PURPOSE OF STUDY

It is necessary for the students of business administration that they should get familiar with the practical application of business studies and should gain experience. In this connection every student is required to do internship of at least six weeks in any organization. Business internship is aimed to familiarize the students with the actual working conditions in any organization by physical and participation in the business affairs and should gain business experience

1) The main purpose of this study is to fulfill the requirement of Management Business Administration (MBA) degree program.2) To improve writing and analytical skills, to familiarize the student with practice and working environment .This study offers practical knowledge and experience of courses studied.3) Another purpose is to gain a good amount of confidence and to become aware of policies and practices of ZONG by working and dealing with officials of the (staff) ZONG.4) To know how ZONG plays its significant role in the development of our country.5) There was a chance for learning about the finance mechanisms and administration Developments in Pakistan.6) It gives strong exposure for the practical work done in the organization. This program also prepares students for jobs before the time there really join them. It provides knowledge for procedural and functional activities performed in the various area of organization, which will certainly prove beneficial for the students in their practical life.

INTRODUCTION

Preparing internship report is partial requirement for MBA student and that is very good and very helpful because it gives the practical exposure to the student

The reason for choosing (ZONG) for the internship is that; ZONG is one of the leading telecommunication operator and to familiarize with all the functions and procedure it is the golden chance

ZONG deals hundreds of customers.

By doing internship in such kind of organization that deals hundreds of customers in one day it provided me lot of confidence and it also provided me that how to deal with different customers and how to tackle

ZONGs officials provides lots of opportunities to the internee so that he/she may be able to face the general public

By availing the opportunity in ZONG I found lot of change in me because it is the organization where customers come for their various problems and questions and during this process each customer is properly dealt and this aspect provides confidence and people handling skills in internee.

EXECUTIVE SUMMARY

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

Furthermore, this report consists of seven chapters. First chapter is Introduction which consist of history of Zong, China Mobile Communication Corporation (CMCC) and China Mobile Pakistan (CMPak) and telecom sector in Pakistan. In chapter two I discuss the products and services offered by zong. In chapter three the network and radio frequency of zong is discussed. In chapter four, all the departments of zong and their functions are discussed. In chapter five, the hierarchal structure of customer service center of Hyderabad is given and explained. In chapter six, sales and marketing strategy of zong is explained. And lastly in chapter seven swot analysis of customer service center of Hyderabad is given

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

AIMS AND OBJECTIVES OF INTERNSHIP WORK

i. To identify, elaborate the procedure involved in ZONG to the Customers

ii. The business rules and methodology adopted during the working at ZONG.

iii. The roles and functions perform by each data acquisition units and its associated team members

iv. Extent of influence of various controlling checks implemented on operational and technical aspects

v. Developing a thorough understanding of the whole process e.g. from greeting customers to giving information to customers.

SIGNIFICANCE OF WORK

i) The internship places a significant role in ones careers and it give knowledge and a good amount of experience to individual.

ii) On the other hand it teaches communication and leadership skills.

iii) Teaches you how to talk with different people gives knowledge regarding customer satisfaction

iv) Increase moral and confidence tell what practical life all about is and place a very vital role in your career and professional life.

v) To study the Administrative, Marketing, Customer Satisfaction and Strategies of the Management

vi) To enhance our writing and investigating skills

vii) To have close look the services and facilities provided to the customer

CHAPTER #01: INTRODUCTION TO ZONG

This chapter is all about introduction of ZONG, First the introduction of telecom sector of Pakistan and history is discussed after that China Mobile Communication Corporation (CMCC) and after that China Mobile Pakistan (CMPak) and ZONG Pakistan are discussed Afterward, ZONGs vision and mission and core values. 1.1 History Pakistan is on the verge of a telecom revolution and it is by far the most attractive sector in Pakistan in terms of Foreign Direct Investment coming into the country. Since liberalization, over the past four years, the Pakistani telecom sector has attracted more than $9 billion in foreign investments. During 2014-15, Pakistani communication sector alone received $1.62 billion in Foreign Direct Investment (FDI) about 30% of the countrys total foreign direct investment. Pakistan mobile industry now is experiencing growth explosion. Though the existing players are trying hard to meet the growing demand, still there is a huge amount of unmet demand in the country as against the supply of connection by the operating mobile companies. By March 2015, Pakistan had 91 million mobile subscribers 25 million more subscribers than reported in the same period 2010. In addition to 3.1 million fixed lines, while as many as 2.4 million are using Wireless Local Loop connections.

