Академический Документы
Профессиональный Документы
Культура Документы
Fahad Iqbal
ACKNOWLEDGEMENT
All Praise to Allah. First and foremost I thank Allah, the Generous, for having finally made
this effort a reality. I praise Him because if it were not for His Graciousness, it would never
materialize.
I’m extremely grateful to my course instructor’s entire course instructor. who spent a lot of
valuable time with me and gave all the related information and expertise very generously
about related courses.
I thankful to UFONE PTML and its employees who provide the platform to complete my
internship successfully, specially thanks to Sr. Manager HR Abdul Rehman Fiasal, Astt.
Manager HR Farooq Naeem Sofi, Sr. HR Ex. Waheed Anwar, HR Ex. Raza Hussain, and HR
Ex. Mohammad Shawzib.
At last I, express our deepest gratitude to all those who contributed directly or indirectly to
bring this report to this final format, because I would never have been able to achieve this by
my self.
TABLE OF CONTENTS
EXECUTIVE SUMMARY......................................................................................................1
1 INTRODUCTION.................................................................................................................2
1.1 BACKGROUND OF TELECOM INDUSTRY IN PAKISTAN..................................................................2
1.2 INDUSTRY BACKGROUND AT INTERNATIONAL LEVEL.................................................................2
1.3 COMPANY BACKGROUND.......................................................................................................3
1.3.1 History of Ufone........................................................................................................3
1.3.2 Mission Statement.....................................................................................................3
1.3.3 Vision Statement........................................................................................................3
2 COMPANY ANALYSIS.......................................................................................................4
2.1 OPERATIONAL ANALYSIS........................................................................................................4
2.1.1 Operating Performance............................................................................................5
2.2 FINANCIAL ANALYSIS............................................................................................................6
2.2.1 Ratio Analysis of Ufone............................................................................................6
2.2.2 Future Financial Plans.............................................................................................6
2.3 HUMAN RESOURCE ASSESSMENT AT UFONE............................................................................7
2.3.1 Recruitment At Ufone................................................................................................7
2.3.1.1 Internal Recruitment...........................................................................................7
2.3.1.2 External Recruitment..........................................................................................8
2.3.1.3 Direct Applicants................................................................................................8
2.3.1.4 Referrals.............................................................................................................8
2.3.1.5 Advertisements...................................................................................................8
2.3.1.6 Private Employment Agency.............................................................................8
2.3.1.7 Through Vendors (Outsourcing)........................................................................8
2.3.1.8 Electronic Recruiting..........................................................................................9
2.3.2 Recruitment Procedure.............................................................................................9
2.3.2.1 Replying To Candidates.....................................................................................9
2.3.2.2 Scheduling Interview..........................................................................................9
2.3.2.3 Screening Process...............................................................................................9
2.4 MARKETING ANALYSIS........................................................................................................10
2.4.1 Marketing Department............................................................................................10
2.4.1.1 Brand Marketing Department...........................................................................11
2.4.1.2 Value Added Service (VAS) Department........................................................11
2.4.1.3 International Roaming Department..................................................................11
2.4.1.4 Marketing Operations.......................................................................................12
3 ENVIRONMENTAL ANALYSES....................................................................................12
3.1 INDUSTRY & MARKET ANALYSIS..........................................................................................12
3.1.1 Major Product Lines & Market Segments..............................................................12
3.1.1.1 Ufone Product Lines.........................................................................................12
EXECUTIVE SUMMARY
This project has been undertaken in order to highlight the Human Resource Practices of
“Ufone”. It’s all about YOU its all about “Ufone”, a company very highly spoken of these
days. A company paying more attention to its customer’s delights rather then the customer’s
satisfaction. Ufone is a company starting from scratch and has shown utmost performance in
the last four years. Ufone owes its success to its employees believing that providing
employees with job satisfaction, motivates them to work hard and provide better results.
Proper planning is Ufone’s strongest point; all the products that they have launched so far are
backed by wise strategies with proper market research and massive advertisement campaigns.
