Ufone Performance

Management System
SHAFIQ UR REHMAN, HAN XIAO LIN, WASIF KAZMI, FEHMIDA
KANWAL & SYEDA SEHR

Submitted to Madam Fouzia – Performance Management Course

 Table of Contents
 About Ufone
 Company Profile
 Mission Statement
 Story of our Brand
 Coverage
 Values at Ufone
 Products
 Organizational Structure at Ufone
 Human Resources Department at Ufone
 Current Objectives of the Performance Management System at Ufone
 Performance Appraisal Process
 Performance Appraisal Method used by Ufone
 Rewards Related to Performance
 Samples
 Compensation Responsibilities of Ufone HR Department
Critical Evaluation
 Recommendations for New PM System
 Conclusion

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About Ufone

Ufone is a Pakistani Telecom Company with its presence in all the major cities of Pakistan along with a
comprehensive coverage across all major towns, villages and tehsil headquarters of the country. The
company employs more than 3,850 people and operates with a network of more than 320 franchises
and company-owned customer service centers along with a distribution network of 150,000 outlets
nationwide.

Company Profile

Pak Telecom Mobile Limited (PTML) is a wholly owned subsidiary of Pakistan Telecommunication
Company Limited (PTCL) that started its operations in January 2001 under the brand name 'Ufone'. As a
result of PTCL's privatization, Ufone became a part of the Emirates Telecommunication Corporation
Group (Etisalat) in 2006.

Since its inception, Ufone has focused on the people of Pakistan, empowering them with the most
relevant communication modes and services that enable them to do a lot more than just talk, at a price
that suits them the most. Along with the claim of lowest call rates, clear sound and best network, Ufone
offers its customers simplified tariffs with no hidden charges. With a strong and uniquely humorous
communication direction that has now become Ufone's signature across all advertising media, Ufone
gives its customers many reasons to smile.

This customer focus and best offering has allowed Ufone to build a subscriber base of over 24 million in
less than a decade. Ufone has network coverage in 10,000 locations and across all major highways of
Pakistan. Ufone currently caters for International Roaming to more than 288 live operators in more than
160 countries. Ufone also offers Pakistan's fastest growing 3G network, and BlackBerry Roaming
coverage available with more than 200 Live Operators across 122 countries. Ufone has also become a
focused and intensive leader in VAS, constantly introducing innovative services, which have been the first
of their kind in the Pakistani cellular industry.

As the world of telecommunications advances, Ufone promises its customers to stay ahead, developing
and evolving, to go beyond their expectations, because at Ufone, it's all about U.

Mission Statement

To be the best cellular option for U.

Story of Our Brand

At Ufone, it's always about you. In order to evolve with our customers and to keep pace with your needs,
we rejuvenated and revamped our image by changing our visual identity

At Ufone we understand the value of words and the need to communicate effectively and efficiently at
all levels of society, which is why our primary focus is on U, our valued customers bring strength to our
company.

With a fresher look than is accepted and appreciated across the board by people of all ages, we aim to
connect with you and provide you state of the art services. No matter who you are, where you are, what
you want to say, how you want to say it or how you feel, you are our focus. Because at Ufone, it's all
about U!

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Coverage

We are, where you want to be. At Ufone we aim to provide you with wider coverage, superior
connectivity, clear signals & voice quality.

Covering several key destinations your Ufone is the ultimate means to stay connected wherever your
business takes you allowing seamless roaming through the network providing the best nationwide
coverage.

Ufone, being one of the leading cellular service providers, has recently launched its service in many new
cities. Keeping up with its pace it is rapidly expanding its network.

Ufone keeps on adding new cities with same superior network that continues to expand. Ufone covers all
major cities of Pakistan. Now you can enjoy comprehensive coverage in areas like the GT Road, Super
Highway & Motorway etc. So wherever you are in Pakistan, Ufone keeps you connected.

Values at Ufone:

We see ourselves as responsible individuals and believe that trust forms the foundation of every strong
relationship. Every day, we aim to further strengthen this trust by living our values, and following
through on our commitment to succeed together. We believe in an empowered workforce, where our
people have the freedom to make their decision in light of our culture and values. These values are the
building blocks of our daily interactions between us, our stakeholders and our customers. Our core
values are the pillars upon which our organizational culture and business practices are based. We call
this the Ufone Way, and it is all about translating our basic cultural ingredients into our lifestyle.

