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Human Resource Management (Internship Report) : University of Central Punjab MBA - 7 L1F07MBAM2175
Human Resource Management (Internship Report) : University of Central Punjab MBA - 7 L1F07MBAM2175
dedicate
this
project
to
my
beloved
parents, teachers and friends for keeping my spirit high and for their love, support and guidance throughout my life. Fahad Iqbal
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ACKNOWLEDGEMENT
All Praise to Allah. First and foremost I thank Allah, the Generous, for having finally made this effort a reality. I praise Him because if it were not for His Graciousness, it would never materialize. Im extremely grateful to my course instructors entire course instructor. who spent a lot of valuable time with me and gave all the related information and expertise very generously about related courses. I thankful to UFONE PTML and its employees who provide the platform to complete my internship successfully, specially thanks to Sr. Manager HR Abdul Rehman Fiasal, Astt. Manager HR Farooq Naeem Sofi, Sr. HR Ex. Waheed Anwar, HR Ex. Raza Hussain, and HR Ex. Mohammad Shawzib. At last I, express our deepest gratitude to all those who contributed directly or indirectly to bring this report to this final format, because I would never have been able to achieve this by my self.
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TABLE OF CONTENTS
EXECUTIVE SUMMARY......................................................................................................1 1 INTRODUCTION.................................................................................................................2 1.1 BACKGROUND OF TELECOM INDUSTRY IN PAKISTAN..................................................................2 1.2 INDUSTRY BACKGROUND AT INTERNATIONAL LEVEL.................................................................2 1.3 COMPANY BACKGROUND.......................................................................................................3 1.3.1 History of Ufone........................................................................................................3 1.3.2 Mission Statement.....................................................................................................3 1.3.3 Vision Statement........................................................................................................3 2 COMPANY ANALYSIS.......................................................................................................4 2.1 OPERATIONAL ANALYSIS........................................................................................................4 2.1.1 Operating Performance............................................................................................5 2.2 FINANCIAL ANALYSIS............................................................................................................6 2.2.1 Ratio Analysis of Ufone............................................................................................6 2.2.2 Future Financial Plans.............................................................................................6 2.3 HUMAN RESOURCE ASSESSMENT AT UFONE............................................................................7 2.3.1 Recruitment At Ufone................................................................................................7 2.3.1.1 Internal Recruitment...........................................................................................7 2.3.1.2 External Recruitment..........................................................................................8 2.3.1.3 Direct Applicants................................................................................................8 2.3.1.4 Referrals.............................................................................................................8 2.3.1.5 Advertisements...................................................................................................8 2.3.1.6 Private Employment Agency.............................................................................8 2.3.1.7 Through Vendors (Outsourcing)........................................................................8 2.3.1.8 Electronic Recruiting..........................................................................................9 2.3.2 Recruitment Procedure.............................................................................................9 2.3.2.1 Replying To Candidates.....................................................................................9 2.3.2.2 Scheduling Interview..........................................................................................9 2.3.2.3 Screening Process...............................................................................................9 2.4 MARKETING ANALYSIS........................................................................................................10 2.4.1 Marketing Department............................................................................................10 2.4.1.1 Brand Marketing Department...........................................................................11 2.4.1.2 Value Added Service (VAS) Department........................................................11 2.4.1.3 International Roaming Department..................................................................11 2.4.1.4 Marketing Operations.......................................................................................12 3 ENVIRONMENTAL ANALYSES....................................................................................12 3.1 INDUSTRY & MARKET ANALYSIS..........................................................................................12 3.1.1 Major Product Lines & Market Segments..............................................................12 3.1.1.1 Ufone Product Lines.........................................................................................12 3.1.1.2 Mobilink Product Lines....................................................................................14 3.1.1.3 Telenor Product Lines......................................................................................15 3.1.1.4 Warid Product Lines.........................................................................................16 3.1.1.5 Paktel Product Lines.........................................................................................16 3.1.2 Growth Rate of Telecom Industry...........................................................................16