Decisions are taken at top level with some participation from the lower levels showing that
they do comprehend the worth of Group decision-making. However goal setting is a
procedure dedicated to only the top management. Working on newer technologies is a
specialty of ufone
1 INTRODUCTION
1.1 Background of Telecom Industry In Pakistan
Today information has become the most vibrant force and factor of production in the new
economy. The foundation of the information infrastructure is the telecom system. Initially,
the telecom industry was monopoly. The world started to see an initiation of reform in this
sector from early eighties of previous century. In Pakistan the liberalization of telecom sector
started in early 1990s. The real defining moment was the passage of Telecom Re-
organization Act of 1996, which established the Pakistan Telecom Authority (PTA) as
independent regulator of the sector and set timeframe for ending the PTCL monopoly. This
act paved the path for liberalization of the telecom sector in line with the global trends and
Pakistan’s commitment to the international treaties like WTO.
In April 2004 Pakistan Telecommunication authority (PTA) awarded two new licenses under
an open auction process for a fee of $291 million. These were purchased by two companies
namely, Warid telecom and Telenor. Telenor started its operations on March 15, 2005. Al-
Warid started its operations on 23rd May 2005.
The cellular industry had been offering attractive rewards and pays since the beginning.
However, with the introduction of the two new companies Telenor and Al Warid, the pays
and rewards have taken a rise. The two new companies especially Telenor have been able to
attract highly qualified workers of two main companies namely Ufone and Mobilink by
offering them higher pays and rewards. Keeping this in view, the Mobilink and Ufone had to
revise their pay plans and rewards. Currently, there is tough competition in the cellular
industry and all the companies are trying hard to attract, retain and motivate their employees
by offering them attractive pay packages.
results suggests the market could be on pace for a double-digit rate increase for the full
calendar year.
During the year Ufone successfully completed the network expansion of Phase IV in existing
as well as in new cities and towns, which amounted to more than US Dollar 170 million. As a
result the asset base of the Company has increased from Rs. 20 billion to Rs. 27 billion.
During the year Ufone adopted the policy of simplified tariffs with no hidden charges, which
resulted in positive impacts on the usage trends of subscribers as well as total subscriber base,
which has increased from 2,579 k in June 2005 to 7,487 k in June 2006. Ufone currently
caters for International Roaming to more than 200 live operators across 121 countries and
introduced International roaming facility for Prepaid subscribers in Saudi Arabia, United
Kingdom, United Arab Emirates, Singapore, Portugal, Thailand, Cyprus, Bangladesh,
Uzbekistan, Tunisia and Kuwait with lowest rates, featuring no security deposit and
activation charges. GPRS Roaming facility is available with more than 90 Live Operators
across 66 countries. The company has also been awarded a new License for providing
cellular services in Azad Jammu & Kashmir and Northern Areas.
In order to evolve with our customers and to keep pace with your needs, we rejuvenated and
revamped our image by changing our visual identity. At Ufone we understand the value of
words and the need to communicate effectively and efficiently at all levels of society, which
is why our primary focus is on U, our valued customers bring strength to our company.
With a fresher look than is accepted and appreciated across the board by people of all ages,
we aim to connect with you and provide you state of the art services. No matter who you are,
where you are, what you want to say, how you want to say it or how you feel, you are our
focus. Because at Ufone, it’s all about U,
2 COMPANY ANALYSIS
2.1 Operational Analysis
When a company wants to compete in innovation, it needs to maximize flexibility. Flexibility
is maximized by aggregating work into larger, holistic pieces that are executed by teams of
higher wages, high skilled workers. Giving the units their own support systems and decision-
making authority to take advantage of local opportunities in regional or specialized product
markets also enhances flexibility.
Keeping in view of all these factors the structure of Ufone is designed i.e. the overall
Structure of the Ufone is Divisional (More flexible and innovative). Mainly Ufone has four
regions and within those regions the structure is functional .The decision making authority is
centralized at the top but within the regions it is decentralized i.e. regional heads have to
inform top management before making any decision
Board Of Directors
CEO
Project Director
HR Business
& Unit Quality
Admin Khi/Lhr/Fsd Assurance
This is what Ufone looks from the organizational hierarchy point of view. There are eight
different departments each headed by a Project Director. They report directly to the CEO.
