UFone
Q1. In general, how do you
feel about working here? Like it, feel motivated to do your best because
company has your best interests at heart, just a job. Would leave if you could
find a better job.
Mr.Khubaib
Asim Khan Service Center In charge attended us, he was very pleased being the
part of U Fone. He has been working since last 9 years. He is now governing
Multan region and his experience in UFone is helping him a lot in his career
development. HE along with his other co-worker is very motivated in terms of
many monetary and non-monetary perks. At UFone as we have observed that most of
the employees are quite satisfied reason is that UFone approach towards the
employees is cooperative and their unique appraisal system; UFone performance
appraisal system is very effective after every six months every body knows that
what their score is. UFone is a performance oriented organization so they
compensate their employees on the basis of their performance so every body know
that if they show the results then the organization will compensate them good
if not then they will never expect, And the UFone also adopted the Competitive
approach for compensation, because of every employee know what the other
organizations are paying for the same job and what they are getting is fair or
not. This is why turn over rate in UFone’s employees is less as compared to
other cellular companies. How ever turn over rate in engineering related jobs
which are technical in nature their turn over rate is a bit high as their demand
is quite high as compared to other administrative posts. Mr. Khubaib is very
pleased with his career in UFone, he thinks he is getting competitive salary
and perks.
Q2. How does your organization treat people?
UFone
has this policy of not mentioning the name of the company in a job
advertisement. Usually hiring takes place through outsourcing with a help of a
third party. But Mostly internal hiring is preferred if any person is available
otherwise above mentioned procedure is followed. Final selection takes place
after the candidate has been interviewed by the Manager of the department who
requires the new employee and then the HR Manager. A very effective way to
retain an employee is to give him compensation and benefits. Employees at UFONE
are divided into the following two major categories:
§ Permanent Employees (1700-2500 Approximately)
§ Outsourced Employees (2000 Approximately)
In Multan regional office there are
12 employees which belong to different fields including 3 ladies. All employees
get certain benefits like:
§ Training & Development
§ Employee Motivation
§ Retention of Employees
§ Career Planning/ Succession Planning
§ Employee Relations/ Communication
§ Employee Awards
§ Employee Events Management
§ Medical & Life Insurance
According to regional manager UFone
deal fairly with their employees, no gender, race, and cast discrimination is
existing in their culture resulting in minimum turnover rate.
Q3. How
committed do you think the organization is to you? Your career growth? Helping you do a good job?
Providing you with security?
History
of UFone reveals that UFone never layoff their any single employee from his
post despite many economic and competitive crises. This shows the commitment
level of organization with its employees. UFone is a career oriented
organization as training and development program and performance evaluation of
all the employees to see where the gap occurs between the actual performance
and the desired performance. Then training is designed for area which needs to
be improved. On the job and off the job both the trainings are given according
to the need of the employee. While talking to career growth Mr. Khubaib said
that their compensation strategies are usually market based and is linked with
the performance with a greater emphasis on variable pay. Usually targets are
given and according to that performance is evaluated mostly performances of
teams are measured not individuals performance. The
total returns which an employee gets against his or her work it includes:
§ Employee Health Plans
§ Employee Insurance
§ Employee Leave
§ Executive Compensation
§ Maternity Benefits
§ Pension & Retirement Plans
Wages
& Salaries Salary adjustment is based on the performance, market movement
and internal/ external equity adjustment. Revision of compensation is based on
total pay and monetization of benefits. Job security in UFone is very high as
no layoff yet is made in history of UFone.
Q4. Tell me what you like
best about working for UFone. Least.
According
to regional manager best thing which motivate him and his employees is that
UFone’s policy about its employees, they never layoff any employee. Employees
are compensated and trained that is why people love to work in UFone as their
motto is:
“ Its All About
U!!! ”
Q5. How is work distributed and carried out here? Who makes the
decisions? How are
they
made? Do you have an opportunity to provide input to how to improve work here?
The meeting of
regional heads takes place on regular basis at their headquarter as well as in
zonal and regional offices. Targets are set for each region after consultation
and taking input from every regional manager who takes input from his office
employees. At regional office regional manager perform management by walk he
himself observe and tried to identify bottlenecks. If any employee is not
producing desired or targeted output then regional manager consult with him and
tried to resolve his/her problem i.e. more training, flexible timings and team.
