Human Resource Management

TABLE OF CONTENTS

1.

Executive

Summary.3 2. Introduction. 4 3. External Environment ..6 4. Internal Environment..14 5. SWOT Analysis..15

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6. Theoretical Background..19 7. HR Department of Telenor 21 8. Latest Development in the area 24 9. Conclusion.2 8 10. References.29 11. Appendixes30

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Executive Summary
This report is about telenor Pakistan, from Telenor ASA Norway which is one of the largest telecommunication groups in world. This topic of this project report is testing and selection process in telenor. The first part of company is about background of company. In this part telenors contribution to Pakistan economy is described. Telenor has grown in very short time in Pakistan and became the leader company among competitors. In 2009 it is estimated that Telenor Pakistan contributed Rs20 billion in various forms of direct and indirect taxes to the economy of Pakistan. In next part we did company external and internal analysis. We discussed companys products and services offered to consumers and types of packages offered by company to the date. Then we discussed about company growth and decline during different periods in Pakistan. After this we described opportunities present in market for company. Then we discussed about the threats to the company and also gave brief knowledge about competitors of the company like mobilink, Ufone, zong which are direct competitors of telenor and also discussed some indirect competitors like worldcal, ptcl etc. After this we discussed about the workforce nature of telenor, their training, appraisal and other HR practices in telenor. Then we also discussed about some internal characteristics of company like unionization of work force, increase profitable growth, competitive advantage, best practice benchmarking and continuous renewal of policies in order to strengthen the main goal of company. In order to completely describe the threats and opportunities for company and to see what are the strengths and Weaknesses Company has we also done swot analysis in next part of report. In final part we discussed companys different HR policies about testing and selection. Before this we also provided some theoretical background about the concept of testing and selection. In this part we discussed critical aspects of companys HR policies and also trying to find out if these policies were aligned with companys objectives.

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Introduction
Company Name: The company which we have taken for our project is Telenor Pakistan. Company industry: Telenor Telecommunication Industry Company Background: Telenor ASA is Norway's leading telecommunications group. Telenor Pakistan is the fastest growing mobile operator in Pakistan and represents the largest Foreign Direct Investment in the country from Europe, in any industry, ever. The company is the first Greenfield mobile operation outside of Norway by Telenor ASA, the parent group, with an investment of USD 2 billion to date. Telenor Pakistan is 100% owned by the Telenor Group, an international provider of high quality voice, data, content and communication services in 14 markets across Europe and Asia. Telenor Group is among the largest mobile operators in the world with over 179 million mobile subscriptions (Q1 2010) and a workforce of approximately 40,000. Telenor Pakistan is the country's single largest European investor, with investments in excess of US$2 billion. It acquired a GSM license in 2004 and began commercial operations on March 15, 2005.Telenor Pakistan acquired 51% of Tameer Microfinance Bank in November 2008. In 2009 it launched easypaisa to become Pakistans first telecom operator to partner with a bank to offer mobile financial services across Pakistan. The company continues to contribute to Pakistan's economy. It has created 2,500 direct and 25,000 plus indirect jobs and has a network of 24 sales & service centers, more than 250 franchises and some 150,000 retailers, thus providing a means to livelihood to thousands. For 2009 it is estimated that Telenor Pakistan contributed Rs20 billion in various forms of direct and indirect taxes to the economy of Pakistan. Telenor Pakistan provides wide EDGE connectivity

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across the country. It has one of the largest data networks (GPRS) in Pakistan providing Internet services to customers. Telenor Pakistan has grown to become a leading mobile communications services provider of the country. Telenor Pakistan's corporate headquarters are in Islamabad, with regional offices in Karachi, Lahore, Faisalabad,Multan, and Hyderabad.Telenor Pakistan's flagship corporate responsibility program, Khuddar Pakistan, aims to create dignified opportunities for persons with disabilities. The purpose is to become the most disabled-friendly organization in Pakistan in terms of employment, service, and community support. Telenor Pakistan has taken and continues to implement a number of environmentally-friendly initiatives. These include mainstreaming energy efficiency and alternate energy solutions, and implementing occupational health & safety practices that comply with international standards. The company has created 2500 direct and more than 25000 indirect employment opportunities with 100,000+ retail outlets and 200+ franchises in addition. 99.9% of these employment opportunities belong to Pakistanis. TELENOR VISION Telenor is committed to creating, developing and launching new solutions that simplify our customers workday. We believe that by simplifying our own organisation and routines we can achieve competitive power and value-creation TELENOR MISSION Telenor has been a pioneer in the development of modern telecommunications. Based on experience from a demanding domestic market, Telenor has developed advanced solutions in satellite and mobile communications and taken these to an international market. Telenor will continue to be a driving force in the development of new solutions, primarily within mobile communications.