There are four BU (Business Unit) each Project Director is responsible for these eight
divisions. BUs are divided geographically into three divisions
Finance
Engineering
Customer Care
HR hires the best people to work and
Marketing & Sales adjust them into these four departments
according to their specialization. HR
Human Resource
conducting its best practices to recruit,
Busines Units Khi/Lhr/Fsd train and motivate their employees.
Information Systems
Quality Assurance
Provision of quality service to the customers is of utmost importance for the progress of any
service-based company. At Ufone the management is mindful of the same and has been
constantly endeavoring to enhance the existing facilities. Therefore operations at Ufone are
all planned and carried out in such a way so as to maximize operational efficiency and
customer satisfaction.
Although it is the subsidiary of the Pakistan Telecom Company Limited (PTCL), Ufone
carries out its operations autonomously under the license of Pakistan Telecom Mobiles
Limited (PTML). The company head office is established in Islamabad (F-7 Markaz), which
serves as the center for all its strategic activities.
Ufone’s operational performance has been very encouraging. Despite the stiff competition in
Pakistan telecom market which has led to reduction of prices to bare minimum level, due to
its aggressive policies and exercising strict control over expenses the Company managed to
improve its revenue and after-tax profit by 87% and 54% respectively, as compared to last
year.
Since Ufone is an SBU of PTCL therefore they are not authorized to disclose their profits
separately. For the same reason PTCL’s financial statement incorporates the profits earned
through its mobile operations and the figure are displayed in their annual reports.
existing cities, Ufone has finalized a huge network expansion contract amounting to about
USD 550 million, which will enhance the subscribers’ capacity by 10 million. This is the
largest ever expansion project of Ufone.
A strong focus will be on maintaining high quality of service, which is always a benchmark
of Ufone, increasing usage and exploring new revenue streams on value added services,
market visibility through various market initiatives to fulfill subscribers’ satisfaction and
demand and above all to increase the value of investment for the shareholders.
Many monitory and non-monitory incentives are provided to the employees for the purpose
of, motivation, and retention. Company perks, paid leaves (in certain cases) and medical
benefits are a few to mention. In spite of these measures employee retention is quite low at
Ufone. A lot of new employees, both at managerial as well as non-managerial levels are
found leaving the organization after just a few months of joining. Similarly new employees
are hired to take their places.
One of the reasons lies in the fact that although the company is providing its members with a
lot of benefits, the work load on them is very high. Employees work for longer than just 9 to
5:30 (the official work timings). Sometimes even staying for as long as 10 at night -
especially during a busy season (year end etc) or at the launch of a new campaign. Due to this
many employees find themselves unable to create a balance between their personal and
professional life and thus avail the first better opportunity out!
Also since the telecom industry is still at its growth stage and a recent entrance of three new
telecom service providers in the local market, many experienced employees find themselves
with more and better job opportunities
In the case of internal recruitment people from within the organization are promoted to fill
the vacant vacancy. The HR department and the relevant department in which the vacancy
exists, analyze whether there an employee within the organization exists, who most
appropriately meets the requirements of the particular vacancy. If more then one employee is
eligible for the vacancy; then that employee is chosen who has the most outstanding record.
After the promotion the employee may be sent for further training. The effect of internal
vacancy is that it motivates the employee to perform their best and produce maximum output.
It also creates a healthy competition amongst the employees. The hiring from within may
have a trickle down effect i.e. the opportunities spring not just from the first vacancy but from
the vacancy created when a person in the company fills that vacancy.
