Internship Report PTCL HRM

8/9/2019 Internship Report PTCL HRM
INTERNSHIP REPORT ON PAKISTAN

TELECOMMUNICATION COMPANY LIMITED
(PTCL),
MUHAMMAD FAHEEM
MBA (Human Resoure
Mana!emen")
INSTITUTE OF MANA#EMENT STUDIES, UNI$ERSITY

OF #u%ra"
SESSION &''&
I|Pag
http://slidepdf.com/reader/full/internship-report-ptcl-hrm 1/105

(PTCL),
In"erns*+ Reor" su-m+""e. "o "*e Ins"+"u"e o/ Mana!emen" S"u.+es +n Par"+a0

/u0/+00men" o/ "*e re1u+remen"s /or "*e .e!ree o/ Mas"er o/ Bus+ne ss A.m+n+s"ra"+on2
Deem-er &'&
II | P a g
INSTIUTE OF MANA#EMENT STUDIES, UNI$ERSITY

OF

(PTCL),
SUPER$ISOR
Name Dr2 Sa%%a. A*ma. K*an
Designation D+re"or IMS
Organizatio n Institute of Management Studies,
Signature
IIIIII | P a

PREFACE
This Report is the Practical experience phase of our MB!"R program# The sole o$%ecti&e is
to familiarize the student 'ith the practical manipulation of $usiness organization and
$ridging gap $et'een cademia and Industr(# This report pro&ides a profound )no'ledge
a$out ho' $ig organizatio ns li)e PT*+ manage their "uman Resources to achie&e their
common goals#
In the first phase of the report there is the general introduction a$out the compan( and
then different terms ha&e $een explained, then the mission, &alues, different ser&ices and
different strategies of the organizatio n ha&e $een explained#
In the second phase there is a deep stud( on "uman Resource department of Pa)istan
Telecommunication *ompan( +imited PT*+-# There is discussion on each Branch of
the "uman Resources .ing in PT*+, Such as dministration, Personnel, .elfare,
+egal, /xamination, and Dispatch $ranches# In this section there is a deep discussion on
each $ranch duties and responsi$ilities the( ha&e to perform#
In the third phase, S.OT anal(sis of the firm ha&e $een done $( the help of 'hich
it is identified that 'hat are the strong areas of the compan( and 'here it lac)s so that it
can impro&e, and then in the end most important m( experience 'hile 'or)ing in the
PT*+ as internee is explained#
Muhammad 0aheem
IVIV | P a

ACKNO3LED#EMENT
In the name of almight( llah 'ho gi&es me the strength and courage to 'rite the
internship report#
0irst of all I 'ant to sa( than)s to m( seniors, colleague, and friend 'ho assist me on e&er(
stage of this report to 'rite#
I 'ant to sa( special than)s to the

follo'ing1
M r2 S*a/+1 (Le !a0
Ass+s"an") Mr2 Kama0
(A.m+n O//+er) Mr2 4as+m
(UDC)
Mr2 4a5+ A-rar (Ass+s"an"
3e0/are) Mr2 R+a5 (UDC)
VV | P a
PAKISTAN TELECOMMUNICATION COMPANY LIMITED
(PTCL) STAFF MEMBERS
Nam Designation Department

e
Mr# m%ad Suri Manager "R "uman Resource Management
Mr# 2azi $rar ssistant .elfare .elfare Branch
Mr# +a)sher Teleprinter Operator .elfare Branch
Mr# Shafi hmad +egal ssistant +egal Branch
Mr# 2asim 3pper Di&isional *ler) /xamination Branch
Mr# Sareer 3l "a4 ssistant Pension
Mr# Riaz 3pper Di&isional *ler) Personnel Branch
Muhammad sif 5unior Office ssistant Personnel Branch
"a)eem 6han +o'er Di&isional *ler) Personnel Branch
Mr# 6amal dmin Officer dministration
VIVI | P a

Ta-0e o/ Con"en"s
PREFACE...........................................................................................................
........................ IV
ACKNOWLEDGEMENT........................................................................................
......................... V PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL)
...................................................... VI STAFF MEMBERS
............................................................................................... ....................... .
VI EXECUTIVE SUMMARY
................................................................................................................. 1
Cha!e" 1
INTRODUCTION............................................................................................... ..
..........#
1.1 BACKGROUND OF T$E

ORGANI%ATION......................................................................#
1.# $ISTORICAL BACKGROUND

...................................................................................... .&
Cha!e" # ORGANI%ATIONAL SETUP OF
PTCL................................................................................ '
#.1 STRUCTURE OF T$E
ORGANI%ATION.......................................................................... '
STR UCTURE OF T$E ORGANI%ATION
..............................................................................
#.# BOARD OF DIRECTORS

............................................................................................. .
#.& CORPORATE INFORMATION
...................................................................................... *
#.+
BANKS.............................................................................................................
1,
Cha!e" & CURRENT SITUATION OF

PTCL................................................................................... . 11
&.1 BUSINESS VOLUME

................................................................................................. 11
&.# PTCL POSITIONING STATEMENT

.............................................................................. 11
&.& VISION STATEMENT

................................................................................................ 11
VIIVII | P
&.+ MISSION STATEMENT

............................................................................................. 1#
&.- CORE VALUES

............................................................................................... .......... 1#
&.' MAIN OFFICES

........................................................................................................ 1#
&.( TEC$NICAL  OPERATIONAL NET WORK
.................................................................. 1&
&.)
PRIVATI%ATION................................................................................................
1+
&.* CORPORATE
RESPONSIBILITY................................................................................... 1+
Cha!e" + PTCL SUBSIDIARIES 

COMPETITORS.......................................................................... #,
+.1 SUBSIDIARIES AND COMPETITORS

........................................................................... #,
+.# SUBSIDIARIES
............................................................................................... .......... #1
+.& COMPETITOR OF
PTCL............................................................................................. #&
+.+ NEW
COMPETITORS................................................................................................
VIIIVIII |
+.- PRODUCTS AND SERVICES OF

PTCL............................................................................ #'
Cha!e" - $UMAN RESOURCE PRACTICES OF PTCL

..................................................................... &+
-.1 ROLE OF T$E $R DEPARTMENT

................................................................................. &+
-.# POLICY INITIATION AND FORMULATION
.................................................................... &+
-.& ADVICE
................................................................................................................... . &+
-.+ CONTROL
............................................................................................... .................. &-
-.- SERVICE
............................................................... ................................. .................. . &-
-.' $UMAN RESOURCE MANAGEMENT AT

PTCL.............................................................. &-
-.'.1 ADMINISTRATION BRANC$

............................................................................... &'
-.'.# EXAMINATION BRANC$

.................................................................................... &
-.'.& PERSONNEL BRANC$

........................................................................................ &
-.'.+ PERFORMANCE APPRAISAL AT PTCL

.................................................................. &*
-.'.- TRANSFER/ PROMOTION/

LAYOFF...................................................................... +1
-.'.' TRAINING AND DEVELOPMENT

......................................................................... +1
-.'.( COMPENSATION
ADMINISTRATION................................................................... +
-.'.) WELFARE
BRANC$........................................................................................... . +*
-.'.* LEGAL
BRANC$................................................................................................. -1
-.'.1, DISPATC$ BRANC$
......................................................................................... -'
-.'.11 PENSION
BRANC$.......................................................................................... . -
-.'.1# RECRUITMENT
................................................................................................ -
-.'.1& $UMAN RESOURCE

VIII | P a
PLANNING........................................................................ '1
-.'.1+ E0UAL EMPLOYMENT OPPORTUNITY

.............................................................. '1
-.'.1- EMPLOYEE RELATIONS

.................................................................................... '#
-.'.1' INFORMATION TEC$NOLOGY

.......................................................................... '#
-.'.1( CURRENT $R ISSUES OF PTCL

.......................................................................... '&
Cha!e" ' ANALYSIS

............................................................................................... .................. '-
'.1 GENERAL ANALYSIS

............................................................................................... .... '-
'.# $R M
ANALYSIS............................................................................................... ...........
'.& SWOT
ANALYSIS........................................................................................................ '
Cha!e" ( RECO MMENDATIONS
............................................................................................... ,
Cha!e" ) CONCLUSION
............................................................................................................ 1
VIII | P a
E6ECUTI$E SUMMARY
The internship report is the necessar( part of the MB program, and e&er( student has to
do internship of t'o months in an( organization of repute after successful completion
of the internship 'or) a student is re4uired to 'rite 'hate&er practices and practical 'or)
he has done in his internship 'or)# The main purpose of the internship report is to
familiarize student 'ith contemporar( "uman resource practices and techni4ues $eing
adopted $( the organization# In the report a student has to do three t(pes of anal(sis
of the organization such as 7eneral nal(sis, "uman resource Management nal(sis,
and S'ot nal(sis of the respecti&e organization# In m( opinion an organization has
to de&elop proper and effecti&e performance appraisal s(stem to impro&e the performance
of their emplo(ees and compan( as 'ell# n organization has to choose a
transformational leader so as to accelerate the performance to'ards goal achie&ement#
Pa)istan Telecommunication *ompan( +imited PT*+- is the largest

telecommunication compan( in Pa)istan# This compan( pro&ides telephone ser&ices to the
nation and still holds the status of $ac)$one for countr( s telecommunication infrastructure
‟
despite the arri&al of other telecom giants li)e Mo$ilin), Telenor and *hina mo$ile#
The socio!economic gro'th of a de&eloping countr( depends mainl( on the
telecommunication sectors and in&ol&ement in information technolog(, telemar)eting
and /!commerce ma)es it an integrate organ of the o&erall de&elopment of the countr(#
PT*+ also continues to $e the largest *DM code di&ision multiple access- operator in
countr( 'ith 8#9 million &!fone customers# *urrentl( ma%or initiati&es ha&e $een ta)en
$( PT*+ to upgrade its net'or), introduce a range of ne' &alue added ser&ices,
de&elop a portfolio of information technolog(, internet, national long!haul net'or),
carrier ser&ices, 'rite la$el ser&ices, /:O 'ireless $road $and, $road $and IPT:
Smart T:-# The compan( consists of around ;888 telephone exchange across countr(
pro&iding largest fined line net'or)# 7SM group special mo$ile- *DM and internet are
other resources of PT*+, ma)ing it a gigantic organization# The go&ernment of Pa)istan
sold ;<=! shares and control of the compan( to /tisalat in ;88<google#com- the go&ernment
of Pa)istan retained <;> of the shares 'hile remaining ?;> are held $( the general pu$lic
1|Pag
google#com-#
2|Pag
C*a"er  INTRODUCTION
2 BACK#ROUND OF THE OR#ANI7ATION
Pa)istan Telecommunication *ompan( limited PT*+- is the largest telecommunication

ser&ice pro&ider in Pa)istan 'ith emplo(ee strength of around @8888 and A# million
customers# PT*+ also continues to $e the largest *DM operator in the countr( 'ith
8#9 million :!0one customers# The compan( maintains a leading position in Pa)istan as an
Infrastructure Pro&ider to the other telecom operators and corporate customer of the
countr(# The compan( pro&ides a &erit( of up!to!date home user, corporate and
'holesale communication ser&ices e#g# telephon(, internet, tele&isio n, &ideo conferencing
etc#
The compan( structure is spread o&er the entire countr( 'hich facilitates the
compan( in pro&iding ser&ices to the &alue added customers in e&er( part of the Pa)istan#
7eographicall( the compan( is di&ided into1 "ead4uarters, north, South, *entral, and 'est
Cones and functionall( in *ommercial, "R  dmin, *orporate De&elopment, 0inance,

Operations and Technical departments# The hierarch( of the compan( comprises of the
follo'ing cadres1 President and */O, Senior /xecuti&e :ice President, /xecuti&e :ice
President, 7eneral Manager, Senior Manager, Manager, Specialist, Management Trainee
and Non!Management /mplo(ee#
In pril ;88<, /mirates Telecommunication *orporation 'hich is commonl( )no'n as
Etisalat , assumed management control of PT*+ Epart of the F;#<$n deal to $u( a ;<>
sta)e in PT*+
#The successful pri&atization of PT*+ and conse4uentl( 3fone, is hailed in a ne'
ear for
telecommunication in
Pa)istan#
Etisalat has $een the telecommunication ser&ice pro&ider in the 3/ since ?G<and stands
th
?H8 among the financial times top A88 corporations in the 'orld in terms of mar)et
capitalizations#
3|Pag Etisalat is currentl( operating in ?< countries of Middle /ast, sia and
frica and is continuing to pursue ne' mo$ile and fixed line opportunities in man( gro'th
mar)ets#
4|Pag
PT*+ has listed on 6arachi Stoc) /xchange, Islama$ad Stoc) /xchange, and +ahore
Stoc)
/xchange 'ith the name as
follo'1
KSE8 PT*+
LSE8 PT*
IS E 8 PT*
2& HISTORICAL BACK#ROUND
 ?GH! /sta$lishment of Posts  Telegraph Dept#

 ?G<?! /sta$lishment of Pa)istan Telegraph  Telephone Dept# TT-
 ?GG8!G?! /sta$lishment of Pa)istan Telecom *orporation PT*-
 ?GGA! $out A> of PT* assets transferred to PT, 0B 0re4uenc( llocation Board-
 NT* National Telecommunication *orporation-#
 ?GG<! PT*+ 0ormulatio n and listing on all Stoc) /xchanges of Pa)istan#
 ?GG9! /sta$lishment of Mo$ile 3fone-  Internet Pa)Net- su$sidiaries#
 ;88<! /tisalat Ta)es O&er
0rom the $eginnings of Posts  Telegraph Department in ?GH and esta$lishment of
Pa)istan Telephone  Telegraph Department in ?G<;, PT*+ has $een a ma%or
pla(er in telecommunication in Pa)istan# Despite ha&ing esta$lished a net'or) of
enormous size, PT*+ 'or)ings and policies ha&e attracted regular criticism from other
smaller operators and the ci&il societ( of Pa)istan#
Pa)istan Telecommunication *orporation PT*- too) o&er operations and functions

from Pa)istan Telephone and Telegraph Department under Pa)istan Telecommunication
*orporation ct ?GG?# This coincided 'ith the 7o&ernments competiti&e polic(,
encouraging pri&ate sector participation and resulting in a'ard of licenses for cellular,
card!operated pa(!phones, paging and, latel(, data communicatio n ser&ices#
Pursuing a progressi&e polic(, the 7o&ernment in ?GG?, announced its plans to pri&atize
PT*+, and in ?GGH issued six million &ouchers exchangea$le into <88 million shares of
5|Pag
the 'ould!$e
6|Pag
PT*+ in t'o separate placements# /ach had a par &alue of Rs# ?8 per share# These
&ouchers 'ere con&erted into PT*+ shares in mid!?GG<#
In ?GGA, Pa)istan Telecommunication Reorganization- Ordinance formed the $asis for
PT*+ monopol( o&er $asic telephon( in the countr(# The pro&isions of the Ordinance
'ere lent permanence in Octo$er ?GG< through Pa)istan Telecommunication
Reorganization- ct# The same (ear, Pa)istan Telecommunication *ompan( +imited 'as
formed and listed on all stoc) exchanges of Pa)istan
PT*+ launched its mo$ile and data ser&ices su$sidiaries in ;88? $( the name of 3fone
and Pa)Net respecti&el(# None of the $rands made it to the top slots in the respecti&e
competitions# +atel(, ho'e&er, 3fone had increased its mar)et share in the cellular sector#
The Pa)Net $rand has effecti&el( dissol&ed o&er the period of time#  recent DS+
ser&ice launched $( PT*+ reflects this $( the introduction of a ne' $rand name and
operation of the ser&ice $eing directl( super&ised $( PT*+#
s telecommunication monopolies head to'ards an imminent end, ser&ices and

