Executive Summary

Warid Telecom is committed to distinctive quality and unparalleled customer service in

all aspects of their business. The success of Warid Telecom is determined by the success
of unified team operating in their organization. They have to earn trust and respect of
their customers’ everyday in order that the customer makes the decision to choose their
services. Their success is guaranteed by creative, productive employees who are
empowered to make suggestions. Their jobs are designed to fulfill their mission. The
primary goal of Warid Telecom is to live their vision and continue to be an industry
leader. They achieve this through dedicated hard work and commitment from every
employee. It is the desire of Warid Telecom’s management, from top to bottom, to have
every employee succeed in their job and assist in achieving their goals.

Warid Telecom is an equal Opportunity Employer. They will extend equal opportunity to
all individuals without regard for race, religion, colour, gender, creed, national origin,
age, disability or handicap status. This policy affirms Warid Telecom’s commitment to
the principles of fair employment and the elimination of all vestiges of discriminatory
practices that might exists. It is important that the employees will promptly notify the HR
representative of any change in name, home address, telephone and other information.
Regular work hours are 9:00 am to 6:00 pm, Monday to Friday. On Saturday, the work
hours will be from 9:00 am to 1:30 pm.

All Line managers should keep record of employee attendance. If an employee is

frequently late without any acceptable reasons, the Line Managers should inform HR to
exercise corrective disciplinary action. Identification cards are issued to all employees of
Warid Telecom that shows the employee name, number and issuing date. Any kind of
company property is not used for the personal use. It is the responsibility of all employees
to maintain the confidentiality of information about Warid Telecom. The dress code for
males is dress shirt, dress pants, tie and dress shoes. They can wear Shalwar Qameez on
Saturday. The dress code for females is Shalwar Qameez and Dupatta in Pakistani
traditional style. Smoking is prohibited in the company buildings.

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 Introduction

Warid Telecom is founded by Abu-Dhabi group. The Abu Dhabi Group is led by His
Highness Sheikh Nahayan Mabarak Al Nahayan. His Highness is the Federal Minister for
Education of the United Arab Emirates. He is the Chairman of Warid Telecom‚ Wateen
Telecom‚ United Bank Limited‚ and also the Founder Chairman of Bank Alfalah
Limited.

Key Strengths of Warid Telecom

The Network:

Based on our untiring efforts to produce a quality product‚ Warid has provided the most
state of the art network that encompasses many characteristics.

Service beyond Comparison:

At Warid Telecom‚ customers are served with the mindset that they are our most
important stakeholders for the organization. Warid Telecom offers the best voice quality
and state of the art GSM & GPRS network. The reliable and accurate billing system of
Warid Telecom endows a sense of contentment to our subscribers through its
transparency. Furthermore‚ customers have the convenience of selecting from multiple
billing options‚ which are designed to facilitate different individual and corporate usages.

Innovation:

Warid is committed to providing a superior level of professional services to all its

customers – before‚ during and after the deployment of our leading solutions. In
fact‚ since launch Warid has changed the landscape of telecom services in Pakistan by
providing the innovative solutions – all for the first time in Pakistan:

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Best Practices:

In order to provide a process–driven setup with comprehensive business processes‚ all

business processes at Warid Telecom are compliant with ‘enhanced Telecom Operations
Map’ (eTOM). eTOM is the most widely used guidebook‚ which is an accepted standard
for business processes in the telecommunications industry.

Vision of Warid Telecom

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Warid Telecom’s vision is to become the primary service provider of all communication
needs of subscribers in Pakistan‚ supported by exemplary customer care. This can only be
possible by a vigilant eye on all aspects of our operations: from network quality to
innovative services. We want to live up to our motto of We Care.
Warid Telecom’s brand values include:

• Quality – Investments in an organization must be spent effectively to gain

targeted success. Warid Telecom has an uncompromising commitment to
quality in this regard. That is why we spare no efforts in pursuing the best in
network‚ services‚ products and HR.
• Simplicity – The industry trend is to complicate all aspects of
telecommunications to intimidate the user into benign behavior. Warid
Telecom encourages subscribers to be bold‚ knowing that they are getting
what they asked for. We keep things simple‚ easy to understand and even
easier to use.
• Innovation – For years‚ people complained of the same things on mobiles. At
Warid Telecom‚ we constantly look to make the communication experience
different by doing things in a better way. That is why the telecommunications
market is totally different from three years ago.
• Transparency – We are always open and honest. Warid Telecom has paved
the way to expose hidden charges‚ reduce tariffs and maintain a clean
reputation. We say what we do and we do what we say.
• Customer-Friendliness – We enjoy working and succeeding together by
building close relationships. While we have a sense of purpose in our
operations‚ we also have a strong culture that demonstrates to customers that
We Care. Warid Telecom considers the needs of customers first.

