INTERNSHIP

REPORT ON
PTCL
Internship in Human Resource
Department
This internship report comprise of working experience in PTCL Employee Facilitation
Department as an internee to fulfill the degree requirement.

INTRODUCTION
PTCL is the largest telecommunication company in Pakistan. It is providing services to almost
every part of the country. PTCL is proud to be the Pakistans most reliable and largest coverage
network and service carrier providing all telecommunications services including from basic
voice telephony to data , Video-conferencing, internet and carrier services to its customers and
all businesses over the country with almost 2000 exchanges , providing fixed line network and
the dial-up internet service.

PTCL was established in 1947 when its Posts and Telegraphs Department was formed,
proceeding to its establishment to Pakistan Telegraph and Telephone Department in 1961, then in
1990-91, it became Pakistan Telecom Corporation, after that PTCL become listed company in all
the three stock exchanges of Pakistan, moving ahead in 1998 its subsidiaries of mobile services
and internet services started with the name of Ufone and PakNet, moving further to year 2000
PTCL finalizes its Telecom policies. In 2003 it also announces the Telecom Deregulation Policy
and then finally in 2006 Etisalat (The Telecom Company of United Arab Emirates) took
over the Management of PTCL and is still holding the position of the backbone for the
companys telecommunication infrastructure despite arrival of many new competitors in the
market including some giants like Telenor, Wateen Telecom, China Mobile etc.

BRIEF HISTORY
1947

Inception as Post & Telegraph Department

1961

Conversion into Telephone & Telegraph (PT&T) Department

1990

Conversion into PAKISTAN Telecom Corporation (PTC)

1994

Listing on all stock Exchanges of Pakistan as a public limited company thus

becoming Pakistan Telecommunication Company limited (PTCL)

1995

Separation of three PTCs department as independent Government organizations:

Pakistan Telecom Authority (PTA),Telecommunication corporation(NTC)

2001

Establishment of mobile (Ufone) & internet (PakNet) subsidiaries

2006

Etisalat takes over management control of PTCL

Either it is an office in the cities of Pakistan or a small home in a village, PTCL is providing its
services to every nook and corner of Pakistan. Some of its services are mentioned as follow:

Broadband
IPTV
EVO Wireless
Telephone
Dial-up Internet

VISION STATEMENT OF PTCL

To be the leading information and Communication Technology Service Provider in the region
by achieving customers satisfaction and maximizing the shareholders value

MISSION STATEMENT OF PTCL

To achieve the 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 OF PTCL

Professional Integrity

Teamwork

Customer Satisfaction

Loyalty to the Company

COMPANYs PROFILE:
PTCL is all set to redefine the established boundaries of the telecommunication market and is
shifting the productivity frontier to new heights. Today, for millions of people, PTCL provide

instant access to new products and ideas. More importantly, by setting free the spirit of
innovation, we enable higher living standards through our ICT services.

PTCL is going to be the first choice in the future as well, just as it has been over the past six
decades.

Business & Corporate Users:

For clear communication the first choice of business circles is PTCL landline telephone, for
local, nationwide and international calling. Today businesses can have 10-100 lines with modern
day services to meet their needs. These include options like Caller-ID, call-forwarding, callwaiting, Call Barring, to name a few.

Others Business Specific Services Includes:

0800-Toll free number, 0900-Preminum rate services, VPN-Virtual Private Network, Audio
Conference Service, Digital Cross Connect (DXX), ISDN (Policy), Teleplus (ISDN/BRI), Digital
Phone Facilities/ Modification Charges, UAN, UIN.

Carrier Services:
As carriers-carrier, PTCL provide the core infrastructure services to the cellular, LDIs, Local
Loop operators, ISPs, Call Centers and payphone operators.
PTCL provide all carrier services, right from inter-connects and tele-housing to DPLC and IPLC
connectivity. Its interconnect services are provided from 3200 exchange locations that connect

carriers networks domestically, in addition to providing IPLC bandwidths to connect

internationally through PTCL four international gateways and SEA-ME-WE3, SEA-MEWE4 and IMEWE submarine cables.

Furthermore to provide connectivity to operators in the extreme remote areas of the country,
PTCL launched its state of the art satellite service (Skylink). PTCL satellite service (Skylink) is
provided using the Intelsat Satellite System, an undisputed leader in satellite communications.

White Label Services:

PTCL customers can now provide uninterrupted services to their clients without undertaking
large scale investment in infrastructure or developing expertise in their own network.
PTCL White Label Services are focused on speed and simplicity at minimal apex. This enables
customers to offer their own branded WLL, DSL etc. to customers nationally, together with an
array of key support services.

