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Internship Report on PTCL

Submitted by: Kifayat Ullah Registration # FA09-MBA-070

Supervised by: Mr. Bilal Bin Saeed

This internship report is submitted in partial fulfillment of the requirements for the degree of Master of Business Administration awarded by the COMSATS Institute of Information Technology, Abbott Abad.

Department of Management Sciences COMSATS Institute of Information Technology Abbottabad


June, 2011

Internship Letter

Approval Sheet
.

Approval Committee External Examiner Mr._____________________________________________Signature___________ __

Supervisor
Mr.____________________________________________Signature____________ __

Head of Department
Mr.___________________________________________Signature_____________ __

DEDICATION I dedicate this report to my family and parents. Without their support, patience, understanding, and love, it would not have been possible for me to complete this work. I also dedicate it to my supervisor Mr. Bilal Bin Saeed, whose guidance and support was continued source of enlightenment throughout this study.

ABSTRACT
PTCL is the largest national company in engineering and Tele-communication in Pakistan. PTCL is a successful example of a Corporate Business in Pakistan that has an indigenous knowledge, local practices and local leadership to achieve significant advances in the rights and well-being of PTCL products i.e. after sale and service and attraction with clients in and out side the country. There is no doubt that it has gone a long way in helping the Country, build alliances, working towards establishing good employing opportunities and make it major role in the economy of Pakistan. The highly participatory and dynamic PTCL process is a stunning departure from what most clients in the area are accustomed to. The integration of advocacy and Business development work heralds the start of a new approach to business development in Pakistan. PTCL is one of the pioneers in this approach and can be expected to play a leading role in the future in scaling up this approach in Pakistan.

1. Table of Contents
1. Table of Contents........................................................................................................6 List of Table....................................................................................................................8 List of Figures.................................................................................................................8 1 CHAPTER-1...............................................................................................................12 1.1 Introduction of Study............................................................................................12 1.2 Background of Study:...........................................................................................12 1.3 Purpose of Study:..................................................................................................12 1.4 Scope of Study:.....................................................................................................12 1.5 Objectives of the Study:........................................................................................13 1.6 Limitations of the work:........................................................................................13 1.7 Benefits of the Study:............................................................................................13 1.8 Research Methodology:........................................................................................13 1.9 Scheme of Study...................................................................................................14 2 CHAPTER-2...............................................................................................................15 2.1 Telecommunication in Pakistan............................................................................15 2.2 PTCL (Pakistan Telecommunication Limited).....................................................15 2.2.1 Introduction....................................................................................................15 2.2.2 Present Status of PTCL:................................................................................16 2.2.3 Types of Employees at PTCL........................................................................17 2.2.4 Auditors of Ptcl .............................................................................................17 2.3 Pakistan Post and Telegraph.................................................................................17 2.4 Pakistan Telephone & Telegraph (T&T)..............................................................17 2.5 Pakistan Telecommunication Corporation (PTC) ................................................18 2.6 Pakistan Telecommunication Company Limited (PTCL)....................................19 2.7 Nature of the Organization....................................................................................20 2.8 Organizational Structure of PTCL........................................................................20 2.8.1 President & Ceo Of Ptcl.................................................................................20 2.8.2 Board Of Directors.........................................................................................20 2.8.3 Management...................................................................................................21 2.9 Objectives of the company....................................................................................22 2.10 Vision..................................................................................................................22 2.11 Mission................................................................................................................22 2.12 Core Values.........................................................................................................23 2.13 Customers...........................................................................................................23 2.14 Switching Technology........................................................................................23 2.15 Subsidiaries and Competitors.............................................................................23 2.15.1 Subsidiary/Product Competitor...............................................................24 2.16 Competitors of PTCL..........................................................................................25 2.17 Main Offices.......................................................................................................25 2.18 Regulatory Authority..........................................................................................26 CHAPTER N0 3...........................................................................................................27 3...........................................................................................................27 2.19 Human Resource Management...........................................................................27

2.20 Overview Of HR Policies And Practices............................................................27 2.21 Job Analysis practices of the organization..........................................................27 2.21.1 Job Description Against Job Standards........................................................28 2.21.2 Job Specification .........................................................................................28 2.21.3 Job Evaluation..............................................................................................28 2.22 SWOT Analysis for the demand forecast...........................................................29 2.22.1 Strengths:.....................................................................................................29 2.22.2 Weaknesses:.................................................................................................30 2.22.3 Opportunities:..............................................................................................31 2.22.4 Threats:........................................................................................................32 2.22.5 Human Resource Planning (Hrp)................................................................32 2.22.6 Recruitment Help Desk................................................................................33 2.23 Selection Process Of Ptcl....................................................................................36 2.23.1 Selection From Within The Organization....................................................36 2.23.2 Selection From Outside The Organization..................................................37 2.24 The Development Function.................................................................................38 2.24.1 Training & Development.............................................................................39 2.24.2 Types of Training.........................................................................................40 2.25 Compensation.....................................................................................................42 2.26 Internship activities.............................................................................................43 2.26.1 Training & Development.............................................................................43 2.26.2 Recruitment & Selection..............................................................................44 2.26.3 Clearance help desk.....................................................................................44 3 Chapter 4....................................................................................................................44 3.1 Analysis, Findings and Implications.....................................................................44 4 Chapter 5-Conclusion and recommendations.........................................................48 4.1 Conclusion............................................................................................................48 4.2 Recommendations.................................................................................................48 4.2.1 Recommendations for the organization.........................................................48 4.2.2 Recommendations for Human Resource (HR)..............................................50 References.....................................................................................................................54 Web Links..................................................................................................................54 Annual reports and Magazines...................................................................................55

List of Table
Table 2-1: Numbers of cellular subscriber in Pakistan.............................................24 2Pakistan.............................................24 Table 2-2: Training centers of PTCL..........................................................................39 2PTCL..........................................................................39

List of Figures
Figure 2-1: Organizational Chart................................................................................21 2Chart................................................................................21

ACKNOWLEDGEMENTS
All praise be to Allah, The most Gracious, Compassionate and ever Merciful, who gave me the power to do, the sight to observe and the mind to think, judge and analyze. My heartiest gratitude is due to my teacher and my supervisor Mr. Bilal Bin Saeed, COMSATS Institute of information Technology, Abbottabad, whos excellent and scholarly supervision and kind patronage guided me on each and every occasion. In spite of being preoccupied with his multifarious professional duties and responsibilities, he has been very kind and gracious to devote his precious time and energy, exclusively, for the accomplishment of his strenuous work in due time. I am also grateful to Mr. Obaid Ali (Teacher of Business Administration). He provided me an opportunity to work in different sections of HRM. I am also thankful to Mr. Zubair Ahmed (PTCL NLI NEXUS) , who provided me sufficient data to write my report and also helped me on different stages of my report writing. Thanks are owed to my friends, and class mats, for encouraging me to concentrate on my studies when I was struggling with my report work. Above all, my deepest thanks are expressed to my parents for their valuable advice and keen interest in the study.

