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HUMAN
RESOURCE
MANGEMENT
PROCESS
1
MEMBERS
PRESENTING
Syed Ali Zain –Ul- Abaidin Kazmi (HRM -04)
Mr. Khurram Shahzad (HRM-26)
2
MAIN PARTS OF THE PROJECT
1. INTRODUCTION OF THE COMPANY
GOALS OF THE COMPANY
GOALS OF HR DEPARTMENT
OBJECTIVES OF THE COMPANY
OBJECTIVES OF HR DEPARTMENT
METHODOLOGY ADOPTED BY
HR DEPARTMENT
2. HR PRACTICES
Human Resource Planning
Recruitment/Decruitment
Selection
Orientation
Training/Development
Performance Management
Compensation & Benefits
3. ANALYSIS OF HR PRACTICES YEAR WISE
4. PROGRESS ANALYSIS IN HR POLICY
5. COMPARISON & RECOMMENDATIONS
3
Mobilink History
Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a
telecommunication service provider in Pakistan. According to PTA statistics, Mobilink
has 31.75 million customers by March 2008. Mobilink's Head office is located in Kulsum
Plaza, Blue Area, Islamabad.
Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan
by MOTOROLA Inc., later it was sold to Orascom, an Egypt-based multi-national
company.
Mobilink is the largest cellular service provider in Pakistan. Mobilink's corporate
postpaid package is sold under the brand name "Indigo" and prepaid by the name of
"Jazz".
In addition to cellular service, the Orascomm group is diversifying its service portfolio by
setting up new businesses and also expanding through acquisitions. Recently, they started
offering DSL broadband through a wholly owned subsidiary, Link.Net. Plans are also in
place for launch of wireless broadband service through WiMax based technology.
In addition to Mobilink, the Orascom group also owns TWA (Trans World Associates)
which operates an undersea fiber optic cable from Karachi to Fujairah, UAE.
Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in
1994, and has become the market leader both in terms of growth as well as having the
largest customer subscriber base in Pakistan - a base of over 30 million and growing.
We pride ourselves on being the first cellular service provider to operate on a 100%
digital GSM technology in Pakistan that also provides state-of-the-art communication
solutions to its customers
Corporate Social Responsibilities:
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.
4
Achievements
ISO 9002 Quality Management System Certification for Billing, Engineering
Departments and CS Contact Center
Implementation of a full Intelligent Network (IN) platform from Siemens for the
Prepaid platform
Largest Call Center in Pakistan, which is there to assist the customers 24 hours
Only cellular service in Pakistan to provide coverage on the M2 motorway
Bilateral roaming in over 120 countries around the world with true international
roaming with over 300 operators across the globe
First mobile operator in Pakistan to offer extensive GPRS Roaming and
Blackberry Roaming services
MOBILINK GSM's Short Message Service Center allows Vehicle Tracking and Fleet
Management services that are being provided by Tracker (Pvt.) Ltd., under the brand
name of C-Track, a company licensed by Pakistan Telecom Authority (PTA). Tracker
currently operates from Karachi but can provide these facilities at all those locations
where GSM coverage is available
REGULATORY AUTHORITY
The government of Pakistan controls the telecommunication sector through
regulatory powers via the ministry of communication and through Pakistan
Telecommunication Authority (PTA) which was formed under PTC Reorganization Act
1996. One of the key aspects of Telecom Act 1996 was to stress the independence of
PTA, which is now the main regulatory body in Pakistan.
EMPLOYEES
MOBILINK has more than 5000 employees. Most of the employees are
permanent. However MOBILINK also hires employees on contract and temporary basis
according to the demand of tasks. The pay scales of the employees are about the
same as of private sector except some special allowances, which are given to MOBILINK
employees. As MOBILINK is a private limited company all of its personnel are same as
for non government institutions.
There are no employees unions registered with MOBILINK and there are the
team leaders who play as a Collective Bargaining Agent (CBA) which bargains the
employee's problems with the management. In past due to the efforts of CBA the
management has provided many facilities to the employees.
COMPETITORS
Although MOBILINK has been given complete monopoly in the field of
telecommunication up to year 2, still there are some competitors from other sources of
communication. They include:
Other Mobile Phone Companies
5
Courier Services
E-mail service providers
Pay Card Phone Companies
Internet Service Providers
Mobile Phone Companies
Mobile or cellular phone has earned greater popularity among the people,
especially businessmen. It is now easy for a businessperson to be in contact with his
business, customers and suppliers at any time being at any place away from his office.
The mobile phone companies working in Pakistan are the subsidiaries of world leading
telecommunication companies and they offer new packages for their customers.
MOBILINK is under great threat after newly launched when its monopoly will end and
other companies will enter the market. MOBILINK has now planned to enter the mobile
phone business with a new set of facilities. The number of mobile phones in operation
was more than 10,00,0000 in the year 2007.
