Asad Hussain 508195455

MBA HRM

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ALLAMA IQBAL OPEN UNIVERSITY ISLAMABAD

ASSIGNMENT NO.2 ON

Training and Development (819)

Topic:-

Designing Training Programmes

SUBMITTED BY_ SUBMITTED TO ASAD HUSSAIN SIR SALEEM JAHANGIR MIRZA SB. ROLL NUMBER MOB. NUMBER
1

508195455. 03335174447.

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ACKNOWLEDGEMENT
All praises to Almighty Allah, the most Gracious, the most Beneficent and the most Merciful, who enabled me to complete this assignment. There is always a sense of gratitude one expresses to others for the helpful and needy service they render during all phases of life. I have completed this assignment with the help of different personalities. I wish to express my gratitude towards all of them. It gives me immense pleasure to express my deep regards and sincere sense of gratitude to Mr. Ijaz Gul, Assistant Manager (Training) PTCL H/Qs, Islamabad for his support which helped me throughout my assignment. I would also like to thank my teacher MR. SALEEM JAHANGIR MIRZA SB for steering my confidence and capability for giving me insight into assignment by giving me exposure to the arena of competitive and real world. Lastly I would like to thank my parents and friends for their constant support during the duration of my training. Thank You One and All ASAD HUSSAIN.
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ROLL NO. 508195455. MBA (HRM).

EXECUTIVE SUMMARY
This assignment is a research-oriented activity, which represents both the theoretical and practical implication of the topic. In the first section of this assignment, I explain the theoretical aspect of the topic and all major parts has been explained which are involved in designing a complete training programme. For empirical study, I select my own organization where lot of trainings are conducting annually for PTCL employees all over the country at PTCL Academy at Sector H-9, Islamabad.

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CONTENTS:

TITLE PAGE... ACKNOWLEDGEMENT EXECUTIVE SUMMARY.. CONTENTS..... INTRODUCTION... DETERMINE WHAT TRAINING IS NEEDED...... DETERMINE WHAT TRAINING APPROACH TO USE..... PUTTING TOGETHER TO YOUR OWN TRAINING PROGRAMME TRAINING EMPLOYEES.. EVALUATION OF YOUR PROGRAMME... PRACTICAL STUDY (PTCL) INTRODUCTION. VISION / MISSION STATEMENTS.. VISION STATEMENT OF TRAINING & DEV DEPTT PTCL ACADEMY CALENDAR (2008-09)........ BENEFITS TO THE COMPANY. URGENT TRAINING NEED PROGRAMMES MILESTONES ACHIEVED... CUSTOMER CARE INITIATIVE (LINEMEN TRAINING) OBJECTS OF PROJECT. PROJECT EXECUTION.. APPREHENSIONS. 27 18 20 5 9 12

1 2 3 4 5

14 14 16 16 17

22 23 25 28 28 29

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Introduction Keeping your company operating like a well-oiled machine is not an easy task, especially if your business has a high turnover rates, such as retail. In order to reduce the amount of time it takes to train your new employees to reach their full potential, you need to develop a training system that is streamed-lined, effective, and efficient and gives your new employees the skills needed to be a good employee without overburdening them with too much information. Finding the balance between too much and too little information is the key to designing the most effective training system for your company. A training design is a detailed plan for what you will do, why you will be doing it, and the best ways to reach your objective. The Eight Steps to an effective training program are: Step Step Step Step Step Step Step Step 1: 2: 3: 4: 5: 6: 7: 8: Define purpose of training and target audience Determine Participants needs Define training goals and objectives Outline training content Develop instructional activities Prepare the written training design Prepare participant evaluation form Determine follow-up activities for the event

