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"In the name of ALLAH, most Gracious, most Compassionate".
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MBA INTERNSHIP REPORT
Pakistan Telecommunication Company Limited, Specialization: Human Resource Management
Presented to:
The Chairman, Department of Business Administration
Submitted by: Name: Muhammad Asim Rashid Roll #: Q-579523 Registration #: 05-PVI-0070 Mailing Address: Chak No 435/EB Burewala Distt. Vehari. Contact #: +92-314-600-2121 Date: Sep. 17, 2008
(Department of Business Administration) ALAMA IQBAL OPEN UNIVERSITY - ISLAMABAD
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ACKNOWLEDGEMENTS In the name of Almighty Allah who is most merciful, and who give me strength to write
this internship report in a different way.
I extend my heartiest thanks to my seniors, colleagues, and subordinates who assist me on
every occasion to enable me to write this report.
My parents, classmates, friends come next in the list of those whom I have to thank.
I pay special homage to the following persons.
Mr. Muhammad Nawaz Joiya Senior Engineer Operations PTCL.
Mr. Bashir Ahmed Malghani (Manager HR MTR) PTCL.
Mr. Irshad Ahmed Engineer Operations Vehari PTCL.
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Table of Contents Title Internship completion certificate (from the PTCL) Acknowledgments Executive summary 1. Objectives of studying the organization 2
2. Introduction to the organization 3-28
3. Overview of the organization 29-30
3.1. Organizational structure
4. Organizational structure of the HRM department 31-32
5. Human Resource Management Process in the Organization: 33-35
5.1. Human Resource planning & forecasting:
5.1.1. HRP process
5.1.2. Forecasting HR requirements
5.1.3. Methods to forecast HR needs
5.2. Employee recruitment & selection: 36-38
5.2.1. Sources of candidates:
5.2.1.1. Internal sources
5.2.1.2. External sources
5.2.1.3. Employee selection process
5.3. Training & development: 39-40
5.3.1. Training need assessment
5.3.2. Employee development
5.4. Performance management: 41-42
5.4.1. Performance standards & expectations
5.4.2. How performance reports are written
5.5. Employee compensation & benefits: 43-44
5.5.1. Types of compensation & benefits
5.6. Organizational career management: 45-46
5.6.1. Employee job changes
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5.7. Job changes within the organization: 47-52
5.7.1. Promotion
5.7.2. Transfer
5.7.3. Demotion
5.7.4. Separations:
5.7.4.1. Layoff
5.7.4.2. Termination
5.7.4.3. Resignation
5.7.4.4. Retirement
6. Labor management relations 53
7. Critical analysis 54-56
8. Weaknesses of the organization 57-58
9. Recommendations 59
10. Conclusions 60
11. References & sources used 61
12. Appendices a-g
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EXECUTIVE SUMMARY TITLE: AN INTERNSHIP REPORT ON
PAKISTAN TELECOMMUNICATION COMPANY LIMITED
AUTHORIZATION This report is a necessary part of MBA degree program. REOCMMENDATION: Department of management sciences of the university
advised every student to submit. It was done after the completion of all subjects. The main purpose of this report is, review of the human resources techniques & systems adopted by the organization. Find out their weaknesses and give suggestions for improvements. I strongly recommend that company should improve their contact with middle & lower level employees’ especially supervisory level and establish internal performance appraisal system to avoid the future complications & to evaluate the employee performance & encourage them.
PROCESS OF REVIEW Data from June, 2005-2007 were taken for analysis. METHODOLOGY: Human Resource Management practices followed by the
company seen practically whether the company adopted them according to the international labor law standards or not. I had been working in this organization since five years. Therefore, I was in a better position to review the system in an efficient way.
PROBLEMS: A central problem in the HRM systems of the company is
lack of contact & feedback from & to employees there is a lack of co-ordination between different departments of the organization as well as into a specific branch. Another problem is lack of trained staff & political pressure for
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transfers/postings etc on middle management. Like wise lake of automation and state-of-the-art latest IT technology for correspondence between the contents of the company causing the delay in work and negatively affecting the over all performance of the company.
I point out those weak areas, and hope that company if, adopted my suggestion and recommendation can overcome the problems. This will also benefit for the other systems of the company.
TIME FRAME: Finally, if the recommendations are accepted, the program could be, put into effect within six months.
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED
(PTCL)
Established on January 1, 1996
Head Office: - Pakistan Telecommunication Company Limited G-8/4, Islamabad
OBJECTIVES OF STUDY REPORT:
1- The main purpose of this report is, review of the human resources techniques & systems adopted by the organization.
2- To find out their weaknesses and give suggestions for improvements. 3- Current developments in the organization regarding the HR processes. 4- To review performance appraisal system of the company. 5- To forecast the future complications. 6- To evaluate the process of employee performance & encourage them. 7- Emergent issues in action at the organization. 8- To introduce new trends of the HRM systems in the organization.
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INTRODUCTION
even years into a new century, the telecom sector of world finds itself at
crossroads after changing itself almost beyond recognition over the last 25
years. Privatization and competition are the order of the day, with a majority of
countries having adopted these policies to advance their telecom sector. The results
have been impressive; the industry has grown at unprecedented pace. Although there
has been a phenomenal growth in Pakistan, especially in the cellular mobile
communication and in the internet, yet the late density remains almost stagnant.
So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant of
Pakistan telecommunication industry and enjoying the monopoly. This part of the
report contains a brief introduction of PTCL. This introduction is divided into two parts,
history and current situation.
BRIEF HISTORY
Over the years, technology has changed the concept of communication and what was
thought to be a fictional only a decade ago, has actually made its way through to our
hands today. This is the future we dreamt of so fondly. Welcome to the modern age, of
telecommunication, which have become complementary to our lives. But there must
also be an anchor to introduce, allow, improve and channelize all these services and
innovations sweeping through the globe. In Pakistan same anchor is Pakistan
Telecommunication Company Limited from the humble beginnings of posts &
Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph
Department in 1962, to this very day, PTCL is a story of commitment and vision.
Pakistan Telecommunication Corporation (PTC) set sails for its voyage of glory In
December 1990, taking over operations and functions from Pakistan Telephone and
Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This
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coincided with the Government’s competitive Policy, encouraging Private Sector
participation and resulting in award of licenses for Cellular, card-operated Payphones,
paging and, lately, data communication Services.
Pursuing a progressive policy, the Government in 1991, announced its Plans to privatize
PTC, and in 1994 issued six million vouchers exchangeable into 600 million shares of
the would-be PTCL in two separate placements. Each had a par value of Rs.10 per
share. These vouchers were converted into PTCL Shares in mid 1996.In 1995, Pakistan
Telecommunication (Reorganization) Ordinance Formed the basis for PTCL monopoly
over basic telephony in the country. It also paved the way for the establishment of an
independent regulatory regime. The Provisions of the Ordinance were lent permanence
in October 1996 through Pakistan Telecommunication (Reorganization) Act. The same
year, Pakistan Telecommunication Company Limited was formed and listed on all stock
Exchanges in Pakistan. Since then, PTCL has been working vigorously to meet the dual
Challenge of telecom development and socio-economic uplift of the country. This is
characterized by a clearer appreciation of ongoing telecom scenario where in
convergence of technologies continuously changes the shape of the Sector. A measure
of this understanding is progressive measures such as Establishment of the company’s
mobile and Internet subsidiaries (U-fone & Pak Net) in 1998.
