1

CHAPTER NO 01 Pakistan Telecommunication Company Limited (PTCL)

1.1 Background of the Study

Pakistan Telecommunication Company Limited (PTCL) is a mega corporation and a leading telecommunication authority in the State of Pakistan. PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million V-fone customers. The corporation provides and enforces policies for the telephonic services nation-wide and is the backbone for country's telecommunication infrastructure despite arrival of a dozen other

telecommunication corporations, including Telenor Corps and China Mobile Ltd. The corporation managed and operates around ~2000 telephone exchanges across the country, providing the largest fixed line network. Data and backbone services such as GSM, Broadband Internet, wholesale are an increasing part of its business. (www.ptcl.org.com) Originally one of the state-owned corporations (SOEs), the share holding of the PTCL has been reduced to ~62%, when 26% of shares and control was sold to Etisalat Telecommunications and the remaining 12% to the general public in 2006 under an intensified privatization program of Prime minister Shaukat Aziz. However, the 62% shares are still remains under the management of government-ownership of state-owned corporations (SOEs) of Pakistan. The company maintains a leading position in Pakistan as an infrastructure provider to other telecom operators and corporate customers of the country. (ptcl.com.pk)

HR Practices at PTCL

By UZAIR KHAN

1.2 Literature Review

HRM practices Refers to organizational activities directed at managing the pool of human resources and ensuring that the resources is employed towards the fulfillment of organizational goals ( Wright & Snell, 1991). Some main function of HRM is recruitment, selection, training and development. Trainers and performance improvement specialists should be central players in knowledge management. Yet, theyre conspicuously absent in many formal initiatives (Bassi, 1997). All companies are guilty of sheep dipping at some point or another. This is the kind of mentality that says all employees need this program and everyone is put through one big program (when its convenient to schedule, of course). This type of training has little to do with performance or specific skills needed right this minute to do a specific job task (Reinhart, 1997). The definition of recruitment is The process of seeking and attracting a pool of qualified applicants from which candidates for job vacancies can be selected (Stone, 2005) Selection is The process of choosing from a group of applicants the best qualified candidate (Stone, 2005, p. 868). Barney (1991) argued that organizations may not obtain the maximum utility from their employees because the employees are not contributing to their fullest potential. It was argued that organizations, through the effects of their HRM practices could maximize the knowledge, skills, and abilities of employees. The focus of the overall body of research, then, is to examine the contributions of HRM policies and practices to the performance of the organizations. Jackson, Schuler and Rivero (1989) examined the effects of HRM systems on organizational financial performance through a behavioral approach. They found that it is essential for organizational viability that HRM systems provide the capabilities for firms to acquire, develop, motivate and retain employees who will enhance organizational effectiveness.

1.3

Purpose of the Report

The purpose of this report is To increase my knowledge and experience about HRM practices.
By UZAIR KHAN

HR Practices at PTCL

To get the degree of BBA(hons). To develop relationship between industry and academic.

1.4 Statement of Research Problem /Area of Focus

To analyze and investigate the HRM practices at PTCL i.e. recruitment, selection, training and development.

1.5 Significance of Internship Report:

Training and development play a vital and significant role in HR. Human Resource Training and Development is a process for developing individual skills and effectiveness. Individual effectiveness, in terms of skills, knowledge and attitude, is one of the essential building blocks towards achievement of the wider goal of improved organizational efficiency and effectiveness.. In the context of ongoing change process at PTCL the role of Training & Development function has gained even more significance to change the mindset of the employees and their approach towards the company and the customer. From a practical perspective, the findings of this study will be useful to top management and HRM managers and practitioners to design their HRM practices within a strategic condition at the micro or macro organizational level in order to improve firm performance.

1.6 Objectives of Internship Report

Specifically, this study is intended to achieve the following objectives: To identify and examine the extent of HRM practices in the PTCL To investigate the impact of HRM practices. To examine and develop relationship between industry and academic. Identify the major purposes of recruitment and selection, as well as the key internal and external influences on firm.

HR Practices at PTCL

By UZAIR KHAN

Outline and explain the training and development practices and processes including the assessment of training needs, an outline of training methods, and the processes of monitoring and evaluating the plan.

1.7 Research Methodology:

The method for data collection is a central theme of the study. No study is completed without using the scientific and systematic ways to get latest knowledge about the study. So the methodology for data collection is based on traditional categories i.e. i. ii. Primary data Secondary data

In Primary data was collected through: 1. Personal observation 2. Briefing and discussion with officers of different department 3. Unstructured interviews 4. Questionnaire Secondary data was collected using the following sources: 1. Previous Annual reports 2. Inter organization office memos 3. Working manuals 4. News papers and magazines 5. Internet sources 6. Literature review

Population
PTCL, being the largest organization in Telecommunication sector in Pakistan. The population which I selected for research is PTCL Peshawar branch (on mall Road).

