PROJECT REPORT

DIGITAL GLOBAL SERVICE (DGS)

Presented to the faculty of theDEPARTMENT OF BUSINESS ADMINISTRATIONIQRA UNIVERSITY NORTH NAZIMABAD CAMPUSIN THE FULFILLMENT OF THE COURSE ORGANIZATIONAL BEHAVIORMBA (MORNING)

ByKamran HafeezMuhammad AhsanHafiz Adnan MairajDilawiaz Maqsood

Submitted toMr. Salman Abbasi

Table of ContentsAcknowledgement3Preface4Purpose of report4DGS5Historical background 5Industry and channel knowledge 5SWOT analysis5Strengths5Weaknesses5Opportunities5Threats5perceived organizational prestige 6perceived organizational support7 Organization identification8Job satisfaction9turnover intention 10Readiness for change11

ACKNOWLEDGEMENT

In the name of Allah, the most beneficent and merciful who gave us strength and knowledge to complete this report. This report is a part of our course Organizational Behavior. This has proved to be a great experience. This report is a combine effort of Kamran, Ahsan, Adnan and Dilawaiz .We would like to express our gratitude to our organizational behavior teacher Mr. Salman Abbasi, who gave us this opportunity to fulfill this report. We would also like to thank our colleagues who participated in a focus group session. They gave us many helpful comments which helped us a lot in preparing our report.

PREFACEMBA is a stepping-stone to the management carrier and to develop good manager. It is necessary that the theoretical must be supplemented with exposure to the real environment. Theoretical knowledge just provides the base and its not sufficient to produce a good manager thats why practical knowledge is needed. Therefore the research process is an essential requirement for the student of MBA. This project on DGS not only helps us to utilize our skills properly learn field realities but also provides a chance to the organization to find out talent among the budding managers in the very beginning. Work on this report helps us a lot in getting know about the employees behavior in their organization about what they want to their job and are they satisfied or not.PURPOSE OF REPORTWe prefer DGS in order to set knowledge of this organization (DGS) for the other students of Business Administration, it is very important to know the all the activities that belongs to employees behavior. The purpose is to analyze the overall performance of employees in Digital Global Service that are they satisfied with their job or not if they are or not why. In this connection we tried our best to know the thinking of employees about their jobs through at least 50 questionnaires.

DGSDgs is a provider of outsourced online customer acquisition solutions principally to large, consumer-facing organizations and to clients offering products or services to business users. A business seeking to attract customers online can do so by procuring advertising from search engines and other providers, directing consumer attention to a website or a sales center, and then selling interested consumers its products or services. dgs provides outsourced solutions to businesses for some or all components of this set of online customer acquisition services. As an outsourcer, dgs will procure paid search advertising, develop and manage branded web sales portals, and establish and maintain sales centers for its clients.dgs provides several benefits to corporations that seek to grow their online customer acquisition business process. First, dgs maintains and uses proprietary databases and algorithms that allow for cost-effective procurement of online advertising that drives customer action. Second, dgs has expertise in optimizing websites and sales centers for optimal levels of sales conversion. Third, dgs offers its solution to its clients on a fee-per-sale basis, by which clients pay dgs a pre-negotiated commission for each customer it procures. The Directors believe that this commercial arrangement closely aligns dgs economic incentives with those of its customers.Historically, dgs has focused on providing customer acquisition solutions to US corporations operating in the telecommunications sector; nine of the ten largest US cable telecommunications companies (as measured by subscribers) acquire customers through dgs. dgs later commenced operations in Canada and Mexico, and is pursuing further growth opportunities in Latin America, Europe, and Asia Pacific. dgs has also recently started providing its customer acquisition services to the electric utility industry and renewable energy sector, and is examining additional opportunities in the insurance, retail banking, and consumer technology sectors.HISTROICAL BACKGROUNDJeff Cox founded dgs in 2008 with the belief that existing online customer acquisition companies were inadequately serving the telecommunications sector. At the time, Mr. Cox was the Vice President of Sales Channels for Charter Communications, the third largest cable television operators in the United States, where he was responsible for, among other direct sales channels, the online customer acquisition channel. Shortly after formation, Digital Globe Services Inc. commenced commercial operations in July 2008 with a single client, Insight Communications, with seed funding and logistical and operational support from its majority shareholder, The Resource Group, a specialist investor and active participant in the business process outsourcing sector. Within nine months, Digital Globe Services Inc. was acquiring customers for Insight Communications that had, the Directors believe, amongst the highest lifetime value compared to competing solutions providers. This demonstrable success helped Digital Globe Services Inc. market its services to the broader telecommunications marketplace. In 2009, Digital Globe Services Inc. added a second telecommunications, with responsibility for the development of external website and sales center online marketing channels. Within twelve months of its engagement, Digital Globe Services Inc. was given further responsibility for customer acquisition through the clients website. Also in 2009, Digital Globe Services Inc. added the largest and fifth largest US cable operators to its list of clients. By 2011, Digital Globe Services Inc. had added the second and fourth largest US cable operators. By the start of 2013, Digital Globe Services Inc. has 9 of the top 10 US cable telecommunications companies as clients, collectively representing in excess of 95% of the total US cable telecommunications market in video subscriber terms. From inception, Digital Globe Services Inc. recognized the need for a cost-efficient engineering, web development, and sales center estate. As a result, in 2008 Digital Globe Services Inc. outsourced offshore sales center operations to BPO Solutions Inc., an indirect subsidiary of its majority shareholder, The Resource Group. Initially the outsourcing was to sales centers in Manila, Philippines and engineering and development operations in Karachi, Pakistan, leveraging The Resource Group resources. In 2009 Digital Globe Services Inc. expanded use of sales center outsourcing with operations in Lahore, Pakistan and in 2011 further expanded its sales center operations into Karachi, Pakistan. The Resource Group, dgss majority shareholder, provided key logistical and operational support in helping Digital Globe Services Inc. establish its offshore operations, including its sales center and technology development teams. As part of the corporate reorganization completed in Dec. 2012, dgs was fully independent from The Resource Group in its control of all operations, and dgs now includes a company whose sole purpose is to be the principal provider of all of its offshore operational needs.Dgs continuing mission has been to establish itself as the leading provider of outsourced online customer acquisition services, achieved through its focus on having the premier technology platform for price positioning and procurement of paid search advertising.dgs works with numerous clients across several industries, but with specific expertise and experience in the verticals listed below.INDUSTRY AND CHANNEL KNOWLEDGEDigital Direct Response is about reaching the right customer with the right message at the optimal moment within the channel the customer prefers to engage. This same philosophy applies across industry verticals. Matching up these verticals, with the proper channel, to drive opportunity and sales traffic is critical to the success of any campaign and client relationship.dgs has a deep understanding of a broad range of industry verticals in addition to best in class channel platforms. We have the resource knowledge to best match and integrate these channels/verticals to optimize campaign performance.

