SUBMITTED TO: MS.

SOBIA HASSAN

Submitted By:

Group members: Isma Imtiaz (321651025)

Farah Arshad

Emaan Tariq

Hareem Rashid (321651019)

Subject: Performance Managment

Class: BPA 7 thSemester

Session: 2016-2020

TOPIC:PERFORMANCE MANAGEMENTSYSTEM OF UFONE

LAHORE COLLEGE FOR WOMEN UNIVERSITY

Introduction of the Organization:

In 1990, Pakistan introduced its first mobile phone service called “Paktel”. After eleven years in
January 2001, a new cellular company with GSM technology came into the market and they
named it Ufone. The government of Pakistan granted them the license of Pak Telecom mobile
limited to operate GSM 9000 allaround Pakistan. Ufone succeeded to establish itself in the
market by providing quality service at low rates. After it’s opening, initially they started their
service in major cities like Rawalpindi, Islamabad, Karachi and Lahore and on major highways.
Later the service expanded to other major cities like Peshawar, Quetta and different towns.

Ufone invested around $ 65 million to setup its modern technical infrastructure to provide high
quality crystal clear voice and fast data transmission. Ufone targeted the middle class, by
introducing low rates and different packages with Urdu names like Jazbaetc to attracted lower
and middle class people. Ufone has expanded its customer support in a very organized manner
with a planned network of dealers, outlets for people convenient. Ufone is committed to care for
its customers even after they have acquired a new connection. Ufone not only focused on the
technical capabilities, but to provide subscribers a convenient to get connections and services.
Ufone recently started GPRS through which users can connect themselves to the global village
via Internet, also introduced multimedia messaging services and worldwide SMS at flat rates.
Not only SMS but also provides Ufone Info service through which user can get latest
information about news, sports, religion, horoscope, stock exchange etc even live sports updates.

The tariff packages have been designed keeping in mind the requirements of every segment of
the society may that be a housewife, a taxi driver, a trader or a student. Ufone started its
operation from Islamabad on 29th January 2001. Cellular industry performance in Pakistan
before the launch of Ufone was quite dismal, with one of the lowest population penetration rates
in thewhole region. Ufone’s strategy from the day one was to change this scenario and ensure
that mobile phones are turned into an everyday business and personal communication tools for
all. This approach brought about a revolution in the market; increasing its size five fold in a mere
two years. It has achieved a substantial market share in a market ten years older than itself.
Vision Statement:

“To be the leading telecommunication service provider in

Pakistan by offering innovate communication solution for our
customers while exceeding shareholder value & employee
expectation”

Mission Statement:

“Our mission is to provide best services with best coverage

that would eventually generate profit for the company and its
stakeholders”
Human Resource Functions at Ufone:
Human Resource department is being headed by the HR executive designated as Chief of Human
resource department. The department is working for the personnel in the organization.

• Personnel Planning

• Job Analysis

• Recruitment

• Selection

• Orientation of new Hiring

• Training and Development

• Performance Appraisals

 Personnel Planning:

Recruiting and selection starts with the personnel planning and forecasting. It is basically the

process of deciding what positions to fill and how to fill them. Personnel plan requires some

estimation in case of three things; personnel needs, the supply of inside candidates and the

supply of outside candidates each head contains various different techniques.

Recruitment refers to the process of attracting, screening, and selecting qualified people for a job

at an organization or a firm. For some components of the recruitment process, mid- and large-

size organizations often retain professional recruiters or outsource some of the process to

recruitment agencies. The recruitment industry has five main types of agencies: employment

agencies, recruitment websites and job search engines, "headhunters" for executive and
professional recruitment, niche agencies which specialize in a particular area of staffing and in-

house recruitment. The stages in recruitment include sourcing candidates by advertising or other

methods, and screening and selecting potential candidates using tests or interviews. Basically

there are some steps for the recruitment process: First of all identify, whether there is a vacant

job or not. Then attract qualified people for that job, after that collect their CVs. Then short list

people from that recruitment pool & call these short listed people for the interviews.

