By: FAWAD UR RAHMAN

ZONG Talking about ZONG, it is the first International brand of China Mobile being

launched in Pakistan. It is meant to empower and liberate the people of

Pakistan in every nook and corner of the country. It will become a part of

their hearts, their minds and bring about a change in their lives that every one

desired but few thought would be possible.

The core essence of ZONG is to allow people to communicate at will without

worrying about tariffs, network coverage, capacity issues or congestion.

ZONG will be supported by ground breaking communications, trend setting

customer service and an unmatched product offering which will redefine rules

of the game and establish ZONG as a serious competitor for the number one

spot.

ZONG offers its customers with entertaining & innovative value added

services and empowering them by giving a wide variety of products, services

& content to choose from.

They are honored to be the revolutionary country introducing this brand with

others to follow. And their aim is to make ZONG a success story for others to

try and reproduce.

With ambitious plans to provide to the fastest growing Pakistani market and

to win over the ever demanding Pakistani customer, it will be offering

extraordinary coverage, voice and data services as well as a wide range of

tariff options to choose from.

CMPak's edge comes from the experience and expertise of running the

world's largest telecom service and the commitment they make to setting

quality and customer relations standards.

CMPak is geared to offer neatly packaged VAS products that will benefit the

individuals, corporate as well as small businesses. Led by a team of

professionals from the field of cellular communication, CMPak is determined

to make its mark in the Pakistani market and to change the way people

communicate.

China Mobile Pakistan (ZONG) is a 100% subsidiary of China Mobile. So far

CMPak has invested more than US$ 700 million in the telecom sector in

Pakistan and an additional US$ 800 million has been invested till the end of

year 2008. These largest investments by CMPak act as ambassador of

friendship between China and Pakistan. CMPak will invest more investments

to enhance its services and bring innovation to sustain its leadership in the

Telecom industry of Pakistan.

ZONG is having its operative roots in China and Pakistan, so we can regard it

as an international telecom company, having its parent company CMCC in

China.

With the help of globalization, HR management has an advantage of having a

bigger pool of workers to be chosen from.

INTRODUCTION

“Listening to our employees attentively is the responsibility of ZONG HR.

Your feedback will be kept in absolute confidentially by being sent only to

HR Operational Excellence Team. We ensure the facilitation of the process in

the best interest of the Company and the Employees!”

Zong Human Resource Department that has the capability of performing

functions such as job analysis, recruitment, training and development,

performance appraisal, setting compensation policies and providing safety

and health to their employees.

This report covers all the aspects of the human resource management

concepts presently applied in ZONG. On the basis of observation it has been

extracted that Human Resource in ZONG is highly motivated due to the

perfect conditions provided to them.

“Mission Statement" To be the number one cellular operator in Pakistan …

“Vision Statement" To deliver the best network services with value added services that is in

reach of common person.

SWOT Analysis Strengths:

Backup support Value-added services

Ever-increasing subscribers

Ever-increasing coverage area

Weaknesses: Late entry into the market

Least count current subscribers

Low area coverage (so far)

Opportunities:

Covering such areas where others have not yet reached

Quality services to obtain customers’ loyalty

Lower tariffs

Threats:

Security threats to towers

Threat of competitor strategies for tariffs and packages.

HIERARCHY

STRUCTURE OF HR DEPARTMENT AT ZONG

President

Karachi Islamabad

HR Finance Marketing IT Sale Engineering

Lahore

Cheif HRM Officer

Director HRM

Senior HR Manager

Regional HR Manager

Assistant HR Manager

Team Leader

Team

RECRUITMENT AND SELECTION PROCESS

Employment planning & forecasting

Recruiting: Build a pool of candidates

Applicants complete application form

Use selection tools; tests to screen-out

Director or department head interview final candidates to make final choices

Candidate becomes employee

ZONG POLICIES FOR RECRUITMENT AND SELECTION Policies for Recruitment and Selection as experienced at ZONG are:

Recruitment policy:

Objectives: The policy is meant to ensure an effective and efficient method

of recruitment and selection. It is aimed at hiring without any discrimination

based on race, colour, sex, nationality, ancestry, religion or disability.

Policy guidelines:

The recruitment policy must abide by regulations set out by the Government

of Pakistan.

The Sources of recruitment for different job vacancies in ZONG shall

include:

Internal Advertisement.

Databank.

Advertising.

Head hunters/executive search organizations.

Walk in candidates.

Colleges and Universities

a) External Recruitment:

Under the age candidates will not be considered.

Candidates are considered on the basis of their qualities & qualification to strictly discourage conflict of interest, like hiring of close relations (brothers, sisters, first cousins, brothers/sisters in law and friends etc.). Although candidates falling in this category who have extremely good qualifications may be considered. Final decision is up to with the concerned Divisional Head who will verify that there is no conflict of interest.

