(Internship Report)

LAHORE GARRISON UNIVERSITY

Commented [d1]: Despite numerous reminders and

instructions, you still have not worked on the format. Line spacing
isn’t uniform. Multiple fonts are still here. Would you please take it
UFONE REGIONAL OFFICE LAHORE CANTT seriously? Otherwise stay ready for the deduction of marks.

SUBMITTED TO:Madam Saba Farooq

SUBMITTEDBY:Raheel Asghar Khan

ROLL NUMBER: FA14-BBA-079

LAHORE GARISON UNIVERSITY (DHA PHASE - VI)

Dedication:
God never spoils any effort. Every piece of work is rewarded according to the nature
of devotion for it. I offer my humblest and sincerest words to thanks to ALMIGHTY
ALLAH. The most Concerned and Merciful, whose bounteous blessings enabled me
to perceive and peruse higher ideals of life and who blessed me with the potential
and ability to make some contribution to the already existing ocean of knowledge. All
praise be to the Holy Prophet Hazrat Muhammad (Peace be upon him), the most
perfect and exalted among us and who is forever a torch of guidance and knowledge
for humanity as a whole.

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Acknowledgement:

Firstly I’d like to thank Allah Almighty the most Merciful the most Beneficent for giving
me the strength to perform my responsibilities as an intern and for the commitment
for completing this internship report in time.

Words are very few to express enormous humble obligations to my loving

affectionate parents for their countless prayers and huge support.
I owe a great many thanks to a great many people who helped and supported me in
every of this project report. I would also like to thank my Department for giving us the
opportunity to practically experience what all we have been taught. I owe a great
deal of thanks to my HOD Ms. AizaHussain and entire faculty of business
administration who has helped me supported me and guided me throughout my BBA
in LGU.In the end I would like to thank Ufone and its entire staff.

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Contents:-

2. Background of the Company ................................................................................. 7

2.1. History of Ufone: ................................................................................................ 7
2.2. Vision Statement ................................................................................................ 9
2.3. Mission .............................................................................................................. 9
2.4. Management Profile of Ufone Lahore ............................................................... 10
3. Business Operations ........................................................................................... 11
3.1. Organizational chart ......................................................................................... 11
3.1.2. Values:- ........................................................................................................ 11
3.2. SWOT Analysis: ............................................................................................... 12
3.3. Ufone Marketing Environment:- ........................................................................ 13
3.3.1. 4 Ps of marketing:- ........................................................................................ 13
3.3.2. Marketing Analysis :- ..................................................................................... 13
3.3.3. Marketing Department ................................................................................... 14
3.3.4. Market Shares .............................................................................................. 15
3.4. COMPETITORS .............................................................................................. 16
3.5. Ufone Strategies .............................................................................................. 16
3.5.1. Selection process operates in the UFone....................................................... 18
3.6. Training & development ................................................................................... 18
3.7. Performance Management System:.................................................................. 19
3.8. Human resource department practices of Ufone ............................................... 20
3.9. Job analysis ..................................................................................................... 21
3.10. recruitmentsources......................................................................................... 23
3.11. Recruitment channels:.................................................................................... 23
3.12. Selection Method. .......................................................................................... 23
Competitive Strategy .............................................................................................. 25

4. Learning as a student intern................................................................................ 25

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 4.1. Duties:- ............................................................................................................ 25
Week 1-2: ............................................................................................................... 26
Week 3: .................................................................................................................. 26
Week 4-5: ............................................................................................................... 26
Week 6: .................................................................................................................. 28
4.2. Accomplishments. ............................................................................................ 28
4.3. New Knowledge Acquired ................................................................................ 29
4.4. Problems Encountered ..................................................................................... 29
4.5. How Experience Impacts My Career................................................................. 29
5.1. Lack of knowledge: .......................................................................................... 30
5. Recommendations .............................................................................................. 30
Conclusion ............................................................................................................... 32
References: .............................................................................................................. 33
Commented [d2]: Why is it numbered as chapter 2? It is at the
top of the list?