 Job Analysis for this position

Job analysis is systematic exploration of activities within a job. It is a technical procedure used to
define the duties, responsibilities, and accountabilities of job. It is proved that job analysis is
almost first activity of HR department to be done. Because on this, pay packages, compensations,
job descriptions, job specifications, job evaluation etc are made. So at Ufone experts do job
analysis. They construct “Job Analysis form”.

 Why Ufone conducts job analysis

The Ufone conducts the job analysis to get the right person for the right job at the right time. If
the Ufone does not conduct the job analysis then there will be a huge chance of selecting the
wrong person or to reject the right person who is suitable for the job.
 Knowing Who Does What
 Major duties or activities required
 Conditions under which the job is performed

 Job analysis procedure of the Ufone

There are mostly following procedure of the Ufone about analysis of a job.

 Direct Observations
 Interviews
 Questioner
 Job Description

JOB TITLE: Quality Assurance Manager

DIVISION:
DEPARTMENT:
REPORTS TO:
LOCATION: Lahore
DATE:
POSITION TYPE:

SUMMARY

The person holding a position of quality assurance manager is basically responsible for
determining, negotiating and agreeing in-house quality procedures, standards and/or
specifications, setting customer service standards, ensuring that the manufacturing processes that
are being used in an organization comply with standards at both national and international level
or not, determine the training needs. Moreover, recording, analysing and distributing statistical
information and directing objectives to maximise profitability.

SCOPE AND IMPACT OF JOB

Quality assurance managers work with other staff within organisations to determine and establish
procedures, quality standards and to monitor these challenges against agreed targets.

Education

A degree or HND in any subject is acceptable. However, employers may prefer qualifications in
subjects such as business studies/management, materials science/technology, food
science/technology, textile technology, polymer science/technology, process engineering,
physics, mathematics or production engineering. For some positions a postgraduate qualification
or a technical background may be beneficial.
Experience

Relevant work experience is highly desirable or we can say it as preferable. It may be gained via
final year project work, sponsorship, vacation work.

Skills

 That person should be confident enough to deal with others,

 Must have excellent technical skills,
 Planning skills,
 Interpersonal skills; yet another very important skill,
 Problem solving skills,
 Communication skills,
 Team working skills,
 IT skills,

It is also essential to have good numerical skills and an understanding of statistics.

RESPONSIBILITIES

 Determining, negotiating and agreeing in-house quality procedures, standards and/or

specifications,
 Assessing customer requirements and ensuring that these are met or not and setting
customer service standards,
 Specifying quality requirements of raw materials with suppliers,
 Investigating and setting standards for quality/health and safety,
 Working with operating staff to establish procedures, standards, systems and procedures,
 Writing management/technical reports and customers’ charters,
 Determining training needs and acting as a catalyst for change and improvement in
performance/quality,
 Directing objectives to maximise profitability,
 Recording, analysing and distributing statistical information,
 Monitoring performance and supervising technical or laboratory staff.
 JOB SPECIFICATION

Education:

A quality assurance manager should have a master’s degree in telecom engineering. A

management position requires a strong background in business management. Those seeking a
career in quality management should focus on math, statistics and science.

Experience:

Quality assurance managers must have 05- 08 years of extensive experience in quality assurance
and the use of testing procedures, inspection and sampling techniques. Some manufacturing
companies require quality managers to have several years of experience in a related field. Working
in the organization for the quality assurance department gives manager candidates an opportunity
to become familiar with the product.

Competency based job analysis:

Technical Competencies

 Understanding challenges specific to the telecom industry

 Knowledge of Business Process Re- engineering
 Knowledge of the new advancements and technological changes in the telecom sector

General competencies
  Detail oriented Mindset
 Effectivecommunication &interpersonalskills
 Resultsorientedmindset
 Strongethics

Leadership competencies

The leader of the quality assurance department must direct the action of the quality team. A
quality assurance manager must be a strong leader with the ability to evaluate the work of others
and offer constructive criticism when necessary. Quality managers must be able to give job
performance appraisals to supervisors, inspectors and technicians working in the department.