Step One: Determine what training is needed. The first step in designing a training system for your company is to determine what kinds of training is needed. You will need to conduct an organizational analysis, a task analysis, and a person
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analysis. This three-tiered examination of your companys training needs is required to identify: factors that will inhibit and aid training, to identify tasks that most employees will need to be trained in, and to identify employees that need to be trained. Be clear about what your training needs hopes to accomplish; prioritize Be clear who your target audience will be. Organizational Analysis An organizational analysis is used to identify company factors that can negatively or positively impact the effectiveness of a training program. These factors include such things as money available for training programs, person power analysis and planning resources, employee relations and attitudes, and company resources available for training purposes. Examples: 1. The amount of money that is allocated to training will most likely be based on your companys turnover rate, the difficulty of the jobs performed, and the amount of cash flow that your company has. Companies that have high employee turnover rates will probably not want to spend a lot of money on training because the employees usually dont stay very long after the training period, and therefor it is a waste of money to invest a great deal of time and money on training certain employees. 2. Timing and personnel climate also can have a major impact on the effectiveness of a training program. For instance if a company has recently undergone a reorganization where
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many people were laid-off or displaced, and the company has not given its employees raises or promotions in several years, implementing a new training program may not be the best investment of company resources. Employees in this situation may harbor hostile feelings towards the company and management, and may not be receptive to new training. Instead, it would be a better investment to allocate money to improving employee relations and morale. Task Analysis A task analysis is a process of identifying what skills and activities need to be taught. To generate a list of skills that employees need to learn you can conduct a job analysis. A job analysis is basically just an examination of a job and a listing of the "minimum" duties and skills that are required to successfully perform the job. Example: Job Title:

Secretary

Job Skills:

Typing 55-65 w.p.m. 10-key Word processing General computer skills Operation of office machines Phone skills
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Spread sheet skills Filing

As you can see, this list is very basic, and generalized to the skills required of just about any secretarial position. While the secretary that holds this position may perform many other tasks during the course of a week, these are the minimum skills that are needed to be able to "successfully" function in this position. After identifying what tasks are involved in each job, the next step is to identify what tasks need training. If an employee already has an identified skill it is a waste of money to train them in that skill. If you identify a skill that does require additional training then you will need to formally identify it as a training objective in writing. This objective should identify (1) what the skill is, (2) how the trainee is to learn the skill, and (3) how proficient they need to be in the skill after the training process is completed. This documentation is needed to not only to let employees know what is expected of them, but also for personnel to maintain a common standard of training for all employees, and to protect you against lawsuits if you need to discipline or terminate an employee for not meeting the standards set out by the objectives. Person Analysis The final step in determining what training is needed is to conduct a person analysis. A person analysis is the identification of people in your company that need training. There are many ways that this identification process can be handled. First an examination of past and current performance appraisals can be made to identify
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employees that have areas that need improvements. Surveys can also be used to identify skills that the employees themselves think that they should have or that they need to have to perform their jobs more successfully. Interviewing employees can also be used to identify skills that are needed or desired by employees, as can skill and knowledge tests. The final way a person analysis can be conducted is to evaluate and review critical incident reports that have been filed in personnel. These incidents can pinpoint specific skills like customer service, assembly, etc. that specific employees or departments need to improve. The more accurately you know the needs of your participants the better your training design will be. Find out their needs and expectation by: Get participants to complete a brief, written survey Survey a random sample of participants by phone to Collect more detailed information. Ask them: - current roles and responsibilities - previous training on this topic - reasons for attendance - specific needs and expectation of event Review past evaluation and feedback forms Step Two: Determine what training approach to use. After you have identified who needs to be trained in what areas, you will need to determine what training methodology to use. Today there are many options managers and business owners can exercise to train their employees. Seminars are a popular choice for large-scale training issues like professional standards updates and customer service issues. The
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benefits of this type of training methodology are: that they are usually given by an expert or organization that has extended knowledge of the area, they cover all the issues related to the issue is a short period of time, training materials are provided, and employees enjoy the fact that they get out of work to attend the seminar. The drawbacks of seminars are based on the time and money that they require. Employees are away from their jobs for one or more days to attend the seminar so the company must either do without their services during this time or pay for a temporary replacement. In addition to losing money for missed work, the company also has to pay for the seminar, travel, lodging, and meals while the employee is at the seminar. Another drawback to this type of training is that the material is presented to all employees at the same pace and in the same manner. This methodology does not take into consideration different learning styles or paces of individual employees, and therefore some employees may be bored while others may feel overwhelmed by the amount of material being presented to them in a short period of time. In order to overcome pacing issues of training materials, programmed instruction can be used to deliver training materials. Programmed instruction is basically a hard copy format of training that is delivered either through: step-by-step booklets, latent ink booklets, or through computer-assisted instruction or computer-based training. All of these formats allow employees to progress at their own pace, and to go back over material as many times as needed. The drawback to this type of training methodology is the costs associated with purchasing training
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materials for every employee, especially if the company has a high turnover rate. Examining case studies is another training methodology that can be used. Employee meetings can be held in which critical incidents are reviewed and alternative solutions or actions can be discussed. The advantages of this type of training methodology are that the issues addressed are specific to the company, and that employees can see the connection between a skill and its result easier in this situation than they can in a made up example printed in a training booklet. The main drawback to this methodology is that employees may feel singled out if the case study is about them. To overcome this, you may need to word the case study in a manner that gives the employee anonymity and that changes the situation enough so it can not be attributed to a specific employee. Simulation is yet another training methodology that can be utilized. Simulation is basically just walking an employee through the motions of a skill in a controlled environment until they master the skill. The benefits of this training methodology are that they train employees to perform specific skills needed for their job, and simulations help train employees to respond appropriately to unexpected events in a controlled environment. The drawbacks to simulation are again based on money. In certain cases where simulating machines are needed, the cost can be extraordinarily high. Therefore simulation exercises that utilize these kinds of devises are often times limited to larger businesses or to companies that are located close to companies that lend out simulators.
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Role-playing is an inexpensive training methodology that most companies can use. In this case employees act out scenes from their job in which they face challenges and situations that they normally will come across during the average day. For example, a person training to be a personnel assistant may be placed in a role playing training model where they sit at a desk in personnel and take mock-phone calls and walk-in inquiries. As they walk through these situations they respond in a way that they think is appropriate following written procedure models. They may answer questions, hand out personnel forms, etc. The benefits of this type of training are: (1) it is relatively inexpensive, and (2) it covers skills that are specific to the job in question. The drawbacks are that some employees may not feel comfortable in this situation, and they may not learn well under the pressure. Apprentice training is another category of training

