Acknowledgement

First, I want to thank Mr. Mohammad Usman (Assistant Sales Manager, OSS PTCL) who
supervise us during the first three weeks of the internship and helps us in getting knowledge
field work and office work as well and Sir Mansoor Ahmed (Assistant Business Manager,
Digital Exchange Sukkur) who gave us broad view of business operations of PTCL and let us
experience the office environment there . I also thankful to Mr. Mohsin Usmani, CDC Sukkur
IBA University who helps us in getting this internship.

Introduction

This report consists of experience and learning throughout the internship. The learning that we have gain
through observation at the OSS office, through the discussion with our supervisor and through field we
have visited with our supervisor. We have been supervised by Mr. Mohmmad Usman and Mansoor
Ahmed. our supervisor was Assistant sales manager at One Stop Shop PTCL and he observed the Sukkur
region sales teams and responsible to sales and operations as well at the One Stop Shop and he has the 7
Field Sales Agents who observe and helps him to observe sales at retail stores and work under Mr.
Usman’s surveillance, 7 regional distributors and TPP’s are also works under hi surveillance as well.
 Company Introduction

Pakistan Telecommunication Company Limited (PTCL) is the largest integrated Information

Communication Technology (ICT) company of Pakistan. With a humble start from a telephone
and telegraph department in 1947, it has evolved to offer latest digital and telecommunication
technologies today. With the largest fixed line network of the country, PTCL offers products
and services like high speed Broadband internet, CharJi wireless internet, Smart TV (IPTV)
service, over-the-top (OTT) applications like Smart Link App, Smart TV App and Touch App,
and world class digital content like Netflix, iflix and icflix. PTCL’s enterprise grade platforms
like Smart Cloud, Tier-3 Certified Data Centers, Managed Services and Satellite Services are
meeting the connectivity needs of organizations and enabling businesses to operate more
efficiently. It acts as the communication backbone for the country with largest fibre cable
network that spans from Khyber to Karachi and submarine cables connecting Pakistan to the
world. PTCL has 26% share of Etisalat Telecom, 62% share of PTCL itself and 12% public
shares. In April 2006, Etisalat International Pakistan, which is commonly known as Etisalat,
has assumed management control of Pakistan Telecommunication Company Ltd (PTCL) – part
of the $2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL is hailed
as ushering in a new era for telecommunications in Pakistan.
There are 3 kinds of exchanges of PTCL in Sukkur from where they give connection to
customers: first is Main exchange from where all the management works like HR and
Administration and Engineers , second is Digital Exchange which is works quite similar to
main exchange but it is focused on more technical works , like give connections, rectifying
faults, and concerned about all the technical things going on. While the last one is SITE area
exchange which works same as digital exchange but deal with different area (SITE area).
Mission Statement
“As the leading Information and Communication Technology Service Provider in the region
we are the link that allows global communication. We are striving towards mobilizing the world
for the future. By becoming partners in innovation, we are ready to shape a future that offers
telecom services to bring the world closer”.
PTCL position themselves as a futuristic telecommunication company and it is quite clear from
their Positioning Statement “Hello to the future”. 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.
PTCL’s brand value is consist of these basic ideas:
✔ Evolving

✔ Innovative

✔ Human

✔ Trustworthy
✔ Quality Conscious

Subsidiary

Ufone
Ufone (Pak Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its
operations on 29th January 2001. Since the outset, it has expanded its coverage and customer
base at a rapid pace and established itself as one of the leading cellular service providers in
Pakistan. Ufone is now considered to be one of the most active, aggressive and innovative
players in the mobile sector of Pakistan.
The growth of the cellular industry is a direct result of the successful implementation of the
telecom deregulation and cellular mobile policy by the Ministry of IT and Telecommunications
(MOIT&T) and the support, guidance and timely enforcement of regulatory process by the
Pakistan Telecommunication Authority (PTA)
 Industry

