2. Module:
Human Resource Management
Presented to:
Ms. Samar Masood
Presented by:
Noor ul Ain Afzal BBA-FA08-031
Abiha Hamid BBA-FA08-025
Sania Afzal MBA-FA06-35
Date of Submission:
May 12, 2010
Topic:
Developing an HRM System

3. 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”

4. Goals and Objectives
1. 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.

5. Core Business
Our business name is Pakistan Tea Company (PTC). Basically we deal with tea processing
and 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 NAME
Herbal Tea Taaza
Ice Tea U2
Green Tea Titli
Black Tea Suroor

6. Organizational Hierarchy
For Year 0 (Zero):

7. For Year 5:

8. Strategic HRM Planning Process
Strategic HR planning for promotion of Marketing Supervisor
Strategic Direction Resignation of former Marketing Manager
Promotion Purpose: An immediate need for
marketing manager aroused so we planned to
HR 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 Marketing
Planning 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 Marketing
Performance Manager in a probationary period of 6 months
Assessing
Observe any development in marketing strategies and
firms competency in market.

9. Job Descriptions
Marketing Director
Job Summary
TITLE: Marketing Director DEPARTMENT: Marketing & Sales
DATE PREPARED: March 2010 REPORTS TO: CEO
SALARY 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.

10. Job Specifications
Education: 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.

11. Marketing Manager
TITLE: Marketing Manager DEPARTMENT: Marketing and Sales
DATE PREPARED: March 2010 REPORTS TO: Marketing Director
SALARY 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.

12. 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 Specifications
1. 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.

13. Sales Representative
TITLE: Sales Representative DEPARTMENT: Marketing and Sales
DATE PREPARED: March 2010 REPORTS TO: Sales Manager
SALARY 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

14. Job Specifications
1. 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.

15. Selection Criteria
Selection method used for top level employees: Panel interview
Selection method used for middle level employees: Structured interview
Selection 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?

16. Employee Orientation Plan
For Marketing & Sales Director
For 1st day:
Timings Description By
9:00-10:00 Welcome from the CEO Marketing Manager
Our Vision, Mission, Corporate
Direction, Expectations
10:00-11:00 Give presentation on company Marketing Manager
history, expectations& policies
11:00-11:30 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 By
9:00-9:30 Briefing about: Personal Assisstant
• Employee Records
• Benefits
09:00-10:30 Meeting with HR Manager HR Manager
• Pay Schedule
• Pay Scale
• Training &
Promotion Policy
• Employee
Development
Opportunities
• Benefits
• Vacation & Holidays
• Sick Leaves

17. • Questions &
Answers
10:30-12:00 Plant Visit
• Production Area
• Departments
• Marketing & Sales
Department
12:00-02:00 Lunch Break Personal Assistant
• Cafeteria Visit
• Knowhow of meals
management and
resource room
02:00-05:00 Meeting with Marketing & Marketing & Sales Dept.
Sales Department
• Getting to know all
employees of dept.
• Introducing the new
director
For 3rd day:
Timings Description By
9:00-10:00 Personalizing office Self
• Putting pictures, files,
medals, shields etc.
10:00-11:00 Meeting with Sales Dept. Sales Manager
• Present condition
• Sales forecast
• Sales files
11:00-12:00 Meeting with Marketing Dept. Marketing Manager
• Media Contacts
• Present Condition
• Future Expectations
• Marketing Strategies
previously used
• Revised Marketing Plan
12:00-02:00 Lunch Break
02:00-05:00 Visit to all company franchises Marketing Manager
& Sales Manager

18. Pay Scales Chart
Job Posts Grades Salary Range
CEO 12 60,000-25,000*-120,000
Production & Packaging Director 11 50,000-20,000*-100,000
Marketing & Sales Director 11 50,000-20,000*-100,000
Finance Director 11 50,000-20,000*-100,000
Production Manager 10 40,000-15,000*-90,000
Packaging Manager 10 40,000-15,000*-90,000
Marketing Manager 10 40,000-15,000*-90,000
Sales Manager 10 40,000-15,000*-90,000
Admin & HR Manager 10 40,000-15,000*-90,000
Finance Manager 10 40,000-15,000*-90,000
Export Manager 10 40,000-15,000*-90,000
Marketing Executive 9 30,000-10,000*-70,000
Export Brokers & Agents 9 30,000-10,000*-70,000
Sales representative 8 20,000-8,000*-40,000
Accountant 8 20,000-8,000*-40,000
Foramen 7 10,000-4000*-30,000
Unit Workers 7 10,000-4000*-30,000
Peons & Clerks 5 3,000-800*-8,000
Security Staff 3 2,000-600*-5,000
Cleaning Staff 2 15,00-300*3,000
* Basic Increments + (Min. Time Scale * Inflation Rate)

19. 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 Perks
13  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 Tickets
11  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 Loans
10  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

20. Benefits
Grades Benefits
13  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 issuance
11  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 issuance
10  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 issuance
9  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 issuance
8  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

21. 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 year
4  Medical Insurance: Out Patient, 8,000 limit
 Annual Leaves: 20 days/ year
 Sick Leaves: 8 days/ year
 Gratuity: 1 gross salary at every completed year
3  Medical Insurance: Out Patient, 5,000 limit
 Annual Leaves: 10 days/ year
 Sick Leaves: 8 days/ year
 Gratuity: 1 gross salary at every completed year
2  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

22. 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 to
true values? whatever is being conveyed?
Q: What do offer the customer apart from Q: Do you truly believe that he follows
the 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 the
next 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?

23. Training Program
Training program of a Marketing Manager
Training Purpose:
The basic purpose of training is to make him capable of facing the marketing challenges
of 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

24. Employee Development Criteria
We select accountant for training and development. At our training & development we
truly believe in training and developing the selected accountant so as to increase his
performance 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 Finance
Executive 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.