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Prof. Sadaf Ashraf
Amna Asghar Faiza Ahmad Faryal Majeed Furyal Awais Humaira Liaqqat Mahwish Afzal Tayyabah Aziz
We are thankful to ALLAH who blessed and helped us to carry out this report and our parents, friends who cooperated and supported us. We are grateful to our teacher Ms. Sadaf Ashraf, whose assistance all through the course of Human Resource Development is incredible and without her support this project would never been accomplished. We would like to extend our special thanks to Asif Ifttikhar (CS Operations Mobilink) for lending us his support and providing us with all the valuable information in due course of time. We would also like to thank the other staff of Mobilink for being so cooperative and for guiding us in every step of our project.
Orascom Telecom Holding S.A.E. ("Orascom Telecom") or ("OTH") was established in 1998 and has grown to become a major player in the telecommunication market in the world. OTH is considered among the largest and most diversified network operator in the Middle East, Africa and Pakistan. Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, was awarded a license in July, 1992 and 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 24 million and growing. Mobilink provides the most extensive network coverage footprint across Pakistan through an integrated technology infrastructure in more than 5,000 cities, towns, villages, and countless remote destinations, including International Roaming in 110 countries through 300 partner operators.
There are about 5000 employees currently working in Mobilink of which 4500 are working on permanent basis and 500 on temporary basis, with average of more than 800 employees hired every month. Among them approximately 5% are managers and operatives are 40%, rest are either contractual or not directly related to core business. In April 2001, when the OTH (Orascom Telecom Holding) took over management control of the company, the market share was only 40% but as of March, 2006; Mobilink served over 14 million subscribers, representing a market share of approximately 56.2% of total mobile subscribers in Pakistan. However, during the past two years the market share of Mobilink has gone down to 41% (As of March, 2007).
The head office of Mobilink is located at KULSUM Plaza, blue area, Islamabad. 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 20002500 customers service centers all over Pakistan. Principal area in which Mobilink Telecommunication is working is that it provides its customers, a wide range of postpaid (Indigo) and prepaid (Jazz) solutions. Keeping in the mind their customer convenience they have also bundled mobile handsets, sold either independently or bundled in Set so Go Get Pack. Competition faced by the company is from al 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. Mobilink is using high IT based technology for operations. Mobilink uses Motorola’s infrastructure mostly at radio based stations, but now it has been exceedingly using Alchatel equipment too. Switching equipment is of Siemens and Alchatel, billing system from Telesens KSCL and Ericsson, Intelligent network from Siemens, Microwave equipement DMC. The GSM (Global System of Mobile communication) band that is used by Mobilink is in 900/1800 MHz. The number of subscribes of Mobilink has been fast increasing since year 2000,the number of subscribes of Mobilink has almost doubled in the last one year from 5 million approx to 10 million approx this figure has almost increased by 50 times as it was in year 2000. This in fact is a milestone for Mobilink. Currently the company has a customer base of over 24 million and its growing.
employees. business partners and shareholders.MISSION STATEMENT “To be the unmatchable mobile system of communications in Pakistan this provides the best value to its customers.” 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” 5 .
We aspire to the highest standards and raise the bar for ourselves everyday. we strive to anticipate their needs and deliver service. quality and value beyond their expectations. We take personal responsibility for our actions. In return.MOBILINK'S VALUES TOTAL CUSTOMER SATISFACTION Customers are at the heart of our success. We believe in teamwork. and treat everyone fairly. and with trust and respect. We contribute to worthy causes and are dedicated to the development and progress of the society. empowerment and honor. BUSINESS EXCELLENCE We strive for excellence in all that we do. and by honoring our commitments. This commitment to delivering world-class quality translates into unmatched service and value for our customers and all stakeholders. RESPECT FOR PEOPLE Our relationships drive our business. We respect and esteem our employees and all stakeholders. CORPORATE SOCIAL RESPONSIBILITY As the market leader. we take pride in practicing the highest ethical standards in an open and honest environment. They have placed their trust and confidence in us. 6 . TRUST & INTEGRITY At Mobilink. we recognize and fulfill our responsibility towards our country and the environment we operate in.
The Value Added Services (VAS) Section will familiarize you with the new services you can now benefit from. convenient and enjoyable.PRINCIPAL AREA OF BUSINESS Mobilink have two products 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. These include the very basic yet indispensable services like Voice Mail to the more innovative and sophisticated ones like G-Mail. making mobile communications more exciting. This section will walk you through services. which will give you all the freedom you need. all for your convenience. which are not only useful but also cost-effective for both your business as well as personal use. 7 . They are continuously adding up to the range of their Value Added Services.
The major customers are from jazz package.They are confident that their innovative and exciting new services will bring about a revolution in the way you look at mobile communications. TYPE OF CUSTOMERS Major part of corporate sectors Armed forces Business community Govt. Following are the major services • • • • • • • • • • • • Caller time identification Call waiting Call holding Call forwarding Short messaging services Fax and data services International rooming News information services Mobilink(GSM)G mail Superior security in billing Mobile TV Entertainment & many more MAJOR CLIENTS/CUSTOMERS Mobilink has about 53% market share. organizations 8 . NUMBER OF CUSTOMERS Total numbers of subscribers are about 12 Million.
