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Introduction to the Report

1.1: INTRODUCTION TO THE STUDY

The telecommunication Sector around the World is going through a process of Rapid

changes in information technology and with convergence to focus on mobile, internet and

on value added services. In line with global trends and for meeting the evolving demand,

major initiatives have been taken by PTCL to upgrade its network, introduced a range of

new value added services and developed a portfolio of information technology, internet

and bandwidth related services and now revising its organizational structure to make it

more conductive to deal with the change and commercialization process to improve the

revenue potential of Company. The Socio-Economic growth of Developing Countrydepends mainly on the telecommunication Sector and its involvement in information

Technology, Tele-marketing and E-commerce makes it an integral part of the overall

development of the country.

1.2: Purpose of the Internship:

There are two main purposes of internship report.

(1) To fulfill the requirement of the degree of bachelor of business administration (BBA

Hons).

(2) To establish a clear link between academia and industry.

1.3: Place and Period of Internship:

The place of Internship report was Human Resource Wing PTCL, region office situated

near railway station Saddar Peshawar with the periods of Eight weeks.


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1.4 Scheme of internship Conduct with schedule

S.NO Duty on section From To

01 Staff section 22

n

May 2014 8

t

June2014

02 Welfare

Section

11r

June2014 30th

June

2014

03 Exam section 3r

July 2014 14t

July

2014

04 Legal branch section 17t

July

2014

24t

July

2014

05 Personnel section 27t

July 2014 4t

August

2014

1.5 Statement of Research problem

To analyze the performance appraisal result of Pakistan Telecommunication Company

Limited Peshawar.


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1.6 Research Methodology

The following data has been used to complete this study.

1.6.1 Nature of the Research:

The nature of the research is descriptive.

1.6.2 Population of the Research

The population which is selected in this internship report of PTCL Peshawar branch (on

mal road).

1.6.3 Data Collection Techniques:

Primary Data was collected through questionnaire.

1.6.4.1 Primary Data Sources:

The primary data was collected through questionnaire. It also included the

personal interview with the managers and officers dealing queries on

various key indicators.

1.6.4.2 Secondary Data Sources:

Secondary data includes internet, magazines, articles, PTCL annual reports and published

reports.

1.6.5 Sample Size:

The Sample is comprised of 50 employees of PTCL Peshawar branch.

1.6.6 Sampling techniques:

Random sampling method is used in order to select data.

1.6.7 Tools for Data Analysis:

The data after its collection was treated through statistical techniques like

graphs; classification and percentage were used for data analysis .


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1.6.8 Scope of the Study:

The scope of the research includes only limited to Human Resource

department of PTCL and also focus on performance appraisal result

policies

1.7 LIMITATIONS OF THE STUDY:

A number of problem and hurdles were faced during the research study. However, those

hurdles were come through dedication of consistency.

Following are the few main limitations faced during the course of research study.

Time and Budget Constraints.

Lack of financial resource.

Unavailability of relevant information.

1.8 Outline of Internship Report:

The report has been divided into four chapters which are as follows

Chapter 1: INTRODUCTION

Chapter 2: OVERVIEW OF THE ORGANIZATION

Chapter 3: DATA ANALYSES

Chapter 4: FINDING & RECOMENDATION


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References

PTCL (2014).History of Ptcl.Retrived on (201, June 18) ,from:http/www.ptcl.com/history

of ptcl.


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Chapter 2

OVERVIEW OF ORGANIZATION

2.1 Brief History of PTCL

Pakistan has made steady progress in expanding telecommunication networks and

services in recent years. In Pakistan this industry had few big giants in the past with

PTCL being the sole provider of landline telephone service in the country. At present the

organizations principal activity is to provide telecommunication services all over the

country. It offers both domestic and international services throughout Pakistan. PTCL

also manufactures telecommunication related equipment (PTCL, 2014)

Pakistan Telecommunication Company Limited had exclusive rights to provide basictelecom services in Pakistan till the end of year 2002. With the announcement of

