INTRODUCTION

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CHAPTER 1

INTRODUCTION

Seven years into a new century, the telecom sector of world finds itself at crossroads after
changing itself almost beyond recognition over the last 25 years. Privatization and
competition are the order of the day, with a majority of countries having adopted these
policies to advance their telecom sector. The results have been impressive; the industry has
grown at unprecedented pace. Although there has been a phenomenal growth in Pakistan,
especially in the cellular mobile communication and in the internet, yet the late density
remains almost stagnant.

So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant of Pakistan
telecommunication industry and enjoying the monopoly. This part of the report contains a
brief introduction of PTCL.

1.1 Introduction to Report:

As parts of the academic requirement for completing BBA-Hons. The students are required to
undergo administration 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. 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.

1.2 Purpose of the Study:

The main purpose of the report in hand is together relevant information to compile internship
report on PTCL .

To observe, analyse and interpret the relevant data competently and in a useful manner.
 To work practically in an organization.
 To develop interpersonal communication.
1.3 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.

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As there was a little time for me to study Human Resource systems and policies and their
work environment, but this report mostly focus on the training and its functions and policies
and also its weaknesses. I have given my recommendations in order to remove the problems
or obstacles from the Human Resource department. Similarly different aspects of overall of
PTCL are also covered in this report.

1.4 Limitations of Study:

Something is better than nothing. No matter how efficiently a report is conducted, it cannot
be perfect in all respects. This study was conducted according to the objectives of the report.
The report may not include broad explanations of facts and figures due to the nature of the
report. Secondly, the limitation, which affects the report, is the restriction on mentioning
every fact of the PTCL due to the problem of secrecy of the PTCL. In addition, the
availability of required data was a problem as all the documents and files are kept strictly
under lock and key due to their strictly confidential nature. Third one, the problem of short
period of time also makes the analysis restricted as one cannot properly understand and thus
analyse all the operations of PTCL just a very short time of eight weeks.

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OVERVIEW OF THE ORGANIZATION

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CHAPTER 2

OVERVIEW OF THE ORGANIZATION

2.1 History of PTCL

After the partition of Indo-Pak subcontinent in1947, the areas that became part of Pakistan
were mostly neglected in respect of telecommunication services. The supporting organization
and manufacturing telecommunication equipment were almost non-existent in Pakistan

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 centres, production and
repair of equipment 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.

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
Telecommunication equipment/materials by using the latest technologies. During PTC period

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the number of lines increased to 21, 26,054 in 1995, an increase of over 230 per cent 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). Although policy was kept for the government, the regulation of the sector was
entrusted to the Pakistan Telecommunication Authority (PTA). Frequency Allocation Board
(FAB) was established for managing 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.

Pakistan Telephone and Telegraph (PT&T)

The first step towards reform in telecommunication sector was made in 1962 when the Ayub
khan government decided to split up the (PT&T) department into two separate departments
Pakistan Post and Pakistan Telephone & Telegraph (PT&T) under the presidential ordinance.
The PT&T was in fact a civil service department under the minstrel controls. This department

6
was headed by director general. The decision making power was concentrated with the post
of DG, whilst the responsibilities were delegated to general managers and chief engineers and
general managers reporting directly to the director general. The centralized structure of
PT&T caused inefficiency in operations and long delay in implementing decisions. At the
time of inception of PTCL the total number of employees working in PT&T was 45686 and
total network comported of 922,000.

Pakistan Post and Telegraph (PP&T)

At the time of freedom telecommunication services were executed by a single department

known as Pakistan Post and Telegraph (PP&T). This unit started its telephone service with
only 12346 telephone lines and seven telegraph offices all over the Pakistan. All the
telephone service at that time was manual. This department continues its business up to 1962.
The Government of Pakistan adopted the Government of India telegraph act 188 to control
and direct the activities of telecommunications.

Pakistan Telecommunication Corporation (PTC)

The era of 1990s brought many changes in the financial structure of Pakistan. The
Government of Pakistan followed the deregulation and liberalization policy in production and
service industry. The major change in this respect was privatization and deregulation of many
of the departments of Government of Pakistan. The objective was to shrink the load of the
Government minimize the bureaucratic influence and advance the efficiency of these
departments. Pakistan Telecommunication Corporation in its five years life spread the
network of its services all over the country and the total number of telephone lines stretched
to TP2127344 in addition to telegraph the telex services. The total number of employees at
the end of 1995 was 53705.

Privatization

The progression of the cellular sector in Pakistan can also be the feature of good governance
policies of the government of Pakistan and the Privatization Commission. In April 2006,
Etisalat International Pakistan, which is commonly known as Etisalat, has expected
management control of Pakistan Telecommunication Company Ltd (PTCL) – part of the
$2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL is hailed as
steering in a new era for telecommunications in Pakistan. Now, under the management of
Etisalat, Ufone will concentrate on customer needs and benefits and is more gritty ever

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to be the leading cellular player in the market. Ufone has been known for providing superb
offers and quality service to its customers. With the new likely investment, Ufone can now
aggressively enlarge its network coverage.

New Owning Company of PTCL

ETISALAT was founded on 30th August 1976. ETISALAT provides telecommunication

services to the United Arab Emirates, and is one of the leading service provides in the Middle
East. ETISALAT taking on new technologies, new philosophies and new methods of doing
business. Their new corporate identity is a tool for this 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. The staffs of ETISALAT have intended at utilizing the expertise
the skills of PTCL employees in a proper way. Emirates Telecommunication Corporation
(ETISALAT) was the highest bidder for the acquisition of a 26 % stakes in Pakistan
Telecommunication Limited (PTCL). This latest reflects the determination of ETISALAT to
strengthen its position as the leading telecommunication in the region. The acquisition of 26
% of PTCL provides ETISALAT international access to the management of the company and
pool of experienced professionals.

