SUMMER INTERNSHIP REPORT

Pakistan Telecommunication Company Limited

Fifth Semester

BSBA 4(A)

Submitted by:

Ammara Zamurad

Submitted to:

Ma’am Rabia

Quaid-i-Azam School of Management Sciences

Quaid-I-Azam University,

Islamabad
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 ACKNOWLEDGEMENT

Thanks to Allah Almighty who is the supreme and ultimate source of knowledge and the

deserver of all the gratitude in the world. The knowledge that we gain and the wisdom

we’ve been bestowed with belongs to Him. I thank Allah for blessing me with the

strength to reach to this point. I thank him for blessing me with five senses and the sense

of wisdom. If He didn’t bestow me with the opportunity to work and give my input, I

wouldn’t be writing this report in the first place.

Secondly, I thank Sir Wajid (EVP PTCL) for accepting me as his intern. I also pay a

huge gratitude to Sir Usman Shabir Assistant Manager to the Executive Vice President

who supervised my work throughout the 6 weeks period. Despite his busy schedule and

huge amount of work, He guided me. Whenever I needed his help, He was always there

to support and guide me. Without Him I wouldn’t have completed the tasks that Sir

Wajid assigned me. In addition to guiding me about the work, He also guided me about

the basic work etiquettes. No matter where I go in my career, I would always remember

him as the person who was my first mentor in my practical life.

I would also like to Thank Mian Ifthikar who interviewed me and gave me the

opportunity to work at PTCL.

In the end I would thank those two people who’re my building blocks. If they weren’t

there for me, I would be nowhere. Thanks to my parents for supporting me throughout

my entire life.

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 EXECUTIVE SUMMARY

It would be my immense pleasure to share my internship journey of 6 Weeks from 3rd

August to 15th September. The report would not only be attributed to my BSBA degree

requirement but also an opportunity to describe my work at one of the oldest and leading

organizations of Pakistan I.e. Pakistan Telecommunication Company Limited

(PTCL).

My first experience in the practical field turned out to be a great source of exposure. For

this instance I worked with the Administration Department. I completed four major

tasks that were assigned to me by the EVP on my first day of joining PTCL. Additionally

Sir Usman Shabir who was my internship supervisor also helped us in researching some

new concepts of Human Resource as well due to my own interest. The report consists of

the following chapters.

Chapter 1

In the first chapter, I would illustrate the complete description of PTCL which is one of

the oldest organizations of Pakistan. Started as a government organization it was latter

privatized. This organization has seen and been through everything that this country has

been through. It has emerged as a leading organization in the recent years.

Chapter 2

In the second chapter, I have illustrated all my personal tasks and research that I

performed during my internship period. These tasks helped me in gaining knowledge

about not only the organization but it also helped me develop new skills.

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Chapter 3

I understood the functioning of the administration department and carried out a SWOT

analysis of all the information that I gathered.

Chapter 4

In the end, I gathered all my observational data to give valuable suggestions to the

organization. So that it may help the organization become a better place for the members

as well as for the nation.

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LIST OF ABBREVIATIONS

PTCL: Pakistan Telecommunication Network

EVP: Executive Vice President

AM: Assistant Manager

GM: General Manager

DOL: Department of Labor

JD: Job Description

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Contents

ACKNOWLEDGEMENT ............................................................................................................... 3
EXECUTIVE SUMMARY ............................................................................................................. 4
LIST OF ABBREVIATIONS .......................................................................................................... 6
Chapter 1 .......................................................................................................................................... 9
Introduction of the Company ....................................................................................................... 9
Board of Directors........................................................................................................................ 9
Vision of the Company .............................................................................................................. 10
Mission....................................................................................................................................... 10
Core Values................................................................................................................................ 10
Objectives .................................................................................................................................. 10
Business and Corporate Users ................................................................................................... 11
PTCL Services ........................................................................................................................... 11
PTCL Landline....................................................................................................................... 11
EVO Wireless Broadband ...................................................................................................... 11
IPTV Services ........................................................................................................................ 12
V-fone ........................................................................................................................................ 12
International Network ............................................................................................................ 12
Departmental Description .......................................................................................................... 12
Main Offices .............................................................................................................................. 13
Chapter 2 ........................................................................................................................................ 15
Personal Working and Learning Experience ................................................................................. 15
Personal Working ...................................................................................................................... 15
1ST Week ................................................................................................................................ 15
2nd Week..................................................................................................................................... 17
3rd Week ..................................................................................................................................... 21
4th Week ..................................................................................................................................... 24
5th Week ..................................................................................................................................... 27
6th week ...................................................................................................................................... 29
Learning Experience ...................................................................................................................... 32
Chapter 3 ........................................................................................................................................ 33