Deregulation Policy by the Government of Pakistan in 2003, PTA has issued licenses for

basic telephony to the private sector in Pakistan who will be competing PTCL. The

obligatory from the humble beginnings of Posts & Telegraph Department in 1947 and

establishment of Pakistan Telephone & Telegraph Department in 1962, to this very day,

ours is a story of commitment and vision (PTCL, 2014)

PTCL set sails for its voyage of glory in December 1990, taking over operations and

functions from Pakistan Telephone and Telegraph Department under Pakistan

Telecommunication Corporation Act 1991 (PTCL,2014). This coincided with the

Government's competitive policy, encouraging private sector participation and resulting

in award of licenses for cellular, card-operated payphones, paging and, lately, data

communication services.

Pursuing a progressive policy, the Government in 1991, announced its plans to privatize

PTC, and in 1994 issued six million vouchers exchangeable into 600 million shares of

the would-be PTCL in two separate placements. (PTCL, 2014) Each had a par value of

Rs. 10 per share. These vouchers were converted into PTCL shares in mid-1996 (PTCL,

2014)

In 1995, Pakistan Telecommunication (Reorganization) Ordinance formed the basis for

PTCL monopoly over basic telephony in the country. (PTCL, 2014) It also paved the

way for the establishment of an independent regulatory regime. The provisions of the


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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, 2014)

2.2 Nature of Organization

Pakistan Telecommunication Company Limited (PTCL) is the primary provider of

Telecommunication services in Pakistan. The range of services include basic telephony,

telegraph, fax, telex, Public data, Internet, E-mail, ISDN (Integrated Services Digital

Network), Universal Access Numbers (UAN), and other value added services.

Pakistan Telecommunication Company Limited is a professionally managed company

and has initiated measures, with active support of the Federal Government, to instruct acorporate culture that benefits company. Pakistan Telecommunication Company Limited

believes that it has an inherent potential that it can exploit to emerge as an important and

active business entity.

Pakistan Telecommunication Company Limited has some basic strength and the potential

that needs to be exploited into real business opportunities. The Directors of the Company

feel that a firm and unwavering commitment towards facility of a complete range of

market driven telecommunication services to its customers using state of the art

technology proven products and a customer care approach is essential in a rapidly

expanding telecom market. The fundamental change from a pillar state controlled culture

to an open market competitive environment. The customer is attractive and more aware

of the value of telecom services in an improving business environment.

The start of digital systems, increasing application of computer technologies and

development of wide-band systems has produced new customer needs. Innovative

products and services such as cellular mobile, high-speed data, Internet etc. are much in

demand. The current time has proved to be the period of area rearrangement and growth

globally. To keep pace with the changes and to meet the evolving new demands, Pakistan

Telecommunication Company Limited has adjusted its programs to meet the

requirements of the market. Pakistan Telecommunication Company Limited has taken


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decisions to cope with the competition within the next years. The creativities taken

resulted in the establishment of 100% Pakistan Telecommunication Company Limited

owned subsidiaries like Pak Telecom Mobile Limited.


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2.3 Organizational Hierarchy Chart & Organizational Structure

This chart shows the organization structure in a well described way. Every and each case

shows the position in corporation and link with various position .Chart tell us about the

power and authority of the position in different management level.

Sources:www.ptcl.com

Organizational Hierarchical chart

2.4 Numbers of Employees

Total numbers of employees in PTCL are 25000.Number of employees in Peshawar

region is 7000.
http://www.ptcl.com/http://www.ptcl.com/http://www.ptcl.com/http://www.ptcl.com/


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2.5 Departments of PTCL

Every organization is divided into many departments. Each and every departments doing

different kinds of jobs and every department have requires staff with particular skills to

perform their job efficiently. The PTCL headquarters consist of several departments and

divided the departments on the basis of function which they perform.

The division is made on the basis of function which they perform. So itsmean that ptcl

adopt the functional departmentalization policy. The main departments of PTCL are

mentioned below.

Human Resource Management Dept.

Finance Dept.

Commercial Dept.

Operational Dept.

Technical Dept.

IT Dept.

Special Projects Dept.