Kifayat Ullah

ABBREVIATIONS
BoD CEO CFF CIT CS HRM HOA MD SAP Board of Director Chief Executive Officer Corporate Financial Function Corporate Information Technology Company Secretary Human Resource Management Head of Accounting Managing Director System Application and Products

Executive Summary
PTCL plays a vital role in our country. In the present situation the importance of the PTCL (manufacturing) is increasing day by day due to the increasing prices of the equipments. PTCL industry has an important role in the economy of the country. PTCL Islamabad Pakistan play main role in this regard. The first chapter of report is about the purpose of report and to analyze the performance of PTCL. The methodology used in this report is based on two types of data, one primary data consists of my internship experience in the PTCL NLI Nexus Abbottabad Pakistan with Managers/colleagues and personal observations. On the other hand, there is secondary data consisting of annual report, circular broachers, HR journals, manuals, internet and relevant books. The second chapter of the report is about the introduction of PTCL terms of its Mission and Vision of the PTCL, which was established in 1947, as a Government Department working under Ministry of Information Broad Costing and Communications and tater on in 2007 26% of its shares was privatized to UAE and now the PTCL is called a Private Limited Company. The PTCL is operated under the law of the country and strictly believes in Corporate Social Responsibility. PTCL has a Countrywide network of manufacturing services. The head office of PTCL is situated in Islamabad Pakistan. The third chapter is about the Condensed of HRM Guidelines of the PTCL i.e. overview of HR policies and practices, job analysis SWOT analysis, HRP, recruitment and Selection, Development Functions and compensation. The fourth chapter is about findings and analysis and implications. Fifth chapter contains conclusion and recommendations.

CHAPTER-1

1.1 Introduction of Study


Beginning with the name of Allah, I am going to write my internship report as part of the academic requirement according for the completion of 16 years study in Master of Business Administration. Therefore we the students of Management Sciences are required to under go an internship program for the period of 6 weeks as an internee in an organization. This internship helps us to gain the practical knowledge of working environment of an organization. Pakistan Telecommunication Company Limited

1.2 Background of Study:


It established in 1947, Pakistan Telecommunication Company limited has grown to become the largest telecommunication company in the country, maintaining its position as Pakistans premier telecommunication company to set higher standards of achievements. PTCL is the major business for the government of Pakistan with special emphasis on fostering Pakistans economic growth through aggressive and balanced lending policies, technologically oriented products and services offered through its large network around 2000 telephone exchanges across country providing largest fixed line network. GSM, CDMA, Broadband Internet, IPTV, wholesale data and backbone services are other major resources of PTCL, making it a extremely large organization.

1.3 Purpose of Study:


The purpose of this study is to get more knowledge about the structure and functioning of the departments of Pakistan Telecommunication Company limited and a clear picture of its HR functions.

1.4 Scope of Study:


The time duration of six weeks is quite insufficient for conducting complete study and observation of a large organization. Being a student specializing in HR, the main focus of my study is on its HR aspects including the recruitment and selection and its comparison with previous years practices. Some of the problems faced by

the organization have been identified and some remedies have also been suggested to overcome these problems and to improve the HR practices in the organization.

1.5 Objectives of the Study:


Discuss thorough study of Pakistan Telecommunication Company limited. To understand the various operations and to equip with practical knowledge of the telecommunication company.

1.6 Limitations of the work:


There are some limitations which internee had to face during the internship program, which are described as under: The time period of six weeks was too short to properly understand and analyze all the operations of the organization. Staff members avoided to give all information due to the matter of secrecy. So it was very difficult to collect the most relevant information. Manager and other staff members have their own matters of organization therefore it was a great problem for them to spend time with internee

1.7 Benefits of the Study:


An internship grooms a person personally, academically and professionally. At the end of internship one gets a certificate which acknowledges his work for that specific company. This adds to his experience. An internship is a great opportunity to improve oral and written communication skills. Internship also provides the opportunity to gain self confidence. Figure out what ones strengths are and also a good time to identify ones weakness so that one can improve them Through an internship one can decide his choice for a career in future by observing that does that work suit his talent and temperament and is he meeting his goals. Furthermore, PTCL Main Branch, Abbottabad may also benefit from the recommendation made at the end of the report.

1.8 Research Methodology:


I used secondary data for my research. Pakistan Telecommunication Company limited is one of the leading and established organizations of the country. It has a large setup of departments and a big organizational structure. While working in a

branch of the organization, it is not possible to thoroughly cover all the areas of the organization, as it requires more time and six weeks are in no way sufficient to do so. Different tools and techniques were used to gather relevant information for writing the report. Secondly, journals from regional head quarter and staff college was also reviewed which gave very useful information about the functioning of the organization. I also visited the Pakistan Telecommunication Company limited official web site which gave very useful information about the services provided by the organization The major sources for Secondary data includes Books Internet Magazines and journals

1.9 Scheme of Study


The scheme of study of the report is as under. Part one is about the introduction of the study, which includes its background, purpose, and scope of the study research methodology and the scheme of study. Part two is about the literature review, which includes PTCL previous performance, objective, and the organizational structure of the organization, the departmentalization and its function; Part three is about the HR practices of the organization, which includes the recruitment and selection, training and development etc. Part four includes the SWOT analysis, finding & Recommendation prescribes for the organization to further improve its functioning.

CHAPTER-2
Since the independence of Pakistan, basic telecom services were being provided by a monopolist, previously called as Telephone and Telegraph department (T&T). The department was being run by the government and played multiple roles as regulator, policy maker, operator and service provider in the country. The T & T department was later converted into a corporation. Although the corporation was earning huge profits from the services, it was re-investing the same profits into the sector for the provision of more telecom service but the investment was not enough. Further, with the technological advancement, more and more telecom services were becoming available but there was not enough money available with the corporation to install new telecom systems for the provision of modern services. Resultantly, a digital divide prevailed in Pakistan keeping it behind its neighbors and other comparable countries in terms of telecom access. Cellular mobile services in Pakistan commenced in 90s when two cellular mobile telephone licenses were awarded to Paktel and PakCom (Instaphone) for provision of cellular mobile telephony in Pakistan. Currently there are six cellular players in the market. The Telecom Sector has contributed 2 percent towards the overall GDP growth with revenues of over PKR 235bn.

2.1 Telecommunication in Pakistan

2.2 PTCL (Pakistan Telecommunication Limited)


The history, structure and features are briefly under the following headings: 2.2.1 Introduction

PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million V-phone customers. The company maintains a leading position in Pakistan as an infrastructure provider to other telecom operators and corporate customers of the country. It has the potential to be an instrumental agent in Pakistans economic growth. PTCL has laid an Optical Fiber Access Network in the major metropolitan centers of Pakistan and local loop services have started to be modernized and upgraded from copper to an optical network. On the Long Distance and

International infrastructure side, the capacity of two SEA-ME-WE submarine cable is being expanded to meet the increasing demand of International traffic. With the promulgation of Telecommunication (Re-Organization) Act 1996, the Pakistan Telecommunication Authority was established as the Telecom Regulatory body. Following the open licensing policy in BUY @ PKR 45.40 accordance with the instructions of Government of Pakistan and in exercise of powers conferred by Pakistan Telecommunication (Re-Organization) Act 1996, the basic telephony was put under exclusivity and PTCL was given a seven years monopoly over basic telephony which ended by December 31, 2002. The year 2006-07 in the telecom sector witnessed a phenomenal growth in the mobile phone sector in Pakistan, which doubled its subscriber base to 60 million. The Teledensity increased from 26% to 40%, helping to spread the benefits of communication technology across the country. PTCL's mobile phone subsidiary Ufone's subscriber base grew by more than 87%, from 7.49 million to 14 million. The year also witnessed the entry of major telecom companies, most notably China Telecom and Singtel, into the market. Restructuring and re-engineering are in their final stages along with the implementation of ERP system. From the end customer's perspective, a major initiative was put in place in the shape of 'Broadband Pakistan' service launch as a first step towards providing its customer with more value added service and convenience. With this offering, the PTCL not only bringing the benefit of high speed Internet access to subscribers in major cities but will also generate new revenue streams for future growth. The company also continued to invest in infrastructure development and addition of network capacity with a view to enhance services and to expand its reach across the country. 2.2.2 Present Status of PTCL:

The new management team having extensive experience of management of large HR practices within the country is expected to further enhance the profitability and operational efficiency of the organization

2.2.3

Types of Employees at PTCL

There are approximately 56000 employees working in PTCL, they are of different types which are as follows: 2.2.4 Most of the employee is permanent On-Contract employees: 400 employees are at Contract. Daily Wages Employees: 7000 employees are at Daily Wages. 4000 Employees are in Telecom Foundation On Deputation Auditors of Ptcl

Auditors of PTCL are the fallowing. A.F. FERGUSON & CO. Chartered Accountants KPMG TASEER HADI & CO. Chartered Accountants

2.3 Pakistan Post and Telegraph


At the time of independence and telecommunication services were performed by a single department known as Pakistan past and telegraph (P&T). This department started its telephone service with only 12346 telephone lines and seven telegraph offices all over Pakistan. All the telephone service at that time was manual. This department continues its business up to 1962.the government of Pakistan adopted the government of India telegraph act 188 to control and direct the activities of telecommunication.

2.4 Pakistan Telephone & Telegraph (T&T)


The first step towards reform in telecommunication sector was made in 1962. When the Ayyub khan government decided to split up the PT&T department into two separate departments Pakistan post and Pakistan telephone & telegraph (PT&T) under the presidential ordinance. The PT&T in fact a civil service department under

the minstrel controls. This department was headed by director general. The decision making power was concentrated with the post of dg, whilst the responsibilities were delegated to general managers and chief engineers and general managers reporting directly to the director general. The centralized structure of PT&T caused inefficiency in operations and long delay in implementing decisions. At the time of inception of Ptcl the total number of employees working in PT&T was 45686 and total network comported of 922,000.

2.5 Pakistan Telecommunication Corporation (PTC)


The decadeof1990sbroughtaboutmany changes in the economic structure of Pakistan. The government of Pakistan pursued the deregulation and liberalization policy in production and service industry. The major change in this regard was privatization and deregulation of many of the departments of government of Pakistan. The objective was to reduce the burden of the government minimize the bureaucratic influence and improve the efficiency of these departments. A major breakthrough in the history of telecommunication in the country occurred with the gradual deregulation and privatization of t) t, at the first stage Pakistan telephone and telegraph department (T&T) was converted into a statutory corporation Pakistan telecommunication corporation. On December `51990 the PT&T department was transformed into Pakistan telecommunication corporation with a legal identity separate from the government. This change in the statute introduced by the government of Pakistan enabled PTC to move from administrative to contractual relationship with its customer. It provided the opportunity for the development of telecommunication facilities to an unprecedented level and also for an increased customer satisfaction. Working under the Ptcl act noxv111 of 1991, the corporation was responsible for establishment maintenance and operation of telecommunication services telephone telegraph telex, telefax and data transmission with in the country and establishment of international link with all member countries of ITU (International Telecommunication Union) Pakistan telecommunication corporation in it five years life spread the network of its services all over the country and the total number of telephone lines expanded

2127344 in addition to telegraph the telex services. The total number of employees at the end of 1995 was 53705. In addition to inland telephone network Ptcl did a lot to improve the international communication. The international communication network of ptcl comprised of variety of satellite earth stations, terrestrial systems, submarine cable system and coastal radio systems, as well as international gateway exchanges.

2.6 Pakistan Telecommunication Company Limited (PTCL)


Pakistan telecommunication company limited (Ptcl) is a company established to undertake the telecommunication business formally carried on by Pakistan. Telecommunication corporation (ptcl) Pakistan telecommunication corporation (ptcl) was transformed into Pakistan telecommunication company limited (ptcl) on January 1,1996under Pakistan telecommunication reorganization act 1996 according to which ptcl took over all the properties assets rights and obligations of ptcl. Under the PTCL reorganization act, 1996 the telecommunication sectors were spelt up into four bodies. Pakistan Telecommunication Company limited (ptcl) Pakistan telecommunication authority (PTA) National Telecommunication Corporation (NTC) Frequency Allocation Board (FAB)

Pakistan telecommunication authority is a regulatory body responsible for monitoring the telecommunication business in Pakistan. It frames rules and regulation for private telecom companies such as mobile phone companies, internet service providers, paging companies and pay card phone companies. It also issues licenses to the new companies in entering to this business. National services. Pakistan Telecommunication Company limited is the primary provider of telecommunications services in Pakistan. The range of its services includes basic Telecom Corporation (NTC) is responsible to provide the telecommunication services to the various departments of government and armed

telephone, telegraph, fax, telex, email, digital cross connect, public data network, internet, isdn, and other digital facilities. The total number of installed telephone lines (ali) at June 30, 1998 was 35, 19,877 while the total number of actual lines in service (alis) was 26, 60,898. The difference between ali and alis issue to pending and potential future demands.

2.7 Nature of the Organization


PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million V-fone customers. The company maintains a leading position in Pakistan as an infrastructure provider to other telecom operators and corporate customers of the country. It has the potential to be an instrumental agent in Pakistans economic growth. PTCL has laid an Optical Fiber Access Network in the major metropolitan centers of Pakistan and local loop services have started to be modernized and upgraded from copper to an optical network. On the Long Distance and International infrastructure side, the capacity of two SEA-ME-WE submarine cables are being expanded to meet the increasing demand of International traffic

2.8 Organizational Structure of PTCL

2.8.1

President & Ceo Of Ptcl

MR. WALID IRSHAD-President & chief executive officer Board Of Directors

2.8.2

HIFZ-UR-REHAMN-Chairman PTCL Board ABDULRAHIM A.AL NOORANI-Chairman & chief executive officer NOOR-UD-DIN-BAQAI-Member (Telecom) AHSANULLAH KHAN-Ambassador (U.A.E.) FARRAKH QAYYUM-Secretary (Govt. of Pakistan) ABDULAZIZ A. AL SAWALEH-Human Resource Officer FADHIL AL ANSARI-Executive Vice President ABDULAZIZ H. TARYAM-General Manager

DR. AHMED AL JARWAN -General Manager FARAH QAMER-Company Secretary Management

2.8.3

WALID IRSHAID-President & Chief Executive Officer ISMAIL SALIH TAHA-S.E.V.P (HR & Admn) MUHAMMAD NEHMATULLAH TOOR-S.E.V.P (Finance) M. MASHKOOR HUSSAIN-S.E.V.P (Operations) FAZAL HUSSAIN-S.E.V.P (Corporate Affairs) SIKANDAR NAQI-S.E.V.P (Special Projects) DR. SADIK AL-JADIR-S.E.V.P (Commercial) SHAUKAT HAYAT JAVED-Acting S.E.V.P (Technical) FARAH QAMAR-Company Secretary DR. SAJID QURESHI-E.V.P (Legal Affairs)

Figure 2-1: Organizational Chart

2.9 Objectives of the company


The primary objective of Pakistan Telecommunication Company limited is to provide telecommunication services to the people in the country or in short to satisfy the telecommunication needs of its customers. Responding to the rapid economic and technologically growth the company is determined to meet the change of expanding needs of telephone in data communication such as public data network, integrated services, and digital network and internet services. The major focus of attention is to improve and expand the service, minimize the faults and provide communication facilities to rural areas. It is also one of the major objectives of the management that the company should not improve its performance but also encourage the private sector to inter the telebusiness. The company has entered the domain of free marketing economy, which necessitates the liberal management in private sector. The following basic policy steps have been taken to meet the objectives laid in PTCL act to expand and operate telecommunication services in the country. The main objectives of any company as to earn the profit and minimize expanses by wining well will in the market.

