HR Practices Prevailing in Warid Telecom (Pvt) Limited

Submitted to:

Mr. Rana Nadir Idrees

(Asst. Professor)

Submitted by:

Rehan Ahmed 032

Zeshan Altaf 016

Zeshan Ahmad 056

Usman Shaukat 036

Department of Management Sciences, Comsats Institute of Information Technology,

Sahiwal
 Acknowledgement

With humble and sincerity, we are truly grateful to Allah Almighty WHO strengthened us
with the ability and bequeathed us with all the knowledge necessary to complete this
project.
We are very much obliged to numerous individuals who contributed a lot to our work.
We express our true gratitude towards our course instructor Mr. Rana Idrees for their
valuable suggestions and guidelines.
We want to thank the HumanResource Management Department of Warid Telecom for
assisting us with the departmental data and giving us permission to use it. We want to
thank Mr. Atique Khan, human resource manager of Warid Telecom who gave us his
valuable time and provided us with the information on the practices of human resource
department. We would like to thank our parents and siblings who helped us in difficult
times.
 Table of Contents

Acknowledgement i

Table of Contents ii

Executive Summary iii

Introduction 1

History of Establishment………………………………………………………….

Vision……………………………………………………………………………….

Mission……………………………………………………………………………..

Core Values………………………………………………………………………..

Products and Services

Functional Departments

HR Department 5

Hierarchy………………………………………………………………………….

Different Units/Subsections…………………………………………………….

Human Resource Planning (Procedure)………………………………………

Job Analysis, Recruitment & Selection 8

Job Analysis………………………………………………………………………

Recruitment……………………………………………………………………….

Selection Process………………………………………………………………...

Training and Development 11

 Training Need Assessment……………………………………………………..

Training Methods…………………………………………………………………

Training Evaluation………………………………………………………………

Performance Appraisal System 12

Performance Appraisal Process…………………………………………………

Performance Evaluation Criteria for Managerial Jobs………………………...

Performance Evaluation Criteria for Non-Managerial Jobs…………………..

Compensation Management 15

Salary Structure…………………………………………………………………..

Monetary & Non-Monetary Benefits……………………………………………

 Executive Summary

Warid Telecom is committed to providing the unique quality and matchless customer
service in each and every aspect. The success of Warid Telecom is due to the unified
teamwork in the organization. The success is assured by vast creativity and productivity
of the employees who are empowered to make suggestions and take the initiative while
keeping in mind the overall goal of Warid Telecom. At Warid, the jobs are designed to
give the employees a feel of support while working in the organization. The primary goal
of Warid Telecom is to live their vision and continue to be an industry leader and they
are achieving this successfully through dedicated hard work by every single employee.
Warid Telecom’s management aspires to have every employee succeed in his/her job
and assist in achieving the goals.

Warid Telecom is employer that offers equal opportunity for everyone without any favor
for race, religion, color, gender, nationality, age, disability or handicap status. This policy
confirms Warid Telecom’s commitment to the principles of fair employment and the
elimination discriminatory practices that might exist. It is important that the employees
promptly notify the HR representative of any change in name, home address, telephone
and other information. Regular work hours are 9:00 am to 6:00 pm, Monday to Friday.
On Saturday, the work hours are from 9:00 am to 1:30 pm.

All Line managers keep record of employee attendance. ID cards are issued to all
employees of Warid Telecom that shows the employee name, number and issuing date.
Any kind of company property is prohibited to be used for the personal benefits.
Employees are held responsible for the maintenance of confidentiality of information
about Warid Telecom and its customers. The dress code for males is dress shirt, dress
pants, tie and dress shoes. They can wear Shalwar Qameez on Saturday. The dress
code for females is Shalwar Qameez and Dupatta in Pakistani traditional style. Smoking
is prohibited in the company buildings.
 Introduction

History of Establishment

Abu-Dhabi group, which is led by Sheikh Nahyan Mabarak-Al-Nahyan, set the

foundation of Warid Telecom (Pvt) Limited. The Federal Ministry for Education of the
United Arab Emirates is also controlled by Mr. Sheikh Nahyan Mabarak-Al-Nahyan. He
is also the Chairman of Waridtel‚ Wateen Telecommunications‚ United Bank Ltd. He is
also the Founder & Chairman of Bank Alfalah Limited.

Now, Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. Abu
Dhabi Group entered into a strategic alliance with Singapore Telecom. Subsequent to
this transaction in July 2007, telecom giant SingTel acquired 30% percent equity stake
in Warid Telecom, Pakistan, for US$758 million. This partnership is part of a strategy to
support Warid Telecom’s continued growth and to enhance its market position.

