FUNDAMENTALS OF MANAGEMENT

PROJECT
12/2/2010

SUBMITTED TO:
Prof. SALMAAN K. REHMAN
FAST-NU

Ghania Shoukat Maryam Salahuddin Tanzeela Muhammed Muhammad Zain-ul-Sadiqeen Zurnab Sarfraz

09-4704 09-4672 09-4723 08-0186 09-4685

ACKNOWLEDGEMENTS
The special thank goes to our helpful supervisor, Mr. Salmaan Rehman. The supervision and support that he gave truly help the progression and smoothness of the marketing project. The co-operation is much indeed appreciated. Our grateful thanks also go both to Ms. Saba Pervaiz. This project made us realize the value of working together as a team and as a new experience in working environment, which challenges us constantly. Not forget, great appreciation go to the rest of our friends who helped us from time to time during the project. The whole program really brought us together to appreciate the true value of friendship and respect of each other. Last but not least, we would like to thank each other and appreciate all the hard work we put into this project to make it a success. Also we would like to thank our group member Zurnab Sarfraz for putting so much effort and managing all the work so effectively. Regards, Ghania Shoukat 09-4704, Maryam Salahuddin 09-4672, Tanzeela Muhammad 094723, Muhammad Zain-ul Sadiqeen 08-0186, Zurnab Sarfraz 09-4685

Executive Summary
ZONG is the first International brand of China Mobile being launched in Pakistan in year 2008. It has 15 offices all over Pakistan, serving 8.5 million Pakistanis. In the fastest growing industry of Pakistan ZONG has been trying to achieve its goal of becoming a leader in telecom industry of Pakistan. Management at ZONG is strong and the senior management team is responsible for decision making. Traditional approach of management is used at ZONG. Management at ZONG supports omnipotent point of view which states that management is responsible for success or failure of any plan or action and hence treated accordingly. There are currently 160 managers including corporate account manger whove been managing and coordinating work activities. Classification is such that top managers include CEO; COO (CIO, CFO, and CTO) middle managers are regional directors, regional managers, and executives then comes first line managers which consist of area managers and technical engineers. All of them have been trying to control and manage organization in better and innovative way as innovation is a most crucial part for ZONG without which it cannot stand a chance in growing and competitive telecommunication industry of Pakistan. Cell Zone is a mobile shop which deals in branded cell phones, Chinese phones, used phones, provides repair facility and accessorize of phones. Basically owner plays the role of manager in the CZ. There is centralization in the shop and this pattern of management supports omnipotent view of management like owner will be responsible for success or failure of business or any decision. In shorts, owner plays basic functions of management that is Planning, Organizing, Staffing, Leading and Controlling

Zong
Part A

Table of Contents INTRODUCTION ......................................................................................................1 ZONGs VISSION .....................................................................................................2 ZONGs VALUES ......................................................................................................2 HIERARCHY .............................................................................................................3 MANAGEMENT .......................................................................................................4 PLANNING ................................................................................................................................................ 5 ORGANIZING ........................................................................................................................................... 6 STAFFING .................................................................................................................................................. 7 LEADING.................................................................................................................................................... 7 CONTROLLING ........................................................................................................................................ 7 SWOT ANALYSIS .................................................................................................................................... 8 RECOMMENDATIONS ......................................................................................................................... 8