1.2 Telecom Sector of Pakistan Pakistan's service sector accounts for about 53.3% of GDP. Transport, storage, communications, finance, and insurance account for 24% of this sector, and wholesale and retail trade about 30%. Pakistan is trying to promote the information industry and other modern service industries through incentives such as long-term tax holidays. In Pakistan, following are the top mobile phone operators: 1.Mobilink (Parent: Orascom Telecom, Egypt) 2.Ufone (Parent: PTCL / Etisalat, Pakistan/UAE) 3.Telenor (Parent: Telenor, Norway) 4.Warid (Parent: Abu Dhabi Group / SingTel, UAE/Singapore) 5. Zong (Parent: China Mobile, China)1.3 China Mobile Communications Corporation (CMCC) China Mobile Communications (CMCC) incorporated in the year 2000, is the world's largest telecom operator, dominating 66.5% of Mainland Chinas market share. It operates as a 100% state owned entity in 31 different provinces and employs in excess of 175,000 people. CMCC network covers 99.7% of Chinas population and has over 900,000 BTS sites. Its customer base is over 672 million and has operating revenue of $8.3 billion.CMCC is perhaps the only cellular network that provides uninterrupted, reliable coverage through tunnels, on highways, inside sky scraper elevators as well on top of Mount Everest. It has a global presence in Hong Kong, Pakistan, San Francisco and London and currently has international roaming partnerships with 406 operators in 237 countries and regions.The company is listed on the New York Stock Exchange as well as the Stock Exchange of Hong Kong Ltd. By the end of 2011, 2G base stations exceeded 700,000 and 3G base stations increased to approximately 220,000 covering country level and above cities which strengthened the depth and contiguous coverage in the main districts.The four main brands for CMCC are; Gotone (for high-end subscribers), Easy-own (for mass), M-Zone (for youth), G3(for 3G). TD-LTE is the future network, which will carry high bandwidth and high quality wireless broadband business. The development of TD-LTE is a core component of CMCCs development strategy, where the Group will actively promote TD-LTE scale-trial and commercialization and drive the technical and supply chain integration of TDD and FDD.CMCCs 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 as 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.Zong is committed on attracting and retaining the best human resource from all over Pakistan. It also provides a working environment which satisfies the professional and personal needs of its employees.1.4 China Mobile Pakistan (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.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 set 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.1.5 ZONG Pakistan A first international step for China Mobile, Zong aims at touching the lives of all Pakistanis!We serve to inspire and empower the people of Pakistan with innovative technology that keeps pace with today's fast evolving culture. Expanding our wings of coverage to all corners, making no distinctions along the way and most of all, maintaining excellence in connectivity everywhere we go. Affordability & Innovation are what define us, aided with a diverse set of entertaining and informative Value Added Services. With a state of the art system, along with other services Zong allows and enables its users to avail the best possible Mobile Internet bundles that are not offered anywhere else in the country making the experience, truly a unique one!The basic idea is to allow people to communicate at their free will! Making it a stress free environment where you are not worried about Tariffs, Capacity Issues or Congestion, be it Network Coverage or Quality, it is all sorted!Zong is supported by ground breaking communications, trend setting Customer Services and an unmatched Product Offering that has redefined the rules of the game!Walking hand in hand with our nation, we make a happier Pakistan! A thriving ground with success on every step, with a smile on everyone's face be it rain or shine, with hopes higher than sky and the will to 'Say it All!'