As telecommunication monopolies head towards and imminent end, services and
infrastructure providers are set to face even bigger challenges. Pakistan also entered
post-monopoly era with deregulation of the sector in January 2003. On the Government
level, a comprehensive liberalization policy for Telecom sector has already been
announced now. Now PTA have issued License to two new telecom companies in
Pakistan TELENOR international and WARID TEL this act will put some challenges
for PTCL to cope with.
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PTCL is in process of enhancing organizational and business proficiency through
vertical integration and horizontal diversification. At the same time, cross-national
ownerships, operations and partnerships are being evaluated with a view to developing
and diversifying the business.
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These are few historical developments of PTCL through the years.
Historical Background
1947 Posts & Telegraph Dept. established
1962 Pakistan Telegraph & Telephone Deptt.
1990-91
Pakistan Telecom Corporation ALIS: 850,000 Waiting list: 900,000 Expansion Program of 900,000 lines initiated (500,000 lines by Private Sector Participation 400,000 lines PTC/GOP own resources).
1995 About 5 % of PTC assets transferred to PTA, FAB & NTC.
1996 PTCL Formed listed on all Stock Exchanges of Pakistan
1998 Mobile & Internet subsidiaries established
2000 Telecom Policy Finalized
2003 Telecom Deregulation Policy Announced
2005 26 % Shares purchased by Etisalat UAE through open bidding
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A BIRD’S EYE ON ORGANIZATION
After having brief introduction from past end of PTCL now we move towards the
current situation of the company .In this part focus will be on the:
Technical & operational Net work. Services provided by PTCL.
Competitors and subsidiaries.
MAIN OFFICES
The Head Office of Pakistan Telecommunication Company Limited is situated in
Sector G-8/4, Islamabad, which is headed by the “PRESIDENT”. Besides, it has
Regional Headquarters like:
Islamabad Telecom Region, Rawalpindi Telecom Region,
Hazara Telecom Region Abottabad,
Northern Telecom Region-I Peshawar,
Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region,
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Faisalabad Telecom Region
Southern Telecom Region-I Hyderabad
Southern Telecom Region-II Karachi
Southern Telecom Region-V Sukkur
Western Telecom Region Quetta.
Switching network Central region Lahore.
These Regions provide Telecommunications services to the customers in their
respective areas. Apart from these, PTCL has an Optical Fibre Construction Region
Lahore and Optical Fiber System Region Islamabad, each headed by a General
Manager to install, operate and look after optic fibre systems/cables.
Technical & Operational Net Work
Pakistan telecommunication Corporation under the Act 1996, Pakistan
Telecommunication Authority (PTA) issued a license to Pakistan Telecommunication
Company Limited for the provision of telecom services within Pakistan to private
sector and the general public as the Federal Government may determine and during
the exclusivity period of the Pakistan Telecommunication Company Limited (PTCL)
specified in above-mentioned Act. PTCL has 25 years license to provide telecom
services in Pakistan with Stake in the Company about 62% equity. PTCL has largest
network and huge infrastructure for it’s more than 4,405,161users as on (Mar, 2008).
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Switching Technology
There are 7 different kinds of switching technologies currently operational in PTCL
network.
Alcatel Siemens
NEC
Erricsson
Huawi
J.S telecom
ZTE
With these different switching technologies PTCL is running its huge network and
providing different communication facilities to its customers.
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Current PTCL Network
Mar, 2008
Installed capacity 5273091 Working connections 4,405,161
Total exchanges 2962
Telephone density per 100 population 2.9
Countries on ISD/(ISD STATION) 242
Customer service centers 154
Card pay phone 387,490
NWD stations 2092
UIA stations 1898 Total length of main optical fiber link 4591km
Optical fiber short haul links 127.2km
Optical fiber spur links 3241km
These are few basic facts about PTCL network. So taking over from posts & Telegraph
Department in 1947 to now providing sate of art technology it is really big achievement.
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TECHNICAL AND OPERATIONAL MILE STONES
PTCL is continuously improving its network. During the year 2007 PTCL installed
capacity was 4940154 but now in current year the installed capacity is improved. PTCL
achieved 100% digitalization in this year.
Computerized Fault Management System
This feature of PTCL improved network & is being used to register & rectify Land Line
Faults in a computerized way. This system was working in few cities but now it is
available all over the Pakistan. (18)
Launch Of IN Platform
To augment the capacity and introduce additional value added services a new Intelligent
Network (IN) Platform was launched in October 2003.This platform has higher capacity
for prepaid calling cards and provision for introduction of new services.
Optical Fiber Junction Access Network To further support the launch of new services the optical fiber junction access network
has been in implementation phase. This system further supports the upcoming project of
PTCL WLL (wire less local loop), Broad Band Services & IPTV.
This was the brief introduction of PTCL network now we move further and develop our
understanding about PTCL services and offerings.
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SERVICES OF PTCL
Pakistan Telecommunication Company Limited not only Provides Conventional
telephone facilities, it also offers optical fiber services to the private sector. We will
briefly discuss below the product lines being offered by the PTCL. Basically PTCL
divide their services into two parts.
1. services for consumers
2. services for corporate customers
Services for Consumers
These services are basically for the common users (Individual/home users) those use
telephone in their home/work place and they are basically non business users.
a) New Telephone Connections:
As mentioned earlier, PTCL is presently the only telecom company, who provides
fixed-line telephony in the country. So whenever, any Private business concern or any
individual needs a new telephone connection He must have to submit request to PTCL
for provision of telephone service.
b) Value Added Services:
CLI (Caller’s Line Identification)
Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to
identify the caller before picking up the phone receiver. To subscribe to CLI services, a
customer needs a telephone set with display capability or a CLI device attached to the
phone.
Advantages:
Check on obnoxious calls. Complete record of incoming / outgoing calls with time & date. User Friendly
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PREPAID CALLING CARD:
PTCL calling card is the most popular choice of millions of customers all over the
country. It is now available with balance transfer facility and follow on call facility.
Comes in easily affordable denominations of Rs. 100, 250, 500, 1000 and 2000.
Easily available throughout the country
Easy to use from any PTCL digital phone (Dial 1010)
Fast and easy, nationwide and international access
No line rent and no Phone bills
24 hours customer services through toll free number (0800-80800)
How to use it:
Scratch off the security coating on the indicated strip to get your card
Pin Number.
Dial PTCL’s toll free number 1010 from any digital phone.
Dial 1 for Urdu & 2 for English Instructions, Enter your card Number
& Press #.
For International Call Dial 00+CountryCode+CityCode+PhoneNumber+#.
E-BILL PAYMENT
Billing system is a part of customer services so providing connivance to its valuable
customers PTCL launched a new billing service which is available through “ PTCL
Calling Card” This is another service from PTCL. This service is basically providing
billing solutions for the users.
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How to use it:
The basic concept of the service is to provide billing solution to PTCL customer. The
same PTCL Calling cards are used for this purpose.
Through these cards customer can pay his bill on phone. No additional charges for bill
payment transaction.
Advantages
Customer can save his time by paying his bill on phone Customer can pay his bill when ever he wants
DIGITAL FACILITIES:
PTCL offers a variety of features to digital exchange customers like:-
Hotline Abbreviated Dialing. Call Waiting Don’t Disturb Call Transfer on (a) Busy (b) No Reply (c) Immediate Wake up call Absent Subscriber Code Barring
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Prepayment Telephony Services (PPT)
With the changing trends most telecom companies are diversifying their services
towards Prepaid solutions .one of such modern era telecommunication service is
Prepayment Tele Phone (PPT).It provides the facility to subscriber to load a
prepayment Telephony card against their telephone number thereby generating an
account on I/N platform and any call made from that telephone will be charged to this
account. the service will provide state of art technological facilities to the subscribers.
