could have his radio telephone available as he was being driven to work. The problem was that to be useful, a radiotelephone had to work throughout a whole metropolitan area, and a large area even back then made for a large number of users. The problem could be solved by having many small areas (now called cells) which all shared the same frequencies. A small area only had a small number of users so that the number of frequencies was adequate. In principle doing automatic switchovers from one cell to another could solve this problem, but such automatic switches were very complicated to implement. Enter the digital computer, it was capable of doing the complex job of managing the switchover so that the call would not be lost, and the modern cell phone was born. At first the speech was analog, and the logic to manage the switchover was digital (i.e. done by a digital computer). These types of cell phones are known today as analog phones even though the switching is digital. A true all digital cell phone, however, would also represent the speech as a series of numbers, i.e. in digital form. A cell phone which also digitizes the speech improves the sound quality; gets rid of static on the line, and incidentally, increases the battery life by 3 to 5 times. Since also making the speech digital was even more complicated than just making the switchover digital, the true all digital cell phone had to wait for microprocessors to get smaller and more powerful. This has now been achieved, and one can have truly high quality cell phone service with the new digital units. All digital cell phones have now become so capable, the call rates so low, and the battery life so long that it makes sense for some businesses to have only cell phones for their business extensions.

10

11

Inventor of Cell Phone

The cell phone was invented by Bell Labs from about 1947 to 1967, but a controversy has arisen about this. According to an Associated Press Article in the April 12th issue of the San Francisco Chronicle, Page D3 and an April 3, 2003 Chronicle Article, the Cell Phone was invented by Martin Cooper who at that time was a vice-president at Motorola. Both articles state that he made the first cell phone call in 1973 on a street corner in New York using a base station at the top of a tall building in that city. Motorola introduced its cell phone in 1983 after five generations, 15 years, and $90 million; but as mentioned above, the first commercial cell phone service was started by NTT in Japan on December 3, 1979.

This by no means the whole story, however, Cooper himself in the 10th paragraph of the April 3rd Chronicle article states that Bell Labs had invented this thing called Cellular Technology. What Martin Cooper apparently did was build a relatively small radiotelephone, which could be carried by a person. He did not develop the idea and the mechanism for automatically switching over when a phone went from one cell to another. The true inventor of the cell phone is the person or group who developed the concept of small cells and implemented the automatic switchover system and this was Bell Labs. Finally the explosion of cellular technology, which we now see around us today, was caused by the Microprocessor, i.e. a computer on a small single chip. Intel primarily pioneered this although Motorola and AMD have played significant roles.

12

Background of Warid Telecom

13

Company Profile Warid Telecom International Ltd.

Warid Telecom International Ltd is a GSM based cellular operator in Bangladesh. Warid was the sixth mobile phone carrier to enter the Bangladesh market and launched commercial operation on May 10, 2007. Warid Telecom International LLC on Abu Dhabi based consortium, sold a majority 70% stake in the company to Indias Bharti Airtel Limited for US$300 million. Bharti Airtel Limited will take management control of the company and its board and will relaunch the companys services in its own Airtel board. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. On July 19, 2007 Warid Telecom announced in major details of having achieved one million subscribers in the first of 70days of operation. As of December, 2009 Warid has secured 2.99million subscribers and is ranked among the six operators. Warid Telecoms operational activities in Bangladesh aim to achieve a new and modern corporate identity, which is congruent with the dynamic changes taking place in the telecom industry of Bangladesh today. With a reflection of a new strategy, Warids aim is to be perceived not only as a telecommunication operator of voice services, but also as a universal provider of comprehensive communications services for both residential and business customers. Type: Industry: Founded: Headquarters: Key People: Products: Parent: Website: Private Telecommunication 2005 House 34, road-19/A, Banani, Dhaka-1213, Bangladesh. Sheikh Nahayan(UAE); Mubarak Al Nahayan(UAE); Mr.Muneer Farooqui-CEO (Bangladesh) Telephony, EDGE, GPRS, GSM. Bharti Airtel-70%(IND) and Warid Telecom-30%(UAE) www.waridtel.com.bd