Required knowledge, skills and characteristics – Quality Assurance

Manager

Bellow mentioned all the points cover the most important qualifications of an individual which is
needed and is going to be selected as a Quality Assurance Manager:

 Highly developed; demonstrated teamwork skills,

 Communications skills,
 Able to direct the efforts of a team,
 Should have strong interpersonal skills,
 Should know how to deal with the customers,
 Have the numerical skills and an understanding of statistics,
 Able to record, analyse and distribute the statistical information.
 Recruitment at Ufone

Recruitment
It involves finding or attracting applicants for the employer’s open positions. It’s very important
for any organization to find qualified applicants for job. It’s not just about to place few ads.
That’s why for Ufone it’s very important to find good and qualified candidate for all positions in
the organization and especially for the position of SM Quality assurance (director level posts)

Recruitment at Ufone
Ufone is using both internal and external sources of recruitment for the post of Quality
assurance manager. The HR department of Ufone provides many monitory and non monitory
incentives to the existing employees to motivate them in such a way that they can work hard
towards the achievement of organizational goals. As the turnover in the company is quite often
due to workload on the employees, therefore the employees prefer to leave the organization
whenever they get the right opportunity. To overcome these issues the HR department hires the
new employees to fulfill the vacant place.

 Internal Recruitment

For the top and middle management they do prefer to promote someone within the organization
by analyzing their performance from their central data base. As internal Recruitment make a
healthy competition among the employees and motivate them in such a way that to perform their
assigned duties to achieve the organization goal.

 Promotion
 Rehiring
 Job posting
 External Recruitment

To employ the enthusiastic and potential candidates from the labor market the HR department

using various techniques and tools to hire the applicants for the proposed job. They also discuss

and take the ideas of the supervisors and managers of the relevant department when they are

going to make the job description along with job specification. They are using the following

methods of recruitment outside sources recruitment is via internet and referrals.

Modes of Recruitment at Ufone

Referrals:
Ufone gains added advantage by advertising the job internally i.e. the current employees of
Ufone can pass on the information to their relatives and friends. This is the valuable source of
advertisement.

Online Application Form:

There is an online application form on the website of Ufone, on which any person who thinks is
qualified can fill that form & upload his C.V. This is an easy way to collect but because
thousands of CVs are collected on the website, so then it is difficult for them to select the most
suitable CV`s. For this purpose they use a HRIS, in which the standards have been written, CVs
which meet the standards automatically have been selected. It’s also a cheaper way of
recruitment because it does not require too many resources.
Ufone also provides information about any vacancy on the job search websites; like rozee.pk.
ESS (Executive Surgeon Selection) for Ufone
This is also one of the modes of recruitment. It is only used for senior posts in the organization.

For e.g. post of senior manage. Ufone Company adopts this mode of training for hiring Quality

Assurance Manager also. Because, quality assurance manager is also the senior post of any

organization.

Advertisement
The HR department hires the services of “interflow”, an advertisement agency, to propagate their

service and company for them. They also take the benefit of the web designer etc.

Private employment agency

As the private employment agencies collect the information about employed and unemployed

people skills and knowledge .these agencies tries to find right applicant for the proposed job.

