CHAPTER-1

INTRODUCTION
1.1

BACKGROUND OF THE STUDY

The Telecommunication Sector around the world is going through a process of

rapid change in information technology and convergence with focus on mobile internet
and value added services. In line with global trends and for meeting the emerging
demand, major initiatives have been taken by PTCL to upgrade its network, introduce a
range of new value added services, develop a portfolio of information technology,
internet, bandwidth related services and should revise its organizational structure to
make it more conducive to deal with the change and commercialization process to
enhance the revenue potential of the company. The Socio-economic growth of a
developing country depends mainly on the telecommunication sector and its
involvement in information technology; Tele-marketing and E-Commerce makes it an
integral organ of the overall development of the country.

1.2

PURPOSE OF THE STUDY

The purpose of the study is to analyze the existing Human Resource

Management of Pakistan Telecommunication Limited (PTCL). In order to compete in

the new environment, especially when the de-regulation of the industry and entry of
Private Telecommunication Companies is at the door step, it is essential for PTCL to
upgrade its systems, resources and infrastructure to overcome the future challenges.
The main objective is to review the existing workforce including allocation in order to
make recommendations for optimizing resource allocation taking into account the
current organization. Based on the analysis, short and long terms recommendations are
made for the improvement of PTCL interns of Human resources management. A new
Organ gram has been proposed. In addition, an action plan/schedule has been devised
with time frame and steps as to how these can be implemented.

1.3

SCOPE OF THE STUDY

The scope of this particular study is confined to PTCL Management/

organizational structure. More especially the Human resource management department

of PTCL is the major emphasis of this study. The objective is to identify the most
appropriate organizational culture for PTCL in competitive environment.
HR is the vast subject so this report comprises the main functions of HR
1.
2.
3.
4.

1.4

Recruitment
Selection
Training
Performance evaluation

METHODOLOGY OF THE STUDY

To study an organization, one needs to have reliable and relevant data and

information. The study makes use of two kinds of data, gathered through different
sources, which can be grouped as primary and secondary data
1.4.1

Primary Data
The data collected for the first time is called primary data. The sources for the

primary data were discussions with Chief Engineers, General Managers and
unstructured interviews with the staff of PTCL and my personal observations.
1.4.2

Secondary Data
The data which has gone through mathematical and statistical techniques after

its collection is called secondary data. The secondary data sources which were
consulted during my study are the manuals, rules and procedural hand books, brochures
and annual reports of PTCL material available at HR Department, newsletter, internet
and books available on management.

1.5

SCHEME OF THE STUDY

The report has been divided into six sections in the following sequences
Chapter -1
This section comprises the background of the study. It also looks into the
purpose of the study, scope, methodology, scheme of the study.

Chapter -2
This is the main body of the report. This gives an overall review of the PTCL. It
is composed of PTCL History, nature of organization, business volume, product line,
major competitors and brief introduction of the branch where I did my internship.
Chapter -3
This section encompasses organizational hierarchy chart, total number of
employees, main offices, introduction to hr department, with special emphasis on
functions of HRM department in PTCL.

Chapter -4
In this chapter critical analysis is done, vision and mission, comparison and
evaluation of organization vision and mission are done.
Chapter -5
This section consists of SWOT analysis.
Chapter-6
In this section action/implementation plan has been given which shows that how
recommendations should be implemented.

CHAPTER-2
OVERVIEW OF THE ORGANIZATION
2.1

BRIEF HISTORY
Over the years, technology has changed the concept of communication and

what was thought to be a fictional only a decade ago, has actually made its way through
to our hands today. This is the future we dreamt of so fondly. Welcome to the modern
age, of telecommunication, which have become complementary to our lives. But there
must also be an anchor to introduce, allow, improve and channelize all these services
and innovations sweeping through the globe. In Pakistan same anchor is Pakistan
Telecommunication Company Limited from the humble beginnings of posts and
Telegraph Department in 1947 and establishment of Pakistan Telephone and Telegraph
Department in 1962, to this very day, PTCL is a story of commitment and vision.
Pakistan Telecommunication Corporation (PTC) set sails for its voyage of glory In
December 1990, taking over operations and functions from Pakistan Telephone and
Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This
coincided with the Governments competitive Policy, encouraging Private Sector
participation and resulting in award of licenses for Cellular, card-operated Payphones,
paging and, lately, data communication Services. Pursuing a progressive policy, the
Government in 1991, announced its Plans to privatize PTC, and in 1994 issued six
million vouchers exchangeable into 600 million shares of the would-be PTCL in two
separate placements. Each had a par value of Rs.10 per share. These vouchers were
converted into PTCL Shares in mid 1996.In 1995, Pakistan Telecommunication
(Reorganization) Ordinance Formed the basis for PTCL monopoly over basic telephony
in the country. It also paved the way for the establishment of an independent regulatory
regime. The Provisions of the Ordinance were lent permanence in October 1996
through Pakistan Telecommunication (Reorganization) Act. The same year, Pakistan
Telecommunication Company Limited was formed and listed on all stock Exchanges in
Pakistan. Since then, PTCL has been working vigorously to meet the dual Challenge of
telecom development and socio-economic uplift of the country. This is characterized by
a clearer appreciation of ongoing telecom scenario where in convergence of
technologies continuously changes the shape of the Sector. A measure of this
4

understanding is progressive measures such as Establishment of the companys mobile

and Internet subsidiaries (U-fone and Paknet) in 1998.
As telecommunication monopolies head towards and imminent end, services
and infrastructure providers are set to face even bigger challenges. Pakistan also
entered post-monopoly era with deregulation of the sector in January 2003. On the
Government level, a comprehensive liberalization policy for Telecom sector has already
been announced now. Now PTA have issued License to two new telecom companies in
Pakistan TELENOR international and WARID TEL this act will put some challenges
for PTCL to cope with. PTCL is in process of enhancing organizational and business
Proficiency through vertical integration and horizontal diversification. At the same
time, cross-national ownerships, operations and partnerships are being evaluated with a
view to developing and diversifying the business.
Table.1
Few historical developments of PTCL through the years

