Human resource Practices in Mobilink

HRM PRACTICES IN MOBILINK

Submitted By
Sajid Majeed M.Adnan Akram Abida yousuf

Submitted To

Human resource Practices in Mobilink

TABLE OF CONTENTS
Executive Summary--------------------------------------03 Orascom Telecom-----------------------------------------04 Mobilink-----------------------------------------------------05 Management-----------------------------------------------07 Human Resource Department--------------------------09 HR Practices in Mobilink--------------------------------11 SWOT Analysis---------------------------------------------35 Conclusion--------------------------------------------------37 Recommendation-----------------------------------------38 Bibliography-----------------------------------------------39

Human resource Practices in Mobilink

EXECUTIVE SUMMARY
Orascom telecom was established in 1998 and has grown to become a major player in the telecommunication market. Orascom Telecom is a leading mobile telecommunications company operating in six emerging markets having a population under license of 430 million with an average penetration of mobile telephony across all markets of approximately 40%. Mobilink, a subsidiary of the Orascom Telecom Holding, is Pakistans leading cellular and Blackberry service provider. With more than 31.6 million subscribers, Mobilink maintains market leadership through cutting-edge, integrated technology, the strongest brands and the largest portfolio of value added services in the industry, a broadband carrier division providing next generation internet technology as well as the countrys largest voice and data network with over 8,000 cell sites. Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse group of people, from individuals to businessmen to corporate and multinationals. To achieve this objective, we offer both postpaid (Indigo) and prepaid (JAZZ) solutions to our customers. Compared to our competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest brands of their kind in the Pakistan cellular industry. This report is based on HR practices. Mobilink has a very defined and well structured HR department and its various policies of keeping each employee productive part of the organization are intoned with the corporate worlds requirement. Humans are the basic tool for having competitive edge in the market for most of the organizations and Mobilink is one of these. Mobilink has one of the best HR systems in Pakistan that gives it an edge over its competitors. Human resource department is putting its efforts towards nurturing a winning corporate culture and building organizational capabilities by ensuring that its people at all levels are both able and willing to perform at consistently exceptional levels. At MOBILINK the people have been empowered to a large degree by minimizing out dated rules /regulations and plan to further eliminate the bureaucratic barriers to capitalize on their ingenuity and talent. HR functions which are practiced in Mobilink, recruitment and selection, orientation of new employees, training and development, performance appraisal system, compensation, career planning and development, reward system, motivation, health and safety measures. Mobilink is reshaping lives across Pakistan by reshaping communication. Its fast paced growth is fueled by the foundation of innovation and the relentless work of over 4,000 dynamic team members. Imagine working with the leader, home to some of the best talent in the country.

Human resource Practices in Mobilink

ORASCOM TELECOM
Orascom telecom Holding S.A.E. ("Orascom Telecom") or ("OTH") was established in 1998 and has grown to become a major player in the telecommunication market. OTH is considered among the largest and most diversified network operators in the Middle East, Africa, and South Asia, and has acquired in early 2008 a license to operate mobile services in North Korea. Orascom Telecom is a leading mobile telecommunications company operating in six emerging markets having a population under license of 430 million with an average penetration of mobile telephony across all markets of approximately 40%. OTH operates GSM networks in Algeria (Djezzy), Pakistan (Mobilink), Egypt (Mobinil), Tunisia (Tunisiana), Bangladesh (Banglalink) and Zimbabwe (Telecel Zimbabwe). OTH had exceeded 74 million subscribers as of March 2008. In Pakistan, the Pakistan Mobile communications Ltd (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. As the market leader, Mobilink serves more than 31.6 million subscribers, representing a market share of 38.5% (as of March 2008). OTH has positioned itself as a leader in the region for its diverse GSM operations with various GSM support and Internet operations. One of OTH's main strategies is to create its own non- GSM subsidiaries to act as a backbone of support for its regional GSM operations. OTH has achieved this by dedicating financial, technical and management resources for supporting 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 providing the best quality services to its customers, value to shareholders and a dynamic working environment for its more than 15,000 employees. OTH established a strong presence in the GSM Association (the world's leading wireless industry representative body) only five years after its inception. OTH's Chairman and CEO, Mr. Naguib Sawiris, was selected to join the GSM Association's CEO Board in 2002. OTH's stocks are traded on the Cairo and Alexandria Stock Exchange (CASE), (under the symbol ORTE.CA, ORAT EY) and on the London Stock Exchange (where its GDR is traded under the symbol ORTEq.L, OTLD LI). OTH is dedicated to provide the best quality services to its customers , value to shareholders, and a dynamic working environment for its more than 15,000 employees.

Human resource Practices in Mobilink

MOBILINK
Mobilink, a subsidiary of the Orascom Telecom Holding, is Pakistans leading cellular and Blackberry service provider. With more than 31.6 million subscribers, Mobilink maintains market leadership through cutting-edge, integrated technology, the strongest brands and the largest portfolio of value added services in the industry, a broadband carrier division providing next generation internet technology as well as the countrys largest voice and data network with over 8,000 cell sites. Housing Pakistans largest distribution and contact centre networks and an unparalleled 6,500 kilometers fiber optic backbone, Mobilink has already invested over US $3.3 billion in the country to date and provides uninterrupted countrywide connectivity, unmatched customer services and international roaming in over 140 countries. The company is also the official cellular partner of the Pakistan Cricket Board. As a responsible corporate citizen, Mobilink also offers a range of socially inclusive products and services dedicated to enhance access to information. Through Mobilink Foundation, the company supports education, health and environmental initiatives and promotes sustainable business practices. Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse group of people, from individuals to businessmen to corporate and multinationals. To achieve this objective, we offer both postpaid (Indigo) and prepaid (JAZZ) solutions to our customers. Compared to our competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest brands of their kind in the Pakistan cellular industry. In addition to providing advanced voice communication services that makes the lives of millions that much easy, we also offer a host of value-added-services to our prized customers. At the same time, Mobilink places high importance to its coverage, which is why we cover you in 10,000+ cities and towns nationwide as well as over 140 countries on international roaming service. In other words, we speak your language, everywhere.

