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Human Resource Management

I

ASSIGNMENT

HUMMAN RESOURCE MANAGEMENT


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II

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Background of Telecom Industry In Pakistan

1.2 Industry Background at International Level

1.3 Company Background

1.3.1 History of Ufone

PrivatizationKey AccomplishmentsPerformanceBrandCustomersservice

Network coverageMAXCOMInternational coverage

1.3.2 Mission Statement

1.3.3 Vision Statement

2 COMPANY ANALYSES

2.1 Operational Analysis

2.1.1 Operating Performance

2.2 Financial Analysis

2.2.1 Future Financial Plans


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2.3 Human Resource Assessment at Ufone

2.3.1 Recruitment at Ufone

2.3.1.1 Internal Recruitment

2.3.1.2 External Recruitment

2.3.1.3 Direct Applicants

2.3.1.4 Referrals

2.3.1.5 Advertisements

2.3.1.6 Private Employment Agency

2.3.1.7 Through Vendors (Outsourcing)

2.3.1.8 Electronic Recruiting

2.3.2 Recruitment Procedure

2.3.2.1 Replying To Candidates

2.3.2.2 Scheduling Interview

2.3.2.3 Screening Process

2.4 Marketing Analysis

2.4.1 Marketing Department

2.4.1.1 Brand Marketing Department

2.4.1.2 Value Added Service (VAS) Department

2.4.1.3 International Roaming Department


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2.4.1.4 Marketing Operations

3 Industry & Market Analysis

3.1 Major Product Lines & Market Segments

3.1.1 Ufone Product Lines

3.1.2 Growth Rate of Telecom Industry

3.2 Technology Analysis

4 Human Resource Department At Ufone

4.1 Recruitment and Compensation Benefits:

HR Operations:

Recruitment & Selection:

4.2 HUMAN RESOURCE ANALYSIS:

ManagementPersonnel

4.2.1 Goals of Ufone HR Department

4.2.2 Responsibilities of Ufone HR Department

4.2.3 Directional Strategy Of Ufone

5 SWOT ANALYSIS

CONCLUSION:

Questionnaire:


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1 INTRODUCTION

1.1 Background of Telecom Industry In Pakistan

Today information has become the most vibrant force and factor of production in the neweconomy. The foundation of the information infrastructure is the telecom system. Initially,the telecom industry was monopoly. The world started to see an initiation of reform in thissector from early eighties of previous century. In Pakistan the liberalization of telecom sector

started in early 1990s. The real defining moment was the passage of Telecom Re-organization Act of 1996, which established the Pakistan Telecom Authority (PTA) asindependent regulator of the sector and set timeframe for ending the PTCL monopoly. Thisact paved the path for liberalization of the telecom sector in line with the global trends andPakistans commitment to the international treaties like WTO.

With the deregulation of telecommunication sector in Pakistan in early 90s, Ministry ofCommunications awarded two licenses to begin cellular operations based on AMPStechnology. Paktel and Instaphone were formed as joint venture between foreign and local

partners. Instaphone initiated its services in 1990, while Paktel started its operations in 1992.Both the companies were using AMPS technology. A year later, a third license was awarded

to the Saif Group that led to the inception of Mobilink that started its services in 1994. It wasthe first company that introduced GSM technology in Pakistan. In 1995, the Cellular Industrysuffered a major blow with the closure of operations in Karachi, the largest market, but theclosure sanction was lifted after almost two years. On January 19th, 2001, PTCL entered thecellular market with its on operator based on GSM technology under the brand name ofUfone.

In April 2004 Pakistan Telecommunication authority (PTA) awarded two new licenses underan open auction process for a fee of $291 million. These were purchased by two companiesnamely, Warid telecom and Telenor. Telenor started its operations on March 15, 2005. Al-Warid started its operations on 23rdMay 2005.

The cellular industry had been offering attractive rewards and pays since the beginning.However, with the introduction of the two new companies Telenor and Al Warid, the paysand rewards have taken a rise. The two new companies especially Telenor have been able toattract highly qualified workers of two main companies namely Ufone and Mobilink byoffering them higher pays and rewards. Keeping this in view, the Mobilink and Ufone had torevise their pay plans and rewards. Currently, there is tough competition in the cellularindustry and all the companies are trying hard to attract, retain and motivate their employees

by offering them attractive pay packages.


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1.2 Industry Background at International Level

The mobile phone industry experienced better than expected sales. The mobile handsetindustry rode the crest of a wave of robust replacement demand to realize record levels ofsales to end-users for the first quarter. Significant demand was recorded across all

geographical regions during the quarter, and annualized sales trends based on these resultssuggests the market could be on pace for a double-digit rate increase for the full calendaryear.

