INTERNSHIP REPORT

SHAHEEN PHARMACEUTICALS
Specialization: Human Resource Management

Submitted To: Administration

Chairman, Deptt. of Business

Submitted By:

(Name of Student) Roll No. Registration No. Address

DEPARTMENT OF BUSINESS ADMINISTRATION

ALLAMA IQBAL OPEN UNIVERSITY,

H-8, ISLAMABAD

ACKNOWLEDGEMENTS
All praises and thanks are for ALMIGHTY ALLAH who is entire source of all knowledge and wisdom to mankind. Special praises for the HOLY PROPHET MUHAMMAD (P.B.U.H) who forever is touch of knowledge and goodness for humanity as a whole on the successful completion of the project. I would like to acknowledge my deep sense of gratitude and indebtedness to academic assistance of my best teacher Mr. Mujeeb Alam, without his continued guidance and timely advice the completion of this report would have been difficult. He has been a source of continuous encouragement throughout the execution of my internship period. Words cannot say the gratitude that we feel for our parents, friends and the members of my family whose affection and prayers have always been the key to my success. I applaud the nice company of my best and true friends Mr. Sir Zamin Khan, Mr. Riaz and all the class fellows during the past few months of MBA studies. I will always remember my association and affinities with all of them and treasure the good days and happy moments spent with them. Finally complete my I am also I very am thankful thanking to the all members of of Shaheen Shaheen

Pharmaceuticals, with out their guidance and help, it will be impossible for me to internship. management Pharmaceuticals for rewarding me such a great experience during my stay. Thanks to all who helped me in completing my project.

Table of Contents:
COVER PAGE ACKNOWLEDGEMENT TABLE OF CONTENT LIST OF TABLES & ILLUSTRATIONS EXECUTIVE SUMMARY I II IV V 1 2 4 5 6 8 10 11 13 13 15 17 17 18 19 19 20 22 23 23 25 26 29 30 31 32

1 2 3

OBJECTIVES OF STUDYING THE ORGANIZATION INTRODUCTION TO THE ORGANIZATION OVERVIEW OF THE ORGANIZATION 3.1 ORGANIZATIONAL STRUCTURE

4 5

ORGANIZATION STRUCTURE OF HUMAN RESOURCE DEPARTMENT HUMAN RESOURCE MANAGEMENT PROCESSS IN ORGANIZATION 5.1 HUMAN RESOURCE PLANNING & FORECASTING 5.1.1 5.1.2 5.1.3 5.2 5.2.1 HRP PROCESS FORECASTING HR REQUIREMENTS METHODS FORECAST HR NEEDS SOURCES OF CANDIDATES 5.2.1.1 INTERNAL SOURCES 5.2.1.2 EXTERNAL SOURCES 5.3 TRAINING & DEVELOPMENT 5.3.1 5.3.2 5.4. 5.4.1 5.4.2 5.5 5.6 5.7 5.5.1 5.6.1 5.7.1 TRAINING NEED ASSESSMENT EMPLOYEES DEVELOPMENT PERFORMANCE STANDARDS & EXPECTATION HOW PERFORMANCE REPORTS ARE WRITTEN TYPES OF COMPENSATION & BENEFITS EMPLOYEE JOB CHANGES PROMOTIONS

EMPLOYEES RECURITMENT & SELECTION

PERFORMANCE MANAGEMENT

EMPLOYEES COMPENSATION & BENEFITS ORGANIZATIONAL CARRER MANAGEMENT JOB CHANGES WITHIN ORGANIZATION

II

5.7.2 5.7.3 5.7.4

TRANSFERS DEMOTIONS SEPARATION 5.7.4.1 LAYOFF 5.7.4.2 TERMINATION 5.7.4.3 RESIGNATION 5.7.4.4 RETIREMENT

32 33 34 35 36 37 38 39

6 7 8 9 10
11 12

LABOUR MANAGEMENT RELATION SWOT ANALYSIS (STRENGTH, WEAKNESS, OPPORTUNITIES & THREATS FOCUSING ON THE HRM PROCESS IN THE ORGANIZATION MAIN WEAKNESS OF THE ORGANIZATION RECOMMENDATION CONCLUSION REFERENCES ANNEXES/APPENDICIES A-01 A-02 A-03 A-04 A-05 A-06 A-07 A-08 A-09 A-10 A-11 A-12 APPOINTMENT LETTER INTERNSHIP CERTIFICTAE MONTHLY EMPLOYEES STRENGHT REPORT EMPLOYEES WAGES & SALARY REPORT EMPLOYEES ABSENTEESM REPORT EMPLOYEES TRAINING RECORD EMPLOYEES TRAINING SCHEDULE EMPLOYEES PERSONAL FILE CHECKLIST EMPLOYEES WAGE & SALARY RECORD EMPLOYEE SALARY SLIP EMPLOYEES PROVIDENT FUND RECORD RECRUITMENT & APPOINTMENT PROCESS

41 44 45 47 49 51

III

LIST OF FIGURES & ILLUSTRATION FIGURES Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 TABLES Table 1 Table showing current and needed staff level 12 Structure of HR Department Shaheen traditional style of management Shaheen modern projectized style of management Human Resource Planning Process Forecasting Techniques Estimating internal labor supply Sources of Recruitment Stages of Recruitment Sources of Candidates Performance Management Cycle Employees Categories Composition of Salary 6 9 9 11 13 14 15 16 17 22 25 27

EXECUTIVE SUMMARY

IV

Irrespective of the size or objectives of an organisation, the most valuable resource it possesses is its workforce. Without workers who are both efficient and effective, the long-term success of an organisation cannot be assured. The human resource of an organisation is its entire workforce from managing director to part-time cleaner. Each person is employed to perform specified functions which play their part in the overall success or failure of an organisation. It is the human resources employed by an organisation which generate wealth through the provision of services or the production of goods. Consequently, just as machinery and buildings need to be protected if they are to work properly, time and care must be taken if an organisation is to secure and retain the human resources that it requires. It is the responsibility of the Human Resource Department to devise and implement the organisations policies and strategies for managing its human resources in a way that will satisfy both the objectives of the organisation and the objectives of the human resources it employs. This report contains valuable & important information regarding HR practices which I observed and documented in the form of this report. Shaheen is one of the reputed pharmaceutical present in Pakistan. HR Department of Shaheen is not as per that of the other reputed pharmaceuticals. Several flaws in the HR Practices in Shaheen are identified and recommendations are made which are present at the end of this report. HR in Shaheen is responsible for several activities which can be enhanced to other areas. Finally it is found that Shaheen can best utilise its HR function and ripe the fruits of benefits both in short term and in long terms. Important Word: Workforce, Function, HRM, Production, Pharmaceuticals,

