TRG Pakistan is the country's largest BPO provider, established in 1999. It has over 1,200 employees providing services to Fortune 1000 companies. TRG's vision is to build a dynamic team of customer service associates and deliver cost-effective strategies to leading organizations. It operates 24/7 from modern facilities. TRG follows an organizational structure with country managers overseeing divisions and departments which further divide into managers, supervisors, team leaders and agents.

2. Organizational Behavior of
TRG
By:
Ahad Ali Khan
Saud Naqvi
Muhammad Arsalan
Haris Hanif
Submitted to:
Mr. Ayaz Rafiq

3.  (TRG) Pakistan is the country’s largest provider of BPO
services
 TRG set up its operations in 1999 by establishing a contact
center in Lahore with a total strength of 50 employees.
 It became the first listed IT-enabled services company of
Pakistan.
 1,200 employees
 Its professional teams is providing several Fortune 1000
companies.
 It is amongst the top 30 public companies in Pakistan.
 Performed the largest equity raising at Karachi Stock
Exchange in the past decade.
 Operating 24/7/365, our facilities offer maximum flexibility
to serve your customers at their convenience.

4. Vision:
 To build the industry’s most dynamic team of customer service and
marketing associates
 To deliver cost-effective, high impact customer management
strategies to the world's leading organizations.
Mission:
 To provide reliable, consistent, & predictable performance.
Values:
 Our values are beliefs that penetrate deeply into our culture.
 Our employees embody each value and live by them in their
everyday work.
 Our values are the foundation upon which we deliver unsurpassed
value and exceptional solutions to our clients every day.

5. Strength:
 Its open 24 hours day and night.
 Fully equipped modern facilities.
 High quality network infrastructure.
 Open door policies for employees.
 Highly qualified staff, skill and high level of commitment.
 Enjoy strong community support.
Weakness:
 Hard and fast rule for employees.
 Competitors like Exact Global
 Low salaries to employees
 Regular bonuses

6. Opportunities:
 Open door policy
 Equal chances (job opportunities)
 Chances of getting good post
 Good incentives
 Healthy environment for employees
Threats:
 Competition (Exact)
 Political stability

7. From top to bottom,
Country manager “Nadeem Elahi”
Divided Managers: (they report to country manager)
Like,
1. HR Manager
2. Operation Manager
Then,
 Senior Managers
(They report to Directors)
Then,
 Managers
(They report to senior managers)

8. then,
 Systematic Managers
(they report to managers)
 Lead Supervisors:
 Supervisors
 Team leaders
 Bottom layers
(Agents)

9.  In lahore & Karachi they have different set of
businesses
 TRG is an umbrella and IBEX Global comes
under it.
 IBEX Global is listed in UK Stock exchange
 They take different business from different
people
 They have foreign reporting department from
which they report to other organization as well
 They have HR Team that works in night shift
for U.S work Department.

10.  Effective (Zardari is the example)
Zardari was not the successful leader but he
was effective leader.

11.  By dividing departments into sub
departments
HR Department Example:
Hr1 HR2
 These both dept. report to the same HR
manager.
 It makes work more effectively & accurately

12.  No concept of discrimination.
 Everyone is important & faces same level of
treatment
 No discrimination on the basis of religion,
cast etc

13.  By events
 (cricket, football tournaments)
 Annual functions
 Bonuses (Every month)
Hiring Process Of IBEX:
 First they encourage inner people to get in better
position
 If they didn’t find any candidate from organization,
then they go outside
 Interviews, tests etc

14. Job Satisfaction:
 By providing different pay structure
 Facilities related to their job
Job Involvement:
 Employees commitment ability
 Knowledge surrounds the job commitment
 Involves personal bonuses

15.  Professionalism Personality
 English accent
 Dressing
Stress Level:
To manage stress, TRG
 Arrange dinners
 Picnics
 Outings
To discuss issues & solve like a friends.

16.  IBEX have different people in organization
 IBEX works with different mind perception
 IBEX managers & Employees are in same scale working
together
 Bringing all perception in one scale
 Everyone should have same perception for effectiveness
Moods:
 Open door policy.
 Management appreciate employees in resolving their
issues

17.  Rationally basis decision
 Every decision has a back plan
 Take time to make decision to be more
effective and accurate

18.  At some point TRG follow the organizational model.
 Motivation plans that TRG give to their employees so that
they could level there stress and get motivated are an
exception.
 Stress is a major issue in every organization that I know of
and lowering it is better and effective for the organization.
 TRG uses theory X of motivation, they get motivated to work
by their own and can’t differ to question why not because the
things that are done to motivate them and level the stress are
important.
 TRG is and open door policy based organization, its level of
diversity is huge, hiring process is good.