NAME: north west general hospital peshawr Location : peshawar Subject: human resourse management Information system of flowing

orders and etc

Mission

Our mission is to raise the long-term health status of our community by providing personalized and quality care with compassion, dignity and respect. We aim to do this by offering world class treatment by experienced staff and faculty..

ACKNOWLEDGEMENTS
Acknowledgement will always be to Allah, the creator and most merciful and gracious, and without gracious of Almighty Allah the completion of this task has never been more than a dream. During the completion of Report there was not a single person but a number of persons whose cooperation, help and guidance enable me to make my way through the turbulent, waves of confusion. I am also thank full to my respectable supervisor Mr. Shahid Akbar Khan, lecturer at the, Abdul Wali Khan University Mardan, for guiding and providing me an opportunity to apply my knowledge, consolidate my concepts, exercise my skills and reinforce my confidence by helping me to accomplish the report. My heart full thanks are extended to all the honorable Mr. Wisal Ahmad Lecturers of Abdul Wali Khan University Mardan who helped me and completely guided me through out my studies. In the end, I am thankful to my parents for their prays and financial support all our well-wishers and friends for their encouragement in writing this report.

Niaz Muhammad

PREFACE

The purpose of report is basically to judge the basic knowledge of the student regarding his field of specialization. It helps the examiner in knowing about the degrees to which the student has acquainted himself with the knowledge, which he has acquired in the classroom, in its application in the practical shape or in the real world. This report introduction, history of North West General Hospital, organizational review, human resource management existing situation in North West General Hospital, findings, recommendations and implementation plan. Northwest General Hospital is a community of caring health professionals, valued and recognized for promoting wellness through early detection and prevention, minimally invasive interventions, innovative clinical practices and intense patient care.

It is very clear that Northwest General Hospital is one of the largest hospital by providing keen care to thier customers. This hospital having a lote of revenue generation from afghanistan people. A large number of arabian and other countries customers are visiting there.

EXECUTIVE SUMMARY
The scope of this particular study is confined to Northwest General Hospital Management/ organizational structure. More specially the Human resource management department of Northwest General Hospital is the major emphasis of this study. This gives an overall review of the Northwest General Hospital. It is composed of three chapters, Northwest General Hospital History, organizational structure, administration and different Human resource policies of Northwest General Hospital. A Frequency Allocation Human resourse department was created for the

management of the radio of the hospital in 31, 2005. The main aim was to provide a good and better hospital services for the entir city. Every organization has its peculiar administrative structure, which suits the functions, objective, strategies, rules and procedures of that organization. The NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has an administrative Department which involves the organization and management of man and material in order to accomplish its goals. In NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER the level of Managers starts from the designation of CEO. The Number of Management cadre employees in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is grossly under reported. According to NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER's document ' Breakdown of staff the total sanctioned positions for Management level staff is 2000. NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER should encourage and harness the emergence of a new HR culture putting in use specific HR and general management concepts in the company. NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has to transform its HR division to focus on modern

management practices, with responsibility for creation and diffusion of the new HR culture. I examined NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER current HR management tools, that is to say HR Department itself, and Service Regulations, Remuneration (or Compensation), Recruitment, Discipline, Performance Appraisal, Job Description and Evaluation, Promotion, Career, Posting, Mobility, Forecasting System (Manpower Planning), Training, and HR database or MIS. It appears that these HR concepts are practically not ignored in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. Job descriptions exist in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER for Organization management, but they do not defined competencies and responsibilities very well. In conclusion NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has play a vital role in Pakistan economy by providing basic health facilities. NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is 100% owned by the local investors. As the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is a corporat business and thiere shares exceed 20milllions. Pakistan Hospital sector faced many challenges to setup a valuable operational entity, caring units and support systems leading to the establishment of an adequate national infrastructure on which the knowledge and information superstructure can be built.

CHAPTER - 1
7

INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The Hospital sector around the world is going through a process of rapid change in research and modern technology and convergence with focus on advance and valuable care services which purely provide a health care facility to the world. In line with global trends and for meeting the emerging demand, major initiatives have been taken by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTERto upgrade its machines, introduce a range of new advance machines and services, develop a portfolio of information technology, advance machines, research related services and should

revise its organizational structure to make it more conducive to deal with the change and commercialization process to enhance the revenue potential of the company. The Socioeconomic growth of a developing country depends mainly on the Hospital sector and its involvement in information technology; Tele-marketing and E-Commerce makes it an integral organ of the overall development of the country.

1.2

PURPOSE OF THE STUDY

The purpose of the study is to analyze the existing Human Resource Management

of Pakistan Hospital (NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER). In order to compete in the new environment, especially when the deregulation of the industry and entry of Private hospital Companies is at the doorstep, it is essential for NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER to upgrade its systems, resources and infrastructure to overcome the future challenges. The main objective is to review the existing workforce including allocation in order to make recommendations for optimizing resource allocation taking into account the current organization. Based on the analysis, short & long terms recommendations are made for the improvement of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER interns of Human resources management. A new Organ gram has been proposed. In addition, an action plan/schedule has been devised with time frame and

steps as to how these can be implemented. To face the main recent from Rahman medical institute, as they lovered theire price against them.

1.3

SCOPE OF THE STUDY

The scope of this particular study is confined to NORTH WEST GENERAL

HOSPITAL AND RESEARCH CENTERManagement/ organizational structure. More especially the Human resource management department of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is the major emphasis of this study. The objective is to identify the most appropriate organizational culture for NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER in competitive environment. 1.3.1 Limitation of the Study NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER, being the largest organization in Hospital sector in Pakistan, is very difficult to analyze and cover all its departments in a limited time of two months. Nevertheless, the requirement to specialize in one particular aspect of the organization (Human Resource Management) made the study beneficial and an improved one. Thus the time factor becomes a limitation of this study. Another limitation of this study is the lack of the information and no job description of Human Resource Management department. However an analysis of the organization as a whole, based on some reports, observation and interview is done. As NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is the lone best service provider in Peshawar, it is impossible to do a comparative analysis. Inspite of the above-mentioned problems, I tried my best to overcome all these limitations and shortcomings and provide unbiased information of the organization to make my research of academic significance.

1.4

METHODOLOGY OF THE STUDY

9

To study an organization, one needs to have reliable and relevant data and information. The study makes use of two kinds of data, gathered through different sources, which can be grouped as primary and secondary data: 1.4.1 Primary Data The data collected for the first time is called primary data. The sources for the primary data were discussions with senior managers, General Managers and unstructured interviews with the staff of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER and my personal observations. 1.4.2 Secondary Data The data which has gone through mathematical and statistical techniques after its collection is called secondary data. The secondary data sources which were consulted during my study are the manuals, rules and procedural hand books, brochures and annual reports of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER material available at HR Department, newsletter, internet and books available on management.

1.5

SCHEME OF THE STUDY

The report has been divided into four parts in the following sequences

1.5.1

Part-1 This first part comprises the background of the study. It also looks into the

purpose of the study, scope, its limitations, methodology and scheme of the study. 1.5.2 Part-II This is the main body of the report. This gives an overall review of the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. It is composed of three chapters, NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER History, organizational structure, administration and different Human resource policies of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. 10

1.5.3

Part-III This part encompasses the critical analysis and findings of organizational

structure with special emphasis on HRM department in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. 1.5.4 Part-IV In this part recommendations have been given how to develop and implement HR System and tools with a revision of the service regulations. These recommendations are very specific, concrete, to the point, practical and implementable. 1.5.5 Part-V In this part action/implementation plan has been given which shows that how recommendations should be implemented.

