COMPANY INTRODUCTION

COMPANY INTRODUCTION
Orascom Telecom was established in 1998 Largest and most diversified network operators in the Middle East, Africa, and South Asia Six emerging markets having a population under license of 430 million with an average penetration of mobile telephony across all markets of approximately 40% Its operates GSM networks in Algeria (Djezzy), Pakistan (Mobilink), Egypt (Mobinil), Tunisia (Tunisiana), Bangladesh (Banglalink) and Zimbabwe (Telecel Zimbabwe).

OTH had exceeded 74 million subscribers as of March 2008

COMPANY INTRO (Cont)

OTH had exceeded 74 million subscribers as of March 2008 Providing the best quality services to its customers Value to shareholders Dynamic working environment for its nearly 20,000 employees. started its operations in 1994

market leader both in terms of growth as well as having the largest customer subscriber base in Pakistan
a base of over 31 million and growing.

COMPANY INTRO (Cont)

100% digital GSM technology in Pakistan state-of-the-art communication solutions to its customers designed tariff plans that cater to the communication needs of a diverse group of people,

To achieve this objective,

postpaid (Indigo) prepaid (JAZZ) solutions to customers. Compared to its competitors

MISSION STATEMENT

To be the unmatchable mobile system of communications in Pakistan which provides the best value to its customers, employees, business partners and shareholders.

VISION STATEMENT

"To be the leading Telecommunication

Services Provider in Pakistan by offering innovative Communication solutions for our Customers while exceeding Shareholder value & Employee Expectations".

Human Resource Department At Mobilink

Human Resource Department at Mobilink

Hr department sections HR department Hierarchy Functions of HR department

HR DEPARTMENT
44 HR professionals currently working at Mobilink 10 manager well defined and structured department

They are largely committed to their organization and have shown progress in the company.
Employees are satisfied with the HR department of Mobilink GSM Company Mobilinks HR department has taken a number of initiatives to achieve these goals

HR DEPARTMENT (Cont)
Several activities undertaken by HR

Town Hall meetings with the CEO

Relationship Management Initiative The employee profile The profiles include personal ambitions and professional goals opportunity organization

Human Resource Department at Mobilink

Hr department sections HR department Hierarchy Functions of HR department

HR DEPARTMENT SECTIONS
Three sections.

1. Employee Excellence
Payroll information Leave and medical record Policies and procedures Final settlements and provident fund Employees record and recreation

HR DEPARTMENT SECTIONS (Cont)

2. OD and Effectiveness Training plan Talent management Performance management Employees retention Orientation employee communication 3. Staffing and compensation Staffing plan and HR budgeting Management trainee and internship program Interviewing and selection Headhunters Compensation, benefits and incentive

Human Resource Department at Mobilink

Hr department sections HR department Hierarchy Functions of HR department

Director Human resources

GM Human Resources

Manager Employee Excellence

Manager HR Operations

Manager Organizational Development

Manager Staffing & Compensation

HR Executive Employee Excellence

HR Executive HR Operations

HR Executive Organizational Development

HR Executive Staffing & Compensation

HR Officer Employee Excellence

HR Officer HR Operations

HR Officer Organizational Development

HR Officer Staffing & Compensation

Human Resource Department at Mobilink

Hr department sections HR department Hierarchy Functions of HR department

FUNCTIONS OF HR DEPARTMENT
There are several functions performed by HR department which are given below: Planning Recruitment Selection Formal Interview Intelligence tests Research and Development Training Compensation Occupational Health and Safety measures Career Planning and Development Performance Appraisal System

ROAD MAP
Company introduction Human Resource Department at Mobilink HR policies Training and development Performance management and compensation Employee Relation Penalties

Occupational Health And Safety

Current issues of HRM in mobilink Recommendations

Human Resource Policy

Ammar Ali

HUMAN RESOURCE POLICIES

1. 2. 3. 4. 5.

Working Hours Dress Code Policy Security And Safety Policy Company Publications Policy: Attendance Policy

1. Working Hours

Hours of work are scheduled to meet the production and work requirements of the Company, and are in accordance with all applicable local laws and practices.

