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Chapter 1


Grameenphone limited is now the leading telecommunications service provider in Bangladesh. It

is a joint venture enterprise between Telenor and Grameen Telecom Corporation, a non-profit
sister concern of the internationally acclaimed microfinance organization and community
development bank Grameen Bank. Telenor is the largest telecommunications company in
Norway and it owns 62% shares of Grameenphone and Grameen Telecom owns the remaining
Headquarter of Grameenphone is situated at Bashundhara Residential Area. They also have
around 14 buildings in Gulshan area, which was the previous headquarter of Grameenphone
office. The GP HOUSE- Grameenphone 9-story headquarter building is located adjacent to the
main entrance of the Bashundhara Residential Area. The building was constructed by
Associated Builders Corporation Limited and Vistaara and Icon Architects (VIA) was the
History of Grameenphone Ltd. :
The Telecom market in Bangladesh has differentiated characteristics of very low Tele-density,
inefficiency and totally controlled by capitalization. BTTB (Bangladesh Telephone and
Telegraph Board) is proved to be incapable of providing sufficient interconnections to meet the
demand of mobile services providers. The state owned BTTB has been the monopoly telephone
service provider in the telecom industry. The zest of improving the efficiency and ability of
BTTB, the government initiated a restructuring program in telecom sector to corporatize BTTB.
BTTB provided only fixed line telephony services in the urban areas where as 80% of the
population of Bangladesh lived in the rural areas. This unequal distribution of services created
the opportunity for the mobile operators to do business. In the telecom sector earth shaking
changes cropped up when Bangladesh government allowed private sector participation in
telecom sector by granting the permission to operate as a private service provider in 1989. This

license was awarded to two operators, BRTA (Bangladesh Rural Telecom Authority) and Sheba
Telecom Pvt. Ltd. Opening its mobile phone sector for private and foreign investment in 1989,
Bangladesh holds the pioneering figure among LDCs. Pacific Telecom launched the country's
first mobile phone service.
Achieving Licenses:
The granting of service license to Bangladesh Telecom Authority in 1989 paved the way for
mobile service in Bangladesh. Pacific Bangladesh Telecom Limited (PBTL, now Citycell)
operating under CDMA technology was offered a cellular license in Bangladesh in 1993. In
1996, Bangladesh was preparing to auction off private cell phone licenses to four companies. So
in October 10 1996, at the request of Dr. Muhammad Yunus (Grameen Banks founder)
completely independent of Grameen Bank, a not-for-profit private company called Grameen
Telecom was formed as private limited company. Grameen Telecom, in turn, created a for-profit
company called Grameen Phone, found a foreign partner, and put in a bid; Grameen Phone
received one of the four licenses.
Launching Grameenphone service:
In the midst of lack of communication means, Grameenphone launched its service on the
Independence Day of Bangladesh with an effective and user-friendly mobile phone network.
They started their operation from March 26, 1997 with only 72 employees. They converted to
public limited company on June 25; 1997.Grameenphone put a positive impact on the lifestyle of
the people of Bangladesh.
Grameenphone was the first company to introduce GSM technology in Bangladesh when it
launched its services in March 1997. Since its inception, Grameenphone remains committed to
providing the best service to its customers, as well as launching innovative new products and
services. The Village Phone Program started in 1997 that provided a good income-earning
opportunity to more than 210,000 mostly women Village Phone operators living in rural areas.
Grameenphone makes its profits by serving wealthier urban customers. But from the point of
view of the Grameen family and its strong anti-poverty mission, the for-profit, urban-only
Grameen Phone exists for only one reason: To fund, with its profits, the extension of cell phones
into rural Bangladesh in order to provide entrepreneurial opportunity to Grameen Bank members
through Village Phone. As Dr. Yunus puts it, "Grameen Phone is merely what we need to do
Grameen Telecoms Village Phone."

