ptcl intership hrm

8/6/2019 PTCL Intership HRM

1/82

"In the name of ALLAH, most Gracious, most Compassionate".


2/82

INTERNSHIP REPORT ON PTCLPakistan Telecommunication Company Limited

PREPARED BY

Abdu l BasitMS220091001

INSTITUTE OF MANAGEMENT SCIENCES

KOH AT UNIVERSITY OF SCIENCE &TECHNOLOGY

KOHA T

MBA- HR

Session 2009-2011


3/82

Table of Content

Preface Ac-

knowledgment

Overview of organization 1-10IntroductionBrief historyCurrent situationMain officesTechnical & operational networkTechnical and operational mile stones

Services of PTCL 11-20

Services for customersValue added services

Financial analysis 21Activity ratio

Competitors & subsidiaries 22

Subsidiaries 23-25UfoneMulti Media Broad Band

Competitors 26-27MobilinkTelenorWarid

Brief on my internship work 28-38Marketing departmentCustomer care & customer services departmentRevenue department

SWOT Analysis 39-41

My project 42-62

Current HR Issues Of PTCL 63


4/82

Weaknesses 64-65

Recommendations 66

Conclusions 67

Appendix

Organization Chart


5/82

PREFACE

This report is the practical part of the most vital practice of our MBA-

HR program. Thesole objective is to familiarize the student with the practical manipulation of business

organization. This report has been written to know how big organizations like PTCL

manage their teams to achieve their common goals.

In the first phase of the report there is the general introduction about the company and

then different terms have been explained, then the mission, values, different services

and different strategies of the organization have been explained.

In the next part, SWOT analysis of the firm have been done by the help of which it

is identified that what are the strong areas of the company and where it lacks so that it

can improve, and then in the end most important my experience while working in the

PTCL as internee is explained.

Abdul Basit


6/82

Internship Report

ACKNOWLEDGEMENT

In the name of Almighty Allah who is most merciful, and who give me strength to write

this internship report in a different way.

I extend my heartiest thanks to my seniors, colleagues, and subordinates who assist me on

every occasion to enable me to write this report.

My parents, classmates, friends come next in the list of those whom I have to thank.

I pay special homage to the following persons.

Mr. Muhammad Nawaz Joiya Senior Engineer Operations.

Mr. Bashir Ahmed Malghani (Manager HR MTR).

Mr. Irshad Ahmed Engineer Operations Vehari.


7/82

Internship Report

TRANSMITTAL MEMORANDUM

To:

Institute of Management Sciences

Kohat University of Science & Technology Kohat

From:

ABDUL BASIT

ROLL# 01REG # MS220091001

PAF Base Kohat

Cell # 0333-964-4185 ; 0332-961-9397E-Mail: [email protected]

SUBJECT: INTERNSHIP REPORT ON PAK ISTAN

TELECOMMUNICATION COMPANY LIMITED

Internship report on any organization is a necessary element to get the MBA degree from

any university. I have written an internship report on PTCL and review its Human

Resource system / procedures adopted for such purpose.

My major recommendation is this: PTCL should improve their contact with middle &

lower level employees especially supervisory level and establish internal performance ap-

praisal system to avoid the future complications & to evaluate the employee performance& encouraging them. That conclusion was arrived at after eight weeks extensive practical

training/study in the HR department of the company. Besides this, I also studied the role

of C.B.A during the latest proposal of Volunteer Separation Scheme (VSS) for employees.

Because of my analysis, companys officials felt these flaws in the system & are agree on my

suggestions and wanted to implement them in near future. I am grateful to my seniors, colleges,

and subordinates who assist me to complete this comprehensive report in an excellent way.

If the members of the review committee of this report have any additional questions, I

Inshallah will try my best to do it more well way. At last I thankful to the University who

give me an opportunity to review/study the HR system/process of company.


8/82

Internship Report

EXECUTIVE SUMMARY

TITLE: AN INTERNSHIP REPORT ON

PAKISTAN TELECOMMUNICATION

COMPANY LIMITED

AUTHORIZATION This report is a necessary part of MBA degree program.

REOCMMENDATION: Department of management sciences of the university

advised every student to submit. It was done after the

completion of all subjects. The main purpose of this report

is, review of the human resources techniques & systems

adopted by the organization. Find out their weaknesses and

give suggestions for improvements. I strongly recommend

that company should improve their contact with middle &

lower level employees especially supervisory level and

establish internal performance appraisal system to avoid the

future complications & to evaluate the employee

performance & encourage them.

PROCESS OF REVIEW Data from June, 2008-2009 were taken for analysis, and

METHODOLOGY: Human Resource Management practices followed by the

company seen practically whether the company adopted them

according to the international labor law standards or not. I had

been working in this organization since five years. Therefore, I

was in a better position to review the system in an efficient way.

PROBLEMS: A central problem in the HRM systems of the company is

lack of contact & feedback from & to employees there is a

lack of co-ordination between different departments of the

organization as well as into a specific branch. Another

problem is lack of trained staff & political pressure for


9/82

Internship Report

transfers/postings etc on middle management. Like wise

lake of automation and state-of-the-art latest IT technology

for correspondence between the contents of the companycausing the delay in work and negatively affecting the over

all performance of the company.

I point out those weak areas, and hope that company if,

adopted my suggestion and recommendation can overcome

the problems. This will also benefit for the other systems of

the company.

TIME FRAME: Finally, if the recommendations are accepted, the program

could be, put into effect within six months.


10/82

Internship Report

- 1 -


11/82

Internship Report

- 2 -

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

(PTCL)

Established on January 1, 1996

Head Office: - Pakistan Telecommunication Company LimitedG-8/4, Islamabad

INTRODUCTION

even years into a new century, the telecom sector of world finds itself at

crossroads after changing itself almost beyond recognition over the last 25

years. Privatization and competition are the order of the day, with a majority of

countries having adopted these policies to advance their telecom sector. The results

have been impressive; the industry has grown at unprecedented pace. Although there

has been a phenomenal growth in Pakistan, especially in the cellular mobile

communication and in the internet, yet the late density remains almost stagnant.

So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant of

Pakistan telecommunication industry and enjoying the monopoly. This part of the

report contains a brief introduction of PTCL. This introduction is divided into two parts,

history and current situation.

BRIEF HISTORY

Over the years, technology has changed the concept of communication and what was

thought to be a fictional only a decade ago, has actually made its way through to our

hands today. This is the future we dreamt of so fondly. Welcome to the modern age, of

telecommunication, which have become complementary to our lives. But there must

also be an anchor to introduce, allow, improve and channelize all these services and

S


12/82

Internship Report

- 3 -

innovations sweeping through the globe. In Pakistan same anchor is Pakistan

Telecommunication Company Limited from the humble beginnings of posts &

Telegraph Department in 1947 and establishment of Pakistan Telephone & TelegraphDepartment in 1962, to this very day, PTCL is a story of commitment and vision.

Pakistan Telecommunication Corporation (PTC) 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. This

coincided with the Governments 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. Each had a par value of Rs.10 per

share. These vouchers were converted into PTCL Shares in mid 1996.In 1995, Pakistan

Telecommunication (Reorganization) Ordinance Formed the basis for PTCL monopoly

over basic telephony in the country. It also paved the way for the establishment of an

independent regulatory regime. 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 in Pakistan. Since then, PTCL has been working vigorously to meet the dual

Challenge of telecom development and socio-economic uplift of the country. This is

characterized by a clearer appreciation of ongoing telecom scenario where in

convergence of technologies continuously changes the shape of the Sector. A measureof this understanding is progressive measures such as Establishment of the companys

mobile and Internet subsidiaries (U-fone & Paknet) in 1998.

As telecommunication monopolies head towards and imminent end, services and

infrastructure providers are set to face even bigger challenges. Pakistan also entered


13/82

Internship Report

- 4 -

post-monopoly era with deregulation of the sector in January 2003. On the Government

level, a comprehensive liberalization policy for Telecom sector has already been

announced now. Now PTA have issued License to two new telecom companies inPakistan TELENOR international and WARID TEL this act will put some challenges

for PTCL to cope with.

