Management

PROJECT REPORT
STUDY OF HUMAN RESOURSE MANAGEMENT
IN TELECOMMUNICATION

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Contents
 Group introduction

 Acknowledgment

 Dedication

 Research methodology

 Introduction to HRM

 Introduction to telecommunication

 Survey Questionnaire of HRM

 Analysis of Mobilink HRM department

 Analysis of Warid HRM department

 Analysis of Ufone HRM department

 Analysis of Telenor HRM department

 Analysis of Zong HRM department

 Conclusion

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Group members Roll #

Zonash Ghaffar 41

Sameen Sajjad 42

Benish mukhtar 43

Hafeez-ul-khan 16

Rana Waqas Ahmad Khan 29

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ACKNOWLEDGMENT

All acclamation to Allah who has empowered and enabled us to accomplish the task
successfully. First of all we would like to thank our Allah Almighty who really helps us in every
problem during the project. We would like to express our sincere and humble gratitude to
Almighty who’s Blessings, help and guidance has been a real source of all our achievements in
our life.

We would like to admit that we completed this project due to parents who pray for our success.

We also wish to express our appreciation to our supervisor SIR. SHAHID TUFAIL who helps us
and introduce us to new dimensions of knowledge.

Last but not the least our team efforts, support, cooperation and encouragement showed by each
member in the group with each other.

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DEDICATION

Our PROJECT is dedicated to our beloved Parents, teachers, brothers, sisters and
all of our-selves.

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RESEARCH METHODOLOGY
The research techniques that are adopted for the purpose of this study are as follows:

Primary Data Collection

Formal Interview

The formal interview include people from management in telecommunication and their name are

 Amjad Rasheed, regional Incharge Administration of MOBILINK

 Mohammad Kamran Business Center Manager of WARID

 Faisal Hamraz HR Officer of UFONE

 Mohammad Abdullah Hameed Khan senior HR Officer of ZONG

 Mohammad Amir sales Manager of TELENOR

Limitation
One of the major limitations while carrying out this research was the lack of cooperation on the part of
the management in providing the data regarding the company and its policies.

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Introduction to HRM
 The management function that deals with recruitment, placement, training, development of
organization members.
 HRM is a process for staffing the organization and sustaining high employee performance.
 HRM can be defined as all the practices, systems and procedures implemented to attract,
acquire, develop and manage human resources to achieve the goals of an organization.
 Simply it is managing the employment relationship

Components of a HRM System

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Introduction to Telecommunication

 Every organization, whether it is a multinational, private business, government offices, etc.

depend on its people. These people working as General Managers must be trained and kept
motivated, offered good working environment and must be acknowledged at work.
 Telecom industry is growing in Pakistan, with new companies getting license the competition
is tough as a result the consumer is getting benefit and enjoying cheap call rates. With a
population of 15 million countries, telecom is one of the best revenue generated industry. As
voice over IP, web conferencing and online video sessions are becoming popular these
companies have bright future ahead.

The main telecommunication industry in Pakistan is

• Warid
• Zong
• Ufone

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• Mobilink
• Telenor

Mobilink GSM in context with HRM

Mobilink has a very well defined and structured department and its various policies of keeping
each employee productive part of the organization are intoned with the corporate worlds
requirement.
Employees in the company are largely committed to their organization and have shown progress
in the company. Employees are satisfied with the HR department of Mobilink GSM Company.

Main functions of HRM in MOBILINK

 Hiring and firing
 Training & development
 Compensation & benefits
 Performance appraisal

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Changes have been brought in MOBILINK due to HRM

 Vision
 Mindset
 Cultural relations

Issue arisen from management perspective of MOBILINK due to HRM

No issue occurs in MOBILINK regarding HRM because in MOBILINK there is no favoritism &
they have a strong corporate culture in their organization. If any issue occurs then it would be on
the basis of salary.

Planning Procedures of Mobilink GSM

 At Mobilink, our belief is that "Our people are our greatest asset”. We take great pride in
acknowledging the contribution each one of us makes.
 We focus on People Development and for that we ensure
• Staff Mobilink with world class Professionals and ensure that the right systems are in place
to encourage them to develop to their full potential.
• We aim at making Mobilink a great place to work

Sources for selection and recruitment

 Online recruitment
 Newspaper
 Internal Search
 Advertisement of a job vacancy.
 Current Mobilink Employees
 Employment Agencies and consultants
 interviews
Selection Criteria of Mobilink GSM
 Information regarding the qualifications and job description is provided by the company to
identify suitable candidates.
 Candidates are supposed to complete the Pre-Employment forms and then the HRM
department conducts the interviews and tests which are discussed in previous slides.
 Jobs are planned

Orientation criteria of MOBILINK GSM

 With the first week of the employment employee go through Department orientation.