1.6 CompetitorsIn Pakistan, there are four competitors of Zong:1.Mobilink (Parent: Orascom Telecom, Egypt) 2.Ufone (Parent: PTCL / Etisalat, Pakistan/UAE) 3.Telenor (Parent: Telenor, Norway) 4.Warid (Parent: Abu Dhabi Group / SingTel, UAE/Singapore) 1.7 Company Vision Make communication exciting. 1.8 Company Mission To be the leading mobile Operator of Pakistan by continuously innovating and offering exceptional quality services; to be a good corporate citizen and envoy of friendship between China and Pakistan.1.9 Core ValuesIntegrity & accountability Openness Perseverance Passion Efficient Execution

CHAPTER #02: PRODUCT AND SERVICES

ZONG offers a wide range of new services to serve customers even better. Below is a brief introduction of all these services. Postpaid Prepaid Other services and offers2.1 Post paid Exciting news for ZONG, s postpaid customers, ZONG has introduced some new postpaid packages and may be the most feature rich in market. Now, ZONGs postpaid packages comes with the free mins on-net and off-net, and also unlimited SMS, 15 MB of free GPRS quota and many more. Packages are given below: 100 Line rent package 300 Line rent package 600 Line rent package 1200 Line rent package 2000 Line rent packageIf customer comes to purchase postpaid SIM than he can avail packages which are given above. On postpaid SIM there is no default package customer will select any of the above packages according to his need and deposit line rent according to the package and package will be changed.2.2 Prepaid When a customer purchase a prepaid SIM its default package is 80 paisa per 30 second but customer can avail any of the following packages: ZONG 65 package ZONG free package ZONG 12 anny package ZONG Z20 package ZONG aik second package2.2.1 ZONG 65 PackageZONG 65 package offers its customer: ZONG 65 offers call rate of 65 paisa per 30 second any time any network2.2.2 ZONG Free PackageZONG free package offers its customer: For the first time in Pakistan you can make free calls for life! Choose one favorite ZONG number and call from mid night to 7am-absolutly free! During break time hours call all ZONG numbers at Rs.3.99 per hour from noon to 2 pm. Now you can call up to 10 FNF numbers. The free number can be modified once in a month.2.2.3 ZONG 12 Anny PackageZONG 12 any package offers its customer: Call or SMS for only 75 paisa to any network and any time! 30 second billing. Talk for an entire hour of your liking-any hour, for only Rs. 4.99 and for first time in Pakistan you can change the hour every day! Happy hour needs to be activated by customer; every action/modification will be charged at Rs. 5. FNF rate apply for 24 hours, for those customers who have subscribed for happy hour, FNF rates will not be applicable during that hour.2.2.4 ZONG Z20 PackageThe concept of behind this package is to promote the value of time and the importance of choti but zaroori baat.2.2.5 ZONG Aik Second PackageZONG aik second package its customer: Per second billing. Make call for just 4 paisa per second any network any time! Call five FNF numbers for just 2 paisa per second.2.3 Other Services and Offers ZONG has always provided its customer with the best offers and services some of them are given below: BTO LNO LBC FNF Happy hour GPRS packages Ramzan value time offer E-care Missed call alert Dial tune ZONG Mobile offer Black Berry special discount offer Call forwarding BYN Call waiting ZONG bijli offer ZONG fone on hai offer ZONG family pack Voice bundle Achi SIM Bara recharge Block unwanted call and SMS MNP Mobile Music channel Unlimited free number ZONG weekly infotainment SEP2.3.1 Break Time Offer (BTO)ZONG offers Break time offer now call on any ZONG number at Rs.3.99 from noon to 2 pm, and on Friday from noon to 4 pm. This offer is on ZONG free package