infrastructure pro&iders are set to face e&en $igger challenges# The post!monopol( era
came 'ith Pa)istans +i$eralization in Telecommunication in 5anuar( ;88@# On the
7o&ernment le&el, a comprehensi&e li$eralization polic( for telecom sector is in the
offering#
+ast Jear, in middle of ;88A 7o&ernment of Pa)istan had decided to sell at least ;<
percent of this compan( to some pri&ate agenc(# There 'ere three participants in the $et for
pri&atization of PT*+# /tisalat, a Du$ai $ased compan( 'as a$le to get the shares 'ith a
large margin in the $et#
+ast (ear 'hen 7o&ernment 'as going to pri&atize the compan( there 'as countr( 'ide
protest and stri)e $( PT*+ 'or)ers# The( e&en disrupted Phone lines of some $ig
7o&ernment institutions li)e Pun%a$ 3ni&ersit( +ahore and man( lines of pu$lic sector
'ere also $loc)ed# Militar( had to ta)e o&er the management of all the /xchanges in the
countr(# The( arrested man( 'or)ers and put them $ehind $ars# The contention $et'een
7o&ernment and emplo(ees ended 'ith a @8> increase in the salaries of 'or)ers#
There ha&e $een &arious changes in the compan( due to pri&atization# Such examples
7|Pag
include the
:SS :oluntar( Separation Scheme for its emplo(ees-, /RP SP $ased-, restructuring, B
**
8|Pag
Billing and *ustomer *are Soft'are- etc# nother seemingl( minor change 'as change
of $rand identit( logo- that 'ill present PT*+s ne' face after pri&atization, 'ith greater
focus on customer satisfaction and $ringing a$out ne' ad&ancements in telecom for
Pa)istani consumers#
5|Pag
C*a"er & OR#ANI7ATIONAL SETUP OF PTCL
&2 STRUCTURE OF THE OR#ANI7ATION
n Organizational Structure clarif( the roles of personnel of an Organization and to

determine 'ho has to do 'hat tas), 'hich is responsi$le for 'hat, o$%ecti&es to $e
achie&ed, 'ho is to report to 'hom and to remo&e the o$stacles for performance
caused $( confusion and uncertaint( of %o$ assignment as 'ell as to ma)e eas(
decision! ma)ing and communication net'or)s reflecting and supporting organization
o$%ecti&es#
The head of Pa)istan Telecommunication *ompan( +imited is ca led KPresidentL# Then
come the S/:Ps Senior /xecuti&e :ice Presidents-, i#e# S/:P 0inance-, S/:P
Operations-, S/:P Technical-, and S/:P "uman Resource Management-, S/:P
Mar)eting  Business De&elopment-# Then there is a chain of /xecuti&e :ice
Presidents /:Ps- li)e /:P 0inance *entral-, /:P Mar)eting-, /:P "R *entral-,
/:P ccounts-, /:P Operation-, /:P Information Technolog(, Training  Research-,
and /:P Re&enue-# ll these are appointed at Pa)istan Telecommunication *ompan(,
"ead4uarters at 7!9=H, Islama$ad# part from these /:P, there are also /:P
Operation-, /:P "R- etc 'ho are heading the other regions of PT*+ in ma%or cities
countr( 'ide# Then there are *hief /ngineers and 7eneral Managers at "=2s 'ho report to
their rele&ant /:P# Then there are Senior Managers, Deput( Directors, ssistant
Directors, ccount Officers, ssistant ccount Officers, 0inancial nal(sts,
Mar)eting Managers, *omputer Programmers, and IT Specialists etc# There are also
Regional "eads 7eneral Managers- to head PT*+ Regions then come the Senior Managers
Operations-, Senior /ngineers Operations-, /ngineers to loo) after the telecom s(stem of
Regions# There are also Senior Managers 0inance, ccount Officers and ccountants to
"andle Regional account and $illing matters# Manager "R  his staff are responsi$le to
ta)e care of Personnel affairs at Regional +e&el# In non!gazetted staff there are
/ngineering Super&isors Operations =S'itching
=Po'er plant =Optical 0i$er s(stem=M#. Media, ccount ssistants, Stenographers,
ssistants, 6e( Punch Operators, Telecom Technicians, 3pper Di&ision *ler)s, +o'er
Di&ision *ler)s, +ine Men, .ire Men, Dri&ers, /xchange *leaners, Nai$ 2asids and
6|Pag
C*a"er & OR#ANI7ATIONAL SETUP OF PTCL

Peons etc# ll the staff is recruited $( the "R Department headed $( S/:P "R# The "R
experts are responsi$le for hiring
 to further streamline its recruitment process#
7|Pag
7|Page
&2& BOARD OF DIRECTORS
It is the highest $od( of PT*+, 'hich has $een rested the function of polic( formulation#
The directors appointed shall not $e less than se&en - in num$ers# Presentl( it has 9
mem$ers-# There is general $od( meeting once a (ear of all the shareholders to elect the
mem$ers of $oard of directors#  director elected shall hold office for a period of three
(ears unless the earlier resigns, $ecomes dis4ualified from $eing a director or other'ise
ceases to hold office#  retiring director shall $e eligi$le for re!election#
Mr. Amir Tariq Zaman

Khan
*hairman
Board PT*+
Mr. Abdulrahim Abdulla Abdulrahim Al

Nooryani
Mem$er PT*+
Board
Mr. Abdul Wajid

Rana
Mem$er PT*+
Board
Mr. Daniel
Ritz
Mem$er PT*+
Board
Mr. Kamran
Ali
Mem$er PT*+
Board
Mr. Jamil Ahmed

Khan
Mem$er PT*+
Board
Mr. adhil Mohamed Erhama Al

Ansari
Mem$er PT*+
Board
8|Pag
Mr. !er"an
#"andan
Mem$er PT*+
Board
Mr. Jamal !ai$ Al

Jar%an
Mem$er PT*+
Board
9|Pag
&29 CORPORATE INFORMATION
Mana&ement
.alid Irshaid
'resident ( )hie$ E*e+uti,e #$$i+er 0ur4an "a$i$ 2ureshi
!.E.-.' 2usiness Zone !outh/
Muhammad Nehmatullah Toor
!.E.-.' inan+e/ 0 )hie$ inan+ial 5amal $dalla Salim "ussain l Su'aidi
#$$i+er !.E.-.' 2usiness Zone )entral/
)..#/
5amil 6h'a%a
Muhammad Nasrullah !.E.-.' !3e+ial 'roje+ts
)hie$ Te+hni+al #$$i+er ).T.#/
0arah 2amar
S(ed Mazhar "ussain )om3any !e+retary
!.E.-.' 1uman Resour+e/
Cahida 'an
"amid 0aroo4 E.-.' 4e&al/
!.E.-.' 2usiness De,elo3ment/
Na&eed Saeed
!.E.-.' )ommer+ial/
10 | P a
&2: BANKS
Allied 2an" 4imited 1abib Metro3olitan 2an" 4imit ed

As"ari 2an" 4imited M)2 2an" 4imited
2an" Al$alah 4imited Meezan 2an" 4imited
2an" Al 1abib 4imit ed National 2an" o$
The 2an" o$ 'unjab 'a"istan N52 2an"
)itiban". N.A 4imit ed !il"ban" 4imited
Dubai 5slami+ 2an" !ME 2an" 4imited
aysal 2an" 4imited !tandard )hartered 2an" 'a"istan/ 4imited
1abib 2an" 4imited 6nited 2an" 4imited
124/
C*a"er 9 CURRENT SITUATION OF PTCL
92 BUSINESS $OLUME
0ixed line connections in the countr( are more than A#H million and the cellular
connections are
?;# million currentl( there are @?A Pa(phone and o&er A?,888 .ireless Pa(phones There
are o&er ?H8 Data and Internet ser&ice pro&iders ISPs- to 'hom PT*+ has pro&ided
net'or) infrastructure# PT*+ generated annual Re&enue of o&er Rs# ?? $illion from its
pri&ate sector operating partners#
92& PTCL POSITIONIN#

STATEMENT
He00o "o "*e

Fu"ure
K"e lo to the 0utureL is an amalgam of our &ision, $rand philosoph(, $rand &alues and
strateg(# The essence is Kfuturistic approachL# The positioning statement K"e lo to the
0utureL is $asicall( comprised of t'o 'ords K"e loL and K0utureL that pro&ides the in'ard
communication through the 'ord K"e loL, i#e# PT*+ 'elcomes its customers and the
future# lso it offers the out'ard communication through the 'ord K0utureL $(
promising customers the futuristic ideas and products#
929 $ISION
STATEMENT
To $e the leading Information and *ommunication Technolog( Ser&ice Pro&ider in the

region $( achie&ing customer satisfaction and maximizing shareholders &alue#
The future is unfolding around us# In times to come, 'e 'ill $e the lin) that allo's
glo$al communication# .e are stri&ing to'ards mo$ilizing the 'orld for the future#
B( $ecoming partners in inno&ation, 'e are read( to shape a future that offers telecom
C*a"er 9 CURRENT SITUATION OF PTCL

ser&ices that $ring us closer#
92: MISSION
To a*+e;e our ;+s+on -< *a;+n!8
n organizatio nal en&ironment that fosters professionalism, moti&ation and 4ualit(

n en&ironment that is cost effecti&e and 4ualit( conscious
Ser&ices that are $ased on the most optimum technolog(
2ualit( and Time conscious customer ser&ice
Sustained gro'th in earnings and profita$ilit(
92= CORE $ALUES
PT*+ has some core &alues to 'hich the( gi&e a lot of significance and the( consider
them as the most important part of their $usiness# These core &alues do not change from
time to time or person to person rather the( are foundatio n of the compan( s culture# These
‟
core &alues are 1
 Professional Integrit(
 *ustomer Satisfaction
 Team'or)
 *ompan( +o(alt(
92> MAIN OFFICES
The "ead Office of Pa)istan Telecommunication *ompan( +imited is situated in Sector

7!9=H,
Islama$ad, 'hich is headed $( the KPresidentL# Besides, it has Regional "ead4uarters
li)e1
 Islamabad Telecom Region
 Rawalpindi Telecom Region
 Hazara Telecom Region Abbottabad
 Northern Telecom Region-I Peshawar
 Lahore Telecom Region (South
 Lahore Telecom Region (North
 !ultan Telecom Region
 "aisalabad Telecom Region
92: MISSION
 Southern Telecom Region-I H#derabad
 Southern Telecom Region-II $arachi
 Southern Telecom Region-% Su&& ur
 'estern Telecom Region uetta
 Switching networ& )entral region Lahore
These Regions pro&ide Telecommunications ser&ices to the customers in their respecti&e

areas# part from these, PT*+ has an Optical 0i$er *onstruction Region +ahore and
Optic 0i$er S(stem Islama$ad, each headed $( a 7eneral Manager to install, operate and
loo) after optic fi$er s(stems=ca$les#
92? TECHNICAL @ OPERATIONAL NET 3ORK
Pa)istan telecommunication *orporation under the ct ?GG<, Pa)istan

Telecommunication uthorit( PT- issued a license to Pa)istan Telecommunication
*ompan( +imited for the pro&ision of telecom ser&ices 'ithin Pa)istan to pri&ate sector
and the general pu$lic as the 0ederal 7o&ernment ma( determine and during the exclusi&it(
period of the Pa)istan Telecommunication *ompan( +imited PT*+- specified in a$o&e!
mentioned ct# PT*+ has ;A (ears license to pro&ide telecom ser&ices in Pa)istan 'ith Sta)e
in the *ompan( 'ith a$out <;> e4uit(# PT*+ has largest net'or) and huge infrastructure
for it s more than
‟ 4,405,161users as on Mar, ;889-#
S3ITCHIN# TECHNOLO#Y
There are  different )inds of s'itching technologies currentl( operational in PT*+
Net'or)#
Al+atel

!iemens
NE)
Erri+sson
1ua%i
J.! tele+om
ZTE
.ith these different s'itching technologies PT*+ is running its huge net'or) and
pro&iding different communication facilities to its customers#
92 PRI$ATI7ATION
The gro'th of the cellular sector in Pa)istan can also $e attri$uta$le to good go&ernance
policies of the go&ernment of Pa)istan and the Pri&atization *ommission# In pril
;88<, /tisalat International Pa)istan, 'hich is commonl( )no'n as /tisalat, has assumed
management control of Pa)istan Telecommunication *ompan( +td PT*+- E part of the
F;#<$n deal to $u( a ;<> sta)e in PT*+# The successful pri&atization of PT*+ is hailed as
ushering in a ne' era for telecommunications in Pa)istan#
No', under the management of /tisalat, 3fone 'ill concentrate on customer needs and
$enefits and is more determined than e&er to $e the leading cellular pla(er in the mar)et#
3fone has $een )no'n for pro&iding super$ propositions and 4ualit( ser&ice to its
customers# .ith the ne' expected in&estment, 3fone can no' aggressi&e l( expand its
net'or) co&erage#
92 CORPORATE
RESPONSIBILITY
PT*+ as a sociall( a'are and responsi$le entit( is determined to do its utmost in

furthering 'orth( causes that contri$ute to the li&es of indi&iduals and help $etter the
standards of societ( as a 'hole#
PTCL em0o<ees .ona"e OneDa< sa0ar< /or

IDPs
Pa)istan Telecommunication *ompan( +imited emplo(ees ha&e contri$uted their one da(
salar( that amounts Rs# ;8 million for the support of internall( displaced people of S'at
and other affected areas#
*/O and President of PT*+ Mr# .alid Irshaid called on Prime Minister S(ed Jousuf
Raza 7ilani at PM s "ouse and presented him a che4ue of Rs# ;8 mi lion on $ehalf
‟
of PT*+ emplo(ees for PM s‟ Special 0und for the Relief of :ictims of
Terrorism# .hile than)ing PT*+ emplo(ees for their generous contri$ution and
appreciating their 'illingness to help IDPs, Mr# .aild Irshaid said that PT*+ emplo(ees
ha&e exhi$ited their profound sense of sharing and empath( on this occasion# This
highl( spea)s of the strong commitment of our emplo(ees 'ith
this national cause#L
K*ontri$ution from our emplo(ees during these da(s speciall( donating one da( salar( for
IDPs in these testing times shall $e greatl( helpful in mitigating IDPs miseries and 'ill go
a long 'a( in their reha$ilitation process#
Dona"+on "o SOS $+00a!es
PT*+ )eeping 'ith its health( tradition of supporting non!go&ernmental organizations

recentl( donated a sum of Rs#;#A million to the SOS :illages# s most people 'ould $e a'are,
SOS is an organization that loo)s after the 'ell!$eing and education of orphans and
the destitute#
+ast (ear, PT*+ organized a special e&ent at the SOS :illage Ra'alpindi, 'hich the then
Prime Minister of Pa)istan, Mr# Shau)at ziz, attended# "e handed o&er a che4ue of
Rs#;#A million, donated $( PT*+ for this no$le cause, to the SOS *hildren s :i lage# ‟
S*o0ars*+s /or Persons +"*

