Final Report on PTCL

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      P  E   O  P  L  E   A   N   D   O   R   G   A   N I   Z   A  T I   O   N

    STRETEGIC DESIGN, CONFLICT & NEGOSIATION,POWER, TEAM

     

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    Organization Name: PTCL

    Introduction “PTCL”

    PTCL is an abbreviated form of Pakistan Telecommunication Company Limited and is the

     backbone of the country regarding Telecom.

    The PTCL is the main communication authority in Pakistan which is partly government

    owned and partly privatized entity. The organization works for the betterment of the telecom

    while holding about2000 echanges in !hole country with the largest landlines structure in

    the region.

    The services offered by the PTCL includes Landline telephone, "roadband service, EVO,

    EVO 3 !ingle, "mart TV, V#$one and #%&one 'o(ile )er*ice as a subsidiary$.

    The details of the shareholding in the company is till now is as given from %00& shares of the

    company +- i) o.ned (/ the go*ernment while 2'& was sold to (tisalat

    Telecommunications under the privatization program run (/ "hau0at 1ziz in 200' the

    remaining %2& are sold to )eneral Public in the same year.

    2i)tor/ o& PTCL

    *n %+,- the beginning there was no concept of PTCL in Pakistan rather a department Posts

    and Telegraph /epartment eists which is used for communication.

    *n %+'2 a department was established “Pa0i)tan Telephone and Telegraph

    department” replacing the first one in those days the service was provided by the

    organization as a state owned entity later on in %++% the government took the decision

    to pri*atize the PTCL in 445 govt. issued vouchers which are convertible in to shares then

    govt. work on it and in %++' shares are given to people holding vouchers.

    *n 2001 government decides to fully privatize the PTCL and sold the shares to Eti)alat which

    led to country wide protests and strikes by the PTCL workers. They disrupted many

    connections of public sector buildings then military overtake the control of echanges

    and arrested many workers  put them in 6ail). ll of this ended up with a 30& increase in the

    salaries of workers.

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    Online "er*ice) O&&ered (/ PTCL

     4ow PTCL is a leading entity in the region and offering many services to its consumers at

    their door step by the use of information technology the services includes paying PTCL (ill)

    online5 collect a 7uplicate (ill online &or /our PTCL connection for their all products.

    "trategic de)ign

    The strategic design lens emphasis on the fact that organizational design can play an important role in

    successfully implementing organizational strategy devised for the environment in which it is

    operating and can there enhance organizations efficiency and effectiveness. 6o looking at the

    organization7s design is the fundamental task for any organizational analysys5 in order to understand

    the overall working of an organization as such understanding can help in proposing appropriate and

    complete solutions to problems or issues of that particular organization under consideration. The

    strategic design lens is mainly consisted of three activities.

    %8 "trategic rouping 9 it is concerned with how different activities5 personnel and :obs of an

    organization are combined together.

    28 Lin0ing  9 it is concerned with which linking mechanisms different strategic groups are being

    integrated together in order to maimize efficiency of an organization through enhanced co;

    ordination and co;operation among them.

    38 1lignment  9 it ensures that tasks assigned to personnel in different work units created by

    strategic grouping and linking must have ade

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    customer and also retain their customers. >=?4T "C@ structure is important for the

    success of the PTCL organizations.

     

    1lignment

    6trategic alignment is to encourage or to motivate the employees of the organization and to

    utilize the human resource in efficient way and also to develop the human resource

    management. Aanager perception is different to several employees as well as their 

    subordinates those are working for the organization. The manager of the PTCL organization

     believes that the working staffs have the capability to work efficiently but they want their 

    desirable :ob and the healthy environment in the organization.

    *f any problem occurs with the employees5 the manager calls the meeting of those employees

    who have the issues to discuss and try to resolve the problems of those employees5 because

    PTCL organization is friendly so they try also retain their talented employees. "oost the

    morale of their employees by giving them good incentives and good working environment.

    The reward and incentives given to the employees on the basis of their performance. Those

    employees who work individually receive individual rewards and Those who work in groups

    receive collective rewards and *ncentives. They also give training to their employees 3 to '

    months to develop the skills of the employees. *n the sales department for s the Aanagement

    set the targets monthly basis to make new customers5 if the employees achieve his target thenmanager give commission to those employees along with the salary. ,0 employees who

     perform well during :ob and help to accomplish organizational goals were selected through

     balloting5 organization sponsored ha:: pilgrimage as a motivational tool for

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      PTCL have introduce the *4>?=AT*?4 A4)(A(4T 6B6T(A for all the

    departments they coordinate and interact with each other and whole organizations.

