Education and Skill development

THE BIG PICTUREThe new boundaries of nations are not drawn on the atlas anymore. They are drawn in the way we define and set the standards of thought only! The qualification of people and the placement of pedestals of success and failure and right and wrong is amazingly similar in certain creeds irrelevant of their placement on the globe. Nations and people have clustered around the way they define their purpose of existence and the shape they mold their thought process into. OUR PERSPECTIVETo look at the working boundaries of these nations, we need to see the merits and benchmarks at which people set for their paradigms to exist, the width of their gaze, the wavelength of their foresight and most importantly the thresholds of their fascinations with any new idea. This is the actual scope of inheritance they actually leave for their children. Source Code envisions raising these benchmarks of the human thought, and changing the angle through which we place the prisms of perspectives for ourselves and our childrenOUR STRATEGYOur Strategy is to build pillars of thought in Homes, Schools and Work environments simultaneously to change the critical mass responsible for setting the paradigm of the future. Not only to run campaigns of unlearning the blindfolded routines but to also ensure clarity and wisdom in our children before they become part of the global herd of cattle grazing in the lands of delusions.

CEM with a hard-lined definition took its birth in the fall of 2011 in ZONG. With only a few months of construction it required a very acute and aggressive strategy and framework to take it to a high altitude in such a short span after take off. Immediate steps and political consents were required with a stake involving every unit of the enterprise. Unlike other industries Telecom CX roots its self within the realms of technical spectrums. However commercial aspects take up more pillar space since Pakistan is a demographic which i smostly wihout the guage to measure to begin with. Hence both VOICE and PRODUCT focus strategy had to work in parallel. In 2 years, ZONG rose to be number 2 in Customer Satisfaction. NPS rose from 22 to 48.5. Network Planning inputs quota from 0% to more than 50%, from no product range to Totally independent Product portfolio to satisfy CX needs for 25 million subs. With products and campaigns earning NPS, CSI and Revenue grossing more than 400 Million in 2013. STRATEGY:CX strategy resides in both Commercial and Technical houses of ZONG. TRX planning inputs come directly from CX data plots. VOICE experience index was created separately for CTO. Both O&M and P&I. CX Commercial Strategy is probably the most aggressive and intense part of CS diagram. Heavy product portfolio, soaring targets and a intelligently defined segmentations and definitions give a hard lined grip on a very fluid concept of the RETUN ON EXPERIENCE in the overall strategy. ORGANIC DATA CONCEPTS:: PCI-module development is an in-house invention through which 40 million psychographic records per month are collected of 6.3 million customers using inbound traffic of the company campuses alone on real time.These Profiles have helped develop our own kitchen of CX where 11 products and 19 campaigns were developed in 6 months of initial activity encompassing 13 million subs, with projections of 500 million annually.

TQM at Enterprise (The Enterprise Quality Management System) From every service node of the company [Business Centres, Call Centres, Franchises, Retailers, Corporate and ESS] to all Vendors servicing ZONG (like ZTE and Huawie for Network) and Media and VAS development Agencies for Marketing are monitored and evaluated by one Single centralized unit of 120 personnel. Heading the Training & Development functions of the Company at Enterprise Level. Enterprise Quality Management, Resource Capacity building Developmental (KCI setting) and The health of Customer Satisfaction Index of ZONG is the primary responsibility of Sahil Adeem at Enterprise Level. TQM scope and spectrum. Sales channels, Development Targets, functional bottle necks identification and funnelling, Distribution networks and all Agencies resource development, supply chain units, Call Centres, (2300 personnel) 22 Business Centres, 304 Franchises, Regulating T&D policy and KCI for 300,000 Retailers, and multiple supporting functions at the Back End for these channels and QA of all OSP (outsourced Service Providers) is also under the umbrella of his QAT responsibility. Training & DevelopmentThis department is responsible for yielding True TNA for all Enterprise units, sub units and outsourced service providers OSP Resource, then allocating resource for Training plans, and then finally delivering the trainings as well. This unit is also responsible for being the liaison for all HR Developmental trainings, Vendor selection and allocation of resources for both Developmental and operational Training plans and programs.

Junior Partner

Organizational Development

Training and DevelopmentDevelopmental strategy making Competency Analysis and measure skill development capacity and culture