Project on Mobilink

____________Human Resource Management Project on Mobilink GSM______________

NATIONAL UNIVERSITY OF MODERN LANGUAGES ISLAMABAD

Project on

Human Resource Management

Submitted by Group-B

i. ii. iii. iv.

S.M. Faizan Alam (848) M. Asad Salim Malik(829) Hasham Mehmood (842) Nabeel Mukhtar (800) Submitted to

Mr. Malik Muhammad Irfan

May 03, 2008 Page 1 of 51

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Chapter One Introduction of Project Purpose Human Resource Management is one of the important subjects of Business Administration. When studying any fields of Human resource all elements need to be scanned carefully because they are all directly linked with Human. In this project, we are going to analyze the HRM practices being practiced in an organization.

Selection of Company MOBILINK GSM COMMUNICATIONS The reasons for selecting MOBILINK GSM COMMUNICATIONS are:    

Multi-national firm Well-developed HR department Friendly environment Co-operative employees

Scope of Study The human resource department of Mobilink is well established and is the second biggest HR department in Pakistan. It has its own rules regulations and manuals for each and every aspect related to HR practices. The rise of multinational companies and transnational corporations places new requirements on human resource managers. Human resource must ensure that the appropriate mix of employees in terms of knowledge, skills, and cultural adaptability is available to handle global assignments. The scope of study of Mobilink’s HR department covers Human resource planning, Recruitment and selection, Training and Page 2 of 51

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development, Performance appraisal, Compensations structure of various levels of management, Job analysis of three employees, Occupational health and safety policies followed, SWOT analysis of HR system of company. ___________________________

Chapter Two Brief Introduction of Company The name of the organization is Mobilink GSM communication. The nature of the organization is to provide mobile communication to over 99 countries across the world. And it also gives it consumers the access to different countries with the collaboration of other companies like thuraya. Currently Mobilink has 188 launching partners in 54 countries another 49 countries will be accessible after launching its thuraya. Mr. Barry recently (The president of the Mobilink GSM) had several important portfolios within Orascom Telecom the largest Middle East and African Operator, the holding company of Mobilink. Orascom Telecom operates 20 GSM network licenses in the Middle East, Asia and Africa. Mobilink GSM. A subsidiary of Orascom Telecom, started its operations in Pakistan 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 30 million and growing. They pride their selves on being the first cellular service provider to operate on a 100% digital GSM technology in Pakistan that also provides state-of-the-art communication solutions to their customers. In addition to providing advanced voice communication services that makes the lives of millions that much easy, they also offer a host of value-added-services to their prized customers. At the same time, Mobilink places high importance to its coverage, which is why they cover in 7000+ cities and towns nationwide as well as over 120 countries on international

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roaming service. In other words, they speak our language, everywhere. With increasing usage of the Internet and the convergence between data and cellular technologies, Mobilink's focus is on the integration of Internet with its cellular offering. With this objective in mind, they plan to invest heavily in Value Added Services, which will result in increasing the efficiency and effectiveness of cellular communications for their customers. These include:  High Memory Capacity SIMs  Mobile commerce & Mobile banking with a number of Banks  Personalized services like Wake-up and Reminder calls.  Bill presentment on the web site.  On-line bill payment facility for customers  Wireless Application Protocol (WAP) services for customers to access Internet applications on WAP enabled Mobilink handsets. Mobilink is the market leader in providing state-of-the-art communication solutions to more than 14 Billion people in Pakistan. They can proudly boast of being the first cellular service provider in Pakistan to operate on a 100% digital GSM technology. They offer tariff plans that are exclusively designed to cater to the communication needs of a diverse group of people, taking into account occasional users to businessmen. To achieve this objective, they offer both post paid (Mobilink) and the prepaid (JAZZ) solutions to their customers. In addition to providing advanced voice communication services, they also offer cost efficient data services to their customers. Keeping in mind their customers’ convenience, they also deal in mobile handsets, sold either independently or bundled in All-in-One Packs.

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During the last five years, Mobilink has set up one of the largest cellular networks in the country. Currently, they are covering more than 750 cities and towns. This has involved an investment in the company of more than US$ 1 Billion. They have 14 Switches and more than 2,500 cell sites. Orascom Telecom 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. It is a leading mobile telecommunications company operating in seven emerging markets in the Middle East, Africa and South Asia having a population under license of 460 million in total population with an average penetration of mobile telephony rate across all markets of 8%. Orascom Telecom operates GSM networks in Algeria ("Djezzy"), Egypt ("MobiNil"), Pakistan ("Mobilink"), Iraq ("IraQna"), Bangladesh ("Banglalink"), Tunisia ("Tunisiana") and Zimbabwe ("Telecel Zimbabwe"). Orascom Telecom subscriber number reached over 20 million subscribers as of June, 2005. Orascom Telecom's operation in Pakistan, Mobilink, started its operations in 1994, and until early 2001, had a market share of 40%. In April 2001, OTH took over management control of the company and as of June, 2005; Mobilink served more than 7 million subscribers, representing a market share of approximately 61% of total mobile subscribers in Pakistan. Orascom Telecom has positioned itself as a leader in the region for its diverse GSM operations, with various GSM support and Internet operations. One of Orascom Telecom's main strategies is to create its own non-GSM subsidiaries to act as a support for its regional GSM operations. OTH has achieved this by dedicating financial, technical, and management resources for its subsidiaries. This includes network support and installation of GSM operations, equipment procurement, handset procurement and distribution companies, value Added Services, and Internet operations. OTH is dedicated to provide the best quality services to its customers, value to shareholders, and a dynamic working environment for its nearly 11,000 employees.

