FINAL PROJECT ONZONG

SUBMITTED TO: Prof. Bilal Farooqi

SUBMITTED BY: ShehrozAyaz (05)

SyedFahad (20)

UmairEjaz (16)

PROGRAM: MBA (3rd Semester)

COURSE: Business Communication

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UNIVERSITY OF CENTRAL PUNJAB

Dedications

We dedicate this report to our parents and friends inrecognition of their worth and to our teachers who are guiding force for us and it is their effort and hard work that showed us the path of success and prosperity which would be there for us for the rest of our life.

Our thanks to all those who have generously contributed their theoretical knowledge to this report including our teachers. Without their understanding and support, completion of this work would not have been possible.

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ACKNOWLEDGEMENT

In the name of Allah the praiseworthy, the passionate whose blessings made it possible for usto complete this complex and painful task. It is a matter of great enthusiasm and pleasure for us to complete a report in its real sequence. It is all because of Almighty Allah’s great guidance that made us so able. We are cordially thankful to our respected Teacher Mr. JavaidAkhtarwho provided us an opportunity to prepare this Project report and whosebenevolent guidance in discourse and constant encouragement helped us to complete this project.

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CONTENTS

Topics Page

1 History of HBL 52 Introduction to HBL 63 Vision & Mission 74 Core Values 85 Organizational Chart of HBL 106 Functions in HBL 117 Information Systems & its Types 128 MIS & its Types 159 Management Information System at HBL 1710 Transaction Processing System of HBL 1811 Management Reporting System of HBL 2012 Decision Support System of HBL 2213 Office Information System of HBL 2414 EXECUTIVE INFORMATION SYSTEM 2615 OFFICE AUTOMATION SYSTEM 2716 Working of MIS in different

departments at HBL28

17 Specifications of MIS at HBL 3118 Hardware used by HBL 3219 Software used by HBL 3320 Database Management Systems 3521 File Based Management Systems 3722 Networking 3823 Online Presence 3924 Security & Backups 4025 INFORMATION RESOURCE MANAGEMENT 43

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26 Data Processing-Information Cycle 4727 Recommendations 4928 Future Plans 5029 Conclusion 5130 References 52

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. [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 establishZONG 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. AndGod 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 Pakistanby 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 pagedintro‟s in leading newspapers like Jang and Dawn and even on TV channels, simply showing big claims

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Company Profile

CMPAK

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 thetelecom sector in Pakistan and an additional US$ 800 million will beinvested till the end of year 2008. With ambitious plans to cater tothe 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

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cellular communication, CMPak is determined to make its mark in the Pakistani market and to change the way people communicate.

Mission Statement:

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‟scompetitiveness at an international level.

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Vision Statement:

“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.

About ZONG

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ZONG is the first International brand of China Mobile being launchedin 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 orcongestion. 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 establishZONG 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. AndGod 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 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 notbounded I can directly discuss that proposal to the Regional Manageror 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 teammembers 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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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 ratherthan 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. Becauseit is a communication of indoor management. The outside people or external to the organization are not concerned with it. In corporatemanagement 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

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the management of affairs and communication. In other words they arenot bound to enquire into the regularity of internal matters. An outsider or external is not expected to see that the company carriesout its internal affairs of management.

Aims of Internal Business Communication of ZONG

In ZONG communication is normally done through top to bottom as theplanning is done by higher management. But if someone has any kind of issues then bottom up communication is also allowed. Also for sales force the communication is normally bottom up. The sales forcewill communicate certain issues to the management which will then bediscussed by higher management Internal communication involves the communication that exists within a company and can take many forms. Key to the success of an organization is communication from within. In order to effectively engage in two-way symmetrical communication,(the goal of public relations practitioners), communication is essential internally. Adaptability to changes that occur external

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from an organization stems from knowingness of efficient usage of communication internally.

Internal communications departments have broken away from HRsince the 80s and 90s and now report directly to senior management in mostorganizations. In some organizations where internal communication has not been established as a separate communications function, it may be coordinated by Human Resources, Marketing and PR departments.

In ZONG internal communications helps employees to understand the organization‟s vision, values and culture. It may involve staff members in issues that affect working life and keeps staff informed on important decisions taken by management. Furthermore, when implemented effectively, it can be crucial in a time of crisis, providing employees with not only a strategy to handle a crisis, butthe facts surrounding such an event. As arguably some of the most invested individuals in an organization, trusted and valued employees can prove to be excellent partners when addressing a crisis. By maintaining open lines of communication between management and employees, effective internal

communications can enhance stronger relationships throughout all levels of the organization and forge a sense of community. Excellentinternal 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 orpositive 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:

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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

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)

Key Principle of ZONG’s Internal Communication 1. Unless management comprehends and fully supports the premise that organizations must have high degrees of communications (likepeople 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. 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. 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

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don't understand a communication or to suggest when and how someone could communicate more effectively.

