National University of Modern Languages Islamabad: Project On

____________Human Resource Management Project on Mobilink GSM______________
NATIONAL UNIVERSITY OF MODERN LANGUAGES

ISLAMABAD
Project on
Human Resource Management
Submitted by
Group-B
i. S.M. Faizan Alam (848)
ii. M. Asad Salim Malik(829)
iii. Hasham Mehmood (842)
iv. Nabeel Mukhtar (800)
Submitted to
Mr. Malik Muhammad Irfan
May 03, 2008
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Chapter One
Introduction of Project
Purpose
Human Resource Management is one of the important subjects

of Business Administration. When studying any fields of Human
resource all elements need to be scanned carefully because
they are all directly linked with Human. In this project, we are
going to analyze the HRM practices being practiced in an
organization.
Selection of Company
MOBILINK GSM COMMUNICATIONS
The reasons for selecting MOBILINK GSM COMMUNICATIONS

are:
 Multi-national firm
 Well-developed HR department
 Friendly environment
 Co-operative employees
Scope of Study
The human resource department of Mobilink is well established

and is the second biggest HR department in Pakistan. It has its
own rules regulations and manuals for each and every aspect
related to HR practices. The rise of multinational companies
and transnational corporations places new requirements on
human resource managers. Human resource must ensure that
the appropriate mix of employees in terms of knowledge, skills,
and cultural adaptability is available to handle global
assignments.
The scope of study of Mobilink’s HR department covers Human

resource planning, Recruitment and selection, Training and
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development, Performance appraisal, Compensations structure

of various levels of management, Job analysis of three
employees, Occupational health and safety policies followed,
SWOT analysis of HR system of company.
___________________________
Chapter Two
Brief Introduction of Company

The name of the organization is Mobilink GSM communication.
The nature of the organization is to provide mobile
communication to over 99 countries across the world. And it
also gives it consumers the access to different countries with
the collaboration of other companies like thuraya. Currently
Mobilink has 188 launching partners in 54 countries another 49
countries will be accessible after launching its thuraya.
Mr. Barry recently (The president of the Mobilink GSM) had

several important portfolios within Orascom Telecom the
largest Middle East and African Operator, the holding company
of Mobilink. Orascom Telecom operates 20 GSM network
licenses in the Middle East, Asia and Africa.
Mobilink GSM. A subsidiary of Orascom Telecom, started its

operations in Pakistan in 1994, and has become the market
leader both in terms of growth as well as having the largest
customer subscriber base in Pakistan - a base of over 30 million
and growing. They pride their selves on being the first cellular
service provider to operate on a 100% digital GSM technology
in Pakistan that also provides state-of-the-art communication
solutions to their customers.
In addition to providing advanced voice communication

services that makes the lives of millions that much easy, they
also offer a host of value-added-services to their prized
customers. At the same time, Mobilink places high importance
to its coverage, which is why they cover in 7000+ cities and
towns nationwide as well as over 120 countries on international
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roaming service. In other words, they speak our language,

everywhere.
With increasing usage of the Internet and the convergence

between data and cellular technologies, Mobilink's focus is on
the integration of Internet with its cellular offering. With this
objective in mind, they plan to invest heavily in Value Added
Services, which will result in increasing the efficiency and
effectiveness of cellular communications for their customers.
These include:
 High Memory Capacity SIMs

 Mobile commerce & Mobile banking with a
number of Banks
 Personalized services like Wake-up and Reminder
calls.
 Bill presentment on the web site.
 On-line bill payment facility for customers

 Wireless Application Protocol (WAP) services for customers
to access Internet applications on WAP enabled Mobilink
handsets.
Mobilink is the market leader in providing state-of-the-art

communication solutions to more than 14 Billion people in
Pakistan. They can proudly boast of being the first cellular
service provider in Pakistan to operate on a 100% digital GSM
technology. They offer tariff plans that are exclusively designed
to cater to the communication needs of a diverse group of
people, taking into account occasional users to businessmen.
To achieve this objective, they offer both post paid (Mobilink)
and the prepaid (JAZZ) solutions to their customers. In addition
to providing advanced voice communication services, they also
offer cost efficient data services to their customers. Keeping in
mind their customers’ convenience, they also deal in mobile
handsets, sold either independently or bundled in All-in-One
Packs.
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During the last five years, Mobilink has set up one of the
largest cellular networks in the country. Currently, they are
covering more than 750 cities and towns. This has involved an
investment in the company of more than US$ 1 Billion. They
have 14 Switches and more than 2,500 cell sites.
Orascom Telecom was established in 1998 and has grown to

become a major player in the telecommunication market in the
world. OTH is considered among the largest and most
diversified network operator in the Middle East, Africa and
Pakistan. It is a leading mobile telecommunications company
operating in seven emerging markets in the Middle East, Africa
and South Asia having a population under license of 460 million
in total population with an average penetration of mobile
telephony rate across all markets of 8%. Orascom Telecom
operates GSM networks in Algeria ("Djezzy"), Egypt ("MobiNil"),
Pakistan ("Mobilink"), Iraq ("IraQna"), Bangladesh
("Banglalink"), Tunisia ("Tunisiana") and Zimbabwe ("Telecel
Zimbabwe"). Orascom Telecom subscriber number reached
over 20 million subscribers as of June, 2005.
Orascom Telecom's operation in Pakistan, Mobilink, started its

operations in 1994, and until early 2001, had a market share of
40%. In April 2001, OTH took over management control of the
company and as of June, 2005; Mobilink served more than 7
million subscribers, representing a market share of
approximately 61% of total mobile subscribers in Pakistan.
Orascom Telecom has positioned itself as a leader in the region

for its diverse GSM operations, with various GSM support and
Internet operations. One of Orascom Telecom's main strategies
is to create its own non-GSM subsidiaries to act as a support for
its regional GSM operations. OTH has achieved this by
dedicating financial, technical, and management resources for
its subsidiaries. This includes network support and installation
of GSM operations, equipment procurement, handset
procurement and distribution companies, value Added
Services, and Internet operations.
OTH is dedicated to provide the best quality services to its

customers, value to shareholders, and a dynamic working
environment for its nearly 11,000 employees.
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Mobilink Mission Statement

