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"In the name of ALLAH, most Gracious, most Compassionate".

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MBA INTERNSHIP REPORT


Pakistan Telecommunication Company Limited,
Specialization: Human Resource Management

Presented to:

The Chairman, Department of Business Administration

Name: Roll #: Registration #: Mailing Address: Contact #: Date:

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Submitted by:

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(Department of Business Administration)

ALAMA IQBAL OPEN UNIVERSITY - ISLAMABAD

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Muhammad Asim Rashid Q-579523 05-PVI-0070 Chak No 435/EB Burewala Distt. Vehari. +92-314-600-2121 Sep. 17, 2008

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Internship Report

ACKNOWLEDGEMENTS

In the name of Almighty Allah who is most merciful, and who give me strength to write this internship report in a different way.

I extend my heartiest thanks to my seniors, colleagues, and subordinates who assist me on every occasion to enable me to write this report.

My parents, classmates, friends come next in the list of those whom I have to thank.

Mr. Bashir Ahmed Malghani (Manager HR MTR) PTCL. Mr. Irshad Ahmed Engineer Operations Vehari PTCL.

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Mr. Muhammad Nawaz Joiya Senior Engineer Operations PTCL.

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I pay special homage to the following persons.

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Table of Contents
Title Internship completion certificate (from the PTCL) Acknowledgments Executive summary
1. Objectives of studying the organization 2. Introduction to the organization 3. Overview of the organization 3.1. Organizational structure 4. Organizational structure of the HRM department 2 3-28

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31-32 33-35

5.1. Human Resource planning & forecasting: 5.1.1. HRP process 5.1.2. Forecasting HR requirements

5.1.3. Methods to forecast HR needs

5.2.1.3.

Employee selection process 39-40

5.3. Training & development: 5.3.1. Training need assessment 5.3.2. Employee development 5.4. Performance management: 5.4.1. Performance standards & expectations 5.4.2. How performance reports are written 5.5. Employee compensation & benefits: 5.5.1. Types of compensation & benefits 5.6. Organizational career management: 5.6.1. Employee job changes

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5.2.1.2.

External sources

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5.2.1.1.

Internal sources

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5.2.1. Sources of candidates:

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5.2. Employee recruitment & selection:

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5. Human Resource Management Process in the Organization:

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5.7. Job changes within the organization: 5.7.1. Promotion 5.7.2. Transfer 5.7.3. Demotion

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5.7.4. Separations: 5.7.4.1. 5.7.4.2. 5.7.4.3. 5.7.4.4. Layoff Termination Resignation Retirement

7. Critical analysis 8. Weaknesses of the organization 9. Recommendations 10. Conclusions 11. References & sources used 12. Appendices

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6. Labor management relations

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53 54-56 57-58 59 60 61 a-g

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Internship Report

EXECUTIVE SUMMARY
TITLE: AN INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPANY LIMITED AUTHORIZATION REOCMMENDATION: This report is a necessary part of MBA degree program. Department of management sciences of the university advised every student to submit. It was done after the completion of all subjects. The main purpose of this report adopted by the organization. Find out their weaknesses and give suggestions for improvements. I strongly recommend lower level employees especially supervisory level and future complications that company should improve their contact with middle & establish internal performance appraisal system to avoid the

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is, review of the human resources techniques & systems

PROCESS OF REVIEW

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METHODOLOGY:

PROBLEMS:

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Data from June, 2005-2007 were taken for analysis. Human Resource Management practices followed by the company seen practically whether the company adopted them according to the international labor law standards or not. I had been working in this organization since five years. Therefore, I was in a better position to review the system in an efficient way. A central problem in the HRM systems of the company is lack of contact & feedback from & to employees there is a lack of co-ordination between different departments of the organization as well as into a specific branch. Another problem is lack of trained staff & political pressure for

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performance & encourage them.

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& to

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evaluate the employee

Internship Report transfers/postings etc on middle management. Like wise lake of automation and state-of-the-art latest IT technology for correspondence between the contents of the company causing the delay in work and negatively affecting the over all performance of the company. I point out those weak areas, and hope that company if, adopted my suggestion and recommendation can overcome the problems. This will also benefit for the other systems of

TIME FRAME:

Finally, if the recommendations are accepted, the program

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could be, put into effect within six months.

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the company.

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL)

Established on January 1, 1996

Head Office: -

Pakistan Telecommunication Company Limited G-8/4, Islamabad

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The main purpose of this report is, review of the human resources techniques To find out their weaknesses and give suggestions for improvements. To review performance appraisal system of the company. To forecast the future complications. Emergent issues in action at the organization. To introduce new trends of the HRM systems in the organization. To evaluate the process of employee performance & encourage them.

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Current developments in the organization regarding the HR processes.

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& systems adopted by the organization.

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OBJECTIVES OF STUDY REPORT:

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INTRODUCTION

even years into a new century, the telecom sector of world finds itself at

crossroads after changing itself almost beyond recognition over the last 25 years. Privatization and competition are the order of the day, with a majority of

countries having adopted these policies to advance their telecom sector. The results have been impressive; the industry has grown at unprecedented pace. Although there has been a phenomenal growth in Pakistan, especially in the cellular mobile communication and in the internet, yet the late density remains almost stagnant.

Pakistan telecommunication industry and enjoying the monopoly. This part of the

hands today. This is the future we dreamt of so fondly. Welcome to the modern age, of

also be an anchor to introduce, allow, improve and channelize all these services and innovations sweeping through the globe. In Pakistan same anchor is Pakistan Telecommunication Company Limited from the humble beginnings of posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, to this very day, PTCL is a story of commitment and vision.

Pakistan Telecommunication Corporation (PTC) set sails for its voyage of glory In December 1990, taking over operations and functions from Pakistan Telephone and Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This

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telecommunication, which have become complementary to our lives. But there must

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thought to be a fictional only a decade ago, has actually made its way through to our

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Over the years, technology has changed the concept of communication and what was

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BRIEF HISTORY

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history and current situation.

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report contains a brief introduction of PTCL. This introduction is divided into two parts,

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So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant of

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Internship Report coincided with the Governments competitive Policy, encouraging Private Sector participation and resulting in award of licenses for Cellular, card-operated Payphones, paging and, lately, data communication Services.

Pursuing a progressive policy, the Government in 1991, announced its Plans to privatize PTC, and in 1994 issued six million vouchers exchangeable into 600 million shares of the would-be PTCL in two separate placements. Each had a par value of Rs.10 per share. These vouchers were converted into PTCL Shares in mid 1996.In 1995, Pakistan

in October 1996 through Pakistan Telecommunication (Reorganization) Act. The same

Exchanges in Pakistan. Since then, PTCL has been working vigorously to meet the dual

characterized by a clearer appreciation of ongoing telecom scenario where in

mobile and Internet subsidiaries (U-fone & Pak Net) in 1998.

As telecommunication monopolies head towards and imminent end, services and infrastructure providers are set to face even bigger challenges. Pakistan also entered post-monopoly era with deregulation of the sector in January 2003. On the Government level, a comprehensive liberalization policy for Telecom sector has already been announced now. Now PTA have issued License to two new telecom companies in Pakistan TELENOR international and WARID TEL this act will put some challenges for PTCL to cope with.