1.3 Company Background

1.3.1 History of Ufone

Ufone (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced itsoperations on 29th January 2001 as a GSM 900 service provider. Since the outset, it has

expanded its coverage and customer base at a rapid pace and established itself as one of theleading cellular service providers in Pakistan. Ufone is now considered to be one of the mostactive, aggressive and innovative players in the mobile sector of Pakistan.The growth of the cellular industry is a direct result of the successful implementation of thetelecom deregulation and cellular mobile policy by the Ministry of IT andTelecommunications (MOIT&T) and the support, guidance and timely enforcement ofregulatory process by the Pakistan Telecommunication Authority (PTA).

Privatization:

The growth of the cellular sector in Pakistan can also be attributable to good governancepolicies of the government of Pakistan and the Privatization Commission. In April 2006,Emirates Telecommunication Corporation, which is commonly known as Etisalat, hasassumed management control of Pakistan Telecommunication Corporation Ltd part of the$2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL, andconsequently Ufone, is hailed as ushering in a new era for telecommunications in Pakistan.

Now, under the management of Etisalat, Ufone will concentrate on customer needs andbenefits and is more determined than ever to be the leading cellular player in the market.Ufone has been known for providing superb propositions and quality service to its customers.With the new expected investment, Ufone can now aggressively expand its network

coverage.

Key Accomplishments:

Ufone has always played a pivotal role in the development of the cellular market in Pakistan.For the most part, it has been a step ahead in introducing innovative products to the market.Ufone was a pioneer in launching the GPRS services and Multi-media Messaging Service(MMS) in Pakistan, and lead the way in introducing GPRS international roaming and prepaidinternational roaming for these services in the Pakistani market.


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Performance:

As mobile users in the country have reached over 28 million at a very rapid pace, Ufone hasmaintained itself as the 2nd largest cellular operator in Pakistan with a subscriber base ofaround 6.5 million and a market share of nearly 25%. Ufone has seen a subscriber growth rate

of over 200% in the last year, and since the start of 2005 Ufone added nearly 5 millionsubscribers onto its network. A remarkable achievement indeed, especially considering thefact that two new international players also entered into the market in 2005. Subsequently thegrowth in subscriber base caused a healthy trend in revenues which have doubled.

Brand:

While keeping its tradition of being the trend setter in the industry, Ufone changed the imageof mobile phones from a luxury only affordable by the elite, to a necessity affordable by the

common man. Since its inception, Ufone has positioned its brand for masses. In keeping withthe upcoming competition and market dynamics, Ufone increased its focus on the youthsegment (which comprises 50% of the population), with the Prepay brand. By designingmarket focused products, Ufones brand team launched aggressive campaigns, which further

increased the brand equity. The new brand image gained huge popularity amongst thetargeted market. A recent marketing survey conducted by a prominent marketing researchcompany showed that Ufone has considerably increased its brand visibility and image.Ufones Prepay brand is now considered to be one of the most favored brands by the youth

market and is followed by other mobile operators launching their respective brands for theyouth market.

Customer Service:

Ufone is proud to have an efficient and friendly customer service through 21 company-ownedSales & Customer Service Centers and nearly 250 franchisees across the country. The outletsare able to service the customers with innovative solutions, and are empowered with Web

based franchise management systems. Ufone is poised to face the ever increasing challengesof the market and is confident it will attract new customers. It has the ability to retain itsexisting customer base with a high level of customer satisfaction via optimum networkservice and a 24 hour call center facility.

Network Coverage:

Ufone has always believed in a solid commitment to growth, security and reliability.Therefore, Ufone has always balanced its expansion efforts and quality of service. With atotal current investment of $400 Million, Ufone has network coverage in more than 260 citiesand towns and across all major highways of the country.Ufone has been instrumental in the growth of the cellular market in Pakistan. It is a companycommitted to excellence. Under the new vision of Etisalat and with the support andcollaboration of its employees and vendors, Ufone aspires to be the best in the market byoffering customer focused products and a quality service and sales network.


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MAXCOM:

PTCL acquired Maskatiya Communication Company (Pvt) Limited (MAXCOM) during theyear 2009-2010. MAXCOM is an internet service provider operating in Karachi and some

parts of Hyderabad. Its customer base is around 6,000 subscribers. The 100% shareholding of

MAXCOM has been transferred in PTCLs name. Because of the acquisition, MAXCOMcustomers are now eligible to enjoy superior PTCL broadband and other products andservices.

International Coverage:

Ufone provides International Roaming facility with more than 150 international operatorsacross 79 countries. Ufone has GPRS roaming agreements with several internationaloperators and also provides prepaid roaming facility to selective destinations.

1.3.2 Mission Statement

To become the best cellular communication option available in the country for u.

