INTERNSHIP REPORT

ALLIED TELECOM

Submitted By

Muhammad Ahsan Ali

ML-MTN-FL19/BBA-773

BBA (Hons.)

Summer 2022

06 June 2023

NUML Multan Campus

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 Declaration Form

I, M. Ahsan Ali, Registration No ML-MTN-FL19/BBA-779 program Bachelor of

Business Administration have completed my internship report of 6 weeks
at (Allied Telecom) under the supervision of Muhammad Salahuddin
Bhutto.

Signed by Student:

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 Faculty of Management Sciences

It is hereby certified that report been thoroughly and carefully read and recommended

to the Faculty of Management Sciences for acceptance of Final Internship Report. By

Muhammad Ahsan Ali, Roll No. MC-3239, Session (Sep 2019 to June 2023) Morning,

in partial fulfillment of the requirements for the degree of Bachelor of Business

Administration of the National University of Modern Languages Multan.

Date: May 30, 2023

Supervisor Name

Supervisor Signature

Panel Member Name

Panel Member Signature

Head of Department:

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 Acknowledgment

I sincerely thank Allied Telecom Company for letting me complete my internship at

their prestigious company. I sincerely appreciate all the assistance, direction, and
mentoring from the administration and staff during my internship. I also want to thank
the Multan campus faculty and the National University of Modern Languages staff for
their unwavering encouragement and assistance throughout my academic career. My
knowledge and skills have been significantly improved by their advice and
experience. I appreciate Allied Telecom Company, my employer, and the entire staff
for their unwavering support and sage advice. Their eagerness to impart their
knowledge and give me worthwhile learning experiences has been crucial to my
personal and professional development. I also want to thank my family and friends for
their unwavering support and belief in me. Their unwavering support has given me
courage throughout this internship. Finally, thank everyone who contributed to the
success of my internship, whether or not they were directly involved. I sincerely
appreciate all your help and cooperation, which has been greatly appreciated.

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 Executive Summary

The internship report is quickly summarized in this executive summary. The report
primarily discusses my internship at Allied Telecom Company, a communications
company. It includes a summary of the weekly duties and commitments, an
introduction to the company's business division, a review of the internship program,
and a discussion of the learning opportunities experienced during the internship.

The study emphasizes the education that was gained from the NUML facility in
Multan. Throughout the internship, effective communication, problem-solving,
cooperation, and time management were among the skills that were taught. The study
also highlights the values and conduct observed, such as dependability, honesty,
tenacity, and professionalism—all of which are essential for fulfilling employment. A
SWOT analysis of Allied Telecom Company is also included in the study; this
analysis outlines the company's benefits, weaknesses, opportunities, and threats.
Additionally, it offers solutions for an issue that cropped up during the internship—
namely, the dysfunctional system for resolving complaints. Implementing a customer
relationship management system, giving customer service representatives thorough
training, and regularly conducting customer satisfaction surveys are additional
potential treatments.

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 Table of Contents
Acknowledgment .................................................................................................................. iii
Executive Summary ...............................................................................................................v
Introduction to the Organization ..........................................................................................1
Overview of the Organization ...............................................................................................1
Brief History ...........................................................................................................................2
Summary of all the departments...........................................................................................3
Plan of internship program ...................................................................................................5
Brief Introduction ..................................................................................................................5
Internship Weekly Schedule Week 1:...................................................................................6
Week 2: ....................................................................................................................................6
Week 3: ....................................................................................................................................6
Week 4: ...................................................................................................................................6
Week 5: ....................................................................................................................................7
Week 6: ....................................................................................................................................7
Learning Experiences ............................................................................................................8
a.Knowledge acquired ............................................................................................................8
b.Skilled Learned ...................................................................................................................8
c.Observed attitudes and gained values ...............................................................................8
d.The most challenging task performed ...............................................................................9
Strengths .................................................................................................................................9
Weaknesses .............................................................................................................................9
Opportunities ........................................................................................................................10
Threats...................................................................................................................................10
Problem Identification and Solution ..................................................................................11
a.Problem Identification ......................................................................................................11
a.Consequences of the current problem .............................................................................11
b.Solutions .............................................................................................................................11
References: ............................................................................................................................13

