Report on PTCL (Pakistan Telecommunication Company Limited) and WORLDCALL

““Investigating an Organization’s Structure, Culture and Group Dynamics”

Prepared by
**** name *****

*********** Institute name ***************

  INTRODUCTION:

Technology has folded into various blends that cover major portions of the world on-
going activities. In addition to scientific processes and other fields, communication has also
advanced by its technological aspects. This gave rise to telecommunication which is now-a-days
a vital aspect and need all over the world. Despite of the inventions of mobile and other wireless
products, the need of a land line phone technology is always in demand.

PTCL (Pakistan Telecommunication Company Limited)

Company Profile
PTCL is the sole land line provider of Pakistan which is ahead of all others in the
telecommunication industry. It operates telephone exchanges across the country, providing a
largest fixed line network. Its main features are GSM, Broadband internet, IPTV etc. PTCL is
also the largest operator of CDMA technology in the country. With advancement in its
technology, it also introduced its mobile data service .i.e. UFONE. After this privatization, the
main focus of the company is toward quality production and customer satisfaction.
The customers of PTCL are spread all over the country availing this land line opportunity
up to their demands. The main suppliers of PTCL are Ericson, Alcatel, AT&T, Italian, Sweden
and American firms. The unions registered in PTCL are Pak Telecom Lion’s Unity, Pak Telecom
Employees Union, Pak Telecom Lines Staff Union and Pak Telecom Labor Union. Its main
subsidiaries are PTML and Pak Net Limited.

Mission:
The mission of this company is to achieve following:
o Providing a professional and motivated environment.
o Cost effective and quality productivity approach.
o Provide services based on up-to-date technology.
o Providing quality and time conscious service.
o Maintain growth and position in telecommunication industry.
Core Objectives:
PTCL long term objectives are as follows:
o Expansion of its telecom services all around the country.
o Maintain telecommunication by employing needed strategies.
o Continue research and development in its technology and product.
o Upgrade efficiency and supply quality product to fulfill customers’ demands.
o Maintain professional integrity.
o Earn customer loyalty through above goals.

WORLDCALL

Company profile
Worldcall Telecom is another service provider in the field of
telecommunication. It uses hybrid fiber coaxial network in telecommunication. It
offers internet, cable and payphone services also. It is ahead of all other
companies in being a private telecom firm. Its huge infrastructure is one of its
leading factors. It is enjoying the maximum market share. It has various foreign
investors like companies in Oman, Saudi Arabia, South Africa, Sri Lanka etc. Its
main suppliers are Samsung, Schlumberger and Scientific Atlanta Inc. USA.

Mission
Worldcall’s mission is to achieve following:
o Present quality products by employing cost effective strategy.
o Be a leader in market share, revenues etc. and maintain the position throughout.
o Focused on customer satisfaction by considering quality production and providing best
services.
o Special focus on stakeholder’s expectations and demand’s completion.
 COMAPRISON OF THE ORGANIZATIONAL STRUCTURES WITHIN PTCL
AND WORLDCALL

1. PTCL:
PTCL follows a “bureaucratic organizational structure”. This includes
following features:
o Clearly defined roles and responsibilities
o A hierarchal structure.
o Respect for merit.
o Routine tasks are highly operated.
o Formulized rules and regulations.
o Centralized authority.
o Control and decision making are done through higher management.

Its organizational chart is given below:

(PTCL organizational structure)

 As depicted by above figure, the main head of the organization is a CEO.
The major functional departments that come under his supervision are state
management, finance, technical, operations, HR and corporate affairs. The senior
executive vice presidents are the heads of these sub departments and report all
information to the CEO directly. The underlying staff includes manager, engineer,
supervisor, technician and clerical staff.

PTCL organizational structure has main three parts:

I. Complexity: it means that PTCL has a vertical hierarchy that has larger
number of sub departments and is spread over large dimensions
geographically.
II. Formalization: it means that PTCL has standardized rules and regulations
that are followed by each employee.
III. Centralization: PTCL is highly centralized .i.e. all the orders are made and
approved by higher authorities through a chain of various official’s
approvals and commands.

2. WORLDCALL:

In contrast to PTCL’s bureaucratic structure, worldcall follows a

“functional organizational structure” focusing on marketing, research,
development and finance. This type of structure suits well for worldcall due to the
following reasons:
o It is heavily project-focused
o Production and services are made at large volume and with cost
effective approach.

