ASSIGNMENT

On
Human Resource Management
(Multinational Human Resource Management)

Submitted to
Ms. Parul Akhtar
Lecturer
School of Business
Ahsanullah University of Science and Technology

Submitted by
Group-1
Sharmin Akhtar Nipa
ID: [Link]
Farzana Hossain Nipu
ID: [Link]
Monzur Alahi Sabbir
ID: [Link]
Toufiqul Islam Uzzal
ID: [Link]
3 year 2nd Semester
rd

School of Business
Ahsanullah University of Science and Technology

Date of submission: June 20, 2010

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 Table of Content

Topic of our Multinational Human Resource Management…………………3

Abstract…………………………………………………………………………..4
Multinational Human Resource management………………………………..5
Planning for the organization…………………………………………………..6
Vision of Warid Telecom……………………………………………...………..6
Organization structure………………………………………………………….7
Levels of Management…………………………………………………………7
Chart of levels of management………………………………………………..8
Chief HRM policies……………………………………………………………...9
Recruiting Procedure………………………………………………………….10
Selecting Employees………………………………………………………….11
Training…………………………………………………………………………12
Job Design……………………………………………………………………..13
Customer Services…………………………………………………………….13
Job Evaluation…………………………………………………………………13
Salary Structure………………………………………………………………..13
Compensation and Benefits………………………………………………….15
Employees Conduct and ethics………………………………………………16
Problem solving………………………………………………………………..17
Advantages or Opportunities for the Company…………………………….18
Disadvantages of the Company……………………………………………...18
Suggestions…………………………………………………………………….19
Conclusion……………………………………………………………………...20
Reference………………………………………………………………………20

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 Topic

MULTINATIONAL HUMAN RESOURCE MANAGEMENT

(Warid Telecom)

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Abstract
Warid Telecom International Ltd. is a GSM-based cellular operator in Bangladesh.
Warid was the sixth mobile phone carrier to enter the Bangladesh market, and launched
commercial operations on May 10, 2007. Warid Telecom International LLC, an Abu
Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti
Airtel Limited for US$300 million. Bharti Airtel Limited will take management control
of the company and its board, and will relaunch the company's services under its own
Airtel brand. The Bangladesh Telecommunication Regulatory Commission approved the
deal on Jan 4, 2010.

On July 19, 2007 Warid Telecom announced in major dailies of having achieved one
million subscribers in the first of 70 days of operation. As of December, 2009 Warid has
secured 2.99 million subscribers and is ranked fourth among the six operators.

At present they are doing their businesses in-

Abu Dhabi or Dubai

Bangladesh
Republic of Congo
Ivory Coast
Pakistan
Uganda
In all the branches of Warid Telecom, they follow almost same strategies for the
company.

WARID TELECOM is a private limited registered company, having registered

trademark. The total investment is debt-equity based with the ratio of 40:60. Means the
40% of the total investment is loan based and the other 60 % is equity based. The
company have license to sell MOBILE GSM connection and provide of all kinds of
mobile connection services to run business.

The mission of Warid telecom is to be the leader in the innovations and services. They
have some visions. Strategic vendors and partners to assist in rolling out these services in
a timely and efficient manner with a focus on turnkey solutions and premium
propositions

Strong partners to assist in launching these services and creating effective sales &
marketing / business development opportunities for all too operationally and financially
gain. Consultants and experts are engaged to help deliver this vision.

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HUMAN RESOURCE MANAGEMENT (Multinational)

Multinational or International Human Resource Management (IHRM) is the process of

procuring, allocating and effectively utilizing human resources in a multinational
corporation.

When compared with domestic human resource management, IHRM requires a much
broader perspective on even the most common HR activities.

Almost all the branches in different countries, Warid Telecom follows almost same
strategies.

HRM of Warid Telecom is comprises of different steps-

HRM Planning

Recruitment

Selection procedure

Controlling

Organizing

Levels of Management

Methods of Training

Compensation procedure

Performance

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PLANNING

In the management process, planning is the first and most important step. It includes
defining of objectives, assigning of responsibilities, carrying out of actions to reach the
desired objectives working through other people. Then evaluating operations and
changing and redirecting when necessary. The management process begins with planning
and continues along with it every step of the way. Warid Telecom as a multinational
company follows this planning strategy to develop their business.
The basic steps they used to develop a plan are:

First: Establish the objectives. What is to be accomplished?