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 Introduction to the Organization

Allied Telecom Company is a significant telecommunications company that provides

communication services to individuals, businesses, and organizations. In today's
hurried, interconnected world, telecommunications are crucial for connection, data
transit, and communication. A telecom business by the name of Allied Telecom
focuses on offering a variety of services to its customers. Networking solutions, data
transfer, internet access, landline, mobile phone services, and other
telecommunications-related goods and services are a few examples of these services.
The company competes with other telecom providers in a fiercely competitive market
to meet consumers' increasing expectations. This industry stands out due to the rapid
advancement of technology, the need for effective communication solutions, and
changing consumer preferences (Allied Telecom, n.d.).

Allied Telecom Company makes ongoing investments in cutting-edge infrastructure,

human resources, and technology to remain competitive. It works hard to provide top-
notch, innovative services that satisfy its customers' changing needs. The company
wants to dominate telecoms by providing dependable connections, useful
communication tools, and first-rate customer support. Allied Telecom Company
prioritizes its customers' satisfaction to forge lasting relationships with individuals,
companies, and organizations. It aims to deliver seamless communication
experiences, support initiatives for digital transformation, and foster the expansion
and success of its clients.

The telecommunications sector is setting the bar for connecting people, speeding
digital transformation, and supporting the growth of a wide range of businesses in the
contemporary digital era, including e-commerce, healthcare, finance, entertainment,
and education. Telecommunications businesses actively spend on infrastructure
development, R&D, and customer-focused solutions as the need for faster, more
reliable, and more secure communication keeps rising. Market dynamics, legislative
frameworks, shifting consumer and corporate expectations, and technical
improvements all impact this sector (Allied Telecom, n.d.).

Overview of the Organization

Allied Telecom is a well-known business in the communications industry. Since its

inception, Allied Telecom has established a strong reputation for offering outstanding

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services to a diverse clientele to provide complete communication solutions.
Innovation and customer satisfaction have been the company's top priorities
throughout its long existence. Allied Telecom has developed strategic alliances over
its many years of experience to broaden its service offerings. Allied Telecom, a
leading telecommunications company, provides various services to meet its
customers' shifting needs. These offers include network solutions, data transmission,
Internet access, and other telecommunications-related services in addition to fixed and
mobile phone services (Allied Telecom, n.d.).

The robust infrastructure of Allied Telecom, which provides customers with

dependable access and communication, is one of the company's most valuable assets.
The company invests in cutting-edge technologies to maintain its dominance in the
rapidly evolving telecoms industry. The market in which Allied Telecom competes is
marked by novel technological developments and changing consumer preferences. To
maintain its competitive advantage, the company adapts to market changes frequently,
welcomes innovation, and emphasizes top-notch customer service. At Allied
Telecom, customer satisfaction is our top priority. The company takes great pride in
providing excellent customer service, responding to customer issues quickly, and
maintaining reliable connectivity. Allied Telecom works to understand and foresee its
customers' needs to forge lasting relationships and promote customer loyalty.

Brief History

Here is a brief history of the accomplished past of Allied Telecom Company. The
business was founded in [1990] to rise to the top of the communications services
market. It has grown and changed to play a big part in the market. At first, Allied
Telecom focused primarily on providing residential and commercial customers with
standard landline telephone services. As technology advanced and consumer
preferences changed, the company adjusted its product lineup to meet changing
market demands. Due to the expansion of mobile communication and the internet,
Allied Telecom expanded its offerings to include mobile phone services and internet
connectivity solutions. This tactical decision allowed the company to seize
opportunities and serve a larger customer base. Allied Telecom has consistently
committed to innovation and technological advancements in the telecommunications
industry (Allied Telecom, n.d.) Competitors Mastek Ltd., a significant player in the
telecommunications industry, is another fierce rival. Mastek is known for its cutting-

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edge technology and reliable network infrastructure. They offer cutting-edge services
like fiber-optic connectivity, high-speed internet, and customized business solutions.
Mastek is a formidable competitor to Allied Telecom because of its emphasis on
delivering exceptional customer experiences and tailored solutions (Mastek, n.d.).