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Mobilink Mission Statement “To be a superior communications service company in Pakistan this provides the best value to its customers, employees, business partners and shareholders.”

Mobilink Vision “To be the leading Telecommunication Services Provider in Pakistan by offering innovative Communication solutions for our Customers while exceeding Shareholder value & Employee Expectations.”

Slogan of the Company Mobilink…reshaping lives!

Logo of the Company

Core Values 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.

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 Create a collaborative and mutually supportive environment that encourages people to grow.

work

 Build a team of professionals who deliver expertise by

participating in business decisions.  Develop Performance Management and reward systems underlying our Business strategy.

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Organizational Structure

CEO Vice President

HR Admin Security

Information Technology Marketing

Director

Sales

Manager

Manager

Specialists

Specialists

Associates

Manager

Manager

Specialists

Associates Associates

Director Director

Specialists

Specialists

Director

Manager

Manager

Specialists Specialists

Associates Associates

Strategy Management

Finance

Director

Manager

Corporate Affairs

Director

Director

Director

Manager

Customer Services

Specialists Associates

Associates

Associates

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Divisions of Company Mobilink GSM has the following five divisions: (1)

Marketing (sales and recovery department are

included in this) (2)

Finance department

(3)

Customer services

(4)

IT department (technical department)

(5)

Human resource department

The functions performed by these departments is as follows

Marketing & Sales Department These are some of the marketing working procedure like

• Branding of the Product. • Media Communications. • Promotions. • Retail /Distribution of JAZZ. • International Roaming. • Franchise Management. • Direct Sales. • Indirect Sales. • Connects Service. Finance Department They are responsible for • Processing of all Connections. Page 9 of 51

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•

Vetting & Processing of Sales.

• Facilitation of Sales through daily support. • Vetting & Verification of potential Customers. • Control Inventory. • Improve cash flow through prompt bill collection. •

Enhance Credit Limits.

•

Collections.

• Nationwide

market

search

for

available

renowned

vendors. •

Comparison of

product

quality

and

standard

being

provided by different vendors. •

Matching

the

available

products

with

the

required

specifications & delivery time. • Cross examining the quoted prices through the local market. •

Negotiating the best deal.

Customer Services Department Operation Performance • Monitoring Process Performance. • Training. • Incentive Program. • Quality Management Call Centre • 24 hrs self-serving Interactive Voice response. • 24 hrs Product/ Account information. Page 10 of 51

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• Welcome Calls to New Customer.

Support Centre • Centralized back office for CS. • Responds to countrywide correspondence. • Report generation for statistical analysis. Service Centre / Club 300 • Customer query handling/ resolving walk in problem. • Personalized

service

to

high

profile

&

Corporate

customers.

• Generation of New Leads. Information Technology Department • Networking. • Operating Systems. • Software Development. • Resource Applications. • Network Security. • Billing • Connection of location through Radio links. Human Resource Department

•

Recruitment.

•

Policy & procedures development.

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•

Employee Benefit & Compensation.

•

Training & Development

•

Career Planning

•

Employee Relations/ Communication.

•

Career Planning/ Succession Planning

•

Retention of Employees.

•

Employee motivation

The human resource department of Mobilink is well established and is the second biggest HR department in Pakistan. It has its own rules regulations and manuals for each and every aspect related to hr practices. Mobilink GSM considers good corporate governance to be an essential tool for achieving their vision, value creation and strategic goals, and for maintaining a healthy corporate culture. Furthermore, good corporate governance is imperative for credibility and for access to capital. Mobilink’s corporate governance includes openness and transparency towards the company’s owners, the Board and Group Management, as well as other interested parties such as the Group’s employees, customers, suppliers, creditors, public authorities and society in general. Rules and procedures provide Mobilink with a sound platform for good corporate governance and for the further development of a positive, responsible and robust corporate culture. The Management is responsible for ensuring the existence of internal rules, procedures and structures that can efficiently secure value creation for all stakeholders and where authority and responsibilities are clearly set out and mutually understood.

Basic Aims & Objectives Page 12 of 51

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Aim “Our aim is to be the best cellular service provider with widest coverage and superior quality.”

Objectives Objective of Mobilink is to give customer, satisfaction and value. For Mobilink the Customer always comes first. Therefore they focus all their initiatives, strategies and operating procedures on the customer. Their customer service is a logical extension of the Customer First approach. To provide quality services not merely to meet their customer's expectations but to exceed them. Most of customer's queries are answered in the FAQs. Customer can also contact their regional offices or dial 24 Hour Customer Care "100" from any Mobilink handset (the Help Line to assist customer at all times. Alternatively, since they are already on the web customer can also E-mail them their queries).