Sample Size
The sample size of my research report is Total questionnaire of questionnaire is 25.
HR Practices at PTCL By UZAIR KHAN

Respondent questionnaire out of 25 is 22.

1.8 Limitation of Research Report

PTCL, being the largest organization in Telecommunication sector in Pakistan, is very difficult to analyze and cover all its departments in a limited time of two months. Nevertheless, the requirement to specialize in one particular aspect of the organization (Human Resource Management) made the study beneficial and an improved one. Thus the time factor becomes a limitation of this study. Another limitation of this study is the lack of the information and no job description of Human Resource Management department. However an analysis of the organization as a whole, based on some reports, observation, questionnaire and interview is done. As PTCL is the lone Telecomm service provider in Pakistan, it is impossible to do a comparative analysis. In spite of the above-mentioned problems, I tried my best to overcome all these limitations and shortcomings and provide unbiased information of the organization to make my research of academic significance.

1.9 Outline PTCL of the Research Report

The whole research report is consist of three sections which is given below

1.9.1 Section 1
Introduction of Pakistan Telecommunication Limited (PTCL)

1.9.2 Section-II
Analysis and Finding

1.9.3 Section-III
Conclusion and Recommendation

HR Practices at PTCL

By UZAIR KHAN

REFERENCES
1. Bassi. L. (1997). Harnessing the Power of Intellectual Capital. Training and Development, 51(12), 25 2. Jackson, Schuler and Rivero (1989). Effect of HRM. Human Resource Management. P49. London. 3. Koontz, Henz. (1984). Training definition. Management. New York McGraw-Hill Book Co, 1984 4. PTCL (2011),Introduction , Annual Report, Retrieved from http:/www.ptcl.org.com.pk 20 August 2012 5. PTCL(2011),Introduction http:/www.ptcl.org.com. 6. Reinhart. (1997). No More Sheep Dipping. Training and Development, p 51 ed.3, 7. Stone, R. (2005). Recruitment Definition. Human resource management. P134. Ed 9.Sidney. 8. Wright & Snell, (1991).HRM Definition, Human Resource Management, p5 ed.7 New York. of Company Profile, Annual Report, Retrieved from

HR Practices at PTCL

By UZAIR KHAN

CHAPTER NO 02

INTRODUCTION OF PTCL
2.1 Introduction of PTCL
Pakistan Telecommunication Company Limited (PTCL) is a mega corporation and a leading telecommunication authority in the State of Pakistan. PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million V-fone customers. The corporation provides and enforces policies for the telephonic services nation-wide and is the backbone for country's telecommunication infrastructure despite arrival of a dozen other telecommunication corporations, including Telenor Corps and China Mobile Ltd. The corporation managed and operates around ~2000 telephone exchanges across the country, providing the largest fixed line network. Data and backbone services such as GSM, Broadband Internet, wholesale are an increasing part of its business. (www.ptcl.org.com) Originally one of the state-owned corporations (SOEs), the share holding of the PTCL has been reduced to ~62%, when 26% of shares and control was sold to Etisalat Telecommunications and the remaining 12% to the general public in 2006 under an intensified privatization program of Prime minister Shaukat Aziz. However, the 62% shares are still remains under the management of government-ownership of state-owned corporations (SOEs) of Pakistan.

The company maintains a leading position in Pakistan as an infrastructure provider to other telecom operators and corporate customers of the country. (ptcl.com.pk)

2.2 Vision Mission and Core Values

Vision
To be the leading Information and Communication Technology Service Provider in the region by achieving customer satisfaction and maximizing shareholders' value'.

HR Practices at PTCL

By UZAIR KHAN

Mission
To achieve our vision by having: An organizational environment that fosters professionalism, motivation and quality 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

Core Values
Professional Integrity Customer Satisfaction Teamwork Company Loyalty

2.3 Corporate Information

Management Walid Irshaid President & Chief Executive Officer Muhammad Nehmatullah Toor SEVP (Finance) / Chief Financial Officer (CFO) Syed Mazhar Hussain SEVP (Admin & Procurement / Human Resource) Sikandar naqi SEVP (Corporate Development) Naveed Saeed SEVP (Commercial) Muhammad Nasrullah Chief Technical Officer (CTO)
HR Practices at PTCL By UZAIR KHAN

Hamid Farooq SEVP (Business Development) Furqan habib Qureshi SeVP (Business Zone South) jamal Abdalla Salim Hussain Al Suwaidi SeVP (Business Zone Central) Jamil Khwaja SeVP (Special Projects) Ahsan Aziz Acting Chief Information Officer (CIO)

Company Secretary Legal Affairs Zahida Awan (PTCL Annual report 2011) Farah Qamar

2.4 President's Message

As we have pledged and committed in previous years, PTCL continues to position itself as the market leader and the catalyst for change in the telecom industry of Pakistan. During the year, we managed to maintain our profitability growth despite facing many challenges. Earnings per share improved compared to last year. In fact this year, ended 30th June, 2010 has been quite exciting, eventful and monumental.