E-mail service providers
With the introduction of modern technology it is now possible to transmit large
amount of information from one computer to another computer using the Email service.
There are several e-mail service providers serving locally and one can open is mail
account with that company. E-mail messages are transmitted very fast and it depends
upon the user to receive his mail from his mailbox. E-mail is becoming very popular in
Pakistan and it will also be a great threat to MOBILINK as this service is cheaper than
telephone.
Pay Card Phone Companies
The pay card phone service is also getting popularity among the telephone users.
It is both convenient and economical for the casual users compared with private PCOs.
The holder of the card may call anywhere in the country using the card at the telephone
booth of the same company. Some of the pay card phone companies also install their
equipment on private PCOs. These companies include Tellips, World Call, Tele Card and
many others. The number of pay phones in Pakistan at June 30, 1998 was only 12000.
Internet Service Providers
The modern technology has brought about many opportunities accompanied by
challenges for MOBILINK. One of such challenges is the Internet. Using the Internet one
can make long distance calls at very cheap rate but it requires high-speed modems and
communication network. PTA (Pakistan Telecommunication Authority) has given
licenses to 41 private Internet companies to operate in Pakistan. It will definitely affect
the traffic of MOBILINK especially international calls. There are some companies
providing this service illegally.
CUSTOMERS
MOBILINK has different types of customers. They include:
> Internet service providers (ISPs)
> PCOs
> Telephone subscribers
6
> Multinational companies
> Telegraph / Telex users
Internet Service Providers
There are about 41 private companies who provide the Internet services to the
subscribers of MOBILINK. They use the telephone lines of MOBILINK and pay for it.
MOBILINK itself also provides the Internet facilities to its customers at a rate of Rs.10-/
hour.
PCOs
Private PCOs are also customers of MOBILINK. Rates for PCOs are lower than
that of ordinary telephone subscribers. However MOBILINK requires a big security
deposit for PCO connections.
Telephone Subscribers
There are more than three million telephone connections installed by
MOBILINK. MOBILINK offers different rates for all subscribers keeping in view the
package the customer is using. There are different packages and value added services
along with telephone services being offered by MOBILINK. The detail of these services
will be discussed in the later on.
Mobile Phone Companies
There are three mobile telephone companies operating in Pakistan. These
companies (Paktel, UFONE and ZONG) are the direct competitors of MOBILINK.
Telegraph/ Telex Users
MOBILINK is providing telegraph, telex and fax services through telegraph
centers. The users of these services are usually banks, news agencies and newspapers
7
MOBILINK AT A GLANCE
Established in 1998
One of the most diverse GSM network operators in the Middle East,
Africa and Pakistan
20 GSM operations in different countries
The Parent Company was ORASCOM
Started Operations In 1994
Private Limited
Affiliated With Orascom In 1998
Customer Bank Of Over 20 Million
Over 5k Destinations Covered Nationwide
IR more than 250 Operators Worldwide
57 Million Minutes Per Day
More than 600 Conversations Per Second
1.7 Billion Minutes Transected On Network Monthly
Every 7th Pakistani Owns Mobilink Connection
8
Levels of Hierarchy
Zohair
Khaliq
President &
CEO
Mustafa Irfan Akram Bilal Munir Ehab Rochdi Ali Raza Marwan Tariq Rashid
Peracha VP-Sales Shaikh VP-Finance Mehdi Hayek VP-IT
VP-CS VP-Marketing VP-HR & VP-Technical
Admin
Directors Directors Directors Directors Directors Directors Directors
CS Sales Marketing Finance HR & Admin Technical IT
Managers
Specialists
Associates
9
CONTACT CENTRE STRUCTURE (LAHORE)
3 Emp# MANAGEMENT
1 439 Fareed Bajwa (Director)
2 1890 M. Sammad Bin Arshad
3 1605 Faisal Siddiqui
9 Emp# CC-LHE MANAGEMENT 7 Emp# FLOOR SUPERVISORS
1 934 M. Bilal Saifi (CCM) 1 1191 Qasim Tufail
2 814 Nasir Rasheed (IRU Manager) 2 1194 Waseem Tahir
3 1013 Kashif Mahmood (FM) 3 1209 Rashood Minhas
4 1199 Farina Mir (FM) 4 1211 Syed Zeeshan Athar
5 952 Zeeshan Haider(FM) 5 1410 Gohar Yunus
6 7551 Aman Zia Raja (FM) 6 1634 Mian M. Saleh
7 2444 M. Jamshed Azhar 7 1770 Yasir Naqvi
8 1058 Syed Khurram Atiq (M-QA) 8
9 2914 Kamran Qureshi (M-OPS)
Floor Team Details
23 Male Teams
16 Female Teams
13 CSRs / Male Team
12 CSRs / Female Team
SUMMARY
Agents Available on Calls
CSO/PPG Agents
486 Total Agents on 111
486 CSRs
Agents on Other Helplined
25 Retailers' H/L (1344)
24 CSRs & TCs on calls
9 Blackberry H/L (120)
8 CSRs & TCs on calls
3 MobiMAX H/L (369)
3 CSRs & TCs on calls
LEGEND:
4 Floor Managers
7 Floor Supervisors
39 Team Leaders
39 Team Coordinators
23 Male Teams
10
16 Female Teams
12 Male Members in Female Teams
3 On Notice Period
12 On IRU Rotation
5 On Rotation to other than CC
17 New Hires
Updated On: Sunday, June 01, 2008
RESEARCH OBJECTIVE
To study the HR Practices at Corporate level.
