Professional Documents
Culture Documents
HRM Practices in Mobilink
HRM Practices in Mobilink
Mobilink's Vision
To be the leading telecommunication services provider
in Pakistan by offering innovative communication
solutions of our customers while exceeding shareholder
value and employee expectations
Mobilink's Values:
Total Customer Satisfaction:
Customers are at the heart of our success. They have placed their trust and
confidence in us. In return, we strive to anticipate their needs and deliver
service, quality and value beyond their expectations.
Business Excellence
We strive for excellence in all that we do. We aspire to the highest standards
and raise the bar for ourselves everyday. This commitment to delivering worldclass quality translates into unmatched service and value for our customers
and all stakeholders.
ORGATIONAL MANAGEMENT:
Management
The names of the Top Management
Vice President
Quality Assurance, Securities and
Environment
Dr. Riffat Naheed
Marwan Hayek
Over all:
(Total 4500)
Top Managers
75
Middle Managers
750
Line Managers
3675
01
Vise President
04
Middle Managers
16
Line Managers
26
Branch Offices:
Its branch offices are located in Lahore, Karachi, Faisalabad, Rahim Yar
Khan, Sukkur, Peshwar, Quetta, Swat, and Kohat. Moblink has three main
contact centers in three regions of Pakistan. As for the customers centers there
are about 2000-2500 customers service centers all over Pakistan.
Jazz
Indigo
Services offered:
MOBILINK GSM has always been the market leader when it comes to
introducing state-of-the-art communication solutions for its customers. they are
continuously adding up to the range of their Value Added Services, all for your
convenience.
The Value Added Services (VAS) Section will familiarize you with the new
services you can now benefit from, which will give you all the freedom you
need, making mobile communications more exciting, convenient and enjoyable.
This section will walk you through services, which are not only useful but also
5
cost-effective for both your business as well as personal use. These include the
very basic yet indispensable services like Voice Mail to the more innovative and
sophisticated ones like G-Mail.
They are confident that their innovative and exciting new services will
bring about a revolution in the way you look at mobile communications.
Following are the major services
Major Clients/Customers:
Mobilink has about 53% market share.
Number of customers:
Total numbers of subscribers are about 12 Million. The major customers
are from jazz package.
Type of customers
Armed forces
Business community
Govt. organizations
Students
Shopkeepers
Bankers
Competition:
Company is facing competition from all the operators in telecom that
includes all the face SGM (Global System of mobile) operators,
CDMA operators and LDI operators and land line operators. All
these telecom companies Human Resource Departments are in
constant need of new employees. So there is stiff competition in the
telecom market for Mobilink.
Major competitors of Mobilink include
Telenor
Ufone
Warid
Zong
& others
Major Departments
1. Finance Department
o Credit and collection
o Procurement imports
o Revenue assurance
2. Customer Services Department
o Customer services operations
o Customer services system
3. Commercial Department
o Marketing
o Direct sales
o Indirect sales
4. Technical Department
o Switching
o Operations / operation support
o Logistics
o Infrastructure
o Systems planning
5. Information Technology Department
o Billing
o IT
6. Human resources
7. Administration and legal affairs & government relation department
8. Internal audit department
9. Customer services
HRM DEPARTMENT:
HR Mission Statement
To lead the organization in enhancing its human capital and creating a winning
environment where everyone enjoys contributing to the best of ones ability.
Mobilink will achieve this by:
Mobilink has a very defined and well structured department and its various
policies of keeping each employee productive part of the organization are
intoned with the corporate worlds requirement.
Employees in the company are largely committed to their organization and
have shown progress in the company. Employees are satisfied with the HR
department of Mobilink GSM Company.
Humans are the basic tool for having competitive edge in the market for most of
the organizations and Mobilink is one of these. Mobilink has one of the best HR
systems in Pakistan that gives it an edge over its competitors.
HR DEPARTMENT SECTIONS:
HR department of Mobilink has three sections.