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Executive Summary:

In “Ufone HRM Report” we studied Ufone Human Resource Department in

depth. With the Grace of Allah Almighty we tried our level best to find all the
dimensions through which Ufone manages its human resource activities.We
continued our report by defining the Human Resource Department of Ufone
with its goals and responsibilities. We focused three main activities of human
resource management that are Recruitment at Ufone, Job Analysis and
Strategic Human Resource Management of Ufone. After this we detailed a
complete SWOT Analysis of Ufone. At the end there is Conclusion as well as
References.

Proper planning is Ufone’s strongest point; all the products that they have
launched so far are backed by wise strategies with proper market research
and huge advertisement campaigns. Decisions are taken at top level with
some participation from the lower levels showing that they do comprehend
the worth of Group decision-making. However goal setting is a procedure
dedicated to only the top management. Working on newer technologies is a
specialty of ufone.

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2. Background of the Company

2.1. History of Ufone:

Ufone PTML is a wholly owned subsidiary of PTCL established to operate cellular
telephony. The company commenced its operations, under the brand name of
Ufone, from Islamabad on January 29, 2001.
During the year, as a consequence of PTCL’s privatization, 26% of its shares were
acquired by Emirates Telecommunication Corporation (Etisalat). Being part of PTCL,
the management of Ufone has also been handed over to Etisalat. During the year
July 2005 to June 2006, Ufone continued on the path to success. The Company
further expanded its coverage and has
Added new cities and highways. Ufone has network coverage in more than 750
cities, towns and across all major highways of the country.

During the year Ufone successfully completed the network expansion of Phase IV in
existing as well as in new cities and towns, which amounted to more than US Dollar
170 million. As a result the asset base of the Company has increased from Rs.20
billion-to-Rs.27billion.
During the year Ufone adopted the policy of simplified tariffs with no hidden charges,
which resulted in positive impacts on the usage trends of subscribers as well as total
subscriber
Base, which has increased from 2,579 k in June 2005 to 7,487 k in June 2006.
Ufone currently caters for International Roaming to more than 200 live operators
across 121 countries and introduced International roaming facility for Prepaid
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subscribers in Saudi Arabia, United Kingdom, United Arab Emirates, Singapore,
Portugal, Thailand, Cyprus, Bangladesh, Uzbekistan, Tunisia and Kuwait with lowest
rates, featuring no security deposit and activation charges. GPRS Roaming facility is
available with more than 90 Live Operators across 66 countries. The company has
also been awarded a new License for providing cellular services in Azad Jammu &
Kashmir and Northern Areas.

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2.2. Vision Statement
In order to evolve with our customers and to keep pace with your needs, we
rejuvenated and revamped our image by changing our visual identity. At Ufone we
understand the value of words and the need to communicate effectively and
efficiently at all levels of society, which is why our primary focus is on U, our valued
customers bring strength to our company. “To be the best cellular option for U”

2.3.Mission
To become the best cellular communication option available in the country for “u”.
Ufone only wants to provide the best services and packages to its customers,
providing them the packages and services which people want and Ufone says it’s all
about U.

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2.4. Management Profile of Ufone Lahore

President and CEO

 Mr. Abdul Aziz

Chief Financial Officer

 Mr. Mohammad Nadeem Khan

Chief Officer Customer Services Operations

 Mr. Ahmad Kamal

Chief Technical Officer

 Mr. Jafar Khalid

Chief Information Officer

 Mr. Faisal Khaliq

General Manager Marketing

 Mr. Akbar Khan

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3.Business Operations

3.1. Organizational chart:

Board of Directors

CEO

Project Director

Marketing

& Customer Information Engineering

System Finance
Care
Sales

HR Business

& Unit Quality

Admin Khi/Lhr/Fsd Assurance

3.1.2. Values:-

Make it Easy:
Everything we produce should be easy to understand and use. Because we never
forget we're trying to make customers' survives easier.

Keep Promises:
Everything we set out to do should work, if it doesn't, we're here to help. We're about
delivery, not over promising, actions not words.
Be Respectful:
We acknowledge and respect local cultures. We do not impose one formula
worldwide. We want to be a part of local communities wherever we operate. We
11
believe loyalty has to be earned.