____________________

Chapter Three Human Resource Planning Mobilink's activities serves to illustrate that business success in demanding markets can be achieved without compromising ethical principles or international norms. Our Codes of Conduct have been adopted by our competitors and are a key management tool for influencing all our activities. The Codes of Conduct cover areas that are important for ensuring solid business ethics in all aspects of our activities. They contain specific and practical rules, and set the standards for how individual employees should conduct business when faced with competition and demands for meeting business objectives. Failure to comply with the Codes of Conduct results in sanctions suited to fit the nature and extent of unauthorized Page 13 of 51

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actions. The Codes of Conduct apply to Vice presidents, Directors, Managers, Employees, hired staff and anyone acting on behalf of Mobilink GSM. Human Resource (HR) planning is a strategic process that forecasts the demand for jobs in the organization and anticipates the supply of workers. HR planning enables the hiring managers and recruiters to obtain the ‘best’ fit between a candidate and the job at hand at the right time. It ensures that there are adequate human resources to fill in the slot of the employees who leave the organization. Despite of the fact that Mobilink has the least turn-over ratio attained by any other company in the industry.

Human Resource Planning Human resource demand depends upon the demand of the customer, as the cellular companies market share depend upon their subscribers so the demand of the human capital depends upon the customer demand of the product and its maintainability. Demand of the product is directly connected to the sale channels where as maintainability is concern to its customer care and engineering departments. The supply of Human Resource is to see how much Human Resource can be available from the market. That is to have a reasonable and skillful work force. Mobilink strictly believes on Equal Employment Opportunity and strongly condemns the concept of Glass Ceiling, there is no race and gender discrimination and the candidates are assess on their online application for this purpose a well establish database is available on the Mobilink's web site where as it also participate in different job fairs to provide guidelines to the candidates.

Job analysis Human Resource Planning & recruitment Mobilink design job analysis to give the nature and requirement of specific job. Relationship between Job analysis Human Resource Planning & recruitment can be signed as: Page 14 of 51

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Job analysis

HRP Every department at Mobilink sends requisition form for specific position to the HRM department to fill the gap.

Job Description

Nature and requirements of specific job.

Recruitment Pool of qualified applications

Selection

Human Resource Management Modern analysis emphasizes that human beings are not "commodities" or "resources", but are creative and social beings that make class contributions beyond 'labor' to a society and to civilization. The broad term human capital has evolved to contain some of this complexity, and in micro-economics the term "firm-specific human capital" has come to represent a meaning of the term "human resources”

Hierarchy of HR Department

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VP HR Admin

Head of HR operations

Head of Staffing & Compensation

Head of Organizational Development

Head of HR Project Management

Manager HR Operations

Manager Staffing & Compensation

Manager Organizational Development

Manager HR Project Management

Specialist HR Operations

Specialist Staffing & Compensation

Specialist Staffing & Compensation

Specialist HR Project Management

Associates

Associates

Associates

Associates

____________________

Chapter Four Recruitment & Selection Page 16 of 51

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Recruitment involves seeking and attracting a pool of people from which qualified candidates can be chosen. Most organizations have a recruitment function managed by the human resource department. In an era when the focus of most organization has been on efficiently and effectively running the organization, recruiting the right person for the job is a top priority. The magnitude of an organization’s recruiting effort and the methods to be used in that recruiting effort are determined from the Human resource planning processes and requirements of the specific job to be filled. If the forecaster human resource requirement exceed the net human resource requirements, the organization usually recruit new employees. Organizations do have options other than recruiting new employees to accomplishing the work. Some of these options include using temporary workers, offering overtime to existing employees, subcontracting the work to other organization and leasing employees. One final option is outsourcing the work to other companies.

Internal Recruitment If an organization has been effecting in recruiting and selection employees in past, one of the best sources of talent is its own employees. This has several advantages. First the organization should have a good idea about the strengths and weakness of its employees. If the organization maintains a skill inventory, it can use this as a starting point for recruiting from within. Not only does the organization know more about its employees, but the employees know more about the organization and how it operates. Therefore, the likelihood of the employees having inaccurate expectations becoming dissatisfied with the organization is reduced when recruiting is done from within. Another advantage is that employees motivation and morale when it creates promotion opportunities. Final advantage is that organizations have a sizable investment on its employees so the abilities can be used to improve the organization return on its investment. Internal recruitment has also some disadvantage • Infighting for promotion Page 17 of 51

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•

Negative effect on morale

• Performance can be low

Internal recruitment at Mobilink • Internal candidates must be confirmed employees of Mobilink who have completed one year of service. However they must complete one year of service in their existing designation / position before being considered as an internal candidate. • Selected candidates will join the new job/position after getting clearance from their supervisor and will be on probation for a period of six months. • Any change in designation will not necessarily mean a change in salary and benefits package. Candidates who are currently working for competitors may require an NOC from the current employer before being offered a job at PMCL – Mobilink. (Internal recruitment form is attached in Annexure-I)

Job posting and bidding Mobilink head offices, a notice of available jobs are posted in central locations throughout the organization and employees are given a specific length of time to apply specific jobs. In 2002 when Mobilink extending their network throughout the Pakistan they use Job posting and bidding method for some of the administration jobs.

External Recruitment Organizations have at their disposal a wide range of external source for recruiting personals. External recruiting is needed in organizations that are growing rapidly or have a large demand for technical, skilled or managerial employees. Mobilink is one of the largest telecom industry in Pakistan that always needs persons for different purposes.

Advantages:

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 Pool of talent is much larger then that available from internal source.  Employees hired from outside can bring insights and perspectives to the organizations.  It is easy to higher technical and skilled are managerial people from outside rather than training and development internally.