Strategic decision making is done in head quarter where decisions like
advertisement campaign, budgeting and planning new services and tariffs are
decided after getting necessary input from regional offices. Regional offices
ensure that policies are properly implemented in their territories and proper
follow up is taken.
Mr. Khubaib said
that he gives his input frequently in the meetings. Same as he also calls
meetings in his regional office in which his subordinates gives their
suggestions as well as suggestions given by visitors/customers are evaluated.
Q6. How does the organization
deal with work priorities?
Telecom sector
is facing hyper competition, 5 years back UFone strategy was acquiring new
subscribers by giving them attractive offers. But in year 2012 according to
regional head UFone Multan now their focus is on customer retention by
providing them after sale services. So, their main work priority is customer
care centers efficiency and effectiveness. They proactively respond to the
customer’s problems. When customer approached them they ensure that how
customer is attended, served and satisfied or not. UFone Multan office offer
comment card to the customers/visited in which their visit experience is asked.
These comment cards are then posted to Manager Quality Assurance Customer
Operation Department Plot 181-185, Sector 1-9/2 Islamabad.
Q7. How is information shared within the organization? Do you get
enough information
when
you need it? Too much? Too late? What could be done to improve information flow
here?
U-Fone is
centralized in terms of its information management system. They are using a web
based operating system in which information is gathered, processed and
utilized. Each employee has access to his/her required data. There are certain
web portals for communication of executives. Their information management
system is efficient, flexible and readily available which makes employees more
productive. However some employees are given on job training so that they may
get real time experience of how to do a task. Where as other routine works are
done through standardized methods whose information is given through training
sessions. Mr. Khubaib suggests that UFone’s organizational structure is a bit
centralized, if it could be made more flexible or decentralized then we may
improve our organizational communication system.
Q8. What kinds of things get in the way of doing you doing your
best work?
Every person needs some motivational factors
that peruse him/her to work as per his/her capacity. These factors could be
monetary benefits and appreciation of ones work from the top.
Monetary
benefits include incentives, bonuses, salary increment etc. Whereas non
monetary factors include promotions, certification, job security etc.
According to Mr.
Khubaib in U Fone, the organization is using both monetary and non monetary
factors to motivate their employees. The company offers specific bonuses and
salary increments to the employees who reach a specific performance level.
While talking about non monetary incentives he told that the company considers
a failure a learning experience and this is the reason that the turnover is
very low in u Fone. i.e. job security is used as a motivational factor and
enhances the creativity. Besides that the organization do has a Wall of Fame
which contains the snaps of the employees with high performance. On Jan 29
(anniversary of Ufone). Employees who is working in Ufone for seven years or
more then seven years gets Cash Rewards, Trophy, badges and other things.
Conclusion of RM remarks was that the organization provides every employee with
stimuli that encourages them and lead them to do their work in the best way
they can.
Q9.
What would help you be more productive more motivated?
The main thing
which motivates the employees is their reward system. And the team
co-ordination also boasts the motivation level of employees. Their mistakes are
taken as working experience which encourages employees to take bold steps and
try new and innovative ways of doing things. Another thing is which really
motivates the employees is their name and picture displayed on “Wall of Fame”.
WOF is displayed in regional manager’s place where employee and his achievement
is displayed.
The thing which
motivates more to the employees is the monetary reward like annual bonuses and
perks. These are open for all employees and awarded to those who perform extra
ordinary. Regional manager suggest that it vary from employee to employee that
which kind of tools are effective to motivate employees and increase their
productivity some employees are motivated through monetary rewards where as
others are motivated through recognition.
Q10. Do you feel part of the team here? If so, why? If not, what
would it take to make you
feel
more part of the team?
Most of the
activities are performed through teams in the UFone; there is a strong team
work culture in the organization. Teams are rewarded more as compared to the
individual work because regional manager thinks that productivity and
motivational level of team is far greater than individual performer.
Q11. Do you think that the managers are fair in their treatment of
employees? Do they provide you with what you need to do your best work and feel
motivated? Do they listen to your opinions?