Trust & Integrity:

we take pride in practicing the highest ethical standards in an open and honest
environment, and by honoring our commitments. We take personal responsibility for
our actions, and treat everyone fairly, and with trust and respect

3.2. SWOT Analysis:

Strengths:
They have the latest technology as compared to any other mobile company.Good
quality service.Pakistan's second GSM network.Established customer base including
lower middle class.Few rates than competitors.Only company present in all four
provinces.Highly motivated and trained work force.Offering products like mobile
office, mobile Internet and MM.Ufone has very good coverage and speed as well as
roaming agreements with 250 partners in many countries. Every Organization has
some Strengths, Weakness, Opportunities and Threats. Strengths and Weakness
are the Internal Factors and Opportunities and threats are External Factors.

Weakness:
Less coverage in remote areas. Not targeting the rural areas at the moment. No
proper planning to cater the excessive demand. One of the biggest upset of Ufone is
that it is unable to meet the demand and facilitate its customers further it is seen that
the organizational structure itself is very weak, the centralize structure fails to provide
the proper upsweep guidance over the company policies. Another factor is its
dependence on PTCL after analyzing it is also for seen there is great lack of its
franchise all over the country even though it has a growing customer base it is not
able to support the customer load.Lacking innovative services although it has some
unique and different services but it has failed to provide new product in market quiet
often that’s one the big reason it is losing some of its attention in the market.

Opportunities:

As they are the subsidiary of Pakistan telecommunication limited, they can acquire
as much fun needed to improve their technology. They can also target corporate
sector. New Technology.As the company itself Ufone wants to expand globally itself
but its future operations are halted due to current economic crunch situation and
some internal issues.

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Threats:
Legal environment, government interferencePTCL has been given license for cellular
operationPaktel, Mobilink and Telenor phone have more coverage in different cities
of Pakistan then UfoneHigh taxes are imposed on the cellular industry in
PakistanPaktel also now has the GSM technology that is another threat for Ufone.
Government interference in its policies and heavy taxing possess a great deal of
threat to its market position ,furthermore it is studied in this research is the PTCL
cellular license as Ufone is nothing but just an cellular license to PTCL therefore it
should provide more of it financial support to much more enhance its profit of its
subsidiary company

3.3. Ufone Marketing Environment:-

Market value for Ufone in the mind of customers are very strong because it provides
not only customer satisfaction but also offers some special deals in relationship with
Mega Marts like CSD as its basic aim is to create value in the minds of its customers
for this there are following marketing environments of Ufone micro-environment
andUfone macro-environment.

3.3.1. 4 Ps of marketing:-
1- Product
2- Price
3- Place
4- Promotion

These 4 Ps of marketing is very important for any organization for better survive
because if there is no product, no price &no place there is not any platform and
promotion of the product will be carried out.

3.3.2. Marketing Analysis :-

In today’s contemporary business world, marketing plays an important role. Ufone

that has a number of competitors in the mobile industry, need to use their marketing
plan and strategies effectively to attract customer loyalty.

The marketing department at Ufone anticipates, and satisfies the customer’s

communication needs. This includes consumer behavior research and translating
this research into services and pricing plans. The Marketing team also helps in
identifying new business opportunities and develops plans to exploit those profitably.
It also designs and implements brand strategies and communication plans.

The major ways in which Ufone markets itself and its products are through the
following ways:

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  Electronic Media
The major way in which today’s organizations promote its products and services is
through television, not only because it is economical but also because the visual and
audio aids help in promoting its product. Ufone uses an aggressive advertising
campaign on television to promote its products. These advertisements, while
communicate an image of modernity and newness, still tend to show the heritage of
Pakistan. The heritage of Pakistan and its people signifies Ufone, as being the
favorite cellular company of Pakistan.

 Print Media
Print advertisements are another major way in which ufone advertises its products.
Print media advertisements are printed in major English and Urdu newspapers
across Pakistan.

3.3.3. Marketing Department

Their Marketing department consists of following four units.

 Brand Marketing
 Value Added Services (VAS)
 International Roaming
 Marketing Operations

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3.3.4. Market Shares

According the results of research on market share of Pakistan’s mobile companies

we have following data.

 Ufone 13%
 Mobilink 38%
 Telenor 29%
 Zong 31%

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3.4. COMPETITORS

 Mobilink
The Mobilink Pakistan cellular company has 10 million subscribers. The Mobilink
Company is the largest cellular company of Pakistan.

