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Module: Human Resource ManagementPresented to: Ms. Samar MasoodPresented by: Noor ul Ain Afzal BBA-FA08-031 Abiha Hamid BBA-FA08-025 Sania Afzal MBA-FA06-35Date of Submission: May 12, 2010Topic: Developing an HRM System
Mission and Vision Statement Vision Statement Be the best tea provider in South East Asia. Mission Statement Add value to each cup sold. Give customers more than just “Tea” Give them “Suroor”
Goals and Objectives1. Enthusiasm to deliver competitive costumer value.2. To be an active member of Ethical Tea Partnership (ETP).3. To exercise total quality management in order to maximize customer satisfaction.4. To ensure that what comes from the people ought to be returned to them many times over.5. To increase stakeholder’s wealth by innovating and updating research and development arena as per required.6. To provide employee training and coordination to make each and every employee an essential and useful tool in enhancing and promoting the company’s image along with increasing their personal skills and area of expertise.7. To maintain the golden past: Integrity. Use fair means of business and trade.8. To implement environment friendly techniques to reduce environmental issues.
Core BusinessOur business name is Pakistan Tea Company (PTC). Basically we deal with tea processingand packaging. Our core brand name is Suroor tea.Our head office and production unit is situated in Lahore.Our CEO is Abiha Hamid.Our Marketing & Sales Director is Noor ul Ain Afzal.And our Finance Manager is Sania Afzal.Our product range is: PRODUCTS PRODUCT NAMEHerbal Tea TaazaIce Tea U2Green Tea TitliBlack Tea Suroor
Organizational HierarchyFor Year 0 (Zero):
For Year 5:
Strategic HRM Planning Process Strategic HR planning for promotion of Marketing SupervisorStrategic Direction Resignation of former Marketing Manager Promotion Purpose: An immediate need for marketing manager aroused so we planned toHR Planning promote Supervisor to Manager’s post Promotion Objective: To save time that is consumed on lengthy recruitment processes. Promotion Contents: Evaluate him that is he suitable for the Manager’s post or not? • Take opinions from other managers To promote Supervisor to the post of MarketingPlanning the Manager:total work force • Because now he has experience of 6 years • He also completed his MBA in Marketing. Increase in salary: 10,000 Rs /-Investing in HR Increase in yearly bonus: 2000 Rs/-Development Increase in compensation: 4000 Rs/- Total investment: 18000 Rs/- We will evaluate his performance as a MarketingPerformance Manager in a probationary period of 6 monthsAssessing Observe any development in marketing strategies and firms competency in market.
Job Descriptions Marketing Director Job SummaryTITLE: Marketing Director DEPARTMENT: Marketing & SalesDATE PREPARED: March 2010 REPORTS TO: CEOSALARY GRADE: 11 LOCATION: Lahore Direct firm’s overall marketing and strategic planning programs, and corporate communications. Facilitate client development through marketing and client services programs. Duties and Responsibilities 1. Design, implement, and facilitate annual marketing plan for the firm. 2. Plan and administer the firm’s Marketing Operations budget; support development of regional marketing budgets. 3. Organize and implement client relations including: • client satisfaction surveys • client development activities • special events 4. Develop and administer marketing database which includes client and prospect information, mailing list applications, access to financial reports, etc. 5. Design and plan quarterly marketing training seminars. 6. Supervise marketing manager, sales manager, and sales representatives and marketing executives. Make staffing and hiring decisions within marketing department.
Job SpecificationsEducation: M-Phil required. Concentration in Marketing, Business, or Communications preferred.Experience: At least five years as a Marketing Director within professional services environment. Strong leadership and consensus building skills; marketing management and strategic planning experience; a proven track record in developing and administering a marketing program.Required Skills: Must be a self-starter, highly organized at all levels in the organization. Must possess top level business management, interpersonal, and facilitation skills. Needs good knowledge of Microsoft Office and Windows-based computer applications.Special Skills: Must be able to communicate in multi languages as well as having good PR in media.
Marketing ManagerTITLE: Marketing Manager DEPARTMENT: Marketing and SalesDATE PREPARED: March 2010 REPORTS TO: Marketing DirectorSALARY GRADE: 10 LOCATION: Lahore Job Summary A Marketing Manager is responsible for developing and maintaining marketing strategies to meet organizational objectives. Evaluates customer research, market conditions, competitor data and implements marketing plan changes as needed. Oversee all marketing, advertising and promotional staff and activities. Duties and Responsibilities 1. Responsible for the marketing of professional online recruiting services tailored exclusively to the sales and marketing industry. 2. Demonstrates technical marketing skills and produces knowledge of Sales Recruiting System. 3. Develops annual marketing plan in conjunction with sales department, which details activities to follow during the fiscal year, which will focus on meeting organizational objectives. 4. To manage the Marketing Department Budget. Delivery of all marketing activity within agreed budget. 5. To manage all aspects of print production, receipt and distribution. 6. The achievement of frequent, timely and positive media coverage for Sales careers Online and it’s programs across all available media. 7. Managing the entire product line life cycle from strategic planning to tactical activities. 8. Specifying market requirements for current and future products by conducting market research supported by on-going visits to customers and non-customers.
