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INTERNSHIP REPORT ON
Pakistan Telecommunication Company Ltd
Internship Report submitted to the Faculty of Management & Administrative Sciences in Partial Fulfillment of the Requirements for the Master of Business Administration.
Program & Session MBA 6th
UNIVERSITY OF GUJRAT
Date of Submission
Name of Program Coordinator ______
Signature of Program Coordinator______
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Without the encouragement and help of my fellow students, I perhaps would not have been able to write what I have written, it would be virtually an unending list of persons who helped me in one way or other but then it would be great injustice on my part not to mention the names of those who provided me with the much sought after information- moral support and cooperation.
People belonging to various walks of life contributed in one way or other, but teachers who heads this illustrious which in real terms provided me with foundation on which INSHALLAH, I will build my career much to the pride of my institution and my respected teachers.
I am greatly indebted to SIR SAQIB FARID SHAIKH, who in reality provided basic guidelines for the production of this report.
I am thankful to the staff of PAKISTAN TELECOMMUNICATION LIMITED CENTERAL EXCHANE GUJRANWALA and specially that of their Senior Manager, which provided me with all the information they could provide me with
3 TABLE OF CONTENTS Page #
Acknowledgement 02
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Executive summary 04
Dedication 05
Introduction 06
Organizational Profile 07
Pest analysis 27
0rganizational structure 31
Departments Management Hierarchy 37
38 Departments 43 Vision & Mission Statement 44 Area of Internship 60 SWOT Analysis 62 Recommendations 65 Conclusion 66 Bibliography
4. EXECUTIVE SUMMARY
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Internship is the necessary part of MBA degree Program. I have done my internship with the Service department of Pakistan Telecommunication Limited central exchange Gujranwala. This internship report contains all the information about my work experience with the PTCL. Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan’s most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data internet video conferencing and carrier services to consumers and businesses all over the country. PTCL central exchange Gujranwala controls all the Exchanges & Franchises in GTR-1 & GTR-11.
To fulfill the requirement of the MBA degree program, I have completed my internship with PTCL for about six weak. During this period I have gained a lot of knowledge and practical experience. I have practically realized the importance of individual/practical work.
The very important things which I learnt are, like any other basic sphere of modern socio-industrial activities Telecommunication is a main and important field for the development of any country. The staff of organization is highly qualified and their behavior is friendly. Also the working environment of organization is very good. So I recommend all students who do their internship in future should do the training program with PTCL because this is very good institution of learning.
The Service department of the PTCL has established and the most valuable department of the PTCL. The main purpose of the report was to review the Service techniques systems and procedures adopted by the organization. It was also the aim of the report to analyze the strengths weaknesses opportunities and threats of the Sales department. During my internship I analyzed that there are some problems in the training department of the Service & Marketing. Training is one of the most profitable investments an organization can make. Training can helps in optimizing the utilization of Marketing that further helps the employee to achieve the organizational goals as well as their individual
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goals. I strongly recommend that Training department should adopt the proper evaluation system for evaluating the training process. In this way training must be checked and will provide an effective training that can help the employees in their job performance.
2. DEDICATION
At first dedicating this work to Almighty,
Without his mercy and sympathy I was not able to accomplish this work. I also dedicated this work to my
Because their Prays & worm Hugs made me able
To achieve this success.
I also want to dedicate this to my honorable, Respectable
Polite & sincere.
Because they always guided me towards rite path of success.
5. INTRODUCTION TO REPORT
4.1 Goal of Studying the Organization
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This report covers the experience which I have gained during my stay at the Pakistan telecommunication limited Gujranwala, working as an internee. The primary purpose of this study is to fulfillment of the requirements for the degree MBA (Marketing).For this connection each student of this particular course is required to undertake training in a relevant organization selected by them for a period of 6-8 weeks. The secondary purpose of this internship is to understand how the theoretical knowledge can be applied to the practical situations and examine organizations marketing issues and identify its opportunities/ problems and also suggest corrective measures. This internship is also very necessary to gain confidence and become aware of the mechanism of an organization. As an internee I want to achieve following objectives during my internship and organization study
To familiarize with a business organization. To familiarize with the different departments in the organization and their functioning. To enable myself to understand how the key business process are carried out in organization. To understand how information is used in an organization for decision making at various I was also keen to gain professional experience in an actual testing environment. I want to develop my skills in the application of theory to practical work situations To develop my attitude conducive to effective interpersonal relationships. To acquire good work habits and sense of responsibility. To enhance my learning experience by application of fundamental concepts previously learned. To observe, analyze and interpret the relevant data competently and in a useful manner. To develop my interpersonal communication. I want to enhance my knowledge of the discipline of banking administration. This report is about PAKISTAN TELECOMMUNICATION LEMITEB. PTCL was established in 1949 and since then it has expended its network becoming the largest company of the country. It offers different products of services to its customers
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5.2 Overview
ORGANIZATIONAL PROFILE
5.2.1History HISTORICAL BACKGROUND
1. 1947- Establishment of Posts & Telegraph Dept. 2. 1961- Establishment of Pakistan Telegraph & Telephone Dept. (T&T) 3. 1990-91-Establishment of Pakistan Telecom Corporation (PTC) 4. 1995- About 5% of PTC assets transferred to PTA, FAB (Frequency Allocation Board) & NTC (National Telecommunication Corporation). 5. 1996- PTCL Formulation and listing on all Stock Exchanges of Pakistan. 6. 1998- Establishment of Mobile (UFONE) & Internet (PAKNET) subsidiaries. 7. 2006- Etisalat Takes Over
In 1995, Pakistan Telecommunication (Reorganization) Ordinance formed the basis for PTCL monopoly over basic telephony in the country. The provisions of the Ordinance were lent permanence in October 1996 through Pakistan Telecommunication (Reorganization) Act. The same year, Pakistan Telecommunication Company Limited was formed and listed on all stock exchanges of Pakistan PTCL launched its mobile and data services subsidiaries in 2001 by the name of UFONE and P PAKNET respectively. None of the brands made it to the top slots in the respective competitions. Lately, however, UFONE had increased its market share in the cellular sector. The PAKNET brand has effectively dissolved over the period of time. A recent DSL service launched by PTCL reflects this by the introduction of a new brand name and operation of the service being directly supervised by PTCL.
Explanation
PAKISTAN POST & TELEGRAPH (P&T)
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The postal and telecommunication services were performed by a single department known as Pakistan Post & Telegraph (P&T). This department started its telephone service with only 12346 telephone lines and seven telegraph offices all over Pakistan. This department continued its business up to 1962. The Government of Pakistan adopted the Government of India Telegraph act 1885 to control and direct the activities of telecommunication.
PAKISTAN TELEGRAPH AND TELEPHONE DEPARTMENT (T&T)
Pakistan Telegraph and Telephone Department inherited a small telecommunication network consisting of only 12,000 lines in 1947. It was the sole Department responsible for providing telecommunication facilities to whole country. In fact postal services were also included in its responsibilities. The Pakistan Postal Department was separated from Pakistan Telegraph and Telephone Department in the year 1962. Like all other field of newly born nation, there was no established system of telecommunication, available in the country. However the present system, as well as new installations was managed by the T&T quiet efficiently.
PAKISTAN TELECOMMUNICATION CORPORATION (PTC)
The erstwhile Telegraph and Telephone (T&T) Department was converted into a Statuary Corporation on 15-12-1990. It has its own legal identity totally separated from Government of Pakistan
The P.T.C. was further segregated into four separate units in 1996.
1. P.T.C.L.
2. P.T.A.
3. N.T.C.
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4. F.A.B.
PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL)
PTCL was incorporated on December 31st 1995 and commenced business on January 1st 1996. The idea behind this was to provide better services to its customers. This was established to undertake the telecommunication business formally carried out by Ex- PTC. It was responsible for carrying out all kinds of telecommunications activities in the country. It was required to look after the existing telecom installations and their automation and development. It was also to undertake development program in telecom field. All properties assets obligations and liabilities of PTC were accordingly transferred to the PTCL on the 01-01-1996.