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External and Internal Analysis

External Environment
Company profile

TELENOR is mostly an international wireless carrier with operations in Scandinavia, Eastern Europe and Asia. It is currently ranked as the sixth largest mobile phone operator in the world, with more than 172 million subscribers. In addition, it has extensive broadband and TV distribution operations in four Nordic Countries. TELENOR PAKISTAN is 100% owned by TELENOR ASA and adds on to its operations in Asia together with Thailand, Malaysia and Bangladesh. TELENOR PAKISTAN launched its operations in March 2005 as the single largest direct European investment in Pakistan, setting precedence for further foreign investments in the telecom sector. The company has crossed many milestones and grown in a number of directions, making TELENOR Pakistan a leading telecom operator of the country. TELENOR Pakistan is creating 2,500 direct and 25,000-plus indirect employment opportunities. It has a network of 23 company-owned sales and service centers, more than 200 franchisees and some 100,000 retail outlets. Products and Services: Products: TELENOR is providing eight prepaid packages and four postpaid packages. Prepaid Packages

Talkshalk A1 Talkshalk Har Second Talkshalk Har Minute Talkshalk 30 Second Talkshawk 63
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Djuice Jaagtay Raho Djuice Din Raat

Postpaid Packages

Persona EASY Persona SIMPLE Persona FREE Persona Karoobar (Aimed at Business owners)

Services Telenor Pakistan provides a lot of services but there are some famous services included following.

Call Me Back Call Blocker Easy load GPRS / WAP Portal Handset Settings International SMS International MMS

Telenor Islamic service Telenor Pakwan Service Telenor Cricket Alerts Telenor Photo Express Telenor Auto Location Telenor Sports Potal Telenor info servic

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Company Growth and Decline As the number of subscribers in increased, there is an increase of 7% in total revenues. Higher the revenues higher is the Earning before Income , Tax , Depreciation , Amortization (EBITDA) i.e. 19% increase. The 2nd quarter EBITDA of Telenor is reported 23% which is the highest quarterly EBITDA so far. Capital Expenditure decreased due to less investment for network expansion. A decline in Average Return per User/Unit (ARPU) of Telenor Pakistan is seen in the second quarter of 2009 but Revenues and Earnings before Income Tax are increased. Number of users is increased by 311000 to 908,000 last quarter from 597,000 last year. But the ARPU is decreased to Rs. 235 in the second quarter as compared to Rs. 248 during last year second quarter. Opportunity facing by company These are the following opportunities and threat that facilities the company to identify the external environment.

Increasing market share Product line expansion Cost discount strategies Product innovation To become customer size specialist Constant repositioning Huge market size. Local handset manufacturing. Making technology accessible to all (e.g. broadband). Adopt latest technologies. Removal barriers. of international trade

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Threats for the company Recession in economy. Inconsistent and Adhoc decisions from regulatory authorities. Political Instability, Security issues. Adverse shifts in trade policies of government

Competition As at 30 June 2008, Telenor Pakistan had a market share of approximately 20%. In addition to Telenor Pakistan, there are five other mobile operators in Pakistan: Mobilink, Ufone, Warid, Zong (formerly Paktel) and Instaphone. According to data provided by the Pakistan Telecommunication Authority (the PTA), as at 30 June 2008 Mobilink was the largest cellular mobile operator in Pakistan with a market share of approximately 37%, Ufone had a market share of approximately 20%, Warid had a market share of approximately 17%, Zong had a market share of approximately 4%, and Instaphone had a market share of approximately 0.4%.

