Sunday, 6 November 2011

Management Project On ZONG

Introduction
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 every day 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 to customise 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, budgetary limitations and nature of use. China Mobile's 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.

Company Profile
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.

ZONG
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 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 journey of life

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.

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”.
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. HR 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 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
CMPak 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.
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.
“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 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.
Products and Services
Their businesses can be primarily divided into voice business and new businesses.
Voice Business
Their voice business refers to the business where their subscribers make and receive calls with a mobile phone at any point within the coverage area of their mobile telecommunications networks. The services include:
Local calls Domestic long distance calls International long distance calls Intra-provincial roaming Inter-provincial roaming International roaming
Voice value-added Services.
Their voice value-added services mainly include: Caller identity display. Caller restrictions. Call waiting. Call forwarding Call holding Voice mail Conference calls
New Businesses
Their new businesses include data businesses and value-added services
Data business
Their data businesses mainly include short message services, or SMS, wireless application protocol, or WAP, Color Ring, multimedia messaging service, or MMS and others. They have also developed many other data products such as “Java Applications” , IVR, PIM and others.
Value Added Services
Besides these basic services CMPak is providing its customers a wide range of Value Added Services. This includes. Group SMS Gumnam SMS Secret Inbox Chit Chat Corner International SMS Fun 440 Greetings PIN and PUK Voice Mail Latest Ring tones Picture Messages Group Logos Mobile Greetings Valentines day Special Monthly info services. GPRS

ZONG Packages
ZONG offers both Post Paid packages and Pre-Paid packages.
Post Paid package:
Line Rent (Rs)
0
100
500
1000
On-Net Calls (Rs.)
0.6
0.6
0.4
0.3
Off-Net Calls (Rs.)
0.9
0.9
0.8
0.75
Spouse Number (Rs.)
0.4
0.25
0.15
Free
Free SMS (On & Off-Net)
0
25
50
100
SMS Rate (Rs.)
1
0.75
0.5
0.5
Free Minutes
0
100
600
1200 Free Minutes Break Up Free Minutes Billed Per Minute
On-Net
0
75
450
900
Off-Net
0
25
150
300
Securities
Local / Nation Wide
Rs 1000
International Dialing
Rs 1500
International Roaming
Rs 15000
30 Second Billing Billing of Free Minutes will be per minute Off-Net free minutes will also include landline numbers and will be inclusive of interconnect cost All VAS services (Ring-tones, Picture messages, Logos, informational services) and International SMS will be charged as per standard tariffs International Roaming Charges in case of outbound roaming will apply All charges are exclusive of taxes

Pre-Paid Packages:
Call or SMS for 75 paisa 50 Paisa/call(8 Aanay) 12 Aanay Package Free Package ZONG super Free Number Break Time Offer Aik Second Package
Call or SMS for only 75 paisa to any network and time!
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!
Pay 30 Second Charging
ZONG to ZONG
75 Paisas ZONG to any other number 75 Paisas
SMS to any network
75 Paisas Happy Hour Rs. 4.99 per hour
ZONG Friends and Family numbers
5 Numbers ZONG Friends and Family rate 50 Paisas
*8 Aanay Offer
50 Paisas MMS Rs. 3/100KB
Mobile Internet
Rs. 15/MB
40 paisa extra will be charged during first minute 8 Aanay offer is only for one off-net number at a time and it can be changed any
time 8 Aanay offer can be selected by dialing 907 and each addition/modification will be
charged at Rs. 15 + tax
30 Second Charging
ZONG 12 Anay is available at all ZONG Sales and Services Centers and selected retail outlet across Pakistan. Happy hour needs to be activated by the subscriber; every action/modification will be charged at Rs5. Friends and family rate apply for 24 hours, for those customers who have subscribed for happy hour, Friends and Family rates will not be applicable during that hour. Happy hour can be modified once 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.

Free Call
For the first time in Pakistan you can make free calls for life! Choose one favorite ZONG number 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! During Break Time Hours call all ZONG numbers at Rs.3.99 per hour from noon to 2.00pm. Now you can call up to 10 Friends and Family numbers.

