INTERNSHIP REPORT ON

PAKISTAN TELECOMMUNICATON COMPANY

LIMITED

BY:
Abdul Ghafoor
10050920-051
BBA (Hons) 2010- 2014

UNIVERSITY OF GUJRAT

Part 1
1. Introduction:
Students of BBA (Hons) studying courses leading to Bachelor degree in Business
Administration are required to undergo an internship program of six week duration. The
internship is followed by comprehensive report writing, required to submit to the Faculty
of Management & Administrative Sciences in Partial Fulfillment of the Requirements for
the Degree of Bachelors of Business Administration of University of Gujrat. This report
is properly evaluated on the basis of its description and analytical capabilities by internal
and external examiners. I did my internship in REVENUE department of the PTCL
gujrat.
1.1 Purpose of study:
It is requirement of the University of Gujrat for Business degree to do internship in
recognized organization and to get the knowledge about how the organization works.
1.2 Objectives:
The objective of the study is to work in real life situation and learn banking practice by
doing. In this context its objectives are:

To gain practical experience and knowledge

It will develop skills in the application of theory to practical work situations

To develop concrete and feasible recommendations.

To improve report writing skills

It will provide me with an in-depth knowledge of the formal functional activities of

a participating organization

2 History of the organization:

A BRIEF HISTORY OF TELECOMMUNICATION IN PAKISTAN
The history of telecommunication in the sub continent is as old as the history of our
slavery. In the subcontinent before independence this sector was under the Indian post
and telegraph department and developed as a successful industry. The role of
telecommunication in Pakistan can be broadly divided in to four phase.
PAKISTAN POST AND TELEGRAPH
At the time of independence and telecommunication services were performed by a
single department known as Pakistan post and telegraph (P&T).his 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.
PAKISTAN TELEPHONE AND TELEGRAPH (PT&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.

PAKISTAN TELECOMMUNICATION CORPORATION (PTC)

The decade of 1990s brought about many 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 break through 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 (PT&T) was converted into a statutory corporation Pakistan
telecommunication corporation. On December 5 th ,1990 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.
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 TP
2127344 in addition to telegraph the telex services. The total number of employees at
the end of 1995 was 53705.
PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL)
Pakistan telecommunication Company Limited (PTCL) is a company established to
undertake the telecommunication business formally carried on by Pakistan.
Pakistan telecommunication corporation (PTC) was transformed into Pakistan
telecommunication company limited (PTCL) on January 1 st ,1996 under 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 split up into four bodies.
4

Pakistan Telecommunication Company limited (ptcl)

Pakistan telecommunication authority (PTCL)

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 Telecom Corporation (NTC) is responsible to provide the telecommunication
services to the various departments of government and armed services.
Pakistan Telecommunication Company limited is the primary provider of
telecommunications services in Pakistan. The range of its services includes basic
telephone, telegraph, fax, telex, email, digital cross connect, public data network,
internet, isdn, and other digital facilities. The total number of installed telephone lines at
June 30, 1998 was 35, 19,877 .PTCL launched its mobile and data services subsidiaries
in 2001 by the name of Ufone and PakNet respectively. None of the brands made it to
the top slots in the respective competitions. Lately, however, Ufone had increased its
market share in the cellular sector. The PakNet brand has effectively dissolved over the
period of time. Recent DSL services launched by PTCL reflects this by the introduction
of a new brand name and operation of the service being directly supervised by PTCL.
The details of the share holding in the company is till now is as given from 100% shares
of the company 62% is owned by the government while 26% was sold to Etisalat
Telecommunications under the privatization program run by Shaukat Aziz in 2006 the
remaining
12%
are
sold
to
General
Public
in
the
same
year.

Corporate Vision

To be the leading ICT service provider in the region by achieving customers

satisfaction and maximizing shareholders value.
Mission
To achieve our vision by having:

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 services.
Sustained growth in earnings and profitability

Core Values

Professional Integrity

Customer Satisfaction

Teamwork

Company Loyalty

3 Nature of the Organization:

Pakistan Telecommunication Company limited is a telecom which provides
communication services to the customers at broad level In Pakistan. PTCL is on top in
this business because they provide their services all over the Pakistan and also have a
large number of shares in the market. PTCL provide services to everyone in the country.
They provide their services to the general customers, businesses, government, and
military. PTCL earn profit by providing these services to the customers and businesses.
The services which PTCL provides are landline telephone, broadband services, Evo,
Evo 3G wingle, smart Tv, V-fone etc.
4 Business Volume:
PTCL is the largest organization in telecom sector which provides communication
services all over the Pakistan. Total asset of it were Rs.156948722 thousand (2012) in
which current assets were Rs.47359333 thousand (2012) and fixed assets were
6

109589389 thousand (2012). If we make comparison of assets with last year 2011,
then current assets increase by Rs. 8347690 thousand in 2012 and fixed assets
decrease by Rs.3918828 thousand. and there is an increase in total assets by Rs.
4464862 thousand in 2012.
Total liabilities of PTCL were also Rs.156948722 thousand (2012) in which current
liabilities were Rs.20548656 thousand and it is decrease by Rs. 7471658 thousand as
compare to 2011.fixed liabilities were Rs.30863129 thousand and this is increase by
Rs.4656054 thousand as compare to 2011.
Revenues were Rs.60038254 thousand in 2012 which is increase as compare to last
years revenues Rs.55254014 thousand. net income was Rs. 7244466 thousand in
2012 and earnings per share was Rs. 1.41.PTCL is now expanding its business by
make new policies and by offering new products and services to the customers like
online services, broadband services, smart tv, evo, evo 3g wingle, etc. By offering these
new products and services they able to maintain its old customers and also able to
attract new customers.