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Human Resource Management (Internship Report) 3.2 COMPETITOR ANALYSIS.......................................................................................................16 3.2.1 Major Competitor...................................................................................................16 3.2.1.1 Mobilink...........................................................................................................17 3.2.1.2 Telenor Pakistan...............................................................................................17 3.2.1.3 Warid Telecom.................................................................................................18 3.2.1.4 Paktel................................................................................................................18 3.2.2 Market Shares.........................................................................................................18 3.2.3 Their Goals.............................................................................................................19 3.2.3.1 Mobilink Goals.................................................................................................19 3.2.3.2 Telenor Goals...................................................................................................19 3.2.3.3 Warid Telecom Goals.......................................................................................19 3.2.3.4 Paktel Goals......................................................................................................19 3.2.4 Their Strategies.......................................................................................................19 3.2.4.1 Mobilink Strategy.............................................................................................19 3.2.4.2 Telenor Strategy...............................................................................................19 3.2.4.3 Warid Telecom Strategy...................................................................................20 3.2.4.4 Paktel Strategy..................................................................................................20 3.3 TECHNOLOGY ANALYSIS......................................................................................................20 3.3.1 Technical Methods That Affect The Industry..........................................................20 3.3.1.1 CDMA Technology..........................................................................................20 3.3.2 Innovations..............................................................................................................21 4 INTERNSHIP DEPARTMENT.........................................................................................21 4.1 DEPARTMENT WORKED DURING INTERNSHIP..........................................................................21 4.1.1 Contribution Made Or Responsibilities..................................................................21 4.2 HUMAN RESOURCE DEPARTMENT AT UFONE.........................................................................22 4.2.1 Goals Of Ufone HR Department.............................................................................24 4.2.2 Responsibilities of Ufone HR Department..............................................................24 4.2.3 Directional Strategy Of Ufone................................................................................25 5 IDENTIFICATION OF A MAIN PROBLEM.................................................................25 5.1 ANALYSIS PROBLEM............................................................................................................25 5.2 RECRUITMENT PROBLEM......................................................................................................26 5.3 PAYROLL PROBLEM.............................................................................................................26 6 FINDINGS (SWOT ANALYSIS)......................................................................................26 7 CONCLUSION & RECOMMENDATION......................................................................28 8 BIBLIOGRAPHY ..............................................................................................................30 APPENDIX A: EVALUATION SHEET...........................................................................31 APPENDIX B: EXPERIENCE LETTER.........................................................................32 APPENDIX C: JOINING LETTER..................................................................................33
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EXECUTIVE SUMMARY
This project has been undertaken in order to highlight the Human Resource Practices of Ufone. Its all about YOU its all about Ufone, a company very highly spoken of these days. A company paying more attention to its customers delights rather then the customers satisfaction. Ufone is a company starting from scratch and has shown utmost performance in the last four years. Ufone owes its success to its employees believing that providing employees with job satisfaction, motivates them to work hard and provide better results. Proper planning is Ufones strongest point; all the products that they have launched so far are backed by wise strategies with proper market research and massive advertisement campaigns. Decisions are taken at top level with some participation from the lower levels showing that they do comprehend the worth of Group decision-making. However goal setting is a procedure dedicated to only the top management. Working on newer technologies is a specialty of ufone
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Human Resource Management (Internship Report) results suggests the market could be on pace for a double-digit rate increase for the full calendar year.
Human Resource Management (Internship Report) With a fresher look than is accepted and appreciated across the board by people of all ages, we aim to connect with you and provide you state of the art services. No matter who you are, where you are, what you want to say, how you want to say it or how you feel, you are our focus. Because at Ufone, its all about U,
Board Of Directors
CEO
Project Director
Customer Care
Information System
Finance
Engineering
HR & Admin
Quality Assurance
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Human Resource Management (Internship Report) This is what Ufone looks from the organizational hierarchy point of view. There are eight different departments each headed by a Project Director. They report directly to the CEO. There are four BU (Business Unit) each Project Director is responsible for these eight divisions. BUs are divided geographically into three divisions
BU North (Peshawar to Jehlum, including Islamabad) BU Central-1 (Gujranwala till Sialkot) BU Central-2 (Multan till Rahim Yar Khan) BUM South (Sindh and Balochistan)
In order to give a jump-start to the company, a comprehensive initiation plan has been made along with aggressive customer acquisition, care and retention strategies. Ufone has the best integration of eight departments each project director.