Disadvantages:  External recruitment is that attracting, contacting and evaluating potenialing employers are more difficult.  Employer higher from outside need a longer adjustment or orientation period.  Recruiting from outside may cause morale problems among people within the organization.

Methods for external recruitment Employment Agencies Both public and private agencies can be helpful in recruiting new employees. There are two main types of private agencies. One is the executive search firm seeks candidates for higherlevel positions. Second type of agencies that recruit lower level positions. Mobilink contract with an employment agency “ROZEE” last year, ROZEE is one of the famous and largest employment agency of Pakistan.

Campus recruiting Campus recruiting activates are usually coordinated by the university or college placement center. Generally organizations send one or more recruiters to the campus for initial interviews. Page 19 of 51

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The most promising recruits are then invited to visit the office before a final employment decision is made. Mobilink is also using this method for attracting fresh graduates, last year when Mobilink was expending areas then they use campus recruitment at Muhammad Ali Jinnah University Karachi and Punjab Group of Colleges Lahore.

Internet recruiting This method is growing rapidly college graduate and professionals are just as likely to send an electronic resume as traditional paper-based document. Mobilink get electronic resumes at this site. http://jobs.mobilinkgsm.com/mobilinkindex.php?

Job fairs This is also new method growing rapidly in Pakistan. Mobilink contribute into the job fairs arranged by different companies like ROZEE job fair 2006 at expo center Fortress Lahore. The purpose of this contribution was to attract pool people for specific jobs and get CVs for databank of CVs.

Advertising One of the least methods used by Mobilink for recruiting is job advertising, rather the last option. Help-wanted ads are placed in daily newspapers and in trade and professional publication. Other less frequently used media for advertising include Radio, television, and billboards. Mobilink use both methods but most of the Newspaper advertisement in all major and familiar newspapers of Pakistan.

Recruiting limitation of Mobilink i.

No candidate under the age of eighteen will be considered.

ii.

To avoid conflict of interest, candidates will not be considered for a post if their blood relations work in PMCL - Mobilink.

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iii.

The Head of each department is responsible for understanding the hiring process and its application. He / She are also responsible for complying with the procedures established for hiring personnel.

iv.

Human Resources jointly with the Department Heads will set the (salary range) to be offered to the applicant. The HR department is responsible for providing the Department Heads with the feedback on the status of all salary offers.

v.

Minimum qualifications must be a Bachelor degree or equivalent. A-Level or equivalent may be considered for certain positions and will be subject to the approval of the Director Human Resources & Administration.

vi.

The Company reserves the right to test potential candidates. Candidates must be able to successfully complete any job related selection tests given to them.

_____________________________

Chapter Five Training & Development Training Training is to identify the most appropriate solutions to performance problems for a current period of time. All Company Heads should differentiate between problems that require training and problems that require coaching or other Page 21 of 51

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solutions. Usually, only about 20% of performance problems require “training” solutions. 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, and removing obstacles to good performance).

Development Development is long termed and a never ending process which gradually & constantly enhances the skills & performance of the employees.

Training Objectives The training objective is to provide employees with greater opportunity to grow and succeed within the Company. To strengthen management and professional teams at all organizational levels, the Company shall develop a sound program, employing a number of basic and acceptable personnel practices to: • Provide employees with appropriate opportunities to improve their work performance, to enlarge their capacity for greater responsibility within the limits of their potential and to advance on a Company-wide basis. •

To improve the performance of all employees.

• Fill every position vacancy with the best-qualified person obtainable. Recruiting first from within the Company and going outside only when a fully qualified person is not otherwise obtainable. •

Keep high potential, high talented employees moving up the organizational ladder. High potential employees are those who are highly motivated to achieve corporate and career objectives. • Keep every key position backed up by an adequate number of fully qualified replacements within the organization. Key positions are those, which are considered to be critically important to the Company’s success and which generally, require considerable Page 22 of 51

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Company experience. In all cases, the President or his designee should make the final determination of key positions in Mobilink.

Training Plans Objective Select/identify the needs, by management level, for the total Company.

Procedures • The HR Department should conduct a meeting with the Department Heads to develop the Company-training plan according to performance appraisals. • The HR Department shall coordinate all the tasks until a total Company-training plan is finalized, then follow-up with Department Heads on its implementation. • 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. In Mobilink the training is planned annually by the Organizational Development (OD) development through Training Need Analysis. At the start of the year the OD department issues a Training Calendar which schedules the training programs of the whole year. The training programs are totally Job Specific and depend upon different levels of training for different departments. Technical things are taught which includes training in such a way that if a problem occurs suddenly they would be handling it easily in a proper manner as well as using such tactics that the problem could be stopped as soon as possible. Trainer not only makes each point cleared to them but also evaluates them through testing the employees. In short, training plans are organized so that the employees become comfortable with the organization and their work teams. They understand and accept these norms. New Page 23 of 51

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members feel accepted by their peers as trusted and valued individuals. They become confident that they have the competence to complete their jobs successfully. They gain an understanding of the organizational system; not only their own tasks but the rules, procedures and informally accepted practices as well. Finally, they know how they are going to be evaluated .i.e. they’ve gained an understanding of words, what criteria will be used to measure and appraise their work. They get to know what is expected of them and what constitutes a good job.