To compare HR Practices from the actual norms of HR.
To look into the deficiencies in HR practices and workout possible
recommendations for the researched organization
METHODOLOGY OF RESEARCH
Interviews
• From Head of Department HR.
• From Officer / Official in the organization.
• From recruited personnel.
Study of available documents
Review of literature
Internet
MISSION STATEMENT
To Be The Leading Telecommunication
Services Provider In Pakistan By Offering
Innovative Communication Solutions For
Our Customers While Exceeding
Shareholder Value &
Employee Expectations”
11
GOALS AND OBJECTIVES
Leading Telecommunication Company in Pakistan
Innovative Communication Solutions
Enhancing Shareholders Value
Exceeding Employees Expectations
MANAGEMENT FUCTIONS
Planning
Organizing
“Human Resource Management”
Leading
Controlling
12
PART II
KEY ACTIVITIES
IN HRM
13
INTRODUCTION TO HRM
What is HUMAN RESOURCE MANAGEMENT?
The management function that deals with recruitment, placement, training,
development of organization members.
HRM is a process for staffing the organization and sustaining high employee
performance.
HRM can be defined as all the practices, systems and procedures implemented to
attract, acquire, develop and manage human resources to achieve the goals of an
organization.
Simply it is managing the employment relationship
IMPORTANCE OF “HUMAN RESOURCE
MANAGEMENT”
Staff is the most important resource of an organization.
Human resource is the key ingredient to success.
―Human resource‖ creates organizational accomplishments and innovations.
14
Components of a HRM System
Human Career Compensati
Resource Developme on &
Planning nt Benefits
Recruitment/
HRM Performance
Management
Decruitment
Selection Orientation Training/
Development
15
MOBILINK GSM IN CONTEXT WITH HRM
Our group will be explaining the Human resource management of the
company Mobilink GSM company originated in 1994 which provides
the best cellular services within Pakistan.
Mobilink has a very well defined and structured department and its
various policies of keeping each employee productive part of the
organization are intoned with the corporate worlds requirement.
Employees in the company are largely committed to their
organization and have shown progress in the company. Employees
are satisfied with the HR department of Mobilink GSM Company.
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HUMAN
RESOURCE
17
PLANNING
Human resource planning is designed to ensure the future personnel needs will be
constantly and appropriately met.
The process by which managers ensure that they have the right number and kinds
of people in the right places, and at the right times, who are capable of effectively
and efficiently performing assigned tasks.
18
Planning is accomplished through analysis of
Internal factors : Current and expected skill needs, vacancies and departmental
expansions and reductions.
Environmental factors: Labor markets, use of computers to build and maintain
information about employees
Human resource planning must be integrated within the organizations strategic
plans
Senior management must emphasize the importance of human resource planning
Human resource planning must be based on the most accurate information
available.
A clear plan must be developed with associated time-spans and scope of
activity.
Current Assessment:
Job analysis
Defines jobs and the behaviors to perform them .
Job description
A written statement of what a job holder does, how its done and why it is done.
Job specification
A statement of the minimum qualifications that a person must possess to perform a
given job successfully.
Meeting Future Human Resource Needs.
PLANNING PROCEDURES OF MOBILINK GSM
At Mobilink, our belief is that "Our people are our greatest asset”. We take
great pride in acknowledging the contribution each one of us makes.
We focus on People Development and for that we ensure:
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Staff Mobilink with world class Professionals and ensure that the right systems
are in place to encourage them to develop to their full potential.
Create a collaborative and mutually supportive work environment that
encourages people to grow.
Build a team of professionals who deliver expertise by participating in business
decisions.
Develop Performance Management and reward systems underlying our
Business strategy.
We aim at making Mobilink a great place to work
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RECRUITMENT
21
RECRUITMENT AND DERECRUTMENT
Recruitment
The development of a pool of job candidates in accordance with a human
resource plan
It is the process of locating, identifying, and attracting capable applicants.