OBJECTIVES OF STUDYING THE ORGANIZATION To study & review the function & structure of HR Department of Shaheen Pharmaceuticals. Analysis of Shaheen Pharmaceuticals mission, vision, strategy and goals and diverse functions of HR department. To look into the special assignments carried out by HR team like preparation of the generic job descriptions for all field positions and conducting TNA research program to detect gaps in KSQ (Knowledge, Skill and Personal Qualities) of employees. An exclusive probe into Training Needs Assessment strategy of HR Department of Shaheen Pharmaceuticals. To find out the Strength, Weaknesses, Opportunities and Threats (SWOT) of Shaheen Pharmaceuticals. Analysis of HR Department policies. To put suggestions & recommendations to further improve the activities of HR Department of Shaheen Pharmaceuticals. And finally to prepare an internship report in the light of observation I found and recommendation I forwarded to the management of Shaheen Pharmaceuticals.

INTRODUCTIION OF THE ORGANIZATION I have selected Shaheen Pharmaceuticals, for my internship study in this

report. Mr. Syed Karim founded Shaheen Pharmaceuticals in March 2004 in Pakistan. Its Registered Marketing Office is situated at Peshawar while its main manufacturing plant is present 3 Km from Saidu Sharif, Swat. Shaheen Pharmaceuticals presents more than 50 products to the market. Nowadays, Shaheen Pharmaceutical is a leading ISO 9001:2000 certified firm in pharmaceutical industry of Pakistan with over 350 employees and covers all four provinces of Pakistan. OBJECTIVES AND FUNCTIONS The basic objective of the company is to produces high quality medicine at cheap price by using latest technology and highly technical staff. To achieve this goal the company adopted GLP, cGMP, GWP and ISO 9001:2000 rules and regulation and continuously improving their management and marketing tasks. There are various functional department present in Shaheen Pharmaceuticals and includes Production Department (consist of Manufacturing Department, Packing Department, Drying Section, Granulation & Mixing Section, Dispensing Areas, Tablet, Capsule, Dry Suspension & Liquid Sections), Quality Control Laboratories, Quality Assurance, R&D Departments, Warehouses (Finished, Inprocess, Quarantine & Rejection Areas), Finance Department, Marketing Department, Inventory Control Department. PRODUCTS OFFERED Shaheen Pharmaceuticals are offering different types of product to the market, which includes. Antibiotics Anti histamines Antifungal

 Cardiovascular products Iron supplement products Foliate supplement products Anti-inflammatory , Analgesics and Antipyretic products H2 Receptor antagonist Hepatic protective products.

OVERVIEW OF THE ORGANIZATION Shaheen Pharmaceuticals is one the famous and reputed

pharmaceuticals with more than 350 employees belong from different regions. Shaheen Pharmaceuticals has achieved the distinction of being the first organization in the SWAT Valley, which achieved ISO 9001:2000 Quality Management Certification from one of the famous and recognized organization IIC which have a registered head office in Dubai, U.A.E. and approved from Joint Accreditation System of Australia-New Zealand (JASANZ) in 2007. Shaheen in recent years initiated implementation of the HR reforms in a structured manner. Shaheen Pharmaceuticals has successfully launched its HR development process at the beginning which was aligned to the new organization knowledge, skill and competencies needs. Shaheen Pharmaceuticals have a traditional management style i.e. functional departments are present to perform various organization activities. A list of these functional departments is shown in organogram. LOCATIONS OF OFFICES Shaheen Pharmaceutical marketing office is present in Peshawar while Manufacturing Plant is present in Swat. The addresses of these offices are as below: Factory & Head office: Shaheen Pharmaceuticals 3-Km, Murghzar Road , Saidu Sharif Swat , N.W.F.P Pakistan Marketing offices: Shaheen Pharmaceuticals 3-Bashir Lane , Fakhr-E-Alam Road , Peshawar , N.W.F.P Pakistan

3.1

ORGANIZATIONAL STRUCTURE

Reproduces with the permission from the management of Shaheen Pharmaceuticals

STRUCTURE OF THE HUMAN RESOURCE DEPARTMENT Shaheen Pharmaceuticals follows bureaucratic style for their HR

Department activities i.e. all major activities are concentrated to one position which means that only one person is holding major activities of HR Department. The HR department of Shaheen Pharmaceuticals are composed of 3 main segments. They are

Shaheen HR Core Competency Employees Services

Figure 1

Staffing & Compensation

OD & Effectiveness

Employee services 6

o o o o o

Payroll Information Leave and Medical Record Final Settlements Policies and Procedures Employees Record and Recreation

OD and Effectiveness o o o o o Training plan Talent Management Performance Management Employees Retentation Orientation & Employee Communication

Staffing and Compensation o o o o Staffing Plan and HR Budgeting Management Trainee and Internship Program Interviewing and Selection Compensation, Benefits and Incentive

HUMAN RESOURCE PROCESS IN THE ORGANIZATION Shaheen is basically a functional organization with functional

departments covering Finance, Production, R&D, Quality Control & Quality Assurance, and Marketing & Distribution. Having more than 20 Years experience in the field of Marketing & Distribution, Shaheen was formed by the founder & present CEO Dr. Syed Karim in 2004-05 as a fourth pharmaceutical in SWAT valley. Mr. Rashid which has an experience of 15 years was appointed as consultant and head of HR Department. At the beginning the management of Shaheen uses traditional techniques such as interviews to select candidates for various jobs. Now the traditional way of appointing the employees are changed and some of modern techniques such as filling a short questionnaire along with interviews are used to select the candidates. Shaheen makes a great change in their working style and nowadays Shaheen is converting itself into more projectized style than traditional hierarchy style but the management of Shaheen still uses the old tradition of interviewing.

