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Reported to: SIR M. USMAN ALEEM

Report by: ADEENA ANJUM (10277)
GOHAR AFSHAN (10841)
AMNA LALL (10721)

ACKNOWLEDGEMENT
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The completion of this dissertation would never be possible without the

countless blessings of ALLAH (SWT).we offer our sincerest, deepest gratitude
and thanks to ALLAH (SWT).May ALLAH (SWT) shower HIS blessings and
mercies upon the HOLY PROPHET HAZRAT MUHAMMAD (peace be upon
him) whose life is guidance for us in all the tasks of life. We would like to
express our sincere gratitude to our advisor and teacher Sir M. USMAN
ALEEM for the continuous support and guidance during project work and
related studies and for her patience, motivation and immense knowledge. His
guidance helped us all the time during our project and writing for this
dissertation. We could not have imagined having a better advisor and mentor for
our project. We would also like to thank you the Hr executive and other staff of
PTCL & SGS for their corporation and guidance during project. LAST but not
the least; we would like to thanks our parents and family members for
supporting us spiritually and inspiring us throughout our work. We would like
to our sincere thanks to all of them.
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Date: 24-11-2020

Sir M. Usman Aleem

Department Of Management Science

PAF - KIET

SUBJECT: LETTER OFTRANSMITTAL

Respected Sir,

We are very pleased to submit to you the project report on "HUMAN

RESOURCE FUNCTION OF PTCL & SGS".

This project report has been prepared with great efforts and dedication,
incompliance with course requirement and your instructions. We hope that this
onerous task on my part will be appreciated. Now that the project is complete, it
can be viewed for assessment.

We hope that this project report is acceptable to you .As a team, we found this
work of doing the project interesting and challenging. Hope fully, this research
would also be informative as well.

Sincerely Yours,

Adeena Anjum

Gohar Afshan

Amna Lall

Table of Contents
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Pakistan Telecommunication Company Limited Hello to the Future.........7

INTRODUCTION:............................................................................................ 7
HISTORY:......................................................................................................... 8
VISION:............................................................................................................ 9
VALUES:.......................................................................................................... 10
STRUCTURE OF HR DEPARTMENT:...........................................................10
Interviewed HR Manager............................................................................... 10
What are the department Hierarchy of PTCL?.........................................10
DEPARTMENT HIERARCHY OF PTCL:.................................................10
Which types of employees are working in PTCL?......................................11
TYPES OF EMPLOYEES IN PTCL:...........................................................11
What are the functions of HR department?...............................................11
FUNCTIONS OF HR DEPARTMENT:.....................................................11
What are your HR practices or activities?..................................................11
ANALYSIS OF HR-PRACTICES AT PTCL:...............................................11
What is your HR process?............................................................................11
HRM PLANNING:..................................................................................... 11
Tell us about employee engagement?........................................................12
EMPLOYEE ENGAGEMENT:...................................................................12
What is your recruitment process?............................................................13
Recruitment process:................................................................................13
What are main objectives of performance appraisals?..............................13
MAIN OBJECTIVE OF PERFORMANCE APPRAISAL:..........................13
What is your compensation based?...........................................................14
COMPENSATION:................................................................................... 14
What are loan policies?...............................................................................14
LOAN POLICY:......................................................................................... 14
What are health benefits given to employees?..........................................14
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Health Benefits:........................................................................................ 14
HR BUDGET:................................................................................................... 15
HUMAN RESOURCE INFORMATION SYSTEM (HRIS):............................15
EMPLOYEE EMPOWERMENT:.....................................................................15
RECRUITMENT:............................................................................................. 16
Recruitment requirement:.............................................................................16
Management Training Officer:......................................................................16
Training & Development:............................................................................... 17
Methods of Training and Development:.......................................................17
Training programs:...................................................................................... 17
PERFORMANCE MANAGEMENT:...............................................................18
RETIREMENT PLAN OF (CEO)....................................................................18
RETIREMENT PLAN OF BOARD OF DIRECTOR:......................................19
RETIREMENT OF DIRECTOR HR................................................................19
RETIREMENT OF MARKETING MANAGER:..............................................19
TERMINATION LETTER FOR STAFF..........................................................20