 Telenor
One of the stronger competitors of Ufone after Mobilink is Telenor. The sound quality
of Telenor is outstanding and also the GPRS of Telenor is faster than Ufone.

 Warid
Waridstarts working in Pakistan in 2005. The Warid Company is operated by Abu
Dhabi group by Sheik Nahayan Mubarak Al Nahyan. It is also a contestant of Ufone.

 Zong
ZONG is the first International brand of China Mobile being launched in Pakistan. It
is meant to authorize and release the people of Pakistan in every corner and nook of
the country. It will become a part of their hearts, their minds and bring about a
change in their lives that every one desired but few thought would be possible.

3.5. Ufone Strategies

Ufone has following marketing strategies:-

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  Corporate level strategy
 Business level strategy
 Divisional level strategy

 Corporate level strategy

Ufone has following corporate level strategies:-

 Growth strategy
 Related diversification
In growth level strategy Ufone Bank grow such products which are very valuable for
its customers to fulfill their communicative needs by growing such type product for
the corporation of people whereas in related diversification UFONE uses many
techniques to diversify its products from other competitors .

 Business level strategy

Two types of business strategies offered by UFONE are as follows:

 Cost leadership strategy

At business level UFONE adopted cost leadership strategy in such a
way that cost of advancing packages are less as compare to some other well
reputed brands of telecommunication which are competitors of Ufone like
Telenor, Mobilink etc.

 Differentiation strategy
At business level UFONE also adopted the differentiation strategy by
introducing some new packages into the market earlier to other brands.

 Divisional level strategy

To increase the numbers of online customer service branches in different
divisions of Pakistan. To implement the performance appraisal process to provide
motivation and merit oriented culture in the bank.To improve the extensive
tanning to the employees in the process ,product, marketing & selling skills.
Upgrading the skills level of employees.

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3.5.1. Selection process operates in the UFone
Selection process of Ufone is well developed. The selection process of Ufone is
described as:

There are different steps used at the Ufone for hiring the employees.

 Screening interviews
 Employment test
 Comprehensive interview
 Job offer
 Reference check

 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 in probation period.

 Documentation
The Ufone maintain the profiles of selected candidates after the recruitment process
in which their CV With other relevant documents is maintained in the profile.

3.6. Training & development

Training:

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. Many firms provide new
employees with copies of the descriptions and specifications for the jobs to which
they have been assigned. This aids in orienting them and acquainting them with
what they are expected to do. Ufone provides training benefits to all the employees
whether on permanent or contractual basis so that in order to keep the employees
updated with the recent modification in the telecommunication sector. Ufone
provides training to its employees through Training &Development Academies in
Lahore, Karachi and Rawalpindi. There are two types of training in Ufone.

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 1. On the job training:

The objectives of training activities are to keep Ufone employees abreast of latest
professional knowledge and skills in all areas of telecommunication An annual
training plan is circulated for all Training and Development Academies, the
requirements of various departments of the Ufone identified through annual appraisal
form and feedback. As per the requirements, the Ufone recruits batches of fresh
graduates under various schemes through a competitive process and offers them
comprehensive training

2. Off the job training:

In order to enhance in house training efforts, external training providers are utilized
on a periodic basis, by nominating Ufone’s employees to external courses.

 Class room lectures

 Film and videos
 On the equipment training
 Simulation exercises

3.7. Performance Management System:

Every year at Ufone, most employees experience an evaluation of their past
performance. This may be a five-minute informal discussion between employees and
their supervisor or a more elaborate several week process involving many specific
steps. Employees generally see any such evolution as having direct effect on their
work lives. They may lead to increased pay, a promotion or assistance in
development areas for which the employees need some training. As a result,
evaluation of employees work can create an emotionally charged event, because the
performance evolution is no longer a simple process, it is now more critical to
perform one task while simultaneously focusing on key job activities.

Checklist appraisal:
Ufone can check the performance of their employees through checklist form, which
were distributed to the employees. (For checklist form see annexure-)
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Performance Evaluation:

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 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.