INTRODUCTION
ZONGs china mobiles brand in Pakistan. China mobile Pakistan is a % subsidiary of china mobile. China mobile first overseas operation came about when it acquired license from milicom to operate a GSM network in Pakistan. Paktel was the first ever company granted a license to carry out cellular phone services in Pakistan. However after launch and rapid success of its competitors, in 1998 it lost market share. In 2003, Milicom Corporation bought paktel. In 2007 milicom sold it to china mobile. Paktel was re-launched in 2008 with the brand name ZONG. ZONG is the first International brand of China Mobile being launched in Pakistan in year 2008. The company is often cited as China Mobile (Pakistan). Its head office is located in Islamabad at telecom foundation. It has 15 offices all over Pakistan, serving 8.5 million Pakistanis. In the fastest growing industry of Pakistan ZONG s been trying to achieve its goal of becoming a leader in telecom industry of Pakistan and its heading towards its target through innovative and quality based services, 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. It provides both prepaid and postpaid connections supported by various packages and customer can choose among them according to their needs. Zong provides following prepaid and postpaid packages. Prepaid packages include Zong 12 Aanay, Zong Free, Zong Aik Second, Zong 65, Zong 100 pe 100 and Zong Z20. Postpaid includes various packages, with line rent ranging from Rs. 100 to Rs. 2000. SMS packages include: o Daily (500SMS & 50MMS per day for Rs 4/day) o Weekly (1000SMS per week for Rs.10) o Fortnightly Bundle (500 SMS per day for 15 days for Rs. 50) o Monthly Bundle (500 SMS per day for 30 days for Rs. 80) GPRS/Internet Packages include hourly, daily, size-wise and monthly. Zong has introduced BlackBerry Internet Solution as well, offering high speed internet through its EDGE-enabled network.

ZONG also offers its customers with entertaining & innovative value added services and will empower them by giving a wide variety of products, services & content to choose from.

Value-added services include: Kehdo Message (voice SMS) Sports Portal Music Games Communities Business Solutions SMS chat Zong handsets E-care Infotainment Book your number Mobile Music Channel Yaari Load (prepaid balance share facility) Dial Tunes (caller tunes) TakeOne (multimedia sharing) Zongopedia (mobile encyclopedia) Internet USB Card Kisan Portal (Farmer's Portal)

Many other services and promotions are expected to be launched soon.

ZONGs VISION To make communication exciting and become a leader in telecom industry of Pakistan. ZONGs VALUES Core value Responsibity makes perfection

Key values Trust worthiness Respect Team work

 HIERARCHY

Communicate openly responsibility

ZONG hires employees on contract and permanent bases. There are currently 570 permanent and 2200 contractual employees. This also includes 160 managers who have been working here.

CEO (Chief Executive Officer)

COO (Chief Operating Officer) Senior Management team includes CEO, COO Directors.
CIO (Chief Information Officer) CFO (Chief Financial Officer) CTO (Chief Technology Officer)

Regional Directors

Regional Managers

Executives

Senior Officers

Officers

MANAGEMENT
Management at ZONG supports omnipotent point of view which states that management is responsible for success or failure of any plan or action and hence treated accordingly. Reality of work at ZONG is such that if management performs better, ZONGER award is given to them on monthly bases followed by various packages of bonuses and appraisals. As mentioned earlier, there are currently 160 managers including corporate account manger whove been managing and coordinating work activities. Classification is such that top managers include CEO; COO (CIO, CFO, and CTO) middle managers are regional directors, regional managers, and executives then comes first line managers which consist of area managers and technical engineers. All of them have been trying to control and manage organization in better and innovative way as innovation is a most crucial part for ZONG without which it cannot stand a chance in growing and competitive telecommunication industry of Pakistan. Organization culture is of great importance at ZONG. Its a hybrid of strong and moderate culture where people are important asset of organization as it has to deal with them the most. ZONG is an outcome oriented organization and being innovative is a thing which is extremely emphasized. Employees are expected to be innovative in their ways of doing tasks. All this things are part of its culture. To make sure, employees can go along with it, training programs are being offered through which employees come to know about culture of ZONG. This makes it Value-based-management culture as employees learn it through values that are being taught in these training programs. Main stakeholders of ZONG are employees, customers, industry association, government, media and communities. Decisions and actions of ZONG affects them, directly or in directly. Realizing the importance of stakeholders, ZONGs senior managements been trying to establish health relations with them. Likewise any other telecom company, Environment at ZONG is unpredictable and dynamic. Despite all this, there are certainly some external factors affecting the working environment at ZONG. In specific environment these factors are Customers and competitors and in general environment, they are political and legal conditions, demographics and technology. Any change in anyone of them affects the decisions and working of ZONG as a large-scale organization. To go along with this kind of environment sophisticated knowledge about the concerned market is required. This is a responsibility of senior management to make sure appropriate knowledge is being gathered or not. As an important organization for Pakistan, ZONGs also been trying to be socially responsible, so that it can do something better for the Pakistanis. To accomplish this goal,