PTCL is in process of enhancing organizational and business Proficiency through

vertical integration and horizontal diversification. At the same time, cross-national

ownerships, operations and partnerships are being evaluated with a view to developing

and diversifying the business.


14/82

Internship Report

- 5 -

These are few historical developments of PTCL through the years.

Historical Background

1947Posts & Telegraph Dept. established

1962 Pakistan Telegraph & Telephone Deptt.

1990-91

Pakistan Telecom CorporationALIS: 850,000Waiting list: 900,000 Expansion Program of 900,000 lines initiated(500,000 lines by Private Sector Participation400,000 lines PTC/GOP own resources).

1995 About 5 % of PTC assets transferred to PTA, FAB & NTC.

1996 PTCL Formed listed on all Stock Exchanges of Pakistan

1998 Mobile & Internet subsidiaries established

2000 Telecom Policy Finalized

2003 Telecom Deregulation Policy Announced

2005 26 % Shares by Etisalat UAE through open bidding


15/82

Internship Report

- 6 -

CURRENT SITUATION OF ORGANIZATION

After having brief introduction from past end of PTCL now we move towards the

current situation of the company .In this part focus will be on the:

Structure of organization

Technical & operational Net work

Services provided by PTCL

Financial front of PTCL

Competitors and subsidies

Structure of organization

An Organizational Structure clarify the roles of personnel of an Organization and to

determine who has to do what task, which is responsible for what, objectives to be

achieved, who is to report to whom and to remove the obstacles for performance

caused by confusion and uncertainty of job assignment as well as to make easy

decision- making and communication networks reflecting and supporting organization

objectives.

The head of Pakistan Telecommunication Company Limited is called President.

Then come the SEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance),

SEVP (Operations), SEVP (Technical), and SEVP (Human Resource Management),

SEVP (Marketing & Business Development). Then there is a chain of Executive Vice


16/82

Internship Report

- 7 -

Presidents (EVPs) like EVP (Finance Central), EVP (Marketing), EVP (HR Central),

EVP (Accounts), EVP (Operation), EVP (Information Technology, Training &

Research), and EVP (Revenue). All these are appointed at Pakistan TelecommunicationCompany, Headquarters at G-8/4, Islamabad. Apart from these EVP, there are also EVP

(Operation), EVP (HR) etc who are heading the other regions of PTCL in major cities

country wide. Then there are Chief Engineers and General Managers at H/Qs who

report to their relevant EVP. Then there are Senior Managers, Deputy Directors,

Assistant Directors, Account Officers, Assistant Account Officers, Financial Analysts,

Marketing Managers, Computer Programmers, and IT Specialists etc.

There are also Regional Heads (General Managers) to head PTCL Regions then come

the Senior Managers (Operations), Senior Engineers (Operations), Engineers to look

after the telecom system of Regions. There are also Senior Managers Finance, Account

Officers and Accountants to Handle Regional account and billing matters. Manager HR

& his staff are responsible to take care of Personnel affairs at Regional Level.

In non-gazetted staff there are Engineering Supervisors Operations /Switching /Power

plant /Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants,

Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower Division

Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and Peons etc.

All the staff is recruited by the HR Department headed by SEVP HR. The HR experts

are responsible for hiring & to further streamline its recruitment process.


17/82

Internship Report

- 8 -

MAIN OFFICES

The Head Office of Pakistan Telecommunication Company Limited is situated inSector G-8/4, Islamabad, which is headed by the President. Besides, it has Regional

Headquarters like:

Islamabad Telecom Region,

Rawalpindi Telecom Region,

Hazara Telecom Region Abottabad,

Northern Telecom Region-I Peshawar,

Lahore Telecom Region (South),

Lahore Telecom Region (North),

Multan Telecom Region,

Faisalabad Telecom Region

Southern Telecom Region-I Hyderabad

Southern Telecom Region-II Karachi

Southern Telecom Region-V Sukkur

Western Telecom Region Quetta.

Switching network Central region Lahore.

These Regions provide Telecommunications services to the customers in their

respective areas. Apart from these, PTCL has an Optical Fibre Construction Region

Lahore and Optic Fibre System Islamabad, each headed by a General Manager to

install, operate and look after optic fibre systems/cables.


18/82

Internship Report

- 9 -

Technical & Operational Net Work

Pakistan telecommunication Corporation under the Act 1996, Pakistan

Telecommunication Authority (PTA) issued a license to Pakistan Telecommunication

Company Limited for the provision of telecom services within Pakistan to private

sector and the general public as the Federal Government may determine and during

the exclusivity period of the Pakistan Telecommunication Company Limited (PTCL)

specified in above-mentioned Act. PTCL has 25 years license to provide telecom

services in Pakistan with Stake in the Company with about 62% equity. PTCL has

largest network and huge infrastructure for its more than 4,405,161users as on (Mar,

2008).

Switching Technology

There are 7 different kinds of switching technologies currently operational in PTCL

network.

Alcatel

Siemens

NEC

Erricsson

Huawi

J.S telecom

ZTE

With these different switching technologies PTCL is running its huge network and

providing different communication facilities to its customers.


19/82

Internship Report

- 10 -

TECHNICAL AND OPERATIONAL MILE STONES

PTCL is continuously improving its network. During the year 2007 PTCL installedcapacity was 4940154 but now in current year the installed capacity is improved. PTCL

achieved 100% digitalization in this year.

Computerized Fault Management System

This feature of PTCL improved network & is being used to register & rectify Land Line

Faults in a computerized way. This system was working in few cities but now it isavailable all over the Pakistan. (18)

Launch Of IN Platform

To augment the capacity and introduce additional value added services a new Intelligent

Network (IN) Platform was launched in October 2003.This platform has higher capacity

for prepaid calling cards and provision for introduction of new services.

Optical Fiber Junction Access Network

To further support the launch of new services the optical fiber junction access network

has been in implementation phase. This system further supports the upcoming project of

PTCL WLL (wire less local loop), Broad Band Services & IPTV.

This was the brief introduction of PTCL network now we move further and develop our

understanding about PTCL services and offerings.


20/82

Internship Report

- 11 -

SERVICES OF PTCL

Pakistan Telecommunication Company Limited not only Provides Conventionaltelephone facilities, it also offers optical fiber services to the private sector. We will

briefly discuss below the product lines being offered by the PTCL. Basically PTCL

divide their services into two parts.

1. services for consumers

2. services for corporate customers

Services for Consumers

These services are basically for the common users (Individual/home users) those use

telephone in their home/work place and they are basically non business users.

a) New Telephone Connections:

As mentioned earlier, PTCL is presently the only telecom company, who provided

fixed-line telephony in the country. So whenever, any Private business concern or anyindividual needs a new telephone connection for provision of telephone service.

b) Value Added Services:

CLI (Callers Line Identification)

Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to

identify the caller before picking up the phone receiver. To subscribe to CLI services, a

customer needs a telephone set with display capability or a CLI device attached to thephone.

Advantages:

Check on obnoxious calls.

Complete record of incoming / outgoing calls with time & date.

User Friendly


21/82

Internship Report

- 12 -

PREPAID CALLING CARDS:

PTCL calling card is the most popular choice of millions of customers all over thecountry. It is now available with balance transfer facility and follow on call facility.

Comes in easily affordable denominations of Rs. 100, 250, 500, 1000 and 2000.

Easily available throughout the country

Easy to use from any PTCL digital phone (Dial 1010)

Fast and easy, nationwide and international access

No line rent and no Phone bills 24 hours customer services through toll free number (0800-80800)

How to use it:

Scratch off the security coating on the indicated strip to get your card

Pin Number.

Dial PTCLs toll free number 1010 from any digital phone.

Dial 1 for Urdu & 2 for English Instructions, Enter your card Number

& Press #.

For International Call Dial 00+CountryCode+CityCode+PhoneNumber+#.