5 Awards and Success Stories

PTCL

was

declared

the

leading

operator

in

Pakistan

by

Pakistan

Telecommunication Authoritys 2011 Quality of Service survey for providing the

highest quality Broadband Internet service to consumers. PTCL also celebrated
the historic milestone of becoming the first Broadband service provider to
achieve One Million Broadband Customers mark this year. The year under
review saw a wide range of new services and products introduced under the
banner of 3G EVO. Launch of 3G EVO Tab, a 7 inch Wi-Fi tablet and
EVODROID, a smart phone with built in 3G EVO capability, for high speed
internet-on-the-go connectivity established PTCL as the pioneer in the country for
mobile data connectivity. Another first was Tenda 3G Wi-Fi router that supports
3G connectivity through plug-in of any 3G EVO device.
7

The SAMENA Award 2011 is another historic milestone for PTCL in its continuing
journey of technological progress and business achievement, said CEO &
President Mr. Irshaid on the occasion. It is a result of the brilliance and hard
work of all PTCL employees who are busy bringing the best of innovation and
service to our valuable customers. I also extend my sincere gratitude to the
millions of PTCL customers who have made this award possible because of their
continued faith and trust in our services.This years Award is PTCLs second
consecutive win at the prestigious global SAMENA annual forum. In 2010, PTCL
had won SAMENAs Best Fixed Operator Award in recognition of its competitive
market edge and impressive growth.

PTCL

Won the
Wireless

2012 Consumer

Choice

Broadband Internet

Award as the Best

service provider. The Consumers

Choice Award is one of the most recognized and prestigious event of the
countrys business calendar, said PTCL SEVP Commercial, Naveed Saeed on
the occasion. PTCL EVO has been winning this award each time. It is a bold
testament of our customers firm faith, trust and confidence in our ability to deliver
what we promise unlike anyone else, which makes us stand out amongst all
players.

Pakistan Telecommunication Company Limited (PTCL) has been honored with

the 10th Tera data National IT Excellence Award for its 3G EVO Wireless
Broadband Internet project by worlds leading analytic data solutions company,
8

Tera data. The award recognizes PTCLs effective program management and
product launch of Pakistan\'s strongest brand names in the telecom world - PTCL
3G Evo Wireless Broadband Internet. This project resulted in the fastest, most
comprehensive and innovative telecom product launched by PTCL, which has
revolutionized the lives of Pakistani people and has put the country on the path of
progress.

Pakistan Telecommunications Company Limited (PTCL) has won the prestigious 2nd
Global HR Excellence Award 2011 in recognition of its outstanding organizational
performance in the telecom sector.

PTCL

national Forum for environment & health (NFEH).

PTCL Won the
Best Corporate Social responsibility Initiative

Won the national environmental excellence Award2011

by

the
2011-2012

Award by nFeh and United nations Environment Program.

6 Products And Services:

Broadband Pakistan
PTCL Broadband is the largest and the fastest growing broad band services in
Pakistan. Since its launch on 19th May 2007, PTCL has acquired close to 1
9

Million Broadband customers in over 1000 cities and towns across Pakistan, leading the
proliferation and awareness of Broadband services across Pakistan.
Experience the Internet at its fastest with high-speed access from Broadband Pakistan,
simultaneously, enjoy voice services over the same telephone line without any extra
cabling connections! Broadband Pakistan offers DSL service with unmatched reliability,
affordability and connectivity.

EVO Wireless Broadband

Experience the evolution of the broadband revolution with PTCLs Evo - the ultimate solution for
high speed internet access on the move. Just plug and play or work at home, in the office or
anywhere in between. Theres no end to your imagination nor to what you can do with Evo.
Enjoy up-to 3.1Mbps download and up-to 1.8Mbps upload.
Features

Superior 3G experience (EVDO-Rev-A)

Broad band service in your pocket

Unlimited downloads

Average download speed from 500 kbps to 700 kbps and upload 300 kbps to 500
kbps

Access rich media applications like live video streaming, web casts, online
games, download heavy attachments, access your emails/ VPN from virtually
everywhere and a host of other applications

10

USB; RJ4S; Wi-Fi interfaces available

Plug & Play - Instant Connectivity

Post & Pre-paid billing/ packages available

Smart Tv
PTCL SMART TV Using its state of the art broad band network, PTCL entered the
media sector on 14th August 2008, by launching a digital interactive television service
for the first time in Pakistan. Employing the IPTV (Internet Protocol TV) technology,
PTCL brought Pakistan in the list of a few countries across the globe that offer this state
of the art interactive TV service to its subscribers.
Branded under PTCL Smart Line, the service includes interactive television,
Broadband and voice telephony all at the same time on PTCLs telephone line. Besides
offering the highest digital quality TV picture, the most revolutionary section of this
offering is the ability to rewind and pause live TV channels through TSTV ( Time Shift
Television) feature, the ability to block / unblock any TV channel for parental lock and
the ability to search through video on demand content. Currently PTCL Smart TV offers
its viewers 125 live channels and over 500 Movie titles through its Videoon Demand
service. The service is available in 16 cities including Karachi - Lahore - Islamabad Rawalpindi - Gujranwala - Faisalabad - Peshawar - Sialkot - Multan - Sargodha Jehlum - Wah Cantt - Taxila - Hyderabad - Abbotaba and Sukkur however it is planned
to be expanded to all the major cities and towns across Pakistan during the year 2010

Landline

11

PTCL landline has always been a part of family and providing services from generations
and it continues to be the primary choice of customers for making voice calls from many
decades. PTCL gives its customers highest quality at very affordable rates along with
attractive packages and value added services to choose from. PTCL offers many
attractive packages like Freedom Package, International Packages, Mobile Buckets &
Double Up Unlimited (double play services)

V-fone
PTCL also continues to be the largest CDMA operator in the country with approximately
1.36 million Vfone customers. It gives the liberty of payment in both prepaid and
postpaid options. It offers fixed wireless telephone for your homes & business. With
CDMA2000 1X technology, ours is the largest WLL network with a capacity of 2.6M,
covering over 10,000 urban & rural areas. The network is already enabled for Voice,
Dialup

internet

access(153.6kbps),SMS

and

for

EVDO

Broadband.

Vfone can be bought from our OSS (One Stop Shops) or from any PTCL franchiees.

PTCL 3G Evo Tab

Explore EVEN MORE possibilities on the Go with your new upgraded EVO Tab loaded
with a 1.2GHz dual core Snapdragon processor & an Android 4.0ice cream
sandwich interface. The New EVO Tab has been refined to pack all the necessary
features in a single Tab that gives you a better experience for work & for play! The inbuilt 3G EVO wireless broadband technology with the ability to create personal Wi-Fi
hotspot anywhere anytime, a 5MegaPixel autofocus camera; an enhanced IPS screen
with a 180 degrees viewing angle for a richer multimedia and gaming experience, an inbuilt 4GB Flash memory that lets you freely download and use Apps without worrying
12

about space limitations all work together to make your tablet experience beyond
imagination.

