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http://www.docstoc.

com/docs/17455320/UFONE-Marketing-Management#

Policies & Process


Processes ...
International Roaming Ufone provides international roaming facility to both Prepaid and Postpaid customers in various countries. International Roaming Service is activated by default on your Prepaid connection. For Postpaid however, security deposit of Rs. 15000/- will be required. You may visit Service Center or Franchise with deposit amount and required documentation including Original and copy of Computerized National Identity Card and original paid utility bill (not more than three months old) OR copy of valid passport of same address. Ufone also offers SMS roaming facility to its customers. Through this service you can use your Ufone number for sending and receiving SMS services only while roaming. Incoming and outgoing calls, GPRS and MMS are not available in SMS roaming. New Connection For New Ufone connection please visit Service center or franchise with your Computerized National Identity Card and its copy. Charges for new connection are Rs. 100/You will get preloaded balance of Rs. 50 along with expiry of 30 days in your prepaid SIM. Security deposit will be required as per desired Postpaid package and access level. Mobile Number Portability Information With mobile number portability, you can switch your network while keeping the same number. For changing network, please ensure that the number is registered on your name. Ownership can be confirmed by sending MNP to 667. Forward the received response to 76333. SMS charges will be charged as per your network tariff. After confirmation of ownership, request can be entertained from 333 or you can visit Ufone Service Center or Franchise with original Computerized National Identity Card and active SIM. New SIM Activation For activation of a new SIM dial 789 from your new SIM and provide information from your Computerized National Identity Card. Upon verification SIM will be registered in your name and activated. Beside your Computerized National Identity Card Number, Name and Father Name, mentioned on your Computerized National Identity Card, secret questions like Mothers Name or Place of Birth may be inquired when you call 789 helpline for SIM activation. Disown numbers not in your use To check the count of numbers registered in your name on any network you can SMS your Computerized

National Identity Card number to 668 and in return get a response from Pakistan Telecom Authoritys database on the count of mobile numbers active against your name at each Mobile operators end. If the information received is not correct, you may visit the nearest Service Centre or Franchise centre of the respective operator for rectification of records and disown numbers not in your use. Transfer of Ownership To change the ownership of a number, you may visit Service Center or Franchise along with your original Computerized National Identity Card and active SIM card. In addition, presence of transferee (if known to you) along with his/her Computerized National Identity Card and NOC (No Objection Certificate) is mandatory. SIM will be registered in your name after detailed verification. Transfer of ownership will be free of cost. Ownership of numbers Ported In from other networks or special numbers cannot be changed.

Product Change ...


From Prepaid to Postpaid To convert your Prepaid connection into Postpaid you may visit nearest Service Center or Franchise along with Computerized National Identity Card and SIM. Select required package and desired access level. Submit required security deposit and number will be converted to Postpaid. For Postpaid to Prepaid You can also convert your Postpaid connection into Prepaid after utilizing Postpaid services for 90 days. Security Deposit will be returned to you upon conversion for which you will be requested to visit Service Center or Franchise. Rs. 200/- will be charged for this conversion. Reconnection You can get your cancelled Ufone numbers reconnected without paying any extra charges from Ufone Customer Service Center or Franchise. You can also get free of cost SIM if you have lost your old SIM card. For Postpaid reconnection, security deposit will be required as per desired package.

Human Resource Management o Marketing Department o Commercial Department o Sales Department o Finance Department o Payroll Department o

Information Technology Department o Engineering Department o Administration o Auditing Department o Customer Care

http://www.scribd.com/doc/24651247/Marketing-Report-Ufone

Human Resource Department

Human Resource department is being headed by the HR executive designated as Chief of Human resource department. The department is working for the personnel in the organization. There are 3 main sub-heads in the department Recruitment and Compensation Benefits Ufone has this policy of not mentioning the name of the company in a job advertisement. Usually hiring takes place through outsourcing with a help of a third party. Final selection takes place after the candidate has been interviewed by the Manager of the department who requires the new employee and then the HR Manager. A very effective way to retain an employee is to give him compensation and benefits. At Ufone following benefits are given: Medical Facility to employee and his/her parents and Paid Vacations, Gratuity, Provident fund etc. HR Operations HR operations at Ufone include the working over all Human resource Functions that are Orientation Human Resource Planning HR hiring / recruitment Selection Process Compensation and benefits Training and Development Human Resource Information system

