Академический Документы
Профессиональный Документы
Культура Документы
TABLE OF CONTENTS
1.
Executive
Executive Summary
This report is about telenor Pakistan, from Telenor ASA Norway which is one of the largest telecommunication groups in world. This topic of this project report is testing and selection process in telenor. The first part of company is about background of company. In this part telenors contribution to Pakistan economy is described. Telenor has grown in very short time in Pakistan and became the leader company among competitors. In 2009 it is estimated that Telenor Pakistan contributed Rs20 billion in various forms of direct and indirect taxes to the economy of Pakistan. In next part we did company external and internal analysis. We discussed companys products and services offered to consumers and types of packages offered by company to the date. Then we discussed about company growth and decline during different periods in Pakistan. After this we described opportunities present in market for company. Then we discussed about the threats to the company and also gave brief knowledge about competitors of the company like mobilink, Ufone, zong which are direct competitors of telenor and also discussed some indirect competitors like worldcal, ptcl etc. After this we discussed about the workforce nature of telenor, their training, appraisal and other HR practices in telenor. Then we also discussed about some internal characteristics of company like unionization of work force, increase profitable growth, competitive advantage, best practice benchmarking and continuous renewal of policies in order to strengthen the main goal of company. In order to completely describe the threats and opportunities for company and to see what are the strengths and Weaknesses Company has we also done swot analysis in next part of report. In final part we discussed companys different HR policies about testing and selection. Before this we also provided some theoretical background about the concept of testing and selection. In this part we discussed critical aspects of companys HR policies and also trying to find out if these policies were aligned with companys objectives.
Introduction
Company Name: The company which we have taken for our project is Telenor Pakistan. Company industry: Telenor Telecommunication Industry Company Background: Telenor ASA is Norway's leading telecommunications group. Telenor Pakistan is the fastest growing mobile operator in Pakistan and represents the largest Foreign Direct Investment in the country from Europe, in any industry, ever. The company is the first Greenfield mobile operation outside of Norway by Telenor ASA, the parent group, with an investment of USD 2 billion to date. Telenor Pakistan is 100% owned by the Telenor Group, an international provider of high quality voice, data, content and communication services in 14 markets across Europe and Asia. Telenor Group is among the largest mobile operators in the world with over 179 million mobile subscriptions (Q1 2010) and a workforce of approximately 40,000. Telenor Pakistan is the country's single largest European investor, with investments in excess of US$2 billion. It acquired a GSM license in 2004 and began commercial operations on March 15, 2005.Telenor Pakistan acquired 51% of Tameer Microfinance Bank in November 2008. In 2009 it launched easypaisa to become Pakistans first telecom operator to partner with a bank to offer mobile financial services across Pakistan. The company continues to contribute to Pakistan's economy. It has created 2,500 direct and 25,000 plus indirect jobs and has a network of 24 sales & service centers, more than 250 franchises and some 150,000 retailers, thus providing a means to livelihood to thousands. For 2009 it is estimated that Telenor Pakistan contributed Rs20 billion in various forms of direct and indirect taxes to the economy of Pakistan. Telenor Pakistan provides wide EDGE connectivity
TELENOR is mostly an international wireless carrier with operations in Scandinavia, Eastern Europe and Asia. It is currently ranked as the sixth largest mobile phone operator in the world, with more than 172 million subscribers. In addition, it has extensive broadband and TV distribution operations in four Nordic Countries. TELENOR PAKISTAN is 100% owned by TELENOR ASA and adds on to its operations in Asia together with Thailand, Malaysia and Bangladesh. 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. The company has crossed many milestones and grown in a number of directions, making TELENOR Pakistan a leading telecom operator of the country. TELENOR Pakistan is creating 2,500 direct and 25,000-plus indirect employment opportunities. It has a network of 23 company-owned sales and service centers, more than 200 franchisees and some 100,000 retail outlets. Products and Services: Products: TELENOR is providing eight prepaid packages and four postpaid packages. Prepaid Packages
Talkshalk A1 Talkshalk Har Second Talkshalk Har Minute Talkshalk 30 Second Talkshawk 63
7
Postpaid Packages
Persona EASY Persona SIMPLE Persona FREE Persona Karoobar (Aimed at Business owners)
Services Telenor Pakistan provides a lot of services but there are some famous services included following.
