Human Resource Management

HRM PROJECT
U-FONE

GROUP MEMBERS:
M Zain Ul Abidin Khan
Sajeel Zaman Khan
M Ahmed Qureshi
Farhan Anjum
Syed Hassan Raza
M Waleed Qasim

Submitted to: Sir M Akram

EXECUTIVE REVIEW:

Ufone is the most important association in the cellular business. They

contain experienced & highly qualified employees. Ufone. There is
unwrap policy existing at Ufone. They truly think about their human
resources and for the development of HRD, they endlessly perform
training workshops, which are both on and off the job. They do there
staffing advertisement through online and newspapers. They use both
internal and external recruitment. All the recruitment and hiring is
done from the head office.

The approach of administration at Ufone is special from the

conventional organizations, Ufone has implemented participative
management. This form of administration generates a sense of
supervision among the employees. There are no working women
concerns in Ufone, and women are in good percentage of the total
work force of Ufone. The Hr department at Ufone also manages
grievance.
Ufone provides perfect setting for employees to work professionally to
gain knowledge and to put in value to the organization.

They are using a Human Resources Information System, which is

an immense mark for any organization particularly like Ufone who
are through their expansion. They do screening interviews, service
tests, jobs propose etc for the scheduled time. They also give their
new entrants orientation so that they get familiar with the
environment of the organization. The immediate supervisor
evaluates performance. The try-out time is 6 months. There are no
mergers in the organization.

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Company Information

Pakistan Telecommunication Corporation Limited (PTCL) that started its

operations in January 2001 under the brand name Ufone. As a result
of PTCLs privatization, Ufone became a part of the Emirates
Telecommunication Corporation Group (Etisalat) in 2006.
Since its inception, Ufone has focused on the people of Pakistan,
empowering them with the most relevant communication modes and
services that enable them to do a lot more than just talk, at a price
that suits them the most. Along with the claim of lowest call rates,
clear sound and best network, Ufone offers its customers simplified
tariffs with no hidden charges. With a strong and uniquely humorous
communication direction that has now become Ufones signature
across all advertising media, Ufone gives its customers many reasons
to smile.
This customer focus and best offering has allowed Ufone to build a
subscriber base of over 20 million in less than a decade. Ufone has
network coverage in 10,000 locations and across all major highways of
Pakistan. Ufone currently caters for International Roaming to more than
288 live operators in more than 160 countries. Ufone also offers
Pakistans largest GPRS & BlackBerry Roaming coverage available with
more than 200 Live Operators across 122 countries. More recently,
Ufone has become a focused and intensive leader in VAS, constantly
introducing innovative services, which have been the first of their kind
in the Pakistani cellular industry.
As the world of telecommunications advances, Ufone promises its
customers to stay ahead, developing and evolving, to go beyond their
expectations, because at Ufone, its all about U.

Mission Statement

To become the best cellular option

available in the country for you.

Environment
The setting at Ufone is not like conventional business working in
Pakistan. Administration of Ufone has shaped an environment of such a
nature in which human resources can work professionally. Therefore
they have wrecked the barriers in the way of communication among
the employees and top-level management. To attain this purpose
Ufone has adopted the strategy of open door; due to this move toward
all the employees working in the organization have access to the top-

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level management, which boost the communication between the
manager and assistant.
In Ufone the concept of participative management is in put into
practice. Which means that human resources have service to chip in
the decision making process of the management by giving their ideas
and opinions for the improvement of the organization. This
participation generates a sense of ownership among employees and
they feel that they have enough importance in decision-making
process.

Whenever there are low barriers in communication in any organization

it leads to prompt feedback. Participative management decreases
employees resistance to change that takes place in the organization,
which makes the employees work more effective.

Advertisements

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.
Endless possibilities for your career is waiting for you at Ufone

Careers
Ufone is a place where you can live your dreams and pursue a career that reflects your
skills and passions. We give you flexibility for change, the opportunity to learn, and
providing career options with endless possibilities.