Recruitment & Selection Recruitment is the process of gathering a pool of candidates for an organizational vacancy. Selection is the process of short listing only the qualified candidates who are fit for the job. In terms of recruitment and selection it is important to consider carrying out a thorough job analysis to

determine the level of skills/technical abilities, competencies, flexibility of the employee required etc. And HR at Ufone follows these criteria. Ufone policy of recruitment is very simple, if at any time there is a vacancy, due to retirement, resignation, if employees opted for the golden handshake or the death of an employee, the management of the branch will inform the head office about the vacancy. The head office will place an advertisement in all major newspaper with the all necessary information required to be furnished by the applicant. Ufone has this policy of not mentioning the name of the company in a job advertisement. Usually hiring takes place through outsourcing with a help of a third party. Ufone mostly hires employees through Pioneer Services and Sydiat Haider Associates. Final selection takes place after the candidate has been interviewed by the Manager of the department who requires the new employee and then the HR Manager. On the joining day, the employee has to submit the following documents to the HR Department: Joining Report Copies of educational and professional degrees/certificates Reference Letter Three copies of recent passport size photographs HUMAN RESOURCE ANALYSIS Currently there are over 1500 permanent employees working in Ufone nationwide. On the entry level the HR Department is mostly taking MBA graduates. According to Ufone their belief is that "Their people are their greatest asset. The HR team takes great pride in acknowledging the contribution of each employee. Ufone focuses a lot on HR Developmen nt and for that the HR team ensures: Staff of Ufone consists of world class Professionals and Ufone ensures that the right systems are in place to encourage people to develop to their full potential Collaborative and mutually supportive work environment is created that encourages people to grow Team of professionals is built which delivers expertise by participating in business decisions Performance Management and Reward Systems are developed which underlies the Business strategy of Ufone A clearly defined Recruitment & Selection policy is defined The need for Training & Development of employees is assessed Compensation & Benefit plan is developed which ensures that employees are motivated Ufone is basically equal employment opportunity organization. Almost 70% of its employees are male and 30% are female. The job description of each and every employee is predefined. Performance appraisal is done on annual basis. Average age of Ufone employee is 32 years. This shows that they prefer young and energetic people for their middle and lower level management. High profile well experienced persons are considered for top level management. Average Salary is 12000 for a Ufone employee. Management In Ufone the hierarchy is very lean, in general the whole setup is centralized all the matters are to be reported to the head office and all the policies and targets are approved at the higher level. But at the branch level the structure is decentralized. Personnel There are about 150 employees who are working in the Ufone Head Office and 2500 employees serving nationwide. All of them are very devoted as they are given a wonderful learning environment to work, pay offered to them is also very attractive and ample chance of progress motivates them to work more. The job analysis is done on targets assigned and daily routines. The employees are indeed very satisfied and motivated. Posted by Knowledge Inn at 4:26 AM

Customer Care department Ufone Postpay at your Service...

...We believe in Service First as you are our valued customer. Ufone Sales & Service Centers: have been set up to provide you quality services all under one roof so you can walk in to any Ufone Sales & Service Center for services like: Mobile Number Connection Bill SIM Number blocking in case of Transfer of Changing access Number Address SIM Product / Activation of Connection Handset & other PIN / PUK code GPRS IR Missed Call Call Conference FNF Activation Post Pay Reward Redemption Portability purchase payment Activation stolen SIMs subscription levels change change replacement change VAS closure accessories inquiry activation Notification Forwarding Call Changes

lost

or

package mobile number

The timings for the following Service Centers are from 09 am - 08 pm Rawalpindi Saddar, Gulberg Lahore & Haidery Karachi. All the rest at Peshawar, Rwp, Lahore, Islamabad, Gujranwala are from 09 am 06 pm. Ufone Call Center: is at your service 24 hours a day. You can contact the Ufone Call Center to get answers to all your queries. Some of them include: Bill enquiry (credit limit, expiry date etc.) Reporting of lost phone Number blocking in case of lost or stolen SIMs Connection status (active / inactive) Tariff Products information Ufone Sales & Service Center information Nearest dealer information Ufone coverage areas Emergency number information International roaming information Value added services information

Missed call alerts Call forwarding Conference call FNF Activation / Changes Post Pay Reward Redemption For queries, information or feedback call Ufone Call Center by dialing 333 from your Ufone Postpay or 111-333-100 from landline number.