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SWOT Analysis ............................................................................................................................. 33
Strengths: ................................................................................................................................... 33
Weaknesses ................................................................................................................................ 34
Opportunities ............................................................................................................................. 35
Threats ....................................................................................................................................... 36
Chapter 4 ........................................................................................................................................ 38
Recommendations and Suggestions ............................................................................................... 38
Annexure ........................................................................................................................................ 41
References ...................................................................................................................................... 42

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 Chapter 1

Introduction of the Company

Pakistan Telecommunication company limited is also known as PTCL. It is one of the

oldest and public telecommunication organization of Pakistan. It deals mainly in

providing telephone and internet services. It has been working as the backbone in the

telecommunication industry since 1995 although its post and telegraph department began

back in 1949. Despite the presence of some major competitors like Telenor and china

mobile, It has been performing quite well.

PTCL is the first telecom operator of the state which has achieved ISO certifications twice. It has

achieved the certifications owing to its cloud services(ProPakistani, 2018). PTCL provides the

country’s largest fixed line network by operating and managing over 2000 telephone

exchanges across the country. Moreover, it is providing services like GSM, HSPA+,

CDMA, LTE, broadband internet and IPTV. It is also the country’s largest CDMA

operator with over 0.8 Million V-Fone customers. The company has headquarters in

Islamabad and it earned revenues of 117billion in the year 2017.

Board of Directors

The board of directors of PTCL is responsible for taking all the major decisions involved

in the company. The recent board of directors of PTCL includes Mr. Abdulrahim Abdulla

Abdulrahim Al Nooryani, Mr. Shahid Mahmood, Mr. Hatem Dowidar, Mr. Serkan

Okandan, Sardar Ahmad Nawaz Sukhera, Mr. Khalifa Al Shamsi, Mr. Mudassar Hussain,

Mr. Hesham Abdulla Al Qassim and chairperson Mr. Rizwan Bashir Khan.

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Vision of the Company
To become a leading and top info and communication technology and service provider of the

country. To provide satisfaction to the customers and to maximize shareholder’s value.

Mission
The company’s mission is to create an environment that increases motivation, professionalism

and quality. Moreover, it wants to provide cost effective services. Quality and time are the

essence of the mission.

Core Values

 Teamwork

 Integrity at the workplace

 Satisfaction of the customers

 Loyalty

PTCL is now reaching new heights and is trying to redefine and broaden the boundaries

of telecom market. It is now providing its users with instant access to new ideas, products

and services. PTCL enables higher and new living standards by setting the spirit of

innovation free. One such example is ICT services provided by PTCL. PTCL desires to

continue to be the first choice of its customers in the future too. Just like it has been in the

last sixty years.

Objectives

The major objective of PTCL is to provide innovative telecom facilities and services at

cheaper rates with higher quality standards on both national as well as international level.

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Moreover, it should be able to use its competitive advantage to compete with its

competitors and beat them in the long run.

Business and Corporate Users

PTCL landline is the first choice in the business circle for both national and international

calling. Now businesses can have from ten to over a hundred lines with modern day

services to satisfy their telecom needs.

PTCL Services

Given below are some of the major telecom services that PTCL offers to its customers.

PTCL Landline

PTCL landline is and has always been the first choice of its customers. It not only

provides higher calling quality and affordable rates but it also provides customers with

attractive packages and value added services. Some of the major packages include the

freedom package, mobile buckets and international packages.

