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INTRODUCTION
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 29 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.
Mobilink offers exclusively designed tariff plans that cater to the communication
needs of a diverse group of people, from individuals to businessmen to corporates 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.
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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 6000+ cities and towns nationwide as well as over 120
countries on international roaming service. In other words, we speak your language,
everywhere.
Orascom Telecom:
Holding S.A.E. ("Orascom Telecom") or ("OTH") was established in 1998 and has
grown to become a major player in the telecommunication market in the world. OTH
is considered among the largest and most diversified network operator in the Middle
East, Africa and Pakistan . It is a leading mobile telecommunications company
operating in seven emerging markets in the Middle East, Africa and South Asia
having a population under license of 460 million in total population with an average
penetration of mobile telephony rate across all markets of 8%. Orascom Telecom
operates GSM networks in Algeria ("Djezzy"), Egypt ("MobiNil"), Pakistan
("Mobilink"), Iraq ("IraQna"), Bangladesh ("Banglalink"), Tunisia ("Tunisiana") and
Zimbabwe ("Telecel Zimbabwe"). Orascom Telecom subscriber number reached
over 20 million subscribers as of June, 2005.
Orascom Telecom's operation in Pakistan, Mobilink, started its operations in 1994,
and until early 2001, had a market share of 40%. In April 2001, OTH took over
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management control of the company and as of June, 2005; Mobilink served more than
7 million subscribers, representing a market share of approximately 61% of total
mobile subscribers in Pakistan.
Orascom Telecom has positioned itself as a leader in the region for its diverse GSM
operations, with various GSM support and Internet operations. One of Orascom
Telecom's main strategies is to create its own non-GSM subsidiaries to act as a
support for its regional GSM operations. OTH has achieved this by dedicating
financial, technical, and management resources for its subsidiaries. This includes
network support and installation of GSM operations, equipment procurement, handset
procurement and distribution companies, value Added Services, and Internet
operations.
OTH is dedicated to provide the best quality services to its customers, value to
shareholders, and a dynamic working environment for its nearly 11,000 employees.
History of Mobilink
Pakistan Mobile Communications (Pvt.) Ltd (“Mobilink”) was awarded a license in
July 1992, to provide GSM telecommunications services in Pakistan. Mobilink
operates a GSM network in Pakistan and provides a range of prepaid and postpaid
voice, data and multimedia telecommunication services. In April 2001, when OTH
took over management control of the company the market share was only 40%, but as
of July 2007; Mobilink served over 26.5 million subscribers, representing a market
share of approximately 41.9% of total mobile subscribers in Pakistan.
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License:
Mobilink’s license allows the company to operate a digital cellular
telecommunications system using the GSM 900 standard. The license had a duration
of 15 years; accordingly, Mobilink’s license extends until July 5, 2007. Mobilink has
received a letter of confirmation from the Pakistan Telecom Authority (PTA) on an
additional 15 years renewal for a total consideration of US$145 million payable prior
to expiry date in July 2007 and US$ 145 million payable prior to expiry date in July
2007 and $145 million payable on ten equal installments.
Pakistan’s Telecommunications Market:
In April 2004, the Pakistani Ministry of Telecommunications awarded two new
mobile licenses, bringing the total number of licenses in Pakistan to six. Ufone, the
state owned GSM operator re-launched its services during the year-returning to the
market after a gap of more than a year. Paktel also converted to GSM technology and
launched its services aggressively. In addition to these the government of Pakistan
issued two new GSM licenses in the Pakistani market; Telenor which started its
operations in the first quarter of 2005, the other operator Al-Warid started their
operations in the first half of 2005. Mobilink’s recognition within the market, its
history of cash generation and profitability, the support of its majority shareholder,
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and the existing coverage and quality of its network provide Mobilink with a strong
foundation on which to consolidate its market leadership and increase the competitive
pressure it can impose on the existing operators.
Commercial, Marketing and Sales:
Mobilink provides both voice and value-added services to its corporate and retail
subscribers, moreover, it also offers both prepaid and postpaid telephony services.
