INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION

COMPANY LIMITED (PTCL)

Submitted To: Prof. Amer Sohail

Submitted By: Sohail Ahmed

BBF-16036
Session (2016-2020)

DEPARTMENT OF BBA BANKING & FINANCE

UNIVERSITY OF THE PUNJAB

GUJRANWALA CAMPUS
PREFACE
The internship program offered by PTCL (Pakistan Telecommunication Company Ltd) is an
enlightening opportunity for those who have recently passed out their master or graduate
programs and are wishing to polish their skills. PTCL is an effective platform to enhance the
field knowledge of new entrants and preparing them to face the world confidently and
courageously. It imparts the necessary theoretical knowledge about the field and also provides an
opportunity to practically experience the application of the business fundamentals in the
corporate as well as the non-corporate sector.

In the context, I select the PTCL (PAKISTAN TELECOMMUNICATION COMPANY

LIMITED). This report shows and will guide the readers to have an idea about maintain
accounts, its operations and the practices followed today in Pakistan. My reason for doing the
internship program in PTCL is to get first-hand knowledge about Finance and improve my
business life, because PTCL is the best organization indeed.

I tried to remain to the point, in writing the report. Brief history, organizational structure of
PAKISTAN TELECOMMUNICATION COMPANY LIMITED and my work at branch
suggestions, for improvement are also given in it.

Moreover, particularly being a student of Finance, it is necessary for me to get practical

knowledge of the financial activities of the organization. So, I have tried my best to learn a lot
about Finance management. I have made all possible efforts to summaries the broad history and
working of the organization.

This work is a collection of my observations and experience during the internship period and
afterward. The sources of my information for the preparation of this report also include the
written notes & verbal discussion with staff members, senior students and my fellows. Internship
Program is a conventional constituent is part of total spectrum of B.com (hons). The information
contained in the report is based on my personal observations, practical working and interviews
with the staff during my internship training.
In the end, I would like to say that nothing is perfect in this world. Yet we must put all activities
to reach near the line of perfection.

Acknowledgement & Dedication

Every praise is due to ALLAH alone and his prophet (peace be upon him) who is forever a
torch of guidance and knowledge for humanity as a whole.

I thank Allah, who is the holder of my breaths, without his order nothing is possible.

I am highly thankful to my respectable teachers and friends and family members who were my
supporters throughout my educational career, further I thank all the employees of the PTCL,
where I have done my internship.

I have set light, an ever-burning flame of gratitude and deep sense of obligation to my honorable
Supervisor PROF AMER SOHAIL for their valuable guidance, constructive criticism and inspiring
attitude during my studies. I appreciate and thanks to all the member of the faculty. Besides, this
internship program makes me realize the value of working together as a team and as a new
experience in working environment, which challenges us every minute. I really praise to the
great efforts of my teachers who give me a chance to enhance my abilities and skills.

Their constant encouragement and supports made the successful accomplishment of this report.
They provided me all types of guidance to complete my report.

And also, staff of revenue and collection department of PTCL, especially Mr. Muhammad Ali
and Mr. Muhammad Umar and all the other staff of PTCL, Thanks to all of them whose
inspiration, experience, skill, scholastic approach and valuable suggestions guided me
throughout the preparation of this report. The whole program really brought us together to
appreciate the true value of friendship and respect of each other.

Last words are lacking to express my feelings and indebtedness to my affectionate Family and
Friends for their love, appreciations, which always stand by me mentally and spiritually during
all years of my study.
EXECUTIVE SUMMARY
The focus of the report is to summarize my internship experience at Pakistan Telecommunication
Company Limited. Our main focus in this report is to check the working of Finance department
of PTCL. PTCL today offers the widest range of services to its customers. PTCL has laid an
Optical Fiber Access Network in the major metropolitan centers of Pakistan and local loop
services have started to be modernized and upgraded from copper to an optical network. This
report is being started with the brief and complete introduction of organization, its historical
background, its services and its products. Pakistan Telecommunication Company Limited
(PTCL) is the largest telecommunication company in Pakistan. This company provides telephony
services to the nation and stil holds the status of backbone of country‘s telecommunication
infrastructure. The company consists of around 2000 telephone exchanges across country
providing largest fixed line network. GSM, CDMA, Broadband Internet, IPTV, Wholesale data
and backbone services are other major resources of PTCL, making it a gigantic organization.

The range of services include basic telegraph, fax, telex, Public data, Internet, E-mail, ISDN
(Integrated Services Digital Network), Universal Access Numbers (UAN), and other value-
added services. Pakistan Telecommunication Company Limited is a professionally managed
company and has initiated measures, with active support of the Federal Government, to use 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.

I have described the overall working of PTCL regarding all departments at regional level and
cooperate level. I have completely observed the company management system in detail, its
management styles, procedure of operations. I have a comprehensive analysis of the marketing
of PTCL in which I completed the four P‘s of marketing mix. I have also done financial analysis
of PTCL, its accounting and finance procedures with the help of trend analysis and ratio analysis.
I have also done a comprehensive analysis of the working of HRM department and details of the
employees their incentive, benefits, and compensation. Find out their weaknesses and give
suggestions for improvements. My Internship report contains all the information about my work
experience in PTCL. As an Intern, I spent good time in learning.

As an intern it was an immensely learning experience. I learnt to deal with different situations
and gained experience of organizations working environment, which affects an employee
performance and attitude towards work and had good time in learning and performing duties
Finance Intern. Confidence, on time decision making, consistency, hard work, teamwork,
seeking success out of dark, innovation, creativity, organizational survival and customer
handling techniques are the key learning‘s out of my training and I would like to say that it wil
be one of my best skills that would remain with me and help me in future. I would like to
highlight this that my experience with PTCL was very memorable and full of leanings where I
found lot of positive changes in my attitude learning and behavior.
Contents
Chapter:1............................................................................................................................................................. 1
Introduction to Report .............................................................................................................. 1
Introduction of Internship Organization ................................................................................................ 1
Objective of study .................................................................................................................................. 2
INTRODUCTION OF TELECOM INDUSTRY ........................................................................................... 2
COMPANY BACKGROUND .......................................................................................................................... 4
INTRODUCTION OF PTCL ........................................................................................................................... 5
HISTORICAL BACKGROUND ..................................................................................................................... 7
PRIVATIZATION OF PTCL: ......................................................................................................................... 8
LOCATION OF PTCL WHERE I HAVE DONE ................................................................................ 9
PTCL’S CORE OBJECTIVES ...................................................................................................................... 12
LONG-TERM OBJECTIVES OF THE ORGANIZATION ...................................................................... 13
CORE VALUES............................................................................................................................................... 14
PTCL POSITIONING STATEMENT .......................................................................................................... 15
Chapter:2........................................................................................................................................................... 16
CURRENT SITUATION OF PTCL ...................................................................................... 16
STRUCTURE OF PTCL: ....................................................................................................................... 16
Senior Managers............................................................................................................................................... 17
Main Offices ............................................................................................................................ 18
Organizational Hierarchy................................................................................................................................ 19
Hierarchy of Model Town R&C Office ......................................................................................................... 20
Critical Analysis of Management patterns .................................................................................................... 21
Strengths .................................................................................................................................. 21
Weak Areas ....................................................................................................................................................... 22
BOARD OF DIRECTORS ...................................................................................................................23
MANAGEMENT ..................................................................................................................................24
AUDITORS ............................................................................................................................. 24
Bankers .............................................................................................................................................................. 25
REGISTERED OFFICE ......................................................................................................... 25
Business Volume ............................................................................................................................................................. 26
NO OF EMPLOYEES .................................................................................................................................... 27
ADMINISTRATIVE/MANAGEMENT STYLE ...................................... Error! Bookmark not defined.
Chapter:3........................................................................................................................................................... 28
Hierarchy of Finance Department .................................................................................................. 28
Impact of different styles on efficiency of workers ...................................................................................... 30
Brief Overview of Finance Department Members ................................................................. 30
Mr. Saleem: (Senior Manager Finance) ................................................................................................ 30
Mr. Irshad Hussain: (Finance Manager) ..................................................................................... 30
Mr. Umar Hayat: (Assistant Manager Finance): ......................................................................... 31
Mr. Adnan Raza: (Cashier) .......................................................................................................... 31
Mr. Tariq: (Computer operator) .................................................................................................. 31
Mr. Nafees: (Record Keeper) ................................................................................................................32
Mr. Arshad .............................................................................................................................. 32
Mr. Zia..............................................................................................................................................................33
Mr. Kafayat Ullah............................................................................................................................................. 33
Functions and Operations in Finance Department ................................................................ 33
Revenue and Collection Department: ........................................................................................................... 36
Shortfall in Finance Department: .................................................................................................................. 36
Critical Analysis of Management patterns ............................................................................. 37
Strengths ............................................................................................................................................................ 37
Weaknesses .............................................................................................................................. 38
Departments ...................................................................................................................................................... 38
 Operational department .................................................................................................. 38
 Switching Department .................................................................................................................... 39
 Customer Care Centre............................................................................................................................. 39
 Human Resource Department ................................................................................................................ 39
 Pay Scales & Opportunities .................................................................................................................... 39
 Compensation ................................................................................................................... 40
Financial Rewards .................................................................................................................................... 40
Medical benefits................................................................................................................................. 41
Interview Methods ................................................................................................................................... 41
Chapter:4........................................................................................................................................................... 42
Product Lines .......................................................................................................................... 42
Products ............................................................................................................................................................. 42
 Consumer Products ................................................................................................................... 43
1.PTCL Landline (PSTN) ....................................................................................................... 44
 Local Call Charges ........................................................................................................... 44
Features ................................................................................................................................... 46
PTCL EVO 3G Wireless Broadband ............................................................................................................. 49
EVO 3G Nitro: ............................................................................................................................ 49
3G EVO TAB.................................................................................................................................................... 50
Packages .................................................................................................................................. 50
Corporate Products.................................................................................................................................. 51
Success and failure of different products of PTCL: .............................................................................51
EVO Wireless Broadband ...................................................................................................... 51
Broadband Pakistan ................................................................................................................ 52
IPTV Service (Smart TV): ...................................................................................................................... 53
V-ƒone ................................................................................................................................................. 54
Re -launch of V Wireless as Vfone .................................................................................................................. 55
Chapter:5........................................................................................................................................................... 55
PTCL MARKETING MIX .............................................................................................. 55
Who are the customers ............................................................................................................................ 55
Domestic Customers ................................................................................................................ 55
Corporate Customers: ............................................................................................................. 56
What are the customer’s needs? ............................................................................................................ 56
Levels of Customer Satisfaction .............................................................................................. 56
SERVICES ................................................................................................................................... 57
SERVICES FOR DOMESTIC CUSTOMERS............................................................................................ 57
New PSTN/NTC Connections ................................................................................................. 57
Services for Consumers ........................................................................................................................... 57
New Telephone Connections ................................................................................................................... 57
Value Added Services .............................................................................................................. 57
 E-Bill Payment ........................................................................................................................... 58
 Digital Facilities ............................................................................................................................... 58
Prepayment Telephony Services (PPT): ............................................................................................... 58
SERVICES FOR CORPORATE CUSTOMERS ........................................................................................ 59
Universal Access Number (UAN) ............................................................................................ 59
 Voice Messaging Service (VMS) ...................................................................................... 59
 PTCL Messaging Plus.............................................................................................................................. 59
 Co-Location Centers ................................................................................................................. 59
Universal Internet Number (UIN) ................................................................................................ 60
Virtual Private Network (VPN) ............................................................................................................. 60
ISDN BRI/PRI ................................................................................................................................... 60
How are the firm’s products or services perceived? .................................................................................... 60
Marketing Strategy of PTCL.................................................................................................. 61
TARGET MARKET: ...........................................................................................................................61
7 P’s of Marketing ................................................................................................................... 62
Marketing mix ....................................................................................................................................................... 62
Product Planning.............................................................................................................................................. 63
Pricing strategy .....................................................................................................................................63
Placement Strategy: ................................................................................................................ 64
Promotional Strategy ...........................................................................................................................64
Promotional Mix of PTCL ...................................................................................................... 65
 Advertising ....................................................................................................................................... 65
 Personal Selling ........................................................................................................................................ 66
Major Competitors of PTCL .................................................................................................. 66
Mobilink ...............................................................................................................................................67
Telenor..................................................................................................................................... 67
Warid Tel ........................................................................................................................... 67
SWOT ANALYSIS........................................................................................................................................... 70
Strengths .................................................................................................................................. 70
PEST ANALYSIS............................................................................................................................................. 72
Political Analysis ..................................................................................................................... 72
Factors that creates Threats ............................................................................................................ 72
 Political instability........................................................................................................................... 72
Factors that creates opportunities .................................................................................................................. 73
 Industrial safety regulations .................................................................................................... 73
 Development of PTA ............................................................................................................. 73
Economic analysis ............................................................................................................................................ 73
Factors that creates threats ............................................................................................................. 73
 Economic conditions influenced by government .................................................................. 73
Factors that creates opportunities .................................................................................................................. 74
 Foreign direct investment (FDI) ...................................................................................... 74
 Lowest labor rates ........................................................................................................................... 74
 Fastest growing industry in the Pakistan ............................................................................. 74
Social analysis ................................................................................................................................................... 74
Factors creating opportunities ................................................................................................ 74
 The Pakistani people are more social.................................................................................... 74
Factors creating threat: ................................................................................................................................... 75
 Uneducated people .................................................................................................................... 75
 Corruption ........................................................................................................................... 75
Technological analysis ..................................................................................................................................... 75
Factors that creates opportunity..................................................................................................... 76
 Technology is changing the attitude and behavior...................................................................... 76
Factors that creates threats ............................................................................................................................. 76
 Focus on increasing the coverage ..................................................................................... 76
CONTRIBUTION OF PTCL TOWARD ECONOMIC DEVELOPMENT ............................................ 76
Chapter:6........................................................................................................................................................... 78
Major HR Policies and Practices ............................................................................................ 78
Functions of HR department .................................................................................................................. 78
Human Resource department of PTCL ........................................................................................ 79
Sources of candidates ....................................................................................................................................... 79
Internal sources of Recruitment ............................................................................................. 80
External source of Recruitment .............................................................................................. 80
Employment selection proceed....................................................................................................................... 80
Staff role of HR PTCL ............................................................................................................ 80
Training ..................................................................................................................................................... 80
Chapter:7........................................................................................................................................................... 83
CRITICAL ANALYSIS OF THE COMPANY ..................................................................... 83
Financial Analysis .................................................................................................................................... 83
VERTICAL ANALYSIS OF BALANCE SHEET:...................................................................................... 83
VERTICAL ANALYSIS OF INCOME STATEMENT: ............................................................................ 84
HORIZONTAL ANALYSIS OF BALANCE SHEET ........................................................... 84
HORIZONTAL ANALYSIS OF INCOME STATEMENT ....................................................................... 85
RATIO ANALYSIS ......................................................................................................................................... 85
 Current Ratio ................................................................................................................... 85
 Quick Ratio ...................................................................................................................................... 86
FINANCIAL RATIO OVERVIEW............................................................................................................... 90
COMPARISON OF FINANCIAL ANALYSIS WITH KEY COMPETITORS ..................................... 91
Currently SAP is used in finance department of PTCL ........................................................ 94
Snapshot of SAP software ............................................................................................................................... 95
Chapter:8........................................................................................................................................................... 96
Work Done During Internship ............................................................................................... 96
Weekly Timetable .................................................................................................................................... 96
Second week timetable ............................................................................................................ 96
Third week timetable .............................................................................................................. 97
Forth week timetable .............................................................................................................. 98
Fifth week timetable.......................................................................................................................... 99
Sixth week timetable ......................................................................................................................... 99
DUTIES ............................................................................................................................................ 100
NEW KNOWLEDGE ACQUIRE:............................................................................................. 101
PROBLEMS ENCOUNTERED ................................................................................................................... 101
HOW INTERNSHIP EXPERIENCE IMPACTS YOU CAREER ...................................... 102
CONCLUSION ..................................................................................................................... 102
RECOMMENDATIONS .............................................................................................................................. 104
Critical analysis of the management patterns, week areas that need to be improved......... 104
GLOSSARY........................................................................................................................................ 106
Web Pages ............................................................................................................................. 107
ORGANIZATIONAL PROFILE
Chapter:1
Introduction to Report:
The main purpose of this report is to completion of the requirements for the course of BBA
BANKING & FINANCE. For the completion of this requirement every student of that course is
require to undertake internship in any relative organization, for a period of 6 weeks.
The other purpose of this training is to understanding the corporate culture and practice of the
theoretical knowledge that we have gained in the class rooms.
This report is about the Pakistan Telecommunication Limited, Model Town Exchange
Gujranwala, where I learned different things during the period of internship about
Telecommunication sector that will discuss in soon after in the other portion of this report.
Introduction of Internship Organization
Pakistan Telecommunication is the largest telecommunication company in the country. PTCL
enjoys the monopoly in the market. PTCL has the around about 2000 exchange in the country
and PTCL is the largest landline provider company in Pakistan. In 1996 Pakistan
telecommunication Company (PTCL) was established under Pakistan telecommunication
reorganization act.
Objectives:
The main objective of studying this organization is to get the knowledge about this organization
that how does it works, what are its departments and their function, as it was required by my
institute to do internship in an organization and acquire knowledge about its working.

