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"In the name of ALLAH, most Gracious, most Compassionate".

UNIVERSITY OF EDUCATION LOWER MALL CAMPUS LAHORE 1

akistan Telecommunication Company Limited (PTCL) is the largest telecommunication company in Pakistan. This company provides telephony services to the nation and still holds the status of backbone for country's

telecommunication infrastructure despite arrival of a dozen other telcos including telecom giants like Telenor and China Mobile. The company consists of around 2000 telephone exchanges across country providing largest fixed line network. GSM, CDMA and Internet are other resources of PTCL, making it a gigantic organization. The Government of Pakistan sold 26% shares and control of the company to Etisalat in 2006. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public.

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Six years into a year century, the telecom sector of the world finds itself at crossroads, after changing itself almost beyond recognition over the last 20 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 an unprecedented pace. Although there has been phenomenal growth in Pakistan, especially in cellular mobile communication and in the internet, yet the tele-density remains almost stagnant.Telecom Sector of PakistanThe telecom sector of Pakistan has also entered into a new era. The monopoly of PTCL is

now over and the sector is moving towards liberalization. While liberalization and

competition are synonymous, the future scenario also poses some challenges to the market

dominance of PTCL. The company is ready to face this challenge and maintain its revenue

streams in the face of forthcoming competition.

HISTORICAL BACKGROUND

1947 Posts & Telegraph Dept established 1961 Pakistan Telegraph & Telephone Deptt. 1990-91 Pakistan Telecom Corporation 1995 About 5% of PTC assets transferred to PTA, FAB & NTC. 1996 PTCL Formed listed on all Stock Exchanges of Pakistan. 1998 Mobile(Ufone)& Internet(PakNet)subsidiaries established. 2000 Telecom Policy Finalized 2003 Telecom Deregulation Policy Announced 2006 Etisalat Takes Over PTCL's management


http://en.wikipedia.org/wiki/Etisalat

http://en.wikipedia.org/wiki/Ufone

http://en.wikipedia.org/wiki/Government_of_Pakistan

http://en.wikipedia.org/wiki/2006

http://en.wikipedia.org/wiki/Etisalat

http://en.wikipedia.org/wiki/Government_of_Pakistan

http://en.wikipedia.org/wiki/Pakistan

istory of TelecommunicationFrom the humble beginnings of Posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, to this

very day here is a story of commitment and vision. The history of telecommunication in the Sub-Continent is as old as the history of our slavery. In the subcontinent, before Independence this sector was under the Indian Post & Telegraph Department and developed as a successful industry.The role of telecommunication in Pakistan can be broadly divided into four phases: 1.3.1 Pakistan

HPost & Telegraph (P&T)This department started its telephone service with only 12346 telephone lines and seven telegraph offices all over Pakistan. All the telephone system at that time was manual. This department continued its business up to 1962. At the time of independence the postal and telecommunication services were performed by a single department known as Pakistan Post & Telegraph (P&T). The Government of Pakistan adopted the Government of India Telegraph act 1885 to control and direct the activities of telecommunication.

Pakistan Telephone & Telegraph (T&T)Pakistan Post and Pakistan Telephone & Telegraph (PT&T) under the presidential ordinance was the first step towards reforms in the telecommunication sector. It was made in 1962, when the Ayub Khan’s government decided to split up the P&T department into two separate departments. Director General headed this department. The decision making power was concentrated with the post of DG, while the responsibilities were delegated to General Managers and Chief Engineers throughout the organization. The PT&T were in fact a civil service department under the ministerial control. The PT&T organizational structure had 20 Chief Engineers and General Managers reporting directly to the Director General. The centralized structure of PT&T caused inefficiency in operations and long delay in implementing decisions. At the time of inception of PTC the total number of employees working in PT&T was 45686and the total network comprised of 922,000 telephone lines.

Pakistan Telecommunication Corporation (PTC)The government of Pakistan pursued the deregulation and liberalization policy in production and service industry during the decade. The major change in this regard was privatization and deregulation of many of the departments of government of Pakistan. The decade of 1990s brought about many changes in the economic structure of Pakistan. The objective was to reduce the burden of the government, minimize the bureaucratic influence and improve the efficiency of these departments.A major breakthrough in the history of telecommunication in the country occurred with the gradual deregulation and privatization of T&T. At the first stage Pakistan Telephone & Telegraph Department (T&T) was converted into a statutory corporation Pakistan Telecommunication Corporation. On December 15, 1990 the PT&T department was transformed into Pakistan Telecommunication Corporation with a legal identity separate from the Government. This change in the statute, introduced by the Government of Pakistan enabled PTC to move from administrative to contractual relationship with its customers. It provided the opportunity for the development of telecommunication facilities to an unprecedented level and also for an increased customer satisfaction.


our Bodies of PTCLUnder the PTC Reorganization Act, 1996 the telecommunication sectors was split up into four bodies.

· Pakistan Telecommunication Company Limited (PTCL)· Pakistan Telecommunication Authority (PTA)· National Telecommunication Corporation(NTC)· Frequency Allocation Board (FAB)

FPakistan Telecommunication Company Limited (PTCL)A company established to undertake the telecommunication business formally carried by Pakistan, is Pakistan Telecommunication Company Limited (PTCL). Pakistan Telecommunication Corporation (PTC) was transformed into Pakistan Telecommunication Company Limited (PTCL) on January 1, 1996 under Pakistan Telecommunication Reorganization Act, 1996 according to which PTCL took over all the properties, assets, rights and obligations of PTC.

