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Transcript of Internship Report MM&BB
8/4/2019 Internship Report MM&BB
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Table of Contents
Table of Contents ....................................................................................................... 1
PTCL BACKGROUND: ................................................................................................... 2
HISTORY OF PTCL: ...................................................................................................... 2
VISION OF PTCL .......................................................................................................... 3
MISSION OF PTCL ........................................................................................................ 3
CORE VALUES ............................................................................................................. 3
CONSTITUTION OF THE COMPANY: ............................................................................. 4
PRODUCTS AND SERVICES .......................................................................................... 5
CONSUMER SERVICES: ............................................................................................ 5
CORPORATE SERVICES: ........................................................................................... 7COMPANY’S ANALYSIS .............................................................................................. 12
Operational analysis .............................................................................................. 12
Financial analysis .................................................................................................. 12
Human resource assessment ................................................................................ 13
Marketing analysis ................................................................................................. 14
ENVOIRNMENTAL ANALYSIS ...................................................................................... 14
Industry and market analysis ................................................................................ 14
Competitor analysis ............................................................................................... 15
Technology analysis .............................................................................................. 16
MY EXPERIENCE WITH PTCL ...................................................................................... 18
IDENTIFICATION OF MAJOR PROBLEMS ..................................................................... 23
Falling revenue ...................................................................................................... 23
Job Security ........................................................................................................... 23
Bureaucratic Culture of the Organization: ............................................................. 23
Loss of Market Share:............................................................................................ 24
High technical staff turnover: ................................................................................ 24
MAJOR FINDINGS ABOUT THE PROBLEM ................................................................... 24
CONCLUSION AND RECOMMENDATION:................................................................... 25
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PTCL BACKGROUND:
PTCL is the largest telecommunication provider in Pakistan with employee strength
of 30,089. It also continues to be the largest CDMA (Code Division Multiple Access)
operator in the country with 0.8 million V-fone customers. Moreover, the company
maintains a leading position in Pakistan as an infrastructure provider to other
telecom operators and corporate customers of the country. It has the potential
to be an instrumental agent in Pakistan’s economic growth. PTCL has laid optical
fiber Access network in the major metropolitan centers of Pakistan and it has
modernized and upgraded the local loop services from copper to optical network.
HISTORY OF PTCL:
PTCL was initially inaugurated in 1947 under the name Posts & Telegraph
Department as an organization which is completely owned and controlled by the
Government of Pakistan providing Postal, telegraphic and telephonic services all
over the country. In 1961, the postage department was separated from this
department and the name of the organization was changed to Pakistan Telegraph &
Telephone Department (T&T). Than in 1990-91 the organization took the status of a
corporation under the Pakistan Telecom Corporation Act 1991, and was named
Pakistan Telecom Corporation (PTC). The same year, Government announced to
privatize PTC, the privatization process was completed by 1994 and the government
issued 6 million vouchers exchangeable into 600 million shares of would-be Pakistan
Telecommunication company limited (PTCL).
In 1995, Pakistan Telecommunication Reorganization ordinance formed the basis for
the PTCL monopoly over the basic telephony in the country. It also paved way for
the establishment of independent regulatory regime. The provisions for theordinance were lent permanence in October 1996 through Pakistan
Telecommunication Reorganization Act. The same year PTCL was formed and listed
in all stock exchanges of Pakistan.
In 2005-2006 PTCL was privatized in April 12, 2006. Etisalat International Pakistan
LLC (EIP), a subsidiary of UAE Telecommunication Company (ETISALAT), assumed
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management of Pakistan Telecommunication Pakistan Limited (PTCL) through the
acquisition of 26% share in PTCL.
VISION OF PTCL
“To be the leading Information and Communication Technology Service Provider in
the region
By achieving customer satisfaction and maximizing shareholders' value'”
MISSION OF PTCL
• To achieve our vision by having:
• An organizational environment that fosters professionalism, motivation &
quality.
• An environment that is cost effective & quality conscious.
