Business related Essay Example for Free

Business related Essay 1. Define Marketing. What is marketing process as set out in your text book. Explain the various elements of marketing process. ( LO1; Assessment Criteria 1.1) 2. Select an organization of your choice, identify the marketing orientation it focuses on and evaluate the benefits and costs of the marketing orientation for the selected organization ( LO1; Assessment Criteria 1.2) 3. The Dunkin’ Donut Case: ( LO1; Assessment Criteria 1.2) For more than 50 years, Dunkin’ Donuts has offered customers throughout the United States, and around the world, a consistent experience – the same donuts, the same coffee, the same store dà ©cor – each time a customer drops in. Although the chain now offers iced coffee, breakfast sandwiches, smoothies, gourmet cookies, and Dunkin’ Dawgs in addition to the old standbys, devoted customers argue that it’s the coffee that sets Dunkin’ Donut apart. To keepcustomers coming back, the chain still relies on the recipe that founder Bill Rosenberg crafted more than 50 years ago. The company is so concerned about offering a consistent, high-quality cup of coffee that managers in Dunkin’ Donut’s â€Å"Tree-to-Cup† program monitor the progress of its coffee beans from the farm to the restaurant. The result? Dunkin Donuts sells more cups of coffee than any other retailer in the United States – 30 cups a second, nearly one billion cups each year. Building on that success, the company plans to more than triple its current number of stores, amassing 15,000 franchises by the year 2015. What marketing orientation does Dunkin Donut follow here and why? Give reasons and justification Learning Outcome/s achieved in the assignment: By completing this assignment successfully, the student will achieve the following learning outcome:Learning Outcome LO1 Understand the concept and process of marketing Assessment Criteria 1.1 explain the various elements of the marketing process 1.2 evaluate the benefits and costs of a marketing orientation for a selected organisation Grading Criteria PASS The student will be awarded a PASS grade if he/she achieves all assessment criteria MERIT: The student will be awarded a Merit grade if he/she The learners evidence shows for : M1 Identify and apply strategies to find appropriate solutions †¢ effective judgements have been made †¢ complex problems with more than one variable have been explored †¢ an effective approach to study and research has been applied DISTINCTION: The student will be awarded a Distinction grade if he/she The learners evidence shows for: †¢ conclusions have been arrived at through synthesis of ideas and have been justified D1 Use critical reflection to evaluate own work †¢ the validity of results has been evaluated using and justify valid conclusions defined criteria †¢ self-criticism of approach has taken place †¢ realistic improvements have been proposed against defined characteristics for success

Asian-Americans and their Progress towards Essay Example for Free

Asian-Americans and their Progress towards Essay During the many years of the continuous immigration of various nationalities in the United States, it could be noted that many immigrants have already absorbed the culture that Americans have. One of the many ethnicities which had migrated in the United States is the Asians. In the current society of the United States it is known that these groups of people are one of the many ethnic minorities that is housed by the United States. In fact, many of the families of the past migrants have now stayed in the United States had had lived their lives similar to full blooded Americans. However, although most of these immigrants have already acquired all the culture, the language and life style of the Americans it is still not enough for the society that they would be called Americans. On the other hand, the Asian-Americans like other ethnic minorities in the United States are somewhat confused to on the proper identity that they must maintain. One of the main examples of the uncertainty is the Asian-American popular culture which presents evidences regarding such group in the society. In the current popular culture, it is noticeable the many of Asian-Americans had been inclined with certain identity which could be very noticeable in the choices of their consuming behavior. In addition, personal choices such of the music, clothing style and etc. In the written work of Min Zhou and Jennifer Lee (2004), they have clearly stated that the Asian-American youth is directly seen by the American culture as not fitting to the popular images which are most associated with the current popular culture. Such popular cultures that are being discussed were being rap artists, skin heads, punks and the likes. For the longest time, Asian-Americans are seen as stereotypically geek who only focuses directly on their studies instead of being socially active. (Zhou Lee, p. 1, 2004). Many of the Asian-Americans are obviously shying away from these concepts of being geeks and nerds. Instead, they follow the popular culture and act similarly to the demands of the American society. First and foremost, we could see that many of the Asian-American youth are more inclined to look like a gangster rather than a typical Asian-American. In many television shows and advertisements, there are numerous Asians who steps away from the light that they are individuals who are very serious in being successful that they study very well. Due to the very advanced technological innovations that we have such that of YouTube people could truly see that Asian-Americans are truly absorbing and creating new a type of culture when it comes to music. One of the best examples is David Choi who is known to be a Korean-American. Choi is singer, songwriter and guitarist on his own channel in YouTube. As noticed, Choi is very far from the typical stereotype of Asian who shies away from the crowd. After attaining success and massive support from different individuals he was able to have his own album. Instead of being the stereotypical Asian-American, he proclaims and continuously re-invents his music to suit his fans and the current trend in the society. In the film industry there had been few individuals who are known to be popular in the United States due to the certain film which they have done. One of the most famous Asian-American is Lucy Lui who played one of the Charlie’s Angels. In the movies, it is not often that an Asian-American plays a â€Å"kick-ass† role and presents her self as a strong assertive woman. In the stereotypical eyes of most Americans, Asian-Americans are simple and mostly quiet and demure because this is how they are culturally trained. However, due to such character played by Lui, the concept of how and what a woman should be (through an Asian context) is changed. With such, the Americanization of the Asian woman is clearly seen through the portrayal made by Lui. (â€Å"Is Lucy Liu a Heroine or a Curse? †) In terms of music, an article was written regarding the sudden boom of the Asian-American artists in the music industry. In the article, the author stated that various American-Asian artists are suddenly emerging into the music scene within in various localities in the United States. Most of the tunes that these musicians and artists play are mostly western music when do hip-hop and RB, as well as a DJ in various clubs. Such artists were Yellow Peril, Seoul Brothers, Mountain Brothers, and a lot more. These artists are said to have gained significant success and a symbolic presence of the developments of the Asian-Americans (Wang, 1998). Therefore, Asian-Americans were already able to join the band wagon of having the same musical preference as the Americans. In addition, they are not only listening to type of music Americans hear but also imitating or innovating towards a new genre of music. In the most current popular culture many Asians are excelling in the freestyle dancing, break dancing and etc. (Tseng, 1998) From the lessons that we have taken, it is known that through consumption and consumerism that the factors of living is defined. From my own personal point of view, I do believe that consumption is a cultural issue that must be deeply studied due to the various concepts attached such as social class, cultural norms and etc. Cultural consumption is also affected by advertising as well as the culture of being brand conscious rather than quality conscious. I have stated this due to my personal experiences as a consumer. As I have observed in the super markets most of the time people spend so much time in thinking on what type of brand they would buy. Just last week I needed to do my grocery when I saw a Filipino woman and her son in the cereals and oats lane. She meticulously surfs for the proper brand of cereals while her son stated that â€Å"Mom, why are we staying too long in this section? We don’t really eat cereals for breakfast. I want rice. † Then the mother replied, â€Å"No darling, rice is too heavy for you, studies say that it could cause diabetes. And your playmates eat cereals every morning so you should also eat cereal. † Being in a class that studies such concept of culture, I was amazed on how real the concept of Americanization is. I do know that most Filipinos prefer rice for breakfast because it is a custom meal for them everyday. But through my first hand experience, I did see that people who are not Americans are in need to attain cultural citizenship in order for them to be accepted. Although I do believe that Asians are accepted in the American society, the acceptance is not as whole in comparison to being a white American. In a sense, the mother who was with her child in the grocery would want her son to be culturally American that she is shifting the norms which her son know in order for him to be suitable in the American society. Just like the story presented in â€Å"Consumption Fantasies of Upward Mobility,† Richard wanted to move away from the typical concepts of Asians. Therefore, Richard wanted to be a professional who is likely to be the choice of a typical American who works inside the office. In addition, there is a concept of attaining the â€Å"American Dream in which most important thing for Asian-Americans. Moreover, due to the desire to attain such, they also want to be treated like Americans. As a result, they act and absorb the American culture and norms which they believe will grant them cultural citizenship (Hee Park, p. 112, 2005). In conclusion, the current Asian-American culture is still in the process of attaining acceptance in the American society. In addition, they want to change the stereotypical concept that most of them are geeks and losers thus, the Asian-American community is shifting towards a much western culture. The community is not only doing such in order to be within the trend of the popular culture but also to be accepted and not discriminated by others. In terms of consumption, it is real that it is one of the factors which could justify the Americanization of an individual not only Asian-Americans. Through decision making and choosing what type of product must be used is obviously dictated by the society around them. In addition, professional choice is also an aspect the shows that Asians are Americanized or desires cultural citizenship. Like one of the most famous saying stated: â€Å"If you can’t beat them, join them. † Reference Is Lucy Liu a Heroine or a Curse?. GoldSea . Retrieved 9 December 2008 from http://www. goldsea. com/Air/Issues/Liu/liu. html. Lee, J. and Zhou, M. (2004). Asian American Youth.United States of America: Routledge Publishing. Sun-Hee Park, L. (2005). Consuming Citizenship. United States of America: Stanford University Press. Tseng, J. (1998). Asian American Rap: Expression Through Alternate Forms. Model Minority. Retrieved 9 December 2008 from http://www. modelminority. com/article128. html. Wang, O. (1998). Asian Americans and hip-hop. Asian Week. Retrieved 9 December 2008 from http://asianweek. com/111298/coverstory. html. David Choi : http://www. youtube. com/user/davidchoimusic? ob=4