Enhanced Performance

Magic of Android 4.0

The Touch just got even better

One touch access to Communication

Experience superb quality photos with 5MP Camera

Faster Web browsing

Organizational structure of

Board of Directors

PTCL
CEO

Project Director

Marketing Customer Care

Information System
Finance
&
Sales

13

Engineering

HRInformation technology Quality

&
Assurance
Admin

Members of Board of Director:

Mr. Akhlaq Ahmad Tarar
Chairman PTCL Board
Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani
Member PTCL Board
Dr. Waqar Masood Khan
Member PTCL Board
Dr. Daniel Ritz
Member PTCL Board
Mr. Yasir Qadir
Member PTCL Board
Mr. Amjad Ali Khan
Member PTCL Board
14

Mr. Fadhil Mohamed Erhama Al Ansari

Member PTCL Board
Mr. Serkan Okandan
Member PTCL Board
Mr. Jamal Saif Al Jarwan
Member PTCL Board
Ms. Farah Qamar
Company Secretary PTCL

PESTL analysis:
Political Analysis:
Political factors are those factors which are directly overlooked and controlled by government
and political parties and these factors directly or indirectly influence organization operating in
that region.
Political instability
In Pakistan political environment are not stable that is the major threat for telecommunication
industry because no one knows at what time government will change and with the change of
government policies will also change.
Terrorism:
Terrorism is the major problem that is facing Pakistan in now a days that is the most crucial
factor that is hurdle in the growing in the telecommunication sector because no one knows
about the terrorist activities
Pricing regulation:
In Pakistan government dictates the pricing regulations so that influence the smooth working of
the telecommunication industry

15

Investor friendly environment:

Government of Pakistan os trying to provide more investor friendly environment by giving them
more safety and benefits
Economic analysis:
Economic factors are directly controlled and influenced by the financial institutions like State
Bank of Pakistan (SBP). So they help the industry in giving economic soundness and provide
financial aids to survive in time of crises.
Overall economic conditions are not very sound:
Overall economic conditions are not very good for any industry because rate of inflation is
increasing day by day and value of currency is going to depreciate day by day which causing
increase in the value of loan payable that is another major threat for telecommunication sector.
Efficiency of financial markets is not good:
In Pakistan all the financial institutions are controlled by government rather than the head of
financial institution State Bank of Pakistan. Rate of interest is increasing day by day then any
country in the world so its make impossible for the telecommunication industry to take loan
facility.
Foreign direct investment (FDI):
The telecommunication sector is one of the most profitable sector and is able to attract foreign
currencies due to which government is trying togive most benefit to this sector
Lowest labor rates:
Labor cost in Pakistan is very low as compared to other countries due to which this is also an
opportunity for the Telecommunication Sector.
Social analysis:
Social factors are the factors that are directly attached with the people and with the culture of a
specific region.
Celebrate lots of festival like:
Pakistani people celebrate lot of festivals on that occasions they try to make contact to their
family and other at any cost. These occasions are Eid celebrations Jashn-e- Baharan and other
cultural festivals. They create a lot of opportunities for telecommunication industry so they make
calls to their relatives on that particular occasions.

16

Population is increasing rapidly:

The total population of Pakistan approximately 20 crore. The population is increasing rapidly
which increase the cellular usage and increasing profit.
Corruption:
Corruption is the major threat for any industry in the Pakistan that is because people are
unaware and un educated but now a days telecom companies are working on that
Destroying cultural norms:
Although these companies are bringing positive change in the society but also destroying the
social culture and providing the negative attitude to the young generation of the country by
providing late night services that is affecting the cultural norms and sducation of young
generations.
Technological analysis:
Technology is the most known word in the modern world so anu advancement in the technology
affects the industry if industry settles them accordingly them it opens a lot of doors of success
and achievement if they do not respond towards the advancement then that particular company
goes in to darkness.
Technology is changing the attitude and behavior:
Telecommunication technology is changing the behavior of people and providing them
opportunities to get the bright future.
3G mobile technology:
The latest technology of 3G mobile communication has been marked and PTA have given
license due to which the growth of PTCL will be intense.
Focus on increasing the coverage:
The current focus of telecommunication industry is on increasing the coverage rather than up
gradation of system (ignoring 3G). they should upgrade the system to meet the requirement of
the modern world.

7 DEPARTMENTS OF PTCL

17

Every organization is divided into definite departments. Each department performs

different kind of jobs and requires staff with specialized skills to handle particular job.
This increases the efficiency of workers and makes `
There are several aspects on which departmentalization in an organization can be
based. The division can be done on the basis of function, product, customers or
geographical locations.
The PTCL Head Quarters is comprised of several departments. The division is made on
the basis of function they perform. Hence it can be concluded that PTCL has adopted
the policy of functional departmentalization. The main departments of PTCL are
mentioned below.
1. Human Resource Management Dept.
2. Finance Dept.
3. Commercial Dept.
4. Operational Dept.
5. Technical Dept.
6. IT Dept.
7. Corporate Affairs Dept.
8. Special Projects Dept.
Human resource management
1

It is a huge organization and being considered as one of the biggest company in

Pakistan.

2 It has more than 56,000 employees and a huge network of organizational

management has been spread throughout the country.
3 PTCL is engaging a substantial number of experts and specialists of standing caliber
in different spheres of profession.
4 Job analysis and revision of jobs description was undertaken for improving the
performance standards.
18

5 To meet the future challenging situations in the face of privatization and post
monopoly challenges, a corporate culture and competitive environment has to be
Developed, for which all the available resources have been taped.
6 Special training courses and workshops have been conducted for the top and middle
management through reputed organizations.
7 Efforts are being made to improve productivity and efficiency of the Company while
emphasis is also being placed on effective management employees relationship and
better line of communications to achieve corporate goals
Finance department
This department is divided into following three sub-sections:

Finance

Accounts

Revenue

The Finance Wing deals with the revenue matters of the company & the Accounts
Wing is responsible for proper book-keeping of the financial transactions, commercial
audit & preparation of periodic accounts of the company. The Accounts Office of
PTCL is in Lahore.
Finance is the backbone of every organization because without finance any
organization cant run its business. It plays an important role in determining the longterm objectives and evaluating the feasibility of the business. The financial activities
of PTCL have been split up into three major branches: Finance, Accounts &
Revenue. The details regarding this section will be covered in finance section with
reference to my project

Main offices

19

The head office of Pakistan Telecommunication Company Limited is situated in Sector G-8/4
Islamabad, which is headed by the President. Other regional head quarters of PTCL are as
follow

Islamabad Telecom Region

Rawalpindi Telecom Region
Hazara Telecom Region
Northern Telecom Region
Lahore Telecom Region South
Lahore Telecom Region North
Multan Telecom Region
Faisalabad Telecom Region
Southern Telecom Region-1 Hyderabad
Southern Telecom Region-2 Karachi
Southern Telecom Region-4 Sukkur
Southern Telecom Region-Quetta
Switching Network Central Region Lahore

Commercial Department
1 Commercial section with qualified/experienced staff is being established.
2 Company section is taking both short-term and long-term view of emerging trends of
highly competitive markets as its monopoly is coming to an end.
3 It analyzes all the possible Company options, i.e. introducing new services, adopting
new technologies to maintain the leading role in the sector and preserve its
dominant position in the industry.
4 The Company likes to reiterate that it will continue to play a prominent role in
Telecom sector of Pakistan.
5 It considers that one of the most important aspects of the forthcoming competitive
environment is pricing of products and services.
6 The new paradigm would require cost-based services with thin-profit margins but
higher volumes. Inherently, PTCL services were not cost-based. There were in-built
subsidies and long distance calls, both domestic and international, were highly
20

priced. The Company, therefore, evolved strategies of gradual price rationalization

Operational Department
Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as
well as with other corporations.
Technical Department
This department is engaged in the management and control of technical aspects of the
company, e.g. technical manpower, technical training, technical equipment, etc.
IT Department
This department is established to introduce new and advance technology in PTCL. Due
to IT department working system is to converted in a computerized system.

Corporate Development Department

This department deal corporate level issues such as PTA, International Telecom Union,
Legal and Regulatory affairs etc.

Special Projects Department

This department is doing their activities on behalf of president.

21

MY LEARNING AT PTCL
22

Part-II
Internee work:
Introduction of Exchange
I completed my internship at REVENUE & COLLECTION department of PTCL. It is
located at main G.T road near Eid Gah Masjid Gujrat. There are almost 63 exchanges
who work under this exchange. Thats why the exchange remains very busy. It is also
known as central exchange. The exchange make progress day by day because they not
only provide landline services, they also provide broad band services, Evo services,
smart tv etc which not only retain the existing customers but also attract the new
customers. Due to the extension in services the market share of PTCL increase. They
also make contribution in the progress of countrys economy.

23

There are four employees in the REVENUE & COLLECTION department including
manager. All employees in the department are very friendly, cooperative and hard
working. They are well equipped and have their grip about job. The working
environment is also very friendly in the department.
I started my internship at PTCL Gujrat on 6 th September 2013 and which completed on
17th October 2013.i learnt many skills like communication skills, numerical skills, and
time management skills. I worked under the organization culture which proved fruitful to
enhance my abilities. My timing during internship was 9 a.m to 5 p.m.

Weekly timetable:
Date
1st Week

Daily Work

Supervisor signature_______________________
06-09-2013
Orientation:
First day in Revenue and collection department of PTCL.
Introduction about PTCL and all staff of the department.
Today the Department manager Mr. Mujahid gives me
introduction about Revenue and collection department of
PTCL. These are the main functions of department.
Distribution of Bills.
24

Revenue department make the distribution of bills.

Issuance of Duplicate Bills.
Department issue duplicate bills in case of loss of bill from
customers.
Error Correction of Bills
Department also make the correction of wrong bills.
Collection of Defaulter Amount.
Department also collect the bad debts amounts of bills from
customers.

07-09-2013

Learn about scrolls and scroll report.

Scroll is that part of bill which banks, Gpos,and other

organizations that provides utility bills services,

receive from the customers.

All those organizations which provide utility bills
services, send daily reports along with scroll To the
REVENUE and COLLECTION department of the
PTCL, which contains how much bills are pays by the
customers

and

how

much

amount

has

been

transferred to the account of the PTCL.

When these daily reports received in the REVENUE
and COLLECTION department, the accountant then
separate the reports and scroll and waste the scrolls

08-09-2013
09-09-2013

because reports contains the record about the scrolls

Sunday Holiday.
Learn about cash reconciliation system.
The cash reconciliation system is use to make the entries of
the scroll reports.
Cash reconciliation system consist of followings things.

25

 Date.
Date of the collection amount.
Scroll amount.
How much amount collected per bill.
Stub numbers or scroll numbers or customers
numbers.
How much customers made the payments of bills in a
day.
Collection organization code.
Like GPO=43, HBL=12, MCB=14

10-09-2013

Practical work on computer to enter the data of scroll

11-09-2013

reports in cash reconciliation system.

Learn about error correction of bills.

Error correction of bills means to correct the bills of

the customers .sometimes it happened that the
customers made the payment of the last month but
wrongly it include to the next bill or the customers who
use the DSL services of the PTCL had closed the
service in the last month but it also include to the bills,
when these types of error occurred, the REVENUE
and COLLECTION department play their role to made
the correction.

Data entry on computer of scroll reports.

12-09-2013

Learn about The Billing & Customers care system.

It is the software which is used in Revnue & collection
department,to check the previous detail of bills payment and
made the correction according to it.

26

To check details about previous payments of bill.

Enter the area code.

Enter the land line number.
Set the date and then press enter.

2nd Week
Supervisor signature_______________________
13-09-2013
work on computer to enter the data of scroll reports in
cash reconciliation system.
14-09-2013

work on computer to enter the data of scroll reports in

15-09-2013
16-09-2013

cash reconciliation system.

Sunday Holiday.
Attend Meeting.
A meeting is called by the manager at 15 th of every
month but due to Sunday the meeting is held on 16 th .
In meeting the manager share or discuss the
performance of the last month with employees and
points out the important points in which the manager
is not fully satisfied.

17-09-2013

Arrangement of Bills.

18-09-2013

27

Separate the bills according to exchanges and city.