9 . The GSM (Global System of Mobile communication) band that is used by Mobilink is in 900/1800 MHz. Major competitors of Mobilink include Telenor Ufone Warid Zong & others LEVEL OF TECHNOLOGY Mobilink is using high IT based technology for operations. So there is stiff competition in the telecom market for Mobilink. billing system from Telesens KSCL and Ericsson. All these telecom companies Human Resource Departments are in constant need of new employees. Switching equipment is of Siemens and Alchatel. Mobilink uses Motorola’s infrastructure mostly at radio based stations. Microwave equipement DMC. Teen agars using JAZZ 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. but now it has been exceedingly using Alchatel equipment too. CDMA operators and LDI operators and land line operators. Intelligent network from Siemens.
Finance Department o o o o o o o o o o o o o o o Credit and collection Procurement imports Revenue assurance 2. Commercial Department 4.MAJOR DEPARTMENTS 1. Information Technology Department 6. Administration and legal affairs & government relation department 8. Internal audit department 9. Technical Department 5. Customer services 10 . Customer Services Department Customer services operations Customer services system Marketing Direct sales Indirect sales Switching Operations / operation support Logistics Infrastructure Systems planning Billing IT 3. Human resources 7.
Mobilink has a very well defined and structured department and its various policies of keeping each employee productive part of the organization are intoned with the corporate worlds requirement. HR DEPARTMENT SECTION HR department of Mobilink has three sections.” There are about 44 HR professionals currently working at Mobilink of which 10 are managers. EMPLOYEE SERVICES o Payroll information o Leave and medical record o Final settlements and provident fund o Policies and procedures o Employees record and recreation OD AND EFFECTIVENESS 11 . 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.HUMAN RESOURCE DEPARTMENT AT MOBILINK 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 one’s ability.
There is a whole process behind this. The active and effective role played by HR in people development at different levels organizational. But how these strategies/policies/practices are formulated and implemented at Mobilink. 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.o Training plan o Talent management o Performance management o Employees retentation o Orientation employee communication STAFFING AND COMPENSATION o o o o o Staffing plan and HR budgeting Management trainee and internship program Interviewing and selection Headhunters Compensation. which would help in converting the huge potential at disposal of the company into world-class performance. benefits and incentive 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. The HR (people’s) function ensures that it leads the transformational change by nurturing a climate. The top team continues to play its role in providing the guidance and support to people at all levels. HR strategy refers to the specific human resource management course of actions that a company pursues to achieve its objectives. departmental and individual is considered in MOBILINK to 12 .
Political. Strategic planners analyze what actually is the prevalent culture of the organization. That why organizations continuously keeps on updating their strategies and policies. Competitive and Technological Trends Company’s Strategic Situation Company’s Strategic Plan Company’s Internal Strengths and Weaknesses Organizational Performance Company’s HR strategies Formulation of HR policies Formulation of HR practices 13 . company’s strategic plan is established. Whole system for development of HR strategies/policies/practices is as below: Mobilink’s Competitive Environment Economic. improving competencies of Business Support Officers (BSOs). HR policies and practices are also formed and implemented. and on the basis of all the above analysis. Any abrupt change in the market requires the organization to follow this analysis in order to be successful. what are the strengths. Like most big organizations. Demographic. the development of HR Strategies is also done in accordance with company’s mission. and enhancing the leadership qualities of managers. The effort continues to be directed towards developing the skills of the shop floor employees. opportunities. threats (SWOT analysis) of business and its market. In the end HR strategies are formulated in accordance with this overall business’/companies’ strategic plans.be one of the most critical factors leading to the development of a winning corporate culture. First. Based on these HR strategies. weaknesses.
Career Planning and Development 9. Training 6. Occupational Health and Safety measures 8. Compensation 7. 14 . Selection a.HR PRACTICES AT MOBILINK There are several functions performed by HR department which are given below: 1. Planning 2. Mobilink conducts several training program in order to improve the competencies and skills of employees. Research and Development 5. Performance Appraisal System In order to make its human resource productive and efficient. Recruitment 3. Mobilink aggressively work in developing its human resource capital through international and local trainings as well as structured employee ‘well-being’ programs. Intelligence tests 4. making it one of the most sought after companies to work in Pakistan. Formal Interview b.
But now due to market trends they have transformed there new strategies. however Mobilink is aware of this fact and that’s why they do not have any formal strategy for succession planning.PLANNING After the emergence of new telecom companies. According to the management it’s not useful to invest a lot in the employee at a larger extent. market has become much more competitive and employees are less loyal to the company. They do consider the people from inside but proper succession planning is not practiced in Mobilink these days. 15 . Whenever they get any opportunity better than the existing job. When they entered into the market they used to have strategy regarding this matter. they just opt for that. Which is there right. They do develop employees for there career planning but no formal succession planning is practiced.
RECRUITMENT AND SELECTION In MOBILINK. It is aimed at hiring without any discrimination based on race. PRACTICES AT MOBILINK REGARDING RECRUITMENT AND SELECTION Practices regarding the recruitment and selection are in accordance with the policies formulated by the HR department. According to employees following were the recruitment practices. religion or disability. Policies for Recruitment and Selection as experienced at Mobilink are: RECRUITMENT POLICY Objectives: The policy is meant to ensure an effective and efficient method of recruitment and selection. Sources of Internal Recruitment Employee referrals Internal advertising Sources of External Recruitment Job fairs University Hunts Advertising 16 . sex. The HR department then looks for the possibilities of internal and external recruitment. Two types of Recruitments: Internal and External. colour. ancestry. Policy guidelines: The recruitment policy must comply with regulations set out by the Government of Pakistan. the activity to fill a vacancy or a new job starts with the requirement communicated by the respective managers to the HR department. nationality.
