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þ Introduction
þ Identification of Customers
þ Service Provision Processes
þ Management Audit
- SWOT
- PEST
þ Target Values
þ Conclusion
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þTelenor Pakistan is 100% owned by Telenor and adds on to
its operations in Asia together with Thailand, Malaysia and
Bangladesh.
þTelenor Pakistan launched its operations in March 2005 as
the single largest direct European investment in Pakistan,
setting precedence for further foreign investments in the
telecom sector.
þThe company has crossed many milestones and grown in a
number of directions, making Telenor Pakistan a leading
telecom operator of the country.
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- Private sector
- Students
- Labor etc
- Employees
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þ A franchise outlet is an interface between customer and
company. Service provisioning level at outlet has direct
impact on customer. It also has creates first impression for
new customers. At franchise outlet Comfortable experience,
Customers satisfaction facilities, Bill convenience, better
Attention, Employees Attitude made a difference. Air-
conditioning
þ Staff availability, Building facilities, Office setup and IT
facilities helps management to enhance the customer
satisfaction level.
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þIn this project we shall be going through various phases to
analyze and define the Project operations, internal and
external customers, application of management tools to carry
out management audit and obtain results to propose, optimize
and implement strategic and tactical level decisions for
diversified service provision processes.
Comfortable Experience
Air-conditioning
Office setup
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þ Dramatic Results
þ Lack of understanding, Lack of application as major Barriers
þ All are involved in planning phase
þ Flow of information
þ Tedious Training and understanding process
þ Importance rating by competitors helped in layout
þ Questionnaires used for reliable, recordable and independent opinion.
þ Improvements achieved by only introducing staff availability, improved
facilities and air-conditioning
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