INTERNSHIP REPORT

ON
ZONG FRANCHISE BATTAGRAM

MUHAMMAD JAVEED

ROLL NO: 35331

BBA (MARKETING)

DEPARTMENT OF MANAGEMENT SCIENCES

HAZARA UNIVERSITY MANSEHRA
SESSION: 2014-2018
 INTERNSHIP REPORT
ON

ZONG FRANCHISE BATTAGRAM

This internship report is submitted in partial fulfilment of the requirements for

the degree of bachelor of business administration awarded by Hazara University
Mansehra.

DEPARTMENT OF MANAGEMENT SCIENCES, HAZARA

UNIVERSITY, MANSEHRA Session: 2014-2018

2
 INTERNSHIP REPORT
ON
ZONG FRANCHISE BATTAGRAM

APPROVAL SHEET
Supervised by:

Signature: ___________________________________

Name: ___________________________________

Designation: ___________________________________

Organization: ___________________________________

External examiner: ___________________________________

Name: ___________________________________
Signature: ___________________________________

Chairman: ___________________________________

Name: ___________________________________

Signature: ___________________________________

i
 DEDICATED

TO MY LOVING PARENTS, FAMILY

AND
RESPECTABLE TEACHER

ii
 ACKNOWLEDGEMENT
All the praise is for Allah, the most merciful and beneficent, who blessed me with the
knowledge, gave me the courage and allowed me to accomplish this task.

I am thankful to my parents & my family, who are my first teacher in this world.

I am bound to thank all the staff of ZONG Telecom, especially Ma’am Mehnaz Sultan

(Franchise Manager) and Liaqat Ali (Finance Manager). In particular their inspiring guidance,

remarkable suggestions, constant encouragement, keen interest, constructive criticism and

friendly discussion help me to learn and enabled me to complete this report efficiently.

I am so thankful, to all of my friends those help me in sales and told me new selling strategies

especially Abdul Majid Iqbal who helped me in this scenario

iii
 PREFACE

The purpose of work is to analyze the organization and the performance of ZONG from its

startup to till 2017. This internship Report is prepared on “ZONG’s performance in competitive

telecom sector and its products and services.” The Internship Report contains Executive

Summary, Introduction, History of ZONG and Products & Services of ZONG.

During the Internship, I worked in various operations as general sales of SIMs, customer

acquisition, customer retention, easy load, MNPs. The company will have to perform with more

realistic approach by focusing on customer need it need to be working hard to meet the

challenges of competition and to satisfy the customer to accelerate the business.

In this report, the company analysis with suggestions and recommendations for improvement

to stand with success with in competitive market, the statistics shows that company have a

robust future in Pakistan telecom market

iv
Contents

APPROVAL SHEET.................................................................................................................. i

DEDICATION .......................................................................................................................... ii

ACKNOWLEDGEMENT ........................................................................................................ iii

PREFACE................................................................................................................................. iv

EXECUTIVE SUMMARY ....................................................................................................... 7

CHAPTER 01 ............................................................................................................................ 8

INTRODUCTION TO REPORT .............................................................................................. 8

1.1. Introduction: ................................................................................................................... 9

1.2. Purpose of Study: ......................................................................................................... 10

1.3. Scope of Study: ............................................................................................................ 11

1.4. Methodology of Report: ................................................................................................ 11

i. Primary Data: ....................................................................................................................... 11

ii. Secondary Data: ........................................................................................................... 11

CHAPTER 02 .......................................................................................................................... 13

INTRODUCTION TO ORGANIZTION ................................................................................ 13

2.1. History Background: .................................................................................................... 14

2.2. Vision: .......................................................................................................................... 14

2.3. Mission: ........................................................................................................................ 14

2.4. Code of Conduct: ......................................................................................................... 15

2.5. Standard &Quality of Service: ..................................................................................... 15

1
 2.6. Customer Communication: .......................................................................................... 15

2.7. ZONG Pakistan: ........................................................................................................... 15

2.8. Business operations:..................................................................................................... 17

Fig 3.1: Departmental Structure ....................................................................................... 17

Fig 3.2: Structure of CSC Batagram ................................................................................ 19

2.9. Mission of CSC: ........................................................................................................... 20

2.10. Marketing Mix: .......................................................................................................... 20

1. Product: ....................................................................................................................... 20

2. Price: ............................................................................................................................ 20

3. Promotion: .......................................................................................................................... 20

4. Place: ........................................................................................................................... 20

2.11. Competitive Strategy: ................................................................................................. 23

i Differentiation: ............................................................................................................... 23

2.12. Prepaid Sale: .............................................................................................................. 23

2.13. Handset Sale Process: ................................................................................................ 24

2.14. SIM Replacement: ..................................................................................................... 24

2.15. ZONG Internet: .......................................................................................................... 25

2.16. Classroom Learning: .................................................................................................. 25

2.17. Management Concepts: .............................................................................................. 26

2
 2.18. New Knowledge Gained: ........................................................................................... 26

2.19. Problems Encountered: .............................................................................................. 27

2.20. How This Experience Impact My Career? ................................................................. 27

CHAPTER 03 .......................................................................................................................... 29

HUMAN RESOURCES MANAGEMENT ............................................................................ 29

3.1. Zong HR: ...................................................................................................................... 29

