Human Resources Management Report on ZONG

Name of Students:

Anam Hanif

(2020-GCUF-066896)

Ayesha Iftikhar

(2020-GCUF-066914)

Report submitted in fulfilment of the requirements for the subject.

BACHALOR OF SCIENCE

IN

APPLIED PSYCHOLOGY

DEPARTMENT OF APPLIED PSYCHOLOGY

GOVERNMENT COLLEGE UNIVERSITY FAISALABAD

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In the name of ALLAH,
The most Gracious and the most Merciful.

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DEDICATED

TO THE HOLY PROPHET HAZRAT

MUHAMMAD

PEACE BE UPON HIM

He is the greatest Teacher in the world

AND

OUR BELOVED PARENTS

AND

OUR DEAREST TEACHERS

Who is always with me and guided me with love and gratitude

BY VIRTUE OF WHO’S DEVOTIONS

WE HAVE BEEN SKILLED TO TOUCH AT THIS POINT

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DECLARATION
The work reported in this thesis was out by Miss Anam Hanif registration number 2020-
GCUF-066896 and Miss Ayesha Iftikhar registration number 2020-GCUF-066914. We further
declare that this work has not been submitted for the award of any other degree/diploma.
The University may act if the information provided is found inaccurate at any stage.

The work illustrated in this report is carried out by us under the supervision of Miss
Rakhshanda; PT at Lyallpur Institute of Management & Sciences Faisalabad, affiliated
with Government College University Faisalabad Pakistan. We will be responsible for any
plagiarism in this thesis.

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LYALLPUR INSTITUTE OF MANAGEMENT & SCIENCES
FAISALABAD AFFILIATED WITH
GOVERNMENT COLLEGE UNIVERSITY, FAISALABAD

CERTIFICATE BY SUPERVISORY COMMITTEE

We certify that the contents and form of the report submitted by Miss Anam Hanif
Registration No. 2020-GCUF-066896 and Miss Ayesha Iftikhar Registration No. 2020-GCUF-
066914 have been found satisfactory and in accordance with the prescribed format. We
recommend it to be processed for evaluation by the External Examiner for the award of
the degree.

Supervisor
Signature…………………………….
Name………………………………...
Designation with Stamp...………........

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Contents
EXECUTIVE SUMMARY..............................................................................................................1
Introduction to telecommunications.................................................................................................2
Introduction of Zong....................................................................................................................2
History of Zong............................................................................................................................2
Vision...........................................................................................................................................3
Values...........................................................................................................................................3
HR department of Zong...........................................................................................................3
Departments.....................................................................................................................................4
Structure of HR Department............................................................................................................4
Types of Employees in ZONG.........................................................................................................4
Function of HR Department.............................................................................................................5
Analysis of F HR-practices at Zong.................................................................................................5
HR strategies................................................................................................................................5
HRM planning..............................................................................................................................5
Source of internal recruitment......................................................................................................7
Source of external recruitment.....................................................................................................7
Recruitment and selection............................................................................................................7
Training Methods and Employee Development..........................................................................8
Performance Management...............................................................................................................9
Main objectives of performance appraisal.................................................................................10
Compensation.............................................................................................................................10
Health and safety measures........................................................................................................11
Recommendations......................................................................................................................12

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EXECUTIVE SUMMARY:

The goals of this project will be presented in this executive summary with summarized pieces of
Information about specific activities i.e. human resource planning, recruitment and selection,
Training & Development, performance management and compensation regarding Human
resource department of ZONG (ZONG) is the second largest telecommunication company in
Pakistan. This company provides telephony services to the nation. . The company will have to
perform with more realistic approach by focusing on customer need it need to be working hard to
meet the challenges of competition and to satisfy the customer to accelerate the business. In this
report, the company analysis with suggestions and recommendations for improvement to stand
with success with in competitive market, the statistics shows that company have a robust future
in Pakistan telecom market.