Arrange them.
Tied the bills .
Write the exchange names and codes.

Learn about Distribution of Bills.

After arrangement, for distribution purpose the bills

are given to the 2 main Post offices in city.

Both post offices provide distribution service.

19-09-2013

They charge Rs.5 per distribution bill.

Learn about issuance of duplicate bills.

Duplicate bills means the copy of the original bill.

The department issue duplicate bills when the original
bill is missing and not receive to the customers due to
some reasons

how to issue duplicate bills.

To issue the duplicate bill simply enter the area code

and phone number in the B&CCS software and then

press enter.
The software show all the billing details and then take

the print of that bill which the customers want.

the stamp and signature is made on the duplicate bill
which shows that the bill is issued from the
department.

3rd Week
Supervisor signature_______________________
20-09-2013
Separate scrolls and scroll reports.
21-09-2013

Receive posts from post man.

Seprate scroll and reports.
Arrange the reports according to banks.

Use computer to enter the information about reports.

Use cash reconciliation software, which include.
Date.
Date of the collection amount.
Scroll amount.
28

How much amount collected per bill.

Stub numbers or scroll numbers or customers
numbers.
How much customers made the payments of bills in a
day.
Collection organization code.
Like GPO=43, HBL=12, MCB=14

22-09-2013

Sunday Holiday.

23-09-2013

Learn about how to issue tax statements.

tax statement include how much tax is paid by the

customers per month by using this facility.

Tax statement is issued for 1 year from 1 July to 30
June of the next year, for example 1 July 2012 to 30

June 2013.
eReporting is use to issue tax statements.

Enter the data about scroll reports.

Made the correction of bills.

24-09-2013
29

Learn about how to make the installments of bills.

sometimes customers are not in a position to make

the payment of bills.

this services is also very fruit full in building strong

relationship with the customers

increase the chances that customers will make the
payment of doubtful debts

Enter the data about scroll reports.

Made the correction of bills.
issue tax statements.

25-09-2013

Learn about Recovery.

26-09-2013

Recovery means make calls to all that customers,

who not make the payment of the landline bills but

they still use the services of the organization.

Most Difficult task in this department according to me.

4th Week
Supervisor signature_______________________
27-09-2013
Enter the data about scroll reports.
issue tax statements.
28-09-2013
issuance of duplicate bills.

29-09-2013

30-09-2013
01-10-2013
02-10-2013

30

Sunday Holiday.

Enter the data about scroll reports.

make the installments of bills.
issuance of duplicate bills.
Made the correction of bills
issue tax statements.

03-10-2013

5th Week
Supervisor signature_______________________
04-10-2013
Enter the data about scroll reports.
make the installments of bills.
05-10-2013
issuance of duplicate bills.
Made the correction of bills
issue tax statements.
06-10-2013
07-10-2013
08-10-2013

Sunday Holiday.
Learn about collection of defaulter amounts.

Collection of defaulter amount means to collect the

09-10-2013

amount of bills from those customers who leave the

10-10-2013

organization.
The defaulted amount is also known as bad debts.

th

6 Week
Supervisor signature_______________________
11-10-2013
Closing of work.
12-10-2013
This is my last day at Revenue and collection department of
PTCL. I was very happy because my internship is complete.
Today the manager Mr. Mujahid organizes a party. I enjoy
the party and meet with all staff and conclude my internship.

Meeting
A meeting is called by the manager at 15 th or 16th of every month. In meeting the
manager share or discuss the performance of the last month with employees and points
out the important points in which the manager is not fully satisfied.
The main work starts from 17th of every month because they receive new bills from the
printing office of PTCL, which is situated in Lahore. In meeting which is arranged at 15 th,
31

the manager and employees makes the new planning of the new coming work, and
makes new rules and regulation. In meeting they also discuss about their customer
because the main work of REVENUE & COLLECTION department is to provide
customer care services thats why all the employees give priority to the customers and
tries to fully satisfied the customers. It is often said that a business is in loss when their
customers are not happy with the products and services. Thats why to survive in the
market it is necessary to provide well satisfied customer care services to the customers.
In meeting an employee is selected whose duty is to go printing office of the ptcl Lahore
and bring the new telephone bills of the customers.

Functions of REVENUE & COLLECTION Department

Bill printing and Receiving

Arranging and Distribution.
Issuance of Duplicate Bills.
Error Correction of Bills
Collection of Defaulter Amount.
Cash Reconciliation system.
Recovery.

32

 Make Installment of Bills.

Issuance of Tax Statements.

Bill printing and Receiving

on the next day of meeting, the selected employee gets up early in the morning
and come to office at 6 a.m and take a loader vehicle from the PTCL office, and
went to Lahore to take the printing bills from the printing office of PTCL. The
employee start their journey at 7 a.m and he has to reach at printing office before
11 a.m. after reaching their, they separate all the cotton of the bills of all their
exchanges. Total 55 exchanges are working under the central exchange of
Gujrat, which are located near the Eid Gaah Masjid G.T road gujrat. The packing
is made in cotton, and each cotton contains the bills of one exchange. The
employee with his helper loads all the cottons of bills in the vehicle in well
mannered way, to avoid any loss of cotton of the bills in the way. They complete
their work almost at 1 O clock(P.m) and then the employee receive the some
pages which include the summary of all the bills and how much cottons are
provided to the employee.
The employee takes care of the summary because it is the record of the cotton.
At almost 1 O clock they return back from the printing office of the PTCL Lahore.
So that reaches to Gujrat PTCL office on time. Finally they reach at office almost
4.30(p.m).After reaching at office, the employee presents the summary of the
cottons which consist the new printing bills, to the manager of the office and also
give the tool tax tokens. Then the manager said to the other employees to take
off all the cottons from the vehicle and keep them in the room and manager after
counting the cottons give approval to the summary and made his signature and
then report to the main head office of the PTCL Islamabad.
After it manager give me Rs.500 and send me to bring food so that the employee
can take the lunch, and manager make the entry of the tool tax token in their
computer. When the employee completes their lunch, the manager made the

33

payment of the tool tax tokens to the employee. There is 19.5% general tax,
which is included in bills.

Arranging and Distribution.