2.2 Nature of the Organization:

Pakistan Telecommunication Company Limited (PTCL) was integrated

in Pakistan on December 31, 1995 and is listed on Karachi, Lahore and Islamabad stock
exchanges. It was established to take-on the telecommunication business decisively carried
on by Pakistan Telecommunication Corporation (PTC). The business was transferred to the
company on January 1, 1996 under the Pakistan Telecommunication (Reorganization) Act,
1996 at which date PTCL took over all the properties, rights, assets, obligations and liabilities

of PTC except those transferred to National Telecommunication Corporation (NTC) ,

Frequency Allocation Board (FAB), Pakistan Telecommunication Authority (PTA) and
Pakistan Telecommunication Employees Trust (PTET). The company initiated business
on January 1, 1996. The registered office of the company is located in Block-E, PTCL
Headquarter, G-8/4 Islamabad. Pakistan Telecommunication Company Limited (PTCL) is the
main source of Telecommunication services in Pakistan. It possesses and operates a

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significant part of the telecommunication facilities and provides domestic and international
telephone services and other communication facilities throughout Pakistan.

2.3 Business Volume:

Fixed line connections in the country are more than 5.4 million and the cellular connections
are 12.7 million currently there are 315 payphone and over 51,000 wireless payphones. There
are over 140 Data and Internet service providers (ISP’s) to whom PTCL has provided
network infrastructure. PTCL generated annual Revenue of over Rs. 11 billion from its
private sector working partners.

2.4 Profile of Employees:

No of Employees

02
President & Company Secretary

Senior Executive Vice President 07

Executive Vice President 22

Chief Engineers 26

General Managers 94
AGM, DY. GM, Director, System Analysts,
Dy. Managers, RTO, CS, SE, DE, SAO, DM, SRO etc. 2500

ADE, AE, SDO, AO, SL, Lect etc. 20,000

ES, Assistant. PA, Tech, LM. UDC, 47,000
KPO,Khakroob, Mali, HC, etc. (almost)

Total Employees
Note: This figure includes all permanents, contract

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 bases and also appointed under new terms and 70,000
conditions during the year 2005. (almost)

Table No. 02

2.5 Product Lines:

PTCL is the only incorporated telecommunication service supplier in the country. Based
upon its strengths expressed in gigantic and varied networks including of an array of wire line
and wireless network elements as well as a dedicated professional work force, your Company
continued to introduce innovative products and services meeting the needs of its large
customer base ranging from households to enterprises as well as other telecom operators in
Pakistan.

Products & Services of PTCL

 Landline Telephone Connections

 Value Added Services
 E-BILL PAYMENT
 Universal Access Number (UAN)
 Voice Messaging Service (VMS)
 Co- Location Centres
 Universal Internet Number (UIN) 131
 Virtual Private Network (VPN)
 Digital Cross Connect (DXX)
 EVO Wireless Broadband
 Broadband Pakistan
 IPTV Service (Smart TV)
 V-fone
 Video Con

Broadband

Being the major and the fastest growing broadband service provider in Pakistan, PTCL
introduced several new broadband packages, both for wire line and wireless customers, which

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resulted in an increased subscribers base coupled with improved customer satisfaction
resulting in 11% increase in customers during the period under review.

EVO – 3G Wireless Broadband:

‘EVO’ – PTCL’s 3G empowered wireless broadband service, empowering the customers

with high-speed mobile internet, has progressed as a major brand in the country. Through
innovative and exceptional quality products and services regularly introduced, ‘EVO’ has
enabled superior user experience for our valued customers.

Figure No. 01

As a result, ‘EVO’ customers’ base increased by 19% during the first quarter of 2013. The
wireless broadband customers were further assisted through revision of prepaid packages as
well as usage enhancement for EVO and Nitro cloud subscribers’ base. Also, Smart TV
service was launched on EVO network to provide the users with quality television viewing
experience on their devices. Besides, various bulk sales deals were signed to attract a large
customer base. In order to win-back churned-out customers, both prepaid and post-paid, free
balances as well as outstanding bill waivers were offered. The campaign with email and SMS
messages regularly being sent is conducive to increase the ‘EVO’ customer base. Further, the
bill collections have improved through customized reminder letters for on-time bill payment.

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PTCL Smart TV:

Figure No.02

PTCL Smart TV using its state of the art Broadband network, PTCL entered the media sector
on 14th August 2008, by launching a digital collaborating television service for the first time
in Pakistan. Retaining 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 includes Interactive Television, Broadband
and voice telephony all at the same time on PTCL`s telephone line. Further offering the
highest digital quality TV picture, the most revolutionary section of this offering is the ability
to “rewind” and “pause” live TV channels through TSTV (Time shift Television) feature, the
ability to block / unblock any TV channel for parental lock and the ability to search through
video on demand content. Currently PTCL Smart TV offers its viewers 125 live channels and
over 500 movie titles through its video on demand service. The service is available in 16
cities including Karachi – Lahore – Islamabad – Rawalpindi – Gujranwala – Faisalabad –
Peshawar – Sialkot – Multan – Sargodha – Jhelum – Wah Cantt – Taxila – Hyderabad –
Abbottabad and Sukkur. However it is planned to be expanded to all the major cities and
towns across Pakistan during the year 2010.

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

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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.