This criteria does not apply to technicians/riggers and ancillary staff. 17 . sisters. hiring of close relations (brothers. To avoid conflict of interest. Human Resources will advise Department Heads on salary ranges to be offered to the applicant keeping internal and external equity in perspective.Emplacement Agencies Walk in candidates All recruitment and selection process is handled by the Human resource department. Minimum qualifications must be a Bachelor degree or equivalent. No candidate under the age of eighteen will be considered. Selection criteria are totally based on merit. III. II. Applications for jobs are mostly made via internet. brothers/sisters in law) will not be encouraged. However candidates falling in this category who have exceptionally good credentials may be considered. first cousins. ALevel or equivalent may be considered for call centre/support staff however will require approval of the VP Human Resources & Administration. Hiring supervisors will need to explain in their assessment of the candidate their qualities that justify hiring. A series of interviews are conducted followed by a panel interview and a group discussion. spouses. A final decision will rest with the concerned Divisional Head who will need to ensure that there is no conflict of interest. IV. Only deserving from a lot of applicants are considered TYPES OF RECRUITMENTS a)EXTERNAL RECRUITMENT I.
Experience. Spouse of an existing employee will not work for direct competition and either one will have to resign from service. 18 . Internal candidates must be confirmed employees of Mobilink who have completed one year of service. References. Profile and Psychometric Tests Interviews. and clients is not encouraged. franchises. II. GENERAL CONDITIONS FOR RECRUITMENT All recruitment will be done through the Human Resources Department in consultation with the Officers and Heads of the concerned Department. Selected candidates will join the new job/position after getting clearance from existing line manager.b) INTERNAL RECRUITMENT I. Exceptionally where offers are made to employees of these entities their prior consent must be obtained. Hiring from vendors. IV. However exceptionally good candidates may be considered. Prospective candidates whose spouses work for competition will not be considered for hiring. III. An applicant’s knowledge. skill and aptitude related to the position shall be judged according to a range of factors including: a) b) c) d) e) Education (Academic / Professional).
If no suitable candidate is found. References. d. Information regarding qualifications and job description should be forwarded for identification of suitable candidates. Leadtime of at least ten working days should be given for selection of candidates. Any other special clause. g. On Selection the following information will be forwarded to HR to be kept in the Employees Personal File: a. e. Copies of degree(s): Bachelors and above only and copies of experience certificates.APPLICATION Applicants may apply online by registering with the web based recruitment portal. Short Listed Candidates will be invited for a final interview with the HR department.C. The department will do another sift if necessary and conduct interviews with the immediate Supervisor / Department / Divisional Head or his / her nominee and any job related selection tests. Appointment will be subject to satisfactory references being received. The Human Resources Department shall. All applications will be kept on HR database for a period of 6 months only. they will be required to fill the standard application form of the Company. Copy of N. Duly filled application form 19 . c. The Human Resources Department would place internal advertisements and / or shortlist suitable candidates from the databank. Passport size Photos. However. Interview Evaluation form b. f. Two Reference checks will be completed for the selected candidate either before hiring or during the probationary period. provide screened CVs. The Human Resources Department may conduct Profile and Psychometric Tests for the selected candidate in order to evaluate the suitability of the candidate.I. upon the department’s request. advertisements will be placed in media. CONDITIONS FOR SELECTION Departments must submit Hiring Request and / or Transfer Request Form to the HR Department and duly signed. when considered for a specific position.
In the Case of Consultants the Company will sign a contract with the Consultant for a duration ranging from 3 months to 1 year. These were the practices but what actually are the practices for Recruitment and selection at Mobilink. So it’s surely a flaw in the recruitment and selection process of Mobilink. First. One thing was interesting studying the Mobilink Recruitment and Selection process. Company entertains online applications more than mailed ones. We know a number of people who get job in Mobilink on reference basis. To us. by using online system. 20 . it reduces burden during the recruitment process. reason is twofold. CRITICAL REVIEW ON RECRUITMENT AND SELECTION PROCESS It goes without saying that reference for job works. Secondly. getting a job at Mobilink and retaining that job at Mobilink for a time are two different things. saying all that. However. company can keep its image as innovative and latest the eyes of its consumers. The Human Resources Department shall prepare and deliver the Employment Letter to the Employee and obtain signatures on a copy.
TRAINING AT MOBILINK Training is a planned effort by a company to facilitate employees learning of jobrelated competencies. in preparation for the move to a managerial role. Orientation and induction is required for employee familiarization with the organization and Mobilink is well aware of this fact. As other departments are well established and operational for there matters. 21 . The employees are provided with opportunities to put these skills into practice. The objective of such training is to upgrade the capabilities of employees. Employees are expected to acquire new skills and knowledge. skills or behaviors that are critical for the successful job performance. apply them on job and share this information with other employees. These competencies include knowledge.ORIENTATION & TRAINING ORIENTATION Mobilink has a very well organized and well established HR department that practices all the HR strategies which are beneficial for the organization. In case an employee leaves the company during this period he/she will have to pay the amount specified at that point in time. For the further enhancement of these skills formal training programmes offered at all levels. Training is viewed at MOBILINK as a way of creating intellectual capital. The employee are trained periodically either locally or abroad according to preplanned schedules. HR department is empowered to develop and plan what so ever is required for the company. there is a continuous assessment of the technical and managerial skills. Affiliation with organization 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. At MOBILINK. The training is cross-functional for sharing of skills. If an employee attends an overseas training then he/she has to serve the company for a certain period after the date of completion of training subject to the cost and duration of training itself.