    C?APT(=*D(/ A4)(A(4T 6B6T(A is helpful for the PTCL to improve the

    network and any landline problem or fault. this system rectifies and registers the complained

    in a computerized way.

    Political len)

    Political environment also eists in the PTCL organization. Aostly in PTCL two variant of

     power used one is the authority and the other one is the influence5 that our management hire

    the employees on contract basis firstly than after that if the employee perform well then they

    will etend the contract or to permanent the employee5 the management knows he may be the

    work hard for achieving our organizational goals. They also give training to the employees to

    enhance the skills by motivating the employees5 they give allowances and also work in

    friendly environment and they also influence the employees by motivating giving incentives5

    rewards etc. when organization hire new employees they use authority of the upper

    management if employee not work well then give him warning the management also behave

    ethical with the employees. uthority is used in Ptcl organization because they want to satisfy

    customer need and providing values of the employees also to the customer. Aotivated

    employees work hard and more committed with their :obs.

    PO!E8 

    *n the PTCL organization board of directors and the C.(.? E!alid Ir)haid8

    President F C(? have the legitimate power. This organization the senior vice president

    directly report to the president and senior vice president is the head of the units. The purpose

    of the PTCL organization is work efficiently and effectively to achieve the organizational

    goals and the ob:ectives. >ormal power and a complete hierarchy means that whom report to

    whom5 and the manager could decide that the employee7s effort and work effectively. ll the

     powers lie in the hands of C(? of the company. Aain decisions are made by board of

    directors. nd confirmation of their decision is given by president of the company.

    $O8'1LI91TION"

    >ormalization a degree which organization also rely on rules and regulations also directed the

    formalized employees behaviour .The PTCL company operates a standardize guidelines and

    rules and regulation. (ach office or the employee of the PTCL Company are working and

    very well he or she knows his responsibility what the organization want from him what7s the

    work re

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    CENT81LI91TION

    The term centralization means that which person has the decision making authority within the

    organization. *n PTCL 5 organization decision are taken by the upper level management 5

    senior eecutive5 they take decision in critical situation or to launch new product or servicesthey consult but decision power have only upper level management. *n Ptcl company

    decentralize policies used in small decision and lower management take decision which

    *s good in short term but not good or beneficial for the long term value added services or

    strategies.

    Culture

    PTCL organization culture is vast and friendly environment with the employees also with

    their customers. PTCL employees do work at their best. They always do their work in detailin order to maintain their organization best of best among the tele communicative

    organizations.

    People orientated

    PTCL organization is the people oriented organization. >irst priority is the employee7s

    satisfaction with the organization. They say that if the employees of the organization is satisfy

    with the :ob then they work more efficiently and increase the productivity if employees

    satisfy the customer is satisfy.

    Team orientated

    P@*6T4 T(L(C?A4*CT*?4 L*A*T(/ also try to work in team .They believe that

    that the team members work more efficiently than the individual work.

    1ggre))i*ene))

    The organizational employees are more aggressive and competitive instead of being

    cooperative

    "ta(ilit/

    The organization top management set the goals and give a guide to employees about work to

    accomplish and try to stable in certain situations.

    Inno*ation and 8i)0 ta0ing

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    The employees of the organization have the capability of being innovative and the

    employees are risk takers and management motivate the employees also try to deliver best

    services to customer.

    Core *alue) Professional integrity

    Team work 

    Customer satisfaction

    Loyalty to the organization

     Pakistan telecommunication limited provides a set of values and also a redefine boundaries

    in the telecommunication market and to increase and enhance productivity and always try to

    reach in to new heights .!e provide easy access to every person now a days to the new

    idea and products of the organization. The most important is that by setting the value and

    always motivate the employees by gaining the spirit of innovation and giving the higher

    standard living through the *CT services.

    The past si decades :ust it has been that P@*6T4 T(L(C?A4*CT*?4 L*A*T(/ is

    going to be the first choice of the customer in future.