Nationwide Tarrifs ZONG to ZONG Rs. 2.00/minute ZONG to any other network Rs. 2.00/minute SMS to any network Rs. 0.20 ZONG Friends and Family numbers 10 numbers 1 Free Number (Midnight to 7:00 am)* Free Late Night Offer (Midnight to 7:00 am) ** Rs. 3.99 per hour Break Time Offer (Noon to 2:00 pm) ** Rs. 3.99 per hour ZONG Friends and Family rate Re. 1.00/minute MMS Rs. 3/100KB Mobile Internet Rs. 10/MB

Limited time offer ' All ZONG numbers You can subscribe to ZONG Free Package by dialing 900 with onetime charges of Rs. 15 only (first time migration to this package is free) Balance validity is based on re-charge Daily subscription charges are Re. 1 The free number can be modified only once every month You can choose to unsubscribe from Break Time offer by calling 310 To avail one free number the subscriber needs to maintain balance of Re.1. To reactivate call 900

ZONG Super Free Number
That special someone deservers something special Now call on your one special number 24 hours - for free! That's right you can literally talk your heart out 24 hours a day everyday to that special someone - all for FREE! Subscription Monthly subscription Rs500+Tax This offer is for ZONG Free Package for ZONG to ZONG calls only. Dial 908 for package conversion & special number selection / modification. You can also subscribe through SMS by sending SUB<SPACE>FREE<SPACE><MOBILE NUMBER> TO 908

Break Time Offer
For the first time in Pakistan, ZONG offers you the benefit of calling your friends and family freely during daytime. This facility is available through Break Time Offer which is available on ZONG Free Package. Break Time Offer is a fabulous offer from ZONG that enables you to call any ZONG number from 12 noon to 2pm for just Rs.3.99 + tax per hour.

There is no subscription fee OR any additional charges with Break Time Offer. Any subscriber to the ZONG FREE Package can avail this facility. To subscribe to ZONG FREE Package dial 900 from your ZONG connection and follow the simple instructions to activate ZONG FREE Package.

Make call for just 4 paisa per second
All Networks. All Numbers. All Time! Call 5 Friends and Family numbers for just 2 paisas per second.
Nationwide Tariff
ZONG to ZONG
4 paisas ZONG to any other network 4 paisas
SMS to ZONG
75 paisas SMS to any other network Re 1 ZONG Family and Friends numbers 5 numbers
ZONG Friends and Family rate
2 paisas MMS Rs.3/100KB
Mobile Internet
Rs.15/MB
Per Second Charging: Customers can subscribe to ZONG Aik Second Package by dialing 900 with one-time charges of Rs. 15 only (first time migration is free) Package can be changed once every day Balance validity is based on re-charge

Special Features
YAARI LOAD ZONGOPEDIA ZONG INTERNET USB CARD ZONG SUPER FREE NUMBER ZONG MOBILE PHONE OFFER ISLAMIC SERVICES VIDEO ON DEMAND ZONG DIAL TUNES ZONG MOBILE MUSIC CHANNEL SMS SONG SEARCH UNLIMITED SMS ZONG MOBILE INTERNET HOURLY PACKAGE

GPRS Packages
ZONG Unlimited @ Rs. 400+Tax/month ZONG Free @ Rs. 10+Tax/M
Sales Department
Marketing and sales departments are two departments which leads organization to success or failure. The sales department of CMPak is working very hard to get the market share and lead the organization to success. There are six Zonal and assistant managers with their own teams. These managers are trying their level best to make the work force work for the best of organization. The work force consists of RSO’s and DSO’s.
Structure of Sale Department
At the top of the sales department there is GM sales, then comes Head or Sales department, then Regional 
Manager Sales and Distribution, then Zonal Managers/ Assistant Managers who control RSO’s and DSO’s.

HIERARCHY OF SALES DEPARTMENT
GM Sales
Head Sales
RSO’s
Assistant Manager Sales
Zonal Manager Sales
Reginal Manager Sales and Dsitribution
DSO’s
Culture (Internal Environment)
The internal environment of the organization is very friendly. Like working in sales department I have noticed that the monthly targets are given to the Regional Manager Sales and Distribution. The RMD divides the targets amongst the ASM with mutual consent. They sit together and device methods by which they will divide targets amongst them. There is no restriction on the division of targets from the higher management.
Also one don’t have to follow the managerial hierarchy for certain situations. Like being an internee I had to discus my proposals with my concerned manager but I was not bounded I can directly discuss that proposal to the Regional Manager or even the Head of Sales.