If the organization feels that none of their current employees can fill out the new vacancy
then they hire from external sources. In this case the human resource management considers
other departments in the organization that might be interested in the appointment in order to
make it a joint effort. They talk to relevant supervisors and especially to the people the new
person will work with. A set of expert panelists is then selected from each relevant
department to interview applicants
2.3.1.4 Referrals
By advertising a post internally Ufone gains an added benefit, which is; the current
employees may pass the information on to any interested friends and relations. Word of
mouth is also a valuable recruitment method for them and they draw on all appropriate
contacts they have
2.3.1.5 Advertisements
Since most of the posts are of a specialist nature, they intend on advertising in the journals of
professional bodies and the trade press. Their next step is to find out how much adverts cost
for varying amount of space and decide what they can afford.
The HR management has hired the services of Interflow, an advertising agency, to propagate
their service and company for them. They are also using the services of a web designer,
Eveready media, to post the advertisement of the company on the Internet.
The private Recruiting agencies collect information from unemployed as well as employed
people about their skills and experiences. These agencies attempt to find some one suitable
using its computerized inventory database of suitable individuals. These agencies charge
Ufone for the referrals.
Ufone also do outsourcing for the purpose of recruitment they hire firm, which will provide
employee Ufone to work in the organization, but the employee will remain employee of that
firm not Ufone, and this is the most common method followed by most of organization these
days. Lower management at Ufone is comes through outsourcing.
The growth of information superhighway has opened up new vistas for organizations trying
to recruit talent. Ufone is make full fledge use of this new technology, and it uses its own web
page to advertise for new job openings.
Another aspect of the electronic recruiting is that individuals don’t have to physically go to
the head office to drop their CV’s. They now can simply use the e-CV format provided by
Ufone on its home page. The e-CV is then transferred to the relevant database or the HR
department.
How tailored the reply is to the particular job and Ufone as an organization.
The candidates that do not match the job are contacted as quickly as possible and dealt with
courteously since the HR management believes in the philosophy that these people, and their
relatives and friends, may be future customers or acquaintances of potential, future
applicants. Those that match the job are called over to undertake an on-line evaluation test.
The candidates that pass the on-line evaluation test are then called for interviews. A date and
a time are arranged and the candidate appears for the interview. The questions of this
interview are designed especially for gauging the personality and ability of the candidate.
The results are screened by a set of panelists in order to minimize chances of error in
selecting the candidates. The HR management sometimes keeps a small number of candidates
in reserve.
Ufone invests heavily on its advertising budget and its commercials are not only aired on TV
and radio but are also printed in the leading newspapers and magazines of the country. Huge
billboards and banners have also been put up at eye catching locations in different cities,
advertising the latest new services being offered. It also participates in sponsoring various
theatre and stage plays in various cities along with live rock concerts held across the country.
Cricket matches are another area in which Ufone ads are commonly viewed. It even allows its
subscribers to receive wicket alerts and download animated video clips of falling wickets and
via its MMS service.
At times Ufone has even restored to aggressive marketing strategy in order to gain a larger
market share. They are using dumping strategy to gain maximum market.
Brand Marketing
International Roaming
Marketing Operations.
Marketing
Brand marketing department of Ufone deals with the advertisement agencies, all the ad’s
shootings, animation, posters, billboards, TV ads, radio newspaper etc. They Create ideas ot
hire some firm to make their up coming promotion.
Value added service department deals with the different packages related with the ufone
connection, they do research and market analysis to find out customer needs and then design
vale added package for those customer like for example these days most famous value added
package is 1000 SMS is Rs 75 which can be activated by dialing 777 from the Ufone prepaid
connection.
Voice Mail: Ufone Voice mail lets you receive and store messages when you are
unable to attend your calls; if your phone is switched off, not responding, busy or out
of coverage.
SMS: With Ufone's Short Messaging Service you can send unlimited messages to
your friends, loved ones and colleagues
GPRS: Ufone GPRS allows you to check your e-mails, chat with friends or browse
the internet from your mobile phone
MMS: MMS allows you to send photographs or video clips to an email or another
Ufone. International SMS:
International SMS: You can now send unlimited messages to 449 operators in over
169 countries all over the world at a standard SMS rate.
Downloads: Ufone provides a wide range of downloads for your mobile in form of
Java Games picture messages, color wallpapers, ring tones, logos etc.