CHAPTER - 2 HISTORY OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER

2.1 INTRODUCTION
It is considered appropriate now that the history of Nursing and hospital is compiled, from the pre-independence period starting from where the human bieng came into bieng.. it is a great honour for North West General Hospital and Research Center that they successfully completed theire fifth aniversery on 12th january. Northwest General Hospital is a venture of Alliance Healthcare (Pvt.) limited, and is a 170 bed, state of the art hospital and research facility based in the Hayatabad Region.

11

Current planning is underway for the building of a Medical School and complex medical research Center in the vicinity of the hospital. An area of 30 canals has been acquired for this purpose. In addition to the above, Gamma Knife facilities and other such minimally invasive techniques are being introduced. In this over-view, it is proposed to highlight mainly the growth, technology, sector structure, organization, the lessons learnt and future trends.

2.2

PHASES OF DEVELOPMENT
The NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER

history of development is very simple. In the late 2000 in private sector the RMC which is known as Rahman Medical Institute was having a sole goal of ownership in peshawar. There a few doctors which was having some conflicts with Rahman medical institute. so that the base thing that Rahman cannot run that institution very well. It also led to the area of liberalization and increasing participation of the private sector in telecommunications especially since 1990 with the cellular, card pay phones, data and paging services. The period also covers great advances in technology leading to the digital revolution and open wire to coaxial to optical fiber transmission. The international services developed in this period from the unreliable short-wave radio to the high quality service by submarine cables and satellite radio. In this half century, the Pakistan Hospital sector faced many challenges to set up a viable operational entity, production units and support systems leading to the establishment of an adequate national infrastructure on which the knowledge and information superstructure can be built.

2.3

THE HOSPITAL SECTOR 1947-2006

National public health is a recent innovation in Pakistan. In prepartition India, the British provided health care for government employees but rarely attended to the health needs of the population at large, except for establishing a few major hospitals, such as Mayo Hospital in Lahore, which has King Edward Medical College nearby. Improvements in health care have been hampered by scarce resources and are difficult to coordinate 12

nationally because health care remains a provincial responsibility rather than a central government one. Until the early 1970s, local governing bodies were in charge of health services.. However the status of an attached Department continued and did not provide the administrative and fiscal autonomy required for it to function efficiently. The World Bank felt reorgaNational health planning began with the Second Five-Year Plan (196065) and continued through the Eighth Five-Year Plan (1993- 98). Provision of health care for the rural populace has long been a stated priority, but efforts to provide such care continue to be hampered by administrative problems and difficulties in staffing rural clinics. In the early 1970s, a decentralized system was developed in which basic health units provided primary care for a surrounding population of 6,000 to 10,000 people, rural health centers offered support and more comprehensive services to local units, and both the basic units and the health centers could refer patients to larger urban hospitals. In the early 1990s, the orientation of the country's medical system, including medical education, favored the elite. There has been a marked boom in private clinics and hospitals since the late 1980s and a corresponding, unfortunate deterioration in services provided by nationalized hospitals. In 1992 there was only one physician for every 2,127 persons, one nurse for every 6,626 persons, and only one hospital for every 131,274 persons. There was only one dentist for every 67,757 persons. Medical schools have come under a great deal of criticism from women's groups for discriminating against females. In some cities, females seeking admission to medical school have even held demonstrations against separate gender quotas. Males can often gain admission to medical schools with lower test scores than females because the absolute number for males in the separate quotas is much greater than that for females. The quota exists despite the pressing need for more physicians available to treat women. The government has embarked on a major health initiative with substantial donor assistance. The initial phase of an estimated US$140 million family health project, which would eventually aid all four provinces, was approved in July 1991 by the government of Pakistan and the World Bank, the latter's first such project in Pakistan. The program is aimed at improving maternal health care and controlling epidemic diseases in Sindh and 13

the NorthWest Frontier Province. It will provide help for staff development, particularly in training female paramedics, and will also strengthen the management and organization of provincial health departments. The estimated completion date is 1999. The second stage of the project will include Punjab and Balochistan. In addition to public- and private-sector biomedicine, there are indigenous forms of treatment. Unani Tibb (Arabic for Greek medicine), also called Islami-Tibb, is Galenic medicine resystematized and augmented by Muslim scholars. Herbal treatments are used to balance bodily humors. Practitioners, hakims, are trained in medical colleges or learn the skill from family members who pass it down the generations. Some manufactured remedies are also available in certain pharmacies. Homeopathy, thought by some to be "poor man's Western medicine," is also taught and practiced in Pakistan. Several forms of religious healing are common too. Prophetic healing is based largely on the hadith of the Prophet pertaining to hygiene and moral and physical health, and simple treatments are used, such as honey, a few herbs, and prayer. Some religious conservatives argue that reliance on anything but prayer suggests lack of faith, while others point out that the Prophet remarked that Allah had created medicines in order that humans should avail themselves of their benefits. Popular forms of religious healing, at least protection from malign influences, are common in most of the country. The use of tawiz, amulets containing Quranic verses, or the intervention of a pir, living or dead, is generally relied upon to direct the healing force of Allah's blessing to anyone confronted with uncertainty or distres.

North west General Hospital Hospital is one of the oldest and largest Teaching Institutes of the country which provide state of Art, excellent curative and preventive services to the ailing humanity of the Frontier Province. It is also called loye (big) huspatal (hospital) and Gernali Huspatal. It was established in 2005 and it is just 20 canal away in the south of Grand Trunk Road, behind the famous historical RAHMAN INSTITUTE.. NORTH WEST GENERAL HOSPITAL is just outside historical wall in the jurisdiction of

14

cantonment board. The anecdote of the hospital of its coming into being is that His. This was accompanied by his spouse North west General Hospital.

2.4

COMPETION OF NORTH WEST GENERAL HOSPITAL

AND RESEARCH CENTER

1. Pakistan Telecommunication Corporation was established in Dec 1990 to take over the functions of the Pakistan Telephone and Telegraph Department. Its operations were governed by the Pakistan Telecommunication Corporation Act 1991. In 1991 Govt of Pakistan announced its intent to privatize PTC and appointed a financial advisory team led by Bear Steams and Coopers & Lybrand based on whose advice the Govt of Pakistan decided to sell the 26% stake of the share capital, with management rights, of PTC by converting into a limited company under the provisions of Companies Ordinance 1984. 2. Later on, Govt of Pakistan decided to sell 11.8% of its share, in the shape of vouchers, on stock market through domestic and international offering. The sale of 26% stake to Strategic Investor remained on the agenda. In August 1994 Govt of Pakistan issued 1,000,000 (one million) PTC vouchers exchangeable into 100 million NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER shares (with a nominal value of Rs. 10 per share) and a further 5,000,000 (five million) similar vouchers were issued in September 1994 to international investors. PTC Vouchers contributed to the National exchequer about US $ 900 million (UK placement) and Rs.3 billion domestic issue. The vouchers were listed and traded on the stock exchanges. The price of the vouchers in the first and second issue was Rs.3,000 and Rs.5,500 respectively. Govt of Pakistan also issued Exchangeable Notes worth US $.150 (M) to International Investors in Feb 1997 through Numura International, UBS & Global Securities. These Notes are exchangeable into fully paid A ordinary shares of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER - about 3.3% of total issued share capital. If the Notes are converted into shares it will amount to total 15.06% of Govt of Pakistan equity divestiture. In August 1997 a deal of Securitization of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER foreign receivables has been successfully done which fetched US$ 250 (M) to Govt of Pakistan and equivalent rupee to NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. The concept of Securitization of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER future receivables 15

from major operators has given opportunity of cheapest possible loan to NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. 3. In 1995, Privatization Commission, Govt of Pakistan appointed a new financial

advisor to implement the strategic sale. Morgan Grenfell, UK, Coopers & Lybrand, Denton Hall, Muslim Commercial Bank, Deutsche Bank AG, Abacus Consulting and Rizvi, Isa led the team, as members. This new advisory team initiated work in Sept 95 and steps taken on their recommendations are summarized in Annex-1. The new Government dispensed the services of Deutsche Morgan Grenfell and (in 1998) appointed Goldman Sachs International (GSI); one of the most reputed financial advisor, to render advisory services on privatization of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. 4. M/s Goldman Sachs Financial Advisor for Privatization of NORTH WEST

