Professional Documents
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PTCL Report 2003
PTCL Report 2003
Submitted To: Director (IMS) Pro ! AMMAN ULLAH A"AN Submitted #$: ASI% ULLAH KHAN ROLL NO: &'( ##A)IT Se**io+ (,--.),-/-)
INSTITUTE
O%
MANA0EMENT
SCIENCES1
UNI2ERSITY
O%
SCIENCE
AND
TECHNOLO0Y #ANNU
Submitted To: Director (IMS) Pro AMMAN ULLAH A"AN Submitted #$: %AHAD SHAH 3E# ROLL NO: &'( ##A)IT Se**io+ (,--.),-/-) INTERNSHIP REPORT SU#ITTED TO THE DIRECTOR1 INSTITUTE O% MANA0EMENT SCIENCES1 IN PARTIAL %UL%ILLMENT O% THE RE4UIRMENTS %OR THE DE0REE O% #ACHLOR IN #USINESS ADMINISTRATOR IN IN%ORMATION TECHNOLO0Y
INSTITUTE
O%
MANA0EMENT
SCIENCES1
UNI2ERSITY
O%
SCIENCE
AND
TECHNOLO0Y #ANNU
Sign:
_______________________________
Name: _______________________________
Su8er9i*or: Sign: Name: Stude+t: Sign: Name: _______________________________ %AHAD SHAH 3E# _______________________________ A%TA# KHAN
DEDIACATION I Dedic6te M$ t;i* e ort* To m$ 7o9i+< P6re+t*1 %rie+d* 6+d E*8eci677$ M$ $ou+<er #rot;er Mu;6mm6d N6*ir S;o6ib K;6+ (LAN tec;+ici6+ i+ ETISALAT) ";o*e I+*8ired me to ;69e A Lo+< 7i e Lo9e to Educ6tio+!
S!No.
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STRUCTURE O% OR0ANI3ATION
Organization Structure -' .e$artment /f P'() STANDIN0 OPERATIN0 PROCEDURE /ur work Process S/P -nformation 2 .eskto$ utilities Process flow of deskto$ utility S/P -nformation 2 receiving and solving com$laint Process flow of receiving and solving com$laint S/P -nformation 2 for issuance and receiving it e%ui$ments Process flow of issuance and receiving it e%ui$ments .
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SER2ER AND RESI0N SOP S/P -nformation: for reallocation of -' e%ui$ment after 3esigned Process flow of reallocation of -' e%ui$ment after 3esigned SOP FOR FTTP
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#I#LIO0RAPHY
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ACKNO"LE0MENT
I 6m 9er$ muc; t;6+A u7 to t;e :;o7e *t6 o PTCL He6d 4u6rter I*76m6b6d *8eci677$ t;e o icer* :;o <uided me1 9er$ :e77 coo8er6te me 6+d ;6d 9er$ <ood be;69ior :it; me! T;e 6bo9e *6id o icer* 6re 0M (ITBIO) Li6C6t A*<;6r A7i N6Dmi1 IT M6+6<er RiE:6+ A*;r6 6+d M6+6<er o IT A**et* Abb6** 6:6+! At t;e e+d 6+d 9rer$ muc; im8ort6+t7$ I 6m 9er$ t;6+A u7 to m$ re*8ected Mr! H6Di Am6+ A:6+ coordi+6tor1 Sir A t6b1 Sir 3ubir A;6+ B *ir M6Did A7i S;6; o IMS U+i9er*t$ o *cie+ce B tec;+o7o<$ #6++u or 967u6b7e <uid6+ce B 677 t$8e o Coo8r6tio+ i+ Com87itio+ o our re8ort!