The Village Phone Program was an exclusive program to provide widespread access to
telecommunications service in remote, rural areas. Controlling by Grameen Telecom
Corporation, it enables rural people who normally cannot afford to own a telephone to gain the
service while providing the VP operators an opportunity to earn a living.
Journey of Grameenphone:
After a successful launching, Grameenphone introduced its services in the second largest city of
Bangladesh, Chittagong In June 1998. Cell to cell coverage in the Dhaka-Chittagong corridor
also enabled Grameenphone to introduce its service in a number of other districts along the way.
In 1999, Grameenphone expanded its business and started its business in Khulna. A good number
of other districts came under their coverage because of cell to cell coverage between Dhaka and
Khulna. Grameenphone was also the pioneer to introduce the pre-paid service in September
1999. They introduce the EASY pre-paid service in the local market. Besides, it established the
first 24-hour Call Center, introduced value-added services such as Voice Mail Service (VMS),
Short Message Service (SMS), fax and data transmission services, and many other products and
In 2000 Grameenphone started its services in Sylhet, Barisal and Rajshahi and brought all six
divisional headquarters under the coverage of its network. The service in Barisal region was
happening after the microwave link between Khulna and Chittagong was completed. After six
years of operation, in August 2003 Grameenphone has more than one million subscribers. And
from November 2005 Grameenphone continues to being the largest telecommunication operator
of Bangladesh with more than 5 million subscribers. Grameenphone Ltd is continuing its
operations with a success in 2006. In November it has just reached the mark of 10 million
In 2008, Grameenphone has been listed in Bangladesh capital market after completing the largest
initial public offering (IPO) ever in the countrys history. Trading of Grameenphone shares began
in both Dhaka and Chittagong Stock Exchanges on 16 November 2009. The number of
subscribers is increasing day by day. At present there are around 50 million telephone users in
Bangladesh whereas more than one million are fixed-phone users and rest mobile phone

Existing Share-holders:
Grameenphone is the largest mobile phone company in Bangladesh. The shareholders of
Grameenphone add their exclusive, in-depth experience in both telecommunications and
development. Telenor holds 55.8 per cent of Grameenphone, with Grameen Telecom Corporation
owning the remaining 34.2 per cent. The rest of the shares belong to general retail and
institutional investors. Telenor has played a pioneering role in development of cellular
communications in Bangladesh.

The international shareholder brings technological and business management expertise while the
local shareholder provides an existence throughout Bangladesh and a deep understanding of its
economy. Both are dedicated to Bangladesh and its struggle for economic progress and have a
deep commitment to Grameenphone and its mission to provide affordable telephony to the entire
population of Bangladesh.
Organizational Structure:
Grameenphone has now more than 5000 employees. Grameenphone is divided into several
departments namely technical, sales & marketing, customer relations, administration, human
resource, finance and IT. Recently management has brought a change in the organizational
structure in view of need of time. Management and organization structure of Grameenphone Ltd.
are given in the following
Organogram of Management Team is given on the other page:

Chapter 2
Recruitment Process
Recruitment process of Grameenphone consists of seven specific steps. Its recruitment process is
very clear and transparent.
Recruitment process is discussed in below:

HR Planning

Manpower need

Job Description

Job Description
Recruitment Sources

General policies

Job Description

Job Description

Job Description

Fig: Recruitment process Selection process of Grameenphone

Human Resource Planning (step:1)

Human resource planning is the process of getting the right number of qualified and competent
people into the right job at the right time. Putting another way, HR planning is the system of
matching the supply of people internally and externally with the openings the Company expects
to have over a given time frame. The quality of the candidate and his/her expertise are deciding
factor how Grameen Phone will succeed in achieving its visions, objectives and tasks.

Human Resource planning in Grameen phone must be a part of the Companys overall plan.
When drawing up Human Resource plans, it is important to take the following factors into

Potential / expected workload and expertise requirements and to ensure the optimum
and effective utilization of the Human Resources for the entire Company, both for current
and future requirements.

Possibilities for greater efficiency through reorganization and the use of tools / facilities,
and making adjustment during expansion and contraction.

Employ turnover / employee mobility.

Potential transfer, promotion, periods of leave etc and design and implement plans to help
achieve manpower objective.

Human Resource planning should start at the beginning of the year so that HR can co-ordinate
Human Resource Planning process at the right time. Also necessary budget provisions are
important factor to look into.
Manpower needs and requisition (step:2)
While requesting for filling the replacement of existing vacant position or new position, the
concerned office will fill up a Recruitment Requisition Form and send the same to HR.