Decruitment
Techniques for reducing the labor supply within an organization. E.g. firing,
layoffs, transfers, retirements.
Job description :
A written description of a non-management job, covering title, duties and responsibilities
and including its location on the organization chart.
Position description:
A written description of a management position.
Hiring specification:
It defines the education, experience and skills an individual must have in order to
perform effectively in the position he/she is applying
Sources of recruiting Potential Job Candidates
Labor market:
Easy to recruit in large labor markets.
The type or level of the position:
The more specialized the position the more recruitment efforts.
The size of the organization:
The larger the organization the easier it is to recruit.
22
Process of Recruitment
Steps in the Recruitment process:
Internal Search
Advertisement of a job vacancy.
Web based advertising.
Preliminary contact with potential job candidates.
Initial screening to create a pool of qualified applicants.
Methods of Recruitment process:
External Recruitment
Internal Recruitment
Recruitment Policies of Mobilink GSM
Source :
Current Mobilink Employees
Internal and external Advertisements
Data Bank
Employment Agencies and consultants
Mobilink GSM Guidelines
External Recruitment:
No candidate under age of eighteen can apply for the job
Candidates can’t apply for the job if their blood relations work in PMCL-
Mobilink.
Heads are responsible for hiring procedures
Human resources jointly with the department heads decide the salary range
Minimum qualification must be a bachelor degree.
Candidates are required to successfully complete any job related selection test
given to them.
23
Internal Recruitment:
Internal candidates has to be a confirm employees of Mobilink of who have
completed a one year of service in their existing designation.
Selected candidates are required to join the new job/position after getting
clearance from supervisor and will be on probation for a period of three months.
General Conditions for Recruitment in MOBILINK GSM
Recruitment is done through human resources Department.
An Applicant’s knowledge, skill and aptitude should relate to the position,
Education, Experience, Intelligence test, Interviews, References, Medical test.
Initially applicants may submit a hand written/typed application along with a legal
bio-data and 2 passport sized photograph to HR department
They are required to fill the standard application from the Company Application.
SELECTION / RECRUITEMENT CRITERIA :
1. FILLING UP OF APPLICATION FORM
2. TELEPHONIC INTERVIEW DONE OF THE CANDIDATES
3. CANDIDATES WHO PASSES THROUGH THE TELEPHONIC
INTERVIEW ARE ASKED TO COME FOR THREE HOURS
INTELLIGANCE N SKILL TEST AT PC HOTEL LAHORE
SKILL TEST IS BASED ON THREE ROUND .FIRST ROUND BASED
ON THE LAUNCH OF NEW MOBILE CONNECTION AND IT’S MARKETING
WITH OUT SATANDING FEATURES
SECOND ROUND INVOLVES THE IQ TEST
THIRD ROUNG BASED ON HEARING SKILL IN WHCIH CANDIDATES ARE
MADE TO LISTEN TO THE PRE RECORDED CALLS ... MADE BY THE
CUSTOMER ON 111.
CERTAIN QUESTIONS ARE ASKED FROM THAT AUDIO CLIP TO CHECK
HEARING SKILL OF THE CANDIDATE.
24
At the end screened candidates are interviewed by floor supervisors
Candidate who get pass through the above test then interviewed by
Floor managers
Head of the department
Contact center manager
Contact center director
Vice president.
Finally, candidate got selected.
25
SELECTION
26
The process of assessing candidates and appointing a post holder to ensure that
the most appropriate candidates are hired.
The scheme used for optimally staffing the organization
Validity and Reliability
Validity Reliability
The proven relationship The ability of a selection
that exists between a device to measure the same
selection device and thing consistently
some relevant job
criterion
Selection Criteria
1.Completed Job Applications:
This step indicates the employee desire position and this application provides information
useful for interviews
2. Interviews:
It is most common method in which selection committee evaluates a candidate’s abilities
by following methods:
Types Of Interviews:
1.Testing:
To measure the job and learning skills of the candidate.
2. Initial Screening:
A type of interview in which questions are asked about experience of the candidate and
his salary expectations
3.Panel and Serial interviews.
To evaluate a candidate for the job.
27
• In Depth Selection Interviews:
These interviews are conducted by the manager to whom the applicant will report.
The objective of this step is to find out more about applicant as an individual.
4. Background Checks:
Selection committee confirms the truthfulness of application Résumé or of the
application form.
The previous supervisor of the applicant is called to confirm this information
and to get his career highlights.
5.Physical Examination:
It is conducted to ensure the physical fitness of applicant.
6.Job Offer:
Welcome
Position / title
Authority, duties and responsibilities
Starting date, normal work hours
Starting salary
Benefit package
Other - probationary period, travel, etc.
Selection Criteria of Mobilink GSM
Information regarding the qualifications and job description is provided by the
company to identify suitable candidates.
