Table of Contents

Executive Summary:........................................................................................................................2 1.Introduction...................................................................................................................................3 Learning and experience:.................................................................................................................9 Conclusion.....................................................................................................................................16 References......................................................................................................................................17

Executive Summary:

Pakistan Telecommunication Company Limited is the leading Telecommunication company in Pakistan. It offers a wide range of telecommunication services that are in the form of packages mainly based on a Landline telephone network, Broadband Internet and 3G Wireless Technologies. Ptcls coverage expands to not only the large cities of Pakistan but also to the rural areas, covering a large percentage of area throughout the country. Given the opportunity to work at the PTCL Headquarters G-8 Islamabad, I did my internship at the Human Resource Department, specifically the Human Resource Development Division. The tasks performed were, final compensation for the outgoing employees, preparing PowerPoint presentations for the training sessions conducted at the organization, managing the employee files and helping convert the file system from being paper based to computer based and employee clearance. The reason for selecting PTCL to pursue internship at was mainly because PTCL has quite a large Human Resource Department which would help give me a preview of different aspects of the field that I have chosen which is Human Resource. In addition to that, PTCL encourages a friendly work environment that is ideally what someone who transits from the education phase to the practical phase requires so that there is maximum amount of learning. At the internship, we were given a birds eye view of what practical life looks like. This opportunity has helped me a lot to understand the responsibilities of work and how important it is to select the right profession for oneself.

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1. Introduction

1.1. Company Background:

The foundation of Pakistan Telephone and Telegraph Department was laid in 1962. Later in 1991, Pakistan Telecommunication Corporation (PTC) took over operations and functions from Pakistan Telephone and Telegraph Department under the governments policy of encouraging the private sector participation and to prepare for privatization. In 1996, Pakistan Telecommunication Company Limited - PTCL was formed and listed on all stock exchanges of Pakistan after having a basis for it formed in 1995. At present, the organizations principal activity is to provide telecommunication services all over the country. It offers both domestic and international services throughout Pakistan. PTCL also manufactures telecommunication related equipment while importing some of their products from China.

1.2. Company Objectives:

Objectives are a source of providing direction to the organization. A company without setting forth objectives is like a journey without any destination in mind. Goals and objectives help bring order to the organization and manage its activities. Ptcl has also set objectives which are as follows. Keep customer satisfaction as the primary priority. Promote teamwork in the organization and in turn improve work efficiency. Page16 Provide special attention to professional integrity. Promote company loyalty by keeping the employees satisfied.

1.2.1. Ptcls Vision:

To be the leading Information and Communication Technology services provider in the region by achieving customers satisfaction and maximizing shareholders value.

1.2.2. Ptcls Mission:

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.

1.1.1

Main Offices:

Ptcls Regional Headquarters are, Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Page16

 1.2

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.

Organizational Structure

In this part, focus will be on the Structure of Organization. The Organizational Structure clarifies the roles of personnel of an Organization and to determine who has to do what task, who 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 decision- making easy and efficient and communication networks reflecting and supporting organization objectives. The head of Pakistan Telecommunication Company Limited is called the President. Under the president, come the SEVPs (Senior Executive Vice Presidents), for each department i.e. SEVP (Finance), SEVP (Operations), SEVP (Technical), SEVP (Human Resource Management) and SEVP (Marketing & Business Development). Then there is a chain of Executive Vice Presidents (EVPs) which consists of, 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 EVPs, 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 the Headquarters who report to Page16 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. In non-gazette 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.

1.2.1

Board of Directors

Mr. Farooq Ahmed Awan

Chairman PTCL Board

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2 3 4 5 6 7 8 9 10

Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani Mr. Abdul Wajid Rana Mr. Abdulaziz Ahmed Saleh Ahmed Al Sawaleh Mr. Kamran Ali Mr. Jamil Ahmed Khan Mr. Abdulaziz Hamad Omran Taryam Mr. Fadhil Mohamed Erhama Al Ansari Dr. Ahmed Al Jarwan Ms. Farah Qamar

Member PTCL Board Member PTCL Board Member PTCL Board Member PTCL Board Member PTCL Board Member PTCL Board Member PTCL Board Member PTCL Board Company Secretary PTCL

1.3

Products or services offered:

PTCL offers a wide range of products and services to its customers, whose core feature is connectivity, be it on the go connectivity or stationary connectivity. The products and services that it offers are,

1.3.1

Landline:

PTCL has the largest Copper infrastructure spread over every city, town and village of Pakistan with over million installed lines.