Training criteria of MOBILINK GSM

 They conduct training sessions
 Train both internally and externally internal training is 75% and external is 25% their main
focus is on employee training. They spent maximum of their budget in their training sessions
for the career development of employees.

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Performance measurement/appraisal in MOBILINK

For measuring performance MOBILINK have E-mail system or electronic appraisal system
through this they can measure performance of their employees.

Process of performance appraisal in MOBILINK

For appraisal MOBILINK have electronic appraisal system for it firstly
 All employees fill multiple question form
 Then line Manager review it
 Signed it
 After this the form will send to Director
 He give approval
Compensation & benefits criteria in MOBILINK
MOBILINK give
 Medical facilities
 Allowances
 Provident fund
Important information of MOBILINK
In Mobilink HRM also participate in strategic decision making. Approximately 5000 people are
employed in MOBILINK organization in which 95% are of males and 10% are of females.
Minimum salary starts from 20000/-
The scope of HRM function increased in MOBILINK during last 3 years. MOBILINK Also
using 360 DEGREE approach and no workforce diversity exist in MOBILINK because their
culture is very strong.
The turnover ratio in MOBILINK is maximum from technical department. And every employee
have right to share their problems openly.

WARID in context with

HRM

Warid has a very well structured

department Employees in the company are largely committed to their organization and have
shown progress in the company. Employees are satisfied with HRM of WARID because WARID
give them many facilities to communicate, to give feedback freely.

Main functions of HRM in WARID

 Hiring
 Training & development
 Compensation & benefits
 Performance appraisal
 Customer care

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Changes have been brought in WARID due to HRM

 Employee motivation
 Employee satisfaction

Issue arisen from management perspective of WARID due to HRM

 Determination
 Motivations for this HR manger give motivational sessions to employees.

Planning Procedures of WARID

 We focus on People Development and employee motivation so we plan all our activities by
focusing on that points

Sources for selection and recruitment

 Online recruitment
 Internal Circulation
 Advertisement of a job vacancy
 Employees Referrals
 Interviews

Selection Criteria of WARID

 Jobs are planned
 Warid mainly focus on internal selection for example if any vacancy available in Warid for
this they firstly focus on internal employees then the option would be external selection

Orientation criteria of WARID

 Orientation is given to every employee who is new in WARID

Training criteria of WARID

They give training to employees both internally and externally but 80% focus is on internal
training and 20% on external training.
The training methods WARID used are
 Out sourcing
 On the job training
 Daily training

Performance measurement/appraisal in WARID

Performance is measured on the basis of
 Annual appraisal
 Monthly appraisal
Process of performance appraisal in WARID
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To measure performance firstly evaluates performance that is viewed by line manager.

After that HR review it and issue a performance letter.
Compensation & benefits criteria in WARID
WARID give
 Medical facilities
 Provident fund
 Gratuity Fund Employee old age benefits
 Annual leaves

Important information of WARID

HRM participate in maximum strategic decision making of WARID. Approximately 4000 people
are employed in WARID organization in which 60% are of males and 40% are of females.
Minimum salary starts from 15000/-
The scope of HRM function increased in WARID during last 3 years. WARID using 360
DEGREE approach.
The turnover ratio in WARID is 4% to 5 %.to motivate employees Warid organize sports week,
reward ceremony & training.

UFONE in context with HRM

The HR department of UFONE is very strong because all their employees are committed to their
work.
Main functions of HRM in UFONE
 HR operation
 O.D
 HR services
 Recruitment
 HR budgeting and planning
 Compensation and benefit

Changes have been brought in UFONE due to HRM

 Extrinsically motivated employees but for UFONE intrinsic are more important
 Employee satisfaction

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Issue arisen from management perspective of UFONE due to HRM

 Pay-roll
 Employee satisfaction
 Training

Sources for selection and recruitment

 Initial interviews
 Written test for technical department
 Employee referrals
 Website

Selection Criteria UFONE

 Jobs are planned
 UFONE mainly focus on internal selection

Orientation criteria of UFONE

 Orientation is given to every employee who is new in UFONE

Training criteria of UFONE

They give training to employees both internally and externally but 10% focus is on internal
training and 90% on external training.
The training methods UFONE used are
 On the job training
 TNA(Training need analysis)
 International training

Performance measurement/appraisal in UFONE

Performance is measured on the basis of
 Annual appraisal
 Monthly appraisal

Process of performance appraisal in UFONE

UFONE having 6-month objectives then evaluation would be done by mutual understanding of
both employees and line manager.

Compensation & benefits criteria in UFONE

UFONE give

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 Medical
 Gratuity fund
 Incentives
 Bonuses
 Recognition
 Appreciation

Important information of UFONE

HRM participate in maximum strategic decision making of UFONE. Approximately 4500 people
are employed in UFONE organization in which 90% are of males and 10% are of females.
Minimum salary starts from 25000/-
The scope of HRM function increased in UFONE during last 3 years. UFONE using 180
DEGREE approach.
The turnover ratio in UFONE is 3% to 4%.To motivate employees UFONE organize employees
events, sports, anniversaries & toast master to increase presentation skills.

