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TABLE OF CONTENTS

HISTORY OF THE BUSINESS.................................................................................4

INTERODUCTION TO BUSINESS...........................................................................4
NATURE OF BUSINESS...........................................................................................4
MISSION STATEMENT............................................................................................5
VISION STATEMENT...............................................................................................5
Well rounded employees who wish to become part of this adventure................................5
SWOT ANALYSIS:....................................................................................................6
PLANNING.................................................................................................................8
BUSINESS STRATEGIES..........................................................................................8
FINANCIAL OBJECTIVES.......................................................................................9
Organizing .................................................................................................................10
Span of management .................................................................................................12
Departmentalization...................................................................................................12
Task Division.............................................................................................................13
Managerial Communication.......................................................................................13
Telephone system ......................................................................................................13
Computers :................................................................................................................14
Teleconferencing:......................................................................................................14
Fax Machines:............................................................................................................15
Group Meeting:..........................................................................................................15
Grapevine:..................................................................................................................16
Barriers In Communication........................................................................................16
OVERCOMING THE COMMUNICATION BARRIERS.......................................17
HR DEPARTMENT FUNCTION.............................................................................18
JOB ANALYSIS........................................................................................................19
:..................................................................................................................................19
JOB DESCRIPTION ................................................................................................21
:..................................................................................................................................21
GENERAL POLICY.................................................................................................22
...................................................................................................................................22
GENERAL HIRING PROCEDURE.........................................................................22
Orientation:................................................................................................................25
PERFORMANCE APPRAISAL ..............................................................................26

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 HISTORY OF THE BUSINESS
Cellular mobile telecommunication services were introduced in Pakistan in
1990.six operators currently provide this service and their subscriber base as
of December 2004

Paktel is regarded as the Founder of the Mobile Industry in Pakistan. Paktel

was granted a license in 1990 to operate a cellular system across Pakistan
and has improved its network capacity from time to time.

INTERODUCTION TO BUSINESS
Warid Telecom launched in Pakistan on 23rd May 2005 but its pre
launch operations started working six months before the Launch
this shows the planning masters took enough time studying
Pakistan’s Market and is well equipped to serve in the field of
service based cellular industries in Pakistan.

NATURE OF BUSINESS
WARID TELECOM is a private limited registered company. Having
registered trademark. The total investment is debt-equity based with the ratio
of 40:60. Means the 40% of the total investment is loan based and the other
60 % is equity based. The company have license to sell MOBILE GSM
connection and provide of all kinds of mobile connection services to run
business

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 MISSION STATEMENT

“Warid Telecom's stated mission is to be the leader in innovation

and services”
“To be the national communication provider with a strong
International presence

VISION STATEMENT

Warid Telecom believes in working with strategic partners and employees

for long term relationships.
As a consequence of the above, Warid Telecom is looking for the following
to deliver its vision:

Strategic vendors and partners to assist in rolling out these services in a

timely and efficient manner with a focus on turnkey solutions and premium
propositions

Strong partners to assist in launching these services and creating effective

sales & marketing / business development opportunities for all to
operationally and financially gain. Consultants and experts to help deliver
this vision

Well rounded employees who wish to become part of this adventure

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 SWOT ANALYSIS:

SWOT analysis is specifically the study of Strength Weaknesses

Opportunities and Threats, out of which Strength and Weaknesses are
internal factors whereas Opportunities and Threats are external factors.

The SWOT analysis conducted for this assignment is of the new emerging
Telecom Company named as Warid Telecom. Warid Telecom launched in
Pakistan on 23rd May 2005 but its pre launch operations started working six
months before the Launch this shows the planning masters took enough time
studying Pakistan’s Market and is well equipped to serve in the field of
service based cellular industries in Pakistan.

Strengths:
• Compatible Prices.
•
• Variety of tariff plans

• Best Vendor Selected

• Customer Focused Services

• Experienced higher Management:

• Easy access to customers

• Working on staff development strategies

• Higher Pay structures

•
• VAS ( Value added services, including extra features)
.
• Enough market study

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 •
• Effective marketing strategy
•
• Return back granted

Weaknesses:

• Network issues (signals fluctuation problem)

•
• Coverage Issues (city coverage is a big issue)
•
• Delayed activities
•
• Difficult to convert the customer of the other companies user

Opportunities:
• Expansion of network coverage area
.
• Better Marketing Promotions
•
• Needs to develop competitive edges

• Company has an opportunity to capture the large share market

share:
•
• Employee Recognitions programs:
.

Threats:
• Constant Comparison with competitors
•
• Price war

• Hype

• New company image

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PLANNING

In the management process ,planning is the first and most important step. It
includes defining of objectives, assigning of responsibilities, carrying out of
actions to reach the desired objectives working through other people .then
evaluating operations and changing and redirecting when necessary. the
management process begins with planning and continues along with it every
step of the way

The basic steps in developing a plan are:

First: establish the objectives. What is to be accomplished?