Pakistan Telecommunication AuthorityPakistan Telecommunication Authority is a regulatory body responsible for monitoring the telecommunication business in Pakistan. It frames rules and regulations for private telecom companies such as mobile phone companies, Internet service providers, paging companies and pay card phone companies. It also issues licenses to the new companies entering into this business.

National Telecommunication Corporation (NTC)National Telecommunication Corporation (NTC) is responsible to provide the telecommunication services to the various departments of government and armed services.

Frequency Allocation BoardPakistan Telecommunication Company Limited is the primary provider of telecom services in Pakistan. The range of its services includes basic telephone, telegraph, fax, telex, E-mail, digital cross connect, Public data network, Internet, ISDN and other digital facilities. The total number of installed telephone lines (ALI) at June 30, 1998 was 35, 19,877 while the total number of actual lines in service (ALIS) was 26, 60,898. The difference between ALI and ALIS is due to pending and potential future demands.Industrial Analysis of PTCLPTCL is the exclusive provider of basic telephony in Pakistan with over 3.2 million telephone lines in service. Besides providing fixed line, value added and other ancillary services, PTCL owns subsidiaries that provide cellular and Internet services. Since its transformation from a public sector corporation into a publicly listed corporate entity in 1996, PTCL has implemented an aggressive restructuring program, the primary aim of which is to improve profitability through increased customer focus and efficiency and to prepare the company for the highly competitive environment envisaged once PTCL's exclusivity on fixed telephony expires in December 2002.Followings are the main subsidiaries of PTCL;PaknetUfoneTIPCTI


Mission Statement“To be the leading telecom operator in Pakistan, ensuring customer satisfaction using state- of-the -art technology, with a view to improve shareholder’s value”.To achieve our vision by having:· An organizational environment that fosters professionalism, motivation and quality.· An environment that is cost effective and quality conscious.· Services that are based on the most optimum technology.· Quality and time conscious customer service.· Sustained growth in earnings and profitability.

Vision Statement

To be the leading ICT Service provider in the region by achieving customer’s satisfaction and maximizing shareholder’s value.

Core Values· Professional Integrity· Customer Satisfaction Corporate Culture· Team Work· Company Loyalty· Corporate Culture

bjectives of the CompanyThe primary objective of Pakistan Telecommunication Company Limited is to provide telecommunication services to the people in the country or in short to

satisfy the telecommunication needs of its customers. Responding to the rapid economic and technological growth, the company is determined to meet the challenge of expanding needs of telephone and data communication such as public data network, integrated services digital network and Internet services. The major focus of attention is to improve and expand the services, minimize the faults and provide communication facilities to rural areas. It is also one of the major objectives of management that the company should not improve its performance but also encourage the private sector to enter the Tele business. The company has entered the domain of free market economy, which necessitates the liberal management policies and private sector. The following basic policy steps have been taken to meet the objectives laid in PTCL Act to expand and operate telecommunication services in the country. The main objective of any company is to earn the profit and minimize expenses by winning goodwill in the market. The objectives can be divided into two phases:§ Financial Objectives§ Marketing Objectives The following are the long-term objectives of the organization.§ Telecom services all over the country.§ Plan, establish and maintain telecommunication§ Acquire, promote and manage research and development , transfer of technology and software development including manufacturing of telecommunication equipment and plant§ Enhance efficiency, improve quality and expand the system to meet custom’s satisfaction and provide service on demand.§ Create congenial climate for binding of human skill and horizon of employees through training and education.§ Convert its cash basis single entry accounting system to accrual basis double entry system

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meeting the commercial international accounting standards.§ Launch consumer satisfaction survey.§ To introduce computerized directory assistance and complaint services reform billing and a revenue collection system.§ Strengthen relation with foreign international administration, entities, services providers, international and regional telecom organizations for better international communication and technical cooperation in telecommunication business.§ Expand customer awareness of all value-added services of PTCL.§ To improve the efficiency of Customer Service Centers by deputing qualified persons who are well aware of public relation techniques.§ To introduce new services of audio Tex and video conferencing for the business community.Brief History of PTCLPakistan Telecommunication Company Limited (PTCL) was incorporated in Pakistan on December 31, 1995. It was established to undertake the telecommunication business formerly carried on by the Pakistan telecommunication corporation (PTC), the business was transfer to the Company on January 1, 1996 under the Telecommunication (Reorganization) Act, 1996 at which date PTCL took over the properties, rights, assets obligations and liabilities of PTC except those transfer to National Telecommunication corporation (NTC), Frequently Allocation Board (FAB), Pakistan Telecommunication Authority (PTA), and Pakistan Telecommunication Employees Trust (PTET). The Company also commenced business on January 1, 1996.Privatization of PTCL Saturday, the 18th June 2005 was an important day in the history of PTCL, which witnessed the successful sale of 26% strategic shares to Emirates Telecommunications Corporation “Etisalat” For many, the process of PTCL Privatization might have been a routine government affair, but factually the process has been a long drawn and an arduous one.The Strategic ScaleThe issued share capital of PTCL is PKR 51,000,000,000, dividend into 51,000,000,000 ordinary shares of PKR 10 each, of which approximately 3,774,000,000 are “A” ordinary shares and 1,326,000,000 are “B” ordinary shares. In simple terms each “B” ordinary share carries four votes and each “A” ordinary share carried one vote. In respect of dividends, voting rights on all matters (other than election of directors) and all other rights as shareholders, there is no difference between “A” ordinary shares and “B” ordinary shares. Meaning thereby that the strategic investor after obtaining 26% of shares (all “B” shares) would manage the affairs of the company, but its share in the dividend would remain 26% while approximately 12% would go to the current investors in the market and 62% to government’s kitty.The process: Historical PerspectiveThe privatization process for the sale of PTCL 26% strategic shares commenced in the year 1998 when a consortium comprising Goldman Sachs. Global Securities Pakistan Limited Analysis, Allen & Overy and Rizvi, ISA & Co (collectively the “Financial Advisory) Consortium” or the “FAC”) were hired by the Government of Pakistan “GOP” for this transaction. However, the transaction was impacted by the sanctions imposed on Pakistan in the after match of nuclear detonation in 1998. In the year 2001, JPMorgan joined the Financial AdvisoryConsortium (FAC) and took the lead on marketing and executing the transaction. The years 2001-2003 witnessed the transaction being aggressively marketed. However, the process could not be further progressed because Pakistan was not perceived as an attractive investing


