Introduction to Report

This report making of a certain selected organization was the requirement of internship

program compulsory for Business Administration 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.

1

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

2

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.

3

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.

4

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.

5

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 supported 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

8

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

contact 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 terms 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

accountable 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 members… 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 feedback 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 - at an affordable price.

Convenience - at an 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.

13

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 advertisements 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 joint 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:

Passion 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 administrative support 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 passion 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.

15

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 terms 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 support 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 support 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

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

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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”-

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.

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“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.

“Environmental responsibility”-

The Company will pursue the harmonious development

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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. Administration

8. Legal Affairs

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Finance Department

Fixed Assets

Corporate accounts

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 upcoming 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

Maximize customer satisfaction and minimize churn

Generate new accounts and manage old ones

Strong follow-up

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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.

Administration Department

Operations Department

Infrastructure Department

Safety and Security

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HR ZONG

“Listening to our employees attentively is the responsibility of ZONG HR. Your

feedback 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

Staffing and compensation

Staffing plan and HR budgeting

Management trainee and internship program

Interviewing and selection

Headhunters

Compensation, benefits and incentive

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Components of a HRM System

"Zong A multinational Telecom provider where people make the future"

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.

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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.

The scope of human resource function increased in Zong during last 3years. Zong is

currently focusing on and using 360 degree approach.

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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

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.

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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

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

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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 advertised.

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 advertisements where the candidates send their resumes.

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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:

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.

advertisement through news paper

advertisement through net (official web site)

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1. Advertisement through news paper:

Zong Pakistan also has jobs advertisements 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. Advertisement 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. Panel of HR and line

management carries out competency-based interviews focusing on functional skills and

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 panel 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 administration of the assessment centre

including training of the assessors.

Orientation

33

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

contact 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.

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

passage of the time, main reason for that is there is always problem in the adjustment at

new place of employment.

Orientation of the employees

34

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

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

35

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

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

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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:

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.

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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

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

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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,

Internal & External departmental co ordinationInternal & External departmental co ordinationRegulatoryRegulatory

I.T

RegulatoryTeam

PTA MoIT FAB Agencies CMTOs PTCL,NTC,SCO

Regional Offices

EngineeringCommercial

Sales/Marketing/CS Engineering Finance

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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 contact.

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

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Support 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:

- 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, assigning 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

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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.

- 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 upcoming 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.

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Current Affairs Folder

A folder containing the hard copies of all the correspondence occurred on account 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

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

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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

ZONG Postpaid Packages

ZONG Internet Packages

ZONG Mobile Number Portability

ZONG SMS Packages

Special Offers

Recharge Options

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Zong Prepaid Packages

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.

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ZONG's New SIM!

ZONG's New SIM price now gives you the chance to join 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.

48

ZONG Postpaid Packages

49

Nation-wide Tarrif

Line Rent (Rs) 100 300 600 1200 2000

On-Net (Rs.) 0.5 0.4 0.35 0.3 0.2

Off-Net (Rs.) 0.75 0.75 0.7 0.65 0.65

PTCL (Rs.) 0.75 0.75 0.7 0.65 0.65

FNF (Rs.) 0,4 0,3 0.2 N/A N/A

FNF Numbers 5 5 5 N/A N/A

Spouse Number (Rs.) N/A N/A N/A Free Free

Free SMS (On & Off Net) 20 20 20 150 300

SMS Rate (Rs.) 0.5 0.5 0.5 0.5 0.5

VPMN (Rs.) 0.25 0.25 0.25 0.25 0.25

MMS Rate (Rs.) 3 3 3 3 3

GPRS/ MB 15 15 15 15 15

Unlimited SMS (Rs.) 90 90 90 90 90

Refundable Security Deposit 600 1000 1500 2500 4000

Free Minutes

Free Minutes Break Up 100 300 600 1,200 6,800

On-Net 60 180 360 720 6,000

Off-Net 20 60 120 240 600

-PTCL 20 60 120 240 200

Details

30 Sec billing

The charges are inclusive of the interconnect charges

Free minutes will be calculated on per minutes basis

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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

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.

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ZONG Internet Packages

ZONG default package

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

PackagesVoice Package

planPer MB Cost

Zong DefaultPrepaid &

PostpaidRs. 15

Zong Free Prepaid Rs. 10

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Note

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

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!

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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!

1: Rs. 15/hour + tax

2: Rs. 0.25/min + tax

Unlimited Internet Package

For customers who want to download 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 downloading. And that’s pretty logical too, why should you pay extra

when ZONG is offering you something which you’ve been looking for.

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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 users; 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

Ran out of options of pictures available on your cell phone, you can know get them from

our content download service. This service allows customers to download Picture

messages from a wide variety of mobile greetings. Customers can get a list of picture

messages through our web site.

55

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

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 members 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

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SMS bonus

Recharge Value SMS Bonus

Rs. 100 – 199 75 SMS

Rs. 200 – 399 150 SMS

Rs. 400 & Above 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

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! Remember 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

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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

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.

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Special Offers

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 registered as ZONG Ambassadors by filling an

online form (link given below) or getting themselves registered at their respective

Customer Service Centers. On confirmation and issuance of ID, ZONG’s Ambassadors

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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)

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.