ORGANISATIONAL CHART

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 Chairman

Board of Directors

CEO

General Managers

Senior Managers

Managers

Assistant Managers

Executive

Nation-Wide Network

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Chief HRM Policies

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 • Providing Equal Employment Opportunity and a
Safe Workplace
• Planning and Recruiting
• Selecting Employees
• Training Employees
• Job Design
• Customer Services
• Job Evaluation
• Salary Structure
• Compensation and Benefits
• Employees Conduct and Ethics
• Problem Solving

Providing Equal Employment Opportunity and

a Safe Workplace

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Warid telecom is providing equal opportunity to its employees. They will extend equal
opportunity to all individuals without regard for race, religion, color, gender, creed,
national origin, age, disability or handicap status. So that all the employees working in
Warid telecom work with full confidence.

Warid telecom has the policy that affirms its commitment to the principles of fair
employment and elimination of all vestiges of discriminatory practices that might exists.

In Warid Telecom, there is no any kind of discrimination. We hire the employees

irrespective for their gender, race and religion. In the company we have a mixture of the
peoples but they all work like a happy family.

The workplace is sufficient for all the employees. Company provides necessary
equipments to its employees to do their work with ease and comfort. Moreover the
atmosphere of the company is peace and calm.

Planning & Recruiting

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There is no specific number of per year vacancies in Warid telecom. It depends upon the
number of employees needed per year. The company plans and hires the employees itself.
It does take the services from any other recruitment firm. The company forecast the
demand for labor every year. During forecasting they include measures of the economy,
actions of competitors, and change in technology and trends in the composition of labor
force.

Moreover they also conduct an analysis that how many peoples are currently working on
different jobs have relevant skills according to their jobs. Warid Telecom has long term
goals. They set our goals by making the analysis of labor supply and demand. They also
focus on our product and try to improve it with the passage of time. Moreover they
launch new services e.g. Wateen Telecom. It is also a result of our Long Term goal.

The company did not downsize their employees; they hire workers on both temporary
and permanent basis. Mostly workers are hired on Permanent basis. Some workers are
hired temporary but based upon their work, after some time they are also appointed as
permanent workers.

The two main sources by which the company recruits the Human Resource are given
below:
• Internal Source: In this source any one employee, within the company who will
be able to done the high post job, is selected. The information about the post or
vacancy is pasted on bulletin boards; on co-operate intranets and anywhere else.
This source is used less.
• External Source: In this source the advertisement is published in newspapers.
Candidates are selected from applicants by conducting interviews. In this case
people also use some references to gain the jobs. This source is used more.

Moreover they also publish the vacancies also on internet. So the peoples apply from
internet are called for interviews and for further process. If the company made its

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franchise on any rural area, then company prefer to hire the person from that area because
it is easy for customers to communicate.

Selecting Employees

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Like every multinational company, Warid Telecom has also a specialized procedure for
selecting the employees. The selection process is described as follows:
• Requisition raised by concern department.
• HR Department processes this requisition.
• Publish the advertisement in the newspapers.
• Screening the application forms and resumes.
• Interviewing Candidates.
• Checking References.
• Select the person.

They select the employees on the basis of work experience and knowledge. Good results
are also matters but knowledge is very essential for concerned job. In selecting the
company conducts tests for clerical jobs. There are some engineering tests,
communication skills tests, computer knowledge tests and many more based upon the
vacancy.

Line Managers and Human Resource Managers conduct interviews from the candidates.
But if there is an interview for some special posts like General Managers etc, then Board
of Directors and Chief Executive Officers conduct interviews. The company conducts all
types of interviews like structured, situational, behavior description, and panel interview.
In most of the cases, there are panel interviews. The selected candidates are informed by
both e-mail and postal services.

Training Employees

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Warid Telecom believes that it is necessary for individual employees or groups of
employees to take job related training courses that enhance their values to the company,
keep them up to date on the latest trends, technologies and knowledge, offering a great
chance to interact with peers. Training need is identified through gap analysis,
performance appraisal, profile assessment or one on one meeting.

Training is considered as a learning intervention used for the personal as well as

professional development of Warid employees. The employees are given in house
trainings and they also sent for trainings from well reputed and specialized training
institutes both within and outside of Pakistan. After providing training, there is a training
evaluation form. Due to this form the company realized that how much a person is
trained.

There are two types of trainings given to the employees. The types and their durations are
given below:
• For Local Trainings (maximum 1 weeks)
• For Foreign Trainings (maximum 2-4 weeks)

In Warid telecom, they use all training methods e.g. Audio/Visual, Practical, workshop,
presentations, hands-on etc.

Job Design

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The HR Department designs the jobs in which they define how work will be performed
and what task will be required in a given job. The four phenomenon of Job that is
practiced in Warid Telecom are given below:
• Job Enlargement: to some extent at managerial level.
• Job extension: many times.
• Job rotation: how to some extent in Inter-department.
• Job enrichment: many times.

