HR PRACTICES OF MOBLINK

GROUP MEMBERS
NAJAM UL SAHAR

MAHAM IBRAR

HINA ZAHID

1
 Background
Mobilink vision is to be the leading Telecommunication Services Provider in Pakistan by
offering innovative communication solutions for their Customers while exceeding
Shareholder value & Employee expectations. Although they have succeeded in their vision
but man has an inspiring nature. They are going towards more and more betterment .The
organizational structure of Mobilink is customer responsive. The hierarchy manner of
Mobilink is quite different. It has its own unique kind of hierarchy manner. The devise for the
hiring an employee is on the basis of interviews. Mobilink also hold the HUMAN
RESOURCE PROCESS, including job analysis and job specification. Employee motivation
is the part and parcels of the Mobilink management. They have motivated their employees
through different kind of appraisal packages like giving the gifts. The decision making is
rational and analytical .Decision making is on the top level. So there is employee
empowerment but up to some extent. Mobilink is really and large kind of organization
maintaining a very strong management .They are looking forward by making efforts in all
kind of departments within the organization and claim that they might be the biggest
telecommunication organization in Pakistan. According to PTA statistics, Mobilink has 29.55
million customers by July 2009.

VISION STATEMENT

“To be the leading telecommunication services provider in Pakistan by

offering innovative communication solutions of our customers while
exceeding shareholder value and employee expectations”

MISSION STATEMENT

“To be the unmatchable mobile system of communications in Pakistan this

provides the best value to its customers, employees, business partners and shareholders.”

PRODUCTS
In Pakistan Mobilink offer tariff plans that are exclusively designed to cater the
communication needs of a diverse group of people. To achieve this objective, Mobilink offer
both Post Paid (Mobilink Indigo) and the Prepaid (JAZZ) solutions to its customers.

2
MOBILINK JAZZ

Jazz prepaid is an exciting and energetic offering of Mobilink, targeting specifically those
enthusiastic teenagers, Middle class and the youth market of the country, wishing to enjoy
freedom, fun, lower rates and a package that matches their personality.

MOBILINK INDIGO:

Mobilink re-launched its postpaid services on the 11th of May, 2004. Under the brand name
Indigo, it ignited an evolution in the communication industry redefining the essence of the
post-paid services in Pakistan.

Not only Indigo and jazz, Mobilink have more products which are given below:
 Mobilink Blackberry
 Mobilink PCO
 Mobilink WiMAX
 Mobilink TV
 Mobilink Game ON
 Jazz Cricket SIM
 Conference Bridge
 PSO Cards
 PIA Reservations
 Stock Watch
 Fax Mail
 Corporate SMS

MOBILINK'S VALUES:

Total Customer Satisfaction

Business Excellence
Trust & Integrity
Respect for People
Corporate Social Responsibility

3
 HUMAN RESOURCE MANAGEMENT

 PLANNING (SELECTING GOALS AND WAYS TO ACHIEVE THEM):-

-Goals are set by parent company Orascom.

-Strategic goals are set by four think tanks within an organization in context with foreign
think tanks in Egypt.

-Every employee works individually to achieve common directed goals in independent way.

-Hive mentality method (every employee thinks alike), follow target achieving method.

 CONTROLLING (MONITOR ACTIVITIES AND MAKE CORRECTIONS):-

-Reporting is mechanism of monitoring.

-President reports to parent company.

-Employee empowerment, delegation of authority (span of control).

-Each employee has autonomous control, no need to follow hierarchy in order to make
correction and confirmations,

-Monitoring activities as responsible employee within the specified limitations/ goals but
specified limitations/goals have enough elasticity.

-Little direct supervision.

 LEADING (INFLUENCE):-

-Leaders of team/ departments in major cases follow agreement.

-Take consideration of suggestions, feedback of each employee in teams for better outcome.

-Very friendly leaders with high communication still to convey idea/ orders back and forth.

-Increasing motivations and participations.

4
  ORGANIZING (ASSIGNED RESPONSIBILITY FOR TASK
ACCOMPLISHMENT):-

-Finance department deals with financial matters of the company.

- Marketing dept deals with competition.

- Customer care deals in support centre, call centre, service centre (franchise, charity etc.)

-Strategy dept deals in planning.

-Sales dept deals in sales.

-HR dept deals in work force decision.

MINTZBERG’S MANAGERIAL ROLE AT MOBILINK

 Figurehead:
Handle all social responsibilities. In this light, the manager is seen as a symbol of
status and authority.
 Leader:
Duties are at the heart of the manager-subordinate relationship and include structuring
and motivating subordinates, overseeing their progress, promoting and encouraging
their development, and balancing effectiveness.
 Liaison:
Describe the information and communication obligations of a manager. One must
network and engage in information exchange to gain access to knowledge bases.
 Monitor:
Duties include assessing internal operations, a department's success and the problems
and opportunities which may arise. All the information gained in this capacity must be
stored and maintained.
 Disseminator:
Highlights factual or value based external views into the organization and to
subordinates. This requires both filtering and delegation skills.
 Spokesman:
Serves in a PR capacity by informing others to keep key stakeholders updated about
the operations of the organization.

