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 I
introduce 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
anal(sis 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 s(stem* complaint mana#ement s(stem* C,M s(stem 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.
i
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 Compan(9s :ision ..............................................................................................7
4.; Mission $tatement .............................................................................................<
4.= Core :alues ........................................................................................................<
1.6.1 Commitment to Customer Satisfaction........................................................<
1.6.2 Passion for Business Excellence.................................................................<
1.6.3 Trust and Integrity.........................................................................................<
1.6.4 es!ect for Peo!le.......................................................................................<
1.6." es!onsi#le Cor!orate Citi$en....................................................................<
4.3 Ma>or Competitors...............................................................................................<
4.7 Customer $er!ices Centers..............................................................................4?
1.%.1 &ission of Customer Ser'ice Center .........................................................4?
1.%.2 Customer Ser'ice Center of Sa(i)al ........................................................4?
4.< Product and $er!ices .......................................................................................4?
1.*.1 Post !aid ....................................................................................................44
1.*.2 Pre!aid ......................................................................................................44
1.*.2.1 +,-. 6" Pac/age...............................................................................44
1.*.2.2 +,-. 0ree Pac/age...........................................................................44
1.*.2.3 +,-. 12 1nny Pac/age.....................................................................45
1.*.2.4 +,-. +22 Pac/age............................................................................45
1.*.2." +,-. 1i/ Second Pac/age................................................................45
1.*.3 ,t(er Ser'ices and ,ffers .........................................................................45
1.*.3.1 Brea/ Time ,ffer 3BT,4.......................................................................48
1.*.3.2 5ate -ig(t ,ffer 35-,4........................................................................48
1.*.3.3 5ocation Base C(arging 35BC4............................................................48
1.*.3.4 0riends and 0amily 0-04.....................................................................48
ii
1.*.3." 6a!!y 6our..........................................................................................48
1.*.3.6 Su!er 0ree -um#er.............................................................................48
1.*.3.7 Conference Call...................................................................................48
1.*.3.% S&S Pac/ages....................................................................................48
1.*.3.* .PS Pac/ages..................................................................................4;
1.*.3.12 am$an 8alue Time ,ffer.................................................................4;
1.*.3.11 E9Care ...............................................................................................4;
1.*.3.12 &issed Call 1lert................................................................................4=
1.*.3.13 :ial Tune............................................................................................4=
1.*.3.14 +,-. &o#ile ,ffer............................................................................4=
1.*.3.1" Blac/Berry S!ecial :iscount ,ffer....................................................43
1.*.3.16 Call 0or)arding..................................................................................43
1.*.3.17 Boo/ ;our -um#er 3B;-4.................................................................43
1.*.3.1% Call <aiting........................................................................................43
1.*.3.1* +,-. Bi=li ,ffer.................................................................................43
1.*.3.21 +,-. 0one on 6ai ,ffer...................................................................47
1.*.3.22 +,-. 0amily Pac/............................................................................47
1.*.3.21 8oice Bundle......................................................................................47
1.*.3.22 Bara ec(arge...................................................................................47
1.*.3.23 Bloc/ >n)anted Calls and S&S........................................................47
1.*.3.24 &o#ile -um#er Porta#ility 3&-P4......................................................47
1.*.3.2" &o#ile &usic C(annel.......................................................................47
1.*.3.26 >nlimited 0ree -um#er.....................................................................4<
1.*.3.27 +,-. <ee/ly Infotainment...............................................................4<
1.*.3.2% Student Entre!reneur Program 3SEP4...............................................4<
1.*.4 ,t(er S!ecial 0eatures..............................................................................4<
CHAPTER NO. " #!SINESS OPERATIONS............................................................"$
5.4 $'OT Anal(sis of ZON Customer $er!ice Center........................................54
2.1.1 Strengt(s of +,-. Customer Ser'ice Center...........................................54
2.1.2 <ea/nesses of +,-. Customer Ser'ice Center......................................55
2.1.3 ,!!ortunities of +,-. Customer Ser'ice Center.....................................55
2.1.4 T(reats of +,-. Customer Ser'ice Center..............................................55
5.5 Marketin# $trate#( of ZON............................................................................56
2.2.1 &ar/eting &ix.............................................................................................56
iii
2.2.1.1 Product.................................................................................................56
2.2.1.2 Price.....................................................................................................56
2.2.1.3 Promotion............................................................................................58
2.2.1.4 Place....................................................................................................58
5.6 Competiti!e $trate#(.........................................................................................5;
2.3.1 :ifferentiation.............................................................................................5;
5.8 )usiness Process Anal(sis...............................................................................5;
2.4.1 Customer Ser'ice Center Process.............................................................5;
2.4.1.1 Pre!aid Sale........................................................................................5;
2.4.1.2 Boo/ ;our -um#er..............................................................................5;
2.4.1.3 6andset Sale Process.........................................................................5=
2.4.1.4 SI& e!lacement................................................................................5=
5.; ZON Intranet...................................................................................................53
5.= +no"led#e )ase $(stem (+)$).......................................................................53
5.3 Complaint Mana#ement $(stem.......................................................................53
5.7 C,M $(stem.....................................................................................................57
5.< )usiness Process Mana#ement.......................................................................57
CHAPTER NO. % &EARNIN' AS A ST!ENT INTERN ........................................."(
6.4 M( @uties @urin# Internship..............................................................................5<
3.1.1 :etails ,f &y :uties...................................................................................5<