Selection Process at Ufone:

Afterreviewing the applicants of quality assurance managers for Ufone, The selection of best and
potential candidate for job is involved. This is done by using screening tools like tests,
interviews, background and reference checks hiring the potential candidate is very important for
organization like Ufone for three main reasons performance, costs, and legal obligations.
Employees with right skills will do a better job for Ufone and the employee without skills will
affect their own performance and coworkers and overall Ufone organization. The recruitment
also involves a cost to conduct this process and training fee and time consuming as well so select
right candidate because right people can overcome the cost and time of organization to recruit
and hire candidates.
 Tests
 Cognitive test:
While conducting tests from candidates Ufone uses cognitive tests for testing the candidates and
selecting for job. Cognitive tests include tests of general reasoning ability (intelligence) and tests
of specific mental abilities like memory and inductive reasoning. Ufone uses this assessment
tests to judge the managerial and job related capabilities of the candidates.

Interview
 Panel interview:
The type of interview Ufone uses for the post of SM Quality Assurance is Panel interview. In
this interview a Panel consisting of VPQA EVPQA and Respective GM interviews the candidate
to assess his professional and management capabilities. These are unstructured interviews in
which interviewers question the one interviewee one at time and after completion the members
who together interview each candidate and then combine their ratings into a final panel score.
The panel format enables interviewers to ask follow up question. This elicits more meaningful
responses than are normally produced by a series of one-on-one interviews. Panel interviewers in
interviews use scoring sheets with descriptive scoring examples for sample answers are more
reliable than those that don’t. Ufone also train the panel interviewers which boost the interview’s
reliability.

Some commonly asked questions are as follows

How should you learn about problems discovered in the field, and what should you learn from
those problems?

 Have you ever completely tested any part of a product? How?

 How do you prioritize testing tasks within a project?
 What was a problem you had in your previous assignment(testing if possible)? How did
you resolve it?
  What are two of your strengths that you will bring to our QA/testing team?
 How would you define (QA) Quality Assurance?
 What are two of your weaknesses?
 What is ISO 9000? Have you ever been in an ISO shop?
 When are you done testing?
 What is the difference between a test strategy and a test plan?
 What ISO 9003? Why is it important?
 What are ISO standards and why are they important?
 Do you support automated testing? Why?

 BACKGROUND INVESTIGATION
Ufone take this step to check accuracy of application form through former employers and
references.

Securing the best candidates involves being able to verify education, experience and whether or
not they have a criminal history. Our high performance culture drives our best-in-class customer
experience, and our policy is to use the most thorough, comprehensive data, comply with all
applicable regulatory requirements, follow strict quality control processes, use best-in-class
search methods and meet all deadlines. HR Plus filters the results of our background screening
checks to provide a higher percentage of accuracy.

Ufone Employment verifications can return some of the most useful information on applicants
and vendors including: past employers, locations of past employment, dates employed, salary
levels, reasons for leaving, position titles, gaps in employment history and pertinent contact
information.

In short Ufone investigates followings are the points, especially for managerial posts:

 Employment References

 Education Verification - School grades, degree and any professional qualifications

obtained

 Character Reference Check

  Gaps in employment history

 Identity and Address Verification –

 Whether an applicant holds a directorship

 Credit History (Civil and Bankruptcy)

 Criminal History Report

Introduction and Orientation of New Hiring

 Orientation
Employee orientation often called “on boarding “today, it involves more than what most people
realize. Employee orientation still provides new employee with the most people realize. It
involves in welcoming new employee and also provides basic information about functions to
perform. It also helps the employee to understand culture, strategies, vision of future and rules
and regulations of Ufone, introduce the employee with the staff members.

Orientation in Ufone is done by Supervisory authorities. HR manager introduce the selected

quality assurance manager with his supervisor who continues the orientation process by
explaining basic matters like working hours, benefits, and vacations; explaining the about Ufone
rules and regulations, vision, mission and long run and short run objectives, he also introduce
him or her about the department and the person to his or her new colleagues, familiarizing the
new employee with the workplace, help to reduce first day jitters .General Manager helps new
quality assurance manager to engage in activities.

 Employee Handbook
Employee handbook involves hr policies, leaves, and information on quality assurance
manager’s benefits, compensation, personnel policies, the daily routine, company organization
and operations, safety measures.
In Ufone, employees do not have any employee handbook, where as the policies regarding leaves
are as follows while the other information cannot be obtained due to confidentiality.