then follow-up with Department Heads on its implementation. The trainer should be under the headcount of HR so that adequate training sessions can be planned and conducted nationwide. for the total Company. The plan is the result of focusing on the individual discipline needs into one schedule designed to meet the training needs of the total Company. The training requirement could also be forwarded by the supervisor if it is not mentioned in the performance appraisal. Usually. Procedures: The HR Department will develop the TNA according to the recommendations made by their Supervisors in the performance appraisal form. and removing obstacles to good performance).TRAINING NEEDS ASSESSMENT POLICY AT MOBILINK Objective: Identifying the most appropriate solutions to performance problems Procedures: All Company Heads should differentiate between problems that require training and problems that require coaching or other solutions. The HR Department shall coordinate all the tasks until a total Company-training plan is finalized. The Company wills also Facilitate Employees with Short Management Courses from time to time. The training requirements of the employees will be picked from the recommendations made by their supervisors in the appraisal forms. DEVELOPING A COMPANY – WIDE MANAGEMENT TRAINING PLAN Objective: Select/identify the needs. by management level. Round Trip Airfare. 22 . and Local Transportation in accordance with Company regulations in this regard. only about 20% of performance problems require “training” solutions. living Allowance. The other 80% are best dealt with by looking at the quality of supervision or by factors in the work environment (rewarding good performance. punishing poor performance. Policy Guidelines: The Company shall pay all Training Expenses. FOREIGN TRAINING POLICY Objective: The purpose of this policy is to enhance skills and knowledge of Mobilink employees and build their capacities to enable them to perform their jobs more effectively and to develop them for future growth.
with a duration of 6 months of service to perform at PMCL – Mobilink from the date of starting the training. In case an employee doesn’t pay back the due amount to the company. company reserve the right to take legal action. Surety for Mutual Benefit: To ensure that both. In the event of an employee wishing to leave the employment of the Company he/she will reimburse the Company the expenses incurred by the PMCL.MOBILINK on their training including travel and accommodation expenses. If the expatriate / contract employee being sent on the training does not meet the above conditions.Conditions for Overseas Training: Employees who are nominated for enrolment in an overseas training program should meet the following conditions: Should meet the prerequisites of the intended training.Mobilink on providing the training. Being knowledgeable of the language in which the training program will be conducted. otherwise.MOBILINK expenses incurred by the PMCL .Mobilink will make appropriate deductions from the employee final settlement including Provident fund. If the employee is terminated for cause he will be absolved from any deductions/ recovery of Training cost. a waiver could be made on the recommendation of the concerned Chief/ VP and the approval of the president/ CEO. HR will issue notice to the concerned employee mentioning that he/she has to pay back the amount to the company.2) depending on the training days. PMCL. Employee Surety Period and Cost Number of Days of Duration of Surety Cost to be recovered Overseas Training 23 . In case an expatriate / contract employee needs to attend a foreign training. he/ she has to be on a one year and above contract. PMCL – Mobilink and the employees mutually benefit from overseas professional training provided to employees. And remaining amount will be deposited by the employee in the Company account. Failing of which employees will be liable to pay the PMCL . The employees returning from training should continue to be in the employment of the Company for following minimum periods as mentioned in Para (4.
The manager or supervisor guides them how to perform their jobs and guides them to efficiency in the work.g. Internees are trained in various departments and then mostly hired by Mobilink itself and their training is basically teaching them the ropes and the basics of everything. This may include the following things for e. Training: Practices at Mobilink On contacting personnel in the Mobilink office it was found out that Mobilink mostly trains its employees by On Job Training which means that the employees are trained as they perform their jobs and along with their duties. TYPES OF TRAINING IN MOBILINK On a general basis the training done in Mobilink can be divided into two categories: • • Soft skill training Technical Training SOFT SKILL TRAINING Helping your employees develop a stronger base of knowledge on topics that affect their personal lives can make them more productive and less distracted in their jobs.Up to 6 Days Between 7 and 10 Days Between 11 and 15 Days More than 15 Days 6 Months 1 Year 1 ½ Year 2 Years Full Full Prorated after One Year Prorated after One Year Cost of Training will be determined by finance in consultation with Technical for Technical Training and Human Resources. 24 . Soft skill development courses in areas like personal finance and childcare can help your team better manage the most important areas in their personal lives.
making it one of the most sought after companies to work for in Pakistan. MOBILINKS TRAINING PROGRAMMES Mobilink with its large workforce invests aggressively in developing its human capital through international and local trainings as well as a structured employee ‘well-being’ programs. the President PMCL Mobilink.• • • • • • Conflict management training People management training Communication skills Anger management Time management training Teamwork training etc TECHNICAL TRAINING This type of training has direct effect on the job of the employee. Specific skills are focused and developed accordingly. said 25 . The engineering trainings of Mobilink are also included with this along with • • • Customer Services training Sales related training Marketing and technology training etc. All these types of training are done to enhance the employees job skills at the level he is at. Graham Burke.
in a strategic move. Practical examples. the Pakistan based subsidiary of the global telecommunication giant. negotiating skills in order to serve the customers whether in the call centre or customers services centre. to the region's well established consultancy firm. solve their problems and how to deal with them. exercises and case studies are used to illustrate the topics covered and show delegates how they can relate the techniques introduced during the course to their own work situation. Supervisors training: Leading a department or an organization is a very difficult job and the person at this level must be properly skilled. They are taught on how to talk appropriately to the customers. the annual or monthly reports of performance are evaluated by the manager and the weak areas are considered and the respective training is taken up. who will be responsible for the design and delivery of over 5 months training initiative.“Mobilink will provide proper training programmes to its employees in order to make them more aware of their responsibilities” Mobilink. has outsourced its leadership training and development of about 100. Global Management Consultants. Their training methods maintain interest throughout. The 26 . introducing topics in a challenging and thought-provoking way. Orascom Group. put emphasis on the practical aspects. Mobilink trains its employees in the following fields’ aswell: 1. Programmes can be tailored to meet the required goal. 2. Customer service training: The employees are trained in communication skills. of its senior and fast track managers and supervisors. The various training programmes of mobilink focus on specific skills for e. All training sessions are delivered in a highly participative style.g. how to recognize their problems. and ensure that delegates understand the knowledge gained so that they can immediately and effectively apply it within their own organizations.