1.3.3 Vision Statement

In order to evolve with our customers and to keep pace with your needs, we rejuvenated andrevamped our image by changing our visual identity. At Ufone we understand the value ofwords and the need to communicate effectively and efficiently at all levels of society, which

is why our primary focus is on U, our valued customers bring strength to our company.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 ourfocus. Because at Ufone, its all about U,

2 COMPANY ANALYSIS

2.1 Operational Analysis

When a company wants to compete in innovation, it needs to maximize flexibility. Flexibilityis maximized by aggregating work into larger, holistic pieces that are executed by teams ofhigher wages, high skilled workers. Giving the units their own support systems and decision-making authority to take advantage of local opportunities in regional or specialized productmarkets also enhances flexibility.

Keeping in view of all these factors the structure of Ufone is designed i.e. the overallStructure of the Ufone is Divisional (More flexible and innovative). Mainly Ufone has fourregions and within those regions the structure is functional .The decision making authority iscentralized at the top but within the regions it is decentralized i.e. regional heads have toinform top management before making any decision


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This is what Ufone looks from the organizational hierarchy point of view. There are eightdifferent departments each headed by a Project Director. They report directly to the CEO.There are four BU (Business Unit) each Project Director is responsible for these eightdivisions. BUs are divided geographically into three divisions

BU North (Peshawar to Jehlum, including Islamabad)BU Central-1 (Gujranwala till Sialkot)BU Central-2 (Multan till Rahim Yar Khan)BUM South (Sindh and Balochistan)

In order to give a jump-start to the company, a comprehensive initiation plan has been madealong with aggressive customer acquisition, care and retention strategies. Ufone has the bestintegration of eight departments each project director.

FinanceEngineeringCustomer Care

Board of Directors

CEO

Project Director

Marketing

&

Sales

FinanceInformationSystem

CustomerCare

Engineering

QualityAssurance

Business

Unit

Khi/Lhr/Fsd

HR&

Admin


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Marketing & SalesHuman Resource

Busines Units Khi/Lhr/Fsd

Information SystemsQuality Assurance

Provision of quality service to the customers is of utmost importance for the progress of anyservice-based company. At Ufone the management is mindful of the same and has beenconstantly endeavoring to enhance the existing facilities. Therefore operations at Ufone areall planned and carried out in such a way so as to maximize operational efficiency andcustomer satisfaction.

Although it is the subsidiary of the Pakistan Telecom Company Limited (PTCL), Ufonecarries out its operations autonomously under the license of Pakistan Telecom MobilesLimited (PTML). The company head office is established in Islamabad (F-7 Markaz), whichserves as the center for all its strategic activities.

2.1.1 Operating Performance

Ufones operational performance has been very encouraging. Despite the stiff competition in

Pakistan telecom market which has led to reduction of prices to bare minimum level, due to

its aggressive policies and exercising strict control over expenses the Company managed toimprove its revenue.

2.2 Financial Analysis

Ufone recorded outstanding growth of 57 percent in profits and 14 percent in revenuesbecause of substantial cost savings in the financial year 2010-11,Pakistan TelecommunicationLimited (PTCL) annual report said.In Telecom Recorder article, Ufone profits increased to Rs 2.66 billion whereas revenues

surged to Rs 56 billion in the financial year 2010-11 ended on June 30. Compared to theprevious year, the earnings per share (EPS) increased to Rs. 6.36 from Rs. 5.20 of last year.Annual report mention that in spite of adverse economic conditions hampering growth in thecountry, Ufone continued to modernize its network with various upgrades and improveeffectiveness of the supply chain resulting in superior quality of customer service.Also, the customers were further facilitated by expanding IVR, USSD and Online Self Care

based platforms with re-engineered processes reducing turnaround time.

2.2.2 Future Financial Plans

Keeping in view the growth potential of the cellular industry there is no option but to beaggressive in order to remain a potent force in the cellular industry. In order to extend cellular

HR hires the best people to work and

adjust them into these four departments

according to their speciali zation. HR

conducting its best practices to recruit,

train and motivate their employees.


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network to new cities, towns and highways and enhance its current installed capacities inexisting cities, Ufone has finalized a huge network expansion contract amounting to aboutUSD 550 million, which will enhance the subscribers capacity by 10 million. This is the

largest ever expansion project of Ufone.

A strong focus will be on maintaining high quality of service, which is always a benchmarkof Ufone, increasing usage and exploring new revenue streams on value added services,market visibility through various market initiatives to fulfill subscribers satisfaction and

demand and above all to increase the value of investment for the shareholders.

2.3 Human Resource Assessment at Ufone

Qualified professionals from outside have been hired/are in the process of being hired,primarily to adopt customer-oriented approach with a view to strengthening customers'loyalty as well as to increase market share.

Many monitory and non-monitory incentives are provided to the employees for the purposeof, motivation, and retention. Company perks, paid leaves (in certain cases) and medical

benefits are a few to mention. In spite of these measures employee retention is quite low atUfone. A lot of new employees, both at managerial as well as non-managerial levels arefound leaving the organization after just a few months of joining. Similarly new employeesare hired to take their places.

