TABLE OF CONTENTS

S. NO. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26.

CONTENTS Title Page Acknowledgment Abstract Introduction to the Topic Detail of the Topic Employee & Employees’s Union Types of Unions Continuous Quality Improvement Process The Six-Step Problem Solving Discipline Approach Techniques for a Productive Brainstorming Session Practical Study of the Organization – PTCL President’s Message Vision, Mission & Core Values Company Profile Packages Board of Directors PTCL Subsidiaries Role of Employees’ Union in the Continuous Quality Improvement Process at Warid Telecom PTCL Employees Union PTCL Offers Suitable Package to Employees Collective Bargaining: Date Collection SWOT Analysis Conclusion Recommendations References

PAGE NO. i ii iii 02 03 03 04 06 06 07 10 11 13 14 20 21 22 25 25 26 27 30 31 33 34 35

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INTRODUCTION TO THE ISSUE
The Continuous Quality Improvement Process uses a team approach to accomplish operational changes. Change occurs by changing procedures, empowering employees, placing customers first, and achieving long-term organizational commitment. Improvement is a continual process in Total Quality Management. It starts with a mission statement stating quality objectives. A survey of customer needs follows then after. Role of employees’ union in continuous quality improvement process have very importance like assist in the organization of workplaces to get a better deal for workers, provide representation when negotiating an award, enterprise agreement or contract and Ensure members are being paid correctly by checking employer time and wage records etc. Such goals demand that a continuous improvement (CI) process be established within the organization in order to provide quality management. Recently CI has been referred to as Total Quality Management (TQM). Whichever name is preferred, the concept must be understood and applied to a organization’s operations.

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Role of Employees’ Union in the Continuous Quality Improvement Process in a Services Organization
Employees: Persons who are hired to provide services to a company on a regular basis in exchange for compensation and who does not provide these services as part of an independent business. Employees’ Union: An association of workers to promote and protect the welfare, interests, and rights of its members, primarily by collective bargaining. An employees’s union is an organization of workers that have banded together to achieve common goals such as better working conditions. The union, through its leadership, bargains with the employer on behalf of union members and negotiates labour contracts (collective bargaining) with employers. This may include the negotiation of wages, work rules, complaint procedures, rules governing hiring, firing and promotion of workers, benefits, workplace safety and policies. The agreements negotiated by the union leaders are binding on the rank and file members and the employer and in some cases on other non-member workers. The general purpose of unions has been to protect and advance the well being of workers, while that of business has been to promote the interests of stockholders. Higher wages and higher profits are compatible over the long run in a growing economy. Conflict does arise, however, from the fact that in the short run higher wages for workers imply lower profits for shareholders. Power, too, is a matter of dispute. In the absence of unions, managers have a monopoly of power over their employees. With unions on the scene, that power must be shared. Types Of Unions:

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law. general unions are more common in Europe and developing countries. General unions organize workers across all occupations and industries. Although some highly diversified unions. Open Shop & Closed Shop: The term "open shop" refers to a company policy that does not restrict the business's employee work force to union Page 4 of 37 . usually through some form of collective bargaining. such as carpentry. hours. Examples of trade unions include the various skilled trades in the construction industry. Trade unions represent employees in a single occupation or group of closely related occupations. this form of organization. such as the Teamsters. trade unions often serve as a placement service for members. Although the goals and objectives of politically oriented unions may overlap those of business unions. may appear to be general unions at first glance. Because they are typically politically oriented. Most political unions have some formal association with a working-class political party.Unions can be categorized according to ideology and organizational forms. Another organizational form is the General Union. political unions are primarily related to some larger working-class movement. plumbing. Employers contact the union's hiring hall and union members currently out of work are referred to the job. and electrical work. Contemporary American labor unions are best viewed as business unions. The members of trade unions are generally highly skilled workers. Business unions generally support the capitalist economic system and focus their attention on protecting and enhancing the economic welfare of the workers they represent. A construction worker is usually hired to complete work at a specific job site and then moves on to work elsewhere (often for another employer). A distinction is often made between political union and business union. According to U. In addition to collective bargaining. unions can bargain with employers over wages. these types of unions are more prevalent in Europe than they are in the United States. Trade unions are most common in occupations in which employees frequently switch employers. The earliest unions were known as Trade Unions.S. and working conditions.

