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Co nte nts
MISSION STATEMENT........................................................................................................................1
Mobilink's Vision....................................................................................................................................2
Mobilink’s History..................................................................................................................................2
Project:....................................................................................................................................................4
Human Resource Planning:.....................................................................................................................4
Recruitment:............................................................................................................................................4
Selection:.................................................................................................................................................6
Orientation and Socialization:.................................................................................................................7
Training and Development:....................................................................................................................7
Motivation Function & Maintenance Function:.....................................................................................8
Compensation and Benefits:...................................................................................................................9
Employee Relations:...............................................................................................................................9
Effects of Globalization on HR process of Mobilink:..........................................................................10
Suggestion:............................................................................................................................................10
Conclusion:...........................................................................................................................................11

MISSION STATEMENT

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

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Mobilink's Vision
“To be the leading telecommunication services provider in Pakistan by offering innovative
communication solutions of our customers while exceeding shareholder value and employee
expectations”

Mobilink’s History
Mobilink GSM, is a telecommunication service provider in Pakistan. According to PTA statistics,
Mobilink has 28.24 million customers by March 2009. Mobilink's Head office is located in Mobilink
House, 1 A Kohistan Road, F-8 Markaz Islamabad.
Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan by
MOTOROLA Inc later it was sold to Orascom, an Egypt-based multi-national company.
Mobilink is the largest cellular service provider in Pakistan. Mobilink's corporate postpaid package is
sold under the brand name "Indigo" and prepaid by the name of "Jazz".
In addition to cellular service, the Orascomm group is diversifying its service portfolio by setting up
new businesses and also expanding through acquisitions. Recently, they started offering DSL
broadband through a wholly owned subsidiary, Link.Net. Company is in place for launch of wireless
broadband service through WiMax based technology.
With a soft launch on 1 July 2008, Mobilink is now the second WIMAX internet service provider in
Pakistan. Currently providing services only in Karachi.
WiMax services will be sold under the brand name "Mobilink Infinity". Technology is backed by
Alcatel, and company is using a ZYXEL Customer Premises equipment.

Pakistan Mobile Communications Ltd, Mobilink GSM (PMCL)

Type Public Limited Company

Genre Subsidiary

Founded 1994

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Founders Motorola USA Headquarters Islamabad, Pakistan

Mobilink House, 1- A, Kohistan Road, F-8 Markaz, Islamabad Area
served 10000 cities, towns, and villages across Pakistan

Key people Rashid Khan, President and CEO

Industry Telecommunication

Products Postpaid Indigo , prepaid JAZZ, Mobilink PCO, WiMAX

Owner(s) Naguib Sawiris

Employees Approx.5000

HRM Strength Approx. 150

Parent Orascom Telecom Egypt

Website www.mobilinkgsm.com

HRM DEPARTMENT:

HR Mission Statement

“To lead the organization in enhancing its human capital and creating a winning
environment where everyone enjoys contributing to the best of one’s ability.”

HR DEPARTMENT SECTIONS:
HR department of Mobilink has three sections.

1. Employee services

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2. OD and Effectiveness
3. Staffing and compensation

Project:
This project will tell you about following HRM practices in Mobilink.
1. Employment Planning
2. Recruitment
3. Selection
4. Orientation and Socialization
5. Training & Development
6. Motivation Function & Maintenance Function
7. Compensation & Benefits
8. Employee Relations

Human Resource Planning:

Human resource planning is the process by which managers ensure that they have the right
number and kinds of people in the right places, and at the right times, who are capable of
effectively and efficiently performing assigned tasks. It is designed to ensure the future personnel
needs will be constantly and appropriately met.

Staff Mobilink with world class Professionals and ensure that the right systems are in place to
encourage them to develop to their full potential. They have a team of professionals who deliver
expertise by participating in business decisions. Human Resource Planning also involves
assessing current Human Resources, estimating the supplies and demand for labor and matching
demand with current suppliers of labor. The two outcomes of this process are recruitment and
decruitment. Because of entrance of competitors in the Telecommunication market Mobilink has
to transform their strategies. Now labor supplies are not enough as it was in the past when
Mobilink was enjoying monopoly. But the remarkable thing is that after the arrival of its
competitors in the market still Mobilink is very much successful in retaining its employees.

