About the company
Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations 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 31 million and growing. It prides itself 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 its customers.Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse group of people, from individuals to businessmen to corporate and multinationals. To achieve this objective, it offers both postpaid (Indigo) and prepaid (JAZZ) solutions to our customers. Compared to Mobilink’s competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest brands of their kind in the Pakistan cellular industry. In addition to providing advanced voice communication services that makes the lives of millions that much easy, it also offers a host of value-added-services to its prized customers. At the same time, Mobilink places high importance to its coverage, which is why it covers 10,000+ cities and towns nationwide as well as over 130 countries on international roaming service. In other words, it speaks language of its customers, everywhere.
“Reshaping lives” (Official) “Hum bolain mohabbat ki zaban” (In TV commercials) “Aur Sunao” (In TV commercials)
“To be the unmatchable mobile system of communications in Pakistan which provides the best value to its customers. business partners and shareholders. employees.”
"To be the leading Telecommunication Services Provider in Pakistan by offering innovative Communication solutions for our Customers while exceeding Shareholder value & Employee Expectations".
Directors and Chief Officers (For Instance CCO-Chief Commercial Officer.ORGANIZATIONAL STRUCTURE:
The Company structure is in 5 Layers. Managers. CIO-Chief Information Officer and CFO-Chief Financial Officer).
. Specialists. comprising Associates.
Respect for People:
Relationships drive the business at Mobilink. They aspire to the highest standards and raise the bar for themselves everyday. and treat everyone fairly. They take personal responsibility for their actions. They believe in teamwork. They respect and esteem their employees and all stakeholders. In return.
Corporate Social Responsibility:
As the market leader.
Trust & Integrity:
At Mobilink. This commitment to delivering world-class quality translates into unmatched service and value for their customers and all stakeholders. and with trust and respect. empowerment and honor. They contribute to worthy causes and are dedicated to the development and progress of the society. it strives to anticipate their needs and deliver service. and by honoring our commitments.
Mobilink strive for excellence in all that they do. They have placed their trust and confidence in it. they recognize and fulfill their responsibility towards the country and the environment in which they operate. quality and value beyond their expectations.Mobilink's Values:
Total Customer Satisfaction:
Customers are at the heart of Mobilink’s success. they take pride in practicing the highest ethical standards in an open and honest environment.
The employee excellence function aims to enhance HR performance through value creating activities focusing on wellness and diversity management initiatives. Experience. Training: • The purpose of training is to upgrade the capabilities and efficiency of all the employees and prepare them for more responsible positions in future. It also maintains and updates employee records. • Provide employees with greater opportunity to grow and succeed within the company. Organizational Development is primarily responsible for initiatives tied to employee development and organizational capability enhancement. sex. ancestry. Recruitment: • Recruitment is done through Human Resource Department.
OB PARACTICES IN MOBILINK:
. The function is also the custodian of the HR Employer Brand. nationality. References. work hard to ensure an effective and efficient method of recruitment and selection. An Applicant’s knowledge. Education. • Both managers and non-managers receive help from training and developmental program but mostly non-managers are concerned with training while the managers are concerned with developmental programs. Medical test. Intelligence test. implementing and maintaining companywide compensation and incentive plans. It is aimed that hiring should be done without any discrimination based on race. Interviews. • People at Mobilink. skill and aptitude is related to the position.The HR Department:
The human resources function at Mobilink comprises four main areas • • • • Staffing and compensation Organizational Development HR Operations Employee excellence
The responsibilities of these departments are as follows: The staffing and compensation function is responsible for meeting the company’s recruitment requirements along with developing. colour. religion or disability. HR Operations looks after employee services and employee relations.
The organization properly communicates its strategies to its employees to carry good results efficiently and effectively. Good communication with the employees is important for the success of the business and in this ways employees will actively seek out new and creative ideas to advance the organization and will share those ideas with the managers.point out problems that need attention and offer feedback about performance to the employees. respected. In Mobilink several activities are undertaken by the top management at facilitating communication within the organization to promote all the employees the opportunity to voice their opinion directly to the president and top managers. and valued that gives them a sense of self worth and belonging. A Manager's leadership style contributes. Only few people have ready access to important information like the CEO and top managers. and motivating employees in the organization. inform employees of policies and procedure . In Mobilink the employees are listened. Leadership plays a vital role for the success of organization. dissatisfied customers from poor customer service. work fulfillment. Managers and group leaders assign goals . and the work growth in the organization. absenteeism.
In Mobilink downward communication take place in which communication flows from managers to the employees.
Leadership is the manner and approach of providing direction.
. provide job instructions . to the subordinates' incentive. The communication between the employees is good and that drives them to do outstanding achievement in work. implementing plans. trusted. Lack of leadership leads to increased employee turnover.
the leader is still responsible for the decisions that are made. Positive leaders use rewards. independence.