“To be a superior communications service
company in Pakistan this provides the best
value to its customers, employees, business
partners and shareholders.”
Mobilink Vision
“To be the leading Telecommunication
Services Provider in Pakistan by offering
innovative Communication solutions for our
Customers while exceeding Shareholder
value & Employee Expectations.”
Slogan of the Company

Mobilink…reshaping lives!
Logo of the Company
Core Values
At Mobilink, our belief is that "Our people are our greatest

asset. We take great pride in acknowledging the contribution
each one of us makes. We focus on People Development and
for that we ensure:
 Staff Mobilink with world class Professionals and ensure that

the right systems are in place to encourage them to develop
to their full potential.
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 Create a collaborative and mutually supportive work

environment that encourages people to grow.
 Build a team of professionals who deliver expertise by

participating in business decisions.
 Develop Performance Management and reward systems

underlying our Business strategy.
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Organizational Structure
CEO
Vice President
HR Admin Information Customer Corporate

Security Technology Services Affairs
Strategy
Marketing Sales Finance Management
Director Director Director Director

Director Director Director Director
Manager Manager Manager Manager Manager Manager Manager Manager
Specialists Specialists Specialists Specialists
Specialists Specialists Specialists Specialists
Associates Associates Associates Associates
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Divisions of Company
Mobilink GSM has the following five divisions:
(1) Marketing (sales and recovery department are

included in this)
(2) Finance department
(3) Customer services
(4) IT department (technical department)
(5) Human resource department
The functions performed by these departments is as follows
Marketing & Sales Department

These are some of the marketing working procedure like
• Branding of the Product.
• Media Communications.
• Promotions.
• Retail /Distribution of JAZZ.
• International Roaming.
• Franchise Management.
• Direct Sales.
• Indirect Sales.
• Connects Service.
Finance Department
They are responsible for
• Processing of all Connections.
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• Vetting & Processing of Sales.

• Facilitation of Sales through daily support.
• Vetting & Verification of potential Customers.
• Control Inventory.
• Improve cash flow through prompt bill collection.
• Enhance Credit Limits.
• Collections.
• Nationwide market search for available renowned
vendors.
• Comparison of product quality and standard being
provided by different vendors.
• Matching the available products with the required
specifications & delivery time.
• Cross examining the quoted prices through the local
market.
• Negotiating the best deal.
Customer Services Department

Operation Performance
• Monitoring Process Performance.
• Training.
• Incentive Program.
• Quality Management
Call Centre
• 24 hrs self-serving Interactive Voice response.
• 24 hrs Product/ Account information.
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• Welcome Calls to New Customer.
Support Centre
• Centralized back office for CS.
• Responds to countrywide correspondence.
• Report generation for statistical analysis.
Service Centre / Club 300

• Customer query handling/ resolving walk in problem.
• Personalized service to high profile & Corporate
customers.
• Generation of New Leads.
Information Technology Department

• Networking.
• Operating Systems.
• Software Development.
• Resource Applications.
• Network Security.
• Billing
• Connection of location through Radio links.
Human Resource Department
• Recruitment.
• Policy & procedures development.
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• Employee Benefit & Compensation.
• Training & Development
• Career Planning
• Employee Relations/ Communication.
• Career Planning/ Succession Planning
• Retention of Employees.
• Employee motivation
The human resource department of Mobilink is well established

and is the second biggest HR department in Pakistan. It has its
own rules regulations and manuals for each and every aspect
related to hr practices.
Mobilink GSM considers good corporate governance to be an

essential tool for achieving their vision, value creation and
strategic goals, and for maintaining a healthy corporate
culture. Furthermore, good corporate governance is imperative
for credibility and for access to capital.
Mobilink’s corporate governance includes openness and

transparency towards the company’s owners, the Board and
Group Management, as well as other interested parties such as
the Group’s employees, customers, suppliers, creditors, public
authorities and society in general. Rules and procedures
provide Mobilink with a sound platform for good corporate
governance and for the further development of a positive,
responsible and robust corporate culture.
The Management is responsible for ensuring the existence of

internal rules, procedures and structures that can efficiently
secure value creation for all stakeholders and where authority
and responsibilities are clearly set out and mutually
understood.
Basic Aims & Objectives
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Aim
“Our aim is to be the best cellular service
provider with widest coverage and
superior quality.”
Objectives
Objective of Mobilink is to give customer, satisfaction and

value. For Mobilink the Customer always comes first. Therefore
they focus all their initiatives, strategies and operating
procedures on the customer. Their customer service is a logical
extension of the Customer First approach. To provide quality
services not merely to meet their customer's expectations but
to exceed them. Most of customer's queries are answered in
the FAQs. Customer can also contact their regional offices or
dial 24 Hour Customer Care "100" from any Mobilink handset
(the Help Line to assist customer at all times. Alternatively,
since they are already on the web customer can also E-mail
them their queries).
____________________
Chapter Three
Human Resource Planning

Mobilink's activities serves to illustrate that business success in
demanding markets can be achieved without compromising
ethical principles or international norms. Our Codes of Conduct
have been adopted by our competitors and are a key
management tool for influencing all our activities.
The Codes of Conduct cover areas that are important for

ensuring solid business ethics in all aspects of our activities.
They contain specific and practical rules, and set the standards
for how individual employees should conduct business when
faced with competition and demands for meeting business
objectives. Failure to comply with the Codes of Conduct results
in sanctions suited to fit the nature and extent of unauthorized
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actions. The Codes of Conduct apply to Vice presidents,