Telenor Group Case Study

Telenor Group Case Study CASE STUDY TELENOR 1. General information about the Telenor Group The Telenor Group is the leading telecommunications company in Norway and one of the leading mobile operators in the world in terms of subscription. The company is also the biggest provider of television services in the Nordic region, while at the same time being present as the mobile operator in some of the fastest growing markets. Headquarters of the Telenor Group are located in Oslo, Norway. The company is listed on the Oslo Stock Exchange. With the end of the third quarter of 2009, the Telenor Group has achieved 172 million of mobile subscriptions worldwide and it currently employs approximately 40.000 people in thirty countries. As it is widely familiar, Norway, as well as other Scandinavian countries, is known as extremely developed technology market in the beginning of the 21st century, achieving some of the highest penetration rates for new technologies, such as mobile phones and high speed internet. This actually represents a kind of tradition of the country, having in mind the fact that in 1855 the first telegraph line has been built, followed by the first telephone network connecting the cities of Arendal and Tvederstrand in 1878. Furthermore, Norway was one of the first world countries to introduce mobile telephone system in 1967, which was analogue based and manually operated. In order to understand business operations of Telenor, it seems necessary to make a short historical overview of the companys origins. Beginnings of the Telenor Group date back in 1855 when it was established as a state operated monopoly, bearing the name Norwegian Telegraph Administration NTA (also known as Telegrafverket) and offering the provision of telegraph services. In the last decade of the 19th century, development of the Norways early telephone network was handled by private companies. Norwegian Telegraph Administration, which was in the ownership of the state, gradually took over the privately owned companies in the market and gained control over the sector. Since then, Telenor gained more than 150 years of telecom experience. In 1969, the NTA changed its name to Televerket, also known as Norwegian Telecommunications. With the purchase of Andebu, the last privately owned company in the sector of telecommunications in 1974, Televerket obtained control of the monopoly of t he services of telephone and telecommunications and retained that position till the beginning of the last decade of the 20th century. By the beginning of the 1990s, the company pioneered a new generation of mobile telephone services based on the GSM protocol, which was later accepted and implemented thought Europe. GSM service was launched in 1993 and was followed by the expansion of the company in the field of television broadcasting. This strategic decision provided the company with the opportunity to position itself as the dominant provider of satellite based broadcasting in the Scandinavian region. Since the Norwegian authorities had a tendency to deregulate the telecom sector in the country, the process of deregulation commenced in 1994 and lasted till 1998, with a partial deregulation sector by sector. Even before the government deregulation began, Televerket started with the company restructuring which lasted for four years and included the transformation of the company from a state owned to a public company, as well as the change of the company name to Telenor in 1995. Additionally, the company was a subject of partial privatization in 2000, which gave it a substantial boost of 15.6 billion NOK[1] of new capital and listed it on the Oslo Stock Exchange and NASDAQ. At the beginning of the privatization process, the Government remained the owner of 77.7% of the company, while this percentage was reduced to 53% by 2006. The company was rankedtop performer bythe Dow Jones Sustainability Indexes in 2007 and 2008. The main services which Telenor provides to its consumers and companies worldwide include the following segments: voice, data, content and other services. * In the segment of Voice, Telenor provides people to talk to each other by using fast and reliable networks. This segment focuses on the conversation on the phone, including fixed line, mobile or IP telephony. Fixed voice communication services are provided for users in three countries of the Nordic region and mobile voice in twelve different countries in Europe and Asia. * The segment of Data encompasses of the Internet and broadband services. The company offers fixed line data services like ADSL and fiber-optic communications in the countries of the Nordic region, and mobile data services such as mobile broadband, GPRS, UMTS in 12 countries. From the beginning of 2008, the company has started 3G based mobile broadband services inseven of its markets. * In the field of Content, TV services and mobile content, Telenor offers TV services via cable, digital terrestrial and satellite networks in four Nordic markets. Furthermore, the company also provides mobile content services in several markets, such as mobile TV, sports, ring tones, music and movies. * As far as otherservices are concerned, Telenor has a diversified offer that consists of services, which are telecom related, and the service portfolio is different from one country to another. Depending on the market, the company provides services in the filed of maritime communications, IT consulting, and aircraft communications services. In several markets the company provides Net-centric services, which refer to the IT security for individual consumers and enterprises and machine to machine (M2M) services for enterprises. The major part of the Telenor`s activities is organized in three regions and includes thirteen countries: Asia: Bangladesh, Malaysia, Pakistan, Thailand and India. Nordic countries: Denmark, Norway, Sweden and Finland. Centraland Eastern Europe: Hungary, Montenegro, Russia, Serbia and Ukraine. From the beginning of the 1990s, Telenor begun with its international expansion in the field of mobile communications, penetrating the markets of the following countries: Russia in 1994, Bangladesh, Greece, Ireland, Germany and Austria in 1997, Ukraine in 1998, Malaysia in 1999, Denmark and Thailand in 2000, Hungary in 2002, Montenegro and Pakistan in 2004, Slovakia, Czech Republic and Serbia in 2006. Operations in Greece, Ireland and Germany were sold and the money obtained from this sale has been re invested in the emerging markets. Additionally, in 2005 Vodafone[2] in Sweden was acquired by Telenor. 1.1. Mission and Strategy Telenors primary objective is to create greater value for its shareholders, customers, employees and partners, and for the society in general. The company is dedicated to being at the forefront in creating, simplifying and introducing communication and content solutions to the marketplace. In order to comply with the given goal, Telenor bases its strategy on its customer oriented vision, Here to Help, as well as its core values, Make it easy, Keep promises, Be inspiring and Be respectful. Telenors main strategy is to upgrade the performance of the local mobile operations by combining Groups industrialization with local drive and responsiveness, in the regions where it conducts its business operations: Nordic region, Eastern and Central Europe and Asia. Furthermore, the company plans to maintain its leading position in the Nordic region with a diversified portfolio of communication services. This strategy could be defragmented to the following focus areas: Strengthening of the position of the company as an international mobile operator. Telenor plans to continue the process of strengthening its industrialization of the mobile operations by gaining control over chosen mobile companies. Control is crucial in order to benefit from synergies obtained by cross border activities, such as scale in procurement, development of new services and implementation of best practices, improvement of operational efficiency and the increase of the overall profitability. Telenor plans to manage the non-strategic investments as financial investments and to exit from international mobile operations where the company cannot obtain control over time. Strengthening of the companys position in the Nordic region. Telenor will continue to upgrade its services in the field of mobile and fixed telephony in the Nordic region by using the benefits obtained from economies of scale and cross-border synergies. The company strongly feels that its Nordic presence will improve support to the customers by improving upon its expertise both mobile and fixed services. To find itself at the forefront of communications services providers in Norway. Since the company is the leader in a broad range of services in both the residential and business markets in Norway, Telenor will try to obtain better results in the sense of its profit in the mobile and fixed fields of activity, through the introduction of new services and through various cost-cutting measures. Maintaining of the position of the leader in field of distribution of TV services to consumers in the Nordic region. Telenor additionally insists on finding new possibilities and solutions which will contribute to the strengthening of its strategic position as the leading distributor of subscription based television in the Nordic region. The company will dedicate its activities to contact and attract new users and increase revenue per user through its attractive content and new interactive services. Non strategic companies. Telenor will enhance the value of those companies, which are not strategic for its main business areas and dispose of all or part of its interest in such companies. 