Objectives of Performance Appraisal

 Improving Ufone’s Performance

 Improving employee performance
 Review of salary, assignment and career path.
 Bonus

3.8. Human resource department practices of Ufone

H.R Manager: - syedshoaibhussain

 Asst. Manager: -Arslanzubair

 Senior Executive: - AmnaShkeel
 H.R Coordinator: Kamran khan
 H.R Executive: Rubailjamshaid

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 Secretary

Administration HR HR
Development

3.9. Job analysis

Getting the right people:

The recruitment process is planned to provide Ufone with the best available talent,
consistent with the needs of the business and its capacity to make full use of those
recruited.

Planning the recruitment process:

Before deciding on the existence of a vacancy, management checks whether there is
a need for the work to be carried out at all or whether it can be incorporated into an
existing employee’s job. In case an external source is needed, management then
checks whether it should be a permanent, full-time employee or whether it should be
a contractual one.

Consulting other staff

The human resource management then considers other departments in the

organization that might be interested in the appointment in order to make it a joint
effort. They talk to relevant supervisors and especially to the people the new person
21
will work with. Sets of expert panelists are then selected from each relevant
department to interview applicants.

Working out the category

The human resource management then lists the duties, responsibilities, authority
and relationships that the job involves. They decide what qualifications are needed,
what type and length of experience are required, and what personal attributes are
important. On this basis they then draw up an up-to-date job description and person
specification and proceed to forecast how soon the person is expected to be
competent, what training they are prepared to give and when the start date of the job
should be.

Finding out

The HR management then speculates whether they are likely to find the qualities,
qualifications and experience that they are seeking in one person. If so, research is
carried out on the kind of pay and benefits package to offer. They do this through
monitoring advertisements, referring to salary surveys and networking with other
employers in their area and sector. This research will also determines whether they
are likely to find suitable candidates locally or whether they will have to look further a
field. Then they contemplate whether people will want to join the organization and on
how to attract them.

Planning
The HR management gives priority to its own employees even in case of a negative
assessment. They first advertise the post internally, both as a courtesy to staff and
because they may pass the information on to any interested friends and relations.
Word of mouth is also a valuable recruitment method for them and they draw on all
appropriate contacts they have.

Decision on whether to advertise:

Once the HR management decides that there is a need to advertise, they pinpoint
the part of the press that they need to contact. Since most of the posts are of a
specialist nature, they intend on advertising in the journals of professional bodies
and the trade press. Their next step is to find out how much adverts cost for varying
amount of space and decide what they can afford.

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The screening process:
The results are screened by a set of panelists in order to minimize chances of error
in selecting the candidates. The HR management sometimes keeps a small number
of candidates in reserve.

3.10. recruitmentsources

1-Internal via external sources:

External recruitment is currently the trend at Ufone .but once all the vacancies are
filled, the organization will switch over to internal sources. Ufone at the moment is
looking for the perfect mix of employees in order to combine the best of all worlds
and expose the organization to new ideas and new ways of doing business etc. The
final philosophy behind internal recruiting source is that a sample of applicants are
generated who are well known to the firm, these applicants are relatively
knowledgeable about the company’s vacancies which minimizes the possibility of
inflated expectations about the job and above all, it is faster to fill vacancies
internally.

2-Direct applicants and referrals:

Direct applicants are the people who apply for a vacancy without promoting from the
organization. Referrals are people who are promoted to apply by someone within the
organization. Ufone uses both sources of recruits since they have certain
advantages e.g. before Appling for the vacancy, they have already collected
information according the job and believe themselves possess qualification in
conformity with the requirements.

3.11. Recruitment channels:

Internal channels:

Internal channels include,

 Job Posting Programs.These employees about openings and required

qualification and qualified employees to apply.
 Departing Employees. In the case of Ufone, a buy back occurs-that is,
when the employee resigns to take another job, management tries to
outbid the new job offer.

3.12. Selection Method.

Interviews:

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 “A dialogue initiated by one or more persons to gather information and evaluate the
qualifications of an applicant for employment” the HR staff;

 Keep the interview structured, standardized, and focused on

accomplishing a small number of goals. That is, they plan to come out
of each interview with quantitative rating on a small number of
dimensions that are observable and avoid ratings that may be better
measured by tests.
 Ask question dealings with specific situations that are likely to arise on
the job, and use these to determine what the person is likely to do in
that situation.

