Human Resource Management

TEXTILE INSTITUE OF PAKISTAN

HUMAN RESOURCE MANAGEMENT

FINAL PROJECT

TMM-4
03/01/2011

SUBMITTED TO:
Sir Lalit Athukorala
SUBMITTED BY:
Saba Zafar
Rubina khan

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Table of Content
ACKNOWLEDGEMENT........................................................................................................................4
INTRODUCTION TO HRM....................................................................................................................5
Components of a HRM System...............................................................................................................5
INTRODUCTION TO TELECOMMUNICATION...............................................................................6
MOBILINK GSM IN CONTEXT WITH HRM.....................................................................................6
Main functions of HRM in MOBILINK..................................................................................................7
Changes have been brought in MOBILINK due to HRM....................................................................7
Issue arisen from management perspective of MOBILINK due to HRM............................................7
Planning Procedures of Mobilink GSM...............................................................................................7
Sources for selection and recruitment..................................................................................................7
Selection Criteria of Mobilink GSM....................................................................................................8
Orientation criteria of MOBILINK GSM............................................................................................8
Training criteria of MOBILINK GSM.................................................................................................8
Performance measurement/appraisal in MOBILINK...........................................................................8
Process of performance appraisal in MOBILINK................................................................................8
Compensation & benefits criteria in MOBILINK................................................................................8
Important information of MOBILINK.................................................................................................9
WORLDCALL TELECOM LIMITED...................................................................................................9
Company profile......................................................................................................................................9
Departments in world call Telecom Limited.........................................................................................10
Corporate...........................................................................................................................................10
Finance & accounts...........................................................................................................................10
Commercial.......................................................................................................................................10
Technical...........................................................................................................................................10
Administrative operations..................................................................................................................11
Human Resource Functions in world call Telecom Limited..................................................................11
Recruitment process..........................................................................................................................13
Recommendations.............................................................................................................................16
Understanding the Requirement........................................................................................................16
Analyzing the Position and Team Situation.......................................................................................16

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Sourcing the Right Person.................................................................................................................17

Gathering basic information..............................................................................................................17
Interviewing.......................................................................................................................................17
Presenting Profiles to Management...................................................................................................18
Recruiter as a Sales Person................................................................................................................18
CONCLUSION........................................................................................................................................19

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ACKNOWLEDGEMENT

It is our privilege to express our sincerest regards to our project coordinator, Sir Lalit
Athukorala, for their valuable inputs, able guidance, encouragement, whole-hearted
cooperation and constructive criticism throughout the duration of our project.
We take this opportunity to thank all our lecturers who have directly or indirectly helped
our project.

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INTRODUCTION TO HRM

 The management function that deals with recruitment, placement, training, development of
organization members.
 HRM is a process for staffing the organization and sustaining high employee performance.
 HRM can be defined as all the practices, systems and procedures implemented to attract,
acquire, develop and manage human resources to achieve the goals of an organization.
 Simply it is managing the employment relationship

Components of a HRM System:

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INTRODUCTION TO TELECOMMUNICATION

 Every organization, whether it is a multinational, private business, government offices, etc.

depend on its people. These people working as General Managers must be trained and kept
motivated, offered good working environment and must be acknowledged at work.
 Telecom industry is growing in Pakistan, with new companies getting license the competition
is tough as a result the consumer is getting benefit and enjoying cheap call rates. With a
population of 15 million countries, telecom is one of the best revenue generated industry. As
voice over IP, web conferencing and online video sessions are becoming popular these
companies have bright future ahead.

The main telecommunication industry in Pakistan is

 Warid
 Zong
 Ufone
 Mobilink
 Telenor

MOBILINK GSM IN CONTEXT WITH HRM

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.
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.

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Main functions of HRM in MOBILINK:

 Hiring and firing
 Training & development
 Compensation & benefits
 Performance appraisal
Changes have been brought in MOBILINK due to HRM :
 Vision
 Mindset
 Cultural relations

Issue arisen from management perspective of MOBILINK due to

HRM:
No issue occurs in MOBILINK regarding HRM because in MOBILINK there is no favoritism &
they have a strong corporate culture in their organization. If any issue occurs then it would be on
the basis of salary.

Planning Procedures of Mobilink GSM:

 At Mobilink, our belief is that "Our people are our greatest asset”. We take great pride in
acknowledging the contribution each one of us makes.
 We focus on People Development and for that we ensure
 Staff Mobilink with world class Professionals and ensure that the right systems are in place
to encourage them to develop to their full potential.
 We aim at making Mobilink a great place to work

Sources for selection and recruitment:

 Online recruitment
 Newspaper
 Internal Search
 Advertisement of a job vacancy.
 Current Mobilink Employees

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 Employment Agencies and consultants

 interviews

Selection Criteria of Mobilink GSM:

 Information regarding the qualifications and job description is provided by the company to
identify suitable candidates.
 Candidates are supposed to complete the Pre-Employment forms and then the HRM
department conducts the interviews and tests which are discussed in previous slides.
 Jobs are planned

Orientation criteria of MOBILINK GSM:

 With the first week of the employment employee go through Department orientation.