GENERAL HOSPITAL AND RESEARCH CENTER have started the work of due diligence. The Company established a Data Room at NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER H/Q where complete information pertaining to NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is available to facilitate due diligence. The proposed policy statement from MOS & T is ready and can be issued once approved by the Government. On legal and regulatory matters major initiatives have been taken, PTA has granted Mobile License to PTML and also accepted the GSI proposed Regulations both on licensing and tariff. Final details on Price Control are to be agreed. Tariff rationalization will be completed in 4 years as agreed. GSI is currently working on staff restructuring Policy and Information Memorandum. Once policy related issues are settled, subject to GOP approval, road shows could be started. 5. The present Govt. has initiated a deregulation policy and wants to divest its 26%

share with management control. Till now 14 big international reputed Telecom Companies have shown Expression of Interest in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER.

16

CHAPTER - 3 ORGANIZATIONAL REVIEW

3.1 ORGANIZATIONAL STRUCTURE
An organization is a group of people working together in a structured and coordinated manner to achieve a set of goals. In other words [Organizations are systems of relating resources that will make possible the accomplishment of specified ends or goals. Every organization has a number of bodies/departments for carrying out its various functions and achievement / organizational objectives. In NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER the Board of Directors carries out the functions of planning and policy formulation whereas the executive management carries out the management of the organization. 3.1.1 Board of Directors It is the highest body of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER, which has been rested the function of policy formulation. The first Director shall be elected by the subscribers in their meeting. The directors appointed shall not be less than seven (7) in numbers. (Presently it has 14 members). There is general body meeting once a year of all the shareholders to elect the members of board of directors. A director elected shall hold office for a period of three 17

years unless the earlier resigns, becomes disqualified from being a director or otherwise ceases to hold office. A retiring director shall be eligible for re-election. 3.1.2 Chairman NORTH WEST GENERAL HOSPITAL AND RESEARCH

CENTER Chairman of the board is also the chairman of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. The Govt appoints him. He advises the members of the board of directors on policy matters. He directs and monitors the business activities. He also ensures the best utilization of the material and human resources. The board of directors determines the period for which the Chairman is to hold office. The Chairman shall preside over meetings of the board. 3.1.3 Secretary NORTH WEST GENERAL HOSPITAL AND RESEARCH

CENTER The directors may appoint a secretary, and they as may remove any secretary so appointed and when they deem fit. He manages the co-ordination and communications of strategies and policies between various departments of the corporation. He sets agenda for monthly meeting of board and informs members for meeting and keeps the record for decision. 3.1.4. Management To manage is to forecast and plan, to organize, to command, to co-ordinate and to control.

18

19

3.1.5

Organizational Chart:

G.M (I/AUDIT)

G.M N.S.S

CHAIRMAN & C.E.O

Company Secretary

Member (ADMIN)

Member Finance

Member Technical

Member (Operation)

C.E RRR C.E S&E G.M

(ADMIN)

C.E
HRM &P

D.G Finance

D.G (DEV) C.E (DE V)

D.G M.D TIP M.D CTI MD (TF)

SBP & SP

C.E (Coord) G.M (T&T) G.M (PR)

D.G (Acctts) G.M (T & R) G.M (F.P) C.A.O

C.E PLG C.E (PSP ) C.E (SED ) G.M

CATV & M

D.G (O) North C.E

M&O 1&II North

D.G (O) South C.E

M&O 1&II South

C.E proc G.M

DSR&D

G.M
Telecomm unication Soth Zaone 11 Nos

G.M
Telecomm South Zone 5 Nos

G.M (I&I) LEGA L

(Advisor)

G.M (OF C) G.M (BTP ) G.M (T.D) C.E (BTP ) C.E (QAID ) G.M Dev: 4

C.E (TA) C.E (SBD ) G.M VAS G.M VoIP

G.M OFC
Mntc

G.M
STR-IV S&T KR

C.E
Inspecto r Telecom m

20

An organizational chart is graphical representation of the organizational structure. Each box in the chart represents a position with in the organization and each line indicates the nature of relationships among different positions. An organization chart of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is shown in fig-3.1 keeping in view the organizational chart greater delegation of authority is possible to the different levels of management. According to organizational chart chairman is the chief executive officer under which there is four members, (Member Admin, Member Finance, Member Technical and Member operation). The company Secretary, G.M NSS, and G.M Internal Audit are directly responsible to the Chairman under member (Admin). There are four Chief Engineers, Four General Managers and one legal advisor, under Member Finance. There are two Director Generals, two General Managers, and one Chief accounts officer. Under Member Technical there is one MD (TIP) one MD CTI, one MD TF, one D.G (Dev) and one D.G (SBP). Under D.G (Dev) there are 4 Chief Engineers and eight General Managers. While under D.G (SBP) there are five Chief Engineers and 3 General Managers. Under the jurisdiction of Member Operation there are two D.G overseas, North and South. D.G (O) North control two Chief Engineers, Twelve General Managers with various functions. Under D.G (O) south there is one Chief Engineer (M&O) and six General Managers. At the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarter Islamabad there are 16 Chief Engineers, 12 G.Ms, 45 Directors, 23 Dy-Chief Engineer, 4 Dy-General Managers. The rest of Departmentation has been done on regional basis headed by 31 General Managers. The regions are furthers subdivided in to different zones headed by directors. Each zone is further subdivided into divisions and sub divisions.

3.2

ADMINISTRATION
Administration is the collective activity directed towards the attainment of

specific goals. It is a rational action, an attempt to minimize one goals by relating means to ends. The administration is required to follow a definite set of rules and a specific 21

procedure, Professor-waldo defines procedures as "the prescribed or customary way of working together with the conduct of an organization business. It is the procedure that governs the internal and external relationship between an individual and another, between one organizational unit and another, between one process and another, between one sill or technique and other between organization and the public. Every organization has its peculiar administrative structure, which suits the functions, objective, strategies, rules and procedures of that organization. The NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has an administrative Department which involves the organization and management of man and material in order to accomplish its goals. The administration department is headed by Member administration with one G.M (admin) at H/Q level. At regional level head of the overall administration is G. Manager of the region. The administration manager (Dy-General Manager) is directly under the control of a G. Manager of the respective region. The administration department of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is concerned with the following functions. 3.2.1 Working Procedure The working procedure in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER includes matters like general functions and powers of the committees, eligibility for membership, and appointment of committee members, finance, meeting and recommendations. 3.2.2 Institutional Procedures The institutional procedures in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER includes, communications, meeting, conferences, internal reporting, mail, preparation, issuance and distribution of documents, space, library service, file, and records, procurement and all aspects of personal administration. 3.2.3 Office Procedures The corporation activities are conducted by means of communications, like, Telephone, Fax, e-mail and letters writing. The office procedures are actually the 22