methodologies that can be used to train employees. In this type of training programs new employees follow the lead of an experienced employee in order to learn new skills and to learn how to function properly in the job in question. This type of training is most commonly used in trade and craft industries, however, it can be used successfully in office situations as well. The benefits of this type of training program are that it gives the new employee a role model for proper work behavior and functioning, and it provides new employees with personal support during their training. The drawbacks to this type of training program are that it hinders the ability of the experienced employee to do their work, personality conflicts impact the quality of the training and results of the program, and the overall
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productivity of the company is hindered during the training process. Step Three: Putting together your own training program. Once you have identified the skills that need to be focused on, the employees that need training, and the methodologies that will be used, you need to put everything down in writing. Documentation is the key to protecting yourself against lawsuits relating to employee relations. The following training materials need to be cemented in writing.
1. Training objectives. Training objectives need to identify

(1) the skill, (2) how training is to be conducted, and (3) what proficiency the employee needs to attain by the end of the training process.
2. Training materials. Training materials, depending on the

nature of the skill, should be written out in a manner that is easy to understand and easy to follow. Step-by-step instructions should be written out for every job, no matter how insignificant it may seem to the employer. An instruction sheet should include (1) the skill title, (2) when it is to be performed, (3) who is to perform it, (4) what supplies are needed and where they can be found, (5) step-by-step instructions, and (6) what to do with the end product.
3. Evaluation

materials.

