Internship Report on PTCL (MBA HRM AIOU)

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Transcript of Internship Report on PTCL (MBA HRM AIOU)

Page 1: Internship Report on PTCL (MBA HRM AIOU)

"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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Appendices

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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Appendices

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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Appendices

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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Appendices

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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Appendices

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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Appendices

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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