Also the Assistant managers and Zonal Managers have full autonomy on controlling their respective teams. There is no bound form the management on how to control the teams they are concerned about the results. That is why I have even seen managers in dual moods sometimes they are very lenient with the team members and some times they seems to be very harsh on them. Because sales is target oriented job and they have to achieve the targets.

Customers and Market
CMPak exist to serve both the corporate and non corporate clients. Currently the CMPak is following the same strategy which is adopted in China i.e. Cater the Youth. Because according to CMPak if you make youth a user of your services it will have a long term impact like greater level of Loyalty. Also youth as we all know are techies so by new innovative services it is easy for the company to capture the segment comprises of Youth.

But the company hasn’t limited itself to youth only. Right now the company is investing a lot on expanding the network by installing 2500 BTS by the end of this year this is done not to increase the network capacity of CMPak but also to change the perception of the people which they hold toward Zong i.e. The network is not good.

Customer Services
Customer Services department exists to serve you. Any queries you may have about getting a connection, account information, coverage details, information about their franchises, value added services, SMS information, anything at all you that you want to know about them and their services.

Three Factors Drive Business Growth
New
Customers
New
Services
New
Traffic

Initially ZONG was in the question marks where they got mediocre size
investments and were unable to convert to cash cows.
This amount of investment was actually a waste of money as they should either
have received enough investment for their SBU’s in order to achieve real market
dominance and become cash cows which of course was impossible in case of
ZONG which had very few finances.

According to the new strategy, it is our aim to place ZONG in the matrix as cash
cows which have high market share with a low growth rate.
The most important factor for keeping the company in this grid is that, here we
have to invest low and the return on investment is comparatively high.
Markets

ZONG Coverage
ZONG is constantly expanding its coverage, adding new cities and regions to its country-wide network. Powered by their commitment to setting new service standards, the ZONG network coverage extend up to 600 cities and towns of Pakistan.
Where ever you go, we will follow you!
Coverage MAP
Managerial View

Planning Process and Related Issues
As I was in sales department I will discuss the planning according to sales department. All the planning was done by higher management. The targets was set by the higher management and then given to the regional manager. The regional manager then setup a meeting with the ASM’s and zonal managers to discuss about those sales targets and how to divide targets amongst the managers. They develop certain formulas on the basis of which they allocate targets to the managers. Planning Tools and Techniques
Sales targets were set on monthly basis and the technique used is the review of previous month’s performance and achievement of targets. Certain formulas were developed to allocate fair targets to the managers. Who then try their best to achieve those targets through their respective teams.

Organizational Structure and Design
Qian Li
CEO
Zafar Usmani
COO
Xin Jie
Chief Financial Officer
Sajid Mehmood
CIO
Babar Bajwa
Director COPS
Salman Wassay
Director Marketing
Tehmina Khalid
Manager Revenue Assurance
Cyrus Sikandir
Head of O & M
Wajid Ali
Head of NP & S

Board of Directors
Executive Directors Mr. WANG Jianzhou
(Executive Director, Chairman & Chief Executive Officer) Mr. LI Yue
(Executive Director & Vice President) Mr. LU Xiangdong
(Executive Director & Vice President) Mr. XUE Taohai
(Executive Director, Vice President & Chief Financial Officer) Mr. ZHANG Chenshuang
(Executive Director & Vice President) Mr. SHA Yuejia
(Executive Director & Vice President) Mr. LIU Aili
(Executive Director & Vice President) Madam Xin Fanfei
(Executive Director & Vice President)
Independent Non-Executive Directors Dr. LO Ka Shui Mr. Frank WONG Kwong Shing Mr. Moses CHENG Mo Chi Non-Executive Directors Mr. Paul Michael Donovan Principal Board Committees
Audit Committee Dr. LO Ka Shui (Chairman) Mr. Frank WONG Kwong Shing Mr. Moses CHENG Mo Chi
Remuneration Committee Dr. LO Ka Shui (Chairman) Mr. Frank WONG Kwong Shing Mr. Moses CHENG Mo Chi
Nomination Committee Dr. LO Ka Shui (Chairman) Mr. Frank WONG Kwong Shing Mr. Moses CHENG Mo Chi
Human Resource
Equal Opportunities for Development
China Mobile strictly complies with the relevant laws and regulations of the place where it is located as well as the industry code of conduct during the employment relationship. In no event shall child labor be employed in any position. Forced labor and work place discrimination shall be avoided.
China Mobile upholds the principle of gender equality and adopts an equal employment opportunity policy. China Mobile attaches great significance to the career development of female employees. In 2001, China Mobile sets up the protection of female employees’ rights association on a national basis. Contribution from the female employees to enterprise development and to society has been widely recognized. A number of female employees were commended by the state for their outstanding performance.
Caring for Employees’ Health and Safety

