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Introduction to Report This report making of a certain selected organization was the requirement of internship program compulsory for Business istration students of University of the Punjab Gujranwala campus. This report contains a detailed overview of services and working of Zong Pakistan. Zong is an international provider of high quality telecommunication, data and media communication services. It is the subsidiary of China Mobile which is very large and well known. It’s basically referred to as CM Pak i.e. China Mobile, world's largest telecom operator. Having a customer base of over 300 million customers, its network routes 700 million text messages every day and handles 250 million calls every hour.Zong Pakistan launched its operations few years back & replaced Paktel , setting precedence for further foreign investments in the telecom sector. Every one knows the role of “Human Capital” in the life of any organization. As present era is solely an era of Humanistic capital so the organizations focusing on people excellence are getting the competitive edge over its rival in the modern market. So being a student of HR I have analyzed major HR functions and policies of Zong Pakistan which includes: 1. Selection & recruitment. 2. Wages & incentives. 3. Performance management. 4. Career management. 5. Human resource planning. 6. Training & development. 7. Job Analysis & job description. 8. Orientation. 9. Human resource information system. 10. Operations and Security.

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Introduction to Telecommunication Every organization, whether it is a multinational, private business, government offices, etc… depend on its people. These people working as General Managers must be trained and kept motivated, offered good working environment and must be acknowledged at work. Telecom industry is growing in Pakistan, with new companies getting license the competition is tough as a result the consumer is getting benefit and enjoying cheap call rates. With a population of 15 million countries, telecom is one of the best revenue generated industry. As voice over IP, web conferencing and online video sessions are becoming popular these companies have bright future ahead. The main players is telecommunication industry in Pakistan are •

Warid

•

Zong

•

Ufone

•

Mobilink

•

Telenor

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History of Zong Paktel is a mobile telecommunication company in Pakistan. It was the first ever company granted license to carry out cellular phone services in Pakistan, set up by Cable & Wireless. It carried out AMPS services until 2004, when the company launched GSM services as well. Its main competitor emerged in late 1990s as Instaphone and soon began to dominate the market. However after the launch and rapid success of Mobilink in 1998, both services lost market share. In 2003, Millicom, bought Paktel. Millicom installed a new management team. In January 2007 Millicom sold Paktel for $284 million to China Mobile. Recently China mobile company in Pakistan after replacing the code 0304 with 0314 now introduced its new brand called “ZONG” . With an introductory slogan “Say everything” or “Sub Keh Do” & started its advertising campaign at popular print & electronic media outlets.

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Company Profile CMCC China Mobile is the world's largest telecom operator. Having a customer base of over 300 million customers, its network routes 700 million text messages everyday and handles 250 million calls every hour. China Mobile is perhaps the only cellular network that provides uninterrupted, reliable coverage through tunnels, on highways, inside sky scrapper elevators as well on top of Mount Everest. One of the unique features of China Mobile servicing excellence is customising its products, services and tariffs to suit the individual needs of its huge subscriber base. There are hundreds of payment/tariff options to choose from according to one's usage pattern, budget limitations and nature of use. China Mobile is the first overseas subsidiary, China Mobile Pakistan has the license to offer and operate voice, data and all value added services in the entire country. One of the fastest growing cellular markets in the world, Pakistan is a key region that is likely to offer expansion opportunities as well the chance to make a difference in the lives of a growing clientele that is demanding and understands and appreciates better quality and service standards.

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CMPAK China Mobile Pakistan (CMPak) is a 100% subsidiary of China Mobile. The pioneering overseas set up of China Mobile came through acquisition of a license from Millicom to operate a GSM network in Pakistan. So far CMPak has invested more than US$ 700 million in the telecom sector in Pakistan and an additional US$ 800 million will be invested till the end of year 2008. With ambitious plans to cater to the fastest growing Pakistani market and to win over the ever demanding Pakistani customer, it will be offering unprecedented coverage, voice and data services as well as a wide range of tariff options to choose from. CMPak's edge comes from the experience and expertise of running the world's largest telecom service and the commitment they make to setting quality and customer relations standards. CMPak is geared to offer neatly packaged VAS products that will benefit the individuals, corporates as well as small businesses. Led by a team of professionals from the field of cellular communication, CMPak is determined to make its mark in the Pakistani market and to change the way people communicate.

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ZONG PAKISTAN ZONG is the first International brand of China Mobile being launched in Pakistan. It is meant to empower and liberate the people of Pakistan in every nook and corner of the country. It will become a part of their hearts, their minds and bring about a change in their lives that every one desired but few thought would be possible. The core essence of ZONG is to allow people to communicate at will. Without worrying about tariffs, network coverage, capacity issues or congestion. ZONG will be ed by ground breaking communications, trend setting customer service and an unmatched product offering which will redefine rules of the game and establish ZONG as a serious contender for the number one spot. ZONG would offer its customers with entertaining & innovative value added services and will empower them by giving a wide variety of products, services & content to choose from. They are privileged to be the pioneering country introducing this brand with others to follow. And God willing, together they will also make ZONG a success story for others to try and replicate.

The Brand Zong font is futuristic depicting a clear and modern approach. It is simple and in italics, depicting the move forward, yet comes out as composed and a coherent. The new refined font couples a tinge of dexterity transforms in to a flexible outlook. The blue background gives the brand a young and fresher look, whereas the type phase, illustrates the confidence, stability and corporate image.

Colour: Color is second element in developing a distinctive visual identity; color can trigger an emotion and evoke brand associations. Zong logo is predominantly blue, red and white; the

colors

depict

energy,

youth,

sophistication

and

optimism.

Different people, different landscapes, different cultures, but one nation, one common

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expression, one common voice, one choice-Zong a brand that understands your needs and speaks to your mind and heart. Zong is young, progressive, energetic, genuine and honest, clearly someone from your bunch of friends, who never lets you down and deeply inclined to your side-a true companion and well wisher. Zong a fresh dynamic and customized brand befitting your lifestyle in order that you feel it as part of your life. A brand that you can always count on, sincerely, that understands your needs, wishes and desires and helps you get connected with your loved ones anywhere, anytime. So speak your heart out and be good to your expression as Zong is all set to mesmerize you with the ever-entertaining

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The Vision “With perfect sincerity and integrity, we will strive to fulfill their triple-sided responsibilities: their economic responsibility; their social responsibility and their environmental responsibility.” As a good corporate citizen, China Mobile Limited is committed to the harmonious development of its business, society and the environment. China Mobile Limited will remain humble and keep innovating in order to achieve pre- eminence.

Zong Vision Statement “Make communication exciting” We will conduct ourselves with integrity and live our company values deliver continuous innovation and exceptional quality services Foster an internal environment of innovation, collaboration and trust In doing CM Pak will become our customer partner of choice, our industry employer of choice and our shareholder investment of choice

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The Mission China Mobile’s mission statement is “Communicate a Boundless World and Construct an Information Society”. It aims to build an “omnipresent” mobile network to provide a colorful set of mobile communication applications with “omnipotence”, to promote the citizen’s level of “informationalization” and enhance China Mobile’s competitiveness at an international level. “Omnipresence” entails a secure, open digital network with seamless coverage which allows everyone to use the network at anytime and at any place. “Omnipotence” entails the continuous creation of all kinds of applications to suit the individual needs of consumers and the prompt adaptation to new changes to the environment. “Omnipresence” and “Omnipotence” are China Mobile’s ambitious plans and also the objectives that China Mobile aims to achieve through its ethos “Perfection”.

Zong Mission Statement “To be leasing mobile operator in pak by continuously innovating and offering exceptional quality and service , to be a good corporate citizen and envy of friendship between China and Pakistan.”

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Core Value Responsibility Makes Perfection Five Key Values 1. Trust Worthiness Trust worthiness to be promoted between employees and with customers. Building Trust and Integrity must characterize in everything we do. We want everyone who comes in with us to know that we do things the right way at CMPak. We work with honesty, integrity and loyalty. We don't take short cuts. 2. Respect Respect to be core part of the work environment .We treat each other with respect giving individuals autonomy, privacy, due courtesy in day to day interaction with our customers, suppliers, contractors, and of course each other. We tolerate and accept diversity. 3. Responsibility Responsibility sharing and being aware of the responsibility with in the work place and outside of it.CMPak is a much larger company today than we were. With this increased size comes the challenge of operating in a timely fashion. We must avoid bureaucratic delays in the pursuit of excellence. We must be agile enough to act faster than our competitors. 4. Communicate Openly We want good news to travel fast and bad news to travel even faster up the line. We need to be mindful of the importance of honestly communicating problems as well as breakthroughs. The sooner we communicate a problem, the easier it is for us to marshal our company's resources to solve it. We must communicate with each other at all levels fostering harmony and a culture of openness. 5. Team Work Team works culture with in the organization. CM Pak’s power comes from the talented people who make up our company. By cooperating and sharing our knowledge with each other seamlessly across organizations, we can make our company even stronger

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Guiding Principles of ZonGerZ The women and men (ZonGerZ!) of CM Pak, are guided by the following Principles. They describe our company as we want it to be. We want our decisions and actions to demonstrate these Values. ZonGerZ believe that putting our Values into practice creates long-term benefits for shareholders, customers, employees, suppliers, and the communities we serve. •

ZonGerZ take responsibility for QUALITY… Our products and services will be "best in class" in of value received for rupees paid. We will deliver excellence, strive for continuous improvement and respond vigorously to change. Each of us is responsible for the quality of whatever we do.

•

ZonGerZ deliver CUSTOMER satisfaction … We are dedicated to satisfying our customers. We believe in respecting our customers, listening to their requests and understanding their expectations. We strive to exceed their expectations in affordability, quality and delivery.

•

ZonGerZ act with INTEGRITY in all we do… We are each personally able for the highest standards of behavior, including honesty and fairness in all aspects of our work. We fulfill our commitments as responsible citizens and employees. We will consistently treat customers and company resources with the respect they deserve.

•

ZonGerZ value EACH OTHER… We treat one another with respect and take pride in the significant contributions that come from the diversity of individuals and ideas. Our continued success requires us to provide the education and development needed to help our people grow. ZonGerZ are committed to openness and trust in all relationships.

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•

With Responsibility comes Perfection… We take responsibility for our actions, we seek to understand each other and behave in a professionally responsible way. We value each others ideas and treat each other with respect. ZonGerZ seek perfection in all things they do and we accomplish perfection through team work and finding solutions to problems.

