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INTERNSHIP REPORT 

INSTITUTE OF ADMINISTRATIVE SCIENCES – (IAS)

UNIVERSITY OF THE PUNJAB

Name: Feroz Khan

Roll No: BS-IAS-69-F17
Degree Program: Bachelors in Management Sciences Session:
2017-2021
Internship Organization Name: Pakistan Telecommunication Company
Limited(ptcl)
Branch and Address: Zonal Office 132-A,Tufail Road Lahore cant
Internship Supervisor: Saeed Mazhar Hussain
Internship Supervisor Contact Number: 042 37510550
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Sr. No. CONTENTS Pg. No.

Chapter 1: Introduction to the Organization
1.1 Brief History 4
1.2 Nature of the organization 5
1.3 Organogram & Number of Employees 6
1.4 Vision 8
1.5 Mission 8
1.6 Values 9
1.7 Goals & Objectives of Organization 9
1.8 Business of Organization (Products and/or Services) 9
Chapter 2: Management Practices
HR Human Resource Management Practices
Section
2.1 HR Division – a Review 11
2.2 Job analysis 14
2.3 Human Resource Planning 14
2.4 Recruitment and Selection Procedures 15
2.5 Orientation of new hires 16
2.6 Training & Development of employees 16
2.7 Appraising & Managing Performance 16
2.8 Compensation & Benefits Policies 17
2.9 Labor Relations 17
2.10 Procedures of Record keeping of Employees
Chapter 3: Tasks and Duties at Internship
3.1 Function(s)/Department(s) of Internship 17
3.2 Week 1 17
3.3 Week 2 17
3.4 Week 3 18
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3.5 Week 4 18
3.6 Week 5 18
3.7 Week 6 (add more weeks according to duration of your internship) 18
3.8 Learning and Achievements at Internship (Write a paragraph or week wise 19
activities)

Chapter 4: SWOT Analysis 19

Internship Completion Certificate (copy)
Internship Evaluation Form (copy)
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Chapter 1: Introduction to Pakistan Telecommunication

Company Limited

Brief History: 

Pakistan Telecommunication Company Limited is the largest integrated Information

Communication Technology 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  service, over-
the-top 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 fiber cable network that spans from
Khyber to Karachi and submarine cables connecting Pakistan to the world.

Posts & Telegraph Department

From the beginning of the Posts & Telegraph Department in 1949 and establishment of Pakistan
Telephone & Telegraph Department in 1962, PTCL has been a major player in
telecommunication in Pakistan. 
 
Pakistan Telecommunication Corporation
Pakistan Telecommunication Corporation 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 the award of licenses for cellular, card-operated pay-phones, paging
and, lately, data communication services.
 
Privatization Plan
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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.
 
Pakistan Telecommunication Company Limited
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 Pak Net brand
has effectively dissolved over a period of time. Recent  DSL services launched by PTCL reflects
this by the introduction of a new brand name and operation of the service being directly
supervised by PTCL.
The government's plan of privatizing the corporation was not welcomed in all circles;
countrywide protests and strikes were held by PTCL workers. They disrupted phone lines of
institutions like Punjab University Lahore along with public sector institutions were also
blocked. The 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 the Government and
the employees ended with a 30% increase in the salaries of workers
 

Nature of the organization: 

Pakistan Telecommunication Company Limited (PTCL) was incorporated in Pakistan on

December 31, 1995 and is listed on Karachi, Lahore and Islamabad stock exchanges. It was
established to undertake the telecommunication business firmly carried on by Pakistan
Telecommunication Corporation (PTC). The business was transferred to the company on January
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1, 1996 under the Pakistan Telecommunication (Reorganization)Act, 1996 at which date PTCL
took over all the properties, rights, assets, obligations and liabilities of PTC except those
transferred to National Telecommunication Corporation, Frequency Allocation Board, Pakistan
Telecommunication Authority and Pakistan Telecommunication Employees Trust.After
privatization in 1991 ,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 .The company commenced
business on January 1, 1996. The registered office of the company is situated at Block-E, PTCL
Headquarter, G-8/4 Islamabad. Pakistan Telecommunication Company Limited  is the main
provider of Telecommunication services in Pakistan. It owns and operates a substantial part of
the telecommunication facilities and provides domestic and international telephone services and
other communication facilities throughout Pakistan.

