2012

Recruitment & Selection

World Call

Superior University Lahore

Presented To: Prof- Kamran Saeed

Presented By:
Syed Azfar Hussain Ahmad Abbas Sidra Waqar Naveed Majeed M Qasir 9319 9321 9310 9391 9315

SUPERIOR UNIVERSITY LAHORE

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Table of Content Executive Summary ..................................................... Error! Bookmark not defined. Company Profile .......................................................... Error! Bookmark not defined. New Product Category ................................................ Error! Bookmark not defined. Scope of the Research .................................................. Error! Bookmark not defined. Research work .............................................................. Error! Bookmark not defined. Launching of Destination M ....................................... Error! Bookmark not defined. Business Mission ................................................... Error! Bookmark not defined. Some Objectives of Destination M ........................ Error! Bookmark not defined. Consumer Analysis ...................................................... Error! Bookmark not defined. 1. Market analysis: ................................................. Error! Bookmark not defined. 2. Market Segmentation: ........................................ Error! Bookmark not defined. 1) Data Gathering:.............................................. Error! Bookmark not defined. 2) Analysis of gathered data: ............................. Error! Bookmark not defined. 3) Profiling the Data: ......................................... Error! Bookmark not defined. 3. Retail Mix/Retail Format: .................................. Error! Bookmark not defined. Merchandise: ...................................................... Error! Bookmark not defined. Assortment & variety: ........................................ Error! Bookmark not defined. Pricing: ............................................................... Error! Bookmark not defined. Promotion:.......................................................... Error! Bookmark not defined. Promotional Techniques: ................................... Error! Bookmark not defined. Level of marketing ....................................................... Error! Bookmark not defined. Business strategies ........................................................ Error! Bookmark not defined. Branding Strategies ..................................................... Error! Bookmark not defined. Manufactured Brand: ............................................. Error! Bookmark not defined. Private Label: ......................................................... Error! Bookmark not defined. Consumption Process................................................... Error! Bookmark not defined. 1. Consumption on the spot: .................................. Error! Bookmark not defined. 2. Consumption after purchases: ............................ Error! Bookmark not defined. Consumption inconsistent with some consumer attitudesError! Bookmark not defined. Involvement strategies ................................................. Error! Bookmark not defined. Music History: ....................................................... Error! Bookmark not defined. Self testing: ............................................................ Error! Bookmark not defined. Musical instruments: .............................................. Error! Bookmark not defined. Musical books: ....................................................... Error! Bookmark not defined. Searching facility through touch screens: .............. Error! Bookmark not defined. Packaging & Labeling ................................................. Error! Bookmark not defined. Other packaging issues .......................................... Error! Bookmark not defined. Store Layout ................................................................. Error! Bookmark not defined. Store ambiance ............................................................. Error! Bookmark not defined. Visual communication: .......................................... Error! Bookmark not defined. Lighting: ................................................................. Error! Bookmark not defined. Color: ..................................................................... Error! Bookmark not defined.

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Acknowledgement
I thank to our Allah AL-Mighty and off course thankful to our honorable teacher who has always been guiding us in a good way through understanding this course as well as the whole project. He has given us an opportunity to show abilities in the subject. I also like to thank our class mates because of their friendly attitude and maintaining lovely environment in the class.

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Dedication

First of all we will thanks to ALLAH Almighty who has given us wisdom to do this Assignment. We may never forget our Parents and Teachers who supported us throughout our life span. Without them it would have been really impossible for us to complete our project. We dedicate our assignment to them.

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Introduction
WorldCall Telecom Limited (WTL), an Oman Telecommunications Company (Omantel), is the most reliable and unique telecom and multimedia service provider in Pakistan.

WorldCall launched its business in June 1996 with payphone operations. Amid fundamental shifts in technology and industry, innovation and dedication led us to growth in diversified businesses with a range of services designed to serve the needs of the local market. From Cable Broadband to Wireless Broadband, from Cable TV to Video on Demand, from LDI services and fiber optic network to wireless local loop telephony, WTL has crossed a number of milestones. WTL offers an array of services under three major service categories i.e. Data, Entertainment and Voice.