About Warid Telecom

With the extraordinary working efforts of Waridtel Corp.’s employees, it has been made
possible to produce and deliver an incomparable quality network. Warid is providing the
most state of the art network that comprises of many unique characteristics. At Warid
Telecom‚ customers are served with the approach that they are the most important
stakeholders of the organization. Warid Telecom offers best voice quality and instant
GSM & GPRS service. The dependable and perfect billing system of Warid Telecom
provides a sense of satisfaction to the subscribers through its transparency.
Furthermore‚ customers can conveniently select from various billing options‚ which are
designed to facilitate different individual and corporate users.
Vision

“Warid Telecom’s vision is to become the primary service provider of all communication
needs of subscribers in Pakistan‚ supported by exemplary customer care. This can only
be possible by a vigilant eye on all aspects of our operations: from network quality to
innovative services. We want to live up to our motto of We Care.”

Mission Statement

“Warid Telecom’s aim is to be perceived not only as a telecommunication operator of

voice services‚ but also as a universal provider of comprehensive communications
services for both the individual and corporate customers. We strive to provide an
optimum level of support and care through our highly skilled and motivated team of
professionals‚ along with a focus on maximum network coverage and connectivity.”

Core Values

Warid Telecom’s Core Brand Values comprise:

     Quality – Investments in an organization must be spent effectively to gain

targeted success. Warid Telecom has an uncompromising commitment to quality
in this regard. That is why we spare no efforts in pursuing the best in
network‚ services‚ products and HR
      Simplicity – The industry trend is to complicate all aspects of
telecommunications to intimidate the user into benign behavior. Warid Telecom
encourages subscribers to be bold‚ knowing that they are getting what they
asked for. We keep things simple‚ easy to understand and even easier to use.

Innovation – For years‚ people complained of the same things on mobiles. At

Warid Telecom‚ we constantly look to make the communication experience
different by doing things in a better way. That is why the telecommunications
market is totally different from three years ago.

     Transparency – We are always open and honest. Warid Telecom has paved
the way to expose hidden charges‚ reduce tariffs and maintain a clean reputation.
We say what we do and we do what we say.

      Customer-Friendliness – We enjoy working and succeeding together by

building close relationships. While we have a sense of purpose in our operations‚
we also have a strong culture that demonstrates to customers that We Care.
Warid Telecom considers the needs of customers first.

Products & Services

Warid presents a wide selection of value added services. The world of Warid Value
Added Services has unlimited options of not only communication, but also convenience,
entertainment & personalization. These services comprise a myriad of options from
entertainment to utility based services. Major services include Mobile, Fixed line
Internet, and Corporate communications solutions.
Functional Areas (Departments)
 Human Resource Department

HRM Planning

Recruitment De-recruitment

Selection Process

Finalization of Competent People

Orientation

Training

Placement & Adoption

Performance
Management
Compensation Management

Career Development

Departure
Subdivisions of HR Department

Through our analysis, we found out the 4 main sub-departments or divisions in Warid
Telecom’s Human Resource Department. These are listed below:

1. Recruitment and Selection Division

2. Training Division

3. Compensation and Benefits Division

4. Organizational Development Division

Some basic functions of HR that are being performed by HR department include

recruitment and selection, interviews, orientation, training, careers development, record
keeping of personnel and the needed and timely issuance of those records, dealing with
changes in status, dealing with complaints and solving grievances, terminations and
accepting resignation, medical expense claims, managing and assuring smooth pay roll
operations every month, etc. Provident fund, leave management, payroll taxation
transfer control are also HR department’s responsibilities at Warid.

The above mentioned are not the only functions that are performed by Warid Telecom’s
HR department. Various other tasks and operations are also performed to achieve the
primary objective of Human Resource, which is to establish, maintain, communicate and
disseminate the policies throughout the entire company in order to help and look after
the employees of WARID while keeping in mind the company interests and objectives.

Human Resource Planning (Procedure)

At Warid Telecom, Human Resource Department is assumed as important as any other

department. And that is the reason that HR practices are done through planned ways of
work. However there is no specific planned number of employee vacancies in Warid
Telecom. Human Resource is employed upon the number of personnel needed per
year. Planning and hiring of the employees is done by company itself. It also sometimes
takes the services from other recruitment firms. The demand for labor is forecasted by
the company every year. Measures of the economy, actions of competitors, and change
in technology and trends in the composition of labor force are taken under consideration
while forecasting the demand.

Furthermore an analysis is also conducted to see the number of people who are
currently employed on different jobs and also to check if they have relevant skills
according to their jobs. Goals are set by analyzing labor supply and demand.

Downsizing of the employees is discouraged. Employees are hired on both temporary

and permanent basis. Generally workforce is hired on permanent basis. Although some
employees are hired on temporary basis, but after some time, based upon their work
performance, they also get employed on permanent basis.
 Job Analysis, Recruitment & Selection

At Warid Telecom, jobs are dynamic and subject to change. Before the work is assigned
to employees, jobs are precisely examined by the managers. This is done through “Job
Analysis”. Analysis involves the identification of different tasks needed to be performed
(job description) and accurately and specifically identifying the knowledge and skills
required in a person to whom the job is being assigned, and also the conditions are
described under which these tasks are to be performed.

