INTERNSHIP REPORT

On
Pakistan Telecommunication Company Limited Peshawar (PTCL)

A Project Submitted
in Partial Fulfillment of the Requirements
For the Degree of
Bachelor in Business Administration
Session: 2015-2019

By
Ihtesham Hussain
Reg.No.BU-BBA-1-FEX-16-16

To
Dr. H. Rahman
Assistant Professor
Department of Management Sciences

DEPARTMENT OF MANAGEMENT SCIENCES

ABDUL WALI KHAN UNIVERSITY MARDAN
(BUNER CAMPUS)
August, 2019

i
 INTERNSHIP REPORT
On
Pakistan Telecommunication Company limited Peshawar (PTCL)

A Project Submitted
in Partial Fulfillment of the Requirements
For the Degree of
Bachelor in Business Administration
Session: 2015-2019

By
Ihtesham Hussain
Reg.No.BU-BBA-1-FEX-16-16

To
Dr. H. Rahman
Assistant Professor
Department of Management Sciences

DEPARTMENT OF MANAGEMENT SCIENCES

ABDUL WALI KHAN UNIVERSITY MARDAN
(BUNER CAMPUS)
August, 2019

ii
 Approval Sheet

Internship Report
on
Pakistan Telecommunication Company Limited Peshawar (PTCL)
This report is submitted to the Department of Management Sciences, Abdul Wali Khan
University Mardan Buner Campus in partial fulfillment of the requirement for the Degree of
Bachelor of Business Administration (HRM).

Session 2015-2019

Dr. H. Rahman ________________________

Assistant Professor Supervisor

External Examiner _______________________

Dr. Fazali Wadood _______________________

Head of Department HOD

Department of Management Sciences (AWKUM)

Buner Campus

iii
Internship Certificate

iv
 UNDERTAKING

I declare that the work presented in this project titled “Internship report on Pakistan
Telecommunication Company Limited Peshawar ” submitted to the Department of Management
Sciences, Abdul Wali Khan University Mardan, Buner Campus, Sawari for the award of the
Bachelor in Business Administration degree in HRM, is my original work. I have not
plagiarized or submitted the same work for the award of any other degree. In case this
undertaking is found incorrect, I accept that my degree may be unconditionally withdrawn.

August, 2019
AWKUM, Buner Campus
______________________
Ihtesham Hussain
BBA (HONS) HR

v
 CERTIFICATE

Certified that the work contained in the project titled “Internship Report on Pakistan
Telecommunication Company Limited Peshawar (PTCL)” by Ihtesham Hussain Reg No. BU-
BBA-1-FEX-16-16. Has been carried out under my supervision and that this work has not been
submitted elsewhere for a degree. It is also certified that the student has incorporated all the
observations, suggestions and recommendations where deem necessary made by the external
evaluator as well as the internal examiners.

___________________________

Dr. H. Rahman
Department of Management Sciences
AWKUM, Buner Campus

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 EXECUTIVE SUMMARY

The internship report is the necessary part of the BBA program, and every student has to do
internship of two months in any organization of repute after successful completion of the
internship work a student is required to write whatever practices and practical work he has done
in his internship work.
The main purpose of the internship report is to familiarize student with contemporary Human
resource practices and techniques being adopted by the organization. In the report a student has
to do three types of analysis of the organization such as General Analysis, SWOT Analysis of the
respective organization. In my opinion an organization has to develop proper and effective
performance appraisal system to improve the performance of their employees and company as
well. An organization has to choose a transformational Leader so as to accelerate the
performance towards goal achievement. Pakistan Telecommunication Company Limited (PTCL)
is the largest Telecommunication Company in Pakistan. This company provides telephone
services to the nation and still holds the status of backbone for country’s Telecommunication
infrastructure despite the arrival of other telecom giants like Mobilink, Telenor and China
mobile. The socio-economic growth of a developing country depends mainly on the
Telecommunication sectors and involvement in information technology, telemarketing and E-
commerce makes it an integrate organ of the overall development of the country. PTCL also
continues to be the largest CDMA (code division multiple access) operator in country with 0.8
million v-fone customers. Currently major initiatives have been taken by PTCL to upgrade its
network, introduce a range of new value added services, develop a portfolio of information
technology, internet, national long-haul network, carrier services, write label services, EVO
wireless broad band, broad band IPTV (Smart TV). The company consists of around 2000
telephone exchange across country providing largest fined line network.GSM (group special
mobile) 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(google.com) the government of Pakistan retained 62% of the shares while remaining 12%
are held by the general public (google.com).

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 PREFACE

This Report is the Practical experience phase of our BBA-HR program. The sole objective is to
familiarize the student with the practical manipulation of business organization and bridging gap
between Academia and Industry. This report provides a profound knowledge about how big
organizations like PTCL manage their Human Resources to achieve their common goals.
In the first phase of the report there is the general introduction about the company and then
different terms have been explained, then the mission, values, different services and different
strategies of the organization have been explained.
In the second phase there is a deep study on Human Resource department of Pakistan
Telecommunication Company Limited (PTCL). There is discussion on each Branch of the
Human Resources Wing in PTCL, Such as Administration, Personnel, Welfare, Legal,
Examination, and Dispatch branches. In this section there is a deep discussion on each branch
duties and responsibilities they have to perform.
In the third phase, SWOT analysis of the firm have been done by the help of which it is
identified that what are the strong areas of the company and where it lacks so that it can improve,
and then in the end most important my experience while working in the PTCL as internee is
explained.

Ihtesham Hussain
BBA (HONS) HR

viii
 ACKNOWLEDGEMENT

I am full of gratitude to:

 Almighty ALLAH for giving me the life and energy to conceive and actualize the
internship and this report.
 Our learned and erudite teacher Mr. Ramiz Kashmiri (Lecturer, Department of
Management Sciences), Abdul Wali Khan University Buner Campus for his inspiring
guidance, keen interest, and continuous encouragement throughout my internship report
making efforts.
 My family, who gave me the moral support needed for studies.
 I am extremely indebted to my Supervisor Dr. H. Rahman (Assistant Professor in
Managements Sciences) Abdul Wali Khan University Buner Campus for guiding me
every now and then in preparing this report.
 I also express my deep thanks to my fellow Mr. Mehran who pushed me every now and
then to complete this report as soon as possible.
 Last but not the least I am highly indebted to all the distinguished faculty of the
Department of Management Sciences for providing me the opportunity and support to
accomplish my BBA-HR degree at Department of Management Sciences, of Abdul Wali
Khan University Buner Campus.