• Services that are based on the most optimum technology.
• “Quality” & “Time Conscious” Customer service.
•
Sustained growth in earnings & profitability
CORE VALUES
• Professional Integrity
• Customer Satisfaction
• Teamwork
• Company Loyalty
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CONSTITUTION OF THE COMPANY:
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PRODUCTS AND SERVICES
PTCL achieves its customers’ satisfaction by providing them with features andservices like network coverage, performance, reliability & security at their specific
locations.
PTCL’s services are available for two types of Customers:
1. Consumers
2. Corporate customers
CONSUMER SERVICES:
1. PSTN (Public Switch Telephone Network)
2. V fone
3. Broadband
4. IPTV (PTCL Smart TV)
5. VMS (Voice Mail Service)
6. Free Internet Facility
7. Kehdo SMS
8. PTCL Direct
9. PTCL Calling Cards
1-PSTN (Public Switch Telephone Network):
This service is available on conventional fixed line phone. This service includes
convenient features and options like Caller-ID, Call Forwarding, Call Waiting,
Conference Calling, Call Barring and Do not Disturb. PTCL also offers flat calling
rates for local, nationwide and international calling services to its customers. For
further details on PSTN, help line 1236 can be contacted.
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2-VFONE FIXED WIRELESS ACCESS NETWORK:
It is a replacement of fixed line phone mainly in the areas where there is
not network availability.
Wireless phones are based on CDMA2000 1X technology. PTCL has built-up capacity
of 2.6M covering over 10,000 urban, suburban and rural villages. The network is
enabled for Voice, Dialup-Internet access (115kbps) and EVDO Broadband.
3-BROADBAND:
PTCL is offering high speed broadband to its consumers for high speed internet
connectivity with easy downloads & uploads. Free DSL modems are offered to the
customers while special discounted student package is offered to the students as
well.
4-PTCL SMART TV:
It’s a fixed line service that allows the customers to experience telephony,
Broadband and multi-channel TV service all at the same time, on the same line.
No additional cable would be required to receive cable TV / Multi channel TV. An IP
(Internet Protocol)-based platform allows the TV service to be ‘smarter’ than the
traditional broadcast and cable TV services, by making the TV viewing experience
more interactive and personalized.
5-VOICE MESSAGING SERVICE (VMS):
PTCL is offering phone to phone Voice Mail Service that works all of the time - even
in power outage. After 6 or 7 rings the voice mail service activates and the
caller can leave the message in his voice.
Voice mailbox can be accessed 24 hour a day, 7 days a week and the customer
would never miss an important call. PTCL has extended its Voice Messaging Service
to 38 cities and it’s all free.
6-FREE INTERNET FACILITY:
PTCL has offered Free Internet facility for its landline valued customers. All PTCL
landline subscribers can now experience the best dial up speeds with
unlimited internet usage during night hours from 10:00pm to 07:00am.
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7-KEHDO SMS (VOICE SMS):
Adding voice to the SMS takes SMS to the next generation of value. In this service,
the caller can leave a text message from his digital phone to any cell phone
number. That text message is received with voice on the cell phone as an incoming
call.
8-PTCL DIRECT:
PTCL direct is a pre-paid international calling service for making calls from
the UK to Pakistan. The service aims to extend PTCL’s reach to UK based
callers wishing to stay in touch with their family & friends in Pakistan.
Customers can purchase credit online (using a credit card) and make calls to any
number in Pakistan direct through PTCL. The calls will be charged according to
prescribed PTCL tariffs.
www.ptcldirect.com is the website for further information on PTCL Direct.
9-CALLING CARDS DENOMINATIONS:
PTCL Calling cards are available at Sales & Service Centers, PTCL Customer
Service Centers and retail shops, in the denominations of Rs. 50, 100, 250, 500,
and 1000.
