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HRM Internship Report On NokiaCare (Globalcustomer care (Pvt.)Ltd.

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Internship Report    BS-BA

Major HRM

 

Experience of Nokia Care where working as an internee, helped a lot in analyzing professional environment, also comparing and applying one’s own knowledge or ideas with the people at professional. At last but not least get opportunity to perform the SWOT analysis of organization.

 

Virtual University of Pakistan

 

 

Name of Student:                             

Student’s ID:                                     

Session:                                               Jan 2008 – Jan 2012

Submission Date:                               13th July, 2012

Name of Organization:                      NokiaCare (Globalcustomer care (Pvt.)Ltd.

Executive summary

 

My learning experience with NokiaCarebegins with my joining from 17-04-2012. It’s been 7 weeks now. Myinternship report contains all the information about my work experience withNokiaCare an after sale service program by Nokia, the motto behind inaugurating NokiaCarecenters all over the Provinces of Pakistan is to give the best to their customer and get people or customers of Nokia to realize that they still care or value their customer after Purchasing their gadgetsi-e giving Repairing services too.

 

In first part of report i write down the introduction of organization and briefdescription of all departments. They are Customer Care, Logistics, Sales, Finance, Audit, Workshop, Human Resource and Operations.

In the middle section of this report I have mentioned all the days i spend at different departments of this branch with work detail which were assigned to me. Main departments in which my supervisor rotates me are Customer care, Logistics and HR.During my time at HR department i get to know the HR processes, the recruitment and selection criteria. Opportunities or career development of employees. The compensation and other benefit judgments, i have explain all these at mid portion of this report.

In the final portion of the report, i have done the critical analysis of things which i have studied in my all courses from start till this semester and compared it with professional environment at NokiaCare.While doing so, It made me realized that What we study at educational organizations isfoundto me somehow very fruitful when i applied it in practical/professional environment. (i myself sell out an NCP card by using negotiation techniques i have learnt during my studies and got an Win-Win situation).

At the endi have performed the SWOT analysis. In which i have found mostly the strength and opportunities of NokiaCare. The main reason behind my findings is: Nokia is the first brand who started the after sale services program at such a huge level which has almost covered all Provinces of Pakistan. They are following their motto and that is connecting peoples.

Table of Contents:

LETTER OF UNDERTAKING …………………………………………………………… 02

INTERNSHIP CERTIFICATE ………………………………………………………………           03

ACKNOWLEDGEMENT ……………………………………………………………………          05

EXECUTIVE SUMMARY……………………………………………………………………          06

INTRODUCTION TO ALL DEPT. ……………………………………………………....   8-10

OVERVIEW OF ORGANIZATION………………………………………………………. 11 - 16

ORGANIZATION STRUCTURE …………………………………………………………. 17-29

PLAN OF INTERNSHIP ……………………………………………………………………           29-31

TRANING PROGRAM …………………………………………………………………….            31-39

STRUCTURE OF HR ……………………………………………………………………….           38-39

FUNCTIONS OF HR …………………………………………………………………………        39-46

CRITICAL ANAYYSIS ……………………………………………………………………….        46-47

SWOT ANAYLYSIS ………………………………………………………………………….        47-49

CONCLUSION & RECOMMENDATIONS …………………………………………        49-51

REFERENCES ……………………………………………………………………………………

Introduction of the Organization

 

NokiaCare Centers were established with the sole purpose of delivering personalized customer support services to enhance the Nokia experience for our consumers. With the same underlying objective, NokiaCareCentre was founded in Pakistan in 2006 and in a short span of time grew to a nation-wide network of 17 NokiaCareCenters in all the major cities of the country further supported by more than 800 collection points to reach out to the consumers in rural market, says a press release.

NokiaCareCentre is continuously striving to provide better services to Nokia customers all over Pakistan with a well-trained and courteous staff. All Nokia mobile phones are repaired under strict vigilance of highly skilled and experienced engineers. Dedicated staff present at all NokiaCareCenters performs its duty diligently using the latest software and state-of-the-art laboratory that is equipped with all the necessary tools. Nokia Pakistan initiated this facility to offer reliable customer service to Nokia users all over Pakistan.

NokiaCareresearch has revealed that to date, most of the Pakistani Nokia consumers have utilized their one-year warranty given to them by different dealers and got their damaged Nokia phones fixed by NokiaCareCentre. All mobile phones at NokiaCareCentre are repaired with the help of latest software which are then returned to Nokia Care customers.