This type of infrastructure within worldcall develops a centralized

coordination of tasks which enhances the efficiency of the products. All of the
activities are integrated vertically to speed up the sales and distribution at low
costs comparatively.

Below is the organizational chart of WORLDCALL:

(Organizational chart of WORLDCALL)

As depicted from the above figure, worldcall head is the chairman. He

governs all the sub-departments and has the final authority to decide or make new
policies. After him, the very next important sub-post is of executive director who
 has full commands on his/her allotted department. Then comes the COO who
governs the main departments such as account and finance, HRM, DGM,
technical department etc.

 COMAPRISON OF THE ORGANIZATIONAL CULTURES WITHIN PTCL AND

WORLDCALL

By organizational culture we mean that how it achieves its goals and mission,
how it troubleshoots and solves the rising issues or how it shapes the individual behavior
within the groups of employees. It consists of the values, behaviors and assumptions of
the organization.
Below a contrast has been made between the cultures existing within the two
comparable organizations:

1- PTCL:

In PTCL, “power culture” exists within the organizational

environment. This culture is highlighted from the centralized
infrastructure of PTCL. The top management has the final authority to act
and make decisions but they always have best intentions for the betterment
and progress of the company in their minds. Although the centralized
atmosphere results in long procedure of the approval of several demands
from the lower staff, but it still removes the flaws occurred by
decentralization.

2- WORLDCALL:

In contrast to power culture within PTCL, Worldcall maintains a

“role culture”. It is due to the highly structured environment within this
company. The goals, objectives and procedures are faithfully followed by
 the employees. This type of culture operates highly efficiently in
Worldcall due to its functional structure. It results in dependability and
consistency. Moreover, due to already designed problem’s solutions and
future goals, there is less stress and burden for the employees.

 RELATIONSHIP BETWEEN PTCL’s STRCUTURE AND CULTURE AND ITS

EFFECTS ON THE BUSSINESS PERFORMANCE:

PTCL holds a bureaucratic structure and power culture. This type of structure works
well within a power culture that develops an environment of highly centralization.
However, both of them effects both positively and negatively the business performance.
Their general pros and cons are discussed here under:

o Power culture within PTCL, no doubt, depends highly on top management

who have best intentions and plans for the betterment of the company’s
success. As such it does not have many problems since the goals are defined
and loyalty is recognized and rewarded. However, this type of culture results
in inefficiency since everyone has to wait for the approval from higher
authority for taking further steps. There is less communication among top and
lower employees. This results in slow production, decision making and
handling of issues. Moreover, employees become more focused toward
earning favor of their heads, despite of actually working for the betterment of
their company. This is the reason that most of the lower staff within PTCL
became disloyal and resulted in formation of various unions.
o The departmentalization within PTCL has appositive effect since it
encourages employees to enhance their skills in their field-relative
department. This results in positive and enhanced collaboration and efficiency
within the business. However, it might result in interdepartmental conflicts.
This reduces sense of teamwork and employees no more realize that they need
to work for the same company.
 o The bureaucratic structure of PTCL has some flaws .i.e. it results in internal
divisiveness due to centralization, impersonal and rigid behaviors of the
employees due to hard and fast rules and obstructive policies imposed by the
top management. In this way, more conflicts rises and everybody concerns
with his/her personal goals only. This attitude draws their attention from
achieving goals and objectives of the organization.

 FACTORS INFLEUCNING INDIVIDUAL BEHAVIOR AT WORK IN PTCL

1- PTCL has a centralized infrastructure due to which employees have to face a

delay in getting their issues and demands approved through a vast chain of orders.
In this way their attitude toward doing work for the organization declines.
2- The leadership styles of the supervisors are not friendly or satisfactory due to
which their mutual communication level is quite low. This misfit the employees
from their coworkers. This results in lower level of work done.
3- Employees at PTCL have lot of work place pressure which influences their daily
routine work negatively. The main factors affecting their work are:
 Ambiguous job descriptions.
 Work roles
 Poor working environment.
 Mismanagement
 Job insecurity
 Unfriendly culture within organization
Due to above mentioned reasons, most of the employees does not arrive
office on time.
4- Moreover, chaotic work timings and inflexible work location result in negative
effect on personal and professional life both.
5- Employees are stressed out with assigned tasks not relative to their qualification
or fields.
 6- They are imposed with strict deadlines, asked to attend meetings in very short
notices. Forced to work late hours and very hard labor results in fatigue which
eventually reduces positive outcomes.
7- Another factor influencing then negatively is that employees are assigned with
tasks that are totally unfamiliar or difficult for them to follow. This results in less
morale.

