Emporium Mall By Nishat Group - HRM - Internship Report - Human Resource. Emporium mall is a shopping mall in Abdul Haq Road, Johar Town, Lahore, Pakistan and adjacent to Lahore International Expo Centre. Emporium mall Lahore is opened on June 30, 2016. It is owned and developed by the Nishat Group. Emporium mall is a private limited corporation. The construction cost of Emporium mall Lahore is 2.5 billion. It will serve various Merchandizers, international and local brands with interconnecting walkways that enable customers to walk from unit to unit. Emporium mall Lahore has 11 storey building and total retail floor area is 2,700,000sq ft. (250,000 m^2).

1. Emporium Mall
By Nishat Group
Internship Report

2. Emporium Mall – Nishat Group 1
Table of Contents
 Overview of the firm
 Infrastructure
 Organizational culture
 Organizational structure
 Identified problems and their solutions
 Additional Recommendations
 Personal Interactive Experience
 Specific Skills learned
 Most Challenging Tasks
 Conclusion

3. Emporium Mall – Nishat Group 2
Overview of the Firm
Emporium mall is a shopping mall in Abdul Haq Road, Johar Town, Lahore, Pakistan and
adjacent to Lahore International Expo Centre. Emporium mall Lahore is opened on June 30,
2016. It is owned and developed by the Nishat Group. Emporium mall is a private limited
corporation. The construction cost of Emporium mall Lahore is 2.5 billion. It will serve various
Merchandizers, international and local brands with interconnecting walkways that enable
customers to walk from unit to unit. Emporium mall Lahore has 11 storey building and total
retail floor area is 2,700,000sq ft. (250,000 m^2).
Shopping
The Emporium mall Lahore has more than 200 International and local brands having
their outlets in the Emporium mall.
Entertainment

4. Emporium Mall – Nishat Group 3
It has a 110 Room Five star hotel. It also includes a nine screen multiplex cinema called
Universal cinema and is largest in Pakistan.
Food Court and Fun Factory
It also contains the country’s largest food court with a sitting area that accommodates 3000
people. Other feature includes, Fun Factor Park, Banquet halls, and Pakistan’s largest
supermarket named Hyperstar. The mall also uses solar power for backup power. The
Emporium mall Lahore has +44k daily visitors. Emporium mall Lahore is designed by UK
based architecture firm AHR-Global which provides a rich indulging experience to enjoy the
flavors of the world. Management and Administration of Emporium mall have the consultancy
of the following firm/organization to run operations of the Emporium mall steadily:
• Marcus Wilkins & Ali Naqvi, AHR-Global, UK (project architects/ consultants)
• WSP, UK (security consultant)
• Design Technique (way finding consultants, UK)
• Electrolyte (lightning consultants, UK)
• Faheem, Nanji & D’Souza (pvt.) Limited (Mechanical-Electrical Plumbing (MEP) building
service, PK)
Infrastructure

5. Emporium Mall – Nishat Group 4
Departments
There are number of departments working at Emporium Mall. Each department at Emporium
Mall ensures their task and duty. All the departments are interrelated to each other.
There are following departments at Emporium Mall:
IT department
IT department helps manage daily operations of the mall, control costs and compete with large
and established malls.
IT enables efficient and high-speed communications. Email, teleconferencing and Internet
calling allow employees to stay in touch with their colleagues not just within the organization
but all around the world. IT also enables virtual collaboration.
IT department manages the data including the customer details (reviews) and employee files.
Software systems of the IT department are used to link the all other departments of the Mall.
Head of IT department: Mr. Irfan Ibn e Riaz
Marketing Department:
Marketing department promotes the mission of Emporium Mall and create an overreaching
image that represents the Mall in a positive way. Moreover, they handle the overall
advertisement of the mall and deals with the brand Ambassador as well.
Marketing Director: Mr Mohsin Tufail
Sales Associate department
Sales department deals with the brand shops who are at rent at Emporium Mall. They will make
sure that there is enough space in the mall for the new shops. They decide where the mall
should sell their space and at which price.
Human Resource Department
The HR Department organize the people within the organization so that they can effectively
perform their activities. They are responsible for managing, recruiting and hiring employees,
coordinating employee benefits and suggesting employee training and development strategies.
HR Director: Ms Sadia Malik