Training criteria of MOBILINK GSM

 They conduct training sessions
 Train both internally and externally internal training is 75% and external is 25% their main
focus is on employee training. They spent maximum of their budget in their training sessions
for the career development of employees.

Performance measurement/appraisal in MOBILINK

For measuring performance MOBILINK have E-mail system or electronic appraisal system
through this they can measure performance of their employees.

Process of performance appraisal in MOBILINK

For appraisal MOBILINK have electronic appraisal system for it firstly
 All employees fill multiple question form
 Then line Manager review it
 Signed it
 After this the form will send to Director
 He give approval

Compensation & benefits criteria in MOBILINK

MOBILINK give
 Medical facilities
 Allowances

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 Provident fund

Important information of MOBILINK

In Mobilink HRM also participate in strategic decision making. Approximately 5000 people are
employed in MOBILINK organization in which 95% are of males and 10% are of females.
Minimum salary starts from 20000/-
The scope of HRM function increased in MOBILINK during last 3 years. MOBILINK Also
using 360 DEGREE approach and no workforce diversity exist in MOBILINK because their
culture is very strong.
The turnover ratio in MOBILINK is maximum from technical department. And every employee
have right to share their problems openly.

WORLDCALL TELECOM LIMITED

Company profile:
World Call Telecom Limited (WTL), an Oman Telecommunications Company (Omantel), is the
most reliable and unique telecom and multimedia service provider in Pakistan.

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Departments in world call Telecom Limited:

 Corporate
In this department all the executives that are being dealing with the corporate customers are
involved. This includes Director LDI / Wholesale, Project Director, Head of Legal Affairs and
Director Interconnect & Regulatory Affairs
 Finance & accounts
This department performs activities like accounts keeping, financial analyses and forecasting,
banks dealing, procurement management, inventory recording, cash collection and cash
distribution. The basic problem faced by the department is field inventory damage evaluation.
 Commercial
 Sales & Marketing
This department is concerned with sales management & enhancement, collection & recovery
of revenues, distribution management, and brand promotion. Problems are faced when
government imposes restrictions on content relayed, which lemmatize sales growth.
 Advertising Sales & Content
This department sells media and air time to companies and ad agencies. Content editing is also
performed by the department. Restrictions imposed by the government on the content are the
barriers on the performance of the department.
 Customer Care
This department is responsible to record customer complaints, forwarding them to the specific
department and giving feedback to customers. Problems arise when there are more number of
calls then the number, call center can handle.
Technical:
This department performs software development, Local Are network operations & maintenance
and value added services management. Problems are encountered when virus attacks happen.
 Technical Strategic Initiative
This department is responsible for network design, installation, transmission & maintenance and
repairing of equipment. Problems are usually faced in maintenance and repairing of field
network
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Administrative operations:
This department is responsible for housekeeping, controlling logistics, security of offices &
network and liaison to authorities like WAPDA. The basic problem encountered by the
department is the security of the scattered network.
 Human Resource
This department performs recruitment, training, appraisal, salary and discipline of employees,
compensation and fairness concern. Inappropriate attendance system creates problems for the
department. It consists of 11 employees in all that are being handling around 2000 employees of
the company.
We have been assigned a project in the course of HUMAN RESOURCE MANAGEMENT; we
have to select a topic from all of the HR functions and to apply those techniques that we have
studied.
For this we have selected WORLDCALL TELECOM LIMITED, and our area of interest is
RECRUITMENT AND SELECTION in that company.

Human Resource Functions in world call Telecom Limited:

 Compensation and Benefit
 Recruitment and Selection
 Training and Development
 Appraisal & Salaries
Our area of interest is to analyze the recruitment and selection of the company and give
recommendations about them. According to the interview we had of the Manager Recruitment
and Record and the data provided by the company, the policy along with the analyses and
recommendation is as under;
1. Recruitment Policy:
The aim of recruitment and selection Policy of WTL is to carefully attract and select potential
employees possessing the relevant skills, qualification and attributed for contributing
significantly towards the achievement of WTL mandate.
2. The recruitment and selection process will ensure that:
 All the vacant positions are advertised, internally or externally.

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 Recruitment and selection process are fair and transparent.

 Professional standards are maintained at all time.
 Equality of opportunity is an integral part of the recruitment and selection process.
 Recruitment is seemed as a key public relations exercise.