There is a
proper job analysis, recruitment and training, employee job appraisal and perks
and rewards system. So, our regional manager thinks that UFone is fair in
treating its employees. They are providing their employees with best available
facilities in such competitive environment. Collections of salary and market
data, it includes average salaries, inflation indicators, cost of living
indicators, salary budget averages. UFone conducts its own market survey and
match its standards with other telecommunication companies specifically with
Mobilink and telenor.
The increments
are totally based on the performance of the employees and their seniority
level. If the scale is 15000-20000 then the increment is the 20% of the base
pay, but if any employee shows the performance then this may increase up to 35%
to 50%. The minimum salary for “Drivers” is Rs.7000 for “Tea Boys” it is
Rs.6500, for Administrative Staff like HR, Finance, Marketing, etc it is
Rs.20000 and for engineering it is Rs.20000 to 25000. Rs 2500 are given to
female employees only, if they travel on local transport. Like all other
cellular companies UFone also provides health insurance policy to its
employees. At UFone loan insurance policy is also provided to their employees
through banks.1 gross salary per year is given to each employee; half is given
in mid of the year and remaining half will be given at the end of the year. All
employees are entitle for the overtime more then 130 hours per month .For
overtime UFONE have specific formula that apply on the employees gross salary,
due to which every employee have different per hour overtime rate. The expense
Claims are the expenses which an employee make on the behalf of the company
E.g. fuel used for business travel, overnight stays on a business tour etc,
such claim are made while returning back to the office , after the whole
process the HR pay them back the next month along with their salary.
Employees
are motivated and their opinions are valued and taken in to serious
consideration resulting in increasing number of subscribers.
Q12. What do you think of the company policies? Are they
administered fairly? What kind of improvements would you suggest in the
policies?
Company policies
which are made on top or headquarter level are fair enough that they fulfill
stakes of all stakeholders. These policies are implemented in regional level
and proper follow up is taken by superiors. For example there is a reward
related to performance of the employees. For “Customer Facilitation Agents”
there 50% pay is based on their performance which is assessing every month by
their managers. For other employees like in administration, engineering,
finance, marketing, etc their performance is assessed after every six and they
get increased Rs.5000 in their salary as a reward. In each case employee have
to show consistent performance to win reward next time.
Following is the
suggestion which regional manager suggested that these should be considered by
top management:
Ø Pakistan
Telecommunication authority has decided to stop MNP facility (Switching
network) due to increasing use of cell phones in illegal activities. A new
policy should be made to deal with this issue.
Q13.
Do you understand the work goals and your roles in achieving them clear?
As UFone motto is “Its
all about You ! ” so employees do their best in satisfying its broad customer
base by using aggressive marketing strategy. Every employee is precious. He
clearly knows his/her role in achieving organizational goal. Mr. Khubaib is clear
about his role and responsibility as he governs sales and service center he
thinks it is the key department from where organization can achieve its goals.
Warid Telecom
1. In general, how do
you feel about working here? Like it, feel motivated to do your best because
company has your best interests at heart, just a job. Would leave if you could
find a better job.
The job satisfaction level of employees in Warid
Telecom (Pvt) Ltd is high. Higher salaried class in the Warid Telecom (Pvt) Ltd
are highly satisfied from their
job as compared
to the lower
salaried classes. Few high
experienced managers focus was on non monetary benefits such as self
recognition, self respect while more employees want more monetary benefits as
compared to other benefits due to economic conditions of Pakistan. The
high (above PKR
100,000) salaried employees were found
more satisfied as
compared to other categories. Overall satisfaction level
was high among employees. However employees less than 3 year experience wants
to avail better opportunity as compare to that job because they consider it is
the right of every person to avail the better opportunity, While top management
shows resistant to leave that job. Warid
telecom has organized
the Organizational Support
in logical manner, in
shape of incentives,
salaries, recognition, promotions
and entertainment etc. People are happy
and working best.
2. How does your
organization treat people?
One of the best and main thing of Warid is that
employees are considered as real and most precious asset of the organization.