Ihtesham Hussain
BBA (HONS) HR

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 Table of Contents

Executive Summary VII

Preface VIII
Acknowledgement IX
Chapter 1: Introduction to the study 01
1.1 Introduction………………………………………………………….…...............01
1.2 Background of the study……………………….…………………………...........01
1.3 Purpose of the study………………………………………………………...........01
1.4 Scope of the study ……………….…..…….……..……….……...………….......02
1.5 Methodology of the study …….……………………………………...……….....02
1.6 Objectives of the study ……………………………………………………..........02

Chapter 2: Introduction to the Organization 03

2.1 History of (PTCL) ………………………………………………..........................03
2.2 Emirates Telecommunication Company “ Etislat’…………………...…...............06
2.3 Mission Statement of (PTCL) ………………..…….............................. .………..07
2.4 Strategic Vision of (PTCL)……………………….…………….………………...07
2.5 Core Values of (PTCL) … …………………………..…………………...……....08
2.6 Objectives of (PTCL)…………………………………………………...……...…08
2.7 Organizational Structure …………….……………………………......................08
2.8 Main Officer …………………………………………………………………..….09
2.9 Organization Chart…….……………………………………………………….....10
2.10 Board of Director.....................................................................................................11
2.11 Management ………………………….…………………………………………..12
2.12 Data products and services ………………………………………………..……...13
2.13 Departments of (PTCL)…………………………………..……………...……..…16

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Chapter 3: Overview Office Ntr-1 Of (PTCL) Introduction 19
3.1 Introduction ……………………………………………………..……………….19
3.2 HR Activities..…………………………………………………………….……...21
3.2.1 Employees Welfare…………………………………...…………………….…….21
3.2.2 Account Section…………………………...………………….…………………..23
3.2.3 Exam branch………………..……………………………………………………..26
3.2.4 Equal Employees Opportunity……………………………………………………26
3.2.5 Recruitment…………………………………………………………………...…..27
3.2.6 Interviews…………………………………………………………………………28
3.2.7 Selection…………………………………………………………………………..28
3.2.8 Orientation Training…………………………………...………………………….29
3.2.9 Performance Management System………..…………....………………………....30
3.2.10 Training and Development …………………………………………………….....30

Chapter 4: SWOT Analysis of the organization 32

4.1 SWOT Analysis ………………………...…………………………………….....32
4.1.1 Strengths………………………………………………………………………....32
4.1.2 Weaknesses ………………………………………………………………………33
4.1.3 Opportunities………………….………………...………..………………………34
4.1.4 Threats…………………………………………………………..……………......34

Chapter 5: Findings and Conclusions 35

Chapter 6: Recommendations 36

6.1 Suggestions…………………………………………………………………….....37

References 39

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 CHAPTER 1

INTRODUCTION TO THE STUDY

1.1 INTRODUCTION
As a part of the academic requirement for completing BBA (Hons), I was required to undergo for two (2)
months of internship with an organization. The internship is to serve the purpose of acquainting the
students with the practice of knowledge of the discipline of banking administration. This report is about
PTCL was established in 1949 and since then, it has expended its network, becoming the largest
commercial corporation of Pakistan. It offers different products of services to its customers. The main
purpose of the report in hand is together relevant information to compile internship report on
PTCL.
To observe, analyze and interpret the relevant data competently and in a useful manner.

 To work practically in an organization.

 To develop interpersonal communication.

1.2 BACKGROUND OF THE STUDY

This study was conducted for the partial fulfillment and requirement of the Bachelor of
Business administration in Pakistan Telecommunication Company private Limited Peshawar.
Pakistan Telecommunication is one of the Leading internet service provider company in Pakistan
which was established in, 1949. With the advent of the modern technology and business
innovation based on consumer preference PTCL are undergoing rapid changes. In this respect, it
is heartening to note that the management of the PTCL has accepted the challenges and the
PTCL is by no means behind the other internet service provider company.

1.3 PURPOSE OF THE STUDY

The purpose of the study were two fields, the first one is the study was prepared is
prerequisite for the completion of the Bachelor degree program BBA (Hons) Abdul Wali Khan
University Mardan Buner Campus. Secondly, to get the training in real life situation applying
management knowledge and practices and improving personal skills by working with the
expertise of their concern fields. And also to conducted practical observations in actual
environment.

1
1.4 SCOPE OF THE STUDY
As an internee in PTCL the main focus of my report research was on general operation procedures in
one of the branches of PTCL. Similarly different aspects of the PTCL have also been covered in
this report.

1.5 METHODOLOGY OF THE STUDY

The report is based on my two months internship program in PTCL. The methodology of the
report for collection of data is primary as well as secondary data. My personal observations are
the biggest source of information. Working with the staff and through discussions with them also
assists me in collecting the relevant data. Formally arranged interviews and discussions also
helped me in this regards.
Primary data:
Primary data include Personal observation and interviews of the staff members.
Secondary data:
Secondary data consist of Manuals, Journals, magazines, Annual reports and Internet.

1.6 OBJECTIVES OF THE STUDY

 Discuss thorough study of PTCL
 To understand the various operations and to equip with practical knowledge of the Pakistan
Telecommunication Company Limited.

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 CHAPTER 2

INTRODUCTION TO THE ORGANIZATION

2.1 HISTORY OF PTCL

PTCL is the largest Telecommunication Company of Pakistan. It has reached its service to
almost every part of the country. (PTCL) is proud to be Pakistan’s most reliable and largest
converged services carrier providing all Telecommunications services from basic voice
telephony to data, internet, video-conferencing and carrier services to consumers and businesses
all over the country with more the 2000 exchanges all providing at least the fixed line network
and the Dialup internet service.
Whether it is an office in the largest city of Pakistan or a home in a small village, PTCL is
present in every corner of Pakistan to serve its customers providing several services.
Some of its services are named below:
 Broadband
 IPTV
 EVO Wireless
 Dialup Internet
 Telephone

PTCL is established since 1947 by establishing Posts and Telegraph’s Department, proceeding to
establishing Pakistan Telegraph and Telephone Department in 1961, then in 1990-91, it went to
become Pakistan Telecom Corporation, after which in 1996, PTCL became listed in all stock
exchanges of Pakistan, further in 1998, its subsidiaries of Mobile Services, and Internet Services
started on the name of Ufone and Pak Net, coming to the year 2000, it Finalized its Telecom
Policy. It also announced in year 2003, the Telecom Deregulation Policy, finally in 2006,
Etisalat (The Telecom Company of United Arab Emirates) took over its Management and it is
still holding the status of backbone.

