Internship Report in PTCL

(Pakistan Telecommunication Company Limited)

Submitted To Muhammad Haris Khan

Submitted By Eman Rasool
Roll No BBA18-104
Session 2018-22

Department of Business Administration

University of the Punjab, Gujranwala Campus
 Acknowledgement

“To Him belongs the dimension of the Heavens and the earth, it is He who gives life and
death and he has power over all things.” (Al-Quran)

All acclamation to Allah who has empowered and enabled us to accomplish the task
successfully. Firstly, I would like to thank ALLAH Almighty who really helps me in every
problem during the project. I would like to express my sincere and humble gratitude to ALLAH
Almighty whose blessings, help and guidance has been a real source of all my achievements
in the life. I would like to admit that I completed this project due to my parents who pray for
my success. I also wish to express my appreciation to my supervisor Muhammad Haris Khan
who helps me a lot and introduce me to new dimensions of knowledge. And I would like to
acknowledge all my work to my parents and friends who guided to accomplish this never
forgetting task. I am also thankful to all staff of PTCL, for their valuable guidance and support
throughout the internship period. Further all other executives and staff Members of PTCL
deserve my thankfulness for their cooperation and guidance during the course of my internship.
 Dedication

This report is particularly dedicated to the supreme man in the earth who shows us the correct
path who is the best of mankind that is Holy Prophet Muhammad (PBUH).

I would also devote this small attempt to my parents and teachers who gave me courage to
complete this tiny attempt. They are my idols and shining stars for me who did a lot for me and
gave me the right direction for the completion of this task.
 Executive Summary

Pakistan Telecommunication Company limited is a well-reputed and a leading organization of

Pakistan. Since its establishment, it has expended its network to great extent. Strong and
efficient telecom sector is the basic requirements of any country. One of these companies is
PTCL. No one can deny the role of PTCL to survive in the current scenario of the world.
Globalization, industrialization and technological advancement are very necessary to speed up
in fast lane. For Flexible economy there must be a Flexible Telecom organization working in
flexible and independent way.

PTCL is connecting people anywhere from the world, employee strength of 30,000 and 6
million customers, it is the largest telecommunications provider in the world. It has potential
to be an instrumental agent in Pakistan’s economic growth. PTCL has laid an Optical Fiber
Access Network in the major metropolitan centers of Pakistan.

This report is being started with brief and complete introduction of PTCL, its historical
background, its services and its products. Furthermore, its organizational hierarchy, main
departments and detail about HR department is also the part of this report.

During my internship, I work in HR department of PTCL. I also visit marketing and finance
department of the organization and collect brief information about these departments but I
mostly performed my tasks in HR department. I came to know so many things as this
department was interesting for me due to training things associated with it.

Also this report contains major and important information related to organization and its
departments. Thus this report completely depicts the true image of PTCL in a meaningful way.
 Table of Contents

Introduction ............................................................................................................................................ 2
History of PTCL ........................................................................................................................................ 4
Posts & Telegraph Department (1947 to 1962) .................................................................................. 4
Pakistan Telecommunication Corporation ......................................................................................... 4
Privatization Plan ................................................................................................................................ 5
Pakistan Telecommunication Company Limited................................................................................. 5
Present Status of PTCL ............................................................................................................................ 6
Comparison ............................................................................................................................................. 7
Success & Failure ................................................................................................................................ 8
Objectives ............................................................................................................................................... 8
Vision....................................................................................................................................................... 9
Mission .................................................................................................................................................... 9
Core Values ............................................................................................................................................. 9
Main Offices of PTCL ............................................................................................................................. 11
Organizational Chart ............................................................................................................................. 13
Policy formulation process meeting ..................................................................................................... 14
Employees/personnel in various sections ............................................................................................ 15
Designation and number .................................................................................................................. 15
Job Description, qualification............................................................................................................ 17
Employee’s Benefits .......................................................................................................................... 17
Career Ladder........................................................................................................................................ 18
Job Assessment & Accountability ......................................................................................................... 18
Incentives .............................................................................................................................................. 19
Health ................................................................................................................................................ 19
Transport........................................................................................................................................... 19
Guest House ...................................................................................................................................... 19
Sports ................................................................................................................................................ 19
Fringe Benefits .................................................................................................................................. 20
Job satisfaction.................................................................................................................................. 20
Major Managerial Policies .................................................................................................................... 20
Leave policy....................................................................................................................................... 21
HR Policies ......................................................................................................................................... 21
Major Practices ..................................................................................................................................... 22
Management of PTCL ............................................................................................................................ 24
Hierarchy of HR department ................................................................................................................. 24
Total Organizational Setup................................................................................................................ 25
Administration style .............................................................................................................................. 26
Impact of different styles on workers ............................................................................................... 27
Culture & Environment ......................................................................................................................... 27
Departments of PTCL ............................................................................................................................ 28
Human resource management ......................................................................................................... 28
Finance department.......................................................................................................................... 29
Commercial Department .................................................................................................................. 30
Operational Department .................................................................................................................. 30
Technical Department....................................................................................................................... 30
I.T Department .................................................................................................................................. 31
Corporate Development Department............................................................................................... 31
Special Projects Department ............................................................................................................ 31
Company Marketing Mix....................................................................................................................... 33
Product/ Service Mix ......................................................................................................................... 33
PTCL Cricket Info Service ................................................................................................................... 33
Product & Services ................................................................................................................................ 33
PTCL Landline .................................................................................................................................... 33
PTCL V-fone ....................................................................................................................................... 33
Smart TV ............................................................................................................................................ 34
Broadband......................................................................................................................................... 34
DSL .................................................................................................................................................... 34
Cable ................................................................................................................................................. 34
Fiber-Optic ........................................................................................................................................ 34
Satellite ............................................................................................................................................. 34
SERVICES FOR CUSTOMERS .............................................................................................................. 35
SERVICES FOR THE CORPORATE CUSTOMERS .................................................................................. 36
Dealing with Clients .............................................................................................................................. 36
Clarity & Efficiency ............................................................................................................................ 37
Personality & Proactivity................................................................................................................... 37
Promotional Policies ............................................................................................................................. 38
SWOT Analysis....................................................................................................................................... 38
Company’s Human Resource Department ........................................................................................... 43
Units of HR department ........................................................................................................................ 44
 Admin Unit ........................................................................................................................................ 44
Medical Welfare Unit ........................................................................................................................ 44
Legal Branch Unit .............................................................................................................................. 44
Main Pillars of HR .................................................................................................................................. 44
Planning: ........................................................................................................................................... 45
Staffing .............................................................................................................................................. 46
Training Administration and Career Development ........................................................................... 51
HR Administration ................................................................................................................................. 55
Performance Management System of PTCL ......................................................................................... 57
Organizational Design ........................................................................................................................... 58
Functions Performed By Organizational Design ............................................................................... 58
Compensation and HR Policies at PTCL ............................................................................................ 58
Benefits: ............................................................................................................................................ 59
HR Policies at PTCL ................................................................................................................................ 61
Politics in PTCL ...................................................................................................................................... 62
Structure of Finance Department ......................................................................................................... 64
Functions of Finance Department ........................................................................................................ 64
Mechanism of Finance System ............................................................................................................. 64
Finance Wing..................................................................................................................................... 64
Budget Wing...................................................................................................................................... 64
Tariff Wing......................................................................................................................................... 65
Bills Processing Stages: ......................................................................................................................... 66
Bills Receiving Process ...................................................................................................................... 66
Scrutiny of Bills .................................................................................................................................. 66
Parking in SAP ................................................................................................................................... 67
Posting of Vouchers .......................................................................................................................... 67
Payment Process in SAP .................................................................................................................... 67
Printing of Cheques ........................................................................................................................... 67
Signing of Cheques ............................................................................................................................ 67
Dispatch of Cheques ......................................................................................................................... 68
My Work in PTCL ................................................................................................................................... 70
First Week ......................................................................................................................................... 70
Second Week .................................................................................................................................... 70
Third Week ........................................................................................................................................ 71
Forth Week ....................................................................................................................................... 71
Fifth Week ......................................................................................................................................... 72
 Sixth Week ........................................................................................................................................ 72
Recommendations ................................................................................................................................ 74
Conclusion ............................................................................................................................................. 75
 PART 1

Company Profile

1
Introduction
Pakistan Telecommunication Company Limited
(PTCL) is the largest integrated Information
Communication Technology (ICT) Company of
Pakistan. PTCL provides telephone and internet
services nationwide and is the backbone for the
country's telecommunication infrastructure despite the
arrival of a dozen other telecommunication
corporations, including Telenor GSM and China
Mobile. The corporation manages and operates around 2000 telephone exchanges across the
country, providing the largest fixed-line network. Data and backbone services such as GSM,
HSPA+, CDMA, LTE, broadband internet, IPTV, and wholesale are an increasing part of its
business. Originally a state-owned corporation, the shareholding of PTCL was reduced to 62%,
when 26% of shares and control were sold to Etisalat Telecommunications while the remaining
12% to the general public in 2006 under an intensified privatization program under Prime
Minister Shaukat Aziz. However, the 62% of shares still remain under the management of
government-ownership of state-owned corporations of Pakistan.

With a humble start from a telephone and telegraph department in 1947, it has evolved to offer
latest digital and telecommunication technologies today. With the largest fixed line network of the
country, PTCL offers products and services like high speed Broadband internet, CharJi wireless
internet, Smart TV App and Touch App, and world class digital content like Netflix. PTCL’s
enterprise grade platforms like Smart Cloud, Tier-3 Certified Data Centers, Managed Services and
Satellite Services are meeting the connectivity needs of organizations and enabling businesses to
operate more efficiently. It acts as the communication backbone for the country with largest fiber
cable network that spans from Khyber to Karachi and submarine cables connecting Pakistan to the
world. PTCL is proud of its more than 70 years heritage; connecting people of Pakistan. PTCL has
always played its part in development of the country and is committed to building a prosperous
and digitally connected Pakistan.

Also, PTCL is all set to redefine the established boundaries of the telecommunication market and
is shifting the productivity frontier to new heights. Today, for millions of people, we provide

2
instant access to new products and ideas. More importantly, by setting free the spirit of innovation,
we enable higher living standards through our ICT services. The PTCL not only bringing the
benefit of high speed internet access to subscribers in major cities but will also generate new
revenue streams for future growth. The company also continued to invest in infrastructure
development and addition of network capacity with a view to enhance services and to expand its
reach across the country.

From the end customer’s Perspective, a major initiative was put in place in the shape of Broadband
Pakistan service unveiling as a first step towards providing its customer with more value added
service and convenience. The PTCL not only bringing the benefit of high speed internet access to
subscribers in major cities but will also generate new revenue streams for future growth. The
company also continued to invest in Infrastructure development and addition of network capacity
with a view to enhance services and to expand its reach across the country.