Directors, Managers, Employees, hired staff and anyone acting
on behalf of Mobilink GSM.
Human Resource (HR) planning is a strategic process that

forecasts the demand for jobs in the organization and
anticipates the supply of workers. HR planning enables the
hiring managers and recruiters to obtain the ‘best’ fit between
a candidate and the job at hand at the right time. It ensures
that there are adequate human resources to fill in the slot of
the employees who leave the organization. Despite of the fact
that Mobilink has the least turn-over ratio attained by any other
company in the industry.
Human Resource Planning

Human resource demand depends upon the demand of the
customer, as the cellular companies market share depend upon
their subscribers so the demand of the human capital depends
upon the customer demand of the product and its
maintainability. Demand of the product is directly connected to
the sale channels where as maintainability is concern to its
customer care and engineering departments.
The supply of Human Resource is to see how much Human

Resource can be available from the market. That is to have a
reasonable and skillful work force. Mobilink strictly believes on
Equal Employment Opportunity and strongly condemns the
concept of Glass Ceiling, there is no race and gender
discrimination and the candidates are assess on their online
application for this purpose a well establish database is
available on the Mobilink's web site where as it also participate
in different job fairs to provide guidelines to the candidates.
Job analysis Human Resource Planning &

recruitment
Mobilink design job analysis to give the nature and requirement

of specific job.
Relationship between Job analysis Human Resource Planning &
recruitment can be signed as:
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Job analysis HRP
Every department at Mobilink sends

requisition form for specific position to the
Job Description HRM department to fill the gap.
Nature and requirements of specific job.
Recruitment
Pool of qualified applications
Selection
Human Resource Management
Modern analysis emphasizes that human beings are not

"commodities" or "resources", but are creative and social
beings that make class contributions beyond 'labor' to a society
and to civilization. The broad term human capital has evolved
to contain some of this complexity, and in micro-economics the
term "firm-specific human capital" has come to represent a
meaning of the term "human resources”
Hierarchy of HR Department
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VP HR Admin
Head of HR Head of Head of Head of HR

operations Staffing & Organizational Project
Compensation Development Management
Manager Manager Manager Manager HR

HR Staffing & Organizational Project
Operations Compensation Development Management
Specialist Specialist Specialist Specialist HR

HR Staffing & Staffing & Project
Operations Compensation Compensation Management
____________________
Chapter Four
Recruitment & Selection
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Recruitment involves seeking and attracting a pool of people

from which qualified candidates can be chosen. Most
organizations have a recruitment function managed by the
human resource department. In an era when the focus of most
organization has been on efficiently and effectively running the
organization, recruiting the right person for the job is a top
priority.
The magnitude of an organization’s recruiting effort and the

methods to be used in that recruiting effort are determined
from the Human resource planning processes and requirements
of the specific job to be filled. If the forecaster human resource
requirement exceed the net human resource requirements, the
organization usually recruit new employees.
Organizations do have options other than recruiting new

employees to accomplishing the work. Some of these options
include using temporary workers, offering overtime to existing
employees, subcontracting the work to other organization and
leasing employees. One final option is outsourcing the work to
other companies.
Internal Recruitment
If an organization has been effecting in recruiting and selection
employees in past, one of the best sources of talent is its own
employees. This has several advantages. First the organization
should have a good idea about the strengths and weakness of
its employees. If the organization maintains a skill inventory, it
can use this as a starting point for recruiting from within.
Not only does the organization know more about its employees,
but the employees know more about the organization and how
it operates. Therefore, the likelihood of the employees having
inaccurate expectations becoming dissatisfied with the
organization is reduced when recruiting is done from within.
Another advantage is that employees motivation and morale
when it creates promotion opportunities.
Final advantage is that organizations have a sizable investment
on its employees so the abilities can be used to improve the
organization return on its investment.
Internal recruitment has also some disadvantage
• Infighting for promotion
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• Negative effect on morale

• Performance can be low
Internal recruitment at Mobilink
• Internal candidates must be confirmed employees of
Mobilink who have completed one year of service.
However they must complete one year of service in their
existing designation / position before being considered as
an internal candidate.
• Selected candidates will join the new job/position after
getting clearance from their supervisor and will be on
probation for a period of six months.
• Any change in designation will not necessarily mean a
change in salary and benefits package.
Candidates who are currently working for competitors may

require an NOC from the current employer before being offered
a job at PMCL – Mobilink.
(Internal recruitment form is attached in Annexure-I)
Job posting and bidding
Mobilink head offices, a notice of available jobs are posted in

central locations throughout the organization and employees
are given a specific length of time to apply specific jobs.
In 2002 when Mobilink extending their network throughout the
Pakistan they use Job posting and bidding method for some of
the administration jobs.
External Recruitment
Organizations have at their disposal a wide range of external
source for recruiting personals. External recruiting is needed in
organizations that are growing rapidly or have a large demand
for technical, skilled or managerial employees. Mobilink is one
of the largest telecom industry in Pakistan that always needs
persons for different purposes.
Advantages:
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 Pool of talent is much larger then that available from

internal source.
 Employees hired from outside can bring insights and
perspectives to the organizations.
 It is easy to higher technical and skilled are managerial
people from outside rather than training and development
internally.
Disadvantages:
 External recruitment is that attracting, contacting and
evaluating potenialing employers are more difficult.
 Employer higher from outside need a longer adjustment