2.3.2 Late Night Offer (LNO)ZONG offers late night offer now add call from mid night to 7 am @ Rs. 3.99 per hour. This offer is on ZONG free package.2.4 VALUE ADDED SERVICES2.4.1 Location Base Charging (LBC)ZONG has always provided its customer with the best offers and services and in continuation of efforts ZONG now brings LBC. LBC is in more than 40 cities through which the customer can enjoy free ZONG to ZONG calls @ only Rs. 7+tax per day.2.4.2 Friends and Family (FNF)ZONG brings special rates for your friends and family members add FNF numbers in almost all prepaid and postpaid packages.2.4.3 Happy HourZONG brigs happy hour talk for an entire hour of your liking-any hour, for only Rs. 4.99 And for first time in Pakistan you can change the hour every day.2.4.4 Super Free NumberZONGS gives you an opportunity to talk to one number free whole month @ 499 Rs. +tax.2.4.5 Conference CallNow five members can talk to each other at one time ZONG brings to you conference call service. Now activated on all prepaid and postpaid numbers. 2.4.6 SMS PackagesZONG now introduces its newest and most competitive SMS bundle @ Rs. 2.5 plus tax daily. New unlimited SMS bundle Offers:Table 1.1:PackagesSMSLimitPrice

Daily SMS bundle500 SMS 100 MMS per day1 day3.99+tax

Weekly SMS bundle1000 SMS7 days10+tax

Fortnightly SMS bundle500 SMS per day15 days50+tax

Monthly SMS bundle500 SMS per day30 days 80+tax

2.4.7 GPRS PackagesPlease be updated that now ZONG have a new and exciting GPRS packages for ZONG customers.Packages are as follows: Hourly package(Time Based Package) Monthly packages- for prepaid user from 2 GB bundle to 4 GB bundle to Truly unlimited2.4.8 Ramzan Value Time OfferBy subscribing to ZONGs ramzan value time offer, all ZONG customers can avail lowest call rates from 1st 29th ramzan.By subscribing to ZONGs ramzan value time offer, all ZONG customers can avail on net call rates of 2.99/hour.2.4.9 E-Care No need to walk into a Customer Support Center or make a call to get such modifications done. Our customers now have this facility in the comfort of their homes and offices. Through Prepaid eCare, customers can enjoy the following features online:Web Portal Activation / Subscription for: SMS bundle GPRS Call/SMS Block FnF BYN Queries like: Customer information query Recharge history Call recordChange requests like: Package change Change FnF Change call forwarding

2.5 ZONG MBB (Mobile Broad Band)

Zong MBB (Mobile Broadband) is the best and fastest way to get online when you are on the move. Zong MBB allows you to use the fastest 3G and 4G services on your smartphone, laptop and even on your Personal computer.

Product & Service InformationZong Provides the most flexible options of connecting you to Broadband services

By buying a ZONG Super 3G or 4G SIM and putting it in your 3G/4G enabled smartphone. By using a ZONG Super 3G USB Dongle that plugs straight into your laptop/PC and connects to Zong Super 3G network By using Zong Super 3G/4G USB Wingle that plugs to your laptop/tablet/PC or any USB power source and connects to Zong Super 3G/4G network. By using Zong super 3G Mifi pocket/4G Mobile Wifi sized device that plugs to your laptop/tablet/PC and connects to Zong Super 3G network. By using Zong Super 3G wireless router that you can use in your homes or office which connects to Zong Super 3G network.You can visit the nearest Zong service center or Franchise / Retailer to get these devices and enjoy super fast internet on the go.Tariff:Below are the MBB internet bundles that you can subscribe with your Zong Broadband devices.

Monthly BundlesBundle*Bundle PriceBundle Validity

Monthly 24GBRs. 1,5001 Month

Monthly 50GBRs. 2,0001 Month

Monthly 100GBRs. 3,8001 Month

Monthly 150GBRs. 5,0001 Month

Monthly 200GBRs. 6,0001 Month

3 Month BundlesBundle*Bundle PriceBundle Validity

24GB/MonthRs. 4,0003 Months

CHAPTER #03: NETWORK

China Mobile Pakistan has invested more than US $2 billion so far to build up network infrastructure in Pakistan since 2008.It will invest US $1 billion in next two to three year for next generation service roll-out.Zong has built the third largest cellular network in the country with over 6000base stations. Togo green, Zong has installed solar powered cell sites in various locations. It has country's largest solar power telecommunication network. (ZONGs new logo)

Pakistan's first 4G operatorItsnetwork base stations, microwave links, IT support and transmission towers are maintained and provided byZTE Pakistan. Alcatel-Lucentunder the terms of a distribution agreement withRIMleverages its global integration services and local presence in the region to provide Zong with end-to-end implementation, launch, delivery and support services for the BlackBerry solution in the Pakistani market. Zong currently usesGSM,UMTS/HSPA+andLTEtechnologies.