E-BILL PAYMENT

Billing system is a part of customer services so providing connivance to its valuable

customers PTCL launched a new billing service which is available through PTCL

Calling Card This is another service from PTCL. This service is basically providing

billing solutions for the users.


22/82

Internship Report

- 13 -

How to use it:

The basic concept of the service is to provide billing solution to PTCL customer. The

same PTCL Calling cards are used for this purpose.

Through these cards customer can pay his bill on phone. No additional charges for bill

payment transaction.

Advantages

Customer can save his time by paying his bill on phone

Customer can pay his bill when ever he wants

DIGITAL FACILITIES:

PTCL offers a variety of features to digital exchange customers like:-

Hotline

Abbreviated Dialing.

Call Waiting

Dont Disturb

Call Transfer on (a) Busy (b) No Reply (c) Immediate

Wake up call

Absent Subscriber

Code Barring


23/82

Internship Report

- 14 -

Prepayment Telephony Services (PPT)

With the changing trends most telecoms are diversifying their services towards

Prepaid solutions .one of such modern era telecommunication service is Prepayment

Tele Phone (PPT).It provides the facility to subscriber to load a prepayment

Telephony card against their telephone number thereby generating an account on I/N

platform and any call made from that telephone will be charged to this account. the

service will provide state of art technological facilities to the subscribers.

Target market

Target market for the service can be segmented as follow:

Budget conscious subscriber

Subscriber avoiding bill-depositing hassles

People requiring casual connections(on short term bases)

Subscriber not meeting documentation requirement

Students living in hostels

Defaulters

Features:

Account number recharging

Outgoing call pin setting

Cancel out going call pin

Balance query

Follow on call

Low balance prompt

Balance shortage warning

Call duration prompt

Call cost prompt


24/82

Internship Report

- 15 -

Universal Access Number (UAN):

UAN (Universal Access Number) service is ideal for organizations Engaged in

marketing of products or services. Here is a list of business who can avail UAN

Service.

Banks Insurance

Newspapers Credit Card Companies

Airlines Travel

Hotels Courier Services

Shipping Lines Utility Services

Fast Food Outlets Trading Companies

Consumer Stock BrokersProductsCompanies

Voice Messaging Service: (VMS)

With PTCL Messaging Service, you can have all for (or Desired) callsrecorded when you are absent, busy on phone or do not want to attend

the calls for any reason. You can, later on at your convenience, retrieve

all recorded messages from any telephone anywhere in the country.

Security of message is ensured against eavesdropping through subscriber

controlled password.

PTCLVMS is designed for those who do not want to miss a call or Fax

because that can be beneficial.

Great for anyone owning a telephone or Fax, at home or business.

Much more powerful and flexible than answering machine due to

Message options available in your voice mail system.


25/82

Internship Report

- 16 -

Features

Call answer

Fax

Messaging

Notification

Capacity 10 messages

Free for user paying RS. 2000/- or more bill/month.

PTCL Messaging Plus:

PTCL MESSAGINH PLUS is designed for small and medium business

enterprises having problems with managing telephone message.

PTCL MESSAGING PLUS will definitely handle these problems for you.

Advanced messaging features save time, make you truly mobile and increase

productivity.

Essential for time-conscious executives, frequent travelers and Professional

groups.

Features:

Call answer


26/82

Internship Report

- 17 -

Co- Location Centers

Pakistan Telecommunication Company has taken land mark decision to establish colocation centers throughout the country.

Service concept

This service is basically for telecom data and I.T companies. These companies will

install their equipment directly in PTCL premises in ready fitted environment. The

primary purpose is to provide a number of resilient and centralized connection and

control facilities in which co-location centers communication can be located.

Benefits

Easy access to local & international connectivity

Quick deployment of services

Minimum capital investment and cost saving

Higher reliability and quality of service

Full connectivity under one roof

Just plug in and start business

Target market

IT companies Telecom data companies


27/82

Internship Report

- 18 -

Universal Internet Number (UIN) 131

UIN 131 numbering scheme for internet services providers, represent exclusive

code to each ISP.

Service concept

The concept of the service just like toll free 0800 but charges a local call for each

connectivity attempt, UIN involves allocation of numbers to individual ISPs who

are licensed by PTA.

Functionality

The service functions under single meeting billing system, with promise of rich

dividends in terms of customer care.

Benefits

The benefit goes to the end users who happen to be any ISP customers.

Once subscribed, the service means timeless communication for your

customers, allowing them to pay for a single call irrespective of its duration.

Target market

ISPs


28/82

Internship Report

- 19 -

Virtual Private Network (VPN)

Communication is the secret of success in todays highly competitive market. Whenit comes to enabling your enterprise, your communication got to be instant, fast and

hassle free. The answer to this corporate need is virtual private net work.

Service concept

It is an innovative and intelligent private network to integrate business/enterprises

having sub-offices with in a city or nation wide. Without necessity installation of

dedicated resources, VPN enables organization to create a private network.

Digital Cross Connect (DXX)

Telecommunication networks are the most important infrastructure elements of any

business today. As the businesses increasingly depend on it, quality of networks is

gaining strategic importance.

Service concept

PTCL offers flexible and reliable data services solutions through a high quality

platform of digital leased line network.PTCL digital cross connect (DXX) network

provides the most dependable media for WAN connectivity with more than 200

nodes country wide.

Features

End to end digital connectivity on digital cross connect network

Country wide as well as global coverage

Flexible bandwidth to suit the requirement

Better quality of services


29/82

Internship Report

- 20 -

Target market

Corporate customer Software exporters

Data network operators

Airlines/travel agencies

ISPs

Financial institutes

Courier services

ISDN BRI/PRI

It is a near broadband experience suitable for household and small/medium sized

organizations.

Features

Faster and clear voice

Fax and data communication on a single phone

PRI provides thirty 64 kbps user channel plus two 16 kbps signaling channel

BRI provides two 64 kbps user channel plus one 16 kbps signaling channel

Cost effective


30/82

Internship Report

- 21 -

FINANCIAL ANALYSIS

Financial analysis of any organization is very necessary for the evaluation and

assessment of a firm. The information derived from these types of analysis should be

blended to determine the overall financial position. This analysis includes ratio analysis,

common size analysis and the study of differences in components of financial

statement. One of the primary objectives is identification of major changes in trends,

amounts and relationship and investigation of the reasons underlying those changes.

In the financial analysis of P.T.C.L we will analyze some important information about

the company. As I did my internship in human resource management, but it has not an

independent organization so I have to analyze the P.T.C.L for the analysis purpose.

Current ratio

Current Ratio is an indicator to determine the short term debt paying ability or the

liquidity of a company. It tells us that how many current assets are available to pay forthe current liabilities of the company. Current ratio of the company in 31 Mar 2008 is

1.67& is favorable for a company. The ideal condition is 1.1 but ratio is quite

reasonable.

Quick ratio:

Quick ratio or the acid test ratio also performs the same task as is performed by current

ratio but with more sophistication. Quick ratio of the company is 1.5 up to Mar 31, 2008its quick ratio is decreasing. As P.T.C.L is a service organization there fore the quick

ratio is very good because there is not need of inventory as any manufacturing

organization needs.


31/82

Internship Report

- 22 -

SUBSIDIARIES AND COMPETITORS

As already mentioned, presently PTCL has to face war with major competitors inmobile phone & WLL telephony operators, however, there are also competitors of its

following subsidiaries/products: -

SUBSIDIRAY/PRODUCT COMPETITOR

Multimedia & Broad Band (ISP Product) There is about 100 competitors of product

throughout the country to provide Internet

service to the customers. However, some

of the major competitor ISPs of product

are Cyber net, World online, Apollo,

World Call, and Comsats WOL etc.

U-fone (Cellular service provider) There are five competitors of Ufone in

cellular phone industry i.e. Mobilink,

Instaphone and C.M Pak, Telenor,

Waridtel.

PTCL Calling Cards (Product) Hello Cards, Call Point Cards, Call Mate

Cards, Global Telecom Cards.