destination primarily due to post 9/11 implications. This notwithstanding, preparation for due diligence i.e. Data Room updating and Information Memorandum (IM) were almost completed by August 2003 but the transaction could not proceed ahead as 2 out of 3 pre-qualified bidders did not proceed further. Meanwhile, during November 2003 to May 2004 there were serious discussions and considerations at the Ministry of Information Technology “ MOIT” and Privatization Commission (PC) on PTCL restructuring i.e. unbundling the local loop. After a protracted debate on various options the president of Pakistan decided in November that PTCL should be sold as an integrated entity.Paknet LimitedPaknet is a fully owned subsidiary of (PTCL) and is registered as a public limited company with its strength of 371 employees, 40 pops (point of presence), 20% market share, and accessibility from 2000 cities. Locations, it has become the largest ISP in Pakistan. Services of Paknet include Dial up as well as DSL internet, which is a plan to extend to 15 cities. VPN, WAN,/LAN, solutions and value addition services, like web development , web hosting and consultancies. It also provides data communication solutions via VSAT, Frame Relay/VPN and Radio. In additional to this Paknet also provides Digital Switching Equipment.Paknet posted sales revenue of Rs. 264 million in 2003-04 as compared to Rs.395 million last year. The company suffered loss after tax of Rs.112 million in the year 2003-04.Year of Establishment: 2000Shares: PTCL 100%Business: Operation of Internet/E-mail, Information Technology services

epartments in PTCLThere are different departments in PTCL. I have worked in marketing department as an internee. The working of main departments of PTCL is mentioned below:

2.1Finance DepartmentOn the basis of different functions, performed by PTCL’s Finance department, the department is divided into three sub-department:1. Revenue Department2. Accounts Department3. Finance Department · Revenue DepartmentThe Revenue Department is responsible for setting a target of revenue being achieved during the year, making action to achieve the desired target and collecting of revenue earned. This branch is also concerned with the issue that may affect the revenue in one or the other way.1. Domestic Revenue2. International Revenue3. Corporate RevenueØ Domestic RevenueThe first source of domestic revenue is domestic billing that includes line rent and local call charges etc. Secondly domestic revenue is earned through renting and leasing of exchanges.Ø International RevenueThere are two International Gateway Exchange (I.G.E) of PTCL, one in Rawalpindi and the other in Karachi. An agreement, total Accounting Rate countries and the currency used for this purpose is special Drawing Rights (S.D.R). International revenue is collected in Nostro account of New York (USA) from all over the world.Ø Corporate RevenueOther then domestic and international revenue, PTCL is also earning corporate revenue

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through:1. PTML-Pakistan telecom Mobile Limited (Ufone)2. VAS-PTCL calling cards etc.3. Paknet- Internet Services provider4. TIP-Telephone Industries of Pakistan5. CTI-Carrier Telephone Industries6. Financial Investments are contributing a major role towards corporate revenue.· Accounts DepartmentThe Accounts department is responsible for all accounting, record of keeping, publication of accounts, audit, employees compensation, inventories recording, fix assets accounting, complete accounting system and internal control, pensions and direct taxation.· Finance DepartmentFinance Department is responsible for the budgeting, planning and transaction relating to income and revenue, expenses, pricing control funds and treasury measure and direct taxation.2.2 Communication DepartmentThe communication department of PTCL is controlled by senior executive vice president, who looks after four different departments:

1. Marketing Department2. Sales Department3. Business development Department4. Public relationsMarketing DepartmentThe Marketing Department adopted a proactive role in introducing marketing techniques for retaining current customers and attracting new ones. Marketing department check that what are the existing products, what are the provisions for new products and the development of these new products?Sales DepartmentSales department is responsible to increase the sales of different packages. Employees in the sales department check that where sales are possible and how much potential is in the market. Sales person check new places of potential where they can increase their sales. They develop distribution network and use different media vehicles to increase their sales.Business development DepartmentBusiness development department is responsible to develop products for corporate sector. They look for Prospects for new business, making sales presentations and few other tasks. Reporting and analytic support to address business strategies and product development that provide for solid business intelligence solutions environment and infrastructure. They target corporate sector/companies not general public.Business Intelligence DepartmentThis department checks the trend and traffic in PTCL own services in market and also check what is the effect of competitor action on the services of PTCL. For example, there is need to check the traffic of calls by customers, and at what time there is maximum usage.Assure that the performance of the data warehouse environment is performing optimally through the use of capacity planning, and systems monitoring.Lead the effort to analyze business needs and data, subsequently establishing, documenting and implementing a consistent analysis methodology and use of resources across the organization. Ensuring sound requirements definition, specification and scope definition processes are upheld through reporting & analysis processes.


On the behalf of these analyses, management takes the decisions regarding the PTCL services and can response to competitors’ actions. These analysis and data are only available on intranet and for internal management use only.