6.5 Accomplishments..............................................................................................6?
6.8 Ne" +no"led#e Ac-uired.................................................................................64
6.; Problems /ncountered.....................................................................................64
6.= Ao" This /%perience Impact M( Career.........................................................65
lossar(......................................................................................................................66
Appendices.................................................................................................................68
,eferences..................................................................................................................6;
iv
&ist of )i*ures
1i#ure 5.4B @epartmental $tructure22222222222222222.5?
1i#ure 5.5B $tructure of C$C $ahi"al2222..22222222222254
v
&ist of Tables
Table 4.4 $M$ packa#e2222.2222222222222222.4;
vi
CHAPTER NO. 1
INTRO!CTION
This chapter is all about introduction of ZON and C$C $ahi"al. This chapter
consists of nine parts. 1irst* I ha!e offered introduction of telecom sector of Pakistan
and China Mobile Pakistan (CMpak). Than a little bit introduction of ZON. After that
I come to tell about ZON9s !ision and mission and core !alues. Products and
ser!ices "hich ZON is offerin# to its customers are also included in this chapter.
1.1 Telecom Sector of Pa+istan
Pakistan mobile industr( at the moment is e%periencin# #ro"th e%plosion. Thou#h
the e%istin# pla(ers are tr(in# hard to meet the #ro"in# demand still there is a hu#e
amount of unmet demand in the countr( as a#ainst the suppl( of connection b( the
operatin# mobile companies.
Currentl( there are fi!e mobile operators operatin# in Pakistan* 'hich areB
Mobilink
Cfone
'arid
ZON
Telenor
1." About C,ina -obile Pa+istan .C-Pa+/
i
China Mobile Pakistan (CMPak) is 4??D subsidiar( of China Mobile. The pioneerin#
o!erseas setup of China Mobile came throu#h ac-uisition of license from Millicom to
operate a $M net"ork in Pakistan. $o far CMPak has in!ested more than C$E
4;?? million in telecom sector in Pakistan till the end of (ear 5??7. 'ith ambitious
plans to cater
4
to the fastest #ro"in# Pakistani market and "in o!er the demandin#
Pakistani customer* it "ill be offerin# unprecedented
5
co!era#e* !oice and data
ser!ices as "ell as "ide ran#e of tariff options to choose from. CMPak9s ed#e comes
from the e%perience and e%pertise of runnin# the "orld9s lar#est telecom ser!ice and
the commitment the( make to settin# -ualit( and customer relation standards.
1
$uppl(* Pro!ide
2
Cnmatched
7
CMPak is #eared to offer neatl( packed :A$
6
product that "ill benefit the indi!iduals*
cooperate as "ell as small business. 0ed b( a team of professionals from the field of
cellular Communication* CMPak is determined to make its mark in Pakistani market
and chan#e the "a( people communicate.
1.% About 0ON'
ii
,ecentl( China Mobile Compan( in Pakistan after replacin# the code ?6?8 "ith ?648
no" introduced its ne" brand called FZONG formall( FpaktelG. 'ith introductor(
slo#an FSay e'eryt(ingG or FSu# ?a( :oG and started its ad!ertisin# campai#n at
popular print and electronic media outlets. ZON is the first international brand of
China Mobile bein# launched in Pakistan. The compan( often cited as China Mobile
Pakistan. It meant to empo"er and liberate the people of Pakistan in e!er( nook and
corner of countr(. It "ill become a part of their hearts* their minds and brin# about a
chan#e in their li!es that e!er( one desired but fe" thou#ht "ould be possible. The
core essence of ZON is to allo" people to communicate at "ill. 'ithout "orr(in#
about tariffs* net"ork co!era#e* capacit( issues or con#estion
8
. ZON "ill be
supported b( #round breakin# communications* trend settin# customer ser!ice and
unmatched product offerin# "hich "ill refine rules of #ame and establish ZON as a
serious contender
;
for number one spot. ZON "ould offer its customers "ith
entertainin# and inno!ati!e :A$
=
and "ill empo"er them b( #i!in# a "ide !erit( of
products* ser!ices and content to choose from. 'e are pri!ile#ed to be the
pioneerin# countr( introducin# this brand "ith others to follo". And O@ "illin#*
to#ether "e "ill also make ZON a success stor( for others to tr( and replicate.