    "/m(ol

    The symbol or logo is a uniuture is a symbol of the

     "rand value5 strategies and the vision

    ?f the P@*6T4 T(L(C?A4*CT*?4

    L*A*T(/. "asically hello to the future

    Have two word hello and the future. hello means that the P@*6T4

    T(LC?A4*CT*?4 L*A*T(/ welcome the customer and to inward communication

    with the world and future means that the organization always promise to the customers by

    giving values and more innovative ideas and products.

      PTCL have a good reputation organization and established a single entity which are

    moving for achieving targets and success by providing solution of the needs of the

    customers . PTCL says that the in future we are trying to more strengthen of the

    organization.

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    Team)

    PTCL made a cross functional team to launch Chaar:i. The team members are from different

    cities and of different departments. There are some issues related to this team5 because

    members are from different cities and from different departments. There is a lack of trust

     between the team members. There did not feel comfortable to share information with each

    other.

    Team 7/)&unction)

    Lac0 o& tru)ts the team members are from different cities and from different departments there is

    a lack of trust between the team members5 so they conceals there weaknesses from

    each other and as a result of this these weaknesses were not overcomes. Thosemembers who had some weaknesses feel shy to ask for help from other team

    members. ?n the other hand no one is willing to offer help to other member as they

    thought that it might hit their personal interest. *n this situation of uncertainty most of 

    the team members failed to recognize their skills.

    $ear o& con&licts trust is lacking between the team members5 team members avoid to participate inthe key issues5 so these issues remains unsettled. /ue to this back channel comments

    and inferior discussion between the team members. 5 this cause great loss to the

    organization and team members show artificial harmony.

    Inattention to 8e)ult)*n this team tem members put their individual goals above the collective goal of the

    team. The team members are not giving importance to their collective goals due to

    this PTCL suffers.

    ad apple e&&ectteams have diversity so there are few individuals who had negative attitude and

     behaviour which would definitely had the adverse effect on the other team members.

    INE$$ECTIVENE""

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    /ue to these dysfunctions team become toic. This toic team is due to the negative

     behaviour of few members which would in result de;motivate the remaining team

    members.

    $our "tep) &or 7ealing .ith a To;ic Team:

    • >ind the toic behaviours and their impact

    • Claim and assign responsibility

    • Choose your interventions

    • *mplement and monitor 

    $ind the to;ic (eha*iour) and their impact

    Beha!"# O$e#a%!"a'

    I($a)%

    E("%!"a'

    I($a)%

    A**+($%!"*

     Team Leader

    doesn’t share

    information

    Deadlines ere

    not meet

     Team mem!ers

    tho"ght that

    their leader did

    not tr"st them as

    he is hiding

    information

    Leader does not

    tr"st "s as he is

    hiding the

    information

     Team mem!ersne#er o$er

    o%inion

    &al"a!le'noledge and

    insight from

    team mem!ers

    ith a neer

    te(hnolog)

    %ers%e(ti#e

    doesn’t get

    in(or%orated*

      Claim and a))ign re)pon)i(ilit/

    Beha!"# D!#e)% Re*$"*!!'!%- I.!#e)%

    Re*$"*!!'!%- Team Leader doesn’t

    share information

     Team leader Team mem!ers as the)

    did not as' the leader

    to share the

    information Team mem!ers ne#er Team mem!ers as the) Team leader as the

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    o$er o%inion don’t %oint o"t the

    %ro!lem

    mem!ers are s(are of

    sharing the ideas*

    Choo)e /our inter*ention)GCollecti*e inter*ention)The management is sending the email to every member of the tem. Holding a meeting

    with all the team members to resolve the issue.

    Implement and monitor:ssign the responsibility to every individual of the team. The main purpose is to focus

    on the future rather than to blame the past. nd finally continuously monitor the

    changes after implementation of new strategy.

    2ealth/ team

    =esponsibility is accepted by the members who are responsible apologies happen and

    mistakes were forgotten in order to achieve the collective goals. *deas are freely flown

    now because there is a trust between the group members. >eedback is now accepted in

    a positive sense.

    Con&lict 'anagement

    The ongoing strike of employees of the biggest telecommunication service provider5 PTCL5

    for the past one month has disturbed on;line banking5 internetI/6L facility and business

    activities in the country. "esides5 the company is suffering revenue loss of =s %0 million per

    day as its 0.2,1 million telephones remain dead and sales of its products have stopped in the

    country5 PTCL officials told "usiness =ecorder here on Aonday.