EVO Wireless Broadband

PTCL EVO is providing internet coverage to over 350 cities in Pakistan. It is by far

providing the fastest internet access to many parts in Pakistan. It Is providing superior

high speed internet experience to its customers all over the country.

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IPTV Services

In 2008 PTCL expanded its horizons to media services. It introduced the first digital

interactive television in Pakistan. PTCL employed the IPTV technology using its state of

art broadband.

V-fone

With over 1 million V-fone users, PTCL is still the biggest operator of CDMA in the

country. It gives the freedom of both postpaid and prepaid options. PTCL provides fixed

wireless telephone for both business and your homes.

International Network

PTCL supports its corporate and individual customers on cross boarders basis as well

using its extensive submarine cables network.

Additionally, PTCL provides satellite communication and broadband services as well.

Departmental Description

I worked in the administration department at PTCL headquarters. The department is led

by the Executive Vice President Mr. Wajid. Then the General Manager, Senior Manager

and Assistant Managers report to him respectively in ascending order of their posts.

The EVP administration not only manages subordinates from the headquarters but from

branches all over the country.

Structure of PTCL

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In non-gazette staff there are Engineering Supervisors Operations/Switching/Power

plant/Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants,

Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower Division

Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and Peons etc.

All the staff is recruited by the HR Department headed by SEVP HR. The HR experts are

responsible for hiring & to further streamline its recruitment process.

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 Abottabad,

 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 Sukkur

 Western Telecom Region Quetta.

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 Switching network Central region Lahore.

 These Regions provide Telecommunications services to the customers in their

 respective areas. Apart from these,

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Chapter 2

Personal Working and Learning Experience

I Ammara Zamurad Student of Quaid-I-Azam University program BSBA (2016-

2020) did my internship at PTCL Headquarters, Islamabad from 3rd August 2018 to

15th September 2018. The upcoming chapter illustrates my personal working and my

learning experience that I gained in my six weeks tenure at PTCL.

Personal Working

I’ve provided all the comprehensive details of my work at PTCL on weekly basis below.

1ST Week

I started my internship program under the supervision of EVP Sir Wajid. He welcomed

me at PTCL and gave me briefing regarding the tasks he wanted me to complete during

my Six weeks tenure. He further asked his AM Sir Usman Shabbir to supervise us in his

absence. I was given the following four tasks by the EVP of administration:

1. Analyze the data of several projects worth millions and present to the EVP.

2. Analyze and edit the job description of several managerial and non-managerial

employees. Observe and interview them regarding their work. Then present the

EVP regarding the comparison between the two. Tell if they’re working according

to their JD’s? Are they working more or less than that?

3. Observe the environment of the headquarters. If you notice any flaws, report them

at the end of your tenure.

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 4. Give valuable suggestions and feedback regarding both the company and the staff.

Additionally, I was also asked to perform any task assigned by Sir Usman

Shabbir.

Following is the list of tasks I performed in my first week at PTCL:

1. Attended a basic security session organized by the security manager. Learnt about

the emergency exists. How to use them in tragic times and how to save myself

and other staff members in such times.

2. Typed and organized a document for Sir Usman Shabbir regarding a confidential

matter.

3. Prepared the tenancy agreement of Ufone. Checked it for possible errors.

Proofread it and submitted to EVP administration for further action.

4. Researched on the organizational structure of PTCL to understand the

functionality of the organization better.

I would hereby like to provide few details on the organogram of PTCL according

to my research and observation there. PTCL works directly under a President.

Then there are chiefs of all departments. For example CFO is the Chief Financial

Officer; CTO is the Chief technical officer and so on. Chief of any department

holds the most power. In other words he can take decisions regarding huge

amounts of money. Chiefs then supervise the working and performance of EVPs

of different departments. Then the chain extends to General Manager, Senior

Manager and Assistant Managers followed by the non-managerial staff.

5. Started Gathering the data of different projects for analysis according to the first

assigned task

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2nd Week
I started working on the data analysis task in the second week.