1.4 Companys Vision
iii
FMakin# Communication /%citin#G
3
:alue Added $er!ice
4
O!ercro"ded
5
Nominee
6
:alue Added $er!ice
8
1.1 -ission Statement
iv
@To #e t(e leading mo#ile o!erator of Pa/istan #y continuously inno'ating and
offering exce!tional Auality ser'icesB to #e a good cor!orate citi$en and en'oy
7
of
friends(i! #et)een C(ina and Pa/istanC
1.2 Core 3alues
v
1.6.1 Commitment to Customer Satisfaction
Customers are the heart of our success. Customers placed their confidence and
trust on ZON. In return* ZON "ill make sure to anticipate customer9s needs and
deli!er and deli!er ser!ices* -ualit( and !alue be(ond their e%pectations.
1.6.2 Passion for Business Excellence
ZON tr( for e%cellence in all that the do. This commitment to deli!erin# "orldHclass
-ualit( translates to unmatched ser!ice and !alue for our customers and all stake
holders.
1.6.3 rust an! "nte#rity
ZON take pride in practicin# the hi#hest ethical standards in an open and honest
en!ironment. ZON take personal responsibilit( for their actions and treat e!er(one
fairl(* and "ith trust and respect.
1.6.4 $espect for People
ZON9s relationship dri!es their business. ZON respect and esteem their
emplo(ees and all stakeholders. ZON belie!e in team "ork empo"erment and
honor.
1.6.% $esponsi&le Corporate Citi'en
As the market leader* ZON reco#ni&e and fulfill its responsibilit( to"ards our
countr( and the en!ironment "e li!e in. ZON contribute to "orth( causes and are
dedicated to the de!elopment and pro#ress of societ(.
1.4 -a5or Com6etitors
Pakistan mobile industr( at the moment is e%periencin# #ro"th e%plosion. Thou#h
the e%istin# pla(ers are tr(in# hard to meet the #ro"in# demand still there is a hu#e
7
Messen#er
9
amount of unmet demand in the countr( as a#ainst the suppl( of connection b( the
operatin# mobile companies.
Currentl( there are four mobile operators operatin# in Pakistan "hich are competin#
a#ainst ZON* 'hich areB
Mobilink
Cfone
'arid
Telenor
)ut in $ahi"al there are onl( Telenor* 'arid and Cfone9s Customer $er!ice Center
are "orkin#.
1.7 Customer Services Centers
1.(.1 )ission of Customer Service Center
vi
@To reali$e t(e !ercei'ed 'alue of t(e customers and #uild (ig(er ex!ectations
t(roug( excellence in ser'iceC
Customer $er!ices department e%ists to ser!e customer. An( -ueries customer ma(
ha!e about #ettin# a connection* account information* co!era#e details* information
about their franchises* !alue added ser!ices* $M$ information* an(thin# at all (ou
that (ou "ant to kno" about them and their ser!ices.
1.(.2 Customer Service Center of Sa*i+al
vii
Customer $er!ice Center "here I do m( internship started "orkin# on 45Hfeburar(H
5??7* "hich is situated at ;44I)!ii* Jail road* Ci!il lines* $ahi"al. Aere one C$C
7
mana#er* ; C$,
<
"hich are assi#ned different duties and one finance officer is
"orkin# and I "as "orkin# there as $/ (student entrepreneur).
1.( Pro8uct an8 Services
viii
ZON offers a "ide ran#e of ne" ser!ices to ser!e customers e!en better. )elo" is
a brief introduction of all these ser!ices.
