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Project Report On: Sir Amjad Hussain Janjua
Project Report On: Sir Amjad Hussain Janjua
ZONG
SUBMITTED TO:
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To Him belongs the dimension of the Heavens and the earth, it is He who givesLife and death and He has power over all things. (Al-Quran)
All acclamation to Allah who has empowered and enabled us to accomplish the task successfully. First of all we would like to thank our Allah Almighty who really help usin every problem during the project. We would like to express our sincere and humble gratitude to Almighty whose Blessings, help and guidance has been a real source of all our achievements in our life. We would like to admit that we completed this project due to parents who pray for our success. We also wish to express our appreciation to our teacher Sir. AMJED HUSSAIN JUNJUA who help us a lot and introduce us to new dimensions of knowledge. And we would like to acknowledge all staff member of Business administration department of University of Sargodha. Last but not the least our team efforts, support, cooperation and encouragement showed by each members in the group with each other.
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ABSTRACT
This project is detail of role of business communication in business success. Communication presents evidence supporting why it is a critical factor for the success of both individuals and organizations. Causes for lack of effective communication explained and aspects of effective communication including information distribution, information context and feedback, motivation, hierarchy, centralization, decision making style presented. We explained the roll of internal and external communication in ZONGs success. We used deductive and inductive reasoning to prove the roll of business communication in business success. We explained about communication style, creativity and innovation. Interpersonal skills importance, writing practice, basic skills require for ZONG,individual and group coordination, management practices, benefits of business communication. The research when we set out to prove the link between communication competence and business success, we knew we were taking on quite a challenge.
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Introduction
CMCC
China Mobile is the world's largest telecom operator. Having a customer base of over 300 million customers, its network routes 700 million text messages every day and handles 250 million calls every hour. China Mobile is perhaps the only cellular network that provides uninterrupted, reliable coverage through tunnels, on highways, inside sky scrapper elevators as well on top of Mount Everest. One of the unique features of China Mobile servicing excellence is to customise its products, services and tariffs to suit the individual needs of its huge subscriber base. There are hundreds of payment/tariff options to choose from according to one's usage pattern, budgetary limitations and nature of use. China Mobile's first overseas subsidiary, China Mobile Pakistan has the license to offer and operate voice, data and all value added services in the entire country. One of the fastest growing cellular markets in the world, Pakistan is a key region that is likely to offer expansion opportunities as well the chance to make a difference in the lives of a growing clientele that is demanding and understands and appreciates better quality and service standards.
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HISTORY
China Mobile Communications Corporation, the parent of China Mobile, the worlds largest mobile phone company by subscribers, announced that it has launched its first offshore mobile phone network in Pakistan under the brand name Zong, China.Zong is the first International brand of China Mobile being launched in Pakistan.
[1]
The company
is often cited as China Mobile (Pakistan). It is meant to empower and liberate the people of Pakistan in every nook and corner of the country. It will become a part of their hearts, their minds and bring about a change in their lives that every one desired but few thought would be possible. The core essence of ZONG is to allow people to communicate at will. Without worrying about tariffs, network coverage, capacity issues or congestion. ZONG will be supported by ground breaking communications, trend setting customer service and an unmatched product offering which will redefine rules of the game and establish ZONG as a serious contender for the number one spot. ZONG would offer its customers with entertaining & innovative value added services and will empower them by giving a wide variety of products, services & content to choose from. We are privileged to be the pioneering country introducing this brand with others to follow. And God willing, together we will also make ZONG a success story for others to try and replicate. China for the second time (first with investing in PakTel) will try to rock the telecom sector of Pakistan by introducing its cellular service named Zong, which offers the most popular and most subscribers in universe, (yes it is universe see their adverts). Although advert is good, unlike their full paged intros in leading newspapers like Jang and Dawn and even on TV channels, simply showing big claims.
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China Mobiles mission statement is Communicate a Boundless World and Construct an Information Society. It aims to build an omnipresent mobile network to provide a colorful set of mobile communication applications with omnipotence, to promote the citizens level of informationalization and enhance China Mobiles competitiveness at an international level. Omnipresence entails a secure, open digital network with seamless coverage which allows everyone to use the network at anytime and at any place. Omnipotence entails the continuous creation of all kinds of applications to suit the individual needs of consumers and the prompt adaptation to new changes to the environment. Omnipresence and Omnipotence are China Mobiles ambitious plans and also the objectives that China Mobile aims to achieve through its ethos Perfection.