1.2. Regional presence Even though Telenor is present in the three dominant regions of the world, the Nordic region is the one where Telenor group has been present since 1855, and the company has held a strong position in the Scandinavian region ever since. The Nordic region is the one from which the majority of Telenor`s income comes from. As it is shown in diagrams 1 and 2, in the first quarter of 2009, 41% of total company revenues came from this region, as well as 37% of EBITDA[3] distribution. The three markets out of which the Nordic region is composed of, in fact represent specific markets with unique differences. For example, although Sweden still has a high use of fixed line telephony, it finds itself at the forefront of the mobile broadband services. Denmark is the market whose customers are the keenest users of SMS and are most interested in content services. Finally, Norwegian customers show growing interest in digital music services and Telenor Group has a high share on this market. The Nordic region is also significant since Telenor combines present and future technologies in the telecom field. As a supplement to existing offers, Telenor provides new broadband technologies, such as Fibre to the Home (FTH) and Long Term Evolution (LTE), the 4th generation mobile broadband standard. The strong distinction between fixed and mobile telephony is slowly vanishing in these markets. According to the data obtained from†¦..there is an evident transition from fixed to mobile networks. The data implicate that the mobile share of voice traffic has increased from 20% in 2003 to 60% in 2008. This is one of the reasons why Telenor acquired Vodafone in Sweden in 2006. Furthermore, the company now has 4G licenses in Norway and Sweden. In order to build networks and share spectrum of mobile communication, Telenor has joined Tele2[4] in a joint venture. The plan is to launch the LTE based broadband services by the end of 2010. This action will position Telenor as the leader of the 4G development worldwide. The same project is planned for Norway, with the difference that it will start in 2011. The Telenor Group has penetrated the Asian region in 1996, through the investment in Grameenphone[5] in Bangladesh. From the very beginning of its operations in Asia, the market has been the cornerstone of the development of the Telenor Group, enabling opportunities for growth in one of the most populated and fastest growing markets in the world. Additionally, mobile operations in Asia have a significant contribution to the total revenues and EBITDA of the Group. Data obtained in the first quarter of 2009 show that the region generated 30% of the revenues, 28% of the Groups EBITDA, and a total of 67 million mobile subscribers of the region. The company has received many awards for innovation and services in the past ten years and has been the driving force in the network development of Asia. Additionally, it has significantly increased the capacity of the regional network and provided coverage, connecting millions of people in new areas, who were previously unconnected. Over the past few years the Asian mobile market has been growing significantly. The growth is additionally stimulated by continuous innovations and new services provided by the company. The Group is active in the markets of Pakistan, Malaysia, Thailand and Bangladesh, and the company holds 3G license in Malaysia. Another important step of Telenor was the acquisition of Unitech Wireless[6] in India, through which the company penetrated one of the worlds largest and fastest growing markets. Since the beginning of the 1990s, the mobile markets of Central and Eastern Europe and Russia became a part of Telenor`s business operations. The main characteristic of these markets is the growth opportunity, making it significant part of the Telenor`s strategy in the years to come. Even though the markets of Central and Eastern Europe are challenging economic environment due to the process of transition, which these countries have undergone or are still undergoing, mobile operations of the Group deliver solid financial performances. The first quarter of 2009 shows that Telenor generated 17% of Groups total revenues and 32% of EBITDA. The region also generated 93 million of mobile subscribers. Also, the region of Central and Eastern Europe and Russia has achieved rapid growth in mobile subscription both in consumer, as well as business markets. The company is currently involved in investments in the 3G network in Hungary, Russia, Serbia and Montenegro. The priority is given to the n ew technological and eco friendly solutions, like the wind and solar powered base stations in Hungary, and testing of the new generation wireless broadband in Montenegro. 2. Telenor in Serbia Telenor`s presence in the Balkan region started at the beginning of 1990s when the company launched its operations in Hungary in 2002 by operating Pannon[7], followed by activities in Montenegro through Promonte[8] and finally, Serbia in 2006. Telenor penetrated the Serbian market through the purchase of the Serbian company Mobi 63, Serbias second largest mobile operator and this actually represents the largest privatization transaction in the central and eastern Europe in 2006, as reported by the audit company PriceWaterHouseCoopers. Telenor Group outbid two other short listed competitors at the auction (Mobilkom from Austria and Orascom Telecom from Egypt), offering a bid of 1.513 billion euros. Telenor took over the company on 31st of July 2006, upon the completion of all legal requirements and the signing of the Sales Agreement. The entire auction was broadcasted live on the Serbian national television and was attended by the highest state representatives. Mobi 63, formerly known as Mobtel, was formed by the Government of Serbia in the month of April of 2006, upon the revocation of the operators mobile license, which occurred due to the illegal dealings of the companys previous owners, who were suspected to have sold t he operators license in Kosovo to Mobikos, without requesting permission from the official authorities of Serbia. The Government then proclaimed that the sale was a threat to the national security. The acquisition of Mobi 63 made by Telenor includes a ten year license for GSM 900/1800 and 3G operation for the company, which is renewable for a successive period of ten years upon application. Additionally, the company also obtained Mobi 63`s existing assets, which included the base of approximately 2.5 million customers (in the end of 2005). In just three months upon its arrival to the Serbian market, Telenor invested approximately 15.3 million euros in the equipment of the highest technology, necessary to meet the requirements of the planned network expansion on the territory of Serbia. For this purpose, Telenor signed cooperation agreement with Erickson. Additionally, another contract with the Erickson Company worth 40 million euros for the purpose of network improvement was signed by the end of 2006. The main objective of these investments was to upgrade the quality and the capacity of the existing network, which consequently brings additional quality and services to its users. The actual benefit for the users of the Telenor network is its expanded coverage and good quality. Starting form March 1st 2007, the company enabled the use of commercial services in Serbia, provided by the 3G mobile broadband technology, which consequently provides its users with the possibility to get easier and faster access to the contents on the internet, such as movies, music videos or TV program. 2.1. Relationship towards the employees When Telenor acquired Mobi 63 in August 2006, the company had 926 employees. The newly appointed top management reached a strategic decision to take over the entire infrastructure of the company, as well as its personnel, meaning that there will not be any reduction in the number of employees. In fact, quite the opposite thing occurred in the next three years: the number of employees gradually started growing. In the end of 2007 there had been approximately 1000 employees. By the end of 2008, this number grew to 1100, and finally on December 31st 2009, Telenor had a total of 1207 employees. Having in mind that the field of telecommunications is exposed to everyday changes, Telenor`s employees are expected to adapt to them, set their own objectives in their segment of work, as well as to take on new responsibilities and discover their new talents. In 2007, 2008 and 2009, the company organized a number of trainings, seminars and workshops for its personnel. Through these actions, Telenor tends to provide continuous professional growth and expertise opportunities. Some of the most important ones are: Trainings for future leaders Welcome trainings Codes of conduct Human resource management Communication skills trainings Telenor`s Code of Conduct is one of the key principles upon which the activities of the company are based. This document includes a set of employee policies that cover ethical and legal practices for nearly every aspect of the business. It focuses on the personal responsibility and each employee has to conduct business legally and ethically. Also, it defines ethical rules of behavior for the companys business partners, as well as users. Corporate ethics is very important in the company. The principles of corporate ethics are applicable to all members of the company, including the members of the managing board and top management and all other employees, who represent Telenor on any occasions. Furthermore, the company launched the so called HIT Project, which was encouraged by the television reportage made on one of Telenor`s subcontractors in Bangladesh, who was an obvious example of a company which contributes to bad work conditions, pollution of the environment and child labor. The project focuses on four elements: health, safety, security and environment, and its main objective is for Telenor to emphasize to its business partners the importance of respecting labor and human rights laws. Therefore, Telenor follows the activities of its suppliers in the field and remains in constant touch with them. Furthermore, human resource management conducts the employee satisfaction survey on a yearly basis in order to get a feed back from the employees about the level of their satisfaction, as well as the issues that could be improved and changed within the company. In 2009, the survey was conducted for the third consecutive year and a total percentage of employees which participated was 96.3%. The survey is conducted among all employees in the end of every working year, and concentrates on several important areas of employee satisfaction: satisfaction with job position and work conditions, communication and interpersonal relations within the company, leadership, bonus systems and career opportunities. Results obtained from the survey serve as the foundation for strategy planning for the upcoming years. This point is of particular importance in order to include the opinion of the staff in the process of future strategy defining and decision making, so that everyone can feel that they are a part of it. 2.2. Relationship with clients Top management of the company tends to combine its international experience and the local potential of the country where it operates. In the first year of its activities in the Serbian market, Telenor introduced a large number of significant innovations and new services important for the subscribers. Some of the most innovative products and services offered to the Serbian users are: New prepaid telephone numbers and new channel of sale Telenor Express. Mobile e mail service. The first internet parks in Serbia. Cheaper roaming prices for Telenor users in Hungary and Montenegro Telenor express is the channel of direct sales to customers, which has long and successful tradition in other markets where the company conducts its activities. The new prepaid numbers were introduced in all newspaper stands in Serbia, but could also be purchased through the Telenor Express channel of sale. Approximately twenty five express sales teams are traveling throughout Serbia with specially designed sales stands. In this way the company tries to have direct contact with the customers, to be closer and more available to them, as well as to offer new and innovative sales possibilities and good quality services. Additionally, new prepaid numbers are offered at a much lower rate than previously applied, and each package has higher value than the nominal value of the package. Persons, who decide to purchase a more expensive package, get substantially more free conversation minutes, as well as free text messages, than the ones who purchase a cheaper package. Mobile e-mail is a service dedicated firstly to those who are business users, with the main purpose to facilitate their activities when they find themselves outside the office and need immediate access to their computers. Furthermore, this service enables its users to access and handle their e-mails, calendar and phonebook. The service is compatible to the programs used on their original computers, and can be used by downloading a special software from the Telenor website. From December 1st 2006, Telenor users have the possibility to pay lower prices for roaming services in Hungary and Montenegro, thanks to Telenor network. At the same time, these prices are the lowest prices in comparison to