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of this understanding is progressive measures such as Establishment of the companys

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convergence of technologies continuously changes the shape of the Sector. A measure

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Challenge of telecom development and socio-economic uplift of the country. This is

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year, Pakistan Telecommunication Company Limited was formed and listed on all stock

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independent regulatory regime. The Provisions of the Ordinance were lent permanence

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over basic telephony in the country. It also paved the way for the establishment of an

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Telecommunication (Reorganization) Ordinance Formed the basis for PTCL monopoly

Internship Report PTCL is in process of enhancing organizational and business proficiency through vertical integration and horizontal diversification. At the same time, cross-national ownerships, operations and partnerships are being evaluated with a view to developing and diversifying the business.

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These are few historical developments of PTCL through the years.

Historical Background

Posts & Telegraph Dept. established

1996 1998 2000 2003 2005

PTCL Formed listed on all Stock Exchanges of Pakistan

Telecom Deregulation Policy Announced 26 % Shares purchased by Etisalat UAE through open bidding

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Telecom Policy Finalized

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Mobile & Internet subsidiaries established

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1995

About 5 % of PTC assets transferred to PTA, FAB & NTC.

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1990-91

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1962

Pakistan Telegraph & Telephone Deptt. Pakistan Telecom Corporation ALIS: 850,000 Waiting list: 900,000 Expansion Program of 900,000 lines initiated (500,000 lines by Private Sector Participation 400,000 lines PTC/GOP own resources).

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A BIRDS EYE ON ORGANIZATION

After having brief introduction from past end of PTCL now we move towards the current situation of the company .In this part focus will be on the:

Technical & operational Net work. Services provided by PTCL. Competitors and subsidiaries.

MAIN OFFICES

Regional Headquarters like:

Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region,

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Sector G-8/4, Islamabad, which is headed by the PRESIDENT. Besides, it has

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The Head Office of Pakistan Telecommunication Company Limited is situated in

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Internship Report Faisalabad Telecom Region Southern Telecom Region-I Hyderabad Southern Telecom Region-II Karachi Southern Telecom Region-V Sukkur Western Telecom Region Quetta. Switching network Central region Lahore.

Lahore and Optical Fiber System Region Islamabad, each headed by a General

Technical & Operational Net Work

Company Limited for the provision of telecom services within Pakistan to private sector and the general public as the Federal Government may determine and during the exclusivity period of the Pakistan Telecommunication Company Limited (PTCL) specified in above-mentioned Act. PTCL has 25 years license to provide telecom services in Pakistan with Stake in the Company about 62% equity. PTCL has largest network and huge infrastructure for its more than 4,405,161users as on (Mar, 2008).

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Telecommunication Authority (PTA) issued a license to Pakistan Telecommunication

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Pakistan

telecommunication

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Corporation

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Manager to install, operate and look after optic fibre systems/cables.

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respective areas. Apart from these, PTCL has an Optical Fibre Construction Region

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These Regions provide Telecommunications services to the customers in their

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1996,

Pakistan

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Switching Technology
There are 7 different kinds of switching technologies currently operational in PTCL network. Alcatel Siemens NEC Erricsson

J.S telecom

providing different communication facilities to its customers.

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With these different switching technologies PTCL is running its huge network and

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Current PTCL Network


Installed capacity Working connections Total exchanges Telephone density per 100 population Countries on ISD/(ISD STATION) Customer service centers Card pay phone Mar, 2008 5273091
4,405,161

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154 387,490 2092 1898 4591km 127.2km 3241km

These are few basic facts about PTCL network. So taking over from posts & Telegraph Department in 1947 to now providing sate of art technology it is really big achievement.

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Optical fiber spur links

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Optical fiber short haul links

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UIA stations Total length of main optical fiber link

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NWD stations

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TECHNICAL AND OPERATIONAL MILE STONES


PTCL is continuously improving its network. During the year 2007 PTCL installed

capacity was 4940154 but now in current year the installed capacity is improved. PTCL achieved 100% digitalization in this year.

Computerized Fault Management System

Faults in a computerized way. This system was working in few cities but now it is

To augment the capacity and introduce additional value added services a new Intelligent

To further support the launch of new services the optical fiber junction access network has been in implementation phase. This system further supports the upcoming project of PTCL WLL (wire less local loop), Broad Band Services & IPTV.

This was the brief introduction of PTCL network now we move further and develop our understanding about PTCL services and offerings.

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Optical Fiber Junction Access Network

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for prepaid calling cards and provision for introduction of new services.

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Network (IN) Platform was launched in October 2003.This platform has higher capacity

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Launch Of IN Platform

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available all over the Pakistan. (18)

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This feature of PTCL improved network & is being used to register & rectify Land Line

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SERVICES OF PTCL
Pakistan Telecommunication Company Limited not only Provides Conventional telephone facilities, it also offers optical fiber services to the private sector. We will briefly discuss below the product lines being offered by the PTCL. Basically PTCL divide their services into two parts. 1. services for consumers 2. services for corporate customers

telephone in their home/work place and they are basically non business users.

As mentioned earlier, PTCL is presently the only telecom company, who provides

for provision of telephone service. b) Value Added Services: CLI (Callers Line Identification) Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to identify the caller before picking up the phone receiver. To subscribe to CLI services, a customer needs a telephone set with display capability or a CLI device attached to the phone. Advantages: Check on obnoxious calls. Complete record of incoming / outgoing calls with time & date. User Friendly

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individual needs a new telephone connection He must have to submit request to PTCL

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fixed-line telephony in the country. So whenever, any Private business concern or any

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a) New Telephone Connections:

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These services are basically for the common users (Individual/home users) those use

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Services for Consumers

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Internship Report PREPAID CALLING CARD:

PTCL calling card is the most popular choice of millions of customers all over the country. It is now available with balance transfer facility and follow on call facility.

Comes in easily affordable denominations of Rs. 100, 250, 500, 1000 and 2000. Easily available throughout the country Easy to use from any PTCL digital phone (Dial 1010)

No line rent and no Phone bills

24 hours customer services through toll free number (0800-80800)

Dial PTCLs toll free number 1010 from any digital phone.

For International Call Dial 00+CountryCode+CityCode+PhoneNumber+#.

E-BILL PAYMENT

Billing system is a part of customer services so providing connivance to its valuable customers PTCL launched a new billing service which is available through PTCL Calling Card This is another service from PTCL. This service is basically providing billing solutions for the users.

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& Press #.

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Dial 1 for Urdu & 2 for English Instructions, Enter your card Number

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Pin Number.

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Scratch off the security coating on the indicated strip to get your card

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How to use it:

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Fast and easy, nationwide and international access

Internship Report How to use it:

The basic concept of the service is to provide billing solution to PTCL customer. The same PTCL Calling cards are used for this purpose.

Through these cards customer can pay his bill on phone. No additional charges for bill payment transaction. Advantages

Customer can save his time by paying his bill on phone Customer can pay his bill when ever he wants

DIGITAL FACILITIES:

Abbreviated Dialing.

Dont Disturb Call Transfer on (a) Busy (b) No Reply (c) Immediate Wake up call Absent Subscriber Code Barring

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Call Waiting

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Hotline

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PTCL offers a variety of features to digital exchange customers like:-

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Prepayment Telephony Services (PPT)


With the changing trends most telecom companies are diversifying their services towards Prepaid solutions .one of such modern era telecommunication service is Prepayment Tele Phone (PPT).It provides the facility to subscriber to load a prepayment Telephony card against their telephone number thereby generating an account on I/N platform and any call made from that telephone will be charged to this account. the service will provide state of art technological facilities to the subscribers.

