ORGANIZATIONAL

CHANGE AND
DEVELOPMENT
P R E S E N T A T I O N
 INTRODUCTION

JAZZ-THE BIGGEST MOBILE OPERATOR

IN THE COUNTRY

-Having the largest voice & data network with the most number of customers
-Inception of the company was over 25 years ago
-They have been able to maintain their market leadership since then & have become digital leaders
-They provide integrated communications solutions & offer the largest portfolio of digital value added services
-formed by the merger of Mobilink & Warid Pakistan
-The company became the first GSM operator in Pakistan back in 1964
-remains at the forefront of country’s rapidly evolving landscape due to its heavy investments in 4G
-Introduced JazzCash later, their digital financial services platform providing monile based services like money
transfers, bill payments & online payments
 Vision Statement
Our Vision is to pave the way towards a connected world by providing
innovative, fine-tuned business applications and intelligent digital
solutions.”
 They have over 75 million loyal customers across
thousands of cities and an employee base that is
3000+ strong

It is housing a nation wide network of contact centers

and an unparalleled fibre optic backbone of more than
25,000 km. They have already invested billions of
dollars in the country.

It is best known for their excellent customer service &

international roaming in over 150 countries. Through its
innovative products & services, Jazz wishes to bring a
digital revolution that will transform societytowards a
more progressive Pakistan
 OD at Jazz
Organizational development is very important as it enables a company to continually improve its
offerings and processes
•When the Mobilink-Warid merger happened the structure of the org
had completely changed.
•It resulted in people losing their jobs or being transferred to new
positions.
•companies gained access to new resources & human capital
•Jazz absorbed millions of Warid’s users, thousands of telecom
towers & hundreds of retail outlets.
•Increase in customers
•terminated many mobilink-warid franchisees so jazz could find
prime balance between the two companies

In January 2017, 2000 employees were offered full time

contracts with unmatched benefits like medical and life
insurance
Jazz reogranised its business processes, and became more
efficient by cutting down from ten organizational layers to
six making communication easier.
 OD as a continuous
process
Definition of OD and its basic aim-it should be a continuous process

Jazz initially started off as a mobile operator but then it

introduced JazzCash, providing mobile based services
like money transfers, bill payments & online payments
In some time? It became one of the leading financial
services in Pakistan.
They didnot just restrict themselves to what they
initially started off as but tried to grow and evolve their
brand
OD Practitioner/Consultant

Jazz have appointed Sabahat Bokhari, who is the

head of diversity and inclusion & is an OD
consultant.
She has both inter & intra personal skills that help
her be a competent OF consultant.
She also has skills & knowledge like intercultural
intelligence, od design & deployment, change
management & organizational structuring
HRM PRACTICES AT JAZZ
• JAZZ HAS EVOLVED FROM TELECOM ORGANIZATION TO A DIGITAL SERVICE PROVIDER.
• THEY ARE MAKING THIS TRANSFORMATION SUCCESSFUL BY CHANGING THE WAY THEY ARE
WORKING.
• AT JAZZ, HR PLAYS AN EFFECTIVE ROLE IN EMPLOYEE’S DEVELOPMENT.
• THESE EFFORTS ARE CONTINUING TO BE DIRECTLY DEVELOPING THE SKILLS OF EVERYONE IN
THE ORGANIZATION.
• STARTING FROM THE SHOP FLOOR EMPLOYEES TO ENHANCING THE LEADERSHIP QUALITIES OF
THE MANAGERS.