In Warid, there are equal employment opportunities as well as all employees are
treated equally. There is no gender discrimination. Rules are here for everyone
not just for lower employees. All employees work in a proper team. Every team
has its own leader and worked is assigned to them accordingly. All employees
are evaluated on same criteria, based on their performance, including their
attendance, and report by their supervisor. They observe through electronic
means, report by the supervisors and managers.
The performance is gauged
on scoring method
for which they
have complete system to
follow. The report is compiled on
monthly basis declaring “Champ of the Month” and then his/ her name is
published in our News Letter. By this method no one can get extra favor. Every
employee is recognized, treats with respect, breaks communication barriers and
every feed back from employee is appraised by top management. Warid have also made arrangements for
entertainment for our best performing employees. On recommendations of the
Heads of Departments, a team each is selected.
The performance based selected teams are taken for an excursion trips,
entertaining events or outside the city. Warid have eight hours shift for all
employees. In each shift, they have one
20 minutes break
for lunch and
two 10 minutes breaks
for natural calls
or smoke etc. Rest their working is observed on the
screens by the managers. In/out timings are noted through the biometric
scanners while entering the office. They
are not just treating employees well & equally but also providing them
courage and motivational tools by these methods.
3. How committed do
you think the organization is to you? Your career growth? Helping you do a good
job? Providing you with security?
As I above also discussed ,one of the best and main
thing of Warid is that employees are considered as real and most precious asset
of the organization and its shows level of commitment of organization to
employees. According to employees it is most exciting place for learning
experiences, challenges, professionalism, and competencies by team leading
skills, taking new responsibilities and by managing resources. This organization is bringing integrity and
unity by developing trust, making every step transparent, by sharing ideas, by
encouraging and appreciating them. Warid is providing a good job to employees it can be judged through the level of
satisfaction. Warid is providing motivation through its warm and cooperative
culture. According to manager, he will give advice to graduates who are honest
and having aim to reach great heights in their careers because the company is
very good in terms of learning and growth. He was very loyal and committed to
this organization. Employee will remain secure here as well as he will show
interest in his job. Warid is offering different types of incentives to their
employees in order to retain them such as Handsome Commissions are paid on
achieving targets by the employees. Team Top position is declared annually.
Each member of the team is awarded Rs. 12000 PM in addition Individual position
is declared as Top Position of the Year, or Champion of the Year who is also
awarded Rs. 12000 PM for following year. Special raises are also given on
performance basis for the employees producing constantly good results. These
rates are not fixed and decided on performance of the individuals. Managers and
many others get petrol for their cars/conveyance at different scales. All
employees are given very low cost cell numbers with a limit that is never used
optimum by them..
Q4. Tell me what you
like best about working for Warid. Least.
The
best thing of the company is their commitment shown for their employees.
Company show courage and integrity for the employees which motivates the
employees to work best in the interest of the company. Another main thing is
their reward system which motivates the employees to work harder as the company
based upon performance.
The
team coordination and knowledge sharing among the team members also encourages
the employees. The company also
encourages the creativity and innovation. It is taking failures into working
experience so that employees are motivated
5. How is work distributed and carried out here? Who makes the
decisions? How are they made? Do you have an opportunity to provide input to
how to improve work here?
According
to manager, high level decisions and policies are made by top management which
are usually based on considering the competitive movers, PEST analysis, SWOT
analysis, past experiences, future considerations, and through research in the
market. These decisions are made by with the mutual consent of CEO and Board of
Director. Each department of country head then communicates his policies,
targets, plans, budget to each provisional head, and then they communicate it
to each Zonal and regional manager. Regional mangers transmit all policies,
information to every team leader. It looks to be centralized but every team
decides his own management style to perform these goals. Feed backs are also
communicated through lower staff to upper management staff. According to
manager, Team members represent their ideas, suggestions about achieving the goal
to their Team leader. They have Just opportunity to improve their work in their
team not too much opportunity to make top level decisions and policies.
However, every feedback is appraised by Top management in order to generate
more and more ideas from employees. They are improving the way of work by this
purpose. In side Trainings and outside trainings are also provided in order to
generate new skills and to be competitive in the market.
6. How does the organization deal with work priorities?
According to
manger, at this time more focus is on
·
Providing
Continually improved products & services
·
Reducing
customer Complaints
·
Enhancing
Customers
·
Retaining
Customers
Last year, they
also achieved award for less customer complains award. Warid achievement is
that within 80 days of launching Warid Pakistan claims to have more than 1
million users.
