Human Resource Management Practices

WARID Telecom Service Provider of Pakistan

We dedicate this project to my beloved parents, teachers and friends for keeping my spirit high and for their love, support and guidance throughout my life. Project Members: AnumJillani ToobaIqbal MehwishHussain Wafa Akbar Ali Mahwish Ilyas

About

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 Telecoms continued growth and to enhance its market position. Abu Dhabi Group, one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. It has diversified business interests, offering strong financial resources and extensive management expertise that result in commercial success for several institutions. SingTels investment in mobile operations include, Advanced Info Service (AIS) Thailand, (21.4%), Bharti Telecom Group India (30.5%), Optus Telecom Australia (100%), Globe Telecom Philippines (44.5%), Pacific Bangladesh Telecom (PBTL) - Bangladesh (45%), Telkomsel Indonesia (35%) and Warid Telecom Pakistan (30%).

The Warid New Look:

y An evolution that strengthens the Warid identity while keeping the customers in focus. Use of a more contemporary font & style to give a more approachable image. This new logo encompasses the expanding reach of Warid not just in Pakistan but in an international footprint. With our strengthened GPRS/EDGE network we would empower our customers to create their own life style networks.

y y

WaridAS ORGANIZATION: To see the day by day the need of cellular in Pakistan Warid Telecom plans to launch its services on July, 2007 In Pakistan. Warid Telecom could be a successful cellular operator in Pakistan to make a human resource department working properly in their company. In order to give a jump-start to the company, a comprehensive initiation plan was made along with aggressive customer acquisition, care and retention strategies

Warid Telecom has four major departments. Which are mentioned as follows.

 Finance  Marketing  Sales & Services  Human Resource

 

HR must hire the best people to work and adjust them into these four departments according to their specialization. HR conducting its best practices to recruit train and motivate their employees.

Engineers Team

WARID TELECOM buys the best equipment available in the international market to give best services and to survive in the competitive environment. It will provide many services like; voice mail, call waiting, SMS, international roaming, WAP, online billing payment, Internet access so on and so forth.

Mission Statement Warids primary goal is to create greater value for our shareholders, customers, employees and partners, and for society in general. We strive to be a driving force creating simplifying and introducing communication and content solutions to marketplace. In order to achieve this goal, Warid base its strategy on its customer oriented vision, Here to help as well as its core values, Make it easy, Keep Promises, Be inspiring and be respectful.

Business Strategy
A mix of differentiation and low cost strategy is followed by Warid Pakistan. Differentiation and innovation exist at the core of Warid, be it culture, Compensation packages or value added services. y y y y y Market Penetration Diversification in new directions and regions Focus on mobile internet Acquiring microfinance bank Global expansion (Telenor has also entered the Indian Market by taking a stake in Unhitch Wireless) y y y Mix of differentiation and low cost Lower capital expense investment due to recession/ slow market growth Utilize 3G technology opportunity

Main purposes of HRM

Providing skilled employees. Controlling employment costs. Reacting to change.

OBJECTIVES OF HRM 1. Help the organization reach its goals 2. Employ the skills & abilities of the workforce efficiently 3. Provide the organization with well trained & motivated employees 4. Increase to the fullest the employee's job satisfaction & self actualization 5. Develop & maintain a quality of work life 6. Communicate HR policies to all employees. 7. Ethically & socially responsive to the needs of society.

ROLE OF HR DEPARTMENT:

 Policy initiation and formulation  Advice (on personnel policy, labor agreement, needs and welfare of company and employees)  Service (employment, training, benefits functions, recruiting, interviewing, testing job applicants, maintenance of adequate employee records etc.)  Control (monitoring performance and conformance of other departments to personnel policy, procedures and practices)