WorldCall Telecom Limited became an associate company of Omantel after acquisition of major share holding by Omantel in 2008. Today, WorldCall Telecom has become synonymous with innovation, dedication, and reliability in Pakistan.

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WorldCall Recruitment & Selection Process

CV Bank
Internal Notification External Advertisement

Personnel Requisiton By Departement Source Selection Shortlisting of Candidate Preliminary Interview

Rejected Applications

Written Test
Initial Interview Final Interview Reference Check Medical Examination Job Offer Employment Contract Selection Evaluation

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WorldCall Recruitment & Selection Process

Recruitment, as a human resource management function, is one of the activities that impact most critically on the performance of an organization. While it is understood and accepted that poor recruitment decisions continue to affect organizational performance and limit goal achievement. It takes long time for organizations to identify and implement new, effective hiring strategies. Before going to analyze the recruitment process of WorldCall, we will like to tell you about what an effective recruitment is; Recruitment is described as the set of activities and processes used to legally obtain a sufficient number of qualified people at the right place and time so that the people and the organization can select each other in their own best short and long term interests. In other words, the recruitment process provides the organization with a pool of potentially qualified job candidates from which judicious selection can be made to fill vacancies. In HR department of WorldCall there is a position of Manager Recruitment and Record. They are responsible to fill the vacant position, coordinate in interviews. The have to coordinate in all recruitment and selection process.

1. Personnel Requisition By Department:

Successful recruitment begins with proper employment planning and forecasting. WorldCall Telecom has no policy of forecasting future requirement of Human Resource. In WorldCall every department have annual specific budget. In view of that budget department decide about the requirement of Human Resource. Whenever they need employees, department sent a Personnel Requisition Form to HR department. Personnel Requisition form act as an initiator in recruitment & selection process. Personnel Requisition Form contains information about the job available to fill, qualification required for job, experience required for job, Job description of job. This form also tells about the proposed salary for job decided by department. Presently, World Call telecom hires two kinds of employees, one hired on permanent basis and contract basis. So this form also defines the nature of job (Permanent/Contract).

2. Source Selection:
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When HR department is requested to fill the vacant position the next step in their recruitment and selection process is to decide about the source of recruitment. WorldCall has different recruitment strategies according to different levels of hiring. WorldCall has 3 source of recruitment:

1. CVs Bank: CV Bank is basically a huge storage of CVs of candidates. CV bank contain the CVs of rejected applicants, people who online send there CV to WorldCall. WorldCall look their CV bank to find capable applicant and they also have the data of different universities student that come for internship. They analyze the data according to that they short list the applicant.

2. Internal Notification: When HR department not find the capable applicant for the job through CV bank then they prefer the internal source of candidate for lower level of job. HR department place internal notification in company that tells about the vacant position and invite employees to apply for job. Recruitment conducted internally through the promotion and transfer of existing personnel or through referrals, by current staff members, of friends and family members. 3. Advertisement: Internal recruitment does not always produce the number or quality of personnel needed in such an instance the organization needs to recruit from external sources, advertising vacancies in newspapers, using employment agencies. When it comes to the external sources of recruitment, WorldCall follows a policy that first it advertises the job openings in the newspapers and seeks the response. Response time for different levels of jobs is also different which depicts the importance of the place to be filled. Advertisement of the position is made by HR department. Advertisement contains the information about the Job title and job description, relevant experience.

3. Short listing of Candidates:

When applications receive in response to advertisement the screening process starts. In screening HR department shortlist the candidate that fulfils prerequisites of the available job; Required Qualification Relevant work experience Suitable for proposed position If candidate fulfills the criteria it is passed for the next step and if candidate no fulfill the criteria the applicant is rejected.

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4. Preliminary Interview:
The next step in WorldCall recruitment and selection process is Preliminary interview of shortlisted candidates. Preliminary interview is carried out by the HR representative. Preliminary interview is conducted because CV not contains other required information. In preliminary interview Personal Data Form is given to applicant and applicant will complete the Application form with the required information and sign the application form (signing the application from means the information given is authentic and permission to check references). In WorldCall Personal Data Form applicant are asked about; Personal Detail Family Detail Language Proficiency Job Related Experience Educational Qualification Computer Literacy History with current/last Employer Liabilities with last employer Reference The preliminary interview helps eliminate unqualified job seekers based on the information supplied in their application forms which not appear in CV. Preliminary interview also identify the applicant who is suitable for job and meets the Job description and Job specification. The applicant who fulfills the criteria passed for next step and who failed to meet job description and specification is rejected.