Working Hours (Cont.)

Office Hours:
Monday through Friday (09:00 am. 6:00 pm.) 9 am to 8 p.m. (Shops operating on one window operation concept) Saturday: The shops timings will be determined by the Customer Service Management keeping in view the customer needs. Sixty (60) minutes meal breaks each day from Monday through Thursday. Ninety (90) minutes meal / prayer break for Friday.

Shift work:
Employees working in shifts will follow the shift roasters prepared by the line management.

2. DRESS CODE POLICY

All female employees shall observe the following dress code:
Shalwar Kameez Sari / Blouse Dress Pants / Blouse or Shirt with Jacket or Waist Coat Skirts / Blouse or Shirt with Jacket or Waist Coat (No minis / long slits) Light makeup Light jewelry No Low Necks

All male employees shall follow the following dress code:

Dress shirt / pants / Tie with Jacket or Coat or Sweater Dress shoes and socks Well trimmed moustache, hair and beard / shaved face Hair length should not go below the shirt collar

DRESS CODE POLICY (Cont.)

Business casual is defined as

follows:

Dress shirt / pants Dress shirt / pants /coat Dress shirt / pants / sweater Dress shoes and socks No joggers No jeans

3. SECURITY AND SAFETY POLICY

Setting good examples. Acting upon safety records. Reviewing safety programs. Holding personal interviews or group conferences. Starting activities that will stimulate and maintain employees interests

4. Company Publication Policy

To provide a means of communicating Mobilinks policies, objectives, plans programs and development of all employees

To report on all Mobilink activities.

To provide an outlet for employees to express themselves in their literary and artistic talents.

5. Attendance Policy
To prevent unauthorized absence of employees, this creates serious problems for normal and efficient operations and could result in disciplinary action including termination. Any absence continuing for more than 24 hours must be reported to concerned department, in case of illness, a medical statement concerning the illness must be submitted to Mobilink within 24 hours from the time by which the employee was to be on duty. The Company may request an examination by a doctor designated by the Company.

TRAINING AND DEVELOPMENT

TRAINING AND DEVELOPMENT

Orientation: Orientation and induction is required for employee familiarization with the organization and Mobilink is well aware of this fact. Objective: To inform all new employees with the basic structure and rules of Mobilink

 Formal orientation are included 1. Nature of business 2. History-philosophy and structure of company 3. Structure chain command within the company 4. Company benefit plans 5. Layout and facilities offered by the company.

CAREER PLANNING AND DEVELOPMENT

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, success and fulfillment.

CAREER PLANNING AND DEVELOPMENT (Cont.)

Promotion Policy
Associate Specialist Manager Director 3-4 years 3-4 years 2-3 years According to the presidents decision According to the presidents decision

Chiefs

Performance Management And Compensation Raza Gillani

Performance Management And Compensation Performance appraisal Compensation management Benefit Reward categories at Mobilink

Performance Management And Compensation Performance appraisal Compensation management Benefit Reward categories at Mobilink

Performance Appraisal
1. 2. 3. 4. 5. 6. 7. 8. 9. Objectives of Performance Appraisals Appraisal Policy: Performance Review: Appraisal categories Sources of Performance Appraisal Frequency of the Performance Review Procedure of Performance Appraisal Feedback Outcome of Performance Appraisals

Performance Appraisal
Reviewing performance and taking positive steps to develop employees further is a key function of management and is a major component in ensuring the success of the company through effective employee performance.

1. Objectives of Performance Appraisals

To measure the work performance To motivate and assist employees in improving their performance and achieving there professional goals To identify employees with high potentials for advancements To identify employees training and development needs To provide a solid path for career planning for each individual

2. Appraisal Policy

The intent of these appraisals is to review current job performance and responsibilities, set goals and discuss further opportunities with reference to past performance at Mobilink.

3. Performance Review
Mobilink a review is intended to be an open and frank discussion between an employee and their Team Leader/Manager. Generally there are two elements: 1. Firstly a general discussion takes place about the strengths of the employees and the areas which need to be developed. The performance is of course judged comparing the performance against the core indicators of Job. 2. The second element is concerned with discussing the training needs/inputs activities that are considered to be appropriate to help the jobholder overcome some of development areas discussed in the review and also those activities that are deemed appropriate to build upon their current strengths.

