final zong internship report.doc

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Executive Summary

This report consists of three chapters. In first chapter I talked about all the telecom

companies in Pakistan. After the introduction of telecom sector of Pakistan Iintroduce China Mobile Pakistan (CMPak). And also a little bit introduction of ZON.

Than I talk about mission and !ision of ZON. Its core !alues are also a part of this

chapter. I also mention the competitors "hich are competin# "ith ZON. And after

that I talked about mission of the customer ser!ice centers and a brief introduction of

Customer $er!ice Center of $ahi"al. I also talked about the products and ser!ices of

ZON that ZON offer to its customers and e%plain the packa#es and other special

and e%citin# offers of ZON in this chapter. In second chapter of this report

or#ani&ational structure and the structure of C$C $ahi"al is sho"n I also do $'OT

analsis of Customer $er!ice Center of $ahi"al in this chapter. Marketin# strate# of

ZON and competiti!e strate# of ZON also included in this chapter. usiness

processes are also included in this chapter. I also briefl discuses about ZON

intranet* +no"led#e base sstem* complaint mana#ement sstem* C,M sstem and

business process mana#ement. In the last chapter of the report I ha!e "ritten all m

"orkin# "hich I had done durin# m internship. Also "rite do"n about task "hich

"as assi#ned to me. I also discussed about accomplishments* ne" kno"led#e "hich

I had ac-uired durin# m internship. Problems "hich "ere encountered in doin#

"ork and ho" this e%perience impact m career I also discussed in this chapter.

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Table of Contents

/%ecuti!e $ummar.......................................................................................................i

0ist of 1i#ure 2222..222222222222....................................................!

0ist of Tables................................................................................................................!i

CHAPTER NO. 1 INTRO!CTION............................................................................. 3

4.4 Telecom $ector of Pakistan................................................................................3

4.5 About China Mobile Pakistan (CMPak) ..............................................................3

4.6 About ZON .......................................................................................................7

4.8 Compan9s :ision ..............................................................................................7

4.; Mission $tatement .............................................................................................nlimited 0ree -um#er..................................................................... 4ust in time offer* because

it is #i!in# "hat common customers ma "ant in these time.The inno!ati!e i>li campai#n #i!es all ne" ZON prepaid customers a chance for

automatic dail luck dra" entries to "in hundreds of P$* #enerators* rechar#eable

fans and rechar#eable li#hts e!er da.

1.,.3.21 -/0 one on 8ai ffer

No" >ust keep our phone on and "in man pri&es like free $M$* 1ree minutes (onH

net)* car and man more.

1.,.3.2 -/0 amily Pac

No" "ith ZON 1amil Pack* subscribers can call to their three famil numbers

"ithout bein# "orrin# about the time limit or additional char#es. Thou#h* free calls

are not for all ZON numbers but to a #roup of three* that could be our famil or

friends.

1.,.3.21 Voice Bun!le

ZON has introduced :oice bundles. No" ou can a!ail more minutes in less cost.

1.,.3.22 Bara $ec*ar#e

ZON has launched ara ,echar#e a special campai#n to re"ard subscribers each

time the rechar#e their balance. ZON9s ara ,echar#e is the perfect solution for

prepaid subscribers "ho "ill recei!e instant and #uaranteed free airtime in

proportion to the loaded amount* e!er time the rechar#e their balance.

1.,.3.23 Bloc ?n+ante! Calls an! S)S

ZON offers another e%citin# ser!ice* no" ou can block not onl calls but also $M$

as "ell. $o* there is complete libert from an ambitious numbers.

1.,.3.24 )o&ile /um&er Porta&ility 5)/P

'ith this ne" offer from ZON* ou and all of our famil members and friends on

other mobile net"orks can port into ZON. The "ill all be able to keep their e%istin#

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numbers and code and s"itch to ZON net"ork and can en>o ZON9s e%citin#

ser!ices.

1.,.3.2% )o&ile )usic C*annel

1or the first time in Pakistan ZON introduce $M$H search of son#. No" ou can

search son# of our choice.

1.,.3.26 ?nlimite! ree /um&er

ZON offer unlimited ZON free numbers to the subscribers of ZON 1,//

packa#e. No" call on a specific number unlimitedl.

1.,.3.29 -/0 =eely "nfotainment

ZON has launched a 'eekl Infotainment bundle. ou can no" obtain three

different infotainment ser!ices at the same time on a "eekl basis.