Candidates are supposed to complete the Pre-Employment forms and then the
HRM department conducts the interviews and tests which are discussed in
previous slides.
There is a restriction by the company that the Divisional/Department Head and
HRM department must agree before the final selection of the candidate.
28
Following information's are required by Mobilink from the
applicant
In case of Non-Payment employees Mobilink signs a contract of 1 year which can
be extended to another year.
After selection the candidate is required to complete a 3 month long probationary
period.
HRM department prepares and delivers the Employment Letters to the employee
and obtain signature of him on a copy.
Candidates rejected or kept on file are sent regret letters.
Hiring Committee
Mobilink’s Hiring Committee constitutes following members for hiring on all the
levels:
Respective Department Head
Head Of Human Resources
President
Appointment Letters
Mobilink’s appointment letters for successful candidates spells out the terms and
conditions of the employment and benefits applicable to the position.
At the time of confirmation the concerned department is send the feedback for
confirmation.
29
ORIENTATION
30
Introduction of a new employee to his/her job and the organization.
A program designed to help employees fit smoothly into an organization; also
called socialization.
Orientation or socialization is designed to provide new employees with the
information needed to function comfortably and effectively in the organization.
It conveys three types of information:
1. General information about daily work routine.
2. Review of organization’s history, purpose operations, and products or services
and contribution of employee’s job to the organization’s needs.
3. Presentation of organization’s policies, work rules and employee benefit.
Types of Orientation
Two types of orientation:
1. Work unit orientation:
Familiarizes employee with goals of work unit, contribution to the unit’s goals,
introduction to co-workers
2. Organization orientation:
Informs employee about the organization’s objectives, history, philosophy procedures
and rules, human resource policies and benefits. Tour of organization’s work facilities.
Orientation of new employees in Mobilink GSM
Objective is to inform all new employees with the basic structure and rules of
Mobilink.
Human resource Department is responsible for orientation.
Orientation CD regarding PMCL, Organizational charts.
With the first week of the employment employee go through Department
orientation.
Within 30 days of employment all new employees attend a formal orientation
program which includes
31
1. Nature of business
2. History-philosophy and structure of company
3. Structure chain command within the company
4. Company benefit plans
5. Layout and facilities offered by the company.
32
TRAINING
33
Training Programs
A process designed to maintain or improve current job performance.
Most training is directed at upgrading and improving an employee’s abilities or
skills.
Developmental Programs
A process designed to develop skills necessary for future work activities
Difference between Training and Developmental Programs
Training is for the current improvement in the job while developmental program
is for improving the skill which will be used in the future.
Both managers and non-managers receive help from training and developmental
program but mostly non-managers are concerned with training while the
managers are concerned with developmental programs.
Why Training and Developmental Program?
To improve three types of skills
Technical skills
Interpersonal skills
Problem solving skills
Types Of Skills
Technical Skills:
The skills of improving basic skills like the ability to read, write and doing math
computations as well as job specific competences‖.
Interpersonal skills:
This type of training includes learning how to be better listener, how to
communicate ideas more clearly and how to reduce conflicts‖.
34
Problem solving skills:
―These skills include participating in activities to sharpen logic, reasoning and
skills at defining problems, being creative in developing alternatives, analyzing
alternatives and selecting solutions‖.
Training Methods
Most training takes place on the job because this approach is simple and
inexpensive.
Some skill training is too complex to learn on the job. in such cases it should take
place outside the work setting.
Training In Mobilink GSM
The purpose of training is to upgrade the capabilities and efficiency of all those
employees and prepare them for more responsible positions in future.
Provide employees with greater opportunity to grow and succeed with in the
company.
To strengthen management and professional teams at all organizational levels.
The employees are trained technically and periodically either locally or abroad
according pre-planned programs.
Training in Mobilink GSM upgrades capabilities of employees, provides guidance
and individual counseling
Construct training programs and provide employees a variety of Job skills,
Technical, Clerical and Supervisory and Managerial courses.
35
Training and Development in Mobilink GSM_
The human resource department conducts a meeting with department heads at the
end of the training program.
The purpose of this meting is to focus on the individual discipline and
performance during the training program.
Then on the basis of their performance they give them advance jobs.
They fill every position vacancy with the best qualified person obtained.
They prefer their own employees and go outside only when fully qualified person
is not obtainable.
Mobilink also organize capability building programs
Capability Building Programs
Their comprehensive organizational development plans offer their employees
continuous learning and development opportunities.
Braving new challenges everyday, with the support and guidance of the
industries top professionals, provides a learning ground like no other.
This is augmented by local and international training and education
assistance opportunities every year.
Mobilink equip their people with the necessary skills that enable them to
add value in their individual and professional capacity.