D+sa-+0+"+es
nother recent *SR initiati&e ta)en $( PT*+ 'as announced at the .orld
Telecommunication Da( held on Ma( ?, ;889# This (ear the 'orld'ide theme for the Da(
'as K*onnecting Persons 'ith Disa$ilities#L To raise a'areness of this theme and
support initiates focusing on less pri&ileged persons, PT*+ chose to $ecome the lead
sponsor of the .orld Telecom Da( e&ent in Islama$ad contri$uting P6R <#9 Million#
During his address at the e&ent, PT*+ s President=*/O, Mr# .alid Irshaid announced
‟
fi&e academic scholarships per (ear for persons 'ith disa$ilities so that the( could pursue
their career of choice $( o$taining higher education at an( uni&ersit( 'ith Pa)istan# PT*+
'ould $ear the full tuition costs and li&ing expenses of those a'arded these scholarships#
P6R ?#AMillion 'as announced focusing on the education of the special people
15 | P a
Co00a-ora"+on +"* Un+;ersa0 Ser;+e Fun.
The 3ni&ersal Ser&ice 0und 3S0- and PT*+ ha&e entered in a contract to pro&ide
$asic telephon( and data ser&ices to the population in the (et un!ser&ed areas of
Baluchistan districts of Pishin, 6i la $du lah and 2uetta# PT*+ is ma)ing consistent
efforts to enhance Pa)istan s capacit( to
‟ de&elop and produce a glo$all( competiti&e
telecom sector and industr(#
Ma)ing a determined effort de&elop Pishin, a far flung area of Baluchistan is a

clear manifestation of PT*+ s resol&e to $ridge the digital di&ide# .ith the support of
‟
3S0, PT*+ is set to extend the $enefits of its u$i4uitous net'or) co&erage to the under!
ser&ed communities in the un! ser&ed areas# PT*+ is contri$uting Rs# ?HG million to this
endea&or in an effort to $ring information and communication technolog( to the remotest
areas# The total cost of the pro%ect is P6R ;888 Million out of 'hich PT*+
contri$ution is P6R ?;A Million 'hile 3S0*o contri$ution is P6R ;A Million#
Thus, PT*+, as a sociall( responsi$le corporate entit(, has $een pursuing different social
causes touching on areas of culture, sports, music, en&ironment and general 'elfare $(
supporting different initiati&es# s such, PT*+ s *SR acti&ities
‟ and ne' &entures are
'arml( 'elcomed#
Dona"+on "o Ear"*1uae ;+"+ms +n

Ba0u*+s"an
/arth4ua)e struc) the 'estern telecom region 2uetta lea&ing terrif(ing effects in the
region# Mr# .alid Irshaid President  */O PT*+ donated Rs#?8 Million for the
reconstruction and reha$ilitation of the area#
Dona"+on "o Bena5+r Inome Suor"

Pro!ram
Mr#.alid Irshaid President  */O PT*+ donated Rs#?8 Million to the Benazir Income
Support
Program# This program directl( focuses on the poor populace of
Pa)istan#
16 | P a
Sonsor+n! E;en" a" LUMS
PT*+ 'as the lead sponsor for S(nergies ;889 the ?st e&er Business School *ompetition in
Pa)istan organized $( +ahore 3ni&ers it( of Management Sciences costing P6R ? Million#
PTCL Pres+.en" Mr2 3a0+. Irs*a+. announes Rs ' M+00+on /or Na"+ona0 Press C0u-
Is0ama-a.
The president of PT*+, .alid Irshaid has said that PT*+ 'as still one of the most
profita$le National organizations, despite all economic and financial crisis and
$ac) dra's# ddressing the inaugural of the ne' $uilding, alongside president NP*
National press *lu$-, Tari4 *haudhr(, general secretar( fzal Butt, and other
luminaries, including S/:P PT*+ Si)andar Na4i, /:P li 2adir 7ilani# .alid Irshaid
expressed the compan(s 'illingness and readiness to tac)le an( impending challenges 'ith
lan and preparedness# Mr# .alid Irshaid also assured press clu$ a$out his full cooperation
and assistance, and during the lunch hosted in his honor $( NP* also announced a grant of
Rs# ?8 million, DS+ Internet ser&ices, IPT: and other facilities# "e said that PT*+ 'ould
continue to 'or) for $etterment of media in Pa)istan, and also lauded media ser&ices
rendered during the last fe' (ears#
PTCL #e"s En;+ronmen" Fr+en.0<
The Pa)istan Telecommunication *ompan( +imited PT*+- has decided to introduce a ne'
$ill format for its customers, effecti&e 0e$ruar( ;88G# This decision 'as ta)en to ensure
that PT*+ stir to'ards adopting en&ironmental!friendl( and customer!friendl( policies
in line 'ith the go&ernment of Pa)istans efforts, 'hich recommends companies and
institutions to go green# This initiati&e of PT*+ also coincides 'ith the 7o&ernment s ‟
decision to cele$rate ;88G as the /n&ironment Jear# PT*+s decision to reduce the
num$er of $illing pages is an en&ironment friendl( initiati&e and is a 'a( for'ard
to'ards $ecoming a paperless enterprise# ccording to Dr# Sadi) l!5adir, S/:P
*ommercial PT*+, preceding $ill format comprising multiple pages, 'ould $e replaced
'ith a ne' one!page $ill format, thus pac)ing all the essential $illing details on a single
page# This single page $ill format 'ould help sa&e, at least ?; million papers e&er(
17 | P a
Sonsor+n! E;en" a" LUMS
month that are $eing used for printing the $illing details# To facilitate the
18 | P a
customers, itemized $illing details 'ould remain o$taina$le and accessi$le# *ustomers
'ould $e a$le to o$tain their itemized $illing details $( &isiting an( customer ser&ice centre
of PT*+ and 'ould also $e a$le to access essential $illing details through I:R $( dialing
?;88# PT*+ *all center is also expected to start ta)ing orders from customers for their
itemized $illing details# Su$se4uentl(, these details 'ould $e deli&ered to the customers
through courier 'ithin a certain time frame# Dr# Sadi) said, KPT*+ is determined to
impro&e and $uild good relationship 'ith its customers $( pro&iding no&el and superior
telecom products and ser&ices to its &alued customers and is stri&ing hard to meet their
expectations#L
PTCL, CISCO an. NUST "o es"a-0+s* Cen"er o/ Ee00ene /or

In"erne"
Te*no0o!+es
Islama$ad1 3nder the $anner of PT*+, *IS*O and N3ST, *enter of /xcellence for
Internet Technologies is $eing esta$lished at N3ST S//*S, Islama$ad# The *enter E a
$rainchild of Mr .alid Irshaid, President and */O, PT*+ ! is to $e set up in the state of the
art# n MO3 to this effect 'as signed (esterda( $( the three parties, 'ith the *hief 7uest
$eing Dr ta ur Rahman, *hairman "/*# The occasion 'as also graced $( high officials from
pu$lic sector, academia and industrial organizations# The ceremon( 'as a huge success and
PT*+, *IS*O and N3ST s leading role in ta)ing up ne' challenges to impro&e the
‟
4ualit( of IT education in Pa)istan 'as greatl( lauded $( mem$ers of academia, industr(

and the media present at the ceremon(#
Mr Si)ander Na4i /xecuti&e :ice President *orporate De&elopment spea)ing on the

occasion said that $( setting up such a *enter, PT*+ 'ill $e a$le to $enefit from 'orld class
research that 'ill $e of immense &alue to them# In addition, the human resources that 'ill $e
de&eloped at this *enter 'ill $e a$le to export their s)ills and expertise to the region and
$e(ond# This 'ill spur gro'th in the Pa)istani IT sector, and 'ill contri$ute to'ards
enhancing the 4ualit( and 4uantit( of exporta$le IT related s)ills to the glo$al mar)etplace#
The *enter, staffed $( researchers from N3ST, 'ill 'or) closel( 'ith *isco engineers in the
3S
19 'ho
| P a 'i l pro&ide the thematic direction of the %oint research# The *enter s research ‟
is to $e funded $( the National I*T RD fund# Dr# 2asim Shei)h, the */O of I*T RD
fund, stated
20 | P a
that his organization is pleased that PT*+, N3ST and *IS*O are forming a %oint research
group that 'ill 'or) on significant pro$lems that are rele&ant to Pa)istan#  research
pro%ect under similar arrangements, funded $( the National I*T RD 0und, is currentl(
under'a( 'ith *isco scientists and Pa)istani researchers colla$orating to de&elop open
source tools for performance monitoring of net'or) traffic# The output of this 'or) has
alread( generated n application for a 3S patent is $eing filed as a result of the 'or)
carried out during the course of that research# In addition to its research am$itions, the
*enter 'ill also $e pro&iding high 4ualit( professional training courses to PT*+ and other
telecom companies#
19 | P a
C*a"er : PTCL SUBSIDIARIES @ COMPETITORS
:2 SUBSIDIARIES AND COMPETITORS
s alread( mentioned, presentl( PT*+ has to face 'ar 'ith ma%or competitors in mo$ile phone
 .++ telephon( operators ho'e&er, there are also competitors of its
follo'ing su$sidiaries=products1
SUBSIDIRAYPRODUCT COMPETITOR
There is a$out ?88 competitor of
Multimedia  Broad Band ISP Product- product
throughout the countr( to pro&ide Internet
ser&ice to the customers# "o'e&er, some of
the ma%or competitor ISP s of product are
‟
*($er net, .orld online, pollo, .orld *all,

and *omsats .O+ etc#
3!fone *ellular ser&ice pro&ider-

There are fi&e competitors of 3fone in
cellular phone industr( i#e# Mo$ilin),
Instaphone and *#M Pa), Telenor, .aridtel#
PT*+ *alling *ards Product-

"ello *ards, *all Point *ards, *all
Mate
*ards, 7lo$al Telecom
.ireless +ocal +oop :!0one- *ards#
7o *DM, .ateen Telecom  .orld *all are

20 | P a
:2& SUBSIDIARIES
UFONE
3fone Pa)istan Telecom Mo$ile +td- a 'holl(!o'ned su$sidiar( of PT*+ commenced

its operations on ;Gth 5anuar( ;88? as a 7SM G88 ser&ice pro&ider# Since the outset,
it has expanded its co&erage and customer $ase at a rapid pace and esta$lished itself as
one of the leading cellular ser&ice pro&iders in Pa)istan# 3fone is no' considered to $e
one of the most acti&e, aggressi&e and inno&ati&e pla(ers in the mo$ile
sector of Pa)istan# The gro'th of the cellular industr( is a direct result of the
successful implementation of the telecom deregulation and cellular mo$ile polic( $( the
Ministr( of IT and Telecommunications MOITT- and the support, guidance and timel(
enforcement of regulator( process $( the Pa)istan Telecommunication uthorit( PT-#
KEY ACCOMPLISHMENTS
3fone has al'a(s pla(ed a pi&otal role in the de&elopment of the cellular mar)et in
Pa)istan# 0or the most part, it has $een a step ahead in introducing inno&ati&e products to
the mar)et# 3fone 'as a pioneer in launching the 7PRS ser&ices and Multi!media
Messaging Ser&ice MMS- in Pa)istan, and lead the 'a( in introducing 7PRS
international roaming and prepaid international roaming for these ser&ices in the Pa)istani
mar)et#
PERFORMANCE
The customer focus and $est offering has allo'ed 3fone to $uild a su$scri$er $ase of
o;er &' m+00+on in less than a decade# 3fone has net'or) co&erage in ',''' 0oa"+ons
and across all ma%or high'a(s of Pa)istan# 3fone currentl( caters for International
Roaming to more than & 0+;e oera"ors in more than ?<8 countries# 3fone also
offers Pa)istan s largest 7PRS  Blac)Berr( Roaming co&erage a&aila$le 'ith more
‟
than &'' L+;e Oera"ors across ?;; countries# More recentl(, 3fone has $ecome a
focused and intensi&e leader in :S, constantl( introducing inno&ati&e ser&ices, 'hich
ha&e $een the first of their )ind in the Pa)istani cellular industr(#
21 | P a
BRAND
.hile )eeping its tradition of $eing the trend setter in the industr(, 3fone changed the
image of mo$ile phones from a luxur( onl( afforda$le $( the elite, to a necessit(
afforda$le $( the common man# Since its inception, 3fone has positioned its $rand for masses#
In )eeping 'ith the upcoming competition and mar)et d(namics, 3fone increased its focus
on the (outh segment 'hich comprises A8> of the population-, 'ith the Prepa( $rand#
B( designing mar)et focused products, 3fone s $rand team launched aggressi&e campaigns,
‟
'hich further increased the $rand e4uit(# The ne' $rand image gained huge popularit(
amongst the targeted mar)et#  recent mar)eting sur&e( conducted $( a prominent
mar)eting research compan( sho'ed that 3fone has considera$l( increased its $rand
&isi$ilit( and image# 3fone s Prepa( $rand is no' considered to $e one of the most fa&ored
‟
$rands $( the (outh mar)et and is follo'ed $( other mo$ile operators launching their respecti&e
$rands for the (outh mar)et#
INTERNATIONAL CO$ERA#E
3fone pro&ides International Roaming facilit( 'ith more than ?A8 international operators
across
G countries# 3fone has 7PRS roaming agreements 'ith se&eral international operators and
also pro&ides prepaid roaming facilit( to selecti&e destinations#
CUSTOMER SER$ICE
3fone is proud to ha&e an efficient and friendl( customer ser&ice through ;? compan(!
o'ned Sales  *ustomer Ser&ice *enters and nearl( ;A8 franchisees across the countr(# The
o utlets are a$le to ser&ice the customers 'ith inno&ati&e solutions, and are empo'ered
'ith .e$ $ased franchise management s(stems# 3fone is poised to face the e&er
increasing challenges of the mar)et and is confident it 'ill attract ne' customers# It has
the a$ilit( to retain its existing customer $ase 'ith a high le&el of customer satisfaction
&ia optimum net'or) ser&ice and a ;H hour call center facilit(#
22 | P a
NET3ORK CO$ERA#E
3fone has al'a(s $elie&ed in a solid commitment to gro'th, securit( and relia$ilit(#
Therefore, 3fone has al'a(s $alanced its expansion efforts and 4ualit( of ser&ice# .ith
a total current in&estment of FH88 Million, 3fone has net'or) co&erage in more than ;<8
cities and to'ns and across all ma%or high'a(s of the countr(#
3fone has $een instrumental in the gro'th of the cellular mar)et in Pa)istan# It is a
compan( committed to excellence# 3nder the ne' &ision of /tisalat and 'ith the support
and colla$oration of its emplo(ees and &endors, 3fone aspires to $e the $est in the mar)et
$( offering customer focused products and a 4ualit( ser&ice and sales net'or)#
:29 COMPETITOR OF
PTCL
There is no meager competitor of PT*+ in landline $ut 'ith the gro'th of
telecommunication industr( of Pa)istan competition increasing speciall( in mo$ile phone
sector# In total there are more than 988 million su$scri$ers of mo$ile phone# There are 8@
$ig pla(ers in mo$ile phone industr( $ut @ of them are the competitor of PT*+1
 Mobilin"
 Telenor
 Warid Tel
 Zon&
Other pla(ers in +and +ine

industr(1
Oera"or NTC Bra+n 3or0. Ca00 Un+on Na<a Te0
L+m+"e. Commun+a"+on
Cus"omer ?8@,8AG ,@< ??,@H @,A88 ?@,A88
23 | P a
MOBILINK
Mo$ilin) is a largest mo$ile phone compan( of Pa)istan# Mo$ilin) is currentl( ha&ing more
than
9,=,=? users $ase 'hich is the 9>G of total cellular industr( of Pa)istan#
Mo$ilin) is $asicall( competing 3fone 'hich is su$sidiaries of PT*+#
TELENOR
Telenor is another cell phone compan( it ha&e ?,:,'?: su$scri$ers 'hich is &' G of
total mo$ile industr(#
3ARID TEL
.aridtel is also pro&iding cell phone facilities in Pa)istan# .aridtel ha&ing more
than
=,:,>? su$scri$ers 'hich is ?G of Pa)istan mo$ile
industr(#
:2: NE3 COMPETITORS

