LAUNCH OF CPMS

08 Zubair
Zubair
Habib
Habib

Iqra
Iqra
Nawaz
Nawaz 20

29 Sania
Sania
Nouman
Nouman

Asif
Asif Ali
Ali 11
 UFONE
About Ufone
 Ufone is a Pakistani Telecom Company with its presence in all the major cities of
Pakistan.
 Along with a comprehensive coverage across all major towns, villages and tehsil
headquarters of the country.
 The company employs more than 3,850 people and operates with a network of
more than 320 franchises and company-owned customer service centers along
with a distribution network of 150,000 outlets nationwide.
 As the world of telecommunications advances, Ufone promises its customers to
stay ahead, developing and evolving, to go beyond their expectations, because
at Ufone, it's all about U.
Mission Statement
• To be the best cellular option for U.
Organizational Structure at Ufone:

CEO
CEO && Board
Board of
of
President
President Directors
Directors

CFO
CFO CHRO
CHRO CSO
CSO CTIO
CTIO CCO
CCO CIAO
CIAO
Human
Human Resources
Resources Department
Department at
at Ufone:
Ufone:

Ufone
Ufone considers
considers their
their employees
employees toto be
be the
the asset
asset of
of the
the company,
company, so
so in
in order
order to
to retain
retain their
their
employees
employees following
following practices
practices are
are followed
followed inin the
the company.
company.

Recruitment
Recruitment &
& Orientation
Orientation
Selection
Selection

Performance
Performance Training
Training &
&
Appraisal
Appraisal Development
Development
Performance
Compensation
Compensation Management
&
& Benefits
Benefits System
Current
Current Objectives
Objectives of
of the
the Performance
Performance Management
Management System
System at
at Ufone
Ufone

Ensuring
Input from
employees Identifying Providing
Setting an Aligning Determining multiple
get training and data for
individual’s goals across merit pay source on
coaching development promotion
goal the worker
from needs decision
company performance
managers

Performance
Performance Appraisal
Appraisal Process:
Process:
Performance Appraisal Method used by Ufone:

• Ufone is using 180-Degree Performance Appraisal Method.

• In UFONE, performance of an employee is appraised twice a year.
• 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.

Rewards Related to Performance:

• There is a reward related to performance of the employees. For “Customer

Facilitation Agents” their 50% pay is based on their performance which is
assessing every month by their managers.
• For all other employees, after the completion of the annual performance appraisal,
employees are divided into different performance grades i.e. Outstanding, Exceed
Expectations, Meets Expectations, Below Expectations.
• Different quotas are allocated to each performance grade i.e. 3 salaries at OS, 2
salaries at EE, 1.5 salary at ME etc.
• Hence, annual bonus is the reward for performance.
Ratings & Grades
Behavior 20%

Results 80% 

Total 100%

Grades:

Outstanding 95-100

Exceed Expectations 85-95

Meets Expectations 70-85

Below Expectations Below 70

Critical Evaluation

 55% contractual employees

 Low intrinsic motivation exists in Ufone.
 180-degree feedback. May be hurdle for some jobs
 Twice a year performance evaluation. May demonstrate unrealistic results
 Compensation in return of performance appraisal.
 Complex and un achievable goals stops employee promotion and effect
organization performance.
 Gaps
Ufone
Ufone has
has aa rigorous
rigorous and
and comprehensive
comprehensive Performance
Performance Management
Management System.
System.

55
55 %
% of
of employees
employees are
are on
on contractual
contractual base
base and
and they
they are
are not
not getting
getting any
any
benefit
benefit and
and compensation
compensation because
because of
of PMS
PMS criteria.
criteria.

Performance
Performance management
management is
is considered
considered as
as performance
performance appraisal.
appraisal.

Practise
Practise only
only twice
twice aa year.
year.

No
No link
link of
of succession
succession with
with performance
performance management
management system.
system.

Just
Just aa HR
HR practise
practise nothing
nothing more
more that.
that.
Recommendations
Recommendations for
for New
New PM
PM System
System

A digital portal for performance evaluation

App-based solution

Mobile Applications working on both Android, Apple

operating soft wares

Ethical Execution of Performance Management Exercise

Top Down Translation of Company Goals and Objectives to

Departmental and Team goals.
 Planning

m
Communication

tteem
SSyyss
Define Job types and Competency

M
PPM
eedd Identify Skill Gaps
bbaass

Rating Criteria 360 Degree

nnccyy

Ensure Alignment with Other HR Systems

eettee
mpp

Allocation of Smart Goals

m
CCoo

Performance Agreement
nngg
ooppii

Coaching
vveell
DDee

On Going Feedback

Closely Monitor and Evaluate

 Benefits
Benefits of
of CPMS
CPMS

Improved
Improved Worker
Worker Safety
Safety and
and Morale
Morale especially
especially contractual
contractual employee.
employee.

Reduced
Reduced Overall
Overall Risk
Risk of
of Company
Company

Skills
Skills development
development of
of employee.
employee.

360
360 Degree
Degree assessment
assessment improve
improve the
the skills
skills of
of employee
employee and
and built
built trust
trust level
level of
of end
end user.
user.

Improved
Improved Decision
Decision making
making

Controls
Controls Retention
Retention

Improved
Improved Service
Service Quality.
Quality.
 Competency

Behavioral Technical

Communication Expertise in relevant area

Adaptability Technical Skills

Motivation to drive Updated Business Knowledge

Team Work Ability

Stress Management

Diversity
 Allocation of Smart Goals

Sales
Sales Manager
Manager

Increase
Increase revenue
revenue

Reduce
Reduce customer
customer churn
churn rate
rate

Increase
Increase number
number of
of qualified
qualified leads
leads

Reduce
Reduce cycle
cycle time
time

Controls
Controls Retention
Retention of
of Customer
Customer

Increase
Increase customer
customer lifetime
lifetime value
value
 Allocation
Allocation of
of Smart
Smart Goals
Goals

Customer
Customer Service
Service
Representative
Representative

Increasing customer retention/loyalty
Increasing customer retention/loyalty

Increasing customer satisfaction
Increasing customer satisfaction

Increase
Increase number
number of
of leads/Upselling
leads/Upselling

Increasing
Increasing lifetime
lifetime value
value of customer
of customer

Controls
Controls Retention
Retention of
of Customer
Customer
 Allocation
Allocation of
of Smart
Smart Goals
Goals

BDO’s

Attributing marketing activities to revenue generation

Increasing brand engagement

Building brand awareness

Establishing thought leadership.

Allocation
Allocation of
of Smart
Smart Goals
Goals

HR
Manager
Hiring.
Hiring. Post
Post jobs
jobs and
and track
track
candidates
candidates generation
generation

People
People management.
management.

Paid
Paid Time
Time Off
Off (PTO)
(PTO)
Create
Create policies,
policies,
approve/deny
approve/deny requests
requests

Payroll
Payroll Management
Management

Training
Training Tracking
Tracking
 Suggestions
Suggestions for
for Low
Low Rating
Rating Employees
Employees

Use
Use number
number scaling
scaling chart
chart to
to
identify
identify

Training
Training Need
Need analysis
analysis to
to identify
identify
the
the gaps
gaps

Track
Track Performance
Performance on
on regular
regular
basis
basis

Professional
Professional courses
courses toto improve
improve
their skills
their skills

Personal
Personal and
and psychological
psychological
development
development through
through different
different
training
training
Tracking
Tracking performance
performance and
and regular
regular
reviewing
reviewing so
so that
that provide
provide coaching
coaching
on regular basis.
on regular basis.