With perfect sincerity and integrity, we will strive to fulfill their triple-sided responsibilities: their economic responsibility; their social responsibility and their environmental responsibility. As a good corporate citizen, China Mobile Limited is committed to the harmonious development of its business, society and the environment. China Mobile Limited will remain humble and keep innovating in order to achieve preeminence.
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About ZONG
ZONG is the first International brand of China Mobile being launched in Pakistan. It is meant to empower and liberate the people of Pakistan in every nook and corner of the country. It will become a part of their hearts, their minds and bring about a change in their lives that every one desired but few thought would be possible.
The core essence of ZONG is to allow people to communicate at will. Without worrying about tariffs, network coverage, capacity issues or congestion. ZONG will be supported by ground breaking communications, trend setting customer service and an unmatched product offering which will redefine rules of the game and establish ZONG as a serious contender for the number one spot. ZONG would offer its customers with entertaining & innovative value added services and will empower them by giving a wide variety of products, services & content to choose from. They are privileged to be the pioneering country introducing this brand with others to follow. And God willing, together they will also make ZONG a success story for others to try and replicate.
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INTERNAL ENVIRONMENT
The internal environment of the ZONG is very friendly. Like working in sales department I have noticed that the monthly targets are given to the Regional Manager Sales and Distribution. The RMD divides the targets amongst the ASM with mutual consent. They sit together and device methods by which they will divide targets amongst them. There is no restriction on the division of targets from the higher management. Also one dont have to follow the managerial hierarchy for certain situations. Like being an internee I had to discus my proposals with my concerned manager but I was not bounded I can directly discuss that proposal to the Regional Manager or even the Head of Sales.Also the Assistant managers and Zonal Managers have full autonomy on controlling their respective teams. There is no bound form the management on how to control the teams they are concerned about the results. That is why I have even seen managers in dual moods sometimes they are very lenient with the team members and some times they seems to be very harsh on them. Because sales is target oriented job and they have to achieve the targets. ZONG is constantly expanding its coverage, adding new cities and regions to its country-wide network. Powered by their commitment to setting new service standards, the ZONG network coverage extend up to 600 cities and towns of Pakistan.
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ORGANIZATIONAL HIERARCHY
C.E.O
GM
CENTRAL-I
GM
CENTRAL-II
GM
NORTH-I
GM
SOUTH-I
CFO
SALES HEAD
MANAGER
COPS
ADMIN
RMD
ASM
ASM
ASM
ASM
FFR
RSO
DSO
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CENTERALIZATION
Centralization is the extent to which the decision making is concentrated at a single point in the organization. In CMPak the main decision making is concentrated at higher levels of management, they dictate the goals to achieve but it depends on manager sales and sales force how they achieve it.
INTERNAL COMMUNICATION
Internal communication may be defined as an exchange of facts ideas, opinions that individuals or departments of an organization relating to purely inside matters. Information transmission of various pieces concerning what happens within an organization rather than its relationship with the others outside an organization. This implies the concept of internal communication. Thus internal or inside communication is concerned which implies transmission and reception of information clearly, accurately and speedily.
The internal communication system of the ZONG is very effective. Because it is a communication of indoor management. The outside people or external to the organization are not concerned with it. In corporate management there is Doctrine of Indoor Management. This allows all those external parties who deal with the company to assume that the employees of the company have observed the provisions of articles in the management of affairs and communication. In other words they are not bound to enquire into the regularity of internal matters. An outsider or external is not expected to see that the company carries out its internal affairs of management.
