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CHAPTER 01 LITERATURE REVIEW

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1.1 LITERATURE REVIEW:


Telecommunication is the exchange of information over significant distances by electronic means. A complete, single telecommunications circuit consists of two stations, each equipped with a transmitter and a receiver. The transmitter and receiver at any station may be combined into a single device called a transceiver. The medium of signal transmission can be electrical wire or cable (also known as "copper"), optical fiber or electromagnetic fields. The free-space transmission and reception of data by means of electromagnetic fields is called wireless. The simplest form of telecommunications takes place between two stations. However, it is common for multiple transmitting and receiving stations to exchange data among themselves. Such an arrangement is called a telecommunications network. The Internet is the largest example.(Ashraf,2008)

Today information has become the most vibrant force and factor of production in the new economy. The foundation of the information infrastructure is the telecom system. Initially, the telecom industry was monopoly. The world started to see an initiation of reform in this sector from early eighties of previous century. In Pakistan the liberalization of telecom sector started in early 1990s. The real defining moment was the passage of telecom reorganization Act of 1996, which establish the Pakistan Telecom Authority (PTA) as independent regular of the sector and set timeframe for ending the PTCL monopoly. This at paved the path for liberalization of the telecom sector in line with the global trends and Pakistans commitment to the international treaties like WTO. (kashif,2009)

Pakistan telecom sector remained stagnant for many years and no major progress was seen in this segment due to the monopoly of PTCL (Kashif,2009).But time changed and with the deregulation of telecom sector, investors found a friendly atmosphere and rushed towards Pakistan to take an advantage of these policies. The Telecommunication sector around the world went through a process of radical change from monolith state controlled culture to an open market competitive environment.
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Same thing happened in Pakistan and there occurred a boom in the telecom sector in the area. (Hasan 1999) But the real action happened in cellular segment and the number of mobile users has outstripped fixed-line subscribers and Pakistan telecom sector became the fastest growing sector as compared to other countries of that area.(Mangi 2005) This boom affected Pakistani culture and business culture of Pakistan as well. The users of these services became more and more conscious of the value of telecom services in changing business environment. Once seen as luxury items, mobile communication became a necessity. These services reduced information asymmetries and have become essential for small and large businesses alike. People have become more connected through these services than ever before. Near about all kind of businesses is being benefited through the use of these services. For example, a farmer selling his commodities to traders can now discover prevailing prices from all sources. It is a small business of just a single unit shop or it is a chain of a big multinational business, all are enjoying the fruity blessings of these telecom services. Along with this induction of new trends in existing businesses, a lot of new businesses were started due to this availability of telecom services and easy access to everyone. For example business of mobile handsets became very popular and a complete setup came into existence. Many more businesses like Call centers, Tele-centers and VOIP are all progressing and running due to this rapid influx of telecom services. These contributed towards job creation and enhanced economic activity. Pakistani president said regarding this that these telecom services have helped agriculture and industrial sectors and new jobs are being created in rural and urban areas. All these businesses are helping in the improvement of Pakistani economy and Pakistan is attracting foreign investors due to the boom of telecom sector. These telecom services have facilitated our life and their use has become a permanent part of our life. Anyone using these amenities can even not imagine living without these. So, these have become an essential part in performing the routine tasks.(Umer)

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1.2 SOME IMPORTANT FACTS ABOUT TELECOM INDUSTRY ARE AS FOLLOWS (PTA, 2010):
PTA successfully liberalized the telecom sector of Pakistan in an efficient, transparent and fastest deregulation of telecom in the region The Government of Pakistan gave the status of Industry to Pakistan Telecommunication Sector With de-regulation of telecom sector, PTA awarded 14 Long Distance and International licenses, 38 fixed local loop licenses and 17 Wireless Local Loop licenses. Under the deregulation process PTA awarded two new Cellular Mobile Licenses to Warid Telecom and Telenor Pakistan for US$ 291 Million through open auction, while renewed other 2 licenses for Mobilink and Paktel against same value. In 2007 Azad Jammu and Kashmir council adopted the Pakistan Telecom Act 1996, and PTAs jurisdiction was expanded to reach AJK and NA. PTA awarded five Cellular Mobile Licenses for AJK and NA while 13 companies were awarded total of 24 licenses for Long Distance International, Fixed Local Loop, Wireless Local Loop and Class Value added services categories. Pakistan Telecom Authority is capable of tracking gray traffic (illegal traffic) thanks to a technical facility installed, after which PTA in collaboration with Police has raided and closed many illegal telecom businesses. PTA got implemented IMEI system to curb handset thefts, through this facility, customers can block their mobile phones if they provide IMEI and other details. Pakistan Telecom Sector successfully implemented the Mobile Number Portability (MNP) and became first country in South Asia to have MNP There is a Consumer Protection Directorate (CPD) at PTA to protect telecom consumer Almost 92 Percent of Pakistani Population has access to telecom services (Attah, 2008 )