Human resource Practices in Mobilink

MOBILINKS VISION & VALUES

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

VALUES
Total Customer Satisfaction Customers are at the heart of our success. They have placed their trust and confidence in us. In return, we strive to anticipate their needs and deliver service, quality and value beyond their expectations. Business Excellence We strive for excellence in all that we do. We aspire to the highest standards and raise the bar for ourselves every day. This commitment to delivering world-class quality translates into unmatched service and value for our customers and all stakeholders. Trust & Integrity At Mobilink, we take pride in practicing the highest ethical standards in an open and honest environment, and by honoring our commitments. We take personal responsibility for our actions, and treat everyone fairly, and with trust and respect. Respect for People Our relationships drive our business. We respect and esteem our employees and all stakeholders. We believe in teamwork, empowerment and honor. Corporate Social Responsibility As the market leader, we recognize and fulfill our responsibility towards our country and the environment we operate in. We contribute to worthy causes and are dedicated to the development and progress of the society.

Human resource Practices in Mobilink

MANAGEMENT

President and CEO Rashid Khan

Chief Strategy Officer Tariq Rashid

Vice President Sales & Distribution Bilal Munir Sheikh

Vice President Customer Care Irfan Akram

Vice President Corporate Affairs Agha Qasim

Chief Technical Officer Ramy Reyad Kamel

Human resource Practices in Mobilink

Vice President Marketing Jahanzeb Taj

Chief Information Officer Irfan Farooq

Head of Human Resources & Administration Sadia Ahmad

Chief Financial Officer Andis Locmelis

Head of Business Analysis and Planning Farid Ahmed

Human resource Practices in Mobilink

HR DEPARTMENT
MISSION STATEMENT
To lead the organization in enhancing its human capital and creating a winning environment where everyone enjoys contributing to the best of ones ability. Mobilink will achieve this by: Inspiring and motivating its people. Developing its people to strive for higher standards. Driving an open minded and enterprising corporate culture where people through leadership at all levels dare to dream, dare to try, dare to fail and dare to succeed. Attracting and recruiting the best talent Mobilink has a very defined and well structured department and its various policies of keeping each employee productive part of the organization are intoned with the corporate worlds requirement. Employees in the company are largely committed to their organization and have shown progress in the company. Employees are satisfied with the HR department of Mobilink GSM Company. Humans are the basic tool for having competitive edge in the market for most of the organizations and Mobilink is one of these. Mobilink has one of the best HR systems in Pakistan that gives it an edge over its competitors.

DEPARTMENT SECTIONS:
HR department of Mobilink has three sections. Employee services Payroll information Leave and medical record Final settlements and provident fund Policies and procedures Employees record and recreation OD and Effectiveness Training plan Talent management Performance management Employees retention Orientation employee communication

Human resource Practices in Mobilink

Staffing and compensation Staffing plan and HR budgeting Management trainee and internship program Interviewing and selection Headhunters Compensation, benefits and incentive

HR STRATEGIES:
Human resource department is putting its efforts towards nurturing a winning corporate culture and building organizational capabilities by ensuring that its people at all levels are both able and willing to perform at consistently exceptional levels. At MOBILINK the people have been empowered to a large degree by minimizing out dated rules /regulations and plan to further eliminate the bureaucratic barriers to capitalize on their ingenuity and talent. HR strategy refers to the specific human resource management course of actions that a company pursues to achieve its objectives. But how these strategies are formulated and implemented at Mobilink. There is a whole process behind this. The top team continues to play its role in providing the guidance and support to people at all levels. The HR (peoples) function ensures that it leads the transformational change by nurturing a climate, which would help in converting the huge potential at disposal of the company into world-class performance. The active and effective role played by HR in people development at different levels organizational, departmental and individual is considered in MOBILINK to be one of the most critical factors leading to the development of a winning corporate culture. The effort continues to be directed towards developing the skills of the shop floor employees, improving competencies of Business Support Officers (BSOs), and enhancing the leadership qualities of managers. Like most big organizations, the development of HR Strategies is also done in accordance with companys mission. First, Strategic planners analyze what actually is the prevalent culture of the organization, what are the strengths, weaknesses, opportunities, threats (SWOT analysis) of business and its market, and on the basis of all the above analysis, companys strategic plan is established. In the end HR strategies are formulated in accordance with this overall business/companies strategic plans. Based on these HR strategies, HR policies and practices are also formed and implemented. Any abrupt change in the market requires the organization to follow this analysis in order to be successful. That why organizations continuously keeps on updating their strategies and policies.

10

Human resource Practices in Mobilink

Whole system for development of HR strategies is as below:

HR PRACTICES AT MOBILINK:
These are few of the HR practices that I have learned from my resource person. Recruitment policy Orientation of new employees Training Performance Appraisals Career Planning & Development Reward System Health and Safety Policies Employee Relations Motivation

11

Human resource Practices in Mobilink

RECRUITMENT POLICY
OBJECTIVES:
The policy is intended at identifying and choosing the right hand for the right job and ensuring an effective and efficient method of recruitment and selection. It is also aimed at seeking a diversified work force, devoid of any discrimination based on race, color, sex, nationality, ancestry, religion or disability, in certain cases. It is the Companys policy to implement an appropriate recruitment system based on careful determination of the required competency & selection methods with efficient means of communication with candidates. It should be ensured that the policies and procedures regarding hiring comply with the applicable rules and regulations established by the Government of Pakistan. Candidates will be selected and the offer of employment will be extended on the basis of qualifications, experience, recruitment tests in certain cases, ability, interest, aptitude and adaptability to the specific job requirements. All employees involved in the recruitment process will follow and comply with the necessary employment procedures related to applications, screening, interviews and job offers. The salary offered will be within the budget and policy guidelines approved by the VP Human Resources & Administration, VP Finance/CFO and the President.