Shaheen Traditional Style of Management Figure 2

Top Management Top Management

Functional Department Functional Department 11

Functional Department Functional Department 11

Functional Department Functional Department 11

Shaheen Modern Projectized Style of Management

Figure 3

Project 1 1 Project

Top Top Management Management

Project 2 2 Project

Project 3 3 Project

Project 1 1 Project

Top Top Management Management

Project 2 2 Project

Project 3 3 Project

5.1

HUMAN RESOURCE PLANNING & FORCASTING Planning & Forecasting in the modern age is a matter of life & death

for organizations of modern age. The same is true for pharmaceuticals industry. Each & every consecutive day new research product is developed, deployed for trails & testing. All these effort require skilful, trained and experienced workforce. It is for this reason organization plan and forecast for human resource so as to remain competitive. The management of Shaheen Pharmaceuticals also uses planning & forecasting procedures to cope with human resource requirement but these

planning are usually of short term. As a result when the management of Shaheen open there Liquid Section, they faces a serious shortage of skillfull, trained & experienced workforce. Although the management strongly believes that employees are there supreme strength. But they are not adequately planning to anticipate the future need.

5.1.1 HUMAN RESOURCE PLANNING PROCESS The HR Planning Process of Shaheen is shown in the following Figure. 10

Figure 4 Shaheen Objectives & Strategies

External Environment Scanning

Internal Environment Scanning

Forecasting

Survey Of Employees Needed

Survey Of Employees Available

Shaheen HR Plans

Shaheen HR Planning are usually of short time in nature usually of 4 to 6 months. Because of shortage of skill workers and because of the presence of pharmaceutical industries in the SWAT Valley, the competition is very high so the HR Department of Shaheen continuously looking for skill workers. For this purpose Shaheen scan internal environment to find out suitable employee and promote to fill the vacancy, if there are no such employees available, then HR Department scan external environment for skilled and experienced employees. As a result it is found the HR Department minimally interviewed 2 3 candidates daily, most of these interviewed candidates are called 3 to 4 months later of which almost 60 - 70% get jobs else where and only 30 - 40% available. Once the internal environment along with external environment is scanned, a draft forecast is prepared. There are no forms for this purpose Shaheen uses, instead Shaheen only colleted CVs and credentials for future need with HR comments written on it. Shaheen uses surveys to find out the present employees, their strength and experience and then find out the no of required employees in near future. This gives 11

the organization the ability to cope with future need of employees. But the same is not true for high level employees such as Pharmacists, Chemists, Analysts, Officers & Managers. Shaheen does not have a valid planning for higher level officers. As a result there is always a shortage of skilled, technical & experienced top level officers as indicated by the following table.

No.
1 2 3 4 5 6 7 8 9

Ranks
Managers Chemist Pharmacists
Ware House Officers

Available Required
07 01 03 02 03 03 02 02 02 25 10 03 07 03 05 05 06 08 07 54 Table 1

Accounts Sections Godown Staff Inventory Control Production Officers Analysts Total Officers

5.1.2 FORECASTING HUMAN RESOURCE PLANNING PROCESS Shaheen uses the information which was gathered from external environmental scanning and assessment of internal strengths and weaknesses is used to forecast HR supply and demand in light of there objectives and strategies. Forecasting in Shaheen contains information from the past and present to identify expected future conditions. Because of the rapid changes in the political, economical & global changes, Shaheen mainly emphasize on short term forecasting usually of 4 to 6 months durations.

12

Despite the availability of vary sophisticated techniques, forecasting in Shaheen is still subjective judgment. The facts are some times evaluated and weighed by knowledgeable individuals, such as managers and HR experts, and some times not. 5.1.3 METHODS OF FORECASTING HUMAN RESOURCE NEEDS HR at Shaheen uses 2 method when forecast the human resource need using judgmental methods and mathematical methods. Although Shaheen uses these two types of model, the management still do not know the model and the difference between them.

Figure5
Shaheen Forecasting Techniques

Judgmental Techniques

Mathematical

Estimates

Productivity Ratios

In Judgmental Techniques, Shaheen uses Estimates which are both top-down and bottom-up, but mainly the HR & Management teams combinely interviewed the top level employees who are in a position to know that How many people will they need next year to cop with employees shortage and to increase productivity. After obtaining responses, the HR prepare forecast sheet and submit it to chief executive for approval. While In Mathematical methods, extensively used for lower level worker, Shaheen uses Productivity ratios which calculate the average number of units produced per employee. These averages are then applied to forecasts to determine the number of employees needed. For example when Shaheen launches new product (Preston Tablets, Normidol Suspension & Olox Tablets in April 2009) the 13

management decide to hire new employees to increase the production level from 8500 packs with 35 packing staff with a ratio of 243 to 15000 packs with 62 packing staff per day. To reach this objective Shaheen hire fresh 27 packing section employees through referral, interview and other methods.

Figure 6

14 5.2 EMPLOYEES RECRUITMENT & SELECTION

Once the forecast is developed and approved from the top management, the HR department of Shaheen start Recruitment & Selection process to fill the vacancies. Like all good plans, HR Manager of Shaheen builds employment plans on premises. Basic assumptions for employment requirement by forecasting contain three important things: The supply of inside candidates; Personnel needs; The supply of outside candidates according to their company requirements.

Internal Sources

Figure 7
Sources of Recruitment

External Recruitment

15

By the utilization of their resources, firstly it is checked that either there is any job placement or company is expending their business so that new jobs are open for new candidates. These issues are tackled by the HR Manger. If staff is required then company tries to find them inside the company by upgrading their employees if it not possible then new jobs are created and fill by the outside market. The overall aims of the recruitment and selection process in Shaheen are to obtain, at minimum cost, the number and quality of employees required to satisfy the needs of staff requirement. The three stages of recruitment and selection in Shaheen are: Defining requirements: Preparing job descriptions and specifications; deciding terms and conditions of employment; Attracting candidates: Reviewing and evaluating alternative sources of applicants, inside and outside the company, advertising; Selecting candidates: Sifting applications, interviewing, testing, assessing candidates, offering employment, obtaining references; preparing contracts of employment.

Figure 8

Stages of Recruitment

Defining Requirements

Attracting Candidates

Selecting Candidates

5.2.1 SOURCES OF CANDIDATES There are various source available for the recruitment of potential candidates, which are broadly divided in two categories. Internal Sources External Sources

16

Figure 9 Sources of Candidates

Internal Sources

External Sources

5.2.1.1

INTERNAL SOURCES

First choice which Shaheen mostly utilize is internal source. When some new post is created or some post is vacant due to termination, resigning and promotion of employee, The HR department scan internal organizational environment to locate the potential candidates, as a result Quality Assurance Officer was promoted to the post of Inventory Control Manager, Production Manager were promoted to Management Representative of ISO Program, and Quality Control Incharge were promoted to Quality Control Manager. When some post is available, then HR Department notifies the interested candidates about the job opening and the candidates submit their CVs along with the written permission from their respective managers for the new post. These informations are then forwarded to top management and after there approval a formal notification is sent to interested candidates for interview. After interview , job is offered to successful candidates.

