"In the name of ALLAH, most Gracious, most Compassionate".

INTERNSHIP REPORT ON PTCL

Pakistan Telecommunication Company Limited,

PREPARED BY

Muhammad Asim Rashid

(Q-579523)

MBA-HRM SESSION 2005-2007

DEPARTMENT OF MANAGEMENT SCIENCES

Alama Iqbal Open University Islamabad

Table of Content
Preface Acknowledgment Overview of organization 1-21
Introduction Brief history Current situation Main offices Technical & operational network Current PTCL network Technical and operational mile stones

Services of PTCL 21-22

Services for customers Value added services Services for corporate customers

Financial analysis 23
Activity ratio

Competitors & subsidiaries 24

Subsidiaries 25-27 Ufone Multi Media Broad Band

Competitors 28-29
Mobilink Telenor Warid

Brief on my internship work 30-41

Marketing department Customer care & customer services department Revenue department

SWOT Analysis 42-44 My project 45-67 Current HR Issues Of PTCL 68-69

Weaknesses 70-71 Recommendations 72 Conclusions 73 Appendix DFDs Organization Chart Financial Statements

PREFACE
This report is the practical part of the most vital practice of our MBA-HR program. The sole objective is to familiarize the student with the practical manipulation of business organization. This report has been written to know how big organizations like PTCL manage their teams to achieve their common goals.

In the first phase of the report there is the general introduction about the company and then different terms have been explained, then the mission, values, different services and different strategies of the organization have been explained.

In the next part, SWOT analysis of the firm have been done by the help of which it is identified that what are the strong areas of the company and where it lacks so that it can improve, and then in the end most important my experience while working in the PTCL as internee is explained.

Author

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ACKNOWLEDGEMENT

In the name of Almighty Allah who is most merciful, and who give me strength to write this internship report in a different way.

I extend my heartiest thanks to my seniors, colleagues, and subordinates who assist me on every occasion to enable me to write this report.

My parents, classmates, friends come next in the list of those whom I have to thank.

I pay special homage to the following persons. Mr. Muhammad Nawaz Joiya Senior Engineer Operations. Mr. Bashir Ahmed Malghani (Manager HR MTR). Mr. Irshad Ahmed Engineer Operations Vehari.

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TRANSMITTAL MEMORANDUM
To:
Department of Management Sciences Allama Iqbal Open University Islamabad

From: MUHAMMED ASIM RASHID

ROLL# Q-579523 REG # 05-PVI-0070 Chak 435/EB Burewala Distt. Vehari PH # (067) 3355567, Cell # 0314-600-2121 E-Mail: aasibrw@gmail.com

SUBJECT:

INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPANY LIMITED

Internship report on any organization is a necessary element to get the MBA degree from any university. I have written an internship report on PTCL and review its Human Resource system / procedures adopted for such purpose. My major recommendation is this: PTCL should improve their contact with middle & lower level employees especially supervisory level and establish internal performance appraisal system to avoid the future complications & to evaluate the employee performance & encouraging them. That conclusion was arrived at after eight weeks extensive practical training/study in the HR department of the company. Besides this, I also studied the role of C.B.A during the latest proposal of Volunteer Separation Scheme (VSS) for employees. Because of my analysis, companys officials felt these flaws in the system & are agree on my suggestions and wanted to implement them in near future. I am grateful to my seniors, colleges, and subordinates who assist me to complete this comprehensive report in an excellent way. If the members of the review committee of this report have any additional questions, I Inshallah will try my best to do it more well way. At last I thankful to the University who give me an opportunity to review/study the HR system/process of company.

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EXECUTIVE SUMMARY
TITLE: AN INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPANY LIMITED AUTHORIZATION REOCMMENDATION: This report is a necessary part of MBA degree program. Department of management sciences of the university advised every student to submit. It was done after the completion of all subjects. The main purpose of this report is, review of the human resources techniques & systems adopted by the organization. Find out their weaknesses and give suggestions for improvements. I strongly recommend that company should improve their contact with middle & lower level employees especially supervisory level and establish internal performance appraisal system to avoid the future complications & to evaluate the employee performance & encourage them. PROCESS OF REVIEW METHODOLOGY: Data from June, 2005-2007 were taken for analysis, and Human Resource Management practices followed by the company seen practically whether the company adopted them according to the international labor law standards or not. I had been working in this organization since five years. Therefore, I was in a better position to review the system in an efficient way. PROBLEMS: A central problem in the HRM systems of the company is lack of contact & feedback from & to employees there is a lack of co-ordination between different departments of the organization as well as into a specific branch. Another problem is lack of trained staff & political pressure for

Internship Report transfers/postings etc on middle management. Like wise lake of automation and state-of-the-art latest IT technology for correspondence between the contents of the company causing the delay in work and negatively affecting the over all performance of the company. I point out those weak areas, and hope that company if, adopted my suggestion and recommendation can overcome the problems. This will also benefit for the other systems of the company. TIME FRAME: Finally, if the recommendations are accepted, the program could be, put into effect within six months.

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL)

Established on January 1, 1996

Head Office: -

Pakistan Telecommunication Company Limited G-8/4, Islamabad

INTRODUCTION

even years into a new century, the telecom sector of world finds itself at

crossroads after changing itself almost beyond recognition over the last 25 years. Privatization and competition are the order of the day, with a majority of

countries having adopted these policies to advance their telecom sector. The results have been impressive; the industry has grown at unprecedented pace. Although there has been a phenomenal growth in Pakistan, especially in the cellular mobile communication and in the internet, yet the late density remains almost stagnant.

So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant of Pakistan telecommunication industry and enjoying the monopoly. This part of the report contains a brief introduction of PTCL. This introduction is divided into two parts, history and current situation.

BRIEF HISTORY
Over the years, technology has changed the concept of communication and what was thought to be a fictional only a decade ago, has actually made its way through to our hands today. This is the future we dreamt of so fondly. Welcome to the modern age, of telecommunication, which have become complementary to our lives. But there must also be an anchor to introduce, allow, improve and channelize all these services and

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Internship Report innovations sweeping through the globe. In Pakistan same anchor is Pakistan Telecommunication Company Limited from the humble beginnings of posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, to this very day, PTCL is a story of commitment and vision.

Pakistan Telecommunication Corporation (PTC) set sails for its voyage of glory In December 1990, taking over operations and functions from Pakistan Telephone and Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This coincided with the Governments competitive Policy, encouraging Private Sector participation and resulting in award of licenses for Cellular, card-operated Payphones, paging and, lately, data communication Services.

Pursuing a progressive policy, the Government in 1991, announced its Plans to privatize PTC, and in 1994 issued six million vouchers exchangeable into 600 million shares of the would-be PTCL in two separate placements. Each had a par value of Rs.10 per share. These vouchers were converted into PTCL Shares in mid 1996.In 1995, Pakistan Telecommunication (Reorganization) Ordinance Formed the basis for PTCL monopoly over basic telephony in the country. It also paved the way for the establishment of an independent regulatory regime. The Provisions of the Ordinance were lent permanence in October 1996 through Pakistan Telecommunication (Reorganization) Act. The same year, Pakistan Telecommunication Company Limited was formed and listed on all stock Exchanges in Pakistan. Since then, PTCL has been working vigorously to meet the dual Challenge of telecom development and socio-economic uplift of the country. This is characterized by a clearer appreciation of ongoing telecom scenario where in convergence of technologies continuously changes the shape of the Sector. A measure of this understanding is progressive measures such as Establishment of the companys mobile and Internet subsidiaries (U-fone & Paknet) in 1998.

As telecommunication monopolies head towards and imminent end, services and infrastructure providers are set to face even bigger challenges. Pakistan also entered -3-

Internship Report post-monopoly era with deregulation of the sector in January 2003. On the Government level, a comprehensive liberalization policy for Telecom sector has already been announced now. Now PTA have issued License to two new telecom companies in Pakistan TELENOR international and WARID TEL this act will put some challenges for PTCL to cope with.

PTCL is in process of enhancing organizational and business Proficiency through vertical integration and horizontal diversification. At the same time, cross-national ownerships, operations and partnerships are being evaluated with a view to developing and diversifying the business.

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These are few historical developments of PTCL through the years.

Historical Background

1947 1962 1990-91

Posts & Telegraph Dept. established Pakistan Telegraph & Telephone Deptt. Pakistan Telecom Corporation ALIS: 850,000 Waiting list: 900,000 Expansion Program of 900,000 lines initiated (500,000 lines by Private Sector Participation 400,000 lines PTC/GOP own resources). About 5 % of PTC assets transferred to PTA, FAB & NTC. PTCL Formed listed on all Stock Exchanges of Pakistan Mobile & Internet subsidiaries established Telecom Policy Finalized Telecom Deregulation Policy Announced 26 % Shares by Etisalat UAE through open bidding

1995 1996 1998 2000 2003 2005

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CURRENT SITUATION OF ORGANIZATION

After having brief introduction from past end of PTCL now we move towards the current situation of the company .In this part focus will be on the:

Structure of organization Technical & operational Net work Services provided by PTCL Financial front of PTCL Competitors and subsidies

Structure of organization
An Organizational Structure clarify the roles of personnel of an Organization and to determine who has to do what task, which is responsible for what, objectives to be achieved, who is to report to whom and to remove the obstacles for performance caused by confusion and uncertainty of job assignment as well as to make easy decision- making and communication networks reflecting and supporting organization objectives.