One of the reasons lies in the fact that although the company is providing its members with alot of benefits, the work load on them is very high. Employees work for longer than just 9 to5:30 (the official work timings). Sometimes even staying for as long as 10 at night -especially during a busy season (year end etc) or at the launch of a new campaign. Due to thismany employees find themselves unable to create a balance between their personal and

professional life and thus avail the first better opportunity out!

Also since the telecom industry is still at its growth stage and a recent entrance of three newtelecom service providers in the local market, many experienced employees find themselveswith more and better job opportunities

2.3.1 Recruitment at Ufone

Before recruiting a new employee, management checks whether there is a need to hire a new

employee for that particular job or whether it can be incorporated into an existing employeesjob. Recruitment in Ufone may be of internal or external nature.

2.3.1.1 Internal Recruitment

In the case of internal recruitment people from within the organization are promoted to fillthe vacant vacancy. The HR department and the relevant department in which the vacancyexists, analyze whether there an employee within the organization exists, who mostappropriately meets the requirements of the particular vacancy. If more then one employee iseligible for the vacancy; then that employee is chosen who has the most outstanding record.After the promotion the employee may be sent for further training. The effect of internalvacancy is that it motivates the employee to perform their best and produce maximum output.


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It also creates a healthy competition amongst the employees. The hiring from within mayhave a trickledown effect i.e. the opportunities spring not just from the first vacancy but fromthe vacancy created when a person in the company fills that vacancy.

2.3.1.2 External Recruitment

If the organization feels that none of their current employees can fill out the new vacancythen they hire from external sources. In this case the human resource management considersother departments in the organization that might be interested in the appointment in order tomake 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 is then selected from each relevantdepartment to interview applicants

2.3.1.3 Direct Applicants

Ufone maintains a data base system i.e. HRMS (Human resource management system) for its

internal employees as well as the employees which they will recruit in near future. In somecase certain some people just drop their CVs at the head office. And whenever there is an

opening or a vacancy occurs, the organization may call them for an interview.

2.3.1.4 Referrals

By advertising a post internally Ufone gains an added benefit, which is; the currentemployees may pass the information on to any interested friends and relations. Word ofmouth is also a valuable recruitment method for them and they draw on all appropriatecontacts they have

2.3.1.5 Advertisements

Since most of the posts are of a specialist nature, they intend on advertising in the journals ofprofessional bodies and the trade press. Their next step is to find out how much adverts costfor varying amount of space and decide what they can afford.

The HR management has hired the services of Interflow, an advertising agency, to propagatetheir 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.

2.3.1.6 Private Employment Agency

The private Recruiting agencies collect information from unemployed as well as employedpeople about their skills and experiences. These agencies attempt to find some one suitableusing its computerized inventory database of suitable individuals. These agencies chargeUfone for the referrals.

2.3.1.7 Through Vendors (Outsourcing)

Ufone also do outsourcing for the purpose of recruitment they hire firm, which will provideemployee Ufone to work in the organization, but the employee will remain employee of that

firm not Ufone, and this is the most common method followed by most of organization thesedays. Lower management at Ufone is comes through outsourcing.


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2.3.1.8 Electronic Recruiting

The growth of information superhighway has opened up new vistas for organizations tryingto recruit talent. Ufone is make full fledge use of this new technology, and it uses its own web

page to advertise for new job openings.

Another aspect of the electronic recruiting is that individuals dont have to physically go tothe head office to drop their CVs. They now can simply use the e-CV format provided byUfone on its home page. The e-CV is then transferred to the relevant database or the HRdepartment.

2.3.2 Recruitment Procedure

The HR management decides on the length of the short-list, which includes five or six peopleat 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 casethey run short of time, they get the help of other staff, supervisors and managers in theorganization. Apart from the question of time, they do this to get second opinions. They lookout for the following when reading an application:

How well-matched is the candidate to the requirementsAny unexplained employment gapsThe quality of presentationHow tailored the reply is to the particular job and Ufone as an organization.

2.3.2.1 Replying To Candidates

The candidates that do not match the job are contacted as quickly as possible and dealt withcourteously since the HR management believes in the philosophy that these people, and theirrelatives and friends, may be future customers or acquaintances of potential, futureapplicants. Those that match the job are called over to undertake an on-line evaluation test.

2.3.2.2 Scheduling Interview

The candidates that pass the on-line evaluation test are then called for interviews. A date anda time are arranged and the candidate appears for the interview. The questions of thisinterview are designed especially for gauging the personality and ability of the candidate.

2.3.2.3 Screening Process

The results are screened by a set of panelists in order to minimize chances of error inselecting the candidates. The HR management sometimes keeps a small number of candidatesin reserve.