CORPORATE SERVICES:
1. UAN (Universal Access Number-111)
2. UIN (Universal Internet Number-131)
3. Business DSL
4. DPLC (Domestic Private Leased Circuit)
5. IP Connect
6. ISDN BRI (Integrated Services Digital Network Basic Rate Interface)
7. ISDN PRI Integrated Services Digital Network Primary Rate Interface)
8. Co –locations
9. DXX Connectivity
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10.Call Centers
11.Audio Conference
12.VPN (Virtual Private Network)
13.Premium Rate Service (0900)
14.V-Connect
15.International IP services
16.PTCL Webhosting
17.Payphones
18. EVO WIRELESS BRAODBAND: (launched in 3rd June, 2009)
1-UAN (Universal Access Number):
UAN (Universal Access Number) consists of 6 digits, preceded by 3 digit code
of 111, common to all UANs. UAN operates on existing telephone connection
without disturbing normal phone number. UAN never changes, if you move your
office or your normal telephone number is changed, your UAN will remain
unchanged. UAN can be accessed from other cities by dialing the area code first.
2-UIN (Universal Internet Number):
131 numbering scheme for Internet Service Providers, represents exclusive code
assigned to each ISP. Functioning just like UAN-0800 toll-free service, UIN involves
allocation of numbers to individual ISPs who are licensed by PTA. This service
functions under a single-metering billing system with the promise of rich dividends
in terms of customer care.
3-Business DSL:
PTCL’s business DSL solution provides a reliable, business-class broadband
connectivity, which will help the customers to download software and large
files, research the web and communicate with their business associates and
business partners.
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4-Domestic Private Leased Circuit (DPLC):
This service is also called even stream/channel stream. In this service, PTCL
provides leased line services to other service providers & corporate customers
for data or voice communication by establishing a connection between two
exchanges.
5-IP Connect:
The “IP Connect” service is based on Internet Protocol Virtual Private Networks (IP-
VPN), which allows companies with locations spread out in PAKISTAN to connect and
transfer data on a private and secure way over reliable robust network
infrastructure.
6-ISDN BRI (Integrated Services Digital Network – Basic Rate Interface):
This service allows the customer to have two connections on a single line. In
addition, it allows clearer voice communication plus a faster way to send and
receive fax, video images, graphics and computer data on a phone line. You can
have a single Tele Plus connection, just like a conventional phone line.
Moreover, Customer can go utilize phone line as well as internet at one and
the same time. Total bandwidth of the BRI is 128 kbps.
7-ISDN PRI (Integrated Services Digital Network – Primary Rate Interface):
This service allows the customer to have thirty connections on a single line. Small
as well as medium sized clients usually go for this facility to facilitate their
internal & external Customers. Business customers can operate their PABX more
efficiently while using PRI’s. Total bandwidth of the BRI is 2 MB. Call centers operate
on PRI.
8-Co-location centers:
Pakistan Telecommunication Company Limited (PTCL) has taken the landmark
decision to establish Co-Location centers throughout the country. In the first phase,these centers are established at Islamabad, Lahore and Karachi. PTCL has rented
out its free premises with ready fitted environment (with AC and DC power) to other
Telecom and IT Companies where they have installed their equipment directly.
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9-Digital Cross Connect (DXX):
PTCL offers flexible and reliable services through a high quality platform of Digital
Leased Line Network to organizations, normally to financial institutions (banks).It is
meant for data communication only and provides connectivity between two offices.
PTCL digital cross connect (DXX) network provides the most dependable media for
WAN connectivity with more than 200 Nodes countrywide.
10-CALL CENTERS:
International Call Centers:
Call centers operate through a 0800 Toll-Free Service, wherein overseas customers'
calls are routed to Pakistan or overseas destinations through VoIP (Voice over
internet protocol) technology where trained agents are ready to respond to
the queries of the customers. This service however involves certain human
resource requisites like communication skills and customer handling to be arranged
by the subscribers.
Domestic Call Centers:
Domestic Call Centers also operate through 0800 Toll-Free Service, wherein
customer’s calls are routed to a call center where trained agents respond to the
inquiries of the customers. This service however involves certain human resource
requisites like communication skills and customer handling to be arranged bythe subscribers.
