Human Resource Management

Submitted to: Submitted by:

Sir Amir

SHAHZEB MAHMOOD

8132

In MBA 3rd

ANSI Institute of Management Sciences

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Acknowledgement
First of all I would like to thanks to Allah on this occasion.

I also want to show my gratitude to my loving parents and humble teachers who make me able to be at this position.

Bundle of Thanks to my honorable teacher Mr. Amir, who give me a chance to enhance my abilities and skills.

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Table of Contents
EXECUTIVE SUMMARY STATEMENT OF PURPOSE PRODUCT SERVICE AND TECHNOLOGY VISION, MISSION AND CORE VALUES ACKNOWLEDGEMENT AND DEDICATIONS HIERARCHY OF PTCL CHAP 1: INTRODUCTION OF PROJECT 1.1 INTRODUCTION OF PTCL 1.2 HISTORY OF PTCL 1.3 HISTORY CHART CHAP 2: FINDINGS OF TRAINING & DEVELOPMENT 2.1 TYPES OF EMPLOYEES AT PTCL 2.2 TRAINING INSTITUTE 2.3 TYPES OF LOCAL TRAINING 2.3.1 TRAINING STAFF 2.4 CAREER PLANNING & DEVELOPMENT 2.4.1 SCHOLARSHIP STUDIES 2.4.2 EDUCATIONL LEAVE 2.4.3 PRIORITIES FOR FORMAL EDUCATION 2.5 MANAGEMENT DEVELOPMENT TECHNIQUES 2.6 Psychological Tests & Assessments CHAP 3: ANALYSIS OF HR-PRACTICES AT PTCL 3.1 HRM PLANNING AND WORKING 3.1.1 HR STRATEGIES 3.1.2 HRM PLANNING 3.2 RECRUITMENT 3.2.1 RECRUITMENT PROCEDURE 3.2.2 RECRUITMENT METHODS 3.2.2.1 INTERNAL RECRUITMENT 3.2.2.2 EXTERNAL RECRUITMENT 3.2.3 QUOTA SYSTEM 3.3 SELECTION 3.3.1 SELECTION CRITERIA 3.3.2 INTERVIEW METHODS 3.3.3 FORMAT OF JOB DESCRIPTION 3.4 PAY SCALES & OPPORTUNITIES 3.4 COMPENSATION 3.4.1 FINANCIAL REWARDS 3.4.2 NON-FINANCIAL REWARDS 3.4.3 LEAVE POLICY 3.4.4 MEDICAL BENEFITS 3.5 PERFORMANCE APPRAISAL 3.5.1 PERFORMANCE APPRAISAL METHOD QUESTIONS AND ANSWERS Conclusion and a practical recommendation
APPENDICES & SITES VISITED

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EXECUTIVE SUMMARY
The goals of this project will be presented in this executive summary with summarized pieces of information about specific activities i.e. Training & Development regarding Human resource department of PTCL.

STATEMENT OF PURPOSE
This project aim at presenting the studies of Human Resource Activities carried out in PTCL but the main focus is on Training & Development of employees working at the particular organization. PTCL is one of the biggest organizations in Pakistan and the main area in which this organization deals is providing valuable services to its customer regarding telephone services, mobile services, internet services, DSLs, and Information Technology prospective to the whole Pakistan within four provinces as well as Azad Jammu & Kashmir.

