Professional Documents
Culture Documents
Executive Summary
Warid Telecom is committed to distinctive quality and unparalleled customer service in
all aspects of their business. The success of Warid Telecom is determined by the success
of unified team operating in their organization. They have to earn trust and respect of
their customers everyday in order that the customer makes the decision to choose their
services. Their success is guaranteed by creative, productive employees who are
empowered to make suggestions. Their jobs are designed to fulfill their mission. The
primary goal of Warid Telecom is to live their vision and continue to be an industry
leader. They achieve this through dedicated hard work and commitment from every
employee. It is the desire of Warid Telecoms management, from top to bottom, to have
every employee succeed in their job and assist in achieving their goals.
Warid Telecom is an equal Opportunity Employer. They will extend equal opportunity to
all individuals without regard for race, religion, colour, gender, creed, national origin,
age, disability or handicap status. This policy affirms Warid Telecoms commitment to the
principles of fair employment and the elimination of all vestiges of discriminatory
practices that might exists. It is important that the employees will promptly notify the HR
representative of any change in name, home address, telephone and other information.
Regular work hours are 9:00 am to 6:00 pm, Monday to Friday. On Saturday, the work
hours will be from 9:00 am to 1:30 pm.
All Line managers should keep record of employee attendance. If an employee is
frequently late without any acceptable reasons, the Line Managers should inform HR to
exercise corrective disciplinary action. Identification cards are issued to all employees of
Warid Telecom that shows the employee name, number and issuing date. Any kind of
company property is not used for the personal use. It is the responsibility of all employees
to maintain the confidentiality of information about Warid Telecom. The dress code for
males is dress shirt, dress pants, tie and dress shoes. They can wear Shalwar Qameez on
NCBAE Lahore
Introduction
2
NCBAE Lahore
Warid Telecom is founded by Abu-Dhabi group. The Abu Dhabi Group is led by His
Highness Sheikh Nahayan Mabarak Al Nahayan. His Highness is the Federal Minister for
Education of the United Arab Emirates. He is the Chairman of Warid Telecom Wateen
Telecom United Bank Limited and also the Founder Chairman of Bank Alfalah Limited.
Best Practices:
NCBAE Lahore
NCBAE Lahore
services.
We
want
to
live
up
to
our
motto
of
We
Care.
Transparency We are always open and honest. Warid Telecom has paved
the way to expose hidden charges reduce tariffs and maintain a clean
reputation. We say what we do and we do what we say.
ORGANISATIONAL CHART
NCBAE Lahore
Chairman
Board of Directors
CEO
General Managers
Senior Managers
Managers
Assistant Managers
Executive
NCBAE Lahore
Nation-Wide Network
NCBAE Lahore
NCBAE Lahore
NCBAE Lahore
Warid telecom is providing equal opportunity to its employees. They will extend equal
opportunity to all individuals without regard for race, religion, color, gender, creed,
national origin, age, disability or handicap status. So that all the employees working in
Warid telecom work with full confidence.
Warid telecom has the policy that affirms its commitment to the principles of fair
employment and elimination of all vestiges of discriminatory practices that might exists.
In Warid Telecom, there is no any kind of discrimination. We hire the employees
irrespective for their gender, race and religion. In the company we have a mixture of the
peoples but they all work like a happy family.
The workplace is sufficient for all the employees. Company provides necessary
equipments to its employees to do their work with ease and comfort. Moreover the
atmosphere of the company is peace and calm.
NCBAE Lahore
Internal Source: In this source any one employee, within the company who will
be able to done the high post job, is selected. The information about the post or
vacancy is pasted on bulletin boards; on co-operate intranets and anywhere else.
This source is used less.
Moreover they also publish the vacancies also on internet. So the peoples apply from
internet are called for interviews and for further process. If the company made its
franchise on any rural area, then company prefer to hire the person from that area because
it is easy for customers to communicate.
11
NCBAE Lahore
Selecting Employees
Like every multinational company, Warid Telecom has also a specialized procedure for
selecting the employees. The selection process is described as follows:
NCBAE Lahore
Interviewing Candidates.
Checking References.
They select the employees on the basis of work experience and knowledge. Good results
are also matters but knowledge is very essential for concerned job. In selecting the
company conducts tests for clerical jobs. There are some engineering tests,
communication skills tests, computer knowledge tests and many more based upon the
vacancy.