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CHAPTER 02 INTRODUCTION OF THE ORGANIZATION

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2.1

History of PTCL

From the humble beginnings of Posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, PTCL has been a major player in telecommunication in Pakistan. Pakistan Telecommunication Corporation (PTC) took over operations and functions from Pakistan Telephone and Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This coincided with the Government's competitive policy, encouraging private sector participation and resulting in award of licenses for cellular, card-operated pay-phones, paging and, lately, data communication services Pursuing a progressive policy, the Government in 1991, announced its plans to privatize PTC, and in 1994 issued six million vouchers exchangeable into 600 million shares of the would-be PTCL in two separate placements. Each had a par value of Rs. 10 per share. These vouchers were converted into PTCL shares in mid-1996. PTCL launched its mobile and data services subsideries in 2001 by the name of Ufone and PakNet respectively. None of the brands made it to the top slots in the respective competitions. Lately, however, Ufone had increased its market share in the cellular sector. The PakNet brand has effectively dissolved over the period of time. Recent DSL services launched by PTCL reflect this by the introduction of a new brand name and operations of the service being directly supervised by PTCL instead of Paknet. Last Year, in middle of 2005 Government of Pakistan had decided to sell at least 26 percent of this company to some private agency. There were three participants in the bet for privatization of PTCL. Etisalat, a Dubai based company was able to get the shares with a large margin in the bet. Many big change events are happening in PTCL at the moment after its privatization. these include the VSS (Voluntary Separation Scheme for its employees), ERP (SAP based), restructuring, B& CC (Billing and Customer Care Software) etc. Another seemingly minor change was change of brand identity (logo) that will present PTCL's new face after privatization, with greater focus on customer satisfaction and bringing about of new advancements in telecom for Pakistani consumers.

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2.1.1 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

2.2.1 Company Profile


Pakistan Telecommunication Company Limited, or PTCL, keeps caller connected from Pakistan to Islamabad. The communications services provider offers consumers and businesses with basic landline, DSL broadband, interactive television, and IP telephony services. The companies also provide holesale services such as traffic routing and call termination to other carriers. PTCLs subsidiaries include wireless phone services provider Pakistan Telecom Mobile, which operates as Ufone. In 2006 Emirates Telecommunications (Etisalat) acquired a 26% stake in PTCL and assumed management control of the company. PTCL is all set to redefine the established boundaries of the telecommunication market and is shifting the productivity frontier to new heights. Today, for millions of people, we demand instant access to new products and ideas. More importantly we want for their better living standards with increased values in this ever shrinking global of ours. We are setting free the spirits of innovation. PTCL is going to be your first choice in the future as well, just as it has been over the past six decades.

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2.2.1.1 Business & Corporate Users. For clear communication the first choice of business circles is PTCL telephone for local, nationwide and international calling. Today businesses can have 10-100 lines with modern day services to meet their needs. Now you get options like Caller-ID, call forwarding, call waiting, call barring, to name a few. 2.2.1.2 Nationwide Infrastructure We have the largest Copper infrastructure spread over every city, town and village of Pakistan with over million installed lines. The network has over 0.5 million POTS ports with more than 250,000 Broadband ports in 13 major cities. 2.2.1.3 National Long-haul Core Network We have over 10,400 km fully redundant, fiber optics DWDM backbone network. It connects over 840 cities and towns with 270G bandwidth. 2.2.1.4 Carrier Services Bas carriers-carries, we provide the core infrastructure services to the cellular, LSIs, local loop operations, ISPs, Call Centers and payphone operators. We provide all carrier services; right from inter connection and telehousing to DPLC and IPLC connectivity. Our interconnection services are provided from our 3200 exchange locations that connect your carrier networks domestically, in addition to providing IPLC bandwidth to connect your internationally through our four international gateways and SEA-ME-E3 and SEA-MEWE4 international submarine, also IMWE submarine cable will be added by the end of the year. Furthermore to provide connectivity to operations in the extreme remote areas of the country, PTCL launched its state of the arts satellite service (Skyline).