Organogram & Number of Employees: 

PTCL is the largest telecommunications provider in Pakistan. 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 other telecom operators
and corporate customers of the country. With employee strength of 35,000 and 5.7 million
customers, PTCL is the largest telecommunications provider in Pakistan. Organogram is
described here:

President & chief executive officer

MR. WALID IRSHAD(President & chief executive officer)

BOARD OF DIRECTORS
 
HIFZ-UR-REHAMN
Chairman PTCL Board
• 
ABDULRAHIM A.AL NOORANI
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Chairman & chief executive officer

•
 NOOR-UD-DIN-BAQAI
 Member (Telecom)
• 
AHSANULLAH KHAN
 Ambassador (U.A.E.)
•
FARRAKH QAYYUM
Secretary (Govt. of Pakistan)
•
ABDULAZIZ A. AL SAWALEH
 Human Resource Officer
•
FADHIL AL ANSARI
Executive Vice President 
•
ABDULAZIZ H. TARYAM
General Manager
• 
DR. AHMED AL JARWAN
General Manager 
 • 
FARAH QAMER
Company Secretary
 
REGISTERED OFFICE
PTCL Headquarter
Block-E, sector G-8/4, Islamabad, Pakistan
 
AUDITORS OF PTCL
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Auditors of ptcl are following 
A.F FERGUSON & CO
Chartered Accountants
 
KPMG TASEER HADI & CO
Chartered Accountants
 
Bankers of PTCL
Habib Bank Limited
United Bank Limited
MCB Bank Limited
National Bank of Pakistan
Askari Bank Limited
Citibank N.A.
Faysal Bank Limited
Standard Chartered Bank Limited
 
 

Mission Statement
 
To achieve our 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.
 

Vision
 
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“To be the leading Information and Communication Technology

Service Provider in the region by achieving customer satisfaction
and maximizing shareholders' value”
 
The future is unfolding around us. We are striving towards mobilizing the world forthe future.
By becoming partners in innovation, we are ready to shape a future that offers telecom services
that bring us closer.
 
Core values
 
 Professional Integrity
 Customer Satisfaction
 Teamwork Company
  Loyalty
 Corporate Information
 

Goals & Objectives of Organization: 

The objective and goal of PTCL to provide the latest telecom facilities at reasonable rate with
quality standard of International level. As other world Telco’s are proceeding in this direction, so
we should also make investment in project pertinent to the objectives of a business. It should
involve new component of the core business of telecom operator which can be described

Business of Organization (Products and/or Services): 

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
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 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. On the Long Distance and
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International infrastructure side, the capacity of two SEA-ME-WE submarine cable is being
expanded to meet the increasing demand for International traffic

Voice
PTCL provides its fixed-line telephone services in many cities of Pakistan.

Internet / high speed broadband

Being Pakistan's largest ADSL2+ provider, PTCL primarily provides its customers
with ADSL broadband, however as demand for higher bandwidth connections has increased,
PTCL is upgrading its customers to VDSL2 and FTTH GPON in a few major cities,
namely Karachi, Lahore, Islamabad, Rawalpindi, Quetta and Peshawar.
 
Wireless
Wireless options are also available under the 'EVO Nitro' or 'CharJi Evo' brand names. The
former being based on EvDo Rev A and B, and the latter using LTE technology. This is done
using PTCL's 1900  MHz WLL frequency that was previously used for their Vfone CDMA2000
network. There is seamless LTE coverage in Karachi, Lahore, Rawalpindi, and Islamabad,
whereas there is coverage for EvDo Rev B (up to 9.3 Mbit/s) in the remaining 200+ cities.
 Ufone GSM is also a wholly owned subsidiary of PTCL, it also the fourth and the smallest
cellular provider  in the country. It provides both GSM and HSPA+ services over the 900, 1800
and 2100  MHz bands.In September 2014, for its corporate customers, Pakistan
Telecommunication Company Limited launched an exclusive WiFi service called 'Managed
WiFi.
 