Other than mo$ile  land line PT*+ is facing competition in 0#.#T 0ixed .ireless
Telephone-
product mar)et# Belo' are the ma%or
competitors#
Telecard 501,680
.orld *all 468,335
This has added competition for PT*+ 1,245,639) in .++ .ireless local +oop-
field#
RO7#AR MICROFINANCE BANK
Jour *ompan( finalized the arrangements including regulator( compliances to ac4uire

?88> o'nership of Rozgar Microfinance Ban) +imited# The ac4uisition is in line 'ith
PT*+ 7roup s initiati&e
‟ on Digital!*ommerce# The initiati&e includes offering digital
24 | P a
pa(ments and $an)ing solutions#
25 | P a
Branchless $an)ing $rings a $ou4uet of financial ser&ices to consumers on the go# The
ser&ices include P!P person to person- Mone( transfer, mo$ile 'allets, cash!in cash!out,
$ill pa(ments, 7!P go&ernment to person- pa(ments, merchant=retail pa(ments, loan

dis$ursement, loan repa(ment and more#
Branchless $an)ing is used to su$stantiall( increase the financial ser&ices outreach to the
mass un$an)ed communities# It represents a significantl( cheaper alternati&e to
con&entional $ranch! $ased $an)ing that allo's financial institutions and other commercial
sectors to offer financial ser&ices outside traditional $an) premises $( using deli&er(
channels li)e retail agents, mo$ile phones etc#
c4uisition of Rozgar Microfinance Ban) is an economic and cost effecti&e

regulator( compliance for PT*+ 7roup to realize the $enefits of opportunities $eing offered
$( $ranchless $an)ing#
25 | P a
:2= PRODUCTS AND SER$ICES OF PTCL
Te0e*one Ser;+e
PT*+ s one ma%or ser&ice is that it pro&ides Telecommunication Ser&ice to Pa)istan for
‟
$oth
domestic and international
communication#
$ALUE ADDED SER$ICES
0ollo'ing are the &alue added ser&ices of

PT*+
Home ser;+es Bus+ness

ser;+es
nalogue channels Broad$and

Pa)istan
*alling card *all
center
Dialup!:fone
*o!
+ocations
Domestic &oice call tariff
DP+*
0ixed line 0ixed
line
Internationa l call tariff Satellite
Phone :fone Radio

Maritime Phone n net T:
transmission
Pa(phone :oice messaging

ser&ice
I!PT: Smart
T:-
PREPAID CALLIN# CARD
26 | P a
:2= PRODUCTS AND SER$ICES OF PTCL

That gi&es (ou nation'ide access along 'ith international facilit(# It comes easil(
afforda$le denominat ion of Rs# ;A8, A88, ?888, and ;888 and can $e used from an( PT*+
digital phone
$OICE MESSA#E (KEH D# !M! )
PT*+ &oice messaging ser&ice, one can ha&e all or desired- calls recorded 'hen one is
a$sent, $us( on Phone or do not 'ant to attend the calls for an( reasons# One can, later
on at his con&ince, retrie&e all recorded messages from an( telephone an('here in the
countr(#
27 | P a
AD$ANCE FREE PHONE
d&ance 0ree Phone is a toll free num$er 8988-, a facilit( $( PT*+, 'hich 'hen
com$ined 'ith (our ordinar( phone num$er $ecomes a d(namic telemar)eting tool# This
num$er allo's (our customer to call (ou for free and get the information re4uired#
UNI$ERSAL ACCESS NUMBER
3ni&ersal ccess Num$er is one telephone num$er for (our offices in different
cities#
$IRTUAL PRI$ATE NET3ORK
n( companies telephone exchange need &irtual net'or)# B( using this soft'are
companies
don t‟ need a separate
exchange#
UNI$ERSAL PERSONAL
NUMBER
3ni&ersal Personal Num$er is one num$er of (our mo$ile or an( phone# It is used
throughout countr( 'here&er (ou go (ou can use that num$er#
PREMIUM RATE SER$ICE
Premium Rate Ser&ice is ser&ice in 'hich the $ills are paid in ad&ance at particular rate and
then the ser&ice is used for that#
INTERNET SER$ICES
2roadband 'a"istan is latest internet product of PT*+ that is DS+ ser&ice and a&aila$le
in all ma%or cities of the countr(# PT*+ also pro&ide Internet ser&ice at different "our rates#
.ith this ser&ice one can connect to Internet from an( PT*+ telephone line#
28 | P a
PTCL SMART T$
PT*+ has started a digital interacti&e tele&ision ser&ice for the first time in Pa)istan in
;889# B( using the IPT: Internet Protocol T:- Technolog(# PT*+ $rought Pa)istan into
the list of those fe' countries that are pro&iding the interacti&e T: ser&ices to their
customer#
BROADBAND 3IFI
PT*+ has launched a $road$and .i!0i ser&ice to its fixed line $road$and that gi&es
users the access to use $road$and ser&ice an('here in the house#
E$O 3IRELESS BR OADBAND
PT*+ /:O is Pa)istan s fastest @7 'ireless $road$and

‟ internet 'hich offers its
customers, KSuperior @7 Internet experienceL# /:O 'ireless is operational in GG cities
nation'ide, and ena$ling a $road$and 'ireless re&olutio n in Pa)istan#
SER$ICES FOR CORPORATE CUSTOMERS
PT*+ is stri&ing hard to facilitate its &alued corporate customers at each le&el of ser&ice#
PT*+ offers a host of unmatched ser&ices to meet the needs of the *orporate *ustomers#
The list of *orporate Ser&ices is gi&en as under# 0or more information regarding an( of
the follo'ing ser&ices, PT*+ )orporate )ustomer )enters can $e contacted#
INBASED $ALUE ADDED SER$ICES $ALUE ADDED SER$ICES
8988!Toll 0ree 3ni&ersal ccess Num$er

PT*+ *alling *ards 3N-
Domestic nd 3ni&ersal Internet Num$er
International 3IN-
Premium Rate Ser&ice ! ISDN PRI
8G88 TelePlus
:irtual Pri&ate Net'or) ISDN=BRI- +ocal
29 | P a
=
Domestic=International
+eased Band'idth
nd Point To Point
+eased +ines D-
+ocal +eased *ircuits ;
.ire=H .ires-
D- Digital
0acilities
Digital Su$scri$er +oop
DS+-
*o!+ocation
Tele mail
*all *enters ne'-

 Un+;ersa0 Aess Num-er
(UAN)
UAN 3ni&ersal ccess Num$er- ser&ice is ideal for organizations /ngaged in

mar)eting of
products or ser&ices# "ere is a list of $usiness that can a&ail 3N Ser&ice#
Ban)s Insurance
Ne'spapers *redit *ard *ompanies
irlines Tra&el
"otels *ourier Ser&ices
Shipping +ines 3tilit( Ser&ices
0ast 0ood Outlets Trading *ompanies
*onsumer Products Stoc) Bro)ers
*ompanies
30 | P a
 $o+e Messa!+n! Ser;+e ($MS)
.ith PT*+ Messaging Ser&ice, (ou can ha&e all for or Desired- calls recorded 'hen
(ou are a$sent, $us( on phone or do not 'ant to attend the calls for an( reason# Jou
can, later on at (our con&enience, retrie&e all recorded messages from an(
telephone an('here in the countr(#
Securit( of message is ensured against ea&esdropping through su$scri$er
controlled pass'ord#
PTCL $MS is designed for those 'ho do not 'ant to miss a call or 0ax $ecause that
can $e $eneficial#
7reat for an(one o'ning a telephone or 0ax, at home or $usiness#
Much more po'erful and flexi$le than ans'ering machine due to Message
options a&aila$le in (our &oice mail s(stem#
Fea"ures
*all ans'er
0ax
Messaging
Notification
*apacit( ?8 messages
0ree for user pa(ing RS# ;888=! or more $ill=month#
 PTCL Messa!+n! P0us
PTCL M ESSA#INH PLUS is designed for small and medium $usiness

enterprises ha&ing pro$lems 'ith managing telephone message#
PTCL MESSA#IN# PLUS 'ill definitel( handle these pro$lems for (ou#
d&anced messaging features sa&e time, ma)e (ou trul( mo$ile and increase
producti&it(#
/ssential for time!conscious executi&es, fre4uent tra&elers and Professional groups#
Fea"ures
*all ans'er
30 | P a
 Co Loa"+on Cen"ers
Pa)istan Telecommunication *ompan( has ta)en land mar) decision to esta$lish

co location centers throughout the countr(#
Ser;+e
one"
This ser&ice is $asicall( for telecom data and I#T companies# These companies 'ill
install their e4uipment directl( in PT*+ premises in read( fitted en&ironment# The
primar( purpose is to pro&ide a num$er of resilient and centralized connection and
control facilities in 'hich co!location center s communication can $e located#
‟
Bene/+"s
/as( access to local  international
connecti&it(
2uic) deplo(ment of
ser&ices
Minimum capital in&estment and cost
sa&ing
"igher relia$ilit( and 4ualit( of
ser&ice
0ull connecti&it( under one
roof
5ust plug in and start
$usiness
Tar!e" mare"
IT
companies
Telecom data
companies
 Un+;ersa0 In"erne" Num-er (UIN) 9
3IN ?@? num$ering scheme for internet ser&ices pro&iders, represent exclusi&e code to each ISP#
Ser;+e one"
The concept of the ser&ice %ust li)e toll free 8988 $ut charges a local call for each
31 | P a
connecti&it( attempt, 3IN in&ol&es a location of num$ers to indi&idual ISP s 'ho are licensed
‟
$( PT# Fun"+ona0+"<

The ser&ice functions under single E meeting $illing s(stem, 'ith promise of rich di&idends in
terms of customer care#
32 | P a
Bene/+"s
The $enefit goes to the end users 'ho happen to $e an( ISP customers#
Once su$scri$ed, the ser&ice means timeless communication for (our
customers, allo'ing them to pa( for a single call irrespecti&e of its duration#
Tar!e"
mare"
ISP ‟ s
 $+r"ua0 Pr+;a"e Ne"or ($PN)
*ommunication is the secret of success in toda( s highl( competiti&e mar)et# .hen it

‟
comes to ena$ling (our enterprise, (our communication got to $e instant, fast and hassle
free# The ans'er to this corporate need is &irtual pri&ate net'or)#
Ser;+e
one"
It is an inno&ati&e and intelligent pri&ate net'or) to integrate $usiness=enterprises
ha&ing su$! offices 'ith in a cit( or nation'ide# .ithout necessit( installation of
dedicated resources, :PN ena$les organiza tio n to create a pri&ate net'or)#
 D+!+"a0 Cross Conne" (D66)
Telecommunication net'or)s are the most important infrastructure elements of an(

$usiness toda(# s the $usinesses increasingl( depend on it, 4ualit( of net'or)s is
gaining strategic importance#
Ser;+e
one"
PT*+ offers flexi$le and relia$le data ser&ices solutions through a high 4ualit(
platform of digital leased line net'or)# PT*+ digital cross connect D- net'or)
pro&ides the most dependa$le media for .N connecti&it( 'ith more than ;88 nodes
countr( 'ide#
Fea"ure
s
/nd to end digital connecti&it( on digital cross connect net'or)
33 | P a
*ountr( 'ide as 'ell as glo$al co&erage
0lexi$le $and'idth to suit the re4uirement
Better 4ualit( of ser&ices
34 | P a
Tar!e" mare"
*orporate
customer
Soft'are
exporters
Data net'or)
operators
irlines=tra&el agencies
ISP s ‟
0inancial
institutes
*ourier
ser&ices
 ISDN BRIPRI
It is a near $road$and experience suita$le for household and small=medium sized organizatio ns#
Fea"ures
0aster and clear

&oice
0ax and data communication on a single

phone
PRI pro&ides thirt( <H )$ps user channel plus t'o ?< )$ps signaling
channel
BRI pro&ides t'o <H )$ps user channel plus one ?< )$ps signaling
channel
*ost effecti&e
35 | P a
C*a"er = HUMAN RESOURCE PRACTICES OF

PTCL
=2 ROLE OF THE HR DEPARTMENT
The "uman Resource department of the compan( operates in an auxiliar(, ad&isor(,

or facilitati&e relationship to other departments in the organization# n( staff unit,
'hether it $e personnel or other'ise, exists to help the line effecti&el(# It has $een created
in the first place to ta)e ad&antage of specialized talent and )no'ledge# The "#R
department of the compan( generall( performs the follo'ing roles1
=2& P OLICY INITIATION AND

FORMULATION
The S/:P of the "#R# Department is the indi&idual most acti&el( in&ol&ed in polic(
re&ision to co&er recurring pro$lem or to pre&ent anticipated pro$lems# Ordinaril( these are
proposed to the president of the compan(, and it is up on the latter s authorit( that the ‟
polic( is actuall( issued# .hen proposing a ne' or re&ised polic( the personnel director
must anal(ze pro$lem that ha&e occurred in the past, sur&e( other companies to
determine ho' the( handle similar situations, discuss the matter 'ith colleagues and
su$ordinates and gi&e due consideration to the pre&ailing philosoph( in the organization#
=29 AD$ICE
 ma%or portion of the acti&ities of those engaged in staff personnel 'or) is in the
nature of counsel and ad&ice to line manager# *ountless examples can $e gi&en#  shop
foreman ma( $e confronted 'ith a grie&ance o&er distri$ution of o&ertime# nother
foreman ma( ha&e the pro$lem emplo(ee 'ho he feels should $e disciplined or e&en
suspended# t the time of the annual re&ie' of all salaried personnel for possi$le pa(
increases, the operating manager pla(s a )e( role in ad&ising operating manager on the
administration of the program#
36 | P a
=2: CONTROL
The "#R# Dept# carries out important control functions# It monitors the performance of
line department and other staff departments to ensure that the( conform to esta$lished
personnel polic(, procedures, and practices# The control function of the personnel
department is 4uite compara$le to the acti&ities of a 4ualit( control group that measures
product &aria$les to ensure conformance to engineering specifications or to the acti&ities
of the auditing staff that inspects accounting records to ascertain conformance 'ith
prescri$ed standards#
=2= SER$ICE
The ser&ice responsi$ilities of the "#R# department are apparent 'hen one examines such
things are as the emplo(ment, training, and $enefits functions# The tas)s of recruiting,
inter&ie'ing and testing %o$ applicants are performed in the "#R# Dept# Training programs
are planned, Organized and often staffed through the "#R# Department #"#R#
Department must see that ade4uate instructional materials and facilities are a&aila$le#
Once pension and insurance programs ha&e $een setup, all claims must $e through the "#R#
Dept#
=2> HUMAN RESOURCE MANA#EMENT AT PTCL
The PT*+ has 'on repute in the field of land line  .++ ser&ices for the domestic
 commercial customers# It has $een achie&ed onl( due to the proper and exact functionalit( of
the "uman Resource Department# The "ead of the "uman Resources Department is the
S/:P and his team comprises of /:P s  7eneral Managers of different zones#
‟
The "uman Resource Department ma( ad&ice the administration and the $oard of
directors on
special issues of the compan( and then it offers ser&ices in order to accomplish the tas)# It
not onl( gi&es ad&ice, offers ser&ices $ut also control the policies of the administration#
PT*+ is ha&e its official 0ace$oo) page to attract the local and international
"uman *apital, PT*+ is also ha&e a +in)edIn profile to interact 'ith professional and
fined good "uman Talent for their department#
37 | P a
PTCL 3+ns #0o-a0 HR Ee00ene Aar. &'

