Management Term Project 2015

Semester Project Ufone

Group No: 6

Group Members:

Idrees Javed L1F11MBAM2316

Muhammad Fouqan Arshad L1F11MBAM2111
Ahmad Ali Akash L1F11MBAM2105
Sidra Khalid L1F11MBAM2305

Submitted to: Prof. Sibtah Dar

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 Management Term Project 2015

Table of Contents

Executive Summary....................................................................................................4

Introduction of The Organization.......5

Hr Functions...16

Personnel Planning...17

Job Analysis of The Position...18

Job Description.......19

Job Specification...21

Recruitment...23

Selection Process...26

Orientation of New Hiring.29

Training and Development Methods.....31

Performance Appraisals Methods 32

Recommendations.....33

Conclusion.....................................................................................34

Reference35

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Acknowledgment
All praise to Allah. First and foremost I thank to ALLAH, the Generous, for having finally made
this effort a reality. I praise Him because if it were not for His Graciousness, it would never
materialize.

We thankful to Ufone PTML and its employees who provide the information to complete this
repot, especially thanks to Manager.

We also wish to express our appreciation to our teacher PROF. SIBTAH DAR who helps us and
introduce us to new dimensions of knowledge.

Last but not the least our team efforts, support, cooperation and encouragement showed by each
member in the group with each other.

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 Management Term Project 2015

Executive Summary
This project has been undertaken in order to highlight the HR practice of Ufone. Its all about

YOU its all about Ufone, a company very highly spoken of these days. A company paying

more attention to its customers delights rather than the customers satisfaction. Ufone is a

company starting from scratch and has shown utmost performance in the last four years. Ufone

own its success to its employees believing that providing employees with job satisfaction

motivates them to work hard and provide better results.

Proper planning is Ufone strongest point, all they have launched so far are backed by wise

strategies with proper market research and massive advertisement campaigns. Decisions are

taken at the top level with some participation from the lower level showing that they do

comprehend the worth of group decision-making. However goal setting is a procedure dedicated

to only the top management. Working on a newer technology is a specialty of Ufone.

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 Management Term Project 2015

Introduction of the Organization

In 1990, Pakistan introduced its first mobile phone service called Paktel. After eleven years in
January 2001, a new cellular company with GSM technology came into the market and they
named it Ufone. The government of Pakistan granted them the license of Pak Telecom mobile
limited to operate GSM 9000 all around Pakistan. Ufone succeeded to establish itself in the
market by providing quality service at low rates. After its opening, initially they started their
service in major cities like Rawalpindi, Islamabad, Karachi and Lahore and on major highways.
Later the service expanded to other major cities like Peshawar, Quetta and different towns.

Ufone invested around $ 65 million to setup its modern technical infrastructure to provide high
quality crystal clear voice and fast data transmission. Ufone targeted the middle class, by
introducing low rates and different packages with Urdu names like Jazba etc to attracted lower
and middle class people. Ufone has expanded its customer support in a very organized manner
with a planned network of dealers, outlets for people convenient. Ufone is committed to care for
its customers even after they have acquired a new connection. Ufone not only focused on the
technical capabilities, but to provide subscribers a convenient to get connections and services.
Ufone recently started GPRS through which users can connect themselves to the global village
via Internet, also introduced multimedia messaging services and worldwide SMS at flat rates.
Not only SMS but also provides Ufone Info service through which user can get latest
information about news, sports, religion, horoscope, stock exchange etc even live sports updates.

The tariff packages have been designed keeping in mind the requirements of every segment of
the society may that be a housewife, a taxi driver, a trader or a student. Ufone started its
operation from Islamabad on 29th January 2001. Cellular industry performance in Pakistan
before the launch of Ufone was quite dismal, with one of the lowest population penetration rates
in the whole region. Ufones strategy from the day one was to change this scenario and ensure
that mobile phones are turned into an everyday business and personal communication tools for
all. This approach brought about a revolution in the market; increasing its size five fold in a mere
two years. It has achieved a substantial market share in a market ten years older than itself.

