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Executive Summary

This report consists of three chapters. In first chapter I talked about all the telecom
companies in Pakistan. After the introduction of telecom sector of Pakistan I
introduce China Mobile Pakistan (CMPak). And also a little bit introduction of ZONG.
Than I talk about mission and vision of ZONG. Its core values are also a part of this
chapter. I also mention the competitors which are competing with ZONG. And after
that I talked about mission of the customer service centers and a brief introduction of
Customer Service Center of Sahiwal. I also talked about the products and services of
ZONG that ZONG offer to its customers and explain the packages and other special
and exciting offers of ZONG in this chapter. In second chapter of this report
organizational structure and the structure of CSC Sahiwal is shown I also do SWOT
analysis of Customer Service Center of Sahiwal in this chapter. Marketing strategy of
ZONG and competitive strategy of ZONG also included in this chapter. Business
processes are also included in this chapter. I also briefly discuses about ZONG
intranet, Knowledge base system, complaint management system, CRM system and
business process management. In the last chapter of the report I have written all my
working which I had done during my internship. Also write down about task which
was assigned to me. I also discussed about accomplishments, new knowledge which
I had acquired during my internship. Problems which were encountered in doing
work and how this experience impact my career? I also discussed in this chapter.
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Table of Contents
Executive Summary.....................................................................................................i
Table of Contents..........................................................................................................ii
Figure 2.2: Structure of CSC Islamabad ..21...........v
List of Tables................................................................................................................vi
CHAPTER NO. 1 .........................................................................................................7
INTRODUCTION..........................................................................................................7
1.1 Telecom Sector of Pakistan..............................................................................................7
1.2 About China Mobile Pakistan (CMPak) .........................................................................7
1.3 About ZONG ...................................................................................................................8
1.4 Companys Vision ...........................................................................................................8
1.5 Mission Statement .................................................................................................9
1.6 Core Values .....................................................................................................................9
1.6.1 Commitment to Customer Satisfaction.....................................................................9
1.6.2 Passion for Business Excellence...............................................................................9
1.6.3 Trust and Integrity.....................................................................................................9
1.6.4 Respect for People.....................................................................................................9
1.6.5 Responsible Corporate Citizen..................................................................................9
1.7 Major Competitors.........................................................................................................10
1.8 Customer Services Centers.............................................................................................10
1.8.1 Mission of Customer Service Center .....................................................................10
1.8.2 Customer Service Center of Islamabad ..................................................................10
1.9 Product and Services .....................................................................................................11
1.9.1 Post paid .................................................................................................................11
1.9.2 Prepaid ....................................................................................................................11

1.9.2.1 ZONG 65 Package...........................................................................................12


1.9.2.2 ZONG Free Package........................................................................................12
1.9.2.3 ZONG 12 Anny Package..................................................................................12
1.9.2.4 ZONG Z20 Package.........................................................................................12
1.9.2.5 ZONG Aik Second Package.............................................................................12
1.9.3 Other Services and Offers ......................................................................................13
1.9.3.1 Break Time Offer (BTO)..................................................................................14
1.9.3.2 Late Night Offer (LNO)...................................................................................14
1.9.3.3 Location Base Charging (LBC)........................................................................14
1.9.3.4 Friends and Family FNF).................................................................................14
1.9.3.5 Happy Hour......................................................................................................14
1.9.3.6 Super Free Number..........................................................................................15
1.9.3.7 Conference Call................................................................................................15
1.9.3.8 SMS Packages..................................................................................................15
1.9.3.9 GPRS Packages................................................................................................15
1.9.3.10 Ramzan Value Time Offer.............................................................................15
1.9.3.11 E-Care ............................................................................................................16
1.9.3.12 Missed Call Alert...........................................................................................16
1.9.3.13 Dial Tune........................................................................................................17
1.9.3.14 ZONG Mobile Offer.......................................................................................17
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1.9.3.15 BlackBerry Special Discount Offer................................................................17