Landline:
PTCL landline has always been a part of family and providing services from generations and it
continues to be the primary choice of customers for making voice calls for many decades. PTCL
gives its customers highest quality at very affordable rates along with attractive packages and
Value Added Services to choose from. PTCL offers many attractive packages like Freedom
Package, International Packages, and Mobile Buckets & Double up Unlimited (double play

services)

Evo Wireless Broadband:

PTCL EVO Wireless Broadband is Pakistans fastest wireless internet which offers its customers
superior high-speed wireless internet experience. EVO Wireless Broadband is enabling the
wireless broadband revolution in Pakistan like never before. PTCL EVO has revolutionized the
way people connect to the internet. PTCL EVO gives its customers the advantage of seamless
internet connectivity across Pakistan. EVO coverage is in over 350 cities, whereas EVO
customers can also enjoy CDMA-1X data rates of up to 153.6 Kbps at more than 1000
destinations across Pakistan.

PTCL Introduced EVO Nitro in Pakistan - The Worlds first & most cutting-edge EV-DO Rev.B
commercial network. PTCL is the first operator in the world to commercially launch EV-DO
Rev.B products, which offer blazing fast speeds of up to 9.3 MBPS.
EVO Nitro is all set to meet the next-generations need for ultimate speed & superior
performance. It is the next step in Evolution of the Wireless Broadband Revolution!
Whether it is streaming High Definition video or music, conducting a video conference while
simultaneously browsing the Internet or uploading multimedia content, in the Nitro Universe,
everything happens at the speed of light.

PTCL introduced Pakistans First Enabled Smartphone Android TabletEVO Tab. Powered by
Google Android Froyo 2.2 OS, EVO Tab is a 7 capacitive multi gestures touch screen tablet
packed with features of both a tablet and a GSM phone that lets you surf, talk, tweet & do a lot
more simultaneously on-the-go in more than 350 cities nationwide

PTCL has introduced pocket-sized EVO 3.1 mbps & Nitro 9.3mbps Wi-Fi Clouds that enable its
customers to create instant Wi-Fi hotspot. Users can connect up to 5 Wi-Fi gadgets
simultaneously, use these as external storage device via the provided Micro SD Card slot, and
also use these to charge other devices. Both the Clouds have a super-charged built-in battery that
lasts up to 12 hours.

Introducing Pakistans first Wireless Broadband USB modem with built-in Wi-Fi hotspot - EVO
Wingle is all out & about! The most talked about futuristic Wi-Fi tool that lets you effortlessly
connect multiple Wi-Fi gadgets simultaneously at Hyper Speeds of up to 9.3 Mbps* in over 250
cities, and auto switch over to EVO 3.1 Mbps speeds in over 350 cities. It lets you connect n
share effortlessly through any external USB power adapter.

Broadband Pakistan
The largest and the fastest growing Broadband service in Pakistan, PTCL Broadband is making
great positive changes in the lives of millions of people living in the country. Serving over 1.3

million satisfied customers in over 2000 cities and towns across Pakistan, PTCL has brought
revolutionary efficiency and effectiveness in all segments of the society, be it the rural or the
urban. Since its launch on 19th May 2007, all PTCL Broadband packages are designed for users
to experience high-speed internet access with unmatched reliability, affordability and
connectivity all at the same time.

PTCL holds credit for pioneering and steadily revolutionizing the broadband culture in Pakistan.
Till about a decade ago, there was very little awareness in the country about broadband & high
speed internet services. Today, PTCL has made broadband technology affordable by lowering the
barriers to entry, by geographically bringing the service within the reach of a common user all
over Pakistan, and by continuous improvements in customer care for offered services. With
Broadband Pakistan, all PTCL subscribers get the chance to experience unlimited downloads,
high speed browsing, uninterrupted video streaming, improved gaming experience, and access to
rich HD multimedia resources over the internet.
Unique offers that make PTCL Broadband unmatchable are special packages for the student
segment, FREE Wi-Fi modem, as well as FREE dial up service for Broadband customers. PTCL
also offers FREE personalized e-mail accounts exclusively for all its broadband users. Offering
the nations most popular Broadband service, Broadband Pakistan is contributing in socioeconomic development of Pakistan and has rightly positioned PTCL as the nation's information
backbone. In addition to the positive contributions made, new discounted packages are also
continuously being introduced in order to benefit the customer.

Smart TV (IPTV Service):

PTCL entered the media sector on 14th August 2008, by launching a digital interactive television
service for the first time in Pakistan. PTCL brought Pakistan in the list of a few countries across
the globe that offers this state of the art interactive TV service to its subscribers. PTCL SMART
TV service using its state of the art Broadband network employs the IPTV (Internet Protocol TV)
technology.