or orientation period.
 Recruiting from outside may cause morale problems
among people within the organization.
Methods for external recruitment
Employment Agencies
Both public and private agencies can be helpful in recruiting
new employees. There are two main types of private agencies.
One is the executive search firm seeks candidates for higher-
level positions. Second type of agencies that recruit lower level
positions.
Mobilink contract with an employment agency “ROZEE” last
year, ROZEE is one of the famous and largest employment
agency of Pakistan.
Campus recruiting
Campus recruiting activates are usually coordinated by the
university or college placement center. Generally organizations
send one or more recruiters to the campus for initial interviews.
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The most promising recruits are then invited to visit the office
before a final employment decision is made.
Mobilink is also using this method for attracting fresh
graduates, last year when Mobilink was expending areas then
they use campus recruitment at Muhammad Ali Jinnah
University Karachi and Punjab Group of Colleges Lahore.
Internet recruiting
This method is growing rapidly college graduate and
professionals are just as likely to send an electronic resume as
traditional paper-based document.
Mobilink get electronic resumes at this site.
http://jobs.mobilinkgsm.com/mobilinkindex.php?
Job fairs
This is also new method growing rapidly in Pakistan. Mobilink
contribute into the job fairs arranged by different companies
like ROZEE job fair 2006 at expo center Fortress Lahore. The
purpose of this contribution was to attract pool people for
specific jobs and get CVs for databank of CVs.
Advertising
One of the least methods used by Mobilink for recruiting is job
advertising, rather the last option. Help-wanted ads are placed
in daily newspapers and in trade and professional publication.
Other less frequently used media for advertising include Radio,
television, and billboards.
Mobilink use both methods but most of the Newspaper
advertisement in all major and familiar newspapers of Pakistan.
Recruiting limitation of Mobilink

i. No candidate under the age of eighteen will be
considered.
ii. To avoid conflict of interest, candidates will not be

considered for a post if their blood relations work in
PMCL - Mobilink.
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iii. The Head of each department is responsible for

understanding the hiring process and its application.
He / She are also responsible for complying with the
procedures established for hiring personnel.
iv. Human Resources jointly with the Department

Heads will set the (salary range) to be offered to the
applicant. The HR department is responsible for
providing the Department Heads with the feedback on
the status of all salary offers.
v. Minimum qualifications must be a Bachelor degree

or equivalent. A-Level or equivalent may be
considered for certain positions and will be subject to
the approval of the Director Human Resources &
Administration.
vi. The Company reserves the right to test potential

candidates. Candidates must be able to successfully
complete any job related selection tests given to them.
_____________________________
Chapter Five
Training & Development
Training
Training is to identify the most appropriate solutions to

performance problems for a current period of time.
All Company Heads should differentiate between problems that
require training and problems that require coaching or other
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solutions. Usually, only about 20% of performance problems

require “training” solutions. The other 80% are best dealt with
by looking at the quality of supervision or by factors in the work
environment (rewarding good performance, punishing poor
performance, and removing obstacles to good performance).
Development
Development is long termed and a never ending process which

gradually & constantly enhances the skills & performance of
the employees.
Training Objectives
The training objective is to provide employees with greater
opportunity to grow and succeed within the Company. To
strengthen management and professional teams at all
organizational levels, the Company shall develop a sound
program, employing a number of basic and acceptable
personnel practices to:
• Provide employees with appropriate opportunities to

improve their work performance, to enlarge their
capacity for greater responsibility within the limits of
their potential and to advance on a Company-wide basis.
• To improve the performance of all employees.
• Fill every position vacancy with the best-qualified

person obtainable. Recruiting first from within the
Company and going outside only when a fully qualified
person is not otherwise obtainable.
• Keep high potential, high talented employees

moving up the organizational ladder. High potential
employees are those who are highly motivated to
achieve corporate and career objectives.
• Keep every key position backed up by an adequate
number of fully qualified replacements within the
organization. Key positions are those, which are
considered to be critically important to the Company’s
success and which generally, require considerable
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Company experience. In all cases, the President or his

designee should make the final determination of key
positions in Mobilink.
Training Plans
Objective
Select/identify the needs, by management level, for the total
Company.
Procedures
• The HR Department should conduct a meeting with the
Department Heads to develop the Company-training plan
according to performance appraisals.
• The HR Department shall coordinate all the tasks until a

total Company-training plan is finalized, then follow-up
with Department Heads on its implementation.
• The plan is the result of focusing on the individual

discipline needs into one schedule designed to meet the
training needs of the total Company.
In Mobilink the training is planned annually by the

Organizational Development (OD) development through
Training Need Analysis. At the start of the year the OD
department issues a Training Calendar which schedules the
training programs of the whole year.
The training programs are totally Job Specific and depend

upon different levels of training for different departments.
Technical things are taught which includes training in such a
way that if a problem occurs suddenly they would be handling
it easily in a proper manner as well as using such tactics that
the problem could be stopped as soon as possible. Trainer not
only makes each point cleared to them but also evaluates them
through testing the employees.
In short, training plans are organized so that the employees

become comfortable with the organization and their work
teams. They understand and accept these norms. New
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members feel accepted by their peers as trusted and valued

individuals. They become confident that they have the
competence to complete their jobs successfully. They gain an
understanding of the organizational system; not only their own
tasks but the rules, procedures and informally accepted
practices as well.
Finally, they know how they are going to be evaluated .i.e.

they’ve gained an understanding of words, what criteria will be
used to measure and appraise their work. They get to know
what is expected of them and what constitutes a good job.
Training Methods Used
After a brief & detailed TNA, managers select which employees

need to be trained and after training results are sent back to
manager to check out whether the best came out of it or not.
All types of training methods are reviewed with managers on
monthly basis.
• Orientation sessions are held

• In-house training
• Foreign Training Programs
• Product training
Orientation programs are held for newly hired employees to get
familiar with the organization, its environment, norms and
culture.
In-house training programs are conducted by the OD

department through expert consultants hired by the company.
These programs are conducted in the head office with in the
country.
Foreign Training programs are conducted for training of

engineers employed in the company. They have been sent to
foreign countries for different state of the art training programs
to enhance their performance and productivity, as it is not
possible in with in the country due to lack of resources and
opportunities.
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Product training is the most widely & frequently used training

method in Mobilink. Whenever a new project is launched all the
concerned people got trained for that particular product.
After these sessions practical work starts with new employees

and product training is offered to new employees as well as old
employees.
Training of New Employees
Socialization process is done for the benefit of the newly hired.