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China Value Pack

  Amount MinutesPKR/

MinTaxes After Tax Actual Rate

China 500 500 250 2 87 413 1.65

China 1000 1000 600 1.67 174 826 1.38

China Smart Packages

Voice Price

Price Per Min. 1.67

Price Per Pulse (3 Mins. ) 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 account 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 unregistered from your name.

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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, download form

Overseas Pakistani Sim information 668 – complaint form

Fill the form and email scanned filled form at customerservices@zong.com.pk along

with scanned copy of NICOP/CNIC (Both sides) and passport.

Company will give a reference number to the complaint and your NICOP/CNIC number

will be used for the purpose.

Extra Sims registered 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

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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

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

64

Color Display

300 Phonebook entries

100 SMS storage

Recharge Options

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

65

Customer Service Centers and Franchisees

“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 Area Address

Central

2Punjab

House # 137/c Gali Mohalla Grain Market Royals Traders Cigretts

agency Kamlia

Central

2Punjab

House # 57 Mohalla Umar Farooq Colony Pir Mahal Town

Committee Tehsil Kamalia

Central

2Punjab Opp Sohrab Motorcycle Imam Bargah Road TTS

Central

2Punjab Zong Franchisee Main Bazar College Rd jhorabad

Central

2Punjab Shop # 59 A-2 Balu Khel Road  Mianwali.

Central

2Punjab Ramzan Plaza Railway Rd Behind Lari Adda Khushab

Central

3Punjab Club Rd Near University Chowk Bahwalpur

Central Punjab Multan Road Lodhran

66

Zone Area Address

3

Central

3Punjab Railway Rd near Noori Mosque Sujabad

Central

3Punjab

Rizcom zong office, Opposite MCB, Katchehry Road, Ahmedpur

East

Central

3Punjab Near Aga Khan Laboratory Circular Road Bahawalpur 

Central

3Punjab Near Utility Store City Center model town Khanpur.

Central

3Punjab 142 B Baljum Chowk Shahi Road R Y Khan

Central

3Punjab 6-D Malad Chowk Main Bazar Sadiq Abad

Central

3Punjab Mazari Market Near HBL Rajanpur

Central

3Punjab Jampur Road Block # 14 Shop # 28/29

Central

3Punjab Iqbal Road Vehari

Central

3Punjab Marhaba Plaza Qaid Azam Road Mailsi

Central

3Punjab 129-D Allama Iqbal Road Burewala

Central

3Punjab AL Mehmood Petrolium Service Jhung Road Kabeerwala

67

Zone Area Address

Central

3Punjab Stadium Road Khanewal

Central

3Punjab Allama Iqbal Road opp Imam Bargah Mian Channu

Central

3Punjab Opp Caltex Pump Near Mumtazahbad vehari Reod Multan

Central

3Punjab

Sharshah Road Near Jaleel Abad Opp Gild Hotal Siya Market

Multan

Central

3Punjab

Opp Alkareem Hospital Near Rasheed Abad Chowk Khanewal

Multn

Central

3Punjab Usmani Arcade Near Kamati Chowk Circullar Road Muzafargharh

Central

3Punjab G T Road Koot Addu

Central

3Punjab Near UBL Chobara Road Lyyah

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.

68

CSC Operational Timing

Zone MON – FRI SAT SUN

Rawalpindi- Saddar09 AM to 08

PM

09 AM to 06

PM

11 AM to 05

PM

Karachi – Gulshan09 AM to 08

PM

09 AM to 06

PM

11 AM to 05

PM

Faisalabad09 AM to 08

PM

09 AM to 06

PM

11 AM to 05

PM

Multan09 AM to 08

PM

09 AM to 06

PM

11 AM to 05

PM

Lahore 09 AM to 08

PM

09 AM to 06

PM

11 AM to 05

PM

Islamabad - Blue Area09 AM to 08

PM

09 AM to 06

PM

11 AM to 05

PM

 

Rawalpindi - Satellite Town09 AM to 07

PM

09 AM to 06

PMClosed

Jhelum09 AM to 07

PM

09 AM to 06

PMClosed

Abbotabad09 AM to 07

PM

09 AM to 06

PMClosed

Sargodha09 AM to 07

PM

09 AM to 06

PMClosed

Bahawalpur 09 AM to 07 09 AM to 06 Closed

69

PM PM

DG Khan09 AM to 07

PM

09 AM to 06

PMClosed

Sialkot09 AM to 07

PM

09 AM to 06

PMClosed

Gujranwala09 AM to 07

PM

09 AM to 06

PMClosed

Gujrat09 AM to 07

PM

09 AM to 06

PMClosed

Sahiwal09 AM to 07

PM

09 AM to 06

PMClosed

Hyderabad09 AM to 07

PM

09 AM to 06

PMClosed

Sukkur09 AM to 07

PM

09 AM to 06

PMClosed

Karachi - Boat Basin09 AM to 07

PM

09 AM to 06

PMClosed

Quetta09 AM to 06

PM

09 AM to 06

PMClosed

Mardan09 AM to 06

PM

09 AM to 06

PMClosed

Gilgit09 AM to 06

PM

09 AM to 06

PMClosed

 

Peshawar09 AM to 06

PMClosed

09 AM to 06

PM

70

Management and Administration of Zong (Headquarter)

Administration Coordination Team

Coordination with regions & other departments

Admin Budget Management

Admin services staff management

CMPak Residencies Management

Courier Management

Acquisition of landlines and UAN #s

Utility Management

Admin 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

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;

71

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.