•

ZonGerZ regard our SUPPLIERS as essential team … We owe our suppliers the same type of respect that we show to our customers. Our suppliers deserve fair and equitable treatment, clear agreements and honest on performance. We consider our suppliers' needs in conducting all aspects of our business.

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Goals and Objectives Mobile communication is now a utility. You need your mobile phone. Zong team seeks to meet consumers all communication needs by providing the best technology at an affordable price. They give you: Coverage

-

Convenience

at -

an at

an

affordable

price.

affordable

price.

Connectivity - at an affordable price. It would be their prime objective to be rated as the best cellular service provider in Pakistan by expanding their service area to every corner of the country which is to be backed by excellent after-sales service. As a major step towards achieving their goal of expanding their services rapidly They have decided to award the expansion contract to different vendors in Pakistan. These high ambitions would certainly lead us to become a major force in the development of telecom industry in Pakistan. We know that their partners Alcatel-Lucent Technologies, Ericsson Pakistan Limited, Huawei Technologies Pakistan and ZTE Pakistan are very well-known globally for their technical expertise and professionalism. The professionals representing their partners will help CMPak achieve its goals in the shortest possible time. Zong have completed acquisition of 100% shares of ZONG. US $ 723 million worth of FDI has already been made in the country and on top of that They’ll be investing millions of dollars in the future Let me reiterate their resolve and uncompromising commitment that China Mobile is here to stay which is why They are planning to continuously invest to improve their network coverage and quality. China Mobile has the resources and technical expertise to become one of the largest operators of the country.

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ORGANIZATIONAL ETHICS While making any decision, Zong Pakistan has been ethically conscious. Since China Mobile (the parent company) has is origins in China, , Zong Pakistan acknowledges its moral and ethical duty towards its stakeholders and society. Zong Pakistan will not resort to bribery or illegal offers to accept any decision; values will not be compromised to get licensed. If the organization believes it is not ethically right, it will never take that decision. In most of ments they project themselves as the care taker of the values of Pakistani people, so they claim to cherish the core cultural norms and values of the Pakistani people. When the cartoon controversy arose, Zong condemned such actions mocking religious beliefs and portrayed this on their building.

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Focus on Management Development Zong's management and organization is imbued with t values. The Group Management has devised five leadership requirements that apply to all managers in the Group, and all management groups shall discuss what these requirements mean to them. The demands are:  ion for business.  Change and constant renewal.  Operational excellence.  Empower people.  Integrity. All managers are subject to annual evaluations based on these management criteria. Human Capital Division at Zong believes in continuous improvement and is taking the standards of service to the utmost levels of excellence. From providing the best istrative to facilitate employees work life to creating benchmark security solutions, we are a team of enthusiastic, energetic young people who are geared to perform the best always. From being the best in providing benefits to our employees to the best in providing development opportunities, we have managed to create a culture of ion for business, operational excellence and constant renewal. We are committed to assisting employees in exploring, developing and maximizing their full potential, encouraging continuing education through internal and external training and development opportunities. Together with your commitment, we will deliver positive results and create opportunities that will benefit the Zong family.

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Human Resource Policies It is China Mobile’s part of H.R policy to retain and recruit the local employees, which would benefit both the parties, thus they would be contributing in reducing the unemployment rate in the country by providing new job opportunities & the opportunity of training & development. They would make this company the most sought after in of human resource, network, and brand and customer service to begin with and show all their stakeholders that They are the best professionals in this industry and They mean business. To and assist the local employees, CMPak would be calling in Chinese experts who possess a rich experience in the relevant fields. Moreover, on the front of Corporate Social Responsibility, They as a team owe a lot to this society and would render their in some social development projects. They will also show and announce about their environment friendly Towers as soon as possible. Their plans aim to make this company grow very rapidly in areas like human capital, brand, technology, distribution and services etc. However, none of these plans can be achieved without a strong national workforce in Pakistan. Career ZONG is committed on attracting and retaining the best human resource from all over Pakistan. Its also provides a working environment which satisfies the professional and personal needs of its employees. Strategic Planning The Company has set up a strategic management system to formulate the company s five - year development plan and three-year strategic plan, which includes five

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management modules: environmental analysis, an objectives system, proposal formulation, measures planning and implementation assessment. These modules lay down the action plan for the Company’s development and establish a strong supervisory control system for the implementation of strategies, budgets and internal performance management, strengthen the guidance and driving function of strategies on business operations. Budget Management: Strategic optimal resources allocation The Company has adopted a comprehensive budget management system based on the company’s strategy and market analysis to ensure the Company’s strategy, business plans and budget are effectively linked up and to guarantee that the key areas of enterprise development are carried out with priority. The budget objectives also provide a breakdown of responsibilities from subsidiaries, departments to individuals and strengthen control and analysis of the budget implementation to ensure the realization of the strategic planning. Core Values The Company upholds its core value in earnest, namely “Responsibility Makes Perfection”. With “Communicate a Boundless World and Construct an Information Society” as its mission, the Company strives to become the “Creator of Superior”. Responsibility Makes Perfection CM Pak is here with the same theme which they are following in China i.e. Responsibility leads perfection. By this CMPak shows how much responsible the organization is to achieve perfection.

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Corporate Philosophy The core concepts of the Company’s corporate culture are “Responsibility” and “Pre- eminence”, meaning that the Company shall “Enrich the Public’s Livelihood” by its “Noble Virtues”. To that end, the Company is committed to being a benevolent, responsible and outstanding corporate citizen who never ceases in its efforts in making improvements. Based on the understanding of their triple-sided responsibilities, namely their economic responsibility to grow, their responsibility to the society and their responsibility to the environment, China Mobile Limited’s vision of responsibility is as follows: “With perfect sincerity and integrity, They will strive to fulfil their triple-sided responsibilities: their economic responsibility, their social responsibility and their environmental responsibility.” -

The Company will keep its commitment to being an outstanding corporate

citizen

and will fulfill its promises with utmost integrity, and it will continue its

efforts in innovation and pursue ever greater perfection without resting on its laurels in order to achieve the harmonious development of the Company, the society and the environment. The starting-off point of the Company’s vision of responsibility is “acting in good faith”, which bears the two-fold meaning of "sincerity" and "integrity" in ancient Chinese culture. “Sincerity” is the starting-off point and driving force behind the continuous efforts of the Company in fulfilling its responsibilities and “integrity” is the norm and basic standards for the fulfillment of their responsibilities. “Economic responsibility”-

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the Company will pursue harmonious development for itself and will secure its own sustainable development through credible and responsible economic activities. To this end, the Company will demonstrate all its strengths, continue its efforts in innovation and pursue ever greater perfection.

“Social responsibility”-

The Company will pursue the harmonious development of the society and, whilst pursuing its own excellence, the Company will strive to achieve synergy with the development of the society with a view to make progression towards the sustainable development of the human society.

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“Environmental responsibility”The Company will pursue the harmonious development of the environment. To this end, the Company will endeavor to protect the natural environment by reducing its consumption of resources and the impact of its operation on the environment.

Code of Business Principle CMPak activities should serve to illustrate that business success in demanding markets can be achieved without compromising ethical principles or international norms. Their Codes of Conduct have been adopted by the CMPak’s Board and are a key management tool for influencing all their activities. The Codes of Conduct cover areas that are important for ensuring solid business ethics in all aspects of their activities. They contain specific and practical rules, and set the standards for how individual employees should conduct business when faced with competition and demands for meeting business objectives. Failure to comply with the Codes of Conduct results in sanctions suited to fit the nature and extent of unauthorized actions. The Codes of Conduct apply to managers, employees, hired staff and anyone acting on behalf of CMPak.

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DEPARTMENTS & FUNCTIONS 1.

Finance

2.

Customer Services

3.

Commercial

4.

Technical

5.

I.T

6.

Human Resources

7.

istration

8.

Legal Affairs

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Finance Department •

Fixed Assets

•

Corporate s

•

Bank reconciliation

•

Regulatory

•

Budgeting and corporate affair

•

Credit and collection

•

Procurement and contracts

•

Payables

•

Reporting and commissions

Customer services Department Operations: •

To facilitate and guide the customer

•

To resolve customer’s queries, requests and provide optimal solution.

•

To inform and update customers about promos, AS and products.

•

To minimize cost and increase revenue.

System: •

The call center employees help solve the problems of customers on telephone.

•

Identify and resolve root causes of chum and strive to minimize churn.

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Marketing Department •

Develop and execute regular promotions

•

Brand management

•

Ensure successful new city / product campaign launches

•

Public relations

•

International roaming

•

Value added services

•

Strategic planning and pricing

•

Monitor competitor pricing and other activity and report back

•

Market research

•

Sales analysis

Sales department Indirect sales: •

Manage the franchise network

•

Ensure achievement of sales target of franchise

•

Coordinate with other departments for development programs

•

Training of franchise staff

Direct sales: •

Meet assigned sales targets throughout the year

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•

Maximize customer satisfaction and minimize churn

•

Generate new s and manage old ones

•

Strong follow-up

IT /Billing Department •

Networking

•

NPS

•

Rollout

•

and M

•

Network security

•

Billing

Internal Audit Department •

Audit internal systems and processes

•

Fraud prevention

•

Introduce control mechanisms

•

Revenue assurance

Technical Department •

Maintain and operate the GSM cellular.

•

Plan and roll out network expansion as per the commercial target.

•

Work closely with commercial and IT department to launch new services and cities. 24

istration Department •

Operations Department

•

Infrastructure Department

•

Safety and Security

HR ZONG “Listening to our employees attentively is the responsibility of ZONG HR. Your will be kept in absolute confidentially by being sent only to HR Operational Excellence Team. We ensure the facilitation of the process in the best interest of the Company and the Employees!”

Human resources department •

Employee services:

•

Payroll information

•

Leave and medical record

•

Final settlements and provident fund

•

Policies and procedures

•

Employees record and recreation

•

OD and effectiveness

•

Training plan

•

Talent management

•

Performance management

•

Employees’ retention

•

Orientation employee communication

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•

Staffing and compensation

•

Staffing plan and HR budgeting

•

Management trainee and internship program

•

Interviewing and selection

•

Headhunters

•

Compensation, benefits and incentive

Components of a HRM System "Zong A multinational Telecom provider where people make the future"

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Regardless of the size or type of the business, any organization’s most important asset is its Human Resources. Human Resources management strives to achieve organizational goals and goals of the employees through effective personnel programs, policies and procedures. Personnel management program varies from organization to organization. If there is good performance of personnel department, then the employees of the company will be motivated and satisfied. The department manages and mobilized the human resources.

