EXECUTIVE SUMMARY

The focus of the report is to summarize my internship experience at Pakistan Telecommunication

Company Limited. Our main focus in this report is to check the working of HR department of
PTCL. PTCL today offers the widest range of services to its customers. PTCL has laid an Optical
Fiber Access Network in the major metropolitan centers of Pakistan and local loop services have
started to be modernized and upgraded from copper to an optical network. This report is being
started with the brief and complete introduction of organization, its historical background, its
services and its products. 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 of country’s telecommunication infrastructure. The company
consists of around 2000 telephone exchanges across country providing largest fixed line network.
GSM, CDMA, Broadband Internet, IPTV, Wholesale data and backbone services are other major
resources of PTCL, making it a gigantic organization.

The range of services include basic telegraph, fax, telex, Public data, Internet, E-mail, ISDN
(Integrated Services Digital Network), Universal Access Numbers (UAN), and other value
added services. Pakistan Telecommunication Company Limited is a professionally managed
company and has initiated measures, with active support of the Federal Government, to use a
corporate culture that benefits company. Pakistan Telecommunication Company Limited believes
that it has an inherent potential that it can exploit to emerge as an important and active business
entity.

I have described the overall working of PTCL regarding all departments at regional level and
cooperate level. I have completely observed the company management system in detail, its
management styles, procedure of operations. I have a comprehensive analysis of the marketing of
PTCL in which I completed the four P’s of marketing mix. I have also done financial analysis of
PTCL, its accounting and finance procedures with the help of trend analysis and ratio analysis. I
have also done a comprehensive analysis of the working of HRM department and details of the

1|Page
employees their incentive, benefits, and compensation. Find out their weaknesses and give
suggestions for improvements. Human Resource Management practices followed by the company
were seen practically whether the company adopted them according to the international labor law
standards or not. My Internship report contains all the information about my work experience in
PTCL. As an Intern, I spent good time in learning.

As an intern it was an immensely learning experience. I learnt to deal with different situations and
gained experience of organizations working environment, which affects an employee performance
and attitude towards work and had good time in learning and performing duties as HR Intern.
Confidence, on time decision making, consistency, hard work, teamwork, seeking success out of
dark, innovation, creativity, organizational survival and customer handling techniques are the key
learning’s out of my training and I would like to say that it will be one of my best skills that would
remain with me and help me in future. I would like to highlight this that my experience with PTCL
was very memorable and full of leanings where I found lot of positive changes in my attitude
learning and behaviour.

2|Page
 PRESIDENT’S MESSAGE:

I have taken immense pride in assuming the duty as President and CEO of PTCL, which is a great
opportunity for me to execute my responsibilities as a team leader. To me Pakistan and PTCL are
synonymous with an opportunity for growth. The potential of this growth is visible to me as it is
about the human capital we have in the form of talented and experienced employees. I can assure
you that with the traditional dedication and determination of PTCL workers we will transform this
company into a world class ICT Company.

I am proud of my fellow colleagues who have been leading the market so far and
have been adapting to changing technological advancements. After the deregulation
in the telecom sector of Pakistan, PTCL is now again ready to face new challenges
in a competitive environment.

3|Page
 Introduction of Report:

Introduction:

As a part of the requirement of BBA degree 6 weeks internship is necessary for all the students.
This covers the background, purpose, objective and methodology of the report.

Background of study:

The internship requirement in the Associate degree in Buisness led me to experience an exciting
and professional exposure to PTCL as an intern.

Purpose:

Internship training program during Bachelors in Business administration Program is necessary

for the partial fulfillment of the completion of Degree of Bachelors in Business Administration.
The purpose of the internship to take the practical experience about what we study.
Internship is the climax that provides me with real-world experience in work setting. Ideally,
internship enables the interns to:
a) Supplement and support the theoretical basic knowledge in the classroom.
b) Learn real-life work skills and etiquette hands-on at a real job
c) Discover where further competence is needed,
d) Become better acquainted with the types of work settings in which such competence can
be applied

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Objectives:

I worked as an internee in PTCL regional office, Gujranwala. The main objectives to work in
PTCL were:

 To get some experience in working with well-reputed organization.

 To gain knowledge about the professional environment of the telecommunications
organizations.
 To know about the processes and working of telecommunication organizations.
 To deal and manage with the situation of stress.

Methodology:

There are mainly two methods that are used for the collection of data

1Primary Data:

 Observation of functions of Branch operations on the spot.

 Observation of different processes of Branch on the spot.

2.Secondary Data:

 Internet is very helpful for me to study more about PTCL of Pakistan.

 Material provided by PTCL employees
 Annual reports

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Summary:

The report include the detail about the introduction of the report. Internship training program
during Bachelor in Business administration Program is necessary for the partial fulfillment of the
completion of Degree of Bachelor in Business Administration. Internship will enable interns to
integrate and use my knowledge and skills from the classroom.

For achieving my purposes, objectives and for the preparation of the internship report I required
some kind of data, I used both methods of data collection that are primary sources and secondary
sources for that purpose.

INTRODUCTION OF TELECOM INDUSTRY

The history of telecommunication in the sub-continent is as old as the history of our slavery. In the
subcontinent before independence, this sector was under the Indian post, telegraph department,
and developed as a successful industry. The department was being run by the government, and
played multiple roles as regulator, policy maker, operator and service provider in the country. Later
T&T department was converted into corporation. Although the corporation was earning huge
profits from the services, it was reinvesting the same profits into the provision of more telecom
service but the investment was not enough.

Further, with the technological advancement, more and more telecom service was becoming
available but there was not enough money available with the corporation to install new telecom
system for the provision of modern services. Resultantly, a digital divide prevailed in Pakistan
keeping it behind its neighbors and other comparable countries in term of telecom access. The
telecom sector has contributed 2% towards the overall GDP growth with the revenue of over PKR
235billion.

Telecommunication is the broadcasting of information over significant distances to communicate,

with the help of different transmission devices. The starting of communication globally took place
with the use of smoke signals and drums in Africa, The Americans and in Asian parts. Today the
dynamism of international telecommunication markets is broadly attributed to a progressive liberal

6|Page
principal environment and fast technological developments, Countries have now recognized the
importance of current trends in IT, and their impacts on the economic and social lives of the people.

Six years into a year’s century, the telecom sector of the world finds itself at crossroads, after
changing itself almost beyond recognition over the last 20 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 an unprecedented
pace. Although there has been phenomenal growth in Pakistan, especially in cellular mobile
communication and in the internet, yet the tele- density remains almost stagnant.

Prices are likely to go up. Analysts say that Mobilink will perform best in terms of revenues in
future. They are likely to use their position by getting more aggressive in pricing. Telenor will not
remain behind in increasing prices. Experts say that they will not get as aggressive as Mobilink
but they will twist the tariffs to increase their margins. Ufone and Zong are likely to remain price
efficient networks. Cellular companies are likely to focus on new innovative services that can get
popular.

PTCL will remain the dominant player in broadband market. The telecom sector of Pakistan has
also entered into a new era. The monopoly of PTCL is now over and the sector is moving towards
liberalization. While liberalization and competition are synonymous, the future scenario also poses
some challenges to the market dominance of PTCL. The company is ready to face this challenge
and maintain its revenue streams in the face of forthcoming competition.

The telecommunication industry has been the highest contributor to the government exchequer.
Last year alone, it was responsible for 133 billion rupees to the government’s income in the form
of various taxes. The telecom industry experienced a new boom in the first decade of the 21 st
century. This led to massive investment in, both foreign and domestic.

With a volatile growth of Information and Communication Technologies over the past few decades
involving broadcasting, satellite communication, public telephony and IP networking the
telecommunications have observed evolutionary escalation. The Global telecommunication
industry break through was the breakup of AT&T and the privatization of British Telecom in 1984,
which led to a wave of deregulation and liberalization movement. However, in developing

7|Page
countries it took time to kick off and join the deregulatory bandwagon. Having all the facts at hand,
the industry is considerably reliant on development, both infrastructural and technological.

COMPANY BACKGROUND

From the beginnings of posts and Telegraph department in 1947 and establishment of Pakistan
Telephone and 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. 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 mid-
1996. 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

8|Page
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. The first major product
initiative taken towards a changing PTCL during the year 2006-07, was the launch of PTCL’s
Broadband service. PTCL achieved unprecedented success in Broadband service as it added over
10,000 customers within the first 120 days of its launch. As telecommunication monopolies head
toward an imminent end, services and infrastructure providers are set to face even bigger
challenges. The post-monopoly era came with Pakistan’s Liberalization in Telecommunication in
January 2003. On the Government level, a comprehensive liberalization policy for telecom sector
is in the offering.

In April 2006, Emirates Telecommunication Corporation, which is commonly known as Etisalat,

has assumed management control of Pakistan Telecommunication Corporation Ltd part of the
$2.6bn deal to buy a 26% stake in PTCL. 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. 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 salary 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.

9|Page
Chapter 1:

INTRODUCTION OF PTCL

Pakistan Telecommunication Company Limited (PTCL) is the primary provider of

Telecommunication services in Pakistan. The range of services include basic telephony, telegraph,

10 | P a g e
fax, telex, public data, Internet, E-mail, ISDN (Integrated Services Digital Network), Universal
Access Numbers (UAN), another value added services.

Pakistan Telecommunication Company Limited (PTCL) is the largest telecommunication

company in Pakistan with 3200 exchanges, 11 training Centers and Tier III Certified Data Centers.

Pakistan Telecommunication Company Limited is a professionally managed company and has

initiated measures, with active support of the Federal Government, to inculcate a corporate culture
that benefits company. Pakistan Telecommunication Company Limited believes that it has an
inherent potential that it can exploit to emerge as an important and active business entity. Pakistan
Telecommunication Company Limited has some basic strength and the potential that needs to be
exploited into real business opportunities. The directors of the company feel that a firm and
unwavering commitment towards provision of a complete range of market driven
telecommunication services to its customers using state of the art technology proven products and
a customer care approach is essential in a rapidly expanding telecom market. The radical change
from a monolith state controlled culture to a open market competitive environment. The customer
is becoming and more conscious of the value of telecom services in an improving business
environment.

The advent of digital systems, increasing application of computer technologies and development
of wide-band systems has generated new customer needs. Innovative products and services such
as cellular mobile, high-speed data, Internet etc are much in demand. The current decade has
proved to be period of sector restructuring and growth globally. To keep pace with the changes
and to meet the emerging new demands, Pakistan Telecommunication Company Limited, has
adjusted its programs to meet the requirements of the market. Traditional telecom monopolies like
Pakistan telecommunication Company Limited need to explore new avenues of technology and
financing to accomplish a quantum leap in growth and bridge the gap between demand and supply,
still remaining financially viable. The company has taken initiatives and a change is gradually
becoming visible through expanded capacity and increasing revenue. Pakistan Telecommunication
Company Limited has taken decisions to cope with the competition within the next years.

11 | P a g e
Pakistan Telecommunication Company Limited is following a business-oriented policy to
associate private entrepreneurs in telecom sector development. The options are based on
interconnect and revenue sharing arrangements with license operators and through outsourcing
revenue sharing with O & M contractors as business partners. PTCL has successfully entered into
arrangements with foreign and local telecom companies.