A manager with an employee-oriented behavior objective is to improve the employee’s confidence and influence them to work jointly and to resolve the problems. While negative employers emphasize penalties such as loss of job. The leader allows the employees to make the decisions. such as education. days off without pay.In Mobilink 53% of the employees feel that their managers are employee oriented leaders and remaining 47% feels that their managers are task orientated leaders. to motivate employees.
. This is used when employees are able to analyze the situation and determine what needs to be done and how to do it. This shows that Mobilink have the leaders that perform better in all situations and can manage their teams more effective. etc. So this shows that the Mobilink has got the combination of leaders that are task oriented and leadership oriented. However.
A manager with a task-oriented style will have work results as his major concerns and therefore. he will enlarge rigid policy that would lead the subordinates to reach the preferred results.
In Mobilink the leadership style is participative in which the leader involves one or more employees in the decision making process (determining what to do and how to do it).
In an organization managers use normally two types of power interpersonal and formal. and to enhance their skills.POWER AND POLITICS:
Power is a potential ability and influence for a people which direct other people in desired direction to do something. In Mobilink collaboration with team members give the employees opportunity for learning social. As jobs have become more specialized the organizations have become increasingly dependant on experts to achieve goals.
Expert power is the influence based on special skills. knowledge or expertise. Expertise has become on of the most powerful sources. Formal power is based on an individual position in the organization and personal power comes from an individual unique characteristics. transferring knowledge. In an Organization learning is a long-term activity that builds competitive advantage over time and requires sustained management attention.
In Mobilink learning is done to make the employees skilled at creating. and effort. technical and creative skills. acquiring. commitment. When learning is effective the organization is highly aware of how to motivate its employees in the best ways. The employee has the authority to control and use the organizational resources.
Legitimate power is used in Mobilink as it is based on the power a person receives as a result of his or her position in the formal hierarchy of an organization.
Mobilink is providing to its employees.Rewards. mobile allowance)
Attitude and Job Satisfaction at MOBILINK:
Overall employees are somewhat satisfied with their jobs but not completely.
Mobilink is providing clear path for career advancement to its employees. The employees have access to company sponsored training programs and seminars. Provide employees with greater opportunity to grow and succeed within the company. There is need of improvement to make employees more satisfied so that they can perform well. such as education. There are different kinds of rewards MOBILINK gives to their employees which are as follows: Cash bonuses Promotions Make team leader Increments in salaries Allowances like ( fuel allowance.
Both managers and non-managers receive help from training and developmental program but mostly non-managers are concerned with training while the managers are concerned with developmental programs.
The purpose of training is to upgrade the capabilities and efficiency of all the employees and prepare them for more responsible positions in future.. Company gives full support to its employees in this context. bonuses are given to motivate employees.
They are satisfied with their professionalism of their coworkers.Discrimination:
According to employees.
Almost all the employees are satisfied with their physical working of employees. Mobilink aim’s to ensure a workplace that necessitates open and respectful communication between the employees’ abilities.
Supportive colleagues and coworkers:
The morale of the employees at Mobilink is satisfactory and the have teen spirit in their work environment. They believe that their managers effectively lead the department.
According to employees their performance is individually recognized and they are appreciated according to the performance.
Relationship with supervisors:
Mostly employees somewhat agree that their supervisors communicates with them properly and also provides counseling.They are fairly treated by their boss.
. they face or experiences not any form of discrimination in Mobilink.
To be effective. In Mobilink their team consists of individuals who have technical expertise. where appropriate to gain team commitment. Waits for team to ask for information instead of proactively keeping them informed of the big picture. Being exposed to best practices and an enabling environment. decision making and interpersonal skills.. the ability to complete it and that work has a substantial impact on others. they are the best minds in the industry today. problem solving. teams should be formed with employees from a variety of functional areas. Work satisfaction relates to personal satisfaction of team members for the work they have done. Guideline for team leaders set by Mobilink: Effective behavior indicator More of this Communicates frequently so that employees know what has to be done and why? Arrives at decision by consensus. the opportunity to use different skills.TEAMS AND GROUPS:
A group whose individual efforts result in performing that is greater than the sum of the individuals input. And the work team members do provide them freedom. Is supportive of the team/Individuals that help in overcoming problems to achieve targets.500 unique individuals who make it Pakistan’s largest cellular network. By working in teams. At Mobilink. Less effective behavior indicator Less of this Takes independent decision and asks the employees to take the decions without questioning. employees work in team and they have a team of over 4. employees bring their collective skills and knowledge to bear on problems and to develop innovative ideas for the organization.