Structure of the Organization In Zong the hierarchy is very lean, in general the whole setup is centralized, all the matters are to be reported to the main company and all the policies and targets are approved at the higher level. But at the department level the structure is decentralized. The human resource of Zong is highly skillful, educated and committed towards their work. Mostly people working in Zong are masters in specialized fields. According to them their human resource is their biggest assets. Human resource manager is responsible of handling any disturbances but small disputes are handled by supervisors. A continuous training is conducted inside and outside the organization to improve the skills of the employee. On achieving different target different intrinsic and extrinsic rewards are given. The job description of each and every employee is predefined. Performance appraisal is done on annual basis

Important information about Zong’s Human Resource Hrm participates in strategic decision making of Zong. Approximately 2000 plus contractual and permanent people are employed in Zong Pakistan in which 70% are male and 30% female employees, they are preferring young and fresh talent as they have a lot to give to an organization .Minimum salary starts from 20000 PKR.

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The scope of human resource function increased in Zong during last 3years. Zong is currently focusing on and using 360 degree approach.

Functions of Human Resource Department Human Resource department of Zong Pakistan is termed as “Human Capital Division”. Commonly for the human resource department the main functions are performed only the selection. Recruitment and employee’s training. No doubt these practices are also performed by the human resource department, this is not end of the game, and these functions are the part of the activities performed by the human resource department. In Zong human resource department also performs various functions on its side. The main functions of the human resource department are, •

Recruitment of the employees

•

Selection of the employees

•

Placement of the employees.

•

Proper job planning for the employees

•

Guidance for the current employees

•

Cultural Excellence (Training & Development)

•

Compensation and benefits

•

Operations department

•

Organizational Development

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•

Making relationship within the organization among different department and out side the organization

•

Performance evaluation of the employees. These are few listed functions/activities performed by the human resource department in Zong Pakistan. The further elaboration of these points will be in next section.

HUMAN RESOURCE PLANNING Zong Pakistan has a skilled human resource planning department. As we know that each human resource department in any organization play key role and operate like an eye of an organization, like wise in Zong Pakistan they are performing their functions and fulfilling their requirement of the organization by matching the organizational needs with the employee’s skill, knowledge and ability whether these needs are identified or being demanded by any department of the Zong Pakistan. Human resource planning in the Zong is basically performing different kind of functions which are as follows, 1. Whether there is need for recruitment in the organization. 2. If there is demand from any department, they (HR department) identify the need of the department. 3. Placement of their employees. 4. Convenience to their employees. 5. Work for employee’s motivation. 6. Check on employee’s performance 7. Developing career plans for their employees. Zong is newly born baby in Pakistan market, they have had strong competitors in their fields, and they entered in the market of telecom where already the price war (price

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competition) had been initiated among three pioneer companies of Pakistan, including UFONE, MOBILINK and WARID. So the human resource department has to play very important role in the Zong Pakistan in making itself a strong brand. Human resource department will continue its effort towards nurturing a winning corporate culture and building organizational capabilities by ensuring that its people will be able and willing to perform at consistently exceptional levels. Human resource department performs different kind of functions/practices in this regard to make its effort more and more effective, are as follow: •

Recruitment & Selection process

•

Performance appraisal

•

Training & Development

•

Reward Management

JOB ANALYSIS AND PREPARATION OF JOB DISCRIPTION JOB ANALYSIS: When hr department is asked or demand for more employees in any other department, the activity HR department performs that first they compile the whole job duties, responsibility grade, work unit and placement and afterwards they prepare the job description.

Job description: A single job description is prepared for two purpose, first they use it to publish it in the local newspaper which have a nationwide network and secondly they use the same job description for the website where the online application facility for the new employment. Job description they prepare for the newspaper has a slight difference from the job description they have on their website. Job description they prepare for the newspaper is very simple but the components they have in this job description are as follows: Job title: Includes the job title for which it is being d. 30

Department for which department the job is required: Responsibilities Includes the key areas to perform, autonomy and power. Specification: Includes the basic skills, knowledge, ability, experience and educational background. Gender: They specify the gender for the particular. Working location: Sites where he/she has to place for job. At the end the HR department specifies the address of their particular regional head office and main head offices for these ments where the candidates send their resumes.

Recruitment and Selection Group/organization always formed with two or more than two people. For this reason hiring of the people from different sources is very necessary and important on its side. Because its (recruitment/selection procedure) performance further leads the organization to success or failure that how they are recruiting people whether it from within the organization or outside the organization. Every organization uses different kind of methods and techniques for hiring the people. In human resource language we can say that, People are most valuable assets for any organization. Zong Pakistan as it is said that they are new here in Pakistan market and they are facing too many challenges, in which the hiring of the people is very important still the activity of hiring the people is going on, the most acceptable reason for this, it is on the growth stage of its product development, we know that with the establishment of the its network they have to hire more and more workers/ executives and managers on their side. Different methods they are using for hiring their employees are as follows:

Internal recruitments:

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Internal recruitment stands for the recruitment within the organization, as they are newly established business they do not have any kind of internal recruitment still they are focusing on hiring the people from outside.

External recruitment: External recruitment stands for the recruitment of the employees from other source/externally. They perform different kind of steps in this category, For the external recruitment first the need for the new employment is created or if it is being demanded by any department. Human resource department first identifies the need of that job, particular its expenses in hiring that employee(s), time required for its training and orientation in Zong Pakistan. After the approval of the manager of human resource department, different methods they adopt for the external recruitment are as follows. •

ment through news paper

•

ment through net (official web site)

1. ment through news paper: Zong Pakistan also has jobs ments through newspaper. In news paper they mention proper job title, job descriptions, placement, experience required, educational requirement are also mentioned there and time and date for leaving the required documents and place to where these documents are to leave.

2. ment through official website: Zong also gets the job applications from net through its official web site of organization. There is formal network or database has been formed for online applications and people can leave their resumes their on net .They are still working to improve their online recruitment system.

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SELECTION PROCEDURES After a substantial amount of applications have been received, the HR managers again work together to shortlist the applications. This is done by carefully going through all the application and by giving different weight age to the following criteria •

Quality of early schooling

•

Grade obtained

•

Extra Curricular activities

•

Overseas travel and education

•

Age

•

Target University

•

Relevant experience

The HR Department then issue call letters to the short listed candidates along with blank application forms by Date, time and venue for the preliminary interview is advised and candidates are asked to bring along completed application forms. of HR and line management carries out competency-based interviews focusing on functional skills and

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managerial and supervisory skills. After the preliminary interview is cleared people applying for different jobs are tested in different ways. The following management competencies are assessed by a of cross functional assessors In the case of management selection: •

Communication skills

•

Resource management

•

Rational decision making

•

Creative thinking

•

Business development

The HR department is responsible for overall istration of the assessment centre including training of the assessors.

Orientation After the recruitment and selection of the employees socialization and orientation of the employees has started firstly the new comers or new employees have to report to the line manager of their particular department and he is then introduced with the current values, beliefs and code of the conduct of the organization.

Code of conduct in Zong: 1. Zong has a professional and positive workplace with an inclusive working environment. 2. People have to behave with respect and integrity towards anyone comes into with through your work. 3. They have to create an environment free from any discrimination, be it based on religion, skin color, gender, sexual orientation, age, nationality, race or disability.

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4. They also have to create a working environment free from bullying, harassment or similar. We do not tolerate any behavior that can be perceived as degrading or threatening. Human resource department also believe that most of the things employees learn with the age of the time, main reason for that is there is always problem in the adjustment at new place of employment.

Orientation of the employees Orientation of employees at Zong Pakistan includes with the introduction with the organization, a brief introduction about organization and as well their placement, policies, rules, regulations, safety, health and some other basic issues in the organization. During the orientation of the employees they are introduced with the supervisors, coordinator and other employees working with him/her. They are introduced with their job and working conditions and other initial information is delivered to them during orientation.

Equal opportunities Zong does not have a gender-divided labor market. As a result of the changing organizational structure, specific equality initiatives by the company have been taken. Occupational groups with technological backgrounds (chartered engineers, engineers and technicians) have been dominant and there was a major predominance of men with this

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education and these skills. At the same time, units such as the directory enquiries services and customer services had a clear dominance of women. During recent years, this has evened out, due to increased awareness in recruiting personnel in the various disciplines and due to changes in the basis for recruitment. Zong's efforts to strengthen the Groups position as an attractive employer have resulted in an increased recruitment of highly skilled women. Customer Services, which was originally dominated by female employees, now has almost the same number of men as women. The average salary for women has increased, and this unit now employs male and female personnel on equal pay conditions. The average annual salary in the whole organization for women is lower than for men. This is mainly due to the number of men in senior positions outweighing the number of women.

Training Methods and Employee Development The principles relating to the development of the working environment are made available on the learning portal Learn at Zong in the form of separate e-learning programs for both employees and managers. Zong believes that each individual is attributed with potentials, which can be maximized by enabling conditions favorable to their growth. It is recommended that staff gets an opportunity to engage and learn through active involvement in HRD interventions, which could include trainings, workshops, learning exposures, conferences, exchange visits etc. The staff training needs will be identified through performance development program plans in consultation with respective line managers and individual staff. Line managers will be fully responsible for ensuring their staff receives access to training and development events in areas that have been identified for them. The national HRD budget will be located. The employee upon return form local HRD event will submit

36

detail report outlining key learning’s and use of training received in the organizational work set. Zong Pakistan is providing the training to its employees at level where the organization feels about the performance gaps especially in engineering department and IT division and level of technology does matter too. Zong at present providing the training to its employees when they introduce any kind of new technology and further more they also provide training to their employees in the call center division. Most important thing to note that Zong Pakistan is still employing the experienced people for jobs and at start they don’t have any kind of formal training.

Planned process for training & development Training needs analysis: Zong Pakistan identifies the training needs at different levels and provides them to their employees in sense to enhance their skills, the training needs are provided at various levels like whenever they introduced the new technology and when they entered in the new place, they provide training to them.

A. Training to new comers: Zong provide the training not only to its employees but also to its new officers working outside the organization like franchise workers, sales officers etc.

B. Training development phase: 37

Methods of training: 1. On job training: Zong provide the on job training during the duty hours, which is totally about the job instructions. 2. Coaching : Zong provide the coaching facility to its employees for their training like training in the call center and in other official matters.

C. Training implementation: During the training they are provided with the specific environment in which learning aspects are there. Before providing them training one important element is considered that how much information these people already have, whether the further information which will be given will be fruitful or not for employees. They are first introduced with the training purpose and introduced more with the specific environment they are being provided for the training mode. The training rooms for the employees are located in the respective department and each training room is U-shaped and equipped with the white board and multimedia. Sitting arrangement is very proper.