1.3.2

Broadband: Page16

PTCL is one of the fastest growing broadband internet service providers with packages varying from 256kbps to 50mbps.

1.3.3

EVO3G Wireless:

EVO 3G Wireless broadband is the pioneer of 3G Wireless Broadband service in Pakistan. Launched in June 2009 - Evo has started the revolution of the internet evolution in Pakistan. The EVO3G has a vast array of products and services namely, 3G EVO USB, 3G EVO Wi-Fi Hotspot, U-Load Service, EVO Easy Paisa Recharge, EVO Wi-Fi CLOUD, EVO 3G Nitro 9.3, EVO 3G 3.1. Other products in the 3G wireless lineup include, 3G EVO Tab and EVO Droid.

1.3.4

Smart TV:

Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the list of a few countries across the globe that offer this state of the art interactive TV service to its subscribers.

1.3.5

Vfone:

PTCL Vfone is another one of the services provided by PTCL. Based on the CDMA Technology, Vfone works as a wireless phone which can be carried around and used within the reception areas.

1.3.6

Other Ptcl Products:

One On- Net Rate PTCL direct Easy learning PTCL Web Hosting Services Page16 PTCL dial up internet PTCL Audio Conferencing

Business DSL PTCL Free VMS International Services

Learning and experience:

1.4

Internship duration and rationale for selection:

I joined the Pakistan Telecommunication Company Limited Headquarters G-8/4 Islamabad on 18th July 2011. It was a six week opportunity to work in an organization as a professional which helped me learn a lot about the practical life. The reasons for selecting PTCL for internship were, A vast organization which would help highlight all aspects of human resource management. It encourages a friendly work environment making the interns feel at home.

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1.5

Details of training department wise / tasks performed:

During the 6 week internship at Ptcl, my work area was the Human Resource Department, specifically in the Human Resource Development Division. Following are the tasks that I performed during my internship at PTCL.

1.5.1

Final Compensation

The purpose of final compensation is to award the outgoing employees the finances or the benefits that were decided in the contract with them. For that, the contracts of the outgoing employees need to be studied and the finance department contacted to calculate the compensation for each employee. I aided the HR officer I was assigned to in the process.

1.5.2

Creation of PowerPoint presentations:

Another one of my duties was to make PowerPoint presentations for the Employee Trainings that were conducted at PTCL. These presentations mainly constituted of slides that exhibited the matter for the training. The slides were meant to be made in a way that they were highly interactive and instead of a lot of text material, diagrams and flowcharts were what was required the most.

1.5.3

File managing:

File managing was another one of the tasks assigned at the internship. Since PTCL is at a stage where it is moving from the conventional paper based system to a paper free environment, all the files that contained the data of each and every employee at the Headquarters were to be managed department manages the records of the employees and is therefore their responsibility to convert Page16 according to a new plan and their records kept in computer based databases. The human resource

the file system to an electronic one. So, apart from the job contract, all entries of the new employees were made into the electronic database thus removing the need for maintaining bulky files for the employees. The files of employees contained,

1.5.3.1 Employment Contract

The employment contract is a letter that states the responsibilities and the conditions under which an employee is hired. In the letter, the date of hiring and the position are also mentioned.

1.5.3.2 Termination Letter

In case an employee is terminated from the organization, a letter is formed that highlights the reason for the employees termination and under what conditions and policies the employee was terminated.

1.5.3.3 Promotion / Demotion / Transfers

This letter highlights the promotion or demotion that an employee is given, under what conditions it was given, the previous position held by the employee and the new position, transfer of employees from one region or department to another. The person who is to replace the individual is also mentioned.

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1.5.3.4 Warning Letters / Discipline issues

In case, there are any discipline issues, a warning letter is issued to the individual that states the issue and the corrective action that was taken. The consequences after the warning letter are also mentioned in case there is recurrence of the issue. 1.5.3.5 Vacations / Time offs

The employee file also contains a record of the vacations or time offs that the employee is given and under what circumstances the vacation or time off was required and whether it was a paid leave or not and the duration of the leave. There is a certain number of vacations permitted to an employee according to the position they hold which is also mentioned in the file.