Training Methods Used After a brief & detailed TNA, managers select which employees need to be trained and after training results are sent back to manager to check out whether the best came out of it or not. All types of training methods are reviewed with managers on monthly basis. • Orientation sessions are held • In-house training • Foreign Training Programs • Product training Orientation programs are held for newly hired employees to get familiar with the organization, its environment, norms and culture. In-house training programs are conducted by the OD department through expert consultants hired by the company. These programs are conducted in the head office with in the country. Foreign Training programs are conducted for training of engineers employed in the company. They have been sent to foreign countries for different state of the art training programs to enhance their performance and productivity, as it is not possible in with in the country due to lack of resources and opportunities.

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Product training is the most widely & frequently used training method in Mobilink. Whenever a new project is launched all the concerned people got trained for that particular product. After these sessions practical work starts with new employees and product training is offered to new employees as well as old employees.

Training of New Employees Socialization process is done for the benefit of the newly hired. It is the process of adaptation to a new work role. For new employees, orientation sessions are held to introduce to the organization and to his or her work unit. It reduces initial anxiety, maximizes the confidence and boosts the morale of the employee. It also communicates relevant HRM policies such as: • • • • • • •

Pay procedures Working hours Overtime requirements company benefits Review the specific duties and responsibilities of the new members jobs Provide a tour of the organizations physical facilities and introduce the employees to his\her manager and co-workers Product training Medical and safety and security policies

Training of Old Employees Training of old employees are conducted by specialized trainers employed in Mobilink. The employees shall be trained technically and periodically either locally or abroad according to pre-planned programs. The objective of such training is to upgrade the capabilities and efficiency of all those employees and prepare them for more responsible positions in future.  New technology appears in the market then awareness

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 If one old employee is shifted from one department to

another then training is given so that no problems occurs in future.

 Consultants have been hired for specialized training programs to help improve the productivity and polish the skills of the existing employees.

Conditions for Overseas Training Employees who are nominated for enrollment in an overseas training program should meet the following conditions:  The employee should have spent at least six months in the Company service.  The President or his / her designee may exempt some of the employees from this condition if the work or Company interest requires.  Being of good conduct and having an “Expert” or at

least “Very good” rating in his / her last annual appraisal report.

 Being knowledgeable of the language in which the training program will be conducted.

Chapter Six Performance Appraisal Performance appraisal method is a process which evaluates the employees performance over a period of time and than rewards him/her accordingly. This process helps Mobilink to achieve its goals by developing productive employees.

Time of Appraisals

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Mobilink evaluates its employee’s performance on quarterly and in some departments on monthly basis as well as on yearly basis.

Basis of Appraisals Mobilink appraises its employees on the following factors:     

Initiative ability Punctuality Decision Making Hard work Detailed Oriented

Mobilink is proud of its Corporate Responsibility performance. Mobilink is reporting using the Global Reporting Initiative's guidelines. Their work is well-recognized and they have achieved several prestigious listings and awards, both as Orascom Group and in its different subsidiaries.

Methods Used A very simple and detailed method is used for performance appraisal. Depending on different departments, a performance appraisal form is sent to the Directors of different departments, those are further forwarded to the team leaders/managers which evaluate their team members and forward them to the directors for recommendations.

Performance Factors for Appraisal  Performance factors are free from personal biases, prejudices  The goal should be to use direct performance criteria where possible  A criterion is set upon which the employees will be appraised.

Performance Appraisal Policy Objectives Page 27 of 51

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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. The intent of these discussions should be to review current job performance and responsibilities, set goals and discuss future opportunities with reference to past performance at Mobilink. The Objectives of the Performance Review Program are: • To measure work performance. • To motivate and assist employees in improving their performance and achieving their personal/professional career goals. • To identify employees with high potential for advancement. • To provide objective information for making decisions on salary increases, promotions, bonus and transfers. • To identify employees training and development. • 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. 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. Formal written performance reviews will be conducted with all employees once at the end of each year. Notification along with Performance Evaluation Forms will be sent from the Human Resources Department in advance with the scheduled performance evaluation date. All employees will be reviewed at least once immediately prior to completion of their Page 28 of 51

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probationary period. Therefore, Performance Reviews will be held on an annual /bi-annual basis from the date of hire or more often if desirable to do so. The supervisor will receive notification of the scheduled review period from the Human Resources Department.

Guidelines • It will be the responsibility of HR to conduct the 360 Degree Evaluation with a view to identify the Weaknesses and Strengths in each Supervisor and have a one on one session with each Subordinate. • This Practice will be done blindly; names of employees assessing their Supervisors will not be mentioned on the forms. • HR will collect all forms personally & confidentially and conduct a Statistical Analysis of the Evaluation.

Performance Appraisal Reports The immediate Supervisor shall prepare an annual report in December of each year for each employee. The report should include the following elements: a)

Employee’s capacity for work and efficiency.

b)

Employee behavior & cooperation with Supervisors, Peers & the Customers.

c)

Adherence to working hours.

d)

Employee’s decisions.

e)

The Employee shall review his / her performance appraisal in an individual meeting with his / her direct supervisor & acknowledge it by signing the report. The immediate Supervisor shall then submit the report to the Department Head for approval and distribution. All reports shall in turn be forwarded to HR Department to

ability

to

hold

responsibility

&

take

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review jointly with the line manager to implement the merit, inflation increase and bonus based on the performance appraisal and to ensure that the total percentage of increment allocated to each department as per the approval of the President and Board of Directors. f)

The Employee who is rewarded with a grade “Basic” shall be notified by a copy of evaluation report within ten days of the date of filling the report in his / her personal file. He may submit a petition against the evaluation according to the grievances & complaint procedures.

