Mobilink Gsm

GROUP MEMBERS Sana Shakeel (08-0641) Sara Khan (08-0537) Rehan- ur- Rahim (08-0409) Sohaib Ahmed (08-0451)

Table of Contents: Introduction to Company’s History Parent Companies Intro Vision statement & Values Department Selected Intro Intro to “HR” Department Identifying Communication Channels SWOT Analysis of Communication Strategies Interview with HR Manager Conclusion Recommendations

Parent Company Introduction Orascom Telecom or ("OTH") was established in 1998 and has grown to become a major player in the telecommunication market. Orascom Telecom is a leading mobile telecommunications company operating in six emerging markets having a population under license of 430 million In Pakistan, the Pakistan Mobile communications Ltd (“Mobilink”) started its operations in 1994. In early 2001, had a market share of 40%. In April 2001, OTH took over management control of the company. As the market leader, Mobilink serves more than 28 million subscribers, representing a market share of 38.5%

Companies History: Mobilink, a subsidiary of the Orascom Telecom Group is Pakistan’s leading cellular service and market leader Mobilink has successfully achieved a record subscriber growth of 40 % in 2007 and with over 6000 cell sites It directly employs over 4,500 people, and facilitated through an integrated technology infrastructure, has the largest distribution network of over 200,000 retail outlets across Pakistan. The head office of Mobilink is located KULSUM plaza, blue area, Islamabad. Its branch offices are located in Lahore, Karachi, Faisalabad, RahimYar Khan, Sukkur, Peshawar, Quetta, Swat and Kohat.

Through The Mobilink Foundation, the company’s corporate social responsibility program contributes significantly in the areas of health and education. The Mobilink team is dedicatedly working each day to connect the unconnected and achieve milestones that make history. Each Mobilink moment entails a new challenge, a new moment of happiness, a new sense of achievement and a new success

CompaniesIntroduction: Mobilink GSM is the market leader in providing state-of-the-art communications solutions to more than 20Million people in Pakistan. Mobilink can proudly boast of being the first cellular service provider in Pakistan to operate on a 100% digital GSM technology. 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.

Jazz is an amazing prepaid service that allows freedom from monthly bills and gives complete control over cellular expenditure. Jazz is simple, easy and loads of fun. Mobilink launch their post paid connection in 2001 in Pakistan it was a biggest and best campaign ever launched by any cellular company in Pakistan. Mobilink have launched the service with new name Indigo. Mobilink Indigo is the new complexion of communication

Mobilink's Vision and Values Mobilink's Vision "To be the leading Telecommunication Services Provider in Pakistan by offering innovative Communication solutions for our Customers while exceeding Shareholder value & Employee Expectations".

Mobilink's Values: Total Customer SatisfactionCustomers are at the heart of our success. They have placed their trust and confidence in us. In return, we strive to anticipate their needs and deliver service, quality and value beyond their expectations. Business Excellence: We strive for excellence in all that we do. We aspire to the highest standards and raise the bar for ourselves everyday. This commitment to delivering world-class quality translates into unmatched service and value for our customers and all stakeholders.

Trust & Integrity: At Mobilink, we take pride in practicing the highest ethical standards in an open and honest environment, and by honoring our commitments. We take personal responsibility for our actions, and treat everyone fairly, and with trust and respect. Respect for People: Our relationships drive our business. We respect and esteem our employees and all stakeholders. We believe in teamwork, empowerment and honor.

Corporate Social Responsibility: As the market leader, we recognize and fulfill our responsibility towards our country and the environment we operate in. We contribute to worthy causes and are dedicated to the development and progress of the society.

Selected Department: The department that we have selected for our study is Human Resource (HR) Department of Mobilink, because we believe that this is one department where effective communication can be improved This is a department on which the whole basis of the any organization stands because employees are a company’s most important asset not its machinery. If the employees have an effective and efficient way of working then the positive effect can be seen on the entire company.

Introduction of Human Resource Department: There are about 44 HR professionals currently working at Mobilink of which 10 are managers. Mobilink has a very well defined and structured department and its various policies of keeping each employee productive part of the organization are intoned with the corporate worlds requirement. In order to make its human resource productive and efficient, Mobilink aggressively work in developing its human resource capital through international and local trainings as well as structured employee ‘well-being’ programs.

Identification of Existing Communication Channels During our research we came to know that the communication channel adopted by the Human Resource department was mostly internal. External communication only includes the recruitment of employees, which is done through advertising the companies need in newspapers. Communication is carried out through two methods: External communication Internal communication

External Communication: The HR department uses Internal and external Advertisements for internal and external recruitment. The following are some of the sources used to recruit people: Internal Advertisement. Advertising. Head hunters/executive search organizations. Walk in candidates. Colleges and Universities

INTERNAL COMMUNICATION: Mobilink has maintained open communication channels both downward and upward in the company’s hierarchy. This is quite effective in creating a good working environment for the employees. The “HR” department basically involves here internally with the employees of Mobilink, dealing with their internal issues i.e. internal job postings & job referrals. Mostly all the conversation that is being carried on is through e-mails within departments and employees. All sorts of announcements are made through e-mails most of the time no such memos are used.

