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TABLE OF CONTENTS

HISTORY OF THE BUSINESS.................................................................................4 INTERODUCTION TO BUSINESS...........................................................................4 NATURE OF BUSINESS...........................................................................................4 MISSION STATEMENT............................................................................................5 VISION STATEMENT...............................................................................................5 Well rounded employees who wish to become part of this adventure................................5 SWOT ANALYSIS:....................................................................................................6 PLANNING.................................................................................................................8 BUSINESS STRATEGIES..........................................................................................8 FINANCIAL OBJECTIVES.......................................................................................9 Organizing .................................................................................................................10 Span of management .................................................................................................12 Departmentalization...................................................................................................12 Task Division.............................................................................................................13 Managerial Communication.......................................................................................13 Telephone system ......................................................................................................13 Computers :................................................................................................................14 Teleconferencing:......................................................................................................14 Fax Machines:............................................................................................................15 Group Meeting:..........................................................................................................15 Grapevine:..................................................................................................................16 Barriers In Communication........................................................................................16 OVERCOMING THE COMMUNICATION BARRIERS.......................................17 HR DEPARTMENT FUNCTION.............................................................................18 JOB ANALYSIS........................................................................................................19 :..................................................................................................................................19 JOB DESCRIPTION ................................................................................................21 :..................................................................................................................................21 GENERAL POLICY.................................................................................................22 ...................................................................................................................................22 GENERAL HIRING PROCEDURE.........................................................................22 Orientation:................................................................................................................25 PERFORMANCE APPRAISAL ..............................................................................26

HISTORY OF THE BUSINESS

Cellular mobile telecommunication services were introduced in Pakistan in 1990.six operators currently provide this service and their subscriber base as of December 2004 Paktel is regarded as the Founder of the Mobile Industry in Pakistan. Paktel was granted a license in 1990 to operate a cellular system across Pakistan and has improved its network capacity from time to time.

INTERODUCTION TO BUSINESS
Warid Telecom launched in Pakistan on 23rd May 2005 but its pre launch operations started working six months before the Launch this shows the planning masters took enough time studying Pakistans Market and is well equipped to serve in the field of service based cellular industries in Pakistan.

NATURE OF BUSINESS
WARID TELECOM is a private limited registered company. Having registered trademark. The total investment is debt-equity based with the ratio of 40:60. Means the 40% of the total investment is loan based and the other 60 % is equity based. The company have license to sell MOBILE GSM connection and provide of all kinds of mobile connection services to run business

MISSION STATEMENT

Warid Telecom's stated mission is to be the leader in innovation and services To be the national communication provider with a strong International presence

VISION STATEMENT
Warid Telecom believes in working with strategic partners and employees for long term relationships. As a consequence of the above, Warid Telecom is looking for the following to deliver its vision: Strategic vendors and partners to assist in rolling out these services in a timely and efficient manner with a focus on turnkey solutions and premium propositions Strong partners to assist in launching these services and creating effective sales & marketing / business development opportunities for all to operationally and financially gain. Consultants and experts to help deliver this vision Well rounded employees who wish to become part of this adventure

SWOT ANALYSIS:
SWOT analysis is specifically the study of Strength Weaknesses Opportunities and Threats, out of which Strength and Weaknesses are internal factors whereas Opportunities and Threats are external factors. The SWOT analysis conducted for this assignment is of the new emerging Telecom Company named as Warid Telecom. Warid Telecom launched in Pakistan on 23rd May 2005 but its pre launch operations started working six months before the Launch this shows the planning masters took enough time studying Pakistans Market and is well equipped to serve in the field of service based cellular industries in Pakistan.

Strengths:

Compatible Prices.

Variety of tariff plans Best Vendor Selected Customer Focused Services

Experienced higher Management:

Easy access to customers Working on staff development strategies Higher Pay structures VAS ( Value added services, including extra features) Enough market study
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 Effective marketing strategy Return back granted

Weaknesses:
Network issues (signals fluctuation problem) Coverage Issues (city coverage is a big issue) Delayed activities Difficult to convert the customer of the other companies user

Opportunities:
. Expansion of network coverage area Better Marketing Promotions Needs to develop competitive edges

Company has an opportunity to capture the large share market

share: Employee Recognitions programs:

Threats:
Constant Comparison with competitors Price war Hype New company image 7

PLANNING
In the management process ,planning is the first and most important step. It includes defining of objectives, assigning of responsibilities, carrying out of actions to reach the desired objectives working through other people .then evaluating operations and changing and redirecting when necessary. the management process begins with planning and continues along with it every step of the way The basic steps in developing a plan are: First: establish the objectives. What is to be accomplished? Second: outline the procedures. Third: assign responsibilities

BUSINESS STRATEGIES Warid telecom main strategy is to serve maximum people of Pakistan
they can serve. The company works according to the need, wants and demands of the people who are searching for the quality on cheaper prices. This company wants to be honest with all Pakistanis and wanted to minimize the inflation in the prices of mobile connections. Its not only inflation in prices but the poor quality which forces the company to serve the people with change and give them respect and freedom to satisfy for what they are paying enough.