INTRODUCTION
Pakistan Telecommunication Company Limited (PTCL) is the largest telecommunication company in Pakistan. This company provides telephony services to the nation and still holds the status of backbone for country's telecommunication infrastructure despite arrival of other telecom giants like Telenor, Warid, Mobilink and China Mobile. The company consists of around 2000 telephone exchanges across country providing largest fixed line network. GSM, CDMA and Internet are other resources of PTCL, making it a gigantic organization. The Government of Pakistan sold 26% shares and control of the company to Etisalat in 2006. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public. PTCL is also part of the consortium of three major Submarine communication cable networks: SEA-ME-WE 3, SEA-ME-WE 4 and I-ME-WE. In addition to wire line operations, PTCL also provides fixed line service through its countrywide CDMA based WLL (Wireless Local Loop) network, under the Vfone brand name. In the cellular segment, the second largest cellular provider in Pakistan, Ufone, is also a wholly owned subsidiary of PTCL. History From the beginnings of Posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, PTCL has been a major player in telecommunication in Pakistan. Despite having established a network of enormous size, PTCL workings and policies have attracted regular criticism from other smaller operators and the civil society of Pakistan.
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Pakistan Telecommunication Corporation (PTC) took over operations and functions from Pakistan Telephone and Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This coincided with the Government's competitive policy, encouraging private sector participation and resulting in award of licenses for cellular, card-operated pay-phones, paging and, lately, data communication services. Pursuing a progressive policy, the Government in 1991, announced its plans to privatize PTCL, 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 mid1996. In 1995, Pakistan Telecommunication (Reorganization) Ordinance formed the basis for PTCL monopoly over basic telephony in the country. 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 of Pakistan PTCL launched its mobile and data services subsidiaries in 2001 by the name of Ufone and PakNet respectively. None of the brands made it to the top slots in the respective competitions. Lately, however, Ufone had increased its market share in the cellular sector. The PakNet brand has effectively dissolved over the period of time. Recent DSL services launched by PTCL reflect this by the introduction of a new brand name and operation of the service being directly supervised by PTCL. Last Year, in middle of 2005 Government of Pakistan had decided to sell at least 26 percent of this company to some private agency. There were three participants in the bet for privatization of PTCL. Etisalat, a Dubai based company was able to get the shares with a large margin in the bet. Last year when Government was going to privatize the company there was country wide protest and strike by PTCL workers. They even disrupted Phone lines of some big Government institutions like Punjab University Lahore and many lines of public sector were also blocked. Military had to take over the management of all the Exchanges in the country. They arrested many workers and put them behind bars. The contention between Government and employees ended with a 30% increase in the salaries of workers. There have been various changes in the company due to privatization. Such examples include the VSS (Voluntary Separation Scheme for its employees), ERP (SAP based), restructuring, B& CC (Billing and Customer Care Software) etc. Another seemingly minor change was change of brand identity (logo) that will present PTCL's new face after privatization, with greater focus on customer satisfaction and bringing about of new advancements in telecom for Pakistani consumers.

PRODUCT, SERVICES AND TECHNOLOGY

PTCL offers a wide range of services for its clients all over the Pakistan. These services are Telephone connections, billings, customer services, operations,
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telephone sets, DSL and internet connections, licensing authority, Internet Service Provider (paknet), online billing through credit cards, prepaid telephone cards, Mobile connections and services etc

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 Sustained growth in earnings and profitability

Core Values

Professional Integrity Customer Satisfaction Teamwork Company Loyalty

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HIERARCHY OF PTCL

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Findings of Training & Development: Types of Employees at PTCL

There are approximately 56000 employees working in PTCL, they are of different types which are as follows: Permanent employees On-Contract employees: 400 employees are at Contract. Daily Wages Employees: 7000 employees are at Daily Wages. 4000 Employees are in Telecom Foundation On Deputation

Training Institute
One National postgraduate Institute of Telecom & Informatics. (50 students) One Telecommunication Staff College Haripur (450 students). Two regional telecom training schools Lahore and Karachi (400 students). Nine regional telecom training schools in Peshawar, D.I Khan, Gujranwala, Faisalabad, Multan, Sialkot, Quetta, & Hyderabad. Fifteen Divisional telecom training centers (75 students each).

Types of local Training

Pre Service Training: These trainings are for Assistant Divisional Engineers, Engineers and Supervisors. (1 to 2 years). On the Job Training: These training are for Directors (technical) and Engineering Supervisors Pre Promotion Courses: For Director and Assistant Engineers (2 weeks). Computer Training: Its for enhancing IT skills Orientation Program: For Finance and Accountants In-Service Courses: For linemen, cable jointers and technicians (2 years). Technical short Courses: They are short courses in order to be aware of new technologies and methodologies.