EXECUTIVE SUMMARY
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The goals of this project will be presented in this executive summary with
summarized pieces of information about specific activities i.e. human resource
planning, recruitment and selection, Training & Development, performance
management and compensation regarding Human resource department of PTCL
and SGS. (PTCL) is the largest telecommunication company in Pakistan. This
company provides telephony services to the nation while (SGS) is the world’s
leading inspection, verification; testing and certification company.SGS is
recognized as the global benchmark for quality and integrity. All five core
functions of HR are being performed at both company with bit differences.
They have similar HRP (human resource planning) running in the organization.
The Training and development is quite different of both organization SGS
prefer e learning training for their employees and uses kirk Patrick method for
evaluation. In contrast PTCL prefer physical training assignment and Lectures
but both prefer on job training. At recruitment process they both go through add
postings but SGS select the individual on their own ERF results and PTCL
some time hire external consultant for recruitment purpose. Both the
organization follows different HRIS SGS have their built-in HRIS software’s in
contrary PTCl follows SAP. PTCL uses bell curve and MBO method for
performance appraisal and SGS have their own 10 principal based process for
performance appraisal.
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Pakistan Telecommunication Company

Limited Hello to the Future

INTRODUCTION:
Pakistan Telecommunication Company Limited (PTCL) is the largest
telecommunication company in Pakistan. This company provides
telephony services to the nation and still holds the status of backbone for
country’s telecommunication infrastructure in spite of entrance of the
dozen other Telco including telecom giants like TELENOR and CHINA
Mobile. The company consists of around 2000 telephone exchanges across
country providing largest fixed line network. GSM, CDMA and Internet
are other resources of PTCL, making it a gigantic organization

PTCL is also part of the consortium of three major Submarine

communication cable networks: SEA-ME- WE 3, SEA-ME-WE 4 and I-ME-
WE. In addition to wire line operations, PTCL also provides fixed line
service through its countrywide CDMA based WLL (Wireless Local Loop)
network, under the Fine brand name. In the cellular segment, the second
largest cellular provider in Pakistan, Ufone, is also a wholly owned
subsidiary of PTCL.

HISTORY:
From the beginnings of Posts & Telegraph Department in 1947 and
establishment of Pakistan Telephone & Telegraph Department in 1962,
PTCL has been a major player in telecommunication in Pakistan. Despite
having established a network of enormous size, PTCL workings and
policies have attracted regular criticism from other smaller operators and
the civil society of Pakistan.

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
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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.

In 1995, Pakistan Telecommunication (Reorganization) Ordinance formed

the basis for PTCL monopoly over basic telephony in the country. The
provisions of the Ordinance were lent permanence in October 1996
through Pakistan Telecommunication (Reorganization) Act. The same
year, Pakistan Telecommunication Company Limited was formed and
listed on all stock exchanges of Pakistan

PTCL launched its mobile and data services subsidiaries in 2001 by the
name of Ufone and PakNet respectively. None of the brands made it to
the top slots in the respective competitions. Lately, however, Ufone had
increased its market share in the cellular sector. The PakNet brand has
effectively dissolved over the period of time. Recent DSL services
launched by PTCL reflect this by the introduction of a new brand name
and operation of the service being directly supervised by PTCL.

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.

In 2005, when Government was going to privatize the company there was
country wide protest and strike by PTCL workers. They even disrupted
Phone lines of some big Government institutions like Punjab University
Lahore and many lines of public sector were also blocked. Military had to
take over the management of all the Exchanges in the country. They
arrested many workers and put them behind bars. The contention
between Government and employees ended with a 30% increase in the
salaries of workers.
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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 presented PTCL's new face after privatization, with
greater focus on customer satisfaction and bringing about of new
advancements in telecom for Pakistani consumers.

