Professional Documents
Culture Documents
SUBMITTED BY:
ORGANIZATION:
PAKISTAN TELECOMMUNICATION LIMITED (PTCL)
0|P age
ACKNOWLEDGEMENT
First of all we would like to thanks to Allah on this occasion. We also want to show our gratitude to our loving parents and humble teachers who make us able to be at this position. We also thankful to Mr. Muhammad Ikram (Digital Engineer, Gujranwala Office) who help us in completion of this project and gives us useful information. Bundle of Thanks to our honorable teacher Mr. Syed Shabeer, who give us a chance to enhance our abilities and skills.
1|P age
EXECUTIVE SUMMARY
The goals of this project will be presented in this executive summary with summarized pieces of information about specific activities i.e. Training & Development regarding Human resource department of PTCL.
STATEMENT OF PURPOSE:
This project aim at presenting the studies of Human Resource Activities carried out in PTCL but the main focus is on Training & Development of employees working at the particular organization. PTCL is one of the biggest organizations in Pakistan and the main area in which this organization deals is providing valuable services to its customer regarding telephone services, mobile services, internet services, DSLs, and Information Technology prospective to the whole Pakistan within four provinces as well as Azad Jammu & Kashmir.
2|P age
INTRODUCTION:
Pakistan Telecommunication Company Limited (PTCL) is the largest telecommunication company in Pakistan. This company provides telephony services to the nation and still holds the status of backbone for country's telecommunication infrastructure despite arrival of other telecom giants like TELENOR, WARID, MOBILINK and China Mobile. The company consists of around 2000 telephone exchanges across country providing largest fixed line network. GSM, CDMA and Internet are other resources of PTCL, making it a gigantic organization. The Government of Pakistan sold 26% shares and control of the company to Etisalat in 2006. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public. PTCL is also part of the consortium of three major Submarine communication cable networks: SEA-ME-WE 3, SEA-ME-WE 4 and I-ME-WE. In addition to wire line operations, PTCL also provides fixed line service through its countrywide CDMA based WLL (Wireless Local Loop) network, under the VFONE brand name. In the cellular segment, the second largest cellular provider in Pakistan, UFONE, is also a wholly owned subsidiary of PTCL.
HISTORY:
From the beginnings of Posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, PTCL has been a major player in telecommunication in Pakistan. Despite having established a network of enormous size, PTCL workings and policies have attracted regular criticism from other smaller operators and the civil society of Pakistan. Pakistan Telecommunication Corporation (PTC) took over operations and functions from Pakistan Telephone and Telegraph Department under Pakistan
3|P age
PRIVATIZATION:
The Government of Pakistan in 1991, announced its plans to privatize PTCL, and in 1994 issued six million vouchers exchangeable into 600 million shares of the wouldbe 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 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 Pak Net respectively. None of the brands made it to the top slots in the respective competitions. Lately, however, U-FONE had increased its market share in the cellular sector. The Pak Net brand has effectively dissolved over the period of time. Recent DSL services launched by PTCL reflect this by the introduction of a new brand name and operation of the service being directly supervised by PTCL. Last Year, in middle of 2005 Government of Pakistan had decided to sell at least 26 percent of this company to some private agency. There were three participants in the bet for privatization of PTCL. ETISALAT, a Dubai based company was able to get the shares with a large margin in the bet. Last year when Government was going to privatize the company there was country wide protest and strike by PTCL workers. They even disrupted Phone lines of some big Government institutions like Punjab University Lahore and many lines of public sector were also blocked. Military had to take over the management of all the
4|P age
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 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
5|P age
CORE VALUES:
Professional Integrity Customer Satisfaction Teamwork Company Loyalty
PTCL SLOGAN:
FEEL THE DIFFERENCE is the new slogan of PTCL. They are now providing the most innovative and advanced technologies to their customers.
OBJECTIVES OF PTCL:
The primary objectives of Pakistan Telecommunication Company Limited are:
6|P age
The company has entered the domain of free market economy, which
necessitates the liberal management policies and private sector. The following basic policy steps have been taken to meet the o b j e c t i v e s laid in PTCL Act to expand and operate telecommunication s e r v i c e s i n t h e country.
The main objective of any company is to earn the profit and minimize
expenses by winning goodwill in the market.
SERVICES OF PTCL:
Pakistan Telecommunication Company Limited not only Provides Conventional telephone facilities, it also offers optical fiber services to the private sector. Basically PTCL divide their services into two parts.