China Mobile has reinforced safety and has enhanced workplace safety measures to create a safe work environment. It also places emphasis on increasing employees’ awareness of workplace health and safety such as carrying out fire drills. Additional precautionary tools and gears have been given to outdoor construction workers working at height, working at power supply facilities, working under inclement weather conditions and working in dangerous terrain. In strict compliance with the relevant regulations, China Mobile takes out occupational injury insurance so that employees who suffer from workplace injury or occupational diseases are guaranteed to receive medical assistance and economic compensation.
Focus on Employees’ Career Development

The Company has set up a comprehensive performance based incentive scheme and reward mechanism. China Mobile values the career path planning of employees of different positions. In order to promote employees’ career development, direct supervisors are required to conduct face to face meetings with their staff regularly relating to job duties and work performance during which employees can express their views and make suggestions for improvement.

China Mobile is committed to building a learning organization and continuous efforts have been made to enhance its training. China Mobile Communication University was established to provide training to each level of China Mobile’s employees. Course instructors include internal specialists and external specialists and professors from tertiary institutions such as Tsinghua University, Beijing University and Renmin University of China. China Mobile takes the initiative to establish an e-learning system which is now operated on a trial basis at the headquarters and five subsidiaries. There were 17 online courses which increased to 111 by the end of 2006. There are a wide range of courses covering areas such as enterprise strategy management, business administration, human resources management and financial management.

China Mobile introduced and implemented an effective secondment program to promote staff mobility. All outstanding employees within the group are eligible for secondment to the headquarters or other subsidiaries of the group for a period of several months up to a year. Through continuous efforts, China Mobile now maintains a stable workforce and has seen significant enhancement in its staff quality. These are key factors for a rapid and healthy development of an enterprise.

Internal Communication
Communication is normally done through top to bottom as the planning is done by higher management. But if someone has any kind of issues then bottom up communication is also allowed.
Also for sales force the communication is normally bottom up. The sales force will communicate certain issues to the management which will then be discussed by higher management.
Leading

Group and Teams
The organization follows a hierarchy for individuals only the sales department has teams.
In sales department there are 6 Assistant and zonal managers. Excluding the corporate manager sales the rest 5 managers have their own teams comprising of Rso’s and Dso’s.
The managers put a strong check on the teams and evaluate their performance on almost daily basis.
The managers have further divided the teams in sub teams like a manager has assigned different areas so he can make teams for every assigned area and can evaluate the performance.

Motivational Techniques
Marketing and sales are two important department of the organization who needs to be motivated more than other employees because they lead the organization to success or failure. Same is the case with CMPak. CMPak uses several techniques to motivate the sales department employees.

Manager of the Week
Organization declares manager of the week on the basis of direct SIM activations. To be manager of the week the manager struggle hard and make the team to work hard.

Commission Base Compensation
The sales force is given commission on achieving sales targets besides their basic salary.
Employees’ Protection & Rights

Equal Opportunities for Development
China Mobile strictly complies with the relevant laws and regulations of the place where it is located as well as the industry code of conduct during the employment relationship. In no event shall child labor be employed in any position. Forced labor and work place discrimination shall be avoided.

China Mobile upholds the principle of gender equality and adopts an equal employment opportunity policy. China Mobile attaches great significance to the career development of female employees. In 2001, China Mobile sets up the protection of female employees’ rights association on a national basis. Contribution from the female employees to enterprise development and to society has been widely recognized. A number of female employees were commended by the state for their outstanding performance.
Caring for Employees’ Health and Safety

China Mobile has reinforced safety and has enhanced workplace safety measures to create a safe work environment. It also places emphasis on increasing employees’ awareness of workplace health and safety such as carrying out fire drills. Additional precautionary tools and gears have been given to outdoor construction workers working at height, working at power supply facilities, working under inclement weather conditions and working in dangerous terrain. In strict compliance with the relevant regulations, China Mobile takes out occupational injury insurance so that employees who suffer from workplace injury or occupational diseases are guaranteed to receive medical assistance and economic compensation.

