Ufone Customer Care Virtual Internship Report

Virtual University of Pakistan
Internship Report
(Ufone Customer Care Center)
Submitted
by
Madeeha Sahar
(MC060201468)
SESSION SPRING2006
SUBMISSION DATE FEBRUARY 4, 2010
VIRTUAL UNIVERSITY OF PAKSITAN
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I would dedicate my report to Virtual University,
my parents, my teachers and my friends whose
support has enabled me to do work.
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First and foremost appraise to my Allah for the blessing and opportunity for me to finish
my last semester internship report. I also want to give my special thanks to the Virtual
University of Pakistan for the full sport in whole MBA course. Also, I’m extremely
grateful to my course instructor. Who spent a lot of valuable time with me and gave all
the related information and expertise very generously about related courses. I am also
thankful to the instructors at VU CCI Sialkot(PSKT01) whom kind support and help has
enabled me to write this report.
I would like to express my deepest appreciation to my friends who have continuously and
convincingly conveyed a spirit to move forward. Without their persistent help this report
would have been impossible.
My special thanks to all the employees of the Customer Care Center for their continuous
support all through my internship period. Their advice, criticism, guidance and brilliant
ideas made me determined and motivated me to complete this report. They never gave up
teaching and supporting me to solve the problem while doing this project.
Thirdly, I would like to express my gratitude to my beloved family for their

encouragement, patience, support, financial support and sacrifice they have given us
during the implementation of project
Last but not the least I would like to express my gratitude to my friends who completely
supported me to complete this report. Also to all people that directly or indirectly helped
me to complete my internship report.
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The Pakistan Telecommunication Authority was established in January 1996 under
the Pakistan Telecommunication (Re-organization) Act, 1996. It consists of a
chairman and two members, Member (Technical) and Member (Finance). I joined
Ufone Customer Care Center as an internee on behalf of Virtual University of
Pakistan. I worked here for eight weeks and my basic purpose was to work with
professional personnel to learn the practical experience of Human Resource
Management, the techniques and skills. I learned there how to manage employees of
different departments. I can proudly say that now I am able to implement these in my
professional life and make my professional life skilful and beneficial for the
organization which I may join as an employee.
I found Ufone a company which is paying more attention to its customer’s

satisfaction. Ufone is a company starting from scratch and has shown utmost
performance in the last few years. Ufone is providing standardize compensations to
its employees believing that job satisfaction motivates them to work hard and provide
better results.
The organizational Structure at Ufone is Lean or Horizontal structure. One of the

organizational functions of Ufone in relation to its hierarchy is, the company is
having Decentralized structure. The flow of communication becomes easy and simple
in such structure. It is divided into different departments and every department has its
head and all are interconnected. The concept of Departmentalization is effectively in
practice at Ufone.
Proper planning is Ufone’s strongest point; all the products that they have launched
so far are backed by prudent strategies with proper market research and massive
advertisement campaigns. Decisions are taken at top level with some participation
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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.
Human Resource department is being headed by the HR executive designated as

Chief of Human resource department. The department is working for the personnel in
the organization. On the entry level of the HR department mostly MBA graduates are
working. It the motto of HR Department of Ufone; “Our Employees are Our Asset”.
This is the result of HR department’s commitment and determination that its
employees are getting world class facilities according to all international standards.
Human Resource planning is the greatest issue being discussed by management of
Ufone. The HR strategy here is needed to show that careful planning of the people
issues will make it substantially easier for the organization to achieve its wider
strategic and operational goals.
Employee selection is the process of selecting the employees from a pool of