Figure No. 03

Voice
Landline:

PTCL landline continues to be the pillar of the telecom and internet industry of Pakistan and
is by far the prime voice telephony network in the country. This segment perceived several
innovative and revenue yielding campaigns which were launched in the first quarter of the
year 2013. In an attempt to recapture lost landline customers and strengthen our brand as an
effective solution to meet all-time-available voice communication service, the ‘Re-Connect’
campaign was launched. The primary objective of this campaign was to regain maximum
customers, who were disconnected either willingly or because of non-payment of PTCL bills,
as well as to reinvigorate interest in PTCL landline. The campaign enabled customers to re-
connect their closed landline connections by paying 50% of the total PTCL outstanding
amount. The campaign helped to rebuild PSTN landline image and enabled PTCL to regain
the lost customers. Resultantly, the PSTN customer base witnessed an increase during the
quarter in spite of stiff competition from cellular operators. Your company also launched
designer phone sets with the primary objective to deliver quality products and to increase
customer satisfaction. The launch features warranty-protected designer telephone sets,
enabling PTCL to build a greater brand image in terms of innovation and quality as well as to
promote the Company as a complete solutions provider.

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V-Fone:

Figure No.04

With the aim to acquire new subscribers as well as to retain and win-back existing and
churned-out customers, new promotions viz. V-Fone New Year Promotion and V-Fone
Reconnect Offer were launched during the period under review. The V-Fone New Year
Promotion aimed at encouraging customers to enhance usage through use of quality CDMA
sets. The V-Fone Reconnect Offer helped to win-back the disconnected customers through
attractive tariff rationalization. The network is already enabled for Voice, Dialup-Internet
access (153.6 kbps) and EVDO Broadband.

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PTCL Calling Cards:

Calling cards are available at all PTCL Customer Service Centres, Ufone franchises, V-fone
franchise and retail shops, in following denominations:

Figure No.06

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Payphone:

Behtar Aamdani, Behtareen Rabta---VPCO

VPCO is a feature-rich, easy to manage and hassle-free compact prepaid wireless PCO
solution, by Vfone--the largest wireless service provider in the country. VPCO provides an
all in one PCO solution with minimum investments.

PTCL Call Me Back Service:

There is a time when you need someone (Mobile User) to call you rather than you call them.
Possibly either you are budget conscious or may be someone`s cell phone was busy while
you dialled his number from your landline.

PTCL feels your need and have come up with another thrilling service i.e. Call Me Back
service. Through this service you can intimate your friends-mobile users, through an SMS to
call you back on your landline number.

QUADS PLAY Unlimited:

QUADS PLAY Unlimited on-net local & NWD calls along with PTCL `s broadband, smart
TV and I sentry service against fixed monthly charge of Rs.2, 499/ month only.

16
ORGANIZATIONAL STRUCTURE

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CHAPTER 3

ORGANIZATIONAL STRUCTURE

An Organizational Structure clarify the roles of personnel of an Organization and to

determine who has to do what task, which is responsible for what, objectives to be achieved,
who is to report to whom and to remove the hurdles for performance caused by confusion and
hesitation of job assignment as well as to make easy decision- making and communication
networks reflecting and supporting organization objectives.

The head of Pakistan Telecommunication Company Limited is called “President”. Then come
the SEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP (Operations),
SEVP (Technical), and SEVP (Human Resource Management), SEVP (Marketing &
Business Development). Then there is a chain of Executive Vice Presidents (EVPs) like EVP
(Finance Central), EVP (Marketing), EVP (HR Central), EVP (Accounts), EVP (Operation),
EVP (Information Technology, Training & Research), and EVP (Revenue). All these are
appointed at Pakistan Telecommunication Company, Headquarters at G-8/4, Islamabad.

Apart from these EVP, there are also EVP (Operation), EVP (HR) etc. Who are heading the
other regions of PTCL in major cities country wide. Then there are Chief Engineers and
General Managers at H/Qs who report to their relevant EVP. Then there are Senior Managers,
Deputy Directors, Assistant Directors, Account Officers, Assistant Account Officers,
Financial Analysts, Marketing Managers, Computer Programmers, and IT Specialists etc.
There are also Regional Heads (General Managers) to head PTCL Regions then come the
Senior Managers (Operations), Senior Engineers (Operations), Engineers to look after the
telecom system of Regions. There are also Senior Managers Finance, Account Officers and
Accountants to Handle Regional account and billing matters. Manager HR & his staff are
responsible to take care of Personnel affairs at Regional Level. In non-gazetted staff there are
Engineering Supervisors Operations /Switching /Power plant /Optical Fibre system/M.W
Media, Account Assistants, Stenographers, Assistants, Key Punch Operators, Telecom
Technicians, Upper Division Clerks, Lower Division Clerks, Line Men, Wire Men, Drivers,
Exchange Cleaners, Naib Qasids and Peons etc. All the staff is recruited by the HR
Department headed by SEVP HR. The HR experts are responsible for hiring & to further
streamline its recruitment process.

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3.1 Main Offices:

The Head Office of Pakistan Telecommunication Company Limited is situated in

Sector G-8/4, Islamabad, which is headed by the "President". Besides, it has Regional
Headquarters like:
 Islamabad Telecom Region
 Rawalpindi Telecom Region
 Hazara Telecom Region 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 Sukkur
 Western Telecom Region Quetta
 Switching network Central region Lahore

These Regions provide Telecommunications services to the customers in their

respective areas. Apart from these, PTCL has an Optical Fibre Construction Region Lahore
and Optic fibre System Islamabad, each headed by a General Manager.

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3.2 HRM Operations:

Human Resource Planning

Human Resource Planning is the process of forecasting, developing and controlling human
resources in an enterprise. This process helps the enterprise to ensure that it has right kind of
people and right number of people at right place at right time performing tasks for which they
are more effective.

Job Analysis

It is the process of systematic exploration of the activities contiguous and within a job. It
defines the duties, responsibilities and accountabilities.