Sample attached of the training schedule followed in Mobilink for the present
employee to update their knowledge according to latest products and services
The Bi-Monthly Snap Training Sessions for the topic “Mobilink Genie & call
Connectivity scenarios” have been scheduled for next week.
36
TIMINGS START END
TIME TIME
Bi-Monthly Snap 1 0930 hrs 1100
hrs
Bi-Monthly Snap 2 1230 hrs 1400
hrs
Bi-Monthly Snap 3 1330 hrs 1500
hrs
Bi-Monthly Snap 4 1400 hrs 1530
hrs
Bi-Monthly Snap 5 1430 hrs 1600
hrs
Bi-Monthly Snap 6 1530 hrs 1700
hrs
Bi-Monthly Snap 7 1600 hrs 1730
hrs
Bi-Monthly Snap 8 1630 hrs 1800
hrs
NOTE:
The Bi-Monthly snap names have been assigned according to shift start times and have
been amended as new shift have been introduced.
Kindly ensure your presence on time.
DIFFERENT TRAININGS AT MOBILINK
Training for newly recruited employees .training last for 15 days
On job training for the current employees to keep them updated about the new
products and services Mobilink Launch
Personality development training for Team Leaders and Managers which help
them in retaining the employees and make the work environment more favorable
for the employees
Monthly trainings arranged for the franchise employees to update them about the
services and complaint handling procedures and SOPs
37
TRAINING PROCESS
15 DAYS TRAINING IS DONE OF THE NEW HIRED STAFF.
THERE IS A SEPARATE DEPAREMENT WHICH TAKES CARE OF THE
TRANING OF THE NEW HIRE.
NAME OF THE DEPARTMENT IS QA STANDERDIZATION & TRAINING
DEPARTEMENT
TASK OF THIS DEPARTMENT IS TO MAKE NEW HIRE FAMILIER WITH
THE COMPANIES'S SERVICIES AND PRODUCTS AND SOME WRITTENS
TEST WERE TAKEN TO CHECK THE FIRST HAND KNOWLEGDE OF TEH
NEW HIRES
DURING THE LAST 5 DAYS OF TRANING HIRES ARE GET INTRODUCES
WITH THE SYSTEM THAT THEY AND TO OPERATE DURING TAKING
CALLS .THE SOFTWARE
WHICH IS USED FOR CALLS IS CALL AWAYA
THEY GET PRACTICAL TRAINING
HR POLICIES IN CONTACT CENTER FOR CSR (CUSTOMER SERVICE
RELATION OFFICER)
HR DEPARMENT IS RESPONSIBLE TO RETAIN THE EMPLOYEES EVEN IF
THE EMPLOYEES HAD TO WORK IN STRESSED ENVIRONMENT
HR POLICIES INCLUDE
1) CONFIRMATION AFTER THREE MONTH PROBATION PERIOD
2) AFTER ONE YEAR 1 MONTH ANNUAL LEAVES
3)7 CASUAL LEAVES
4)7 SICK LEAVES
5) HEALTH INSURANCE PROVIDED TO THE EMPLOYEE AND THERE
PARENTS AND IF MARRIED TO THEIR SPOUSE AND CHILDREN
6) LIFE INSURANCE GIVEN TO EMPLOYEE WORTH RS 10 LAKH IN CASE
OF ACCIDENT 20 LAKHS
7) MICROCHIP EMPLOYEE ID CARDS ARE GIVEN TO EVERY EMPLOYEE
38
.. THESE ID CARDS HELP IN THE SECURITY AS WELL THESE CARDS ACTS
AS KEY
8) FEMALE EMPLOYEES WERE GIVEN PICK N DROP FACILITY AS WELL
9) AS THE JOB IS STRESSFUL THAT EMPLOYEE HAD TO ANSWER CALL
OF THE CUSTOMER ALL DAY FOR THEIR COMFORT 30 TO 40 TEA BOYS
ARE HIRED AND
THERE IS GOOD ARRANGEMENT OF TEA N REFRESHMENT FOR THE
EMPLOYEE.GIVEN TO THEM ON THERE DESK
10) WELL ESTABLISHED CAFETERIA FOR THE EMPLOYEE SO THAT THEY
CAN HAVE LUNCH IN PEACEFUL ENVIRONMENT
EXTRA CIRCULLAR ATIVITY
HR DEPARTMENT ALWAYS TRIES TO ORGANZIE DIFFERENT FUNCTIONS
IN THE OFFICE TO LIGHTEN UP TEH MODE OF THE EMPLOYEE
FOR EXAMPLE
1) EID CELEBRATIONS AND STALLS
2) CHAND RAAT CELEBRATIONS
3) CRICKET MATCHES
4) DRESS CODE COMPETITION
5) DAY OUT FOR MOVIES
39
EMPLOYEES
PERFORMANCE
MANAGEMENT
Performance management is a process used within organization to establish and
evaluate an individual’s job performance to achieve goals and objectives.