candidates who are willing to do job for the organization, in other words matching the
compatibility of the employees and needs of the organization. Ufone uses outsourcing
for this purpose so These Companies During selection process, chooses from a list of
applicants those candidates who are best suited to the needs of the organization.
The organization has good hierarchical structure of reporting and managing working
of its all departments. Lower level employees are not involved in decision making
and also can’t give suggestions for improvement. Team working has been started in
the organization but all teams are not working according at their full potential due to
lacking of some rules.
Theses are the strengths of Ufone that it is a government backing company and
therefore it is offered lot of concessions and privilege. Offering quality products and
features in terms of value added services. There are also some weaknesses of Ufone
like; being a government organization has relatively less human and financial capital
available as compared to its major competitors. Its Turnover rate is also much high.
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Its opportunities are; Vast opportunities of growth as market penetration rate of the
cellular market of Pakistan is not much high. Ufone can further improve its network
in order to make more loyal customers. It has also some threats like; High taxes can
be imposed by Govt. of Pakistan on the cellular companies.
I observed that in Pakistan Telecom industry is most growing industry but still it
requires a huge investment for coverage. Ufone is a place where one can start is
career without any hesitation to make his/her dreams come true that reflects his skills
and passions. The Ufone environment gives flexibility for change, the opportunity to
learn, and providing career options with endless possibilities. There is agood harmony
among all departments and all departments are working together to create a work
environment, where all employees can improve their all kind of skills like;
continuously learn, gain professional growth and feel inspired by similarly motivated
individuals. I recommend that Ufone HR management should motivate its employees
because according to the employees there is no motivational aspect present which
gives a positive impact.
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1. BRIEF INTRODUCTION OF ORGANIZATION'S BUSINESS SECTOR..................1
2. OVERVIEW OF THE ORGANIZATION......................................................................3
Brief history:....................................................................................................................3
Nature of the organization:..............................................................................................4
Business volume: ............................................................................................................5
Product line:.....................................................................................................................5
Competitors:.....................................................................................................................8
3. Organizational Structure..................................................................................................9
Organizational Hierarchy chart:.......................................................................................9
Number of employees:...................................................................................................10
Main offices:..................................................................................................................11
Introduction of all the departments:
........................................................................................................................................11
Finance Department:..................................................................................................11
Information Technology Department:.......................................................................12
Customer Operation Department:..............................................................................13
Engineering Department:...........................................................................................14
Sales Department:......................................................................................................14
Marketing Department:..............................................................................................16
Human Resource Management Department:.............................................................17
Comments on the organizational structure:...................................................................18
4. PLAN OF INTERNSHIP PROGRAM..........................................................................19
A brief introduction of the branch where you did your internship:...............................19
Starting and ending dates of your internship:................................................................19
Names of the departments in which you got training and the duration of your training
........................................................................................................................................19
5. TRAINING PROGRAM...............................................................................................20
Detailed description of the operations/activities performed by the department(s) you
worked in:......................................................................................................................20
Consumer Operation Department:.............................................................................20
Human Resource Department:...................................................................................21
Detailed Description of the Tasks/Projects Assigned....................................................23
6. STRUCTURE OF HRM DEPARTMENT.................................................................25
Departmental hierarchy..................................................................................................25
Number of Employees working under HR department.................................................26
Mention any sub-department if exists under HR department .......................................26
7. FUNCTIONS OF HR DEPARTMENT........................................................................28
Human resource planning and forecasting.....................................................................28
HR process:...............................................................................................................28
Forecasting HR requirements...................................................................................29
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Methods to forecast HR needs:.................................................................................29
Employees recruitment & selection...............................................................................30
Sources of candidates:...............................................................................................31
Employment selection process:................................................................................32
Training & development:...............................................................................................34
Training need assessment:.........................................................................................34
Employee development: ..........................................................................................35
Performance management: .........................................................................................36
Setting performance standards & expectations:........................................................37
How performance reports are written:.......................................................................38
Employee compensation & benefits:.............................................................................39
Type of compensation & benefits:.............................................................................40
Organizational career management................................................................................40
Employee job changes:..............................................................................................41
Job changes with the organization.............................................................................41
Separations.................................................................................................................42
Labor management relations:.........................................................................................44
8. CRITICAL ANALYSIS................................................................................................45
9. SWOT ANALYSIS.......................................................................................................46
10. CONCLUSIONS .........................................................................................................49
11. RECOMMENDATIONS ............................................................................................50
12. REFERENCES............................................................................................................52
13. ANNEXES...................................................................................................................54
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1. BRIEF INTRODUCTION OF ORGANIZATION'S
BUSINESS SECTOR
The Pakistan Telecommunication Authority was established in January 1996 under the
Pakistan Telecommunication (Re-organization) Act, 1996. It consists of a chairman and
two members, Member (Technical) and Member (Finance). PTA regulates the
establishment, operation and maintenance of telecommunication services in Pakistan.
PTA played a major role in increasing the growth rate of the industry. A transition from
MPP (Mobile Party Pay) to CPP (Calling Party Pay) made incoming calls free. Moreover,
PTA gave incentive to the operator by reducing royalty, reduction in interconnection
charges and airtime tariff. All these factors made mobile phone affordable for a common
man.
Pakistan mobile industry at the moment is experiencing growth explosion. Though the
existing players are trying hard to meet the growing demand still there is a huge amount
of unmet demand in the country as against the supply of connection by the operating
mobile companies. Mobile telephones have become an integral part of the growth,
success and efficiency of any business economy. Recent years have witnessed an
explosion of new operators and users of cellular mobile communications. The importance
of mobile communications in today’s telecommunication industry has therefore become
indisputable. Cellular industry of Pakistan comprises of five companies namely Mobilink,
Telenor, Warid, Zong and U-fone, . All cellular companies are using digital technology
(GSM) for their cellular service.
The current global telecom industry, is going through a phase of turbulence after years of
stability, the situation is changing radically. The industry is facing number of challenges;
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the most pressing one is opening of the telecommunication sector. It has led to evolve
genuine competition in many markets; the introduction of mobile, Internet together with
other value added services is rapidly creating new segments of market with very few
similarities with the traditional marketplace. Moreover, with the convergence of services
and technologies in the developed economics is resulting in a totally different set of
issues to be addressed.
The cellular market in Pakistan is one of the fastest growing markets in the world and has
brought about considerable social and economic change in the country. With facilities
like CPP, fair interconnected, clear frequency band availability, trained manpower and
financial banking support, this sector has attracted the maximum investments into
Pakistan in the last 5 years.
Telecommunication has attracted investment from a wide variety of players. These range
from Telenor Norway, Warid UAE, Etisalat UAE, Singtel Singapore, Orascom Egypt,
QTel Qatar, Dialing Uzbekistan, etc. These are serviced by a range of vendors from
Europe, USA, China, and Canada etc.
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2. OVERVIEW OF THE ORGANIZATION
Ufone is a cellular company which has a large business sector in Pakistan. The company
commenced its operations, under the brand name of Ufone, from Islamabad on January
29, 2001. Ufone expanded its coverage and added new cities and highways to its
coverage network. Ufone now covers over 100 key cities and prominent highways across
Pakistan providing the customers best quality service and value for money. Ufone is the
100 percent subsidiary of PTCL.
Brief history:
Pak Telecom Mobile Limited (PTML) is a wholly owned subsidiary of Pakistan

Telecommunication Corporation Limited (PTCL) that started its operations in January
2001 under the brand name ‘Ufone’. As a result of PTCL’s 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 Ufone’s 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
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and across all major highways of Pakistan. Ufone currently caters for International
Roaming to more than 260 live operators in more than 150 countries. Ufone also offers
Pakistan’s largest GPRS & BlackBerry Roaming coverage available with more than 150
Live Operators across 105 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, it’s
all about U.
Coverage
We are, where you want to be is the motto of Ufone. At Ufone they aim to provide with
wider coverage, superior connectivity, clear signals & voice quality. Covering several
key destinations Ufone is the ultimate means to stay connected wherever the business
takes allowing seamless roaming through the network providing the best nationwide
coverage.
Ufone, being one of the leading cellular service provider has recently launched its service
in many new cities. Keeping up with its pace it is rapidly expanding its network. Ufone
keeps on adding new cities with same superior network that continues to expand. Ufone
covers all major cities of Pakistan now you can enjoy comprehensive coverage in areas
like the GT Road, Super Highway & Motorway etc. So wherever you are in Pakistan,
Ufone keeps you connected.
Nature of the organization:
The firm is best described as a “Sales Oriented” as well as “Market Oriented”.
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Sales Oriented Ufone mainly depends upon the number of units being consumed
by the customers. So it is a sales oriented firm.
Market Oriented Ufone cannot survive in the market if it fails to fulfill the needs
and demands of customers giving less rates and good quality
services.
Marketing Concept Its marketing concept revolves round its LOGO which says, “It’s
all about U”.
At Ufone, it’s always about you. In order to revolve with our customers and to keep pace
with your needs, we rejuvenated and revamped our image by changing our visual
identity. With a fresher look than is accepted and appreciated across the board by people
of all ages, we aim to connect with you and provide you state of the art services. No
matter who you are, where you are, what you want to say, how you want to say it or how
you feel, you are our focus. Because at Ufone, it’s all about U! Ufone understands value
of words and the need to communicate effectively and efficiently at all levels of society,
which is why its primary focus is on U, its valued customers bring strength to the
company.
Business volume:
Product line:
Short Messaging Service (SMS) & International SMS:
You can send and receive text messages upto 160 characters per SMS. If your handset
supports more than 160 characters, one SMS will be sent for every 160 characters. You
can exchange text message both nationwide & worldwide.
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Caller Line Identification (CLI):
You can find out the caller’s number automatically before answering the phone as it is
displayed on your handset.
Call Waiting:
Call Waiting allows you to receive calls while in conversation with another caller. To
activate your call waiting please call 333.
Voice Mail:
Voice mail lets you receive and store messages when you are unable to attend your calls;
if your phone is switched off, busy or out of coverage. To activate your voice mails
please call 333. To retrieve your voice messages please dial 191. You can enjoy message
storage capacity of 10 messages.
Phonebook Saver:
Lost or changed your phone and worried about your contacts?