other mobile operators in Serbia. On average, with this service, Telenor users in the Montenegro` s network Promonte are charged 15% less for their voice calls. Additionally, incoming calls from any destination are free of charge for postpaid users in this network. As far as the Hungarian Pannon mobile operator is concerned, prices of outgoing calls are approximately 60% lower, calls made to local mobile and fixed telephone numbers are 25% cheaper, including incoming calls. Calls made to other destinations are 40% cheaper. Additionally, Telenor subscribers have the opportunity to exchange MMS messages with people in ten different countries. The first countries and operators which established this kind of service with Telenor in Serbia are: 02 in Germany, Pannon in Hungary, Telenor in Pakistan, Telefonica 02 in Checz Republic, Sonofon in Denmark, Sunrise in Switzerland, ONE in Austria, Globul in Bulgaria, Telenor in Norway and DIGI in Malaysia. In June 2008, Telenor opened the first internet park in Belgrade, which at the same time represents the first park of this kind in Serbia. People can have free access to the internet and connecting of their portable computers to the internet network is possible either through the wireless connection, or via USB modems, which are located in different places in the park. In the first three months, citizens of Belgrade, as well as other visitors, had the opportunity to test all possibilities of the Internet network free of charge, while enjoying the open air at the same time. Instructions for the connection to the network are displayed on visible places in the park and offer simple explanations through several easy steps. In just several months upon the opening of the first internet park in Belgrade, similar concept was implemented in other Serbian cities: Nis, Novi Sad, Kragujevac and Kraljevo. In this way, citizens of these cities have the possibility to check their e-mails or search the internet sites for various contents. 2.3. Corporate responsibility, young and socially jeopardized categories. Mobile communications contribute to the social integration, having in mind the fact that people can be in touch no matter where they find themselves. However, for a significant number of people worldwide, communication services still represent a luxury and are not available to them. Access to this type of services, in a way, represents the means to fight poverty, ignorance and bad health conditions, as well as to enable people to improve their living situation. One of the main objectives of Telenor is to strive towards creation of value in modern society by offering the possibility of communication services to as many people as possible. In 2007, the auditing company Deloit did a thorough analysis of Telenor`s markets in Thailand, Bangladesh, Malaysia, Pakistan, Ukraine and Serbia which pointed to a very close connection between mobile telephony penetration and the increase of the GDP exists. The analysis pointed out to the fact that the increase of 10% in mobile communications could lead to the GDP rise of approximately 1.2%. Furthermore, the study showed that business operations of Telenor have positive contribution to the upgrading of the productivity level, economic welfare, improvements in health and education systems, improvement of conditions in rural areas and social groups with low incomes. Besides the focus on its business operations, Telenor also directs its activities towards the responsibility towards the local community in which it operates. An evidence to support this claim is the fact that Telenor Group is listed in the first position among twenty four leading mobile operators in the world on the Dow Jones Sustainability Index list, which ranks companies according to the criteria of their overall financial, social and ecological impact on the environment. Upon its arrival to the Serbian market, the top management of the company immediately started to develop different strategies concerning the beginning of the work in the field of corporate responsibility. For that purpose, Telenor established its own Foundation in March 2007, and in this way the company continued to invest in the development of Serbias social potentials. â€Å"The main objective of the Foundation is to initiate and support different types of projects and to develop useful and sustainable solutions which are easy to implement on the territory of the entire country. This is the core concept upon which the corporate responsibility of the company is based and which is being implemented world wide. Members of the Foundations Managing Board were chosen upon the criteria of their expertise in different fields and this enabled for the activities of the Foundation to be guided not only by the companys business plans, but also to adequately respond to the necessities of the Serbian society, its growth and development. Additionally, members of the top and middle management are directly involved in the projects of the Foundation and follow their course. Employees are also invited to participate and to set an example by their involvement, volunteer work and individual efforts.† Majority of the activities and projects which the Foundation conducts are directed towards the young population, their education and professional expertise, socially jeopardized categories, as well as the development of cultural production and art. Telenor`s Foundation accomplishes set objectives through various forms of initiatives: Cooperation with non governmental sector, public and private institutions in different types of projects. Programs of exchange of experts in the field of science and art, as well as providing opportunities for professional internships and scholarships. Exchange of information. Establishing the practice of round tables, seminars, conferences and other events which are in any way linked to the activities of Telenor. Organizing of tenders through which different types of trainings and research are offered. Particular emphasis is put on the young generation and talented people and socially jeopardized categories. 2.3.1. Activities of Telenor directed towards young population Foundation launches special programs, seminars lectures, classes and offers scholarships to those who are perceived as young experts in the fields which are relevant for Telenor`s activities. In 2007, Telenor introduced the award â€Å"Professor Ilija StojanoviĆ¡Ã¢â‚¬  in memory of professor Ilija Stojanovic, who was closely connected to the company and participated in its activities from the very beginning of its operations in Serbia. Every year the award of 1500 euros is given to young students, scientists and researchers for their achievements in the field of telecommunications, in three categories: Best paper / project in the field of telecommunications chosen from the Conference for electronics, telecommunications, informatics, automatics and nuclear technique, held on a yearly basis. Best paper / project chosen from the Telflor (yearly conference), held on a yearly basis. Best student of the Graduate School of Electro-technique (course telecommunications). The Foundation was among the first initiators for the cleaning of neglected areas of Belgrade. Participants of the campaign â€Å"Recycling of landscapes: Be creative and revive the city† were pupils of Belgrade high schools and various artists and the entire project was conducted on ten city locations: open cinemas in Vracar[9] and Zvezdara[10] municipality, summer stage and Pioneer city in Kosutnjak, yard filed of abandoned factory, Zvezdani gaj and other locations. The campaign was lasted throughout 2009 and in this period the locations have been cleaned, painted and decorated with art works. There had been approximately 1000 participants in the campaign and they had the opportunity to get acquainted with the creative art process. Development of the environment awareness was one of the key priorities of the project, which was realized in cooperation with the Belgrade City Assembly and Secretariat for sport and youth. The project became the part of the leading environmental project in Serbia â€Å"Let`s wake Serbia up†, under the patronage of the Ministry for the Environment Protection. , In cooperation with the National Television of Serbia, Telenor joined the campaign â€Å"Skola je Skul (School is Cool)†, which promotes school spirit, representing the most active schools that use creative methods Telenor Group Case Study Telenor Group Case Study CASE STUDY TELENOR 1. General information about the Telenor Group The Telenor Group is the leading telecommunications company in Norway and one of the leading mobile operators in the world in terms of subscription. The company is also the biggest provider of television services in the Nordic region, while at the same time being present as the mobile operator in some of the fastest growing markets. Headquarters of the Telenor Group are located in Oslo, Norway. The company is listed on the Oslo Stock Exchange. With the end of the third quarter of 2009, the Telenor Group has achieved 172 million of mobile subscriptions worldwide and it currently employs approximately 40.000 people in thirty countries. As it is widely familiar, Norway, as well as other Scandinavian countries, is known as extremely developed technology market in the beginning of the 21st century, achieving some of the highest penetration rates for new technologies, such as mobile phones and high speed internet. This actually represents a kind of tradition of the country, having in mind the fact that in 1855 the first telegraph line has been built, followed by the first telephone network connecting the cities of Arendal and Tvederstrand in 1878. Furthermore, Norway was one of the first world countries to introduce mobile telephone system in 1967, which was analogue based and manually operated. In order to understand business operations of Telenor, it seems necessary to make a short historical overview of the companys origins. Beginnings of the Telenor Group date back in 1855 when it was established as a state operated monopoly, bearing the name Norwegian Telegraph Administration NTA (also known as Telegrafverket) and offering the provision of telegraph services. In the last decade of the 19th century, development of the Norways early telephone network was handled by private companies. Norwegian Telegraph Administration, which was in the ownership of the state, gradually took over the privately owned companies in the market and gained control over the sector. Since then, Telenor gained more than 150 years of telecom experience. In 1969, the NTA changed its name to Televerket, also known as Norwegian Telecommunications. With the purchase of Andebu, the last privately owned company in the sector of telecommunications in 1974, Televerket obtained control of the monopoly of t he services of telephone and telecommunications and retained that position till the beginning of the last decade of the 20th century. By the beginning of the 1990s, the company pioneered a new generation of mobile telephone services based on the GSM protocol, which was later accepted and implemented thought Europe. GSM service was launched in 1993 and was followed by the expansion of the company in the field of television broadcasting. This strategic decision provided the company with the opportunity to position itself as the dominant provider of satellite based broadcasting in the Scandinavian region. Since the Norwegian authorities had a tendency to deregulate the telecom sector in the country, the process of deregulation commenced in 1994 and lasted till 1998, with a partial deregulation sector by sector. Even before the government deregulation began, Televerket started with the company restructuring which lasted for four years