Job Analysis

Human Resource Department of Warid Telecom generally conducts a Job Analysis

when the organization wishes:

- To introduce a new service.

- To establish a new unit to expand the existing unit.
- Or to launch a new product into the Market.

The purpose of job analysis is.

1. To collect information about the different level of activities to be performed.(Job

Description).
2. To find out about the level of education, skills, experience and interpersonal
qualities necessary to perform the said task.(Job Specification).
3. To select the right person for the right job.

Recruitment

Human Resource Department of Warid Telecom mainly focuses on internal recruitment

of employees on every level. Either it is a top management job or there is a need of a
customer services executive (CSE), the emphasis mainly is upon the internal
recruitment, reason being that the people who have their experiences with the
organization, know the way of work in the organization more better than a person who
will be hired from outside. Another argument is that there is a need for more training for
the person who is new to the organization.

However, it doesn’t mean that the HR department of Warid Telecom always recruits
from within the company. Recruitment is done on the clean merit bases snd following
sources are used to gather the CV’s of the applicants:

1. Internal Circulation
2. Advertisement of a job vacancy on
a. Newspapers
b. Magazines
c. Internet
3. Staff Recommendations

Selection

Once the CVs are collected, these CVs are further analyzed by the HR department and
candidates are called for the selection interview and the most suitable ones are
selected. After the selection interview, the growth ladder is discussed with the new
comers so that they can know the growth and promotion criteria better and start putting
their efforts from the very beginning. Salary might also be negotiated with the new hires.
It is the policy of Warid Telecom that two people from the same family cannot be hired
in a same department or a function.

At all the levels of the organization, two steps are followed while selecting the
employees. These two steps are further discussed:

Application Form Filling Interview

In this interview, the candidate fills a specific application form in which he/she mentions
the salary required by him/her, name of the organization currently working at (if any),
previous relative working experience (if any) and all the basic necessary information.
After that, an interview is conducted by the interview panel in which the candidate is
analyzed carefully and it his/her personality is matched with the one required.
Orientation

After the selection interview, an orientation takes place. At Warid, the orientation period
is one week. The purpose of this is to help the new employee in becoming familiar with
the organization, In understanding the overall goals of the organization, In
understanding the tasks and duties assigned to him/her and to familiarize the employee
with the policies, procedures and the way the organization works.
 Training & Development

Warid gives the utmost importance to its employees because they are the running blood
of the organization. These employees are trained with time to time to enhance their
efficiency level and to equip them with the new ways of doing things more efficiently and
effectively.

Training Need Assessment

The need of training of Warid Telecom’s employees is assessed by different ways.

When employees are selected for a job and the tasks are assigned, every employee
has a right to get a training relating to the work. Employees are given full chance of
assessing their own training needs and if they feel the need for training, they can report
to their immediate supervisor, manager of the office or to the HR department directly,
depending on their position. Also if an employee’s supervisor or immediate boss is
observing that the efficiency of any employee is decreasing, he/she may suggest or
even give the training to that employee. Further, these trainings may be given in any of
the following ways in or outside Warid Telecom’s facilities.

On Site Training includes:

1. On-the-Job Training
2. Coaching
3. Job Rotation

Off Site Training includes:

1. Lectures/Seminars
2. Case Studies
3. Computer Assisted Instructions

The basic theme purpose of giving this training to the employees is to develop the skills
like verbal and written communication skills, interpersonal and social skills,
technological skills, learning skills and ethical behavior. Once there is adequate amount
of all these skills and characteristics in an employee, he/she is assigned the real tasks
of the job.
 Performance Appraisal System

Performance Appraisal Process

The way Warid Telecom treat its human resource needs no introduction as it has all
been discussed above. Now when it comes to Performance Appraisal process, it starts
with the collection of data about an employee’s performance at work. It is collected by
different tools, e.g. attendance, time of completing given tasks, number of tasks
performed out of job description (if any), efficiency in completing given tasks and
effectiveness of the work done with respect to accuracy and overall effect at the working
of organization.

This said criterion may differ from job to job as the attendance of an employee who is a
guard may have more weightage than that of a manager. The low level managerial or
non-managerial staff’s performance is normally evaluated by the business center
managers or franchise holders themselves. The transparency and honesty in work is
also given a high weightage at Warid Telecom’s facilities, and it is made sure that every
employee does his/her work with the honesty as he/she is supposed to do.

The procedure that is followed for the Performance Appraisal system is as discussed
here. All new staff (except GMs or above) will have to undergo probation period for 3
months. During the Probation period, the notice period is one day. Performance of the
employee is monitored closely, if the new staff is unable to perform as per Company’s
expectations, the probation may be extended or his/her service may be terminated. All
such decisions are made in consultation with HR Department.

