Last Project of Japea (2003)

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Project Report:

TRAINING AND DEVELOPMENT PROGRAM

Presented To:

Miss Raheela

Presented By:

Muhammad Zubair

Rehan Naseem

Muhammad Ali Raza

Nazish Butt

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ACKNOWLEDGEMENT

First of all, we are thankful to Almighty Allah,who has given us the strength and determinationto carry out this research.

We would like to express our sincere gratitude to

Miss Raheela our teacher, for her valuableguidance, constructive comments and continuousencouragement through out the research.

Special thanks are also extended to Mr. JavaidIqbal (Engineer Ufone) for their assistance in datacollection.

Sincere thanks are also extended to all those whohave helped us to complete our project.

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Table of Contents

COMPANY INTRODUCTION

5

UFONE MISSION & VISION

6

DEPARTMENTAL INFO

7

T & D FOCUSEDDEPARTMENT

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HIERARCHY OF SALES DEP.

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HIERARCHY OF CALL CENTER

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QUERY PROCESS AT CALLCENTER

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TRAINING NEED ASESSMNET

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RESULTS OF ASESSMENT

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METHODS OF T & D

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OUTCOMES OF TRAININGPROGRAM

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CONCLUSION

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SURVEY FORMSATTACHMENT

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Company Introduction

Ufone PTML is a wholly owned subsidiary of PTCL established to

operate cellular telephony. The company commenced its

operations, under the brand name of Ufone, from Islamabad on

January 29, 2001.

During the year, as a consequence of PTCLS privatization, 26 ofits shares were acquired by Emirates Telecommunication

corporate, Being part of PTCL, the management of UFONE has

also been handed over to ETISALAT. During the year july 2005 to

june 2006, Ufone continued on the path to success. The company

further expanded its coverage and has added new cities and

highways. UFONE has network coverage in more than 3475

locations and across all major highways of the country. Ufone

currently caters for International Roaming to more than 200 liveoperators across 121 countries and introduced International

roaming facility for Prepaid subscribers in Saudi Arabia, United

Kingdom, United Arab Emirates, Singapore, Portugal, Thailand,

Cyprus, Bangladesh, Uzbekistan, Tunisia and Kuwait with lowest

rates, featuring no security deposit and activation charges. GPRS

Roaming facility is available with more than 100 Live Operators

across 80 countries.

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Mission Statement

To become the best cellular

communication option available in the

country for U

Vision Statement

In order to evolve with our customer

and to keep pace with your needs, we

rejuvenated and revamp our image by

changing our visual identity

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Service line of UFONEThere are two basic products of UFONE UFONE prepaid and

UFONE post pay. Both of these products are available atfranchises for public.

1. Prepaid

2. Post paid

HR department at UFONEIt considers its employees as an asset of the company. So in order

to retain their employees following practices are followed by the

company.

HR Practices at UFONE

Recruitment and selection

Orientation

Training and development

Compensation and benefits

Performance appraisals

Work Force of UFONEHR at UFONE is divided into the following two major Categories

Permanent Employees (1500-2000 Approximately)

Outsourcing employees (2000 approximately)

Permanent EmployeesPermanent employees are further divided into the following two

major Categories

Operation

Training and Development

Operational Department

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It covers all the area including hiring recruitment, selection and

payroll etc. Hr operation team manages all the information about

all the activities an employee performed and makes use of it for

further processes.

Training and development

HR team of training and development make a performance

evaluation of all the employees and screening where the gap

occurs between the actual performance and the desired

performance. Then training is for area which needs to be Improve.

On and off jobs training are given according to the needs of the

employees.

T & D Focused Department

Ufone Customer Service Center

We focus UFONE CALL CENTER department to practice our

training and development program. Ufone call center is the best

call center among telecom industry. Ufone focus its call center

because this department is directly connected to the customers

so it helpful to take feedback from customers and to solve out

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there problems quickly and efficiently. Following is Hierarchy at

call center.

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Query Process In Call Center

Here is a diagram which shows step by step procedure that how a

query is process in customer care center.

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TRAINING NEED ASSESSMENT

A survey is conducted from Ufone Customer Care

department by using checklist method developed by

WEDPA.NET. Following is a sample of that tool used to assessthe training needs.

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Result of assessment

After the survey from Ufone call center using WEPDA training

need assessment tool following things are analyzed which needs

improvement.

Here is a list of the things to improve by effective training and

development program

COMMUNICATION SKILLS

ENGLISH LITERACY

PRODUCT AND PROCESS CONTROL

SUPERVISION AND LEADERSHIP

COMPUTER OPERATING SKILLS

BEHAVIORAL SKILLS

WORK STRESS MANAGEMENT

JOB ROTATION

TEAM WORK

QUICK RESPONSE TO CUSTOMER

CONCEPT ABOUT CUSTOMERS

TIMELY SOLUTION OF PROBLEMS

MULTI TASKING SKILLS

UPDATE KNOWLEDGE ABOUT ORGANIZATION

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UPGRADATION OF TECHNOLOGY

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Training & Development Methods

Following are some methods used in training and development.

Cognitive Methods

LECTURES DEMONSTRATIONS DISCUSSIONS COMPUTER BASED TRAINING (CBT)

o INTELLEGENT TUTORIAL SYSTEM(ITS)o PROGRAMMED INSTRUCTION (PI)o VIRTUAL REALITY

Behavioral Methods

GAMES AND SIMULATIONSo BEHAVIOR-MODELINGo BUSINESS GAMESo CASE STUDIESo EQUIPMENT STIMULATORSo IN-BASKET TECHNIQUEo ROLE PLAYS

o Communication skills improvement

Other Methods

On The Job Training

COACHING MENTORING JOB ROTATION JOB INSTRUCTION TECHNIQUE (JIT)

Off The Job Training

SENSITIVITY TRAINING LANGUAGE COURSES STRAIGHT LECTURES/ LECTURES SIMULATION EXERCISES

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OUTCOMES OF TRAINING PROGRAM

After the implementation of training and development

program there is a rapid change is observed. Ultimate

efficiency of the department increased. Performance of

employees also increased.

By improving communication skills the effectiveness and

quality of calls improved.

By conducting English language training programs

employees are confident and have command on language.

Computer operating skills improved which is helpful to

respond a customer quickly without wastage of time in

searching information.

Employees behavior towards customers improved which

helpful to gain the customer trust and satisfaction.

Employees are now able to manage work stress and perform

effectively in job rotation and enrichment.

Team work is improved

By improving multi tasking skills employees can quickly and

in very short time satisfy the customer.

Customers are now able to find out quickly solution to their

problems.

Overall performance of company is based on this

department so by improving it we can achieve many goals of

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company just like retention of employees, increasing

customer trust, increasing company goodwill etc.

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Conclusion

Training and development programs are

very necessary to upgrade the organization

time by time. It helpful to get competitiveedge over other organizations in a tough

market competition nowadays. A good

training program is helpful to increase

overall performance of the company and

employees and increase the effectiveness.

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Last Project of Japea (2003)

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