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Geo tv

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Geo tv

  1. 1. TOTAL QUALITY MANAGMENTGROUP MEMBERSHAFIZ USMAN RANAMUBASHIR ISHFAQ ABBASIMUHAMMAD MEMOSH PERVEZ
  2. 2. TOTAL QUALITY MANAGMENT2 | P a g e MBA 3BContentsACKNOWLEDGMENT:....................................................................................................................................3INTRODUCTION:............................................................................................................................................4ABSTRACT:.....................................................................................................................................................6STUDY QUESTIONS:.......................................................................................................................................7PROJECT DESIGN AND ITS IMPLEMENTATION:.............................................................................................8MISSION STATEMENT: ................................................................................................................................10VISION STATEMENT: ...................................................................................................................................10ANNUAL OBJECTIVES: .................................................................................................................................10TOTAL QUALITY MANAGEMNT OF GEO......................................................................................................11BENCHMARKING:........................................................................................................................................11QUALITY COUNCIL:......................................................................................................................................12CONTINUOUS IMPROVEMENT:...................................................................................................................13RECRUITMENT OF EMPLOYEES:..................................................................................................................14EMPLOYEE TRAINING:.................................................................................................................................15EMPLOYEE MORALE:...................................................................................................................................16PERFORMANCE MEASURING CRITERIA: .....................................................................................................17CODE OF ETHICS:.........................................................................................................................................18ROLE PLAYED BY SENIOR MANAGERS:........................................................................................................19SWOT ANALYSIS:.........................................................................................................................................19Strengths:....................................................................................................................................................19Weaknesses: ...............................................................................................................................................20Opportunities:.............................................................................................................................................21Threats: .......................................................................................................................................................21PRODUCT DESIGN: ......................................................................................................................................22OBSTACLES IN ACHIEVING QUALITY: ..........................................................................................................22INTERNAL AND EXTERNAL CUSTOMERS AND THEIR FEEDBACK:................................................................23PROBLEMS IN CUSTOMER RETENTION:......................................................................................................24USE OF JURAN’S TRIOLOGY:........................................................................................................................25RECOMMENDATIONS: ................................................................................................................................26CONCLUSION:..............................................................................................................................................26
  3. 3. TOTAL QUALITY MANAGMENT3 | P a g e MBA 3BACKNOWLEDGMENT:DEAR ALLAH, thank you for blessing us with the gift of knowledge to celebrate your glorywith love and devotion, perhaps this is the modest way for us to thank.SIR MANZOOR IQBAL, our respectable teacher, thanks for being with us in all difficult andhard times. We really thank to him for his help and guidance. Due to his co-operation we areable to do this project in more decent and quintessence way. We are also very much thankful toour parents for their co-operation in all aspects of life. We are here due to their prayers and dueto their co-operation in all obstacles of our lives. Also thanks to our friends for encouraging us indifficult time, and supporting us whenever we need them, Thank You.In the end, we pray to Almighty Who loves listening to our prayers, please accept this humblethank from us with gratitude and devotion.Thank You!