Biographical data:

Ufone solicits information on the employee from people who know the candidate
through reference check. Biographical data is gathered directly from the job applicant

 Verbal comprehension
 Quantitative Ability
 Reasoning
Job specification
Ufone also has well developed criteria for each job in term of the job specification. In
all the area of the jobs the pre-requisite for the job are defined for example:

 Qualification required for a job

 Skill required for a job
 Experience required for a job
Job evaluation

The job evaluation method of Ufone is lined to appraisal system. Whenever the
appraisal report of any employee is generated he is being paid according to his
performance. The job is evaluated on the basis of appraisal reports. If any post is
vacant those past performance on that post is evaluated and the market conditions
are observed and then the job is evaluated. The value for the job is concerned with
the performance report. The value of any job can be increased if the employee on
certain post has performed very well and his appraisal report is very outstanding and
this process is carried out by the HR department of Ufone. Moreover, the job
evaluation is linked with the merit. Any person who is employed on merit and is
performing very well will be given salary on the basis of his performance and merit.
The job evaluation method was not very much good in the past but now it is linked to
appraisal system of Ufone.

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Job Rotation
Periodic rotation of staff between various assignments is used by Ufone as a means
of broadening areas of expertise of concerned staff.For HR, supervisory and officer
level positions, rotation is done upon completing around 2 years in one assignment.
For Managers the maximum period in one assignment not exceeds 5 year. Job
rotation at Ufone is done through two aspects. Merit base, Yearly performance
report. If any employee has a positive and healthy attitude towards creating the good
will for the organization then he is moved to other domestic branch or other city so
that he can prove to be a valuable asset for that branch as well and also he can
motivate other employees to do better for the organization.

Recruitment
Recruitment is the process whereby Ufone attracts or finds capable individuals to
apply for employment. The objective is to find these applicants at the lowest possible
cost. This process begins when new recruits are sought, and ends when applicants
have submitted application forms or resumes. The result is a pool of job seekers
from which the Ufone then can select the most qualified and retention depends on
getting the right people in the right job in the first place.

Recruitment sources:
As far as the recruiting policy of Ufone Limited is concerned, they also have an
effective, powerful and constructive recruitment policy to compete in the overall
corporate sector.

Competitive Strategy

The competitive strategies of Ufone are customer differentiation and intimacy. Ufone
aims are passing Mobilink in its competitive race.
Directional Strategy of Ufone

Ufone is currently following “Internal growth strategy”, as it is the second largest

cellular company operating in Pakistan. The company is mainly focusing on market
development i.e. they are expanding their network to capture large market share
Along with that they are also doing product development for which training will be of
a more technical nature, as well as focusing on interpersonal skills such as team
building

4. Learning as a student intern

4.1. Duties:-
I was selected for work in HR department .

25
Week 1-2:
At Ufone I worked under supervision of Mr. Muhammad Zubair. He helped me learn
new things. I worked on documentation and data entry. I learned the use of company
software CARES which is used to monitor every activity of company’s customers and
company’s internal matters. At Ufone head office, I used to monitor the employee’s
performance on weekly basis and monthly basis. I learned how to communicate in a
workplace setting. I learned how different documents are filed. Commented [d3]: I have corrected this one

Week 3:

Working on a Reception
On that place I can work with a partner Asim he is my team member. We work
together. How to communicate with Customers and office staff members.How to
enter the Attendees of the employees. How to brief the guests they are comes in a
office. I learnt communication skills are improved and confidence level is also
increased..

 Learning managerial skills

Our manager was a young male. And I really impressed from her managerial
capabilities because he know that how work can be done from the employees.
Every Wednesday he calls a meeting of the staff members and discusses some
point about the sales and the management perspective. I too actively participate in
these meetings.

Week 4-5:

Human Resource Management

Goals of Ufone HR Department
 Policy initiation and formulation.
 Service (employment, training, development benefits functions, recruiting,
interviewing, testing job applicants, maintenance of adequate employee
records etc.).
 Control (monitoring performance, retention and conformance of other
departments to personnel policy, procedures and practices). Commented [d4]: Remove grammatical and sentence structure
mistakes!
Why have you entered Goals of HR, Responsibilities of Ufone HR
Department and Hiring Process here? Remove all! This part of
Responsibilities of Ufone HR Department report only narrates what you did there as intern!
 Employment & recruiting (Interviewing, recruiting, selection and induction into
the organization).
 Transfer, Promotion, Layoff (checking conformity of skills with new
department in case of transfer).