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communications can enhance stronger relationships throughout all levels of the organization and forge a sense of community. Excellent internal communications cannot simply be implemented and left alone; the process must be ever-changing and adaptable for success. While more and more organizations begin to spend more time identifying special interest groups within their own walls, internal communications methods are becoming increasingly diverse to match the varying needs of each organizations' internal staff and stakeholders. ZONG is giving special attention to the internal communication. The way messages are presented can have a negative or positive impact upon the reader, regardless of the core content of the message. While this could be condemned as spin, organizations who strive to practice excellent public relations will avoid manipulative and ambiguous messages as they destroy trust in the organization. The most effective way is to find a balance between being "his Master's voice" and representing employees' interests. Internal communication should be: Transparent and timely (when details have been confirmed and approved, messages should be presented to employees before any external public) Clear Concise Informative Independent Relevant Compelling
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Internal communications values of ZONG such as: Openness (similar to the ideal "transparency" public relations practitioners should strive for) Honesty (essential for any organization) Two-way symmetrical communication (this entails sending and receiving information, feedback, and engaging in a two-way conversation)
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Functional Decision:
The useful styles are: Flexible Proactive Deliberate
ZONG flexible approach to decision making may mean that you not only have more alternatives but you also have different ways to gather information to Pro-active people are never afraid to make decisions in Zong. Firstly, they know that it may not be perfect. Secondly, it can still be effective even if it's not perfect. And thirdly, they're not afraid to make a new decision if the situation demands it. A deliberate style means having a structured decision making process in place and making best use of it. Often they will make decisions before they need to, so that when the time arrives, the decision is already made and they are ready to take swift, effective action.
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Non functional
As a standard way of going about things, these types of decision making styles will cause misery and upset. Of course, however, there are times when it may be appropriate to use one of these: Spontaneous - little deliberation, only makes choices as they come up Impulsive - very fast process, little consideration, very prone to making poor decisions Procrastinating - endlessly putting off decisions, leads to many lost opportunities Compliance - gives own power over to authority Play it Safe - stays in own comfort zone, life is safe but can be very boring! Fatalistic - 'whatever will be, will be'. Has no sense of freedom of choice
And these ones will just cause you trouble Agony - agonising over the best choice, often leads to procrastination Escape - may make different decisions, so as not to have to deal with the real issues Avoidant - avoiding decisions often leads to more stress than making one, even if it's a wrong one! Dependent - allows other people to make decisions. Ends up living other people's lives...
Have a look at decision making skills and decision making tips for the converse of these 'blunders'.
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Model-descriptive types of decision and leadership styles Rational, analytical Intuitive Normative Behavioral
The styles are more a description of the model being used then types of decision making styles. Rational, analytical models utilize a logical sequential process to reach a decision. Intuitive models use other than a rational approach. The normative decision making is actually a description of how experts think humans should be making decisions. And behavioral decision making describes how humans actually make decisions.
EXTERNAL ENVIRONMEENT
ZONG external Communications consultants provide a wide range of services for organizations and individuals. The three fundamental questions a communications consultant should always ask are: 1. What is your message?
3. What is the best vehicle to get the message across to that audience?
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These are the building blocks of any effective communications strategy. There are almost as many ways to package your message as there are messages. Here are some of those packages: 1. Audio
In today's frenetic, over-scheduled world, communication is often tucked into the spaces between activities. Two particularly effective vehicles for taking in information on the run are cassette tapes and CDs. Since almost everyone listens to them at home, in the car, or while exercising, what better way to communicate, motivate, educate, inform, market, persuade, or train virtually any audience? 2. Corporate Communications
Corporate communications are the ways in which businesses convey messages to their internal and external audiences. The internal audience consists of all levels of employees and management, as well as the board of directors. The purpose of employee communications is to have messages travel in both directions: from management down through the ranks, and from employees up through channels to the very top of the organization. The external audience is everyone else -- shareholders, the public, consumers, competitors, and other businesses. 3. Marketing communications
Marketing communications is an umbrella term for such disciplines as advertising, direct mail, public relations, special events, media placement, multi-media presentations, billboards, newsletters, TV and radio spots, and Websites. Each is a specialized vehicle that can be used alone or in concert with any of the others. Individually or collectively,