Evaluation

materials

are

as

important to a training program as the actual training materials. They will let you know how effective your training materials are and whether you need to adjust any of your methodologies. The evaluation materials that you need are:
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(1)

evaluation

procedures,

(2)

evaluation

form

for

employees, (3) evaluation form for the employer (or manager), and (4) response (rebuttal) form.
4. Out-of-house materials. If your company utilizes outside

sources for training you will need the following materials: (1) purchase order for educational services, (2) expense forms, (3) approval forms, (4) evaluation forms, and (5) any professional organization forms such as a CPE tracker. Clearly defined objective provide criteria for: Clarifying expect outcomes Outlining training content Planning specific training activities Selecting/developing material Designing evaluation procedures Communicating program intent to participants & others Ensuring training is realistic and appropriate Trainings gave 3 components: an introduction; a learning component and a wrap-up and evaluation component. Learning component: Concepts and ideas taught and explored; skills demonstrated, practiced and discussed. Activities should actively involve knowledge or practicing skills. participants in acquiring

Introduction: Establish a positive learning environment; stimulate interest; reduce anxiety and build bonds. Include some content into introductory activities. Step Four: Training employees. Now that you have all of your training materials in order you will need to let your employees know about the programs and their processes. They will need to know what your training objectives
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are,

how

their

progress

will

be monitored,

what

training

methodologies are available and which ones are required, and what paper work is required. Make sure that all of your employees understand all of these things and have them sign a statement attesting to this. Again this documentation will help to protect you from unfounded lawsuits. Step Five: Evaluating your program. After an employee has completed a training program you will want to have them fill out an evaluation form of the program that goes over how well the information was presented, if they found the training helpful, if there are any areas that need improvement, if there are any areas that seemed redundant or unnecessary, and if there are any other skills that they feel that they need to perform their jobs. You, or a manager, will also need to fill out an evaluation form on the employees progress and proficiency in the skill or skills that were focused on during the training program. Proficiency tests can be used to measure the employees abilities, or physical observation of the employees performance can be used. If you notice that there are still areas that need to be trained in, then you should make the changes to the training program as soon as possible so that the next trainee will get ALL of the training that they need. Also you can use the evaluation forms to identify areas that really dont need to be covered and you can eliminate these things from your training program and save your company time and money spent on employee training. Wrap-up and evaluation component: Here pull it all together. Highlight essential learnings; summarize central concepts and
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themes; describe next steps. Open up for questions, concerns, feedback. Step Six: Develop instructional activities Organize activities so that outcomes identified are achieved. Activities should have an introduction, a main segment and a wrap-up segment. Select training strategies that meet objectives, e.g., skill development is best achieved through modeling, practice and feedback while information is achieved through discussion and collaborative group work. Effective training design takes into account principles of adult learning; group size; participant learning style; prior experience/education level of participants, type of skill or information to be presented, and so on. Step Seven: Prepare the written training design Write a detailed plan of the training session, including goals and objectives; the sequence of specific learning activities and time allotted to each; directions and key points to cover for each activity, and the trainer who will be responsible for the activity. Consider the skill, expertise, training style, and comfort level of each trainer and who will lead in fleshing out different sections. Step Eight: Prepare participant evaluation form Evaluation determines if the training has achieved its objectives and to identify what needs to be improved. The evaluation form should ask the following: Did participants acquire the skills and knowledge they were supposed to? Were the trainers competent? Were the activities interesting and effective? Was the training format appropriate? Was the training on this topic adequate? Step Nine: Determine follow-up activities for the event Follow-up activities provide continued support and feedback. Prepare follow-up activities as you develop
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your training design and these activities should make participants reflect on what they have learned and the process of implementation. Some activities include: Newsletters and website postings Peer observation and coaching Mentoring Study groups Ongoing communication between participants and trainees

PRACTICAL STUDY OF THE ORGANIZATION: As per the instructions of Allama Iqbal Open University I have to visit one organization of my choice and have to study a topic allotted to me according to my roll number. As my roll number is 508195455, my topic number is 5, which is Designing a Staff Budget Programme. Keeping in view the instructions of AIOU I selected PTCL .

Introduction PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million V-fone customers.