I am pleased to report that we remained focused on our strategy of positioning PTCL as the leading integrated telecom company in Pakistan providing multiple solutions to the business and household market segments and extending vital services to other telecom operators in Pakistan.

This year has witnessed the consolidation of PTCL as a market leader for broadband services whereby we have expanded the footprints of our DSL services to more than 1000 cities and towns providing connectivity of speeds ranging from 1-10 Mbps. This comes with the realizing

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that broadband services are now a necessity and remains our mission and mandate to take this service into every household in Pakistan.

We also continued to expand the coverage of our wireless broadband ensuring that customer have access to seamless services and coverage through national roaming across major cities. Our flagship product EVO has gained significant attraction and popularity with its user- friendly and plug and play feature as seen from a consistent and high subscription. Our recent launch of EVO Nitro will give an exciting experience to our customers at a much higher speed of up to 9.3 Mbps. PTCL is the first operator in the world to launch this high speed wireless product commercially and remains the single operator to offer true 3G high speed internet services across major cities of Pakistan. In order for users to enjoy higher speed internet connectivity along with real value for money, we have had to enhance and augment all portions of our network which has now been duly completed.

PTCL is the only company today which operates the largest international IP bandwidth connecting Pakistan with the rest of the world and I am pleased to announce the inauguration for the 3rd International Submarine Cable (IMEWE), we shall commence commercial services shortly. This new cable will not only bring more capacity and reliable connectivity to the country but it will also provide backup to SEA-ME-WE-3 and SEA-ME-WE-4 ensuring that Pakistan remains connected to the information highways of the world.

For our corporate customers, this year has also witnessed exciting developments whereby PTCL signed contracts with major banks in Pakistan to provide total connectivity and solutions covering hundreds of branches spread throughout the country. We have also educational institutions offering high speed internet accesses to the students all across Pakistan. Additionally, PTCL has introduced new services intended to serve the business community the Data Centers in Karachi and Lahore have been constructed according to the highest standards and certifications ensuring continuous and secure operations for data hosting operations. Telepresence studios have been launch to high quality audio visual conferencing facilities
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between major cities in Pakistan. To facilitate end to end managed services we have established two international Points of Presence (PoP) in Singapore and in Amsterdam providing managed VPN services to cooperate customers. PTCL remains the carriers carrier of choice for many operators in Pakistan and we continue to offer vital bandwidth services to innumerable licensed operators in the country using fibre optic satellite services covering all parts of Pakistan.

At PTCL, we remain highly conscious of the fact that our success and growth can only come from satisfied customers. It remains our challenge to provide friendly, seamless and prompt customer service. To this end, we endeavored to embark on several projects intended to bring PTCL closer to its customers. We continued to refine our processes and systems and to provide training to all our representatives in the field or in our various customer contact shops to ensure swift and timely response. Our emphasis has been on shortening cycles for service provision, facilitating bill payments and making our services readily available to our customers through wider distribution points. We realize that customer satisfaction is a continuous, never ending process and we shall continue with our efforts to interact with our customers to ensure that the services we roll out measure to their full expectation and satisfaction.

With our multiple and dynamic products and services, our robust, resilient and agile network and our sound financial situation, we strongly believe that PTCL is poised to grow and remain the leading and dominant integrated telecom service provider of choice for customers throughout Pakistan.

I take this opportunity to thank the Government, Etisalat Group, Board of Directors and all my fellow colleagues for their continued patronage, guidance and support.

Best Wishes Walid Irshaid President & CEO

HR Practices at PTCL

(PTCL Annual report 2012)

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2.5

PTCL CURRENT PERSONNEL ASSESSMENT

2.5.1 Number of Employees:

The number of employees comes to 64,097 in June 2003 as compared to 52127 in June 2000. This shows that despite the ban on recruitment there has been an approximate increase of 2% in the manpower of Maintenance region only.