2.2

NATURE OF THE BUSINESS

Pakistan Telecommunication Company Limited (PTCL) is the primary provider

of Telecommunication services in Pakistan. The range of services include basic
telephony, telegraph, fax, telex, Public data, Internet, E-mail, ISDN (Integrated
Services Digital Network), Universal Access Numbers (UAN), another value added
services.
Pakistan Telecommunication Company Limited is a professionally managed
company and has initiated measures, with active support of the Federal Government, to
inculcate a corporate culture that benefits company. Pakistan Telecommunication
Company Limited believes that it has an inherent potential that it can exploit to emerge
as an important and active business entity.
Pakistan Telecommunication Company Limited has some basic strength and the
potential that needs to be exploited into real business opportunities. The Directors of
the Company feel that a firm and unwavering commitment towards provision of a
complete range of market driven telecommunication services to its customers using
state of the art technology proven products and a customer care approach is essential in
a rapidly expanding telecom market. The radical change from a monolith state
controlled culture to a open market competitive environment. The customer is
becoming and more conscious of the value of telecom services in an improving
business environment.

2.3

BUSINESS VOLUME
We have the largest Copper infrastructure spread over every city, town and

village of Pakistan with over million installed lines. The network has over 6 million
PSTN lines installed across Pakistan with more than 3 million working. Furthermore
installed capacity of broadband is more than 0.6 million ports spread across 605 cities
and town of the country.
In April 2006, Emirates Telecommunication Corporation, commonly known as
Etisalat, assumed management control of Pakistan Telecommunication Corporation Ltd
- part of the $2.6bn deal to buy a 26 percent stake in PTCL.
In the FLL segment, PTCL has over 6 million installed PSTN lines (fixed lines)
with more than 3 million working. As of June end 2010, PTCL controlled more than 95
percent of the market of 3.41 million subscribers. In the WLL segment, PTCL

continues to be the market leader with over 1.3 million subscribers of its V-fone brand
as of April 2011.
In the Broadband segment, PTCL has an installed capacity of more than 1
million ports spread across 500 cities and towns and a customer base of 0.61 million as
of March 2011.
'PTCL EVO 3G', the wireless broadband device has roughly 237,000
subscribers as of March 2011. As carriers-carrier, the corporation also provides core
infrastructure services to the cellular, LDIs, FLL operators, ISPs, call centres and
payphone operators.

2.4

PRODUCT LINE
Pakistan Telecommunication Company Limited not only Provides Conventional

telephone facilities, it all so offers optical fiber services to the private sector. We will
briefly discuss below the product lines being offered by the PTCL. Basically PTCL
divide their services into two parts.
2.4.1. Services for consumers
2.4.2. Services for corporate customers
2.4.1

Services for Consumers

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

those use telephone in their home/work place and they are basically non business users.
a) New Telephone Connections: As mentioned earlier, PTCL is presently the only
telecom company, who provided fixed-line telephony in the country. So whenever, any
Private business concern or any individual needs a new telephone connection for
provision of telephone service.
b) Value Added Services:
1.

CLI (Callers Line Identification)

Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to
identify the caller before picking up the phone receiver. To subscribe to CLI services, a
customer needs a telephone set with display capability or a CLI device attached to the
phone.

Advantages:

Check on obnoxious calls.

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

User Friendly

2.

PREPAID CALLING CARDS

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

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

Easily available throughout the country

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

Fast and easy, nationwide and international access

No line rent and no Phone bills

24 hours customer services through toll free number (0800-80800)

How to use it:

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

Pin Number.

Dial PTCLs toll free number 1010 from any digital phone.

Dial 1 for Urdu and 2 for English Instructions, Enter your card Number
and Press #.

3.

For International Call Dial 00+CountryCode+CityCode+PhoneNumber

E-BILL PAYMENT
Billing system is a part of customer services so providing connivance to its

valuable customers PTCL launched a new billing service which is available through
PTCL Calling Card This is another service from PTCL. This service is basically
providing billing solutions for the users.
How to use it:
The basic concept of the service is to provide billing solution to PTCL
customer. The same PTCL Calling cards are used for this purpose. Through these cards
customer can pay his bill on phone. No additional charges for bill payment transaction.

Advantages

Customer can save his time by paying his bill on phone

Customer can pay his bill whenever he wants

4.

DIGITAL FACILITIES

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

Hotline

Abbreviated Dialling.

Call Waiting

Dont Disturb

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

Wake up call

Absent Subscriber

Code Barring

5.