Line Managers and Human Resource Managers conduct interviews from the candidates.
But if there is an interview for some special posts like General Managers etc, then Board
of Directors and Chief Executive Officers conduct interviews. The company conducts all
types of interviews like structured, situational, behavior description, and panel interview.
In most of the cases, there are panel interviews. The selected candidates are informed by
both e-mail and postal services.
Training Employees
Warid Telecom believes that it is necessary for individual employees or groups of
employees to take job related training courses that enhance their values to the company,
keep them up to date on the latest trends, technologies and knowledge, offering a great
chance to interact with peers. Training need is identified through gap analysis,
performance appraisal, profile assessment or one on one meeting.
Training is considered as a learning intervention used for the personal as well as
professional development of Warid employees. The employees are given in house
13
NCBAE Lahore
In Warid telecom, they use all training methods e.g. Audio/Visual, Practical, workshop,
presentations, hands-on etc.
Job Design
The HR Department designs the jobs in which they define how work will be performed
and what task will be required in a given job. The four phenomenon of Job that is
practiced in Warid Telecom are given below:
Work timings are fixed for all the employees. Most of the work is done by teams. Regular
work hours are 9:00 am to 6:00 pm, Monday through Friday. On Saturday, the work
14
NCBAE Lahore
Customer Services
Due to operational requirements, the timings for customer service division may differ and
are communicate accordingly. A cheerful and positive attitude is essential to our
commitment to extraordinary customer service and impeccable quality. It is essential that
the employees act in a professional manner and extend the highest courtesy to coworkers, visitors, customers, vendors and clients.
Job Evaluation
All new staff (except GMs or above) will have to undergo probation period for 3 months.
During the Probation period, the notice period is one day. Performance of the employee is
monitored closely, if the new staff is unable to perform as per Companys expectations,
15
NCBAE Lahore
Salary Structure
The Companys salary structure consists of salary grades and salary ranges. It is
established based on the relative values of jobs as a result of job evaluation process and
competitive market practices. The existence of structure allows differences in
performance and contribution to be rewarded at different salary levels. Every year, the
company reviews its salary range in accordance with the results of a market survey to
maintain the competitiveness of the salary structure. It depends on how competitive we
are when compared to the market.
The criterion which is used by the company for deciding the salary of an employee
includes the following:
The employees trend of performance over time versus the current year.
Pay relationships: where to position the employees base pay relative to others
within the department who are performing similar work.
16
NCBAE Lahore
17
NCBAE Lahore
Hospitalization.
Dental Treatment.
Preventive Measures.
Car Policy.
Others
Group life insurance coverage is provided to all employees. In the case of an employees
death the beneficiaries of the employee shall receive the insurance benefits .the amount
would be doubled in case of accidental death.
All employees their spouse and children up to the age of 25 (no limits for the unmarried
daughters) dependent parents are eligible for the hospitalization. For details please watch
compensation and beneficial departments
18
NCBAE Lahore
Small pox
Cholera
Polio
Typhoid
Tetanus
Diphtheria
Gamma Globulin
Hepatitis
The company expects its employees too appropriately and reasonable use the cellular
facility, keeping the perspective that this is a business tool and not a benefit /perk.
Furthermore, all personal /private calls shall be identified and duly paid by the user. If the
cellular phone bill exceeds the stipulated limits, additional bill is deducted from salary of
the employee.
All employees would be given a cellular connection, with the monthly maximum limit
considering their level of responsibility and job functions. It is expected that employees
with the company cellular phone facility keep their mobile activated for business use 24
hours a day and 7 days a week.
19
NCBAE Lahore
Warid Telecom provides all eligible employees (except GMs) with the corresponding car
allowance to compensate them for official commute, business and personal use. Pool
vehicles & Department Vehicles Necessary maintenance and provisioning of
Pool/Department vehicles are the responsibility of Admin Service department.
All regular employees are entitled to one monthly gross salary per year of service, as
gratuity after completion of one year of service. Gratuity amount is based on pay rate at
the end of employment. All regular employees are entitled to contributory provident fund.
The provident fund shall be deducted at a rate of 9% of basic salary per month after
successful completion of 90 days probationary period.