14

History of warid
In December 2005, Warid Telecom International LLC paid US$ 50 million to obtain a GSM license from the BTRC and became the sixth mobile phone operator in Bangladesh. In a press conference on August 17, 2006, Warid announced that its network would be activated two months ahead of schedule, in October, 2006. Again in October, 2006 Warid Telecom put off the launch of its cell phone services in Bangladesh until April, 2007 after its major supplier Nokia walked out on an agreement over a payment dispute. Warid had a soft launch at the end of January 2007. It gave away complimentary subscriptions among a selected group of individuals, whose job was to make 'test calls' and the operator adjusted its network's quality based on their comments. On May 9, 2007, Warid in an advertisement in some daily newspaper stated that it would be launching publicity on May 10, 2007. However, no call rate or any package details were revealed. The advertisement included an announcement for the people interested to buy Warid connections to bring the documents like ID card, etc, to the designated franchise and customer care centres. On October 1, 2007, Warid Telecom has expanded its network to five more districts raising total number of districts under Warid coverage to 56, says a press release. Mymensingh, Jamalpur, Sherpur, Rajbari and Narail towns are now under Warid network. On November 10, 2007, 61 districts under Warid network coverage. On June 10, 2008, Warid Telecom has expanded its network to 3 more districts Bandarban, Khagrachhari and Rangamati. Now all 64 districts of Bangladesh are under Warid network coverage meaning Warid Telecom now has nationwide coverage.

MISSION STATEMENT
Warid Telecom's stated mission is to be the leader in innovation and services
15

To be the national communication provider with a strong International presence.

VISION STATEMENT
Warid Telecom's vision isTo be the leading national communication provider with a Strong international presence. To become the essential communication provider in Bangladesh of high quality voice and innovative data services by offering affordable products and services to all market segments and to become an integral part of their everyday lives.

PLANNING
In the management process, planning is the first and most important step. It includes defining of objectives, assigning of responsibilities, carrying out of actions to reach the desired objectives working through other people .then evaluating operations and

16

changing and redirecting when necessary. The management process begins with planning and continues along with it every step of the way The basic steps in developing a plan are: First: establish the objectives. Second: outline the procedures. Third: assign responsibilities.

CORE BRAND VALUE

THE CORE BRAND VALUE OF WARID IS: QUALITY SIMPLICITY INNOVATION CUSTOMER FRIENDLINESS HONESTY

The Network
At the corner stone of Warid Telecoms operational agenda is ensuring that comprehensive network coverage is provided to all subscribers across all locations. In this context, Warid Telecom has decided to opt for GSM (Global System for Mobile Communication) technology for its network in Bangladesh, as it is the global standard for digital cellular telephone service.GSM networks support enhanced data applications and more than 1 billion customers in 109 countries are using this technology. Warid Telecom would be launching its cellular services based on 900 and 1800 GSM technology, in
17

order to optimize the utilization of frequency, thus ensuring the highest quality and service. Warid Telecoms GSM network is set to cover 61 districts of Bangladesh to ensure that our service can seamlessly reach out to every corner of the country. We are also in the process of fast expanding our nationwide network to cover all thanas by the end of 2007. We are partners with some of the leading vendors in the telecom industry who help in providing the best and the latest network solutions for our businesses. These vendors include cellular giants Ericsson, Nortel, Siemens, Cisco and Huawei.

Research & Development

Warid Telecom has made no compromise on investments required for research and development. With a projected capital expenditure of over US $700 million, Warid Telecom has been set up to provide a premium quality GSM service, which will reach out to most parts of Bangladesh by the end of 2007.

Exclusive Customer Care

Our mandate for doing businesses by keeping customers at the forefront is reflected in our 'one stop' concept for all your telecom requirements. We have the maximum number of Sales and Customer Service Centers countrywide, equipped with cutting edge technologies to ensure that customer needs and demands are catered for in the shortest possible time. Our highly trained and well-groomed team of Customer Service Executives is on hand 24 hours to provide you support in any area- all to make sure that your communication experience with use is facilitated in the smoothest way possible.

18

Best Practices
We believe in a process driven setup with comprehensive business processes covering all our activities. All business processes are ETOM compliant as per accredited international standards.

Innovation
Warid is committed to providing superior level of professional services to all its customers before, during and after the deployment of our leading solutions. To accommodate our customer's demands, we have deployed a state-of-the-art 2.5G EDGE compliant network. There are also innovative services of various standards that cater to a wide spectrum of users.