Scope of study:
As there was, I have little time for the study of Revenue and collection department of Pakistan
Telecommunication Company and their corporate culture of revenue and collection department.
But this report mostly focuses on the function of the organization.

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Aim of study:

The main aim of my internship in Pakistan Telecommunication Company Limited is learned the
procedure and the operation of the telecommunication sector in Pakistan and get the complete
knowledge and information that can help in preparation of my internship report.

Objective of study:
During the period of internship, I have achieved following objectives
 To apply the theory in practical situations.
 Good work behaviour and sagacity of dependability is produced.
 To develop my attitude supportive to valuable interpersonal affairs.
 To recognize how the key business method are carried out in business.
 To know how of the information that is used in an organization for decision
making at diverse stages.
 To get professional know-how in an actual testing situation.

INTRODUCTION OF TELECOM INDUSTRY:

Telecommunication is the broadcasting of information over significant distances to
communicate, with the help of different transmission devices. The starting of communication
globally took place with the use of smoke signals and drums in Africa, The Americans and in
Asian parts. Today the dynamism of international telecommunication markets is broadly
attributed to a progressive liberal principal environment and fast technological developments,
Countries have now recognized the importance of current trends in IT, and their impacts on the
economic and social lives of the people.

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Six years into a year‘s century, the telecom sector of the world finds itself at crossroads, after
changing itself almost beyond recognition over the last 20 years. Privatization and competition
are the order of the day, with a majority of countries having adopted these policies to advance
their telecom sector. The results have been impressive: the industry has grown at an
unprecedented pace. Although there has been phenomenal growth in Pakistan, especially in
cellular mobile communication and in the internet, yet the tele- density remains almost stagnant.

Prices are likely to go up. Analysts say that Mobilink will perform best in terms of revenues in
future. They are likely to use their position by getting more aggressive in pricing. Telenor will
not remain behind in increasing prices. Experts say that they will not get as aggressive as
Mobilink but they will twist the tariffs to increase their margins. Ufone and Zong are likely to
remain price efficient networks. Cellular companies are likely to focus on new innovative
services that can get popular.

PTCL will remain the dominant player in broadband market. The telecom sector of Pakistan has
also entered into a new era. The monopoly of PTCL is now over and the sector is moving
towards liberalization. While liberalization and competition are synonymous, the future scenario
also poses some challenges to the market dominance of PTCL. The company is ready to face this
challenge and maintain its revenue streams in the face of forthcoming competition.

The telecommunication industry has been the highest contributor to the government exchequer.
Last year alone, it was responsible for 133 bil ion rupees to the government‘s income in the form

3
of various taxes. The telecom industry experienced a new boom in the first decade of the 21st
century. This led to massive investment in, both foreign and domestic.

With a volatile growth of Information and Communication Technologies over the past few
decades involving broadcasting, satellite communication, public telephony and IP networking the
telecommunications have observed evolutionary escalation. The Global telecommunication
industry break through was the breakup of AT&T and the privatization of British Telecom in
1984, which led to a wave of deregulation and liberalization movement. However, in developing
countries it took time to kick off and join the deregulatory bandwagon. Having all the facts at
hand, the industry is considerably reliant on development, both infrastructural and technological.

COMPANY BACKGROUND

From the beginnings of posts and Telegraph department in 1947 and establishment of Pakistan
Telephone and Telegraph department in 1962, PTCL has been a major player in
telecommunication in Pakistan. Despite having established a network of enormous size, PTCL
workings and policies have attracted regular criticism from other smaller operators and the civil
society of Pakistan. Pakistan Telecommunication Corporation (PTC) took over operations and
functions from Pakistan Telephone and Telegraph Department under Pakistan
Telecommunication Corporation Act 1991. This coincided with the Government‘s competitive
policy, encouraging private sector participation and resulting in award of licenses for cellular, card-
operated pay-phones, paging and, lately, data communication services. Pursuing a progressive
policy, the Government in 1991, announced its plans to privatize PTCL, 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. 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 of
Pakistan. PTCL launched its

4
mobile and data services subsidiaries in 2001 by the name of Ufone and Pak Net 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 Pak Net brand has effectively
dissolved over the period of time. The first major product initiative taken towards a changing
PTCL during the year 2006-07, was the launch of PTCL‘s Broadband service. PTCL achieved
unprecedented success in Broadband service as it added over 10,000 customers within the first
120 days of its launch. As telecommunication monopolies head toward an imminent end,
services and infrastructure providers are set to face even bigger challenges. The post-monopoly
era came with Pakistan‘s Liberalization in Telecommunication in January 2003. On the
Government level, a comprehensive liberalization policy for telecom sector is in the offering.

In April 2006, Emirates Telecommunication Corporation, which is commonly known as

Etisalat, has assumed management control of Pakistan Telecommunication Corporation Ltd part
of the $2.6b, deal to buy a 26% stake in PTCL. There were three participants in the bet for
privatization of PTCL. Etisalat, a Dubai based company was able to get the shares with a large
margin in the bet. When Government was going to privatize the company there was country wide
protest and strike by PTCL workers. They even disrupted phone lines of some big Government
institutions like Punjab University Lahore and many lines of public sector were also blocked.
Military had to take over the management of all the Exchanges in the country. They arrested
many workers and put them behind bars. The contention between Government and employees
ended with a 30% increase in the salary of workers. There have been various changes in the
company due to privatization. Such examples include the VSS (Voluntary Separation Scheme for
its employees), ERP (SAP based), restructuring, B& CC (Billing and Customer Care Software)
etc. Another seemingly minor change was change of brand identity (logo) that will present
PTCL‘s new face after privatization, with greater focus on customer satisfaction and bringing
about of new advancements in telecom for Pakistani consumers.

INTRODUCTION OF PTCL
Pakistan Telecommunication Company Limited (PTCL) is the primary provider of
Telecommunication services in Pakistan. The range of services include basic telephony,

5
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 an open market competitive environment. The
customer is becoming and more conscious of the value of telecom services in an improving
business environment.

The advent of digital systems, increasing application of computer technologies and development
of wide-band systems has generated new customer needs. Innovative products and services such
as cellular mobile, high-speed data, Internet etc. are much in demand. The current decade has
proved to be period of sector restructuring and growth globally. To keep pace with the changes
and to meet the emerging new demands, Pakistan Telecommunication Company Limited, has
adjusted its programs to meet the requirements of the market. Traditional telecom monopolies
like Pakistan telecommunication Company Limited need to explore new avenues of technology
and financing to accomplish a quantum leap in growth and bridge the gap between demand and
supply, still remaining financially viable. The company has taken initiatives and a change is
gradually becoming visible through expanded capacity and increasing revenue. Pakistan
Telecommunication Company Limited has taken decisions to cope with the competition within
the next years.

6
Pakistan Telecommunication Company Limited is following a business-oriented policy to
associate private entrepreneurs in telecom sector development. The options are based on
interconnect and revenue sharing arrangements with license operators and through outsourcing
revenue sharing with O & M contractors as business partners. PTCL has successfully entered
into arrangements with foreign and local telecom companies.

Private sector data and Internet services providers are operating under license and revenue shares
arrangements. Internet & information technology services are now very popular in the market
and numbers of new entrants are competing, providing Pakistan Telecommunication Company
Limited an opportunity lease capacity. Its available IT & Internet infrastructure both for private
sector licensed operators and Pakistan Telecommunication Company Limited own customers.
PTCL is fully aware of the same, and future policies feature a strong conviction of healthy
competition.

HISTORICAL BACKGROUND

1947 Posts & Telegraph Dept. established

1962 Pakistan Telegraph & Telephone Department

1990-91 Pakistan Telecom Corporation

ALIS: 850,000

Waiting list: 900,000 Expansion Program of 900,000 lines initiated

(500,000 lines by Private Sector participation 400,000 lines PTC/GOP own
resources).

1995 About 5% of PTC assets transferred to PTA, FAB & NTC.

1996 PTCL formed listed on all Stock Exchanges of Pakistan

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1998 Mobile & Internet subsidiaries established

2000 Telecom Policy Finalized

2003 Telecom Deregulation Policy announced

2005 26% Shares by Etisalat UAE through open bidding

PRIVATIZATION OF PTCL:

The government‘s efforts to restructure and privatize PTCL have been on –again off-again since
1991. It had an offer in the late 1990s for 26 percent equity, reputedly totaling $3 billion, but
held out in negotiations and ultimately missed the unique global market window at that time.
Since then, it has had difficulty attracting potential buyers.
Investors have been concerned about political risk, and appropriate support from the government
to transform the utility into a commercially-oriented corporation. With fortunes rising in the local
telecom sector, the government hoped to make privatization of the company a landmark deal for
broader reform of the company. A successful deal would demonstrate the governments
increasing support for market capitalism and, it was hoped to; boost anemic levels of direct
foreign investment.

PTCL and the government were contemplating different strategic options for restructuring. Plans
were vetted for both a geographic and functional split of operations. Analysts believed that most
likely scenario is a break-up into three new companies, tracking with the firm‘s largest business
units: local, long distance and mobile. This approach mirrors the policy environment fashioned
for new competitive entrants. From the government perspective, breaking up PTCL prior to a sell-
off will help curtail the market power of any one single service provider, thereby stimulating competition.

Unbundling the sale was also likely to increase revenues for the government. The risk, of course, was
that the mobile company, PTML (branded as ―Ufone‖), was disproportionately more

8
attractive than the other businesses. According to AKD Securities, PTML‘s contribution to
PTCL‘s total revenues was expected to rise to 12.5% over the next five years and was assumed
to contribute 39% of PTCL‘s overal revenue growth. Further growth of mobile, both in terms of
subscribers and net revenues, was considered to almost certainly outstrip demand for fixed line
services. The target was to sell up to a 26 percent stake in PTCL; the government held 88 percent
of $2.6 billion, and then any lowering of bid price in the revised agreement approved by the
cabinet in March. The official documents state that the accumulated bidding price in the revised
bid came down to $2.205 billion against the original Etisalat bid of $2.599 billion, said a report
in the Gulf today.

The PTCL privatization agreement with Etisalat allegedly inflicted a further loss of billions of
rupees to the national exchequer besides unprecedented concessions offered in the long term,
indirect conflict with Article 30 of the Public Procurement Rules 2004, it said. By far, the PTCL
has been the highest profit earning state-owned company with real-estate assets worth billions of
rupees across the country including commercial plazas, residential colonies and exchanges.
According to the government documents, the Share Purchase Agreement (SPA) of the PTCL
with Etisalat lapsed in September 2005 after the non-payment of the dues by the winner bidders.
After further negotiations with the Etisalat management, the government agreed to additional
concessions and modifications to the transaction structure offer.

LOCATION OF PTCL WHERE I HAVE DONE

I have done my internship at model town PTCL exchange which is situated at GT road
Gujranwala near GEPCO. This office overlooks the operations of Gujranwala, people colony,
Rasoolnagar, Bheri Shah Rehm, Mandiala Tega, Wahndo, DC colony, Muraliwala, Jamki
Chattha, Mansoorwali and all the constitute areas of these region. There are round about 73
exchanges under the supervision of Model town exchange. Model town exchange delivers the
105000 bills for all those exchanges that are under the model town exchange. There are some
exchanges where these numbers of bills are delivered.

9
Exchange Code Exchange name Bills

101 NEC-People colony 5278

485 NGN-Rasoolnagar 2205

491 ALCT-Botala jhanda 587

492 NGN-Bheri Shah Rahm 987

493 ALCT-MANDIALA TEGA 897

496 NGN-Wando 1785

500 ALCT-DHARIWAL 1387

476 NGN DC COLONY 2700

478 NGN-MURALIWALA 1367

480 ALCT-PAPNAKHA 356

481 NGN-JAMKA CHATHA 784

501 NGN-MANSOOR WALI 1256

505 ALCT-AZIZ CHACK 1478

517 ALCT-VERPAL 478

526 EWSD-INDUS.ESTATE 2 723

527 EWSD-LOHIANWALA 2134

532 ZTE-M-TOWN-V 3700

538 EWSD-AHMED NAGAR 2000

10
 541 WSD-QILA-DIDAR SING 5477

548 NGN- Gujranwala CANT 2390

546 EWSD-ARMY DIGITAL 565

VISION

―To be the leading Information and Communication Technology Service Provider in the region
by achieving customer satisfaction and maximizing shareholders' value‖.

11
 MISSION

To achieve our vision by having:

 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
 An organizational environment that fosters professionalism, motivation and quality

PTCL’S CORE OBJECTIVES:

 The primary objective of Pakistan Telecommunication Company Limited is to provide

telecommunication services to the people in the country.
 In short to satisfy the telecommunication needs of its customers.