Telecommunication Industry in Pakistan has several players like PTCL, Ufone, Mobilink/
Warid, Telenor & Zong. But, the landline and Static IP provider is the only one “PTCL” and
all others are only wireless providers. PTCL is wireless provider as well as landline provider.
PTCL is a largest network provider in Pakistan. All other Internet Provider and Telecom
provider must get connection from PTCL as there is only one PTCL who has the Marine Cables
and has access to fastest internet in Pakistan.
 Internship Experience

First, we had introductory session at the first day of our internship, they had demonstrated us
all the policies and rules and how our internship will be carried out throughout the 6 weeks
period. Then, I have been placed over the OSS (One Stop Shop) in Sukkur where we have been
supervised by Mr. Muhammad Usman who is the Assistant Sales Manager over there and he
was monitoring all the sales activities of the sales persons (FSA) who called as Field Sales
Agents and the Regional Distributors who are responsible to create sales in their own respective
areas.
Mr. Usman was working with the regional distributors and, he has region under his surveillance
which is comprised of cities from Jacobabad to Ghotki to all over through the Nawabshah. He
has been frequently visiting those cities twice a month to get the insights that the how is the
sales condition in different cities. He not only responsible for sale of Landline connections but
also, he is responsible for the sales of wireless devices like EVO 4G.
I have observed how he deals with different regional sales manager and demonstrated us how
the PTCL software works and how the performance of each Regional distributors evaluated
and how he motivates the distributors and FSA’s to create opportunities and Sales.
There is another section of employees who accommodate the customers who have issues in
their connections and have billing issues and wants new connection. And in that section of
customer care employees we have learned how the effective placements of advertisement tools
like flyers and broachers can be crucial to the sales and to get customer attention.
Mr. Usman has demonstrated us throughout our 3 weeks in his supervision about the
distribution strategies they have created and how these strategies can be implemented in the
local businesses and I have also learned from Mr. Usman that there is quite clear gap present
in local business in terms of distribution.
I have also learned from there that how a manager should work with teams and how should a
manager should remove conflicts and carry the teams together. Also, Mr. Usman motivate and
give target to different teams in front of us so we learn that how should we give the targets to
teams and how should we motivate them to achieve targets.
Also, we have learned another aspect in which we have learned that how should we make goals
for the sales teams which can be attainable and on the same time it achieves the company’s
goals.
We have also learned that as a manager how should we manage the customers who sometime
get angry and sometimes they want to close the connections, then how should we retain those
customers. And also I have learned that how should we offer different discounted packages and
give different offers to get new customers and retain our old customers, and that’s why the OSS
is going profitable. Because of efforts from MR. Usman and his employees.
And after 3 weeks at the OSS Sukkur we have been placed to Business Department at Digital
Exchange which is also called exchange-II.
Business department have 1 Business Manager (Mr. Akram Ahmed) and the two Assistant
Business Managers (Mr. Mansoor and Mr. Tariq Ahmed) and each ABM’s have their own
team of IT specialist, connection specialist and the whole team of technicians who work to
install new connections and rectify faults.
There in Digital exchange we have been supervised by Mr. Mansoor Ahmed (ABM) and his
employees specially Mr. Zaheer Ahmed who was taking care of Broadband related faults.
In the digital exchange, they deal with all the faults related to PTCL landline and broadband.
They do not only deal with the faults but in digital exchange they are also responsible for the
new connections that customers have ordered.
They aim not only to rectify faults as soon as possible but they must add the connections as
much as possible because lot of customers end their subscription from PTCL so they have to
be in the net add because head office make report every month that how each exchange
performed throughout the month.
They have other benchmark as well to rectify the faults of customers who have register their
complaints. They have MTTR (Mean time to rectification) for every ABM like Mr. Mansoor
have its own MTTR rating. The less the MTTR the more performance perceived to be good.
Low MTTR mean that average fault has been rectified in less time. Usually they must rectify
the fault in less than 48 hours but when sometimes when more crucial fault incurs then the time
will go higher.
Here, in Digital Exchange we have also learned that how to deal with the technical teams and
how to motivate them as well. Because, technical teams have to high motivation to rectify that
much faults in one day and along with faults they must install different connections as well.
Mr. Mansoor conducts the meeting every morning and he involves us to see how should we
motivate our teams to achieve the target work.