Finance Engineering Customer Care Marketing & Sales Human Resource Busines Units Khi/Lhr/Fsd Information Systems Quality Assurance
Provision of quality service to the customers is of utmost importance for the progress of any service-based company. At Ufone the management is mindful of the same and has been constantly endeavoring to enhance the existing facilities. Therefore operations at Ufone are all planned and carried out in such a way so as to maximize operational efficiency and customer satisfaction. Although it is the subsidiary of the Pakistan Telecom Company Limited (PTCL), Ufone carries out its operations autonomously under the license of Pakistan Telecom Mobiles Limited (PTML). The company head office is established in Islamabad (F-7 Markaz), which serves as the center for all its strategic activities. HR hires the best people to work and adjust them into these four departments according to their specialization. HR conducting its best practices to recruit, train and motivate their employees.
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Human Resource Management (Internship Report) Ufones operational performance has been very encouraging. Despite the stiff competition in Pakistan telecom market which has led to reduction of prices to bare minimum level, due to its aggressive policies and exercising strict control over expenses the Company managed to improve its revenue and after-tax profit by 87% and 54% respectively, as compared to last year.
Human Resource Management (Internship Report) existing cities, Ufone has finalized a huge network expansion contract amounting to about USD 550 million, which will enhance the subscribers capacity by 10 million. This is the largest ever expansion project of Ufone. A strong focus will be on maintaining high quality of service, which is always a benchmark of Ufone, increasing usage and exploring new revenue streams on value added services, market visibility through various market initiatives to fulfill subscribers satisfaction and demand and above all to increase the value of investment for the shareholders.
Human Resource Management (Internship Report) have a trickle down effect i.e. the opportunities spring not just from the first vacancy but from the vacancy created when a person in the company fills that vacancy.
2.3.1.4 Referrals
By advertising a post internally Ufone gains an added benefit, which is; the current employees may pass the information on to any interested friends and relations. Word of mouth is also a valuable recruitment method for them and they draw on all appropriate contacts they have
2.3.1.5 Advertisements
Since most of the posts are of a specialist nature, they intend on advertising in the journals of professional bodies and the trade press. Their next step is to find out how much adverts cost for varying amount of space and decide what they can afford. The HR management has hired the services of Interflow, an advertising agency, to propagate their service and company for them. They are also using the services of a web designer, Eveready media, to post the advertisement of the company on the Internet.
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Human Resource Management (Internship Report) Ufone also do outsourcing for the purpose of recruitment they hire firm, which will provide employee Ufone to work in the organization, but the employee will remain employee of that firm not Ufone, and this is the most common method followed by most of organization these days. Lower management at Ufone is comes through outsourcing.
How well-matched is the candidate to the requirements Any unexplained employment gaps The quality of presentation How tailored the reply is to the particular job and Ufone as an organization. 2.3.2.1 Replying To Candidates
The candidates that do not match the job are contacted as quickly as possible and dealt with courteously since the HR management believes in the philosophy that these people, and their relatives and friends, may be future customers or acquaintances of potential, future applicants. Those that match the job are called over to undertake an on-line evaluation test.
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Human Resource Management (Internship Report) The results are screened by a set of panelists in order to minimize chances of error in selecting the candidates. The HR management sometimes keeps a small number of candidates in reserve.
Brand Marketing Value Added Services (VAS) International Roaming Marketing Operations.
Marketing
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Brand Marketing
VAS
International Roaming
Marketing Operations
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Voice Mail: Ufone Voice mail lets you receive and store messages when you are
unable to attend your calls; if your phone is switched off, not responding, busy or out of coverage.
SMS: With Ufone's Short Messaging Service you can send unlimited messages to
your friends, loved ones and colleagues
GPRS: Ufone GPRS allows you to check your e-mails, chat with friends or browse
the internet from your mobile phone
MMS: MMS allows you to send photographs or video clips to an email or another
Ufone. International SMS:
International SMS: You can now send unlimited messages to 449 operators in over
169 countries all over the world at a standard SMS rate.