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PTCL satellite service (Skyline) is provided using the Intelsat Satellite Systems, an undisputed leader in satellite communication. 2.2.1.5 White Label Services PTCL customers can no provide uninterrupted services to their clients without undertaking large scale investment in infrastructure or developing expertise in their own network. PTCL White Lable Service is focused on speed and simplicity at minimal capex. This will enable our customers to offer their own branded WLI, DSL etc to customers together with an array of key support services. 2.2.1.6 Broadband Pakistan PTCL broadband is the largest and fastest growing broadband service in Pakistan. In less than to years of it launch, PTCL has acquired over 150,000 broadband customers in over 150 cities and tons across Pakistan, leading the proliferation and awareness of Broadband service across Pakistan. With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where till a couple of years back there was very little awareness in the country about broadband & high-speed Internet services. PTCL made the broadband technology affordable by lowering the barriers to entry, by geographically bringing the service within the reach of a common user across Pakistan and by continuous improvements in customer care for the service. Unique offers that makes PTCLs Broadband unmatchable are special packages for the students segment, FREE modem and installation, Free Dialup service for its Broadband customers and Free access to movies, music, classical Pakistani dramas, cricket matches, gaming, educational and religious content on PTCLs entertainment portal BUZZ, (made exclusive only to PTCL Broadband subscribers). PTCL also offers multiple free personalized e-mail accounts exclusively to its broadband users. In addition, PTCL
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recently doubled its broadband speed for all its existing a new customers at the same price, making 1MB as its minimum offered speed. For a connection you simply dial 0800 8 0800 or visit www.ptcl.com.pk. 2.2.1.7 IPTV Service (Smart TV) Using its state of the art broadband network, PTCL entered the media sector on 14 August 2008, by launching a digital interactive television service for the first time in Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the list of a few countries across the globe that offers this state of the art interactive TV service to its subscribers. Branded under PTCL Smart Line, the service Interactive Television, Broadband and voice telephony all at the same rime on PTCLs telephone line. Besides offering the highest digital quality TV picture, the most revolutionary section of this offering is the ability to rewind and pause live TV channels, the ability to block/unblock any TV channels for paternal lock and the ability to search through video on demand content. Currently PTCL smart TV offers its viewers over hundred live channels and over 350 local and international movies title on Demand. The service for now is available in four cities Karachi, Lahore, Rawalpindi and Islamabad however is planned to be expanded to all the major cities and towns across Pakistan during the year 2009. 2.2.1.8 Pak Internet Exchange It is the only IP enabled network with 40(number increase) point-of-presences (POP) in 26 cities. The existing 16G active bandwidth is used for Internet, data, video and video conferencing services and for voice of LDI. All PTCL broadband users, narrow band users, corporate, mobile operators and ISP are connected to this network.

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2.2.1.9 V-fone PTCL also continues to be the largest CDMA operator in the country with approximately 1.25 million V-fone customers. It offers fixed wireless telephone for your homes & business. With CDMA2000 1X technology, ours is the largest WLL network with a capacity of 2.6 M, covering over 10,000 urban & rural areas. The network is already enabled for voice; Dial-up internet access (153.6 kbps) and EVDO Broad band V-fone can be bought from our franchises or by dialing 1236 and it will be delivered within 4872 hours. 2.2.1.10 International Network SEMEWE-3 Submarine Cable System.