Employee services
o
o
o
o
o
Payroll information
Leave and medical record
Final settlements and provident fund
Policies and procedures
Employees record and recreation
OD and Effectiveness
o
o
o
o
o
Training plan
Talent management
Performance management
Employees retentation
Orientation employee communication
HR Strategies:
Human resource department is putting its efforts towards nurturing a winning
corporate culture and building organizational capabilities by ensuring that its
people at all levels are both able and willing to perform at consistently
exceptional levels. At MOBILINK the people have been empowered to a large
degree by minimizing out dated rules /regulations and plan to further eliminate
the bureaucratic barriers to capitalize on their ingenuity and talent.
HR strategy refers to the specific human resource management course of
actions that a company pursues to achieve its objectives.
But
how
these
strategies/policies/practices
are
formulated
and
11
12
Mobilinks Competitive
Environment
Economic, Political,
Demographic, Competitive and
Technological Trends
Companys Internal
Strengths and Weaknesses
Companys HR strategies
Organizational Performance
Formulation of HR policies
Formulation of HR
practices
HR Practices at Mobilink:
These are few of the HR practices that I have learned from my resource
person.
Planning
Recruitment
Selection
Training & Development
Compensation
Performance Appraisal System
Occupational Health and Safety measures
Career Planning and Development
Research and Development
13
Reward Management
Employee Relations
Planning:
After the emergence of new telecom companies, market has become much
more competitive and employees are less loyal to the company. Whenever they
get any opportunity better than the existing job, they just opt for that. Which is
there right, however Mobilink is aware of this fact and thats why they do not
have any formal strategy for succession planning. They do consider the people
from inside but proper succession planning is not practiced in Mobilink these
days. When they entered into the market they used to have strategy regarding
this matter.
But now due to market trends they have transformed there new
strategies. According to the management its not useful to invest a lot in the
employee at a larger extent. They do develop employees for there career
planning but no formal succession planning is practiced.
Internal Recruitment:
In MOBILINK, internal recruitment is done for the managers of the higher grade
and directors. When a position is vacant, the HR department views the past
performance of the people working at lower levels than the vacant position and
chooses the right person who is promoted to that position.
At the manager and director level, the internal recruitment process is mostly
carried out but when managerial position is vacant and a suitable person is not
available for the desired post from with in the organization then external
recruitment is carried out.
External Recruitment:
14
For external recruitment in MOBILINK, the line managers are required to make
a requisition form for the job in which they have to mention their need taking in
account the budget for establishment and salaries for the position of
Management, Business Support Officers and Workers. Role profile for the
specified job is also prepared matching up the requirement and the grade of the
job. Training period is also specified on the requisition form.
The requisition form along with the role profile is sent by the line manager to
the functional director for his approval and then forwarded to HR Manager. The
HR manager confirms the availability of budgets required for establishment,
salaries and cost of advertisement for the job. After all this, the requisition form
along with the job profile and the budget forecast is sent to the HR Director for
his final approval.
After approval from the HR director the HR manager and the line manager work
hand in hand to prepare job and person specifications for advertising or giving
to the head hunters.
The sources that MOBILINK uses to attract applicants are:
Inviting applications through advertisement
Recommendations from the head hunters
Applications obtained from the data bank of MOBILINK where direct
applications are received from time to time.
After a substantial amount of applications have been received, the line and the
HR managers again work together to shortlist the applications. This is done by
carefully going through all the application and by giving different weightage to
the following criteria:
Quality of early schooling
Grade obtained
Extra Curricular activities
Overseas travel and education
Age
Target University
Relevant experience
The HR Department then issue call letters to the short listed candidates along
with blank application forms by Date, time and venue for the preliminary
interview is advised and candidates are asked to bring along completed
application forms. A two-member panel of HR and line management carries out
15
Measures to improve
employee Skills:
competences
and
Orientation:
Mobilink has a very well organized and well established HR department that
practices all the HR strategies which are beneficial for the organization. As
other departments are well established and operational for there matters, HR
department is empowered to develop and plan what so ever is required for the
company.
Orientation and induction is required for employee familiarization with the
organization and Mobilink is well aware of this fact. Affiliation with organization
16
is only possible if the employees are informed about each and everything.
When the employee is hired he get proper orientation and that orientation may
exceed to few months until he get the feeling of affiliation and get to know the
organization well.
Training:
Training is a planned effort by a company to facilitate employees learning of
job-related competencies. These competencies include knowledge, skills or
behaviors that are critical for the successful job performance.