3.1 Radio frequency Frequencies used by Zong network

FrequencyProtocolClass

900MHzGSM/GPRS/EDGE2G

1800MHzGSM/GPRS/EDGE2G

2100MHzUMTS/HSDPA/HSPA+/DC-HSPA+3G

1800MHzLTE4G

Next generation mobile servicesOn April 23, 2014 Pakistan concluded next generation mobile spectrum auction. Zong paid $516 million for 10MHz spectrum in 2.1GHz frequency for 3G and 10MHz spectrum in 1.8GHz frequency for 4G making it Pakistan's first 3G and 4G operator. Number schemingZong uses the following numbering scheme:+92 3 1 N1N2N3N4N5N6N7N8Where, 92 is theISDcode for Pakistan and is required when dialing outside the country, 3 is the mobile access code, and 1 is the prefix for Zong allocated byPakistan Telecommunication Authority. Omitting +92 would require 0 instead to represent local call, hence 031 is the general prefix and N1N2N3N4N5N6N7N8is the subscriber number.

CHAPTER #04: DEPARTMENTS AND FUNCTIONS

1.Finance Department2.Customer Services Department3.Marketing Department4.Sales Department5.I.T/Billing Department6.Internal Audit Department7.Technical Department8.Administration Department9. Human Resource Department

4.1 Finance DepartmentFixed Assets Corporate accountsBank reconciliationRegulatoryBudgeting and corporate affairCredit and collectionProcurement and contractsPayablesReporting and commissions4.2 Customer services DepartmentOperations:To facilitate and guide the customerTo resolve customers 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.4.3 Marketing DepartmentDevelop and execute regular promotionsBrand managementEnsure successful new city / product campaign launchesPublic relationsInternational roamingValue added servicesStrategic planning and pricingMonitor competitor pricing and other activity and report backMarket researchSales analysis4.4 Sales departmentIndirect sales:Manage the franchise networkEnsure achievement of sales target of franchiseCoordinate with other departments for development programsTraining of franchise staff direct sales:Meet assigned sales targets throughout the yearMaximize customer satisfaction and minimize churnGenerate new accounts and manage old onesStrong follow-up4.5 IT /Billing DepartmentNetworkingNPSRolloutNetwork securityBilling4.6 Internal Audit DepartmentAudit internal systems and processesFraud preventionIntroduce control mechanismsRevenue assurance4.7 Technical DepartmentMaintain 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. 4.8 Administration DepartmentOperations DepartmentInfrastructure DepartmentSafety and SecurityHR ZONGListening 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!4.9 Human resources departmentEmployee services:Payroll informationLeave and medical recordFinal settlements and provident fundPolicies and proceduresEmployees record and recreationOD and effectivenessTraining planTalent managementPerformance managementEmployees retentionOrientation employee communicationStaffing and compensationStaffing plan and HR budgetingManagement trainee and internship programInterviewing and selectionHeadhuntersCompensation, benefits and incentive

CHAPTER #05: STRUCTURE OF CUSTOMER SERVICE CENTRE CEO COO DIRECTOR Customer Service Regional Manager Central 1 Regional Manager Central 2 Regional Manager North Regional Manager South CSC Manager Customer Service Representative Finance Officer

Structure of CSC Hyderabad CSC Manager CSR Value Added (Services) CSR (Prepaid Information) CSR (Postpaid Information) Finance Officer

In CSC Hyderabad one CSC manager which have all the responsibility of CSC and under CSC manager three CSR are working all CSR are assigned different works like value added services, prepaid, postpaid and other works and one finance manager is also working there. 5.1 Customer Services Centers Mission of Customer Service Center To realize the perceived value of the customers and build higher expectations through excellence in service Customer Services department exists to serve customer. Any queries customer may have about getting a connection, account information, coverage details, information about their franchises, value added services, SMS information, anything at all customer that customer want to know about them and their services. 5.2 Customer Service Center of HyderabadI did my internship in Customer Service Center Hyderabad from July 2015 to August 2015, which is situated at Autobahn Road Hyderabad. There is one CSC manager, Three CSR officers and one finance officer working. I was working there as an internee.