Our values are:

 Leadership with Passion

We believe in leading by example, and taking responsibility for our mistakes. We aim to stay
accessible and helpful, using dialogue as influence and not authority.
 Teamwork & Innovation
We encourage open communication and interaction, and recognize team members for their
contributions. We acknowledge ideas without prejudice and share knowledge freely across
functional boundaries.
 Entrepreneurship, Freedom with Responsibility
We help each other in refining ideas, by asking questions and taking everyone's point of view.
This helps us in understanding our customers better, and in understanding how our individual
roles contribute towards organizational success.
 Humility in Relationships
We respect each other and are always there to help. We believe in ourselves and care about
what is important to each one of us, always being there with support where needed.
 Commitment with Fun
We stay calm under pressure and celebrate our successes, no matter how tiny they may be. We
are proactive and enthusiastic, and face every challenge with a smile. Each one of us brings
something special to Ufone, and that is what defines our culture.

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To safeguard our reputation and our brand, we hold ourselves at the highest standards of ethical
behavior that go hand in hand with the highest of accountabilities.

Products:

Organizational Structure at Ufone:

CEO & Board of

President Directors

CFO CHRO CSO CTIO CCO CIAO

Human Resources Department at Ufone:

Ufone considers their employees to be the asset of the company, so in order to retain their employees
following practices are followed in the company.

Recruitment & Selection

Orientation

Performance Appraisal
Performance Management
Training & Development

Compensation & Benefits

System
Current Objectives of the Performance Management System at Ufone

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 Ensuring Identifying Input from
Aligning goals Providing data
Setting an employees get Determining training and multiple source
across the for promotion
individual’s goal coaching from merit pay development on worker
company decision
managers needs performance

Performance Appraisal Process:

Performance Appraisal Method used by Ufone:

• Ufone is using 180-Degree Performance Appraisal Method.

• A 180-degree feedback is where your raters are at the same level as you (peers or colleagues),
and a person you report to.

• In UFONE, performance of an employee is appraised twice a year. Once in June while other in
December.

• In the questionnaire there are five sections and in each section there are five questions related
to the performance of employee. There are total 100 points from which an employee gets.

Rewards Related to Performance:

• There is a reward related to performance of the employees. For “Customer Facilitation Agents”
their 50% pay is based on their performance which is assessing every month by their managers.

• For all other employees, after the completion of the annual performance appraisal, employees
are divided into different performance grades i.e. Outstanding, Exceed Expectations, Meets
Expectations, Below Expectations.

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 • Different quotas are allocated to each performance grade i.e. 3 salaries at OS, 2 salaries at EE,
1.5 salary at ME etc.

• Hence, annual bonus is the reward for performance.

Samples:

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Ratings & Grades

Behavior 20%
Results 80%
Total 100%
Grades:

Outstanding 95-100
Exceed Expectations 85-95
Meets Expectations 70-85
Below Expectations Below 70
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Compensation Responsibilities of Ufone HR Department:

• Designing and installing job evaluation program, pay structure, analyzing jobs, maintaining
suitable records, wage and salary surveys of the market.

• Health and Safety programs (Medical facility).

• Employee relations (hours of work, conditions of employment, negotiation, contract

interpretation and administration, complaint handling, allocation of overtime).

• Benefits and Services (insurance programs, Transportation facility, sick leave pay plans, loan
funds, Yearly bonus programs along with special bonuses for achieving high targets).

Critical Evaluation:

• More than 55% of employees in Ufone are contractual based employees and they don’t enjoy
same perks and benefits as permanent employees do.

• Low intrinsic motivation exists in Ufone.

• Issues exists in Payroll department of Ufone, employees become frustrated and reserve their
optimal input.

• 180-degree feedback. May be hurdle for some jobs

• Twice a year performance evaluation. May demonstrate unrealistic results

• Compensation in return of performance appraisal. Not suitable as per some employee’s opinion

• Complex and un achievable goals stops employee promotion and effect organization
performance.

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Recommendations for New PM System

 Creation of a digital portal for performance evaluation i.e. Conversion of a Paper based system to
a Digital Platform
 Rather than just a digital web-based platform accessible only on the company’s intranet, we
propose an app-based solution for this.
 Mobile Applications working on both Andriod, Apple operating soft wares should be created for
performance evaluation.
 This will help make information accessible, anywhere and anytime.
 Help people away from for leaves or business work (in a remote location) to complete
performance appraisal exercises on time.
 Ensure submission of quality objectives, not just filling objectives for the sake of it.
 Adoption of a more organic approach, rather than dictation from top.
 Optimal Resolution of all Manager – Subordinate Issues/Conflicts.
 Observance of strict routine for timely roll out of Performance Management Exercise.
 Ethical Execution of Performance Management Exercise.
 Exclusion of vague Behavioural Aspects of Performance Management Exercise.
 Top Down Translation of Company Goals and Objectives to Departmental and Team goals.

Conclusion:

 Ufone has a rigorous and comprehensive Performance Management System.

 Like all companies PMSs, it has its pros and cons.
 It holds many opportunities to improve its system objectively.
 At the same time, it should retain its compensation system linked to performance management
system.
 If our recommendations are incorporated and worked upon, the system will become better and
will also increase employee satisfaction.

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