2.10 Vision
It is our vision to be the leading ICT service provider in the region by achievingCustomers satisfaction and maximizing shareholders value.

2.11 Mission
Our mission is to achieve our vision by having: 1) An organizational environment that fosters professionalism, motivation and quality; 2) An environment that is cost effective and quality conscious; 3) Services that are based on the most optimum technology; 4) Quality and time conscious customer service; and 5) sustained growth in earnings and profitability.

2.12 Core Values


In achieving our mission and making our vision a reality, we will practice the values of professional integrity, customer satisfaction, team work and company loyalty.

2.13 Customers
PTCL has different type of customers. They include Telephone subscribers. Internet service providers (ISPs) Telegraph/telex users PCOs Mobile Phone Companies

2.14 Switching Technology


There are 7 different kinds of switching technologies currently operational in PTCL network. Alcatel Siemens NEC Ericsson Huawei J.S telecom ZTE

With these different switching technologies PTCL is running its huge network and providing different communication facilities to its customers.

2.15 Subsidiaries and Competitors


As already mentioned, presently PTCL has to face war with major competitors in mobile phone & WLL telephony operators, however, there are also competitors of its following subsidiaries/products

2.15.1

Subsidiary/Product

Competitor There are about 100 competitors of throughout the country to provide Internet service to the

Multimedia & Broad Band product (ISP product) customers.

However, some of the major competitors Cyber net, Apollo, World Call 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. Wireless Local Loop (V-Fone) Go CDMA, Wateen Telecom & World Call are the Fixed Wireless Telephone PTCL. Table 2-1: Numbers of cellular subscriber in Pakistan No 1 2 3 4 5 6 Source: Company Mobil ink Ufone Telenor Warid Zong Instaphone from Pakistan Subscriber 30,800,354 18,510,175 22,500,789 18,847,315 6,920,234 1,073 Telecommunication competitors of VCards, Global Telecom World and ISPs are Online,

Retrieved

Authority

(http://www.pta.gov.pk)

2.16 Competitors 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 than 800 million subscribers of mobile phone. There are 03 big players in mobile phone industry but 3 of them are the competitor of PTCL: Mobilink Telenor Warid Tel

Other players in Land Line industry: Operator NTC Brain Limited World Call Union Communication Naya Tel

2.17 Main Offices


The Head Office of Pakistan Telecommunication Company Limited is situated in Sector 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. Apart from these, PTCL has an Optical Fibre

These Regions provide Telecommunications services to the customers in their respective areas. by a General Manager to install, operate and look after optic fibre systems/cables. Construction Region Lahore and Optic Fibre System Islamabad, each headed

2.18 Regulatory Authority


The government of Pakistan controls the telecommunication sector through regularity Powers via the ministry of communication and through Pakistan telecommunication Authority (PTA), which was formed under ptcl reorganization October 1996. One of the key aspects of telecom October 1996 was to stress the independence of PTA, which is now the main regularity of Pakistan.

CHAPTER N0 3
2.19 Human Resource Management
The human resource department in ptcl was formally establish in 1996 and it was re-organized in 2005. Ptcl human resource system is kown as HRIS-PTCL and it is working under regional centres.

2.20 Overview Of HR Policies And Practices


The functional responsibilities of this department include core human resource areas like Recruitment & Manpower Planning, Training and Development, Performance Management, Succession Planning, Organizational Restructuring, building competitive market pay structures, developing the HR policies, Procurement etc. this department also indulges in administrative responsibilities including overall maintenance of the company, management of the Training Colleges and Institutes, providing medical services to the employees, employee relations etc.

2.21 Job Analysis practices of the organization.


As the Human Resource development section or any personnel department starts its HR functions with the proper planning for the prosperous future of the organization. The Job analysis is the important step of the HRD section of the PTCL for the effective planning. As far as the planning is considered in PTCL it relates to the BODs. The board considers many aspects of the planning in the context of job analysis. This function is distributed among the BODs and the HRD section. As the recruitment of the grade 10 and 9/8 which is the CEO, and RPO, s or PM respectively. So the job analysis is done through the HRD section but the help and approval of the CEO and then further by the BODs. The HRD section makes job analysis for Creation of the new jobs The performance of the present job Removal of the existing job Decide What Vacancy You Have

The personnel department's first task is to carry out a job analysis by deciding the exact nature of the job, and the knowledge, skills and other qualities required doing it. (With sole proprietors, exactly the same procedures would be followed in all stages of recruitment and selection, except that the sole proprietors themselves would do the tasks involved.) 2.21.1 Job Description Against Job Standards

Produce an outline of the broad responsibilities (rather than detailed tasks) involved in the job the personnel department would then produce a job description. This describes the nature of the job and the responsibilities involved, usually in great detail. The job description is useful for informing applicants exactly what the job entails, and also for settling any later disputes about the tasks that the person appointed has been asked to perform. 2.21.2 Job Specification

Job specification is also written, stating the qualifications, skills, previous experience and other personal qualities that the person must have. What skills, experience, qualifications and attributes someone will need to do the job as defined in the task analysis and job description. The organization like which has almost 1060 to 1070 staff members. Lets we take an example of the post of the PTCL, title is Manager Community Training (Hr Manager). As the post is related to the field and the relation is directly to the gross root level. So the job will specify be according to the needs and the requirement of the job. 2.21.3 Job Evaluation

is the process of systematically determining a relative internal value of a job in an organization. In all cases the idea is to evaluate the job, not the person doing it. Job evaluation is the process of determining the worth of one job in relation to that of the other jobs in a company so that a fair and equitable wage and salary system can be established.

2.21.3.1 Evaluation types Job Ranking is the most simple form. Basically one just orders the jobs according to perceived seniority. This is easy to do in a small organization, but gets more and more difficult as different jobs exist within the company. Pair Comparison introduces more rigor by comparing jobs in pairs, but really it's a more structured way of building a basic rank order. Benchmarking or slotting sets up certain jobs that are analyzed in detail. These are then used for comparison to slot jobs against these benchmarks. Job Matching allocates benchmarks too, but when a position is matched the elements of the job that differ are re-evaluated. Usually this evaluation will be done with a Point Factor Analysis (PFA) or classification system.

2.22 SWOT Analysis for the demand forecast


PTCL is a largest telecommunication provider Company in Pakistan. I have analyzed the Organization during my Internship and on the basis of data provided, general discussions and observation I have concluded the following findings: 2.22.1 Strengths:

The strengths included the following: 2.22.1.1 Well Defined Policies And Procedures: PTCL has very transparent and balanced policies and procedures by considering gender equality, diversity as one of the important components. 2.22.1.2 Open Communication: The organizational structure is very friendly and open and every one has the freedom of advice. There is no such lengthy procedure of communication. One can easily communicate with others.

2.22.1.3 Open Door Policy: The employees can easily communicate with their supervisors and they are almost always available to discuss their problems and suggestion. This provides the strength to the whole organization. 2.22.1.4 Learning Opportunities: PTCL provides the learning and development opportunities to the staff for the improvement of their skills in the required areas. 2.22.1.5 Collaboration: Collaboration is one of the strength of the PTCL in the sense that teamwork is given importance and for a good teamwork collaboration is one of the factor, which is observed in PTCL. 2.22.1.6 Organizations Structure: The organizational structure of the PTCL is one of the important strength of the organization. From economic point of view organization offers attractive salary packages and incentives to the employees. Besides this learning wise the structure is also strong because it provides the organizational as well as individual learning. 2.22.1.7 Hrmis: HRMIS (Human Resource Management Information System) is one of the strength in the sense that its become more easy and convenient to perform HR functions by using the MIS (Management Information System). 2.22.2 Weaknesses:

Following are some of the weaknesses of the PTCL. Contingency plans exist but requires more detailed work and improvement to be effective. In the technical staff there lies the employee retention problem due to new companies heavy salary packages in this field.