To inspire your people to higher levels of teamwork there are certain things you must be. and present like a "pro. use projected media. You can become an effective leader by developing yourself through a never-ending process of self-study. This workshop is for managers who have the desire to ‘make things happen’ & have a team who need to be inspired into action! Mobilink offers this workshop for is specific employees." 6. Usually these conflicts are resolved. 4. They will also discover ways to manage performance of individuals and teams in order to achieve departmental/ organizational goals and objectives.supervisor training programme helps those people who are at this post to develop the right skills required and asked for at this job. Leadership workshop: Becoming a Leader Good leaders are made. Leadership makes people want to achieve challenging goals & objectives. 3. without which innovation is not possible. as having conflicts that go out of hand. healthy and active minds perform faster and more accurately with minimal stress. Lack of conflict can be as damaging for any organization. 5. Development of oratory skills: With fit. practice without the necessary conceptual knowledge is sterile and ignores the need for flexibility and adaptation to different situations. but occasionally they grow to hinder one's job performance. not necessarily born. A framework for tackling conflict is also provided that helps managers who find dealing with conflict an unpleasant experience. Motivating. Nervousness in making public appearance is often the result of not knowing WHAT to do and HOW to do it! Learn to control your nervousness and feel the confident . know & do. How people speak indicates their state of mind. training & experience.professional image many seek! This workshop will provide hands-on approach to polish oratory skills. education. In fact conflict is the very source of creativity. This program is designed to increase a supervisor's ability to prevent conflicts from reaching a crisis stage and how to resolve it when a necessary conflict occurs. All these 27 . Coaching & Delegating Any approach to develop management skills must involve a heavy dose of practical application. Conflict management training: We are living in times where chaos and conflict are on the rise. At the same time.
PERFORMANCE APPRAISAL SYSTEM 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 person in the finance department is always welcomed by HR department for Customer service training. A number of training methods are practiced at Mobilink like conflict management training. There seems to be a need to increase training efforts focused to this group. To make it more motivating the participants of the training programme are awarded a course completion certificate at a graduation ceremony which is held after the completion of the training programme. Saying all that training basically seems to be for the managers and supervisors but not for the lower level employees. It is believed that leadership skills and business goals are achieved through the training and development of the employees. Organization has clear policies regarding training needs assessment and procedure for each type of training offered. supervisory skills training etc. Training is compulsory for some people in the organization. A review is about ensuring people 28 .programmes are aiming at developing specific skills in specific people for specified purposes. it is on offer for everyone working at Mobilink. with the help of best in the business. however. CRITICAL REVIEW ON TRAINING AT MOBILINK A lot of effort is put by Mobilink in Training its human resource. 7.
The intent of these discussions should be to review current job 29 . he will send the performance appraisal sheet to the employee for the affirmation with the ideas of the supervisor if the employee does not agree with the supervisor he will not sign the PA sheet. The Mobilink HR department has developed a performance appraisal sheet and has downloaded it on the intranet of Mobilink so that the supervisor performs the evaluation of the employees. Mobilink uses the computerized performance appraisal method. When the last date of submission of PA sheet is passed then the HR department asks the supervisor and the employee about the problem and resolves the problem. There are many performance appraisal methods.know what levels of performance are expected of them and then taking action to ensure they are trained and developed to perform effectively. PRACTICES AT MOBILINK FOR PERFORMANCE APPRAISAL SYSTEM Mobilink conducts performance appraisal in order to evaluate their employee’s current performance or past performance relative to company’s performance standards. In Mobilink the performance appraisal of employees is conducted in December. and incentives required to help the person eliminate performance deficiencies or to continue to perform above par. development. When the supervisor completes the evaluation. Mobilink try to adapt the performance appraisal in which their employees understood what his or her performance standards were and that the supervisor also provides the employee with feed back. POLICIES AT MOBILINK FOR PERFORMANCE APPRAISAL Objectives: The purpose of this policy is to provide a formal review program to evaluate work performance and to promote communication and discussion of job performance.
o To identify employees training and development o To provide a solid path for career planning for each individual Frequency of the Performance Review: Informal performance discussions should be conducted frequently as and when the need arises. Policy guidelines: The performance appraisal is done on an annual / basis (from January 1st to December 31st). Therefore. Everyone should have the opportunity to perform & develop according to the set objectives & agreed upon duties. The Objectives of the Performance Review Program are: o To measure work performance o To motivate and assist employees in improving their performance and achieving their personal/professional career goals o To identify employees with high potential for advancement o To provide objective information for making decisions on salary increases. Notification along with Performance Evaluation Forms will be sent from the Human Resources Department in advance with the scheduled performance evaluation date. bonus and transfers. Formal written performance reviews will be conducted with all employees annually. All employees will be reviewed at least once at confirmation. He / she should also expect self-assessment and take 30 . He / She should participate in & agree with the goals & objectives set by himself / herself in accordance with the Company’s business plans & objective goals. and discuss future opportunities with reference to past performance at Mobilink. Performance Reviews will be held on an annual basis from the date of hiring or more often if desirable to do so. set goals. These discussions will provide the basis for an objective summarization of performance during formal Performance Reviews and allow more time for discussing future plans and organizational as well as personal objectives. The supervisor is encouraged to make notes on pertinent points discussed and to place those notes in the employee’s personnel file.performance and responsibilities. Every employee should know what is expected from him / her through direct supervisors. The supervisor will receive notification of the scheduled review period from the Human Resources Department. promotions.