Downloads: Ufone provides a wide range of downloads for your mobile in form of
Java Games picture messages, color wallpapers, ring tones, logos etc.
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Human Resource Management (Internship Report) International Roaming department deals with people who went across the country boarder with Ufone SIM with international roaming activated. I more frequently related with the people who went for Umrah and Hajj.
3 ENVIRONMENTAL ANALYSES
The environment of any organization plays a very vital role in bringing out the inner qualities and talents of people. On entering the Ufone office, what strikes a person most is their atmosphere and decor. The atmosphere of the Ufone head office is a very pleasant one, with a large impressive lobby welcoming the distinguish customers. The dcor includes glass and steel walls. This communicates that Ufone has effectively dealt with its most toughest and delicate issues with care. To make the atmosphere more pleasant, a touch of greenery has been added, to communicate that Ufone is an eco-friendly organization. The security check on entering the majestic hall gives the customer a sense of security. It requires the person visiting the office to sign an entry form and wear a badge. All these things made the office informally communicate that it welcomed customers and guests, but the most important element that makes this backdrop complete is the employees, all formally dressed, communicating that the organization strictly adheres to dress code.
Ufone Prepaid
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Human Resource Management (Internship Report) Ufone Prepaid is with a wide range of products and features your Ufone Prepay connection is a complete communication solution that offers you SMS, GPRS, MMS, Call Features, International Roaming and a variety of amazing Mobile Products Short Messaging Service (SMS) & International SMS You can send and receive text messages up to 160 characters per SMS. If your handset supports more than 160 characters, one SMS will be sent for every 160 characters. You can exchange text message both nationwide & worldwide. Caller Line Identification (CLI) You can find out the callers number automatically before answering the phone as it is displayed on your handset. Call Waiting Call Waiting allows you to receive calls while in conversation with another caller. To activate your call waiting please call 333. Voice Mail Voice mail lets you receive and store messages when you are unable to attend your calls; if your phone is switched off, busy or out of coverage. To activate your voice mails please call 333. To retrieve your voice messages please dial 191. You can enjoy message storage capacity of 10 messages. Phonebook Saver Lost or changed your phone and worried about your contacts? With Phonebook Saver, now you can retrieve all your contact numbers instantly whenever you lose them. So go on and create your personal Phonebook Saver account and never lose a contact again. GPRS enabled MMS, WAP & Internet Access With GPRS (General Packet Radio System) you can access emails, browse the internet, send and receive multimedia messages from your handset. Internet Access You can access the internet by simply entering the desired website address on your phones internet browser MMS This service allows you to send and receive pictures, sound & video clips. Emails: you can access your office emails and internet based emails using the GPRS enabled handset.
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Human Resource Management (Internship Report) Prepay IR Now roam in various important destinations worldwide with the most affordable and economical tariff offering. For details please call 333 from your Ufone.
Ufone Postpay
Ufone Postpay is a brand that keeps up with you, understanding your drive for victory in the business arena and your sense of belonging in your personal life. On Ufone postpaid they aim at providing you with the most superior mobile phone services, widest quality network & best customer services for you on your journey to success. It have following features;
Special discounts: on a range of talk plans you can choose from. Virtual Private Network (VPN): Your own private network within the Ufone
network.
GPRS: Internet Access on your GPRS enabled phone & mobile office so you can be
in touch with business while you are out and about.
Umail: To enjoy wireless email products. International Roaming: in countless destinations, keeping you connected
worldwide.
Exclusive Customer Care: with personal service to help set up your phone to suit
your needs.
Exclusive Rewards: that you will receive on using your Postpay connection. 3.1.1.2 Mobilink Product Lines
There are two basic products of Mobilink they are given as following;
Jazz Indigo
These products have following VAS characteristics.
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TV- SMS Service On Call Services Dedication Service Missed Calls Alerts Mobile Banking Fun Messaging Payment Solutions Fax & Data G-Mail Stock Watch 3.1.1.3 Telenor Product Lines
There are two basic products of Telenor Telenor Prepaid and Telenor Postpaid. Both of these products are available at their franchise for public.