Target market
Target market for the service can be segmented as follow:
Budget conscious subscriber
Subscriber avoiding bill-depositing hassles
People requiring casual connections(on short term bases)
Subscriber not meeting documentation requirement
Students living in hostels
Defaulters
Features:
Account number recharging
Outgoing call pin setting
Cancel out going call pin
Balance query
Follow on call
Low balance prompt
Balance shortage warning
Call duration prompt
Call cost prompt
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SERVICES FOR CORPORATE CUSTOMERS
PTCL is striving hard to facilitate its valued corporate customers at each level of
service. PTCL offers a host of unmatched services to suite the needs of the Corporate
Customers. The list of Corporate Services is given as under. For more information
regarding any of the following services, PTCL Corporate Customer Centers can be
contacted.
IN BASED VALUE ADDED SERVICES
VALUE ADDED SERVICES
0800-Toll Free PTCL Calling Cards
Domestic And International
Premium Rate Service -0900
Virtual Private Network
Universal Access Number (UAN)
Universal Internet Number (UIN)
ISDN PRI TelePlus (ISDN/BRI) Local
/Domestic/International Leased Bandwidth And Point To Point Leased Lines (DXX)
Local Leased Circuits (2 Wire/4 Wires) (DXX)
Digital Facilities Digital Subscriber Loop
(DSL) Co Location Tele mail Call Centers (new)
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Universal Access Number (UAN):
UAN (Universal Access Number) service is ideal for organizations Engaged in
marketing of products or services. Here is a list of business who can avail UAN
Service.
Banks Insurance
Newspapers Credit Card Companies
Airlines Travel
Hotels Courier Services
Shipping Lines Utility Services
Fast Food Outlets Trading Companies
Consumer Stock Brokers Products
Companies
Voice Messaging Service: (VMS) With PTCL Messaging Service, you can have all for (or Desired) calls
recorded when you are absent, busy on phone or do not want to attend
the calls for any reason. You can, later on at your convenience, retrieve
all recorded messages from any telephone anywhere in the country.
Security of message is ensured against eavesdropping through subscriber
controlled password.
PTCL VMS is designed for those who do not want to miss a call or Fax
because that can be beneficial.
Great for anyone owning a telephone or Fax, at home or business.
Much more powerful and flexible than answering machine due to
Message options available in your voice mail system.
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Features
Call answer Fax Messaging Notification Capacity 10 messages Free for user paying RS. 2000/- or more bill/month.
PTCL Messaging Plus:
PTCL MESSAGINH PLUS is designed for small and medium business
enterprises having problems with managing telephone message.
PTCL MESSAGING PLUS will definitely handle these problems for you.
Advanced messaging features save time, make you truly mobile and increase
productivity.
Essential for time-conscious executives, frequent travelers and Professional
groups.
Features:
Call answer
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Co- Location Centers
Pakistan Telecommunication Company has taken land mark decision to establish co
location centers throughout the country.
Service concept
This service is basically for telecom data and I.T companies. These companies will
install their equipment directly in PTCL premises in ready fitted environment. The
primary purpose is to provide a number of resilient and centralized connection and
control facilities in which co-location center’s communication can be located.
Benefits
Easy access to local & international connectivity
Quick deployment of services
Minimum capital investment and cost saving
Higher reliability and quality of service
Full connectivity under one roof
Just plug in and start business
Target market
IT companies Telecom data companies
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Universal Internet Number (UIN) 131 UIN 131 numbering scheme for internet services providers, represent exclusive
code to each ISP.
Service concept The concept of the service just like toll free 0800 but charges a local call for each
connectivity attempt, UIN involves allocation of numbers to individual ISP’s who
are licensed by PTA.
Functionality The service functions under single – meeting billing system, with promise of rich
dividends in terms of customer care.
Benefits
The benefit goes to the end users who happen to be any ISP customers. Once subscribed, the service means timeless communication for your
customers, allowing them to pay for a single call irrespective of its duration.
Target market
ISP’s
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Virtual Private Network (VPN) Communication is the secret of success in today’s highly competitive market. When
it comes to enabling your enterprise, your communication got to be instant, fast and
hassle free. The answer to this corporate need is virtual private net work.
Service concept It is an innovative and intelligent private network to integrate business/enterprises
having sub-offices with in a city or nation wide. Without necessity installation of
dedicated resources, VPN enables organization to create a private network.
Digital Cross Connect (DXX) Telecommunication networks are the most important infrastructure elements of any
business today. As the businesses increasingly depend on it, quality of networks is
gaining strategic importance.
Service concept PTCL offers flexible and reliable data services solutions through a high quality
platform of digital leased line network.PTCL digital cross connect (DXX) network
provides the most dependable media for WAN connectivity with more than 200
nodes country wide.
Features
End to end digital connectivity on digital cross connect network Country wide as well as global coverage
Flexible bandwidth to suit the requirement
Better quality of services
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Target market
Corporate customer
Software exporters
Data network operators
Airlines/travel agencies
ISP’s
Financial institutes
Courier services
ISDN BRI/PRI It is a near broadband experience suitable for household and small/medium sized
organizations.
Features
Faster and clear voice Fax and data communication on a single phone
PRI provides thirty 64 kbps user channel plus two 16 kbps signaling channel
BRI provides two 64 kbps user channel plus one 16 kbps signaling channel
Cost effective
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SUBSIDIARIES AND COMPETITORS As already mentioned, presently PTCL has to face war with major competitors in
mobile phone & WLL telephony operators, however, there are also competitors of its
following subsidiaries/products: -
SUBSIDIRAY/PRODUCT COMPETITOR Multimedia & Broad Band (ISP Product) There is about 100 competitors of product
throughout the country to provide Internet
service to the customers. However, some
of the major competitor ISP’s of product
are Cyber net, World online, Apollo,
World Call, and Comsats WOL etc.
U-fone (Cellular service provider) There are five competitors of Ufone in
cellular phone industry i.e. Mobilink,
Instaphone and C.M Pak, Telenor,
Waridtel.
PTCL Calling Cards (Product) Hello Cards, Call Point Cards, Call Mate
Cards, Global Telecom Cards.
Wireless Local Loop (V-Fone) Go CDMA, Wateen Telecom & World
Call are the Fixed Wireless Telephone
competitors of V-PTCL.
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BRIEF INTRODUCTION OF SUBSIDIARIES
UFONE Launched on January 29, 2001, Ufone is growing cellular operator in Pakistan. Ufone
services are offered to you by Pak Telecom mobile Ltd., which is a 100% owned
independent subsidiary of Pakistan Telecommunications Corporation Ltd.
U-fone has been a highly successful venture both in terms of subscriber uptake and
coverage. With fastest expanding coverage, unmatched product leadership, and
consistent focus on customers, Ufone has emerged to be the most prominent player &
has 2nd largest customer base in the market in the short span of its operations.