12
  Responding to the rapid economic and technological growth, the company is determined
to meet the challenge of expanding needs of telephone and data communication such as
public data network, integrated services digital network and Internet services.
 The major focus of attention is to improve and expand the services, minimize the faults
and provide communication facilities to rural areas.
 It is also one of the major objectives of management that the company should not
improve its performance but also encourage the private sector to enter the Tele business.
 The company has entered the domain of free market economy, which necessitates the
liberal management policies and private sector.
 The following basic policy steps have been taken to meet the objectives laid in PTCL Act
to expand and operate telecommunication services in the country.
 The main objective of any company is to earn the profit and minimize expenses by
winning goodwill in the market.

LONG-TERM OBJECTIVES OF THE ORGANIZATION:

 Provision of Telecom services all over the Pakistan.
 Plan, establish and maintain telecommunication.
 Acquire, promote and manage research and development, transfer of technology and
software development including manufacturing of telecommunication equipment and
plant.
 Enhance efficiency, improve quality and expand the system to meet customer satisfaction
and provide service on demand.
 Great congenial climate for binding of human skill and horizon of employees through
training and education.
 Convert its cash basis single entry accounting system to accrual basis double entry
system meeting the commercial international accounting standards.
 To introduce computerized directory assistance and complaint services reform billing and
a revenue collection system.

13
 Strengthen relation with foreign international administration, entities, services providers,
international and regional telecom organizations for better international communication
and technical cooperation in telecommunication business.
 Expand customer awareness of all value-added services of PTCL.
 To improve the efficiency of Customer Service Centres by deputing qualified persons
who are well aware of public relation techniques.

CORE VALUES

Profession
al Teamwor
Integrity k

Core
Values

Customer Loyality to
Satisfactio the
n Company

14
PTCL POSITIONING STATEMENT
“Hello to the Future”

―Hel o to the future‖ is an amalgam of our vision, brand philosophy, brand values and strategy.
The essence is ―futuristic approach‖. The positioning statement ―Hel o to the Future‖ is basical y
comprised of two words ―Hel o‖ and ―Future ―that provides the inward communication through
the word ―Hel o‖, i.e. PTCL welcomes its customers and the future. Also, it offers the outward
communication through the word ―Future‖ by promising customers the futuristic ideas and
products. The first key word ―Hel o‖ captures the essence of the whole telephony network that is
the backbone of PTCL. ―Hel o‖ is a word which is related to the telecommunication history and
has been used ever since and will be used in future. This word expresses the welcoming nature of
the PTCL brand, its customer-oriented approach and warm environment. Everyday most conversations
and relationships start with the word ―Hel o‖, hence it portrays the relationship building of
PTCL with its customers.

The second key word ―Future‖ translates PTCL philosophy in a nutshell to provide planned and
proactive solutions and products to its customers. PTCL is constantly evolving and taking its customers
into the future. The word ―Future‖ holds the promise that PTCL is committed to, by providing
complete customer satisfaction through innovative and futuristic services and products. PTCL
is breaking the stereotypical perception launching into the Future embracing it as the mission to
transform the world of telecommunication and the way its customers communicate. PTCL
establishes itself as a futuristic entity which is working constantly towards inventing paramount solutions
for its customers.

15
MANAGEMENT HIERARCHY
Chapter:2

CURRENT SITUATION OF PTCL:

Now PTCL is under the administrative control of Ministry of Telecommunications and

Information Technology Government of Pakistan. After having a brief introduction from past
end of PTCL, here is the current situation of the company:

STRUCTURE OF PTCL:

An organizational structure clarifies the role of person 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 cal ed ―President‖. Then there are
SEVPs (Senior Executive Vice Presidents) i.e. SEVP Finance, SEVP human resource, SEVP
(Marketing and business Development). Then there is a chain of Executive Vice President
(EVPs) like

 EVP (Finance)
 EVP (HR Central)
 EVP (Marketing)
 EVP (Operations)
 EVP (Information Technology)
 EVP (Revenue)

16
All these are appointed at the Pakistan telecommunication company; Headquarters at G-8/4,
Islamabad. Apart from these EVP, there are also EVP (HR and Operations) who are heads of
other regions of PTCL in major cities of Pakistan. Then there are Chief engineers and General
Managers, 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 there are:

 Senior Managers (Operations),

 Senior Engineers (Operations).
 Senior Manager (Finance)

The Marketing Department is responsible for the development of new policies and objectives to
satisfy the customers and the fast-moving change of Telecommunication technology bring
drastic competition in the communication era.

There are also senior managers Finance, Account Officers, and Accountants to handle the
Regional account and Billing matters. Manager HR and his staff are responsible to take care of
Personal affairs at the Regional level. In non-gazetted staff, there are Engineering Supervisors
Operations/ switching /Power plant / Optical Fibre System / M.W Media /.

Senior Managers
 Account Assistants
 Stenographers
 Assistants
 Key punch operator
 Telecom technicians
 Upper division clerks
 Lower division clerks
 Line man
 Wire men

17
 Drivers
 Exchange cleaners
 Naib qasabs

Organizational
Structure
Main Offices:
The Head Office of Pakistan Telecommunication Company Limited is situated in Sector G-8/4,
Islamabad, which is headed by the ―President‖. Besides, it has Regional Headquarters like:

 Islamabad Telecom Region,

 Rawalpindi Telecom Region,
 Hazara Telecom Region Abbottabad,
 Northern Telecom Region-I Peshawar,
 Lahore Telecom Region (South),
 Lahore Telecom Region (North),
 Multan Telecom Region,
 Faisalabad Telecom Region
 Southern Telecom Region-I Hyderabad
 Southern Telecom Region-II Karachi
 Southern Telecom Region-V Sukkur
 Western Telecom Region Quetta.
 Switching network Central region Lahore.
These Regions provide Telecommunications services to the customers in their respective areas.
Apart from these, PTCL has an Optical Fiber Construction Region Lahore and Optic Fiber
System Islamabad, each headed by a General Manager to install, operate and look after optic
fiber systems/cables.

18
Organizational Hierarchy

President &
CEO

Business Business Business

Zone Zone Zone

Regional Regional Regional Regional Regional Regional

GM GM GM GM GM GM
ITR- STR- STR-I
NTR-I LTR-South FTR - II Hyderabad
Islamaba Peshawar Lahore Faisalabad Karac
d hi
Regional Regional
Regional Regional Regional Regional
GM GM
GM GM GM GM STR-V
LTR North - GTR - Sukkur
RTR- NTR-II STR-III
Lahore Gujranwala
Rawalpindi Dinkha Karachi

Regional Regional Regional Regional Regional Regional

GM GM GM GM GM
GM AJK /
HTR- CTR- MTR - STR-IV WTR -
Abbottabad NA- Raiwind Multan Karachi Quetta

Muzaffaraba
GM d GM GM

Support Support Support

functions BZ-N, functions BZ-C, functions BZ-S,

Islamabad Lahore Karachi

19
Hierarchy of Model Town R&C Office

senior
account
Assisten
t officer
manage
r junior
Manage account
r (Financ officer
e)
R&C
assisten
t senior
manager clerk
(R&C)

20
Critical Analysis of Management patterns:
Management in practical life is very different from what we have studied in textbooks. In real
life it is much more difficult to be a manager. In PTCL there is load of work in finance
department that even it is difficult to get the time for a cup of tea. So, it requires lots of skills for
a manager to compete in these circumstances.
Management in finance department of PTCL is very effective. Senior manager finance and
finance manager have enough abilities to cope with all the difficulties they are facing. Here is
strength and weakness of manager finance.

Strengths
 Strong leadership skills
 Very Hard working
 Motivate the entire employee in finance department and get the work done.
 He is involved in everything related to finance department whether it is meeting or audit
or anything else
 Control accounts and finance activity of GTR at the same time
 Very honest in his work. He does not leave his work for others.
 Uses SAP software to control all the activities in finance department.
 Interconnected systems to keep in touch with another department of the PTCL.
 Unity among the members of finance department
 According to SM finance manager, finance department GTR is one of the best finance
departments of PTCL. Even with their shortage of staff, manager finance is still able to
get the job done

21
Weak Areas
 Employees are too much dependent on finance manager, In the absence of finance
manager, employee do not work effectively
 Some of the staff is not related to the finance department. They are not specialized in
finance. But they are working in finance department. So, finance manager has to do
all the activity which are unknown to the employees
 Due to lots of work in finance department and shortage of staff there is chance of
errors in financials accounts.

In PTCL most people are not selected on merit in the past and many people are not willing to
work. Although recently due to privatization PTCL has made lots of changes but still there are is
culture of Govt. organization there. So, management has to work in these conditions. It requires
extra effort to motivate those people. However, in finance department manager still able to gets
the best out his employee in these conditions.

22
BOARD OF DIRECTORS

Mr. Maroof Afzal

Chairman PTCL Board

Mr.Abdulrahim Abdulla Abdulrahim Al Nooryani

Member PTCL Board

Mr Hesham Abdullah al Qassim

Member PTCL Board

Mr khalifa Alshamsi
Member PTCL Board

Mr. Mudassar Hussain

Member PTCL Board

Mr. Fadhil Mohamed Erhama Al Ansari

Member PTCL Board

Mr. Serkan Okandan

Member PTCL Board

Mr Hatem Dowidar
Member Of PTCL Board

23
MANAGEMENT

 Rashid Naseer Khan

President & Chief Executive Officer
 Mohammad Nadeem Khan
CFO (Chief Financial Officer
 Syed Mazhar Hussain
CHRO (Chief Human Resources Officer)
 Sikandar Naqi
CBDO (Chief Business Development Officer)
 Moqeem Ul Haque
CCO (Chief Commercial Officer)
 Adil Rashid
CBSO (Chief Business Services Officer)
 Saad Muzaffar Waraich
CTIO (Chief Technology and Information Officer)
 Jahanzeb Taj
CBOO (Chief Business Operations Officer)
 Muhammad Shehzad Yousuf
CIA (Chief Internal Auditor)
 Zahida Awan
Legal Advisor - Executive Vice President (Legal)
 Saima Akbar Khattak
Company Secretary

AUDITORS:
KMPG Taseer Hadi & Co,
Chartered Accountants

24
Bankers:
 Allied Bank Limited
 Askari Bank Limited
 Bank Alfalah Limited
 Bank Al Habib Limited
 The bank of Punjab
 Dubai Islamic Bank
 Faysal Bank Limited
 Habib Bank Limited (HBL)
 Habib Metropolitan Bank Limited
 MCB Bank Limited
 Meezan Bank Limited
 National Bank of Pakistan
 NIB Bank Limited
 Silk bank Limited
 SME Bank Limited
 Standard Chartered Bank (Pakistan) Limited
 United Bank Limited

REGISTERED OFFICE:
PTCL Headquarters Block-E, Sector G-8/4,

Islamabad-44000, Pakistan

Fax: +92-51-2263733

E-mail: Company.Secretary@ptcl.net.pk

Web: www.ptcl.com.pk

25
Business Volume:
Installed capacity More than 5273091

Working connections 4,405,161

Total Exchanges 2962

Telephone density per 100 population 2.9

Countries on ISD 242

Customer service centre 154

Card pay phone 387,490

NWD stations 2092

UIA stations 1898

Total length of main optical fiber link 4591 km

Optical fiber short haul links 127.2 km

Optical fiber spur links 3241 km

26
NO OF EMPLOYEES:
PRESIDENT & COMPANY SECRETARY 02

Senior Executive Vice President 07

Executive Vice President 22

Chief Engineers 26

General Managers 94

AGM, DY. GM, Director, System Analysts, Dy. Managers, 2500

RTO, CS, SE, DE, SAO, DM, SRO etc.

ADE, AE, SDO, AO, SL, Lectetc 20,000

ES, Assistant. PA, Tech, LM. UDC, KPO, Khakroob, Mali, 47,000 (almost)
HC, etc.

Total Employees 70,000 (almost)

Note: This figure includes all permanents, contract bases and

also appointed under new terms and conditions during the
year 2005.

Number of employees

After the restructuring of PTCL, many of employees adopt VSS. Now there are more than 30000
employees in PTCL who are working in all over in the Pakistan they are the assets of the
company and they are the responsible for the good will of the company. Company also focuses
on the status of there employees and give them performance appraisal program with incentives
and medical treatment.

27
ADMINISTRATIVE/MANAGEMENT STYLE

Chapter:3
Hierarchy of Finance Department

Senior
Finance
Manager

Financ Account
e s
Manage Manage
r r
Assista
nt
Manage
r
Compute Recor
Cashi r d
er Operator Keepe
r

28
Employees in finance department:

Employee Name Designation Qualification Benefits

Number
(Salary)

RS.

10053766 M. Saleem Senior ACMA 127,000

Manager

10065249 Irshad Manager FCMA 58,000

Hussain Finance

10076578 Umar Assistant MBA (Finance) 46,000

Hayat Manager

10086789 M. Tariq Data Entry Graduation 34,000

10053690 Nafees Computer Graduation 36000

ahead operator &
Record keeper

10075540 Adnal Ali Cashier Graduation 37000

10098431 Arshad Assistant Metric 31,000

Majeed

10084575 M.Zia Clerk M.S.C (Stat) 34000

10065421 Kafiutulllah Clerk Graduation 30,000

chema

29
Impact of different styles on efficiency of workers:

Brief Overview of Finance Department Members:

Mr. Saleem: (Senior Manager Finance)
He is the head of finance department. His grade is 19 and he is employed in PTCL in contractual
basis. He overall controls all the activity in finance department.

Mr. Irshad Hussain: (Finance Manager)

He is grade 18 officers and employed on contractual basis. He is responsible for different phases
of financial activities including operational cash handling, bank dealings, sage keeping of
financial records and check books and recording of all transactions on a daily basis. Most of his
working is in SAP. Currently he is also acting as accounts manager.

Some of its primary responsibilities are:

 Oversee and coordinate financial activities for all Gujranwala division.

 Ensure preparation and maintenance of financial reports.
 Maintenance of financial records.
 Prepare monthly bank reconciliation certificate.
 Posting of bills in SAP.
 Responsibilities to check all the bills amount and rates and also report to the SM
finance and also to the manger with concerned bills.
 Ensure timely disbursement of staff payroll, pay slips and updating of relevant salary
sheet.
 Preparation of operational, budgets and annual development program.
 Disbursement of funds against budget for revenue expenses.
 Monthly analysis of variances with budgets.
 Control of financial transitions in billing.
 Computerization of billing for all services using SAP.
 Maintenance and operation of bank accounts.

30
  Funds based management.
 Settlement of total accounting rates.
 Complains with indirect taxes.
 Preparation of management of accounts.
 Co-ordination with Government Authorities on financial matters and related issues
 All the bills which are initially checked by concerned person in finance are then
checked by him. He then signed those bills after then it is approved by Senior
Manager Finance.
 Help other employees of the finance department in their problems.
 Also responsible for adjustment in the accounting entry.
Overall all the main activity in finance department is controlled by Mr. Irshad.