PTCL is going to be your first choice in the future as well, just as it has been over the past six
decades.

3
History of PTCL
After the partition of Indo-Pak subcontinent in1947, the areas that became part of Pakistan were
mostly neglected in respect of telecommunication services. The supporting organization and
manufacturing telecommunication equipment were almost non-existent in 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. As telecommunication monopolies head towards 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.

Posts & Telegraph Department (1947 to 1962)

In 1947, the Pakistan Posts and Telegraphs Department was attached with the Ministry of
Communication. During the first fifteen years, a sound foundation was laid by creating supporting
organizations like telephone stores, workshops, training centers, production and repair of
equipment etc. necessary for running of PT&T Department. However, telecommunication network
systems remained limited to major cities of the country. The Government of Pakistan started five-
year plans to build a proper base for systematic development of the telecom sector.

From the beginning of the Posts & Telegraph Department in 1949 and establishment of Pakistan
Telephone & Telegraph Department in 1962, PTCL has been a major player in telecommunication
in Pakistan.

Pakistan Telecommunication Corporation

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 the award of licenses for cellular, card-operated pay-phones, paging and, lately,
data communication services.

4
Privatization Plan
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.

Pakistan Telecommunication Company Limited

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 mobile and data services subsidiaries in 2001 by the name of Ufone and PakNet
respectively. None of the brands made it to the top slots in the respective competitions. Lately,
however, Ufone had increased its market share in the cellular sector. The PakNet brand has
effectively dissolved over a period of time. Recent DSL services launched by PTCL reflects this
by the introduction of a new brand name and operation of the service being directly supervised by
PTCL.

As telecommunication monopolies head towards 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 the telecoms sector is in the offering.

In 2005, Government of Pakistan decided to sell 26 percent of the company to some private
corporation. There were three participants in the bidding process for the privatization of
PTCL. Etisalat, an Abu Dhabi company was able to get the shares with a large margin in the bid. In
June 2005, Etisalat won the 26% of PTCL shares along with management control of the then
telecom monopoly for US$2.6 billion. As of 2019, Etisalat has held back $800m amount over a
property-transfer dispute with the Pakistani government.

5
The government's plan of privatizing the corporation was not welcomed in all circles; countrywide
protests and strikes were held by PTCL workers. They disrupted phone lines of institutions like
Punjab University Lahore along with public sector institutions were also blocked. The 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 the Government and the employees ended with a
30% increase in the salaries of workers.

Present Status of PTCL

With the passage of time, now it has offer latest digital
and telecommunication technologies today. With the
largest fixed line network of the country, PTCL offers
products and services like high speed Broadband
internet, CharJi wireless internet, Smart TV (IPTV)
service, over-the-top (OTT) applications like Smart
Link App, Smart TV App and Touch App, and world
class digital content like Netflix, iflix and icflix. It acts
as the communication backbone for the country with largest fiber cable network that spans from
Khyber to Karachi and submarine cables connecting Pakistan to the world.

Now PTCL provides Public Cash Payment Machines (PCPMs) for Bill Payment in order to
serve both PTCL customers and Ufone customers. These Public Cash Payment Machines operate
in various cities of the country. It also provide various products and services & unlimited internet
packages to its customers.

According to recent statistics, current net income of PTCL is almost Rs.7.92 billion and the
revenue generated by PTCL is almost Rs.31.83 billion. Current Total equity of PTCL is almost
Rs.83.57 billion and the current assets of PTCL worth Rs.196.04 billion. Total number of
employees working in PTCL are more than 18000.

62% of company’s share owned by Government of Pakistan, 26% owned by Etisalat and 12%
owned by general public.

6
Comparison
Due to its vast infrastructure, huge financial investment, experience, knowledge, and support from
the government, PTCL is able to hold a very secure position in the market. It has made impossible
for the other companies to give strong competition to it, as trying to cope up the same time and
investment which has been made to grow. PTCL is also facing direct competition in the Broadband
market from the following companies:

 Qubee
 Naya Tel
 Wi-tribe
 Wateen

Indirect Competition faced by PTCL’s landline is mainly from these cellular companies:

 Ufone
 Zong
 Telenor
 Warid

There are some Multinational companies which are competitors of PTCL like:

 Oman Telecommunication
 Sri Lanka Telecom
 Batelco
 Lao Telecom
 Hong Kong Broadband Network
 Chunghwa Telecom
 KT
 Sify

When PTCL is providing the facility of landline, it is the biggest monopolist in this field and there
is no competitor of PTCL in the country but as the comparison of PTCL with multinational
companies, all the companies are public except Lao Telecom which is private company.

7
Success & Failure
As the PTCL is one of the largest company in Pakistan,
there is no main competitor of them in the country. They
are successfully running and operating all over the Pakistan
from half of the decade. They successfully launched
different features and provide ease to customers but
because of no major competitor in country, there is biggest
monopoly of PTCL in telecommunication sector of the
country.

Objectives
The objective of PTCL to provide the latest telecom facilities at reasonable rate with quality
standard of International level and to be most admired Telecom and ICT provider in Pakistan and
the partner of choice for customers.

Being a public limited Company whose majority shares are controlled by GOP (through Ministry
of IT) PTCL is responsible to provide telecommunication services in the country on affordable
price while ensuring that the telecom services become accessible throughout the country. Since
exclusivity of PTCL has ended on 01st Jan 2003, the telecom sector of Pakistan has entered into a
new era and PTCL is slowly moving towards competition in basic telecom services. The
Company's policy objectives are as follows:

 Increase service choice for all consumers of telecom services at competitive and affordable
prices.
 Increase private investment in the telecom sector and encourage local telecom
manufacturing/service industry.
 Enhance long-run benefits to the Government's financial position by expanding the taxable
revenue base.
 Accelerate expansion of telecom infrastructure to extend telecom services to unnerved and
underserved areas.
 Encourage fair competition among service providers, while maintaining leadership in the
telecom sector.

8
  To improve the efficiency of Customer Service Centers by deputing qualified persons.
 Maintain consistency with the Pakistan IT and Internet promotion policy of low prices for
BW and Internet access.
 Provision of Telecom services all over the country.
 Plan, establish and maintain telecommunication.

Vision
To be the leading and most admired Telecom and ICT
provider in and for Pakistan by achieving customer
satisfaction and maximizing shareholders' value'. We are
striving towards mobilizing the world for the future. By
becoming partners in innovation, we are ready to shape a
future that offers telecom services that bring us closer.

Mission
To be the partner of choice for our customers, to develop our people and to deliver value to our
shareholders. To achieve our vision by having:

 An organizational environment that fosters professionalism, motivation and quality.

 An environment that is cost effective and quality conscious.
 Services that are based on the most optimum technology.
 Sustained growth in earnings and profitability.

Core Values

We treat everyone with respect, dignity and responsibility.

9
We are passionate about serving our customers. Their satisfaction
is a key measure of our success.

We seek and value everyone’s contribution. Together we are

strong.

We shape our own destiny by being proactive and open to new

ideas.

10
Also, PTCL is all set to redefine the established boundaries of the telecommunication market and
is shifting the productivity frontier to new heights. More importantly, by setting free the spirit of
innovation, we enable higher living standards through our ICT services.

Main Offices of PTCL

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

 Islamabad Telecom Region,

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

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.

11
 PART 2

Company Management System

12
Organizational Chart
The hierarchy of PTCL is like International/ Multinational companies. Head member of PTCL is
named as President". Then SEVPs (Senior Executive Vice Presidents) SEVP (advertising and
marketing and business improvement), SEVP (Finance) and, SEVP human resource. Then there's
a series of Executive vice president (EVPs) like

 EVP (Advertising)

 EVP (Finance)

 EVP (Operations)

 EVP (HR Central )

 EVP (IT)

 EVP (Sales)

They are employed at the PTCL's Headquarters at G-8/4, Islamabad. Other than those EVP, there
also are EVP (HR and Operations) and they are Heads of different areas of different regions. Then
there are General Managers and Chief Engineers, Account officers, Assistant Account officials,
Finance Analysts, advertising and marketing Managers, computer Programmers and IT experts,
and so on. Then there also are Regional Heads (General Managers) to head PTCL, regions. Then
there are:

 Senior Managers (Operations)

 Senior Engineers (Operations)

 Senior Manager (Finance)

13
Policy formulation process meeting
Policy formulation involves the process of
identifying and crafting a set of policy alternatives
to address a problem and narrow down the
alternatives to arrive at a final policy decision.

PTCL’s policy formulation & meeting process

conducted regularly time-to-time so that they can
make new policies and strategies according to
market. They regularly arrange meetings for the
workers and for the top management to discuss the
company’s performance and take new decisions for achieving the goals of the company.

Workers also discuss their problems in those meetings and managers solve their problems by
giving them suggestions. They also involve top management in meetings so that they made
different new strategies for the company to accomplish their goals and objectives.

In Policy formulation process of PTCL, the top management, first of all they identify their
problems raised then the management make policies to solve those problems, after that they adopt

14
new policies, they do budgeting and then they implement those policies. Then they evaluate those
new policies and the process repeat.

Employees/personnel in various sections

Designation and number
There are approximately 56000 employees working in PTCL, they are of different types. Most of
the employees are permanent. However PTCL also hires employees on contract and temporary
basis according to the demand of tasks. The pay scales of the employees are about the same as of
government except some special allowances, which are given to PTCL employees. As PTCL is a
public limited company most of its personnel are same as for government institutions.

There are 11 employees unions registered with PTCL and there is a Collective Bargaining Agent
(CBA), which bargains the employee's problems with the management. In past due to the efforts
of CBA the management has provided many facilities to the employees.

Categories of PTCL Employees

 Regular
 Contract
 Daily Wages
 NCPG (New Compensation Pay Grade)

Major designation of employees working in PTCL are:

 CEO (Chief Executive Officer)

 CFO (Chief Finance Officer)
 CHRO (Chief Human Resource Officer)
 CIA (Chief Internal Auditor)
 GCSTO (Chief Strategy & Transformation Officer)
 GM (General Manager)
 CCCO (Chief Customer Care Officer)

15
 Hatem Bamatraf (CEO) Mohammad Nadeem Khan (CFO)

Syed Mazhar Hussain (CHRO) Shahid Abbas (CIA)

Ahmad Kamal (CCCO) Yasir Manzoor (GM)

16
Job Description, qualification
A job description is a written narrative that describes the general tasks, or other related duties, and
responsibilities of a position.

The qualification required for working in PTCL is depend upon the designation on which the
person is applying. Minimum qualification for clerk is intermediate and for HR manager or finance
manager is minimum bachelor degree with specialization in specific field.