26
  Training and Development (Orientation, coaching, performance management
skill training both for technical and non-technical personals, counseling, job
rotation.).
 Health and Safety (health programs, safety programs, Medical facility).

 Hiring Process
Ufone (PTML) usually do internal hiring. Like 80-90% peoples are hired internally.
For external hiring they use Linked In. In a very rare case they give add for the
vacant vacancy but usually they do internal hiring.Interviews are behavioral and
competency based, who so ever qualifies is hired.

There are some steps which Ufone PTML follows while hiring. They are as
under;-

 Resume
 Linked In
 Reference Based
 Campus Drive

 Short listing
Candidates are short listed according to the job description or the nature of the work.

 Interview scheduling
After getting short listed the candidates interview is scheduled with the following two
members HR Executive, Line Manager (concerned department).

If there is a need of second interview, then re-interview is also scheduled and then
conducted. After clearing the second interview the candidate is put on board to start
work.

Planning & development:-

 Training Sessions
 On the Job training
 Behavioral based training
 Field training in case of any new product
Ufone keeps its employees engaged in different events including Human Ludo,
Ufone Cricket, Team Building Activities & Ufone Kids Club. They keep their
employees motivated by arranging occasional events for them. Like recently
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mother’s day was celebrated in the Head Office of Ufone located in Islamabad.
Mother of all the employees were called and a special function was arranged in their
honor and gifts were distributed to them and then there was a lunch. Some other
events like Organizations Anniversary is also celebrated on yearly basis and
employees are given bonuses or their salary is increased.

Salary scale:-
Ufone gives good salary to their employees .Employees who are on board and are
on the pay scale of Ufone, minimum salary which is given to them is Rs 30,000 –
35000. Senior executives are paid high on the basis of their experience.

Incentives:
 Medical Allowance
 Provident Fund
 Gratuity Fund
 Bonuses Commented [d5]: Remove all!

Week 6:

At ufone In the last week we can review all the things or take a lot of knowledge. But
we can visited different offices and go to the call center see how they are working
and how to communicate with customers and how to satisfy the customers. In call
center the sir Waqar Ahmed is a Team coordinator he can help him how to
communicate with others and How we can handle this all the system.

In this Six weeks I learned a lot of things and I see the professional life as a
employee of the company. Commented [d6]: Remove grammatical mistakes!

4.2. Accomplishments.

I worked in Human resource department; I really liked working in that department.

Working in this department was quiet tough as compared to other departments but
the knowledge I gained from that department was very helpful to me.
The internship program is very beneficial. It provides me good opportunity to learn
new things. Moreover it teaches me to know that world of study and world of work
are completely different. Unlike studying, working life is not smooth. Often, I faced
many problems during working. I found that there are two valued things that help me
to solve problems are “braveness and patience”. Brave to face and be patient to
solve them.

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4.3. New Knowledge Acquired

All the knowledge I acquired from my internship is new to me, because I had never
done internship before. Directly communicating with customers and fulfilling their
basic requirements was totally a new experience for me. I learned how to
communicate effectively and efficiently with customers. Internship also improves my
communication skills with different persons in well manner.
During working at Ufone, I had a chance to use every bit of my English skills.

 Writing:
I was assigned to write many kinds of letter such as official letter of invitation, letter
of sympathy and letter of informing. This not only made me improve my writing skill,
But I also learned how to write proposals in the real situation.

 Reading:
All the documents are in English so it is necessary that reading and understanding
skills should be good.
Reading English documents everyday helped me have a better reading skill. I can
read faster and can find out main point easier.

4.4. Problems Encountered

Internship was a good experience for me, but there are some problems which I faced
in the begining of my internship.
During the internship program, I faced some problems in my work. The first problem
is writing official letters. I had to write many kinds of official letter or proposals in
English which I have never written before; for example, the official letter of invitation,
the official letter of informing and the official letter of sympathy. Besides writing
official letter, I had some difficulties in translating documents. I was assigned to
translate the documents both from English into Urdu and Urdu into English. This was
my first time to translate official documents.This types of problems I can faced during
internship.

