“Starting with the name of ALLAH the
most beneficent and the most merciful
whose blessings are abundant and
favors are unlimited.”
We are glad to complete our research work on
Human Resource department of ZONG
Pakistan. We are thankful to respected Prof.
Zargham Ullah Khan for our help in this
Telecom industry is growing in Pakistan, with
new companies getting license the competition is
tough as a result the consumer is getting benefit
and enjoying cheap call rates.
The main players in telecommunication industry in
ZONG is a 100% subsidiary of China Mobile.
First International brand of China Mobile being
launched in Pakistan .
CMPak has invested more than US$ 700 million in the
telecom sector in Pakistan .
CMPak act as ambassador of friendship between China
History of Zong:
was a mobile telecommunication company in
Pakistan. It was the first ever company granted license to
carry out cellular phone services in Pakistan, set up by
Cable & Wireless. However after the launch and rapid
success of Mobilink in 1998, both services lost market
share. Recently China mobile company in Pakistan after
replacing the code 0304 with 0314 now introduced its
new brand called “ZONG”. With an introductory slogan
“Say it All” or “Sub Keh Do” & started its advertising
campaign at popular print & electronic media outlets.
ZONG is the first International brand of China Mobile
being launched in Pakistan. The core essence of ZONG is
to allow people to communicate at will.
Without worrying about tariffs, network coverage, capacity
issues or congestion. ZONG will be supported by ground
breaking communications, trend setting customer service
and an unmatched product offering which will redefine
rules of the game and establish ZONG as a serious
contender for the number one spot.
ZONG would offer its customers with entertaining & innovative value
added services and will empower them by giving a wide variety of
products, services & content to choose from.
TABLE OF CONTENTS:
• MISSION OF ZONG
• VISION OF ZONG
• STRUCTURE OF HR DEPARTMENT AT ZONG
• RECRUITMENT AND SELECTION PROCESS
• TRAINING & DEVELOPMENT
• PERFORMANCE APPRAISAL SYSTEM
• REWARDS SYSTEM
• HEALTH AND SAFETY MEASURES
Chief HRM Officer
Senior HR Manager
Regional HR Manager
Assistant HR Manager
Human Resource Management
When HR department is asked or demand for
more employees in any other department, the
activity HR department performs that first
they compile the whole job title, job duties,
responsibility grade, work unit and placement
and afterwards they prepare the job
Director or department
head interview final
candidates to make
It is aimed at hiring without any
discrimination based on race, color, sex,
nationality, religion or disability.
• Minimum 1 year Experience
• Clearance from line managers.
Recruitment & Selection:
Attracting the candidates to apply for jobs
in the organization
Applicants may apply online to the specific
HR data base is update after 6 months.
Recruitment in consultation with officers
and heads of specific department.
Judged on the basis of knowledge, skills,
tests, experience and references.
After screening and short listing desired
applicants interviews are conducted.
Recruitment & Selection:
Screened CV’s are than provided to
departments and they conduct immediate
interview with departmental head or
After interview with specific department
selected candidates are than forwarded to HR
to conduct a final interview with them.
Selected candidates are than appointed for a
probationary period. After probation period 2
references are checked.
Recruitment & Selection:
For employee personal file following
documents are required:
Interview Evaluation form,
Passport size Photos,
Any other special clause,
References, Copy of N.I.C.,
Copies of degree(s): Bachelors and above
copies of experience certificates
Employment letter is than given to selected
candidates and get signatures on its copy.
Orientation of employees at Zong Pakistan includes
with the introduction with theorganization, a brief
introduction about organization and as well their
placement, policies,rules, regulations, safety, health
and some other basic issues in the organization.
Duringthe orientation of the employees they are
introduced with the supervisors, coordinator andother
employees working with him/her. They are introduced
with their job and workingconditions and other initial
information is delivered to them during orientation.
What deficiencies, if any,
do jobholders have in
terms of skills,
knowledge, or abilities
required to exhibit the
essential and necessary
a need for
What are the
What behaviors are
necessary for each
jobholder to complete
his or her job duties?
Training & Development:
Soft skill training to remove
personal distraction from job.
Conflict management training
People management training
Time management training
Teamwork training etc
Training & Development:
Developmental programs are arranged for
long term beneficial planning of
To motivate human resource by developing
their personal skills.