_____________________ Chapter Seven Compensation Structure of Various Levels of Management Compensation Philosophy Mobilink intends to pay their employees better than the market and its competitors.

Salary Policy The purpose of this policy is to have salaries subject for review in January of each calendar year in the light of: • • • •

Merit Inflation Market Survey Internal Equity

An employee, who is employed on a job with title and specifications, will receive compensation that is relevant to

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field experience matching with approved salary structure of his / her position.

Policy Guidelines The Company will pay salaries of the employees and all other amounts due to them during office hours and on the job site as follows: a. The Company will open an account for each permanent employee in a bank that will be credited by his / her salary at the end of each month. b. Upon termination of service (end of service), the employee will receive his / her salary within 15 days up to the time of date of his / her last working day. c. Upon resignation, the employee will be paid his / her dues during a maximum period of 15 days from the date he / she left the job.

Salary Administration Programs Salary Objective The salary administration program is designed to meet the following objectives: • Attract & retain the services of competent qualified employees. • Provide fair and equitable compensation to each employee and to ensure that the value of each job relative to all other jobs within the Company is established and maintained on a fair and equitable basis. • Provide annual performance appraisal for employees to improve their job performance and to encourage them to aspire for promotions to jobs with greater responsibilities i.e. fairly compensate employees based on individual accomplishments and annual performance appraisals.

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• Ensure that salaries are competitive and in line with salary levels that prevail in the industry. • Instill employee confidence in compensation policies and practices.

the

Company’s

Salary Outline The “Basics” of the salary administration program can be summarized in the following manner: • The Director Human Resources & Administration and the concerned Department Head will analyze each job classification. • The HR Department determines an appropriate salary range in relation to similar jobs at other well respected companies (salary survey). • The HR Department will analyze each job and assign a job code, hire rate, minimum, mid and maximum point rate. (Salary Structure) • The HR Department will prepare the new salary structure to be reviewed and approved by the President.

Salary Scale Each job is assigned a minimum salary, established according to the salary survey results, which specifies the minimum salary that may be paid to incumbents in each job. Minimum through maximum scales is built on a system of mathematical calculations to allow for overlapping between levels as a result of salary, merit or promotional increase.

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To ensure that each employee is given the starting salary of the title level in which his / her position and experience fall. Also to ensure that consideration is given to past experience and qualifications when setting starting salaries. Factors to be put into consideration for setting salaries within the range determined by the Department Head & the HR department. The starting salary offered to new candidates by Mobilink will be dependent on two factors: • The particular job level for which the job offer is being made. • The candidate’s education, experience and qualifications as compared with the minimum qualifications required by the job specification.

Salary Administration Procedures Human Resource Department Prepare all documentations affecting salaries, which include: a)

Recruits, transferees and end of service.

b)

Promotion and increments.

c)

Allowances, bonuses and incentives.

d)

Discipline

e)

Prepare the payroll sheet including all details

f)

Review the payroll sheet and documentation affecting salaries

h)

Review outputs i) Prepare salaries sheets of all departments. ii) Prepare transfers to banks. iii) Prepare deductions sheets. iv) Salary Reconciliation

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v) Salary Controlling sheet

i)

Final approval by the CFO and the Director Human Resources & Administration.

j)HR will apply necessary procedures to pay salaries to employees. k)

HR will transfer salary of employees to concerned Bank.

l)Employee will receive salaries from his / her account.

Working Hours Purpose Hours of work are scheduled to meet the production and work requirements of the Company, and are in conformance with all applicable local laws and practices.

Objective A)

Payroll Month

The payroll month is on a calendar month basis.

B)

Working Hours

The Company shall determine the hours of work: Office Hours Operations Center Monday through Friday 09:00 am. – 6:00 pm. Saturday 10:30 am. – 2:30 pm. Office Hours Head Office Monday through Friday 09:00 am – 6:00 pm.

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Sixty (60) minutes meal break each day from Monday through Thursday. Ninety (90) minutes meal / prayer break for Friday.

C)

Exceptions

Employees may be requested to work on any of the holidays or regularly scheduled day of rest including Saturday/Sunday, if the Company’s business so requires.

Compensation Structure of Different Levels: Vice President Directors

Expects more than 200k 100k-200k

Sr. Managers Managers

65k-100k 45k-65k

Specialists Associates

30k-45k 20k-30k.

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Chapter Nine Job Analysis Job analysis is done by Mobilink employees not only for existing employees but also for new / forecasted employees. This analysis involves the identification and description of what is happening on the job, accurately and precisely identifying the required tasks, the knowledge, skills and abilities necessary for performing them, and the conditions under which they must be performed.