  4. 4. TOTAL QUALITY MANAGMENT4 | P a g e MBA 3BINTRODUCTION:The project is about the total quality management of GEO TV which is one of theleading channels of Pakistan and if it is said that it is the first private news in the countrythen it will not b wrong as Geo started its operations in 2002 and is the pioneer in thisfield. Geo TV was started in 2002 with a well known sitcom named “Hum Sab UmeedSe Hain” in which first time mimicry of all the politicians and the government officialswas done and shown on media. Another Important thing about the channel was theconcept of giving news after every hour to keep people updated and aware ofeverything happening in the country and outside it. Its test transmission started on 14thAugust 2002 on the PAS 10 digital satellite. Regular transmission started on 1stOctober 2002.The National association of Broadcasters (USA). World’s largestassociation of broadcasters honored the GEO with the “Award for Quality” declaring itan international standard television channel. Geo is the fastest growing TV Channel inPakistan with ratings exceeding all satellite delivered TV channels in the market. Geohas the widest distribution on cable systems in Pakistan with 100% carriage within 90days of launch. Geo is known for its unique entertainment, hot talk shows, truthrevealing news and informative programs. There were many famous programs whichGeo TV gave including Aalim Online, Nadia Khan Show. Later in 2005, for the furtherexpansion it separated its News channel and started Geo News channel which startedproviding more news to the viewers. Dramas and other programs were then beingshown on separate channel that was Geo Entertainment. Now Geo is currently having 4channels. Two more channels, other than already discussed are Aag TV and GeoSuper. So, Geo is now operating news, music, serials and sports channels separatelyGeo is basically operated by very famous Jang Group playing its important role in publicawareness from last few decades, specially through print media in Pakistan. Peopleprefer Geo instead of CNN, BBC or any other channel because of its transmission innational language Urdu. Secondly, Geo broadcasts sizzling live talk shows in currentissues so that people get the awareness about both the negative and positive aspectsof the matter but also the veiled realities actually behind the exposed truth publically.The particular satellite which enables us to watch Geo News Live streaming on our TVsets, desktops, laptops, mobiles and many other advance electronic devices is named
  5. 5. TOTAL QUALITY MANAGMENT5 | P a g e MBA 3Bas PAS-10. Our TV sets and other devices capture these electronic signals and convertthem into video and audio signal so that we can watch and here them. Its is justbecause of this satellite that we can watch the live transmission of Geo TV at the sametime in different areas of the world at the same time with the same intensity. Minute byminute Live Geo News in different areas of a city and different cities of a country anddifferent countries in a continent and different continents in a world this is the blessing ofthe PAS-10 satellite system. According to longitude and latitude measurements of theworld this satellite is situated 68.5-Degree east and download Link Band of it is C-Band.Geo News as well as other programs are digitally transmitted at the frequency of about4114 Mega Hertz with horizontal polarity. While symbol rate of Geo News Live is 3300Mega bytes/second having FEC 2/3 and QPSK(auto) modulation.
  6. 6. TOTAL QUALITY MANAGMENT6 | P a g e MBA 3BABSTRACTIn the quality management of Geo, there are few important things like their benchmarking. Setting of benchmark is done at the Head Office which is located in Karachi.Benchmarking is done for the ratings and number of breaking news and other programsand serials etc. For the improvement in their quality, they always keep eye on theircompetitors. They always look what they are doing and Geo tries to do better thanthem. Geo considers Dunya News and Express News as its biggest competitors andthey try to keep their level higher than them. Their employee selection is like theyalways look for the people who are creative and have ability to generate new ideas asthey require new and innovative things and continuously improves themselves to bebetter than the others. As employee morale is must, so they keep arranging differentoffside activities like dinners or sports activities to keep their employees’ morale up. Oneof the reasons for the success of Geo is the advantage they have of being the pioneerin the field and the most important reason is that they consider each of their programsas a product and try to do better development of their products. Also their large amountof investments makes the availability of the budget with them.KEY WORDS: Benchmarking First Private News Channel First Sports Channel Creative Employees Availability of Budget Entertainment Activities Expenditure on Employees Training Treatment of Service as a Product Key Performance Indicators PTV National Antenna Channel Advertisements Sensationalism Exaggeration of News
  7. 7. TOTAL QUALITY MANAGMENT7 | P a g e MBA 3BSTUDY QUESTIONS:Our task was to judge the total quality management of Geo and for that there were fewquestions which we needed to explore and for that purpose we asked few questionswhich are; What do you do for the continuous improvement? What are your performance measuring criteria? On which basis you recruit your employees? Are your employees empowered? What kind of benching is used in Geo? You are not giving any product rather service, so what is the difference in thequality management of a product and a service? How can the concept of product design be implemented in your services? What do you think what is better in your organisation then any other channel? Do you have any obstacle in achieving quality? Any example for overcoming the problems? Quality Control Cost methods? What are the major sources of getting customer feedback? Who are your internal and external customers? How do you keep focus on them? Do you face customer retention problems? What are the ways you use for employee morale? What are their methods of employee training? Do you have any particular objective which you need to achieve say yearly orquarterly basis? How do you evaluate that you are getting what you need?