Total leaves allowed 40 per year

COMPENSATION AND BENEFITS
 Medical Allowance
1 gross salary per year is given to each employee; half is given in mid of the year and remaining
half will be given at the end of the year.

 Health Insurance

Like all other cellular companies Ufone also provides healthinsurance policy to its employees.

 Transport allowance

Rs 2500 are given to female employees only, if they travel on local transport.

 House Rent

10% of the basic salary is given to each senior/ executive level employee.

 Children Education allowance

1 gross salary per year

 Provident Fund

All permanent confirmed employees are eligible for membership of Ufone Employee Provident
Fund Scheme. An employee contributes 8.33% of month basic salary in a year and an equivalent
amount is being contributed by the employer.

 Leaves

7 Casual and 10 sick leaves are given to each employee at all level.
Training & Development:The most popular training methods used by
organization can be classified as either on the job or off the job training few better techniques
from each category are briefly explained. Training and development involves improving the
knowledge, skills and abilities of the individuals. Especially, for those hish posts in the
companies like Quality assurance manager

Ufone Company especially adopt these three training methods which are as given below

 On the job
 Off the job

Different methods of training

They also used another different methods of training for different individuals or for hiring high
posts employees.

 Presentation Techniques:
 Class room instructions
 Distance learning
 Audiovisual Techniques
 Behaviour Modeling
 Interactive Video

Performance Appraisals:This involves evaluating the performance of quality

assurance manager with the standard set by the executive management of Ufone. In Ufone the
employee fills the performance appraisal sheet by himself which he does online on the MIS
software SAP which uses the graphic rating scale method. At first the employee assesses his
performance by himself; this appraisal is then reviewed by the immediate supervisor in the
presence of the employee whose appraisal is being done. And the same happens in the case of
SM Quality assurance. He fist fill the appraisal sheet by himself online which is then reviewed
by the GM Quality assurance. Performance appraisal is important for Ufone in order to assess
the performance of QA Manager as well as helps in promotion of the managers.
It also serve a useful tool for career planning, provide an opportunity to review the employee’s
career plans in light of his or her exhibited strengths and weakness.Ufone uses to MBO is a
method of performance appraisal in which managers or employers set a list of objectives and
make assessments on their performance on a regular basis, and finally make rewards based on
the results achieved. This method mostly cares about the results achieved (goals) but not to the
way how employees can fulfill them.

Job Purpose:

This position is responsible for devising organizational learning strategy in consultation with the
Head of Organizational Development, oversee its implementation and measure results in order to
assess alignment with the departmental and organizational strategy.

The incumbent also has to strategize, design, implement, and manage the performance
management process, it’s communication, associated training while overseeing performance
management and learning platforms.

Job Responsibilities:

 Identify and assess future and current training needs through multiple sources like annual
performance appraisals, job descriptions, and consultation with line managers etc.
 Create and execute learning strategies and programs.
 Research, design and implement learning initiatives that ensure delivery of learning
outcomes.
 Monitor and evaluate training program’s effectiveness, success and ROI periodically and
report on training metrics.
 Assist targeted learning by tailoring learning initiatives related to specific organizational
requirements.
 Maintain a keen understanding of training trends, developments and best practices and
capitalize on opportunities for the organization’s benefit.
 Track budgets and negotiate contracts.
 Manage the ongoing performance management process within the timelines
while ensuring that the management and employees are well informed, trained
and coached on all aspects of performance management cycle.
 Work with the Talent Manager to design performance review/calibration sessions to
ensure objective talent decisions are made in a fair and transparent manner.
  Guide business managers on writing performance reviews and holding meaningful
ongoing conversations with their employees.
 Conduct an assessment of technology options, identifying the right solution that will
drive the strategy, and implement that technology in a way that will balance with other
HR Systems.