Table-2.1
Sr. 1 2. 3. 4. 5. 6. 7. 8. 9. Total

Sanctioned Posts of Maintenance Region

June-2000 12112 4075 3638 6263 3781 5764 5801 7251 3442 52127 June-2001 12808 4180 3747 6373 3923 5887 5893 7357 3538 53613 Dec-2002 14245 4265 3686 5446 3424 6563 6134 7533 3787 54989 June-2003 14249 4269 3689 5426 3426 6569 6138 7542 3789 55002

Name of Region C.T.R. Lahore F.T.R. Faisalabad I.T.R Islamabad K.T.R-1, Karachi K.T.R-II, Karachi L.T.R-I Lahore N.T.R. Peshawar S.T.R. Karachi W.T.R. Quetta

SOURCE:

Human Resource Management & Planning Wing PTCL Headquarters, Islamabad

The Senior Executives agree that a large number of personnel employed in PTCL could be surplus to its requirements if measured against the laid down staff standards. It is their opinion that approximately the same number would stand redundant if proper utilization of Human Resources was exercised. In short, in departments where redundancy occurs, manning levels could be reduced which consequently would increase profitability.

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2.5.2 Age and Seniority Level

The number of employees according to their Age and Seniority groups is indicated as follows:

Table-2.2
Sr. 1 2. 3. 4. Total Age 18-30 31-40 41-50 51-60

Employees by Age & Seniority

Year of Service 1-10 14022 9423 2974 1656 28075 11-20 2828 9196 2391 197 14612 21-30 3735 3510 5994 1154 14393 31+ 34 35 1325 3950 5343 20619 22164 12850 6750 62383 Total

SOURCE:

Human Resource Management & Planning Wing PTCL Headquarters, Islamabad

The validity of the data provided by PTCL is inconsistent. For example, in the age group of 18-30 thirty-four employees are shown to have a service span of 31 or more years. Similar discrepancies have crept into other age groups making the reliability of this data very dubious.

From PTCL's perspective this data also indicates that about 34% of its work force falls under the 30 years or less age group. This will perhaps be the group on which PTCL should concentrate for retaining and 'investing' as the work force of the future.

2.5.3 Competency and Educational Level PTCL currently follows a 24 grades system for its 241 positions or designations. The grading system is the same that used by federal government with Basic Pay Scale starting form 1 and ending at 22. There are four categories of employees. They are classified as full time, part time, temporary and contract staff. The Break-up of the existing work force by education is given in Table-4 below.
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Table-2.3

PTCL Education Level

Sr 1. 2. 3. 4. 5.

Percentage 20% 26% 20% 27% 09%

Educational Level Up to Middle Grade (08) Up to Matric Grade (10) Up to Intermediate Grade (12) Up to Graduates B.A, B.Sc Post Graduates M.A M.S and above

Number Employees 10929 14207 12519 17540 4530

of

SOURCE:

Human Resource Management & Planning Wing PTCL Headquarters, Islamabad

66% of the work force has educational level equivalent to Grade 12 or less. Given the poor quality of education in Pakistan, this composition does not bode well for the future of PTCL especially in terms of skills and knowledge required for operating a modern telecom company today.

It is alarming to note that in a highly technical organization the number of employees having post graduate qualification is only 6%, while it is more than 20% in other developed countries.

2.6 Support Functions

In order to ensure that your Company continues to achieve sustained growth in its business of providing various voice and data products and services based upon latest technologies, it is imperative that support functions not only comprise of best available human and technical resources but their performance remain at optimum level through use of excellent business practices and procedures.
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The succeeding paragraphs summarize performance of various support functions during the year under review.

a. Network Infrastructure
Besides augmenting the network elements specific to various product segments as detailed in preceding paragraphs, particular attention was placed during the year to overhaul and upgrade the Access network throughout the country by undertaking network rehabilitation Campaign. The sole objective of the campaign was to improve quality of delivered service to meet desired levels of customer satisfaction. As a result of the continued efforts in this regard, two million copper lines in existing network were successfully made Broadband Enabled under the initiative named rehabilitation of Copper network. With improved quality, these lines are now capable to deliver higher bandwidth over longer distances thus helping enhanced DSL broadband penetration. This project not only helped to reduce customer complaints but was also instrumental in clearing pending DSL broadband installation in rehabilitated areas. To ensure network availability in the country during long hours of commercial power load shedding, detailed inspection of power plants and air-conditioning systems at 6,000 sites across the PTCL network was carried out. Accordingly, preventive / corrective maintenance activities as and when needed were undertaken thus ensuring availability of fuel for DG sets, optimizing battery backup and streamlining manpower support. As a result, the availability time of network increased considerably.

b. Information Technology
During the year, IP based solution for contact centers (IPCC) to manage customer complaints more efficiently was deployed in all the locations. Likewise, application of Customer Relationship Management (CRM) providing 360 view of relations with individual customers was also implemented across the country covering all operational regions with the focus of ensuring delivery of quality service to our esteemed customers across the board. The CRM is integrated with IPCC thus enabling instant recording and timely rectification of faults to the satisfaction of subscribers. Similarly, consolidation of various customers interaction points for Corporate and Wireless segments is also in progress.
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The strength of your Company in information technology (IT) was instrumental in speedier launch of various new packages, promotions and services in line with the commercial needs. Besides, applications like SmS updates for customers complaints; on-line real-time update of bill collection over banks counter; automated service provisioning and billing for corporate customers; workflow for changing faulty dSL ports; VmS (Voice Messaging Services) platform facilitating launch of VMS services with automated solution and IPTV restoration services were successfully developed and implemented. Also, billing cycle process was further reduced to facilitate earlier delivery of bills to our customers.