and included the transformation of the company from a state owned to a public company, as well as the change of the company name to Telenor in 1995. Additionally, the company was a subject of partial privatization in 2000, which gave it a substantial boost of 15.6 billion NOK[1] of new capital and listed it on the Oslo Stock Exchange and NASDAQ. At the beginning of the privatization process, the Government remained the owner of 77.7% of the company, while this percentage was reduced to 53% by 2006. The company was rankedtop performer bythe Dow Jones Sustainability Indexes in 2007 and 2008. The main services which Telenor provides to its consumers and companies worldwide include the following segments: voice, data, content and other services. * In the segment of Voice, Telenor provides people to talk to each other by using fast and reliable networks. This segment focuses on the conversation on the phone, including fixed line, mobile or IP telephony. Fixed voice communication services are provided for users in three countries of the Nordic region and mobile voice in twelve different countries in Europe and Asia. * The segment of Data encompasses of the Internet and broadband services. The company offers fixed line data services like ADSL and fiber-optic communications in the countries of the Nordic region, and mobile data services such as mobile broadband, GPRS, UMTS in 12 countries. From the beginning of 2008, the company has started 3G based mobile broadband services inseven of its markets. * In the field of Content, TV services and mobile content, Telenor offers TV services via cable, digital terrestrial and satellite networks in four Nordic markets. Furthermore, the company also provides mobile content services in several markets, such as mobile TV, sports, ring tones, music and movies. * As far as otherservices are concerned, Telenor has a diversified offer that consists of services, which are telecom related, and the service portfolio is different from one country to another. Depending on the market, the company provides services in the filed of maritime communications, IT consulting, and aircraft communications services. In several markets the company provides Net-centric services, which refer to the IT security for individual consumers and enterprises and machine to machine (M2M) services for enterprises. The major part of the Telenor`s activities is organized in three regions and includes thirteen countries: Asia: Bangladesh, Malaysia, Pakistan, Thailand and India. Nordic countries: Denmark, Norway, Sweden and Finland. Centraland Eastern Europe: Hungary, Montenegro, Russia, Serbia and Ukraine. From the beginning of the 1990s, Telenor begun with its international expansion in the field of mobile communications, penetrating the markets of the following countries: Russia in 1994, Bangladesh, Greece, Ireland, Germany and Austria in 1997, Ukraine in 1998, Malaysia in 1999, Denmark and Thailand in 2000, Hungary in 2002, Montenegro and Pakistan in 2004, Slovakia, Czech Republic and Serbia in 2006. Operations in Greece, Ireland and Germany were sold and the money obtained from this sale has been re invested in the emerging markets. Additionally, in 2005 Vodafone[2] in Sweden was acquired by Telenor. 1.1. Mission and Strategy Telenors primary objective is to create greater value for its shareholders, customers, employees and partners, and for the society in general. The company is dedicated to being at the forefront in creating, simplifying and introducing communication and content solutions to the marketplace. In order to comply with the given goal, Telenor bases its strategy on its customer oriented vision, Here to Help, as well as its core values, Make it easy, Keep promises, Be inspiring and Be respectful. Telenors main strategy is to upgrade the performance of the local mobile operations by combining Groups industrialization with local drive and responsiveness, in the regions where it conducts its business operations: Nordic region, Eastern and Central Europe and Asia. Furthermore, the company plans to maintain its leading position in the Nordic region with a diversified portfolio of communication services. This strategy could be defragmented to the following focus areas: Strengthening of the position of the company as an international mobile operator. Telenor plans to continue the process of strengthening its industrialization of the mobile operations by gaining control over chosen mobile companies. Control is crucial in order to benefit from synergies obtained by cross border activities, such as scale in procurement, development of new services and implementation of best practices, improvement of operational efficiency and the increase of the overall profitability. Telenor plans to manage the non-strategic investments as financial investments and to exit from international mobile operations where the company cannot obtain control over time. Strengthening of the companys position in the Nordic region. Telenor will continue to upgrade its services in the field of mobile and fixed telephony in the Nordic region by using the benefits obtained from economies of scale and cross-border synergies. The company strongly feels that its Nordic presence will improve support to the customers by improving upon its expertise both mobile and fixed services. To find itself at the forefront of communications services providers in Norway. Since the company is the leader in a broad range of services in both the residential and business markets in Norway, Telenor will try to obtain better results in the sense of its profit in the mobile and fixed fields of activity, through the introduction of new services and through various cost-cutting measures. Maintaining of the position of the leader in field of distribution of TV services to consumers in the Nordic region. Telenor additionally insists on finding new possibilities and solutions which will contribute to the strengthening of its strategic position as the leading distributor of subscription based television in the Nordic region. The company will dedicate its activities to contact and attract new users and increase revenue per user through its attractive content and new interactive services. Non strategic companies. Telenor will enhance the value of those companies, which are not strategic for its main business areas and dispose of all or part of its interest in such companies. 1.2. Regional presence Even though Telenor is present in the three dominant regions of the world, the Nordic region is the one where Telenor group has been present since 1855, and the company has held a strong position in the Scandinavian region ever since. The Nordic region is the one from which the majority of Telenor`s income comes from. As it is shown in diagrams 1 and 2, in the first quarter of 2009, 41% of total company revenues came from this region, as well as 37% of EBITDA[3] distribution. The three markets out of which the Nordic region is composed of, in fact represent specific markets with unique differences. For example, although Sweden still has a high use of fixed line telephony, it finds itself at the forefront of the mobile broadband services. Denmark is the market whose customers are the keenest users of SMS and are most interested in content services. Finally, Norwegian customers show growing interest in digital music services and Telenor Group has a high share on this market. The Nordic region is also significant since Telenor combines present and future technologies in the telecom field. As a supplement to existing offers, Telenor provides new broadband technologies, such as Fibre to the Home (FTH) and Long Term Evolution (LTE), the 4th generation mobile broadband standard. The strong distinction between fixed and mobile telephony is slowly vanishing in these markets. According to the data obtained from†¦..there is an evident transition from fixed to mobile networks. The data implicate that the mobile share of voice traffic has increased from 20% in 2003 to 60% in 2008. This is one of the reasons why Telenor acquired Vodafone in Sweden in 2006. Furthermore, the company now has 4G licenses in Norway and Sweden. In order to build networks and share spectrum of mobile communication, Telenor has joined Tele2[4] in a joint venture. The plan is to launch the LTE based broadband services by the end of 2010. This action will position Telenor as the leader of the 4G development worldwide. The same project is planned for Norway, with the difference that it will start in 2011. The Telenor Group has penetrated the Asian region in 1996, through the investment in Grameenphone[5] in Bangladesh. From the very beginning of its operations in Asia, the market has been the cornerstone of the development of the Telenor Group, enabling opportunities for growth in one of the most populated and fastest growing markets in the world. Additionally, mobile operations in Asia have a significant contribution to the total revenues and EBITDA of the Group. Data obtained in the first quarter of 2009 show that the region generated 30% of the revenues, 28% of the Groups EBITDA, and a total of 67 million mobile subscribers of the region. The company has received many awards for innovation and services in the past ten years and has been the driving force in the network development of Asia. Additionally, it has significantly increased the capacity of the regional network and provided coverage, connecting millions of people in new areas, who were previously unconnected. Over the past few years the Asian mobile market has been growing significantly. The growth is additionally stimulated by continuous innovations and new services provided by the company. The Group is active in the markets of Pakistan, Malaysia, Thailand and Bangladesh, and the company holds 3G license in Malaysia. Another important step of Telenor was the acquisition of Unitech Wireless[6] in India, through which the company penetrated one of the worlds largest and fastest growing markets. Since the beginning of the 1990s, the mobile markets of Central and Eastern Europe and Russia became a part of Telenor`s business operations. The main characteristic of these markets is the growth opportunity, making it significant part of the Telenor`s strategy in the years to come. Even though the markets of Central and Eastern Europe are challenging economic environment due to the process of transition, which these countries have undergone or are still undergoing, mobile operations of the Group deliver solid financial performances. The first quarter of 2009 shows that Telenor generated 17% of Groups total revenues and 32% of EBITDA. The region also generated 93 million of mobile subscribers. Also, the region of Central and Eastern Europe and Russia has achieved rapid growth in mobile subscription both in consumer, as well as business markets. The company is currently involved in investments in the 3G network in Hungary, Russia, Serbia and Montenegro. The priority is given to the n ew technological and eco friendly solutions, like the wind and solar powered base stations in Hungary, and testing of the new generation wireless broadband in Montenegro. 