Ufone Organizational Development

Introduction of Organisation PTML is a subsidiary of PTCL (Pakistan Telecom Comp on the whole Limited), the largest slattern in Pakistan. PTML was established to operate cellular telephony. The tele ringr commenced its operations, under the reproach name of Ufone from Islamabad on January 29 2001. Since Etisalat took e realplace PTCL in 2006,during the form as aconsequence of PTCLs privatization, 26% of its sh bes were acquired by Emi range telecom Corporation (Etisalat). Being part ofPTCL, the instruction of Ufone has also been handed overto Etisalat.In September 2006, Ufone selected Huawei to deploy the nationwide GSM net domesticate at a submit value of above USD550 one thousand million. Ufone adopted Huaweis new-generation GSM solution, including All-IP core net fix and BTS, toconstruct a GSM net ply covering 1,500 cities and t professs of Pakistan. Ufone has a subscriber base of 20. 23 million as of September 2010. During2006 Ufone successfully bangd the network exp ansion of strain 4in existing as well as in new cities and t throws which amounted to to a greater extent than than US Dollar 170 million. As aresult the assetbase of the Company hasincreased from Rs. 0 billion to Rs. 27billion. Ufone adopted the policy of simplified tariffs with nohidden charges, which resulted in positive impacts on resume subscriber base, Ufone currently caters for international roaming to more than 195 live operators crosswise 119countries and introduced International roaming facility for Prepaid subscribers in Saudi-Arabian Arabia, United Kingdom, UnitedArab Emirates, Singapore,Portugal and Kuwait with lowest rates, featuring no security cook and activation charges. GPRS roaming facility is available with more than 75 Live Operators across 59 countries.The Companyhas alsobeen awarded a new License for providing cellular serve in Azad Jammu Kashmir and theNorthern Areas. Organization grammatical construction Organizational structure defines how problem confinements ar formally intentional, grouped and coordinated. Ufone is a decentralized unified nerve at branch aim but overall the intact setup is centralized. The governanceal structure is horizontal or lean. In this office flow of talk be arrives very easy and simple. It is divided into distinct departments and from each one department has a head which unsay decisions. All departments be interlinked.The opinion of departmentalization is effectively practiced at ufone. All departments contribute to the overall close of the fundamental law. Ufone has 7 departments. 1. Finance 2. Marketing 3. entropy technology department 4. guest operations department 5. Engineering dept 6. Sales dept 7. Human resource dept. perfunctory Structure or Informal Structure? When a company wants to choose in innovation, it needs to maximize flexibility. Flexibility is maximized by aggregating work into larger, holistic pieces that ar executed by groups of blueer wages, high sk illed workers.Giving the units their own support ashess and decision- bear authority to take advantage of local opportunities in regional or special(a)ized product markets also enhances flexibility. Keeping in stack of all these factors the structure of Ufone is designed i. e. the overall Structure of the Ufone is Di spateal (More conciliatory and innovative). Mainly Ufone has four regions and within those regions the structure is functional . The decision making authority is centralized at the top but within the regions it is decentralized i. e. egional heads become to inform top management before making any decisions. This is what Ufone looks from the organizational pecking sight layover of view. thither atomic number 18 7 divergent departments each headed by a Project Director. They report accostly to the CEO. in that respect be four BU (Business Unit) each Project Director is responsible for these eighter divisions. BUs are divided geographically into three divisi ons * BU North (Peshawar to Jehlum, including Islamabad) * BU Central-1 (Gujranwala cashbox Sialkot) * BU Central-2 (Multan till Rahim Yar Khan) * BUM South (Sindh and Balochistan)Nature of Organization Cultural Dimensions Organizational closinging refers to a dodging of shared meaning held by members that distinguishes the organization from the new(prenominal) organization. Ufone is following clan ending which competitors are lacking in that enclosure. orient organization looks same(p) a very personal place, employee relations are shaped around mentoring and nurturing, workplace looks want an extended form of family, a general encouragement of participation is the building block of solar day to day routines of organization, and work is designed around flexibility and self sufficiency.Human development with high trust and openness is the basic agenda of clan oriented organizations. Ufone has hierarchy culture dominance, the still organization having a substantially diffe rent hea indeed orientation, to be singled out, is U-Fone, which is a public sector organization. People find their chores more secure in public sector, moreover the workload and timings of suppose are much relaxed virtuallyly in public sector organizations. These might be somewhat of the reasons why U-Fone is perceived to be a Clan oriented organization by its employees.The disparity in the current and pet culture is prevalent in psyche organizations and industry as well. Clan is the preferred culture by most of the organizations, leading towards an industry preference as well. Ufone culture is very innovative due to a dynamic organization with a powerful culture that allows plenty to hold themost of their skills, character and overseeer in very less time. Ufone empower their employees to compete with others in edge of innovation and bringing new ideas. People in ufone use their squad effort optimally and their selling strategies are the concrete bear witness for tha t. conference colloquy shtup flow vertically or laterally. The vertical dimensions corporation be further divided into downward and upward confabulation. 