6. Emporium Mall – Nishat Group 5
Finance Department
Financial department is responsible for Budgeting and forecasting related to the Mall Driven
by earnings and growth estimates, stock prices rely on timely data forecasting. As there are
shareholders in Nishat Group so reporting is quite important. Financial department makes the
reports and handle the book keeping as well.
Operations Department
This department oversees the overall maintenance of the Mall. It includes the lightning, ceiling
hanging decorations, water curtain, heating and cooling systems of the Mall etc.
Security Department
As, rate of terrorism is increasing these days. So, the security of the mall is quite important.
The security department ensures the safe environment and prevent violence in the Mall. As
security officers perform their job, they often patrol both the interior and exterior of the
premises of the Mall. They hire there security guard from an agency, WSP, UK (Security
consultants).
ORGANIZATIONAL CULTURE
Emporium Mall has multicultural workforce at the top level management. As, project
Architects consultant, security consultants, and lightning consultants all are UK based
companies. The workforce at Emporium Mall is career driven and commitment individuals
who work together to achieve the attractive milestones.
At emporium, staff activities are around teams instead of individuals. That's why the workers
have a positive relationship with their coworkers and managers.

7. Emporium Mall – Nishat Group 6
ORGANIZATIONAL STRUCTURE
`Roles and responsibilities are delegated, coordinated and controlled at Emporium Mall in both
vertical and horizontal structure. This blend of horizontal and vertical structure not only
maintains the control in the organization but keeps employees and management as comfortable
as possible. Everybody knows their responsibilities and roles clearly while knowing that who
to answer and how to communicate and benefit from each other.
VERTICAL STRUCTURE
The vertical structure of emporium shows the chain of command in the organization that how
the chairman conveys his message to the board of directors and who is answerable to who.
The benefit of vertical structure to Emporium is that everybody knows the responsibilities
and roles of themselves and work accordingly.
My observations
Before making a strategy for motivation of the employees in any firm, important thing
is knowing that what motivates employees and what makes them to work at their best. There
are some factors which helped and are still helping to motivate employees in this organization.
These factors include monetary incentives, programs supporting work-life balance,
positive workplace environment, setting goals for employees, rewards and recognition
programs and providing feedback, for the work they are doing or have done, in a positive
way.
Food Services

8. Emporium Mall – Nishat Group 7
The organization understands the need of food for their employees and know that it’s not
possible for the employees to leave the work and go somewhere to find food for themselves at
lunch or dinner time. Emporium Mall has a policy to provide the employees with food at lunch
time or dinner time. The Employees who work in the day shift, they get the facility of lunch at
the office while those working in the night shifts get dinner in their offices.
Travelling Services
The management provides employees with conveyance from workplace to their homes but
mostly compensates them through money as an alternative because of the different locations
of homes of employees which makes it harder to provide travelling services to all employees.
Employee Recognition programs
The organization selects an employee as an employee of the month or employee of the year by
looking at employee’s performance throughout that selected time, like, how many tasks that
employee completed and how his performance and quality of work was. After selecting an
employee who was the best, they award him with the title. Sometimes they organize a small
party to celebrate employee of the month and employee of the year is mostly selected at annual
dinner. That not only motivates that specific individual but also creates a sense and feeling of
competition among other employees and motivates them to do better and better to be on that
position.
Comfortable office environment
Emporium Mall strives to provide their employees with the best environment to
work. Providing employees with the best environment may include comfortable office space
and advanced tools and systems, but most importantly a place where they can work on their
goals, get help in case of any problem, getting feedback from the employers and appreciation
for the work they are doing and better team relations along with better individual
communication and understanding. The office does lack some details which would make it a
more welcoming space for people to work in.
Health Care
According to their policies, they provide sick leaves for the employees, and provide
them with medical facilities. If an employee gets caught up with some serious disease, they not
only support him by providing him leaves throughout the treatment but also if he can’t afford