Direct competitors:

Mobilink Pakistan Mobile Communications Limited (PMCL) operates the leading GSM network in Pakistan and provides a range of prepaid and postpaid voice and data telecommunication services to both individual and corporate subscribers, under the brand name Mobilink.

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Ufone Pakistan Telecommunication Mobile Limited (PTML) is a wholly owned subsidiary of PTCL, established to operate cellular telephony. The company commenced its operations, under the brand name of Ufone, from Islamabad on January 29, 2001. Ufones primary focus always remained on their valuable customers, introducing services over time to fulfill their need and demands. Ufones slogan has always remained Its all about U. Ufone has maintained itself as the 2nd largest cellular operator in Pakistan with a subscriber base of over 18 million in July 2008, according to PTA and a market share of 21% during the time period. Currently, Ufone has network coverage in more than 750 cities, towns and across all major highways of the country. It also provides international roaming to more than 195 live operators across 119 countries.

Warid Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. In 2004, Warid Telecom International LLC, purchased a license for operating a nationwide mobile telephony network, (WLL) and long distance international (LDI) for $291 million US dollars and was the first venture of Warid Telecom International LLC. Warid Pakistan launched its services in May 2005 and is based in Lahore. Abu Dhabi Group is one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. In July 2008, Warids total subscribers were more than 15 million subscribers and enjoyed 4th position in the market with a market share of 18%. In June 2008, Warid Telecom announced it would invest $1.5 billion by end of this year and $2.5 billion by end of 2009 to expand and modernize its network in Pakistan.

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Zong ZONG is the first International brand of China Mobile being launched in Pakistan. On 22nd January 2007, Millicom International Cellular S.A. announced that it would sell its 88.86 percent stake in Paktel Ltd. to China Mobile for $284. In July 2008, the total subscribers of Zong were more than 4 million and enjoyed 5th position in the market with 5% share in the market. So far CMPak has invested more than US$ 700 million in the telecom sector in Pakistan and an additional US$ 800 million will be invested till the end of year 2008. Indirect competitors The following are the main indirect competitors in communication channels that deliver voice communications:

World call

Wateen

PCO

The Internet & VOIP Technologies

Competitors in term of labor

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Telenor is competing with Warid, Ufone, Mobilink and Zong. The completion in terms of employees is fierce and each company tries to retain its employees by giving them maximum facilities. Four key employee groups in telenor whose jobs are very essential for the success of the company are: Engineers Information technology experts Customer service representatives Employees of finance department

Even from the above mentioned employees, Telenor especially considers its I.T experts and the Customer service representatives. It tries to retain them by using the following policies: Compensation Policies Telenor offers pretty handsome compensation packages along with benefits like medical allowance, fuel, rent and incentives. Training and Development Telenor provides its employees the opportunity of training and development when needed. It uses on the job and off-the job managerial training programs for its senior employees.

Performance Appraisal and Management Telenor practices the performance management technique for development and growth of its employees. Task allocation is done on half yearly and monthly basis; the employees perform and report about the targets achieved to their managers. Then the line managers review those appraisal reports of the employees and send them to H.R department for approval. It also conducts Training Need Assessment (TNA) before sending any employee for training.

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Work Force Characteristics The average age of an employee at Telenor at the time of selection is between 22 to 27 years and there is no discrimination on gender basis. But majority of the employees are male in Telenor due to cultural constraints. The minimum education level is Graduation and special emphasis is given on good communication skill both in Urdu and English. As Customer Service representatives is one of the main focus area of Telenor, so, initially employees are hired there on third party contract of three months this is called probation period after that contract is extended if the employees is achieving the performance targets after working at least for one year the employee would become the permanent employee of Telenor. There is no restriction of races or ethnic groups in any department in Telenor. Diversity Telenor Pakistan is keen to promote diversity and has achieved good results in this area. Telenor has developed requirements in both recruitment and our management development programs. There is an appropriate blend of less seasoned and experience employees. No quota has been assigned. The best fit candidate according to job requirement is employed. At the office level or call centers, even fresh graduates are appointed but the director level requires a masters degree and preferably some work experience.