Branded as PTCL Smart TV, the service includes Interactive Television, Broadband and voice
telephony all at the same time on PTCLs telephone line. Besides offering the highest digital
quality TV picture, the most revolutionary section of this offering is the ability to watch
programs of previous four days; this feature is called catch up TV. The PVR feature allows
viewers to record their favorite programs that are to be aired in the next 4 days and watch these
programs at their convenience. Similarly users can also rewind and pause live TV channels
through TSTV (Time Shift Television) feature, the ability to block / unblock any TV channel for
parental lock and the ability to search through video on demand content. Currently PTCL Smart
TV offers its viewers -120 + live channels and over 2000 hours of content through its Video- on
Demand service. The service is available in more than 150 cities across Pakistan and PTCL is
planning to expand to all remaining cities and towns across the country during the coming years.

V-Fone:

PTCL also continues to be the largest CDMA operator in the country with approximately
1.4 million Vfone customers. It gives the liberty of payment in both prepaid and postpaid

options.
It offers fixed wireless telephone for your homes & business. With CDMA2000 1X
technology, ours is the largest WLL network with a capacity of 2.6M, covering over
10,000 urban & rural areas. The network is already enabled for Voice, Dialup-Internet

access (153.6kbps), SMS and for EVDO Broadband.

Vfone can be bought from our OSS (One Stop Shops) or from any PTCL franchisee. To
get further details about your nearest PTCL OSS/franchisee please dial 1236.

International Network:
PTCLs ability to support both individual and corporate customers on a cross-border basis is
k2anchored by its extensive network of submarine cables.
In order to ensure service availability to expanded customer base of PTCL, the said bandwidth
procurement was strategically spread on each of our existing three submarine cable size. I-MEWE, SEA-ME-WE3 and SEA-ME-WE4. PTCL is the only telecom operator in Pakistan having a
network of three redundant and resilient submarine cable systems thus offering its customers
better quality of service.

Sea-Me-Wea-3 (South East Asia Middle East and Western Europe- 3):
Sea-Me-We 3 is one of the longest cables systems in the world with a total length of 39,000 km.
It includes 39 landing points in 33 countries and 4 continents from Western Europe

(including Germany, England and France) to the Far East (including China, Japan and
Singapore) and to Australia. The use of Wavelength Division Multiplexing greatly increases the
capacity of the network allowing high quality transmission all the way over distances as far as
from Germany to Australia.

Sea-Me-Wea-4 (South East Asia, Middle East and Western Europe- 4):
The total length of the SEA-ME-WE 4 submarine cable system is approximately 20,000 km
which consists of the main backbone across the Eastern and Western worlds and links 14
countries with 16 landing stations across Europe, Middle East and Asia. The system is amongst
the most economical cable systems in the region and is built with state-of-the-art Terabit DWDM
technology to achieve ultra-fast terabit per second connectivity. The construction of this cable
system is testimony to the growing demand for high capacity broadband links that are essential
in todays world of high speed international connectivity and online business.

I-Me-We (India-Middle East Western Europe):

PTCL is an associate of IMEWE Cable Consortium with its arrival halts at Karachi. IMEWE
Submarine Cable is a Tera bit volume submarine cable system attaching India to Western Europe
via Middle East. The Cable system is 12,000 km long with 10 arrival halts in 8 countries. The
cable structure is a three-fiber set DWDM structure with 128 wavelengths per Fiber set. IMEWE
cable structure plays a crucial role in gathering the exponential extension of bandwidth in region.

Satellite Communication:
PTCL has Intelsat quality earth halts near Karachi and Islamabad. These installing provide the
mixture for International voice connectivity and also work as Hub for home satellite users. There
are four Intelsat quality earth halts at Skardu, Islamabad, Gawadar and Gilgit.

Company Registration Number: 0035959

Company NTN Number: 0801599-6

Registered Office:
PTCL Headquarters, Block-E, Sector G-8/4, Islamabad-44000, Pakistan.
Fax: +92-51-2263733
E-mail: company.secretary@ptcl.net.pk
Web: www.ptcl.com.pk

Board of Directors:
Following are mentioned the BODs of PTCL:

Mr. Azamat Ali Ranjha

Chairman PTCL Board

Mr. Abdulrahim Abdulla Abdulrahim

Member PTCL Board

Rainer Martin Maximilian Rathgeber

Member PTCL Board

Mr. Serkan Okandan

Member PTCL Board

Dr. Waqar Masood Khan

Fadhil Mohamed Erhama Al Ansari
Member PTCL Board

Dr. Daniel Ritz

Sardar Ahmad Nawaz
Member PTCL Board

Mr.
Member PTCL Board

Sukhera
Member PTCL Board

Mr. Mudassar Hussain

Ms. Farah Qamar
Member PTCL Board
Secretary PTCL

Companys Auditors:

A.F. Ferguson & Co.