Job Design

The HR department designs the jobs in which they define how work will be performed and
what task will be required in a given job. The four phenomenon of job that is practiced in
PTCL are given below:

 Job Enlargement
 Job Enrichment
 Job Extension
 Job Rotation

Job Description

It is written statement of what the job holder does (duties and responsibilities). In PTCL HR
department prepares the job descriptions and specifications for the jobs which are available.
This gives about the job like name of the job, qualification required, qualities required and
work conditions etc.

Recruitment

The HR department first determines the need of employees to be hired. The post against each
vacancy is advised 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 interviewees along with his
team.

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Evaluation

The employees are then properly evaluated by different evaluation criteria and procedures in
order to motivate them and to improve the performance. The job appraisal system
encompasses of different questionnaire depending upon which the whole system is
forwarded.

Pay Packages

The packages are also determined by the Human Resource Department. These are determined
on the basis of performance, ACR, qualification and seniority. It has comparatively low pay
packages yet good ones.

The managerial posts are filled directly by the Human Resource Department. On the other
hand the Technical Lower and mid-level supervisory staff is hired by the means of:

 Direct Hiring
 Promotion on Seniority Bases

The promotions are on the seniority along with fitness bases. So the qualified and the
efficient workers are supposed to come up to the top. Human Resource Department also deals
with the retention and firing of the employees. In case of deceased employee, one of his
children gets the job in the company according to his qualification. According to qualification
and skills it ensures the employee benefits.

Union

The union plays an essential part of the labour management relation. It bargains with the
management in the light of the demands of the employees. It is the responsibility of the
Human Resource Department which holds the formal talks and the consultations between the
parties. Human Resources Department is also responsible for the dealing with other
organizations running the same business.

Information Technology

The information system is the core of the operating of the each and every organization. It
helps in the policy formulation and the running of the business affairs properly by providing
the 1st hand and accurate information. The whole Human Resource Department functionality
depends upon the information system. Better the information system, better the Human

21
Resource Department. The company is now in a process to develop its own HRIS system so
that it may have good information system and be able to serve the employees as well
customers through Human Resource Department efficiently and effectively.

Training and Development

PTCL 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 substantial in a situation where the need to transform organizational
on the way to organizational growth. PTCL employees are a great asset not only for the
company but also for the country. Their spectacular potential is yet to be exploited. Their
skills need to be developed, their proficiency need to be updated for which training and
development department working under the HR department is at their disposal to cater their
training needs. The training and development team assure that they 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. It considers every employee of the company as their customer and
firmly believes that meeting their expectation would help them achieve customer satisfaction.

In this spirit the T&D Training and Development has a clear road map of activities and is
devoted to provide high quality trainings for the development of every single employee.

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STRUCTURE OF THE HRM DEPARTMENT

23
CHAPTER 4

4.1 STRUCTURE OF THE HRM DEPARTMENT

The Human Resource Department in PTCL was formally established in 1996 and it was re-
organized in 2005. PTCL human resource system is known as HRIS-PTCL and it is working
under SEVP & GM at regional centres.

Human Resource Management refers to the use, development, valuation, reward and
management of individual organizational members or worker groups. It includes the design
and implementation of systems for planning, staffing, developing employees, managing
careers, evaluating performance, compensating workers and smoothing labour relations.
Human resources, along with financial, material or time resources, contribute to the
production of goods or services in an organization. Effective human resources call for
managers and human resources professionals to find the best way of using people to achieve
organizational goals and to improve organizational performance. Human Resource
Management (HRM) is seen by specialists in the field as a more innovative view of
workplace management than the traditional approach. Its techniques force the managers of an
enterprise to express their goals with specificity so that they can be understood and
undertaken by the workforce and to provide the resources needed for them to successfully
accomplish their assignments. As such, HRM techniques, when properly practiced, are
expressive of the goals and operating practices of the enterprise overall. HRM is also seen by
many to have a key role in risk reduction with in organizations.

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HR DEPARTMENT HIERARCHY AT PTCL

25
Business Practices

Human resource management involves several processes. Together they are supposed to
achieve the above mentioned goal. These processes can be performed in an HR department
but some tasks can also be outsourced or performed by line-managers or other departments.
When effectively integrated they provide significant economic benefit to the company.

 Workforce Planning
 Recruitment (sometimes separated into attraction and selection)
 Induction, Orientation and On boarding
 Skills Management
 Training and Development
 Personnel administration
 Compensation in wage or salary
 Time management
 Travel management (sometimes assigned to accounting rather than HRM)
 Payroll (sometimes assigned to accounting rather than HRM)
 Employee benefits administration

Policy Initiation and Formulation

The SEVP of the H.R. Department is the individual most actively involved in policy revision
to cover recurring problem or to avoid expected problems. Ordinarily these are proposed to
the president of the company, and it is up on the latter`s authority that the policy is actually
issued. When proposing a new or revised policy the personnel director must analyse problem
that have occurred in the past, survey other companies to determine how they handle similar
situations, discuss the matter with colleagues and subordinates and give due consideration to
the prevailing philosophy in the organization.