Second: outline the procedures.

Third: assign responsibilities

BUSINESS STRATEGIES

Warid telecom main strategy is to serve maximum people of Pakistan

they can serve. The company works according to the need, wants and
demands of the people who are searching for the quality on cheaper prices.
This company wants to be honest with all Pakistani’s and wanted to
minimize the inflation in the prices of mobile connections. Its not only
inflation in prices but the poor quality which forces the company to serve the
people with change and give them respect and freedom to satisfy for what
they are paying enough.

Warid telecom knows that Pakistan is a poor country and people here
have not been treated fairly. Company wanted to set standards of providing
quality services on cheaper prices.

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Warid telecom keeping in mind the change in trends and customer needs
company serves them by giving additional services like on line billing
option, customer can check their mobile bills on company websites, value
added services GPRS, MMS charging minor additional cost. Company
offers its customers free delivery where ever they want.

•
Warid telecom obviously runs that business to earn money by serving
people best, for that it focuses on more quantity sold. It keeps the prices low
and little profit per unit with more unit sold results the profit maximization.

Warid telecom in long-term strategies wants to work together with the

government for their future concern project like fiber optic cable , land line
phone service project .they have their own international gate way
•

Warid telecom is a business having its tough competitors covering almost

every city of Pakistan. But the competitive edge this company has is the
quality and providing maximum facilities on lowest possible rates and the
compiled comparison of the rates of other cellular operators

FINANCIAL OBJECTIVES

The basic goal of any firm is to earn money or generate profits on its
investment. Warid telecom has clear strategies to maximize profits by
selling more. Company is working well according to its plans and strategies
and has been very successful to achieve all its financial goals. It’s expanding
day by day and the financial status of the company is improving constantly.

Warid Telecom, had acquired over1350,000 customers since the network

went live on 23 May. The GSM/GPRS network was built from scratch,
starting on 23 October 004, and at launch covered 28 cities, Warid is
attracting an average of over 10,000 new customers daily.

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Company’s financial objective is to increase profit by using the selling
technique of more selling to maximize profit. The company not only wants
all the financial benefits but its wants to serve people and by charging less.
The more the people get use to of that, the more profit could be earn by the
company.

SHORT TERM OBJECTIVES

As the company is new the short-term objectives are as follows:

1. Improve quality
2. Satisfy customers
3. Increase outlets
4. Provide all the advertised features
5. Work according to the strategies to achieve goals (SHORT TERM)

LONG TERM OBJECTIVES

Company’s long-term objectives are as follows:

1. Work with Government to cut prices and provide better quality
2. Control inflation of meat in the country
3. Set standards for the meat market and involve Government in it
4. Network in whole pakistan
5. To achieve all the financial benefits by serving people
Work according to the strategies to achieve goals (LONG TERM)

Organizing
Management function that involves in the process of determining
What are to be done,
Who is to do them,
How the task are to be grouped,
Who reports to whom and where decision are to be taken

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Organization Structure

Warid Telecom
Is working on centralized procedures
Department wise Warid Telecom they are decentralized in way
that they can perform their operation separately
But the decision-making is centralized for every single purpose
decision comes from the same channels

Details of the hierarchy

• CEO

• General Manager Operators

• Area coach

• Assistant Area Coach

• General Manager

• Assistant Manager

• Shift Manager

• Manage in Training

• Supervisors

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This is a very formal and friendly structure. The employees and the
workers are advised to go to the senior managers of the outlet if a
problem is occurred, there is a bigger issue then it is discussed with
the senior’s managers and if there is a crisis then it is immediately
taken to the CEO for the solutions. a meeting is held after six
months or annually so that a preview of the company’s outlook is
checked, or seminars are conducted to assure the safety and
security of the company.

SPAN OF MANAGEMENT

Warid telecom came with the point of view of becoming

Pakistan’s largest cellular operator and for that they have sufficient
infrastructure and human resources.
There are supervisors for the team of twelve CSRs.
And for every (two) supervisors there is one Floor manager
All floor managers reports to department manager
The department manager reports to Contact center head
Contact center head reports to General Manager
sme hierarchy applies on every other department

DEPARTMENTALIZATION

The organization is departmentalized on the basis of its

functionality
Different functions are catered in different departments
As there is one department that works for operations
The other works as credit and collection
The next works as bill delivery systems
And other works as complaints management and support

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 Task Division

Task division is basing on division of labor and the work

specialization
The higher management perform mostly basing on their work
specialization matters
At first line managers the familiarity with the system and software
being used

MANAGERIAL COMMUNICATION

To meet the communication needs,Warid has used the best

communication technology.
Warid adopt the communication technology on the basis of
effectiveness not on cost
As they have acquired all the technology from Ericcsson that is
known to be the world’s best vendor.