1.,.3.2( Stu!ent Entrepreneur Pro#ram 5SEP

1or the first time in Pakistan ZON has established a concrete earnin# opportunit

for students. If ou are currentl enrolled in a uni!ersit pro#ram and ou "ant to

earn a decent pocket mone then ZON has an ama&in# solution for ou. Just #et

ourself re#istered as $/ in an C$C of ZON an"here in Pakistan. And a!ail that

chance to #et sales e%perience and also en>o profit as "ell.

1.,.4 t*er Special eatures

aari call

Zon#opedia

:ideo on demand

Islamic portal

$ports

,in#tones

ames

udd chat rooms

'allpapers

reakin# ne"s

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This chapter "as all about introduction of ZON and its products and ser!ices. In

ne%t chapter usiness operations of ZON "ill be e%plained.

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CHAPTER NO. "

#!SINESS OPERATIONS

$econd chapter of this report is de!oted to the business operations of ZON. In this

chapter first departmental structure of ZON C$C department is discussed and also

structure of C$C $ahi"al also describe in this chapter. I also offer $'OT analsis of

ZON C$C $ahi"al. Marketin# and competiti!e strate# is also offered in this

chapter. In the end of this chapter business operations of C$C $ahi"al are

discussed.

)i* ".19 e6artmental Structurexiii

C/O

COO

@,ICTO, Customer

$er!ice

,e#ional Mana#erCentral 4

,e#ional Mana#erCentral 5

,e#ional Mana#er North

,e#ional Mana#er $outh

C$C Mana#er

Customer $er!ice,epresentati!e

1inance Officer

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i# 2.2@ Structure of CSC Sa*i+al xiv

In C$C58$ahi"al one C$C mana#er "hich ha!e all the responsibilit of C$C and

under C$C mana#er fi!e C$, are "orkin# all C$, 5;are assi#ned different "orks

like !alue added ser!ices* prepaid* postpaid* MNP5=* P,$ and other "orks and one

finance mana#er is also "orkin# there.

".1 S:OT Analysis of 0ON'Customer Service Center

The $'OT

53

analsis co!ers stren#ths* "eakness* opportunities and threats.$tren#ths and "eakness are #enerall internal attributes. Opportunities and threats

are #enerall e%ternal attributes. $o* $'OT analsis of C$C $ahi"al is #i!en belo"B

2.1.1 Stren#t*s of -/0 Customer Service Center

$tren#ths are defined as an acti!it the or#ani&ation does "ell or an uni-ue

resources the or#ani&ation has. $ome stren#ths of ZON Customer $er!ice Center

are #i!en belo"B

All the products and ser!ices "hich ZON is offerin# are a!ailable here in this

C$C of $ahi"al. And also all the ser!ices of ZON are acti!ated and

deacti!ated here.

Moti!ated* educated and -ualified staff makes ser!ices more reliable and

satisf customers.

24Customer ser!ice center25

Customer ser!ice ,epresentati!e26M?obile number portabilit27$tren#ths "eakness opportunities threats

C$CMana#er

C$, (:alueadded

ser!ices)

C$,(prepaid

information)

C$,(postpaid

information)

C$,(MNP)

C$,(P,$settin#)

1inanceofficer

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2.1.2 =eanesses of -/0 Customer Service Center

'eaknesses are defined as an acti!it the or#ani&ation does not do "ell or the

resources the or#ani&ation needs but it does not posses. Accordin# to m point of

!ie" follo"in# are the some "eaknesses of ZON Customer $er!ice CenterB Number of C$, is not sufficient here in C$C $ahi"al* customer some time

should ha!e to "ait for their turn a bit.

The staff of C$C is not in!ol!ed in more outdoor acti!ities.

2.1.3 pportunities of -/0 Customer Service Center

Opportunities are defined as positi!e trend of or#ani&ation in e%ternal en!ironment.

Accordin# to m point of !ie" follo"in# are the some opportunities of ZON

Customer $er!ice CenterB

$ales of this C$C can be increased if more and more outdoor acti!ities

(establish stall outside like in market or an"here) are bein# done b the

mana#ement of this C$C.

$/57s are !er #ood for this C$C because customer #et information on the

#o.

2.1.4 *reats of -/0 Customer Service Center

Threats are defined as the ne#ati!e trends of or#ani&ation in en!ironment.

Accordin# to m point of !ie" follo"in# are the some threats of ZON Customer

$er!ice CenterB

Competitors are the bi##est threat for an compan. ere also e%ist 'arid*

fone and Telenor9s C$Cs so the are bi##est threat for ZON C$C.