Employee’s Benefits
PTCL has offered the most adequate
compensation package for its employees with a
raise of 30% on their running pay scale and 20%
December and June performance based raise in
terms of good conduct, punctuality and discharge
of their normal duties. It was further added that
PTCL management has decided to allow the
placement of all non-management regular employees in the next higher scale as per the channel of
promotion on account of 12 years’ service. In addition to this Eid Bonus has been announced for
all employees on the occasion of Eid-ul-Fitr.

It has been said that though it was not mandatory for PTCL to raise its employee’s salary but at
PTCL employees are the most valued asset of the company and their well-being and benefits have
always been the top most priority.

PTCL provide many other benefits to the workers like

 Health Insurance
 Life Insurance
 Benevolent Fund
 Medical leave
 Business trips etc.

17
Career Ladder
A Career Ladder is a process designed to formally progress a staff employee to a higher level of
job responsibility within his/her current position. For example, the career ladder for someone along
a management track might include titles such as assistant manager, deputy, area, senior, general,
and vice president. PTCL’s career ladder is “We prepare you with the right skills and provide
you with the right tools so as to ensure a seamless growth towards a successful career.”

“Your successful Career Path is one of our priorities”.

Job Assessment & Accountability

A job assessment is a detailed examination of the responsibilities of a job as well as the knowledge,
skills and abilities required of someone to do the job. PTCL are committed to acting in the
company’s best interests. This involves staying within permissible legal limits and taking all
possible measures to prevent any loss or damage to PTCL’s interests and reputation. Actions and
behaviors of employees constitute the organizational culture which determines its standing in the
society and ultimately becomes its corporate brand. This Code of Conduct has therefore been
designed to promote ethics, honesty and professionalism within the Company.
PTCL Management and staff will abide by the ‘Code of Conduct’ in carrying out their duties so
as to preserve public trust, ensure sustainable growth and development and create value in the
Company. PTCL is firmly against harassment by means of any action that creates an intimidating,
hostile or offensive environment and they does not tolerate violence of any type in its premises.
18
PTCL is an equal opportunity employer and treats everyone with dignity & respect and is firmly
against discrimination of all forms including disparaging remarks based on gender, age,
experience, expertise, education, disability and socio-economic status.

Incentives
Health
For PTCL, not only the health of their employees
but of their families is equally important. With over
100 hospitals on their panel wide across Pakistan to
ensure constant medical assistance to our PTCL
Family Members. Some of the best hospitals on
PTCL’s panel include:

 Shifa International Hospital

 Pakistan Institute of Medical Sciences (PIMS)
 Islamabad Diagnostic Center
 Western Dental
 Armed Forces Institute of Cardiology (AFIC)
 Rawalpindi Institute of Cardiology
 Ali Medical

Transport
In order to encourage their employees, transport service is provided within their city of residence.
So, commute to and from work is well taken care of. On top of that, upon request, transport along
with a driver is also provided to employees for personal (out of the city) trips with family/friends.

Guest House
They have their own Guest Houses wide across Pakistan to accommodate their employees.

Sports
PTCL provides opportunities to make it easier for their employees to find time to exercise & play
sports that will improve their health and well-being.

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Following sports are promoted in PTCL:

 Gym (separate for female employees)

 Badminton
 Table Tennis
 Squash
 Lawn Tennis
 Martial Arts (with instructor)

Furthermore, for all the people interested in adventure, PTCL has its own Adventure Club that
provides you the opportunity to travel and explore. On and off walks and hikes are also organized.

Fringe Benefits

 Gratuity
 Employees Old-age Benefits (EOBI)

Job satisfaction
Job satisfaction of employees about environment and timings of PTCL differ significantly as far
as qualification level of their employees is concerned. Job status (regular, contract, daily wages)
and different salary groups effect the employees regarding satisfaction about salary and benefits,
timing and rules. Experience also affects employee’s point of view regarding boss attitude, peer
relationship, timing and rules significantly. Mostly employees which are permanent are much
satisfied than the employees which are on temporary basis.

Major Managerial Policies

PTCL’s policies and conditions are designed in that way so that the company can easily achieve
its long-term objectives. They conduct meetings time-to-time for making new policies for both
company and its employees. Mostly company conduct meeting on weekly basis in which they
collect data about the market and understand the market strategies & tried to fulfill the demand of
the market. They work on customer-dealing and communication skills of employees. The SEVP
of PTCL is the individual person who is actively involved in policy revision to solve the problem
or to prevent anticipated problems related to the product availability. Basically, these are proposed

20
to the president of the PTCL, and it is up on the president that policy is actually issued. When there
is a problem than the SEVP analyze the problem that have occurred in the past or because of the
new policy, a problem arise, than colleagues and subordinates discuss the matters and give due
consideration to the prevailing philosophy in the organization.

Leave policy
PTCL provides the facility of leave for the employees in which:

 Leave Availed Annually for 48 days

 Casual Leave for 20 days

 Extraordinary Leave for maximum 5 years

 Recreational Leave for 15 days Annually

 Hajj Leave for 45 days

 Maternity Leave (for female employees) for 90 days

 Iddat Leave (for female employees) for 130 days

 Study Leave for maximum 2 years

HR Policies
HR policies of PTCL deals the policies relating with Medical, Transfer of posting and Promotion.

 Medical: This is one the HR policy of PTCL to provide medical facility to their
employees. This medical facility is provided at Combine Military Hospital (CMH).
Medical Allowance is 6% of the basic pay.

 Transfer of Posting: Transfer of posting depends on the shortage of staff, shortage of

experts and conduct. If an employee conduct is not good, he is punished with transfer of
posting to remote areas. Racial biases are also involved in transfer of posting.

21
  Promotion: Promotion at PTCL is based on performance, work beyond the call of duty
and seniority level. But as the culture of PTCL is multiple and bureaucratic racial biases
makes hurdles in the way of promotion.

Major Practices
Following are the major practices of PTCL that are followed in the company:

 They engage their workers

in useful activities other
than work.
 They always appreciate
their workers by giving
them rewards.
 They always focus on team
efforts.
 They conduct regular
meetings time-to-time.
 They also make sure to create a work environment based on dignity and respect for all the
workers.
 They always adopt flexible work policies.

22
 PART 3

PTCL Management

23
Management of PTCL
Hatem Bamatraf President and Chief Executive Officer

Muhammad Nehmatullah Toor SEVP (Finance) / Chief Financial Officer (CFO)

Syed Mazhar Hussain SEVP (Admin & Procurement / Human Resource)

Sikandar naqwi SEVP (Corporate Development)

Naveed Saeed SEVP (Commercial)

Muhammad Nasrullah Chief Technical Officer (CTO)

Hamid Farooq SEVP (Business Development)

Furqan Habib Qureshi SEVP (Business Zone South)

Jamal Abdallah Salim Hussain Al Suwaidi SEVP (Business Zone Central)

Jamil Khwaja SEVP (Special Projects)

Ahsan Aziz Acting Chief Information Officer (CIO)

Farah Qamar Company Secretary

Zahida Awan Legal Affairs

Hierarchy of HR department
The management of PTCL of HR department involves:

 President
 Chief Executive HR
 SEV President HR
 Vice President HR
 G.M HR
 Director
 Senior Manager

24
The Human resource and employees matters are handled by Human Resource manager and further
reported to senior Manger HR. the non-gusseted staff is consisting of ESO, ESS, ESPP and Optical
fiber senior supervisor.

 Account Assistants
 Stenographers
 Assistants
 Key punch operator
 Telecommunication technicians
 Higher division clerks
 Lower department clerks
 Line man
 Wire Man
 Drivers
 Trade cleaners
 Naib qasids
 Peons
All the staffs are recruited with the aid of the HR department headed by means of SEVP HR.

Total Organizational Setup

The basic management structure of Pak Telecommunication Company Limited is Function–
Oriented for routine operations. It defines job title, pay grades, a set of relatively fixed reporting
relationships, and related formal tasks. In it opportunity tends to be limited to formal promotion
paths, and power flows from the contacts and resources inherent in a defined position. The
nomenclature of jobs is militaristic, same in every section. Its main function is continuing
reutilization of useful procedures. The corporate ethos is bureaucratic moving around T & T
manuals, effecting operating practices, personnel and promotion policies. Pak Telecom has
become a paternalistic institute through life long career programs, having a strong societal impact.
There are long-service employees who have grown up with the company from bottom to the top
management. The head of the Company is called President, assisted by Senior Executive Vice
President, who control different directorates such as Planning, Operations, International

25
Communications, System Engineering, Customer Services, Administration and Technology
Transfer & Research, Each Directorate control different Regions under respective jurisdiction.
While day to day operational responsibility is decentralized to 21 different Regions, including 14
geographical regions. The Head of Region is called General Manager (GM). The GM of the region
enjoys powers mentioned in the T & T manual Volume III. He is responsible for the efficient
operation of telecommunications and finances, revenues and welfare of the staff. The GM ensures
that adequate number of efficient personnel is employed for the satisfactory operation, control and
expansion of telecommunication services. The GM control different Divisions. The Division is an
executive unit of the region and is headed by Senior Engineer (S.E). The S.E. controls different
Sub-Divisions, headed by Engineer Switch. The SE ensures efficient administration of his division
in terms of technical and welfare matters of his staff. He ensures that all sub-divisions are
adequately equipped with men and materiel for smooth running of services under his control. The
Engineer Switch is the In-charge of sub-division to carry out the order of Division. The subdivision
has different units or sections headed by Engineering Supervisors (ES). The ES acts like senior
technician and practically trace faults and rectify defects. They also supervise the work of
Technicians, Assistants, Line staff and other officials, the different diagrams show the complete
management hierarchy within the PTCL. Network planning, finance, procurement, technology
selection and service development are purely concentrated within the PTCL Headquarters at
Islamabad. Within this framework, there is little scope for initiative, accountability and
responsibility by both management and staff.

Administration style
There are mainly three administrative styles
including Democratic, Autocratic and Laissez-
faire style. Autocratic leaders make all the
decisions themselves. They do not consult their
team, or let them make decisions. Once the
decision has been made, they impose it and
expect obedience. Democratic leaders take an
active role in the decision-making process but
they involve others. PTCL mostly fall in Autocratic style. The top management themselves made

26
decisions and policies while sometimes, they follow democratic style and involve others in
decision making process. But mainly they follow Autocratic style.

Impact of different styles on workers

All the administrative styles have positive and negative impact on the morale and performance of
the employees of the organization. The democratic style helps the employees to take interest in the
affairs of the organization. All the workers are allowed to fully participate in decision making
process so as a result, their morale and efficiency both increases.