4. Appraisal categories
% Of total numbers of Appraisal category
1.expert

Definition of category Indicates exceptional performance Indicate performance that

employees which can be rated in this category 15% 10%

2.very

Good

consistently meets the requirements

of the position, very good indicates the individual is on track for 8% advancements

3. Good

Indicated performance that requires improvement (i.e. meet requirements without initiative or advancement)

4. Basic

Performance to be improved (hardly

5%

meets requirements)

5. Sources of Performance Appraisal:

At Mobilink the primary sources of performance appraisal are the managers

Secondary themselves

sources

are

employees

Subordinates to evaluate their seniors a 360 degree evaluation is conducted at the time of the performance evaluation.

6. Frequency of the Performance Review

Formal written performance reviews are conducted with all employees after every six months. Notification along with Performance Evaluation Forms are sent from the Human Resources Department

In these performance appraisal forms employees are usually assessed on: Problem solving & Leadership. decision making. Communication skills. Team work and Co Initiative and drive. operation. Customer focus.
Flexibility

7. Procedure of Performance Appraisal

The Mobilink HR department has developed a performance appraisal sheet Downloaded it on the intranet of Mobilink Supervisor performs the evaluation of the employees. When the supervisor completes the evaluation He/she will send the performance appraisal sheet to the employee for affirmation with the ideas of the supervisor if the employee does not agree with the supervisor he/she will not sign the performance appraisal sheet.

Procedure of Performance Appraisal (Cont)

When the last date of submission of performance appraisal sheet is passed then the HR department asks the supervisor and the employee about the problem and tries to resolve the problem. After the completion of the performance appraisal process the immediate supervisor prepares an annual report in December of every year of each employee.

8. Feedback
Workers at Mobilink are informed of their performance after the performance appraisal process and are given the opportunity to express their opinion over their own level of performance against each competence. This serves the following two main purposes: 1. It enables the reviewer to redefine whether the initial assessment was correct, as circumstances may exist that the reviewer is unaware of. 2. By asking the worker what he/she sees to be his/her own strengths and development areas the HR department tries to ensure the objectivity of the appraisal process and it also makes planning training activities easier if the person is able to express for himself the areas in which he/she feels he/she can improve.

9. Outcome of Performance Appraisals

On the basis of performance appraisal reports Increments are given at the end of the year, increments are percentage of salaries. Moreover Promotions is also given on good performance after completing two years in the current grade. Bonuses are also given but the employee must have to complete 6 months in the company service.

Performance Management And Compensation Performance appraisal Compensation management Benefit Reward categories at Mobilink

Nauman

COMPENSATION MANAGEMENT

1. Salary Policy 2. Salary Objective 3. Salary Scale 4. Setting Starting Salaries

Compensation management
Mobilink HR department has a separate sub-department for compensation. Sub department: Staffing and compensation planning First department: Gather the information regarding the employee performance. Compensation and benefits plans are particularly based on performance

1. Salary Policy
The purpose of this policy is to have salaries subject for review in January of each calendar year in the light of merit and inflation. Receives compensation that is relevant to field experience matching with approved salary structure of his / her position.

Procedure For Paying Salaries

1. All new employees open bank accounts in specified banks prescribed by the company so that their salary could be credited at the end of each month. 2. After opening account with the bank employees forward his account number to HR. 3. Upon termination of services the employee receives his salary within 15 days up to the time of date of his last working day. 4. Upon resignation the employee is paid his dues during a maximum period of 15 days from the date he left the job.

2. Salary Objectives
1. Attract & retain the services of competent qualified employees. 2. Provide fair and equitable compensation to each employee and to ensure that the value of each job relative to all other jobs within the Company is established and maintained on a fair and equitable basis. 3. Provide annual performance appraisal for employees to improve their job performance and to encourage them to aspire for promotions to jobs with greater responsibilities i.e. fairly compensate employees based on individual accomplishments and annual performance appraisals.

Salary Objectives (Cont.)