Rather. with locals to be established later. Federations: A federation is an association of unions. National industrial unions are typically more complex. which means assuring that the employer is honoring all of the provisions of the contract at the local level. it provides a range of services to affiliated unions. much as an organization such as the National Association of Manufacturers provides services to its member firms. National Unions: National unions are composed of the various local unions that they have chartered. In many cases. although unions vary considerably in terms of the degree to which the parent union is involved in the negotiation process. It is not a union in the usual sense of the term. "Closed shop. In some instances. the vast majority of locals are in some way affiliated with a national or international union.members. However. contracts in industrial unions tend to be negotiated primarily by staff members from the national office. Continuous Quality Improvement (CQI) Process: Page 5 of 37 . though it was generally more common for national organizations to be formed first. The duties of a local union almost always include the administration of a union contract." on the other hand.. Local Unions: Local unions are the building blocks of the labor movement. the terms international union and national union are generally used interchangeably. the bargaining unit will include all locals from a particular company (across the entire country). employees are required to join the existing union within a specified time after they have been hired. They tend to be larger and have a more heterogeneous membership than trade unions (both in terms of skills and demographic traits). Some major industrial unions also began as amalgamations of local unions. Most trade unions began as local unions. Although there are some free-standing local unions. refers to a company that hires only union members. which then joined together to form national organizations. Although there are exceptions. Under this latter arrangement. local unions might also negotiate contracts.

placing customers first.The CQI process uses a team approach to accomplish operational changes. empowering employees. Page 6 of 37 . They are listed below:The Six-Step Problem Solving Discipline Approach: Step 1: Step 2: Step 3: Step 4: Step 5: for Step 6: Step 1: Define Area(s) for Improvement Identify All Possible Causes Develop CQI Action Plan Implement CQI Action Plan Evaluate Measurement Outcome Program Improvement Standardize CQI Process Define Area(s) for Improvement: Now that you have your CQI team established. It is important for the CQI team to clearly and specifically define the area(s) or issue(s) of concern. it is time to define the area(s) for program improvement. Change occurs by following sequential steps that focus on changing procedures. and achieving long-term organizational commitment. Answering the following questions may help the CQI team in developing a detailed description of the area(s) for improvement:      “What is the problem?” “When does the problem occur?” “Where does the problem occur?” “Why does the problem occur?” “Who does the problem affect or who is involved in the problem?” “How is this a problem?” It may be helpful to consider several sources of information as you define the area(s) for improvement. This resource has been developed to walk you through the CQI process using six sequential steps referred to as the Problem Solving Discipline (PSD) Approach.

 Record all ideas exactly as stated and keep all completed flip charts visible.  Assign a team member to record all ideas on a flip chart for everyone to view. One means that may be useful in discussing possible causes is the Cause and Effect diagram. Ensure all opinions are heard and valued. performance information (such as meals per labor hour) and information obtained from meeting with customers. the next step is identifying all the reasons or causes they believe contribute to the area(s) needing improvement. The Effect is the area selected for improvement and the Cause is a list of all potential issues that contribute to the Effect. For the purpose of illustration.Information that may be helpful includes results of customer surveys. One way to thoroughly explore all possible causes is to lead the CQI team in a brainstorming process designed to gather many perspectives and ideas on the particular topic. To assist in the brainstorming process. Step 2: Identify All Possible Causes: Once the CQI team has defined the area(s) they want to improve. participation rates in conjunction with menu offerings. Page 7 of 37 . Techniques for a Productive Brainstorming Session: Make sure that all members of the group fully understand the purpose and objective of the brainstorming session before they start. The Cause and Effect diagram is sometimes referred to as the Fishbone diagram because it looks like a fish skeleton.   Encourage everyone to actively participate. the Cause and Effect diagram is shown in Fishbone format and table format on page 9. customer complaints and suggestions.  Emphasize that brainstorming is most successful when all ideas are welcomed. some guidelines are presented below.

Below an example of the development process. The type of garnishes that are needed. Staff training on garnishing techniques. Determination of additional costs related to garnishing. 4. Example: Effect: Menu items on the serving line are not attractively presented. 5. The Effect now becomes the Outcome for Program Improvement. Encourage creative thinking. and/or processes designed to address Causes selected by the CQI team as identified in the Fishbone diagram. stimulating conversation. Example: The team focuses on the Cause “No garnishing protocol. Program Improvement comprises of following five Action Plan(s) (from Step 3 above) Page 8 of 37 . Outcome for descriptors: 1. and Identification of staff members to develop garnishing protocol and ensure the protocol is followed. Step 4: Implement CQI Action Plan: Now is the time for the CQI team to implement their action plan(s) developed in Step 3.” An action plan is discussed and the team identifies specific activities that need addressing: 1. The menu items to be garnished. procedures. 2. Step 3: Develop Action Plan: Action plans consist of specific activities. 3. Now the CQI team is ready for Step 4. and respectful discussions. Outcome for Program Improvement: Menu items on the serving line are attractively presented.

