Documente Academic
Documente Profesional
Documente Cultură
ON
COMSATS INTERNET SERVICES
SPECIALIZATION IN MARKETING
DEPARTMENT OF BUSINESS
ADMINSTRATION
SUBMITTED BY
MUHAMMAD MUNIR
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ACKNOWLEGEMENT
I am thankful to GOD Almighty who remains the best in my rainy days and now who
enabled me to finish report praise to Hazart Muhammad ( S.A.W) who is forever torch of
guidance for mankind. It was very interesting as well as tough task for me. I completed it
with the help of some nice people. I feel pleasure to avail this opportunity to express
gratitude and obligation to my respectable teachers for their kind guidance and
help during the course of study. During the internship the Sr Assistant Director
who have Contributed to the accomplishment of this report. I was very lucky in having a
group of people whose critical evaluations were of great importance during the
COMSATS Internet Service whose considerate and cooperative guidance to sail through
all Difficulties that I have faced during the completion this project.
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TABLE OF CONTENTS
Subjets Page No
1. Introduction 4
4. Organization Structure 9A
3
7. Critical Analysis 29
11. Annexes 41
4
INTRODUCTION
Pakistan is a country of opportunities. It has vast potential for the businesses and people.
The growth in marketing sector is Tremendous. My topic deals with the marketing
company names as COMSATS Internet Services. I have to study about direct marketing
in COMSATS Internet Service and in the report I will discuss about which
at socio-economic uplift of the third world through useful applications of science and
COMSATS Internet Services (CIS) for providing Internet services and COMSATS
Services (CIS) is one of the leading Internet Service provider in Pakistan. CIS provides
variety of Internet access services ranging from dial up, leased lines and Broadband
connectivity through DSL and Radio-Links to value added services to corporate and
residential users.CIS employs in its countryside network including trained and qualified
and Engineers, Web developers, marketing, sales and customer support executives.
The Sun, Microsoft, Intel, Compaq and Cisco System’s certified engineers are constantly
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OBJECTIVES OF STUDYING THE
ORGANIZATION
It is to learn the marketing functions having complete marketing Network of the
organization and study practical implementation of the Different theories that studied
marketing department.
6
OVERVIEW OF THE ORGANIZATION
BRIEF HISTORY
The foundation conference of COMSATS which was held in Islamabad on 4th & 5th
governments. Currently COMSATS has 21 countries as its members located in the three
continents of the globe (Asia, Africa and Latin America).The participants included
would provide for the operational and administrative expenses of the Secretariat, while
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NATURE OF THE ORGANIZATION
firm is equipped with all Pre-requisites for meeting the future challenges successfully.
sales and marketing finance administration and technical department. The company is
providing a complete product range of internet services e.g. Internet cards, dial up
BUSINESS VOLUME
In year July 2002 to June 2003, the sales of COMSATS Internet Services increased as
compare to previous year. The company is going to improve their services to different
regions of Lahore and works in private sectors. The company is continuously improving
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PROFILE OF THE EMPLOYEE
COMSATS Internet Services hired fully motivated educated and devoted Employees
because employees are the backbone of any company. Due to this reason company hired
Internet Service gives them training and then employees are trained for different purpose.
Company hiring different Consultants from major institute e.g. CORVIT for better
MAN POWER
NAME QUALIFIATION
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PRODUCT LINES
Product line is a group of product that are closely related because they Performer a
Similar function are sold to the same customer group are marketed through same channel
providing.
• Dial up Connection
• ISDN Service
• DSL Service
• Web Hosting
• Web Development
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MAIN OFFICES
ZONAL OFFICES
LAHORE 5TH Floor, 1st Building, Aiwan-e-Iqbal
Lahore.
Chiniot Bazar,Faisalabad
Paris Road,Sialkot.
Peshawar.
Mess,Main Road,Jutial,G
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MARKETING OPERATIONS
needs to know how to analyze its market opportunities select appropriate target markets
segmenting the market in proper segments establishing the effective marketing mix and
According to Peter Drucker “The aim of marketing is to make selling Superfluous. The
aim is to know and understand the customer so well that the Product or service fits him or
With an understand of business internal strengths and weaknesses and the external
opportunities and strength. We can develop a strategy that Plays to our own strength and
marketing objective are kept in mind. Marketing planning plays important role in
developing marketing Strategies. Senior officers take part in this process and finally
company Head approves these strategies. Strategies are made according to the
Environment of country and industry. These involve general strategies i.e. Target
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While developing marketing plans following things are considered.