Human Resources will give advice to Department Heads regarding salary range which is to be offered to the applicant keeping internal and external equity in viewpoint.

Minimum qualification must be a Bachelor degree or equivalent. For call centre/support staff, A-Level or equivalent may be considered though approval of VP Human Resources & Administration will be required.

This criteria does not apply to technicians/riggers and secondary staff.

b) Internal Recruitment:

ZONG employees who have completed one year of service and those who are exceptionally good are considered.

Selected candidates will join the new job/position after getting clearance from existing line manager.

Hiring from vendors, franchises, and clients is discouraged. Exceptionally where offers are made to employees of these entities their prior consent must be obtained.

GENERAL CONDITIONS FOR RECRUITMENT

All recruitment will be done through the Human Resource Department in

consultation with the Officers and Heads of the concerned Department.

An applicant’s knowledge, skill and aptitude related to the position shall be

judged according to a range of factors including:

a) Education (Academic / Professional).

b) Experience.

c) Profile and Psychometric Tests

d) Interviews.

e) References.

Application Applicants may apply online by registering with the web based recruitment

gateway. Though for a specific position, they will be required to fill the

standard application form of the Company.

All applications will be kept on HR database for a period of 6 months only.

Conditions for selection Request forms for hiring and transfers must be forwarded to HR department

for signatures.

In order to gets appropriate candidates information regarding qualifications

and job description should be forwarded to HR department.

At least ten working days should be given for selection of candidates.

Firstly internal advertisement would be placed for suitable candidates or

shortlist for databank if no suitable candidates found than external

advertisement is referred.

Screened CV’s are than provided to departments and they’ll conduct an

interview with the immediate Supervisor / Department / Divisional Head or

his / her nominee and any job related selection tests after that short listed

candidates are interviewed finally by HR department.

To check suitability Human Resources Department may conduct Profile and

Psychometric Tests for the selected candidate.

Two Reference checks will be completed for the selected candidate either

before hiring or during the probationary period. Appointment will be subject

to satisfactory references being received.

On Selection the following information will be forwarded to HR to be kept in

the Employees Personal File

a. Interview Evaluation form

b. Passport size Photos.

c. Any other special clause.

d. References.

e. Copy of N.I.C.

f. Copies of degree(s): Bachelors and above only and copies of experience

certificates.

g. Duly filled application form

In the Case of Consultants the Company will sign a contract with the

Consultant for a duration ranging from 3 months to 1 year.

The Human Resource Department shall prepare and deliver the Employment

Letter to the Employee and take signatures on a copy.

These were the practices but what actually are the practices for Recruitment

and selection at ZONG. Let’s explore.

Practices at ZONG regarding Recruitment and Selection

Practices regarding the recruitment and selection are in accordance with the

policies formulated by the HR department. According to employees following

were the recruitment practices. Two types of Recruitments: Internal and

External.

Sources of Internal

Recruitment

Sources of External

Recruitment

Employee referrals

Internal advertising

Job fairs

University Hunts

Advertising

Emplacement Agencies

Walk in candidates

All recruitment and selection process is handled by the Human resource

department. Applications for jobs are mostly made via internet.

A selection criterion is totally based on merit. A series of interviews are

conducted followed by a panel interview and a group discussion. Only

deserving candidates from a lot of applicants are considered

Critical Review on Recruitment and Selection Process

References are used everywhere to get a job and so are used in ZONG too.

Tough it's not a positive parameter in the recruitment process but people use it

as an entry point. In study we came to know that there are number of

employees who were hired in ZONG on the reference basis. But on the other

hand retaining or keeping a job is way different then getting a job.

ZONG is using the online system for the Recruitment and Selection process,

which is a very positive sign. With the growing factor and use of Internet, it’s

much economical in terms of time and money to fill an online application.

And also it’s easier for a company to organize their data electronically, which

does not only help in organization but provides easy access, longer stay and

remotely accessible. This has surly reduced the stress of physical offline

requirement and the company can build a good impression to their consumers

by using the latest technology.

Training

Training needs assessment Policy at ZONG Objective: To Identify the most appropriate solutions to performance

problems.

Procedures: All Company Heads should differentiate between problems that

require training and problems that require coaching or other solutions.

Generally, about 20% of performance problems require “training” solutions

and remaining 80% is handled by the quality of supervision and other work

environmental factors (rewarding good performance, punishing poor

performance, and removing obstacles to good performance).

Developing a Company – Wide Management Training Plan

Objective:

Identify the needs, by management level, for the whole Company. Employees

are also Facilitate with Short Management Courses from time to time.

A total-company plan after coordination of HR Department is finalized and

its implementation process starts after a follow-up with Department Heads.

After focusing discipline need of an individual, plan is to design schedule to

assemble the total-company training need.