c. Human Resource Development

During the year under review, performance based evaluation of employees was continued thus strengthening the culture of linking compensation with performance. Towards this end, extensive training was imparted to employees to evaluate the performance in objective manner. Online Job descriptions and KPIs (Key Performance Indicators) were made available to the management employees who helped them to perform better through increased understanding of their own responsibilities as well as those of their subordinates. Skill assessment of corporate sales staff was carried out identifying the areas of improvement thus equipping the concerned staff with latest available skill sets to carry out their responsibilities effectively. Similarly, training need analysis of OSS (One Stop Shop) staff was also undertaken to improve service delivery. An Annual Training Calendar for management staff was introduced which facilitated comprehensive training programs not only to enhance skill sets but also to create awareness of the challenges and opportunities in the business. For non-management staff, soft skills training programs were undertaken to improve the behavior thus enriching relationships with internal and external customers. Commercial function and allied responsibilities were thoroughly restructured with the objective to facilitate service delivery to the customers by regional management as their prime responsibility.
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d. Market Communication
During the year, PTCL maintained noteworthy presence in both electronic and print media promoting and creating awareness about the brands and its products and services at competitive rates. There was 30% increase of PTCLs presence in electronic media whereas brand activation initiatives increased by almost 100%. As a result, a dynamic corporate image of your Company is constantly portrayed. For the third consecutive year, PTCL was rated among the top two companies in the print and electronic media by Aurora, a Dawn Media Group Publication on Ideas and marketing Approaches, based on data provided by Gallup, Pakistan.

e. Customer Care
During the year, customer facilitation was further improved by simplifying customer related processes with easy access provided to customers at all touch points i.e. Web, Walk-in channels, Phone-in channels and Knock-in channels. As a result of concentrated efforts involving all the stakeholders, provisioning time was improved by 50% for PSTN and Broadband services. A performance evaluation and appreciation program viz. Region of the Month was introduced based upon a Customer Care Score Card taking into account related KPIs regularly published on monthly basis. Flagship One Stop Shops (OSS) are being upgraded as model Sales and Customer Care Centers in major cities across the country. This will result in better visibility, improved facilities, service quality benchmarks and standardized layouts. Initially nineteen (19) locations are selected nationwide. Pilot run was successfully completed in Islamabad. Extensive training is being imparted to all OSS staff, with access to KBS (Knowledge Based System), installed Q-matic machines and I-Sentry solutions (at selected locations) that has improved OSS customer experience many fold.

f. Regulatory Affairs
Besides continuing to implement already-obtained contracts under Universal Service Fund (USF) scheme of Government of Pakistan (GoP), PTCL won two more such projects during the year. First relates to basic telephony provisioning in un-served and under-served areas of mastung, noshki and Ziarat districts of Baluchistan whereas the second encompasses broadband services in Sukkur Telecom region
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g. Quality Assurance During the year, three more PTCL sites relating to customer care were ISO certified after detailed compliance audit by the certification body. Surveillance audit of certain sites which achieved ISO certification in prior years was also conducted by the certification body and, as a result, the ISO certification was allowed to be continued. Your Company strives to ensure continuous delivery of quality services to its customers. Towards this end, all the facets involved in provisioning of products and services are thoroughly checked for quality aspects. Key performance indicators (KPIs) relating to operations of all network elements, be it Access network, Switching network or Transmission network, are constantly reviewed and improved. As a result of the continuous vigilance, two million copper lines were made broadband enabled during the year thus increasing the capacity using internal resources. Similarly, all the processes involved in implementation and operation of newlyintroduced application of Customer Relationship Management (CRM) to further facilitate the provisioning and fault rectification in an efficient manner were thoroughly reviewed to comply with respective standards before its launch.

h. Procurement
With the transition from voice-centric to data-oriented products and services as well as reducing prices in the wake of competition, PTCL successfully met the challenge in a cost-effective manner through timely diversification in the network elements and making the products and services based upon latest technology readily available to its customers at affordable prices. For this purpose, your Company has developed an efficient structure encompassing all the operational areas throughout the country. major elements of this structure are stores located in all the regions, establishment of data-bases comprising of information relating to latest network and products and automated processes facilitating timely availability of required inputs in line with the commercial and operational requirements. Further, synergies have been developed with other group companies to keep abreast of the latest trends and accordingly making procurement at optimum costs.

i. Synergy
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With the aim to continuously reduce the costs and achieve higher revenues, your Company has embarked on initiatives with its subsidiaries and other group companies. Through these initiatives, resources are combined where feasible, examples of which are collocations, joint contact centers, shared procurement policies, technological standardization and training and development of human resources. Once the envisaged 3G auction process is completed by the Government, PTCL intends to further strengthen synergy initiatives among group companies especially in the areas covering backhauling and transmission networks using PTCLs potency in this regard.

