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Executive Summary
Warid Telecom is committed to distinctive quality and unparalleled customer service in all aspects of their business. The success of Warid Telecom is determined by the success of unified team operating in their organization. They have to earn trust and respect of their customers everyday in order that the customer makes the decision to choose their services. Their success is guaranteed by creative, productive employees who are empowered to make suggestions. Their jobs are designed to fulfill their mission. The primary goal of Warid Telecom is to live their vision and continue to be an industry leader. They achieve this through dedicated hard work and commitment from every employee. It is the desire of Warid Telecoms management, from top to bottom, to have every employee succeed in their job and assist in achieving their goals. Warid Telecom is an equal Opportunity Employer. They will extend equal opportunity to all individuals without regard for race, religion, colour, gender, creed, national origin, age, disability or handicap status. This policy affirms Warid Telecoms commitment to the principles of fair employment and the elimination of all vestiges of discriminatory practices that might exists. It is important that the employees will promptly notify the HR representative of any change in name, home address, telephone and other information. Regular work hours are 9:00 am to 6:00 pm, Monday to Friday. All Line managers should keep record of employee attendance. If an employee is frequently late without any acceptable reasons, the Line Managers should inform HR to exercise corrective disciplinary action. Identification cards are issued to all employees of Warid Telecom that shows the employee name, number and issuing date. Any kind of company property is not used for the personal use. It is the responsibility of all employees to maintain the confidentiality of information about Warid Telecom. The dress code for males is dress shirt, dress pants, tie and dress shoes. They can wear Shalwar Qameez on Friday. The dress code for females is Shalwar Qameez and Dupatta in Pakistani traditional style. Smoking is prohibited in the company buildings.

(CHAPTER 1) BUSINESS SECTOR AND CURRENT SCINERIO

Zong telecom works in an industry which is surrounded by tough rivalry. Competition is becoming intense day by day as the new entrants are gaining believe of the potential customers. The telecom industry has grown rapidly in the past couple of years as the usage of mobile phones has increased dramatically. With increase in supply and persuasive marketing by the mobile companies, customers can now bargain and dictate. Mobile companies now understand the power of customers and the relationship importance between customer and company as switching to other rival substitute services has become very easy. Competitors adopt new attractive marketing campaigns to position their brand in the mind of the customers. Aggressive advertising to retain and attract customers have become a top priority for any company to survive in competitor congested market.

(CHAPTER#2) BRIEF HISTORY AND INTRODUCTION

History of Establishment Abu-Dhabi group, which is led by Sheikh NahyanMabarak-Al-Nahyan, set the foundation of Warid Telecom (Pvt) Limited. The Federal Ministry forEducation of the United Arab Emirates is also controlled by Mr. Sheikh NahyanMabarak-Al-Nahyan. He is also the Chairman of Waridtel Wateen Telecommunications United Bank Ltd. He is also the Founder &Chairman of Bank Alfalah Limited. Now, Warid Telecom is a joint venture between Abu Dhabi Group & SingTel Group. Abu Dhabi Group entered into a strategic alliance with Singapore Telecom. Subsequent to this transaction in July 2007, telecom giant SingTel acquired 30% percent equity stake in Warid Telecom, Pakistan, for US$758 million. This partnership is part of a strategy to support Warid Telecoms continued growth and to enhance its market position. About Warid Telecom With the extraordinary working efforts of Waridtel Corp.s employees, it has been made possible to produce and deliver an incomparable quality network. Waridis providing the most state of the art network that comprises of many unique characteristics. At Warid Telecom customers are served with the approach that they are the most important stakeholders of the organization. Warid Telecom offers best voice quality and instant GSM & GPRS service. The dependable and perfect billing system of Warid Telecom provides a sense of satisfaction to the subscribers through its transparency. Furthermore customers can conveniently select from various billing options which are designed to facilitate different individual and corporate users. Vision Warid Telecoms vision is to become the primary service provider of all communication needs of subscribers in Pakistan 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. We want to live up to our motto of We Care. Mission Statement Warid Telecoms aim is to be perceived not only as a telecommunication operator of voice services but also as a universal provider of comprehensive communications services for both the individual and corporate customers. We strive to provide an optimum level of support and care

through our highly skilled and motivated team of professionals along with a focus on maximum network coverage and connectivity.