Wireless Local Loop (V-Fone) Go CDMA, Wateen Telecom & World

Call are the Fixed Wireless Telephone

competitors of V-PTCL.


32/82

Internship Report

- 23 -

BRIEF INTRODUCTION OF SUBSIDIARIES

UFONE

Launched on January 29, 2001, Ufone is growing cellular operator in Pakistan. Ufone

services are offered to you by Pak Telecom mobile Ltd., which is a 100% owned

independent subsidiary of Pakistan Telecommunications Corporation Ltd.

U-fone has been a highly successful venture both in terms of subscriber uptake and

coverage. With fastest expanding coverage, unmatched product leadership, and

consistent focus on customers, Ufone has emerged to be the most prominent player &

has 2nd largest customer base in the market in the short span of its operations.

Current Situation of Ufone

Ufone has started Sales in all the major cities of Pakistan which include Karachi,

Lahore, Islamabad, Peshawar, Rawalpindi, Kohat, Jehlum, Quetta, Sialkot, Faisalabad,

Multan, Sukkur, Gujrat, & Gujranwala including 1500 other small towns across the

country. New Connections are available at all ufone centers and authorized dealers for

just Rs. 50/which includes Rs. 150/of airtime. U-fone is in process of starting the sales

of connections in a large number of other destinations across Pakistan. This expansion

will also result in increase of Ufone coverage in many additional cities and highways.

Total User Base of U-fone

U-fone is currently enjoying 20.53% user of Pakistan mobile industry. It means U-fone

has 17,800,424subscribers.


33/82

Internship Report

- 24 -

Main Features

Both postpaid and prepaid Ufone subscribers can enjoy any/ all Ufone services

including MMS, Ufone Internet, Global SMS, and Pocket Stocks etc. In order to use

any of the GPRS based services just call 333 and activate your GPRS subscription.


34/82

Internship Report

- 25 -

Multi Media & Broad Band (Phone n Net)

Formerly Paknet Limited a fully owned Subsidiary of Pakistan TelecommunicationCompany Limited (PTCL) is now merged in PTCL as Multimedia & Broad Band

Region. It was formed in March 1999 and started commercial operation in January

2000. It is now the biggest Internet Service Provider of the Country. Besides Internet

this region also provides data communication services like Clear Channel data links,

Frame Relay and Digital Circuits on Optical fiber cross connect systems etc.

PTCL was running its Internet Division through its region by the name of Public Data

Network (PDN). On December 1999 the PDN region was dissolved and all the assets

and Liabilities were transferred to Paknet Limited. Paknet made a fresh start with an

Internet customer base of 6000 as of January 2000 and successfully achieved the target

of its first year business plan of 50,000 Internet customers. Now it became Multi Media

& Broad Band Region which currently has a customer base of more than 130,218 (Mar

31, 2008).

The Company commenced its business in January 2000 with a balance sheet size of

over US $ 7.0 million. Currently it has a revenue base of approximately US $ 5.0

million per annum and is most likely to double in the next fiscal year keeping in view

the market demand of Data products and expansion plans of the PTCL. In near future

PTCL is introducing a new IPTV service for its valued customers.


35/82

Internship Report

- 26 -

COMPETITOR OF PTCL

There is no meager competitor of PTCL in landline but with the growth of

telecommunication industry of Pakistan competition increasing specially in mobile

phone sector. In total there are more then 800 million subscribers of mobile phone.

There are 03 big players in mobile phone industry but 3 of them are the competitor ofPTCL:-

Mobilink

Telenor

Warid Tel

Other players in Land Line industry:

OperatorNTC

BrainLimited

WorldCall

UnionCommunication Naya Tel

Customers 103,059 7,376 11,347 3,500 13,500

Mobilink

Mobilink is a largest mobile phone company of Pakistan. Mobilink is currently having

more then 31,958,597 users base which is the 36% of total cellular industry of Pakistan.

Mobilink is basically competing Ufone which is subsidiaries of PTCL.

Telenor

Telenor is another cell phone company it have 17,841,074 subscribers which is 20 % of

total mobile industry.


36/82

Internship Report

- 27 -

Warid Tel

Waridtel is also providing cell phone facilities in Pakistan. Waridtel having more then

15,114,678 subscribers which is 17% of Pakistan mobile industry.

NEW COMPETITORS

Other than mobile & land line PTCL is facing competition in F.W.T (Fixed Wireless

Telephone) product market. Below are the major competitors.

Telecard 501,680

World Call 468,335

This has added competition for PTCL (1,245,639) in WLL (Wireless local Loop) field.


37/82

Internship Report

- 28 -

BRIEF ON MY INTERNSHIP WORK

During my internship at PTCL, I worked in following department of PTCL

Marketing department

Customer Care & Customer Services department

HR department

Revenue department

Now we move department wise and give brief introduction of each

department, and I will explain the work flow of these departments.


38/82

Internship Report

- 29 -

Marketing Department is called a revenue-generating department of an organization.

Marketing Department undertakes market research and gives feedback to management

about customers needs and wants on the basis of which, products and services are

developed and positioned to give value to the customers. Thus Marketing department of

an organization plays a pivotal role in its business development, growth & expansion.

During my internship I worked with PTCL marketing department. Through working

there I gain so much practical knowledge that will help me during my practical life. For

understanding the work flow and the operation of the department we have to move in

certain manner. We have to look the key operation the structure of the department and

in the end the focus will be on the critical analysis.

So we will move in the pattern describe below:-

Marketing strategy of PTCL

Market segmentation of PTCL

Marketing mix of PTCL

Promotional strategy of PTCL

1. Marketing Strategy of PTCL

For understanding the marketing department work flow and its function we must have

clear picture of the PTCLs marketing strategy. For developing clear understanding of

marketing strategy of PTCL there is no one line statement or clear vision of marketing


39/82

Internship Report

- 30 -

department so we have to move traditionally .Classically, Marketing has been all about

the four Ps: Product, Place, Price and Promotion. The marketer identifies a target

market, defines the product and Pricing to appeal to this market and a strategy to deliverthe product to the market. Thus the marketer is the steward of the value proposition,

ensuring that the firm is delivering maximum value to its customers.

We will briefly discuss below the marketing strategy, product planning, development &

management, Pricing strategy, distribution strategy and promotional strategy: -

M ar keting Str ategy

Normally, a marketing strategy identifies the target markets, the desired position in each

market and the marketing mix that will persuade those target markets to part with their

money. Market is targeted through market segmentation. Segmentation can be done on

four types i.e. Demographic Segmentation (age, gender, race/ethnicity, household type,

home ownership, education, employment, income etc.), Geographic segmentation.

Positioning oneself by product can do positioning differentiation, positioning by

product usage, positioning against a particular competitor, positioning against an entire

product category, positioning by association and positioning by problem, Marketing

Mix includes Ps i.e. Product, Price, Promotion and place.

TARGET M ARKET

PTCLs 80% revenue comes from just 20% customers, who are corporate customers

and other big and small business organizations. The main focus of PTCL marketing

efforts is on retaining and satisfying that 20% chunk of key customers at any cost. For

this purpose, PTCL is now established Corporate Customer Services Centers in majorcities to take care of these vital customers. Apart from these important customers, PTCL

targets general public and other small business companies for sale of its landline

telecom services like telephone, fax, Internet, as well as other services like CLI, VMS,

and Digital Facilities etc.


40/82

Internship Report

- 31 -

2. Market Segmentation

Basically PTCL segmented its market on two bases

To better implement customer services features, segment the market on a

customer basis:

Corporate Resident ional

on the basis of services as: Telephony Data Video

PTCL has segmented its market for its services and products to effectively deal with its cus-

tomers. Some of its services like Universal Access Number, Co-Location centers and virtual

private network are specially targeted at corporate customers and business concerns. The other

services like new telephone connections, digital services etc. are meant for mass market. The

services like Internet, fax facility etc. are targeted at both the corporate and general customers.

