Project Report:

TRAINING AND DEVELOPMENT PROGRAM

Presented To:
Miss Raheela

Presented By:
Muhammad Zubair Rehan Naseem Muhammad Ali Raza Nazish Butt

ACKNOWLEDGEMENT

irst of all, we are thankful to Almighty Allah,

who has given us the strength and determination to carry out this research. We would like to express our sincere gratitude to Miss Raheela our teacher, for her valuable guidance, constructive comments and continuous encouragement through out the research. Special thanks are also extended to Mr. Javaid Iqbal (Engineer Ufone) for their assistance in data collection. Sincere thanks are also extended to all those who have helped us to complete our project.

Table of Contents

COMPANY INTRODUCTION UFONE MISSION & VISION DEPARTMENTAL INFO T & D FOCUSED DEPARTMENT HIERARCHY OF SALES DEP. HIERARCHY OF CALL CENTER QUERY PROCESS AT CALL CENTER TRAINING NEED ASESSMNET RESULTS OF ASESSMENT METHODS OF T & D OUTCOMES OF TRAINING PROGRAM CONCLUSION SURVEY FORMS ATTACHMENT

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Company Introduction

Ufone PTML is a wholly owned subsidiary of PTCL established to operate cellular telephony. The company commenced its operations, under the brand name of Ufone, from Islamabad on January 29, 2001. During the year, as a consequence of PTCLS privatization, 26 of its shares were acquired by Emirates Telecommunication corporate, Being part of PTCL, the management of UFONE has also been handed over to ETISALAT. During the year july 2005 to june 2006, Ufone continued on the path to success. The company further expanded its coverage and has added new cities and highways. UFONE has network coverage in more than 3475 locations and across all major highways of the country. Ufone currently caters for International Roaming to more than 200 live operators across 121 countries and introduced International roaming facility for Prepaid subscribers in Saudi Arabia, United Kingdom, United Arab Emirates, Singapore, Portugal, Thailand, Cyprus, Bangladesh, Uzbekistan, Tunisia and Kuwait with lowest rates, featuring no security deposit and activation charges. GPRS Roaming facility is available with more than 100 Live Operators across 80 countries.

Mission Statement

To become the best cellular communication option available in the country for U

Vision Statement

In order to evolve with our customer and to keep pace with your needs, we rejuvenated and revamp our image by changing our visual identity

Service line of UFONE

There are two basic products of UFONE UFONE prepaid and UFONE post pay. Both of these products are available at franchises for public.
1. Prepaid 2. Post paid

HR department at UFONE
It considers its employees as an asset of the company. So in order to retain their employees following practices are followed by the company.

HR Practices at UFONE
Recruitment and selection Orientation Training and development Compensation and benefits Performance appraisals

Work Force of UFONE

HR at UFONE is divided into the following two major Categories Permanent Employees (1500-2000 Approximately) Outsourcing employees (2000 approximately)

Permanent Employees
Permanent employees are further divided into the following two major Categories Operation Training and Development

Operational Department
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It covers all the area including hiring recruitment, selection and payroll etc. Hr operation team manages all the information about all the activities an employee performed and makes use of it for further processes.

Training and development

HR team of training and development make a performance evaluation of all the employees and screening where the gap occurs between the actual performance and the desired performance. Then training is for area which needs to be Improve. On and off jobs training are given according to the needs of the employees.

T & D Focused Department

Ufone Customer Service Center

We focus UFONE CALL CENTER department to practice our training and development program. Ufone call center is the best call center among telecom industry. Ufone focus its call center because this department is directly connected to the customers so it helpful to take feedback from customers and to solve out

there problems quickly and efficiently. Following is Hierarchy at call center.

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Query Process In Call Center

Here is a diagram which shows step by step procedure that how a query is process in customer care center.

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TRAINING NEED ASSESSMENT

A survey is conducted from Ufone Customer Care department by using checklist method developed by WEDPA.NET. Following is a sample of that tool used to assess the training needs.

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Result of assessment

After the survey from Ufone call center using WEPDA training need assessment tool following things are analyzed which needs improvement. Here is a list of the things to improve by effective training and development program

COMMUNICATION SKILLS ENGLISH LITERACY PRODUCT AND PROCESS CONTROL SUPERVISION AND LEADERSHIP COMPUTER OPERATING SKILLS BEHAVIORAL SKILLS WORK STRESS MANAGEMENT JOB ROTATION TEAM WORK QUICK RESPONSE TO CUSTOMER CONCEPT ABOUT CUSTOMERS TIMELY SOLUTION OF PROBLEMS MULTI TASKING SKILLS UPDATE KNOWLEDGE ABOUT ORGANIZATION
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 UPGRADATION OF TECHNOLOGY

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Training & Development Methods

Following are some methods used in training and development. Cognitive Methods

LECTURES DEMONSTRATIONS DISCUSSIONS COMPUTER BASED TRAINING (CBT)

o o o

INTELLEGENT TUTORIAL SYSTEM(ITS) PROGRAMMED INSTRUCTION (PI) VIRTUAL REALITY

Behavioral Methods

GAMES AND SIMULATIONS o BEHAVIOR-MODELING o BUSINESS GAMES o CASE STUDIES o EQUIPMENT STIMULATORS o IN-BASKET TECHNIQUE o ROLE PLAYS o Communication skills improvement

Other Methods
On The Job Training

COACHING MENTORING JOB ROTATION JOB INSTRUCTION TECHNIQUE (JIT)

Off The Job Training

SENSITIVITY TRAINING LANGUAGE COURSES STRAIGHT LECTURES/ LECTURES SIMULATION EXERCISES

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OUTCOMES OF TRAINING PROGRAM

After the implementation of training and development program there is a rapid change is observed. Ultimate efficiency of the department increased. Performance of employees also increased.

By improving communication skills the effectiveness and quality of calls improved. By conducting English language training programs employees are confident and have command on language. Computer operating skills improved which is helpful to respond a customer quickly without wastage of time in searching information.

Employees behavior towards customers improved which helpful to gain the customer trust and satisfaction.

Employees are now able to manage work stress and perform effectively in job rotation and enrichment. Team work is improved By improving multi tasking skills employees can quickly and in very short time satisfy the customer. Customers are now able to find out quickly solution to their problems. Overall performance of company is based on this department so by improving it we can achieve many goals of
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company just like retention of employees, increasing customer trust, increasing company goodwill etc.

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Conclusion
Training and development programs are very necessary to upgrade the organization time by time. It helpful to get competitive edge over other organizations in a tough market competition nowadays. A good training program is helpful to increase overall performance of the company and employees and increase the effectiveness.

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