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Project Report on Organizational behavior Submitted by: Dazzling Stars Submitted to: Miss Sadia Class: MBA (IV) Section: A (morning) 1

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Page 1: Mobilink ok

Project Report on

Organizational behavior

Submitted by: Dazzling Stars

Submitted to:

Miss Sadia

Class: MBA (IV)

Section: A (morning)

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Group Members

Group Members:

Ali usmanMohammad sohaibGulraiz Nida naeem

Aysha ameen (leader)

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ACKNOWLEDGEMENT

We are thankful to Allah Almighty that He has given us such wisdom that enabled all of us

capable of making this report. We pay our humble regards to Madam Sadia Honorable

Teacher of the subject organizational behavior, who gave us the opportunity to do the project

and make this report. My attributes then go to Mr.Amjad, for their kind interview and guidance.

We are also thankful to the whole team of Franchise for providing information.

We are thankful to our parents who provided us the resources and opportunities that helped us to

make this report because their co-operation is support for us. Our colleagues and friends also

give suggestions for improving this report. At the end, we once again thankful to all of these

people and pray to God for their prosperity in the life and better future in their careers.

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Contents

About the company.............................................................................................7ORGANIZATIONAL STRUCTURE:...............................................................9Mobilink's Values:............................................................................................10The HR Department:.........................................................................................11OB PARACTICES IN MOBILINK:................................................................12

Communication:............................................................................................12LEADERSHIP:.............................................................................................12POWER AND POLITICS:...........................................................................14LEARNING:.................................................................................................14Attitude and Job Satisfaction at MOBILINK:..............................................15Training:.......................................................................................................15Working environment:..................................................................................16TEAMS AND GROUPS:.............................................................................17Conflict management:...................................................................................18PERSONALITY:..........................................................................................18ANALYSIS:..................................................................................................19Forecasting....................................................................................................22Recruitment and selection.............................................................................23

RECOMMENDATIONS:.................................................................................23

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About the company

Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in 1994, and 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 31 million and growing. It 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 corporate and multinationals. To achieve this objective, it offers both postpaid (Indigo) and prepaid (JAZZ) solutions to our customers. Compared to Mobilink’s 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, it also offers a host of value-added-services to its prized customers. At the same time, Mobilink places high importance to its coverage, which is why it covers 10,000+ cities and towns nationwide as well as over 130 countries on international roaming service. In other words, it speaks language of its customers, everywhere.

Packages:

BLACKBERRY™

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Mission Statement“To be the unmatchable mobile system of communications in Pakistan which

provides the best value to its customers, employees, business partners and

shareholders.”

Mobilink's Vision"To be the leading Telecommunication Services Provider in Pakistan by offering innovative

Communication solutions for our Customers while exceeding Shareholder value & Employee

Expectations".

Slogan

“Reshaping lives” (Official)

“Hum bolain mohabbat ki zaban” (In TV commercials)

“Aur Sunao” (In TV commercials)“Jazz Apna Hai” (In TV commercials)

ORGANIZATIONAL STRUCTURE:

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The Company structure is in 5 Layers, comprising Associates, Specialists, Managers, Directors and Chief Officers (For Instance CCO-Chief Commercial Officer, CIO-Chief Information Officer and CFO-Chief Financial Officer).

ORGANOGRAM

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BOARD OF DIRECTORS

Executive Committee

President and Chief Executive

Internal Audit

Corp. Banking & Fin. Inst. Group

Operating and credit group

Regions Retail Banking Group

Credit Cards

International Credit Rawalpindi/Islamabad

Asset Products Planning and Corporate affairs

Treasury Electronic Technology

North Investment products

Human Resource

Corporate and Merchant Banking

Systems and Operations

Lahore Finance

Data Reporting East

Legal Affairs South I

South II

West

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Mobilink's Values:

Total Customer Satisfaction:

Customers are at the heart of Mobilink’s success. They have placed their trust and confidence in

it. In return, it strives to anticipate their needs and deliver service, quality and value beyond their

expectations.

Business Excellence:

Mobilink strive for excellence in all that they do. 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 our commitments. They take personal responsibility for their

actions, and treat everyone fairly, and with trust and respect.

Respect for People:

Relationships drive the business at Mobilink. They respect and esteem their employees and all

stakeholders. They believe in teamwork, empowerment and honor.

Corporate Social Responsibility:

As the market leader, they recognize and fulfill their responsibility towards the country and the

environment in which they operate.   They contribute to worthy causes and are dedicated to the

development and progress of the society.