After the success and completion of Volunteer Separation Scheme (VSS), PTCL is facing shortage of the employees because some of the exchanges have been left non functional as all of the employees in those exchanges have opted the VSS and that had been approved after which the vacancies have not been filled yet.

There is no job description at PTCL; the employees have made them at their own in the company among themselves. ERP department is under process of up gradation at present which is costing a lot to the company in terms of both money and time as well. As the company had been enjoying monopoly in the past and after the liberalization of the telecom sector it did not become the part of the free market in the way it should have and now it has to work hard to become a part of the competition.

The clashes between new employees and the old regular employees affect the working of the company due to professional rivalry and discrimination. Reference check form is an important element of selection process of an employee, the company used reference check but there was no form designed for this purpose formally.

2.22.3

Opportunities:

Like strengths and weaknesses PTCL has various opportunities, which are discussed below 2.22.3.1 Vast Network: PTCL has a vast network spread all over Pakistan. Due to its experience in the field of telecommunications and a trained workforce PTCL has a great opportunity to do well in the deregulated scenario under the Etisalat Management. Market Size Privatization & liberalization of IT sector Govt. IT operations & projects

2.22.3.2 Internships: PTCL provides internship to the students and this thing helps PTCL to take the best internee as a staff for future projects. 2.22.4 Threats:

The threats included the following: 2.22.4.1 Political Conditions: Political instability is one of the major threats for PTCL, which can directly affect the working of the organization and its projects due to law and order situation 2.22.4.2 Government Procedures: The Government of Pakistans rules and regulations are threat because sometimes rules causes delays because of changing policies of government which is an open threat to the field activities in the working and completion of the programs. 2.22.4.3 New Taxes: The Government of Pakistans implements new taxes on calls and other services provided by PTCL. 2.22.4.4 Terrorism Attacks: From the last couple of years Pakistan is under terrorism attacks thats why the investors from outside the country are not investing in the company. 2.22.4.5 Improvement Of Competitive Companies: As other companies enter into the market of Pakistan and they show a lot of improvement in their services this creates a lot of problems for PTCL. 2.22.5

Human Resource Planning (Hrp)

Human resource planning is the process by which managers and teams ensure that they have the right number and kinds of people in the right place, and at the right times, who are capable of efficiently and effectively completing those tasks that will

help the organization achieve its goals and objectives. HRP translates the organizations objectives into terms of the workers needed to meet those objectives. Now every Human Resource planning consists of some steps, the HRD Recruitment policy of PTCL also relies on some steps which are: Mission Formulating: Establishing goals and Objectives Assessment of the current Human resource Human resource information system: Replacement Charts Assessment of future Human resource needs Development of Future programs

If the Organization indicates a understaffing then the management would feel a need for more staff to be hired is such situations recruitment takes place. And on the other hand if HRP indicates over staffing then Recruitment takes place. 2.22.6 Recruitment Help Desk

This section Office records is working in two further subdivisions that are: 1 2 Recruitment Coordination Recruitment Orientation Coordination

2.22.6.1 Recruitment Coordination: This function is performed at Interview Help Desk. In the first place, the candidates are short listed and the department arranges for their interviews. The interview panel is finalized in cooperation with the concerned department. The concerned departments are well coordinated during the interview process. The queries of interviewees are addressed on the spot. After the interviews this section finalizes the whole process of selection making sure that policy guidelines are fully implemented. Besides above described jobs the Recruitment Coordination section performs the activities to farm out the process of hiring. The department does market analysis to capture good head hunters and head hunting is done for job requirements. The job

requirements for all departments of PTCL are addressed to the head hunters. The concerned departments are coordinated with to in order to focus their specific needs. After the requirements and needs of the concerned departments are completed, this section gets approval from HR Head, Senior Executive Vice President (SEVP), to initiate the process upon request of department. Liaison with head hunters is done and necessary follow up is done to make the process fast. After all of the arrangements with the head hunters the department advertises for the job vacancies internally and externally as well, making sure the policy guidelines are fully implemented. 2.22.6.2 Recruitment Orientation Coordination As explained in the lecture delivered by Mr. Imran (Personal Communication). This section has three subdivisions further: 2.22.6.2.1 Recruitment Help Desk (Rhd): This section performs the functions to orient and facilitate the new recruits addressing their queries and providing them help. They inform the employees about pre joining requirements as mentioned in Recruitment Starter Package. The employees scheduled visit by RHD Senior Manager is attended after which the necessary original documents are submitted (attested) from employee. Employees personal file is created and necessary forms are got filled by employee to start the process. The department follows up with different wings to get the following things arranged before employees joining date. 1. Employee number 2. PTCL ID Card 3. Medical Book (Registered at PTCL Dispensary) 4. Allocation of work space with telephone/fax/connections as per entitlement 5. Cell phone handset with a SIM (If entitled) 6. Installation of Official phone at residence as per entitlement 7. Desktop/ Laptop ready to use with internet 8. Official stationery/ Office supplies/ Business cards and other necessary IT resources

9. PTCL email ID 10. Orientation Manual and official telephone directory of PTCL 11. Orientation Program Schedule 2.22.6.2.2 Orientation Program Coordination: (Orientation Of New Recruits After Joining) The duties performed by this section are as follows: 1. Orientation program should start from first Tuesday of every month 2. Necessary preparation is done before joining day 3. Coordination with the concerned departments for the orientation of employee as per pre-defined programs 4. Scheduling programs and necessary arrangements 5. Informing employee about his/her schedule of program with Date/Time/Dept. Name/ Individual to meet 6. Ensure the smooth conduction of overall program 7. Proper record should be maintained of every activity 2.22.6.2.3 Secondees Coordination: This section deals with secondment cases that are the process of induction of employees of PTCL for vacancies in Etisalat in other countries. This section performs Coordination with Etisalat Recruitment in order to identify requirements 1 2 3 4 5 6 7 Addressing Etisalat requirements for secondees through advertising for job vacancies internally Initial short listing of candidates Finalization of necessary actions before interviews Necessary follow ups with Etisalat Scheduling and necessary arrangements for interviews Follow Secondees Policies for placement of selected staff Maintaining proper records for all PTCL Secondees to Etisalat

As I had the limited time in the organization and the HR Department of the company is very big so I could have the lectures on some of the departments in which I could not work the explanation is given further in the following.

2.23 Selection Process Of Ptcl


The recruitment follows the selection process of the HRD.The earlier guide lines delivered in the recruitment process of the PTCL will help the HRD section in making proper selection of the candidates. As recruitment is the development and maintenance of adequate manpower sources. So the PTCL make selection either from the inside or from the outside the organization. Not only PTCL but every good organization gives more preference to their existing staff. The reason behind that is many but one is the employees motivation in the belongingness with the organization. The major sources are Selection from within the organization Selection from outside the organization Selection From Within The Organization

2.23.1

HRD section of the PTCL is responsible to carry out the selection process. And the staff of the PTCL is given more importance because the organization knows the performance of all the employees. The internal organization selection starts from Internal Advertisement Short Listing of the Candidate Aptitude / Written Test and Interviews

2.23.1.1 Internal Advertisement The internal advertisement is done throughout the organization either with the help of the display the job on the notice board, Employee referrals and etc. This basic aim behind this advertisement is to well aware of the internal pool of the organization. Once the advertisement is carried out then before the last date the resume or the CVs received of the existing employees.