The trainer should be under the headcount of HR so that adequate training

sessions can be planned and conducted nationwide.

Requirements for training an employee are made on supervisor’s

recommendation in the appraisal form or if it is not mentioned in performance

appraisal than requirements can also be forwarded by the supervisors.

Training Practices at ZONG By getting information we have found that ZONG mostly use On Job training

technique with its employees which means employees are get trained by their

performance in assigned job with supervisors’ guidelines how to boost up

their efficiency regarding work.

ZONG Internees are trained in various departments with basics of everything

and most of them are hired by ZONG itself.

Types of Training in ZONG

On a general basis the training done in ZONG can be divided into two

categories:

• Soft skill training

• Technical Training

Soft Skill Training:

Training based on strong knowledge regarding personal lives to increase

productivity and lessened their distraction. Soft skill development courses in

areas like personal finance and childcare can help your team better manage

the most important areas in their personal lives.

This may include the following things for e.g.

• Conflict management training

• People management training

• Communication skills

• Anger management

• Time management training

• Teamwork training etc

Critical Review on Training at ZONG ZONG provides good professional development to their employees by several

training opportunities. Company has policies and procedures defined for

trainings, assessment, their needs and the application process.

Different units can apply for the related training through HR. e.g. Finance

department in ZONG gets a training in customer services and so on. Training

is a compulsory factor in the organization and is open to everyone, related to

his/her field or unit.

Some organizational training is offered and practiced often like supervisory

skills training and conflict resolution management etc to achieve a quality and

practice good business habits. More focus in training can be paid by

addressing different levels. Like these training are more helpful for managers

or supervisors but may not develop the related skills for the lower level

employees. Though company provides many opportunities and surely if these

were asked, then must have been provided for other levels too.

Adoption Towards Organizational Change

Telecom industry is a change oriented industry which should modify itself

with time and ensure that whether it is change in tariffs or an internal change

it should be flexible to an extent to accept that change. Usually top-down

change is applied by management so that change is not restrained by

employees. Changes are clearly planned to ensure maximum benefits

available from the change.

Performance Appraisal System

Policies at ZONG for Performance Appraisal

Objectives: The basic purpose is to evaluate and improve the actual

performance of employee (current/past) towards performance standards and

also future potentials of ZONG.

The Objectives of the Performance Review Program are:

To measure work performance

To motivate and assist employees in improving their performance and

achieving their personal/professional career goals

To identify employees with high potential for advancement

To provide objective information for making decisions on salary

increases, promotions, bonus and transfers.

To identify employees training and development

To provide a solid path for career planning for each individual

Practices at ZONG for Performance Appraisal To meet company’s performance standards ZONG conducts performance

appraisal in order to evaluate their employee’s current performance or past

performance. To eliminate this deficiency ZONG try to adapt the

performance appraisal so that employees should aware of their performance,

also get feed backs from their supervisors and from getting incentives and

development program they could increase their performance.

There are many performance appraisal methods. ZONG uses the

computerized performance appraisal method.

ZONG conduct its performance appraisal of employees in December.

Performance appraisal sheet has been developed by the HR Department and

has downloaded it on the intranet of ZONG so that the supervisor may

evaluate their employees. After completion of evaluation it is forwarded to

employees for confirmation and if employee doesn’t agree with supervisor

he will not sign it and when HR Department get that within due date than

problems are identified and solved.

Critical Review on Performance Appraisal For the performance evaluation different ways are adopted like online 180

degrees and 360 degrees. In the past only 180 degree methodology was

adopted for the performance appraisal but they have moved to online 360

degree evaluation. Adopting this new strategy is quite supportive and is

appreciated by the employees because if an employee is happy with the

performance evaluation of this head then he or she may challenge it for the

review.

CAREER PLANNING AND DEVELOPMENT Telecom industry is full of competition therefore ZONG has focused on

career management of its employees so that they might understand better and

develop their skill for their interest as well as for organizations benefit. A

thoughtful process through which someone becomes aware of personal skills,

interests knowledge, motivation, and other characteristics; acquires

information about other opportunities and choices; identifies career related

goals and establishes action plans to attain specific goals. Career development

is the lifelong series of activities (such as workshops) that contributes to a

person career exploration, establishment, and success and fulfillment

ZONG gives promotion of their employees on the performance basis. The

ZONG HR department develops the employee’s career development plans in

which the HR department predicts the next logical step for their employees

within five years.

Motivation Motivation of ZONG employees is based on two factors, intrinsic and

extrinsic. Intrinsic due to fast growing image of ZONG and Extrinsic due to

attractive pay scale together with basic facilities such as medical play

important role to keep the employees motivated. ZONG keeps its employee

motivated by fulfilling the five hierarchical needs of physiology, safety, social

needs, self esteem and ultimately self actualization needs.