1. Internal Communication in Ufone Internal Communication of Ufone is addicted below, Downward and upward communication is called vertical communication within organization Upward communication in Ufone Upward communication is the flow of information from subordinates to superiors, or from employees to management. In Ufone communication is an key source that is considered for success.Upward Communication in Ufone is a mean for show to * Exchange information to management, Ufone having organic structure employees does not olfactory modality unbelief to exchange information. * Offer ideas in which they already have edge like their advertising strategies and package offering are very effective. * Express exuberance as the matter of fact they have been given empowerment so they come up with interesting ideas. * Achieve anti c satisfaction that is tie in with the satisfaction employees achieve from the job. * Provide feedback on the internal dodging.Downward Communication Information flowing from the top of the organizational management hierarchy and telling people in the organization what is grave (mission) and what is valued (policies). Employees working in Ufone are instructed clearly on the most important issues and policies. This has boost two centering discussions to discuss employees problem and client relationship issues. Normally Ufone announces important decisions and it falls in this category of communication where employee needs to get all clear information on what to do in the organization.Upper level management motivates employees and gets feedback and if any policy or issue is not organism unflinching is discussed to remove. Horizontal/Lateral Communication in Ufone Ufone has perpetually been serious for having cost-efficient teams working for different butts like forward motion and other important issues. Communication among employees at the same level is crucial for the accomplishment of work. Ufone has forever encouraged team effort and innovation. Ufone has one more thing to get to its deferred conductment is building superbwill by boosting talent and improving teamwork. Employees always join and perform well. . External Communication in Ufone Communication with people outdoor(a) the company is called external communication. Supervisors communicate with sources outside the organization, such as vendors and guests. It leads to better * Sales volume * Public credibility * Operational efficiency * Company profits Ufone believes in Integrated Marketing Communication which is a carefully blended mix of progress tools. Ufone employ different trade activities and bloods to communicate and deliver value to customer. These activities are coordinated to provide maximum communication output.These communication channels includes-Advertising, sales promot ion, public relations, direct marketing personal selling. Ufone strategize to carry out promotion inorder to increase its market share. Strategies Ufone strategize to widen its coverage to all places in Pakistan in order to meet the requirements of its increasing customer base. Now Ufone is heading from cities to removed(p) northern areas in expanding its network and also has developed some sites in that respect. Ufone has intensifier promotion in cities, but it is also considering improving its promotion in rural areas as well.Customer Relationship Management Ufone focuses on the 10 commandments ordinance it has posted on its office wall. Ufone believes in SERVICE FIRST master and trains to its employees (personnel) to follow this rule. It treats its customers as a king because one dissatisfied customer dissatisfies the other customers as well. Ufonepersonnelaretaughttodealwiththecustomerswiththecourteousattitude. withal promotion policies are developed from time to time to retain the customers lost. This is through with(p) by giving discounts on calls rates, giving free SMS bundles, free legal proceeding etc. to the customers who dont use their SIMs for 2 to 3 months. surround centre records the calls done by customers to swan quality assurance. Greeting messages are sent to customers on religious all the samets. Also, birthday messages or cards are sent to the loyal customers. Door step dish ups are provided to the customers. These services give a competitive edge to Ufone. Sales Promotion Ufone strategize to take aid of sales promotion whenever it sees a minor drop in its usage by its customers. They mostly go for pull strategy in promotion i. e. hey spend a lot on advertising and consumer promotion to induce final customers to avail their services. Ufone applies sales promotion schemes continually in order to keep its customers loyal and happy. Sales promotions are short term incentives to encourage the purchase or sale of a product or servic es. Ufone utilizes sales promotion activities to boost its sales. It follows all four ofthe promotion budgeting methods viz low-cost method, percentage of sales method, competitive parity method and objective t pick up method. Ufone uses following sales promotion tools.Contests, Games, Premium tickets and promotional packages. Which type of intercommunicate Ufone follows? Type of network which Ufone is following is all channel network, where employees coordinate with each other but still there is central authority and team work is more encouraged. It is rather blend of wheel and all channel network, self managed teams are made and all objectives being performed are checked by central authority. Interpersonal Relationships Individual in Ufone share roughhewn goals and objectives. They have more or less similar interests and bring forward on the same lines.Since they come from the similar background and so they develop genuine relationship. It has always been better for Ufone. Em ployees in Ufone respect each other point of view and maintain humble climate throughout. in that respect is most important factor associated with interpersonal relationship is having transparency which plays a vital fictitious character and since all relation must not be biased and so they also focus on honest relationship. Since they have teams that perform most of the time on different issues and they do not indulge in criticism, backbiting and do not interfere each other. This creates a pleasant environment.Baseless rumors are always discouraged and since they have been motivated all the time from amphetamine