Warid telecom knows that Pakistan is a poor country and people here
have not been treated fairly. Company wanted to set standards of providing quality services on cheaper prices.

Warid telecom keeping in mind the change in trends and customer needs
company serves them by giving additional services like on line billing option, customer can check their mobile bills on company websites, value added services GPRS, MMS charging minor additional cost. Company offers its customers free delivery where ever they want. Warid telecom obviously runs that business to earn money by serving people best, for that it focuses on more quantity sold. It keeps the prices low and little profit per unit with more unit sold results the profit maximization.

Warid telecom in long-term strategies wants to work together with the

government for their future concern project like fiber optic cable , land line phone service project .they have their own international gate way

Warid telecom is a business having its tough competitors covering almost

every city of Pakistan. But the competitive edge this company has is the quality and providing maximum facilities on lowest possible rates and the compiled comparison of the rates of other cellular operators

FINANCIAL OBJECTIVES
The basic goal of any firm is to earn money or generate profits on its investment. Warid telecom has clear strategies to maximize profits by selling more. Company is working well according to its plans and strategies and has been very successful to achieve all its financial goals. Its expanding day by day and the financial status of the company is improving constantly. Warid Telecom, had acquired over1350,000 customers since the network went live on 23 May. The GSM/GPRS network was built from scratch, starting on 23 October 004, and at launch covered 28 cities, Warid is attracting an average of over 10,000 new customers daily.

Companys financial objective is to increase profit by using the selling technique of more selling to maximize profit. The company not only wants all the financial benefits but its wants to serve people and by charging less. The more the people get use to of that, the more profit could be earn by the company.

SHORT TERM OBJECTIVES

As the company is new the short-term objectives are as follows: 1. Improve quality 2. Satisfy customers 3. Increase outlets 4. Provide all the advertised features 5. Work according to the strategies to achieve goals (SHORT TERM)

LONG TERM OBJECTIVES

Companys long-term objectives are as follows: 1. Work with Government to cut prices and provide better quality 2. Control inflation of meat in the country 3. Set standards for the meat market and involve Government in it 4. Network in whole pakistan 5. To achieve all the financial benefits by serving people Work according to the strategies to achieve goals (LONG TERM)

Organizing
Management function that involves in the process of determining What are to be done, Who is to do them, How the task are to be grouped, Who reports to whom and where decision are to be taken

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Organization Structure Warid Telecom Is working on centralized procedures Department wise Warid Telecom they are decentralized in way that they can perform their operation separately But the decision-making is centralized for every single purpose decision comes from the same channels Details of the hierarchy CEO General Manager Operators Area coach Assistant Area Coach General Manager Assistant Manager Shift Manager Manage in Training Supervisors

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This is a very formal and friendly structure. The employees and the workers are advised to go to the senior managers of the outlet if a problem is occurred, there is a bigger issue then it is discussed with the seniors managers and if there is a crisis then it is immediately taken to the CEO for the solutions. a meeting is held after six months or annually so that a preview of the companys outlook is checked, or seminars are conducted to assure the safety and security of the company. SPAN OF MANAGEMENT Warid telecom came with the point of view of becoming Pakistans largest cellular operator and for that they have sufficient infrastructure and human resources. There are supervisors for the team of twelve CSRs. And for every (two) supervisors there is one Floor manager All floor managers reports to department manager The department manager reports to Contact center head Contact center head reports to General Manager sme hierarchy applies on every other department

