United Arab Emirates: 14th May 2008: Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in 1994, and has become the market leader both in terms of growth as well as having the largest customer subscriber base in Pakistan - a base of over 20 million and growing. We pride ourselves on being the first cellular service provider to operate on a 100% digital GSM technology in Pakistan that also provides state-of-the-art communication solutions to its customers. The Company has faced exponential growth in recent years however, is now facing internal low levels of customer satisfaction challenges, which in turn may be making a direct / indirect impact on Mobilink's expanding market needs, with competitors. As being the number one company Mobilink felt the need to realign its workforce towards its singular business goals and objectives.  Hence, Global, Mobilink's long standing partner consulting firm has been assigned to run a comprehensive internal customer satisfaction survey spanning over 50 departments and 2000 employees.

Global has designed an online survey tool so that MOBILINK can take necessary strategic and tactical actions to maintain its competitive advantage through its people:-

  • The output from this survey will allow MOBILINK managers to combine and prioritize corporate, operational and employee issues related to both internal and external customer satisfaction.

  • It will allow them to determine what are 'the most wanted' improvements from the total organization's point of view and to find ways to engage the whole organization in developing solutions that will be actively implemented by the whole organization.

  • The survey will pave the way, where real change is possible and the overall customer satisfaction levels of the organization will  significantly improved.

The project required Global to deliver the following :

  • Global will provide a project communication plan template to facilitate dialogue at various levels to ensure understanding and success 

  • Designing of criteria and framework

  • Designing the questionnaire

  • The online survey setup

  • Collation and analysis of data

  • Final report and trends presentation

  • Provide recommendations

The project was led by Ayesha Tahir Masood, Global Senior Organizational Development Consultant, based out of Pakistan, and Asad Iqbal, Partner and Technology Consultant.

-Ends-

About Global Management Consultants
Regional consultancy firm based out of Dubai, Global Management Consultants provides outsourcing services to companies in the area such as HR consulting, Recruitment services, HR Solutions and Software, and training and development in leadership, customer services and training set ups. Global has its set up in the UAE, KSA, and Pakistan.

For more information, please contact:
Mahreen Qazi - Senior Partner
Global Management Consultants
mahreen@global-dubai.com
Tel: (971-4) 331-7789

© Press Release 2008