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The HR Department:

The human resources function at Mobilink comprises four main areas

Staffing and compensationOrganizational DevelopmentHR OperationsEmployee excellence

The responsibilities of these departments are as follows:

The staffing and compensation function is responsible for meeting the company’s recruitment requirements along with developing, implementing and maintaining companywide compensation and incentive plans. The function is also the custodian of the HR Employer Brand.

Recruitment: Recruitment is done through Human Resource Department. An Applicant’s knowledge,

skill and aptitude is related to the position, Education, Experience, Intelligence test, Interviews, References, Medical test.

People at Mobilink, work hard to ensure an effective and efficient method of recruitment and selection. It is aimed that hiring should be done without any discrimination based on race, colour, sex, nationality, ancestry, religion or disability.

Organizational Development is primarily responsible for initiatives tied to employee development and organizational capability enhancement.

Training: The purpose of training is to upgrade the capabilities and efficiency of all the employees

and prepare them for more responsible positions in future. Provide employees with greater opportunity to grow and succeed within the company. Both managers and non-managers receive help from training and developmental program

but mostly non-managers are concerned with training while the managers are concerned with developmental programs.

HR Operations looks after employee services and employee relations. It also maintains and updates employee records.

The employee excellence function aims to enhance HR performance through value creating activities focusing on wellness and diversity management initiatives.

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OB PARACTICES IN MOBILINK:

Communication:

The organization properly communicates its strategies to its employees to carry

good results efficiently and effectively. Only few people have ready access to important

information like the CEO and top managers. The communication between the employees is good

and that drives them to do outstanding achievement in work. In Mobilink the employees are

listened, respected, trusted, and valued that gives them a sense of self worth and belonging.

In Mobilink several activities are undertaken by the top management at facilitating

communication within the organization to promote all the employees the opportunity to voice

their opinion directly to the president and top managers. Good communication with the

employees is important for the success of the business and in this ways employees will actively

seek out new and creative ideas to advance the organization and will share those ideas with the

managers.

Downward Communication:

In Mobilink downward communication take place in which communication flows

from managers to the employees. Managers and group leaders assign goals , provide job

instructions , inform employees of policies and procedure ,point out problems that need attention

and offer feedback about performance to the employees.

LEADERSHIP:

Leadership is the manner and approach of providing direction, implementing

plans, and motivating employees in the organization. A Manager's leadership style contributes, to

the subordinates' incentive, work fulfillment, and the work growth in the organization.

Leadership plays a vital role for the success of organization. Lack of leadership leads to

increased employee turnover, absenteeism, dissatisfied customers from poor customer service.

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In Mobilink 53% of the employees feel that their managers are employee oriented leaders and

remaining 47% feels that their managers are task orientated leaders. So this shows that the

Mobilink has got the combination of leaders that are task oriented and leadership oriented.

This shows that Mobilink have the leaders that perform better in all situations and can manage

their teams more effective.

Task-Oriented:

A manager with a task-oriented style will have work results as his major concerns and therefore,

he will enlarge rigid policy that would lead the subordinates to reach the preferred results.

Employee-oriented:

A manager with an employee-oriented behavior objective is to improve the employee’s

confidence and influence them to work jointly and to resolve the problems.

Participative:

In Mobilink the leadership style is participative in which the leader involves one or more

employees in the decision making process (determining what to do and how to do it). The leader

allows the employees to make the decisions. However, the leader is still responsible for the

decisions that are made. This is used when employees are able to analyze the situation and

determine what needs to be done and how to do it.

Positive leaders use rewards, such as education, independence, etc. to motivate employees.

While negative employers emphasize penalties such as loss of job, days off without pay.

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POWER AND POLITICS:

Power is a potential ability and influence for a people which direct other people in

desired direction to do something. In an organization managers use normally two types of power

interpersonal and formal. Formal power is based on an individual position in the organization

and personal power comes from an individual unique characteristics.

Legitimate Power: Legitimate power is used in Mobilink as it is based on the power a person receives as

a result of his or her position in the formal hierarchy of an organization. The employee has the

authority to control and use the organizational resources.

Expert Power:

Expert power is the influence based on special skills, knowledge or expertise. Expertise

has become on of the most powerful sources. As jobs have become more specialized the

organizations have become increasingly dependant on experts to achieve goals.

LEARNING:

In Mobilink learning is done to make the employees skilled at creating, acquiring,

transferring knowledge, and to enhance their skills. In an Organization learning is a long-term

activity that builds competitive advantage over time and requires sustained management

attention, commitment, and effort. In Mobilink collaboration with team members give the

employees opportunity for learning social, technical and creative skills. When learning is

effective the organization is highly aware of how to motivate its employees in the best ways.