3.2. HR information: ........................................................................................................... 30

3.3. Functions of HR Department: ...................................................................................... 30

3.4. HR planning: ................................................................................................................ 31

3.5. Job analysis: ................................................................................................................. 32

3.6. Job description: ............................................................................................................. 32

i. Title of job: ........................................................................................................................... 33

iii. Gender: ............................................................................................................................... 33

iv. Working location: ............................................................................................................... 33

3.7. Recruitment &Selection: .............................................................................................. 33

1. Internal recruitment: ........................................................................................................... 34

2. External recruitment: .................................................................................................... 34

3
i. Newspaper advertisement: ................................................................................................... 35

ii. Online advertisement: ......................................................................................................... 35

3.8. Procedures of selection: ............................................................................................... 35

3.9. Orientations: ................................................................................................................. 36

3.10. Code of conduct in Zong: ........................................................................................... 36

3.11. Employees orientation:............................................................................................... 37

3.12. Equal opportunities: ................................................................................................... 37

3.13. Training Methods: ...................................................................................................... 38

3.14. Training needs analysis: ............................................................................................. 40

1. Training to new comers: ..................................................................................................... 40

2. Training development phase: ............................................................................................. 40

3. Training implementation: ................................................................................................... 41

4. Training evaluation phase: ................................................................................................. 41

3.15. Regulatory Department: ............................................................................................. 41

3.16. Current Affairs Folder: ............................................................................................... 42

3.17. Meeting Schedule Sheet: ............................................................................................ 42

4
CHAPTER 04 .......................................................................................................................... 43

SWOT AND PEST ANALYSIS ............................................................................................. 43

4.1. Strengths: ...................................................................................................................... 44

4.2. Weaknesses: ................................................................................................................. 44

4.3. Opportunities: ............................................................................................................... 45

4.4. Threats: ......................................................................................................................... 45

4.5. PEST Analysis: ............................................................................................................. 48

i Political Factors: .................................................................................................................... 48

ii Economic Factors: ................................................................................................................ 48

iii Social factors: ...................................................................................................................... 49

iv Technological Factors: ........................................................................................................ 49

CHAPTER 5 ............................................................................................................................ 50

CONCLUSION AND RECOMMENDATION ...................................................................... 50

5.1. Conclusion:................................................................................................................... 51

5.2. Recommendations: ....................................................................................................... 52

Abbreviations .......................................................................................................................... 53

REFRENCES: ......................................................................................................................... 54

5
6
 EXECUTIVE SUMMARY

As a student of BBA, I got the chance to be a part of a reputed business company in telecom
sector of Pakistan during my studies. It is a compulsory part of our studies and as per rules of
the Department of Business Administration, every student of BBA program have to do
internship in some reputable organization. This is comprehensive report on CM Pak, it has been
discuss about every major aspect of the ZONG, which were being observed and perceived
during internship program. In this report, the details about the current position along with the
processes, policies, procedures, products, and services offered by the ZONG have conferred.

Furthermore, this report consists of five chapters. First chapter consists about China Mobile
Communication Corporation (CMCC) and China Mobile Pakistan (CM Pak) then after telecom
companies in Pakistan operating. The mission, vision, and core values of ZONG are also part
of this chapter. In chapter two, it have been discussed about the products, services and other
services offer by ZONG to its customers and explain the packages and special exciting offers
of ZONG. In chapter three, it have been discuss about mission of Customer Service Centers
and the departmental hierarchy with a brief introduction of Customer Service Center of
Abbottabad. In chapter four, it have been discussed Marketing Strategies and written all
working, which have done during internship also written down about the tasks which was
assigned, accomplishments, new knowledge which had acquired during internship. In chapter
five, SWOT and PEST analysis of company notified, which reflect the problematic area for the
businesses in Pakistan market and what political, economical, social and technological factors
the company has to follow to retain in the market.

It was a great experience and it helped in realizing where potential lies. What learnt at ZONG
over the weeks was how to get along with the people that have to work with everyday, building
relationships with people, building confidence and improving communication skills.

7
 CHAPTER 01

INTRODUCTION TO REPORT

8
 1.1. Introduction:

Internship is significant obligation for the Bachelor of Business Administration (BBA) Hons

student and their degree is not acceptable without an internship and its report. Its compulsory

of every student to do internship after receiving the permit letter form head of the department

or any concerned teacher who is held responsible to provide the permit letter, which shows

particular student is allowed from us as well as from department to do internship. To understand

the practical life of business and organization every student is supposed to do internship to seek

knowledge. 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 700million

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. Everyone knows the role of “Human Capital” in the life of any

organization. As presenter a 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

9
 i. Recruitment & Selection.

ii. Salaries & Rewards.

iii. Management performance.

iv. Career management.

v. HR planning.

vi. Development & Training.

vii. Job description & analysis.

viii. HR information system.

1.2. Purpose of Study:

The main purpose of this study was the fulfillment of the degree requirements of Bachelor of

Business Administration (BBA Hons) from Hazara University Mansehra.

Other purpose of the study is to analyze the daily procedures of Zong (CM Pak).