Telephone system

Management employs a telephone operator to use the switchboard

in order to route incoming calls to the various extensions
. The switchboard itself automatically processes internal calls: those
made from one member of staff to another within the organization.
There is a centralized IP phone system being used in Warid where
if an employees is sitting in Lahore and has to dial Karachi they
will simply dial the extension number of that employee

Features that help the switchboard operator manage calls and

messages include:

Queuing

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Call Logging

Hotline

Liquid Crystal Display (LCD)

Call Divert

Conferencing

Computers :

It is used for sending and receiving electronic mail messages and

viewing business products. Warid telecom every information they
want give away is done through proper computerized system if
they have to convey a new policy regarding any thing its important
that email should be routed through T & D department

Teleconferencing:

“Teleconferencing means using technology to conduct meetings

among several people who are in different places”
Warid is using IP phones system from where any extension
number can be dialed in any city of Pakistan

Three major forms of teleconferencing are use

Audio conferencing
Computer Teleconferencing
Videoconferencing

Audio conferencing is mostly used in Warid where every thing can

be communicated directly

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Every single call from IP phones is recorded so can be used as a
record and for confidential matters
Other means are used like personal mobiles or face to face
meetings.

Fax Machines:

Warid telecom has a universal fax number that is 111111322

It is not only for employees but for the facilitation of the customers
as well.
Warid has chosen a computerized fax system where the fax
received directly comes to the correspondence department email
account and is then subjected to the person attention

Group Meeting:

Groups meetings is one of the usual practice in Warid telecom

there are plenty of conference rooms and refresher rooms available
for such activities.
Sometimes there are meetings of supervisors with teams
some times between floor mangers and supervisors
and sometimes between managers and floor managers and so on.
There are no specific trimmings for that whenever there is a need
formal or in formal group meetings are conducted

Formal Presentation:

Whenever a department comes up with any thing that needs to be

communicated there is always a formal presentation for that
doesn’t matter if the presentation is subjected to first line or for
middle or higher management

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Grapevine:

The grape vine method is always there as there is a huge number of

employees
It is mostly followed by the huge bulk of rumors that spread and
dies with every passing day

BARRIERS IN COMMUNICATION

Filtering

Filtering is big problem ineffective communication

How to overcome filtering
There is a two-way communication system in Warid and the
filtering is always discouraged and is minimized

There is always a sense of sharing between employees and

management.
But in favor of customers and the company the sharing of the
information is done through proper scripting and limitations

Selective perception

In Warid telecom assumption is said to be a ‘sin’. Any

information left unattended basing on the selective perception is
highly discouraged and every thing has to be taken objectively and
efficiently

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Information overload

Information overload is one of the problems faced as technology is

moving very fast

How to overcome :
It is being catered quite efficiently through T & d emails system
and daily refreshers and this certainly helps a lot to retain
important information

Jargon:

Internally there are jargons used for communication purposes

How to overcome
They familiar the jargons to the employees working there
And the usage of jargons is encouraged with in the organization
But is highly discouraged to use jargons with the customers.

OVERCOMING THE COMMUNICATION BARRIERS

In Warid telecom there no barrier on asking any thing if there is

any kind of ambiguity or any confusion.
Emails can always be routed back for further queries.

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Simple language is always preferred as the information starting
from the high level to trickle down to the first line employees and
finally to the customers

Use feedback

Feed back system is very much encouraged in Warid telecom

there are properly designed web pages for taking the feedback
from employees and the customers.
there is chain emails or direct emails systems developed for
feedback in both ways

HR DEPARTMENT FUNCTION

JOB ANALYSIS

JOB SPECIFICATION

JOB DESCRIPTION
SOURCES OF RECRUITMENT
HIRING POLICY

GENERAL HIRING
PROCEDURE
INTERVIEWS AND TESTS
SELECTION POLICY
SELECTION PROCESS
PERFORMANCE APPRAISAL

FACTORS OF APPRAISAL

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JOB ANALYSIS
:

A job analysis can be used as a starting point for developing a

variety of human performance management and development
programs,
Including employment tests
Performance evaluations, and determining training needs
A job analysis is an efficient,
Cost-effective way to gather useful information about a job.
Once this information has been collected, it can be used over and
over again (with appropriate updates) for many different purposes

List of some information that can be generated from a job

analysis:

Major job functions or duties

Work tasks
Skills or competencies
Work related knowledge
Performance standards and rating scales
Career paths
Work experience requirements
Education requirements
Training requirements
Future impact
Critical situations faced by job holders
Comparisons with other jobs (similarities and differences)
Decision making authority
Physical abilities
Work environment factors
Certification requirements
Competency models

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Activities performed:

At the moment in Warid telecom there are approximately 45 jobs

being conducted by different people? These jobs have there own
description and specifications.
And each of the description and specifications are made clear to
professionals recruited and selected after a long process.