1.5.4

Employee Clearance:

Employee clearance was another one of the jobs at the HR department. The Assistant Manager at the Human Resource Department would make a letter for clearance of the outgoing employees that was then to be taken to all the concerned departments of the organization to get the employee cleared from any dues. Once all the departments cleared the employee, the letter that was signed and stamped from the respective authorities in the departments was then taken to the clearance department where they further processed the clearing of the employees and provided a go ahead to the HR department.

1.6

SWOT analysis of organization

The SWOT Analysis is one of the several strategic planning tools that are utilized by businesses the ensure that there is a clear objective defined for the venture and that all factors whether positive or negative, are identified and given consideration accordingly. Page16

1.6.1

Strengths

It is the largest and the oldest telecommunication company in Pakistan with a lot of experience under its belt.

1.6.2

Efficient Chain of Command. Enjoys a monopoly as most of its products do not have competitors in the market. Provides a round the clock service. Largest operational network and infrastructure in Pakistan. Strong research and development department. State of the art international gateway exchanges. Weaknesses

Over employment and low productivity. Implementation of rules and policies is not assured. Employee skill inconsistency. Political influence regarding hiring of employees. Low employee morale. Low quality of service. Lack of effective control of its employees. Weak customer retention.

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1.6.3

Opportunities:

Vast market. Adopting new and advanced technologies. Removal of international trade barriers. Exit of competitors in the broadband market. Scope for efficient / cost effective operations. Employee training programs. Local manufacturing of equipment.

1.6.4

Threats

Exposure to market competition. Migration of customers to cellular networks. Reduction in International Settlement Rates Inconsistent policies of the government regarding nationalization. Inability to retain qualified and quality professionals. Political instability. Page16

1.7

Recommendations:

On the basis of my experience at PTCL, I would like to make the following recommendations, PTCL currently has quite a large number of workforce among which, the ratio of aged employees is greater than that of the young ones. Though experience has its benefits, but it is about time that the pool of young and energetic candidates out in the market is utilized and younger employees are hired. Though Ptcl is working towards adopting new standards in technology at the technical side of the organization, it could benefit from a quicker shifting to paper free and a technology based environment. Appointments must be on merit and just. Though there is a proper procedure for procurement but it should be strictly followed so as to eliminate favoritism and nepotism. During the internship, it was observed that there is inappropriate staffing problem in some of the branches. Few are over populated and few dont even have the number necessary to run the organization effectively. A better ambiance at the headquarters would help improve the employees As observed, there seem to be issues with the appraisal methods at the organization because quite a few people after their appraisals and pay raises were unsatisfied. The top management should take a closer look at the people responsible to see if there is favoritism or professional jealousy involved.

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Conclusion
Working at PTCL has been a wonderful experience for me. Throughout the education phase, what we have been taught was all theory based though very informative and it helped set the foundations for learning, but after the internship, I have come to know what practical application of all the knowledge gained is all about. On the basis of my observation, I can say that Ptcl is doing a great job at professionalism and is the leading telecommunication company in Pakistan for a reason. What I have observed at Ptcl is that, the environment there is friendly, yet stringent enough to maintain professionalism and performance. There are friendly relations between the staff members and superiors. I found Ptcls work environment to be ideal for the employees to enjoy working there. I am glad that I made the decision to do my first internship at Ptcl and have learnt quite a lot from it. It is safe to say that Ptcl has all the capacity to exceed in whatever project they choose, whether its product related or strategy related. The only evident improvement that is needed is to bring in younger people to work for Ptcl who are full of enthusiasm and are up to date with technology so that the organization can operate even more efficiently. In the end, I would like to pay my regards to the staff at the Ptcl Headquarters G-8 who helped me throughout the internship and were a source of great knowledge about the practical life that they are currently leading and I shall be leading in the near future. It is here that one realizes the benefit of internship during the education period as you can relate all the bookish knowledge to its actual application. I would specially like to pay regards to Mr. M. Ali Asghar Khan (CHD), Mr. Rana Shabbir Ahmad (KPO), Mr. Hassan Akhtar Abbasi (UDC) and Mr. Gul Hassan (LDC) who were a great source of knowledge and assistance throughout the internship.

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References
Personal Observation. www.ptcl.com.pk http://en.wikipedia.org/wiki/Pakistan_Telecommunication_Company_Ltd

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