It is the process of adaptation to a new work role.
For new employees, orientation sessions are held to introduce

to the organization and to his or her work unit. It reduces initial
anxiety, maximizes the confidence and boosts the morale of
the employee.
It also communicates relevant HRM policies such as:
• Pay procedures
• Working hours
• Overtime requirements company benefits
• Review the specific duties and responsibilities of the
new members jobs
• Provide a tour of the organizations physical facilities
and introduce the employees to his\her manager
and co-workers
• Product training
• Medical and safety and security policies
Training of Old Employees
Training of old employees are conducted by specialized trainers

employed in Mobilink. The employees shall be trained
technically and periodically either locally or abroad according
to pre-planned programs. The objective of such training is to
upgrade the capabilities and efficiency of all those employees
and prepare them for more responsible positions in future.
 New technology appears in the market then awareness

is created for the understanding.
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 If one old employee is shifted from one department to

another then training is given so that no problems
occurs in future.
 Consultants have been hired for specialized training

programs to help improve the productivity and polish
the skills of the existing employees.
Conditions for Overseas Training

Employees who are nominated for enrollment in an overseas
training program should meet the following conditions:
 The employee should have spent at least six months in

the Company service.
 The President or his / her designee may exempt some

of the employees from this condition if the work or
Company interest requires.
 Being of good conduct and having an “Expert” or at

least “Very good” rating in his / her last annual
appraisal report.
 Being knowledgeable of the language in which the

training program will be conducted.
Chapter Six
Performance Appraisal
Performance appraisal method is a process which evaluates the

employees performance over a period of time and than
rewards him/her accordingly. This process helps Mobilink to
achieve its goals by developing productive employees.
Time of Appraisals
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Mobilink evaluates its employee’s performance on quarterly

and in some departments on monthly basis as well as on yearly
basis.
Basis of Appraisals
Mobilink appraises its employees on the following factors:
 Initiative ability
 Punctuality
 Decision Making
 Hard work
 Detailed Oriented
Mobilink is proud of its Corporate Responsibility performance.

Mobilink is reporting using the Global Reporting Initiative's
guidelines. Their work is well-recognized and they have
achieved several prestigious listings and awards, both as
Orascom Group and in its different subsidiaries.
Methods Used
A very simple and detailed method is used for performance

appraisal. Depending on different departments, a performance
appraisal form is sent to the Directors of different departments,
those are further forwarded to the team leaders/managers
which evaluate their team members and forward them to the
directors for recommendations.
Performance Factors for Appraisal
 Performance factors are free from personal biases,

prejudices
 The goal should be to use direct performance criteria
where possible
 A criterion is set upon which the employees will be
appraised.
Performance Appraisal Policy
Objectives
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The purpose of this policy is to provide a formal review

program to evaluate work performance and to promote
communication and discussion of job performance. The intent
of these discussions should be to review current job
performance and responsibilities, set goals and discuss future
opportunities with reference to past performance at Mobilink.
The Objectives of the Performance Review Program are:
• To measure work performance.
• To motivate and assist employees in improving their

performance and achieving their personal/professional
career goals.
• To identify employees with high potential for

advancement.
• To provide objective information for making decisions on

salary increases, promotions, bonus and transfers.
• To identify employees training and development.
• To provide a solid path for career planning for each

individual.
Frequency of the Performance Review

Informal performance discussions should be conducted
frequently as and when the need arises. These discussions will
provide the basis for an objective summarization of
performance during formal Performance Reviews and allow
more time for discussing future plans and organizational as well
as personal objectives. The supervisor is encouraged to make
notes on pertinent points discussed and to place those notes in
the employee’s personnel file.
Formal written performance reviews will be conducted with all
employees once at the end of each year. Notification along
with Performance Evaluation Forms will be sent from the
Human Resources Department in advance with the scheduled
performance evaluation date. All employees will be reviewed at
least once immediately prior to completion of their
Page 28 of 51
probationary period. Therefore, Performance Reviews will be

held on an annual /bi-annual basis from the date of hire or
more often if desirable to do so. The supervisor will receive
notification of the scheduled review period from the Human
Resources Department.
Guidelines
• It will be the responsibility of HR to conduct the 360
Degree Evaluation with a view to identify the Weaknesses
and Strengths in each Supervisor and have a one on one
session with each Subordinate.
• This Practice will be done blindly; names of employees

assessing their Supervisors will not be mentioned on the
forms.
• HR will collect all forms personally & confidentially and

conduct a Statistical Analysis of the Evaluation.
Performance Appraisal Reports

The immediate Supervisor shall prepare an annual report in
December of each year for each employee. The report should
include the following elements:
a) Employee’s capacity for work and efficiency.
b) Employee behavior & cooperation with Supervisors,

Peers & the Customers.
c) Adherence to working hours.
d) Employee’s ability to hold responsibility & take

decisions.
e) The Employee shall review his / her performance

appraisal in an individual meeting with his / her direct
supervisor & acknowledge it by signing the report. The
immediate Supervisor shall then submit the report to
the Department Head for approval and distribution. All
reports shall in turn be forwarded to HR Department to
Page 29 of 51
review jointly with the line manager to implement the

merit, inflation increase and bonus based on the
performance appraisal and to ensure that the total
percentage of increment allocated to each department
as per the approval of the President and Board of
Directors.
f) The Employee who is rewarded with a grade “Basic”

shall be notified by a copy of evaluation report within
ten days of the date of filling the report in his / her
personal file. He may submit a petition against the
evaluation according to the grievances & complaint
procedures.
_____________________
Chapter Seven
Compensation Structure of Various Levels

of Management
Compensation Philosophy
Mobilink intends to pay their employees better than the market
and its competitors.
Salary Policy
The purpose of this policy is to have salaries subject for review
in January of each calendar year in the light of:
• Merit
• Inflation
• Market Survey
• Internal Equity
An employee, who is employed on a job with title and

specifications, will receive compensation that is relevant to
Page 30 of 51
field experience matching with approved salary structure of

his / her position.
Policy Guidelines
The Company will pay salaries of the employees and all other
amounts due to them during office hours and on the job site as
follows:
a. The Company will open an account for each

permanent employee in a bank that will be credited by
his / her salary at the end of each month.
b. Upon termination of service (end of service), the

employee will receive his / her salary within 15 days up
to the time of date of his / her last working day.
c. Upon resignation, the employee will be paid his / her

dues during a maximum period of 15 days from the date
he / she left the job.
Salary Administration Programs