Public RelationsLike all other departments of PTCL, the role and responsibilities of the Public Relations Department has also taken on a new dimension after the onset of Telecom Sector deregulation. Public Relations Department of PTCL is engaged in the Company’s image building activities through road shows close, circuit television, hoardings & billboards. The public relations department ensures publicity of company’s policies and activities. Press

releases, articles, and write ups are published regularly in the print and aired by the electronic media. To enhance the company image and counter negative news item, clarifications and rebuttals are promptly issued by the PR department. The PR officers based in major cities also helped in image building across the country2Marketing DepartmentPTCL realizes its position as a dominant market player and hence successfully played its role in the year 2003-2004 with an aggressive approach towards communication strategy and pricing of products & services. The Marketing Department adopted a proactive role in introducing marketing techniques for retaining current customers and attracting new ones. Marketing department check that what are the existing products, what are the provisions for new products and the development of these new products. Marketing department explore and modify existing products, position these products after modifying, use promotional tools and do advertising of their new products and also do budgeting.4.2.1 Advertising AgenciesPTCL has following advertising agencies on its panel.

1. Orient2. Interflow (rebranding of PTCL done by this agency)3. MPL4. Evernew5. Midas6. Maxim7. Brand Partnership4.2.2Tariff RationalizationAn extensive tariff study and analysis of the big telephone operators working in the developed world was conducted by the Marketing Department during 2003-2004. This resulted in significant reductions in both tariffs and charges throughout the year. Installation charges (both rural and Urban), line rent, Nationwide and international call tariffs and


Bandwidth rates were resultantly decreased. Massive marketing campaigns, based on strategies recognizing the target audience and application of advertising tools that generate the greatest responses, were launched in both urban and rural areas to attract the maximum number of customers.4.2.3 Product LaunchesDuring the year 2003-2004 PTCL Prepaid calling card with the advanced features was relaunched. Launch of PTCL Phone Bill card based on IN platform, bill payment facility via ATM Machines and prepaid telephony PTCL Aasan prepaid phone were also launched using various media, along with above and below the line activities. V-wireless and green lifestyle was also launched during 2005- 2006. Currently PTCL is working on blue lifestyle, red lifestyle and yellow lifestyle packages.4.2.4 SurveysPTCL marketing team has started gathering customer feedback through extensive surveys. This important task is an ongoing activity being carried out by the most reputable research agencies of the country. Key surveys/research studies are conducted to take customer opinion through DSL market assessment survey, multimedia and cable TV study and customer migration survey.4.3 PTCL Services (Corporate and Consumer Services)4.3.1 Wire LineVoice Telephony: Basic voice telephony service is R2. 210 plus tax charged as monthly rent. Approximately 5.8 million subscribers.4.3.2 Life Style Packages:Green Life StyleWeekend Package; Rs. 250 plus taxes, for NWD calls during weekendRed life StyleFor new accusations and special plansBlue Life StyleFor ISD packagesYellow Life styleFor local Call and Internet PackageAlmost two years have passed and the numbers of customers for the Life style package are almost 46000.4.3.3Digital facilitiesTheses facilities are available on land line telephonyCall transfer (FOC)Allows you to forward you land lines number onto a number of your destination or a cell phoneCall Waiting(FOC)Code Barring(FOC)Customer can prevent misuse of their telephone with the help of code barring facility. This can be changed by the customer if need arises.Hot LinesThis service enables customer to be contact just by lifting the hand set & withoutdialing the number. System automatically dials a preprogrammed number (after 5Seconds delay), most appropriate for frequently dialed numbers.Abbreviated DialingDial a short number (single digit) to get desired number. A maximum of 10 suchNumbers can be registered.Don’t Disturb


Activating of this facility will stop all incoming calls for a pre determined timeSlot. This will allow customers to be in peace if he does not want to be disturbedduring such time. The caller will get a pre recorded message.

Absent CustomerA Customer with this facility may inform the calling person about his non availability at that time. This calling person will get an announcement or a special tone.Wake upRinging of a customer telephone is initiated at the fixed time. In case Customerdoes not answer the ring at the first offering, subsequent rings will follow after 5minutes.· CLICLI allows you to identify the caller before picking up the phone. The customer can check obnoxious calls and keep the complete record of all incoming/outgoing calls with time and date to take any action.4.3.4VMSVoice mail services will be available on land line shortly. Activation shall be free of costs. Charge a local call for messages retrieval. The service will increase call termination on land line network.4.3.5V-FoneIt is a basic Voice telephony for local, NWD, ISD calls. Wireless phone connection Rs.2000 connection and set call charges same as line. V PTCL is a wireless phone service based on CDMA 2000 as technology. It offers all the services of a tradition land line including short messaging services (SMS), caller line identification (CLI), phone book, call waiting, call transfer and high speed internet facility along with being semi mobile. Daily line rent is of 7Rs.4.3.6Calling CardsPTCL launched Rs.100 denomination Prepaid Calling Cards with advanced features. By the end of June 2006, record sale of Rs. 400 billion has been recorded on account of prepaid calling cards.PTCL 17 DirectoryPTCL subscribers List (Data phone number with addresses)PTCL 18 ComplaintPTCL phone complain service4.3.7Aasan Prepaid Telephony“Aasan” phone is a landline prepaid telephony service, launched in May 2004. The prime objective of this service is to facilitate the customer in getting a new connection with minimal documentation. Aasan cards are available in Rs.500. Rs.1000 and Rs.2000 denomination. Daily line rent is of 7Rs.PTCL Wire-line PayphonePTCL provides wire-line payphone service to its end users through its Wire-line Payphone Operators. The end user can obtain a Wire-line payphone set from a Wire-line payphone operator.Security Deposit for each payphone connection Rs.2, 500/-Local call Rs. 1.20/5 min.NWD call Rs. 1.20/min.Line rent Rs. 87 for billing up to Rs. 500No line rent for billing over Rs. 500Features