NokiaCareCentre is accessible through 24/7 online support. Nokia Care online provides information about:

  • Latest device software (firmware) updates
  • Nokia support discussions
  • WAP/GPRS and MMS settings directly to your phone
  • Interactive demonstrations, user guides & FAQ
  • Free of charge software to enhance your Nokia experience (e.g. PC Suite)
  • Information on features, technology, and compatibility issues

Nokia customer can also e-mail and call directly to get their queries answered regarding:

  • Nokia products
  • Tones, graphics and games
  • PC Suite and other Nokia software

Nokia has now introduced it NokiaCareProtect extended warranty service in Pakistan. NokiaCare Protect can be purchased for nominal charges and offers mobile phone warranty service for additional 12-months after the original Nokia warranty expires.

 

  • Nokia:1000-2000(C1,C2,X2)
    - Cost Rs. 600/- for additional 12 months warranty extension
  • Nokia:3000-7000(X3,X5,X6,C3,C5,C6,E5)
    Cost Rs. 1550/- for additional 12 months warranty extension
  • Nokia:E-series,N-series.
    Cost Rs. 2800/- for additional 12 months warranty extension

NokiaCareCentre is looking for better ways to serve its customers and take the established facility a step further by expanding and updating it regularly with the most-advanced technology available.

At Nokia, we make it a point to ensure that we meet the standards of ethical business practices. Keeping this in mind, we don’t provide any kind of services for smuggled and stolen mobile phones. Cell phones that are stolen and reported to CPLC (Citizen Police Liaison Committee) by customers are brought to the notice of NokiaCareCentre. Using the IMEI number, which is a unique number to identify a cell phone, the stolen cell phone is remotely blocked and rendered futile for usage. All the details of such stolen cell phones are maintained online by NokiaCareCentre. Such cell phones are not provided any kind of service at our Care Centres. The entire software system of Nokia Company is kept under high security and this, in essence, is the secret of our success.

Overview of the organization

 

NokiaCare Centers were established on main idea of providingpersonalized customer support services to boost the Nokia experience for its consumers. With the same underlying objective, NokiaCare Centre was founded in Pakistan in 2006 and in a short span of time grew to a nation-wide network of 17 NokiaCare Centers in all the major cities of the country further supported by more than 800 collection points to reach out to the consumers in rural market, says a press release.

NokiaCare Centre is continuously striving to provide better services to Nokia customers all over Pakistan with a well-trained and courteous staff. All Nokia mobile phones are repaired under strict vigilance of highly skilled and experienced engineers. Dedicated staff present at all NokiaCare Centers performs its duty diligently using the latest software and state-of-the-art laboratory that is equipped with all the necessary tools. Nokia Pakistan initiated this facility to offer reliable customer service to Nokia users all over Pakistan.

Nokia is the market leader globally as well as in Pakistan. However we are aware that the competition in both global and local market is getting intense. As a market leader, all our efforts are geared to excite our consumers and make our solutions more valuable and meaningful for them. Nokia is the only company in Pakistan to offer company-operated warranty service and to launch its extensive recycling program. Nokia is also Pakistan’s favorite mobile phone brand reaffirmed by Brand Elections 2010 Awards. We bring a wide product portfolio for Pakistani consumers at affordable price points and a variety of our Ovi Services are also available in Pakistan for a really personalized mobility experience.

Nokia has made investments to deliver the best-in-class after-sales service in Pakistan via its NokiaCare network. Nokia has been continuously expanding and adding value to the country-wide Nokia Care network to provide all kinds of information and support to our valued consumers. Nokia is the only mobile phone maker in Pakistan to offer authentic company-operated warranty service. Our recycling program will soon become operational in Pakistan via NokiaCare network and our collaboration partners. At the same time, Nokia is also making investments to make Ovi Store more relevant to the Pakistani market by engaging the local developer community. Last year, we introduced our Calling All Innovators Developers Contest and this year, we arranged a free-of-charge training session on Qt and JavaME for developers. Our investment in developer community would lead to a stronger Nokia ecosystem as well.