SWOT ANALYSISSTRENGTHS Good salary packages and benefits for employees attract and retain talent. WEAKNESSES Latest procedures and best practices are not adopted Technological backwardnessOPPORTUNITIES Investment in IT and latest technologyTHREATS Political instability and pressure can harm the operations of DGS

In perceived organization prestige is a mixer of eight different questions who consist on strongly disagree, disagree, neither agree or disagree, agree and strongly agree and then we major the result of that. In this pie chart telling us about the state bank of Pakistan employee perceived organizational prestige. Green color shows 26% small amount of people are neither agree or disagree. Blue color is tell us about 4% employees are strongly disagree and Red color is tell us about 11% employees are disagree besides this Purple color 44% and Peach color 15% shown about agree or strongly agree are about more than 59% employees perceived organization prestige in Digital global Service. It is a high perceived organization prestige compare to any other organization.

In perceived organization support is a mixer of eight different questions who consist on strongly disagree, disagree, neither agree or disagree, agree and strongly agree and then we major the result of that. In this pie chart telling us about the Digital Global Service employee perceived organizational prestige. Green color shows 24% very small amount of people are neither agree or disagree. Blue color is tell us about 4% employees are strongly disagree and Red color is tell us about 13% employees are disagree besides this Purple color 50% and Peach color 9%.

Organizational identification consists of six questions in which include Agree, Strongly agree, nor or neither, Disagree and strongly disagree. In this connection we put the survey data on Excel to find the result about the organization employees. Now here the pie chart is telling us about the Digital Global Service employee organizational identification. Green color shows 23% small amount of people is neither agree or disagree. Blue color is tell us about 2% employees are strongly disagree and Red color is tell us about 6% employees are disagree besides this Purple color 50% and Peach color 19% shown about agree or strongly agree.

Turnover Intention consists of three questions in which include Agree, nor or neither, and disagree. In this connection we put the survey data on to find the result about the organization employees. Now at this time pie chart is telling us about the Digital Global Service employee turnover intention. Green color shows 34% very small amount of people are neither agree or disagree. Blue color is tell us about 10% employees are strongly disagree and Red color is tell us about 31% employees are disagree besides this Purple color 19% and Peach color 6%.

Job satisfaction consists of three questions in which include Agree, nor or neither, and disagree. In this connection we put the survey data on Excel to find the result about the organization employees. Now at this time pie chart is telling us about the Digital Global Service employees Job satisfaction. Green color shows 18% very small amount of people are neither agree or disagree. Blue color is tell us about 7% employees are strongly disagree and Red color is tell us about 16% employees are disagree besides this Purple color 46% and Peach color 13%.

Readiness for change consists of seven questions in which include Agree, Strongly agree, nor or neither, Disagree and strongly disagree. In this connection we put the survey data on Excel to find the result about the organization employees. The pie chart is telling us about the Digital Global Service employees Readiness for change. Green color shows 13% very small amount of people are neither agree or disagree. Blue color is tell us about less than 4% employees are strongly disagree and Red color is tell us about 5% employees are disagree besides this Purple color 56% and Peach color 22%.