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Rewards, such as education, bonuses are given to motivate employees. There are different kinds

of rewards MOBILINK gives to their employees which are as follows:

Cash bonuses

Promotions

Make team leader

Increments in salaries

Allowances like ( fuel allowance, mobile allowance)

Attitude and Job Satisfaction at MOBILINK :

Overall employees are somewhat satisfied with their jobs but not completely. There is need of

improvement to make employees more satisfied so that they can perform well.

Training :

Mobilink is providing to its employees. The employees have access to company sponsored

training programs and seminars.

The purpose of training is to upgrade the capabilities and efficiency of all the employees

and prepare them for more responsible positions in future.

Provide employees with greater opportunity to grow and succeed within the company.

Both managers and non-managers receive help from training and developmental program but

mostly non-managers are concerned with training while the managers are concerned with

developmental programs.

Career Advancement :

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Mobilink is providing clear path for career advancement to its employees,.

Company gives full support to its employees in this context.

Discrimination:

According to employees, they face or experiences not any form of discrimination in

Mobilink.They are fairly treated by their boss.

Working environment:

Almost all the employees are satisfied with their physical working of employees. Mobilink aim’s

to ensure a workplace that necessitates open and respectful communication between the

employees’ abilities.

Relationship with supervisors:

Mostly employees somewhat agree that their supervisors communicates with them properly and

also provides counseling. They believe that their managers effectively lead the department.

Supportive colleagues and coworkers:

The morale of the employees at Mobilink is satisfactory and the have teen spirit in their work

environment. They are satisfied with their professionalism of their coworkers.

Recognition:

According to employees their performance is individually recognized and they are appreciated

according to the performance.

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TEAMS AND GROUPS:

A group whose individual efforts result in performing that is greater than the sum of the

individuals input. At Mobilink, employees work in team and they have a team of over 4,500

unique individuals who make it Pakistan’s largest cellular network. Being exposed to best

practices and an enabling environment, they are the best minds in the industry today. By working

in teams, employees bring their collective skills and knowledge to bear on problems and to

develop innovative ideas for the organization. To be effective, teams should be formed with

employees from a variety of functional areas. Work satisfaction relates to personal satisfaction

of team members for the work they have done.

In Mobilink their team consists of individuals who have technical expertise, problem solving,

decision making and interpersonal skills. And the work team members do provide them freedom,

the opportunity to use different skills, the ability to complete it and that work has a substantial

impact on others.

Guideline for team leaders set by Mobilink:

Effective behavior indicator Less effective behavior indicatorMore of this Less of this

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Communicates frequently so that employees know what has to be done and why?Arrives at decision by consensus, where appropriate to gain team commitment.

Is supportive of the team/Individuals that help in overcoming problems to achieve targets.

Takes independent decision and asks the employees to take the decions without questioning,.

Waits for team to ask for information instead of proactively keeping them informed of the big picture.

Conflict management :

Mobilink compromised self managed work teams according to employees response

they feel greater level of responsibility on their shoulders and they measure the things like

planning ,scheduling of work, and assigning tasks to the members of team, control the place of

the work, make decisions through discussion between the team members, take actions to solve

the problems and also interact with their customers and we found that the employees called their

colleagues relationship officer rather than sales officer.

P ERSONALI TY:

The people working at Mobilink have Type A personality they are strong leaders

and can work well under pressure. They are independent and are excellent problem solvers. They

ensure that all work is accomplished in a timely manner. Type A’s are very decisive and once a

decision is made they are quick to work towards its implementation. Gaining insights into your

personality is an important key in understanding your employees what motivates them and where

they do their best work. The leader should maximize its employee’s strengths and enhance their

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effectiveness as individuals. Type A’s enjoy receiving recognition for their

work and they desire to advance in all areas, especially those related to their work. In general,

Type A’s are able to work quickly and are often seen as high-achievers holding increasingly

high-powered positions

In Mobilink employees having Type A behavior often includes:

Competitiveness

Strong Achievement-Orientation

Multi-tasking

Aggressiveness

Strive to think or to do more things at once.

A commitment to achieve goals and an intense desire to compete.

Always in a hurry

ANALYSIS:

After studying various issues related to the organizational behavior within the organization I

analyzed that

Mobilink is working globally and is also operating in Pakistan. The organization behavior

regarding goal setting for employees I have analyzed that the management of Mobilink is

effective in setting goals according to the competition in the communication sector of

Pakistan.

The management style in Mobilink is kind of participative management in which

employees are given chance to share their ideas for decision making.