                                                

a. Brief history:

NokiaCare Centers were established with the sole purpose of delivering personalized customer support services to enhance the Nokia experience for our consumers. With the same underlying objective, NokiaCare Centre was founded in Pakistan in 2006 and in a short span of time grew to a nation-wide network of 17 Nokia Care Centers in all the major cities of the country further supported by more than 800 collection points to reach out to the consumers in rural market, says a press release.

 

b. Natureof the organization:

The nature of this organization is service oriented. It provides repairing services to the valuable customers of Nokia Mobiles phones.

In services section, i would like to share some interesting offerings of Nokia by Nokia customer care centers; they are:

 

  • Adding to consumer convenience, NokiaCareProtect is an extended warranty that can be purchased for nominal charges and offers mobile phone warranty service for additional 12-months after the original Nokia warranty expires.
  • With NokiaCare Protect is an add-on service from Nokia to offer its customers peace of mind and give them the freedom to make the most of their mobile device. There is no hidden or additional fee involved – with a single, upfront fee, consumers can avail all their mobile phone support and repair needs for another 12 more months after the expiry of the original warranty. Nokia customers have to simply select the plan to match their Nokia mobile device:
  • Nokia 1000 to 2000 range & C1, C2, X1, X2, E1, E2 devices
  •  Nokia 3000 to 7000 range & C3, C5, C6, X3, X5, X6, E5, E6 devices
  • Nokia E-series and Nokia N-series & C7, X7, E7, N8, N9 devices

 

c. Business   volume  

NokiaCarecenter are providing their services on behalf of Nokia all over the Pakistan.  They are now exist in almost all the main cities of every province of Pakistan, also to cover the remote areas there are more than 800 collection points too.

As far as the number of stock is concerned, Nokia is a market leader in Pakistan who is providing their services to the valuable customers of Nokia in such a huge platform that no other mobile company has done before. In this way, they have captured the maximum market shares.

NokiaCareCentre are now popular in Pakistan and everyone know that if they will get any trouble with their Nokia mobile phones than the caring hand is out there for the help and complete support. By looking in to the situation that customers of Nokia are now well equipped with the knowledge of services offered by Nokia care Centre’s, they have planned to open their door to more cities. In this way their business volume will increase but also they will have unbreakable growth of their shares.

They have also planned to open the new branch in northern areas of Pakistan, like swat, But due to certain circumstance and poor condition of law and war back their they have paused their decision and waiting for the time when they will get chance to enter in to this market place.

 

 

d. Product lines

Nokia care is now offering different products of Nokia phones. Few months back, they have introduced the showcase of Nokia accessories and other related products in very reasonable prices than the local market.

Here is the latest and amazing news for Nokia Lovers in Pakistan;NokiaCareis providing Nokia original accessories in all over Pakistan. They are available at care centers inLahore,Islamabad,Karachi , Peshawar , Faisalabad, RWP, Multan and Gujranwala etc...Kindly visit our care centers and enjoy the latest accessories of Nokia and make your life more.

Some of the products are:

 

 

 

  • Nokia BH-111 wireless Bluetooth headset

 

 

 

  • Nokia Play 360 Wireless speaker

 

 

 

  • Nokia BH-112 (Nokia Bluetooth Headset BH-112 wireless headset)

e. Competitors:

According to current situation, this services providing organization have no big competitors except the local market repairing shops, or some small brands like mobile zone repairing centers. This is so because they are not working in such huge level as Nokia is working with authorization.

 

b. Numberof employees:

From 2006 till date with the increasing popularity and growth of NokiaCareCentre’s, they are currently 190 employees on their payroll exclusive of peons, guards, and office boys.

 

c. Main offices:

  • NokiaCare Centre - Lahore

1st Floor, Noor House Shop No. 1,2,3, Mezzanine Floor, Siddique Trade Centre, Main Boulevard, Gulberg III, Lahore.

Telephone contact No.:             +92-42-5792031-2

 

  • Nokia Collection Point - Lahore

1st Floor, Noor House Shop No.GF-26,Commercial Plaza, Y-Block, Phase-III, DHA, Lahore.

Telephone contact No.:             +92-42-5792031-2       

 

  • NokiaCare Centre - Karachi

Showroom No 4 & 5, Ibrahim Trade Tower, Plot No. 1, Block No 7&8,Maqbol Co-operative Housing Society, Sharah-e-Faisal,Karachi.