The P.T.C.L. is a prestigious organization and telecom services in the country are getting better and better since its incorporation
PAKISTAN TELECOM AUTHORITY (PTA)
Pakistan Telecom Authority (PTA) was established in 1996. It falls under the preview of Government of Pakistan. It issues licenses to various companies for carry out certain activities. This authority is responsible to monitor the establishment of telecom related firms, companies the import of telecom equipments etc in the country. It is a regulatory body formed to accomplish rules and regulations relating to the telecommunication matters.
NATIONAL TELECOM CORPORATION (NTC)
It has been established for installation of telecommunication facilities to the Governmental organizations. A portion of working lines was initially transferred to N.T.C. from the P.T.C.L. but now they have established their network. They are totally
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independent in providing telephones connections their look after and generation of revenue there from.
FREQUENCY ALLOCATION BOARD (FAB)
This organization has been established to allocate Radio and Wireless telecom frequencies to various organizations/companies within the country. The latest development in this regard is that F.A.B. is establishing Monitoring Stations in order to check the validity and legality of the utilization of circuits.
5.2.3NATURE OF BUSINESS (organization)
Pakistan Telecommunication Company Limited (PTCL) was incorporated in Pakistan on December 31 1995 and is listed on Karachi Lahore and Islamabad stock exchanges. It was established to undertake the telecommunication business firmly carried on by Pakistan Telecommunication Corporation (PTC). The business was transferred to the company on January 1 1996 under the Pakistan Telecommunication (Reorganization) Act 1996 at which date PTCL took over all the properties rights assets obligations and liabilities of PTC except those transferred to National Telecommunication Corporation (NTC) Frequency Allocation Board (FAB) Pakistan Telecommunication Authority (PTA) and Pakistan Telecommunication Employees Trust (PTET). The company commenced business on January 1 1996. The registered office of the company is situated at Block-E PTCL Headquarter G-8/4 Islamabad. Pakistan Telecommunication Company Limited (PTCL) is the main provider of Telecommunication services in Pakistan. It owns and operates a substantial part of the telecommunication facilities and provides domestic and international telephone services and other communication facilities throughout Pakistan.
Corporate Services Fixed Line Telephone
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Wireless Local Loop (WLL) PTCLS SUBSIDIARIES
UFONE
UFONE (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its operations on 29th January 2001 as a GSM 900 service provider. Since the outset, it has expanded its coverage and customer base at a rapid pace and established itself as one of the leading cellular service providers in Pakistan UFONE is now considered to be one of the most active aggressive and innovative players in the mobile sector of Pakistan. The growth of the cellular industry is a direct result of the successful implementation of the telecom deregulation and cellular mobile policy by the Ministry of IT and Telecommunications (MOIT&T) and the support guidance and timely enforcement of regulatory process by the Pakistan Telecommunication Authority (PTA).
Privatization
The growth of the cellular sector in Pakistan can also be attributable to good governance policies of the government of Pakistan and the Privatization Commission. In April 2006, Etisalat International Pakistan which is commonly known as Etisalat has assumed management control of Pakistan Telecommunication Company Ltd (PTCL) – part of the $2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL is hailed as ushering in a new era for telecommunications in Pakistan.
Now under the management of Etisalat, UFONE will concentrate on customer needs and benefits and is more determined than ever to be the leading cellular player in the
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market. UFONE has been known for providing superb propositions and quality service to its customers. With the new expected investment, UFONE can now aggressively expand its network coverage.
Key Accomplishments
Ufone has always played a pivotal role in the development of the cellular market in Pakistan. For the most part, it has been a step ahead in introducing innovative products to the market. UFONE was a pioneer in launching the GPRS services and Multi-media Messaging Service (MMS) in Pakistan, and lead the way in introducing GPRS international roaming and prepaid international roaming for these services in the Pakistani market.
5.2.3 BUSINESS V O L U M E
Fixed line connections in the country are more than 5.4 million and the cellular connections are 12.7 millions
Currently there are 315 Payphone and over 51000 Wireless Payphones
There are over 140 Data and Internet service providers (ISP’s) to whom PTCL has provided network infrastructure.
PTCL generated annual Revenue of over Rs. 11 billion from its private sector operating partners.
PTCL generated annual Revenue of over Rs. 11 billion from its private sector operating partners.
The PTCLs performance against a key set of parameters is summarized as
The PTCLs performance against a key set of parameters is summarized as:
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Islamabad: Naveed Saeed, SEVP Commercial, Pakistan Telecommunication Company (Pvt) Limited won the Best Corporate Communications and PR Award at the 21st All Pakistan Newspapers Society (APNS) annual awards ceremony held here at the President House. The prestigious award was conferred to him by the President of Pakistan, Asif Ali Zardari.
Naveed Saeed is the Senior Executive Vice President-Commercial of Pakistan Telecommunication Company Limited, the largest Telecom Operator in Pakistan. He is responsible for most of the revenue streams of the company which include PSTN, Broadband, Wireless and Corporate business, Carrier services and International business. His portfolio also includes PTCL’s Marketing and Corporate Communications Department.
Previously he has served as the Operational Head of Business Zones (North) for Punjab, Khyber Pakhtunkhuwa & AJK/FANA at PTCL Under his leadership the zones showed significant improvement in all areas of the business. He has given PTCL a new direction, especially in areas of business development and network rehabilitation, which has set a benchmark in improving the existing performance.
Naveed Saeed has a rich profile in the telecom sector spanning over a period of nineteen years. He has been a star performer throughout his career holding leadership positions at the most prominent telecommunications companies across South Asia, Africa and the Middle East such as PTCL, Warid Telecom (the Abu Dhabi Group), IMTCL, (Thuraya project), Mobilink, (an Orascom Telecom GSM Company formerly a Motorola GSM company), Instaphone, Pakcom Limited (subsidiary of Millicom AMPS) and Paktel Limited (a Cable and Wireless company now a China Mobile company).Naveed Saeed has always given prime focus on his relationship with the media and has taken keen interest in regularly highlighting PTCL’s achievements and business developments by sharing them with the press. In critical situations, such the employees’ strike last year, his crisis communication management and positive media
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engagement draw special attention and appreciation, in particular from the telecom, media and PR industry.
Commenting on his achievement, Naveed Saeed expressed his profound happiness and joy and said that he was proud to be part of the top management of one of the best corporate entities of the country. PTCL takes great care of its relationship with all its stakeholders at all levels and enjoys extraordinary rapport with the media. He thanked all the newspapers, TV channels, magazines and especially all telecom reporters from across the country for their overwhelming support for him to highlight PTCL’s achievements and their positive criticism to improve its products and services. He said that he takes immense pride in his relationship with the media. He also thanked his team and PR agency for their exceptional support which, he said, has enabled him to achieve this great recognition by APNS in the shape of its Best Corporate Communication and PR Award.
Performance
The customer focus and best offering has allowed UFONE to build a subscriber base of over 20 million in less than a decade. UFONE has network coverage in 10,000 locations and across all major highways of Pakistan. UFONE currently caters for International Roaming to more than 288 live operators in more than 160 countries. UFONE also offers Pakistan’s largest GPRS & BlackBerry Roaming coverage available with more than 200 Live Operators across 122 countries. More recently UFONE has
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become a focused and intensive leader in VAS constantly introducing innovative services which have been the first of their kind in the Pakistani cellular industry.