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marketing communications has a single purpose -- to market a service or product to a particular audience. 4. Meetings
Meetings are integral to the way business is conducted and information is communicated in corporate America. Yet, few people enjoy them, and fewer still conduct them very well. As a facilitator, the most important thing you can do is plan. Establish an objective, develop a game plan, choose the most appropriate type of meeting to hold, and invite only those people who have a reason to be there. Then, of course, you need skills to conduct the meeting, to keep the discussion on track, to engage the opinions and talents of all participants, and to achieve your objective. 6. Public Relations
Public relations (PR) is both an element of marketing and a distinct discipline that comprises many facets -- articles in the general or trade press, media relations, press materials, promotions and premiums, special events, crisis management, and a host of others. Some PR practitioners specialize in one or two of them; others are generalists and do a little of everything. A great deal of training, ability, and effort goes into every aspect of public relations, which has become a very sophisticated field over the years. 7. Speeches & Presentations
There are few formats for presenting important information that make a bigger impact on an audience than a well-delivered, verbal presentation. A speaker has the opportunity to communicate through all of the senses: seeing, hearing, reading nonverbal cues, and sometimes even touching. This can be a golden opportunity to get your message across if the speech is planned and executed correctly. An effective presentation must include a
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clearly thought-out theme; an easy-to-follow organization of main points; strong, convincing delivery; and attractive, informative visual aids, if appropriate. Professional consultants are selected based on the area in which an organization needs professional advice or services. An effective communications consultant should be able to do as many of the following as possible: gather and comprehend data from various sources ... identify the main points in voluminous amounts of information ... frame messages to meet the needs of a specific audience or constituency ... connect with and influence the media ... and deal effectively with a wide range of people, including your company's senior management and employees.
EXTERNAL COMMUNICATION
Any communication to or from outside the organisation can be defined as external communication. There is no denying the fact that every organisation irrespective of its nature of functioning has to have communication linksor network outside the organisation or outside the organisation structure. The bigger the enterprise is the more elaborate the external communication system must be the such organization, the greater is the likelihood of expensive and time wasting, 'mistakes called through lack of external' communication. It would not be out of way to emphasise that the above channels of communication work within the
organisation. But in real world situation, every organisation is also linked with the outside parties in the form of suppliers, customers, government, departments, financial institutions, holding and, subsidiary companies creditors, debenture holders, registrar of companies and other body corporates etc. Under all circumstances, it should be kept in mind that for the effective running of the organisation an uninterrupted communication channel external t the organisation be maintained to keep the organisation alive and active.
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There are many different ways of external communication. This includes letters, annual reports, forms, newsletters, advertisements, etc. The purpose and objectives of external communication is to: 1. Provide information to consumers about products and services to do with the organisation. 2. Promote the organisation. 3. Handle enquiries about the organisation and its products and services. 4. Advertise the organisation. 5. To deal with government and other agencies
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advantage for now is that there are lots of telex machine users throughout the world, although the fax is a high competitor.
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wont be no length of journey from A to B. Before time spent to get to and from the meeting lasted longer than the actual meeting itself. Also, the administrative organization is also reduced otherwise travel schedules, reservations, tickets, other expenses all have to be arranged. Decisions can be made quicker and experts can also be involved to improve the topic at hand. The representatives can access each other anytime so they dont have to keep flying in and out resulting in more timely and frequent communications. Meetings can then take place with little advanced notice and there will be shorter and more frequent interaction. Productivity will increase and so will product quality. Productivity increase can assist the company to operate in the future o keep up with increasing competition and cost cutting. The quality of videoconference meeting has been proven to be more efficient and has better participation than many traditional in person meetings. It is easy to use, set up and co-ordinate and more oppurtunities will be created as technology moves forward. The universal availability allows it to be accessed anywhere in the world. There will be visual advantages as visual communication is involved and there will be an enhanced information flow. The Shareholders Communication Channel enables communication between companies and their shareholders, and between shareholders themselves.
Because all shares traded on the stock exchange in the Netherlands are bearer shares, companies do not know the names and addresses of shareholders. Banks, however, know the names and addresses, as the banks act as the depositary of the relevant shares for investors. Of course, banks only release the names and addresses if the shareholders involved provide permission.