Pa)istan Telecommunications *ompan( +imited PT*+- has 'on the prestigious
K;nd 7lo$al "R /xcellence 'ard ;8??L in recognition of its outstanding organizational
performance in the telecom sector#
During m( internship at PT*+ I ha&e 'or)ed in "uman Resource department of PT*+#

PT*+ does not ha&e a proper "R $efore $ut no' it has a 'ell esta$lish "uman Resource
Department named as PT*+ "R .ing# "R .ing *omprised of Some Branches such as1
7. Administration 2ran+h
8. E*amination 2ran+h
9. !ta$$ and Establishment 2ran+h
:. Wel$are 2ran+h
;. 4e&al 2ran+h
<. Dis3at+h 2ran+h
No' 'e 'ill discuss a$out each department

$riefl(#
=2>2 ADMINISTRATION BRANCH
/fficienc( and disciplinar( Roles ?G@ stated that if an emplo(ee is not 'or)ing 'e can
ta)e action against him# The condition 'hich leads to ta)e action against an emplo(ee is
+ate comer, Mis$eha&ior, :iolation of Rules  Regulation etc# In case of one these
&iolation a Sho' *ause notice 'ill $e send to the emplo(ee and he has to explain that
Sho' *ause, if he is una$le to pro&ide good explanation a disciplinar( action 'ill $e
ta)en against him# In case of punishment PT*+ gi&e to t(pe of Punishment i#e# Ma%or
Punishment and Minor Punishment# Ma%or Punishment includes Dismissal, Remo&al,
*ompulsor( Retirement, and Re&ersion to +o'er Scale# .hereas Minor Punishment
includes *ensure means 'arning-, .ithhold of Promotion, Reco&er( of Re&enue loss, and
Stoppage of Increment#
38 | P a
=2>2& E6AMINATION BRANCH
The examination $ranch of the PT*+ deals all the Staff training, *lerical 'or),
dealing appointment dealing, dealing Internships# The examination $ranch is the department
'or)s under dministration Branch and is responsi$le for the general office and clerical
'or)# It perform the tas) $een assigned $( the dmin or the PT*+ head office# e#g
internships appointment and training orders to transfer the emplo(ees to the PT*+ Training
School#
=2>29 PERSONNEL BRANCH
Personnel $ranch of PT*+ deals Performance appraisal, 0inancial Benefits,
Management Transfer, Posting, "olida(s, *areer, rrears, Increments, Disciplinar( *ases,

and Promotions# Personnel $ranch do the appraisal of emplo(ees from 5anuar( to Decem$er
e&er( (ear to gauge the performance of the emplo(ees to achie&e the common goals# The
appraisal at PT*+ also called nnual *onfidential Report *R-# Personnel $ranch use
an appraisal form for the appraisal of emplo(ees# The form includes all the s)ills,
attitudes, and )no'ledge of the emplo(ee# In e&er( $ranch the Business Manager ma)es
the appraisal of the staff and sends it to the "ead office for further action# 0i&e (ears
performance appraisal is must for promotions# The Promotion is deal $( the Departmental
Promotion *entre DP*-# Promotion is $ased on Seniorit(, *ompetence, and
Performance#
Lea;es +n
PTCL
Despite the appro&al of lea&e $( the appro&er, no emplo(ees shall proceed on lea&e until
the issuance of lea&e notification from "R# "R Signator( for region shall $e the Sr#
Manager at the regional and Sr# Manager Staff in head4uarters# "R sha l maintain
K+ea&e *ardL for each emplo(ee entailing full record of lea&e transaction# "R shall issue
four different color copies of lea&e notification# Red to pa( roll section# Jello' to
emplo(ee# Blue to emplo(ee s concerned department# 7reen in personal file of the officer#
‟
Pa)istan Telecommunication *ompan( +imited pa(s great attention to their emplo(ee 'or)
life $alance# In 'hich lea&es pla(s a &er( &ital role there are se&eral t(pes of lea&es PT*+
pro&ide to emplo(ees as follo's1
39 | P a
?# Casua0 Lea;e 1 *asual lea&e is the general or ordinar( lea&e an emplo(ee can a&ail#
0or regular staff casual lea&e is ;9 da(s per (ear 'hile for contract emplo(ees it is 9
da(s in a (ear#
;# EPa+s"an Lea;e 1 If someone 'ants to go outside of a countr( for some reason
such as 3mra, or an( other 'or) outside a countr(# In this lea&e an emplo(ee 'ill
get a routine salar(# The lea&e 'ill $e on appro&al of the "R Manager#
@# Se+a0 Lea;e 1 Special lea&e is onl( for female and it 'ill $e ?@8 da(s in case of
"us$and s death#
‟
H# Me.+a0 Lea;e 1 Medical lea&e 'ill $e granted onl( in case of accident, illness, in%ur( etc#
In this lea&e a certificate 'ill $e re4uired from a doctor 'ho is curing an emplo(ee#
A# Ma"ern+"< Lea;e 1 Maternit( lea&e is for female if she is pregnant or gi&es $irth
to a child# This lea&e is for G8 da(s#

<# E"raor.+nar< Lea;e 1 /xtraordinar( lea&e is for ? to @ (ears 'ithout salar(# n
emplo(ee 'ho ha&e completed A (ear of ser&ice 'ill get @ (ears of lea&e and
if an emplo(ee ha&e completed @ (ear of ser&ice he 'ill get ? (ear lea&e#
# Lea;e Preara"or< "o Re"+remen"1 In +ea&e preparator( to retirement an
emplo(ee is %ust preparing himself for retirement and he 'ill get a routine salar(# If
an emplo(ee has completed ;A (ears of ser&ice he can get ? (ear of +PR# If
someone does not 'ant to a&ail the lea&e then he 'ill get paid for < month#
9# Lea;e Enas*men"1 In lea&e encashment if an emplo(ee does not a&ail the +PR
&acations he 'ill get < month extra pa(ment and his routine salar( also# "e can also
a&ail a house for himself from PT*+# In the age of Sixt( he 'ill get retired#
G# Ha0/ Pa<1 "alf pa( is for the emplo(ees 'ho 'ant to go for temporar( lea&e such as
Preaching# If an emplo(ee 'ant no $rea) in his ser&ice, then he get half pa( and
'ill count present#
?8# D+sa-+0+"< Lea;e 1 Disa$ilit( lea&e is for the emplo(ees 'ho ha&e suffered
due to accident#
40 | P a
Inremen"s
Increment are the annual increase in salar( of all the emplo(ees 'or)ing for PT*+, it is
$ased on the scale of an emplo(ee# 0or example ?@88 rupees 'ill $e added to the salar( of
grade , and rupees ?A88 'ill $e added to the salar( of grade ?8, and ;H88 rupees 'ill $e
added to the salar( of grade a$o&e BPS!?8# The increment has a limit of rupees ;H88 per (ear#
=2>2: PERFORMANCE APPRAISAL AT PTCL
In PT*+, the rating scale method is used to measure the performance of the emplo(ee s,
in this method different taints or 4ualities of emplo(ees are measured using a $ipolar
rating scale and each trait is assigned a rate a &alue from a gi&en set of &alues poor to
excellent or something li)e that-# These traits includes communication, punctuation,

s)ill, 4ualit( 'or) etc# a diagrammatic representation of rating scale is gi&e follo'ing#
41 | P a
The personnel $ranch at PT*+ deals the performance of BPS ? to BPS ;8 grades of
emplo(ees, and is managed $( the SP Standard ccess Program-# SP is soft'are 'hich
contain all data such as increments, Transfer, posting etc# PT*+ also use another soft'are
called "uman *apital Management S(stem "*M-, 'hich ha&e all the data of
emplo(ees from their hiring to retirement, the ser&ices, pension, and experience and all
the data related to their career are there in the "uman *apital Management S(stem# ll
the promotions and incenti&e of the emplo(ees are $ased on the performance the(
ha&e sho'ed in their respecti&e department# If the performance of an emplo(ee is not
good or he lac) some s)ills then the personnel $ranch for'ard the record of that
emplo(ee to the training and de&elopment manager of PT*+, later on the training is
arranged $( Staff training college for these emplo(ees to o&ercome their deficiencies
in the respecti&e s)ills# PT*+ continuall( pro&ide training to their emplo(ees 'ho are
lac) of the particular s)ills to impro&e performance and to achie&e the common goals and
o$%ecti&e of the compan(, and to compete in the mar)et and meet the consumer demand
'ith confidence and greater efficienc( and effort# If the performance of an emplo(ee is not
good after the training then he can $e punished or demote to the lo'er scale#
The format of the form includes four parts as

follo'1
2 Asses smen" o/ Come"en+es *+* +n0u.es

i- Sense of Responsi$ilit( and Self
discipline ii- Team 'or)
&2 In"erers ona0 @ Commun+a"+on S+00s
92 In"e!r+"<
:2 Fun"+ona0 Come"en+es
i- 6no'ledge of %o$ and expertise
ii- *ommitment to excellence=

4ualit( iii- Result Orientation
i&- *ustomer 0ocus
&- Planning and Organizing
42 | P a
=2>2= TRANSFER, PROMOTION, LAYOFF
0or these tas)s the "#R# Dept# ser&es primaril( in a coordinati&e capacit(# .hen emplo(ees
are mo&ed from one department to another either $ecause of the needs of the $usiness or
$ecause of indi&idual re4uests, the personnel records ma( $e studied to ascertain that
the( possess the re4uisite s)ills# +a(offs t(picall( are processed $( the "#R# Dept# to ensure
that the proper order of preference is follo'ed# This can $ecome complicated of
com$inations of %o$s, departmental, and plant 'ide seniorit( rights must $e o$ser&ed# .hen
a &acanc( occurs in a position, it ma( $e filled $( promotion from 'ithin or $( direct
hiring from outside the compan(# This decision is often made %ointl( $et'een the "#R#
Manager and the executi&e in charge of the department 'here the &acanc( has occurred#
Man( companies ma( esta$lish policies to co&er matters of this t(pe# The actual final
decision as to 'hich candidate is chosen for the promotion is largel( made $( the executi&e
in 'hose unit the &acanc( has occurred#
=2>2> TRAININ# AND DE$ELOPMENT
"uman Resource Training and De&elopment is a process for de&eloping indi&idual s)ills and
effecti&eness# Indi&idual effecti&eness, in terms of s)ills, )no'ledge and attitude, is one of
the essential $uilding $loc)s to'ards achie&ement of the 'ider goal of impro&ed
organizational efficienc( and effecti&eness# The de&elopment of the indi&idual and
the organization are therefore inextrica$l( lin)ed# Training can and must ma)e a
significant contri$ution to'ards securing $oth indi&idual and organization o$%ecti&es#
/&er( manager, potential manager and emplo(ee must recei&e the training re4uired to
perform his=her %o$ effecti&el(#  true "uman Resource De&elopment "RD- plan
must deli&er real tangi$le and measura$le results#
In the context of ongoing change process at PT*+ the role of Training  De&elopment
function has gained e&en more significance to change the mindset of the emplo(ees and
their approach to'ards the compan( and the customer# PT*+ s executi&es and staff needs‟
to $e ta)en through an extensi&e training  de&elopment campaign and 'e at TD

are committed to'ards transforming PT*+ into a "u$ of highl( s)illed human capital
that 'ill pro&e to $e a dri&ing force in steering PT*+ to its &ision#
43 | P a
$ISION
The PT*+ Training and De&elopment 'ing 'ill $e a center of excellence in training
ser&ices and consulting that 'or)s in close partnership 'ith its internal=external
clients to $uild competencies that achie&e $usiness goals#
MISSION
To pro&ide a learning en&ironment and tools to help our customers reach their full
potential#
CORE $ALUES
Open and free exchange of information at all

le&els# *ontinuous learning#
+earners are acti&e participants in all aspects of the training
process# Search for inno&ati&e P/OP+/ D/:/+OPM/NT
solutions#
3ORK PLACE TRAININ#
The 'or) place training or on %o$ training O#5#T- is the )e( factor of the policies of the
"uman Resources Department #s the compan( is pu$lic dealing entit( so the 'or) place
training is the integral factor for the good 'ill and the status of the policies and ser&ices of
the compan(#
REFRESHIN# COURSES
The refreshing courses enhance the potential capa$ilities of the staff and the performance
as 'ell# The refreshing courses are conducted $( Regional Telecom Training Schools
RTTS- and sometimes $( Telecom Staff *olleges  are attended $( the staff
mem$ers on the recommendations and $ehalf of the "#R# Department# Refreshing courses
are for the managerial and Technical staff# So the( are e4uall( and firml( e&aluated
and enhancement of their capa$ilities is achie&ed#
On!the!%o$ training and coaching are performed $( the line super&isor or $( a

44 | P a
$ISION
speciall( designated emplo(ee 'ho acts in the role of an instructor# It is the responsi$ilit( of
the personnel industrial relations group to determine training needs in cooperation 'ith
the line management#
45 | P a
Once the needs are esta$lished, the personnel training specialists must design a program
to accomplish the desired results# If the program ta)es the form of in ser&ice class room
courses, it usuall( is administrated $( "#R# Department# *oaching, performance
appraisal, and post appraisal counseling, %o$ rotation, understudies, and special
$roadening assignments are largel( executed $( operating managers $ut coordinated $( a
central "#R# Dept#
PT*+ has esta$lished its o'n training facilities as detailed

$elo'1
PTCL Tra+n+n! Cen"re, Cana0 Ton Pes*aar
Pa+s"an Te0eommun+a"+on Co00e!e (PTC)
The regional le&el staffs training schools are also in&ol&ed for extending training facilit(
to all the staff mem$ers of the organization, $ased at regional head4uarter le&el such )ind
of Regional Telecom training schools are
R2T2T2S La*ore
R2T2T2S Mu0"an
R2T2T2S Fa+sa0a-a.
R2T2T2S Kara*+
R2T2T2S Is0ama-a.
R2T2T2S Pes*aar e"2
The t(pes of training $eing offered

are1
Initial training for the ne' staff generall( 8@!8< months as per designatio n
Refresher courses for existing
emplo(ees# Promotion training courses#
Special emergent technolog( trainings#
Some times PT*+ also sings contracts 'ith its suppliers=&endors for foreign trainings#
46 | P a
UR#ENT TRAININ# NEEDS PRO#RAM
The 3rgent Training Needs 'hich realisticall( depict the post :SS scenario are $eing
assessed and catered immediatel( $( conducting customized training programs# The
in&ol&ement of all departments, regions and $usiness units for pro&iding their &alua$le
input in the form of TN response is essential for accurate identification of their
re4uirements# 7i&en the transformation stage, the most eminent de&elopmental needs 'ere
highlighted and incorporated in this program#
CUSTOMER CARE
INITIATI$E
To achie&e the pinnacle of /xcellence in *ustomer Ser&ice en&isioned $( the