Telenor Prepaid
Telenor has following two packages;
Telenor Talkshawk Har Second Telenor Talkshawk 30 Second Telenor Talkshawk Azadi Telenor Postpaid
Telenor Postpaid connection is the billing package with lots of value added services for their user. GPRS: Which gives you high speed WAP on your handset and Internet connectivity anytime, anywhere MMS: So you can enjoy sending and receiving Multi Media Messages
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Human Resource Management (Internship Report) Downloads: Now you can select and receive the latest ring tones, pictures, background themes and games WAP: Keeps you up to date with the latest happenings in news, entertainment, sport, downloads and much more
Mobilink
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3.2.1.4 Paktel
Paktel started its commercial operations in Pakistan in November 1990 as the pioneer of Cellular telephony with an AMPS network which was converted to TDMA (Digital) in 2003. Due to innovation in the sector (primarily in Europe), GSM quickly gained popularity all over the world and became the technology of choice leaving AMPS/TDMA far behind. Paktel finally decided to convert to GSM on October 26th 2004 with the launch of 31 cities. The current coverage footprint consists of 341 cities. Paktels principal shareholder was Millicom Pakistan B.V, which held 98.86% equity of Paktel. Millicom Pakistan B.V. was a 100% owned subsidiary of Millicom International Cellular S.A. Millicom is a global telecommunications operator with ventures in 16 countries worldwide including countries in Latin America, Asia and Africa. On 13th November 2006 Millicom announced that it planned to exit from Pakistan due to its inability to generate returns on investment in Paktel at the levels required by Millicom. On Feb 13th 2007 Millicom announced that it had completed the sale of its 88.86 per cent shareholding in Paktel Limited to China Mobile Communications Corporation which finalized Millicoms exit from Pakistan. China Mobile has aggressive plans for Pakistan and this will be a new beginning for Paktel.
Ufone 21%
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Human Resource Management (Internship Report) Telenor's previous activities in Asia have focused on the development of mobile networks from scratch, and so the current activity is a continuation of their previous successful strategy
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Human Resource Management (Internship Report) a GSM based operator in the Pakistani market, there is less risk and less return while for a new CDMA operator there is higher risk and financial commitment but it also offers a probability of higher returns in the future.
3.3.2 Innovations
Using its GPRS enabled network, Ufone launched innovative services, and mobile applications such as games, video clips, etc, and introduce MMS multimedia messaging. The cellular technology is growing at a fast pace. Each year a new innovation is rolled out leaving the old ones obsolete. Some of these recent innovations, which are currently being used in Pakistan, are stated below;
Short Message Service (SMS) Multimedia Messaging Service (MMS) General Packet Radio Service (GPRS) Wireless Application Protocol (WAP) 3rd Generation General Packet Radio Service (3GPRS) Enhanced Data Rates for Global Evolution (EDGE) Technology
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Developing of probation report of contractual employees. Preparing expense and medical claims report for the payroll. Assisting in monthly payroll, and preparing the reports. Completed internal audit for contractual employees and conducted meal survey. Maintaining the database for new hiring, transferring, promoting and firing of
employee. Filing and maintaining the records of all documentation and information.
HR Operations
Outsource Operation
There are three Sub units of Human Resource Department at Ufone which are given as following;
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Employees Data Management. Employee Benefit & Compensation. Training & Development. Employee Motivation Retention of Employees Career Planning/ Succession Planning Employee Relations/ Communication Employee Awards Employee Events Management Medical & Life Insurance
The senior manager and the assistant manager are responsible for the training and development functions of the organization. They take main decisions regarding the final hiring of the employees and the pay and rewards packages allocated to them. They are also responsible for the establishing of the performance evaluation criteria. The manager and the executives are responsible for the operations. But besides taking care of the day-to-day operations, they perform the function of recruiting and staffing as well. Conducting the job analysis for each job is also the responsibility of the manager and his executives.