  8. 8. TOTAL QUALITY MANAGMENT8 | P a g e MBA 3BPROJECT DESIGN AND ITS IMPLEMENTATION:For knowing about the quality management of Geo, we needed to collect data whichcould help us to make our project and for that we visited the Geo office blue areaand met with Mr. Muhammad Saalar Janjua, Manager HR. It was so kind of him thathe gave answers to our questions in detail. Questions which we asked have alreadybeen discussed.We had to face few difficulties in getting the data. Firstly, we had to contact them timeand again because we were not able to get time from them for the meeting. Anotherproblem is that any organization cannot provide its internal information. In case of Geowe had the same inconvenience as Geo is a channel related to media and theirinformation is confidential and things related to quality management were also notavailable on internet and that is why we were not able to get answers of few questions.Not getting the answers was also due to the reason that the things were complicatedand in detail which could not be told to us. Another cause was our less familiarity withthe subject “Total Quality Management” due to which we could make more questions. If
  9. 9. TOTAL QUALITY MANAGMENT9 | P a g e MBA 3Bwe had studied more before making this project, we would have done better perhaps.Also we were not given any outline by the teacher. Though it was given to us later butthen, we could not visit the organization again because our calls were not picked inspiteof trying it again and again and due to that we could meet the manager again and wehad to stay with our own made questions.So overall we were able to get a satisfactory result and a good response from themanager and we got the answers in a friendly and supportive manner but we were notable to obtain full information due to the mentioned reasons which affected our projectand it could have been better in the absence of these factors.
  10. 10. TOTAL QUALITY MANAGMENT10 | P a g e MBA 3BMISSION STATEMENT:GEO informs and entertains while celebrating cultures and prompting dialogue in thespirit of "live and let live".VISION STATEMENT:“GEO will be the voice of freedom from the Asian subcontinent. It will highlight theissues of concern and the cultural richness of its people through information, discussionand entertainment. GEO will propagate transparency of responsibility that will ensure itsposition as the most credible and meaningful source of information, through qualityprogramming based on issues. GEO will provide entertainment audiences can relate to,thereby creating viewer loyalty and response. GEO will forge an alliance amongst itsthree stakeholders - viewers, advertisers and shareholders to maximize viewerownership. GEO will invest in human resources as it recognizes it to be the foundationupon which the GEO future will be built. It is this very foundation that will allow GEO toattain and sustain a leadership position, thus fulfilling the promise associated with itscreation.”ANNUAL OBJECTIVES:We were not told any specific objective. Their main objectives are just to retain in themarket with the same position they currently possess and provide their viewers thethings which they want to watch and increase the number of viewers and try shift theviewers of other channels to their own by providing them better stuff than thecompetitors.
  11. 11. TOTAL QUALITY MANAGMENT11 | P a g e MBA 3BTOTAL QUALITY MANAGEMNT OF GEOBENCHMARKING:We begin the Total quality management of the Geo with the “BENCHMARKING”.Benchmarking is mainly done in terms of “Ratings”, “Number of Breaking News”,Number of Talk Shows, Number of dramas etc. It is decided that what the number ofbreaking news is, which the channel should give. Mostly it is done by comparing withthe other channels and to be better than them, it is tried to be the most breakingnews providing channel.Then the number of other programs is also set, for-example, if Talat Hussain isdoing a kind of Talk show on another channel which Geo is not doing, Geo will try tomake such kind of program or rather make a better one than the other.In our view they should not only follow others, but also try to try to be the first one tomake new kind of programs like they are the pioneer of other things.