Work timings are fixed for all the employees. Most of the work is done by teams. Regular
work hours are 9:00 am to 6:00 pm, Monday through Friday. On Saturday, the work
hours will be from 9:00 am to 1:30 pm. Employees are entitled to one hour lunch from
1:00 pm to 2:00 pm (conditional to job requirements). On Fridays, the prayer and lunch
break will be from 1:00 pm to 2:30 pm. 10 minutes grace time is allowed.

Customer Services

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Due to operational requirements, the timings for customer service division may differ and
are communicate accordingly. A cheerful and positive attitude is essential to our
commitment to extraordinary customer service and impeccable quality. It is essential that
the employees act in a professional manner and extend the highest courtesy to co-
workers, visitors, customers, vendors and clients.

Job Evaluation

All new staff (except GMs or above) will have to undergo probation period for 3 months.
During the Probation period, the notice period is one day. Performance of the employee is
monitored closely, if the new staff is unable to perform as per Company’s expectations,
the probation may be extended or his/her service may be terminated. All such decisions
are made in consultation with HR Department.

Each job evaluation is assigned with a grade which has a particular salary associated with
it. This range is applicable to all positions assigned to that grade. Every salary range
associated with a grade, has a minimum and maximum level.

Salary Structure

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The Company’s salary structure consists of salary grades and salary ranges. It is
established based on the relative values of jobs as a result of job evaluation process and
competitive market practices. The existence of structure allows differences in
performance and contribution to be rewarded at different salary levels. Every year, the
company reviews its salary range in accordance with the results of a market survey to
maintain the competitiveness of the salary structure. It depends on how competitive we
are when compared to the market.

The criterion which is used by the company for deciding the salary of an employee
includes the following:
• The employee’s related skills, knowledge and experience.
• The employee’s trend of performance over time versus the current year.
• Internal and external pay equity.
• Pay relationships: where to position the employee’s base pay relative to others
within the department who are performing similar work.

Warid Telecom’s Philosophy is to “Pay or Performance”, by comparing ourselves

primarily with other Telecom companies and also with multi-national consumer product
companies. They position their pay structure at 80th percentile of market and their benefits
are at market average. If an employee does not work for a full month, his/her salary for
that month will be prorated.

All employees will be paid around the 30th of each month. If the pay day happened to be a
holiday, the day before will be used as pay day.

As a matter o Warid Telecom’s policy, disclosure of salary information is strictly

restricted. The specific salary paid to an individual should not be disclosed to anyone
within or outside the company. If any employee discloses the salary information to
anyone within or outside the company there is a strict disciplinary action against him
including immediate termination from his/her service.

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The company made salary review because in this way it is easy or the company or
determining who is qualified to receive salary increase. The factors considered in making
the salary review are:
• Current performance of the employee.
• Current position of his/her salary within the assigned salary range.
• I this is appropriate, it is possible that there is no salary increase.

Compensation and Benefits

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Following are the benefits given by Warid Telecom to its employees:
• Group Life Insurance.
• Hospitalization.
• Out Patient Medical Practice.
• Dental Treatment.
• Preventive Measures.
• Cellular Phone Policy.
• Car Policy.
• Others

Group life insurance coverage is provided to all employees. In the case of an employee’s
death the beneficiaries of the employee shall receive the insurance benefits .the amount
would be doubled in case of accidental death.

All employees their spouse and children up to the age of 25 (no limits for the unmarried
daughters) dependent parents are eligible for the hospitalization. For details please watch
compensation and beneficial departments

The employees are eligible to claim their medical out patient expenses up to a maximum
of one month’s grass salary each year. The following are covered under out patient
treatment
1. Consultation
2. Prescribed medicines
3. Pathological/clinical tests and x rays

The Company will reimburse the cost of following vaccinations for employees and their
dependents.
• Small pox
• Cholera
• Polio

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 • Typhoid
• Whooping cough( infants and children)
• Tetanus
• BCG for children only
• Diphtheria
• Gamma Globulin
• Hepatitis

The company expects its employees too appropriately and reasonable use the cellular
facility, keeping the perspective that this is a business tool and not a benefit /perk.
Furthermore, all personal /private calls shall be identified and duly paid by the user. If the
cellular phone bill exceeds the stipulated limits, additional bill is deducted from salary of
the employee.

All employees would be given a cellular connection, with the monthly maximum limit
considering their level of responsibility and job functions. It is expected that employees
with the company cellular phone facility keep their mobile activated for business use 24
hours a day and 7 days a week.

Warid Telecom provides all eligible employees (except GMs) with the corresponding car
allowance to compensate them for official commute, business and personal use. Pool
vehicles & Department Vehicles Necessary maintenance and provisioning of
Pool/Department vehicles are the responsibility of Admin Service department.

