Warid Project of HR

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TABLE OF CONTENTS

HISTORY OF THE BUSINESS ................................................................................. 4INTERODUCTION TO BUSINESS ...........................................................................4

NATURE OF BUSINESS ........................................................................................... 4

MISSION STATEMENT ............................................................................................ 5

VISION STATEMENT ............................................................................................... 5Well rounded employees who wish to become part of this adventure ................................ 5

SWOT ANALYSIS: .................................................................................................... 6

PLANNING ................................................................................................................. 8

BUSINESS STRATEGIES ..........................................................................................8FINANCIAL OBJECTIVES ....................................................................................... 9

Organizing .................................................................................................................10Span of management .................................................................................................12

Departmentalization ...................................................................................................12

Task Division .............................................................................................................13

Managerial Communication .......................................................................................13Telephone system ......................................................................................................13

Computers : ................................................................................................................ 14

Teleconferencing: ...................................................................................................... 14Fax Machines: ............................................................................................................ 15

Group Meeting: .......................................................................................................... 15

Grapevine: ..................................................................................................................16Barriers In Communication ........................................................................................16

OVERCOMING THE COMMUNICATION BARRIERS ....................................... 17

HR DEPARTMENT FUNCTION ............................................................................. 18JOB ANALYSIS ........................................................................................................19

:.................................................................................................................................. 19

JOB DESCRIPTION ................................................................................................21

:.................................................................................................................................. 21GENERAL POLICY .................................................................................................22

................................................................................................................................... 22

GENERAL HIRING PROCEDURE .........................................................................22Orientation: ................................................................................................................ 25

PERFORMANCE APPRAISAL ..............................................................................26

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HISTORY OF THE BUSINESS

Cellular mobile telecommunication services were introduced in Pakistan in1990.six operators currently provide this service and their subscriber base as

of December 2004

Paktel is regarded as the Founder of the Mobile Industry in Pakistan. Paktel

was granted a license in 1990 to operate a cellular system across Pakistan

and has improved its network capacity from time to time.

INTERODUCTION TO BUSINESS

Warid Telecom launched in Pakistan on 23rd May 2005 but its pre

launch operations started working six months before the Launch

this shows the planning masters took enough time studying

Pakistans Market and is well equipped to serve in the field of

service based cellular industries in Pakistan.

NATURE OF BUSINESS

WARID TELECOM is a private limited registered company. Having

registered trademark. The total investment is debt-equity based with the ratio

of 40:60. Means the 40% of the total investment is loan based and the other

60 % is equity based. The company have license to sell MOBILE GSM

connection and provide of all kinds of mobile connection services to run

business

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MISSION STATEMENT

Warid Telecom's stated mission is to be the leader in innovationWarid Telecom's stated mission is to be the leader in innovation

and servicesand services

To be the national communication provider with a strongTo be the national communication provider with a strong

International presenceInternational presence

VISION STATEMENT

Warid Telecom believes in working with strategic partners and employees

for long term relationships.

As a consequence of the above, Warid Telecom is looking for the followingto deliver its vision:

Strategic vendors and partners to assist in rolling out these services in a

timely and efficient manner with a focus on turnkey solutions and premium

propositions

Strong partners to assist in launching these services and creating effective

sales & marketing / business development opportunities for all to

operationally and financially gain. Consultants and experts to help deliver

this vision

Well rounded employees who wish to become part of this adventure

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SWOT ANALYSIS:

SWOT analysis is specifically the study of Strength Weaknesses

Opportunities and Threats, out of which Strength and Weaknesses are

internal factors whereas Opportunities and Threats are external factors.

The SWOT analysis conducted for this assignment is of the new emerging

Telecom Company named as Warid Telecom. Warid Telecom launched in

Pakistan on 23rd May 2005 but its pre launch operations started working six

months before the Launch this shows the planning masters took enough timestudying Pakistans Market and is well equipped to serve in the field of

service based cellular industries in Pakistan.

Strengths:

Compatible Prices.

Variety of tariff plans

Best Vendor Selected

Customer Focused Services

Experienced higher Management:

Easy access to customers

Working on staff development strategies

Higher Pay structures

VAS ( Value added services, including extra features)

.

Enough market study

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Effective marketing strategy

Return back granted

Weaknesses:

Network issues (signals fluctuation problem)

Coverage Issues (city coverage is a big issue)

Delayed activities

Difficult to convert the customer of the other companies user

Opportunities:

Expansion of network coverage area

.

Better Marketing Promotions

Needs to develop competitive edges

Company has an opportunity to capture the large share marketshare:

Employee Recognitions programs:.