ZONGs involved in activities that are of betterment for locals like its currently running few campaigns for earthquake and flood victims. These funds are then transferred to the prime minister or presidents relief accounts for the help of effected. ZONGs management has been analyzed. Next section will look at the basic functions of management which are Planning, Organizing, Staffing, Leading and Controlling. In ZONG, they are being performed by senior management.

PLANNING
Traditional approach of plannings been used in ZONG. Its the SMT (senior management team) comprises of top managers who plans, sets goals and decides what needs to be done. Planning at ZONGs a hybrid of all types of plans. Management is responsible for making rational decision but Most of the decisions made are based on intuitions. Its the past experiences, judgments and feelings that makes them decide what should be done now and howll they go about it. Once plans are made and goals are set by SMT, then they flow down to regional managers and from regional managers to managers so that everyone should understand whats going to be done. Through internal marketing channel they are also being evaluated in order to know up to what extent plans are successfully implemented. Management process at ZONGs strategic because it involves responding in best way to the circumstances of organizations environment whether or not its circumstances are known in advance, it responds to dynamic and even hostile environment. SMT is also ZONGs strategic management team. Following are the key points of ZONGs strategic management.

At ZONG strategic management is directly linked with the core decision making Parent company- CMCC after extensive coordination with chiefs identifies and defines the broad target that is to be achieved ZONG senior management then defines these targets as per vision to their departments. Each department uses its own methodology to achieve its targets. The formulated strategy is communicated by department heads in the form of department objectives Each department defines is own management with involvement of senior management and work accordingly to achieve its goals

To reinforce implementation of strategy weekly session is held in which senior management meets and share their updates on key targets that to be achieved

ZONGs Mission statement is: To be the leading mobile operator of Pakistan by continuously innovating and offering exceptional quality services; to be a good corporate citizen and envoy of friendship in china and Pakistan. ZONGs ultimate mission is To allow people to communicate at will

This is what exactly comes out from its mission statement which is SAY IT ALL Sub Keh Dou ZONGs stated goals are To empower and liberate the people of Pakistan in every nook and corner of the country To become a part of their hearts, their minds To bring about a change in their lives

But when we look at the other side of the picture, real gal of ZONGs to become number one telecom company in Pakistan. ZONGs corporate strategy is growth strategy by using concentration on its basic line of business and increases the products or services offered. As this would be the best possible strategy to accomplish its missions and goals. Competitive advantage of ZONGs telesales, which is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services over the phone. Its also using cost leadership strategy to be competitive in the market i.e. try to introduce best services at minimum cost. All these things are part of ZONGs planning and SMT is responsible for effectiveness of all the planning.

ORGANIZING
HR department and regional directors allocate and organize resources at ZONG. Organizational structure has already explained. There is work specialization in ZONG and to

assure it, training is also given to employees to get various experiences and knowledge required for their certain department. Departmentalization exists in ZONG. Line of authority is such that its concentrated in senior management and flows down to other levels. Authority of managers vary from one level to another i.e. top managers supervises their department and goals. A manager can have approximately 12 subordinates consisting of BDOs (Block Development Officer), CRO (chief risk officer) and CSR (Customer service representative) hence it follows traditional view of span of control. There is complete centralization and top management responsible for all decisions made; employees cant take part in decision making. ZONG itself is highly formalized as it has certain rules and regulation for employees; moreover job descriptions are also defined. These kinds of characteristics make ZONG a mechanistic organization.

STAFFING
Human resource department is in charge for recruitment and training of employees. It hires employees on contract and permanent bases. It also responsible for managing healthy relationship between ZONG and employees and it also measures employees performance through KPI (Key performance indicator) on the bases of this, bonuses, tour packages and appraisals are offered.