Chartered Accountants
KPMG TASEER HADI & CO.
Chartered Accountants

Share Registrar:

Company

M/S FAMCO Associates (Pvt.) Limited

8-F, Next to Hotel Faran, Nursery,
Block-6, P.E.C.H.S., Shahra-e-Faisal,
Karachi
Tel # 021- 34380101-2
Fax # 021-34380106
info.shares@famco.com.pk
Main Offices:
The Head Quarter of PTCL is established in Sector G-8/4 Islamabad, Which is led by the
President itself. Excluding this it has Regional Head offices like:

ITR (Islamabad Telecom Region)

RTR (Rawalpindi Telecom Region)

HTR-A (Hazara Telecom Region Abbottabad)

NTR-I (Northern Telecom Region-I Peshawar)

LTR-S (Lahore Telecom Region (South)

LTR- N (Lahore Telecom Region (North)

MTR (Multan Telecom Region)

FTR (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 give telecommunications favors to the customers in their particular areas. PTCL
also has an Optical Fiber Assembly Region Lahore and Optic Fiber Structure Islamabad, each
lead by the General Manager.

Bankers of PTCL:

HBL (Habib Bank Limited)

MCB (Muslim Commercial Bank) Limited

UBL (United Bank Limited)

Citibank Limited

ABL (Askari Bank Limited)

National Bank Limited

Standard Chartered Bank Limited

Faysal Bank Limited

Awards & Achievements:

Highest Quality Broadband Internet Service to Consumers

(By Pakistan Telecommunication Authority)

ESRI Special Achievement in GIS Award

(by U.S.-based Environment Systems Research Institute (ESRI)

Best Telecom Operator in South Asia

(by International SAMENA Award)

2nd Global HR Excellence Award

(by Global media Links & Business milestones of Pakistan)

Best Wireless Broadband

(by Consumer Choice Award)

10th Teradata National IT Excellence Award

(for 3G EVO Wireless Broadband Internet Project)

National Environmental Excellence Award

(by National Forum for Environment & Health (NFEH)

Best Corporate Social Responsibility Initiative Award

(by NFEH and United Nations Environment Program)

ORGANIZATIONAL STRUCTURE OF PTCL

Organizational Structure of any Organization clear the roles of individuals and determine who
has to do what in his/her respective are of work, for which he/she is responsible. What
designation has to report what person, who has to remove the obstacles caused either by
uncertainty or by confusion and who has to make what decisions in regards to companys
objectives and goals.

The Chief of the Pakistan Telecommunication Company Limited is known as the

President. Then comes SEVPs i.e. (Senior Executive Vice President) of every
department like SEVP (Finance), SEVP (Operations), SEVP (Technical), SEVP (Human
Resource Management), SEVP (Marketing & Business Development) and SEVP

(Information Technology). After the Senior Executive Vice Presidents (SEVPs) comes
the EVPs i.e. (Executive Vice Presidents) like EVP (Finance Central), EVP (Marketing),
EVP (Human Resource Central), EVP (Accounts), EVP (Operations), EVP (Information
Technology, Training & Development) and EVP (Revenue). All of these designations are
appointed at Headquarters Islamabad.

Then there are Chief Engineers and General Managers at Headquarters who report to
their relevant EVP. Then after these designations there are Senior Managers, Deputy
Directors, Assistant Directors, Accounts Officers, Assistant Accounts Officers, Financial
Analysts, Marketing Managers, Computer Programmers and I.T Specialists etc.

There are also Regional Heads (General Managers) to head the PTCL Regions. Manager
HR and his staff are responsible to take care of personnel affairs at all regional levels.

In Non-gazette staff there are Supervisors operations, Supervisors Switching, Supervisors

Power, and Supervisor Plant, Supervisor Optical fiber Supervisor Marketing Media,
Accounts Assistants, Stenographers, Assistants, Telecom Technicians, Key Punch
Operators, Lower Level Clerks, Upper Level Clerks, Line Men, Wire Men, Drivers,
Exchange Cleaners, Naib Qasids and Peons etc.

All staff of PTCL is hired by the HR Department headed by the SEVP HR.

Organizational structure of PTCL also is briefed by knowing three main components:

Formalization

Complexity

Centralization

Formalizations:
Formalization is the degree of extent to which an organization commands regulations and
system. PTCL has set a benchmark organizational structure for the guidelines, rule and
procedures of the company.
Every official of PTCL knows what he/she has to do, because of the stern rule and requirement
PTCL organizational structure is more normalized.

Complexity:
Complexity in regards with organization refers to the level of distinction in an organization.
If there are further divisions of labor in organization then there will be more vertical elevation of
hierarchy and additional geographically scattered organization units, and it became more hard or
complex to interrelate with subordinates.

Talking about the complexity of PTCL, there is a big number of employees under the hierarchy
as I mentioned above.

That is quite a large hierarchy which creates many problems in communication with
subordinates, organizational activities and coordination. But as Etisalat took charge of the
management many things are now under control and some of them are still restructuring.

