PROJECT REPORT

DIGITAL GLOBAL SERVICE (DGS)

Presented to the faculty of the
DEPARTMENT OF BUSINESS ADMINISTRATION
IQRA UNIVERSITY NORTH NAZIMABAD CAMPUS
IN THE FULFILLMENT OF THE COURSE ORGANIZATIONAL BEHAVIOR
MBA (MORNING)

By
Kamran Hafeez
Muhammad Ahsan
Hafiz Adnan Mairaj
Dilawiaz Maqsood

Submitted to
Mr. Salman Abbasi

Table of Contents
Acknowledgement
Preface

Purpose of report

DGS 5
Historical background

Industry and channel knowledge

SWOT analysis
Strengths

Weaknesses

Opportunities 5
Threats

perceived organizational prestige

perceived organizational support

Organization identification
Job satisfaction

turnover intention 10
Readiness for change

11

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.

PREFACE

MBA 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 REPORT
We 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.

DGS

Dgs 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 prenegotiated 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 BACKGROUND
Jeff 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 KNOWLEDGE

Digital 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 ANALYSIS
STRENGTHS
Good salary packages and benefits for employees attract and retain
talent.

WEAKNESSES
Latest procedures and best practices are not adopted
Technological backwardness

OPPORTUNITIES
Investment in IT and latest technology

THREATS
Political instability and pressure can harm the operations of DGS

Perceived Organizational Prestige

Strongly Disagree; 3%
Strongly Agree; 15% Disagree; 11%
Neither Agree Nor Disagree; 26%
Agree; 44%

Strongly Disagree
Disagree
Neither Agree Nor Disagree
Agree
Strongly Agree

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.

Perceived Organizational Support

Strongly Disagree; 5%
Strongly Agree; 9% Disagree; 13%
Agree; 50%

Neither Agree Nor Disagree; 24%

Strongly Disagree
Disagree
Neither Agree Nor Disagree
Agree
Strongly Agree

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

Strongly Disagree; 2%
Disagree; 7%
Strongly Agree; 26%
Neither Agree Nor Disagree; 19%

Strongly Disagree
Disagree
Neither Agree Nor Disagree
Agree

Agree; 46%

Strongly Agree

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 Intentions

Strongly Agree; 6%
Agree; 19% Strongly Disagree; 11%
Disagree; 31%

Strongly Disagree
Disagree
Neither Agree Nor Disagree
Agree

Neither Agree Nor Disagree; 34%

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

Strongly Disagree; 7%
Strongly Agree; 13%
Agree; 45%

Disagree; 16%

Neither Agree Nor Disagree; 18%

Strongly Disagree
Disagree
Neither Agree Nor Disagree
Agree
Strongly Agree

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

Strongly Disagree; 4%

Disagree; 5%

Strongly Agree; 22%

Neither Agree Nor Disagree; 13%

Strongly Disagree
Disagree
Neither Agree Nor Disagree
Agree

Agree; 56%

Strongly Agree

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%.