Prepayment Telephony Services (PPT)

With the changing trends most telecoms are diversifying their services towards Prepaid
solutions .one of such modern era telecommunication service is Prepayment Tel e
Phone (PPT).It provides the facility to subscriber to load a prepayment Telephony card
against their telephone number thereby generating an account on I/N platform and any
call made from that telephone will be charged to this account. The service will provide
state of art technological facilities to the subscribers.
Target market
Target market for the service can be segmented as follow:

Budget conscious subscriber

Subscriber avoiding bill-depositing hassles

People requiring casual connections(on short term bases)

Subscriber not meeting documentation requirement

Students living in hostels

Defaulters

Features:

10

Account number recharging

Outgoing call pin setting

Cancel out going call pin

Balance query

Follow on call

Low balance prompt

Balance shortage warning

Call duration prompt

Call cost prompt

6.

Voice Messaging Service: (VMS)

With PTCL Messaging Service, you can have all for (or Desired) calls recorded
when you are absent, busy on phone or do not want to attend the calls for any
reason. You can, later on at your convenience, retrieve all recorded messages
from any telephone anywhere in the country.

Security of message is ensured against eavesdropping through subscriber

controlled password.

7.

PTCL VMS

It is designed for those who do not want to miss a call or Fax because that can
be beneficial.

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

Much more powerful and flexible than answering machine due to Message
options available in your voice mail system.

Features

Call answer

Fax

Messaging

Notification

Capacity 10 messages

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

11

2.5

COMPETITORS OF PTCL
There is no major 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 05 big players in mobile phone industry but 5 of them are the competitor of
PTCL:

Mobilink
Telenor
Warid Tel
Zong
Wateen telecom

Table.2
Other players in Land Line industry:

2.7.1

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

having more than 31,958,597 users base which is the 36% of total cellular industry of
Pakistan. Mobilink is basically competing Ufone which is subsidiaries of PTCL.
2.7.2

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

20 % of total mobile industry.

2.7.3

Warid Tel
Waridtel is also providing cell phone facilities in Pakistan. Waridtel having

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

2.7.3

Zong

12

Zong is

also providing cell phone facilities in Pakistan. with 10.3 million

subscribers.
2.7.4

Wateen Telecom
Wateen

Telecom is

Pakistani

telecommunication

company

based

in Lahore, Pakistan and is a sister concern of Warid Telecom. With the collaboration of
Motorola, they plan on deploying a WiMax country-wide network across Pakistan.
The Internet in Pakistan has been available since the early 1990s. According
to the International Telecommunications Union there were 133,900 Internet users in
2000 or just 0.1% of the 164 million people in Pakistan. By 2006 use had grown to 12
million users or 7.2% of the population. Telecommunications being one of the fastest
growing industries in the country, by 2011 the usage has grown up to 31 million users
or 17.6% of the total population.

2.6

BRIEF INTRODUCTION OF BRANCH WHERE I WORKED

I have done my 4 weeks internship in KPK( KHYBER PUKHTOON KHWA)

PTCL head office Peshawar telecom. Corporate Sales and Support, Old Telegraph
Building, 6TH the Mall, Peshawar Cantt. 091-5260792-93
During my internship at PTCL, I worked in HR department of PTCL. Where I
worked in welfare branch, examination branch, staff branch.

CHAPTER-3
13

ORGANIZATIONAL STRUCTURE
An organization is a group of people working together in a structured and
coordinated manner to achieve a set of goals. In other words [Organizations are systems
of relating resources that will make possible the accomplishment of specified ends or
goals]
Every organization has a number of bodies/departments for carrying out its
various functions and achievement / organizational objectives. In PTCL the functions
of planning and policy formulation are carried out by the Board of Directors whereas
the management of the organization is carried out by the executive management.
An Organizational Structure clarify the roles of personnel of an Organization
and to determine who has to do what task, which is responsible for what, objectives to
be achieved, who is to report to whom and to remove the obstacles for performance
caused by confusion and uncertainty of job assignment as well as to make easy
decision- making and communication networks reflecting and supporting organization
objectives.
The head of Pakistan Telecommunication Company Limited is called
President. Then come the SEVPs (Senior Executive Vice Presidents), i.e. SEVP
(Finance), SEVP (Operations), SEVP (Technical), and SEVP (Human Resource
Management), SEVP (Marketing and Business Development). Then there is a chain of
Executive Vice Presidents (EVPs) like EVP (Finance Central), EVP (Marketing), EVP
(HR Central)

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

Training and Research), and EVP (Revenue). All these are appointed at Pakistan
Telecommunication Company, Headquarters at G-8/4, Islamabad. Apart from these
EVP, there are also EVP (Operation), EVP (HR) etc who are heading the other regions
of PTCL in major cities country wide. Then there are Chief Engineers and General
Managers at H/Qs who report to their relevant EVP. Then there are Senior Managers,
Deputy Directors, Assistant Directors, Account Officers, Assistant Account Officers,
Financial Analysts, Marketing Managers, Computer Programmers, and IT Specialists
etc. There are also Regional Heads (General Managers) to head PTCL Regions then
come the Senior Managers (Operations), Senior Engineers (Operations), Engineers to
look after the telecom system of Regions. There are also Senior Managers Finance,
14

Account Officers and Accountants to Handle Regional account and billing matters.
Manager HR and his staff are responsible to take care of Personnel affairs at Regional
Level. In non-gazetted staff there are Engineering Supervisors Operations /Switching
/Power plant /Optical Fiber system/M.W Media, Account Assistants, Stenographers,
Assistants, Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower
Division Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and
Peons etc. All the staff is recruited by the HR Department headed by SEVP HR. The
HR experts are responsible for hiring and to further streamline its recruitment process.

