PROJECT

NAME
AFIFA MARUKH (BBA07191028)
USAMA TAHIR (BBA07191008)
YASIR WALEED (BBA07191006)
ZAHEER ASLAM (BBA07191021)
SHAROON KHAN (BBA07191014)

CLASS
BBA v
SUBJECT
MARKETING MANAGEMENT
SUBMITTED TO
SIR MOHSIN ALTAF

UNIVERSTY OF LAHORE
SARGODHA CAMPUS
 Final project Marketing Management ( Services)

Company Profile

• Name : Mobilink Jazz

• Established: 1994
• Revenue: PKR200 billion in 2020.
• Market Share: 36.98 % in 2019.
• Corporate Address : Jazz Digital Headquarters, DHQ-1 1st Floor, 1-A, Kohistan Road
F-8 Markaz, Islamabad, Pakistan

• Company Hierarchy

CEO

Vice president
Vice presiden Vice president Vice president Vice president
admintrator
finance technology technology commercial
affairs

Director
Director admin Director
corporatete Director R&D Director biling
operation marketing
finace

• Mission/Vision: “It is our goal to empower millions of people with the tools necessary to
progress in an increasingly digital economy”.

Company History

Company was founded in 1994 with the name Mobilink. It was a joint venture between Saif
Group and Motorola Inc. In 2015 Mobilink merged with Warid and became Jazz in 2017.
Russian operator VEON owns 100 percent shares of the company. VEON is the 7th largest
international mobile operator, which provides tele-data and media communication.
Product and Services

• Services detail: Jazz provides mobile and internet services across Pakistan. They provide
services that are either prepaid or postpaid. These include call services, messaging
services, and internet services. These include daily, weekly, monthly packages, location
based offers. Block services, zero balance call service for emergency and many more
such mobile and internet service. Jazz provides 4g connection and moving towards giving
serves on 5g. Apart from these core services there are many more include mobile app,
insurance (for accidents, medical, and family), free Facebook, Jazz rozgar, jazz share etc.
• Flower of services
Jazz direct carrier, Twitter account, Jazz website, and Jazz cash.
• Which one part of service is outsourced and from where?
Jazz outsource its call centers and distributors.
• IHIP characteristics of your service?
Internet and network connection, minutes, messages are services that has Intangibility,
variability, heterogeneity, Perishability characteristics.
• Which type of risk is high in your services and how they are reducing it?
Competition is fierce in Pakistan and connectivity issues have to be resolved to retain
customers. Risk is being reduced by increasing IT infrastructure across the country.
• What styles company adopted for order taking?
Orders are taken through franchises, online stores, and website and contacting through
phone numbers.
• Billing methods
Jazz cash and Jazz direct carrier.
• Payment modes
• Cash payment, Mobile Accounts and Credit / Debit cards.
• Method of safe keeping
Jazz is committed to the privacy of its customers .The website utilizes a high degree of
encryption on information sent over the Internet and on information stored within its
system .Other appropriate measures are also taken of safe keeping.

Delivery of Services

• Customer goes to the services or customer comes to the service (on Single site or
multiple site)
Customer goes to service. Customers can contact through multiple channels. There is
app, website, franchises and other means to reach services.
• Location of the service strategy
Service center and franchises are present in many part of the country including cities,
towns and where ever there is need .
 • What type of intermediary they involved?
Retailers, distributors and agents are involved.
• What strategy they adopted to deliver services internationally?
Jazz allow customers to take their data to other countries without any extra charges, they
give a flat rate on the data usage. This data service strategy for internationally users is
based on simplicity and affordability.
• What type of Franchises they have?
Jazz have three types of franchises which include sole-propriety, partnership, and
public/private LTD.
• While choosing distributor, what criteria company adopt?
Criteria includes applicant must be graduated from government affiliated university.
Previous experience as a distributor, and have enough money for investment.
• What type of self-service technology company use?
Customers can connect with jazz through different channels such as helpline, WhatsApp,
dial codes, jazz apps.

Price

• Pricing detail for all the products including competitors pricing.

Pricing service varies a lot as different call and net packages are available including
competitor pricing. Jazz super 4g wifi device cost 3200 rupees, jazz wingle cost 2500
rupees, and jazz homewifi cost 5500. Competitor pricing are around the same as jazz
internet devices.
• Company uses dynamic prices or not?
Jazz do use dynamic pricing.
• Company responses towards competitor prices. (If competitors reduce prices, what
company reaction will be?)
Jazz do response towards competitors prices according to situation. If for example
competitor reduces prices, jazz will adjust their prices.
• How company take pricing decision?
Pricing decisions are taken on the basis of different strategies by looking at the
customers, including promotional strategy, competitive pricing strategy, discount strategy
and many more.

Process

• Time consumes at each stage of each activity in your service?

Not much time is consumed in delivering service. It takes seconds and minutes in
delivering call and net services.
• Fail points
Fail points include Targeting the Right Customers, Attracting Customers With The Right
Message, Distributing Messages Through The Right Channels.
 • How to redesign the process to eliminate delays and improve service level?
One method to redesign the process to eliminate delays and improve service level is
taking customer suggestions and feedback and implementing those.

Others

• What your Segmentation criteria are?

Jazz segmentation criteria are behavioral, geographical, and psychographic.
• Your target market characteristics are?
Jazz target market characteristics are energetic and young and technological oriented
people.
• How you create differentiation and how many differences to promote?
Through different offering that we provide to our customers and there are many
differences jazz promote including for example “jazz your offer” which gives customers
to make their own bundle. Jazz is the only company in Pakistan that is giving this service
to its customers.
• How you read your Competitors strategies?
Competitors are kept under observation and competitor’s strategies are countered with
our own strategies.
• How company manage heavy traffic?
Jazz manages heavy traffic by increasing capacity which include more IT infrastructure
deployment across the country.
• Customer response options in term of failure?
Customers can contact the contact the company directly or through franchises in term of
failure. Customer complaint forms are available on jazz website. Response can be given
through call, WhatsApp, email and other ways.
• What are the methods of service recovery?
Apologizing customers for mistake, correcting the failure and then assuring customers
failure will never happen again, are method used for service recovery.
• What things make service best?
Making good and lasting relationships with customers through providing them with
whatever they required. Listening to them and then solving their needs and wants. Having
an honest and friendly relationship with customers.