Core Values Warid Telecoms Core Brand Values comprise: 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 we 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. We 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 we 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 We are always open and honest. Warid Telecom has paved the way to expose hidden charges reduce tariffs and maintain a clean reputation. We say what we do and we do what we say. Customer-Friendliness We enjoy working and succeeding together by building close relationships. While we have a sense of purpose in our operations we also have a strong culture that demonstrates to customers that We Care. Warid Telecom considers the needs of customers first.

Products & Services Warid presents a wide selection of value added services. The world of Warid Value Added Services has unlimited options of not only communication, but also convenience, entertainment & personalization. These services comprise a myriad of options from entertainment to utility based services. Major services include Mobile, Fixed line Internet, and Corporate communications solutions.

PRODUCT LINES: Warid Micro SIM Prepaid GPRS Bucket Jhatpat Balance Surf @ Twilight Warid SMS Email Warid Call Block 9211 SMS commands Announcements Call Flow Warid Group SMS Warid Fantasy Cricket Warid Comedy Corner Bill Payment via ATM Missed Call Alerts Facebook Mobile Texts Upload Photos @ Facebook Youth Blog Zone Warid Music Club DUA Service Love Meter Mobile Games Pocket PCO Features Pocket PCO Bundle Charges Balance Share

International Topup Friend Finder Voice Mail Call Divert Call Waiting Conference Call Caller Tunes SMS Commands Features and Charging Song Search Zoom SMS Offer Call Me Back Warid Menu Services Latest Warid Offers News Sports Finance Music & Movies Anonymous Chat Horoscope SMS Games Jokes Religion weather Quotes Dictionary Time Check SMS 2 Email Warid Account Warid Fun Store Zem Gup Lagao Song & Greeting Dedication Warid Sports Station Islamic Service Zem Talky Warid Zone

Ring Tones Wallpapers Picture Messages Greetings Screensavers Warid Group Talky Warid Phonebook Backup Warid Alerts Namaz Timings Breaking News Jokes Horoscope Ayat Hadith Weather Update Mobile Wizard How it works?

Competitors: Warid is facing fierce competition from its rivals as the demand of the telecommunication sector has increased a lot. China telecom by the name of Zong is the latest new entrant in the market with aggressive market penetration strategies. Warid faces competition with the following companies: Mobilink Telenor Ufone Zong

Telecommunication industry is the most competitive market in Pakistan. Companies do almost everything to raise their market share including the price war thus customer bargains on his own ground. Another problem in the competition is that customers can switch to other substitute

service provided by the rivals very easily. The competition has left no choice for the companies to bargain or stand on their grounds. In telecommunication of Pakistan customer is the King.

CHAPTER#3) Organizational Setup

Warid telecom is a tall structure because of more vertical organizational levels. The hierarchy is under a chain of command. Warid telecom is performing its managerial activities with the help of centralized approach, because the hired managers dont allow lower managers to make decisions.

Employees The employees of Warid telecom are very energetic and motivated due to good organizational environment. The number of employees in an office not including the franchises because franchises are third party contracts can vary according to the need. Employees according to the market and operational need are hired thus main offices in every city has varied number of employees. Main offices: KARACHI LAHORE ISLAMABAD RAWALPINDI FAISALABAD MULTAN QUETTA PESHAWAR HYDERABAD JHELUM SAHIWAL DG KHAN GUJRAT GUJRANWALA SIALKOT ABBOTABAD MARDAN SARGODHA BAHAWALPUR RAWALPINDI SATELLITETOWN SUKKUR

Warid has its main offices in almost every main city of the country which further provides assistant to different districts etc.

Introduction to the departments:

HR Departmen t

Finance Departmen t

Warid Main Office Peshawar

Sales and marketing Departmen t

Customer service Departmen t

HUMAN RESOURCE DEPARTMENT: The basic function performed by HR department is that how to arrange the human resource and need for human resource forward to HR department by every other department. The functions of HR department includes recruitment, de-recruitment, selecting employees, maintain training secessions etc.