5.2.1.2

EXTERNAL SOURCES

17

If there are no people available within the organization the other sources of candidates, are used for recruitment such as internal or external referral & advertising etc. In external sources, the HR department uses internal and external referrals i.e. when job is posted then existing employees recommend some employees for the job or Managers of other pharmaceuticals recommend some candidates for the job. HR gives first priority to internal referral and then external one. if the HR Department still not find out the potential candidate, then Shaheen advertise the job opening in local news paper. Almost more than 70% of employees both workers, technical staff and managers are appointed through external or internal referrals. Initially every officer rank employees are appointed for a probation period of 3 to 6 months as trainee. After successful completion of training a permanent job is offered to the trainee.

5.3

TRAINING & DEVELOPMENT Training is one of the most important tool any organization using to

18

cope with the rapid change in technology and way of doing business. HR department of Shaheen is responsible for the training and Development of existing as well as new coming employees. The difference between the training of new and existing employees are orientation and Shaheen culture. When a new employee is selected, an orientation of the new employees is conducted. Production Manager is responsible for the orientation of new employees. Orientation is basically a one to two hour activity in which the new employees are informed about the organizational structure, term & conditions of employment, the duties of incumbent, the ethical & behavioural requirement for the new employee and the so. This activity is only design for the officers and managers. Workers & employees of lower level are exempted from orientation. As a result most problems are observed at this level during day-to-day transaction. New or Existing employees are trained in HR Department via three methods. Employees Handbook Training by concerned department Manager. Training to visit to other pharmaceuticals. The period of training is not specified, some times it covered in a week some times it is extended upto 6 months. 5.3.1 TRAINING NEED ASSESSMENT There is no document for training need assessment in HR department, however a document is found in ISO Master File QMS/02/001 along with several forms.

19

6.2.2 TRAINING, AWARENESS AND COMPETENCY A planning process is being implemented which ensures the proper training, awareness and competence development of people. This carried out while taking into account the organization processes, customer needs and expectations, the stages of development of people and the culture of the organization. The objective is to provide people with knowledge and skill, which, together with experience, improve their competence and capabilities. Organization has established and maintains a procedure to ensure proper capabilities of personnel working. This includes: Identification of competency needs for personnel performing activities affecting quality Providing training or take other actions to address identified needs. Evaluating effectiveness of the training provided Ensuring that employees are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives Maintaining appropriate records of education, experience, training and qualification
Reproduced with permission from the HR Manager of Shaheen Pharmaceuticals

Training need in Shaheen is determined based on error or mistakes frequently made by any employees. However some forms of training need assessment were found in Quality Control Department. The form QCD uses contains information divided in to two major categories. They are Performance Analysis. (What tasks the analyst is currently performing? how can the current performance be improved? Is training the best method?) Job & Task Analysis. (What is the best way to do analysis? How can The QCD uses this form to gather information about the training need and to find out the suitable, affordable and effective way of training. 5.3.2 EMPLOYEES DEVELOPMENT Because of lack of training need information, the only available option for the management of Shaheen is to wait till some problem appears. If this happen the management in the light of intensity of incident decided whether to train the employees or terminate them. If the decision regarding training is made then the immediate supervisor are asked to help the employee and make up the deficiency in the skill, knowledge and behaviour of the employee. This may be useful exercise but the company already suffered the loss. 20 analysis process are broken down into small steps?)

In Quality Control Area, in the light of the form already prepared for training need assessment, the Chemist & Analysts are informed about their training schedule. These training sessions are conducted with the help of HR. Mostly the training mode are lecturing and participation exercise in which the trainees are asked to perform some activities. The all activities are recorded. As a result the turnover of employees in Quality Control is much lower than any other areas of the organization. HR of Shaheen also uses another method to train some employees i.e. by sending them to other pharmaceuticals to work for some time and then come back to their original position. Although some documents regarding training activities are found in ISO documentation, it was found that these forms are never used.

21

5.4

PERFORMANCE MANAGEMENT Employees job performance is an important issue for all employers. A

performance management system consists of the processes used to identify, encourage, measure, evaluate, improve, and reward employee performance at work. Figure 10

Shaheen encourage their employees to achieve high level of excellence i.e. in Quantity of output Quality of output Timeliness of output Presence at work Cooperativeness

These excellences are appreciated by the management at their monthly meeting with their employees and in the form of shields and awards. However all these activities are qualitative in nature. The activities of employees are recorded on the basis of observation made by the management officials from time to time. There is no maintenance of performance log. However critical incidents are recorded on rough pages for the future need.

22

5.4.1 PERFORMANCE STANDARD & EXPECTATION Although Shaheen is a well reputed pharmaceutical organization, what target the employees must achieve is totally the matter of perception. Different standards are set for different employees. i.e. if two employees which perform same task in which one are highly experience and skilled and other have relative lower experience than the management expect a high quantified target achievement for the experienced one than from other. It is because of this reason, an atmosphere of conflict found in some section of Shaheen Pharmaceuticals. Management still not do sufficient planning to overcome these differences in targets and for the smoothing of organizational environment. The production department are usually engage in performance standard setting and reviews of activities to find out that these standards are met during normal course of operation. However if the standard are not met there are no mechanism how to remove inefficiency. Thus some one can say that performance standards are not a matter of seriousness in Shaheen. It was also found that some employees are also reluctant to these standards because no reward are attach to these standards. During my internship, several times the product staff achieves the target but they are not appreciated well. 5.4.2 HOW PERFORMANCE REPORTS ARE WRITTEN Performance reports are the responsibility of all managers of the concern department. However these reports must be submitted to HR Department. A major drawback is that these report are not considered when pay raise is recommended by the manager of various department, as a result every employee get 10% annual increase in their pay regardless of their performance. This creates a lack of seriousness about the performance report preparation. Every department uses their own performance sheet. A typical performance report of Shaheen contains information as Name of employee 23

Designation of Employee Name of performance evaluator Department Date & Time Performance Standard (Arranged according to their priority) Remarks Signature of Supervisor