I am very happy and excited on the second day when the manager says to me to work
with employees, because I got an opportunity to work with employee in arranging and
distribution of bills and I am going to start their journey of internship.
It is a very interesting work and I learn a lot of work on that day and the most important
that I learned on that day is that they all work like a family and their working style is very
friendly. All the employees not jealous with each other.
The first task on the second day is that me with the help of employees put all the cotton
of bills in one place and then takes off the bills from the cotton and separate the entire
bills city wise according to their exchanges and tied them with the rope. The duty which
I performed on that day is to tied up all the bills with rope according to their exchanges
and writes the names of the city with their exchange names and codes upon them. For
this purpose manager give me the list which contain the exchange name, codes, cities
and villages name .I was very happy because I have completed my work very well and
employees are also satisfied with my work.
The purpose of arranging the bills and writing the names on it to make it easy in
distributing of bills in time to the final customers so that the customers will have enough
time to make the of the bills without facing any problem.
After making the arrangement of bills, I also got another opportunity to make distribution
of bills with the employee. The employee brings the loader vehicle from the transport
office. I with employee load the bills on the vehicle to make the distribution of bills.

34

The distribution is made in two GPOs. First of all we go to the GPO of the railway
station to deliver the bills of rural areas. following are the exchanges whose bills are
deliver to here.
Exchange Code
601
603
604
605
606
607
608
609
610
611
612
613
614
615
616
617
618
619
620
621
622
623
624
625
626
627
628
630
631
632
633
634
635
636
637
35

Exchange Name
Dhoda Sharif
Feteh Pur
Ganja
Joura
Dinga
Daulat Nagar
Jalal Pur Sobti
Kotla Arab Ali
Mohri Sharif
Marri Warraicha
Sadullahapur
Kharian
Chak Pindi
Jalal Pur Jatta
Nagrian
Kunjah
Shadiwal
Karianwala
Bhago
Lalamusa
Mangowal
Kharian
Sidh
Tanda
Awan Sharif
Amra Kalan
Bhota
Alam Garh
Sagar
Jassoki
Nindowal
Nigrian
Bhangranwala
Chak Kamala
Santal

Bills
197
620
503
413
2031
956
284
2331
962
398
202
3834
332
3943
361
1561
533
795
1074
5386
663
1504
982
1422
289
357
162
274
552
593
442
330
302
191
255

638

Machora
Gulyana
Pindi Loharan
Bagharianwala
Seeker Wali
Diaona Mandi
Attowal
Surkh Pur
Aach Goch
Thutha Rai Bhad
Sheikh Pur
Doga
Chak Kala
Gakhra Kalan
Kala Komala
Mari Khokharan
Dalla Rajadi
Hajiwala
Khori Alam
Delawar Pur
Kotla Sarang
Gotriala
C5 Msag F-8

639
641
642
643
644
645
646
647
648
650
651
652
653
654
655
656
657
658
659
660
953
954

36

478
1295
268
127
253
792
702
227
280
690
296
415
411
233
143
99
249
159
303
65
425
145
28
Total=43117

After it we go to the main GPO of kachehry to deliver the bills of the Gujrat area.
Exchange Code
600
602
629
640
649

Exchange Name
Gujrat
Gujrat DGTAL
samma
Gujrat BLT
Bokan more

Bills
6304
7776
385
5855
511
Total=20831

There are total 63 exchanges which all work under the main central exchange of PTCL,
which is situated near the Eid Gaah of the G.T road. There is almost 63948 customers
and both GPOs charge Rs, 5 per bill which is equal to Rs.319740.
It is now responsibility of both GPOs to distribute all the bills to the final customers
within two or three days so that customers made their payments of bills before the due
date.

Cash Reconciliation system(Use for Data Entry).

Cash reconciliation system is software which are used to enter the data of scroll. Scroll
is that part of bill which banks, Gpos, and other organizations that provides utility bills
services, receive from the customers.
All those organizations which provide utility bills services send daily reports along with
scroll To the REVENUE and COLLECTION department of the PTCL, which contains
how much bills are pays by the customers and how much amount has been transferred
to the account of the PTCL.
When these daily reports received in the REVENUE and COLLECTION department, the
accountant then separate the reports and scroll and waste the scrolls because reports
37

contains the record about the scrolls.

After it the accountant uses the cash

reconciliation system to make the entries of the reports.

Cash reconciliation system consist of followings things.
Date.
Date of the collection amount.
Scroll amount.
How much amount collected per bill.
Stub numbers or scroll numbers or customers numbers.
How much customers made the payments of bills in a day.
Collection organization code.
Like GPO=43, HBL=12, MCB=14
I considered himself very lucky because I also have practical experience about cash
reconciliation system and perform daily work on it to enter the entries of scroll. I am
thankful to my accountant officer who appointed me as a accountant and put
responsibilities on me to record the transaction during my internship period. I enter the
data of almost 70 to 80 reports daily with ease and comfort.

Issuance of duplicate Bills.

Duplicate bills means the copy of the original bill. The REVENUE and COLLECTION
department of the PTCL also provide the services of duplicate bills to its customers to
build a strong relationship with them.
The department issue duplicate bills when the original bill is missing and not receives to
the customers due to some reasons or sometimes the bill is damaged by the customers
or last by the customers, then the customers made a complaint in REVENUE and
COLLECTION office.
When all these happen then the customers came to the PTCL office so that they receive
the duplicate bill and made the payment of bill in time to avoid the extra charges. The
38

employee whose responsibility is to issue the duplicate bills, also fully cooperate and
friendly with the customers and they issue the duplicate bill on the spot to avoid
customers from any inconvenience, because their first priority is to fully satisfied the
customers and it is the main responsibility or task of the REVENUE and COLLECTION
department.
I also work on it and gain some experience from it. The name of the software which are
used to issue the duplicate bills is The Billing and Customers Care System and the
abbreviation is B&CCS.
To issue the duplicate bill simply enter the area code and phone number in the B&CCS
software and then press enter. The software show all the billing details and then take
the print of that bill which the customers want. After the printing of bill, the stamp and
signature is made on the duplicate bill which shows that the bill is issued from the
REVENUE and COLLECTION department.