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Introduction to telecommunications:
Telecom industry is growing in Pakistan, with new companies getting license the competition is
tough as a result the consumer is getting benefit and enjoying cheap call rates. The main players
in telecommunication industry in Pakistan are:
1. Mobilink 2. Zong 3. Telenore 4. Ufone

Introduction of Zong
ZONG is a 100% subsidiary of China Mobile. First International brand of China Mobile being
launched in Pakistan. CMPak has invested more than US$ 700 million in the telecom sector in
Pakistan. CMPak act as ambassador of friendship between China and Pakistan.

ZONG is the first International brand of China Mobile, launched in Pakistan. China Mobile is the
world’s largest telecom operator. Having a customer base of over, its network routes every day
and handles 250 million calls every day. 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 contender for the number one spot.

ZONG would offer its customers with entertaining & innovative value added services and will
empower them by giving a wide variety of products, services & content to choose from.

History of Zong
Paktel is a mobile telecommunication company in Pakistan. It was the first ever company granted
license to carry out cellular phone services in Pakistan, set up by Cable & Wireless. However
after the launch and rapid success of Mobilink in 1998, both services lost market share. Recently
China mobile company in Pakistan after replacing the code 0304 with 0314 now introduced its
new brand called “ZONG”. With an introductory slogan “Say it All” or “Sub Keh Do” &
started its advertising campaign at popular print & electronic media outlets.

In 2003, Millicom Corporation, who at that time were majority owners of Instaphone, bought
Paktel from Cable & Wireless. Millicom installed a new management team headed by John

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Tumelty, former CEO of Instaphone, and Chief Financial Officer David Ordman. On 22 January
2007, Millicom International Cellular S.A. stated that it would sell its 88.86 percent stake in
Paktel Limited to China Mobile for $284 million, which includes the repayment of intercompany
debt. On 4 May 2007, Paktel Limited was renamed to China Mobile Pakistan. On May 16, 2007
China Mobile announced that it had increased its stake in CMPak to 100%. On 1 April 2008,
Paktel was rebranded to Zong.

Vision
• To deliver the best network services with value added services that is In Reach of
Common Person.

• Making Communication Exciting

• In doing so, CM Pak will become our customers’ partner of choice, our industry’s
employer of choice and our shareholder’s investment of choice.

Mission
• To be the number one cellular operator in Pakistan.
• To be the Leading Mobile Operator of Pakistan by continuously innovating and offering
exceptional quality services; to be a good corporate citizen and envoy of friendship
between China and Pakistan.

• Sustained growth in earnings and profitability.

Values:
In achieving mission and making vision a reality, they will practice the values of professional
integrity, Customer satisfaction, and team work and company loyalty, Trust and Integrity,
Respect for People, cooperate Citizen.

HR department of Zong

HRM participates in strategic decision making of ZONG. Approximately 2000 plus contractual
and permanent people are employed in ZONG Pakistan in which 70% are male and 30% female
employees. They are preferring young and fresh talent as they have a lot to give to an

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organization. Listening to our employees attentively is the responsibility of ZONG HR. The
main objectives of HR department in ZONG are to bring together company needs of the human
resource. They consider employees the main assets of organization and focusing on providing
them the Better facilities.

Departments

• Finance
• Customer Services
• Commercial
• Technical
• I.T
• Human Resources
• Administration

Structure of HR Department

• Cshief HRM Officer

• Director HRM
• Senior HR Manager
• Regional HR Manager
• Assistant HR Manager
• Team Leader
• Team

Types of Employees in ZONG

➢ Permanent employees

➢ Contractual employees

➢ Outsource

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Function of HR Department
All functions of HRM Including recruitment, training and development, performance
Management, and compensation, are being performed in HR department of ZONG. For each
function they have separate department which are responsible for performing functions of HR.

Analysis of F HR-practices at Zong

HR strategies

• Customer oriented approach to retain customer’s loyalty

• Restructuring: inclusion of new corporate culture

• Retention of critical Human Resource

• Motivation of employees

• Preparation

HRM planning

• Making current assessment

• Making future assessment

• Designing a future program

HRM process of Zong is having the following categories which are:

• Conduct job analysis and based on the outcomes of the job analysis, write job
descriptions.

• Employment planning & forecasting

• Recruiting: build pool of candidate Applicants complete application form

• Use selection tool: test to screen-out applicant

• Director or department head interview final candidate to make final choice

• Training and Development

• Enlarge procedures to meet the expected HR requirements.