4.5. How Experience Impacts My Career

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Upon the start of my internship at Ufone I did not have a lot of experience in public
relations. In some capacity I knew that I would be working towards improving the
image of customers and my supervisors.

After six weeks of my internship i can honestly say that I have learned a great deal
about the industry itself and I now have a more concrete understanding of what the
job description is for one who works in public relations.

I look forward to continuing this path of learning and exploration and will not forget
what I learned during my six weeks of internship.

5.1.Lack of knowledge:
As a student, in the research field, I have no past practical experience of data
collection, data processing, data analyzing, integrating and presenting. So it is a
limiting factor for obtain accurate information.

 Lack of time
For the time limitation I could not gather more information to justify exact
condition. The time constraints are limiting factors.

 Small sample size:

The study is limited by the size of the sample. As the sample size is very
small, geographical and regional differences could not be included

5. Recommendations

Recommendation is rarely welcome, and those who want it the most always like it
the least”. Recommendations put forward improvements in areas which have scope
for polishing and development. Criticizing quite a lot of factors at Ufone does not
mean that these aspects are everlasting flaws of the business. In its place, it is
future that these mistakes be removed. For the elimination of these errors, sure
recommendations are forwarded.

 Network Coverage

As compared to other cellular companies and especially the market giant

Mobilink the network coverage of Ufone is very low. If Ufone concentrates on the
expansion of the network coverage the result will be an increasein market share

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 & sales. In the remote areas of Pakistan & especially in Malakanddivision, there
are such areas which have no network coverage. Still, in these areas, there is the
large capacity of market share waiting for Ufone to capture.

 High Post Pay Price

As compared to other networks Ufone post-pay tariff is very high. Mostly in

the post pay segment, the cellular companies have the cream customers and
most of the earnings come from this segment, therefore it is recommended for
the decrease of the post-pay tariff to increase the market share and sales.

 High Rates of GPRS &MMS Facility

Mostly in the cellular market, the customers switch to other networks which have
a low cost of GPRS & MMS, therefore it is recommended that Ufone should
decrease their charges list in this category.

 Franchise & Head office GAP

Most of the times when the franchise lodge a solution for their customer’s
problem the response is so much delayed from the head office that results in the
frustration of the customers.

 Low Pre-Paid Cards Percentage

Compared to the other cellular companies the sales commission of the Ufone is
not too much good for the whole sellers & retailers. The whole sellers & retailers
spend a lot of money to purchase the inventory and mostly prefer the inventory
which has high sales percentage.

 Training of The Sales Officers

The sales department is the most important department for the cellular companies.
The sales channel of Ufone is too much unsatisfactory. The sales are made through
the franchises. The franchises appoint their own sales staff and salaries are settled
from the franchise level. The sales staff does not enjoy any kind of benefits & training
from the Ufone Company. Ufone needs improvement in this category & needs to
train their franchise sales officers. Commented [d7]: Raheel! I’m repeating for the nth time that
recommendations are written in bullets. You really need to
understand the difference between bulleted points and paragraphs.
There is no need to mention separate headings for each point!

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 Commented [d8]: What is this vacant space doing here?

Conclusion

Education is very much important but getting education and going through it
practically has even greater significance. That is exactly what I have learned through
this experience. Working in Ufone has given me a huge confidence boost. I can now
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detect problems evaluate the options and then implement the best possible option in
order to solve them, for me this is one of the biggest achievements. Interacting with
customers, fellow staff members have improved my interpersonal skills a lot.

Ufone need some changes in their HRM Activities because most of its competitors
continuously getting its employee by provide more effective payment and
compensation plans. Ufone must decrease its turnover rate if it wants to profitable in
the market. It can decrease its turnover rate by providing more enhance
compensation plans and by providing more flexible hours for work. At last, this
internship has given me new insights and motivation to pursue a career in
Telecommunication Industry.
Now after this internship I know what market requires.

References:

 www.google.com

 Human Resource Management By: Decenzo Robbins

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 www.ufone.com

 Ufone HR department.

 Ufone customer care center

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