72

Hierarchy Structure of the Operations Team

73

Filza Arbab

Ulfat HussainArfaq Ahmed

Mehwish Islam

Sajeel

Mushtaq

Mehmood

Tea BoysDilawarShamsherAzhar

Mehmood

GhufranAsad Ullah

Mufti

Zareef

Junaid

Abbas

Saleem

Muhammad Zubair KhanDirector Admin

Sajid MahmoodCAO/CIO

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 panel,UPS,s

Management of administer the admin 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 Passes for Rawal Lounge

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.

74

Monthly Cost Analyses for Air Travel & Hotel Accommodation, Departmental wise to be

provided to Heads

More Hotels to be registered on panel 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 supporting 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.

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.

75

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 support to Regions in this regard.

Every month Auction report to be circulated Nationwide as an achievement.

Maintenance of Building

More vendors to get on panel 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.

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 panel, UPS,s

76

Smooth relations with FOPS deptt to do all the maintenance work of Gen sets under

admin umbrella nationwide.

Each month services and maintenance record and their cost to be circulated to Heads.

Management of administer the admin portal of ZONG intranet.

Store and warehouse

Regular updation on Intranet Portal for the upcoming events and new happenings.

Policies to be uploaded related to any field of admin 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.

77

Safety and Security Control Unit

Security and Safety information flow

78

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

79

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

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

80

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,.

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

81

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

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

installed nationwide

82

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

83

Achievements

Housekeeping and Event Mgt Safety and Security

To enhance the housekeeping strategy of

adding new vendors in housekeeping for

quality services

Cafeteria operationalized for hygienic

food for employees

Fumigation done in regional office and

cafeteria for hygienic environment

Supported in managing M3 function to

Dream Resort Karachi

Standardised the maintenance work at

CSCs and zonal offices for controlled

budget expenses

Induction of new vendor for Mineral

water supply to ensure hygienic and safe

drinking water

New hotels has been added for better

services and cost efficient.

Supported HQ for celeberation of

national day

Initiative taken for the standardized

crockery nationwide

Sharing of security information to HQ for

corrective

measures and updated

Efficient support to HQ for the

installation of Anit Shatter film in major

facilities in North Region.

Supported HQ for the optimization of

guards resulted in company cost saving

Supported HQ for wall raising and other

security measures for Zong office at

Dalmia

Extended support provided to FOPS dept

to recover insurance claim and in police

related matters.

Property and Asset Mgt Pool Vehicle Management

Supported in renovation of franchisees

phase II

Renegotiation of property rents for cost

savings

Acquisition of parking area for Zong

office at Dalmia

Agreements renewed on the same terms

& tariff to save

company cost

Efficient planning enabled to manage

pool vehicles with minimum possible

resources to save company cost.

84

Standardized the asset verification,

movement and tagging

Supported in renovation of S&D office

FSD

Supported and operationalized sales

offices in Blue Area, Mardan and

Abbotabad

Installation of gensets at regional offices

and zonal offices

Support in Renovation of SnD office at

very low cost

Reduced the rental vehicles and arranged

company owned vehicles to meet the

needs from other regions for cost

efficiency

Supported HQ for audit of PSO

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 supporting

staff.

Develop specific policy and provide direction for company’s Safety and Security

activities in support 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 accountabilities 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.

85

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 user and how all the users 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.

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.

86

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 .

87

COMPETITORS OF ZONG PAKISTAN

Mobilink

Ufone

Warid Telecom

Telenor

88

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 members.

89

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.

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 .

91

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.

Opportunities

92

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.

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

businesses in Pakistan.

Organizational Dilemma

93

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 advertised external hiring.

Reference based hiring obstructs new skills.

Ethical dilemmas:

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.

94

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.

95

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 users will get what they want, rather than being

made offers that suit operational needs more than user 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.

References

96

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/

GLOSSARY

97

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 accounting

process or recording it in the firm's accounting 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

(accounting, 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

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 users: External users are existing or potential investors, creditors, analysts,

financial advisers, regulatory authorities, unions, and the general public. They use

98

accounting 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, administration, and training.

Human Resource Planning: Human resource plan is a systematic process of matching

the interest, skills and talents of individual community members with the long term goals

and economic opportunities in the community.

I

Internal users: Internal users are usually company managers who use accounting

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

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

99

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 members of the company and

getting all the decide benefits.

Q

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

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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

feedback, 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 user 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

login 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.

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.

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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 upcoming objectives as well as

achievement of objectives.

Below is the schedule to complete performance appraisal:

 Launch by HR  August 30, 2010 

 Filled and submitted by Employee  September 3, 2010

 Filled and approved by line Manager and Director  September 13, 2010

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 ).

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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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