Organizational Chart:
An organizational chart is graphical representation of the organizational Structure. Each box in the chart represents a position with in the organization and each line indicates the nature of relationships among different positions. An organization chart of PTCL is shown in fig-3.1 keeping in view the organizational chart greater delegation of authority is possible to the different levels of management. According to organizational chart chairman is the chief executive officer under which there is four members, (Member Admin, Member Finance, Member Technical and Member operation). The company Secretary, G.M NSS, and G.M Internal Audit are directly responsible to the Chairman under member (Admin). There are four Chief Engineers, Four General Managers and one legal advisor, under Member Finance. There are two Director Generals, two General Managers, and one Chief accounts officer. Under Member Technical there is one MD (TIP) one MD CTI, one MD TF, one D.G (Dev) and one D.G (SBP). Under D.G (Dev) there are 4 Chief Engineers and eight General Managers. While under D.G (SBP) there are five Chief Engineers and 3 General Managers. Under the jurisdiction of Member Operation there are two D.G overseas, North and South. D.G (O) North control two Chief Engineers, Twelve General Managers with various functions. Under D.G (O) south there is one Chief Engineer (M&O) and six General Managers. At the PTCL Headquarter Islamabad there are 16 Chief Engineers, 12 G.Ms, 45 Directors, 23 Dy-Chief Engineer, 4 Dy-General Managers. The rest of Departmentation has been done on regional basis headed by 31 General Managers. The regions are furthers subdivided in to

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different zones headed by directors. Each zone is further subdivided into divisions and sub division.(Annual Report 2010)

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Fig 2.1 Organization chart

G.M (I/AUDIT)

G.M N.S.S

CHAIRMAN & C.E.O

Company Secretary

Member (ADMIN)

Member Finance

Member Technical

Member (Operation)

C.E RRR C.E S&E G.M

(ADMIN)

C.E
HRM &P

D.G Finance

D.G (DEV) C.E (DE V)

D.G M.D TIP M.D CTI MD (TF)

SBP & SP

C.E (Coord) G.M (T&T) G.M (PR)

D.G (Acctts) G.M (T & R) G.M (F.P) C.A.O

C.E PLG C.E (PSP ) C.E (SED ) G.M

CATV & M

D.G (O) North C.E

M&O 1&II North

D.G (O) South C.E

M&O 1&II South

C.E proc G.M

DSR&D

G.M
Telecomm unication Soth Zaone 11 Nos

G.M
Telecomm South Zone 5 Nos

G.M (I&I) LEGA L

(Advisor)

G.M (OF C) G.M (BTP ) G.M (T.D) C.E (BTP ) C.E (QAID ) G.M Dev: 4

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

G.M OFC
Mntc

G.M
STR-IV S&T KR

C.E
Inspecto r Telecom m

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Introduction to HRM department

The HR Wing of PTCL (Telephone House) is located on the Mall Road Peshawar Cantonment. The HR Wing is composed of six branches which are 1) Welfare Branch 2) Personal Branch 3) Staff Branch 4) Legal Branch 5) Exam Branch 6) Dispatch Branch

Function of the HR Wing

The following functions are performed by different branches of the HR wing of PTCL. 1. Welfare Branch
The incharged of this Qazi Abrar they give us information which is given below The PTCL provide medical facilities to employees They give education grant, marriage grant to employees Also give benevolent fund charges to employees and burial charges to employees in service death. Also provide employees uniform etc.

2. Personnel Branch
The function of this branch is

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Prepares ACR (Annual Confidential Report) on the basis of which it does promotion and demotion of employees. Transfer and posting of employees also occurs in this department.(Mohammad Asif)

3. Staff Branch
This only deals with staff matters. (Lal sher)

4. Legal Branch
This only deals with the legal issues of the whole department. Legal issue means court cases. All organization either it is within organization or outside organization. (Mohammad Shafi)

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Chapter No 03 Analysis and Finding 3.1 Analysis

The analysis of data from questionnaire is given below in detail i.e. every part 1. Marital Status:
20 15 10 5 0 married unmarried

Graph 3.1 shows marital statuses of employees Sources: Questionnaire Vertical line show numbers of employees in which 17 are married and unmarried are 5.

2.