24

5.5

EMPLOYESS COMPENSATION & BENEFITS Shaheen Pharmaceuticals currently highly compensating there

employees with respect to other industries present in Swat valley, however among the lowest compensation payable organization in the industry in Pakistan. Because of very low number of pharmaceuticals in Swat valley and absence of many taxes in Swat valley, Shaheen is one of the most profitable pharmaceutical in Pakistan, but these benefits are not transferred to their employees as a result the employees turnover is very high. Shaheen have a different pay structure for different level of employees and also employees of same level. i.e. Head of two departments are paid two different type of compensation. HR department is responsible for pay and pay related issues. It was also found that salary determination in Shaheen is a matter of bargaining. i.e. Shaheen pay 5500 PKR to an analyst while at the same time pay 15000 to other analyst working in a same post. Shaheen creates 2 categories for their employees. Exempt & NonExempt. Shaheen pay overtime to its non-exempt employees who work in excess of 8 hour and are one & half times there base pay. Almost all officers, managers, directors & executives are exempt from overtime allowance. There is no shift premium and night allowance for workers. The pay structure changes in Shaheen with that of based on seniority and not on performance. Figure 11 Employees Categories Non-Exempt Employees

Exempt Employees

Although Shaheen is considered as one of the most profitable organization in pharmaceutical sector, it does not distribute some portion of

25

its profit among their employees. There is also no concept of variable pay in Shaheen. Lack of equality in the pay structure is thus a major disadvantage of Shaheen pay system. 5.5.1 TYPES OF COMPENSATION & BENEFITS

There are only one type of pay structure is available for the lower level employees. i.e. base pay. No other direct & indirect pay & benefits are provided to the employees. For the lower level employees Shaheen is giving time base pay i.e. every employee have to work for at least 8 hours a day after which he has subject to receive his pay at the end of month. No portion of the pay is directly or indirectly associated with the pay. As a result motivations of the employees are low. The composition of salary of lower level employees consist of : Basic Salary Overtime Indexation allowance (For workers having salary less than 2500 PKR) Attendance allowance (For workers having salary less than 2500 PKR Cost of Living Allowance

and equal to 300 PKR)

26

Figure 12 Indexation Allowance

Basic Salary
Compositio n of Salary

Attendance Allowance

Cost of Living Allowance

Overtime

Shaheen pay a higher wage to his high level employees. The composition of the salary given to these employees consists of: Gross Salary Basic Salary House Rent Transportation Allowance ( usually between 300 to 500 PKR) Cost of Living Allowance Special Allowances Vocational Pay

Deductions Benefits The following benefits are being paid. EOBI --------------------------------- 5 % of wages Advance against salary------------- up to one third of salary (For all employees) Medical allowance ----------------- 4% of Salary (Only for Managers) Loan Instalments Provident Fund Employees Old Age Benefit Institution.. E.O.B.I.

27

Accommodation Only for those employees living outside Swat Valley. Loans The employee is given loans as per the loan policy mentioned in the Service Rules. The employees submit their application for loan approval to HR department after the approval of the Managing Director the loan is granted to the applicant.

5.6

ORGANIZATIONAL CAREER MANAGEMENT Shaheen Pharmaceuticals have one of the best career management system.

28

The company consistently monitors its employees and as far as the betterment of their career is concern, the company has a proper strategic plan through which it increases the skill level of its employees. The company offers workshops, seminars, visit of key employees to other pharmaceutical industries & training courses which focus on injecting skills and professionalism into employees. These courses held in the organization or outside organization as per the course requirements. Regardless of the location of these training programs, the company pays all the expenses. The only focus of these programs are to improve the skills of their employees so that not only company can get maximum out of them but also employees can enrich their nature of job and life standard as well. Along with these training programs, the company makes their employees fully aware of their job requirements by mean of job descriptions so that they can develop a clear picture about at what are necessary requirement of their job and want are not. Indirectly the promotions, transfer to other department also plays a key role in employees job satisfaction. Shaheen also have a career planning center and the interested employees can seek help anytime between 8:00 AM to 4:00 PM from Monday to Friday. This center help employees to get updated information about their job, current trend in the job an

employee performing, required knowledge to enhance the productivity of employees. If an employee wants to change their job position, the career planning center helps the employees to do so. If any employees want to join any outside institution for further education, Shaheen Pharmaceuticals allow them. As a result some of Shaheen Pharmaceuticals employees are the students of various educational institutions e.g. Malakand University, Udhiana Medical Institute, Abbott College and Virtual University. Educational Policy of Shaheen Pharmaceuticals is flexible while that of its competitors present in Swat region is tough. Thus as far as the career development is concern, the HR Department of Shaheen is fully aware of this issue.

5.6.1 EMPLOYEES JOB CHANGES Employees job changes in Shaheen Pharmaceuticals are a matter of routine task. When any job is lying vacant or some new post is created because of expansion or addition of new department, Shaheen first priority is to select employees from the current pool. For this purpose Shaheen announce the vacancy internally and invite the current employees to submit their CVs along with required documents and then select the right candidate for the post. If right candidate are not available to fill out the vacancy then Shaheen search for candidates who have the required competency and are willingly to fill the post but not have proper knowledge and/or skill required for the post, then Shaheen arrange an up gradation program which best suit the employee requirement for the new post. As a result the employees response for the new position is always higher than expected. Normally every employee changes their job every 3 to 4 years. As a result of these changes, QA Officer changes their job to Inventory Control Manager, Production Manager changes his job to Plant Manager and Raw Material Store Incharge promoted to Warehouse Incharge. Shaheen also arrange outside assistance and training program for their employees. As a result some of employees are send to various organization

29

for training upto 6 months and then returned back to assume the new position. Employees job changes within organization give advantage to the company that employees at key position are loyal to the company.

5.7

JOB CHANGES WITHIN ORGANIZATION Job changes in Shaheen Pharmaceutical are managed by HR

30

Department. When there is new post created in the company or some post became vacant because of layoff, dismissal, promotion or demotion etc, Shaheen first announce the post through their display board, memos to various managers through memos and inter-communication forms. Interested employees are informed to submit their CVs along with required documents and with NOC from the head of their department. After receiving such documents, the HR Manager verify the information collected and match the current post requirement with that of competencies and capabilities of the employees. HR Department conducts a short interview with that of interested employees. These interviews are mostly conduct in HR Manager Office usually after 4:00 PM. A series of questions are ask from the employees such as Why he apply for the job? What is the deficiency the employees feel in their current job? How he manage the new job? What the employee expects from the new job? etc.