It is important to remember that the CQI process does not end here because it is a cyclic process. 1. mini surveys. 2. 3. plate waste. meals/labor hour. Page 9 of 37 . employees are empowered. Web site surveys. equipment usage/expenses. Additional examples of qualitative measurements are participation rates. If the measurement outcome has not been met the CQI team has several options. Evaluate Measurement Outcome for Program: Step 5: Improvement: Using quantitative measurements (numbers or percentages) provides you with objective and factual data allowing you to assess the effectiveness of the action plan. Continuous program improvement leading to exceptional customer satisfaction happens when sequential steps are followed. Return to Step 3 to re-evaluate the action plan chosen by the CQI again. Measurement (determine how program changes will be documented through numbers or percentages Evaluating Measurement Outcome Person Responsible Time Line. and the measurement outcomes are acceptable. Step 6: Standardize CQI Process: Take corrective action and evaluate the measurement outcome Return to Step 1 in the PSD Approach and re-define your area(s) for improvement. team. staffing records. Three recommended options are listed below. To fully benefit from the CQI process it must become a part of your everyday operation. 4. the CQI team will write a program policy and procedure to incorporate changes into the daily operations. 3. 5. and the organization embraces the CQI philosophy.2. and/or food costs. verbal surveys. production sheets. If the action plan is working.

PRACTICAL STUDY OF THE ORGANIZATION Ptcl Introduction Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan’s most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public. we are present in every corner of Pakistan to serve our customers. Whether it is an office in the largest city of Pakistan or a home in a small village. FAB & NTC PTCL formed listed on all Stock Exchanges of Pakistan Mobile & Internet subsidiaries established Telecom Policy Finalized Telecom Deregulation Policy Announced Government of Pakistan sold 26% shares and control of the company to Etisalat. Historical Background: 1947 1962 1990-91 1995 1996 1998 2000 2003 2006 Posts & Telegraph Deptt Established Pakistan Telegraph & Telephone Deptt Pakistan Telecom Corporation About 5% of PTC assets transferred to PTA. Page 10 of 37 . and internet. video-conferencing carrier services to consumers and businesses all over the country.

Broadband Pakistan became the largest broadband service in Pakistan.President’s Message The challenges faced by PTCL became even tougher in the past year where Pakistan experienced a spillover from the global recession. Internet and TV services at compelling and competitive rates to a wide audience. This service is set to become one of the primary products of PTCL for years to come as is evident from the excellent reception it has received. reliable and networked hosting facilities for critical applications and services. we have remained equally successful. Data and Internet services. PTCL today is the backbone for businesses throughout Pakistan through Voice. This year PTCL has achieved numerous milestones. With the launch of our Data Centre in Karachi and subsequently in other cities. with unwavering determination and strong passion we have remained steady and focused on our course – to be the leading customer oriented ICT Company in Pakistan. EVO launched in June 2009 and made the Company the first 3G wireless broadband provider in Pakistan. At the corporate front. Continuing with its efforts to improve and diversify Pakistan’s international connectivity with the rest of the world. from some of which customers can benefit today while other long term initiatives will bring a fruitful tomorrow. Data. This year has seen the revolutionary roll out of customized services and state of the art audio and video conferencing facilities. However. PTCL continues to enhance and consolidate its position as the leading and premier broadband provider in the country and undoubtedly the sole Integrated Telecom Service Provider offering Bundled Voice. PTCL has embarked on an Page 11 of 37 . corporate customers now have access to highly secure.

to enter service shortly. I am confident that our future is bright and promising and we look forward to successfully delivering on our commitments. In this respect. Along with eight other international telecom providers. PTCL signed the Construction and Maintenance Agreement (C&MA) for IMEWE Fibre Submarine Cable System linking Karachi with Western Europe directly. In view of the above achievements and undertakings. we remain confident that our customers will see a marked and noticeable improvement in our services. We fully realize in PTCL that while we work dedicatedly to enhance our Systems and Processes. we shall continue to invest in our people and workforce to cultivate a culture of service and differentiation and inculcate in them a new sense of purpose and self worth for reaching out to our customers. we continue to work on several projects and initiatives to improve our efficiency and response to customer demands and complaints. With this in mind. The capacity of this system. Page 12 of 37 . Also.ambitious project to link the country to the future data highway. will meet and cater to the growing and expanding demand for the broadband internet traffic for years to come.

we will be the link that allows global communication. By becoming partners in innovation. we are ready to shape a future that offers telecom services that bring us closer. The future is unfolding around us. We are striving towards mobilizing the world for the future.Vision To be the leading Information and Communication Technology Service Provider in the region by achieving customer satisfaction and maximizing shareholders' value'. Mission 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 Core Values     Professional Integrity Customer Satisfaction Teamwork Company Loyalty Page 13 of 37 . In times to come.