Salary Objective
The salary administration program is designed to meet the
following objectives:
• Attract & retain the services of competent qualified
employees.
• Provide fair and equitable compensation to each
employee and to ensure that the value of each job
relative to all other jobs within the Company is
established and maintained on a fair and equitable
basis.
• Provide annual performance appraisal for employees to

improve their job performance and to encourage them
to aspire for promotions to jobs with greater
responsibilities i.e. fairly compensate employees based
on individual accomplishments and annual performance
appraisals.
Page 31 of 51
• Ensure that salaries are competitive and in line with

salary levels that prevail in the industry.
• Instill employee confidence in the Company’s

compensation policies and practices.
Salary Outline
The “Basics” of the salary administration program can be
summarized in the following manner:
• The Director Human Resources & Administration and
the concerned Department Head will analyze each job
classification.
• The HR Department determines an appropriate

salary range in relation to similar jobs at other well
respected companies (salary survey).
• The HR Department will analyze each job and assign

a job code, hire rate, minimum, mid and maximum point
rate. (Salary Structure)
• The HR Department will prepare the new salary

structure to be reviewed and approved by the President.
Salary Scale
Each job is assigned a minimum salary, established according
to the salary survey results, which specifies the minimum
salary that may be paid to incumbents in each job.
Minimum through maximum scales is built on a system of

mathematical calculations to allow for overlapping between
levels as a result of salary, merit or promotional increase.
Setting Starting Salaries

Objective
Page 32 of 51
To ensure that each employee is given the starting salary of

the title level in which his / her position and experience fall.
Also to ensure that consideration is given to past experience
and qualifications when setting starting salaries.
Factors to be put into consideration for setting salaries within

the range determined by the Department Head & the HR
department.
The starting salary offered to new candidates by Mobilink will

be dependent on two factors:
• The particular job level for which the job offer is being
made.
• The candidate’s education, experience and qualifications

as compared with the minimum qualifications required by
the job specification.
Salary Administration Procedures

Human Resource Department
Prepare all documentations affecting salaries, which include:
a) Recruits, transferees and end of service.
b) Promotion and increments.
c) Allowances, bonuses and incentives.
d) Discipline
e) Prepare the payroll sheet including all details
f) Review the payroll sheet and documentation affecting
salaries
h) Review outputs
i) Prepare salaries sheets of all departments.
ii) Prepare transfers to banks.
iii) Prepare deductions sheets.
iv) Salary Reconciliation
Page 33 of 51
v) Salary Controlling sheet

i) Final approval by the CFO and the Director Human
Resources & Administration.
j)HR will apply necessary procedures to pay salaries to
employees.
k) HR will transfer salary of employees to concerned
Bank.
l)Employee will receive salaries from his / her account.
Working Hours
Purpose
Hours of work are scheduled to meet the production and work
requirements of the Company, and are in conformance with all
applicable local laws and practices.
Objective
A) Payroll Month
The payroll month is on a calendar month basis.
B) Working Hours
The Company shall determine the hours of work:
Office Hours Operations Center
Monday through Friday
09:00 am. – 6:00 pm.
Saturday
10:30 am. – 2:30 pm.
Office Hours Head Office
Monday through Friday
09:00 am – 6:00 pm.
Page 34 of 51
Sixty (60) minutes meal break each day from Monday

through Thursday.
Ninety (90) minutes meal / prayer break for Friday.
C) Exceptions
Employees may be requested to work on any of the holidays or
regularly scheduled day of rest including Saturday/Sunday, if
the Company’s business so requires.
Compensation Structure of Different Levels:
Vice President Expects more than 200k

Directors 100k-200k
Sr. Managers 65k-100k
Managers 45k-65k
Specialists 30k-45k
Associates 20k-30k.
Page 35 of 51
Chapter Nine
Job Analysis
Job analysis is done by Mobilink employees not only for existing

employees but also for new / forecasted employees.
This analysis involves the identification and description of what
is happening on the job, accurately and precisely identifying
the required tasks, the knowledge, skills and abilities necessary
for performing them, and the conditions under which they must
be performed.
Mr. Aamir Naeem (Associate Repair & Maintenance)
Department Administration
Reports to Specialist Repair & Maintenance
Basic Functions
Main Duties and Responsibilities
• Repair & Maintenance of Building.
Repair
• & Maintenance
Repair of the office
& Maintenance space
of Equipment.
• Purchase Requisition.
• Administration Petty Cash Handling.
• Purchase Requisition Analysis and Reporting.
• Purchasing of Assets and other equipment.
• Employee Support.
• Design & Develop the forms/procedures in order to the streamline the
processes.
• Generation of Purchase Requisition. Page 36 of 51
• Janitorial Services.
Qualifications and Skills
Experience:
None required
Education:
Bachelors
Mr. Mudassir Hassan Khan (Operation Coordinator)
Page 37 of 50
Department Finance operations
Reports to Regional Finance Head
Basic Functions
To coordinate with Regional Finance Operations to accumulate the regional
data/information to provide nation wide information to the management
Sales, Billing, Security Deposit (prepaid/postpaid)collection

All locations’ Cash Position
Daily Waiver position for a nationwide Reconciliation of Gift Vouchers at all
centres
Petty Cash Reimbursement
Sales Return Processing
Security Deposit Schedule of Dealers
Stock &Fidelity Insurance
Sales & Billing Cash Insurance
Arranging payments against printing of postpaid/prepaid connections, CSAF,
packing of them etc. for different vendors.
Coordination with various depts. for Operations - Finance
Page 38 of 50
Experience:
One to three years
Education:
MBA Finance
Page 39 of 50
Mr. Syed Zohaib Raza
Associate Technical Production
Department Technical
Reports to Director
Basic Functions
To initiate, manage and execute all Production related works at BTSs and MSCs