In the light of interview conducted and the recommendation and NOC of the current head of employee department makes an initial recommendation to higher management (Chief Executive, General Manager). After approval from the top management the employee, previous and new manager of the employee are informed through intercommunication form and a new Job Description Form were granted to the employee. It was observed during my stay that new appointment letter were not given to the employees and it was assumed that the terms & Condition of the employment was same as before. The employees know his salary rise only when he receives his pay cheque.

5.7.1 PROMOTIONS In case of promotion, the head of department inform the HR Manager through intercommunication form about the performance of an employee. After receiving such information, the HR department recommend the employee for possible promotion within department to top management. The top management decide in the light of recommendation from the head of department & HR department to promote or not the employee. The decisions of the top management were mostly verbally, and the HR department in the view of decision makes necessary documentation. Promotion policy of Shaheen Pharmaceutical is not clear. The employees do not know when they were be promoted. It a matter of top management decision. As a result of this, some employee promoted very early like after 6 to 7 month of employment while some are still waiting for promotion after 5 years of employment. Because of no policy about the promotion mostly employees are demotivated and thinks what ever they do they are still under the dark side of the candle. Productivity records also show that the outputs of senior are lower than that of new comers and that of who promoted earlier.

31

QC Officer was promoted to Senior QC Officer. FGS Assistant was promoted to FGS Incharge and Dispensing Pharmacist was promoted to Dispensing Area Incharge. 5.7.2 TRANSFER Transfer policy of Shaheen is clear and also mention in employee hand book, job description & in appointment letter. Shaheen transfer policy stated that when ever services of an employee are required in some other department and/or any section within the firm, the employee must assume the responsibility without any hesitation and any reasons. The appointment letter contain these phrase The employee should assume any responsibility assigned by concerned manager or any authorized person designated by top management. He should also assume any task wholly or partially either permanently or temporarily as per HR Department instruction without any hesitation. As a result of this job transfer within department is a matter of daily activity. Coating Operator of coating section work with packing department and blister section staff are transfer to syrup section. Thus we can say transfer is a routine activity in Shaheens life. Some transfers in Shaheen are temporarily one while some are permanent in nature. Top management decided whom to promote permanently and whom not. Employee some times also takes part in transfer process and willingly apply for transfer because the transfer gives them fresh life in the form of new knowledge and skill. This type of transfer is voluntarily one. While in involuntarily one top management decided which one is transfer and which one not. The employees may apply to review the management decision of involuntarily transfer but the final decision is in the hand of top management. 5.7.3 DEMOTIONS Currently there is no demotion occur in Shaheen Pharmaceuticals to date. ISO master documents show that when the employees does not show 33 32

satisfactory performance within 1 year period (in which the employee is unable the minimum acceptable level of productivity for last 3 months continuously) and does not improve his performance after the recommended training from the concerned department manager, makes continuously same mistakes, does not oblige the order of department manager, supervisor and any other senior and after informally verbal, formal written and a formal show cause notice, does not satisfy the concern officials in show cause case hearings, theft, damage to company property, engage in any other activity other that assigned one and the same and leaking company critical or non critical information to outsiders include relatives, friend and competitors of the firm are subject to demotion, penalty equivalent to damage, withholding salary, and termination from the employment with or without notice. Shaheen is lucky in the sense that during the 5 years of his journey, no employees yet receive demotion from his current job. 5.7.4 SEPERATION

One of the worst decisions an employer or employee made is the decision of separation from the firm. The employee leaves the job because of various reasons such as Finding better job Less attractive current job No career growth in current job and/or current organization Unexpected new complex & lengthy assignment in the job Bad employment condition in current job Unacceptable supervisors, managers behaviors. Inequality in pay

While the employer remove an employee also have one of several reasons such as Continuous low performance of an employee

Cutting unnecessary overheads. Increase profit by reducing cost through cutting employees strength. Hire low wage workers by removing high paid workers. Layoff union workers because of strikes, lockout etc Due to inflationary or recession conditions Layoff old workers because of less or no knowledge of advance

technology. Employee who leak out critical firm information to outsiders. Employees who damage company property. Continuous absence from the job 34

Unfortunately in Shaheen this decision were made frequently in the last 2-3 years. About 2/3 of Shaheen employees have joined Shaheen within 2-3 years only one third are employees which are from the start with the company. Of the 2/3, more than 50% of employees were terminated one of several reasons such as 5.7.4.1 Unacceptable behavior with that of supervisor and/or manager Damage to Firms property Does not obey Management orders Smoking and engage in activities prohibited by the management Leak information to outsiders. Too many unauthorized leaves LAYOFF Layoffs occur when employees are put on unpaid leaves of absence for time period longer than approved one.

Shaheen have a clear policy in this regard. A complete section on leaves is present in the employment manual. For employment period of more than 4 year 20 vocational leaves are approved along with 12 sick leaves and 10 other leave, a total of 42 days. These leaves are available to all employees but 20 vocational leaves are earned only after completed 4 years of service in the firm. While remaining leaves can be availed any time. All these informations are present in Section 10 page 28 of employment handbook. Shaheen have a strict policy on leaves. If an employee makes extra leaves without prior approval, a written show cause is issued to him within 7 days. If the employee does not provide reasonable reason to HR department, then he has a danger of layoff. Only 7 times this option is used. Employees can collect their vocational leaves upto 50 and then if he wants to avail these leaves he can. If he does not want to avail the leaves then he may apply for pay equivalent to normal rate. If employee does not respond to the show cause within 3 days of receiving, another show cause is issued and if he still not respond within 3 days of receiving, a layoff letter is send to him and thus in this way the employee is terminated. Employees can also apply for unpaid leave in case of emergency such as medical leave, maternity leave, educational leave etc. but prior permission from HR department is necessary. 5.7.4.2 TERMINATION Unfortunately termination decision in Shaheen was made frequently in the last 2-3 years. About 2/3 of Shaheen employees have joined Shaheen within 2-3 years only one third are employees which are from the start with the company. Of the 2/3, more than 50% of employees were terminated one of several reasons such as Unacceptable behavior Damage to Firms property 35

Does not obey Management orders Smoking and engage in activities prohibited by the management Leak information to outsiders.

There is various rank employees terminated due to above causes. Senior pharmacists, production supervisors, packing hall Incharge, manufacturing area staff and warehouse personals are the frequent victim of this decision. As a result the motivational level of these employees also found lower than other areas employees least affected by termination decision. Although the termination remove problem employee, it was found that these employees can be made loyal with little effort and some training.