0900-Preminum rate services. call-forwarding. VPN-Virtual Private Network. to name a few. The network has over 6 million PSTN lines installed across Pakistan with more than 3 million working. ISDN (Policy). Audio Conference Service. Digital Cross Connect (DXX). PTCL is going to be your first choice in the future as well. Business & Corporate Users: For clear communication the first choice of business circles is PTCL telephone for local. Digital Phone Facilities/ Modification Charges. UIN. call-waiting. town and village of Pakistan with over million installed lines.6 million ports spread across 414 cities and town of the country Page 14 of 37 . for millions of people. Today. Furthermore installed capacity of broadband is more than 0. just as it has been over the past six decades. Teleplus (ISDN/BRI).COMPANY PROFILE PTCL is all set to redefine the established boundaries of the telecommunication market and is shifting the productivity frontier to new heights. We are setting free the spirit of innovation. we demand instant access to new products and ideas. UAN. Nationwide Infrastructure: We have the largest Copper infrastructure spread over every city. More importantly we want them for their better living standards with increased values in this ever-shrinking globe of ours. Now you get options like Caller-ID. Other business specific services include: 0800-Toll free number. nationwide and international calling. Today businesses can have 10-100 lines with modern day services to meet their needs. Call Barring.

an undisputed leader in satellite communications. Furthermore to provide connectivity to operators in the extreme remote areas of the country. We provide all carrier services. This will enable our customer to offer their own branded WLL. PTCL White Label Services are focused on speed and simplicity at minimal capex. DSL etc to customers nationally. ISPs. White Label Services: PTCL customers can now provide uninterrupted services to their clients without undertaking large scale investment in infrastructure or developing expertise in their own network. we provide the core infrastructure services to the cellular. Page 15 of 37 . together with an array of key support services. fiber optics DWDM backbone network. in addition to providing IPLC bandwidths to connect you internationally through our four international gateways and SEA-ME-WE3 and SEA-ME-WE4 international submarine. LDIs. Call Centers and payphone operators.National Long-haul Core Network: We have over 10. It connects over 840 cities and towns with 270G bandwidth.400 km fully redundant. Local Loop operators. also IMWE submarine cable will be added by the end of the year. PTCL satellite service (Skylink) is provided using the Intelsat Satellite System. right from inter-connects and tele-housing to DPLC and IPLC connectivity. Our interconnect services are provided from our 3200 exchange locations that connect your carriers networks domestically. PTCL launched its state of the art satellite service (Skylink). Carriers Services: As carriers-carrier.

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With its entry in this market segment. PTCL Evo has revolutionized the way people connect to the internet by offering true mobility. One time Installation charges of Rs. PTCL opened up a broadband culture in Pakistan.1 Mbps. The coverage of Evo is not limited to 18 cities as Evo customers can enjoy CDMA-1X data rates of up to 153. The portable. PTCL Evo gives its customers the advantage of nationwide roaming with seamless internet connectivity across Pakistan. Since its launch on 19th May 2007. 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.6 Kbps at more than 1000 destinations across Pakistan. Unique offers that makes PTCL’s Broadband unmatchable are special packages for the student segment. PTCL has acquired approximately 432. by geographically bringing the service within the reach of a common user across Pakistan and by continuous improvements in customer care for the service. PTCL Evo is currently offering its services in more than 18 cities on EV-DO technology offering speeds up to 3.821 Broadband customers in over 414 cities and towns across Pakistan. Page 17 of 37 . Evo Wireless Broadband is enabling the wireless broadband revolution in Pakistan with flexibility to roam freely like never before.EVO Wireless Broadband PTCL EVO 3G Wireless Broadband is Pakistan’s fastest wireless internet which offers its customers – “superior 3G internet experience”. small & stylish Evo USB device is a multipurpose device which not only delivers fastest wireless internet but can also be used for Voice Calls by inserting a Vfone SIM and for data storage by inserting a standard Micro SD Card Broadband Pakistan: PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. leading the proliferation and awareness of Broadband services across Pakistan.