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2.4 Marketing Analysis

Today, Ufone is the affordable mobile service option available in the local market with allfacilities available at affordable prices. Right now Ufone commercials are beings aired in 15different TV dramas. These television commercials have received a lot of appreciation from

both their valued customers and advertising industry professionals in Pakistan. Ufone, withPakistan's largest advertising company Interflow Communications Private Limited, hasalways tried to deliver truthful and interesting advertising to its viewers.

Ufone invests heavily on its advertising budget and its commercials are not only aired on TVand radio but are also printed in the leading newspapers and magazines of the country.Huge

billboards and banners have also been put up at eye catching locations in different cities,advertising the latest new services being offered. It also participates in sponsoring varioustheatre and stage plays in various cities along with live rock concerts held across the country.

Cricket matches are another area in which Ufone ads are commonly viewed. It even allows its

subscribers to receive wicket alerts and download animated video clips of falling wickets andvia its MMS service.

At times Ufone has even restored to aggressive marketing strategy in order to gain a largermarket share. They are using dumping strategy to gain maximum market.

2.4.1 Marketing Department

Their Marketing department consists of following four units.

Brand MarketingValue Added Services (VAS)International RoamingMarketing Operations.

2.4.1.1 Brand Marketing Department

Brand marketing department of Ufone deals with the advertisement agencies, all the ads

shootings, animation, posters, billboards, TV ads, radio newspaper etc. They Create ideas othire some firm to make their up coming promotion.

Marketing

Brand

MarketingMarketingOperations

InternationalRoaming

VAS


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2.4.1.2 Value Added Service (VAS) Department

Value added service department deals with the different packages related with the ufoneconnection, they do research and market analysis to find out customer needs and then designvale added package for those customer

Some of the features offered on Prepay are as follows:

Voice Mail:Ufone Voice mail lets you receive and store messages when you areunable to attend your calls; if your phone is switched off, not responding, busy or outof coverage.

SMS:With Ufone's Short Messaging Service you can send unlimited messages toyour friends, loved ones and colleagues

GPRS:Ufone GPRS allows you to check your e-mails, chat with friends or browsethe internet from your mobile phoneMMS:MMS allows you to send photographs or video clips to an email or another

Ufone. International SMS:

International SMS: You can now send unlimited messages to 449 operators in over169 countries all over the world at a standard SMS rate.

Downloads:Ufone provides a wide range of downloads for your mobile in form ofJava Games picture messages, color wallpapers, ring tones, logos etc.

2.4.1.3 International Roaming Department

International Roaming department deals with people who went across the country boarderwith Ufone SIM with international roaming activated. I more frequently related with the

people who went for Umrah and Hajj.

2.4.1.4 Marketing Operations

Marketing Operations department at Ufone deals with all non-electronic activities likebillboards, outdoor, sponsorship, event-sponsorship, franchise out-wall and in-wallmonitoring

3.1 Industry & Market Analysis

All mobile phone operators in Pakistan have two basic types of connections i.e.

PrepaidPost paid

3.1.1 Major Product Lines & Market Segments


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3.1.1.1 Ufone Product Lines

There are two basic products of Ufone Ufone Prepaid and Ufone Postpay. Both pf these

products are available at their franchise for public.

Ufone Prepaid

Ufone Prepaid is with a wide range of products and features your Ufone Prepay connection isa complete communication solution that offers you SMS, GPRS, MMS, Call Features,International Roaming and a variety of amazing Mobile Products

Short Messaging Service (SMS) & International SMS

You can send and receive text messages up to 160 characters per SMS. If your handsetsupports more than 160 characters, one SMS will be sent for every 160 characters. You canexchange text message both nationwide & worldwide.

Caller Line Identification (CLI)

You can find out the callers number automatically before answering the phone as it isdisplayed on your handset.

Call Waiting

Call Waiting allows you to receive calls while in conversation with another caller. To activateyour call waiting please call 333.

Voice Mail

Voice mail lets you receive and store messages when you are unable to attend your calls; ifyour phone is switched off, busy or out of coverage. To activate your voice mails please call333. To retrieve your voice messages please dial 191. You can enjoy message storagecapacity 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 wheneveryou lose them. So go on and create your personal Phonebook Saver account and never lose acontact again.

GPRS enabled MMS, WAP & Internet Access

With GPRS (General Packet Radio System) you can access emails, browse the internet, sendand receive multimedia messages from your handset.

Internet Access


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You can access the internet by simply entering the desired website address on your phonesinternet 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 enabledhandset.

Prepay IR

Now roam in various important destinations worldwide with the most affordable andeconomical tariff offering. For details please call 333 from your Ufone.