7|P age
8|P age
HIERARCHY OF PTCL
9|P age
COMPETITORS:
10 | P a g e
PURPOSE OF HR SYSTEM:
The function of Human Resources departments is generally administrative and common to all organizations. Organizations may have formalized selection, evaluation, and payroll processes. Efficient and effective management of "Human Capital" progressed to an increasingly imperative and complex process. The HR function consists of tracking existing employee data which traditionally includes personal histories, skills, capabilities, accomplishments and salary. To reduce the manual workload of these administrative activities, organizations began to electronically automate many of these processes by introducing specialized Human Resource Management Systems. HR executives rely on internal or external IT professionals to develop and maintain an integrated HRMS. Before the client server architecture evolved in the late 1980s, many HR automation processes were relegated to mainframe computers that could handle large amounts of data
11 | P a g e
Payroll Work Time Benefits Administration HR management Information system Recruiting Training/Learning Management System Performance Record Employee Self-Service
HR STRATEGIES:
Customer oriented approach to retain customers loyalty Restructuring: inclusion of new corporate culture Retention of critical Human Resource Motivation of employees Preparation for WTO regime
12 | P a g e
HRM PLANNING:
Conduct job analysis and based on the outcomes of the job analysis, write job
descriptions.
Organizational restructuring and right sizing Design and implement a performance management system Provide current information regarding employees to be used in the decision
making process
Conduct HRM research with the aim of solving problems in the organization Integrated employee data management (HR MIS)
RECRUITMENT:
Fresh recruitment of professional are only being made in areas like:
Technical Human Resource (HR expert, HR Managers) Finance & Accounts Business development & marketing Information technology (IT Professionals)
13 | P a g e
EXTERNAL RECRUITMENT:
In this method PTCL recruit externally from the outside environment. For this method they use different modes to recruit the people. Few of the methods are as follows carried out in past as well as currently:
14 | P a g e
SELECTION:
The process of choosing from a pool of applicants the individual or individuals who best fit the selection criteria for a given position. PTCL has got very effective and efficient selection criteria.
15 | P a g e
Recruitment
(Advertising Job specification & Description)
Screening of applications
Test
Interview
Joining Letter
16 | P a g e
INTERVIEW METHODS:
The interview method depends on the situation and conditions but there are 3 types of interviews but two of them are and were in focus of PTCL while carrying out Selection. These three methods are:
STRUCTURED INTERVIEWS:
required potential of the candidates.
and predefined in order to check the skills, abilities, knowledge, behavior, and
UNSTRUCTURED INTERVIEWS:
predefined and preplanned but they are based on conditions and possibilities.
Purpose of the job Role and function Dimensions of job Annual operating budget of unit Number of clients served Number of directly reports Indirectly reports Specific accountabilities of the Job Job responsibility Achievements
Pakistan Telecommunication Company limited
17 | P a g e
18 | P a g e
T&D are committed towards transforming PTCL into a Hub of highly skilled
human capital that will prove to be a driving force in steering PTCL to its vision.
Urgent Training Needs Program Customer Care Initiative: HRD Plan for 2009-10: Training Incentive offered to VSS Optees Revamping Project of PTCL Training & Development by Etisalat Academy: Implementation of ERP system in T&D: PTCL Academy activities:
19 | P a g e Pakistan Telecommunication Company limited
T T I SUKKUR:
It is a training program for PTCL employees Land of T T I Sukkur acquired by PTCL Department Area of plot in Acres=30.5 Acres
The core faculty of the T T I Sukkur includes qualified trainer in various fields i.e. Administration, Computer and Information Technology, Digital Switching, Satellite Communication etc. to pace with latest research and development.
TEACHING STAFF:
The core faculty of the T T I Sukkur includes qualified trainer in various fields i.e. Administration, Computer and Information Technology, Digital Switching, Satellite Communication etc. to pace with latest research and development.
SYLLABUS:
The syllabus of courses issued under the author ity of the General Manager Telecom Training Region to full fill the requirement of the department, the program of trainees of two years Pre -Service has subdivided into two parts. 1. 2. Basic Course Specialized Courses
20 | P a g e
BASIC COURSES:
During the basic training the trainee is familiarized with the general practice skill and theoretical knowledge of his trade.
SPECIALIZED COURSES:
During the specialized training is trained in either external or internal telephone selectors. At the end of basic train ing the batch is split up for specialized training in accordance with the requirement of the department.
EXAMINATION:
After the basic training is finished the intermediate tests is taking to split up the trainees into two groups for the specialized traini ng and at the end of specialized training the trainee is given a final test.
CERTIFICATES:
The trainees are awarded certificates by the department after successfully the final examination.
TERMINATION OF TRAINING:
In case, a trainee who shows an un-satisfactory performance below 50% marks or involved in a serious disciplinary case the head of institution is authorized to terminate his training at any stage.
21 | P a g e
MISSION:
To provide a learning environment and tools to help our customers reach their full potential.
CORE VALUES:
Open and free exchange of information at all levels Continuous learning Learners are active participants in all aspects of the training process Search for innovative PEOPLE DEVELOPMENT solutions
ISLAMABAD Pakistan Telecommunication Company Limited (PTCL) Training and Development department arranged a one day HR Seminar, titled Maximizing Organizational Potential through Inclusive HR Practices at PTCL Academy Islamabad. PTCL Management views learning and development of employees as the most significant area in overall Human Resource Management function and thus has made it a strategic focus. Side by side the training campaigns for all tiers, a series of seminars on well thought off and diversified titles have been initiated
MOTIVATION:
PTCL has started an incentive program where it gives cash to its employees based on the number of phone and broadband installations per month. The amount is divided among CPE installers, line men, technicians etc. What is this monetary incentive? For the installation of 41 to 80 connections per month per CPE Installer, a line man gets Rs. 75. Over 80 connections will give the line man Rs. 125. To me, this does not sound much of an incentive. If PTCL has agreed in principle that an incentive is needed to motivate its employees then it might as well make it a reasonable one.