Policies of TMA5


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"." -ar+etin* Strate*y of 0ON'

2.2.1 )aretin# )ix

SMarketin# Mi%S is set of correlated tools that "ork to#ether to achie!e compan9s

ob>ecti!es* the areB

Product

Price

Promotion

Place

2.2.1.1 Pro!uct

Product means offerin#s of a compan* and ZON is offerin# its customers $er!ices

as "ell as products. In ser!ices ZON is offerin# follo"in#sB

Postpaid packa#es

Prepaid packa#es

:alue added ser!ices

Postpaid packa#es are #enerall for business class and in postpaid ZON are

offerin# man other packa#es like 4?? line rent* 6?? line rent* =?? line rent* 45?? line

rent and 5??? line rent. Prepaid packa#es are for lo" and middle class in prepaid

ZON also offer man packa#es like 45 ann* =; paisa* free packa#e and aik

second packa#e. And also man e%citin# !alue added ser!ices like missed call alert*

ram&an !alue time offer* dial tune* /Hcare* happ hour and man more e%citin#

offers. And products like mobile phone and for postpaid ZON offers blackberr.

2.2.1.2 Price

ZON is offerin# its products and ser!ices at a lo" price so ZON is usin# pricepenetration because all the packa#es (postpaid and prepaid) are !er lo" priced and

also other !alue added ser!ices are also !er lo" in cost. $ome of them are

absolutel free of cost likeB

Missed call alert

/Hcare

MNP64

Conference call31Mobile number portabilit

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$ubscription of $M$ packa#es

As fone is #i!in# its customers uth packa#e and it char#e its customer9s hourl rate

but ZON #i!es its customers a packa#e called location base char#in# it char#e ou

onl one time char#es and then "hole da free and man more other.ZON also usin# bundle pricin# like $M$ packa#es* !oice bundle and mobile phone

offers.

2.2.1.3 Promotion

ZON is promotin# its products and ser!ices in man "as likeB

Print media

illboards

T: ads

Mobile promotions

Throu#h 0ocal cable

Internet

In print media print ads and ne"spapers are include if ZON is offerin# somethin# in

a specific place than ZON use print media like print ads and ne"spapers.

illboards are use in all o!er the countr. On man T: channels Ads are promotin#

ZON. Mobile promotions like in Multan and 0ahore "hen trucks and buses

decorated "ith ZON lo#os and ad!ertisin# about 0C65 and 0ahore unlimited

offers. On man "ebsites ZON is promotin# its packa#es and offers and also

ZON has its o"n commercial "eb site """.&on#.com.pk.

2.2.1.4 Place

Place means that ho" a compan reach to its customers or ho" a customer can #et

product of a compan. ZON is reachin# to its customers in the follo"in# mannersB

1ranchises

Customer ser!ice centers

,etailers

Throu#h $tudent /ntrepreneurs

320ocation base char#in#

25
http://www.zong.com.pk/http://www.zong.com.pk/


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1ranchises and customer ser!ice centers are there for customers and also

customers can #et ZONs products and ser!ices from retailers and student

entrepreneurs.

2.3 Competitive Strate#y

2.3.1 ;ifferentiation

@ifferentiation is ho" our product is different from our competitors it can be done in

man "as like products differentiation* features differentiation* lo" price and man

others* for this differentiation a compan should ha!e to create a critical success

factor and ZON is ha!in# a critical success factor of lo" rates and -ualit ser!ices.

ZON claim that ZON offers -ualit products and ser!ices in lo" pries.

".; #usiness Process Analysis

2.4.1 Customer Service Center Process

Openin# C$,66#reets customer and ask "hat he can do for himB

2.4.1.1 Prepai! Sale

1or the sale of prepaid connection follo"in# are the re-uired stepsB

C$, recei!e the customer re-uest and re-uired documents for prepaid

connection and !erif customer as per the !erification parameter.

C$, "ill ask the customer to pro!ide CNIC68.

C$, "ill check throu#h O$$ sstem6; if customer has alread 4?

subscriptions.

C$, "ill fill C$A16=and #et si#ned b the customer.

C$, "ill hand o!er Customer finance cop to customer and #uide himher

to cash counter.

Cashier "ill mark the cash paid stamp and si#n the customer cop and hand

o!er $IM card and customer cop to customer.