Second: Outline the procedures.
Third: Assign responsibilities.

Vision of Warid Telecom

Warid Telecom’s vision is to become the primary service provider of all communication
needs of subscribers in all branches‚ supported by exemplary customer care. This can
only be possible by a vigilant eye on all aspects of our operations; from network quality
to innovative services. They want to live up to our motto of We Care.

Warid Telecom’s brand values include:

Quality – Investments in an organization must be spent effectively to gain

targeted success. Warid Telecom has an uncompromising commitment to quality
in this regard. That is why they spare no efforts in pursuing the best in
network‚ services‚ products and HR.

Simplicity – The industry trend is to complicate all aspects of telecommunications

to intimidate the user into benign behavior. Warid Telecom encourages
subscribers to be bold‚ knowing that they are getting what they asked for. They
keep things simple‚ easy to understand and even easier to use.

Innovation – For years‚ people complained of the same things on mobiles. At

Warid Telecom‚ They constantly look to make the communication experience
different by doing things in a better way. That is why the telecommunications
market is totally different from three years ago.

Transparency – They are always open and honest. Warid Telecom has paved the
way to expose hidden charges‚ reduce tariffs and maintain a clean reputation. The
company says what they do and they do what they say.

Customer-Friendliness – They enjoy working and succeeding together by building

close relationships. While they have a sense of purpose in our operations‚ they

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 also have a strong culture that demonstrates to customers that We Care. Warid
Telecom considers the needs of customers first.

Organization Structure

Human Resources Development is the structure that allows for individual development,
potentially satisfying the organizations, or the nation's goals. Development of the
individual benefits the individual, the organization—and the nation and its citizens.

Human Resources Development in this treatment can be in-room group training, tertiary
or vocational courses or mentoring and coaching by senior employees with the aim for a
desired outcome that develops the individual’s performance. At the level of national
strategy, it can be a broad intersectional approach to fostering creative contributions to
national productivity.

Warid Telecom is working on centralized procedures department wise. They are

decentralized in way that they can perform their operation separately. But the decision-
making is centralized for every single purpose decision comes from the same channels.

Levels of management
Warid Telecom generally follows a very formal and friendly structure.
Chairman
Board of Directors
CEO
General Managers
Senior Managers
Assistant Manager
Shift Manager
Executives
Manage in Training
Supervisors

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The employees and the workers are advised to go to the senior managers of the outlet if a
problem is occurred, there is a bigger issue then it is discussed with the senior’s managers
and if there is a crisis then it is immediately taken to the CEO for the solutions. A
meeting is held after six months or annually so that a preview of the company’s outlook
is checked, or seminars are conducted to assure the safety and security of the company.

Chief HRM Policies

There are some HRM policies for employees from Recruiting to problem solving.

Providing Equal Employment Opportunity and a safe Workplace

Planning and Recruiting

Selecting Employees

Training Employees

Job Design

Customer Services

Job Evaluation

Salary Structure

Compensation and Benefits

Employees Conduct and Ethics

Problem Solving

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Recruiting Procedure
There is no specific number of per year vacancies in Warid telecom. It depends upon the
number of employees needed per year. The company plans and hires the employees itself.
It does take the services from any other recruitment firm. The company forecast the
demand for labor every year. During forecasting They include measures of the economy,
actions of competitors, and change in technology and trends in the composition of labor
force.

Moreover they also conduct an analysis that how many peoples are currently working on
different jobs have relevant skills according to their jobs. Warid Telecom has long term
goals. They set our goals by making the analysis of labor supply and demand. They also
focus on our product and try to improve it with the passage of time.

The company did not downsize their employees; they hire workers on both temporary
and permanent basis. Mostly workers are hired on Permanent basis. Some workers are
hired temporary but based upon their work, after some time they are also appointed as
permanent workers.

The two main sources by which the company recruits the Human Resource are given
below:

Internal Source: In this source any one employee, within the company who will be able
to done the high post job, is selected. The information about the post or vacancy is pasted
on bulletin boards; on co-operate intranets and anywhere else. This source is used less.