• Could we improve our customer service? This can be a low cost way
profitability?
• How can we best promote our product? Options might include advertising, direct
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STRUCTURE OF THE MARKETING
DEPARTMENT
Sr Assistant director
Sales Manager
Marketing Executive
Sales Supervisor
Sales Representative
• Sr Assistant Director 01
• Marketing Manager 01
• Marketing Executive 02
• Sales Supervisor 01
• Sales Representative 08
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MARKETING OPERATIONS
Here are basically six marketing operations that are applicable in
Market Research
When a company wants to launch a new product, there is need of Research from market;
Internet Services also conducts research about market according to its requirements;
Environmental analysis
Product development
For better quality of Internet Services, COMSATS is improving their service to compete
the market.
Market Analysis
identifies and evaluates its strengths, weaknesses, opportunities and threats. To fulfill its
mission company capitalize on its marketing strengths and get advantages of the most
promising opportunities, company also takes necessary actions to remove its weaknesses
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Marketing mix
Feed back
After productive steps/actions feed back is necessary, which shows actual picture of the
company in them market and feed back also provide base for next year plan. For this
purpose, Marketing personnel’s visit market and conduct research through suggestions of
research.
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FUNCTIONS OF MARKETING
DEPARTMENT
The basic duty of Market executive is to visit the clients to increase sale. A Market
Executive visit the different organizations and get the order of internet connection from
The organizations then he told about the order of internet connection to the technical
Department which is in the main office.COMSATS internet services has two offices
1. A Marketing office
2. Main office
All the technical department, Accounts department, Customer Support and Head of
Lahore region they all are in Main office. The main office then filled up all the
Requirements of clients, where name of the clients, address, accounts type, and accounts
Starting date are saving in the software. Then technical staff is working on it. After the
Successful working of internet accounts Market executives collect cheque from clients. If
Clients found any problem, this is the duty of technical staff to solve that problem.
MARKETING STRATEGY
A marketing strategy is a process that can allow an organization to concentrate its
limited resources on the greatest opportunities to increase sales and achieve a sustainable
competitive advantage. A marketing strategy should be centered on the key concept that
action sequences into a cohesive whole. Similarly the various strands of the strategy
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which might include advertising, channel marketing, internet marketing, promotion and
of firm strategy, defining how the organization will successfully engage customers,
prospects, and competitors in the market. The marketing strategy is closely linked with
sales. A marketing strategy can serve as the foundation of a marketing plan. A marketing
strategy.
COMSATS Internet Service has positioned itself as the number one national Internet
Services Provider Company. Operations and significant experience of the local market. In
Pakistani market or telecom sector PTCL is number one customer Service Company after
that COMSATS Internet Service. COMSATS Internet Services have major strategy
involves.
In COMSATS Internet Services when lunch any product they all decision making on
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higher management and first the complete analysis of the market and customer behavior
all sensitive issues with point of competitors of current market situation then pretest
threats.
• Understand where you want your cards to be in the future, and write
MARKETING MIX
• Product.
• Pricing Structure.
• Promotional activities
.
The management of COMSATS Internet Services must work on it.
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PRODUCT PLANNING, DEVELOPMENT
AND MANAGEMENT
Product is anything that provides the solution to any existing problem. It may be
including all type of goods & services. In a narrow sense, the product is set of basic
such as steel, tennis rackets, or sim card. Each and every type of company is to meet the
needs by offering their products or services on the behalf of the customer. For instance,
the products may include the goods being used in the daily business like soap, shampoo,
washing soap etc. The services may include the lectures delivered by the teachers, advice
given by the consultant and the doctor suggests the appropriate medicine against the
diseases.
Scoping
A quick and inexpensive assessment of the technical merits of the project and its market
prospects.
case has three main components Product and Project definition, Project justification, and
Project Plan.