Mobilink markets its prepaid services using the “Jazz” trade name, on the other hand,
it markets its postpaid services using the brand name “Indigo. Mobilink operates a
free 24-hour automated customer service line and customer support centers. In
addition, Mobilink has dedicated a team to manage high-end customer accounts.
Mobilink was the first mobile operator to introduce a franchising concept into the
mobile sector in Pakistan and currently operates the largest franchise network. In
order to extend its reach even further, Mobilink worked with its franchisees to
develop a large network of sub-dealers operating as points of sale. These sub-dealers
are branded “Mobilink Connect”. In addition to this indirect channel, Mobilink owns
and operates sales and customer centers. Mobilink’s prepaid services are sold both
indirectly through a dealer network and directly through Mobilink’s sales outlets. Jazz
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prepaid scratch cards are distributed through the same channels and are sold
nationwide in thousands of outlets.
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Vision
To be the leading Telecommunication Services Provider in Pakistan by offering
innovative Communication solutions for our Customers while exceeding Shareholder
value & Employee Expectations.
Mobilink..reshaping lives!
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MISSION STATEMENT
To dedicate ourselves to delivering innovative services and solutions to help our
clients operate economically and profitably, whilst producing profits for our
shareholder, and attaining an exciting yet safe and rewarding work environment for
our employees. Thus, becoming the region’s foremost telecom services provider.
Today, after five years, this pursuit has made MobiServe one of the leading telecom
service providers in the Middle East, North Africa and Asia.
“To become market leader in cellular mobile technology in Pakistan”
MOBILINK PHILOSOPHY
“Our fundamental objective is “Commitment to Customer Satisfaction”. This can
only be achieved if all our staff members are committed to achieving its objective.
The key word here is commitment. Commitment to the customers, commitment to the
company, commitment to fellow employees. At Mobilink, commitment is the
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fundamental philosophy which will continue to drive all aspects of our lives and help
us ACHIEVE our objectives.
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ORGANIZATIONAL STRUCTURE
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Executive Officer (2)
Attorney (3)
Supervisor (6)
Sales Mgr. (3)
Technicians (2)
Engineers(3)
HR Manager
Manager Engineering
Finance Manager
Operational Manager
Marketing Manager
PRESIDENT
Executive Director
General Manager
MOBILINK’S HIERARCHY
Employees are classified into the following categories
President
Executive director
General Manager
Senior Manager
Manager
Assistant Manager
Senior Executive
Executive
Assistants
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STRUCTURE OF HUMAN RESOURCE DEPARTMENT
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Ledger Keeper (2)
Gun men (3)
Watch men(10)
Human Resource Manager
Executive Officer
Executive Officer
Store Incharge
Security Officer
OVERVIEW OF HR DEPARTMENT
At Mobilink, Human Resource management consists of the following:
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Human Resource Planning
Recruitment Selection
Training and Development
Socialization (Orientation)
Performance Appraisal
Promotion, transfer, demotion & separation
HUMAN RESOURCE PLANNING & FORCASTING
How Mobilink forecasts personal needs?
1. Trend Analysis
2. Managerial Judgment
Trend Analysis!
Mobilink study of their company’s past employment needs over a period of years
to predict future needs.
Managerial Judgment!
Mobilink also does managerial judgment, in which they modify the forecast
based on certain factors such as projected turnover etc.
Forecasting the supply of inside candidates!
Qualifications Inventories
Personnel Replacement Charts
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Computerized Information system
Mobilink forecasts the supply of inside candidates through!
Computerized Information system!
Computerized Information system!
With the help of computerized Information system, Mobilink track the
qualification of hundreds of employees by using various packaged software
systems.
Forecasting the supply of outside candidates!
1. Effective Recruiting
2. The Recruiting Yield Pyramid of Mobilink!
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The Recruiting Yield Pyramid of Mobilink!