15

3.1

16

3.2

NUMBER OF EMPLOYEES
According to the information obtained from PTCL H/Q Islamabad, the total

number of employees at PTCL is 54,643. The data is from four provinces (Sindh,
Baluchistan, Punjab, and NWFP), and four federally controlled areas (Islamabad,
Northern Areas, Azad Jammu and Kashmir and FATA).
There is conflicting information regarding the number of employees. The PTCL
management clarified that, the error in reporting had occurred as the regions had
included the employees on daily wages in some reports and in some these were
excluded. Finally the figure given by PTCL excluding the daily wage workers has been
taken as correct.
Distribution above has been calculated on the basis of region-wise employee's
chart. It is impossible to get a more detailed organization chart, providing the number
of employees by department, Function or Activity. The number of employees is
confirmed by a Table provided by C.E (HRM andP), from a "Presentation on Staffing".
Table-1 shows PTCL Past and Future Projection of lines per employee
Table.3
PTCL Past and Future Projection of Lines Per Employee
Installed main Lines
Main Lines in Use
Regular Employees
Total employees with

1996
3.09M
2.37M
54478
62978

1997
3.26M
2.56M
52853
61353

1998
3.4M
2.8M
54669
66124

1999
4.1M
2.69M
57624
66124

2000
4.7 M
4.23M
57624
66124

2001
5.3M
4.77M
57624
66124

2002
5.9 M
5.3M
57624
66124

2003
6.5 M
5.84M
57624
66124

daily wage workers

Main. Lines/Employee
Main Lines/Employee

44
38

48
42

51
47

64
56

73
64

83
72

92
80

101
88

with daily wage work

SOURCE: (CENSUS-2001 OF PTCL EMPLOYEES)

Human Resource Management and Planning Wing PTCL Headquarters, Islama bad

3.3

MAIN OFFICES

17

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:

Name of CCC
Islamabad
(CCC)

Address
Corporate Customer Center
PTCL Exchange, Nazim-ud-Din Road,
F-8.

Contact
Mr. Naveed
Khan

Email
Naveed.Khan@ptcl.net.pk

0515859898
Lahore (CCC)
Corporate Customer Center
Mr. Nadeem nadeem.ahmad@ptcl.net.pk
26-A Civic Center, Barkat Market,
Ahmad Abbasi
Garden Town.
04235880136
Salman.Khan@ptcl.net.pk
Karachi (CCC) Corporate Customer Center
Mr. Salman
Hatim Alvi Road, Behind
Saad Khan
Telephone Exchange, Clifton.
02135375444
Faisalabad
Corporate Customer Center
Mr. Abid Aziz abid.aziz@ptcl.net.pk
(CCC)
Chiniot Bazar CTH.
0412622211
Multan (CCC) Corporate Customer Centre, PTCL
Muhammad m.zubair@ptcl.net.pk
Central Exchange Building Dera Adda Zubair
Multan.
061-4584700
Quetta (CCC)
Admn Block, Office of the RGM WTR, Mr. Nasir
nasir.abbas@ptcl.net.pk
PTCL, Jaffar Khan Jamali Road
Abbas
Quetta, Balochistan 87300
0812838048
Gujranwala (CCC) Consumer Sale office, Trust Plaza,
Mr.
Ali.Bhatti@ptcl.net.pk
Model Town, Gujranwala
Muhammad Ali
Bhatti
0553892837
Peshawar (CCC) Corporate Sales and Support,
Mr. Faiz Alam faiz.alam@ptcl.net.pk
Old Telegraph Building, 6TH the Mall, 091-5260792Peshawar Cantt
93

These Regions provide Telecommunications services to the customers in their

Respective areas. Apart from these, PTCL has an Optical Fibre Construction Region
Lahore and Optic Fibre System Islamabad, each headed by a General Manager to
Install, operate and look after optic fibre systems/cables.

3.4

INTRODUCTION OF THE HR DEPARTMENT

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

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

18

exact functionality of the Human Resource Department .The Head of the Human
Resources Department is the SEVP and his team comprises of EVPs and General
Managers of different zones .
The Human Resource Department may advice the administration and the board
of directors on special issues of the company and then it offers services in order to
accomplish the task. The human resources are the ultimate deciders provided by the
Human Resource Department. It not only gives advice, offers services but also control
the policies of the administration.