DEPARTMENTALIZATION The organization is departmentalized on the basis of its functionality Different functions are catered in different departments As there is one department that works for operations The other works as credit and collection The next works as bill delivery systems And other works as complaints management and support
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Task Division Task division is basing on division of labor and the work specialization The higher management perform mostly basing on their work specialization matters At first line managers the familiarity with the system and software being used MANAGERIAL COMMUNICATION To meet the communication needs,Warid has used the best communication technology. Warid adopt the communication technology on the basis of effectiveness not on cost As they have acquired all the technology from Ericcsson that is known to be the worlds best vendor. Telephone system Management employs a telephone operator to use the switchboard in order to route incoming calls to the various extensions . The switchboard itself automatically processes internal calls: those made from one member of staff to another within the organization. There is a centralized IP phone system being used in Warid where if an employees is sitting in Lahore and has to dial Karachi they will simply dial the extension number of that employee Features that help the switchboard operator manage calls and messages include: Queuing
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Call Logging Hotline Liquid Crystal Display (LCD) Call Divert Conferencing Computers : It is used for sending and receiving electronic mail messages and viewing business products. Warid telecom every information they want give away is done through proper computerized system if they have to convey a new policy regarding any thing its important that email should be routed through T & D department Teleconferencing: Teleconferencing means using technology to conduct meetings among several people who are in different places Warid is using IP phones system from where any extension number can be dialed in any city of Pakistan Three major forms of teleconferencing are use Audio conferencing Computer Teleconferencing Videoconferencing Audio conferencing is mostly used in Warid where every thing can be communicated directly
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Every single call from IP phones is recorded so can be used as a record and for confidential matters Other means are used like personal mobiles or face to face meetings. Fax Machines: Warid telecom has a universal fax number that is 111111322 It is not only for employees but for the facilitation of the customers as well. Warid has chosen a computerized fax system where the fax received directly comes to the correspondence department email account and is then subjected to the person attention Group Meeting: Groups meetings is one of the usual practice in Warid telecom there are plenty of conference rooms and refresher rooms available for such activities. Sometimes there are meetings of supervisors with teams some times between floor mangers and supervisors and sometimes between managers and floor managers and so on. There are no specific trimmings for that whenever there is a need formal or in formal group meetings are conducted Formal Presentation: Whenever a department comes up with any thing that needs to be communicated there is always a formal presentation for that doesnt matter if the presentation is subjected to first line or for middle or higher management

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Grapevine: The grape vine method is always there as there is a huge number of employees It is mostly followed by the huge bulk of rumors that spread and dies with every passing day BARRIERS IN COMMUNICATION Filtering Filtering is big problem ineffective communication How to overcome filtering There is a two-way communication system in Warid and the filtering is always discouraged and is minimized There is always a sense of sharing between employees and management. But in favor of customers and the company the sharing of the information is done through proper scripting and limitations Selective perception In Warid telecom assumption is said to be a sin. Any information left unattended basing on the selective perception is highly discouraged and every thing has to be taken objectively and efficiently

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Information overload Information overload is one of the problems faced as technology is moving very fast

How to overcome : It is being catered quite efficiently through T & d emails system and daily refreshers and this certainly helps a lot to retain important information Jargon: Internally there are jargons used for communication purposes How to overcome They familiar the jargons to the employees working there And the usage of jargons is encouraged with in the organization But is highly discouraged to use jargons with the customers.

OVERCOMING THE COMMUNICATION BARRIERS

In Warid telecom there no barrier on asking any thing if there is any kind of ambiguity or any confusion. Emails can always be routed back for further queries.

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Simple language is always preferred as the information starting from the high level to trickle down to the first line employees and finally to the customers Use feedback Feed back system is very much encouraged in Warid telecom there are properly designed web pages for taking the feedback from employees and the customers. there is chain emails or direct emails systems developed for feedback in both ways

HR DEPARTMENT FUNCTION JOB ANALYSIS JOB SPECIFICATION JOB DESCRIPTION SOURCES OF RECRUITMENT HIRING POLICY GENERAL HIRING PROCEDURE INTERVIEWS AND TESTS SELECTION POLICY SELECTION PROCESS PERFORMANCE APPRAISAL FACTORS OF APPRAISAL
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JOB ANALYSIS : A job analysis can be used as a starting point for developing a variety of human performance management and development programs, Including employment tests Performance evaluations, and determining training needs A job analysis is an efficient, Cost-effective way to gather useful information about a job. Once this information has been collected, it can be used over and over again (with appropriate updates) for many different purposes List of some information that can be generated from a job analysis: Major job functions or duties Work tasks Skills or competencies Work related knowledge Performance standards and rating scales Career paths Work experience requirements Education requirements Training requirements Future impact Critical situations faced by job holders Comparisons with other jobs (similarities and differences) Decision making authority Physical abilities Work environment factors Certification requirements Competency models
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Activities performed: At the moment in Warid telecom there are approximately 45 jobs being conducted by different people? These jobs have there own description and specifications. And each of the description and specifications are made clear to professionals recruited and selected after a long process. Pay roll policies: Payday is last day of every month. Overtime is double the hourly rate of pay. AL-FALAH bank main branch deal with the distribution of pays for permanent employees. Work schedule: Nine work hours in one shift and one day off during the week.