administrative procedure, which is followed from the Chairman to the clerk. The office procedure starts working, when some letter or application reaches from outside. The letter is entered into a register used for the receipts of letters and a receipt number is put to that. The clerk or assistant sends/hand over the letter to the concerned officer, which after being seen by the section head is processed and put to the officer or department which has to take action. The section head passes on the letters for the approval of higher authority like, director, G.M, D.G or Member, who further forward the letters to the Chairman if important policy decisions are involved. There is no denying the fact that in between the receipt clerk and Chairman, there might be many coming-down and going ups. Each officer would add his own note, memorandum or minute. Old records would be looked into precedents, would be discovered and information from various sources would be gathered. The case may require consultation or discussion with another section, departments or even private associations, groups or individuals at the appropriate level. Thus the file by this time becomes correspondence, notes, minutes or memoranda. At last a stage of decision reaches. Then begins a final downward journey of the file. Ultimately the file reaches the officer or assistant, who dispatches the draft to the typist. The typist types the draft, sends it to the officer for approval, who examines the draft, corrects it if any discrepancies/error found. After retyping the letter is passed on to the competent authority for signature. 3.2.4 Personnel Functions All the matter pertaining to the employees are dealt with by Chief Engineer (RRR) and Chief Engineer (S&E). The personnel functions like recruitment, promotion/transfer, retirement/pension, control, leave, training, benefits, allowances record manpower planning etc are carried out by these departments. 3.2.5 Accountability Functions The administration department in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER carries out the investigation and Inquiries of any officer or

23

employees, violating the rules and regulations in discipline and misuse of his authority etc. 3.2.6 Coordination & Communication between Various Departments There is one chief Engineer (Coordination) who is responsible to ensure the proper coordination between the employees, management rules and procedures and functions of different departments. The technique and process of working and the interrelationship of various firms is determined by the administration department. 3.2.7 Security of the Organizational Environment The Security of the offices, Exchange Buildings, Switching equipment, cables, furniture fixtures, and supplies, is the responsibility of the administration department at Headquarter level and General Manager at Regional level. These are usually ensured by hiring security guards from security agencies. 3.2.8. Legal functions There is one Legal Advisor under the administrative control of Member Admin. All the legal matters are handled by this department.

24

CHAPTER - 4 HUMAN RESOURCE MANAGEMENT

(EXISTING SITUATION IN NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER)
Human Resource Management is a process consisting of inception, development, motivation and maintenance of Human resources. Based on the data collected and other information made available, an analysis of the existing situation is presented in five sections as follows NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Current Personnel Assessment Assessment of Telecom Social Environment Impact on HR in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER HR Objectives and Forecasting System Assessment NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER HR Management Current Tools Assessment NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Training System Capacity & Results Assessment.

4.1

NORTH WEST GENERAL HOSPITAL AND RESEARCH

CENTER CURRENT PERSONNEL ASSESSMENT

4.1.1 Number of Employees:

25

According to the information obtained from NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER H/Q Islamabad, the total number of employees at NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is above 65,000. The data is from four provinces (Sindh, Baluchistan, Punjab, and NWFP), and four federally controlled areas (Islamabad, Northern Areas, Azad Jammu & Kashmir and FATA). There is conflicting information regarding the number of employees. The NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER management clarified that, the error in reporting had occurred as the regions had included the employees on daily wages in some reports and in some these were excluded. Finally the figure given by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER excluding the daily wageworkers has been taken as correct. Distribution above has been calculated on the basis of region-wise employee's chart. It is impossible to get a more detailed organization chart, providing the number of employees by department, Function or Activity. The number of employees is confirmed by a Table provided by C.E (HRM &P), from a "Presentation on Staffing". Table-1 shows NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Past & Future Projection of lines per employee.

Table-1:

NORTH

WEST

GENERAL

HOSPITAL

AND

RESEARCH

CENTER Past and Future Projection of Lines Per Employee 1999 2000 2001 2002 4.1M 2003 2004 2005 2006

Installed main Lines 3.09M 3.26M 3.4M Main Lines in Use Regular Employees Total with 2.37M 2.56M 2.8M

4.7 M 5.3M

5.9 M 6.5 M 5.84M

2.69M 4.23M 4.77M 5.3M

54478 52853 54669 57624 57624 57624 57624 57624

employees 62978 61353 66124 66124 66124 66124 66124 66124 daily wage

workers

26

Main. Lines/Employee Main Lines/Employee with daily wage work

44

48

51

64

73

83

92

101

38

42

47

56

64

72

80

88

Source: (Census-2004 of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Employees) Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad

A Crash Program could be launched, accelerating the annual increase of the number of lines, for instance by 0.5 Million lines/year. In that case, the number of lines could be about 8 Millions in the year 2006, and the ratio between the Main Lines per Employee could be around 130, which is highly acceptable. Table-1 also shows the following. The total number of employees is supposed to be kept constant during the coming year. The total number of employees has increased during the recent past, even though there was a ban on recruitment from the Government. That last result is confirmed by Table-2 on "Sanctioned number of Post of maintenance Region in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER". The number of employees comes to 64,097 in June 2003 as compared to 52127 in June 2000. This shows that despite the ban on recruitment there has been an approximate increase of 2% in the manpower of Maintenance region only.

Table-2: Sr. 1 2.

Sanctioned Posts of Maintenance Region June-2000 12112 4075 June-2001 12808 4180 Dec-2002 14245 4265 June-2003 14249 4269

Name of Region C.T.R. Lahore F.T.R. Faisalabad

27

3. 4. 5. 6. 7. 8. 9. Total

I.T.R Islamabad K.T.R-1, Karachi K.T.R-II, Karachi L.T.R-I Lahore N.T.R. Peshawar S.T.R. Karachi W.T.R. Quetta

3638 6263 3781 5764 5801 7251 3442 52127

3747 6373 3923 5887 5893 7357 3538 53613

3686 5446 3424 6563 6134 7533 3787 54989

3689 5426 3426 6569 6138 7542 3789 55002

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad

28

The Senior Executives agree that a large number of personnel employed in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER could be surplus to its requirements if measured against the laid down staff standards. It is their opinion that approximately the same number would stand redundant if proper utilization of Human Resources was exercised. In short, in departments where redundancy occurs, manning levels could be reduced which consequently would increase profitability. 4.1.2 Age and Seniority Level The number of employees according to their Age and Seniority groups is indicated as follows:

Table-3 Sr. Age

Employees by Age & Seniority Year of Service 1-10 11-20 2828 9196 2391 197 14612 21-30 3735 3510 5994 1154 14393 31+ 34 35 1325 3950 5343 20619 22164 12850 6750 62383 Total

1 2. 3. 4. Total

18-30 31-40 41-50 51-60

14022 9423 2974 1656 28075

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad

The validity of the data provided by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is inconsistent. For example, in the age group of 1830 thirty-four employees are shown to have a service span of 31 or more years. Similar discrepancies have crept into other age groups making the reliability of this data very dubious.

From NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER's perspective this data also indicates that about 34% of its work force falls under the 29

30 years or less age group. This will perhaps be the group on which NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER should concentrate for retaining and 'investing' as the work force of the future. 4.1.3 3 Competency and Educational Level NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER currently follows a 24 grades system for its 241 positions or designations. The grading system is the same that used by federal government with Basic Pay Scale starting form 1 and ending at 22. 4 There are four categories of employees. They are classified as full time, part time, temporary and contract staff. 5 The Break-up of the existing work force by education is given in Table-4 below.

Table-4:

NORTH

WEST

GENERAL

HOSPITAL

AND

RESEARCH

CENTER Education Level S.No Percentage Educational Level Number Employees 1. 2. 3. 4. 5. 20% 26% 20% 27% 09% Up to Middle Grade (08) Up to Matric Grade (10) Up to Intermediate Grade (12) Up to Graduates B.A, B.Sc Post Graduates M.A M.S and above 10929 14207 12519 17540 4530 of

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad

66% of the work force has educational level equivalent to Grade 12 or less. Given 30

the poor quality of education in Pakistan, this composition does not bode well for the future of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER especially in terms of skills and knowledge required for operating a modern telecom company today. 7 It is alarming to note that in a highly technical organization the number of employees having post graduate qualification is only 6%, while it is more than 20% in other developed countries. 4.1.4 Performance Level Performance Appraisal at NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER exists in the shape of Annual confidential Report (ACR). Not all the regions reported data on this issue. The data shown in Table-5 is based only on this data. This information therefore is not complete for all regions. Table -5: Performance Level Number of Employees Appraised during 1993-2003. Performance Rating In % V. Good Good Average Below Average 1999 2000 2001 2002 2003 2004 2005 2006 6769 5820 3617 6456 8182 3088 7301 5208 31 27 28 28 23 26 25 24 55 56 55 53 63 59 59 58 15 17 17 19 13 15 16 18 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Poor

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad. 31

Some indication of how this aspect is managed can be gauged from the fact that none of the employees appraised received a rating of 'Below Average' or 'Poor'. Given the prevailing environment in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER and the size of its workforce, this appears very odd and not consistent with the experiences of other organizations of this type and size. ACRs are considered a highly sensitive process and in most cases this information is not even shared with the employee who is evaluated.

Reliability of this data remains dubious and use of this data for identifying the 'good performers' would also be highly risky.

4.1.5

Absenteeism NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has no

reliable records of Absenteeism, especially of the Unionized staff. Year wise details or statistics are not available. It is a reflection of poor control on attendance. Only 11 out of the 52 regions reported any data on absenteeism, which is presented in Table-6. Some regions have provided very little information on the state of Absenteeism. Table-6: Absenteeism % of Annual Time Loss Reported by Regions Regions G.M. OTR. Islamabad G.M. TRNG & Research G.M OFS, Islamabad G.M. RTR, R.Pindi G.M. FTR G.M. STR-IV Karachi % of Annual time Loss 3 3 30 12 9 3

32

C.E.

(Dev)

NORTH

WEST

GENERAL 25

HOSPITAL AND RESEARCH CENTER H/Q Islamabad G.M. Computer Islamabad G.M.II Karachi 133 35

C.E (I/C) NORTH WEST GENERAL HOSPITAL 6 AND RESEARCH CENTER H/Q G.M. Dev. (S) Karachi 16

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad

33

4.1.6

Management Staff G.M (Admin) was requested to provide details about the number of Management

cadre staff members, to help determine the hierarchy in the existing system. Under the prevailing system in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER, the hierarchy breakdown is as follows: 10 Grade 1-15: 11 Grade 16-22: Unionized Staff Management Staff

For the purpose of this exercise, the Management staff has been classified into the following categories:

Table-7:

NORTH

WEST

GENERAL

HOSPITAL

AND

RESEARCH

CENTER Management Staff S.No No. Of Managers 1. 2. 3. 3104 1144 14 Grades BPS 16-17 BPS 18-20 BPS 21 & 22 Categories Junior Management Middle Management Senior Management Title A.E, ADE G.M, C.E, Dir, DE Members, Chairman

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad.

12 In NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER the level of Managers starts from the designation of Assistant Divisional Engineer / Assistant Engineer. The regions work under the control of their respective Members, who are designated at a tier lower than the Chairman and who, at their end, report directly to the Chairman. 13 The number of Management cadre employees in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is grossly under reported. In an 34

organization with over 60'000 employees, the size of the Management staff must be significantly larger than 4262. According to NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER's document ' Breakdown of staff the total sanctioned positions for Management level staff is 5671. 14 There is predominance in management of senior staff with engineering backgrounds. In addition, many of the senior staff have risen through the ranks and have served NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER for many years. Consequently, there is a lack of specialist skills and a lack of exposure of senior staff to modern techniques found in the private sector. 15 Middle Management is a great strength of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. A number of key departments are being controlled and kept operational by the efforts of middle managers despite an increasing number of untrained and unproductive staff in their ranks. However much needs to be done to help them such as offering better rewards for efforts and success, helping them to be trained and learn new skills, providing them with a suitable environment so that they can perform their duties effectively without being intimidated. 16 Top Management Decision Process. During my discussion with the members of the Senior Management it was stated that minor decisions are taken by the competent authority, according to the powers laid down by the Service Regulations or as authorized by the Chairman from time to time through the exercise of this power. 17 In case a matter is not within the powers of an officer the matter is then referred to the next higher authority for consideration and decision. 18 As far as the matters related to the company's development are concerned the discussion of ideas and the decision making process is carried out at the level of the Members, Executive Committee and the Chairman. 19 For matters beyond the powers of the Chairman, the Secretary Information or the Minister for Communication are involved in the decision making process. 35

20 From Discussion with senior management it appears that too much time is spent in committee meetings with too many participants resulting in work stoppage.

36

4.1.7

Personnel Department The Personnel division at the Headquarters is split into four departments

21 HR & Manpower. 22 Staff & Establishment. 23 Recruitment Rules & Regulations. 24 Administration. The Personnel Division of the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER functions under the Member, Administration at the Headquarters. 25 According to the new organization chart of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, the HR department is placed under the member (Admin) office but not responsible for local training, while the cases for training abroad are handled by DEC Training through (RRR). On the basis of the information provided the local training is controlled by Member Operation. 26 Complete Personnel functions and the data for employees from Grade 1 to 19 are controlled from the head office. During the interviews with the representatives of the Personnel Division, it was observed that regions maintain the personnel records of employees from Grade 1 to 17. However, there is some contradiction as review of job descriptions of two Directors under the Chief Engineer (Staff & Establishment) indicates that their office controls the complete personnel record of all employees. Director Staff-1 controls the record for employees in grades 18 to 22 and Director Staff-2 for employees in grades 1 to 17. Other issues related to Personnel Division, which were highlighted included: 27 Reporting and Feedback system is not streamlined. 28 No data bank or standby information with the Head of the Departments. They are dependent on others for information. 29 Proper Personnel Departments do not exist at the regional levels as appropriate number of personnel are not assigned to control and manage the personnel 37

activities. 30 The HR Division at the Headquarters is a recent creation. It is still in a state of infancy, being staffed and equipped with the necessary paraphernalia.