11-Audio Conference:
PTCL offers audio conferencing services for SME/Corporate Customers with up to
120 participants per conference. Audio conferencing services are easy to use with
interesting billing packages, designed for maximum user comfort and convenience
with web integrated interface. Audio Conferencing allows organizations to
conduct virtual meetings between clients/customers/staff both locally and
internationally.
12-VPN Service:
This service allows a private enterprise to have a virtual private network
using public network resources, without requiring the installation of dedicated
network resources. With the VPN service one can flexibly control the outgoing call
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authority of phones by setting the closed group. Moreover, VPN allows making calls
on reduced rates on all the numbers on the virtual private network.
13-Premium Services (0900):
These services are based on the system called IVR (Interactive Voice Response)
.PTCL offers Standard Service and Advanced Service for accessing the service
providers with features that are helpful to the customers in customizing their
service according to their needs.
14-V-Connect:
This service is offered to big organizations in remote areas where V-Connect
provides data connectivity in client server mode through dial up process, where
the client can be mobile or stationary and the client requires low bandwidth to
access the server.
15-International IP Services:
PTCL is the largest IP services carrier in Pakistan with extensive international
peering capacity. It provides secure and reliable VoIP solutions catering to the
requirements of LDIs and other operators in the marketplace. PTCL provides
dedicated IPs to other organizations that would help them to transfer data with
increased security and connectivity.
16-PTCL Web Hosting Services:
PTCL offers world class hosting on windows platform. It provides the control,
flexibility and reliability required to create and manage a successful web presence
by other organizations. Moreover the self healing backbone of PTCL makes sure the
high availability of the customer’s website.
17-PTCL Payphone:
This service operates like a PCO. It is compatible with a call centre solution and
generates printed receipts at the end of call at call centre. PTCL payphone provideWide Area Network coverage, quality service, best speech quality, and reliability.
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18. EVO WIRELESS BRAODBAND: (launched in 3rd June, 2009)
This service operates with Evo wireless broad band’s 3 G technology by this
customer have the convenience of being able to access internet with fast speed
by using USB modem and PCMICA card.
COMPANY’S ANALYSIS
Here we will analyze PTCL from its perspective of operation, finance, marketing and
human resource.
Operational analysis
Operation is also another important department of PTCL. This is mainly focused to
take care of the operations of the company which are supportive to achieve the
organization’s mission, its goals, and vision of the company. Operational
department is working under the supervision of Mr. Mashkoor Hussain who is (SEVP)
and three different departments are working in his assistance. And total no of
employee in this department is approximately is 45-50.
Operation manager decided what should be the product and service for a particular
group of people and decided to provide the services to its customers according to
the size of the group. PTCL main focus is to expand its business throughout the
Pakistan. So the operation manager must have a focus on all over the Pakistan.
Operation manager decides from where to take the inventory. And also the after
sale service contracts. E.g. repair of telephone connection in case of problem with
the telephone connection.
Financial analysis
Finance is also another and main department of PTCL whose main purpose is to
organize and manage funds of the company, making balance sheets, income
statement, cash flow statement etc. The main head of this department is Mr. AbdulAleem who is senior executive vice president of finance department under whom
three departments works accounts, finance, revenue. The total number of
employee’s work all around in these departments is approximately 40-50.
Finance department takes decisions regarding allocation of resources, budget
allocation, and finances for the operation. Almost all the current and future financial
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decisions are taken by the financial executives. Marketing, Human Resource and
Research and Development are linked with financed department.
Human resource assessment
It is one of the most important departments of PTCL and its main objective is tomake development of a long term policies. It also includes hiring of employees, their
training and compensation. So that no one will feel de motivated and devised a pay
structure according to the work and on the basis of performance and good
governance model in line with statutory requirement and best practices. The main
head of this department is the senior executive vice president of HR and Admin
department Mr. Shahzad Khan under whom three departments works Procurement,
HR and Admin the total number of employees all around in these three departments
approximately 40-45.