The features of wire-line include:superior quality voice,availability of fax service,no busy network,no voice disruption,much cheaper local call as compared to mobile of duration of five minutes,Reliability.Starting a PTCL Wire-line PayphoneTo start wire-line service, the operator has to obtain payphone license from PTA and sign Payphone Service Agreement with PTCL.Phone n Net (New)Phone net is a new service by PTCL whose purpose is to provide the availability of internet any time without prepaid card charge. Here customer need not to charge the prepaid card like in Vfone,rather phone number will be used as username and password and it will be charged to the bill of phone.PTCL conduct the market survey of internet cards for the launching of phone-net and for Rawalpindi, I was given this task.FeaturesØ Direct internet AccessØ No scratch card neededØ Balance never finishesØ No Expiry or forced usageØ Don't have to pay up-frontØ Flat rate of Rs. 0.10/min. (conditions apply)Ø Code barring to restrict internet accessToll Free-800It is a toll free service starting with 800. A service for corporate clients for establishing domestic and international call centers. This service is available to corporate customers and call centers for their customer’s convenience. The number of subscribers stood approx.700 at the end of financial year showing a significant growth in subscribers from the past year.Premium rate service -0900A service for corporate customers they advertise their numbers for which a premier call rate charged. Mainly used by clients conducting live talk shows and are gathering customers feedback. 0900 numbers are used throughout the world to provide information via telephone at a premium rate higher than regular call charges. Five more operators signed agreements with PTCL in the year 2003-2004 bringing the total to thirteen.Virtual Private Network (VPN)A corporate service for our corporate clients, having operations in different cities. VPN provides a private telephone network linking their offices in different cities onto one network where cost of communication between the different cities in significantly reduced just like PABX. VPN is an intelligent network in service which allows an organization to private network using its current PTCL lines without requiring the installation of dedicated network resources.Audio Conferences ServiceAnother corporate service where our corporate clients can have a conference call amongst their various offices. There are 920 clients by the end of year 2006.Universal Access Number (UAN)UAN service is ideal for organization engaged with marketing of products or services. It consists of 6 digits proceeded by 3 digits code of 111, common to all UANs. It can be


accessed from other cities from dialing the area code first. There has been a steady increase in the UAN subscribers due to its better quality of service and positive effects on the customers businesses, as well as, user convenience.For example: 051-50-502020UAN is easier for customer to contact you by dialing a simple number. Its quick and easy access to make queries and complaints increases customer satisfaction. Customers are increasing aware of the benefits of doing business by phone because it is time saving and both convenient and cost saving.Universal Internet Number (UIN)Due to the boom in telecom sector ISPS continue to mushroom all around the country. UIN is a number starting with 131 used for accessing the Internet. The call dialed is charged as one local call irrespective of its duration. Number specifically allocated for ISP operators. 131 numbering schemes for internet service providers represent 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. The service, function’s under single metering billing system. The benefit of the service goes to the end users, who happen to be any ISP customers. Once subscribed, the service means timeless communication for your customers. Once subscribed, the service means timeless communication for your customers, allowing them to pay for a single call irrespective of its duration.PTCL Broadband (DSL): (New)The term "broadband" refers to a communications technique for transmitting multiple simultaneous data channels.Broadband Internet services (specifically cable modem and DSL) bring high-speed Internet connectivity to homes and small businesses. Millions of people already subscribe to broadband InternetTelecommunication revolution is taking our world by surprises. While it took global telecom development over100 years to reach 1,000 Million customer marks for fixed line telephony service, it took only about 20 years to reach the first billion mobile users. so fast that second billion signed up in just a matter of three years and the third billion may take even less time.This is the pace and tempo of growth and telecom landscape change. The new wave of high speed internet, the broadband penetration, is likely to follow similar trends in next 10-years in the world. However, the broadband which will be a powerful tool for economic growth will need much support from the government as policy maker who has to set vision and resources for growth. If, we have look at Mobile telephony, internet and broadband, we find that these are becoming integral part of today's life and especially a life style for the young.Shift towards Broadband:The Next Big ThingThe next phase in digital revolution which has already started happening is the swift shift from low-speed internet to real high speed broadband information and data networks that leverage strength from both fixed and wireless transport and access alternative methods.Broadband internet connection has become one of the most profound communication developments ever the demand for high-speed internet connections is set to continue and future would see a big boom. There are about 250 million fixed broadband users today and by 2010 credible forecast depict the number growth to reach to about 1.2 billion

DSL is a family of related technologies that bring high-speed network access to homes and small businesses over ordinary telephone lines.PTCL is now the leader in consumer broadband in Pakistan, leading the country into 21st century. There are options of 3 plans to meet bandwidth needs.


DSL-256Kbps Limited Access Rs. 1,199 / month, 2GB VolumeDSL-512Kbps Limited Access Rs. 1,999 / month, 4GB VolumeDSL-1Mbps Unlimited Rs. 4,999 / month, unlimited download, Free Modem4.5. Other Services· Bill Payment FacilitiesPTCL is in the process of offering convenient bill payment solutions to its customers. Steps taken in this direction so far include:· Phone Bill Cards.This convenient mode of bill payment was launched in January 2004. It facilitates customers in making payment of their phone bills through these cards from their own telephones. These are available in denominations of Rs.300, 500,700,1000, and 2000.