3.5

FUNCTIONS OF THE HR DEPARTMENT

3.5.1

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

against each vacancy is advertised and then the applications are invited from the
applicants .If there is a post of manager cadre; the SEVP personally is the interviewer
of the interviewees along with his team.
3.5.2

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

Human Resource Department .There are Telecom Staff colleges at Lahore and Hari Pur.
Then the specified persons are appointed against each specified post so the best results
are expected and hence the performance and good will of the PTCL is increased.
3.5.3

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

employees because the Human Resource Department knows the demands of the job
and the right person is employed over the right place by transferring him to that post.
Health and safety matters are also handled by the Human Resource Department in the
organization. As there are no apparent dangers to the employees and customers hence it
is the responsibility of the Human Resource Department to see through the matter.
3.5.4

Evaluation

19

The employees are then properly evaluated by different evaluation criteria and
procedures in order to motivate them and to enhance the performance .The job
appraisal system comprises of different questionnaire depending upon which the whole
system is forwarded.
3.5.5

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

with the management in the light of the demands of the employees .It is the
responsibility of the Human Resource Department which holds the formal talks and the
negotiations between the parties. Human Resources Department is also responsible for
the dealing with other organizations running the same business.
Discipline and discharge is the necessity of each organization and it is
maintained by the Human Resource Department of the company. If an employee is
creating problems for the administration for nothing, he may be warned and depending
upon the severity of the matter and allegation he may be suspended and even
terminated.
3.5.6

Work Place Training

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

policies of the Human Resources Department .As the company is public dealing entity
so the work place training is the integral factor for the good will and the status of the
policies and services of the company.
3.5.7

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

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

Training Schools (RTTS) and sometimes by Telecom Staff Colleges and are attended
by the staff members on the recommendations and behalf of the H.R. Department.
Refreshing courses are for the managerial and Technical staff. So they are equally and
firmly evaluated and enhancement of their capabilities is achieved.

3.5.8

Pay Packages

20

The packages are also determined by the Human Resources Department. These
are determined on the basis of performance, ACR, qualification and seniority. It has
comparatively low pay packages yet good ones.
The managerial posts are filled directly by the Human Resource Department. On
the other hand the Technical Lower and mid level supervisory staff is hired by the
means of:

Direct Hiring.
Promotion on seniority bases.

The promotions are on the seniority cum fitness basis .So the qualified and the
efficient workers are supposed to come up to the top. Human Resource Department also
deals with the retention and firing of the employees. In case of deceased employee, one
of his children gets the job in the company according to his qualification. According to
qualification and skills it ensures the employee benefits.
More over the Human Resource Department also cares for the old age benefits
of the employees .It is obvious that the Human resources Department is of key
importance and is playing a complementary role in the development and promotion of
the company.
3.5.9

Information Technology
The information system is the core of the operating of the each and every

organization. It helps in the policy formulation and the running of the business affairs
properly by providing the 1st hand and accurate information. The whole Human
Resource Department functionality depends upon the information system. Better the
information system, better the Human Resource Department. The company is now in a
process to develop its own HRIS system so that it may have good information system
and be able to serve the employees as well customers through Human Resource
Department efficiently and effectively.

3.5.10 HR Branch
The wok of HR Branch in NTR-1 is to hire human resource for the office. This
section is connected to the PTCL headquarter Islamabad, whenever there is a need of
hiring of an employee/officer, this section fulfill this need.

21

HR Branch was established in Oct 1999 in NTR-1 Peshawar. HR Branch send

information about the sanctioned posts, vacant posts, and working employees to the
PTCL Headquarter Islamabad. When there is a vacant place for employees in the region
or division, according to the information send by HR Branch of the regional office to
the headquarter, PTCL Headquarter Islamabad do notification, interviews, and select
employee for the regional or divisional office. HR Branch of the regional office feed all
of the data of the selected employee in computer. Their data include name, father name,
qualification, scale, NIC number, blood group, and date of appointment. After that a
computerized number is generated in the name of that employee, this unique number
will remain with employee as long as the employee remains at job in PTCL. If the
employee is transferred to some other region or division, the same number will remain
with him.
The form which the new employee must has to fill include three portions;

Personal information; this section contain employee name, date of birth,

domicile, marital status, NIC no., sex, qualification, address etc.

Service information; this section contain date of entry in PTCL, joining

designation, designation type, BPS etc.

Current information; this section contain the current designation, grade, joining
date, designation type, posting place, job status, region etc.

This form also contains the signature and bank account number of employee. HR is the
main branch. There are four sub branches of HR branch which are

3.5.10 A

Examination Branch

Examination Branch works under HR Branch. The work of this section is to

take exams of the employees of the organization and if they pass their exam then these
employees are promoted. Employees are promoted on the basis of their seniority by the
examination branch. If two employees are equal in their experience, qualification, and
education then that employee will be promoted who is elder in age.
3.5.10 B

Staff Branch

Staff branch works under HR branch. This branch deals with transfer and
posting of officers/employees. Transfer of an employee can be on the basis of his own
request and it can also be on the basis of entrance of the service.

22

If an employee is transferred on his own request then he will bear his house
shifting expenditure by himself, but if an employee is transferred on the basis of
entrance of the service then his house shifting expenditure will beard by PTCL.
If an employee is transferred on the basis of his own request to other regional
office then he will lose his seniority.
This section also deals with punishment and regards of employees. If an
employee is terminated then he can come back on his own post by court. If an
employee is removed from his job then he cannot come to his own place, he can get job
in some other place. If an employee work up 25 years then he can get retirement.
There are different types of leaves for staff:
1.

LEAVE EX-PAKISTAN

Leave ex-Pakistan may be granted on full pay to a civil servant who applies for

such leave or who go abroad during leave or taken leave while posted abroad.
The leave pay shall be payable if leave is spend in Asia other than Pakistan and

India.
The leave pay to be drawn shall be restricted to a maximum three thousand

rupee per month.