• FOLLOWING ARE FEW CORE HRM PRACTICES AT JAZZ:

HR PLANNING HEALTH AND

TRAINING & SAFETY POLICIES
DEVELOPMENT

RECRUITMENT COMPENSATION
AND SELECTION LABOR
AND BENEFITS RELATIONS
• HR PLANNING: 2. RECRUITMENT AND SELECTION:

• THE MANAGEMENT AT JAZZ MAKES SURE TO

STAFF WORLD CLASS PROFESSIONALS AND • THERE ARE TWO TYPES OF RECRUITMENT
EMPLOYEES, WHO ARE CAPABLE OF PROCEDURES, INTERNAL AND EXTERNAL IN
PERFORMING THE ASSIGNED TASKS JAZZ.
• INTERNAL RECRUITMENT: MAINLY CONDUCTED
EFFECTIVELY.
BY MANAGERS AND DIRECTORS THEMSELVES.
• THE ORGANIZATION REQUIRES EMPLOYEES
• IT TAKES PLACE WHEN A POSITION IS VACANT,
WITH SKILLS AND ABILITIES THAT INCLUDE EMPLOYEES WORKING AT LOWER LEVELS ARE
HIGH COMPETENCIES AND PROBLEM SOLVING EXAMINED ON THE BASIS OF THEIR PAST
TO MEET THE NEEDS IN THE MARKET PERFORMANCE AND THE RIGHT PERSON IS
INDUSTRY. PROMOTED TO THAT POSITION.
• ACCORDING TO THE MANAGEMENT, IT IS NOT • IN EXTERNAL RECRUITMENT: THE LINE
USEFUL IN THE LONG TERM TO INVEST A LOT MANAGERS NEED TO MAKE A REQUISITION FORM
IN THE EMPLOYEES. FOR THE AVAILABLE JOB POSITION IN WHICH
• THEREFORE, THEY ONLY DEVELOP EMPLOYEES THEY MENTION ALL THE REQUIREMENTS AND
RELATED INFORMATION.
FOR THEIR CAREER PLANNING WHILE IT DOES
• LATER ON IT IS FORWARDED TO THE HR
NOT PRACTICE PROPER SUCCESSION
MANAGER OF JAZZ FOR FINAL APPROVAL.
PLANNING.
 3. TRAINING AND DEVELOPMENT:
• SPECIAL ATTENTION IS PAID FOR TRAINING AND DEVELOPMENT.
• INCREASE CAPABILITIES AND SKILLS OF EMPLOYEES AND
PREPARE THEM FOR FUTURE RESPONSIBLE POSITIONS.
• BOTH ON JOB TRAINING AND OFF JOB TRAINING ARE BEING
PRACTICED.
• JAZZ COMES UP WITH VARIOUS TRAINING PROGRAMS TO
PROVIDE A VARIETY OF SKILLS, TECHNICAL, SUPERVISORY AND
MANAGERIAL COURSES FOR THE STAFF.
• JAZZ ALSO PROVIDES TRAINING WORKSHOPS FOR ITS
EMPLOYEES EVERY YEAR.
• COLLABORATED WITH COURSERA.
5. HEALTH AND SAFETY POLICIES:
• ALL LEVELS OF EMPLOYEES HAVE A PRIMARY RESPONSIBILITY
TO HAVE A SAFE WORK ENVIRONMENT.
• THE POLICY OF JAZZ IS TO PROVIDE AND MAINTAIN SAFE AND
HEALTHY WORKING CONDITIONS TO EVERYONE IN THE
ORGANIZATION
• JAZZ PROMOTES TRAINING PROGRAMS FOR ENCOURAGING
STRESS MANAGEMENT AND MENTAL AND PHYSICAL HEALTH.
FOR THE EMPLOYEES WHO ARE WORKING REMOTELY ARE
GIVEN PROPER FIRST AID KITS AS WELL.
4. COMPENSATION AND BENEFITS:
• JAZZ MAKES SURE TO PAY ON BOTH EXTRINSIC AND INTRINSIC
REWARDS TO KEEP EMPLOYEE’S MORALE HIGH.
• IT HAS SET VARIOUS FINANCIAL REWARDS SUCH AS MEDICAL,
DENTAL, LIFE INSURANCE, EDUCATIONAL FUNDS ASSISTANCE,
PAID VACATIONS, ANNUAL OPPORTUNITIES AND COMPANY
CARS ETC.
• MOREOVER, EMPLOYEES PREFER TO WORKING HERE BECAUSE
IT OFFERS THEM RETIREMENT PLANS.
• DIFFERENT BENEFIT PROGRAMS ARE PROVIDED TO
EMPLOYEES AT DIFFERENT MANAGEMENT LEVELS, SUCH AS
PROMOTIONS, BONUSES ETC
6. LABOR RELATION:
• JAZZ ENSURES THAT IT MAINTAINS THE STANDARDS OF
PERFORMANCE THROUGHOUT THE ORGANIZATION.
• AS A COMPANY POLICY IT HAD INTENDED A
DISCIPLINARY PROCEDURE.
• IT HAS A WELL DEVISED SYSTEM TO MOTIVATE
• ITS EMPLOYEES THAT INCLUDE FINANCIAL AND NON-
FINANCIAL REWARDS.
• IN CASE OF ANY BREACH OF DISCIPLINE, JAZZ HOLDS
THE RIGHT TO ACT AGAINST THAT PERSON AND MIGHT
DISMISS THEM AS WELL.
VALUES AT
JAZZ
JAZZ'S CULTURE
• “Managers in hybrid workplaces need a more human-centric approach and
adding caring for the mental wellness of the team means meeting the team
members where they are at.” - Director D&I
• Signed an agreement with UN Women to promote digital and financial
literacy among women.
• Frequent CSR events, such as Breast Cancer Awareness and Employee
Engagement Activities.
• Digital Hackathon for employees.
OCTAPACE
Openness The open workspace infrastructure allows open communication and exchange of opinions.