· Electronic Bill Payment FacilityAgreements have been signed with Askari Commercial Bank and Muslim Commercial Bank for collection of bills through ATMs. Discussions for similar agreements with other banks are underway. Infrastructure and operational base for services like Free phone, Home Country Direct (HCD) and Televoting has been complete.· PTCL-Pakistan Post office (PPO) Agreement for Bill CollectionPTCL signed an agreement with PPO so that PTCL customers can pay their phone bills at more than 3000 branches of PPOs and GPOs throughout the country. This facility is in service now and is providing convenience to a large number of people.Tasks Assigned to me:On my first day of internship, first of all I gave the joining to Mr. Dawaar GM Marketing. GM Attached me to Product manager Mr.Usman Ali Khan. Mr. Usman gave me to do some work on Excel Sheet which was entries of activation and deactivation of Green Lifestyle Package. In the first week they explained me the working of marketing department and gave me information about different packages. In that first week, I got an opportunity to conduct a market survey fro the upcoming service. PTCL is going to launch a new service to its customers named as" Phone-net" for that service there is need to conduct all Pakistan survey about internet cards. For Rawalpindi, I was given the task to conduct it. After collecting that data, I compiled that data and prepared a summary of data.During the next two weeks of internship he handed over me to advertising agency "Interflow" which was responsible for rebranding of PTCL where I got a wonderful exposure of advertising agency. For Two weeks I joined them regularly, and fro next two weeks I used to go there after noon after working in PTCL.After that in 4th week, they assigned me a task to do the data entry of sales. Here I Was attached with the Miss Shama who is responsible of handling sales of FTR region.In 5th week, I worked in advertising section for a week. Here I was attached with the Mr. Mushtaq Assistant Deputy Manager advertising. I helped him in compiling the work orders for the advertising agencies.SWOT AnalysisStrengthsStrong networking of PTCL is its major strength that is of competitive advantage.High Profit margin of the company, in 2003 it was 34.4% and in 2004 it is 39.4%. The 2005 operating profits are 36,363 millions. Operating revenue75, 972 millions.· The PTCL, Pakistan’s second-largest listed firm, it earned net profit of Rs8.37 billion in the six months to December 31, 2006, 22.71 per cent lower than Rs10.83 billion in the year-ago period.(source:http://pakng.wordpress.com/2007/04/10/ptcl-asks-pta-who/)


Strong Research & Development Department.Efficient chain of command. There is clarity of “who answer to whom”.Good liquidity ratio.Strength of PTCL is to offer a round the clock service to its customers to ensure their satisfaction.PTCL human resource, infrastructure and nation-wide reach have been our strengths throughout and will remain to be. We are already there where no one has gone before. PTCL is practically everywhere in Pakistan even where there no electricity and other communication facilities available. (By SEVP Operations and Corporate Maskoor Hussain)WeaknessesSource: http://www.jbic.go.jp/english/oec/post/2006/pdf/project30_full.pdfTable shows the ROA increases up to 2004 but in 2005/06 it deceases little bit. The liquidity ratio also falls in 05-06. Capital Adequacy ratio also falls in 05-06.Deregulation of the telecommunication sector is likely to lead to a fall in the revenues of PTCL in the short term. However, the policy makers believe that PTCL would stage a comeback by 2007 in all areas. PTCL may experience some loss of market share to competitors, customers’ dissatisfaction, poor customer services by PTCL, erosion of revenues and then profits in the short to medium term. Various analytical simulations models run by PTCL and the consultants show that the impact can range from marginal to substantial. The government being an 88 percent shareholder of the PTCL may be similarly affected.There is already uncertainty about the international revenues of PTCL due to continued declining trend of the international “Total Accounting Rates” (TAR) (PTCL’s share of TAR – the settlement rate declined from about 60 percent to 20 percent per minute in the period from 1997 to 2002) resulting in net annual PTCL proceeds declining from about $370 million to $260 million despite substantial increase in international incoming traffic.Currently, PTCL is under pressure from its bilateral international carrier partners for reduction in settlement rates. As such, PTCL is already facing the prospects of reduction in its profitability even if deregulation does not take place. It is feared that the natural decline in PTCL’s revenue and profitability may not be well understood and the entire impact may be attributed to deregulation.The no. of employees working in different branches is more than required. We can say that there is over employment in PTCL.Human Resource Department of PTCL is weak.Lack of co-ordination.Growth in fixed line sector is slow as compare to mobile sector.Political Influence.Misuse of office fixture.Absence of technical staff especially broadband DSL.The implementation of rules and polices are not assure and there is lack of audit control.OpportunitiesSatellite communication.Etisalat 26% stake in PTCL could lead to fresh investment boost and possible expansion of PTCL network.Making investment decisions.Employees training programs.Hiring of qualified HR Staff.Exploration of small cities.Technological advancement.


Overall computerized system.The revenue can be further generated through better marketing strategy.ThreatsCompetitors.Economic conditions. In strong economic conditions the growth of business is very frequent. The poor economic conditions increase the inflation rate, which is a threatening factor. Political climate in Pakistan in uneasy because of regional tensions, which may have a detrimental effect on potential investment from overseas and consequently network expansion.