The head of Pakistan Telecommunication Company Limited is called President. Then come the SEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP (Operations), SEVP (Technical), and SEVP (Human Resource Management), SEVP (Marketing & Business Development). Then there is a chain of Executive Vice

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Internship Report Presidents (EVPs) like EVP (Finance Central), EVP (Marketing), EVP (HR Central), EVP (Accounts), EVP (Operation), EVP (Information Technology, Training & Research), and EVP (Revenue). All these are appointed at Pakistan Telecommunication Company, Headquarters at G-8/4, Islamabad. Apart from these EVP, there are also EVP (Operation), EVP (HR) etc who are heading the other regions of PTCL in major cities country wide. Then there are Chief Engineers and General Managers at H/Qs who report to their relevant EVP. Then there are Senior Managers, Deputy Directors, Assistant Directors, Account Officers, Assistant Account Officers, Financial Analysts, Marketing Managers, Computer Programmers, and IT Specialists etc.

There are also Regional Heads (General Managers) to head PTCL Regions then come the Senior Managers (Operations), Senior Engineers (Operations), Engineers to look after the telecom system of Regions. There are also Senior Managers Finance, Account Officers and Accountants to Handle Regional account and billing matters. Manager HR & his staff are responsible to take care of Personnel affairs at Regional Level.

In non-gazetted staff there are Engineering Supervisors Operations /Switching /Power plant /Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants, Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower Division Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and Peons etc.

All the staff is recruited by the HR Department headed by SEVP HR. The HR experts are responsible for hiring & to further streamline its recruitment process.

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MAIN OFFICES
The Head Office of Pakistan Telecommunication Company Limited is situated in Sector G-8/4, Islamabad, which is headed by the President. Besides, it has Regional Headquarters like: Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region, Faisalabad Telecom Region Southern Telecom Region-I Hyderabad Southern Telecom Region-II Karachi Southern Telecom Region-V Sukkur Western Telecom Region Quetta. Switching network Central region Lahore. These Regions provide Telecommunications services to the customers in their respective areas. Apart from these, PTCL has an Optical Fibre Construction Region Lahore and Optic Fibre System Islamabad, each headed by a General Manager to install, operate and look after optic fibre systems/cables.

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Technical & Operational Net Work

Pakistan telecommunication Corporation under the Act 1996, Pakistan

Telecommunication Authority (PTA) issued a license to Pakistan Telecommunication Company Limited for the provision of telecom services within Pakistan to private sector and the general public as the Federal Government may determine and during the exclusivity period of the Pakistan Telecommunication Company Limited (PTCL) specified in above-mentioned Act. PTCL has 25 years license to provide telecom services in Pakistan with Stake in the Company with about 62% equity. PTCL has largest network and huge infrastructure for its more than 4,405,161users as on (Mar, 2008).

Switching Technology
There are 7 different kinds of switching technologies currently operational in PTCL network. Alcatel Siemens NEC Erricsson Huawi J.S telecom ZTE

With these different switching technologies PTCL is running its huge network and providing different communication facilities to its customers.

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Current PTCL Network

Installed capacity Working connections Total exchanges Telephone density per 100 population Countries on ISD/(ISD STATION) Customer service centers Card pay phone NWD stations UIA stations Total length of main optical fiber link Optical fiber short haul links Optical fiber spur links Mar, 2008 5273091
4,405,161

2962 2.9 242 154 387,490 2092 1898 4591km 127.2km 3241km

These are few basic facts about PTCL network. So taking over from posts & Telegraph Department in 1947 to now providing sate of art technology it is really big achievement.

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TECHNICAL AND OPERATIONAL MILE STONES

PTCL is continuously improving its network. During the year 2007 PTCL installed

capacity was 4940154 but now in current year the installed capacity is improved. PTCL achieved 100% digitalization in this year.

Computerized Fault Management System

This feature of PTCL improved network & is being used to register & rectify Land Line Faults in a computerized way. This system was working in few cities but now it is available all over the Pakistan. (18)

Launch Of IN Platform
To augment the capacity and introduce additional value added services a new Intelligent Network (IN) Platform was launched in October 2003.This platform has higher capacity for prepaid calling cards and provision for introduction of new services.

Optical Fiber Junction Access Network

To further support the launch of new services the optical fiber junction access network has been in implementation phase. This system further supports the upcoming project of PTCL WLL (wire less local loop), Broad Band Services & IPTV.

This was the brief introduction of PTCL network now we move further and develop our understanding about PTCL services and offerings.

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SERVICES OF PTCL
Pakistan Telecommunication Company Limited not only Provides Conventional telephone facilities, it also offers optical fiber services to the private sector. We will briefly discuss below the product lines being offered by the PTCL. Basically PTCL divide their services into two parts. 1. services for consumers 2. services for corporate customers

Services for Consumers

These services are basically for the common users (Individual/home users) those use telephone in their home/work place and they are basically non business users.

a) New Telephone Connections:

As mentioned earlier, PTCL is presently the only telecom company, who provided fixed-line telephony in the country. So whenever, any Private business concern or any individual needs a new telephone connection for provision of telephone service. b) Value Added Services: CLI (Callers Line Identification) Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to identify the caller before picking up the phone receiver. To subscribe to CLI services, a customer needs a telephone set with display capability or a CLI device attached to the phone. Advantages: Check on obnoxious calls. Complete record of incoming / outgoing calls with time & date. User Friendly

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Internship Report PREPAID CALLING CARDS:

PTCL calling card is the most popular choice of millions of customers all over the country. It is now available with balance transfer facility and follow on call facility.

Comes in easily affordable denominations of Rs. 100, 250, 500, 1000 and 2000. Easily available throughout the country Easy to use from any PTCL digital phone (Dial 1010) Fast and easy, nationwide and international access No line rent and no Phone bills 24 hours customer services through toll free number (0800-80800)

How to use it:

Scratch off the security coating on the indicated strip to get your card Pin Number.

Dial PTCLs toll free number 1010 from any digital phone. Dial 1 for Urdu & 2 for English Instructions, Enter your card Number & Press #.

For International Call Dial 00+CountryCode+CityCode+PhoneNumber+#.

E-BILL PAYMENT

Billing system is a part of customer services so providing connivance to its valuable customers PTCL launched a new billing service which is available through PTCL Calling Card This is another service from PTCL. This service is basically providing billing solutions for the users.

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Internship Report How to use it:

The basic concept of the service is to provide billing solution to PTCL customer. The same PTCL Calling cards are used for this purpose.

Through these cards customer can pay his bill on phone. No additional charges for bill payment transaction. Advantages Customer can save his time by paying his bill on phone Customer can pay his bill when ever he wants

DIGITAL FACILITIES:
PTCL offers a variety of features to digital exchange customers like: Hotline Abbreviated Dialing. Call Waiting Dont Disturb Call Transfer on (a) Busy (b) No Reply (c) Immediate Wake up call Absent Subscriber Code Barring

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Prepayment Telephony Services (PPT)

With the changing trends most telecoms are diversifying their services towards Prepaid solutions .one of such modern era telecommunication service is Prepayment Tele Phone (PPT).It provides the facility to subscriber to load a prepayment Telephony card against their telephone number thereby generating an account on I/N platform and any call made from that telephone will be charged to this account. the service will provide state of art technological facilities to the subscribers.

Target market Target market for the service can be segmented as follow:

Budget conscious subscriber Subscriber avoiding bill-depositing hassles People requiring casual connections(on short term bases) Subscriber not meeting documentation requirement Students living in hostels Defaulters

Features: Account number recharging Outgoing call pin setting Cancel out going call pin Balance query Follow on call Low balance prompt Balance shortage warning Call duration prompt Call cost prompt

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SERVICES FOR CORPORATE CUSTOMERS

PTCL is striving hard to facilitate its valued corporate customers at each level of service. PTCL offers a host of unmatched services to suite the needs of the Corporate Customers. The list of Corporate Services is given as under. For more information regarding any of the following services, PTCL Corporate Customer Centers can be contacted.

IN BASED VALUE ADDED SERVICES 0800-Toll Free PTCL Calling Cards Domestic And International Premium Rate Service 0900 Virtual Private Network

VALUE ADDED SERVICES Universal Access Number (UAN) Universal Internet Number (UIN) ISDN PRI TelePlus (ISDN/BRI) Local /Domestic/International Leased Bandwidth And Point To Point Leased Lines (DXX) Local Leased Circuits (2 Wire/4 Wires) (DXX) Digital Facilities Digital Subscriber Loop (DSL) Co Location Tele mail Call Centers (new)

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Universal Access Number (UAN):

UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of products or services. Here is a list of business who can avail UAN Service. Banks Newspapers Airlines Hotels Shipping Lines Fast Food Outlets Consumer Products Companies Insurance Credit Card Companies Travel Courier Services Utility Services Trading Companies Stock Brokers

Voice Messaging Service: (VMS)

With PTCL Messaging Service, you can have all for (or Desired) calls recorded when you are absent, busy on phone or do not want to attend the calls for any reason. You can, later on at your convenience, retrieve all recorded messages from any telephone anywhere in the country.