    The officials5 who wished not to be named5 said that :ust in Lahore more than 0.%, million

    telephone are out of order and remain unattended by the PTCL linemen and workers. These

    dead and unused telephones in Lahore alone are causing a daily revenue loss of =s.1 to '

    million5 they added.

    They said due to the prolonged strike and disturbance in on line banking in several branches

    of banks on account of 0.2,1 million dead PTCL telephones5 customers specially

     businessmen5 industrialists and organizations are switching over to other service providers for 

    carrying on their normal business5 trade and commercial activities.

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    ?fficial sources said that hundreds of thousands of PTCL customers of Central (change

    Aall =oad5 Aultan =oad (change5 6amanabad (change5 )arden Town (change5 (gerton

    =oad (change Aisri 6hah5 6hahdara (change 5 >erozepur =oad (change5 Cantonment

    (change5 /efence (change etc. are suffering anguish as their complaints for repairs of

    telephone lines remain unattended since long especially at a time when their kith and kin

    living abroad desperately wanted to talk to them on the eve of Eid#ul#$itr.

    whole sale dealer of sugar and other commodities of kbari Aandi told that his telephone

    had been dead for past one week5 however5 (ecutive (ngineer of his telephone echange has

    epressed his inability to restore dead telephone connection and remove the faults as all

    linemen and lower staff were on strike.

    “It is an irony that the government which gets

    substantial revenue as GST on the telephone bills was

    not making any effort to resolve the conflict between

    the PTCL management and the workers though !dvisor to the Prime "inister on IT Senator Latif

     #hosa was sympathetic to the workers$ demands%

    officials added&

    *t may be recalled that PTCL employees in grade % to %' had been on strike for past one

    month to press for their demand of 10 percent raise in their salaries as given by the

    government to its employees. Pakistan Telecommunication Company Ltd EPTCL8 says that

    after privatization PTCL is a privately run organization5 which follows private sector

     practices for the betterment of its employees.

    However5 PTCL has offered to raise employees7

    salaries by 30 percent on their running pay scale

    and 20 percent /ecember and June performance

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     based raise in terms of good conduct5 punctuality

    and discharge of their normal duties and some

    other facilities which had been re:ected by the PTCL

    workers union.

    =epresentatives of PTCL workers unions said that the police have arrested 200 members of

    !orkers lliance under AP? EAaintenance of Public ?rder8 %' who had participated in the

    /harna at the PTCL head

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    Negotiation:

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    ?n issuing Aemo of 30& Pay =aiseG !hat 6(KP Aazhar addressed

    The management reaffirms its commitment to uphold the best interest and welfare of its

    employees. *n continuation to our circular dated %%th ugust 20%05 we are pleased to

    announce following revisions in the salary increase of employeesG

    %. >or the sake of uniformity5 10& of *nitial "asic Pay is converted to 30& of =unning "asic

    Pay for all non;management regular and 4CP) employees effective from %st July 20%0.

     4egotiations >ailedG PTCL Aanagement stick on 30& 9 4ow /harna >inalG

    nion Leaders nnouncedG 

     4egotiations >ailedG PTCL Aanagement stick on 30& 9 4ow /harna >inalG nion Leaders

    nnouncedG

     4egotiations between PTCL Aanagement and PTCL nions Leaders >ailed due to

    Aanagement 6tickiness on 30&. 4egotiation held in *slamabad and it remained 1 hours. Ar.

    Aazhar 6(KP and others represented Aanagement and Aalik Aaailure nions Leaders termed /harna >inal on Tuesday ugust 3%5 20%0.

    That negotiation &ailed*

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    http://www.ptclworkers.com/news/on-issuing-memo-of-30-pay-raise-what-sevp-mazhar-addressed/http://www.ptclworkers.com/news/negotiations-failed-ptcl-management-stick-on-30/http://www.ptclworkers.com/news/negotiations-failed-ptcl-management-stick-on-30/http://www.ptclworkers.com/news/negotiations-failed-ptcl-management-stick-on-30/http://www.ptclworkers.com/news/negotiations-failed-ptcl-management-stick-on-30/http://www.ptclworkers.com/news/negotiations-failed-ptcl-management-stick-on-30/http://www.ptclworkers.com/news/on-issuing-memo-of-30-pay-raise-what-sevp-mazhar-addressed/