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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. 16 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: 19 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 20 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. 41 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. 42 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. 43 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. 44 CAREER DEVELOPMENT 45 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! 46 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 47 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 48 Current Issues of Human Resource Management 49 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 50 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 51 PART 3 SWOTS ANALYSIS 52 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 53 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 54 PART 4 55 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. 56 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. 57