2.23.1.2 Shot Listing Of Candidates Once the last date is over then the short-listing starts. As HRD section jobs descriptions and specifications that makes the life easy of the HRD section. They make the short listing of the deserving candidates and call them. 2.23.1.3 Aptitude / Written Test Or Interviews The candidates on the specifies dates are called to the specific places like for the post for ABBOTTABAD Region and of grade 5 will concerns with HRD Abbottabad regions and will send the information about the selected candidates. The rejection of the candidates for a post take place at two stages of the selection process i.e. before the interviews at the short listing stage and after the final selection. 2.23.2 Selection From Outside The Organization

The following is the detail selection process, involve External Advertisement Short Listing Aptitude/written test/ interviews Documentation and Verification

2.23.2.1 External Advertisement The PTCL HRD section starts its external selection with the external advertisement. They give the advertisement in the different Medias i.e. print and electronic media. The print media covers the daily newspapers. They give the advertisement mostly on the weekends both in the English and Urdu newspapers. 2.23.2.2 Short Listing Here the short listing is different and difficult comparing the internal selection. Because the number of the candidates will be more and large in number. The short listing is given more time and more care because once deserving or undeserving candidate will affect the whole process of the selection. Thats why the PTCL always gives importance to short listing.

2.23.2.3 Aptitude / Written Test And Interviews After the short-listing then the race starts. In the tests the candidates is given tasks and written assignments by the selection committee of the HRD section. So the highest or top scorer given more points and chances are bright for the post. There is also some presentation given by candidates during the interviews. Through the lectures or the presentations on the specific topic they check the communication skills. 2.23.2.4 Documentation And Verification At the end of the selection process the Documentation and Verification about the candidates takes place by the HRD section. They check the information given by the candidate is either true or false. Plus verification of their documents before offering them jobs or appointment latter. A model appointment latter is given at the end in the Annexure V.

2.24 The Development Function


PTCL provides all confirmed management employees with opportunities to acquire knowledge and develop skills through training and self-development to the mutual advantage of the employees and the company in order to: 1. Prepare employees adequately for their initial jobs. 2. Improve the performance of the employees in their present jobs. 3. Prepare them for positions of higher responsibilities. 4. Inculcate attitudes desirable for collaborative inter-personal relations. 5. Ensure that the company has the optimum quantity and quality of human resources to meet its current and future needs as defined by the business plans. 6. Ensure opportunity for growth and development of all employees. 7. Ensure optimum utilization of the skills, knowledge, aptitude and ability of all employees. 8. Ensure throughout each individuals career, a high level of motivation and contribution to the success of the company.

9. Provide them with personal satisfaction through their achieving the most of their abilities. 10. Identify the aspirations of the employees and facilitate the fulfillment of these aspirations through career development. 2.24.1 Training & Development

The role of training and development in a service involved organization is many times more in comparison with what it has in a manufacturing involved organization. This role becomes more significant in a situation where the need to transform organizational culture is identified as the most glaring problem and the most difficult impediment on the way to organizational growth. PTCL employees are a great asset not only for the company but also for the country. Their marvelous potential is yet to be exploited. Their skills need to be developed, their expertise need to be updated for which training and development department is at their disposal to cater to their training needs. At PTCL, training and development team would never miss an opportunity to contribute towards the betterment of the company. Training and Developments is playing an essential role in changing PTCL from a government sector organization to corporate sector company. PTCL consider every employee of the company as our customer and firmly believe that meeting their expectation would help us achieve customer satisfaction. We look forward to your input for making our endeavors more effective. The Training and Development has a clear road map of activities and is committed to provide high quality trainings for the development of every single employee. Table 2-2: Training centers of PTCL Islamabad PTCL PTCL Training PTCL Training

Academy PTCL Training Center Lahore PTCL Training Center Karachi

Center Peshawar PTCL Training Center Haripur PTCL Training Center Quetta

Center Multan PTCL Training Center Sukkur PTCL Training Center Faisalabad

2.24.2

Types of Training

Different types of trainings are arranged for the employees of PTCL during their tenure for keeping their capabilities up to the mark. These trainings includes: 2.24.2.1 A) Orientation Training

Every new employee will be given a 15 days course of orientation to familiarize him with the company organization, functions, activities, policies, procedures and programs. This type of training would be on an individual basis or a group class room training depending on the number of participants available. The duration and contents of the course will be determined to meet the needs of individuals concerned in consultation with respective Department Heads GM/ AGMs/Managers, depending upon the type of job and the time needed. Newly hired employees as well as the promotes assigned to new fields of activities will be given on the job training for a period ranging from one week to twenty four weeks as may be deemed necessary. 2.24.2.2 B) Technical And Specialized Training Job knowledge is an essential part of ones responsibility in any position. Since technology, methods, processes are changing at a fast rate, it is imperative that employees should learn new skills and techniques through specialized and technical courses organized within the Company, or by outside agencies. It is through these courses that the employees will be able to reach a high level of proficiency. 2.24.2.3 C) Supervision/ Management Development Through InHouse Training

Courses & Courses Conducted By Outside Organization In Pakistan. In order to have a balanced approach to an all round development of our management employees, appropriate emphasis will also be laid on the development of supervisory and management skills in the employees. To this end, selected employees will participate in formal class room courses/ workshops which may be either company organized or conducted / sponsored by outside organizations such as Pakistan Institute of Management, Pakistan Management Association or other similar organizations. Standard basic management training programs which may be

considered for participation are Effective Supervision, Practice of Supervision Problems of Management, Advance Management Course, and Management Course for Junior Executives, Problem Analysis and Decision Making, Conference Leadership and Job Instructions Methods etc. The employee will be exposed to these development courses in a systematic manner. The Superiors of the participants will be responsible for follow up on the training and for ensuring that the techniques and methods learnt by their subordinates are applied to on- the job performance. Nomination of an employee to attend such courses will be at the discretion of the Management. Personnel Department would circulate the list and contents of courses and would request the heads of department to make nominations keeping in view the requirements of particular staff members. 2.24.2.4 D) On-The-Job Training It is well regarded that the best place for effective learning to occur is on-the-job i.e. the employee learning the job by doing it under skillful instruction and coaching by his superior. Since many Supervisors / Managers are not trained instructors, the Personnel & Administration Department will provide Training of the Job Instructions Methods through Practical Supervision Course. 2.24.2.5 E) Self Development Recognizing that self-development is the primary responsibility of the individual, company would provide opportunities for development through making available professional literature, arranging job rotation, counseling and discussions and seminars relating to the job of the individual. 2.24.2.6 F) Training Outside Pakistan For acquiring specialized skills, the company may nominate management employees for training abroad with international training institutions of repute. Also nominations may be made for suitable courses and seminars abroad if such opportunities are offered by foreign governments or institutions to Pakistan either directly to the Company or through Government Agencies. The Chief Executive on

recommendation of General Manager and Department Head will review and approve all such courses.