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HR budget:
The goals and aim of HR department is reflected in their budget. Budget is issued to the
department on the annual bases on the ratio of net income generating by the company. As Zong
is still in growth process so department have to make compromises over their budget.

Employee engagement:
Organization’s goals and values, motivated to contribute to organizational success, with an
Enhanced sense of their own well-being. For this the organization provide the following
activities to their employees. The management to take more effective and efficient decisions.
Zong consider human the most valuable asset of their organization therefore this always try to
provide right conditions for all members of their organization to give of their best each day,
committed to

• Offsite

• Cricket matches

• Cross functions

• Movie night
In Zong all engagement activities are linked with operation and hr department makes it sure that
all these activities must have some impact. For example they arrange a fault rectification day
after working days and then they take their employees to the movie night for boosting their
employee morale. Similarly they do brainstorming while going to offsite.

Employee Empowerment:
Zong has given their authority to take their decision on their respective position Organization has
set boundaries in which the employees can exercise their power. Not only male staff but female
staff have been authority to take the decisions. In recognition for their progressive gender
policies and best practices for empowering women at work, Zong has been awarded the EFP
Award for Excellence in Women Empowerment 2017’ at the International Women’s Day

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Conference, organized by the Employer’s Federation of Pakistan (EFP) in Collaboration with the
International Labour Organization (ILO) in Karachi.

Recruitment:
Recruitment (hiring) is a core function of human resource management. It is the first step of
appointment. Recruitment refers to the overall process of attracting, selecting and appointing
suitable candidates for jobs (either permanent or temporary) within an organization. It is aimed at
hiring without any discrimination based on race, color, sex, nationality, religion or disability.

• Internal recruitment
• External Recruitment

Source of internal recruitment

• Employee referrals
• Internal Advertisements.
Criteria:
• Minimum 1 year Experience
• Clearance from line Advertisement

Source of external recruitment

• University Hunts/executive search organizations • Advertising

• Employment Agencies
• Walk in Candidates

Recruitment and selection

Attracting the candidates to apply for jobs in the organization. Applicants may apply online to
the specific post. HR data base is update after 6 months. Recruitment in consultation with
officers and heads of specific department. Judged on the basis of knowledge, skills, tests,
experience and references. After screening and short listing desired applicants interviews are
conducted. Screened CV’s are than provided to departments and they conduct immediate

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interview with departmental head or nominated person. After interview with specific department
selected candidates are than forwarded to HR to conduct a final interview with them. Selected
candidates are than appointed for a probationary period. After probation period 2 references are
checked.

Training Methods and Employee Development

The principles relating to the development of the working environment are made available on the
learning portal Learn at ZONG in the form of separate e-learning programs for both employees
and managers. ZONG believes that each individual is attributed with potentials, which can be
maximized by enabling conditions favourable to their growth,

It is recommended that staff gets an opportunity to engage and learn through active involvement
in HRD interventions, which could include trainings, workshops, learning exposures,
conferences, exchange visits etc. The staff training needs will be identified through performance
development program plans in consultation with respective line managers and individual staff.

Line managers will be fully responsible for ensuring their staff receives access to training and
development events in areas that have been identified for them. The national HRD budget will be
located. The employee upon return form local HRD event will submit detail report outlining key
learning’s and use of training received in the organizational work set.

ZONG Pakistan is providing the training to its employees at level where the organization feels
about the performance gaps especially in engineering department and IT division and level of
technology does matter too. ZONG at present providing the training to its employees when they
introduce any kind of new technology and further more they also provide training to their
employees in the call centre division.

Most important thing to note that ZONG Pakistan is still employing the experienced people for
jobs and at start they don’t have any kind of formal training.

Methods of training
1. On job training:

ZONG provide the on job training during the duty hours, which is totally about the job
instructions.

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2. Coaching

ZONG provide the coaching facility to its employees for their training like training in the call
centre and in other official matters.

• Training implementation:
During the training they are provided with the specific environment in which learning aspects are
there. Before providing them training one important element is considered that how much
information these people already have, whether the further information which will be given will
be fruitful or not for employees. They are first introduced with the training purpose and
introduced more with the specific environment they are being provided for the training mode.