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The company maintains a leading position in Pakistan as an infrastructure provider to other telecom operators and corporate customers of the country. It has the potential to be an instrumental agent in Pakistans economic growth. PTCL has laid an Optical Fibre Access Network in the major metropolitan centers of Pakistan and local loop services have started to be modernized and upgraded from copper to an optical network.

On the Long Distance and International infrastructure side, the capacity of two SEA-ME-WE submarine cable is being expanded to meet the increasing demand of International traffic. Vision To be the leading Information and Communication Technology Service Provider in the region by achieving customer satisfaction and maximizing shareholders' value'. The future is unfolding around us. In times to come, we will be the link that allows global communication. We are striving towards mobilizing the world for the future. By becoming partners in innovation, we are ready to shape a future that offers telecom services that bring us closer. Mission To achieve our vision by having: An organizational environment that fosters professionalism, motivation and quality

An environment that is cost effective and quality conscious Services that are based on the most optimum technology "Quality" and "Time" conscious customer service
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Sustained growth in earnings and profitability Vision of Training and Career Development Department

The PTCL Training and Development Department is established with a vision to be a center of excellence in training services and consulting that works in close partnership with its internal/external clients to build competencies that achieve business goals.

Core Values

Professional Integrity Customer Satisfaction Teamwork Company Loyalty

Company Profile PTCL is all set to redefine the established boundaries of the telecommunication market and is shifting the productivity frontier to new heights. Today, for millions of people, we demand instant access to new products and ideas. More importantly we want them for their better living standards with increased values in this ever-shrinking globe of ours. We are setting free the spirit of innovation. PTCL is going to be your first choice in the future as well, just as it has been over the past six decades.

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Broadband Pakistan: PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. In less than two years of it launch, PTCL has acquired over 150,000 Broadband customers in over 150 cities and towns across Pakistan, leading the proliferation and awareness of Broadband services across Pakistan. With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where till a couple of years back there was very little awareness in the country about broadband & high speed internet services. PTCL made the broadband technology affordable by lowering the barriers to entry, by geographically bringing the service within the reach of a common user across Pakistan and by continuous improvements in customer care for the service. Unique offers that makes PTCLs Broadband unmatchable are special packages for the student segment, FREE modem and installation, FREE dial up service for its Broadband customers and FREE access to movies, music, classical Pakistani dramas, cricket matches, gaming, educational and religious content on PTCLs entertainment portal BUZZ, (made exclusive only to PTCL Broadband subscribers). PTCL also offers multiple FREE personalized e-mail accounts exclusively to its broadband users. In addition, PTCL recently doubled its broadband speed for all its existing and new customers at the same price, making 1 MB as its minimum For a connection you www.ptcl.com.pk
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offered simply dial 0800 8 0800

speed. or visit

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PTCL ACADEMY ACTIVITY CALENDER (JULY 2008 - JUNE 2009) PROGRAMS 1. Ph.D. Program Scope: MoU has been signed between Beijing University of Post & Telecom (BUPT) and PTCL Academy on the instruction of Ministry of IT and Telecom. Thirty PhD candidates will be sent to Beijing after selection through GRE exam and analysis of research Synopsis by Chinese Professors. Eleven students have already been sent to China for PhD program. Five students are expected to complete their PhD program before Sept08. Ten more scholars will be sent to BUPT this September.
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2.

MS programs Scope:

PTCL Academy is currently offering two programs MS Telecom Engineering and MS Telecom Management in affiliation with NWFP UET Peshawar.

Both the programs have been designed for the Engineers who want to excel in their field. Telecom Engineering is a program which provides technical skills of highest level, whereas Telecom Management is an excellent blend of both technical and managerial knowledge. Number of Participants: It is expected that a total of 50 students will be enrolled in MS Telecom Engineering & Telecom Management students by September 2008 in addition to the existing students. 3. Cisco Regional Academy Scope: The Academy has been established in collaboration with ITU and Cisco. The Academy has earned high level of repute and the programs being offered under the Academy always get excellent response from the open market.