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1947 Posts & Telegraph Dept. established

1962 Pakistan Telegraph & Telephone Department

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 & Internet subsidiaries established

2000 Telecom Policy Finalized

2003 Telecom Deregulation Policy Announced

2005 26 % Shares by Etisalat UAE through open bidding

2.1.1 The Pakistan posts and Telegraphs Department (1947 to 1962)

In 1947, the Pakistan Posts and Telegraphs Department was attached with the Ministry of
Communication. During the first fifteen years, a sound foundation was laid by creating
supporting organizations like telephone stores, workshops, training centers, production and
repair of equipment’s etc. necessary for running of PT&T Department. However,
telecommunication network systems remained limited to major cities of the country. The
Government of Pakistan started five-year plans to build a proper base for systematic
development of the telecom sector.
2.1.2 Pakistan Telegraphs and Telephone Department (1962-1990)
With the expansion of the postal and telecommunication services, government decided to split
the PP&T Department into two departments i.e. Pakistan Telegraph and Telephone Department
and Pakistan Post Office Department. The process of bifurcation was completed by July 1962.
Significant developments took place during the first forty years in terms of infra-structure
development and transfer of technology from EMD to digital switching systems and increase in
telephone lines from 12,000 in 1947 to 922,000 in 1990, besides establishment of manufacturing
facilities of various types.

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2.1.3 Establishment of Pakistan Telecommunication Corporation (PTC)
In 1990, PT & T Department was transformed into a corporation and titled as Pakistan
Telecommunication Corporation. The objective of this initiative was to provide greater
autonomy and flexibility to the organization in achieving its long-term objectives. During the
next five years, the Telecommunications sector made tremendous progress in the provision of
Telecommunication services. It started manufacturing and production of During PTC period the
number of lines increased to 21, 26,054 in 1995, an increase of over 230 percent over 1990.
2.1.4 Pakistan Telecommunication Company limited (PTCL)
In December 1995, PTC was converted into a joint stock company under Pakistan
Telecommunication (Reorganization) Ordinance; assets of the PTC were divided among Pakistan
Telecommunication Company Limited (PTCL), Pakistan Telecommunication Authority (PTA),
National Telecommunication Corporation (NTC) and Frequency Allocation Board (FAB). While
policy was reserved for the government, the regulation of the sector was entrusted to the Pakistan
Telecommunication Authority (PTA). Frequency Allocation Board (FAB) was created for the
management of the radio frequency spectrum and National Telecommunication Corporation
(NTC) was created. For government’s telecommunication services PTCL inherited about 94.8%
of PTCL’s assets; including 2.862 million access line installed (ALI) and 2.228 million
subscribers (ALIS). Later, in October 1996, the parliament of Pakistan passed the Pakistan
Telecommunication (Re-organization) Act. PTCL was established in public sector as a joint
stock company in 1996 by enactment of the parliament of Pakistan. Pakistan Telecommunication
Company Limited (PTCL) was issued a license by Pakistan Telecommunication Authority
(PTA) to provide telecommunication services in Pakistan for a period of 25 years commencing
from January 1, 1996.
2.1.5 Sale of 26% shares to Etisalat for $ 2.6 billion
The Emirates Telecommunication Corporation (Etisalat) offered the highest bid of$ 2.6 billion
for 26% shares of Pakistan Telecommunication Company limited (PTCL) on June 19, 2005. On
13th march 2006 the government has signed an agreement with Etisalat to handover the
management of PTCL to them.

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2.2 EMIRATES TELECOMMUNICATION COMPANY “ETISLAT”
Etisalat founded on 30th August 1976, the Emirates Telecommunication Corporation -Etisalat
provides Telecommunication services to the United Arab Emirates and is one of the leading
service providers in the Middle East.
Etisalat is embracing new technology, new philosophies and new ways of doing business. Their
new corporate logo and identity is a catalyst to this change. The identity has green background,
which signifies solidity, inspires confidence and denotes Etisalat the mother brand.
The red dot represents technology and the world of communication. The 3 curve featured in the
design not only represent the letter ‘E’ which stands for Etisalat and the Emirates but also
signifies an entity that is growing outside its boundaries and expanding into strategic business
locally and internationally. The red dot and the curve together represent the image of a stylized
of a stylized “Human” entity reaching out for excellence in service levels, receptive to new ideas
and philosophies in a world of dynamic change.
Etisalat deals in voice communication, wireless communication and data communication.
Etisalat was one of the first to introduce mobile telephones in the Middle East in 1982 and
launched the GSM service in September 1994.
Etisalat celebrated its 25th anniversary in September 2001. The telecommunication services they
have been providing match the highest standard in the industry.
Etisalat was the highest bidder for the acquisition of 26% stake in PTCL. This latest win reflects
the determination of Etisalat to strengthen its position as the leading telecommunication in the
region. On 10th December 2007 the government has signed an agreement with Etisalat to
handover the management of PTCL to them. This latest acquisition further positions Etisalat
amongst the leading international telecom players worldwide. Etisalat offers world-class
standards in customer service and state-
Of-the-art technology wherever it operates, a very attractive proposition for strategic partnership
and alliances.

6
2.3 MISSION STATEMENT OF PTCL
A company’s mission statement is typically focused on its present business scope-“who they are
and what they do” mission statement broadly describes an organization’s present capabilities,
customer focus, activities and business makeup.
Pakistan Telecommunication company limited statement is stated as

1 An organizational environment that fosters professionalism, motivation and quality.

2 Services that are based on the most optimum technology.

3 “Quality” and “Time” conscious customer service.

Sustained growth in earnings and profitability.

Mission
To be the partner of choice for our customers, to develop our people and to deliver value to our
shareholders.

2.4 STRATEGIC VISION OF PTCL

Strategic vision is a roadmap of a company’s future- providing specifics about technology and
customer focus, the geographic and product markets to be pursued, the capabilities it plans to
develop, and the kind of company that management is trying to create4. Strategic vision of
Pakistan Telecommunication Company is “to be the leading ICT service provider in the region
by achieving customer’s satisfaction and maximizing shareholders value.
Vision
To be the leading and most admired Telecom and ICT provider in and for Pakistan.