On the other hand, in autocratic administrative style, quick and fast decision making process
because of only top management is involved, the communication is clear among the employees of
the organization so that the productivity and efficiency of the workers improves. More that,
autocratic style helps in crisis management. But the disadvantage of this style is that there is micro-
management and the workers have no concern with decision making process as they are not
allowed to participate and top management only participated which is sometimes, stressful for the
workers. This type of administrative style does not help the workers to give their 100% efforts,
their efficiency and effectiveness is also low as compared to democratic administrative style. There
is also lack of creativity and the system is dependable in this style.

Culture & Environment

The Pakistan Telecommunication Company Limited (PTCL) has decided to introduce a new bill
format for its customers, effective February 2009. This decision was taken to ensure that PTCL
stir towards adopting environmental-friendly and customer-friendly policies in line with the
government of Pakistan's efforts, which recommends companies and institutions to go green.

This initiative of PTCL also coincides with the Government’s decision to celebrate 2009 as the
"Environment Year". PTCL's decision to reduce the number of billing pages is an environment
friendly initiative and is a way forward towards becoming a paperless enterprise. According to Dr.
Sadik Al-Jadir, SEVP Commercial PTCL, preceding bill format comprising multiple pages, would
be replaced with a new one-page bill format, thus packing all the essential billing details on a
single page. This single page bill format would help save, at least 12 million papers every month
that are being used for printing the billing details. To facilitate the customers, itemized billing
details would remain obtainable and accessible. Customers would be able to obtain their itemized
27
billing details by visiting any customer service center of PTCL and would also be able to access
essential billing details through IVR by dialing 1200. PTCL Call center is also expected to start
taking orders from customers for their itemized billing details. Subsequently, these details would
be delivered to the customers through courier within a certain time frame. Dr.Sadiq said, “PTCL
is determined to improve and build good relationship with its customers by providing novel and
superior telecom products and services to its valued customers and is striving hard to meet their
expectations.”

Departments of PTCL
Every organization is divided into definite departments. Each department performs different kind
of jobs and requires staff with specialized skills to handle particular job. This increases the
efficiency of workers and makes `

The PTCL Head Quarters is comprised of several departments. The division is made on the basis
of function they perform. Hence it can be concluded that PTCL has adopted the policy of functional
departmentalization. The main departments of PTCL are mentioned below.

1. Human Resource Management Dept.

2. Finance Dept.

3. Commercial Dept.

4. Operational Dept.

5. Technical Dept.

6. I.T Dept.

7. Corporate Affairs Dept.

8. Special Projects Dept.

Human resource management

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

28
 It has more than 56,000 employees and a huge network of organizational management has been
spread throughout the country.

 PTCL is engaging a substantial number of experts and specialists of standing caliber in

different spheres of profession.

 Job analysis and revision of jobs description was undertaken for improving the performance
standards.

 To meet the future challenging situations in the face of privatization and post monopoly
challenges, a corporate culture and competitive environment has to be developed, for which
all the available resources have been taped.

 Special training courses and workshops have been conducted for the top and middle
management through reputed organizations like LUMS.

 Efforts are being made to improve productivity and efficiency of the Company while emphasis
is also being placed on effective management employee’s relationship and better line of
communications to achieve corporate goals.

As my specialization is in this field, the detail of this department is explained later.

Finance department
This department is divided into following three sub-sections:

 Revenue
 Accounts
 Finance

The Finance Wing deals with the revenue matters of the company & the Accounts Wing is
responsible for proper book–keeping of the financial transactions, commercial audit & preparation
of periodic accounts of the company. The Accounts Office of PTCL is in Lahore.

Finance is the backbone of every organization because without finance any organization can’t run
its business. It plays an important role in determining the long-term objectives and evaluating the

29
feasibility of the business. The financial activities of PTCL have been split up into three major
branches: Finance, Accounts & Revenue.

Commercial Department

 Commercial section with qualified/experienced staff is being established.

 Company section is taking both short-term and long-term view of emerging trends of highly
competitive markets as its monopoly is coming to an end.

 It analyzes all the possible Company options, i.e. introducing new services, adopting new
technologies to maintain the leading role in the sector and preserve its dominant position in the
industry.

 The Company likes to reiterate that it will continue to play a prominent role in Telecom sector
of Pakistan.

 It considers that one of the most important aspects of the forthcoming competitive environment
is pricing of products and services.

 The new paradigm would require cost-based services with thin-profit margins but higher
volumes. Inherently, PTCL services were not cost-based. There were in-built subsidies and
long distance calls, both domestic and international, were highly priced. The Company,
therefore, evolved strategies of gradual price rationalization

 Commercial department should try to make PTCL the most profitable organization, which
should generate a great deal of revenue in local & foreign currency.

Operational Department
Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as well as with
other corporations.

Technical Department
This department is engaged in the management and control of technical aspects of the company,
e.g. technical manpower, technical training, technical equipment, etc.

30
I.T Department
This department is established to introduce new and advance technology in PTCL. Due to IT
department working system is to converted in a computerized system.

Corporate Development Department

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

Special Projects Department

This department is doing their activities on behalf of president.

31
 PART 4

Marketing PTCL

32
Company Marketing Mix
Product/ Service Mix
A product mix is the total number of product lines and individual products or services offered by
a company. Some have multiple product lines with lots of products in each line. But others are
much more limited.

With the largest fixed line network of the country, PTCL offers products and services like high
speed Broadband internet, CharJi wireless internet, Smart TV (IPTV) service, over-the-top
(OTT) applications like Smart Link App, Smart TV App and Touch App, and world class digital
content like Netflix, iflix and icflix.

PTCL Cricket Info Service

All the existing and new PTCL customers either of PSTN or WLL, who are Cricket
Diehards/affecters of electricity load shedding.

Telecom market is coming with different valued added services these days as the customer demand
is evolving due to fast and furious daily life in which people don’t get time for recreation like
going out with family and friends rather prefer sitting at their premises and enjoying some readily
available services. This part of world being the diehards of Cricket games, do get time for cricket
whether they have to go. You just have to dial 1216 and listen to the live commentary of ongoing
matches.

Product & Services

PTCL’s product and services are:

PTCL Landline
For local calls the code used is non-STD. For calls to other cities (e.g. Karachi to Lahore) the code
is called STD. For International calls the code used is ISD.

PTCL V-fone
It is a product which is wireless. We can use anywhere in Pakistan. Internet and web browsing is
also its feature. It is under CDMA.

33
Smart TV
A smart TV, sometimes referred to as connected TV or hybrid TV, is a television set with
integrated Internet and interactive "Web 2.0" features. Smart TV is a technological convergence
between computers and flat screen television sets and set-top boxes.

Broadband
Broadband Internet service truly is the most used form of Internet access because of its high access
speeds; it is offered in four different forms, DSL (or Digital Subscriber Line), also fiber-optic,
cable, and satellite.

DSL
The DSL (or Digital Subscriber Line) internet service makes its connection by utilizing unused
telephone wires that cause no interruption to your telephone service.

Cable
The broadband cable connection is provided by the local cable TV provider. Here the cable Internet
connection speed varies with the number of users on the service at a specific point in time.

Fiber-Optic
The newest broadband service is fiber-optic, which is the fastest Internet connection thus far.

Satellite
The last and slowest broadband service is provided
by satellite. Although this is a good replacement for
dial-up for those people living in remote rural areas,
the installation costs are quite high, but the ongoing
monthly charges are competitive to both cable and
DSL.

34
Not only traditional phone facilities, optical fiber facilities are also provided by Pakistan
Telecommunication Company limited services to the Private As well as government Sector of
Pakistan. PTCL is providing these facilities to its customers with wide range of varieties. Mainly
PTCL services are separated for Household customers and corporate customers. These services
are:
 Services for Consumers
 Services for corporate Customers

SERVICES FOR CUSTOMERS

These services are provided to public sector by PTCL. The people who are using PTCL’s Services
for household or small business activities. These services are including:
 New cellphone Connections,
 Value Added services,
 V-tone Connection,
 Evo Broadband,
 Smart TV,
 prepaid Calling cards,
 E- bill Payments,
 Digital Facilities, and

35
  Prepayment telephony services.

SERVICES FOR THE CORPORATE CUSTOMERS

PTCL gives a host of supreme facilities to healthy the desires of company clients. The listing of
the corporate services are given as underneath:
 Universal Access Number,
 Voice Messaging Service,
 PTCL messaging Plus,
 Co- location Centers,
 Universal Internet Number
 Virtual Private Network

Dealing with Clients

PTCL Corporate Customer Centers (CCC) are single point contact facility designed to give our valued
Corporate Customers convenience
with personalized services. These
strategically located centers facilitate
our valued clients in:
 New service provisioning
 Maintenance support
 End-to-end Connectivity,
Digital/ICT and Cloud
solutions provisioning

At Corporate Customer Centers,

PTCL provides top-of-the-line telecommunication services focusing better customer care through:

 One window for all Enterprise services/solutions

 Swift processing of service requests

36
Clarity & Efficiency
When it comes to getting a new internet connection, people tend to have a lot of questions they
want answered. These vary from the cost to internet speed, coverage to products & services
are available. PTCL, with its wide range of product offerings, gets several questions regarding
their services. The Customer Service team on social media seems to be able to handle that without
any issue. Their responses are simple and clear and provide all the information that the customer
is asking for.

Furthermore, the team also appears to have their complaint handling system perfectly synced as
per customer needs. Since sharing private information is unwise on a public forum, PTCL
Customer Service team requests customers to share their details in inbox. From there, another
Customer Service Representative takes over and guides the customer on complaint resolution or
product information. It is interesting to note here that PTCL’s Customer Service team stays
professional throughout their conversation with the customers and stays courteous and friendly.
What’s more impressive is that they converse in the same language the customer uses, be it English
or Urdu. Clearly this process is working for them as whenever they check back with the customer,
the issue is resolved, and the customer appears satisfied.

Personality & Proactivity

When it comes to customer service, no one likes talking to a robot. People want a sense of
satisfaction that they have been heard and that they are talking to another human being, who is
willing to resolve their problem. Thus, the human factor is necessary. In order to do so, PTCL
ensures that their responses are lively, empathetic and friendly. They make sure to address the
customer by their names, they reply in the same language used by the customer and they use a
courteous tone. Interestingly, to create more engagement, they have adopted another strategy that
is quite innovative and enjoyable. They are using GIFs in their communication to make it more
friendly and creative.

37
From their fast response to being super proactive, PTCL Customer Service team is doing a fine job in
handling complaints on their social media platforms. While they still get complaints on a daily basis,
people are satisfied by how the company is responding to their complaints in a proactive manner.