International Roaming department deals with people who went across the country boarder
with Ufone SIM with international roaming activated. I more frequently related with the
people who went for Umrah and Hajj.
Marketing Operations department at Ufone deals with all non-electronic activities like
billboards, outdoor, sponsorship, event-sponsorship, franchise out-wall and in-wall
monitoring
3 ENVIRONMENTAL ANALYSES
The environment of any organization plays a very vital role in bringing out the inner qualities
and talents of people. On entering the Ufone office, what strikes a person most is their
atmosphere and decor. The atmosphere of the Ufone head office is a very pleasant one, with a
large impressive lobby welcoming the distinguish customers. The décor includes glass and
steel walls. This communicates that Ufone has effectively dealt with its most toughest and
delicate issues with care.
To make the atmosphere more pleasant, a touch of greenery has been added, to communicate
that Ufone is an eco-friendly organization. The security check on entering the majestic hall
gives the customer a sense of security. It requires the person visiting the office to sign an
entry form and wear a badge.
All these things made the office informally communicate that it welcomed customers and
guests, but the most important element that makes this backdrop complete is the employees,
all formally dressed, communicating that the organization strictly adheres to dress code.
Prepaid
Post paid
There are two basic products of Ufone “Ufone Prepaid” and “Ufone Postpay”. Both pf these
products are available at their franchise for public.
Ufone Prepaid
Ufone Prepaid is with a wide range of products and features your Ufone Prepay connection is
a complete communication solution that offers you SMS, GPRS, MMS, Call Features,
International Roaming and a variety of amazing Mobile Products
You can send and receive text messages up to 160 characters per SMS. If your handset
supports more than 160 characters, one SMS will be sent for every 160 characters. You can
exchange text message both nationwide & worldwide.
You can find out the caller’s number automatically before answering the phone as it is
displayed on your handset.
Call Waiting
Call Waiting allows you to receive calls while in conversation with another caller. To activate
your call waiting please call 333.
Voice Mail
Voice mail lets you receive and store messages when you are unable to attend your calls; if
your phone is switched off, busy or out of coverage. To activate your voice mails please call
333. To retrieve your voice messages please dial 191. You can enjoy message storage
capacity of 10 messages.
Phonebook Saver
With GPRS (General Packet Radio System) you can access emails, browse the internet, send
and receive multimedia messages from your handset.
Internet Access
You can access the internet by simply entering the desired website address on your phone’s
internet browser
MMS
This service allows you to send and receive pictures, sound & video clips.
Emails: you can access your office emails and internet based emails using the GPRS enabled
handset.
Prepay IR
Now roam in various important destinations worldwide with the most affordable and
economical tariff offering. For details please call 333 from your Ufone.
Ufone Postpay
Ufone Postpay is a brand that keeps up with you, understanding your drive for victory in the
business arena and your sense of belonging in your personal life. On Ufone postpaid they aim
at providing you with the most superior mobile phone services, widest quality network & best
customer services for you on your journey to success. It have following features;
Virtual Private Network (VPN): Your own private network within the Ufone
network.
GPRS: Internet Access on your GPRS enabled phone & mobile office so you can be
in touch with business while you are out and about.
Exclusive Customer Care: with personal service to help set up your phone to suit
your needs.
Exclusive Rewards: that you will receive on using your Postpay connection.
There are two basic products of Mobilink they are given as following;
Jazz
Indigo
These products have following VAS characteristics.
SMS
Web-SMS Chat
On Call Services
Dedication Service
Mobile Banking
Fun Messaging
Payment Solutions
G-Mail
Stock Watch
There are two basic products of Telenor “Telenor Prepaid” and “Telenor Postpaid”. Both of
these products are available at their franchise for public.
Telenor Prepaid
Telenor Postpaid
Telenor Postpaid connection is the billing package with lots of value added services for their
user.