Error Correction of Bills

Error correction of bills is another services which is provided by the REVENUE and
COLLECTION department to its customers, it is another tool which are helpful to build a
strong relationship with customers.
39

Error correction of bills means to correct the bills of the customers .sometimes it
happened that the customers made the payment of the last month but wrongly it include
to the next bill or the customers who use the DSL services of the PTCL had closed the
service in the last month but it also include to the bills, when these types of error
occurred, the REVENUE and COLLECTION department play their role to made the
correction. Sometimes the correction is made on the original bill and sometime new
duplicate bill is printed and made the correction on it.
Same B&CCS software is used for correction .on the software all the previous detail is
checked and then made the correction according to the detail, because software show
that the customer made the payment or not about the last months.
When the correction is made, the daily record about the correction is written on the note
book and at the of month the manager made the adjustment of that record so that these
errors not be repeated in the next month bills and the customers cannot face any
problem and remained satisfied and loyal to the organization.

Collection of defaulter amount

Collection of defaulter amount means to collect the amount of bills from those
customers who have closed their landline connection and leave the organization. The

40

defaulted amount is also known as bad debts. The employee who works in that
department known as Telecom Recovery Inspector and the abbreviation is TRI.
TRI is assigned a target of bad debts for collection on every month, which is easily
collected by the TRI in a month. For the collection of bad debts amount notice letters
are sent to the customers two or three times as a warning so that the customers made
the payment of the remaining bills. If the customers do not made the payment of the
remaining bills after receiving the notice letter, then the assistant of the TRI go to the
home of the customers to recover the bad debts amount.
When the customers made the payment of reaming bills, then the scrolls of those
customers with scroll report are sent to the department by the organization who collect
the amount of bad debts.
Firstly the scroll report of bad debts are transferred to the defaulter department so that
the TRI clear the previous record of these customers and then report are transferred to
the accounts departments so that the accountant also make the entry of that transaction
in the cash reconciliation system.
For the collection of defaulter amounts PTCL offered incentives to the TRI so that they
can be motivated and use their best skills in the work.

Recovery

41

Recovery means make calls to all that customers, who not make the payment of the
landline bills but they still use the services of the organization.
The difference between recovery and collection of defaulter amount is that, in recovery
the calls are made to those who use the service of the organization but not made the
payment of the bills while in other case the amount is collected from those customers
who leave the organization and close to use the service of organization and not the
made the payments of bills.
According to me, it is a tough work in the department because we have to communicate
to the customers and convince them to make the payment of bills. Calling to customers
is looks very easy but in reality it is not, because I have an experience of it during my
internship period. customers use rude languages which is not easy to bear but we have
to bear it in any situation, because the main objective of the REVENUE and
COLLECTION department is to provide better customer services and solve their
problems and to maintain the customers in the organization because an organization is
nothing without its customers, and customers are the main source for earning the
profits.
One day I reached in office and that day there is fewer burdens of other works because
of closing days. The manager calls me to the office and gives me the task of recovery.
Manager give me two printed pages which consist of name of the customers, mobile
numbers, and the landline numbers. Before I start the recovery task I was feeling very
comfort because I was thinking it is very easy and simple task and I will complete this
task in almost 1 hour because I have to just make the calls to the customers and ask
the reason why they still not make the payment and when they will make the payment,
but in reality I hardly completed task in 3 days because of the rude attitude and behavior
of the customers.

Installment of bills.
42

It is another facility which is introduced by the department to its customers; the purpose
of this facility is to make it easy for customers to make the payments of bills, because
sometimes customers are not in a position to make the payment of bills. So this
services is also very fruit full in building strong relationship with the customers as well as
increase the chances that customers will make the payment of doubtful debts which
occur in past and which can be occur in future. Due to this facility customers will not
leave the organization because the PTCL organization make easier for customers to
introduce the installment facility.

Issuance of tax statement.

Another facility which is provided by the REVENUE and COLLECTION department to its
customers. Tax statement is issued for 1 year from 1 July to 30 June of the next year,
for example 1 July 2012 to 30 June 2013.tax statements include how much tax is paid
by the customers per month by using this facility.

Skills
Communication skill:
Before Internship I was not a good communicator because I was a shy person and did
not like to be friendly with everyone, and I sort out this weakness by doing internship in
PTCL where my mostly interaction was with the customers. Good communication skills
are very important in any type of business. In REVENUE & COLLECTION department
of PTCL my main task is to solve the problems of the customers related to their bills
thats why I learnt much from it and now I think I am a good communicator and can deal
customers in good manners.

43

Computer skills:
I also learnt many computer skills by doing internship in PTCL .I practically used all the
software during internship period. I learnt how to issue duplicate bills, how to make
correction of the bills and how to issue tax statements by using the software .

Time management:
It is said that TIME IS MONEY. I was not also able to manage my time very well
before having the experience of internship in PTCL but now I learnt what the importance
of time is and how to manage the time. In start of internship I feel difficult to manage my
time and can not complete all the tasks on time but all the employees in department
cooperate with me very well and teach me how to manage the time in professional life
and now I am happy to learn this skills because time management involve in every task
of life.

Numerical skills:
Numerical skill is another skill which I learnt from PTCL during internship period. By
entering daily scroll amounts in cash reconciliation software I made my numerical skill
better.

44

Responsibilities:
As a internee I perform many types of responsibilities in REVENUE & COLLECTION
department or PTCL. I perform following types of responsibilities

Receipts Table:
First I perform the responsibility to welcome the customers who enter in the department
I made guidance to the customers to them any inconvenience along this I also receives
the daily post of the department and separate the scroll and report in arrange manner.

Data entry:
I also perform the responsibility of data entry of the scroll reports in the cash
reconciliation system in the department.

Issuance of tax statements:

It is another responsibility which I perform in the PTCL during my internship. Tax
statement is issued for 1 year from 1 July to 30 June of the next year, for example 1
July 2012 to 30 June 2013.

Issuance of duplicate:
It is another responsibility which I completed during my internship period.by using B &
CCS software I issued the duplicate bills.

Correction of bills:
During my internship period I also perform this responsibility and use same software
B&CCS I made the correction of bills.

Customers satisfaction:
It is most important responsibility which I perform is to satisfy the customers in good and
well mannered way and I talk with customers by politely and happily because customers
are all for the success of the business.