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 Management Term Project 2015

Company Background

History of Ufone

Ufone PTCL is a wholly owned subsidiary of PTCL established to operate cellular telephony.
The company commenced its operations under the brand name of Ufone from Islamabad on
January 29 2001. Ufone expanded its coverage and has added new cities and highways to its
coverage network. After the privatization of PTCL, Ufone is now owned by Etisalat.

During the year, as a consequence of PTCLs privatization, 26% of its shares were acquired by
Emirates Telecommunication Corporation (Etisalat). Being part of PTCL, the management of
Ufone has also been handed over to Etisalat. During the years, Ufone continued on the path to
success. The Company further expanded its coverage and has added new cities and highways.
Ufone has network coverage in more than 5885 locations and across all major highways of the
country.

During the year Ufone adopted the policy of simplified tariffs with no hidden charges, which
resulted in positive impacts on the usage trends of subscribers as well as total subscriber base,
which has increased to 19.4 million. Ufone currently caters for International Roaming to more
than 230 live operators in more than 130 countries and introduced International roaming facility
for Prepaid subscribers in Saudi Arabia, United Kingdom, United Arab Emirates, Singapore,
Portugal, Thailand, Cyprus, Bangladesh, Uzbekistan, Tunisia, Sri Lanka, Belgium and Kuwait
with lowest rates, featuring no security deposit and activation charges. GPRS Roaming facility is
available with more than 115 Live Operators across 85 countries. The Company has also been
awarded a new License for providing cellular services in Azad Jammu & Kashmir and Northern
Areas.

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Business Vision

To be the leading telecommunication service provider in

Pakistan by offering innovate communication solution for
our customers while exceeding shareholder value &
employee expectation

Mission Statement

Our mission is to provide best services with best coverage

that would eventually generate profit for the company and
its stakeholders

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Company slogan:

Ufone, it's all about U! We are where you want to be

At Ufone we aim to provide you with wider coverage, superior connectivity, clear signals &
voice quality. Wherever you are, Ufone keeps you connected.

Core values:

Professional integrity
Customer satisfaction
Teamwork
Company loyalty

As a common practice big organizations divide their long termmission into short term goals and
objectives. To attain these goals and objectives they develop strategies accompanied by policies,
procedures, programs, rules and regulations. The goals and objectives have to be achieved
collectively or they can be related to a specific department. So the top management can assign
the goals and objectives to a single concern section or to the entire organization. As a matter
of fact, these goals and objectives are secretive and are not disclose generally. However broadly
speaking, the goals and objectives of Ufone are asunder.

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Product Offering
Ufone offer two type of products, one is Pre Paid connection (pay as u go) and another is Post
Paid connection (Contract). They both have different services which are as follows.

Prepaid Products (Pay As U Go)

SMS (Text Messages)

GPRS

MMS

International Roaming

Call Waiting

Voice Mail

3G

Phonebook Saver

Postpaid Products (Contract)

Tariff
International Calling Tariff
Boundless Roaming
Payment Choices
Customer Care
Blackberry
Umail
Virtual Private Network (VPN)

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Mobile Entertainment Service

Games

Ringing Tones

Pictures Messages

Animation

Wallpapers

Themes

Songs Dedications

Mobile Logos

Mobile Products Services

U- Talk

My-phone

Phonebook

Corporate Services
Value added services

VAN - Personal Network

Ufone/ABN AMRO Credit Card

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Organization Structure of Ufone

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

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

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

F BU North (Peshawar to Jehlum) Islamabad (Head Office)

F BU Central-1 (Gujranwala till Sialkot)
F BU Central-2 (Multan till Rahim Yar Khan)
F BUM South (Sindh and Balochistan)

In order to give a jump-start to the company, a comprehensive initiation plan has been made

along with aggressive customer acquisition, care and retention strategies. Ufone has the best

gration of eight departments each project director.

