hr practices at mobilink

7/31/2019 Hr Practices at Mobilink

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Human resource Practices in Mobilink

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HRM PRACTICES

IN

MOBILINK

Submitted By

Sajid Majeed

M.Adnan AkramAbida yousuf

Submitted To


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TABLE OF CONTENTS

Executive Summary--------------------------------------03Orascom Telecom-----------------------------------------04Mobilink-----------------------------------------------------05Management-----------------------------------------------07Human Resource Department--------------------------09

HR Practices in Mobilink--------------------------------11SWOT Analysis---------------------------------------------35Conclusion--------------------------------------------------37Recommendation-----------------------------------------38Bibliography-----------------------------------------------39


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EXECUTIVE SUMMARY

Orascom telecom was established in 1998and has grown to become a major player inthe 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 theorganization 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 ofnew employees, training and development, performance appraisal system, compensation,career planning and development, reward system, motivation, health and safetymeasures.

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.


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ORASCOM TELECOM

Orascom telecom Holding S.A.E. ("OrascomTelecom") or ("OTH") was establishedin 1998and has grown to become a majorplayer in the telecommunication market.OTH is considered among the largest and mostdiversified network operators in the MiddleEast, Africa, and South Asia, and has acquiredin early 2008 a license to operate mobileservices in North Korea. Orascom Telecom is a leading mobile telecommunicationscompany operating in six emerging markets having a population under license of 430

million with an average penetration of mobile telephony across all markets ofapproximately 40%. OTH operates GSM networks in Algeria (Djezzy), Pakistan(Mobilink), Egypt (Mobinil), Tunisia (Tunisiana), Bangladesh (Banglalink) andZimbabwe (Telecel Zimbabwe). OTH had exceeded 74 million subscribers as of March2008.

In Pakistan, the Pakistan Mobile communications Ltd (Mobilink) started its operationsin 1994 and, until early 2001, had a market share of 40%. In April 2001, OTH took overmanagement control of the company. As the market leader, Mobilink serves more than31.6 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 withvarious GSM support and Internet operations. One of OTH's main strategies is to createits own non- GSM subsidiaries to act as a backbone of support for its regional GSMoperations. OTH has achieved this by dedicating financial, technical and managementresources for supporting its subsidiaries. This includes network support and installationof GSM operations, equipment procurement, handset procurement and distributioncompanies, Value Added Services, and Internet operations. OTH is dedicated to providingthe best quality services to its customers, value to shareholders and a dynamic workingenvironment for its more than 15,000 employees.

OTH established a strong presence in the GSM Association (the world's leading wirelessindustry representative body) only five years after its inception. OTH's Chairman andCEO, 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 thesymbol ORTE.CA, ORAT EY) and on the London Stock Exchange (where its GDR is tradedunder the symbol ORTEq.L, OTLD LI).

OTH is dedicated to provide the best quality services to its customers , value toshareholders, and a dynamic working environment for its more than 15,000 employees.


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MOBILINK

Mobilink, a subsidiary of the Orascom Telecom Holding, is Pakistans leading cellular andBlackberry 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 thePakistan 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 Pakistancellular 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.


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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 andconfidence 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.


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MANAGEMENT

President and CEO

Rashid Khan

Chief Strategy OfficerTariq 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


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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


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HR DEPARTMENTMISSION 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 talentMobilink 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


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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 ontheir 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 changeby 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 andpolicies.


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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
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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 basedon 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 complywith the applicable rules and regulations established by the Government of

Pakistan.

Candidates will be selected and the offer of employment will be extended on thebasis 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 thenecessary employment procedures related to applications, screening, interviews

and job offers.

The salary offered will be within the budget and policy guidelines approved by theVP 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.


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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 hiringprocess 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 (salaryrange) 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 orequivalent 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 mustbe 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 fromtheir supervisor and will be on probation of three months.

Any change in designation will not necessarily mean a change in salary andbenefits package.

GENERAL CONDITIONS FOR RECRUITMENT:

All Company recruitment will be done through the Human Resources Departmentin Consultation with the Officers and Head of the concerned Department.

The qualifications and demographic variables of the applicant shall be basedupon the knowledge, skills and aptitude required to perform the job.

An applicants knowledge, skills and aptitude related to the position shall bejudged according to factors such as, but not limited to, his / her:


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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 abio-data and 2 passport sized photographs to the HR department. However, when

considered doe a specific position, they will be required to fill the standardapplication form of the company.

Applications for Technical, Professional and Managerial Positions will be kept ondatabank 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 tothe HR Department.

Forms must be complete with the appropriate signatures i.e. officer, director&supervisor

Information regarding qualifications and job description should be forwarded foridentification 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 ResourcesDepartment 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 mustagree 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.


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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 originalcertificates 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 Consultantfor duration of 3 months - 1 year.

If selected, the permanent employee will have to complete a probationary periodof 3 months satisfactorily.

The Human Resources Department shall take at least five working days tocomplete 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 EmploymentLetter 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 byrespective supervisor

Candidates rejected or kept on file for future reference shall be sent appropriateregret 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/shecan be re hired on the recommendation of respective department head.


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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 ofemployment and the benefits applicable to the position.