D. Training evaluation phase: After providing the sufficient training to employees they are evaluated on the basis of the different criteria, first they are assessed through their behavior whether after providing the training they have any kind of change in their behavior and along with the leaning purpose that whether they get the sufficient information from their training and they also have to take tests through these training programs to confirm, there must no any kind of performance gap after having the training particularly in their field. And afterwards the employees are also evaluated through their output level.

Changes brought in Zong by HRM 38

•

Employee development

•

Employee appraisals

Compensation and benefits criteria in Zong •

Zong gives

•

Medical

•

Bonuses

•

Allowances

•

House rent allowance

•

Utilities allowance

•

Cost of living allowance

•

Conveyance allowance

Regulatory Department Regulatory department is supposed to make coordination’s with in the department as well as with government agencies like PTA and even other telecommunication service provider. Regulatory team is headed by Mr. Syed Naser Ali Hamdani whose designation is Director Regulatory. I had the opportunity of working in regulatory department for two weeks under Mr. Syed Naser Ali and it was a very different experience. This is their basic working and functions that they perform,

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PTA The Regulatory Team Syed Naser Ali Hamdani (Director Regulatory) Ahmed Faisal (Sr. Manger Regulatory) Ayaz Mehmood (Sr. Officer Regulatory) Waqas Raja (Officer Regulatory) Inter department coordination Head of Department would be the focal point for both Internal and External departments For co ordination with regional offices , the concerned department situated at H.Q would be the point of .

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HOD shall be responsible to reply back the concerned department/stake holder with 48 hours. Next level of escalation would be Executive Director in case any delay. Area of Operations PTA Affairs: Regulatory department has to deal with Pakistan telecommunication authority on daily basis •

Any issue related to Licenses- Pakistan/AJK

•

New NDC and Numbering Series

•

Subscribers Antecedents issues/back-log.

•

Complaints responds/replies.

•

Towers /BTS Approvals

•

Provisioning of Monthly/Quarterly Data.

•

All sorts of correspondence with PTA on behalf of CMPak

to Agencies: •

ISI,IB,MI (Monitoring Equipment Installation)

•

PTA Vigilance Department

MoIT: •

Interaction /correspondence with Ministry of IT on the policies and SRO’s.

Daily mail/Correspondence Mechanism Type of mails regulatory responsible for: 41

- All the mails addressed to COO. - All the mails sent by PTA, ISI, IB, FAB, FIA, MoIT and other government agencies. - All those mail addressed to CEO but dispatched from the above mentioned agencies. Internal Courier/mail man to handover the mails in person to any of the regulatory staff by noting down the date and time due to the criticality of the mails. The regulatory team would stamp the letter, asg a specific Ticket Number for future tracking. The Stamp comprises of Ticket Number, Received on, Due Date and Concerned Department Name. The Ticket number which consist of date, file number would look like this 02(day)-03(month)-10(year)/08(file number)-01(number letter received on that same date for the particular file. The above Ticket Number would look like this 020310/08-01 Regulatory Team would then give a unique name to this letter comprises of subject of that letter and date. For instance: PTA-IMEI-BLK-KHI-9FEB’10 Once the tagging is completed, the document is scanned and e-mailed to the concerned departments and their supervisors. This document is then immediately posted on Regulatory Tracking Sheet, which is being updated on daily basis and placed on Regulatory Folder. Regulatory Tools and their utilization Document Tracking System: - Any In bond or Out Bond document has to be tagged and scanned before dispatching or placing in its respective file. - The tagging would actually help us in the follow up with different stake holders and pulling out of the archives as and when required.

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- Regulatory has bifurcated each folders on the basis of months, if you visit Regulatory Link, the folders would look like this JAN SCAN ’10. This folder would consist of all In & out Bond correspondence. Meeting Schedule Sheet - All the record of meetings would be posted in this sheet which is being on regulatory basis. - The meeting information are extracted from the letters/e-mail or verbal messages we receive from different sources. - Following are the fields which can be seen in this sheet. - Date, Day, Time, Venue, Adenda, Concerned Person/Tentative Participants Dead Lines Follow ups on Compliance Reports. Our job is not over till the response of the concerned department is received, hence we have to keep sending the reminders to the concerned stake holders till we get their response. Thus for this purpose, this reminder sheet is being used which keep the track of pending replies. Current Affairs Folder A folder containing the hard copies of all the correspondence occurred on of different Current Affairs regarding Regulatory Front. This folder is being used for the Ready Reference Purpose. Regulatory Team keeps it up dated on regular basis and removes the cases which reach to its logical end. Establishment of 24/7 Help Desk-Regulatory •

As per PTA’s instructions we have established a Help Desk operational 24/7.

•

Locations, Antecedents, Call details are provided to LEAs 24/7as per their requirements

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Suggestions for the Regulatory department •

To operate 24/7 help desk efficiently, we need resource after 6 pm to 9:00 am

•

Overtime allowance should be claimed to existing resource for working Day/Nigh

Packages & Products of Zong Pakistan Following are the packages being offered by zong which makes them distinctive and gives them edge over the rest of their competitors •

ZONG Prepaid Packages

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ZONG Postpaid Packages

•

ZONG Internet Packages

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•

ZONG Mobile Number Portability

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ZONG SMS Packages

•

Special Offers

•

Recharge Options

Zong Prepaid Packages

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ZONG 45 Ladies and Gentleman, we bring you ZONG 45, the new pre-paid package of ZONG which offers lowest call rates in the industry, with calls at 45 paisa only. ZONG 65 Ladies and Gentlemen, we bring you ZONG 65, the new pre-paid package of ZONG that delivers 100% on economy and guarantees lowest call rates to any network in Pakistan. Aik Second Packages Make call for just 4 paisas per second! ZONG Default Package We promise to provide our customers with best services and offers that are transparent, simple and miles ahead of competition; just like ZONG 80 Paisa Package.

ZONG's New SIM!

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ZONG's New SIM price now gives you the chance to ZONG's network and enjoy all of ZONG's packages and offers only for Rs 150! ZONG Family Pack Now set yourself free from worries about your mobile bills, minutes, charging intervals , balance ,Late night hours , Day time hours , offer hours , non-offer hours. Lahore Unlimited Get ready Lahore & keep your phones charged! Now make unlimited calls without worrying about the balance or the time of the day you are calling with Lahore Unlimited! 12 Annay Packages Talk for an entire hour - any hour, for only Rs.4.99 and for the first time in Pakistan you can change the hour everyday 50 Paisa / Call (8 Aanay) Any network any time People claim of simplicity and yet give you half the truth. Only ZONG gives you the full truth at half the price. Now make calls to any other mobile network for 8 aanay i.e. 50 paisas per call and you can change that number any time you want. You will have to pay 40 paisas extra for the first minute only. So say it clear, say it loud, say it to anyone, and say it all! To avail this offer please dial 907 from your ZONG number. This offer is available on 12 Aanay package only. Addition/modification charges of Rs. 15 + tax apply.

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Break Time Offer For the first time in Pakistan, ZONG offers you the benefit of calling your friends and family freely during daytime. Late Night Offer ZONG now presents “Late Night Offer” which now allows ZONG subscribers to make unlimited number of On-net calls for as long as they want as many times as they want between 0000 – 0700. Free Package Choose Unlimited favorite ZONG numbers and call from midnight to 7am - absolutely free! This is a limited time offer, so rush now before you miss the deal of a lifetime! ZONG Super Free Number That special someone deserves something special. Now call on your one special number 24 hours - for free!

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Voice bundles ZONG was launched with a commitment to add value to the customer’s communication experience. This is why ZONG has been the fastest growing telecom company in Pakistan. ZONG has introduced numerous services that not just make communication affordable but also make it more exciting. Keeping all these things in perspective ZONG now launches VOICE BUNDLES for its prepaid subscribers. Using these Voice Bundles customers will get free minutes and SMS against an upfront payment. Customers will have 3 options available to select from. These 3 options are mentioned below Voice Bundle Package Bundle Price

Free Minutes

Free SMS

PKR 100 Bundle 80 100 PKR 500 Bundle 425 500 PKR 1000 Bundle 900 1000 *Customers can subscribe to these Voice Bundles by calling 912 and selecting their preferred bundle of choice or typing “sub” and sending an SMS to 912.

ZONG Postpaid Packages

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50

Nation-wide Tarrif Line Rent (Rs)

100

300

600

1200

2000

On-Net (Rs.) Off-Net (Rs.) PTCL (Rs.) FNF (Rs.) FNF Numbers Spouse Number (Rs.) Free SMS (On & Off Net) SMS Rate (Rs.) VPMN (Rs.) MMS Rate (Rs.) GPRS/ MB Unlimited SMS (Rs.) Refundable Security Deposit

0.5 0.75 0.75 0,4 5 N/A 20 0.5 0.25 3 15 90 600

0.4 0.75 0.75 0,3 5 N/A 20 0.5 0.25 3 15 90 1000

0.35 0.7 0.7 0.2 5 N/A 20 0.5 0.25 3 15 90 1500

0.3 0.65 0.65 N/A N/A Free 150 0.5 0.25 3 15 90 2500

0.2 0.65 0.65 N/A N/A Free 300 0.5 0.25 3 15 90 4000

100 60 20 20

300 180 60 60

600 360 120 120

1,200 720 240 240

6,800 6,000 600 200

Free Minutes Free Minutes Break Up On-Net Off-Net -PTCL Details 30 Sec billing The charges are inclusive of the interconnect charges Free minutes will be calculated on per minutes basis We will offer 5 FnF (on-net only) numbers on 100, 300 & 600 package FnF addition charges will be Rs 15 for each addition For FnF Addition / Modification dial 1313 from your Mobile Spouse number will only be applicable on Rs 1200 & 2000 price plan with zero charges Spouse number can be added / changed once in a month Free Minutes on 1200 & 2000 pakage are exclusive of Spouse number Spouse number can be added by calling our help line or visit our Customer services centre or by using Zong E Care: http://ecare.zong.com.pk

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Rs 2000 LR package will have 6800 free minutes in total, 6000 minutes will be On-Net with a daily cap of 200 Minutes (Fair usage policy) The first 200 minutes of the day will be charged at Rs 0 after which charging will be done at On-Net Airtime rates i.e. 0.2 per 30 sec Unlimited SMS Bundle can be subscribed by sending a SMS “Sub” to 700 You can send unlimited SMS by subscribing to the SMS bundle. SMS Bundle subscription will remain valid till your bill date. Daily SMS limit is 500 after which you will be charged as per your tariff. Note Please note that all calls will be automatically disconnected after 59 minutes.