Postpaid
8
Customer ser!ice center
9
Customer ser!ice ,epresentati!e
10
Prepaid
Other ser!ices and offers
1.,.1 Post pai!
ix
/%citin# ne"s for ZON*s postpaid customers* ZON has introduced some ne"
postpaid packa#es and ma( be the most feature rich in market. No"* ZON9s
postpaid packa#es comes "ith the free mins onHnet and offHnet* and also unlimited
$M$* 4; M) of free P,$ -uota and man( more. Packa#es are #i!en belo"B
4?? 0ine rent packa#e
6?? 0ine rent packa#e
=?? 0ine rent packa#e
45?? 0ine rent packa#e
5??? 0ine rent packa#e
If customer comes to purchase postpaid $IM than he can a!ail packa#es "hich are
#i!en abo!e. On post paid $IM there is no default packa#e customer "ill select an(
of the abo!e packa#es accordin# to his need and deposit line rent accordin# to the
packa#e and packa#e "ill be chan#ed.
1.,.2 Prepai!
x
'hen a customer purchase a prepaid $IM its default packa#e is 7? piasa per 6?
second but customer can a!ail an( of the follo"in# packa#esB
ZON =; packa#e
ZON free packa#e
ZON 45 ann( packa#e
ZON Z5? packa#e
ZON aik second packa#e
1.,.2.1 -./0 6% Pac1a#e
ZON =; packa#e offers its customerB
ZON =; offers call rate of =; paisa per 6? second an( time an( net"ork
1.,.2.2 -./0 2ree Pac1a#e
ZON free packa#e offers its customerB
11
1or the first time in Pakistan (ou can make free calls for lifeK
Choose one fa!orite ZON number and call from mid ni#ht to 3amHabsolutl(
freeK
@urin# break time hours call all ZON numbers at ,s.6.<< per hour from
noon to 5 pm.
No" (ou can call up to 4? 1N1
4?
numbers.
The free number can be modified once in a month.
1.,.2.3 -./0 12 3nny Pac1a#e
ZON 45 ann( packa#e offers its customerB
Call or $M$ for onl( 3; paisa to an( net"ork and an( timeK
6? second billin#.
Talk for an entire hour of (our likin#Han( hour* for onl( ,s. 8.<< and for first
time in Pakistan (ou can chan#e the hour e!er( da(K
Aapp( hour needs to be acti!ated b( customerL e!er( actionImodification "ill
be char#ed at ,s. ;.
1N1 rate appl( for 58 hours* for those customers "ho ha!e subscribed for
happ( hour* 1N1 rates "ill not be applicable durin# that hour.
1.,.2.4 -./0 -24 Pac1a#e
The concept of behind this packa#e is to promote the !alue of time and the
importance of Fchoti but &aroori baatG.
1.,.2.% -./0 3i1 Secon! Pac1a#e
ZON aik second packa#e its customerB
Per second billin#.
Make call for >ust 8 paisa per second an( net"ork an( timeK
Call fi!e 1N1 numbers for >ust 5 paisa per second.
1.,.3 .t*er Services an! .ffers
xi
ZON has al"a(s pro!ided its customer "ith the best offers and ser!ices some of
them are #i!en belo"B
10
1riends and famil(
12
)TO
44
0NO
45
0)C
46
1N1
48
Aapp( hour
$uper free number
Conference call
$M$
4;
packa#es
o @ail(* "eekl(* fortni#ht and monthl( $M$ packa#es
o Zulu $M$ packa#e ( M5.;?Nta% per da()
P,$
4=
packa#es
,am&an !alue time offer
/Hcare
Missed call alert
@ial tune
ZON Mobile offer
)lack )err( special discount offer
Call for"ardin#
)ON
43
Call "aitin#
ZON bi>li offer
ZON fone on hai offer
ZON famil( pack
:oice bundle
Achi $IM
)ara rechar#e
)lock un"anted call and $M$
11
)reak time offer
12
0ate ni#ht offer
13
0ocation base char#in#
14
1riends and famil(
15
$hort messa#e ser!ice or te%t messa#e
16
eneral packet radio ser!ice
17
)ook (our number
13
MNP
47
Mobile Music channel
Cnlimited free number
ZON "eekl( infotainment
$/P
4<
1.,.3.1 Brea1 ime .ffer 5B.6
ZON offers )reak time offer no" call on an( ZON number at ,s.6.<< from noon
to 5 pm* and on 1rida( from noon to 8 pm. This offer is on ZON free packa#e.
1.,.3.2 7ate /i#*t .ffer 57/.6
ZON offers late ni#ht offer no" add call from mid ni#ht to 3 am M ,s. 6.<< per
hour. This offer is on ZON free packa#e.