PTCL is largest telecom service provider in Pakistan and its network is all over the
Pakistan. And employee peoples from all over the Pakistan so there HR department
should perform to maintain smoothly relations between the people with different
background and to motivate them differently according to their own perspective.
It will take much more time to bring change in the behavior of the people especially
after the privatization of PTCL. Employees are de motivated and due to fear of firing
out. Although the policy of the new management is to cut the glut of unnecessary
workers but majority of the well performing workers are leaving their jobs with
PTCL. And turnover ratio is very high.
HR department is performing under its full potential and as per the requirement of
company’s training and development activities over 8000 technical staff has been
for sill development refresher courses and over 300 managers has sent for
management development programs both within the company and outside the
country and provided employment to 403 contract jobs. The HR department
maintained good relations with trade union. Though it was a main hurdle in the way
of privatization, but dialogues with the union leaders and 25% increase in the
salaries maintained a suitable environment for conducting the routine activities.
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Marketing analysis
PTCL usually practices pull strategy. Before the launching of any product of services
or for the issue of share and also tender offer all this is done through newspapers,
television, on PTCL websites and also in the business journals.
Marketing & Customer Care is also another main department of PTC. Its major
purpose is to look after the marketing mix of the company. It maintains good
relations with various advertising agencies, business channels and newspapers for
the publicity of any new service, or packages to make the public aware. Research
and development and customer Care department also work under the marketing
department. Customer care is very department of the PTCL because it is telecom
service provider and it should focus on employing the humble and nice people to
entertain the customer and to satisfy them and solve their problem. And showunderstanding of their problem. Mr. Shahid M. Haq is there who is working in PTCL
as executive vice president of Marketing & Customer Care Department. The total
number of employees all around in these two departments is approximately 40-
50.PTCL advertises its package according to the holy event of eid-ul-fitar. And also
no roaming charges for the people who go on Umrah to Makkah.
ENVOIRNMENTAL ANALYSIS
We can make the analysis report on the basis of the PTCL behavior in the competing
industry and effect after privatization and its competitor.
Industry and market analysisIf we look at telecommunication sector, then its now at its peak and as the world
become the global village, now mobile phone, internet and necessary for daily life.
Starting from weather to business information are available through the use of
internet. After privatization of PTCL the scope of telecommunication services has
increased.
If we analyze PTCL then after took over of Etisalat now the focus of new
management is to re-structure organization, to reduce the size of employees, and to
improve customer care because major chunk of PTCL business is landline customer
which is loosing due to wrong policies of customer care department and shifting to
wireless technology.
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If we analyze the telecommunication sector it is very interesting for many reasons.
Firstly almost all the telecommunication are kept limited within certain parameters
to avoid the conflict. e.g. CDMA was operational within certain area and outside
that area it can not work. This policy is adopted just to protect the GSM Industry.
Today after 3years to the launching of WLL in Pakistan, as on June 2009, 2.43Million
WLL subscriber are in Pakistan.
PTCL V is the leader with a market share of 59%. TeleCard has 23% of the market.
Worldcall Telecom has 15% share of the WLL subscribers. Great Bear International
Services (Pvt) Ltd (DIALLOG) has 3% share. Even though Diallog is a smaller player,
it has been praised in blogs because of its good customer service and it has higher
revenue per user (Rs. 600) than other companies. Since then, we have been seeing
a gradual decline in the revenues of that company this is where PTCL shows that it
has realistically a large scale and a huge experience base to be competitive among
other companies.
Competitor analysisHere in this part we will analyze the firms which are competing with PTCL product
and services. Although at the start PTCL possess monopoly but with the
privatization of PTCL now there are no restriction for establishment of private
network in competition with PTCL. And competition exists in all the products.
Major competitors
1. PTCL Land Line Connection (Still PTCL is enjoying monopoly because any
other company has not yet established landline network).
