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RESOURCE
MANGEMENT
PROCESS
1
MEMBERS
PRESENTING
2
MAIN PARTS OF THE PROJECT
2. HR PRACTICES
• Human Resource Planning
• Recruitment/Decruitment
• Selection
• Orientation
• Training/Development
• Performance Management
• Compensation & Benefits
3
Mobilink History
Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan
by MOTOROLA Inc., later it was sold to Orascom, an Egypt-based multi-national
company.
In addition to cellular service, the Orascomm group is diversifying its service portfolio by
setting up new businesses and also expanding through acquisitions. Recently, they started
offering DSL broadband through a wholly owned subsidiary, Link.Net. Plans are also in
place for launch of wireless broadband service through WiMax based technology.
In addition to Mobilink, the Orascom group also owns TWA (Trans World Associates)
which operates an undersea fiber optic cable from Karachi to Fujairah, UAE.
We pride ourselves on being the first cellular service provider to operate on a 100%
digital GSM technology in Pakistan that also provides state-of-the-art communication
solutions to its customers
As the market leader, we recognize and fulfill our responsibility towards our country and
the environment we operate in. We contribute to worthy causes and are dedicated to the
development and progress of the society.
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Achievements
ISO 9002 Quality Management System Certification for Billing, Engineering
Departments and CS Contact Center
Implementation of a full Intelligent Network (IN) platform from Siemens for the
Prepaid platform
Largest Call Center in Pakistan, which is there to assist the customers 24 hours
Only cellular service in Pakistan to provide coverage on the M2 motorway
Bilateral roaming in over 120 countries around the world with true international
roaming with over 300 operators across the globe
First mobile operator in Pakistan to offer extensive GPRS Roaming and
Blackberry Roaming services
MOBILINK GSM's Short Message Service Center allows Vehicle Tracking and Fleet
Management services that are being provided by Tracker (Pvt.) Ltd., under the brand
name of C-Track, a company licensed by Pakistan Telecom Authority (PTA). Tracker
currently operates from Karachi but can provide these facilities at all those locations
where GSM coverage is available
REGULATORY AUTHORITY
COMPETITORS
Although MOBILINK has been given complete monopoly in the field of
telecommunication up to year 2, still there are some competitors from other sources of
communication. They include:
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Courier Services
E-mail service providers
Pay Card Phone Companies
Internet Service Providers
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> Multinational companies
> Telegraph / Telex users
Internet Service Providers
There are about 41 private companies who provide the Internet services to the
subscribers of MOBILINK. They use the telephone lines of MOBILINK and pay for it.
MOBILINK itself also provides the Internet facilities to its customers at a rate of Rs.10-/
hour.
PCOs
Private PCOs are also customers of MOBILINK. Rates for PCOs are lower than
that of ordinary telephone subscribers. However MOBILINK requires a big security
deposit for PCO connections.
Telephone Subscribers
There are more than three million telephone connections installed by
MOBILINK. MOBILINK offers different rates for all subscribers keeping in view the
package the customer is using. There are different packages and value added services
along with telephone services being offered by MOBILINK. The detail of these services
will be discussed in the later on.
7
MOBILINK AT A GLANCE
• Established in 1998
• One of the most diverse GSM network operators in the Middle East,
Africa and Pakistan
• Private Limited
8
Levels of Hierarchy
Zohair
Khaliq
President &
CEO
Ali Raza
Mustafa Bilal Munir Marwan
Irfan Akram Ehab Rochdi Mehdi Tariq Rashid
Peracha Shaikh Hayek
VP-Sales VP-Finance VP-HR & VP-IT
VP-CS VP-Marketing VP-Technical
Admin
Managers
Specialists
Associates
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CONTACT CENTRE STRUCTURE (LAHORE)
3 Emp# MANAGEMENT
1 439 Fareed Bajwa (Director)
2 1890 M. Sammad Bin Arshad
3 1605 Faisal Siddiqui
LEGEND:
4 Floor Managers
7 Floor Supervisors
39 Team Leaders
39 Team Coordinators
23 Male Teams
16 Female Teams
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12 Male Members in Female Teams
3 On Notice Period
12 On IRU Rotation
5 On Rotation to other than CC
17 New Hires
RESEARCH OBJECTIVE
METHODOLOGY OF RESEARCH
Interviews
• From Head of Department HR.
• From Officer / Official in the organization.
• From recruited personnel.
MISSION STATEMENT
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GOALS AND OBJECTIVES
MANAGEMENT FUCTIONS
Planning
Organizing
Leading
Controlling
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PART II
KEY ACTIVITIES
IN HRM
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INTRODUCTION TO HRM
HRM is a process for staffing the organization and sustaining high employee
performance.
HRM can be defined as all the practices, systems and procedures implemented to
attract, acquire, develop and manage human resources to achieve the goals of an
organization.
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Components of a HRM System
Human Career Compensati
Resource Developm on &
Planning ent Benefits
Performance
Recruitment/ HRM Management
Decruitment
Selection Training/
Orientation
Development
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MOBILINK GSM IN CONTEXT WITH HRM
Mobilink has a very well defined and structured department and its
various policies of keeping each employee productive part of the
organization are intoned with the corporate worlds requirement.
