ORGANIZATION BEHAVIOR

PROJECT REPORT

Organization Selected:

SUBMITTED TO:

Mr. Motiur Rehman

SUBMITTED BY:

Kaleem Memon 3712

Muhammad Khalid 4222

Nighat Iqbal 3955

Rashid Sabir 4569

 ORGANIZATION BEHAVIOUR
Faizan Razzak 3951

TABLE OF CONTENTS
ACKNOWLEDGEMENTS…………………………………………………………….. (i)

EXECUTIVE SUMMARY………………………………………………………………3

INTRODUCTION & BRIEF HISTORY OF MOBILINK…………………………….4

 Mobilink’s Mission
 Mobilink’s Vision
 Goals & Objectives of Mobilink
 Values of Mobilink
 Organization chart
 Management
 Division of the company

PRACTICES OF MOBILINK’S HR DEPARTMENT……………………………….13

Planning procedures of Mobilink GSM

Recruitment policies of Mobilink GSM
Training & development practices at Mobilink
Reward system at Mobilink
Employee relations in Mobilink

SWOT ANALYSIS ……………………………………………………………………20

DATA ANALYSIS BY SURVEY…………………………………………………….23

CONCLUSION…………………………………………………………………………30

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SUGGESTION AND RECOMMENDATIONS………………………………………31

Executive Summary

Our project of Organizational Behavior is all about the culture adopted by Mobilink & the strategies

which affect the company policies.

In this project report first of all introduction of the Mobilink Company its mission, vision & its goals

will be stated.

Then we will discuss HR practices of Mobilink. This report also include planning procedures,

Recruitment policies, Training & development practices, Reward system & relations between

Employees & Mobilink as these policies affect the company’s culture.

Then we will give SWOT analysis of the company & then we will discuss the data analysis which

will be consisted of the opinions of different employees about their job task and organizational

culture of Mobilink.

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MOBILINK GSM

INTRODUCTION & BRIEF HISTORY OF MOBILINK

Pakistan Mobile Communications Limited (PMCL) better known as Mobilink GSM is a

telecommunication service provider in Pakistan. Mobilink started operations in 1994 as the first
GSM cellular Mobile service in Pakistan by MOTOROLA Inc., later it was sold to Orascom, an
Egypt-based multi-national company. It has become the market leader both in terms of growth as
well as having the largest customer subscriber base in Pakistan - a base of over 24 million and
growing. Mobilink prides itself on being the first cellular service provider to operate on a 100%
digital GSM technology in Pakistan that also provides state-of-the-art communication solutions to
its customers.

Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse
group of people, from individuals to businessmen to corporates and multinationals. To achieve this
objective, Mobilink offers both postpaid (Indigo) and prepaid (JAZZ) solutions to its customers.
Compared to its competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest
brands of their kind in the Pakistan cellular industry.

In addition to providing advanced voice communication services that makes the lives of millions
that much easy, Mobilink also offers a host of value-added-services in its Mobilink World brand to
its prized customers. At the same time, Mobilink places high importance to its coverage, which is
why it covers its customers in 5000+ cities and towns nationwide as well as over 100 countries on

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international roaming service. Mobilink is also the official telecommunication service provider for
the Pakistan Cricket Board (PCB). The company was awarded the license to operate in Azad
Jammu and Kashmir (AJK) on 27 June-2006.

Facts About Mobilink GSM

Company Structure Private Limited

Genre Subsidiary

Parent Orascom Telecom Egypt

Owner Naguib Sawiris

Founded 1994

Founder Motorola USA

Industry Telecommunication

Headquarters 42 Kulsum Plaza, Blue Area, Islamabad.

5000 cities, towns, and villages across

Area served Pakistan

86.8 billion
Revenue
USD (4th quarter, 2009)

Website www.mobilinkgsm.com

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Mobilink Mission
“To be a superior communication service company in Pakistan

which provides the best value to its customers, employees, business

partners and shareholders?”

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Mobilink Vision

“To be the leading Telecommunication Services Provider in

Pakistan by offering innovative Communication solutions for our

Customers while exceeding Shareholder value &

Employee Expectations”.