FUNCTIONS OF HR DEPARTMENT:
Planning

HRM

Planning

Training and development

Recruitment

Pay

Welfare

Motivation

Organizing

Discipline and Grievance

Work Conditions

FUNCTIONS OF HR DEPARTMENT: y y Employment (recruitment, selection and induction into the organization) Transfer, Promotion, Layoff (checking conformity of skills with new department in case of transfer) y Training and Development (coaching, performance appraisal, post appraisal counseling, job rotation, understudies, special broadening assignments, feedback) y Compensation Administration (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) y y Health and Safety (health programs, safety programs) Discipline and Discharge (Discipline = training that could or corrects, punishment of wrongdoers. Training people to abide by rules of behavior and punishing those who dont, formulating list of rules and penalties for each offence, approval for discharge) y Labor relations (wages, rates of pay, hours of work, conditions of employment, negotiation, contract interpretation and administration, grievance handling, allocation of overtime) y Benefits and Services (pensions, insurance programs, sick leave pay plans, loan funds, social programs, recreational programs) y y Organization Planning (developing concept of company as a structure or system) Organization Development (increase level of trust and supportiveness among people in the organization, enhance interpersonal skills, make communication more open and direct, directly confront problems, tap the knowledge of all who can contribute to problem solutions wherever they may in the organization) y Human Resource Planning (right number of qualified persons available at the proper times, performing jobs that are useful to the organization and which provide satisfaction for the individuals involved, goals and plans of organization, current human resource situation including skills inventory, human resource forecast including comparison of projected future demand for employees with projected supply, designing programs to implement the plans of recruitment, selection, performance appraisal, transfer, promotion, training, motivation, compensation, audit and adjustment)

Equal Employment Opportunity (no discrimination in terms of gender, race, age, national origin, religion. Involves complaint investigation, interpretation and policy, monitoring performance)

Personnel and Behavioral Research (improving worker productivity and also increasing the quality of working life, employee attitudes and motivation, predicting success in management and organizational relationships)

Personnel Information Systems (HR planning, skills inventories, employee benefits analysis and productivity studies)

ACQUIRING HUMAN RESOURCES: Customer needs for newer and better cellular services influence the number and type of employees that mobile phone businesses need to be successful. This area of Warid Telecoms human resource management deals with: y y y Determining human resource requirementsthat is, human resource planning. Recruiting employees and placing them in jobs that best use their skills Selecting employees

 Getting the Right People: The recruitment process is planned to provide Warid Telecom with the best available talent, consistent with the needs of the business and its capacity to make full use of those recruited.  Getting the People Right: Consistent policies and practices in training and developing staff and involving them as partners in the business rather than as functionaries whose roles are restricted to obeying instructions.

For our project we have selected the following areas of HRM: A. B. C. D. Recruitment Selection Training and Development Motivation

A-RECRUITMENT:
Recruitment is the process of finding and attracting capable applicants for employment

PLANNING THE RECRUITMENT PROCESS: There are two types of recruitment I. II. Internal Recruitment External Recruitment

I-Internal Recruitment

Rehiring Employees are rehired according to needs of the job. Former employees are rehired for the benefit of the organization, as they know the organizations culture style ant style, and ways of doing things.

SUCCESSION PLANNING Warid company also emphasis on succession planning for high level jobs. They develop the skills of their employees for their higher jobs. This recruiting technique is very efficient for executive jobs.

II-External Recruitment
1. Decisions on Vacancies: Before deciding on the existence of a vacancy, management checks whether there is a need for the work to be carried out at all or whether it can be incorporated into an existing employees job. In case an external source is needed, management then checks whether it should be a permanent, full-time employee or whether it should be a contractual one. 2. Consulting Other Staff Who Are Involved: The human resource management then considers other departments in the organization that might be interested in the appointment in order to make it a joint effort. They talk to relevant supervisors and especially to the people the new person will work with. A set of expert panelists are then selected from each relevant department to interview applicants. 3. Working Out The Sort Of Person Required: The human resource management then lists the duties, responsibilities, authority and relationships that the job involves. They decide what qualifications are needed, what type and length of experience are required, and what personal attributes are important. On this basis they then draw up an up-to-date job description and person specification and proceed to forecast how soon the person is expected to be competent, what training they are prepared to give and when the start date of the job should be.

4. Finding Out If She/he Exists: The HR management then speculates whether they are likely to find the qualities, qualifications and experience that they are seeking in one person. If so, research is carried out on the kind of pay and benefits package to offer. They do this through monitoring advertisements, referring to salary surveys and networking with other employers in their area and sector. This research will also determines whether they are likely to find suitable candidates locally or whether they will have to look further a field. Then they contemplate whether people will want to join the organization and on how to attract them. 5. Planning On How To Find Them: The HR management gives priority to its own employees even in case of a negative assessment. They first advertise the post internally, both as a courtesy to staff and because they may pass the information on to any interested friends and relations. Word of mouth is also a valuable recruitment method for them and they draw on all appropriate contacts they have. 6. Decision On Whether To Advertise: Once the HR management decides that there is a need to advertise, they pinpoint the part of the press that they need to contact. Since most of the posts are of a specialist nature, they intend on advertising in the journals of professional bodies and the trade press. Their next step is to find out how much adverts cost for varying amount of space and decide what they can afford. 7. Writing The Advertisement: The HR management will hire the services of Interflow, an advertising agency, to propagate their service and company for them. They are also using the services of a web designer, Eveready media, to post the advertisement of the company on the Internet. 8. Drawing Up A Short List: Then the HR management decides on the length of the short-list, which includes five or six people at the most. Following the advert they need help to sift through the

applications. Everything is computerized and on-line which makes it easier to handle large numbers of replies. In case they run short of time, they get the help of other staff, supervisors and managers in the organization. Apart from the question of time, they do this to get second opinions. They look out for the following when reading an application: y y y y How well-matched is the candidate to the requirements Any unexplained employment gaps The quality of presentation How tailored the reply is to the particular job and Warid Telecom as an organization.