Private sector data and Internet services providers are operating under license and revenue shares
arrangements. Internet & information technology services are now very popular in the market and
numbers of new entrants are competing, providing Pakistan Telecommunication Company
Limited an opportunity lease capacity. Its available IT & Internet infrastructure both for private
sector licensed operators and Pakistan Telecommunication Company Limited own customers.
PTCL is fully aware of the same, and future policies feature a strong conviction of healthy
competition.

Pakistan Telecommunication Company Limited (PTCL) is the largest telecommunication

company in Pakistan with 3200 exchanges, 11 training Centers and Tier III Certified Data Centers.

Pakistan Telecommunication Company limited (PTCL) is the largest telecommunication service

provider in Pakistan with employee strength of around 30000 and 5.7 million customers. PTCL
also continues to be the largest CDMA operator in the country with 0.8 million V-Fone customers.
The company maintains a leading position in Pakistan as an Infrastructure Provider to the other
telecom operators and corporate customer of the country. The company provides a verity of up-to-
date home user, corporate and wholesale communication services e.g. telephony, internet,
television, video conferencing etc.

The company structure spread over the entire country, which facilitates the company in providing
services to the value added customers in every part of the Pakistan. Geographically the company
is divided into: Headquarters, north, South, Central, and west Zones and functionally in
Commercial, HR & Admin, Corporate Development, Finance, Operations and Technical
departments. The hierarchy of the company comprises of the following cadres: President and CEO,
Senior Executive Vice President, Executive Vice President, General Manager, Senior Manager,
Manager, Specialist, Management Trainee and Non-Management Employee.

12 | P a g e
In April 2006, Emirates Telecommunication Corporation which is commonly known as Etisalat,
assumed management control of PTCL –part of the $2.6 billion deal to buy a 26% stake in PTCL.
The successful privatization of PTCL and consequently Ufone is hailed in a new ear for
telecommunication in Pakistan.

PTCL OFFICE LOCATION:

13 | P a g e
 Address: Gift university road, Opposite to BISE Gujranwala, Pakistan.

Phone No: +92 55 3892881

E-mail: ptcl.net.pk

HISTORICAL BACKGROUND

From the humble beginning of post & telegraph department in 1947 and Establishment of
Pakistan telecommunication limited, to this every day, ours is story of commitment and vision.

 1947-Establishment of post & telegraph department (P&T)

 1961- Establishment of Pakistan telegraphs & telephone department (PT&T)
 1990-1991-Establishment of Pakistan telecom Corporation (PTC)
 1995-About 5% of PTC assents transfer to PTA, FAB (frequency allocation board) &
NTC (National Telecommunication Corporation)
 1996- PTCL Formulation and listing on all Stock Exchanges of Pakistan.
 1998- Establishment of Mobile (Ufone)
 2001- Establishment of Internet (PakNet) subsidiaries.
 2007- privatization and took over of management of Etisalat
 2010-introduction of corporate product services with large corporate product line
 2012-shift toward automation and world-class system and platform such as CRM, PMC,
EFQM. Biggest implementation of SAP

14 | P a g e
  2015-New leadership appointment, Daneil Rits joins PTCL as presidents. Employer
brand bringing fresh management trainees onboard in summit program.
 2016- EFQM most desirable organization in last two years.
Introduction of FUEL program. Certification of IIA (institute of internal auditor) to top
5% employer

Pakistan post and telegraph (P&T):

At the time of independence, telecommunication services were performed by single department

known as Pakistan post and telegraph (P&T).This department started its telephone service with
only 12346 telephone lines and seven telegraph offices all over Pakistan. All the telephone
service at that time was manual. This department continues its business up to 1962.The
government of Pakistan adopted the government of India telegraph act 188 to control and direct
the activities of telecommunication

Pakistan telephone and telegraph (PT&T):

The first step towards renovate in telecommunication sector was made in 1962.At that time the
Ayyub khan government decided to separate the (PT&T) department into two separate
departments Pakistan post and Pakistan telephone & telegraph (PT&T). Director General headed
this department

The decision making power was concentrated, whilst the responsibilities were delegated to
general managers and chief engineers and general managers reporting directly to the director
general. The

15 | P a g e
Centralized structure of PT&T caused inefficiency in operations and long delay in implementing
decisions.

Pakistan Telecommunication Corporation:

The erstwhile telegraph and telephone department was converted in statutory corporation on

15-12-1990.it has its own legal identity totally separated from government of Pakistan. It
provided the opportunity for the development of telecommunication facilities to an
unprecedented level and for an increased customer satisfaction.

Re-structure of PTC:

The PTC was further segregated into four separate units in 1996

 Pakistan Telecommunication Company limited (PTCL)

 Pakistan telecommunication authority (PTA)
 National Telecommunication Corporation (NTC)
 Frequency allocation board (FAB)

Pakistan Telecommunication Company limited (PTCL):

Pakistan Telecommunication Company limited is the primary provider of telecommunications

services in Pakistan. The range of its services includes basic telephone, telegraph, fax, telex,
email, digital cross connect, public data network, internet, isdn, and other digital facilities.

Pakistan telecommunication authority (PTA):

16 | P a g e
Pakistan telecommunication authority is a regulatory body responsible for monitoring the
telecommunication business in Pakistan. It frames rules and regulation for private telecom
companies such as mobile phone companies, internet service providers, paging companies and
pay card phone companies. It also issues licenses to the new companies in entering to this
business.

National Telecommunication Corporation (NTC):

National Telecommunication Corporation (NTC) is responsible to provide the

telecommunication services to the various departments of government and armed services.

Frequency Allocation board:

This organization has been established to allocate Radio and wireless telecom frequencies to
various organizations within the country. The latest development in this regard is that FAB is
establishing monitoring station in order to check the validity and legality of the utilization of
circuits.

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.

Pakistan telecommunication corporation (PTC) took over operation and function from Pakistan
Telephone and Telegraph department under Pakistan Telecommunication Corporation act 1991.

17 | P a g e
This act coincided with the government’s competitive policy, encourage 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 mid-1996.

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. A recent DSL service launched by PTCL reflects this
by the introduction of a new brand name and operation of the service being directly supervised
by PTCL.

As telecommunication monopolies head towards an imminent end, services and infrastructure

providers are set to face even bigger challenges. The post-monopoly era came with Pakistan's

Liberalization in Telecommunication in January 2003. On the Government level, a

comprehensive liberalization policy for telecom sector is in the offering.

18 | P a g e
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 countrywide protest
and strike by PTCL workers. They even disrupted Phone lines of some big Government
institutions like Punjab University and many lines of public sector were 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) . 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 new advancement in telecom for Pakistani consumer.

Present status of PTCL:

After having brief introduction from past end of PTCL now we move towards the current
situation of the company .PTCL not face any recession in current year 2018.I

Pakistan Telecommunication Company Limited (PTCL) announced its financial results for the
quarter ended March 31, at its Board of Directors meeting held on Wednesday.

PTCL group’s revenue for the quarter has grown Year on Year (YoY) by 4 per cent to Rs30
billion as a result of positive contribution by all group companies. After arresting the rate of
revenue decline in 2017, PTCL Q1, 2018 revenue of Rs 17.5 billion has registered growth for the
first time since Q2 2014 and posted an increase of 1 per cent over the same quarter of last year.

Ufone revenue has improved by 4 per cent YoY despite tough competition in the cellular market.

UBank, a microfinance banking subsidiary of PTCL, has shown very high growth and almost
doubled its revenue over Q1, 2017.

19 | P a g e
PTCL Group’s operating profit for the quarter improved by 27 per cent compared to same period
of last year, normalised forone-offss.PTCL Group’s bottom-line has, however, declined by 10
per cent to Rs 1billion mainly due to the adverse impact of currency devaluation. adjusted for
forex impacts and other one-offs, the bottom line of the group would have been 28 per cent
higher than last year. PTCL’s flagship fixed broadband DSL service accelerated its momentum
and posted revenue growth of 9 per cent over Q1, 2017.There is, however, a decline in domestic
and international voice revenues due to continued conversion of subscribers to OTT and cellular
services resulting in declining voice traffic volumes. PTCL’s operating and net profit is lower by
3 per cent and 14 per cent compared with Q1 of last year mainly due to higher marketing and
customer acquisition cost spent at the start of the year and lower non-operating income due to
reduced funds on account of VSS and CAPEX investment during last year respectively.

In this part focus will be on the Structure of organization Technical & operational Network
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
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- 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

20 | P a g e
(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-gazette 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.

VISION:

To be the leading Information and Communication Technology Service Provider in the region by
achieving customer satisfaction and maximizing shareholders ‘value’.

21 | P a g e
 MISSION:

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

An organizational environment that fosters professionalism, motivation and quality.

CORE VALUES:

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 Professional
Teamwork
Integrity

Core Values

Customer Loyality to the

Satisfaction Company

OBJECTIVES OF PTCL:

Objectives are the ends towards which activity is aimed. These are the results to be achieved.
Pakistan Telecommunication Company limited states its objectives as under

1. To provide quality services to its customers in Pakistan.

2. To provide maximum satisfaction to its customers by using the latest technology.

3. To increase the worth of owners.

4. To lead the telecommunication industry in Pakistan.

Chapter 2:

23 | P a g e
 PTCL POSITIONING STATEMENT

“Hello to the Future”

“Hello to the future” is an amalgam of our vision, brand philosophy, brand values and strategy.
The essence is “futuristic approach”. The positioning statement “Hello to the Future” is basically
comprised of two words “Hello” and “Future “that provides the inward communication through
the word “Hello”, i.e. PTCL welcomes its customers and the future. Also it offers the outward
communication through the word “Future” by promising customers the futuristic ideas and
products. The first key word “Hello” captures the essence of the whole telephony network that is
the backbone of PTCL. “Hello” is a word which is related to the telecommunication history and
has been used ever since and will be used in future. This word expresses the welcoming nature of
the PTCL brand, its customer oriented approach and warm environment. Everyday most
conversations and relationships start with the word “Hello”, hence it portrays the relationship
building of PTCL with its customers.

The second key word “Future” translates PTCL philosophy in a nutshell to provide planned and
proactive solutions and products to its customers. PTCL is constantly evolving and taking its
customers into the future. The word “Future” holds the promise that PTCL is committed to, by
providing complete customer satisfaction through innovative and futuristic services and products.
PTCL is breaking the stereotypical perception launching into the Future embracing it as the
mission to transform the world of telecommunication and the way its customers communicate.
PTCL establishes itself as a futuristic entity which is working constantly towards inventing
paramount solutions for its customers.

24 | P a g e
 Organizational Chart Of PTCL

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 “President”. Then come to 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 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

25 | P a g e
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 specialist.

Regional office hierarchy:

Regional offices hierarchy start from (General Managers) head of PTCL Regions then 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-gazette 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 recruited by the HR Department headed by
SEVP HR. The HR experts are responsible for hiring & further streamline its recruitment
process.