Threats:

Constant Comparison with competitors

Price war

Hype

New company image

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PLANNING

In the management process ,planning is the first and most important step. Itincludes defining of objectives, assigning of responsibilities, carrying out of

actions to reach the desired objectives working through other people .then

evaluating operations and changing and redirecting when necessary. the

management process begins with planning and continues along with it every

step of the way

The basic steps in developing a plan are:

First: establish the objectives. What is to be accomplished?

Second: outline the procedures.

Third: assign responsibilities

BUSINESS STRATEGIES

Warid telecommain strategy is to serve maximum people of Pakistanthey can serve. The company works according to the need, wants and

demands of the people who are searching for the quality on cheaper prices.

This company wants to be honest with all Pakistanis and wanted to

minimize the inflation in the prices of mobile connections. Its not only

inflation in prices but the poor quality which forces the company to serve the

people with change and give them respect and freedom to satisfy for what

they are paying enough.

Warid telecom knows that Pakistan is a poor country and people herehave not been treated fairly. Company wanted to set standards of providing

quality services on cheaper prices.

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Warid telecomkeeping in mind the change in trends and customer needscompany serves them by giving additional services like on line billing

option, customer can check their mobile bills on company websites, value

added services GPRS, MMS charging minor additional cost. Company

offers its customers free delivery where ever they want.

Warid telecom obviously runs that business to earn money by servingpeople best, for that it focuses on more quantity sold. It keeps the prices low

and little profit per unit with more unit sold results the profit maximization.

Warid telecom in long-term strategies wants to work together with thegovernment for their future concern project likefiber optic cable , land line

phone service project .they have their own international gate way

Warid telecomis a business having its tough competitors covering almostevery city of Pakistan. But the competitive edge this company has is the

quality and providing maximum facilities on lowest possible rates and the

compiled comparison of the rates of other cellular operators

FINANCIAL OBJECTIVES

The basic goal of any firm is to earn money or generate profits on its

investment. Warid telecomhas clear strategies to maximize profits byselling more. Company is working well according to its plans and strategies

and has been very successful to achieve all its financial goals. Its expanding

day by day and the financial status of the company is improving constantly.

Warid Telecom, had acquired over1350,000 customers since the networkwent live on 23 May. The GSM/GPRS network was built from scratch,

starting on 23 October 004, and at launch covered 28 cities, Warid is

attracting an average of over 10,000 new customers daily.

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Companys financial objective is to increase profit by using the selling

technique of more selling to maximize profit. The company not only wants

all the financial benefits but its wants to serve people and by charging less.

The more the people get use to of that, the more profit could be earn by the

company.

SHORT TERM OBJECTIVES

As the company is new the short-term objectives are as follows:

1. Improve quality

2. Satisfy customers

3. Increase outlets

4. Provide all the advertised features5. Work according to the strategies to achieve goals (SHORT TERM)

LONG TERM OBJECTIVES

Companys long-term objectives are as follows:

1. Work with Government to cut prices and provide better quality

2. Control inflation of meat in the country

3. Set standards for the meat market and involve Government in it

4. Network in whole pakistan

5. To achieve all the financial benefits by serving people

Work according to the strategies to achieve goals (LONG TERM)

Organizing

Management function that involves in the process of determining

What are to be done,

Who is to do them,How the task are to be grouped,

Who reports to whom and where decision are to be taken

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Organization Structure

Warid Telecom

Is working on centralized proceduresDepartment wise Warid Telecom they are decentralized in way

that they can perform their operation separately

But the decision-making is centralized for every single purpose

decision comes from the same channels

Details of the hierarchy

CEO

General Manager Operators

Area coach

Assistant Area Coach

General Manager

Assistant Manager

Shift Manager

Manage in Training

Supervisors

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This is a very formal and friendly structure. The employees and the

workers are advised to go to the senior managers of the outlet if a

problem is occurred, there is a bigger issue then it is discussed with

the seniors managers and if there is a crisis then it is immediatelytaken to the CEO for the solutions. a meeting is held after six

months or annually so that a preview of the companys outlook is

checked, or seminars are conducted to assure the safety and

security of the company.

SPAN OF MANAGEMENT

Warid telecom came with the point of view of becoming

Pakistans largest cellular operator and for that they have sufficient

infrastructure and human resources.

There are supervisors for the team of twelve CSRs.

And for every (two) supervisors there is one Floor manager

All floor managers reports to department manager

The department manager reports to Contact center head

Contact center head reports to General Managersme hierarchy applies on every other department

DEPARTMENTALIZATION

The organization is departmentalized on the basis of its

functionalityDifferent functions are catered in different departments

As there is one department that works for operations

The other works as credit and collection

The next works as bill delivery systems

And other works as complaints management and support

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Task Division

Task division is basing on division of labor and the workspecialization

The higher management perform mostly basing on their work

specialization matters

At first line managers the familiarity with the system and software

being used

MANAGERIAL COMMUNICATION

To meet the communication needs,Warid has used the best

communication technology.