Focus on Employees’ Career Development
The Company has set up a comprehensive performance based incentive scheme and reward mechanism. China Mobile values the career path planning of employees of different positions. In order to promote employees’ career development, direct supervisors are required to conduct face to face meetings with their staff regularly relating to job duties and work performance during which employees can express their views and make suggestions for improvement.

China Mobile is committed to building a learning organization and continuous efforts have been made to enhance its training. China Mobile Communication University was established to provide training to each level of China Mobile’s employees. Course instructors include internal specialists and external specialists and professors from tertiary institutions such as Tsinghua University, Beijing University and Renmin University of China. China Mobile takes the initiative to establish an e-learning system which is now operated on a trial basis at the headquarters and five subsidiaries. There were 17 online courses which increased to 111 by the end of 2006. There are a wide range of courses covering areas such as enterprise strategy management, business administration, human resources management and financial management.

China Mobile introduced and implemented an effective secondment program to promote staff mobility. All outstanding employees within the group are eligible for secondment to the headquarters or other subsidiaries of the group for a period of several months up to a year. Through continuous efforts, China Mobile now maintains a stable workforce and has seen significant enhancement in its staff quality. These are key factors for a rapid and healthy development of an enterprise.

Leadership Style of Managers
There is no specific leadership style the managers follow. Sometimes they are dictators, some times democratic and even laisez-Fair.
In my internship the style of manager, regional manager and head of sales was more likely laisez-fair and sometimes democratic. They never used to be dictator.

Controlling
Managers and above have the controlling authorities in CMPak. A manager can control his sales force using any means being lenient with them and even harsh sometimes. Every higher authority can control the subordinates.

Controlling Against Fraud and Illegal Actions
Sales managers try to control the fraud and illegal actions by compelling the sales force to have the copy of N.I.C of each customer to which they sell a connection. Then a complete form is filled by the sales officer with customer details and then submitted to record office of organization.
Structure and Design Issues
Organizational Hierarchy:
C.E.O
GM
CENTRAL-I
GM
CENTRAL-II
GM
NORTH-I
GM
SOUTH-I
CFO
MANAGER COPS
ADMIN
SALES HEAD
RMD
ASM
ASM
ASM
ASM
FFR
DSO
RSO

Departments:
Geographic Distribution
CMPak is divided into four regions of Pakistan. Every region has its own Regional Managers for sales.
Region 1 (North-I)
Region 1 is Islamabad. Islamabad is the headquarter of CMPak. All the higher management resides there. Peshawar location is also controlled by this region.
Region 2 (Central-I)
Region 2 is Lahore. In Lahore there are two offices the main office is IN New Garden Town where I did my internship and the other one is on Main Boulevard D.H.A. Marketing, sales, and HR department resides in this region also. Locations like Shiekhupura etc are controlled by this region.
Region 3 (Central-Ii)
Region 3 is Faisalabad. Faisalabad has its own zonal and assistant manager sales and sales force.
Region 4 (South -I)
Region 3 is Karachi. Karachi has its own zonal and assistant manager sales and sales force. Hyderabad and Balochistan location are also controlled by this region.
IT
ADMIN
COPS
HR
MARKETING
SALES
ENGINEERING
FINANCE
Structural Dimensions
Formalization
Formalization is the degree to which the jobs within the organization are standardized. Job are standardizes in CMPak. Document exists for every activity. Like in sales promotion activities a complete proposal has to be made in order to get approval on that proposal.
Specialization
Specialization is the degree to which organizational tasks are subdivided into separate jobs. Different department exist in CMPak which refers to specialization. There are separate departments for Human Resources, Marketing, Sales, Finance, Engineering etc. Every department is concerned with his assigned task.
Hierarchy Of Authority
Centralization
Centralization is the extent to which the decision making is concentrated at a single point in the organization. In CMPak the main decision making is concentrated at higher levels of management, they dictate the goals to achieve but it depends on manager sales and sales force how they achieve it.