Development
Business case plans are translated into concrete deliverables. The manufacturing or
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operations plan is mapped out, the marketing launch and operating plans are developed,
and the test plans for the next stage are defined
Testing and Validation
The purpose of this stage is to provide final and total validation of the entire project: the
Product itself, the production process, customer acceptance, and the economics of the
Project.
Launch
Full commercialization of the product the beginning of full Production and commercial
company of just right size not too large so that management closely involved with day to
day operations and big enough to provide the full range of services that principals expect.
The company is fully equipped to serve the immediate and long term marketing and
distribution objectives of its principals. The company handles their product like a new
baby, seen through its teething problem and guided through life’s many pitfalls. And
have skills know how and resources to create a leader. COMSATS Internet Services
focus on
The company has been achieved by developing a dedicated team of highly motivated
significant cash resource. The company keeps up-to-date information about the current
Market trends the competitor’s strategies. The Marketing department on regular basis
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gives feed back to the incharge of the office.
Internet Services
Idea Generation
A process starts with idea generation, which may draw the COMSATS Internet
others.
Idea Screening
The next step is idea screening which reduces the number of ideas based on the
COMSATS Internet Services own criteria which the best suitable for the company.
After the idea screening COMSATS Internet Service management continue through
product concept development in which a detailed version of the new product idea is
stated in meaningful consumer terms. In this stage concept testing new product
concepts are tested with a group of current market target consumers to determine if
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Marketing Strategy
After the successful concept of the new product to proceed to marketing strategy
development in which an initial marketing strategy for the new product is developed
Business Analysis
management. ..
PRICING STRATEGY
Price
Pricing is the amount of money or other items which utility needed to acquire a product.
Price has a significant role in the marketing activities of the firm as well as, the
Willingness or acceptance of the customers, whenever a firm decides about the pricing of
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Pricing policies procedure of COMSATS Internet Services
COMSATS Internet Services is offering the price on the basis of three strategies, which
are as follows:
• Competitive base
• Customer base
• Product base
Pricing is an important factor in the marketing process for any company. The pricing
policy of the company should be in such a way that it should produce a reasonable profit,
for the company and satisfy the customer while calculating the price of any company.
• Fixed cost
• Variable cost
Fixed cost
It is the cost that remains always same whether produced large quantity or low is
quantity. So companies always try to use their full capacity of production because with
• Overhead cost
• Salaries of staff
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Variable cost
It is the cost where per unit variable cost rises as the quantity decrease,
• Transportation
COMSATS Internet Services sells directly to their customer at their doorstep, and then
price components are as follows: Fixed cost + variable cost + desired profit = price of the
product The profit margin depends upon the condition of the market. If market will be
new, the price will be also new to attract the customers and compete with existing
Competitions. The pricing policies of COMSATS Internet Services vary from product to
2. Segmented Pricing
3. Psychological Pricing
4. Promotional Pricing
COMSATS Internet Services adjust their basic price to reward customer for certain
Responses, such as early payment of bills, volume of purchase. These price adjustments
Called discount and allowance pricing. This can take many forms
Cash Discount
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A price reduction to buyers who pay their bills advance in cash form.
Quantity Discount
Segmented Pricing:
COMSATS Internet Services sell his services at two or more prices in different areas of
Lahore.
Psychological Pricing:
COMSATS Internet Services use the psychological pricing strategies because many
Promotional Pricing:
COMSATS Internet Services also use the promotional pricing strategy and sell his
Services below the list price.COMSATS Internet Services use this strategy in different
Trade show like DAWN exhibition which is arranged in Fortress Stadium Lahore.
DISTRIBUTION STRATEGY
To make a distributor network for the scale of the product of the company and get the
Internet Service.Even before a product ready for market, the management of the company
determine which methods and route will be used to get it there at customer end. This
requires establishing strategies for the product’s distribution channels and physical
COMSATS Internet Services having their own direct distribution system. Company is
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responsible to deliver the product to doorstep of the customer. If customer faces any
problem in services, company’s customer support team solve the problem. The product of
COMSATS Internet Services are distributed intensively, through outlets like PCO Public
Call Office, Customer Care Center, Call Centers Karyana Stores, General Stores,
Bakeries, Departmental Store, Drink Shops, Medical Store, Petrol Pump Shop like Select,
• Order Taking
• Receiving payment
PROMOTIONAL STRATEGY
To improve their product through electronic media internet, cables and print media and
Serves to inform, persuade and remind the market of a product and the organization
selling it in the hope of influencing the recipient’s feelings, beliefs, or behavior. The
policy of COMSATS Internet Services is to adopt the same methods to promote all its
Vision started out in 1996 as a Direct Marketing Company operating in only in Islamabad
but has since developed into one of the Largest Direct Marketing and Services
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Companies in Pakistan with Branch offices in different major cities. According the
marketing manager of COMSATS Internet Services that they use the following
promotional methods
nature about product services or ideas through the identified sponsors through the various
tells people about the benefits of products or services and educate them how they
can make their life and time better off. The management of COMSATS Internet Services
uses the advertising and rational behind it is that the organization considers that it has a
market segment. So advertisement will have a great waste reach and their advertising cost
Television Advertisement
Television combines sound, motion and design special visual effect. But COMSATS
Print Media
They give the desirable information in the print ads to the target market in order to inform
the customers about the benefit of their products. Whenever they introduced new
products they give ads on print media at regular intervals. So that the customer is
informed about the new product. For their matured products they give ads with different
The News, Dawn, and Jung, and Spider Magazine. The Magazines advertisement
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high geographic and demographic selectivity, credibility and prestige and high quality
reproduction, long life and good pass along readership. Outdoor Advertising Outdoor
Advertisement flexibility high repeat exposure low cost low message competition, good
positional selectivity.
For example
• Sine Boards
• Bill Boards
• Banners
Personal selling is the special form of the interpersonal communication. Their goal is to
bring its prospects attention that will satisfy a need and that will elicit a response,
Public Relation
organization, its products and policies. COMSATS Internet Services is not just a quality
product services supplier, but also a socially conscious corporate citizen. It has been
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CRITICAL ANALYSIS OF
THEORETICAL CONCEPTS
The main objective of this internship programmed is to critically analyze the theoretical
Practical Experience
The critical analysis of reveals the following observation and findings. I have worked in
the COMSATS Internet Services as Sale Supervisor in Lahore office with this activity as
an incharge and meet different task of sales and mange the Outlets. My responsibilities
are to manage sales team and Key Outlets database and cold calling the outlets and
Responsible for Managing the sales force and update the daily sales data base and
manage the Weekly reports on the management of the sales database and design Market
analysis based on the current market trends to serve better the customer requirements and
Played a vital role in the decision making based on the studied trends in the market give
the route plan to sales force and also directs the By performing this. I have come to know
how the company works for the awareness of their products, which in turns improve the
capture maximum market share from local market. Some products cannot produce
from customer side, company try to solve all types of problems faced by their loyal
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customer.
the imagination of mankind has been exhausted. We must understand that marketing is a
learning experience. We have to apply quickly the lessons we have learned. Education is
not simply valuable unless it is applied. Product success is the result of an effective
dialogue with the market place. Failure comes when a breakdown occurs in that
communication process.
Product don’t suddenly appear in on midst and overwhelm us. Most successful
thousand of new and potential customers for the products are created.
• They are not inventions, in the true sense, but assemblages of Interrelated
leverage by combining what they find in the world around them into a unique
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success comes to those who keep improving and adopting their products.
.
• They are developed by small teams. A sense of purpose and mission can be better
• Key customers often play a central role in their design and incremental
• They are used in seminars, workshops and demonstrations and are discussed in
Newsletters and at conferences, to educate and develop the market. Other things
such as good luck, good management and competitor error also help make
these products successful, but continued investment in R&D is the best way to
Failure is on the flip side of the coin from success. More often then not, failure is the
have observed a number of company and product failures over the years and in poring
through notes. I have noticed that they seem to have several things in common.
• The products do not create or expend the market. Generally the product has
• The people who developed the first product have moved on or are no longer in a
• Due to success of initiate product, arrogance sets in. Success blinds management
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to the possibility of failure. They convince themselves that the market will
• When the company developed new product for customers the customers feed
can adopt, change, and quickly respond to the needs of the customers and the
market.