ConclusionPTCL accountings and financial system for planning and controlling the activities are satisfactory. But it needs the strict implementation of its policies.Privatization of company would improve the working of organization and its overall efficiency. New partnership Eitisalat is trying to enhance PTCL status in the Telecom sector and further strengthened the existing strong bands of friendship between Pakistan and UAE.To keep the leadership position in the telecom sector, it is important that PTCL continue to set high standards for the others to emulate. PTCL have come a long way and have a long way yet to go but it is committed to” making it possible”, and now trying to give the feelings of “feel the differenceFor PTCL, re-branding initiative can only have any sort of meaning if it is aligned with proper rationales and concrete change. An image cannot be purchased, it must be built. Without a constructive attitude, change, PTCL goals will become meaningless.It is not about making superficial changes, but the need of today is for substantial reform. This change must be followed by superlative services, good customer service, and dedicated people. Otherwise the rebranding initiative will be reduced to meaningless slogans, images and sound bytes. So for authenticity to be deeper than promotional claim, brands cannot solely be the preserve of the marketing department.PTCL must have to introduce automation in its processes and improve MIS system. In wake of change of corporate orientation from engineering to commercial each employee will have to change his attitude the way he works accordingly. PTCL will have to open up to reality and the changed world outside to grab business share. New challenges require new approach from PTCL. Everyone will have to gear up to achieve better customer satisfaction.

So PTCL has to do is to bring about a positive change in attitude and mindsets of each and every employee. Improved customer services and launch of new products is the only way to survival for PTCL. Every employee of PTCL is its Marketing person and ambassador of the Company. By changing in attitude it can contribute to company in particular and to the society in general.Recommendations1. There should be screening of employees because the no. of employees working is more than required.2. Company should emphasize on after sales services since it is necessary to compete its competitors and to retain its leadership in telecom sector.3. The HR department of the company is not playing an effective role. Proper arrangement should be made for professionals by issuing detailed job description and job specification to get maximum profit from them.4. Company should decrease its line rent because in present competitive environment company can retain its customers through this strategy.


5. Overall system should be computerized to save time, money and resources of company. PTCL must have to introduce automation in its processes and improve MIS system6. The customer services should be improved and must be provided to customer in time. Its take long time to have the PSTN phone. The salaries of line man should be reasonable so that customers can get the phone without any trouble.7. The technical and installation team for broadband is insufficient; the need is to have more experts to satisfy the customers’ requirements of broadband.8. There are lots of complaints of Lifestyle package and to handle these complaints no proper person is there, the product manager deals with these complaints. There is very much need to remove the problems faced by these life style packages.9. Strong emphasis on marketing to compete with competitors. Marketing of cellular companies is much stronger than PTCL. Features provided by the company to its customers should be recognized which is possible only through strong marketing efforts.10. Exploration of new areas, not having connections, is required. Most of the cellular companies are trying there best to occupy those regions where landline connections are not available. So to increase the number of customers and to avoid the decreasing profitability, to increase the EPS and regain the image in the mind of Consumers Company should emphasis on the exploration of new areas.


FIRM CUSTOMERS

1. SERVICES FOR CONSUMERS

These customer are households. And the nature of connection that install at home

accoerding to it and charges are chared from them according to domestic level.

2. SERVICES FOR CORPORATE CUSTOMERS

These are busniess customers such as Firms, Busines Organizations, Instutions, Public

Call Office, etc. Differenet packags are given according to the nature and size of the

Orgnaization.


1- PRODUCT & SERVICES


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 consumers2. Services for corporate customers

1- 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 provided fixed-

line telephony in the country. So whenever, any Private business concern or any

individual needs a new telephone connection 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 thephone.

PREPAID CALLING CARDS:

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)

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.

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

PREPAYMENT TELEPHONY SERVICES (PPT)

With the changing trends most telecoms 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.

2- 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 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 Products Stock Brokers 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.

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.

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.


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.

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.


ISDN BRI/PRI

It is a near broadband experience suitable for household and small/medium sized

organizations.

CUSTOMERS VIEWS ABOUT PTCL PRODUCT AND SERVICES

How are the firms product or services percieved?

Usually PTCL is the largest and monoplistic firm in nature, according to customer point

of view there is no competitor who is providing the facilities and services like PTCL

because of these reasons:

Majority of customers are using services of PTCL in pakitan Wide Network High Speed Internet Provider Wide Range of Facilities and Value added services

What are the strengths and weaknesses of the 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

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


Are there any opportunity for PTCL?

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 intechnology and networks

2- PROMOTION

PTCL is using following components of promotional mix for the promotion and

Publicity of its product/services.

ADVERTISING:

In promotional mix, PTCL’s main stress is on advertising in print and electronic media.

PTCL periodically places its advertisements in print media on services like “H/Qs

hotline 0800-44544”, “Caller line identification (CLI)”, “Voice Messaging Service”,

“Digital Facilities”, “PTCL Prepaid Calling Cards”, “Inquiry 17”, “Complaint 18”,

phone bill cards prepaid telephone etc. to remind the customers of these services.

Sometimes, corporate ads are also released to print media to mark special occasions.

PTCL’s Commercials on “Prepaid Calling Card”, “CLI”, “Voice Messaging”, “Digital

Facilities” etc. are also broadcast immediately on electronic media as reminders toCustomers.

SALES PROMOTION:

PTCL charges 1/3rd rates on national calls from 06:00 pm – 07:00 am and local calls are

free from 11:00 pm to 06:00 am to promote the usage of its telecom network. Moreover,


PTCL offers special rate packages on special occasions like Ramadan Package and EID

package, which offer customer reduced rates for specific timings.

For Example, In EID Package PTCL charges half rates from 6:00am - 6:00pm and

quarter from 6:00pm – 6:00 am to attract customers to use its telephone service. These

rates result in increased revenue for PTCL and also facilitate the customers to talk to

their near and dear ones on these special occasions on affordable rates.

PERSONAL SELLING:

As PTCL is enjoying monopoly in fixed-line telephony, the Company has no

Professional sales force because the company has not felt any strong need to use the

Services of a sales force for increasing the sale of its products. At the moment, PTCL’s

Customer Services Centers are playing the role of sales outlets. Customers can make

telephone calls; send fax messages from these Customer Services Centers. They can also

get connected their telephone bills and get duplicate bills from these outlets.