26
FUNCTIONS OF HRM DEPARTMENT

27
CHAPTER 5

FUNCTIONS OF HRM DEPARTMENT

H.R. Management activities are carried on both by the staff H.R. Dept and by operating
management in the course of directing the activities of the work force. Deviation from the
pattern described may occur in particular companies because of special situations. This
function includes recruitment, selection, and induction into the organization. The initial
decision to add someone to the payroll is made by line management. It is also its
responsibility to determine the content of the job to be performed and the employee
qualifications necessary to perform the job satisfactorily. Very commonly, statements of job
content and employee qualification have been previously worked out jointly between line
management and the H.R. Dept. These are recorded in the form of job descriptions and job
specification. The H.R. Dept must develop and maintain adequate sources of labour. It must
set up and operate the employee selection system, which may include interviews, selection
tests, a medical examination, and reference checks. Quite commonly the role of the H.R.
Dept is one of screening with the final decision to hire or reject being made by the supervisor
who requested the new employee. However, in the case of large-scale hiring program of
unskilled or skilled workers, the H.R. Dept is commonly granted full and final authority to
make the hiring decision. The new employee’s supervisor bears important responsibilities for
introducing his/her to the new work environment. This is often called orientation.

Transfer, Promotion, Layoff:

For these tasks the H.R. Dept serves mainly in a coordinative capacity. When employees are
moved from one department to another either because of the needs of the business or because
of individual requests, the personnel records may be studied to as certain that they possess the
requisite skills. Layoffs typically are processed by the H.R. Dept to certify that the proper
order of preference is followed. This can become complex of combinations of jobs,
departmental, and plant wide seniority rights must be observed. When a vacancy occurs in a
position, it may be filled by promotion from within or by direct hiring from outside the
company. This decision is often made jointly between the H.R. Manager and the executive in
charge of the department where the vacancy has occurred. Many companies may establish
policies to cover matters of this type. The actual final decision as to which candidate is
chosen for the promotion is largely made by the executive in whose unit the vacancy has
occurred.
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Training and Development:

On-the-job training and coaching are performed by the line supervisor or by a specially
designated employee who acts in the role of an mentor. It is the responsibility of the
personnel industrial relations group to determine training needs in cooperation with the line
management. Once the needs are established, the personnel training specialists must design a
program to accomplish the desired results. If the program takes the form of in service class
room courses, it usually is administrated by H.R. Department. Coaching, performance
appraisal, and post appraisal counselling, job rotation, understudies, and special broadening
assignments are largely executed by operating managers but coordinated by a central H.R.
Dept. PTCL has established its own training facilities as detailed below:
 Telecom Staff College Haripur.
 Telecom Staff College Lahore Cantt.

5.1 Major Functions:

Following are the main functions of HRM Department of PTCL:

 Job Analysis
 Recruitment and Selection
 Training and Development
 Compensation

Job Analysis

Job analysis is the exploration of activities related to job. It is a basic task to be performed for
efficient recruitment.

Job Analysis at PTCL:

In PTCL job analysis is done through procedure manuals:

 They do computing for future turnover.

 After forecast they analyse where they have vacancy either it is in HQ, Region, CCS or
somewhere else?
 They collect data from managers, supervisors as well as their own inputs
 They collect data through interviews, informal questions about the job and observation.

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Job Specification:

After analysis of job they write job specification taking following things under consideration:

 Skills Required
 Qualification
 Experience
 Personality and Behaviour

Job Description:

After job specification they move towards job description and write details of duties and
responsibilities, working conditions and other main aspects.

Recruitment and Selection

Internal Candidates:

PTCL select their internal candidates for vacant posts by following methods:

 They use online software call PMS for performance evaluation.

 Ask from employees’ immediate boss
 Or if boss nominate any employee as eligible

External Candidates:

For generating pool of external candidates PTCL follows the given steps:

 Advertisement through different medias

 Online submission of CV’s ( e.g. Rozi.com)
 Online pre-screening for those who don’t meet initial requirement
 Then applications of short listed candidates reach to HR manager.

Interview:

Types of Questions:

 Interview is formal and structured

 Each panel member has sheet to evaluate

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 In 1st interview they evaluate qualification, skills and behaviour of the applicant In 2nd
interview most of questions are situational and job related

Training and Development

Orientation:

Orientation is given to new employees according to manual/forum:

 Policies, Rules and Regulations of the organization

 Duties and responsibilities to be performed
 Routine Task
 Communication to colleagues and immediate boss

Training Need Analysis (TNA):

PTCL do TNA by performance evaluation through Performance Management Software

(PMS), observation or asking by employees’ immediate bosses.

Types of Training:

PTCL do TNA provides following two types of training:

 On the Job Training

 Off the Job Training

On-the Job Training:

It includes learning by observation:

 Training by supervisor
 Training by colleagues
 Learning by doing

Off-the Job Training:

For off-the job training PTCL have training centres

 PTCL training centre

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 ITC academy Islamabad

From recent 3 years their own former or existing employees give training to new employees

After training they also evaluate the difference in performance.

Compensation

Salary Plans and Incentives:

 Structured pay Plans

 Increase salary once in a year
 Increments are based on experience
 Bonuses on performance
 Allowances

Facilities:

 Free internet service

 Free telephone facility at office and home
 Transport facility
 Medical facility
 Accommodation facility

5.2 Supports to Other Departments:

HR Department has good relationships with all the departments in an organization. People of
various departments in PTCL are recruited by HR Department and hence it starts with finding
out what the department is all about, how it functions, what are the kind of resources needed
etc. Then in Core HR operations as well, HR Department needs to connect with the other
departments for payroll, leaves, confirmation, rewards and recognition etc.

I would like to conclude by saying that HR Department is one which builds and binds with
the other departments and continuously works with them to achieve the company's goals and
objectives.

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ORGANIZATIONAL ANALYSIS

33
CHAPTER 6

ORGANIZATIONAL ANALYSIS

6.1 Operational Analysis:

Network Analysis

Pakistan Telecommunication Corporation (PTC) under the Act 1996, Pakistan

Telecommunication Authority (PTA) issued a license to Pakistan Telecommunication
Company Limited (PTCL) for the endowment of telecom services within Pakistan to private
sector and the general public as the Federal Government may determine and during the
exclusively period of the PTCL specified in above-mentioned Act. PTCL has 25 years license
to provide telecom services in Pakistan with stake in the Company with about 62% equity.