Centralization:
Centralization refers to the phrase that narrate where the resolution make power.
PTCL has a highly centralized decision making management at the upper level.

But in some cases, there occurs a decentralized policy in decision making by the lower level
administration, which actually is not right and create issues in making of long term valued
approach.

Departments of PTCL:
Following are mentioned the various departments of Pakistan Telecommunication Company
Limited:

Business Operations

Finance

Human Resource

Commercial

Information Technology

Technical

Development

Quality Assurance

Corporate

Multi Media & Broad Band

Wireless Local Loop

Hierarchy of PTCL:

HUMAN RESOURCE DEPARTMENT OF PTCL:

STRUCTURE OF HR DEPARTMENT
GM

SM
MEDICAL
CENTRAL

SM HR BP
CENTAL

SM HR BP
CENTRAL

SM ADMIN
CENTRAL

SM HR BP
GTR

SM HR BP
FTR

SM HR BP
MTR

SR.DENTAL
SERGENT

SMO
RTTS

MGR HR BP

MGR HR BP

MGR ADMIN

MGR HR BP
GTR

MGR ADMIN
FTR

MGR ADMIN
MTR

SMO
MTR

SMO
CTO

MGR EFC

MGR
PAYROLL

MGR
SECURITY

MGR HR BP
GTR

MGR HR BP
FTR

MGR HR BP
MTR

SMO
GTR

SLMO
MTR

SMO
FTR

SMO
MTR

SLMO
FTR

SLMO
MTR

SLMO
GTR

Introduction of HRD:
Human Resource Department of PTCL was accepted in 1996 and was restructured in 2005 when
Etisalat took over the charge of management and acquires 26% shares of PTCL. Pakistan
Telecommunication Company Limiteds human resource system if also called as HRIS-PTCL
and is under control of SEVP Human Resource & Administration at their respective regional
centers.
HR Manager & HR Asst. Manager plays the most vital role in the ranking and also in between
the top board and the lower level workers. They are the most essential people to attain the
companys general objectives and goals by managing properly the most practical assets of the
company.

IMPORTANCE OF HRD
The importance of Human Resource Department of any company is deniable. The key objective
of HRD in PTCL is to encounter the human resource need of company by hiring the right person,
for the right place, at the right time.

The management of PTCL considers its employees as the most precious asset of company
because if the best is hired, only then PTCL can stay competitive in this fast moving market. As
management considers employees the asset of the company hence they provide them with the
better facilities.

HUMAN RESOURCE PLANNING

Another new function that has emerged in recent years in human resource planning (also called
man power 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 a firm ensures 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.

PILLARS OF HR
Following are given the major pillars of HR in PTCL:

Job Analysis

Benefits & Compensation

Recruitment & Selection

Performance Evaluation & Appraisal

Training & Development

JOB ANALYSIS
Job analysis is exploration of activities in-accordance to the job. It is the initial task to be
performed for effective and efficient recruitment.

In PTCL Job analysis is done by some strategy manual:

For future yield they do predictions

After they do forecasting they examine the vacant position, either it is in the Head
Quarters, CCS, Regions or somewhere else.

They also engage managers and supervisors for collection of data, and also give their
own inputs.

PTCL collect data for analysis through informal questionings, interviews as well as
observations about the specific job.

Job analysis is done to analyze that:

i.

What type of work is required for the job?

ii.

What tasks and activities should be performed?

iii.

What competencies are required for the job?

iv.

What person should be hired for the job?

v.

What type of qualification is require to perform the job?

vi.

Where the job is going to be performed?

vii.

What physical and mental activities are going to be performed?

Job analysis is done by the joint collaboration of the following two principles of job specification
and job description.

(A) Job Specification:

After they analyze the job, job specification is written in which following things are taken under
consideration:

Experience

Qualification

Skills Required

Personality & Behavior

(B) Job Description:

After the job specification the further step is taken towards job description and write details of
responsibilities, duties, working conditions and other main aspects of job.

Benefits & Compensation:

PTCL give benefits and compensation to its employees in form of both monetary and nonmonetary manners, but as per according to the task achieved by them in organization. These
facilities include:

Free internet service

Telephone facility at home and office
Medical facility

 Accommodation facility
Transport facility

Recruitment & Selection:

Recruitment
Human Resource are concerned with seeking, selecting and hiring qualified employees which
suits best to the vacant position.
The process of recruitment and selection has been shortened a lot, if we compare the recruitment
process, with the process couple of decades back. It took several months, almost more than a
year to recruit staff, but now the recruitment process has been made fast and convenient. Political
pressure was also a major hurdle to select the employees on merit and often resulted in recruiting
more than actually required. But now all the staff is hired and selected on merit and is purely
business-driven.