Promotional Policies
Promotional policies are designed to promote career growth through providing and maintaining an
appropriate work environment and adequate resources to enable professional employees to apply and
develop their skills and capacities towards achieving an organization's goals. In PTCL, promotional and
other policies, procedures and strategies are designed in a way which are beneficial for both employee
and company.
 PTCL broadband customers will get a free for life personalized e-mail account with 50mb of
space.
 Broadband keeps you connected to high speed internet all the time.
 Economical packages for students
 Special packages for corporate and individuals
 Access to free movies, music, classical Pakistan plays, famous cricket matches, educational and
religious contents exclusively for PTCL broadband customers.
 PTCL achieving the important milestone of taking broadband into over 414 cities/towns across
Pakistan

SWOT Analysis
SWOT analysis stand for analyzing the Strengths, Weaknesses, Opportunities and Threats of a
certain industry or a company to find opportunities and threats that are occurring from external
environment and the strength to face these threats and avail the opportunities and analysis of
weaknesses on which threats can harm the organization growth the other two components are
internal.

Strengths

 Competitors still depend on PTCL network either directly or indirectly

 Team Work

38
  Friendly Environment
 Exponential growth
 A wide range of products
 Huge infrastructure
 Versatile, State of Art Latest Technology
 Lowest rates
 Rapid response unit
 Experienced and Qualified technical staff
 24/7 maintenance support
 Standby power agreements
 Use SAP software
 Skilled human resource at low cost
 Favorable policies
 Provision of alternative solutions
 Provision of network flexibility for expansion
 International brand name

Weaknesses

 Not been able to minimize customer’s complaints

 Not clear strategic direction
 Internal organizational employees working environment is not good
 Gender Discrimination
 No innovation
 Not follow the time routine
 Quality of service
 Low revenue per user
 Poor organizational structure
 No research and development programs
 Employee skill inconsistency
 Very low employee morale

39
  Mismanagement in PTCL
 Huge wastage of resources
 Work burden on employees
 PTCL is not properly marketing their new services and product

Opportunities

 Low tele density of Pakistan

 Have vast infrastructure and real estate which can be leveraged further
 Global connectivity reliability has been improved
 Huge market size
 Local set manufacturing
 Removal of international trade barriers
 Making technology accessible to all
 Add new products
 Literacy rate increased so that company can recruit more educated and talented people
 PTCL can increase their profitability by improving customer services
 PTCL must grab bright opportunities like WI-MAX.
 Save a lot of resources if they bring so betterment in their planning process
 Must have to grab the opportunity of 4G/5G technology

Threats

 Increased competition in long distance countries to exert pressure

 VOIP use is increasing despite ambiguous and discriminatory policies
 Exposure to market competition
 Migration to cellular network
 Ability to attract & retain quality professional
 Other telecommunication companies like Telenor, Zong etc. give more perks to employees
than PTCL
 PTCL is facing huge threat of migration from landline to mobile phone
 Due to political crisis in Pakistan, the HR policies can be delayed by top management

40
 Brilliant customer service of rivals is a huge threat for PTCL
 Recession in economy
 Adverse shift in trade policies of government
 Continuously improving quality of Naya tell is also threat for PTCL
 Increasing rate of cyber-crime is also threat for PTCL high speed internet devices like
EVO, EVO nitro.

41
 PART 5

Human Resource Department

42
Company’s Human Resource Department
This section covers Human Resource department of Pakistan Telecommunication Company
limited, various functions of HR department such as recruitment, selection, training and
compensation, activities such as customer relation, installation of various devices for customers,
management of different departments of PTCL and reward and compensation process for
employees on various tasks. Management of people at work is very important in every
organization, because organizational goals and objectives are achieved by the co-ordination of
people working at the organization. Every organization has personnel function whether or not
specific manager has been so designated. Every organization must hire, train, motivate, and
maintain employees. Human resource department is responsible for arranging and managing
human capital for PTCL. The administration is required to follow a definite set of rules and a
specific procedure. Prof-Waldo defines procedures as “The prescribed or customary way of
working together with the conduct of an organization business. It is the procedure that governs the
internal and external relationship between an individual and another, between one organizational
unit and another, between one process and another, between one sill or technique and other
between organization and the public.

43
Main tasks of Human resource department of PTCL include recruitment, selection, promotion,
performance management, training arrangement for employees developing the HR Policies,
building competitive market pay structure, procurement etc. This department also indulges in
administrative responsibilities including overall maintenance of the company, management of the
Training Colleges and Institutes, providing medical services to the employees, employee relations
etc. A few qualified officials run the Human Resource Department at PTCL. PTCL’s HR
objectives reflect its corporate values, i.e. SCOPE which means they are supportive, competitive,
open and professional.

Units of HR department
Admin Unit

 Buildings
 Exchange
 Transport

Medical Welfare Unit

 This unit provide medical facilities for employees and fro their families
 Employees incentives and compensation
 Panel hospitals and doctors
 Dispensary

Legal Branch Unit

 Employees Issues
 Public Issues

Main Pillars of HR
 Planning
 Staffing
 Training & Development
 Motivation

44
  Maintenance

Planning:
The principal elements involved in human resources planning in PTCL are as follows:

 Goals and plans of organization.

 Current human resource situation including skills inventory.
 Human resource forecast including comparison of projected future demand for employees
with projected supply.
 Designing programs to implement the plans.
 Audit and adjustment.

Human Resource Planning Process

Human Resource Planning is a process by which managers ensure that they have the right number
and kinds of people in the right places, and at the right times, who are capable of effectively and
efficiently performing assigned tasks.

Human Resource Planning is defined as the process by which management determines how an
organization should move from its current manpower position to its desired manpower position.

Meaning of human resource requirements and time and stages of requirement.

1. Right Person---At Right place----At Right time

2. Human Resource Planning is also called manpower planning, personnel planning or

employment planning.

3. The process of estimating the future quantity and quality of people required.

4. Demand forecasting must consider several factors like

5. Internal (Budget constraints, employee separations, production level etc.)

6. External (Competition, laws, change in technology).

7. To assess the surplus and shortage of HR. (Downsizing).

45
Objective of HRP

1. To anticipate the impact of technology on jobs and HR.

2. To determine the level of Recruitment and Training.

3. To estimate the cost of HR and Housing needs of employees.

4. To meet the needs of expansion and diversification program.

Importance of HRP

1. Future Personnel needs

2. Creating highly talented personnel - upgrade

3. International Strategies

4. Foundation of personnel function – recruitment, selection, promotions

5. Resistance to change and move – anywhere, anytime

6. Increasing investment in human resources – Foreign Assignments

Forecasting HR Requirements of PTCL

Human Resource department of PTCL performs Human Resource planning. Human Resource
planning systematically forecasts an organization’s future demand and supply of employees. It
also tells that which type of Human Resource is required? What should be their abilities and
qualifications? For this purpose job description and job specification
are defined after the analysis of the job for which recruitment is to be done.
Now the challenge is that from where this need is to be filled, and how many number of employees
are to be hired to fulfill future demand.

Staffing
Activities in HRM are concerned with seeking and hiring qualified employees. Staffing includes:

 Job Analysis
 Recruitment
 Selection

46
Job Analysis:

Job analysis provides information about the jobs currently being done and the knowledge, skills
and abilities that individuals need to perform the job adequately. Job Analysis is concerned with:

 Job Specification
 Job Description
 Job Evaluation

Recruitment

Recruitment department maintains a close liaison with the top-tier engineering and business
schools so as to ensure a steady supply of high-class talent streams, and then conducts the complete
hiring process from advertising the positions in various media to the final selection in both
management and non-management cadres. But still the recruitment process is not up to merit,
candidates who are referenced by political leaders and bureaucrats are also hiring and who have
no such qualifications for the required positions. Main areas of recruitment are:

Request for Hiring: Requisition is received from the department via e-mail or through movement
of file. It is followed with strong follow-up from the department head.

Check HR Budget and Position Existence in Organization Development: In case of new hiring,
recruitment department checks for HR Budget whether the position exists in organization
development department or not. If the position has not been approved in the budget then special
approval for a new position is required from the SEVP HR or President.

Resume Sourcing and Job Advertisement: The availability of position in organization

development and HR Budget, if it is available, then the job is posted on internet portal (Company
website Recruiting agencies like BrightSpyre, Rozee.pk and in leading newspapers like Daily
Jung.

For Internal Employees: If the recruitment has to be done from internal sources only, the vacancy
is advertised internally only through an e-mail generated by Senior Manager Recruitment and sent
to all employees. All General Manager are also instructed to post the vacancy announcement in all
visible places. Resumes are accepted both as hard copies and as soft on recruitments email address
(recruitment@ptcl.net.pk)

47
Resume Collection and Short Listing: When the deadline is reached the CV’s are collected and
short listed, based on short lists the CVs received by both external (advertisement & executive
search firms) and internal (internal advertisement job posting) sources. Then interview is
scheduled and panel is nominated and makes interview calls to the short listed candidates on the
specifications provided by the department for a particular position.

Interview

A panel constituting of 2 or more people is nominated which includes an HR representative and

department representatives. Interviews are scheduled as per availability of the panel and candidates
are informed telephonically. Before interviewing the candidate, recruitment department verify his
documents including educational and experience, they tallied with the CV copies and required
document copies are retained for record. Interview evaluation is done on Interview assessment
forms that are different for Management Trainee level, Management level and Senior Management
level. Before sending the interviewee for the interview his documents are verified. During the
interview process all the panel members fill up an interview assessment form about the candidate,
which further helps in selection process.

Job Letter Offer

 External Candidates

If the candidate is selected he/she is informed verbally on the telephone about her selection and
the candidate is asked to visit the headquarters for further formalities. Upon visit, the original offer
letter and a copy are presented to the candidate for signing.

 Internal Candidates

For internal candidates, consent is obtained from their supervisor and General Manager regarding
the movement of employees and advertisement is done via e-mail or through file movement. The
eligible employees send their emails with employment forms, then they are short listed and
interviewed, and recommended employees cases are send to General Manager (HR) for approval.

Medical Referral

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Upon visit in case of external hiring to the Head Quarter the candidate is also issued a medical
referral letter for a hospital on PTCL’s panel. They are required to visit the hospital and conduct
the tests mentioned on the referral on company’s expense. Those tests are sent directly to General
Manager Medical by the hospital and a medical report is sent directly to the recruitment department
mentioning their medical fitness condition. If a candidate is found unfit he is referred for a second
opinion. He meets the General Manager medical in person and further tests are conducted. If still
found unfit the case is closed. If a candidate is found fit he is informed and date of joining is
confirmed. But sometimes medical tests are not 100% fair, bribery involved in it if the candidate
give some handsome amount of cash to the doctor he can qualify the candidate without any test.