Communication Strategies followed by Mobilink: At Mobilink the working environment was very informal. People were encouraged to participate and they could easily communicate with their co-workers. Few of the things that we noticed about their communication flow were: a) Mostly downward communication occurs. However employee suggestions are also welcomed. They can talk to their superiors easily. b) Employees and workers are encouraged to participate in decision making to some extent. They are asked their opinions in any new package that the company is offering.

c) But mostly at higher level, GM of all the departments interacts with each other for major decisions. And the lower level is informed about the decision. d) No trend of memos, unless there is a major event or an unexpected holiday announcement. There is not much written communication. e) They mostly contact through a phone call or email. In a way we see that there is an open communication channel with in the company. There is the network of communication links within organization, to achieve the goals as well as institutional objectives.

Downward Communication In Mobilink message which is sent to workers by top authority is called downward communication. It is the is deliberate creation of communication channels by the top authorities on formal lines to inform, instruct, direct, suggest and evaluate employees in the process of coordinating individuals efforts towards organization goal. Downward communication takes place when managers like to inform or educate the employees. Downward communication is also utilized by the managers to send feedback to the subordinates as a response to the upward communication.

Upward Communication The message or any other data which is sent to authorities by the employees is called upward communication. Through this, top management can maintain continuous touch with the low levels. In absence of this communication top level will be isolated and in the long run managers will be totally fail to manage people and work Examples include, Complaints about working conditions or about any other negligent employee. The medium used include letters and emails.

Horizontal/ lateral communication Horizontal communication is a process of interaction between two or more individuals positioned at the same hierarchical levels of the same franchise

Crosswise or diagonal communication Flow of communication does not follow a particular direction. Example: A manager of some franchise may discuss the matters might discuss for any matters with each other.

EXTERNAL COMMUNICATION In Mobilink the external communication means sending messages to persons outside the company. The sources used by Mobilink for its external communication are as follows By Annual Report Media Advertisement Print media advertisement By giving packages Through services Through Presidents message Commercials breaks

Barriers to Communication in Mobilink The problems those are faced by Mobilink are as follows: Cultural Difference: Since Mobilink is a multinational company having thousands of employees from different areas and having entirely different culture, it faces a great problem in its day to day business activities. Emotional Interference: Mobilink has a huge area all over the world. And operate this huge mob employees is not an easy task. There are many reasons in which the employees become anger and which may cause of barriers.

Information overload and message competition: Mobilink in Lahore is the land office in Pakistan which deals to the whole Pakistan. There are million of message which come from customer and they have not enough time to read and reply, thus barrier in communication. Incorrect Filling: The head office of Mobilink in Pakistan is an example of incorrect filtering in head office. There are many offices by through message process to employees .the as it was should be do not reach to the employees, so they can not act upon the order effectively.

Language: Mobilink is a multinational company. It has thousands of employees from all over the world who deal to the customers. Customers have not knowledge about language of employees.

SWOT ANALYSIS OF COMMUNICATION CHANNELS AT MOBILINK:

Question 1: I am kept well informed about my work groups plans and progress

Question 2: I am kept well aware about company’s plans and progress:

Question 3: There are opportunities available to me to express my ideas to upper management.

Question 4: There is good communication in my group.

Question 5: There is good communication between people in different areas of the company.

Question 6: I am kept well informed by upper management on what's going on in the company.

Question 7: Considering everything, how satisfied are you with the amount of quality of communications in the company?

Questionnaire Part B Question : Which best describes your impression of communications within your company?

Question: How much of a typical company newsletter do you read?

Question: What is your overall evaluation of the newsletter?

Question: From which of the following sources do you now receive most of your information about what is going on in the company?

Question: How would you rate your manager’s communication skills?

Question: Is there good alignment between my department and other with whom you need to coordinate?

Question: Sufficient effort is made to get the opinions and ideas if the employees.

Question: Do you think performance appraisal is the right way to judge your capabilities?

Question: Performance feedback is done

Analysis of Data Obtained: The communication model of HR department of Mobilink is one of the best models. The employees on regular basis are connected to their coordinators respectively. If HR department gets any request from any other department for a post, the following procedure is adopted. Suppose the Marketing department needs a driver to run its on going outdoor shooting van. t.

The marketing department submits a formal written proposal to the HR department stating their requirements. The HR department then looks at the proposal and depending upon the need, advertises in the local newspaper to invite applications for the drivers. 15 days time is given to submit the application to the office. The HR department then checks all the candidates and without any priority, only merit based selection is done. The communication that takes place between departments is of much professional and mature in nature. Personal facts and details are avoided.

Every file sent or received to the HR department contains a CC. By adopting this strategy, every department in the company is fully aware of the operations of the company and no body remains uninformed. In order to make its human resource productive and efficient, Mobilink aggressively work in developing its human resource capital through international and local trainings as well as structured employee ‘well-being’ programs, making it one of the most sought after companies to work for in Pakistan.