UFONE has following functional departments:

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Technical

Customer operations

Finance

Sales

Administration & Procurement

Human Resource

Co-ordination (Govt. relations)

Marketing

Research and development

Ufones Head Offices is in Islamabad

In Ufone the hierarchy is very lean, in general the whole setup is centralized, all the matters are

to be reported to the main company and all the policies and targets are approved at the higher

level, but at the department level the structure is decentralized. For instance a decision regarding

expansion or finalizing of vender would lie at the top level and a decision regarding day to day

operations lies at departmental levels. Hence, feedback is taken from the employees which gives

them a sense of belongingness in the organization.

Provision of quality service to the customers is of utmost importance for the progress of any

service-based company. At Ufone the management is mindful of the same and has been

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constantly endeavoring to enhance the existing facilities. Therefore operations at Ufone are all

planned and carried out in such a way so as to maximize operational efficiency, customer

satisfaction and employees motivation.

Although it is the subsidiary of the Pakistan Telecom Company Limited (PTCL), Ufone carries

out its operations autonomously under the license of Pakistan Telecom Mobiles Limited

(PTML). The company head office is established in Islamabad (F-7 Markaz), which serves as the

center for all its strategic activities

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Competitor analysis
There are four major mobile communication competitor of upon PTML and they are given as
following.

Moblink
Telenor
Warid telecom

Moblink:

The major brand in Pakistan is Orascoms Mobilink, which as of April 2008 had a market share
of 37 percent. Mobilink initiated operations in 1994, and for the longest time reaped the reward
of being a first-mover in the country using GSM technology. Mobilink has remained innovative,
and continues to be a pioneer in branding with its packages: the Jazz Prepaid and
the Indigo Postpaid connection.

Mobilinks greatest competition came in the form of Ufone, a cellular service brand introduced
by the then state owned PTCL in 2001. The brand immediately began by focusing on the
customers, launching a campaign that culminated in consumers designing the brands initial
logo. Ufone further refined its strategy by 2005 when, under the new ownership of Etisalat, it
was re-launched with a new logo and a colorful campaign that targeted teenagers and the youth
with its pre-pay package. This was also a reflection of the increasing competition from the likes
of the Norwegian-based Telenor, and the UAE-based Warid Telecom.

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Telenor

Telenor began operations in Pakistan in 2005, and started with a pre-launch nationwide teaser
campaign that revolved around "something exciting" making its way to Pakistan. Upon launch,
Telenor targeted consumers dissatisfaction with existing cellular service brands, and claimed
that Telenor was the "Smart Call" for consumers. In only three years, Telenor had claimed 20
percent of the market share, almost on par with Ufones 21 percent. Telenor has been one of the
biggest winners over the last few years, agrees Rabia. It has not only eaten away at Mobilinks
subscriber base, but has also been somewhat successful in establishing itself as a definitive
cellular solution brand, she adds.

Warid telecom

Warid telecom take pride in being backed by the abu dhabi group. One of the largest group in the
Middle East and the single largest foreign investor group in Pakistan. WARID Pakistan lunched
its services in May 2005.

Warid Telecom, with a current market share of 17 percent, launched in the same year with a
beautifully shot "slice-of-life" TV ad. Warid positioned itself around simplicity and subtlety, and
attracted subscribers more through word of mouth about its service quality than with advertising.
Unfortunately, Warid wasnt able to capitalize on its great start, and hasnt been able to position
itself as a premium brand in the industry; rather, its attempt to characterize itself as a service
provider that offers the best rates has led Warid to be associated with cheap affordability.

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Quality Assurance Department

The quality assurance department of an organization ensures that its product meets customer
specifications for function and quality. The manager of the quality assurance department directs
the work of supervisors, technicians and inspectors in the department. The quality assurance
manager is also responsible for implementing inspection procedures and tests to determine the
quality of the company's product.

Human Resource Functions at Ufone

Human Resource department is being headed by the HR executive designated as Chief of Human
resource department. The department is working for the personnel in the organization.

Personnel Planning

Job Analysis

Recruitment

Selection

Orientation of new Hiring

Training and Development

Performance Appraisals

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Personnel Planning:

Recruiting and selection starts with the personnel planning and forecasting. It is basically the

process of deciding what positions to fill and how to fill them. Personnel plan requires some

estimation in case of three things; personnel needs, the supply of inside candidates and the

supply of outside candidates each head contains various different techniques.

