warid project of hr
TRANSCRIPT
-
8/3/2019 Warid Project of HR
1/27
1
-
8/3/2019 Warid Project of HR
2/27
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
2
-
8/3/2019 Warid Project of HR
3/27
3
-
8/3/2019 Warid Project of HR
4/27
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
4
-
8/3/2019 Warid Project of HR
5/27
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
5
-
8/3/2019 Warid Project of HR
6/27
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
6
-
8/3/2019 Warid Project of HR
7/27
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
7
-
8/3/2019 Warid Project of HR
8/27
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.
8
-
8/3/2019 Warid Project of HR
9/27
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.
9
-
8/3/2019 Warid Project of HR
10/27
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
10
-
8/3/2019 Warid Project of HR
11/27
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
11
-
8/3/2019 Warid Project of HR
12/27
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
12
-
8/3/2019 Warid Project of HR
13/27
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
13
-
8/3/2019 Warid Project of HR
14/27
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
14
-
8/3/2019 Warid Project of HR
15/27
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
15
-
8/3/2019 Warid Project of HR
16/27
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
16
-
8/3/2019 Warid Project of HR
17/27
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.
17
-
8/3/2019 Warid Project of HR
18/27
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
18
-
8/3/2019 Warid Project of HR
19/27
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
19
-
8/3/2019 Warid Project of HR
20/27
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:
20
-
8/3/2019 Warid Project of HR
21/27
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.
21
-
8/3/2019 Warid Project of HR
22/27
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
22
-
8/3/2019 Warid Project of HR
23/27
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
23
-
8/3/2019 Warid Project of HR
24/27
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.
24
-
8/3/2019 Warid Project of HR
25/27
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
25
-
8/3/2019 Warid Project of HR
26/27
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
26
-
8/3/2019 Warid Project of HR
27/27