ACKNOWLEDGEMENT

We acknowledge our teacher and supervisor “Mr.

Awais Ejaz Khan ” who guided us and helped us for
the preparation of this report.
 DEDICATION
“We dedicate this project to the person Who is
Rehmat for all worlds, Who is the reason that this
universe was created, our beloved Prophet
Muhammad (S.A.W.W)”

Corporate Vision
 “A company with the highest standards of ethical conduct—working to earn client trust,
day in and day out. Our word is our bond.”

Corporate Mission
“To be an organization people can trust-doing what we say and reporting results with
accuracy and objectivity.”

Code of Conduct
The QDCA Code of Conduct outlines the principles, policies and laws that govern the
activities of the company, and to which our employees and others who work with, or
represent us directly or indirectly, must adhere. The Code is distributed to all QDCA
employees and others performing work for the company and offers guidance for
professional conduct.

• Employees are responsible for maintaining ethical standards, including

appropriate accounting controls;
• Employees who suspect violations of law, regulation or QDCA policy should
communicate their suspicions to the appropriate internal representatives.
• We must identify, surface and resolve ethical issues with great speed
• Corporate assets (physical and intellectual) must not be used for personal benefit;
• We must exercise good judgment and standards of good taste when creating
company records, such as e-mail;
• We must maintain company records accurately and retain them in accordance
with law.
• We are committed to fair employment practices and a workplace free from drugs
and any kind of harassment or intimidation of employees;
• We are committed to the safety of our employees and expect our businesses and
employees to comply fully with appropriate laws and internal regulations.
• We fully support the objectives of the Foreign Corrupt Practices Act and have
strict control over
• the giving of anything of value to any government official
• We protect proprietary and confidential information at all times in accordance
with applicable law;
• We keep customer information secure at all times, as a sacred trust given to the
company by our customers.
• We establish information barriers, when appropriate, to separate employees
engaged and who have access to confidential customer information from
employees who trade in securities or engage in investment management

Introduction
The Qureshi Debt Collection Agency , a pioneer and leading debt collection agency. A
specialized institution especially established to render services in, Debt collection, Credit
Application Assistance (CAA), Attorney, and consultancy on Legal, Micro Credit &
SME’s Lending and supply of professional manpower through out sourcing process.

Company is having its Head Office in Islamabad and branch offices in Karachi,
Lahore, Peshawar, Multan, Gujarat, Gujranwala, Faisalabad, Chakwal and booth
offices throughout the country. They are specialized in the collection of commercial
accounts receivable (A/R), bad debts, pre-collection outsourcing services, as well as
many other aspects of recovery and debt collection services. Their professional collectors
are having rich and diversified experience. company’s Collectors boasts a long and
proven history in commercial debt collection and related third-party collection services.
Their Debt Collection Service is generally based on “No Recovery -- No Fee”,
commission basis on monies collected whether paid direct in the bank by customer or
through their office, once the file is placed with them.

Clients
The Company has been providing Debt Collection/Recovery and legal services to local
and UAE based banks and Development Financial Institution in Pakistan since last five
years. These banks have allocated more than 10,000 delinquent credit Card/personal loan
accounts to their firm. These delinquent loan accounts have been scattered across the
Pakistan. Qureshi debt collection is authorized recovery and legal representative of
following UAE Based banks in Pakistan.
• Abu Dhabi Commercial Bank

• First Gulf Bank-UAE

• MAJID AL FUTTAIM JCB FINANCE LLC

Current Employees
The total number of existing employees in organization are almost 150 out of which 50
employees are working in main office. Employees are divided in two categories basically
which are

• Office workers
• Field workers
Organizational Hierarchy
Departments:
Currently three departments are working in organization which are

• IT section
• Law section
• Call center

Now let’s see working of each department briefly

IT section:
I.T section consists of some information technology and computer specialists. The core
working of this section is to collect all data of person from whom loan is to be recovered
make a profile of that and provide it to call centre section

Call center section:

IT department forward different cases to call center section. employees of call center try
to approach targeted person by making phone calls if they get positive response then they
proceed their work by sending their representative and if targeted customer responds in
negative way then this section hand over the case to law section

Law section:
When person refuses to repay debt and behave rudely then call centre department refers
that case to law section which consists of some expert lawyers who take some legal
actions against that person on behalf of bank and make that person to repay loan...

Current HR Practices in Company

1. Recruitment
Qureshi Debt Collection Agency uses both types of recruitment

1. Internal Recruitment
2. External Recruitment
Now lets see both of them one by one

Internal Recruitment

For the internal recruitment in the company the method that the agency uses

Staff notice boards: The notices for the recruitment of vacancies are displayed in the
notice board of the concern department.

Personal recommendation – often referred to as ‘word of mouth’: most of

the cases the agency uses the method of personal recommendations for the purpose of
internal recruitment.

Internal sources of recruitment

• Present permanent employees (based on programs of career development).

• Present temporary / casual employees.
• Dependents of deceased disabled, retired and present employees.

Advantages of internal recruitment

• Cheaper and quicker to recruit.