Policies
Warid Telecom believes in working with strategic partners and employees for long term relationships. As a consequence of the above Warid Telecom is looking for the following to deliver its vision: Strategic vendors and partners to assist in rolling out these services in a timely and efficient manner with a focus on turnkey solutions and premium propositions; Strong partners to assist in launching these services and creating effective sales & marketing / business development opportunities for all to operationally and financially gain; Consultants and experts to help deliver this vision; Well rounded employees who wish to become part of this adventure.

ORGANIZATIONAL DEPARTMENTALIZATION

Warid Telecom (Pvt.) Ltd. Head office is in EFU House on Jail road, Lahore. Warid has the maximum number of Sales and Customer Service Centers countrywide, backed by two state-of-the-art Contact Centers of international standards that are equipped with the right facilities to ensure real-time online services. Their highly trained and well-groomed team of Customer Service Executives provides round-the-clock19

support. Warid has setup Corporate Lounges, with a customer-friendly environment to provide personalized care to our corporate clients. Furthermore, an extensive network of franchises, kiosks and mobile units ensure easy and convenient accessibility. Different divisions, department and functionaries working in the head office are-

Marketing Human Resources Financial Accounting & Revenue Assurance Sales & Customer Services Administration Products & Services Procurement & Logistics

Legal Affairs Engineering & Information Technology Audit & Risk Services Quality Assurance International Business Public Relations Operations and Project Management Govt. Relation

ORGANIZATIONAL HIEARARCHY

B.C. Z.S. F. ADVISORO R.M. CC BE CE CS CI G

DIVISIONA ASST. Sr. Jr. MANAGER L Executive MANAGERS S

M O R C

20

21

Technology Usage Detail

Technology Usage Detail

NGN Technology:

22

WARID TELECOM Offers NGN or Next-Generation Technology- a futureproof architectural system which ensures optimum utilization of frequency and enhances speed and quality of both voice and data services. This highly efficient network will allow Warid to deliver high quality National and International Long Distance under license from the BTCL. A Next-Generation Network (NGN) is the term given to describe a telecommunications packet-based network that handles multiple types of traffic (such as voice, data, and multimedia). It is the convergence of service provider networks that includes the public switched telephone network (PSTN), the data network (the Internet), and, in some instances, the wireless network as well. The NGN system offers key convergent multimedia services using a shared network characterized by several essential elements: A unique and shared core network for all types of access and services. A core network architecture divided into three layers: Transport Control & Services Development of packet mode transport (IP flow transport in native IP or on ATM in the short term with a progressive convergence to IP). Open and standardized interfaces between each layer, and in particular for the Control and Services layers in order to allow third parties to develop and create services independent of the network. Support for multiple applications (multimedia, real-time, transactional, total mobility) adaptable to the user and growing and varied capacities of access networks and terminals.

Telephone system
Management employs a telephone operator to use the switchboard in order to route incoming calls to the various extensions. The switchboard itself automatically processes internal calls: those made from one member of staff to another within the organization.

23

There is a centralized IP phone system being used in Warid where if an employee is sitting in Dhaka and has to dial Chittagong, they will simply dial the extension number of that employee. Features that help the switchboard operator manage calls and messages include: Queuing Call Logging Hotline Liquid Crystal Display (LCD) Call Divert Conferencing

Computers:
As Warid Telecom launched in Bangladesh to provide best service with innovation over the whole country, they established their information system fully computerized through latest technology. Computers are widely used for communication by sending and receiving electronic mail messages and viewing business products. In Warid telecom every information they want give away is done through proper computerized system if they have to convey a new policy regarding anything its important that email should be routed through T & D department. In Computerized system, Warid Telecom uses several kinds of hardwares such as: Backup system(UPS) Server Server Cooling System
ID Recognition System

24

 LCD monitors Printers Multimedia system

Teleconferencing:
Teleconferencing means using technology to conduct meetings among several people who are in different places Warid is using IP phones system from where any extension number can be dialed in any city of Bangladesh. Three major forms of teleconferencing are use Audio conferencing Computer Teleconferencing Videoconferencing

Audio conferencing is mostly used in Warid where everything can be communicated directly. Every single call from IP phones is recorded so can be used as a record and for confidential matters Other means are used like personal mobiles or face to face meetings.