All above factors results in weak network among employees and totally stressed out
conditions. The unavailability of any “stress management program” worsens the conditions.
Hence, employees give poor performance and hence company could not cope with incoming
rivals in the industry.

 COMAPRISON OF APPROACHES TO MANAGEMENT USED BY PTCL AND

WORLDCALL

1- PTCL
It follows a “system management theory” in which managers and
the higher authorities make final decisions. They consider the effects of
their decisions on the business and customers beforehand and make
decisions accordingly. Moreover, in planning matters, PTCL employs
“probability theory” through which they make expectation of the several
future events related to profit, production, revenues etc.

2- WORLDCALL
It employs “social system management theory” which considers
the cultural system prevailing within the organization. Employees are
considered as an important icon and facilitated in every possible way for
best outcomes. Cooperation among group members is highly considered
 and employed. That is the reason that it is a pioneer of several services and
holds maximum share in the market dye to its loyal employees and fruitful
outcomes.

 COMPARISON OF ORGANIZATIONAL THEORIES USED BY PTCL AND

WORLDCALL

Organizational theory means the combination of organizational culture and structure

existing within.

1- PTCL
PTCL follows a “social approach” which is a modern version of
organizational theory. It breaks the structure into mutually dependent
subsystems. Each subsystem has employees, relative tasks and
environment. PTCL mainly looks forward on how to adapt with the
current environment and with the employees of organization.

2- WORLDCALL

Worldcall uses “socio-technical approach” which focuses on

following three elements:
 Social system: it includes employees.
 Technical system: knowledge, skills and resources related to work
comes under this system.
 External environment: customers and services being offered make
up this system.
Worldcall succeeded in achieving its goals so far by maintaining a
relationship among above mentioned identities.
 COMPARISON OF NATURE OF GROUPS, GROUP BEHAVIOR EXISTING
WITHIN PTCL AND WORLDCALL

Both companies have formal groups including command and tasks groups. But
apart from this similarity, there exists several dissimilarities among their group’s nature
and behavior which are listed below:

PTCL WORLDCALL

The command group has managers who are The command group is more concerned
concerned about their goals, but not to about company’s goals.
those of employees due to their less
participation in duties assigned.
There is lack of communication among The communication level is high due to
task groups due to differences in the presence of highly qualified and trained
qualifications of various employees from staff.
different departments.
The group members are unable to solve The group members are highly trained and
most of the tasks due to the unavailability efficient in solving the assigned problems.
of required technical products and
trainings.
The overall strategy employed on the The strategy employed on the groups is
groups does not work well since some of highly organized and well-focused.
the members have tasks assigned not
relative to their fields.
The authorities of the groups are highly The authorities of the groups consult every
centralized and the group members have to member for his/her opinion in all matters.
look forward to them for all matters.
Employee selection within a group is Group member selection is done on merit
sometimes done biased by the HR base, thus winning the loyalty from the
department and top management. employees.
 No incentives or promotions are awarded Various evaluation rewards are given to the
on group members. members to boost up their performances.
Knowledge, skills and abilities are not Proper workshops and training sessions are
appreciated much; neither much workshops arranged to enhance the skills.
nor trainings are proposed to enhance them.
Hard routine works and strict timings are Time is well managed so the group
asked to be followed which results in stress members have enough time and potential to
and fatigue among group members. carry their tasks.
Cohesiveness among the group members is Cohesiveness is enhanced via social events
not present to a good extent. and team building tactics.

 FACTORS LEADING TO EFFECTIVE TEAMWORK:

As seen from above grouping behavior existing between both organizations, it can
be well seen that teamwork is present within Worldcall but lacks behind in PTCL.
Effective teamwork can be enhanced in Worldcall and made possible within PTCL by
considering following factors:

o For an effective teamwork, firstly the team should be appreciated and established
by the senior management commitment.
o Effective teamwork requires gradual change of organizational culture in order to
deal with future goals.
o A participative management style must be adopted where employees have
required control over their own work.
o There must be free flow of ideas and encouragement to present and initiate them.
o Employees must be trained to accept and fulfill their responsibilities.
o Management structure must be altered if fewer levels of management are required
for the team work.
 o Good communication and consultation plays a main role in effective teamwork. It
can be achieved through meetings, joint working parties, newsletters, journals etc.
o Interpersonal, team building and problem solving skills must be taught.
o Leadership training must be given to two or more employees within a team.
o Team members must be praised by increased pays and awarded with group
incentives.
o Share incentives schemes must be started either by giving them or letting them
buy it.