Current Situation of Ufone
Ufone has started Sales in all the major cities of Pakistan which include Karachi,
Lahore, Islamabad, Peshawar, Rawalpindi, Kohat, Jehlum, Quetta, Sialkot, Faisalabad,
Multan, Sukkur, Gujrat, & Gujranwala including 1500 other small towns across the
country. New Connections are available at all ufone centers and authorized dealers for
just Rs. 50/ which includes Rs. 150/ of airtime. U-fone is in process of starting the sales
of connections in a large number of other destinations across Pakistan. This expansion
will also result in increase of Ufone coverage in many additional cities and highways.
Total User Base of U-fone
U-fone is currently enjoying 20.53% user of Pakistan mobile industry. It means U-fone
has 17,800,424 subscribers.
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Main Features
Both postpaid and prepaid Ufone subscribers can enjoy any/ all Ufone services
including MMS, Ufone Internet, Global SMS, and Pocket Stocks etc. In order to use
any of the GPRS based services just call 333 and activate your GPRS subscription.
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Multi Media & Broad Band (Phone n Net) Formerly Paknet Limited a fully owned Subsidiary of Pakistan Telecommunication
Company Limited (PTCL) is now merged in PTCL as Multimedia & Broad Band
Region. It was formed in March 1999 and started commercial operation in January
2000. It is now the biggest Internet Service Provider of the Country. Besides Internet
this region also provides data communication services like Clear Channel data links,
Frame Relay and Digital Circuits on Optical fiber cross connect systems etc.
PTCL was running its Internet Division through its region by the name of Public Data
Network (PDN). On December 1999 the PDN region was dissolved and all the assets
and Liabilities were transferred to Paknet Limited. Paknet made a fresh start with an
Internet customer base of 6000 as of January 2000 and successfully achieved the target
of its first year business plan of 50,000 Internet customers. Now it became Multi Media
& Broad Band Region which currently has a customer base of more than 130,218 (Mar
31, 2008).
The Company commenced its business in January 2000 with a balance sheet size of
over US $ 7.0 million. Currently it has a revenue base of approximately US $ 5.0
million per annum and is most likely to double in the next fiscal year keeping in view
the market demand of Data products and expansion plans of the PTCL. In near future
PTCL is introducing a new IPTV service for its valued customers.
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COMPETITORS OF PTCL There is no meager competitor of PTCL in landline but with the growth of
telecommunication industry of Pakistan competition increasing specially in mobile
phone sector. In total there are more then 800 million subscribers of mobile phone.
There are 03 big players in mobile phone industry but 3 of them are the competitor of PTCL:- Mobilink
Telenor
Warid Tel
Other players in Land Line industry: Operator NTC Brain
Limited World Call
Union Communication Naya Tel
Customers 103,059 7,376 11,347 3,500 13,500
Mobilink
Mobilink is a largest mobile phone company of Pakistan. Mobilink is currently having
more then 31,958,597 users base which is the 36% of total cellular industry of Pakistan.
Mobilink is basically competing Ufone which is subsidiaries of PTCL.
Telenor Telenor is another cell phone company it have 17,841,074 subscribers which is 20 % of
total mobile industry.
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Warid Tel Waridtel is also providing cell phone facilities in Pakistan. Waridtel having more then
15,114,678 subscribers which is 17% of Pakistan mobile industry.
NEW COMPETITORS Other than mobile & land line PTCL is facing competition in F.W.T (Fixed Wireless
Telephone) product market. Below are the major competitors.
Telecard 501,680 World Call 468,335
This has added competition for PTCL (1,245,639) in WLL (Wireless local Loop) field.
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OVERVIEW OF ORGANIZATIONAL STRUCTURE
An Organizational Structure clarify the roles of personnel of an Organization and to
determine who has to do what task, which is responsible for what, objectives to be
achieved, who is to report to whom and to remove the obstacles for performance caused
by confusion and uncertainty of job assignment as well as to make easy decision-
making and communication networks reflecting and supporting organization objectives.
The head of Pakistan Telecommunication Company Limited is called “President”. Then
come to the SEVP’s (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP
(Operations), SEVP (Technical), and SEVP (Human Resource Management), SEVP
(Marketing & Business Development). Then there is a chain of Executive Vice
Presidents (EVP’s) like EVP (Finance Central), EVP (Marketing), EVP (HR Central),
EVP (Accounts), EVP (Operation), EVP (Information Technology, Training &
Research), and EVP (Revenue). All these are appointed at Pakistan Telecommunication
Company, Headquarters at G-8/4, Islamabad. Apart from these EVP, there are also EVP
(Operation), EVP (HR) etc who are heading the other regions of PTCL in major cities
country wide. Then there are Chief Engineers and General Managers at H/Qs who
report to their relevant EVP. Then there are Senior Managers, Deputy Directors,
Assistant Directors, Account Officers, Assistant Account Officers, Financial Analysts,
Marketing Managers, Computer Programmers, and IT Specialists etc.
There are also Regional Heads (General Managers) to head PTCL Regions then come
the Senior Managers (Operations), Senior Engineers (Operations), Engineers to look
after the telecom system of Regions. There are also Senior Managers Finance, Account
Officers and Accountants to Handle Regional account and billing matters. Manager HR
& his staff are responsible to take care of Personnel affairs at Regional Level.
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In non-gazetted staff there are Engineering Supervisors Operations /Switching /Power
plant /Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants,
Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower Division
Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and Peons etc.
All the staff is recruited by the HR Department headed by SEVP HR. The HR experts
are responsible for hiring & to further streamline its recruitment process.
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ORGANIZATIONAL STRUCTURE OF HRM
DEPARTMENT H.R. Management activities are carried on both by the staff H.R. Dept and by operating
management in the course of directing the activities of the work force. Variation from
the pattern described may occur in particular companies because of special
circumstances.
This function includes recruitment, selection, and induction into the organization. The
initial decision to add someone to the payroll is made by line management. It is also its
responsibility to determine the content of the job to be performed and the employee
qualifications necessary to perform the job satisfactorily. Very commonly, statements of
job content and employee qualification have been previously worked out jointly
between line management and the H.R. Dept. These are recorded in the form of job
descriptions and job specifications. The H.R. Dept. must develop and maintain adequate
sources of labor. It must set up and operate the employee selection system, which may
include interviews, selection tests, a medical examination, and reference checks. Quite
commonly the role of the H.R. Dept is one of screening with the final decision to hire or
reject being made by the supervisor who requested the new employee. However, in the
case of large-scale hiring program of unskilled or skilled workers, the H.R. Dept is
commonly granted full and final authority to make the hiring decision. The new
employee’s supervisor bears important responsibilities for introducing him/her to the
new work environment. This is often called orientation.
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H.R MANAGEMENT HIERARCHY AT PTCL
* The staff tree for other GM’s HR (South, North) is also same as per GM HR Central.
GM LABOR RELATIONS
GM TRAINING
GM HR SOUTH KCH
S.M TRAINING HRP
S.E TRAINING R.T.T.S LHR
S.E TRAINING RTTS MULTAN
S.E TRAINING RTTS KARACHI
S.E TRAINING RTTS ISLAMABAD
President of PTCL
SEVP HR
GM HR H.Q GM HR NORTH RWP
* GM HR CENTERAL
REGIONAL MANAGERS HR
S.M TRAINING LHR
OFFICE STAFF TO R.M HR
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HUMAN RESOURCE MANAGEMENT PRROCESS IN
PTCL This function includes recruitment, selection, induction, training & development,
performance management, employee compensation & benefits, also job changes within
the organization.