5
  Entrepreneur:
Roles encourage managers to create improvement projects and work to delegate,
empower and supervise teams in the development process.
 Disturbance handler
 Resource Allocator:
Describe the responsibility of allocating and overseeing financial, material and
personnel resources.
 Negotiator:
Is a specific task which is integral for the spokesman, figurehead and resource
allocator roles.

SKILLS NEEDED IN MOBILINK MANAGEMENT

ESSENTIAL SKILLS
 Knowledge of International Financial Reporting Standards (IFRS) in respective area.
 Financial reporting requirements according to Companies Ordinance 1984, and
Income Tax and Sales Tax
 Ability to influence people without getting into conflict situations.
 Ability to train and motivate team.
 Good time management skills.
 Independent and Self driven.
 Strong Communicator and should have good presentation skills.
 Effective team player and inspiring leadership.
 Should be proficient in operating MS Office suite, an advance level.
 Have good people management skills

DESIRABLE SKILLS

 Computer expertise Fixed Assets Module & Inventory Module.

 Knowledge of data base will be plus.
 Data analytical skills.
 Business sharpness.
 Data analytical skills.

6
  Ability to implement strategies.
 Commitment to the Principles and values of the organization.
 Possess Analytical and Decision Making skills.
 Embrace Innovation and Change.
 Ability to establish, interact, network and communicate with links within and outside
the organization.
 Ability to be self-driven and resilient to achieve company goals and objectives.
 Possess People Management skills.
 Be Customer Oriented and result driven.

HR PROCESS IN MOBILINK

Planning

At Mobilink, belief is that "Our people are our greatest asset´. They take great pride in
acknowledging the contribution each one makes. They focus on People Development and for
that they ensure: Staff Mobilink with world class Professionals and ensure that the right
systems are in place to encourage them to develop to their full potential. Create a
collaborative and mutually supportive work environment that encourages people to grow.
Build a team of professionals who deliver expertise by participating in business decisions.
Develop Performance Management and reward systems underlying our Business strategy.

Recruitment Policies of Mobilink:

Source:
 Current Mobilink Employees
 Internal and external Advertisements
 Data Bank Employment Agencies and consultants
General Conditions for Recruitment:
Recruitment is done through human resources Department. An Applicants knowledge, skill
and aptitude should relate to the position, Education, Experience, Intelligence test,
Interviews, References, Medical test.
Initially applicants may submit a hand written/typed application along with a legal bio-data
and 2 passport sized photograph to HR department .They are required to fill the standard
application from the Company Application.

7
Inter job hiring:
In MOBILINK, internal recruitment is done for the managers of the higher grade and
directors. When a position is vacant, the HR department views the past performance of the
people working at lower levels than the vacant position and chooses the right person who is
promoted to that position..At the manager and director level, the internal recruitment process
is mostly carried out but when managerial position is vacant and a suitable person is not
available for the desired post from within the organization then external recruitment is carried
out.
New staff hiring:
For external recruitment in MOBILINK, the line managers are required to make arequisition
form for the job in which they have to mention their need taking in account the budget for
establishment and salaries for the position of Management,
BusinessSupport Officers and Workers. Role profile for the specified job is also preparedmat
ching up the requirement and the grade of the job. Training period is also specified on the
requisition form. The requisition form along with the role profile is sent by the line manager
to the functional director for his approval and then forwarded to HR Manager. The HR
manager confirms the availability of budgets required for establishment, salaries and cost of
advertisement for the job. After all this, the requisition form along with the job profile and the
budget forecast is sent to the HR Director for his final approval .After approval from the HR
director the HR manager and the line manager work hand in hand to prepare job and person
specifications for advertising or giving to the head hunters.
The sources that MOBILINK uses to attract applicants are:
 Inviting applications through advertisement
 Recommendations from the head hunters
 Applications obtained from the data bank of MOBILINK where direct applications
are received from time to time.
 The HR department is responsible for overall administration of the assessment centre
including training of the assessors. The HR department provides details of
remuneration package and terms and conditions of service. The HR department also
prepares appointment letter, service agreement and finalizes other documentation for
service record.