GPRS: Which gives you high speed WAP on your handset and Internet connectivity
anytime, anywhere
MMS: So you can enjoy sending and receiving Multi Media Messages
Downloads: Now you can select and receive the latest ring tones, pictures, background
themes and games
WAP: Keeps you up to date with the latest happenings in news, entertainment, sport,
downloads and much more
There are two basic products of Warid Telecom they are given as following;
Zem Prepaid
Zahi Postpaid
3.1.1.5 Paktel Product Lines
There are two basic products of Paktel they are given as following;
GSM Prepaid
GSM Postpaid
Unlike the landline connections, the growth of mobile phones has smashed all bureaucratic
hurdles of the landline phone connections. Market experts are of the opinion that call charges
are still on higher side which are hampering further growth of this sector. They hope that
further growth of this industry calls for reduction in call charges, as a large market was still
untapped in Pakistan due to cost factor.
However, the overwhelming growth of cellular phones in a poor country like Pakistan is a
win-win situation for investors in this sector.
Mobilink
Telenor
Waird Telcom
Paktel
3.2.1.1 Mobilink
Mobilink offers tariff plans that are exclusively designed to cater to the communication needs
of a diverse group of people, taking into account occasional users to businessmen.
Mobilink GSM started operations in the year 1994, from then on it has shown enormous
growth. At the time when it entered the market it was a small player in the cellular market of
Pakistan it is now the market leader both in terms of growth as well as having the largest
subscriber base in Pakistan.
Telenor Pakistan launched its operations in March 2005 as the single largest direct European
investment in Pakistan, setting precedence for further foreign investments in the telecom
sector. In a little over two years, they have grown to become a leading telecom operator in the
country. In fiscal year 2006, they achieved nearly 200% growth in our subscriber base – the
highest in the industry by a wide margin.
They are the fastest growing mobile networks in the country, with coverage reaching deep
into many of the remotest areas of Pakistan. In the most difficult terrains of the country, from
the hilly northern areas to the sprawling deserts in the south, at times they are the only
operator connecting the previously unconnected.
They are keeping ahead by investing heavily in infrastructure expansion. With USD1 billion
already invested, they have extended agreements with our vendors for network expansion and
services until 2009. The agreements, with a potential to result in USD750 million worth of
orders from Telenor Pakistan, are some of the biggest of their kind in the industry.
They are spread across Pakistan, creating 2,200 direct and 20,000-plus indirect employment
opportunities. They have a network of 15 company-owned sales and service centers, more
than 200 franchisees and some 100,000 retail outlets
Warid Telecom takes pride in being backed by the Abu Dhabi Group, one of the largest
groups in the Middle East and the single largest foreign investor group in Pakistan. It has a
diversified business interest in the institutions that have enjoyed commercial success as a
result of its strong financial resources and extensive management expertise.
Warid Pakistan launched its services in May 2005. Within 80 days of launch Warid Pakistan
claims to have attracted more than 1 million. users. According to Pakistan
Telecommunication Authority, currently Warid Telecom has more then 10 millions
subscribers in Pakistan. And is ranked as the fourth largest operator in Pakistan. Warid
Pakistan claims it has the largest "post-paid" subscriber base.
3.2.1.4 Paktel
Paktel started its commercial operations in Pakistan in November 1990 as the pioneer of
Cellular telephony with an AMPS network which was converted to TDMA (Digital) in 2003.
Due to innovation in the sector (primarily in Europe), GSM quickly gained popularity all
over the world and became the technology of choice leaving AMPS/TDMA far behind.
Paktel finally decided to convert to GSM on October 26th 2004 with the launch of 31 cities.
The current coverage footprint consists of 341 cities.
Paktel’s principal shareholder was Millicom Pakistan B.V, which held 98.86% equity of
Paktel. Millicom Pakistan B.V. was a 100% owned subsidiary of Millicom International
Cellular S.A. Millicom is a global telecommunications operator with ventures in 16 countries
worldwide including countries in Latin America, Asia and Africa.
On 13th November 2006 Millicom announced that it planned to exit from Pakistan due to its
inability to generate returns on investment in Paktel at the levels required by Millicom.