Human Resource Planning & Forecasting
The initial decision to add someone to the payroll is made by line management. The
following steps are included in this process.
5.1.1. Human Resource Process.
5.1.2. Forecasting HR requirements.
5.1.3. Methods to forecast HR requirements.
Human Resource Process
Another new function that has emerged in recent years in human resource planning
(also called manpower planning). Sometimes a specific person or office has this as its
primary responsibility; more commonly the responsibilities are shared by several people
within the corporate personnel unit. Human resource planning is the process by which is
a firm insures that it has the right number of qualified persons available at the proper
times, programming jobs that are useful to the organization, and which provide
satisfaction for the individuals involved. The principal elements involved in human
resources planning are as follows:
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1) Goals and plans of organization.
2) Current human resource situation including skills inventory.
3) Human resource forecast including comparison of projected future demand for
employees with projected supply.
4) Designing programs to implement the plans.
5) Audit and adjustment.
Forecasting HR Requirements Here forecasting means assessing the need for new staff strength to keep the existing
system functioning properly & to support the expending system HR requirements.
So we see there are two types of needs for staff in future which are,
Staff for keeping the system functioning.
Staff needs to provide support for future expansions.
The changes in staff strength are caused by.
Due to Retirement of staff.
Due to leaving the job.
Change in technology.
Methods to Forecast HR Requirements
A few years ago PTCL needed operator staff to meet the increasing needs to establish
calls nation wide & internationally which generated huge requirement of operator staff,
now due to technology revolution the call processing is made easy & fast by the means
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of stored program control switching systems which are micro processor & computer
based. The large number of operator staff became surplus/not needed for the
organization due to this technological revolution. Now a days PTCL is facing excessive
staff problem and is in a process of decreasing its staff up to almost 40% of the current
strength. For the same purpose PTCL has offered VSS (Voluntary Separation Scheme)
to its regular employees out of which almost 29797 employees has been relived from
service & paid settlement amount. So currently PTCL is not hiring any staff.
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EMPLOYEE RECRUITMENT AND SELECTION
The H.R. Dept. must develop and maintain adequate sources of labor. It must set up and
operate the employee selection system, which may include interviews, selection tests,
medical examination, and reference checks. Quite commonly the role of the H.R. Dept
is one of screening with the final decision to hire or reject being made by the supervisor
who requested the new employee. However, in the case of large-scale hiring program of
unskilled or skilled workers, the H.R. Dept is commonly granted full and final authority
to make the hiring decision.
SOURCES OF CANDIDATES Following are the main sources of the employees. 5.2.1.1. Internal sources.
5.2.1.2. External sources.
5.2.1.3. Employee selection process.
Internal Sources
PTCL has a clear policy for filling the vacant posts through promotion of
existing junior staff to the vacant senior seats. For this purpose a joint decision is
already made by C.B.A & PTCL management that 15% of the total staff requirement
for any designation will be filled through the process of promotion. Following steps are
followed for filling the posts through internal sources.
Completion of up gradation training course for the particular vacant posts.
The promotion is made according to the seniority list of existing cadre.
Completion of promotion examination held by the PTCL.
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External Sources
As already discussed 15% vacant posts of required vacancies are filled through
promotion process of departmental (internal) employees, & the rest of 85% vacant posts
are filled through merit basis from general public candidates. The remaining vacancies
are announced through print media as well as on PTCL web site
(www.ptcl.com.pk/careers). The same vacancies are also advertised by the HR solution
consultants like (www.Rozi.com.pk, or www.brightspyre.com.pk) who helps employers
as well as employees to choose right ones for them.
Employee Selection Process The selection process function includes recruitment, selection, and induction into the
organization. The initial decision to add someone to the payroll is made by line
management. It is also its responsibility to determine the content of the job to be
performed and the employee qualifications necessary to perform the job satisfactorily.
Very commonly, statements of job content and employee qualification have been
previously worked out jointly between line management and the H.R. Dept. These are
recorded in the form of job descriptions and job specifications. The H.R. Dept. must
develop and maintain adequate sources of labor. It must set up and operate the
employee selection system, which may include interviews, selection tests, a medical
examination, and reference checks. Quite commonly the role of the H.R. Dept is one of
screening with the final decision to hire or reject being made by the supervisor who
requested the new employee. The following steps are carried out for whole recruitment
process.
Initiation for requirement of new staff force from line management to top
management.
The requirement is put in front of President/Board of directors for approval.
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After approval for addition of new staff in the organization the H.R department
advertises the vacancies in the print media, on company’s web site, & through
HR consultant firms according to job specifications.
Collection of application from candidates.
Screening/ short listing of applications with respect to job specifications.
Issuance of calls for written test to short listed candidates.
Issuance of interview calls to test qualifying candidates.
Final selection of candidates after interview.
Issuance of offer of appointment to the candidates fulfilling company
requirements.
Medical examination & verification of documents/ certificates.
Orientation & training courses are held by PTCL for the candidates who
accepted offer of appointment & submitted joining report.
Placement & posting of staff after completion of training.
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TRAINING & DEVELOPMENT
Training & development is a necessary part of the organization development. It is
important to make the employees familiar with the job processes etc in the organization.
It is also important to update the workforce about the latest trends of the industry &
equip them with latest business management, customer care, engineering, & I.T tools.
Following are the main steps in the development of training process.
5.3.1. Training need assessment.
5.3.2. Employee development.
Training Need Assessment
The most important of all the training & development process is training need
assessment. In this step the areas in which the training is required are identified as well
as the staff members who need the training are also identified. Following are the main
features of the process.
Identification of training areas.
Identification of workforce who needs training.
Organizing the contents of the training.
Duration of training.
Level & training methods selection.
Employee Development
On-the-job training and coaching are performed by the line supervisors or by a specially
designated employee who acts in the role of an instructor. It is the responsibility of the
personnel industrial relations group to determine training need in cooperation with the
line management. Once the need is established, the personnel training specialists must
design a program to accomplish the desired results. If the program takes the form
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of in service class room courses, it usually is administrated by H.R. Department.
Coaching, performance appraisal, and post appraisal counseling, job rotation,
understudies, and special broadening assignments are largely executed by operating
managers but coordinated by a central H.R. Dept.
PTCL has established its own training facilities as detailed below:
Telecom staff College Hari Pur
Telecom Staff college Lahore Cantt.
The regional level staff’s training schools are also involved for extending training
facility to all the staff members of the organization, based at regional headquarter level
such kind of Regional Telecom Training Schools are.
R.T.T.S Lahore
R.T.T.S Multan
R.T.T.S Faisalabad
R.T.T.S Karachi
R.T.T.S Islamabad etc.
The types of trainings being offered are:
o Initial training for the new staff generally 03-06 months as per designation at
T.S.C Lahore/ Hari Pur.
o Refresher courses for existing employees.
o Promotion training courses.
o Special emergent technology trainings.
o Some times PTCL also sings contracts with its suppliers/vendors for foreign
trainings.
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PERFORMANCE MAGAGEMENT
The most important process in the HR policy implementation is performance
management. The following steps are followed during performance management.
5.4.1. Performance standards & expectations
5.4.2. How performance reports are written.
Performance Standards & Expectations
The performance measurement tools are used to evaluate the employees output,
either is up to the mark or otherwise. PTCL has formed different forms to cover all
aspects of employee performance measurement.
These includes,
Knowledge of employee regarding his duties.
Job skills.
Punctuality.
Mental & physical health.
Discipline.