Security of message is ensured against eavesdropping through subscriber controlled password.

PTCL VMS is designed for those who do not want to miss a call or Fax because that can be beneficial.

Great for anyone owning a telephone or Fax, at home or business. Much more powerful and flexible than answering machine due to Message options available in your voice mail system.

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Features Call answer Fax Messaging Notification Capacity 10 messages Free for user paying RS. 2000/- or more bill/month.

PTCL Messaging Plus:

PTCL MESSAGINH PLUS is designed for small and medium business enterprises having problems with managing telephone message.

PTCL MESSAGING PLUS will definitely handle these problems for you. Advanced messaging features save time, make you truly mobile and increase productivity.

Essential for time-conscious executives, frequent travelers and Professional groups.

Features:
Call answer

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Co- Location Centers

Pakistan Telecommunication Company has taken land mark decision to establish co location centers throughout the country. Service concept This service is basically for telecom data and I.T companies. These companies will install their equipment directly in PTCL premises in ready fitted environment. The primary purpose is to provide a number of resilient and centralized connection and control facilities in which co-location centers communication can be located. Benefits Easy access to local & international connectivity Quick deployment of services Minimum capital investment and cost saving Higher reliability and quality of service Full connectivity under one roof Just plug in and start business

Target market

IT companies Telecom data companies

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Universal Internet Number (UIN) 131

UIN 131 numbering scheme for internet services providers, represent exclusive code to each ISP. Service concept The concept of the service just like toll free 0800 but charges a local call for each connectivity attempt, UIN involves allocation of numbers to individual ISPs who are licensed by PTA. Functionality The service functions under single meeting billing system, with promise of rich dividends in terms of customer care. Benefits The benefit goes to the end users who happen to be any ISP customers. Once subscribed, the service means timeless communication for your customers, allowing them to pay for a single call irrespective of its duration. Target market ISPs

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Virtual Private Network (VPN)

Communication is the secret of success in todays highly competitive market. When it comes to enabling your enterprise, your communication got to be instant, fast and hassle free. The answer to this corporate need is virtual private net work. Service concept It is an innovative and intelligent private network to integrate business/enterprises having sub-offices with in a city or nation wide. Without necessity installation of dedicated resources, VPN enables organization to create a private network.

Digital Cross Connect (DXX)

Telecommunication networks are the most important infrastructure elements of any business today. As the businesses increasingly depend on it, quality of networks is gaining strategic importance. Service concept PTCL offers flexible and reliable data services solutions through a high quality platform of digital leased line network.PTCL digital cross connect (DXX) network provides the most dependable media for WAN connectivity with more than 200 nodes country wide. Features

End to end digital connectivity on digital cross connect network

Country wide as well as global coverage Flexible bandwidth to suit the requirement Better quality of services

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Target market

Corporate customer Software exporters Data network operators Airlines/travel agencies ISPs Financial institutes Courier services ISDN BRI/PRI
It is a near broadband experience suitable for household and small/medium sized organizations. Features

Faster and clear voice Fax and data communication on a single phone PRI provides thirty 64 kbps user channel plus two 16 kbps signaling channel BRI provides two 64 kbps user channel plus one 16 kbps signaling channel Cost effective

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FINANCIAL ANALYSIS
Financial analysis of any organization is very necessary for the evaluation and assessment of a firm. The information derived from these types of analysis should be blended to determine the overall financial position. This analysis includes ratio analysis, common size analysis and the study of differences in components of financial statement. One of the primary objectives is identification of major changes in trends, amounts and relationship and investigation of the reasons underlying those changes.

In the financial analysis of P.T.C.L we will analyze some important information about the company. As I did my internship in human resource management, but it has not an independent organization so I have to analyze the P.T.C.L for the analysis purpose.

Current ratio
Current Ratio is an indicator to determine the short term debt paying ability or the liquidity of a company. It tells us that how many current assets are available to pay for the current liabilities of the company. Current ratio of the company in 31 Mar 2008 is 1.67& is favorable for a company. The ideal condition is 1.1 but ratio is quite reasonable.

Quick ratio:
Quick ratio or the acid test ratio also performs the same task as is performed by current ratio but with more sophistication. Quick ratio of the company is 1.5 up to Mar 31, 2008 its quick ratio is decreasing. As P.T.C.L is a service organization there fore the quick ratio is very good because there is not need of inventory as any manufacturing organization needs.

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SUBSIDIARIES AND COMPETITORS

As already mentioned, presently PTCL has to face war with major competitors in mobile phone & WLL telephony operators, however, there are also competitors of its following subsidiaries/products: -

SUBSIDIRAY/PRODUCT

COMPETITOR

Multimedia & Broad Band (ISP Product)

There is about 100 competitors of product throughout the country to provide Internet service to the customers. However, some of the major competitor ISPs of product are Cyber net, World online, Apollo, World Call, and Comsats WOL etc.

U-fone (Cellular service provider)

There are five competitors of Ufone in cellular phone industry i.e. Mobilink, Instaphone and C.M Pak, Telenor, Waridtel.

PTCL Calling Cards (Product)

Hello Cards, Call Point Cards, Call Mate Cards, Global Telecom Cards.

Wireless Local Loop (V-Fone)

Go CDMA, Wateen Telecom & World Call are the Fixed Wireless Telephone competitors of V-PTCL.

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BRIEF INTRODUCTION OF SUBSIDIARIES

UFONE

Launched on January 29, 2001, Ufone is growing cellular operator in Pakistan. Ufone services are offered to you by Pak Telecom mobile Ltd., which is a 100% owned independent subsidiary of Pakistan Telecommunications Corporation Ltd.

U-fone has been a highly successful venture both in terms of subscriber uptake and coverage. With fastest expanding coverage, unmatched product leadership, and consistent focus on customers, Ufone has emerged to be the most prominent player & has 2nd largest customer base in the market in the short span of its operations.

Current Situation of Ufone

Ufone has started Sales in all the major cities of Pakistan which include Karachi, Lahore, Islamabad, Peshawar, Rawalpindi, Kohat, Jehlum, Quetta, Sialkot, Faisalabad, Multan, Sukkur, Gujrat, & Gujranwala including 1500 other small towns across the country. New Connections are available at all ufone centers and authorized dealers for just Rs. 50/ which includes Rs. 150/ of airtime. U-fone is in process of starting the sales of connections in a large number of other destinations across Pakistan. This expansion will also result in increase of Ufone coverage in many additional cities and highways. Total User Base of U-fone U-fone is currently enjoying 20.53% user of Pakistan mobile industry. It means U-fone has 17,800,424 subscribers.

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Main Features Both postpaid and prepaid Ufone subscribers can enjoy any/ all Ufone services including MMS, Ufone Internet, Global SMS, and Pocket Stocks etc. In order to use any of the GPRS based services just call 333 and activate your GPRS subscription.

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Multi Media & Broad Band (Phone n Net)

Formerly Paknet Limited a fully owned Subsidiary of Pakistan Telecommunication Company Limited (PTCL) is now merged in PTCL as Multimedia & Broad Band Region. It was formed in March 1999 and started commercial operation in January 2000. It is now the biggest Internet Service Provider of the Country. Besides Internet this region also provides data communication services like Clear Channel data links, Frame Relay and Digital Circuits on Optical fiber cross connect systems etc. PTCL was running its Internet Division through its region by the name of Public Data Network (PDN). On December 1999 the PDN region was dissolved and all the assets and Liabilities were transferred to Paknet Limited. Paknet made a fresh start with an Internet customer base of 6000 as of January 2000 and successfully achieved the target of its first year business plan of 50,000 Internet customers. Now it became Multi Media & Broad Band Region which currently has a customer base of more than 130,218 (Mar
31, 2008).

The Company commenced its business in January 2000 with a balance sheet size of over US $ 7.0 million. Currently it has a revenue base of approximately US $ 5.0 million per annum and is most likely to double in the next fiscal year keeping in view the market demand of Data products and expansion plans of the PTCL. In near future PTCL is introducing a new IPTV service for its valued customers.

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COMPETITOR OF PTCL
There is no meager competitor of PTCL in landline but with the growth of telecommunication industry of Pakistan competition increasing specially in mobile phone sector. In total there are more then 800 million subscribers of mobile phone. There are 03 big players in mobile phone industry but 3 of them are the competitor of PTCL: Mobilink Telenor Warid Tel

Other players in Land Line industry:

Operator Customers

NTC 103,059

Brain Limited 7,376

World Call 11,347

Union Communication 3,500

Naya Tel 13,500

Mobilink
Mobilink is a largest mobile phone company of Pakistan. Mobilink is currently having more then 31,958,597 users base which is the 36% of total cellular industry of Pakistan. Mobilink is basically competing Ufone which is subsidiaries of PTCL.

Telenor

Telenor is another cell phone company it have 17,841,074 subscribers which is 20 % of total mobile industry.