9. Replying To Candidates: The candidates that do not match the job are contacted as quickly as possible and dealt with courteously since the HR management believes in the philosophy that these people, and their relatives and friends, may be future customers or acquaintances of potential, future applicants. Those that match the job are called over to undertake an on-line evaluation test. 10. Interviewing Potential Candidates: The candidates that pass the on-line evaluation test are then called for interviews. A date and a time are arranged and the candidate appears for the interview. The questions of this interview are designed especially for gauging the personality and ability of the candidate. 11. The Screening Process: The results are screened by a set of panelists in order to minimize chances of error in selecting the candidates. The HR management sometimes keeps a small number of candidates in reserve.

12- Via internet:

Warid companies recruit the candidates via internet. For this purpose. They have registered their organization on the website. They post their job ads on this website and the eligible candidates access them via this website and submit their C.Vs through internet and get the job.

B-SELECTION:
The Selection process is a series of steps through which applicants pass for getting the job.

Types of Selection Methods: Following are common selection methods employed by HR management at Warid Telecom: 1. Interviews: The HR staff keeps the interview structured, standardized, and focused on accomplishing a small number of goals. That is, they plan to come out of each interview with quantitative ratings on a small number of dimensions that are observable and avoid ratings of abilities that may be better measured by tests. They ask questions dealing with specific situations that are likely to arise on the job, and use these to determine what the person is likely to do in that situation. y One part is experience based questions, which require the applicant to reveal an actual experience he/she had in the past when confronting the situation.

The other part are future oriented questions, which require the person to state what he/she is likely to do when confronted with a certain hypothetical situation in the future.

2. References And Biographical Data: Warid Telecom solicits information about the employee from the people who know the candidate through reference checks. Biographical data is collected directly from the job applicant. 3. Cognitive Ability Tests: These tests differentiate between the mental capacities of individuals. There are three dominant facets of the tests that the HR management applies: y Verbal Comprehension: They check on the candidates capacity to understand and use written and spoken language y Quantitative Ability: They check the speed and accuracy with which the candidate can solve arithmetic problems of all kinds y Reasoning: They check the candidates capacity to invent solutions to many adverse problems 4. Work Samples: Work-sample tests and job-performance tests simulate the job in miniaturized form. HR management checks the behavioral consistency between the requirements of the job and the requirements of the test. C-Training and Development: New workers seldom meet the organizations need exactly, and so they must be training.

Training is the organized procedure by which people learn knowledge and/or skills for a definite purpose. Almost every employee hired by an organization will require some training in his or her job. Some training programs may be more extensive than others, but all require the trainer to have identified content and subject matter needed in the training and tasks to be performed on the job to ensure that the training will prepare individuals to perform the job effectively. Many firms provide new employees with copies of the descriptions and specifications for the jobs to which they have been assigned. This aids in orienting them and acquainting them with what they are expected to do. TRAINING METHODS: Warid Telecom uses the following training methods: y Presentation Techniques: These involve traditional classroom instruction, distance learning and audiovisual techniques. They are used ideally for presenting new facts, information, different philosophies and alternative problem-solving solutions or processes. They consist of:

1. Classroom Instruction: The trainer lectures a group. In many cases the lecture is supplemented with questionand-answer periods, discussions and case studies. The instructor tries to build active participation, job-related examples, and exercises into traditional classroom instruction so that trainees will learn and use the information presented on their job. 2. Distance Leaning: It will be used by the Head Office and Branch offices to provide information about new services, policies or procedures as well as skills training and expert lectures. It involves two-way communication between people. It includes audio conferencing,

videoconferencing and docuconferencing (this allows employees to collaborate on a shared document via computers). 3. Audiovisual Techniques: This is a common method use by Warid Telecom that involves overheads, slides and video. Video is the more popular instructional method. It is being used by the organization for improving communication skills, interviewing skills and customer service skills and for illustrating how procedures should be followed. It is usually used in conjunction with lectures to show trainees real life experiences and examples. y Hands-On Techniques: These include: 1. On-the-job Training: It is used for newly hired employees, upgrading the skills of experienced employees when new technology is introduced, cross-training employees within a department or work unit, and orienting transferred or promoted employees to their new jobs. The basic philosophy of the HR management of Warid Telecom wills that employees learn through observing peers or managers performing the job and trying to imitate their behavior. 2. Simulations: A training method that represents a real-life situation, with trainees decisions resulting in outcomes that mirror what would happen if the trainee were on the job. They allow