How long have you been working with PTCL?

10 8 6 4 2 0 1----5 6---10 11---15 16--20

Graph 3.2 shows work experience of the employees Sources: Questionnaire

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Vertical line show numbers of employees experience in which 1---5 years experience are 6---10 years experience are 9, 11---15 years experience are 7 and 16----20 years experience are 2 persons 3. Are you aware of any training program in PTCL?

18 16 14 12 10 8 6 4 2 0 Yes No Graph show awareness about training

Graph3.3 Sources: Questionnaire

Vertical line show numbers of employees awareness about training program.16 person say that they are aware of training program while other 6 person are unaware. 4. Educational background

Sr.no Educational Level 1. 2. 3. 4. 5. Up to Middle Grade (08) Up to Matric Grade (10) Up to Intermediate Grade (12) Up to Graduates B.A, B.Sc Post Graduates M.A M.S and above Sources: Questionnaire

Number of Employees
0

4 5 9 4

Table3.1 shows education background of PTCL employees.

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5. Have you had any form of training since you joined PTCL?
20 15 10 5 0 YES NO 15 says Yes 7 says NO

Graph 3.4 shows training experience of employees Sources: Questionnaire

6. If you answered yes to question 6, how long ago?

14 12 10 8 6 4 2 0 1 to 3 moths 4 to 6 month 7 to 9 months 9 months No training and above

6 says 1 to 3 3 says 4 to 6 1 says 7 to 9 12 say no training

Graph 3.5 shows experience age of employees Sources: Questionnaire

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7.

How many programs are held in PTCL annually (per year)?

16 14 12 10 8 6 4 2 0 one two Three four

14 say one time 5 say two time 3 say 3 time zoro say 4 times

Graph 3.6 shows training program held annually per annually Sources: Questionnaire 8. What methods were used for the facilitation?

9 8 7 6 5 4 3 2 1 0

5 person say seminar 6 person say on the jod 3 persons say understudy 8 persons say formal lecture

Graph 3.7 show method used for training Sources: Questionnaire

9.

Are you motivated by and satisfied with the training program of PTCL ? Graph 3.8 show motivation and satisfaction level of employees

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13 12 11 10 9 YES NO 10 say yes 12 person say no

Sources: Questionnaire

10. In your opinion, do you think training has helped improve your performance since you joined PTCL ?
16 14 12 10 8 6 4 2 0 YES NO 15 SAY YES 7say no

Graph 3.9 show improvement of employees Sources: Questionnaire 11. Duties and responsibilities are clearly defined in PTCL.
20 15 10 5 0 19 say Yes 3 say no

Graph 3.10

AGREE

DISAGREE

Sources: Questionnaire

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12. .

PTCL tries to hire people with specialized skills.

15 10 14 are agree 5 0 Agree Disagree 8 are disagree

Graph 3.11 show hire nature of PTCL Sources: Questionnaire

13.

PTCL tries to hire people with creative thinking skills.

14 12 10 8 6 4 2 0

13 are agree 9 are dis agree

Graph 3.12

Agree

disagree

Sources: Questionnaire 14. Recruiting and selecting process is appropriately fit with the jobs.
12.5 12 11.5 11 10.5 10 9.5 9 agree disagree

10 persons are agree 12 are disagree

Graph 3.13 shows recruitment and selection nature at PTCL Sources: Questionnaire
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15. . PTCL prefers to promote internally (as opposed to external) when filling vacant position.
13.5 13 12.5 12 11.5 11 10.5 10 Agree Disagree 11 are agree 13 are dis agree

Graph 3.14 show prefer to promote internal employees in case of filling vacancies Sources: Questionnaire

16. PTCL tries to hire people according to merit.

Hiring

35 % person are agree 65 % are Disagree

Graph 3.15 show hire on merit system Sources: Questionnaire survey

17. Does government interferer in hiring. Graph3.15 shows government interference in hiring

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20 15 10 5 0 YES NO 17 SAY YES 5 say NO

Sources: Questionnaire survey

18. All the training programmes run by organization are of high quality. Graph 3.16 Shows quality of training programmes

training programmes run by organization are of high quality

11 are Agree 11 Aare Disagree

Sources: Questionnaire survey 19. Performance feedback is regularly provided by management Graph 3.17 show performance feedback at PTCL
20 15 10 5 0 Agree Disagree 17 are agree 5 are disagree

Sources: Questionnaire survey

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20. Are you satisfied with your performance appraisal result? Graph 3.18 shows satisfaction with performance appraisal result
20 15 10 5 0 YES NO 4 are agree 18 are Disagree

Sources: Questionnaire 21. Top management is participative with decision making. Graph 3.19 participative of Top management in decision making
20 15 10 5 0 Agree Disagree 7 are agree 15 are disagree