Telephone contact No.:             +92-21-4327741-2     

 

  • Nokia Collection Point - Karachi

Shop No. G-27, Mumtaz Mobile Mall, Block No. 2, Gulshan-e-Iqbal,Karachi.

Telephone contact No.:             +92-21-4327741-2     

 

  • Nokia Collection Point - Karachi

Shop No. G-3, Raza Mobile, Near NADRA office, Main Shahra-e-Faisal, Malir, Karachi.

Telephone contact No.:             +92-21-4327741-2     

 

 

  • Nokia Collection Point - Karachi

Shop No. 4, Hoshootrrace, block-5, Khayaban-e-Romi, Clifton, Karachi

Telephone contact No.:             +92-21-4327741-2     

 

  • NokiaCare Centre - Islamabad

Shop No. 3 & 4, Ground Floor, Sohrab Plaza, Block No. 32, Sector F-6, Near Escort Bank, Blue Area,Islamabad.

Telephone contact No.: +92-51-2273678-9

 

  • NokiaCare Centre - Rawalpindi

Off. No 18, 1st Floors, Sheikh Plaza, Near KFC, MureeRoad, Rawalpindi.

Telephone contact No.: +92-51-2273678-9

 

  • NokiaCare Centre - Faisalabad

Shop No. 9 & 10, Ground Floor, Saeed Arcade, 721 BatalaColony, Faisalabad.

Telephone contact No.: +92-41-8500527-8

 

  • NokiaCare Centre - Multan

Showroom No.F-01, Chenone Tower, 74 Abdali Road,Multan.

Telephone contact No.:             +92-61-4511335       & 7

 

  • NokiaCare Centre - Hyderabad

Shop No. 02, Ground Floor, Baloch Centre, Sadder, Hyderabad Cantt.

Telephone contact No.:             +92-22-2729074     

 

 

  • NokiaCareCentre - Gujranwala

Shop No. 38 & 39, Trade Centre, G.T Road, Gujranwala. Near Shell Petrol Pump.

Telephone contact No.:             +92-55-4233521    

No need to provide information regarding the above location of all the officies. 

d. Introductionof all departments:

There are 12 departments currently in operation at all NokiaCarecenters in Pakistan. In these care Centre’s, there are 4 departments who are working on same level as in other branches are working i-e every branch of NokiaCare, they have following departments like other branches. These are;

- Customer Care/ Dealers coordinator Desk

-Logistics (internal logistics operations)

-Technical Department or workshop (repairing lab)

- TCA (trusted care advisor)

 

Above mentioned departments are working with in the branch of every care center and remaining six are working from Head office of Nokia care which is also situated at Siddique trade center, Lahore. They all are connected to Dubai main head office of Nokia for reporting purpose of all care centers in Pakistan.  The remaining departments are:

 

- Human resource Department

- Sales Department

- Logistics (External logistics operation like Ordering, forecasting, shipment related issue)

- Nokia Tele care

- Finance

- Audit

 

 

 

Introduction of departments:

- Customer Care/ Dealers coordinator Desk/out counter

In this department, there are four customer care representative who are seated for the help and support. Customer with their faulty devices came and tellsthese people about their cell phones issue and care people will help them accordingly.

At dealer desk, there are two people who are seated to deal with dealers of Nokia care. One person receives the faulty kits and other person has assigned a task to deliver the repaired kits of customers. The main dealers are Advance, I2 and united.

 

-Logistics (internal):

At this department, three people are working. Here they have maintained the inventory of mobile spares and swaps for issuance. This department is directly linked to two main department’si-e Repairing lab/ workshop and the out counter.

When device was repaired from technical department after Quality assurance, repaired device is handed over to logistics guys. Theythen put the repaired kit into the wrack where all other repaired units are arranged.

And the other linked department is out counter where when customer came to collect his/her device logistic give the repaired device to person at out counter, who thenultimately deliver the kit to customer.

Technical Department:

At this department, faulty devicesare transferred directly from in counter/ customer care department to team leader at workshop.

Team leader than further segregate all the faulty kits and assigned these devices to all engineers at workshop equally.

Trusted Care Advisor (TCA):

Under TCA, only one person is working for the help and support of customers. This guy guides the customers of Nokia about any issue related to phones. Like customer is having problem with the wifi connection in his device, he than help that customer accordingly.  Also this guy help the customer in installation of Nokia applications.