Broadband and voice telephony all at the same time on PTCL’s telephone line.Peshawar . Employing the IPTV (Internet Protocol TV) technology. Currently PTCL Smart TV offers its viewers 125 live channels and over 500 Movie titles through its Videoon Demand service’. the service includes Interactive Television.Sialkot . classical Pakistani dramas. The installation charges are applicable from July 1. Besides offering the highest digital quality TV picture.com.Gujranwala Faisalabad . (the access to PTCL Buzz & Gaming lounge is exclusive to PTCL Broadband subscribers).Taxila . educational and religious content on PTCL’s entertainment portal ‘BUZZ’. the ability to block / unblock any TV channel for parental lock and the ability to search through video on demand content. online gaming. the most revolutionary section of this offering is the ability to ‘rewind’ and ‘pause’ live TV channels through TSTV ( Time Shift Television) feature.Lahore .Abbotaba and Sukkur however it Page 18 of 37 .Sargodha .Multan .Islamabad .ptcl. For a connection you simply dial 0800 8 0800 or visit www.pk IPTV Service (Smart TV): PTCL SMART TV Using its state of the art Broadband network.2010.Rawalpindi . making 1 MB as its minimum offered speed. FREE dial up service for its Broadband customers and FREE access to movies.Jehlum Wah Cantt . The service is available in 16 cities including Karachi . by launching a digital interactive television service for the first time in Pakistan. Availability of Wifi Modems. Branded under ‘PTCL Smart Line’. In addition. PTCL brought Pakistan in the list of a few countries across the globe that offer this state of the art interactive TV service to its subscribers.Hyderabad . PTCL entered the media sector on 14th August 2008. music. cricket matches.500. PTCL recently doubled its broadband speed for all its existing and new customers at the same price. PTCL also offers multiple FREE personalized e-mail accounts exclusively to its broadband users.

is planned to be expanded to all the major cities and towns across Pakistan during the year 2010 Page 19 of 37 .

000 urban & rural areas. SMW-4 Submarine Cable System: SMW-4 is a relatively new submarine cable system (inaugurated in December 2005) and links 14 countries with 16 landing stations across Europe.25 million V-fone customers. narrow band users. Dialup-Internet access (153. corporates. ours is the largest WLL network with a capacity of 2. SMW-3 cable connects 39 cable landing stations in 33 countries and four continents. SMW-4 is designed for relatively higher traffic volumes. V-fone: PTCL also continues to be the largest CDMA operator in the country with approximately 1. The link between any two destinations is STM-1. It offers fixed wireless telephone for your homes & business. and ISP are connected to this network. video and video-conferencing services and for voice of LDI. International Network SEAMEWE-3 Submarine Cable System: PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing Station at Karachi. The system is using Terabit DWDM technology to achieve. V-fone can be bought from our franchises or by dialing 1236 and it will be delivered within 48-72 hours. The existing 16G active bandwidth is used for internet.6kbps) and EVDO Broadband. mobile operators. SMW-3 is the longest system of the world with a total length of 39.6M. Page 20 of 37 . The network is already enabled for Voice. All PTCL Broadband users. Middle East and Asia. covering over 10.000 Km.Pak Internet Exchange: It is the only IP enabled network with 40 (number increase) point-ofpresences (POP) in 26 cities. data. With CDMA2000 1X technology.

Satellite Communication: PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. Gilgit. There are four Intelsat Standard B Earth Stations at Islamabad.IMEWE cable details and Status with Map: IMEWE Submarine Cable is a Tera bit capacity submarine cable system connecting India to Western Europe through Middle East. Skardu and Gwadar. The Cable system is 13.000 km long with 10 landing points in 8 countries. Page 21 of 37 . These installations provide the diversity for International voice connectivity and also work as Hub for domestic satellite users.

Security & Surveillance Solutions Personal Global Number PTCL Cricket Info EVO in PESHAWAR Song Dedication QuadPlay Unlimited International Plus Online Phone BILL VIEW/PRINT EVO Rs 799 / Month One Rupee One Minute Broadband WiFi Broadband PTCL Event Gallery PTCL Direct Vfone Unlimited Package Page 22 of 37 .Packages                                Broadband 10MB Broadband 1MB to 4MB Broadband Student Package promo PTCL Call me back service EVO NITRO Rev B Islamic Portal Service BUZZ PORTAL (For PTCL DSL Subscribers only) Vfone GRAND Recharge PTCL Gives Rs. 40 million for Flood Relief Activities PTCL Fund Raising Service Landline Lucky Draw Promo Smart TV Vfone POSTPAID Broadband Double Speed NTC RS 500 Promo EVO Launched in 100 CITIES i-Sentry .

Islamabad. Farah Qamar Company Secretary PTCL PTCL Headquarters. Ministry of Information Technology Government of Pakistan.L. Page 23 of 37 . Islamabad. Naguibullah Malik Chairman PTCL Board Secretary IT & Telecom Division. Salman Siddique Secretary (Finance). Abdulrahim Abdulla Abdulrahim Al Nooryani Chairman & Chief Executive Officer. Etisalat International Pakistan L. Abdulaziz Ahmed Saleh Ahmed Al Sawaleh Chief Human Resources Officer Etisalat. Mr. Islamabad Mr.BOARD OF DIRECTORS Mr. Islamabad. UAE Mr. UAE Mr.C Executive Vice President Contracts & Administration Etisalat. Mushtaq Ahmad Bhatti Member Telecom Government of Pakistan. Ms. Ministry of Finance Government of Pakistan.