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INTERNAL ENVIRONMENT
Unionization of Workforce There is no unionization of workforce in Telenor. Because unions are mostly made in production units like factories for labor rights. Whereas Telenor is a service organization and there exists no labor class. Telenor controls many valuable assets that can be further developed together with partners. Partner-driven innovation is a cost-effective way to create many new revenue-generating services. Internal Environment includes its long term objectives and SWOT analysis. It has some long term objectives which are as follows: Increase profitable growth Telenor seeks to increase core mobile revenues. Telenor is also investing in adjacent markets. To get a competitive advantage Corporate responsibility at Telenor will be part of managing risk and linked to the core business. Telenor has a strong track record when it comes to sustainable business. To provide a superior customer experience In a competitive environment, Telenor needs to differentiate itself by providing a superior customer experience. In the vision and core values, they put customer experience at the top of the agenda. One of their ambitions is to reach a situation where end-users brand preference is higher than the Telenor market share. To ensure best practice benchmarking Telenor aims to achieve considerable continued growth in operating cash flow from its operations.

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To drive change and constant renewal Their long-term ambition is to achieve the same position in broadband (mobile and fixed) as they have in mobile voice today.

SWOT ANALYSIS
Strengths of Telenor
Multinational company Basically it is a Norway base company working in more than in 14 Countries, including in Pakistan. Telenor is a multi-national company. So it can bear losses due to the heavy finance in hand. Telenor came in 2004 but got the second position in investment in Pakistan after mobilink.

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Increasing market Share Hold 24% Market share according to May-2010 and centralized structured, but always follow the culture of every region. Telenor has also 100% ownership in every country. Telenor has launched its operations in 2005 and in just two years Telenor has grown at a very high pace in Azad Jammu & Kashmir and Northern Areas and got a lot of its market share and leading the market. Market leader Telenor launch the Easy Paisa service recently and became the Market Leader in Easy Paisa Branch Less Banking in Pakistan.

Connectivity at call centre services Telenor has covered approximately all the villages in Punjab and other provinces in Pakistan. Even then People feel very comfortable while connecting with call centre representative at the first attempt.

Low Call Rate Packages Telenor has given the lowest day call rate packages. e.g. Day package starts from 7am to 7pm.etc. .

Less no. of complaints Telenor is growing its network very rapidly but not have that much complaint as other have. Most complaints are related to Mobilink and Ufone.

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High customer service People feel very confident while connecting to the call centre services. They care the expectations, questions and suggestions to ensure the full satisfaction of the customers.

WEAKNESSES
Telenor is growing company and do not have many weaknesses. Signals poor quality Market share of the Telenor is increasing day by day and the quality of the signals is not matching its standards which was one year before. Telenor have the coverage almost in the whole country including the big cities and highways and now it is reaching to the small villages and remote areas. Mobilink has the largest coverage but Telenor is expanding its network very fatly.

Opportunities
Investment in Easy paisa Telenor has the opportunity to invest more in the easy paisa market. Yet only Telenor is present in this market but in future many companies can also enter. So to maintain its position Telenor must invest more in this market as well.

Other projects Due to the heavy competition now days, Telenor should invest in other major projects as well.

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Threats
Tough competition Now days, there is very tough competition regarding customers due to the entrance of the many companies. As mobilink is the market leader in telecom sector, so telenor has a big threat from mobilink.

New entrants As telecom sector is the growing sector in Pakistan, so Telenor has also threat of new multinational companies in the telecom sector. Brand image As we know that Telenor is the Denmarks company and people of the Denmark has made some serious issues about our beloved prophet Hazrat Muhammad SAL-LALAH HU ALEH WASALLAM. So the brand image of Telenor has reduced due to that. So there is very big threat of this from the people of Pakistan.