ZONG Internet Packages ZONG default package

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Interested in paying for the exact data volume you consume. ZONG’s per MB package offers the cheapest charging unit across the cellular industry @ Rs. 15/MB + tax. To use the service Activation is as simple as the package, just dial 905 from your ZONG connection and get connected!

Volume based Mobile Internet Packages Packages Zong Default Zong Free Note

Voice Package plan Prepaid & Postpaid Prepaid

Per MB Cost Rs. 15 Rs. 10

Subscription charges for per hour package is Rs. 10+t Validity of Monthly Packages is 30 days Mobile Internet unit is charged per 16KB After the expiry of monthly packages, standard Mobile internet charges as per the data plan will be applicable. To Activate Hourly and monthly packages dial 905 ZONG Mobile Internet Hourly package

Another spectacular service from ZONG that will keep you entertained 24/7. After rocking the market with our services and all the amazing call rates, we are back with an outstanding feature for all packages; ZONG hourly based Internet package. Internet was never this economical and easy. In just Rs. 15/hour surf all you want and whenever you want! It is really that simple…. It’s time to step out of the bits and bytes charging domains to experience the joy and liberty of plain and real flat time based

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charging. And that’s pretty logical too, why should you pay extra when ZONG is offering you something which you’ve have been looking for. With the hourly package on ZONG Mobile Internet you can avail a charging unit of only Rs. 0.25/min+Tax. ZONG is committed to offer such packages for customers because we know what our customers want, so here we are presenting the market with an opportunity to just grab their cell phones, sit back, relax and experience the true spirit of the internet with ZONG, through our custom made ZONG hourly based Internet package. To use the service Activation is as simple as the package, just dial 905 from your ZONG connection and get connected!

Packages

Voice Package plan

Cost per min

Zong Per hour

Prepaid & Postpaid

Rs. 0.25

ZONG Mobile Internet Hourly package Another spectacular service from ZONG that will keep you entertained 24/7. After rocking the market with our services and all the amazing call rates, we are back with an outstanding feature for all packages; ZONG hourly based Internet package. Internet was never this economical and easy. In just Rs. 15/hour surf all you want and whenever you want! It is really that simple…. It’s time to step out of the bits and bytes charging domains to experience the joy and liberty of plain and real flat time based charging. And that’s pretty logical too, why should you pay extra when ZONG is offering you something which you’ve has been looking for. To use the service Activation is as simple as the package, just dial 905 from your ZONG connection and get connected!

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1: Rs. 15/hour + tax 2: Rs. 0.25/min + tax Unlimited Internet Package For customers who want to loads of data, ZONG offers you the first Unlimited Internet Package that you will simply love. Daily Mobile Internet Package It’s time to step out of the bits and bytes charging domains to experience the joy and liberty of unlimited ing. And that’s pretty logical too, why should you pay extra when ZONG is offering you something which you’ve been looking for. Zong introduces the only daily mobile internet package of Pakistan. Daily Mobile Internet Package is a spectacular Mobile Internet offering that will keep you entertained 24/7. After rocking the market with our Hourly Mobile Internet Package, we are back with an outstanding package for all our internet s; ZONG Daily based Internet package. Internet was never this economical and easy. In just Rs. 5/day you can surf all you want and whenever you want! It is really that simple…Use the first 60 minutes any time during the day without any additional charges. ZONG is committed to offer such packages for customers because we know what our customers want, so here we are presenting the customers with an opportunity to just grab their cell phones, sit back, relax and experience the true spirit of mobile internet with ZONG. Picture Messages

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Ran out of options of pictures available on your cell phone, you can know get them from our content service. This service allows customers to Picture messages from a wide variety of mobile greetings. Customers can get a list of picture messages through our web site. Procedure Customer will write PMC and send it to 747 Customer will get message from 747 having a list of Picture message categories and codes Customer will reply to above received message by writing desired Picture message code Customer will get desired Picture message from 747 Each message will be charged Rs.1.50+Tax Charging will be Rs.2 per Picture Message For Picture message code (PMC Send 747-charges Rs.1.50+Tax for each message) MNP Mobile Network Portability

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We are re-launching MNPs outstanding offer for all new Zong subscribers (including MNP subscribers) on the media from today (18th November 2009). Now all your friends and family can switch to ZONG in the easiest way ever. All MNP subscribers who activate their Zong SIMs will be eligible for this campaign. All MNP subscribers can keep their existing number and code and switch to ZONG network

by

dialing 0314-3334455. These new MNP subscribers can now enjoy thousands of free minutes and SMS for the next 12 months. The Offer All MNP subscribers to Zong will be able to avail an outstanding offer (details below): 12 months Minutes 1st month 100% free On-Net minutes on the amount of recharge 2nd month 25% free On-Net minutes on the amount of recharge 3rd month onwards 25% free On-Net minutes on the amount of recharge + SMS Free for 12 months Minimum Rs. 100 Recharge / Month

SMS bonus Recharge Value

SMS Bonus

Rs. 100 – 199 Rs. 200 – 399 Rs. 400 & Above

75 SMS 150 SMS 300 SMS

* Kindly note that a minimum recharge of Rs. 100 is required in each month to avail the bonus. Following URL can be used for placing MNP request through web.

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Zong SMS Packages

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ZONG’s latest SMS Bundles now give YOU the freedom to choose from a variety of SMS packages tailored to suit your budget & needs! Keeping YOUR needs in mind, ZONG offers a diverse range of SMS Bundles for its valued customers. From Daily to Weekly to Monthly and much more, ZONG has the package best suited for you. You can now select the perfect package custom-made to fit `our lifestyle and usage trend while keeping the affordability in check! to Say It All with ZONG! Daily Bundle 500 SMS & 100 MMS for whole day only for Rs. 3.99 On exceeding 500 SMS, additional SMS to be charged as per tariff plan This bundle would be valid for 1 day only * In order to re-subscribe your number should be active and you must have sufficient balance available Weekly Bundle 1000 SMS for whole week only for Rs. 10 On exceeding 1000 SMS, additional SMS to be charged as per tariff plan This bundle would be valid for 7 days only In order to re-subscribe your number should be active and you must have sufficient balance available Fortnightly Bundle 500 SMS / day for 15 days for only Rs. 50

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On exceeding 500 SMS a day, additional SMS to be charged as per tariff plan This offer would be valid for 15 days only In order to re-subscribe your number should be active and you must have sufficient balance available. Monthly Bundle 500 SMS / day for 30 days for only Rs 80 On exceeding 500 SMS a day, additional SMS to be charged as per tariff plan This offer would be valid for 30 days only In order to subscribe your number should be active and you must have sufficient balance available.

Special Offers

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ZONG Super Free Number That's right you can literally talk your heart out 24 hours a day everyday to that special someone - all for FREE! Student Entrepreneur Program For the first time in Pakistan ZONG has established a concrete earning opportunity for students. If you are currently enrolled in a university program and you want to earn a decent pocket money then ZONG has an amazing solution for you. Most education institutes in Pakistan would be a part of this program through the appointment of ZONG’s Ambassadors, specifically in cities where Customer Service Centers are operational. These ambassadors will be required to have sufficient knowledge about ZONG and all of its products to create awareness among students by not only offering them to migrate to ZONG’s network but also by offering different products like New Activation and Balance Recharging on a currently owned ZONG connection. In return, each new student/customer will increase the ambassador’s earnings. These Ambassadors will become a part of the ZONG Family with only a small deposit of Rs. 1000. In return they will get one free good number, 5 ZONG Non-Personalized (NP) Sims, a telesales Sim through which they will personalize NP Sims & sell a customer’s desired number, and a Miniload balance worth Rs. 150 (The stated items are worth Rs.1000). In addition, this ambassadorship will add great value to your Resume as this would give you hands on sales experience. Process Interested applicants can get themselves ed as ZONG Ambassadors by filling an online form (link given below) or getting themselves ed at their respective Customer Service Centers. On confirmation and issuance of ID, ZONG’s Ambassadors would get their first issuance through their respective Customer Service Center. ZONG’s Ambassadors can offer the following services. Sell New Connections (via Telesales Sim) MNP (change to Zong’s Network), MNP SIMS will be delivered Free of Cost Miniload (balance top up)

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Why take up this offer? What are the incentives? Zong has come up with an exceptional incentive plan which would not only lead to recovering the initially spent Rs. 1000 but also make more than 100% profit on sales. Quarterly Incentive After every three months each ambassador will be awarded bonuses depending upon the sales volume of all above mentioned items. Selected Student Entrepreneurs will be trained and briefed by Zong representatives at Customer Service Centers. All Zong subscribers who have not used their Zong SIM since 1st August qualify for this campaign Chitral offer Unlimited Free Calls from Chitral! ZONG once again proves it is a front runner in offering the best customer oriented packages by introducing the first ever city wide, location based charging in Pakistan! ZONG’s latest exciting offer now gives all ZONG customers based in Chitral the chance to call their friends and family for free! China Package ZONG launches best packages to make calls to China. ZONG customers can choose two offers within ‘China Value Pack’ or ‘China Smart Pack’. To subscribe to these packages customers can dial 138 and choose English or Chinese language to proceed with the IVR. The details of the packages are as follows.

China Value Pack Amount

Minutes

PKR/Min Taxes

After Tax

Actual Rate

62

China 500 China 1000

500 1000

250 600

2 1.67

87 174

413 826

1.65 1.38

China Smart Packages Voice

Price

Price Per Min. Price Per Pulse (3 Mins. )

1.67 5

SMS Offer The subscribers of any China package will get a discount offer on SMS to China which will be charged PKR 1.5/SMS, compared to the regular rate of PKR 5/SMS Controls At the time of subscription to value pack the customer should have PKR 500 or PKR 1000 in the according to the package selected. Validity period of this offer will be day subscribed + 29 days. Day will be calculated on basis of the time stamp the customer subscribes to this offer. If the customer un-subscribes the offer within 30 day time period, the minutes will be deleted if he/she wants to add again, a new case of subscription will be considered Overseas Pakistani SIM Information 668 If you are an Overseas Pakistani and have checked from PTA’s website www.pta.gov.pk that there are certain ZONG sims on your name and you are not using them, please follow the instructions below to get these sims uned from your name. Details for overseas Pakistani SIM Information 668 - complaint form is as below: Visit PTS’s website www.pta.gov.pk and obtain count of Sims against your NICOP/CNIC If count of Sims of Zong is found in excess of actual Sims in your use, form Overseas Pakistani Sim information 668 – complaint form Fill the form and email scanned filled form at [email protected] along with scanned copy of NICOP/CNIC (Both sides) and port.