Such leave pay shall be payable for actual period of leave spend abroad subject

to a max of 120 days at a time.

The civil servant appointed after the 17th may 1958 shall draw the leave salary

in Pakistani currency irrespective of the country where they spend their leave.
Leave ex-Pakistan will be regulated and be subject to the same limit and
condition as prescribed in above rules.

2.

LEAVE ON FULL PAY

Max period of leave on full pay may be granted at one time shall be as follows:

3.

without medical certificate

with medical certificate
with medical certificate in entire service

------------120 days
------------180 days
------------365 days

EXTRA ORDINARY LEAVE

Extra ordinary leave is leave without pay and have the following rules:

extra ordinary pay may be granted to any round up to a max period of 5 years at
a time provided that the civil servant to whom such leave is granted has been in
continuous service for the period of not less than 10 years and in case if civil

23

servant has not completed 10 years of continuous service, extra ordinary leave
without pay for a max period a 2 years may be granted at discretion of the head

of his office.
Extra ordinary leave up to a max period prescribe under sub rules may be
granted subject to the conditions stated therein, irrespective of the fact whether
a civil servant is a permanent employee or temporary.

OTHER LEAVES

Recreation leave (15 days leave).

Medical leave.
Leave on half pay.
Special leave etc.

3.5.10 C

Welfare Branch

Welfare branch also works under HR branch. The purpose of welfare branch is
to take care of all of the employees and officers certain basic needs and problems.
Welfare branch give the following merits to their employees and officers;
Welfare fare branch give medical facilities to the employees and officers of
PTCL NTR-1. There are total four dispensaries and four panel hospitals for the
better treatment of ill people of NTR-1. These medical facilities are totally cost
free to the employees and officers and their families.
Provide free uniform to the employees like guards, gardeners and peons of the

region.
PTCL make a lottery of its employees and officers every year and select 75
people to whom PTCL give free facility to go to Hajj in Saudi Arabia. Every

year three employees are selected from NTR-1, Peshawar.

There are many medical stores which provide free medicines to the ill people of

PTCL.
PTCL also

employees/officers. Pick and drop facilities for their Childs are also provided.
PTCL provides scholarships to those children of PTCL employees/officers who

provides

school

facilities

to

the

children

of

PTCL

are getting technical education. The amount of this scholarship is up to Rs 6000

per year.
3.5.10. D

Traffic Branch

This branch also works under HR branch. Traffic branch is responsible for the
issuance of licenses to pay card companies. Whenever some one wants to establish a
24

new pay card company, they go to the Head Quarter for this purpose. PTCL head
quarter Islamabad issue license for them under an agreement called interconnection
agreement. Headquarter also send a copy of this agreement to the regional office and
the regional office further send it to the division desired.
These payphone companies use the media of PTCL and pay monthly fee to
PTCL. A payphone company which regularly pay its fees to the PTCL get good pay
master certificate from PTCL. Normal connection fee is Rs 7500, but when a company
gets good pay master certificate then it gets connection at Rs 2500 as a reward.
Up to the date Jan 31; 2005, about sixty companies have made agreement to
PTCL and got licenses. These companies are Super Telecom, Zahoor Azam, Union
com, Telecom Services, Naba Engineering, Sachal Saft, ACE Quality, Tele Card,
Teleps, Global Com, World Call, Dan Com, Voice Tele Tech (VTT), Zarco, World Com,
Sarhad Phones, Tele Gold, Sky Link, Northern Eng, Tel Point, Wat International, Phone
Net, Z- Communication, Easy Phone, Mazhar Enterprises, Telezone, Wescom, Glaxy
Com, Sohail Inam, Pak Land, Euro Jankidar, Wafai com, Tanawal, Zari Com, Indus
Com, Star Link, Sajid Com, Swabi Com, Holiday Net, GEO, ST INC, National Tiles,
Bashir and Co, Bareez Com, Hifza INT, Global Softel, Awal Com, Arsalan, Prime
Phone, Malakand Phones, Challenge com, Nisvamn Fast, Alam Com, Sana Com, World
Phone, Sprint Pakistan, Mardan Phones. PTCL get four and half billion rupees revenue
from these companies every month.

25

CHAPTER 4
CRITICAL ANALYSIS
4.1

VISION
To be the leading information and Communication Technology Service Provider

in the region by achieving customer satisfaction and maximizing shareholders value.

The future is unfolding around us. In times to come, we will be the link that allows
global communication. We are striving towards mobilizing the world for the future. By
becoming partners innovation, we are ready to shape a future that offers telecom
services that bring us closer.
PTCLs vision is to lead in achieving the customers satisfaction and value by
providing informational and communication services in the region, they are looking
forward to maximize shareholders value as well. They are becoming the link, which
will allow global communication in the future. Their aim is to mobilize the world for
the future and by becoming partners innovation they are ready to shape their future
that offers telecom services to bring their customers closer.

4.2

MISSION

An organizational environment that fosters professionalism, motivation and

quality

An environment that is cost effective and quality conscious

Services that are based on the most optimum technology

Quality and Time conscious customer service

Sustained growth in earnings and profitability

PTCLs mission is to achieve their vision to having an organizational

environment to foster professionalism, motivation and quality work. Their mission

is to develop an environment that is cost effective and quality conscious as well.
They are aiming to provide services that are based on the most optimum technology
and the Quality and Time conscious customer services. Sustainable growth in
earning and profitability is a part of their mission.