At MOBILINK, there is
managerial skills. For the
programmes offered at
opportunities to put these
managerial role.
Training Methods
On Job Training
Team Building
17
Problem Based
Refresher Courses
Technical Training
Communication skills
Anger management
Technical Training:
This type of training has direct effect on the job of the employee. Specific
skills are focused and developed accordingly. The engineering trainings of
Mobilink are also included with this along with
18
All these types of training are done to enhance the employees job skills at
the level he is at.
Performance Appraisal:
Reviewing performance and taking positive steps to develop employees further
is a key function of management and is a major component in ensuring the
success of the company through effective employee performance.
A review is about ensuring people know what levels of performance are
expected of them and then taking action to ensure they are trained and
developed to perform effectively.
Objectives of Performance Appraisals
19
Appraisal Policy:
The intent of these appraisals is to review current job performance and
responsibilities, set goals and discuss further opportunities with reference to
past performance at Mobilink.
Performance Review:
At MOBILINK a review is intended to be an open and frank discussion between
an employee and their Team Leader/Manager. Generally there are two
elements: first is the element in which discussion takes place over the strengths
and areas which need to be developed as displayed by the job holder over the
past 12 months. The performance is of course judged comparing the
performance against the core indicators of Job. The second element is
concerned with discussing the training needs/inputs activities that are
considered to be appropriate to help the jobholder overcome some of
development areas discussed in the review and also those activities that are
deemed appropriate to build upon their current strengths.
Appraisal categories
Appraisal category
Definition of category
1.expert
Indicates exceptional
performance
Indicate performance
that consistently meets
the requirements of the
position, very good
indicates the individual
is on track for
advancements
Indicated performance
that requires
2.very Good
3. Good
% Of total numbers of
employees which can
be rated in this
category
15%
10%
8%
20
4. Basic
5%
Promotion Policies
22
3-4 years
Specialist
3-4 years
Manager
2-3 years
Director
Chiefs
However, employees who may not get a chance of promotion due to the non
availability of an existing slot, will be compensated by being moved over with
in the new salary range specified by the company
Reward System:
MOBILINK considers its employees not just as a cost but also as a resource in
which the company has invested from which it expects valuable returns. Pay
policies and programs are one of the most important human resource tools for
encouraging desired employee behaviors. The advantage of paying above the
market average is the ability to attract and retain the top talent available, which
can translate into highly effective and productive work force.
The incentive schemes and incentive objective have been clearly
communicated to all individuals and weekly progress report is also
communicated to all concerned.
23
Promotions
Promotions are also reward management technique to motivate employees. In
MOBILINK promotions are based on the merit and seniority (experience) basis.
The one who performs well consistently over time gets reward in the form of
promotion.
Bonuses
The employee may receive 1 to 3 month bonus subject to evaluation of
accomplished objectives.
In Mobilink the reward system is based on the individual performance and
individual employee performance is judged for the reward. The manager of
respective departments recommends a candidate from his section for the
24
Smart/Quality work
Exceptional performance in a project
Targets achievements
Special assignments
Medical care
Life insurance
Vacations
Relocation
Credit advance policy provident policy/advance against provident fund
and a capping of gratuity
Recreation
Club Policy Travel
Education assistance policy
Mobile phone
Business mobile phone policy
Official Blackberry Policy
Life insurance
Medical entitlement
Employee Relations:
It is the company policy to ensure that the required standards of performance
and conduct are maintained. The disciplinary procedure is intended only as a
statement of Company policy and management guidelines. It does not form
part of the contract of employment or otherwise have contractual effect.
Discipline Procedure:
26
03 months
06 months
12 months
Stage 4 - Dismissal
Penalties:
Employees services may be terminated in following cases
Insubordination
Willful failure to carry out reasonable orders including the performing of
job assigned by supervisor.
Dishonesty
Falsification of any official company records will subject to the termination
without prior notice.
Violence
Causing a disturbance on company property resulting from fighting.
28
Intoxication
Coming to work under the influence of drugs or bringing drugs into the
facility.
Misrepresentation
Deliberate misrepresentation of past history or other important matters.