2.5.1 Human resource management

It is a vast organization and being considered as one of the biggest company in Pakistan.

It has more than 56,000 employees and a huge network of organizational management

has been spread throughout the country.

PTCL is engaging a large number of experts and specialists of standing caliber in

different ranges of profession..

To meet the future challenging situations in the face of privatization and post monopoly

challenges, a corporate culture and competitive environment has to be developed, for

which all the available resources have been taped.

This department has three sub sections:

Finance

Accounts

Revenue


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The Finance section deals the revenue matters of the company and the accounts section is

responsible for proper book arrangement of the financial transactions and also help in

preparation of periodic accounts of the company

2.5.2 Operational Department

Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as

well as with other corporations.

2.5.3 Technical Department

This department is engaged in the management and control of technical aspects of the

company, e.g. technical manpower, technical training, technical equipment, etc.

2.5.4 IT Department

This department is established to introduce new and advance technology in PTCL. Due to

IT department working system is to converted in a computerized system.

2.6 Business volume, product lines, competitors:

2.6.1 Business volume:

Fixed line connections in the country are more than 5.4 million and the cellular

connections are 12.7 millions.

Currently there are 315 payphones and over 51,000 wireless payphones.

There are over 140 data and internet services providers (ISPs) to whom PTCL

has provided network infrastructure.

PTCL generates the annual revenue of over Rs. 11 billion from its private sector

operating partners.


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The PTCLs performance against a key set of parameters is summarized as:

Table: 2.1

Parameters Value

Revenue Rs. Billion 75.97

Profit after tax Rs. Billion 26061

Earnings per share Rs. Billion 05.22

Capital expenditure Rs. Billion 12.95

Return on equity % 24.43

Sources: (Annual report, 2013)

2.6.2 Product Line:

Products

1. PTCL is the main supplier of telecommunication services in Pakistan.

2. It owns & operates a substantial part of the telecommunication facilities and

provides domestic & international telephone services in Pakistan.

3. PTCL owns & operates the public switched telephone network in Pakistan and

various other telecommunication services.

4. In addition, it is the sole provider of all core infrastructure services including

international data and voice services on an exclusive basis.

5. It has recently started assembly of personal computers, besides selling

electromechanical accessories, measuring instruments and other products.

6. The network expansion has been accompanied by steady and wireless local

loop.

2.6.3 Competitors:

In cellular services

1. Mobilink

2. Telenor

3. Zong


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4. Warid

In Landline Services

1. Wateen

2. Worldcall

(PTCL, 2014)

2.7 Brief introduction of the Branch:

PTCL has monopolist and largest telecommunication in land line service. The internship

was done at PTCL House mall road branch Peshawar Cantt. It has about 100 employees

working on different positions and departments. They have cooperative and good

working environment and treat the internees well.

2.8 SWOT ANALYSIS

Here I am giving my SWOT analysis form. I tried to use my keen observation in

order to find the strengths, weaknesses, opportunities and threats. As it is very difficult

for a researcher to discuss with the employees of any organization about its weaknesses,

moreover they are also not so much open in telling their strengths and opportunities in

front of them.

The external environment and internal environment of the company For a

company to avail maximum and avoid maximum, it has to know what it has to avail and

what it has to avoid. The external environment has to be scanned by the management for

any arising opportunities or any critical threats. The resources of a company constitute its

strengths and weaknesses.

External factors are broadly categorized into:

Economic forces,

Social, cultural, demographic, and environmental forcesPolitical, governmental and legal forces

Technological forces

Competitive forces etc

Internal factors are;

Marketing strength of firm


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Financial/Accounting resources

Management

Computer information system

Production/operations etc

Why SWOT Analysis is conducted:

A SWOT Analysis is conducted by the company so that it is able to position itself to take

advantage of particular opportunities in the environment and to avoid or minimize

environmental threats. In doing so, the organization attempts to emphasize its strengths

and moderate the impact of weaknesses. The analysis is also useful for uncovering

strengths that have not been fully utilized and in identifying weaknesses that can be

corrected. Matching information about the environment with the organization's

capabilities enables management to formulate realistic strategies for attaining its goals.