With Phonebook Saver, now you can retrieve all your contact numbers instantly
whenever you lose them. So go on and create your personal Phonebook Saver account
and never lose a contact again.
GPRS enabled MMS, WAP & Internet Access
With GPRS (General Packet Radio System) you can access emails, browse the internet,
send and receive multimedia messages from your handset.
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Internet Access: You can access the internet by simply entering the desired website
address on your phone’s internet browser.
MMS: This service allows you to send and receive pictures, sound & video clips.
Emails: you can access your office emails and internet based emails using the GPRS
enabled handset.
Configuring Your Handset
To get GPRS / MMS settings on your handset simply type “handset model” and send it to
222, example type “nokia 6230i” and send to 222 to get the desired GPRS / MMS
Settings.
Prepaid IR
Now roam in various important destinations worldwide with the most affordable and
economical tariff offering. For details please call 333 from your Ufone.
Content Download
Ufone Postpaid offers a variety of content download services like,
• Monophonic / Polyphonic Ringtones
• True tones
• Java Games
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• Logos
• Picture Messages
• Color Wallpapers
• Mobile Themes etc.
Competitors:
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3. Organizational Structure
People who work together in organizations need a defined system or structure through
which they relate to each other and through which there can be a coordination of their
efforts. The defined relationships among the elements of an organization, namely people,
tasks, structure, and information and control processes – that characterize all
organizations is referred to as organizational structure.
The organizational Structure at Ufone is Lean or Horizontal structure. One of the

organizational functions of Ufone in relation to its hierarchy is, the company is having
Decentralized structure. The flow of communication becomes easy and simple in such
structure. It is divided into different departments and every department has its head and
all are interconnected. The concept of Departmentalization is effectively in practice at
Ufone.
There are different departments which are working within their functional units to
contribute towards the success of organization and to achieve the over all goal of the
Organization. Ufone has 8 departments that are working efficiently and all are interacting
with each other to make it a much better company by satisfying its customers demand.
The structure of Ufone comprises of Board of directors who are being reported by CEO,
Chief Executive Officer. CEO is a great supervision to the 8 Major operations of the
company.
Organizational Hierarchy chart:
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Number of employees:
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Main offices:
It has 21 Main Offices in different cities of Pakistan. The address of the main office of
Sialkot where I did internship is:
Plot # 2 Bungalow# 109,
Aziz Shaheed Road,
Saddar Bazar,
Sialkot Cantt.
Introduction of all the departments:
Finance Department:
The head of finance department is designated as CFO – Chief Financial Officer or Vice
president of financial head. There are further 4 subheads in Finance Department:
CNC
The department is responsible for Credit exposure for Ufone postpaid connection. The
department maintains the record of all postpaid subscribers in order to ensure the
subscribers validity.
Budgeting and Planning

The department is working over the budgets, the planning of budget and its reports to the
authorities. This head provides the annual budget to be spent. The function of this head is
also to forecast any opportunities or threats towards the organization. The reporting of the
budget is being done on the monthly basis to the head of financial officer to keep the
record of the budgets. Relationship with banks are also being maintained in order to get
help in the need time.
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Accounts
The accounting head is responsible for the book keeping of the records. The internal
audits are done to ensure the stream lined working of the processes as well as external
audit by the Accountancy firms.
Revenue Assurance
There are Revenue Assurance policies & procedures being made by the personnel. This
assurance head also Liaise with other departments, obtain, analyze and reconcile reports
to ensure prevention of revenue leakage. The sub-head also ensure error free billing
operations, deployment of key revenue assurance applications/solutions, fraud
management.
Information Technology Department:
While being a part of information technology and telecommunications, Ufone is having a

major department of Information technology. The head of information technology is
termed as CIO- Chief Information officers. IT department is working with the division of
further 2 sub-heads.
Billing
The billing department is responsible for aggregating CDRs and preparation of the
postpaid billing for customer from system.
IT Development
Any kind of IT development required by the company in billing or CRM (Customer
Relationship Management) module is done by IT development team.
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Customer Operation Department:
One of the departments to preserve the existing consumers, Ufone is having a department
of Customer operations; the head of this department is designated as VP COPs – Vice
president Customer Operations. The department is having 2 further sub heads.
Customer Care
Ufone provides customer care through Customer Care Center located in all key cities,
across the country. Ufone’s customer care representatives are more helpful. They will not
only resolve Consumers issues but also guide them into customizing Ufone, according to
their needs. Customers care is offered to through
Call Centre
Cal centre representatives are providing services, 24 hours a day. The customers can
contact the Ufone Call Center to get answers to all their queries. Some of them include:
Bill enquiry (credit limit, expiry date etc.), Reporting of lost phone, Number blocking in
case of lost or stolen SIMs, Connection status (active / inactive), Tariff, Products
information, Ufone Sales & Service Center information, Nearest dealer information, FNF
Activation / Changes , Post Pay Reward Redemption and some other activities.
Business Centre
The business centre of Ufone are offering various services to their customers, they are
basically company owned centre, the business centre offers the SIM issuance and other
customer related issues, retention of customers and handling requests for Mobile number
portability.
Govt. Relations
PTA – Pakistan Telecom Authority is the regulatory authority in Pakistan concerning the
network operators as well as telecommunication practices. Ufone is also abiding the rules
that are being made by PTA. The relationship with PTA is also being maintained as PTA
is Govt. regulation.
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Engineering Department:
The engineering department is Backbone of the company. The head of the department is
termed as CTO - Chief Technical Officers or Vice president. The Engineering department
is divided into 4 sub-heads
BSS – Business Support System

The subhead is responsible for Radio Planning and network optimization.
NSS – Network Switching Subsystem

The Network Switching Subsystem, at Ufone refers to as the GSM core network, usually
refers to the circuit-switched core network, which is being used by ufone GSM services
such as voice calls, SMS, and Circuit Switched Data calls.
There is also overlay architecture on the GSM core network to provide packet-switched
data services and is known as the GPRS core network. This allows mobile phones to have
access to services such as WAP, MMS, and Internet access. All mobile phones
manufactured today have both circuit and packet based services, so Ufone as a network
Operator that is having a GPRS network in addition to the standard GSM core network.
IN – Intelligence Network
The Intelligent network’s main purpose is to take care of charging of prepaid customers
and has the balance updates of each of the customer.
Sales Department:
The sales department at Ufone is headed by Vice president Sales. The department is
being divided into 3 main sub-heads.
Corporate Sales
The division of the sales department is handling the sales for executives or corporate
clients. These clients are having postpaid products with billing system.
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Franchises & Retail Outlets
This division is handling franchises and retail outlets with a network of more than 365
franchises and 25 company-owned customer service centers along with a distribution
network of 150,000 outlets nationwide.
Sales operations
Sales operations at the company have been set up to provide the customers, quality
services all under one roof so consumers can walk in to any Ufone Sales & Service
Center for services like:
• Mobile Number Portability
• Connection purchase
• Bill payment
• SIM Activation
• Number blocking in case of lost or stolen SIMs
• Transfer of subscription
• Changing access levels
• Number change
• Address change
• SIM replacement
• Product / package change
• Activation of VAS
• Connection closure
• Handset & other mobile accessories
• PIN / PUK code number inquiry
• GPRS
• IR activation
• Missed Call Notification
• Call Forwarding
• Conference Call
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• FNF Activation / Changes
• Post Pay Reward Redemption
Marketing Department:
The head of marketing department is designated as CMO- Chief Marketing Officer or