Special skills.
Brief previous history.
Supervisor’s own observations.
Supervisor’s recommendations regarding the observations.
Supervisor’s recommendations for further promotion of the employee.
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How Performance Reports Are Written
Performance reports are written on annual bases, in the form of A.C.R. (Annual
Confidential Report) by the immediate boss & are duly signed by the concerned
(divisional/zonal / regional) head.
For grade 1-16 Divisional head.
For grade 17 Zonal head.
For grade 18-19 Regional head.
For grade above 19 Head Quarter (SEVP/President).
The A.C.R. includes all the previous mentioned characteristics of any employee’s
performance areas. The complete A.C.R.’s are submitted to the regional manager H.R.
for record & further reference.
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EMPLOYEE COMPENSATION & BENEFITS
The work of designing and installing a job evaluation program is handled, for the part,
by the H.R. department with some consultation with line managers. The decision to
adopt a particular pay structure with pay grades and fixed minimums and maximums for
the grades is a top management responsibility.
The day-to-day work of analyzing jobs, evaluating their worth according to a formal job
evaluation plan, and maintaining suitable records are H.R. dept. functions, Periodic
wage are conducted by the H.R. dept, but any firm decision to rise or change the entire
schedule is particularly always reserved for the chief executive officer of the
organization.
Types of Compensation & Benefits
Following three types of compensation packages are being served to PTCL staff.
N.B.P.S (National Basic Pay Scales)
N.C.P.G (New Compensation Pay Grades)
N.T.C (New Terms and Conditions)
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Fringe Benefits
Included under this category are pensions, group life insurance, hospital and medical
insurance, sickness leave pay plans, supplemental unemployment compensation, loan
funds, credit unions, social programs, recreational programs and college tuition refund
plans.
The actual decision to establish or to expand these programs is nearly always made by
top line management upon the advice and consultation of the H.R. department. The
actual design of pension and insurance programs requires a great deal of technical
knowledge. These programs are generally worked out in conjunction with insurance
companies or insurance consultants. After these plans are installed, the day-to-day
processing of claims is handled by the H.R. department
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ORGANIZATIONAL CAREER MANAGEMENT
Here we shall examine current organizational practices used to manage workers at
various stages of their careers at PTCL.
These are:
Organizational Entry
Mid-career Management
Managing the Older Workers
Organizational Entry
Once a person has entered the workforce, the next stage is to enter a specific
organization, to settle down & to begin establishing a career there. For the entry to be
successful at PTCL, a process known as socialization is essential. It refers to the mutual
adaptation of the new employee and the company to one another. Learning
organizational policies, norms, traditions, & values is an important part of the process.
Getting to know one’s peers, supervisors, & subordinates, is another important part. All
of this enhances the new comer’s desire for personal control.
Most effective methods for doing this are:
Realistic Job Previews
New-Employee Orientation
Mentoring
Mid-Career Management
To a large extent, middle age is still a mystery. The following issues may arise at some
point during the ages of 35-55.
An awareness of advancing age & an awareness of death.
An awareness of bodily changes related to aging.
Knowing how many career goals have been or will be attained.
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A search for new life goals.
A marked change in family relationships.
Managing the Older Workers
“Work is life” is a phrase philosophers throughout the ages have emphasized. Today
advances in health and medicine make it possible for the average male to live for more
than 72 years and for the average female to live for more than 79 years. Expected life
span has increased by 27 years in last century. The result: an army of healthy, over-65,
unemployed adults. The elimination of mandatory retirement has made this issue even
more significant. As PTCL is currently facing an excessive staff problem most of them
are above the age of 55 years. Also the staff in the range of older workers is a headache
for the company as most of them are illiterate or nominal qualified and don’t meet the
today’s as well as future needs of the organization.
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JOB CHANGES WITHIN THE ORGANIZATION Job change is a key feature which may affect the organizations overall performance &
also may lead the management to a thinking about policy formation changes regarding
employees hiring, firing, promotions, etc. following are the key elements of job
changes.
5.7.1. Promotion
5.7.2. Transfer
5.7.3. Demotion
5.7.4. Separation
5.7.4.1 Layoff
5.7.4.2 Termination
5.7.4.3 Resignation
5.7.4.4 Retirement
Promotion
When a vacancy occurs in a position, it may be filled by promotion from within the
company. This decision is often made jointly between the H.R. Manager and the
executive in charge of the department where the vacancy has occurred. Company has
established policies to cover matters of this type. The actual final decision as to which
candidate is chosen for the promotion is largely made by the executive in whose unit the
vacancy has occurred.
Transfer
Human Resource Department of the company also deals with the transfer of the
employees because the Human Resource Department knows the demands of the job and
the right person is employed over the right place by transferring him to that post.
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Health and safety matters are also handled by the Human Resource Department in the
organization. As there are no apparent dangers to the employees and customers hence it
is the responsibility of the Human Resource Department to see through the matter.
Demotion
Generally the demotion is used for punishment in result of any rules violation against
the employees. The punishment is normally graded as below with respect to
employment rules violation nature.
1- Minor violation Warning (Written/ Verbal).
2- Medium level violation Financial punishment (stoppage of
increments/ incentives with or without
future effect.
3- Major level violation Demotion to previous grade with or
without financial punishment
(pay decrease with/without future effect).
4- Extreme level violation Dismiss from service.
Demotion is observed in case of major level violation the detailed rules & regulations of
employment along with punishments, procedures, dealing authority, appeal, etc. are
issued by the top management & approved by the board of directors also reviewed time
by time to meet the govt. laws.
The employee may also have the right to appeal against the decision, to the higher
authorities as well as in the N.I.R.C. or courts of law.
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Separations The employee may leave the job or may also be terminated from service by the
management according to the company laws. For the same purpose the company laws
should be formed in the light of govt. laws so in future company may defend their
decisions in courts of law & other forums.
Following types of separation are normally dealt in PTCL.
5.7.4.1 Layoff
5.7.4.2 Termination
5.7.4.3 Resignation
5.7.4.4 Retirement
Layoff
Layoffs typically are processed by the H.R. Dept to ensure that the proper order of
preference is followed. This can become complicated of combinations of jobs,
departmental, and plant wide seniority rights must be observed.
Termination/Discharge The H.R. department commonly assumes the responsibility for formulating the list of
necessary rules together with the range of penalties for each offense. Frequently this list
of rules and penalties is discussed and cleared with high-level line management before
it is issued and communicated throughout the organization. These rules are called terms
and conditions formerly known as Employment & Discipline (E&D) rules.
Most commonly, actual approval by the H.R. department has to be obtained before and
employee may be terminated / discharged. The reason is that termination/discharge is a
very serve penalty and should be used only when a very clear case can be shown. In
addition, it is especially vital to achieve companywide uniformity in the handling of
such cases.
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Resignation
In case employee don’t want to continue the job/service with organization, he/she is
allowed to inform in written to organization mentioning the reason for leaving the job.
This formal intimation is called resignation. Generally resignation may be submitted
mentioning notice period of 1 month as per company policy. Resignation is valid if it is
submitted as per employment rules & subject to approval of competent authority.
Retirement If the employee continued his services with organization for at least 25 years or till the
completion of sixty years of his age. Now the employee is eligible for a regular
retirement offered by the company along with after retirement benefits. Here are
following types of retirement packages offered to the regular employees.
L.P.R Leave prior to retirement after completion of 25 years of continues
service.