PTCL Data Centers:

PTCL owned tier 3 certified data center in following cities,

PTCL data center Karachi

PTCL data center Lahore
PTCL data center Islamabad

Main Offices:

26 | P a g e
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.

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

SHARED REGISTRAR:

M/S FAMCO Associates (Pvt.) Limited

8/F, Next to Hotel Faran, Nursery,

27 | P a g e
 Block-6 P.E.C.H.S., Shahra-e-Faisal,
Karachi
Tel # 021-34380101-2
Fax # 021-34380106
Info.shares@famco.com

No of Employees In PTCL:

PRESIDENT & COMPANY SECRETARY 02

Senior Executive Vice President 07

Executive Vice President 22

Chief Engineers 26

General Managers 94

AGM, DY. GM, Director, System Analysts, Dy. Managers, 2500

RTO, CS, SE, DE, SAO, DM, SRO etc

ADE, AE, SDO, AO, SL, Lectetc 20,000

ES, Assistant. PA, Tech, LM. UDC, KPO,Khakroob, Mali, 47,000

HC, etc (almost)
Total Employees 70,000
(almost)
Note: This figure includes all permanents, contract bases and
also appointed under new terms and conditions during the
year 2005.

Number of employees:

After the restructuring of PTCL, many of employees adopt VSS. Now there are more than 30000
employees in PTCL who are working in all over in the Pakistan they are the assets of the
company and they are the responsible for the good will of the company. Company also focuses
28 | P a g e
on the status of their employees and give them performance appraisal program with incentives
and medical treatment.

Meetings:

Annual General Meetings are conducted every year in which performance of PTCL
throughout the year January - December is reviewed, business plans are made and all
important matters are dealt with. New Policies, Regulations, Goals and Objectives are made
and Strategies are devised to achieve those Goals and Objectives. Future plans are made.
Need basis are identified, up gradation, Deletion, and launch schemes of new products and
services are made.
Furthermore Semiannually and Quarterly meetings are also made to deal with
important matters of the organization.

Chapter 3:

Management Styles of PTCL:

Corporate information:

MANAGEMENT Hierarchy:

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Under this point, there is discussion about overall organizational management structure and
management structure of a regional level.

 Walid Irshaid
President and Chief Executive Officer

 Muhammad Nehmatullah Toor

CFO (Chief Financial Officer)

 Syed Mazhar Hussain

CHRO (Chief HR Officer)

 Muhammad Nasrullah
CBOO (Chief Business Operations Officer)

 Hamid Farooq
CBDO (Chief Business Development Officer)

 Furqan Habib Qureshi

CMO (Chief Marketing Officer)

 Kamal Ahmed
CDCSO (Chief Digital & Corporate Services Officer)

 Jamil A. Khawaja
CCCO (Chief Customer Care Officer)

 Tariq Salman
CTO (Chief Technical Officer)
 Raed Yousef Ali Abdel Fattah
CIO (Chief Information Officer)

 Jamal Abdalla Salim Hussain Al Suwaidi

CPO (Chief Procurement Officer)

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  Muhammad Shehzad Yousuf
CIA (Chief Internal Auditor)

 Farah Qamar
Company Secretary

 Zahida Awan
 EVP (Legal Affairs)
BOARD OF DIRECTORS:

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 Mr. Akhlaq AhmadTarar
Chairman PTCL Board

Mr.Abdulrahim Abdulla Abdulrahim Al Nooryani

Member PTCL Board

Dr. Waqar Masood Khan

Member PTCL Board

Dr.Daniel Ritz
Member PTCL Board

Mr. Mudassar Hussain

Member PTCL Board

Mr. Fadhil Mohamed Erhama Al Ansari

Member PTCL Board

Mr. Serkan Okandan

Member PTCL Board

Miss. Farah Qamar

Company Secretary PTCL

32 | P a g e
AUDITORS:

 A.F. Ferguson & Co.

Chartered Accountants:

 BANKERS
 Allied Bank Limited
 Askari Bank Limited
 Bank Alfalah Limited
 Bank Al Habib Limited
 The bank of Punjab
 Dubai Islamic Bank
 Faysal Bank Limited
 Habib Bank Limited (HBL)
 Habib Metropolitan Bank Limited
 MCB Bank Limited
 Meezan Bank Limited
 National Bank of Pakistan
 NIB Bank Limited
 Silkbank Limited
 Standard Chartered Bank (Pakistan) Limited
 United Bank Limited

Morale and Efficiency of workers:

PTCL company enhance the employee morale by providing some facilities. Work environment
and employee performance in Pakistan. It aims to test a model based on five dimensions of work
environment and their effect on the performance of employees. The data were collected from 115
employees of Pakistan Telecommunication Company Limited (PTCL) and processed through

33 | P a g e
Statistical Package for Social Science (SPSS) to apply statistical tests, that is, descriptive
statistics, Pearson's correlation and regression analysis, to investigate the relationship of the
selected variables. The results of the study reveal that most of the employees are males working
at the supervisory level. The Pearson's correlation results show that all the independent variables
have strong and significant relationship with employee performance, especially physical working
conditions which reflect the strongest positive and significant relationship. Whereas the results of
regression analysis reveal that performance of employees mostly depends on physical working
conditions, training and development and communication practices. It was concluded that the
entire hypotheses were upheld. The work environment has an impact on an individual's ability to
work safely, competently and in compliance with operational performance targets. It is necessary
to train the employees to efficiently and effectively handle the work overload. The current study
suggests that improvement in the working conditions leads to better employees' performance. It
could result into improved performance of the organization due to retention of employees and the
retained employees try their best to perform well at their work place.

Improve efficiency and morale through:

 Don't be Afraid to Delegate. ...

 Match Tasks to Skills. ...
 Communicate Effectively. ...
 Keep Goals Clear & Focused. ...
 Incentivize Employees. ...
 Cut Out the Excess. ...
 Train and Develop Employees. ...
 Embrace Telecommunication…

34 | P a g e
Chapter4:

Nature of Organization:

PTCL offers both products and services. PTCL is the largest telecommunication provider in
Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million
V-ƒone customers. The company maintains a leading position in Pakistan as an infrastructure
provider to other telecom operators and corporate customers of the country. It has the potential to
be an instrumental agent in Pakistan’s economic growth. PTCL has laid an Optical Fiber Access
Network in the major metropolitan centres of Pakistan and local loop.

Services have started to be modernized and upgraded from copper to an optical network. On the
long distance and international infrastructure side, the capacity of two SEA_ME-WE submarine
cable is being expanded to meet the increasing demand of international traffic.

PTCL is currently operating in two basic services

 Fixed local loop services

 Wireless local loop services

PTCL the incumbent operator still retains virtual monopoly in both fixed and wireless local loop
services. The company has maximum presence across the country for both wireless and fixed local
loop network. PTCL has market of only 3 - 4 million subscribers while no major bundle package
for the cellular mobile segment was announced that has market of more than 100 million
subscribers. PTCL is offering array of value added services to the subscribers with connections of
both fixed and wireless including high speed broadband, IPTV, free voice mail service, free email
account, Personal Global Number, Wi-Fi services and many more.

35 | P a g e
Long Distance International services are an integral part of Pakistan’s telecom industry which is
responsible for carrying international traffic from Pakistan to abroad and terminating international
traffic in Pakistan. PTCL is also in that business as well.

PTCL has also maximum market share in the broadband market. Today incumbent is offering
broadband services in more than 100 cities of Pakistan. And are aspiring 3 million subscribers in
the next 5 years. Recently PTCL has also entered into the smart TV market and offering wide
coverage in big cities of Pakistan. With the emerging technology of 3G and other wireless services
PTCL has now set up strong businesses and offer variety of products.

PTCL’S CORE OBJECTIVES:

The primary objective of Pakistan Telecommunication Company Limited is to provide

telecommunication services to the people in the country or in short to satisfy the
telecommunication needs of its customers. Responding to the rapid economic and technological
growth, the company is determined to meet the challenge of expanding needs of telephone and
data communication such as public data network, integrated services digital network and Internet
services.

The major focus of attention is to improve and expand the services, minimize the faults and provide
communication facilities to rural areas. It is also one of the major objectives of management that
the company should not improve its performance but also encourage the private sector to enter the
Tele business. The company has entered the domain of free market economy, which necessitates
the liberal management policies and private sector.

The following basic policy steps have been taken to meet the objectives laid in PTCL Act to expand
and operate telecommunication services in the country. The main objective of any company is to
earn the profit and minimize expenses by winning goodwill in the market.

LONG-TERM OBJECTIVES OF THE ORGANIZATION:

Provision of Telecom services all over the Pakistan.

Plan, establish and maintain telecommunication.

36 | P a g e
 Acquire, promote and manage research and development, transfer of technology and
software development including manufacturing of telecommunication equipment and
plant.
Enhance efficiency, improve quality and expand the system to meet customer satisfaction
and provide service on demand.
Great congenial climate for binding of human skill and horizon of employees through
training and education.
Convert its cash basis single entry accounting system to accrual basis double entry system
meeting the commercial international accounting standards.
To introduce computerized directory assistance and complaint services reform billing and
a revenue collection system.
Strengthen relation with foreign international administration, entities, services providers,
international and regional telecom organizations for better international communication
and technical cooperation in telecommunication business.
Expand customer awareness of all value-added services of PTCL.
To improve the efficiency of Customer Service Centres by deputing qualified persons who
are well aware of public relation techniques

PRODUCTION FACILITIES:

Company profile:

PTCL offers a wide range of services for its clients all over the Pakistan. These services are
Telephone connections, billings, customer services, operations, 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.

37 | P a g e
Business stream at PTCL:

Corporate services:

PTCL provide customize services to businesses according to their need. Corporate services of
PTCL are under following,

 Voice
 Audio conferencing
 Fixed line
 Voice mail services
 ISDN-BRI
 Satellite phone
 IP

38 | P a g e
  Business DSL
 Analogue channels
 Web hosting services
 Security and surveillance

Carrier and wholesale services:

PTCL has 110 links for carrier in 44 countries. There are flowing services for carrier and
wholesales are under following:

 Telecom operator’s
 Sky link
 Leased circuits (IPC/DPLC)
 International IP services
 PTCL metro fiber network
 Interconnection services
 Payphone
 White label services
 Wavelength services
 Calling card and LDI
 Broadband
Consumer services:

Number of consumer services also available for ultimate consumer, which are available in
different packages in easy way. Consumer services are following

 PTCL landline
 Vfone
 Smart TV
 Pakistan packages
 Calling card

39 | P a g e
  Phone and net
 Conference call
 Broadband
 Broadband Pakistan
 Evo wireless
 Web hosting
 Dialup internet
 Dialup vfone

Products and services of PTCL:

As PTCL is the backbone of telecommunication sector in Pakistan providing in abundant

products and services .Following are the PTCL products and services,

Products

 Landline
 High-speed broadband
 Wireless
 IPTV
PTCL Landline:

For local calls the code used is non-STD. For calls to other cities (e.g. Karachi to Lahore) the
code is called STD. For International calls the code used is ISD Dialing System.