• To manage Joint/ Draft visits for acquiring BTS sites
• To manage Production related works at BTS sites
• To manage outdoor installation at BTS sites
• To manage maintenance works at MSCs
• To send weekly progress reports regarding all Production activities
• To resolve all problems faced by vendors in execution of BTS sites
Page 40 of 50
Experience
Six months to one year
Education
Four year college Degree in engineering
Job Analysis of Mr. Hassan Arshad

Specialist, Human Resources
Job Description
• Performance Appraisal of Employees

• Report to Sr. Managers for the recommendations on
training programs.
• Conducting training programs through TNA.
• HR policies and system development.
• Review of compensation structure
Job specification
• MBA (HRM Majors)

• Three years experience in Telenor
• Working in Mobilink from 2006 onwards
• Gross salary: 35k-50k (Monthly)
Job Evaluation
• Mobilink being a multinational intends to pay a better

payment structure, package, and benefits included in the
Page 41 of 50
package as compared to others organizations existing in

the industry.
Chapter Ten
Occupational Health & Safety

Mobilink is responsible for supporting a working environment
characterized by high job-satisfaction, opportunities for
personal and professional development, and low rate of sick
leave and injuries.
Promoting Health and Eliminate Risks
Mobilink's managers are responsible for establishing effective

arrangements to identify and eliminate or control work-related
hazards and risks, and promote health at work. These
arrangements are organized, planned, implemented and
evaluated with employee participation.
Mobilink has established a Health, Safety and Working
Environment (HSE) Management System to ensure that the
effort to develop and maintain a good working environment is
an ongoing process throughout the PMCL Group.
Evacuation Drills
Mobilink do what it can to manage external risks and threats

that could cause serious injury or death to their employees.
Contingency plans and regular exercises are important
elements in ensuring our people’s security. For this evacuation
drills are being conducted periodically.
Hand Books
Based on Mobilink's values and its Codes of Conduct, the HR

Admin Security department issues a hand book for all the
employees which helps to ensure a high level of security and
ethical awareness at Mobilink. Issues related to ethics and the
reputations of the company are discussed in the weekly
meetings. All employees of Mobilink may report issues in the
meeting, which consists of representatives from the whole
Page 42 of 50
organization and is chaired by the Director of the concerned

department.
E-mail Communication
Mobilink's employees have also been informed by their

managers about the current security and health risks regularly
through electronic mail service. And any updates regarding
solutions of different health and security issues have been
transmitted to employees.
Chapter Eleven
SWOT Analysis of HR System of Company
Strengths
• A very well structured HRIS ever existed in Pakistan.

• Pioneers in telecom industry.
• State of the art training programs being supervised by
highly skilled & professional trainers.
• ISO 9002 Quality Management System Certification for
Billing, Engineering Departments and CS Contact Center
• Implementation of a full Intelligent Network (IN) platform
from Siemens for the Prepaid platform
• Largest Call Center in Pakistan, which is there to assist
the customers 24 hours
• Only cellular service in Pakistan to provide coverage on
the M2 motorway
• Bilateral roaming in over 100 countries around the world
with true international roaming with over 300 operators
across the globe
• First mobile operator in Pakistan to offer extensive GPRS
Roaming and Blackberry Roaming services
• MOBILINK GSM's Short Message Service Center allows
Vehicle Tracking and Fleet Management services that are
being provided by Tracker (Pvt.) Ltd., under the brand
name of C-Track, a company licensed by Pakistan
Telecom Authority (PTA). Tracker currently operates from
Page 43 of 50
Karachi but can provide these facilities at all those

locations where GSM coverage is available.
Weaknesses
• Some processes are still not online like Employee cards.

• There is no online system, through which employees
could check their performances.
Opportunities
• Planning to attract foreign talent pool.

• Target the rapidly increasing new talent.
Threats
• Heavy HR investment by other telecom operators.

• Threat of new entrants in the industry.
Suggestions to Improve
• HR Department of Mobilink should provide rent facility

to all employees.
• HR Department should introduce an online system in
which employees must get complete information about
their performances and through this no one can come in
front of the person who actually deserves the appraisal.
• Pending processes should be on lined to facilitate the
employees.
• HR Department should train the employees in such a
way that they could be able to face technical challenges.
• There should be a proper platform for employees to
give suggestions to improve the HR system of the
organization.
Conclusion
There is no doubt about the Company which is the pioneer in
the telecom industry in Pakistan and grooming with a
tremendous growth rate. However, due to high competition in
Telecommunication sector the turnover rate of employees is
Page 44 of 50
high; the employer should also focus on the external hiring. By

this they will have a fleet of matured and professional people
across the board and even if they hire fresh graduates or
internees they will polish them according to their requirements.
The point is you cannot hold the people for ever or buy their
loyalty. Second important thing is the Company should also
focus on the Corporate Social Responsibility Programs.
We the students of BBA (hons.) on the behalf of our whole class

and on the behalf of our University wish them Best of Luck for
their future and wish them a constant growth and popularity
among their customer base.
References
 www.mobilinkgsm.com
 www.apnijobs.com/jobs-mobilink-pakistan-lahore.html
 www.ntcpk.com/
 Mr. Rizwan Fazal

o Director Business Intelligence
o Mobile Number (+92-300-5811911)
• Mr. Hassan Arshad

o Specialist, Human Resources
Page 45 of 50
o Office Number (+92-51-2857156)

o Mobile Number (+92-300-5018196)
o Time 04:00 PM
o Days of meeting (Monday & Tuesday)
o Date of meeting (31st Mar, 08 & 29th May, 08)
• Mr. Adeel Mukhtar

o Associate 1, Investigation Research Unit
o Mobile Number (+92-301-8482831)
o Time 10:00 AM
o Days of Meeting (Wednesday)
o Date of Meeting (23rd April, 08)
Annexure-I
Page 46 of 50
Annexure-II
Page 47 of 50
Personal Requisition
To requisitioner: The civil right act of 1963 prohibited discrimination in employment because of race, color, creed, religion, sex or
national origin; Federal law also prohibited other types of discrimination such as age. The law of most states also prohibited some
or all of the above types of discrimination as well as some additional types such as discrimination based upon ancestry. Marital
status or physical or mental handicap or disability. Any expression of limitation in these areas expressed in this requisition should
be warranted by a occupational qualification or legally permissible reason.
Date_______________
FROM__________________________________ Department ______________________________
I. Description of Need
Date Needed Number of Job Title Job Hiring Job salary
Employees Classification # Salary range range
Permanent___________ Temprary____________If temporary, for how long_____________________________