New Hires
Offers Made
Candidates Interviews
Candidates Invited
Leads Generated
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Succession Planning!
In this planning process Mobilink ensures a suitable supply of successors for current
and future senior or key jobs.
“The process of providing an adequate mix of employees for achieving
organizational goals”.
At Mobilink, HR development department is responsible for recruitment, selection,
orientation, training and development, performance appraisal and promotion, transfer,
demotion and separation.
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RECRUITMENT
OBJECTIVE OF RECRUITMENT
The objective of recruitment is to provide sufficiently large number of qualified
candidates so that suitable candidates are selected.
SOURCE OF RECRUITMENT
In Mobilink there are two sources of recruitment.
External sources
Internal sources
External Sources
External sources for the recruitment process in Mobilink includes the following:
Ads in newspaper
References
Walks-in
Eligible candidates
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Internal Sources
Internal sources include the following:
Employee referral programs
Job posting
Employee referral programs:
In this program team leaders or managers can refer any employee internally who is
capable for that post. But finally that candidate can be only selected if he/she fulfill
all requirements and pass the selection process or interviews.
Job Posting:
In job posting, Mobilink job vacancies are publicized on bulletin boards and internal
communication system so that all interested employee may apply.but again selection
is only based on fulfillment of all criteria’s or skills which acquired by that post.
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DISADVANTAGE OF INTERNAL RECRUITMENT
Inbreeding
The person who is promoted from organization will give you told ideas only based on
his experience in the same company. Because of this fresh ideas are missed by
mobilink.
Inadequacy of Supply
Less choice is available for management to select the suitable candidates.
Less Opportunities for Outsiders
As in internal recruitment only working employees or employees within the
organization get opportunity for selection so there are less opportunities for the
people to apply who are from outside the organization.
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Old Ideas
If the company is going for expansion and diversification and require technology for
its operations then the existing employees might not be able to handle the latest
technology as they used to work with old methods.
RECRUITMENT PROCESS
Personal planning is the first step in the recruiting and selecting process of
Mobilink.This personal planning consists of such steps!
1. They decide first what position they have to fill, by engaging in personnel
planning and forecasting.
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2. Then they build a pool of candidates for these jobs by recruiting internal or
external candidates
3. After that, they undergo an initial screening interview
4. Then, they use selection techniques like tests, background investigations, and
physical exams to identify viable candidates.
5. Finally, they decide who to make an offer to by having their supervisor on the
team interview to final candidates
In Mobilink, the recruitment process consists of following:
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RECRUITMENT PROCESS
In Mobilink, the recruitment process consists of following:
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Recruitment
External Sources
Internal Sources
Employee Referral Prog.
Job Posting
Ads in Newspaper Walks-in
Former Employees
SELECTION
After building the pool of candidate now the next step is to text the candidates.
“Selection is the process of hiring capable employees to achieve the
organizational goals”.
Why care full selection is important:
Because it is:
Costly
Your on performance always depends on the other candidates
Legal implementation of incompetent hiring
To avoid the negligent hiring.
“Selection is the process of hiring capable employees to achieve the organizational
goals”.
STEPS
Completed jobs application
Initial screening
Testing
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Background investigation
In-depth selection
Physical examination
Job offer
In Mobilink, the selection process is almost same as mentioned above. Following are
the processes of selection in Mobilink.
Completed job application
Initial screening
Initial interview
Test
In-depth interview
Job offers
COMPLETED JOB APPLICATION
First of all candidates submit job application. In which they are supposed to give
information as mentioned or required for particular post.
INITIAL SCREENING
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Initial screening is a process of evaluation of the job application. Job applications are
checked whether they are according to the requirement of the job or not. If
applications don’t fulfill the requirements then they are rejected in the beginning for
the sake of further inconvenience.
INITIAL INTERVIEW
After initial screening, selected candidates are called for initial interview. In which
they are asked questions regarding whatever they mentioned in their application to
make sure that candidates are eligible for further process i.e. test.