The objectives of this study are given below:

1. To gather relevant information then interpret and analyze it in a useful manner.

2. To highlight the facilities and products offered by the zong to its customers.

3. Internship can develop good work habits and to reduce student dropouts.

4. To develop, enhance and strengthen the communication skills.

10
 1.3. Scope of Study:

It is very difficult to do all the HR issues, short period of time because we had a contract of

only 08 weeks there. I work in the human resources affairs of Zong. I focus totally on the

human resources issues of a Zong.

1.4. Methodology of Report:

During the time of the internship my whole purpose was to learn human resources issues of

ZONG. I focus totally on myself and the staff.

There are usually two ways to learn that most people use.

i. Primary Data.

ii. Secondary Data.

i. Primary Data:

The data is collected by the following methods.

a. My own observations.

b. From employee.

c. Interview from manager.

d. Questionnaires.

e. Interview with clients.

f. Different staff members interview.

11
ii. Secondary Data:

The data is collected by the following methods

a. Booklets.

b. Periodicals.

c. Zong annual reports.

d. Print media.

e. UBL website.

12
 CHAPTER 02

INTRODUCTION TO ORGANIZTION

13
 2.1. History Background:

i In 2003, Millicom, bought Pak-tel. ii In 2004, Pak-Tel started GSM service in

Pakistan. iii In January 2007, Millicom sold Pak-Tel for $ 284 million to China Mobile

(C.M Pak).

iv Today, CM. Pak has invested over 250 million U.S. dollars in the Pakistani

telecommunications sector.

v In 2007 China Mobile Company introduced its new brand in Pakistan called “ZONG”

formally “Pak-Tel” with introductory slogan say it all.

vi In 2007, China Mobile formally launched the new brand "ZONG" in Pakistan and

introduced the slogan of say it all.

2.2. Vision:

"Make communication exciting"

2.3. Mission:

Become Pakistan's leading mobile operator, innovate and deliver superior service Become a

friendly corporate citizen and envoy to China and Pakistan.

14
 2.4. Code of Conduct:

We firmly provide customers with quality service. This is possible only if the customer is

talking to us. We value the opinions of every client and are willing to provide advice, feedback

and criticism, which helps us to strive for the best possible service.

2.5. Standard &Quality of Service:

We will ensure the possible quality of service under our license and the applicable legal system

managed by PTA Customer Service is at the core of our business and we will do our best to

ensure that our customers are always in touch with their loved ones.

We will ensure that the clear and focused Customer Service helpline for advertising and

customer communications about our products and services will comply with industry-wide

global standards. Under the Telecommunications Consumer Protection Regulations 2009, we

do not use any unfair business practices when selling services to our customers.

2.6. Customer Communication:

We will ensure that the advertising and customer communication of our products and services

are clear and focused, provide clear information about pricing and taxation so that our valued

clients can tell well the decision to utilize our services.

2.7. ZONG Pakistan:

A first worldwide advance for China Portable, ZONG goes for touching the lives of all

Pakistanis!

15
We serve to motivate and engage the general population of Pakistan with inventive innovation

that keeps pace with the present quick developing society. Extending our wings of scope to all

corners, making no refinements en route and the vast majority of all, keeping up perfection in

network wherever we go. Reasonableness and Advancement are what characterize us,

supported with an assorted arrangement of engaging and educational Esteem Included

Administrations.

With a best in class framework, alongside different administrations ZONG permits and

empowers its clients to benefit the most ideal Portable Web packages that are not offer anyplace

else in the nation making the experience, genuinely a one of a kind one!

ZONG is bolster by earth shattering interchanges, incline setting Client Administrations and

an unmatched Item Offering that has reclassified the standards of the amusement.

China Portable Telecom in Pakistan in the wake of supplanting the code 0304 with 0314 and

presenting new codes 0312, 0313, 0315 and 0332 is consider with the immense deals and

infiltration in telecom. With initial motto "Say everything" or "Sub Kah Do" began its

publicizing effort at prevalent print and electronic media. ZONG is the principal worldwide

brand of China Portable being dispatch in Pakistan.

The organization frequently referred to as China Versatile Pakistan. It intended to enable the

general population of Pakistan in each edge of nation with the simple openness of system

scope. It will end up being a piece of their souls, their psyches and achieve an adjustment in

their lives that each one wanted however few ideas would be conceivable. The center

quintessence of ZONG is to enable individuals to convey freely.

16
Without agonizing over duties, arrange scope, limit issues, over-burden organize etc. ZONG

will be bolster by notable correspondences, slant setting client benefit and unmatched item

offering which will refine principles of diversion and set up ZONG as a genuine challenger for

number one spot. ZONG would offer its clients with engaging and imaginative VAS and will

enable them by giving a wide assortment of items and administrations. We are special to be

the spearheading nation acquainting this brand with others with take after.

2.8. Business operations:

This report is devoted to ZONG's business operations. This chapter begins with a discussion

of Zong's post-sectoral structure and describes the structure of CSC Batagram.

Fig 3.1: Departmental Structure

17
18
Fig 3.2: Structure of CSC Batagram

CSC

Manager

CSR CSR CSR Finance Officer

( Value Added ( Prepaid ( Postpaid

Ser vices) Information) Information)

At CSC Batagram a CSC manager, Three CSRs are working, all of which are assigned different

tasks such as value-added services, prepaid, post-paid and other work, where a finance manager

is also located jobs.