Call Me Back Call Blocker Easy load GPRS / WAP Portal Handset Settings International SMS International MMS
Telenor Islamic service Telenor Pakwan Service Telenor Cricket Alerts Telenor Photo Express Telenor Auto Location Telenor Sports Potal Telenor info servic
Company Growth and Decline As the number of subscribers in increased, there is an increase of 7% in total revenues. Higher the revenues higher is the Earning before Income , Tax , Depreciation , Amortization (EBITDA) i.e. 19% increase. The 2nd quarter EBITDA of Telenor is reported 23% which is the highest quarterly EBITDA so far. Capital Expenditure decreased due to less investment for network expansion. A decline in Average Return per User/Unit (ARPU) of Telenor Pakistan is seen in the second quarter of 2009 but Revenues and Earnings before Income Tax are increased. Number of users is increased by 311000 to 908,000 last quarter from 597,000 last year. But the ARPU is decreased to Rs. 235 in the second quarter as compared to Rs. 248 during last year second quarter. Opportunity facing by company These are the following opportunities and threat that facilities the company to identify the external environment.
Increasing market share Product line expansion Cost discount strategies Product innovation To become customer size specialist Constant repositioning Huge market size. Local handset manufacturing. Making technology accessible to all (e.g. broadband). Adopt latest technologies. Removal barriers. of international trade
Competition As at 30 June 2008, Telenor Pakistan had a market share of approximately 20%. In addition to Telenor Pakistan, there are five other mobile operators in Pakistan: Mobilink, Ufone, Warid, Zong (formerly Paktel) and Instaphone. According to data provided by the Pakistan Telecommunication Authority (the PTA), as at 30 June 2008 Mobilink was the largest cellular mobile operator in Pakistan with a market share of approximately 37%, Ufone had a market share of approximately 20%, Warid had a market share of approximately 17%, Zong had a market share of approximately 4%, and Instaphone had a market share of approximately 0.4%.
Direct competitors:
Mobilink Pakistan Mobile Communications Limited (PMCL) operates the leading GSM network in Pakistan and provides a range of prepaid and postpaid voice and data telecommunication services to both individual and corporate subscribers, under the brand name Mobilink.
Ufone Pakistan Telecommunication Mobile Limited (PTML) is a wholly owned subsidiary of PTCL, established to operate cellular telephony. The company commenced its operations, under the brand name of Ufone, from Islamabad on January 29, 2001. Ufones primary focus always remained on their valuable customers, introducing services over time to fulfill their need and demands. Ufones slogan has always remained Its all about U. Ufone has maintained itself as the 2nd largest cellular operator in Pakistan with a subscriber base of over 18 million in July 2008, according to PTA and a market share of 21% during the time period. Currently, Ufone has network coverage in more than 750 cities, towns and across all major highways of the country. It also provides international roaming to more than 195 live operators across 119 countries.
Warid Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. In 2004, Warid Telecom International LLC, purchased a license for operating a nationwide mobile telephony network, (WLL) and long distance international (LDI) for $291 million US dollars and was the first venture of Warid Telecom International LLC. Warid Pakistan launched its services in May 2005 and is based in Lahore. Abu Dhabi Group is one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. In July 2008, Warids total subscribers were more than 15 million subscribers and enjoyed 4th position in the market with a market share of 18%. In June 2008, Warid Telecom announced it would invest $1.5 billion by end of this year and $2.5 billion by end of 2009 to expand and modernize its network in Pakistan.
World call
Wateen
PCO
Even from the above mentioned employees, Telenor especially considers its I.T experts and the Customer service representatives. It tries to retain them by using the following policies: Compensation Policies Telenor offers pretty handsome compensation packages along with benefits like medical allowance, fuel, rent and incentives. Training and Development Telenor provides its employees the opportunity of training and development when needed. It uses on the job and off-the job managerial training programs for its senior employees.
Performance Appraisal and Management Telenor practices the performance management technique for development and growth of its employees. Task allocation is done on half yearly and monthly basis; the employees perform and report about the targets achieved to their managers. Then the line managers review those appraisal reports of the employees and send them to H.R department for approval. It also conducts Training Need Assessment (TNA) before sending any employee for training.