External Source: In this source the advertisement is published in newspapers.

Candidates are selected from applicants by conducting interviews. In this case people
also use some references to gain the jobs. This source is used more.

Moreover they also publish the vacancies also on internet. So the peoples apply from
internet are called for interviews and for further process. If the company made its
franchise on any rural area, then company prefer to hire the person from that area because
it is easy for customers to communicate.

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Selecting Employees
Like every multinational company, Warid Telecom has also a specialized procedure for
selecting the employees. The selection process is described as follows:

Requisition raised by concern department.

HR Department processes this requisition.

Publish the advertisement in the newspapers.

Screening the application forms and resumes.

Interviewing Candidates

They select the employees on the basis of work experience and knowledge. Good results
are also matters but knowledge is very essential for concerned job. In selecting the
company conducts tests for clerical jobs. There are some engineering tests,
communication skills tests, computer knowledge tests and many more based upon the
vacancy.

Line Managers and Human Resource Managers conduct interviews from the candidates.
But if there is an interview for some special posts like General Managers etc, then Board
of Directors and Chief Executive Officers conduct interviews. The company conducts all
types of interviews like structured, situational, behavior description, and panel interview.
In most of the cases, there are panel interviews. The selected candidates are informed by
both e-mail and postal services.

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Training

Human Resources Development is the framework that focuses on the organizations

competencies at the first stage, training, and then developing the employee, through
education, to satisfy the organizations long-term needs and the individuals’ career goals
and employee value to their present and future employers. Human Resources
Development can be defined simply as developing the most important section of any
business its human resource by attaining or upgrading employee skills and attitudes at all
levels to maximize enterprise effectiveness. The people within an organization are its
human resource. Human Resources Development from a business perspective is not
entirely focused on the individual’s growth and development; it focuses the entire growth
and development of the company.

In Warid telecom different method are used for employee training.

•On site training

–On-the-job training
–Coaching
–Job rotation

•Off site training

–Lectures/seminars
–Cases studies
–Computer-assisted instruction

There are two types of trainings given to the employees. The types and their durations are
given below:

For Local Trainings (maximum 1 Weeks)

For Foreign Trainings (maximum 2-4 Weeks)

Skill Training:

Warid telecom wants some skills developed through training methods. These are-
•Effective verbal and written communication—effective listening
•Interpersonal Skills
•Public Relations Skills
•Technological Skills
•Workplace Attributes
•Ethical Behavior
•Individual Accountability
•Responsiveness
•Learning from failures/mistakes

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Job Design
The HR Department designs the jobs in which they define how work will be performed
and what task will be required in a given job. The four phenomenon of Job that is
practiced in Warid Telecom are given below:

Job Enlargement: to some extent at managerial level.

Job extension: many times.

Job rotation: how to some extent in Inter-department.

Job enrichment: many times.

Customer Services
Due to operational requirements, the timings for customer service division may differ and
are communicate accordingly. A cheerful and positive attitude is essential to our
commitment to extraordinary customer service and impeccable quality. It is essential that
the employees act in a professional manner and extend the highest courtesy to co-
workers, visitors, customers, vendors and clients.

Job Evaluation

All new staff (except GMs or above) will have to undergo probation period for 3 months.
During the Probation period, the notice period is one day. Performance of the employee is
monitored closely, if the new staff is unable to perform as per Company’s expectations,
the probation may be extended or his/her service may be terminated. All such decisions
are made in consultation with HR Department.

Each job evaluation is assigned with a grade which has a particular salary associated with
it. This range is applicable to all positions assigned to that grade. Every salary range
associated with a grade, has a minimum and maximum level.

Salary Structure
The Company’s salary structure consists of salary grades and salary ranges. It is
established based on the relative values of jobs as a result of job evaluation process and
competitive market practices. The existence of structure allows differences in
performance and contribution to be rewarded at different salary levels. Every year, the
company reviews its salary range in accordance with the results of a market survey to

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maintain the competitiveness of the salary structure. It depends on how competitive they
are when compared to the market.

The criterion which is used by the company for deciding the salary of an employee
includes the following:
The employee’s related skills, knowledge and experience.