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Company will give a reference number to the complaint and your NICOP/CNIC number will be used for the purpose. Extra Sims ed against your NICOP/CNIC shall be removed within 24 hours of the receipt of your complaint. Database at PTA’s website will be updated after 45 days. You can confirm removal of extra Sims by revisiting after 45 days. Pakistan’s Best Daily SMS Bundle @ PKR2.50 + tax!

ZONG always focuses on giving YOU innovative yet hassle-free products to make your SMS communication easier! ZONG was the first operator in Pakistan to introduce Daily SMS Bundle to provide YOU with the simplest means to SMS 24/7. ZONG now has the largest variety of SMS Bundle packages for YOU to choose the package most suitable for YOUR lifestyle. ZONG now introduces its latest SMS Bundle – Pakistan’s Best Daily SMS Bundle @PKR 2.50 + T. To subscribe dial *704# from your mobile Mobile Phone Offer

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ZONG is once again all set to launch the latest handset bundle offer for its valued subscribers and we are proud to announce the launch of 3rd Mobile Phone. Considering the immense success of previous handset offers, ZONG is back with another handset deal with the latest handset on the offer that is bound to catch customers’ interest. The new stylish handset comes with 1000 free minutes and 1000 free sms but that’s not all, among a number of features ZONG is now offering the handset in two different colors to provide the valued customers with the choice as per their preference. Salient features of the handset: Slim Candy Bar shape Torch FM Radio with loudspeaker Color Display 300 Phonebook entries 100 SMS storage

Recharge Options

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Mini Load Get the balance loaded from any ZONG outlet for as low as Rs. 10* and upto Rs. 5,000* International Top Up Zong once again brings in a phenomenal service for its customers to enjoy and garner the benefits of international top-up solution. Yaari Load ZONG understands the value of sharing small happiness in life, YaariLoad a service as caring as it sounds shares the same value Scratch Card denominations Get the balance via scratch cards in Rs. 100*, Rs. 300*, Rs. 500* or Rs. 1,000* from any ZONG outlet

Customer Service Centers and Franchisees

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“The beacon of ZONG’s impression and torch bearers of a new era in customer interaction, taking customer service into a portal of customer excitement. These are the doors to ZONG’s first and foremost realization of its promise to excite customers with a new trend in service. Setting the tone and ambiance which is second only to your home, these are ZONG’s arms across the country to welcome everyone to experience the comfort when a true promise is fulfilled.”

Zone Central 2 Central 2 Central 2 Central 2 Central 2 Central 2 Central 3 Central 3 Central 3 Central 3 Central

Area Punjab Punjab

Address House # 137/c Gali Mohalla Grain Market Royals Traders Cigretts agency Kamlia House # 57 Mohalla Umar Farooq Colony Pir Mahal Town Committee Tehsil Kamalia

Punjab

Opp Sohrab Motorcycle Imam Bargah Road TTS

Punjab

Zong Franchisee Main Bazar College Rd jhorabad

Punjab

Shop # 59 A-2 Balu Khel Road Mianwali.

Punjab

Ramzan Plaza Railway Rd Behind Lari Adda Khushab

Punjab

Club Rd Near University Chowk Bahwalpur

Punjab

Multan Road Lodhran

Punjab

Railway Rd near Noori Mosque Sujabad

Punjab

Punjab 3 Central Punjab

Rizcom zong office, Opposite MCB, Katchehry Road, Ahmedpur East Near Aga Khan Laboratory Circular Road Bahawalpur Near Utility Store City Center model town Khanpur.

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Zone 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central 3 Central

Area

Address

Punjab

142 B Baljum Chowk Shahi Road R Y Khan

Punjab

6-D Malad Chowk Main Bazar Sadiq Abad

Punjab

Mazari Market Near HBL Rajanpur

Punjab

Jampur Road Block # 14 Shop # 28/29

Punjab

Iqbal Road Vehari

Punjab

Marhaba Plaza Qaid Azam Road Mailsi

Punjab

129-D Allama Iqbal Road Burewala

Punjab

AL Mehmood Petrolium Service Jhung Road Kabeerwala

Punjab

Stadium Road Khanewal

Punjab

Allama Iqbal Road opp Imam Bargah Mian Channu

Punjab

Opp Caltex Pump Near Mumtazahbad vehari Reod Multan

Punjab

Sharshah Road Near Jaleel Abad Opp Gild Hotal Siya Market Multan

Punjab

Opp Alkareem Hospital Near Rasheed Abad Chowk Khanewal Multn

Punjab

Usmani Arcade Near Kamati Chowk Circullar Road Muzafargharh

Punjab 3 Central Punjab

G T Road Koot Addu Near UBL Chobara Road Lyyah

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Zone 3

Area

Address

Zong has more then 132 customer service centers and franchises all over Pakistan. The ones included above are only the CS that are located all over Punjab province.

CSC Operational Timing

Zone Rawalpindi- Saddar Karachi – Gulshan Faisalabad Multan Lahore Islamabad - Blue Area

MON – FRI 09 AM to 08

SAT 09 AM to 06

SUN 11 AM to 05

PM 09 AM to 08

PM 09 AM to 06

PM 11 AM to 05

PM 09 AM to 08

PM 09 AM to 06

PM 11 AM to 05

PM 09 AM to 08

PM 09 AM to 06

PM 11 AM to 05

PM 09 AM to 08

PM 09 AM to 06

PM 11 AM to 05

PM 09 AM to 08

PM 09 AM to 06

PM 11 AM to 05

PM

PM

PM 69

Rawalpindi - Satellite Town Jhelum Abbotabad Sargodha Bahawalpur DG Khan Sialkot Gujranwala Gujrat Sahiwal Hyderabad Sukkur Karachi - Boat Basin Quetta Mardan Gilgit

09 AM to 07

09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 07

PM 09 AM to 06

PM 09 AM to 06

PM 09 AM to 06

PM 09 AM to 06

PM 09 AM to 06

PM 09 AM to 06

PM 09 AM to 06

PM

PM

Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed Closed

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Peshawar

09 AM to 06 PM

Closed

09 AM to 06 PM

Management and istration of Zong (Headquarter) istration Coordination Team •

Coordination with regions & other departments

•

Budget Management

•

services staff management

•

CMPak Residencies Management

•

Courier Management

•

Acquisition of landlines and UAN #s

•

Utility Management

•

Agreements, legal notices Management

•

Negotiations with vendors and landowners

Management of zong is basically divided into three basic heads or three departments nation wide and each has their own work team for performing the designated tasks and functions. The basic departments are as follows •

Operations Team

•

Infrastructure Department

•

Security Control Unit

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The detailed information about hierarchy, functions and operations that are to be performed by each department is stated below with respect to the headquarter where the internship was performed. The detailed description of their work teams are;

Operation & Services Team Operations team is managed by Ms. Filza Arbab who designates further tasks and ensures smooth working of the team. They have a number of operations that needed to be performed starting from looking after the guests to how the visa processing is to be done and for whom is required , managing assets and verification of assets nation wide . Operations team even looks after the maintenance of the building and arranging all the events and national festivals and arranging furniture etc when and where required by certain department of the organization. Arrangement of meeting and conferences and making sure that everything starting from stationary to water is available as and when required. Most of their dealings with the staff and outsides takes places using cell phone and internet as the mode of communication as well as intranet for communicating and updating the staff with in the organization.

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Hierarchy Structure of the Operations Team

Sajid Mahmood CAO/CIO Muhammad Zubair Khan Director

Filza Arbab Ulfat Hussain Mehwish Islam

Arfaq Ahmed

Mehmood Saleem

Sajeel

Ghufran

Asad Ullah Mufti

Junaid

Mushtaq Abbas

Tea Boys Dilawar Shamsher Azhar Mehmood

Zareef

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Scope/Area of responsibility •

Management Vip Protocol.

•

Travel and accommodation arrangements.

•

Visa Processing.

•

Payments nationwide.

•

Handling petty cash

•

Arrangement of meeting and conferences.

•

Assets management and verification nationwide.

•

Auction Nationwide

•

Maintenance of Building

•

Maintenance & Arrangements of Furniture

•

Arrangement for special occasion and national festivals.

•

Installation, examination and servicing of Genset along with ATS ,UPS,s

•

Management of ister the portal of ZONG intranet.

•

Store and warehouse

•

Office supplies

•

Cafeteria Management

•

Management VIP Protocol

Timely arrangement at VIP Rawal Lounge For the Host and Guests Issuance of Entry es for Rawal Lounge

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Timely arrangement for Petty Cash for any sort of expenses to be carried out on the spot. Good relation building and understanding with the Airport Staff In case of absence of staff, timely arrangement for supplement staff Travel and accommodation arrangements Only Computerized TAFs to be accepted before making the travel arrangement. Negotiations with Air Travel Agents on Cost Reduction More Agents to be on board on Merit & Reputation basis. Monthly Cost Analyses for Air Travel & Hotel Accommodation, Departmental wise to be provided to Heads More Hotels to be ed on specially in Remote Areas. More facilities to be included in the packages Visa Processing Monthly updates on all Visas for Chinese Officials Timely processing of Visas to avoid any penalties Smooth processing and good relations with Government Official related to Visas Friendly environment and timely facilitations to Chinese Officials Relation building with Government agencies Payments nationwide Smooth and friendly relationship with Finance department for smooth processing of Payments. Timely notifications to Finance deptt on issues related to payment delays Facilitating Regions on urgent payments and ing them in all means Payment to be processed maximum after 2 days of Receiving the Invoices Nation wide. Every end of Month list of Payments processed to be circulated to Heads. Handling petty cash Availability of Petty cash 24/7 to serve any urgent issues.

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Strict surprise checks on issuance of Petty cash and items in hand. Timely processing of Approvals. Proper documentation to avoid any discrepancies. Surprise internal deptt audits of petty cash. Petty cash and advance issuance list to be kept updated all the time. Petty cash utilization by deptts for each month to be forwarded to Heads to control extra expenses.