19
 2.9. Mission of CSC:

"In order to achieve the customer's perceived value, create higher expectations through superior

service"

The customer may ask any questions about the connection, account information, coverage

details, franchise information, value added services, SMS messages, and all the customers the

customer wants to know and their services.

2.10. Marketing Mix:

The "marketing mix" is a set of interrelated tools that together achieve the company's goals:

• Product.

• Price.

• Promotion.

• Place.

1. Product:

Product refers to the company's products, ZONG is to provide customer service and products.

On the service side, ZONG offers the following services:

i. Post-paid packages. ii.

Prepaid packages. iii.

Other Services.

20
Post-paid packages are generally for business class and in post-payment ZONG they are

offering many other packages such as 100line rental, 300 line rental, 600 lines rental, 1200 line

rental and 2000 line rental.

The prepaid packages are for low and middle classes in prepaid. ZONG also offers many

packages such as 12 panny, 65 paisa, free package and second ek package and also many other

services and exciting offers like missed call alert, ramadan value time offer, dial tune, E-care,

happy hour and many more exciting offers and products, such as mobile phones, and Zhang

for post-paid offers blackberry.

2. Price:

ZONG offers products and services at low prices, so ZONG uses price penetration because all

packaging (post-pay and prepay) is a very low price, and the cost of other value-added services

is very low.

Some of them are free, such as:

i. MCA.

ii. E care. iii.

MNP. iv. Telephone

conference.

v. Order SMS package.

As Ufone is providing its customers with a youth package that is charged per hour per client,

ZONG offers the customer a package called "Location Base" for a one-time charge and free

21
all day. ZONG also uses package pricing, such as SMS packages, voice packages and cell

phones.

3. Promotion:

ZONG promotes its products and services in many ways, such as:

i. Newspapers. ii. Sign

boards. iii. Television ads. iv.

Promotions through mobile.

v. Through Local cable.

4. Place:

Place means how the company touches the customer, or how the customer gets the company's

product.

ZONG contacts with customers in the following ways:

i.

Franchises. ii.

CSC.

iii. Retailers.

22
Where the franchise and customer service center is for customers, customers can get ZONG

products and services from retailers and student entrepreneurs.

2.11. Competitive Strategy:

i Differentiation:

Differentiation is the difference between a customer's product and a customer's competitor. It

can be implemented in various ways such as product differentiation, differentiated features and

low prices, because such differentiated enterprises should create a key success factor.

Key success factors and quality service are being achieved. ZONG offers quality products and

services at a low price.

2.12. Prepaid Sale:

For the sale of prepaid connections, here are the steps required:

i. The franchises receive customer requests, pre-links the required documents, and

validates the customer based on the validation parameters.

ii. Franchise asks the customer to provide CNIC.

iii. If the customer already has 10 subscriptions, the franchise is checked by the BOSS

system.

iv. Franchise Fill CSAF and sign from CSAF client.

v. Franchise delivers the client and financial copy to the client and directs him / her

to the counter.

23
 vi. The cashier marks the cash-paid stamps and signs a copy of the customer and hands

over the SIM card and client copy to the customer.

vii. Customers call 789 for SIM activation and PTA ownership verification.

2.13. Handset Sale Process:

Client strolls in for the buy of handset following are the expected strides to take after:

i. CSR guides client about package arrangement of handset.

ii. If client concurs, CSR will request that client select the MSIDN frame stock. iii.

CSR check client according to confirmation process.

iv. CSR request that client fill CSAF.

v. CSR course the client to back counter for instalment and handset gathering.

vi. Finance officer plays out the elements of Manager framework.

vii. Finance officer partners MSIDN with IMEI of hand set in Manager framework. viii.

Finance officer records exchange in Supervisor framework.

ix. Finance officer requests that the client open the pressing of handset to check if

adornments (handset + charger + guarantee card) are finished.

x. Finance officer take guarantee card from client and in the wake of marking and stamp,

he will hand over the guarantee card, handset and client duplicate to client.

2.14. SIM Replacement:

Client strolls in for supplant his/her SIM; following are the expected strides to take after:

i. CSR confirm the client according to confirmation parameters.

24
 ii. CSR educate the client about SIM substitution charges (assuming any). iii.

CSR fill CSF and get it marked by the client and appends a duplicate of CNIC. iv.

CSR process the SIM substitution in Manager.

v. CSR hand over the client duplicate and back duplicate to client and guide client to

money counter.

vi. Cashier gets CSF duplicates and instalment from client.

vii. Cashier record progress in Manager. viii. Cashier hand over SIM and instalment

receipt to client. ix. CSR send CSF to information stockroom for filling.

2.15. ZONG Internet:

ZONG The Intranet is a software program that has everything about ZONG and can only be

opened in the area of CSS. All this is very useful for CSR and other employees.

2.16. Classroom Learning:

I am a Bachelor of Business Administration student, so here we learn all the business, how to

run the business? How to make policy? Management how to make a decision?

On the above issues, we learn many disciplines such as management, marketing, management

of finance, human resources management, organizational behaviour, operations management

and so on, so what we have learned in our class has some practical significance in organization.

But ZONG is a telecom company, and most of the work is based on the marketing, management

and organization of customer service centres, so I actually have come into contact with the

management, marketing and organizational behaviour that actually did in the organization.