9. Developing and implementing a company-wide go-to-market plan, working with all departments to execute.10. Analyzing potential partner relationships for the firms’ product lines. Job Specifications1. At least 4 years of sales experience in the marketing industry.2. Experience with large, complex organizations.3. Extensive experience in all aspects of developing and maintaining marketing strategies to meet organizational objectives.4. Strong understanding of customer and market dynamics and requirements.5. Willingness to travel and work in a global team of professionals.6. Proven ability to oversee all marketing, advertising and promotional staff and activities.
Sales RepresentativeTITLE: Sales Representative DEPARTMENT: Marketing and SalesDATE PREPARED: March 2010 REPORTS TO: Sales ManagerSALARY GRADE: 8 LOCATION: Lahore & Faisalabad Job Summary Responsible for all sales activities in assigned accounts or regions. Manage quality and consistency of product and service delivery Duties and Responsibilities 1. Present and sell company products and services to current and potential clients. 2. Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made. 3. Identify sales prospects. 4. Prepare presentations, proposals and sales contracts. 5. Develop and maintain sales materials and current product knowledge. 6. Establish and maintain current client and potential client relationships. 7. Prepare paperwork to activate and maintain contract services. 8. Identify and resolve client concerns. 9. Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals. 10. Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff and customers. 11. Provide on-the-job training to new sales employees. 12. Participate in marketing events such as seminars, trade shows, and telemarketing events. 13. Other duties as assigned
Job Specifications1. Basic reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent.2. Ability to persuade and influence others. Ability to develop and deliver presentations. Ability to create, composes, and edits written materials. Strong interpersonal and communication skills. Knowledge of advertising and sales promotion techniques.3. Visibility requires maintaining a professional appearance and providing a positive company image to the public.4. Work requires significant local travel to current and potential clients. This requires the possession of a valid driver’s license within 60 days of employment.5. Work requires willingness to work a flexible schedule and occasional overnight travel.
Selection CriteriaSelection method used for top level employees: Panel interviewSelection method used for middle level employees: Structured interviewSelection method used for lower level employees: Structured interview Interview questions for an HR manager Q: Rate yourself on a scale of 10. Q: How can you make use of IT in HRM? Q: What do you mean by 360 Feedback? Q: How do you motivate employees? Q: What are the competitive challenges in Human Resource Management? Q: Explain managing changes in HRM? Q: Tell me about a suggestion you have made? Q: Have you ever been asked to leave a position? Q: What is your philosophy towards work? Q: What have you done to improve your knowledge in the last year? Q: What do co-workers say about you? Q: What experience do you have in this field? Q: Tell me about the funniest thing you’ve ever experienced on the job? Q: What has been your biggest professional disappointment? Q: What aspect of supervision do you find the most difficult? Q: What is the most important quality a supervisor should have? Q: Tell me about your worst "nightmare" project. What went wrong and what did you do? What did you learn from this situation? Q: While working at the front desk, please describe a situation where a client has reacted in a negative or threatening manner. How did you deal with the situation?