Mr. Aamir Naeem (Associate Repair & Maintenance) Department

Administration

Reports to

Specialist Repair & Maintenance

Basic Functions Main Duties and Responsibilities • Repair & Maintenance of Building. Repair Maintenance of the office space • & Repair & Maintenance of Equipment. • Purchase Requisition. • Administration Petty Cash Handling. • Purchase Requisition Analysis and Reporting. • Purchasing of Assets and other equipment. • Employee Support. • Design & Develop the forms/procedures in order to the streamline the processes. •

Generation of Purchase Requisition.

•

Janitorial Services.

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____________Human Resource Management Project on Mobilink GSM______________ Qualifications and Skills Experience: None required Education: Bachelors

Mr. Mudassir Hassan Khan (Operation Coordinator) Page 37 of 50

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Finance operations

Reports to

Regional Finance Head

Basic Functions To coordinate with Regional Finance Operations to accumulate the regional data/information to provide nation wide information to the management

Main Duties and Responsibilities

Sales, Billing, Security Deposit (prepaid/postpaid)collection All locations’ Cash Position Daily Waiver position for a nationwide Reconciliation of Gift Vouchers at all centres Petty Cash Reimbursement Sales Return Processing Security Deposit Schedule of Dealers Stock &Fidelity Insurance Sales & Billing Cash Insurance Arranging payments against printing of postpaid/prepaid connections, CSAF, packing of them etc. for different vendors.

Coordination with various depts. for Operations - Finance

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Qualifications and Skills Experience: One to three years Education: MBA Finance

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Mr. Syed Zohaib Raza Associate Technical Production Department

Technical

Reports to

Director

Basic Functions To initiate, manage and execute all Production related works at BTSs and MSCs

Main Duties and Responsibilities •

To manage Joint/ Draft visits for acquiring BTS sites

•

To manage Production related works at BTS sites

•

To manage outdoor installation at BTS sites

•

To manage maintenance works at MSCs

•

To send weekly progress reports regarding all Production activities

•

To resolve all problems faced by vendors in execution of BTS sites

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Qualifications and Skills Experience Six months to one year

Education Four year college Degree in engineering

Job Analysis of Mr. Hassan Arshad Specialist, Human Resources Job Description • Performance Appraisal of Employees • Report to Sr. Managers for the recommendations on training programs. • Conducting training programs through TNA. • HR policies and system development. • Review of compensation structure

Job specification • • • •

MBA (HRM Majors) Three years experience in Telenor Working in Mobilink from 2006 onwards Gross salary: 35k-50k (Monthly)

Job Evaluation •

Mobilink being a multinational intends to pay a better payment structure, package, and benefits included in the Page 41 of 50

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package as compared to others organizations existing in the industry.

Chapter Ten Occupational Health & Safety Mobilink is responsible for supporting a working environment characterized by high job-satisfaction, opportunities for personal and professional development, and low rate of sick leave and injuries.

Promoting Health and Eliminate Risks Mobilink's managers are responsible for establishing effective arrangements to identify and eliminate or control work-related hazards and risks, and promote health at work. These arrangements are organized, planned, implemented and evaluated with employee participation. Mobilink has established a Health, Safety and Working Environment (HSE) Management System to ensure that the effort to develop and maintain a good working environment is an ongoing process throughout the PMCL Group.

Evacuation Drills Mobilink do what it can to manage external risks and threats that could cause serious injury or death to their employees. Contingency plans and regular exercises are important elements in ensuring our people’s security. For this evacuation drills are being conducted periodically.

Hand Books Based on Mobilink's values and its Codes of Conduct, the HR Admin Security department issues a hand book for all the employees which helps to ensure a high level of security and ethical awareness at Mobilink. Issues related to ethics and the reputations of the company are discussed in the weekly meetings. All employees of Mobilink may report issues in the meeting, which consists of representatives from the whole

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organization and is chaired by the Director of the concerned department.

E-mail Communication Mobilink's employees have also been informed by their managers about the current security and health risks regularly through electronic mail service. And any updates regarding solutions of different health and security issues have been transmitted to employees.

Chapter Eleven SWOT Analysis of HR System of Company Strengths •

• • • • • • • • •

A very well structured HRIS ever existed in Pakistan. Pioneers in telecom industry. State of the art training programs being supervised by highly skilled & professional trainers. ISO 9002 Quality Management System Certification for Billing, Engineering Departments and CS Contact Center Implementation of a full Intelligent Network (IN) platform from Siemens for the Prepaid platform Largest Call Center in Pakistan, which is there to assist the customers 24 hours Only cellular service in Pakistan to provide coverage on the M2 motorway Bilateral roaming in over 100 countries around the world with true international roaming with over 300 operators across the globe First mobile operator in Pakistan to offer extensive GPRS Roaming and Blackberry Roaming services MOBILINK GSM's Short Message Service Center allows Vehicle Tracking and Fleet Management services that are being provided by Tracker (Pvt.) Ltd., under the brand name of C-Track, a company licensed by Pakistan Telecom Authority (PTA). Tracker currently operates from Page 43 of 50

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Karachi but can provide these facilities at all those locations where GSM coverage is available.

Weaknesses •

Some processes are still not online like Employee cards. • There is no online system, through which employees could check their performances.

Opportunities • Planning to attract foreign talent pool. • Target the rapidly increasing new talent.

Threats • Heavy HR investment by other telecom operators. • Threat of new entrants in the industry.