Subscriber avoiding bill-depositing hassles

Subscriber not meeting documentation requirement

Account number recharging Outgoing call pin setting Cancel out going call pin Balance query Follow on call Low balance prompt Balance shortage warning Call duration prompt Call cost prompt

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Features:

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Defaulters

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Students living in hostels

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People requiring casual connections(on short term bases)

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Budget conscious subscriber

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Target market for the service can be segmented as follow:

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Target market

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SERVICES FOR CORPORATE CUSTOMERS


PTCL is striving hard to facilitate its valued corporate customers at each level of service. PTCL offers a host of unmatched services to suite the needs of the Corporate Customers. The list of Corporate Services is given as under. For more information regarding any of the following services, PTCL Corporate Customer Centers can be contacted.

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0800-Toll Free PTCL Calling Cards Domestic And International Premium Rate Service 0900 Virtual Private Network

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IN BASED VALUE ADDED SERVICES

Universal Access Number (UAN) Universal Internet Number (UIN) ISDN PRI TelePlus (ISDN/BRI) Local /Domestic/International Leased Bandwidth And Point To Point Leased Lines (DXX) Local Leased Circuits (2 Wire/4 Wires) (DXX) Digital Facilities Digital Subscriber Loop (DSL) Co Location Tele mail Call Centers (new)

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VALUE ADDED SERVICES

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Universal Access Number (UAN):

UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of products or services. Here is a list of business who can avail UAN Service. Banks Newspapers Airlines Hotels Shipping Lines Fast Food Outlets Consumer Products Companies Insurance Credit Card Companies Travel Courier Services

all recorded messages from any telephone anywhere in the country. Security of message is ensured against eavesdropping through subscriber controlled password. PTCL VMS is designed for those who do not want to miss a call or Fax because that can be beneficial. Great for anyone owning a telephone or Fax, at home or business. Much more powerful and flexible than answering machine due to Message options available in your voice mail system.

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the calls for any reason. You can, later on at your convenience, retrieve

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recorded when you are absent, busy on phone or do not want to attend

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With PTCL Messaging Service, you can have all for (or Desired) calls

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Voice Messaging Service: (VMS)

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Utility Services Trading Companies Stock Brokers

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Features Call answer Fax Messaging Notification Capacity 10 messages Free for user paying RS. 2000/- or more bill/month.

PTCL Messaging Plus:

Advanced messaging features save time, make you truly mobile and increase

Essential for time-conscious executives, frequent travelers and Professional groups.

Features:
Call answer

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productivity.

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PTCL MESSAGING PLUS will definitely handle these problems for you.

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enterprises having problems with managing telephone message.

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PTCL MESSAGINH PLUS is designed for small and medium business

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Co- Location Centers


Pakistan Telecommunication Company has taken land mark decision to establish co location centers throughout the country. Service concept This service is basically for telecom data and I.T companies. These companies will install their equipment directly in PTCL premises in ready fitted environment. The

Benefits

Quick deployment of services

Minimum capital investment and cost saving

Full connectivity under one roof Just plug in and start business

Target market

IT companies Telecom data companies

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Higher reliability and quality of service

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Easy access to local & international connectivity

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control facilities in which co-location centers communication can be located.

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primary purpose is to provide a number of resilient and centralized connection and

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Universal Internet Number (UIN) 131


UIN 131 numbering scheme for internet services providers, represent exclusive code to each ISP. Service concept The concept of the service just like toll free 0800 but charges a local call for each connectivity attempt, UIN involves allocation of numbers to individual ISPs who

dividends in terms of customer care.

customers, allowing them to pay for a single call irrespective of its duration. Target market ISPs

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Once subscribed, the service means timeless communication for your

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The benefit goes to the end users who happen to be any ISP customers.

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Benefits

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The service functions under single meeting billing system, with promise of rich

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Functionality

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are licensed by PTA.

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Virtual Private Network (VPN)


Communication is the secret of success in todays highly competitive market. When it comes to enabling your enterprise, your communication got to be instant, fast and hassle free. The answer to this corporate need is virtual private net work. Service concept It is an innovative and intelligent private network to integrate business/enterprises having sub-offices with in a city or nation wide. Without necessity installation of

Digital Cross Connect (DXX)

Telecommunication networks are the most important infrastructure elements of any business today. As the businesses increasingly depend on it, quality of networks is gaining strategic importance. Service concept

provides the most dependable media for WAN connectivity with more than 200 nodes country wide. Features

End to end digital connectivity on digital cross connect network


Country wide as well as global coverage Flexible bandwidth to suit the requirement Better quality of services

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platform of digital leased line network.PTCL digital cross connect (DXX) network

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PTCL offers flexible and reliable data services solutions through a high quality

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dedicated resources, VPN enables organization to create a private network.

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Target market

Corporate customer Software exporters Data network operators Airlines/travel agencies ISPs Financial institutes Courier services ISDN BRI/PRI

organizations.

Fax and data communication on a single phone PRI provides thirty 64 kbps user channel plus two 16 kbps signaling channel BRI provides two 64 kbps user channel plus one 16 kbps signaling channel Cost effective

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Faster and clear voice

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Features

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It is a near broadband experience suitable for household and small/medium sized

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SUBSIDIARIES AND COMPETITORS


As already mentioned, presently PTCL has to face war with major competitors in mobile phone & WLL telephony operators, however, there are also competitors of its following subsidiaries/products: -

SUBSIDIRAY/PRODUCT

COMPETITOR

throughout the country to provide Internet

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U-fone (Cellular service provider)

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PTCL Calling Cards (Product)

Wireless Local Loop (V-Fone)

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of the major competitor ISPs of product are Cyber net, World online, Apollo, World Call, and Comsats WOL etc.

There are five competitors of Ufone in cellular phone industry i.e. Mobilink, Instaphone and C.M Pak, Telenor, Waridtel. Hello Cards, Call Point Cards, Call Mate Cards, Global Telecom Cards.

Go CDMA, Wateen Telecom & World Call are the Fixed Wireless Telephone competitors of V-PTCL.

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service to the customers. However, some

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Multimedia & Broad Band (ISP Product)

There is about 100 competitors of product

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BRIEF INTRODUCTION OF SUBSIDIARIES

UFONE

Launched on January 29, 2001, Ufone is growing cellular operator in Pakistan. Ufone

consistent focus on customers, Ufone has emerged to be the most prominent player & has 2nd largest customer base in the market in the short span of its operations.

Lahore, Islamabad, Peshawar, Rawalpindi, Kohat, Jehlum, Quetta, Sialkot, Faisalabad, Multan, Sukkur, Gujrat, & Gujranwala including 1500 other small towns across the country. New Connections are available at all ufone centers and authorized dealers for just Rs. 50/ which includes Rs. 150/ of airtime. U-fone is in process of starting the sales of connections in a large number of other destinations across Pakistan. This expansion will also result in increase of Ufone coverage in many additional cities and highways. Total User Base of U-fone U-fone is currently enjoying 20.53% user of Pakistan mobile industry. It means U-fone has 17,800,424 subscribers.