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2.5 CORE VALUES OF PTCL
Values are general statements, procedures or understandings that guide or channel thinking in
decision making. It provides direction for action and regularizes the decision making in certain
circumstances.
Pakistan Telecommunication Company limited defines its values as

1 Professional Integrity

2 Customer Satisfaction

3 Teamwork

4 Company loyalty

2.6 OBJECTIVES OF PTCL

Objectives are the ends towards which activity is aimed. These are the results to be achieved.
Pakistan Telecommunication Company limited states its objectives as under

1. To provide quality services to its customers in Pakistan.

2. To provide maximum satisfaction to its customers by using the latest technology.

3. To increase the worth of owners.

4. To lead the Telecommunication industry in Pakistan.

April 01, 2005 to April 12, 2006, the company suffered a loss of Rs.114 million on revenues of
Rs.1, 142 million. PTCL management on its part has completed all formalities pertaining to
disinvestment of TIP and transfer of shares to Ministry of IT and Govt. of Pakistan.

2.7 ORGANIZATIONAL STRUCTURE

Organization is the end result of organizing. So organizing is the part of management that
involves establishing intentional structure of roles for the people to fill an enterprise. It is process
of breaking down the overall tasks of an enterprise into individual assignments/activities and
then getting them put together in units, departments or in groups along with the delegation of
authority to the manger. Organizational structure implies a formalized intestinal structure of
roles/positions. A well-developed and properly coordinated structure is an important requirement
for the successful operation of any organization. It provides the basic framework within which

8
functions and procedures are performed. In PTCL the functions of planning and policy
formulation are carried out by the Board of Directors whereas the management of the
organization is carried out by the executive management.

2.8 MAIN OFFICES

The Head Office of (PTCL) 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 Abbottabad,
 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 Sukker
 Western Telecom Region Quetta.
 Switching network Central region Lahore.

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2.9 ORGANIZATIONAL CHART

10
2.10 BOARD OF DIRECTOR

It is the highest body of PTCL, which has been vested with the function of policy formulation.
The first Director was elected by the subscribers in their first meeting. Under the rules, the
directors appointed are not being less than sever in numbers. There is general body meeting once
a year of all the shareholders to elect the members of board of directors. A director once elected,
holds office for a period of three years unless he resigns, becomes disqualified from being a
director or otherwise ceases to hold office. A retiring director is eligible for re-election.
Presently the board of directors has Ten members, As follow

Sr.no Names Designation

1 Mr. Maroof Afzal Chairman PTCL Board

2 Mr. Abdulrahim Abdulla Al Nooryani Member at PTCL Board

3 Mr. Shahid Mahmood Member at PTCL Board

4 Mr. Hatem Dowidar Member at PTCL Board

5 Mr. Serkan Okandan Member at PTCL Board

6 MR. Sardar Ahmad Nawaz Sukhera Member at PTCL Board

7 Mr. Khalifa Al Shamsi Member at PTCL Board

8 Mr. Mudassar Hussain Member at PTCL Board

9 Mr.-Hesham-Abdulla-Al-Qassim Member at PTCL Board

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2.11 MANAGEMENT

Dr. Daniel Rit

President and Chief Executive Officer

Mohammad Nadeem Khan

CFO(Chief Financial Officer)

Mazhar Syed Husain

CHRO (Chief Human Resources Officer)

Moqeem Ul Huq
CSO (Chief Strategy Officer)

Sikandar Naqi
CBDO (Chief Business Development Officer)

Adnan Shahid
CCO (Chief Commercial Officer)

Adil Rashid
CDSO (Chief Digital Services Officer)

Saad Muzaffar Waraich

CTIO (Chief Technology and Information Officer)

Jahanzeb Taj
CBOO (Chief Business Operations Officer)

Muhammad Shehzad Yusuf

CIA (Chief Internal Auditor)

Zahida Awan
Legal Advisor - Executive Vice President (Legal

Saima Akbar Khattak

Company Secretary

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2.12 DATA PRODUCTS AND SERVICES

 International Private Leased Circuits (IPLC)

 MPLS / International VPN
 IP Transit
 Satellite and Radio Solutions

2.12.1 International Private Leased Circuits (IPLC)

Designated to fulfill the demands of privately owned secure global networks with dispersed
locations, PTCL IPLC is a dedicated point to point leased service between your various business
premises around the world, providing a reliable platform for global private networks PTCL.IPLC
offers high speed dedicated digital connections not only from Pakistan to the world, but also
links one country to another via PTCL’s vital submarine cable systems. PTCL is also able to
provide the IPLC service via satellite to regions of the world unreachable by fiber optic cable
systems.

2.12.1 Band with Transit

Bandwidth Transit provides fast and reliable end-to-end connectivity between any two
international destinations with Pakistan as a transit hub.
2.12.2 MPLS / International VPN
The international VPN service is one of the latest state of art IP connectivity based on Internet
Protocol Virtual Private Networks (IP MPLS-VPN), which allows companies with locations
spread out in PAKISTAN as well as international to connect and transfer data on a private and
secure way over reliable robust network infrastructure. This product is aimed for those requiring
high security/bandwidth comparable to that provided by Private Leased Circuits as well as
scalable connectivity to provide the future growth changes in size and volume of the customer
business.MPLS IP VPN will deliver a flexible, customizable, any-to-any network that lets
customers to connect office head quarters, branches, distribution facilities, data centers and
other locations, with ease. This converge all the existing business traffic, even latency-sensitive
applications on to one network. The IP-MPLS VPN can reduce the costs and simplify operations,
while ensuring to meet with the demands of today's business environment.
PTCL is offering 2 flavors of VPN:

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  Layer 2 MPLS /VPN
 Layer 3 MPLS /VPN

Different Quality of service as per Customer Demand

 Platinum
 Gold
 Silver
 Bronze

2.12.4 IP Transit
In today’s extremely competitive transit marketplace, providers of Internet and content services
require a differentiated upstream Internet service that will complement or improve upon their
existing arrangements, delivering cost-effective, rapid access to global content, together with
assured reliability.
They also need the flexibility to be able to react quickly to changes in demand or expectations.
PTIX IP Transit is a high-performance, Internet access service that satisfies each of these
requirements.IP Transit provides ISPs, DNOPs, LDIs, Corporate, Software Exporters and other
organizations with a high-speed, high-quality connection to the Internet, through access to our
entire BGP routing table.
Internet content is delivered via our private, low latency and low packet loss fiber-optic and
Multi-Protocol Label Switching over IP (MPLS/IP) network, which provides connectivity
between key Internet and business markets across the country.
The service is underpinned by extensive customer routes and peering connections with Major
Upstream Providers.Our IP network is connected to Tier-1 IP service providers around the globe
via multiple submarine cables in East and West to guarantee 100% availability in the case of any
Int’l Submarine cut.