POLICY GUIDELINES
The Sources of recruitment for different job vacancies in PMCL shall include: Current PMCL employees. Internal Advertisement. Databank. Advertising. Employment Agencies and Consultants. Walk in candidates.

12

Human resource Practices in Mobilink

The activity to fill a vacancy or a new job starts with the requirement communicated by the respective managers to the HR department. The HR department then looks for the possibilities of internal and external recruitment. External Recruitment: No candidate under the age of eighteen will be considered. To avoid conflict of interest, candidates will not be considered for a post if their blood relations work in PMCL - Mobilink. The Head of each department is responsible for understanding the hiring process and its application. He / She is also responsible for complying with the procedures established for hiring personnel. 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. 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 VP Human Resources & Administration. The Company reserves the right to test potential candidates. Candidates must be able to successfully complete any job related selection tests given to them. Internal Recruitment 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 of three months. Any change in designation will not necessarily mean a change in salary and benefits package.

GENERAL CONDITIONS FOR RECRUITMENT:

All Company recruitment will be done through the Human Resources Department in Consultation with the Officers and Head of the concerned Department. The qualifications and demographic variables of the applicant shall be based upon the knowledge, skills and aptitude required to perform the job. An applicants knowledge, skills and aptitude related to the position shall be judged according to factors such as, but not limited to, his / her:

13

Human resource Practices in Mobilink

Education (Academic / Professional). Previous Experience. Interviews. References

Note: No individual will conduct any sourcing, recruitment or hiring activity without the knowledge and involvement of the HR Department.

APPLICATION:
Initially the applicants may submit a handwritten/ typed application along with a bio-data and 2 passport sized photographs to the HR department. However, when considered doe a specific position, they will be required to fill the standard application form of the company. Applications for Technical, Professional and Managerial Positions will be kept on databank by the HR department for a period of 6 months only. Applications can be accepted at any time by the HR department.

CONDITIONS FOR SELECTION:

Departments must submit Head Count Forms and / or Transfer Request Form to the HR Department. Forms must be complete with the appropriate signatures i.e. officer, director &supervisor Information regarding qualifications and job description should be forwarded for identification of suitable candidates. Lead-time of at least thirty days should be given for selection of candidates. The Human Resources Department would place internal advertisements and / or shortlist suitable candidates from the databank. If no suitable candidate is found, advertisements will be placed in media. Candidates must complete the Pre-Employment form. The Human Resources Department shall conduct screening interviews and any job related selection tests. Short Listed Candidates will be invited for a second interview with the immediate Supervisor / Department / Divisional Head or his / her nominee. The Divisional / Department Head and the Human Resources Department must agree on the final selection before an employee is selected and offered a job. Two Reference checks must be completed for the selected candidate. On Selection the following information will be forwarded to HR to be kept in the Employees Personal File: Job Description. Duly filed application form with pictures.

14

Human resource Practices in Mobilink

Interview Evaluation form duly completed. Salary recommended. Any other special clause. References A Copy of matric certificate for verification and record. A Copy of the education or technical certificate and a copy of experience certificate. Copy of N.I.C. Marital status & address. Two Passport size Photos, two 1 x 1 Personal photos.

The employee shall not get back any of these documents except for the original certificates in any eventuality. The Company reserves the right to keep all copies. In the Case of Consultants the Company will sign a contract with the Consultant for duration of 3 months - 1 year. If selected, the permanent employee will have to complete a probationary period of 3 months satisfactorily. The Human Resources Department shall take at least five working days to complete the inter department process and inform the selected candidate about his / her date of joining, proposed salary, job description and benefits and all other pertinent information. The Human Resources Department shall prepare and deliver the Employment Letter to the Employee on the first day of Employment and obtain signatures on a copy. A joining report should be furnished with HR department duly signed by respective supervisor Candidates rejected or kept on file for future reference shall be sent appropriate regret letters.

HIRING CRITERIA
For hiring on Manger level & above the hiring committee will be: The President ( in case of Director and above) Respective Department Directors. VP Human Resources & Administration

Hiring of ex- employees: The hiring of ex-employees of the Company is not permitted. However, if an extra ordinary employee is having excellent working history with the company he/she can be re hired on the recommendation of respective department head.