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Theoretical Background
The topic of this report is Testing and Selection in Telenor. Before discussing what are the practices which HRM department of telenor is practicing in actual, some theoretical background about topic is necessary in order to understand the topic. For recruiting purpose and check the validity of the test five steps are used. These tests include: Step 1: Analyze the job Step 2: Choose the tests Step 3: Administer the test Step 4: Relate your test scores and criteria Step 5: Cross-validate and Revalidate Telenor HR department has a proper job Analysis for the new recruiting and after that analysis they give proper Job Specification and Job description their website. If applicants apply for the job a proper test is conducted according to the Job Specification. The applicants who passed the test the test are related to the criteria and cross validated after this whole process is done the selected applicants have to go through interviews then selected for the available vacancies. (Source: Book Gary Desseler page: 213, 214 and 215) For the internal hiring Job posting is conducted. As job posting is Publicizing an open job to employees often by literally posting it on the bulletin boards and listing its attributes, like qualifications, supervisors, working schedule, and pay rate. For the internal sourcing Telenor uses the job posting. It publicizes the open job on the intranets or bulletin Boards. The job description and specification is available for the existing employees then

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interested employees apply for that job according to their specification. Then if the HR department matches those specifications with their criteria the employee is hired to that job.

(Source: Book Gary Desseler page: 177) The Human Resource department is need of at least every big organization in the world. As HR department performs many functions so they are in need for an organization. HR performs strategic management competencies for the executives to make strategies for the organization and make high performance work systems to strategically aligned the HR policies, practices and activities and finally make employees competencies, values and motivation required to achieve the organization strategic goals. (Source: Gary Desseler book page 92) Number of employees working in the HR department depends upon the size of the organization. Telenor focuses on the long run HR need. The HR department takes an effective part for making the strategies of the company. Proper job analysis and description is made for almost every type of job and tests are conducted according to the need of job. Telenor has proper testing system for the fulfillment of the new hiring employees. Internal staffing is done by the job posting procedure the interested employees apply for the job go through the proper criteria that has to be followed for the job and hiring is done. The head of HR department made proper guidelines to be followed for the hiring the employees. Every manager has to follow that guideline for hiring employees. Performance management is used for appraising the employees. It is a process that consolidates goal setting, performance appraisal, and development into single, common system that aim of which is to ensure that the employees performance is supporting the companys strategic aims.

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HR Department of Telenor
Telenor is a large organization and has its own human resource department. The human resource department plays a vital role in the fulfillment of the objectives of telenor. Its functions are to select the right people for right jobs, training, appraising, evaluating and firing the unwanted human resources. The HR department of the Telenor is fully contributing in fulfillment of the mission, objectives and strategic plans of the organization. HR department hire best people for the organization who provide best customer care and services to the customer. As it is a cellular based company and also have some other projects to improve the economy of the country. Telenor is also dealing in the banking and providing best services to the customers. It is because of the HR department of the organization that the numbers of customers are increasing day-by-day. If HR department is not working well then it is not easy for the organization to acquiring such a big market share it is only because of the struggle of the HR department.

Vice President As HRM Head Telenor has its own HR department and vice president of the Telenor is the head of the HR department and besides it there are many executives and managers in the HR department. These managers heads many department and responsible for hiring, firing, consoling of the employees and etc. Vice president of the Telenor is head of the HR department and he is responsible for the planning and forecasting for the organization and the managers are responsible for implementing and fulfill the goals of the organization and implement the strategies of the head of the HR department. Long-Run HRM Needs As Telenor is a big organization thats why it has its own HR department. Telenor primarily focus upon the long run Human Resource need. Telenor has job description for each position and this

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description is handover to the employee at the time of the training. In Telenor proper Job Analysis is done after it job description is formulated. HR department also analysis the need of the staff, after establishing the staffing need then HR department have many different procedures to fill such vacancies, they can fill it from the existing employees or they have the option to fill that vacancy by hiring new employees. For the hiring, managers of HR department are responsible they follow the guideline made by the head of the HR department.