3i Infotech Ltd. is another significant competitor in the market. As a part of integrated

communication solutions, they specialize in providing phone, data, and cloud
services. The company 3i Infotech, which also meets the communication needs of
businesses, is well known in the commercial sector. Their ability to provide
dependable and secure communication services makes them a serious competitor for
Allied Telecom, particularly in the corporate market (3i Infotech, n.d.).

The telecom industry's competitive environment constantly shifts as new businesses

enter the market and long-standing rivals adjust to keep up with them. In this
competitive market, Allied Telecom must continually assess the strategies and
products offered by its competitors to succeed (Aqeel, Hanif & Malik, 2017). Allied
Telecom can maintain its position and attract devoted customers by recognizing
market trends, capitalizing on its competitive advantages, and differentiating itself
with better service quality and innovative solutions.

Summary of all the departments

The smooth operation of the business and the delivery of its telecommunications
services depends on the cooperation of every department within the Allied Telecom
Company. The following is a list of Allied Telecom's major divisions:

Marketing Department: This division promotes Allied Telecom's services, draws in

new customers, and retains existing ones. The team develops marketing strategies,
gathers market data, plans advertising campaigns, and collaborates closely with the
sales team to generate leads and promote sale.

Customer Service Department: The customer service department is the customers'

primary point of contact. They respond to inquiries, provide technical assistance,
address complaints, and ensure customer satisfaction. This department is essential for
developing strong client relationships and meeting customer expectations.

Finance and Accounting Department: The Allied Telecom finance and accounting
department oversees budgeting, financial operations, financial reporting, and financial
analysis. They oversee accounts payable and receivable, monitor financial
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performance, and ensure that regulations are followed. The maintenance of financial
stability and the facilitation of strategic decision-making depend heavily on this
division.

HR Department: The human resources division at Allied Telecom oversees hiring,

training, performance evaluations, and employee relations. They oversee personnel
policies, employee compensation, and benefits and ensure that labor laws and
regulations are followed. The HR department is essential for attracting top talent,
retaining them, and fostering a positive workplace culture

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 Plan of internship program

 A brief introduction

I had the chance to work in Allied Telecom Company's sales and marketing division
during my internship. This industry is essential for promoting the business's services,
attracting new clients, and preserving long-term client relationships. It places a high
value on creating successful marketing plans and ensuring customer satisfaction
through providing excellent service.

 1st July through 15th August was the span of my internship. The company
gave me the chance to work there for 10 weeks.

 I received training in the following areas during my internship:

Marketing Department: I was allowed to work in the Marketing Division for 2

weeks. Here, I discovered the various marketing techniques and methods applied to
advertise Allied Telecom's products and services. I participated in the creation of
marketing strategies, research into competitors, and analysis of market trends. This
talk taught me a lot about how to market and position products in a cutthroat market.

Sales Department: I worked in the sales department for 2 weeks, where I acquired
knowledge of the sales procedure. I supported the sales team in terms of lead
generation, market analysis, and customer relationship management. I learned the
value of solid client relationships and efficient communication due to this experience.

Customer Service Team: I closely collaborated with the customer service team for 1
week to learn about client support and satisfaction. I gave them information, helped
them with problems, and thought of original ways to meet their needs. My
interpersonal and problem-solving abilities were enhanced due to this experience,
which helped me adopt a customer-centric mindset.