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The advantages to using annual reports are: It can contain detailed information such as figures. Visual information can be used e.g., tables, charts etc. A written record of the business is kept at a particular moment in time. Shows the public that the organisation does keep in touch with what they want. The disadvantages to this are: Rival companies can gain access to this information to increase competition between the organization. A report is a formal method of communication and is therefore time consuming to prepare. If a reader of the report wanted to give feedback, then the process for this would be long causing the barriers of communication to occur.
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Annual reports have to be produced every year even if the company had a bad year. Annual reports have open channels of communication because they can be read by anyone.
Advertisement:
Advertisement is the another method to communicate externally. Like most of the organization ZONG also use advertisement as a source to communicate with the customer.
Verbal Communication
The ability to speak clearly and concisely, and to convey information or articulate an opinion is essential for most jobs with internal or external customer contact. A good communicator is comfortable speaking to an individual or to groups.
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If you wish to improve your verbal skills, you are not alone. Is it your speech, your language choice, or presentation style that you want to work on? To help you pinpoint it, ask a trusted colleague or manager to give you some feedback. Speaking or diction courses at community colleges or adult schools will help you speak with confidence. You may also consider an acting or improvisation workshop, especially if fear of speaking is an issue for you. Many people join Toastmasters to take their speaking and presentation skills to a new level. Speaking skill is just as important when you're talking one on one as it is when you addressing one hundred. There are dozens of seminars on the subject of effective communication, relationship building, sales calling or serving customers. In one day you can begin to change the way you communicate with individuals.
Written Communication
The ability to convey your message in writing using proper grammar is a basic requisite for nearly every job. Once you have control of grammar, you can work to enhance your style. Most community colleges offer evening courses on the subject of grammar or writing. Many offer both creative writing as well as business writing. Go to your local teachers supply store for grammar or writing self-study workbooks. They may be geared toward high school students; however, they are inexpensive, selfpaced, and portable. I have used these workbooks in training courses, and they are highly effective for building basic skills.
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Find someone who is an excellent writer, and ask them to be your writing coach. Meet to review one of your writing samples and re-write it together. With a good coach, you will make quick progress. Go online and search for online writing courses. Check your favorite search engine using keywords such as 'distance learning', 'writing', 'online courses'.
Listening
The ability to listen carefully and understand the speaker's message is key to building relationships and succeeding at work. Focusing your full attention on the speaker is a good start. However, if you want to develop your listening skills, we suggest you check out audiotapes or videotapes from your local library. There are quite a variety of tapes in this category. You may also check out 'books on tapes' establishments. Sharing Your Opinion or Analysis At some point you'll be asked to share your opinion and explain how you came to that opinion. You may even need to defend your opinion in a cool, concise way. Listen to others, and pay attention to how they express themselves. Be aware of your company culture, and stay within that framework. A fun way to improve this skill is to listen to talk radio shows that feature controversial issues. If you scan your AM dial during drive time, you're sure to come across one. You'll hear many articulate people sharing and defending their view. You may even feel compelled to call in and try your skills with the host.
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Find a mentor. Role play with your mentor and ask for candid feedback. Most times when you are asked your opinion at work, it is regarding a subject you are close to. Relax and share your experience. Be confident in yourself because you are the expert on what you do. All forms of communication are a reflection of your professionalism, your intellect, your preparedness, and your character. You'll never be sorry you took the time to develop your communication skills.
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Communication skills the ability to communicate, formally and informally, verbally and in the written form, with a wide range of people both internal and external to the organisation Interpersonal skills the ability to relate to, and feel comfortable with, people at all levels and to be able to make and maintain relationships as circumstances change; Team working the ability to work effectively in teams, often more than one team at once, and to be able to readjust roles from one project situation
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Places you in a "creative-chaos" learning environment and, thus, facilitates creative lateral thinking and builds your capability to look beyond micro issues for wider solutions Develops your cross-functional excellence, externalization, and leadership capabilities
Sixty-seven percent of employers would hire an applicant with strong interpersonal skills and weak technical skills. Ninetythree percent of employers think technical skills are easier to teach than interpersonal skills.