Nationwide Infrastructure:

PTCL has the principal Copper Infrastructure spread over every city, town and village of
Pakistan with over million installed lines. The network has over 6 million PSTN lines
installed across Pakistan with more than 3 million working. Furthermore installed capacity of
broadband is more than 0.6 million ports spread across 414 cities and town of the country.

National Long-haul Core Network:

PTCL has over 10,400 km fully redundant, fibre optics DWDM backbone network. It
connects over 840 cities and towns with 270G bandwidth.

International Network:

A). SEAMEWE-3 Submarine Cable System:

PTCL is a member of SEAMEWE-3 Cable Consortium with its Cable Landing Station at
Karachi. SMW-3 cable connects 39 cable landing stations in 33 countries and four continents.
SMW-3 is the longest system of the world with a total length of 39,000 km.

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B). 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.

C). IMEWE Cable details and status with Map:

IMEWE 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.

D). Satellite Communication:

PTCL has Intelsat 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 Intelsat Standard B Earth Stations at Islamabad, Gilgit, Skardu
and Gwadar.

Operational Departments

 Human Resource
 Revenue
 Customer Care
 Marketing
 Training & Development

6.2 SWOT Analysis:

Now I move towards the most important part of the internship report the SWOT Analysis
after working 8 weeks in the company i found some serious issues about PTCL. After

35
carefully analysing these true issues of an organization now I am able to understand the
organization in right way so, now i will go for SWOT Analysis of PTCL.

6.2.1 Strength:

 PTCL enjoy monopoly.

 State of the Art International Gateway Exchanges & Satellite Earth Stations.
 Good Quality International Connectivity.
 Large Earnings.
 Customer Base of over 4 million.
 Government Support.

6.2.2 Weaknesses:

 Image – Government Organization.

 Image – Lack of Customer Focus.
 Image – Out-dated people and technology (perception).
 Lack of Aggressive marketing.
 Lack of Customer Services.
 Ambiguous Management Style.
 Lack of Corporate Culture.
 Social Responsibility.

6.2.3 Opportunity:

 Growth in Telecommunication Industry.

 More aware and technology understanding consumer – a base that is growing at a fast
rate.
 Market open for more number of products – less dependence on single category or
product.
 Opportunity to introduce High Value Added Products / High margin products for the new,
more aware consumer.
 Time to establish brand loyalty, Pre-empt competitors, co-opt partners, invest in
technology and networks.

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6.2.4 Threats:

 Internet Telephony & other rapidly evolving technologies.

 Expected competition due to the deregulation in December 2003.
 New Technologies.
 Efficient Operators.
 International players, reduction in settlement rates.
 Migration to satellite and cellular telephony.

6.3 Weaknesses of HR Department of PTCL:

 The Human Resource Department is not up to the mark for the proper appraisal system of
the staff.
 The policies of the company are determined by the board of directors in accordance with
the HR Department. However there are certain policies in which the Human Resource
Department is dependent on the Ministry of IT & T Govt. of Pakistan.
 Employees have developed a psychology that promotion criteria & procedures of the
Human Resource Department of the company are not justified.
 The quality of service in areas is much poor hence creating the problems for customer.
 Human Resource Department is lacking employee training centres. There are only two
staff colleges. On the other hand the training opportunity is not provided to all the staff
equally.
 If an employee wants to study during the job, he has to take approval from the Human
Resource Department of the company; there are certain bottle necks for taking such
approval. The management also never encourages employees for enhancing their
qualifications / technical skills.
 The staff did not get any benefit for their higher qualifications in the shape of promotions
or pay increments.
 Proper evaluation of the employees is not in the normal functioning of the company.
 Refreshing courses are on & off, not timely and frequently.
 The proper information system is not in progress for the Human Resource Department.
The automation process by the Human Resource Department is slow hence delaying the
functioning of the company.

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 Human Resource Department lacks trained & related qualified staff and it is very difficult
for the SEVP Human Resource to do the right things for the organization and it takes
much time for normal working of the organization

6.4 Subsidiaries:

Ufone

Ufone (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its
operations on 29th January 2001 as a GSM 900 service provider. Since the outset, it has
expanded its coverage and customer base at a rapid pace and established itself as one of the
leading cellular service providers in Pakistan. Ufone is now considered to be one of the most
active, aggressive and innovative players in the mobile sector of Pakistan.
The growth of the cellular industry is a direct result of the successful implementation of the
telecom deregulation and cellular mobile policy by the Ministry of IT and
Telecommunications (MOIT&T) and the support, guidance and timely enforcement of
regulatory process by the Pakistan Telecommunication Authority (PTA).

International Coverage:

Ufone provides International Roaming facility with more than 150 international operators
across 79 countries. Ufone has GPRS roaming agreements with several international
operators and also provides prepaid roaming facility to selective destinations.

Customer Service:

Ufone is proud to have an efficient and friendly customer service through 21 company-owned
Sales & Customer Service Centres and nearly 250 franchisees across the country. The outlets
are able to service the customers with innovative solutions, and are empowered with Web
based franchise management systems. Ufone is poised to face the ever increasing challenges
of the market and is confident it will attract new customers. It has the ability to retain its
existing customer base with a high level of customer satisfaction via optimum network
service and a 24 hour call centre facility.

Network Coverage:

Ufone has always believed in a solid commitment to growth, security and reliability.
Therefore, Ufone has always balanced its expansion efforts and quality of service. With a

38
total current investment of $400 Million, Ufone has network coverage in more than 260 cities
and towns and across all major highways of the country.