Operations Division: I spent some time working in the operations division, where I
gained knowledge of the operational side of the communications sector. I learned how
to handle logistics, construct network infrastructure, and install equipment. Due to this
training, I possess a thorough understanding of the operational procedures associated
with offering telecom services. I was given training in various fields, enabling me to
comprehend every aspect of Allied Telecom's operations fully. As a result of this
training, I expanded my skill set and gained a thorough understanding of the telecoms
industry.
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Internship Weekly ScheduleWeek 1:

 Market research was carried out to assist the sales team with lead-
generation tasks.Additionally, potential customers were found.

 Learned critical negotiating and communication skills by participating in

sales meetingsand watching the sales process.

 Maintained trustworthy logs of sales activities and current client databases.

Week 2:

 Aided in the creation of marketing plans and materials by the marketing

team.

 Allied Telecom examined market trends and competitor information to

find potentialdevelopment opportunities.

 Created promotional materials and helped create content for social

networking sites.

Week 3:

 Worked with the customer service division to assist customers and

respond to calls andemails.

 To quickly develop solutions to help, handle customer complaints, we

researched theproblems and worked with pertinent departments.

 Customer service training to enhance communication and problem-solving

skills.

Week 4:

 Worked closely with the operations division to fully understand the network
architecture and equipment deployment.

 Network connection problems were identified and resolved to guarantee the

proper operation of communication services.

 While assisting in the planning and tracking equipment deliveries to various

sites, I gained knowledge of logistics planning and management.

 He has researched the best customer loyalty and retention strategies available.

 We devise plans to boost customer satisfaction and create enduring

connections with them.

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  I Attended meetings with the sales and marketing divisions to share new
suggestions for enhancing customer service.

Week 5:

 He has researched the best customer loyalty and retention strategies available.

 We devise plans to boost customer satisfaction and create enduring

connections withthem.

 I Attended meetings with the sales and marketing divisions to share new
suggestions forenhancing customer service.

Week 6:

 Assist the finance and accounting department with data entry and invoice
processing.

 Acquired expertise in financial analysis and budgeting methods and insights

into the telecom industry's financial operations.

 The preparation of financial reports and account reconciliation received

assistance.

 Helped the marketing team plan and go to trade shows and other events in
the industry.

 Surveys and data analysis were used to find market trends and customer
preferences.

 Presentations and reports on marketing were produced.

 Created sales concepts and presentations for new customers with the help of
the sales team.

 Prepared contracts and other paperwork for potential clients.

 Participated in team meetings and offered advice on boosting revenue and

attracting more customers.

I actively participated in a variety of tasks and responsibilities throughout my

internship. I strengthened my practical skills in operations, finance, technology,
customer service, sales, marketing, and human resources. I was able to understand
how Allied Telecom functions as aresult fully.

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 Learning Experiences

 Knowledge acquired

I learned a lot of practical information during my internship at Allied Telecom, which

helped me with my NUML studies. I was proficient at applying the theoretical ideas I
had learned in various courses to actual situations.

I've learned the value of forming and maintaining solid client relationships from my
experience in the customer service division. The emphasis on customer loyalty and
satisfaction in this content helped me remember the lessons I had learned in my client
relationship management course. As a finance and accounting team member, I was
exposed to financial analysis procedures and became acutely aware of the significance
of accurate financial reporting. The Information I learned from this material improved
my financial management coursework at NUML, where I studied financial statements
and analytical methods.

 Skilled Learned

I learned various skills that apply to my career during my internship. I worked in

several departments where good communication was essential. Through frequent
interactions with coworkers, clients, and customers, I improved my written and verbal
communication skills, enabling me to convey ideas formally and effectively. During
my internship, I encountered many challenges that improved my problem-solving
abilities. I became better at analysis and cause-and-effect thinking. Throughout my
practicum, I used the problem-solving frameworks I had learned in NUML courses,
like Business Decision Analysis. The value of working together as a team was
emphasized through collaboration with numerous teams and departments. I learned
how to successfully contribute to a team, consider different viewpoints, and work
toward shared objectives (Saeed et al., 2013). Thanks to the group projects and
assignments I completed in NUML classes like Organizational Behavior and Project
Management, I was well-prepared for this part of my internship.