Sources: Questionnaire

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22. . Employees are committed to their work performance. Graph 3.20 committement of employees to their work performance
12.5 12 11.5 11 10.5 10 9.5 9 Agree Disagree

12 are agree 10 are disagree

Sources: Questionnaire

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Findings
Some findings are presented below after analysis of data i.e. from above graph and data. In PTCL duties and responsibilities are clearly define. Creative and high skillful people are selected. Selection and hiring mostly done without merit. As PTCL is government organization so due to this reason PTCL has large assets and revenue. Qualification level of staff employees is less than from other private telecommunication companies. High qualified and IT staff is necessary. Training program is constantly done in PTCL. From the above data I get the information that less training program is arrange. During training mostly on-the-job and formal lecturer method is done Training programs are mostly run by high quality management. Government interference and policies affected the organization operation. Mostly misuse of management occurs. Performance feedback is regularly done but only HR manager do it. Employees are not satisfied from performance appraisal because it is done by HR manager and employees do not know any information about it. By privatization of PTCL, employees are fully committed to their work.

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CHAPTER 04

Recommendations and Conclusion

PTCL operates in one of the most dynamic, deregulated and competitive markets in the world, with a population of 165 million peoples, one of the fastest growing economies in the world, and still will relatively low penetration of Information Communication Technology (ICT) services.

4.1 Recommendations
The following recommendations have been devised on the basis of findings of the study.
1. Research found that hiring and selection are done without merit it should be done on merit in order to select skillful people. 2. It government organization so it is also the responsibilities of government to support it to enter global market. 3. By comparing PTCL with other private telecom organization, PTCL has less qualified staffs. so PTCL need to improve his employees skill and qualification. 4. Training program is arranged in PTCL but it is less as compare to other organization. By increasing training and development program in PTCL the profit and performance of organization increase. 5. Training programs are arranged but it does not satisfy and improve skill of employees, it should be according to employees level in order to improve his skill. 6. Misuse of resources also effects the PTCL operation. it should be reduce and minimize to some level and the remaining capital can be use for other purpose. 7. Research also found that PTCL is highly affected due to government involvement and policies so government need to reduce its involvement.

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8. Performance appraisal is good for organization and employees performance but in PTCL, it is done by HR manager. The employees do not know anything from his performance feedback so the employees should be well inform.

4.2 CONCLUSION
The study leads to the creation of the following conclusions about the organization. There is organizational politics among the employees, like personal liking/disliking which ultimately effects the performance of the employees and as well as the retention of the customers. There is a miss use of technology, like telephone and computer. And even they are also use transport of company for their personal use. Some of the employees have extra loads which make them tense and which in return affects their performance in the work. There isnt any concept of job rotation, job enlargement, job enrichment in the departments of PTCL. Similarly performance evaluation of the employees is performed after 1 year i.e. Annual Confidential Report (ACR). But after privatization the environment is started changing and developing all the departments. Now, Internal restructuring of the company whereby the companys traditional operational regions converted into target oriented business units with prime focus being on customer care. Initiation of re-engineering and automating the existing internal processes within the company. This was done by bringing in the automated ERP (Enterprise Resource Planning) tool, ensuring that the processes within the company are all made fast and efficient so as to cater for all the internal and external customer modern needs. Induction of the state of the art billing and customer care system, started during 2007-2010. This is expected to go a long way in addressing in the modern day customers needs and offering more flexible and customer friendly service packages. The company also continued to invent in infrastructure development and addition of network capacity with a view to enhance services and to expand services and to expand to reach across the country.

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Bibliography
a) Bassi, L. (1997), Harnessing the Power of Intellectual Capital, Training and Development, 51(12), 25 b) Jackson, Schuler and Rivero (1989). Effect of HRM. Human Resource Management. P49. London. c) Koontz, Henz. (1984). Training definition. Management. New York McGraw-Hill Book Co, 1984. d) PTCL (2005), Number of Employees, Annual Report (2005) Islamabad. e) PTCL (2011),Introduction , Annual Report, retrieve, from http:/www.ptcl.org.com.pk f) PTCL (2012), President message, Annual Report, Retrieved from

http:/www.ptcl.org.com. October 15, 2012 g) PTCL (2012), Support Functions, Annual Report retrieves from http:/www.ptcl.org.com. October 15, 2012 h) PTCL (2011),Introduction of Company Profile, Annual Report, Retrieved from http:/www.ptcl.org.com. i) Reinhart, (1997), No More Sheep Dipping, Training and Development, p 51 ed.3, j) Stone, R. (2005). Recruitment Definition. Human resource management. P134. Ed 9.Sidney. k) Wright & Snell, (1991).HRM Definition, Human Resource Management, p5 ed.7 New York.

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