Mr. Umar Hayat: (Assistant Manager Finance):

 He is assistant manager of finance department.
 He is currently working as to check all the email forward to the finance department.
 When the bills received in finance department, he mails to the concerned manager to
check whether that bills are of his cost centre.
 He also emails to cost centre when there is error in some bills.
Mr. Adnan Raza: (Cashier)
 He worked in PTCL finance department as a cashier.
 He has record of ceiling and non-ceiling of budget allotted in the finance department.
 When a cheque is made then he mails to the defined person to collect the cheques,
which is then given to the person after verification. He maintains monthly record of
all the cheques issued.
 He is also responsible for tax collection and then submits it to the FBR.
Mr. Tariq: (Computer operator)
 He is currently working on SAP and is responsible of parking and posting of the bills
and also for the transfer of the funds to related bills.

31
  The bills which are approved by the SM and finance manager are proceeded towards
to him. He parks it into the SAP. It generates a unique code after entering into the
SAP.
 He then posts the bills and transfers the funds.
 He also makes the cheques against bills.
 After entering code of each bill, he recorded entry and at the end attach cheque with
the application.
 All of his working is in SAP.
 Currently he has responsibilities of parking, transferring funds and posting.

Mr. Nafees: (Record Keeper)

 His job is to keep to record of all the bills.
 Mr. Nafees is one of the most experienced people in finance department.
 The bills which are processed are given a specific code which gives a unique idea to
him to keep record and also the amount issued against those bills.
 He also has an additional task of travel management. All the bills related to traveling
are checked by him.
Mr. Arshad:
He checks the bills at initial stage. He checks whether rates and amount in bills is accurate and
also it approved by concerned person. He also has record of those bills. He is currently working
on following types of bills and vouchers.

 The bills related to employees

 Travelling allowance
 Employee training
 Stationery expenses
 Entertainment
 Uniforms
 Merit scholarship
 Local training

32
  Overtime allowance
 Postage and courier services
 Advance salary
Mr. Zia:
He also checks the bills at initial stage. He checks whether rates and amount in bills is accurate
and also it approved by concerned person. He also has record of those bills. He is currently
working on following types of bills and vouchers.

 All the bills related to power. That is which include electricity bills, gas bills of PTCL
exchanges.
 Maintenance bills which includes both internal and external bills.
 Fuel oil and lubricants (generators)
 Fuel oil and lubricants (Vehicles)
 Vehicles
 Building and office works

Mr. Kafayat Ullah:

Currently he is responsible for field work. All the activity of finance which is related to field is
done by him

Functions and Operations in Finance Department:

Finance Department is responsible for the budgeting, planning and transaction relating expenses,
pricing control funds and treasury measure and direct taxation. PTCL recently introduced SAP in
its functions to ensure better management. In finance department SAP is also used which is
directly connected to headquarter office. It is very expensive software and its training is also
expensive.

Functions of finance department is as under:

 PTCL head office Islamabad approves budget for certain region and then handover it
to the RGM for further distribution.

33
 Then budget is transferred to the concerned cost centre by finance department at the
time of payment on case to case to basis.
 Vouchers are directly received by SM finance and then forward to the concerned
person depending on the type and nature of vouchers and bills.
 Initially bills, their rates, amounts and signature of the concerned manager of the cost
centre are checked by employees in the finance department
 Then at the end Finance manager checked those bills and vouchers and then signed
those bills which later on approved by the Senior manager
 Then those bills or vouchers are forward to the computer operator who then parked
those bills, transfer funds for those bills and then posted those bills in SAP.
 Finance manager also posted some bills. But because currently he is responsible for
other accounts activity as well so most of the posting is done by computer operator.
 Computer operator then also prepares cheques for those bills.
 Then cheque along with bills is forward to the cashier.
 Cashier first checked those cheques and then signed them from finance manager and
senior manager. He then mails to the concerned person about those cheques.
 Every effort is being made to release the payment at earliest
 Allotment and SAP work is being looked after by finance manager and assistant
manager finance
 Assistant manager also mails to concerned cost centre and confirm the receipt of bills
or vouchers
 Record keeping is an important part in finance department. He uses excel sheet and
SAP to keep record of all the bills and vouchers.
 Every bill that is posted has a unique code which is helpful in keeping record of the
data.
 Record keeping is also important for auditing purpose.
 Auditor come at the end of fiscal year and checked all the record and bills.
 Accounting system is currently maintained finance manager.
 He also made adjustment accruals or prepaid.

34
  Finance manager also prepare bank reconciliation certificate at the end of the month
 He also involves in preparation of financial records and accounts.
Following are authority of the certain manager to approve bills which later on transfer by
the finance department

 Salary budget is being allocated to Senior HR manager and are approved by GM HR.
 The budget of medical expenses and security guards is being allocated to SM HRA as
the case relates. Payment is being made on the verification from SM medical services
and sanction of RGM. All the cases are being processed by the HR i.e. from
collection of bills from hospitals to technical verification from the local doctors and
then verification from the cost centre.
 Liveries and uniform, death compensation, marriage grant, education grant and legal
fees cases are being dealt by the SM HR&A and finance department receive sanction
of RGM in each case
 POL bills are being paid to Ms PSO after the approval and sanction of RGM. PSO
payment is being made centrally to avoid the surcharge payment. For fixing the limit
in the card finance department get the approval of RGM.
 The electric bills payment is being made on the verification of SM Network.
 Upon the approval of RGM we give Ty advance for buildings to SEs to maintain the
network and building maintenance.
 Development works are being carried out by the region through contractor Abdul
Razzaq etc and through own staff of PTCL. All are the projected works being carried
out on the SAP through Project No, and activity No etc. the payment is being made
on the approval and sanction of RGM dully vetted by the Quality Assurance.
 Estimated buildings works are being carried out by the approved contractors and by
observing all formalities. The building works are being looked after by the Manager
Estates Gujranwala.
 Telephone bills are being distributed to the concerned SEs as per approval of RGM
on case to case to basis

35
  Building and L & W budget is distributed on the monthly basis upon the approval of
RGM.
 All TA cases are being approved from RGM and paid on the actual basis.
 Marketing budget is being utilized by the SM consumer sales and approval is being
granted by RGM.
 PTCL have made centralized contract with Ms TCS to lift the courier from all offices
and centralized payment is being made from region upon the sanction of RGM.
 Purchase of IT Equipment‘s is being made from the approved vendors of PTCL
Headquarter.

Revenue and Collection Department:

Following are some of the function of Revenue and Collection department.

 Responsible for delivery of bills, income collection, and debt recovery administration to
customer and clients
 To check the bills registered i.e. record keeping
 Analyse arrears accumulation and Billing vs Realization
 Check caller reports on daily basis
 Make correction in bills on the request of the customers
 To check negative arrears
 To make online adjustment
 To monitor delivery of telephone bills
 Liaison with banks
 Bring improvement in the process of delivery of bills to the customer.

Shortfall in Finance Department:

Following are some of shortfall in finance department in PTCL Gujranwala:

36
  There is shortage of staff in finance department. There should be two separate
managers for accounts and finance. But currently MR. Irshad has responsibility of
both.
 Some of the staff is not related to the finance department. They are not specialized in
finance. But they are working in finance department.
 There is still paper work in finance department which can create problem. Although
now most working is done in SAP software.
 Finance department is too much dependent on finance manager. When he is not there
no work is done.
Overall working in finance department is very good. All the members are work hard and often
use over time to complete their tasks.

Critical Analysis of Management patterns:

Management in practical life is very different from what we have studied in textbooks. In real
life it is much more difficult to be a manager. In PTCL there is load of work in finance
department that even it is difficult to get the time for a cup of tea. So, it requires lots of skills for
a manager to compete in these circumstances.

Management in finance department of PTCL is very effective. Senior manager finance and
finance manager have enough abilities to cope with all the difficulties they are facing. Here is
strength and weakness of manager finance.

Strengths:
 Strong leadership skills
 Very Hard working
 Motivate the entire employee in finance department and get the work done.
 He is involved in everything related to finance department whether it is meeting or
audit or anything else
 Control accounts and finance activity of GTR at the same time
 Very honest in his work. He does not leave his work for others.

37
  Uses SAP software to control all the activities in finance department.
 Interconnected systems to keep in touch with another department of the PTCL.
 Unity among the members of finance department
 According to SM finance manager, finance department GTR is one of the best finance
departments of PTCL. Even with their shortage of staff, manager finance is still able
to get the job done

Weaknesses:
 Employees are too much dependent on finance manager, In the absence of finance
manager, employee do not work effectively
 Some of the staff is not related to the finance department. They are not specialized in
finance. But they are working in finance department. So, finance manager has to do
all the activity which are unknown to the employees
 Due to lots of work in finance department and shortage of staff there is chance of
errors in financials accounts.

In PTCL most people are not selected on merit in the past and many people are not willing to
work. Although recently due to privatization PTCL has made lots of changes but still there are is
culture of Govt. organization there. So, management has to work in these conditions. It requires
extra effort to motivate those people. However, in finance department manager still able to gets
the best out his employee in these conditions.

Departments
Following are the different departments of Gujranwala model town exchange.

 Operational department
Operational department is responsible to maintain the whole infrastructure of PTCL that is the
maintenance of cables, exchanges and other assets of PTCL. This department is also
responsible for NTC installation. i.e. installing new landline numbers. This department is also
responsible for external restoration.

38
  Switching Department
Switching department is the department which is operated with in exchange. The responsibility
of switching department is providing or disconnecting services to subscribers. If there is new
subscriber that it is the switching department that provides services with the collaboration of
operational department. If the subscriber wants to disconnect the landline number then
subscriber have to obtain NOC from R&C department and have to show NOC to switching
department in order to disconnect subscription.
 DSL Maintain Department
Digital subscriber line (DSL) is the department that provides internet service and other online
facilities such as smart TV to its customers. The key responsibility of DSL department is
providing facilities to new subscribers and providing superior services to existing subscribers.

 Customer Care Centre

Customer care center or one stop shop focus is totally on customers. They facilitate customers in
different ways either by providing information about different offers of PTCL, selling of 3G
EVO, Nitro or Cloud, depositing invoice by cash Debit/credit card. Demand draft, cheque or
through pay order. They are responsible for order entry of NTC, DSL. Smart TV, Vfone. EVO,
NITRO, CLOUD and other devices.

 Human Resource Department

Human resource department is to facilitate the employees of the all department. They facilitate
the employee and also check the performance of the employees. The main role of human
resource department is to meet the business needs (PTCL) through managing your important
resources that are employees. This include also managing hiring and recruiting employees.HR
department also give the counsel to other mangers to resolve the issue related to employees.

 Pay Scales & Opportunities:

At PTCL according to the information gathered by us is as follows:

a) PTCL employees have good salary as we compare to other Government Organizations

39
 b) PTCL employees have less pay if we compare them with other private sector Employees
comparable at same designations and jobs.
c) Rests of the benefits and compensations as well as allowances are as per government
rules.
 Compensation:
It is a system in which an employee is rewarded on the effective and efficient required
performance. PTCL has a very organized and effective compensation system according to the
rules and regulations of Government of Pakistan. They are offering 30% more pay then other
Government Organizations. The rewards, benefits, allowances that are offered by PTCL for its
employees and workers as well as officers are as follows:

Financial Rewards:
 Pension 60% to 65% of basic pay
 Disability Pension as per Government Rules
 Death Benefits Funeral amount + 5-6 months‘ pay Loan
Facility
 Car &motorcycle loan loan will be deducted from monthly salary
 Provident Fund 8.25% of salary + interest of 15%

Non-Financial Rewards
 Maintenance Company provides maintenance of Employee‘s car
& motorcycle
 Pick & Drop Busses are used for this purpose

 Accommodation Own flats for lower staff (1 - 15th grade)

Leave Policy:

It is up to the mark of Government rules and regulations. Leave policy contains:

40
  Holiday 6 days in a week. Sunday is off
 Earned Leaves 45 leaves per year
 Casual Leaves 20 leaves per year (with Pay)
 Maternity Leaves 120 days

Medical benefits:
 PTCL also give medical benefits to its workers and employees.
 PTCL employees have free medical treatment. In all over Pakistan there are 38
dispensaries which are working and providing free treatments to PTCL employees. This
benefit is also for the family members of the PTCL employees.
 After retirement too PTCL provide the medical benefits to its former employees.
Employees from grade 1 to 16 are entitled for medical facility up to five years of the
retirement. Employees in grade 17 and above have lifetime entitlement for the facility

Interview Methods:
The interview method depends on the situation and conditions but two of them are in focus of
PTCL while carrying out Selection.

 Structured Interviews
 Unstructured Interviews
Structured Interviews
Structured Interviews are those which are preplanned and predefined in order to check the skills,
abilities, knowledge, behavior, and required potential of the candidates.

Unstructured Interviews
Unstructured Interviews are those which are not predefined and preplanned but they are based on
conditions and possibilities.

41
PRODUCTION FACILITIES

Chapter:4

Product Lines:

42
Products:
In PTCL, so far products had been planned and developed by the engineering department and
marketing pro fissional had no role in product planning as there was no marketing department in
the Company. But now marketing professionals have been inducted in the Company and they
will definitely have a close coordination with engineering department in planning and
development of products to satisfy customers‘ desires. It should also be kept in mind that PTCL is
a technical organization enjoying state-of-the-art telecom technology.

The services offered by PTCL are built in the technology and with the passage of time; PTCL
rolls out these products in the market even many products, which have become obsolete in
developed countries, are launched as new products by PTCL. But we cannot deny the fact that
being monopolist, PTCL is depriving customers of many digital services that are available free in
many other countries. However, as the Marketing department has been established now, it is
expected that in future there will be close coordination and liaison between marketing
professionals and engineers for planning and developing customers oriented pro ducts.

PTCL is also in the process of hiring brand Managers to manage its different products.

 Consumer Products
 PSTN (Public Switch Telephone Network)
 V-phone (Post-paid and Prepaid)
 Broadband
 PTCL Smart TV
 PCTV
 EVO Wireless Broadband
 PTCL Calling Cards
 3G Nitro

43
1. PTCL Landline (PSTN)
Since the deregulation of the telecom sector, a large number of foreign investors opted for
licenses in LL. LDI and cellular operations, identifying Pakistan as an emerging market.
Investors entered the market forcefully in the cellular segment, including heating competition for
PTCL. In this situation PTCL‘s counter strategy for landline services, during the years 2007-08
was aimed to increase ARPU, acquire new subscriber and contain churn. To increase operations,
PTCL shifted from its conventional duration-based charging system to value based options, like
‗Pakistan Package‘ that offered 5,000 minutes for on net nationwide cal s at RS. 199/month.
PTCL also launched ‗International Plus‘s package to facilitate cost effective International calls at
unmatchable rates

PTCL 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 the cities and towns of the country

 Local Call Charges:

PTCL Charges and timing for local call unit will be as under:

Loca
l
Landline to Mobile Rs. 2.50 per minute

Landline to Landline and Ufone Rs 1.00 per minutes

44
2- PTCL V-fone:

PTCL also continues to be the largest CDMA operator in the country with approximately 1.25
million V-fone customers.