2. Telenor in Serbia Telenor`s presence in the Balkan region started at the beginning of 1990s when the company launched its operations in Hungary in 2002 by operating Pannon[7], followed by activities in Montenegro through Promonte[8] and finally, Serbia in 2006. Telenor penetrated the Serbian market through the purchase of the Serbian company Mobi 63, Serbias second largest mobile operator and this actually represents the largest privatization transaction in the central and eastern Europe in 2006, as reported by the audit company PriceWaterHouseCoopers. Telenor Group outbid two other short listed competitors at the auction (Mobilkom from Austria and Orascom Telecom from Egypt), offering a bid of 1.513 billion euros. Telenor took over the company on 31st of July 2006, upon the completion of all legal requirements and the signing of the Sales Agreement. The entire auction was broadcasted live on the Serbian national television and was attended by the highest state representatives. Mobi 63, formerly known as Mobtel, was formed by the Government of Serbia in the month of April of 2006, upon the revocation of the operators mobile license, which occurred due to the illegal dealings of the companys previous owners, who were suspected to have sold t he operators license in Kosovo to Mobikos, without requesting permission from the official authorities of Serbia. The Government then proclaimed that the sale was a threat to the national security. The acquisition of Mobi 63 made by Telenor includes a ten year license for GSM 900/1800 and 3G operation for the company, which is renewable for a successive period of ten years upon application. Additionally, the company also obtained Mobi 63`s existing assets, which included the base of approximately 2.5 million customers (in the end of 2005). In just three months upon its arrival to the Serbian market, Telenor invested approximately 15.3 million euros in the equipment of the highest technology, necessary to meet the requirements of the planned network expansion on the territory of Serbia. For this purpose, Telenor signed cooperation agreement with Erickson. Additionally, another contract with the Erickson Company worth 40 million euros for the purpose of network improvement was signed by the end of 2006. The main objective of these investments was to upgrade the quality and the capacity of the existing network, which consequently brings additional quality and services to its users. The actual benefit for the users of the Telenor network is its expanded coverage and good quality. Starting form March 1st 2007, the company enabled the use of commercial services in Serbia, provided by the 3G mobile broadband technology, which consequently provides its users with the possibility to get easier and faster access to the contents on the internet, such as movies, music videos or TV program. 2.1. Relationship towards the employees When Telenor acquired Mobi 63 in August 2006, the company had 926 employees. The newly appointed top management reached a strategic decision to take over the entire infrastructure of the company, as well as its personnel, meaning that there will not be any reduction in the number of employees. In fact, quite the opposite thing occurred in the next three years: the number of employees gradually started growing. In the end of 2007 there had been approximately 1000 employees. By the end of 2008, this number grew to 1100, and finally on December 31st 2009, Telenor had a total of 1207 employees. Having in mind that the field of telecommunications is exposed to everyday changes, Telenor`s employees are expected to adapt to them, set their own objectives in their segment of work, as well as to take on new responsibilities and discover their new talents. In 2007, 2008 and 2009, the company organized a number of trainings, seminars and workshops for its personnel. Through these actions, Telenor tends to provide continuous professional growth and expertise opportunities. Some of the most important ones are: Trainings for future leaders Welcome trainings Codes of conduct Human resource management Communication skills trainings Telenor`s Code of Conduct is one of the key principles upon which the activities of the company are based. This document includes a set of employee policies that cover ethical and legal practices for nearly every aspect of the business. It focuses on the personal responsibility and each employee has to conduct business legally and ethically. Also, it defines ethical rules of behavior for the companys business partners, as well as users. Corporate ethics is very important in the company. The principles of corporate ethics are applicable to all members of the company, including the members of the managing board and top management and all other employees, who represent Telenor on any occasions. Furthermore, the company launched the so called HIT Project, which was encouraged by the television reportage made on one of Telenor`s subcontractors in Bangladesh, who was an obvious example of a company which contributes to bad work conditions, pollution of the environment and child labor. The project focuses on four elements: health, safety, security and environment, and its main objective is for Telenor to emphasize to its business partners the importance of respecting labor and human rights laws. Therefore, Telenor follows the activities of its suppliers in the field and remains in constant touch with them. Furthermore, human resource management conducts the employee satisfaction survey on a yearly basis in order to get a feed back from the employees about the level of their satisfaction, as well as the issues that could be improved and changed within the company. In 2009, the survey was conducted for the third consecutive year and a total percentage of employees which participated was 96.3%. The survey is conducted among all employees in the end of every working year, and concentrates on several important areas of employee satisfaction: satisfaction with job position and work conditions, communication and interpersonal relations within the company, leadership, bonus systems and career opportunities. Results obtained from the survey serve as the foundation for strategy planning for the upcoming years. This point is of particular importance in order to include the opinion of the staff in the process of future strategy defining and decision making, so that everyone can feel that they are a part of it. 2.2. Relationship with clients Top management of the company tends to combine its international experience and the local potential of the country where it operates. In the first year of its activities in the Serbian market, Telenor introduced a large number of significant innovations and new services important for the subscribers. Some of the most innovative products and services offered to the Serbian users are: New prepaid telephone numbers and new channel of sale Telenor Express. Mobile e mail service. The first internet parks in Serbia. Cheaper roaming prices for Telenor users in Hungary and Montenegro Telenor express is the channel of direct sales to customers, which has long and successful tradition in other markets where the company conducts its activities. The new prepaid numbers were introduced in all newspaper stands in Serbia, but could also be purchased through the Telenor Express channel of sale. Approximately twenty five express sales teams are traveling throughout Serbia with specially designed sales stands. In this way the company tries to have direct contact with the customers, to be closer and more available to them, as well as to offer new and innovative sales possibilities and good quality services. Additionally, new prepaid numbers are offered at a much lower rate than previously applied, and each package has higher value than the nominal value of the package. Persons, who decide to purchase a more expensive package, get substantially more free conversation minutes, as well as free text messages, than the ones who purchase a cheaper package. Mobile e-mail is a service dedicated firstly to those who are business users, with the main purpose to facilitate their activities when they find themselves outside the office and need immediate access to their computers. Furthermore, this service enables its users to access and handle their e-mails, calendar and phonebook. The service is compatible to the programs used on their original computers, and can be used by downloading a special software from the Telenor website. From December 1st 2006, Telenor users have the possibility to pay lower prices for roaming services in Hungary and Montenegro, thanks to Telenor network. At the same time, these prices are the lowest prices in comparison to other mobile operators in Serbia. On average, with this service, Telenor users in the Montenegro` s network Promonte are charged 15% less for their voice calls. Additionally, incoming calls from any destination are free of charge for postpaid users in this network. As far as the Hungarian Pannon mobile operator is concerned, prices of outgoing calls are approximately 60% lower, calls made to local mobile and fixed telephone numbers are 25% cheaper, including incoming calls. Calls made to other destinations are 40% cheaper. Additionally, Telenor subscribers have the opportunity to exchange MMS messages with people in ten different countries. The first countries and operators which established this kind of service with Telenor in Serbia are: 02 in Germany, Pannon in Hungary, Telenor in Pakistan, Telefonica 02 in Checz Republic, Sonofon in Denmark, Sunrise in Switzerland, ONE in Austria, Globul in Bulgaria, Telenor in Norway and DIGI in Malaysia. In June 2008, Telenor opened the first internet park in Belgrade, which at the same time represents the first park of this kind in Serbia. People can have free access to the internet and connecting of their portable computers to the internet network is possible either through the wireless connection, or via USB modems, which are located in different places in the park. In the first three months, citizens of Belgrade, as well as other visitors, had the opportunity to test all possibilities of the Internet network free of charge, while enjoying the open air at the same time. Instructions for the connection to the network are displayed on visible places in the park and offer simple explanations through several easy steps. In just several months upon the opening of the first internet park in Belgrade, similar concept was implemented in other Serbian cities: Nis, Novi Sad, Kragujevac and Kraljevo. In this way, citizens of these cities have the possibility to check their e-mails or search the internet sites for various contents. 2.3. Corporate responsibility, young and socially jeopardized categories. Mobile communications contribute to the social integration, having in mind the fact that people can be in touch no matter where they find themselves. However, for a significant number of people worldwide, communication services still represent a luxury and are not available to them. Access to this type of services, in a way, represents the means to fight poverty, ignorance and bad health conditions, as well as to enable people to improve their living situation. One of the main objectives of Telenor is to strive towards creation of value in modern society by offering the possibility of communication services to as many people as possible. In 2007, the auditing company Deloit did a thorough analysis of Telenor`s markets in Thailand, Bangladesh, Malaysia, Pakistan, Ukraine and Serbia which pointed to a very close connection between mobile telephony penetration and the increase of the GDP exists. The analysis pointed out to the fact that the increase of 10% in mobile communications could lead to the GDP rise of approximately 1.2%. Furthermore, the study showed that business operations of Telenor have positive contribution to the upgrading of the productivity level, economic welfare, improvements in health and education systems, improvement of conditions in rural areas and social groups with low incomes. Besides the focus on its business operations, Telenor also directs its activities towards the responsibility towards the local community in which it operates. An evidence to support this claim is the fact that Telenor Group is listed in the first position among twenty four leading mobile operators in the world on the Dow Jones Sustainability Index list, which ranks companies according to the criteria of their overall financial, social and ecological impact on the environment. Upon its arrival to the Serbian market, the top management of the company immediately started to develop different strategies concerning the beginning of the work in the field of corporate responsibility. For that purpose, Telenor established its own Foundation in March 2007, and in this way the company continued to invest in the development of Serbias social potentials. â€Å"The main objective of the Foundation is to initiate and support different types of projects and to develop useful and sustainable solutions which are easy to implement on the territory of the entire country. This is the core concept upon which the corporate responsibility of the company is based and which is being implemented world wide. Members of the Foundations Managing Board were chosen upon the criteria of their expertise in different fields and this enabled for the activities of the Foundation to be guided not only by the companys business plans, but also to adequately respond to the necessities of the Serbian society, its growth and development. Additionally, members of the top and middle management are directly involved in the projects of the Foundation and follow their course. Employees are also invited to participate and to set an example by their involvement, volunteer work and individual efforts.