CHAPTER #06: SALES AND MARKETING STRATEGY6.1 Marketing Department Mission Statement ZONG marketing department will become the best marketing department of the industry in terms of adding values to their brand name, improving the image of the organization, increase in sales, with quality of people and team spirit to lead toward the goals. 6.2 Sales and Distribution Department Mission Statement To maximize the number of revenue generating subscribers by efficiently planning and executing policies and operations related to product visibility and availability. Distribution ZONG purchases equipment from four companies ZTE, Ericsson, Alcatel and Hawaii, these are the venders, and operator of ZONG distributors and franchises, CCSC and different outlets, ZONG has CCSC and 100,000 different outlets in Pakistan. 6.3 Marketing Mix "Marketing Mix" is set of correlated tools that work together to achieve companys objectives, they are: Product Price Promotion Place 6.3.1 Product Product means offerings of a company, and ZONG is offering its customers Services as well as products. In services, ZONG is offering followings: Postpaid packages Prepaid packages Other Services and Offers Postpaid packages are generally for business class and in postpaid ZONG are offering many other packages like 100 line rent, 300 line rent, 600 line rent, 1200 line rent and 2000 line rent. Prepaid packages are for low and middle class in prepaid ZONG also offer many packages like 12 anny, 65 paisa, free package and aik second package and also many exciting Other Services and Offers like missed call alert, ramzan value time offer, dial tune, E-care, happy hour and many more exciting offers and products like handsets and for postpaid ZONG offers blackberry. 6.3.2 Price ZONG is offering its products and services at a low price so ZONG is using price penetration because all the packages (postpaid and prepaid) are very low priced and other value added services are also very low in cost. Some of them are free of cost like: Missed call alert E-care MNP Conference call Subscription of SMS packages As Ufone is giving its customers, uth package and it charge its customers hourly rate but ZONG gives its customers a package called Location Base Charging it charge customer only one-time charges and then whole day free. ZONG also using bundle pricing like SMS packages, voice bundle and handset offers. 6.3.3 Promotion ZONG is promoting its products and services in many ways like: Print media Billboards TV ads Mobile promotions Through Local cable Internet In print media print ads and newspapers are include if ZONG is offering something in a specific place than ZONG use print media like print ads and newspapers. Billboards are use in all over the country. On many TV channels, Ads are promoting ZONG. Mobile promotions like in Multan and Lahore when trucks and buses decorated with ZONG logos and advertising about LBC. On many websites, ZONG is promoting its packages and offers and ZONG has its own commercial website www.ZONG.com.pk. 6.3.4 Place Place means that how a company reach to its customers or how a customer can get product of a company. ZONG is reaching to its customers in the following manners: Franchises Customer service centers Retailers Thorough Student Entrepreneurs Franchises and customer service centers are there for customers and customers can get ZONG products and services from retailers and student entrepreneurs. 6.4 Competitive Strategy: Differentiation Differentiation is how customer product is different from customer competitors it can be done in many ways like products differentiation, features differentiation, low price and many others, for this differentiation a company should have to create a critical success factor and ZONG is having a critical success factor of low rates and quality services. ZONG offers quality products and services in low prices.