Our people make Ufone a great company and an exciting place to work with a shared
desire to learn leading edge skills and stretch beyond their limits.

Culture
Ufone is a dynamic organization with an equally empowering culture that allows people
to make the most of their skills, personality and career. As a company we deliver
solutions that drive business value, create social value and improve the lives of every
customer.

Values

The stimulating corporate culture of success comes from what we value as a company
and how we live those values as individuals.
Integrity & Mutual Respect: We do the right thing.
Teamwork: We work together to get the job done.
Creativity: We seek creativity and outside the box thinking.

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Empowerment: We enable our people to make decisions with responsibility which
increases loyalty and fosters ownership.

People

Ufone is a special place to work. Employees at Ufone gain help in developing their
capabilities and are recognized and competitively rewarded for their performance.
We believe that all employees at Ufone have a right to offer input and be involved in
helping their team grow. Creating a work environment in which employees can improve
their minds, continuously learn, gain professional growth and feel inspired by similarly
motivated individuals is fundamental at Ufone. In turn, we expect that employees share
Ufones vision for company, team and individual growth and that employees will strive to
make a difference every day. This exemplifies Ufones commitment to people.

OBJECTIVES

1. Ufone main objective is to provide services at low costs to it customers and

therefore make them affordable for everybody.
2. To provide services throughout the country and make the network one of the
largest one in the country.
3. Ufone providing its services in more than 20 cities and it want to expand further
therefore accomplishing one of its one more objective
4. Lastly Ufone wants to provide advanced services to its customers.

MANAGEMENT

Span of management is in essence slender but it depends and varies from subdivision to
subdivision. As in human resource department there is one vice president of human
resource and in total the numbers of employees are nine.

BRANCHES
Ufone started it operation from the Capital city in 2001; the vision of the company is to
expand its services across the country. Ufone has made a tremendous effort to provide its
services in major cities of Pakistan.

CORPORATE STRATEGY
Every organization has its corporate strategy, which aims at their long-term goals. The
corporate strategy of Ufone is very clear by their objective. The vision of Ufone is to
expand its business countrywide with better excellence of services. In accordance with its
corporate strategy Ufone is expanding its business day by day.

MAJOR CHANGE THEY HAVE BEEN THROUGH

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Ufone started functioning from January 2001, which shows that are not new in the
business so thats why there are few change during this period till 2011. And all the plans
are going in accordance with their corporate strategy, which aims at expansion of services
throughout Pakistan. The bottom line is that they are going through hyper expansion.

HIERARCHY

President
Mr. Abdul Aziz (CEO)

Vice President

Manager
Manager Marketing Manager
Manager Finance Manager
Manager Customer
Customer
Marketing Finance Manager
Care
Care
HRM
HRM
Manager IS Manager Engineering
SystemSystem

Assistant Managers

Ex. Assistant Managers

Assistant Assistant Managers

Manager

Management
HR Executive Management
HR Executive Trainee
Trainee

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DEPARTMENTALIZATION

Ufone has segmented the work into various departments to make the work more
systematic and organized. There are various departments functioning in the organization
with their own systems, following are the departments in the head office of Ufone:

Marketing Department
Finance Department
Human Resource Department
Customer Care Department
Information System Department
Engineering Department

Human Resource Department

Ufones human resource department is in the head office Jinnah Super, Islamabad. The
HR department of Ufone is carrying out very professionally, there are in whole 25 staff in
which the in attendance is one head who is the Human Resource Development Manager,
who deals with all the material associated to HR in the organization.
HR department in any association is very important, no one can reject from its
significance because individuals functioning in an organization are the most valuable
benefit of that organization. Ufone also knows that accomplishment of their company is
in their human resources. The essential and fundamental function of HR Department is to
select and keep the right person for the right job.
Job of HR manager is very significant, the achievement or the collapse of the business
depends on Hr manger, as he is the individual who appraise people whether they are fit
for the particular job or not
Like all important organization at Ufone HR department is responsible for execution off
all the procedure in the organization. HR department is also accountable for set off
diverse types of policies such as,

Hiring And Firing Policy

Working Hours Policy
Leave Policy
Performance Evaluation
Training Policy
Career Counseling
Gripe Management

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HR department at Ufone designs the job, and than according to that hire people who best
fit in that job. Training the employees to make them more efficient and effective is done
by HR department, for this purpose they have to identify the needs and than design the
training to meet the requirements of that need.