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Goals and Objectives

• Expand the business.
• Provide better service to people in the field of telecommunication.
• Retaining the role of a leading telecommunication company.
• Attract maximum customers and satisfy them.
• Excel in meeting customer needs.
• Seek employee involvement, continuous improvement and enhanced performance
goals.

Values of Mobilink
Mobilink’s corporate values serve as the foundation for its culture, behavioral norms, and decision
making. These values have always been at the heart of their business principles and success.

Each of their values guides the way they work as an organization and ensures that they not only
meet the needs of their employees and stakeholders today, but work towards sustaining and
enhancing human and financial capital for the future.

These values sum up the culture at Mobilink, and aim to ensure a workplace that necessitates

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open and respectful communication and exceptional quality of service to internal and external
stakeholders

 Total Customer Satisfaction

Customers are at the heart of mobilink’s success. They have placed their trust and confidence in
them. In return, they strive to anticipate their needs and deliver service, quality and value beyond
their expectations

 Business Excellence

Mobilink strive for excellence in all that it does. They aspire to the highest standards and raise the
bar for themselves everyday. This commitment to delivering world-class quality translates into
unmatched service and value for their customers and all stakeholders.

 Trust & Integrity

At Mobilink, they take pride in practicing the highest ethical standards in an open and honest
environment, and by honoring their commitments. They take personal responsibility for their
actions, and treat everyone fairly, and with trust and respect.

 Respect for People

Mobilink’s relationships drive our business. They respect and esteem their employees and all
stakeholders. Mobilink believes in teamwork, empowerment and honor.

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 Corporate Social Responsibility

As the market leader, Mobilink recognizes and fulfills its responsibility towards the country and the
environment it operates in. It contributes to worthy causes and is dedicated to the development
and progress of the society

Chairman and CEO

VP and CFO

Chairman and CEO

Executive Director

VP and CFO
Chief Officer

Co-ordination
ORGANIZATIONAL CHART
Executive Director

General
General Chief Officer General
General
Manager
Manager Co-ordination Manager Manager
Marketing
IT Finance Admin & PO

General
General General
General
Manager
Manager Manager Manager
Marketing
IT 22Finance Admin & PO
ORGANIZATION BEHAVIOUR

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Management

President and CEO

Rashid Khan

Chief Strategy Officer

Tariq Rashid

Vice President Marketing

Bilal Munir Sheikh

Vice President Customer Care

Irfan Akram

Vice President Corporate Affairs

Agha Qasim

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Chief Technical Officer

Ramy Reyad Kamel

Vice President Sales

Jahanzeb Taj

Chief Information Officer

Irfan Farooq

Head of Human Resources & Administration

Sadia Ahmad

Chief Financial Officer

Andis Locmelis

Head of Business Analysis and Planning

Farid Ahmed

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Divisions of Company
Mobilink GSM has the following five divisions:

(1) Marketing (sales and recovery department are

included in this)

(2) Finance department

(3) Customer services

(4) IT department (technical department)

(5) Human resource department

HR Practices at Mobilink
PLANNING PROCEDURES OF MOBILINK GSM
 Mobilink believe that its people are its greatest asset. It takes great pride in acknowledging
the contribution each one of employee makes.
 Focus on People Development and for that it ensure:
 Staff Mobilink with world class Professionals and ensure that the right systems are in place
to encourage them to develop to their full potential.
 Create a collaborative and mutually supportive work environment that encourages people to
grow.
 Build a team of professionals who deliver expertise by participating in business decisions.
 Develop Performance Management and reward systems underlying our Business strategy.
 Aim to make Mobilink a great place to work

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RECRUITMENT POLICIES OF MOBILINK GSM

Sources for Recruitment

o Internal Advertisement
o Databank
o Advertising in the news papers
o Head hunters Walk in candidates
o Colleges and Universities
o Internal vacancies are announced
o Candidates get a phone call for interviews
o Candidates go through a series of interviews before final selection

Mobilink GSM Guidelines

 External Recruitment
• No candidate under age of eighteen can apply for the job
• Candidates can’t apply for the job if their blood relations work in PMCL-Mobilink.
• Heads are responsible for hiring procedures
• Human resources jointly with the department heads decide the salary range
• Minimum qualification must be a bachelor degree.
• Candidates are required to successfully complete any job related selection test given
to them.
Internal Recruitment

• Internal candidates has to be a confirm employees of Mobilink of who

have completed a one year of service in their existing designation.