Vice President of Marketing Head. The department has further 3 subheads working in
specialized manner according to the skills and abilities of the employees.
Brands
There are basically two products of the Ufone which serves as the brands of the company.
This sub-head is responsible for the execution of the Brand Activities. Ufone is
performing the promotional activities in Brands sub-head, including advertising over
Electronic media and print media. The promotional strategies are made by the sub-head
to get the implementation.
Marketing Strategy and Analysis

The sub-head is working in order to formularize the marketing strategy according to the
market requirement and consumer preferences. The analysis about the market trend is
done and the strategies are made in relevance. Moreover, competitors are biggest source
of reacting towards the marketing activities.
Ufone is having a proactive marketing concept in context of competition.
VAS – Value Added Services

VAS sub-head is responsible for proficient functioning of conveniences provided to the
customers, these VAS are Virtual Private Network, Call Management, Missed Call
Notification, Phonebook Saver and a host of Infotainment and Entertainment services.
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Human Resource Management Department:
Human Resource department is being headed by the HR executive designated as Chief of

Human resource department. The department is working for the personnel in the
organization. There are 3 main sub-heads in the department
Recruitment and Compensation Benefits

Under this head the recruitment of employees takes place. Ufone has policy of not
declaring the name of the company in a job advertisement. Usually employees’ hiring
takes place through outsourcing with a help of a third party. Final selection takes place
after the candidate has been interviewed by the Manager of the department who requires
the new employee.
Training
Under this head the finally hired employees are provided with training. Training &
Development involves improving the knowledge, skills and abilities of the individuals. A
continuous training is conducted inside Ufone to improve the performance of the
employee. There are two types of trainings conducted at Ufone: In-house Training and
External Training.
HR Operations
HR operations at Ufone include the working over all Human resource Functions that are:
Orientation, Human Resource Planning, HR hiring / recruitment and many other which
will be explained in the section of detailed description of the departments where I
performed activities during my Internship.
Strategic Planning Department

This department directly reports to Chief Executive officer.
Ufone views strategy as an overall approach and plan. This department monitors the
executions of strategic plans and goals across the business. So, Strategic Planning at
company is the overall Planning that facilitates the good management of a process. Ufone
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strategic planning is providing the big picture of company’s operations and long term
goals.
• Forecasting the opportunities

• Building Synergies
• Long-term Planning
• Implementation of Strategic Plans
Comments on the organizational structure:
I worked there just for 8 weeks so every one was very kind and supportive with me.
Exceptions are always there in every organization there are some flaws which are not
good but it can be remove with the passage of time and with the support of each member
or you can say with the support of each entity either he/she is in the top management
setting the goals and making the strategies or the worker at the lower level who make it
possible to achieve the targeted point because if every individual do his work honestly
and take his/her responsibility to run his organization successful then those organizations
plays a dynamic role in the success field so in my 8 week’s work I personally observe
that every employ is willing to make their organization better and better that’s why I hope
they will cooperate to solve all those problems that can cause any harm for the stability of
their organization. Overall the organization was having a very good employs.
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4. PLAN OF INTERNSHIP PROGRAM
A brief introduction of the branch where you did your internship:

I did my internship in Ufone Customer Care Center in Sialkot which is the main place
where all the branches or sub-offices of Ufone are connected. All the administrative work
of all the departments is also done here. Ufone is the organization which goes with the
quality coverage and other services. This is the reason the network and services of
company are liked by customers and organization is making progress by leaps and
bounds. The branch operates according to the hierarchical structure of the organization.
Starting and ending dates of your internship:
I started my Internship on 9th October, 2008 and completed on 6th December 2008.
Names of the departments in which you got training and the duration of
your training
• Customer Care Department (Sub-Head Of Consumer Operation
Department)
• HR Department
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5. TRAINING PROGRAM
Detailed description of the operations/activities performed by the

department(s) you worked in:
Consumer Operation Department:

This department has been designed for existing customers. It performs many activities to
facilitate the existing customers. This department has further two sub-departments.
Following are the activities perfumed by these departments:
Customer Care
Ufone provides customer care through Customer Care Center located in all key cities,
across the country. Ufone’s customer care representatives are more helpful. They will not
only resolve Consumers issues but also guide them into customizing Ufone, according to
their needs. Customers care is offered to through
Call Centre
Cal centre representatives are providing services, 24 hours a day. The customers can
contact the Ufone Call Center to get answers to all their queries. Some of them include:
• Bill enquiry (credit limit, expiry date etc.)
• Reporting of lost phone
• Connection status (active / inactive)
• Tariff
• Products information
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• Ufone Sales & Service Center information
• Nearest dealer information
• Ufone coverage areas
• Emergency number information
• International roaming information
• Value added services information
• Missed call alerts
• Call forwarding
• Conference call
• Post Pay Reward Redemption
Business Centre
The business centre of Ufone are offering various services to their customers, they are
basically company owned centre, the business centre offers the SIM issuance and other
customer related issues, retention of customers and handling requests for Mobile number
portability.
Govt. Relations
PTA – Pakistan Telecom Authority is the regulatory authority in Pakistan concerning the
network operators as well as telecommunication practices. Ufone is also abiding the rules
that are being made by PTA. The relationship with PTA is also being maintained as PTA
is Govt. regulation.
Human Resource Department:

Human Resource department is being headed by the HR executive designated as Chief of
Human resource department. The department is working for the personnel in the
organization. On the entry level of the HR department mostly MBA graduates are
working. It the motto of HR Department of Ufone; “Our Employees are Our Asset”. This
is the result of HR department’s commitment and determination that its employees are
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getting world class facilities according to all international standards. Following are the
duties of HR Department which are ensured in any cost:
• It ensures that the right systems are in proper place to develop its
employees’ full potential.
• The Reward System and Performance Management are designed.
• A friendly and collaborative work environment is created which
encourages employees to show their best.
• A flawless and clear Recruitment and Selection policy is defined.
• It is assessed that who employee requires more training and then
Training program is designed.
There are 3 main sub-heads in the HR department
Recruitment and Compensation Benefits

Ufone has this policy of not mentioning the name of the company in a job advertisement.
Usually hiring takes place through outsourcing with a help of a third party. Mainly two
third parties are working for the hiring of employees for Ufone i.e. Pioneer Services.
Final selection takes place after the candidate has been interviewed by the Manager of the
department who requires the new employee. A very effective way to retain an employee
is to give him compensation and benefits. At Ufone following benefits are given: Medical
Facility to employee and his/her parents and Paid Vacations, Gratuity, Provident fund etc.
Training
Training & Development involves improving the knowledge, skills and abilities of the
individuals. A continuous training is conducted inside Ufone to improve the performance
of the employee. There are two types of trainings conducted at Ufone: In-house Training
and External Training.
HR Operations
HR operations at Ufone include the working over all Human resource Functions that are:
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• Orientation
• Human Resource Planning
• HR hiring / recruitment
• Selection Process
• Compensation and benefits
• Training and Development
• Human Resource Information system
Detailed Description of the Tasks/Projects Assigned