7. How is information
shared within the organization? Do you get enough information when you need it?
Too much? Too late? What could be done to improve information flow here?
They
are communicating and sharing knowledge & information’s through different portals
such as customer invoice, wisdom.
The issue related to information was how to manage and store up to
data information’s because it will
create bundle of new information’s for organization, would create difficulties
to eliminate old, wrong and un useful data as well as difficulty for extracting
the right information at right time. They have resolved this problem after
implementing a huge investment in IT infrastructure such as latest software
having different portals, Latest technology equipments, providing Black berry
to their staff. Now they can communicate to each other by black berry services
at any time. Video conferencing is also now possible that’s reducing
outstations meetings, savings time & cost. Quick decision making is also
possible by this fast retrieval infrastructure. They also categorized all
information’s by making different portals on software. This categorization
contributes a lot in order to facilitate customers as well as their internal
administration. Customer complaints are surprisingly reduced by this
categorization & fast retrieval system.
8. What kinds of things get in the way of doing you doing your
best work?
There are some
thing which motivates a person towards his job, or we can say some motivational
stimulus is required to boast the performance of a person. These can be of any
thing, in monetary or non-monetary terms. A mere appreciation is enough to
boost up the performance of a person. Here in Warid, through both monitory and
non monitory items and its culture are get in the way to best work
9. What would help you be more productive, more motivated?
According
to Manager, Life is all about experiences and learning. We can be more
productive and motivated through proper trainings (that are usually held inside
and outside city and country), through proper appreciation (monetary, non
monetary items) and by team work. Any organization can lead to success by
implementing these three points according to him. Here in Warid mistaken is not
taken as a failure.
10. Do you feel part
of the team here? If so, why? If not, what would it take to make you
feel more part of the
team?
In
Warid, all work is done in the shape of teams. Every team has its own leader
and work is assigned to them accordingly. In response to our question manager
replied “ Of course, I am part of team here. We all here are just like a body,
without one part no one can perform it easily. According to him, Warid focus is
on collectivism not on individualism. Everybody share his or her own experience
after his field work or office work. It not only generates new and innovative
ideas but also develop trust and mutual coordination. Here no one feels shy or
hesitant in asking a question. There is knowledge sharing culture which is only
achievable through team work not by individualism.
11. Do you think that
the managers are fair in their treatment of employees? Do they provide you with
what you need to do your best work and feel motivated? Do they listen to your
opinions?
Managers
are fair in the process of treatment to employees. It is in the culture of
Warid to give respect to others, listen to others, appreciating &
understanding the employees. Warid have score system in order to evaluate the
performance of employees. All employees
are evaluated on same criteria, based on their performance, including their
attendance, and report by their supervisor. They observe through electronic
means, report by the supervisors and managers. The performance
is based on scoring method
for which they
have complete system to
follow. The report is compiled on
monthly basis declaring “Champ of the Month” and then his/ her name is
published in our News Letter. By this method no one can get extra favor. Every
employee is recognized, treats with respect, breaks communication barriers and
every feed back from employee is appraised by management. Team leaders know
about the skills, abilities needed in different type of activities. Work is
assigned to team members according to the nature & interest. All employees motivated and courage through
different tools and techniques. Every opinion of employee is listened and
management always appreciates the feed back provided by employee. He/she is
rewarded, if opinion is too much innovative and in interest of company.
Even a lower staff member can also directly meet to higher management staff.
This shows level of unity, integrity and employees motivation and satisfaction
to Warid.
12. What do you think of the company policies? Are they
administered fairly? What kind of improvements would you suggest in the
policies?
According
to the manager, policies are made usually by top management. They just
communicate these polices and we have to take follow up of these policies and
decisions. According to manger, polices makers are very experienced and off
course they develop it on reality base. In Warid everyone tries here to
administrate each and every policy on fair bases .According to him top
management should have to more focus on face to face marketing such as (special
Market Teams for enhancing customers) as compare to TV ads, News etc.
13. Do you understand the work goals and your roles in achieving
them clearly?