Recruitment refers to the process of attracting, screening, and selecting qualified people for a job

at an organization or a firm. For some components of the recruitment process, mid- and large-

size organizations often retain professional recruiters or outsource some of the process to

recruitment agencies. The recruitment industry has five main types of agencies: employment

agencies, recruitment websites and job search engines, "headhunters" for executive and

professional recruitment, niche agencies which specialize in a particular area of staffing and in-

house recruitment. The stages in recruitment include sourcing candidates by advertising or other

methods, and screening and selecting potential candidates using tests or interviews. Basically

there are some steps for the recruitment process: First of all identify, whether there is a vacant

job or not. Then attract qualified people for that job, after that collect their CVs. Then short list

people from that recruitment pool & call these short listed people for the interviews.

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Job Analysis for this position

Job analysis is systematic exploration of activities within a job. It is a technical procedure used to
define the duties, responsibilities, and accountabilities of job. It is proved that job analysis is
almost first activity of HR department to be done. Because on this, pay packages, compensations,
job descriptions, job specifications, job evaluation etc are made. So at Ufone experts do job
analysis. They construct Job Analysis form.

Why Ufone conducts job analysis

The Ufone conducts the job analysis to get the right person for the right job at the right time. If
the Ufone does not conduct the job analysis then there will be a huge chance of selecting the
wrong person or to reject the right person who is suitable for the job.
Knowing Who Does What
Major duties or activities required
Conditions under which the job is performed

Job analysis procedure of the Ufone

There are mostly following procedure of the Ufone about analysis of a job.

Direct Observations
Interviews
Questioners

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Job Description

JOB TITLE: Quality Assurance Manager

DIVISION:
DEPARTMENT:
REPORTS TO:
LOCATION: Lahore
DATE:
POSITION TYPE:

SUMMARY

The person holding a position of quality assurance manager is basically responsible for
determining, negotiating and agreeing in-house quality procedures, standards and/or
specifications, setting customer service standards, ensuring that the manufacturing processes that
are being used in an organization comply with standards at both national and international level
or not, determine the training needs. Moreover, recording, analysing and distributing statistical
information and directing objectives to maximise profitability.

SCOPE AND IMPACT OF JOB

Quality assurance managers work with other staff within organisations to determine and establish
procedures, quality standards and to monitor these challenges against agreed targets.

Education

A degree or HND in any subject is acceptable. However, employers may prefer qualifications in
subjects such as business studies/management, materials science/technology, food
science/technology, textile technology, polymer science/technology, process engineering,
physics, mathematics or production engineering. For some positions a postgraduate qualification
or a technical background may be beneficial.

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Experience

Relevant work experience is highly desirable or we can say it as preferable. It may be gained via final
year project work, sponsorship, vacation work.

Skills

That person should be confident enough to deal with others,

Must have excellent technical skills,
Planning skills,
Interpersonal skills; yet another very important skill,
Problem solving skills,
Communication skills,
Team working skills,
IT skills,

It is also essential to have good numerical skills and an understanding of statistics.

RESPONSIBILITIES

Determining, negotiating and agreeing in-house quality procedures, standards and/or

specifications,
Assessing customer requirements and ensuring that these are met or not and setting customer
service standards,
Specifying quality requirements of raw materials with suppliers,
Investigating and setting standards for quality/health and safety,
Working with operating staff to establish procedures, standards, systems and procedures,
Writing management/technical reports and customers charters,
Determining training needs and acting as a catalyst for change and improvement in
performance/quality,
Directing objectives to maximise profitability,
Recording, analysing and distributing statistical information,
Monitoring performance and supervising technical or laboratory staff.

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JOB SPECIFICATION

Education:

A quality assurance manager should have a masters degree in telecom engineering. A

management position requires a strong background in business management. Those seeking a
career in quality management should focus on math, statistics and science.

Experience:

Quality assurance managers must have 05- 08 years of extensive experience in quality assurance
and the use of testing procedures, inspection and sampling techniques. Some manufacturing
companies require quality managers to have several years of experience in a related field. Working
in the organization for the quality assurance department gives manager candidates an opportunity
to become familiar with the product.