  12. 12. TOTAL QUALITY MANAGMENT12 | P a g e MBA 3BQUALITY COUNCIL:Quality Council of Geo consists of President, CEO, and the senior managers of differentdepartments like Hr, Finance and also they have made different councils for their fourdifferent channels and those councils are led by the main quality council. Their mainfunctions are; Proper allocation of resources. Improvement of quality management internally so that viewers are satisfied withperformance. The employees selected are capable to work according to the requirement. Proper training of the employees. The programs shown are of the kind which viewers prefer to watch and which willnot harm the reputation of the channel.These are the main departments in which Geo’s Functional activities are distributed andsenior managers from these departments are the part of the quality council,1. Geo News Department2. Entertainment Department3. Product Development Department4. Human Resource Department5. Geo Operations Department6. Finance Department7. Technical Department8. Marketing Department9. Sales Department10.Creative Department11.Music Programming Department12.Research Department13.Events Department14.Sports Programming Department15.Scripting Department16.Game Shows Department17.Communication Department
  13. 13. TOTAL QUALITY MANAGMENT13 | P a g e MBA 3B18.IT Department19.Fashion Design Department20.Children’s Division.Quality Council is an important part of the TQM of any organization. Therefore werecommend that it should perform its duties with diligence to maintain and retain thequality.CONTINUOUS IMPROVEMENT:For the continuous improvement firstly, the comparison with the other channels isdone. Geo consider Dunya News and Express News as its biggest competitors. Andtheir programs have been followed as well for bringing the improvement in Geoitself. Then obviously competent employees are the major source of their continuoussuccess and stability in the market. Employees are properly trained and given valueand continuously motivated and their morale is always kept high. Also, properperformance measure tools are applied for this purpose.Above all, Geo never compromises on its quality and for that quality control costsare used. Proper budget is allocated for the preparation and implementation of a
  14. 14. TOTAL QUALITY MANAGMENT14 | P a g e MBA 3Bquality plan and before that, proper inspection and evaluation is done so that thequality cannot be disturbed.RECRUITMENT OF EMPLOYEES:Recruitment of the employees is an important task and is done carefully. Thoseemployees are selected who are creative. As, an employee is the one who illuminatetheir screen, design their sets and promote their programs so, he should be the onewho is creative in nature and is able to generate new ideas. Continuousimprovement and changing is necessary to get the attraction of the audienceotherwise people will get bored of the old things and prefer other substitutes and atthis time of healthy competition it is really difficult to sustain yourself in the marketand employees are one of the most important source of the customer retention.During the employees’ selection, their qualities as required by their particular task todo, are seen. Fore-example, if an anchor is selected, it is to be seen that if he cantalk and he has the complete knowledge about that job and he can present in front ofthe people.Our group’s review about the recruitment is that it should done with great care as theemployees are one of the most important of the organization. They should becompetent and well trained to do their jobs and Geo gives great importance to thispart of the TQM and they should keep doing it to have the quality employees likethey currently have.
  15. 15. TOTAL QUALITY MANAGMENT15 | P a g e MBA 3BEMPLOYEE TRAINING:Employees are properly trained according to their particular jobs and properallocation of budget is done for the training. Fore-example, a reporter is trained forinteracting with the people and questioning them. They need to inform and give thenews of any incident as early as possible and give full detail of that incident i-e When did it happen? Where did it happen? Why did it happen?Then, a cameraman is trained to have an eye on the events and he should captureeverything which is necessary. So, the employees are trained and preparedprofessionally to perform their jobs effectively and the quality of the work does notaffect.
  16. 16. TOTAL QUALITY MANAGMENT16 | P a g e MBA 3BIn our group’s review, the training of the employees is significant as it is necessary tomake the employees capable of doing their work. If employees are not told and taughtabout their job, there will definitely be poor performance from them and ultimately thechannel will have to suffer.EMPLOYEE MORALE:Employee morale is to be always kept high to take work from them which isbeneficial for the organization and its performance. For that, employees are givenvalue and respect and motivated continuously. Yearly basis entertainment activitiesapart from the work are done like Annual Dinner in which all the higher and lowerranked employees are called and sit together which definitely assists in themotivation of the employees. Also Sports activities like Cricket Match are held. Also,on the basis of their performances, they are given rewards and incentives whichmake them motivated and they have strong intentions to work for the betterment ofthe organization. Annual evaluation of the employee’s performance is discussedwith the employee. There is an Idea Box in the reception room available toemployees and even visitors. All ideas are implemented and the generator of theidea is rewarded with a prize.
  17. 17. TOTAL QUALITY MANAGMENT17 | P a g e MBA 3BPERFORMANCE MEASURING CRITERIA:For the measurement of the performances of the employees, proper evaluation isdone. There are Key performance indicators for the achievement of their objectives.Fore-example, to be the quickest to inform people about the latest news, their keyperformance indicators are number of their reporters in a particular area andmeasurement of the efficiency of the reporters i-e how quick and accurate reportsthey can provided by their reporters. At the beginning of the year, it is told to everyemployee what the organization requires from them and then, at the end of the yeartheir performance is evaluated.