However, with the establishment of Marketing Department in PTCL, The marketing

professionals are now in the process of inducting professional sales force for the

company.

HOW DO THE CUSTOMERS LEARN ABOUT THE FIRM’S PRODUCT AND SERVICES?

Majority of the customers learn about the firm’s product and services from the

newspapers ads, franchises and closed one’s.


WHO ARE COMPETITORS?

HOW WOULD YOU IMPROVE THE FIRM’S COMMUNICATIONS ACTIVITIES?

1- More focus on electornic media instead of print media because there is war of elctronic media now a days.

2- Use cyber network for promtion


3- PLACEMENT

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, 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

Optic Fibre System Islamabad, each headed by a General Manager to install, operate and

look after optic fibre systems/cables. In each District and Tehsil, an Exhchange,

Franchisor, Call Centers, Customer Care Centers are available to facilitate the customer

needs.

WHAT IS THE NEED OF CHANNELS FOR THE PRODUCT AND SERVICES OF THE PTCL?

Firm point of view

1- Easy availability of product and services to the customers2- Easy availability for providing basic services and value added services3- Easy complaint handling4- To cover target market

Customers Point of view

1- Easy availbility of Product and Serivces 2- Time and Money saving


3- Fast Service System and Resolve ConflictHOW WOULD YOU IMPROVE THE CHANNEL ACTIVITIES?

Try to convert your traditional channel into remote channel, and install connection on

just one call of customer.

4- PRICE

Being a government organization, PTCL is not authorized to determine the prices of its

products itself, the Telecom Regulator Authority viz. Pakistan Telecommunication

Authority (PTA) fixes the prices of telecom services. The process is such that whenever

PTCL intends to increase or reduce the rates of its services, it submits its Proposal to

PTA for approval. PTA then calls consumers’ representatives, journalists and other

interested groups for discussion on the proposal. After listening to the viewpoints of all

the interested parties, PTA gives its decision. If PTA approves PTCL’s proposal, the new

rates are enforced. It may be mentioned here that telecom technology is only technology

whose rates are on the decline with the passage of time. PTCL also rationalizes its tariff

with the passage of time. Tariff rationalization process started in 1997 as part of GoP

Telecom Sector policy for privatization of this sector. It was mainly focused on

rebalancing the domestic process like NWD, international, local call, line rent etc.

Rebalancing is completed by the end of 2008 (as per Tariff rates) with the objective to

position PTCL for competition.

HOW DO THE CUSTOMERS CHANNEL REACT TO THE FIRM’S PRICES?

Customers react positively due to monopoly of PTCL so they give purely positvie

response to the prices of PTCL.

ARE THERE ANY ACTIONS THE FIRM TO SET ITS PRICES CONSISTENTLY WITH ITS STRATEGY?

PTCL rationalizes its tariff with the passage of time in order to beat the competitors.

IS THE FIRM USING ANY MARKETING THEORY TO AFFECT CUSTOMER PERCEPTION OF ITS PRICES?

PTCL charges 1/3rd rates on national calls from 06:00 pm – 07:00 am and local calls


are free from 11:00 pm to 06:00 am to promote the usage of its telecom network.

Moreover, PTCL offers special rate packages on special occasions like Ramadan

Package and EID package, which offer customer reduced rates for specific timings. For

Example, In EID Package PTCL charges half rates from 6:00am - 6:00pm and quarter

from 6:00pm – 6:00 am to attract customers to use its telephone service. These rates

result in increased revenue for PTCL and also facilitate the customers to talk to their near

and dear ones on these special occasions on affordable rates.

5- PHYSICAL EVIDENCE

EXTERIOR

PTCL built very good and attractive buildins of its offices as well as its frenchises in

order to attract the customer and as a physical evidence.

INTERIOR

Interior as well manage but not as like its competitor like moblink, telenor there

frenchises are well mange internally and attractive there internal enviornement as too

much attractive and an educated stuff is present there in order to facilitate the customers

but in PTCL frenchises mostly not manage in region like Multan. But well Manage In

Big cities like Lahore And Islamabad.


http://en.wikipedia.org/wiki/File:PTCL_phone_shop.jpg

There technical equipment are imported from England and Japan. There is huge

networking of intra net as well as extra net in PTCL.

BLUEPRINTS OF PHYSICAL EVIDENCE OF PTCL

Physical Evidance

Its attractive building from outside the customer atrracts automatically towards its and

wants to know about its products.

Customer Action

After seeing the building customer move in the building for getting information.

Line Of Interaction

Customer will meet the guard or gate ceeper at the door of the building which is the

enterance.


On Stage Encounter

When customer enter in to the customer care center of frenchise an customer information

officer is setting at start of the office who give the information of related officer

regarding the problem which a particular customer having.

Line Of Physibility

All the staff from manager to lower staff who are controling a specific branch are

showing the line of physibilty.

Back Stage Encounter

All the equipments and staff that are controling networks of PTCL Who are setting In

GM offices that are also called Regional offices that are back satge encunter of PTCL.

6- PROCESSES

There are simple process to get the connection this is only for the sack of customer that

he don’t feel any kind of difficulty.

First fill the order form i.e it si for broad band same in case of other products this form is

used.


Then after filling it submitted to the frenchiser officer he/she will issuse the

connection to the customer after getting the required payments of that connection.

7- PEOPLE

The employes of PTCL nearly equal to 30000 who are working in all over in the

Pakistan they are the assets of the company and they are the responsible for the good

will of the company company also focuses on the status of there employees and give

them performance appraisal program and give them incentives and also give them

medical treatment.


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”.