HRM Model:

HRM Planning Recruitme nt Selection Process Finalization of Competent People Orientati on Trainin g Placement & Adoption Performance Management Compensation Management Career Development Departu re De recruitment

Marketing and sales department:

Keep abreast of research results in the subject matter area of marketing; coordinate work with local, state, and national planning groups and other interested parties in helping them identify major problem areas and needs in marketing. It develop and carry out appropriate action programs that will result in significant improvements being made by those people concerned with problems of marketing. It coordinates efforts with representatives of other agencies or organizations or persons who are concerned with related programs. In every main office two or three employees are present in the marketing department and the rest work as members of sales department. This is due to the marketing decisions taken from the head marketing department in the head office. Sales department play a major role in every main office as it has to deal with all the territories and sale the Warid products and services. The main function of the sales department is to sale the services and products of Warid and to keep a friendly and good relationship between the company and the customer.

Finance Department:
Finance department of Warid telecom is accountable for all issues related to transactions on any level either at main or head office. Finance department allows the budgeted amount to flow according to the planned operations. Finance department audits and give important managerial information to managers so that the sales and administration operations shall not be disturbed. Approvals of products and finance for the company at any level are first concerned with finance department.

Customer Service department:

Customer service department specially looks after the solution of the problems that the customer faces. Customer service center is the place where the company solves the problem regarding his services and products. Customer service department of Warid is very helpful and dedicated towards the providence of value to its customers.

ORGANIZATIONAL DEPARTMENTALIZATION

Warid Telecom (Pvt.) Ltd. Head office is in EFU House on Jail road, Lahore. Warid has the maximum number of Sales and Customer Service Centers countrywide, backed by two stateof-the-art Contact Centers of international standards that are equipped with the right facilities to ensure real-time online services. Their highly trained and well groomed team of Customer Service Executives provides round-theclock-support. Warid has setup Corporate Lounges, with a customer-friendly environment to provide personalized care to our corporate clients. Furthermore, an extensive network of franchises, kiosks and mobile units ensure easy and convenient accessibility. Different divisions, department and functionaries working in the head office are: 1. Marketing 2. Human Resources 3. Financial Accounting & Revenue Assurance 4. Sales & Customer Services 5. Administration 6. Products & Services 7. Procurement & Logistics 8. Legal Affairs 9. Engineering & Information Technology 10. Audit & Risk Services 11. Quality Assurance 12. International Business 13. Public Relations 14. Operations and Project Management 15. Govt. Relations In the head office there are also offices of top management including CEO office.

MARKETING DEPARTMENT

Marketing is one of the core departments of any Telecom industry. Marketing department of Warid consists of five divisions: Marketing Segmentation and Strategy Marketing Finance Marketing Communications Marketing Operations Loyalty Each of above divisions consists of sections: Segmentation and Strategy Division Masses Segment Retail Operations ATL Youth Segment New City Launches Artworks designing Female Segment BTL Postpaid Segment Collaterals Prepaid Segment Events Marketing Operations Division Retail Operations New City Launches BTL Collaterals Events Marketing Communications Division ATL Artworks designing Loyalty Division Marketing Finance Division Sales Records Marketing Finance Division Sales Records Signing CEO notes Issues related to payments Preparing PRs Keeping financial records

HR DEPARTMENT

HR department is divided into two divisions responsible for 1. Recruitment Division 2. Training and Development Division 3. Compensation and Benefits Division The above divisions are responsible for Ensuring smooth functioning and deliverables pertaining to: Recruitment Process Interviews Candidate Assessment Training programs for employees Career Development programs Overall Management of HRMS and effective coordination with ERP for the deliverables pertaining to functionality of the system. Timely issuance and record keeping of all salary related employee letters Timely management of related and scheduled confirmations Posting of Status Change documents and maintenance of related records in HRMS and as a hardcopy. Timely execution of Payroll and related reporting pertaining to payroll. Handling and management of smooth Payroll Operations & effective related query handling Management of operations related to existing Official Cell Phones (Write Offs, Roaming, etc) Handling of Attendance Management System Overall operations and management of provident Fund Handling of Medical (OPD & Hospitalization) Handling of EOBI Handling of Life Insurance data and premium payments Employee Payroll Taxation (Certificates, E-filling) & related queries Overall effective and up-to-date Leave Management Up to date supervisor Data in HRMS in correlation with existing org charts and reporting lines Timely issuance and management of SSHR (self service HR logins to employees) Timely payment of internship stipends and up-to-date record of internships Posting of non-salary related information of employees in HRMS Employee visiting card data verification through system & coordination Handling of employee advance requests, in coordination with Finance Execution and activation of new employee joining benefits