Ufone has been instrumental in the growth of the cellular market in Pakistan. It is a company
committed to excellence. Under the new vision of Etisalat and with the support and
collaboration of its employees and vendors, Ufone aspires to be the best in the market by
offering customer focused products and a quality service and sales network.

U Microfinance Bank (Rozgar Microfinance Bank):

PTCL finalized the arrangements including regulatory compliances to acquire 100%

ownership of Rozgar Microfinance Bank Limited. The acquisition is in line with PTCL
Group’s initiative on Digital-Commerce. The initiative includes offering digital payments and
banking solutions. Branchless banking brings a bouquet of financial services to consumers on
the go. The services include P-P (person to person) Money transfer, mobile wallets, cash-in
cash-out, bill payments, G-P (government to person) payments, merchant/retail payments,
loan disbursement, loan repayment and more.

Branchless banking is used to substantially increase the financial services outreach to the
mass unbanked communities. It represents a significantly cheaper alternative to conventional
branch-based banking that allows financial institutions and other commercial sectors to offer
financial services outside traditional bank premises by using delivery channels like retail
agents, mobile phones etc. Acquisition of Rozgar Microfinance Bank is an economic and cost
effective regulatory compliance for PTCL Group to realize the benefits of opportunities being
offered by branchless banking.

6.5 Competitors:

There is no meagre competitor of PTCL in landline but with the growth of

telecommunication industry of Pakistan competition increasing specially in mobile phone
sector. In total there are more than 800 million subscribers of mobile phone. There are 03 big
players in mobile phone industry but 3 of them are the competitor of PTCL:

 Mobilink
 Telenor

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6.5.1 Mobilink:

‘Pakistan Mobile Communication Limited’, better known as ‘Mobilink GSM’, is a

telecommunication service provider in Pakistan. According to PTA statistics, Mobilink has
32.203 million customers by June 2010 with a market share of 32.47%. Though the market
share of Mobilink has declined from 41.9% in June`07 to 32.47% in June`10, it still holds the
leadership position with the largest operational network as well as subscriber base.

6.5.2 Telenor:

Telenor Pakistan is 100% owned by Telenor ASA and adds on to its operations in Asia
together with Thailand, Malaysia and Bangladesh. Telenor`s investment in Pakistan is the
single largest direct European investment in Pakistan. It has a subscriber base of 23.65
million as of May 2010 and a market share of 24% making it the country`s second largest
mobile operator. Telenor`s network covers more than 3000 cities, towns and highways
throughout Pakistan. Furthermore, Telenor Pakistan has more than 6,000 cell masts
throughout Pakistan, making it the 2nd largest network in Pakistan and 3rd in terms of
customer base.

Impact on Competition:

The Re-regulation in telecom sector has positive effects; people now have more Choices and
easy access to value added services at low-prices. The intensive competition in all parts of
telecom sector has significant decrease in the tariffs of different telecom services. With the
privatization and Re-regulation of PTCL many Competitors have entered in Pakistani market.
Paktel and Instaphone were entered in Pakistan telecom industry in 1990 and in 1994
Mobilink started its function. In 2001, Ufone, a supplementary part of PTCL entered in the

40
market and in 2005 both Warid and Telenor one by one started their services (uz Zaman, et
al.) From the year 2000 there is incredible increase in the cellular users. Mobilink is the
largest cellular company with the highest number of users, compare to Ufone. Currently 79%
population in Punjab has mobile phones, 75% in Sindh, 34% in Baluchistan, 63% in K.P.K.
and overall 73.3% of population in Pakistan enjoying this facility (uz Zaman, et al.).Zong
(previously Paktel) has great share in the cellular market. Latest data from PTA shows that
Telenor rise to number two and Warid telecom is becoming more popular and capturing
market share with the high pace as compare to other traditional rivals. Within 4 year of time
Telenor has reached to the second largest cellular mobile company after Mobilink with
subscribers of approx.19 million (PTA, Cellular subscriber). With the arrival of competitors
there is decreasing trend in PTCL landline and WLL subscribers. In 2000 there were 3.05
million fixed line subscribers and till 2005 there is increasing trend in the fixed line
subscribers (5 million fixed line subscribers), but after the year 2005 and with the entrance of
competitors its fixed land line subscribers decrease and reached at 3.58 million. This is not
just PTCL whose subscribers decrease but also Instaphone and Paktel who lost their market.
Instaphone is currently operating with bellow 1% market share in some backward area and
Paktel was coming down and down when Zong overtake and buy the company (PTA, fixed
line subscribers). This was just due to obsolete technology.

A great number of local and foreign companies are competing in Pakistan It includes both
fixed line (wired and WLL) and cellular. Although current operator still has monopoly
position in fixed line due to its strong infrastructure, yet major competition has been emerged
in Wireless Local Loop (WLL) and this market is directing towards full competition with the
entrance of some financially strong companies. The Value-added services market, including
Internet and Pay Card phones, is already in full competition (Shahid, Shou-lian, & Liu).

The raise in the number of telecom service subscribers can be linked with the convenience of
service and with the growth in the teledensity. Expansion of fixed line subscribers (200,000-
300,000)/year were projected on the bases of construction of new residential dwelling units,
new shops for small businesses and registration of new businesses with the Corporate Law
Authority (Choudhary, 2008). The subscriber growth and teledensity rate was insufficient
before PTC era. Switching T&T into PTC and then to PTCL helped the fixed network
development, and increase in teledensity. With the introduction of Competition in fixed and
mobile line has major impact on the users and the teledensity. The projection by Choudhary,

41
pointed towards the teledensity which was continue to increase for the next 10 years and will
reach to its peak up to 2018. At the same time, the growth in internet, WLL technologies
broadband and investment in telecommunication sector will also increase with the slow pace
for the next 10 years. (Choudhary, 2008).But the figure available on PTA website shows that
there is a decline in the fixed line services from 2006 to 2009. This is just in wired line
connection but the wireless local loop has an increasing trend in its teledensity and also
subscribers.