20
NCBAE Lahore
All the employees shall have equal rights as employees of this company
regardless of the position held. They shall observe the rules and regulations
related to their work. Each employee shall be responsible for ensuring the best
accomplishment of his/her assigned task.
It is the policy of the company that certain rules and regulations regarding
employees behaviors are necessary for the efficient operations of the Company
and for the benefit and protection of the rights and safety of its employees.
Ethical principles are the values that set the ground rules for all that we do as employees
of Warid Telecom. As the company seeks to achieve responsible commercial success, it
will be challenged to balance these principles against each other: always mindful of their
promise to shareholders that we will achieve responsible commercial success. Following
are the ethical principles practiced in Warid Telecom:
Honesty: they will not say things that are false. They will never deliberately
mislead. They will be as candid as possible, openly and freely sharing
information, as appropriate to the relationship.
21
NCBAE Lahore
Fairness: They will create and follow a process and achieve outcomes that a
responsible person would call just, even-handed and not arbitrary.
Respect for others: They will open and direct in our communication and
receptive to influence. They will honor and value the abilities and contributions of
others, embracing the responsibility and accountability for our actions in this
regard.
Compassion: They will maintain an awareness of the needs of others and act to
meet those needs whenever possible. They will also minimize harm whenever
possible. They will act in ways that are consistent with our commitment to social
responsibility.
Integrity: They will live up to Warid telecom ethical principles, even when
confronted by personal, professional and social risks, as well as economic
pressures.
Each staff will be judged on merits of their performance and no favoritism preferential
treatment within/cross department(s) will be allowed. Warid telecom is committed to
providing a safe and productive work environment for all employees. The company
believe that its employee should be treated with dignity and respect. Threats or acts of
violence by an employee or any other person on Warid telecom Premises to another
individuals wellbeing, life, health, safety, family or personal property will not be
tolerated.
Threats and acts of violence, including, but not limited to threatening language, behavior,
physical alterations, e-mails, written materials and destruction of personal property is
strictly prohibited. Firearms and/or weapons of any kind neither are nor permitted in the
workplace. If the company hears information that is questionable, we question it as to its
validity and not simply pass it along to others and not react. Any malicious rumors need
to be challenged as to its merits.
22
NCBAE Lahore
It is the companys policy that all employees have the right to work in an environment
free from any type of illegal discrimination, including sexual harassment. Any employee
found to have engaged in such conduct will be subject to immediate discipline up to and
including discharge.
No employee is allowed to exchange gifts with any of our suppliers, vendors, franchisees
etc in the tune that may construe to greeting any direct or indirect benefits from the
employee in a sense that compromises the meritocracy standards of the organization.
Employees who receive any kind of gift from suppliers, vendors, franchises etc will be
required to promptly inform his/her Line managers and GM Human resources for any
further action that management deems appropriate.
Corrective disciplinary process is to provide employees with an opportunity to correct
performance related problem/misconduct and avoid recurrence of them and to protect the
interest of the company by promoting fair and consistent disciplinary action when
needed. Three steps in disciplinary process are given below:
Discharge: This is the final disciplinary action and will only take place if the
employee performance/misconduct did not improve despite verbal and written
notice, or f the employees performance/conduct reverts back to an unsatisfactory
level within 6 months after the expiration f the written notice.
23
NCBAE Lahore
Problem solving
The problem solving strategy used by Warid telecom is:
DO IT
D: Define Problem
T: Transform.
Next Approach:
Problem finding.
Fact finding
Problem Definition.
Ideas Finding
Selection.
Planning
Sell ideas
Action.
24
NCBAE Lahore
Annual leave balance at termination must not be used s part of termination notice
and must be settled by payment unless exceptions are made by the management.
Employee should return all company property (i.e. Employee ID, laptop
computers, USB drive etc) at the time of resignation.
Discharge is the termination of services of an employee by the company for the following
reasons:
Human Resource division will conduct an Exit Interview with the employee leaving the
organization before or on the last working day. Employee exit interviews are used last
working day. Employee exit interviews are used to gather information from separating
personnel. The survey covers issues such as benefits, working conditions, opportunities
for career advancement, the quality and quantity of the work load, and relationship with
co-workers and supervisors. The purpose for such data collection is to gather data for
improving working condition and consequently retaining employees.
25
NCBAE Lahore
Suggestions
26
NCBAE Lahore