LEADING
Ultimately senior management leads the organization otherwise each department is led by their respective leader by following authoritarian style which is characterized by leaders who make decisions alone and demand strict compliance to his orders. The leader is not necessarily hostile but is aloof from participation in work. But these leaders share good relationship with their employees and get involve in its department work which employees are not been able to doing it without his assistance. In order to motivate employees extra bonuses are also offered apart from bonuses, tours and entertaining tours. They get it on the basis of their performance which is measured through KPI, hence it also follows positive reinforcement approach, the use of positive reinforcement is a successful and growing technique used by leaders to motivate and attain desired behaviors from subordinates. Senior management follow situational approach in leading that is when acting as a leader his decisions and activities are dependent upon the situation in which he functions. Leadership influences in one situation may not do so in another.

There is proper system of taking feedback from employees and customers. They use to give online feedback as portals are provided on its website Attitude tests are also regularly conducted at ZONG. These feedbacks help ZONG to know about peoples satisfaction.

CONTROLLING
Controlling has a close relationship with planning. Controlling is important for effectiveness of resources. As far as controlling at ZONGs concerned like any other large scale organization, its very important. In ZONG, each department has its respective manager and they are appointed on the basis of their abilities, education, their professional skills and department requirements. Controlling exercises at ZONGs closed-loop, feedback is very important for this kind of control thats why it tries to make sure feedback is collected from people on daily basis from employees and anytime approach is used for customers. This also shows ZONG implements feedback control. Controlling function of management is performed by SMT at ZONG. Senior managements responsible for managing and controlling finances, information at ZONG. To control quality of their services, ZONG has quality controllers in customer relation centers to deal with customers complaints. Organizations performance is measured by comparing records on monthly basis. To measure employees performance KPI (Key Performance Indicator) is used for every employee. To manage productivity, it has certain action plans, depends upon demand and records are also checked on monthly basis so that productivity can be controlled and managed in better way. After measuring performance, SMT decides what appropriate steps need to be taken and how productivity is to be managed. ZONG also uses software for performing management functions more properly. That software names BOSS which integrates all critical business data across departments, so they can have new perspective on their data and processes. Use of this software for accomplishing any job regarding ZONG is mandatory. all these things depicts importance of controlling for management at ZONG.

SWOT ANALYSIS
Strength o Lower rates Nationwide o Location based charges o Telesales

o o o o

Strong image of parent company Network portability ZONG Mobile Resources, assets and people

Weaknesses o Bad image o Brand standing Opportunity o Can expand globally o Merger o New product development o Opportunity in northern areas o Should cover pak-china border Threats o New entrance o Bargaining power of customers o Bargaining power of suppliers o substitutes

RECOMMENDATIONS
ZONG should be increasing their network coverage and footprints in every corner of Pakistan It should adopt strategies of market concentration and related diversification. ZONG should not waste its opportunities and try to make more of it.

Cell Zone
Part B

Table of Contents INTRODUCRION/BACKGROUND ................................................................................................... 1

Hierarchy ................................................................................................................................................. 1

MANAGEMENT ..................................................................................................................................... 1 PLANNING ............................................................................................................................................... 2 ORGANIZING .......................................................................................................................................... 3 STAFFING ................................................................................................................................................. 3 LEADING

.................................................................................................................................................. 3

CONTROLLING ....................................................................................................................................... 4 SWOT ANALYSIS ................................................................................................................................... 4 RECOMMENDATIONS ........................................................................................................................ 4

INTRODUCRION/BACKGROUND
Cell Zone is a mobile shop which deals in branded cell phones, Chinese phones, used phones, provides repair facility and accessorize of phones. Its located in Hassan tower near hafeez center, Lhr. Its a sole proprietorship and was formed in 2002 with the vision of bringing top brands, original, latest products and quality service to the people of Lahore Keeping this vision alive, We provide quality products of top mobile phone brands in Lahore which include LG, Motorola, Nokia, Samsung and Sony Ericson and we are looking to initiate our operations in other areas of Lahore.
Hierarchy

There are basically 6 employees in the shop. All of them report to the owner whos also a decision maker of the shop.