26

4.3

THEORETICAL CONCEPT
Theoretical concept which I learned in my degree BBA (hons) regarding HR

and its main functions are compared with practices in PTCL:

4.3.1

Recruitment
The process of identifying and inviting the best qualified candidate from within

or outside an organization, for a job vacancy in a most timely and cost effective
manner.
a) Internet Recruitment
Transfer
To convey or remove from one place, person etc to another.
Job Posting
Arrangement in which a firm internally posts a list of open positions (with their
description and recruitment) so that the existing employees who wish to move to
different functional areas may apply. Also called job bidding.
Promotion
1.

The act of promotion or the act of being promoted

2.

Encouragement of the progress , growth or acceptance of something

b) External Recruitment
Advertisement
A notice such as a poster or a paid announcement in the print, broad cast, or
electronic media, designed to attract public attention.
News paper
A paper that is printed and distributed usually daily or weekly and that contains
news, articles of opinion, features and advertising.

27

Employment Agencies
An employment agency is an organization which matches employers to employees.
In all developed countries there is publicly funded employment agency and multiple
private business whish also act as employment agency.
Colleges and Universities
A useful method of attracting applicants by posting jobs related advertisements in
the colleges and universities.
Quota System
There is a percentage reserved by each quota differentiated on the basis of gender and
province.

Punjab 50 %

Sindh 20 %

KPK 17 %

Balochistan 10 %

Women 5 %

Handicapped 2 %

Child labor Nil

Online Recruitment
Use of print media newspapers etc.
The recruiting techniques followed by PTCL are: promotion, transfer, quota system and
online recruitment.
4.3.2

Selection
The selection process is a series of specific steps used to decide which recruitise

should be hired. The process begins when applicants apply for employment and ends
with the hiring decisions.
a) Interview
The interview selection is a formal in depth conversation conducted to evaluate an
applicants acceptability
28

Types of Interview
Unstructured interview
These are unplanned questions that are made up during interview. These are not
already defined.
Structured interview
A predetermined check list of question that ask from all candidates.
Behavioral interview
The interview will ask you question based on common situation of the job you
are applying for.
Panel interview
In a panel interview you will be interviewed by a panel of interviews. The panel
may consist of different representatives of the company such as HR,
management and employees
Group interview
A group interview will begin with a shot presentation about the company, after
that they may speak to each candidate individually and ask them a few
questions.
Mix interview
A combination of structured and unstructured question that resemble what is
usually done in practice.
PTCL follow unstructured and panel interviews.
4.3.3

Tests
A series of question, problem or physical responses designed to determined

knowledge, intelligence, and ability

Types of tests
Employment Test
A device that measure the match between applicant and job requirement

29

Knowledge test
Are more reliable because they determine information or knowledge.
Psychological test
It measure personality or temperament.
Performance test
Measure the ability of applicant to do some part of work for which they are to be
hired.
Medical test
It measures the presence of illegal or performance effecting drugs.
Psychometric test
Is the field of study concerned with the theory and technique of psychological
measurement which includes the knowledge, ability, attitudes, personality traits
and educational measurement.
Personality Test
An instrument, as a questionnaire or series of standardized tasks, used to measure
personality characteristics or to discover personality disorders.
Written Tests
A written test or a piece of work is one which involves writing rather than doing
something practical or giving spoken answers.
PTCL follow personality tests and written tests.
4.3.4

Training
The term training refers to the acquisition of knowledge, skills, and

competencies as a result of the teaching of vocational or practical skills and knowledge

that relate to specific useful competencies.

30

Types

of Training

a) On the job training

Coaching
Is the art and practice of inspiring, energizing and facilitating the performance
learning and development.
Mentoring
Is to support and encourage people to manage their own learning in order that they
may maximize their potential, develop their skills, improve their performance and
become the person they want to be.
Job rotation
Moving an employee from one job to other job. The purpose of job rotation are to
give employees experience will all organizational activities as a training process.
b) Off the job training
Sensitivity training
Training designed to make people more aware of group dynamics and their own
behavior, interpersonal traits and role with in a group.
Transactional Analysis
Is a method of understanding people behavior by analysis the transactions or
interactions which transpire between people.
Simulation Exercises
In simulation the real situation of work environment in an org is presented in the
training session.
4.3.5

Training Institutes

1 National Postgraduate Institute Of Telecom And Informatics (50 students)

1 Telecommunication Staff College Haripur (450 students)

2 Regional Telecom Training Schools Lahore And Karachi (400 students)

9 Regional Telecom Schools in Peshawar, D.I.Khan, Gujranwala, Faisalabad,

Multan, Sialkot, Quetta and Hyderabad

15 Devisional Telecom Centers (75 students each)

31

4.3.6

Performance Evaluation
A performance evaluation, employee appraisal, performance review, or(career)

development discussion is a method by which the job performance of an employee is

evaluated (generally in term of quality, quantity, cost and time) typically by the
corresponding manager or supervisor. A performance appraisal is a part of guiding and
managing career development.
The most popular methods used in the performance appraisal process include
the following.

Management by objectives

Is a systematic and organized approach that allows management to focus on achievable

goals and to attain the best possible result from available resources.