When dialing on landlines, calls made within cities are considered local calls. Calls to other cities
(e.g. Karachi to Lahore) are considered long distance calls and are metered according to distance.
(E.g. When dialing to Lahore from Karachi you have to dial the code for Lahore the followed by
the number of the destination, therefore you dial 0423-XXX-XXXX). For local calls, you just dial

40 | P a g e
the local number. For International calls, you dial “00” followed by the country code. (E.g. For
calls to the UK from Pakistan you dial 00-44-XXXXXX

3G EVO tab:

Introducing Pakistan’s First 3G Enabled Smartphone Android Tablet—3G EVO Tab. Powered
by Google Android Froyo2.2 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 100 cities nationwide.

Packages:

PACKAGE PRICE VOLUME

EVO Tab Unlimited Rs.2000 Unlimited data volume

EVO Tab 5 GB Rs.1500 5GB Data Volume

EVO Tab 2 GB Rs.1000 2 GB Data Volume

EVO Wireless Broadband:

EVO wireless Broadband is the latest service from PTCL that offers High speed wireless internet
Access and is the latest evolution in internet. Wireless options are also available under the 'EVO
Nitro' Evo wingle or 'CharJi Evo' brand names. This is done by using PTCL's 1900 MHz WLL
frequency that was previously used for their Vfone CDMA2000 network.

41 | P a g e
Ufone GSM is also a wholly owned subsidiary of PTCL, it also the third largest cellular provider
in the country. It provides both GSM and HSPA+ services over the 900, 1800 and 2100 MHz
bands.

It has been introduced in big strata’s. One can get up to 10 times the peak data rate of the next best
public wireless solution up to 3.1 Mbps download and up to 2.4 Mbps upload speed. It also allows
the user to be connected wherever they are not only for email, but also for downloads, large files,
photo, spread sheets, etc.

EVO Wireless:

PTCL EVO is Pakistan’s fastest 3G Wireless Broadband

Internets which offer its customers – “superior 3G internet
experience”. With flexibility to roam freely like never before, in
99 cities Nationwide, Evo Wireless Broadband is enabling the
wireless broadband revolution in Pakistan in its true sense.

PTCL V-fone:

Over the mountains and across the plains; in deserts and

through cities, V-fone is the country’s largest WLL network.
It is a product which is wireless. We can use anywhere in
Pakistan. Internet and web browsing is also its feature. It is
under CDMA.

PTCL Broadband:

42 | P a g e
PTCL Broadband is the largest and the fastest growing
broadband service in Pakistan. Since its launch on 19th
May 2007, PTCL has acquired 432,821 Broadband
customers in over 414 cities and towns across Pakistan,
leading the proliferation and awareness of Broadband
services across Pakistan. It is providing high speed
internet browsing. DSL is now in top internet speed.

Broadband Wi-Fi:

PTCL has launched a Broadband Wi-Fi Service to its fixed

line Broadband that gives users the access to use Broadband
service anywhere within a house.

Local Call Charges:

PTCL Charges and timing for local call unit will be as under:

LOCAL

Landline to Mobile Rs. 2.50 per minute

Landline to Landline and Vfone Rs 1.00 per minutes

43 | P a g e
PTCL V- ƒone:

PTCL also continues to be the largest CDMA operator in the country with approximately 1.25
million V-ƒone customers.

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) and EVDO
Broadband.

IPTV:

PTCL offers one of the world’s first commercial digital HD TV services based on DVB-IPTV with
the brand name of smart TV. PTCL users also stream live TV using the smart TV application for
windows and Android.

PTCL Broadband services:

44 | P a g e
PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. Since its
launch on 19May 2007, PTCL has acquired 668,376 Broadband customers in over 605 cities and
towns across Pakistan, leading the proliferation and awareness of Broadband services across
Pakistan.

PTCL provides Experience of the internet at its fastest with high speed access Broadband Pakistan,
simultaneously; enjoy Voice service over the same line without any extra cabling connections.
Broadband offers DSL service reliability, affordability and connectivity.

Features:

Cost effective always on internet access

High speed data download
Unlimited download
Free Modem
Convenient Ordering on phone and web
No upfront charges

PTCL has doubled its broadband data rate speed and upgraded all its existing 2Mbps customers to
4Mbps data rate on the same tariff and all existing 4Mbps customers have been upgraded to 6Mbps
data service at the same tariff. In addition a new 8Mbps package has also been introduced. PTCL
will have the following data rates for all its broadband existing and new customers with effect
from July 15th 2010.

1Mbps at Rs 1199

45 | P a g e
 2Mbps at Rs 1499
4Mbps at Rs 1999
6Mbps at Rs 4999
8Mbps at Rs 6999

Broadband Pakistan is now available in over 605 cities/town including Lahore, Karachi,
Islamabad, Rawalpindi, Quetta, Faisalabad, Multan, Hyderabad, Peshawar, Gujarat, Gujranwala
and Bahawalpur.

With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where till
a couple of years back there was very little awareness in the country about broadband & high speed
internet services. PTCL made the broadband technology affordable by lowering the barriers to
entry, by geographically bringing the service within the reach of a common user across Pakistan
and by continuous improvements in customer care for the service.

Smart TV services:

Using its state of the art Broadband network, PTCL entered the media sector on 14th August 2008,
by launching a digital interactive television service for the first time in Pakistan. Employing the
IPTV (Internet Protocol TV) technology, 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
now a day’s providing smart TV services in different areas. Over 150 live channels are available
to see with good picture quality.

Branded under ‘PTCL Smart Line’, the service includes Interactive Television, Broadband and
voice telephony all at the same time on PTCL’s telephone line. Besides offering the highest digital
quality TV picture, the most revolutionary section of this offering is the ability to ‘rewind’ and

46 | P a g e
‘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 125 live channels and over 500 Movie titles
through its Videoon Demand service’. The service is available in 15 cities including Karachi -
Lahore - Islamabad - Rawalpindi - Gujranwala - Faisalabad - Peshawar - Sialkot - Multan -
Sargodha - Jehlum - WahCantt - Taxila - Hyderabad &- Abbotaba however it is planned to
be expanded to all the major cities and towns across Pakistan during the year 2010

Launched for the first time in Pakistan using the flexible Internet Protocol (IP) technology, PTCL’s
Smart TV is service which allows customer to be more interactive and more in control with their
TV service as compared to conventional TV broadcast or cable TV. Smart TV delivers television
programs to households via broadband connection and requires a subscription, a set-top box, and
offers key advantages over existing cable TV. For clear communication, the first choice of PTCL
is landline telephone for local, nationwide and international calling. Now days businesses can have
10-100 lines with modern day services to meet their needs. These needs include Caller-ID, call
forwarding, call waiting, call barring, etc.

Other business specific services:

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

Pak Internet Exchange:

It is the only IP enabled network with 40 (number increase) point-of-presences (POP) in 26 cities.
The existing 16G active bandwidth is used for internet, data, and video and video-conferencing
services and for voice of LDI. All PTCL Broadband users, narrow band users, corporate, mobile
operators, and ISP are connected to this network.

47 | P a g e
 International network of PTCL:

PTCL,s ability to support both individual and corporate on national level, also focused on
international network through sub marine cables.

In order to ensure service availability in international level, the said bandwidth procurement was
strategically spread on each of PTCL existing three submarine cables size I-ME-WE, SEA-ME-
WE3 and SEA-ME-WE4. PTCL only one operating system in Pakistan having a network of three
efficient submarine cable system thus offering its customer good quality of services.

SEA-ME-WE-3 (South East Asia - Middle East and Western Europe - 3):

Sea-Me-We 3 is one of the longest cables systems of PTCL, in the world with a total length of
39,000 km. It includes 39 landing points in 4 continent and 33 countries from Western Europe
(including France, Germany, and England) to the Far East (including Singapore, China, and Japan)
and to Australia. The use of Wavelength Division Multiplexing highly increases the capacity of
the network allowing high quality transmission all the way over distances as far as from Australia
to Germany.

SEA-ME-WE-4 (South East Asia, Middle East and Western Europe- 4):

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

48 | P a g e
I-ME-WE (India-Middle East-Western Europe):
PTCL is a member of IMEWE Cable Consortium with its landing station at Karachi. IMEWE
Submarine Cable is a Tara bit capacity submarine cable system connecting India to Western
Europe through Middle East. The Cable system is 12,000 km long with 10 landing stations in 8
countries. The cable system is a three-fiber pair DWDM system with 128 wavelengths per Fiber
pair. IMEWE cable system plays a pivotal role in meeting the exponential growth of bandwidth in
the region.

Chapter 5:
PTCL MARKETING MIX:
Who are the customers?

PTCL basically has two types of customers Domestic Customers and Corporate Customers.

Domestic Customers:

These customers are households. And the nature of connection that install at home according to it
and charges are charged from them according t domestic level.

Corporate Customers:

49 | P a g e
These are business customers such as Firms, Business Organizations, Institutions, Public Call
Office, etc. Different packages are given according to the nature and size of the organization.

What are the customer’s needs?

Customer needs varies according to the customer types. But some features like moderate price
level, best quality, and effective after sale services are common while observing overall customer
buying behaviour.

Levels of Needs:

Levels of Customer Satisfaction:

50 | P a g e
Below expectations Unsatisfied

Meet expectations Satisfied

Above the expectations delight

7 P’s of Marketing:

Pakistan Telecommunication Company Limited focuses on 7 P’s of marketing which are product,
price, place, promotion, physical evidence, placement and people, Which are discussed in detail
as below;

What are the Services being provided by the company to build strong relationships with its
customers?

SERVICES FOR DOMESTIC CUSTOMERS:

1. New PSTN/NTC Connections:

PTCL is presently the only telecom company, who provided fixed line telephone service in the
country. So whenever, any private business concern or any individual needs a new telephone
connection for provision of telephone service.

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.

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.

51 | P a g e
2.Value Added Services:

a) CLI (Caller’s Line Identification)

CLI allows 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.

b) 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, 500,1000and 2000 Easily available throughout the country Easy
to use from any PTCL digital phone (Dial 1010) Fast and easy, nationwide and international access
24 hours customer service through toll free number (0800-80800)

c) E-Bill Payment
Billing system is a part of customer services so providing convenience 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.
d) Digital Facilities

PTCL offers a variety of digital services to its customers which are as followed;

Hotline
Abbreviated Dialling
Call Waiting
Don’t Disturb

52 | P a g e
 Call Transfer on (a) Busy (b) No Reply (c) Immediate
Wake Up Call
Absent Subscriber
Code Barring
e) 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 payment.
Telephony cards 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.

SERVICES FOR CORPORATE CUSTOMERS

1. Universal Access Number (UAN):

UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of
products or services like Banks, Airlines, Hotels, Shopping Lines, Fast Food Outlets, Insurance
Companies, Travel Companies, Utility Companies and Stock Trading Companies.

2. Voice Messaging Service (VMS):

With PTCL Messaging Service, you can have all for 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.
Much more powerful and flexible than answering machine due to Message options available in
your voice mail system.

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3. PTCL Messaging Plus:
PTCL Messaging Plus is designed for small and medium business enterprises having problems
with managing telephone message. Advanced messaging features save time, make you truly
mobile and increase productivity, essential for time-conscious executives, frequent travellers and
professional groups.