Internal Communications System in ZONG

An internal communications system can become a moderator of interaction between official organizational representatives and employees

. The internal communications system should be responsible for developing and maintaining a number of channels that allow effectivecommunication to take place. The ZONG internal communication System include the following pattern.

Intranet Web site

An informal session where employees can listen to and talk with theorganizational representative such as a managing director, such as aTown Meeting

Conference calls

Internal newsletters/ brochures/ other printed, tangible materials

E-mail

Message boards

Personal or group meetings

Virtual meetings

The main objectives for internal communication 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 assistin making decisions for the company or provide feedback after analysing situations.

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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 ofcommand.

Decision Making style in ZONG Types Of Decision

Types of decision made in ZONG are given below

Functional

Non-functional

Model-descriptive, and

Leadership styles

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. Andthirdly, 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, thedecision 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 bevery boring!

Fatalistic - 'whatever will be, will be'. Has no sense of freedomof 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 livingother people's lives...

Have a look at decision making skills and decision making tips for the converse of these 'blunders'.

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.

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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 ofservices for organizations and individuals. The three fundamentalquestions 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. AudioIn today's frenetic, over-scheduled world, communication is oftentucked 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.

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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 orin 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 peopleenjoy 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 peoplewho 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.

5. Public Relations

Public relations (PR) is both an element of marketing and a distinct discipline that comprises many facets -- articles in thegeneral or trade press, media relations, press materials, promotions and premiums, special events, crisis management, and ahost of others. Some PR practitioners specialize in one or two ofthem; 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 sophisticatedfield 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, verbalpresentation. A speaker has the opportunity to communicate

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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 clearly thought-out theme; an easy-to-follow organization of mainpoints; 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 functioninghas 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.

The Purpose of External Business Communication

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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

Method of external Communication Of ZONG

There following method which is used by the ZONG in its externalCommunication. Telex and Teletext for Business Communication A method of electronic external communication would be the telex system. It has features which are a lot similar to the fax e.g, message receivers are contacted over the telephone wire and a „ready to receive‟ confirmation known as an „answer back code‟ isconfirmed by the receiving tele printer. Both fax and telex machines have a combined and linked system to tell one another that they are ready to communicate. Telex has various fax type facilities such as redialling busy numbers, logging and reportingon calls and sending telexes to multiple recipients. Users of telex machines can have either a dedicated telex terminal or a telex facility into a networked computer terminal. The advantage for now is that there are lots of telex machine users throughout the world, although the fax is a high competitor. Use of Faxes and Leaflets in zong ZONG is also using fax and leaflets to communicate externally. Fax is a way of sending documents through the telephone system. In a large company it is often essential for documents and important reports to be seen immediately by a number of employees. Fax is an instantaneous method of sending written information both between two offices in the same buildingand between two offices in different parts of the world. Leaflets can also be an important method of external communication because they can advertise the organisation and

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show the public in not too detailed written communication, what the business is about. Feedback can be given, if the sales of thebusiness increase because the message in the leaflet was sent received.

Videoconferencing for Business Communication in zong ZONG is also using video conferencing for External communication. With Videoconferencing is an interactive tool thatuses video, computing and communication technologies to allow people in different locations to meet face to face and perform most of the same meeting activities they would perform if all theparticipants were in the same room. The benefits to videoconferencing is that there will be more participation in discussions and meeting between and within organization as all individuals who are supposed to be present will be there. There won‟t be any problems with flight delays etc. This means that there will be more productive meetings and less need for debriefing staff who cannot attend, as there will be multiple local participants. Also, cost will be cut and reduced, as airline tickets won‟t have to be booked. Videoconferencing is much cheaper than flying from England to NewYork for example. This will save time and money because there won‟t be no length of journey from A to B. Before time spent to get to and from the meeting lasted longer than the actual meetingitself. Also, the administrative organization is also reduced otherwise travel schedules, reservations, tickets, other expensesall 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 don‟t have to keep flying in and out resulting in more timely and frequent communications. Meetings can then take place with little advancednotice 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 moreefficient 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

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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 thestock exchange in the Netherlands are bearer shares, companies donot 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.

ZONG also use annual report as a method of external communication.

Advantages and Disadvantages of Using Annual Reports as a method of external business communication in zong

Annual reports are also a method of external communication. It isa more formal and written method of communication. It provides information to customers and anyone who requires information about the company. They can get a copy of any annual report from a public limited company. It usually communicates important information and is used in a business to record the position at aparticular point in time. It states any new developments, objectives, and financial status about the organisation. 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.

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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.

Annual reports have to be produced every year even if the companyhad 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.