The managerial staff’s performance is generally evaluated by the top management who
has the ultimate authority and right of taking work from the employees and evaluating
their work against the settled criteria. Their work require more focus and efficiency than
the lower level management and that’s the reason that their performance evaluation is
done by the senior level management and decisions regarding as to retain or fire and
hire a new employee at such a post, are also taken by the top managers.

The clerical and non-managerial staff’s performance is also monitored very closely, but
this is mostly done by the middle line managers and immediate bosses. An example
can be that, a customer services representative (CSR)’s performance maybe monitored
very closely by checking his/her behavior with the customers and the effectiveness in
regards that how good is he or she in satisfying the customer, and this check can be
performed by the business center manager, a call center supervisor or maybe a
franchise manager or some person from HR department itself if available. A sweeper
will be monitored by his very immediate supervisor who is the head of the sweepers or
the head of the cleanliness maintenance department.
 Compensation Management

Salary Structure, Compensation & Benefits

Salary Structure

The Company’s salary structure consists of salary grades and salary ranges. Structure
of salary’s existence of allows differences in performance and contribution to be
rewarded at different salary levels. Every year, the company reviews its salary range in
accordance with the results of a market survey to maintain the competitiveness of the
salary structure. It depends on how competitive we are when compared to the market.

The criterion which is used by the company for deciding the salary of an employee
includes the following:

• The employee’s related skills, knowledge and experience.

• The employee’s trend of performance over time versus the current year.

• Internal and external pay equity.

• Pay relationships: where to position the employee’s base pay relative to others
within the department who are performing similar work.

Warid Telecom’s Philosophy is to “Pay or Performance”, by comparing ourselves

primarily with other Telecom companies and also with multi-national consumer product
companies. They position their pay structure at 80th percentile of market and their
benefits are at market average. If an employee does not work for a full month, his/her
salary for that month will be prorated.

All employees will be paid around the 30th of each month. If the pay day happens to be
a holiday, then the day before that day will be used as pay day.
As a matter of Warid Telecom’s policy, disclosure of salary information is strictly
restricted. The specific salary paid to an individual should not be disclosed to anyone
within or outside the company. If any employee discloses the salary information to
anyone within or outside the company there is a strict disciplinary action against him
including immediate termination from his/her service.

The company made salary review because in this way it is easy or the company or
determining who is qualified to receive salary increase. The factors considered in
making the salary review are:

• Current performance of the employee.

• Current position of his/her salary within the assigned salary range.

• I this is appropriate, it is possible that there is no salary increase.

Compensation and Benefits

Following are the benefits given by Warid Telecom to its employees:

• Group Life Insurance.

• Hospitalization.

• Out Patient Medical Practice.

• Dental Treatment.

• Preventive Measures.

• Cellular Phone Policy.

• Car Policy.

• Others
Group life insurance coverage is provided to all employees. In the case of an
employee’s death the beneficiaries of the employee shall receive the insurance
benefits .the amount would be doubled in case of accidental death.

All employees their spouse and children up to the age of 25 (no limits for the unmarried
daughters) dependent parents are eligible for the hospitalization. For details please
watch compensation and beneficial departments

The employees are eligible to claim their medical out patient expenses up to a
maximum of one month’s grass salary each year. The following are covered under out
patient treatment

1. Consultation

2. Prescribed medicines

3. Pathological/clinical tests and x rays

The Company will reimburse the cost of following vaccinations for employees and their
dependents.

• Small pox

• Cholera

• Polio

• Typhoid

• Whooping cough( infants and children)

• Tetanus

• BCG for children only

• Diphtheria

• Gamma Globulin

• Hepatitis
The company expects its employees too appropriately and reasonable use the cellular
facility, keeping the perspective that this is a business tool and not a benefit /perk.
Furthermore, all personal /private calls shall be identified and duly paid by the user. If
the cellular phone bill exceeds the stipulated limits, additional bill is deducted from
salary of the employee.

All employees would be given a cellular connection, with the monthly maximum limit
considering their level of responsibility and job functions. It is expected that employees
with the company cellular phone facility keep their mobile activated for business use 24
hours a day and 7 days a week.

Warid Telecom provides all eligible employees (except GMs) with the corresponding car
allowance to compensate them for official commute, business and personal use. Pool
vehicles & Department Vehicles Necessary maintenance and provisioning of
Pool/Department vehicles are the responsibility of Admin Service department.

All regular employees are entitled to one monthly gross salary per year of service, as
gratuity after completion of one year of service. Gratuity amount is based on pay rate at
the end of employment. All regular employees are entitled to contributory provident
fund. The provident fund shall be deducted at a rate of 9% of basic salary per month
after successful completion of 90 days probationary period.