During the internship program I worked in Customer Care Department which is the Sub-
Head of Consumer Operation Department and in HR Department. In Customer Care
Departments I performed many tasks. I was assigned duties of Customer Care
Representative. My duties were to deal with the regular consumers and with new
consumers. I was inquired by new or old consumer for the following inquiries:
• Bill enquiry (credit limit, expiry date etc.)
• Reporting of lost phone
• Connection status (active / inactive)
• Tariff, Products information
• Ufone Sales & Service Center information
• Nearest dealer information
• Post Pay Reward Redemption and some other activities
The organization has a great focus on quality and it tries to deliver quality at every level
to customers, employees and owners however. For the above mentioned inquiries I
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worked with my senior CC Representatives and all they all helped me out in all kind of
inquiries.
While working in Human Resource Management Department I worked with members

to have practical experience of what I studied. However during this time I was
assigned a major task of collection of CVs for the candidates of the said vacancies.
After the collection of CVs, I scrutinized the candidates for particular vacancies. Then
I scheduled test of those candidates. After conducting tests I short listed potential
candidates and made them calls for the final interviews.
After the completion of this task I was assigned duties of assistant HR manager. I had
to assist HR Manager in the project of team building in the Customer Care Center.
As, the top management was not committed to grouping or team building, because
according to them it leads to wastage of resources and time as it develops more group
discussions and group or tem related goals dominate over the organizational goals. I
was assigned the task to convince top management for team building because no
function in an organization is performed without having commitment of top
management. The way to convince top management for this purpose was to show the
results of employees working in teams and working without teams. So, I was assigned
the task of teams building at Customer Care Department; I examined their working,
behavior, I also examined their relation with each other. Then I submitted the report
to HRM department head and then forwarded it to top management.
During this task I did the work of team building for employees in Customer Care
Center. Teams were built for two weeks to measure the performance and two weeks
performance data was taken when employees were working without teams. As,
mentioned earlier, majority of employees is involved in dealing with the old and new
customers that’s why the teams were built on this level. There are 10 Customer Care
Representatives, so five teams were built here, each comprising of two members. All
these teams were working on different inquiries for a specified time. After that
specified time their inquiries were changed. So we analyzed that during this
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experiment the customer were more convinced. The no. of complaints was reduced.
So, we finally submitted report to the top management.
The report I submitted showed that team working contributed to improve the
effectiveness of employees which was attained through the proper satisfactions of the
customers. In teams, members worked together to analyze and solve problems on an
ongoing basis. Team working emphasized the ability of individuals to work together
and achieve the goals which are common for all team members. It also motivated
employees through developing competition among teams.
6. STRUCTURE OF HRM DEPARTMENT
Departmental hierarchy
The senior manager and the assistant manager are responsible for the training and
development functions of the organization. They take main decisions regarding the final
hiring of the employees and the pay and rewards packages allocated to them. They are
also responsible for the establishing of the performance evaluation criteria. The manager
and the executives are responsible for theSenior Manager
operations. But HR
besides taking care of the day-
to-day operations, they perform the function of recruiting and staffing as well.
Conducting the job analysis for each job is also the responsibility of the manager and his
executives. HR Manager
Assistant Manager HR
Senior HR Executive
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HR Executive
Number of Employees working under HR department
Mention any sub-department if exists under HR department
HR Department
Training
Outsource
& HR
Operation
Development Operations
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The above diagram shows the structure of Human Resource Management. As mentioned
earlier, there are three subheads of HR Department each having a concern for different
Human Resource activities.
• First head is Training & Development which is responsible for the trainings of
new hired and old employees. It is responsible to analyze the employees and then
decides the training programs to enhance the working and performance of the
employees.
• Second subhead is HR Operations which is responsible for the staffing of
employees, determining how many employees are required in which department
and determining the job requirements, telling the job description. He is concerned
with recruiting, hiring and firing process of employees.
• The third subhead is responsible for the outsourcing. It determines and ensures the
working of outsourced company. It watches their working and has a check and
balance on that outsourced company.
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7. FUNCTIONS OF HR DEPARTMENT
Human resource planning and forecasting
HR process:
Human Resource Planning: Human resource planning is the term used to describe
how companies ensure that their staff is the right staff to do the jobs. Sub topics include
planning for staff retention, planning for candidate search, training and skills analysis
and much more.
Human Resource planning is the greatest issue being discussed by management of

Ufone. The HR strategy here is needed to show that careful planning of the people
issues will make it substantially easier for the organization to achieve its wider strategic
and operational goals. The organization makes HR planning by keeping in view the
following points:
• changes in the overall employment market with respect to remuneration levels

• changes in the employee relations climate
• changes in the legal framework surrounding employment
• HR and employment practice being developed in other organizations, such as new
flexible work practices.
HR planning is done by the organization basically to ensure the following points:
• it has the right people in place
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• it has the right mix of skills
• employees display the right attitudes and behaviors, and
• Employees are developed in the right way.
The HR Planning model for the organization comprises of six steps which is given below:
1. Setting the strategic direction

2. Designing the Human Resource Management System
3. Planning the total workforce
4. Generating the required human resources
5. Investing in human resource development and performance
Assessing and sustaining organizational competence and performance
Forecasting HR requirements
Forecasting leads to projections for future. In order to fulfill the organization’s objectives
and carry out the strategies successfully there is great need for the organization to
forecast human resource requirement. Ufone carries out the forecasting based on the
information from past and present to identify expected future conditions. Such
information is taken based upon both internal and external environment assessment i.e.
external scanning and internal strengths and weaknesses and future projects/offers
assessment. Forecasting is necessary because on the base of this forecasting hiring.
Recruitment, layoff and downsizing of employees are done. This forecasting of human
resources is required because on the basis of this forecasting management of employees
is done and also the budget is determined from the forecasting.
Methods to forecast HR needs:

The future demand for employees is calculated on an organization wide basis while
taking in consideration the needs of individual units of the organization. Generally, HR
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manager who handles with forecasting HR needs takes into consideration the openings
which are likely to occur and on the basis of such information planning is done. Openings
occur when employees leave a position because of promotion or termination.
There are basically six techniques or methods for forecasting demand namely;
• Direct Managerial Input,
• Best Guess, Historical Ratios,
• Process Analysis,
• Other Statistical Methods, and
• Scenario Analysis.
Ufone mostly uses Historical ratio method for forecasting the human resource
requirements. Here overall headcounts are related with other business factors such as
number of items manufactured and number of clients served. Operating budget is also
used as headcount predictors. These factors provide a good forecast in terms of total
workers requirements. These historical ratios change if there is a change in the mixture of
regular employees, temporary employees and outsourced contracts. Historical ratios
should be used along with anticipated changes in productivity and alternative staffing
strategies. This method is best for the organization because the HR requirements vary
considerably according to manufacturing orders. Moreover another advantage is that it is
readily understood and easily developed with simple methodologies.
Employees recruitment & selection
Employee recruitment and selection is the process in which the employees which are
needed for the organization are brought to the organization through a lengthy procedure.
Each step in this process requires a lot of care as negligence at any stage can be harmful
for both the organization as well as for the employee. Employee selection is the process
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of selecting the employees from a pool of candidates who are willing to do job for the
organization, in other words matching the compatibility of the employees and needs of
the organization. Recruitment is the process of bringing the selected employees to the
organization. Ufone basically needs the skills which are required to perform the job at the
base level employees. Secondly most care is taken for selecting the employees at the
managerial and official positions.
Sources of candidates:
Sources of candidates in an organization represent the sources from which employees are
to be selected for the organization. Employees for a particular position or job can be
selected from outside as well as inside the organization. Ufone uses both internal and
external sources for selection and recruitment of employees with the help of outsourcing
Companies.
 Internal sources:
When job vacancies exist, first place that Ufone looks for placement is
within itself. Because of the services and commitment, the present
employees provide to this organization, they are deserved to be
promoted to high positions as well as to be selected for new positions.
Internal recruitment is beneficial in the sense that it provides track
records of present employees and on that basis decides that they will
be successful or not for the position. For managerial and official
positions such as heads of departments’ mostly internal sources are
used in which the subordinates working under departmental heads are
firstly given priority after checking their qualifications. If they can
match the organization needs, then selection is done. Moreover for
production department supervisors mostly selection is done from
employees working. The basic methods for internal source recruitment
include:
• Promotion
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• Contacts and referrals
• Job posting
 External sources:
External sources for hiring the employees include people outside the
organization. It includes:
• Employee who have worked in the competing organizations.
• Unemployed people having skills and knowledge for the job
position.
• Freshly qualified people from universities in respective fields
Employment selection process:
As I have mentioned above that Ufone uses outsourcing for this purpose so These
Companies During selection process, chooses from a list of applicants those candidates
who are best suited to the needs of the organization. However somewhere in selection
process, steps vary because of the requirements of vacancies. As for selection of
employees for stitching, packaging, cutting etc long procedures are not taken into
consideration, while for official selection each step is performed carefully for selection.
However, the steps for selection procedure are discussed below:
1. Collection of Curriculum Vitae:
The first step in the selection process is the collection of curriculum vitae of
candidates after there is seen a vacancy/vacancies/new job position in the
organization. The willing candidates submit their CVs in the organization
through email or through post.
2. Initial screening:
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All the CVs are carefully watched and assessed to determine which candidates
have required qualifications for the position. The candidates whose
qualifications do not match with the job position are kept aside.
3. Employment test:
The applicants whose qualifications match with job position are called for
employment test. This is a written test which is designed by hiring HR
manager in consultation with the department head of the vacant position. For
skilled workers this is not written test but employees are given samples for
working, even if they don’t have the exact skills but have the competency to
learn then they are hired.
4. Interview:
Those employees who pass the test are called for an interview which is
conducted by, HR hiring manager and department head of vacant position.
According to requirement of job, interviewers may vary. Interview is almost
the final step which chooses two or more candidates from the list who have
passed the employment test.
5. Background check:
Background check is performed of successful candidates from interviews,
whom the organization is willing to employ. It involves checking the accuracy
of candidates through former employees and references.
6. Conditional job offer:
Conditional job offer is given to two employees who work for two weeks in
the organization and on the basis of their performance it is decided who
should be permanently employed.
7. Final selection decision:
The employee who performs well and is considered suitable for the
organization is selected permanently for the organization.
Hiring for skilled workers consists of following steps:

• Employment test
• Background check
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• Conditional job offer
• Final selection decision
Training & development:
Training and development is essential to carry out the work and run the organization
smoothly. Ufone conducts training and development programs through considering
following points for employees and for organization
• Enabling learning
• Facilitating meaningful personal development
• Helping people to identify and achieve their own personal potential
Training need assessment:
Training is itself defined as continuous effort to improve employee competency and

organizational effort. So, training need is assessed whenever there is considered a
need for improving the organization or improving the performance of the employees.
Moreover, if any problem occurs like any inquiry is not properly completed at time or
the customer is not very much satisfied with the concerning personnel, then it shows
that there is some problem with the employees and they need training and
development.
Training programs so are conducted continuously whenever training need is assessed

and trainers in this case are the immediate heads of all departments. Moreover,
periodical/annual training is also done. During this period employees are taught new
skills and coached about developing their behaviors so that it is beneficial in their
personal, relational and organizational life.
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Employee development:
Employee development is the process which includes an ongoing and joint effort of the
employee and the organization and in which work is done to upgrade employee’s
knowledge, skills and abilities. Successful employee development takes place when there
is balance between an individual’s career, needs and goals and the organization’s needs.
Ufone shows concern for employee development programs because it makes positive
contributions to organizational performance. A more highly skilled workforce can
accomplish more and a supervisor's group can accomplish more as employees gain in
experience and knowledge.
Employee development is done for existing employees and to retain these employees
because retaining an employee saves the organization a great deal of money. One method
of retention is to provide opportunities to develop new skills.
In developing the employees heads of all departments are assigned the duties and they
perform the basic roles:
These basic roles include:
• Coaching employees to help them determine what they need for development
• Providing both positive and corrective feedback about employees’ work.
• Offering organizational insight, information, and advice to employees.
• Guiding the planning through goal setting and checking back over time
• Allotting time and money for development experiences
• Ensuring opportunities for applications of new learning
During employee development the Ufone considers the following points to be understood
by employees.
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• Specific goals; identify goals for new skills and look for ways to meet those goals
• Employees should have energy to make development possible.
• Employees should ask for feedback.
• Employee should coach others and find good coaches for him or herself
• Developmental relationships that provide a variety of learning
Performance management:
Performance management is the means of getting better results. It is the process that
significantly affects organizational success in which managers and employees work
together to set expectations, view results and reward performance. It is process of
understanding what is to be achieved and an approach to manage and develop people so
that “what is required is achieved.’ Its goal is to provide an accurate picture of
past/future employee performance.
Performance management is one of the most important parts of a Head of Department’s

job. Whether working with a long-term employee or a problem employee, all staff
members need ongoing feedback about organization’s expectations and their
performance. Throughout the year, there are performance management stages that are
ongoing in day-to-day interactions with employees, while others happen at fixed points in
the year, or on an as-needed basis.
Performance appraisal may be defined as a structured formal interaction between a

subordinate and Head of Department, that usually takes the form of a periodic interview
in which the work performance of the subordinate is examined and discussed, with a
view to identify weaknesses and strengths as well as opportunities for improvement and
skills development. The appraisal results are used to identify the employees who are
better performing and who deserve to get the majority of available merit pay increases,
bonuses and promotions.
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In the same way, appraisal results are used to identify the poorer performers who may
require some form of counseling, or in extreme cases, demotion, dismissal or decreases
in pay.
For Ufone Performance system is fundamentally, a feed back process, which requires
sustained commitment. This organization considers that the cost of failure to provide
such feedback may result in a loss of key professional employees, the continued poor
performance of employees who are not meeting performance standards and a loss of
commitment by employees, in sum, the myth that the employees know what they are
doing without adequate feedback from management can be an expensive fantasy.
The appraisal systems serve a two fold purpose
1. To improve the work performance of employees by helping them realize and use
their full potential in carrying out their organization’s mission.
2. To provide information to employees and managers for use in making, work
related decisions.
Setting performance standards & expectations:
The appraisal process begins with the establishment of performance standards. These
should have evolved out of job analysis and the job description discussed under human
resource planning. These performance standards should also be clear and objective
enough to be understood and measured. Too often, these standards are articulated in some
such phrase as "a full day's work" or "a good job" Performance standards basically
confront around following three points.
• Reliability
• Acceptability
• Practicality
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How performance reports are written:
The performance reports of the employees are written in a series of process through
which performance of employees is measured, on the basis of that measurement
employees are evaluated and then reports are written about the performance. Performance
reports writing actually is started with the performance appraisal process, the detail of
this process is given below:
• THE APPRAISAL PROCESS