SWOT ANALYSIS
Strengths of Telenor
Multinational company Basically it is a Norway base company working in more than in 14 Countries, including in Pakistan. Telenor is a multi-national company. So it can bear losses due to the heavy finance in hand. Telenor came in 2004 but got the second position in investment in Pakistan after mobilink.
Increasing market Share Hold 24% Market share according to May-2010 and centralized structured, but always follow the culture of every region. Telenor has also 100% ownership in every country. Telenor has launched its operations in 2005 and in just two years Telenor has grown at a very high pace in Azad Jammu & Kashmir and Northern Areas and got a lot of its market share and leading the market. Market leader Telenor launch the Easy Paisa service recently and became the Market Leader in Easy Paisa Branch Less Banking in Pakistan.
Connectivity at call centre services Telenor has covered approximately all the villages in Punjab and other provinces in Pakistan. Even then People feel very comfortable while connecting with call centre representative at the first attempt.
Low Call Rate Packages Telenor has given the lowest day call rate packages. e.g. Day package starts from 7am to 7pm.etc. .
Less no. of complaints Telenor is growing its network very rapidly but not have that much complaint as other have. Most complaints are related to Mobilink and Ufone.
High customer service People feel very confident while connecting to the call centre services. They care the expectations, questions and suggestions to ensure the full satisfaction of the customers.
WEAKNESSES
Telenor is growing company and do not have many weaknesses. Signals poor quality Market share of the Telenor is increasing day by day and the quality of the signals is not matching its standards which was one year before. Telenor have the coverage almost in the whole country including the big cities and highways and now it is reaching to the small villages and remote areas. Mobilink has the largest coverage but Telenor is expanding its network very fatly.
Opportunities
Investment in Easy paisa Telenor has the opportunity to invest more in the easy paisa market. Yet only Telenor is present in this market but in future many companies can also enter. So to maintain its position Telenor must invest more in this market as well.
Other projects Due to the heavy competition now days, Telenor should invest in other major projects as well.
Threats
Tough competition Now days, there is very tough competition regarding customers due to the entrance of the many companies. As mobilink is the market leader in telecom sector, so telenor has a big threat from mobilink.
New entrants As telecom sector is the growing sector in Pakistan, so Telenor has also threat of new multinational companies in the telecom sector. Brand image As we know that Telenor is the Denmarks company and people of the Denmark has made some serious issues about our beloved prophet Hazrat Muhammad SAL-LALAH HU ALEH WASALLAM. So the brand image of Telenor has reduced due to that. So there is very big threat of this from the people of Pakistan.
Theoretical Background
The topic of this report is Testing and Selection in Telenor. Before discussing what are the practices which HRM department of telenor is practicing in actual, some theoretical background about topic is necessary in order to understand the topic. For recruiting purpose and check the validity of the test five steps are used. These tests include: Step 1: Analyze the job Step 2: Choose the tests Step 3: Administer the test Step 4: Relate your test scores and criteria Step 5: Cross-validate and Revalidate Telenor HR department has a proper job Analysis for the new recruiting and after that analysis they give proper Job Specification and Job description their website. If applicants apply for the job a proper test is conducted according to the Job Specification. The applicants who passed the test the test are related to the criteria and cross validated after this whole process is done the selected applicants have to go through interviews then selected for the available vacancies. (Source: Book Gary Desseler page: 213, 214 and 215) For the internal hiring Job posting is conducted. As job posting is Publicizing an open job to employees often by literally posting it on the bulletin boards and listing its attributes, like qualifications, supervisors, working schedule, and pay rate. For the internal sourcing Telenor uses the job posting. It publicizes the open job on the intranets or bulletin Boards. The job description and specification is available for the existing employees then
(Source: Book Gary Desseler page: 177) The Human Resource department is need of at least every big organization in the world. As HR department performs many functions so they are in need for an organization. HR performs strategic management competencies for the executives to make strategies for the organization and make high performance work systems to strategically aligned the HR policies, practices and activities and finally make employees competencies, values and motivation required to achieve the organization strategic goals. (Source: Gary Desseler book page 92) Number of employees working in the HR department depends upon the size of the organization. Telenor focuses on the long run HR need. The HR department takes an effective part for making the strategies of the company. Proper job analysis and description is made for almost every type of job and tests are conducted according to the need of job. Telenor has proper testing system for the fulfillment of the new hiring employees. Internal staffing is done by the job posting procedure the interested employees apply for the job go through the proper criteria that has to be followed for the job and hiring is done. The head of HR department made proper guidelines to be followed for the hiring the employees. Every manager has to follow that guideline for hiring employees. Performance management is used for appraising the employees. It is a process that consolidates goal setting, performance appraisal, and development into single, common system that aim of which is to ensure that the employees performance is supporting the companys strategic aims.