VISION
To be the leading information and communication technology service
provider in the region by achieving the customer satisfaction and
maximizing the shares holders values. MISSION: Their mission is to
achieve vision by having:

 An organizational environment that fosters professionalism,

motivation and quality.
 An environment that is cost effective and quality conscious.
 Services that are based on the most optimum technology.
 ‘Quality’ and ‘time’ conscious customer service.
 Sustained growth in earnings and profitability.

VALUES
In achieving mission and making vision a reality, they will practice the
values of professional integrity, customer satisfaction, and team work and
company loyalty.

STRUCTURE OF HR DEPARTMENT
The human resource Department in PTCL was established in 1996 and it
was reorganized in 2005. PTCL human resource is known as HRIS-PTCL.
The main objectives of HR department in PTCL are to bring together
company needs of the human resource and the needs of the people hired
by the company.
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They consider employees the main assets of organization and focusing on

providing them the better facilities.

INTERVIEWED HR MANAGER
We have interviewed the Hr manager of PTCL, and got the answers. The
questions are:

1. What are the department Hierarchy of PTCL?

DEPARTMENT HIERARCHY OF PTCL:

1. Chief executive officer
2. Chief HR officer executive
3. Vice president
4. General manager
5. Senior marketing manager
6. Assistant manager

2. Which types of employees are working in PTCL?

TYPES OF EMPLOYEES IN PTCL:

 PERMANENT EMPLOYEES

 CONTRACTUAL / EMPLOYEES

 OUTSOURCE

3. What are the functions of HR department?

FUNCTIONS OF HR DEPARTMENT:
All functions of HRM Including recruitment, training and development,
performance management, and compensation, are being performed in hr
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department of PTCL. For each function they have separate department

which are responsible for performing functions of HR.

4. What are your HR practices or activities?

ANALYSIS OF HR-PRACTICES AT PTCL:

HR STRATEGIES:

 Customer oriented approach to retain customer’s loyalty

 Restructuring: inclusion of new corporate culture

 Retention of critical Human Resource

 Motivation of employees

 Preparation for WTO regime

5. What is your HR process?

HRM PLANNING:
HRP is dealt with various matters in the organization same the case with
PTCL. The HRM process consists of organized activities in PTCL as like

 Recruitment

 Selection

 Training

 Compensation

 Supervision HRP process of PTCL is having the following categories

which are:

 Conduct job analysis and based on the outcomes of the job analysis,
write job descriptions.

 Employee Recruitment and Selection

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 Training and Development

 Design and implement a performance management system

 Conduct HRM research with the aim of solving problems in the

organization

 Determine the objectives

 Enlarge procedures to meet the expected HR requirements

6. Tell us about employee engagement?

EMPLOYEE ENGAGEMENT:
PTCL consider human the most valuable asset of their organization
therefore this always try to provide right conditions for all members of
their organization to give of their best each day, committed to
organization’s goals and values, motivated to contribute to organizational
success, with an enhanced sense of their own well-being. For this the
organization provides the following activities to their employees.

 Offsite

 Cricket matches

 Cross functions

 Movie night

In PTCL all engagement activities are linked with operation and hr

department makes it sure that all these activities must have some impact.
For example they arrange a fault rectification day after working days and
then they take their employees to the movie night for boosting their
employee morale. Similarly they do brainstorming while going to offsite.
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7. What is your recruitment process?

Recruitment process:
For senior manager position, they deal in a very typical way, they first
make list then screen it, and make short list, take interview then take final
interview ,consider final candidate .then give oral confirmation placing
job offer interesting thing is that after placing verbal offer they conduct
medical test of candidates which PTCL bear itself. And then place written
offer.

Recruitment of non-managerial are on zonal base, their orientations are

also conducted in headquarter.