WRITTEN TEST
Candidates, who are selected offer initial interview are supposed to appear in the
written test. The test is designed by the experts and it is designed basically to know
the capability of the candidates.
Selected candidates in the written test are called for the in-depth interview.
IN-DEPTH INTERVIEW
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In in-depth interview, a formal interview is conducted by the experts of the concerned
field.
This interview is basically conducted to know the ability of the candidates and to
make sure whether they can fulfill the requirements of the job or not.
In this interview the jury, which is consisted of top management and Human
Resource Executives, ask different question regarding the past experience of the
candidates, their qualification, why they are suitable for this job, or some exercise
related to the post etc.
JOB OFFER
In-depth interview, selected candidates are offered job. This offer is made by the top
management and Human Resource Executives.
In Mobilink the hiring process usually take more than two months doesn’t matter
what ever the post is. Even for the CSRs they are taking more than two months
process of interviews and selection.
PROBATION:
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In Mobilink after selection, the employees have to cover a probationary employment
period. The purpose of this policy is to determine whether the newly hired employee
is qualified to perform the duties and responsibilities of the position. The
probationary period is as follows:
All staff Three months
Sales staff Six months
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ORIENTATION
Orientation is the Human Resource Management activity to introduce a new
employee to the organization.
In Mobilink, a proper orientation process is done with new employees. The
orientation is done by the head of the department in Mobilink.
In orientation, selected employees are made familiar with the following:
Each new employee is introduced with the new environment and his or her
colleagues.
New employees are told about the rules and regulation of the organization.
They are told about their work and how to do it.
They are told about incentive procedures of the organization.
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PURPOSE OF DOING ORIENTATION
Orientation is done for following purposes:
To Reduce Anxiety
A person without a proper orientation will have many problems that with whom he is
supposed to work, what he is supposed to work, where he will be placed etc. If he is
given proper orientation then he will not have the above problems.
Reduce Hazing
Senior employees might force new employee to perform their tasks as well. Proper
orientation reduces this problem by telling new employee what their tasks are and
what they are supposed to do.
To Reduce Turn Over
Organization which don’t do orientation have more turn over as compared to the
organizations which do.
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TRAINING
“The process of developing knowledge, skills and abilities so as to improve present
and future performance”.
As we all know that training is an essential part of development of the organization.
Without this organization is unable to cope with recent challenges of the market. So
far this purpose Mobilink has also developed its training programs.
Training Need Assessment(TNA):
In mobilink TNA is done by immediate supervisor or team or managers. Ehen ever
they found any need for training for their teams they send a request to their managers
and then managers forward that request to HR department. And HR department
arrange all possible courses reagding employees training.
Training Facilities:
Mobilink is providing in house training facilities to its employees. They make
different training centers at different location based on training types. Such as they
are giving training to their CSRs in there CSR Office in defense. This training some
time based on weekly basis
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Training Courses:
Training courses are selected on basis of employee ranks in the organization or nature
of the job they are performing.
Training Period/duration:
Duration of training is depend on nature. When a new employee join mobilink mostly
he/she get training of more than 1 month. And then other training are depend on
employees performance and new technologies or new services introduction.
OBJECTIVE OF TRAINING
In Mobilink, employees are sent for training to achieve following objective:
To improve working relationships.
To upgrade skills.
To prevent obsolesce.
To develop healthy and constructive attitude.
To prepare employees for future assignments.
To increase productivity.
To minimize the operational errors.
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To enhance employees morale and confidence.
To bring down their cost of production.
To reduce labour turnover.
At Mobilink, no local institution is hired for the training, a inhouse proper training
program has been developed to increase the career development of the employees.
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ADVANTAGES OF TRAINING
As Mobilink sends its employees USA, UK and Germany, for training so followings
are the advantages which employees get:
Career Development
Training programs are developed in such away that it helps employees to develop
their career. In this way they can cope with the modern challenges and can best
support the organization.
Motivation
As employees are sent to USA, UK and Germany. By doing this employees get
motivated and try to improve their performance to be selected for training program.