14
PTCL network is extend globally and having presence in Europe in AMsIX, LINX and in East
in Equinix in Singapore, PTCL also having content providers presenting in Pakistan in PIE, and
over all of that strong private peering connectivity made with neighbor networks, all of that
strength our IP Transit product. We provide the following components as part of the standard IP
Transit service:

 Full access to the entire global Internet

 A fully managed connection from any of our IP gateways or city nodes
 A comprehensive SLA guaranteeing service delivery, availability, latency and packet
delivery 24x7x365 service management and technical customer support
 Secure online performance reporting

2.12.5 Satellite and Radio Solutions

Providing a reliable, two-way communication link anywhere within satellite footprint, PTCL’s
Global VSAT utilizes satellite based Single Channel per Carrier (SCPC) technology, with data
rates from 64Kbps to 34Mbps. It provides point to point dedicated connectivity via satellite from
one customer’s premises to another.
A very Small Aperture Terminal (VSAT) antenna and indoor unit is used at each customer’s
premises PTCL also provides the low cost radio solutions for the terrain which is not apt for
cable solutions especially mountain areas.

 Cellular Backhaul
 Video Transmission Service
 Broadband VSAT Network
 Managed End-To-End VSAT Service
 Maritime (Immersed)

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2.13 DEPARTMENTS OF PTCL
Every organization is divided into definite departments. Each department performs different kind
of jobs and requires staff with specialized skills to handle particular job. This increases the
efficiency of workers and makes `There are several aspects on which departmentalization in an
organization can be based. The division can be done on the basis of function, product, customers
or geographical locations. The PTCL Head Quarters is comprised of several departments. The
division is made on the basis of function they perform. Hence it can be concluded that PTCL has
adopted the policy of functional departmentalization. The main departments of PTCL are
mentioned below.
1. Human Resource Management Dept.
2. Finance Dept.
3. Commercial Dept.
4. Operational Dept.
5. Technical Dept.
6. IT Dept.
7. Corporate Affairs Dept.
8. Special Projects Dept.

2.13.1 HUMAN RESOURCE MANAGEMENT

1 It is a huge organization and being considered as one of the biggest company in Pakistan.
2 It has more than 18,000 thousands employees and a huge network of organizational
management has been spread throughout the country.
3 PTCL is engaging a substantial number of experts and specialists of standing caliber in
different spheres of profession.
4 Job analysis and revision of jobs description was undertaken for improving the performance
standards.
5 To meet the future challenging situations in the face of privatization and post
Monopoly challenges, a corporate culture and competitive environment has to be Developed,
for which all the available resources have been taped.

6 Special training courses and workshops have been conducted for the top and middle
management through reputed organizations like UST NTR-1

16
7 Efforts are being made to improve productivity and efficiency of the Company while
emphasis is also being placed on effective management employees relationship and better
line of communications to achieve corporate goals.

2.13.2 FINANCE DEPARTMENT

This department is divided into following three sub-sections:

 Finance
 Accounts
 Revenue
The Finance Wing deals with the revenue matters of the company & the Accounts Wing is
responsible for proper book-keeping of the financial transactions, commercial audit &
preparation of periodic accounts of the company. The Accounts Office of PTCL is in Lahore.
Finance is the backbone of every organization because without finance any organization can’t
run its business. It plays an important role in determining the long-term objectives and evaluating
the feasibility of the business. The financial activities of PTCL have been split up into three
major branches: Finance, Accounts & Revenue. The details regarding this section will be
covered in finance section with reference to my project.

2.13.3 COMMERCIAL DEPARTMENT

1 Commercial section with qualified/experienced staff is being established.
2 Company section is taking both short-term and long-term view of emerging trends of highly
competitive markets as its monopoly is coming to an end.
3 It analyzes all the possible Company options, i.e. introducing new services, adopting new
technologies to maintain the leading role in the sector and preserve its dominant position in
the industry.
The Company likes to reiterate that it will continue to play a prominent role in Telecom sector of
Pakistan. The new paradigm would require cost-based services with thin-profit margins but
higher volumes. Inherently, PTCL services were not cost-based. There were in-built subsidies
and long distance calls, both domestic and international, were highly priced. The Company,
therefore, evolved strategies of gradual price rationalization.

17
2.13.4 OPERATIONAL DEPARTMENT
Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as well as
with other corporations.

2.13.5 TECHNICAL DEPARTMENT

This department is engaged in the management and control of technical aspects of the company,
e.g. technical manpower, technical training, technical equipment, etc.

2.13.6 IT DEPARTMENT
This department is established to introduce new and advance technology in PTCL. Due to IT
department working system is to converted in a computerized system.

2.13.7 CORPORATE DEVELOPMENT DEPARTMENT

This department deal corporate level issues such as PTA, International Telecom Union, Legal
and Regulatory affairs etc.

2.13.8 SPECIAL PROJECTS DEPARTMENT

This department is doing their activities on behalf of president

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 CHAPTER 3

OVEREVIEW OFFICE NTR-1 OF PTCL

3.1 INTRODUCTION
The HR of an association comprises surprisingly who play out its exercises. PTCL is corporation
which provides services on wide base in country. PTCL is the leading telecommunication
company in Pakistan PTCL provides telephonic and internet service nationwide and play a vital
role for the country telecommunication infrastructure.
PTCL manage and operates around 2000 telephone exchange across the country providing the
largest fixed line network and wireless network service.
Data and main services such as GSM, HASPA, WCDMA, and LTE, broad band internet, IPTV
and whole sale are increasing part of PTCL business.
PTCL HR department perform these function welfare of employee. Employee training and
development ,payroll system of employee , record of employee, employee compensation,
employee related legal cases, selection of internees, these function are perform by PTCL HR
department.

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3.1.1 HIERARCHY OF HR DEPARTMENT HEAD OFFICE
PESHAWAR NTR-1

20
3.2 HR ACTIVITIES
The Following Are The Activates Of HR Department.