President=*/O the Training and De&elopment department has assumed the responsi$ilit(
for effecti&el( imparting training under the *ustomer *are Initiati&e to all PT*+ emplo(ees#
HRD PLAN FOR &'''
Training is one of the tools used for the de&elopment of emplo(ees and to consolidate change
on sustaina$le ground# In order to address the training needs of all sta)eholders of
PT*+, /:P TD- has directed training region administration to conduct
comprehensi&e Training Need ssessment of PT*+ emplo(ees# This exercise of TN is
re4uired for de&eloping an effecti&e and need satisf(ing "uman Resource De&elopment
Plan for PT*+ training centers# The pilot run of this program is expected to commence $(
the end of pril ;88G#
TRAININ# INCENTI$E OFFERED TO $SS

OPTEES
0or the reha$ilitation of :SS Optees, PT*+ offered a pac)age of post :SS training 
de&elopment ser&ices, out of 'hich the most $eneficial and helpful ser&ice offers
'ere :ocational and Technical trainings#
47 | P a
RE$AMPIN# PROECT OF PTCL TRAININ# @ DE$ELOPMENT BY

ETISALAT ACADEMY
PT*+ has a huge training infrastructure throughout the countr( that is geographicall(
'ide spread# To re&amp this 'ing of PT*+ and transform it into a profit center, /tisalat
cadem( has
$een engaged for this pro%ect 'ith the follo'ing main o$%ecti&es1
/&aluation of existing training infrastructure

Identification of potential and non!potential training institutes
De&elopment plan for proposed training set!up
*omprehensi&e 'or)force anal(sis of existing "uman Resources in TD department
Proposals regarding computerized learning management s(stem
Preparation of 2ualit( ssurance 2- s(stems  procedures
Determinatio n of 6e( Performance Indicators 6PIs-
IMPLEMENTATION OF ERP SYSTEM IN

T@D
The focus of the pro%ect is to set up and maintain the 4ualifications catalogs, create and
e&aluate profiles for a range of o$%ects for example, persons and positions-, e&aluate
career and succession planning scenarios, set up appraisal s(stems, as 'ell as plan,
hold, and e&aluate appraisals, create de&elopment plans, and 'or) through indi&idual
de&elopment planning scenarios $( customizing the functions of personnel
de&elopment to meet customer re4uirement s#
48 | P a
PTCL ACADEMY ACTI$ITIES
PT*+ cadem( has $een re&italized 'ith a ne' &ision to $e recognized locall( and
regionall( as a center of excellence in the pro&ision of state!of!the!art training and consultanc(
ser&ices in telecommunications and related fields# It 'ill pro&ide a platform for

the creation, dissemination and exchange of )no'ledge and expertise in all areas of
telecom and IT to internal and external sta)eholders# Some of the programmes on its agenda
are1
Q Ph#D#
Programme
Q MS
programme
Q Post 7raduate
Diploma
Q *isco Regional cadem(
Programme
Q Oracle cadem(
Programme
Q 5oint &enture 'ith *IS*O and
N3ST
Q Seminars = Short *ourses = *ertificate

programmes
Q *ourse de&elopment for ne' offerings technical and management
courses-
Q Testing = Inspection of telecom
e4uipment
LINEMAN TRAININ# PR O#RAM
The declaration to cele$rate (ear ;889!8G as (ear of *ustomer *are  Satisfaction $(

the President=*/O of the compan(, has entrusted upon Training  De&elopment
Department a gigantic tas) to transform our line staff 'ho are the real customer care
agents of PT*+# This initiati&e is the part of compan( s strategic &ision to turn PT*+ a
‟
leading corporate entit( in highl( competiti&e $usiness en&ironment of telecom industr(#

 mega training campaign has $een launched for all the +inemen of PT*+# The
training module prepared $( Training  De&elopment department has tried to address all
49 | P a
PTCL ACADEMY ACTI$ITIES

s)ill needs most direl( re4uired $( our +inemen to cope 'ith emerging technologies in
telecommunication# This training 'ill significantl( impro&e $oth soft and technical
competencies of our linemen and 'e $elie&e that this training sha l $e remem$ered as a
milesto ne in PT*+ s histor(#
‟
50 | P a
4UALITY A3ARENESS PR O#RAM
In order to create 4ualit( a'areness and s)ills impro&eme nt of PT*+ staff, a @! (ear 2 plan
has $een made# The pro%ect is scheduled from March ;88 to Decem$er ;88G# 0ollo'ing four
t(pes of programmes are under the 'or) plan1

Q Installation 2ualit(
Standards
Q 2ualit( uditor
*ourse
Q *ompan('ide 2ualit(
'areness
Q Train the Trainer Programme offered to the facult( of PT*+ training
R ‟
centers
SENIOR MANA#EMENT DE$ELOPMENT

PRO#RAM
/tisalat cadem( $eing the lead consultants of PT*+ s Training and De&elopment‟
department has proposed a meritorious program for the de&elopment of Senior Management
Team SMT- of PT*+# The 'or)shops, their contents and out comes ha&e $een re&ie'ed
and ha&e $een found $eneficial for the compan(# Proposed plan of fi&e 'or)shops is in line
'ith emerging concept of *ontinuous Professional De&elopment# *PD is $eing

promoted for conscious updating of professional )no'ledge and enhancement of
professional competence throughout a persons 'or)ing life# PT*+ Training 
De&elopment 'ing is committed to the pursuit of professional exce lence 'ith its Senior
Management Team# PT*+ s SMT, though possesses matchless functional competencies,
‟
'ill $enefit from these 'or)shops#
INTERNSHIP PR O#RAM
s per existing polic( approximatel( ?GH internship offers 'ere made during
;889! 8G# *urrentl(, 'e are in the process of in&igorating our Internship Polic(# During the
last couple of (ears Internship Programme at PT*+ has recei&ed special attention and
focus# The o&erall concept has e&ol&ed from its traditional perspecti&e into a strategic
perspecti&e# .e loo) for'ard to this programme not onl( as a learning opportunit( for the
51 | P a
4UALITY A3ARENESS PR O#RAM

participants $ut also a prospect for PT*+ in its continuous endea&or for talent hunt# It is
the process $( 'hich 'e not onl( contri$ute significantl( to the de&elopment of the
$est talent in professional and leading uni&ersities and schools, $ut it also aims at
creating KPT*+ m$assadorsL that spread good'i l of the compan( all o&er the countr(#
This programme is intended to pro&ide students 'ith the
52 | P a
opportunit( to appl( 'hat the( are learning in their academic pursuits to real 'orld
situations# Through the successful implementation of this programme, PT*+ loo)s
for'ard to rightl( identif(, recruit, train and de&elop its most important need of the da( i#e#
the "uman Resource#
NOMINATIONS FOR OPEN HOUSE TRAININ#

PR O#RAM
Besides aforementioned acti&ities the Training and De&elopment Department is

organizing a complete data$ase of the training firms=institutes and the freelance training
consultants# Staff is $eing nominated for open house training programs offered $(
reputa$le firms to assess the efficac( and the rele&anc( of the program#
=2>2? COMPENSATION
ADMINISTRATION
The 'or) of designing and installing a %o$ e&aluation program is handled, for the part,
$( the "#R# department 'ith some consultation 'ith line managers# The decision to adopt
a particular pa( structure 'ith pa( grades and fixed minimums and maximums for the
grades is a top management responsi$ilit(# The da(!to!da( 'or) of anal(zing %o$s,
e&aluating their 'orth according to a formal %o$ e&aluation plan, and maintaining
suita$le records is are "#R# dept# functions Periodic 'age are conducted $( the "#R# dept#,
$ut an( firm decision to rise or change the entire schedule is particularl( al'a(s
reser&ed for the chief executi&e officer of the organization# There is no o&ertime
pa( in PT*+# 0ollo'ing three t(pes of compensation pac)ages are $eing ser&ed to
PT*+ staff#
 N.2.'.! National 2asi+ 'ay !+ale/

N.).'.= Ne% )om3ensation 'ay =rades/
 N.T.) Ne% Terms and )onditions/
53 | P a
PAY PACKA#ES
The pac)ages are also determined $( the "uman Resources Department# These are
determined on the $asis of performance, *R, 4ualification and seniorit(# It has
comparati&el( lo' pa( pac)ages (et good ones# The managerial posts are filled directl(
$( the "uman Resource Department# On the other hand the Technical +o'er and mid!
le&el super&isor( staff is hired $( the means of1
?- Direct
"iring
;- Promotion on seniorit(
$ases
The promotions are on the seniorit( cum fitness $asis #So the 4ualified and the efficient
'or)ers are supposed to come up to the top# "uman Resource Department also deals 'ith
the retention and firing of the emplo(ees# In case of deceased emplo(ee, one of his children
gets the %o$ in the compan( according to his 4ualification# ccording to 4ualification
and s)ills it ensures the emplo(ee $enefits# More o&er the "uman Resource Department
also cares for the old age $enefits of the emplo(ees# It is o$&ious that the "uman
resources Department is of )e( importance and is pla(ing a complementar( role in the
de&elopment and promotion of the compan(#
=2>2 3ELFARE BRANCH
PT*+ ha&e a 'ell!esta$lished .elfare Branch 'hich *onsist of Medical facilities,

Bene&olent
0unds, Pension, 3niform
facilities#
MEDICAL FACILITIES
PT*+ ha&e 'e l esta$lished plan for the emplo(ees health#

‟ PT*+ ha&e t'o
dispensaries in
Pesha'ar region
i#e#
7. 1ealth 6nit 'T)4 >>>>>>>> Khyber 2azar 'esha%ar )ity

8. 1ealth 6nit 'T)0'T! >>>>>>>>>>Near 25!E 'esha%ar
54 | P a
In e&er( cit( PT*+ has its dispensaries for their emplo(ees# If there is need for surger(
then
PT*+ ha&e contract 'ith the panel of "ospitals
i#e#
55 | P a
7. )M1
8. auji oundation
9. Al "hidmat
There is a formal procedure for getting Medical facilit( from these hospitals# 0irst
emplo(ees ha&e to sho' their ser&ice card in these hospitals so as to ensure medical
treatment# fter treatment the hospital prepare a $ill and send it to the Pesha'ar head office
'hich is send to the "ead office Islama$ad and after appro&al the District Di&isional
Officer DDO- ma)e the pa(ment to the respected hospital# The hospital $ill is generall(
for one month# 0amil( mem$ers are also included in the medical facilit( such as parents,
'ife and children# The maximum limit pro&ided $( the ptcl to their emplo(ees is Rs#
HA8,888=!, if the medical charges exceed this limit then ptcl is not lia$le to support the
emplo(ee s extra medical charges#
‟
BENE$OLENT FUND AND OTHER

FACILITIES
Bene&olent 0und or B0- is a deduction from the salar( of an emplo(ee# B0 is deducted

e&er( month from the salar( of emplo(ees, this deduction is $ased on an emplo(ee s ‟
scale, such as BPS!? to BPS H has ?88 rupees B0 deduction, 'hile BPS!H to BPS ;8 has a
?AA rupees deducted as a B0# In case of a death of current emplo(ee PT*+ pa( ?8,888 for
funeral, and after death the 'ido' is paid till death and re!marriage# The amount of
pa(ment made to the 'ido' is also depend on the scale of an emplo(ee such as the
'ido' of BPS ? to H is paid @888 rupees per month and BPS H to ;8 is paid H888 rupees
per month# These pa(ments form are signed $( 7M and sent to +ahore "ead Office and
‟
after appro&al these forms the( send it to Pesha'ar "ead Office and then it is $eing sent to
the rele&ant 3nit and after than a DDO ma)e the pa(ment#
On Me.+a0 #roun.1 .hen a person personall( recei&e Bene&olent 0und due to

medical unfitness#
Aommo.a"+ons Fa+0+"<8 If someone is li&ing in a pri&ate or in his o'n then he 'ill

recei&e a pa(ment of rupees A888 per head as an accommodatio n charges#
Marr+a!e #ran"s8 PT*+ pro&ide marriage grants to its emplo(ees daughter as rupees ‟
A8,888
56 | P per
a head# The re4uirement for this is NI* and Original Ni)ha Nama if she has not
an NI* then 0orm B 'ill $e re4uired# This grant is onl( for daughters not sons#
57 | P a
Transor" C*ar!es8 Transport charges are for emplo(ees and his children s pic)  drop ‟
onl( for specified locations and an emplo(ee 'ill recei&e ?88 rupees if he has not a&ail this
ser&ice#
=2>2 LE#AL BRANCH

6eeping into account the sa(ing that *ompan( can sue and can $e sued, it is %ust li)e an
artificial person therefore PT*+ has realized that a full pledge legal $ranch is important
to cope 'ith cases faced $( the compan(# The legal $ranch corresponding is mostl( on e!
mail and a lo'er ratio on letters 'ith the "ead Office# PT*+ ha&e legal unit in e&er(
$ranch and in small exchanges the( ha&e $een informed $( the Super&isor or Manager
a$out an( legal issue# There are three t(pes of cases a legal $ranch is handling as follo'1
 )i,il )ases
 )riminal )ases
 4abor )ases
CI$IL CASES
 la'suit $rought to redress a pri&ate 'rong such as $reach of contract,

encroachment, or negligence or to enforce ci&il remedies such as compensation, damages,
and in%unction# lso called ci&il action, ci&il proceedings, or ci&il suit# *i&il cases are
casual cases faced $( the compan( such as land, and $illing etc# In a ci&il action, the
defendant is the part( called to anser claims $rought $( the 0a+n"+// #
*i&il cases are al'a(s deals in ci&il courts Senior *i&il %udge is the *i&il *ourt "ead#
Important cases are %udged $( the Senior *i&il 5udge# *ompan( ne&er lea&es a single case
of Rs# A# Senior ci&il %udge has su$ordinates called ci&il %udges# *omplete documents must
$e there to support (our case# Before filing a case compan( must ha&e complete documents
regarding the case#
Po'er of ttorne( must $e gi&en to the la'(er that he is corresponding on $ehalf of
the compan( to the court# The "ead 2uarter gi&es us a suggestion to file a suit# During
filing a case the legal $ranch consult the Senior Manager and then 7eneral Manager# Bold
step can $e ta)en if a person is &iolating the compan( rules  regulations# +a'(ers from
58 | P a
Pesha'ar ha&e $een registered in the "ead Office# "ead Office selects a la'(er for the
case, $ut in emergenc( legal $ranch of Northern Telecom Region!I Pesha'ar, can select a
la'(er, and the next da( the legal
59 | P a
$ranch communicate to the "ead 2uarter and $rief him a$out the case# One such
example
include as once National "igh'a( uthorit( N"-, 'as dig the road and during that
the( damage PT*+ 'ire 'hich 'as 'orth HH lac rupees and then PT*+ legal $ranch had
file a suit against N" and reco&er that mone( and PT*+ appreciate this timel( action $(
the legal $ranch#
T+me Fa"or8 Time factor is &er( important in legal matters it means does not dela( the
case, and ta)e instant action#
In legal preceding a Summon 'ill send $( the court to the client $oth to the Plaintiff
and Dependent# The court has to send a full document to the Plaintiff or Dependent and
then ta)e his sign on the Summon# In case the dependent does not recei&e other documents
he 'ill 'rite to the court that Summon has $een recei&ed $ut does not recei&e other
documents= claim $( the Plaintiff#  Plaintiff has to send the *laim= Da'a 'ith Summon
to the dependent# .hen a legal $ranch recei&es a *laim then the +egal ssistant scan it,
and sent it to the "ead 2uarter that 'hat action should $e ta)en# The "ead 2uarter
ma)es amendment=changes if necessar(, and tell us 'hich la'(er has to choose# Before
suiting a case 'e ma)e :a)alat Nama It is an authorization that this la'(er 'ill
conduct the case-, 'hich is signed $( the 7eneral Manager 7M-, and la'(er, and a
la'(er 'ill su$mit it to the court# PT*+ legal $ranch also send a representati&e 'ith
the la'(er to o$ser&e the case# PT*+ gi&e an authorit( letter to the representati&e
to attend the ci&il court case proceedings#  representati&e 'ill $e a PT*+ emplo(ee#
+egal $ranch send a representati&e for his o'n safet(, and to ensure that a la'(er is honest
or not# In personal cases if a person is $us( he can gi&e a Po'er of ttorne( to the la'(er#
P0a+n"+//8  person $ringing a case against another in a court of

la'#
Reresen"a"+;e
Du"+es8
  representati&e 'ill attend the court during e&idences# It is &er( important to

attend the e&idences $ecause sometimes a representati&e has &ital information that
no one )no' except the representati&e#
  representati&e should ha&e an ttorne( +etter to ensure that a representati&e is
52 | P a
8/9/2019
not a stranger# Internship Report PTCL HRM
  representati&e should not $e interfering in the case#
53 | P a
  representati&e 'ill immediatel( report to the department if there is negati&e thing

occurs during the court proceedings#
 If a representati&e gets late he 'ill su$mit an application for dela(#
Fe.era0 Ser;+e Tr+-una0