Future Outlooks:

Going forward, the management of PTCL plans to transform the organization into a more
customer friendly and commercially oriented organization. This will be through improved
customer care, better quality of service, and introduction of targeted new products and
emerging services. The customer interfaces will be fully empowered to achieve corporate
objectives. The future plans of the Company are focused on the growth of revenue by a
reversal in the trend of declining fixed line subscriber base through improved customer
services and response time, an increase in loyalty to the fixed line through value added
services, launch of targeted new services for corporate/ carrier customers and an improved
automation of internal processes and external customer interfaces. To reach the Company's
traditional profitability hallmark, varied investment options for risk diversification will also
be explored. This together may contribute to increasing the profitability of the company in
the coming years.

6.6 PESTEL:

Analysis of External Environment

Pakistan followed a steady approach to liberalize its telecom market during 1990s, as a first
step, market was opened for value added services and competition was introduces in cellular
mobile sector as four licenses were issued (Mobilink, PTML, Paktel and Instaphone). The
government monopoly was retained in fixed line services, however, PTCL legal monopoly
ended with effective from 31st December 2002. The government announced Telecom
Deregulation Policy and Cellular Mobile Policy in 2003 and 2004 respectively. The telecom
regulatory, issued new licenses for Long distance International (LDI) and Local Loop Fixed

42
(LLFixed). Wire Local Loop (WLL) and Cellular Mobile with the issuance of new licenses
the market is now open for full competition in all segments of the sector.

Industrial Structure:

Pakistan`s Telecom Sector has finally begun moving and looked set for an era of phenomenal
growth. The sector has witnessed incredible growth in recent years with Teledensity
depicting major expansion after deregulation. The primary purpose of deregulation of the
sector was to inspire healthy competition while providing better quality products and services
to customers on lower prices as well providing best technology available worldwide. Current
Teledensity in Pakistan has expanded exponentially from 4.3 per cent in 2002-03 to stand at
48.4 per cent in 2006-07 with currently standing at over 52 per cent, with better services and
competitive rates. Also, increasing inflow of foreign investment in the telecom sector has
resulted in the introduction of new cut throat technologies for provision of various telecom
services including cellular, wireless and internet services. In recent times, the focus has
increasingly shifted from Fixed Lines to Cellular and Wireless Fixed Lines (WLL), with
better probability and convenience. WLL has shown an improvement from 0.7 per cent to 1.1
per cent in 2006-07 from last year with subscribers of 2mn.

Market Operation:

Pakistan Telecommunication Company Limited (PTCL) keeps callers connected from

Karachi to Islamabad. The communications service provider offers consumers and businesses
with basic landline, DSL broadband, interactive television and IP telephony services. The
company also provides wholesale services such as traffic routing and call termination to other
carriers. PTCL`s 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.

Demand is driven by technological innovation and by growth in business activity. The

profitability of individual companies depends on efficient operations and good marketing.
Large companies have big economies of scale in providing a highly automated service to
large numbers of customers and have the financial resource required building and
maintaining a large network. Smaller companies can compete effectively only in small
markets or by providing specialty services.

43
CONCLUSION & RECOMMENDATIOS

44
CHAPTER 7

CONCLUSION & RECOMMENDATIONS

7.1 Recommendations:

 The Human Resources should take less time in recruitment and training the staff.
 Highly qualified & trained staff may be deputed in HR department.
 The promotional criteria by the Human Resource Department should be defined and be as
per rules.
 More training centres should be established. If there is lack of resources, it is difficult, the
training centres 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.
 The return on deposit should be checked accordingly.
 Proper distribution of work should be followed in the organization.
 Management should strictly monitor the performance of every staff member. All of them
should be awarded according to their performance and result in the shape of bounces, to
motivated incite them work more efficiently.

45
 7.2 Conclusion:

No doubt PTCL is enjoying monopoly but the time is came when compensation will force
company to change its policies to become favourite telecom service provider in the market &
keep its current place & customer base. The actual working substances are the human beings.
It goes without saying that Human Resources are the most important in the organization and
so does the Human Resource Department. It integrate all the activities and functions of the
company like job analysis, recruitment, staffing, training, designing compensation package,
employee`s appraisal system. Human Resource Department plays the key role in the hiring,
retention, motivation and promotion of the employees. Actually it assigns the specified duties
to the specified persons in this age of specialization. Human Resources Manager should be
well versed and confident in his field. He should be humane, well natured and have go face
reading capabilities. All this ensures his success.

46
REFERENCES

(1) Telecommunication

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

(2) History of Telecommunication in Pakistan

http://hubpages.com/hub/historyof_ptcl

(3) Pakistan Telecommunication Company Ltd

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

(4) PTCL Website, About Company

http://www.ptcl.com.pk/aboutus.php

(5) PTCL Website, Home & Personal Services

http://www.ptcl.com.pk/personal.php

(6) PTCL Website, International Business

http://www.ptcl.com.pk/Business_ibr.php

(7) R.M.Asim, Internship Report on PTCL, 2007

(8) PTCL Auditor`s Report, Financial Statements, 2010

(9) Mobilink

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

(10) Telenor Pakistan

http://en.wikipedia.org/wiki/Telenor_%28Pakistan%29

(11) Warid Telecom

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

(12) Zong

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

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(13) Human Resources

http://en.eikipedia.org/wiki/Human_resources

(14) Human Resource Management

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

48