trainees to see the impact of their decisions in an artificial, risk-free environment and use simulations to teach management, interpersonal as well as technical skills. 3. Business Games and Case Studies: These are designed to make the trainees study and discuss among themselves (case studies), while in business games, the trainees must gather information, analyze it and make decisions. They believe in business games because they stimulate learning since participants are actively involved and they mimic the competitive nature of business. The types of decisions that participants make in games include all aspects of management practice. 4. Behavior Modeling: Each training session focuses on one interpersonal skill and includes a presentation of the rationale behind the key behaviors, a videotape of a model performing the key behaviors, practice opportunities using role playing, evaluation of a models performance in the videotape and a planning session devoted to understanding how the key behaviors can be used on the job. In the practice sessions, trainees are provided with feedback regarding how closely their behavior matches the key behaviors demonstrated by the model. The role-playing and modeled performance are based on actual incidents in the employment setting in which the trainee needs to demonstrate success. 5. Interactive Video: Instruction is provided one-on-one to trainees via a monitor connected to a keyboard. Trainees use the keyboard or touch the monitor to interact with the program. This is used to teach technical procedures and interpersonal skills. y Group Building Techniques: These help trainees share ideas and experiences, build group identity, understand the dynamics of interpersonal relationships, and get to know their own strengths and weaknesses and those of their co-workers. EMPLOYEE DEVELOPMENT:

Developing Human Resources: The HR manager ensures that employees have the necessary skills to perform current and future jobs. Because of the new technology and the quality movement in this field, Warid Telecom believes in work performed by teams. Hence, managers and employees develop skills to be successful in a team environment. Because many employees value work that is personally rewarding and does not interfere with non-work activities, the HR management also helps employees identify their work interests and goals and cope with issues such as balancing work and family roles. This area of Warid Telecoms human resource management deals with:

y y y

Ensuring that employees have the skills needed to perform their current job Preparing employees for future work roles Identifying employees work interests, goals and values and other career issues

APPROACHES TO EMPLOYEE DEVELOPMENT: There are 4 approaches: Formal Education: These involve lectures by business experts, business games and simulations and meetings with customers. Separate education programs are offered for supervisors, middle managers and executives. Special programs for particular jobs are also offered. Assessment: This involves collecting information and providing feedback to employees about their behavior, communication style or skills. The employees, their peers, managers and customers are asked to provide information. It is used to identify employees with managerial potential and to measure current managers strengths and weaknesses. It is also used to identify managers with the potential to move into higher-level executive positions, and is used with work teams to identify the strengths and weaknesses of individual team members and the decision processes or communication styles that inhibit the teams productivity.

Job Experiences: A major assumption of Warid Telecom is that development is most likely to occur when there is a mismatch between the employees skills ad past experiences and the skills required for the job. To be successful in their jobs, employees must stretch their skillsthat is, they are forced to learn new skills, apply their skills and knowledge in a new way, and master new experiences. The various ways in which job Warid Telecom use experiences for employee development is: y Enlargement Of Current Job: Management gives its employees an opportunity to develop in their current job by adding challenges or new responsibilities. y Job Rotation: It involves providing employees with a series of job assignments in various functional areas of the company or movement among jobs in a single functional area or department. Management does this to help employees gain an overall appreciation of the companys goals, increase their understanding of different company functions, develop a network of contacts, and improve their problemsolving and decision-making skills. y Interpersonal Relationships: Employees are made to develop skills and increase their knowledge about the company and its customers.

D-Motivation

Management tries to find out what motivates staff and affects their organization. The HR management is emphatic and thinks in terms of the way staff is managed, the content of their job, their role within the organization, and their employment and working conditions. There is a regular periodic evaluation to see if there are benefits that would help improve attendance.

1. OFFERING INCENTIVES: Attendance bonuses and rewards are offered as incentives for a good attendance record. The policy of taking sick leave is not hampered with because the longer-term implications of such a move might force genuinely ill people to come to work, perhaps thus creating other problems. 2. EMPLOYEE BENEFITS: These are also ranked important in choosing a job. The employees are offered retirement benefits with 100% medical for the employees. There is also the facility of paid leave under special circumstances. 3. PERFORMANCE APPRAISALS: The HR management has set clear-cut standards of performance for every job. The performance appraisal designed by the HR management involves getting information about how well each employee is performing his/her job in order to reward those who are effective, improve the performance of those who are ineffective. Reward includes increase in salary most of the times but sometimes bonuses are given as well. 4. PAY LEVEL: Warid Telecom will offer an attractive and competitive pay structure relative to market rates and thus motivating their employees.

