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Sales Force Automation
Conflict Mediation Training: case study on Call Centers |

THESIS

Thesis Advisor: Ms. Sabiha Abid

Group Members
Faiza Izhar –
Humaira Siddiqui –
MBA-Management Sciences

Acknowledgement

We begin with the name of Almighty ALLAH for giving us strength, potential and strong points to complete this entire significant research in a relevant manner.
We would like to thank our advisor Ms. Sabiha Abid for her great support, motivation and encouragement. Through her guidance, we have gained invaluable experience and insight related to the field of Human Resource Management and Organizational Behavior.
How far that little candle throws his beams!
So shines a good deed in a naughty world. -----William Shakespeare, Merchant of Venice
We quote the above verse for Director GlobalCom Solutions and 11 other call centers for their kind support to acquire data for survey.
We would also like to thank our families and friends who helped us and supported us in the completion of this research.

* Letter of Transmittal
March 30, 2013

MBA Coordinator&
Advisor and instructor,

SZABIST, Karachi.

Dear Madam,
We are submitting our final thesis entitled "Conflict Mediation: case study on call centers" as partial fulfillment of MBA Degree Requirement.
The main purpose of this thesis is enlightenment and understanding of Human Resource Management and Conflict Mediation training at organizations which help them to maintain the most important resource of human capital.
We earnestly hope that this thesis report will meet your expectations.

Sincerely,
Faiza Izhar

Humaira Siddiqui

Advisor's signature Coordinator's signature
Date_________________
* Executive Summary
People are the common element in any organization and considered as an Asset. To manage this asset, big organizations develop separate department as HR department. This department develops strategies and makes
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