About Ufone

Ufone is a Pakistani Telecom Company with its presence in all the major cities of Pakistan along with a comprehensive
coverage across all major towns, villages and tehsil headquarters of the country. The company employs more than
3,850 people and operates with a network of more than 320 franchises and company-owned customer service
centers along with a distribution network of 150,000 outlets nationwide.

As the world of telecommunications advances, Ufone promises its customers to stay ahead, developing and evolving,
to go beyond their expectations, because at Ufone, it's all about U.

Mission Statement

To be the best cellular option for U.

Values at Ufone:

We see ourselves as responsible individuals and believe that trust forms the foundation of every strong relationship.
Every day, we aim to further strengthen this trust by living our values, and following through on our commitment to
succeed together. We believe in an empowered workforce, where our people have the freedom to make their
decision in light of our culture and values. These values are the building blocks of our daily interactions between us,
our stakeholders and our customers. Our core values are the pillars upon which our organizational culture and
business practices are based. We call this the Ufone Way, and it is all about translating our basic cultural ingredients
into our lifestyle.

Our values are:

• Leadership with Passion

We believe in leading by example, and taking responsibility for our mistakes. We aim to stay accessible and
helpful, using dialogue as influence and not authority.
• Teamwork & Innovation
We encourage open communication and interaction, and recognize team members for their contributions.
We acknowledge ideas without prejudice and share knowledge freely across functional boundaries.
• Entrepreneurship, Freedom with Responsibility
We help each other in refining ideas, by asking questions and taking everyone's point of view. This helps us
in understanding our customers better, and in understanding how our individual roles contribute towards
organizational success.
• Humility in Relationships
We respect each other and are always there to help. We believe in ourselves and care about what is
important to each one of us, always being there with support where needed.
• Commitment with Fun
We stay calm under pressure and celebrate our successes, no matter how tiny they may be. We are proactive
and enthusiastic, and face every challenge with a smile. Each one of us brings something special to Ufone,
and that is what defines our culture.

To safeguard our reputation and our brand, we hold ourselves at the highest standards of ethical behavior that go
hand in hand with the highest of accountabilities.
Organizational Structure at Ufone:

CEO & Board of

President Directors

CFO CHRO CSO CTIO CCO CIAO

Human Resources Department at Ufone:

Ufone considers their employees to be the asset of the company, so in order to retain their employees following
practices are followed in the company.

Recruitment & Selection

Orientation

Performance Appraisal
Performance
Training & Development

Compensation & Benefits

Management System
Current Objectives of the Performance Management System at Ufone

Input from
Ensuring
Aligning Identifying Providing multiple
Setting an employees
goals across Determining training and data for source on
individual’s get coaching
the merit pay developmen promotion worker
goal from
company t needs decision performanc
managers
e
Performance Appraisal Process:

Performance Appraisal Method used by Ufone:

• Ufone is using 180-Degree Performance Appraisal Method.

• A 180-degree feedback is where your raters are at the same level as you (peers or colleagues), and a
person you report to.

• In UFONE, performance of an employee is appraised twice a year. Once in June while other in December.

• In the questionnaire there are five sections and in each section there are five questions related to the
performance of employee. There are total 100 points from which an employee gets.

Rewards Related to Performance:

• There is a reward related to performance of the employees. For “Customer Facilitation Agents” their 50%
pay is based on their performance which is assessing every month by their managers.

• For all other employees, after the completion of the annual performance appraisal, employees are divided
into different performance grades i.e. Outstanding, Exceed Expectations, Meets Expectations, Below
Expectations.

• Different quotas are allocated to each performance grade i.e. 3 salaries at OS, 2 salaries at EE, 1.5 salary at
ME etc.

• Hence, annual bonus is the reward for performance.

Samples:
Ratings & Grades
Behavior 20%
Results 80%
Total 100%
Grades:

Outstanding 95-100
Exceed Expectations 85-95
Meets Expectations 70-85
Below Expectations Below 70
Compensation Responsibilities of Ufone HR Department:

• Designing and installing job evaluation program, pay structure, analyzing jobs, maintaining suitable
records, wage and salary surveys of the market.

• Health and Safety programs (Medical facility).

• Employee relations (hours of work, conditions of employment, negotiation, contract interpretation and
administration, complaint handling, allocation of overtime).

• Benefits and Services (insurance programs, Transportation facility, sick leave pay plans, loan funds, Yearly
bonus programs along with special bonuses for achieving high targets).

Critical Evaluation:

• More than 55% of employees in Ufone are contractual based employees and they don’t enjoy same perks
and benefits as permanent employees do.

• Low intrinsic motivation exists in Ufone.

• Issues exists in Payroll department of Ufone, employees become frustrated and reserve their optimal
input.

• 180-degree feedback. May be hurdle for some jobs

• Twice a year performance evaluation. May demonstrate unrealistic results

• Compensation in return of performance appraisal. Not suitable as per some employee’s opinion

• Complex and un achievable goals stops employee promotion and effect organization performance.

Gaps:

• Ufone has a rigorous and comprehensive Performance Management System.

• 55 % of employees are on contractual base and they are not getting any benefit and compensation
because of PMS criteria.
• Performance management is considered as performance appraisal.
• Practise only twice a year.
• No link of succession with performance management system.
• Just a HR practise nothing more that.