25
 2.17. Management Concepts:

We study the management concepts, management principles are being organized and

implemented, how they follow the management philosophy is as follows,

ZONG followed the plan, organize, control and leadership of the four management functions.

Planning and organization is done by top managers, while leadership and control are done by

middle managers. The cultural aspects that actually exist in ZONG are,

People-oriented, team-oriented and innovative. The command flow is not completely

centralized, not completely dispersed in the case. Top managers set the way to achieve their

goals and then empower junior managers to achieve their goals, but top management checks

and balances the performance of lower-level managers and employees.

2.18. New Knowledge Gained:

As a HRM student, it is a good experience to have the opportunity to enter the market and work

with telecom companies. I have learned how to deal with customers, because I think if you

want to sell, you should go to customers or customers to find you. You should have a smile to

meet customers, if the customer does not buy your product, then you should give the customer

a good impression, because if the customer needs your product in the future, then the customer

will buy that product.

As I said, I got the sales goal, I learned a lot during the internship, how to avoid difficulties

and how to create demand for clients. I have made a lot of sales policies myself, because selling

SIM card is not a difficult task, the client is going to give you the SIM card, but selling him a

26
Rs. 100 recharge is also a bit difficult, so pay attention to the cost of SIM card and load me

Make a lot of policies to sell. Even if I also sold a free SIM card.

2.19. Problems Encountered:

In the field of time, I encountered many problems, such as:

i. Cross customer problems.

ii. Customers who know a lot about other network product. iii.

Problem of pricing.

I am good at these issues, I can ignore these issues, but as a sales representative, we must calm

down, because no one is willing to lose customers. I came to one-on-one marketing to sell my

products to customers and was very successful at doing this.

Another problem is that the customer has prepared the SIM card, but without charging, it is a

very difficult task to persuade the customer to charge in the field.

2.20. How This Experience Impact My Career?

This is a good experience and before I finished my studies, I had the opportunity to do some

work in the market. After completing my degree, I was able to get into real life very soon and

this experience was a huge benefit to me as the people in the marketing department interacted

with the customer and worked hard to meet the needs of the customer.

As a human resource management student, there is a good chance of getting into the market

and learning a lot from market research and the personal interests of telecom clients.

27
28
 CHAPTER 03

HUMAN RESOURCES MANAGEMENT

3.1. Zong HR:

“Listening to our employees is the responsibility of ZONG HR, and your comments will be

kept in absolute confidentiality by being sent only to the HR Operational Excellence Team.

We ensure the facilitation of the process in the best interest of the Company and employees!”

29
 3.2. HR information:

HRM participates in the strategic decision making of Zong. Approximately 2000 more

permanent and contracting people are employed in Zong Pakistan, where 70% are men and

30% women, prefer young and new talent, as they have much to give to an organization.

The minimum wage starts at 20,000 PKR. After Zong three years the scope of human resources

functions have expanded. The case is currently focusing on and using the 360 degrees method.

3.3. Functions of HR Department:

Zong Human Resources Department is called "Human Capital Department." Usually for HR,

the main function is just the choice. Recruitment and staff training.

There is no doubt that these practices are also done by the human resources department, which

is not the end of the game, but these functions are part of the human resources department

activities. Human resources department also perform various functions.

Human resources department's main function is,

i Staff recruitment. ii Staff selection. iii

Staff placement.

iv Appropriate work plan for staff. v

Guidance to current employees. vi

Cultural Excellence (T&D).

vii Compensation &benefits. viii Department of operations. ix Development of

organization. x Establish relationships within different departments and outside the

organization.

30
 xi Employee performance appraisal. These are a few of the functions/activities listed in

Human Resources Department. Further elaboration of these points will be carried out

in the next section.

3.4. HR planning:

Zong Pakistan has a qualified HR planning department. As we know that each department of

human resources in any organization plays a key role and functions as an eye of an

organization, as in Zong Pakistan, they are performing their duties and fulfilling the

requirements of the organization by linking the needs of the organization with the needs of the

organization. employee skills, knowledge and skill if these needs are identified or demanded

by any department of Zong Pakistan.

The human resources planning in the Zong basically performs different types of functions that

are the following,

i. Whether you need to recruit in your organization.

ii. If there is any department requirement, they (HRD) determine the department's

demand.

iii. Employee placement. iv. Facilitate their employees.

v. Work hard for employees.

vi. Check the performance of employees.

Develop a career plan for your staff. They are Pakistani new born babies who have strong

competitors in their respective fields. They have entered the telecom market. Three pioneer

companies in Pakistan have started price wars (price competition) including UFONE,

MOBILINK and WARID. Therefore, the human resources department plays a very important

31
role in building Zumba into a strong brand. Human Resources will continue its efforts to

develop a successful corporate culture and organizational skills to ensure that personnel can

and will always demonstrate excellence.

Human resources departments are implementing different functions/ practices in this area to

make their efforts more and more effective, as follows:

• Selection &Recruitment process.

• Performance appraisal.

• Training &Development.

• RewardManagement.

3.5. Job analysis:

When HR requests for more staff from other departments, the active HR department first

prepares the entire job responsibilities, levels of responsibility, work units and positions, then

prepares job descriptions.

3.6. Job description:

A single job description was prepared for two purposes, first by using it in a local newspaper

with a national network, and then using the same job description with a new web-based online

application. Their job descriptions for the newspaper are slightly different from their job

descriptions on the site.