Encouraging accountability and open communication, confrontation is essential for smooth procession of day to day office activities and Jazz
Confrontation
clearly recognizes that.

Trust With a human-centric approach to leadership, empathy, support and trust within teams is maximized.

Authenticity With truthfulness being part of their core values, Jazz puts high emphasis on owning up to one’s mistakes rather than shying away from them.

Proactivity Jazz allows employees to take initiatives of new ideas and test out their creativity to come up with efficient solutions.

Programs, such as Jazz Flex, which allow employees the option to work from home once a week represent the degree of autonomy given to
Autonomy
employees to make their own decisions, away from any micro-management and scrutiny of managers.

Jazz states Collaboration as one of its key values and guiding principles for its employees. This enables better interpersonal communication,
Collaboration
mutual trust, sharing of resources and increased productivity.

Experimentation Events like Digithon give employees room to experiment their creative ideas and put them to test, promoting innovation within the organization.
 “No job is more important than taking care of your team, especially during a crisis.
Moreover, in the current age where fake news gets widespread immediately, I
believe it is the responsibility of a leader to maintain frequent communication that
is honest and transparent as well.”

JAZZ STRUCTURE NOEL TICHY: THREE FORCES

APPLYING 01 • Jazz is a large sized firm

• Multiple managers to look over each
02 OF CHANGE
• In the telecom industry this particular force holds a lot of power and
influence whether it is evolving services from 2G to 5G or

CONCEPTS
respective sub function.
diversifying portfolios
• All HR functions are interlinked
• Aside from technological advancements it is also the economic
conditions that come under the technical forces

05
7S'S EMPLOYEE - EMPLOYER

03 • Jazz has an immense focus on soft skills, i.e staff,

style, skills and shared values
04
• Keeps growth and wellbeing of the staff as a priority
which can be seen in their initiatives for
• Top level management at Jazz is experienced with
educational backgrounds from prestigious universities
• They operate on a shared value system where they all
put their core values at the center of their decisions
RELATIONSHIP
On their website jazz states,” ..through a
reorganization of its business processes, is now more
efficient as it has moved from ten to six
organizational layers. This change not only enables
swift flow of communication and faster decision
making for customer benefit, but also presents faster
growth opportunities for employees.”
“FIT” AND HR STRATEGIES
• Jazz operates in an environment that is volatile to external changes
• “The environment has been challenging and there are many
problems that industry cannot solve on its own. However, at the
same time, there are many opportunities as well.”
• firm's managerial philosophy is one that encourages participation,
risk taking and egalitarianism
• The organization's culture is such that fosters an entrepreneurial
climate