 

Department at HO and Introduction:

-          Human Resource Department (HRM):

The HRM department of this organization is sound functioning, all the data regarding to employees information as well as their performance are gather from the all departments. Then so HRM department is response to treat the employees relevant with relevant benefits. Data concern to employees feedback are gathered from the company all departments through email or in hard copy. The HRM department is currently functioning of under below objectives.

 

  • It is enhancing the workers skills and efficiency through effective training program.
  • This department is liable to hiring and downsizing within the company .
  • Determine the objectives of the organization.
  • Liable to making new strategic plan to meet the company as well as HR department requirements.

 

In this department, a Deputy HR who is working with the assistance of two more person reports directly to head of HR or group HR.

 

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c. Business   volume  

NokiaCarecenter are providing their services on behalf of Nokia all over the Pakistan.  They are now exist in almost all the main cities of every province of Pakistan, also to cover the remote areas there are more than 800 collection points too.

As far as the number of stock is concerned, Nokia is a market leader in Pakistan who is providing their services to the valuable customers of Nokia in such a huge platform that no other mobile company has done before. In this way, they have captured the maximum market shares.

NokiaCareCentre are now popular in Pakistan and everyone know that if they will get any trouble with their Nokia mobile phones than the caring hand is out there for the help and complete support. By looking in to the situation that customers of Nokia are now well equipped with the knowledge of services offered by Nokia care Centre’s, they have planned to open their door to more cities. In this way their business volume will increase but also they will have unbreakable growth of their shares.

They have also planned to open the new branch in northern areas of Pakistan, like swat, But due to certain circumstance and poor condition of law and war back their they have paused their decision and waiting for the time when they will get chance to enter in to this market place.

 

 

d. Product lines

Nokia care is now offering different products of Nokia phones. Few months back, they have introduced the showcase of Nokia accessories and other related products in very reasonable prices than the local market.

Here is the latest and amazing news for Nokia Lovers in Pakistan;NokiaCareis providing Nokia original accessories in all over Pakistan. They are available at care centers inLahore,Islamabad,Karachi , Peshawar , Faisalabad, RWP, Multan and Gujranwala etc...Kindly visit our care centers and enjoy the latest accessories of Nokia and make your life more.

Some of the products are:

 

 

 

  • Nokia BH-111 wireless Bluetooth headset

 

 

 

  • Nokia Play 360 Wireless speaker

 

 

 

  • Nokia BH-112 (Nokia Bluetooth Headset BH-112 wireless headset)

HR processes:

 

Following are main HR process mentioned below:

 

  • This department startsits processes to the very 1st April of every year and end at 30th march of next year.

 

  • Techniques they used for forecasting is based on volume, which is directly proportional to man power.

 

  • Approval is mandatory from Program director if after forecasting HR recommends more hiring.

 

Sources of Employees:

 

      Following are main sources to get potential candidates for hiring purpose:

 

  • Internal sources
  • Putting adds on rozee.pk

 

Forecasting HR requirements:

 

The HRM department of this organization is also responsible for forecasting of the employees. Forecasting human resources with the planned activities of the organization to the present and the future is one of the main problems facing an organization. Human resources have a certain degree of inflexibility, both in terms of their development and use. It takes several months to recruit, select, place and train the average employee, for the staff of the highest stratum management in large organizations, it is basically used for to determine the company long term and short term goals, objectives

Is used to scan the organizational environment

Sales Department:

This department started its operation in August-2011.

First item which were showcased was NCP. I-e Nokia Care Protect.

This is the warranty extension program inaugurated by Nokia, by purchasing NCP you can now get an extra 1 year warranty of your Nokia cell phones in very reasonable prices.

Other sale items they recently started are original accessories of Nokia. These accessories include:

  • Charger
  • Batteries
  • Cables
  • Hands free
  • Memory cards

Also, there is special kind of accessories introduced at all branches of Nokia care center by Nokia. These are somehow expensive but of very fine qualities. Nokia has given them a name called Gear Accessories. Some are:

  • NFC
  • Headset
  • Bluetooth
  • Pouches

This department is giving remarkable progress day by day; the main reason behind this is awareness of people about Nokia products and accessories.  We can say regarding this Sales department that it is currently falling in Growth matrix according to BCG approach.

 

Logistics: (Main logistics)

Dealing with external logistics matters like ordering, shipping procedures purchase, forecasting.