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) and EVDO
Broadband.

45
3- PTCL Broadband Services:

PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. Since its
launch on 19 May 2007, PTCL has acquired 668,376 Broadband customers in over 800 cities and
towns across Pakistan, leading the proliferation and awareness of Broadband services across
Pakistan.

PTCL provides Experience of the internet at its fastest with high speed access Broadband
Pakistan, simultaneously; enjoy Voice service over the same line without any extra cabling
connections. Broadband offers DSL service reliability, affordability and connectivity.

Features:
Cost effective always on internet access
High speed data download
Unlimited download
Free Modem
Convenient Ordering on phone and web
No upfront charges

PTCL has doubled its broadband data rate speed and upgraded all its existing 2Mbps customers
to 4Mbps data rate on the same tariff and all existing 4Mbps customers have been upgraded to
6Mbps data service at the same tariff. In addition, a new 8Mbps package has also been

46
introduced. PTCL will have the following data rates for all its broadband existing and new
customers with effect from July 15th 2010.

1Mbps at Rs. 1250/-

2Mbps at Rs. 1550/-
4Mbps at Rs 2100/-
6Mbps at Rs. 5000/-
8Mbps at Rs 7000/-
10Mbps at Rs 9000/-
12Mbps at Rs 12000/-

Broadband Pakistan is now available in over 800 cities/town including Lahore, Karachi,
Islamabad, Rawalpindi. Quetta, Faisalabad, Multan, Hyderabad, Peshawar, Gujrat, Gujranwala
and Bahawalpur.

With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where
till a couple of years back there was very little awareness in the country about broadband & high-
speed internet services. PTCL made the broadband technology affordable by lowering the
barriers to entry, by geographically bringing the service within the reach of a common user
across Pakistan and by continuous improvements in customer care for the service.

3- Smart TV Services:
Using its state-of-the-art Broadband 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 offers 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 al at the same time on PTCL‘s 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

47
/ 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 Video on Demand service‘. The service is available in 600 cities including
Karachi - Lahore - Islamabad - Rawalpindi - Gujranwala - Faisalabad - Peshawar - Sialkot
- Multan - Sargodha - Jhelum - Wah Cantt - Taxila - Hyderabad &- Abbottabad however it
is planned to be expanded to all the major cities and towns across Pakistan during the year 2010.

Launched for the first time in Pakistan using the flexible Internet Protocol (IP) technology,
PTCL‘s Smart TV is service which al ows customer to be more interactive and more in control
with their TV service as compared to conventional TV broadcast or cable TV. Smart TV delivers
television programs to households via broadband connection and requires a subscription, a set-
top box, and offers key advantages over existing cable TV.

4- Pak Internet Exchange:

It is the only IP enabled network with 40 (number increase) point-of-presences (POP) in 26

cities. The existing 16G active bandwidth is used for internet, data, video and video-conferencing
services and for voice of LDI. All PTCL Broadband users, narrow band users, corporate, mobile
operators, and ISP are connected to this network.

48
 5- EVO Wireless Broadband:
EVO wireless Broadband is the latest service from PTCL that offers High speed wireless internet
Access and is the latest evolution in internet. It has been introduced in big strata. one can get up
to 10 times the peak data rate of the next best public wireless solution up to 3.1 Mbps download
and up to 2.4 Mbps upload speed. It also allows the user to be connected wherever they are not
only for email, but also for downloads, large files, photo, spreadsheets, etc.

PTCL EVO 3G Wireless Broadband:

 Three simple steps to High speed On-the-Go connectivity, Just Plug in—Click &
 Connect and experience high speed on the go internet connectivity with the country‘s
 largest and the fastest growing 3G network;

 EVO offers its customers a ―superior 3G internet experience‖, with flexibility to roam
 freely like never before, in more than 100 cities Nationwide.
 Just plug and play or work at home, in the office or anywhere in between with the
 unsurpassed & amazing speed of up to 3.1Mbps, backed by the country‘s largest Wireless

service provider; experience the evolution of broadband revolution at its best.‖

EVO 3G Nitro:
Introducing EVO 3G Nitro in Pakistan; ―The World‘s first & most cutting edge EV-DO Revd.
commercial network‖. PTCL is the first operator in the world to commercial y launch EV-DO
Revd. products which offer blazing fast speeds of up to 9.3 MBPS.

EVO 3G Nitro is all set to meet the next-generation‘s need for ultimate speed & superior
performance. It is the next step in Evolution of the Wireless Broadband Revolution!

Whether it is streaming High Definition video or music, conducting a video conference while
simultaneously browsing the Internet or uploading multimedia content, in the Nitro Universe
everything happens at the speed of light.

49
3G EVO TAB:
Introducing Pakistan‘s First 3G Enabled Smartphone Android Tablet—3G EVO Tab. Powered
by Google Android Froyo2.2 OS, EVO Tab is a 7‘‘ capacitive multi gestures touch screen tablet
packed with features of both a tablet and a GSM phone that lets you surf, talk, tweet & do a lot
more simultaneously on-the-go in more than 100 cities nationwide.

Packages:

Package Price Volume

EVO Tab Unlimited Rs.2000 Unlimited data volume

EVO Tab 5 GB Rs.1500 5GB Data Volume
EVO Tab 2 GB Rs.1000 2 GB Data Volume

50
Corporate Products:
 UAN (Universal Access Number-111)
 UIN (Universal Internet Number-131)
 Business DSL
 DPLC (Domestic Private Leased Circuit)
 IP Connect
 EDSL (Enterprise)
 ISDN BRI (Integrated Services Digital Network Basic Rate Interface)
 ISDN PRI (Integrated Services Digital Network Primary Rate)
 Co- locations
 DXX Connectivity
 Call Centres
 Audio /Video Conference
 VPN (Virtual Private Network)
 Premium Rate Service)
 V-Connect
 PTCL Webhosting
 Payphones
 IPLC (International private leased circuit)
 DPLC (Domestic private leased circuit)

Success and failure of different products of PTCL:

EVO Wireless Broadband:

51
PTCL EVO 3G wireless broadband is Pakistan‘s fastest wireless internet which offers its
customers superior 3G internet experience. EVO wireless broadband is enabling the wireless
broadband revolution in Pakistan with flexibility revolution in Pakistan with flexibility to roam
freely like never before. PTCL EVO has revolutionized the way people connect to the internet by
offering true mobility.

No doubt Evo provides lots of facilities to its customers, but also there are lots of complains by
Evo customers, it can be breaking down, and having signals problem. Because the wireless
internet services having shared data upload and download speed. If there are more users the
speed will be the lesser. Now there is another product in EVO named as EVO nitro.

Broadband Pakistan:

52
PTCL broadband is the largest and fastest growing service in Pakistan. In less than three-year o it
launches, pct. has acquired approximately 392,648 Broadband customers in over 318 cities and
towns across in Pakistan, Leading the explosion and awareness of Broadband services across
Pakistan.

With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where
till a couple of years back there was very little awareness in the country about broadband & high-
speed internet services. PTCL made the broadband technology affordable by lowering the
barriers to entry, by geographically bringing the service within the reach of a common user
across Pakistan and by continuous improvements in customer care for the service.

Unique offers that make PTCL‘s Broadband unmatchable are special packages for the student
segment, free modem and installation. Availability of Wi-Fi modems, free dial up service for its
Broadband customers and free access to movies, music classical Pakistani dramas, cricket
matches, online gaming, educational and religious contents on PTCL‘s entertainment portal
BUZZ. PTCL recently doubled its broadband speed for its existing and new customers at the
same price.

IPTV Service (Smart TV):

PTCL SMART TV Using its state-of-the-art Broadband network, PTCL entered the media sector
on 14th August 2008, by launching a digital interactive television service for the first time in

53
Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the
list of a few countries across the globe that offers this state-of-the-art interactive TV service to its
subscribers.

Currently PTCL Smart TV offers its viewers 125 live channels and over 500 Movie titles
through its Video on Demand service‘. The service is available in 16 cities including Karachi -
Lahore - Islamabad - Rawalpindi - Gujranwala - Faisalabad - Peshawar - Sialkot - Multan -
Sargodha - Jhelum - WahCantt - Taxila - Hyderabad - Abbottabad and Sukkur however it is
planned to be expanded to all the major cities and towns across Pakistan during the year 2013.

V- ƒone:

PTCL also continues to be the largest CDMA operator in the country with 125 million V-ƒone
customers. It offers fixed wireless telephone for your home and business. It is the largest WLL
with 2.6 Mb, covering the 10,000 urban and rural areas.

The network is already enabled for Voice, Dialup-Internet access (153.6kbps) and EVO
Broadband

PTCL V-ƒone is a superior phone connection with advanced features like internet, caller ID,
speaker phone, address book etc., which lets you to connect wireless to the whole world.

54
Re-launch of V Wireless as Vfone:
As Vfone becomes the Wireless substitute to landline in un-served areas, it will be a strong line
for voice, data and fax services for use at home and in the office. Firstly, PTCL launches V-
wireless for their customers, but unfortunately it was not becoming popular among the people.
And they re-launch v wireless as v-ƒone with additional features.

COMPANY MARKETING MIX

Chapter:5

PTCL MARKETING MIX

Who are the customers?

PTCL basically has two types of customers Domestic Customers and Corporate Customers.

Domestic Customers:

These customers are households. And the nature of connection that install at home according to it
and charges are charged from them according to domestic level.

55
Corporate Customers:
These are business customers such as Firms, Business Organizations, Institutions, Public Call
Office, etc. Different packages are given according to the nature and size of the organization.

What are the customer’s needs?

Customer needs varies according to the customer types. But some features like moderate price
level, best quality, and effective after sale services are common while observing overall customer
buying behavior.

Levels of Needs:

Levels of Customer Satisfaction:

Below expectations Unsatisfied

56
Meet expectations Satisfied

Above the expectations delight

SERVICES:
What are the Services being provided by the company to build strong relationships with its
customers?

SERVICES FOR DOMESTIC CUSTOMERS

New PSTN/NTC Connections:
PTCL is presently the only telecom company, who provided fixed line telephone service in the
country. So whenever, any private business concern or any individual needs a new telephone
connection for provision of telephone service.

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.

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.

Value Added Services:

 CLI (Caller’s Line Identification)
CLI allows 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.

57
  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, 500,1000and 2000

 Easily available throughout the country
 Easy to use from any PTCL digital phone (Dial 1010)
 Fast and easy, nationwide and international access
 24 hours customer service through toll free number (0800-80800)
 E-Bill Payment
Billing system is a part of customer services so providing convenience to its valuable customers. PTCL
launched a new bil ing service which is available through ―PTCL Calling Card‖ This is another
service from PTCL. This service is basically providing billing solutions for the users.

 Digital Facilities
PTCL offers a variety of digital services to its customers which are as followed;

 Hotline
 Abbreviated Dialling
 Call Waiting
 Don‘t Disturb
 Call Transfer on (a) Busy (b) No Reply (c) Immediate
 Wake Up Call
 Absent Subscriber
 Code Barring

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 Tele Phone (PPT). It provides
the facility to subscriber to load a payment.

58
Telephony cards 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.

SERVICES FOR CORPORATE CUSTOMERS

Universal Access Number (UAN):
UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of
products or services like Banks, Airlines, Hotels, Shopping Lines, Fast Food Outlets, Insurance
Companies, Travel Companies, Utility Companies and Stock Trading Companies.

 Voice Messaging Service (VMS):

With PTCL Messaging Service, you can have all for 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. PTCL VMS is
designed for those who do not want to miss a call or Fax because that can be beneficial. Much
more powerful and flexible than answering machine due to Message options available in your
voice mail system.

 PTCL Messaging Plus:

PTCL Messaging Plus is designed for small and medium business enterprises having problems
with managing telephone message. Advanced messaging features save time, make you truly
mobile and increase productivity, essential for time-conscious executives, frequent travellers and
professional groups.

 Co-Location Centers:
Pakistan Telecommunication Company Limited has taken land mark decision to establish Co-
Location Centers throughout the country. This service is basically for telecom data and I.T
Companies. These companies will install their equipment directly in PTCL premises in ready

59
fitted environment. The primary purpose is to provide a number of resilient and centralized
connection and control facilities in which co-location centre‘s communication can be located.

Universal Internet Number (UIN)

UIN 131 numbering scheme for internet service providers, represent exclusive code to each ISP.
The concept of the service just like toll free 0800 but charges a local call for each connectivity
attempt, UIN involves al ocation of numbers to individual ISP‘s who are licensed by PTA.

Virtual Private Network (VPN)

Communication is the secret of success in today‘s highly competitive market. When it comes to
enabling your enterprise, your communication got to be instant, fast and hassle free. The answer
to this corporate need is virtual private network. It is an innovative and intelligent private
network to integrate business enterprises having sub-offices within a city or nationwide. Without
necessary installation of dedicated resources, VPN enables organization to create a private
network.

 Digital Cross Connect

Telecommunication networks are the most important infrastructure elements of any business
today. As the businesses increasingly depend on it, quality of networks is gaining strategic
importance. PTCL offers flexible and reliable data services solutions through a high-quality
platform of digital leased line network. PTCL digital cross connect (DXX) network provides the
most dependable media for WAN connectivity with more than 200 nodes country wide.

ISDN BRI/PRI:
It is a near broadband experience suitable for household and small/medium sized organizations.

How are the firm’s products or services perceived?

Usually PTCL is the largest and monopolistic firm in nature, according to customer point of view
there is no competitor who is providing the facilities and services like PTCL because of these
reasons:

 Majority of customers are using services of PTCL in Pakistan

60
  Wide Network
 High speed internet provider
 Wide range of facilities and Value-added services

Marketing Strategy of PTCL:

For understanding the marketing department work flow and its function we must have clear
picture of the PTCL‘s marketing strategy. For developing clear understanding of marketing
strategy of PTCL there is no one line statement or clear vision of marketing department so we have to
move traditional y. Classical y, Marketing has been al about the ―four P‘s‖: Product, Place,
Price and Promotion. The marketer identifies a target market, defines the product and Pricing to
appeal to this market and a strategy to deliver the product to the market. Thus, the marketer is the
steward of the value proposition, ensuring that the firm is delivering maximum value to its
customers.

Normally, a marketing strategy identifies the target markets, the desired position in each market
and the marketing mix that will persuade those target markets to part with their money. Market is
targeted through market segmentation. Segmentation can be done on four types i.e. Demographic
Segmentation (age, gender, race/ethnicity, household type, home ownership, education,
employment, income etc.), Geographic segmentation.

Positioning oneself by product can do positioning differentiation, positioning by product usage,

positioning against a particular competitor, positioning against an entire product category,
positioning by association and positioning by problem, Marketing Mix includes P‘s i.e. Product,
Price, Promotion and place.