FORMULATION AND IMPLEMENTATION OF POLICIES

The executives with the consent of the employees formulate the policies and thats why
they havent faced any problem during the implementation of those policies. There is no
resistance against the policies because of participative management and this generates the
sense of ownership among the employees. It is the responsibility of the HR department to
implement all the policies.

JOB ANALYSIS

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.
There are mostly following methods used to conduct job analysis:

1. Interviews

There are two kinds of interviews in this method i.e. individual interviews and team
interviews. In interview method, a team of job incumbents is selected and interviewed
extensively or simultaneously.

2. Direct Observations

At Ufone direct observation is also done for job analysis. Employees are directly
observed and watched at work that what rather functions they are dong relating to their
jobs? Based on which job analysis is made.

3. Industry Patterns for Benchmark Jobs

Sometimes, in Ufone they just observe the industry and see the duties, accountabilities
etc of a benchmark jobs.

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JOB DESCRIPTION

A job description is a written statement of what the jobholder does. How it is done?
Under what conditions it is done. And why it is done? It should accurately portray job
contents. Most organization has a general job description form and Ufone is also having
which Marjory includes,

Job title
Duties to be performed
Distinguishing characteristics of the job
Authorities and responsibilities of jobholder etc.

HIRING POLICY
The hiring is a very important and crucial thing for any organization because if the
company hires the right number of people at the right time for the right job they can excel
and if there are some loopholes in hiring the company might suffer. For hiring any
employee the attributes mentioned above in selection process are taken into
consideration.

Ufones hiring policy is quite simple, what it does, is this that it first decides about the
existing vacancy that whether a new employee is required or the job could be done with
the existing employees. If the situation would be such then the company decides that
whether the employee should be hired as a permanent full time employee. In case of
hiring recruitment is done which can be of two types:

Internal Recruitment
External Recruitment

Internal Recruiting

In internal recruitment employees are recruited from within the organization. They are
using a well-established HRIS system so they have all the information about the
employees and also about the jobs for all the departments. Because all the departments
are integrated so when there is a need of an employee firstly the HRIS checks within the
organization that is there any person which is best suited for the specified post and if any
is selected. There are two major types of internal recruitment as follow
Promotion
Job posting for any vacant position

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External Recruiting

External recruitment is also done at Ufone. While doing external recruitment HR

department has to see a lot many things like criminal check, health certification reference
checks etc.

While doing external recruitment employees are recruited by giving advertisement in

newspaper, walk in interview etc.

SELECTION CRITERIA

Different jobs have different criteria. There are no hard and fast rules regarding the
selection of an employee but they take into consideration the following during selection
process:
Education
Experience (related to work)
Performance in the previous work
Domain knowledge
Abilities

SELECTION PROCESS

There are different steps used at the Ufone for hiring the employees.
Screening interviews
Employment test
Job offer
Medical test
Reference check

Screening Interview:

In screening interviews Ufone actually selects the best rsums according to their
objectives, goals, etc. It is the first step in the selection of an employee.

Employment Interview:

After screening interview, candidates are selected for the employment interview in which
the interview maybe structured or unstructured. Generally the structured interviews are
taken from the top management and the unstructured interviews are taken from the
managers, etc.

Employment Test:

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Once the candidates pass the interview they are tested for the skills they need. They have
to pass the technical test and then they are judged on the basis of it.

Conditional Job Offer:

There is no such policy as conditional job offer in Ufone.

Job Offer:
After passing through all the steps the candidates selected are offered job.

Medical Test:
Then the employees who are offered jobs they then have to go through the medical test in
which the company makes sure that the employee is not a heart patient or diseased like
sugar, cancer, etc.