9. Emporium Mall – Nishat Group 8
the treatment, the organization bears all the treatment expenses (to a defined limit and which
varies from designation to designation) or else supports him financially through incentives and
if the diseases prolongs, then the company have different policies to handle according to the
situation. After the recovery, if they are comfortable with the decision and want to join back,
company gives the man his job back.
Retirement Plan
Emporium Mall not only helps their employees while they are working for them but also takes
care of them when they are not able to work anymore. They have the retirement plans for their
employees which starts for men, after the age of 60 and for women, after the age of 55. When
someone retires, the company automatically processes the application and after looking at the
eligibility of the employee, his pension starts from that time.
Loan Facility for employees
Company supports their employees through almost every kind of situation. If an employee is
in need and needs money to deal with that problem, company provides them with loan service
and makes them able to handle that problem. That loan is paid back by the employee through
easy installments or by deducting specific amount from their salaries, according to the
agreement of loan.
Emporium Mall ensures that every employee is getting the same facilities and rewards
as the others do but these rewards and facilities only differ when their job performance or
designation differs, but the employees who are at the same level and designation is same, the
opportunities and facilities are same. If they provide allowance or bonus of any kind, they
provide it to all the employees except the bonuses which are being given at the performance
base. In the organization, distributive and procedural justice is ensured in all cases and they
don’t let any employee think that they are not being treated fairly.
Women’s empowerment:
This has been a significant topic of discussion all around the globe for quite some time. More
and more women are working and Emporium management knows how important it is to keep
their female employees content with their jobs.
Women are given the luxury of flexible timings in case they have a young child at home.

10. Emporium Mall – Nishat Group 9
They’re also provided with allowance for travelling because it is very important that they reach
office and go back home safely.
Women are provided 4-6 months paid maternity leave which can be increased in case of
complications after delivery.
If they choose to stay home for a longer time period they’re also provide with the option of
“freezing” their job for about a year or so but without pay, but they can join again with same
designation and same salary after a year.
Identified Problems and their solutions:
Individual level problems
According to Miss Ruhma, an HR executive, there’s a high turnover rate among the cleaning
staff. Because they’re the lowest paid group in the organization, their major concern is low
salaries and with increase in competition, they’re ready to switch jobs for even as less as rupees
500 extra cash. This affects the bottom line for the company as well because there’s money
spent on their uniforms, training etc. Finding replacements in a short amount of time is not easy
as well This problem can be solved by increasing their salaries or giving them some extra
benefits like first discount vouchers for shopping. They can also tie the employees with the
company by offering them potential for growth.
A lot of employees, especially the low-paid employees, are absent on regular basis. This leads
to minor shift gaps all over the malls which need to be filled with other employees who might
not want to work in place of others. This problem can be solved by reducing stress for them,
and offer them a generous paid time-off policy. If someone’s sick or needs other help, the
company should try provide support so that the employee will come back to the organization
happily.
Employees do get late sometimes. There’s a policy of 15 minutes leverage. If someone comes
during the first 15 minutes of their shift and scans their thumb print, they’re considered present
by the system. If 15 minutes are passed, they’re considered late, which might cause deductions
in their monthly salaries. Now low-paid employees like the cleaning staff, are already only paid
16000 rupees per month. So they cannot afford to lose any more money as they usually have
large families to support. Hence this system causes a lot of aggression and hostility towards the
system. Another cause of this aggression is that people working in the management usually
don’t get the same penalties as the ones working beneath them. This aggression can be reduced

11. Emporium Mall – Nishat Group 10
by rewarding high attendance instead of punishing attendance. For example the employee with
high attendance for a year can take a week off or the company can give him/her paid vacation
as a reward.
Motivation is a major problem. Uneducated, low paid employees don’t earn enough money
and benefits to support their families. Educated and skilled employees don’t see much growth
in their careers and their disappointment usually emerges from the ‘’favoritism” culture where
top managers favor some employees over others and this causes demotivation in rest of the
crew. The top management should try to get everyone on the same page and establish a solid
set of rules and ethical code which needs to be followed by everyone. Secondly, company
should provide support to their employees, without the employees the organization cannot do
anything. For low paid employees, they should also motivate them by recognizing the efforts
of those employees when they do a good job and showing them that they are important for the
company.
Another factor which leads to female employee turnover and demotivation in general is that
women have to choose between their family life and work life after they’re married. A lot of
female employees left Emporium because of their kids and because they could not leave their
little babies at home with someone. We recommended a day care center facility for young
moms, women make up for half of the economy and it’s about time we start treating them with
facilities they deserve and have the right to avail.
Next factor is personality-job fit dilemma. The company needs to work better in putting
people where they want to work. Although, in most cases people are doing what they studied
for and what they decided to do with their lives, but that’s not always the case. A quite recent
example of this factor is that Miss Esha was working in the finance department when she
actually studied HR. She didn’t enjoy working on payrolls all the time and wanted to move to
either HR or Marketing department but there was no position to fill in. She waited for a year
and finally left Emporium in April 2018 because she could no longer do something she didn’t
enjoy at all.
Group level problems
An Organization cannot work without collaborating. But there seems to be some
improvements in Emporium’s management as there’s a big communication gap among
employees because mostly they have an idea that the next person won’t listen to them and
probably won’t give any importance to their ideas. The CEO Iqra Mansha has her own