http://vustudents.ning.com/group/hrm619finalprojecthumanresource/forum/topics/projectreport-hrm619-on-ufone-compensation-structure-development? commentId=3783342%3AComment%3A884891&groupId=3783342%3AGroup %3A59257 http://download-reports.blogspot.com/2009/10/internship-report-on-ufone.html

http://www.docstoc.com/docs/69251328/HRM-Department-of-Ufone#

Performance Management Performance management is a means of getting better results from the organization, teams and individuals by understanding and managing performance within an agreed frame work of planned goals ,standard and competence requirements. The basis of performance management is an agreement between the manager and the individual on certain objectives. Performance management is about the actions which people take to achieve the day to day delivery of results and manage performance improvements in themselves and others. It is about the achievement of the job related Success for individuals so that they can make the best use of their abilities, realize their potential and maximize their contribution to the success of the organization. It is shared process between managers and the individuals and team they manage. The company conducts four quarterly appraisals for all employees. Immediate manager/supervisor access the employees performance on pre determined objectives and

also on behavioral indicators agreed in advance and duly signed by the employee and the manager. Appraisal forms are duly reviewed by the human resource department to ensure proper implementations of the system. Both the appraiser and appraise have to sign the evaluation sheet. Employee comments and agreement on the evealuation are of vital importance. Performance management helps in clarifying people responsibilities and understanding more clearly what is expected from them. It helps in conducting quarterly performance development discussions and also allows for easy determination of the extent to which the corporate vision and priorities are being achieved. It also informs the debate about future objectives and priorities.

Recruitment & Selection Recruitment is the process of gathering a pool of candidates for an organizational vacancy. Selection is the process of short listing only the qualified candidates who are fit for the job. In terms of recruitment and selection it is important to consider carrying out a thorough job analysis to determine the level of skills/technical abilities, competencies, flexibility of the employee required etc. And HR at Ufone follows these criteria. Ufone policy of recruitment is very simple, if at any time there is a vacancy, due to retirement, resignation, if employees opted for the golden handshake or the death of an employee, the management of the branch will inform the head office about the vacancy. The head office will place an advertisement in all major newspaper with the all necessary information required to be furnished by the applicant. Ufone has this policy of not mentioning the name

of the company in a job advertisement. Usually hiring takes place through outsourcing with a help of a third party. Ufone mostly hires employees through Pioneer Services and Sydiat Haider Associates. Final selection takes place after the candidate has been interviewed by the Manager of the department who requires the new employee and then the HR Manager. On the joining day, the employee has to submit the following documents to the HR Department: Joining Report Copies of educational and professional degrees/certificates Reference Letter Three copies of recent passport size photographs

Human Resource Analysis Currently there are over 1500 permanent employees working in Ufone nationwide. On the entry level the HR Department is mostly taking MBA graduates. According to Ufone their belief is that "Their people are their greatest asset. The HR team takes great pride in acknowledging the contribution of each employee. Ufone focuses a lot on HR Developmen nt and for that the HR team ensures: Staff of Ufone consists of world class Professionals and Ufone ensures that the right systems are in place to encourage people to develop to their full potential Collaborative and mutually supportive work environment is created that encourages people to grow Team of professionals is built which delivers expertise by participating in business decisions

Performance Management and Reward Systems are developed which underlies the Business strategy of Ufone A clearly defined Recruitment & Selection policy is defined The need for Training & Development of employees is assessed Compensation & Benefit plan is developed which ensures that employees are motivated Ufone is basically equal employment opportunity organization. Almost 70% of its employees are male and 30% are female. The job description of each and every employee is predefined. Performance appraisal is done on annual basis. Average age of Ufone employee is 32 years. This shows that they prefer young and energetic people for their middle and lower level management. High profile well experienced persons are considered for top level management. Average Salary is 12000 for a Ufone employee. http://www.scribd.com/doc/35118128/Ufone

Training and Development HR team of training and development make a performance evaluation of all the employees and the see where the gap occurs between the actual performance and the desired performance. Then training is designed for area which needs to be improved. On the job and off the job both the trainings are given according to the need of the employee. Employee Benefit & Compensation Training & Development Employee Motivation Retention of Employees Career Planning/ Succession Planning

Employee Relations/ Communication Employee Awards Employee Events Management Medical & Life Insurance Ufone follow the performance base pay structure and pay for their performance and work output. Compensation The total returns which an employee gets against his or her work. Employee Health Plans Employee Insurance Employee Leave Employee Retirement Income Security Act Executive Compensation Maternity & Paternity Benefits Pension & Retirement Plans Wages & Salaries Workplace Programs Compensation strategies are usually market based and is linked with the performance with a greater emphasis on variable pay. Salary adjustment is based on the performance, market movement and internal/ external equity adjustment. Revision of compensation is based on total pay and monetization of benefits.