Salesman 1
(Accessorize)

Salesman 2
(Used Mobiles)

Salesman 3
(Branded Mobiles)

Salesman 4
(Chinese Mobiles)

Repairer 1

Repairer 2

MANAGEMENT
There is no such management pattern exists in the shop. Basically owner plays the role of manager in the CZ. As its sole proprietorship, its the owner who manages and controls his resources. There is centralization in the shop like every decision is made by the owner and employees cant participate in decision making. Hence he plays a role of decision maker for the CZ. Owner makes decision on the bases of intuition to some extent but mostly decisions are experienced base. He is the one who deals with its human resource, controls finances, manages customer relationship and decides about inventory level thats to be maintained in CZ. This pattern of management supports omnipotent view of management like owner will be responsible for success or failure of business or any decision. In shorts, owner plays basic functions of management that is Planning, Organizing, Staffing, Leading and Controlling. There is no specific culture exists or its quite weak in the CZ. Employees have their own culture or they learn it from the figurehead whos owner. He tries to harmonize activities and behavior

of employees with customers and colleagues by informing them about the informal rules which are currently three: Everybody work hard Be punctual Deal politely with customers

Yes, external environment affects the organization activities. Its sub divided into 2 categories Specific environment which includes customers and competitors. These two are the forces that affect the organization. I.e. changes in customer tastes and preferences, competitors like Mobile Zone who are providing substitutes of CZ products this kind of things influence activities of CZ. General environment, major role is played by the terrorist activities and threats that confines the business activities and affects adversely on the health of CZ. Main Stakeholders of CZ are Customers, Employees, Competitors and suppliers. They are influenced by the decisions of the owner and its the owner who manages relationship with his stakeholders as he knows that people are important for CZ therefore appropriate relationships needs to be maintained with them.

PLANNING
As mentioned earlier, its a sole proprietorship and owner is a person responsible for all kind of planning and decision making in the CZ. Hence, following traditional approach of planning. Owners the one who decides about organizational goals, how theyll be met and what is needed to be done in this regard. He makes plans that are strategic, short term, directional and standing/single use. Planning is always done to achieve certain goals. Like any other organization CZ has its own goals set by the owner. Stated goals of CZ are: 1. 2. 3. 4. To sell max numbers of mobiles Provide good service More shops in Lahore Establish good relationship with customers

But when we look at the ultimate real goal of CZ, its profit maximization.

ORGANIZING
Human resource and inventory is organized by the owner. Owner is a figurehead to whom six employees report which include 4 salesperson and 2 repairers. No training is provided to the employees. Tasks are being assigned to them according to their skills and capabilities and hence it focuses on work specialization. Theres functional departmentalization exists in the org. I.e. owner is a decision maker whose subordinates are salespersons of branded phones and Chinese phones, salesperson of accessorize salesperson of used phones and then comes repairers. As far as chain of command is concerned, there is unity of command exists in the CZ like authority is concentrated in top management. All the employees are supposed to report to the owner. Span of control followed by the CZ is both traditional and modern view. As mentioned before, centralization exists in organization. Employees cant participate in any decision. CZ is weak in formalization like there are no formal rules and written documents that guides employees behavior and duties. Hence these characteristics make CZ a hybrid of mechanistic and organic organization.

STAFFING
Owner is responsible and decides about recruitment, and hiring individuals for appropriate jobs.

LEADING
Authoritarian style of leadership is being followed in CZ which is characterized by leaders who make decisions alone and demand strict compliance to his orders. The leader is not necessarily hostile but is aloof from participation in work. Owners also responsible for motivating employees for these purpose appraisals and bonuses are also offered to those whos sale out more products or make more profits hence positive reinforcement approach is being used by owner the use of positive reinforcement is a successful and growing technique used by leaders to motivate and attain desired behaviors from subordinates. Owner often follows situational approach in leading that is when acting as a leader his decisions and activities are dependent upon the situation in which he functions. Leadership influences in one situation may not do so in another Moreover, there is no system of taking feedback from customers and employees exist in the CZ which enhances the level of uncertainty.