CHAPTER #07: SWOT ANALYSIS OF ZONG CUSTOMER SERVICE CENTERThe SWOT analysis covers strengths, weakness, opportunities and threats. Strengths and weakness are generally internal attributes. Opportunities and threats are generally external attributes. So, SWOT analysis of CSC Hyderabad is given below:7.1 Strengths of ZONG Customer Service CenterStrengths are defined as any activity the organization does well or any unique resources the organization has. Some strengths of ZONG Customer Service Center are given below: All the products and services which ZONG is offering are available here in this CSC of Hyderabad and also all the services of ZONG are activated and deactivated here. Motivated, educated and qualified staff makes services more reliable and satisfy customers.7.2 Weaknesses of ZONG Customer Service CenterWeaknesses are defined as any activity the organization does not do well or the resources the organization needs but it does not possess. According to my point of view following are the some weaknesses of ZONG Customer Service Center: Number of CSR is not sufficient here in CSC Hyderabad, customer some time should have to wait for their turn a bit. The staff of CSC is not involved in more outdoor activities.7.3 Opportunities of ZONG Customer Service CenterOpportunities are defined as positive trend of organization in external environment. According to my point of view following are the some opportunities of ZONG Customer Service Center: Sales of this CSC can be increased if more and more outdoor activities (establish stall outside like in market or anywhere) are being done by the management of this CSC. SEs are very good for this CSC because customer get information on the go.7.4 Threats of ZONG Customer Service CenterThreats are defined as the negative trends of organization in environment.According to my point of view following are the some threats of ZONG Customer Service Center: Competitors are the biggest threat for any company. Here also exist Warid, Ufone and Telenors CSCs so they are biggest threat for ZONG CSC. Policies of TMA are also some time threatening when they are on outdoor activity. When staff of CSC Hyderabad wants to do outdoor activity it must have to get NOC from TMA Islamabad and TMA Islamabad has its own limitations. Another threat is that according to PTA rules any one can switch to other mobile network which they think are reliable and due to signal problem and call drop complains customers are leaving ZONG.

Conclusion

ZONG have a strong financial position and growing very fast in the current position of the market of Pakistan in which other companies growing very slowly or decreasing their market shares. As we can check in the market growth analysis ZONG increased its market share by 10% from December 2014 to December 2015. It is very big achievement for the ZONG because it is new brand in the market. As ZONG has become the favorite brand of the youngsters just because of its best prepaid packages and the best SMS packages, we can say that ZONG can be a market leader after few years as early it is growing. As all of we know that the other communication companies especially UFONE providing more and more packages for its customers ZONG also have to focus on it and provide more offerings to its customers. The best suggestion for ZONG to become more favorite brand of telecom customers it should provide cheaper GPRS packages like ZONG GPRS daily free package with some daily charges etc. ZONG have kept in mind that these points are for the better progress in ZONG and ZONG have to use more promotion campaigns to increase the sale.

Suggestions and Recommendations

After doing internship in the ZONG I have find out some deficiencies in the ZONG so I suggest some following points to the ZONG: Voice clarity and call disconnection is the major issue of ZONG; this issue can be resolve by installing new boosters in the different areas. ZONG emphasis on hiring young, fresh, and energetic personnel and they should train their old experienced workers because human resource are the assets of the company, after training those old workers will perform well as compare to the fresh workers. ZONG mobile should use strategy to provide the spare parts for the ZONG mobile in market, so customers can repair the mobile after the warranty, due to this step customer will get more faith on China Mobiles. China Mobiles have huge experience of network operation in similar high mountainous areas in china itself. Therefore, it is opportunity for ZONG (CM Pak) to cover the northern areas of Pakistan and get good image in the eyes of current users and potential users and ZONG can cover the border of China, with the Karakoram highway and can play a vital role during the journey from this border. To increase the market share of the company and to get more loyal customers ZONG have to launch more wireless broadband packages because there is signal problem of the cellular companies as compare to existing wireless broadband companies (as wateen, evo are major players), so company can get competitive advantage to provide this facility. Bibliography Wikipedia (wikipedia.com) Pakistan Telecommunication Authority (pta.gov.pk) Zong (zong.com.pk) The News (thenews.com.pk) PTA website Zong CEO speaks about plans (www.telecompk.net)

Referencehttp://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.jsphttps://en.wikipedia.org/wiki/Zong_Pakistanhttp://www.pta.gov.pk/index.php?option=com_weblinks&view=category&id=142:it-a-telecom-sites&Itemid=30http://www.thenews.com.pk/NewsSubIndex.aspx?ID=53

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