8. What are main objectives of performance appraisals?

MAIN OBJECTIVE OF PERFORMANCE APPRAISAL:
Their main objectives of performance appraisal in PTCL are as follows:

 Improvement in Performance

 Effectiveness, Efficiency, Productivity, Motivation

 Pay and Benefit Adjustments

 Training & Development Needs

 Response and Feedback from

9. What is your compensation based?

COMPENSATION:
Employee compensation is the total amount an employee can expect to
receive when working for an organization. In PTCL Compensation is on
grading base. In PMS grading they divide that A will get such percent B
will get such percent. Compensation is done on the basis of performance.
Performance is measures by goals, Goals are reviewed e.g. How was
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performance before 6 months and after 6 months when it is combine we

get final grading then see in which grade employee lie and according to
that, employee is compensated.

HR indulges in compensation. After CSO, CO approved further

distribution is done by HR that how many there are high rated performer.

PTCL provide flexi hours. Employees can work 9 to 4 or 10 to 5 according

to their feasibility. Women can work at home.

10.What are loan policies?

LOAN POLICY:
PTCL provide loan policy and incentives to its regular employees. Provide
different loans (house building loan, motor vehicle etc.). But don’t give to
outsource employee. Loans are given to outsource employee on the base
of gratuity.

11. What are health benefits given to employees?

Health Benefits:
Not only the health of our employees is important but their family’s
health is also equally important. With over 100 hospitals on our panel
wide across Pakistan we aim to ensure constant medical assistance to our
PTCL Family Members. Some of the best hospitals on our panel include:

 Shifa International Hospital

 Pakistan Institute of Medical Sciences (PIMS)

 Islamabad Diagnostic Center

 Western Dental

 Armed Forces Institute of Cardiology (AFIC)

 Rawalpindi Institute of Cardiology

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 Ali Hospital

HR BUDGET
The goals and aim of HR department is reflected in their budget. Budget
is issued to the department on the annual bases on the ratio of net income
generating by the company. As PTCL is still in growth process so
department have to make compromises over their budget.

HUMAN RESOURCE INFORMATION SYSTEM

(HRIS):
PTCL Has recently shifted to the information system from the manual.
Human Resource Information System which is being used in PTCL is SAP.
The acronym “SAP,” for Systems, Applications, and Products in Data
Processing, Systems. PTCL is Pakistan's 3rd largest organization which
uses SAP in all their functions.

Impact which, organizations have felt after shifting to information system

is that HRIS has Simplify human resource (HR) processes to drive better
business results. Find the right talent, develop future leaders, and engage
all employees with automated, transparent processes, and a digital HR
experience. It helps the management to take more effective and efficient
decisions.

EMPLOYEE EMPOWERMENT
PTCL has given their employees authority to take their decisions on their
respective positions. Organization has set boundaries in which the
employees can exercise their power.

Not only male staff but female staffs have been authority to take the
decisions. In recognition for their progressive gender policies and best
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practices for empowering women at work, PTCL has been awarded the
‘EFP Award for Excellence in Women Empowerment 2017’ at the
International Women’s Day Conference, organized by the Employer’s
Federation of Pakistan (EFP) in collaboration with the International
Labour Organization (ILO) in Karachi.

RECRUITMENT
Recruitment (hiring) is a core function of human resource management.
It is the first step of appointment. Recruitment refers to the overall
process of attracting, selecting and appointing suitable candidates for jobs
(either permanent or temporary) within an organization.

PTCL use SAP for recruitment. It is use to shorten the process, increase
transparency, reduce cost and time and for improving efficiency.

For recruitment of top level management PTCL use its own talent
acquisition. As it required too much cost to hire consultant. It depends on
situation, for big level profile it has to hire top consultant. Recruitment
channels are ADDs, LinkedIn, rozi.com and it has its own page on Face
book. Because social media saves cost and have large medium now
advertisement on newspapers is not preferred. Use head hunters less
frequently because they have their own recruitment department.

RECRUITMENT REQUIREMENT
HR required Qualities for hiring requisition, individual writes proper JD,
that what should be the level of education, what is level of position ,level
of competency ,how much year of experience is required ,what additional
skills should be in person, how much computer skills are required e.g.
excel.