Status change related benefits handling and related execution Issuance and record keeping of all non-salary related employee letters Verification of Fuel Cards and entitlement based fuel limits in coordination with Admin Timely conclusion of final settlement and clearance of resigned employees Personnel Management and up-to-date record keeping of all personnel documents in personnel files Overall management and handling of 3rd party account for NLI central employees Overall execution and management of 3rd party payroll country-wide

Financial Accounting Division:

Financial Accounting Division of Warid Telecom consists of four sections Operations Section Financial accounting related to operations. Operations include the financial issues related to franchises operations. Fixed Assets Section Fixed assets division of Warid Telecom looks after the fixed assets of Warid telecom. Fixed assets are very important for every organization because fixed assets tell the worth of the company. Accounts Payable Section Accounts payable division of Warid telecom looks after the liabilities to be paid. Accounts payable is very important for better credit rating of a company. General ledger Section General Ledger division is responsible for developing T-accounts which specify detail of each account separately, so that Treasury Control Section Treasury Control Section looks after the finances control the budgets and investments made by country from treasure. Managerial Accounting The division deals with the accounts management and coordinates with the financial accounting division.

SALES & CUSTOMER SERVICES DEPARTMENT Sales and customer services department of Warid Telecom consists of divisions incharge of: Contact and Support Centers Credit & Collection Customer Service Operations Direct Sales Telesales Personal Selling

ADMINISTRATION DEPARTMENT
This is a centralized department responsible for various administration and general supervision tasks which include: Local Government Relations Office Maintenance and management Office Building Locations / Civil Works Coordination with Architects / Contractors Transportation office

PRODUCTS AND SERVICES DEPARTMENT: Products and services department of Warid Telecom consists of two divisions 1) Voice related products & services division 2) Data related products & services division PROCUREMENT AND LOGISTICS DEPARTMENT: This department is in charge of all Logistics and Procurement-related matters. Procurement Division Procurement division of Warid Telecom is responsible for all the matters related to vendors. Procurement division of Warid telecom comprises of following divisions: Vendor Profiles management Inbound logistics Outbound Logistics

Logistics Division Logistics Division of Warid Telecom consists of five sections that are responsible for getting the right product to the right customers in the right place at the right time. Warid considers Effective logistics as a key to winning and keeping customers. Cost Management Section Warehousing Section Inventory Management Section Order Processing Section Transportation section

LEGAL AFFAIRS AND CONTRACT MANAGEMENT DEPARTMENT Legal Affairs and Contract Management department of Warid Telecom looks after all corporate and legal affairs and the legal implication of all the transactions that are carried out by Warid Telecom nationally and internationally. Legal Affairs and Contract Management Department of Warid Telecom comprises of two divisions: 1. Legal Affairs Division 2. Contract Management Division Above divisions are responsible for legal issues related to Financial institutions Procurement Leasing Property matters Media contracts International agreements Litigation (court cases) Contract Management prizes of marketing campaigns winners Legal department also oversees all the regulatory and legal implications of PTA and other governmental authorities.

AUDIT, RISK & CORP. GOVERNANCE DEPARTMENT Audits are carried out in every organization to ensure that there is check and balance and budgetary control on expanses of each department. Audit and Risk Services department of Warid telecom is responsible for: Check and Balance Expanses Risk Services Corporate Governance as per Government obligations CSR activities INTERNATIONAL BUSINESS DEPARTMENT International Business department of Warid Telecom deals with the issues regarding International Roaming Globalization Using methods and ways to meet global standards Comparing already existing system with international systems Liaison with foreign vendors according to the needs of different departments Liaison with Warid telecom in other countries PUBLIC RELATIONS Public Relations Department of Warid Telecom is responsible for establishing and maintain positive understanding, good image, between a company and its publics. Such publics include customers, shareholders, employees etc. OPERATIONS AND PROJECT MANGEMENT DEPARTMENT This department is responsible for ensuring business and site acquisition as well as site building, fraud management, revenue assurance and such other issues related with the successful completion of a quality project within required time. GOVERNMENT RELATIONS DEPARTMENT This division is responsible for maintaining an effective liaison of Warids corporate policy objectives and activities with the Government Agencies, Telecom Operators, Regulatory Bodies, Electronic and Print Media.