 Established performance standard
 Communicate performance expectations to employee
 Measure actual performance
 Compare actual performance with standards
 Discuss the appraisal with the employees
 If necessary, initiate the corrective action
• Feedback
Feedback is necessary to determine what actual performance. To measure actual

performance, it is necessary to acquire information about it. Here, the organization is
concerned with how to measure and what to measure.
What is to be measured is probably more critical to the evaluation process than how to
measure, because the selection of the wrong criteria can result in serious dysfunctional
consequences. And what is measured, determines, to a great extent, what people in the
organization will attempt to excel at.
38
In this whole process, one of the most challenging tasks which managers face is to
present an accurate appraisal to the subordinate and then have the subordinate accept the
appraisal in a constructive manner. Appraising performance touches on one of the most
emotionally charged activities the assessment of another individual's contribution and
ability. The impression that subordinates receive about their assessment has a strong
impact on their self-esteem and, very important, on their subsequent performance.
The final step in the appraisal is the initiation of corrective action when necessary.
Corrective action can, be of two types. One is immediate and deals predominantly with
symptoms. The other is basic and delves into causes. Immediate corrective action often
described as "putting out fires," whereas basic corrective action gets to the source of
deviation and seeks to adjust the difference permanently. Immediate action corrects
something right now and gets things back on track.
Employee compensation & benefits:
Compensation is one of the top issues which the employees look at when they want to
join an Organization. Compensation Administration Department is responsible for
developing compensation programs, policies, and approaches that meet the needs of all
departmental units as they attract, retain, and develop their faculty and staff.
The Human Resources Ufone considers following points while setting compensation and
benefits for employees.
 Ensure internal equity amongst all the departments and their positions.
 Designing and installing job evaluation program
 Pay structure
 Analyzing jobs and their dollar-worth
 Maintaining suitable records
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 Wage and salary surveys of the labor market)
 Achieve and maintain appropriate labor market competitive salary levels
 Provide flexibility to address unit needs while maintaining parameters
established for the organization.
 Recognize and reward
Type of compensation & benefits:
 Health and Safety (health programs, safety programs, Medical facility)

 Benefits and Services (insurance programs, Transportation facility, sick
leave pay plans, loan funds, LFA salary, Yearly bonus programs along
with special bonuses for achieving high targets).
 Designing and installing job evaluation program, pay structure, analyzing
jobs and their dollar-worth, maintaining suitable records, wage and salary
surveys of the labor market Equal Employment Opportunity (no
discrimination in terms of gender, race, age, national origin, religion.
Involves complaint investigation, interpretation and policy, monitoring
performance).
 Life insurance
 Vacation and leaves
 Provision of mobile phones to managerial and official staff
Organizational career management
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Employee job changes:
Career progress is something which is continuous, with the input from organization in
term of training, feedback and counseling. In today's changing scenario this has to be
followed in every organization so that an individual make progress in the career adding
value to him and the organization. Respondent were asked about the current system
helping in their career progress.
Job changes with the organization
 Promotion:
A promotion may be defined as an upward advancement of

an employee in an organization to another job, which
commands better pay/wages, better status / prestige and
higher opportunities / challenges and responsibility, a
better working environment, hours of work and facilities
etc.
OR
A promotion is a change for an individual (as opposed to a

position) in duty assignments and title to another in a
higher pay grade, which involves significantly higher level
of responsibility and requires higher qualification.
 Transfer:
The change of an employee from one position to another

position with the same salary range maximum is termed a
“Transfer”. When employees in Ufone are moved from one
job position to another with same classification level or
41
pay-grade or salary range, it is said to be moved or
transferred in the organization. It does not involve an
increase or decrease in employee compensation level
neither there is a change in rank of employee.
 Demotion:
The change of an employee from one position to another

position having a lower salary range maximum is termed a
“Demotion”. A demotion is a change in duty assignment
from a position in one classification to a position in another
classification in a lower pay grade, which involves a lower
level of responsibility or requires lower qualifications. The
salary rate will normally not exceed the maximum of the
new salary grade/range. However, managers are
encouraged to minimize this decrease to the extent
possible.
Separations
 Layoffs:
Ufone conducts layoffs after analyzing the situation.
Employees are temporarily laid off so that the same skilled
employees may become available when there are large
customer orders.
 Termination:
Depending on the case, the decision may be made by the
employee, the employer, or mutually agreed upon by both.
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Voluntary termination is a decision made by the employee
to leave the job. Such a decision is commonly known as
"resignation", "quitting", "leaving", or "giving notice"
 Resignation:
A resignation can occur when a person holding a position

gained by appointment steps down, but leaving a position
upon the expiration of a term is not considered resignation.
When an employee chooses to leave a position it is
considered a resignation, as opposed to termination, which
occurs when the employee involuntarily loses a job.
Whether an employee resigned or was terminated is
sometimes a topic of dispute, because in many situations a
terminated employee is eligible for severance pay and/or
unemployment benefits, whereas one who voluntarily
resigns may not be eligible. Abdication is the equivalent of
resignation of a reigning monarch or pope, or other holder
of a non-political, hereditary or similar position.
 Retirement:
Retirement is the point where a person stops employment

completely. A person may also semi-retire and keep some
sort of retirement job, out of choice rather than necessity.
This usually happens upon reaching a determined age,
when physical conditions don't allow the person to work
any more (by illness or accident), or even for personal
choice (usually in the presence of an adequate pension or
personal savings).
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Labor management relations:
• If an employee has some problem he can report to senior supervisor and if not
addressed he can send it to HR department head by putting the written complaint
in the locked box in the factory.
• A written letter may be addressed to the employees describing the contravention
committed.
• Deduction from the salary depending on the type of offence and decision taken
accordingly.
• Unauthorized absence of more than two times in six months can result in
termination of employment.
• If a lower level employee is harmed or mentally tortured by his senior, he is
compensated by the person harming him.
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8. CRITICAL ANALYSIS
Ufone is a well reputable cellular company. It is functioning in a good manner and

having improvements in all departments and in the whole organization as well with
the passage of time and according to needs. The organization has good hierarchical
structure of reporting and managing working of its all departments. Lower level
employees are not involved in decision making and also can’t give suggestions for
improvement.
Though Employees are hired and recruited in a systematic way which enables
organization to have competent employees but sometimes employees are hired
without the proper process. Moreover, employees are trained according to their needs
and their job positions which enhance their capabilities and also give advantage to
organization. Daily work of an employee is checked by immediate supervisor whose
work is checked by his supervisor. Team working has been started in the organization
but all teams are not working according at their full potential due to lacking of some
rules.
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9. SWOT ANALYSIS
Strengths:
• Ufone is a government backing company and therefore it is offered lot of
concessions and privilege
• Pakistan’s 2nd GSM technology.
• Edge Technology
• Coverage on Motorway and GT roads
• It has a strong brand identity. It has successfully projected itself as a company