PTCL is a member of SEAMEWE-3 cable consortium with its cable landing station at Karachi. SMW-3 cable connect 39 cable landing station in 33 countries and four continents. SMW-3 is the longest system of the world with a total length of 39,000 Km. SMW-4 Submarine Cable System SMW-4 is a relatively new submarine cable system (inaugurated in December 2005) and links 14 countries with 16 landing stations across Europe, Middle East and Asia. The system is using Terabit DWDM technology to achieve. The link between any two destinations is STM-1.SMW-4 is designed for relatively higher traffic volumes. I ME WE cable details and Status with Map IMEE submarine cable is a tera bit capacity submarine cable system connecting India to Western Europe through Middle East. The cable system is 13,000 km long with 10 landing points in 8 countries.

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2.2.1.11 Satellite Communication PTCL ha Intel sat Standard Earth Stations near Karachi and Islamabad. These installations provide the diversity for international voice connectivity and also work as Hub for domestic satellite users. There are four Intel sat Standard B Earth Stations at Islamabad, Gilgit, Skardu and Gwadar. Ufone PTML is a wholly owned subsidiary of PTCL established to operate cellular telephony. The company commenced its operations, under the brand name of Ufone, from Islamabad on January 29,2001. During the year, as a consequence of PTCLs privitization, 26% of its shares were acquired by Emirates Telecommunication Corporation (Etisalat). Being part of PTCL, the management of Ufone has also been handed over to Etisalat. During the year July 2005 to June 2006, Ufone continued on the path to success. The company further expanded its coverage and has added new cities and highways. Ufone has network coverage in more than 750 cities, towns and across all major highways of the country. During the year Ufone successfully completed the network expansion of Phase IV in existing as well as in new cities and towns, which amounted to more than US Dollar 170 million. As a result the asset base of the company has increased from Rs. 20 billion to Rs. 27 billion. During the year Ufone adopted the policy of simplified tariffs with no hidden charges, which resulted in positive impacts on the usage trends of subscribers as well as total subscribers base, which has increased from 2,579k in June 2005 to 7,487 k in June 2006. Ufone currently caters for international Roaming to more than 200 live operators across 121 countries and introduced international reaming facility for prepaid subscribers in Saudi Arabia, United Kingdom, United Arab Emirates, Singapore, Portugal, Thailand Cyprus, Bangladesh, Uzbekistan, Tunisia and Kuwait with lowest rates, featuring no security deposit and activation charges. GPRS roaming facility is available with more
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than 90 live operators across 66 countries. The company has also been awarded a new license for providing cellular services in Azad Jammu & Kashmir and Northern Areas.

2.2.2 Vision Statement


To be the leading information and communication Technology Service Provider in the region by achieving satisfaction and maximization Shareholders value. The future is unfolding around us. In times to come, we will be the link that allows global communication .we are striving towards mobilizing the world for future. By becoming partners in innovation, we are ready to shape a future that offers telecom services that bring us closer.

2.2.3 Mission Statement


To achieve our mission by having 1. An organizational environment that fosters professionalism, motivation and quality 2. An environment that is cost effective and quality conscious 3. Services that are based on the most optimum technology 4. Quality and Time conscious customer service 5. Sustained growth in earnings and profitability

2.2.3

Core Values

1. Professional integrity 2. Customer satisfaction 3. Teamwork 4. Company loyalty

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CHAPTER 03 COMPANY ANALYSIS

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3.1 SWOT ANALYSIS 3.1.1Strengths


Largest operational network and infrastructure within ICT (Information & An integrated Monopoly. Market leadership in Local loop, Wireless local loop (WLL) and fixed PTCL (Ufone) is market challenger in GSM segment. Ufone is performing well though Warid and Telenor are tough Communication Technologies) segment.

telephony.

competitors. PTCL, Ufones profitability increased by 49.2 percent to Rs 977 million in 1H/FY07 as compared to Rs 655 million in the corresponding period last. Competitors still depend on PTCL network either directly or indirectly. Experienced Telecom Resources.

3.1.2 Weakness
Not been able to nurture its growth around customer services oriented Not been able to nurture its growth around customer services oriented Monopolistic culture has further added to its complexities. Paknet, the internet service provider arm of PTCL continues to incur losses PTCL-V, the fixed wireless phone service is poor. Over employment & low productivity. Slow decision making including external interferences. Corporate culture akin to government departments. strategy. strategy.

due to poor management and lack of network optimization.