The job descriptions that they prepare for the newspaper are very simple, but they are part of

the job description as follows:

32
 i. Title of job:

Includes title of the job for which it is advertised. Responsibilities include the key areas of

implementation, ownership and authority. ii. Specification:

Including basic skills, knowledge, ability, experience and educational background.

iii. Gender:

They specify a specific gender.

iv. Working location:

He/she must place a job. Finally, the HR department sends resumes to candidates for

advertisements specifying the addresses of their particular district headquarters and major

headquarters.

3.7. Recruitment &Selection:

Gathering/association constantly framed with at least two than two individuals. Thus procuring

of the general population from various sources is exceptionally essential and critical on its side.

Since its (enlistment/choice strategy) execution additionally drives the association to progress

or disappointment that how they are enrolling individuals whether it from inside the association

or outside the association.

Each association utilizes distinctive sort of strategies and methods for contracting the general

population. In human asset dialect we can state that, Individuals are most important resources

for any association.

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Zong Pakistan as it is said that they are new here in Pakistan market and they are confronting

an excessive number of difficulties, in which the contracting of the general population is critical

still the action of enlisting the general population is going on, the most worthy explanation

behind this, it is on the development phase of its item improvement, we realize that with the

foundation of the its system they need to procure an ever increasing number of

laborers/administrators and directors on their side.

Distinctive strategies they are utilizing for procuring their workers are as per the following:

1. Internal recruitment:

Internal hiring refers to hiring within an organization because they are newly established

businesses that do not have any type of internal hiring but are still concerned about recruiting

talent from the outside.

2. External recruitment:

External recruitment refers to recruiting employees from other sources/externalities. They

perform different steps in this category. For external recruitment, first create a new

employment, or any department requirements. The human resources department first identified

the need for the job, especially the cost of hiring the staff, the time required for training, and

the positioning of Pakistan.

Human Resources department manager approval, take a different approach to external

recruitment.

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 • Newspaper advertisement.

• Online advertisement.

i. Newspaper advertisement:

In Pakistan, newspapers also publish job advertisements. In the newspaper, the time and date

of the job title, job description, job placement, required experience, educational requirements

and where to leave the required documents and required documents.

ii. Online advertisement:

Zong also obtained job application from the internet through its official website. Online

applications have become formal networks or databases and people can leave their resume

online. They are still working hard to improve their online recruitment system.

3.8. Procedures of selection:

After receiving a large number of applications, human resources managers work together again

to include the application in the list of candidates. This is done by scrutinizing all applications

carefully and by giving different weights and ages to the following criteria:

i. Pre-school high quality.

ii. Obtained grades.

iii. Extracurricular activities.

iv. Overseas travel and education.

v. Age.

vi. Targeted Universities. vii. Relevant experience.

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The HR department will then send a letter to the candidate on a timely and blank application

form informing the candidate of the date, time and place for the initial interview and will

require the candidate to submit the completed application form. Human resources and line

management teams conduct competency-based interviews, focusing on functional skills and

management and supervisory skills. After the initial interview is cleared, applicants in different

positions are tested in different ways.

The following management capabilities are evaluated by a group of cross-functional evaluators

at management's option:

i. Skills of communication.

ii. HRM.

iii. Rational decision-making.

iv. Creative thinking

v. Business growth.

The human resources department is responsible for the overall management of the evaluation

center, including the evaluation staff training.

3.9. Orientations:

After an employee's job selection process begins, newcomers or new employees must report to

the immediate manager of each department and then introduce the current values, beliefs and

guidelines for the organization of the activity.

3.10. Code of conduct in Zong:

i. Zong has an inclusive working environment, professional and active workplace.

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 ii. People must treat anyone with respect and integrity through your work.

iii. They must create an environment free of any discrimination, whether based on religion,

colour, sex, sexual orientation, age, nationality, race or disability.

iv. They must also create a working environment that is free from bullying, harassment or

the like. We do not tolerate any behaviour that can be considered degrading or

threatening.

The HR department also believes that most of the things employees learn over time are mainly

due to the always existing problems in adjusting for new jobs.

3.11. Employees orientation:

Zong staff orientation includes introducing the organization, briefly introducing the basic

organizational structure, organizational arrangements, policies, rules and regulations, safety

and health. During employee presentations, they are introduced with supervisors, coordinators,

and other employees who work with him. They introduced their work and working conditions

and provided them with other initial information during orientation.

3.12. Equal opportunities:

Zong does not have a sex partitioned work showcase. Because of the changing hierarchical

structure, particular equity activities by the organization have been taken. Word related

gatherings with innovative foundations (sanctioned specialists, designers and experts) have

been prevailing and there was a noteworthy transcendence of men with this training and these

aptitudes.

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In the meantime, units, for example, the index request administrations and client

administrations had a reasonable strength of ladies. Amid late years, this has levelled out,

because of expanded mindfulness in selecting work force in the different orders and because

of changes in the reason for enlistment. Zong's endeavours to reinforce the Gatherings position

as an alluring business have brought about an expanded enlistment of very gifted ladies.

Client Administrations, which was initially commanded by female workers, now has

practically an indistinguishable number of men from ladies. The normal compensation for

ladies has expanded, and this unit now utilizes male and female work force on rise to pay

conditions. The normal yearly compensation in the entire association for ladies is lower than

for men.