Suggestions to Improve •

HR Department of Mobilink should provide rent facility to all employees. • HR Department should introduce an online system in which employees must get complete information about their performances and through this no one can come in front of the person who actually deserves the appraisal. • Pending processes should be on lined to facilitate the employees. • HR Department should train the employees in such a way that they could be able to face technical challenges. • There should be a proper platform for employees to give suggestions to improve the HR system of the organization.

Conclusion There is no doubt about the Company which is the pioneer in the telecom industry in Pakistan and grooming with a tremendous growth rate. However, due to high competition in Telecommunication sector the turnover rate of employees is Page 44 of 50

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high; the employer should also focus on the external hiring. By this they will have a fleet of matured and professional people across the board and even if they hire fresh graduates or internees they will polish them according to their requirements. The point is you cannot hold the people for ever or buy their loyalty. Second important thing is the Company should also focus on the Corporate Social Responsibility Programs. We the students of BBA (hons.) on the behalf of our whole class and on the behalf of our University wish them Best of Luck for their future and wish them a constant growth and popularity among their customer base.

References   

www.mobilinkgsm.com www.apnijobs.com/jobs-mobilink-pakistan-lahore.html www.ntcpk.com/

 Mr. Rizwan Fazal o Director Business Intelligence o Mobile Number (+92-300-5811911) • Mr. Hassan Arshad o Specialist, Human Resources Page 45 of 50

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o Office Number (+92-51-2857156) o Mobile Number (+92-300-5018196) o Time 04:00 PM o Days of meeting (Monday & Tuesday) o Date of meeting (31st Mar, 08 & 29th May, 08) •

Mr. Adeel Mukhtar o Associate 1, Investigation Research Unit o Mobile Number (+92-301-8482831) o Time 10:00 AM o Days of Meeting (Wednesday) o Date of Meeting (23rd April, 08)

Annexure-I

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Annexure-II Page 47 of 50

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Personal Requisition To requisitioner: The civil right act of 1963 prohibited discrimination in employment because of race, color, creed, religion, sex or national origin; Federal law also prohibited other types of discrimination such as age. The law of most states also prohibited some or all of the above types of discrimination as well as some additional types such as discrimination based upon ancestry. Marital status or physical or mental handicap or disability. Any expression of limitation in these areas expressed in this requisition should be warranted by a occupational qualification or legally permissible reason.

Date_______________ FROM__________________________________ Department ______________________________ Date Needed

Number of Employees

I. Description of Need Job Title Job Classification #

Hiring Salary range

Job salary range

Permanent___________ Temprary____________If temporary, for how long_____________________________ Which Shift__________ Part Time___________ Full Time________________ If part time, hours or day ________________

II. Reason for Need Replacement: Yes__ No__ if yes Persons replace__________________________ Addition: Yes__ No__ If yes state reason _____________________________________________________ ___________________________________________________________ _____________________________________________________ ___________________________________________________________

III. Requirements Education: Grade school ___________ High School____________College_____________ Commercial__________________Other _________________ Experience: Please indicate clearly, what is absolutely required as a prerequisite. Required________________________________________________________________________________________________ ________________________________________________________________________________________________________ ________________________________________________________________________________________________________ _________________________________________________________ Descriable_______________________________________________________________________________________________ ________________________________________________________________________________________________________ ________________________________________________________________________________________________________ ________________________________________________________________________________________________________ ____________________________________________________________________________ Any other requirement_____________________________________________________________________________________________ ________________________________________________________________________________________________________ ________________________________________________________________________________________________________ ________________________________________________________________________________________________________ _____________________________________________________________________________ Date_____________________________ by_______________________________ ____________________________________

Approved

____________________________________

Do not write below this line Date Filled________________________ Whom_________________________ Copyrights MobilinkGSM Pakista

Annexure-III

By Form # 220

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Example of Job Description and advertisement: Jobs at mobilink

Specialist IN Planni ng Job Category:

Engineering-Electrical/Electronic/Telecom

Career Level:

Mid Career (2+ years of experience) Level

Job Type:

Full Time / Permanent

Positions:

2

Agency / Project:

Mobilink

City/Location:

Islamabad

Country:

Pakistan

Posted On:

12 May, 2006

Last Date to apply:

22 June, 2006 Description: We seek energetic & experienced candidates for the postions of Specialist

IN Planning for our Engineering department. The Specialists are required to work with the IN Team for dimensioning and development of IN services and follow up with suppliers for new technologies and reporting to IN / Team leader in IN/VAS team in Islamabad.

Brief Job Description & profile is set below: • 4 years Degree in Electrical/Electronics/ Computers Telecommunications/ Engineering • Minimum 4 Years experience in Intelligent Network (IN) Planning or O&M • A cellular (GSM) background would be preferred • Exposure to Server Management, SUN Solaris and UNIX • Plan for software and/or hardware upgrades to cater for network growth and new services • Provide recommendation to identify opportunities for improvement and optimization of existing services • Must be conversant with ETSI protocols • Manage projects, suppliers and other departments to ensure the project objectives are met • Create and improve internal and external processes and procedures

Education

Must

Degree

Degree Country Level

Description

BE

Bachelors Degree (4 Years)

Electrical/Electronics/ Computers Telecommunications/ Engineering

Skills Page 49 of 50

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Title

Level

Communication Skills

Excellent

Description Should possess effective communications in both Urdu and English.

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