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Employee Communication Needs What and how should you communicate with your employees? ZONG has recognize that communication in your workplace should satisfy the three key employee needs before they can be engaged and highly productive. Each and every employee needs to: 1. Know that included here are facts about your organization and their specific job what business you are in, who your customers are, specific details about your product or service, where forms are located, who to see when there is a problem ... 2. Master that included here are the practical skills required to do their job well repairing a machine, filling out an invoice, designing a building, writing a software program ... 3. Feel that included here are the interactions that give them a sense of belonging and selfworth being listened to, respected, trusted, valued ... Managers predominantly concentrate on the first communication need know that and pay less attention to the second need to master skills. The third need feel that is what makes employees distinctly human and what drives them to outstanding achievement in work and outside of work. And yet it is in this dimension that employee communications are most lacking. In ZONG eBook, 2 Way Feedback, help to develop a constructive communication culture in your workplace.
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Some fundamental levels of communication to employees in ZONG 1. Organization wide communication involving all employees 2. Departmental communication specific to one department or unit 3. Team communication within one cohesive team or group 4. Individual communication specific to one employee at any one time Communications may be working effectively at higher levels, but fail dismally at the more local level. The interpersonal skills of supervisors, team leaders and local managers are especially critical at levels 3 and 4, as these are the people that frontline workers develop working relationships with most personally and closely. ZONG has well designed communication system to communicate with the employees. Well-designed organizational culture surveys and employee communication surveys determine how well the communication systems and practices are contributing to organizations performance or how much they are hindering performance. This information will then help you in devising an effective workplace communication strategy. Whatever else you do, your workplace communication practices impact every facet of your business. Looking closely at employee communication in your organization is well worth your while, because even if you do not, your employees are.
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HR Process in Zong
It is China Mobiles part of H.R policy to retain and recruit the local employees, which would benefit both the parties, thus they would be contributing in reducing the unemployment rate in the country by providing new job opportunities & the opportunity of training & development.
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They would make this company the most sought after in terms of human resource, network, and brand and customer service to begin with and show all their stakeholders that They are the best professionals in this industry and They mean business. To support and assist the local employees, CMPak would be calling in Chinese experts who possess a rich experience in the relevant fields. Moreover, on the front of Corporate Social Responsibility, They as a team owe a lot to this society and would render their support in some social development projects. They will also show and announce about their environment friendly Towers as soon as possible. Their plans aim to make this company grow very rapidly in areas like human capital, brand, technology, distribution and services etc. However, none of these plans can be achieved without a strong national workforce in Pakistan.
Career
ZONG is committed on attracting and retaining the best human resource from all over Pakistan. Its also provides a working environment which satisfies the professional and personal needs of its employees.
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We look forward to the opportunity to help your organization improve communication and business results. Thank you for learning about Speak for Success.
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Not only emails and letters but meetings also play a vital role in business communication. In any organization, meetings are a vital part of the organization of work and the flow of information. They act as a mechanism for gathering together resources from many sources and pooling then towards a common objective. They are disliked and mocked because they are usually futile, boring, time-wasting, dull, and inconvenient with nothing for most people to do except doodle while some opinionated has-been extols the virtues of his/her last great (misunderstood) idea. Your challenge is to break this mould and to make your meetings effective. As with every other managed activity, meetings should be planned beforehand, monitored during for effectiveness, and reviewed afterwards for improving their management. A meeting is the ultimate form of business communication. One can organize the information and structure of the meeting to support the effective communication of the participants. Thus proper business communication whether through writing or verbal ie through meetings can do wonders to the business. All that is needed is a skillfull, flawless and effective way of business communication.
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CONCLUSION
After analysis the ZONG I have figured out that when effective communication is in place in an organization it is evident that both individuals and organizations can reap benefits. Aspects of communication such as information distribution, information context, feed back and motivation are important to employees and managers alike as they contribute to effective communication and ultimately the success of the organization and the individual. The business communication plays an important role in business success. its the need of the day. without it the organizational success is difficult. MARYUM , SUMMAIRA, RABIA AMIR, NASIR, SABEEL
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References:
Mr. Hassan (Area sale Manager Sargodha) Mr. Khawaja Bilal (Franchise Manager club road Sargodha) Mr. Farrukh Shahzad (Franchise assistant Manager stadium road sargohda) ZONG Customer service center Lahore www.zong.com.pk www.google.com
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