The Communication Directions: 1. “Communication” as a Department. 2. Shall Follow the 15-Day Rule. 3. Effective & attractive letter writing convinces the audience. 4. Healthy Competition among competitors. 5. Smooth transmission of information from one person to another. 6. Remember To Create Business Time! 7. Thank note to customers!. 8. Dissemination of information in the print media! 9. Changes in Business Environment – Electronic Communication! 10. Technology wonders in Business Communication. 11. SOPs and MOUs have significant impact. 12. E-mail – Smart & Intelligent way to communicate.

Interview: Miss TahiraAminKhattak (HR-Relation Manager, F-7 Islamabad) An interview was conducted by our team members with the HR Departments HR Relationship Manager Miss TahiraAminKhattak, so as to find the internal situation of Mobilink’s HR department. The lady started by firstly explaining us with the importance of an HR department in any organization “An HR department serves as the crux of the whole organization; it can make an organization go sky high and can also make it collapse and crumble down”

When asked about the work force diversity and issues at HR in Mobilink she responded: As you know Mobilink is a international organization with a workforce that’s more heterogeneous in term of gender, ethnicity, age and other characteristics certainly some issues tend to arise some are of minor nature and some are major on the other end. However all such discrepancies of the personals are resolved there and than and no such delays are made. Further she told us that we take special care is taken of the employees, to improve their communication among the organization a liberal environment is provide in which every ones voice and suggestions are given weightage.

Moreover frequent activities such as tours to places for employs, intra-group and inter group assignments are given to employees so that they get well mingled up with each other which in turn increases there efficiency and group cohesiveness. Language courses are conducted on monthly basis which helps the employees to get equipped with the latest international languages which enhance their communication with foreign collogues. In short, we were told that Mobilink’s “HR Department “makes sure that the employees get what they want in terms of training, quality work environment, and friendly boss-subordinate relationship.

Conclusion: To conclude Mobilink has a strong HR system. That is the reason we didn’t found much discrepancies in what management says, what policies state and what employees say. 90 % of the times they were same. There are some minor discrepancies but they are adjustable with little effort.

RECOMMENDATIONS: Mobilink has a strong HR system. That is the reason we didn’t found much discrepancies in what management says, what policies state and what employees say. 90 % of the times they were same. However, there were some discrepancies that need attention and their adjustment can make this HR system best in Pakistan.

To establish core competence and to bring competitiveness, Mobilink should implement numerous effective plans to improve the performance of its various departments. Supervisors must manage employee performance well in order for Mobilink to accomplish its mission and achieve its goals. Following are some recommendations for Mobilink, which we personally feel can be useful for the organization, its employees and the customers: 1. Human resource department is not fully authorized to take all the decisions. Though HR department claims to have the overall management of the company but that actually is not the case.

2. One thing we observed during our project was that employees were not aware of the in depth policies. The main reason that we have understood for this is their lack of knowledge about policies formulation. Employees are not encouraged to give suggestions in policy formulation. So, our suggestion is that employees should be consulted while policy formulation stage. 3. Benefits and rewards are too complicated for anyone to understand. Though there are many of these but most of employees even have not information as to for what benefit they can go for. So, Mobilink should simplify its reward system for its employees to understand well.

4.The decision making is delegated to managers with goals set for each term promotion, hiring and firing is virtually in the immediate boss’s hand. This practice can cause disharmony among employees for power. Team based structure (like the one at PMO) should be preferred in all departments. 5. Mobilink pursues Zero-tolerance policy for disciplinary actions. This is good but not in all cases. Mobilink should look towards its discipline polices and try to be a bit more lenient. 6. Mobilink HR lacks in terms of career planning and development. This important function of HR does not have recognition in Policies’ statement. Mobilink should have a look at this.

7. Mobilink uses only policy specified sources for recruitment which are only 5. In this way it can loose some potential applicants that can be asset to organizations, just because they were not well communicated. So, Mobilink should increase its recruitment sources. 8.Communication: Establishing and maintaining effective communications with each Employee not only requires good oral and written communications Skills, but it also includes the ability to establish good working Relationships. To communicate effectively with employees, Supervisors must establish an environment that promotes an open Door atmosphere, the sharing of ideas, and employee involvement in decision making processes.

9. Setting Goals: Setting long and short-term goals with employees gives focus to Employee efforts. When goal setting is done poorly, work does not progress as desired. Knowing how to set goals effectively is an important part of Performance management. To do this well, supervisors need to be able to clarify expectations and to set realistic standards and targets. 10. Giving Feed Back: Feedback should inform, enlighten, and suggest improvements to employees regarding their performance. Supervisors should describe specific work related behavior or results they observe as close to the event as possible. .

11. Coaching & Developing: Using their coaching skills, supervisors evaluate and address the developmental needs of their employees and help those select diverse experiences to gain necessary skills. Supervisors and employees create development plans that might include training, new assignment, job enrichment, self study or work details

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