According
to him, no one can perform without knowing work goals, their task and their
responsibilities. This session is cleared to employee in orientation stage.
Every employee of this organization knows company Vision, Mission and their
objectives and orientation is also held about new plans, new targets, and new
project so everyone is clear about that. Knowing the responsibilities and goals
is a backbone to achieve the targets. According to him, he is not only one in
this organization but everyone is clear about goals and how to achieve them.
Similarities
There is much closer competition in Telecom sector. We have
chosen Warid and UFone for our project. As both companies are competitors to
each other but still there culture, polices, and are much similar. Some of
following similarities we have found during our visit to both
organizations
UFone
|
Warid
|
(Pvt) limited
|
(Pvt) limited
|
Service sector under PTA
|
Service sector under
PTA
|
Focus on team work
|
Focus on team work
|
People & Task Oriented
|
People & Task
Oriented
|
Same target Market
|
Same target Market
|
Competitive
salary & Perks
|
Competitive salary & Perks
|
Hierarchical structure
|
Hierarchical structure
|
Collectivism approach
|
Collectivism approach
|
Moderate power distance
|
Moderate power
distance
|
High Future oriented
|
High Future oriented
|
Facing Hyper competition in Market
|
Facing Hyper
competition in Market
|
Monochronic Culture
|
Monochronic Culture
|
Market Segmentation same
|
Market Segmentation
same
|
Equal employment opportunities based on
merit
|
Equal employment
opportunities based on merit
|
Marketing Mix same
|
Marketing Mix same
|
Polycentric approach
|
Polycentric approach
|
Low gender differentiation
|
Low gender
differentiation
|
Value & Managing Diversity
|
Value & Managing
Diversity
|
Transactional resolution
|
Transactional resolution
|
Communication Management system
|
Communication
Management system
|
More responsive staff
|
More responsive staff
|
Both companies have hierarchical structure, decision making
and policy making is made by top management then communicated to lower staffs.
Both of companies have incentives& perks system, communication system as
well as same market segmentation and marketing mix. Both have equal opportunity
of employment with high future orientation and collectivism.
Differences
UFone
|
Warid
|
Tariff’s
|
Tariff’s
|
Satisfaction
level high of all employees
|
High satisfaction level of only Top management
|
Aggressive
marketing Strategy
|
Not Aggressive marketing Strategy
|
Customer
Satisfaction
|
Enhancing customer and providing quality service
|
Congested work environment in Multan
|
Relaxed worked environment
|
More
females in Multan
|
Less females in Multan
|
Much
focus “on- job-training”
|
Much focus “out station training”
|
Most focus
on Common customers
|
Most focus on business class
|
Market
leader in service offering
|
Not Market leader still
|
Timing 09am-6pm
|
Timing 09am-05pm
|
Poor
performer as per PTA
|
Award holder for reducing complain
|
2.5 crore
users approx.
|
1.25 crore users approx.
|
Outsource
calling centers
|
Calling centers under their ownership
|
1700-2500
permanent employee approx.
|
2200-2700 permanent employees approx.
|
Female staff of companies:
UFone
|
Warid
|
More female
staff.(3 in regional office)
|
Less female staff
(only one in regional office)
|
No flexible
work hours
|
No flexible work hours
|
No pick&
drop service
|
Pick & Drop service
|
Maternity
leave allow
|
Maternity leave allow
|
No gender
discrimination
|
No gender discrimination
|
No day care
centre
|
No day care centre
|
Monetary
benefits on performance
|
Monetary benefits on performance
|
Esteem to females
|
Esteem to females
|
Less in marketing field
|
Less in marketing
field
|
Promotion on merit
|
Promotion on merit
|
QNO3 Certification
Valuing & Managing
Diversity
Valuing & Managing diversity in Warid
HRM
department always pay attention to get a diverse staff so the hiring criteria always
prefer to hire diverse people to promote individual thinking.
o Hire the Diverse staff
o Plan for team building exercise.