15

Human resource Practices in Mobilink

Appointment letters: All employees selected by the Hiring Committee to work in PMCL shall be issued a letter of appointment by the HR Department. The letter of appointment shall clearly spell out the terms and conditions of employment and the benefits applicable to the position. The letter of appointment will be signed by Manager Staffing & Respective department director. At the time of confirmation the concerned department will send the feedback for confirmation or further extension of probationary period within 10 working days to the Human Resources Department on a prescribed form Approval Required From Immediate supervisor Departmental Manger (if other than immediate supervisor) Departmental Director

16

Human resource Practices in Mobilink

ORIENTATION OF NEW EMPLOYEES

OBJECTIVE
To inform all new employees of the policies and benefits and to explain to them the nature, philosophy and structure of Mobilink

PROCEDURES
It is the responsibility of the Human Resources Department to coordinate the orientation program. The local HR is responsible to carry out proper orientation of new employees by giving them a brief overview of the policies and procedures. Within the first week of employment, all new employees must go through the department orientation. It is the responsibility of each Department Head and the Managers to complete the Departmental Orientation. While the Orientation is being conducted, an Orientation Checklist will be used to keep track of all that is being done. Within 30 days of employment all new employees must attend a formal orientation program. The program will include, but will not be limited to the following: Nature of business. History-philosophy and structure of the Company. Organizational structure chain of command within the Company. Company benefit plans. Layout and facilities offered by the Company

17

Human resource Practices in Mobilink

TRAINING
TRAINING NEEDS ASSESSMENT POLICY AT MOBILINK:
Objective:
Identifying the most appropriate solutions to performance problems

Procedures:
All Company Heads should differentiate between problems that require training and problems that require coaching or other solutions. 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).

DEVELOPING A COMPANY WIDE MANAGEMENT TRAINING PLAN Objective:

Identify the needs, by management level, for the total Company. The Company will also Facilitate Employees with Short Management Courses from time to time.

Procedures:
The HR Department will develop the TNA according to the recommendations made by their Supervisors in the performance appraisal form. 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. The trainer should be under the headcount of HR so that adequate training sessions can be planned and conducted nationwide. The training requirements of the employees will be picked from the recommendations made by their supervisors in the appraisal forms. The training requirement could also be forwarded by the supervisor if it is not mentioned in the performance appraisal.

18

Human resource Practices in Mobilink

FOREIGN TRAINING POLICY:
Objective:
The purpose of this policy is to enhance skills and knowledge of Mobilink employees and build their capacities to enable them to perform their jobs more effectively and to develop them for future growth.

Policy Guidelines:
The Company shall pay all Training Expenses, Round Trip Airfare, living Allowance, and Local Transportation in accordance with Company regulations in this regard.

Conditions for Overseas Training:

Employees who are nominated for enrolment in an overseas training program should meet the following conditions: Should meet the prerequisites of the intended training. Being knowledgeable of the language in which the training program will be conducted. In case an contract employee needs to attend a foreign training, he/ she has to be on a one year and above contract, with a duration of 6 months of service to perform at PMCL Mobilink from the date of starting the training. If the contract employee being sent on the training does not meet the above conditions, a waiver could be made on the recommendation of the concerned Chief/ VP and the approval of the president/ CEO.

Surety for Mutual Benefit:

To ensure that both, PMCL Mobilink and the employees mutually benefit from overseas professional training provided to employees. The employees returning from training should continue to be in the employment of the Company for following minimum periods as mentioned in Para (4.2) depending on the training days. Failing of which employees will be liable to pay the PMCL - MOBILINK expenses incurred by the PMCL - MOBILINK on their training including travel and accommodation expenses. In the event of an employee wishing to leave the employment of the Company he/she will reimburse the Company the expenses incurred by the PMCL- Mobilink on providing the training. PMCL- Mobilink will make appropriate deductions from the employee final settlement including Provident fund. And remaining amount will be deposited by the employee in the Company account.

19

Human resource Practices in Mobilink

In case an employee doesnt pay back the due amount to the company, HR will issue notice to the concerned employee mentioning that he/she has to pay back the amount to the company, otherwise, company reserve the right to take legal action. If the employee is terminated for cause he will be absolved from any deductions/ recovery of Training cost.

Employee Surety Period and Cost

Cost of Training will be determined by finance in consultation with Technical for Technical Training and Human Resources.

TRAINING: PRACTICES AT MOBILINK

On contacting personnel in the Mobilink office it was found out that Mobilink mostly trains its employees by On Job Training which means that the employees are trained as they perform their jobs and along with their duties. The manager or supervisor guides them how to perform their jobs and guides them to efficiency in the work. Internees are trained in various departments and then mostly hired by Mobilink itself and their training is basically teaching them the ropes and the basics of everything.

TYPES OF TRAINING IN MOBILINK:

On a general basis the training done in Mobilink can be divided into two categories: Soft skill training Technical Training Soft Skill Training: Helping your employees develop a stronger base of knowledge on topics that affect their personal lives can make them more productive and less distracted in their jobs. Soft skill development courses in areas like personal finance and childcare can help your team better manage the most important areas in their personal lives. This may include the following things for e.g.

20

Human resource Practices in Mobilink

Conflict management training People management training Communication skills Anger management Time management training Teamwork training etc

Technical Training: This type of training has direct effect on the job of the employee. Specific skills are focused and developed accordingly. The engineering trainings of Mobilink are also included with this along with Customer Services training Sales related training Marketing and technology training etc. All these types of training are done to enhance the employees job skills at the level he is at.

MOBILINKS TRAINING PROGRAMMES:

Mobilink with its large workforce invests aggressively in developing its human capital through international and local trainings as well as a structured employee well-being programs, making it one of the most sought after companies to work for in Pakistan. Graham Burke, the President PMCL Mobilink, said: Mobilink will provide proper training programmes to its employees in order to make them more aware of their responsibilities Mobilink, the Pakistan based subsidiary of the global telecommunication giant, Orascom Group, in a strategic move, has outsourced its leadership training and development of about 100, of its senior and fast track managers and supervisors, to the region's well established consultancy firm, Global Management Consultants, who will be responsible for the design and delivery of over 5 months training initiative. Their training methods maintain interest throughout; put emphasis on the practical aspects; and ensure that delegates understand the knowledge gained so that they can immediately and effectively apply it within their own organizations. All training sessions are delivered in a highly participative style, introducing topics in a challenging and thought-provoking way.