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HUMAN
RESOURCE
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PLANNING
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Human resource planning is designed to ensure the future personnel needs will be
constantly and appropriately met.
The process by which managers ensure that they have the right number and kinds
of people in the right places, and at the right times, who are capable of effectively
and efficiently performing assigned tasks.
Internal factors : Current and expected skill needs, vacancies and departmental
expansions and reductions.
Current Assessment:
• Job analysis
Defines jobs and the behaviors to perform them .
• Job description
A written statement of what a job holder does, how its done and why it is done.
• Job specification
A statement of the minimum qualifications that a person must possess to perform a
given job successfully.
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PLANNING PROCEDURES OF MOBILINK GSM
At Mobilink, our belief is that "Our people are our greatest asset”. We take
great pride in acknowledging the contribution each one of us makes.
• Staff Mobilink with world class Professionals and ensure that the right systems
are in place to encourage them to develop to their full potential.
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RECRUITMENT
21
RECRUITMENT AND DERECRUTMENT
Recruitment
Decruitment
Techniques for reducing the labor supply within an organization. E.g. firing,
layoffs, transfers, retirements.
Job description :
Position description:
Hiring specification:
It defines the education, experience and skills an individual must have in order to
perform effectively in the position he/she is applying
Labor market:
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The more specialized the position the more recruitment efforts.
Process of Recruitment
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Internal Recruitment:
Selected candidates are required to join the new job/position after getting
clearance from supervisor and will be on probation for a period of three months.
Initially applicants may submit a hand written/typed application along with a legal
bio-data and 2 passport sized photograph to HR department
They are required to fill the standard application from the Company Application.
24
ON THE LAUNCH OF NEW MOBILE CONNECTION AND IT’S MARKETING
WITH OUT SATANDING FEATURES
Candidate who get pass through the above test then interviewed by
• Floor managers
• Head of the department
• Contact center manager
• Contact center director
• Vice president.
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SELECTION
26
The process of assessing candidates and appointing a post holder to ensure that
the most appropriate candidates are hired.
Validity Reliability
Selection Criteria
This step indicates the employee desire position and this application provides information
useful for interviews
2. Interviews:
It is most common method in which selection committee evaluates a candidate’s abilities
by following methods:
Types Of Interviews:
1.Testing:
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To measure the job and learning skills of the candidate.
2. Initial Screening:
A type of interview in which questions are asked about experience of the candidate and
his salary expectations
These interviews are conducted by the manager to whom the applicant will report.
The objective of this step is to find out more about applicant as an individual.
4. Background Checks:
5.Physical Examination:
6.Job Offer:
Welcome
Position / title
Authority, duties and responsibilities
Starting date, normal work hours
Starting salary
Benefit package
Other - probationary period, travel, etc.
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Candidates are supposed to complete the Pre-Employment forms and then the
HRM department conducts the interviews and tests which are discussed in
previous slides.
There is a restriction by the company that the Divisional/Department Head and
HRM department must agree before the final selection of the candidate.
Hiring Committee
Mobilink’s Hiring Committee constitutes following members for hiring on all the
levels:
• Respective Department Head
• Head Of Human Resources
• President
Appointment Letters
• Mobilink’s appointment letters for successful candidates spells out the terms and
conditions of the employment and benefits applicable to the position.
• At the time of confirmation the concerned department is send the feedback for
confirmation.
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ORIENTATION
30
Introduction of a new employee to his/her job and the organization.
Types of Orientation
Familiarizes employee with goals of work unit, contribution to the unit’s goals,
introduction to co-workers
2. Organization orientation:
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Objective is to inform all new employees with the basic structure and rules of
Mobilink.
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TRAINING
33
Training Programs
Developmental Programs
Training is for the current improvement in the job while developmental program
is for improving the skill which will be used in the future.
Both managers and non-managers receive help from training and developmental
program but mostly non-managers are concerned with training while the
managers are concerned with developmental programs.
Technical skills
34
Interpersonal skills
Types Of Skills
Technical Skills:
The skills of improving basic skills like the ability to read, write and doing math
computations as well as job specific competences”.
Interpersonal skills:
Training Methods
Most training takes place on the job because this approach is simple and
inexpensive.
Some skill training is too complex to learn on the job. in such cases it should take
place outside the work setting.
Provide employees with greater opportunity to grow and succeed with in the
company.
The employees are trained technically and periodically either locally or abroad
according pre-planned programs.
35
Training in Mobilink GSM upgrades capabilities of employees, provides guidance
and individual counseling
The human resource department conducts a meeting with department heads at the
end of the training program.
Then on the basis of their performance they give them advance jobs.
They fill every position vacancy with the best qualified person obtained.
They prefer their own employees and go outside only when fully qualified person
is not obtainable.
Braving new challenges everyday, with the support and guidance of the
industries top professionals, provides a learning ground like no other.
36
This is augmented by local and international training and education
assistance opportunities every year.
Mobilink equip their people with the necessary skills that enable them to
add value in their individual and professional capacity.
