Professional Documents
Culture Documents
Introduction
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 customize 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.
HISTORY
China Mobile Communications Corporation, the parent of China Mobile, the world’s 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. 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 intro’s in
leading newspapers like Jang and Dawn and even on TV channels, simply showing big claims.
Company Profile
China Mobile Pakistan (CMPak) is a 100% subsidiary of China Mobile. The pioneering overseas
set up of China Mobile came through acquisition of a license from Millicom to operate a GSM
network in Pakistan. So far CMPak has invested more than US$ 700 million in the telecom
sector in Pakistan and an additional US$ 800 million will be invested till the end of year 2008.
With ambitious plans to cater to the fastest growing Pakistani market and to win over the ever
demanding Pakistani customer, it will be offering unprecedented coverage, voice and data
services as well as a wide range of tariff options to choose from. CMPak's edge comes from the
experience and expertise of running the world's largest telecom service and the commitment they
make to setting quality and customer relations standards. CMPak is geared to offer neatly
packaged VAS products that will benefit the individuals, corporates as well as small businesses.
Led by a team of professionals from the field of cellular communication, CMPak is determined
to make its mark in the Pakistani market and to change the way people communicate.
Mission
China Mobile‟s 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 citizen‟s level of
“informationalization” and enhance China Mobile‟s 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
Mobile‟s ambitious plans and also the objectives that China Mobile aims to achieve through its
ethos “Perfection”.
Vision
“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 pre-eminence.
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 don‟t 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.
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.
KEY BEHAVIORS
Teamwork: Support each other to achieve our individual and collective goals. We are “One
Company, One Team with One Dream” of becoming number 1.
Drive performance: Performance-driven culture whereby we strive hard and take appropriate
actions that lead to favorable results for us and our business while rewarding our top performers.
Innovation: Innovate to make life easy for our people and explore smart ways for getting the
desired results.
Customer centricity: Create exceptional and positive customer experience and make external
and internal customers happy through our policies, behaviors and values while ensuring quality.
Integrity & accountability: Exhibit honesty and work with integrity to do what is right and
good for our business. Show accountability and responsibility towards our actions and
subsequent results.
1. Unless management comprehends and fully supports the premise that organizations must
have high degrees of communications (like people needing lots of water), the
organization will remain stilted. The ZONG‟s management learns the need for
communication by having to respond to the lack of it.
2. 2. ZONG effective internal communications start with effective skills in communications,
including basic skills in listening, speaking, questioning and sharing feedback. These can
developed with some concerted review and practice. Perhaps the most important outcome
from these skills is conveying that you value hearing from others and their hearing from
you.
3. 3. ZONG Sound meeting management skills go a long way toward ensuring effective
communications, too.
4. A key ingredient to developing effective communications in ZONG is each person taking
responsibility to assert when they don't understand a communication or to suggest when and
how someone could communicate more effectively.
To pass on or transmit instructions or requests along the lines of command, for example from
marketing director to sales manager to floor staff.
To inform staff on new policies, arrangements, developments, processes etc.
To request information from any employee in the company to assist in making decisions
for the company or provide feedback after analysing situations.
To encourage or reassure staff in certain circumstances and to persuade and motivate
them to work as individuals and as part of a team.
To provide confirmations, responses and information upwards.
To pass on suggestions, ideas and developments along the chain of command.
Decision Making style in ZONG Types Of Decision
Functional
Non-functional
Model-descriptive, and
Leadership styles
Functional Decision:
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.
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:
Have a look at decision making skills and decision making tips for the converse of these
'blunders'.
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?
2. Who is your audience?
3. What is the best vehicle to get the message across to that audience?
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, 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.
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.
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.
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, self-paced, and portable. I have used these workbooks in training courses,
and they are highly effective for building basic skills.
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.
Interactive attributes
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
Employees will put in that extra "discretionary effort" when they are kept informed openly and
honestly on aspects of their job and the business and they feel that they are being listened to with
empathy.
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.