† Majority of the activities and projects which the Foundation conducts are directed towards the young population, their education and professional expertise, socially jeopardized categories, as well as the development of cultural production and art. Telenor`s Foundation accomplishes set objectives through various forms of initiatives: Cooperation with non governmental sector, public and private institutions in different types of projects. Programs of exchange of experts in the field of science and art, as well as providing opportunities for professional internships and scholarships. Exchange of information. Establishing the practice of round tables, seminars, conferences and other events which are in any way linked to the activities of Telenor. Organizing of tenders through which different types of trainings and research are offered. Particular emphasis is put on the young generation and talented people and socially jeopardized categories. 2.3.1. Activities of Telenor directed towards young population Foundation launches special programs, seminars lectures, classes and offers scholarships to those who are perceived as young experts in the fields which are relevant for Telenor`s activities. In 2007, Telenor introduced the award â€Å"Professor Ilija StojanoviĆ¡Ã¢â‚¬  in memory of professor Ilija Stojanovic, who was closely connected to the company and participated in its activities from the very beginning of its operations in Serbia. Every year the award of 1500 euros is given to young students, scientists and researchers for their achievements in the field of telecommunications, in three categories: Best paper / project in the field of telecommunications chosen from the Conference for electronics, telecommunications, informatics, automatics and nuclear technique, held on a yearly basis. Best paper / project chosen from the Telflor (yearly conference), held on a yearly basis. Best student of the Graduate School of Electro-technique (course telecommunications). The Foundation was among the first initiators for the cleaning of neglected areas of Belgrade. Participants of the campaign â€Å"Recycling of landscapes: Be creative and revive the city† were pupils of Belgrade high schools and various artists and the entire project was conducted on ten city locations: open cinemas in Vracar[9] and Zvezdara[10] municipality, summer stage and Pioneer city in Kosutnjak, yard filed of abandoned factory, Zvezdani gaj and other locations. The campaign was lasted throughout 2009 and in this period the locations have been cleaned, painted and decorated with art works. There had been approximately 1000 participants in the campaign and they had the opportunity to get acquainted with the creative art process. Development of the environment awareness was one of the key priorities of the project, which was realized in cooperation with the Belgrade City Assembly and Secretariat for sport and youth. The project became the part of the leading environmental project in Serbia â€Å"Let`s wake Serbia up†, under the patronage of the Ministry for the Environment Protection. , In cooperation with the National Television of Serbia, Telenor joined the campaign â€Å"Skola je Skul (School is Cool)†, which promotes school spirit, representing the most active schools that use creative methods

Great Leaders - Nnamdi Azikiwe and Patrick Henry :: World History

Great Leaders - Nnamdi Azikiwe and Patrick Henry Both Nnamdi Azikiwe and Patrick Henry though they lived more than two hundred years apart from each other, were leaders of their own time. They both lived through unbearable, and inhumane conditions. Nnamdi Azikiwe through slavery in Nigeria, and Patrick Henry through the unbearable things that Great Britain had placed upon the colonists. The conditions in both of their times might have been similar, but certainly not equal. The Africans were under much worse conditions than the colonists. They had to deal with the segregation of all the people around them. Separate benches, and even different restrooms for the Nigerians and the white men. The ex-servicemen didn't get the same privileged that the white men did. They were denied many things. Political freedom, economic security and social emancipation. They had to give up all that was theirs so that others could rule over them. The Nigerians were denied their basic human right that all people get. They were treated as if they of another kind like an animal or beast. Slavery was one of the worst things that the Nigerians had to live through. Working for others, and barely earning what would be just enough for their families, if they even got that, because some didn't get any money if they were stolen, so that other Nigerians could get money. They were sold, traded and t ossed around as if they were not people. They were forced to live under humiliating conditions. The conditions were unbearable to what the average person in America might be able to handle in this day and age. The Nigerians were torn from one of the most basic rights that we have here in America today. The right to freedom, and the pursuit of happiness. Through these conditions it is unnatural to live life, so that is why they needed their freedom. The Americans were treated in a similar way. They were forced to live under laws that today would seem to be the craziest ideas, and they seems like they could never actually happen to anybody, but they did a very long time ago. They were taxed major amounts. They paid taxes on almost every item. There was only tax on the items that they purchased from Great Britain, However they got all their items from Great Britain because there was no other place that they could get these items, so they paid taxes on everything.

surgery on amputations :: essays research papers

Amputation is a surgery to remove a limb or part of a limb. Amputation can also happen as an accident, which is called a traumatic amputation. Who is a candidate for the procedure? Amputation is most often used for one of four conditions:  · gangrene, which is a severe limb infection with death of tissue  · lack of enough blood flow through the arteries that supply blood and oxygen to the affected limb  · severe trauma or injury of a limb  · cancer or a tumor involving a limb Amputation has serious emotional and physical effects. For this reason, limb removal is usually advised only when other options are not possible or have little chance of success. How is the procedure performed? There are many different ways to perform an amputation. A single finger or toe may be removed, or an entire arm or leg. The surgeon will usually try to remove as little of the limb as needed to treat the condition. An amputation is done in an operating room. In many cases, general anesthesia is used to put the person completely to sleep with medications. Regional anesthesia may also be used. In this case, a person is awake but has no sensation of pain. The area of skin where the incision will be made is cleaned. The surgeon then cuts into and through the skin. In most cases, the surgeon will remove the limb or part of the limb at a point where there is a joint. For instance, the entire leg below the knee may be removed. The knee area is chosen partly because this is where the shinbone, or tibia, meets the thighbone, or femur. Removing the part or whole limb at a joint prevents the need to break one of the bones. After the part or whole limb is removed, the skin is closed with sutures. A bandage or dressing is then placed over it. What happens right after the procedure? The person is taken to a surgery recovery room while he or she wakes up from the surgery. Pain medication is given if needed. Antibiotics and other medications may also be given. When the person is awake and his or her vital signs are within normal limits, he or she is usually taken back to a bed in the surgical inpatient unit. In most cases, the person will need to stay in the hospital for at least 1 or 2 more days.

As I Lay Dying :: essays research papers fc

As I Lay Dying William Faulkner's As I Lay Dying is a novel about how the conflicting agendas within a family tear it apart. Every member of the family is to a degree responsible for what goes wrong, but none more than Anse. Anse's laziness and selfishness are the underlying factors to every disaster in the book. As the critic Andre Bleikasten agrees, "there is scarcely a character in Faulkner so loaded with faults and vices" (84). At twenty-two Anse becomes sick from working in the sun after which he refuses to work claiming he will die if he ever breaks a sweat again. Anse becomes lazy, and turns Addie into a baby factory in order to have children to do all the work. Addie is inbittered by this, and is never the same. Anse is begrudging of everything. Even the cost of a doctor for his dying wife seems money better spent on false teeth to him. "I never sent for you" Anse says "I take you to witness I never sent for you" (37) he repeats trying to avoid a doctor's fee. Before she dies Addie requests to be buried in Jefferson. When she does, Anse appears obsessed with burying her there. Even after Addie had been dead over a week, and all of the bridges to Jefferson are washed out, he is still determined to get to Jefferson. Is Anse sincere in wanting to fulfill his promise to Addie, or is he driven by another motive? Anse plays "to perfection the role of the grief-stricken widower" (Bleikasten 84) while secretly thinking only of getting another wife and false teeth in Jefferson. When it becomes necessary to drive the wagon across the river, he proves himself to be undeniably lazy as he makes Cash, Jewel, and Darl drive the wagon across while he walks over the bridge, a spectator. Anse is also stubborn; he could have borrowed a team of mules from Mr. Armstid, but he insists that Addie would not have wanted it that way. In truth though Anse uses this to justify trading Jewel's horse for the mules to spare himself the expense. Numerous times in the book he justifies his actions by an interpretation of Addie's will. Anse not only trades Jewel's horse without asking, but he also steals Cash's money. Later on he lies to his family saying that he spent his savings and Cash's money in the trade. "I thought him and Anse never traded," Armstid said. "Sho," they did "All they liked was the horse" Eustace a farmhand of Mr. Snopes said.