POSI TI ONI NG STRATEGY

As PTCL is the sole provider of the landline telecom services in the country; it is the

market leader in providing these services because there are no competitors to challenge

its market leader status. Thus presently PTCL is facing no problems in positioning its

services in the market as a market leader because it enjoys monopoly in the industry.

However, with the deregulation of telecom sector PTCL is gearing up itself to maintain

this market leader position, on the other hand competitors are doing to challenge it.


41/82

Internship Report

- 32 -

3. MARKETING MIX

Product Planning:

In PTCL, so far products had been planned and developed by the engineering

department and marketing professionals had no role in product planning as there was no

marketing department in the Company. But now marketing professionals have been

inducted in the Company and they will definitely have a close coordination with

engineering department in planning and development of products to satisfy customers

desires. It should also be kept in mind that PTCL is a technical organization enjoying

state-of-the-art telecom technology. The services offered by PTCL are built in thetechnology and with the passage of time; PTCL rolls out these products in the market.

even many products, which have become obsolete in developed countries, are launched

as new products by PTCL. But we cannot deny the fact that being monopolist, PTCL is

depriving customers of many digital services that are available free in many other

countries. However, as the Marketing department has been established now, it is

expected that in future there will be close coordination and liaison between marketing

professionals and engineers for planning and developing customers oriented products.

PTCL is also in the process of hiring brand Managers to manage its different products

in a thorough professional way.

Pricing Strategy:

Being a government organization, PTCL is not authorized to determine the prices of

its products itself, the Telecom Regulator Authority viz. Pakistan Telecommunication

Authority (PTA) fixes the prices of telecom services. The process is such that whenever

PTCL intends to increase or reduce the rates of its services, it submits its Proposal to

PTA for approval. PTA then calls consumers representatives, journalists and other

interested groups for discussion on the proposal. After listening to the viewpoints of all

the interested parties, PTA gives its decision. If PTA approves PTCLs proposal, the

new rates are enforced. It may be mentioned here that telecom technology is only


42/82

Internship Report

- 33 -

technology whose rates are on the decline with the passage of time. PTCL also

rationalizes its tariff with the passage of time. Tariff rationalization process started in

1997 as part of GoP Telecom Sector policy for privatization of this sector. It was mainlyfocused on rebalancing the domestic process like NWD, international, local call, line

rent etc. Rebalancing is completed by the end of 2003 (as per Tariff rates) with the

objective to position PTCL for competition.

4. PROMOTIONAL STRATEGY

PTCL is using following components of promotional mix for the promotion and

Publicity of its product/services.

Advertising:

In promotional mix, PTCLs main stress is on advertising in print and electronic media.

PTCL periodically places its advertisements in print media on services like H/Qs

hotline 0800-44544, Caller line identification (CLI), Voice Messaging Service,

Digital Facilities, PTCL Prepaid Calling Cards, Inquiry 17, Complaint 18,

phone bill cards prepaid telephone etc. to remind the customers of these services.

Sometimes, corporate ads are also released to print media to mark special occasions.

PTCLs Commercials on Prepaid Calling Card, CLI, Voice Messaging, Digital

Facilities etc. are also broadcast immediately on electronic media as reminders to

Customers.

Sales Promotion:

PTCL charges 1/3rd rates on national calls from 06:00 pm 07:00 am and local calls

are free from 11:00 pm to 06:00 am to promote the usage of its telecom network.

Moreover, PTCL offers special rate packages on special occasions like Ramadan

Package and EID package, which offer customer reduced rates for specific timings. For

Example, In EID Package PTCL charges half rates from 6:00am - 6:00pm and quarter


43/82

Internship Report

- 34 -

from 6:00pm 6:00 am to attract customers to use its telephone service. These rates

result in increased revenue for PTCL and also facilitate the customers to talk to their

near and dear ones on these special occasions on affordable rates.

Personal Selling:

As PTCL is enjoying monopoly in fixed-line telephony, the Company has no

Professional sales force because the company has not felt any strong need to use the

Services of a sales force for increasing the sale of its products. At the moment, PTCLs

Customer Services Centers are playing the role of sales outlets. Customers can make

telephone calls; send fax messages from these Customer Services Centers. They can

also get connected their telephone bills and get duplicate bills from these outlets.

However, with the establishment of Marketing Department in PTCL, The marketing

professionals are now in the process of inducting professional sales force for the

company.


44/82

Internship Report

- 35 -

CUSTOMER CARE & CUSTOMER SERVICES

DEPARTMENT

PTCL has established its Customer Services Department at different levels the overviewof the said department is as follows.

Corporate Customer Care Center Operation Region Level

Customer Services Centers Tehsil Level

Toll Free Help Lines For Complaint & Enquiry

Now we briefly introduce the functions of these:

Corpor ate Customer Care Center

To facilitate Corporate Customers PTCL has established Corporate Customer Care

Centers at all Operation Regional Head Quarter Level, in all the meager cities country

wide. The Corporate Customers can get their problems resolved under one roof in a one

window environment by dialing UAN 111-20 20 2. The Customer Relation Officers

register the complaints & forward these to the related office.

Customer Se rvices Centers

To facilitate consumers PTCL has established Customer Services Centers at all Tehsil

Level cities/offices. Here the consumers can use Fax Facility, Voice Telephony for

Local/NWD/ISD dialing. On divisional Offices Level duplicate phone bills may also be

obtained from C.S.Cs.

Toll Free Help Lines

PTCL offers state-of-the-art call center network to its all type of valued customers forconvenient frequently asked Questions, Complaints regarding their services, T/Noenquiry. The following three Toll Free T/Numbers are available for this purpose.


45/82

Internship Report

- 36 -

a) 1236 (Service Activation)

This toll free No is used to change the tariff packages of land line, WLL (V-fone),

PTCL phone n net service activation, & for Broad Band customers. The service

activation is electronically ordered & activated within 24 hours through concerned

department.

b)17 (Telephon e Directory)

This facility is also Tol Free & is used to obtain the telephone numbers of some specific

subscribers (College, Govt. offices, Private offices etc.). This is centralized & is being

used as Telephone Directory.

c) 18 (Land Line Com plaints)

To register the faulty Telephone complaints PTCL has established a Toll Free No 18

where a computerized central node is used to register & rectify the consumer

complaints for land line numbers.


46/82

Internship Report

- 37 -

REVENUE DEPARTMENT

The revenue generated by the marketing department through selling the companyservices/products is collected by the Revenue Department. The roles played by the

Revenue Department are following.

i. Bill Printing & Distribution.

ii. Issuance of Duplicate Bills.

iii. Error correction of Bills.

iv. Collection of defaulter amounts.

Bill Printing & Distribution

The printing is basically carried out by regional billing computer center at every

regional headquarter. These printed bills are handed over to Post Office after sorting &

stapling by the Assistant Revenue Officers staff at Distt level.

Issuance of Du plicate Bills

In case of missing or damaged bills received to customers the correction is also

Revenue departments responsibility. For this purpose the revenue office deputes its

staff for each Tehsil level PTCL office during the bill payment dates normally from 18 th

to 30th of each month.

Error Correction of Bills

In case of late payment or any other discrepancy due to missed collection by banks the

previous amount is also included in the new bill. The revenue office is responsible for

such kind of correction.

Collection of Defaulter Am ounts

The amounts defaulted by the customers or the bad debts are also collected through

revenue department. Each Telecom Recovery Inspector (TRI) is assigned a target of bad


47/82

Internship Report

- 38 -

debts collection on monthly bases. Now a days as incentive is also offered on more than

100% recovery each month.


48/82

Internship Report

- 39 -

SWOT ANALYSIS OF PTCL

Now we move towards the most important part of the internship report the SWOT

analysis after working 2 month in the company I find some critical issues about PTCL. After

carefully analyzing these true issues of an organization now I am able to understand the

organization in right way so at the end of my report I will go for SWOT analysis of PTCL.

STRENGTH

PTCL enjoy monopoly

State of the Art International Gateway Exchanges & Satellite Earth Stations

large earnings

good quality international connectivity

Customer Base of over 4 million

Government support

These are the few basic strengths of the PTCL now we look each one in isolation.