Motivation:
As we know MOBILINK is highly aware of how to motivate its employees in the
best way. This can be judged by the enthusiasm and good spirit that people
show in performing their jobs. There is a well-devised system that MOBILINK
follows for the purpose of motivation. It includes both financial and non-financial
rewards along with the major Motivators and Dissatisfies.
The company recognizes the importance of making people drive towards their
goals and the basic step towards this is made through recognizing the value of
importance that the company gives to its employees. MOBILINK has a set of
financial rewards, medical, dental, vision and life insurance, retirement plan,
educational refund assistance, paid vacation days, family and work life balance
benefits and profit sharing plan, Annual bonus opportunities, company cars etc.
other ways in which employees are motivated are:
29
Employees are safe in knowing that they will be rewarded for any
exceptional work. This reward is not only monetary. It is accompanied by the
employee being given recognition and greater empowerment.
Employees are given a very beautiful and healthy work environment.
Special attention is given to make the physical environment most
productive. This is why MOBILINK offices are considered to be the most
well decorated and organized.
As we know MOBILINK has a desire to promote the high achievers from
with in the company. Positions are given on merit and are transparent and
fair in nature. There is no special treatment. Therefore each employee
knows that he can aim for the top and actually get there. This has proved to
be a great source of motivation for the employees of MOBILINK.
Motivational factors:
Mobilink is a leading telecom company and all the employees working there
feel pride in affiliating them with the organization. Its the biggest intangible
motivational factor. Affiliating with organization, employees are self motivated to
work and loyalty comes from within. However they have other factors too. They
believe in praising the good work done by employees and reward them on that.
Reward may be tangible or intangible. They also arrange parties in which star
performers are highlighted. Also they have informal meetings after performance
evaluation and supervisors, subordinates, colleagues talk about there success
and are motivated through intrinsic factors. Delegation of authority and
empowerment re the tools which they use to motivate employees and that is
how they keep up the good work.
SWOT Analysis:
Strengths:
MOBILINK has been operating for a long period of time and has been able
to adjust with the changing environment because of its effective Human
Resource Management. The HR practices of MOBILINK have the following
strengths:
1. MOBILINK has the latest employee training and development
approaches. Therefore it can adapt to all sorts of change and bring
immediate improvement in work practices whenever the need arises.
2. MOBILINK hires only the most highly qualified and exceptionally
intelligent and energetic people. This result in lesser HR problems as
people are willing to change, take constructive criticism and focus on
30
Weaknesses:
It is very difficult to find any weaknesses in the HR management of a
company that has developed and created its HR strategy with near
perfection. However some weaknesses can be pointed out.
1. MOBILINK has a trend of maintaining long working relations with
employees and sticking with the same people as long as it is productive.
Most of these people are promoted from with in the company to form the
middle and upper management. This results in loss of creativity that can
be recognized by external recruitment for these core managerial
positions.
2.
The employees are supposed to work at late night without being paid
additionally. This creates mental tension.
31
Opportunities:
There are a number of opportunities that are available in areas of HR for
MOBILINK during the course of its future activities. These are:
1. The company can discover great potential through the future graduates
as every generation is being taught in more effective manner that leads
to better growth. Being a leading company in the employment rankings
of Pakistan MOBILINK can recruit the cream of graduates every year
and utilize their improved knowledge and abilities.
2. There is an opportunity to create the best image of the company in the
mind of customers by adding the value added services.
3. With the expansion in the company business in Pakistan, the HR
department can be expended in order to manage diversity of workforce.
Threats:
1. Due to entering of new companies in cellular industry the competition
has been enhanced. Like other areas HR departments is facing the
threat of employees switching from Mobilink to other companies.
2. The skilled and qualified workers are being attracted by the other
cellular phone & multinational companies.
CONCLUSION:
To conclude Mobilink has a strong HR system. That is the reason we
didnt found much discrepancies in what management says, what
policies state and what employees say. 90 % of the times they were
same. There are some minor discrepancies but they are adjustable with
little effort.
Recommendations:
To establish core competence and to bring competitiveness,
32
33
References:
34
Human Resources.
MOBILINK, F-8/3, Islamabad.
3. Usman Ahmad
MOBILINK, F-8 Markaz, Islamabad.
4. www.mobilinkgsm.com.
5. www.google.com
6. www.wikipedia.com
35