Ufone Post-pay

Ufone Postpay is a brand that keeps up with you, understanding your drive for victory in thebusiness arena and your sense of belonging in your personal life. On Ufone postpaid they aimat providing you with the most superior mobile phone services, widest quality network & bestcustomer services for you on your journey to success. It have following features;

Special discounts:on a range of talk plans you can choose from.Virtual Private Network (VPN): Your own private network within the Ufone

network.

GPRS:Internet Access on your GPRS enabled phone & mobile office so you can bein touch with business while you are out and about.

Umail:To enjoy wireless email products.International Roaming: in countless destinations, keeping you connected

worldwide.

Exclusive Customer Care:with personal service to help set up your phone to suityour needs.

Exclusive Rewards:that you will receive on using your Postpay connection.3.1.2 Growth Rate of Telecom Industry

The mobile phone, an extension of the information technology, has assumed the role of a

magic wand in today's life style. The fascinating options offered by this technology at bothends of the users (dialing or receiving) while in movement give a sense of freedom to thepeople. This freedom of movement perhaps the major reason for phenomenal spread of thislittle wonder around the globe.

Unlike the landline connections, the growth of mobile phones has smashed all bureaucratichurdles of the landline phone connections. Market experts are of the opinion that call chargesare still on higher side which are hampering further growth of this sector. They hope thatfurther growth of this industry calls for reduction in call charges, as a large market was stilluntapped in Pakistan due to cost factor.

However, the overwhelming growth of cellular phones in a poor country like Pakistan is awin-win situation for investors in this sector.


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3.3 Technology Analysis

Mobile users tend to associate service access and availability with their handset devicesrather than their locations or service providers. So as long as they have their device with them

customers feel they should be able to use the same services they use at home wherever theyare in the world. And over the years GSM operators have developed the network, service,inter-working and billing capabilities to satisfy such expectations. Roaming is an advantagethe GSM community must continue to leverage with the development of enhanced dataservices and the roll out of next generation networks.

4.2 Human Resource Department at Ufone

Human Resource department is being headed by the HR executive designated as Chief ofHuman resource department. The department is working for the personnel in theorganization. There are 3 main sub-heads in the 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. Final selectiontakes place after the candidate has been interviewed by the Manager of the department whorequires the new employee and then the HR Manager. A very effective way to retain anemployee 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, Providentfund etc.

HR Operations:

HR operations at Ufone include the working over all Human resource Functions that are Orientation Human Resource Planning

HR hiring / recruitment Selection Process

HRDepartment

Training

&

Development

OutsourceOperation

HROperations


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Compensation and benefits Training and Development Human Resource Information system

Recruitment & Selection:

Recruitment is the process of gathering a pool of candidates for an organizational vacancy.Selection is the process of short listing only the qualified candidates who are fit for the job. Interms of recruitment and selection it is important to consider carrying out a thorough jobanalysis to determine the level of skills/technical abilities, competencies, flexibility of theemployee required etc. And HR at Ufone follows these criteria. Ufone policy of recruitmentis very simple, if at any time there is a vacancy, due to retirement, resignation, if employeesopted for the golden handshake or the death of an employee, the management of the branchwill inform the head office about the vacancy. The head office will place an advertisement inall major newspaper with the all necessary information required to be furnished by theapplicant. 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.Ufone mostly hires employees through Pioneer

Services and Sydiat Haider Associates. Final selection takes place after the candidate hasbeen interviewed by the Manager of the department who requires the new employee and thenthe HR Manager. On the joining day, the employee has to submit the followingDocuments to the HR Department: Joining Report Copies of educational and professional degrees/certificates Reference Letter Three copies of recent passport size photographs

HUMAN RESOURCE ANALYSIS:

Currently there are over 1500 permanent employees working in Ufone nationwide. On theentry level the HR Department is mostly taking MBA graduates. According to Ufone their

belief is that "Their people are their greatest asset. The HR team takes great pride in

acknowledging the contribution of each employee. Ufone focuses a lot on HR Developmentand for that the HR team ensures: Staff of Ufone consists of world class Professionals and Ufone ensures that the right

systems are in place to encourage people to develop to their full potential

Collaborativeand mutually supportive work environment is created that encourages peopleto grow Team of professionals is built which delivers expertise by participating in business

decisions Performance Management and Reward Systems are developed which underlies the Businessstrategy of Ufone A clearly defined Recruitment & Selection policy is defined The need for Training & Development of employees is assessed Compensation & Benefit plan is developed which ensures that employees are motivated

Ufone is basically equal employment opportunity organization. Almost 70% of its employees

are male and 30% are female. The job description of each and every employee is predefined.Performance appraisal is done on annual basis. Average age of Ufone employee is 32 years.


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This shows that they prefer young and energetic people for their middle and lower levelmanagement. High profile well experienced persons are considered for top levelmanagement. Average Salary is 12000 for a Ufone employee.