(FST)
0ederal emplo(ees 'ill go to 0ederal Ser&ice Tri$unal for an( legal issues the( face in
their tenure#
CRIMINAL CASES
 court proceeding in 'hich a person 'ho is charged 'ith ha&ing committed or omitted an
act against the communit(, *ompan( or state is $rought to trial and either found not guilt(
or guilt( and sentenced# Standard of proof for crimes is higher than for ci&il 'rongs and, for
ma%or crimes such as a murder, guilt must $e esta$lished $e(ond a reasona$le dou$t# lso
called criminal suit# In a criminal action, the defendant is the part( accused of committing a
crime# In criminal cases 0IR goes to first goes to the Magistrate then 5udicial Magistrate
and after then 'ill goes to the District and Session *ourt#
LABOR CASES
La-or
The aggregate of all human ph(sical and mental effort used in creation of goods and
ser&ices# +a$or is a primar( factor of production# The size of a nations la$or force is
determined $( the size of its adult population, and the extent to 'hich the adults are either
'or)ing or are prepared to offer their la$or for 'ages# +a$or is person 'ho cannot gi&e an
order#
La-or
Cour"
 0a-or our" 0a-or our" or +n.us"r+a0 "r+-una0- is a go&ernmental %udiciar( $od(
'hich rules on la$or or emplo(ment!related matters and disputes# In a num$er of countries,
la$or cases are often ta)en to separate national la$or high courts# Other states, such as the
3nited States, possess general non!%udiciar( la$our relations $oards 'hich go&ern union
certifications and elections#
In Pa)istan la$or court is National Industrial Relation *ommission NIR*-# .hich is
53 | P a
dealing all the la$or cases#
54 | P a
+a$or cases are a$out the compan( emplo(ees misconduct $reaching a contract and
‟
damaging or stealing compan( assets# It is also called internal la$or cases# +a$or cases
includes creating distur$ance 'ith colleagues, coming late, *ard games in office or during
'or), mis$eha&e 'ith officers, "a$itual $sentees, Stealing office things,
"arming=damaging compan( propert(=e4uipment, :iolating rules and regulations of a
compan(, and Misrepresentation 0raud degree or documents-#
Pens+on
If a person has completed ;8 (ears of ser&ice and is pensiona$le he can get retired $( his
'ill or after <8 (ears# In case of an( offense a person can loss his annual increment or
sometimes he can $e demoted to lo'er scale#
o-
Term+na"+on
.hen someone is no longer emplo(ed 'ith a particular compan(, this is )no'n as

%o$ termination# 5o$ termination ma( $e mutuall( agreed upon, as might $e the case
'ith an emplo(ee 'ho lea&es to pursue other options, or it ma( $e forced, as in the case of
someone 'ho is fired# n emplo(ee ma( also choose to terminate emplo(ment
independentl( for a range of reasons# 5o$ termination can $e good or $ad, depending on
the circumstances and the reasons, $ut it is a good idea to ma)e the $est of it in an( case#
In PT*+ sometimes an "R department )eeps emplo(ees on pro$ationar( period# In PT*+

if a person is terminated and he 'ant to go to court $efore going to court he must ha&e
to sent representation to the 7eneral Manager# Representation is an appeal $ut in official
language 'e call it representation# In representation an emplo(ee has to pro&e himself
innocent to the 7eneral Manager 7M-# fter representation the 7eneral Manager 'ill gi&e
an ans'er to the emplo(ee 'ithin fifteen da(s# Representation ppeal should $e sent to
7eneral Manager 7M-, $( Post not $( hand# In case of no ans'er an emplo(ee has to gi&e
him a legal notice $( himself or la'(er, a la'(er cost 'ill $e 88 Rupees# In case of no
ans'er to legal notice or if an emplo(ee are not satisfied then he has to go to court#
If PT*+ s o'n emplo(ee steals ca$les or an(thing PT*+ 'ill dismiss that emplo(ee# If
‟
an emplo(ee steal something PT*+ 'ill ma)e an 0IR on him and can send that emplo(ee
to
54%ail#
|Pa
The 0IR 'ill for lo'er staff Peon, Dri&er, 7ate)eeper, +inemen-, not for the management
the( 'ill $e dismissed# Then there is t'o situations occur in case of an( offense i#e#
Ba+0 a-0e O//ense8 'here $ail is accepta$le#
Non Ba+0 a-0e O//ense8 'here $ail is not accepta$le at an( cost#
Em0o<ee D+sm+ssa0
Dismissal is 'hen (ou end an emplo(ee s contract# .hen dismissing staff, (ou must do it fairl(#
‟
There are different t(pes of dismissal1
fair dismissal
unfair dismissal
constructi&e
dismissal 'rongful
dismissal
Fa+r an. un/a+r .+sm+ssa0
 dismissal is fair or unfair depending on1
(our reason for it
ho' (ou act during the dismissal process
Cons"ru"+;e D+sm+ssa0
This is 'hen an emplo(ee resigns $ecause (ou &e $reached their emplo(ment contract# This
‟
could $e a single serious e&ent or a series of less serious e&ents#

n emplo(ee could claim constructi&e dismissal if (ou1
cut their 'ages 'ithout
agreement unla'full( demote
them
55 | P a
allo' them to $e harassed, $ullied or discriminated against
56 | P a
unfairl( increase their 'or)load
change the location of their 'or)place at short
notice ma)e them 'or) in dangerous conditions
3ron!/u0
.+sm+ssa0
This is 'here (ou $rea) the terms of an emplo(ee s contract in the dismissal process,
‟
e#g# dismissing someone 'ithout gi&ing them proper notice# .rongful dismissal isn t
‟
the same as unfair dismissal# If an emplo(ee thin)s (ou &e dismissed them unfairl(, ‟
constructi&el( or 'rongfull(, the( might ta)e (ou to an emplo(ment tri$unal#
=2>2' DISPATCH BRANCH
The dispatch $ranch at PT*+ Pesha'ar $ranch deals 'ith Post Office .or)# It deals all
the incoming letters and outgoing letters, and )eep full record of the 'hole Post 'or) in a
separate registers# There is t'o register for this 'or) named Incoming +etters and
Outgoing +etters and for local corresponding this $ranch uses a 7eneral  +ocal register
'hich include e&er(thing a$out these corresponding# In these register 'e note a +etter
num$er, date, name of the sender organization, and in 'hat condition 'e recei&e the letter it
means if 'e recei&e a close letter 'e 'rite *lose en&elop in the register, and then
for'ard it to the rele&ant unit# PT*+ post code is
H8 and T*S code is a&aila$le on
internet#
57 | P a
=2>2 PENSION BRANCH
PT*+ has a separate $ranch for dealing pensions of senior emplo(ees 'ho are at the age of
<8 (ears or completed ;8 (ears of ser&ice# If someone 'ants to get retire $( his o'n 'ill
he must ha&e to complete ;8 (ears of ser&ice in PT*+# If an emplo(ee died in and he has ?8
or ?A (ears ser&ice then he 'ill not $e paid a pension# To calculate the pension amount
for the emplo(ee PT*+ Pension Branch uses a formula 'hich includes Basic em$almment,
Ser&ices# The formula is as follo'1
Basic em$almment x Ser&ices x =@88  7ross

Pension
COMMUTATION OR
#RATUITY
*ommutation or 7ratuit( is the amount 'hich is sold to go&ernment that is @A> of the
gross pension and the remaining <A> of gross pension is paid to emplo(ees on monthl(
$asis# 0or this
<A> of gross pension the compan( gi&es a Pension Boo) to their emplo(ees 'ho ha&e
retired in
the age of <8, or completed ;8 (ears of ser&ice 'ith PT*+ to dra' mone( from Post Office or
National Ban) of Pa)istan# The commutation ta$le is pro&ided $( the Ministr( of
0inance# The Pension Branch prepares a case and sends that to +ahore to Deput( Director
Pension and 'hen the( appro&e that pension the DDO ma)es the pa(ment# fter ?GG
Post office does not pa( the amount of pension#
=2>2& RECRUITMENT
The department first determines the need of emplo(ees to $e hired #The post against
each &acanc( is ad&ertised and then the applications are in&ited from the applicants# If there
is a post of manager cadre the S/:P personall( is the inter&ie'er of the inter&ie'ees
along 'ith his team# PT*+ is also using an online "uman Resource "iring Management
S(stem in order to find the $est fit for the organization#
58 | P a
RECRUITMENT PR OCEDUR E
The recruitment procedure of PT*+ is as follo's1 0irst position or &acanc( is announced in the
electronic media and print media &ia Internet and ne'spapers respecti&el(# Then
applications are scrutinized as per specification in the %o$ description and %o$ specification#
*andidates are $eing short!listed# The next step is Test of short!listed candidates# The
next step of the PT*+ recruitment process is the inter&ie'# The( usuall( 3se a
structured and semi!structured inter&ie' for the candidates# +ast $ut not the least is the
&erificatio n of the documents#
RECRUITMENT METHODS
There are $asicall( ; methods at PT*+ fre4uentl( carried out 'hen desired, these1 methods
are as follo's1
 In"erna0 Reru+"men"
 E"erna0 Reru+"men"
In"erna0
Reru+"men"
In this method the candidates are recruited 'ithin the PT*+# It is a search mode in
'hich the PT*+ chec) out the potential and right and desired person 'ithin the PT*+#
In order to get desired candidates the( ad&ertise 'ithin the organization# 5o$
specification and %o$ description $( using Notice Boards#
E"erna0
Reru+"men"
In this method PT*+ recruit externall( from the outside en&ironment# 0or this method
the( use different modes to recruit the people# 0e' of the methods are as1 follo's carried
out in past as 'ell as currentl(, Online Recruitment, 3se of Print Media, Ne'spapers-
59 | P a
4uo"a S<s"em
There is a percentage reser&ed $( each 4uota differentiated on the $asis of 7ender and
Pro&ince#
 Pun%a$ A8>
 Sindh ;8>
 6h($er Pa)htun)h'a ?>
 Baluchistan ?8>
 .omen A>
 "andicapped ;>
 *hild +a$or Nil
MODES OF RECRUITMENT
PT*+ d&ertise its &acant positions through different sources of media these are as
0ollo's1
 Official .e$ Site

 PT:
 The N/.S
 The 53N7
 N.!! .2T
 7oogle Online application forms-
SELECTION
Selection is the process of choosing from a pool of applicants the indi&idual or indi&iduals
'ho $est fit the selection criteria for a gi&en position# PT*+ has got &er( effecti&e and
efficient selection#
60 | P a
=2>29 HUMAN RESOURCE PLANNIN#
nother ne' function that has emerged in recent (ears in human resource planning also
called manpo'er planning-# Sometimes a specific person or office has this as its primar(
responsi$ilit( more commonl( the responsi$ilities are shared $( se&eral people 'ithin the
corporate personnel unit# "uman resource planning is the process $( 'hich a firm ensures
that it has the right num$er of 4ualified persons a&aila$le at the proper times,
programming %o$s that are useful to the organization, and 'hich pro&ide satisfaction for
the indi&iduals in&ol&ed# The principal elements in&ol&ed in human resources planning are
as follo's1
?- 7oals and plans of
organization#
;- *urrent human resource situation including s)ills
in&entor(#
@- "uman resource forecast including comparison of pro%ected future demand for
emplo(ees 'ith pro%ected suppl(#
H- Designing programs to implement the
plans#
A- udit and
ad%ustment#
=2>2: E4UAL EMPLOYMENT

OPPORTUNITY
:er( commonl( the Senior /xecuti&e :ice President S/:P "R- in the compan( $ears
the ma%or responsi$ilit( for ensuring that the organization complies 'ith the &arious
e4ual emplo(ment opportunit( la's and regulations# She or he often delegates the da(!to!
da( detailed administration to someone 'ithin the "#R# department 'ho either specializes
in this field of 'or) or 'ho performs these duties along 'ith others department such
as the emplo(ment function# 3suall( the *hief /xecuti&e Officer */O- of the compan(,
'hether she or he is called the chairman=chairperson of the $oard or the president, pla(s a
)e( role in the formulation and impleme ntation of e4ual emplo(ment polic(#
62 | P a
=2>2= EMPLOYEE RELATIONS
.hen a union has $een certified $( the National Industrial Relations *ommission
N2I2R2C, as the result of an election, as the sole and exclusi&e $argaining agenc( /#B#-
for the emplo(ees, then management must $argain 'ith it in regard to 'ages, rate of pa(,
hours of 'or), and other conditions of emplo(ment# The principal tas)s in&ol&ed in
handling la$or relations are contract negotiatio n, contract interpretatio n and administration,
and grie&ance handling#
The "#R# department pla(s &er( significant role in la$or!management relations# The
director of
industrial relation usuall( ser&es as a )e( mem$er of the $argaining team often acting a
chief management spo)esman# In operating on a da(!to!da( $asis under the terms of the
la$or agreement, line super&ision often finds fre4uentl( occasion to consult the "#R#
department regarding such matters li)e allocation of o&er time, handling of transfers and
la(offs, and the application of contract 'or) rules#
PTCL EMPLOYEE DE$ELOPMENT PRO#RAM