Performance Appraisal
A process of systematically evaluating performance and providing
feedback upon which performance adjustments can be made.
Performance appraisal should be based on job analysis, job description,
and job specifications.
40
Types of Performance Appraisal
Informal Performance Appraisal:
―The process of continually feeding back to subordinates information regarding their
work performance‖
Formal Performance Appraisal:
―A formalized appraisal process for rating work performance, identifying deserving
raises or promotions, and identifying those in need of further training‖.
360 Degree
Written
Feedback
Essays
Performance
Multiperson Appraisal Graphic
Comparisons Methods Rating
S c a le
BARS Critical
Behavioral Incidents
Anchored
Rating Scales
Written essay
A technique in which an evaluator writes out employee strengths,weeknesses,past
performance and potential.
Advantages of this are simple to use.
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Disadvantages of this are more a measure of evaluators writing ability than of
employee actual performance.
Graphical rating scale
A performance appraisal technique in which an employee is rated on a set of
performance factors.
Advantages of this provide quantitative data, less time consuming than other
methods.
Disadvantage of this do not provide depth of job behavior assessed.
Critical incidents
A technique in which the evaluator focuses on the critical behaviors that separate
effective from ineffective job performance.
Advantage rich examples behaviorally based.
Disadvantage time consuming lack of quantification.
Behaviorally anchored rating scales (BARS)
A performance appraisal technique that appraises an employee on example of
actual job behavior.
Advantage focus on specific and measurable job behaviors.
Disadvantage time consuming difficult to develop.
Multiperson comparisons
Performance appraisal techniques that compare one individual’s performance with
that of one or more other individuals.
• Group ranking
• Individual ranking
Advantage compares with one another.
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Disadvantage unwieldy with large no of employees.
360 degree feedback
A performance appraisal method that utilizes feedback from supervisor’s
employees and coworkers.
Advantage of this is thorough.
Disadvantage time consuming.
PERFOMANCE MANAGEMENT
(CONCLUSION)
To be meaningful, an appraisal system must be:
Reliable — provide consistent results across time.
Valid — actually measure people on relevant job content.
Measurement errors can threaten the reliability or validity of performance
appraisals.
Performance Management in Mobilink GSM
PMCL provide a formal review program to evaluate work performance and to
promote communication and discussion of job performance w.r.t. past
performance at Mobilink
Mobilink asses the employee on:
Leadership.
Communication skills.
Team work and Co-operation.
Problem solving & decision making.
Initiative and drive.
Flexibility.
Customer focus.
Performance appraisal is done on an annual basis (from January 1st to December
31st)
To give a chance to subordinates to evaluate their seniors a 360 degree evaluation
is conducted at the tome of the performance evaluation.
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The immediate supervisor prepares an annual report in December of each year of
each employee
Increments are also given at the end of the year, increments are percentage of
salaries.
Promotions are given on good performance after completing two years in the
current grade.
Bonuses are given but the employee must have to complete 6 months in the
company service.
BONUSES AND INCENTIVES
IN CONTACT CENTER EMPLOYEES ARE GIVEN MONTHLY INCENTIVES
BASED ON THE EVALUATIONS
EVALUATIONS DONE OF THEIR CALLS
RAMDOMLY CALLS ARE LISTENED AND GIVEN MARKS BASED ON
INFORMATION GIVEN
OR
ON THE BASIS OF HOW EFFICIENTLY COMPLAINT WAS CATER
QUIZ IS TAKEN FROM THE DAILY UPDATES AND NEW PRODUCTS
LAUNCHED
AND ADHERANCE IS ALSO COUNTED AS WELL AS PRODUCTIVITY
ON ALL THE ABOVE MENTION BASES EMPLYEE GIVEN GRADE A+, A, B+, B -,
AND U
AND THEY ARE GIVEN INCENTIVE ON THEIR PERFORMANCE EVERY MONTH
AS CONTACT CENTER WORKS 24 HOURS .EMPLOYEE HAD TO COME ON EID
DAYS AND ON HOLIDAYS AS WELL. EXTRA SALARY GIVEN WHEN EMPLOYEE
IS ON SHIFT ON ANY GOVERNMENT HOLIDAY.
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CAREER
DEVELOPMENT
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Career
A sequence of positions held by a person during his or her lifetime.
It is also defined as ―advancement‖.
Career Development
(Past)
Programs typically designed by organizations
To advance their work activities within specific organization.
Provide information, assessment and training to help employees to realize their
career goals.
Attract and retain highly talented people.
Career Development
(Today)
Wide spread organizational changes have lead to uncertainty and chaos
concerning the concept of traditional organizational career.