CONTROLLING
It is an important function because it helps to check the errors and to take the corrective action and stated goals of the organization are achieved in desired manner. It is closely linked with planning. Controlling function again is performed by the owner he is a person measuring the performance and allocating the sources at CZ. Kind of control exists in CZ is Open-looped and operational. It triggers when needed and serves to regulate the day-to-day output. As far as current performance of CZ is concerned, according to the owner its satisfactory because there real goal of profit maximization is being met up to certain extent.

SWOT ANALYSIS
Strengths o Good service o Wide range of products o Appropriate relationship with people o Location Weaknesses o Uneducated employees o Weak management o Lack of effective communication Opportunity o Having more shops in Lahore o Can go on large scale like mobile zone Threats o Lots of competitors o Mobile zone o Terrorist activities o Changes in consumer tastes and preferences

RECOMMENDATIONS
Its a small scale organization and working in ways similar to any other small scale sole proprietorship. But as it has plans to expand its target market it is recommended that CZ is in need of improving management activities, communicating effectively and to stay in contact with people to know more about it-self this can be done through taking feedback.

Conclusion
ZONG is the first International brand of China Mobile being launched in Pakistan in year 2008. It has 15 offices all over Pakistan, serving 8.5 million Pakistanis. In the fastest growing industry of Pakistan ZONG has been trying to achieve its goal of becoming a leader in telecom industry of Pakistan. Management at ZONG is strong and the senior management team is responsible for decision making. Traditional approach of management is used at ZONG. Cell Zone is a mobile shop which deals in branded cell phones, Chinese phones, used phones, provides repair facility and accessorize of phones. Basically owner plays the role of manager in the CZ.

Appendices

Interview Questionnaire
Cell Zone

HISTORY/INTRODUTION:
1. Background? 2. Wok description? 3. Location 4. Total number of employees? 5. Tell about different products or services are being offered by cell zone? 6. Organizational Hierarchy? (Who reports to whom?)

MANAGEMENT:
1. How many managers are there? 2. How work is being managed? 3. What are ethics and rules of organization? 4. Organizational culture?

PLANNING:
1. How decisions are made in the organization? 2. What is the role of intuition (experiences, feelings, judgments) in decision making? 3. Organizations goals and how are they being achieved? 4. Who sets organizations' goals? 5. Current missions, goals and strategies? 6. How plans are being made? 7. How resources are allocated in the organization? 8. What are customer service strategies? 9. What's the impact of competitors strategies on youre planning?

ORGANIZING:
1. Organizational Structure? 2. Are work activities divided into separate job tasks? 3. Is there centralization or decentralization in the organization? 4. Are there any rules and procedures that guide employees behavior? 5. Do you offer any training programs for employees?

LEADING:
1. Do you regularly take feedback from your employees to know about their job satisfaction? 2. Do you keep in touch with your customer to know about customer satisfaction? 3. What measures are taken in order to increase job involvement and organizational commitment of the employees? 4. How cross-cultural management dealt with at Cell Zone?

CONTROLLING:
1. How is the role of controls important at ZONG? 2. How do you define the performance of your organization? 3. How are finances controlled at ZONG? 4. How do you ensure that employees abide by the rules of the organization? 5. How is quality controlled in your organization?

MISC.
1. Current Growth Rate? 2. Biggest Competitors? 3. Future Goals? 4. Your Strengths, weaknesses, opportunities and threats? 5. Any Recommendations? 6. Do you use any software systems for planning, organizing, leading and controlling?

Interview Questionnaire
ZONG

HISTORY/INTRODUTION:
1. Background of Zong? 2. Location of Head Office and total number of offices in Pakistan? 3. Organizational Hierarchy? 4. Hierarchy of HR department? 5. Total number of managers? 6. Total number of employees? 7. Number of Customers Zong's been serving? (Prepaid and Postpaid) 8. Tell us about different services Zong is being offered? and how are they being managed?