Brand
While keeping its tradition of being the trend setter in the industry UFONE changed the image of mobile phones from a luxury only affordable by the elite to a necessity affordable by the common man. Since its inception UFONE has positioned its brand for masses. In keeping with the upcoming competition and market dynamics UFONE increased its focus on the youth segment (which comprises 50% of the population) with the Prepay brand. By designing market focused products, UFONE brand team launched aggressive campaigns which further increased the brand equity. The new brand image gained huge popularity amongst the targeted market. A recent marketing survey conducted by a prominent marketing research company showed that UFONE has considerably increased its brand visibility and image. UFONE Prepay brand is now considered to be one of the most favored brands by the youth market and is followed by other mobile operators launching their respective brands for the youth market.
International Coverage
UFONE provides International Roaming facility with more than 150 international operators across 79 countries. UFONE has GPRS roaming agreements with several international operators and also provides prepaid roaming facility to selective destinations.
5.2.4Customer Service
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UFONE is proud to have an efficient and friendly customer service through 21 company-owned Sales & Customer Service Centers and nearly 250 franchisees across the country. The outlets are able to service the customers with innovative solutions and are empowered with Web based franchise management systems. UFONE is poised to face the ever increasing challenges of the market and is confident it will attract new customers. It has the ability to retain its existing customer base with a high level of customer satisfaction via optimum network service and a 24 hour call center facility.
Network Coverage
UFONE has always believed in a solid commitment to growth, security and reliability. Therefore UFONE has always balanced its expansion efforts and quality of service. With a total current investment of $400 Million UFONE has network coverage in more than 260 cities and towns and across all major highways of the country. UFONE has been instrumental in the growth of the cellular market in Pakistan. It is a company committed to excellence. Under the new vision of Etisalat and with the support
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and collaboration of its employees and vendors, UFONE aspires to be the best in the market by offering customer focused products and a quality service and sales network.
U Microfinance Bank (Rozgar Microfinance Bank)
PTCL finalized the arrangements including regulatory compliances to acquire 100% ownership of Rozgar Microfinance Bank Limited. The acquisition is in line with PTCL Group’s initiative on Digital-Commerce. The initiative includes offering digital payments and banking solutions.
Branchless banking brings a bouquet of financial services to consumers on the go. The services include P-P (person to person) Money transfer, mobile wallets cash-in cash-out bill payments, G-P (government to person) payment merchant/retail payments, loan disbursement, loan repayment and more. Branchless banking is used to substantially increase the financial services outreach to the mass unbanked communities. It represents a significantly cheaper alternative to conventional branch-based banking that allows financial institutions and other commercial sectors to offer financial services outside traditional bank premises by using delivery channels like retail agents mobile phones etc. Acquisition of Rozgar Microfinance Bank is an economic and cost effective regulatory compliance for PTCL Group to realize the benefits of opportunities being offered by branchless banking. UFONE recorded Revenue of Rs. 8,598 million for the year ended June 30, 2006 as compared to Rs. 4,374 million for the previous year, an increase of 97%. Profit after tax increased from Rs.776 million for the current year. Based on these results a dividend of Rs. 700 million was declared by the Board of PTML.
Pak net Limited
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The fully owned subsidiary of PTCL owns the largest ISP network spread over 2900 cities/locations with 43 POPs. It has extensive data transmission capabilities but has been incurring losses due to poor business orientation and excessive overheads. During the year Pak net recorded sales revenue of Rs. 213.9 million, which is 19% lower than last year. The company posted a loss of Rs. 42.2 million vs. a loss of Rs. 111.5 million last year. The quantum of loss is lower as compared to last year mainly due to reversal of provisions against doubtful debts of Rs.44.1 million made in prior years and reversal of deferred tax asset of Rs. 34.9 million in the last year.
PTCL as the sole shareholder of Pak net is highly concerned with the poor performance of this subsidiary and is currently undertaking a strategic review of this ISP subsidiary of determine the future course of action
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In spite of these subsidiaries there are following product lines.
. Fixed Telephone ( Analog & Digital)
. DSL ( Digital Subscriber Line)
. IN Products (Pre-Paid Cards, Calling Cards, Apna Das Calling Card Phone Bill Card etc.)
. PTCL Wireless.
MODERN SERVICES
. DON'T DISTURB
. WAKE UP CALL
. CALL WAITING
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. HOTLINE
. INTERNET AND E-MAIL SERVICE
. DIGITAL LEASED LINES/CROSS CONNECT
. CLI SERVICE
. CALL FORWARDING ON BUSY TONE.
. CALL FORWARDING ON NO REPLY.
. CALL FORWARDING UNCONDITIONAL (IMMEDIATE).
. DOMESTIC CALL CENTERS
. CO-LOCATION CENTER
. TELEPLUS (ISDN / BRI)
. CONFERENCE CALL
. PTCL MESSAGING SERVICE
. ABBREVIATED DIALING
. TOLL FREE SERVICE – 0800
. PTCL MAILBOX
. PREMIUM RATE SERVICE-0900
. UNIVERSAL INTERNET NUMBER
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INTERNATIONAL CALL CENTERS
Carriers Services As carriers carrier we provide the core infrastructure services to the cellular, LDIs, Local Loop operators, ISPs, Call Centers and payphone operators.
We provide all carrier services right from inter-connects and telehousing to DPLC and IPLC connectivity. Our interconnect services are provided from our 3200 exchange locations that connect your carriers networks domestically in addition to providing IPLC bandwidths to connect you internationally through our four international gateways and SEA-ME-WE3 SEA-ME-WE4 and IMEWE submarine cables
Furthermore to provide connectivity to operators in the extreme remote areas of the country PTCL launched its state of the art satellite service (Sky link). PTCL satellite service (Sky link) is provided using the Intelsat Satellite System an undisputed leader in satellite communications.
White Label Services PTCL customers can now provide uninterrupted services to their clients without undertaking large scale investment in infrastructure or developing expertise in their own network. PTCL White Label Services are focused on speed and simplicity at minimal capex. This will enable our customer to offer their own branded WLL DSL etc to customers nationally together with an array of key support services.
Landline PTCL landline has always been a part of family and providing services from generations and it continues to be the primary choice of customers for making voice calls from many decades. PTCL gives its customers highest quality at very affordable rates along with attractive packages and Value Added Services to choose from. PTCL offers many
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attractive packages like Freedom Package, International Packages and Mobile Buckets & Double up Unlimited (double play services)
EVO Wireless Broadband PTCL EVO 3G Wireless Broadband is Pakistan’s fastest wireless internet which offers its customer’s superior 3G internet experience”. EVO Wireless Broadband is enabling the wireless broadband revolution in Pakistan with flexibility to roam freely like never before. PTCL EVO has revolutionized the way people connect to the internet by offering true mobility. PTCL EVO gives its customers the advantage of nationwide roaming with seamless internet connectivity across Pakistan EVO coverage is in over 350 cities whereas EVO customers can also enjoy CDMA-1X data rates of up to 153.6 Kbps at more than 1000 destinations across Pakistan.
PTCL Introduced EVO 3G Nitro in Pakistan the World’s first & most cutting-edge EV-DO Rev. B commercial network. PTCL is the first operator in the world to commercially launch EV-DO Rev .B products which offer blazing fast speeds of up to 9.3 MBPS.
EVO 3G Nitro is all set to meet the next-generations need for ultimate speed & superior performance. It is the next step in Evolution of the Wireless Broadband Revolution!
Whether it is streaming High Definition video or music, conducting a video conference while simultaneously browsing the Internet or uploading multimedia content in the Nitro Universe everything happens at the speed of light.
PTCL introduced Pakistan’s First 3G Enabled Smartphone Android Tablet 3G EVO Tab. Powered by Google Android Fro you 2.2 OS EVO Tab is a 7 capacitive multi gestures touch screen tablet packed with features of both a tablet and a GSM phone that lets you surf talk tweet & do a lot more simultaneously on the go in more than 350 cities nationwide
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Say Hello to the Future with Pakistan’s first 3G enabled Android Smart phone. EVO Droid a GSM Smartphone that keeps you connected to your world without being tied to a Wi-Fi connection or the worry of being stuck with a slow mobile data connection. With EVO Droid Get ready to experience the magic of 3G right on your cell phone.