Significant Conclusion about Career Development?
The individual – not the organization is responsible for his/her own career!
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Organizational members have to look out for themselves and become more self
reliant.
Boundary less career is being established in which individual rather than
organization define
1. Career Progression.
2. Organizational loyalty.
3. Important skills.
4. Market place value.
Career Decisions
Career choice.
Initiate Job search.
How to survive and excel in your career.
Opportunities for personnel development.
Benefits.
Recognition for good performance.
Job location.
Money.
Working as a team.
Successful Management for Career Development
Develop a network.
Continue upgrading your skills.
Stay mobile.
Support your boss.
Don’t stay too long in your first job.
Stay visible.
Gain control of organization resources.
Learn the power structure.
Present the right image.
Do Good work.
Career Development in Mobilink GSM
Mobilink GSM supports the development of its employee’s skills and abilities
with an aim to achieve their potential.
Procedures for Career Development In Mobilink GSM
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All vacancies for Positions of grade level ―Assistant Manager‖ and above are
announced internally or displayed on notice board.
One year experience of work in Mobilink company
Selected person ensure to meet all requirements and will join the new job after
getting clearance from department head for probation period.
Submission of application to HR department
Candidates are evaluated and assessed through test.
Performance appraisal System provides basis for decisions regarding
confirmation, promotion and annual increment of Mobilink.
Results of performance appraisal is increments, salary adjustments and
promotions showing the last three years inclination of company after obtaining
approval from the president
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Current Issues of
Human Resource
Management
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Workforce Diversity:
A workforce that’s more heterogeneous in term of gender, ethnicity, age and other
characteristics that reflect differences.
• Selection
• Recruitment
• Orientation & Training
Work-Life Balance:
Balance between family life and work life. Employees can not leave their
families.
• Family Friendly Benefits
• Dual Career Couples
• Environmental Pressures:
External stakeholder interests, such as Union interests, situational factors (local
labor market), can influence HRM.
Organizations react to these pressures
Current Issues of HRM
Four C’s Model For Evaluating Human Resources
Competence
Commitment
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Congruence
Cost effectiveness
Current Issues Of HRM in Mobilink
Following are some issues of HRM in Mobilink
The timing although is 9 am to 5 pm, but it is adhered to as the normal employee
leaves his office not before 6 am
The hierarchy chart shows 3 HR managers/ coordinators for Islamabad, here as
only 1 fore Lahore. This can be unjustified keeping in view that a large number of
employee work in Lahore.
Mobilink has a formal environment which can be changed to more relax and
friendly environment.
Conclusion
Importance of HRM
HRM process
Job descriptions
Recruitment
Selection
Training
Performance appraisal method
Career development
Current issues
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PART 3
SWOTS ANALYSIS
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STRENGTHS
BUSINESS ON GO
EXCLUSIVE CALL CENTRES
RELAIBLE AND SECURE
SKILLED WORKERS
WELL QUALIFIED WORKERS
WILLING WORKERS
HONEST WORK FORCE
COMPETIBLE WORKERS
LOYAL WORK FORCE
DIVERSIFIED WORK FORCE
Wide range coverage in over 7000 cities
Following mass marketing
WEAKNESS
• EXPENSIVE
OPPURTUNITIES
Available for Individual Users
Highly effective for the businessmen
Exclusively packages available for corporate class
Market Penetration
COMPETITORS RESHEFLING OF THE POLICIES.
GOOD TRAINING PLANNINGS
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THREATS
COMPETITION
UNWILLING WORKERS
WORK FORCE VOILATION
TENDENCY TO VOILATE RULES AND REGULATIONS
EXPLOITATION BY EMPLOYEES
INFORMATION LEAKAGE
LACK OF SKILLED PERSONS
Better low rates packages of other telecommunication companies
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PART 4
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CONCLUSION
Importance of HRM
Being a multinational service providing company Mobilink can not ignore the
importance of the role of HRM department.
HRM process
HRM process has been well maintained in Bobilink
Job descriptions
Jobs have been fully described in the organization.
Recruitment
Most of the time recruitment process is flawless and depends upon merit.
Selection
Selection is also transparent and on merit in 99% cases.
Training
Proper training sessions are held but only need is to consider the technical
training as well along with interpersonal skills.
Performance appraisal method
Proper point calculator has been settled for the performance appraisal through
which a sense of friendly competition has been maintained.
Career development
Employees have been given due authority to develop their career within the
organization.
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RECOMMENDATIONS
MOBILINK should give keen attention towards the proper training
of the employees about the newly implemented systems.
Refreshing courses will help the organization to float smoothly
Mobilink should improve its customer care services being the largest
service provider around the nation.
MOBILINK mostly give attention to interpersonal training while
they must consider the technical side of the work as well.
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