IPTV
 
In addition to these services, PTCL also offers digital TV services based on DVB-IPTV with the
brand name of Smart TV. PTCL users can also stream live TV using the SmartTV application for
smartphones.
 
Collaboration with Netflix
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In October 2016, PTCL and Netflix signed a collaboration agreement to provide its customers,
without commercials, high quality streaming content
 

Subsidiaries
PTCL owns two subsidiaries, Ufone and UBank

Chapter 2: Management Practices at PTCL HR Division-

a Review: 

The Human Resource Department in PTCL was formally established in 1996 and it was

Reorganized in 2005. PTCL human resource system is known as HRISPTCL and it is

Working under SEVP & GM at regional centers. HR manager plays a very

Important role in hierarchy, and also in between the higher Management and low level

employees. It is one of the most important people to achieve company`s overall objective

by properly managing the most useful company resources.

Hierarchy Of Human Resource Department

Chairman OF HR
Mr. Abdul Aziz Al Sawaleh (Chief HRO Escalate UAE)
Members 

 Mr.Abdulrahim A.
 Al NooryaniMr
 Noor-ud-Din
 BaqaiMr.
 Fadi Al AnsariMr. 
 walid Irshad (president & CEO)
 Mr. Ismail Salih Taha (SEVP HR &A)
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IMPORTANCE OF HR
 
The  main  objective  of  HR  department  in  PTCL  is  to  meet  company  needs  of  the 
Human Resources  and  the  needs  of  the  people  hired  by  the  company.  The   management  
of  PTCL considers that in order to stay competitive and to meet the needs of their customers
they should focus on their employees. They consider employees the main assets of organization
and focusing on providing them the better facilities. Its aim to be the preferred employer
including the top tiers along with other companies, which are recognized and preferred
multinational.
To have a competitive remuneration package (i.e. competitive salaries, benefits etc).To provide
excellent opportunities for the development of well-defined career path. Development of
effective manpower planning.
 
STRATEGIES OF HR
 Customer oriented approach to retain customer’s loyalty
 Restructuring inclusion of new corporate culture 
 Retention of critical Human Resource
 Motivation of employees
 
HRM PLANNING
 
 Conduct    job    analysis    and    based    on    the    outcomes    of    the    job    analysis,   
write    job descriptions.
 Organizational restructuring and right sizing
 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
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 Integrated employee data management (HR MIS)

Employee Experience in the PTCL

From an employee’s viewpoint, working in a ptcl is very productive, challenging and 

interesting. Being involved in the manufacture of networks employees get a lot of
beforehand  knowledge and an opportunity to learn new things. Its privatization inculcates 
employee satisfaction due to their compensation and benefits .Their employees gets a lot of
knowledge about how to work in team ,pursuing customers, data management and how to
advertise new product in market. They have very positive review for pct. management.

HR Challenges 

Impact of changing HR practices over employee’s productivity and performance in Pakistan

Telecommunication Company Limited with its public and private tenure. From being a pure
government department to being a company being run on corporate lines and eventually
being privatized has made it an interesting entity for study for students and researchers in the
field of Human Resource Management. Foremost, the threat or the fear of being deprived of
the job has been the primary reason why employees in abundance left the organization as a
result of Voluntary Separation Scheme or resigned. Employees are subjected to a continuous
stress as a result of repeated strikes and the attitude of the management towards the
employees. Management has not been able to win the heart of the people. Training, no doubt
has improved a lot, so has the recruitment, becoming faster and market oriented. But
compensation has not improved. Employees are paid less than their counter-parts in
government contrary to prior privatization. Mode of Performance Appraisal has been
changed by introducing the concept of Online Performance Appraisal, linking the promotions
and increments to the scores earned by employees. This has made employees unhappy with
that. Career-growth has also suffered because employees have not been promoted for the last
many years despite expanding company workforce and business.
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Job Analysis: 

Job analysis is the process of determine the job duties and requirements and relative
importance of this job. In ptcl all judgment is based on data collected in the form of
anaylsis.Several steps are taken for job analysis. 

 Selecting research methods appropriate to pre-defined client criteria 

 Designing and using qualitative and quantitative research tools such as  questionnaires,
focus groups, interview schedules etc. 