Recommendations for New PM System

• Creation of a digital portal for performance evaluation i.e. Conversion of a Paper based system to a Digital
Platform
• Rather than just a digital web-based platform accessible only on the company’s intranet, we propose an
app-based solution for this.
• Mobile Applications working on both Andriod, Apple operating soft wares should be created for
performance evaluation.
• This will help make information accessible, anywhere and anytime.
• Help people away from for leaves or business work (in a remote location) to complete performance
appraisal exercises on time.
• Ensure submission of quality objectives, not just filling objectives for the sake of it.
• Adoption of a more organic approach, rather than dictation from top.
 • Optimal Resolution of all Manager – Subordinate Issues/Conflicts.
• Observance of strict routine for timely roll out of Performance Management Exercise.
• Ethical Execution of Performance Management Exercise.
• Exclusion of vague Behavioural Aspects of Performance Management Exercise.
• Top Down Translation of Company Goals and Objectives to Departmental and Team goals.

Developing Competency based PM System:

1. Planning
2. Communication
3. Define Job types and Competency
4. Identify Skill Gaps
5. Rating Criteria 360 Degree
6. Ensure Alignment with Other HR Systems
7. Allocation of Smart Goals
8. Performance Agreement
9. Coaching
10. On Going Feedback
11. Closely Monitor and Evaluate
 Sample Performance Rating Form
Employee’s Name
Manager’s Name
Key Work Responsibilities
1.
2.
3.
4.
Behavioral Assessment of Competencies
Communication
1 2
Below Expectations
Even with guidance, fails to
prepare straight- forward
communications, including
forms, paperwork and records,
in a timely and accu- rate
manner; products require
minimal cor- rections.
Even with guidance, fails to adapt With guidance, adapts style and
style and materials to
communicate straightforward
information.
Organizational Know-How
1 2
Below Expectations
<performance standards
appear here>
Personal Effectiveness
1 2
Below Expectations
<performance standards
appear here>
Level: Entry-Level Employee
Results/Goals to be Achieved
1.
2.
3.
4.
3 4
Meets Expectations
With guidance, prepares
straightforward com-
munications, including forms,
paperwork and records, in a
timely and accurate manner;
products require minimal
corrections.
materials to communicate
straightforward information.
3 4
Meets Expectations
<performance standards
appear here>
3 4
Meets Expectations
<performance standards
appear here>
5
Role Model
Independently prepares
communications, such as forms,
paperwork and records, in a
timely, clear and accurate
manner; products require few, if
any, corrections.
Independently adapts style and
materials to communicate
information.
5
Role Model
<performance standards
appear here>
5
Role Model
<performance standards
appear here>
Teamwork
1 2 3 4 5
Below Expectations Meets Expectations Role Model
<performance standards <performance standards <performance standards
appear here> appear here> appear here>

Achieving Business Results

1 2 3 4 5
Below Expectations Meets Expectations Role Model
< performance standards <performance standards <performance standards
appear here> appear here> appear here>
Results Assessment
Accomplishment 1:
1 2 3 4 5
Low Moderate Impact High Impact
Impact The efficiency or effectiveness The efficiency or effectiveness
The efficiency or effectiveness of operations improved quite of operations improved
of operations remained the a lot. tremendously.
same or improved only mini-
mally. The quality of products The quality of products improved
improved quite a lot. tremendously.
The quality of products
remained the same or
improved only minimally.

Accomplishment 2:
1 2 3 4 5
Low Moderate Impact High Impact
Impact The efficiency or effectiveness The efficiency or effectiveness
The efficiency or effectiveness of operations improved quite of operations improved
of operations remained the a lot. tremendously.
same or improved only mini-
mally. The quality of products The quality of products improved
improved quite a lot. tremendously.
The quality of products
remained the same or
improved only minimally.

Narrative

Areas to be Developed Actions Completion Date

Manager’s Signature: Date:

Employee’s Signature: Date:

The above employee signature indicates receipt of, but not necessarily concurrence with, the evaluation herein
Benefits of Competency based performance management System:

• Improved Worker Safety and Morale especially contractual employee.

• Reduced Overall Risk of Company
• Skills development of employee.
• 360 Degree assessment improve the skills of employee and built trust level of end user.
• Improved Decision making
• Controls Retention
• Improved Service Quality.

Define/Allocate Smart Goals:

Goals are part of every aspect of business/life and provide a sense of direction, motivation, a clear focus,
and clarify importance. By setting goals, you are providing yourself with a target to aim for. A SMART
goal is used to help guide goal setting. SMART is an acronym that stands
for Specific, Measurable, Achievable, Realistic, and Timely. Therefore, a SMART goal incorporates all of
these criteria to help focus your efforts and increase the chances of achieving your goal.

Suggestions for Low Rating Employees:

• Use number scaling chart to identify

• Training Need analysis to identify the gaps.
• Track Performance on regular basis
• Profession courses to improve their skills
• Personal and psychological development through different training
• Tracking performance and regular reviewing so that provide coaching on regular basis.

Conclusion:

• Ufone has a rigorous and comprehensive Performance Management System.

• Like all companies PMSs, it has its pros and cons.
• It holds many opportunities to improve its system objectively.
• At the same time, it should retain its compensation system linked to performance management
system.
• If our recommendations are incorporated and worked upon, the system will become better and
will also increase employee satisfaction.

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