Sample attached of the training schedule followed in Mobilink for the present
employee to update their knowledge according to latest products and services
The Bi-Monthly Snap Training Sessions for the topic “Mobilink Genie & call
Connectivity scenarios” have been scheduled for next week.
NOTE:
The Bi-Monthly snap names have been assigned according to shift start times and have
been amended as new shift have been introduced.
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On job training for the current employees to keep them updated about the new
products and services Mobilink Launch
Personality development training for Team Leaders and Managers which help
them in retaining the employees and make the work environment more favorable
for the employees
Monthly trainings arranged for the franchise employees to update them about the
services and complaint handling procedures and SOPs
TRAINING PROCESS
HR POLICIES INCLUDE
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2) AFTER ONE YEAR 1 MONTH ANNUAL LEAVES
FOR EXAMPLE
3) CRICKET MATCHES
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EMPLOYEES
PERFORMANCE
MANAGEMENT
40
Performance management is a process used within organization to establish and
evaluate an individual’s job performance to achieve goals and objectives.
Performance Appraisal
41
360 Degree
Written
Feedback
Essays
Performance Graphic
Multiperson
Appraisal Rating
Comparisons
Methods Scale
BARS
Behavioral Critical
Anchored Incidents
Rating Scales
Written essay
• A technique in which an evaluator writes out employee strengths,weeknesses,past
performance and potential.
• Advantages of this provide quantitative data, less time consuming than other
methods.
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Critical incidents
• A technique in which the evaluator focuses on the critical behaviors that separate
effective from ineffective job performance.
Multiperson comparisons
• Group ranking
• Individual ranking
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PERFOMANCE MANAGEMENT
(CONCLUSION)
44
BONUSES AND INCENTIVES
IN CONTACT CENTER EMPLOYEES ARE GIVEN MONTHLY INCENTIVES
BASED ON THE EVALUATIONS
ON ALL THE ABOVE MENTION BASES EMPLYEE GIVEN GRADE A+, A, B+, B -,
AND U
45
CAREER
DEVELOPMENT
46
Career
Career Development
(Past)
Career Development
(Today)
The individual – not the organization is responsible for his/her own career!
Organizational members have to look out for themselves and become more self
reliant.
47
Career Decisions
Career choice.
Initiate Job search.
How to survive and excel in your career.
Opportunities for personnel development.
Benefits.
Recognition for good performance.
Job location.
Money.
Working as a team.
Develop a network.
Continue upgrading your skills.
Stay mobile.
Support your boss.
Don’t stay too long in your first job.
Stay visible.
Gain control of organization resources.
Learn the power structure.
Present the right image.
Do Good work.
Mobilink GSM supports the development of its employee’s skills and abilities
with an aim to achieve their potential.
All vacancies for Positions of grade level “Assistant Manager” and above are
announced internally or displayed on notice board.
Selected person ensure to meet all requirements and will join the new job after
getting clearance from department head for probation period.
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Submission of application to HR department
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Current Issues of
Human Resource
Management
50
Workforce Diversity:
A workforce that’s more heterogeneous in term of gender, ethnicity, age and other
characteristics that reflect differences.
• Selection
• Recruitment
• Orientation & Training
Work-Life Balance:
Balance between family life and work life. Employees can not leave their
families.
• Environmental Pressures:
Competence
Commitment
Congruence
Cost effectiveness
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Current Issues Of HRM in Mobilink
Mobilink has a formal environment which can be changed to more relax and
friendly environment.
Conclusion
Importance of HRM
HRM process
Job descriptions
Recruitment
Selection
Training
Career development
Current issues
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PART 3
SWOTS ANALYSIS
STRENGTHS
• BUSINESS ON GO
• EXCLUSIVE CALL CENTRES
• RELAIBLE AND SECURE
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• SKILLED WORKERS
• WELL QUALIFIED WORKERS
• WILLING WORKERS
• HONEST WORK FORCE
• COMPETIBLE WORKERS
• LOYAL WORK FORCE
• DIVERSIFIED WORK FORCE
WEAKNESS
• EXPENSIVE
OPPURTUNITIES
THREATS
• COMPETITION
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• UNWILLING WORKERS
• WORK FORCE VOILATION
• TENDENCY TO VOILATE RULES AND REGULATIONS
• EXPLOITATION BY EMPLOYEES
• INFORMATION LEAKAGE
• LACK OF SKILLED PERSONS
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PART 4
CONCLUSION
• Importance of HRM
56
Being a multinational service providing company Mobilink can not ignore the
importance of the role of HRM department.
• HRM process
• Job descriptions
Jobs have been fully described in the organization.
• Recruitment
Most of the time recruitment process is flawless and depends upon merit.
• Selection
• Training
Proper training sessions are held but only need is to consider the technical
training as well along with interpersonal skills.
Proper point calculator has been settled for the performance appraisal through
which a sense of friendly competition has been maintained.
• Career development
Employees have been given due authority to develop their career within the
organization.
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RECOMMENDATIONS
• Mobilink should improve its customer care services being the largest
service provider around the nation.
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