PRE%ACE
Ei<;t :eeA* i+ter+*;i8 i* t;e +ece**6r$ reCuireme+t* or t;e com87etio+ o #6c;e7or* De<ree! %or t;i* 8ur8o*e e6c; *tude+t* o #u*i+e** Admi+i*tr6tio+ i+ I+ orm6tio+ Tec;+o7o<$ ;6* to <o i+ 6+$ Or<6+iE6tio+ or t:o mo+t;* reCuire 8r6ctic67 :orA E58erie+ce 6 ter ;69i+< t;e A+o:7ed<e o t;eor$! I ;69e com87eted m$ i+ter+ *;i8 8ro<r6m i+ PTCL He6d 4u6rter I*76m6b6d! I com87eted m$ i+ter+*;i8 u+der t;e *u8er9i*io+ o 0M (IT B IO) Li6C6t A*<;6r A7i N6Dmi 6+d ot;er o icer* o IT De86rtme+t! I ;69e com87eted m$ i+ter+*;i8 rom /@F-.F,-/- to /.F-(F,-/-1 :it; u77 coo8er6tio+ o 0e+er67 M6+6<er 6+d *t6 o IT de8Gt PTCL He6d 4u6rter I*76m6b6d! I 696i7ed 6 u77 o88ortu+it$ 6bout 677 t;e i+ orm6tio+ 6+d A+o:7ed<e o PTCL! T;i* or<6+iE6tio+ 876$i+< 6 9er$ im8ort6+t ro7e re<6rdi+< 8ro9idi+< Commu+ic6tio+ to t;e Pub7ic to m6Ae T;eir Li9e* Pe6ce u7 6+d com ort6b7e!
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E5ecuti9e Summer$
5rom t#e 6eginnings of Posts 7 'elegra$# .e$artment in 9,1 and esta6lis#ment of Pakistan 'ele$#one 7 'elegra$# .e$artment in 94*8 P'() #as 6een a ma9or $layer in telecommunication in Pakistan. .es$ite #aving esta6lis#ed a network of enormous si:e8 P'() workings and $olicies #ave attracted regular criticism from ot#er smaller o$erators and t#e civil society of Pakistan. Pakistan 'elecommunication (or$oration ;P'(< took over o$erations and functions from Pakistan 'ele$#one and 'elegra$# .e$artment under Pakistan 'elecommunication (or$oration Act 99 . '#e =overnment of Pakistan sold *4> s#ares and control of t#e com$any to Etisalat in *!!4. '#e =overnment of Pakistan retained 4*> of t#e s#ares w#ile t#e general $u6lic #olds t#e remaining *>. P'() E?/ is Pakistan@s fastest += "ireless Aroad6and internet w#ic# offers its customers 2 Bsu$erior += internet ex$erienceC. "it# flexi6ility to roam freely like never 6efore8 in 99 cities Nationwide8 Evo "ireless Aroad6and is ena6ling t#e wireless 6road6and revolution in Pakistan in its true sense. So w#et#er you are =oing on a field tri$8 6usiness tri$ or a family reunion 2 downloading a song8 an image ric# $resentation or t#e latest e$isode of your favorite tv s#ow 2 wit# P'() E?/8 we let you s$end less time waiting and more time working and visiting your favorite we6 sites8 anyw#ere anytime you want. Dust $lug and $lay or work at #ome8 in t#e office or anyw#ere in 6etween wit# t#e unsur$assed 7 ama:ing s$eed of u$ to +. E6$s8 6acked 6y t#e country@s largest "ireless service $roviderF ex$erience t#e evolution of 6road6and revolution at its 6est.
C;68ter /
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/!/ ";6t i* t;e 8ur8o*e o i+ter+*;i8H -nterns#i$ is t#e ca$stone ex$erience t#at $rovides students wit# #andsGon8 realGworld ex$erience in a work setting. -deally8 interns#i$ will ena6le interns to: ;a< integrate and use t#eir knowledge and skills from t#e classroom8 ;6< discover w#ere furt#er com$etence is needed8 ;c< take ste$s to gain t#at com$etence under educational su$ervision8 and ;d< 6ecome 6etter ac%uainted wit# t#e ty$es of work settings in w#ic# suc# com$etence can 6e a$$lied. /!, ";6t t$8e* o :orA c6+ i+ter+ee do 6t 6 *iteH -nterns#i$ $re$ares students for a $rofessional career related to t#e ma9or8 t#erefore it is im$ortant t#at interns get B#andsGonC ex$eriences similar to t#e ex$eriences of $aid $rofessionals at t#e site. -nterns s#ould not $erform t#e duties of clerical or su$$ort staff. Also8 interns s#ould not 6e considered Bsu6stitutesC to fill in for em$loyees w#o are a6sent from work. '#is is an a$$lied educational ex$erience8 t#erefore it s#ould 6e carefully structured to $rovide t#e greatest educational 6enefit to t#e intern. /!> ";6t i* reCuired o t;e i+ter+eeH -nterns are ex$ected to ex#i6it $rofessionalism at all times during t#e interns#i$ ex$erience. '#is $rofessionalism s#ould 6e evident in t#eir interactions wit# clients8 coGworkers8 and su$ervisors. -nterns are ex$ected to a$$ly t#eir knowledge8 skills8 and a6ilities in t#e $erformance of all duties8 to 6e#ave et#ically8 and to follow all rules and $olicies of t#e site. -nterns#i$ is a re%uirement for graduation.