PTCL has introduced pocket-sized EVO 3.1 mbps & Nitro 9.3 mbps 3G Wi-Fi Clouds that enable its customers to create instant 3G Wi-Fi hotspot. Users can connect up to 5 Wi-Fi gadgets simultaneously use these as external storage device via the provided Micro SD Card slot and also use these to charge other devices. Both the Clouds have a super-charged built-in battery that lasts up to 12 hours.
Introducing Pakistan’s first 3G USB modem with built-in Wi-Fi hotspot EVO Wangle is all out & about! The most talked about futuristic Wi-Fi tool that lets you effortlessly connect multiple Wi-Fi gadgets simultaneously at Hyper Speeds of up to 9.3 Mbps* in over 250 cities, and auto switch over to EVO 3.1 Mbps speeds in over 350 cities. It lets you connect n share effortlessly through any external USB power adapter.
Broadband Pakistan
PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. Launched in 2007 PTCL Broadband Internet has acquired over 1 Million Broadband customers in over 2000 cities and towns across Pakistan leading the proliferation and awareness of Broadband services across Pakistan.
With its entry in this market segment PTCL opened up a broadband culture in Pakistan where till a couple of years back there was very little awareness in the country about broadband & high speed internet services. PTCL made the broadband technology affordable by lowering the barriers to entry by geographically bringing the service within the reach of a common user across Pakistan and by continuous improvements in customer care for the service.
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Unique offers that makes PTCLs Broadband unmatchable are special packages for the student segment FREE modem and installation Availability of Wi-Fi Modems FREE dial up service for its Broadband customers and FREE access to movies music classical Pakistani dramas cricket matches, online gaming educational and religious content on PTCLs entertainment portal BUZZ (the access to PTCL Buzz & Gaming lounge is exclusive to PTCL Broadband subscribers). PTCL also offers multiple FREE personalized email accounts exclusively to its broadband users. In addition PTCL recently doubled its broadband speed for all its existing and new customers at the same price, making 1 MB as its minimum offered speed. For a connection you simply dial 0800 8 0800 or visit www.ptcl.com.pk
IPTV Service (Smart TV) PTCL entered the media sector on 14th August 2008 by launching a digital interactive television service for the first time in Pakistan. PTCL brought Pakistan in the list of a few countries across the globe that offers this state of the art interactive TV service to its subscribers. PTCL SMART TV service using its state of the art Broadband network employs the IPTV (Internet Protocol TV) technology.
Branded as PTCL Smart TV the service includes Interactive Television Broadband and voice telephony all at the same time on PTCLs telephone line. Besides offering the highest digital quality TV picture, the most revolutionary section of this offering is the ability to rewind and pause live TV channels through TSTV ( Time Shift Television) feature, the ability to block / unblock any TV channel for parental lock and the ability to search through video on demand content. Currently PTCL Smart TV offers its viewers 125 live channels and over 500 Movie titles through its Video on Demand service’. The service is available in more than 50 cities across Pakistan and PTCL is planning to expand to all remaining cities and towns across the country during the year 2013.
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V- FONE PTCL also continues to be the largest CDMA operator in the country with approximately 1.4 million V-FONE customers. It gives the liberty of payment in both prepaid and postpaid options. It offers fixed wireless telephone for your homes & business. With CDMA2000 1X technology, ours is the largest WLL network with a capacity of 2.6M, covering over 10,000 urban & rural areas. The network is already enabled for Voice, Dialup-Internet access (153.6kbps), SMS and for EVDO Broadband. V FONE can be bought from our OSS (One Stop Shops) or from any PTCL franchisee. To get further details about your nearest PTCL OSS/franchisee please dials 1236.
International Network PTCLs ability to support both individual and corporate customers on a cross-border basis is anchored by its extensive network of submarine cables that include SEA-ME- WE-3 SEA-ME-WE-4 and I-ME-WE.
SEA-ME-WE-3 (South East Asia - Middle East and Western Europe - 3)
Sea-Me-We 3 is one of the longest cables systems in the world with a total length of 39000 km. It includes 39 landing points in 33 countries and 4 continents from Western Europe (including Germany England and France) to the Far East (including China Japan and Singapore) and to Australia. The use of Wavelength Division Multiplexing greatly increases the capacity of the network allowing high quality transmission all the way over distances as far as from Germany to Australia.
SEA-ME-WE-4 (South East Asia, Middle East and Western Europe- 4)
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The total length of the SEA-ME-WE 4 submarine cable system is approximately 20,000 km which consists of the main backbone across the Eastern and Western worlds and links 14 countries with 16 landing stations across Europe, Middle East and Asia. The system is amongst the most economical cable systems in the region and is built with state-of-the-art Terabit DWDM technology to achieve ultra-fast terabit per second connectivity. The construction of this cable system is testimony to the growing demand for high capacity broadband links that are essential in today’s world of high speed international connectivity and online business.
I-ME-WE (India-Middle East-Western Europe)
PTCL is a member of IMEWE Cable Consortium with its landing station at Karachi. IMEWE Submarine Cable is a Tera bit capacity submarine cable system connecting India to Western Europe through Middle East. The Cable system is 12000 km long with 10 landing stations in 8 countries. The cable system is a three-fiber pair DWDM system with 128 wavelengths per Fiber pair. IMEWE cable system plays a pivotal role in meeting the exponential growth of bandwidth in the region.
Satellite Communication
PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. These installations provide the diversity for International voice connectivity and also work as Hub for domestic satellite users. There are four Intelsat Standard B Earth Stations at Islamabad Gilgit Skardu and Gwadar
REGION WISE SEGMENTATION OF PTCL
To provide efficient and smooth services to the subscribers, PTCL has been divided into almost thirty-two Regions (Nine Development and twenty three Maintenance Region ).
The Development Regions are normally responsible to accomplish the development and expansion program of the company and after completing the lying of cable
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installation testing commissioning of equipment they are liable to hand over the exchange building or other installations to the concerned Maintenance Regions.
These maintenance regions are further responsible for the look after up keep and maintenance of these assets. They are also required to initiate expansion proposals to meet the ever-increasing demand of telephone connections.
The overall operations department has been divided into four wings; North, South International Communications and Information Technology Training & Research. Each of these wings is headed by EVP. As PTCL is providing its services to its customers all over the country its entire network has been divided into fifteen regions.
Each region is further divided into zones and headed by director. Each director controls a number of divisional engineers.
5.2.5 6.PEST ANALYSIS
In conducting PEST analysis, it is required to consider each PEST factor as they all play a part in determining the overall business environment.
PEST ANALYSIS: The macro-environment includes all factors influencing a company that are not within its control. These include political, social, economic and technological factors.
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These are known as PEST factors. A technique of analysis of the macro environment is PEST analysis. Since the Telecom industry is very much influenced by changes taking place in the environment and has undergone rapid and dramatic changes during the last decade, this analysis is especially important for PTCL.