33Customer ser!ice ,epresentati!e34

Computeri&ed national identit card35Acti!it base sstem36Cellular ser!ice a#reement form

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2.4.1.2 Boo


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1inance officer "ill ask the customer to open the packin# of handset to check

if accessories (handset char#er "arrant card) are complete.

1inance officer "ill take "arrant card from customer and after si#nin# and

stamp* he "ill hand o!er the "arrant card and handset and customer cop tocustomer.

2.4.1.4 S") $eplacement

Customer "alks in to replace hisher $IM follo"in# are the re-uired steps to follo"B

C$, "ill !erif the customer as per !erification parameters.

C$, "ill inform the customer about $IM replacement char#es (if an).

C$, "ill fill C$16


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,etailer information

37< acti!ation and deacti!ation $IM

==7 campai#n

Office timin#s

And man more.

".4 Com6laint -ana*ement System

In this section C$, can record or resol!e the complaints of customer and their o"n

re#ardin# their "ork likeB

IT issues

Process issues

Quer and lo#

Mana#in# confi#urations

".7 CR- System

C,M sstem85"here from C$, can lo#in the sstem and do his "ork or duties.

".( #usiness Process -ana*ement

A "ebHbased pro#ram throu#h "hich emploees of C$C can #enerate or initiate

re-uests likeB

Announcements

I@ card re-uest

IT e-uipments

IT re-uests

0ea!e application

:isitin# card re-uest

And more other re-uests also.

This chapter "as all about business operations of ZON C$C $ahi"al. o" ZON

is competin# "ith its competitors and "hat is its marketin# and competiti!e strate#.

In the ne%t chapter* I "ill discuss about m learnin# as a student intern.

42Customer relationship mana#ement sstem

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CHAPTER NO. %

&EARNIN' AS A ST!ENT INTERN

In this chapter* I discussed about m duties durin# internship. Accomplishments* ne"

kno"led#e #ained durin# e%ercise of practical life* problems "hich encountered in

the "a of completion of m tar#ets are briefl discussed. In the end of this chapter* I

talked about m e%perience and ho" this e%perience impacts m career.

%.1 -y uties urin* Interns,i6

In m internship I "as assi#ned outdoor duties "hich includeB

$ellin# $IMs of ZON ( telesales acti!ities) $ellin# miniload ( Top p)

MNP86s

i!in# customers information about packa#es and other ser!ices.

3.1.1 ;etails f )y ;uties

)or To6 u6 Sellin* -ini &oa8/

1rom our ZON telesales $IM o to ZON menu select /HTOP from menuB To rechar#e a number

o ,etail char#in#

o Ne" char#in# no"

o /nter ser!ice pass"ord

o Phone number "ithout &ero e.#.(64%%%%%%%%)

o /nter amount "hich ou "ant to transfer

o Number rechar#ed.

To check our top up balance

o Choose balance -uer

To Pair;;A Number> Active A Number

o to ZON menu from telesales $IM and select Telesales from menu andB

$elect special number choice (to check that number is a!ailable or not)

43Mobile number portabilit44i!in# number to a non personal $IM

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o /%act number

o Number start "ith

o Number ends "ith

o Number containIf our desired number is a!ailable* ou "ill recei!e a messa#e as under

4. 64%%%%%%%%

To Pair;A Number

1irst book that number a#ain #o to telesales and choose NM/, OO+IN menu

thanB

/nter the number "hich is checked

No" a messa#e "ill come

Number U64%%%%%%%%V ookin# O+. Please use 0,U%V $IM for acti!ation.

Once the desired numbers is booked then #o back to telesales menu and chose

NM/, ACTI:ATION and enterB

M$I$@N (that number "hich "as booked earlier)

ICCI@ (serial number of the $IM)

CNIC (customers I@ card number) Name (customers name)

Address (customer address)

On successful pairin# a messa#e "ill comeB

#in8 successful. :elcome to 0on*

No" inform the customer that $IM is acti!e no" but to en>o ZON9s e%citin#

ser!ices call 37< and #i!e our information than ou can en>o ZON9s e%citin#

ser!ices.

ein# a student of MA,+/TIN it "as a #reat e%perience for me to ha!e chance to

#et in the market and do this "ork.

%." Accom6lis,ments

As far as m accomplishments are concerned I "as #i!en a tar#et of sales* m

tar#et "as to sell minimum 6? $IMs "ith 4?? rechar#e an"here in the countr. 1or

45i!in# number to a non personal $IM

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completin# this I had to do a lot. I "ent to m cit "here I thou#ht I can make more

sales. I established stall there and tried to sell m product and also I #o nearb cities

to sell m $IMs and miniload* and I also did one to one marketin# in man areas to

increase m sales. It had a #ood impact on sales. More o!er me "orked "ith m

friends and ne"l opened franchise in m cit Ali Pur.