Poetry Essay Essay

The three poems Remember written by Christina Rossetti, A Mother In A Refugee Camp by Chinua Achebe and Poem at Thirty-Nine by Alice Walker share the same negative theme of loss and separation. Remember explores the pain felt by losing loved ones. A Mother In A Refugee Camp emphasizes the relationship between a mother and her child living in a refugee camp. Poem at thirty nine is a poem about the reminiscences of a loved one. Remember expresses the pain in losing and letting go of a loved one. This is shown through the techniques of imperatives and contrasts. The first few words said by the speaker is â€Å"remember me†. This quote is very effective in expressing the personas demanding tone. The technique used is an imperative. This quote can have multiple interpretations as the speaker can be seen to be speaking in a selfish tone or in a concerned tone. In this sonnet the lover is addressed directly. The word ‘remember’ is repeated several times, this shows that there is a sense of fear the speaker holds that their lover might forget them too quickly. This word gives the effect of there being a separation between two lovers. The title itself consists of this word which shows the power of the word and the entire poem. The speaker at first appeals to her lover to remember her after death, but as the poem progresses she dispels her selfishness. The poem unfold as the word ‘remember’ is used the reader understands that there is separation between two lovers. The reason of the separation becomes more clear when â€Å"gone far away† is repeated. This quote conveys the concept of death. The speakers sorrow is stressed by the reappearance of the words ‘gone away’. All sonnets are known to have a change in tone within them ; this sonnet has a change in tone from negative to positive. In the two quatrains the speaker repeats the word â€Å"remember†, but the speaker uses the reiteration of the word â€Å"forget† towards the end. This supports the change of tone, she changes her tone from talking only about herself to caring about the person in front of her. Sonnet 116 by William Shakespeare is similar to the sonnet Remember as in both poems love is believed to be constant even after death. Shakespeare and Rossetti both use the form of sonnets. The themes of loss and separation are conveyed through the constant repetition and steady tone. In Remember, the speaker rejects her selfish desires and considers that it would be better to â€Å"forget and smile† rather than to â€Å"Remember and be sad†. This shows the contrast between speaker being selfish to being selfless. In this quote she confirms that she doesn’t want her lover to feel hurt in her absence. The speaker mentions to â€Å"hold me by the hand†, this demonstrates the clear and distinct relationship between the two lovers. This quote uses the technique of alliteration, of the letter h, this is a soft sound which shows the gentleness in their relationship. Monosyllable words don’t flow well with other words and Christina Rossetti used monosyllable words to reflect upon the upset and disjointed mind she has. is quote shows the intimacy of their relationship. It also had the connotations of not letting go of something, the speaker wants her lover to keep hold of her. This is a gesture that occurs between two lovers which reveals that the speaker is in fact talking to her loved one. The structured poem constantly revealed the love the speaker felt for her partner. Christina Rossetti had written this poem during the Victorian era, this was when the poems were more structured. The sonnet created the effect of the speaker revealing her feelings and letting her emotions out. Christina Rossetti may have chosen to write this poem because she had also lost the one she loved. In Remember the themes of loss and separation are constantly explored . A Mother in a refugee camp. The title says it all, it is a poem about a mother in a refugee camp, but it also shows how a mother tragically loses her child. The mother in this poem will â€Å"soon have to forget† her child, this foreshadows her child dying and shows that she would have to forget her child. This quote uses the technique of euphemism to create a callous image of her loss. The word ‘soon’ gives the reader a sense of time, it creates the effect of death is yet to come upon the child. Throughout this poem poignant imagery is used successfully, this creates sympathy for the mother and her child. The mother described in this poem was unlike any other mother, she appeared to be weary and worn-out yet she wasn’t prepared lose her child. The mother had uncovered a â€Å"ghost-smile† and the poet had used an oxymoron to show this. This technique was effective in showing that she held a remnant of her smile. The metaphor used could have two possible meanings: she is either happy that she is still with her child but her smile is faint due to her exhaustion or she holds a fake smile just to keep a smile on her child’s face. The mother appears to maintain her pride as she combs the â€Å"rust colored hair† on her delicate child’s head. The ‘rust’ colour symbolizes dried up blood, the colour is also related The condition of the hair seems to indicate that the child is suffering from diseases and is rapidly aging. The child is exposed to the weather, and less hygienic areas. The child’s health lead to his death, and the loss of a loving mother’s child. In A Mother in a refugee camp, the poet vividly describes many children experiencing â€Å"blown empty bellies† this oxymoron effectively creates an image of children starving yet having blown bellies due to diseases developing. This quote had connotations of starvation and malnutrition which later on lead to death . The mother in this poem is again compared to regular mothers as instead of cherishing the small thing’s in life she visits her child at a â€Å"tiny grave†. The poet has again used poignant imagery effectively, juxta position is used as the words ‘tiny’ and ‘grave’ are unusually put together. The word ‘tiny’ is used to show that her child was young and small. Another poem that shares the theme of separation and letting a loved one go is Do not go gentle written by Dylan Thomas. A Mother In A Refugee Camp is all one stanza, which mirrors the mother revealing a stream of feelings. The poet Chinua Achebe, is a U. N ambassador. While he was writing the poem he might have referred to the time he had visited some refugee camps, and had seen the conditions. He believes that any mother in a refugee camp can give better than the best type of love that exists. This poem was largely influenced by the negative theme of loss and separation, between a mother and her child. Poem at thirty nine, is based on how a daughter looks back on her memories with her father. The speakers father was close to dying â€Å"before the end† has the connotations of death, and her father standing before it. This quote has effectively used the technique of euphemism, it shows the separation that will be caused because of the death of her father. This quote is the first time she shows a sign of loss and regret. In the first few stanzas is the description of the speakers father, she had mainly remembered him guiding her life. He had â€Å"taught† her many things. This word was repeated often in the first section of this poem. This reveals the relationship between the speaker and her parent. This poem shows more of a teacher student relationship rather than one between a father and his daughter. The word ‘taught’ showed that the speaker considered her father to be a role model, and this quote convey the significance of his role. When writing this poem Alice Walker may have been inspired by the death of her own father. She had expressed her feelings and emotions into this poem, and explores the theme of loss from her own experience. The free verse structure follows the train of thoughts. The speaker in poem at thirty nine had been separated from her father due to his death yet she carried on adapting to her life even after her loss. In poem at thirty nine , the speaker uses a simile to describe her father as being care free when she says â€Å"he cooked like a person dancing†. This quote creates an image of her father being more spontaneous just like her. The poet uses enjambment to effectively maintain a trail of memories, the remembrance of her father once she had lost him was further inserted using this technique. Compared to her past she has become more light hearted â€Å"Seasoning none of my life the same way twice† . This quote has revealed the persona to be spontaneous which contrasts with her father as she is shown to be more diverse compared to her father being tedious. This extract once again refers to cooking. The way her father had brought her up made her more unpredictable, the lack on structure in the stanza mirrors the atmosphere. The cooking could be a symbol of independence, her ability to strive even without her father. Piano written by D. H Lawrence, is another poem that shares the theme of nostalgia. Both poems demonstrate a reflection upon the speakers childhood. The poet had used comparison between â€Å"grieved† and â€Å"admire† which was what the persona believed her father would have thought of her in the past and at the present time. This difference shows the adjustment in tone from the beginning of the poem when the tone was more negative and the end where the tone changed to be more positive as she started using words like admire. she had thought her father would be disappointed with her, but towards the end she thought she would have been admired. In this poem a daughter had lost her father and the theme of this loss was continuously supported throughout the poem. In conclusion, all 3 poems share the theme of Loss and separation. Remember emphasizes the loss in relationships, and that grief will undoubtedly come with the loss of a loved one. The speakers quality of writing is shown in her other pieces. A mother in refugee camp explores the theme of loss in a perspective a mother losing her child. Poem at thirty nine describes the relationship between a daughter and her father, that had met his death. The poet shows how the speaker remembered and admired her father in various ways. All of the poems stress the inevitability of loss and separation in all relationships.