The main work which logistic person performs is ordering, which is based on Historical data and technical trend. Here question arise what they order? To provide extraordinary services to the valuable customers of Nokia, NokiaCarehas maintained an inventory of Spares of all old or new cell phones. So whenever a customer came with his faulty device, he will be welcomed by Care.  To provide services to customers as fast as they can they use forecasting techniques for ordering purpose of more spares and swaps.

Forecasting techniques:

They use weekly ordering process.Forecasting methods is based on following techniques:

  • Qualitative
  • Quantitative

Logistics Areas:

Here are main areas of logistics:

  • Freight forwarding and clearing through clearing agents.
  • Ordering
  • Center store management
  • MRC/Non-MRC (faulty parts/ non- warranty parts)
  • Data mining
  • Reconciliations
  • Physical stock check

 

Logistics process:

 

Following are the terms used in Logistic process which will be used in process diagram of this department:

 

PJM: Purchase justification Memo (document for requisitions). Every team leader at technical departmenthas this document and they put forward their branch requisitions for spares/swaps to main logistics person at Head office.

PO: Purchase Order

CNF: Carriage and Freight

DO: Delivery Note

NCC: Nokia Care center

MRC: Material Return center (In case of faulty spares/swaps NokiaCaresend them back under label of MRC). Nokia has set some polices to return those faulty spares/swaps which were replaced with new one on customer IW deviceor which are already received faulty on DO backto Nokia.These parts include:

  • LCD’s
  • Cameras
  • UI modules
  • Speakers

Also there are some spares which fall in non-MRC items, and they are not mandatory to return back to Nokia. These are:

  • Front covers
  • B-covers

 

 

ORERING PROCESS:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

e. Comments on Organizational structure:

This organization has Matrix approach. Organizational structure is like gird, and the structure of the matrix is differentiated into whatever functions are needed to accomplish certain goals. At Nokia care center each functional worker usually reports to the functional heads, like at workshop/ repairing lab every engineer is answerable to his team leader for any issues or delays related to repairing, who thenultimately answerable to his head and also at the same time the TL is answerable to the branch manager for any delays. The worker is controlled by the classification of a certain plan or target by the TL, and each functional worker usually works under the supervision of a team leader who is monitoring every activity of engineer via internally established system (RMS).

The functional head may be more interested in developing the most exciting products or technologies, whereas the team leader may be more concerned with keeping deadlines and maintaining repairing standards.

 

 

Plan of your internship program

A brief introduction of the branch where you did your internship:

            I did my internship at main branch of NokiaCare situated at Main Boulevard Siddique trade Centre, Lahore. The best thing I observed and appreciate at this organizationis thecalm and discipline atmosphere. All people are very welcoming and helping. They treat everyone with care, and this is what they are meant to be there.

During my internship, every department of this branch provided me their complete support regarding my work. They have treated me their subordinate and instructedand guided me in every possible way.

I didn’t see anyone who act selfish or use any kind of personal gain approach at work. Everyone is working enthusiastically and with sincerity.

b. Starting and ending dates of your internship

I started my internship at Nokia Care on 17th of April, 2012.

Ending date was:  16th of June, 2012

 

 

c. Names of   the   departments in   which   you   got   training   and   the   duration   of

Yourtraining:

I got training in almost all departments at branch except the technical depart.

Names are:

  • Customer care
  • Dealer desk
  • Logistics
  • HRM

Duration of Training:

No. Of

Name of the departments

Starting date

Ending date

1

Customer service relations

16 – 4 – 2012

28 – 4 – 2012

2

Logistics

30 – 4 – 2012

12 – 5 – 2012

3

HRM

14 – 5 – 2012

26 – 5 – 2012

5

Dealers account

28– 5 – 2012

01 – 6 – 2012

 

 

Training program

a. Detailed  description   of   the   operations/activities   of   the   department(s)   you

Worked in:

I worked in departments mentioned below:

  • Customer care
  • Logistics (internal)
  • HR Department

 

Customer Care Department:

This department was established on main idea of inaugurating NokiaCarecenter’s all over the provinces of Pakistan andi-e To care the valuable customer of Nokia and giving them after sale services.