4.2

ASSESSMENT OF TELECOM'S SOCIAL ENVIRONMENT IMPACT ON HR IN NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER

4.2.1

NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER

Statute and Telecommunication Law The general opinion prevailing with the Administration Division of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER regarding the changes introduced by the new statute is that except that the Corporation has now been converted into a company, the rest remains the same. The Ministry is still the governing body that keeps on issuing instructions. Special procedures for promotions are still given by the Ministry of communication (MOC). 31 NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is autonomous to change vacancies and nominates for training employees to grade 19 only. Apart from this, all matter for grade 20 and above and foreign training for all employees no matter from which grade is controlled by MOC. 32 From the discussions it appears that the government also influences a lot of events at NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. The most notable example is the ban on further recruitment for the last five years. It has also been stated that the government allows waiver of the ban under special circumstances to allow recruitment of some special cadres. On the other hand the ban stands as a justification for the projected shortage of manpower in any specific department and for the claiming of over time. 33 Due to the fact that NORTH WEST GENERAL HOSPITAL AND RESEARCH 38

CENTER is following Government regulations it has been stated that a huge amount of man hour is wasted in preparing lengthy reports for the Government and related committees of the National Assembly and Senate. 34 Employees, up from Grade 16 are Civil Servants. From Grade 1-15 they are only Government Employees. 35 The NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters has not been able to provide a copy of the Statute under which the other organizations are operating. No comparison can therefore be presented. 4.2.2 Labour Law Law of Industrial Relations carries its own history in its introductory commentary. The organization has to follow the labour law as related to working time, holidays, minimal wages and so on as it is still a government organization. The labour law categorically specifies that no facility will be withdrawn form the employees till the time an organization can prove that it is economically not possible for it to continue that facility anymore or that a better facility was being offered by it in relation to the previous one. Quantitative analysis of social charges, their evolution during the recent years, changes in health insurance or pensions has not been provided by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. Some other facilities extended by the company to its employees have been intimated. 4.2.3 Unions According to the information rendered regarding the membership of the union, 60'000 personnel (approximately 93%) of the total staff belong to the union. It appears that this data is heavily overstated since NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has only 54643 employees.

39

40

Table-8:

NORTH

WEST

GENERAL

HOSPITAL

AND

RESEARCH

CENTER Union Record S.No Year No. Of Unions in No of Employees Name of the Union NORTH WEST Affiliated GENERAL HOSPITAL AND RESEARCH CENTER 1. 1995 10 40'000 PTLSU, PTSU AND PTU 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 10 10 10 10 10 10 9 10 10 10 10 43'000 45'000 47'000 47'000 47'000 47'000 47'000 62'000 60'000 60'000 60'000 Do Do Do Do Do Do Do PTEU Do Do CBA stayed by the Supreme Court. Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad. Unions with

41

36 There are only three major groups in the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER that can form a Union consequent to an election. 37 The elected union and its members from the Collective Bargaining Agent. I.e. the CBA. It is clear that the unions have a considerable influence. Such influence if not applied in a constructive manner for the welfare of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER and its workers could lead to a difficult situation and cause loss to the organization. The agreed working practices with the union are regarded as too restrictive for the management as the procedures for making changes do not allow it to introduce workable practices and achieve saving. 38 The Supreme Court of Pakistan following an appeal of the opposite Group has stayed the status of the present CBA. 39 In case the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has the necessary influences in the union then they do not bargain with the union, the union generally accepts the decisions of the management and co-operates to a certain extent. 40 There is a general tendency of the elected union to put up demands for staffing, promotions, bonuses etc. immediately after their elections. 41 Similarly the union generally would resist any retrenchment as a result of new technology being inducted. They usually insist for internal adjustments. 4.2.4 Labour Market

42 According to the data made available to us, NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has not conducted any study on labour market, but there exists a very tough competition in the private sector, to hire technical personnel. It is easier to get management specialists. 43 The employees in the private sector are being paid and managed better although the educational level is usually the same. Since wages and social benefits offered 42

by the private enterprises are better therefore proficient workers are naturally taken away by them. Therefore, the quality of manpower that remains at NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is not of very professional and competent standards. 44 In the opinion of their senior representatives the need to revise the national pay structure has been long overdue.

43

4.3

NORTH WEST GENERAL HOSPITAL AND RESEARCH

CENTER HR OBJECTIVES AND FORECASTING SYSTEM

Historically in Pakistan, the forecasting and planning system is generally not prevalent in organizations. This is even true for Human Resources Management function, which is only now emerging as one of the key organizational issues. NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER being a public sector organization has no system or history of setting HR objectives and forecasts. 45 For the data available on training received from the General Manager. It shows that some annual planning is done about the training at their level. The roleplayed by the HR Department in this planning for training is not clear. 46 In my opinion the concept of Sector of Activity, generally in use internationally for forecasting is not clear to NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. Hence they have not been able to provide sufficient information. The sectoral information provided by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER pertains to Engineering, Traffic and Administration. 47 At present the non-executive members of the Board of Directors are more actively involved in day to day management decisions rather than focusing on the oversight and setting vision for the company. They use interference in the routine daily management of the company leading to frustration and disenchantment among the line management.

4.4

NORTH WEST GENERAL HOSPITAL AND RESEARCH

CENTER HR MANAGEMENT CURRENT TOOLS ASSESSMENT

4.4.1 Service Regulations

44

The Service Regulations readapted by the Company in 1996 under section 20 of Pakistan Telecommunication Corporation Act 1991. The Title of these regulations is "Pakistan Telecommunication Company Limited Service Regulations 1996". 48 A general review of these regulations gives an impression that only superficial changes have been made in regulations of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER from PTC. These are the same old regulations that were in practice when NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER was only PTC. Only the word "Corporation" has been replaced with the word "Company" and the word Limited" has been added to it. 49 These regulations carry complete instructions for the employees from procedures of joining the company till the retirement and cover all service activities of this period which briefly include the procedures for Appointments, Promotions, Postings, Transfers, Appraisal System, Retirements and all financial benefits. 50 According to the regulations, postings in basic pay scales 1 to 18 are all nonselection positions. Promotions to these are made on seniority cum fitness basis. Promotions to grade 19 and above are all selection posts i.e. promotions are made purely on the basis of selection on merit. 51 The service regulations are outdated as these were put into effect years ago. 52 The regulations need revision for making NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER as a modern and private

telecommunications firm. The new regulations should be developed in the context of a Human Resource Development aspect. 53 The emphasis should be on recognition of hard work and performance. Recognition and rewards are the fundamentals of motivation of an employee. If NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER is to convert into an organization where managers share management and professionals the HR strategy must lay specific emphasis on combined areas of HRD and HRM 45

to successfully achieve the organizational goals. 54 Procedures in the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER are complicated and even outdated, hence time consuming and frustrating. It widely affects the growth and development of the organization, thereby affecting business development and blocks revenue generation. 55 The internal control environment has deteriorated to a great extent. Certain key records of personnel, such as absenteeism, leave records, attendance records are not maintained or very poorly maintained. Basic disciplines related to HR management such as performance appraisal (or called ACR-Annual Confidential Report) records are hardly reported or in most cases found missing. 4.4.2 Remuneration Average value of personal costs for several years or any other analyzed data related to remuneration is not available. Quantitative analysis is also not available. 56 At present NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER's salary structure is fixed at 20% above the normal Basic Pay Scales of the Government. 57 In addition to the above reward money is given every year which is negotiated by the CBA. This reward is for all employees regardless of the grade. This is only variable element because it is fixed every year to the satisfaction of the employees. 58 The middle managers have no role in the fixation of reward money.