21

Human resource Practices in Mobilink

Practical examples, exercises and case studies are used to illustrate the topics covered and show delegates how they can relate the techniques introduced during the course to their own work situation. Programmes can be tailored to meet the required goal. The various training programmes of Mobilink focus on specific skills for e.g. the annual or monthly reports of performance are evaluated by the manager and the weak areas are considered and the respective training is taken up.

Mobilink trains its employees in the following fields as well:

Customer service training:

The employees are trained in communication skills, negotiating skills in order to serve the customers whether in the call centre or customers services centre. They are taught on how to talk appropriately to the customers, how to recognize their problems, solve their problems and how to deal with them. Supervisors training: Leading a department or an organization is a very difficult job and the person at this level must be properly skilled. The supervisor training programme helps those people who are at this post to develop the right skills required and asked for at this job. Leadership workshop: Becoming a Leader Good leaders are made, not necessarily born. You can become an effective leader by developing yourself through a never-ending process of selfstudy, education, training & experience. To inspire your people to higher levels of teamwork there are certain things you must be, know & do. Leadership makes people want to achieve challenging goals & objectives. This workshop is for managers who have the desire to make things happen & have a team who need to be inspired into action! Mobilink offers this workshop for is specific employees. Conflict management training: We are living in times where chaos and conflict are on the rise. Lack of conflict can be as damaging for any organization, as having conflicts that go out of hand. In fact conflict is the very source of creativity, without which innovation is not possible. Usually these conflicts are resolved, but occasionally they grow to hinder one's job performance. This program is designed to increase a supervisor's ability to prevent conflicts from reaching a crisis stage and how to resolve it when a necessary conflict occurs. A framework for tackling conflict is also provided that helps managers who find dealing with conflict an unpleasant experience.

22

Human resource Practices in Mobilink

Development of oratory skills: With fit, healthy and active minds perform faster and more accurately with minimal stress. How people speak indicates their state of mind. Nervousness in making public appearance is often the result of not knowing WHAT to do and HOW to do it! Learn to control your nervousness and feel the confident professional image many seek! This workshop will provide hands-on approach to polish oratory skills, use projected media, and present like a "pro." Motivating, Coaching & Delegating: Any approach to develop management skills must involve a heavy dose of practical application. At the same time, practice without the necessary conceptual knowledge is sterile and ignores the need for flexibility and adaptation to different situations. They will also discover ways to manage performance of individuals and teams in order to achieve departmental/ organizational goals and objectives. All these programmes are aiming at developing specific skills in specific people for specified purposes. leadership skills: It is believed that leadership skills and business goals are achieved through the training and development of the employees. To make it more motivating the participants of the training programme are awarded a course completion certificate at a graduation ceremony which is held after the completion of the training programme.

23

Human resource Practices in Mobilink

PERFORMANCE APPRAISALS
OBJECTIVES:
The purpose of this policy is to provide a formal review program to evaluate work performance and to promote communication and discussion of job performance. 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 employees personnel file. Formal written performance reviews will be conducted with all employees annually. 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 at confirmation. Therefore, Performance Reviews will be held on an annual basis from the date of hiring or more often if desirable to do so. The supervisor will receive notification of the scheduled review period from the Human Resources Department.

24

Human resource Practices in Mobilink

POLICY GUIDELINES:
The performance appraisal is done on an annual / basis (from January 1 st to December 31st). Every employee should know what is expected from him / her through direct supervisors. He / She should participate in & agree with the goals & objectives set by himself / herself in accordance with the Companys business plans & objective goals. Everyone should have the opportunity to perform & develop according to the set objectives & agreed upon duties. He / she should also expect self-assessment and take actions to develop his / her competency level & increase his / her participation in the achievement of the Companys objectives. To ensure openness, consistency & objectivity, the agreed competency framework covering all aspects of the job should be used as the basis for performance planning appraisals. Accordingly, it should be well known & clear for both the Employee and the Manager covered. Department Heads & Managers involved in performance appraisals should be well trained & familiar with the applied performance appraisal system & the appraisal interviewing techniques. The performance evaluation program requires that an annual meeting be held with each employee; however, Coaching, Counseling and Guidance must be an ongoing process for the desired improvement and development to be achieved. To give a chance to Subordinates to evaluate their seniors a 360 Degree Evaluation will be conducted at the time of the Performance Evaluation.

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 if required. 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 FORMS

The performance appraisal forms will be filled once in a year to get a clear picture of the employee performance.

25

Human resource Practices in Mobilink

INCREMENTS
The Company shall decide at the end of each financial year, according to its financial position, whether it will give increments or not. The increment shall be determined as a percentage of salaries & distributed among employees in accordance with their performance appraisal ratings. For the employee to obtain a salary increase, he should complete one year in the company service from the date of his / her appointment or the date he/she was given previous increment & satisfy the condition that his / her performance appraisal rating for this year is not less than meets expectation. Once the increment is decided, it shall be effective from January of each calendar year. Where an employee joins the Company after January of the year, he/she will be given an increment in the salary, which would, is a certain percentage decided by Management. However, the President of the Company has the right to grant an increment as a special case.

PROMOTIONS
The Employee shall be eligible for a promotion if he fulfills the following conditions: Existence of job vacancy. Fulfillment of the qualifications & experience required for the higher level being evaluated not less than Very Good in the last annual appraisal report. Completing a minimum of one or two years in the current grade. (Exceptions could take place if a position becomes vacant and an available candidate meets the requirement for the vacant position). Promotion should be directly shifted only to the next level from the grade the employee is currently filling. The employee shall be given the starting salary of the job he/she is promoted to starting from the date he/she holds the position. If his / her current salary is equal to the starting salary of this post, then he/she shall get an increment according to his/her performance in the current year. In case where more than one employee meets the requirements for promotion to a higher position, the one who succeeds in obtaining the highest evaluation rating shall precede the others. If the performance evaluation ratings are equal, then the senior employee shall be rewarded with the position. Employees who received disciplinary penalties of five days or have been suspended from work for five days shall not be entitled for promotion before the elapse of six months from the date the penalty was inflicted/imposed. In all cases, the employee is not entitled for promotion during the procedures of disciplinary enquiries until a verdict has been reached in his / her particular case.