Break and meals period: One meal and one tea breaks in one shift of 15 minutes each. Meals are allowed in staff cafeteria only for managers in the working place they cant go there and leave there seat. Leaves:

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Annual maximum 12 leaves, sick medical certificate for 3 or more earned max. 7. JOB DESCRIPTION : Detail Job description of the mangers was given to us by the HR manager in which it has JOB TITLE, DEPARTMENT NAME WHOM TO REPORT is given. PURPOSE, RELATIONSHIPSHIPS DUTIES AND RESPONSIBILITIES Below are examples of job description of jobs in Warid telecom Lahore. You can see that JOB TITLE DEPARTMENT REPORTING AUTHORITY PURPOSE RELATIONSHIP DUTIES AND RESPONSIBILITIES Sources Of Recruitment: SCOPE This policy applies to all Warid telecom outlets and offices employees operating under this organization.
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OBJECTIVE The objective of the policy is to ensure that Everyone coming into the organization comes according to a standard procedure To ensure quality hiring at all levels as per company standards and requirements for any given job. GENERAL POLICY All hiring are done through the Newspaper AD. All persons will be hired at each level on merit, As per their qualifications and experience at the prescribed salary and benefits levels HIRING REQUEST People are hired according per need. GENERAL HIRING PROCEDURE An ADD is given in the newspaper. CVS generated by the add are screened Then candidates are called for interviews and selection is done. Once the decision has been made, growth ladder is discussed and salary may be negotiated. The hired candidates are issued an appointment letter (to supervisors and above). The candidates are told where and when to report INTERVIEWS AND TESTS
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People will be interviewed and tested as per the procedure. HOW AN ENTRY INTERVIEW IS CONDUCTED 1. Candidates are given employment application form. 2. The interviewee will fill out the employment application. 3. After the form has been filled, the interview will be conducted. 4. At the end of this round, the interviewer will give her/ his assessment either recommending or not recommending the candidate. CONFIRMATION REVIEW A confirmation will be sent to the candidate selected. There is a interview rating form that is filled by the interviewer the major contents of the form are as follows Appearance and grooming Professional qualification Experience and knowledge job applied for Communication skills in English Balance poise and maturity Potential for growth Reasoning and judgment Computer skills

HIRING FAMILY MEMBERS No two people from same family will be hired within the same epartment or function. VISITING CARDS
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All permanent employees are eligible for company visiting cards within their names and designations on confirmation of their employment. Selection Policy: Selecting the right employee is very important for them; they do careful selection because of their commitment to good service standards They have a motto that if you put in 100% in it - the skys the limit. After selection they give proper training, Good working conditions, Reasonable compensation for the effort, Recognition and reward for a job, Selection Devices: The process of selection goes through only two steps Application form filling Interview In application form they require position required applied for, salary required, if employed anywhere at the moment, if they have any relative working experience in the organization.

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ORIENTATION: In warid telecom orientation period is one week the purpose of orientation is to assist new employee In becoming familiar with the organization In understanding the mission of the organization In understanding their responsibilities within the organization To provide information about academic policies, procedures and requirements Employee Training: In Warid telecom different method are used for employee training On site training On-the-job training Coaching Job rotation Off site training Lectures/seminars Cases studies Computer-assisted instruction Skill Training: Warid telecom want these Skills developed through training methods Effective verbal and written communicationeffective listening Interpersonal Skills Public Relations Skills Technological Skills Workplace Attributes
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Ethical Behavior Individual Accountability Responsiveness Learning from failures/mistakes PERFORMANCE APPRAISAL Performance appraisal is usually done by the immediate Superior that is reviewed by Department head and if action is to be taken it will be done by Human resource manager which will be dually signed by the General manager. FACTORS OF APPRAISAL Personality leadership Professional ability Staff work COMPENSATION AND BENEFITS: Developing an effective and appropriate compensation system is an important part of HRM department. In Warid telecom compensation and benefits include Medical facilities Bonus pays on eid Pay double wages if employee come on holidays Mobile phone facility Life insurance Free lunch Pick and drop service
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