 I gathered data regarding different vehicles coming in ownership of PTCL.

 I then organized the random vehicle data according to the respective zones and

regions in which those vehicles were operating. There were a total of 297 vehicles

of all types including buses, vans, carry vans, cars, trucks, loading trucks, jeeps

etc.

 I further organized the vehicles according to the type of function they were meant

to perform. Some major functions included Network Development, Operations

and Technical Functions.

 I then added respective vehicle numbers and model years of all the vehicles

sequentially.

 I added details of the condition of each vehicle corresponding to its name. Some

of the vehicles were damaged and needed repairing. Some had broken doors or

glasses. I added exact details of the damage and work needed to be done on each

and every vehicle.

 I checked if PTCL had graphic data of those damaged vehicles. I separated the

vehicles whose pictures PTCL had in its database and reported about those

vehicles whose pictures PTCL needed to have in its database.

 I then added the cost needed to repair each and every vehicle and prepared a total

budget needed to repair all the vehicles.

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  I then arranged all the information in a single excel book and submitted it to my

supervisor to take further action. He now had complete data of the vehicles of

PTCL.

 The vehicles are operating in three different zones of Pakistan. Namely BZS,

BZN and BZC meaning Business Zone South, Business Zone North and Business

Zone Central.

 Every zone is further divided into regions and every region has further sites and

functions.

 The sites in which the vehicles are operating currently are ITR, AJK, A&S North,

NOD NTR, ANRMIBA, RTR, GM NOD and NTR-1.

 I was then asked to prepare a summary of the data manually to present it to the

higher authorities. So I prepared the summaries in two ways. Firstly I prepared a

region wise summary showing how many vehicles are operating in each region.

For illustration purposes I am attaching the region wise summary below.

Sr. No Regions No of

Vehicles

1 A&S North 6

2 AJK 1

3 ITR 41

4 NOD NTR 38

5 ANR,IBA 6

6 NOD NTR 30

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 Peshawar

7 NOD RTR 40

8 ANR,IBA 15

9 RTR 18

10 GM NOD HTR 23

11 NTR-1 79

Total Vehicles 297

 I also prepared the summary of vehicles according to the type and number of

vehicles. The summary shows how many vehicles of each type do PTCL own. I

have attached this summary below as well for illustration purposes.

No of

Sr.No Type of Vehicle Vehicles

1 Bolan 3

2 Bus 1

3 Car 3

4 Carry Vans 4

5 Coaster 1

6 Cultus 2

7 Double Cabin 9

8 Hiace 2

9 Jeeps 2

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10 Mini Truck 3

Mazda Double

11 Cabin 2

Mitsubishi Double

12 Cabin 1

13 Pickups 47

14 Shahzore 4

15 Single Cabin 33

16 Suzuki 2

17 Suzuki Bolan 13

18 Suzuki Potohar 1

19 Suzuki Pickup 61

20 Ravi 2

21 Vans 46

Toyota Double

22 Cabin 2

23 Toyota Hilux 10

24 Toyota Pickup 8

Toyota Single

25 Cabin 28

26 Trucks 4

27 Toyota Pickup 1

28 Jeep Potohar 2

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 Total 297

3rd Week

I was further asked to merge the summaries into one excel sheet. It wasn’t possible

manually. So I researched and learnt about a new excel feature called the Pivot Table.

Given below is some brief summary of my research and work on Pivot Tables in MS

Excel.

A pivot table is one of the most significant features of Microsoft excel. It lets a user gain

required information from a very large data set. There are four main filters available in a

pivot table namely the row filter, the column filter, the value filter and the report filter.

The row and column filters are used to categorize the data set and the value filter counts

the numbers of frequency of the same data that occurs in a data set. Whereas, the report

filter works as an additional filter that can be applied whenever needed.