Designation Level:

 Manager

Reporting to:

 Head of Organizational Development

Education (Qualification / Certifications)

 Minimum graduation, preferably business graduate, psychology or relevant

area of education

Years of Experience:

 Minimum 5 Years of Experience in relevant field.

Skills and Expertise:

o Proven experience as an L&D Manager, Training Manager or similar

o Current knowledge of effective learning and development methods
o Familiarity with e-learning platforms and practices
o Proven ability to write content for any platform e.g. blog, training content etc.
o Proficient in MS Office and familiarity with Learning Management Systems
(LMS)
o Excellent communication,negotiation,analytical skills, customer
focus, time management, planning & organizing skill
o Certified Trainer through any well reputed organization
 o Communication Skills

Employment Type:

 Permanent

 HR PLANING AT UFONE
As Human Resource Management plays a vital role in the success of any organisation as
same case with the HR department of the Ufone as well. They should be able to forecast and
meet the future demands of the human resources. As the competition among the telecom
companies are much tougher, therefore employees are less concentrate on their job and are
less loyal towards the company.Ufone is aware of the fact that their employees can leave the
job whenever they get the opportunity, therefore they do not have a formal strategy for
succession planning although they prefer to recruit internally whenever the opportunity
arises. They do develop employees for there career planning but their is no formal succession
planning as such practiced by Ufone. For the existing employees they make sure to give them
incentives like bonuses, paid leaves, medical facilities and friendly environment to motivate.
In order to achieve the strategic goals. most of the time they promote the employee within the
organisation to fill the vacant vacancy according to their performance by using their database
which is known is Human Resource information System.(HRIS)

Critical Evolution:
 The drawback of their HR planning is that they do not practice succession planning due
to this employees are less concentrate on their job.
 The drawback of their HR planning is that their is solution to overcome the workload on
their employees.

Recruitment: “Recruitment is the process of finding and attracting a capable pool of

applicants.”

There are two types of recruitment takes place in any organisation, one is internal recruitment
which almost every company follows, because it generates healthy competition among the
employees as well as motivates them to work hard in order to achieve the strategic goals, and
second is external recruitment.
Recruitment at Ufone:
The HR department of Ufon provides many monitory and non monitory incentives to the
existing employees to motivate them in such a way that they can work hard towards the
achievement of organisational goals. As the turnover in the company is quite often due to
workload on the employees, therefore the employees prefer to leave the organisation
whenever they get the right opportunity. To over come these issues the HR department hire
the new employees to fulfil the vacant place.

Internal Recruitment
For the top and middle management they do prefer to promote some one with in the
organisation by analysing their performance from their central data base. As internal

Recruitment make a healthy competition among the employees and motivate them in such a
way that to perform their assigned duties to achieve the organisation goal.

External Recruitment
To employ the enthusiastic and potential candidates from the labour market the HR
department using various techniques and tools to hire the applicants for the proposed job.
They also discuss and take the ideas of the supervisors and managers of the relevant
department when they are going to make the job description along with job specification.
They are using the following methods of recruitment.

Referrals:
Ufone gains added advantage by advertising the job internally i.e. the current employees of
Ufone can pass on the information to their relatives and friends. This is t valuable source of
advertisement.

Advertisement:
The HR department hires the services of “interflow”, an advertisement agency, to propagate
their service and company for them. They also take the benefit of the web designer etc.

Private employment agency:

As the private employment agencies collect the information about employed and unemployed
people skills and knowledge .these agencies tries to find right applicant for the proposed job.

Critical Evaluation:
  Due to lack of proper advertisement they are unable to fond suitable people for their
company.
 They are not following the lead the market pay strategies due to which they are suffering
from high turnover.