management and their productivity increases and they try to perform even better and come up with some innovative ideas and they are also satisfied employees. jibe to a survey conducted, most of the employees do not want to bring this organization for the only reason that they have become satisfied and all the policies and procedures are quite secure and criticism has been very low. The reason being the Ufone success could also be the interpersonal relationship which encourages efficiency.Ethics The word ethical motive is often in the news these days. Ethics is a philosophical term derived from the Greek word ethos meaning character or custom. This definition is germane(predicate) to effective leadership in organizations in that it connotes an organization code transport moral integrity and consistent values in service to the public. Ufone always consider ethics while making their policies and recruitment policies. Even marketing strategies are made in the way that shows ethical behavior as compared to competitors so they are strictly following it.Customer relationship management is other important thing which should be taken seriously for ethics. Your customer is your only way for making your organization survives in the market. So ethics are important for Ufone to maintain good relationship with customers and in this regard customer service h as been given clear instruction on how to deal customers and they have even promoted ten codes for customers in different franchise of Ufone and also customer complaint cell has been formed if someone behaves wrong then it should be taken in to consideration. How Ufone encourages ethical behavior?Also quality service department checks the ongoing calls of customer support and also feedback is checked so these are all the policies in regard for customer relationship and to maintain ethics so customer should feel respected. Recruitment policy of is designed in way that shed light ons sure that everyone should apply for different position in organization and no gender discrimination is made. Even training is given to new employees rather leaving them alone in initial stages. They even hire diverse people and they think it is for the best interest of the company to follow such steps.Ufone also holds different issues for showing their love for Pakistan. The events like cultural diversit y and workshops are good steps taken by Ufone. Employees are given motivation good extrinsic and intrinsic rewards to make them efficient. Performance appraisal Objective of the Performance Management The basic objective for murder UFONE employees circles around the following * To look at Performance system as a means to an end * Setting an individuals goal * Aligning goals across the company * Ensuring employees get coaching from film directors determine merit pay * Identifying training and development needs * Providing data for promotion decision * Input from multiple source on worker functioning The capital punishment appraisal process The Performance appraisal system apply by UFONE for reviewing the exploit status of its employee starts with identifying specific appraisal goals set by each Group for each cadre. After this a detail job analysis is done with looking in account the job expectancy and then matching the actual performance with the appetited performance.Afterw ard the performance is appraised agree to the set standards and this appraisal is not done by the supervisor alone, their study focus is on taking into the account the employees perspective as well. Therefore whenever the appraisal is done employee is fully participative in the process. Performance Appraisal Method Use by UFONE UFONE is using 180-Degree Performance Appraisal Method. in spite of appearance this method, managers, peers, customers or colleagues are asked to complete questionnaire on the employee being assessed. In UFONE, performance of an employee is appraises 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. Performance appraisal 360 Behavior 20% Results 80% thoroughgoing 100% Total 500 Marks Best 400 full(a) 300 Average 250 Compensation Responsibilities of Ufone HR Department Co mpensation governing (designing and installing job evaluation program, pay structure, analyzing jobs and their dollar-worth, maintaining suitable records, wage and requital surveys of the labor market). * Health and Safety (health programs, safety programs, aesculapian facility). Employee relations (wages, rates of pay, hours of work, conditions of employment, negotiation, contract interpretation and administration, grievance handling, allocation of overtime). * Benefits and Services (insurance programs, Transportation facility, inexorable leave pay plans, loan funds, LFA salary, Yearly bonus programs along with special bonuses for achieving high targets). Employees Reaction to the system As mentioned above that Ufone follow the job based and competitive structure, so this thing is in the nature of compassionate that to react against any system because by implementing structure everybody in the organization thinks that e or she is doing much and organization is not treating the m well with the equation of others. But at Ufone as we observed mostly of the permanent employees are quite satisfied with this system as compared to the contractual employees. Their reaction towards the system is cooperative because of their appraisal system the Ufone performance appraisal system is very effective by and by every six months everybody knows that what their score is.Ufone is a performance oriented organization so they treat their employees on the basis of their performance so everybody know that if they show the results then the organization will compensate them good if not then they will never expect, This is a good approach for performance oriented organizations to implement the system like this because of this system everybody interests involves in it. And the Ufone also adopted the Competitive approach for compensation, because of this system every employee know what the other organizations are paying for the same job and what they are getting is fair or not.S ome are not satisfied because they think that we are very senior and the organization should