PT*+ has pro&ided motorc(cles on o'nership $asis to its *ustomer Ser&ices
Representati&es and technicians of field units as part of the compan( s ‟ emplo(ee
de&elopment initiati&es#
=2>2> INFORMATION
TECHNOLO#Y
The information s(stem is the core of the operating of the each and e&er( organization# It
helps in the polic( formulation and the running of the $usiness affairs properl( $(
pro&iding the ?st hand and accurate information# The 'hole "uman Resource
Department functionalit( depends upon the information s(stem# Better the information
s(stem, $etter the "uman Resource Department# The compan( is no' in a process to
de&elop its o'n "RIS s(stem so that it ma( ha&e good information s(stem and $e a$le to
ser&e the emplo(ees as 'ell customers through "uman Resource Department efficientl(
and effecti&el(#
63 | P a
=2>2? CURRENT HR ISSUES OF PTCL
'T)4 o$$ered -!! -oluntary !e3aration !+heme/ to its r e&ular sta$$
. 3nder
this program, all regular status emplo(ees under the age of A9 as of ?A No&em$er, ;88 are
eligi$le to participate in this PT*+ :SS# /mplo(ees interested in opting for :SS 'ill ha&e
<8 da(s from the announcement date of ?A No&, ;88 to complete and su$mit the
enclosed Option=.a&ier 0orm to the :SS Support center using the enclosed pre! addressed
 pre!paid en&elop# If an emplo(ee choose not to opt for the :SS  remain at PT*+
under the current terms of emplo(ment# The :SS is completel( &oluntar(# /mplo(ee
decision either to participate or not to participate is &oluntar( at his 'ill# dditionall(
PT*+ esta$lished a :SS support center to assist emplo(ees in the decision ma)ing process#
The support center staffed 'ith Support Officers that can help emplo(ees understand his
indi&idual :SS pac)age  ans'er an( 4uestions he ma( ha&e# The support center
remained a&aila$le throughout the :SS program rollout, Monda( to Thursda( 891@8 M to
8A188 PM E 0rida( 891@8 m to ?;1@8 PM Brea) ?;1@8 PM to 8;188
PM- E Saturda( 891@8 M to 8@1@8 PM $( calling toll free num$er '''
9=9#
Ema+08 (; s s  "  02 n e
" 2 )2
ACHIE$EMENT THROU#H $SS PROCESS

ACHIE$EMENTS
a- Decrease in Surplus=Not needed staff $( ;GGG staff mem$ers of all

categories# $- Decrease in future staff pa(s pa(ments $( almost H8> each
(ear#
c- Opportunities open for ne' highl( 4ualified=trained
staff#
d- :SS 'ill help PT*+ ma)e corporate image
$etter#
e- Ratio of staff 'ith respect to the 'or)ing capacit( 'ill impro&e up to ?A8
+ines=emplo(ee#
64 | P a
C*a"er > ANALYSIS
>2 #ENERAL ANALYSIS
PT*+ is the largest and oldest compan( in telecommunication industr( of Pa)istan# It is

the mother of all the telecommunication companies in Pa)istan# PT*+ is the 7ate'a(
for these companies and for the electronic media in Pa)istan# ll companies 'hate&er
industr( the( are in are using PT*+ landline phone 'hich is &er( helpful for these
companies correspondence 'ith their clients and "ead 2uarter and for nation'ide and
‟
international usage# In this report 'e ha&e discussed earlier a$out the PT*+ histor(,
organization structure, Su$sidiaries  *ompetitors, Products  Ser&ices, and "uman
Resource Management# B( considering all the a$o&e 'e come to )no' that PT*+ is the
$iggest organization in Pa)istan $ut are facing a cut throat competition in the telecom
industr(# PT*+ are using state of the art technolog( $ut also ha&e to use latest technolog(
to compete in the mar)et# PT*+ has a strong Su$sidiar( named 3fone 'hich is the third
largest compan( in the telecom industr( of Pa)istan# 3fone is also )no'n for his T:* ads,
as the most promising mar)eting campaign# PT*+ is also rel(ing on *orporate
Social Responsi$ilit( as discussed earlier in chapter ?# PT*+ has 'ell esta$lished "uman
Resource Department 'hich pla(s a &ital role in the de&elopment of the PT*+# PT*+ has
largest training net'or) for their emplo(ees to impro&e the performance of his emplo(ees
to compete in the telecom industr( and $ring more inno&ati&e and creati&e for their
emplo(ees# In this anal(sis I thin) PT*+ has utilizing the latest technolog( and are going
'ith the time and side $( side#
fter pri&atization PT*+ impro&ed their ser&ices &er( 'ell and again in the competition
'ith giant in the industr(# fter pri&atization the( introduce the la(off s(stem called
:oluntar( Separation Scheme :SS-, in order to reduce the num$er of emplo(ees due to
financial crisis in the compan(, and the( ha&e done 'ell# Through :SS PT*+ has
reduced the surplus of emplo(ees, reduce their pa( expenditure up to H8> and a&ail
the opportunit( to hire highl( 4ualified staff#
66 | P a
>2& HRM ANALYSIS
"uman Resource Management is part of the organization concerned 'ith the people
dimension# "uman resource management has four ma%or functions i#e# Staffing, Training 
De&elopment, Moti&ation, and Maintenance# In these four function comes much more su$
function etc# PT*+ "uman resource department consist of the se&en $ranches named
dministration, Personnel, /xamination, 'elfare, legal, and dispatch $ranch# ll the
$ranches ha&e some duties and responsi$ilities to complete and report to the "uman
Resource Manager# In the anal(sis phase 'e 'ill discuss a$out the contemporar( practices
of PT*+# .e ha&e discussed each $ranch in detail a$o&e, 'hich sho's a positi&e sign
and descri$e that PT*+ ha&e and esta$lished "uman Resource Department and are
pla(ing &ital role in the de&elopment of the Pa)istan Telecommunication compan(
+imited# PT*+ "R department is using an online hiring management s(stem to
find the $est fit for their organization# PT*+ has managing his official page on
0ace$oo), and ha&e Official +in)edIn profile to meet the need of the time#
s 'e discussed earlier that PT*+ has a 'ell!esta$lished "uman Resource Department $ut
still there is a need to o&ercome on some 'ea)nesses 'hich PT*+ "R department exist, as
follo'1
+o' infrastructure in the "R 'ing

No fresh $lood, old emplo(ees
+o' health and safet(

+o' 'or) $urden on emplo(ee
Don t ha&e proper performance appraisal s(stem

‟
+o' Monitoring $( the "uman Resource Manager
Don t ha&e proper space for the office files

‟
+ac) of responsi$ilit(
+o' moti&ation of emplo(ees
+ac) of re'ard s(stem
67 | P a
>29 S3OT ANALYSIS
STREN#TH
PTCL en%o<s monoo0< S"a"e O/ "*e Ar" In"erna"+ona0 #a"ea< E*an!es @

Sa"e00+"e Ear"* S"a"+ons# PT*+ ha&e largest net'or) 'ith its state of art technolog(
and ne' digital exchanges# These are the fe' important characteristics of PT*+ net'or)#
It is the largest and oldest compan( of Pa)istan

International Su$marine *a$les
"igh *apacit( National 0i$er Optic Bac)$one Ring
@< Transit /xchanges 'ith eas( 0acilit( of /xpansion
$out GG>Digitization of *ountr( Net'or)

Strong Platforms  /xchanges for :alue added Ser&ices
3p to date technolog(
Monopol( o&er the local mar)et
S)illed "uman Resource

Inno&ati&e policies
&aila$ilit( of infrastructure
+i$eral policies for IT in&estments
7o&ernment support
"igh profits
+arge no of staff
Po'er to ma)e policies
+arge net'or)
7lo$all( recogniza$le
7ood *redi$ilit(
PT*+ has a strong research and de&elopment department
Nation'ide reach
+argest operational net'or) and infrastructure
7ood mar)et reputation in the stoc) exchange

68 | P a
3EAKNESSES
Image E 7o&ernment organization#
Regional  Domestic Political Insta$ilit(

.ea) econom(  corporate profiles
O&er staffing
Poor emplo(ee relations
Professional %ealousl(
*orruption T=D
etc#- 3nionization
nalog technolog(
Slo' decision
Poor
mar)eting
*onflicts
Nepotism
0a&oritism
Inefficient staff
Non moti&ated staff
People resist
changes Poor
staffing
+o' emplo(ee moti&ation
No re'ard in case of good performance sho'n $( the emplo(ee at an( le&el
+ac) of *ustomer focus
O&er emplo(ment and lo' producti&it(

:er( lo' emplo(ee moral
Bad office infrastructure
+o' (oung $lood
69 | P a
OPPOR TUNITY
7ro'th in telecommunication industr(,
Mar)et Size
Pri&atization  li$eralization
7o&t# IT operations  pro%ects
Inno&ation
Introduce ne' technolog(
+ocal handset
manufacturing
THR EAT
Strong
competitors#
Political Insta$ilit(
Ne' cellular
companies
Pri&atization $ad de$ts
/conom( s depression
‟
Internet offers $( different mo$ile compan( is another threat to the DS+ Ser&ice
$(
PT*+
Internet 3SB offers $( different mo$ile compan( such as Telenor and
Mo$ilin)
$ilit( to retain 4ualified professionals
70 | P a
C*a"er ? RECOMMENDATIONS
 The "uman Resources should ta)e less time in recruitment and training the staff#
 "ighl( 4ualified  trained staff ma( $e deputed in "R department#

 Refreshing courses should $e ade4uate and more fre4uent during the (ear#
 The promotional criteria $( the "uman Resource Department should $e defined and
$e as per rules#
 More training centers should $e esta$lished# If there is lac) of resources, it is
difficult, the training centers of the other organizations in the same capacit( can
$e utilized $( determining the terms and conditions#
 During the training $( "uman Resource Department the ethical &alues should $e
more emphasized#
 The proper and competiti&e e&aluation of the methods and procedures adopted $(
other competitors 'ill enhance the performance of "uman Resource Department#
 This is the era of Information Technolog(# The functions and procedures of the compan(
should $e con&erted from manual to the automatic# It 'ill enhance the performance
 accurac( of the "uman Resource Department and ultimatel( of the compan(#
"uman Resource Department should allocate resources for this purpose#
 "uman Resource Department ma( ad&ice and train emplo(ees for one 'indo'
operation in order to reduce the time and conser&e the resources#
 gents for the promotion of the compan( policies and to facilitate the customers $( the
"uman Resource Department ma( $e appointed 'ith proper chec) and $alance
s(stem#
 Pa( pac)ages ma( $e re&ised in the light of profit earned $( the organization#
71 | P a
C*a"er  CONCLUSION
No dou$t PT*+ is en%o(ing monopol( $ut the time is came 'hen competition 'ill
force compan( to change its policies to $ecome fa&orite telecom ser&ice pro&ider in the
mar)et  )eep its current place  customer $ase# The actual 'or)ing su$stances are the
human $eings# It goes 'ithout sa(ing that "uman resources are the most important in the
organization and so does the "uman Resource Department# It integrate all the acti&ities and
functions of the compan( li)e %o$ anal(sis, recruitment, staffing, training, designing
compensation pac)age, emplo(ee s appraisal s(stem# "uman Resource Department pla(s
‟
the )e( role in the hiring, retention, moti&ation and promotion of the emplo(ees# ctuall(
it assigns the specified duties to the specified persons in this age of specialization#
"uman Resource manager should $e 'ell &ersed and confident in his field# "e should $e
humane, 'ell natured and ha&e go face reading capa$ilities# ll this ensures his success# "e
should $e of the notion K&ictor( is not e&er(thing, $ut the 'a( of fighting isL#

Internship Report PTCL HRM

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8/9/2019 Internship Report PTCL HRM

INTERNSHIP REPORT ON PAKISTAN

INSTITUTE OF MANA#EMENT STUDIES, UNI$ERSITY

INTERNSHIP REPORT ON PAKISTAN

In"erns*+ Reor" su-m+""e. "o "*e Ins"+"u"e o/ Mana!emen" S"u.+es +n Par"+a0

INSTIUTE OF MANA#EMENT STUDIES, UNI$ERSITY

INTERNSHIP REPORT ON PAKISTAN

Name Dr2 Sa%%a. A*ma. K*an

Designation D+re"or IMS

Organizatio n Institute of Management Studies,

I 'ant to sa( special than)s to the

M r2 S*a/+1 (Le !a0

Ass+s"an") Mr2 Kama0

(A.m+n O//+er) Mr2 4as+m

Mr2 4a5+ A-rar (Ass+s"an"

3e0/are) Mr2 R+a5 (UDC)

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

(PTCL) STAFF MEMBERS

Nam Designation Department

Mr# 2azi $rar ssistant .elfare .elfare Branch

Mr# +a)sher Teleprinter Operator .elfare Branch

Mr# Shafi hmad +egal ssistant +egal Branch

Mr# 2asim 3pper Di&isional *ler) /xamination Branch

Mr# Sareer 3l "a4 ssistant Pension

Mr# Riaz 3pper Di&isional *ler) Personnel Branch

Muhammad sif 5unior Office ssistant Personnel Branch

"a)eem 6han +o'er Di&isional *ler) Personnel Branch

Mr# 6amal dmin Officer dministration

1.1 BACKGROUND OF T$E

1.# $ISTORICAL BACKGROUND

#.# BOARD OF DIRECTORS

Cha!e" & CURRENT SITUATION OF

&.1 BUSINESS VOLUME

&.# PTCL POSITIONING STATEMENT

&.& VISION STATEMENT

&.+ MISSION STATEMENT

&.- CORE VALUES

&.' MAIN OFFICES

Cha!e" + PTCL SUBSIDIARIES 

+.1 SUBSIDIARIES AND COMPETITORS

+.- PRODUCTS AND SERVICES OF

Cha!e" - $UMAN RESOURCE PRACTICES OF PTCL

-.1 ROLE OF T$E $R DEPARTMENT

-.' $UMAN RESOURCE MANAGEMENT AT

-.'.1 ADMINISTRATION BRANC$

-.'.# EXAMINATION BRANC$

-.'.& PERSONNEL BRANC$

-.'.+ PERFORMANCE APPRAISAL AT PTCL

-.'.- TRANSFER/ PROMOTION/

-.'.' TRAINING AND DEVELOPMENT

-.'.1& $UMAN RESOURCE

-.'.1+ E0UAL EMPLOYMENT OPPORTUNITY

-.'.1- EMPLOYEE RELATIONS

-.'.1' INFORMATION TEC$NOLOGY

-.'.1( CURRENT $R ISSUES OF PTCL

Cha!e" ' ANALYSIS

'.1 GENERAL ANALYSIS

Pa)istan Telecommunication *ompan( +imited PT*+- is the largest

2 BACK#ROUND OF THE OR#ANI7ATION

Pa)istan Telecommunication *ompan( limited PT*+- is the largest telecommunication

Cones and functionall( in *ommercial, "R  dmin, *orporate De&elopment, 0inance,

2& HISTORICAL BACK#ROUND

 ?GH! /sta$lishment of Posts  Telegraph Dept#

In"erns+ Reor" su-m+""e. "o "e Ins"+"u"e o/ Mana!emen" S"u.+es +n Par"+a0

Name Dr2 Sa%%a. Ama. Kan

Pa)istan Telecommunication ompan( +imited PT+- is the largest

Pa)istan Telecommunication ompan( limited PT+- is the largest telecommunication

Cones and functionall( in ommercial, "R  dmin, orporate De&elopment, 0inance,

Pa)istan Telecommunication orporation PT- too) o&er operations and functions

To a+e;e our ;+s+on -< a;+n!8

So0ars+s /or Persons +"*

($er net, .orld online, pollo, .orld all,

PT+ alling *ards Product-

7o DM, .ateen Telecom  .orld all are