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&istory of P'()
5rom t#e 6eginnings of Posts 7 'elegra$# .e$artment in 9,1 and esta6lis#ment of Pakistan 'ele$#one 7 'elegra$# .e$artment in 94*8 P'() #as 6een a ma9or $layer in telecommunication in Pakistan. .es$ite #aving esta6lis#ed a network of enormous si:e8 P'() workings and $olicies #ave attracted regular criticism from ot#er smaller o$erators and t#e civil society of Pakistan. Pakistan 'elecommunication (or$oration ;P'(< took over o$erations and functions from Pakistan 'ele$#one and 'elegra$# .e$artment under Pakistan 'elecommunication (or$oration Act 99 . '#is coincided wit# t#e =overnmentHs com$etitive $olicy8 encouraging $rivate sector $artici$ation and resulting in award of licenses for cellular8 cardGo$erated $ayG$#ones8 $aging and8 lately8 data communication services. Pursuing a $rogressive $olicy8 t#e =overnment in 99 8 announced its $lans to $rivati:e P'()8 and in 99, issued six million vouc#ers exc#angea6le into 4!! million s#ares of t#e wouldG6e P'() in two se$arate $lacements. Eac# #ad a $ar value of 3s. ! $er s#are. '#ese vouc#ers were converted into P'() s#ares in midG 994. -n 9908 Pakistan 'elecommunication ;3eorgani:ation< /rdinance formed t#e 6asis for P'() mono$oly over 6asic tele$#ony in t#e country. '#e $rovisions of t#e /rdinance were lent $ermanence in /cto6er 'elecommunication exc#anges of Pakistan ;3eorgani:ation< Act. '#e 994 t#roug# Pakistan same year8 Pakistan
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P'() launc#ed its mo6ile and data services su6sidiaries in *!! 6y t#e name of Ifone and PakNet res$ectively. None of t#e 6rands made it to t#e to$ slots in t#e res$ective com$etitions. )ately8 #owever8 Ifone #ad increased its market s#are in t#e cellular sector. '#e PakNet 6rand #as effectively dissolved over t#e $eriod of time. 3ecent .S) services launc#ed 6y P'() reflects t#is 6y t#e introduction of a new 6rand name and o$eration of t#e service 6eing directly su$ervised 6y P'().
As telecommunication mono$olies #ead towards an imminent end8 services and infrastructure $roviders are set to face even 6igger c#allenges. '#e $ostGmono$oly era came wit# Pakistan@s )i6erali:ation in 'elecommunication in Danuary *!!+. /n t#e =overnment level8 a com$re#ensive li6erali:ation $olicy for telecoms sector is in t#e offering. -n *!!0 =overnment of Pakistan decided to sell *4 $ercent of t#is com$any to some $rivate cor$oration. '#ere were t#ree $artici$ants in t#e 6et for $rivati:ation of P'(). Etisalat8 a .u6ai 6ased com$any was a6le to get t#e s#ares wit# a large margin in t#e 6et. =overnmentHs $lan of $rivati:ing t#e cor$oration were not welcomed in all circlesF countrywide $rotests and strikes
were #el$ 6y P'() workers. '#ey disru$ted $#one lines of institutions like Pun9a6 Iniversity )a#ore along wit# $u6lic sector institutions were also 6locked. Eilitary #ad to take over t#e management of all t#e exc#anges in t#e country. '#ey arrested many workers and $ut t#em 6e#ind 6ars. '#e contention 6etween =overnment and em$loyees ended wit# a +!> increase in t#e salaries of workers.
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services to t#e nation and still #olds t#e status of 6ack6one for countryHs telecommunication infrastructure des$ite arrival of a do:en ot#er 'elco@s including telecom giants like 'elenor and (#ina Eo6ile. '#e com$any consists of around *!!! tele$#one exc#anges across country $roviding largest fixed line network. =SE8 (.EA and -nternet are ot#er resources of P'()8 making it a gigantic organi:ation. '#e =overnment of Pakistan sold *4> s#ares and control of t#e com$any to Etisalat in *!!4. '#e =overnment of Pakistan retained 4*> of t#e s#ares w#ile t#e general $u6lic #olds t#e remaining *>. P'() is also $art of t#e consortium of t#ree ma9or Su6marine communication ca6le networks: SEAGEEG"E +8 SEAGEEG"E , and -GEEG"E. -n addition to wire line o$erations8 P'() also $rovides fixed line service t#roug# its countrywide (.EA 6ased ")) ;"ireless )ocal )oo$< network8 under t#e ?fone 6rand name. -n t#e cellular segment8 t#e second largest cellular $rovider in Pakistan8 Ifone8 is also a w#olly owned su6sidiary of P'().