360 Degree Appraisal

Requires HR to invest time and efforts in identifying and training the right people to
run it.

Behavioral observation skill

Rating system used in identifying how often employee or trainees display the preferred
behavior.

Questionnaire

A set of printed or written questions with the choice of answers, devised for the purpose
of survey or statistical study.
Training method followed by PTCL is Rating Scale
Rating scale method offers a high degree of structure for appraisal. Each or
characteristics is rated on bipolar scale that usually have several points ranging from to
excellent.
PTCL follow rating scale method for performance evaluation.

32

CHAPTER 5
SWOT ANALYSIS OF PTCL
Now we move towards the most important part of the internship report the
SWOT analysis after working 1 month in the company I find some critical issues about
PTCL. After carefully analyzing these true issues of an organization now I am able to
understand the organization in right way so at the end of my report I will go for SWOT
analysis of PTCL.

5.1

STRENGTH

Customer Base of over 4 million

PTCL enjoy monopoly

State of the Art International Gateway Exchanges and Satellite Earth Stations

Strong Platforms and Exchanges for Value added Services

Large earnings

International Submarine Cables

High Capacity National Fibre Optic Backbone Ring

36 Transit Exchanges with easy Facility of Expansion

About 99% Digitization of Country Network

Access Network and Customer Base of over 04 millions

High Capacity National Fibre Optic Backbone Ring

36 Transit Exchanges with easy Facility of Expansion

About 99% Digitization of Country Network

International Submarine Cables

Strong Platforms and Exchanges for Value added Services

5.2

WEAKNESS

Ambiguous management style

Image Outdated people and technology (perception)

Lack of customer services

33

Image Lack of customer focus

Lack of corporate culture

Lack of aggressive marketing

Social responsibility

5.3

OPPORTUNITY

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

invest in technology and networks

Growth in telecommunication industry

Market open for more number of products less dependence on single category
or product.

More aware and technology understanding consumer a base that is growing at

a fast rate

Opportunity to introduce High Value Added Products / High margin products

for the new, more aware consumer

5.4

THREATS

Internet Telephony and other rapidly evolving technologies

Migration to satellite and cellular telephony

Expected competition due to the deregulation in December 2003

New technologies

International players, reduction in settlement rates

Efficient operators

34

CHAPTER 6
CONCLUSION AND RECOMMENDATIONS
6.1

FINDINGS:

The Human Resource Department is not up to the mark for the proper appraisal
system of the staff.

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

accordance with the H.R. Department. However there are certain policies in
which the Human Resource Department is dependent on the Ministry of IT and
T Govt. of Pakistan

Employees have developed a psychology that promotion criteria and procedures

of the Human Resource Department of the company are not justified.

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

Human Resource Department is lacking employee training centers. There are

only two Staff colleges. On the other hand the training opportunity is not
provided to all the staff equally.

If an employee wants to study during the job, he has to take approval from the
Human Resource Department of the company; there are certain bottle for
taking such approval. The management also never encourages employees for
enhancing their qualifications/technical skills.

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

of promotions or pay increments.

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

company.

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

The proper information system is not in progress for the Human Resource
Department. The automation process by the Human Resource Department is
slow hence delaying the functioning of the company.

35

Human Resource department lacks trained and related qualified staff and it is
very difficult for the SEVP Human Resource to do the right things for the
organization and it takes much time for normal working of the organization.

6.2 RECOMMENDATIONS

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

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

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

The promotional criteria by the Human Resource Department should be defined

and be as per rules.

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

difficult, the training centers of the other organizations in the same capacity can
be utilized by determining the terms and conditions.

During the training by Human Resource Department the ethical values should
be more emphasized.

The proper and competitive evaluation of the methods and procedures adopted
by other competitors will enhance the performance of Human Resource
Department.

This is the era of Information Technology. The functions and procedures of the
company should be converted from manual to the automatic. It will enhance the
performance and accuracy of the Human Resource Department and ultimately
of the company. Human Resource Department should allocate resources for this
purpose.

Human Resource Department may advice and train employees for one window
operation in order to reduce the time and conserve the resources.

Agents for the promotion of the company policies and to facilitate the
customers by the Human Resource Department may be appointed with proper
check and balance system.

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

36

6.3 CONCLUSIONS:
No doubt PTCL is enjoying monopoly but the time is came when competition
will force company to change its policies to become favorite telecom service provider
in the market and keep its current place and customer base. The actual working
substances are the human beings .It goes without saying that Human resources are the
most important in the organization and so does the Human Resource Department .It
integrate all the activities and functions of the company like job analysis, recruitment,
staffing, training, designing compensation package, employees appraisal system.
Human Resource Department plays the key role in the hiring, retention, motivation and
promotion of the employees .Actually it assign the specified duties to the specified
persons in this age of specialization. Human Resource manager should be well versed
and confident in his field. He should be humane, well natured and have go face reading
capabilities .All this ensures his success. He should be of the notion victory is not
everything, but the way of fighting is.

37

REFERENCES

G.R. Jones, C.W.L. Hill. Contemporary Management

Kreitner. 2006. Management Six Edition
PTCL annual report 2012
S.C. Certo. 2004. Modern Management Seventh Edition
Status report of PTCL NTR 1, Dec 31st, 2012
www.google.com/ptcl
www.ptclpk.com

38