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Warid Tel

Waridtel is also providing cell phone facilities in Pakistan. Waridtel having more then 15,114,678 subscribers which is 17% of Pakistan mobile industry.

NEW COMPETITORS
Other than mobile & land line PTCL is facing competition in F.W.T (Fixed Wireless Telephone) product market. Below are the major competitors.

Telecard World Call

501,680 468,335

This has added competition for PTCL (1,245,639) in WLL (Wireless local Loop) field.

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BRIEF ON MY INTERNSHIP WORK

During my internship at PTCL I worked in fallowing department of PTCL

Marketing department Customer Care & Customer Services department HR department Revenue department

Now we move department wise and give brief introduction of each department, and I will explain the work flow of these departments.

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Marketing Department is called a revenue-generating department of an organization. Marketing Department undertakes market research and gives feedback to management about customers needs and wants on the basis of which, products and services are developed and positioned to give value to the customers. Thus Marketing department of an organization plays a pivotal role in its business development, growth & expansion. During my internship I worked with PTCL marketing department. Through working there I gain so much practical knowledge that will help me during my practical life. For understanding the work flow and the operation of the department we have to move in certain manner. We have to look the key operation the structure of the department and in the end the focus will be on the critical analysis.

So we will move in the pattern describe below: Marketing strategy of PTCL Market segmentation of PTCL Marketing mix of PTCL Promotional strategy of PTCL

1. Marketing Strategy of PTCL

For understanding the marketing department work flow and its function we must have clear picture of the PTCLs marketing strategy. For developing clear understanding of marketing strategy of PTCL there is no one line statement or clear vision of marketing

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Internship Report department so we have to move traditionally .Classically, Marketing has been all about the four Ps: Product, Place, Price and Promotion. The marketer identifies a target market, defines the product and Pricing to appeal to this market and a strategy to deliver the product to the market. Thus the marketer is the steward of the value proposition, ensuring that the firm is delivering maximum value to its customers.

We will briefly discuss below the marketing strategy, product planning, development & management, Pricing strategy, distribution strategy and promotional strategy: Marketing Strategy Normally, a marketing strategy identifies the target markets, the desired position in each market and the marketing mix that will persuade those target markets to part with their money. Market is targeted through market segmentation. Segmentation can be done on four types i.e. Demographic Segmentation (age, gender, race/ethnicity, household type, home ownership, education, employment, income etc.), Geographic segmentation. Positioning oneself by product can do positioning differentiation, positioning by product usage, positioning against a particular competitor, positioning against an entire product category, positioning by association and positioning by problem, Marketing Mix includes Ps i.e. Product, Price, Promotion and place. TARGET MARKET PTCLs 80% revenue comes from just 20% customers, who are corporate customers and other big and small business organizations. The main focus of PTCL marketing efforts is on retaining and satisfying that 20% chunk of key customers at any cost. For this purpose, PTCL is now established Corporate Customer Services Centers in major cities to take care of these vital customers. Apart from these important customers, PTCL targets general public and other small business companies for sale of its landline telecom services like telephone, fax, Internet, as well as other services like CLI, VMS, and Digital Facilities etc.

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2. Market Segmentation
Basically PTCL segmented its market on two bases To better implement customer services features, segment the market on a customer basis: Corporate Resident ional

on the basis of services as: Telephony Data Video

PTCL has segmented its market for its services and products to effectively deal with its customers. Some of its services like Universal Access Number, Co-Location centers and virtual private network are specially targeted at corporate customers and business concerns. The other services like new telephone connections, digital services etc. are meant for mass market. The services like Internet, fax facility etc. are targeted at both the corporate and general customers. POSITIONING STRATEGY As PTCL is the sole provider of the landline telecom services in the country; it is the market leader in providing these services because there are no competitors to challenge its market leader status. Thus presently PTCL is facing no problems in positioning its services in the market as a market leader because it enjoys monopoly in the industry. However, with the deregulation of telecom sector PTCL is gearing up itself to maintain this market leader position, on the other hand competitors are doing to challenge it.

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Service vs. Customer Matrix

S.#

A. 1 2 3 4 5 6 7 B.

A. 1 2 3 4 5 6 7 B.

Type of PSTN UAN Tele. 0800 0900 VPN PPCC VOIP Customers M BASIC TELEPHONY & VALU ADDED SERVICES CORPORATE Companies Y Y Y Y Y Y ISPs Financial Institutes Y Y Y Y X Data Operators Y Special License Y Govt. Y Y Foreign Missions Y Y RESIDENTIAL Y Y DATA DXX PRA BRA UIN VOIP CATV Co.Loc DSL CORPORATE Companies Y ISPs Y Y Y Financial Institutes Y Y Y Data Operators Y Y Special License Govt. Y Y Foreign Missions Y Y Y Y RESIDENTIAL Y Y Y

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3. MARKETING MIX Product Planning:

In PTCL, so far products had been planned and developed by the engineering department and marketing professionals had no role in product planning as there was no marketing department in the Company. But now marketing professionals have been inducted in the Company and they will definitely have a close coordination with engineering department in planning and development of products to satisfy customers desires. It should also be kept in mind that PTCL is a technical organization enjoying state-of-the-art telecom technology. The services offered by PTCL are built in the technology and with the passage of time; PTCL rolls out these products in the market. even many products, which have become obsolete in developed countries, are launched as new products by PTCL. But we cannot deny the fact that being monopolist, PTCL is depriving customers of many digital services that are available free in many other countries. However, as the Marketing department has been established now, it is expected that in future there will be close coordination and liaison between marketing professionals and engineers for planning and developing customers oriented products. PTCL is also in the process of hiring brand Managers to manage its different products in a thorough professional way.

Pricing Strategy:
Being a government organization, PTCL is not authorized to determine the prices of its products itself, the Telecom Regulator Authority viz. Pakistan Telecommunication Authority (PTA) fixes the prices of telecom services. The process is such that whenever PTCL intends to increase or reduce the rates of its services, it submits its Proposal to PTA for approval. PTA then calls consumers representatives, journalists and other interested groups for discussion on the proposal. After listening to the viewpoints of all the interested parties, PTA gives its decision. If PTA approves PTCLs proposal, the new rates are enforced. It may be mentioned here that telecom technology is only

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Internship Report technology whose rates are on the decline with the passage of time. PTCL also rationalizes its tariff with the passage of time. Tariff rationalization process started in 1997 as part of GoP Telecom Sector policy for privatization of this sector. It was mainly focused on rebalancing the domestic process like NWD, international, local call, line rent etc. Rebalancing is completed by the end of 2003 (as per Tariff rates) with the objective to position PTCL for competition.

4. PROMOTIONAL STRATEGY PTCL is using following components of promotional mix for the promotion and Publicity of its product/services. Advertising:

In promotional mix, PTCLs main stress is on advertising in print and electronic media. PTCL periodically places its advertisements in print media on services like H/Qs hotline 0800-44544, Caller line identification (CLI), Voice Messaging Service, Digital Facilities, PTCL Prepaid Calling Cards, Inquiry 17, Complaint 18, phone bill cards prepaid telephone etc. to remind the customers of these services. Sometimes, corporate ads are also released to print media to mark special occasions. PTCLs Commercials on Prepaid Calling Card, CLI, Voice Messaging, Digital Facilities etc. are also broadcast immediately on electronic media as reminders to Customers.

Sales Promotion: PTCL charges 1/3rd rates on national calls from 06:00 pm 07:00 am and local calls are free from 11:00 pm to 06:00 am to promote the usage of its telecom network. Moreover, PTCL offers special rate packages on special occasions like Ramadan Package and EID package, which offer customer reduced rates for specific timings. For Example, In EID Package PTCL charges half rates from 6:00am - 6:00pm and quarter

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Internship Report from 6:00pm 6:00 am to attract customers to use its telephone service. These rates result in increased revenue for PTCL and also facilitate the customers to talk to their near and dear ones on these special occasions on affordable rates.

Personal Selling:

As PTCL is enjoying monopoly in fixed-line telephony, the Company has no Professional sales force because the company has not felt any strong need to use the Services of a sales force for increasing the sale of its products. At the moment, PTCLs Customer Services Centers are playing the role of sales outlets. Customers can make telephone calls; send fax messages from these Customer Services Centers. They can also get connected their telephone bills and get duplicate bills from these outlets. However, with the establishment of Marketing Department in PTCL, The marketing professionals are now in the process of inducting professional sales force for the company.

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CUSTOMER CARE & CUSTOMER SERVICES DEPARTMENT

PTCL has established its Customer Services Department at different levels the overview of the said department is as follows.

Corporate Customer Care Center Customer Services Centers Toll Free Help Lines

Operation Region Level Tehsil Level For Complaint & Enquiry

Now we briefly introduce the functions of these: Corporate Customer Care Center To facilitate Corporate Customers PTCL has established Corporate Customer Care Centers at all Operation Regional Head Quarter Level, in all the meager cities country wide. The Corporate Customers can get their problems resolved under one roof in a one window environment by dialing UAN 111-20 20 2. The Customer Relation Officers register the complaints & forward these to the related office. Customer Services Centers To facilitate consumers PTCL has established Customer Services Centers at all Tehsil Level cities/offices. Here the consumers can use Fax Facility, Voice Telephony for Local/NWD/ISD dialing. On divisional Offices Level duplicate phone bills may also be obtained from C.S.Cs. Toll Free Help Lines PTCL offers state-of-the-art call center network to its all type of valued customers for convenient frequently asked Questions, Complaints regarding their services, T/No enquiry. The following three Toll Free T/Numbers are available for this purpose.