4. Co-Location Centres:
Pakistan Telecommunication Company Limited has taken land mark decision to establish Co-
Location Centres throughout the country.
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
centre’s communication can be located.

5. Universal Internet Number (UIN)

UIN 131 numbering scheme for internet service providers, represent exclusive code to each ISP.
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 ISP’s who are licensed by PTA.

6. Virtual Private Network (VPN)

Communication is the secret of success in today’s 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 network. It is an innovative and intelligent private network
to integrate business enterprises having sub-offices within a city or nationwide. Without necessary
installation of dedicated resources, VPN enables organization to create a private network.

7. Digital Cross Connect

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

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importance. 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.

8. ISDN BRI/PRI
It is a near broadband experience suitable for household and small/medium sized organizations.

How are the firms’ products or services perceived?

Usually PTCL is the largest and monopolistic firm in nature, according to customer point of view
there is no competitor who is providing the facilities and services like PTCL because of these
reasons:

 Majority of customers are using services of PTCL in Pakistan

 Wide Network
 High speed internet provider
 Wide range of facilities and Value added services

Marketing Strategy of PTCL:

For understanding the marketing department work flow and its function we must have clear picture
of the PTCL’s marketing strategy. For developing clear understanding of marketing strategy of
PTCL there is no one line statement or clear vision of marketing department so we have to move
traditionally .Classically, Marketing has been all about the “four P’s”: 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.

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

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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 P’s i.e. Product,
Price, Promotion and place.

TARGET MARKET:

PTCL’s 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 Service Centre’s 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

Marketing Mix:

Marketing mix is the sum of 4 p’s,

 Product
 Price
 Place
 Promotion

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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.
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Pricing strategy:

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 PTCL’s proposal, the new rates are
enforced. It may be mentioned here that telecom technology is only technology whose rates are on
the decline with the passage of time. PTCL also rationalizes its tariff with the passage of time.

Placement Strategy:

The Head Office of Pakistan Telecommunication Company Limited is situated in SectorG-8/4,

Islamabad, which is headed by the “President”. Besides, it has Regional Headquarters like:

 Islamabad Telecom Region

 Rawalpindi Telecom Region
 Hazara Telecom Region Abbottabad
 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 Fiber Construction Region Lahore and Optic Fiber System

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Islamabad, each headed by a General Manager to install, operate and look after optic fiber
systems/cables. In each District and Tehsil, an Exchange, Franchisor, Call Centers, Customer Care
centers are available to facilitate the customer need.

Promotional Strategy:

PTCL is using following components of promotional mix for the promotion and Publicity of its
product/services.

Promotional Mix of PTCL:

1. Advertising:

PTCL’s 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

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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.

PTCL’s Commercials on Prepaid calling Card”, “CLI”, Voice Messaging”, “Digital Facilities” etc.
are also broadcast immediately on electronic Media reminders to Customers.

2. Sales Promotion:

PTCL offers 1/3rd rates on international calls and local calls as well to promote the usage of its
telecom network. Moreover, PTCL offers special rate packages on special occasions like Ramadan
Package and Eid Package, which offers customer reduced rates for specific timings. These
economical packages 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.

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3. 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 product. At the moment, PTCL’s Customer Services Centres are playing
the role of sales outlets. Customers can make telephone calls; send fax messages from these
Customer Service Centres. 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 professionals’ sales force for the company.

Major Competitors of PTCL:

There is no major 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 than 800 million subscribers of mobile phone.

Other players in landline industry are:

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 Operators NTC Brain ltd World call Union communication Nayatel

Customers 103,059 7,376 11,347 3,500 13,500

There are 4 big players in mobile phone industry but 3 of them are the competitor of PTCL.

 Mobilink
 Warid
 Telenor

Mobilink:

Mobilink is a largest mobile phone company of Pakistan. Mobilink I currently having more than
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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Zong:

China mobile company has invested $721 million in telecom sector in Pakistan during 2007 and it
would further invest $7 million in Pakistan this year. Trying to make service and rates as simple
as possible, they are relying on simple formula to enter in the Red Ocean, i.e. low price, extensive
advertising and far-reaching distribution channels.
Zong is covering the cities of Gilgit, Hunza, Skardu, Besharn and Sust. It has added over 2000
sites since its launch and the network cell sites have grown from about 900 to over 3000 today. By
the end of 2009, the cell sites are targeted to grow to over 10,000. Currently it has 6.8% market
share in Pakistan cellular market. It has total 7,453,034 subscribers by the end of 2010 years.

Who are the competitors of PTCL?

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 Product/Subsidiary
Multimedia & Broadband (ISP Product)
U-fone (Cellular service provider)
PTCL Calling Cards
Wireless Local Loop (V-Fone)
Competitor
There is about 100 competitors of product
throughout the country to provide Internet
service to the customers. However, some of
the major competitor ISP’s of product are
Cyber net, World online, Apollo, World Call
and Comsats WOL etc.
There are five competitors of U-fone in
cellular phone industry i.e. Mobilink,
Instaphone, C.M Pak, Telenor, Waridtel.
Hello Cards, Call Point Cards, Call Mate
Cards, And Global Telecom Cards.
Go CDMA, Wateen Telecom & World Call
are the Fixed Wireless Telephone
competitors of V-PTCL.

Other COMPETITORS

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

 Telecard501,680
 World Call 468,335
This has added competition for PTCL (1,245,639) in WLL (Wireless local Loop) field.

Success and failure of different products of PTCL:

EVO Wireless Broadband:

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PTCL EVO 3G wireless broadband is Pakistan’s fastest wireless internet which offers its
customers superior 3G internet experience. EVO wireless broadband is enabling the wireless
broadband revolution in Pakistan with flexibility revolution in Pakistan with flexibility to roam
freely like never before. PTCL EVO has revolutionized the way people connect to the internet by
offering true mobility.

No doubt Evo provides lots of facilities to its customers, but also there are lots of complains by
evo customers, it can be broke down, and having signals problem. Because the wireless internet
services having shared data upload and download speed. If there are more users the speed will be
the lesser. Now there is another product in EVO named as EVO nitro.

Broadband Pakistan:

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PTCL broadband is the largest and fastest growing service in Pakistan. In less than three year o it
launch, ptcl has acquired approximately 392,648 Broadband customers in over 318 cties and towns
across in Pakistan, Leading the explosion and awareness of Broadband services across Pakistan.

With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where till
a couple of years back there was very little awareness in the country about broadband & high speed
internet services. PTCL made the broadband technology affordable by lowering the barriers to
entry, by geographically bringing the service within the reach of a common user across Pakistan
and by continuous improvements in customer care for the service.

Unique offers that make PTCL’s Broadband unmatchable are special packages for the student
segment, free modem and installation. Availability of Wi-Fi modems, Free dial up service for its
Broadband customers and free access to movies, music classical Pakistani dramas, cricket matches,
online gaming, educational and religious contents on PTCL’s entertainment portal BUZZ. PTCL
recently doubled its broadband speed for its existing and new customers at the same price.

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IPTV Service (Smart TV):

PTCL SMART TV Using its state of the art Broadband network, PTCL entered the media sector
on 14th August 2008, by launching a digital interactive television service for the first time in
Pakistan. Employing the IPTV (Internet Protocol TV) technology, 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.

Currently PTCL Smart TV offers its viewers 125 live channels and over 500 Movie titles through
its Video on Demand service’. The service is available in 16 cities including Karachi - Lahore -

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Islamabad - Rawalpindi - Gujranwala - Faisalabad - Peshawar - Sialkot - Multan - Sargodha -
Jehlum - WahCantt - Taxila - Hyderabad - Abbotabad and Sukkur however it is planned to be
expanded to all the major cities and towns across Pakistan during the year 2013.

V-ƒone:

PTCL also continues to be the largest CDMA operator in the country with 125 million V-ƒone
customers. It offers fixed wireless telephone for your home and business. It is the largest WLL
with 2.6 Mb, covering the 10,000 urban and rural areas.

The network is already enabled for Voice, Dialup-Internet access (153.6kbps) and EVO
Broadband

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PTCL V-ƒone is a superior phone connection with advanced features like internet, caller ID,
speaker phone, address book etc, which lets you to connect wireless to the whole world.

Re-launch of V Wireless as Vfone:

As Vfone becomes the Wireless substitute to landline in un-served areas, it will be a strong line
for voice, data and fax services for use at home and in the office. Firstly PTCL launches V-wireless
for their customers, but unfortunately it was not became popular among the people. And they re-
launch v wireless as v-ƒone with additional feature.

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 Form for Ordinary DSL apply

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 Form for Student package DSL Apply

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 PAKISTAN TELECOMMUNICATION COMPANY LIMITED

To Whom It May Concern

It is certified that Mr./Miss _______________________________________________ S/D/O

__________________________________ Registration No: _______________ student of

Class/Grade _____________ of this institute/School/College

___________________________________________________

This certificate is issued to him/her for the PTCL DSL connection “Student Package” against

Telephone No. 0928 - ___________________ with the permission of his/hers father

/guardian.

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Chapter 6:

HR Department Of PTCL:

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Human resource management department:

The purpose of Human Resource Management (HRM) is to manage people within an

organization. The responsibilities of a human resource management fall into three major areas:
staffing, employee compensation and benefits, and defining/designing work. Essentially, the
purpose of HRM department in PTCL is to maximize the productivity of an organization by
optimizing the effectiveness of its employees.
HRM department of PTCL perform the following functions
It has 56000, employees and huge network of organization management spread over
country
PTCL is engaging substantial number of experts and specialist
Job analysis and revision of job description is undertaking for improving the employees
performance
To meet the future challenging situation PTCL takes different steps and makes many
strategies
Special training courses and workshops have been conducted for top and middle
management through reputed organization like LUMS.
Efforts are being made to improve productivity and efficiency of the company while
emphasis is also being placed on effective management to achieve corporate goals.

Major HR policies and Practices:

HRM Planning:

Conduct job analysis and based on the outcomes of the job analysis, write job
descriptions.
Organizational restructuring and right sizing

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 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:
Due to my specialization in HR my focus was on learning about HR and HR polices. There are
following are HR policies

HR 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, the SEVP personally is the interviewer of the interviewees along with his team at
head office. PTCL is also using now an online Hiring System in order to find the best fit for the
organization.
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 in PTCL is usually held by the third part, ASK. The said to ASK, that they need
employees. Tell them number of employees and gave the detailed information about what kind of
employee they needed.

The recruitment procedure of PTCL is as follows:

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 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 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.

In this method, the candidates are recruited within the PTCL through promotion. Required
employees past performance, loyalty with organization, any legal cases, all are checked then
promoted to next level or hire for next job.

In PTCL following are internal sources uses for recruitment.

1. Promotion is the attention of the management and cannot be claimed as a matter of right.

76 | P a g e
 2. Vacant posts of can be filed with existing employees as possible who fulfill
the eligibility criteria (Both, Experience & Qualification ) of that post to which one
is being promoted.

3. HR department is the competent authority to approve cases for accelerated

promotion of employees based on exceptional performance by relaxing condition of 03
years service.