Warid adopt the communication technology on the basis of

effectiveness not on cost

As they have acquired all the technology fromEriccsson that is

known to be the worlds best vendor.

Telephone system

Management employs a telephone operator to use the switchboard

in order to route incoming calls to the various extensions

. The switchboard itself automatically processes internal calls: those

made from one member of staff to another within the organization.

There is a centralized IP phone system being used in Warid where

if an employees is sitting in Lahore and has to dial Karachi they

will simply dial the extension number of that employee

Features that help the switchboard operator manage calls and

messages include:

Queuing

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Call Logging

Hotline

Liquid Crystal Display (LCD)

Call Divert

Conferencing

Computers :

It is used for sending and receiving electronic mail messages and

viewing business products. Warid telecom every information they

want give away is done through proper computerized system if

they have to convey a new policy regarding any thing its important

that email should be routed through T & D department

Teleconferencing:

Teleconferencing means using technology to conduct meetings

among several people who are in different places

Warid is using IP phones system from where any extension

number can be dialed in any city of Pakistan

Three major forms of teleconferencing are use

Audio conferencingComputer Teleconferencing

Videoconferencing

Audio conferencing is mostly used in Warid where every thing can

be communicated directly

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Every single call from IP phones is recorded so can be used as a

record and for confidential matters

Other means are used like personal mobiles or face to face

meetings.

Fax Machines:

Warid telecom has a universal fax number that is 111111322

It is not only for employees but for the facilitation of the customers

as well.

Warid has chosen a computerized fax system where the fax

received directly comes to the correspondence department email

account and is then subjected to the person attention

Group Meeting:

Groups meetings is one of the usual practice in Warid telecom

there are plenty of conference rooms and refresher rooms available

for such activities.

Sometimes there are meetings of supervisors with teamssome times between floor mangers and supervisors

and sometimes between managers and floor managers and so on.

There are no specific trimmings for that whenever there is a need

formal or in formal group meetings are conducted

Formal Presentation:

Whenever a department comes up with any thing that needs to be

communicated there is always a formal presentation for that

doesnt matter if the presentation is subjected to first line or for

middle or higher management

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Grapevine:

The grape vine method is always there as there is a huge number of

employees

It is mostly followed by the huge bulk of rumors that spread and

dies with every passing day

BARRIERS IN COMMUNICATION

Filtering

Filtering is big problem ineffective communication

How to overcome filtering

There is a two-way communication system in Warid and the

filtering is always discouraged and is minimized

There is always a sense of sharing between employees and

management.

But in favor of customers and the company the sharing of the

information is done through proper scripting and limitations

Selective perception

In Warid telecom assumption is said to be a sin. Any

information left unattended basing on the selective perception is

highly discouraged and every thing has to be taken objectively and

efficiently

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Information overload

Information overload is one of the problems faced as technology is

moving very fast

How to overcome :

It is being catered quite efficiently through T & d emails systemand daily refreshers and this certainly helps a lot to retain

important information

Jargon:

Internally there are jargons used for communication purposes

How to overcome

They familiar the jargons to the employees working thereAnd the usage of jargons is encouraged with in the organization

But is highly discouraged to use jargons with the customers.

OVERCOMING THE COMMUNICATION BARRIERS

In Warid telecom there no barrier on asking any thing if there is

any kind of ambiguity or any confusion.

Emails can always be routed back for further queries.

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Simple language is always preferred as the information starting

from the high level to trickle down to the first line employees and

finally to the customers

Use feedback

Feed back system is very much encouraged in Warid telecom

there are properly designed web pages for taking the feedback

from employees and the customers.

there is chain emails or direct emails systems developed for

feedback in both ways

HR DEPARTMENT FUNCTION

JOB ANALYSIS

JOB SPECIFICATION

JOB DESCRIPTION

SOURCES OF RECRUITMENT

HIRING POLICY

GENERAL HIRING

PROCEDURE

INTERVIEWS AND TESTSSELECTION POLICY

SELECTION PROCESS

PERFORMANCE APPRAISAL

FACTORS OF APPRAISAL

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JOB ANALYSIS

:

A job analysis can be used as a starting point for developing a

variety of human performance management and development

programs,

Including employment tests

Performance evaluations, and determining training needs

A job analysis is an efficient,

Cost-effective way to gather useful information about a job.

Once this information has been collected, it can be used over andover again (with appropriate updates) for many different purposes

List of some information that can be generated from a job

analysis:

Major job functions or duties

Work tasks

Skills or competenciesWork related knowledge

Performance standards and rating scales

Career paths

Work experience requirements

Education requirements

Training requirements

Future impact

Critical situations faced by job holders

Comparisons with other jobs (similarities and differences)Decision making authority

Physical abilities

Work environment factors

Certification requirements

Competency models

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Activities performed:

At the moment in Warid telecom there are approximately 45 jobsbeing conducted by different people? These jobs have there own

description and specifications.