46

4.4.3

Recruitment and Termination of Contract Recruitment procedures are prescribed in the Service Rules and carry all the

instructions regarding this subject. Nevertheless merit system for recruitment is not followed and there is a quota system in place for all entry-level positions. Table-9: Recruitment & Termination of Contract (1999-2006) Type of Data Reported # of Employees # Recruited 1999 2000 2001 2002 2005 2006 Source: 7 7 6 6 7 4 968 456 803 844 1322 317 of Employees Leave Record 1137 1578 851 3271 1534 2377

Released/Retired 105 185 54 165 82 140

Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad. No data for the year 2003 and 2004 available

Very few regions of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER responded to the request for providing quantitative data on this issue. 4.4.4 Discipline The number of cases recorded and reported against whom action on disciplinary grounds has been taken appears to be extremely low for organization the size of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. Only 1515 cases over 11 years period have been reported.

47

Table-10:

Summary of Disciplinary Action Taken by NORTH WEST

GENERAL HOSPITAL AND RESEARCH CENTER 1987-98 Types of Disciplinary Cases (Break Down) Absence Misconduct Corrupt Practices 1994 1995 1996 1997 1998 1999 2000 2001 2003 2004 2005 2006 Total Source: 117 100 123 81 77 68 105 116 140 239 293 56 1515 18 20 21 15 19 21 35 31 38 39 56 4 317 89 76 93 61 54 43 51 65 71 125 139 35 902 10 4 9 5 4 4 19 20 31 75 98 17 296 117 100 123 81 77 68 105 116 140 239 293 15 1515

Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad. No data for 2002 & onward is available.

4.4.5

Performance Appraisal The matter related to performance appraisal and ACR's was discussed with

members of the Senior Management. Their views are reflected in the following. 59 Performance Appraisal of the employees is not being done on a regular basis. 60 Statistical data of the performance Appraisals is not maintained nor are the results 48

compiled for any analysis. Therefore analysis of any type is not available. 61 Department wise or Sector of activity wise data is not available. 62 The initiating officers generally have a very casual and unprofessional attitude towards the completion of Appraisal process. 63 Evaluation of the existing Appraisal System, for its efficacy, has not been carried out for many years. 64 Experts analysis has never been carried out to evaluate the Qualitative performance Level of the employees. 65 As per the understanding prevailing in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER the performance Appraisals are used for promotions, increments and courses abroad. If an employee has been penalized for something he is not sent for training abroad. 66 For employees up to grade 16 there are courses and examinations for their further promotions. At the senior level the courses is held at National Institute of Public Administration (NIPA) for those officers of the Grade 20, who have the potential for further promotion. 67 The validity of the opinion about the utility of ACRs is related to the existing situation prevailing at NORTH WEST GENERAL HOSPITAL AND

RESEARCH CENTER. The situation reported highlights that performance appraisals are not carrying much importance. The grades are simply awarded by the officers to keep the subordinates satisfied and happy. 68 Selection for most of the staff proceeding abroad for training is a type of a nomination by the Ministry. In the light of this situation it seems that performance Appraisals have a limited part to play in the career development of an employee. 4.4.6 Job Description and Evaluation

49

The job descriptions are laid down for every post. It has already been stated above that there are approximately 241 designations in the organization. There is no other system to evaluate the performance of an employee. 69 According to the opinion obtained from the Senior Officers, Job descriptions are updated at sites where technological changes have been implemented. 70 Most of the regional offices have opined that the task of job Evaluation is the responsibility of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER headquarters and it has never been carried out at their level. 71 There is inconsistency in the data since the reporting offices have failed to report the correct number of posts with laid out job descriptions. 72 In case the number of posts stated in their sanctioned strength is compared to the number of posts stated by the regions there occurs a large discrepancy in reporting since it appears that a large number of posts have been omitted. The number of jobs evaluated, therefore, can not be correctly related to arrive at any conclusive percentage. 73 The regions have not mentioned any remarks highlighting the reasons for the evaluations. Also no statement has been made to explain the utility, results and accomplishments of this exercise. 4.4.7 Promotion, Career, Posting and Mobility The table-11 below highlights the numbers of personnel moved from one place to another for reasons of Promotion, Career, Posting and Mobility. Table-11 Summary of Career-Pathing 1999-2006 Years Total 1999 2000 2001 2002 2003 2004 2005 2006

50

Career Development Promotion Normal Posting Transfer or

43

146

117

264

794

1593

1247

1343

1194

6698

43 43

1081 2431

1089 994 1783 2089

1181 3533

1798 3786

1394 4796

1694 4977

1573 5301

10804 28696

3658

2989 3347

5508

7177

7437

8014

8068

46195

74 During discussions with the senior members of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER they informed that due to the unavailability of a proper Human Resources Development Structure within the company, insufficient importance is attached to career development as a tool toward effective utilization of its personnel. 75 The least number of personnel have been moved for reasons of Career Development whereas most personnel have been moved for reasons of normal postings and transfers. Policy for selecting the right people for the right job is non existent. 76 Promotions are not made on merit but often to satisfy and oblige influential individuals. 77 It appears that the training courses conducted to meet the day to day requirement of the organization. These courses are. 78 Pre-Service courses for technical personnel. 79 In-Service / Refreshers courses for technical personnel. 80 In-Service / Refresher courses for Engineering Supervisor & Astt. Eng. 81 Pre-Promotion courses for E.S/Astt. Engineer. 82 Training to Departmental staff. 51

83 The political influence also plays a negative role as the deserving employees are either overlooked or sidelined and the professionally incompetent persons proceed abroad for special training. This affects the morale of the competent employees who become disgruntled with their career and its development. 84 Too many postings and transfers indicate lack of forward planning in the organization. Postings and transfers are carried out on an ad-hoc basis to fill the vacancies. 85 Many postings / transfers also occur due to political pressure. Employees posted at a certain location are not necessarily technically qualified to work on that particular type of equipment. Therefore, personnel who are technically competent to serve on that equipment are also posted to that location. This not only results in unnecessarily redundant personnel at a location, it is also a great financial loss to the organization. 86 Promotions are not made on merit but often to satisfy and oblige influential individuals. 4.4.8 HR Database and Data Processing System According to G.M HR & MP, a separate package for HR is being designed and is under installation at the headquarters in the MIS section. It is expected to provide some of the Personnel Records related personal details for all employees. It is expected that this section will take a few more months to complete it database 82 The information and data related to personnel of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER are decentralized and kept at more than 30 different locations. 83 Some of the regions have been provided the hardware for the purpose of preparing their own database.

52

4.5

NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER TRAINING SYSTEMS, CAPACITY AND RESULTS ASSESSMENT

4.5.1

Training Facilities & Infrastructure NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has

substantial training facilities in terms of infrastructure and coverage. NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has inherited a sufficiently vast spread network of training institutions all over the country. This includes: 84 Nine Regional Telecom Training Schools 85 Fifteen Divisional Telecom Training Centers 86 One Telecom Staff College 87 NPGI Currently Pakistan Telecom Training Region is providing training in In-Service / Pre-Service for employees of BPS -19. These institutions are variant in classification and are assisting in training programs cadre wise. The main objective of the training is to cater for the training requirements of all regions by providing training in various modes like technical, administrative and financial fields. With the help of foreign organization joint training centers have been established to impart training in Digital Equipment. A computer network to manage a training MIS is being established to manage a database related to training all over the country. In future it plans to raise its utility and activity by developing INTRA NET on inter training region basis. Computer Literacy Program institutes has been opened for private / general public to promote computer literacy in the country. 53

4.5.2

Quantity, Content and Quality of Training The Mission Statement of the Telecom Training and Research Region states: to

provide quality telecommunication services, achieve customer satisfaction, ensure proper return by motivated personnel. 88 While there is significant emphasis on training within the NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER environment today, it is mostly focused on infrastructure rather than quality of training. Hence the data related to assessment of quality of training was also sparse. 89 The statistical data provided by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER relating to Quantity of Training is incomplete and sketchy. In particular, incomplete information has been provided because data about 'Training Abroad' has not been given. Reliable Data available is only related to Training Request.