3. Recruitment of Staff (Replacements) will be either by:

 Internal Recruitment
 Outsourcing
4. Recruitment process:

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End of Complete Man

Probation Power
Performance Requisition
Appraisal form

New Hire Sources of

Training and Identifying
Induction Potential
Process Candidates

Recruitment Process
New Hire Initial Short
Training and listing of
Induction Potential
Process Candidates

Selection &
Signing of
Interview
Employment
Process of
Agreement
Candidates

Extend Final
Offer

Analyses of the WorldCall Recruitment & Selection Process:

Recruitment, as a human resource management function, is one of the activities that impact most
critically on the performance of an organization. While it is understood and accepted that poor
recruitment decisions continue to affect organizational performance and limit goal achievement.
It takes long time for organizations to identify and implement new, effective hiring strategies.

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Before going to analyze the recruitment process of WorldCall, we will like to tell you about what
an effective recruitment is;
Recruitment is described as the set of activities and processes used to legally obtain a sufficient
number of qualified people at the right place and time so that the people and the organization can
select each other in their own best short and long term interests. In other words, the recruitment
process provides the organization with a pool of potentially qualified job candidates from which
judicious selection can be made to fill vacancies.
Successful recruitment begins with proper employment planning and forecasting. In this phase of
the staffing process, an organization formulates plans to fill or eliminate future job openings
based on an analysis of future needs, the talent available within and outside of the organization,
and the current and anticipated resources that can be expended to attract and retain such talent.
Also related to the success of a recruitment process are the strategies an organization is prepared
to employ in order to identify and select the best candidates for its developing pool of human
resources. Organizations seeking recruits for base-level entry positions often require minimum
qualifications and experience. These applicants are usually recent high school or university/
technical college graduates many of whom have not yet made clear decisions about future
careers or are contemplating engaging in advanced academic activity. At the middle levels,
senior administrative, technical and junior executive positions are often filled internally. The
push for scarce, high-quality talent, often recruited from external sources, has usually been at the
senior executive levels. Most organizations utilize both mechanisms to effect recruitment to all
levels.
WTL has divided its recruitment into 9 levels according to the type of job or level of job to
which they have given specific names. This type of division of the recruitment is very good. You
can make different recruitment strategies according to different levels of hiring.
Recruitment may be conducted internally through the promotion and transfer of existing
personnel or through referrals, by current staff members, of friends and family members. Where
internal recruitment is the chosen method of filling vacancies, job openings can be advertised by
job posting, that is, a strategy of placing notices on manual and electronic bulletin boards, in
company newsletters and through office memoranda. Referrals are usually word-of-mouth
advertisements that are a low-cost-per-hire way of recruiting.

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Internal recruitment does not always produce the number or quality of personnel needed; in such
an instance, the organization needs to recruit from external sources, either by encouraging walk-
in applicants; advertising vacancies in newspapers, magazines and journals, and the visual and/or
audio media; using employment agencies to head hunt; advertising on-line via the Internet; or
through job fairs and the use of college recruitment.
When it comes to the external sources of recruitment, WTL follows a policy that first it
advertises the job openings in the newspapers and seeks the response but if there is no one
responding they outsource it to any employment agency. From this it seems that when company
decides to hire from external sources, it only hires from outside, means then they do not consider
internal ones whether they have to hire through an employment agency which obviously incurs
cost. So, it depends on the policy of the company whether it is interested to hire from within or
from outside. Response time for different levels of jobs is also different which depicts the
importance of the place to be filled.
WTL has no policy of forecasting outside supply of the candidates because whenever they are in
need, a requisition form is sent by the management to the HR department which in response
starts the process of recruitment by advertising. The methods of external recruitment employed
by WTL are very loss. College recruiting will be effective for the job levels from M-5 to S-2.
Recruitment through internet will be very beneficial for the company because it is a very cost
effective way, large pool of candidates are attracted over a longer period, online prescreening is
possible as it is related to software industry so it should consider this way. They also hire through
referrals and the high-level jobs are recruited through executive recruiters.
Presently, World Call telecom hires two kinds of employees, one hired on permanent basis and
one on temporary or contractual basis. For both type of hiring there is a different but similar
process because there is only difference of some points discussed above which are considered
while hiring temporary employees.