Prohibition period

Prohibition period is the time in which the organization trained the employees before getting them on to the jobs. In PTCL they normally trained the employees for sixmonth and time period of engineers is about 2 years.

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TRAINING STAFF

In order to train the employees at different schools and training centers, training staff is hired and mostly the training staff consists of trained employees which are used as instructors.

CAREER PLANNING AND DEVELOPMENT

Company and Employees are partners in career management Company provides assistance in improving the employees skills and capabilities Financial Assistance Educational Assistance Encourages opportunities for higher education in foreign countries on scholarships Foreign training to improve technical skills Post graduation in telecommunication Local training

SCHOLARSHIP STUDIES
The method to apply for scholarship is as follows:

Education level

Application for Foreign Education

Selection Committee

Recommendations

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EDUCATIONAL LEAVE

Educational leave without pay is for 5 years for PTCL employees.

PRIORITIES FOR FORMAL EDUCATION

As PTCL is in Contract with one of the worlds leading Telecom Companies like Siemens and Ericson so they are on priorities to PTCL because PTCL is using and buying exchanges manufactured by these companies. So in order to meet the challenges of new technology transferred by these companies PTCL send its employees to Sweden, Germany & France on a course of 9 months. Along with that PTCL also buy exchanges from China and in this way PTCL workers work with Chinese Expertise that is also a sort of career development and experience for PTCL employees.

MANAGEMENT DEVELOPMENT TECHNIQUES

Job Rotation: To widen the managers perspective about organization Serving on Committees: To observe interpersonal working of experienced executives Executive Committee: It serves as junior board for investigating problems, preparing reports and proposals Outside Experience: It includes Workshops, Seminars and Conferences for enchaining skills and capabilities of the managers.

PSYCHOLOGICAL TESTS & ASSESSMENTS

According to DE of HRM&P, there are no Psychological Tests of the PTCL but according to his information they are adopting modern techniques so in near future there will be such tests carried out in the organization. In case of assessments they are on the skills, behavior, performance and expertise of a person. After every 6 months and 1-year they carry out Performance checks and publish annual performance reports.

ANALYSIS OF HR-PRACTICES AT PTCL HRM PLANNING & WORKING HR STRATEGIES

Customer oriented approach to retain customers loyalty Restructuring: inclusion of new corporate culture Retention of critical Human Resource Motivation of employees Preparation for WTO regime HRM planning and Working has a focus on following challenges as well as opportunities.

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HRM PLANNING

Conduct job analysis and based on the outcomes of the job analysis, write job descriptions. Organizational restructuring and right sizing Design and implement a performance management system Provide current information regarding employees to be used in the decision making process Conduct HRM research with the aim of solving problems in the organization Integrated employee data management (HR MIS)

RECRUITMENT

Fresh recruitment of professional are only being made in areas like. Technical Human Resource (HR expert, HR Managers) Finance & Accounts Business development & marketing Information technology (IT Professionals)

RECRUITMENT PROCEDURE

The recruitment procedure of PTCL is as follows: First position or vacancy is announced in the electronic media and print media through Internet and newspapers respectively. Then applications are scrutinized as per specification in the job description and job specification. Candidates are being short-listed. The next step is Test of short-listed candidates. The next step of the PTCL recruitment process is the interview. They usually conduct a structured and semi-structured interview for the candidates. Last but not the least is the verification of the documents.

Recruitment methods

There are basically 2 methods at PTCL frequently carried out when desired these methods are as follows: Internal Recruitment External Recruitment

Internal Recruitment:

In this method the candidates are recruited within the PTCL. It is a search mode in which the PTCL check out the potential and right and desired person within the PTCL. In order to get desired candidates they advertise within the organization by job specification and job description by using Notice Boards.

External recruitment:

In this method PTCL recruit externally from the outside environment. For this method they use different modes to recruit the people. Few of the methods are as follows carried out in past as well as currently: Online Recruitment. Use of Print Media (Newspapers).