POLITICAL FACTORS Political factors always have a great influence on PTCL due to its monopoly in the market. In recent years it has been observed that government played an active role in increasing competition in the Telecom industry. Pakistan has achieved some political stability in recent years. If the management of PTCL believes that the present government
Will perform well (consistently), then there will be more co operation by the government and PTCL can excel in latest technology in this competitive environment. The company would become better and will grow resulting in more suitable products for customers and would capture more market share then the mobile company’s .PTCL should take the advantage of suitable policies of government because it would help them to gain larger market share
ECONOMIC FACTORS:
Currently, PTCL has major competitors like MOBLINK, WARID, ZONG, UFONE etc, these are its indirect customers but they are gaining more market share and are economically well going, so PTCL would have to think to target its customers to its best extent. Customers ‟purchase behavior depends very much on quality and innovative latest technology. So PTCL would have to provide best service to be a leader in the market. It has got monopoly in the market in land line but PTCL has to think far away from this. As inflation rate is unstable in Pakistan, spending
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power of consumers has effected in the long term. In fact growth in Pakistani economy has resulted in an increase in spending power and has positively impacted PTCL. The new services and products has got fame in the minds of young generation, e .g : EVO ,DSL Student packages etc. so right now PTCL economically is far better than the other cellular companies but it’s not the point for PTCL to stop it has to go along way ye
SOCIAL FACTORS:
The social structure of Pakistan is closely tied. The trend is now changing as the general public is educated and is pursuing professional goals. Customers are more aware of market conditions and available options and want to get best value for their money. They spend considerable time and money on entertainment hence increasing the need for entertainment systems. Also, word of mouth has a significant impact in the use of PTCL services. EVO attracts a huge number of customers. The social environment of Pakistanis turning liberal. So PTCL has to take advantage of the situation that customers are now getting more informative and it should focus more on its advertising policies
TECHNOLOGICAL FACTORS: Technology is vital for competitive advantage and is a major driver. Major technological changes are taking place in PTCL with innovations in products and services.EVO and SMART CARD are such examples of these innovations. Internet plays a key role as it’s vital need for all customers and PTCL internet packages are better than its competitors like WATEEN, WI-TRIBE, etc, which has helped it gain market share PTCL phone sets have gain fame in the mind of the customers, these small sets are given by the franchisesa n d PTCL p r o v i d e s t h e R U I M S . t h i s i s a n advancement t
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o w a r d s t h e competitive environment and PTCL is excelling and gaining market share
5.2.6 Contribution toward economic development
PTCL is the largest and oldest company in telecommunication industry of Pakistan. It is the mother of all the telecommunication companies in Pakistan. PTCL is the Gateway for these companies and for the electronic media in Pakistan. All companies whatever industry they are in are using PTCL landline phone which is very helpful for these companies‟ correspondence with their clients and Head Quarter and for nationwide and international usage. In this report we have discussed earlier about the PTCL history, organization structure, Subsidiaries & Competitors, Products & Services, and Human Resource Management. By considering all the above we come to know that PTCL is the biggest organization in Pakistan but are facing a cut throat competition in the telecom industry. PTCL are using state of the art technology but also have to use latest technology to compete in the market. PTCL has a strong Subsidiary named UFONE which is the third largest company in the telecom industry of Pakistan. UFONE is also known for his TVC ads, as the most promising marketing campaign. PTCL is also relying on Corporate Social Responsibility as discussed earlier in chapter 1. PTCL has well established Human Resource Department which plays a vital role in the development of the PTCL. PTCL has largest training network for their employees to improve the performance of his employees to compete in the telecom industry and bring more innovative and creative for their employees. In this analysis I think PTCL has utilizing the latest technology and are going with the time and side by side. After privatization PTCL improved their services very well and again in the competition with giant in the industry. After privatization they introduce the layoff system called Voluntary Separation Scheme (VSS), in order to reduce the number of employees due to financial crisis in the company, and they have done well. Through VSS PTCL has reduced the surplus of employees, reduce their pay expenditure up to 40% and avail the opportunity to hire highly qualified staff.
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5.3Organizational structure
5.3.1Organicational Hierarchy chart
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Organizational Structure describes the organization’s formal framework or system of communication and authority.
In other words the organization structure sets forth each principal management position and helps to define authority responsibility and accountability.
An organization chart is essential to the development of a cost system and cost reports which indicates the responsibilities of individuals for implementing management plans.
In PTCL President / CEO is the head of major functional areas. I.e. State management, Finance Technical, Operations HR & Adman and Corporate affairs. So Senior Executive Vice President who is the head of these units generally reports directly to the President.
The main purpose of PTCL is allowing them to effectively and efficiently accomplish organizational goals and objectives. Designing an appropriate structure means that managers must decide how to coordinate work activities and efforts both vertically and horizontally.
Organization structure of PTCL can be described as having three components like any other organizations:
1. Complexity
2. Formalization
3. Centralization
This is a very large hierarchy, which creates problems for the organizational activities and coordination. The result is a slow correspondence between management and
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officials at lower levels. The Etisalat (who control the charge of PTCL) is restructuring the organization and the work is under process.
FORMALIZATIONS The degree to which an organization relies as rules and procedures to direct the behavior of employees is formalization. The PTCL organization structure operates with standardized guidelines, rules and regulations. Each officer/official knows his/her responsibilities of what he has to do. Due to these strict rules and regulations the PTCL organization’s structure is more formalized
CENTRALIZATION The term centralization describes where the decision making authority is.
In PTCL, organization decision making is highly centralized at upper levels of management. Problems flow up to senior executives who decides what should be done.
In some cases decentralized policy is used and decision making is delegated to lower levels of management. Which is not correct and creates problems in the creation of long term value aided strategies.
NO OF EMPLOYEES IN FINANCE DEPARTMENT
There are about 3600 employees working under the department of Finance. Which include Senior Executive Vice President Finance, Executive Vice President?
Department management hierarchy
Mr. Amir Tariq Zaman Khan (Chairman PTCL Board)
Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani (Member PTCL Board )
Mr. Abdul Wajid Rana (Member PTCL Board)
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Mr. Daniel Ritz (Member PTCL Board )
Mr. Kamran Ali (Member PTCL Board)
Mr. Jamil Ahmed Khan (Member PTCL Board)
Mr. Fadhil Mohamed Erhama Al Ansari (Member PTCL Board)
Mr. Serkan Okandan (Member PTCL Board)
Mr. Jamal Saif Al Jarwan( Member PTCL Board)
Management Walid Irshaid
President & Chief Executive Officer Muhammad Nehmatullah Toor
S.E.V.P (Finance) / Chief Financial Officer (C.F.O) Muhammad Nasrullah
Chief Technical Officer (C.T.O) Syed Mazhar Hussain
S.E.V.P (Human Resource) Hamid Farooq
S.E.V.P (Business Development) Naveed Saeed
S.E.V.P (Commercial) Furqan Habib Qureshi
S.E.V.P (Business Zone South) Jamal Abdalla Salim Hussain Al Suwaidi
S.E.V.P (Business Zone Central) Jamil Khwaja
S.E.V.P Special Projects Farah Qamar
Company Secretary Zahida Awan E.V.P (Legal)
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NO OF EMPLOYEES
President & Company Secretary 02 Senior Executive Vice President 07 Executive Vice President 22 Chief Engineers 26 General Managers 94 AGM, DY. GM, Director, System Analysts, Dy. Managers, RTO, CS, SE, DE, SAO, DM, SRO etc 2500 ADE, AE, SDO, AO, SL, Lect etc 20,000 47,000 ES, Assistant. PA, Tech, LM. UDC, KPO,Khakroob, Mali, HC, etc (almost) Total Employees
Note: This figure includes all permanents, contract bases and also 70,000 appointed under new terms and conditions during the year 2005. (almost)
Senior Executive Vice President 01 Finance Executive Vice President Finance. 03 Accounts
Finance
. Revenue
General Manager Finance /Director 20 Finance/Chief Engineers Senior Account Officers 75 Account Officers etc 175 Assistant Director, Assistant, Clerks, 3600
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etc
5.3.3Main office
MAIN OFFICES
The Head Office of Pakistan Telecommunication Company Limited is situated in Sector G-8/4, Islamabad, which is headed by the “President”. Besides, it has Regional Headquarters like:
Islamabad Telecom Region
Rawalpindi Telecom Region
Hazara Telecom Region Abbottbad
Northern Telecom Region-I Peshawar
Lahore Telecom Region (South)
Lahore Telecom Region (North)
Multan Telecom Region
Faisalabad Telecom Region
Southern Telecom Region-I Hyderabad
Southern Telecom Region-II Karachi Southern Telecom Region-V
Western Telecom Region Quetta
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Switching network Central region Lahore
5.3.4departments
DEPARTMENTS
Every organization is divided into deferent departments. Each department performs different kind of jobs and requires staff with specialized skills to handle particular job. This increases the efficiency of workers and makes. There are several aspects on which departmentalization in an organization can be based. The division can be done on the basis of function, product, customers or geographical locations. The PTCL Head Quarters is comprised of several departments. The division is made on the basis of function they perform. Hence it can be concluded that PTCL has adopted the policy of functional departmentalization. The main departments of PTCL are mentioned below 1. Human Resource department 2. Finance department 3. Commercial department 4. Operational department 5. It department 6. Corporate commercial department 7. Marketing department 8. Customer care revenue department
HUMAN RESOURSE DEPARTMENT
Special training courses and workshops have been conducted for the top and middle management through reputed organizations like LUMS.
