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. The Abu Dhabi Group's major investments are in the following sectors:
Telecommunications
Hospitality services
Property development
Oil exploration and supplies
Banking and financial services
Automobile industries.
Warid Telecom takes pride in being backed by the Abu Dhabi Group, one of the largest groups in the Middle East and in Pakistan.Warid Telecom is currently operational in Bangladesh and Pakistan, while it is also setting pace to initiate its operation in 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. The company's track record in Pakistan, where the company established a subscriber base of 4 million users in just its first year of operation alone, serves as a testament to Warid telecom's customer-driven business mandate. These achievements have only been possible due to Ward’s uncompromising commitment to provide maximum network coverage and clear connectivity at the most affordable price. Another priority in Ward’s operational agenda is to remain in the forefront of the rapidly changing technology in the field of communication, so that the company can always ensure that evolving customer needs are properly catered for.
In Bangladesh, Warid Telecom is set to commence its operations under a landmark MOU that has been agreed upon by the Dhabi Group and the Government of Bangladesh worth USD 1 billion, out of which USD 750 million has been exclusively committed for investment by Warid in the telecommunication sector of the country. Succeeding the MOU signing, the BTRC license for telecom service provision was issued to Warid Telecom, followed by the signing of interconnectivity agreement with all the existing telecom companies of Bangladesh.
Warid Telecom's operational activities in Bangladesh will 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, our 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.
Vision
Warid Telecom's vision is "To be the leading national communication provider with a strong international presence."
Warid Telecom's brand values include:
Quality - We want to make a difference to people's lives. Our optimism is contagious. We are passionate about what we do and we have confidence in ourselves.
Simplicity - For us, clarity comes through simplicity. We recognize that we are people communicating with other people. We are always direct and easy to understand.
Innovation - We constantly look to do things differently and in a better way. We give color to all that we do. We are ready to push the boundaries and take risks.
Honesty - We are always open and honest. We say what we do and we do what we say.
Friendliness - We enjoy working and succeeding together by building close relationships. While we have a sense of purpose, we also have a sense of humor. We consider the needs both of our customers and of each other.
Warid Telecom's 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. We strive to provide optimum level of support and care through our highly skilled and motivated team of professionals and through maximum network coverage and connectivity.
Key Strengths
The Network
At the corner stone of Warid Telecom’s 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 order to optimize the utilization of frequency, thus ensuring the highest quality and service.
Warid Telecom’s 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
We have 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.
Our place at the technological frontier
Warid has pioneered in key technologies which include the following:
Custom-made network for Bangladesh’s environment
Congestion-free connectivity in all coverage areas
Roll out plan for complete national populated coverage by 200X
Future professional network (GPRS compatible and 3G upgraded with soft switch and media gateway architecture)
State of the art IP based contact center and leading data center
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
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.
Service process reengineering
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.
Service process reengineering
Reengineering is not about making marginal improvements or modification but about achieving dramatic improvements in performance. The reengineering profoundly changes all aspects of business, service and people. Part of the organization is easy to change by reinventing a way to work. Service process reengineering is very healthy way to improvement service quality and also improvement service process to customer want. So we can say that service process reengineering means improvement the current or exiting service process for customer. Service process reengineering is very importance part of modern service relented company like warid telecom. Warid telecom reengineering they are service some time for they are customer.
Warid telecom when start they are business, customers only way to recharge they are mobile by scratch card but now warid reengineering the service and also they provide customer to top up facility, name” Ezee load”. So we can say that warid reengineering they are service scratch card to Ezee load.
Creative service encounters
A Service encounter means customer perception about service process, and creative service encounter means thing something positive about service process. From the customer’s points of view, the most vivid impression of service occurs in the service encounter, when the customer interacts with the service firm. For example, among the service encounters that a mobile phone (warid) customer experiences are, open and in warid network, phone someone through warid network, start conversion, end conversion, cut bill by account. It is in these encounters that customers receive a snapshot of the organizations service quality, and each encounter contributes to the customer’s overall satisfaction and willingness to do business with the organization again. From warid point of view, each encounter thus presents an opportunity to prove its potential as a quality service provider and to increase customer loyalty and add something creative value for customer.
So service encounters is a process, that customer take service by producer and also it related customer satisfaction about service, if customer is satisfied about service it means customer take this service again and creative service encounter is add something valuable with existing service for customer satisfied highly.
Fail-saving service delivery
Some time organizations fail to delivery their promised service to their customer. Like warid telecom promised to their customer give their balance transfer facility but they may have some problem for this service but warid not take out this service from their service providing menu so warid fail to give customer saving service delivery. There are many cases can be fail-saving service delivery,
1. like unwanted condition
Customer want their service to provider promised condition but any unwanted factor can change service quality and it value so that cases service can be fail to delivery to promised condition.
2. Employee responding
Some time employee not responding customer want way that case can be fail saving service delivery. Technical limitation can be one of the cases of fail saving service delivery
So there are many cases are related for fail saving service delivery and fail saving service delivery can provided customer negative image about service firm and it can be make big bad impact on service firm so service organization must not fail saving service delivery to they are customer.