Pay roll policies:

Payday is last day of every month.

Overtime is double the hourly rate of pay.
AL-FALAH bank main branch deal with the distribution of pays
for permanent employees.

Work schedule:

Nine work hours in one shift and one day off during the week.

Break and meals period:

One meal and one tea breaks in one shift of 15 minutes each.
Meals are allowed in staff cafeteria only
for managers in the working place
they can’t go there and leave there seat.

Leaves:

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Annual maximum 12 leaves, sick medical certificate for 3 or more
earned max. 7.

JOB DESCRIPTION
:

•Detail Job description of the mangers was given to us by the HR

manager in which it has

JOB TITLE,
DEPARTMENT NAME
WHOM TO REPORT is given.
PURPOSE,
RELATIONSHIPSHIPS
DUTIES AND RESPONSIBILITIES

Below are examples of job description of jobs in Warid telecom

Lahore. You can see that

JOB TITLE
DEPARTMENT
REPORTING AUTHORITY
PURPOSE
RELATIONSHIP
DUTIES AND RESPONSIBILITIES

Sources Of Recruitment:

SCOPE

This policy applies to all Warid telecom outlets and offices

employees operating under this organization.

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OBJECTIVE

The objective of the policy is to ensure that

Everyone coming into the organization comes according to a
standard procedure
To ensure quality hiring at all levels as per company standards and
requirements for any given job.

GENERAL POLICY

All hiring are done through the Newspaper AD.

All persons will be hired at each level on merit,
As per their qualifications and experience at the prescribed salary
and benefits levels

HIRING REQUEST

People are hired according per need.

GENERAL HIRING PROCEDURE

An ADD is given in the newspaper.

CVS generated by the add are screened
Then candidates are called for interviews and selection is done.
Once the decision has been made, growth ladder is discussed and
salary may be negotiated.
The hired candidates are issued an appointment letter (to
supervisors and above).
The candidates are told where and when to report

INTERVIEWS AND TESTS

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People will be interviewed and tested as per the procedure.

HOW AN ENTRY INTERVIEW IS CONDUCTED

1. Candidates are given employment application form.

2. The interviewee will fill out the employment application.
3. After the form has been filled, the interview will be
conducted.
4. At the end of this round, the interviewer will give her/ his
assessment either recommending or not recommending the
candidate.

CONFIRMATION REVIEW

A confirmation will be sent to the candidate selected.

There is a interview rating form that is filled by the interviewer
the major contents of the form are as follows

• Appearance and grooming

• Professional qualification
• Experience and knowledge job applied for
• Communication skills in English
• Balance poise and maturity
• Potential for growth
• Reasoning and judgment
• Computer skills

HIRING FAMILY MEMBERS

No two people from same family will be hired within the same
epartment or function.

VISITING CARDS

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All permanent employees are eligible for company visiting cards
within their names and designations on confirmation of their
employment.

Selection Policy:

Selecting the right employee is very important for them;

they do careful selection because of their commitment to good
service standards

They have a motto that if you put in 100% in it - the sky’s the
limit.

•After selection they give proper training,

•Good working conditions,
•Reasonable compensation for the effort,
•Recognition and reward for a job,

Selection Devices:

The process of selection goes through only two steps

Application form filling

Interview

In application form they require position required applied for,

salary required, if employed anywhere at the moment,
if they have any relative working experience in the organization.

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ORIENTATION:

In warid telecom orientation period is one week the purpose of

orientation is to assist new employee

In becoming familiar with the organization

In understanding the mission of the organization
In understanding their responsibilities within the organization
To provide information about academic policies, procedures and
requirements

Employee Training:

In Warid telecom different method are used for employee training

•On site training
–On-the-job training
–Coaching
–Job rotation

•Off site training

–Lectures/seminars
–Cases studies
–Computer-assisted instruction

Skill Training:

Warid telecom want these Skills developed through training

methods

•Effective verbal and written communication—effective listening

•Interpersonal Skills
•Public Relations Skills
•Technological Skills
•Workplace Attributes

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•Ethical Behavior
•Individual Accountability
•Responsiveness
•Learning from failures/mistakes

PERFORMANCE APPRAISAL

Performance appraisal is usually done by the immediate Superior

that is reviewed by Department head and if action is to be taken it
will be done by Human resource manager which will be dually
signed by the General manager.

FACTORS OF APPRAISAL

•Personality
•leadership
•Professional ability
•Staff work

COMPENSATION AND BENEFITS:

Developing an effective and appropriate compensation system is

an important part of HRM department.

In Warid telecom compensation and benefits include

•Medical facilities
•Bonus pays on eid
•Pay double wages if employee come on holidays
•Mobile phone facility
•Life insurance
•Free lunch
•Pick and drop service

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