Senior Manager HR
HR Manager
Assistant Manager HR
Senior HR Executive
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HR Executive
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Health and Safety (health programs, safety programs, Medical facility). Employee relations (wages, rates of pay, hours of work, conditions of employment,
negotiation, contract interpretation and administration, grievance handling, allocation of overtime).
Benefits and Services (insurance programs, Transportation facility, sick leave pay
plans, loan funds, LFA salary, Yearly bonus programs along with special bonuses for achieving high targets).
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Organization Planning (developing concept of company as a structure or system). Organization Development (increase level of trust and supportiveness among people
in the organization, enhance interpersonal skills, make communication more open and direct, directly confront problems, tap the knowledge of all who can contribute to problem solutions wherever they may in the organization).
Human Resource Planning (right number of qualified persons available at the proper
times, performing jobs that are useful to the organization and which provide satisfaction for the individuals involved, goals and plans of organization, current human resource situation including skills inventory, human resource forecast including comparison of projected future demand for employees with projected supply, designing programs to implement the plans of recruitment, selection, performance appraisal, transfer, promotion, training, motivation, compensation, audit and adjustment).
Proper forecasting is lacking in this organization from which they cant predict supply
and demand for various of human resources to predict areas within the organization where there will be future labor shortage or surpluses hence by not implementing
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Human Resource Management (Internship Report) complete forecasting system they are unable to predict the areas where there are surpluses specially in the customer service.
As marketing is there core competence they fail to get the best candidate at times
because of their weak forecasting system.
No overtime facility is given to the permanent staff by which they get de motivated
due to their work overload. No plans have yet been implemented to overcome this problem. What I have analyzed, that due to this problem they cant properly entertain and satisfy their customers and many employees leave this organization due to their weak planning work schedule.
There is no concept of temporary workers, which is also hampering their cost because
through that they can save thousand of money.
Lack to follow due process policy. Due to this they are losing their ace employees. Due to lack of proper advertisement they are unable to grab the best employees for
their organization.
They are not following the lead the market pay strategies due to which they are
suffering from high turnovers
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GSM technology. It has a strong brand identity. It has successfully projected itself as a company meant
to serve its people.
Ufone has Wide network. Ufone has a comprehensive promotional strategy. Ufone has a unified network of franchises. Electronic Voucher Distribution (EVD) is a great new re-charge option for prepaid
subscribers that doesn't relay on the availability of scratch cards for topping up their Ufone credit. This service is great because it ensures that the credit require for Ufone connection will always be available on-demand.
Weakness
Ufone being a government organization has relatively less human and financial
capital available as compared to its major competitors that are subsidiaries of large multinationals such as Mobilink and Telenor.
Customer services provided by Ufone are not according to the requirements of their
customers.
Opportunities
There are vast opportunities of growth as market penetration rate of the cellular
market of Pakistan is only 2.3%
The introduction of new technologies in the cellular industry has increased the
demand for it along with reducing the operation costs for these companies.
Ufone can develop direct relationship with retailers on large scale through Electronic
Voucher Charge.
Ufone can further improve its network in order to make more loyal customers.
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With the globalization of the world Mobilink can further increase its market. They should call in at different universities and offer jobs there for students to give
them employment in the organization. They can post their job advertisements on university bulletin boards and also ask the fresh graduates for walk in interviews.
Threats
Just as Telenor, Ufones greatest threat is its competitors especially Telenor and AlWarid. These companies have introduced new technologies with consumer friendly packages. Ufone will have to devise its defensive strategies tactfully in order to retain its share in the market
Changing technology is also a threat for Ufone because things are changing so
frequently in the market with the change in technology.
Motivation
Again although Ufone HR management says that it motivates its employees but according to the employees there is no motivational aspect present which gives a positive impact.
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Human Resource Management (Internship Report) Ufone does not follow a very professional attitude and a lot of biasness and personal favoritism is present and employees are also evaluated on the personal relations with their respective upper management with out taking performance much into consideration.
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8 BIBLIOGRAPHY
Human Resource Management
By: Decenzo Robbins
Management
By: Weihrich koontz.
Organizational Behavior
By: Stephen P. Robbins
Principle of Marketing
By: Philip Kottler
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