3.1.3 Opportunities
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further.

Low teledensity of Pakistan. Have vast infrastructure and real estate assets which can be leveraged Global connectivity reliability has been improved. PTCL is expanding the

long distance and infrastructure side through spreading out two sea-me-we submarine cables. Partnership with new entrants in a deregulated environment. Scope for efficient/cost effective operations.

3.1.4 Threats
Increased competition in long distance continues to exert pressure. VOIP use is increasing despite ambiguous and discriminatory policies. Exposure to market competition. Migration to Cellular Networks. Ability to Attract & Retain Quality Professionals. Reduction in International Settlement Rates.

3.2

PEST ANALYSIS:

The macro-environment includes all factors influencing a company that are not within its control. These include political, social, economic and technological factors. These are known as PEST factors. A technique of analysis of the macro environment is PEST analysis. Since the Telecom industry is very much influenced by changes taking place in the environment and has undergone rapid and dramatic changes during the last decade, this analysis is especially important for PTCL.

3.2.1 POLITICAL FACTORS


Political factors always have a great influence on PTCL due to its monopoly in the market. In recent years it has been observed that government played an active role in increasing competition in the Telecom industry. Pakistan has achieved some political stability in recent years. If the management of PTCL believes that the present government
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will perform well (consistently), then there will be more co operation by the government and PTCL can excel in latest technology in this competitive environment. The company would become better and will grow resulting in more suitable products for customers and would capture more market share then the mobile companies.PTCL should take the advantage of suitable policies of government because it would help them to gain larger market share.

3.2.2 ECONOMIC FACTORS:


Currently, PTCL has major competitors like mobilink, warid, zong, ufone etc, these are its indirect customers but they are gaining more market share and are economically well going, so PTCL would have to think to target its customers to its best extent. Customers purchase behavior depends very much on quality and innovative latest technology. So PTCL would have to provide best service to be a leader in the market. It has got monopoly in the market in land line but PTCL has to think far away from this. As inflation rate is unstable in Pakistan, spending power of consumers has effected in the long term. In fact growth in Pakistani economy has resulted in an increase in spending power and has positively impacted PTCL. The new services and products has got fame in the minds of young generation,e.g:EVO,DSL Student packages etc.so right now PTCL economically is far better than the other cellular companies but its not the point for PTCL to stop it has to go along way yet.

3.2.3 SOCIAL FACTORS:


The social structure of Pakistan is closely tied. The trend is now changing as the general public is educated and is pursuing professional goals. Customers are more aware of market conditions and available options and want to get best value for their money. They spend considerable time and money on entertainment hence increasing the need for entertainment systems. Also, word of mouth has a significant impact in the use of PTCL services. EVO attracts a huge number of customers. The social environment of Pakistan is turning liberal. So PTCL has to take advantage of the situation that customers are now getting more informative and it should focus more on its advertising policies.

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3.2.4 TECHNOLOGICAL FACTORS:


Technology is vital for competitive advantage and is a major driver. Major technological changes are taking place in PTCL with innovations in products and services.EVO and SMART CARD are such examples of these innovations. Internet plays a key role as its a vital need for all customers and PTCL internet packages are better than its competitors like WATEEN,WI-TRIBE, etc, which has helped it gain market share.PTCL phone sets have gain fame in the mind of the customers, these small sets are given by the franchises and PTCL provides the RUIMS.this is an advancement towards the competitive environment and PTCL is excelling and gaining market share.

3.3 MARKETING MIX OF PTCL: 3.3.1 PRMOTIONS:


PTCL is using following components of promotional mix for the promotion and publicity of its product/services.

3.3.2 ADVERTISING:
In promotional mix, PTCLs main stress is on advertising in print and electronic media .PTCL periodically places its advertisements in print media on services like H/Qs hotline0800-44544,Caller line identification (CLI),Voice Messaging Service, Digital Facilitie,,PTCL Prepaid Calling Cards, Inquiry 1217,Complaint 1218,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. PTCLs Commercials on, CLI, Voice Messaging, Digital Facilities, EVO wireless, Broadband Pakistan etc. are also broadcast immediately on electronic media as reminders to Customers.