5. Written Test:
Applicants who pass the screening process and preliminary interview are called for written test. The purpose of test is to squeeze the pool of candidates. Written test has been conducted for fresh/entry level candidates. Test depends on the level of position. Written tests include; General Knowledge Test. Communication Skill Test. Conceptual Knowledge Test.

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6. Initial Interview:
Applicants who pass the written test are called for Initial interview. Interview call letter is posted to candidate by HR department. Initial interview is basically first interview of candidate. The initial interview is conducted by department who require personnel. The candidates will be interviewed by the head of department. In interview the interviewer ask job related question to interviewee. The interviewer then gives recommendation about the candidate performance in interview.

7. Final Interview:
Candidate who is successful in initial interview is called for the final interview. This interview is a panel interview. The interview panel comprise of department managers like, head of concern department, immediate supervisor and Human Resource manager. The panel use Interview Assessment Form to evaluate candidate on different factors. The interview assessment form is divided into three parts; Suitability for Job. Behavioral Traits Organization Suitability The interviewer rate candidate on different factors and give recommendation about the candidate to hire or not. WorldCall also inform other applicant that they are not selected for job.

8. Reference Check:
The next step in recruitment and selection process is the reference or background check of applicant. In reference check HR department investigate the background of those applicants, who are selected for the proposed position. Before the hiring of person HR department send a reference letter to his previous organization to check the person behavior in the organization, why he left the job in organization. If Hr department get the satisfactory feedback from his previous company the candidate is passed for next step. Candidate with unsatisfactory feedback is rejected.

9. Medical Examination:
WorldCall give importance to medical examination. Candidate who clear from the reference check process will then scheduled for the medical examination. Medical examination is

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conducted to check the physical fitness of a candidate. WorldCall has a contract with medical lab that do the medical examination of candidate. Different tests are includes in medical examination like, Blood Test, Hepatitis A, B test.

10. Job Offer:

HR department send job offer letter to candidate who is successful in the medical examination. Job offer letter contains information about; Salary offered Benefits

11. Employment Contract:

Applicant who accepts the job will give the employment letter by the HR department. When employment letter is given the agreement is enclosed with it. The candidate should sign the agreement. The content of employment agreement is; Position Employment Period Duties Compensation Confidentiality

12. Selection Evaluation:

WorldCall evaluate recruitment and selection process as considerable costs are incurred. HR department evaluate the performance of person hire for the job after the probation period. This evaluation tells the effectiveness of their recruitment and selection process. To evaluate the performance they use Probation Evaluation Report. Employee is confirm on the basis of Probation Evaluation Report. The content of Probation Evaluation report is; Employee performance on Job Description and Job Specification Recommendation by Immediate Supervisor Recommendation by Head of Department

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Deficiencies in WorldCall Recruitment & Selection Process

First of all, before starting advising, the first step a companys HR department should do is the documentation of the process of recruitment and everything comes in it. Documenting the organizations policy on recruitment or the criteria to be utilized, and all the steps in the recruiting process is as necessary in the seemingly informal setting of in house selection as it is when selection is made from external sources.Documentation satisfies the requirement of procedural transparency and leaves a trail that can easily be followed for audit and other purposes which meet the fairness concerns. Everything should be documented before going for recruitment. Company should consider how the position they want to fill, is defined. What level of technical skills is really required? Is an IT or computing degree really necessary? Are soft skills desirable or essential? Could the role be done flexibly? Consider how and where to advertise the job. Consider whether the tone and style of the advertisement encourages women to apply or puts them off. Ensure that policies put in place primarily to retain staff are made clear to applicants. Consider how they make best use of potential pools of labor, especially for internal recruits. Consider whether a competency based approach to recruitment may attract more minorities and women, in order to comply with EEO. Understanding the requirement: Make sure you have understood the requirement very well. You should not only look at the technical requirements but also try to understand the entire environment and situation of the vacancy. Why the vacancy is there? Is it a new vacancy or a replacement? If it is a replacement, what are reasons the previous employee on that position left the job or shifted or promoted?