Existing Position: Respective Department will inform the HR of any vacant position so that HR
can co-ordinate / notify the other offices of the vacant position. Whenever needed, the Head of
HR will review the available records and database if there is any qualified and suitable candidate
available from Grameen Phones internal sources or prospective external candidates already
identified earlier. The Director HR should be informed in the event his / her approval is required.
In special circumstances and to make a quick decision the Head of HR may propose any suitable
staff within the Grameen Phone for the position to the respective department Head.

New position: For a new position each Department shall follow the following procedures:

New employ position should be discussed with Director HR will in advance. In case a
new position needs to be created, then the Department Head will submit a request to
Director HR for approval with proper justification attaching with a detailed job
Upon the approval of Director, HR recruitment process will begin or wherever possible
internal transfer or promotion will be made to fill up the vacant position.
All new appointments must be in accordance with the approved department budget and
must be approved by Head of HR and the Managing Director of GrameenPhone.
It is the function of HR to ensure consistency throughout the company in regard to the
creation of any new position. HR will review and ensure that a position with similar
responsibility is placed in the same grade level.

Job description (step:3)

Recruitment process ideally begins with the analysis of job description and person specification
for that job. A job description and analysis of person specification provide the foundation for
stipulating the job title and salary scale of the position. Person specification is vital, because the

key part of the person specification, established at the beginning, is used in structured selection

Job Description is the basis of GrameenPhones recruitment, selection and placement, training,
performance appraisal, salary administration, promotion and other personnel actions for its

Job description is prepared by respective Head of the Department and a copy of it is sent to HR.
In case there is any change in the duties and responsibilities, then job description must be
revised. A copy of the latest job description is kept in employees personal file.

The appointing authority and the line manager shall ensure that each employee has an
appropriate and updated job description sating clearly the context, purpose, organogram, duties
&responsibilities of the employees and person specification.
Recruitment sources (step:4)

An effective recruitment always starts with the correct selection of sources of human resources.
A recruited employee who has not the right skill can not perform effectively. As a result the
overall performance level is sure to deteriorate which has significant effect on the company
performance. Therefore, Grameenphone has been on continuous search of effective sources.

Internal sources: It is Grameenphones policy to give preference to appoint internal candidates

provided that to apply for appointment during

probationary period. Promotion internal

employees on the basis of succession planning may also be looked into. Any change of job will
not compromise on Grameenphone will be advertised through internal notices to the concerned

External sources: Whenever job vacancies are required to be circulated outsides, the main
objective will be to attract a pool of candidates to apply from which qualified candidates for job
vacancies can be chosen. Here are a number of external sources that will be used by the

Newspapers advertisement: Vacancy announced will be circulated by publishing advertisement

in the national newspaper. The newspapers that are widely circulated will be chosen for
publishing advertisement, one in English and one in bangle.
Request to other organizations: In some cases, if deemed necessary, Grameenphone may request
other organizations to circulate job vacancy among their employees. Job vacancy advertisement
may be posted in their notice board as well.
Employee referrals: Employee of the company may refer prospective job seekers to HR
Department. There are professional or technical jobs which are frequently harder to fill.
Employees with hard to hard find job skills may know others meet the desired job requirement
and do the same work. In such case, employee referral method may be useful.
Walk-in and write-ins: Often job seekers arrive at HR Department in search of a job. They are
walk-in people. Write-ins are those who send their curriculum resume for suitable position. Both
groups may be asked to fill up an application blank. Their relevant information may be kept in
active database file for any suitable position on future. Based on their suitability, they may be
called for interview against any vacant position.
Website: Modern information technology such as website "http://www.grameenphone.com"
http://www.grameenphone.com also can be utilized for advertising job vacancy of certain senior
Others: Depending on circumstances, other profession /employment agencies, educational
institutes, technical institutes and journals may be chosen to give wider coverage of job

General recruitment policies (step:5)

1. Gramophone is committed to recruit suitably qualified and experienced Bangladeshi citizens

for vacant positions by way of:

(a) Implementing effective and appropriate recruiting, screening and selection procedures.

(b) Identifying and implementing standard selection procedures that are relevant to education,
skills training, experience and knowledge necessary for successful job performance.

(c) Conforming the hiring procedures to countrys law and in line with the Companys
requirements and financial situation.

2. From manpower requisition/publishing advertisement step to placement step, a total of 29

working days will be required. It is shown in the appendix-2. All condemned must follow the
timeline guideline strictly.