Competency based job analysis:

Technical Competencies

Understanding challenges specific to the telecom industry

Knowledge of Business Process Re- engineering
Knowledge of the new advancements and technological changes in the telecom sector

General competencies

Detail oriented Mindset

Effective communication & interpersonal skills
Results oriented mindset
Strong ethics

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Leadership competencies

The leader of the quality assurance department must direct the action of the quality team. A
quality assurance manager must be a strong leader with the ability to evaluate the work of others
and offer constructive criticism when necessary. Quality managers must be able to give job
performance appraisals to supervisors, inspectors and technicians working in the department.

Required knowledge, skills and characteristics Quality Assurance Manager

Bellow mentioned all the points cover the most important qualifications of an individual which is
needed and is going to be selected as a Quality Assurance Manager:

Highly developed; demonstrated teamwork skills,

Communications skills,
Able to direct the efforts of a team,
Should have strong interpersonal skills,
Should know how to deal with the customers,
Have the numerical skills and an understanding of statistics,
Able to record, analyse and distribute the statistical information,

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Recruitment at Ufone
Recruitment
It involves finding or attracting applicants for the employers open positions. Its very important
for any organization to find qualified applicants for job. Its not just about to place few ads.
Thats why for Ufone its very important to find good and qualified candidate for all positions in
the organization and especially for the position of SM Quality assurance (director level posts)

Recruitment at Ufone
Ufone is using both internal and external sources of recruitment for the post of Quality
assurance manager. The HR department of Ufone provides many monitory and non monitory
incentives to the existing employees to motivate them in such a way that they can work hard
towards the achievement of organizational goals. As the turnover in the company is quite often
due to workload on the employees, therefore the employees prefer to leave the organization
whenever they get the right opportunity. To overcome these issues the HR department hires the
new employees to fulfill the vacant place.

Internal Recruitment

For the top and middle management they do prefer to promote someone within the organization
by analyzing their performance from their central data base. As internal Recruitment make a
healthy competition among the employees and motivate them in such a way that to perform their
assigned duties to achieve the organization goal.

Promotion

Rehiring

Job posting

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External Recruitment

To employ the enthusiastic and potential candidates from the labor market the HR department

using various techniques and tools to hire the applicants for the proposed job. They also discuss

and take the ideas of the supervisors and managers of the relevant department when they are

going to make the job description along with job specification. They are using the following

methods of recruitment outside sources recruitment is via internet and referrals.

Modes of Recruitment at Ufone

Referrals:
Ufone gains added advantage by advertising the job internally i.e. the current employees of
Ufone can pass on the information to their relatives and friends. This is the valuable source of
advertisement.

Online Application Form:

There is an online application form on the website of Ufone, on which any person who thinks is
qualified can fill that form & upload his C.V. This is an easy way to collect but because
thousands of CVs are collected on the website, so then it is difficult for them to select the most
suitable CV`s. For this purpose they use a HRIS, in which the standards have been written, CVs
which meet the standards automatically have been selected. Its also a cheaper way of
recruitment because it does not require too many resources.
Ufone also provides information about any vacancy on the job search websites; like rozee.pk.

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ESS (Executive Surgeon Selection) for Ufone

This is also one of the modes of recruitment. It is only used for senior posts in the organization.

For e.g. post of senior manage. Ufone Company adopts this mode of training for hiring Quality

Assurance Manager also. Because, quality assurance manager is also the senior post of any

organization.

Advertisement
The HR department hires the services of interflow, an advertisement agency, to propagate their

service and company for them. They also take the benefit of the web designer etc.

Private employment agency

As the private employment agencies collect the information about employed and unemployed

people skills and knowledge .these agencies tries to find right applicant for the proposed job.

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Selection Process at Ufone

After reviewing the applicants of quality assurance managers for Ufone, The selection of best
and potential candidate for job is involved. This is done by using screening tools like tests,
interviews, background and reference checks hiring the potential candidate is very important for
organization like Ufone for three main reasons performance, costs, and legal obligations.
Employees with right skills will do a better job for Ufone and the employee without skills will
affect their own performance and coworkers and overall Ufone organization. The recruitment
also involves a cost to conduct this process and training fee and time consuming as well so select
right candidate because right people can overcome the cost and time of organization to recruit
and hire candidates.