It was experienced that the process of hiring the candidates has become much faster and the
management can hire a candidate within a fortnight. It has also become possible to attract and
hire the best talent from the market, as they are providing market-based salaries. PTCL have a
condition that they only accept applications from the persons who gets 70% or above marks or
CGPA of 3 or above. The company has also arranged the job fairs at different universities to get
the best lot of students from universities.

PTCL, like other companies use different origins for fulfilling their empty positions. Firstly the
company identify, how many workers are required to fill up and how many positions. Job
analysis is done by Pakistan Telecommunication Company Limited HR governing body
consisting of highly skilled management of PTCL. PTCL evaluates it as per according to the
procedures given by the Pakistani Government then putting in forward the Labors Law enforced
in Pakistan and Pakistan Telecommunication Company Limited.

The main sources which PTCL use for recruitment is as follow:

1. Direct Staff
2. Outsourcing Staff
3. Internal Candidates
4. External Candidates

Direct Staff:
Direct Staff i.e. the management staff which is above the 17th grade are recruited by the Head
Quarter of PTCL established in Islamabad. They include all the staff that is above the rank of 17
which means A.M and above posts are recruited directly from the Islamabad.

Process of Recruiting Direct Staff:

Following is the Flow chart of the process of recruiting direct staff:

PTCL
Website/Portal
ebsite/Portal
W

C.V

Upload

Short

Listing

V
ideo
Video
Confrencing

Information of
Information
Candiddate

Medical of
Candidate

Appointment
Letter

OUTSOURCING STAFF
Outsource staff is recruited by the third party vendors, Mr. Usman HR recruiter and Assistant
Manager of EFC (Employee Facilitation Center) recruits the outsource staff.
Outsourcing is done for the non-managing staff of PTCL which includes the following
designations:

FSA

Field Sales Agent

CPEI

Customer Premises Equipment Installer

CCA

Call Center Agent

CCE

Call Center Executive

CSR-I

Customer Services Representative-I

CSR-II

Customer Services Representative-II

Internal Candidates:
Methods PTCL use for selection of their internal candidates are:

PTCL has an online Performance evaluation software known as PMS

Performance should be measured by asking the immediate boss of an employee.

Boss may nominate his/her employee who is eligible.

External Candidates:
For creating a pool of candidates PTCL use the following methods:

Different media channels

Submission of C.Vs online.

Recruiting firms

Recruiting sites (Rozee.pk etc.)

Quota System
There is a percentage reserved by each quota differentiated on the basis of
Gender andProvince.
Punjab 50%
Sindh 20%
Khyber Pakhtunkhwa 17%
Baluchistan 10%
Women 5%
Handicapped 2%
Child Labor Nil

MODES OF RECRUITMENT
PTCL Advertise its vacant positions through different sources of media these
are as Follows:
Official Web Site
PTV
The NEWS

 The JUNG
NAWA-A- WAQT
Google (Online application forms)
SELECTION
Selection is 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.
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
The interview method depends on the situation and conditions but there are
three types interviews but two of them are and were in focus of PTCL while
carrying out Selection. These three methods are:

Structured Interviews

 Unstructured Interviews
Semi Structured Interview

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.

PERFORMANCE APPRAISAL AT PTCL

In PTCL, the rating scale method is used to measure the performance of the
employees, in this method different taints or qualities of employees are
measured using a bipolar rating scale and each trait is assigned a rate a
value from a given set of values (poor to excellent or something like that).
These traits includes communication, punctuation, skill, quality work etc. a
diagrammatic representation of rating scale is give following.

The personnel branch at PTCL deals the performance of BPS 1 to BPS 20 grades of employees,
and is managed by the SAP (Standard Access Program). SAP is software which contain all data
such as increments, Transfer, posting etc. PTCL also use another software called Human Capital
Management System (HCM), which have all the data of employees from their hiring to
retirement, the services, pension, and experience and all the data related to their career are there
in the Human Capital Management System. All the promotions and incentive of the employees
are based on the performance they have showed in their respective department. If the
performance of an employee is not good or he lack some skills then the personnel branch
forward the record of that employee to the training and development manager of PTCL, later on
the training is arranged by Staff training college for these employees to overcome their
deficiencies in the respective skills. PTCL continually provide training to their employees who
are lack of the particular skills to improve performance and to achieve the common goals and
objective of the company, and to compete in the market and meet the consumer demand with
confidence and greater efficiency and effort. If the performance of an employee is not good after
the training then he can be punished or demote to the lower scale.