INTERNSHIP ROGRAM: I did my internship in Warid main office Peshawar. Warid main office Peshawar is a central branch and coordinates and facilitates with different district of Peshawar including tribal belt of KPK. Warid Peshawars basic objective is to increase the market share of the assigned territory and to maintain a steady and good relationship between the office and the customer in the territory. I was an intern in the HR department and got training in fields like recruitment and selection process. Training program: In HR department of Warids main office mainly these activities were done: Recruitment and selection Coordination Controlling Organizing

Description of tasks assigned to me:

As an intern my duties were to provide coordination and communication between departments and external environment. The coordination task included the applications and documents to go at appropriate places. Writing applications for new connections and ordering of files and documentation. Another basic responsibility was to insure that miscommunication between departments doesnt occur. Through my analysis, I found out the four main sub-departments or divisions in Warid Telecoms Human Resource Department. These are listed below: 1. Recruitment and Selection Division

2. Training Division 3. Compensation and Benefits Division 4. Organizational Development Division Some basic functions of HR that are being performed by HR department include recruitment and selection, interviews, orientation, training, careers development, record keeping of personnel and the needed and timely issuance of those records, dealing with changes in status, dealing with complaints and solving grievances, terminations and accepting resignation, medical expense claims, managing and assuring smooth pay roll operations every month, etc. Provident fund, leave management, payroll taxation transfer control are also HR departments responsibilities at Warid. The above mentioned are not the only functions that are performed by Warid Telecoms HR department. Various other tasks and operations are also performed to achieve the primary objective of Human Resource, which is to establish, maintain, communicate and disseminate the policies throughout the entire company in order to help and look after the employees of WARID while keeping in mind the company interests and objectives. Human Resource Planning (Procedure) At Warid Telecom, Human Resource Department is assumed as important as any other department. And that is the reason that HR practices are done through planned ways of work. However there are no specific planned number ofemployee vacancies in Warid Telecom. Human Resource is employed upon the number of personnel needed per year. Planning and hiring of the employees is done by company itself. It also sometimes takes the services from other recruitment firms. The demand for labor is forecasted by the company every year. Measures of the economy, actions of competitors, and change in technology and trends in the composition of labor force are taken under consideration while forecasting the demand. Furthermore an analysis is also conducted to see the number of people who are currently employed on different jobs and also to check if they have relevant skills according to their jobs. Goals are set by analyzing labor supply and demand. Downsizing of the employees are discouraged. Employees are hired on both temporary and permanent basis. Generally workforce is hired on permanent basis. Although some employees are hired on temporary basis, but after some time, based upon their work performance, they also get employed on permanent basis.

Recruitment and Selection: At Warid Telecom, jobs are dynamic and subject to change. Before the work is assigned to employees, jobs are precisely examined by the managers. This is done through Job Analysis. Analysis involves the identification of different tasks needed to be performed (job description) and accurately and specifically identifying the knowledge and skills required in a person to whom the job is being assigned, and also the conditions are described under which these tasks are to be performed. Job Analysis Human Resource Department of Warid Telecom generally conducts a Job Analysis when the organization wishes: - To introduce a new service. To establish a new unit to expand the existing unit. Or to launch a new product into the Market.

The purpose of job analysis is. 1. To collect information about the different level of activities to be performed.(Job Description). 2. To find out about the level of education, skills, experience and interpersonal qualities necessary to perform the said task.(Job Specification). 3. To select the right person for the right job. Recruitment

Human Resource Department of Warid Telecom mainly focuses on internal recruitment of employees on every level. Either it is a top management job or there is a need of a customer services executive(CSE), the emphasis mainly is upon the internal recruitment, reason being that the people who have their experiences with the organization, know the way of work in the organization more better than a person who will be hired from outside. Another argument is that there is a need for more training for the person who is new to the organization. However, it doesnt mean that the HR department of Warid Telecom always recruits from within the company. Recruitment is done on the clean merit bases and following sources are used to gather the CVs of the applicants: 1. Internal Circulation 2. Advertisement of a job vacancy on

a. Newspapers b. Magazines c. Internet 3. Staff Recommendations Selection Once the CVs are collected, these CVs are further analyzed by the HR department and candidates are called for the selection interview and the most suitable ones are selected. After the selection interview, the growth ladder is discussed with the new comers so that they can know the growth and promotion criteria better and start putting their efforts from the very beginning. Salary might also be negotiated with the new hires. It is the policy of Warid Telecom that two people from the same family cannot be hired in a same department or a function. At all the levels of the organization, two steps are followed while selecting the employees. These two steps are further discussed: Application Form Filling Interview In this interview, the candidate fills a specific application form in which he/she mentions the salary required by him/her, name of the organization currently working at (if any), previous relative working experience (if any) and all the basic necessary information. After that, an interview is conducted by the interview panel in which the candidate is analyzed carefully and it his/her personality is matched with the one required. Orientation