Tests
Cognitive test:
While conducting tests from candidates Ufone uses cognitive tests for testing the candidates and
selecting for job. Cognitive tests include tests of general reasoning ability (intelligence) and tests
of specific mental abilities like memory and inductive reasoning. Ufone uses this assessment
tests to judge the managerial and job related capabilities of the candidates.

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Interview
Panel interview:
The type of interview Ufone uses for the post of SM Quality Assurance is Panel interview. In
this interview a Panel consisting of VPQA EVPQA and Respective GM interviews the candidate
to assess his professional and management capabilities. These are unstructured interviews in
which interviewers question the one interviewee one at time and after completion the members
who together interview each candidate and then combine their ratings into a final panel score.
The panel format enables interviewers to ask follow up question. This elicits more meaningful
responses than are normally produced by a series of one-on-one interviews. Panel interviewers in
interviews use scoring sheets with descriptive scoring examples for sample answers are more
reliable than those that dont. Ufone also train the panel interviewers which boost the interviews
reliability.

Some commonly asked questions are as follows

How should you learn about problems discovered in the field, and what should you learn from those
problems?
Have you ever completely tested any part of a product? How?
How do you prioritize testing tasks within a project?
What was a problem you had in your previous assignment(testing if possible)? How did you resolve
it?
What are two of your strengths that you will bring to our QA/testing team?
How would you define (QA) Quality Assurance?
What are two of your weaknesses?
What is ISO 9000? Have you ever been in an ISO shop?
When are you done testing?
What is the difference between a test strategy and a test plan?
What ISO 9003? Why is it important?
What are ISO standards and why are they important?
Do you support automated testing? Why?

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BACKGROUND INVESTIGATION
Ufone take this step to check accuracy of application form through former employers and
references.

Securing the best candidates involves being able to verify education, experience and whether or
not they have a criminal history. Our high performance culture drives our best-in-class customer
experience, and our policy is to use the most thorough, comprehensive data, comply with all
applicable regulatory requirements, follow strict quality control processes, use best-in-class
search methods and meet all deadlines. HR Plus filters the results of our background screening
checks to provide a higher percentage of accuracy.

Ufone Employment verifications can return some of the most useful information on applicants
and vendors including: past employers, locations of past employment, dates employed, salary
levels, reasons for leaving, position titles, gaps in employment history and pertinent contact
information.

In short Ufone investigates followings are the points, especially for managerial posts:

Employment References

Education Verification - School grades, degree and any professional qualifications obtained

Character Reference Check

Gaps in employment history

Identity and Address Verification

Whether an applicant holds a directorship

Credit History (Civil and Bankruptcy)

Criminal History Report

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Introduction and Orientation of New Hiring

Orientation
Employee orientation often called on boarding today, it involves more than what most people
realize. Employee orientation still provides new employee with the most people realize. It
involves in welcoming new employee and also provides basic information about functions to
perform. It also helps the employee to understand culture, strategies, vision of future and rules
and regulations of Ufone, introduce the employee with the staff members.

Orientation in Ufone is done by Supervisory authorities. HR manager introduce the selected

quality assurance manager with his supervisor who continues the orientation process by
explaining basic matters like working hours, benefits, and vacations; explaining the about Ufone
rules and regulations, vision, mission and long run and short run objectives, he also introduce
him or her about the department and the person to his or her new colleagues, familiarizing the
new employee with the workplace, help to reduce first day jitters .General Manager helps new
quality assurance manager to engage in activities.

Employee Handbook
Employee handbook involves hr policies, leaves, and information on quality assurance
managers benefits, compensation, personnel policies, the daily routine, company organization
and operations, safety measures.

In Ufone, employees do not have any employee handbook, where as the policies regarding leaves
are as follows while the other information cannot be obtained due to confidentiality.