Approvals

Upon final selection of candidates, cases are prepared which includes one copy of CVs and
assessment sheets of all the panel members. An approval sheet is attached and forwarded for
approvals. The channel includes Senior Manager’s approval, Executive Vice President HR
approval, approval from the Senior Vice President of the respective department and SEVP
HR&A’s approval.

Determining Compensation Package

The file reaches the compensation and benefits department, the salary package and benefits are
determined and sent to Senior Vice President HR for approval.

Date of Joining

On the date of joining the candidate is handed over his appointment letter and a joining report is
received. He is again referred to RHD who takes care of his work space and other facilities.

Recruitment Help Desk

RHD is a one-window service point for the entire initial needs of the new staff member and would
provide the new employee with a Complete Starter Pack (ID card, Medical Book, Laptop/desktop
office arrangements, Cell phones and other facilities on the date of joining. After recruitment and
selection, the new hires are referred to the Recruitment Help Desk Section where he/she is provided
with a set of forms for all the facilities and benefits being provided to him. His/her date of joining

49
is confirmed from it. He is asked to provide the complete forms with the requisites on the date of
his joining. The new hires are required to report to the Recruitment Help Desk on the date of
joining. A joining report is to be provided which is to be filled by the employee and verified by
the reporting authority. The employee is to be asked to submit the report to the reporting officer
and provide a copy to the recruitment department for further processing. The orientation manual
is delivered to the employee on the date of joining.

Processes at RHD

Bank Account Opening: Initially the candidate is provided with the Bank Account form and panel
Banks List.

 Bank Referral letter: The candidate selects the bank and is given a Bank Referral letter being
addressed to the Manager of the bank.

 Salary imbursement: After that the candidate open an account in the respective bank and
informs the RHD , which then sends the account details to the Manager Payroll for Salary
imbursement

 Existing Account: Incase if the candidate already has an account in the panel banks on the
panel, then he just has to provide the account number.

 Generating E-Mail ID: After receiving the joining report from the candidate, a request is sent
to the IT administrator for the generation of E-Mail ID and Password.

 Generating Employee Number: Management Staff & Non-Management Staff Joining Report,
Personnel information & bank Account letter is received by RHD. Non-Management staff
request is forwarded to General Manager HR & A and for Management Staff to the
Organization Development Department.

 Employee Number: From their onwards candidates get their position numbers and are entered
in SAP and eventually get their Employee Number.

 Employee ID card and Temporary card filled forms are submitted to the RHD with requisites,
who verifies them and issues a temporary card to the employee. These filled forms are then
sent to the Director Security who prepares the ID card and sends it to the RHD. RHD hands

50
 over the ID card to the employee and temporary card is taken back and returned to the
Security Department.

 Issuance of IT Equipment: For the Issuance of IT equipment a request is forwarded from

RHD to IT Department. IT department forwards the request to Procurement Department.
After purchase the Procurement department sends the equipment to the IT department for
Installation.  The Installed equipment is sent to the RHD by the IT Dept., where it is
handed over to employee and receiving is obtained.

 RHD, for smooth and efficient operations maintains pool proof IT equipment; for this
purpose the requisition for IT equipment is sent to IT and Procurement department 2
months in advance.

Human Resource department is further divided into sub departments.

Training Administration and Career Development

Since privatization PTCL is very keen toward career development of its employees and
considering many programs, which will enhance the capabilities and skills of the employees in
line with the company’s strategic goals. Training Administration and Career Development
Department is responsible for planning preparation, and execution of the projects for expansion of
training facilities. Prepares annual training plan for the company ensuring credible trainers and
selects the most appropriate meth of organization developments for conducting the programs. This
department is also responsible to conduct undergraduates and graduate courses in different
disciplines in line with the company policy at PTCL academy.

Foreign Training

In order to acquaint officers with latest tools and technologies, training administration conducts
and arranges foreign and local training courses for the PTCL employees and then employees are
sent for training in the foreign countries like China, Italy, France and Japan where they get training
and gain knowledge. A few examples are given below;

 Digital radio system in Italy

 Network basic engineering in Japan
 Network management and operation in Japan
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  Fiber optics engineering in Japan

The Overseas International Corporation (OIC), Japan International Corporation Agency (JICA),
sponsors some of these training and PTCL has to pay nothing for it. PTCL also pays for the foreign
training some time full payment and sometime partial but it depends upon the nature of training.

Local Training

External Institutes

Employees working in PTCL are facilitated with short term refresher courses in information
technology, management, customer care, marketing, sales, advertising corporate laws conducted
by well reputed institutes like LUMS, FAST, NIPA, LEADS. In current year so far 237 employees
were facilitated by short courses.

Internal Training

PTCL has the following training institutes where the employees of PTCL get the training facility.
The Institute of Communications technologies (ICT) in Islamabad provide training facility to its
employees both technical and non-technical.

 Staff College in Haripur.

 Two regional Telecom training schools Lahore and Karachi

Nine regional telecom training schools are in Peshawar, D.I khan, Gujranwala, Faisalabad, Multan,
Sialkot, Quetta, Hyderabad.

HR training at ETISALAT Academy

HR is a big challenge now a days and the need of hour is to understand the challenge and turn it in
to opportunity. Etisalat Academy is supporting PTCL in training and career development of staff
by providing them training opportunities. Etisalat Academy offered training programs to PTCL
employees in HR disciplines. PTCL HR department’s first batch of 20 HR Staff successfully
completed two weeks training in Dubai. The main areas of training were global challenges, basic
HR components, restructuring, compensation and benefits techniques, and man power planning
and performance appraisal techniques. Following are some upcoming projects and activities of
Training and Career Development Department.

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  Training Incentive offered to VSS Optec

For the rehabilitation of VSS3 Optec PTCL offered a package of post VSS services out of
which the most beneficial and helpful service offer are Vocational and Technical trainings.

 Urgent Training Needs

The Urgent Training Needs, which realistically depicts the post VSS scenario, are expected to
cater immediately by conducting customized training programs. The involvement of the
departments for providing their valuable input in the form of training needs analysis (TNA)
response was essential for accurate identification of their requirements. Given the
transformation stage, the critical courses required organization wide were highlighted and
incorporated in Urgent Training Needs.

 The ownership of Easy learning project

One of the assignments is to establish an E-Learning Center to facilitate the card users at
various locations. Establishment of centers would be incorporated in the revamping process of
Training Department. It is expected that the project would be a long lasting activity to be
carried out in Training Department.

 Information and Communication Technology Training Activities

 Ph.D. Program ICT training activities offers Ph.D. program to its brilliant and hardworking
employees if someone is interested.
 MS programs MS program is also a part of ICT, if an employee is master degree holder
and wants to continuous its education Training and Career Development department gives
admission in concerned university.
 Cisco Regional Academy ICT offers training program in Cisco regional academy for IT
specialist to understand the uses of various routers and HUBs.
 Academy for Oracle This academy offers training for computer programmers to learn new
programming techniques to cope with the new technology.

Lineman Training Program

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The declaration to celebrate year 2008-09 as year of Customer Care & Satisfaction by the
President/CEO of the company, has entrusted upon Training & Development Department a
gigantic task to transform our line staff who are the real customer care agents of PTCL. This
initiative is the part of company’s strategic vision to turn PTCL a leading corporate entity in highly
competitive business environment of telecom industry. A mega training campaign has been
launched for all the Linemen of PTCL. The training module prepared by Training & Development
department has tried to address all skill needs most direly required by our Linemen to cope with
emerging technologies in telecommunication. This training will significantly improve both soft
and technical competencies of our linemen and we believe that this training shall be remembered
as a milestone in PTCL’s history.

Quality Awareness Program

In order to create quality awareness and skills improvement of PTCL staff, a 3-year QA plan has
been made. The project is scheduled from March 2007 to December 2009. Following four types
of programs are under the work plan:

 Installation Quality Standards

 Quality Auditor Course
 Companywide Quality Awareness
 Train the Trainer Program’ offered to the faculty of PTCL training centers

Senior Management Development Program

Etisalat Academy being the lead consultants of PTCL’s Training and Development department has
proposed a meritorious program for the development of Senior Management Team (SMT) of
PTCL. The workshops, their contents and out comes have been reviewed and have been found
beneficial for the company. Proposed plan of five workshops is in line with emerging concept of
Continuous Professional Development. CPD is being promoted for conscious updating of
professional knowledge and enhancement of professional competence throughout a person's
working life. PTCL Training & Development wing is committed to the pursuit of professional
excellence with its Senior Management Team. PTCL’s SMT, though possesses matchless
functional competencies, will benefit from these workshops.

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Internship Program

As per existing policy approximately 194 internship offers were made during 2008-09. Currently,
we are in the process of invigorating our Internship Policy. During the last couple of years
Internship Program at PTCL has received special attention and focus.We look forward to this
program not only as a learning opportunity for the participants but also a prospect for PTCL in its
continuous endeavor for talent hunt. It is the process by which we not only contribute significantly
to the development of the best talent in professional and leading universities and schools, but it
also aims at creating “PTCL Ambassadors” that spread goodwill of the company all over the
country. This program is intended to provide students with the opportunity to apply what they are
learning in their academic pursuits to real world situations. Through the successful implementation
of this program, PTCL looks forward to rightly identify, recruit, train and develop its most
important need of the day i.e. the Human Resource.

Nominations for Open House Training Programs

Besides aforementioned activities the Training and Development Department is organizing a

complete database of the training firms/institutes and the freelance training consultants. Staff is
being nominated for open house training programs offered by reputable firms to assess the efficacy
and the relevancy of the program.

HR Administration
Devise policies and procedures to ensure that the day-to-day maintenance and logistics
requirements of the PTCL Head quarter and the staff working here are adequately met. Manages
and administers the transport fleet of the PTCL Head quarter for its optimal use and for preempting
any squandering of resources. Take steps for the arrangement and hiring of private accommodation
Organization Development for the PTCL’s Head quarter employees. Sub areas of the
administration department are as follow:

Medical Branch

Oversee the efficient administration of the medical establishment of the company suggests
improvements in the existing medical services infrastructure so as to make it more developmental
and useful for the employees. This department evolves programs for the development of health

55
management system in coordination with the General Manager (ER) and other administrative
authorities of the company.

Corporate Safety & Security

Corporate Safety & Security area devises a comprehensive and foolproof mechanism for the safety
and security of PTCL Head Quarter premises and other PTCL properties. Corporate Safety &
Security are liaise with the defense and other law and order enforcement agencies to protect and
safeguard the security interests of PTCL.