3.3.3 SALES PROMOTION:

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PTCL charges 1rps/min for all Pakistan to all ptcl and vfones 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. And also student internet packages and special packages time to time to attract customers.

3.3.4 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, PTCLs 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.

3.3.5 PLACEMENT:
The Head Office of Pakistan Telecommunication Company Limited is situated in SectorG-8/4. PTCL products and services are all over Pakistan because it has a monopoly. The phone sets are of different frequency for different areas In settle Ares PTCL phone sets have a frequency of 1900 and in northern areas they have a frequency of 450.the placement of product and services for PTCL is all over Pakistan whether urban or rural areas. PTCL has an Optical Fiber Construction Region Lahore and Optic Fiber System Islamabad, each headed by a General Manager to install, operate and look after optic fiber systems/cables. In each District and Tehsil, an Exchange, Franchisor, Call Centers, Customer Care Centers are available to facilitate the customer need.

3.3.6 PRICE:

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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 PTCLs 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 2009 (as per Tariff rates) with the objective to position PTCL for competition.

3.3.7 PHYSICAL EVIDENCE: 3.3.7.1 EXTERIOR:


PTCL built very good and attractive buildings of its offices as well as its franchises In order to attract the customer and as physical evidence.

3.3.7.2 INTERIOR:
Interior as well manage but not as like its competitor like Moblink, Telenor there franchises are well mange internally and attractive their internal environment as too much attractive and an educated stuff is present there in order to facilitate the customers but in PTCL franchises mostly not manage in region like Multan. But well Manage In all the cities of Pakistan.

3.3.7.3 PEOPLE:
The employs 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 goodwill of the
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company. Company also focuses on the status of their employees and gives them performance appraisal program and gives them incentives and also gives them medical treatment.

CHAPTER 04 INTERNSHIP EXPERIENCE

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4.1 Department Worked During Internship Working in the Marketing Department of best Telecom and well-reputed organization was an opportunity in itself for me. I was first appointed at the marketing department in the head quarter of PTCL in Islamabad, but due to some personal reasons I shifted to muzaffarabad on a PTCL franchise after 2 weeks so I had a double experience. The idea of internship before formally joining any organization is to enhance ones interpersonal skills, confidence, to gain a sense of responsibility and to acquaint oneself with the overall office environment of an organization. The marketing department at PTCL operates with one of the most efficient workforce. The employees are very committed to their job and play a significant role in the success and accomplishments of the organization. Working as an internee here I was introduced to various new ventures and this helped me understanding the inside functionality of a variety of projects ranging from print media to electronic. All the campaigns they work on always keep in consideration how to cater their targeted audience. The marketing strategies are completely aligned with masses requirement and understanding. 4.2 Contribution Made/Responsibilities.
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Social interaction with the staff of PTCL and mainly sales and distribution department. Understanding and getting familiar with the difference of corporate culture. Learning about PTCL culture, values and norms. Knowing about the products and services of the PTCL. Learning about the marketing intelligence and customer care procedures. Organizational structure understanding the flow of sales and distribution procedures. Record management for active and inactive dealers in particular regions. Dealing customers at the franchise. Listening complains of the customers. Problem solving. Convincing the customers. Leading other employees at the franchise. Customers record keeping.