3. Individuals between the ages of 18-57 years can be hired as regular employee of

4. Under no circumstances a regular or contract employee of any other organization is allowed to

undertake regular, long-term or short-term contract employment in GrameenPhone.

5. All appointments in GrameenPhone shall conform to its existing position with Grade and
Salary level.

6. In the spirit of internationalism, GrameenPhone may recruit senior employee from abroad in
case from abroad in case suitable national employee could not be hired, upon approved by Board
of Directors.

7. The employment status can be changed from regular to contract or vice versa depending on
the situation arising from Company need or a situation that arises on the ground of performance.

8. The GrameenPhone internal applicant will be entitled to normal perdiem and travel expenses,
according to the Company policy, for the interviews held in other than his/her place of positing.
9. HR and the concerned line manager will maintain absolute confidentiality of the
implementation of any part of the recruitment process. No query will be responded or no
information will be provided regarding the status of and recruitment until the entire process is

10. It is an important role on the part of HR to evaluate the effectiveness of recruitment methods,
short-listing criteria, testing tools being used etc. An evaluation is useful to validate hiring steps
and subsequently adopt better selection procedures for the Company.

11. HR will maintain an active database incorporating skills inventory of employees that may be
used as a starting point from recruiting from within.

Newspaper advertisement (step:6)

Job advertisement in the newspaper or any other source is the most other method of attracting
candidate. Advertisements to be published in the national dailies must be attractive. It should
indicate the position, nature of appointment, location, major areas of responsibility, terms &
conditions, age limit, minimum education level, work experience, job requirements, special
requirements. The Candidates will be asked to provide specific but detail information in their
resume that are expected to facilitate scrutiny process easily.

The concerned department sends a job description to HR with manpower requisition in a

prescribed format. HR drafts the advertisement based on job specifications of the position and

sends the same to line manager for their inputs, of any and confirmation of the advertisement.
The market communication section is responsible for designing and layouts before sending an
advertisement to newspapers.

Application receiving (step:7)

HR Department collects job applications against each vacancy announcement. There should have
a minimum time period for application receiving. The period should normally be around 8
working days from the date of vacancy announcement.

All applications are sequentially numbered in HR Applications are not accepted that are received
after the deadline. Under special circumstances, applications after deadline may be accepted
provided written permission is given by the concerned department head. It is GrameenPhone
policy to attract as many applicants to apply, provided they meet the pre-requisites of the job.
However, those who have been regretted within last six months period are not allowed to apply
for whatsoever position in GrameenPhone and within one year, a candidate can not appear for
more than two tests/interview.

Selection Process
Selection Process: Selection process of Grameenphone consists of ten specific policies. Its
recruitment process is very clear and transparent. Recruitment process is graphically showed in

Fig: Selection process of Grameenphone

Selection process includes series of specific steps used to decide who should be hired. Selection
process begins when recruitment ends subject to sufficient number of applicants obtained who
are willing and able to do hold the job. The purpose of the selection interview is to college
information about a candidate and assesses how far he/she can perform in the job.

Selection process involves screening and appraising the applicants in a systematic manner. Those
who are found not suitable for the jobs are excluded from selection tests. During selection
process, GrameenPhone focuses on performance-related issues whether the applicant fulfils the
job requirements and can do the job. The Company uses a multiple cutoff technique including
series of screening devices.

Short listing of candidates (step:1)

Short listing is done on the basis of appraising information on the application form in the light of
job specifications of a job being advertised. How far a candidate meets the job criteria will
critically be reviewed. The short listing method should be qualitative one where managerial
judgment plays an important role.
Short listing depends on the nature of job. Before short listing of candidates for tests, job criteria
are set by HR and line manager. There are general and technical job criteria that a candidate has
to meet for consideration of next step of selection. HR determines general criteria while line
manager determines technical criteria. Although both the type of criteria are important, however,
it is the nature of job that determines which type of criteria should give more weight age than the
other. Type of criteria should give more weightage than the other.

Short listing will be done by evaluating the following:

Educational qualification: whether the candidates has the required educational
Relevant job experience and required skills: how far candidates most recent job
experiences and skills match the job requirements of the position in question.

The candidate may have irrelevant job experiences and skills that will not be considered during
short listing.