ZONG in context with HRM

The HR department of zong very strong because all their employees are motivated towars their
work and organization.
Main functions of HRM in ZONG
 Recruitment
 T&D
 Compensation and benefit operation department

Changes have been brought in ZONG due to HRM

 Employee development
 Employee appraisals

Issue arisen from management perspective of ZONG due to HRM

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 Employee satisfaction

Sources for selection and recruitment

 Online selection
 Adds
 Interviews
 Personal references
 Assessment test for call center

Selection Criteria ZONG

 Jobs are planned
 ZONG focus on internal selection as well as external selection

Orientation criteria of ZONG

 Orientation is given to every employee who is new in ZONG

Training criteria of ZONG

They give training to employees both internally and externally but 50% focus is on internal
training and 50% on external training.
The training methods ZONG used are
 On the job training
 International training(china)

Performance measurement/appraisal in ZONG

Performance is measured on the basis of
 Annual appraisal
 6 -MONTH appraisal

Process of performance appraisal in ZONG

Online appraisal system, managers and employees mutually understand appraisal then HR
review it and give final approval
Compensation & benefits criteria in ZONG
ZONG gives
 Medical
 Bonuses

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 Allowances
 Travelling facilities

Important information of ZONG

HRM participate in strategic decision making of ZONG. Approximately 2000 plus contractual
and permanent both. People are employed in ZONG organization in which 70% are of males and
30% are of females. Minimum salary starts from 20000/-
The scope of HRM function increased in ZONG during last 3 years. ZONG using 360 DEGREE
approach.
The turnover ratio in ZONG is 4% to 5%.To motivate employees ZONG organize sports,
occasional trips and informal meetings.

TELENOR in context with HRM

Main functions of HRM in telenor

 Recruitment
 Operation
 payroll

Issue arisen from management perspective of Telenor due to HRM

No issue.

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Sources for selection and recruitment

 Online selection
 Job fairs

Selection Criteria Telenor

 Jobs are planned
 focus on internal selection

Orientation criteria of Telenor

 Orientation is given to every employee who is new in ZONG

Training criteria of Telenor

They give training to employees both internally and externally but 70% focus is on internal
training and 90% on external training.
The training methods telenor used are
 On the job training

Performance measurement/appraisal in Telenor

Performance is measured on the basis of
 Annual appraisal
Process of performance appraisal in Telenor
appraisal system, managers and employees mutually understand appraisal then HR review it and
give final approval

Compensation & benefits criteria in Telenor

Telenor gives
 Medical
 Insurance
 Bonuses
 inentives

Important information of Telenor

HRM participate in strategic decision making of telenor. Approximately 3000 plus contractual
and permanent both. People are employed in telenor organization in which 80% are of males and
20% are of females.
The scope of HRM function increased in telenor during last 3 years. Telenor using 360 DEGREE
approach.
The turnover ratio in telenor is 4% to 5%.To motivate employees they organize sports,
occasions. And employee have right to share their problems with HR department regarding any
situation.

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Analysis through pie charts presentation

1. Approximately number of Males who are employed in

Mobilink, Warid, Zong, Telenor & Ufone?

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Malespercentage

Ufone
23% Mobilink
24%

Zong Warid
18% 15%
Telenor
20%

2. Approximately number of Males who are employed in

Mobilink, Warid, Zong, Telenor & Ufone?

FemalesPercentage
Mobilink
9%

Zong
27%

Warid
37%
Telenor
18%
Ufone
9%

3. What is the turnover ratio in Mobilink, Warid, Zong,

Telenor & Ufone?

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TurnoverRatio

Telenor Mobilink
21% 16%

Warid
21%
Zong
26%
Ufone
16%

4. Approximately what percentage of employed has received training

internally in Mobilink, Warid, Zong, Telenor & Ufone?

training%Internaly

Ufone Mobilink
25% 21%

Zong Warid
14% 23%
Telenor
17%

5. What is the percentage of HR function increase in scope and working in

Mobilink, Warid, Zong, Telenor & Ufone?

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120%

100%

80%

60% HR
working
40% HR
scope
20%

0%
Mobilink Telenor Zong Ufone Warid

Conclusion
By completing this survey we came to conclude that HRM department is the main department of
all telecommunication industry but according to our survey WARID, UFONE & MOBILINK
have very well established department of HRM among others and their all employees are get
motivated and satisfied with HRM department. On the other hand ZONG is also focusing on the
betterment of HRM department. All these telecommunication industries focus on employee
satisfaction and motivation for this they conduct training sessions give incentives and all kind of
benefits that retain their employees.
HRM play very important role in all activities so every industry focuses on its function and scope
for the betterment in present and future.

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