Corporate Administration Coordination

Prepares & ensures implementation of company transport policies, responsible for proper
utilization of company resources, responsible to ensure that key buildings of PTCL are given
special attention for janitorial and cleanliness services, prepare effective building maintenance
plan within available budget and handles employees claims regarding TA/DA policies.

Administration maintenance

Devises policies and procedures to ensure that the day-to-day maintenance and logistics
requirements of the PTCL Head Quarter and the staff working here are adequately met Foresees
and plans for the future requirements of the maintenance activities and takes steps for their
accomplishment, ensures a steady supply for the provisions and supplies to meet the operational
requirements of PTCL Head Quarter so that operational work is not hampered. Chalks out and
accomplishes a comprehensive maintenance plan for the upkeep and conservation of the PTCL
residential colonies at Islamabad so that the PTCL employees residing there get the maximum
comfort level. Manages and administers the transport fleet of the PTCL Head Quarter for its
optimal use and for preempting any squandering of resources. Administration maintenance takes
steps for the arrangement and hiring of private accommodation organization development for the
PTCL Head Quarter. Administration maintenance area plans and executes transfer plans of the
management employees country-wide based on the functional and business requirements, but as
the culture of PTCL is rigid and bureaucratic, referenced employees are prefer in transferring
which create racial biases and ignored the meaning of HR “Right man for Right job” so the transfer
of posting is based on choice of employee not on clear HR policy, processes the disciplinary cases

56
in line with the prevailing regulations, executes the various functions relating to position
management so as to match the skills set of the employees with the positions, manage the
permission requests of the employees as part of both external and internal regulatory requirements,
liaise with the external agencies viz. various functions relating to discipline etc. and deals with
leave management affairs of the cases falling under the purview of SEVP (HR&A).

Performance Management System of PTCL

The management has reacted strongly against on-going strikes by company employees, demanding
raise in salaries and allowances announced by the government in recent budget. PTCL
management said the allowance and bonus packages will be given to those employees who will
perform their jobs as if they do in normal routine.

The internal memo issued by the top management asked its all regional heads to review the
performance of the employees under respective jurisdictions and send their recommendation to
Human Resource Department for the issuance of August salary and allowances. Previously, it said
the salary raise and Eid bonus will be given to selected employees based on their past year
performance.

PTCL management has reacted severely in past too, however, it had to bow down to the
employee’s union in the end by partially or wholly accepting their demands.

Recent strikes by PTCL employees have halted the whole PTCL system leaving customers in
miserable and support-less situation.

Employees are demanding 50 percent pay raise on their running basic and salaries in accordance
with the government’s notification, medical allowance, Eid reward and promotions for all.

It’s a pleasure to announce that the exercise of performance assessment of all non-management
staff according to the parameters of good conduct, punctuality and discharge of basic duties has
been completed through online Performance Management System (PMS) through SAP. As the
management is always desirous to extend maximum benefits to the employees so a very lenient
approach has been adopted in this exercise and around 95% employees have been qualified
for 20% increase in salary.

57
PTCL appreciate the contribution of their employees and urge to improve their performance to
bring better quality of service to the customers and productivity. The company sincerely hope that
they will reciprocate the same gesture and will put in their best efforts towards taking PTCL on
the path to success and glory.

Organizational Design
Organizational Design department is responsible for the creation of structure for all hierarchy
levels at PTCL. Organizational Design department conducts studies to ensure management
effectiveness, reorganization development activity, and efficiency with a view to guide the
company towards highest levels of efficiency and performance and manage to excel in the
mastering of the skills, tools, and values to help the management and the company thrive in the
Organization Development turbulent business environment.

Functions Performed By Organizational Design

The generation of Employee number through SAP and to create a new position in the
organizational chart with approval of concerned department’s SEVP and HR SEVP to finish a
position in the organizational chart. This department is effectively working since after January 15,
2009 after the implementation of McKenzie Project.

Compensation and HR Policies at PTCL

Compensation management gathers data regarding descriptions and responsibilities of various
jobs, it design uniform incentives plans for the whole company across all the hierarchical levels
that complies within the criteria of internal as well as external equity. PTCL is providing benefits
to its employees (both intrinsic and extrinsic) and pays as competitive salaries. As in PTCL the
employees are divided in to two categories i.e. regular and contractual, that’s why the salary
structure varies. As far as the regular employees are concerned (from scale 1-scale 16) the salary
structure is based on seniority level or according to the Government policy. And as far the NTC
employees, (from scale 17- scale 22) they are getting their salaries and promotions on the basis of
performance base pay system. But as the pay raise system is very slow especially for contractual
employees, utilization of employees is not very proper which leads to dissatisfaction of employees

58
and bad performance. However the salary and reward structure on which the top management is
focusing more, are their technical staff, which is definitely most important for the organization.

As in PTCL there are regular NTC employees, to apprise the regular employees the meth
Organization Development used is annual confidential report (ACR). As for as the NTC employees
are concerned the meth Organization Development for evaluating the performance as named by
the PTCL’s management is 180 degree, in which first the reporting officer(immediate boss)
evaluates the employee as criteria defined in the appraisal form and then the reviewing officer is
going to evaluate the appraisal form. But there is no time period defined when the ACR’s are
conducted. Some of the employees have not been evaluated since last five years.

Benefits:

 Bonus

PTCL annually provides cash bonus to its staff to encourage them to give their best to the
organization and contribute beyond the call of duty. The bonuses are paid in accordance with the
pay scales of the employees. Bonus is 5% of the basic pay.

 General Provident (GP)

Fund PTCL also provides its employee’s GP fund’s facility. It is a welfare fund to which all the
employees contribute on regular basis through salaries and the PTCL also contributes handsome
amount. It is 13% of the basic pay for each pay scale. At the time of retirement all the employees
get appropriate financial assistance from this fund beside their regular pension. But it is only for
the regular employees.

 Pension

Employees have the facility of pension. After retirement, each and every employee of PTCL get
pension according to the pay scale, till death and after the death of the employee, pension will be
given to his wife till her death. It is 33% of the basic pay. But as now PTCL is a private organization
there is no facility for the contractual employees.

 Medical Expense

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The medical assistance is provided to the employees according to the pay scale and in accordance
with the service conditions (contract/regular employees). For scale 1-16 it is Rs.500 and Rs.800
per month for scale 17 and above.

 Transport

PTCL provides the transport facility to the employees in the form of pick and drop service
especially for lower level employees and provides the charges of fuel to the management staff. For
management staff it is Rs.2480 (for grade 20-22).

 Accommodation

Facility PTCL is also providing the accommodation facility for their employees. PTCL has its own
flats for the lower staff (which includes grade 1 to 15).Then they also have colonies and furnished
houses for the higher ranked employees like chief engineers and general manager. House rent is
45% of the basic pay.

 Leave Policy

Leave policy is the integral part of the compensation system; PTCL provides the facility of leave
for the employees depend upon the situations.

 Uniform Allowance

PTCL provides the summer and winter uniform to some of its staff especially at lower level
employees.

 Marriage Grant Allowance

PTCL provides marriage grant allowance to their employees for the marriages of their daughters
from grade 1 to grade 15.The amount is fifty thousand rupees.

 Burial Charge

PTCL also provides the burial charges to the family of deceased employees.

 Educational Benefits

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Special attention has been given towards the educational facilities being provided by the PTCL to
the dependents of its employees. Employee’s dependents education is free till matriculation under
the PTCL compensation policy. Moreover regular stipends are also awarded to the deserving
students.

 Official Telephone Connection at Residence /cell phone /DSL

Employees are provided with official telephone connections at residence, DSL connections and
credit amount according to their pay scale. Phone allowance is Rs.500 per month for grade 1-16 is
and Rs.300 per month for DSL. There is no such allowance for grade 17 and above.

 Performance Appraisal Procedure

Performance evaluation Performa’s are filled by immediate superior of employee (after a year)
and handed over to HR for further decisions regarding promotion and salary raise etc. but actually
this system is only for promotion not for employee’s better development and training.

 Performance Certificate

To induce to work hard on continuous basis, the company provides certificates to its employees to
acknowledge their Organization Development performance. This helps in employees grooming
and advancement in banking career.

 Car Maintenance Allowance (CMA)

CMA shall be provided to the entitled employees such as grade 20 to grade 22.

 Travel Allowance

PTCL provides travel allowance to the employees for official trips according to the entitlements.
It depends on pay scale and cities, for 1-16 it is Rs.365 for special cities (Peshawar, Abbotabad,
Islamabad, Lahore etc.) and for 17 and above it is Rs.650.

HR Policies at PTCL
HR policies section At PTCL deals the policies relating with the, Medical, transfer posting and
Promotion.

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  Promotion: Promotion at PTCL is based on performance, work beyond the call of duty
and seniority level, if an employee performs well and is senior, his performance evaluation
sends to the top management and then they issues order of his promotion. But as the culture
of PTCL is multiple and bureaucratic, and creates regional and racial biases which makes
hurdles in the way of promotion.
 Medical: This is one of the HR policies of PTCL to provide medical facility to their
employees; PTCL provides medical facility to their employees at Combine Military
Hospital (CMH). Medical allowance is 6% of the basic pay.
 Transfer of posting: Transfer of posting depends on the shortage of staff, shortage of
experts and conduct. If in area there is shortage of staff especially in rural area HR
management fill the vacancy with the transfer of concerned employee. Similarly if
somewhere there is deficiency of expert especially IT expert, transfer of posting is
conducted. If an employee conduct is not good he is punished with transfer of post to
remote areas. Racial biases are also involved in transfer of posting.
 Demotion: Demotion occurs when an employee is moved from one job to another
position that is lower in pay, responsibility and/or organizational level. Demotion
is used as a tool of punishment, but it is temporarily.

Politics in PTCL
Whistle blowing: A whistleblower is a person, often an employee, who reveals information
about activity within a private or public organization that is deemed illegal, immoral, illicit, unsafe
or fraudulent. Whistleblowers can use a variety of internal or external channels to communicate
information or allegations.

PTCL exercises a ‘zero-tolerance’ policy for bribery and corruption in all forms. It abides by all
applicable local and international anti-bribery and anti-corruption laws. It requires everyone
involved in its business to comply with such laws and uphold the highest ethical standards with
regard to anti-bribery and anti-corruption.

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 PART 6

Company Accounting

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Structure of Finance Department
Initially, Finance Department was supervised by GM but after the recent change in management
structure, Finance Department of PTCL is headed by Senior Executive Vice President (Finance),
who is responsible for accounting and finance functions of the organization. The Senior Executive
Vice President is the head of Accounts Department and the Vice Executive President Finance is
the head of Finance Department.

Functions of Finance Department

Finance system of PTCL is

 Accounting system
 Mobilization of funds
 Generation of funds
 Allocation of funds

Mechanism of Finance System

Finance is the backbone of every organization because without finance any organization can’t run
its business. It plays an important role in determining the long-term objectives and evaluating the
feasibility of the business.