PTCL En joy MonopolyPTCL is sole provider of land line services in Pakistan .so there is no

competition regarding their basic service. it means that there is a monopoly of

PTCL.

International Submarine Cables

High Capacity National Fiber Optic Backbone Ring

36 Transit Exchanges with easy Facility of Expansion

About 99% Digitization of Country Network

Strong Platforms & Exchanges for Value added Services

Access Network & Customer Base of over 04 millions


49/82

Internship Report

- 40 -

State Of The Art International Gateway Exchanges & Satellite Earth Stations

PTCL have largest net work with its state of art technology and new digital

exchanges. These are the few important characteristics of PTCL network. International Submarine Cables

High Capacity National Fiber Optic Backbone Ring

36 Transit Exchanges with easy Facility of Expansion

About 99% Digitization of Country Network

Strong Platforms & Exchanges for Value added Services

Large Earnings

As described earlier that PTCL with more then 4 million users having greet

revenues this is another strength of the company

Government support

As you know PTCL is government organization so it has great support and it is

strength for PTCL.

WEAKNESS

Image Government organization

Image Lack of customer focus

Image Outdated people and technology (perception)

Lack of aggressive marketing

Lack of customer services

Ambiguous management style

Lack of corporate culture

Social responsibility


50/82

Internship Report

- 41 -

OPPORTUNITY

Growth in telecommunication industry

More aware and technology understanding consumer a base that is growing ata fast rate

Market open for more number of products less dependence on single categoryor product

Opportunity to introduce High Value Added Products / High margin productsfor the new, more aware consumer

Time to establish brand loyalty, Pre-empt competitors, co-opt partners, invest intechnology and networks

THREATS

Internet Telephony & other rapidly evolving technologies

Expected competition due to the deregulation in December 2003

New technologies

Efficient operators

International players, reduction in settlement rates,

Migration to satellite and cellular telephony


51/82

Internship Report

- 42 -

My Project

STAFF ROLE OF THE HUMAN RESOURCEDEPARTMENT

The Human Resource department of the company operates in an auxiliary, advisory, or

facilitative relationship to other departments in the organization. Any staff unit, whether

it be personnel or otherwise, exists to help the line effectively. It has been created in the

first place to take advantage of specialized talent and knowledge.

The H.R department of the company generally performs the following roles:

Policy Initiation and formulation

Advice

Service

Control


52/82

Internship Report

- 43 -

POLICY INITIATION AND FORMULATION

The SEVP of the H.R. Department is the individual most actively involved in policy

revision to cover recurring problem or to prevent anticipated problems. Ordinarily these

are proposed to the president of the company, and it is up on the latters authority that

the policy is actually issued. When proposing a new or revised policy the personnel

director must analyze problem that have occurred in the past, survey other companies to

determine how they handle similar situations, discuss the matter with colleagues and

subordinates and give due consideration to the prevailing philosophy in the

organization.


53/82

Internship Report

- 44 -

ADVICE

A major portion of the activities of those engaged in staff personnel work is in the

nature of counsel and advice to line manager. Countless examples can be given. A shop

foreman may be confronted with a grievance over distribution of overtime. Another

foreman may have the problem employee who he feels should be disciplined or even

suspended. At the time of the annual review of all salaried personnel for possible pay

increases, the operating manager plays a key role in advising operating manager on the

administration of the program. An apparent concerted slow down may occur in the

assembly department. It may have been instituted by the union in retaliation for the

cutting of piece rates the week before. How should production supervision handle this

situation.

The H.R. Managers and their staffs are expected to be fully familiar with H.R. policy,

the labor agreement, past experience and the needs and welfare of both the company

and the employees in order to develop a sound solution. Successful personnel specialist

must be people centered. They must be feeling sensitive, wants, and motives of other

people. At the same time they must continually be cognizant of their obligation to

preserve the structure and functioning of the organization. In fact, this really is the

essence of H.R. management. Management must seek to so direct and coordinate the

efforts of the people that the goals of the organization are achieved while at the same

time providing need satisfactions for the members of that organization.


54/82

Internship Report

- 45 -

SERVICE

The service responsibilities of the H.R. department are apparent when one examines

such things are as the employment, training, and benefits functions. The tasks of

recruiting, interviewing and testing job applicants are performed in the H.R. Dept.

Training programs are planned, Organized and often staffed through the H.R. Dept.

H.R. Dept must see that adequate instructional materials and facilities are available.

Once pension and insurance programs have been setup, all claims must be through the

H.R. Dept. The maintenance of adequate employee records is a service function that

permeates all functional specialties within the personnel field.


55/82

Internship Report

- 46 -

Control

The H.R. Dept carries out important control functions. It monitors the performance of

line department and other staff departments to ensure that they conform to established

personnel policy, procedures, and practices. The control function of the personnel

department is quite comparable to the activities of a quality control group that measures

product variables to ensure conformance to engineering specifications or to the

activities of the auditing staff that inspects accounting records to ascertain conformance

with prescribed standards.


56/82

Internship Report

- 47 -

HUMAN RESOURCE DEPARTMENT FUNCTIONS

H.R. Management activities are carried on both by the staff H.R. Dept and by operating

management in the course of directing the activities of the work force. Variation from

the pattern described may occur in particular companies because of special

circumstances.

This function includes recruitment, selection, and induction into the organization. The

initial decision to add someone to the payroll is made by line management. It is also its

responsibility to determine the content of the job to be performed and the employeequalifications necessary to perform the job satisfactorily. Very commonly, statements of

job content and employee qualification have been previously worked out jointly

between line management and the H.R. Dept. These are recorded in the form of job

descriptions and job specification. The H.R. Dept must develop and maintain adequate

sources of labor. It must set up and operate the employee selection system, which may

include interviews, selection tests, a medical examination, and reference checks. Quite

commonly the role of the H.R. Dept is one of screening with the final decision to hire or

reject being made by the supervisor who requested the new employee. However, in the

case of large-scale hiring program of unskilled or skilled workers, the H.R. Dept is

commonly granted full and final authority to make the hiring decision. The new

employees supervisor bears important responsibilities for introducing his/her to the

new work environment. This is often called orientation.


57/82

Internship Report

- 48 -

H.R MANAGEMENT HIERARCHY AT PTCL

* The staff tree for other GMs HR (South, North) is also same as per GM HR Central.

GM LABOR

RELATIONSGM TRAINING

GM HR SOUTH KCH

S.M TRAINING HRP

S.E TRAINING R.T.T.SLHR

S.E TRAINING RTTSMULTAN

S.E TRAINING RTTSKARACHI

S.E TRAINING RTTSISLAMABAD

President of PTCL

SEVP HR

GM HR H.Q GM HR NORTH RWP

* GM HR CENTERAL

REGIONALMANAGER HR

S.M TRAININGLHR

OFFICE STAFF TOR.M HR


58/82

Internship Report

- 49 -

TRANSFER, PROMOTION, LAYOFF

For these tasks the H.R. Dept serves primarily in a coordinative capacity. When

employees are moved from one department to another either because of the needs of the

business or because of individual requests, the personnel records may be studied to

ascertain that they posses the requisite skills. Layoffs typically are processed by the

H.R. Dept to ensure that the proper order of preference is followed. This can become

complicated of combinations of jobs, departmental, and plant wide seniority rights must

be observed. When a vacancy occurs in a position, it may be filled by promotion from

within or by direct hiring from outside the company. This decision is often made jointly

between the H.R. Manager and the executive in change of the department where the

vacancy has occurred. Many companies may establish policies to cover matters of this

type. The actual final decision as to which candidate is chosen for the promotion is

largely made by the executive in whose unit the vacancy has occurred.


59/82

Internship Report

- 50 -

TRAINING AND DEVELOPMENT

On-the-job training and coaching are performed by the line supervisor or by a specially

designated employee who acts in the role of an instructor. It is the responsibility of the

personnel industrial relations group to determine training needs in cooperation with the

line management. Once the needs are established, the personnel training specialists

must design a program to accomplish the desired results. If the program takes the form

of in service class room courses, it usually is administrated by H.R. Department.