1.9.3.16 Call Forwarding..............................................................................................17
1.9.3.17 Book Your Number (BYN)............................................................................18

1.9.3.18 Call Waiting...................................................................................................18


1.9.3.19 ZONG Bijli Offer...........................................................................................18
1.9.3.21 ZONG Fone on Hai Offer..............................................................................18
1.9.3.20 ZONG Family Pack........................................................................................18
1.9.3.21 Voice Bundle..................................................................................................18
1.9.3.22 Bara Recharge................................................................................................18
1.9.3.23 Block Unwanted Calls and SMS....................................................................19
1.9.3.24 Mobile Number Portability (MNP)................................................................19
1.9.3.25 Mobile Music Channel...................................................................................19
1.9.3.26 Unlimited Free Number.................................................................................19
1.9.3.27 ZONG Weekly Infotainment..........................................................................19
1.9.3.28 Student Entrepreneur Program (SEP)............................................................19
1.9.4 Other Special Features............................................................................................19
CHAPTER NO. 2 .......................................................................................................21
BUSINESS OPERATIONS.........................................................................................21
Fig 2.2: Structure of CSC Islamabad ..................................................................................22
2.1 SWOT Analysis of ZONG Customer Service Center....................................................22
2.1.1 Strengths of ZONG Customer Service Center........................................................22
2.1.2 Weaknesses of ZONG Customer Service Center....................................................23
2.1.3 Opportunities of ZONG Customer Service Center.................................................23
2.1.4 Threats of ZONG Customer Service Center...........................................................23
2.2 Marketing Strategy of ZONG........................................................................................24
2.2.1 Marketing Mix.........................................................................................................24
2.2.1.1 Product.............................................................................................................24
2.2.1.2 Price..................................................................................................................24

2.2.1.3 Promotion.........................................................................................................25
2.2.1.4 Place.................................................................................................................25
2.3 Competitive Strategy......................................................................................................26
2.3.1 Differentiation.........................................................................................................26
2.4 Business Process Analysis.............................................................................................26
2.4.1 Customer Service Center Process...........................................................................26
2.4.1.1 Prepaid Sale......................................................................................................26
2.4.1.2 Book Your Number..........................................................................................27
2.4.1.3 Handset Sale Process........................................................................................27
2.4.1.4 SIM Replacement.............................................................................................28
2.5 ZONG Intranet...............................................................................................................28
2.6 Knowledge Base System (KBS)....................................................................................28
2.7 Complaint Management System....................................................................................29
2.8 CRM System..................................................................................................................29
2.9 Business Process Management.......................................................................................29
CHAPTER NO. 3 .......................................................................................................30
LEARNING AS A STUDENT INTERN........................................................................30
3.1 My Duties During Internship.........................................................................................30
3.1.1 Details Of My Duties..............................................................................................30
3.2 Accomplishments...........................................................................................................31

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 ZONG.
Than I talk about mission and vision of ZONG. Its core values are also a part of this
chapter. I also mention the competitors which are competing with ZONG. And after
that I talked about mission of the customer service centers and a brief introduction of
Customer Service Center of Sahiwal. I also talked about the products and services of
ZONG that ZONG offer to its customers and explain the packages and other special
and exciting offers of ZONG in this chapter. In second chapter of this report
organizational structure and the structure of CSC Sahiwal is shown I also do SWOT
analysis of Customer Service Center of Sahiwal in this chapter. Marketing strategy of
ZONG and competitive strategy of ZONG also included in this chapter. Business
processes are also included in this chapter. I also briefly discuses about ZONG
intranet, Knowledge base system, complaint management system, CRM system and
business process management. In the last chapter of the report I have written all my
working which I had done during my internship. Also write down about task which
was assigned to me. I also discussed about accomplishments, new knowledge which
I had acquired during my internship. Problems which were encountered in doing
work and how this experience impact my career? I also discussed in this chapter.