3.2.1 EMPLOYEES WELFARE:

Benevolent fund:-are given to employees after retirement and up to the age of 70 years if the
employee is dead then BF granted to his wife, daughter, minor son and unmarried sister. It gives
to gazette and non-gazette regular employees. Rupees 155 are deducted for the purpose of
benevolent fund from employees’ salaries every month. If incase employee retires or medically
declared unfit from PTCL medical committee in that case employee himself will receive this
fund BUT incase death of employee this Fund can transfer to his un-married daughter , minor
son or his widow/wife up to 70 YEARS OF service. The amount of BF per month is UPTO
rupees 4000 max.
Group Insurance:-are given only to gazette employees. Employee receives this fund on job
after retirement these funds not granted. Rupees 182 deducts from employees’ salaries every
month. Group insurance amount is paid lump sum to employee’s family.
Gratuity:-is given to NCPG employees one basic pay once in a year.
Education grant :-( case # 1) is an allowance which is allowed for NCPG and non-gazette
employees once in a year whose children at school, colleges and universities.
For School: Amount RS.1400 per child.
For college: Amount RS.2500 PER Child.
For stipend: Amount RS.6000 per child. (For 4 years Bachelor’s degree only)
(Case # 2) for gazette officer only stipend education allowance is allowed which is RS.6000
once in a year.
Marriage Grant allowance: -given to NCPG and regular employee’s non-Management
employee during service for his daughter marriage. Its amount is 80,000 rupees to employee for
his /her daughter marriage.
Require documents:-

1. generic application form

2. application of marriage grant(original)
3. NADRA marriage certificate (original).
4. FORM B/ CNIC copy.

21
 5. Non serving certificate of daughter. ( affidavit )
6. Employee’s current pay slips copy.

Uniform allowance:-Amount uniform allowance for non-gazette and NCPG employees it’s per
year 2 times summer and winter.

Incentive Allowance:-financial support to employee its 20% to gazette employee on basic pay
and 30% to non-gazette employee on basic pay.

Rest and Recreation allowance (RR allowance):-after two year one half basic pay paid to
employee for rest and recreation.

Hajj Scheme: -Regular and NCPG employees both participate in hajj lucky draw every year and
it have 2 categories A &B, A categories include gazette employee and B categories include non-
gazette and NCPG employee’s lucky employees got selected for hajj.

Burial charges: - when employee dies during service Rupess.20, 000 given on the spot to his
family.

Medical facilities: PTCL allows medical facilities for Regular , NCPG & Contractual employees

 Regular and NCPG employees:-According to PTCL rules these facilities is avail to

employee’s parents, children, wife and employee his/her self.
 Contractual employees: -According to PTCL rules these facilities is avail to employee’s
wife and children and employee his/her self.

Registered Big Hospitals With (PTCL)

 Al Kuwait
 Al Khidmat
 CMH Peshawar
 Cenna SWAT
 CMH Mardan

Procedure of purchasing medicine

 Company makes purchase order (p/o).
 Each company has vender account Number on SAP.

22
  SAP account creates from HEAD QUARTER.
 Company provides medicines with invoice.
 PTCL makes GRN ( goods receipt note )
 Make sanction.
 And at the end on Sap finance department Credit Company’s account.

3.2.2 Account section:

 Account section keep up the record of employee from date of joining to date of
retirement or passing, of regular non-gazed and NCPG workers.
 Each worker has his/her own particular service book/individual record, service book is
for regular employee and individual/personal file is for NCPG employee.
 Service book of gazette employee are maintain with head office.
 And service book of non gazette employees are maintain with in working area
 Service book is a Government resource and individual document is Company's Asset,
Account section keep these records recovery and employee have no privilege to draw out
these both books with selves.

Family Pension: -if the employee death occurs during service so the company give the pension
to his family.

Charge Sheet:-when employee do absenteeism without permission the committee charge the
employee and send the explanation call it make when explanation call are unsatisfactory and
employee can also appeal against his charges.

Show Cause: -give notice to employee and ask from employee that why he did that illegal work
and ask the reason of illegal or reasonable work.

Removal from Service: -employee remove from the service by some reasonable work or illegal
work in that case employee can job in other place.

Dismissal From Service: -when employee remove or dismiss from service due to some serious
case such as murder etc. and employee dismiss from the service in that case employee cant job at
other organization

23
Earn Leave :-it’s the leave which add to the account of employee and when employee need it
then give the application and get that leave its four leave in months and forty eight in year
employee use it for when he go to hajj or marriage or build the home.

Casual Leave: -when employee makes leave due to some specific reason such is sickness
situational matter etc. or due to some reasonable issue.

Ex Pakistan Leave: when employee haven’t leave with his institute and he want to go to foreign
for hajj or any other reason so company avail him ex Pakistani leave or company send him or her
to foreign assignment then avail the ex-Pakistani leave.

Extra Ordinary Leave: leave without any salary or without any payment to employee and extra
ordinary leaves are not count in the service of employee.

Termination:-when company gives favors to his employee that fulfills your charges or punishes.

Leave Preparatory For retirement:-when employee reach to the last year of retirement and he
/she have leave in balance so he /she can avail LPR and if employee not avail LPR so then the
company make payment of six month basic pay to employees

Main data base:-

 Retirement cases
 Punishment cases

PTCL maintain about 83columns about each employee

Procedures for disciplinary actions

 Issuing a latter of charge. ( charge sheet )

 Consideration of explanation.
 Show cause notice.
 Holding a full fledge inquiry

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Major penalty:-

 Dismissal.
 Removal.
 Reduction initial time scale.
 Demote to initial or minimum scale for three year.

Minor penalty:-

 Censer:-in this penalty no financially loss are occur.

 Stopping of annual increment prescribe to a time period and maximum up to 3 year.
 After punishment employee can appeal to reduce the punishment or for other concession
and can appeal one step forward

Compulsory retirement:-minimum service of 10 year.

 On retirement 6 month house accommodation allowance are given to regular and NCPG.
 If death occurs of employee then give 24 month house accommodation allowance to his
widow.
 Employee old age benefit institute give 5050 rupees to employee.
 Son coat financial compensation in lieu in casement on son quota.
 Accidental death 4 laic gives extra to employee family.
 Honoraria 2000,4000,5000,1.5 basic pay are given to employee on performance base and
company offer it sometime not any time

Transfer type
1. Posting transfer:-when some want to transfer him or herself is known as posting transfer.
2. The interest of service transfer:-when transfer occurs through department wish.
3. Mutual transfer:-transfer by the mutual understanding of employee for example one employee
in Peshawar and another in swat Peshawar the employee who in Peshawar want to transfer to
swat and swat employee want to transfer to Peshawar.