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• Selected candidates are required to join the new job/position after
getting clearance from supervisor and will be on probation for a period of three months.

General Conditions for Recruitment in MOBILINK GSM

 Recruitment is done through human resources Department.

 An Applicant’s knowledge, skill and aptitude should relate to the position, Education,
Experience, Intelligence test, Interviews, References, Medical test.
 Initially applicants may submit a hand written/typed application along with a legal bio-data
and 2 passport sized photograph to HR department
 They are required to fill the standard application from the Company Application.

Criteria for Recruitment

1. Filling up of application form.

2. Telephonic interviews done of the candidate.

3. Candidates who pass through the telephonic interview are asked to come for three
hours intelligence and skill test at any local hotel.

4. At the end screened candidates are interviewed by floor supervisors

5. Candidate who get pass through the above test then interviewed by

• Floor managers
• Head of the department
• Contact center manager
• Contact center director

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• Vice president.

Finally, candidate got selected & Candidates rejected or kept on file are sent regret letters.

Training and development practices at Mobilink

Mobilink has two departments that look after trainings which are:
• Organizational Development
• Quality Assurance and Training

Organizational Development
This department comes under the domain of Human Resource. This department is responsible for
organizing as well as conducting trainings to develop the skill sets of the employee base. A training
calendar is shared every year. The interested candidates may choose to opt for one on more
training based on their needs.

Quality Assurance and Training

There are three QA &Training teams based in Lahore, Karachi and Islamabad catering to Central,
South and North regions respectively. These teams come under the domain of Customer Care.
These teams are primarily responsible for training Customer Care domain and other departments
that directly or indirectly deal with the customers. The trainings can be functional (system, product)
trainings or behavioral (soft skills) trainings based on the needs.

Following are the training practice of Mobilink’s HR department:

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 The purpose of training is to upgrade the capabilities and efficiency of all those employees
and prepare them for more responsible positions in future.
 Provide employees with greater opportunity to grow and succeed with in the company.
 To strengthen management and professional teams at all organizational levels.
 The employees are trained technically and periodically either locally or abroad according
pre-planned programs.
 Training in Mobilink GSM upgrades capabilities of employees, provides guidance and
individual counseling

 Construct training programs and provide employees a variety of Job skills, Technical,
Clerical and Supervisory and Managerial courses.

Different trainings at Mobilink

 Training for newly recruited employees .training last for 15 days.

 On job training for the current employees to keep them updated about the new products and
services Mobilink Launch.
 Personality development training for Team Leaders and Managers which help them in
 retaining the employees and make the work environment more favorable for the employees.
 Monthly trainings arranged for the franchise employees to update them about the services
and complaint handling procedures and SOPs.

Reward System
MOBILINK considers its employees not just as a cost but also as a resource in which the company
has invested from which it expects valuable returns. Pay policies and programs are one of the
most important human resource tools for encouraging desired employee behaviors. The advantage
of paying above the market average is the ability to attract and retain the top talent available, which
can translate into highly effective and productive work force.

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The incentive schemes and incentive objective have been clearly communicated to all individuals
and weekly progress report is also communicated to all concerned.

Compensation and benefit plans

Mobilink has a separate department for compensation. That department deals in staffing and
compensation planning. First of all this department has all the information regarding who is being
employed and how it is performing. What so ever promises are made to the employees, they know
that. So it’s easy for them to design compensation plans because they know every employee
which is being hired.

Compensation and benefit plans are particularly based on performance. If

performance is up to the standards of Mobilink and the employee has good conducts he is
rewarded. After performance evaluation, results are rechecked and matched with the standards.
Based on that, proper compensation plans are designed.

Salary policy
The company will pay salaries of the employees as fallows

o All new employees have to open bank accounts in specified banks prescribed by the
company so that their salary will be credited at the end of each month.
o After opening account with the bank employees should forward his account number to HR.
o Upon termination of services the employee will receive his salary within 15 days up to the
time of date of his last working day.
o Upon resignation the employee will be paid his dues during a maximum period of 15 days
from the date he left the job.

Promotions

Promotions are also reward management technique to motivate employees. In MOBILINK

promotions are based on the merit and seniority (experience) basis. The one who performs well
consistently over time gets reward in the form of promotion.