HR Department of Telenor
Telenor is a large organization and has its own human resource department. The human resource department plays a vital role in the fulfillment of the objectives of telenor. Its functions are to select the right people for right jobs, training, appraising, evaluating and firing the unwanted human resources. The HR department of the Telenor is fully contributing in fulfillment of the mission, objectives and strategic plans of the organization. HR department hire best people for the organization who provide best customer care and services to the customer. As it is a cellular based company and also have some other projects to improve the economy of the country. Telenor is also dealing in the banking and providing best services to the customers. It is because of the HR department of the organization that the numbers of customers are increasing day-by-day. If HR department is not working well then it is not easy for the organization to acquiring such a big market share it is only because of the struggle of the HR department.
Vice President As HRM Head Telenor has its own HR department and vice president of the Telenor is the head of the HR department and besides it there are many executives and managers in the HR department. These managers heads many department and responsible for hiring, firing, consoling of the employees and etc. Vice president of the Telenor is head of the HR department and he is responsible for the planning and forecasting for the organization and the managers are responsible for implementing and fulfill the goals of the organization and implement the strategies of the head of the HR department. Long-Run HRM Needs As Telenor is a big organization thats why it has its own HR department. Telenor primarily focus upon the long run Human Resource need. Telenor has job description for each position and this
Testing and Selection In Telenor Telenor has a great and strong testing system. It has different testing system for call centre job and different testing system for other type of jobs. It has different techniques for the test firstly applicant have to submit the CV on its website then the Human Resource department of Telenor examine and check the applications if the applications are up to the mark and according to the job specification or not. If the application fulfill all the requirements then HR department call the applicant for the test. In test Telenor has different criteria, for some jobs written test is necessary but for some jobs written test are not taken, applicants are only selected through interviews. This all is about to fill new vacancies. Recruitment From Inside In order to fill the existing job vacancies Telenor HR department seeks the nature of the job and type of vacancies which have to be filled. Sometimes such vacancies are filled by the existing employees of the Telenor but sometimes new hiring done to fill the vacancy. Evaluation Criteria In Telenor In Telenor for the salary increase or for determining the effectiveness of the employees the HR department done a survey in the department and give forms to the employees to evaluate their colleagues. Performance appraisal system affect the job performance of the employee when we give appraisal to the employee who done his/her job well then it will motivate other employees and next time other employees also done their job well. Performance appraisal system is used in almost all organization and almost all organizations give appraisal on the basis of the employees performance. Promotion of the employees in Telenor is basically on the basis of their abilities and
Conclusion From all of the above discussion now we can conclude that HR department of Telenor is working very efficiently. It is fully contributing to fulfill the organizations mission, objectives and strategic plans. HR department has proper rules and regulations which they follow to hire, fire or to promote any employee. They have proper procedure of hiring the employee. In HR department there is no such latest development. As we know Telenor is an international company so its management is very good and there is no such problem in HR department that being solved or in procedure of solving by the organization.
As we discuss about the Telenor in our view point Telenor is a good organization. It has proper system and all of its employees are working very efficiently thats why it is progressing day by day.
References
http://www.telenor.com.pk/about/history.php http://www.telenor.com/ http://www.telenor.com/en/investor-relations/reports/annual-report-2009 http://en.wikipedia.org/wiki/Telenor_Pakistan http://en.wikipedia.org/wiki/Telenor http://telecompk.net/2006/11/14/telenor-pakistan-profile-and-outlook/
Appendixes
PH# 0345-4001150