TARGET MARKET:
PTCL‘s 80% revenue comes from just 20% customers, who are corporate customers and other
big and small business organizations. The main focus of PTCL marketing efforts is on retaining
and satisfying that 20% chunk of key customers at any cost. For this purpose, PTCL is now
established Corporate Customer Service Centre‘s in major cities to take care of these vital
customers. Apart from these important customers, PTCL targets general public and other small
61
business companies for sale of its landline telecom services like telephone, fax, Internet, as well
as other services like CLI, VMS, and Digital Facilities etc.

7 P’s of Marketing
Pakistan Telecommunication Company Limited focuses on 7 P‘s of marketing which are
product, price, place, promotion, physical evidence, placement and people, which are discussed
in detail as below;

Marketing mix:
Marketing mix is the sum of 4 p‘s.

 Product
 Price
 Place
 Promotion

62
Product Planning:

In PTCL, so far products had been planned and developed by the engineering department and
marketing professionals had no role in product planning as there was no marketing department in
the Company. But now marketing professionals have been inducted in the Company and they
will definitely have a close coordination with engineering department in planning and
development of products to satisfy customers‘ desires. It should also be kept in mind that PTCL
is a technical organization enjoying state-of-the-art telecom technology. The services offered by
PTCL are built in the technology and with the passage of time; PTCL rolls out these products in
the market. Even many products, which have become obsolete in developed countries, are
launched as new products by PTCL. But we cannot deny the fact that being monopolist, PTCL is
depriving customers of many digital services that are available free in many other countries.
However, as the Marketing department has been established now, it is expected that in future
there will be close coordination and liaison between marketing professionals and engineers for
planning and developing customers-oriented products.

PTCL is also in the process of hiring brand Managers to manage its different products in a
thorough professional way.

Pricing strategy:
Pakistan Telecommunication Authority (PTA) fixes the prices of telecom services. The process
is such that whenever PTCL intends to increase or reduce the rates of its services; it submits its
Proposal to PTA for approval. PTA then cal s consumers‘ representatives, journalists and other
interested groups for discussion on the proposal. After listening to the viewpoints of all the
interested parties, PTA gives its decision. If PTA approves PTCL‘s proposal, the new rates are
enforced. It may be mentioned here that telecom technology is only technology whose rates are
on the decline with the passage of time. PTCL also rationalizes its tariff with the passage of time.

63
Placement Strategy:
The Head Office of Pakistan Telecommunication Company Limited is situated in SectorG-8/4,
Islamabad, which is headed by the ―President‖. Besides, it has Regional Headquarters like:

 Islamabad Telecom Region

 Rawalpindi Telecom Region
 Hazara Telecom Region Abbottabad
 Northern Telecom Region-I Peshawar
 Lahore Telecom Region (South),
 Lahore Telecom Region (North),
 Multan Telecom Region,
 Faisalabad Telecom Region
 Southern Telecom Region-I Hyderabad
 Southern Telecom Region-II Karachi
 Southern Telecom Region-V Sukkur
 Western Telecom Region Quetta.
 Switching network Central region Lahore.

These Regions provide Telecommunications services to the customers in their respective areas.
Apart from these, PTCL has an Optical Fiber Construction Region Lahore and Optic Fiber
System Islamabad, each headed by a General Manager to install, operate and look after optic
fiber systems/cables. In each District and Tehsil, an Exchange, Franchisor, Call Centers,
Customer Care centers are available to facilitate the customer need.

Promotional Strategy:
PTCL is using following components of promotional mix for the promotion and Publicity of its
product/services.

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Promotional Mix of PTCL
 Advertising:
PTCL‘s main stress is on advertising in print and electronic media. PTCL periodical y places its
advertisements in print media on services like H/Qs hotline 0800-44544 Caller Line
Identification (CLI) Voice Messaging Service Digital Facilities PTCL Prepaid Calling Cards
Inquiry 17 Complaint 18 phone bill cards prepaid telephone, etc. to remind the customers of
these services. Sometimes, corporate ads are also released to print media to mark special
occasions.

PTCL‘s Commercials on Prepaid cal ing Card‖, ―CLI‖, Voice Messaging‖, ―Digital Facilities‖ etc.
are also broadcast immediately on electronic Media reminders to Customers.

 Sales Promotion:
PTCL offers 1/3rd rates on international calls and local calls as well to promote the usage of its
telecom network. Moreover, PTCL offers special rate packages on special occasions like
Ramadan Package and Eid Package, which offers customer reduced rates for specific timings.
These economical packages result in increased revenue for PTCL and also facilitate the
customers to talk to their near and dear ones on these special occasions on affordable rates.

65
  Personal Selling:
As PTCL is enjoying monopoly in fixed-line telephony, the company has no professional sales
force because the company has not felt any strong need to use the services of a sales force for
increasing the sale of its product. At the moment, PTCL‘s Customer Services Centers are playing
the role of sales outlets. Customers can make telephone calls; send fax messages from these
Customer Service Centers. They can also get connected their telephone bills and get duplicate
bills from these outlets.

However, with the establishment of Marketing Department in PTCL, the marketing professionals
are now in the process of inducting professionals‘ sales force for the company.

Major 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.

Operators NTC Brain ltd World call Union communication Nayatel

Customers 103,059 7,376 11,347 3,500 13,500

Other players in landline industry are:

66
There are 4 big players in mobile phone industry but 3 of them are the competitor of PTCL.

 Mobilink
 Warid
 Telenor
 Zong

Mobilink:
Mobilink is a largest mobile phone company of Pakistan. Mobilink I 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.

Telenor:
Telenor is another cell phone company it has 17,841,074 subscribers which is 20 % of total
mobile industry.

Warid Tel
Warid tel is also providing cell phone facilities in Pakistan. Warid tel is having more than
15,114,678 subscribers which are 17% of Pakistan mobile industry.

67
Zong:
China mobile company has invested $721 million in telecom sector in Pakistan during 2007 and
it would further invest $7 million in Pakistan this year. Trying to make service and rates as
simple as possible, they are relying on simple formula to enter in the Red Ocean, i.e. low price,
extensive advertising and far-reaching distribution channels.
Zong is covering the cities of Gilgit, Hunza, Skardu, Besharn and Sust. It has added over 2000
sites since its launch and the network cell sites have grown from about 900 to over 3000 today.
By the end of 2009, the cell sites are targeted to grow to over 10,000. Currently it has 6.8%
market share in Pakistan cellular market. It has total 7,453,034 subscribers by the end of 2010
years.

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Who are the competitors of PTCL?
Product/Subsidiary
Multimedia & Broadband (ISP Product)
U-fone (Cellular service provider)
PTCL Calling Cards
Wireless Local Loop (V-Fone)
Competitor
There are about 100 competitors of product
throughout the country to provide Internet
service to the customers. However, some of
the major competitor ISP‘s of product are
Cyber net, World online, Apollo, World Call
and Comsats WOL etc.
There are five competitors of U-fone in
cellular phone industry i.e. Mobilink,
Interphone, C.M Pak, Telenor, Waridtel.
Hello Cards, Call Point Cards, Call Mate
Cards, And Global Telecom Cards.
Go CDMA, Sateen Telecom & World Call
are the Fixed Wireless Telephone
competitors of V-PTCL.
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SWOT ANALYSIS:

SWOT analysis is carried out in order to access the organization internal strengths, weakness and
external opportunities and threat in order the environment in which the organization operates, so
that organization can understand these factors in developing strategies in the modern and
competitive world.

Strengths:
Following are the strengths of PTCL.
a) It is the, largest and the oldest, telecommunication company of Pakistan.
b) PTCL, enjoy monopoly, situation in market.
c) The chain, of command, is very efficient.
d) PTCL provides, round the clock, services.
e) PTCL has, strong research and, development department.
f) Nationwide, reach, through its broad network.
g) Largest operational, infrastructure as compared to other companies in telecommunication,
sector.
h) Provides, support services, through its call centers.
i) Competitors, depend on PTCL, directly or indirectly.

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 j) Experience, telecom human, resources.
Weaknesses:
a) Following are the weakness of PTCL
b) Lack, of internal, customer focus.
c) Low productivity.
d) Implementation, of rules and policies, are not assured.
e) Employee, skills are inconsistency.
f) Low, quality of services.
g) Lack, of focus on, external customers.
h) Inefficient utilization, of resources.
i) No proper, maintenance, of infrastructure.
j) PTCL-V, the fixed wireless, phone service is poor

Opportunities:
Following are the opportunities for PTCL.
a) Huge market, potential and, size.
b) Providing, superior services, to all.
c) Adopt, latest technologies
d) Capture, internet market, though, its broad band services.
e) Employee, training can, result in customer satisfaction.
f) PTCL have, heavy amount of, fixed, assets that can be leveraged, for growth or
providing, customer‘s, superior, services.

Threats:
Following are the threats that PTCL might face.
a) Market, competition can be intense.
b) Migration, to cellular network.
c) Reduction in, international calling rates.

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 d) Government, policies regarding, telecommunication sector.
e) Ability to, retain qualified employees.

PEST ANALYSIS:
PEST analysis is carried out in order to understand what the external factors that might affect
the organization. This analysis is essential in order to understand external factors so that one can
make strategies to cope with these factors, because external factors are uncontrollable by
organizations.

Political Analysis:
Political factors are those factors which are directly controlled by government and political
parties and these factors directly or indirectly influence on the organization operations.

Factors that creates Threats:

 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.
 Risk of martial laws:
In Pakistan risk of martial laws is always threat for all the industries and in the dictatorship that
could not be able to explore themselves and do not grow as they could be.
 Terrorism:
Terrorism is the major problem that is facing Pakistan in now a day 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.

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  Rapid change in regulations
In Pakistan government changes policies very rapidly without any focus on consequences.

Factors that creates opportunities

There are some factors that create opportunities:

 Industrial safety regulations

Now the government of Pakistan is trying to give maximum protection to this sector and passing
number of laws to make it safer and more stable.
 Development of PTA
Government of Pakistan had developed Pakistan Telecommunication Authority (PTA) so that
helps in the establishing business in Pakistan in more efficient way.
 Investor friendly environment
Government of Pakistan is trying to provide more investor friendly environment by giving them
more safety and benefits.

Economic analysis
Economic factors are directly controlled by the financial institutions. They help the industry to
provide the financial resources in the time of financial crises.

Factors that creates threats

There are some factors that create threats that are following:

 Economic conditions influenced by government:

In Pakistan although a proper Institution for telecommunication sector working (PTA) but
government is influencing the working of that department and imposed policies made by
politicians.
 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

73
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 it‘s made impossible for the telecommunication industry to take loan.

Factors that creates opportunities:

There are some factors that create opportunities:

 Foreign direct investment (FDI)

The telecommunication sector is one of the most profitable sectors and is able to attract foreign
currencies due to which government is trying to give 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.
 Fastest growing industry in the Pakistan
Telecommunication industry is the fastest growing industry in the Pakistan that shows that
investment is quite comfortable in telecommunication sector.

Social analysis:

Social factors are the factors that are directly attached with culture and with the people of a
specific region.

Factors creating opportunities:

 The Pakistani people are more social:
Pakistani people are more social so they have family system and they want to remain in contact
with other family members through any mean so that is the opportunity for telecommunication
sector to capture the feelings of people.
 Celebrate lots of festival:
Pakistani people celebrate lot of festivals on that occasions they try to make contact to their

74
family and other at any cost. These occasions are Eid celebrations Jaehn-e-Baharat and other
cultural festivals. They create a lot of opportunities for telecommunication industry so they make
calls to their relatives on that particular occasions.
 Population is increasing rapidly:
The total population of Pakistan is approximately 200 million. The population is increasing
rapidly which increase the cellular usage and increasing profit.

Factors creating threat:

There are some factors that create threats :

 Uneducated people
Low educated people could not be able to understand the language and the system of
telecommunication sector that creates ambiguity in the minds of customers
 Corruption
Corruption is the major threat for any industry in the Pakistan that is because people are unaware
and uneducated but now a day‘s telecom companies are working on that like
i. AJ NAE BOLO GAY TO KAL BHUHTOO GAY (khamsin ka boycott)
ii. KRO MUMKIN (Telenor)
These are all campaign to educate people and develop the positive behavior in that social culture.
 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 education of young
generations.

Technological analysis:
Technology is the most known word in the modern world so an 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.

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Factors that creates opportunity
 Technology is changing the attitude and behavior
Telecommunication technology is changing the behavior of people and providing them
opportunities to get the bright future.
 Impact on cost structure
Due to last technology the cost of telecommunication industry is destroying and they are giving
lowest rate to peoples to remain in contact with relatives and their family.

Factors that creates threats

 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.

CONTRIBUTION OF PTCL TOWARD ECONOMIC DEVELOPMENT

Pakistan Telecommunication Company Limited (PTCL) is now the country's largest converged
services carrier, providing all telecommunication services from basic voice telephony to data,
internet, video-conferencing and carrier services to consumers, including telecom operators, and
the corporate sector nation-wide. Having an immense potential to be an instrumental agent in
Pakistan's economic growth, PTCL management has set high goals for its self since its inception
and is growing every passing day. That the telecom giant of Pakistan is in transition is evident
from the fact that it has posted yet another quarter of top line growth during the ongoing fiscal
year. Most obliging fact being that during the latest quarter ending March 31, 2012, PTCL
showed revenue growth of 11.3 per cent and scored a net profit of Rs 1.4 billion. Its operation
and effectiveness during the nine months ended March 31, 2012, is the business advancement
With the garland of strengths including PSTN (fixed lines), wireless local loop, broadband,
corporate business solutions, carrier and wholesale services, operations performance, information
technology, human resource development market communication, customer care, quality and
revenue assurance and international business. The company has firmly continued to grow in the

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emergent broadband market - both in wire line and wireless segments, With the 61 per cent
growth in Broadband customers, respective revenues have grown and increased by 77 per cent.
For the PSTN customers, introduction of various new packages commensurate with the needs of
different segments of society as well as rationalization of the tariff helped in increasing the
landline usage thus arresting the revenue decline. Concurrently, PTCL group revenue turned up
to be Rs 28.3 billion which is 9.7 per cent higher as compared to the same period last year.
Harmonizing the corporate services also registered an increase of 5 per cent in its revenues. Of
this, PTCL's revenue was Rs 14.8 billion. Likely, continuing with its vision of providing quality
services an increase of 9 per cent in company's administrative expenses was recorded which is
fair enough. Though Pakistan experienced the revolution of telecom industry in the last decade,
PTCL has been working in this sector from its birth, which was many decades before from the
revolution in the telecom sector; while during the last decade, other companies from around the
world have jumped into the playing field with PTCL. However, the company seems determined
to remain the leading information/communication technology service provider in the region by
achieving customer satisfaction. Keeping the previous growth records of the company in mind it
can be easily predicted, that the revenue gains will continue to improve the bottom line in
coming quarters as PTCL is readily diversifying its revenue streams away from the Voice
business and going aggressive in segments like wireless broadband. Which is the manifestation
of the fact that privatization of PTCL has played a far-reaching and paramount role in bridging
the gap of global communication. In short, the biggest private company's determination and
efforts to come up with all the leading edged strategies and tactics stipulates a bright future for
Pakistan's telecommunication industry and revenue growth. Undoubtedly PTCL has been playing
an important role as an instrumental agent for every segment of society as it is a company
committed to excellence and paving the way to a brighter future for the country.