5.7.4.3

RESIGNATION

36

Resignation in Shaheen is another big reason for brain drainage of valuable talent. Shaheen spend valuable and its precious time to reward a good experience but because of the weakness of the system, when the employee get some knowledge he resign from his post and join new firm. The major causes behind this situation were found as under. Less opportunity for career growth due to less room for innovation and creativity because of standardized rules and procedures. Lower salary Unsatisfactory work conditions. Unacceptable term and conditions. Tight supervisory control Lack of trust

No benefits for most of employees.

Shaheen does not so far make some sound homework to reduce this trend. As a result this situation persists. Because of beurucratic style of management, opportunities for others becomes lower & lower down the hierarchy. The post leave after resignation was not filled immediately. Usually 3 to 4 months are required to fill the posts. It was also observed that resignation letter was given by employees to the management immediately without waiting period of 1 month. Because there is no benefit for employees thus resignation was given immediately. Another trend was observed that mostly resignation application was given 2nd date of new month when employee get there previous month complete salary thus the management have nothing to hold and forces the employee not to resign. Resignation is one of the worst ways which not only effect some department badly but some times the firm faces dangerous situation.

5.7.4.4

RETIREMENT

37

Shaheen is a relatively new firm and no one individual till date are retired. But employment handbook (section 21 page 68) contains information about retirement. Shaheen policy is that any one who will complete 35 years of services are eligible to apply for retirement. The retirement policy will be made later. This matter is still under consideration of top management. Whoever it was found that some benefits such as provident fund, gratuity and E.O.B.I benefits will be provided to retired employees. It was also found that management decided to give job to one of the relative of retired employee. However no formal authorize information on this matter is not approved yet.

LABOUR MANAGEMENT RELATIONS Labour-Management relation in Shaheen is not an ideal one. The employees

38

are just satisfied the management style. Thus we can say that the organization keeps normal relations with its employees. There are two-way communications methods in Shaheen. Several features of Labor-Management relations are Every employee has the right to come to meet his immediate supervisor for his problem. If his supervisor cannot satisfy the employee, then employee can go to HR department for this problem. There are placed the Complaint Box at different location in the organization that are only opened by the HR Manager randomly. Some Department held meeting on monthly basis in which head of Dept and first line supervisor meet to employee and discuss about the previous performance of Dept & individual performance. At the end the decisions are made to enhance the individual performance by facilitating the employees.

The company treats all employees with respect and dignity, no employee is subjected to any gesture, language and physical contact that are sexually coercive, threatening, abusive or exploitative. Discipline Procedure:

Warning are addressed to the employees verbally and in written through their immediate supervisor. The warning referred to the contraventions committed by the employee and served to remind the employees the he/she abide by the company rules and regulations in performing his/her work, and that this contravention should not be repeated in future.

A written letter addresses to the employee describing the contravention committed. The employee is also notified that a higher penalty may be inflicted on him in the contravention is repeated in future. The warning letter is then registered in the employees personal file. Issuance of written warning can be recommended by the respective supervisor and Head of Department. It will be issued by the HR department after approval of Chief Executive Officer. 39

Deduction from the salary will be an amount of employee salary depending on the type offence and decision taken accordingly. The employee may be suspended from performing his or her duties for a period of time as conveyed in written. Unauthorized absence of more then two times in Six month can result in termination of employment. An employee who is absent from the job with out satisfactory explanation and necessary proof is considered to be an unauthorized unpaid absence. Discrimination, intimidation and harassment based on sex, race, religion, age, colour, disability, sexual orientation and cultural background is prohibited at the workplace.

SWOT ANALYSIS (STRENGTH, WEAKNESS, OPPORTUNITIES & THREATS FOCUSING ON THE HRM PROCESS IN THE ORGANIZATION STRENGTH

40

i. ii. iii. iv. v. vi.

One of the largest pharmaceutical organization. Higher wage payer employer in the region. Frequent availability of lower wage employees. More loyal senior employees. Qualified staff in HR Department. Reduces cost by merging some departments, especially merger of Administration Department into HR Department.

vii. viii. ix.

Use of HR Forecasting techniques Perform Job Analysis frequently. Higher motivational level of key employees due to Job rotation & Career Management programs.

x.

Use of different sources for recruiting & selection of right candidates.

WEAKNESS

41

i.

Lower wage level as compared to other pharmaceutical present at other locations.

ii. iii. iv. v.

Availability of less skilled and less experienced workers. High employees turnover ratio. Serious shortage of necessary full time staff in HR Department. Dual responsibility of various managers due to merger of various departments.

vi. vii. viii. ix. x. xi.

Short term HR Forecasting usually 3 to 6 months duration. HR Forecasting are mostly conducted for lower level workers. Some Job descriptions were found out-of-date. Job Description are only covering offers and managerial ranking employees. Career growth opportunities are only available to selected employees. No referral reward system for employees who recommend competent employees.

xii.

Out-of-dated interviewing techniques.

OPPORTUNITIES i. Enough room for the implementation of new HR policies & Procedures. 42

ii. iii. iv.

Shaheen can hire best employees for their HR Department. Shaheen can expand their HR Department. Use the skill & competence of HR Manager Head to improve HR department performance by giving him full and unconditional authority.

v.

Number of graduates in the region is increasing, Shaheen may hire these graduate to increase the performance of HR System.

THREATS i. Imposition of new rules and regulation by the government. ii. Entrance of new companies in pharmaceutical industry. iii. Switching of employees from Shaheen to other companies who pay more than that offered by Shaheen. iv. Serious shortage of skilled and qualified workers in near future.