26

Human resource Practices in Mobilink

PERFORMACE APPRAISAL INCREMENT & PROMOTIONS PROCEDURE
HR Department Fill the basic information of every employee on the performance appraisal form Deliver all forms to Dept. Heads for distribution among their subordinates to be filled. Department Head Review the report filled by the supervisor, amend or approve the evaluation. Discuss the evaluation with the employee. Employee Declare his / her opinion to the Dept. Head concerning the evaluation of his / her direct supervision regarding his / her performance. Department Head Review and approve all reports & recommendations. Prepare a report for all changes that will be applied in compliance with policy terms. HR Department Collects all approved evaluation forms. Implement the increment / promotion & bonus President Approve the HR reports concerning promotions and increments & bonus that match with the identified approved budget for all employees. HR Department Review the reports of increment / promotion & bonus. Inform the employees of the increase in their cases. Make the necessary amendments in salaries & payroll.

27

Human resource Practices in Mobilink

CAREER PLANNING & DEVELOPMENT

Mobilink faces much competition in the telecom industry so now they are focusing on career Management of their employees in which they enable the employees to better understand and develop their career skills and interests and to use these skills and interests most effectively both within the company and after they leave the firm. Career planning is the deliberate process through which someone becomes aware of personal skills, interests knowledge, motivation, and other characteristics; acquires information about other opportunities and choices; identifies career related goals and establishes action plans to attain specific goals. Career development is the lifelong series of activities (such as workshops) that contributes to a person career exploration establishment, and success and fulfillment. Mobilink gives promotion to their employees on the performance basis. The Mobilink HR department develops the employees career development plans in which the HR department predicts the next logical step for their employees within five years. Importance of Career planning in todays competitive world is as important as any other HR function. Retaining your valuable Human resource today is one of the biggest challenges that organizations are facing. So, HR needs to come up with new strategies. Career planning and development is one of the basic tool and strategy organizations are using for retaining their employees. This function actually makes employees feel that they are important to the organization and Mobilink wants them to be at the top in their careers. However, at Mobilink this function is not fully performed or we should say this function is not performed satisfactorily. There are some policies on these but those are not recognized that well. One point of policy is found along with the compensation other with the recruitment. There should have been separate head for these policies. As far as the practices are concerned, all the employees were reluctant to talk about this during our interview. However, what we analyzed is that career development is practiced but not that openly. Specially, in case if some employee is considering of joining the competitors firm. If such is a case then organization has discipline policies for that even.

PROMOTION POLICIES
The new company structure is in five layers, comprising associates, specialists, managers, directors and chief officers------in that order starting from the bottom and working towards the top rung of the ladder.

28

Human resource Practices in Mobilink

Until approved otherwise, it would be mandatory for the employees to spend the following maximum period at each level before a promotion to the next level depending upon availability of a slot: Associate Specialist Manager Director Chiefs 3-4 years 3-4 years 2-3 years According to the president decision According to the president decision

However, employees who may not get a chance of promotion due to the non availability of an existing slot, will be compensated by being moved over within the new salary range specified by the company

REWARD SYSTEM
MOBILINK considers its employees not just as a cost but also as a resource in which the company has invested from which it expects valuable returns. Pay policies and programs are one of the most important human resource tools for encouraging desired employee behaviors. The advantage of paying above the market average is the ability to attract and retain the top talent available, which can translate into highly effective and productive work force. The incentive schemes and incentive objective have been clearly communicated to all individuals and weekly progress report is also communicated to all concerned.

COMPENSATION AND BENEFIT PLANS:

Mobilink has a separate department for compensation. That department deals in staffing and compensation planning. First of all this department has all the information regarding who is being employed and how it is performing. What so ever promises are made to the employees, they know that. So its easy for them to design compensation plans because they know every employee which is being hired. Compensation and benefit plans are particularly based on performance. If performance is up to the standards of Mobilink and the employee has good conducts he is rewarded. After performance evaluation, results are rechecked and matched with the standards. Based on that, proper compensation plans are designed.

SALARY POLICY
The company will pay salaries of the employees as follows:

29

Human resource Practices in Mobilink

All new employees have to open bank accounts in specified banks prescribed by the company so that their salary will be credited at the end of each month. After opening account with the bank employees should forward his account number to HR. Upon termination of services the employee will receive his salary within 15 days up to the time of date of his last working day. Upon resignation the employee will be paid his dues during a maximum period of 15 days from the date he left the job.

PROMOTIONS
Promotions are also reward management technique to motivate employees. In MOBILINK promotions are based on the merit and seniority (experience) basis. The one who performs well consistently over time gets reward in the form of promotion.

BONUSES
The employee may receive 1 to 3 month bonus subject to evaluation of accomplished objectives. In Mobilink the reward system is based on the individual performance and individual employee performance is judged for the reward. The manager of respective departments recommends a candidate from his section for the reward purpose to HR.