There are different kinds of rewards MOBILINK gives to their employees which are as follows:

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Cash bonuses

Promotions

Make team leader

Increments in salaries

Allownces like ( fuel allowance, mobile allowance)

I found very different kind of reward in MOBILINK that they motivate their employees whose

performance is not up to the mark by giving them the salaries equivalent to the market value of

the any other employee of same rank so as to motivate their employees.

Many of the employees are being rewarded after accomplishment of their sales target in such a

way that their management take them to the picnic or invite them for dinner frequently.

And another very interesting fact which I found in MOBILINK is that their management does

not fire their employees even their performance level is not up to the mark.

Overall employees are satisfied with their company and jobs.

To some extent they are given empowerment to do their work. Most of them agree that

their jobs are not creating any physical or mental problems for them.

But according to my opinion employees are facing job stress. It is a fact that cannot be

denied. Because we know that stress is inevitable. it can only end up with the end of life

But the company deals with this problem and provides them proper counseling.

Most of the employees have positive attitude toward their jobs.

If we see an overall picture, then it is clear that they are somewhat satisfied with their jobs and

they don’t have a lot of stress on them. But still there is a need of improvement in strategies of

MOBILINK to make workforce more productive.

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Mobilink asses the employee’s performance on:

Leadership.

Communication skills.

Team work and Co-operation.

Problem solving & decision making.

Flexibility.

Customer focus.

In Mobilink training to the employees is given for the current improvement in the job while

developmental program is for improving the skill which will be used in the future. Both

managers and non-managers receive help from training and developmental program but mostly

non-managers are concerned with training while the managers are concerned with developmental

programs.

Mobilink aim’s to ensure a workplace that necessitates open and respectful

communication between the employee’s abilities. Almost all the employees are satisfied with

their physical working of employees.

Mobilink has got the combination of leaders that are both task oriented and leadership oriented.

This shows that Mobilink have the leaders that perform better in all situations and can manage

their teams more effective and efficiently.

The organization properly communicates its strategies to its employees to carry good results

efficiently and effectively. The communication between the employees is good and that drives

them to do outstanding achievement in work. In Mobilink the employees are listened, respected,

trusted, and valued that gives them a sense of self worth and belonging.

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Mobilink is providing clear path for career advancement to its employees,. Company gives full

support to its employees in this context.

At Mobilink, employees work in team and they have a team of over 4,500 unique individuals

who make it Pakistan’s largest cellular network. Being exposed to best practices and an enabling

environment, they are the best minds in the industry today. By working in teams, employees

bring their collective skills and knowledge to bear on problems and to develop innovative ideas

for the organization.

Forecasting

Mobilink seems its future bright by forecasting its demand & supply to the ultimate customers. This forecast includes the following points. Forecasting Employee Demand:-

• Setting Up New Technology

• Changes in customer demands

• New Services

• Determine demand and supply of employees

• and forecasting through arranging transfers,

• internal movements,

• rotations,

• overtimes,

• contractual & permanent hiring,

• and fulfilling the shortages of employee. Askari Bank does this with the help of HRD.

Forecasting Employee Supply:-• Transfers

• Rotations

• Overtimes

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• Temporary / Contractual

Recruitment and selectionRecruitment is the process of searching for prospective employees and stimulating them to apply for jobs in the organization.

1) RECRUITMENT CRITERIA:If anyone wants to work with Mobilink, and have the right capabilities and experience, there process will ensure that all candidates are provided with equal opportunities to secure a position. Like

Entry level fresh Induction: Management Trainee Officers: Hiring of experienced professionals:

2) SELECTION

After the recruitment the selection of the most reliable and efficient persons is done at Mobilink under the supervision of HR personals.

The selection process at Mobilink is sequenced as follows: • Entry Level Test

• First Interview

• Second Interview

• Medical Test

RECOMMENDATIONS:

To increase goodwill and positive impression of Mobilink among employees and customers Company should adopt the following things:

Enhance more promotion opportunities for their employees.

Encourage employees to participate in decision making.

We would suggest that specific job related training should be imparted to employees this

would give an additional benefit to employees for improving their skills.

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Professional counseling programmes should also be started to provide

employees with the information, regarding future prospects at Mobilink and in the mobile

industry

Although Mobilink is covering whole Pakistan but is call rates are high they can lower its

call rates, SIM charges, GPRS charges in order to capture a larger market and this way

they can capture the customers of low income group.

They should be establishing and maintaining effective communication with each

employee, sharing of ideas and employee involvement in decision making process.

The employer should show a greater trust to employees and employees should feel good

about their employer.

Their should be no artificial barriers between employees and management.

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