And each of the description and specifications are made clear to

professionals recruited and selected after a long process.

Pay roll policies:

Payday is last day of every month.Overtime is double the hourly rate of pay.

AL-FALAH bank main branch deal with the distribution of pays

for permanent employees.

Work schedule:

Nine work hours in one shift and one day off during the week.

Break and meals period:

One meal and one tea breaks in one shift of 15 minutes each.

Meals are allowed in staff cafeteria onlyfor managers in the working place

they cant go there and leave there seat.

Leaves:

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Annual maximum 12 leaves, sick medical certificate for 3 or more

earned max. 7.

JOB DESCRIPTION

:

Detail Job description of the mangers was given to us by the HR

manager in which it has

JOB TITLE,

DEPARTMENT NAME

WHOM TO REPORT is given.

PURPOSE,RELATIONSHIPSHIPS

DUTIES AND RESPONSIBILITIES

Below are examples of job description of jobs in Warid telecom

Lahore. You can see that

JOB TITLE

DEPARTMENTREPORTING AUTHORITY

PURPOSE

RELATIONSHIP

DUTIES AND RESPONSIBILITIES

Sources Of Recruitment:

SCOPE

This policy applies to all Warid telecom outlets and offices

employees operating under this organization.

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OBJECTIVE

The objective of the policy is to ensure thatEveryone coming into the organization comes according to a

standard procedure

To ensure quality hiring at all levels as per company standards and

requirements for any given job.

GENERAL POLICY

All hiring are done through the Newspaper AD.

All persons will be hired at each level on merit,

As per their qualifications and experience at the prescribed salary

and benefits levels

HIRING REQUEST

People are hired according per need.

GENERAL HIRING PROCEDURE

An ADD is given in the newspaper.

CVS generated by the add are screened

Then candidates are called for interviews and selection is done.

Once the decision has been made, growth ladder is discussed and

salary may be negotiated.The hired candidates are issued an appointment letter (to

supervisors and above).

The candidates are told where and when to report

INTERVIEWS AND TESTS

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People will be interviewed and tested as per the procedure.

HOW AN ENTRY INTERVIEW IS CONDUCTED

1. Candidates are given employment application form.

2. The interviewee will fill out the employment application.

3. After the form has been filled, the interview will be

conducted.

4. At the end of this round, the interviewer will give her/ his

assessment either recommending or not recommending the

candidate.

CONFIRMATION REVIEW

A confirmation will be sent to the candidate selected.

There is a interview rating form that is filled by the interviewer

the major contents of the form are as follows

Appearance and grooming Professional qualification

Experience and knowledge job applied for

Communication skills in English

Balance poise and maturity

Potential for growth

Reasoning and judgment

Computer skills

HIRING FAMILY MEMBERS

No two people from same family will be hired within the same

epartment or function.

VISITING CARDS

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All permanent employees are eligible for company visiting cards

within their names and designations on confirmation of their

employment.

Selection Policy:

Selecting the right employee is very important for them;

they do careful selection because of their commitment to good

service standards

They have a motto that if you put in 100% in it - the skys the

limit.

After selection they give proper training,

Good working conditions,

Reasonable compensation for the effort,

Recognition and reward for a job,

Selection Devices:

The process of selection goes through only two steps

Application form filling

Interview

In application form they require position required applied for,salary required, if employed anywhere at the moment,

if they have any relative working experience in the organization.

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ORIENTATION:

In warid telecom orientation period is one week the purpose of

orientation is to assist new employee

In becoming familiar with the organization

In understanding the mission of the organization

In understanding their responsibilities within the organization

To provide information about academic policies, procedures and

requirements

Employee Training:

In Warid telecom different method are used for employee training

On site training

On-the-job trainingCoachingJob rotation

Off site training

Lectures/seminarsCases studiesComputer-assisted instruction

Skill Training:

Warid telecom want these Skills developed through training

methods

Effective verbal and written communicationeffective listening

Interpersonal Skills

Public Relations Skills

Technological Skills

Workplace Attributes

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Ethical Behavior

Individual Accountability

Responsiveness

Learning from failures/mistakes

PERFORMANCE APPRAISAL

Performance appraisal is usually done by the immediate Superior

that is reviewed by Department head and if action is to be taken it

will be done by Human resource manager which will be dually

signed by the General manager.

FACTORS OF APPRAISAL

Personality

leadership

Professional ability

Staff work

COMPENSATION AND BENEFITS:

Developing an effective and appropriate compensation system is

an important part of HRM department.

In Warid telecom compensation and benefits include

Medical facilities

Bonus pays on eidPay double wages if employee come on holidays

Mobile phone facility

Life insurance

Free lunch

Pick and drop service

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Documents

Warid Project of HR