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Ufone has started Sales in all the major cities of Pakistan which include Karachi,

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Current Situation of Ufone

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coverage. With fastest expanding coverage, unmatched product leadership, and

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U-fone has been a highly successful venture both in terms of subscriber uptake and

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independent subsidiary of Pakistan Telecommunications Corporation Ltd.

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services are offered to you by Pak Telecom mobile Ltd., which is a 100% owned

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Main Features Both postpaid and prepaid Ufone subscribers can enjoy any/ all Ufone services including MMS, Ufone Internet, Global SMS, and Pocket Stocks etc. In order to use any of the GPRS based services just call 333 and activate your GPRS subscription.

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Multi Media & Broad Band (Phone n Net)


Formerly Paknet Limited a fully owned Subsidiary of Pakistan Telecommunication Company Limited (PTCL) is now merged in PTCL as Multimedia & Broad Band Region. It was formed in March 1999 and started commercial operation in January 2000. It is now the biggest Internet Service Provider of the Country. Besides Internet this region also provides data communication services like Clear Channel data links, Frame Relay and Digital Circuits on Optical fiber cross connect systems etc. PTCL was running its Internet Division through its region by the name of Public Data

and Liabilities were transferred to Paknet Limited. Paknet made a fresh start with an

of its first year business plan of 50,000 Internet customers. Now it became Multi Media

31, 2008).

the market demand of Data products and expansion plans of the PTCL. In near future PTCL is introducing a new IPTV service for its valued customers.

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million per annum and is most likely to double in the next fiscal year keeping in view

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over US $ 7.0 million. Currently it has a revenue base of approximately US $ 5.0

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The Company commenced its business in January 2000 with a balance sheet size of

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& Broad Band Region which currently has a customer base of more than 130,218 (Mar

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Internet customer base of 6000 as of January 2000 and successfully achieved the target

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Network (PDN). On December 1999 the PDN region was dissolved and all the assets

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COMPETITORS OF PTCL
There is no meager competitor of PTCL in landline but with the growth of telecommunication industry of Pakistan competition increasing specially in mobile phone sector. In total there are more then 800 million subscribers of mobile phone. There are 03 big players in mobile phone industry but 3 of them are the competitor of PTCL: Mobilink

Other players in Land Line industry:


NTC

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Operator Customers

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Brain Limited 7,376

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World Call 11,347

Warid Tel

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Union Communication 3,500

Telenor

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Naya Tel 13,500

Mobilink is a largest mobile phone company of Pakistan. Mobilink is currently having more then 31,958,597 users base which is the 36% of total cellular industry of Pakistan. Mobilink is basically competing Ufone which is subsidiaries of PTCL.

Telenor

Telenor is another cell phone company it have 17,841,074 subscribers which is 20 % of total mobile industry.

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Mobilink

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Warid Tel

Waridtel is also providing cell phone facilities in Pakistan. Waridtel having more then 15,114,678 subscribers which is 17% of Pakistan mobile industry.

NEW COMPETITORS

Telephone) product market. Below are the major competitors.

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This has added competition for PTCL (1,245,639) in WLL (Wireless local Loop) field.

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World Call

468,335

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Telecard

501,680

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Other than mobile & land line PTCL is facing competition in F.W.T (Fixed Wireless

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OVERVIEW OF ORGANIZATIONAL STRUCTURE


An Organizational Structure clarify the roles of personnel of an Organization and to determine who has to do what task, which is responsible for what, objectives to be achieved, who is to report to whom and to remove the obstacles for performance caused by confusion and uncertainty of job assignment as well as to make easy decisionmaking and communication networks reflecting and supporting organization objectives.

(Marketing & Business Development). Then there is a chain of Executive Vice

EVP (Accounts), EVP (Operation), EVP (Information Technology, Training &

Company, Headquarters at G-8/4, Islamabad. Apart from these EVP, there are also EVP

report to their relevant EVP. Then there are Senior Managers, Deputy Directors,

Marketing Managers, Computer Programmers, and IT Specialists etc.

There are also Regional Heads (General Managers) to head PTCL Regions then come the Senior Managers (Operations), Senior Engineers (Operations), Engineers to look after the telecom system of Regions. There are also Senior Managers Finance, Account Officers and Accountants to Handle Regional account and billing matters. Manager HR & his staff are responsible to take care of Personnel affairs at Regional Level.

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Assistant Directors, Account Officers, Assistant Account Officers, Financial Analysts,

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country wide. Then there are Chief Engineers and General Managers at H/Qs who

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(Operation), EVP (HR) etc who are heading the other regions of PTCL in major cities

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Research), and EVP (Revenue). All these are appointed at Pakistan Telecommunication

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Presidents (EVPs) like EVP (Finance Central), EVP (Marketing), EVP (HR Central),

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(Operations), SEVP (Technical), and SEVP (Human Resource Management), SEVP

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come to the SEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP

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The head of Pakistan Telecommunication Company Limited is called President. Then

Internship Report In non-gazetted staff there are Engineering Supervisors Operations /Switching /Power plant /Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants, Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower Division Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and Peons etc.

All the staff is recruited by the HR Department headed by SEVP HR. The HR experts are responsible for hiring & to further streamline its recruitment process.

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ORGANIZATIONAL STRUCTURE OF HRM DEPARTMENT


H.R. Management activities are carried on both by the staff H.R. Dept and by operating management in the course of directing the activities of the work force. Variation from the pattern described may occur in particular companies because of special circumstances. This function includes recruitment, selection, and induction into the organization. The

job content and employee qualification have been previously worked out jointly

descriptions and job specifications. The H.R. Dept. must develop and maintain adequate

include interviews, selection tests, a medical examination, and reference checks. Quite

case of large-scale hiring program of unskilled or skilled workers, the H.R. Dept is

employees supervisor bears important responsibilities for introducing him/her to the new work environment. This is often called orientation.

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commonly granted full and final authority to make the hiring decision. The new

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reject being made by the supervisor who requested the new employee. However, in the

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commonly the role of the H.R. Dept is one of screening with the final decision to hire or

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sources of labor. It must set up and operate the employee selection system, which may

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between line management and the H.R. Dept. These are recorded in the form of job

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qualifications necessary to perform the job satisfactorily. Very commonly, statements of

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responsibility to determine the content of the job to be performed and the employee

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initial decision to add someone to the payroll is made by line management. It is also its

Internship Report

President of PTCL
SEVP HR

GM HR H.Q

GM HR SOUTH KCH

GM HR NORTH RWP

* GM HR CENTERAL

GM LABOR

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GM TRAINING

RELATIONS

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REGIONAL MANAGERS HR

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S.M TRAINING HRP

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OFFICE STAFF TO R.M HR

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S.E TRAINING R.T.T.S LHR

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S.E TRAINING RTTS MULTAN

S.E TRAINING RTTS KARACHI

S.E TRAINING RTTS ISLAMABAD

H.R MANAGEMENT HIERARCHY AT PTCL

* The staff tree for other GMs HR (South, North) is also same as per GM HR Central.

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Internship Report

HUMAN RESOURCE MANAGEMENT PRROCESS IN PTCL


This function includes recruitment, selection, induction, training & development, performance management, employee compensation & benefits, also job changes within the organization.