Every customer of Nokia will be treated very nicely at care. There are 4 person sitting in row at the main branch where I worked as an internee, they welcome every walk in customers, take their queries, guide them, instruct them  if the customer is having issue in using the phone. The customer care staff is very much skilled and discipline. They are trained to take every customer as the only asset to take care of.

“Every company's greatest assets are its customers, because without customers there is no company.

Customer care involves putting systems in place to maximize the customers' satisfaction with your business. It should be a prime consideration for every business - the sales and profitability depends on keeping your customers happy and this is what Nokia Care staff is doing with their best interest.

Logistics: (internal)

About: Logistics is a process which interfaces and interacts with the entire company and with external companies, vendors, customers, carriers and more. Logistics is responsible for the movement of products from the vendor’s right through to the delivery at the customer's door, including moves through manufacturing facilities, warehouses, third-parties.

Here at care, logistics department is connected to many departments as well as the dealers from remote areas.

NokiaCareis giving their services of repairing on level 1 and level 2. For more critical cases like level 3 & 4 they send customer faulty devices to another vendor of Nokia who is working under name of SIYANA TECHNOLOGIES (Pvt.) Ltd or you can say Nokia repair factory who is working for repair level 3 & 4.

Logistics is first connected to workshop/technical department where they issue spares/swap to engineer on their requisition via interconnected system or housekeeping system (RMS).

Secondly, it is connected with the SIYANA tech., they send parcels having faulty devices of customer via courier of SIYANA TECHNOLOGIES for repair. Each device they send to RF (repair factory) has record on their HKS and it tells the logistics persons that this device is being sent to RF for repair. And similarly when devices were repaired from repair factory they send them back to NCC, who then ultimately updates their own record on HKS (housekeeping system) that they have received those device which they have sent earlier.

Last but not least, logistic is connected to remote dealers. They send back their dealers repaired devices back via their own courier i-e TCS.

All above connection is working continuously and on daily basis.

 

Logistics Workflow:

 

                         

 

 

 

 

HR Department:

An Overview
Human Resource department is one of the key departments within any company, because it is responsible for personnel hiring and treatment. I guess Qualified and motivated staff is one of the basic factors of business success. HR department takes care about proper professional qualities of employees and handle most of official matters between company and employees.

HR department goals/tasks at NokiaCare:
The general purpose of Human Resource department is to establish proper staffing policy and implement it on practice. There are some main goals and tasks which HR and with the indulgence of higher authority has been defined at NokiaCare:

  • They have organized appropriate system of staff selection and recruitment
  • At Care, they also organize system of effective stafftraining and development time to time.
  • They have ensured the competitiveness of the company within market
  • HR department at NokiaCarehas established a transparent system of staff assessment and promotion.
  • They always make sure that employees are satisfied with their job and careers.
  • One of the major goal which HR itself should be interested is to ensure the proper quality of HR processes and manage HR KPI's
  • Also to establish effective system of personnel documentation management

HR department in NokiaCarestructure
HR department has a strategic importance for giving services to valuable customer of Nokia, because HR policy provided by this department strongly determines the professionalism, motivation and productivity level of employees working within any other departments. Professional and effectively organized HR department is a basis of NokiaCaresuccess.

HR department Processes:
HR department workflow includes a lot of various processes and procedures which regulate operations with staff.

For the sake of conciseness, let me allow highlight the specific KRA (Key Result Areas) that any HRM departmentincluding NokiaCareshould deliver results to; and hopefully enlighten some of you regarding its real roles and responsibilities:

·         Employment and Recruiting:

Interviewing, recruiting, testing, coordination.

·         Training and Development

Orientation, performance management skills training, productivity enhancement.

·         Compensation

Wage and salary administration, job descriptions, executive compensation, incentive pay, job evaluation.

·         Benefits

Insurance, vacation leave administration, retirement plans, profit sharing, stock plans.

·         Employee Services

Employee assistance programs, relocation services, outplacement services.

·         Employee and Community Relations

Attitude surveys, labor relations, publications, labor law compliance, discipline

·         Personnel Records

Information system records.

·         Health and Safety

Safety inspection, drug testing, health, wellness.

·         Strategic Planning

Forecasting, planning.

 

b. Detailed description of the   tasks   assigned   to   you OR Detailed description

of the project assigned to you:

I have got training in Almost all departments at branch except the technical depart.

Names are:

  • Customer care
  • Dealer desk
  • Logistics
  • HR Department

 

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