Fax Machines:
Warid telecom has a universal fax number that is 111111322 It is not only for employees but for the facilitation of the customers as well. Warid has chosen a computerized fax system where the fax received directly comes to the correspondence department email account and is then subjected to the person attention.
25

Technology Know How

26

Technology Know How

Entry Level:
As a telecommunication company, Warid Telecom uses higher technology and computerized system. In the entry level, the employers of warid telecom require enough knowledge and ability about the following technology to perform their task efficiently. Those technologies are: Ms word Ms PowerPoint Ms Excel Ms Access Ms Project Ms Visio The following computer knowledge is mandatory for all employees in Warid Telecom

Advanced Level:
In Warid telecom, operating and maintaining advanced level of information system and technology employees requires technological qualifications. Qualifications defined in IT sectors are:

POST NAME
Manager

QUALIFICAION
B. Sc Engineer (Mechanical/Electrical) B.Sc. Engineer (Electrical)

Sr. Engineer.

27

Sr. Engineer (facilities) Service Engineer

B.Sc. Engineer (mechanical) Diploma or B. Sc. Engineering (electrical).

Post Name
Assistant service Engineer Assistant service Engineer Service Engineer

Qualification
Diploma in electrical engineering Diploma in mechanical engineering. Diploma in Computer science

28

Web Exposure Profile

29

Web Exposure Profile of Warid Telecom

Consumer
Glow packages Warid postpaid Zem prepaid Products & Services International Roaming Coverage Customer Service

Corporate
Business Solutions Corporate RBT Smart Bundle My visual office Black-berry Enterprise SMS packages Enterprise GPRS packages Close user group

Whats New
IR Incoming SMS free(Hajj offer) Caller Tunes - song search Videos of Warid(VOW) Business Solution Warid SMS blocker Unwanted Call Blocker 786 Islamic services Hourly package

30

Problems and Future Plans

31

Problems:
1.

New entrant :

As a new entrant, Warid is facing problem to get high level in market position.
2.

Low Coverage as compare to competitor:

Warids network is not strong enough to provide best service to the customer than other competitors.

3.

Low market poisoning:

Warid telecom has not succeeded to achieve the highest market position.
4.

Narrow product line:

Warids product line is not so widely than others Telecommunication Company.

5. Lack of Social Responsibility:

Warid telecom has the lack of social responsibility such as low sponsorship in the cultural activities. Thats why; they have not succeeded to take a good impression among the customers.

6. Unattractive Bonuses:
Warids bonuses are not so attractive to grab the attention of the customers.

Future Plans:
32

 Warid telecom will cover the network area in whole Bangladesh. To provide best facilities to the customers, Warid will launch more customer care.
Warid determined to strengthen their network system to provide best

network coverage than other telecommunication company. Warid telecom will provide highest level of service in low price. Warid telecom has the possibility to involve in share market in Bangladesh. Warid aims to climb on the top of the telecommunication sector by the next three to five years. Take initial plan to acquire 15 million customers.

33

Impact of Technology

Impact of Technology
34

Advances in technology can have a major impact on business success. Technological change impacts socio cultural attitudes as well as on economy. Such as: Companies have technology with which they can compete in the Bangladesh and now companies are investing in their infrastructure to not only expand coverage but also to upgrade their existing systems. The current focus in cellular industry is coverage and establishing franchises which has a positive effect on the Warid brand. Introduction of NGN technology in the Mobile network which is also an opportunity for the Warid brand. They able to provide fastest service and facilities Warid can implement their innovative ideas though the technology Warid Telecom can provide good service on low price to the generation.

9
35

Conclusions

Conclusion
Warid Telecom certainly has potential to capture good market and to give tough
36

time to the competitors, but for this at least following steps should be taken. Warid telecom is offering cheap rates for its prepaid and postpaid customers as compared to its competitors but the main area they are lacking is the way to communicate it to customers. Network should be enhanced to much more cities. More regional departmentalization should be there, so as to create strong presence and market analysis at regional levels. There should be more decentralization and employees should be encouraged for their ideas.

Compensation and benefits plans should be revised, as it can be used as a very important tool to create motivation in employees.

Abbreviations:
CEO: Chief Executive Officer RSM: Regional Sales Manager
37

ZSM: Zonal Sales Manager GM: General Manager CIO: Chief Information Officer FM: Franchise Manager BCM: Business Centre Manager BEC: Board Executive Committee CEO: Chief Executive Officer

References:
1) Newsletter of Warid Telecom Bangladesh Limited 2) Wikipedia 3) www.waridtel.com.bd

38