Leading Telecommunication Services Provider In Pakistan Commerce Essay


Customers are at the soul of our success. They have placed their trust and confidence in us. In return, we strive to fulfill their needs and deliver service, with excellent quality and value beyond their expectations.

Business Excellence

We strive for excellence in all that we do. We aspire to the highest standards and raise the bar for ourselves everyday. This commitment to delivering world-class quality translates into unmatched service and value for our customers and all stakeholders.

Trust & Integrity:

At Mobilink, we take pride in practicing the highest ethical standards in an open and honest environment, and by honoring our commitments. We take personal responsibility for our actions, and treat everyone fairly, and with trust and respect.

Respect for People:

Our relationships drive our business. We respect and esteem our employees and all stakeholders. We believe in teamwork, empowerment and honor.

Corporate Social Responsibility:

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As the market leader, we recognize and fulfill our responsibility towards our country and the environment we operate in. We contribute to worthy causes and are dedicated to the development and progress of the society.

Total Strength of Employees:

Over all:

(Total 4500)

Top Managers 75

Middle Managers 750

Line Managers 3675

Human Resource Department:

(Total 47)

Director 01

Vise President 04

Middle Managers 16

Line Managers 26

Head Office Location:

The head office of Mobilink is located at KULSUM Plaza, blue area, Islamabad.

Branch Offices:

Its branch offices are located in Lahore, Karachi, Faisalabad, Rahim Yar Khan, Sukkur, Peshwar, Quetta, Swat, and Kohat. Moblink has three main contact centers in three regions of Pakistan. As for the customers centers there are about 2000-2500 customers service centers all over Pakistan.

Major Departments

Finance Department

Credit and collection

Procurement imports

Revenue assurance

2. Customer Services Department

Customer services operations

Customer services system

3. Commercial Department


Direct sales

Indirect sales

4. Technical Department


Operations / operation support



Systems planning

5. Information Technology Department



6. Human resources

7. Administration and legal affairs & government relation department

8. Internal audit department

9. Customer services


HR Mission Statement

"To lead the organization in enhancing its human capital and creating a winning environment where everyone enjoys contributing to the best of one's ability."

Mobilink will achieve this by:

Inspiring and motivating its people.

Developing its people to strive for higher standards.

Driving an open minded and enterprising corporate culture where people through leadership at all levels dare to dream, dare to try, dare to fail and dare to succeed.

Attracting and recruiting the best talent

Mobilink has a very effective and well structured department and its various policies of keeping each employee productive part of the organization are intoned with the corporate world's requirement.

Employees in the company are highly committed to their organization, and have shown progress in the company. Employees are satisfied with the HR department of Mobilink Company.

Humans are the most important tool for having a competitive edge in the market Mobilink recruits such employees. Mobilink has one of the best HR systems in Pakistan that gives it an edge over its competitors.

HR Strategies:

Human resource department is putting its efforts towards nurturing a winning corporate culture and building organizational capabilities by ensuring that its people at all levels are both able and willing to perform at the required work level. At MOBILINK the people have been empowered to a large degree by minimizing out dated rules /regulations and plans, further eliminating such practices which be act as a barrier and create conflict among the employee and management.

HR strategy refers to the specific human resource management course of actions that a company pursues to achieve its objectives.

But how these strategies/policies/practices are formulated and implemented at Mobilink. There is a whole process behind this.

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The top team continues to play its role in providing the guidance and support to people at all levels. The HR (people's) function ensures that it leads the transformational change by creating a climate, which would help in converting the huge potential for the company into world-class performance.

The active and effective role played by HR in people development at different levels organizational, departmental and individual skills are considered as one of the most important factor in the Mobilink GSM. The effort are made for the development of the skills of the shop floor employees, improving competencies of Business Support Officers (BSOs), and enhancing the leadership qualities of managers.

Like most big organizations, the development of HR Strategies is also done in accordance with company's mission. First, Strategic planners analyze what actually is the prevalent culture of the organization, what are the strengths, weaknesses, opportunities, threats (SWOT analysis) of business and its market, and on the basis of all the above analysis, company's strategic plan is made. In the end HR strategies are formulated in accordance with this overall business'/companies' strategic plans.

Based on these HR strategies, HR policies and practices are also formed and implemented. Any critical change in the market requires the organization to follow this analysis in order to be successful. That why organizations continuously keeps on updating their strategies and policies.

HR Practices at Mobilink:

These are few of the HR practices that I have learned from my resource person.




Training & Development


Performance Appraisal System

Occupational Health and Safety measures

Career Planning and Development

Research and Development

Reward Management

Employee Relations

Literature Review

Performance Appraisal:

Reviewing performance and taking positive steps to develop employees further is a key function of management and is a major component in ensuring the success of the company through effective and effective employee performance.