have to compensate us for our seniority not for our work done, (Loyalty factor involves). Satisfaction Reward form at Telecom domain There is a department which looks after the motivational factors of the employees. Rewards are performance based. But incentives are something related to job tenure and attached to every job title accordingly. They offer two type of rewards 1. Extrinsic 2. Intrinsic Intrinsic rewards are motivation, making them feel good and giving them empowerment and extrinsic rewards are salary, and different pay plans.Salary at telecom sector According to the field of experience and job description every employee is compensated. Salaries are reviewed every year in January. Beside these dictated salaries there are various ways of rewarding one 1. If the employers complete their tasks within time and with quality they are recognized at the end of the year and they get bon uses accordingly, 2. If they show excellent performance in their departments, they erect be promoted before seniors, 3. There are some commissions given to their employees on the basis of revenue they generate or the customers they make, they get more money. . Medical care,( the employees get medical for their husband/wife/children and parents) 5. Life insurance, 6. Vacations, 7. Relocation, 8. Credit fire policy provident policy/ advance against provident fund and occupying of gratuity, 9. Recreation, 10. corporation policy travel, 11. Education assistance policy, 12. Mobile phone, 13. Business mobile phone policy, 14. Official blackberry policy, Supervisory Support At Telecom Sector Supervisory support is excellent in these companies. They guide their employees close to their customers, about the company, about their rights and help them in every manner.Even if the performance of employees is not satisfactory, their supervisors ask them to look for the department of their cho ice. In the call centers of these companies the agents are constantly monitored by their supervisors, in case agents get stuck with a caller question then the supervisor come to them and help them with the answer because supervisors are senior persons, the supervisors hold their agents before the whole team if an agent takes more calls in their group. authorisation Empowerment is the transfer of authorities from a senior to a immature or we can say delegating powers to another person is empowerment.Ufone is a very friendly employer and lets every personnel work efficiently. It lets every individual have the authority of taking decisions and performing tasks at his own level in the best possible way. This freedom creates a sense of ownership in each employee and he becomes more concerned about his job. When the freedom level is created, employees feel happy to work with the organization and hence move in a friendly way with the customers, thus enhancing the organizations goodwil l. Teams Work TeamsRather than having people attend committee meetings where very bittie gets done, or relegate people to their workspace where work may or may not get done, Ufone assign people to work teams. People can share the workload with each other and competition surrounded by work teams will help to encourage productivity. This will allow you to share some of your resources rather than buy one for every desk (like a stapler, for example. Sure, its a fine expense but it adds up quickly). Because responsibility is spread among team members, work wont get missed because someone goes away on holidays.Work teams should be semi-permanent arrangements between people. Self managed team The phrase self-directed work team or self-managedteam doesnt mean that the team doesnt need a leader or manager. It just means that the team is responsible andaccountablefor its decisions, as opposed to proposing action that will be approved or denied by someone outside the team. So Ufone alway s go for self managed team to resolve different issues and if some package plan has to be introduced in case competitor has introduced some cheap package.virtual(prenominal) Teams Ufone often go for Virtual teams that help to reduce expenses and increase productivity. While meetings are essential, its not always necessary for one person to fly to another city or drive to another office to attend the meeting. Virtual teams take care of that by using technology (like Webex or GoToMeeting) to connect teams. The first 3 types of teams are specific groups of people who get together to do the work theyve been mandated to do. The 4th team is simply a mindset to improve productivity while reducing travel expenditures.So lot of team member without travelling to other city gets their work done in no time. leading Leadership agency What makes a good leader or manager? For many it is someone who can inspire and get the most from their staff. There are many qualities that are needed to be a g ood leader or manager. Ufone upper level management has certain qualities to deal with employees. * Be able to think creatively to provide a vision for the company and solve problems * Be calm under pressure and make clear decisions * Possess excellent bipartite communication skills Have the desire to achieve great things * Be well informed and knowledgeable about matters relating to the business * Possess an air of authority Managers deal with their employees in different ways. Some are strict with their staff and like to be in complete control, whilst others are more relaxed and allow workers the freedom to run their own working lives (just like the different approaches you may see in teachers ). any(prenominal) approach is predominately used it will be vital to the success of the business. An organization is only as good as the person running it. There are three main categories of leadership stylesautocratic, paternalistic and democratic. Ufone follows democraticstyle of managem ent that will put trust in employees and encourage them to make decisions. They will delegate to them the authority to do this (empowerment) and listen to their advice. This requires good two-way communication and often involves democratic discussion groups, which can offer utile suggestions and ideas. Managers must be willing to encourage leadership skills in subordinates.