Quota System:
There is a percentage reserved by each quota differentiated on the basis of Gender and Province.
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Punjab Sindh N.W.F.P Baluchistan Women Handicapped Child Labor

50% 20% 17% 5% 2% Nil

10%

SELECTION:
The process of choosing from a pool of applicants the individual or individuals who best fit the selection criteria for a given position. PTCL has got very effective and efficient selection criteria. SELECTION CRITERIA: These are the following steps carried out by PTCL in order to meet selection.

Recruitment (Advertising Job specification & Description)

Application (Online & Forms)

Screening of applications

Test

Interview

Final Decision Making

Joining Letter

Interview Methods:

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The interview method depends on the situation and conditions but there are 3 types of interviews but two of them are and were in focus of PTCL while carrying out Selection. These three methods are: Structured Interviews Unstructured Interviews Stress Interviews But at PTCL there are only 2 types used which are Structured Interviews are those which are preplanned and predefined in order to check the skills, abilities, knowledge, behavior, and required potential of the candidates. Unstructured Interviews are those which are not predefined and preplanned but they are based on conditions and possibilities.

Format of Job Description:

Following is the format of Job description given by PTCL: Purpose of the job Role and function Dimensions of job Annual operating budget of unit Number of clients served Number of directly reports Indirectly reports Specific accountabilities of the Job Job responsibility Achievements General accountabilities of the Job. Peripheral accountabilities of job. Performance standards How is the performance of this job measured? Standard constitute. Job Components Communication Initiative Challenges Adaptability Team work Guide lines Nature of supervision received Leadership Responsibilities

Pay Scales & Opportunities:

At PTCL according to the information gathered by us is as follows: PTCL employees have good salary as we compare to other Government Organizations PTCL employees have less pay if we compare them with other private sector Employees comparable at same designations and jobs.
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Minimum pay at PTCL For 17th Grade and above

RS.6000 and above RS.25000 and above

Rests of the benefits and compensations as well as allowances are as per government rules.

Compensation:

It is a system in which an employee is rewarded on the effective and efficient required performance. PTCL has a very organized and effective compensation system according to the rules and regulations of Government of Pakistan. They are offering 30% more pay then other Government Organizations. The rewards, benefits, allowances that are offered by PTCL for its employees and workers as well as officers are as follows:

Financial Rewards

Pension Disability Pension Death Benefits Loan Facility Car & motorcycle loan Provident Fund

60% to 65% of basic pay as per Government Rules Funeral amount + 5-6 month pay loan will be deducted from monthly salary 8.25% of salary + interest of 15%

NON-Financial Rewards

Maintenance Company provides maintenance of Employees car & motorcycle Pick & Drop Busses are used for this purpose Accommodation Own flats for lower staff (1 - 15th grade) Colonies and Full furnished houses for high rank officers and Top management (17th21st Grade Officers).

Leave Policy
Holiday Earned Leaves Casual Leaves

It is up to the mark of Government rules and regulations. Leave policy contains: 5days a week. Saturday, Sunday is off 45 leaves per year 20 leaves per year (with Pay)

Maternity Leaves 120 days

Medical benefits
PTCL also give medical benefits to its workers and employees. PTCL employees have free medical treatment. In all over Pakistan there are 38 dispensaries which are working and providing free treatments to PTCL employees. This benefit is also for the family members of the PTCL employees.
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After retirement too PTCL provide the medical benefits to its former employees. Employees from grade 1 to 16 are entitled for medical facility up to five years of the retirement. Employees in grade 17 and above have lifetime entitlement for the facility.

PERFORMANCE APPRAISAL

To measure the performance there are few methods and standards and benchmarks, which an organization have to follow, in the case of PTCL too. Their main objectives are as follows: Improvement in Performance Effectiveness, Efficiency, Productivity, Motivation Pay and Benefit Adjustments Training & Development Needs Career Planning & Development with Personal and Employee Development Staffing (Recruitment & Selection) Response and Feedback from There are many performance appraisal methods but in PTCL they use Rating scale for performance evaluation.

Performance Appraisal Methods

Rating Scale:
The rating scale method offers a high degree of structure for appraisals. Each employee trait or characteristic is rated on a bipolar scale that usually has several points ranging from "poor" to "excellent" (or some similar arrangement). The traits assessed on these scales include employee attributes such as cooperation, communications ability, initiative, punctuality and technical (work skills) competence. The nature and scope of the traits selected for inclusion is limited only by the imagination of the scale's designer, or by the organization's need to know.