and consequently Ufone.PTCL SUBSIDIARIES Ufone (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its operations on 29th January 2001 as a GSM 900 service provider. under the management of Etisalat. Ufone has been known for providing superb propositions and quality service to its customers. Now. Ufone will concentrate on customer needs and benefits and is more determined than ever to be the leading cellular player in the market.6bn deal to buy a 26% stake in PTCL. guidance and timely enforcement of regulatory process by the Pakistan Telecommunication Authority (PTA). The successful privatization of PTCL. For the most part. it has been a step ahead in introducing innovative products to the market. has assumed management control of ‘Pakistan Telecommunication Company Limited – part of the $2. With the new expected investment. is hailed as ushering in a new era for telecommunications in Pakistan. Privatization The growth of the cellular sector in Pakistan can also be attributable to good governance policies of the government of Pakistan and the Privatization Commission. Ufone was a pioneer in launching the GPRS services and Multi-media Messaging Service (MMS) in Page 24 of 37 . 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. 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. Ufone can now aggressively expand its network coverage. Since the outset. which is commonly known as Etisalat. Key Accomplishments Ufone has always played a pivotal role in the development of the cellular market in Pakistan. In April 2006. Emirates Telecommunication Corporation.

Ufone’s Prepay brand is now considered to be one of the most favored brands by the youth market and is followed by other mobile operators launching their respective brands for the youth market. Performance As mobile users in the country have reached over 28 million at a very rapid pace. and since the start of 2005 Ufone added nearly 5 million subscribers onto its network. to a necessity affordable by the common man. Ufone has seen a subscriber growth rate of over 200% in the last year. Since its inception. Ufone’s brand team launched aggressive campaigns. with the Prepay brand. Ufone has GPRS roaming agreements with several international operators and also provides prepaid roaming facility to selective destinations. Ufone increased its focus on the youth segment (which comprises 50% of the population). Brand While keeping its tradition of being the trend setter in the industry.5 million and a market share of nearly 25%. By designing market focused products. A remarkable achievement indeed. which further increased the brand equity.Pakistan. Page 25 of 37 . The new brand image gained huge popularity amongst the targeted market. A recent marketing survey conducted by a prominent marketing research company showed that Ufone has considerably increased its brand visibility and image. Ufone has maintained itself as the 2nd largest cellular operator in Pakistan with a subscriber base of around 6. and lead the way in introducing GPRS international roaming and prepaid international roaming for these services in the Pakistani market. Ufone changed the image of mobile phones from a luxury only affordable by the elite. Ufone has positioned its brand for masses. In keeping with the upcoming competition and market dynamics. especially considering the fact that two new international players also entered into the market in 2005. International Coverage Ufone provides International Roaming facility with more than 150 international operators across 79 countries. Subsequently the growth in subscriber base caused a healthy trend in revenues which have doubled.

Ufone is poised to face the ever increasing challenges of the market and is confident it will attract new customers. Maskatiya Communications PTCL acquired Maskatiya Communications (Pvt) Limited (MAXCOM) during the year. Ufone aspires to be the best in the market by offering customer focused products and a quality service and sales network.Customer Service Ufone is proud to have an efficient and friendly customer service through 21 company-owned Sales & Customer Service Centers and nearly 250 franchisees across the country. Therefore. security and reliability. It has the ability to retain its existing customer base with a high level of customer satisfaction via optimum network service and a 24 hour call center facility. Network Coverage Ufone has always believed in a solid commitment to growth. Ufone has been instrumental in the growth of the cellular market in Pakistan.000 subscribers. Under the new vision of Etisalat and with the support and collaboration of its employees and vendors. With a total current investment of $400 Million. Page 26 of 37 . The outlets are able to service the customers with innovative solutions. It is a company committed to excellence. Ufone has network coverage in more than 260 cities and towns and across all major highways of the country. and are empowered with Web based franchise management systems. Ufone has always balanced its expansion efforts and quality of service. MAXCOM is an internet service provider operating in Karachi and some parts of Hyderabad. MAXCOM customers are now eligible to enjoy superior PTCL broadband and other products and services. Its customer base is around 6. The 100% shareholding of MAXCOM has been transferred in PTCL’s name.