All regular employees are entitled to one monthly gross salary per year of service, as
gratuity after completion of one year of service. Gratuity amount is based on pay rate at
the end of employment. All regular employees are entitled to contributory provident fund.
The provident fund shall be deducted at a rate of 9% of basic salary per month after
successful completion of 90 days probationary period.

Employees Conduct and ethics

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General employee conduct policy is given below:
• All the employees shall have equal rights as employees of this company
regardless of the position held. They shall observe the rules and regulations
related to their work. Each employee shall be responsible for ensuring the best
accomplishment of his/her assigned task.
• All employees shall strive to create a positive work environment protective to
well being of all other Warid Telecom’s employees, individually and in groups.
Employees are expected to treat fellows’ employees respectfully and courteously
and be supportive of one another.
• It is the policy of the company that certain rules and regulations regarding
employees’ behaviors are necessary for the efficient operations of the Company
and for the benefit and protection of the rights and safety of its employees.

Ethical principles are the values that set the ground rules for all that we do as employees
of Warid Telecom. As the company seeks to achieve responsible commercial success, it
will be challenged to balance these principles against each other: always mindful of their
promise to shareholders that we will achieve responsible commercial success. Following
are the ethical principles practiced in Warid Telecom:
• Honesty: they will not say things that are false. They will never deliberately
mislead. They will be as candid as possible, openly and freely sharing
information, as appropriate to the relationship.
• Promise-keeping: They will go out to great lengths to keep our commitments.
They will not make promises that cannot keep and they will not make promise on
behalf of the Company unless we have the authority to do so.
• Fairness: They will create and follow a process and achieve outcomes that a
responsible person would call just, even-handed and not arbitrary.
• Respect for others: They will open and direct in our communication and
receptive to influence. They will honor and value the abilities and contributions of
others, embracing the responsibility and accountability for our actions in this
regard.

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 • Compassion: They will maintain an awareness of the needs of others and act to
meet those needs whenever possible. They will also minimize harm whenever
possible. They will act in ways that are consistent with our commitment to social
responsibility.
• Integrity: They will live up to Warid telecom ethical principles, even when
confronted by personal, professional and social risks, as well as economic
pressures.

Each staff will be judged on merits of their performance and no favoritism preferential
treatment within/cross department(s) will be allowed. Warid telecom is committed to
providing a safe and productive work environment for all employees. The company
believe that its employee should be treated with dignity and respect. Threats or acts of
violence by an employee or any other person on Warid telecom Premises to another
individual’s wellbeing, life, health, safety, family or personal property will not be
tolerated.

Threats and acts of violence, including, but not limited to threatening language, behavior,
physical alterations, e-mails, written materials and destruction of personal property is
strictly prohibited. Firearms and/or weapons of any kind neither are nor permitted in the
workplace. If the company hears information that is questionable, we question it as to its
validity and not simply pass it along to others and not react. Any malicious rumors need
to be challenged as to its merits.

It is the company’s policy that all employees have the right to work in an environment
free from any type of illegal discrimination, including sexual harassment. Any employee
found to have engaged in such conduct will be subject to immediate discipline up to and
including discharge.

No employee is allowed to exchange gifts with any of our suppliers, vendors, franchisees
etc in the tune that may construe to greeting any direct or indirect benefits from the
employee in a sense that compromises the meritocracy standards of the organization.

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Employees who receive any kind of gift from suppliers, vendors, franchises etc will be
required to promptly inform his/her Line managers and GM Human resources for any
further action that management deems appropriate.

Corrective disciplinary process is to provide employees with an opportunity to correct

performance related problem/misconduct and avoid recurrence of them and to protect the
interest of the company by promoting fair and consistent disciplinary action when
needed. Three steps in disciplinary process are given below:
• Verbal warning: It is usually given by the department Manager in case of a
performance deficiency or a first offence involving misconduct.
• Written Improvement notice: It is given by the Department Manager to the
employee if the performance deficiency/misconduct described in the verbal
warning discussion has not improved in the stated time period.
• Discharge: This is the final disciplinary action and will only take place if the
employee performance/misconduct did not improve despite verbal and written
notice, or f the employee’s performance/conduct reverts back to an unsatisfactory
level within 6 months after the expiration f the written notice.

Problem solving
The problem solving strategy used by Warid telecom is:
“DO IT”

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 • D: Define Problem
• O: Open mind 7 Apply creative techniques.
• I: Identify best solution.
• T: Transform.
Next Approach:
• Problem finding.
• Fact finding
• Problem Definition.
• Ideas Finding
• Selection.
• Planning
• Sell ideas
• Action.

Resignation and Exit

Resignation process in Warid telecom is given as:

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

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

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