Efforts are being made to improve productivity and efficiency of the Company while emphasis is also being placed on effective management employee’s relationship and better line of communications to achieve corporate goals
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FINANCE DEPARTMENT This department is divided into following three sub-sections:
Finance
Accounts
Revenue The Finance Wing deals with the revenue matters of the company & the Accounts Wing irresponsible for proper book-keeping . The Accounts Office of PTCL is in Lahore. Finance is the backbone of every organization because without finance any organization can’t run its business. It plays an important role in determining the long-term objectives and evaluating the feasibility of the business. The financial activities of PTCL have been split up into three major branches: Finance, Accounts & Revenue. The details regarding this section will be covered in finance section with reference to my project ACCOUNTING SYSTEM OF THE ORGANIZATION
The accounting system of PTCL is to comply with requirements of companies ordinance 1984 and approved Accounting standards comprise of such IASs as notified under the provision of the companies ordinance 1984. International Accounting Standards (IAS), as applicable in Pakistan in all respects. Wherever the requirements of the company’s ordinance 1984 of directives issued by the securities and exchange commission of Pakistan differ with the requirements of these standards. Generally accounts are prepared and maintained on government pattern as well as commercial pattern on accrual basis of bills receivable and bills payable and also are exhibited the profit and loss account and balance sheet showing the assets and liabilities.
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The revised cash account current (ACE-40) Performa is based on double entry system which indicates the debit and credit under each head of account viz cash/bank shows the balance in hand ceiling cash and direct payment and the closing balance. All Drawing and Disbursing Officers furnish commercial accounts at Lahore, where all items are separated analyzed and noted in necessary books for preparation of financial statements.
In the Accounting system of organization, proper books of Accounts have been kept by the company as required by the companies’ ordinance 1984.
The balance sheet and the profit and loss account together with the notes thereon have been drawn up in conformity with the companies’ ordinance, 1984.
The balance sheet, profit and loss account, cash flow statement and statement of changes in equity together matches with approved accounting standards as applicable in Pakistan, and give the information required by the companies ordinance 1984 in the manner so required and respectively give a true and fair view of the state of the companies affairs as at June 30 of every year and of the profit its cash flows and changes in equity for the year then ended.
FINANCESYSTEM OF THE ORGANIZATION The office of the Director General (Finance) controls all financial activities and system of PTCL. All financing decisions, capital budgeting decisions and processing on real and financial assets are major responsibilities of finance department of PTCL. Necessary future plans and projects are analyzed and selected as per their positive results i.e.; (Investment decision) installation of new telephone exchanges and lines. Lending and borrowing decisions are also made as per loans, interest rates, time period Necessary sanctions of write off and depreciation rate are also issued by the finance department. Finance department also plays a vital role in coordination, with dividend policy matters,
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internal and external auditors and share registrars. Pensions, insurance, preparation of budget and taxation dealings are also important factors of PTCL finance department.
USE OF ELECTRONIC DATA IN DECISION MAKING
Mostly offices of PTCL are well equipped with computers and EDP facilities. Data is recorded on CDs and these CDs are sent to Finance department and Director Commercial Accounts Lahore as cash accounts by regional heads. This data is fed in a main "SERVER" for use of different sections in decision making. For example balances of General Provident Fund, House Building Advance and Motor Cycle/Car Advances, Pay roll, etc are needed in pension section to prepare final emoluments of a retiring employee. This requisite information’s are taken from this "SERVER" (Book & Budget Record Section) for necessary decision. PTCL has a sound MIS System which helps all other departments in decision making and also to preserve it for future needs. Recently, the organization provides a separate internet connection to all its officers, so that they may connect to higher management regularly, keep their knowledge fresh about organization strategies/affairs and also for correspondence to other officers and higher management.
MOBILIZATION OF FUND
PTCL purchases raw material from Erricson, Alcatel and AT&T, Italian, Sweden and American's firms. It also borrows finance from internal and external sources. These raw material, finance and human resources are put in together in different operational activities and revenue is earned. After excluding the costs of different expenses from total revenue, profit or loss is framed for one year. Then net profits are added in company's reserves. As this phenomenon mobilizes of funds is a continuous process.
GENERATION OF FUNDS
Funds are mainly generated through
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. Services
Communicating activities.
Sales and Revenue Operations.
Line Rent.
Local and International calls.
Training given to other Organizations by the trained staff of PTCL
As per cash flow from operating activities, different expenses like taxation, depreciation amortization, pension contribution funds, employees retirement benefits, write-offs and other provisions are excluded to know the profit or loss of the company in a particular year.
SOURCES OF FUNDS
Following are the major sources of funds of PTCL.
Issued, subscribed and paid up capital. Long term and short term loans from different syndicate’s i.e; Citi Bank, ANZ Bank, Bankers Equity Ltd etc Income from operations Funds from securities Funds from Gross provident Funds Income from its subsidiaries like CTI & Pak-Net etc. International telephone represents revenue from foreign networks.
ALLOCATION OF FUNDS
In PTCL funds are allocated by a sound system of charts of accounts. All the Drawing and Disbursing Officers are assigned their specific code range through which necessary
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budgets and grants are allocated. All the heads have also their code numbers which is easy to computerize.
COMMERCIAL DEPARTMENT
Commercial section with qualified/experienced staff is being established.
Company section is taking both short-term and long-term view of emerging trends of highly competitive markets as its monopoly is coming to an end.
It analyzes all the possible Company options, i.e. introducing new services, adopting new technologies to maintain the leading role in the sector and preserve its dominant position in the industry.
OPERATIONAL DEPARTMENT Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as wells with other corporation
INFORMATIONAL TECHONOLOGY DEPARTMENT This department is established to introduce new and advance technology in PTCL. Due to IT department working system is too converted in a computerized system.
CORPORATE DEVELOPMENT DEPARTMENT This department deal corporate level issues such as PTA, International Telecom Union, Legal and Regulatory affairs etc.
SPECIAL PROJECTS DEPARTMENT This department is doing their activities on behalf of president.
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MARKETING DEPARTMENT Marketing Department is called a revenue-generating department of an organization. Marketing Department undertakes market research and gives feedback to management about
Vision & Mission Statement
Vision:
To be the leading Information and Communication Technology Service Provider in the region by achieving customer satisfaction and maximizing shareholders value.
The future is unfolding around us. In times to come we will be the link that allows global communication. We are striving towards mobilizing the world for the future. By becoming partners in innovation, we are ready to shape a future that offers telecom services that bring us closer.
Mission
To achieve our vision by having:
An organizational environment that fosters professionalism motivation and quality
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An environment that is cost effective and quality conscious
Services that are based on the most optimum technology
"Quality" and "Time" conscious customer service
Sustained growth in earnings and profitability
From the humble beginnings of Posts & Telegraph Department in 1947 and establishment of Pakistan Telecommunication Company Limited to this very day ours is a story of commitment and vision.
5.4 Area of Internship
WORK DONE BY ME
I work in PTCL central exchange Gujranwala for 6 week this exchange have following departments DSL, WIFI ,MSC ,LAND LINE ,FINANCE ,and consist of 100 workers.