The court had directed all employees to be careful in their protest which should be peaceful so that there is no damage to government property. PTCL cannot stop the salary/bonus and issue show cause notices to employees. During trial of this case the court had clearly said that protest is the right of PTCL employees. the PTCL spokesman explained that this package is for the benefit of workers and those opposing it are misleading the entire work force without being fully aware of its salient features and benefits. PTCL Employees Union: Employees Union never compromised on rights of workers nor remain ignored of the situation rather they made practical struggle for securing their rights. Pakistan Telecommunication Company Limited (PTCL) has no right to impede the salaries of 26. The union leaders said it was startling that a senior officer was misguiding and deceiving the workers as well as the management. and they have full right of peaceful protest for their demands. The PTCL employees are at the gaining end and shall receive a substantial raise in their salaries and pension on the other hand all of their service rights remain protected as according to PTCL Service Rules of 1996 and the Telecom Act 1996. Hammad Qureshi and Rana Hasan said that the Workers Unions leaders and PTCL management are bound to hold talks on workers’ demands. Page 27 of 37 . They said that the court had clearly issued orders to PTCL management to hold dialogue with the Union leaders for solving the demands of employees.Role of Employees’ Union in the Continuous Quality Improvement Process at PTCL Commenting on the Unified Pay Scale (UPS). PTCL Union leaders Malik Maqbool. said the spokesman. The Honorable Court has not issued any order for stopping the protest.000 workers.

Page 28 of 37 to this. Pakistan Telecommunication Company Ltd (PTCL). In addition ul-Fitr. PTCL Offers Suitable Package to Employees: Keeping in mind the inflation and employees’ well being. The current announcement by the Government of Pakistan for the raise of salaries by 50 percent does not apply to PTCL. punctuality and discharge of their normal duties. Eid Bonus has been announced for all employees on the occasion of Eid- . as per the channel of promotion on account of 12 years service. said a PTCL official here today. they said. It was further added that PTCL management has decided to allow the placement of all non-management regular employees in the next higher scale. is a privately run organization. which follows private sector practices for the betterment of its employees.It is surprising that the PTCL management is issuing warning to the employees at different offices in the country which is a clear case of contempt of court. after privatization. PTCL has offered the most adequate compensation package for its employees with a raise of 30 percent on their running pay scale and 20 percent for December and June performance based raise in terms of good conduct. There are still some elements that are propagating and instigating employees. It has been said that though it was not mandatory for PTCL to raise its employee’s salary but at PTCL employees are the most valued asset of the company and their well being and benefits have always been the top most priority. The leaders requested all employees to be united against the high-handedness of PTCL management which cannot demoralize the employees. exploiting and staging protests for their own vested interests. ignoring the collective larger interest of all employees.

and the community) and solid community support. the industry. and matters affecting working conditions. collective bargaining) over conditions of employment through their chosen union representatives. alliances with the community and other unions. Negotiating or collective bargaining is the mutual obligation of management and the union to meet at reasonable times and bargain in a good faith effort to reach agreement with respect to conditions of employment affecting employees represented by the union. practices. A union's power is based on an active membership.. and afterthe-fact analysis and evaluation. In a broader sense collective bargaining is an opportunity to build your union. which encompasses personnel policies. strike contingencies. Unions need a strategy. At a general level the goal of union is to improve economic and other conditions of employment. and skills before embarking on a round of collective bargaining. Employees have the right to engage in negotiations (i. Agreement may be conveniently divided in to procedural and substantive agreement. Leverage comes through union density (a high percentage of union members in the workplace. conditions and procedures by bargains expressed the form of an agreement made between employers association or single employers and trade unions. pressure tactics. Collective bargaining comprises the settlement of wages. Collective bargaining emphasize the importance of an action plan. The objective all bargaining is to find and agreement..g. the classification of a position. solidarity. Conditions of employment are a broad term. negotiating techniques. Certain matters are specifically excluded by law from being considered a condition of employment e. rank and file involvement. The smoothest and most Page 29 of 37 . internal and external communications. information.e.Collective Bargaining: Collective Bargaining is bargaining between and/or among representatives of agencies and labor unions to set working conditions for all employees in an appropriate bargaining unit. economic and company-specific research.

In view of these changes accommodation of labor and management to each other’s need (win-win bargaining) is more appropriate than the old adversarial win-lose approach. Successful implementation of total quality management depends heavily on changes in employee attitude and activities. obsession with improvement. Current trends in industrial relations. the management has more responsibilities. job involvement. reduction of fear of losing security.sophisticated bargaining skills at the table cannot compensate for the absence of these factors. job satisfaction. creativity. and career satisfaction. innovation. task characteristics. The management must be willing to help the teams when they are unable to solve issues. The responsibilities of the management are to control the Page 30 of 37 . customer feedback. employee’s involvement through and empowerment. for improved communications flatter organizations and quicker decision making. In fact. organizational commitment. They have to monitor the skills continuously required for carrying out the ever-changing complexity of jobs of the teams. extensive training. especially on employee turnover intentions? Studies revealed from PTCL test using 100 employees before CQI Process and a subset of 75 employees after CQI implementation. Results indicated significant improvements in a role of: ambiguity. encourage employees’ problems solving. many of the basic elements of TQM deal with people: team work participate management. such as labor management cooperation and new tactics used by management and labor are being fueled by changes in economic climate. and promote co-operation among departments. but no significant changes in role conflict. and employee turnover intentions. management commitment at all levels. In fact. But what its impact on these changes on the employee. Empowerment does not mean that the management has no role to play or no responsibility. These include foreign competition domestic nonunion competition. reward structure. high level communications. changes in technology and deregulation. TQM managers are expected to gain employee’s trust.