MANAGEMENT:
1. who are Top managers, Middle Managers and First line Managers, their roles and functions? 2. How efficiency and effectiveness are being maintained in the organization? 3. what is a selection criterion of managers? what kind of skills do they have? 4. Importance of Customers to the Organization? 5. how important innovation is to the organizations' management? 6. Do any appraisals or rewards offered to management for good work? 7. Does management consider responsible for success or failure? or any external factors (competition, environmental uncertainty, govt. rules and regulations etc) are considered responsible? 8. What is organizational culture of Zong? 9. Management is a) Outcome oriented or action oriented b) Team work is preferred or individual c) Employees are aggressive and competitive or cooperative and supportive d) Stability of status quo is emphasized or not e) Innovation and risk taking is encouraged or not 10. How employees learn Culture? 11. who are the stakeholders of Zong? 12. How the relationship with stakeholders is being managed? 13. Is Zong as an organization socially responsible? 14. Is there any campaign Zong's been running for social benefits of Pakistanis? 15. To what extent green management is preferred?

16. What are ethics and rules of organization?

PLANNING:
1. How decisions are made in the organization? 2. What is the role of intuition (experiences, feelings, judgment) in decision making? 3. Organizations goals and how are they being achieved? 4. Who sets organizations' goals? 5. How strategies of organization are being developed? 6. What are Zongs' Current missions, goals and strategies? 4. How plans are being made? 5.How do they implement plans and strategies, are they evaluated after implementation? 6.What is Zongs corporate strategies? (Growth strategies or stability strategies or renewal strategies) 7.How many businesses Zong is in? (portfolio) 8. What is competitive advantage of Zong? 9. Zong focuses on cost leadership strategy or differentiation strategy? 10.What are customer service strategies? 11. Any innovation strategies? 12. How resources are allocated in the organization? 13. What's the impact of competitors strategies on your planning?

ORGANIZING:
1. Organizational Structure? 2. Are work activities divided into separate job tasks? (work specialization) 3. How Line of authority can be defined in Zong? 4. Whats the authority of managers? 5. How many subordinates a manager can have? (Approximately) 6. Is there centralization or decentralization in the organization? 7.Are there any formal job descriptions of employees? 8. Are there any rules and procedures that guide employees behavior? 9. How human resources are being organized? 10.Departmentalization Hierarchy? (on bases of functions, geographic, services, customers, process) 11.Do you offer any training programs for employees? (elaborate)

LEADING:
1. Do you regularly take feedback from your employees to know about their job satisfaction? 2. Do you keep in touch with your customer to know about customer satisfaction? 3. What measures are taken in order to increase job involvement and organizational commitment of the employees? 4. Are attitude surveys regularly conducted at ZONG? 5. Is the recruitment procedure of managers, leaders and decision makers different from other workers? Do they have to give personality tests? 6. Does ZONG believes in "The right man for the right job"? 7. What perks are offers to motivate the employees? 8. How cross-cultural management dealt with at ZONG? 9. What sort of relationship do the leaders, managers share with people working under them?

CONTROLLING:
1. How is the role of controls important at ZONG? 2. Have you assigned different managers to control different departments? 3. How do you define the performance of your organization? 4. How do you measure the actual performance and compare it against the standard? 5. ZONG usually implements feed forward, concurrent or feedback controls? 6. How are finances controlled at ZONG? 7. How's information controlled at ZONG? 8. How do you ensure that employees abide by the rules of the organization? 9. How do you manage productivity in your organization? 10. What's the strategic role of operations management at ZONG? 11. Is value chain management important for your organization? 12. How is quality controlled in your organization?

MISC.
1. Current Growth Rate? 2. Biggest Competitors? 3. Future Goals? 4. SWOT analysis? 5. Any Recommendations? 6. Do you use any software systems for planning, organizing, leading and controlling?