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Bonuses
The employee may receive 1 to 3 month bonus subject to evaluation of accomplished
objectives.

In Mobilink the reward system is based on the individual performance and individual employee
performance is judged for the reward. The manager of respective departments recommends a
candidate from his section for the reward purpose to HR.

Reward Categories at Mobilink

Intrinsic and Extrinsic rewards include:

 Smart/Quality work
 Exceptional performance in a project
 Targets achievements
 Special assignments
 Medical care
 Life insurance
 Vacations
 Relocation
 Credit advance policy provident policy/advance against provident fund and a capping of
gratuity
 Recreation
 Club Policy Travel
 Education assistance policy
 Mobile phone

 Business mobile phone policy

 Official Blackberry Policy
 Life insurance
 Medical entitlement

Employee Relations in Mobilink

Following are the actions taken for successful employee relations:

 Equality of employees
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In Mobilink, every employee has some integrity & value in his or her own. All employees always
are equal in Mobilink. There is not any discrimination in employees in the organization but we can’t
hide this fact that there are some bad fishes as well in the pong who detoriates the environment.

 Health & safety

Mobilink never compromise on the health & safety of employees. This is the reason they have tight
security of its offices. IF you want to get in the building of Mobilink one has to clear the security
checks. Mobilink believes that employee should feel secure physically as well as mentally.
Because of this Mobilink provides its employees job security in the hour of recession.

 Medical Benefits
Confirmed employees and their immediate family members are covered in this policy. These
benefits are provided through the insurance company. These benefits cover both out-patient and
hospitalization.

 Vacations
Paid leaves of around 20 business days are given to all the confirmed employees.

 Education Assistance Policy

Every year a predetermined number of employees are nominated for education assistance policy.
Employees pay the fees before the start of the terms and then the money is reimbursed when they
have passed the terms

 Mobile Phone Policy

Employees are given connection for their official and personal use. All the connections are
assigned credit limits which defines the usage. Usage more than the credit limits results in amount
being deducted from the salary.

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SWOT Analysis
Strengths
MOBILINK has been operating for a long period of time and has been able to adjust with the
changing environment because of its effective Human Resource Management. The HR
practices of MOBILINK have the following strengths:

1. MOBILINK has the latest employee training and development approaches. Therefore
it can adapt to all sorts of change and bring immediate improvement in work practices
whenever the need arises.

2. MOBILINK hires only the most highly qualified and exceptionally intelligent and
energetic people. This result in lesser HR problems as people are willing to change, take
constructive

criticism and focus on personal and professional development by focusing solely on

achieving their work.

3. MOBILINK believes in making people realize their full potential and capabilities which
is why jobs are designed to be challenging and goals are made to be achievable yet
competitive. This results in a high level of motivation and job satisfaction for the employees
and automatically promotes a healthy work environment.

4. The company has a very well balanced and realistic incentive program. It also
focuses on giving additional benefits to its employees apart from the basic remuneration.
This results in employees giving their “Heart and Soul” in working for their employer.

5. The HR practices of MOBILINK greatly enhance its image as a company that wants
to contribute towards the society in every possible way. As the main focus is on developing
better people not just better employees.

Weaknesses
1. The employees are supposed to work at late night without being paid additionally.
This creates mental tension.

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2. CV’s are not properly entertained

3. Certain non financial rewards such as “employee of the year” which is used as
motivation tool are not properly communicated to the employees regarding their importance.

4. The most common complaint that is heard by the employees is the biasness of
immediate bosses. That creates a sense of concern with in the employees.

Opportunities
1. The company can discover great potential through the future graduates as every
generation is being taught in more effective manner that leads to better growth. Being a
leading company in the employment rankings of Pakistan MOBILINK can recruit the “cream
of graduates” every year and utilize their improved knowledge and abilities.

2. There is an opportunity to create the best image of the company in the mind of
customers by adding the value added services.

3. With the expansion in the company business in Pakistan, the HR department can be
expended in order to manage diversity of workforce.

Threats
1. Due to entering of new companies in cellular industry the competition has been
enhanced. Like other areas HR departments is facing the threat of employees switching
from Mobilink to other companies.

2. The skilled and qualified workers are being attracted by the other cellular phone &
multinational companies

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