consistency & objectivity. APPRAISAL POLICY The intent of these appraisals is to review current job performance and responsibilities. Counselling and Guidance must be an on-going process for the desired improvement and development to be achieved. the agreed competency framework covering all aspects of the job should be used as the basis for performance planning appraisals. Coaching. Accordingly. it should be well known & clear for both the Employee and the Manager covered. PERFORMANCE REVIEW At MOBILINK a review is intended to be an open and frank discussion between an employee and their Team Leader/Manager. Department Heads & Managers involved in performance appraisals should be well trained & familiar with the applied performance appraisal system & the appraisal interviewing techniques. however. set goals and discuss further opportunities with reference to past performance at Mobilink.actions to develop his / her competency level & increase his / her participation in the achievement of the Company’s objectives. 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 performance evaluation program requires that an annual meeting be held with each employee. The second element is concerned with discussing the training needs/inputs activities that 31 . To ensure openness. PERFORMANCE APPRAISAL FORMS The performance appraisal forms will be filled once in a year to get a clear picture of the employee performance. To give a chance to Subordinates to evaluate their seniors a 360 Degree Evaluation will be conducted at the time of the Performance Evaluation.
32 . Basic advancement) Performance to be improved (hardly meets requirements) 5% 8% employees which can be rated in this category 15% 10% SOURCES OF PERFORMANCE APPRAISAL At MOBILINK the primary sources of performance appraisal are the managers and secondary sources are employees themselves.” very good” indicates the individual is on track for 3.e. Though the peers also give their opinion but it usually does not have any weightage unless a conflict arises between the manager and the employee.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. meet requirements without initiative or 4.very Good Definition of category Indicates exceptional performance Indicate performance that consistently meets the requirements of the position.expert 2. Good advancements Indicated performance that requires improvement (i. APPRAISAL CATEGORIES % Of total numbers of Appraisal category 1.
acquires information about other opportunities and choices. as circumstances may exist that the reviewer is unaware of. interests knowledge. This serves the following two main purposes: • • It enables the reviewer to redefine whether the initial assessment was correct. motivation. In the past only 180 Degree approach for performance appraisal was adopted but now 360 Degree is also in action. There are a number of rewards that are tied to performance appraisals. tool applied for performance appraisal justifies itself. This is a very supportive strategy by the organization because if an employee is not happy with the evaluation by his supervisor then he has the authority to challenge. CAREER PLANNING & DEVELOPMENT Mobilink faces much competition in the telecom industry so now they are focusing on career Management of their employees in which they enable the employees to better understand and develop their career skills and interests and to use these skills and interests most effectively both within the company and after they leave the firm.FEEDBACK Workers at MOBILINK are informed of their performance and given the opportunity to express their opinion over their own level of performance against each competence. By asking the worker what he sees to be his own strengths and development areas often help to reduce negative responses and makes planning training needs/inputs activities easier if the person is able to express for himself the areas in which he feels he can improve. and other characteristics. identifies career related goals and 33 . CRITICAL REVIEW ON PERFORMANCE APPRAISAL Online 360 degree approach of performance appraisal is adopted at Mobilink for evaluating employee performance. So. Career planning is the deliberate process through which someone becomes aware of personal skills.
The Mobilink HR department develops the employee’s career development plans in which the HR department predicts the next logical step for their employees within five years. That department deals in staffing and compensation planning. If such is a case then organization has discipline policies for that even. Compensation and benefit plans are particularly based on performance. So it’s easy for them to design compensation plans because they know every employee which is being hired. 34 . and success ad fulfillment. This function actually makes employees feel that they are important to the organization and Mobilink wants them to be at the top in their careers. Importance of Career planning in today’s competitive world is as important as any other HR function. all the employees were reluctant to talk about this during our interview. So. COMPENSATION AND BENEFIT PLANS Mobilink has a separate department for compensation. Mobilink gives promotion to their employees on the performance basis. HR needs to come up with new strategies. Career development is the lifelong series of activities (such as workshops) that contributes to a person career exploration. what we analyzed is that career development is practiced but not that openly. One point of policy is found along with the compensation other with the recruitment. Retaining your valuable Human resource today is one of the biggest challenges that organizations are facing. What so ever promises are made to the employees. First of all this department has all the information regarding who is being employed and how it is performing. As far as the practices are concerned. Specially. There should have been separate head for these policies.establishes action plans to attain specific goals. After performance evaluation. There are some policies on these but those are not recognized that well. However. results are rechecked and matched with the standards. establishment. they know that. If performance is up to the standards of Mobilink and the employee has good conducts he is rewarded. in case if some employee is considering of joining the competitor’s firm. at Mobilink this function is not fully performed or we should say this function is not performed satisfactorily. Career planning and development is one of the basic tool and strategy organizations are using for retaining their employees. However.