HEAD SALES
REGIONAL MANAGER SALES
ZONAL MANAGER SALES
GM SALES
RSO’S
DSO’S
Professionalism
Work staff is highly educated and experience according to their post or job title. Staff has both formal education and job experience. The staff is regularly provided with extensive training.
Personnel Ratio
Most of the CMPak comprises of male staff. There are certain positions held by females like HR Manager is a female.
Contxtual Dimensions
Size
Size can be counted as number of employees in the organization or through total assets or total sales. As CMPak has recently acquired PAKTEL and lot of restructuring is going on so its very difficult to have an exact number of employees. Approx 230 employees are there in Lahore office.
Technology
Technology plays a key role in producing quality services to its customers. At CMPak technology is properly installed in order to ensure efficiency and quality in the services offered. Technologies include mobile towers, switches, telephones, fax machines, computers, internet, intranet, printers, photo copy machines etc.
External Environment
External environment plays a major role in the development and working of any industry. At CMPak external environment that can effect the organization’s operations are the services offered by competitors, regulation by PTA etc.
Culture
CMPak has a good corporate culture. Sales managers have least politics amongst them. Employees care for each other.

Goals And Strategy
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 four different vendors in Pakistan. They will be their strategic partners in a contract which is worth US $ 500 million to execute the most aggressive expansion plan in the history of the country. In the coming years

They plan to invest in the areas of building new network capacity of more than 20 million customer base and other infrastructure. 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.
As you are aware their new company name now is CMPak Limited and They 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 we’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.
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, 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.

Dynamic Process Management
Decision Making
At CMPak the decision making is centralized at top level. The regional manager sales and distribution is informed with the decisions made by top management and then he is responsible to communicate it to the subordinates.
Power And Politics
Every employee has his relevant power. Like sales manager can control his sales force by any means without consulting with regional manager.
Politics is a part of every organization some faces less some faces more. During my stay I didn’t saw much politics amongst sales managers.
Marketing And Sales Department
GM
CENTRAL-I
MARKETING MANAGER
HEAD SALES
MARKETING
EXECUTIVES
REGIONAL MANAGER SALES
ASSISTANT/ ZONAL MANAGER SALES
RSO’S
DSO’S
Micro Environment
Micro environment revolves around organization’s internal affairs. Micro environment revolves around organizational strengths and weaknesses, conflict of employees, relationship/ bargain power of suppliers and retailers, supply chain management.
In CMPak the organization is not very prone to its internal environment. The only thing which is creating hurdle is the customers’ perception towards organization because of least network support.
The organization’s telecom network and bad word of mouth is the main weakness company is having right now.
The major strength of CMPak is organization is having a lot of budget to survive in the long run. CMPak is claiming that it has budget for next 10 years which none of the existing company is having. Telenor is at second place with five years budget in hand.
Customers
Right now the customers are reluctant to subscribe to CMPak because of negative word of mouth.
Employees
There is lot of restructuring going on in the organization. Before the acquisition of CMPak there were lot of down sizing in the organization and the nos. of employees were very limited. Now the organization is trying to hire skilled work force but the top management of different organization which CMPak is trying to hire is still thinking to join the drowning ship.
Suppliers
CMPak has developed good relationship with the suppliers. Normally the work is done in time.
Retailers
Retailers are showing resistance on selling CMPak’s connections because they say that there is no market demand for CMPak’s connections. Now the organization is trying to convince them by giving certain incentives o them.
Macro Environment
Macro environment revolves around the external environment of the organization. It includes all the competitors, governmental policies, rules, regulations etc in short any kind of external situations which are out of control of organization contributes to organization’s external environment. Macro environment can produce both opportunities and threats.
Opportunities
The Major opportunity for the company is it is the richest telecom sector company in Pakistan. It has a budget for next ten years. Secondly right now only 1.3rd of Pakistani population is cell phone user so 2 segments are still left to exploit so CMPak is not too late to get into the market. CMPak has good chance to capture the market. Also with big budget CMPak is trying to hire many skilled management and work force from the major companies of Pakistan.
Threats
The main threat is the market share of existing companies. Also companies like Telenor are utilizing its budget very efficiently which can hider the way to success. Last but not the least the negative word of mouth of Paktel in customers mind.
Competitors
Every industry is surrounded with the threat of competitors. Competitors normally try to hinder one’s way to success and same is the case in Telecom sector. Right now every telecom company is using massive advertisements. Also the existing companies have quite a good share of market and CMPak has to travel a long way in order to catch with them.

Governmental Rules/ Regulations
Governmental policies has a big impact on every industry same is the case with telecom sector with the deregulation of telecom sector the industry becomes very competitive. The companies are continuously lowering the call rates also providing innovative features at the same time.
There are many rules, regulations and procedures by the Government of Pakistan, Ministry of Science and Technology, IT and Telecom Division which telecom companies have to follow. Like getting the license, modification to the license, transfer of license, Interconnection between compatible systems etc.