The Academy is currently offering CCNA & CCNP certification programs, whereas FWLAN (Fundamentals of WLAN) is being launched shortly.

Number of Participants: It is anticipated that a total of 150 students will be trained in the upcoming FY. 4. Academy for Oracle Scope:

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This Academy has been established in collaboration with M/S Oracle Corporation who have provided the necessary software. Currently DBA and Developer Tracks are being offered for the students whereas the services are open for corporate customers as well. Number of Participants: A total of 120 students are likely to be trained during the next financial year. 5. Post Graduate Diploma Scope:

PTCL Academy has recently launched one-year diploma program in Telecom and I.T. for the students who possess a graduate degree and are desirous to learn and work in the most popular sectors of Telecom and IT.

The program has received good response as the first batch is under progress at the moment. Number of Participants: It is expected that a total of 50 students will be enrolled in two batches during the period Jul 08-Jun 09. 6. Short Courses Scope:

Since the very start of the Institute, an Executive Development Center is operational which caters for the training needs of PTCL and other telecoms of the region.

A wide range of courses are offered to meet the training requirements of various functions/departments. The courses are also offered to private organizations and individuals. At times, customized courses have been designed and conducted for specific needs.

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Number of Participants: A total of 1500 officers are likely to benefit from these courses during the next financial year.

BENEFITS TO THE COMPANY All the above activities are beneficial to the organization in many ways such as: PhD scholars after completion of their PhD will join PTCL Academy/PTCL and will definitely form a pool of experts in different areas of Telecom. An excellent learning platform is available for PTCL officers whereby they can improve their skills and knowledge. Different departments can take advantage of the available resources and thus their staff can be equipped with necessary training to perform their jobs in more effective manner. These programs also contribute to the revenue of the organization.

Urgent Training Need Program Rationale PTCL, after its privatization, has been undergoing a colossal transformation, turning from a purely Government owned public sector organization into a corporate sector entity. In order to triumph over the various challenges encountered by PTCL owing to the rapidly changing technology, reduced skilled workforce and sharp rise in competition, the management has initiated a vigorous campaign towards developing its human capital as an effort to maintain its cutting edge.

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Project Scope The Urgent Training Needs which realistically depict the post VSS scenario are expected to be catered immediately by conducting customized training programs. The involvement of the departments for providing their valuable input in the form of TNA response was essential for accurate identification of their requirements. Given the transformation stage, the critical courses required organization wide were highlighted and incorporated in Urgent Training Needs. PTCL and Etisalat Academy have jointly undertaken the task of fulfilling these needs by training the workforce. This would bridge the vacuum created as a result of insufficient level of skills. A Calendar of Urgent Training Needs (01 July to 31 Dec, 2008) encompassing excellent courses for Finance, Commercial, Operations, Access Network and Technical departments has now been formally announced. Role in the accomplishment of Strategic Objectives: 1) This initiative is expected to facilitate the company in its successful period 2) The trainings would equip the workforce with the skills to meet the challenges faced due to rapidly changing technology and shortage of skilled staff. 3) The level of efficiency and productivity would be enhanced thus leading to financial gains
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transformation

by

fulfilling

the

training

requirements that have surfaced in the post privatization

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4) The capacity of the employees to perform their jobs effectively and achieve the desired goals would increase the level of job satisfaction and motivation. 5) The strategic focus towards the Training & Development would facilitate the company in its steep ascend towards becoming the leading telecom company in the market. Project Execution (Start & End Dates) The trainings have been thoughtfully scheduled to be carried out over a period of six months. A Calendar has been formulated for the period 01 July 31 Dec which represents the execution plan of this project and includes: 1) Number of courses :14 2) Total number of nominees : 981 3) Nominees to be covered by EA : 423 4) Nominees to be covered by ICT : 558 5) Number of groups to be trained by ICT and EA : 26 each Quantifiable Deliverables and Timelines The successful completion of the training session for a group would be the deliverable, for which the timeline would be indicated by the scheduled dates given in the Calendar. The number of trainings being conducted in each month has also been indicated. Milestones Achieved