A review is about gauging the performance level of the employee's and telling them how much capable are they in achieving their required goals and also guiding them where needed.

Objectives of Performance Appraisals

To measure the work performance

To motivate and assist employees in improving their performance

And achieving there professional goals

To identify employees with high potentials for advancements

To identify employees training and development needs

To provide a solid path for career planning for each individual

Appraisal Policy:

The intent of these appraisals is to review current job performance and responsibilities, set goals and discuss further opportunities with reference to past performance at Mobilink.

Performance Review:

At MOBILINK a review is intended to be an open and frank discussion between an employee and their Team Leader/Manager. Generally there are two elements: First is the element in which discussion takes place over the areas which are developed and working efficiently and also on those which are developing in the time of 12 months. The performance is of course judged comparing the performance against the core indicators of Job. The second element is concerned with discussing the training needs/inputs activities that are needed for the employee to perform their tasks better and keep themselves equal to the level of other successful employees, overcoming their lickings and achieving their goals.

Appraisal categories

Appraisal category

Definition of category

% Of total numbers of employees which can be rated in this category


Indicates exceptional performance


2.very Good

Indicate performance that consistently meets the requirements of the position," very good" indicates the individual is on track for advancements


3. Good

Indicated performance that requires improvement (i.e. meet requirements without initiative or advancement)


4. Basic

Performance to be improved (hardly meets requirements)


Sources of Performance Appraisal:

At MOBILINK the primary sources of performance appraisal are the managers and secondary sources are employees themselves. Though the peers also give their opinion but it usually does not have any weightage unless a conflict arises between the manager and the employee.


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Workers at MOBILINK are informed of their performance and given the opportunity to express their opinion over their own level of performance against each competence. This serves the following two main purposes:

It enables the reviewer to redefine whether the initial assessment was correct, as circumstances may exist that the reviewer is unaware of.

By asking the worker what he sees to be his own strengths and development areas often help to reduce negative responses and makes planning training needs/inputs activities easier if the person is able to express for himself the areas in which he feels he can improve.


Mobilink faces much competition in the telecom industry so now they are focusing on career Management of their employees in which they enable the employees to better understand and develop their career skills and interests and to use these skills and interests most effectively both within the company and after they leave the firm. Career planning is the deliberate process through which someone becomes aware of personal skills, interests knowledge, motivation, and other characteristics; acquires information about other opportunities and choices; identifies career related goals and establishes action plans to attain specific goals. Career development is the lifelong series of activities (such as workshops) that contributes to a person career exploration, establishment, and success ad fulfillment.

Mobilink gives promotion to their employees on the performance basis. The Mobilink HR department develops the employee's career development plans in which the HR department predicts the next logical step for their employees within five years.

Importance of Career planning in today's competitive world is as important as any other HR function. Retaining your valuable Human resource today is one of the biggest challenges that organizations are facing. So, HR needs to come up with new strategies. Career planning and development is one of the basic tool and strategy organizations are using for retaining their employees. This function actually makes employees feel that they are important to the organization and Mobilink wants them to be at the top in their careers.

However, at Mobilink this function is not fully performed or we should say this function is not performed satisfactorily. There are some policies on these but those are not recognized that well. One point of policy is found along with the compensation other with the recruitment. There should have been separate head for these policies.

As far as the practices are concerned, all the employees were reluctant to talk about this during our interview. However, what we analyzed is that career development is practiced but not that openly. Specially, in case if some employee is considering of joining the competitor's firm. If such is a case then organization has discipline policies for that even.

Promotion Policies

The new company structure is in five layers, comprising associates, specialists, managers, directors and chief officers------in that order starting from the bottom and working towards the top rung of the ladder.

Until approved otherwise, it would be mandatory for the employees to spend the following maximum period at each level before a promotion to the next level depending upon availability of a slot:

Associate 3-4 years

Specialist 3-4 years

Manager 2-3 years

Director According to the president decision

Chiefs According to the president decision

However, employees who may not get a chance of promotion due to the non availability of an existing slot, will be compensated by being "moved over" with in the new salary range specified by the company

Reward System:

MOBILINK considers its employees not just as a cost but also as a resource in which the company has invested from which it expects valuable returns. Pay policies and programs are one of the most important human resource tools for encouraging desired employee behaviors. The advantage of paying above the market average is the ability to attract and retain the top talent available, which can translate into highly effective and productive work force.

The incentive schemes and incentive objective have been clearly communicated to all individuals and weekly progress report is also communicated to all concerned.