Recruitment:

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After human resource planning it is necessary to develop the pool of job candidates in accordance
with a human resource plan this is know as ‘Recruitment’. It can also be defined as,
“Recruitment is the process of locating, identifying, and attracting capable applicants.” General
conditions of recruitment in Mobilink are as follows:

General Conditions:
1. Recruitment is done through human resources Department.
2. An Applicant’s knowledge, skill and aptitude should relate to the position, Education,
Experience, Intelligence test, Interviews, References, Medical test.
3. Initially applicants may submit a hand written/typed application along with a legal bio-data
and 2 passport sized photograph to HR department
4. They are required to fill the standard application from the Company Application.
Sources of Recruitment:
1. Current Mobilink Employees
2. Internal and external Advertisements
3. Data Bank
4. Employment Agencies and consultants

There are two kinds of recruitments Internal & External.

Internal Recruitment:
Internal recruitment is the promotion-form-within concept. If a position is vacant management
look into the organization for a capable employee to fill that position.

In Mobilink internal recruitment is done for the managers of the higher grade and directors. When
a position is vacant, the HR department views the past performance of the people working at
lower levels than the vacant position and chooses the right person who is promoted to that
position. But for the internal recruitment it is necessary that internal candidate has to be a confirm
employees of Mobilink of who have completed a one year of service in their existing designation.
And these selected candidates are required to join the new position after getting clearance from.
supervisor and will be on probation for a period of three months. For the higher management
level internal recruitment is used but if there is no suitable candidate found in internal search then
they go for the external recruitment.

External Recruitment:
When organization locates and attracts candidates outside the organization this is knows as
external recruitment. In Mobilink, the line managers are required to make a requisition form for
the job in which they have to mention their need taking in account the budget for establishment
and salaries for the positions. Role profile for the specified job is also prepared matching up the

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requirement and the grade of the job. Training period is also specified on the requisition form.
The line manager then sends the requisition form and role profile to the functional director for his
approval and then it is forwarded to Human Resource Manager who confirms the availability of
budget. And after this process it is sent to the human resource director for the final approval. After
all these approvals line manager and Human Resource Manager work side by side to prepare
person specifications and advertisement of the job.

There are some guidelines about the external recruitment in Mobilink:

1. No candidate under age of eighteen can apply for the job.

2. Candidates can’t apply for the job if their blood relations work in PMCL-Mobilink.
3. Heads are responsible for hiring procedures.
4. Human resources jointly with the department heads decide the salary range.
5. Minimum qualification must be a bachelor degree.
6. Candidates are required to successfully complete any job related selection test given to them.

Selection:
The process of assessing candidates and appointing a post holder to ensure that the most
appropriate candidates are hired. It is used for optimally staffing the organization. It makes a
process which is known as selection process. It involves following steps.

Selection Process:
1. Initial Screening
2. Completion of the Application Form
3. Employment Test
4. Comprehensive Interview
5. Background Investigation
6. Conditional job offer
7. Medical/physical exam
8. Permanent job offer

In Mobilink after accumulation many applications line managers and Human Resource Managers
screen applications. The HR Department then issues call letters to the short listed candidates for the
interview. A two-member panel of HR and line management conducts interviews focusing on
functional skills and managerial skills. After this interview is passed people applying for different
jobs are tested in different ways. The HR department is responsible for overall administration of the
assessment centre including training of the assessors. The HR department provides details of
remuneration package and terms and conditions of service. The HR department also prepares
appointment letter, service agreement and finalizes other documentation for service record.

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Information regarding the qualifications and job description is provided by the company to identify
suitable candidates.

There is a restriction by the company that the Divisional/Department Head and HRM department
must agree before the final selection of the candidate. After selection the candidate is required to
complete a 3 month long probationary period. HRM department prepares and delivers the
Employment Letters to the employee and obtain signature of him on a copy. Candidates rejected or
kept on file are sent regret letters. Mobilink’s Hiring Committee constitutes following members for
hiring on all the levels: Respective Department Head of Human Resources.