  18. 18. TOTAL QUALITY MANAGMENT18 | P a g e MBA 3BOur group’s review about the performance measuring criteria is that we were not giventhe answer about it in detail. It should have been in more detail for the betterunderstanding. We just recommend them to have a clear performance measuringcriteria so that the employees can also know easily about it. This clear and certaincriteria also helps in the motivation of the employees.CODE OF ETHICS:1) They have a No-Smoking environment however, they have specified a zone forsmoking only.2) Every employee has to display the GEO Identity Badge.3) All employees should conduct the display of Discipline strictly because of toomuch interaction with the other departments.4) There is no formal dress code except for certain levels such as, the Heads of theDepartments.5) Eatables are not allowed everywhere in the office except in the Cafe.6) Employees must reach and leave the office in the office timings.In our review, they have made a positive working environment through this code ofethics and they should keep following it so that the ethics of the organization shouldremain and the quality is not disturbed.
  19. 19. TOTAL QUALITY MANAGMENT19 | P a g e MBA 3BROLE PLAYED BY SENIOR MANAGERS:The major role of the senior managers is to maintain the quality and evaluate the goalsset by the management as to how close they are to achieving their objectives, and howmuch they have achieved. If Geo has not achieved its required goals they takefeedback and change their operational plans accordingly. The Top Management isresponsible for the SWOT analysis as well to judge that where the company is standingcurrently, what are their strengths or weaknesses, what are the things which they canget, what are the major threats from which they need to be careful and whatimprovements can be made.SWOT ANALYSIS:Strengths: First advantage of Geo is that it is the pioneer in this field. Geo introducedthe concept of presenting news after every hour. Geo started its services with a sitcom named, “Hum sab Umeed Se Hain” inwhich mimicry of the government officials and the politicians was shown. Thiskind of program was also shown on media first time by the Geo. Geo is running four channels now which are, Geo Entertainment Geo News AAG TV Geo Super.
  20. 20. TOTAL QUALITY MANAGMENT20 | P a g e MBA 3B Geo is associated with print media as well and is operated by the JangGroup. Geo has huge amount of investments which is another advantage of largebudget being available over other channels. Their investment on the employees is also worthy to be admired as they havemade their employees competent of their jobs for the best possible outputthrough proper training and investments.Geo introduced the first Pakistani sports channel, Geo SuperWeaknesses: Geo news spreads sensationalism and to gain attention of the viewers, theypresent simple news as breaking news. Exaggeration of news is common.
  21. 21. TOTAL QUALITY MANAGMENT21 | P a g e MBA 3B To be the first one to inform, they sometimes tell the cause of an incident withoutconfirmation. News related to the Bollywood is shown in the headlines, which should not begiven much importance.Opportunities: They can use their extensive network to give people in rural areas knowledgeabout the politics By this political culture can be improved. Other social values should be promoted.Threats: Their major threats are their competitors and biggest competitorsconsidered are Dunya News and Express News. PTV is the main competitor of GEO with regards to viewer ship because ofthe reason that geo is a satellite channel and is accessible in specificareas whereas PTV is a national antenna channel, which is easilyaccessible. They have to follow the rules made by the government and cannot actoutside the rules.
  22. 22. TOTAL QUALITY MANAGMENT22 | P a g e MBA 3BPRODUCT DESIGN:Geo is providing services instead of products and they consider their services as aproduct. That is why they design their services as products and always try to bringinnovations in them and new ideas are brought for the changing in their programs andimprovements strategies like, Refinement, Renovation and Reinvention, which are usedfor the improvement of products, are used in their services. Fore-example theycontinuously improve their appearance like title’s design etc. Geo introduced the firstsports channel of Pakistan. So, they are always found engaged in making the design oftheir services better.OBSTACLES IN ACHIEVING QUALITY:Geo has not faced much difficulty in achieving quality, only once in 2007, due to therecession, they faced inconvenience in achieving quality as they had to cut down theirbudget. They reduced their technical cost to overcome those external factors and withthe passage of time they were able to bring themselves back on track. But they neverallowed themselves to be worse than their competitors and they just tried to sustain inthe market. Another obstacle is that sometimes government bans the transmission ofGeo for its own interest.As ups and downs are the part of every organization’s business, So we recommendthem to just try to be patient in these kind of situations and try to sustain their positionand credibility.