HR use system to filter out resume. In system apply requirement it will

filter out all resume according to your requirement.
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MANAGEMENT TRAINING OFFICER

They also conduct MTO programs for recruitment under which they have
conducted three sessions till now.

TRAINING AND DEVELOPMENT

Training and Development refers to the process to obtain or transfer
knowledge, skills and abilities needed to carry out a specific activity or
task”. PTCL employees are a great asset not only for the company but also
for the country. Their marvellous potential is yet to be exploited. Their
skills need to be developed, their expertise need to be updated for which
training and development department is at their disposal to cater their
training needs.

PTCL assure that, training and development team would never miss an
opportunity to contribute towards the betterment of the company.
Training and Developments is playing an essential role in changing PTCL
from a government sector organization to corporate sector company.
They consider every employee of the company as our customer and firmly
believe that meeting their expectation would help us achieve customer
satisfaction. They look forward to your input for making our endeavours
more effective.

They would like to take this opportunity to salute all workers and
employees especially those who are working in the field and assure them
that the management is fully aware of their dedication and hard work and
appreciates their performance and want to make them more skilful and
improve their expertise through different trainings.

In this spirit, that T&D Training and Development has a clear road map of
activities and is committed to provide high quality trainings for the
development of every single employee.
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PTCL vast network of training infrastructure includes 12 PTCL Training

Centres all over Pakistan where PTCL provide soft and technical skills
training. They keep their employees updated with the latest trends and
develop their knowledge, skills and attitudes with a futuristic approach.

METHODS OF TRAINING AND DEVELOPMENT

PTCL use on job training, it saves cost. HR Don’t Use Job Referral.

Training programs:
 Technical skills

 Soft, behavioural skills

 IT skills development

 Management-leadership program

 Workshops seminar

 Academic programs

 Foreign programs

PERFORMANCE MANAGEMENT
In PTCL performance expectations are the source for evaluating employee
performance In the way in which performance is generally define
construct the task of receiving suitable performance values vague and a
unreasonably complexity.

From performance standards, supervisors can provide specific feedback

describing the gap between expected and actual performance.

They evaluate the performance of their employee semi-annually. Method

for the performance evaluation which is used by the PTCL is BELL
CURVE.
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The organization uses bell curve and not any other method like MBO for
the reason that there is lack of transparency. Although they have goals but
as PTCL is in progressing stage and don’t have transparency that’s why
they didn’t use MBO.

RETIREMENT PLAN OF (CEO)

1. Provident fund
2. Farewell
3. Employee old age benefit plan
4. Medical facilities for family and kids
5. Recognition award or certificates
6. Performance award
7. Get certain percentage of shares or dividend

RETIREMENT PLAN OF BOARD OF DIRECTOR

1. Addition annual contribution to his retirement funds.
2. Pension plan
3. Farewell
4. Medical facilities
5. Performance award and certificates
6. Get certain percentage of shares

RETIREMENT OF DIRECTOR HR
1. Pension plan
2. Farewell
3. Medical facilities
4. Performance certificate and award
5. Recruiting new HR director
6. Evaluating candidates for job
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7. Job training

RETIREMENT OF MARKETING MANAGER:

1. Pension plan
2. Farwell
3. Budget and capabilities for new marketing manager
4. Recruiting new marketing manager
5. Evaluating candidates for job
6. Job training
7. Future skill gaps and workforce capabilities

TERMINATION LETTER FOR STAFF

Date:

Name of terminated employee:

Address:

Company name:

Dear Mr. (employee name here)

On _____ date, your employment with ____ (business name) will be

officially terminated for the following reasons:

(List factual reasons for termination letter)

This decision is not reversible.

You will receive; (List compensation they will receive, including pay for
unused leave, severance pay, salary owed, etc)

Your health care benefits will (explanation of what will happen with their
benefits)
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You are requested to return (list all company property that is to be

returned)

Also, please keep in mind that you have signed (list any agreements
employee is signed, such as a confidentiality policy or a non-solicitation
agreement.

Regards,

HR manager

(Your name)