The following situations may provide some guideline during short listing:

Short listing decision
Highly relevant job experience and meets all or most Should be considered
job criteria and length of past job experience fully or
fairly satisfactory
Moderately relevant job experience and meets most May be considered subject to the
or fairly moderate level of job criteria and length of number of candidates based on
past job experience is fully or fairly satisfactory

above are not up to the desired

Irrelevant job experience meets little job criteria and Should not be considered
length of past job experience is fairly satisfactory or

GrameenPhone follows a standard set rule of short listing candidates. For one position the
number of candidates for written test should not be more than 8. The number of candidate in the
oral test should not be more than 4-5.
Role of different departments in short listing:
In regard to short listing of candidates, the role of concerned line manager and HR is crucial. HR
is in better position to know exact job specifications, job challenges and job standards; therefore
the responsibility of short listing rests on HR.

For non-technical positions, HR will exclusively be preparing short list of candidates. For
technical positions, HR will seek line managers input, if necessary. The procedure is that line
manager will send technical job criteria to HR who match those criteria and will ultimately
scrutinize candidates.

During short listing the following criteria must be taken into account:

Type of the position

Urgency of a personnel
Career development of the position
Importance of other related skills for that positions
Administering tests and interview (step:2)

Following short listing of prospective candidates, internal and external, appropriate employment
tests such as written tests, oral tests or any other tests as deemed fit will be arranged to assess
candidates suitability for the position. Through the tests candidates selected psychological
factors such as intelligence, aptitude, temperament and attitude will be measured/observed.

The main focus of employment tests will be on:

Job related questions to assess in-depth knowledge of the candidate
Assessment of mental ability, reasoning, memory etc.
Assessment of potentiality and ability to learn
Proficiency in performing tasks
Assessment in line with job analysis

The selection is made on the basis of successive hurdle approach. The candidates will be rejected
following each of the stage or test being administered. Performance in one test will not be
considered in the succeeding tests rather the performance in the next stage will be decisive factor
for selection.

Written and oral test questions will be drafted by HR. A set of questions of technical nature will
be drafted by line manager and be sent to HR confidentiality from which few will be included

random basis by HR. While finalizing test question, HR will stick to job requirements of the
position and maintain relevance, consistency and standard on the pattern of questions. The type
of question will depend on the nature of the position. Usually a combination of multiple and
narrative type of questions will be sent in the written test.

All multiple type of answers will exclusively be checked HR. Also the non-technical narrative
part of the written answer papers will be examined by HR while the technical part will be
checked by line manager. The compilation of score obtained in written test will be done by HR.
It is the responsibility of HR to select and call candidates for subsequent tests based on the
performances of written tests. The minimum qualifying score in the written test is 50%.
Candidates who have qualified in the written test will be invited for the next selection test.
Company presentation (step:3)
The candidates who have appeared for written test are briefed about GrameenPhone. Just before
the written test, a half an hour presentation is organized by HR on the following topics:
The Company profile
The present considerations, goals and targets of GrameenPhone
The growth of Grameenphone in the present market
The brief description of the position
Type of written test and evaluation of the result

Testing tools
The purpose of a test, its design and its direction for administration should be reviewed before a
test is used. Each type of test has a different purpose. A single test may not be implemented for
all positions.

The following test tools may be looked at before administering any tests:
Performance test: Such test measures the ability of applicants to do some parts of the work for
which they are to be hired. For example, module preparation test and presentation skill tests are
required for an officer who will be responsible for training function.
Knowledge tests: Such tests are used to measure the job-related knowledge of an applicant. For
example, a math test for an accountant and knowledge of telecommunication for a technical
position is required.
Aptitude tests: This type of test is used to measure a persons capacity or latent ability to learn
and perform a job.

There are other testing tools available such as English proficiency, general knowledge, analytical
ability, basic computer test, stress taking ability, personality tests, interest tests that may be
administered depending on the nature of job.

Interview Steps (step:4)

Selection interview is an in-depth discussion between interviewer and interviewee. It is a preplan activity that does not just happen. Planning and structuring interviews particularly defining
the criteria to be used are very important steps in selection. There are several distinct stages of
selection interview:

Interview Preparation: Before interview begins, the interviewer must be fully prepared. They
should select method, be familiar with the job requirements, skills that are sought in a candidate,
applicants background.