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Internship Report a) 1236 (Service Activation)

This toll free No is used to change the tariff packages of land line, WLL (V-fone), PTCL phone n net service activation, & for Broad Band customers. The service activation is electronically ordered & activated within 24 hours through concerned department. b) 17 (Telephone Directory)

This facility is also Tol Free & is used to obtain the telephone numbers of some specific subscribers (College, Govt. offices, Private offices etc.). This is centralized & is being used as Telephone Directory. c) 18 (Land Line Complaints)

To register the faulty Telephone complaints PTCL has established a Toll Free No 18 where a computerized central node is used to register & rectify the consumer complaints for land line numbers.

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REVENUE DEPARTMENT
The revenue generated by the marketing department through selling the company services/products is collected by the Revenue Department. The roles played by the Revenue Department are following. i. ii. iii. iv. Bill Printing & Distribution. Issuance of Duplicate Bills. Error correction of Bills. Collection of defaulter amounts.

Bill Printing & Distribution The printing is basically carried out by regional billing computer center at every regional headquarter. These printed bills are handed over to Post Office after sorting & stapling by the Assistant Revenue Officers staff at Distt level. Issuance of Duplicate Bills In case of missing or damaged bills received to customers the correction is also Revenue departments responsibility. For this purpose the revenue office deputes its staff for each Tehsil level PTCL office during the bill payment dates normally from 18th to 30th of each month. Error Correction of Bills In case of late payment or any other discrepancy due to missed collection by banks the previous amount is also included in the new bill. The revenue office is responsible for such kind of correction. Collection of Defaulter Amounts The amounts defaulted by the customers or the bad debts are also collected through revenue department. Each Telecom Recovery Inspector (TRI) is assigned a target of bad

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Internship Report debts collection on monthly bases. Now a days as incentive is also offered on more than 100% recovery each month.

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SWOT ANALYSIS OF PTCL

Now we move towards the most important part of the internship report the SWOT analysis after working 2 month in the company I find some critical issues about PTCL. After carefully analyzing these true issues of an organization now I am able to understand the organization in right way so at the end of my report I will go for SWOT analysis of PTCL.

STRENGTH
PTCL enjoy monopoly State of the Art International Gateway Exchanges & Satellite Earth Stations large earnings good quality international connectivity Customer Base of over 4 million Government support These are the few basic strengths of the PTCL now we look each one in isolation. PTCL Enjoy Monopoly PTCL is sole provider of land line services in Pakistan .so there is no competition regarding their basic service. it means that there is a monopoly of PTCL. International Submarine Cables High Capacity National Fiber Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of Country Network Strong Platforms & Exchanges for Value added Services Access Network & Customer Base of over 04 millions

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Internship Report State Of The Art International Gateway Exchanges & Satellite Earth Stations PTCL have largest net work with its state of art technology and new digital exchanges. These are the few important characteristics of PTCL network. International Submarine Cables High Capacity National Fiber Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of Country Network Strong Platforms & Exchanges for Value added Services

Large Earnings As described earlier that PTCL with more then 4 million users having greet revenues this is another strength of the company Government support As you know PTCL is government organization so it has great support and it is strength for PTCL.

WEAKNESS
Image Government organization Image Lack of customer focus Image Outdated people and technology (perception) Lack of aggressive marketing Lack of customer services Ambiguous management style Lack of corporate culture Social responsibility

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OPPORTUNITY
Growth in telecommunication industry More aware and technology understanding consumer a base that is growing at a fast rate Market open for more number of products less dependence on single category or product Opportunity to introduce High Value Added Products / High margin products for the new, more aware consumer Time to establish brand loyalty, Pre-empt competitors, co-opt partners, invest in technology and networks

THREATS
Internet Telephony & other rapidly evolving technologies Expected competition due to the deregulation in December 2003 New technologies Efficient operators International players, reduction in settlement rates, Migration to satellite and cellular telephony

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My Project

STAFF ROLE OF THE HUMAN RESOURCE DEPARTMENT

The Human Resource department of the company operates in an auxiliary, advisory, or facilitative relationship to other departments in the organization. Any staff unit, whether it be personnel or otherwise, exists to help the line effectively. It has been created in the first place to take advantage of specialized talent and knowledge. The H.R department of the company generally performs the following roles: Policy Initiation and formulation Advice Service Control

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POLICY INITIATION AND FORMULATION

The SEVP of the H.R. Department is the individual most actively involved in policy revision to cover recurring problem or to prevent anticipated problems. Ordinarily these are proposed to the president of the company, and it is up on the latters authority that the policy is actually issued. When proposing a new or revised policy the personnel director must analyze problem that have occurred in the past, survey other companies to determine how they handle similar situations, discuss the matter with colleagues and subordinates and give due consideration to the prevailing philosophy in the organization.

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ADVICE
A major portion of the activities of those engaged in staff personnel work is in the nature of counsel and advice to line manager. Countless examples can be given. A shop foreman may be confronted with a grievance over distribution of overtime. Another foreman may have the problem employee who he feels should be disciplined or even suspended. At the time of the annual review of all salaried personnel for possible pay increases, the operating manager plays a key role in advising operating manager on the administration of the program. An apparent concerted slow down may occur in the assembly department. It may have been instituted by the union in retaliation for the cutting of piece rates the week before. How should production supervision handle this situation.

The H.R. Managers and their staffs are expected to be fully familiar with H.R. policy, the labor agreement, past experience and the needs and welfare of both the company and the employees in order to develop a sound solution. Successful personnel specialist must be people centered. They must be feeling sensitive, wants, and motives of other people. At the same time they must continually be cognizant of their obligation to preserve the structure and functioning of the organization. In fact, this really is the essence of H.R. management. Management must seek to so direct and coordinate the efforts of the people that the goals of the organization are achieved while at the same time providing need satisfactions for the members of that organization.

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SERVICE
The service responsibilities of the H.R. department are apparent when one examines such things are as the employment, training, and benefits functions. The tasks of recruiting, interviewing and testing job applicants are performed in the H.R. Dept. Training programs are planned, Organized and often staffed through the H.R. Dept. H.R. Dept must see that adequate instructional materials and facilities are available. Once pension and insurance programs have been setup, all claims must be through the H.R. Dept. The maintenance of adequate employee records is a service function that permeates all functional specialties within the personnel field.

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Control
The H.R. Dept carries out important control functions. It monitors the performance of line department and other staff departments to ensure that they conform to established personnel policy, procedures, and practices. The control function of the personnel department is quite comparable to the activities of a quality control group that measures product variables to ensure conformance to engineering specifications or to the activities of the auditing staff that inspects accounting records to ascertain conformance with prescribed standards.

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HUMAN RESOURCE DEPARTMENT FUNCTIONS

H.R. Management activities are carried on both by the staff H.R. Dept and by operating management in the course of directing the activities of the work force. Variation from the pattern described may occur in particular companies because of special circumstances. This function includes recruitment, selection, and induction into the organization. The initial decision to add someone to the payroll is made by line management. It is also its responsibility to determine the content of the job to be performed and the employee qualifications necessary to perform the job satisfactorily. Very commonly, statements of job content and employee qualification have been previously worked out jointly between line management and the H.R. Dept. These are recorded in the form of job descriptions and job specification. The H.R. Dept must develop and maintain adequate sources of labor. It must set up and operate the employee selection system, which may include interviews, selection tests, a medical examination, and reference checks. Quite commonly the role of the H.R. Dept is one of screening with the final decision to hire or reject being made by the supervisor who requested the new employee. However, in the case of large-scale hiring program of unskilled or skilled workers, the H.R. Dept is commonly granted full and final authority to make the hiring decision. The new employees supervisor bears important responsibilities for introducing his/her to the new work environment. This is often called orientation.

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President of PTCL
SEVP HR

GM HR H.Q

GM HR SOUTH KCH

GM HR NORTH RWP

* GM HR CENTERAL

GM LABOR

GM TRAINING

RELATIONS

S.M TRAINING HRP REGIONAL MANAGER HR

S.M TRAINING LHR

S.E TRAINING R.T.T.S LHR OFFICE STAFF TO R.M HR S.E TRAINING RTTS MULTAN

S.E TRAINING RTTS KARACHI

S.E TRAINING RTTS ISLAMABAD

H.R MANAGEMENT HIERARCHY AT PTCL

* The staff tree for other GMs HR (South, North) is also same as per GM HR Central.

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TRANSFER, PROMOTION, LAYOFF

For these tasks the H.R. Dept serves primarily in a coordinative capacity. When employees are moved from one department to another either because of the needs of the business or because of individual requests, the personnel records may be studied to ascertain that they posses the requisite skills. Layoffs typically are processed by the H.R. Dept to ensure that the proper order of preference is followed. This can become complicated of combinations of jobs, departmental, and plant wide seniority rights must be observed. When a vacancy occurs in a position, it may be filled by promotion from within or by direct hiring from outside the company. This decision is often made jointly between the H.R. Manager and the executive in change of the department where the vacancy has occurred. Many companies may establish policies to cover matters of this type. The actual final decision as to which candidate is chosen for the promotion is largely made by the executive in whose unit the vacancy has occurred.