Compensation and benefit plans:

Mobilink has a separate department for compensation. That department deals in staffing and compensation planning. First of all this department has all the information regarding who is being employed and how it is performing. What so ever promises are made to the employees, they know that. So it's easy for them to design compensation plans because they know every employee which is being hired.

Compensation and benefit plans are particularly based on performance. If performance is up to the standards of Mobilink and the employee has good conducts he is rewarded. After performance evaluation, results are rechecked and matched with the standards. Based on that, proper compensation plans are designed.

Salary policy

The company will pay salaries of the employees as fallows

All new employees have to open bank accounts in specified banks prescribed by the company so that their salary will be credited at the end of each month.

After opening account with the bank employees should forward his account number to HR.

Upon termination of services the employee will receive his salary within 15 days up to the time of date of his last working day.

Upon resignation the employee will be paid his dues during a maximum period of 15 days from the date he left the job.


Promotions are also reward management technique to motivate employees. In MOBILINK promotions are based on the merit and seniority (experience) basis. The one who performs well consistently over time gets reward in the form of promotion.


The employee may receive 1 to 3 month bonus subject to evaluation of accomplished objectives.

In Mobilink the reward system is based on the individual performance and individual employee performance is judged for the reward. The manager of respective departments recommends a candidate from his section for the reward purpose to HR.

Reward Categories at Mobilink

Intrinsic and Extrinsic rewards include:

Smart/Quality work

Exceptional performance in a project

Targets achievements

Special assignments

Medical care

Life insurance



Club Policy Travel

Education assistance policy

Mobile phone

Business mobile phone policy

Official Blackberry Policy

Life insurance

Medical entitlement


As we know MOBILINK is highly aware of how to motivate its employees in the best way. This can be judged by the enthusiasm and good spirit that people show in performing their jobs. There is a well-devised system that MOBILINK follows for the purpose of motivation. It includes both financial and non-financial rewards along with the major Motivators and Dissatisfies.

The company recognizes the importance of making people drive towards their goals and the basic step towards this is made through recognizing the value of importance that the company gives to its employees. MOBILINK has a set of financial rewards, medical, dental, vision and life insurance, retirement plan, educational refund assistance, paid vacation days, family and work life balance benefits and profit sharing plan, Annual bonus opportunities, company cars etc. other ways in which employees are motivated are:

Employees are safe in knowing that they will be rewarded for any exceptional work. This reward is not only monetary. It is accompanied by the employee being given recognition and greater empowerment.

Employees are given a very beautiful and healthy work environment. Special attention is given to make the physical environment most productive. This is why MOBILINK offices are considered to be the most well decorated and organized.

As we know MOBILINK has a desire to promote the high achievers from with in the company. Positions are given on merit and are transparent and fair in nature. There is no special treatment. Therefore each employee knows that he can aim for the top and actually get there. This has proved to be a great source of motivation for the employees of MOBILINK.

Motivational factors:

Mobilink is a leading telecom company and all the employees working there feel pride in affiliating them with the organization. It's the biggest intangible motivational factor. Affiliating with organization, employees are self motivated to work and loyalty comes from within. However they have other factors too. They believe in praising the good work done by employees and reward them on that. Reward may be tangible or intangible. They also arrange parties in which star performers are highlighted. Also they have informal meetings after performance evaluation and supervisors, subordinates, colleagues talk about there success and are motivated through intrinsic factors. Delegation of authority and empowerment re the tools which they use to motivate employees and that is how they keep up the good work.

SWOT Analysis:


MOBILINK has been operating for a long period of time and has been able to adjust with the changing environment because of its effective Human Resource Management. The HR practices of MOBILINK have the following strengths:

MOBILINK has the latest employee training and development approaches. Therefore it can adapt to all sorts of change and bring immediate improvement in work practices whenever the need arises.

MOBILINK hires only the most highly qualified and exceptionally intelligent and energetic people. This result in lesser HR problems as people are willing to change, take constructive criticism and focus on personal and professional development by focusing solely on achieving their work.

MOBILINK believes in making people realize their full potential and capabilities which is why jobs are designed to be challenging and goals are made to be achievable yet competitive. This results in a high level of motivation and job satisfaction for the employees and automatically promotes a healthy work environment.

The company has a very well balanced and realistic incentive program. It also focuses on giving additional benefits to its employees apart from the basic remuneration. This results in employees giving their "Heart and Soul" in working for their employer.

The HR practices of MOBILINK greatly enhance its image as a company that wants to contribute towards the society in every possible way. As the main focus is on developing better people not just better employees.

There may be various other strengths of the HR practices and management system of MOBILINK, only the most important have been discussed above.