Management:

In Ufone the hierarchy is very lean, in general the whole setup is centralized all the mattersare to be reported to the head office and all the policies and targets are approved at the higherlevel. But at the branch level the structure is decentralized.

Personnel:

There are about 150 employees who are working in the Ufone Head Office and 2500employees serving nationwide. All of them are very devoted as they are given a wonderfullearning environment to work, pay offered to them is also very attractive and ample chance of

progress motivates them to work more. The job analysis is done on targets assigned and daily

routines. The employees are indeed very satisfied and motivated.

The senior manager and the assistant manager are responsible for the training anddevelopment functions of the organization. They take main decisions regarding the finalhiring of the employees and the pay and rewards packages allocated to them. They are alsoresponsible for the establishing of the performance evaluation criteria. The manager and theexecutives are responsible for the operations. But besides taking care of the day-to-dayoperations, they perform the function of recruiting and staffing as well. Conducting the jobanalysis for each job is also the responsibility of the manager and his executives.

SeniorManagerHR

HRManager

Assistant Manager HR

HRExecutive

SeniorHRExecutive


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4.2.1 Goals of Ufone HR Department

Policy initiation and formulation.Advice (on personnel policy, labor agreement, needs and welfare of company and

employee development).

Service (employment, training, development benefits functions, recruiting,interviewing, testing job applicants, maintenance of adequate employee records etc.).Control (monitoring performance, retention and conformance of other departments to

personnel policy, procedures and practices).

4.2.2 Responsibilities of Ufone HR Department

Employment & recruiting (Interviewing, recruiting, selection and induction into theorganization).

Transfer, Promotion, Layoff (checking conformity of skills with new department incase of transfer).

Training and Development (Orientation, coaching, performance management skilltraining both for technical and non technical personals, counseling, job rotation.).

Compensation Administration (designing and installing job evaluation program, paystructure, analyzing jobs and their dollar-worth, maintaining suitable records, wageand salary surveys of the labor market).

Health and Safety (health programs, safety programs, Medical facility).Employee relations (wages, rates of pay, hours of work, conditions of employment,

negotiation, contract interpretation and administration, grievance handling, allocationof overtime).

Benefits and Services (insurance programs, Transportation facility, sick leave payplans, loan funds, LFA salary, Yearly bonus programs along with special bonuses forachieving high targets).

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 anddirect, directly confront problems, tap the knowledge of all who can contribute to

problem solutions wherever they may in the organization).

Human Resource Planning (right number of qualified persons available at the propertimes, performing jobs that are useful to the organization and which providesatisfaction for the individuals involved, goals and plans of organization, current

human resource situation including skills inventory, human resource forecastincluding comparison of projected future demand for employees with projectedsupply, designing programs to implement the plans of recruitment, selection,

performance appraisal, transfer, promotion, training, motivation, compensation, auditand 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 alsoincreasing the quality of working life, employee attitudes and motivation, predictingsuccess in management and organizational relationships).


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Personnel Information Systems (Maintaining HRIS i.e. human Resource Informationsystem, HR planning, skills inventories, employee benefits analysis and productivitystudies).

4.2.3 Directional Strategy of Ufone

Ufone is currently following Internal growth strategy, as it is the second largest cellularcompany operating in Pakistan. The company is mainly focusing on market development i.e.they are expanding their network to capture large market share Along with that they are alsodoing product development for which training will be of a more technical nature, as well asfocusing on interpersonal skills such as team building.

5. SWOT ANALYSIS

Strengths

Ufone is a government company and therefore it enjoys a lot of concessions, whichthe private cellular companies cannot enjoy.

GSM technology.It has a strong brand identity. It has successfully projected itself as a company meant

to serve its people.

Ufone has Wide network.Ufone has a comprehensive promotional strategy.Ufone has a unified network of franchises.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 theirUfone credit. This service is great because it ensures that the credit require for Ufoneconnection will always be available on-demand.

Weakness

Ufone being a government organization has relatively less human and financialcapital available as compared to its major competitors that are subsidiaries of largemultinationals such as Mobilink and Telenor.

Customer services provided by Ufone are not according to the requirements of theircustomers.

High Turnover rate.


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Opportunities

There are vast opportunities of growth as marketThe introduction of new technologies in the cellular industry has increased the

demand for it along with reducing the operation costs for these companies.

Ufone can develop direct relationship with retailers on large scale through ElectronicVoucher Charge.

Ufone can further improve its network in order to make more loyal customers.Threats

Ufones greatest threat is its competitors especially Telenor and Al-Warid. Thesecompanies have introduced new technologies with consumer friendly packages.Ufone will have to devise its defensive strategies tactfully in order to retain its sharein the market

Changing technology is also a threat for Ufone because things are changing sofrequently in the market with the change in technology.