After the selection interview, an orientation takes place. At Warid, the orientation period is one week. The purpose of this is to help the new employee in becoming familiar with the organization, In understanding the overall goals of the organization, In understanding the tasks and duties assigned to him/her and to familiarize the employee with the policies, procedures and the way the organization works.

Training and development: Warid gives the utmost importance to its employees because they are the running blood of the organization. These employees are trained with time to time to enhance their efficiency level and to equip them with the new ways of doing things more efficiently and effectively. Training Need Assessment The need of training of Warid Telecoms employees is assessed by different ways. When employees are selected for a job and the tasks are assigned, every employee has a right to get a training relating to the work. Employees are given full chance of assessing their own training needs and if they feel the need for training, they can report to their immediate supervisor, manager of the office or to the HR department directly, depending on their position. Also if an employees supervisor or immediate boss is observing that the efficiency of any employee is decreasing, he/she may suggest or even give the training to that employee. Further, these trainings may be given in any of the following ways in or outside Warid Telecoms facilities. On Site Training includes: On-the-Job Training Coaching Job Rotation

Off Site Training includes: Lectures/Seminars Case Studies Computer Assisted Instructions

The basic theme purpose of giving this training to the employees is to develop the skills like verbal and written communication skills, interpersonal and social skills, technological skills, learning skills and ethical behavior. Once there is adequate amount of all these skills and characteristics in an employee, he/she is assigned the real tasks of the job.

Performance Appraisal Process: The way Warid Telecom treat its human resource needs no introduction as it has all been discussed above. Now when it comes to Performance Appraisal process, it starts with the collection of data about an employees performance at work. It is collected by different tools, e.g. attendance, time of completing given tasks, number of tasks performed out of job description (if any), efficiency in completing given tasks and effectiveness of the work done with respect to accuracy and overall effect at the working of organization. This said criterion may differ from job to job as the attendance of an employee who is a guard may have more weightage than that of a manager. The low level managerial or non-managerial staffs performance is normally evaluated by the business center managers or franchise holders themselves. The transparency and honesty in work is also given a high weightage at Warid Telecoms facilities, and it is made sure that every employee does his/her work with the honesty as he/she is supposed to do. The procedure that is followed for the Performance Appraisal system is as discussed here. 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 Companys expectations, the probation may be extended or his/her service may be terminated. All such decisions are made in consultation with HR Department. The managerial staffs performance is generally evaluated by the top management who has the ultimate authority and right of taking work from the employees and evaluating their work against the settled criteria. Their work require more focus and efficiency than the lower level management and thats the reason that their performance evaluation is done by the senior level management and decisions regarding as to retain or fire and hire a new employee at such a post, are also taken by the top managers. The clerical and non-managerial staffs performance is also monitored very closely, but this is mostly done by the middle line managers and immediate bosses. An example can be that, a customer services representative (CSR)s performance maybe monitored very closely by checking his/her behavior with the customers and the effectiveness in regards that how good is he or she in satisfying the customer, and this check can be performed by the business center manager, a call center supervisor or maybe a franchise manager or some person from HR department itself if available. A sweeper will be monitored by his very immediate supervisor who is the head of the sweepers or the head of the cleanliness maintenance department.

Salary Structure, Compensation & Benefits Salary Structure The Companys salary structure consists of salary grades and salary ranges. Structure of salarys existence of 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 maintain the competitiveness of the salary structure. It depends on how competitive we 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 employees related skills, knowledge and experience. The employees trend of performance over time versus the current year. Internal and external pay equity. Pay relationships: where to position the employees base pay relative to others within the department who are performing similar work. Warid Telecoms 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. All employees will be paid around the 30th of each month. If the pay day happens to be a holiday, then the day before that day will be used as pay day.

As a matter of Warid Telecoms 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. I this is appropriate, it is possible that there is no salary increase.