 INFLUENCES THAT THREATEN SUCCESS

o PTCL:

 Competitive pressure: there is a continuous competition due to upcoming

rivals in the telecommunication market.
 Lack of trained staff: there is outdated workforce who is not fully trained
or qualified.
 Technology: they have outdated technology.
 PTCL has weak market strategy due to which it cannot compete with the
competitors.
 There is lack of corporate culture within the organization,
 There is increased competition in long distance.
 Migration to cellular networks is also a great threat to its success.
 Reduction in international settlement rates also has negative effects on its
success.
 o WORLDCALL:

 There is high threat on entrance due to large number of suppliers and high
bargaining power of the buyers.
 There is instability of economy.
 Another threat is from the newly launched companies who are providing
same products at lower prices comparatively.
 There is no privacy in the infrastructure and network.
 There is lack in understanding and implementation of IT within the
departments.
 Lack of government support is also a threat since it will be more difficult
for the company to withstand the competition from the new companies
entering freely into the industry.

 IMPACT OF TECHNOLOGY ON TEAM FUCNTIONING WITHIN PTCL

o Email: employees can report or inform each other, anytime or by being at

anyplace.
o Mobile phones: mobiles allow team members to communicate when they are even
out of work place. This is now-a-days one of the quickest approaches of
communication.
o Groupware: it enables team members to plan meetings, collaborate and delegate
by being within a virtual environment.
o Computers: they are very helpful for the members to carry out all sorts of tasks
and communicate with each other. They are available now in portable sizes also.
o Due to involvement of technology among team members, they are enjoying
following features in the industry:
 Fair treatment
 Balancing family life with work
 Availability of overtime work
  Decent place in job market
 High level of satisfaction
 Job security
 High living standard

 STRATEGIES FOR ABOVE MENTIONED ISSUES

o ORGANIZATIONAL STRUCTURE
 PTCL: its bureaucratic structure must be altered to be focused on
employees’ rights too in addition to achieving company goals.
 WORLDCALL: due to high divisional structure, there is increased
costs and poor communication. Its management layers must be
lessened to enhance communication.

o ORGANIZATIONAL CULTURE
 The goal of the organization must be designed as shared by all other
employees on the whole.
 Clarification must be done for any misunderstandings within in the
minds of the employees.
 Working structures and subcommittees must be designed where the
members can achieve their goals accordingly.
 Top management must be answerable for their mistakes and
misjudgments too.
 Maintain healthy work environment.
o MANAGEMENT APPROACHES
 The management must be centralized to some extent. Other
department members must also be given the opportunity to share
their ideas and views.

o GROUPS
 The command groups within the organizations must not be-self-
goals centered.
 Task groups must enhance communication among the members.
 Proper training and technical equipment must be supplied in the
organizations.
 There must be biased-free employee’s selections.
 Increment in pays, incentives and special bonus offers must be
awarded to the employees to boost up their loyalty and
commitment to work.
 The daily work hours should not be tiring for the employees.
 Cohesiveness maong the memebers must be enhanced. It will be
highly productive as depicted by following figure.
o TEAMWORK
 Implement effective teamwork through good leadership, effective
communication, defining expectations and clear-out roles.
 Proper procedures must be designed for resolving conflicting
issues.
 Team leader must set examples for the members.
 Team members must focus on stakeholder’s outcomes.

o REMOVAL OF THREATS

 PTCL:
 Competitive pressure must be overcome by designing strong
strategy.
 Staff must be trained to enhance the infrastructure and efficiency
of the company.
 Technology must be up-to-dated.
 Market strategy must be made strong enough to excel in the
industry.
 Corporate culture must be established within the organization.

 WORLDCALL:
 It must design strategy to cope with increasing suppliers and
high bargaining power of the buyers.
 Economic structure must be made stable.
 It must revise its cost-effective strategy.
 Privacy must be established in the infrastructure and network.
 All departments must be IT based.
 Government support must be acquired through proper business
dealings in order to face the competitors.
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