On Feb 13th 2007 Millicom announced that it had completed the sale of its 88.86 per cent
shareholding in Paktel Limited to China Mobile Communications Corporation which
finalized Millicom’s exit from Pakistan. China Mobile has aggressive plans for Pakistan and
this will be a new beginning for Paktel.
Ufone 21%
Mobilink 49%
Telenor 11%
Paktel 5%
Mobilink’s goal is to increase ARPU (Average Revenue per Unit). Penetrate into the markets
by product and pricing strategies. It started with image positioning product but now they are
getting into masses.
Instaphone have unique technology positioning. Telenor is targeting modern generation. They
have also heavily invested in advertising.
Capture the maximum market strength by penetration and provide coverage all over the
country accordingly.
Paktel has also a low price positioning. But its customers are rather confused. They have
undercut their prices, specially prepaid will be positioned as low.
Telenor's previous activities in Asia have focused on the development of mobile networks
from scratch, and so the current activity is a continuation of their previous successful strategy
For any operator, in selecting GSM technology, there are two routes to follow. Either start as
a technology leader with large investments in GSM / GPRS / EDGE technology or start a
phased roll out and adopt a “build as they come” approach, using infrastructure sharing and
roaming arrangements to provide coverage to its users. The first approach allows the operator
to charge a price premium and rollout services on top of its higher speed network. The second
approach is accompanied with a price discount strategy capturing the low-end market
segment in the initial phase and moving on later to the higher margin customers.
If an operator selects CDMA technology, it might have a couple of advantages. At this time,
services offered on the CDMA networks in US, Japan and Australia are much faster as
compared to the GSM / GPRS /EDGE standard. Another benefit for CDMA is the enhanced
network capacity and spectral efficiency in the CDMA network as compared to a GSM /
GPRS network and the availability of CDMA EVDO high-speed data infrastructure. If an
operator wants to roll out a CDMA network, the commitment will be much higher in terms of
initial capital expenditure, since a nation-wide network would be required to launch service
and infrastructure sharing or roaming would not be possible with existing GSM operators.
On the other hand, for a GSM operator, the initial investment can be much less if roaming
and infrastructure sharing is to be used. However, in the long term, there will be no product
differentiation between similar GSM networks except marketing and price competition. For
a GSM based operator in the Pakistani market, there is less risk and less return while for a
new CDMA operator there is higher risk and financial commitment but it also offers a
probability of higher returns in the future.
3.3.2 Innovations
Using its GPRS enabled network, Ufone launched innovative services, and mobile
applications such as games, video clips, etc, and introduce MMS multimedia messaging. The
cellular technology is growing at a fast pace. Each year a new innovation is rolled out leaving
the old ones obsolete. Some of these recent innovations, which are currently being used in
Pakistan, are stated below;
4 INTERNSHIP DEPARTMENT
4.1 Department Worked During Internship
Working in the Human Resource Department (Operations) of best cellular and a well-reputed
organization was an opportunity in itself for me.
The idea of internship before formally joining any organization is to enhance ones
interpersonal skills, confidence, to gain a sense of responsibility and to acquaint oneself with
the overall office environment of an organization.
This period was a chance to learn the basic office operations, policy and procedure, recruiting
and selection, orientation programs, training preparations meeting the deadlines, submission
of projects, interactions with peers and superiors. Fortunately it was a fair chance not only to
learn and overcome the shortcomings not only by the guidance of the colleagues but also by
the diversity of nature of interactions.
Completed internal audit for contractual employees and conducted meal survey.
Maintaining the database for new hiring, transferring, promoting and firing of
employee. Filing and maintaining the records of all documentation and information.
HR Department
Training HR Outsource
& Operations Operation
Development
There are three Sub units of Human Resource Department at Ufone which are given as
following;
HR Operations
Outsource Operation
The above 3 sub depts. Do the following tasks;
Recruitment.