Individual Salary Fixation The Ufone seeks the market trend and try to compete with market for individual salary fixation but they also analyze their own financial positions and budgeting, it also varies from department to department. Current Base Pay (Job Based Structure and competitive) The Ufone follows the job based structure, and compensate its employees for the work they have done, for their tasks and duties they performed, their work content, behavior and for their responsibilities. Assistant Manager Level 25000 Car allowance + 200 Liters petrol / Month Manager level: Car + Blackberry Senior Manager: Islamabad Club Membership + BMW Car + House + Foreign Tours Further Ufone has developed some grades for employees. A is the minimum grade and H is the maximum grade and they compensate their employees on the basis of their grades. Grade A 500 minutes + 500 Rs mobile usage. Same like this all other benefits. After every Two years Ufone give the amount of Rs 6000 to lower level employees if they want to purchase a new mobile and this limit increases as grade increases. At each stage the amount is different. Food Subsidy:

Increments: The increments are totally based on the performance of the employees and their seniority level. If the scale is 15000-20000 then the increment is the 20% of the base pay, but if any employee shows the performance then this may increase up to 35% to 50%.

What sets Ufone apart Ufone is all about agility; delivering on shareholder value efficiently and effectively. One of the leading corporates of Pakistan, Ufone, takes immense pride in the fact that it has enabled masses of Pakistan to enjoy the telecommunication tools on the palm of their hands. This success speaks volumes of the professionalism of the Ufone team behind it. Ufone employees enjoy a comfortable working environment, challenging work, unique rewards and world class training and development opportunities. We offer numerous development opportunities to our employees including but not limited to international training opportunities at highly sought after institutes like Harvard and Insead. The Ufone Culture The Ufone culture thrives on creativity and making things happen in a fast paced yet friendly working environment. You too can become part of this dynamic culture and start exploring the limits of your potential in an environment that embraces diversity and promotes mutual trust and respect. All of this is reflective of the set of our core values outlined below: Leadership with Passion Entrepreneurship freedom with responsibility Teamwork and Innovation Commitment and Fun

Humility in Relationships Ufone has been at the fore front in ensuring that their key employees get the very best training & educational opportunities in order to increase and maximize their overall business performance
In order to nurture employee skills further the management of Ufone & Rausing Executive Development Centre (REDC) of the Suleman Dawood School of Business (SEDC), Lahore University of Management Sciences (LUMS) recently signed a contract which will allow Ufone employees to get diverse exposure and learning. Speaking at the occasion, Mr. Abdul Aziz, President & CEO Ufone said, We have a very hard working and diversely experienced team intact at Ufone which has allowed us to keep a strong position within the telecom market. This initiative shall enable us to improve the organization as a whole as the specially designed curriculum will not only help strengthen our management techniques it will also develop a stronger bond between the employees and the organization. Ufone is an Etisalat Group Company with its presence in all the major cities of Pakistan along with a comprehensive coverage across all major towns, villages and tehsil headquarters of the country. The company employs more than 3,850 people and operates with a network of more than 375 franchises and

26 company-owned customer service centers along with a distribution network of 150,000 outlets nationwide

Ufone has been at the fore front in ensuring that their key employees get the very best training & educational opportunities in order to increase and maximize their overall business performance. In order to nurture employee skills further the management of Ufone & Rausing Executive Development Centre (REDC) of the Suleman Dawood School of Business (SEDC), Lahore University of Management Sciences (LUMS) recently signed a contract which will allow Ufone employees to get diverse exposure and learning HR team of training and development make a performance evaluation of all the employees and the see where the gap occurs between the actual performance and the desired performance. Then training is designed for area which needs to be improved. On the job and off the job both the trainings are given according to the need of the employee.

Job Evaluation

The job evaluation method of Ufone is lined to appraisal system. Whenever the appraisal report of any employee is generated he is being paid according to his performance. The job is evaluated on the basis of appraisal reports. If any post is vacant those past performance on that post is evaluated and the market conditions are observed and then the job is evaluated. The value for the job is concerned with the performance report. The value of any job can be increased if the employee on certain post has performed very well and his appraisal report is very outstanding then according to his performance value of job is

increased and this process is carried out by the HR department of Ufone. Moreover, the job evaluation is linked with the merit. Any person who is employed on merit and is performing very well will be given salary on the basis of his performance and merit. The job evaluation method was not very much good in the past but now it is linked to appraisal system of Ufone. The present basic salary structure of Ufone is based on Job description (Tasks and duties performed). Job Analysis Job analysis is systematic exploration of activities within a job. It is a technical procedure used to define the duties, responsibilities, and accountabilities of job. It is proved that job analysis is almost first activity of HR department to be done. Because on this, pay packages, compensations, job descriptions, job specifications, job evaluation etc are made. So at Ufone experts do job analysis. They construct Job