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Chapter:6
Major HR Policies and Practices:

 Human resource in PTCL has following functions:

 Recruitment, selection, and on boarding

 Organizational design and development
 Business transformation and change management
 Performance, conduct and behavior management
 Industrial and employee relations
 Human resources (workforce) analysis and workforce personnel data management
 Compensation, rewards, and benefits management
 Training and development (learning management)

Functions of HR department:

PTCL HR department maintain, review all the developmental plans and long-term policies, an
effective employee‘s development program, appropriate compensation and benefit plan and good
governance model in line with statutory requirement and best practices. It ensures the
Governance and HR policies and procedures are aligned with strategic vision and core objectives
of the company. This function includes recruitment, selection, and induction into the
organization. The initial decision to add someone to the payroll is made by line management. It is
also its responsibility to determine the content of the job to be performed and the employee‘s
qualifications necessary to perform the job satisfactorily. Very commonly, statements of job
content and employee qualification have been previously worked out jointly between line
management and the H.R. Dept. These are recorded in the form of job descriptions and job
specification. The H.R. Dept must develop and maintain adequate sources of labor. It must set up
and operate the employee selection system, which may include interviews, selection tests, a
medical examination, and reference checks. Quite commonly the role of the H.R. Dept is one of
screening with the final decision to hire or reject being made by the supervisor who requested the
new employee. However, in the case of large-scale hiring program of unskilled or skilled

78
workers, the H.R. Dept is commonly granted full and final authority to make the hiring
decision. The new employee‘s supervisor bears important responsibilities for introducing his/her
to the new work environment. This is often called orientation.

Human Resource department of PTCL:

The PTCL has won repute in the field of land line & WLL services for the domestic &
commercial customers. It has been achieved only due to the proper and exact
functionality of the Human Resource Department. The Head of the Human Resources
Department is the SEVP and his team comprises of EVP‘s & 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.

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.

Employee’s recruitment & selection:

The process of recruitment and selection for employment in PTCL relates to searching the most
eligible and skilled people for the deserving job. The process of recruitment and selection of
employees is conducted from head quarter of PTCL at Islamabad.

Sources of candidates:
There are internal as well as external sources of candidates for certain jobs in PTCL.

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Internal sources of Recruitment
Internal sources of job applicants involve sons/daughters of the employees working in PTCL,
reference of relatives of employees, etc.

External source of Recruitment:

External sources involve several means which involve newsletters, questionnaires, interviewing,
newspapers, etc.

Employment selection proceed:

Employment selection process involves job description, job satisfaction and job evaluation.

Staff role of HR PTCL:

The Human Resource department of the company operates in an auxiliary, advisory, or
facilitative relationship to other departments in the organization. Any staff unit, whether it be
personnel or otherwise, exists to help the line effectively. It has been created in the first place to
take advantage of specialized talent and knowledge. The H.R department of the company
generally performs the following roles:

 Policy Initiation and formulation

 Advice
 Service
 Control

Training:
Then the qualified candidates undergo a training period under the banner of Human Resource
Department. There are Telecom Staff colleges at Lahore & 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.

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 are

80
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.

Evaluation:
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.
Discipline and discharge are the necessity of each organization and it is maintained by the
Human Resource Department of the company.

Work Place Training:

Work place training is one of the important components of HR department. It is an integral part
of the policy and practices of HR. currently PTCL introduced SAP. So Hr role become vital to
achieve objectives of work place training to ensure better performances on the job.

Refreshing Course:
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 & 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.

Pay Package:
Human Resource department also determined pay packages of employees of every department.
All this is done on the basis of performance, ACR, qualification and seniority. Normally in
PTCL pay package is on seniority but in recent years it is more based on ACR.

81
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:

1) Direct Hiring.

2) 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.

Information Technology:
PTCL has set up SAP in its HR department. There is specific code given to every employee
which is called employee number. Information about any employee is made available to head
office through SAP which can later on use for strong HR practice. PTCL has introduced HRIS
system to serve all the employees efficiently and effectively.

Medical Facilities:
HR in PTCL has also function of giving medical facilities to PTCL employees. There is specific
budget available for that and medicines are available at no cost the main elements are
engineering, education and enforcement. PTCL is offering both its own medical facility setup &
the private hospitals on its panel.

Benefits to Employees:
 Life insurance
 Hospital and medical insurance
 Sickness leave pay plans
 Supplemental unemployment compensation
 Loan funds

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  Credit unions
 Social programs
 Recreational programs and college tuition refunds plans.
 Traveling allowance

Chapter:7
CRITICAL ANALYSIS OF THE COMPANY
Financial Analysis:
In the financial analysis of P.T.C.L we will analyze some important information about the
company. As I did my internship in Revenue & Collection department, but it has not an
independent organization so I have to analyze the P.T.C.L for the analysis purpose.

VERTICAL ANALYSIS OF BALANCE SHEET:

ASSETS:

Items/Years 2009% 2010% 2011%

Account Receivables 8.741452 5.055199 4.991213

Inventory 3.690558 2.417957 1.958887

Total current assets 31.51873 30.50413 24.90715

Total fixed assets 13.19226 9.847345 4.84094

Total Assets 100 100 100

Liabilities:

Trade Payable 16.08019 15.66317 15.34017

Total current liabilities 18.62129 29.18598 22.65025

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Total long-term liabilities 13.71238 21.89099 25.4083

Total Liabilities 31.89968 51.07698 48.05854

Equity:

Total equity 68.10032 48.92302 51.94146

100 100 100

VERTICAL ANALYSIS OF INCOME STATEMENT:

INCOME STATEMENT: 2009% 2010% 2011%

Sales (Base) 100 100 100

CGS 55.28399 59.48466 62.90106

Total operating cost 81.16874 82.65649 83.16479

EBIT 22.38244 22.97728 22.17061

NPAT 11.14556 11.78006 11.87678

HORIZONTAL ANALYSIS OF BALANCE SHEET:

Assets: 2009% 2010% 2011%

Account Receivables 116.1297 104.0571 99.36392

Inventory 156.3154 158.6836 124.3317

Total current assets 98.98211 148.4296 117.2128

Cash 56.91187 65.82281 31.29509

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Total Assets 92.43105 143.216 138.5099

Liabilities:

Trade Payable 122.2154 185.2546 175.4723

Total current liabilities 125.9194 307.1225 230.5151

Total long-term liabilities 101.6002 252.4071 283.3354

Total Liabilities 112.7808 281.0143 255.719

Total Equity: 78.05856 87.26481 89.60438

HORIZONTAL ANALYSIS OF INCOME STATEMENT

INCOME STATEMENT: 2009% 2010% 2011%

Sales 109.6724 112.0889 119.5664

CGS 111.0729 122.146 137.7776

Total operating cost 10.27889 10.69794 11.48177

EBIT 99.95441 104.8718 107.9404

NPAT 99.90021 107.9139 116.058

RATIO ANALYSIS
 Current Ratio
2009 2010 2011

Current ratio 1.81 1.50 1.51

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Current ratio is measure of the firm ability to pay off obligation.

PTCL Current Ratio in 2009 was 1.81 and it decreased in 2010 and after that slight increase in
2011. Although current assets increase in 2010, but increase in current liability results in
decrease in current ratio in 2010. PTCL current assets in 2010 was 54 Million to that of 45
Million in 2011; but current liability also decreases and hence that this ratio has an increasing
trend.

 Quick Ratio
2009 2010 2011

Quick Ratio 1.58 1.36 1.37

It is measure of firm‘s ability to pay off short term obligation without relying on the sale of
inventories. Quick ratio in 2009 was 1.58 and that it decreases in 2010and then slight increase in
2011.

 Day Sales Outstanding

2009 2010 2011

DSO 28.5 24 65

It is used to measure the average length of the time that the firm must wait after making a sale
before receiving cash which is average collection period. In 2010PTCL was receiving its
receivables in 24 days, in 2011 its averages days are 65 which is not a good sign for the
company. It has tremendously increased in these two years.

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  Debt Ratio
2011 2010 2009

Debt ratio 33.87 35.66 27.48

The ratio of total debt to total assets, generally called the debt ratio, measures the percentage of
funds provided by creditors: Debt Ratio of PTCL is increase in 2010and then reduced from 35.4
to 33.8 in 2011 which indicates that financial position of the company is good and they have paid
off some portion of debt which they were having in 2010. This is because they had to pay for
voluntary separation scheme in 2009.

 Time Interest Earned

2009 2010 2011

TIE (4.26) 16.43 36.42

In 2009 there is less debt payable as compared to 2009. And in 2011 it is further reduced. Due to
which TIE increase respectively. In 2011 there is huge decrease in debt due to Voluntary
separation scheme (VSS) payable was not there. So, TIE increases twice. It means that PTCL net
income can cover interest 36.42 times.

 Total Asset Turnover Ratio

2011 2010 2009

Total Asset Turn Over 0.38 0.384 0.48

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Total assets turnover ratio, measures the turnover of the entire firm‘s assets; it is calculated by
dividing sales by total assets. In year 2011 PTCL paid PTA for WLL license fee. Furthermore,
PTCL paid Loan to the wholly owned subsidiary – PTML (UFONE) as well. These two entities
together were a big expense for PTCL because of which the cash in 2011 is reduced, which
eventually resulted decrease in total assets.

 Profit margin on sales

2011 2010 2009

Profit margin on sales 16.26 15.45 (4.26)

The profit margin on sales, calculated by dividing net income by sales, gives the profit per
dollar of sales. In 2009 net profit margin on sale is negative. But it increases in 2010 to 15.45 and
further increase to 16.26 although its revenue decrease in 2011 from 2010 but that in increase in
profit is because in 2010 there was voluntary separation scheme payable. So net profit increases
in 2011 and hence profit margin on sales increases.

 Return on Asset (ROA)

2011 2010 2009

Return on Asset (ROA) 6.16 5.91 2.01

The ratio of net income to total assets measures the return on total assets (ROA) after interest
and taxes. Return on assets increases from 2.01 to 5.91 in 2010 and further increased to 6.16 in
2011. This return results from PTCL‘s good basic earning power and low interest costs which
resulted from its average use of debt, both of which cause its net income to be relatively high.
The result is also due to PTCL less usage of debt in this period. In 2010 company have paid their
debts and also again reduce its debts in 2011.

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  Return on equity (ROE)
2011 2010 2009

Return on equity 9.33 9.28 (2.71)

Ratio of net income to common equity is measure of return on common equity (ROE). ROE
increases from negative value in 2010to 9.33 in 2011. This somewhat better result is due to the
company‘s greater use of debt.

 Earnings per share

2009 2010 2011

Earnings per share (0.55) 1.79 1.82

No. of shares outstanding of PTCL are 5.1 Mil ion in 2009 and 2010. In year 2011 PTCL‘s Net
income increased from last year. This increase in Net income resulted in increasing the earning
power per share from 1.79 in 2010 to 1.82 in 2011.

 Price to Earnings Ratio

2011 2010 2009

Price to Earnings Ratio 9.77 9.61 (69.7)

Price/earnings (P/E) ratio shows how much investor is willing to pay per unit of reported
profits. Price to earnings ratio increases in 2010 and in 2011. It was (69.7) in 2009 and increased
to 9.77 in 2011. Since it is in negative in 2009 and has increased substantially increase which
means it has large growth prospects. This also shows that firm is less risky.

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  Market Value per share
2011 2010 2009

Market Value per share 17.80 17.24 38.64

Market value per share of PTCL decreases in 2010 and then it is slightly increase in 2011.

FINANCIAL RATIO OVERVIEW:

RATIOS FORMULAS 2010 2009 2008

1 Current Ratio Current Asset/Current Liability 1.51 1.50 1.81

2 Quick Ratio (Current Asset-Inventory)/Current 1.58 1.37 1.36

Liability

3 Debt Ratio Total Liability/Total Asset 33.8 35.6 27.48

7 6

4 Time Interest earned EBIT/ Interest Charge 36.4 16.4 (4.26

2 3 )

5 DSO Account Receivable/Average sale per day 65 24 28.5

6 Total Asset Turn Over Sale/Total Asset 0.38 0.38 0.48

4

7 Profit margin on sales Net Income /Sale 16.2 15.4 (4.26

6 5 )

8 Return on Total Asset Net Income/Total Asset 6.16 5.91 2.01

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9 Return on equity Net Income/Common equity 9.33 9.28 (2.71
)

1 Earnings per share Net Income/No. of share outstanding 1.82 1.79 (0.55
0 )

1 Price to Earnings Price/Earnings 9.77 9.61 (69.7

1 Ratio )

1 Market Value per Market value per share 17.8 17.2 38.64
2 share 0 4

COMPARISON OF FINANCIAL ANALYSIS WITH KEY COMPETITORS:

Data is not available, because there is no competitor of PTCL in DSN, landline, and wireless
section

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Debt Ratio:
2019 2018
Debt ratio 55.39 53.92

The ratio of total debt to total assets, generally called the debt ratio, measures the percentage of funds
provided by creditors: Debt Ratio of PTCL is increase in 2018 and then incease from 53.92to 55.39 in 2019
which indicates that financial position of the company is good and they have paid off some portion of debt
which they were having in 2018. This is because they had to pay for voluntary separation scheme in 2018.

Fixed Asset Turnover Ratio:

2019 2018
Fixed Asset Turn
Over 0.73 0.78
fixed assets turnover ratio, measures the turnover of the entire firm’s assets; it is calculated by dividing
sales by total assets. In year 2019 PTCL paid PTA for WLL license fee. Furthermore PTCL paid Loan to
the wholly owned subsidiary – PTML (UFONE) as well. These two entities together was a big expense for
PTCL because of which the cash in 2019 is reduced, which eventually resulted decrease in total assets.
In 2019, PTCL also took more Long term loans and did less short term investments in comparison to year
2018 because of which total assets in year 2019 are less in from year 2018.
Profit margin:
2019 2018
Profit margin 8.87 10.41

Profit margin increase in 2018 but in 2019 it decreases

Return on equity: (ROE)

2019 2018
Return on equity 7.41 8.80

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Ratio of net income to common equity is measure of return on common equity (ROE). ROE increases
from negative value in 2008to 9.33 in 2010. This somewhat better result is due to the company’s greater use of debt.
Earnings per share:
2019 2018
Earnings per share (1.24) 1.46

No. of shares outstanding of PTCL are 5.1 Million in 2018 and 2019. In year 2019 PTCL’s Net income
increased from last year. This increase in Net income resulted in increasing the earning power per share
from 1.24 in 2018 to 1.46 in 2019.
Price to Earnings Ratio
2019 2018
Price to Earnings 7.52 6.60
Ratio

Price/earnings (P/E) ratio shows how much investor is willing to pay per unit of reported profits. Price to
earnings ratio increases in 2018 and in 2019. It was (6.60) in 2018 and increased to 7.52 in 2019. Since it is
in negative in 2008 and has increased substantially increase which means it has large growth prospects. This
also shows that firm is less risky.
Market Value per share:

2019 2018
Market Value per 9.36 9.61
share

Market value per share of PTCL decreases in 2018 and then it is slightly increase in 2019.