The ZONG HR department develops the
employee’s career development plans in
which the HR department predicts the next
logical step for their employees within five
Training Need Assessment Policy:
About 20% of performance problems require
“training” solutions and remaining 80% is
handled by the quality of supervision and other
work environmental factors (rewarding good
performance, punishing poor performance, and
removing obstacles to good performance).
According to Newstrom, “It is the
process of evaluating the performance of
employees, sharing that information
with them and searching for ways to
improve their performance’’.
To evaluate and improve the actual
performance of employee (current/past)
towards performance standards and also
future potentials of ZONG.
ZONG uses the computerized performance
appraisal method. ZONG conduct its
performance appraisal of employees in
Appraisal sheets are developed by HR
department and send to other department
ZONG use 180 degree tool in past for
appraisal and 360 degree currently.
If not done appropriately, can
be a negative experience.
very time consuming,
especially for a manager
subject to rater errors
If not done right can be a
complete waste of time.
Can be stressful for all
Motivation of ZONG employees is based
on two factors, intrinsic and extrinsic.
Intrinsic due to fast growing image of
Extrinsic due to attractive pay scale
together with basic facilities such as
medical play important role to keep the
To motivate employees in every level
Management frequently takes steps. Due to
this management use technique of job
enlargement by increasing the number of
subordinates and giving extra span of
At the same time job enrichment tool is
useful to boost up the skills of employees
and discover their talent which motivates
them to do something extraordinary.
Tool to motivate and expand their skills,
knowledge, interest & abilities. It can be either
horizontal or vertical. In Vertical employee are
promoted to a new position and in horizontal jobs
are rotated among same statuses. After this it is
easy for a supervisor to evaluate reliably. ZONG is
doing a vertical job rotation at a very low level
Objective of Performance Review:
To measure work performance
To motivate and assist employees in improving their
performance and achieving their personal/professional career
To provide objective information for making decisions on
salary increases, promotions, bonus and transfers
To identify employees training and development
To provide a solid path for career planning for each individual
On the successful completion of the probationary
period an employee's services will be confirmed in
writing and then an employee will be entitled to
avail benefits of Medical scheme, Leave
Entitlements, Coverage under Group Life
Insurance, Membership of Provident Fund,
Gratuity Fund, Pension Fund..
Reward system policies are strictly practiced at
ZONG. Employees are paid when they are
supposed to pay.
Other rewards are also fast but they are mostly
tenure based rather than performance based.
Policies shows that rewards are totally
performance based but in actual this policy is
not followed strictly.
Mostly rewards are determined by the
organizational membership and seniority.
Promotion is given on the basis of
PMO (Project management office) introduces
many club memberships, game shows, lunch
arrangement and many more for employee to
be motivated., as well as tenure.
Special achievement awards at each
individual level, team awards, department
awards and division awards.
Maximum jobs of ZONG are not hazardous to
health so, there is no such need of health
Though everybody wants to be safe and that’s
why when you visit some ZONG office to meet
someone of a high designation level. You need
to fulfill various safety measures.
Communication is the life blood of an organization.
No concept of employee union in Zong.
Internal Employee problem handling system.
Ever-increasing coverage area
They have this opportunity that after fully establishing
here they can expand globally.
New product development: it can introduce new products.
Zong has the opportunity of growing its customer base
due to increasing trend of using mobile phones.
Zong has the opportunity to win the customers of its
competitors by providing them superior service on lower
Late entry into the market
Least count current subscribers
Low area coverage (so far)
Threats of new entrants.
Threat from other cellular brands Mobilink,
Ufone, Warid, Telenor.
Increasing customer base of Telenor and Ufone is
also a major threat for Zong.
Bad economic condition and instability of Pakistan
is a huge problem for all businesses in Pakistan.
As far as ZONG is concerned, generally the
conclusion is very easy to comprehend that ZONG
HRM Department has to cover some aspects in
order to compete with its competitors’ UFONE,
TELENOR, MOBILINK, WARID, so they have to
formulate some new techniques for training and
Delegation of authority should be clear regarding decision
making for HR department.
ZONG should simplify its policies for its employees.
ZONG should increase its recruitment sources.
If an employee is performing dual tasks simultaneously,
he/she should be well paid. In this way they can be
encouraged and hence they will increase productivity of
As “customer is king” so Customers care services should be
improved and complaints of the customers should be
solved in time.