Coaching, performance appraisal, and post appraisal counseling, job rotation,

understudies, and special broadening assignments are largely executed by operating

managers but coordinated by a central H.R. Dept.

PTCL has established its own training facilities as detailed below:

Telecom staff College Hari Pur

Telecom Staff college Lahore Cantt.

The regional level staffs training schools are also involved for extending trainingfacility to all the staff members of the organization, based at regional headquarter level

such kind of Regional Telecom training schools are

R.T.T.S Lahore

R.T.T.S Multan

R.T.T.S Faisalabad

R.T.T.S Karachi

R.T.T.S Islamabad etc.

The types of training being offered are:

o Initial training for the new staff generally 03-06 months as per designation at

T.S.C Lahore/ Hari Pur.

o Refresher courses for existing employees.


60/82

Internship Report

- 51 -

o Promotion training courses.

o Special emergent technology trainings.

o Some times PTCL also sings contracts with its suppliers/vendors for foreigntrainings.


61/82

Internship Report

- 52 -

COMPENSATION ADMINISTRATION

The work of designing and installing a job evaluation program is handled, for the part,by the H.R. department with some consultation with line managers. The decision to

adopt a particular pay structure with pay grades and fixed minimums and maximums for

the grades is a top management responsibility.

The day-to-day work of analyzing jobs, evaluating their worth according to a formal job

evaluation plan, and maintaining suitable records is are H.R. dept. functions Periodic

wage are conducted by the H.R. dept, but any firm decision to rise or change the entire

schedule is particularly always reserved for the chief executive officer of the

organization.

Following three types of compensation packages are being served to PTCL staff.

N.B.P.S (National Basic Pay Scale)

N.C.P.G (New Compensation Pay Grades)

N.T.C (New Terms and Conditions)


62/82

Internship Report

- 53 -

HEALTH AND SAFETY

A significant part on occupational health programs is the identification and control of

agents within the working environment that can cause occupational diseases. Some

agents may be gases, dusts, fumes, toxic chemicals and metals, noise, heat, radiation,

biological substances and stress. Industrial hygienists are employed to identify and

control such hazards to health.

Other important elements of an employee health programs are pre-employment medical

examinations, periodic examinations for those working on jobs having exposure to

occupational disease-causing agents, rendering of first aid, treatment of minor ailments

such as colds and headache, and providing health education information. Small

companies typically hire physicians, nurses and industrial hygienists only on the

consulting and part time basis. Large firms tend to be staffed with full time personnels

in these areas. The safety program is directed toward the prevention of work injuries.

The main elements are engineering, education and enforcement.

PTCL is offering both its own medical facility setup & the private hospitals on its panel.

The miner health problems are dealt by PTCL own medical facility/staff & other in

which patient is to be admitted or operated are forwarded to the panel hospitals.

PTCL also offers reimbursement of expenses to the remote areas staff as they can not

reach to PTCL hospital in any emergency.


63/82

Internship Report

- 54 -

DISCIPLINE AND DISCHARGE

Discipline has two principal meanings. In the first sense it means training that molds or

corrects. This means the achieving and maintaining of orderly employee behavior

because the people understand and believe in the established codes of conduct. The

second meaning of the term discipline refers to punishment of wrongdoers.

The H.R. department commonly assumes the responsibility for formulating the list of

necessary rules together with the range of penalties for each offense. Frequently this list

of rules and penalties is discussed and cleared with high-level line management before

it is issued and communicated throughout the organization. These rules are called terms

and conditions formerly known as Employment & Discipline (E&D) rules.

Most commonly, actual approval by the H.R. department has to be obtained before and

employee may be discharged. The reason is that discharge is a very serve penalty and

should be used only when a very clear case can be shown. In addition, it is especially

vital to achieve companywide uniformity in the handling of such cases.


64/82

Internship Report

- 55 -

LABOR RELATIONS

When a union has been certified by the National Industrial Relations Commission

N.I.R.C, as the result of an election, as the sole and exclusive bargaining agency

(C.B.A) for the employees, then management must bargain with it in regard to wages,

rate of pay, hours of work, and other conditions of employment. The principal tasks

involved in handling labor relations are contract negotiation, contract interpretation and

administration, and grievance handling.

The H.R. department plays very significant role in labor-management relations. The

director of industrial relation usually serves as a key member of the bargaining team

often acting a chief management spokesman. In operating on a day-to-day basis under

the terms of the labor agreement, line supervision often finds frequently occasion to

consult the H.R. department regarding such matters like allocation of over time,

handling of transfers and layoffs, and the application of contract work rules.


65/82

Internship Report

- 56 -

BENEFITS AND SERVICES

Included under this category are pensions, group life insurance, hospital and medical in-

surance, sickness leave pay plans, supplemental unemployment compensation, loan funds,

credit unions, social programs, recreational programs and college tuition refunds plans.

The actual decision to establish or to expand these programs is nearly always made by

top line management upon the advice and consultation of the H.R. department. The

actual design of pension and insurance programs requires a great deal of technical

knowledge. These programs are generally worked out in conjunction with insurance

companies or insurance consultants. After these plans are installed, the day-to-day

processing of claims is handled by the H.R. department

ORGANIZATION DEVELOPMENT

Organization development is a general approach for improving the effect-

iveness of an organization that utilizes a variety of applied behavioral science method-

ologies. Among the objective of the OD are to increase the level of trust and support-

iveness among people in the organization, enhance interpersonal skills, make commu-

nication more open and direct, directly confront problems and to tap the knowledge of

all who can contribute to problem solutions wherever they may be in the organization.

Consultants are often involved in OD work they work jointly with management to

collect data, diagnose problems and work of solutions. Typical kinds of OD activities

are interventions or confrontation meetings, team buildings, survey field, back conflict

resolution, laboratory training and managerial grid exercises and projects.


66/82

Internship Report

- 57 -

HUMAN RESOURCE PLANNING

Another new function that has emerged in recent years in human resource planning

(also called manpower planning). Sometimes a specific person or office has this as its

primary responsibility; more commonly the responsibilities are shared by several people

within the corporate personnel unit. Human resource planning is the process by which is

a firm insures that it has the right number of qualified persons available at the proper

times, programming jobs that are useful to the organization, and which provide

satisfaction for the individuals involved. The principal elements involved in human

resources planning are as follows:

1) Goals and plans of organization.

2) Current human resource situation including skills inventory.

3) Human resource forecast including comparison of projected future demand for

employees with projected supply.

4) Designing programs to implement the plans.

5) Audit and adjustment.


67/82

Internship Report

- 58 -

EQUAL EMPLOYMENT OPPORTUNITY

Very commonly the Senior Executive Vice President (SEVP HR) in the

company bears the major responsibility for insuring that the organization complies with

the various equal employment opportunity laws and regulations. She or he often deleg-

ates the day-to-day detailed administration to someone within the H.R. department who

either specializes in this field of work or who performs these duties along with others de-

partment such as the employment function. Usually the Chief Executive Officer (CEO)

of the company, whether she or he is called the chairman/chairperson of the board or the

president, plays a key role in the formulation and implementation of equal employment policy.

PERSONNEL INFORMATION SYSTEM

Today, many organizations have staffs of people trained in mathematical

analysis, computers, and management information systems. Some companies have ap-

plied these capabilities to personnel work. Among the applications have been human re-

sources planning, skills inventories, employee benefits analysis, and productivity studies.


68/82

Internship Report

- 59 -

HUMAN RESOURCE DEPARTMENT OF THE

PTCL:

The PTCL has won repute in the field of land line & WLL services for the domestic &

commercial customers .It has been achieved only due to the proper and exact

functionality of the Human Resource Department .The Head of the Human Resources

Department is the SEVP and his team comprises of EVPs & General Managers of

different zones .

The Human Resource Department may advice the administration and the board of

directors on special issues of the company and then it offers services in order to

accomplish the task. The human resources are the ultimate deciders provided by the

Human Resource Department. It not only gives advice, offers services but also control

the policies of the administration.