The employee’s trend of performance over time versus the current year.

Internal and external pay equity.

Pay relationships: where to position the employee’s base pay relative to others

within the department who are performing similar work.

Warid Telecom’s Philosophy is to “Pay or Performance”, by comparing ourselves

primarily with other Telecom companies and also with multi-national consumer product
companies. They position their pay structure at 80th percentile of market and their
benefits are at market average. If an employee does not work for a full month, his/her
salary for that month will be prorated.

As a matter o Warid Telecom’s policy, disclosure of salary information is strictly

restricted. The specific salary paid to an individual should not be disclosed to anyone
within or outside the company. If any employee discloses the salary information to
anyone within or outside the company there is a strict disciplinary action against him
including immediate termination from his/her service.

The company made salary review because in this way it is easy or the company or
determining who is qualified to receive salary increase. The factors considered in making
the salary review are:

Current performance of the employee.

Current position of his/her salary within the assigned salary range

.
If this is appropriate, it is possible that there is no salary increase.

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Compensation and Benefits

Following are the benefits given by Warid Telecom to its employees:

Group Life Insurance.

Hospitalization.

Out Patient Medical Practice.

Dental Treatment.

Preventive Measures.

Cellular Phone Policy.

Car Policy.

Others

 Group life insurance coverage is provided to all employees. In the case of

an employee’s death the beneficiaries of the employee shall receive the
insurance benefits .the amount would be doubled in case of accidental
death.

 All employees their spouse and children up to the age of 25 (no limits for
the unmarried daughters) dependent parents are eligible for the
hospitalization.

 The company expects its employees too appropriately and reasonable use
the cellular facility, keeping the perspective that this is a business tool and
not a benefit /perk. Furthermore, all personal /private calls shall be
identified and duly paid by the user. If the cellular phone bill exceeds the
stipulated limits, additional bill is deducted from salary of the employee.

 Warid Telecom provides all eligible employees (except GMs) with the
corresponding car allowance to compensate them for official commute,
business and personal use. Pool vehicles & Department Vehicles
Necessary maintenance and provisioning of Pool/Department vehicles are
the responsibility of Admin Service department.

 All regular employees are entitled to one monthly gross salary per year of
service, as gratuity after completion of one year of service. Gratuity
amount is based on pay rate at the end of employment. All regular

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 employees are entitled to contributory provident fund. The provident fund
shall be deducted at a rate of 9% of basic salary per month after successful
completion of 90 days probationary period.
Employees Conduct and ethics

General employee conduct policy is given below:

All the employees shall have equal rights as employees of this company
regardless of the position held. They shall observe the rules and regulations
related to their work. Each employee shall be responsible for ensuring the best
accomplishment of his/her assigned task.

All employees shall strive to create a positive work environment protective to will
being of all other Warid Telecom’s employees, individually and in groups.
Employees are expected to treat fellows’ employees respectfully and courteously
and be supportive of one another.

It is the policy of the company that certain rules and regulations regarding
employees’ behaviors are necessary for the efficient operations of the Company
and for the benefit and protection of the rights and safety of its employees.

Ethical principles are the values that set the ground rules for all that they do as
employees of Warid Telecom. As the company seeks to achieve responsible
commercial success, it will be challenged to balance these principles against each
other: always mindful of their promise to shareholders that they will achieve
responsible commercial success. Following are the ethical principles practiced in
Warid Telecom:

Honesty: They will not say things that are false. They will never deliberately mislead.
They will be as candid as possible, openly and freely sharing information, as appropriate
to the relationship.

Promise-keeping: They will go out to great lengths to keep our commitments. They will
not make promises that cannot keep and they will not make promise on behalf of the
Company unless They have the authority to do so.

Fairness: They will create and follow a process and achieve outcomes that a responsible
person would call just, even-handed and not arbitrary.

Respect for others: They will open and direct in our communication and receptive to
influence. They will honor and value the abilities and contributions of others, embracing
the responsibility and accountability for our actions in this regard.

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Compassion: They will maintain an awareness of the needs of others and act to meet
those needs whenever possible. They will also minimize harm whenever possible. They
will act in ways that are consistent with our commitment to social responsibility.