Retirement On completion of 60years of age regardless of years served.
V.S.S. (Golden Hand Shake) Voluntary separation scheme.
Offered in only special cases to the regular employees & may by different types of
offers with or with out pension & other benefits, in some cases a double or huge lump
sum amount is offered & the pension/ other benefits are completely finished.
PTCL recently offered VSS to its staff as per below conditions. Under this program, all
regular status employees under the age of 58 as of 15 November, 2007 are eligible to
participate in this PTCL VSS. Employees interested in opting for VSS will have 60
days from the announcement date of 15 Nov, 2007 to complete and submit the enclosed
Option/Wavier Form to the VSS Support center using the enclosed pre- addressed &
pre-paid envelop.
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The employee may choose not to opt for the VSS & remain at PTCL under the current
terms of employment. The VSS is completely voluntary. Employee decision either to
participate or not to participate is voluntary at his will.
Additionally PTCL established a VSS support center to assist employees in the decision
making process. The support center staffed with Support Officers those can help
employees understand his individual VSS package & answer any questions he may
have. The support center remained available through out the VSS program rollout,
Monday to Thursday 08:30 AM to 05:00 PM – Friday 08:30 Am to 12:30 PM (Break
12:30 PM to 02:00 PM) – Saturday 08:30 AM to 03:30 PM by calling toll free number
0800-13531. ^ E-mail: {[email protected]}
ACHIEVEMENTS THROUGH VSS PROCESS
a) Decrease in Surplus/Not needed staff by 29979 staff members of all categories.
b) Decrease in future staff pays payments by almost 40% each year.
c) Opportunities open for new highly qualified/trained staff.
d) VSS will help PTCL make corporate image better.
e) Ratio of staff with respect to the working capacity will improve up to 1570
Lines/employee.
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VSS Process & TimeLine
VSS Announced
15 Nov, 2007
Employees Acknowledge Receipt of
VSS notification
No later than 26 Nov, 2007
Employees calls VSS Support center to report Errors in
Personal information
No later than 1st Dec, 2007
Employees Submit option/Waiver Form to Accept or Decline VSS
Post Marked
No later than 14 Jan, 2008
Employees Call VSS Support center to confirm Receipt of
Option Form
After 15 days of submitting Form
PTCL Management Reviews & Accept or reject Applications
Within 30 calendar days of Receipt of Option
Form
Employees Receive Letter of Acceptance or
Rejection
Postmarked No later than 24 Feb, 2008
Employees Submit Completed off -
Boarding & or Pension paperwork
No Later than 15 days After VSS Acceptance
PTCL Management cuts Settlement Cheque
No Later than 4 April, 2008
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LABOR MANAGEMENT RELATIONS
When a union has been certified by the National Industrial Relations Commission
N.I.R.C, as the result of an election/ referendum, as the sole and exclusive bargaining
agency (C.B.A) for the employees, then management must bargain with it in regard to
wages, rate of pay, hours of work, and other conditions of employment. The principal
tasks involved in handling labor relations are contract negotiation, contract
interpretation and administration, and grievance handling.
The H.R. department plays very significant role in labor-management relations. The
S.E.V.P H.R usually serves as a key member of the bargaining team often acting a chief
management spokesman. In operating on a day-to-day basis under the terms of the labor
agreement, line supervision often finds frequently occasion to consult the H.R.
department regarding such matters like allocation of over time, handling of transfers
and layoffs, and the application of contract work rules.
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CRITICAL ANALYSIS OF THE ORGANIZATION
Now we move towards the most important part of the internship report the Critical
Analysis which is also known as SWOT Analysis. After working 2 month in the
company I find some critical issues about PTCL. After carefully analyzing these true
issues of the organization now I am able to understand the organization in right way so
at the end of my report I will go for SWOT analysis of PTCL.
STRENGTH
PTCL enjoy monopoly State of the Art International Gateway Exchanges & Satellite Earth Stations Large earnings
Good quality international connectivity
Customer Base of over 4 million
Government support These are the few basic strengths of the PTCL now we look each one in isolation.
PTCL Enjoy Monopoly PTCL is sole provider of land line services in Pakistan .so there is no competition
regarding their basic service. It means that there is a monopoly of PTCL.
• International Submarine Cables
• High Capacity National Fiber Optic Backbone Ring
• 36 Transit Exchanges with easy Facility of Expansion
• About 99% Digitization of Country Network
• Strong Platforms & Exchanges for Value added Services
• Access Network & Customer Base of over 04 millions
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State Of The Art International Gateway Exchanges & Satellite Earth Stations
PTCL have largest net work with its state of the art technology and new digital
exchanges. These are the few important characteristics of PTCL network.
• International Submarine Cables • High Capacity National Fiber Optic Backbone Ring • 36 Transit Exchanges with easy Facility of Expansion • About 99% Digitization of Country Network • Strong Platforms & Exchanges for Value added Services
Large Earnings
As described earlier that PTCL with more then 4 million users having great
revenues this is strength of the company.
Government support
As you know government is the major stack holder of PTCL shares so it has
great govt. support and it is strength for PTCL.
WEAKNESS
Image – Government organization Image – Lack of customer focus Image – Outdated people and technology (perception) Lack of aggressive marketing
Lack of customer services
Ambiguous management style
Lack of corporate culture
Social responsibility
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OPPORTUNITY
Growth in telecommunication industry More aware and technology understanding consumer – a base that is growing at
a fast rate Market open for more number of products – less dependence on single category
or product Opportunity to introduce High Value Added Products / High margin products
for the new, more aware consumer Time to establish brand loyalty, Pre-empt competitors, co-opt partners, invest in
technology and networks
THREATS Internet Telephony & other rapidly evolving technologies. Expected competition due to the deregulation in December 2003. New technologies.
Efficient operators.
International players, reduction in settlement rates.
Migration to satellite and cellular telephony.
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WEAKNESSES:
The Human Resource Department is not up to the mark for the proper
appraisal system of the staff.
The policies of the company are determined by the board of directors in
accordance with the H.R. Department. However there are certain policies in
which the Human Resource Department is dependent on the Ministry of IT
& T Govt. of Pakistan
Employees have developed a psychology that promotion criteria &
procedures of the Human Resource Department of the company are not
justified.
The quality of service in most areas is much poor hence creating the
problems for customer.
Human Resource Department is lacking employee training centers. There are
only two Staff colleges. On the other hand the training opportunity is not
provided to all the staff equally.
If an employee wants to study during the job, he has to take approval from
the Human Resource Department of the company; there are certain bottle
necks for taking such approval. The management also never encourages
employees for enhancing there qualifications/technical skills.
The staff did not get any benefit for their higher qualifications in the shape
of promotions or pay increments.
Proper evaluation of the employees is not in the normal functioning of the
company.
Refreshing courses are on & off, not timely and frequently.
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The proper information system is not in progress for the Human Resource
Department. The automation process by the Human Resource Department is
slow hence delaying the functioning of the company.
Human Resource department lacks trained & related qualified staff and it is
very difficult for the SEVP Human Resource to do the right things for the
organization and it takes much time for normal working of the organization.
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RECOMMENDATIONS
The Human Resources should take less time in recruitment and training the
staff.
Highly qualified & trained staff may be deputed in HR department.
Refreshing courses should be adequate and more frequent during the year.
The promotional criteria by the Human Resource Department should be
defined and be as per rules.