SELECTION PROCEDURE:
 “Selection is the process of decision weather to hire or not to hire an applicant”.
 (Class Lecture).
 The HR management decides on the length of short list, which is normally not more than
five or six applicants maximum. If they are short of time they involve the supervisors and
managers of the relevant department to span of time. Apart from time
 They do this to take there point of view as well. They looked at to the following things
while reading to application.
 Is the applicant meets the requirements for the job?
 Is their any unexplained employment gaps?
 Is the applicant will be future asset of the organisation?
 The quality of presentation.
 Those who meet the requirements of job specification are called for the online evaluation
test; those who pass the test are then called for the interviews. The date and time are
given for the interviews. The interviews are designed in such a way that personality and
ability of the applicant can be judged. After the interviews the set of panellist screened
the results in order to minimize the chances of error.

Critical Evaluation:
They do not have a specialist people to evaluate the online test and furthermore selection should
be free of biasness due to corrupt society.

Development Methods
 With the population of 170 million people the Pakistani mobile market has a great
potential, with an annual increase rate of 140% in subscribers. It is absolutely raising star
in the Asia telecom market.
 The development of an organisation and human resources skills, abilities and knowledge
is purely done on the basis of organisation set goals SWOT analysis of an organisation
and keeping in view the strengths and weakness of your competitors. The top
management of Ufone and make strategic plans including developmental methods. The
HR then formulates strategies and policies to achieve the organisational goal.

Developmental methods used in Ufone

 Ufone is currently following “Internal growth policy”. As it is the second largest telecom
company operating in Pakistan. The Company is mainly focusing on market development
 that is they are expanding their network to capture large market share. For that in
September 2006, Huawei was awarded by Ufone a $550 million contract.Huawei would
provide future oriented Gnerg GSM solution, including new generation GSM BTSs,
intelligent network system, to complete a network expansion project covering over 1,500
cities, towns, villages, and all major highways over the country.furthmore, the new edge
based network would enable subscribers to enjoy high speed wireless data services, along
with that they are also doing human resource development such as training and
development, organisational developmental, human resource planning and human
resource information system in alignment of strategic goals of
organisation.(www.docstoc.com).
 The HR department always keen to develop the skills, abilities and knowledge of the
employees to be able to do their assigned work easily. To achieve these objectives they
give “on job” and “off job” training to their employees and senior management.

On job training:
Basically there are two types of on job training has done in Ufone. One is when they hire
new employee with the condition that they will not leave the organisation for a specific
period of time, which is according to them have positive results. The second is done after the
evolution of the employees. They assess and gave the training according to the needs of each
employee.

Off job training:

Basically off job training has done for the senior management of organisation. It may be in
the form of workshop, seminar and etc.Recently a workshop was held in Islamabad, the focus
was to equip them with the latest knowledge in “MS OFFICE”.

Critical evaluation
 They outsourced technological development for which they are paying huge money
rather than going for future product development.
 There should be no training condition while hiring the new employees.

Suggestions of functioning HR
 The HR should adapt new “ERP “software to be able to promote the right employee
within the organisation at challenging role.
 They should introduce the overtime system to decrease the turnover in the organisation.
 They should have a formal succession policy in the organisation.
 The HR department should improve in the forecast of various human resources demand
and should be able to predict the areas within the organisation where there will be future
labour shortage or surplus especially in customer service.
 The HR department try to recruit people externally rather than outsourcing.
  They need to concentrate on “on job training” as well without any condition.
 The HR department try to increase the facilities and incentives to keep the employees
motivated.
 The department needs to know the limitations of the labour market as well.
 The interviewing panel should be consisting of experience and independent people in
order to hire right employee without any biasness.
 They should improve the advertisement method as it will help them to attract the
potential applicants.

Conclusion
We have completed our project of performance management system of ufone.The HR
department of Ufone has been re-organized in2005, there is still a long way to go for achieving
the competitive advantage. Although the strategies they are adopting are good and they are
doing hard work to increase the performance. But they still need further improvement for the
satisfaction of their employees and best utilization of human resources so in return they would be
able to increase their market share.