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Analyzing the position and team situation: After understanding the requirement, make sure you analyze the team environment and situation where the vacancy is open. Figure out the size of the team one has to work with. For example, if the team size of the position is 10 people, and if the incumbent has never worked in such team size, he wont be able to get adjusted easily. There are people who only get adjusted with small teams and there are also professionals who can only work in big teams. This is the case with leading and management positions as well. If you try to hire a person who has led a team of 100 people and if he has to lead a team of only 5 people, there are always chances that he will be not satisfied and not get adjusted in the environment. One also needs to check what kind of person the incumbent has to work with. Who is his supervisor; what kind of attitude he has and so on. In most of the cases, the study has found that an employee leaves because of his supervisor. Ultimately, the supervisor is the person who deals with him directly. Sourcing the right person: After analyzing the above two steps, now is the time to look for a right person. Match the technical skills, match the above two criteria and then call him for the interview. Salary is always an important criteria so never forget to match what he expects, what he has drawn, what is he drawing and what you can offer. Gathering basic information: Many recruiters find it silly to gather the basic information about the candidate. However, this is where they make a big mistake. Basic information like birth place, current location, family background, marital status, hobbies etc. make a big difference. These are the details which can help a recruiter to figure out the candidate's current situation, his attitude, his hidden talents and skills and many more. For example, if you have sourced a candidate who is female, recently married; there are chances for her to ask for maternity leave and the organization has to suffer. If you have a candidate who is relocating himself from his native location to a distant place, there are chances that if he gets a good opportunity in his native, he will accept it and run away. Similarly, if you find out the hobbies of a candidate you can figure out little about his attitude. If a candidate has been a soccer player

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in past, he may prove to be a good team member. If he is tennis player, he may like to work independently and so on. Interviewing: Most of the recruiters or interviewers know what he has to check. But there are some other factors which need to be considered while interviewing. These are not the questions but hints we can get while interviewing. Body Language Facial expression Speech Attitude Habits Presenting profiles to management:

It is very important for a recruiter to see how he is presenting the profile to the management. Once a recruiter has short listed one profile, he should wait for few more to get short listed. A recruiter should always give choices to the management and not just one resume. The management should have a chance to compare at least 3-4 profiles for a position. So make sure, you always present at least 3-4 resumes for a position to your management. Recruiter as a sale person: We always consider a recruiter as a sales person. He is actually selling jobs to a right candidate and again selling the right candidate to the management. The sales always include after sales service. Always make sure you update the candidates and management about the latest status and keep both of them updated and posted. Talking about World Call, it should evaluate its selection tools so that validity of those tests is guaranteed. Give the candidates assurance of keeping their personal information safe. The candidates who are not selected should be given enough response and reason for non-recruitment should be told to avoid law suits. Employment laws should be followed. They should develop such system in their HR department that no ethical issues can be raised. Internally, a system to forecast internal supply of candidates should be managed so that management do not have to go for advertising internally and screen out candidates, so that cost is saved.

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Recommendations

Understanding the requirement Analyzing the position and team situation Sourcing the right person Gathering basic information Interviewing Presenting profiles to management Recruiter as a sale person Friendly environment Focus Importance of HR function

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Conclusion
World call is a competent telecom company in Pakistan with hue infrastructure and backed by strong parent company Omantel. It has strong potential to compete and grow as a leading diverse telecom company. We have gone through analysis of world call and studied every aspect of the company we have recommended strategies, solutions to major problems faced by world call. By completing this project we came to conclude that HRM department is the main department of all telecommunication industry but according to our project world call have very well established department of HRM among others and their all employees are get motivated and satisfied with HRM department. All these telecommunication industries focus on employee satisfaction and motivation for this they conduct training sessions give incentives and all kind of benefits that retain their employees.HRM play very important role in all activities so every industry focuses on its function and scope for the betterment in present and future.

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