Reference checks:
In the last the company does reference check to make sure that what ever the person said
was based on facts, no false information was given in order to fool the employers.

EMPLOYEE ORIENTATION

At Ufone orientation is given to the employees. For different sort of jobs different sort of
orientation is given means its not like that during the orientation the new entrant is
notified about the rules and regulations only in fact some time it might exceeds one day
because they basically identifies the training needs of the employees and this orientation
is some what directly related with the training programs.

PROBATION PERIOD

Probation period at Ufone is 6 months. Usually the employees are given the status of
permanent employees only if they are performing up to the task or the objectives set by
the organization. If an employee is in need of more training they keep him as a temporary
employee and gives him feedback and when he improves he is taken up by the
organization as a permanent one. And if he couldnt show any improvement then hell be
fired.

FIRING POLICY

At Ufone the management is also very conscious about the performance of the employee
because they are a service oriented organization, and if the employees are not working
properly the clientele and the goodwill of the organization might suffer a lot. They
usually didnt fire there employees because they spent a lot on them and do counseling to
resolve their issues, but if the one who is not performing well is fired with a one month
prior notice.

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Performance based & Tardiness in work

WORKING HOUR POLICY

Working hours policy at Ufone is almost the same like other private organizations i.e.,
9:00 am to 5:30 p.m.

LEAVE POLICY

As concerns with the leave policy there are different types of leave policies like:
Annual leaves which are 20
Medical Leaves are 8
And the casual leaves are 10 (en cashable).

TRAINING POLICY

Training is the organized procedure by which people learn knowledge and/or skills for a
definite purpose. Almost every employee hired by an organization will require some
training in his or her job. Some training programs may be more extensive than others, but
all require the trainer to have identified content and subject matter needed in the training
and tasks to be performed on the job to ensure that the training will prepare individuals to
perform the job effectively.

Training policy at Ufone is very good as they buy the need of it and provides training to
all the employees irrespective of their status. Training is provided at all stages to the
employees so that they came to know about their future goals settings. The HR manager
suggests training policy after doing the performance evaluation. The training policy is
done according to the employee needs; these can be on the job training and off the job
training.

Designing Effective Training Systems:

Ufone uses an Instructional design process (which refers to a systematic approach for
developing training programs). It consists of the following:

Conducting Needs Assessment:

There are different pressure points that suggest whether training is necessary such as
performance problems, new technology, internal and external customer requests for
training, job redesign, new legislation, changes in customer preferences, new services or
employees lack of basic skills. The assessment carried out by Ufone involves:

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 Organizational analysis
Person analysis
Task analysis

Creating a Learning Environment:

For employees to acquire knowledge and skills in the training program and apply this
information to their jobs, the training program includes specific learning principles.
Following are some of the principles followed by Ufone: Ufone HR management realizes
that employees learn best when they understand the purpose and expected outcome of
training activities. The training objectives have three components and help employees
understand why they need the training:

Employees need to know why they should learn

i.
A statement of what the employee is expected to do (performance)
ii.
A statement of the quality or level of performance that is acceptable
(criterion)
iii. A statement of the conditions under which the trainee is expected to
perform the desired outcome (conditions
Employees use their own experiences as a basis for learning:

Employees need to have opportunities to practice

Employees need feedback

Employees learn by observing the others

Employees need the training program to be properly coordinated and arranged

Selecting Training Methods

There are different types of training. These types of training differ from each other due to
certain factors. Ufone is also using different places for training which are as following
In house training program
On the job training program
External training program
During the process of selection for the place of training the main thing, which is
considered, is the requirement of training. Because every type of training requires
different atmosphere.

SELECTING TRAINING TECHNIQUE

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Presentation techniques:
These involve traditional classroom instruction, distance learning and audiovisual
techniques. They are used ideally for presenting new facts, information, different
philosophies and alternative problem-solving solutions or processes. They consist of

Classroom Instruction:
The trainer lectures a group. In many cases the lecture is supplemented with question-
and-answer periods, discussions and case studies. The instructor tries to build active
participation, job-related examples, and exercises into traditional classroom instruction so
that trainees will learn and use the information presented on their job.