RECRUITMENT:

The department first determines the need of employees to be hired .The post against

each vacancy is advertised and then the applications are invited from the applicants .If

there is a post of manager cadre; the SEVP personally is the interviewer of the

interviewees along with his team.

TRAINING:

Then the qualified candidates undergo a training period under the banner of Human

Resource Department .There are Telecom Staff colleges at Lahore & Hari Pur. Then the

specified persons are appointed against each specified post so the best results are

expected and hence the performance and good will of the PTCL is increased.


69/82

Internship Report

- 60 -

TRANSFER:

Human Resource Department of the company also deals with the transfer of the

employees because the Human Resource Department knows the demands of the job and

the right person is employed over the right place by transferring him to that post.

Health and safety matters are also handled by the Human Resource Department in the

organization. As there are no apparent dangers to the employees and customers hence it

is the responsibility of the Human Resource Department to see through the matter.

EVALUATION:

The employees are then properly evaluated by different evaluation criteria and

procedures in order to motivate them and to enhance the performance .The job appraisal

system comprises of different questionnaire depending upon which the whole system is

forwarded.

UNION:

The union plays an essential part for the labor management relation .It bargains with the

management in the light of the demands of the employees .It is the responsibility of theHuman Resource Department which holds the formal talks and the negotiations

between the parties. Human Resources Department is also responsible for the dealing

with other organizations running the same business.

Discipline and discharge is the necessity of each organization and it is maintained by

the Human Resource Department of the company. If an employee is creating problems

for the administration for nothing, he may be warned and depending upon the severity

of the matter and allegation he may be suspended and even terminated.


70/82

Internship Report

- 61 -

WORK PLACE TRAINING:

The work place training or on job training (O.J.T) is the key factor of the policies of the

Human Resources Department .As the company is public dealing entity so the work

place training is the integral factor for the good will and the status of the policies and

services of the company.

REFRESHING COURSES:

The refreshing courses enhance the potential capabilities of the staff and the

performance as well. The refreshing courses are conducted by Regional Telecom

Training Schools (RTTS) and some times by Telecom Staff Colleges & are attended by

the staff members on the recommendations and behalf of the H.R. Department.

Refreshing courses are for the managerial and Technical staff. So they are equally and

firmly evaluated and enhancement of their capabilities is achieved.

PAY PACKAGES:

The packages are also determined by the Human Resources Department. These are

determined on the basis of performance, ACR, qualification and seniority. It hascomparatively low pay packages yet good ones.

The managerial posts are filled directly by the Human Resource Department. On the

other hand the Technical Lower and mid level supervisory staff is hired by the means

of:

1) Direct Hiring.

2) Promotion on seniority bases.

The promotions are on the seniority cum fitness basis .So the qualified and the efficient

workers are supposed to come up to the top. Human Resource Department also deals

with the retention and firing of the employees. In case of deceased employee, one of his

children gets the job in the company according to his qualification. According to

qualification and skills it ensures the employee benefits.


71/82

Internship Report

- 62 -

More over the Human Resource Department also cares for the old age benefits of the

employees .It is obvious that the Human resources Department is of key importance and

is playing a complementary role in the development and promotion of the company.

INFORMATION TECHNOLOGY:

The information system is the core of the operating of the each and every organization.

It helps in the policy formulation and the running of the business affairs properly by

providing the 1st hand and accurate information. The whole Human Resource

Department functionality depends upon the information system. Better the information

system, better the Human Resource Department. The company is now in a process todevelop its own HRIS system so that it may have good information system and be able

to serve the employees as well customers through Human Resource Department

efficiently and effectively.


72/82

Internship Report

- 63 -

CURRENT HR ISSUES OF

PTCLPTCL offered VSS (Voluntary Separation Scheme) to its regular staff.

Under this program, all regular status employees under the age of 58 as of 15

November, 2007 are eligible to participate in this PTCL VSS. Employees interested in

opting for VSS will have 60 days from the announcement date of 15 Nov, 2007 to

complete and submit the enclosed Option/Wavier Form to the VSS Support center using

the enclosed pre- addressed & pre-paid envelop. If an employee choose not to opt for

the VSS & remain at PTCL under the current terms of employment. The VSS is

completely voluntary. Employee decision either to participate or not to participate is

voluntary at his will.

Additionally PTCL established a VSS support center to assist employees in the decision

making process. The support center staffed with Support Officers that can help

employees understand his individual VSS package & answer any questions he may

have. The support center remained available through out the VSS program rollout,

Monday to Thursday 08:30 AM to 05:00 PM Friday 08:30 Am to 12:30 PM (Break

12:30 PM to 02:00 PM) Saturday 08:30 AM to 03:30 PM by calling toll free number

0800-13531. ^ E-mail: {[email protected]}

ACHIEVEMENTS THROUGH VSS PROCESS

a) Decrease in Surplus/Not needed staff by 29979 staff members of all categories.b) Decrease in future staff pays payments by almost 40% each year.

c) Opportunities open for new highly qualified/trained staff.

d) VSS will help PTCL make corporate image better.

e) Ratio of staff with respect to the working capacity will improve up to 1570

Lines/employee.


73/82

Internship Report

- 64 -

WEAKNESSES:

The Human Resource Department is not up to the mark for the proper

appraisal system of the staff.

The policies of the company are determined by the board of directors in

accordance with the H.R. Department. However there are certain policies in

which the Human Resource Department is dependent on the Ministry of IT

& T Govt. of Pakistan

Employees have developed a psychology that promotion criteria &

procedures of the Human Resource Department of the company are not

justified.

The quality of service in areas is much poor hence creating the problems for

customer.

Human Resource Department is lacking employee training centers. There are

only two Staff colleges. On the other hand the training opportunity is not

provided to all the staff equally.

If an employee wants to study during the job, he has to take approval from

the Human Resource Department of the company; there are certain bottle

necks for taking such approval. The management also never encourages

employees for enhancing there qualifications/technical skills.

The staff did not get any benefit for their higher qualifications in the shape

of promotions or pay increments.

Proper evaluation of the employees is not in the normal functioning of the

company.

Refreshing courses are on & off, not timely and frequently.


74/82

Internship Report

- 65 -

The proper information system is not in progress for the Human Resource

Department. The automation process by the Human Resource Department is

slow hence delaying the functioning of the company.

Human Resource department lacks trained & related qualified staff and it is

very difficult for the SEVP Human Resource to do the right things for the

organization and it takes much time for normal working of the organization.


75/82

Internship Report

- 66 -

RECOMMENDATIONS

The Human Resources should take less time in recruitment and training thestaff.

Highly qualified & trained staff may be deputed in HR department.

Refreshing courses should be adequate and more frequent during the year.

The promotional criteria by the Human Resource Department should be

defined and be as per rules.

More training centers should be established. If there is lack of resources, it is

difficult, the training centers of the other organizations in the same capacity

can be utilized by determining the terms and conditions.

During the training by Human Resource Department the ethical values

should be more emphasized.

The proper and competitive evaluation of the methods and procedures

adopted by other competitors will enhance the performance of Human

Resource Department.

This is the era of Information Technology. The functions and procedures of

the company should be converted from manual to the automatic. It will

enhance the performance & accuracy of the Human Resource Department

and ultimately of the company. Human Resource Department should allocate

resources for this purpose.

Human Resource Department may advice and train employees for one

window operation in order to reduce the time and conserve the resources.

Agents for the promotion of the company policies and to facilitate the

customers by the Human Resource Department may be appointed with

proper check and balance system.

Pay packages may be revised in the light of profit earned by the

organization.


76/82

Internship Report

- 67 -

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 & customer base. The actual working substances are the

human beings .It goes with out saying that Human resources are the most important in

the organization and so does the Human Resource Department .It integrate all the

activities and functions of the company like job analysis, recruitment, staffing, training,

designing compensation package, employees appraisal system. Human Resource

ptcl intership hrm

Documents