The format of the form includes four parts as follow:

1. Assessment of Competencies which includes

i)

Sense of Responsibility and Self discipline

ii)

Team work

2. Interpersonal & Communication Skills

3. Integrity
4. Functional Competencies
i)

Knowledge of job and expertise

ii)

Commitment to excellence/ quality

iii)

Result Orientation

iv)

Customer Focus

v)

Planning and Organizing

TRAINING AND DEVELOPMENT

Human Resource Training and Development is a process for developing
individual skills and effectiveness. Individual effectiveness, in terms of skills,
knowledge and attitude, is one of the essential building blocks towards
achievement of the wider goal of improved organizational efficiency and
effectiveness. The development of the individual and the organization are
therefore inextricably linked. Training can and must make a significant
contribution towards securing both individual and organization objectives.
Every manager, potential manager and employee must receive the training
required to perform his/her job effectively. A true Human Resource
Development (HRD) plan must deliver real tangible and measurable results.
In the context of ongoing change process at PTCL the role of Training &
Development function has gained even more significance to change the

mindset of the employees and their approach towards the company and the
customer. PTCLs executives and staff needs to be taken through an
extensive training & development campaign and we at T&D are committed
towards transforming PTCL into a Hub of highly skilled human capital that will
prove to be a driving force in steering PTCL to its vision.

URGENT TRAINING NEEDS PROGRAM

The Urgent Training Needs which realistically depict the post VSS scenario
are being assessed and catered immediately by conducting customized
training programs. The involvement of all departments, regions and business
units for providing their valuable input in the form of TNA response is
essential for accurate identification of their requirements. Given the
transformation stage, the most eminent developmental needs were
highlighted and incorporated in this program.

REVAMPING PROJECT OF PTCL TRAINING & DEVELOPMENT BY

ETISALAT ACADEMY
PTCL has a huge training infrastructure throughout the country that is
geographically wide spread. To revamp this wing of PTCL and transform it
into a profit center, Etisalat Academy has been engaged for this project with
the following main objectives:

Evaluation of existing training infrastructure

Identification of potential and non-potential training institutes

Development plan for proposed training set-up

Comprehensive workforce analysis of existing Human Resources in

T&D department

Proposals regarding computerized learning management system

Preparation of Quality Assurance (QA) systems & procedures

Determination of Key Performance Indicators (KPIs)

Training & Development:

Orientation is given to the new employees in whom following things are elaborated to them:
Policies of the company
Rules and regulations of the company
Duties to be performed
Responsibilities that need to be took care off
Routine task of company
Manuals
Whom to communicate/immediate boss

On the Job training:

On the job training includes:
Learning from the higher level employees
Training by supervisors
Learning from colleagues
Doing things by own self

Off the job training:

PTCL have training centers for this purpose

 RTTS Lahore Cant

ITC academy Islamabad
Current employees give training sessions to the new employees
Evaluate the difference in performance

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. It not
only gives advice, offers services but also control the policies of the administration. PTCL is

have its official Face book page to attract the local and international Human Capital,
PTCL is also have a LinkedIn profile to interact with professional and fined good Human
Talent for their department.

Leave in PTCL
Despite the approval of leave by the approver, no employees shall proceed on leave until the
issuance of leave notification from HR. HR Signatory for region shall be the Sr. Manager at the
regional and Sr. Manager Staff in headquarters. HR shall maintain Leave Card for each
employee entailing full record of leave transaction.HR shall issue four different color copies of
leave notification. Red to pay roll section, Yellow to employee. Blue to employees concerned
department. Green in Personal file of the officer. Pakistan Telecommunication Company Limited
pays great attention to their employee work life balance. In which leaves plays a very vital role;
there are several types of leaves PTCL provide to employees as follows:

1. Casual Leave: Casual leave is the general or ordinary leave an employee can avail. For
regular staff casual leave is 28 days per year while for contract employees it is 8 days in a
year.
2. Ex-Pakistan Leave: If someone wants to go outside of a country for some reason such as
Umra, or any other work outside a country. In this leave an employee will get a routine
salary. The leave will be on approval of the HR Manager.
3. Special Leave: Special leave is only for female and it will be 130 days in case of
Husbands death.
4. Medical Leave: Medical leave will be granted only in case of accident, illness, injury etc.
In this leave a certificate will be required from a doctor who is curing an employee.
5. Maternity Leave: Maternity leave is for female if she is pregnant or gives birth to a
child. This leave is for 90 days.
6. Extraordinary Leave: Extraordinary leave is for 1 to 3 years without salary. An
employee who have completed 5 year of service will get 3 years of leave and if an
employee have completed 3 year of service he will get 1 year leave.
7. Leave Preparatory to Retirement: In Leave preparatory to retirement an employee is
just preparing himself for retirement and he will get a routine salary. If an employee has
completed 25 years of service he can get 1 year of LPR. If someone does not want to
avail the leave then he will get paid for 6 month.
8. Leave Encashment: In leave encashment if an employee does not avail the LPR
vacations he will get 6 month extra payment and his routine salary also. He can also avail
a house for himself from PTCL. In the age of Sixty he will get retired.
9. Half Pay: Half pay is for the employees who want to go for temporary leave such as
Preaching. If an employee want no break in his service, then he get half pay and will
count present.
10. Disability Leave: Disability leave is for the employees who have suffered due to
accident.