  23. 23. TOTAL QUALITY MANAGMENT23 | P a g e MBA 3BINTERNAL AND EXTERNAL CUSTOMERS AND THEIR FEEDBACK:Internal customers include all of their employees which are the part of their operations inall four channels and their offices who are already discussed that they are highlymotivated and competent and their feedback is takes as well for the betterment of theorganization which ultimately assists in the better output.Their external customers are definitely the viewers but the biggest external customerswhich had a great influence on their performance as well, are the advertisingcompanies. Their attachment to the channel speaks the success of the channel and isan enough feedback which is received by them regularly.An example for the judgment of the feedback can be like an advertising company isoffering 175,000 rupees to any of the competitors for an advertisement and 200,000rupees to Geo, it will be an evidence of its success. It can also depend on the number ofadvertising companies want to engage with them instead the amount of money beingpaid by one.Also, a survey had been arranged recently which was named as “IPSOS Pakistan” inwhich feedback from people was taken but If it will not be wrong if it is said that thebiggest source of their feedback are the advertising companies.
  24. 24. TOTAL QUALITY MANAGMENT24 | P a g e MBA 3BPROBLEMS IN CUSTOMER RETENTION:Due to the continuous focus on the customers internally as well as externally, theynever had to face any major problem yet. One of the reasons is its comparativeadvantages over the other channels like its being pioneer and continuous improvementand that is why it has never been seen any decline in its popularity rather it has helpedthem in gaining more trust and better goodwill.We think that they really have no problem of customer retention due to the abovementioned reasons. Although people talk about geo that they create sensationalism, butstill it is the channel which is followed by most of the viewers.
  25. 25. TOTAL QUALITY MANAGMENT25 | P a g e MBA 3BUSE OF JURAN’S TRILOGY:We were not given any explanation about the use of Juran’s Trilogy. It is used indifferent situations and for different purposes and cannot be explained briefly. But wecan explain its use in Geo with the help of the things already mentioned in the repot.Three main parts of the Juran’s Trilogy are;1. Planning2. Controlling3. ImprovementPlanning:Planning is done by the senior managers which has been mentioned in the Roles ofsenior managers. They need to set the goals and objectives and convey them to theemployees and make strategies to achieve these goals. Fore-example it is the part oftheir planning to decide and allocate the budget and utilize the available resources.Controlling:About controlling, Manager whom we met, did not tell anything so, we assume thatcontrol over expenses and controlling their weaknesses are the part of this term.Improvement:Improvement strategies have been discussed in the Product Design part in which it istold that their services are considered as the products and for their improvement,strategies like renovation, Reinvention etc are used.So, this trilogy is not used specifically for every purpose and is used differently indifferent situations. But by keeping in view the above things, we can say that they areusing it pretty well for the retention of the quality which consequently assists in thesatisfaction of the viewers.
  26. 26. TOTAL QUALITY MANAGMENT26 | P a g e MBA 3BRECOMMENDATIONS:Geo should minimize spreading sensationalism and exaggeration of the simplenews. They need to stop this because this creates anxiety for the viewers. So, tostop creating this feeling of anxiety, they should avoid such sudden breaking news.Also, it has been seen that few programs are repeated again and again. Thisrepetition of the programs should not be done. As they have an extensive networkso, they should this network to educate people especially living in the rural areasabout the politics. So that they get awareness about the political factors and alsoother social values should be promoted. This awareness can be provided by makingmore programs to show on television or by different campaigns by going to the ruralareas. Overall, the channel has been working very well and is always one of thequickest and earliest to give latest news and it has to take advantage of its fameamong the people by increasing its network and also by taking part in more socialactivities.CONCLUSION:Geo is one of the leading channels in Pakistan, which was the first one tointroduce the concept of news after every hour. After geo, many channels havecome and are competing in this field but many factors like well trainedemployees, large amount of investments etc have kept Geo very strong for all.Dunya News and Express News are the toughest competitors of Geo. Geo has avery wide network which is spread around numerous countries of the world andmost important thing is that Geo has not allowed to get its quality worse and it isalways same. Moreover their investment on employees and their admirableemployee selection criteria, all have contributed well to maintain its quality
  27. 27. TOTAL QUALITY MANAGMENT27 | P a g e MBA 3BREFERENCES AND BIBLOGRAPHY:Mr. Salaar JanjuaHr Manager.Geo Office, Blue AreaIslamabad.Cell # 0300855067203458598966http://www.kaashtv.com/http://www.geo.tv/teamgeo/mainpages.htm

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