4. Employees if promoted will get promotional increase of up to 10% or minimum of new

pay scale whichever is higher to the promoted employee

External recruitment:

In PTCL following are external sources uses for 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)

 Recruitment by the third party

Advertising Media:
Advertisement is done through print media as Newspaper in order to attract applicants. Especially
daily Jang will be preferred for advertisement.

Application Forms:
Almost all organization requires job candidates to fill out an application. The application might be
a form on which the person gives his or her name, address, and telephone number. Or it might be
a comprehensive personal history profile, detailing the person’s activities, skills and
accomplishments

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SELECTION:

After recruitment select the employees

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

Short listing of candidates

Short li candidates

Interview of the candidates

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Verification of documents
 Employment Selection Process of PTCL:

Short listing:
In PTCL, the decision to invite applicants to attend an interview is based entirely on what is written
on the application form or in the application letter and CV. It is important to give as much
information as you can about yourself and about how your skills and experience relate to the job
for which you are applying.

Interview arrangements:

The HR department of PTCL is based will normally (depending upon the post) be responsible for
arranging the interview date and panel. If you have any queries about short listing and/or interview
arrangements, then please contact the department directly.

Other forms of assessment:

For some positions, applicants may also be expected to complete a test, make a presentation or
undertake a case study. If this is the case, then you will be notified when you are contacted for
interview.

The interview:

If the candidates have been selected for interview then you will be contacted by letter, telephone,
or e-mail, normally within 8 weeks of the closing date. The composition of the selection panel will
depend upon the post, but you will always be interviewed by more than one person.

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At the interview, the panel will assess each applicant in relation to the position and to any selection
criteria. Each applicant will be asked the same area of questions. At the end of the interview, the
applicant will have the chance to ask questions. The selection panel will inform the applicant of
when (s)he is likely to be notified of the outcome.

Interview Methods:
The interview method depends on the situation and conditions but two of them are in focus of
PTCL while carrying out Selection.

 Structured Interviews
 Unstructured Interviews

Structured Interviews:

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 :

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

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  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
 Job Components
 Communication
 Initiative
 Adaptability
 Team work
 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.

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

Compensation:

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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 60% to 65% of basic pay

Disability Pension as per Government Rules

Death Benefits Funeral amount + 5-6 months pay

Loan Facility

Car &motorcycle loan loan will be deducted from monthly salary

Provident Fund 8.25% of salary + interest of 15%

NON-Financial Rewards:

Maintenance Company provides maintenance of Employee’s 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
(17th–21st Grade Officers).

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Leave Policy:

It is up to the mark of Government rules and regulations. Leave policy contains:

Holiday 6 days in a week. Sunday is off

Earned Leaves 45 leaves per year

Casual Leaves 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.

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

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  Staffing (Recruitment & Selection)
 Response and Feedback from

Performance Appraisal Methods:

There are many performance appraisal methods but in PTCL they use Rating scale for
performance evaluation.

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.

TRAINING& DEVELOPMENT:

Then the qualified candidates undergo a training period under the banner of Human Resource
Department .There are Telecom Staff colleges at Lahore &HariPur. 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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 FUTURE PROSPECTS OF THE ORGANIZATION:

PTCL, no doubt, has got the largest operational network and infrastructure within ICT
(Information & Communication Technologies) segment. They don’t lack numbers and potential if
we mention human resources. Their financial strength has further become their strategic strength
after Atisalat has joined them as investment arm. PTCL enjoys market leadership in LL, WLL and
Fixed telephony. PTCL is market challenger in GSM segment. Overall they have the largest
consumer clout on average from the whole telecom industry. Even their competitors still depend
upon their network either directly or indirectly. All this adds to their strategic strengths and after
having all that in their basket they lack at area where they are supposed to have developed core
competence. PTCL, so far has not been able to nurture its growth around customer services
oriented strategy, this has translated into inadequate brand loyalty for them. Internal organizational
& business processes issues, monopolistic culture has further added to its complexities. For many
individual prospects like me, using PTCL offerings was a purchase decision made as no other
option was available.

PTCL Using now the most advance and expensive ERP system called SAP.SAP is very advance
and time saving software. It is the huge investment to develop this system in PTCL in her whole
history.

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Chapter 7:

Finance Department:

STRUCTURE OF THE FINANCE DEPARTMENT:

Initially, Finance Department was supervised by GM but after the recent change in management
structure, Finance Department of PTCL is headed by Senior Executive Vice President
(Finance),who is responsible for accounting and finance functions of the organization. The
Senior Executive Vice President is the head of Accounts Department and the Vice Executive
President Finance is the head of Finance Department.

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 Diagram 3.1

Hierarchal Structure of Finance Department

SENIOR VICE EXECUTIVE PRESIDENT

EVP(Accounts) EVP(Finance) EVP(Revenue)

GM(Stores) GM(Accouns) GM(Finance) GM(Revenue)

Senior Vice Executive President (Finance)

Executive Vice President (Accounts)

Executive Vice President (Finance)
Executive Vice President (Revenue)
General Manager (Store)
General Manager (Accounts)
General Manager (Finance)
General Manager (Revenue)

FUNCTIONS OF FINANCE DEPARTMENT:

Finance system of the organization

Accounting system of the organization
Mobilization of funds
Generation of funds
Allocation of fund.

Finance System of the Organization:

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Finance is the backbone of every organization because without finance any organization can’t
run its business. It plays an important role in determining the long-term objectives and evaluating
the feasibility of the business.
 Finance Wing:
Split up into three major branches; Finance, Accounts & Revenue. G.M Finance heads this
department. The responsibilities of the General Manager (Finance) usually fall in the area of
financial management, preparation of annual budgets, determining the revenue targets for the
year, investor, and banker relations and controlling the Directors revenue in all the regions.

 Budget Wing:
Budgeting is the most effective instrument to exercise quality control over the financial resources
of an organization and their better utilization. A budget is a comprehensive financial plan setting
forth the expected route for achieving the financial & operational goals of an organization. The
companies engaged in large-scale business essentially have a budget department to carry out
budgeting for the coming financial year. Various functions performed by Budget Dept. of PTCL
are:

 Allocation of funds to different head of accounts.

 Disbursement of funds or physical transfer of funds to different heads of accounts.
 Receive and analyze budget reports.
 Recommended actions designed to improve efficiency where necessary.

Classification of Budget:

For simplicity and application, a master budget is classified into following categories:-

1. Revenue Budget.
2. Working Expenditure Budget.
3. Capital Expenditure Budget.
The Revenue Budget consists of estimated collections under different receipts heads while
Working Expenditure Budget includes the estimated amounts to be incurred during the budgetary

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period for operational needs. The capital expenditure budget is mainly developed with the
consent of Development wing and the details are given in the Annual Development Program.

 Tariff Wing:

Tariff Wing is further divided into international tariff and domestic tariff. International tariff
means international business with the whole world i.e. international communication with
different countries. However, there is no direct connectivity with all the countries. There are only
40 countries with which PTCL is directly connected through satellite while the remaining
international connection of traffic to other countries through different carriers. There are 52
carriers for this purpose. There are 220 destinations in the whole world to which there is
international communication but the active relationship of PTCL with 52 carriers. The tariff
department decides about TAR & routing plan for international traffic. It also issues Transit
Charges Agreement for those countries to which there in no direct connectivity. Due to I.T
boom, tariff is going to be changed frequently e.g. for international leased circuits, domestic
leased circuits rates are frequently changing and for this tariff department has to work out

Generation Of Funds:
An organization can be called self-sufficient if it is producing its maximum cash flow from
operating activities. The table and given below chart for last five years data indicate that PTCL is
producing maximum of its cash flows from operating activities.

Year Total Revenue (in thousands)

2001 62,040,708
2002 66,426,624
2003 67,202,493
2004 74,124,000
2005 75,972,000

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 2006 69,085,436
2007 65,277,025
Source: PTCL annual report 2006 and 2007.

The main sources of funds in PTCL are its collection of bills. Funds generated through
operations for the last five years are Rs.315, 660,954 (in thousands).

Ratio Analysis:
 Liquidity Analysis:

Liquidity ratios measure the ability to meet current liability with current asset i.e. payment of
short-term obligations. The ratio holds different meaning for creditor and owners of the firm. For
owner high liquidity means inefficiency of the firm. For owner high liquidity means inefficiency
of the management, while high liquidity of the firm is considered favorable by the creditors as
they see that the firm can pay their obligations. Following are the most common types of
liquidity ratios used by analysts to determine the liquidity of the firm.

 Current ratio

Current ratio is current asset divided by current liabilities4. It shows a firm’s ability to cover its
current liabilities with its current assets. The following table summarizes the current ratio of the
firm for the last three years.

Table 4.5.1 Current ratios over time (Rs. In thousand)

2005 2006 2007

Current assets 39,269,186 50,168,177 54,202,838

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 Current liabilities 20,612,564 30,275,532 24,447,741

Current ratio 1.91 1.66 2.22

Interpretations:
Generally a current ratio of 2 is considered acceptable, companies listed on standard & Poor 500
Index has an average current ratio of 1.5. In 2005, the current ratio was 1.91. In 2007 the current
ratio is 2.22 i.e. PTCL has Rs.2.22 to pay Rs.1of short term liability. The current ratio is high
because PTCL has kept less on investing in capital expenditure compare to 2006. In 2006 they
have invested Rs.17.51 billion in capital expenditure while in 2007 it is 10.11 billion.

Chapter 8:

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 Department In Which I Serve:

Department of GTR and their managers:

Above department were the departments of overall PTCL Company. Now there are departments
of office in which I worked

Department Names Managers Name

HR department Imran Rasheed

Commercial & sales department Imran Anwar

Corporate department Kashif chaudery

Technical department Shoukat Chatha

Finance department Muhammad Irshad

Administration department Riaz Farooqi

Revenue department Muhammad Ali

Software implement in office:

Following software are used in office and also I worked on all these software

 SAP
 Billing and customer care
 Oracle
 Customer relation management (CRM) also known as Siebel
 PTCL customer relation management (PCR)

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Chapter 6 will cover the brief introduction of internee office branch, starting and ending date of
internship as well as work done by internee during internship and extra activities performed by
me in internship.

Internee work:

Brief introduction of internee office branch. I have completed my internship in Gujranwala

telecom region (GTR). It was established 7 October 1995 and start is working in 1st, January
1996. Being a regional office, it has integrated all the units and exchanges very effectively.

Under this regional office, the performance of all the units and exchanges is excellent. It also,
provides quality services to their customers.

They are providing different services to their customer to attract them, and to gain their trust and
to build long-term relationship with them. The numbers of employees working under GTR are
round about 850.

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Types of employees:

 Permanent/ regular employees

 Contractual employees
 Non-contractual pay grades (NCPGs)

Permanent employees:

Permanent employees are also called regular employees, which are recruit and select in head
office Lahore or Islamabad. These employees enjoy all allowances as well as many other grants.