2.25 Compensation
PTCL employees are divided into three categories on the whole that is: 1) New Terms and Conditions (NTC). 2) New Compensation Pay Grades (NCPG). 3) Regular. The total number of employees at PTCL are 2600, 8400 and 20000 under categories 1, 2 and 3 respectively. NCPG and NTC employees are salaried under same general formula that is-Basic pay + House rent + Utility allowance. Where as the Regular employees follow the compensation plan as that of government employees. PTCL is offering 45 types of different allowances to its employees besides the basic salary. Out of these 45, employees get a combination of 9 to 10 types normally that are included in their pay depending on their designations, category under which they are working and the location of their work. Some of the allowances can be common to all employees like medical allowance for all the regular employees is Rs. 400. The number of allowances increases with the level of designation. Some of the compensations and allowances are mentioned as under: Free Service Telephone Connection (FSTC) is given to the employees through land line but differs in the number of free units provided according to the designation. General Managers and above level of employees are given the mobile phones and mobile cards up to the limits according to their designations. Headquarters allowance is given to all the workers that are working at headquarters. Gratuity that is one month basic pay is calculated for the regular employees for every completed year and is given to the employees in the end of their service.

2.26 Internship activities


Detail of internship department wise/task performance 2.26.1 Training & Development

In the first three weeks, I worked in the training and development department under the supervision of Mr. Ijaz where I was thoroughly introduced with the company, how it functions, its major departments and its current projects on which PTCL employees were working i.e. Quality Awareness program. I was assigned to list down all the products and services PTCL is offering at the present moment and the detail of each to understand the complex technologies PTCL is using to provide quality products and services to its customers. I was also assigned some practical work like listing down all the HR consulting firms on the excel sheet that consisted of the firm name, address and phone number. During these weeks, I keenly observed how the employees work within a team and communicate with each other. These two aspects are very important as teamwork and communication Enhances success. Promote creativity. Builds synergy. Promotes trade-off and solves problems. Is fun and reduces tension and conflicts. Helps both large corporations and small groups. Responds to the challenge of change.

I also worked on MS excel to create a log of leaves different employees took during their working period in the organization from December 2008, to July 2009. PTCL has leave forms that are filled by the employees who want to take a leave for a day or so. All the record is gathered in a file manually and then shifted on the excel sheet to check the absenteeism rate of the employees.

2.26.2

Recruitment & Selection

For the fourth and fifth week I worked in recruitment and selection under the supervision of manager Mr. Ishtiaq. During that period of time, I learned how the recruitment and selection process works, how the CV's of all the candidates who have applied for the particular jobs are saved into the database and those fit for the job are screened out. Then I informed the candidates for the interview through telephone calls and maintained the data. 2.26.3 Clearance help desk

For the last week, I was placed in the clearance help desk section under the supervision of an HR Specialist. In this section, I was given the responsibility of updating and maintaining the data of employees who have availed the VSS offer. The data was organized in the excel sheet in which I had to add the names of the employees date wise. In the last week, I reviewed all the information I had gathered through direct observation and organized the material to include it in my internship report. The material I received was very useful and the employees provided all the factual information to create an error free report and helped me learn all the dimensions of PTCL that is currently operating and serving millions of its customers without any complexity.

Chapter 4
Pakistan Telecommunication Corporation limited (PTCL) is one of the big organizations of Pakistan. Its Head office is in Islamabad and it is under the ministry of science and technology. It has currently more then 60000 employees. The nature of the organization is based on the Bureaucratic Structure (organic structure: Highly routine operating tasks, work specialization, formalized rules and regulations, centralized authority, narrow span of control and decision making that follows the chain of command)

3.1 Analysis, Findings and Implications

PTCL organizational hierarchy has three main levels The Chairman presides the company who has Basic Pay Scale is 21-or above. Under the Chairman Authority seven departments which are: Administration, Finance, Public Services, Planning, Internal Communication, Technology Transfer and Research, and Operations. Two positions are also under the authority of Chairman these are the Chief Internal Auditor and the Media Advisor. The seven departments are lead by the Director Generals. And under the authority of each Director General there are more the 35 General Managers which are leading the various divisions. Under the authority of Director General also there are 10 CEs of various divisions. PTCL is the profitable organization the main reason behind its success is the organization is pretty very conscious and caring about their employees. The organization view the personality as each employee has a good mixture of Good Educational background, Technical skills and Interpersonal skills. The peoples of PTCL should capable, confident and has mastery of detail in his area of duties. They dont believe that only on the personal appearance & attractiveness is the criteria of selection process, even the career development just only base on the seniority. Ptcl also deals the factors of overall personality which are significantly be considers in selection and recruitment process. PTCL is very much conscious about recruiting the peoples as employees and uses the Personality Job-fit Theory during selection and recruitment. The nature of the organization although has Technologically Operational Oriented, so the overall personalities of the employee of Paknet are highly influence through Engineering and Communication Technologies, thats why the weight-age of the Technical skill influence more then Human and conceptual skills. The reason behind this strategy is that the organization has Bureaucratic Structure (organic structure: Highly routine operating tasks, work specialization, formalized rules and regulations, centralized authority, narrow span of control and decision making that follows the chain of command). The PTCL uses Personality-Test approach and conduct various types of personality tests to fulfill their criteria of choosing the appropriate employees as the Personality Job-Fit theory passion to analyze the set of following skills:

Technical Skills Human 0r Interpersonal Skill Conceptual Skill

The devices which are used during the assessment of employees are the Interviews, written tests and the Work Method and the most important is the experience. A heredity factor in PTCL doesnt consider much more but only the Technical skills. Heredity refers to those factors that were determined at conception. Physical structure, facial attractiveness, gender temperament, muscle, composition and reflexes and Biological rhythmus are generally considered during assessment process. Each of the three departments has their own standards of Personality regarding heredity factor. The Administration, Public Services, Internal Communication Department, and the Media Advisor employees has the following characteristics are: Normal Physical structure regarding weights and highs of employees of the employees, the facial attractiveness is reasonably found particularly marketing peoples and good facial attractive womens are working and providing services regarding the marketing and routine administrative solutions. This is the department where there is significant number of womens working, the employees have greater temperament of work and the employees are working 8 hours which is the standard daily. The characteristics which are above mentioned consider only in reasonable weight-age but the main considerations are on Technical skill, experience and Seniority. These peoples are sociable, talkative and assertive, so the overall dimension of their personality is Extraverts. The other dimension of the employees of this department is high degree of agreeableness because provide the services the customer in a cooperative passion and with trustworthy. They are also conscientiousness people because they are persistent and achievement oriented. They are the Emotionally Stable peoples because they are calm, enthusiastic and confident. But they are not very imaginative, artistic sensitive, and intellectuals. So they are the people of less openness to experience.

The Planning, Technology Transfer & Research, Operation Department employees has the characteristics are: Normal Physical structure regarding weights and highs of employees, The facial attractiveness is reasonably found but it is not very much influence in the personality of employees who are working in the Planning, Technology Transfer & Research, Operation Department, Because their major concern with the system, networks and routers. These are the department where there is not significant number of womens are working. The womens are working as the Telephone Operators only., the employees have greater temperament of work and the employees are working 8 hours averagely daily. The muscle composition reflexes and Biological rhythmus of this department are reasonable. This department requires high degree of specialization. The Finance Department employees have the characteristics are: Normal Physical structure regarding weights and highs of employees of the employees. The facial attractiveness is reasonably found. This department requires high degree of specialization regarding accounts. These peoples from the both the Engineering & Operation Department and Account departments are not very sociable, talkative and assertive, so the overall dimension of their personality is Introverts. The other dimension of the employees of this department is the significant degree of agreeableness because provide the services the customer in a cooperative passion and with trustworthy. They are also conscientiousness people because they are persistent and achievement oriented. They are the Emotionally Stable peoples because they are calm and enthusiastic in their work. And also they are very imaginative, artistic sensitive, and intellectuals. So they are the people of less openness to experience. The PTCL employees characterize themselves as they are Sensing, Thinking and Judging but a mixture of Introverts and Extraverts. They are Master of their own fate Self-monitoring but not Risk Taking.