1.,.3.3 7ocation Base C*ar#in# 57BC6
ZON has al"a(s pro!ided its customer "ith the best offers and ser!ices and in
continuation of efforts ZON no" brin#s 0)C. 0)C is in more than 8? cities throu#h
"hich the customer can en>o( free ZON to ZON calls M onl( ,s. 3Nta% per da(.
1.,.3.4 2rien!s an! 2amily 2/26
ZON brin#s special rates for (our friends and famil( members add 1N1 numbers in
almost all prepaid and postpaid packa#es.
1.,.3.% 8appy 8our
ZON bri#s happ( hour talk for an entire hour of (our likin#Han( hour* for onl( ,s.
8.<< and for first time in Pakistan (ou can chan#e the hour e!er( da(.
1.,.3.6 Super 2ree /um&er
ZON$ #i!es (ou an opportunit( to talk to one number free "hole month M 8<< ,s.
Nta%.
1.,.3.9 Conference Call
No" fi!e members can talk to each other at one time ZON brin#s to (ou
conference call ser!ice. No" acti!ated on all prepaid and postpaid numbers.
18
Mobile number portabilit(
19
$tudent entrepreneur pro#ram
14
1.,.3.( S)S Pac1a#es
ZON no" introduces its ne"est and most competiti!e $M$ bundle M ,s. 5.; plus
ta% dail(. Ne" unlimited $M$ bundle OffersB
Table 1.19
Packa#es $M$ 0imit Price
@ail( $M$ bundle ;?? $M$ 4?? MM$ per da( 4 da( 6.<<Nta%
'eekl( $M$ bundle 4??? $M$ 3 da(s 4?Nta%
1ortni#htl( $M$ bundle ;?? $M$ per da( 4; da(s ;?Nta%
Monthl( $M$ bundle ;?? $M$ per da( 6? da(s 7?Nta%
1.,.3., 0P$S Pac1a#es
Please be updated that no" ZON ha!e a ne" and e%citin# P,$ packa#es for
ZON customers.
Packa#es are as fello"sB
Aourl( packa#e(Time )ased Packa#e)
Monthl( packa#esH for prepaid user
o 5 )
5?
bundle
o 8 ) bundle
o Trul( unlimited
1.,.3.14 $am'an Value ime .ffer
)( subscribin# to ZON9s ram&an !alue time offer* all ZON customers can a!ail
lo"est call rates from 4
st
P 5<
th
ram&an.
)( subscribin# to ZON9s ram&an !alue time offer* all ZON customers can a!ail on
net call rates of 5.<<Ihour.
1.,.3.11 E:Care
xii
No need to "alk into a Customer $upport Center or make a call to #et such
modifications done. Our customers no" ha!e this facilit( in the comfort of their
homes and offices. Throu#h Prepaid eCare* customers can en>o( the follo"in#
features onlineB
'eb Portal Acti!ation I $ubscription forB
20
i#a b(te
15
$M$ bundle
P,$
54
CallI$M$ )lock
1n1
55
)ON
56
Queries likeB
Customer information -uer(
,echar#e histor(
Call record
Chan#e re-uests likeB
Packa#e chan#e
Chan#e 1n1
Chan#e call for"ardin#
1.,.3.12 )isse! Call 3lert
No is miss call no"* ZON brin#s miss cal alerts for its customer. A messa#e "ill be
sent to (ou that this number called (ou if (our phone isB
)us(
Not ans"ered
Out of reached
Not respondin#
1.,.3.13 ;ial une
No" (our friends and famil( or an( one "ho call (ou "ill listen to the son# of (our
choice. ZON brin#s dial tune facilit( for its !aluable customers. Just dial 56? to
acti!ate this ser!ice.
1.,.3.14 -./0 )o&ile .ffer
ZON is once a#ain all set to launch the latest handset bundle offer for its !alued
subscribers and "e are proud to announce the launch of 6rd Mobile Phone.
21
eneral packet radio ser!ice
22
1riends and famil(
23
)ook (our number
16
Considerin# the immense success of pre!ious handset offers* ZON is back "ith
another handset deal "ith the latest handset on the offer that is bound to catch
customers9 interest and #enerate heft( sales. @etails of the offer are as belo"B
Aandset offer "ith ne" ZON $IM M 4*;??IHR
Aandset free resources
4*??? minutes (onHnet)
4*??? $M$ (an( net"ork)
1eatures of handsetB
1M ,adio
Torch
Memor( 6?? phonebook entries
1.,.3.1% Blac1Berry Special ;iscount .ffer
ZON continues to brin# inno!ati!e and e%citin# products and promos to the market.