5-MAINTENANCE: Warid Telecom is free from all sorts of discriminatory problems and maintains employment opportunities on the basis of performance. Nobody is given preference except for the ones that perform better. The jobs have been designed to accommodate a diverse workforce and the company has maintained policies that work towards avoiding conflict between the employees. Everyone concentrates on the objectives that they have been assigned. Warid Telecom retains its employees by providing excellent healthy environment, safety and work conditions. 6-EMPLOYEE SAFETY AND HEALTH:

a-Safety Awareness: The management must give employees a physical environment that is comfortable and healthy. In summer there is must be adequate air-conditioning and in winter there is central heating. There exists an auto fire extinguishing system. There are numerous fire exits and all the employees are made aware of the locations. Since Warid Telecom is handling cellular services and there is no potential danger in the nature of its business, hence the only thing that the HR management needs to ensure is a healthy environment. b-Employee Health: Employees who are dependent on any drug or other element, or who have emotional or physical health problems often experience difficulties on the job and create difficulties for those who work with them. The HR management takes great care in training the supervisors to handle such problems and with an organizationally sanctioned program in place to help these employees, the supervisors stick to their area of expertise (i.e. monitoring employee performance) and refer any employee whose performance seems to be hindered by health problems to a staff of experts. HR management is hoping to kill two birds with one stone with these programs: y That these kinds of programs will help in preventing problems that inhibit performance, hence giving a substantial payoff in productivity. y This will also create goodwill among the employees that will translate into increased job satisfaction and higher retention rates. 7-HEALTH SERVICES: Following are included in the health services of Warid Telecom: y Adequate facilities for emergency care of work injuries and for conducting preemployment and periodic medical examinations y Proper first-aid treatment for injuries. Serious cases are referred to private practice physicians and hospitals y y y Pre-employment medical examinations Reasonable first aid to employees for non-occupational illness while on the job. Information and education services for the personal health of employees

Consultation with those suffering physical or emotional maladjustment to the work situation.

Co-operation with public health authorities in regard to mass inoculations and other measures for the prevention of communicable diseases

Advice and supervision, where necessary, to maintain proper company sanitation.

8-EMPLOYEE WORKING CONDITIONS: a-Work Schedules: The timings are the same as any other organization with the exception that performance is the criteria for everything and not the persons presence in office. Whether he/she sits at home or comes to office, the deadlines must be met, the work must be performed and the output must meet the standard set. HR management believes that this will reduce tardiness, absenteeism and increase employee satisfaction. It will also enhance the mental and physical health outcomes for employees, giving them an increased sense of control as well as a means for managing potentially distracting work-family conflict.

9-FAMILY FRIENDLY POLICIES: This involves maternal and paternal leave. During the leave Warid Telecom continues to provide health benefits, and after the leave the worker gets his/her old job back. 10-ADVANCEMENT OPPORTUNITIES: Having opportunities to advance within the organization is important to most people, especially applicants for managerial and professional vacancies. All such opportunities are on the basis of performance in Warid Telecom, hence providing all employees an equitable system.

STRENGTHS & WEAKNESES OF WARID

STRENGTHS  WARID Telecom has installed GSM (Global System for Mobile Communication) technologies the global standard for digital cellular communication services. GSM networks support enhanced data applications with more than 2.5 billion customers in 109 countries currently using this technology.  WARID Telecom has launched its cellular services based on 900 and 1800 GSM technologies to optimise the utilisation of frequency, thus ensuring the highest quality and service at all times.  WARID Telecom will also be offering a reliable mobile data service using GPRS and offering the latest value added communication solutions incorporating WIMAX technology.  WARID IP backbone network will provide a state-of-the-art broadband and fixed line network to meet the business needs of individuals, SME s and large scale corporates.  WARID network hardware and software has been provided and installed by the global market leaders in their respective fields including Ericsson, Huawei, and Motorola.  It is backed with the high quality and professional team in the HRD Dept.

WEAKNESSES WARID has many strengths and some weakness.  Industry and technology requires high investment.  Huge target market to cater.  High competition.  Low budget or financial resources.

RECOMMENDATIONS FOR HR MANAGER:       Be Patient Be Consistent Always Dont have your favorites Dont shout, swear, or have tantrums Treat People Equally Dont join in Gossip Similarly, dont criticize other people publicly  Show Respect for others  Dont try to be one of the gang  Dont be too Emotional