Development of the Organization
By giving training to employees , Mobilink has an advantage that its employees help
it to develop and adopt the challenges of modern technology. And all up coming
challenges in a well mannered way.
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COMPENSATION
“Compensation is what organization pays in order to retain its employees”.
At Mobilink, different compensation programs are offered to its employee which is
one of the sources of motivation. Compensation programs are designed in the form of
“Benefit Programs” in Mobilink. These Benefit Programs are designed to facilitate its
employees. Benefit programs are offered according to the position of employees.
BENEFIT PROGRAMS
“Benefit Programs are used to aid employees”.
At Mobilink, following “Benefit Programs” are offered to its employees.
Annual Leave
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Mobilink provides all its employees regular annual leave in order to maintain health,
morale and efficiency. That consist 40 days normally or it can be changed according
to the position.
Leave Fare Assistance
All employees are eligible for one month gross pay as leave fare assistance on
completion of one year of service.
Sick Leave
All employees are granted time off at their normal rate of pay for personal illness or
non-job related injuries.
BONUSES
“Compensation received in addition to one’s regular salary”.
At Mobilink, employees who have performed well during the whole year are
rewarded bonus.
ALLOWANCES
Following allowances are awarded to the employees of Mobilink:
Medical Allowance
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Car Maintenance Allowance
Safety Allowance
Increments
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BENEFITS OF COMPENSATION
Mobilink gets the following advantages by offering different benefits to its
employees:
Fewer turnovers.
Motivation.
Increase in efficiency.
Good will of company.
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PERFORMANCE APPRAISAL
“Performance Appraisal is the process by which organizations evaluate individual job
performance”.
At Mobilink, performance appraisal is a critical activity of HR management. Its goal
is to provide and accurate picture of past and future employee performance. To
achieve this, Mobilink has established some performance standards. These standards
are set to evaluate the performance of employee. HR manager evaluate the employee
performance in context with these standard, and then employees are awarded
accordingly.
FACTORS WHICH EVALUATE PERFORMANCE APPRAISAL
Sincerity with job.
Good performance.
Good customer relations.
Job performance.
Punctuality.
Good relations with colleagues and boss.
Level of commitment
Good decision making.
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Employees are promoted, demoted and transferred on the basis of above factors.
Employees who show good performance are promoted accordingly and who don’t
show performance are demoted accordingly. Employees are also sent for training to
USA, UK and Germany for higher training to meet the challenges of modern era. In
this way, employees get motivated and try to be selected for training programs to
develop their career and improve performance.
PERFORMANCE APPRAISAL AND PROMOTION
In Mobilink, performance appraisal is made by the immediate supervisor with the
help of performance appraisal form but is not shared with the employees performance
is appraised on the basis of targets of sales assigned to the employees. In Mobilink
POINT RATING METHOD is used for performance appraisal.
This performance appraisal form is maintained by the immediate supervisor every
month and is shade by the employees after one year.
A specimen form is attached.(do we have??)
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PROMOTION
A promotion involves the reassignment of an employee to a highest level job. When
promoted, employees generally face increasing demands in terms of skills, abilities
and responsibilities. In turn, employees generally receive increased pay and
sometimes benefits as well a greater authority and status. Promotion is also one of the
sources of motivation for the employees, and it is purely done on the merit basis.
Selection for promotions
Basically two main approaches are used to recruit employees for promotion. The
Mobilink company is using the both approaches i.e
* Closed promotion approach
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* Open promotion approach
Closed promotion approach
This approach is used by Mobilink which places the responsibility to identify
promotable employees with the supervisor of the job. In addition to reviewing the
past performance and assessing the potential of subordinates, a supervisor may
inquire in other departments about employees who may be qualified for the job.
A drawback to the closed promotion approach is that many employees who may be
qualified and interested in promotion are often overlooked. So Mobilink company
also use the other approach to overcome this fault.