MEDICAL FACILITIES
PTCL have well established plan for the employees health. PTCL have two dispensaries in
Peshawar region i.e.
1. Health Unit PTCL -------- Khyber Bazar Peshawar City
2. Health Unit PTC/PTS ----------Near BISE Peshawar
In every city PTCL has its dispensaries for their employees. If there is need for surgery then
PTCL have contract with the panel of Hospitals i.e.
1. CMH
2. Fauji Foundation
3. Al khidmat

PENSION BRANCH
PTCL has a separate branch for dealing pensions of senior employees who
are at the age of 60 years or completed 20 years of service. If someone
wants to get retire by his own will he must have to complete 20 years of
service in PTCL. If an employee died in and he has 10 or 15 years of service
then he will not be paid a pension. To calculate the pension amount for the
employee PTCL Pension Branch uses a formula which includes Basic
embalmment, Services. The formula is as follow:
Basic embalmment x Services x 7/300 =Gross Pension

COMMUTATION OR GRATUITY
Commutation or Gratuity is the amount which is sold to government that is
35% of the gross pension and the remaining 65% of gross pension is paid to
employees on monthly basis. For this 65% of gross pension the company
gives a Pension Book to their employees who have retired in the age of 60, or

completed 20 years of service with PTCL to draw money from Post Office or
National Bank of Pakistan. The commutation table is provided by the Ministry
of Finance.
The Pension Branch prepares a case and sends that to Lahore to Deputy
Director Pension and when they approve that pension the DDO makes the
payment. After 1997 Post office does not pay the amount of pension.

INCREMENTS
Increment are the annual increase in salary of all the employees working for
PTCL, it is based on the scale of an employee. For example 1300 rupees will
be added to the salary of grade 7, and rupees 1500 will be added to the
salary of grade 10, and 2400 rupees will be added to the salary of grade
above BPS-10. The increment has a limit of rupees 2400 per year.

INTERNSHIP PROGRAM:
As per existing policy approximately 194 internship offers were made during
2008-09. Currently, we are in the process of invigorating our Internship
Policy. During the last couple of years Internship Program at PTCL has
received special attention and focus. The overall concept has evolved from
its traditional perspective into a strategic perspective. We look forward to
this program not only as a learning opportunity for the participants but also a
prospect for PTCL in its continuous endeavor for talent hunt. It is the process
by which we not only contribute significantly to the development of the best
talent in professional and leading universities and schools, but it also aims at
creating PTCL Ambassadors that spread goodwill of the company all over
the country. This program is intended to provide students with the

opportunity to apply what they are learning in their academic pursuits to real
world situations. Through the successful implementation of this program,
PTCL looks forward to rightly identify, recruit, train and develop its most
important need of the day i.e. the Human Resource.

During my internship at PTCL I have worked in Human Resource department of PTCL. PTCL
didnt have a proper HR before but now it has a well establish Human Resource Department
named as PTCL HR Wing. HR Wing Comprised of some Branches such as:

1. Administration Branch
2. Examination Branch
3. Staff and Establishment Branch
4. Welfare Branch

5. Legal Branch
6. Dispatch Branch

PTCL Wins Global HR Excellence Award 2011

Pakistan Telecommunications Company Limited (PTCL) has won the prestigious 2nd
Global HR Excellence Award 2011 in recognition of its outstanding organizational
performance in the telecom sector.

HRM ANALYSIS
Human Resource Management is part of the organization concerned with the
people dimension. Human resource management has four major functions
i.e. Staffing, Training & Development, Motivation, and Maintenance. In these
four function comes much more sub function etc. PTCL Human resource
department consist of the seven branches named Administration, Personnel,
Examination, welfare, legal, and dispatch branch. All the branches have
some duties and responsibilities to complete and report to the Human
Resource Manager. In the analysis phase we will discuss about the
contemporary practices of PTCL. PTCL have an established Human Resource
Department and is playing vital role in the development of the Pakistan
Telecommunication company Limited. PTCL HR department is using an online
hiring management system to find the best fit for their organization. PTCL
has managed its official page on Face book, and has Official LinkedIn profile
to meet the need of the time.
As we discussed earlier that PTCL has a well-established Human Resource
Department but still there is a need to overcome on some weaknesses which
PTCL HR department exist, as follow:

Low infrastructure in the HR wing

No fresh blood, old employees

Low health and safety

Work burden on employee

Dont have proper performance appraisal system

Low Monitoring by the Human Resource Manager

Dont have proper space for the office files

Lack of responsibility

Low motivation of employees

Lack of reward system