• People already familiar with the business and how it operates.
• Provides opportunities for promotion with in the business – can be motivating.
• Business already knows the strengths and weaknesses of candidates.

Disadvantages of internal recruitment

• Limits the number of potential applicants.

• No new ideas can be introduced from outside the business.
• External candidates might be better suited / qualified for the job.
• May cause resentment amongst candidates not appointed .
• Creates another vacancy which needs to be filled.
• Longer process.

External recruitment
For external recruitments following are the methods that agency follows

Advertisements:

Advertisements are the most common form of external recruitment. That’s why Qureshi
Debt Collection agency also follows the same techniques..
 News paper : Ads are given at all the well reputed newspapers of Pakistan… like
Jang, Dawn and Express News

Ads on websites: Ads for the vacancies related to positions vacant are also given in
the official website of the company. The website of the company is www.wah.com.pk

Employee referral:

This method often refer to as ‘word of mouth’ and can be a recommendation from a
colleague at work. It is also used for external recutiment in the agency..

Recruitment Process:

Following are the steps which are followed by the Querish Debt collection Agency

1. Cv collection
2. Short listing
3. Aptitude Test
4. Interviews
5. Final selection

CV Collection: cvs are collected manually( by post ) at the address of the agency. The
candidates send their CVs at the given address of the Agency. There is no process in the
QDCA to collect the CVs online.

Short Listing: the CVs are short listed by the management according to the
requirement of Agency. They give more preference to the bank employees, due to their
previous experience in banking and debt collection.

Aptitude Test: The QDCA call to the short listed candidates and takes the aptitude test
for further short listing.

Interview: the interviews are taken from those candidates who clear the aptitude test.
The basic purpose of the interviews by the Agency is to judge the attitude and personality
of the candidate and to make sure that the candidate will be a loyal employee of the
Agency in future.

Final Selection: After interviews the final selection of the candidates are done by the
higher management
Advantages of external recruitment
• Outside people bring in new ideas
• Larger pool of workers from which to find the best candidate
• People have a wider range of experience

Disadvantages of external recruitment

• Longer process
• More expensive process due to advertisements and interviews required
• Selection process may not be effective enough to reveal the best candidate

2. Training and development

the newly hired employees are given the trainging for three months. Existing senior
employees train newly hired employees special classes are conducted from 3 pm to 5
pm that is two hours a day for one month at least. In training the communication skills
and problem tactling skills of the employees are polished and improved. Development
concept don’t exist in the Agency. The agency management belives that the employees
that are working in the agency from a long period have good enough experience of
problem solvinng that they are not required any type of training and development.

3 Performance appraisal : is a method by which the job performance of an

employee is evaluated (generally in terms of quality, quantity, cost, and time) typically by
the corresponding manager or supervisor. A performance appraisal is a part of guiding
and managing career development. It is the process of obtaining, analyzing, and
recording information about the relative worth of an employee to the organization.
Performance appraisal is an analysis of an employee's recent successes and failures,
personal strengths and weaknesses, and suitability for promotion or further training. It is
also the judgement of an employee's performance in a job based on considerations other
than productivity alone.

In Qureshi debt collection agency there is not a well planned appraisal sysetem. There
are only monthly reports about the performance of employees that are provided by the
department supervisors to the hire management.

4.Compensation and Benefits: Employee benefits typically refers to

retirement plans, health life insurance, life insurance, disability insurance, vacation,
employee stock ownership plans, etc. Benefits are increasingly expensive for businesses
to provide to employees, so the range and options of benefits are changing rapidly to
include, for example, flexible benefit plans.

Benefits are forms of value, other than payment, that are provided to the employee in
return for their contribution to the organization, that is, for doing their job. Some benefits,
such as unemployment and worker's compensation, are federally required. (Worker's
compensation is really a worker's right, rather than a benefit.)

Compensation includes topics in regard to wage and/or salary programs and structures,
for example, salary ranges for job descriptions, merit-based programs, bonus-based
programs, commission-based programs, etc. compensation is payment to an employee in
return for their contribution to the organization, that is, for doing their job. The most
common forms of compensation are wages, salaries and tips.

The QDCA provide all the major benefits and compensation to its employees.
Followings are the benefits that are provided to the employees.

Medical Facility: Medical facility is provided to all the employees of the agency and
their blood relatives.

Transportation: Transport facility is also provided to the employees for the offices
and field work.

Accommodation: is also provided to some employees according to their ranks.

Mobile Phone: is also provided to the QDCA employees.

Visit to Dubai: QDCA gives its top performer employee the chance to visit Dubai as a
reward of the best performance.

Suggestions and Recommendations

Qureshi debt collection agency is a medium level enterprise giving its branch offices in
various cities of Pakistan although company is practicing many HR practices but there
need to have a small HR department to manage human resource of company by doing
this company’s performance can be improved.
There current practices are being done by their general manager which could be against
the interest of company in many ways. First, the complexity of many HR activities is
likely to result in them becoming a significant drain on managerial time and resources
This is problematic for two reasons. First, the complexity of many HR activities is likely
to result in them becoming a significant drain on managerial time and resources. As such,
HR tasks may interfere with managerial responsibilities that are directly related to
revenue production . This problem is even more critical given that scarcity of managerial
talent is often cited as a key factor limiting growth in SMEs . This scarcity of managerial
talent increases the opportunity costs associated with time spent on HR administration by
company’s general managers. . Second, many HR tasks involve substantial complexity
and, thus, the quality of HR decisions may well be affected by the fact that general
managers often lack significant training and expertise in HR.
So company need to have a HR department consist of two to three people for its
prosperity.