25
3.2.3 EXAM BRANCH
 Daily dispatch:-received daily dispatch and send it to branches of PTCL.
 Training:-the mail of new technology come to PTC College and then PTCL send its
employee for training to PTC College.
 Handle the interne and internship programmed.
 Make payment voucher.

3.2.4 EQUAL EMPLOYMENT OPPORTUNITY

Very commonly the Senior Executive Vice President (SEVP HR) in the company bears the
major responsibility for ensuring that the organization complies with the various equal
employment opportunity laws and regulations. She or he often delegates the day-to-day detailed
administration to someone within the H.R. department who either specializes in this field of
work or who performs these duties along with others department such as the employment
function. Usually the Chief Executive Officer (CEO) of the company, whether she or he is called
the chairman/chairperson of the board or the president, plays a key role in the formulation and
implementation of equal employment policy.

Employee Relations
When a union has been certified by the National Industrial Relations Commission N.I.R.C, as
the result of an election, as the sole and exclusive bargaining agency (E.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 director of industrial
relation 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.

26
3.2.5 RECRUITMENT
The department first determines the need of employees to be hired .The post against each
vacancy is advertised and then the applications are invited from the applicants. If there is a post
of manager cadre the SEVP personally is the interviewer of the interviewer along with his team.
PTCL is also using an online Human Resource Hiring Management System in order to find the
best fit for the organization.

Recruitment Methods
There are basically 2 methods at PTCL frequently carried out when desired, these: methods are
as follows:

 Internal Recruitment
 External Recruitment

Internal Recruitment
In this method the candidates are recruited within the PTCL. It is a search mode in which the
PTCL check out the potential and right and desired person within the PTCL. In order to get
desired candidates they advertise within the organization. Job specification and job description
by using Notice Boards

External Recruitment
In this method PTCL recruit externally from the outside environment. For this method they use
different modes to recruit the people. Few of the methods are as: follows carried out in past as
well as currently, Online Recruitment, Use of Print Media, (Newspapers

Quota System
 There is a percentage reserved by each quota differentiated on the basis of Gender and
Province.
 Punjab 50%
 Sindh 20% Khyber Pakhtunkhwa 17%
 Baluchistan 10%
 Women 5%
 Handicapped 2%

27
Modes of Recruitment
PTCL Advertise its vacant positions through different sources of media these are as Follows:
Official Web Site

 PTV
 The NEWS
 The JUNG
 NAWA-A- WAQT
 Google (Online application forms)

3.2.6 INTERVIEW METHODS

The interview method depends on the situation and conditions but there are three types‟
interviews but two of them are and were in focus of PTCL while carrying out Selection. These
three methods are:

 Structured Interviews
 Unstructured Interviews
 Semi Structured Interview

But at PTCL there are only 2 types used which are:

Structured Interviews are those which are preplanned and predefined in order to check the
skills, abilities, knowledge, behavior, and required potential of the candidates.

Unstructured Interviews
Are those which are not predefined and preplanned but they are based on conditions and
possibilities.

3.2.7 SELECTION
Selection is the process of choosing from a pool of applicants the individual or individuals who
best fit the selection criteria for a given position. PTCL has got very effective and efficient
selection.

Selection Criteria
These are the following steps carried out by PTCL in order to meet selection
 Recruitment (Advertising Job specification Description)

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  Application (Online & Forms)
 Screening of applications
 Test
 Interview
 Final Decision Making
 Joining Letter

3.2.8 ORIENTATION TRAINING

In PTCL I interact with the new hired employees during my internship. During my internship
PTCL hires five new candidates for different jobs. Among these each fresh employee undergoes
a 15 days orientation course in order to acquaint them with the organization, its numerous
programs, policies and procedures along with its different functions and actions. Provisional to
the quantity of participants available, these training are given on either individual basis or
classroom group training. The period and subjects of the course are decided to encounter
individuals’ needs concerned in discussion with particular department heads GM, AGMs and
managers, subject to the job type and time desired. The freshly inducted employees along with
the promotes allotted to new fields of events are given on job training for one week to twenty
four weeks, as may be considered essential.

Technical and Specialized Training

Having knowledge of the job in any position is an important part of one’s obligation. It is
necessary that the employees acquire new practices and skills from technical and specific courses
which are prearranged by either the company itself or by external agencies as the procedures,
practices and technology are varying at a fast pace. These courses enable the employees to touch
a high level of expertise.

Supervision/ Management Development Training

Proper importance is placed on the improvement of management and supervisory skills of
employees so as to have a stable tactic to an outstanding growth of their management employees.
The employees that are chosen then take part in various workshops and official classroom
courses which may be directed by the company itself or supported by external organizations for
e.g. Pakistan Management Association, Pakistan Institute of Management and other related

29
organizations. Advance management courses, effective supervision, problem analysis and
decision making, practice of supervision problems of management, junior executive’s
management course, job instructions procedures and leadership conference etc. are the simple
regular management training programs that may be considered for partaking.

On-The-Job Training
It is considered that the finest place for real learning to happen is by being on job i.e. underneath
the skilled instructions and training by his superior, the employee learns the job. As not many of
the supervisors and managers are qualified instructors, it becomes the responsibility of the
administrative department and personnel to arrange, through applied supervision courses, the
training of the job guidelines procedures.

3.2.9 PERFORMANCE MANAGEMENT SYSTEM

PTCL marked the category of employee through which measure performance of employee there
is 5 categories of employee performance management system. A, B, C, D, E.
A. If employee work or perform extra work out of his task it come in A categories and called
outstanding.
B. If employee come in B categories mean work or performance is excellent.
C. If employee work is satisfactory
D. When employee need improvement
E. When employee performance are UN satisfactory.

Attendance policy
 Absent without any notification of 3 days so the policy is to deduct one day salary and 2
day leave.
 If employee absent 3 to 5 days it will be deduct 2 day salary and 3 day leave.
 And more and 6 days show cause to employee.