More training centers should be established. If there is lack of resources, it is
difficult, the training centers of the other organizations in the same capacity
can be utilized by determining the terms and conditions.
During the training by Human Resource Department the ethical values
should be more emphasized.
The proper and competitive evaluation of the methods and procedures
adopted by other competitors will enhance the performance of Human
Resource Department.
This is the era of Information Technology. The functions and procedures of
the company should be converted from manual to the automatic. It will
enhance the performance & accuracy of the Human Resource Department
and ultimately of the company. Human Resource Department should allocate
resources for this purpose.
Human Resource Department may advice and train employees for one
window operation in order to reduce the time and conserve the resources.
Agents for the promotion of the company policies and to facilitate the
customers by the Human Resource Department may be appointed with
proper check and balance system.
Pay packages may be revised in the light of profit earned by the
organization.
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CONCLUSIONS:
No doubt PTCL is enjoying monopoly but the time is came when competition will force
company to change its policies to become favorite telecom service provider in the
market & keep its current place & customer base. The actual working substances are the
human beings .It goes with out saying that Human resources are the most important in
the organization and so does the Human Resource Department .It integrate all the
activities and functions of the company like job analysis, recruitment, staffing, training,
designing compensation package, employee’s appraisal system. Human Resource
Department plays the key role in the hiring, retention, motivation and promotion of the
employees .Actually it assign the specified duties to the specified persons in this age of
specialization. Human Resource manager should be well versed and confident in his
field. He should be humane, well natured and have go face reading capabilities .All this
ensures his success.
He should be of the notion “victory is not everything, but the way of fighting is”.
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REFERANCES & SOURCES
i- PTCL official web site (www.ptcl.com.pk)
ii- PTA official web site (www.pta.gov.pk)
iii- PTCL official VSS offer documents.
iv- H.R database of Manager H.R PTCL Multan region.
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Appendices
a
Change of Address Not Verified Verified
Customer Request
Customer Verification
CRS save the balance and Change the Address in Both System (CARES & Single View)
NIC Name of Owner Father’s Name Address Ph No. References
CRC Send Document With Log in which he writes Address or May be Reason
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b
Bills Late Receive / Not Received/Return Not Verified Verified
Customer Request
Customer Verification
CRC Check the Reason of Problem
NIC Name of Owner Father’s Name Address Ph No. References
CRC provide Bill @ that time and take corrective action
1. Address is right, 2. Post is received if yes then who is received give the name of this person. 3. Address is right But Not Located by Post man
1. Change the address 2. Intimate the Post office as customer request
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c
Bill Amount Problem Not Verified Verified
No Problem Problem
Customer Request
Customer Verification
CRC Check the Billing
NIC Name of Owner Father’s Name Address Ph No. References
CRC Will Make the Adjustment
Show the Bills or Records of calls
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d
Activation/Deactivation of Value added Services Not Verified Verified Request Reject
Request accept
Customer Request
Customer Verification
CRC check the option of package and product.
NIC Name of Owner Father’s Name Address Ph No. References
CRC open the value added service
1. If Value Added service is being offered by the PTCL. 2. Is the
service already activated?
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e
Change of Package Not Verified Verified
Amount is clear
Customer Request
Customer Verification
CRC Check the Old Package
NIC Name of Owner Mother’s Name Address Ph No. References
CRC Change the Package and send the Log
1. Verify user’s previous payments clearance 2. What package user requested?
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f
Complaint Registration for Faulty Phone (Land Line)
Customer request (Dialed 18) Complaint
registered got Complaint Number
Complaint forwarded to the
concerned Eng. Ops on CFMS
T/No & customer address
verification along with Nature of
fault
Fault rectified By Line Man
1. Verify Cabinet /DP/Pair. 2. Verify from Switch room. 3. Locate the concerned E.S,L/M 4. Handover the fault to E.S,L/M
Verification by CFMS by dialing customer
T/No
1. Verify Customer Address. 2. Verify Customer Name.
Updated Data base on CFMS Online software (The fault is rectified)
Customer replied the CFMS by pressing 1 on
his T/phone set
Customer replied the CFMS by pressing any other digit
on his T/phone set
Fault Rectified T/phone is working properly
Fault not rectified Carried over Fault
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g
Staff Request Approval Process
Employee Request for Leave
Parent SE Operation
Leave Balance Record in Master HRIS Data
Verify Record
Sufficient Leave Balance in Hand
Request rejected
Leave Approved by (Regional) Manager HR
Copy of Approval forwarded to G.M HR for
master record (Leave) update.
Forwarded to (Regional) Manager HR
Leave Balance Zero
Leave Approved
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Legend: * Not included in PTCL working strength. ** Posts do not exist. Officers are working
on Contract
ORGANIZATION CHART OF PTCL
SEVP (STATE MGMT) SEVP
(FINANCE) SEVP
(TECHNICAL) SEVP
(OPERATIONS)
C.E (RRR)
C.E (S&E)
G.M (Admn)
G.M ** (I&I)
Legal ** Advisor
G.M (Accts)
EVP
(Finance)
G.M (CTS&S)
EVP (Dev)
C.E Dev (LNW)
C.E (Proc-I)
C.E (Proc-II)
G.M (OFC)
G. Ms (Development)
Kr/Lh/Pe/Iba
C.E (St.Plg)
C.E (T&S)
C.E (T&NE)
G.M (TRANS DEV)
EVP (Tech & St. Pl)
EVP (O)
H/QTRS
EVP (O)
SOUTH
EVP ITT&R
EVP I/C
C.E (M&O-I)
G. Ms ITR/NTR-I&II/ RTR/OFS/HTR
G.M (OFS) Mntce.
C.E (M&O) South
C.E
(ITT&R)
C.E (I/C)
Chief Inspector (Telecom)
G. Ms STR-I, II, III&V/
WTR
G.M (STR-IV) (S&T) KR
G.M (ITI) KR
G.M Computer
G.M (Stores)
G.M (Trg & Res)
C.E (IBD)
G.M OTR IBA
G.M (Tech Audit)
C.E (HRM&P)
C.E (Co-ord)
PRESIDENT & CEO
G.M (T&T) Expert
Telecom B.D
G.M (PR)
EVP (Accounts)
COMPANY SECRETARY G.M
(I/ AUDIT)
G.M (R&D Fund)
Expert Data Network
G.M OTR KR
G. M N. S. S
Principal (NPGIT&I)
C.E (QA)
G.M (Finance)
G.M (Revenue)
EVP (O)
CENTRAL
C.E (M&O) Central
G. Ms GTR/LTR-I&II/ FTR/ CTR/ MTR
G.M (SNCR) Lahore
EVP (Marketing &
C/C)
G.M (Marketing)
G.M (C/Care)
SEVP (CORPORATE AFFAIRS)
G. M (ITI) IBA G.M
(FAN)IBA Expert I/Technology
C.M.O
Expert HR Telecom.
Expert B&C. Care
MD* (PTML)
G.M (MM)
C.E (SBD)
G.M (VAS)
G.M (TH & VOIP)
C.E (M&O-II)
G.M (IT DEV)
SEVP (I/ AUDIT)
EVP (Revenue)
EVP (Bus. Dev.)
C.E (PSP)
G.M (DSR&D)
C.E (Po & Reg.)
G.M (Software
Audit&Sup)
C.E Dev(S&T)
G.M (T&I)
SEVP (HR & ADMN)
* Detail is on page 32*
SEVP (IT)
Expert B&C. Care
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