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Financial Ratios overview
Ratios 2019 2018

1 Current Ratio 0.87 1.00

2 Quick Ratio 0.80 .91

3 Debt Ratio 55.39 53.92

4 Fixed Asset Turnover 0.73 0.78

5 Debtors turnover 3.88 4.36

6 Return on capital employed

4.02 5.45
7 Operating Profit margin 6.90 9.14

8 Net profit margin 6.90 9.14

9 debt equity ratio 30.70 31.69

10 Earnings per share 1.24 1.46

11 Price to Earnings Ratio 7.52 6.60

12 Market Value per share 9.36 9.61

Dividend payout ratio 80.35 68.71

13
Dividend per share
14 1.00 1.00

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Currently SAP is used in finance department of PTCL:

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Snapshot of SAP software:

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Chapter:8
Work Done During Internship
Weekly Timetable
First week timetable:
20-06-2018 Interaction with manager of revenue and collection department. In first
interaction I gave him detail introduction about myself. In which institute
I am studying. In which programmed I am enrolled, what is the scope of
my study. What are my future plans etc.

21-06-2018 Introduction of PTCL invoice with the detail description about the
customer ID, NTN number and exchange code

22-06-2018 Learned about how to deal with defaulter customers, how to deal with
those customers which have issues in their invoices like extra charge,
Bill not received on due date.

23-06-2018 This is my first day of working in which they gave a list of roundabout
150 newly installed landline numbers in order to confirm that customers
are provided superior services and they don’t have any issue regarding
services or bill collection

24-06-2018 Holiday

Second week timetable:

25-06-2018 Today they gave me the same job i.e. list of roundabout 150 newly
installed landline numbers in order to confirm that customers are
provided superior services and they don’t have any issue regarding
services or bill collection

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26-06-2018 Today they gave me the same job i.e. list of roundabout 150 newly
installed landline numbers in order to confirm that customers are
provided superior services and they don’t have any issue regarding
services or bill collection

27-06-2018 They gave another list of rounds about 134 newly installed landline
numbers in order to confirm that customers are provided superior
services and they don’t have any issue regarding services or bill
collection.

28-06-2018 Customer dealing i.e. resolving customer’s issue regarding their bills
and adjustments of bill, installments of bills and maintaining record.

29-06-2018 Customer dealing i.e. resolving customer’s issue regarding their bills
and adjustments of bill, installments of bills and maintaining record.

30-06-2018 Customer dealing i.e. resolving customer’s issue regarding their bills
and adjustments of bill, installments of bills and maintaining record

01-7-2018 Holiday

Third week timetable:

02-7-2018 Customer dealing i.e. resolving customer’s issue regarding their bills and
adjustments of bill, installments of bills and maintaining record

03-7-2018 Collect the adjusting bills and make record the entries of adjustment in
software and sent it to the manager

04-7-2018 Make payments of bills of defaulter customer through online PTCL

machine

05-7-2018 Calling of those customers that have issue in the collection of bills and

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 then re-check the address of the customer and acquire an email ID for
providing bill through email.

06-7-2018 Recording of adjusting bills on MS-excel and sorting them on the basis
of their adjustment date.

07-7-2018 Recording of adjusting bills on MS-excel and sorting them on the basis
of their adjustment date.

08-7-2018 Holiday

Forth week timetable:

09-7-2018 Recording of adjusting bills on MS-excel and sorting them on the basis
of their adjustment date.

10-7-2018 Recording of adjusting bills on MS-excel and sorting them on the basis
of their adjustment date.

11-7-2018 Recording of adjusting bills on MS-excel and sorting them on the basis
of their adjustment date.

12-7-2018 Recording of adjusting bills on MS-excel and sorting them on the basis
of their adjustment date.

13-7-2018 No work because of Friday

14-7-2018 Helping staff in order to prepare list of demand notice in order to report
to headquarter and make them updated for new customers.

15-7-2018 Holiday

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Fifth week timetable:

16-7-2018 Make lists of complaints about bills that are not delivered to the
customer address on due date.

17-7-2018 Today task was to arrange the bills regarding their exchanges and then
delivering them to their relevant exchanges.

18-7-2018 Visit of TCS office regarding billing issues because all the bills of GTR
region are wrong printed that are received by the Lahore headquarter
printing department through TCS. Then I work with the team that is
working for the correction of NTN number on bills.

19-7-2018 Make a list of saving certificates of NSC 1 which are hand over to the
National saving center for reissuance of new certificates.

20-7-2018 No work because of Friday

21-7-2018 Make a list of saving certificates of NSC 2 which are hand over to the
National saving center for reissuance of new certificates

22-7-2018 Holiday

Sixth week timetable:

23-7-2018 Make bundles of bills of different exchange and then hand over these
bills to the parties (who delivered the PTCL bills like TCS, Pakistan Post
etc.)

24-7-2018 Adjustment of bills.

25-7-2018 Leave for campaign of elections

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26-7-2018 Holiday for elections

27-7-2018 Adjustment of bills and Installments of bills.

28-7-2018 Last day of my internship, I prepare a list of those numbers whose bills
has been adjusted due to extra charge in the bills

29-7-2018 Holiday

Responsibilities as A Student Internee:

DUTIES:
As an intern in PTCL my duty was in finance department. There are no specific rules for an
intern over there, my supervisor Mr. Muhammad Umar daily guide me and taught all finance
related activities. Mostly I spent my time with finance manager Mr. Muhammad Ali. He also
introduces me with his all works and sent me to sit with all his worker for knowing what is there
role in finance department. In this department I have already explained the members whose are
performing their job. With every member I did work and learn lot of things from them and also
help them to perform their work

During my period of internship several performed several activities and several responsibilities
are assigned to me. In startup days I have given a list of NTC numbers (newly installed landline
numbers).My responsibility is to call individual customer either on his landline number and if
not answered than on cell phone number to take feedback from customers regarding services
delivered to them and to confirm that they properly received customer invoices on their
registered addresses. If the customers dint received invoices on their address then the address is
reconfirmed and report is sent to manager.

Another responsibility during my internship is customer dealing i.e. resolving customer queries
regarding their invoices. For example, some customer claim that extra charges are in their bill, in
this situation the customer invoice and PTCL database is cross checked and corrective action is

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taken. If there are some remaining charges then the whole story is told to customer and if there is
problem in invoice than extra charges are deducted and the database is updated. Sometimes the
customers are unable to deposit their charges in single attempt for these customers installments
are made so that they deposit their dues conveniently.

During internship my manger give me a responsibility to sorting of the Adjusting bills and then
recording of bills in software.

NEW KNOWLEDGE ACQUIRE:

As a student I have no experience of practical life as before. This was a totally new for me, I
learnt lot of things. During my whole period of internship, I learned sufficient knowledge of
organization i.e. what the organization is about what are the products and services it offers and
how it satisfies it wide range customers, how the organization operates, who reports whom and
how the diverse network is centrally controlled. The greatest knowledge I have gain during my
internship is customer handling or we can say that customer dealing. There is wide range of
customers some are educated and some are illiterate therefore it is very difficult to deal with
illiterate customers. During my internship I successfully cope with customers and able to resolve
all their queries and it is my immense pleasure that all of the customers are satisfied by the
services delivered by myself.
In our study life books are only guidance how we can face the situation. After experienced the
practical life I am able to explain that practical life is totally different. As an intern in PTCL I
have experienced finance work which is not before ever I have seen in my study career.

As, my professional career is going to start this opportunity is greatest ever opportunity to know
about the market trends. In the start of career this is one is greatest opportunity to make public
relations that help me to start my career with great position with passion

PROBLEMS ENCOUNTERED:
PTCL is great place to work. As such I do not face any major problems during my internship.
Because Mr. Muhammad Ali helped me in every issue I am facing in my internship. However, I
was nervous at the time when I have to enter the employee‘s leaves on the SAP system. I worked
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many time on that and after that I was able to complete my task. The other problem is that I
could not get much overview of all departments in PTCL. Most of the time I was worked in
finance department. I have learnt majority of things in this department but I was not able to learn
more things by doing myself in other departments. So, I was not given specific duty to perform
myself with complete control. I could not get any access to any of the systems in PTCL.

HOW INTERNSHIP EXPERIENCE IMPACTS YOUR CAREER:

Internship is an integral part of any business student. As I am a BBA Banking & Finance student
my university provided me the opportunity to develop practical knowledge and also develop my
concepts which before that were only in theoretical form. My internship at PTCL has enlarged my
knowledge about the collection and revenue department. I learned the time management, rules
and regulation which can be main part of any organization. This organization is my 1st practical
learning experience and it will play a role of guide line when I will enter in my professional
career.

Chapter:9

CONCLUSION:
PTCL is one of the biggest and the leading organization in telecommunication sector. All the
telecommunication service provider in Pakistan directly or indirectly depends on PTCL for their
services. However, another edge PTCL has is that it is overlooked by state government and have
bargaining power.
After the completion of internship, it is concluded that it‘s my luck that I have able to do
internship in well renowned organization. During my internship I am able to learned enough
knowledge about true corporate culture, how things are run in corporations, in which way power
is distributed, how employees are controlled, how customers queries are solved and how to keep
tight controlled on every aspect. Today the difficulty is challenging Pakistan Telecommunication
Company limited is that there is no implementation of rules and regulation that may cause the
low productivity of the employees. The presence of worker and employees‘ unions in Pakistan
Telecommunication Company that practice to play organizational politics rather than of creative

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work that may lead company performance on the track of success. According to my view, the
miserable customer relationship management, miserable customer dealing, miserable discipline
are some factors which can damage the branch of Model town exchange at macro level. Pakistan
Telecommunication Company limited has many products that may give large amount of profit if
they use aggressive marketing strategies at the time of launching of new products. PTCL give the
tough competition to its competitors in the communication sector if they use aggressive
marketing strategies. Pakistan Telecommunication Company increases the profit ratio if the
hierarchy of the organization is re-structured in future. Currently PTCL have many valuable
assets that may return more if these assets are utilize properly on time. The profit of Pakistan
Telecommunication Company Limited decrease as compare to previous year that may the cause
of inefficient use of resources and low productivity of the employees. Pakistan
Telecommunication Company Limited enjoys the monopoly in the market but the profit ratios
according to this are very low. The qualities of PTCL internet services are very low as compare
to its competitors that are due to the lack of technical expertise in the organization. PTCL can
improve the quality of the services by the hiring of efficient employees and through the training
of the employees.

PTCL is well renowned and the largest organization in telecommunication sector and is growing
day by day but there are numerous shortcomings that management have to consider. There is
lack of internal customer focus management have to consider employees because these are the
people who directly in contact with customers if they are not satisfied than they are unable to
serve customers in an effective way.
Another problem is low productivity of employees, the work load on employee is too much due
to which their productivity is low.
Another weakness is that the implementation of rules and policies are not assured. The policies
are implemented without taken any consideration of outcomes.
The quality of services in specific region is another problem. Due to infrastructural problem the
services in specific region is very low there is anxiety in customer because there is mismatch
between price paid and quality of services.

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There is inefficient utilization of resources in PTCL due to its vast infrastructure and there is no
proper maintenance of infrastructure.
PTCL-V, the fixed wireless phone service is poor.

RECOMMENDATIONS:
On the basis of PEST and SWOT analysis following are some recommendations that PTCL have
to consider.
i. Focus on internal customers (employees). Because these are the people through which
you provide services to customers.
ii. There must be proper system for check and balance of employee productivity.
iii. In these days PTCL management focus on over employment issue. They are offering
people golden handshakes and limits on new hiring due to which there is threat of job
loss. Management have to give job security to rise employee satisfaction.
iv. Management has to consider the wants and needs of external customers.
v. More efficiency is required in customer care system
vi. An efficient system for effective utilization of resources and infrastructure must be
ensured.
vii. During development of policies and procedure the outcomes must be considered.
viii. The billing disbursement method must be ensured.

ix. After due date bill deposit method requires certain improvement.
x. The method of employee claim of expenses must be enhanced and queries must be
entertained without any delay.

xi. Sub offices with delegated power must be established for customer convenience.
Critical analysis of the management patterns, week areas that need to be improved:
 According to my information, following points should be improved in the organization.
 PTCL should set up to the International Standards as it is the only one biggest
Telecommunication Company in Pakistan.

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 Staff should be Hire on the basis of Merit and on Fair means rather hire Staff on the basis
of Biasness or some kinds of Personal Links.
 Employees are less motivated so the organization should set such kinds of Challenging
tasks and activities which help them to become Motivated Person.
 For training Purpose high skilled trainees should be hire which help the employees and
train them according to the international Standards with a modern education and the
technology.
 The compensation system for the employees should be Equivalent to the other
International and Multinational organizations.
 Well there are only 38 dispensaries for 32000 Employees all over the Pakistan which is
not enough, number of dispensaries should be increase.
 Promotion should be given on the basis of achievements, performance, behaviour,
attributes rather on superiority or by any other means.
 When the Employees got the training, they should be on the right place for which they
are trained for.
 A high Computing System with latest Technology should be provided.

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GLOSSARY:

GSM =GLOBAL SYSTEM FOR MOBILE

CDMA =CODE DIVISION MULTILE ACCESS

IPTV =INTRNRT PROTOCOL TV

ISDN = INTEGRATED SERVICES DIGITAL NETWORK

UAN =UNIVERSAL ACCESS NUMBERS

PTC =PAKISTAN TELECOMMUNICATION CORPORATION

VSS =VOLUNTARY SEPARATION SCHEME

B& CC = BILLING AND CUSTOMER CARE SOFTWARE

ISDn =INTEGRATED SERVICES DIGITAL NETWORK

HTML =HYPERTEXT MARKU LANGUAGE

SPA =SOFTWARE PUBLISHR ASSOSIATION

futuristic approach = MODERN LOOK OR UNUSUAL

CDMA =CODE DIVISION MULTIPILE ACCESS

SEA_ME-WE =SOUTH EAST ASIA-MIDDLE EAST-WESTERN EUOPE

ISD Dialing System = INFORMATION SYSTEM DIVISION

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 REFRENCES:

Web Pages:
I. http://earnup.hubpages.com/hub/historyof_ptcl
II. http://www.scribd.com/doc/11170075/PTCL-Company-Analysis
III. http://www.onlinetaleem.com/ptcl/introduction-and-history-of-ptcl.html
IV. http://www.ptcl.com.pk/pd_content.php?pd_id=41
V. http://www.scribd.com/doc/63214835/Pest-Analysis-of-PakistanTelecommunication-
Industry
VI. http://www.scribd.com/doc/37848431/Final-Internship-Report-on-Ptcl
VII. PTCL Revenue and collection office model Town Gujranwala.
VIII. PTCL annual Report 2017-2018
IX. PTCL Official website
X. PTCL Revenue & Collection department‘s manager
MR.MUHAMMAD.ALI # Cell. No 03338106847

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