The training rooms for the employees are located in the respective department and each training
room is U-shaped and equipped with the white board and multimedia. Sitting arrangement is
very proper.

• Training evaluation phase:

After providing the sufficient training to employees they are evaluated on the basis of the
different criteria, first they are assessed through their behaviour whether after providing the
training they have any kind of change in their behaviour and along with the leaning purpose that
whether they get the sufficient information from their training and they also have to take tests
through these training programs to confirm, there must know any kind of performance gap after
having the training particularly in their field. And afterwards the employees are also evaluated
through their output level.

Performance Management

Performance Appraisal:

According to Newstrom, “It is the process of evaluating the performance of employees, sharing
that information with them and searching for ways to improve their performance’’.

To evaluate and improve the actual performance of employee (current/past) towards performance
standards and also future potentials of ZONG. ZONG uses the computerized performance

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appraisal method. ZONG conduct its performance appraisal of employees in December.
Appraisal sheets are developed by HR department and send to other department supervisors.

Main objectives of performance appraisal

Their main objectives of performance appraisal in Zong are as follows:

• Setting performance standards

• Corrective standards
• Discussing results
• Comparing standards
• Measuring standards
• Communicating standards

Compensation
On the successful completion of the probationary period an employee’s services will be
confirmed in writing and then an employee will be entitled to avail benefits of Medical scheme,
Leave Entitlements, Coverage under Group Life Insurance, Membership of Provident Fund,
Gratuity Fund, Pension Fund.

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. PMO (Project management office) introduces
many club memberships, game shows, lunch arrangement and many more for employee to be
motivated. as well as tenure. Special achievement awards at each individual level, team awards,
department awards and division awards.

Loan Policy:

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ZONG provide loan policy and incentives to its regular employees. Provide different loans
(house Building loan, motor vehicle etc.). Don’t give to outsource employee. Loans are given to
Outsource employee on the base of gratuity. As far as other caters are concerned for them as ptd
is an old client so some banks give loan flexibility to employees. Employee can take loan from
his Gratuity.

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 fulfil various safety measures.

Conclusion
Zong is clearly the first choice of everyone who believes in qualitative approach of franchise an
environment of highly responsible people. Zong offers several promotions, services and
packages to cater to different needs of a wide variety of Customer base. They have done
considerable research In order to understand customer needs of this region based on their
cultural as well as religious compulsions. For the first time users will get what they want,
rather than being made offers that suit operational needs more than user needs. China
mobile has proven itself as a brand now and it seems like they are going to give tough
time to other cellular companies in coming days. The hardest part of china mobile was to
rebuild the image that had been lost by Paktel often we see it’s easy to make a new building,
than of restructuring the damaged one. They are still a fairly new brand and their customer base
is limited in comparison to the market giants so they need to be really innovative and use young
talent in order to reach the top. Before deciding on the compensation plans the H.R department
try to understand the goals of the company. Groups of pay ranges are developed so that it would
be easier to make compensation plans for the employees. Usually promotions to higher group
depend upon the efforts of the employees and very seldom on their experience. Compensation
plans include both direct and non-direct compensations. Zong has more customers as compare to
other franchise, if they give to proper attention to every customer then in few years it will be the
leading franchise of Pakistan.

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Recommendations
 Delegation of authority should be clear regarding decision making for HR department.
ZONG should simplify its policies for its employees.
 ZONG should increase its recruitment sources.
 If an employee is performing dual tasks simultaneously, he/she should be well paid.
 In this way they can be encouraged and hence they will increase productivity of the
organization. As “customer is king” so Customers care services should be improved and
complaints of the customers should be solved in time.
 Voice clarity and call discontinuity is a major issue of Zong and it can be solved by using
boosters in different areas.
 Their emphasis is on fresh, young and energetic personnel which is good but besides this they should
train their old workers as they are assets of the organization and they understand some issues more
better than the new one.
 If an employee is performing dual tasks simultaneously, he/she should be well paid. In this way they can
be encouraged and hence they will increase productivity of the organization.
 As “customer is king” so Customers care services should be improved and complaints of
the customers should be solved in time

……. Thank you……

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