3.2.10 TRAINING & DEVELOPMENT

We believe that the role of training and development in a service involved organization is many
times more in comparison with what it has in a manufacturing involved organization.This role
becomes more significant in a situation where the need to transform organizational culture is
identified as the most glaring problem and the most difficult impediment on the way to

30
organizational growth. PTCL employees are a great asset not only for the company but also for
the country. Their marvelous potential is yet to be exploited. Their skills need to be developed,
their expertise need to be updated for which training and development department is at their
disposal to cater their training needs.
We assure that, training and development team would never miss an opportunity to contribute
towards the betterment of the company. Training and Developments is playing an essential role
in changing PTCL from a government sector organization to corporate sector company. We
consider every employee of the company as our customer and firmly believe that meeting their
expectation would help us achieve customer satisfaction. We look forward to your input for
making our endeavors more effective.
We would like to take this opportunity to salute all our workers and employees especially those
who are working in the field and assure them that the management is fully aware of their
dedication and hard work and appreciates their performance and want to make them more skillful
and improve their expertise through different trainings.In this spirit, that T&D Training and
Development has a clear road map of activities and is committed to provide high quality
trainings for the development of every single employee. We promise that your support and
cooperation coupled with our hard work will bring epoch making triumphs and prosperity for
PTC.

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 CHAPTER 4
SWOT ANALYSIS OF THE ORGANIZATON

4.1 SWOT ANALYSIS

4.1.1 Strengths

PTCL enjoys monopoly State Of the Art International Gateway Exchanges & Satellite Earth
Stations. PTCL have largest network with its state of art technology and new digital exchanges.
These are the few important characteristics of PTCL network.

 It is the largest and oldest company of Pakistan

 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
 Up to date technology
 Monopoly over the local market
 Skilled Human Resource
 Innovative policies
 Availability of infrastructure
 Liberal policies for IT investments
 Government support
 Large no of staff
 Power to make policies
 Large network
 k Globally recognizable
 Good Credibility
 PTCL has a strong research and development
 department Nationwide reach

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4.1.2 WEAKNESSES

 Image – Government organization.

 Regional & Domestic Political Instability
 Weak economy & corporate profiles
 Over staffing
 Poor employee relations
 Professional jealously
 Corruption (TA/DA etc.)
 Unionization
 Analog technology
 Slow decision
 Poor marketing
 Conflicts
 Nepotism
 Favoritism
 Inefficient staff
 Non motivated staff
 People resist changes
 Poor staffing
 Low employee motivation
 No reward in case of good performance shown by the employee at any level
 Lack of Customer focus
 Over employment and low productivity
 Very low employee moral Bad office infrastructure
 Low young blood

33
4.1.3 OPPORTUNITY
 Growth in telecommunication industry
 Market Size
 Privatization & liberalization
 Govt, IT operations & projects
 Innovation
 Introduce new technology
 Local handset manufacturing

4.1.4 THREATS
 Strong competitors.
 Political Instability
 New cellular companies
 Privatization bad debts
 Economy’s depression
 Internet offers by different mobile company is another threat to the DSL Service by
PTCL
 Internet USB offers by different mobile company such as Telenor and Mobilink
 Ability to retain qualified professionals

34
 CHAPTER 5

FINDINGS & CONCLUSIONS

 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
aspire 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.

35
 CHAPTER 6

RECOMMENDATIONS

The following recommendations are advised in areas, which have a scope for refining and
improvement.

 Due to overstaffing employees a large amount of money is wasted as well as negative

effect will be held on all departments of the PTCL, in all over the country

 The telecommunication sector is heading for wireless communication with a great

demand of V-Wireless especially in those areas where the facility of fixed line PTCL
service is not available.

 The current market is pretty competitive and requires a considerable amount of

investment to encounter the challenges of latest technologies, as it is important to expand
the current network while introducing new systems in it.

 The extraordinary rate at which IT and internet services around the world are growing is
that of 40% to 50% and Pakistan has also outstandingly grown-up in this segment.

 In Pakistan, the growth potential of the cellular industry is massive and in order to gain
advantage from this, Ufone and V-wireless, which have very good prospects, need to
enlarge their cellular network and allied system as soon as possible.

 Proper job instruction should be given to all the official staff and particularly to the
departmental managers as this makes them capable of directing the operations of the
whole department in a synchronized way.

 Robust strategies need to be embraced by PTCL for the promotion and publicity of
services that they provide so that they can attain an edge over others in the market.
Currently the company lacks behind in the proper usage of sophisticated methods of
promotion such as the absence of proper advertisements in the dailies, incomplete
information and nonexistence of unique features on their web site etc.

36
  Display on various boards and charts, in English plus other native languages, of the
company’s mission statement and finance mission (generated by the finance department)
along with the departments’ mission in their respective departments is essential.

 Proper training should be given to the personnel functioning on computers in each

department as business these days involves computers and software programs have a
tendency to change rapidly.

 Care needs to be taken on the working environment of the employees as this affects their
performance. Spacing should be distributed according to the needs of the respective
branches. Employees have an eight hours daily working routine and sometimes they even
sit for longer period of time. The overcrowded work place affects their efficiency at
work. For the effective and efficient output by the employees, enhanced working
conditions should be delivered.

6.1 SUGGESTIONS
 To maintain high morals of the employees, exceptional and more attention should be
given to their welfare.

 So as to encourage and develop the sense of association with the organization, different
schemes of employee’s interest should be announced every now and then.

 Incentives provided by the organization should be performance based so as to attain more

productivity along with great quality performance.

 PTCL, having a centralized style towards decision making should adopt a decentralized
approach as it assists in the appropriate distribution of responsibility and authority.

 The techniques of rightsizing should be embraced by employing the right individual at

the right place for the right job in order to get maximum output.

 Proper job description should be laid down along with the breakdown of jobs of the
people working in PTCL so that they would be clear about their jobs and the
responsibilities and expectations which are expected from it.

Too many rules and regulations inside the organization, harmfully affects the performance of the
employees. Vigorous and flexible systems and procedures are required for constant monitoring

37
and evaluation. Being a significant task, the objective of the system is to assist in the functions
and attain the anticipated results.
Within an organization, the performance of employees varies from person to person making it
essential to assess their performance. Hence, a proper employee appraisal system needs to be
established for the identification of the right employees who are entitled for promotion.
The management must be actively concerned in the arrangement of totally different events in
order to intensify communication among the employee’s members, as healthy and anxiety
free surroundings offers the platform to utilize skills within the nice manner. Along with the
numerical performance indicators, PTCL undertook quite ton of steps to start the journey to
bring a culture amendment within the organization.

38
 REFRENCES

 https://ptcl.com.pk
 www.google.com
 PTCL Annual Internship Reports.
 PTCL Human Resource Management Department Team Help.

39