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Human Resource and the Telecom Industry

In every aspect of the corporate or non corporate world today rather it can be
said that in every walk of life that is sustained on this planet the most essential
of all is the human element. Human Resource is undeniably the most important
of all potential resources both within and outside and organisation. Human
Resource management hence implies basically nothing but the simple
management of resource that contains the human element. It means building
profitable management relationships by existing and cooperating with other
employees or rather harmonising with the human element in an organisation to
obtain maximal work efficiency so as to assist in achieving organisational goals,
this is applicable to all corporate entities and at all levels of an organisation.
Human Resource management is hence an undeniable essentiality.

When Seen from the industry relevant or industry sensitive point of view it
maybe said that though all industries and all levels of business require human
resource and human resource management, each type of industry has its own
requirements and own nature of work force requirement.

The Telecommunication Industry like any other hence has its own set of technical
requirements and work force related needs. With the constant change and
development in the information and technology scenario of today the
telecommunication industry has become a central pivot into continuously
yearning to satisfy the ever changing needs of its customers and to make this
possible it needs a considerably large work force both at the front end as well as
the back end i.e. both at managerial and field and technical level.

The Telecommunication Industry today is so huge and rakes in an even more


humungous amount of revenue to the economy under which it exists. For a
profitable existence it must hence ensure that it has an efficient work force
managed with at most care and in most profitable means.

Human Resource in the Telecommunication industry is broken up into various


levels hypothetically. The First Level as in every organisation is the
administrative level at the administrative level there lie the board of directors,
corporate heads, CEOs etc..but the point of essentiality to note is that within a
telecom industry even at level one there exist technically qualified personnel a
chief technical advisor would exist who has full knowledge of the complete
functioning of the technical framework for instance he would be able to make
transparent through his knowledge to other top executives the current status of
their range of offerings and the technicalities such as number of towers, range of
each tower, signal strength, speed of data transfer etc and any errors and short
comings arising out of any of the requirements and give a direct estimate to his
colleagues by interpreting pre-existing information or by providing information
from his personal analysis of raw data relating to the persistent situation.
The Second Level or level 2 of the hypothetical framework would include the
departmental heads and managers of focused teams. The Departmental heads
are the heads of each department within an organisation. In case of a
telecommunication company there would be multiple technical and non-technical
departments the usual being the marketing, sales department, a separate
human resource department, a customer service department, an information
technology department, a research and development department and lastly an
on field technical department.

All other departments here would be what their name suggests such as the
marketing department aims at marketing the product, the human resource being
the centre of importance in relation to this topic would be the epicentre of our
concern as it involves the human resource directly however not being the sole
container of the human element elaboration shall not be laid much into this
department alone as it is quite general and not specific to this company or
industry. Shedding light on the much company specific or industry specific
departments it is of considerable importance to mention the importance of
implementation of personnel in the customer service department, information
technology department and research and development department and lastly
the on field technical department. All the above mentioned require a largely
skilled work force the R&D would require highly intellectual individuals to head
this department to bring about profitable outcomes of research processes
experimental implementations while the information technology department
would require similarly skilled individual with a slightly lower requirement of
technical qualification but must have a very able work force capable of
undertaking large scale of operations and taking appropriate decisions involving
intricacies. The On field technical department would involve the proportion of
work force which is required to be on call for availability for as many possible
hours a day as their nature of work would involve emergency rendering of
maintenance services etc in case of signal downturn etc. Finally the Customer
service department would involve what would be simply summarised as a work
force well qualified in terms of information of both sides a bit technical and a bit
informational but at the same time should have a bit of the “people’s person”
qualities to be able to reach out to the consumers and be able to cater to their
needs appropriately and take necessary actions to assist in rectifying errors and
handling grievances.

The Third and Fourth levels of the hypothetical framework are merely offsets of
the second levels as they include the individuals who are at the middle and lower
levels of the hierarchy who may or may not fall into the departmental
segregation. It includes the supervisors the middlemen departmental link
workers (rather the people who work across departments such as a technical
advisor part of the technical work force acts as a person who dispatches
information that can be used by the marketing or sales department or customer
service department) and finally the field workers lower level of workers and the
desk end employees i.e. the company representatives who work towards
maintaining the current customer status and assist towards promoting and
gaining new customers therewith.
Though the above framework has been said to be hypothetical it has been given
this tag purely for the purpose of consideration on a general note as in actuality
there may be one of more offsets and variations in the human resource
implementation or the organisational infrastructure of a telecommunication
industry or a telecom company as the case maybe.

Hence it maybe said that Human Relations and Human Resource Implementation
are of prime importance and largely determine the effective functioning or
profitability of a telecommunication (or any other) industry. To any industry a
motivated human resource implies maximum efficiency in operations and
maximal output. Human Resource to industry is what oxygen is to human
existence certainly a most aptly quoted statement in this regaurd.