Finance Wing
Split up into three major branches; Finance, Accounts & Revenue.

G.M Finance heads this department. The responsibilities of the General Manager (Finance) usually
fall in the area of financial management, preparation of annual budgets, determining the revenue
targets for the year, investor, and banker relations and controlling the Directors revenue in all the
regions.

Budget Wing
Budgeting is the most effective instrument to exercise quality control over the financial resources
of an organization and their better utilization. A budget is a comprehensive financial plan setting
forth the expected route for achieving the financial & operational goals of an organization. The

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companies engaged in large-scale business essentially have a budget department to carry out
budgeting for the coming financial year. Various functions performed by Budget Dept. of PTCL
are:

 Allocation of funds to different head of accounts.

 Disbursement of funds or physical transfer of funds to different heads of accounts.
 Receive and analyze budget reports.
 Recommended actions designed to improve efficiency where necessary.

Classification of Budget

For simplicity, a master budget is classified into following categories:-

 Revenue Budget
 Working Expenditure Budget
 Capital Expenditure Budget

The Revenue Budget consists of estimated collections under different receipts heads while
Working Expenditure Budget includes the estimated amounts to be incurred during the budgetary
period for operational needs. The capital expenditure budget is mainly developed with the consent
of Development wing and the details are given in the Annual Development Program.

Tariff Wing
Tariff Wing is further divided into international tariff and domestic tariff. International tariff means
international business with the whole world i.e. international communication with different
countries. However, there is no direct connectivity with all the countries. There are only 40
countries with which PTCL is directly connected through satellite while the remaining
international connection of traffic to other countries through different carriers. There are 52
carriers for this purpose. There are 220 destinations in the whole world to which there is
international communication but the active relationship of PTCL with 52 carriers. The tariff
department decides about TAR & routing plan for international traffic. It also issues Transit
Charges Agreement for those countries to which there in no direct connectivity.

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Bills Processing Stages:
 Bills receiving
 Scrutiny
 Parking in SAP
 Posting of vouchers
 Payment process in SAP
 Printing of Cheques
 Signing of Cheques
 Dispatch of Cheques

Bills Receiving Process

 Entry of bill in an incoming invoice register

 Assigning of serial number to the original duplicate and triplicate copies of each bill
 Entry of serial number and date with initials of receiving person on all copies
 Checking of availability of relevant documents with the bill
 Return of duplicate copy and one person submitting the bill
 Filling of both copies cost center wise

Scrutiny of Bills

 Checking of availability of relevant documents

 Checking rates of goods /services acquired
 Checking of availability of approval from concerned authority
 Signing of person scrutinized the bill if found correct in all
 Attachment of objection letter in case there is any objection
 Checking and signing of vouchers by the AM finance scrutiny
 Checking and signing of voucher by the manager finance
 Demanding funds from AM finance budget if not available in the respective cost center
 Sending the files for posting to SM finance 2

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Parking in SAP

 Login to the parking user ID in SAP

 Use of t-code FV60 for parking of payment voucher
 Use of t-code FV50 for parking of journal voucher
 Printing of parked SAP voucher
 Attachment of voucher with the original bill
 Forwarding of file for scrutiny again

Posting of Vouchers

 SM finance logins to SAP with posting user ID

 Posting of voucher through t-code FBV0 in SAP
 Signing and stamping over the voucher
 Forwarding of vouchers file to manager finance for payment process

Payment Process in SAP

 Payment process in SAP through login ID of payment user

 Calculation of income tax /retention money
 T-code of f-53 used for creating payment document
 The document number entered on voucher for cheque printing reference
 Voucher is forwarding for cheque

Printing of Cheques

 Blank chequeue inserted serially in printing for printing

 Printing done through login in ID of payment user
 The t-code used for cheque printing is FBZ5
 Stamping of cheque signing authorities done after printing
 Cheque number entered over the voucher

Signing of Cheques

 Checking of particulars of cheque with the voucher

 Signing of cheques counter slip

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  Cheque along with the voucher send to SM finance for signing as a first signatory
 Signing of cheque of cheaque form second signatory
 Separation of cheque from voucher for dispatch

Dispatch of Cheques

 Printing of envelope for cheque dispatch

 Handing over of the cheque envelope to the representative of TCS within 7 days of the
receipt of the bill
 Updating of IIR by entering cheque number against each bill
 Voucher stamped as PAID
 Voucher send for binding

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 PART 7

My PTCL Experience

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My Work in PTCL
I have done many activities successfully within the organization under the kind supervision and
monitoring of Sir Rizwan (Assistant Manager).

First Week
In the first week of internship they introduce about the different departments of PTCL. The main
purpose of PTCL is to provide best services to their customers. All departments are responsible
for the success of organization but the main important is HR department.in PTCL maintain their
position in many years ago and still growing.

In this week I learn about the main functions of the different departments and their importance.
Week one is basically the introductory week. This week involves introduction to staff, software,
machines, franchises, and different type of departments.1st day of internship is very boring and
confusing day because understanding of different departments.

In the first week they told me about the main functions of many departments in PTCL but in my
internship I visit only three departments e.g., HR department, Finance department and Marketing
department. HR department manage all the functions of organization in proper way like hiring &
firing, pension and benevolent funds etc.

In the finance department I learn many thing which I have never experienced before. I learnt how
they manage their financial like salary of employees, customer bills, utilities etc.

Marketing department of PTCL provides best way to capture the customers and to gain the high
profit.

In this week I collect all the relevant material about different departments which help me a lot in
my internship.

Second Week
This week is quite interesting for me as compared to the 1st week. In this week I learnt many things
like procedure of pension to retired employees and payment of benevolent fund.

Sir Khalid is manager of pension department and he guide me in filling the forms and documents
which are required for family pension. He also explain to me the whole procedure for receiving
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pension and the other important documents used in this procedure. More-over, he also told about
many other factors and situations on which PTCL provide financial support to their employees like
old-age benefit (OAB) etc.

Third Week
Third week of my internship at PTCL was very easy and enjoyable. I worked under the guidance
of Sir Aziz which is manager of customer care service department. He assigned me duty to
telephone the families of PTCL’s employees which was deceased for collection of benevolent
fund.

I learnt so much while dealing with different people because some people was very kind and well-
mannered but some of them were very rude and harsh So I experienced both type of customers and
I learn how to tackle them in proper way.

This week was a hectic week because dealing with different type of people was not an easy task. I
deal with almost 50-60 families of old employees in the third week of internship. Major problem
that I faced during this was many of the families had no idea about the procedure of benevolent
fund. So I have to explain the whole procedure to their families for collection of benevolent fund
which is quite difficult. In this, Sir Aziz also guide me how to communicate with different type of
people in courteous manner.

Forth Week
Forth week is little bit technical for me because in the fourth week of my internship, I worked on
SAP under the guidance of Sir Jameel. He guided me how to generate trips, TA&DA (Travelling
allowance and Dearness allowance) of the employees. He also guided me how to check the
employee ID’s on excel sheet.

In this week, I learnt so much about SAP, travelling allowance, dearness allowance and work on
excel sheet. He explained the whole process of TA&DA so that it help me a lot in working on the
SAP.

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Fifth Week
In the fifth week of my internship at PTCL, I was assigned a duty of telephone the current
employees of PTCL for the vaccination of covid. Sir Rizwan (Assistant Manager) gave me list of
employees who did not get vaccinated so I informed them that without vaccination, company
would not give you any compensation in case of any problem.

This week is also little bit tough because there were so many employees who did not respond
positive and many of them were rude so it was difficult for me to manage them all.

More that, in the week, I did some quiz on STEP UP App in which there was some general
questions about connection, wire, current etc.

Sixth Week
This week was the last week of internship at PTCL. In this week, I spend my time with all
departments in PTCL. During this time, my main focus was to understand their basic functions
and work in different departments. I learnt that how their finance department work and manage all
the financial procedures at large scale. The finance manager also guided me how they make
financial statements of PTCL.

More that, their marketing department is more establish than other departments, the no. of
employees in this department were much more than other departments of PTCL. The work
environment of this department was also better than finance department.

So in this week of my internship, I visited and gather the brief data about other departments of
PTCL.

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 Part 8

Feedback & Recommendations

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Recommendations
 Sincere and hardworking employees should be recruited.
 PTCL should established more training centers, if the resources are not up to mark than
other training centers of any organization should be hired for this purpose.
 Previous records of files and all the data should be converted to computerized system from
manual system.
 The most important thing that should be focused while training the employees is Ethical
Values.
 There should be effective Human Resource department in order to get right people on right
job.
 PTCL should make Customer Care Centers in remote areas.
 Promotion should be made on the basis of performance rather than seniority.
 PTCL should improve their relationship to their middle and lower level employees.
 Discrimination between old staff who is permanent and the new hiring staff should me
minimize.
 There should be screening of employees because number of employees working is more
than required.
 Employees should be equipped with up-to-date IT skills.
 PTCL basically have large number of employees worked in the organization, so there must
be a system to check the performance of each employee.
 Every employee must know their duties and responsibilities, and worked for the benefit of
the organization.
 There must be Quick response to customer’s queries. The marketing department must take
less time to solve customer’s queries. They must improve poor customer service.
 Finance and Marketing officers and engineers should be send to international seminars/
workshops to get knowledge of new techniques and procedures.
 PTCL should have to bring innovation in their products and services.
 Strong emphasis on marketing to compete with competitors. More emphasis
on promotion to compete with competitor.

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  PTCL should revise their policies and encourage their employees to give suggestions and
feedback.

Conclusion
After the completion of my internship with PTCL for about 6 weeks, I hereby concluded that the
internship in PTCL was a good experience. During this period, I have gained a lot of knowledge
and practical experience. I have practically realized the importance of individual /practical work.
The most important thing which I realized is, like any other basic sphere of modern socio-Industrial
activities, Telecommunication is a main and important field for the development of any country.
The staff of organization is highly qualified and their behavior is friendly also the working
environment of organization is very good. Management of branch cares a lot of its employees and
considers them as the Asset of PTCL. Behavior of senior executive of bank is very polite and they
are caring about the individual’s career and their growth.

So far my learning is concerned; all the employees at branch were quite cooperative. They helped
me to understand the activities of an organization to possible extent. Their good attitude gave me
more confidence to learn more and to ask if I have any query in my mind. Besides there ever going
activities they never get irritate by my questioning.

I feel pleasure that I have really gained a lot during 6 weeks & enjoyed working with experienced,
cooperative & intelligent employees of PTCL.

So I recommend all students who do their internship in future, should do the training program with
PTCL.

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