2.7 STRENGTHS

a. Up to date technology

b. Monopoly over the market

c. Skillful Human Resource

d. Innovative policies

e.

Availability of infrastructuref. Liberal policies for IT investments

g. Government support

h. High profits

2.8 WEAKNESSES

a. Regional & Domestic Political Instability

b.

Weak economy & corporate profilesc. Over staffing

d. Poor employee relations

e. Professional jealously

f. Corruption (TA/DA etc.)

g. Unionization


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h. Analog technology

i. Slow decision

j. Poor marketing

2.9 OPPORTUNITIES

a) Market Size

b) Privatization & liberalization

c) Govt. IT operations & projects

d) Innovation

e) Introduce new technology

f) Scope for efficient

2.10 THREATS

a) Increasing number of competitors

b) Political Instability

c)

New cellular companies

d) Privatization bad debts

e) Economys depression

f)

Organizational management cycle


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References

Badhwar, P.S. (2001).Human resource Management in developing countries.Routledge.

Baron.J.N (1999).Strategic human resource.John Wiley and son printing press.

Huseild, M.(1995).The impact of human resource management practices. Academy of

Management Journal, 38:635.670.

PTCL (2014).History of PTCL.Retrieved on (2014, July17),

from:http://www.ptcl.com/history.

PTCL (2005).Product and services of PTCL.Retrieved on (2014.24July 13), from:

http//www.ptcl.com/product and services of ptcl.

Roberts, G (2004).Recruitment and selection.London, CIPD printing press.

.PTCL (2014).Organizational chart of ptcl.Retrived on (2014 July29), from:

http//www.ptcl.com
http://www.ptcl.com/history.http://www.ptcl.com/history.http://www.ptcl.com/history.


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Chapter 3

Data Analyses

The questionnaire filled by respondent are analyzed through Excel and is interpreted with

the help of bar chart. The data is collected by a survey to see the effect of performance

appraisal in Pakistan telecommunication limited Peshawar. The sample size taken for the

survey is composed of 50 respondents.

Q1. Is any increment given to you after performance appraisal?

Interpretation: 83% respondents agree that increments are given to them after

performance appraisal result while 17% are disagreeing.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes No


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Q2.Does performance appraisal improves the performance?

Graph.3.2

Interpretation

In response of question 2, 50% of respondent are strongly agree, 20% are agree, 10% are

normal and 20% disagree.

0%

10%

20%

30%

40%

50%

60%

Strongly agree Agree Neutral Disagree


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Q3. Does performance appraisal helps to encourage sharing one another

burden?

Graph: 3.3

Interpretation of question 3.3

According to questionnaires analysis 70% of the employees are agreeing and 30%

respondents are disagreeing.

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes No


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Q4. Do you think performance appraisal helps people set and achieve

meaningful goals?

Graph: 3.4

Interpretation of question 3.4, 75 % respondents are agreeing, 25 % are

disagreeing.

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes No


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Q5. Does performance appraisal lead to constructive criticism in friendly and

positive manner?


72% respondents are agreeing while 28% are disagreeing.

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes No


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0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree Agree Neutral Strongly disagree Disagree

Q6. Do you agree that performance appraisal improves motivation and job

satisfaction?


35% respondents are strongly agreeing, 40% are agreeing, 10% are neutral, 10% are

strongly disagreeing and 5% are disagreeing.


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0%

5%

10%

15%

20%

25%

30%

35%

40%

45%


Q7. Do you think performance appraisal change the behavior of employees?


40% Respondents are strongly agree, 30% are agree, 10% are neutral, 10% are strongly

disagree and 10% are disagree.


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0%

5%

10%

15%

20%

25%

30%

35%


Q8. Are you satisfied with the appraisal of organization?


30% Respondents are strongly agree, 15% are agree, 20% are neutral, 10% are strongly

disagree and 25% are disagree


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0

0.1

0.2

0.3

0.4

0.5

0.6


Q9. Does the employee take direction and follow orders well?