Grants are following:

 Pension cases
 Family pension
 Benevolent fund
 Group insurance
 Q-loan & Advances
 Medical cases
 Financial compensation
 Gratuity
 Leave encashment
 House accommodation
 Education grant
 Transfer grant
 Marriage grant
 Liveries
 Burial grants
 Career counseling
 Health & safety

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Contractual employees:
These employees are on contract basis may be for one year or more are also recruiting through
head office. Contractual employees are also facilitating with all allowances. Contractual
employees are exist in every level may be in middle line, managerial level or on project.
Non –contractual pay grades (NCPGs):
Non-contractual are like permanent employees but not enjoy pension.
Third party employees:

These employees are hire by third party and recruit and select by regional HR manager. They are
not permanent and these are paid on daily wage basis or on commission base.
Third party employees are
 Field sales agent (FSAs)
 Triple play installer (TPI)
 Customer premises equipment installer (CPEI)

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 Number Of Employees Working In The HR & Admin Department:

There are 12 employees working in HR department, including SM HR &BP.

GTR= Gujranwala
GM (HR&BP)
Telecom Region

FTR = Faisalabad

LTR(S)
FTR MTR GTR LTR (N)

SM (HR&BP)

Nadeem Nazir

Manager (HR&BP) Manager (Admin)

TayabSabbir MR.Mehmood

AM (HR&BP) AM
TayabShabbir
(Admin)
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Assistat Assistant Ass. Staff Assistant staff Leave EFC Legal
welfare TMS branch service book coordinator department
Mr.Rizwan
M.Zikriy M.Jameel Abdul Waheed Mr.Khalid Amir Butt Zahid Iqbal
a
SM = senior manager

AM = Assistant manager

GM = General Manager

HR&BP = Human resource & Business Partners

Functions and operations of HR & Admin department:

HR &BP Department in PTCL is responsible for Recruitment, Selection, making the policies and
strategies but main policies and strategies are finalized by Head Quarter of PTCL which is situated
in Islamabad and furthermore, mostly Recruitment and Selection is also done by Headquarter. On
the other hand HR department also Facilities the Employees, handle promotion and transfer case,
legal cases, pension/services book cases of employees, employees Travel cases, welfare cases and
employees Leave cases.

PTCL is using the SAP Software alternative word it is ERP (Enterprise Recourse Planning) which
provides flexibility and reliability in its functions to ensure better management and it is directly
connected to headquarter office. It is very expensive software and its training is also expensive.
All the controls of SAP software accomplished by head office. The purpose of using SAP is to
gather data at one place. They also have got the employee logins by having SAP software. Bulk of
data would not be mixed up at the time of having information. Use of paper is redundant.

Senior Manager HR and Business Partner:

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SM HR & BP Mr. Mian Hamid Rasool is responsible to deal with the daily assignment which is
given by GM (HR and BP). He also deals with Recruitment and Selection of the Employees. SM
also deals with policies and HR Strategies. He is also considered as Business Partner, he is involved
in business meetings and can share his ideas like how can we improve the business more and set
the strategies for it. Daily attendance of HR Employees is monitored by SM (HR & BP).

Manager (HR and BP), Assistant Manager (HR & BP) and Assistant Manager
HRIS:

Mr. Tayab Shabbir incorporates with these three posts. He is responsible to follow the orders which
are given By SM (HR and BP) Mr. Mian Hamid Rasool and all the assignments which are given.
He also deals with the Daily Correspondences, File work, Welfare issues, Service books/pension,
legal cases and EFC. He also uses SAP Software for different data Entries of Employees like
Medical Data Leave data, work as Expense manger and enter expense data and Salaries
Disbursement. Well to reduce the burden from itself it divided the work and task to the different
Assistants. He is authorized in SAP for doing such entries.

Assistant Staff Branch-I:

Assistant staff branch Mr. Abdul Waheed. He is responsible to handle the Promotion cases;
Transfer cases collect the CVs of persons, issue the internship letters collect internship report from
the Interns and issue the completion letter by doing negotiation with Manager HR & BP.

Travel Coordinator:

Travel Coordinator Mr. Muhammad Jameel. He is responsible to issue trip numbers for Employees
who travel for the organization’s work, by using SAP Software and check that, that many Trips
are approved or not.

Assistant Expense Manger:

Assistant expense manager Mr. Abdul Aziz. He is responsible to check the traveling expenses
which are incurred by Employees who travelled from one city to another for the organization, and

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he is also responsible for either that expenses are incurred according to the policy which is made
by organization or not. If not so, than first He makes amendments according to the policy after
the amendments it is ready for Fund Request Generate against those employees.

Assistant Legal coordinator:

Assistant Legal coordinator, Mr. Zahid Iqbal. He is responsible to handle Legal Matters in the
organization. These legal matters falls into two conditions one are about Litigation matters which
means to handle over all employees cases either the employees are working in the organization or
left the organization and other one are about to handle Commercial and Corporate matters
which other than the employees matters. In Commercial and Corporate matters outsiders are
involved. He is also responsible to give daily updates to Legal General Manger at Islamabad
Regional Office.

Assistant Staff Pension and Service books:

Assistant Staff pension and service books, is Mr. Rana Khalid. He is Responsible to take over the
Pension Matters of Employees. All the documents related to pensions and service books are
checked by him. If there will be any critical situation in pension and service book case and not
easy to handle by him then certainly it will brings to the Manager HR and BP.

Assistant Welfare:

Assistant welfare is Mr. Muhammad Zikriya. He is Responsible to handle Welfare matters of all
Employees either the working of left over. He deals with some of welfare cases like to give
Marriage grant, Education grant, Funeral Charges, Uniform allowances and Computers. He is also
responsible to check the proper Documentation which required for getting these grants.

Employee Facilitate Centre:

Employee facilitate center is handled by Mr. Muhammad Rizwan. He is responsible to facilitate

the Employees, to help them, to solve their Issues with polite manners if it is not covered by EFC
then the Employees issues handle by Manger HR and BP.

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Leave Coordinator:

Mr. Muhammad Amir Butt is the leave coordinator. He is responsible to handle leave matters. He
helps the Employees to fill the Leave Transaction Form afterwards when leave is approved by
Senior Manager HR & BP then it entered the Leave into SAP Software as record by him.

Starting and Ending Dates of the Internship:

The tenure of the internee with the organization lasts for 6 weeks, exclusive of any public
holiday observed/marked during the interval. The exact dates of the internship start from 1 June
2017 to end 15 July 2017.
During my internship, I worked in all departments but due to my specialization in HR I spent my
most time in HR department.

Weekly timetable:

Week 1
(01 June 2017 to 08 June 2017)

Date Department Activity

1-06-2017 Human resource department Introduction with all the employees
and departments
2-06-2017 Human resource department Observe the work of Officer and
worker
3-06-2017 Human resource department Observe the overall working of
Department
5-06-2017 Human resource department Holiday
6-06-2017 Human resource department Travelling bills entries on excel +
How to format travel bill
7-06-2017 Human resource department Saturday

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 8-06-2017 Human resource department Sunday

Week 2
(09 June 2017 to 15 June2017)

Date Department Activity

09-06-2017 Human resource department Prepared and format medical
bills
10-06-2017 Human resource department Working on excel
11-06-2017 Human resource department Entries of T/A & D/A bills on
SAP
12-06-2017 Human resource department Transfer SAP entries to finance
13-06-2017 Human resource department Monthly report of TA & DA
bills
14-06-2017 Human resource department Holiday
15-06-2017 Human resource department Holiday

Week 3
(16 June 2017 to 22 June 2017)

Date Department Activity

16-06-2017 Human resource department Employee performance
appraisal+ compensation
17-06-2017 Human resource department Training& development+
promotion of employees
18-06-2017 Human resource department Transfer + before time
retirement+ annual leaves+
employees leaves records

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 19-06-2017 Human resource department Survey to collect exchanges
BM’s interview
20-06-2017 Human resource department Attend Rescue training
21-06-2017 Human resource department Holiday
22-06-2017 Human resource department Holiday

Week 4
(23 June 2017 to 29 June 2017)

Date Department Activity

Construction+ repairing of
23-06-2017 Administration department PTCL building, contract with
construction firms/third party
Record & availability of all
24-06-2017 Administration department equipments i.e. furniture,
systems, stationary etc
25-06-2017 Records of Property taxes of
Administration department PTCL buildings+ availability of
vehichals for office purpose
26-06-2017 Administration department Repairing of PTCL equipment
27-06-2017 Administration department Holiday
28-06-2017 Administration department Holiday
29-06-2017 Administration department Holiday

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 Week 5
(30 June 2017 to 7 July 2017)

Date Department Activity

Sales and commercial PTCL corporate& consumer
30-07-2017 department products
Software use in PTCL sales
1-07-2017 Sales and commercial department
department
2-07-2017 Order booking wireless and
Sales and commercial wire line
department
3-07-2017 Sales and commercial Oder booking in oracle
department
4-07-2017 Sales and commercial Wireless connection order
department booking in PCRM
5-07-2017 Sales and commercial Holiday
department
6-05-2017 Sales and commercial Holiday
department

Week 6
(08 July 2017 to 14 July 2017)

Date Department Activity

8-07-2017 Finance department Bill disbursement
9-07-2017 Finance department Fund allocation+ approve fund
10-07-2017 Finance department Prepare Quarterly budget
11-07-2017 Revenue department Billing & customer care

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 12-07-2017 Revenue department Reports of online billing+
instalment+ OSS bill payment
13-07-2017 Revenue department Holiday
14-07-2017 Revenue department Holiday

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 a firm ensures that it has the right number
of qualified persons available at the proper times; programming jobs that are useful to the 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.

EQUAL EMPLOYMENT OPPORTUNITY:

Very commonly the Senior Executive Vice President (SEVP HR) in the company bears the major
responsibility for ensuring that the organization complies with the various equal employment
opportunity laws and regulations. She or he often delegates the day-to-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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EMPLOYEE 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 (E.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.

PTCL EMPLOYEE DEVELOPMENT PROGRAMME:

PTCL has provided motorcycles on ownership basis to its Customer Services Representatives and
technicians of field units as part of the company’s employee development initiatives.

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.

CURRENT HR ISSUES OF PTCL

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

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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 throughout 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).

ACHIEVEMENT THROUGH VSS PROCESS 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.

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 some areas is not up to the mark hence creating the problems for
customers.

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  Human Resource Department is lacking employee training centres. There are only two
Staff colleges. On the other hand the training opportunity is not provided to all the staff
equally.
 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.
 No International Standard.
 Standard Operating procedure are not followed even it is set by the organization.
 Uneducated Staff.
 Employees are not assigned on the right job.
 Employees are not motivated.
 Little bit Flaws Found in SAP Software when entry Travel Funds.

Critical analysis of the management patterns, week areas that need to be

improved:

 According to my information, following points should be improved in the organization.

 PTCL should set up to the International Standards as it is the only one biggest
Telecommunication Company in Pakistan.
 Staff should be Hire on the basis of Merit and on Fair means rather hire Staff on the basis
of Biasness or some kinds of Personal Links.
 Employees are less motivated so the organization should set such kinds of Challenging
tasks and activities which help them to become Motivated Person.
 For training Purpose high skilled trainees should be hire which help the employees and
train them according to the international Standards with a modern education and the
technology.
 The compensation system for the employees should be Equivalent to the other International
and Multinational organizations.