NOTE9m sales data and re!enue analsis is attached.

%.; Ne=


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customers. I also do this because in bet"een sale "as stopped than I came "ith one

to one marketin# #o to the customer to sell m product and "as !er much

successful doin# this.

Another problem "as that customer "as read to take $IM but "ithout rechar#in#* it

"as a !er difficult thin# to con!ince that customer to rechar#e at the spot.

%.2 Ho= T,is Ex6erience Im6act -y Career@

It "as a #reat e%perience in the field* before the completin# m studies I #ot a

chance to #et in the market and do some "ork. 'hen I "ill #et in m practical life

soon after completin# m de#ree this e%perience "ill #o "hit me and "ill be !er

beneficial for me in the field. ecause in the an kind of >ob in marketin# or sales

department in Pakistan ou should ha!e to interact "ith the customer and tr to fulfill

the needs and "ants of the customers.

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'lossary

:A$B :alue Added $er!ice

C$CB Customer $er!ice CenterA/B nited Arab /mirate

1N1B 1riends and 1amil

MB Me#a te

TOB reak Time Offer

0NOB 0ate Ni#ht Offer

0CB 0ocation ase Char#in#

$M$B $hort Messa#e $er!ice

P,$B eneral Pocket ,adio $er!ice

NB ook our Number

MNPB Mobile Number Portabilit

$/PB $tudent /ntrepreneur Pro#ram

B i#a te

NPB NonHPersonal

MM$B MultiHMedia Messa#in# $er!ice

ATMB Automated Tele Machine

C$,B Customer $er!ice ,epresentati!e

CNICB Computeri&ed National Identit Card

C$A1B Cellular $er!ice A#reement 1orm

C$1B Cellular $er!ice 1orm

C,MB Customer ,elationship Mana#ement

$IMB $ubscriber Identit Module

IM/IB International Mobile /-uipment Identit

NA@,AB National @atabase ,e#istration Authorit

M$I$@NB @ial able Number that Caller se to reach a mobile subscriber

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A66en8ices

A66en8ices A9

Internship completion certificate

A66en8ices #:

Cellular $er!ice A#reement 1orm

A66en8ices C9

MNP ,e-uest 1orm

A66en8ices 9No ob>ection 1orm

A66en8ices E9

$ales data and re!enue analsis

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References

36


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ihttpB""".&on#.com.pkaboutusWccmc.htmliihttpB""".&on#.com.pkaboutWus.htmliiiInteranet.ZON.comhome!isionivInteranet.ZON.comhomemissionvInteranet.ZON.comhome!aluesviInteranet.ZON.comviiArshad* .( 4?thau#ust* 5?4?)* C$C $ahi"alviiihttpB""".&on#.com.pkpacka#es.htmlixhttpB""".&on#.com.pkpacka#esWpostpaid.htmlxhttpB""".&on#.com.pkpacka#esWprepaid.htmlxihttpB""".&on#.com.pkinde%W!alueWaddedWpa#e.htmlxiihttpBecare.&on#.com.pkB7?7?aiecareinde%.>spxiiiArshad* .( 4?thau#ust* 5?4?)* @epartmental structure of ZON C$CsxivArshad* .( 4?thau#ust* 5?4?)* structure of C$C $ahi"al
http://www.zong.com.pk/aboutus_ccmc.htmlhttp://www.zong.com.pk/about_us.htmlhttp://www.zong.com.pk/packages.htmlhttp://www.zong.com.pk/packages.htmlhttp://www.zong.com.pk/packages_postpaid.htmlhttp://www.zong.com.pk/packages_prepaid.htmlhttp://www.zong.com.pk/index_value_added_page.htmlhttp://ecare.zong.com.pk:8080/aiecare/index.jsphttp://www.zong.com.pk/aboutus_ccmc.htmlhttp://www.zong.com.pk/about_us.htmlhttp://www.zong.com.pk/packages.htmlhttp://www.zong.com.pk/packages_postpaid.htmlhttp://www.zong.com.pk/packages_prepaid.htmlhttp://www.zong.com.pk/index_value_added_page.htmlhttp://ecare.zong.com.pk:8080/aiecare/index.jsp

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