Type A’s are able to work quickly and are often seen as high-achievers holding increasingly high-powered positions In Mobilink employees having Type A behavior often includes:
• • • • • • •
Competitiveness Strong Achievement-Orientation Multi-tasking Aggressiveness Strive to think or to do more things at once. They are independent and are excellent problem solvers.Conflict management:
Mobilink compromised self managed work teams according to employees response they feel greater level of responsibility on their shoulders and they measure the things like planning . A commitment to achieve goals and an intense desire to compete. The leader should maximize its employee’s strengths and enhance their effectiveness as individuals. In general. especially those related to their work. Gaining insights into your personality is an important key in understanding your employees what motivates them and where they do their best work. Type A’s enjoy receiving recognition for their work and they desire to advance in all areas.
The people working at Mobilink have Type A personality they are strong leaders and can work well under pressure. make decisions through discussion between the team members. They ensure that all work is accomplished in a timely manner. Always in a hurry
. take actions to solve the problems and also interact with their customers and we found that the employees called their colleagues relationship officer rather than sales officer. and assigning tasks to the members of team.scheduling of work. Type A’s are very decisive and once a decision is made they are quick to work towards its implementation. control the place of the work.
Many of the employees are being rewarded after accomplishment of their sales target in such a way that their management take them to the picnic or invite them for dinner frequently. The management style in Mobilink is kind of participative management in which employees are given chance to share their ideas for decision making.ANALYSIS:
After studying various issues related to the organizational behavior within the organization I analyzed that Mobilink is working globally and is also operating in Pakistan. The organization behavior regarding goal setting for employees I have analyzed that the management of Mobilink is effective in setting goals according to the competition in the communication sector of Pakistan. And another very interesting fact which I found in MOBILINK is that their management does not fire their employees even their performance level is not up to the mark. There are different kinds of rewards MOBILINK gives to their employees which are as follows: Cash bonuses Promotions Make team leader Increments in salaries Allownces like ( fuel allowance.
. mobile allowance) I found very different kind of reward in MOBILINK that they motivate their employees whose performance is not up to the mark by giving them the salaries equivalent to the market value of the any other employee of same rank so as to motivate their employees.
Overall employees are satisfied with their company and jobs. It is a fact that cannot be denied. Because we know that stress is inevitable. But still there is a need of improvement in strategies of MOBILINK to make workforce more productive.
But according to my opinion employees are facing job stress. Problem solving & decision making. then it is clear that they are somewhat satisfied with their jobs and they don’t have a lot of stress on them. it can only end up with the end of life But the company deals with this problem and provides them proper counseling. If we see an overall picture. To some extent they are given empowerment to do their work. Customer focus. Most of the employees have positive attitude toward their jobs. Mobilink asses the employee’s performance on: • • • • • • Leadership.
In Mobilink training to the employees is given for the current improvement in the job while developmental program is for improving the skill which will be used in the future.
. Both managers and non-managers receive help from training and developmental program but mostly nonmanagers are concerned with training while the managers are concerned with developmental programs. Most of them agree that their jobs are not creating any physical or mental problems for them. Flexibility. Team work and Co-operation. Communication skills.
500 unique individuals who make it Pakistan’s largest cellular network. employees bring their collective skills and knowledge to bear on problems and to develop innovative ideas for the organization. At Mobilink. By working in teams. respected. This shows that Mobilink have the leaders that perform better in all situations and can manage their teams more effective and efficiently. Almost all the employees are satisfied with their physical working of employees. Company gives full support to its employees in this context. Mobilink is providing clear path for career advancement to its employees. employees work in team and they have a team of over 4.Mobilink aim’s to ensure a workplace that necessitates open and respectful communication between the employee’s abilities.. and valued that gives them a sense of self worth and belonging. The communication between the employees is good and that drives them to do outstanding achievement in work. Mobilink has got the combination of leaders that are both task oriented and leadership oriented. Being exposed to best practices and an enabling environment. In Mobilink the employees are listened. trusted. The organization properly communicates its strategies to its employees to carry good results efficiently and effectively. they are the best minds in the industry today.
• The employer should show a greater trust to employees and employees should feel good about their employer. sharing of ideas and employee involvement in decision making process. • They should be establishing and maintaining effective communication with each employee. • Professional counseling programmes should also be started to provide employees with the information. SIM charges. • Their should be no artificial barriers between employees and management.RECOMMENDATIONS:
To increase goodwill and positive impression of Mobilink among employees and customers Company should adopt the following things: • • • Enhance more promotion opportunities for their employees.
. Encourage employees to participate in decision making. GPRS charges in order to capture a larger market and this way they can capture the customers of low income group. We would suggest that specific job related training should be imparted to employees this would give an additional benefit to employees for improving their skills. regarding future prospects at Mobilink and in the mobile industry • Although Mobilink is covering whole Pakistan but is call rates are high they can lower its call rates.