REWARD CATEGORIES AT MOBILINK

Intrinsic and Extrinsic rewards include: Smart/Quality work Exceptional performance in a project Targets achievements Special assignments Medical care Life insurance Vacations Relocation Credit advance policy provident policy/advance against provident fund and a capping of gratuity Recreation Club Policy Travel Education assistance policy Mobile phone Business mobile phone policy Official Blackberry Policy Life insurance

30

Human resource Practices in Mobilink

HEALTH & SAFETY POLICIES

The safety of employees is everyones responsibility. Accidents, precaution and efficient work go hand in hand. All levels of employees have a primary responsibility for the safety and well being of all of us. Therefore, interest in practicing safety prevention must be encouraged by: Setting good examples. Acting upon safety records. Reviewing safety programs. Holding personal interviews or group conferences. Starting activities that will stimulate and maintain employees interests.

No phase of operation of administration is of greater importance than accident prevention. It is the policy of the Company to provide and maintain safe and healthy working conditions and to follow operating practices that safeguard all employees and result in safe working conditions and efficient operations. Proper First Aid Kit will be available at all Mobilink Offices including remote locations. There is no need for such measures at Mobilink as maximum jobs do not expose you to the health hazards and are not such that require safety measures. However, there is a tendency of being safe in every human and that shows when you visit some Mobilink officer to meet someone of a high designation level. You need to fulfill various safety measures.

31

Human resource Practices in Mobilink

EMPLOYEE RELATIONS
It is the company policy to ensure that the required standards of performance and conduct are maintained. The disciplinary procedure is intended only as a statement of Company policy and management guidelines. It does not form part of the contract of employment or otherwise have contractual effect.

DISCIPLINE PROCEDURE:
Warning may be addressed to the employees verbally and in written through their immediate supervisor. The warning shall refer to the contraventions committed by the employee and will serve to remind the employees the he/she abide by the company rules and regulations in performing his/her work, and that this contravention should not be repeated in future. A written letter may be addressed to the employee describing the contravention committed. The employee will also be notified that a higher penalty may be inflicted on him in the contravention is repeated in future. The warning letter may be registered in the employees personal file .issuance of written warning can be recommended by the respective supervisor and HOD. It will be issued by the HR department after approval of VP HR. Deduction from the salary will be an amount of employee salary depending on the type offence and decision taken accordingly. The employee may be suspended from performing his or her duties for a period of time as conveyed in written. Unauthorized absence of more than two times in Six month can result in termination of employment. An employee who is absent from the job without satisfactory explanation is considered to be an unauthorized unpaid absence. Discrimination, intimidation and harassment based on sex, race, religion, age, color, disability, sexual orientation and cultural background is prohibited at the workplace. The Head of Department should maintain direct control of all disciplinary records. A copy of all records must be placed on the employee's personal file in the Human Resources Department. All warnings will remain upon the employee's personal file indefinitely, but will normally be disregarded for disciplinary purposes after the following periods: Stage 1 - Verbal warning: 03 months Stage 2 - Written warning: 06 months Stage 3 - Final written warning: 12 months Stage 4 - Dismissal

32

Human resource Practices in Mobilink

These time periods may however be extended in appropriate circumstances taking into account the nature of the offence. The time period will commence from the date of the letter/memorandum confirming the warning, even though any specified time for improvement has expired.

PENALTIES:
Employees services may be terminated in following cases Insubordination Willful failure to carry out reasonable orders including the performing of job assigned by supervisor. Dishonesty Falsification of any official company records will subject to the termination without prior notice. Violation of Safety Rule Failure is refusal to conform to safety practices or the misuse of safety device. Violence Causing a disturbance on company property resulting from fighting. Profanity or Indecent Conduct The use of profane language or engaging in immoral conduct. Intoxication Coming to work under the influence of drugs or bringing drugs into the facility. Willful Damage to Property Careless spoilage, destruction of company property or material. One Day Absenteeism Unauthorized absence from work for one day without notifying employer. Misrepresentation Deliberate misrepresentation of past history or other important matters. Accepting Money or Gift Taking advantage of ones positions to accept money or gift is against the rules of company.

33

Human resource Practices in Mobilink

MOTIVATION
As we know MOBILINK is highly aware of how to motivate its employees in the best way. This can be judged by the enthusiasm and good spirit that people show in performing their jobs. There is a well-devised system that MOBILINK follows for the purpose of motivation. It includes both financial and non-financial rewards along with the major Motivators and Dissatisfies. The company recognizes the importance of making people drive towards their goals and the basic step towards this is made through recognizing the value of importance that the company gives to its employees. MOBILINK has a set of financial rewards, medical, dental, vision and life insurance, retirement plan, educational refund assistance, paid vacation days, family and work life balance benefits and profit sharing plan, Annual bonus opportunities, company cars etc. other ways in which employees are motivated are: Employees are safe in knowing that they will be rewarded for any exceptional work. This reward is not only monetary. It is accompanied by the employee being given recognition and greater empowerment. Employees are given a very beautiful and healthy work environment. Special attention is given to make the physical environment most productive. This is why MOBILINK offices are considered to be the best decorated and organized. As we know MOBILINK has a desire to promote the high achievers from within the company. Positions are given on merit and are transparent and fair in nature. There is no special treatment. Therefore each employee knows that he can aim for the top and actually get there. This has proved to be a great source of motivation for the employees of MOBILINK.

MOTIVATIONAL FACTORS:
Mobilink is a leading telecom company and all the employees working there feel pride in affiliating them with the organization. Its the biggest intangible motivational factor. Affiliating with organization, employees are self motivated to work and loyalty comes from within. However they have other factors too. They believe in praising the good work done by employees and reward them on that. Reward may be tangible or intangible. They also arrange parties in which star performers are highlighted. Also they have informal meetings after performance evaluation and supervisors, subordinates, colleagues talk about there success and are motivated through intrinsic factors. Delegation of authority and empowerment re the tools which they use to motivate employees and that is how they keep up the good work.