Recruitment and selection

Existing criteria of recruitment and selection is very detailed and best fit the job but there
is still room for improvement I would suggest Qureshi debt collection agency to analyze
these points to make criteria even better

• Clarification of the scope and skill sets required to successfully perform the duties
of the position
• Review of the Job Fact Sheet or Position Description to ensure that the skills and
abilities required coincide with the current expectations of the position. If they do
not, then a position evaluation should be undertaken.
• Review of the compensation available to the position (i.e. salary and benefit
plans, etc.)
• Analysis of the impact that the hiring will have on the budget

Another suggestion which we would like to give is

Reference Checking
A reference check is an essential tool in the employment selection process — be it a new
appointment, or a transfer or promotion within the organization. It provides the
opportunity to verify and gain information in addition to that received directly from the
applicant. And it would minimize the chances of fraud as this business is entirely based
on trust.

Training and development:

Training and development is very important tool for the up gradation of the employees of
an organization. As in QDCA the training process are newly hired employees is good
enough that the train the newly hired employees for at least three months. But still the
improvement that can be done is that the training of the employees should be done from
the specialist instructors that might be outsiders of the organization.

Development: as there is no concept of development in the QDCA. Because they believe

that an employee having a long time work experience doesn’t require any development
because he already has enough knowledge about the field.
But this is a misconception and that should be removed because development will always
improve the skills of the employees and will boost up the performance of the employee
and the employees will be also be able to get exposure of new trends and condition in the
field.

Compensation and Benefits

Being a medium level organization qureshi debt collection agency is giving good
compensation and benefits to employees suggestions from our side that should be
implemented are

Financial Assistance
Financial assistance shoul be provided to employees Not only they are provided with
financial assistance but loans should also granted for different purposes.
Performance Rewards
After the evaluation of every three months Peformance reward should be given on the
basis of performance of the employee . These rewards should be monetary .

Maintenance

Safety and Health

Company should keep very good care of health and safety in their organizations. Some
precautionary measures are as follow these should be implemented

• Temperature in the room is being maintained.

• Light should be kept according to the nature of the work employee is doing.
• Electrical wires should be planted in such a way that there is very low chance of
breakdown or any disaster.
• Washrooms should be kept clean.
• Floors should be kept clean.
• First aid box and fire extinguisher should be kept .

Performance Appraisal
 Currently in Qureshi debt collection agency there is not a well planned appraisal system.
There are only monthly reports about the performance of employees that are provided by
the department supervisors to the hire management.A proper pattern or method should be
used for performance

According to us these points should be considered while appraising an employee are:

• Appearance
• Conduct
• Professional Work
• Leadership & Teamwork
• Planning & Organization
• Initiative & Creativity
• Communication
• Training Skills
• Business Attitude & Operational Performance
• Achievements of Objectives
• Temperament
• Stress
• Problem tackling skills

360° Evaluation
360° evolution should be conducted in Qureshi debt collection agency to assess the
performance of the individuals as well as the organization on the whole. An individual
should be assessed through his manager, his subordinates and the employees working at
his grade.

Every employee should be evaluated according to above explained criteria atleast after
every three months so that amendments could be made according to the report.

Employee Relations
Currently company is not giving much attention towards employee relations which is of
immense importance Employees are the most important assets of every company
so it is very important to give them importance. The satisfaction of the employees
makes the company successful. The reason is that if the employees of the company
are satisfied then they will work hard for the development of the company but
if they are not satisfied with the company’s policies and they are not given
their rights then they will leave the company which can turn into a big loss. So
employees’ relationship is very important for every company so qureshi debt
collection agency should take very care of its employees.
Every well known and successful company has its own policy of giving importance to its
employees. according to me a co operative environment should be created with in the
organization employee should have the advantage to speak to his manager or top
management regarding his work place problems
If any employee is facing any family problem or any sudden mishap company should
help him out by financial and other means so that he or she get realized that company is
always there to to support him.
I believe that an open door policy is the best policy for employee relations because due to
this employees will feel very independent they will know that if they get any problem
they can directly speak to his manager of department and he will get it solved. Employee
should be given financial support in the time of crisis which can be recovered from his
monthly salary later on. I strongly believe that such policy will make employee satisfy
and loyal with company more he loyal more he will work hard for company’s prosperity

Advantages of Employee relations

By developing good relations with employees Qureshi debt collection agency can have
these advantages

• Reduced absenteeism
• Improved morale, motivation,
• Lesser attrition - reduced cost on training, less cost of retention
• Attract good talent
• Harmony
Increased loyalty - avoid wastage of company resources