Hierarchy of the exchange
Syed Umar Faroop Senior Manager Wireless
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Rana Rana wajid Riasat Ali senior Line engineer engineer wireless
Abdul Qudoos MANZOO technical officer Mushaber evo complain R HUSAIN handler jointer
Abdual Qayyum Noorul husan msc controler engineering super visor
Manager
Abdual Senior manager shkoor Senior manager finance Dsl controler
I am work in almost 4 departments and sections of the exchange.
Landline department
Digital subscriber line department (DSL)
EVO department
MSC
Finance
WORK DONE BY ME
I complete my internship report in PTCL central exchange Gujranwala in following
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departments.
DSL
EVO
Land line
MSC
Finance
1 st week
Finance
1st day of the first week I work in finance department and observe the procedure of finance in PTCL Gujranwala the finance department control finance on small level like he maintain the vouchers which are used for the cash which is used for the fuel and the vouchers which are used to purchase office equipment the vouchers which are used for the payment of employee are maintained in Islamabad.
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Firstly I started my work by learning the procedure that how to repair the things which are related with this building. There are two steps the one is payment roll and other is good receipt note. In payment roll, I learned that in this process they fill a form in which they mention the amount required. In goods receipt note a form is filled which describes that what parts are required for repairing.
I learned next two steps Bill and Purchase Requisition form. The procedures belong to finance department. Under Bill I learned that how the vendor charges the bill to PTCL. He mentions the rate and parts added. Then is Purchase Requisition form in it that how PTCL allows giving payment that form is signed and stamped under two headings
Engineer Building
Senior Engineer Building
I learned RPC form. It is Regional Procurement Committee. This form is used when the expense is exceeded from Rs 10000/.Under this procedures 5 heads of 18 grade and above sit as a committee verify the expense and then approve it. After their approval the payments is made.
Up till now I have learned all the steps which were related with repairing. Now I learnt that how to verify the purchased order with the bill. For this I practically did the work by checking 100 bills and verify the purchase order with bill. It describes few main things (a) voucher number (b) amount of bill (c) parts.
Today I learnt the procedure of paying benefit to the deceased worker’s family. In it I learn that how to fill the form on which scale they should be paid. Few steps are taken like their name’s verification serial number amount to be paid etc. then it is paid to his wife or to his children below 18yrs age if wife is not alive.
I personally cheek the vouchers and maintain in this department the whole work is manual I personally cheek the voucher and record them in the register which is used for
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this purpose.
2nd week
Finance
Now I started the work to repair of optical fiber procedure and telephone pole repair bills the engineer reports to senior engineer that some optical fibers have been damaged. If you want to attach enter the cable and the telephone poles are damaged due to which the number of customer which are dead. The engineer of the ptcl said to the senior engineer that these things are damaged and this is the estimate. Senior engineer sent all report to Islamabad to pass the bill. Then general manager checked these reports and passed the reports and inform that these are the problems. Line manager went there and engineer checked all the repair of the fibers and then informed the engineer that all the damaged fibers have been repaired. Senior engineer will organize a committee to check the work and all expenditure. Then the committee will check all the work and the information that all the work is done. After verification the general manager will be informed regarding the amount and will be requested to provide the funds.
Now the next day the procedures of annual repair of office building. A report is prepared for necessary works regarding building. Then a building overseer checked the building and prepared the estimate for building. Senior General Manager gave the approval of that estimate. The Quotations are opened in the presence of committee that comprise on senior General Manager, Finance Manager and Senior Engineer the lowest one is accepted and asked the concern authority to start the work. Then concerned authority named a worker to concern vendor / to start work. A time frame is given to contractor to complete the work. If the contractor fails to complete in specified time frame. A penalty is deducted from his bill according to amount of bills.
Today I checked the Producers of bill TA/DA Travels allowances /Daily allowances to pay the amount of PTCL employees. There are different rate of daily allowances in
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official duty within the country as under: Basic pay scale from 1-4 ordinary rate is 125/- and special rate for big city 200/.BPS 5-10 ordinary rate is 155/-and for big city is 220/ BPS to 11-16 is 280/- and for big city 365/.BPS to 17-18 is 500/-and for big city 640/-bps to 19-20 is 625/-and for big city 825/-BPS to 21-22 is 200/-and for big city is 1000/-the big cities are Hyderabad,gujrat,Sialkot,faislabad,Karachi,quetta,sukkur,Rawalpindi,islamabad,Peshaw ar,muzfarabad,mirpur,multan,Sargodha,Lahore,and Bahawalpur
Then I checked the next producers of Transfer Grant when employee will transfer to another place in the interest of service. He is eligible for spend grant with his family. Transfer grant formula is as under.
1. Luggage in kg*distance in km*0.02
2. One basic pay is also admissible.
For example a employee transfer form Gujranwala to Sialkot. Calculation of Luggage formula:
2000kg*60km*0.02=2400. One basic pay 2000/-. Basic pay added to the luggage charges. When the employee report to station. He claims for transfer grant after some days the duty report transfer grant paid to the employee.
Today I checked the pre audit 1000 bills files some employees of ptcl were mentioned an excess amount in voucher after verification of all information we will reduced the amount of voucher. Some certain reasons are following:
1. PTCL gave 30 liter petrol for 1 month for PTCL employee of motor bike.
2. If the employees more 30 liter of fuel. Now we deduct the amount which is mention in voucher. Some employee is mentioned Motor oil used for 300Rs. The finance
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department will not give the permission for motor oil. The amount of motor oil is leased the total amount. After this they correct the amount of 1000 bills. After verification and calculation of all documents check vouchers then to the file send senior manager for approval the bills and ask the allow to paid the amount to the employee.
3rd st week
DSL DEPARTMENT
The DSL department handles broadband problems of customers there are technical and software problems
When the problems are technical then it is referred to the responsible engineer it may be related to BTS site or MSC in MSC there are two kinds of problems
Power
Software
When the problem is related to power then it is temporary and it is resolved within 10 to 20 mints and when it is related to software then it may be temporary or for long time it is resolved in 10 t0 24 hours In DSL department PTCL handle the DSL problems and try to provide better services to the customers .when a customer register a complain it is tried to resolve it within 24 hours and provide better services.
The whole staff of the organization work hard to provide better services to their customers.
DSL department attract the customers’ through better services and providing quick response to the customers’. In DSL department the responsible person is responsible person providing the better service to attract the customers’.
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I work in the DSL department which handle the complain of customer related to the customers there are two types of problem which is handled by this department fist the complains is resolved if it have some minor problem and if it is not resolved then customer is informed that the complain will be resolved within minimum time then it is submitted to the related department
Kinds of problems
Wi-Fi problems
Browsing issue
Frequent disconnection
Speed issue
Not working
Solution
Resolved
Submitted
And at the end of the working hour final report is prepared that how many problems are resolved and submitted to the other department and this report is sent to higher authority
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Then I personally observe the nature of the 20 to 30 problems and solve them which can be solved and submitted the rest
Most of the problems in this department are related to speed issue
The problems are solved within 24 hours
Promotional packages
This department also works on marketing to attract the customers. Different kinds of packages are offered to the customers to retain them and low rates to attract new one
They watch the net packages of the competitors and try to offer better packages on lowers rate and providing some time the fee connection and free modem
4 th week EVO department
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I worked in EVO Section. First day of 3nd week, I learn what kind of work is performed in this department. solve the problem and attract the customers there are many other companies which are providing the same services like Telenor etc PTCL try to offer better rate and best quality and attract customers throw packages.