Human Resource Planning & Forecasting


The initial decision to add someone to the payroll is made by line management. The following steps are included in this process.

5.1.2. Forecasting HR requirements.

(also called manpower planning). Sometimes a specific person or office has this as its primary responsibility; more commonly the responsibilities are shared by several people within the corporate personnel unit. Human resource planning is the process by which is a firm insures that it has the right number of qualified persons available at the proper times, programming jobs that are useful to the organization, and which provide satisfaction for the individuals involved. The principal elements involved in human resources planning are as follows:

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Human Resource Process

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5.1.3. Methods to forecast HR requirements.

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5.1.1. Human Resource Process.

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Internship Report 1) Goals and plans of organization. 2) Current human resource situation including skills inventory. 3) Human resource forecast including comparison of projected future demand for employees with projected supply. 4) Designing programs to implement the plans. 5) Audit and adjustment.

So we see there are two types of needs for staff in future which are, Staff for keeping the system functioning.

The changes in staff strength are caused by. Due to Retirement of staff. Due to leaving the job. Change in technology.

Methods to Forecast HR Requirements


A few years ago PTCL needed operator staff to meet the increasing needs to establish calls nation wide & internationally which generated huge requirement of operator staff, now due to technology revolution the call processing is made easy & fast by the means

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Staff needs to provide support for future expansions.

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system functioning properly & to support the expending system HR requirements.

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Here forecasting means assessing the need for new staff strength to keep the existing

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Forecasting HR Requirements

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Internship Report of stored program control switching systems which are micro processor & computer based. The large number of operator staff became surplus/not needed for the organization due to this technological revolution. Now a days PTCL is facing excessive staff problem and is in a process of decreasing its staff up to almost 40% of the current strength. For the same purpose PTCL has offered VSS (Voluntary Separation Scheme) to its regular employees out of which almost 29797 employees has been relived from service & paid settlement amount. So currently PTCL is not hiring any staff.

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EMPLOYEE RECRUITMENT AND SELECTION


The H.R. Dept. must develop and maintain adequate sources of labor. It must set up and operate the employee selection system, which may include interviews, selection tests, medical examination, and reference checks. Quite commonly the role of the H.R. Dept is one of screening with the final decision to hire or reject being made by the supervisor who requested the new employee. However, in the case of large-scale hiring program of unskilled or skilled workers, the H.R. Dept is commonly granted full and final authority to make the hiring decision.

Following are the main sources of the employees.

5.2.1.2. 5.2.1.3.

External sources.

PTCL has a clear policy for filling the vacant posts through promotion of existing junior staff to the vacant senior seats. For this purpose a joint decision is

for any designation will be filled through the process of promotion. Following steps are followed for filling the posts through internal sources. Completion of up gradation training course for the particular vacant posts. The promotion is made according to the seniority list of existing cadre. Completion of promotion examination held by the PTCL.

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already made by C.B.A & PTCL management that 15% of the total staff requirement

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Internal Sources

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Employee selection process.

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5.2.1.1.

Internal sources.

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SOURCES OF CANDIDATES

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External Sources
As already discussed 15% vacant posts of required vacancies are filled through promotion process of departmental (internal) employees, & the rest of 85% vacant posts are filled through merit basis from general public candidates. The remaining vacancies are announced through print media as well as on PTCL web site

(www.ptcl.com.pk/careers). The same vacancies are also advertised by the HR solution consultants like (www.Rozi.com.pk, or www.brightspyre.com.pk) who helps employers as well as employees to choose right ones for them.

Employee Selection Process

The selection process function includes recruitment, selection, and induction into the

management. It is also its responsibility to determine the content of the job to be

Very commonly, statements of job content and employee qualification have been

develop and maintain adequate sources of labor. It must set up and operate the

examination, and reference checks. Quite commonly the role of the H.R. Dept is one of screening with the final decision to hire or reject being made by the supervisor who requested the new employee. The following steps are carried out for whole recruitment process. Initiation for requirement of new staff force from line management to top management. The requirement is put in front of President/Board of directors for approval.

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employee selection system, which may include interviews, selection tests, a medical

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recorded in the form of job descriptions and job specifications. The H.R. Dept. must

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previously worked out jointly between line management and the H.R. Dept. These are

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performed and the employee qualifications necessary to perform the job satisfactorily.

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organization. The initial decision to add someone to the payroll is made by line

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Internship Report After approval for addition of new staff in the organization the H.R department advertises the vacancies in the print media, on companys web site, & through HR consultant firms according to job specifications. Collection of application from candidates. Screening/ short listing of applications with respect to job specifications. Issuance of calls for written test to short listed candidates. Issuance of interview calls to test qualifying candidates. Final selection of candidates after interview. Issuance of offer of appointment to the candidates fulfilling company Medical examination & verification of documents/ certificates. Orientation & training courses are held by PTCL for the candidates who Placement & posting of staff after completion of training.

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accepted offer of appointment & submitted joining report.

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requirements.

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TRAINING & DEVELOPMENT


Training & development is a necessary part of the organization development. It is important to make the employees familiar with the job processes etc in the organization. It is also important to update the workforce about the latest trends of the industry & equip them with latest business management, customer care, engineering, & I.T tools. Following are the main steps in the development of training process. 5.3.1. Training need assessment. 5.3.2. Employee development.

The most important of all the training & development process is training need

features of the process. Identification of training areas.

Identification of workforce who needs training. Duration of training.

Level & training methods selection.

Employee Development
On-the-job training and coaching are performed by the line supervisors or by a specially designated employee who acts in the role of an instructor. It is the responsibility of the personnel industrial relations group to determine training need in cooperation with the line management. Once the need is established, the personnel training specialists must design a program to accomplish the desired results. If the program takes the form

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Organizing the contents of the training.

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as the staff members who need the training are also identified. Following are the main

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assessment. In this step the areas in which the training is required are identified as well

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Training Need Assessment

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Internship Report of in service class room courses, it usually is administrated by H.R. Department. Coaching, performance appraisal, and post appraisal counseling, job rotation, understudies, and special broadening assignments are largely executed by operating managers but coordinated by a central H.R. Dept. PTCL has established its own training facilities as detailed below:

Telecom staff College Hari Pur Telecom Staff college Lahore Cantt.

such kind of Regional Telecom Training Schools are.

R.T.T.S Karachi

The types of trainings being offered are:

T.S.C Lahore/ Hari Pur. o Refresher courses for existing employees. o Promotion training courses. o Special emergent technology trainings. o Some times PTCL also sings contracts with its suppliers/vendors for foreign trainings.

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o Initial training for the new staff generally 03-06 months as per designation at

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R.T.T.S Islamabad etc.

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R.T.T.S Faisalabad

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R.T.T.S Multan

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R.T.T.S Lahore

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facility to all the staff members of the organization, based at regional headquarter level

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The regional level staffs training schools are also involved for extending training

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PERFORMANCE MAGAGEMENT
The most important process in the HR policy implementation is performance management. The following steps are followed during performance management.

5.4.1. Performance standards & expectations 5.4.2. How performance reports are written.

Performance Standards & Expectations


The performance measurement tools are used to evaluate the employees output,

These includes,

Punctuality.

Special skills.

Brief previous history. Supervisors own observations. Supervisors recommendations regarding the observations. Supervisors recommendations for further promotion of the employee.