Which Shift__________ Part Time___________ Full Time________________
If part time, hours or day ________________
II. Reason for Need

Replacement: Yes__ No__ if yes Persons replace__________________________ Addition: Yes__ No__ If yes state reason
_____________________________________________________
___________________________________________________________
_____________________________________________________
___________________________________________________________
III. Requirements
Education: Grade school ___________ High School____________College_____________
Commercial__________________Other _________________ Experience: Please indicate clearly, what is absolutely required
as a prerequisite.
Required________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
_________________________________________________________
Descriable_______________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
____________________________________________________________________________
Any other
requirement_____________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
_____________________________________________________________________________
Date_____________________________ Approved
by_______________________________
____________________________________
____________________________________
Do not write below this line

Date Filled________________________ By
Whom_________________________
Copyrights MobilinkGSM Pakista Form # 220
Annexure-III
Page 48 of 50
Example of Job Description and advertisement:

Jobs at mobilink
Specialist
IN
Planni
ng
Job Category: Engineering-Electrical/Electronic/Telecom
Career Level: Mid Career (2+ years of experience) Level
Job Type: Full Time / Permanent
Positions: 2
Agency / Project: Mobilink
City/Location: Islamabad
Country: Pakistan
Posted On: 12 May, 2006
Last Date to apply: 22 June, 2006
Description:
We seek energetic & experienced candidates for the postions of Specialist IN
Planning for our Engineering department. The Specialists are required to work
with the IN Team for dimensioning and development of IN services and follow up
with suppliers for new technologies and reporting to IN / Team leader in IN/VAS
team in Islamabad.
Brief Job Description & profile is set below:

• 4 years Degree in Electrical/Electronics/ Computers Telecommunications/
Engineering
• Minimum 4 Years experience in Intelligent Network (IN) Planning or O&M
• A cellular (GSM) background would be preferred
• Exposure to Server Management, SUN Solaris and UNIX
• Plan for software and/or hardware upgrades to cater for network growth and
new services
• Provide recommendation to identify opportunities for improvement and
optimization of existing services
• Must be conversant with ETSI protocols
• Manage projects, suppliers and other departments to ensure the project
objectives are met
• Create and improve internal and external processes and procedures
Education
Degree
Must Degree Country Description
Level
Bachelors
Electrical/Electronics/ Computers
BE Degree (4
Telecommunications/ Engineering
Years)
Skills
Page 49 of 50
Must Title Level Description
Communication Should possess effective communications in both Urdu

Excellent
Skills and English.
Page 50 of 50

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____________Human Resource Management Project on Mobilink GSM______________

NATIONAL UNIVERSITY OF MODERN LANGUAGES

Human Resource Management

Mr. Malik Muhammad Irfan

May 03, 2008

Human Resource Management is one of the important subjects

MOBILINK GSM COMMUNICATIONS

The reasons for selecting MOBILINK GSM COMMUNICATIONS

The human resource department of Mobilink is well established

The scope of study of Mobilink’s HR department covers Human

development, Performance appraisal, Compensations structure

Brief Introduction of Company

Mr. Barry recently (The president of the Mobilink GSM) had

Mobilink GSM. A subsidiary of Orascom Telecom, started its

In addition to providing advanced voice communication

roaming service. In other words, they speak our language,

With increasing usage of the Internet and the convergence

 High Memory Capacity SIMs

 On-line bill payment facility for customers

Mobilink is the market leader in providing state-of-the-art

Orascom Telecom was established in 1998 and has grown to

Orascom Telecom's operation in Pakistan, Mobilink, started its

Orascom Telecom has positioned itself as a leader in the region

OTH is dedicated to provide the best quality services to its

Mobilink Mission Statement

Slogan of the Company

Logo of the Company

At Mobilink, our belief is that "Our people are our greatest

 Staff Mobilink with world class Professionals and ensure that

 Create a collaborative and mutually supportive work

 Build a team of professionals who deliver expertise by

 Develop Performance Management and reward systems

HR Admin Information Customer Corporate

Director Director Director Director

Manager Manager Manager Manager Manager Manager Manager Manager

Specialists Specialists Specialists Specialists

Specialists Specialists Specialists Specialists

Associates Associates Associates Associates

Associates Associates Associates Associates

Mobilink GSM has the following five divisions:

(1) Marketing (sales and recovery department are

The functions performed by these departments is as follows

Marketing & Sales Department

• Vetting & Processing of Sales.

Customer Services Department

• Welcome Calls to New Customer.

Service Centre / Club 300

Information Technology Department

Human Resource Department

• Policy & procedures development.

• Employee Benefit & Compensation.

• Training & Development

• Employee Relations/ Communication.

• Career Planning/ Succession Planning

The human resource department of Mobilink is well established

Mobilink GSM considers good corporate governance to be an

Mobilink’s corporate governance includes openness and

The Management is responsible for ensuring the existence of

Basic Aims & Objectives

Objective of Mobilink is to give customer, satisfaction and

Human Resource Planning

The Codes of Conduct cover areas that are important for

Human Resource Management Project on Mobilink GSM__