Arrangement of meeting and conferences Timely issuance of meeting rooms to the requested departments. Meeting Arrangements form to be provided by the requested department at least 1 week before the meeting for outside office arrangements. Make sure Meeting rooms are ready and all the arrangements completed on time. Food cost to be controlled upto the maximum possible. Assets management and verification nationwide Monthly Verification of Assets nationwide List to be circulated to all Regional heads by maximum every 1st week of a month. Nationwide Auction to be processed from HQ. Assurance of Full to Regions in this regard. Every month Auction report to be circulated Nationwide as an achievement. Maintenance of Building More vendors to get on for small works. Timelines to be followed strictly. Supplies to be purchased from market on survey basis. Cross checks on prices of supplies. Surprise visits of building after office hours to control extra usage of electricity. Control on electric appliances during office hours.

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Arrangement for special occasion and national festivals. Preparations in advance for planned national festivals. Responsibilities to be distributed among the staff on each and every step. Cash advances to be issued. Installation, examination and servicing of Gen set along with ATS , UPS,s Smooth relations with FOPS deptt to do all the maintenance work of Gen sets under umbrella nationwide. Each month services and maintenance record and their cost to be circulated to Heads. Management

of

ister

the



portal

of

ZONG

intranet.

Store and warehouse Regular updation on Intranet Portal for the events and new happenings. Policies to be ed related to any field of deptt. New & old forms to be available on Intranet. Store and warehouse Weekly visits of store. Cost control upto best possible. Distribution control and strict Checks. Monthly Cost Report for North & HQ on all supplies. Surprise Quality checks and report to be submitted to Heads. Cafeteria Management 2 or 3 Vendors to be checked for food and quality as back up options. Price Checks. Food quantity & quality checks. Services checks.

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Safety and Security Control Unit Security and Safety information flow

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Functions of Safety and Security •

Escort and Protocol Management

•

Security Advisory

•

Security Alerts

•

Security guards management

•

Security Cameras management and monitoring

•

Assets movement monitoring

•

Fire alarm systems management

•

Firefighting and safety arrangements

•

Visitors management

•

Security and safety equipment provision

•

Management of legal matters related to security and safety

•

Processing safety and security related payments

•

Management of contracts with security and safety vendors

•

Awareness/ Trainings regarding security and safety

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Safety and Security Achievements in 2009 Process Improvements

Efficient CAPEX and OPEX Budget utalization Safety and Security arrangements made within assigned budget and cost saving done where ever possible Security SMS service (786)

Security SMS service to group staff nationwide and to regional groups introduced and operated informing blasts, road blocks, sensitive incidents security situation 80

Security Advisory emails For safety and Security of staff Critical situations, Processions, Road Blocks, Precautionary measures, Security incidents information, critical areas identification done via emails. Travel advise provided to staff for sensitive areas nationwide Special security cover provided by police Special security cover provided by police during High alerts in Islamabad, Peshawar, Quetta, Faisalabad, Rawalpindi etc. and VIP visits Fueling of sites by Army/ FC

Done in Swat and Buner and security cover provided to engineers during Forces Operations against terrorists Barbed wires installation and walls raising For improvement in security of facilities installed at HQ, I-9, Houses, regional offices, MSCs etc Pasting of Anti-Shatter Film

Pasting of anit-shatter film on front glasses, doors, internal glass partitions on all HQ, CSCs, Regional Offices, etc,.

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Check posts and walk through gates moved

Moved from inside to outside facilities at maximum possible distance to minimize risk Implementation of vehicles checking and detailed body search at entrances Induction of IP Cameras

High resolution for face detection, Remote monitoring, Best practices sharing, uniformity sharing Regions other operators, Multi-National companies, Govt. departments for improvement like Guards counting, anti-shatter film, IP cameras, Safety equipment, SMS, Improve relationship with security and government agencies Safety Equipment

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Safety equipment Fire extinguishers, Exit Signs, Gloves, Helmets, First Aid Boxes etc installed nationwide

Construction of Guards/Drivers room

Constructed at HQ ZonG tower TF for guards changeover and drivers sitting area Security for events Improvement in guard’s; weapons and uniforms Security arrangements during M3 events, Cricket matches, staff tours and other official events

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Achievements Housekeeping and Event Mgt

Safety and Security

To enhance the housekeeping strategy of Sharing of security information to HQ for adding new vendors in housekeeping for corrective quality services

measures and updated

Cafeteria operationalized for hygienic

Efficient to HQ for the

food for employees

installation of Anit Shatter film in major

Fumigation done in regional office and

facilities in North Region.

cafeteria for hygienic environment

ed HQ for the optimization of

ed in managing M3 function to

guards resulted in company cost saving

Dream Resort Karachi

ed HQ for wall raising and other

Standardised the maintenance work at

security measures for Zong office at

CSCs and zonal offices for controlled

Dalmia

budget expenses

Extended provided to FOPS dept

Induction of new vendor for Mineral

to recover insurance claim and in police

water supply to ensure hygienic and safe related matters. drinking water New hotels has been added for better services and cost efficient. ed HQ for celeberation of national day Initiative taken for the standardized 84

crockery nationwide

Property and Asset Mgt

Pool Vehicle Management

ed in renovation of franchisees

Agreements renewed on the same

phase II

& tariff to save

Renegotiation of property rents for cost

company cost

savings

Efficient planning enabled to manage

Acquisition of parking area for Zong

pool vehicles with minimum possible

office at Dalmia

resources to save company cost.

Standardized the asset verification,

Reduced the rental vehicles and arranged

movement and tagging

company owned vehicles to meet the

ed in renovation of S&D office

needs from other regions for cost

FSD

efficiency

ed and operationalized sales

ed HQ for audit of PSO

offices in Blue Area, Mardan and Abbotabad Installation of gensets at regional offices and zonal offices in Renovation of SnD office at very low cost

Provide expert Safety and Security Services and be the process owner for all aspects of Safety and Security for company. Understand company’s Safety and Security needs and involve own team in ing staff.

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Develop specific policy and provide direction for company’s Safety and Security activities in of company operations. Ensure existing Safety and Security Plans and Processes are in place and adhered to thus producing high quality outcome. Identify and Maintain cost efficiency within company Safety and Security. Establish internal and external networks, including Government Security agencies and services, company Regions and Function Heads and Sub contractors, to ensure successful operations. Line Management and Leadership of Safety and Security Team including setting responsibilities and abilities in for team. Provide local travel advice for company Travelers as per COMPANY Travel policies. Conduct Safety and Security Assessments for company assets and personal.

My Internship Programme Zong Pakistan Headquaters Islamabad (Human resource as well as Regulatory department) Regulatory Department Zong headquaters in Islamabad G sector has a 5 member regulatory team.Regulatory department is supposed to make coordination’s with in the department as well as with government agencies like PTA and even other telecommunication service provider, they help ISI in important cases. I was able to see how they operate and how they ensure the privacy and better service for the and how all the s of Zong can put forward any of their queries or problems faced by them and through regulatory department all the basic issues are handled. I had the opportunity to first hand experience how Pakistan Telecommunication authority ensures security and privacy of the citizens. I mostly had the role of observation in this department by sitting in their discussion and dealing with other department session and seeing how the telecommunication sector operates and how major problems like terrorism via phone as well as invasion of privacy and phone abuse can be dealt with by advising caution.

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Human Resource Department Scanning , Printing and Filing I has the opportunity to learn how filing of important documents as well as scannig the hard copy of record of employess important information is done and stored in a form of data base in order to keep a record on the intrant is done . As well as printing of the important document and information takes place.

Issuing of monthly checks to employees Employees who are holding senir posts in the organzation and earning more then 1 lac etc their cheque copy is kept with the compensation personal and the actual check is issues to them . The Hr personnal keeps a file holding the photocoy erson of the cheque with large amounts.

Documetation of employee information Information starting from the C.V to the photocopy of the degrees of the employee as well as their apprasial information , benefits given to them etc etc. In other words all the information relating to a particular employees is stored and documented. I had the responsibility of storing and arranging that.

Providing a helping hand to Recruitment , Compensation and benefits staff Whenever the Human resource personnal needed assistance with their work I helped them out to increase my own learning also and see how they work and what type of tasks they get to perform .

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COMPETITORS OF ZONG PAKISTAN

 Mobilink

 Ufone

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 Warid Telecom

Telenor

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As you can see the month to month comparison of Zong with other service providers . Zong is doing good since its fairly new in the market and still giving competition to the old telecommunicaiton .

Zong came in the market two three years ago yet still its providing good packages and service becoming a popular service provider.This above graphical representation shows the comparison of last 5 year dars of different telecommunication organizations. 90

SWOT Analysis Strengths •

China mobile is a Strong Historical and trusted Brand which is a major strength for it as it is well established and successful in the world of telecommunication .

•

Improving Network Services again and again is a major strength since it gives it an edge over other brands like Warid , Telenor .

•

Backing of World’s Largest Mobile Company is a huge perk since its an international brand and recognized all over the region.

•

Strong Relationship With the Government and PTA helps to improve their deals and working environment with the government.

•

Zong has lowest rates nation wide rates which has attracted the customers towards this brand.

•

Strong image of parent company.

•

Network portability: 500 people have switched from other networks to Zong which shows that it is gaining popularity even though it’s still so new to the market.

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•

Location and geographic coverage(has around 6000-7000 sites all over Pakistan.Providing service all over Pakistan including the northern areas ).

•

New talent , candidates who are fresh graduates are preferred .

Weaknesses •

Zong is considered to have a bad or not such a strong standing and a weak brand image since it is still fairly new to the market.

•

One of the weaknesses observed of the Zong network is that it has Low voice quality which is a huge turnoff for customers who are planning to switch to this brand.

•

Zong still has room for betterment in its network coverage if it wants to give tough competition to the market giants.

•

PTA and Zong do not seem to agree on certain issues this is zong’s weak point and they need to resolve this.

•

Fresh graduates are preferred over old and experienced ones, who are less experiences and not very serious about their work.

•

Work environment is very casual which may lead to workers taking advantage of it.

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Opportunities •

They have this opportunity that after fully establishing here they can Expand globally.

•

New product development: it can introduce new products.

•

Zong has the opportunity of growing its customer base due to increasing trend of using mobile phones.

•

Zong has the opportunity to win the customers of its competitors by providing them superior service on lower price.

•

Zong can be a pioneer in southern Punjab where it can promote itself and become market leaders on the basis of this very fact.

Threats •

Threats of new entrants.

•

Threat from other cellular brands Mobilink, Ufone, Warid, Telenor.

•

Increasing customer base of Telenor and Ufone is also a major threat for Zong.

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•

Bad economic condition and instability of Pakistan is a huge problem for all businesses in Pakistan.