4. Ensure that salaries are competitive and in line with salary levels that prevail in the industry. 5. Instil employee confidence in the Companys compensation policies and practices.

3. Salary Scale
Each job is assigned a minimum salary, established according to the salary survey results, which specifies the minimum salary that may be paid to incumbents in each job. Minimum through maximum scales is built on a system of mathematical calculations to allow for overlapping between levels as a result of salary, merit or promotional increase.

4. Setting Starting Salaries

The starting salary offered to new candidates by Mobilink is dependent on two factors: 1. The particular job level for which the job offer is being made. 2. The candidates education, experience, qualifications as compared to the minimum qualifications required by the job specification and prevailing industry rates.

Performance Management And Compensation Performance appraisal Compensation management Benefit Reward categories at Mobilink

BENEFITS
Annual Leave Maternity Leave Sick leave and casual leave Provident Fund Gratuity Fuel Allowance Car Benefit Car Maintenance Allowance Phone Allowance Advance Salary Life Insurance Promotions Bonuses

Performance Management And Compensation

Performance appraisal Compensation management Benefit Reward categories at Mobilink

Wajahat Ali

Reward Categories at Mobilink

In Mobilink the reward system is based on the individual performance

Intrinsic and Extrinsic rewards include

Special assignments Medical care Life insurance Vacations Relocation Recreation Club Policy Travel Education assistance policy
Credit advance policy provident policy/advance against provident fund and a capping of gratuity Mobile phone Business mobile phone policy Official Blackberry Policy Life insurance Medical entitlement

Employee Relation

EMPLOYEE RELATIONS
Importance of employee relationship Role of managers: to solve employee problems in case of serious problems manager investigates the issues serious action of HR department

 Company policy To maintain the required standards Disciplinary procedures: Warning to the employee Written letter to the employee Deduction from the salary Employee suspension Unauthorized absence can result termination of the employment

EMPLOYEE RELATIONS (Cont)

EMPLOYEE RELATIONS (Cont)

Warning stages:
Stage Stage Stage Stage 1 2 3 4 Verbal warning: Written warning: Final written warning: Dismissal 3 months 6months 12 months

Penalties

PENALTIES
Insubordination dishonesty violation of safety rules Profanity or Indecent Conduct Intoxication Willful Damage to Property One Day Absenteeism Misrepresentation Accepting Money or Gift

Occupational Health And Safety Faizan Akbar

OCCUPATIONAL HEALTH AND SAFETY

Safety is everyone's responsibility Responsibility of HR department In-house workshop on safety

Safety committee is set-up:

1. 2. 3. 4. Vp hr/admin Head of security Member Member

OCCUPATIONAL HEALTH AND SAFETY (Cont)

functions of the safety Committee: 1. Development of Policy recommendations 2. Encouraging safety efforts 3. Proper enforcement of safety needs 4. Frank and constructive discussion on safety programs 5. Cooperation with other companies 6. Training regarding safety

FAMILY FRIENDLY AND HEALTHY ENVIRONMENT:

Paintball tournaments Cricket challenges Mini football tournaments Contact centre cricket galas Birthday celebrations Photography competition Hikes and anglers club expeditions.

COMPANYS INTERFACE WITH LABOR LAWS OF PAKISTAN

Social Security Act Payment of wages Act EOBI and minimum wage and working hour Specific department for Legal issues has been established Mobilink usually deals with the CBA

act of Labor laws of Pakistan.

Current Issues Of HRM In Mobilink

 The timing although is 9 am to 6 pm, but due to work load employees usually leave office at about 8pm. The hierarchy chart shows 3 HR managers/ coordinators for Islamabad, and only 1 for Lahore. This can be unjustified keeping in view that a large number of employees work in Lahore. Mobilink has a formal environment which can be changed to more relax and friendly environment.

CURRENT ISSUES OF HRM IN MOBILINK

Recommendations:
Clear delegation of authority regarding decision making for HR department. Employees should be consulted while policy formulation stage Mobilink should simplify its reward system for its employees to understand well. Team based structure should be preferred in all departments mobilink should to be a bit more lenient in case of genuine reasons against zerotolerance policy.