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  Well there are only 38 dispensaries for 32000 Employees all over the Pakistan which is not
enough, number of dispensaries should be increase.
 Promotion should be given on the basis of achievements, performance, behavior, attributes
rather on superiority or by any other means.
 When the Employees got the training they should be on the right place for which they are
trained for.
 A high Computing System with latest Technology should be provided.

Responsibilities As A Student Internee:

DUTIES:

As an intern in PTCL my duty was in HR & Admin department. There are no specific rules for
an intern over there, my supervisor Mr. Tayab Shabbir daily guide me and taught all HR related
activities. Mostly I spent my time with HR manage Mr. Tayab Shabbir. He also introduce me
with his all works and sent me to sit with all his worker for knowing what is there role in HR
department. In HR department I have already explained the members whose are performing their
job.

With every member I did work and learn lot of things from them and also help them to perform
their work.

Mr. Abdul Aziz

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Who is an assistant expense manager and his duty is to keep the TA & DA entry in SAP system
and approve them from senior manager. Mr. Abdul Aziz told me and as well as taught me how
he used SAP system. Sometimes he assign me some TA & DA enter on the SAP system.

Mr. Muhammad Zikriya

Who is assistant Welfare. Record keeper of welfare issues. Mr. Muhammad Zikriya also worked
on SAP system. Mr Tayyab Shabbir often told me to do work with Mr. Muhammad Zikriya.
Mr.Zikriya one time guides me and after this it was not difficult for me and I did my job well as
my supervisor required from me.

OTHER MEMBERS OF DEPARTMENT

I also worked with assistant manager, Assistant Legal coordinator, Assistant staff pension and
service and other members in the HR department. Checked bills of Power (electricity, gas),
vehicles and employees related and also checked the approved signature of respective managers.
Approved leaves and approved TADA’s.

NEW KNOWLEDGE ACQUIRES:

As a student I have no experience of practical life as before. This was a totally new for me, I learnt
lot of things. In our study life books are only guidance how we can face the situation. After
experienced the practical life I am able to explain that practical life is totally different. As an intern
in PTCL I have experienced HR work which is not before ever I have seen in my study career. It
was totally different for me. In PTCL now they are running their system on an advance software
SAP. It is an ERP system which is installed only little organization in Pakistan. My supervisor
Mr.Tayab Shabbir is very cooperative person. He is currently HR & BP manager in PTCL. He has
a 25years’ experience in PTCL. Mr.Tayab Shabbir day by day taught me about HR work in his
department and also introduced me SAP system. He always encouraged me to ask more and more
questions from his work related and also from books. Mr.Tayab Shabbir guide me how these
entered these entries’ in SAP system. All the members in HR department were very cooperative.

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They don’t mind to give me their seat and also help me to done work which my supervisor assigned
to me. In PTCL I have learned not much but it was sufficient for me to how actual work happened
in organizations. After passing the short span of time in organization I was able to run their system.
How actually they did their work and what is actual duty of a HR manager.

PROBLEMS ENCOUNTERED:

PTCL is great place to work. As such I do not face any major problems during my internship.
Because Mr. Tayab Shabbir helped me in every issue I am facing in my internship. However I was
nervous at the time when I have to enter the employee’s leaves on the SAP system. I worked many
time on that and after that I was able to complete my task. The other problem is that I could not
get much overview of all departments in PTCL. Most of the time I was worked in HR department.
I have learnt majority of things in HR department but I was not able to learn more things by doing
myself in other departments. So I was not given specific duty to perform myself with complete
control. I could not get any access to any of the systems in PTCL. I want to do more things in SAP
but as intern I could not able to work on it.

Problems;

 The employees were not enough trained and have no enough knowledge about their work
 No proper system of installation of new connection, which may increase installation time
 More processes are time consuming in PTCL offices i.e. pension grant, travelling
allowance etc.
 Less educated staff
 No proper training to employees
 Lack of time punctuality
 Less chance of promotion which decrease the morale and loyalty of employees

HOW INTERNSHIP EXPERIENCE IMPACTS YOU CAREER:

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Internship is an integral part of any business student. As I am a BBA student my university
provided me the opportunity to develop practical knowledge and also develop my concepts which
before that were only in theoretical form. My internship at PTCL has enlarged my knowledge
about the HR department. I learned the time management, rules and regulation which can be main
part of any organization. This organization is my 1st practical learning experience and it will play
a role of guide line when I will enter in my professional career.

Swot Analysis:

In this chapter have some models that analysis and explain the real situation about the PTCL. For
gathering the real information about the opportunities and the threats that are facing the PTCL
this chapter include four models that are following

 SWOT Analysis
 PEST Analysis
 Ratios Analysis

SWOT analysis:

 Strengths
 Weaknesses

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  Opportunities
 Threats

Strengths:

Strength is the attributes of the PTCL that are helpful in achieving the objectives. Strengths of
PTCL are
 Oldest Telecommunication Company in Pakistan established in 1947
 The largest landline network in Pakistan in telecom industry
 Strong international networking and brand name
 Multiple products and services
 Competent human and skills
 PTCL’s network backup system
 Records of PTCL customer are well organized with the principle of privacy
 Directly or indirectly, dependency of all other telecommunication brands operating in
Pakistan
 Comparative low rates for international calling
 Bundle of reasonable packages for all types of customers
 Well organized organizational and management structure

Weaknesses:

The attributes of the PTCL, which are harmful for achieving organizational goals and objectives
Services, which are provided to customer, are inefficient and have low quality specially in
internet services.

 Lack of technical staff in DSL technical support

 No clear strategic direction
 No research and development programs

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  Less marketing strategies
 Dissatisfaction of customer
 V-Wireless courage and service is feeble
 Every process in PTCL is time taking i.e. pension grants, bill disbursement, they can be
shorten
 No quick response of employees for complain
 Low quality of material for consumer connection

Opportunities:

External condition of the organization that may helpful in achieving organization objectives
opportunities of PTCL are following

 Huge market size to increase market share

 Increase in product line through research and development
 Adopt latest technology
 Hire competent marketers and adopt aggressive marketing that is require to promote
products and services to give tough time to competitor

 Improvement in customer services

 Joint venture with other telecom companies nationally or internationally to introduce new
services
 Hiring of new technical staff for improvement of DSL to satisfy customers

Threats:

External conditions that are harmful for achieving organizational goals and objectives

 Strong competition from telecom companies

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  Inconsistent and Adhoc decision by company’s management
 Cyber crime increasing in PTCL
 Security and fraud issues
 Political instability
 Inflation
 Recession in economy
 Rapid increase in taxes

Ration analysis of PTCL:

Ratio Analysis is an important and age-old technique of financial analysis. It simplifies the
comprehension of financial statements. Ratios tell the whole story of changes in the financial
condition of business. It provides data for inter firm comparison. They also reveal over- valued
and undervalued firms, strong firms and weak firms.
Ratio analysis also makes possible comparison of the performance of different divisions of the
firm. The ratios are helpful in decision about their efficiency of otherwise in the past and likely
performance in future.
Following are the main types of ratios that I am going to calculate in this report to compare and
highlight the financial performance of PTCL in 2015 to 2016

Future of PTCL:

According to my point of view the the PTCL will remain the leader of market because it
provides the best DSL and Wifi services on cheap rates.
Though the other telecommunication companies offering the 3G and call packages but the
cheap rates of Landline service will always beneficial for business users as well as for home
users. PTCL use latest technology with the change of time span that increase the loyalty of
customers.

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PTCL CSR is the strong point that will help the organization to sustain in market with
reasonable profits.
PTCL other products will also help it to become the first preference of the customers. So I
observe that the PTCL will remain the leader of the market for coming years.

Chapter 9:

CONCLUSION:

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I have done my internship successfully. It was a great achievement and experience for me. No
doubt PTCL is enjoying monopoly but the time is came when competition will force company to
change its policies to become desired telecom service provider in the market & keep its current
place & customer base. The actual working substances are the human being. It goes without saying
that Human resources are the most important in the organization and so does the Human Resource
Department .It incorporate all the activities and functions of the company like job analysis,
recruitment, staffing, training, designing compensation package, employee’s appraisal system.
Human Resource Department plays the key role in the hiring, retention, motivation and promotion
of the employees. Actually it assigns 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”.PTCL is purely
centralize organization, mostly decision made by C.E.O. PTCL after its partnership going towards
some advance technology. Atisalatis the 26% shareholder who runs this company and has a more
control on PTCL management than Pakistan government. I have learnt that finance and HR
departments are backbone of any vast and well establish company like PTCL. PTCL offers many
innovative products now. It has to change its attitude. At a minimum, avoiding billing errors and
providing competent and courteous service to its customers is essential for PTCL now. It was
totally new for me to understand what is actual happened in the organization.

RECOMMENDATIONS:

PTCL is well-organized company and operates effectively in its competitive environment so it

was difficult for me to identify the weaknesses but nothing is perfect in the world there is always

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space for improvement. According to my limited knowledge, the problems, which I identify, are
following as well as recommendation for improvement.

Encourage online billing:

PTCL should encourage the billing online system so that every customer should have to pay
his/her bill online basis

Training to line staff:

No doubt, networking of PTCL is very good but still there are many complain of customer. To
reduce these complains line staff is play an important role if line or field staff properly installs
the connection and give proper guideline to customer how to operate than that complains can be
reduce. Quick complain response.

Punching system:

The punching system of billing through automation attach with main branch that takes so much
time to adjust so it should be revived

Allocation of funds:

Each region should allocate its funds at its own level because approve funds from head office
may take time.

Performance appraisal:

Employees performance should be appraise on fair basis there should be no biasness.

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 Refresher Courses:

Refresher courses for the staff are most important in any international and well-known
organizations. Every employee should have these courses according to their requirement.
Foreign experts can also be called for this purpose.

Reward and Punishment:

Employees who introduced with full force means active smart, educated skilled, self-spoken and
well versed staff personal, should be fairly reward and appreciates, while on the other hand lazy,
lethargic, rough dealers and ill-mannered must be warned punished and penalized. But this all
should be on merit and considering the policy of honesty is the best policy.

 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 centres should be established. If there is lack of resources, it is difficult, the
training centres 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.

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  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 save 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.

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 Bibliography:

All the references and sources from where the data gathered for this Report are mentioned here
with for your kind concern.

 Google Search Engine

 Mr Nadeem Nazir (SM HR/BP)
 Tayyab shabbier (HR/BP)
 Mr. Mehmood (Manager Admin)
 PTCL. (n.d.). Retrieved from PTCL: www.ptcl.com

 (2013). Retrieved from

 http://investorguide360.com/wp-content/uploads/2013/05/WE-
Research.pdf
 (2015, OCTOBER 2). Retrieved from
 https://www.ptcl.com.pk/images/financials_files/2nd_Qtr_2015.pdf
 (2015). Retrieved from
 https://ptcl.com.pk/Financials/annualreport2015
 ptcl. (n.d.). Retrieved from
 https://ptcl.com.pk/

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