 Observed attitudes and gained values

Employees at Allied Telecom showed a commitment to their jobs and a strong work
ethic. I was moved by their dedication to their work and motivated to strive for
excellence and give it my all. Dependability and dependability were highly regarded

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in a hectic environment. The respect of their peers was earned by coworkers who
consistently met deadlines and handled their responsibilities. This assertion
emphasized the significance of keeping one's word and upholding commitments
(Ministry of Information Technology and Telecommunication, n.d.).

 The most challenging task performed

During my internship, one of the most challenging tasks I was given was developing a
thorough marketing strategy for launching a new service. This necessitated market
research, consumer preference analysis, and the creation of marketing collateral.
(Imtiaz, Khan & Shakir, 2015)

SWOT Analysis

Strengths

Thanks to several advantages, Allied Telecom is competitive in the intensely

competitive telecommunications business. To begin with, the business enjoys a
sizable volume of repeat business and is well known in its target market. This is the
direct result of the company's efforts to offer its customers top-notch communication
services. For Allied Telecom's clients, reliable network design guarantees constant
connectivity. Employees' wealth of knowledge and skill contributes to the company's
success and providing high-quality services to customers. Allied Telecom has
employed cutting-edge technological solutions to keep up its position as the industry
leader in technological innovation.

Weaknesses

Allied Telecom has a lot going for it, but a few issues also need to be worked out. The
limited number of services offered is one of its drawbacks. The business's reliance on
conventional telecommunications services may restrict its ability to grow in a shifting
market. Allied Telecomalso faces a challenge from geographic expansion. It would be
challenging to serve as many customers as possible if the company's services were not
accessible everywhere. Additionally, the company may need to increase its spending
on refining customer service procedures and resolving potential response or complaint
management issues.

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Opportunities

The telecommunications industry presents Allied Telecom with several exciting

opportunities. A significant potential is the rising demand for data services and high-
speed Internet. The company may add more data packages and faster internet
connections to its portfolio to meet the growing demands of users and businesses. The
development of 5G technology creates fresh opportunities. Allied Telecom may
become the industry leader in the next generation of telecommunications services by
investing in 5G infrastructure. Strategic partnerships or acquisitions also aid
companies in diversifying their service portfolios and gaining market share (Ministry
of Information Technology and Telecommunication, n.d.).

Threats

Due to the intense competition in the sector, Allied Telecom must deal with various
risks. Any business faces significant obstacles when well-established competitors with
larger market shares and more comprehensive service offerings are present. With
rivals who could afford to buy new equipment and provide competitive pricing, Allied
Telecom would need help to stay in business. Government initiatives and changes to
regulatory requirements may also impact on the telecommunications industry.
Businesses may need help to guarantee data security and privacy while maintaining
compliance with constantly changing legal requirements. Long-standing
telecommunications companies like Allied Telecom face a challenge from the rapid
development of technology and the appearance of new communication platforms and
services.

A thorough analysis of Allied Telecom's SWOT analysis, which identifies its

strengths, weaknesses, opportunities, and threats, may reveal areas for improvement.
The telecommunications industry needs strategies to build on its strengths, address
weaknesses, seize new opportunities, and protect against impending threats to
maintain its development and competitiveness.

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 Problem Identification and Solution
a. Problem Identification

During my internship at Allied Telecom Company, I learned how ineffective the

system was at handling customer complaints. Customer complaints were only
sometimes promptly or effectively addressed, which occasionally led to annoyance
and even client churn.

b. Consequences of the current problem

Due to a subpar complaint resolution procedure, the company currently deals with
several unfavorable effects. First, it causes dissatisfied clients to switch to a rival,
costing money and market share. Additionally, it damages the company's reputation
because bad customer service can ruin a brand. Third, forcing the business to spend
more to make up for lost sales might make acquiring new clients more expensive.

c. Solutions

To address the issue of insufficient complaint resolution, the company may take the
following actions:

Streamline and consolidate the complaint-handling process: A designated team or

department should receive, document, and handle customer complaints. This
emphasis guarantees that problems are taken seriously and resolved immediately. It is
advisable to install CRM (customer relationship management) software. Using a
CRM system might make tracking and responding to customer issues easier. It allows
the company to manage client information, keep track of the progress of complaints,
and make quick fixes.