meant to serve its people.
• Ufone has Wide network.
• Highly motivated and trained workforce.
• Offering quality products and features in terms of value added services
• Ufone has a comprehensive promotional strategy.
• Ufone has a unified network of franchises.
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• Electronic Voucher Distribution (EVD) is a great new re-charge option for
prepaid subscribers that doesn't relay on the availability of scratch cards for
topping up their Ufone credit. This service is great because it ensures that the
credit require for Ufone connection will always be available on-demand.
Weaknesses:
• Ufone being a government organization has relatively less human and financial
capital available as compared to its major competitors
• There is no proper planning to gratify the massive quantity of demands
• Some Customer services provided by Ufone response very late to its customers
• Its Turnover rate is much high.
Opportunities:
• Vast opportunities of growth as market penetration rate of the cellular market of
Pakistan is not much high
• The adoption of new technologies in has increased the demand for it which is
helpful to reduce the operation costs
• Ufone can develop direct relationship with retailers on large scale through
Electronic Voucher Charge.
• Ufone can further improve its network in order to make more loyal customers.
• With the globalization of the world Ufone can further increase its market.
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• Ufone can offer jobs to the students of different Universities to give them
employment in the organization. It can be done by posting their job
advertisements on university bulletin boards or notice boards and also ask the
fresh graduates for walk in interviews.
• It is the subsidiary of Govt. of Pakistan, It can acquire much funs to improve its
technologies.
• It can target corporate sector
Threats:
• Ufone has greatest threat to its potential competitors. The reason is that these
companies have introduced new technologies with consumer friendly packages.
Ufone will have to devise its defensive strategies tactfully in order to retain its
share in the market
• Latest development in technology is also a massive threat for Ufone because

things are changing so frequently in the market with the change in technology
• High taxes can be imposed by Govt. of Pakistan on the cellular companies.
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10. CONCLUSIONS
I observed that in Pakistan Telecom industry is most growing industry but still it requires
a huge investment for coverage. The cellular phone market has strong competition also
after the entrance of strong and potential competitors like Zong which China Mobile
Company and other. Competitors are hiring professionals to entertain the consumer
which is resulting technological implementation and value added services.
Ufone is a place where one can start is career without any hesitation to make his/her
dreams come true that reflects his skills and passions. The Ufone environment gives
flexibility for change, the opportunity to learn, and providing career options with endless
possibilities. Ufone top management believes that all employees of the Ufone have full
rights to play important role in offering input and be involved in helping their
organization nurture.
There is agood harmony among all departments and all departments are working together
to create a work environment, where all employees can improve their all kind of skills
like; continuously learn, gain professional growth and feel inspired by similarly
motivated individuals. It is the gratitude of Ufone that it is providing the best possible
working environment. They take a constant interest in ones progress by conducting
evaluations and offering the support and resources one needs.
I also analyzed that people are concerned about call rates they do not prefer any particular
company. Consumer searches good service with lowest call rates, although companies are
minimizing call rates this will result more growth in the market and to meet the customer
needs by satisfying them.
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11. RECOMMENDATIONS
They should follow the world standard or the HR 360 degree standard where not only the
boss evaluates the employees but the whole panel and the colleges and sub ordinates also
evaluate the employee on work performance. At the moment Ufone is just a procedure-
oriented company. It should shift from that to an employee oriented company so as to
satisfy and motivate the HR.
Ufone HR management should motivate its employees because according to the

employees there is no motivational aspect present which gives a positive impact. Some
Customer Care Centers of Ufone does not follow a very professional attitude and
personal favoritism is present even employees are also evaluated on the personal relations
with their respective upper management with out taking performance much into
consideration.
Ufone is not providing the employees a lot of training sessions but they have a condition
on that. The respective employees has to sign a bond with the organization that they will
not leave the organization for a specified period of time lets say for 5 years and if they do
they would have to pay an amount of money as a fine if they have received the training.
So this kind of bounds creates chaos among the employees, which can have a negative
impact the company.
50
The HR department of any organization is known as the backbone. So, it should provide
as much facilities and compensations to its employees as it can.
51
12. REFERENCES
• Ufone – Department of Strategic Planning
• Research Methods (STA601)
• Pakistan Telecommunication Authority – Annual Reports 2007-2008
• www.ufone.com
• www.telecompk.net
• www.pta.gov.pk
• www.scribd.com
• www.propakistani.com
• www.financialdaily.com
• www.docstoc.com
52
53
13. ANNEXES
54

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Virtual University of Pakistan

SUBMISSION DATE FEBRUARY 4, 2010

VIRTUAL UNIVERSITY OF PAKSITAN

my parents, my teachers and my friends whose

support has enabled me to do work.

Thirdly, I would like to express my gratitude to my beloved family for their

I found Ufone a company which is paying more attention to its customer’s

The organizational Structure at Ufone is Lean or Horizontal structure. One of the

Human Resource department is being headed by the HR executive designated as

Employee selection is the process of selecting the employees from a pool of

Pak Telecom Mobile Limited (PTML) is a wholly owned subsidiary of Pakistan

Nature of the organization:

The firm is best described as a “Sales Oriented” as well as “Market Oriented”.

Short Messaging Service (SMS) & International SMS:

Lost or changed your phone and worried about your contacts?

GPRS enabled MMS, WAP & Internet Access

Configuring Your Handset

Ufone Postpaid offers a variety of content download services like,

• Monophonic / Polyphonic Ringtones

• Mobile Themes etc.

The organizational Structure at Ufone is Lean or Horizontal structure. One of the

Organizational Hierarchy chart:

Introduction of all the departments:

Budgeting and Planning

Information Technology Department:

While being a part of information technology and telecommunications, Ufone is having a

BSS – Business Support System

NSS – Network Switching Subsystem

The head of marketing department is designated as CMO- Chief Marketing Officer or

Marketing Strategy and Analysis

VAS – Value Added Services

Human Resource department is being headed by the HR executive designated as Chief of

Recruitment and Compensation Benefits

Strategic Planning Department

• Forecasting the opportunities

Comments on the organizational structure:

A brief introduction of the branch where you did your internship:

Starting and ending dates of your internship:

Detailed description of the operations/activities performed by the

Consumer Operation Department:

Human Resource Department:

There are 3 main sub-heads in the HR department

Recruitment and Compensation Benefits

Detailed Description of the Tasks/Projects Assigned

While working in Human Resource Management Department I worked with members

6. STRUCTURE OF HRM DEPARTMENT

Mention any sub-department if exists under HR department

Human resource planning and forecasting

Human Resource planning is the greatest issue being discussed by management of

• changes in the overall employment market with respect to remuneration levels

HR planning is done by the organization basically to ensure the following points:

• it has the right people in place

1. Setting the strategic direction

Assessing and sustaining organizational competence and performance

Methods to forecast HR needs:

• Direct Managerial Input,

• Best Guess, Historical Ratios,

• Other Statistical Methods, and

Employees recruitment & selection

Employment selection process:

Hiring for skilled workers consists of following steps:

Training & development: