Objective of Project:

To provide the opportunity to apply the theory and processes that we have learned in our OB
Class to actual practice, with the structure and guidance provided by our lecturer Mr. Tayyeb Ali
Khan, and with the support of All group members.

By this way we will identify the Root cause of the problem & provide recommendation to solve
the problem. 

Company Overview:

Mobiserve holding was established in 1999 as a provider of technical and telecom services
through its engineering arm Mobiserve and its business service arm, First Service, a Business
Process Outsourcer (BPO).

In 2005, Mobiserve Holding established MobiFactory, a sole manufacturing facility to enhance

the turnkey capabilities in cellular communications.

Mobiserve Holding has subsidiaries in 12 countries, which are Egypt as Headquarter, Pakistan,
Bangladesh, Morocco, Kenya, Mali, Uganda, and Burundi, Algeria, Tunisia, UAE, and KSA with
workforce that exceeds 6,000 employees with continuous plans for expansion.

Mission:
 
To build partnerships with our clients in the Telecom Industry and to provide them with timely,
cost-effective, and premium quality Engineering Services at competitive rates.

Moreover, we aim to supply multiple industries with a set of Business Services along their value
chains in order to help them focusing on their core activities with distinctive standards of
performance.

With targeted investment in our organization and our technology, we are confident that our
customers will be able to benefit and take advantage of the synergy of our global organizational
network.
Vision:
 
Mobiserve Holding is striving to be a world-class provider of engineering and business support
services to Telecom Clients and other corporations.

For more than a decade, Mobiserve Holding has played a role in Middle East, North Africa, and
South Asia telecommunications industry revolution by introducing next generation
technologies to the market.

Our Management team has an extensive experience in supporting businesses and corporations
to maximize their profitability and place focus on the core of their business.

 Core Values:
 
Skillful People
People are the main asset of Mobiserve they maintain the Quality, continuous improvement
and the ethical approach of our services.

Quality:
Quality is at the forefront of everything we do and it is our key for the continuous
improvement, customer satisfaction and market leadership.

We are committed to quality as a main attribute of our business, people and long term goals.

Continuous Improvement
Continuous improvement of our services, products, people and performance is one of our
major concerns here at Mobiserve.

We believe that customer satisfaction improves our business.

Ethics Approach
We are committed to honesty, transparency and general interest of the region we exist in.

We combine ethical practices with successful business strategies to offer ethical business to our
clients and region.
Internal Department:

Technical Dept.

HR Dept.

Accounting & Finace Dept.

Maketing Dept.

WH Dept.

Quality Dept.

IT Dept

Technical Department:

This department provides technical assistance to all related problems. The department is a line authority
in this organization since the organization is about providing technical services to Telecom industries.
Mr. Fatouh heads this department.

HR Department:

This department provides manpower resources to the organization. Moreover, all promotions and
appraisals are handled by this department. Mr. Hammad Ghias heads the HR Department.

Accounting and Finance Department:

Accounting and Finance departments regulates the financial issues of the organization. It is based in
Lahore Head Office. Ms. Saba heads Accounting and Finance Department.

Marketing Department:

Marketing Department is located in Islamabad Office. The tasks of this department are to promote
business and develop CRM. This Department is headed by Mr. Tanveer Hayat.

WH Department:

Warehouse of mobiserve contains all spares and junks. Also, backup materials are also present in the
warehouse. The job of this department is to keep these materials in check and update if there is any
deficiency for backup materials. Also, the provisions of these materials are handled by this department.
IT is headed by Mr. Amir Yaseen.

Quality Department:

Quality Department provides quality control measures and is one of the very important staff authorities
of this organization. This department is headed by Mr. Zeeshan Azeem.

IT Department:

IT Department keeps the record of the assets and provides all IT related assistance to other
departments.

Statement of Problem / Issue? Challenge:

Inter departmental communication gap is the major problem in Mobiserve Pakistan Ltd Lahore
office & field teams. This gap effects team’s Task Work Process to achieve their ultimate end
goals & consume time & energy of the teams.

It also increases the Process loss & decreases the process gain of the team to accomplish a task.

Organizational Behavior Concepts Relating to the Problem:

Communication:
Communication is a central activity in most human and organizational activities.

Communication is one of the important topics of organization behavior. Effective communication is a

prerequisite for implementing organizational strategies as well as for managing day to day activities
through people. Managers spend more than three fourths of their time in communicating – exchanging
information. Communication is found to make the biggest relative contribution to the effectiveness of
managers. Or in other words, good communicators are more likely to be adjudged as effective
managers.

Communication is a process through which most of the work in the team is accomplished. Teamwork
process develops through communication.

This particular topic is discussed in the Chapter 12: Teams: Processes and Communications

COHESION:

Group cohesion is the sum of all the factors causing members of a group to stay in the group or be
attracted to the group. You can think of group cohesion as the 'social glue' that binds a group together.

Suggested Solution to the Problem:

A solution for the above mentioned problem was proposed that in order to build Group
cohesiveness and building better communication between the departments an event may be
arranged where all inter-departmental employees can meet and work with each other.

Implementation of the Recommendation:

A cricket tournament was proposed so that all the employees can gel well with each other. The
Technical department arranged the tournament in Model Town Cricket Stadium, Lahore. The
tournament was inter-departmental and all departments participated.

Results:

It is evident after the tournament that the communication and team work has become better. The
overall environment of the organization has become friendlier hence leading to happier employees and
as a result improving their performance and commitment. This particular solution specially helped the
employees working in the field because in normal working days they get very less to no time to
communicate with staff other than their reporting officer.

In a Nutshell:

Team Cohesiveness has increased

Communication Gap has been shortened

Process Gain has increased

Process Loss has decreased