The letter of appointment will be signed by Manager Staffing & Respectivedepartment 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


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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 theorientation 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 tokeep track of all that is being done.

Within 30 days of employment all new employees must attend a formalorientation 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
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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 beon 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.


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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 guidesthem 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.


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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 internationaland 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 responsiblefor 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.


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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 fieldsas well:

Customer service training:The employees are trained in communication skills, negotiating skills in order toserve 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 self-

study, 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 thingshappen& 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.


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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 andHOW 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 goalsand 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.


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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 whenthe 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 employeesannually. 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.
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POLICY GUIDELINES:

The performance appraisal is done on an annual / basis (from January 1 st toDecember 31

st

). 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 setobjectives & 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 frameworkcovering 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 bewell trained & familiar with the applied performance appraisal system & the

appraisal interviewing techniques.

The performance evaluation program requires that an annual meeting be heldwith each employee; however, Coaching, Counseling and Guidance must be an on-

going process for the desired improvement and development to be achieved.

To give a chance to Subordinates to evaluate their seniors a 360 DegreeEvaluation 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 aview to identify the Weaknesses and Strengths in each Supervisor if required.

This Practice will be done blindly; names of employees assessing their Supervisorswill not be mentioned on the forms.

HR will collect all forms personally & confidentially and conduct a StatisticalAnalysis 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.


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INCREMENTS

The Company shall decide at the end of each financial year, according to itsfinancial position, whether it will give increments or not. The increment shall bedetermined 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 thecompany 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 calendaryear.

Where an employee joins the Company after January of the year, he/she will begiven 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. (Exceptionscould 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 theemployee is currently filling.

The employee shall be given the starting salary of the job he/she is promoted tostarting 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 incrementaccording to his/her performance in the current year.

In case where more than one employee meets the requirements for promotion to ahigher 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 beensuspended 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 disciplinaryenquiries until a verdict has been reached in his / her particular case.


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PERFORMACE APPRAISAL INCREMENT & PROMOTIONS PROCEDURE

HR Department Fill the basic information of every employee on the performance appraisalform 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 ofhis / 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 & bonusthat 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.


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CAREER PLANNING & DEVELOPMENT

Mobilink faces much competition in the telecom industry so now they are focusing oncareer 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 thatthey 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.


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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 3-4 years

Specialist 3-4 years

Manager 2-3 years

Director According to the president decision

Chiefs 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 clearlycommunicated 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:


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All new employees have to open bank accounts in specified banks prescribed bythe company so that their salary will be credited at the end of each month.

After opening account with the bank employees should forward his accountnumber to HR.

Upon termination of services the employee will receive his salary within 15 daysup to the time of date of his last working day.

Upon resignation the employee will be paid his dues during a maximum period of15 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


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EMPLOYEE RELATIONS

It is the company policy to ensure that the required standards of performance andconduct 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 contraventioncommitted. 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 thetype offence and decision taken accordingly.

The employee may be suspended from performing his or her duties for a period oftime as conveyed in written.

Unauthorized absence of more than two times in Six month can result intermination of employment.

An employee who is absent from the job without satisfactory explanation isconsidered 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 alldisciplinary 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


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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

InsubordinationWillful failure to carry out reasonable orders including the performing of job

assigned by supervisor.

DishonestyFalsification of any official company records will subject to the terminationwithout prior notice.

Violation of Safety RuleFailure is refusal to conform to safety practices or the misuse of safety device.

ViolenceCausing a disturbance on company property resulting from fighting.

Profanity or Indecent ConductThe use of profane language or engaging in immoral conduct.

IntoxicationComing to work under the influence of drugs or bringing drugs into the facility.

Willful Damage to PropertyCareless spoilage, destruction of company property or material.

One Day AbsenteeismUnauthorized absence from work for one day without notifying employer.

MisrepresentationDeliberate misrepresentation of past history or other important matters.

Accepting Money or GiftTaking advantage of ones positions to accept money or gift is against the rules of

company.


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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 andDissatisfies.

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 exceptionalwork. 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. Specialattention 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.


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The employees are supposed to work at late night without being paidadditionally. This creates mental tension.

CVs are not properly entertained

Certain non financial rewards such as employee of the year which is used asmotivation tool are not properly communicated to the employees regarding their

importance.

The most common complaint that is heard by the employees is the biasness ofimmediate 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 everygeneration 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 yearand utilize their improved knowledge

and abilities.

There is an opportunity to create the best image of the company in the mind ofcustomers by adding the value added services.

With the expansion in the company business in Pakistan, the HR department canbe expended in order to manage diversity of workforce.

THREATS:

Due to entering of new companies in cellular industry the competition has beenenhanced. 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.


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CONCLUSION

Mobilink is an Orascom Telecom Group company and is Pakistan's leading cellularservice 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 areadjustable with little effort.


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RECOMMENDATION

There were some discrepancies that need attention and their adjustment can make thisHR 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 ofthe in depth policies. The main reason that we have 33 understood for this is theirlack 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. Thoughthere 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 termpromotion, 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 butnot 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 importantfunction 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. Inthis 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.


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BIBLIOGRAPHY

http://www.mobilinkgsm.com/

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

hr practices at mobilink

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