CONCLUSION:

Annual report mentions that in spite of adverse economic conditions hampering growth in thecountry, Ufone continued to modernize its network with various upgrades and improveeffectiveness of the supply chain resulting in superior quality of customer service.


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Quest ionnaire

Q. Who have recruiting authority in ufone?

A: HR department is the recruiting authority in ufone.

Q. How Ufone hires people?

A: Ufone hires people from both internal and external sources.

Q. What is the procedure of hiring?

A: Ufone gives advertisement in well known newspapers and also hires

from recruiting agencies on thirds party, Referrals etc.

Q. How many employees are working in Ufone currently?

A: There are more than 1500 permanent employees and more than 2000

out sourced employees working in Ufone nationwide.

Q. How internal hiring is done?

A: In internal hiring HR department looks in the organization the people

working and having required qualification experience and their

performance is good and u can say that team players are given first

chance to fill vacant position. If there are a number of candidates which

deserve promotion and have good performance then most suitable

candidate is given chance.

Q. how external hiring is done?

A: Usually hiring takes place through outsourcing with a help of a thirdparty .

Q. How initial selection is done in Ufone?

A: At Ufone managers use all three types of interview in work setting;

appraisal interview, selection interview, and exit interview.

Short listed candidates are called for interview and initially individual

interview and panel interviews are done.

Q. What are the things considered while short-listing a candidate?


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A: Education Experience (related to work) Domain knowledge and

abilities are checked.

Q. What is done in ufone for employees training and development?

A: Two types of training are done in ufone

On-the-job TrainingCoaching , job rotation & projects

Off-the-job TrainingDistance learning, Sponsored courses in

higher education

Training Need Assessment (TNA) of each employee takes place.

Q. What is training need assessment?

A: Ufone has a very systematic patron for this TNA. Each employee is

given a specific target in the beginning of the year (appraisal form).

Second is management and organization development division. That is

done after ever quarter (3 months)

They recommended that which sort of staff and training is needed.

Q. What employees get regarding their services?A: employees get salaries and more than that incentives, bonuses,

commissions and rewards for their services and also annual

increaments.

Q. What is done for employees safety?

A: employees working in offices are given training that if there would be a

condition of natural calamite or fire how and which ways they have to

use for rapid evacuation and save their lifes.employees working in

engineering wing are provided safety glasses, gloves, helmets etc. timelyinspection is done if any employee violating the rules is fined so that he

may not do such carelessness in future.

Q. What steps are taken for employeeshealth?

A: in office a well maintained caf is for employees there they can have

hygienic food and refreshment, they get entertainment in free time like

TV and indoor games etc to refresh. Very soothing and relax

environment is provided to employees at work place that they can easily

do their job and they not feel any job stress.


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Q. To what extent ufone do for employees welfare?

A: ufone always thinks about welfare of its employees. Employees get life

insurance, medical, leave encashment, provident fund etc.

Q. What ufone considers for manpower planning?

A: it is essential for any organization to plan manpower due to manpowerplanning any organization can have full output of used resources and

ufone also prefer manpower planning and traffic control department do

manpower planning.

Q. How ufone do salary administration of employees?

A: for salary administration purpose there is admin department at head

office which assist HR department.

Q. Where an employee should go if theres any issue about work or salary?

A: for this purpose there is employees services department which tries to

resolve employee problems soon otherwise admin department is there

for service.

Q. What is the scenario of industrial relation in ufone?

A: industrial relation in ufone is very good. Here is open culture employees

can easily convey their problems to higher and decision making

management by only conveying the complain to their assistantmanagers and managers with direct interaction. Employee needs and

problems are also checked by management with the help of different

surveys in organization.

Q. What are the systems of communication used in ufone?

A: information technology (IT) is used a lot for communication usually all

communication is done via emails and phone all sort of informal

communication is done verbally.

Q. What are other systems of communication?

Business Letters. Memos. Presentations. Notices. Agendas. General Letters. Announcements. Meetings. Feedbacks.


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Group Discussions. Etc are also used systems of communication.

Q. Any other system of communication is used?

A: formal communications are done via letters and memos.

Q. Do you have a pay-for-performance policy that rewards good

performing employees?

A: yes scales are made like A+, A, B+, B these are incentives scales and the

achievers are also given rewards for achieving this.

Q. Do you encourage your employees to give their opinions or suggestions

on how their performance can be improved?

A: yes different surveys are held for this purpose.

Q. Is there any union in ufone?

A: no union is allowed in ufone no grouping is allowed strictly prohibited if

any employee have problem he/she can directly convey to management.

Q. What are terms and conditions of employment at ufone?

A: very strictly employees are directed not to leak any confidential

information like their system names, customersinformation, any

company confidential record/information etc.

Q. Which things are included more in it?

A: employees have given performance criteria which they know and must

attain it.

Professional behavior

Follow all directions given by management

u hard cop

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