2. Ufone( against Ufone, the major competitors are Mobilink, Paktel, Warid,
Telenor)
3. V-Fone( major competitor is dialogue vire less connection).
4. Broadband Internet Service Provider ( competitors are Cyber Net, Sky Net,
Brain net, Digicom, Comsats, Info link and many others).
Their market shares
In terms of market share, PTCL’s declined from 64% to 59% over the last couple of
years but still dominates the segment. Telecard, the first company in the private
sector to explore the WLL segment, has a market share of 23% while Worldcall
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holds 15% of the market. Although competition has begun to heat up in the sector,
we believe the market has enough room to accommodate existing operators.
Their goals
1. Management of PTCL aims to change the mind set of its employee to
increase the shareholders wealth maximization.
2. Aim to satisfy the need of its clients.
3. Aimed to remain on the top of all the telecom services providers.
4. To provide service to its customer all over the Pakistan.
PTCL strategies
Now the management policy is to reduce heavy employees force and to minimize
the operating cost. The company’s new business corporate policy is more on
costumer satisfaction side rather on internal management benefits. The company is
likely to gain more business share from the market. Similarly the new management
of the company want to maintain steady and smooth relations with the trade union
of the employees. Because strikes from the employees trade union cause a loss to
the company and hinders company’s growth.
New management is now more focused on shareholders wealth maximization.
And another main focus is to introduce latest technology to increase its operating
capacity. Etisalats are more focused to bring again PTCL once again in the growth
phase and profit earning organization. As per the agreement with the government
of Pakistan it has stopped the internal privatization of employee till June 2007 but in
the long run it will reduce the huge number of employees to achieve cost efficiency.
PTCL’s main competitor is Wateen Telecom, parent company of Warid Telecom. And
PTCL has kept Ufone still with it to compete with the GSM competition of the other
cellular companies like Warid, Telenor, Mobilink, and Paktel.
Technology analysis
Technical methods that affect the industry
If we analyze PTCL in its old perspectives than we see that majority of work is done
manually. As globally the use of computer has increased now almost computer is
primary part of each and every organization. PTCL is also using latest and up to
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date technology to curtail the competition. For instance, in the starting of PTCL
majority of the work is done manually which is time consuming. But now all the
records and transaction are done on computer and record of each and every
transaction is stored.
I worked with PTCL for two months and I have found that majority of the financial
task are done at MS Excel. In order to achieve its maximum efficiency PTCL must
have to use customized software for efficient working. And now recently as a part of
management training program employees are offered SAP’s courses. This step will
definitely enhance the efficiency of the organization.
Secondly, PTCL is a service based industry. And it must have to satisfy its customer
in order to service. But majority of the people are complaining when they have to
deposit PTCL’s telephone bill. To facilitate them PTCL management has decided to
install its own kiosk where customers can deposits their utility bills round the clock
and there have not to stand and wait for long hours to deposit their bills.
Innovation
PTCL has taken certain initiative and their main purpose it to retain its market
share. PTCL is the only integrated fixed line telephone service operator in Pakistan
and is providing a wide range of services. And recently PTCL decided to provide withthe capability of providing a wide variety of portfolio of white Label Services. And
the purpose is to provide the wholesalers and operators their services under their
brand. The white label approach ensures that our carrier and value added service
providers are able to react to changing market dynamics quickly and offer bundled
services to their target segments in a cost effective manner without investing in
network or other elements of infrastructure. As PTCL takes away the challenges
faced by niche operators in managing networks, they can readily focus on customer
services, product management and sales and marketing functions to ensure thattheir “products’ are successful and are able to satisfy market needs.
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MY EXPERIENCE WITH PTCL
I have done internship with the MM&BB department of PTCL. It was a wonderful
learning experience. PTCL has a very efficient and effective MM&BB department. My
learning from my 6 weeks internship is narrated below.
