Organizational structure of PTCL:

Organizational structure is the structure set for each principle, management positions and it helps
in defining authority, accountability, and responsibility.
In PTCL CEO is the head of most of the functional areas e.g., finance, operations, admin, HR
etc. so all the senior officers of their respective branch report to the president /CEO.

Organizational structure of PTCL is composed of three main components.

1. Complexity
2. Formalization
3. Centralization
Complexity:
Complexity of an organization means there is more division of labor, and the organization has a
greater hierarchy due to which organization suffer from lack of communication. Due to the larger
hierarchy in PTCL they suffer in organizational activities and coordination.
Formalization:
PTCL organizational structure operates with standard guidelines and defined rule and
regulations. Every official / officer knows his/her duty. Due to these formal rules and regulations
the organizational culture of PTCL is formal.
Centralization:
The term centralization describes where the decision-making authority is. In PTCL, organization
decision making is highly centralized at upper levels of management. Problems flow up to senior
executives, who decides what, should be done.
Divisions of PTCL in regions:

Punjab:
Multan Telecom Region
Lahore Telecom Region
Islamabad / Rawalpindi Telecom Region

Faisalabad Telecom Region

Gujranwala Telecom Region
Central Telecom Region
Sindh:

Hyderabad Telecom Region

Sukkur Telecom Region
Karachi Telecom Region
KPK:
Hazara Telecom Region
Northern Telecom Region I
Types of information systems:
Following are the information systems use in PTCL.
1. Old telegraph systems:
Old telegraph systems are now terminated by PTCL. Because of various factors as the
organization is improving and modernizing its systems to meet the requirements of the
future.
2. Computerized fault management system:
CFSM is used for automated to register and rectify al the landline faults and complaints in a
computerized of form. In this system when customer call PTCL at 1218 the system
automatically registers their complaints and alert the needed work person and after the issue
is resolved the system automatically calls the customer to whether the problem of customer is
resolved or not.
B&CC system:
The whole system of PTCL runs on a single software B&CC (Business and customer care
system) It is used on all levels of management in PTCL. The system can perform following
functions.
 Franchise and payphone management
 Customer information
 Product information
 Sales management
 Order entry
 Order management
 Resource management
Every employee of PTCL has access to the software but the features are limited according to the
authority of each employee.
How the system works:
1. Franchise and payphone management include all the information about bills and
customers detail such as name, address, payment code, payment mode etc. the employees
just enter the account id or bill no and all the information will be accessible.
2. Product information includes all the information of the product used by the customer.
3. Sales management keeps track of all the transactions of the organization.
4. Order entry and order management consists of three main steps i.e., Accepting new
orders, handling the order or package, and completion of the process.
5. Resource management involves computerized tracking of deposits, payrolls, receipts,
cash etc.