Distance Learning:

The Head Office and Branch offices to provide information about new services, policies
or procedures as well as skills training and expert lectures will use it. It involves two-way
communication between people. It includes audio conferencing, videoconferencing and
document conferencing (this allows employees to collaborate on a shared document via
computers).

Audiovisual Techniques:

This is a common method used by Ufone that involves overheads, slides and video. Video
is the more popular instructional method. It is being used by the organization for
improving communication skills, interviewing skills and customer service skills and for
illustrating how procedures should be followed. It is usually used in conjunction with
lectures to show trainees real life experiences and examples.

TRAINING EVALUATION METHOD

There are different methods of training evaluation that are practiced at Ufone. Following
are the methods of evaluation

Post-training test
Post training survey
Post training performance evaluation
This evaluation identifies the effectiveness of the training; it also leads to explore future
training needs. On the basis of post training evaluation the design off training is made in
future.

PROMOTION POLICY

Sometimes it become a big issues that a junior is superseded over a senior. That might be
the case here at Ufone because they promote their employees on performance basis. But
according to them as the selection criteria is clear about the selection of an employee so
that problem can be generated only in case of wrong hiring. Otherwise they took the best

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from the market that has knowledge about their field. The bottom line is there promotion
policy is simply based on the performance of the employees so there is a pretty tough
competition among the employees and this thing is doing favor for the organization.

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PERFORMACE EVALUATION

Performance evaluation is a process in which the performance of an employee is

observed, that if it is up to the standards or below the standards set by the organization. At
Ufone performance is evaluated on the basis of following
Goals
Objectives
Benchmark

Ufone is at very high scale in evaluating the performance of there employees because of
integrated system. They are using tailored made software to achieve this purpose. Every
employee organization wide is allotted a user name and password (objectives and goals
are defined for each employee) and there productivity is monitored with the help of
intranet. HR department is also responsible for conducting performance evaluation
process. Immediate supervisor evaluates the performance of subordinates at Ufone.

REWARDS

Rewards are given to enhance the morale of the employees that they can work more
efficiently and effectively. Every organization gives rewards to its employees on
achievement of some goal. At Ufone rewards are also given to the employees on there
performance. Ufone is offering following types of rewards:
Financial Rewards
Non financial rewards

Financial Reward:

There are different types of financial rewards offered by Ufone it includes

Bonuses
Salary increments

Non Financial Rewards:

Besides financial rewards Ufone is also offering non-financial rewards to its employees
to encourage them. Because they think the organization can grow with fast speed only
unless and until its employees are performing up to the tasks assigned to them. To
achieve this purpose Ufone is offering an environment, which enhances the productivity
of the employees.

COMPENSATION SYSTEM

Compensation and benefits are very important for any employee. If they are given
properly and according to the market rate then the employee will be motivated and hell
try to give his best. At Ufone compensation system is designed with the help of job

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evaluation. For making the compensation they are using both point and rank methods
according to the wage survey for benchmark jobs. And for unique positions they have
crafted their own formula.

They are offering

Minimum wage
Overtime
Equal employment opportunities (in terms of equal pay without discriminating
against sex or race)
Merit pay (payment based on performance)
Individual incentives (reward for individual performance that can be earned and
re-earned)
Profit sharing (focuses on individual employee)
they gave these plans on the task basis other than the organizational incentive plans.

BENEFITS

Ufone is providing many benefits to its employees in order to boost their morale, reduce
turnover, gain a competitive position, etc. All this is done in order to maintain a high
position in the market and in order to recruit high performing employees. Following are
some of the benefits provided to employees:

Paid time off

Vacations
Holidays
Tuition Reimbursement
Pension Plans
Health Insurance
Death Benefit
Salary Advance
Service Awards
Provident Funds
Conveyance allowance

JOB SECURITY

There are no issues what so ever in Ufone about the job security. Yes they are tight on the
performance and if some one is not performing well they take it as dishonesty with
himself and as well as with the organization. And such an employee is fired after giving a
one-month prior notice.