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Discipline.

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Mental & physical health.

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Job skills.

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Knowledge of employee regarding his duties.

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aspects of employee performance measurement.

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either is up to the mark or otherwise. PTCL has formed different forms to cover all

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How Performance Reports Are Written


Performance reports are written on annual bases, in the form of A.C.R. (Annual Confidential Report) by the immediate boss & are duly signed by the concerned (divisional/zonal / regional) head.

For grade 1-16 Divisional head. For grade 17 Zonal head. For grade 18-19 Regional head.

The A.C.R. includes all the previous mentioned characteristics of any employees

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for record & further reference.

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performance areas. The complete A.C.R.s are submitted to the regional manager H.R.

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For grade above 19 Head Quarter (SEVP/President).

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EMPLOYEE COMPENSATION & BENEFITS


The work of designing and installing a job evaluation program is handled, for the part, by the H.R. department with some consultation with line managers. The decision to adopt a particular pay structure with pay grades and fixed minimums and maximums for the grades is a top management responsibility. The day-to-day work of analyzing jobs, evaluating their worth according to a formal job evaluation plan, and maintaining suitable records are H.R. dept. functions, Periodic wage are conducted by the H.R. dept, but any firm decision to rise or change the entire

organization.

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N.T.C (New Terms and Conditions)

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N.C.P.G (New Compensation Pay Grades)

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N.B.P.S (National Basic Pay Scales)

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Following three types of compensation packages are being served to PTCL staff.

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Types of Compensation & Benefits

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schedule is particularly always reserved for the chief executive officer of the

Internship Report

Fringe Benefits
Included under this category are pensions, group life insurance, hospital and medical insurance, sickness leave pay plans, supplemental unemployment compensation, loan funds, credit unions, social programs, recreational programs and college tuition refund plans.

The actual decision to establish or to expand these programs is nearly always made by top line management upon the advice and consultation of the H.R. department. The

knowledge. These programs are generally worked out in conjunction with insurance companies or insurance consultants. After these plans are installed, the day-to-day

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processing of claims is handled by the H.R. department

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actual design of pension and insurance programs requires a great deal of technical

Internship Report

ORGANIZATIONAL CAREER MANAGEMENT


Here we shall examine current organizational practices used to manage workers at various stages of their careers at PTCL. These are: Organizational Entry Mid-career Management Managing the Older Workers

Once a person has entered the workforce, the next stage is to enter a specific

adaptation of the new employee and the company to one another. Learning

of this enhances the new comers desire for personal control.

Realistic Job Previews New-Employee Orientation Mentoring

Mid-Career Management
To a large extent, middle age is still a mystery. The following issues may arise at some point during the ages of 35-55. An awareness of advancing age & an awareness of death. An awareness of bodily changes related to aging. Knowing how many career goals have been or will be attained.

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Most effective methods for doing this are:

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Getting to know ones peers, supervisors, & subordinates, is another important part. All

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organizational policies, norms, traditions, & values is an important part of the process.

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successful at PTCL, a process known as socialization is essential. It refers to the mutual

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organization, to settle down & to begin establishing a career there. For the entry to be

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Organizational Entry

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Internship Report A search for new life goals. A marked change in family relationships.

Managing the Older Workers


Work is life is a phrase philosophers throughout the ages have emphasized. Today advances in health and medicine make it possible for the average male to live for more than 72 years and for the average female to live for more than 79 years. Expected life span has increased by 27 years in last century. The result: an army of healthy, over-65,

are above the age of 55 years. Also the staff in the range of older workers is a headache

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todays as well as future needs of the organization.

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for the company as most of them are illiterate or nominal qualified and dont meet the

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more significant. As PTCL is currently facing an excessive staff problem most of them

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unemployed adults. The elimination of mandatory retirement has made this issue even

Internship Report

JOB CHANGES WITHIN THE ORGANIZATION


Job change is a key feature which may affect the organizations overall performance & also may lead the management to a thinking about policy formation changes regarding employees hiring, firing, promotions, etc. following are the key elements of job changes.

5.7.1. Promotion 5.7.2. Transfer

5.7.4.1 5.7.4.2 5.7.4.3 5.7.4.4

Layoff

Resignation Retirement

executive in charge of the department where the vacancy has occurred. Company has established policies to cover matters of this type. The actual final decision as to which candidate is chosen for the promotion is largely made by the executive in whose unit the vacancy has occurred.

Transfer
Human Resource Department of the company also deals with the transfer of the employees because the Human Resource Department knows the demands of the job and the right person is employed over the right place by transferring him to that post.

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company. This decision is often made jointly between the H.R. Manager and the

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Termination

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5.7.3. Demotion

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Internship Report Health and safety matters are also handled by the Human Resource Department in the organization. As there are no apparent dangers to the employees and customers hence it is the responsibility of the Human Resource Department to see through the matter.

Demotion
Generally the demotion is used for punishment in result of any rules violation against the employees. The punishment is normally graded as below with respect to employment rules violation nature.

increments/ incentives with or without

Major level violation

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issued by the top management & approved by the board of directors also reviewed time by time to meet the govt. laws. The employee may also have the right to appeal against the decision, to the higher authorities as well as in the N.I.R.C. or courts of law.

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employment along with punishments, procedures, dealing authority, appeal, etc. are

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Demotion is observed in case of major level violation the detailed rules & regulations of

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future effect. Demotion to previous grade with or without financial punishment (pay decrease with/without future effect). Dismiss from service.

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Medium level violation

Financial punishment (stoppage of

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Minor violation

Warning (Written/ Verbal).

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Separations
The employee may leave the job or may also be terminated from service by the management according to the company laws. For the same purpose the company laws should be formed in the light of govt. laws so in future company may defend their decisions in courts of law & other forums. Following types of separation are normally dealt in PTCL.

5.7.4.1 Layoff

5.7.4.3 Resignation 5.7.4.4 Retirement

Layoffs typically are processed by the H.R. Dept to ensure that the proper order of

necessary rules together with the range of penalties for each offense. Frequently this list of rules and penalties is discussed and cleared with high-level line management before it is issued and communicated throughout the organization. These rules are called terms and conditions formerly known as Employment & Discipline (E&D) rules.

Most commonly, actual approval by the H.R. department has to be obtained before and employee may be terminated / discharged. The reason is that termination/discharge is a very serve penalty and should be used only when a very clear case can be shown. In addition, it is especially vital to achieve companywide uniformity in the handling of such cases. - 49 -

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The H.R. department commonly assumes the responsibility for formulating the list of

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Termination/Discharge

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departmental, and plant wide seniority rights must be observed.

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preference is followed. This can become complicated of combinations of jobs,

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5.7.4.2 Termination

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Resignation
In case employee dont want to continue the job/service with organization, he/she is allowed to inform in written to organization mentioning the reason for leaving the job. This formal intimation is called resignation. Generally resignation may be submitted mentioning notice period of 1 month as per company policy. Resignation is valid if it is submitted as per employment rules & subject to approval of competent authority.