Orientation and Socialization:

For new employees loneliness and a feeling of isolation are not unusual, they need special attention
to put them at ease. That is the reason why most organization used orienting their employees.
Orientation means, “Introduction of a new employee to his/her job and the organization.” And when
we talk about socialization we are talking about the process of adaptation. In the context of the
organization socialization is, “A program designed to help employees fit smoothly into an
organization, also called socialization” Both orientation and socialization is designed to provide new
employees with the information needed to function comfortably and effectively in the organization.
In Mobilink new employee is also welcomed warmly with proper orientation and the new comer
receives both work unit orientation and organization orientation and normally the time frame of
orientation is 10 to 15 days or depending upon the job requirements. Its basic objective is to inform
all new employees with the basic structure and rules of Mobilink.

Human resource Department is responsible for the orientation of new employees. Orientation CD
regarding PMCL, and Organizational charts is provided to the new employee. With the first week of
the employment employee go through Department orientation. All new employees attend a formal
orientation program which includes:

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.

Training and Development:

Training is a process designed to maintain or improve current job performance. Most training
is directed at upgrading and improving an employee’s abilities or skills. While development is

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“A process designed to develop skills necessary for future work activities.” Training is for the
current improvement in the job while developmental program is for improving the skill which
will be used in the future. Both managers and non-managers receive help from training and
developmental program but mostly non-managers are concerned with training while the managers
are concerned with developmental programs. In Mobilink special attention is paid on the
training and development of the employees. The purpose of training is to upgrade the capabilities
and efficiency of all those employees and prepare them for more responsible positions in future.
Mobilink’s management thinks that it is essential to strengthen management and professional
teams at all organizational levels. Mobilink Construct training programs and provides employees
a variety of Job skills, Technical, Clerical and Supervisory and Managerial courses.

Mobilink also pays attention on the development of their employees. In some cases employees
are given amount up to 300,000 to get MBA degree from any HEC recognized University. Both
on the job and off the job training is in practice in Mobilink. In Mobilink, the human resource
department conducts a meeting with department heads at the end of the training program. The
purpose of this meting is to focus on the individual discipline and performance during the training
program. Then on the basis of their performance they give them advance jobs. They fill every
position vacancy with the best qualified person obtained.

Motivation Function & Maintenance Function:

Motivation for employees is as necessary as water for the plant. Motivation is a force that drives
them to work more efficiently and effectively. So, employees should be motivated from time to
time to get maximum out of them. And Maintenance function is necessary for correcting their
mistakes and improving their skills to do the job.

At Mobilink motivating employees is considered as very important part of the performance

management. At customer service centre of Mobilink, they award shield to the best employee as
C.S of the month. This not only motivates the person who is got shield but also create incentive
for other employees to work harder and improve their performance. But in other departments it is
done on an annual basis (from January 1st to December 31st).

No matter wherever you reach whatever you become there is always room for improvement.
That’s why Mobilink gives chance to its junior employees to evaluate their seniors by conducting
360 degree evaluation. The immediate supervisor prepares an annual report in December of each
year of each employee

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

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At MOBILINK the primary sources of performance appraisal are the managers and secondary
sources are employees themselves. Though the peers also give their opinion but it usually does
not have any weightage unless a conflict arises between the manager and the employee.

Workers at MOBILINK are informed of their performance and given the opportunity to express
their opinion over their own level of performance against each competence. This serves the
following two main purposes:

• It enables the reviewer to redefine whether the initial assessment was correct, as circumstances
may exist that the reviewer is unaware of.
• By asking the worker what he sees to be his own strengths and development areas often help to
reduce negative responses and makes planning training needs/inputs activities easier if the person
is able to express for himself the areas in which he feels he can improve.

Compensation and Benefits:

Mobilink has a Department named as staffing and compensation. The role of this department is to
perform the not only staffing function but also deals with compensation of employees. It pays
attention on both extrinsic and intrinsic rewards. Rewards and benefits of the employees depend
solely on merit.

MOBILINK has a set of financial rewards, medical, dental, vision and life insurance, retirement plan,
educational refund assistance, paid vacation days, family and work life balance benefits and profit
sharing plan, Annual bonus opportunities, company cars etc. In Mobilink, Employees get their salary
at time and in case of any delay it does not exceed than 15 days. Managerial employees of the
Mobilink are also provided by Mobilink’s sim and sometimes with mobile set. Some high level
managers are also provided Black Berry set. Employees also get leave when they need them. During
Travel they are also provided with TA DA allowances.

Employee Relations:
In Mobilink employee relations has been good. There are very few conflicts reported. That shows
that employees of Mobilink have maintained friendly environment. They enjoy their work and move
as team and this is the best way to do the job. Female employees of Mobilink do not have to face any
gender discrimination.