12. Emporium Mall – Nishat Group 11
perspective on how to run things, the top managers disagree on some of those things but there’s
an undue influence which doesn’t let them speak up. The employees should anonymously give
in their ideas to how they feel about the situation and what will make them comfortable enough
to speak their mind.
According to our sources, most employees feel like the leadership is weak in some
departments. The leader i.e, the director or the top manager of the department doesn’t show
major leadership skills. This was mainly observed in HR department. HR subordinates feel like
that the top management positions are filled with people who didn’t get the relevant education
to their position. For example the HR director had a Finance history, her bachelors and masters
was in finance but she’s leading the department of HR, which consists of people who have got
relevant education like bachelors or masters in HRM and have the knowledge to introduce new
policies which can help the HR become strong as it should be given that it’s the department
which binds all others together. Experience is very important as well and those leaders do have
that, so the top management can try to framework some programs which will help those
managers get updated knowledge on their respective departments and fields.
Now let’s discuss pushes and pulls of politics which keeps going on in the company as
everyone’s looking for a piece of the pie and there’s not enough pie for everyone to go around.
People usually make groups and then stick to those groups to interact with. Some might play
interactive games with the top management to get an extra boost and get more increment and
promotions while others might not like doing that, especially those people who have introverted
personalities. Some managers favor particular employees over others. These things lead to a
lot of conflicts among employees but they keep this information confidential. They keep
getting micro-aggressions throughout the day because of controlling department heads and
watching others being favored. So a lot of employees feel like they might explode someday
because of holding so much in. The managers should provide speaking platform to everyone
and do not forget that everyone is different so they need to treat them differently as well and
be very clear and unbiased in their decisions. Favoritism leads to hostility towards the company
which leads to withdrawal behavior and it’s never good for a company.
Organizational level
A major HR problem, according to Ms Saadia (employee training manager), is that Emporium
has no solid written set of SOPs , or HR policies, which leads to results without reason and
doing something just by intuition. Also when there’s no written SOP, people will act according

13. Emporium Mall – Nishat Group 12
to their own judgment which causes so many variations in behavior all around the company.
So first and foremost, there needs to be a written compilations of policies for Emporium so that
there’s less room for mistakes.
In the year 2017, management change was the huge obstacle in the smooth opening of
Emporium. Four major top managers left due to personal reasons which includes Marketing
director, Assistant managers Marketing, Executive manager HR and operations manager as
well. Which led to hierarchical gaps and an unbalanced chain of command. Now the storm has
settled but Emporium needs to make sure that the managers who are there will stay or intend
to stay for a longer period of time.
Additional Recommendations
I recommended a day care center facility for young moms, women make up for half of the
economy and it’s about time we start treating them with facilities they deserve and have the
right to avail.
There’s a high number of female employees in Emporium they should be more considerate
towards facilitating women so they won’t have to leave their job in order to raise their child.
The day care is needed because working women and small isolated families are becoming more
and more common and a company shouldn’t make their employees choose between their job
and their baby.
Paternity leave
Men should also be able to spend some time with their newborn as well as take care of their
wives, so in addition to maternity leave, there should be paternity leave as well. Owners get to
spend all the time they need with their loved ones, employees should also get some time off to
take care of their family when it’s most needed.
Creating a welcoming environment
Emporium has a great beautiful infrastructure but it is way more fun to be in the mall as a
customer rather than employee, the office is quite dull and it doesn’t look like a place someone
want to be in more than what’s required. It’s all white with not even a single plant. There should
be some color and maybe some sort of an activity place so people can blow off the steam by
taking a 5 minute break.

14. Emporium Mall – Nishat Group 13
Personal Experience
Interaction with others:
The overall interaction experience with others was pleasant. The interaction with peers and
internees was friendly. On the other hand, it was formal and to the point with the employees
and supervisors. Thus, every department has a balanced and professional environment.
Specific skills learned:
The skills that I learned in the departments were creative thinking, documentation, Handling
Details, Identifying Problems, Managing leave records, Microsoft Office, Task Analysis.
Most challenging task performed:
I did the tedious work of compiling employee files and entering the attendance records, and I
also did the interactive complicated stuff of handling meeting with employees as well as
different business partners and clients. I found the client handling more challenging but I also
enjoyed it way more.
Conclusion:
It was a great experience overall and I loved working with Emporium’s management team.