Interpersonal skill required by the ZONG Basic communication skills are required for nearly every job orrelationship you pursue. What if you don't have time to take a writing course, or you are just too shy to speak up in meetings? That is OK. There are small steps that each of us can take with alittle time, and little or no money. Let's take a look at the basic requirement most employers look for, and ways you can improve those skills.

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

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is just as important when you're talking one on one as it is whenyou 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 suggestyou check out audiotapes or videotapes from your local library. There are quite a variety of tapes in this category. You may alsocheck 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

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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.

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 yourcharacter. You'll never be sorry you took the time to develop your communication skills. What we see in Employee Personal attributes Intellect – the ability to analyse, critique and synthesise information in order to solve problems; Knowledge – an understanding of „basic principles‟ rather than large stocks of specialist knowledge; Commercial awareness – an appreciation of workplace culture Willingness to learn – the ability to learn and continue learning throughout life; Flexibility and adaptability – the ability to respond to change, to pre-empt change and ultimately to lead change; Self-regulatory skills – self-discipline, time-keeping, the ability to deal with stress, to plan and prioritise your workloadand to „juggle‟ several tasks at once; Self-motivation – being a „self-starter‟, resilient, tenacious and determined; Self-assurance – self-confidence, self-awareness, self-belief, self-sufficiency, self-direction and self-promotion. Interactive attributes

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 andmaintain relationships as circumstances change;

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Team working – the ability to work effectively in teams, often more than one team at once, and to be able to readjust roles fromone project situation

ROLL OF INTERPERSONAL SKILLS FOR THE SUSSESS OF ZONG Interpersonal skill have vital role in the success of the ZONG and that‟s become the competitive advantage for ZONG.In today's more participative work environments, it is more important than ever to have strong interpersonal skills. Several recent studies cite interpersonal skills as a critical element in the selection of leader's in today's organizations. No longer are we relying upon power and control, but rather on empowerment and commitment.This article deals with building interpersonal working relationships, the type that helps to create synergy and teamworkwithin a workgroup or organization. Interpersonal skills have always been an important part of conducting business. A business person's personality can directly impact the flow and success of how a deal is transacted Increase sensitivity to the interpersonal styles of others. Develop a range of interpersonal skills. Develop confidence.... Listening Skills: hearing and understanding the power of effective listening listening and interpersonal relationships Helps you unlock your true potential and release your inner power

Helps identify and define your specific goals and attain them

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.

Communication in the Workplace at ZONG How effectively are your executives, managers and supervisors communicating with your employees? What was once considered a “soft” skill is now seen to have “hard” business impacts. The costs to your business of poor employee communication include:

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increased employee turnover

increased absenteeism

dissatisfied customers from poor customer service

higher product defect rates

lack of focus on business objectives

stifled innovation

Employees will put in that extra "discretionary effort" when theyare kept informed openly and honestly on aspects of their job andthe business and they feel that they are being listened to with empathy.

Employee Communication Needs What and how should you communicate with your employees? ZONG hasrecognize that communication in your workplace should satisfy thethree 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 self-worth – 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.

Some fundamental levels of communication to employees in ZONG

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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 organization‟s 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 yourbusiness. Looking closely at employee communication in your organization is well worth your while, because even if you do not, your employees are.

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.

Benefits of using effective business communication

Unlocking Your True Potential

Building Your Competitive Advantage

Inspiring Entrepreneurial Creativity

Simulating a Creative-Chaos Environment

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Global organizations attract and retain customers and increase productivity through improved communication. To that end, I‟ve partnered with a remarkable team of business professionals who each have between 10 and 25 years of experience consulting, coaching, and training with top organizations.

We look forward to the opportunity to help your organization improve communication and business results. Thank you for learning about Speak for Success.

Tips to improve business communication in ZONG

1.Plan and organize: One should have clear objectives while writing an email or a business letter. It should include everything that you are intended to write to give information to the reader in order to attain your objectives of proper and clear business communication. 2. Build the business communication infrastructure:

In business communication through emails, letters and memos write thanks, commendation and genuine statements of good that will build teams and partnership with clients. Use the tone and level of formality that fits the objectives and the reader, and convey your thoughts straight and firmly.

3.Prepare the reader for proper business communication:

Write the email or letter subject lines using words that alert the reader to contents, required action or critical information in the email. In the introduction explain everything readers needto know to understand fully why they are receiving the document. Describe all actions the reader is expected to perform, actions you will perform and any critical information that reader is expected to know. Summarize conclusions at the beginning. Write clear statements of contents at the end o introduction so that readers know what to expect and prepare them for reading, which

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will transform it from just communication to business communication.

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 nothingfor 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.

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

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success. its the need of the day. without it the organizational success is difficult.

References: Mr. Hassan (Area sale Manager Multan) Mr. Khawaja Bilal (Franchise Manager ) Mr. Farrukh Shahzad (Franchise assistant Manager) ZONG Customer service center Multan.

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www.zong.com.pk www.google.com

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