Marketing Mix
Product
Product is known to be the heart of marketing mix. As this is the one for which price, placement and promotion is done. CMPak is a service sector organization providing cell phone services to it customers.
CMPak is providing both Pre and Post pay services with GSM network. Keeping the needs of consumers in mind CMPak is coming up with new packages to cater different segments of market e.g. youth, students etc.
CMPak has launched two main packages “Power Package” and “Party Time”. Power package with low call rates and party time with free SMS facility on the deduction of specific amount. Perfectly for students and youth.

Pricing
Pricing is a very major issue considering a product. Price is normally associated with the quality whereas price should be such which is affordable for target consumers.
CMPak recognizes this fact and is providing much lesser rates for different services comparing to other companies. After the acquisition CMPak has launched two main packages “Power Package” and “Party Time”. Power package with low call rates and party time with free SMS facility on the deduction of specific amount. The above
mention packages have 30 second billing and when comparing with other companies the rates are much cheaper.

Distribution
CMPak has its own sales force which provides retail and direct sale services.
Every sales manager has its own assigned area and sales force. There are two categories of sales force at CMPak “RSO” and “DSO”. RSO stands for Retail Sales Officer. The duty is to manage sales through retail out let and franchises. Whereas DSO stands for Direct Sales Officer, the duty of DSO is to sell the service direct to the customer; CMPak is doing this by putting stalls at several locations of Pakistan or managing events. Every manager is responsible to manage sales in his area. DSO is the position which I am holding at CMPak.

Promotion
Promotion was the area on which I am really working on my internship. My responsibility is to promote the two packages “Part Time” and “Power Package” through different sales promotion activities. To promote the brand and package, I with my team made a marketing and sales plan for CMPak. Also They worked on several proposals for sales promotion like They arranged a two days activity at STEP Institute, New Muslim town. In their own department They arranged an event which was having Quiz Competition, SMS Competition, and Dares etc on 16th of Aug, 2007. There were also many proposals on which They planned to work but were not possible due to several constraints.

They supported their sales promotion activities with various gifts and giveaways which were provided to us by CMPak’s management. The gift includes IPODS, Flasks, FM Radios, Parker Pens, T-Shirts, and Caps etc. They gave two IPODS in the activity held on 16th of Aug, 2007 in their department.

Marketing Research
Marketing research is conducted by the sales force of CMPak on monthly basis. Sales force provides information about the market to the management and then management reviews it.
In my internship I also developed a marketing research questionnaire which can provide valuable information to CMPak.

Review, Conclusion & Recommendations
STRENGTHS Richest company of telecom sector in Pakistan Largest company of China on the basis of subscribers. Plans of aggressive network expansion
WEAKNESSES Comparatively late entrant in market. Currently negative word of mouth in consumers mind. Weak network support. Less man power.
OPPORTUNITIES Only 1/3rd of Pakistani population is cell phone user so 2/3rd segments are still left to
THREATS Competitors. Governmental policies.
exploit. Growing trend of mobile telephony.
Conclusion
After spending time with organization I have figured out that CMPak is quite optimistic about its growth and success. It seems like management has get rid of the old and negative thoughts of ZONG and putting their maximum effort for CMPak’s success.
The management has a pre planned level of achievement which they say that they will achieve that in the year 2011. Also the management seems like they are expecting some great promotions in the mean time every one has crossed fingers.
Also the way company has planned to expand the network it seems like the organization will really achieve their targets. They have planned to install 5500 BTS by the en of this year. Till now they have installed 2950 BTS. The management said that you yourself will see the difference by the end of this year.
So over all in my view the aggressiveness of company shows that it will soon become a leading cell phone operator of country.
Recommendations
After working with the organization I would like to recommend certain things to the company.
Get rid of the ZONG policies as soon as possible. They must analyze the following for better generation of revenues They suggested following tag lines for CMPak
“Give maximum coverage to users”
“Communication Reinvented”
“Pioneers are back”
“Give quality services” Try to co-brand with some IT-based company like Microsoft (Acer) that
will surely add value and prestige to the products and services of
CMPak especially w.r.t advanced technologies.
In future the company can collaborate with banks in order that the customers/users can directly refill their credits or can pay bills through the ATM machines.
The company can go for kiosk marketing at places like airports, shopping malls and centers. This marketing technique will promote the brand image.