The introduction of )lack)err( @iscount Offer is another feather in the cap of ZON
that puts the ama&in# "orld of )lack)err( ser!ices "ithin reach for all.
1.,.3.16 Call 2or+ar!in#
Another e%citin# and ne" ser!ice from ZON no" (ou can for"ard (our incomin#
call to other number if (our phone isB
)us(
Not ans"ered
Out of reached
Not respondin#
1.,.3.19 Boo1 <our /um&er 5B</6
No" (ou can book (our number (ourself b( !isitin# our "ebsite. )ook (our number
and this number "ill come to (our door step.
1.,.3.1( Call =aitin#
Ne!er miss an( call* ZON brin#s (ou call "aitin# ser!ice. 'ith this ser!ice no
important call "ill be missed b( (ou.
17
1.,.3.1, -./0 Bi>li .ffer
,i#ht "hen the ener#( crises are on the peak and electricit( loadHsheddin# is on its
hei#ht* ZON has come up "ith )i>li Offer. I "ill call this a >ust 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 CP$* #enerators* rechar#eable
fans and rechar#eable li#hts e!er( da(.
1.,.3.21 -./0 2one 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.,.3.24 -./0 2amily Pac1
No" "ith ZON 1amil( Pack* subscribers can call to their three famil( numbers
"ithout bein# "orr(in# 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 Bloc1 ?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)/P6
'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#
18
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! 2ree /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 =ee1ly "nfotainment
ZON has launched a 'eekl( Infotainment bundle. Oou can no" obtain three
different infotainment ser!ices at the same time on a "eekl( basis.
1.,.3.2( Stu!ent Entrepreneur Pro#ram 5SEP6
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 2eatures
Oaari call
Zon#opedia
:ideo on demand
Islamic portal
$ports
,in#tones
ames
)udd( chat rooms
'allpapers
)reakin# ne"s
19
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.
20
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 $'OT anal(sis of
ZON C$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 Structure
xiii
C/O
COO
@,ICTO, Customer
$er!ice
,e#ional Mana#er
Central 4
,e#ional Mana#er
Central 5
,e#ional Mana#er North
,e#ional Mana#er $outh
C$C Mana#er
Customer $er!ice
,epresentati!e
1inance Officer
21
2i# 2.2@ Structure of CSC Sa*i+al
xiv
In C$C
58
$ahi"al one C$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* MNP
5=
* 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
anal(sis 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* $'OT anal(sis of C$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.
24
Customer ser!ice center
25
Customer ser!ice ,epresentati!e
26
M?obile number portabilit(
27
$tren#ths "eakness opportunities threats
C$C
Mana#er
C$, (:alue
added
ser!ices)
C$,
(prepaid
information)
C$,
(postpaid
information)
C$,
(MNP)
C$,
(P,$
settin#)
1inance
officer
22
2.1.2 =ea1nesses 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.
$/
57
s are !er( #ood for this C$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
$er!ice CenterB
Competitors are the bi##est threat for an( compan(. Aere also e%ist 'arid*
Cfone and Telenor9s C$Cs so the( are bi##est threat for ZON C$C.
Policies of TMA
5<
are also some time threatenin# "hen the( are on outdoor
acti!it(. 'hen staff of C$C $ahi"al "ants to do outdoor acti!it( it must ha!e
to #et NOC from TMA $ahi"al and TMA $ahi"al has its o"n limitations.
Another threat is that accordin# to PTA
6?
rules an( one can s"itch to other
mobile net"ork "hich the( think are reliable and due to si#nal problem and
call drop complains customers are lea!in# ZON.
28
$tudent /ntrepreneur
29
Tehsil munsipal authorit(
30
Pakistan Telecommunication Authorit(
23
"." -ar+etin* Strate*y of 0ON'
2.2.1 )ar1etin# )ix
SMarketin# Mi%S is set of correlated tools that "ork to#ether to achie!e compan(9s
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# price
penetration 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
MNP
64
Conference call
31
Mobile number portabilit(
24
$ubscription of $M$ packa#es
As Cfone 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( "a(s 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 0)C
65
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 $tudent /ntrepreneurs
32
0ocation base char#in#
25
1ranchises and customer ser!ice centers are there for customers and also
customers can #et ZONs products and ser!ices from retailers and student
entrepreneurs.
2.3 Competitive Strate#y
2.3.1 ;ifferentiation
@ifferentiation is ho" (our product is different from (our competitors it can be done in
man( "a(s like products differentiation* features differentiation* lo" price and man(
others* for this differentiation a compan( should ha!e to create a critical success
factor and ZON is ha!in# a critical success factor of lo" rates and -ualit( ser!ices.