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EVP EVP
GM GM EVP EVP !e"al !e"al Sr. Sr. Manager Manager EVP EVP P%O P%O Manager Manager EVP EVP Internal Internal #u$it #u$it
Specialist/AM Specialist/AM
MT MT
Non-Technical Non-Technical 16
BZ BZ Centra Centra ll
SEVP SEVP
(CFO) (CFO)
SEVP SEVP
BZ BZ Sout Sout
CTO CTO
SEVP SEVP
CIO CIO
HR HR
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of instructions covering t#ose features of o$erations w#ic# lend t#emselves to a definite or standardi:ed $rocedure wit#out loss of effectiveness.) "e $re$are t#e following S/Ps.
UTILITIES
S/P 'itle
.eskto$ utilities
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?!,!, ORI0INATED
Pre$ared 6y: /riginating .e$artment: /riginator &ead: 5a#ad s#a# :e6 7 5awad k#an -'/
Names:
Signatures
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?!,!> Proce** 7o: o de*Ato8 uti7it$ '#e user com$laint to t#e -' service .esk for t#e following Activities.
"indow -nstallation /ffice *!!+G*!!1 G*! ! $rofessional Pro9ect *!!+G*!!1 Professional ?isio *!!1 $rofessional ES /utlook EacAfee;EP/< +.4.!.01, or later Acro6at 3eader "-N3A3
com$laint for Itilities Iser Email8 P#one #el$deskK$tcl.net.$k !0 G**8+!+9 !0 G**8+ +,44 !
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'#e -' Service .esk receives t#e (om$laint and sends to -' re$resentative. Action item: Action 6y: Eet#od of communication: Send an -' re$resentative -' service .esk Email8 $#one8Pit:
'#e -' re$resentative solve t#e $ro6lem. Action item: Action 6y: solution of $ro6lem -' re$resentative
-f t#e $ro6lem is not solved 6y t#e -' re$resentative t#en t#e -' re$resentative 'ransfer t#e $ro6lem to t#e -' service .esk. .uration: All t#e $rocess will 6e done "it# in 9:!!am to ,:+!$m
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'#e -' service desk $re$are $urc#ase re%uisition and forwards t#e re%uest to Procurement .e$t ;is t#e ac%uisition of a$$ro$riate goods andMor services at t#e 6est $ossi6le total cost of owners#i$ to meet t#e needs of t#e $urc#aser in terms N<. '#e $rocurement .e$t issue a $urc#ase order and forwards t#e P/ to a vendor. ?endor sent t#e -' e%ui$ment ;mention in P/< to t#e -' service desk. '#en t#e -' service disk issue recei$t to user. '#e user signs t#e recei$t and gets t#e -' e%ui$ment. '#e recei$ts contain name of t#e e%ui$ment8 serial num6er of e%ui$ment8 date of issue8 sign of user8 sign of =E are mentioned. After signing recei$t t#e user get t#e e%ui$ment.
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After * year #e resigns t#e 9o6 and wants t#e la$to$ for $ersonal use. '#en #e will $ay *08!!! to t#e &3 de$t due to de$reciation in t#e e%ui$ment. -f t#e em$loyee doesn@t want t#e la$to$M deskto$ after retirement or after resign t#en em$loyee transfer t#e la$to$M deskto$ to Senior Eanager or to Eanager. -n case some one else stole an em$loyee e%ui$ment. '#en &3 $olicy will 6e im$lemented on t#e em$loyee.
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Fttp://ftp.ptcl.net.pk
ptcl
Support
;i< Iser name: $tcl ;ii< Password: su$$ort *. (lick )og/n and t#ere are a num6er of different folders will a$$ear
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,. Sim$le co$y t#is file and $ast w#ere you want to kee$ it. '#is file automatically will 6e downloaded on your re%uired location.
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#IO0RAPHY
"1# ;*< ;+< ;,< www.$tcl.net.$k =E -' 7 -/ )ia%at Asg#ar Ali Na9mi Eanager -' Asset Eu#ammad A66as Eanager -' Eu#ammad 3i:wan
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