Total leaves allowed 40 per year

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COMPENSATION AND BENEFITS

Medical Allowance
1 gross salary per year is given to each employee; half is given in mid of the year and remaining
half will be given at the end of the year.

Health Insurance

Like all other cellular companies Ufone also provides healthinsurance policy to its employees.

Transport allowance

Rs 2500 are given to female employees only, if they travel on local transport.

House Rent

10% of the basic salary is given to each senior/ executive level employee.

Children Education allowance

1 gross salary per year

Provident Fund

All permanent confirmed employees are eligible for membership of Ufone Employee Provident
Fund Scheme. An employee contributes 8.33% of month basic salary in a year and an equivalent
amount is being contributed by the employer.

Leaves

7 Casual and 10 sick leaves are given to each employee at all level.

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Training & Development

The most popular training methods used by organization can be classified as either on the job or
off the job training few better techniques from each category are briefly explained. Training and
development involves improving the knowledge, skills and abilities of the individuals.
Especially, for those hish posts in the companies like Quality assurance manager

Ufone Company especially adopt these three training methods which are as given below

On the job
Off the job

Different methods of training

They also used another different methods of training for different individuals or for hiring high
posts employees.

Presentation Techniques:
Class room instructions
Distance learning
Audiovisual Techniques
Behaviour Modeling
Interactive Video

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Performance Appraisals:
This involves evaluating the performance of quality assurance manager with the standard set by
the executive management of Ufone. In Ufone the employee fills the performance appraisal sheet
by himself which he does online on the MIS software SAP which uses the graphic rating scale
method. At first the employee assesses his performance by himself; this appraisal is then
reviewed by the immediate supervisor in the presence of the employee whose appraisal is being
done. And the same happens in the case of SM Quality assurance. He fist fill the appraisal sheet
by himself online which is then reviewed by the GM Quality assurance. Performance appraisal is
important for Ufone in order to assess the performance of QA Manager as well as helps in
promotion of the managers.

It also serve a useful tool for career planning, provide an opportunity to review the employees
career plans in light of his or her exhibited strengths and weakness. Ufone uses to MBO is a
method of performance appraisal in which managers or employers set a list of objectives and
make assessments on their performance on a regular basis, and finally make rewards based on
the results achieved. This method mostly cares about the results achieved (goals) but not to the
way how employees can fulfill them.

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Recommendations
o Hiring of employees as per requirement

o Termination of surplus employees

o Enterprise resource planning (ERP)

o Manage employees turnover

o Maintain the customer satisfaction level

o Improve pay structure

o Overtime compensation

o They should hire trained staff in service centers.

o They should create strong Organizational Structure.

o They should bring innovations.

o Establish an environment where great service is recognized and rewarded and poor services is

challenged and rectified.

o It is necessary that the management must continuously develop technical and managerial skills

at all levels and stay abreast of latest technological development in the industry.

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 Management Term Project 2015

Conclusion
We have completed our project of management for about two weeks. During this period we have
gained a lot of knowledge and practical experience.

By keenly analyzing the telecom company Ufone, we group member agree that Ufone is not a
safe player in the market. It is penetrating its market by taking risks and aggressively promoting
& advertising itself. It holds second largest market share and is seeking to become the market
leader anyway possible. We believe that mobile services are the toughest market to enter and
survive, and in this tough market Ufone isnt only surviving but growing at an exceptional rate.

We can conclude that since the HR department of Ufone has been re-organized in 2005, there is
still a long way to go for achieving the competitive advantage. Although the strategies they are
adopting are good and the Quality Assurance Department is doing hard work to increase the
performance. But they still need further improvement for the satisfaction of their employees and
best utilization of human resources so in return they would be able to increase their market share

Ufone is using humorous theme in its ads which has become its benchmark. People enjoy
watching, discussing and following Ufone ads the most. And it is the biggest achievement of
Ufone in recent times.

We wish a very best of luck to Ufone.

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 Management Term Project 2015

References

http://www.ufone.com/csr_EIdetail.aspx?id=3

http://www.telecom.net/

http://www.pta.gov.pk/

http://www.pakboi.gov.pk/

http://www.scribd.com

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