Retirement
If the employee continued his services with organization for at least 25 years or till the

retirement offered by the company along with after retirement benefits. Here are

L.P.R

Leave prior to retirement after completion of 25 years of continues

Offered in only special cases to the regular employees & may by different types of offers with or with out pension & other benefits, in some cases a double or huge lump sum amount is offered & the pension/ other benefits are completely finished. PTCL recently offered VSS to its staff as per below conditions. Under this program, all regular status employees under the age of 58 as of 15 November, 2007 are eligible to participate in this PTCL VSS. Employees interested in opting for VSS will have 60 days from the announcement date of 15 Nov, 2007 to complete and submit the enclosed Option/Wavier Form to the VSS Support center using the enclosed pre- addressed & pre-paid envelop.

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V.S.S. (Golden Hand Shake) Voluntary separation scheme.

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Retirement

On completion of 60years of age regardless of years served.

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service.

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following types of retirement packages offered to the regular employees.

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completion of sixty years of his age. Now the employee is eligible for a regular

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Internship Report The employee may choose not to opt for the VSS & remain at PTCL under the current terms of employment. The VSS is completely voluntary. Employee decision either to participate or not to participate is voluntary at his will. Additionally PTCL established a VSS support center to assist employees in the decision making process. The support center staffed with Support Officers those can help employees understand his individual VSS package & answer any questions he may have. The support center remained available through out the VSS program rollout, Monday to Thursday 08:30 AM to 05:00 PM Friday 08:30 Am to 12:30 PM (Break

b) Decrease in future staff pays payments by almost 40% each year.

Lines/employee.

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e) Ratio of staff with respect to the working capacity will improve up to 1570

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d) VSS will help PTCL make corporate image better.

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c) Opportunities open for new highly qualified/trained staff.

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a) Decrease in Surplus/Not needed staff by 29979 staff members of all categories.

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ACHIEVEMENTS THROUGH VSS PROCESS

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0800-13531.

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12:30 PM to 02:00 PM) Saturday 08:30 AM to 03:30 PM by calling toll free number ^ E-mail: {vss@ptcl.net.pk}

Internship Report

VSS Process & TimeLine

VSS Announced

Employees Acknowledge Receipt of VSS notification No later than 26 Nov, 2007

Employees calls VSS Support center to report Errors in Personal information No later than 1st Dec, 2007

15 Nov, 2007

Employees Submit option/Waiver Form to Accept or Decline VSS

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Post Marked No later than 14 Jan, 2008

Employees Call VSS Support center to confirm Receipt of Option Form After 15 days of submitting Form

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PTCL Management Reviews & Accept or reject Applications Within 30 calendar days of Receipt of Option Form

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Employees Receive Letter of Acceptance or Rejection Postmarked No later than 24 Feb, 2008

PTCL Management cuts Settlement Cheque

Employees Submit Completed off Boarding & or Pension paperwork No Later than 15 days After VSS Acceptance

No Later than 4 April, 2008

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Internship Report

LABOR MANAGEMENT RELATIONS


When a union has been certified by the National Industrial Relations Commission N.I.R.C, as the result of an election/ referendum, as the sole and exclusive bargaining agency (C.B.A) for the employees, then management must bargain with it in regard to wages, rate of pay, hours of work, and other conditions of employment. The principal tasks involved in handling labor relations are contract negotiation, contract interpretation and administration, and grievance handling.

S.E.V.P H.R usually serves as a key member of the bargaining team often acting a chief management spokesman. In operating on a day-to-day basis under the terms of the labor

and layoffs, and the application of contract work rules.

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department regarding such matters like allocation of over time, handling of transfers

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agreement, line supervision often finds frequently occasion to consult the H.R.

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The H.R. department plays very significant role in labor-management relations. The

Internship Report

CRITICAL ANALYSIS OF THE ORGANIZATION


Now we move towards the most important part of the internship report the Critical Analysis which is also known as SWOT Analysis. After working 2 month in the company I find some critical issues about PTCL. After carefully analyzing these true issues of the organization now I am able to understand the organization in right way so at the end of my report I will go for SWOT analysis of PTCL.

STRENGTH

These are the few basic strengths of the PTCL now we look each one in isolation. PTCL Enjoy Monopoly

regarding their basic service. It means that there is a monopoly of PTCL. International Submarine Cables High Capacity National Fiber Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of Country Network Strong Platforms & Exchanges for Value added Services Access Network & Customer Base of over 04 millions

PD

PTCL is sole provider of land line services in Pakistan .so there is no competition

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Government support

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Customer Base of over 4 million

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Good quality international connectivity

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Large earnings

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State of the Art International Gateway Exchanges & Satellite Earth Stations

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PTCL enjoy monopoly

Internship Report State Of The Art International Gateway Exchanges & Satellite Earth Stations PTCL have largest net work with its state of the art technology and new digital exchanges. These are the few important characteristics of PTCL network. International Submarine Cables High Capacity National Fiber Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of Country Network

great govt. support and it is strength for PTCL.

Image Government organization Image Lack of customer focus Image Outdated people and technology (perception) Lack of aggressive marketing Lack of customer services Ambiguous management style Lack of corporate culture Social responsibility

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WEAKNESS

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As you know government is the major stack holder of PTCL shares so it has

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Government support

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revenues this is strength of the company.

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As described earlier that PTCL with more then 4 million users having great

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Large Earnings

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Strong Platforms & Exchanges for Value added Services

Internship Report

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

Internet Telephony & other rapidly evolving technologies.

Migration to satellite and cellular telephony.

PD

International players, reduction in settlement rates.

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Efficient operators.

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New technologies.

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Expected competition due to the deregulation in December 2003.

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THREATS

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Internship Report

WEAKNESSES:
The Human Resource Department is not up to the mark for the proper appraisal system of the staff. The policies of the company are determined by the board of directors in accordance with the H.R. Department. However there are certain policies in which the Human Resource Department is dependent on the Ministry of IT & T Govt. of Pakistan Employees have developed a psychology that promotion criteria & procedures of the Human Resource Department of the company are not justified.

Human Resource Department is lacking employee training centers. There are

If an employee wants to study during the job, he has to take approval from

employees for enhancing there qualifications/technical skills. The staff did not get any benefit for their higher qualifications in the shape of promotions or pay increments. Proper evaluation of the employees is not in the normal functioning of the company. Refreshing courses are on & off, not timely and frequently.

PD

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necks for taking such approval. The management also never encourages

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the Human Resource Department of the company; there are certain bottle

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provided to all the staff equally.

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only two Staff colleges. On the other hand the training opportunity is not

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problems for customer.

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The quality of service in most areas is much poor hence creating the

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Internship Report The proper information system is not in progress for the Human Resource Department. The automation process by the Human Resource Department is slow hence delaying the functioning of the company.

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

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Internship Report

RECOMMENDATIONS
The Human Resources should take less time in recruitment and training the staff. Highly qualified & trained staff may be deputed in HR department. Refreshing courses should be adequate and more frequent during the year. The promotional criteria by the Human Resource Department should be defined and be as per rules. More training centers should be established. If there is lack of resources, it is

During the training by Human Resource Department the ethical values

The proper and competitive evaluation of the methods and procedures

Resource Department.

enhance the performance & accuracy of the Human Resource Department

resources for this purpose. Human Resource Department may advice and train employees for one window operation in order to reduce the time and conserve the resources. Agents for the promotion of the company policies and to facilitate the customers by the Human Resource Department may be appointed with proper check and balance system. Pay packages may be revised in the light of profit earned by the organization.