43 8 MAIN WEAKNESS OF THE ORGANIZATION During my stay, I have found following main weaknesses which I discussed with HR Manager.

a. Serious shortage of employees almost in all departments and sections. b. Shaheen purchases latest machines and equipments but till date did not find technical and skilled employees to start few of those machines. c. In Shaheen, interviews are conducted on daily basis for lower level employees but only a small percentage of these were offered the job. d. There are no formal training programs for new incumbent. e. Strict beurucratic style of management. f. High turnover ratio than competitors. g. Short term planning for human resource. h. Lack of formal forms & formats specially interview evaluation form etc. i. Forecasting of human resource need is based on subjective judgment. j. No referral bonus for employees who recommended competent & skilled candidates for a job. k. Orientation & training period of new incumbent are very short and new employee has to learn every thing from his mistakes. l. No training need assessment form developed yet.

m. Different standard are set for different employees working same type jobs. n. Performance reports have no effect on annual salary increase. o. Compensation & Benefits are lower in Shaheen as compared to other national & multinational pharmaceutical organizations. p. Different pay structure for different employees working same job. q. Promotion policy of Shaheen is not clear. 44 9 RECOMMENDATION

a. The HR Department must intensively look for new candidates to fill-up the shortage of employees. For this purpose Shaheen may use internet, print medias such as newspapers, brochures and may use referrals. b. Shaheen Pharmaceutical acquired latest equipments and machineries but some of them are still not at work because of lack of technicians and specialists. It is thus recommended that before any new machinery is purchased, a contract must be signed with the manufacturer of the machinery or with the suppliers that they must train some staff of Shaheen to operate the machine within reasonable time. c. The HR department may dedicate a day in a week or in a month for interview thus eliminates the unnecessary interviews conducted daily and thus can save precious time of HR Staff. d. A complete training program must be designed for each and every incumbent, which may cover not only the details of the job for which the incumbent is hired but also about the company, its culture, environment, HR Policies and the like. e. Strict beurucratic style of management must be converted to more flexible type i.e. authority and responsibilities must be delegated to lower level as well. This action not only increases motivational level of employees but also increases the loyalty and sense of belongness of employees. f. HR Department must also forecast for long-term Human Resource need. g. HR Department must design formal form for applicant interview, salary surveys, Training need assessment etc. h. Human resource needs in Shaheen are mostly determined using judgmental technique. Although judgmental techniques are one of most important ones, the HR Department must train every Manager, Supervisor, Line Manager etc so that can use other method as well to enhance the reliability of their estimates. 45

i. It is also found that no referral bonus was given to employees who refer competent, skilled and knowledgeable candidate. The HR Department must convince the higher management to give such bonus which not only motivated the employees but the organization can in this way get competent, skilled and experienced worker which may participate in the success of the organization. j. Orientation & Training period of new incumbent is very short, and usually the incumbent learn from their mistakes, this is a costly practice. So it is recommended that new incumbent must be fully trained and after completion of training period, the training performance must be evaluated before giving regular job assignment to the employee. k. One main weakness found in Shaheen Pharmaceuticals is that there are different performance standard for employees working same job. This practiced must be immediately eliminated and same performance standard must be set for same job. l. Performance reports must be tightly linked with salary increase at the end of each year. m. As compared to other pharmaceutical organization present in Pakistan, the salary level in Shaheen is much lower. As a result the employees turnover is very high. HR Department must conduct salary survey, comparison and other means to reduce the current salary gap and thus reduces the employees turnover. n. There must be same pay structure for same job i.e. equal pay for equal work. o. Shaheen HR Department must clearly communicate its promotion policy to all employees. 46 10 CONCLUSION

HR is a very vast and important field in business. It is really important to have and maintain quality professionals to add value in any organizations. From the entire above project I have gained a lot of practical experience of the work. I saw how work is done practically in organizations. I saw practical application of my theoretical knowledge. It was a great learning experience, but I observed something which I feel not a good practice. Basic pay of line workers disappointed me the most. It was less than that approved by the government due to the fact that the organization is located in tax free region where government labour officer do not inspect any company. There are many things that are still in books and remain in books. I think, organizations, in the process of reducing costs and competing globally, should not forget basic ethics, which are the essence of a good organization. During my stay in Shaheen Pharmaceutical, I have analysed their existing human recourse system and seen that how they are applying the Recruitment & Selection process (from job analysis to selection of employees) and I have seen that company recruit all those persons who are eligible to his criteria whether they are internal or external. Once a pool of candidate has been completed the next stage is to select the best person for the job to achieve the organizational goal. Orientation and on the job training will be arranged after the selection of employees and the newly hired employees are posted on temporary job of 3 to 6 months for their practices, and employees having satisfied performance will be permitted as permanent. But orientation and training are limited to some employees. The Management strongly believes the importance of their employees; however the benefits provided to them are also limited to few employees. The management believe employees as a supreme strength. Therefore they strive to attract, retain and develop the best talent but because of low salary and few benefits, the employees turnover ratio are quite very high. Special emphasis in this regard is given to training & development of the staff but so for this practice is conducted only to train selective employees. Shaheen not only train employees in-house but also send some employees for external training. 47

Currently the company does not have automated HRMS. If this system is installed, the company will received numerous benefits such as reduction in recruitment & selection costs, Increases HRD performance, easy & fast access to critical information such as employees personal record, performance log etc. It was also observed that layoff, termination, demotion and retirement polices are not clear as a result the moral of key employees were found at low level. Currently, the HR Manager is trying there best to develop new policy which are acceptable to both employer and to employees and thus it is expected that HR Department will reduces their deficiencies and enhances the satisfaction of their employees.

48

11

REFERENCES BOOKS 1 2 Guerin Lisa & Delpo Amy (2003). Create Your Own Employee Handbook (1st ed.). California, USA: Nolo Press Tracey, William R. Tracey. (2004). The human resources glossary: the complete desk reference for HR executives, managers and practitioners (3rd ed.) New York, USA: Company). 3 4 Helms M. Marilyn. (2006). Encyclopaedia of Management (5th ed.). London, UK: Thomson & Gale Publishing Co. Prof. Krishan Murthi. (2008). A Handbook of Employees Relations and Labour Laws In India. (1st ed.). Mumbai, India: NAD International Press. 5 Jones Pam. (2000). The Performance Management Pocket Book. (1st ed.). UK: Management Pocketbooks Ltd. E-mail: pocketbks@aol.com Web: www.pocketbook.co.uk 6 7 David A. Decenzo & Stephen P. Robbins (2004). Fundamentals Of Human Resource Management. (8th ed.) Wayne F. Casico (2000). Managing Human Resource (Productivity, Quality Of Work Life & Profits). (5th ed.). National Book Foundation. JOURNALS 1 Dr. Adya Prasad Pandey (Dec. 2007). Labour Management Relations A Radical Deal For Industrial Peace. MPRA Paper No.6085 Retrieved May 2009, http://mpra.ub.uni-muenchen.de/6085 MANUALS 1 Manual of Human Resource, Chamber Practice, The Indian legal Service Provider. (1996). Manual developed for Ramakrishna Hospitality Services (Pvt.) Ltd. ST. LUCIE PRESS (A CRC Press

49

Training Manuals of Paramount Pharmaceuticals. (Jan. 2008)

50 12 ANNUXERS A-01 APPOINTMENT LETTER