Recommendations
First of all, before starting advising, the first step a company’s HR department should do is the
documentation of the process of recruitment and everything comes in it. Documenting the
organization’s policy on recruitment or the criteria to be utilized, and all the steps in the
recruiting process is as necessary in the seemingly informal setting of in house selection as it is

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when selection is made from external sources. Documentation satisfies the requirement of
procedural transparency and leaves a trail that can easily be followed for audit and other
purposes which meet the fairness concerns.
Everything should be documented before going for recruitment. Company should consider how
the position they want to fill, is defined. What level of technical skills is really required? Is an IT
or computing degree really necessary? Are ‘soft’ skills desirable or essential? Could the role be
done flexibly? Consider how and where to advertise the job. Consider whether the tone and style
of the advertisement encourages women to apply or puts them off. Ensure that policies put in
place primarily to retain staff are made clear to applicants. Consider how they make best use of
potential pools of labor, especially for internal recruits. Consider whether a competency based
approach to recruitment may attract more minorities and women, in order to comply with EEO.
Darshan Shah, Chief Consultant, Swastik Solutions (an HR & Management Consulting Firm)
told us that an effective recruitment is divided into 7 steps which are:

 Understanding the Requirement:

Make sure you have understood the requirement very well. You should not only look at the
technical requirements but also try to understand the entire environment and situation of the
vacancy. Why the vacancy is there? Is it a new vacancy or a replacement? If it is a replacement,
what are reasons the previous employee on that position left the job or shifted or promoted?
http://ezinearticles.com/?7-Steps-For-Right-and-Effective-Recruitment&id=2306546

 Analyzing the Position and Team Situation:

After understanding the requirement, make sure you analyze the team environment and situation
where the vacancy is open. Figure out the size of the team one has to work with. For example, if
the team size of the position is 10 people, and if the incumbent has never worked in such team
size, he won’t be able to get adjusted easily. There are people who only get adjusted with small
teams and there are also professionals who can only work in big teams. This is the case with
leading and management positions as well. If you try to hire a person who has led a team of 100
people and if he has to lead a team of only 5 people, there are always chances that he will be not
satisfied and not get adjusted in the environment.
One also needs to check what kind of person the incumbent has to work with. Who is his
supervisor; what kind of attitude he has and so on. In most of the cases, the study has found that

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an employee leaves because of his supervisor. Ultimately, the supervisor is the person who deals
with him directly.

 Sourcing the Right Person:

After analyzing the above two steps, now is the time to look for a right person. Match the
technical skills, match the above two criteria and then call him for the interview. Salary is always
an important criteria so never forget to match what he expects, what he has drawn, what is he
drawing and what you can offer.

 Gathering basic information:

Many recruiters find it silly to gather the basic information about the candidate. However, this is
where they make a big mistake. Basic information like birth place, current location, family
background, marital status, hobbies etc. make a big difference. These are the details which can
help a recruiter to figure out the candidate's current situation, his attitude, his hidden talents and
skills and many more.
For example, if you have sourced a candidate who is female, recently married; there are chances
for her to ask for maternity leave and the organization has to suffer. If you have a candidate who
is relocating himself from his native location to a distant place, there are chances that if he gets a
good opportunity in his native, he will accept it and run away. Similarly, if you find out the
hobbies of a candidate you can figure out little about his attitude. If a candidate has been a soccer
player in past, he may prove to be a good team member. If he is tennis player, he may like to
work independently and so on.

 Interviewing:
I will not discuss about the common things we ask while interviewing a candidate. Most of the
recruiters or interviewers know what he has to check. But there are some other factors which
need to be considered while interviewing. These are not the questions but hints we can get while
interviewing.
 Body Language
 Facial expressions
 Speech
 Attitude

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 Habits

 Presenting Profiles to Management:

It is very important for a recruiter to see how he is presenting the profile to the management.
Once a recruiter has short listed one profile, he should wait for few more to get short listed. A
recruiter should always give choices to the management and not just one resume. The
management should have a chance to compare at least 3-4 profiles for a position. So make sure,
you always present at least 3-4 resumes for a position to your management.

 Recruiter as a Sales Person:

We always consider a recruiter as a sales person. He is actually selling jobs to a right candidate
and again selling the right candidate to the management. The sales always include after sales
service. Always make sure you update the candidates and management about the latest status and
keep both of them updated and posted.
Talking about World Call, it should evaluate its selection tools so that validity of those tests is
guaranteed. Give the candidates assurance of keeping their personal information safe. The
candidates who are not selected should be given enough response and reason for non-recruitment
should be told to avoid law suits. Employment laws should be followed. They should develop
such system in their HR department that no ethical issues can be raised. Internally, a system to
forecast internal supply of candidates should be managed so that management do not have to go
for advertising internally and screen out candidates, so that cost is saved.

CONCLUSION
By completing this survey we came to conclude that HRM department is the main department of
all telecommunication industry but according to our survey MOBILINK and WORLD CALL

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have very well established department of HRM among others and their all employees are get
motivated and satisfied with HRM department. All these telecommunication industries focus on
employee satisfaction and motivation for this they conduct training sessions give incentives and
all kind of benefits that retain their employees.
HRM play very important role in all activities so every industry focuses on its function and scope
for the betterment in present and future.

Reference
 Thanks to Mr. Abdul Salam (HR manager of world call)
 We also thanks to Mr. Rasheed Ahmad(HR manager of Mobilink)

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