22 | P a g e
COMPENSATION:
It is a system in which an employee is rewarded on the effective and efficient required performance. PTCL has a very organized and effective compensation system according to the rules and regulations of Government of Pakistan. They are offering 30% more pay then other Government Organizations. The rewards, benefits, allowances that are offered by PTCL for its employees and workers as well as officers are as follows:
23 | P a g e
NON-FINANCIAL REWARDS:
Maintenance Employees car & motorcycle Pick & Drop Accommodation (17th21st Grade Officers). Company provides maintenance of =================== Busses are used for this purpose Own flats for lower staff (1 - 15th grade)
Colonies and Full furnished houses for high rank officers and Top management
24 | P a g e
Holiday
Earned Leaves
Casual Leaves
Maternity Leaves
120 days
MEDICAL BENEFITS:
PTCL also give medical benefits to its workers and employees. PTCL employees have free medical treatment. In all over Pakistan there are 38 dispensaries which are working and providing free treatments to PTCL employees. This benefit is also for the family members of the PTCL employees. After retirement too PTCL provide the medical benefits to its former employees. Employees from grade 1 to 16 are entitled for medical facility up to five years of the retirement. Employees in grade 17 and above have lifetime entitlement for the facility.
25 | P a g e
PERFORMANCE APPRAISAL:
To measure the performance there are few methods and standards and benchmarks, which an organization have to follow, in the case of PTCL too. Their main objectives are as follows:
Improvement in Performance Effectiveness, Efficiency, Productivity, Motivation Pay and Benefit Adjustments Training & Development Needs Career Planning & Development with Personal and Employee
Development
RATING SCALE:
The rating scale method offers a high degree of structure for appraisals. Each employee trait or characteristic is rated on a bipolar scale that usually has several points ranging from "poor" to "excellent" (or some similar arrangement). The traits assessed on these scales include employee attributes such as cooperation, communications ability, initiative, punctuality and technical (work skills)
competence. The nature and scope of the traits selected for inclusion is limited only by the imagination of the scale's designer, or by the organization's need to know.
26 | P a g e
There is a lack of balance in incentives given to old and new employees. New
employees are paid more which de-motivates the old ones.
Lack of proper computer skills in old employees is another problem. System problems do arise at times and customers have to wait for the system
to work properly.
Some employees misuse the resources of the company. Employees were not very effective in communication among themselves.
They didnt share the experience with each other and didnt care about the other employees. Some employees lacked the trust in management.
Regularity and punctuality shows the character of big and good executives.
But this problem is also faced by the overconfident employees
27 | P a g e
Over all the company still behaves as monopoly, the attitude of PTCL
management is not fair with employees and public.
28 | P a g e
Q.1 whats your Selection process? Ans: We use a standard selection process which starts from the job advertisement, scrutiny of applications, test, interview and joining letter are part of this process. Q.2 Is there any training PTCL offer to its employees? Ans: PTCL gives training to its employees after joining the PTCL, so that they know that what will be their work and perform it accurately. This training is on the job training. Q.3 Is there any continues training program in the PTCL? Ans: PTCL normally dont use the continues training technique. But if there is any improvement in the technology then PTCL give training to its employees to better adopt and manage this. It also send the selected one to get the training from foreign country. The example of DSL and Ufone is there in this regard. Q.4 What is the environment of PTCL? Ans: The environment of PTCL is very good. The employees are very co-operative to each other.
29 | P a g e
30 | P a g e
31 | P a g e
CONCLUSION
Overall PTCL still behaves as a monopoly it has to change its attitude. Good Management Information system can play a vital role in building infrastructure of telecommunication in Pakistan. There is need to realize the importance of management information system in mind of PTCLs employees and to train them according to emerging technologies in the world. There is need of improvement like at operational level PTCL is using partially OAS (Office automation system); the use word processing is in a limit, because PTCL ground level labors are not educated as well as supervisor level employees. After getting all the desired information and critically analyzing the organization we like to recommend and conclude our thinking and findings in following points.
32 | P a g e
Staffing will have to be on Merit and Fair rather than on Personnel links and
unfair means.
Along with the domestic Trainers, PTCL will have to hire External Trainers
from France, Germany, China, and Switzerland so that they will able to train their employees in Pakistan on International standards and with modern Education and Technology.
There are only 38 dispensaries for 56,000 PTCL employees all over the
Pakistan that is less so they will have to increase the number of Dispensaries
After getting training the employees should be on the right place for which
they were trained for.
_______________________________________________________________________ _______________________________________________________________________
33 | P a g e