Open promotion approach
An approach that leads to recruiting the most qualified person from the internal labor
pool is known as the open promotion approach. This approach is also known as job
posting. In Mobilink, job vacancies are publicized on bulletin boards and internal
communication system so that all interested employee may apply. This enhance
participation and the achievement of equal opportunity goals, but one of the
disadvantage is that it increases administrative expenses and takes time.
Mobilink company first announce within the organization about the job, if there is no
competent person who can be eligible for the post then they advertise in newspaper.
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PROMOTION CRITERIA:
For many employees a promotion is a highly sought prize. Status, satisfaction and
financial rewards accrue to those who are able to rise in an organization. There are a
number of criteria that organizations examine in deciding which candidates to
promote. These are as:
1. Seniority basis
2. Past and current performance
3. Assessment centers
4. Personal characteristics
5. Nepotism
Mobilink company have used the first three methods for promoting the employees.
SENIORITY BASIS:
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Mobilink company promote its employee on seniority basis. After the 2-3 years of
service an employee promote to the next rank. The routine promotion can not given
before the 2 years.
PAST AND CURRENT PERFORMANCE:
In Mobilink company the routine promotions are given on seniority basis. But the
voluntary promotions are given on the basis of past and present performance.
The performance of an employee is analyzed and evaluated by his supervisor. In this
way there is no need to consider the years of service.
Past performance is not always valid indicator of future performance, particularly
when the employee is promoted to a job that requires skills and abilities considerably
different from these used in previous job.
ASSESMENT CENTERS:
The assessment centers in the Mobilink company basically used to analyze and assess
the abilities of candidates for selection i.e.
An in-depth interview concerning career goals and plans.
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A test of general mental ability.
A test of reasoning ability.
A test of knowledge about current affairs.
A series of in-basket exercise.
A management game involving the start-up and operation of a toy
company
Role playing
Personal Characteristics
Promotion on personal characteristics means the promotion on the basis of age, race,
color, religion, sex or national origin.
In Mobilink company promotion on the personal characteristics is not allowed. All
peoples have the equal right for promotion. And it is a written role in the constitution
of company. i.e. "Discrimination is prohibited."
NEPOTISM
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Nepotism is the showing of favoritism or patronage to relatives. Nepotism is often
criticized because family members get desirable jobs and promotions primarily by
virtue of their lineage.
For prohibiting the nepotism in Mobilink company there is a written rule. That is as:
1. Strictly, no relatives will be employed by the company (i.e. Father, mother,
brother, sister, nephew, niece, in-laws etc.).
2. Employment of one son/daughter to be considered after retirement of existing
employee, or death during service, only if the candidate is found suitable for the
existing vacancy.
3. If any existing employees marry each other, then one of them, in accordance
with the choice of the management, will have to leave.
4. Sons/Daughters and relatives of in-service employees, would not be eligible
for temporary employment.
TRANSFER
Employees are often transferred to different places where there is a need for technical
and managerial skills. Sometimes employees are also transferred abroad which is a
source of motivation for the employees.
DEMOTION & SEPARATION
Demotion and separation is another activity for which HR department is responsible.
At Mobilink, employees are demoted on the basis of their bad performance.
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Sometimes employees are separated from the organization when they are unable to
achieve their targets. Demotion and separation are done in following way:
Warning
Probation
Deduction in salary
Demotion
Discharge
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CONCLUSION
Mobilink GSM (PMCL), a subsidiary of Orascom Telecom,is the market leader in
providing state-of-the-art communications solutions to more than 1,800,000 people in
Pakistan.
Their HR Department is very efficient and HR Manager is the person who is
responsible for the performance of all the activities of this department.
It is the HR Manager who sets the performance standard and then selects the
appropriate channel of recruitment and then selects the capable candidates.
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RECOMMENDATIONS
Too much importance to employees or personal reference should not be given.
Hiring should be done on the basis of personal capability and qualification.
Job security should be given to lower level employees
To motivate the employees, better medical facilities should be given to
employees.
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REFERENCES:
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