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CAREER PLANNING

Career planning is done at Ufone. The HR manager performs the role of a mentor, which
helps out the new employee in deciding his ultimate field. They also do career
counseling. Several training programs are practiced for the career development of the
employees.

DECISION MAKING AND PLANNING

Decision making and planning is basically done by the top management but since Ufone
follows the participative management system that is why they do take advises and
suggestions from lower and top management. This interactive decision making and
planning keeps high morale of employees as they feel as part of the organization.

MOTIVATION

Giving different benefits and incentives like promotions, increments, rewards, etc
motivates the employees. These different kinds of things actually keep the employees
motivated and boost their morale. They are emphasizing on participative system, which
actually finishes the resistance of employees to the upcoming changes and other things.

HEALTH AND SAFETY ISSUES

The working environment at Ufone is favorable for any employee to work productively;
because it is a service organization there fore they do not have any health issues because
there are no hazards all around. And apart from safety there are no serious issues because
such sorts of machinery, which can cause a workplace injury, are not used at Ufone.

But for the cases of emergencies such as fire, Ufone has taken all the necessary measures
to face such a situation. In respect of health Ufone provides clean water to its employees
at work place.

HUMAN RESOURCE INFORMATION SYSTEM

HRIS is software, which is used to manage the information about the HR inventory. It
contains different modules to deal with different type of information about the employees
such as there date of joining, leave records, compensation and benefits, medical
allowances, rewards, date of termination etc.

At Ufone to keep all this information about human resource a locally developed
information system is used which is customized according to the requirements of the
organization.

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The reason behind not using the HRIS software of any foreign company is that, most of
those software are not according to the business and the HR requirements of Pakistan
because the HR concept is at its developing stage in this part of world. And another
reason why they are not using the HRIS like People Soft, Oracle Financials, JB Edwards
etc. is the cost factor and the big issue of currency conversion etc.

GRIEVIANCE MANAGEMENT

Grievance management is basically the dispute settlement between the employees and
like every good organization Ufone also do this because they know the importance of
group work. And they call their unit a family.

Grievance is managed on one to one basis at Ufone. First they try to find the root cause
the problem and then after that they try to resolve the issue by simple counseling and if
the issue is still there a formal report has to be filed to the human resource department
and then there is a formal hearing session with both the parties.

RETIREMENT

It involves leaving a job and work role and making a transition to life without work.
Ufone management has taken a proactive approach on this issue in the following manner:

Pre-Retirement Socialization:

The process of helping employees prepares for exit from work. Management encourages
employees to learn about retirement life; plan for adequate financial, housing and health-
care resources; and form accurate expectations about retirement.

Early Retirement Programs:

These offer employees financial benefits to leave the company. Ufone management has
decided on a lump sum of money and a percentage of salary based on years of service.
Eligibility for early retirement is based on age and years of service.

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CONCLUSION:

At Ufone HR practices are functioning very well, they have adopted modern techniques
for management. Anyone can voice his/her opinion and thoughts at any time and
will be taken into consideration by upper management. The HR department is
doing all the things, which are necessary for improving the quality of the HR
development by conducting continuous training and development programs.
Ufone is among the service industries, which value its HR department and are
constantly working towards its improvement by hiring qualified and capable Hr
personals.

RECOMMENDATIONS:

Ufone can induct temporary or contract employees as well which will not only
increase their HR inventory but also enhance their marketing representatives.

They should start installing the ERP modules so that after some time they could easily
handle the whole ERP according to the organizational requirements.

Employees who have direct interaction with the customers should be evaluated on
360-degree evaluation method as well as their immediate supervisors evaluate them.

They should conduct some seminars in stress management.

They must conduct employee safety awareness programs.

They have to improve the quality of the sub-ordinates.

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