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 employees 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. For details please watch compensation and beneficial departments The employees are eligible to claim their medical outpatient expenses up to a maximum of one months grass salary each year. The following are covered under outpatient treatment 1. Consultation 2. Prescribed medicines 3. Pathological/clinical tests and x rays The Company will reimburse the cost of following vaccinations for employees and their dependents. Small pox Cholera Polio Typhoid Whooping cough( infants and children) Tetanus BCG for children only Diphtheria Gamma Globulin Hepatitis

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. All employees would be given a cellular connection, with the monthly maximum limit considering their level of responsibility and job functions. It is expected that employees with the company cellular phone facility keep their mobile activated for business use 24 hours a day and 7 days a week. 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 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. Organizational career management: 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 well being of all other Warid Telecoms 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 we 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 we 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 we 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. 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 well 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 individuals wellbeing, 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 not permitted in the workplace. If the company hears information that is questionable, we 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. It is the companys policy that all employees have the right to work in an environment free from any type of illegal discrimination, including sexual harassment. Any employee found to have engaged in such conduct will be subject to immediate discipline up to and including discharge. No employee is allowed to exchange gifts with any of our suppliers, vendors, franchisees etc in the tune that may construe to greeting any direct or indirect benefits from the employee in a sense that compromises the meritocracy standards of the organization. Employees who receive

any kind of gift from suppliers, vendors, franchises etc will be required to promptly inform his/her Line managers and GM Human resources for any further action that management deems appropriate. Corrective disciplinary process is to provide employees with an opportunity to correct performance related problem/misconduct and avoid recurrence of them and to protect the interest of the company by promoting fair and consistent disciplinary action when needed. Three steps in disciplinary process are given below: Verbal warning: It is usually given by the department Manager in case of a performance deficiency or a first offence involving misconduct. Written Improvement notice: It is given by the Department Manager to the employee if the performance deficiency/misconduct described in the verbal warning discussion has not improved in the stated time period. Discharge: This is the final disciplinary action and will only take place if the employee performance/misconduct did not improve despite verbal and written notice, or f the employees performance/conduct reverts back to an unsatisfactory level within 6 months after the expiration f the written notice. Problem solving: The problem solving strategy used by Warid telecom is: DO IT 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. Planning Sell ideas Action. Resignation and Exit Resignation process in Warid telecom is given as:

Resignation is the voluntary termination of service by the employee. Resignation is assumed when an employee fails to return from a leave of absence or refuses a comparable job offer upon return from a leave of absence. Resignation is considered when an employee is absent for 3 consecutive unexcused and unreported working days or exceeding 6 days within a month, Notice of resignation for confirmed employees in 1 month or otherwise 1 gross salary will be deducted from final settlement. Annual leave balance at termination must not be used s part of termination notice and must be settled by payment unless exceptions are made by the management. Employee should return all company property (i.e. Employee ID, laptop computers, USB drive etc) at the time of resignation.

Discharge is the termination of services of an employee by the company for the following reasons: Misconduct, performance deficiency Inability to perform due to mental/physical incapacitation. Unavoidable management circumstances. Human Resource division will conduct an Exit Interview with the employee leaving the organization before or on the last working day. Employee exit interviews are used last working day. Employee exit interviews are used to gather information from separating personnel. The survey covers issues such as benefits, working conditions, opportunities for career advancement, the quality and quantity of the work load, and relationship with co-workers and supervisors. The purpose for such data collection is to gather data for improving working condition and consequently retaining employees.

IN DEPTH SWOT ANALYSIS In order to find what are the strengths, weaknesses, opportunities and threats faced by Warid Telecom, Pakistan. How can they increase their market share in Pakistan Cellular industry? Following is the SWOT Analysis of Warid Telecom Pakistan. Strengths of Warid Superior product quality for customers Better customer relationship than competitors Extra features and services Committed and efficient staff Strong financial base

Products innovations ongoing Good reputation among customers Good packages according to the target market Management is rational and understanding the situation Low price as compared to quality provided

Weaknesses of Warid Less time in market as compared to major competitors Less coverage as compared to major competitors Less experienced employees than competitors Not able to capitalize on start

Opportunities for Warid: A developing market Mergers, joint ventures or strategic alliances Could develop new products Extension to overseas Decline of major competitors Technologically better environment New launches More customers after re launch

Threats for Warid: Emerging companies in market Unstable political conditions New companies in market High public expectations Low prices of competing brands

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