Table-12:

Training Requests Analysis No. Of Training

Requested Initiated Demand 2003 12069 Trained 5626 6443 Trainees not relieved or shortage rooms/Staff 2004 2005 2006 2007 10488 8234 8741 9338 12964 7182 4082 6417 Nil 1052 4659 2921 Nil Same Same Same 54 of class

2008 2009

1031 8540

5311 4021

4280 4519

Same Same

Source: Human Resource Management & Planning Wing NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER Headquarters, Islamabad. 90 The highest number of training requests was initiated during the year 2000. The highest number of training requests rejected is also during the same year i.e. 53%. 91 Major reasons for turning down training requests were. 92 Planning for training and development of Human Resources is not realistic or Proactive. Employees are simply nominated for training without foreseeing their availability or otherwise. 93 Importance is not attached to career development or enhancement of professional knowledge and skills of the employees. 94 Holding the employees back from the course neither well for the organization nor for the employee and also not for the customers. 95 The shortage of space / classrooms means that NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER sustaining a large number of employees who are incompetent / inefficient, or need refresher courses or orientation on new equipment. 96 It also shows that NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has previously not been live to its training needs as an expanding organization and has not been able to create an able workforce of instructions. 97 The senior officers responsibilities for the control and conduct of training Activities are either short of funds that they cannot increase the intake at the training school, or they face shortage of instructors to handle a large number of trainees and are not competent to take stock of the situation and carryout a reengineering of their training programs and schedules. 98 The General Manager (Training) of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER has reported that the training courses being run at its 55

various training schools are not satisfactory. This has led to a lowering of quality standards of its staff. As a result of discussion with him and with the other representatives of the senior management, it was concluded that a great deal of improvement is desirable in the development of skills and enhancement of the work performance of employees at all tiers of the organization.

CHAPTER - 5 FINDINGS, RECOMMENDATIONS AND CONCLUSIONS

Facts collected and presented in chapter 4 provided a general idea of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER's existing situation in the HR field. Now, five set of findings stem from this situation. In this context, the "Findings" means a particularly significant combination of facts, significant enough to determine the recommendations. These five set of findings are described in detail in the following pages. In the coming years, NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER workforce should focus on network development (quantitative and qualitative). Emphasis should be on a flexible HR System, rightsizing of workforce, to bring it in line with international telecom standards. It is forecasted by NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER that after two to three years (by 2003), the number of main lines in operation 56

will increase between 6 to 8 million. The ratio between lines per employee will also increase between 100 to 130 at that time, if the number of employees is kept constant is acceptable. Table-13 below proposes a comparison to other national operators in other countries around the world. All these national operators, except a few which are benchmarks or significant regions, like Asia and Europe, were chosen because their number of employees is not too far from NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER employee's number (20'000 to 100'000). Facts described in chapter 4.1.1 show that, according to managers, the current work strength of about 60,000 employees is too large. But 'rightsizing' may be the appropriate HR Policy for NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER due to the forecasted speedy growth of the network in the coming years.

57

5.2

CONCLUSIONS
The previous table-13 highlights the following key points: 1 In all countries, the number of lines and the main lines per employee ratio has increased from 1990 to 2004 (with the only exception of Hong-Kong). 2 But in about nine countries out of fifteen, the number of employees increased too or remained almost unchanged. Remarkably, it is also the case in large areas like Asia and Europe, or in large countries like United-States and France. 3 When calculated, the average main lines per employee ratio for all the specific countries in the table come to about 130, and the average ratio for Asia is 111. So , it seems to justify the following conclusions. 4 For NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER, taking into account its specific situation, a main lines per employee ratio between 100 and 130 in 2003 would be acceptable. 5 Keeping an approximately same number of employees during the coming years could be an acceptable target for NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. So there is some need for a significant and long-lasting downsizing in the near future. 6 This does not mean that the number of employees will be kept strictly constant during the period. On the contrary, it will have to follow the quantitative and qualitative changes taking place in the network. Categories of employees must be reduced (for instance those pertaining to redundant technologies, like telegraph and telex), other ones may be increased (marketing and sales, finance), often as soon as possible.

58

59

5.3

RECOMMENDATIONS
The eight Short-term Recommendations and Three Long Term Recommendations

stem from the findings presented in Chapter-5. These recommendations are as following. 1 NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER should revise its Organizational Structure immediately to make it more conducive to deal with the change and commercialization process. 2 The progress of the change process highly depends on this priority action. Therefore, the development of an appropriate organizational structure should be completed within the first 2 months of the action plan. 3 Technical Auditor should be hired that will design an organogram based on profit centers and functional responsibility and control. 4 Government interference in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER affairs especially those relating to hiring and contractual matter should be eliminated in order NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER operate independently as an autonomous body. Interaction between the Government as the major share holder and NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER should only be through the board of Directors so as to ensure the rapid commercialization of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER 5 NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER should not adhere to government rules and regulations and limit the involvement of government in NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER affairs to direction setting which should be done through its board only. 6 Development of a new management structure with authority for 'hiring and firing' of employees as may be delegated by the Board, CEO and other key members of the management staff.

60

This issue is not only related to HR but concerns the overall development of NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER. Therefore, in terms of implementation this may be pursued as a separate initiative as part of the overall NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER strategy for commercialization.

Formation of a HR Task Force to implement and develop HR systems and tools along with a revision of the Service Regulations under the advice and supervision of Technical Auditor.

At the end of the Action Plan, the Task Force will be equipped and trained enough to continue the change process without any assistance from technical assistance.

10

NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER should begin by communicating changes to its key people (top management and downwards), by sharing information and ensuring its acceptance.

61

62

REFERENCES
1) A.ALLEN LOUIS (1958), Management and Organization, Tokyo. McGraw-Hill. KOHGAKUSHA, LTD. 2) DE CENZO DAVID.A, ROBINS STEPHEN P (1994), Human Resource Management. New York, Johan Wiley and Sons, Inc. 3) DOWNLING WILLIAM, F. Leonard R. Sayles (1978). How Managers Motivate the imperatives of Supervision, New York Columbia University McGraw-Hill Company. 4) FLIPPO EDWIN-B (1984), Personnel Management, New York, McGraw-Hill Book Co. 5) GRIFFEN RICKY W (1997), Management, J-5/6Krishan Nagar, Delhi, A.I.T.B.S Publishers & Distributors. 6) JAMIE, AMBLER (2001). 29-Lincoln's Inn Fields London WC2A3EE, United Kingdom, Student Accountant, May, 29. 7) KOONTZ, HAROLD, DONNEL.SYSILO, AND WEINRICH, HEINZ. (1984). Management. New York McGraw-Hill Book Co, 1984. 8) 9) LUTHANS, FRED (1985). Organizational Behavior, New York, McGraw-Hill. Mr. Dilawar Khan, Divisional Engineer, Regional Headquarter, Bannu.

10) NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER (2004). Memorandum and Articles of Association, Islamabad 11) NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTER (2005). Annual Report Islamabad. 12) SURIAYA, ABDUL RAHIM (2001)." Human Resource Management".

63