 Reading press releases and broadcast coverage and assessing whether stories  are
favorable or detrimental to clients 

 Analyzing campaign performance and research results using a variety of 

numerical and IT tools  

 Summarizing and finalizing data at the end of projects 

 Entering data into client databases  

 Supporting and advising coding and client account staff 

Human Resource Planning: 

The organization’s effectiveness depends not only on how it structured but also on
how well personnel are selected, trained, directed, motivated and evaluated. The
personnel department of PTCL well aware of its responsibilities selects the qualified,
experienced, hardworking, semiskilled and unskilled person after observing them
from different angles. Once the person selected, he or she is motivated through
incentives.
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Recruitment & Selection Procedure: 

 Whenever PTCL wants to recruit new employees, it sets up an assessment center. The
following process is carried out:
 There is an initial interview (competency based interviewing).
 Initiation to an assessment center (that assesses managerial competencies
 Managers are expected to show their worth technically and managerially through day
long activities created to stimulate the environment he/she would actually be working in.
The candidates undergo tests that are a sample of what activities they will be performing
if they are actually selected.
 After the assessment center training is complete, a second and final interview is held, and
subsequent efforts are made to a customize the candidates with the culture at the
workplace. This is done in an attempt to minimize turnover. It normally takes 34 months
to recruit good grades.
 PTCL firmly believes that ‘’you cannot be the best if you do not have the best’’. It
believes it has gently reduced nepotism in the recruitment process and they do not
compromise on standards because they follow correct procedures and processes. 
 
Selection Of Employees
 
These are the following steps carried out by PTCL in order to meet selection:
 RECRUITMENT (ADVERITISING JOB DESCRIPTION & JOB SPECIFICATION)
 APPLICATION(ONLINE & FORMS)
 SCREENING OF APPLICATIONS
 TEST
 INTERVIEW
 FINAL DECISION MAKING
 JOINING LETTER
 
 
Interview Methods
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The interview method depends on the situation and conditions but there are 3 types of 
interviews  
but  two  of  them  are  and  were  in  focus  of  PTCL  while  carrying  out 
Selection. These three methods are:
 
 Structured Interviews
 Unstructured Interviews
 Stress Interview
 

Orientation of new hires: 

 Orientation is given to new employees according to manual/forum Policies

 Rules and Regulations of the organization
 Duties and responsibilities to be performed
 Routine Task
 Communication to colleagues and immediate boss
 
Training And development of PTCL
PTCL do TNA by performance evaluation through Performance Management Software, 
observation or asking by employees’ immediate bosses.PTCL do TNA provides following types
of training:
 On job training
 Off job training
 
ON JOB TRAINING
 It includes learning by observation
 Training by supervisor
 Training by colleagues
 Learning by doing
 
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OFF JOB TRAINING

For off the job training PTCL have training centers Ptcl training center ITC academy Islamabad.
From recent 3 years their own former or existing employees give training to new employees.
After training they also evaluate the difference in performance.
 
Compensation of Employees
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 Reward, Nonfinancial
Reward, leave policy, Medical Benefit.
 

Chapter 3: Tasks and Duties at Internship

 
Department of Internship:
“Human Resource Department of PTCL”
 
Week 1:Information of Basic Functions of HR Department
The formal internship at PTCL inculcates a lot of information in me. In first week, my supervisor
informed me about basic functioning of HR department, how it works ,what it works, what is the
importance of it and how it is the core department of the organization.
 
Week 2: Training
In second week of internship, on the job training was given to enhance the skills and aware me
about the tasks and duties expected me during the internship. Following are the

1. Basic working of HR department

2. CV selection Criteria
3. Recruitment policies
4. Training policies
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Week 3: ERP Handling:

In third week of the internship, I was given a desktop computer with ERP system installed in it. I
started to enter the details in ERP system as I was trained in first week of the internship.
Following are some tasks which I performed in third week of my internship:

1. Checking the status of the Employee

2. Job opening of employees 

Week 4: Handing leaves and Attendance:

In fourth week, the task given to me was handing leaves and attendance. This time, I have to see
the leaves and attendance of the employee’s and after analysis, I ranked them according to KPIs
and giving notice to them at the last of the week.