Selection Criteria:

8
Information regarding the qualifications and job description is provided by the company to
identify suitable candidates.
Candidates are supposed to complete the Pre-Employment forms and then the HRM
department conducts the interviews and tests.
There is a restriction by the company that the Divisional/Department Head and
HRM department must agree before the final selection of the candidate.
Following information is required by mobilink from the applicants:
In case of Non-Payment employees Mobilink signs a contract of 1 year which can be
extended to another year.
 After selection the candidate is required to complete a 3month long probationary
period.
 HRM department prepares and delivers the Employment Letters to the employee and
obtain signature of him on a copy.
 Candidates rejected or kept on file are sent regret letters.
Hiring Committee
Mobilink’s Hiring Committee constitutes following members for hiring on all the levels:
 Respective Department head
 Head Of Human Resources
 President
Appointment Letters:
Mobilink’s appointment letters for successful candidates spells out the Terms and conditions
of the employment and benefits applicable to the position. At the time of confirmation the
concerned department is send the feedback for confirmation.
Orientation of New employees:
Objective is to inform all new employees with the basic structure and rules of Mobilink.
Human resource Department is responsible for orientation. Orientation CD regarding
PMCL, Organizational charts.
With the first week of the employment employee go through Department orientation.
Within 30 days of employment all new employees attend a formal orientation program which
includes:
1. Nature of business
2. History-philosophy and structure of company
3. Structure chain command within the company

9
4. Company benefit plans
5. Layout and facilities offered by the company.
Training and Development in Mobilink GSM:
The employees are trained technically and periodically either locally or abroad according pre-
planned programs.
 Training in Mobilink GSM upgrades capabilities of employees, provides guidance
and individual counseling.
 Construct training programs and provide employees a variety of Job skills. Technical,
Clerical and Supervisory and Managerial courses.
The human resource department conducts a meeting with department heads at the end of the
training program.
 The purpose of this meeting is to focus on the individual discipline and performance
during the training program.
 Then on the basis of their performance they give them advance jobs.
 They fill every position vacancy with the best qualified person obtained.
 They prefer their own employees and go outside only when fully qualified person is
not obtainable.
Performance Management in Mobilink GSM
PMCL provide a formal review program to evaluate work performance and to promote
communication and discussion of job performance w.r.t. Past performance at Mobilink.
Mobilink asses the employee on:
 Leadership.
 Communication skills.
 Team work and Co-operation.
 Problem solving & decision making.
 Initiative and drive.
 Flexibility.
 Customer focus.
Performance appraisal is done on an annual basis (from January 1st to December 31st)
 To give a chance to subordinates to evaluate their seniors a 360 degree evaluation is
conducted at the top of the performance evaluation.
 The immediate supervisor prepares an annual report in December of each year of each
employee

10
  Increments are also given at the end of the year, increments are percentage of salaries.
 Promotions are given on good performance after completing two years in the current
grade.
 Bonuses are given but the employee must have to complete 6 months in the company
service
Career Development in Mobilink GSM
 Mobilink GSM supports the development of its employee’s skills and abilities with an
aim to achieve their potential.
Procedures for Career Development In Mobilink GSM:
All vacancies for Positions of grade level Assistant Manager´ and above are announced
internally or displayed on notice board.
 One year experience of work in Mobilink company
 Selected person ensure to meet all requirements and will join the new job after getting
clearance from department head for probation period.
Submission of application to HR department
 Candidates are evaluated and assessed through test.
Performance appraisal System provides basis for decisions regarding confirmation,
promotion and annual increment of Mobilink.
 Results of performance appraisal are increments, salary adjustments and promotions
showing the last three years inclination of company after obtaining approval from the
president.
Measuring Employee Performance
Credible measures of performance that employees understand and accept are critical
for achieving high level performance. Measuring employee accomplishments, using
Sbothqualitative and quantitative measures, provides the information that supervisors andemp
loyees need in order to monitor performance.

Current Issues OF HRM in Mobilink

 The timing although is 9 am to 5 pm, but it is adhered to as the normal employee
leaves his office not before 6 a.m.
 The hierarchy chart shows three HR managers/coordinators for Islamabad, here as
only 1 for Lahore. This can be unjustified keeping in view that a large numbers of
employee work in Lahore.

11
  Mobilink has a formal environment which can be changed to more relax and friendly
environment.

CONCLUSION
Mobilink is an equal opportunity employer who caters to a variety of needs of their internal
and external customers and has a rich tradition of keeping up to date and informed with the
needs of their workforce. There have been constant efforts on their part to build a team-
oriented environment where the strengths and opportunities can be nurtured and exploited.
Threats and weaknesses are identified and through systematic development and training are
dealt with to n convert them into strengths and opportunities. Mobilink is one of the pioneers
in telecom sectors in Pakistan and have proved with time that a satisfied workforce is one of
many ingredients of success.

References

 Mr. Hassan Javed Beg

Manager Customer Care Center at Mobilink
 Mr. Fahim Haye
Regional Manager Customer Care at Pakistan Mobile Communications Ltd
 http://www.mobilinkgsm.com/about-us/management/

 http://www.mobilinkgsm.com/about-us/

 http://en.wikipedia.org/wiki/Mobilink

 https://www.facebook.com/pages/Mobilink-GSM/304058896274216?sk=info

12