Testing and Selection In Telenor Telenor has a great and strong testing system. It has different testing system for call centre job and different testing system for other type of jobs. It has different techniques for the test firstly applicant have to submit the CV on its website then the Human Resource department of Telenor examine and check the applications if the applications are up to the mark and according to the job specification or not. If the application fulfill all the requirements then HR department call the applicant for the test. In test Telenor has different criteria, for some jobs written test is necessary but for some jobs written test are not taken, applicants are only selected through interviews. This all is about to fill new vacancies. Recruitment From Inside In order to fill the existing job vacancies Telenor HR department seeks the nature of the job and type of vacancies which have to be filled. Sometimes such vacancies are filled by the existing employees of the Telenor but sometimes new hiring done to fill the vacancy. Evaluation Criteria In Telenor In Telenor for the salary increase or for determining the effectiveness of the employees the HR department done a survey in the department and give forms to the employees to evaluate their colleagues. Performance appraisal system affect the job performance of the employee when we give appraisal to the employee who done his/her job well then it will motivate other employees and next time other employees also done their job well. Performance appraisal system is used in almost all organization and almost all organizations give appraisal on the basis of the employees performance. Promotion of the employees in Telenor is basically on the basis of their abilities and

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performance there is no such rule that only senior employees will be promoted. Promotion decisions are not based on the employees willingness when the higher authorities select any of the employees for the promotion he has to take charge of that position. Grievances Handling By HRM In Telenor employees have less grievances and problems. If any employees have any grievance or problem he can contact with the HR department and HR department have different procedures to solve his/her problem. HR first analysis the problem than check which method should use to solve the problem sometime if the problem is related to the performance of the employee HR department give some training to the employee they have some people for the consoling of the employees. In Telenor the number of grievances or problems is declining as they provide almost all types of incentives to the employees. They have a procedure of consoling of the employees if employee has any problem or grievances then the console him/her and provide him/her full support and give him/her training about which he/she is facing problem.

Human Resource Management Latest Development in the area

If we talk about the HR department of the Telenor there is no such latest development in the HR department of Telenor. But if we talk about overall organization there is much development in the organization. As it is a cellular company but now it is dealing in Banking sector also. Telenor also start the service of money transfer and utility bill payment now using this service we can easily send money in any part of the country within no time and by its utility bill payment service we can easily pay our bills any time from its retailers from any city. In 2009, Telenor Pakistan partnered with Tameer Micro Financing Bank to introduce branchless banking for the first time in Pakistan. These are some of the latest development by the Telenor. Because of Telenors great vision and great services Telenor is becoming the leading organization of the country. Telenor has great service care and this is the main reason that its customers are increasing day by day.

Brief Growing History and latest development of Telenor in Pakistan

Mar 05 Telenor Pakistan launched Sep 05 Reaches 1 million subscribers Mar 06 Djuice launched Jun 06 Talkshawk launched Aug 06 EDGE network launched Feb 07 Persona Postpaid launched May 07 Reaches 10 million subscribers Jan 08 Reaches 15 million subscribers; establish industrys 1st solar-powered repeater site Jun 08 Becomes countrys 2nd largest mobile operator Oct 08 1st hybrid solar-powered BTS set up Nov 08 Purchases Tameer Micro-Finance Bank; reaches 18 million subscribers Mar 09 BlackBerry services launched May 09 Reaches 20 million subscribers Jun 09 Superbrands Pakistan declares Telenor Pakistan Superbrand of the Telecom Industry Jul 09 Khuddar Pakistan launched Jul 09 Utility Bill Payment launched Jul 09 Technical Division achieves TL 9000 certification Aug 09 Becomes industrys first operator to complete a USF project ahead of time Aug 09 Telenor Khuddar Pakistan supports National Leadership Conference of Persons with Disabilities resulting in the historic Islamabad Declaration on Rights of Persons with Disabilities Oct 09 easypaisa launched

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Nov 09 easypaisa Money Transfer launched Jan 10 Becomes first telecom operator in Pakistan to receive ISO/IEC 27001:2005 certification for Information Security Management System for mobile banking services Feb 10 easypaisa Mobile Account launched Mar 10 Karo Mumkin campaign launched Jun 10 Becomes one of few mobile operators in the world to receive a grant from the Bill & Melinda Gates Foundations Mobile Money for the Unbanked (MMU) Fund.

Implication on the Organization

In the above paragraphs we discuss the theoretical background of the HR department strategies. In theoretical background we discuss the strategies of HR department and then we relate them the theory which we have read in books and in our class. After the theoretical background of the HR department we discuss some latest development in the HR department and in overall organization. In which we discuss how Telenor is increasing its business day-by-day and how it is contributing in the economy of the Pakistan. How it is providing better services to its customers.