Chapter 5-Conclusion and recommendations

4.1 Conclusion
The management style has changed after the control of Etisalat in 2006, the tasks are forced by the top management to their employees initially, but now at management level, employees have some power to make decisions. Though there is training department in head office, but the training programs are usually confined to the managerial staff, there is a need of training at all the levels. There are no sub divisions of HR department at the regional office Abbottabad. So when different problems related to HR are raised, they are left unaddressed or consulted with the headquarter, which takes much time. Much discrimination in promotion exists in PTCL. As mobile phone companies grow rapidly, they are a threat to PTCL, people are shifting from PTCL to cellular phones. There is a gap between the old employees and the new employees recruited in PTCL.

4.2 Recommendations
Recommendations are described under two categories: 4.2.1 4.2.1.1 Training As the restructuring is currently in process like introduction of ERP in the organization so there should be a proper training for employees. Until the old employees are trained for the new methods of performing their tasks they would not be able to keep up with changing trends. Favor employee training and development that has measurable objectives and specified outcomes that will transfer back to the job. Recommendations for the organization

4.2.1.2

Discrimination There is much discrimination currently in promotions. This needs to be corrected and there should be an equal promotion opportunity.

4.2.1.3

Reduce policy In the government setup there is a lot of politics going on. People try to move forward by stepping over each other. This should be taken care off and tried to be minimized.

4.2.1.4

Technology People should be brought in to train the employees regarding the emerging technology. They need to keep pace with the up coming and advance technology.

4.2.1.5

Motivation Promotions should be given on performance and they should be justified so that other employees are not de-motivated.

4.2.1.6

Teamwork Teamwork is an effective way to get the best out of the employees so teamwork should be applied. Different people have different ideas and different ways of analyzing things. More projects that require teamwork should be introduced for better employee productivity and performance.

4.2.1.7

Network expansion Mobile networks are reaching those areas where PTCL lines have not reached. PTCL should focus on capacity enhancement to cater for the market demand. Until PTCL expands it network it would not be able to capture the Market.

4.2.1.8

Quality services PTCL should provide uninterrupted telecom services to PTCL customers and other operators. Customer complaints should be taken care of as soon as possible.

4.2.1.9

Revenue loss Market Competition (prices are decreasing, tariffs are decreasing) calling cards are available at lower rates. So PTCL is also forced to reduce its prices to stay in competition. This causes decrease in profits. To avoid this PTCL should gain more customers so that the decrease in prices does not affect the profit margin.

4.2.1.10 Billing system An automated billing data collection system should be introduced. So that data is updated quickly and correctly. 4.2.1.11 Organization culture Need to change the organizational culture. Until a fruitful and healthy work environment is developed people will not be fully motivated to work. 4.2.1.12 Reduce gap between employees Gap between the existing employees and the new employees needs to be reduced. Measures should be taken by PTCL to reduce that gap such as by arranging a lunch or dinner for all the employees to give a chance to meet and sit together. They existing employees should not be hesitant to train the new employees and to share their knowledge and expertise with them. 4.2.2 4.2.2.1 Recommendations for Human Resource (HR)

Properly place employees Employees should be properly fitted within the organizations as well as their jobs. Proper recruiting and selection techniques should assist in creating this match.

4.2.2.2

Address individual differences Recognize that employees are not homogeneous rather; they are individuals possessing a unique set of needs.

4.2.2.3

Set achievable goals The achievable goals must be set within the organizations for the employees so that employees can do them by taking them challenging. Proper feedback must also be necessary at this stage.

4.2.2.4

Performance based rewards The rewards must be paid to the individuals for their performance. The rewards may either bye in form of monetary or something other than that. Each reward must be shown to be the result of achieving organizational goals.

4.2.2.5

Job enrichment To enrich the jobs, management allows the workers to assume some of the task executed by his or her super visor. Enrichment also requires that the workers do increased planning and controlling of their work usually with less supervision and more self-evaluation. By giving employees more responsibility will enhance the motivation level and a sense of autonomy will be experienced by them.

4.2.2.6

Job rotation The technique of job rotation must also be done within the organization. Job rotation provides an opportunity to deal with the problem of general worker dissatisfaction caused by over-structuring or career plateau. It allows employees to diversify their activities and offset the occurrence of boredom and will enhance their understanding about the organization and how each unit functions.

4.2.2.7

Work from home Technology today is providing an unusual opportunity for employees to work also by sitting in their homes. This opportunity must also be provided to the employees within the organization, which also help a lot in motivating, the employees.

4.2.2.8

Flexible working hours Flexible hours must also be provided to the employees at the organization, whereby the employees contract to work a specific number of hours a week but are free to vary the hours of work within certain limits.

4.2.2.9

Recommendations for managing the competition PTCL monopoly expired in January 2003 and after that tough competition from some domestic as well as international organization as, in Lahore World Call has laid their Optic Fiber Cable. To sustain the poison as market leader the following are some suggestion.

4.2.2.10 PTCL needs innovative service offerings Overall PTCL still behaves as a monopoly so it has to change its attitude. At a minimum, avoiding billing errors and providing competent and courteous service to its customers is essential if PTCL wants to show that it is transforming itself to a competitive company which cares for its customers. Excess staff of oversized cadres should be trained and accommodated in accordance with the requirement of modern trends. Integration amongst department should be improved. Existing work force should be optimally utilized and appointment of more staff whether contractual or on regular basis should be discouraged. Expenditure incurred on Traveling Allowance / Daily allowance should be curtailed. Increase service offering at competitive and affordable rates. Increase private investment. Encourage fair competition. Maintain consistency with Pakistans IT and Internet promotion policy to make Internet access affordable.

Safeguard Pakistans national and security assets An effective & well defined regulatory regime, consistent with international best practices.

More research work programs should be introduced to promote innovation and creativity to sustain market pressure and capture more market share compared to its competitors.

References
Dessler (G) (2003), Human Resource Management, 9th edition, Prentice Hall of India private limited, pp 2. Wilson (J) (2005), Human Resource Development, 2nd edition, Kogan page limited, pp 395.

Armstrong (M) (2006), Human Resource Management Practice, 10th edition, Kogan page limited, pp252. Bratton (J) & Gold (J) (1999), Human Resource Management Theory and Practice, 2nd edition, Mcmillan press ltd, pp 320. Robbins, S., Waters-Marsh, T., Cacioppe, R. and Millet, B. (1994), Organizational Behavior, 2nd ed., Prentice Hall, Sydney.

Web Links
PTCL, www.ptcl.com.pk (26 may 2011) www.bearingpoint.com(26 may 2011) Pak gov,www.pta.gov.pk (26 may 2011) Ufone,www.ufone.com (1 june 2011) Businessrecorder.com(1 june 2011) http://www.businessweek.com/magazine/content/05_05/b3918096.htm (1 june 2011) http://telecompk.wordpress.com/ (1 june 2011) http://www.zaheerspeaks.com/2009/02/28/ptcl-declares-rs-5314-billionprofit-after-tax/ (5 june 2011) http://www.scribd.com/doc/12360368/PTA-Annual-Report-2008Chapter-3-Cellular-SEctor-A-major-Part-of-Telecom-In-Pakistan http://www.scribd.com/doc/11170075/PTCL-Company-Analysis

Annual reports and Magazines


Company Annual Reports Magazine Business Economist Economic Survey of Pakistan by Owais Ehsan, On June 3, 2010 PTCL Orientation Manual