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TRAINING AND DEVELOPMENT

On-the-job training and coaching are performed by the line supervisor or by a specially designated employee who acts in the role of an instructor. It is the responsibility of the personnel industrial relations group to determine training needs in cooperation with the line management. Once the needs are established, the personnel training specialists must design a program to accomplish the desired results. If the program takes the form of in service class room courses, it usually is administrated by H.R. Department. Coaching, performance appraisal, and post appraisal counseling, job rotation, understudies, and special broadening assignments are largely executed by operating managers but coordinated by a central H.R. Dept. PTCL has established its own training facilities as detailed below:

Telecom staff College Hari Pur Telecom Staff college Lahore Cantt.

The regional level staffs training schools are also involved for extending training facility to all the staff members of the organization, based at regional headquarter level such kind of Regional Telecom training schools are R.T.T.S Lahore R.T.T.S Multan R.T.T.S Faisalabad R.T.T.S Karachi R.T.T.S Islamabad etc.

The types of training being offered are: o Initial training for the new staff generally 03-06 months as per designation at T.S.C Lahore/ Hari Pur. o Refresher courses for existing employees. - 53 -

Internship Report o Promotion training courses. o Special emergent technology trainings. o Some times PTCL also sings contracts with its suppliers/vendors for foreign trainings.

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COMPENSATION ADMINISTRATION
The work of designing and installing a job evaluation program is handled, for the part, by the H.R. department with some consultation with line managers. The decision to adopt a particular pay structure with pay grades and fixed minimums and maximums for the grades is a top management responsibility. The day-to-day work of analyzing jobs, evaluating their worth according to a formal job evaluation plan, and maintaining suitable records is are H.R. dept. functions Periodic wage are conducted by the H.R. dept, but any firm decision to rise or change the entire schedule is particularly always reserved for the chief executive officer of the organization. Following three types of compensation packages are being served to PTCL staff. N.B.P.S (National Basic Pay Scale) N.C.P.G (New Compensation Pay Grades) N.T.C (New Terms and Conditions)

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HEALTH AND SAFETY

A significant part on occupational health programs is the identification and control of agents within the working environment that can cause occupational diseases. Some agents may be gases, dusts, fumes, toxic chemicals and metals, noise, heat, radiation, biological substances and stress. Industrial hygienists are employed to identify and control such hazards to health. Other important elements of an employee health programs are pre-employment medical examinations, periodic examinations for those working on jobs having exposure to occupational disease-causing agents, rendering of first aid, treatment of minor ailments such as colds and headache, and providing health education information. Small companies typically hire physicians, nurses and industrial hygienists only on the consulting and part time basis. Large firms tend to be staffed with full time personnels in these areas. The safety program is directed toward the prevention of work injuries. The main elements are engineering, education and enforcement. PTCL is offering both its own medical facility setup & the private hospitals on its panel. The miner health problems are dealt by PTCL own medical facility/staff & other in which patient is to be admitted or operated are forwarded to the panel hospitals. PTCL also offers reimbursement of expenses to the remote areas staff as they can not reach to PTCL hospital in any emergency.

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DISCIPLINE AND DISCHARGE

Discipline has two principal meanings. In the first sense it means training that molds or corrects. This means the achieving and maintaining of orderly employee behavior because the people understand and believe in the established codes of conduct. The second meaning of the term discipline refers to punishment of wrongdoers.

The H.R. department commonly assumes the responsibility for formulating the list of necessary rules together with the range of penalties for each offense. Frequently this list of rules and penalties is discussed and cleared with high-level line management before it is issued and communicated throughout the organization. These rules are called terms and conditions formerly known as Employment & Discipline (E&D) rules.

Most commonly, actual approval by the H.R. department has to be obtained before and employee may be discharged. The reason is that discharge is a very serve penalty and should be used only when a very clear case can be shown. In addition, it is especially vital to achieve companywide uniformity in the handling of such cases.

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LABOR RELATIONS
When a union has been certified by the National Industrial Relations Commission N.I.R.C, as the result of an election, as the sole and exclusive bargaining agency (C.B.A) for the employees, then management must bargain with it in regard to wages, rate of pay, hours of work, and other conditions of employment. The principal tasks involved in handling labor relations are contract negotiation, contract interpretation and administration, and grievance handling.

The H.R. department plays very significant role in labor-management relations. The director of industrial relation usually serves as a key member of the bargaining team often acting a chief management spokesman. In operating on a day-to-day basis under the terms of the labor agreement, line supervision often finds frequently occasion to consult the H.R. department regarding such matters like allocation of over time, handling of transfers and layoffs, and the application of contract work rules.

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BENEFITS AND SERVICES

Included under this category are pensions, group life insurance, hospital and medical insurance, sickness leave pay plans, supplemental unemployment compensation, loan funds, credit unions, social programs, recreational programs and college tuition refunds plans.

The actual decision to establish or to expand these programs is nearly always made by top line management upon the advice and consultation of the H.R. department. The actual design of pension and insurance programs requires a great deal of technical knowledge. These programs are generally worked out in conjunction with insurance companies or insurance consultants. After these plans are installed, the day-to-day processing of claims is handled by the H.R. department

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ORGANIZATION DEVELOPMENT
Organization development is a general approach for improving the effectiveness of an organization that utilizes a variety of applied behavioral science methodologies. Among the objective of the OD are to increase the level of trust and supportiveness among people in the organization, enhance interpersonal skills, make communication more open and direct, directly confront problems and to tap the knowledge of all who can contribute to problem solutions wherever they may be in the organization.

Consultants are often involved in OD work they work jointly with management to collect data, diagnose problems and work of solutions. Typical kinds of OD activities are interventions or confrontation meetings, team buildings, survey field, back conflict resolution, laboratory training and managerial grid exercises and projects.

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HUMAN RESOURCE PLANNING

Another new function that has emerged in recent years in human resource planning (also called manpower planning). Sometimes a specific person or office has this as its primary responsibility; more commonly the responsibilities are shared by several people within the corporate personnel unit. Human resource planning is the process by which is a firm insures that it has the right number of qualified persons available at the proper times, programming jobs that are useful to the organization, and which provide satisfaction for the individuals involved. The principal elements involved in human resources planning are as follows:

1) Goals and plans of organization. 2) Current human resource situation including skills inventory. 3) Human resource forecast including comparison of projected future demand for employees with projected supply. 4) Designing programs to implement the plans. 5) Audit and adjustment.

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EQUAL EMPLOYMENT OPPORTUNITY

Very commonly the Senior Executive Vice President (SEVP HR) in the company bears the major responsibility for insuring that the organization complies with the various equal employment opportunity laws and regulations. She or he often delegates the dayto-day detailed administration to someone within the H.R. department who either specializes in this field of work or who performs these duties along with others department such as the employment function. Usually the Chief Executive Officer (CEO) of the company, whether she or he is called the chairman/chairperson of the board or the president, plays a key role in the formulation and implementation of equal employment policy.

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PERSONNEL INFORMATION SYSTEM

Today, many organizations have staffs of people trained in mathematical analysis, computers, and management information systems. Some companies have applied these capabilities to personnel work. Among the applications have been human resources planning, skills inventories, employee benefits analysis, and productivity studies.

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HUMAN RESOURCE DEPARTMENT OF THE PTCL:

The PTCL has won repute in the field of land line & WLL services for the domestic & commercial customers .It has been achieved only due to the proper and exact functionality of the Human Resource Department .The Head of the Human Resources Department is the SEVP and his team comprises of EVPs & General Managers of different zones . The Human Resource Department may advice the administration and the board of directors on special issues of the company and then it offers services in order to accomplish the task. The human resources are the ultimate deciders provided by the Human Resource Department. It not only gives advice, offers services but also control the policies of the administration.

RECRUITMENT:
The department first determines the need of employees to be hired .The post against each vacancy is advertised and then the applications are invited from the applicants .If there is a post of manager cadre; the SEVP personally is the interviewer of the interviewees along with his team.

TRAINING:
Then the qualified candidates undergo a training period under the banner of Human Resource Department .There are Telecom Staff colleges at Lahore & Hari Pur. Then the specified persons are appointed against each specified post so the best results are expected and hence the performance and good will of the PTCL is increased.

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TRANSFER:
Human Resource Department of the company also deals with the transfer of the employees because the Human Resource Department knows the demands of the job and the right person is employed over the right place by transferring him to that post. Health and safety matters are also handled by the Human Resource Department in the organization. As there are no apparent dangers to the employees and customers hence it is the responsibility of the Human Resource Department to see through the matter.

EVALUATION:
The employees are then properly evaluated by different evaluation criteria and procedures in order to motivate them and to enhance the performance .The job appraisal system comprises of different questionnaire depending upon which the whole system is forwarded.