In MOBILINK promotions are based on the merit and seniority (experience) basis. which specifies the minimum salary that may be paid to incumbents in each job. SALARY SCALE Each job is assigned a minimum salary. 35 . PROMOTION POLICIES The new company structure is in five layers. comprising associates. PROMOTIONS Promotions are also reward management technique to motivate employees. o Upon termination of services the employee will receive his salary within 15 days up to the time of date of his last working day.Based on that. managers. established according to the salary survey results. Minimum through maximum scales is built on a system of mathematical calculations to allow for overlapping between levels as a result of salary. directors and chief officers------in that order starting from the bottom and working towards the top rung of the ladder. specialists. merit or promotional increase. proper compensation plans are designed. SALARY POLICY The company will pay salaries of the employees as fallows o All new employees have to open bank accounts in specified banks prescribed by the company so that their salary will be credited at the end of each month. o After opening account with the bank employees should forward his account number to HR. The one who performs well consistently over time gets reward in the form of promotion. o Upon resignation the employee will be paid his dues during a maximum period of 15 days from the date he left the job.
The manager of respective departments recommends a candidate from his section for the reward purpose to HR. 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 BONUSES The employee may receive 1 to 3 month bonus subject to evaluation of accomplished objectives. which can translate into highly effective and productive work force. In Mobilink the reward system is based on the individual performance and individual employee performance is judged for the reward. 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. 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. The incentive schemes and incentive objective have been clearly communicated to all individuals and weekly progress report is also communicated to all concerned.Until approved otherwise. it would be mandatory for the employees to spend the following maximum period at each level before a promotion to the next level depending upon availability of a slot: Associate Specialist Manager Director Chiefs 3-4 years 3-4 years 2-3 years According to the president decision According to the president decision However. 36 .
Other rewards are also fast but they are mostly tenure based rather than performance based. In policies it is mentioned that the rewards are totally performance based. REWARD CATEGORIES AT MOBILINK Intrinsic and Extrinsic rewards include: Smart/Quality work Exceptional performance in a project Targets achievements Special assignments Medical care Life insurance 37 . Rewards are mostly determined by the organizational membership and seniority rather then by performance. However. Mobilink gives promotion of their employees on the performance basis. The Mobilink HR department develops the employee’s career development plans in which the HR department predicts the next logical step for their employees within five years. Employees are paid when they are supposed to pay. PRACTICES ON REWARD SYSTEMS AT MOBILINK Policies regarding the reward systems are practiced quite strictly at mobilink. this policy is not that much followed strictly. Promotion is given on the basis of performance. as well as tenure.Mobilink faces much competition in the telecom industry so now they are focusing on career Management of their employees in which they enable the employees to better understand and develop their career skills and interests and to use these skills and interests most effectively both within the company and after they leave the firm.
direct and indirect. rewards are performance based. Then there are even team awards. The reason for this is that there are many intrinsic and extrinsic. compensating and non-compensating rewards. Those are more of tenure based. If we observe basic pays and increments then those are not performance based. group awards etc. However. Similarly. But this is true only in case of achievement awards. lunch arrangement and many more for employee to be motivated. Mobilink does say that all rewards are performance based. department awards and division awards. How motivation level of employees can be kept to a level so that they can be more productive. One thing to mention is criteria for rewards. game shows. There is even a department that looks after the motivational aspect of the employees. there are special achievement awards at each individual level. PMO (Project management office) introduces many club memberships. As mentioned earlier in policies. 38 . 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 CRITICAL REVIEW Reward system at Mobilink is quite complicate. it is not the case in practice.
You need to fulfill various safety measures. 39 .OCCUPATIONAL HEALTH AND SAFETY MEASURES There is no need for such measures at Mobilink as maximum jobs do not expose you to the health hazards and are not such that require safety measures. However. there is a tendency of being safe in every human and that shows when you visit some Mobilink officer to meet someone of a high designation level.
Proper First Aid Kit will be available at all Mobilink Offices including remote locations. It is the policy of the Company to provide and maintain safe and healthy working conditions and to follow operating practices that safeguard all employees and result in safe working conditions and efficient operations. The disciplinary procedure is intended only as a statement of Company policy and management guidelines. EMPLOYEE RELATIONS It is the company policy to ensure that the required standards of performance and conduct are maintained. c) Reviewing safety programs. b) Acting upon safety records.HEALTH & SAFETY POLICIES The safety of employees is everyone’s responsibility. e) Starting activities that will stimulate and maintain employee’s interests. precaution and efficient work go hand in hand. Discipline Procedure • Warning may be addressed to the employees verbally and in written through their immediate supervisor. d) Holding personal interviews or group conferences. Accidents. All levels of employees have a primary responsibility for the safety and well being of all of us. Therefore. The warning shall refer to the 40 . It does not form part of the contract of employment or otherwise have contractual effect. No phase of operation of administration is of greater importance than accident prevention. interest in practicing safety prevention must be encouraged by: a) Setting good examples.
contraventions committed by the employee and will serve to remind the employees the he/she abide by the company rules and regulations in performing his/her work.issuance of written warning can be recommended by the respective supervisor and HOD.Written warning: • • Stage 3 . religion. color.Final written warning: Stage 4 .Dismissal 41 . and that this contravention should not be repeated in future.Verbal warning: 03 months 06 months 12 months Stage 2 . • • • • • Deduction from the salary will be an amount of employee salary depending on the type offence and decision taken accordingly. All warnings will remain upon the employee's personal file indefinitely. An employee who is absent from the job with out satisfactory explanation is considered to be an unauthorized unpaid absence. • A written letter may be addressed to the employee describing the contravention committed. It will be issued by the HR department after approval of VP HR. sexual orientation and cultural background is prohibited at the workplace. but will normally be disregarded for disciplinary purposes after the following periods: • Stage 1 . age. disability. Unauthorized absence of more then two times in Six month can result in termination of employment. The warning letter may be registered in the employees personal file . intimidation and harassment based on sex. Discrimination. A copy of all records must be placed on the employee's personal file in the Human Resources Department. race. The Head of Department should maintain direct control of all disciplinary records. The employee may be suspended from performing his or her duties for a period of time as conveyed in written. The employee will also be notified that a higher penalty may be inflicted on him in the contravention is repeated in future.