Failure product of COMSATS internet services
Overall COMSATS Internet Services is producing quality products and most of the
products are successful in the market. COMSATS cards is the only product, which was
failed in the market. This product did not meet the requirement of customers, so company
Reasons Of Failure
When the product was launched in the market a lot of complaints received from market
that the services of cards is not good and the rates of the cards is very high. So, the
product could not meet the customer requirements, company decided to stop the
All products, which are existing in the market, are successful, but in last six months the
research product and development personnel suggest about the trial of following
products.
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• DSL Services
• Wireless services
All of the above products succeeded in the market and fulfill all the requirements of
customers.
Reason of success
All of the above products are matching with the requirements of customer and found no
of the company and providing the choice for the consumers. The competitors always exist
in the market but some time they are in great number and some time lesser in number.
• Ptcl
• Wateen telecom
• Cybernet
• Brain net
• Nexlinx
Among all of these the head to head competitor is PTCl , they compete in major brand
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because he is working in vast level. So they have to make the strategies according to that.
VISION has ambitious plans for Year 2008 and beyond. They aim to become Pakistan’s
premier Direct Marketing Company which can deliver quality service for our diversified
COMSATS Internet Services has positioned itself as the number one national alternative
Internet services provider company. Telecom market in Pakistan offers opportunities for
players with existing operations and significant experience of the local market.
COMSATS Internet Services has the requisite expertise and a solid track record which is
an asset of Industry.
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SHORT-FALLS/WEEKNESS OF
MARKETING DEPARTMENT
SWOT Analysis
Strengths
• First introduced Internet Services setup in Pakistan so this is the Pioneer company
in Pakistan.
Weakness
Internship.
• COMSAS Internet Services has face main problem which is Centralized control
• Marketing department is not so strong and active likewise Link dot net Internet
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Weaknesses, due to which sales are not increasing up to mark.
• The rates of cards, Dial up, Isdn, and Wireless are very high.
Opportunities
• Try to cover whole market of Dsl, and Wireless by the facility of New
Technology.
Threats
by PTCL.
• Mostly companies Give High Credit in market and get current market share and
after that they run away to market so bad impact in Internet cards market.
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CRITICAL ANALYSIS OF THE
MANAGEMENT PATTERNS
During my internship I found many dark aspects in the COMSATS Internet Services
The customer support department does not Care about customer’s complains.
• The marketing department of the company never try to fill the gaps which are in
The market. The marketing executive does not visits to different organizations
Properly.
• The company does not work on publicity like print media and electronic media.
• COMSATS Internet Services has introduced new services this year, but
Marketing department could not fully introduce these services to the customers.
Customer complaints.
• The marketing department need a training for improving their professional and
Selling skills.
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CONCLUSIONS &
RECOMMENDATIONS FOR
IMPROVEMENT
CONCLUSION
COMSATS Internet Services views specialization and service excellence as the
And their execution is the key ingredients for their future growth. They are aware that
They have stepped into the 21st century and they must meet its challenges by acquiring
The highest levels of Technology. They will thus be accelerating their enable them
Distribute their services through most efficient and high-tech means. They say that they
Will invest in the modern tools and substantial allocation of resources will be made to
Achieve this objective during the current year. Their focus would be to constantly seek
Out Growth opportunities through increased quality assets and by offering a wider range
COMSATS Internet Services is a strong market Leader and there is best environment for
Marketing staff. Marketing staff always made to keep in mind the current market
Customer for getting new order. The machinery which is using is imported and very
Costly. All The staff of the Company is very highly qualified and motivated. So every
Department Work with Honesty. The customer satisfaction procedure from the customer
Support is very good. The research department always works on best services which is
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.
RECOMMENDATIONS
On the basis of my studies and analysis, following areas are recommended to improve the
• The company should arrange the proper training program relevant to technical
department.
with MBA.
• The company should focus the attention to customer services and proper
• The company should arrange the visit of marketing manager for the covering,
• Motive to customers to visit technical office for better knowledge of the product.
• The company is going for expansion therefore company should increase the
executives.
information, so that they are fully aware the products and its specifications.
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REFRENCES & SOURCE USED
For completing this project I have taken help from following books as
references.
• Company planner
As a source for better material of my report, I have taken help from marketing
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ANNEXES
ABBREVIATIONS USED
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