Establish rapport: When the candidate has just arrived, interviewer creates a comfortable
situation making the interviewer easy and relaxed by means of small talk, smiles and a relaxed

Conduction of the interview: This is the main part of the interview session. At least 80% time
should be allocated for conduction of interview. At this stage, interviewee ask several job related,
behavior-oriented, structured-unstructured and probing questions to assess suitability of the
candidate. A minimum of 30 minutes time should be spent for each interview although for many
positions more than 30 minutes time may be required.

An interview Board/Selection Committee will be formed comprising of the following personnel:

Line Manager
Departmental Head
Head of HRD

The board members grade level must be above the grade level of the position being interviewed.
All recruitment will be processed 8in HR, however, for some senior management level position,
outside recruitment may be permissible. Executive Search/Professional Consulting Firms may be
contacted by HR for this purpose.

The interview board members should ask questions that are relevant to the performances of the
job including questions regarding required skills. There are some key words to begin with
questioning such as tell, explain, how, what, why, have you, are you etc. The type of questions
may be mixed of open-ended, behavior-oriented, competency based, and stress type questions.
The nature of question will vary according o the nature and level of position. The question asked
should reflect professional image of the company.

The candidates should not be asked questions that have no relevance to job requirements.
Questions such as How old are you, Are you married, single or divorced, To what club do
you belong or any type of such irrelevant questions should be avoided.
In the end, the interview board members try to answer some key question:
(a) Can the candidate do the job?
(b) Will the individual do the job?
(c) How will the individual fit with the company?

Closing and evaluation: At this stage and indication is given that the interview is about to be
closed. The interviewer evaluates the performance of the candidate by using an assessment form
and record their overall impression based on notes taken during the interview session. The
interview board members rank all candidates and recommend candidate who is best suited to
them. The basis of preliminary selection are marks obtained in oral tests and their judgement
about the candidates fit for the position. The minimum acceptable score in the oral test in 4 in
the 1-8 rating scale. A consensual recommendation is made and forwarded to HR along with all
papers for next course of action. The board members sign the Employment Approval Form.

Employment of relatives: Hiring of close relatives of employee is discouraged. The close relative
and friends are not hired in the same department/Section. However, with the written approval of
authority, relatives of employee may be hired by the company in another department/Section
provided that:

The relative has the required qualification and skills required for the position,
Neither of the related person will be the line manager of the other,
The hiring will not separate a family, particularly a spouse.

When an employee becomes the relative of another by marriage, they will update HR in this
regard. If anyone hides marriage information, it will be severely dealt with according to the
company policy. A close relative is defined as parents, spouse, children, brother/sister, in-laws,
first cousins, uncles/aunts(1st) and nieces/nephews (1st).

Medical examination (step:5)

In GrameenPhone, the job offer is contingent on passing medical examination conducted by the
company nominated diagnostic centre. The medical examination is conducted once preliminary
decision for recruitment is made but the employment offer has not yet given. The purpose for a
medical examination is to obtain information on the health status of the applicant being
considered for employment and to determine whether the applicant is physically and mentally
capable of performing the job. The cost of medical examination is borne by the company.

GrameenPhone issues an authorization letter to the medical centre mentioning the name of the
applicant. In a prescribed confidential format, the centre prepares a report on the candidates
health status and tests findings with a final comment that the applicant is physically and mentally
fit for employment or not.

Information and reference check (step: 6)

Once a preliminary selection decision is made, HR will verify certain information as provided in
the Job application such as educational degree, work experience, last employment status. The
purpose of reference check is to obtain factual information confidentially about a prospective
employee and seeking opinions from professional referees and previous employer about his/her
suitability for a job. GrameenPhone authority will request the candidate to tell about any criminal
offence by the Court, only in the event the information seems so. GrameenPhone expects more
precis3e answers from the referees in a standard format.

Final selection and Employment offer (step:7)

Based on positive report on health status from the medical centre, and positive reference check,
the candidate is selected for appointment. At this stage, the selected candidate is offered
employment with GrameenPhone provided that all information are favorable during finalization
of appointment. The offer of employment will state the major terms and conditions of
employment with GrameenPhone. Any offer of employment must be contingent upon the final
reference check with the present or last employer.

A personal Information Form has to be filled up by the finally selected candidate. The form
contains detailed information about the new hire and the information will be part of HR database.
The information provided in this form must be true and complete, failure to provide correct
information is subject to disciplinary acti8on according to company policy