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Now if we talk about the implication of the strategies of HR department in our project which is on the topic Testing and Selecting we can easily say that Telenor has strong HR department which is working very efficiently. It has strong testing and selecting system. It has different procedures to select or hire an employee. These procedures are testing which include written test and then there is interviews some time there are more than one interview but it depends on the nature of the job. Telenor has a system that if someone wants to send his/her CV to Telenor he/she simply upload his/her CV to the Telenor website. When Telenor wants to hire some people they check wether the uploaded CVs are according to their job description, if they are according the job description then they select them for the screening and testing then they have full procedure for selecting the employee which we discuss above. When Telenor has to fill some post HR department analysis the job position if such vacancy can be filled with the existing employee they can hire such employee but mostly they advertise such job in the organization so if any employee is interested in that job he/she can apply for this job then its duty of the HR department that they will hire the best person for the job. If we talk about that who heads the HR department or who he responsible for the implementation of the strategies of the organization. Then it is Vice President of Telenor who heads the HR department and then HR departments have many managers who heads many departments and responsible for that departments. These managers have to report to head of the HR department. As Telenor is a big organization thats why it needs its own HR department and thats why they are not using outside sources. Telenor primarily focus on the long run need of the HR department thats why it has its own HR department. It is duty of the HR department to analysis the staffing need and then fulfill that need. To fill the vacancies HR department or managers have to follow the guideline or rules by the HR head. HR department have different procedure to evaluate the performance of the employee. In Telenor they did it by filing the performance evaluation form from the colleagues and from the subordinates. In Telenor appraisal are given on the basis of the job performance. Now if we talk about the promotion system in the Telenor, then promotions are done on the basis of the performance of the employees not the seniority based. If any employee is performing well than there is much chances of his/her promotion. When any employee select

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for the promotion then his/her willingness is not important but if someone have some problem regarding this promotion then he can withdraw his/her name from the promotion. As Telenor is a big organization and have many employees but the number of grievances among employees is very low. Telenor has a complete procedure to fulfill the requirement of the employees. If any employees have any grievances or complaints then he/she can contact with the HR department for the solution of the problems or grievances. HR department have employees for solving the grievances or problems of the employees. Number of grievances is declining in Telenor. The reason for this is that Telenore is fulfilling their basic need that is why we can see that many people prefer Telenor for the job.

Conclusion From all of the above discussion now we can conclude that HR department of Telenor is working very efficiently. It is fully contributing to fulfill the organizations mission, objectives and strategic plans. HR department has proper rules and regulations which they follow to hire, fire or to promote any employee. They have proper procedure of hiring the employee. In HR department there is no such latest development. As we know Telenor is an international company so its management is very good and there is no such problem in HR department that being solved or in procedure of solving by the organization.
As we discuss about the Telenor in our view point Telenor is a good organization. It has proper system and all of its employees are working very efficiently thats why it is progressing day by day.

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It is providing many incentives to their employee thats why there are less grievances among the employee. Telenor has many franchises nationwide to provide best services to the customers. Because of the better services of Telenor number of customers is increasing. There is no such problems which HR department is facing but the problem that they are facing is that, as we know there are less jobs in the market and every year many students passed from the different universities and everyone wants to get job so HR department receive much CV and it is very

References
http://www.telenor.com.pk/about/history.php http://www.telenor.com/ http://www.telenor.com/en/investor-relations/reports/annual-report-2009 http://en.wikipedia.org/wiki/Telenor_Pakistan http://en.wikipedia.org/wiki/Telenor http://telecompk.net/2006/11/14/telenor-pakistan-profile-and-outlook/

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http://www.telenor.com/en/about-us/our-history/ http://www.scribd.com/doc/26615218/Project-on-Telenor-Pakistan http://telecomnewspk.com/2009/11/telenor-competition-winners-announced/

Human Resource Management by Gary Desseler

Appendixes

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Refrence: Saqib Nasar

(Operational Manager)

PH# 0345-4001150