Employee Orientation PlanFor Marketing & Sales DirectorFor 1st day: Timings Description By9:00-10:00 Welcome from the CEO Marketing Manager Our Vision, Mission, Corporate Direction, Expectations10:00-11:00 Give presentation on company Marketing Manager history, expectations& policies11:00-11:30 Presentation on code of Sales Manager conduct of company, rules & regulation. Get them signed from him.11:30-12:00 Questions & answers session and assign an assistant (Buddy Program)12:00-12:30 Meeting with the top level management at tea time.For 2nd day:Timings Description By9:00-9:30 Briefing about: Personal Assisstant • Employee Records • Benefits09:00-10:30 Meeting with HR Manager HR Manager • Pay Schedule • Pay Scale • Training & Promotion Policy • Employee Development Opportunities • Benefits • Vacation & Holidays • Sick Leaves
• Questions & Answers10:30-12:00 Plant Visit • Production Area • Departments • Marketing & Sales Department12:00-02:00 Lunch Break Personal Assistant • Cafeteria Visit • Knowhow of meals management and resource room02:00-05:00 Meeting with Marketing & Marketing & Sales Dept. Sales Department • Getting to know all employees of dept. • Introducing the new directorFor 3rd day:Timings Description By9:00-10:00 Personalizing office Self • Putting pictures, files, medals, shields etc.10:00-11:00 Meeting with Sales Dept. Sales Manager • Present condition • Sales forecast • Sales files11:00-12:00 Meeting with Marketing Dept. Marketing Manager • Media Contacts • Present Condition • Future Expectations • Marketing Strategies previously used • Revised Marketing Plan12:00-02:00 Lunch Break02:00-05:00 Visit to all company franchises Marketing Manager & Sales Manager
Entitlements Allowances Grades Transport Utilities Washing 13 - 80% 11 - 60% 10 - 50% 9 15% 40% 8 14% 30% 7 13% 10% 5 10% - 10% 3 8% - 10% 2 5% - 10% Perks Grades Perks13 Housing Facility: 1 Canal, Maintenance Car: Honda Civic, Fuel Limit 350 Liters/month, Maintenance Mobile: Post Paid with Rs. 5000/month Personal Laptop Hotel Stays: 8 in a year with family Lunch/ Dinner Tours plus Free Air Tickets11 Car: Suzuki Cultus, Fuel Limit 250 Liters/ Month, Maintenance Mobile: Post Paid, 3000 Limit Hotel Stays: 6 in a year Lunch/ Dinner Tours plus Free Air Tickets Interest Free Loans10 Car: Suzuki Mehran, Fuel Limit 150 Liters/ Month, Maintenance, 2 year possession Mobile: Post Paid, 1,000 Limit Hotel Stay: 3 in a year Lunch/ Dinner
BenefitsGrades Benefits13 Medical Insurance: No limit Free Gymkhana Membership Annual Leaves: 30 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year Stock Options: Offered at every new issuance11 Medical Insurance: Out Patient, 30,000 limit Special Leaves: 25days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year Stock Options: Offered at every new issuance10 Medical Insurance: Out Patient, 25,000 limit Annual Leaves: 20 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year Stock Options: Offered at every new issuance9 Medical Insurance: Out Patient, 20,000 limit Annual Leaves: 20 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year Stock Options: Offered at every new issuance8 Medical Insurance: Out Patient, 15,000 limit Annual Leaves: 20 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year
7 Medical Insurance: Out Patient, 10,000 limit Annual Leaves: 20 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year4 Medical Insurance: Out Patient, 8,000 limit Annual Leaves: 20 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year3 Medical Insurance: Out Patient, 5,000 limit Annual Leaves: 10 days/ year Sick Leaves: 8 days/ year Gratuity: 1 gross salary at every completed year2 Medical Insurance: Out Patient, 4,000 limit Special Leaves: 10 days/ year Sick Leaves: 8 days/ year Causal Leaves: 6 days/ year Gratuity: 1 gross salary at every completed year
Performance Appraisal Methods (360° method for Sales Representative) Questions will ask from Customers: Q: Do you believe that this SR is behaving properly? Q: Does he follow company rules and regulation e.g. paying attention etc? Q: Do you think you often buy our product due to this SR? Q: Which characteristic do you find the most prominent in his personality?Questions will ask from him: Questions will ask from Sales Manager:Q: What do you consider are the company’s Q: Does this SR attentively listen totrue values? whatever is being conveyed?Q: What do offer the customer apart from Q: Do you truly believe that he followsthe core values? whatever you convey?Q: Are you satisfied with your job? Q: Is he a true image of the company sells?Q: Where do you expect to stand in the Q: Is he contributing to increasing thenext 2 years? company’s brand name? Q: Is he a valuable asset in increasing sales?Q: What does the company mean to you? Questions will ask from other SRs: Q: Has this SR reacted negatively? Q: If yes, then what was the main reason? Q: Does he communicate all messages forwarded effectively and efficiently? Q: Do you consider him as an ideal SR which could lead others or portray as a role model? Q: Which attribute do you think is he specialized in?
Training Program Training program of a Marketing ManagerTraining Purpose:The basic purpose of training is to make him capable of facing the marketing challengesof 21st century effectively.Training Objective: • To improve marketing strategies of our firm. • To become the top marketers of industry. • To increase the efficiency & efficacy of firm’s marketing structure. • To develop an organized customer complaint system. • To develop good customer relations. • To create an organized marketing team against all competitors attacks. • To develop his communication, leadership and decision making skills.Training Contents:We used the following training methods: • Articulation • Acting out a system • Collaborative Pre-test • Visualization • Case Studies
Employee Development CriteriaWe select accountant for training and development. At our training & development wetruly believe in training and developing the selected accountant so as to increase hisperformance and efficiency.We use method of Job Enlargement to develop him by promote him step by step. He promoted to Finance Manager as: • Now he had 5 years experience in his field of specialization.He promoted to FinanceExecutive after:• Completion of his MBA in finance.• 2 years experience with this firm. Salary increased from Salary increased from Rs.10, 000 to Rs.20, 000. Rs.20, 000 to Rs.40, 000.