ZON claim that ZON offers -ualit( products and ser!ices in lo" pries.
".; #usiness Process Analysis
2.4.1 Customer Service Center Process
Openin# C$,
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 CNIC
68
.
C$, "ill check throu#h )O$$ s(stem
6;
if customer has alread( 4?
subscriptions.
C$, "ill fill C$A1
6=
and #et si#ned b( the customer.
C$, "ill hand o!er Customer T finance cop( to customer and #uide himIher
to cash counter.
Cashier "ill mark the cash paid stamp and si#n the customer cop( and hand
o!er $IM card and customer cop( to customer.
33
Customer ser!ice ,epresentati!e
34
Computeri&ed national identit( card
35
Acti!it( base s(stem
36
Cellular ser!ice a#reement form
26
2.4.1.2 Boo1 <our /um&er
Customer "alks in for bookin# of hisIher number. 1ollo"in# are the re-uired steps to
follo"B
C$, "ill inform customer re#ardin# the price of )ON.
C$, "ill confirm M$I@N
63
to be booked.
C$, "ill ask the customer to pro!ide CNIC.
C$, "ill check throu#h )O$$ s(stem.
C$, "ill check number a!ailabilit( in )ON portal.
C$, "ill lo# the re-uest in )ON portal "ithB
o Customer name
o CNIC
o Contact number
o Address of customer
A uni-ue ticket number "ill be #enerated.
C$, "ill ask customer to fill in C$A1.
C$, route the customer to"ards finance counter and finance officer "ill follo"
the pa(ment process and #i!e $IM to customer.
2.4.1.3 8an!set Sale Process
Customer "alks in for the purchase of handset follo"in# are the re-uired steps to
follo"B
C$, "ill #uide customer about bundle deal of handset.
If customer a#rees* C$, "ill ask customer to select the M$I@N form stock.
C$, "ill !erif( customer as per !erification process.
C$, "ill ask customer to fill C$A1.
C$, "ill rout the customer to finance counter for pa(ment and handset
collection.
1inance officer "ill perform the functions of )O$$ s(stem.
1inance officer "ill associate M$I@N "ith IM/I
67
of hand set in )O$$ s(stem.
1inance officer "ill record transaction in )O$$ s(stem.
37
The dial able number that a caller use to reach mobile subscriber
38
International mobile e-uipment identit(
27
1inance officer "ill ask the customer to open the packin# of handset to check
if accessories (handset N char#er N "arrant( card) are complete.
1inance officer "ill take "arrant( card from customer and after si#nin# and
stamp* he "ill hand o!er the "arrant( card and handset and customer cop( to
customer.
2.4.1.4 S") $eplacement
Customer "alks in to replace hisIher $IM follo"in# are the re-uired steps to follo"B
C$, "ill !erif( the customer as per !erification parameters.
C$, "ill inform the customer about $IM replacement char#es (if an().
C$, "ill fill C$1
6<
and #et it si#ned b( the customer and attaches a cop( of
CNIC.
C$, "ill process the $IM replacement in )O$$.
C$, "ill hand o!er the customer cop( and finance cop( to customer and
#uide customer to cash counter.
Cashier "ill #et C$1 copies and pa(ment from customer.
Cashier "ill record transition in )O$$.
Cashier "ill hand o!er $IM
8?
and pa(ment receipt to customer.
C$, "ill C$1 to data "arehouse for fillin#.
".1 0ON' Intranet
ZON intranet is soft"are pro#ram "hich ha!e each and e!er(thin# in it about
ZON. And this can be opened onl( in the arena of C$$. 0oaded "ith e!er(thin#
this is !er( useful thin# for C$, and other emplo(ee.
".2 <no=le8*e #ase System .<#S/
This is also soft"are pro#ram "hich is loaded "ith all the acti!ities and other
information likeB
Products and ser!ices
)asic :A$
84
Ne" :A$
39
Customer ser!ice form
40
$ubscriber identit( module
41
:alue added ser!ices
28
,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 s(stem
85
"here from C$, can lo#in the s(stem and do his "ork or duties.
".( #usiness Process -ana*ement
A "ebHbased pro#ram throu#h "hich emplo(ees of C$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. Ao" 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.