PENALTIES Employee’s services may be terminated in following cases • INSUBORDINATION Willful failure to carry out reasonable orders including the performing of job assigned by supervisor. • WILLFUL DAMAGE TO PROPERTY 42 . even though any specified time for improvement has expired. • INTOXICATION Coming to work under the influence of drugs or bringing drugs into the facility. The time period will commence from the date of the letter/memorandum confirming the warning. • PROFANITY OR INDECENT CONDUCT The use of profane language or engaging in immoral conduct. • VIOLATION OF SAFETY RULE Failure is refusal to conform to safety practices or the misuse of safety device. • VIOLENCE Causing a disturbance on company property resulting from fighting. • DISHONESTY Falsification of any official company records will subject to the termination without prior notice.These time periods may however be extended in appropriate circumstances taking into account the nature of the offence.
Careless spoilage. 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. medical. There is a well-devised system that MOBILINK follows for the purpose of motivation. • ONE DAY ABSENTEEISM Unauthorized absence from work for one day without notifying employer. family and work life balance benefits and profit sharing 43 . This can be judged by the enthusiasm and good spirit that people show in performing their jobs. It includes both financial and non-financial rewards along with the major Motivators and Dissatisfies. dental. MOTIVATION As we know MOBILINK is highly aware of how to motivate its employees in the best way. MOBILINK has a set of financial rewards. • MISREPRESENTATION Deliberate misrepresentation of past history or other important matters. retirement plan. • ACCEPTING MONEY OR GIFT Taking advantage of one’s positions to accept money or gift is against the rules of company. vision and life insurance. destruction of company property or material. paid vacation days. educational refund assistance.
colleagues talk about there success and are motivated through intrinsic factors. Delegation of authority and empowerment re the tools which they use to 44 . other ways in which employees are motivated are: • Employees are safe in knowing that they will be rewarded for any exceptional work. This is why MOBILINK offices are considered to be the most well decorated and organized. • Employees are given a very beautiful and healthy work environment. employees are self motivated to work and loyalty comes from within. subordinates. It’s the biggest intangible motivational factor. Special attention is given to make the physical environment most productive. They also arrange parties in which star performers are highlighted. This has proved to be a great source of motivation for the employees of MOBILINK. Also they have informal meetings after performance evaluation and supervisors. Positions are given on merit and are transparent and fair in nature. There is no special treatment. Annual bonus opportunities. • As we know MOBILINK has a desire to promote the high achievers from with in the company. They believe in praising the good work done by employees and reward them on that. Affiliating with organization. Therefore each employee knows that he can aim for the top and actually get there. Reward may be tangible or intangible. It is accompanied by the employee being given recognition and greater empowerment. company cars etc. This reward is not only monetary. MOTIVATIONAL FACTORS Mobilink is a leading telecom company and all the employees working there feel pride in affiliating them with the organization.plan. However they have other factors too.
RECOMMENDATIONS Mobilink has a strong HR system. what policies state and what employees say. what policies state and what employees say. That is the reason we didn’t found much discrepancies in what management says. That is the reason we didn’t found much discrepancies in what management says.motivate employees and that is how they keep up the good work. There are some minor discrepancies but they are adjustable with little effort. there were some discrepancies that need attention and their adjustment can make this HR system best in Pakistan. 90 % of the times they were same. CONCLUSION To conclude Mobilink has a strong HR system. However. 45 . 90 % of the times they were same.
Though there are many of these but most of employees even have not information as to for what benefit they can go for. 6. Human resource department is not fully authorized to take all the decisions. This practice can cause disharmony among employees for power. So. There are many HR decisions that are taken by the other department. So. One thing we observed during our project was that employees were not aware of the in depth policies. 4. This important function of HR does not have recognition in Policies’ statement. Mobilink should look towards its discipline polices and try to be a bit more lenient. Employees are not encouraged to give suggestions in policy formulation. there should be a clear delegation of authority regarding decision making for HR department. Team based structure (like the one at PMO) should be preferred in all departments 5. 3. our suggestion is that employees should be consulted while policy formulation stage. This is good but not in all cases. Mobilink pursues Zero-tolerance policy for disciplinary actions. So. just because they were not well communicated. hiring and firing is virtually in the immediate boss’s hand. Mobilink should simplify its reward system for its employees to understand well. So. Benefits and rewards are too complicated for anyone to understand.Following are some of the recommendations based on those discrepancies: 1. Mobilink uses only policy specified sources for recruitment which are only 5. Mobilink should increase its recruitment sources 46 . Though HR department claims to have the overall management of the company but that actually is not the case. The decision making is delegated to managers with goals set for each term promotion. 7. In this way it can loose some potential applicants that can be asset to organizations. 2. Mobilink should have a look at this. The main reason that we have understood for this is their lack of knowledge about policies formulation. Mobilink HR lacks in terms of career planning and development.
aspx • http://telecompk.net/2007/10/01/mobile-market-2007-mobilink-at-top/ 47 .REFRENCES: • http://thefinancialdaily.com/tfd-weekly/telecom-review/mobilink-revenuesusers-towering-high-29988.
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