During execution there may be some problems and should be heard instead of finding fault.processes and not the individual team members.   Invest time and money as requested by union. Page 31 of 37 .  Spend more time at the initial stages and listen to the problems of the union. Good listener makes the difference. The top management should take responsibilities on the following: Management should listen to attitude. It was proved that productivity increased by empowerment by 30 percent. Provide information technology based communication systems.  Accept the recommendation given by a union and believe that it is good for the organizational growth. Prepared to wait for the success of the unions and do not pressure them to achieve results immediately. The employees should be encouraged to their own responsibility and top management should help them to achieve it.   Reward the good union and this motivate further.

DATA COLLECTION U-fone is currently enjoying 20. Page 32 of 37 .424 subscribers.800. It means U-fone has 17.53% users of Pakistan mobile industry.

It was yet another major public relations disaster. correct billing and competent customer service.SWOT ANALYSIS The SWOT Analysis of PTCL is given below .  Local service revenue is better.  Ufone is performing well though Warid and Telenor are tough competitors.  Global connectivity reliability has been improved.  With over 2 million lines PTCL is the largest WLL provider. PTCL is expanding the long distance and infrastructure side through spreading out two SEAME-WE submarine cables. Ufone”s profitability increased by 49. Weaknesses:  PTCL-V. PTCL. paying bills through phone is a commendable start. They should use some their marketing Rupees and use it for better service delivery.2 percent to Rs 977 million in 1H/FY07 as compared to Rs 655 million in the corresponding period last. 1134 base stations cover 720 cities and capacity is being added. Strengths:  Made large capital expenses on network improvement to stay competitive. the fixed wireless phone service is poor. Page 33 of 37 .  Recent censoring fiasco and its poor handling exposed deep problems with administration and bureaucracy at PTCL.

Opportunities:  IPTV rollout can change the game. further.   Page 34 of 37 .  Paknet. if done right it will tilt the odds in PTCL’s favor. the Internet service provider arm of PTCL continues to incur losses due to poor managment and lack of network optimization. Bandwidth rate dispute with PTA is been dragged in court: if PTCL loses it will be a major cost. It will make sticky bundles possible (tv+pohne+mobile) with say a single bill for convenience.  Has vast infrastructure and real estate assets which can be leveraged Threats: Increased competition in long distance continues to exert pressure. EVEN IF PTCL wins the case their artificially high bandwidth rates cannot be sustained.

interests. but the way of fighting is”. Page 35 of 37 . The actual working substances are the human beings. and rights of its members. Employee’s Unions also play vital role in the organization. employee’s appraisal system. Aim of employee’s union is to promote and protect the welfare. hiring & firing of employee. Its goes with out saying that Human Resource Department is the most important part of the organization. I concluded that PTCL is working very efficiently but one sentence is necessary to quote here “Victory is not everything. It integrate all the designing compensation package. primarily by collective bargaining.CONCLUSION No doubt PTCL is enjoying monopoly but the time is came when competition will force company to change its policies to become favorite telecom service provider in the market & keep its current place and customer base. motivation & promotion of the employees.

avoiding billing errors and providing competent and courteous service to its customers is essential if PTCL wants to show that it is transforming itself to a competitive company which cares for its customers.  and Employees Union should be encouraged to their own responsibility top management should coordinate with to achieve overall organization’s performance. At a minimum. Can the culture of PTCL be changed to a performance and service based organization? According to the latest director’s report from PTCL the “organization is being revamped”.  Has been unclear about its IPTV and WiMAX plan and strategy (trials are in progress)  Overall PTCL still behaves as a monopoly … it has to change its attitude.RECOMMENDATIONS  PTCL needs innovative service offerings — currently it doesn’t even offer bundles or a single bill. Only time can tell the impact.  It is said that the best assets of a company go home to their family in the evening. Page 36 of 37 .

ae Magazine Business Economy Google.REFERENCES Web Sources: Company’s website – http://www. Articles: Dawn Newspaper Daily Times Newspaper Page 37 of 37 .ufone.ptcl.com.com Economic Survey of Pakistan Security and Exchange Commision of Pakistan Yahoofinance. Besterfield & Mary Besterfield-Sacre.etisalat. Caroi BesterfiedlMichna.com Reports: PTA Reports Books: Total Quality Managmene (3rd Edition) by Dale H.com http://www. Glen H.pk http://www. Besterfield.

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