Provide thorough training for customer service representatives: Teach customer

service representatives how to solve issues, interact with customers, and speak clearly.
This gives them the skills to listen to client problems with empathy and develop
practical solutions.

Regularly assess customer satisfaction: Create a plan for gathering consumer feedback
to identify recurring problems and potential expansion opportunities. By utilizing this
data, complaint management can be continually enhanced, and the root causes of
dissatisfaction can be dealt with. With better handling of customer complaints, Allied
Telecom Company may see an increase in customer loyalty, a decrease in customer
churn, and a better reputation.

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Conclusion

My internship at Allied Telecom solidified my solid understanding of the business

world. To supplement my NUML education, I worked in various industries and
gained practical experience in marketing, customer service, and finance. I learned
about financial analysis, marketing strategies, and customer relationship management,
all directly related to the NUML lessons I had previously taken. This synthesis of
academic and real-world knowledge enhanced my comprehension and equipped me
for my future professional objectives. Throughout the internship, I was able to pick up
various skills essential for a successful career. During my time at Allied Telecom, my
communication, problem-solving, and teamwork abilities were emphasized and
developed. These abilities might be useful in various professional settings aside from
my internship. I also realized the importance of traits and ideas like dependability,
tenacity, and ongoing learning. These characteristics are typical of Allied Telecom
employees and are requirements for promotion. The hardest task I had to complete
during my internship was writing a thorough marketing strategy. This task tested my
project management, creative problem-solving, and problem-solving skills. I finished
the assignment and gained important experience in strategic marketing through
collaboration, research, and iterative revision. A SWOT analysis may be performed to
assess Allied Telecom's strengths, weaknesses, opportunities, and threats in the
cutthroat telecommunications market. The analysis findings showed the firm's assets
and liabilities. Allied Telecom will be able to keep and expand its market dominance
by capitalizing on its advantages, seizing opportunities, addressing threats and
weaknesses, and enhancing its strengths. I gained knowledge, perspectives, and skills
from my internship with Allied Telecom that I may use. I value the chance I must
help the business grow and the advice and help I receive from my coworkers and
superiors. The skills I picked up during my internship will lay a solid foundation for
my future success in the workplace.

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References:

Allied Telecom. (n.d.). About. Retrieved from

https://www.alliedtelecom.net/about/Mastek. (n.d.). Retrieved from
https://www.mastek.com/

3i Infotech. (n.d.). Retrieved from https://www.3i-infotech.com/

Aqeel, Z., Hanif, M. I., & Malik, M. S. (2017). Impact of co-branding and brand
personality on brand equity: A study of telecom sector in Pakistan. Journal of
Business and Retail ManagementResearch, 12(1).

Saeed, R., Lodhi, R. N., Iqbal, A., Nayyab, H. H., Mussawar, S., & Yaseen, S.
(2013). Factors influencing job satisfaction of employees in telecom sector of
Pakistan. Middle-East Journal ofScientific Research, 16(11), 1476-1482.

Imtiaz, S. Y., Khan, M. A., & Shakir, M. (2015). Telecom sector of

Pakistan: Potential,challenges and business opportunities. Telematics and
Informatics, 32(2), 254-258.

Ministry of Information Technology and Telecommunication. (n.d.). Pakistan

Telecom Rules.Retrieved from
https://moitt.gov.pk/SiteImage/Misc/files/Pakistan%20telecom%20rules.pdf

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Appendixes

Appendix –A

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Appendix-B

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Appendix-C

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Appendix-D

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