Relation of bosses with their subordinates is also very good. They have respect for each other and
also give space to each other. Young employees and experienced ones work together and that is the
best combination for any organization.

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Effects of Globalization on HR process of Mobilink:

Since last two or three decades the world has become the global village. And this globalization is
affecting all the organization. Globalization has made for employees easy to move from one
organization to another even though it is located in different country. It has increased the mobility of
all factors of production specially labors. Multinational companies are targeting those areas of the
world which has potential for them. In this way no organization can maintain its monopoly for longer
period of time.

Similarly when Mobilink came into the scene in 1994 there was no competitor for it. But now it has 3
multinational and one subsidiary of PTCL as competitors. So, that affects their employment planning
to some extent.

Globalization is challenge for human resource department of Mobilink because there is large number
of brain drain occurring in Pakistan and cream of the students leave Pakistan and fly over other
countries where they get more benefits. So, it’s a challenge for the HR department to recruit and
select employees who are good enough and make strategies on how to attract employees towards
their organization. Though employment turnover in Mobilink is not very high but for the future
Mobilink should develop some strategies to retain their employees.

Suggestion:

“Nothing in this world is perfect” so there is always room for improvement. Though Mobilink has a
good HR department but there are some flaws where they can improve. So, here are some
suggestions that Mobilink should consider.

1. Mobilink mostly focus on internal recruitment for the higher managerial level which is good
to some extent but it ignores the potential employees outside the organization who can
perform the job better than those employees. So, Mobilink should focus on external
recruitment sources as well in this way the probability of getting suitable candidate for the
vacant position would increase.

2. The timing although is 9 am to 5 pm, but in actual the normal employee leaves his office not
before 6 am. This is a bit too harsh for the employees because this timing can disturb their
work-life balance. Excess of every thing is bad so Mobilink can make it employees happier
by reducing the time span by one hour.

3. Due to entering of new companies in cellular industry the competition has been enhanced.
Like other areas HR departments is facing the threat of employees switching from Mobilink
to other companies Though it is not very alarming yet but Mobilink should be prepared for
any new arrival of any company in market and should have a strategy in its pocket to retain it
employees and avoid switching.

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4. HR department of Mobilink has three main zones; North, South, Central zone which is not
enough. As employees are growing in number so the HR department should be more effective
as well and the central zone should be divided into two zones. This may help the HR
department to work efficiently in the future.

5. The company can discover great potential through the future graduates as every generation is
being taught in more effective manner that leads to better growth. Being a leading company in
the employment rankings of Pakistan Mobilink can recruit the “cream of graduates” every
year and utilize their improved knowledge and abilities. In this way they can also contain
brain drain from Pakistan.
6. Certain non financial rewards such as “employee of the year” should be used as motivation
tool are properly. And it should be effectively communicated to the employees regarding their
importance. And such awards should be introduced at lower level as well.
7. As Pakistan has large number of persons who want to do part time jobs. Mobilink should have
some part time jobs in call centers etc. In this way Mobilink can hire them and can get benefit
of them. They would be available at lower cost than others.
8. Mobilink should setup goals to motivate and focus employees. When goals are poorly or
improperly set employees would not be motivated to achieve that one. So, Mobilink should
try to give their employees good, measurable and realistic goals. That would prove to be an
effective tool for motivating employees.
9. To make their employees more compatible and competent Mobilink should train their high
level employees by sending them abroad. This may appear as very costly and useless thing in
the short run but in the long run these employees can not only benefit the organization but
also can train employees within the organization.
10. There should be proper procedure defined for whistle blowing to avoid any kind of corruption
in Mobilink.

Conclusion:

Since the establishment of Mobilink GSM in 1994, it has

enjoyed monopoly for many years but it ended with the
arrival of multination and local companies which hit the
profitability of the organization. However Mobilink still
enjoys the large share in the telecommunication industry.

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Mobilink’s employees have a higher motivation level

which has resulted in reduced employee turnover. In short
we can say that Mobilink has a very good HR department
like its other departments and its role in the success of the
organization is significant. But it has some flaws which
though very minor but can affect the organization. So, by
removing these flaws and incorporating our suggestions
Mobilink GSM can improve more and can get more
success.

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