I work in services department EVO which handled problems
Nature of problem
Week signal
Browsing issue
Connectivity issue
Device issue
Region issue
Software issue
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Technical issue
Salutation
Solve the problem
Submit the problem
In this department the EVO problems of the customers are solved if customer is facing a problem like software browsing problems etc then he is guided through call give some instructions to resolve the problem like if there is signal problem then he is guided to use external device antenna if problem is not resolved and the inner system is working normal are working normal then there may be device problem and the complain is submitted
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I personally check the nature of problem and solve some of the problem and submit the rest of the problem
The problems which are related to the software issue are minor problems like week singles slow speed frequent disconnection are solved through giving some instruction to the customers’. If problem is not like this nature then it is submitted
Marketing
The marketing of EVO is donning through different packages and providing low rates some data to use free
5th week
Land line department
1st day of 3rd week I work in land line department there are two type of problems in this department first the problem in of manual nature and second it is solved through computer software’s
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The customers register its complain through service no 1218 in Islamabad and then the mail is forward to the related exchange if the complain is like to solve from inner system of the exchange then it is solved immediately. And if it is of manual nature then it is given to the responsible person and the problem is solved in 24 hours
I personal cheek the nature of the problem and understand to which department it some problem are related to software and inner exchange system which I solved on the spot I solve 120 problem and some related to the outer system dp fault which is forward to the next department
I understand who important the customers are for the company and what kind of services are provided to them
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6th weeks
BSC
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In BSC which is a technical department of central exchange the BTS problems are handled there are two type of problem in this department
Power
Hardware
Software
When the BTS in GTR region is not working properly then an alarm is generated automatically from that BTS which is received in central exchange and then it is judge that the problem is hardware or software there are two type of hardware problem
In exchange
And at BTS site
When problem is at BTS site then the relevant engineer is informed about it to resolve it
If problem is related to inner MSC then it is solved within 6 mints
Power
There are two kinds of problems in BTS for power
Dg set at manual
Dg set betray fault
If the dg set is at manual then it take 1 to 2 mints and if there is any kind of betray then it take 6 to 10 mints
All complain are cheek through BTS card there are 3 type of card in every bts one for
Power
Media
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Transmission
There are two type of media fault
Cable cut
Software
The software problem is related to GTR and the cable cut is related to outer region or exchange which is solved by relevant authority
Now I started the work to repair of optical fiber procedure and telephone pole repair bills the engineer reports to senior engineer that some optical fibers have been damaged
At the end of the day the report is prepared for the alarm which are generated and not solved due to betray fault or cable cut and forwards to the higher authority.
I personally cheek the alarm and then observe the nature of problem what kind of problem is it and solved them mostly the problem are related to power which are fuel shortage which are solved by informing to the relevant authority and the software problem is solve d on computer
At the end of the day I prepare the report and forward to the higher authroty the report contain the following information
Sit name
Kind of problem
Responsible person
BTS id
BTS alarm time
BTS location
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6.3 SWOT ANALYSIS
STRENGTH
WEAKNESS
OPPORTUNITY
THREATS
SWOT analysis is an acronym that stands for strengths, weakness, opportunities, and threats.
“SWOT analysis is a situational which includes strengths, weaknesses, opportunities and threats that affect organizational performance.”
In SWOT analysis the best strategies accomplish an organization’s mission by:
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1. Exploiting an organizations opportunities and strength.
2. Neutralizing it threats.
3. Avoiding or correcting its weakness.
SWOT analysis is one of the most important steps in formulating strategy using the organization mission as a context, managers assess internal strengths distinctive competencies and weakness and external opportunities and threats. The goal is to then develop good strategies and exploit opportunities and strengths neutralize threats and avoid weaknesses.
STRENGTH
PTCL enjoy monopoly State of the Art International Gateway Exchanges & Satellite Earth Stations large earnings good quality international connectivity Customer Base of over 4 million Government support
WEAKNESS
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
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Is there any opportunity for PTCL?
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 InTechnology and networks Threats Exposure to market competition Migration to Cellular Networks Ability to Attract & Retain Quality Professionals Reduction in International Settlement Rates
7 RECOMMENDATIONS
The global economic environment has changed, creating challenges and opportunities for the world’s policy makers. The privatization drive has emerged as a strong tool of transformation, which is being recognized as an essential ingredient for the economic well being of the countries themselves and for the rest of the world. Now there is a greater awareness that in an interdependent world all countries gain individually if these countries become positive contributor to world economic growth as whole. telecommunication are playing very important role in the economic growth of the countries PTCL no doubts a positive contributor in this respect but I think there are
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certain points by adopting which can serve more effectively and efficiently. These points are as under:
In every year PTCL starts new ventures and services in the country but on the other hand, the people of Azad Kashmir, and many other Rural Areas are still being neglected. There is a high potential market for value added services of PTCL in Azad Kashmir and Rural Areas. The company should start the internet, Pay-card Phone, and Mobile phone services in these areas in collaboration with private investors.
There exist a huge amount of outstanding bills to be collected by the defaulters. The company should frame tight and effective policies to ensure the collection of its outstanding bills. The revenue officers should be provided incentives and bonuses on achieving the determined targets of revenue collection.
Hundred percent computerization in PTCL would be helpful to save the time and money and provision of quick services to its valued customers.
Human resource development is a key component in every organization; In PTCL this is not going well. So there is an immense need to improve this department.
Over employment is main and major problem in PTCL. Reduction / Right Sizing in over employment can give better results.
PTCL management should give more emphasis towards customer satisfaction, delight and retention.
PTCL higher management should adopt a uniform policy for every region.
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Finally, PTCL revenue is decreasing due to arrival of market competitors in the country, so the management should adopt special careful steps to face this competition environment. PTCL should immediately change its Finance upper level of hierarchy PTCL should also encourage the Billing On line system that each The system of E-PAYMENT which although exist in PTCL finance system but there is need of improvement this facility. The return on deposit should be checked accordingly. The cash generated from the operation must be utilized accordingly. Each Region should allocate the funds at its own level. PTCL should take the services of highly qualified financial analysts
SUGGESTIONS
1. Whole finance related offices should be interconnected. 2. Latest technology tools and modules should be used in all offices. 3. Employee should be updated with latest techniques related to finance. 4. Unique loaning policies should be implemented for all employees. 5. People working in Finance Department should be trained enough that they have computer knowledge. 6. Here should be proper training regarding computer skill so that they can update themselves according to the updates 7. Finance Department should be fully computerized. 8. There should be planned program for the training of the employees 9. All the finance offices should use the same format of transaction 10. Latest financial techniques and modules should use in these departments. 11. Trained staff should work in the finance department. 12. All Finance office should co-ordinate with other departments. 13. There should be proper Database management in finance department.
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14. There should be planned program for the loaning policies of employees.
13. CONCLUSION The Pakistan Telecommunication Limited plays a key role in the strategic national development. The bank has historically been the financial arm of the government and has enjoyed the blessings of state support in the form of huge public sector funds and deposits. The current management of Pakistan Telecommunication was hired purely for their international experience, business orientation to turn around a purely public institution into a sustainable and commercially viable telecom serving public interest along the lines of a large modern telecommunication companies The Pakistan Telecommunication has effective budgeting system in place. Annual budget of the company is approved by the Board and monthly comparisons of actual results with the budget are prepared and reviewed by the senior management. The Pakistan Telecommunication Limited has a comprehensive framework of written policies and procedures on all major areas of operations such as Credit, Treasury Operations, Finance, Internal audit and Compliance approved by the Board.
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BIBLIOGRAPHY
http://www.brecorder.com/br-research/44:miscellaneous/3518:ptcl-carries-the- momentum-forward/
http://app.com.pk/en_/index.php?option=com_content&task=view&id=47012
http://beta.dawn.com/news/746106/ptcl-plans-surplus-pool-for-inefficient- employees
www.slideshare.net/mehmoonarafaqat/ptcl-presentation
commerceplus.blogspot.com/2010/07/internship-report-on-ptcl.htm
careers.ptcl.com.pk
http://www.scribd.com/doc/62212053/Report-on-PTCL pest analysis
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