Week 5: CV Handling:

Fifth week started with a new task. Along with job opening and related tasks, I started to enter all
CVs of the potential candidates in CV Database (CV handling Software).

 Following are the breakdown of the related tasks which I performed in fifth week:

1. Making the profile of the potential candidates.

2. Separate formats of CV for different potential candidates.
3.  Taking all the information from the file which required for the vacant position.

Week 6: Job Analysis & Job Description:

In sixth week, I took an overview of different job descriptions and also learnt how to make job
analysis questionnaire to analysis any job and to prepare job description and job specification of
different jobs.

Job description contains following points:

 Tasks
 Duties
 Responsibilities
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Job specification contain following points:

 Knowledge
 Skills
 Abilities

Learning & Achievements:

It was the first official internship for me where I got the exposure to work in a professional
environment. The experience I got from working in PTCL is really valuable for me because I
learned a lot of new things related to HR operations.

In the whole time of my internship I identified the positive attitude of employees in PTCL. I
observed that whole organization worked like a home every one cooperate with each other and
achieve their goals for the company .I feel that  failure of one is the failure of all. Human
Resource in PTCL is very enthusiastic and keeps contact with other departments every time.
Company divides their sale in local and export to all over the world. When I enter in organization
I feel strange himself but due to having confidence I create friendly environment. All employees
are so cooperative and sympathetic with me when I feel any problem they guided me and I feel I
am one of the members of PTCL. I am very thankful to all member of the organization. The
overall analysis is indicating that the company's progress has mainly attained through dedication
of employees. The effectiveness of its management, their willingness to take advantage of
opportunities and face challenges of changing economic picture. This all contributes to the very
much improved and sound position of company. This is really appreciable for the devotion and
hard work of all the employees of the company.

Chapter 4:SWOT Analysis Of PTCL

Strength
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 Largest operational network and infrastructure within ICT segment.

 An integrated Monopoly Market leadership in Local loop, 
 Wireless local loop (WLL) and fixed telephony.
 PTCL is market challenger in GSM segment
 Ufone is performing well though Warid and Telenor are tough competitors.
 PTCL, Ufone profitability increased by 49.2 percent to Rs 977 million in 1H/FY07 as
compared to Rs 655 million in the corresponding period last.
 Competitors still depend on PTCL network either directly or indirectly 
 Experienced Telecom Resources

Weakness 
 Not been able to nurture its growth around customer services oriented strategy.
 Internal organizational and business processes issues .
 Monopolistic culture has further added to its complexities Pak net, the internet service
provider arm of ptcl continues to incur losses due to poor management and lack of
network optimization
 Ptcl-v, the fixed wireless phone service is poor 
 Over employment & low productivity
 Slow decision making including external interferences.
 Corporate culture akin to government departments

Opportunities
 Profit taking growth of subsidiaries
 Low Tele density of Pakistan
 Have vast infrastructure and real estate assets which can be leveraged further.
 Global connectivity reliability has been improved. 
 PTCL is expanding the long distance and infrastructure side through spreading out two
sea-me-we submarine cables
 Partnership with new entrants in a deregulated environment
 Scope for efficient/cost effective operations
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Threats
 Increasing Number of competitors
 Cellular company rates
 Increased competition in long distance continues to exert pressure.
 Migration to Cellular Networks
 Exposure to market competition
 Ability to Attract & Retain Quality Professionals
 Organizational Management Cycle
 

Chapter 5: Summary:

After working in PTCL,I analyzed certain things here in which I observed commitment level of
employees towards organization that was average.Ther reason behind it is that some employees
are personal and some are on the end of organization. Employees who are satisfied ,are
committed to the organization and employees who are not satisfied, are either not committed or
less committed towards organization. There is only little number of employees who said that
they will remain in the organization even the company is not doing well. These employees are
emotionally attached to the organization. Majority of them are male and youngster with higher
qualification but they didn’t get pay according to their qualification and they didn’t appoint
professionals according to educational background. They should appoint them according to
qualification and compensation and benefits. Burden of work should not increase from the
capacity of employee. Company should makes proper arrangements so that new learning of
employees continued, company can do so by making transfer of employees in different cities,
departments, branches, rotations of job, and promotions of employees etc.Payment should be
made keeping in view experience and qualification level of employee.