UNION:
The union plays an essential part for the labor management relation .It bargains with the management in the light of the demands of the employees .It is the responsibility of the Human Resource Department which holds the formal talks and the negotiations between the parties. Human Resources Department is also responsible for the dealing with other organizations running the same business. Discipline and discharge is the necessity of each organization and it is maintained by the Human Resource Department of the company. If an employee is creating problems for the administration for nothing, he may be warned and depending upon the severity of the matter and allegation he may be suspended and even terminated.

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WORK PLACE TRAINING:

The work place training or on job training (O.J.T) is the key factor of the policies of the Human Resources Department .As the company is public dealing entity so the work place training is the integral factor for the good will and the status of the policies and services of the company.

REFRESHING COURSES:
The refreshing courses enhance the potential capabilities of the staff and the performance as well. The refreshing courses are conducted by Regional Telecom Training Schools (RTTS) and some times by Telecom Staff Colleges & are attended by the staff members on the recommendations and behalf of the H.R. Department. Refreshing courses are for the managerial and Technical staff. So they are equally and firmly evaluated and enhancement of their capabilities is achieved.

PAY PACKAGES:
The packages are also determined by the Human Resources Department. These are determined on the basis of performance, ACR, qualification and seniority. It has comparatively low pay packages yet good ones. The managerial posts are filled directly by the Human Resource Department. On the other hand the Technical Lower and mid level supervisory staff is hired by the means of: 1) Direct Hiring. 2) Promotion on seniority bases.

The promotions are on the seniority cum fitness basis .So the qualified and the efficient workers are supposed to come up to the top. Human Resource Department also deals with the retention and firing of the employees. In case of deceased employee, one of his children gets the job in the company according to his qualification. According to qualification and skills it ensures the employee benefits.

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Internship Report More over the Human Resource Department also cares for the old age benefits of the employees .It is obvious that the Human resources Department is of key importance and is playing a complementary role in the development and promotion of the company.

INFORMATION TECHNOLOGY:
The information system is the core of the operating of the each and every organization. It helps in the policy formulation and the running of the business affairs properly by providing the 1st hand and accurate information. The whole Human Resource Department functionality depends upon the information system. Better the information system, better the Human Resource Department. The company is now in a process to develop its own HRIS system so that it may have good information system and be able to serve the employees as well customers through Human Resource Department efficiently and effectively.

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CURRENT HR ISSUES OF PTCL

PTCL offered VSS (Voluntary Separation Scheme) to its regular staff.

Under this program, all regular status employees under the age of 58 as of 15 November, 2007 are eligible to participate in this PTCL VSS. Employees interested in opting for VSS will have 60 days from the announcement date of 15 Nov, 2007 to complete and submit the enclosed Option/Wavier Form to the VSS Support center using the enclosed pre- addressed & pre-paid envelop. If an employee choose not to opt for the VSS & remain at PTCL under the current terms of employment. The VSS is completely voluntary. Employee decision either to participate or not to participate is voluntary at his will. Additionally PTCL established a VSS support center to assist employees in the decision making process. The support center staffed with Support Officers that can help employees understand his individual VSS package & answer any questions he may have. The support center remained available through out the VSS program rollout, Monday to Thursday 08:30 AM to 05:00 PM Friday 08:30 Am to 12:30 PM (Break 12:30 PM to 02:00 PM) Saturday 08:30 AM to 03:30 PM by calling toll free number 0800-13531. ^ E-mail: {vss@ptcl.net.pk}

ACHIEVEMENTS THROUGH VSS PROCESS

a) Decrease in Surplus/Not needed staff by 29979 staff members of all categories. b) Decrease in future staff pays payments by almost 40% each year. c) Opportunities open for new highly qualified/trained staff. d) VSS will help PTCL make corporate image better. e) Ratio of staff with respect to the working capacity will improve up to 1570 Lines/employee. - 68 -

Internship Report

VSS Process & TimeLine

VSS Announced

Employees Acknowledge Receipt of VSS notification No later than 26 Nov, 2007

Employees calls VSS Support center to report Errors in Personal information No later than 1st Dec, 2007

15 Nov, 2007

Employees Submit option/Waiver Form to Accept or Decline VSS Post Marked No later than 14 Jan, 2008

Employees Call VSS Support center to confirm Receipt of Option Form After 15 days of submitting Form

PTCL Management Reviews & Accept or reject Applications Within 30 calendar days of Receipt of Option Form

Employees Receive Letter of Acceptance or Rejection Postmarked No later than 24 Feb, 2008

PTCL Management cuts Settlement Cheque

Employees Submit Completed off Boarding & or Pension paperwork No Later than 15 days After VSS Acceptance

No Later than 4 April, 2008

- 69 -

Internship Report

WEAKNESSES:
The Human Resource Department is not up to the mark for the proper appraisal system of the staff. The policies of the company are determined by the board of directors in accordance with the H.R. Department. However there are certain policies in which the Human Resource Department is dependent on the Ministry of IT & T Govt. of Pakistan Employees have developed a psychology that promotion criteria & procedures of the Human Resource Department of the company are not justified. The quality of service in areas is much poor hence creating the problems for customer. Human Resource Department is lacking employee training centers. There are only two Staff colleges. On the other hand the training opportunity is not provided to all the staff equally. If an employee wants to study during the job, he has to take approval from the Human Resource Department of the company; there are certain bottle necks for taking such approval. The management also never encourages employees for enhancing there qualifications/technical skills. The staff did not get any benefit for their higher qualifications in the shape of promotions or pay increments. Proper evaluation of the employees is not in the normal functioning of the company. Refreshing courses are on & off, not timely and frequently.

- 70 -

Internship Report The proper information system is not in progress for the Human Resource Department. The automation process by the Human Resource Department is slow hence delaying the functioning of the company.

Human Resource department lacks trained & related qualified staff and it is very difficult for the SEVP Human Resource to do the right things for the organization and it takes much time for normal working of the organization.

- 71 -

Internship Report

RECOMMENDATIONS
The Human Resources should take less time in recruitment and training the staff. Highly qualified & trained staff may be deputed in HR department. Refreshing courses should be adequate and more frequent during the year. The promotional criteria by the Human Resource Department should be defined and be as per rules. More training centers should be established. If there is lack of resources, it is difficult, the training centers of the other organizations in the same capacity can be utilized by determining the terms and conditions. During the training by Human Resource Department the ethical values should be more emphasized. The proper and competitive evaluation of the methods and procedures adopted by other competitors will enhance the performance of Human Resource Department. This is the era of Information Technology. The functions and procedures of the company should be converted from manual to the automatic. It will enhance the performance & accuracy of the Human Resource Department and ultimately of the company. Human Resource Department should allocate resources for this purpose. Human Resource Department may advice and train employees for one window operation in order to reduce the time and conserve the resources. Agents for the promotion of the company policies and to facilitate the customers by the Human Resource Department may be appointed with proper check and balance system. Pay packages may be revised in the light of profit earned by the organization.

- 72 -

Internship Report

CONCLUSIONS:
No doubt PTCL is enjoying monopoly but the time is came when competition will force company to change its policies to become favorite telecom service provider in the market & keep its current place & customer base. The actual working substances are the human beings .It goes with out saying that Human resources are the most important in the organization and so does the Human Resource Department .It integrate all the activities and functions of the company like job analysis, recruitment, staffing, training, designing compensation package, employees appraisal system. Human Resource Department plays the key role in the hiring, retention, motivation and promotion of the employees .Actually it assign the specified duties to the specified persons in this age of specialization. Human Resource manager should be well versed and confident in his field. He should be humane, well natured and have go face reading capabilities .All this ensures his success. He should be of the notion victory is not everything, but the way of fighting is.

- 73 -

Change of Address

Customer Request

Not Verified Customer Verification

Verified

CRS save the balance and Change the Address in Both System (CARES & Single View)

NIC Name of Owner Fathers Name Address Ph No. References

CRC Send Document With Log in which he writes Address or May be Reason

Bills Late Receive / Not Received/Return

Customer Request

Not Verified Customer Verification

1. Address is right, 2. Post is received if yes then who is received give the name of this person. 3. Address is right But Not Located by Post man

Verified

CRC Check the Reason of Problem NIC Name of Owner Fathers Name Address Ph No. References

CRC provide Bill @ that time and take corrective action 1. Change the address 2. Intimate the Post office as customer request

Bill Amount Problem

Customer Request

Not Verified Customer Verification

Verified

CRC Check the Billing No Problem NIC Name of Owner Fathers Name Address Ph No. References

Problem Show the Bills or Records of calls CRC Will Make the Adjustment

Activation/Deactivation of Value added Services

Customer Request

Not Verified Customer Verification

Verified 1. If Value Added service is being offered by the PTCL. 2. Is the service already activated?

CRC check the option of package and product.

Request Reject NIC Name of Owner Fathers Name Address Ph No. References

Request accept CRC open the value added service

Change of Package

Customer Request

Not Verified

Customer Verification

Verified 1. Verify users previous payments clearance 2. What package user requested?