This is principally because of the quantity of men in senior positions exceeding the quantity of

ladies.

3.13. Training Methods:

Principles relating to the development of a work environment can be provided to employees

and managers through a separate e-learning course on the Zong Learning Portal. Zong believes

that everyone has the potential to maximize the conditions conducive to their growth. It is

prescribed that staff gets a chance to draw in and learn through dynamic inclusion in HRD

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intercessions, which could incorporate trainings, workshops, learning exposures, meetings,

trade visits and so forth.

The staff preparing requirements will be distinguished through execution improvement

program designs in discussion with particular line supervisors and individual staff. Line

directors will be completely in charge of guaranteeing their staff gets access to preparing and

improvement occasions in territories that have been recognized for them. The national HRD

spending will be found.

The worker upon return frame neighbourhood HRD occasion will submit detail report

delineating key learning's and utilization of preparing got in the hierarchical work set.

Zong Pakistan is giving the preparation to its workers at level where the association feels about

the execution holes particularly in designing office and IT division and level of innovation

does make a difference as well.

Zong at show giving the preparation to its representatives when they present any sort of new

innovation and further more they likewise give preparing to their workers in the call focus

division. Most essential thing to take note of that Zong Pakistan is as yet utilizing the

accomplished individuals for employments and at begin they don't have any sort of formal

preparing.

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 3.14. Training needs analysis:

Staff are advised to gain the opportunity to participate and learn by actively participating in

human resources development interventions, which may include training, seminars, learning

activities, meetings, visits, etc.

1. Training to new comers:

Zong not only provides training to employees, but also provides training to new employees

who work outside the organization, such as franchisees and salespeople.

2. Training development phase:

Methods:

i. Training on job:

Zong provides on-the-job training during working hours, which is entirely about job guidance.

ii. Coaching:

Zong provides staff training, such as call centre training and other official training.

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 3. Training implementation:

During training, they are provided with a learning environment. One important factor to

consider before providing them with training is how much information these people already

have and whether they will receive further information about the employee.

They first introduced the purpose of training and introduced more specific contexts of training

they provided. Staff training rooms are located in their respective departments and each

training room is U-shaped with whiteboard and multimedia. Sitting arrangement is appropriate.

4. Training evaluation phase:

After providing adequate training to their staff, they will be assessed against different criteria

by first assessing by their behaviour whether they have any tendency to change their behaviour

after they have been offered training, and whether they have been acquired from training

Sufficient information, they must also be tested through these training programs to confirm,

especially in their field of training should not have any kind of performance gap. Afterwards,

employees are also assessed by output level.

3.15. Regulatory Department:

Regulators should coordinate with government agencies such as PTA and even other

telecommunications service providers. The regulatory team is headed by Syeed Nasir Ali

Hamdaani, who was appointed Director Regulatory.

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 3.16. Current Affairs Folder:

A folder containing all the hard copies of the communications occurs on the regulatory front

due to the different current transactions. This folder is being used for "Preparing for reference."

The regulatory team regularly retains it for the date and removes any cases it reached for its

own legitimate purposes.

3.17. Meeting Schedule Sheet:

a. All records of upcoming meetings will be posted on this regulated basis.

b. Bay meeting information is extracted from letters/emails or verbal messages we

receive from different sources.

c. The following are the areas you can see in this table.

d. Date, Time, Place, Agenda, Relevant Persons / Tentative Participants

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 CHAPTER 04

SWOT AND PEST ANALYSIS

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The SWOT analysis covers strengths, weaknesses, opportunities and threats. Strengths and

weakness are usually internal attributes. Opportunities and threats are usually external

attributes.

Therefore, the SWOT analysis of CSC Batagram is provided below:

4.1. Strengths:

Some of the benefits of ZONG Customer Service Center are as follows:

i All products and services provided by ZONG can be found in Batagram's CSC. In

addition, all ZONG services are activated and deactivated here.

ii Motivated, well-educated and qualified staff make the service more reliable and

customer-friendly.

iii ZONG more competitive in the experience curve.

4.2. Weaknesses:

Weaknesses are defined as any activity an organization needs or resources it needs, but it does

not. In my opinion, the following are some of the weaknesses of the Zong service center:

i The number of CSRs in the CSC Batagram is not enough, so the client may have

to wait for some time.

ii CSC staff do not participate in more outdoor activities.

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 iii Cover some of the city's problems, which may reduce the customer's interest in

buying a connection.

4.3. Opportunities:

Opportunities are defined as a positive trend for organizations in the external environment.

From my point of view, here are some opportunities for ZONG Customer Service Center.

i CSC sales can increase if CSC management has more and more outdoor

activities (opening pavilions outdoors).

ii SE is very useful for CSC because customers get information on the go.

iii China Mobile has extensive network experience, so ZONG can launch new

products such as Dish TV because ZONG has good wireless technology. ZTE,

Alcatel and Hawaii.

4.4. Threats:

Threats are defined as the negative trend of organizations in the environment.

In my opinion, the following are some of the threats at ZONG Customer Service:

i Competitors are the biggest threat to any company. There are also Warid,

Mobilink, Ufone and Telenor's CSC, so they are the biggest threats to ZONG

CSC.

ii TMA's policy also poses a threat of time in outdoor activities. When CSC

Abbottabad's employees wanted to do it, outdoor activities had to get NOCs

from TMA batagram and TMA batagram had its own limitations.