TYPE OF SKILLS USED AND GAINED: Computer Skill: In this modern world, office work has shifted from manual to computer. So it is very important to have good knowledge and sharp computer skills to work efficiently in an office environment. Almost all of my work was done on computer so the computer skills, which I possessed, help me a lot. Work Management Skills: In the office environment a person is known by the work he or she does, the better one performs the more is one praised. So the work management skills that I had gained during the BBA program helped me manage the work. I also got the chance to improve those skills because skills become more effective with practice. Communication Skill: Business communication is the heart of the effective and efficient working of an organization. In PTCL I utilized the communication skills which I learnt in my 1st four semesters of BBA in the course of Business .Using
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these skills I was able to disseminate information to my seniors and to the manager, and also it helped me a lot at he franchise while I was dealing with cousomers. Relationship Management Skills: During the internship period I was able to exercise the techniques of relationship management as I had the opportunity to communicate and develop relations with my colleagues and seniors. PTCL headquarters was the best place to implement these methodologies due to large number of employees working there. Coordination Skills: Success of any organization depends upon the level of coordination among its employees. I learnt how to coordinate with other employees at the same level and with the upper level. During the Internship, I improve my coordination skill with working different persons having different ranks. For Example when I am coordinating with the manager, I am more formal than coordinating with immediate officer. Stress Management Skills: The work in the office has to be completed in the specific time period so this creates a stressful situation for the employees. It is therefore important to exercise the stress-management skills in order to get ready for the next task. I implemented these techniques. Time Management Skills: Managing many things at time is the skill which we learnt during our MBA program where we had to manage many projects at time helped me to do multi tasking at same time, for example dealing with clients at same time and working. Conflict Resolution Skills: I gained the skill to manage conflicts amongst employee because small conflicts do arise in large organizations as the work is interlinked. As the output of one department becomes the input of the other department. Self-management Skills: The next thing I was able to learn was indeed very important for a young professional like me was self-management. I was bound to follow the rules and regulations being followed in PTCL therefore I was able to develop discipline in myself.

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Boss Is Always Right Skills: This is the Golden rule, very strongly executed in the Government and private sector of the Pakistan. By doing internship in such an organization that has recently gone out of the government sector but the behavior of the employees is still like a government organization, I have come to learn that the boss is always right is one of the key to success.

CHAPTER 05 CONCLUSION & RECOMMENDATIONS

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5.1 RECOMMENDATION:
Increase promotion of company services especially through electronic ads

this will improve customer knowledge and awareness about the organization and it`s products. Develop competitive packages for customers which can beat the competitors of PTCL like telenor, ZONG all of the have very attractive packages, but ptcl has very few. Proper communication must exist between the upper level management The conflict between permanent and NTC employees must be resolved Young employees should be hired as they have fresh minds full of Being Innovative and creative is the only way PTCL can be successful in and middle level management, so that issues could be resolved at a better pace. because this has created an environment of tension in the organization. creativity, power and strength this competitive market currently they are far behind there opponents in developing new products and innovation. Proper benefits must be given as it encourages employees to perform Management of PTCL should communicate changes to its key people (all better. levels of management) by sharing information and ensuring its acceptance.

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5.2 CONCLUSION
In the end of my report, I would like to finish up of my internship experience by saying that I had great experience of working in Pakistan Telecommunication Company Limited. During my internship I came to know lot of things related to working of PTCL but also how to work in professional environment. With the help of this experience I think I would be able to work anywhere with the help of my communication skills and knowledge. While working with officers of PTCL-Headquarters, Marketing Department and PTCL franchise at Muzafarabad I learned many new things. PTCL being a service organization, cannot afford lose any customers. Customers satisfaction is therefore the most important element of telecommunication. So thats why they have said this year to customer care year. In the end I am very much thankful to Pakistan Telecommunication Company Limited for providing me such a great opportunity of working and employees for their supportive attitude.

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REFERENCES:
Annual report, 2009-2010, PTA available from: http://propakistani.pk/2010/12/02/pta-annual-report-for-2009-2010-download/ Attah, A. 2008, Some Facts about Pakistan Telecom Industry, available from:http://propakistani.pk/2008/12/29/some-facts-about-pakistan-telecom-industry/ Umer, M. 2007, Boom of Telecom Sector in Pakistan and Its Impacts on Pakistani Culture. Available from scribd.com Mangi, N.A. 2005, Pakistan: Birth of telecom revolution. Available from: http://www.businessweek.com/magazine/content/05_05/b3918096.htm Hasan, S.A, 1999, Telecommunication corporation, Global Access through PTCL. Available from http://www.connect-world.com/Articles/old_articles/SultanAhmedHasan.htm Iqbal.K.2009. Report on PTCL. Ashraf. S.2008, Telecommunication-Industry-of-pakistan. Available from: http://www.docstoc.com/docs/2354317/Telecommunication-Industry-of-pakistan

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Appendix
University letter Internship letter Performance evaluation Performa

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