42
Customer relationship mana#ement s(stem
29
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 Cp)
MNP
86
s
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)
43
Mobile number portabilit(
44
i!in# number to a non personal $IM
30
o /%act number
o Number start "ith
o Number ends "ith
o Number contain
If (our desired number is a!ailable* (ou "ill recei!e a messa#e as under
4. 64%%%%%%%%
To Pair
;1
A Number
1irst book that number a#ain #o to telesales and choose NCM)/, )OO+IN menu
thanB
/nter the number "hich is checked
No" a messa#e "ill come
Number U64%%%%%%%%V )ookin# O+. Please use A0,U%V $IM for acti!ation.
Once the desired numbers is booked then #o back to telesales menu and chose
NCM)/, ACTI:ATION and enterB
M$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
45
i!in# number to a non personal $IM
31
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.
NOTE9 m( sales data and re!enue anal(sis is attached.
%.; Ne= <no=le8*e Ac?uire8
)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. And I also learn ho" to deal "it customer as I
thou#ht if (ou "ant to make sale (ou should #o to the customer or customer come to
(ou* (ou should ha!e a smilin# face to #reet the customer* and if customer do not
bu( (our product than (ou should lea!e a #ood impression on that customer
because if in future that customer need (our product than it "ill come to (ou to bu(
that product.
As I told that I "as #i!en a tar#et of sales I learn a lot durin# m( internship ho" to
deal* "ho to a!oid difficult situations and ho" to create demand for (our product. I
m(self make man( policies to make sales because sellin# a $IM
8=
"as not a difficult
task to do customer is read( to take $IM from (ou but to sell him rechar#e of ,s.4??
"as a bit difficult* so keep in !ie" the cost of $IM and load I make man( polices to
sell. /!en I sold free $IMs too (#et number of (our choice in ,s.4=? "ith 4=?
balance) and man( more policies like this.
%.1 Problems Encountere8
@urin# m( time in the field I encountered man( problems likeB
Cross -uestions of customers
Customers ha!in# much kno"led#e about other net"ork9s offerin#s
Pricin# problem
I face those problems !er( "ell* and I "as able to ne#lect those problems. )ut in
sale (ou should ha!e to be cool and calm because nobod( "ants to loss his
46
$ubscriber identit( module
32
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 $IM but "ithout rechar#in#* it
"as a !er( difficult thin# to con!ince that customer to rechar#e at the spot.
%.2 Ho= T,is Ex6erience Im6act -y Career@
It "as a #reat e%perience in the field* before the completin# m( studies I #ot a
chance to #et in the market and do some "ork. 'hen I "ill #et in m( practical life
soon after completin# m( de#ree this e%perience "ill #o "hit me and "ill be !er(
beneficial for me in the field. )ecause in the an( kind of >ob in marketin# or sales
department in Pakistan (ou should ha!e to interact "ith the customer and tr( to fulfill
the needs and "ants of the customers.
33
'lossary
:A$B :alue Added $er!ice
C$CB Customer $er!ice Center
CA/B Cnited Arab /mirate
1N1B 1riends and 1amil(
M)B Me#a )(te
)TOB )reak Time Offer
0NOB 0ate Ni#ht Offer
0)CB 0ocation )ase Char#in#
$M$B $hort Messa#e $er!ice
P,$B eneral Pocket ,adio $er!ice
)ONB )ook Oour 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 Cse to reach a mobile subscriber
34
A66en8ices
A66en8ices A9
Internship completion certificate
A66en8ices #:
Cellular $er!ice A#reement 1orm
A66en8ices C9
MNP ,e-uest 1orm
A66en8ices 9
No ob>ection 1orm
A66en8ices E9
$ales data and re!enue anal(sis

35
References
36
i
httpBII""".&on#.com.pkIaboutusWccmc.html
ii
httpBII""".&on#.com.pkIaboutWus.html
iii
Interanet.ZON.comIhomeI!ision
iv
Interanet.ZON.comIhomeImission
v
Interanet.ZON.comIhomeI!alues
vi
Interanet.ZON.com
vii
Arshad* C.( 4?
th
au#ust* 5?4?)* C$C $ahi"al
viii
httpBII""".&on#.com.pkIpacka#es.html
ix
httpBII""".&on#.com.pkIpacka#esWpostpaid.html
x
httpBII""".&on#.com.pkIpacka#esWprepaid.html
xi
httpBII""".&on#.com.pkIinde%W!alueWaddedWpa#e.html
xii
httpBIIecare.&on#.com.pkB7?7?IaiecareIinde%.>sp
xiii
Arshad* C.( 4?
th
au#ust* 5?4?)* @epartmental structure of ZON C$Cs
xiv
Arshad* C.( 4?
th
au#ust* 5?4?)* structure of C$C $ahi"al