Organizational Dilemma Zong Pakistan is becoming one of the leading Cellular Company operating in Pakistan with an increasing customer base. But still I observed few dilemmas in the organization during my stay of 6 weeks as an internee in Headquarters situated in Islamabad •

Unclear reporting of subordinates.

•

Very Expensive Cafeteria.

•

Casual attitude of employees towards their work when no one is around to monitor them.

•

No proper guidance for the internees.

•

Lack of time to time refresher courses and training for attaining up to date knowledge.

•

Allot of work burden and multi tasking required by young employees.

•

No job security for officer level employees.

•

Wastage of resources.

•

Ineffective communication of customer complaints.

•

Weak implementation of Job description.

•

Employees are even supposed to work when not in office.

•

No timely check on employees.

•

No properly d external hiring.

•

Reference based hiring obstructs new skills.

•

Ethical dilemmas:

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1. Employees leak information to their relatives. 2. Employees involved in fraudulent activities. 3. The facility of phone and laptop which is available to all the employees is used for personal reasons. 4. Misuse of official resources i.e. printers, stationeries etc.

Recommendation •

Voice clarity and call discontinuity is a major issue of Zong and it can be solved by using boosters in different areas.

•

Their emphasis is on fresh, young and energetic personnel which is good but besides this they should train their old workers as they are assets of the organization and they understand some issues more better than the new ones.

•

If an employee is performing dual tasks simultaneously, he/she should be well paid. In this way they can be encouraged and hence they will increase productivity of the organization.

•

As “customer is king” so Customers care services should be improved and complaints of the customers should be solved in time.

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Conclusion Zong offers several promotions, services and packages to cater to different needs of a wide variey of customer base. They have done considerable research In order to understand customer needs of this region based on their cultural as well as religiuos compulsions. For the first time s will get what they want, rather than being made offers that suit operational needs more than needs. China mobile has proven itself as a brand now and it seems like they are going to give tough time to other cellular companies in coming days. The hardest part of china mobile was to rebuild the image that had been lost by Paktel: often we see, it’s easy to make a new building, than of restructuring the damaged one. They are still a fairly new brand and their customer base is limited in comparison to the market jiants so they need to be really innovative and use young talent in order to reach the top.

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References Gary Dessler (2003). Human Resource Management, Florida International University, 10th Edition. Byars, Rue (2006). Human Resource Management, Prentice Hall, 9th Edition. Packages of Zong: http://www.zong.com.pk/packages.html History: http://www.zong.com.pk/vas.html http://en.wikipedia.org/wiki/zong Pakistan www.pakistanlaw.com/mobilepolicy28012004.pdf www.cn-c114.net/576/a287756.html www.pta.gov.pk/index2.php?option=com_content&do_pdf=1&id=6 www.google.com http://www.chinamobileltd.com/

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GLOSSARY A Analysis: The examination and evaluation of the relevant information to select the best course of action from among various alternatives. B Business: Any lawful economic activity carried on by an individual or a group of people to earn profit through satisfaction of human wants. Business Strategy: It is the pre-defined path towards the attainment of business goals and objectives. Business Transactions: An economic event or activity that initiates the ing process or recording it in the firm's ing system. C Customer Service: Where direct interaction with customer takes palce in order to solve their dilemmas. CM Pak: China Mobile Pakistan is the official name of zong Pakistan Corporation It is an artificial person created by law having separate legal entity with perpetual succession and common seal. Customers: Entity within a firm who establishes the requirement of a process (ing, for example) and receives the output of that process (a financial statement, for example) from one or more internal or external suppliers. Contractual worker: Worker who is not permanent and on the basis of a contarct of a certain time period D 98

Department: Sub divison of the company into different section on the basis of similarity of work that they have to perform or do . E Employees: A person who is hired to provide services to a company on a regular basis in exchange for compensation and who does not provide these services as part of an independent business. External s: External s are existing or potential investors, creditors, analysts, financial advisers, regulatory authorities, unions, and the general public. They use ing information to make decisions about whether to buy, hold, sell, lend, continue a relationship, or make an agreement. F Forecasting: Planning tool which helps management in its attempts to cope with the uncertainty of the future. It starts with certain assumptions based on the management's experience, knowledge, and judgment. G Goal: A goal is a projected state of affairs that a person or a system plans or intends to achieve. H Human Resource Management: Human Resource Management is the organizational function that deals with issues related to people such as compensation, hiring, performance management, organization development, safety, wellness, benefits, employee motivation, communication, istration, and training. Human Resource Planning: Human resource plan is a systematic process of matching the interest, skills and talents of individual community with the long term goals and economic opportunities in the community. I Internal s: Internal s are usually company managers who use ing information to decide how to plan and control operations on a daily and long-term basis. IT: Information technology responsible for managing the intranet and the datanse in zong J

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Job Analysis: A job analysis is the process used to collect information about the duties, responsibilities, necessary skills, outcomes, and work environment of a particular job. Job Description: Job descriptions are written statements that describe the: duties, responsibilities, most important contributions and outcomes needed from a position, required qualifications of candidates, and reporting relationship and coworkers of a particular job. Job Specification: Personnel requirements of a particular job. A job specification sets forth the skills, education, and experience required for a particular position L Low-cost Strategy: Under low-cost strategy business may design or produce its products and services with acceptable quality at the cost lower than the competitors. M Management: It is the process of planning, organizing, staffing, directing and controling activities in an organization in order to achieve a common goal. Motivation: Motivation is a word used to refer to the reason or reasons for engaging in a particular behavior especially human behavior. O Organizational structure: Formal and informal framework of policies and rules, within which an organization arranges its lines of authority and communications, and allocates rights and duties. Owners: A person who owes the business and makes decisions about the future of the enterprise by using its financial information. P Partnership: It is an association between persons who have agreed to share the profit of a business carried on by all or any one of them acting for all. PTA: Pakistan Telecommunication Authority. Permanent Employees: Employees that are permanent of the company and getting all the decide benefits. Q

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Qualitative Forecasting: Estimating method that relies on expert human judgment combined with a rating scale, instead of on hard (measurable and verifiable) data. Quantitative Forecasting: Techniques used to forecast future trends, e.g. the demand for a product, based on manipulation of historical data. R Recruitment: Process of identifying and hiring best-qualified candidate (from within or outside of an organization) for a job vacancy, in a most timely and cost effective manner. S Service: Any activity or benefit ha one party can offer o another that is essentially intangible and does not result in ownership of anything. Service Business: A service business is a business which provides services directly to consumers or other businesses rather than products. Sole Proprietorship: it is a way of doing business in which a single person owes all the resources of the business. He earns profit and bears all the loss by himself. T Technical skills: Knowledge and proficiencies required in the accomplishment of engineering, scientific, or any specific task.

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Annexure Performance measurement and appraisal in Zong Performance measured on the basis of Annual appraisal It is time once again for Annual Performance Appraisals. Based on your valuable , this time around we have revised the Appraisal Form to make it much simpler with reduced attributes to save your time. The revised form is simple and friendly, it does not require any specific training and relevant resource material is available on this page. It is mandatory for all ZONGERZ to set their objectives for the year 2010 in this exercise regardless of their eligibility. These objectives will become the basis of performance measurement in next year’s annual appraisal. For your convenience, we are merging Performance Appraisal, Promotion and Development Form into one. This will save a lot of time as the form is simpler and active time has been increased to unlimited. Your training needs will be extracted from the Development Form, so take time in filling the Development Section and identify your true training needs/areas.

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24th December 2009 is the last day to complete this Appraisal Exercise. We recommend that all of you have a few discussions with your supervisor/subordinate before starting the Performance Appraisal Exercise. All those employees who will get confirmed on or before 31st December 2009 will be eligible for this year’s Performance Appraisal Exercise. For those employees, who will get confirmed after the mentioned date, should rate themselves as ‘Not Applicable’ in the PA Rating. However, it is a must for those employees also to fill out their objectives in order for their performance to be gauged in 2010.

Six month Appraisal In order to keep a better track of our employee’s performance, we are launching midyear performance appraisal starting this year. This will also give you as an employee a better idea of how was your performance till July 2010 and what proportion of your overall objectives FY 2010 has been achieved. Also it will set your objectives for the period of Aug-Dec 2010. The form is short and simple keeping in view that this is a midyear review. It is mandatory for all ZONGERZ to set their objectives till end of 2010 in this exercise regardless of their eligibility. These objectives will become the basis of performance measurement in next appraisal. 13th September 2010 will be the last day to complete this Appraisal Exercise. It is a must for all of you to have a detailed meeting with your line manager before filling out the appraisal form and agree on performance rating and objectives as well as achievement of objectives. Below is the schedule to complete performance appraisal: Launch by HR Filled and submitted by Employee Filled and approved by line Manager and Director

August 30, 2010 September 3, 2010 September 13, 2010

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Please note that there will be no extension in the communicated deadlines and that all of you are required to complete the appraisal process before September 13, 2010. HR will not entertain any requests that come after the deadline. All those employees who are confirmed on or before 31st July will be eligible for this midyear performance appraisal exercise. For those employees, who will get confirmed after the mentioned date, their Line Manager should rate them as ‘Not Applicable’ in the PA Rating. However, it is necessary for those employees to fill out their objectives in order for their performance to be gauged in annual appraisal 2010. Second is for those employees or departments whose performance depends on very clearly defined KPI items. In this section employees will provide detailed description of their Key Performance indicators (KPI’s ).

Traveling facilities On our journey to become the leading mobile operator of Pakistan, ZonGerZ have to go through challenges to achieve organizational objectives. ZonG has been an active participant in this competitive telecom market of Pakistan for the past two years and we are proud to say that it has achieved great milestones as anticipated. The Management recognizes the continuous aspiration for growth and success that we all have demonstrated with the remarkable teamwork and dedicated spirit. Each individual plays a significant role in contributing towards the achievement of the company’s unprecedented growth. The Management is pleased to announce the bonus payout to all confirmed permanent employees of CMPak. This bonus is a sign of appreciation for your continuous hard work and dedication towards achieving the 1.1 billion revenue target for the month of March, 2010. All confirmed permanent employees on or before March 31, 2010 will be eligible to a bonus which would be an amount up to 30% of their gross salary (bonus will be paid on prorate basis for those who has not completed one year service). This bonus will be disbursed with the April’s salary. We believe that WE, TOGETHER, will continue to contribute and achieve our objectives. We make efforts for our continued success, and that we have the strength, motivation and desire to ensure that we achieve the targets for next three quarters

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