50% respondents are strongly agree, 30% are agree, 10% are neutral, 5% are strongly

disagree and 5% are disagree


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0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

Yes No

Q10. Is the Employee Capable of Working Independently With Little to No

Supervision?


60% respondents are agreeing and 40% are disagreeing.


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Findings:

The findings of the study from the performance appraisal at PTCL, Peshawar, are as

follows;

1. 83 % are agreeing regarding existing salary structure and increment, while 17 %

are disagree. Most of the respondents are happy from existing salaries and

increments while less numbers of employees are not satisfied from the salaries

and increments.

2. 70 % respondent agree and said that performance appraisal improve the

performance while 10% are neutral and 20 % disagree, according to them

performance appraisal do not improve the performance.

3. According to most of respondents they are agree that performance appraisal

helps to encourage sharing one another burden, according to them performance

appraisal point out errors, mistake and weaknesses and hence these errors can be

removed.

4.

From the questionnaire analysis I came to result that performance appraisal alsohelps achieve and set meaningful goals.

5. Large portion of the respondents do not agree to that, that performance appraisal

lead to constructive criticism.

6. 50% of the agree respondent agree that performance appraisal improves

motivation and job satisfaction, while the remaining 50% do not agree.

7. In response of question no.7, 65% respondents agreed that performance

appraisal change the behavior of employees while 35% respondent said that

there is no effect of performance appraisal on the behavior of employees.


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8. 67% of respondent are satisfied from the performance appraisal of the

organization and 33% are not satisfied with the appraisal of the organization.

9. 50% respondents are strongly agreed, 30% are agreed, 10% are neutral, 5% are

strongly disagreeing and 5% are disagreeing.

10. 60% respondents are agreeing and 40% are disagreeing.


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Recommendations:

Following are the recommendation prescribe on the basis of findings

i.

The increase in the salary and increments should be according to theinflation in country. PTCL should adopt the policy of contracting of

payment on behalf their employees with different institutions like

education and health etc.

ii. PTCL should improve the performance appraisal process.

iii. Extra responsibility on employee should not be imposed by Management.

The employees should be given the same responsibility as describe in job

description.

iv.

Organizational goals should be clearly define and communicate to each

and every employee. And in case of any misunderstanding or difficulty,

the supervisor should remove these misunderstanding and difficulties.

v. PTCL should provide friendly environment to the employees. Such

environment where the boss is friendly and helpful.

vi. The job performance appraisal of employees in PTCL is not satisfactory

and motivated. There is no annual ceremony of reward system and

remuneration of hard working employees. PTCL should adopt such

strategies and policy that leads to job satisfaction and motivation of the

employees. Suggestions and opinions should be taken from employees.

vii. Majority of employees in PTCL have negative perception about

performance appraisal. PTCL need to improve the behavior of employees

and give them feedback.

viii. PTCL should need to avoid nepotism and favoritism. Fair appraisal

performance should be done in the organization.

ix. PTCL should need to focus on employees motivation and manage work

in all directions. Employees should given goals but there should not be

more strictness so that employee can do his\her best performance.


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x. PTCL should not exert work pressure on employees .Employees should

given free hint for doing the work in their own way so they can perform

their best and with more interest.

Conclusion

Employee performance appraisal is beneficial for both the employer and

employees. Performance appraisal has great effect on the organization goals and

objectives. It depends on the organization that how efficiently and effectively the

organizations do performance appraisal analysis. Usually performance appraisal

analyses are annually. It is needed that performance appraisal should be done

weekly and even daily to keep employees focused on their most important goals.

Performance appraisal/review probably raises employee anxiety to a frightening

level. It is tough to hear criticism even when it is constructive but your

performance appraisal can be great opportunity for your shining and bright career.

Performance appraisal can also build a better relationship with the supervisor. If

the supervisor keeps good relation and open communication with employees, then

the working environment may be better and the employees will be satisfied and

motivated. When employees have contribution and their work is praised and value

is given to the employees work self esteem of the employee raises. Need is that PTCL should focus on the performance appraisal analysis process.

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