Employee Motivation
Retention of Employees
Employee Awards
Senior Manager HR
HR Manager
Assistant Manager HR
Senior HR Executive
HR Executive 23
Human Resource Management (Internship Report)
Advice (on personnel policy, labor agreement, needs and welfare of company and
employee development).
Benefits and Services (insurance programs, Transportation facility, sick leave pay
plans, loan funds, LFA salary, Yearly bonus programs along with special bonuses for
achieving high targets).
Human Resource Planning (right number of qualified persons available at the proper
times, performing jobs that are useful to the organization and which provide
satisfaction for the individuals involved, goals and plans of organization, current
human resource situation including skills inventory, human resource forecast
including comparison of projected future demand for employees with projected
supply, designing programs to implement the plans of recruitment, selection,
performance appraisal, transfer, promotion, training, motivation, compensation, audit
and adjustment).
Proper forecasting is lacking in this organization from which they cant predict supply
and demand for various of human resources to predict areas within the organization
where there will be future labor shortage or surpluses hence by not implementing
complete forecasting system they are unable to predict the areas where there are
surpluses specially in the customer service.
As marketing is there core competence they fail to get the best candidate at times
because of their weak forecasting system.
No overtime facility is given to the permanent staff by which they get de motivated
due to their work overload. No plans have yet been implemented to overcome this
problem. What I have analyzed, that due to this problem they can’t properly entertain
and satisfy their customers and many employees leave this organization due to their
weak planning work schedule.
There is no concept of temporary workers, which is also hampering their cost because
through that they can save thousand of money.
Lack to follow due process policy. Due to this they are losing their ace employees.
Due to lack of proper advertisement they are unable to grab the best employees for
their organization.
They are not following the lead the market pay strategies due to which they are
suffering from high turnovers
GSM technology.
It has a strong brand identity. It has successfully projected itself as a company meant
to serve its people.
Electronic Voucher Distribution (EVD) is a great new re-charge option for prepaid
subscribers that doesn't relay on the availability of scratch cards for topping up their
Ufone credit. This service is great because it ensures that the credit require for Ufone
connection will always be available on-demand.
Weakness
Ufone being a government organization has relatively less human and financial
capital available as compared to its major competitors that are subsidiaries of large
multinationals such as Mobilink and Telenor.
Customer services provided by Ufone are not according to the requirements of their
customers.
Opportunities
There are vast opportunities of growth as market penetration rate of the cellular
market of Pakistan is only 2.3%
The introduction of new technologies in the cellular industry has increased the
demand for it along with reducing the operation costs for these companies.
Ufone can develop direct relationship with retailers on large scale through Electronic
Voucher Charge.
Ufone can further improve its network in order to make more loyal customers.
With the globalization of the world Mobilink can further increase its market.
They should call in at different universities and offer jobs there for students to give
them employment in the organization. They can post their job advertisements on
university bulletin boards and also ask the fresh graduates for walk in interviews.
Threats
Just as Telenor, Ufone’s greatest threat is its competitors especially Telenor and Al-
Warid. These companies have introduced new technologies with consumer friendly
packages. Ufone will have to devise its defensive strategies tactfully in order to retain
its share in the market
Changing technology is also a threat for Ufone because things are changing so
frequently in the market with the change in technology.
They should follow the world standard or the HR 360 degree standard where not only the
boss evaluates the employees but the whole panel and the colleges and sub ordinates also
evaluate the employee on work performance.
Motivation
Again although Ufone HR management says that it motivates its employees but according to
the employees there is no motivational aspect present which gives a positive impact.
Ufone does not follow a very professional attitude and a lot of biasness and personal
favoritism is present and employees are also evaluated on the personal relations with their
respective upper management with out taking performance much into consideration.
8 BIBLIOGRAPHY
Human Resource Management
By: Decenzo Robbins
Management
By: Weihrich koontz.
Organizational Behavior
By: Stephen P. Robbins
Principle of Marketing
By: Philip Kottler
www.ufone.com
www.mobilinkgsm.com
www.telenor.com.pk
www.waridtel.com
www.paktel.com
www.ptcl.com.pk
www.pta.gov.pk