PD

and ultimately of the company. Human Resource Department should allocate

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the company should be converted from manual to the automatic. It will

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adopted by other competitors will enhance the performance of Human

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should be more emphasized.

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can be utilized by determining the terms and conditions.

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difficult, the training centers of the other organizations in the same capacity

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Internship Report

CONCLUSIONS:
No doubt PTCL is enjoying monopoly but the time is came when competition will force company to change its policies to become favorite telecom service provider in the market & keep its current place & customer base. The actual working substances are the human beings .It goes with out saying that Human resources are the most important in the organization and so does the Human Resource Department .It integrate all the activities and functions of the company like job analysis, recruitment, staffing, training,

Department plays the key role in the hiring, retention, motivation and promotion of the employees .Actually it assign the specified duties to the specified persons in this age of

ensures his success.

PD

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He should be of the notion victory is not everything, but the way of fighting is.

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field. He should be humane, well natured and have go face reading capabilities .All this

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specialization. Human Resource manager should be well versed and confident in his

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designing compensation package, employees appraisal system. Human Resource

Internship Report

REFERANCES & SOURCES

iiiiiiiv-

PTCL official web site (www.ptcl.com.pk) PTA official web site (www.pta.gov.pk) PTCL official VSS offer documents. H.R database of Manager H.R PTCL Multan region.

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61

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Appendices

Change of Address

Customer Request

Not Verified Customer Verification

CRC Send Document With Log in which he writes Address or May be Reason

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CRS save the balance and Change the Address in Both System (CARES & Single View)

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Verified

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NIC Name of Owner Fathers Name Address Ph No. References

Appendices

Bills Late Receive / Not Received/Return

Customer Request

Not Verified Customer Verification

1. Address is right, 2. Post is received if yes then who is received give the name of this person. 3. Address is right But Not Located by Post man

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CRC Check the Reason of Problem NIC Name of Owner Fathers Name Address Ph No. References

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CRC provide Bill @ that time and take corrective action 1. Change the address 2. Intimate the Post office as customer request b

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Verified

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Appendices

Bill Amount Problem

Customer Request

Not Verified Customer Verification

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No Problem

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CRC Check the Billing NIC Name of Owner Fathers Name Address Ph No. References

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Show the Bills or Records of calls CRC Will Make the Adjustment

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Verified

Problem

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Appendices

Activation/Deactivation of Value added Services

Customer Request

Not Verified Customer Verification

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1. If Value Added service is being offered by the PTCL. 2. Is the service already activated?

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CRC check the option of package and product.

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Verified

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Request Reject NIC Name of Owner Fathers Name Address Ph No. References Request accept CRC open the value added service d

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Appendices

Change of Package

Customer Request

Not Verified

Customer Verification

Verified 1. Verify users previous payments clearance 2. What package user requested?

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CRC Check the Old Package NIC Name of Owner Mothers Name Address Ph No. References

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CRC Change the Package and send the Log

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Amount is clear

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Appendices

Complaint Registration for Faulty Phone (Land Line)

Customer request (Dialed 18) Complaint registered got Complaint Number

Complaint forwarded to the concerned Eng. Ops on CFMS

Fault not rectified Carried over Fault

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Fault rectified By Line Man

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T/No & customer address verification along with Nature of fault

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To
1. Verify Cabinet /DP/Pair. 2. Verify from Switch room. 3. Locate the concerned E.S,L/M 4. Handover
the fault to E.S,L/M

1.

Verify Customer Address. 2. Verify Customer Name.

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Updated Data base on CFMS Online software (The fault is rectified)

Verification by CFMS by dialing customer T/No

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Customer replied the CFMS by pressing 1 on his T/phone set

Customer replied the CFMS by pressing any other digit on his T/phone set

Fault Rectified T/phone is working properly

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Appendices

Staff Request Approval Process


Request rejected

Employee Request for

Leave

Parent SE Operation
Verify Record Leave Balance Record in Master HRIS Data

Leave Approved

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Leave Approved by (Regional) Manager HR

Copy of Approval forwarded to G.M HR for master record (Leave) update.

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Leave Balance

Forwarded to (Regional) Manager HR

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Sufficient Leave Balance in Hand

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ORGANIZATION CHART OF PTCL


PRESIDENT & CEO
COMPANY SECRETARY G. M N. S. S

SEVP (I/ AUDIT)


G.M
(I/ AUDIT)

SEVP
(STATE MGMT)

SEVP
(FINANCE)

SEVP
(TECHNICAL)

SEVP
(OPERATIONS)

SEVP
(HR & ADMN) * Detail is on page 32*

SEVP
(IT)

SEVP
(CORPORATE AFFAIRS)

EVP
(Accounts)

EVP
(Finance)

EVP
(Revenue)

EVP
(Dev)

EVP
(Tech & St. Pl)

EVP
(O) H/QTRS

EVP
(O) CENTRAL

C.E
(RRR)

C.E
(HRM&P) C.E (Co-ord) G.M (T&T) G.M
(PR)

G.M
(Finance)

C.E
Dev (LNW)

C.E (St.Plg) C.E (T&S) C.E (T&NE)

C.E

(M&O-I)

C.E
(S&E)

G.M
(CTS&S)

C.E
Dev(S&T)

G.M
(Admn)

G.M
(Accts)

C.E
(Proc-I)

G.M **
(I&I)

C.E
(Proc-II)

G.M
Legal ** Advisor C.M.O Expert
HR Telecom. (T&I)

G.M

(TRANS DEV)

D MD*P ll i DF
(PTML)

FE

(Tech Audit)

o G.M dit
G.M

t wi

ee FrC.E h

rite W

d anC.E r

ols EVP To
(O) SOUTH

EVP
ITT&R

EVP
I/C

EVP
(Marketing & C/C)

EVP
(Bus. Dev.)

C.E
(M&O) South

(M&O) Central

C.E
(ITT&R)

C.E
(I/C)

G.M
(Marketing)

(M&O-II)

G. Ms
GTR/LTR-I&II/ FTR/ CTR/ MTR

G. Ms
STR-I, II, III&V/ WTR

C.E G.M
(ITI) KR (IBD)

G.M
(C/Care)

G. Ms
ITR/NTR-I&II/ RTR/OFS/HTR

G.M
(SNCR) Lahore

G.M (STR-IV)
(S&T) KR

G.M
(Software Audit&Sup)

G.M
OTR IBA

Expert
Telecom B.D

(R&D Fund)

G.M (OFS)
Mntce.

G.M
(Trg & Res)

G.M
Computer

G.M
OTR KR

G.M
(MM)

Expert
Data Network

G.M
(Revenue)

G.M
(IT DEV)

G.M
(FAN)IBA

Chief Inspector
(Telecom)

G. M
(ITI) IBA

Principal
(NPGIT&I)

C.E (SBD) G.M (VAS)

Expert
I/Technology

C.E

G.M
(DSR&D)

G.M Expert
B&C. Care
(Stores)

Legend: * Not included in PTCL working strength. ** Posts do not exist. Officers are working on Contract

(QA)

G.M
(TH & VOIP)

G. Ms
(Development)

G.M
(OFC)

Kr/Lh/Pe/Iba

Expert
B&C. Care

C.E
(PSP)

C.E
(Po & Reg.)

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