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Questions and Answers:

Q.1: Whats your Selection process? Ans We use a standard selection process which starts from the job advertisement, scrutiny of applications, test, interview and joining letter are part of this process . Q.2: Is there any training PTCL offer to its employees? Ans PTCL gives training to its employees after joining the PTCL, so that they know that what will be their work and perform it accurately. This training is on the job training. Q.3: Is there any continues training program in the PTCL? Ans PTCL normally dont use the continues training technique. But if there is any improvement in the technology then PTCL give training to its employees to better adopt and manage this. It also send the selected one to get the training from foreign country. The example of DSL and Ufone is there in this regard. Q.4: What is the environment of PTCL? Ans The environment of PTCL is very good. The employees are very co-operative to each other. Q.5: So can we call it a true cooperate culture? Ans No, but it can be categorized in the cooperate culture with some exceptions. Answer from the local office: They dont really about the term. But what we see there it was a typical culture which you can see in every Govt. organization of Pakistan. Use of Punjabi language, chit chat with co-workers in office timing.

evaluation? Ans

Q.6: What techniques used in the PTCL for the performance

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The performance evaluation done in the PTCL on the basis of cooperation, communications ability, initiative, punctuality and technical (work skills) competence. Q.7: How you motivate your employees? Ans PTCL give to its employees a no. of incentives so that they do their work efficiently. The incentives like pension, Disability Pension, Death Benefits, Loan Facility (Car & motorcycle loan), Provident Fund, Maintenance, Pick & Drop, Accommodation. Q.8: Is the discrimination in the facilities and pays of have any adverse affect on the performance of employees? Ans He say no its not true. So actually he tried to avoid the answer. Q.9: adversely? Ans No, its a rule apply by the Govt. and it is necessary to give all the provinces a share in the jobs opportunities at PTCL. Q.10: Are there any standards which you try to achieve regarding your HR The quota system is not a reason to affect your performance

policies? Ans

As you know now the management of the PTCL is with the Etsallat Group which is an international group, so our management is trying to bring international standards in the PTCL. Q.11: As per our information there is a problem of overstaffing in the PTCL, so in these conditions how we can say that PTCLs employees are efficient. Ans No, the perception is not true. We have a very efficient workforce.

Conclusion & Recommendations:

After getting all the desired information and critically analyzing the organization I like to recommend and conclude my thinking and findings in following points.

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 PTCL is an overstaffed Organization so there will be Restructuring of the organization or Downsizing. PTCL should be up to the International standards i.e. 166 lines/employee (lineman). Staffing will have to be on Merit and Fair rather than on Personnel links and unfair means. The employees at PTCL have lackness in motivation so the organization has to set challenging tasks and jobs for them to make them active and energetic. The compensation system should be equivalent to the other multinational and international organizations working in Pakistan in the same field and industry. Along with the domestic Trainers, PTCL will have to hire External Trainers from France, Germany, China, and Switzerland so that they will able to train their employees in Pakistan on International standards and with modern Education and Technology. There are only 38 dispensaries for 56,000 PTCL employees all over the Pakistan that is less so they will have to increase the number of Dispensaries Promotions in PTCL should be on the basis of achievements, skills, performances, behavior, attributes, rather than on seniority. After getting training the employees should be on the right place for which they were trained for.

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Appendices Sites Visited http://www.ptcl.com.pk http://www.pakboi.gov.pk/html/PTCL_restructuring.html http://www.telecomfoundation.com/files/projects.htm http://www.ptcl.com.pk/download/ptcl_org_chart.pdf http://www.ptcl.com.pk/w_human_resourses.html http://www.ptcl.com.pk/news/may 17_tele_challenges.html http://www.pakistan.gov.pk/moitt/news/current/moit03042004.pdf http://www.ptcl.com.pk/directors_report_2007.html http://en.wikipedia.org/wiki/Pakistan_Telecommunication_Company

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