45

SWOT analysis
Swot is the abbreviation of strengths, weakness, opportunities, and threats. Strengths
and weakness are internal environments analysis of the organization which shows that
in which fields they are working well and in which fields they are not working well.
Opportunities and threats are the external environment analysis of the organization
which shows what factors can be the opportunities for the organization to take the
advantage in the market and what factors can damage the performance of the
organization. By swot analysis organizations make new strategies related to their future
activities.

Strengths:
Experience staff:
It is the strength of PTCL to have the well experienced staff in the organization. In
organization there are mostly aged employees who have spend many years in it and
gain lot of experience and they knows almost each and every thing about the
organization and well equipped about which decision is better for the organization and
which is not. They all are well aware about the market changing trends and take
decision in the light of market information.

Family Environment:
Working environment is a key of the PTCL and they contribute in the progress of the
PTCL .In revenue department of the PTCL where I have completed my internship, one
thing impressed me very much and that is all the employees have their attitude like a
friendly and they work like a family environment and cooperate with each other. Due to

46

family environment the PTCL have motivated employees and also maintain them into
the organization. Thats why it is considered a key for the success of the company.

Government Support:
Government support is also strength for PTCL because government holds 62% share of
it.

Offer new products:

Almost before 4 or 5 years organization face many problems like many customers were
leaving the organization sales decline due to which revenue of PTCL is also decline
.PTCL identifies these problems very efficiently and provide new products and services
to fulfill the demand of the customers.
Now a day it is also the strength of the PTCL because these new products and services
maintain the old customers and also attract new customers.

Better services to customers:

PTCL is a servicing organization thats why they provide better services to the
customers compare to the competitors. The CSR provide quick response to the
complains of customers because it is the main source of their earning.

No pressure of finance:
PTCL is a very large organization and they provide communication services all over the
Pakistan. They have many customers in the market due to which organization earn
large revenue every year thats why they have lass pressure of finance.
47

Rewards and incentives to employees:

It is also a strength of the PTCL because they offer rewards and incentives to the
employees. It is an effective tool to maintain and motivate the employees so that they
utilize their skills at best level.

Boss of the market:

It is also the strength of the PTCL to be the boss of the market because they have large
market share and they also have less pressure of the competitor.

R & D:
PTCL is the big organization of telecommunication in the Pakistan. R & D department
perform their duty very well and provide quality market information to the decision
maker which contain the solution of the problem which company face.

Weakness:
Mostly aged employees:
Although aged employees have spend many years in the organization and they have
gain much experience from the organization which can be prove fruitful. But they also a
big hurdle in adaptation of latest technology and they prefer to do work in old ways and
not adopt the new technology .thats why according to me it is a weakness of the PTCL.

48

Dependency:
Dependency mean employees prefer not to work and depend on each other which is a
weakness of the PTCL because dependency makes employees idle and lazy which
cause the waste of time and money of the PTCL and also disturb the working
environment. They also demotivate the others employees due to make heavy burden of
work on others.

Promotion only for seniors:

It is also a weakness of PTCL because it has bad impression on juniors who work hard
in the organization and do not gain any chance of promotion.

Late response to complain:

Customer satisfaction is a key to gain success and competitive advantage in the
market. Any business is alive only due to customers. It is a weakness of PTCL because
of late response to the customers complains. Workers do not response on time to
complain which cause dissatisfaction of the customers with organization and they shift
to the competitors.

Absent of culture:
There is no culture in PTCL because there is no check and balance on it. Almost all
employees made their own separate culture which is not good thing for PTCL.

49

Opportunity:
Offer new products:
It is an opportunity for PTCL to offer new and latest products to gain competitive
advantage because customers want something new from PTCL like evo, smart tv etc.

Provide equal services overall.

It is an opportunity to provide equal and same services to the rural areas like urban
areas. Mostly people In rural areas are not well aware about new offers of the PTCL. So
PTCL need to provide awareness in rural areas.

Adopt latest technology:

The computers which are used for working in PTCL not up dated. There are P3
computers which not work properly and it only waste the time of the customers. Use up
to dated computers to provide quick response to the customers.

Threats:
Entrance of competitor:
Competitors are a big threat for PTCL when the customers will not satisfy with PTCL
due to the late response to the complains in this case customers are willing to shift to
those competitors who provide better services and quick response than PTCL. Due to
this market share will decrease of the PTCL and there are chance for the entrance of
competitors.

50

Government Policies:
Government is a big threat for PTCL and for any other company because if government
not gives favor in their policies to the PTCL then it can affect their business.

Turnover:
Now a days there are many telecom companies in the market who give high and
attractive salary packages and incentives to employees then it can be a threat for PTCL
to maintain their employees.

Energy crises:
Energy crises are a big problem in Pakistan so it is also a threat for PTCL because it
has big impact on all the functions of the PTCL.

Recommendations:
In following areas PTCL is lacking their operations so there are some recommendations
for the PTCL.

PTCL should need to hire the young and fresh talent from the market because
this young talent has many innovative ideas which can be fruitful for the PTCL.

so PTCL should focus on it.

PTCL should have to reduce dependency of work on each other and make a

complete check and balance on all the departments workers.

PTCL also need to give promotion opportunities to the juniors so that they can
motivate and use their skills and abilities in best way. When this promotion
51

opportunity provides to the juniors then they also show their loyalty with the

organization and focus on their work.

PTCL also need to focus on the complains of the customers and should provide
quick response to the complains of the customers .PTCL also need to take strict
actions on those employees who are lazy and not provide quick response to the

complains.
Culture of the organization is not good. So PTCL should also focus on the culture
of the organization because there is need of improvements in the culture in all

departments.
The behavior of the staff members of PTCL towards the customers is not

satisfactory. So PTCL should improve the behavior of the staff members.

Mostly computers in the departments of PTCL are P-3 , which works very slow
and it waste the time and sometime they not work due to hanging problem. So
PTCL should also focus on it and provide up dated computers in all departments

so that they can work with ease and provide quick response to the customers.
Training session should also provide specially for the old employees because

they are the main hurdle to adopt new technology and new working ways.
PTCL should also make customer care centers in the rural areas because mostly
people are not well educated in rural areas and not know how to use latest
services. PTCL should also provide guidance programs to the customers in rural
areas so that they can easy use the latest technology.

Reference:
52

http://www.linkedin.com/company/ptcl-official/products
www.ptcl.com

ptcl report 2005

ptcl report 2007

53