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THE OVERVIEW OF MM&BB DEPARTMENT:
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Task Performed in MM&BB department during my internship period of 6
Months
1) Assist in administration of Broadband Student Package.
a) Provisioning of Institute registration Forms to the concerned Institutes.
b) Verification of Institute registration Forms from the concerned regions.
c) Addition of verified institutes in B&CC to be visible to our call centreteam and online form for the visibility at customers end. As theinstitute is updated they can check its visibility at our website.
d) Provisioning of Administrators rights to the Student PackageAdministrators.
2) Coordination with B&CC and Call Centre teams’ to resolve issues
pertaining to Student Package.
3) Compiling regional POS requirement and ensuring timely POS delivery
to the regions through MARCOM. Each region is called individually till
they confirm the receipt of the said material.
4) Monitoring of regional BTL marketing activities and its effectiveness.
The Customer facilitation Camps( CFCs) etc.
5) Updating in- hand inventory Level of Modems from the Regions time totime.The regions are called weekly to get the modems status from
that.
6) Coordination with the BNCC for the provision of IPTV and Broadband
data for the analysis/promotional purposes (SMS etc
The MM&BB department covers the following major areas:
The Multimedia and Broadband department is the fastest growing Broadband and the Smart TV.
Service provider in the country.
A brief description of MM&BB is explained below
1. MULTIMEDIA & BROADBAND
Key activities of Multimedia & Broadband:
• Manage internal teams for IPTV & Broadband content management.
• Oversee operational & commercial activities including: Risk management & mitigation;
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• Product development and packaging/tariffs; Market / Business intelligence and analysis;Commercial & financial management
•
Sub areas of Multimedia & Broadband:
• Content Management
• Coordination & Control
• Commercial planninga. Content Management:
• Manages IPTV & Broadband content buying
• Manages IPTV & Broadband content development
• Manages IPTV & Broadband content controlMM&BB Regional Team
Multimedia Broadband Department is divided in to the following regions across the country and
is leaded by a Senior Manager in each region as shown in below
Regions Auhorized Person Designation
LTR N Amir Mugheez Senior Manager
LTR s Mr.Muhammad Ilyas Senior Manager
CTR Mr. Ashraf Baig Senior Manager
NTR 1 Mr. Badar Zaman Senior Manager
NTR11 M Isa Khan Senior Manager
FTR
Mr. Munawar Ahmad
Khan Senior Manager
STRI Mr. Nayab M. khan Senior Manager
MTR Mr. Ajmal Khan Senior Manager
WTR Mr. Abdur Zahir Achakzai Senior Manager
ITR Nadeem Akhter Awan Senior Manager
GTR Mr. Tariq Siddique Senior Manager
RTR Mr. Ilyas Qureshi Senior Manager
HTR Moued-Ul-Islam Senior Manager
Karachi I Mr. Azam Khan Senior Manager
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Karachi II Mr. Niaz Sheikh Senior Manager
Sukkur
Mr. Abdul Hakeem
Ghunio Senior Manager
IDENTIFICATION OF MAJOR PROBLEMSWhile talking to the employees of PTCL and while doing my internship there, I could
identify Following Major Problems with the organization.
Falling revenuePTCL revenue has been continuously falling during the past few years. The reason
for this, as mentioned in the PTCL’s annual report, is claimed to be the Voluntary
Separation Scheme (VSS) introduced by PTCL where the employees are being
encouraged to retire before time and they are offering high compensations for
those who exercise VSS.
Job SecurityIn the past, PTCL has been encouraging the old employees to change their status
from Permanent Employees to Contract Employees. This resulted in one major
chunk of existing permanent employees to be converted to Contract Employees,
and another major chunk of new recruits to be hired as Contract Employees. This
resulted in giving PTCL’s management leverage over the existing burden of
employees and they had started firing the contractual employees to lay off the
burden. This resulted in employees feeling insecure about their job. Hence, the
operations of the company were drastically affected.