34

Human resource Practices in Mobilink

SWOT ANALYSIS
STRENGTHS:
MOBILINK has been operating for a long period of time and has been able to adjust with the changing environment because of its effective Human Resource Management. The HR practices of MOBILINK have the following strengths: MOBILINK has the latest employee training and development approaches. Therefore it can adapt to all sorts of change and bring immediate improvement in work practices whenever the need arises. MOBILINK hires only the most highly qualified and exceptionally intelligent and energetic people. This result in lesser HR problems as people are willing to change, take constructive criticism and focus on personal and professional development by focusing solely on achieving their work. MOBILINK believes in making people realize their full potential and capabilities which is why jobs are designed to be challenging and goals are made to be achievable yet competitive. This results in a high level of motivation and job satisfaction for the employees and automatically promotes a healthy work environment. The company has a very well balanced and realistic incentive program. It also focuses on giving additional benefits to its employees apart from the basic remuneration. This results in employees giving their Heart and Soul in working for their employer. The HR practices of MOBILINK greatly enhance its image as a company that wants to contribute towards the society in every possible way. As the main focus is on developing better people not just better employees. There may be various other strengths of the HR practices and management system of MOBILINK, only the most important have been discussed above.

WEAKNESSES:
It is very difficult to find any weaknesses in the HR management of a company that has developed and created its HR strategy with near perfection. However some weaknesses can be pointed out. MOBILINK has a trend of maintaining long working relations with employees and sticking with the same people as long as it is productive. Most of these people are promoted from within the company to form the middle and upper management. This results in loss of creativity that can be recognized by external recruitment for these core managerial positions.

35

Human resource Practices in Mobilink

The employees are supposed to work at late night without being paid additionally. This creates mental tension. CVs are not properly entertained Certain non financial rewards such as employee of the year which is used as motivation tool are not properly communicated to the employees regarding their importance. The most common complaint that is heard by the employees is the biasness of immediate bosses. That creates a sense of concern within the employees.

OPPORTUNITIES:
There are a number of opportunities that are available in areas of HR for MOBILINK during the course of its future activities. These are: The company can discover great potential through the future graduates as every generation is being taught in more effective manner that leads to better growth. Being a leading company in the employment rankings of Pakistan MOBILINK can recruit the cream of graduates every year and utilize their improved knowledge and abilities. There is an opportunity to create the best image of the company in the mind of customers by adding the value added services. With the expansion in the company business in Pakistan, the HR department can be expended in order to manage diversity of workforce.

THREATS:
Due to entering of new companies in cellular industry the competition has been enhanced. Like other areas HR departments is facing the threat of employees switching from Mobilink to other companies. The skilled and qualified workers are being attracted by the other cellular phone & multinational companies.

36

Human resource Practices in Mobilink

CONCLUSION
Mobilink is an Orascom Telecom Group company and is Pakistan's leading cellular service provider with a subscriber growth of 104% in 2006. The company has achieved an unprecedented customer base of over 24 million. Mobilink provides the most extensive network coverage footprint across Pakistan through an integrated technology infrastructure in more than 5,000 cities, towns, villages, and countless remote destinations, including International Roaming in 110 countries through 300 partner operators. The company directly employs over 4,000 people and has the largest distribution network with 200,000 outlets across Pakistan. Mobilink is reshaping lives across Pakistan by reshaping communication. Its fast paced growth is fueled by the foundation of innovation and the relentless work of over 4,000 dynamic team members. Imagine working with the leader, home to some of the best talent in the country. To conclude Mobilink has a strong HR system. That is the reason we didnt found much discrepancies in what management says, what policies state and what employees say. 90 % of the times they were same. There are some minor discrepancies but they are adjustable with little effort.

37

Human resource Practices in Mobilink

RECOMMENDATION
There were some discrepancies that need attention and their adjustment can make this HR system best in Pakistan. Following are some of the recommendations based on those discrepancies: Human resource department is not fully authorized to take all the decisions. Though HR department claims to have the overall management of the company but that actually is not the case. There are many HR decisions that are taken by the other department. So, there should be a clear delegation of authority regarding decision making for HR department. One thing we observed during our project was that employees were not aware of the in depth policies. The main reason that we have 33 understood for this is their lack of knowledge about policies formulation. Employees are not encouraged to give suggestions in policy formulation. So, our suggestion is that employees should be consulted while policy formulation stage. Benefits and rewards are too complicated for anyone to understand. Though there are many of these but most of employees even have not information as to for what benefit they can go for. So, Mobilink should simplify its reward system for its employees to understand well. The decision making is delegated to managers with goals set for each term promotion, hiring and firing is virtually in the immediate bosss hand. This practice can cause disharmony among employees for power. Team based structure (like the one at PMO) should be preferred in all departments Mobilink pursues Zero-tolerance policy for disciplinary actions. This is good but not in all cases. Mobilink should look towards its discipline polices and try to be a bit more lenient. Mobilink HR lacks in terms of career planning and development. This important function of HR does not have recognition in Policies statement. Mobilink should have a look at this. Mobilink uses only policy specified sources for recruitment which are only 5. In this way it can loose some potential applicants that can be asset to organizations, just because they were not well communicated. So, Mobilink should increase its recruitment sources. During an HR specialist interview, we posed the same question and the answer was thats what policy says; on ground level we do use as many sources as possible. If this is the case then our recommendation is that Mobilink should adjust its policy accordingly.

38

Human resource Practices in Mobilink

BIBLIOGRAPHY http://www.mobilinkgsm.com/ http://www.google.com.pk/

39