MOTIVATION BY DESIGN

JOB ENLARGEMENT: To motivate employees in every level Management frequently takes steps.

Due to this management use technique of job enlargement by increasing the

number of subordinates and giving extra span of control.

JOB ENRICHMENT:: At the same time job enrichment tool is useful to boost up the skills of

employees and discover their talent which motivates them to do something

extraordinary.

JOB ROTATION: Tool to motivate and expand their skills, knowledge, interest & abilities. It

can be either horizontal or vertical. In Vertical employee are promoted to a

new position and in horizontal jobs are rotated among same statuses. After

this it is easy for a supervisor to evaluate reliably. ZONG is doing a vertical

job rotation at a very low level usually.

Rewards System

Policies on Reward system at ZONG: ZONG reward policies have lists which are both Intrinsic and Extrinsic

followed by policies:

Salary: Objectives: The purpose of this policy is to have salaries subject for review

in January of each calendar year in the light of merit and inflation.

An employee with his/her specific job title will receive salary relevant to his

position.

Policy Guidelines: The Company will pay salaries and other compensations during office

hours and on the job site as follows:

All New Employees have to open bank accounts in specified banks

prescribed by the Company to get their salary every month.

Upon termination of service (end of service), the employee will receive

his / her salary within 15 working days from his last day.

Upon resignation, the employee will be paid his / her dues during a

maximum period of 15 working days from the date he / she left the job.

Besides there are other intrinsic and extrinsic awards that leads towards one

objective only to motivate the employees to achieve organizational goal.

Other intrinsic and extrinsic rewards include:

Medical care

Life insurance

Vacations

Relocation

Credit advance policy/provident policy/advance against provident fund

EOI

Recreation

Club Policy Travel

Mobile phone

Business mobile phone policy

Practices on Reward systems at ZONG: Reward system policies are strictly practiced at ZONG. Employees are paid

when they are supposed to pay. Other rewards are also fast but they are

mostly tenure based rather than performance based.

Policies shows that rewards are totally performance based but in actual this

policy is not followed strictly. Mostly rewards are determined by the

organizational membership and seniority. Promotion is given on the basis of

performance, as well as tenure.

Critical Review: Reward system at ZONG is quite complicate. The reason for this is that there

are many intrinsic and extrinsic, direct and indirect, compensating and non-

compensating rewards. There is even a department that looks after the

motivational aspect of the employees. How motivation level of employees

can be kept to a level so that they can be more productive. PMO (Project

management office) introduces many club memberships, game shows, lunch

arrangement and many more for employee to be motivated.

Similarly, there are special achievement awards at each individual level. Then

there are even team awards, department awards and division awards.

One thing to mention is criteria for rewards. As mentioned earlier in policies,

rewards are performance based. But this is true only in case of achievement

awards, group awards etc. If we observe basic pays and increments then those

are not performance based. Those are more of tenure based. ZONG does say

that all rewards are performance based. However, it is not the case in practice

HEALTH AND SAFETY MEASURES Maximum jobs of ZONG are not hazardous to health so, there is no such need

of health measurements. Though everybody wants to be safe and that’s why

when you visit some ZONG office to meet someone of a high designation

level. You need to fulfill various safety measures.

Recommendations

ZONG has a strong HR system. That is the reason we didn’t found much

discrepancies in what management says, what policies state and what

employees say. 90% of the times they were same. However, there were some

discrepancies that need consideration and their alteration can make this HR

system best in Pakistan.

Following are some of the recommendations based on those discrepancies:

1. Delegation of authority: Human resource department is not fully

authorized to take all the decisions. Despite the fact that, HR department

claims to have the overall management of the company but actually it doesn’t

happen. There are numerous HR decisions that are taken by the other

department. So, delegation of authority should be clear regarding decision

making for HR department.

2. Lack of information: Through this project we come to know that ZONG

employees were not aware of the in depth policies due to lack of information

regarding formulation of policies. This happens due to complications in

understanding those policies so; ZONG should simplify them for its

employees.

3. Power dissonance: Managers are responsible for promotions & hiring with

its pre-required goals but firing is concerned with Boss but this can cause

dissonance among employees for command/power.

4. Enhancement in recruitment sources: ZONG should increase its

recruitment sources. During an interview, we asked the same question and he

answered “that’s what policy says; on ground level we do use as many

sources as possible”. If this is the case then we recommend ZONG that it

should adjust policy accordingly.

Conclusion

From all the mentioned aspects our group has learned a lot from this study

and research. It made us easy to understand almost all the aspects of the

presented topic.

As far as ZONG is concerned, generally the conclusion is very easy to

comprehend that ZONG HRM Department has to cover some aspects in order

to compete with its competitors’ UFONE, TELENOR, MOBILINK,

ALWARID, so they have to formulate some new techniques for training and

development.