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iii Another threat is that under the PTA rules, anyone can switch to other mobile

networks they believe to be reliable and customers leave ZONG in some hilly

Batagram areas due to signal problems and dropped calls.

iv The best example of competing software packages is that Ufone has so many

software packages.

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47
 4.5. PEST Analysis:

In order to survive and remain profitable in today’s competitive marketplace, ZONG need to

be able to react and adapt to changes in the external environment and ideally be proactive in

impacting these forces. External environment factors can be classified into five general

categories: competitive, social/cultural, legal, economic, political, and technological.

i Political Factors:

Pakistan faces political turmoil, which puts the telecommunications industry at risk. However,

due to the very strong ties between China and Pakistan and Pakistan, the political impact on

Zong is not high.

The telecommunications sector in Pakistan has successfully liberalized the effective,

transparent and deregulated telecommunications in the area. The Pakistani government gives

Pakistan's telecommunications sector its industrial status.

The tax rate of tax change has been rising, the government tax rate of 19.5%.

ii Economic Factors:

Pakistan's telecom sector accounts for nearly 2% of the country's GDP.

Average revenue per user is declining. Because ZONG starts under the same conditions, it does

not affect the value on ZONG.

The decrease in the value of the rupee against the US dollar, the decrease in interconnection

charges and the lower price rates have resulted in a general decrease in ARPU in terms of US

48
dollars. Capital outflow the current economic turmoil along with the worsening security

conditions in Pakistan has caused a greater outflow of capital from the country.

iii Social factors:

When tailoring marketing strategies to people's needs businesses can consider many factors,

such as culture and society. Cultural research helps understand consumer behaviour and helps

companies improve marketing strategies. Zong from this perspective did a good job. Before

entering the market, the behaviour of consumers conducted a wide range of research.

iv Technological Factors:

Companies are investing in their infrastructure not only to expand but also to upgrade their

existing structures. As the competition is fiercer, Zong focuses on value-added services.

Currently, all companies provide multimedia messaging services (MMS), packet radio service

(GPRS), virtual private network (VPN), pocket bookings, conference calls, wallpapers

Animated images polyphonic ring tones (WAP) and voice mail at a low price.

The widely recognized technological trend that has affected the evolution of the network shows

that the cost of calling becomes more insensitive to distance. The modularity of networks is

increasingly easy to switch from one network to another geographical boundaries are not tied

to emerging technologies; intelligence and functions are leaving the central office.

Under these conditions, competition among competitors is fierce. ZONG is constantly

improving in technology.

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 CHAPTER 5

CONCLUSION AND RECOMMENDATION

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 5.1. Conclusion:

ZONG have a solid money related position and becoming quick in the present position of the

market of Pakistan in which different organizations becoming gradually or diminishing their

pieces of the overall industry. As we can check in the market development investigation ZONG

expanded its piece of the overall industry by 3% from December 2010 to December 2011.

It is huge accomplishment for the ZONG on the grounds that it is new brand in the market. As

ZONG has turned into the most loved brand of the adolescents in light of its best prepaid

bundles and the best SMS bundles, we can state that ZONG can be a market pioneer following

couple of years as early it is developing.

As every one of we realize that the other correspondence organizations particularly UFONE

giving an ever-increasing number of bundles to its clients ZONG additionally need to

concentrate on it and give more offerings to its clients. The best recommendation for ZONG

to wind up plainly more most loved brand of telecom clients it ought to give less expensive

GPRS bundles like ZONG GPRS every day free bundle with some day by day charges and so

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on. ZONG have remembered that these focuses are for the better advance in ZONG and ZONG

need to utilize more advancement crusades to expand the deal.

5.2. Recommendations:

After I did an internship in ZONG, I found that ZONG has some deficiencies, so I would like

to make the following comments to ZONG:

Voice clarity and call disconnection are major issues for ZONG This problem can be solved

by installing new boosters in different regions. Zong Jiang emphasizes hiring young, fresh and

energetic talent to train experienced veteran workers. Because human resources are the assets

of the company, trained employees perform better than new employees.

ZONG handsets should use tactics to provide ZONG handsets with spare parts on the market,

so that customers can repair their handsets after the warranty. As a result, customers will have

more confidence in China Mobile.

China Mobile has extensive experience in network operations in similar high mountain areas

in China. Therefore, CM Pak has the opportunity to cover the northern part of Pakistan and

form a good image in the eyes of current users and potential users. Zong Tong can cover

China's borders and, together with the Karakoram Highway, can play a crucial role During the

journey from this border.

In order to increase its market share and gain more loyal customers, ZONG had to launch a

wireless broadband package because cellular companies have signals problems (such as wateen

and evo are major players) compared to existing wireless broadband companies can gain

competitive advantage by providing this facility.

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 Abbreviations
CSC Customer Care centre

CM PAK China Mobile Pakistan

LNO Late Night Offer

SIM Subscriber identity Module

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 MNP Manuplate Nuumber

KPK Khyber pakhtoon khawa

SAP system application program

NAM New Accounting Model

SMS Short messaging service

ERP Enterprise Resource Plan

TA Traveling Allowance

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