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Some very important training programs, also based on Urgent Training Needs were conducted before the formulation of the Calendar. The names of the training courses along with the total number of participants trained are mentioned below:
1) 2) 3) 4) 5) 6) 7)

Project Management: 71 Advanced Project Management: 46 Change Management: 45 Quality Awareness: 34 Transport Networks: 13 WDM: 17 NGN: 22

Project Implementation A mutually beneficial Memorandum of Understanding was signed between PTCL and Etisalat Academy to improve the skills set of PTCLs employees to stay abreast with the ever changing dynamics of the telecom industry. Etisalat Academy, through years of research and studies, has come up with excellent courses related to all areas including WLL, Broadband, IPTV , IT, Technical &Operations, Management, Commercial etc and it was decided to capitalize on these pre-developed programs to enhance the level of expertise of the talented employees. The management initiated a systematic approach towards

identifying the Urgent Training Needs by holding one to one meetings with the functional heads. These meetings led to the identification of the urgent training needs that had resulted from
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technological changes and shortage of skills required for efficient working of the respective departments and therefore, had to be catered to immediately. The consolidated training needs were communicated to Etisalat Academy and ICT for organizing the trainings locally. The Calendar of Urgent Training Needs carries a solution to the organizational training needs. As per the execution plan 50% training courses would be conducted by Institute of Communication Technology (ICT), and 50% by the Etisalat Academy here in Pakistan. In order to successfully implement this program the functional heads have been requested to provide the complete participant details well in time, against the requirements presented earlier in terms of numbers. Project Team The project team nominated to work under the leadership and supervision of EVP Training and Career Development includes: 1) Mr. Mahmood Ashraf 2) Ms. Hina Khalid 3) Mr. Imran Shah This dedicated team of executives did a marathon working for providing facilitation in accurately identifying the Urgent Training Needs and giving the calendar a final shape. Assumptions

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1) Nominations would be received by the specified date in order for the groups to be made and the participants to be informed well in time 2) The participants would be relieved of their duties for attending the training 3) The supervisors would support the trained employees in utilizing the knowledge gained and monitor the effectiveness of the training. CUSTOMER CARE INITIATIVE TRAINING FOR LINEMEN Project Scope President / CEO of PTCLs vision to declare year 2008-09 as the year of Customer Care. Importance of training for linemen to materialize President / CEOs vision of customer care. To achieve the pinnacle of Excellence in Customer Service, Training & Career Development department has been assigned the responsibility to impart Customer Care Training to linemen of PTCL.

Objectives of the Project: Project has following objective to be materialized:

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To make Customer Focus Steering Group (CFSG) all time success story in the history of PTCL. To achieve maximum customer satisfaction. To develop contemporary team of linemen of PTCL in technical & soft skill areas. To provide a promising career path of the lowest nonmanagement cadre in future. Project Execution The Project is in planning stage where TNA is being conducted to prepare a well focused Training module for lineman. The project has already started in the 3rd week of May 2008 and tentative date to present training Module for linemen to Customer Focused Steering Group (CFSG) is 15th September.2008. Possible Deliverables of the Project Our company shall achieve the following benefits from this vigorous exercise: Line man is the front line soldier of PTCL. The training module will help to equip them with such technical and soft skills required to efficiently and effectively address customers demands. This training module would create awareness about the importance of Customer Care amongst the target audience. The training would also facilitate the inculcation of the right attitude required for customer services.

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The superior level of customer care exhibited will help to boost PTCLs revenue and eventually will restore the image of the company as MARKET LEADER.

This training module will help to provide valuable feed back to the top management of PTCL to introduce organization reengineering to align its work force with companys business strategy. Apprehensions Participation of linemen in training sessions during week days in Post VSS scenario. Without addressing the structural anomalies of the company, training has a narrow scope to achieve performance at par excellence from linemen.

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