It is very difficult to find any weaknesses in the HR management of a company that has developed and created its HR strategy with near perfection. However some weaknesses can be pointed out.

MOBILINK has a trend of maintaining long working relations with employees and sticking with the same people as long as it is productive. Most of these people are promoted from with in the company to form the middle and upper management. This results in loss of creativity that can be recognized by external recruitment for these core managerial positions.

The employees are supposed to work at late night without being paid additionally. This creates mental tension.

CV's are not properly entertained

Certain non financial rewards such as "employee of the year" which is used as motivation tool are not properly communicated to the employees regarding their importance.

The most common complaint that is heard by the employees is the biasness of immediate bosses. That creates a sense of concern with in the employees.


There are a number of opportunities that are available in areas of HR for MOBILINK during the course of its future activities. These are:

The company can discover great potential through the future graduates as every generation is being taught in more effective manner that leads to better growth. Being a leading company in the employment rankings of Pakistan MOBILINK can recruit the "cream of graduates" every year and utilize their improved knowledge and abilities.

There is an opportunity to create the best image of the company in the mind of customers by adding the value added services.

With the expansion in the company business in Pakistan, the HR department can be expended in order to manage diversity of workforce.


Due to entering of new companies in cellular industry the competition has been enhanced. Like other areas HR departments is facing the threat of employees switching from Mobilink to other companies.

The skilled and qualified workers are being attracted by the other cellular phone & multinational companies.


To conclude Mobilink has a strong HR system. That is the reason we didn't found much discrepancies in what management says, what policies state and what employees say. 90 % of the times they were same. There are some minor discrepancies but they are adjustable with little effort.

Mobilink currently is now following the approach of appraisal of MBO, in which managers sit together and find out the that how much of the objectives have been met by the subordinates.

Mobilink now a days is emphasizing upon the employee retention by compensating them along with market trend, Mobilink offers a mix approach in compensating its employees, on the other hand it deals with a very effective appraisal policy of having a secondary approach in supervisor ask their employees to judge their own performance.

It gives two advantages It enables the reviewer to redefine whether the initial assessment was correct, as circumstances may exist that the reviewer is unaware of.

By asking the worker what he sees to be his own strengths and development areas often help to reduce negative responses and makes planning training needs/inputs activities easier if the person is able to express for himself the areas in which he feels he can improve.

Mobilink has a rating system of appraising which includes variables such as


To establish core competence and to bring competitiveness,

Mobilink should implement numerous effective plans to improve the performance of its various departments. Supervisors must manage employee performance well in order for Mobilink to accomplish its mission and achieve its goals.

Following are some recommendations for Mobilink, which we

Personally feel can be useful for the organization, its employees and the customers.

Effective Performance Management

Performance management is one of the most important parts of a Supervisor's or team leader's job. Developing skills in performance Management is wise investments that will help Mobilink achieve its Goals.

Managing employee performance includes:

Planning work and setting expectations

Monitoring and measuring performance

Developing the capacity to perform

Periodically rating performance in a summary fashion

Recognizing and rewarding good performance

Practicing good performance management requires proficiency in certain competencies. Competencies are observable, measurable Patterns of skills, knowledge, abilities, behaviors and other Characteristics that an individual needs to perform work roles or Occupational functions successfully. Performance management Competencies that all supervisors (and team leaders) at Mobilink Should develop and demonstrate include:


Establishing and maintaining effective communications with each Employee not only requires good oral and written communications Skills, but it also includes the ability to establish good working Relationships. To communicate effectively with employees, Supervisors must establish an environment that promotes an open Door atmosphere, the sharing of ideas, and employee involvement in decision making processes.

Setting Goals

Setting long and short-term goals with employees gives focus to Employee efforts. When goal setting is done correctly, employees strive to accomplish those goals and feel confident in achieving them. When goal setting is done poorly,

work does not progress as desired. Knowing how to set goals effectively is an important part of Performance management. To do this well, supervisors need to be able to clarify expectations and to set realistic standards and targets.

Measuring Employee Performance

Credible measures of performance that employees understand and accept are critical for achieving high level performance. Measuring employee accomplishments, using both qualitative and quantitative measures, provides the information that supervisors and employees need in order to monitor performance.

Giving Feed Back

Feedback should inform, enlighten, and suggest improvements to employees regarding their performance. Supervisors should describe specific work related behavior or results they observe as close to the event as possible.

Coaching & Developing

Using their coaching skills, supervisors evaluate and address the developmental needs of their employees and help them select diverse experiences to gain necessary skills. Supervisors and employees create development plans that might include training, new assignment, job enrichment, self study or work details.