People
from different regions of Pakistan are employed on equal employment
opportunities basis without any discrimination .Warid
take different steps in managing diversity. Warid manage the diversity
workshops to zonal and regional managers. Main motive of these classes is to
encourage individual to come up with new ideas that gave benefits to the
organization. Special funds are also allocated for the diversity programs. From
last few years Warid plans for special funds allocation for diversity program,
Finally after team building a diversity officer is allocated Regional manages
all the issues and problems and also works as a middle man for those who can
solve their issues by their own. Diversity manager provide an environment where
everyone is free in his/her thoughts, continuously encouraging and motivating
individuals to accomplish the desire one.
Valuing& Managing diversity in UFone:
UFone
always “welcome” for the different people into the organization and celebrate
the change that occurs. In UFone planning for the diversity is proactive they
always look for the volunteer to do work in the organization and provide equal
job opportunities without any discrimination.
Always
go for volunteers. They think that current volunteers are essential for the
organizational change they know better as compare to the new hired person to
come up with diversity related issues. Here the gaps are identified. Diversity
awareness trainings are conducted. Purpose of these trainings is to strengthen
the factor of trust, foster good relationships, and eliminate discrimination.
Almost at the end of every three months 6 weeks training program is conducted.
Ufone
define the policies to value the diversity. Provide equal opportunity and
affirming their identities with regard to race, ethnicity, gender, religion,
class, etc and always changing structures, policies, and systems.
Top
management is responsible to manage the issues related to the diversity, along
these a special feedback system is established where any individual reports
even for his top management, these issues are discussed by upper authority on
monthly basis.
Cultural noise of Warid & UFone
Cultural noise is known as hinder to effective communication
of intended meaning between people belonging to different cultures. Following
are various sources of culture noise of both companies
Values:
Both the companies deals
with various type of customers, some of them are less educated and some are
highly qualified customers. The less uneducated customers usually don’t know
about the culture of regional office and new machinery such as receiving token
slips. It creates hesitation to new less educated customers, they also don’t
know about different packages offered by companies, So for employees it is much
difficult to convey them about packages details and they consume a lot of time.
Language Difference:
This kind of noise is usually faced by call
center agents or customer service representatives. Most of the customers
communicate in their native languages such as saraiki, Punjabi, pushto etc.
Especially this occurs with urban people. So, it is also a main source of noise
Thought Patterns & Social Organization:
Many customers belong
to different thought patterns and linked through different social contacts. It
creates a good or bad impact for employees of both companies. They want to try
explain them in details but different customers perceive it differently. It is
also a main culture noise.
Non Verbal Communication:
Body language
and different gestures of customers also a source of culture noise. A case
happens with employee to serve a person who was not able to speak and hear.
Some customers put much emphasis on Paralanguage (speech, tone and inflection
of voice, other noises, laughing, yawning, and silence). Object language is also
source of noise. People makes perception for their services by looking at their
office space, building, architecture, office layout and furniture etc. If the
furniture, temperature, lighting is not proper and traffic noise is
interrupting then customers don’t like to stay more there.
Culture:
Some people
perceive female as a service representative is not good for society because
they have to interact with a various types of people throughout the day.
However
both companies are trying best in order to reduce culture noise by hiring
different kind of staff experts of Multilanguage, training to existing
employees in order to deal them, hiring a office representative in order to
guide them, by improving communication skills of employees and through up to
date infrastructure of offices.
Q: who makes decisions,
reports to whom? Hierarchal, egalitarian or something else but exactly what
form of reporting and decision making system in two organizations?
Both
the companies are following same hierarchical system
Strategic decision making is done in head quarter where decisions like
advertisement campaign, budgeting and planning new services and tariffs are
decided after getting necessary input from regional offices. Regional offices
ensure that policies are properly implemented in their territories and proper
follow up is taken. According to manager, high level decisions and policies are
made by top management which are usually based on considering the competitive
movers, PEST analysis, SWOT analysis, past experiences, future considerations,
and through research in the market. These decisions are made by with the mutual
consent of CEO and Board of Director. Each department head of country then communicates his policies,
targets, plans, budget to each provisional head, and then they communicate it
to each Zonal and regional manager. Regional mangers transmit all policies,
information to every team leader. It looks to be centralized but every team
decides his own management style to perform these goals. Feed backs are also
communicated through lower staff to upper management staff. Both are using such type of hierarchical
structure.
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