Bureaucratic Culture of the Organization:As we know that PTCL was started as a government organization in 1947. Since
then, it has developed itself as a purely bureaucratic organization. Even after many
efforts that are now being made to change the organization to more flexible and
efficient organization, the PTCL has remained its mark of being bureaucratic. Most
of the efforts have rather proved to be drastic because all such efforts have
increased the feeling of alienation of employees towards existing and new
employers.
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Loss of Market Share:Due to the entrance of mobile telecom companies in the telecom regime and due to
their latest technology and highly competitive pricing, the PTCL has lost its once
existing monopoly over the telecom sector of Pakistan. The share of PTCL is
continuously decreasing. Apart from the break of monopoly, there are several other
factors contributing to the decrease of the market share of PTCL.
High technical staff turnover:A huge chunk of most experienced technical staff was broken away from the
company by other competitor telecom companies. To add fuel to the fire, the VSS
that was introduced to lay off the burden of employees actually resulted in losing
the cream, or we may say the back bone of the telecom industry i.e. the technical
staff.
MAJOR FINDINGS ABOUT THE PROBLEMWith thorough study, observation and discussions with my immediate bosses, I have
identified certain factors that are causing the problems to occur.
1. One of the major reasons for the revenue to fall is the company’s strategy.
Considering itself to be the former monopoly holder and considering itself to
be the biggest telecom giant PTCL is only following “price and quantity”
strategy. Focusing only on the price and quantity of the product is not the
best policy in the current age where the customer is aware of the market and
its nit gritty.
2. The VSS scheme was recklessly made ignoring the fact that this may also
cause the loss of important employees. An in depth study should’ve been
conducted before launching such a scheme and a discriminated scheme
should’ve been launched encouraging only those employees who were not of
the interest of the company and discouraging the employees who wereimportant to the company to avail the VSS.
3. The new administration was focusing only on the revenue of the company,
completely ignoring the feelings, emotions and perceptions of the employees
about such new administration. The first impression the new administration
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gave to the employees of PTCL was not as such pleasant this has created a
gap between employee’s expectations and employer’s expectations
ultimately resulting in employee dissatisfaction.
4. The loss of market share was occurred due to 2 major factors. First reason
was company’s less interest in the innovation and second rather more
important reason was that the company’s loss of technical staff resulted in
delays provisions of products and services to the customers and delays in
rendering to the complains of the customer. That is why most of the
customer has switched to other alternatives.
5. The staff turnover itself, was due to inappropriate HR policies. The company
ultimately failed to provide satisfaction to the employees and hence the
employees ultimately left the organization.
CONCLUSION AND RECOMMENDATION:1. The company, in its product development strategy, should also focus in
product innovation and product quality.
2. The company, in its customer retention strategy, should keep into
consideration that the complains and orders of the customer should be timely
filled.
3. The company, in its employee value and retention strategy should focus on
the motivation of the employee and it should device strategies that would
develop a sense of belongingness of employees towards the organization.
4. All the employees should be treated equitably according to their ranks and
designations in the organization. It was observed that two employees of
similar ranks had totally different offices i.e. the facilities, comfort and
hygiene that is found in one office cannot be found on the other employee’s
office, and however both the employees were of similar rank. That increases
the expectancy gap of the deprived employee and he is ultimately de
motivated.
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5. As PTCL is still the highest revenue earning telecom company, the employee
packages , training and development programs, and other perquisites should
be healthy enough that can motivate the employee to stay in the company
and not to leave it at any cost.
6. As already mentioned, the administration should conduct seminars, concerts
and family dinners to enhance the understanding between the employees for
different departments as well as the employees within a similar department.
That will lead to a friendly environment and people will informally make self –
managed teams. This is how we can cut the roots of long existing
bureaucratic culture.
7. Lastly, I would like to suggest that the old building should be renovated and
the Central Air Conditioning system should be overhauled. The organization’s
outlook really reflects its expectations. If the look of organization is old, than
there is a chance that it could create the perception in the mind of customers
and employees that the organization is outdated.