Integrity: They will live up to Warid telecom ethical principles, even when confronted
by personal, professional and social risks, as will as economic pressures.

Each staff will be judged on merits of their performance and no favoritism preferential
treatment within/cross department(s) will be allowed. Warid telecom is committed to
providing a safe and productive work environment for all employees. The company
believes that its employee should be treated with dignity and respect. Threats or acts of
violence by an employee or any other person on Warid telecom Premises to another
individual’s will being, life, health, safety, family or personal property will not be
tolerated.
Threats and acts of violence, including, but not limited to threatening language, behavior,
physical alterations, e-mails, written materials and destruction of personal property is
strictly prohibited. Firearms and/or weapons of any kind neither are nor permitted in the
workplace. If the company hears information that is questionable, They question it as to
its validity and not simply pass it along to others and not react. Any malicious rumors
need to be challenged as to its merits.

Problem solving

The problem solving strategy used by Warid telecom is:

“DO IT”
That is-

D: Define Problem

O: Open mind 7 Apply creative techniques.

I: Identify best solution.

T: Transform.

Next Approach:
Problem finding.

Fact finding

Problem Definition.

Ideas Finding

Selection.

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 Planning

Sell ideas

Action.

Advantages or Opportunities for the Company

There are some advantages or opportunities of Warid Telecom in Bangladesh.

Compatible Prices.(i.e. 7 fnf numbers, instant cash back offers, recharge bonus)

Variety of tariff plans.

Best Vendor Selected.

Customer Focused Services.

Experienced higher Management.

Easy access to customers.

Working on staff development strategies.

Higher Pay structures.

VAS ( Value added services, including extra features)

Enough market study.

Effective marketing strategy.

Return back granted.

Internet facilities.

Disadvantages of the Company

There are also have some lacking of Warid Telecom which can be covered though the
identification and analysis.

Network issues (signals fluctuation problem)

Coverage Issues (city coverage is a big issue)

Delayed activities.

Difficult to convert the customer of the other companies user.

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 Moderately high rate of calls.

Inadequate customer care center.

Lack of new offers or packages.

.Suggestions
From the above analysis about HR strategy and product advantages and disadvantages of
Warid Telecom International Ltd. in Bangladesh, we can make a suggestion overall at our
point of view.

Sometimes they do not follow the Human Resource strategy of all the branches. They
should improve some of their procedures of HRM-

They should improve their planning activities or way of planning for the
organization. Sometimes it is very difficult to reach the goals according to the
plan. So, they should take measures for all kinds of anticipated problems or
barriers.

They should motivate their employee in a way that they can get a well feedback.
If they do not motivate their employee in an effective way, they will not get
effective feedback.

Feed back system may work much effective for Warid telecom. They should get
feedback from employees and customers both to evaluate the performance.

Opportunities for employee should increase.

Recruitment system should be more effective. If the input is well, the output will
be better.

Training for employees must apply some technique for better employee for the
organization.

There are some other customer oriented suggestions which are related to the Products or
services. These are-

Decision makers should solve the problem of network coverage of the phone.
Call rate should be reducing. (Peak off peak should cancel).
People want more facilities such as- better service, helpline.

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 The company should pay attention to the registration of the Sim Card of mobile
phone. Due to unregistered Sim card, crimes are increasing day by day.
Increase offers or packages that can effort any levels of customers.

Conclusion
Warid Telecom International Ltd. works according to the need, wants and demands of
the people who are searching for the quality on cheaper prices. This company wants to be
honest and wanted to minimize the inflation in the prices of mobile connections. It’s not
only inflation in prices but the poor quality which forces the company to serve the people
with change and give them respect and freedom to satisfy for what they are paying
enough. They are well managed, organized. By overcoming barriers they can be an
effective market leader in the telecommunication field in Bangladesh.

Reference

Search engines:

[Link]
[Link]

For some others information:

[Link]
[Link]
[Link]
[Link]
[Link]

From book:
1) Human Resource Management (sixth edition) by Fisher, Schoenfeldt, SHAW.

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 2) Management (6th edition) by James A. Stoner, R. Edward Freeman, Danial A.
Gilbart, J.A.

Some other information about the product features, advantages and

disadvantages was collected from some Warid users.

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