CRC Check the Old Package NIC Name of Owner Mothers Name Address Ph No. References

Amount is clear

CRC Change the Package and send the Log

Complaint Registration for Faulty Phone (Land Line)

Customer request (Dialed 18) Complaint registered got Complaint Number

Complaint forwarded to the concerned Eng. Ops on CFMS

Fault not rectified Carried over Fault

1.

Verify Customer Address. 2. Verify Customer Name.

T/No & customer address verification along with Nature of fault

Fault rectified By Line Man

1. Verify Cabinet /DP/Pair. 2. Verify from Switch room. 3. Locate the concerned E.S,L/M 4. Handover
the fault to E.S,L/M

Updated Data base on CFMS Online software (The fault is rectified)

Verification by CFMS by dialing customer T/No

Customer replied the CFMS by pressing 1 on his T/phone set

Customer replied the CFMS by pressing any other digit on his T/phone set

Fault Rectified T/phone is working properly

Staff Request Approval Process

Request rejected

Employee Request for

Leave

Parent SE Operation
Verify Record Leave Balance Record in Master HRIS Data Sufficient Leave Balance in Hand

Leave Balance

Zero

Forwarded to (Regional) Manager HR

Leave Approved
Leave Approved by (Regional) Manager HR

Copy of Approval forwarded to G.M HR for master record (Leave) update.

ORGANIZATION CHART OF PTCL

PRESIDENT & CEO
COMPANY SECRETARY G. M N. S. S

SEVP (I/ AUDIT)

G.M
(I/ AUDIT)

SEVP
(STATE MGMT)

SEVP
(FINANCE)

SEVP
(TECHNICAL)

SEVP
(OPERATIONS)

SEVP
(HR & ADMN) * Detail is on page 51*

SEVP
(IT)

SEVP
(CORPORATE AFFAIRS)

EVP
(Accounts)

EVP
(Finance)

EVP
(Revenue)

EVP
(Dev)

EVP
(Tech & St. Pl)

EVP
(O) H/QTRS

EVP
(O) CENTRAL

EVP
(O) SOUTH

EVP
ITT&R

EVP
I/C

EVP
(Marketing & C/C)

EVP
(Bus. Dev.)

C.E
(RRR)

C.E
(HRM&P) C.E (Co-ord) G.M (T&T) G.M
(PR)

G.M
(Finance)

C.E
Dev (LNW)

C.E (St.Plg) C.E (T&S) C.E (T&NE)

C.E
(M&O-I)

C.E
(M&O) Central

C.E
(M&O) South

C.E
(ITT&R)

C.E
(I/C)

G.M
(Marketing)

C.E
(S&E)

G.M
(CTS&S)

C.E
Dev(S&T)

C.E
(M&O-II)

G. Ms
GTR/LTR-I&II/ FTR/ CTR/ MTR

G. Ms
STR-I, II, III&V/ WTR

C.E G.M
(ITI) KR (IBD)

G.M
(C/Care)

G.M
(Admn)

G.M
(Accts)

C.E
(Proc-I)

G. Ms G.M
(Tech Audit) ITR/NTR-I&II/ RTR/OFS/HTR

G.M
(SNCR) Lahore

G.M (STR-IV)
(S&T) KR

G.M
(Software Audit&Sup)

G.M
OTR IBA

Expert
Telecom B.D

G.M **
(I&I)

C.E
(Proc-II)

MD*
(PTML)

G.M
(R&D Fund)

G.M
Legal ** Advisor C.M.O Expert
HR Telecom. (T&I)

G.M (OFS)
Mntce.

G.M
(Trg & Res)

G.M
Computer

G.M
(TRANS DEV)

G.M
OTR KR

G.M
(MM)

Expert
Data Network

G.M
(Revenue)

G.M
(IT DEV)

G.M
(FAN)IBA

Chief Inspector
(Telecom)

G. M
(ITI) IBA

Principal
(NPGIT&I)

C.E (SBD) G.M (VAS)

Expert
I/Technology

C.E

G.M
(DSR&D)

G.M Expert
B&C. Care
(Stores)

Legend: * Not included in PTCL working strength. ** Posts do not exist. Officers are working on Contract

(QA)

G.M
(TH & VOIP)

G. Ms
(Development)

G.M
(OFC)

Kr/Lh/Pe/Iba

Expert
B&C. Care

C.E
(PSP)

C.E
(Po & Reg.)

Financial Statements

Company

1/5

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

CONDENSED INTERIM BALANCE SHEET AS AT MARCH 31, 2008 (UN-AUDITED)
March 31, 2008 June 30, 2007

(Rupees in thousand) EQUITY AND LIABILITIES SHARE CAPITAL AND RESERVES Authorized Share Capital 11,100,000,000 "A"Class Ordinary Shares of Rs 10 each 3,900,000,000 "B" Class Ordinary Shares of Rs. 10 each 111,000,000 39,000,000 150,000,000 111,000,000 39,000,000 150,000,000

Issued, subscribed and paid-up capital 5,100,000,000 (June 2007: 5,100,000,000) ordinary shares of Rs 10 each Insurance reserve General reserves Unappropriated profit 51,000,000 1,749,047 30,500,000 10,899,930 94,148,977 51,000,000 1,749,047 30,500,000 27,664,217 110,913,264

NON CURRENT LIABILITIES Payable to PTA against WLL license fee Deffered taxation Employees' retirement benefits Long term security deposits from customers non interest bearing 1,725,357 16,018,903 1,213,161 18,957,421 1,601,222 2,373,223 12,289,626 1,195,784 17,459,855

CURRENT LIABILITIES Trade and other payable Short term borrowings Current portion of Suppliers' credit Taxation 22,230,925 2,804,994 708,097 25,744,016 CONTINGENCIES AND COMMITMENTS 138,850,414 152,820,860 19,259,958 2,145,948 171,581 2,870,254 24,447,741

2/5

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

CONDENSED INTERIM BALANCE SHEET AS AT MARCH 31, 2008 (UN-AUDITED)
March 31, 2008 June 30, 2007

(Rupees in thousand) NON CURRENT ASSETS Property, plant and equipment Capital Work-in-Progress Intangible assets Long term investment Long term loans Deferred taxation 73,929,729 7 9,159,750 3,087,531 7,358,572 441,069 1,109,881 95,086,532 76,191,881 10,609,483 3,230,742 7,411,776 1,174,140 98,618,022

CURRENT ASSETS Stores and spares Trade debts Current portion of loan to subsidiaries Receivable from Government of Pakistan for VSS Loans advances, deposits, pre-payments and other receivables Cash and bank balances 5,124,355 12,137,542 150,000 2,164,072 5,870,399 18,317,514 43,763,882 3,879,206 11,411,412 400,000 5,228,560 33,283,660 54,202,838

138,850,414

152,820,860

3/5

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

CONDENSED INTERIM PROFIT AND LOSS ACCOUNT FOR THE QUARTER AND NINE MONTHS ENDED MARCH 31, 2008 (UN-AUDITED)
Quarter ended Nine months ended March 31, March 31, March 31, March 31, 2008 2007 2008 2007 (Rupees in thousand)

Revenue Operating costs Operating (loss)/profit Non-operating income Finance cost (Loss)/profit before taxation Taxation (Loss)/profit after taxation

14,940,105 (11,407,143) 3,532,962 1,001,054 (135,816) 4,398,200 (1,420,865) 2,977,335

15,715,580 (11,127,000) 4,588,580 982,128 (180,772) 5,389,936 (1,886,296) 3,503,640

43,963,060 (56,940,963) (12,977,903) 3,439,540 (453,716) (9,992,079) 3,427,792 (6,564,287)

48,451,819 (33,724,102) 14,727,717 3,859,457 (326,033) 18,261,141 (6,391,217) 11,869,924

Earnings per share - basic and diluted (Rupees)

0.58

0.69

(1.29)

2.33

4/5

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

CONDENSED INTERIM CASH FLOW STATEMENT FOR NINE MONTHS ENDED MARCH 31, 2008 (UN-AUDITED)
March 31, 2008 March 31, 2007

(Rupees in thousand) Cash flows from operating activities

Cash generated from operations Long term security deposits Employee retirement benefits Finance cost paid Income tax paid Net cash inflow from operating activities

17,756,652 17,377 (20,063,838) (455,096) (2,217,469) (4,962,374)

32,825,424 (123,571) (208,445) (330,911) (5,147,344) 27,015,153

Cash flows from investing activities

Fixed capital expenditure Intangible assets Long term investments Long term loans Loan to subsidiaries Return on deposits Dividend income Sale proceeds from disposal of property, plant and equipment Net cash inflow/(outflow) from investing activities

(4,960,188) (250,497) 973,636 249,996 2,655,943 350,000 (1,034) (982,144)

(5,370,575) (9,900) (516,518) 96,473 250,001 1,842,481 402,073 39,098 (3,266,867)

Cash flows from financing activities

Repayment of long term borrowings Dividend paid Net cash used in financing activities

512,464 (10,193,138) (9,680,674)

(404,923) (13,301,924) (13,706,847)

Net increase in cash and cash equivalents Cash and cash equivalents at beginning of the period Cash and cash equivalents at end of the period

(15,625,192) 31,137,712 15,512,520 -

10,041,439 18,835,484 28,876,923 -

5/5