Increasing customer loyalty
Any organization Customer loyalty increasing means risk are decreasing, so customer loyalty is very much important for any service related company. When customer loyal for their brand it mean customer satisfied about there service and customer satisfied mean positive word of mouth communication with other customer and telling other customers about their positive experiences.
Warid try to increasing their customer loyalty so they take some positive action and some promotional activities like give bonus to their customer and also solving customer problem. This January warid take some social campaign “learn and earn” it means learn English and give answer by SMS for earn money, warid this promotional activities was successful because many customer thing that it was very positive activates from warid .
So promotional activities and customer problem solving is the main way to increasing customer loyalty and customer loyalty increasing is very much importance for service firm.
Revenue management strategy
Revenue management is defined as “selling the right service to the right customer at the right time for the right price. “Revenue management has spread from the telecom industry to other service Industries. The telecom industry is an important sector of currently businesses in Bangladesh. There are some steps are flow for revenue management strategy these are
Measures Methods
Machineries cost + employee cost + other cost = total cost
Total cost total minutes in year = average per minutes cost
Total income – total cost = profit
Total minutes sales average per minute cost= per minute earn
Total earn – tax = revenue
Warid Telecom is currently operational in Bangladesh and Pakistan, while it is also setting pace to initiate its operation in 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. The company's track record in Pakistan, where the company established a subscriber base of 4 million users in just its first year of operation alone, but now warid have 20 million users in the world. Per year their income is more than $59 million. As Bangladesh aspect warid telecom revenue strategy is same like other mobile operator company.
Calculated their total minute into average per minute cost (525600* average per minute cost) than find out total cost after find out total cost than + other cost than –total income = total profit
Service failure recovery
Sometime organizations fail to control their service and try to recovery their failure service. There are many reasons may be Failures service, the service may be unavailable when promised, it may be delivered late or too slowly, the outcome may be incorrect or poorly executed or employee may be rude or uncaring. All these types of failures bring about negative feelings and responses from customers. Left unfixed, they can result in customers leaving, telling other customers about their negative experiences, and even challenging the organization through consumer right organization or legal channels.
After service failure what can should organization do? There are some ways any service organization can recovery the service failure. These are
• make the service the service fail-safe-do it right the first time
• encourage and track complaints
• act quickly
• provide adequate explanation s
• treat customers fairly
• cultivate relationships with customers
• learn from recovery experiences
• learn from lost customers
Research has shown that resolving customer problems effectively has a strong impact on customer satisfaction, loyalty, word of mouth communication, and bottom line performance. That is customers who experience service failures but who are ultimately satisfied based on recovery effect by the firm, will be more loyal than other customer those have no problems.
So if warid telecom have any service recovery failures problems the can follow this process to recovery service failures it would be more effective than other activities.
New service development
We know Service are intangible so it more imperative for a new service development system to have four basic characteristics
1. It must be objective, not subjective.
2. It must be precise, not vague.
3. It must be fact driven, not opinion drive.
4. It must be methodological, not philosophical.
Although the process of developing new services should be structured and should follow a set of defined stages, it should not become overly rigid or bureaucratized. Such structure taken to an extreme can result in a rigid a plodding approach that could west time and allow competitors to get in front. Thus, common sense must dictate when flexibility and speed will override the structure. A new service design process may imprecise in defining the nature of the service concept because the people involved believe either that intangible processes cannot be defined precisely or that everyone knows what we mean neither of these explanations or defenses for imprecision is justifiable as we illustrate in this chapter’s model for new service development.
Warid telecom Bangladesh develop a new service to they are customer. It is the first time in Bangladesh telecom sector, warid give they are customer SIM Genie menu service. This SIM Genie service mainly all in one service, customer Want to get that trendy wall paper to dress up they are phone, or set that latest caller tune for they are friends to hear it all are include in SIM Genie service. To help customer avail many exciting contents and Value Added Services (VAS) in the most user-friendly way, Warid offers customer the SIM Genie menu - the next generation SIM Tool Kit. The SIM Genie menu is a detailed menu that customer will find in they are handset’s menu options as soon as customer switch on they are Warid phone. These menus give customer direct and easy access to contents and VAS, through a few simple clicks of they are keypad.
Information technology application to a service
Modern service means information technology. Information technology application is a service; most of the organizations are used information technology application to their service system and service main part is technology so technology and service is depend on each for another. Service like telecom sector, is fully depend on information technology system. Example warid telecom give their customer internet service, GPRS service this all are part of information service so information technology application is very much related to service system and it is a part of a service.
So information technology application is very much importance for service organization and service are related to information technology application system. Modern service systems and service organization are totally depending on information technology application.
Conclusion
Warid Telecom's 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. We strive to provide optimum level of support and care through our highly skilled and motivated team of professionals and through maximum network coverage and connectivity
No comments:
Post a Comment