So I used the pivot table to organize the complete data set and summarize it into one

single file. I applied the column filter to the regions so the columns of my table represent

the represent regions. I applied the row filter to the types of vehicles. Hence, the rows in

my table show the different types of vehicles. I applied the value filter to the number of

vehicles. So the numbers in my table would show how many vehicles of each type are

present in respective regions. Lastly, I applied the report filter to the model and function

of vehicles. So using my excel sheet you can check the model and function of each type

of vehicle.

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In other words, The final output document that I produced Is capable of showing you all

the information of the 297 vehicles in oneThe table on the next page shows the final table

that I prepared. Please note that the table varies slightly from the original table because

the original table was prepared in different software. The table attached is only meant for

the purpose of illustration.

I also classified a list of 5000 employees of PTCL according to their age. I was given

with the date of births of those employees in random order. I used excel formulas to

calculate the current age of those employees.

I further used the Sort function of excel to sort those employees according to their age.

The final document that I produced helped my supervisor assess how many employees

working at PTCL had reached the end of their tenure i.e. those who are more than

sixty years of age.

The formula that I used to calculate age of the employees from their birthday is given

below. Please note that the cell reference would change according to the change in the

document.

=INT(YEARFRAC(Cell Reference, TODAY()))

This formula gives age of a person as of today.

Model (All)

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Function (All)

Count of Type Column Labels

of Vehicle

Row Labels A&S AJK ANR, GM GM NOD ITR NOD NOD NOD NT

North IBA NOD HTR/AJK ITR NTR RTR I

Peshawar

Bolan 1 3 2 4

Bus 1

Car 3

Carry Van 4

Coaster 1

Cultus 1

Double Cabin 1 1 5 6

Hiace 2

Hilux 1 4 5

Jeep 1 1 2

Mini Master 1

Truck

Mini Truck 2

Mitsubishi 1

Double Cabin

Pick up 2 7 2 33 12 16 12 25

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 Ravi 3

Shahzore 1

Sin 1

Single Cabin 2 1 6 1 17 21

Suzuki Bolan 1

Suzuki

Photohar

Suzuki Pick up 1

Toyota Single 8

Cabin

Toyoto Hilux 2

4x4 Single

Cabin

Truck 1 2 1

Van 2 8 4 8 6 20

Grand Total 6 1 15 6 23 41 38 30 40 79

4th Week

I gathered data on ten different projects worth millions of rupees.

The projects were namely 1321, 1409, 1443,1444,30 million, 25 million, 1628, 1709,

1734 and 1749 respectively.

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Each project was carried out on different sites. I looked into each project and compiled all

the projects into one single file. Representing how many sites were there in each region

of a project.

The initial compilation is added below for illustration purposes.

Business Zone South No. of Sites in Projects

Regions 1321 1409 1443 1444 1628 30 million 2015 25 million 2016 1709 1734 1749
KTR-I 13 4 10 11 5 17 15 3 4 4
KTR-II 5 5 5 6 9 12 10 4 1 8
KTR-III 7 6 16 6 1 10 9 4 7 4
QTR 26 8 35 7 8 11 12 3 14 9
HYTR 4 18 7 11 6 10 22 2 27
STR 72 5 9 15 1 6 12 30 4
Total 127 46 82 56 30 66 80 16 83 29

Business Zone North No. of Sites in Projects

Regions 1321 1409 1443 1444 1628 34 million 2015 25 million 2016 1709 1734 1749
ITR 14 15 32 20 5 29 16 7 23 14
RTR 13 15 21 12 17 7 21 2
NTR-I 23 32 35 40 116 34 26 4 9 6
NTR-II 14 18 15 22 20 20 14 18 3
AJK 2
HTR 12 21 15 10 16 10 21 11 5
Total 63 99 112 113 169 110 84 11 82 32

Business Zone Central No. of Sites in Projects

Regions 1321 1409 1443 1444 1628 30 million 2015 25 million 2016 1709 1734 1749
LTR-S 9 28 6 4 8 14 15
LTR-N 8 15 9 7 13 4 14 9
14
CTR 55 11 5 26 27
GTR 45 7 21 40 16 12 18 6 42 30
FTR 14 6 57 44 11 12 10 3 21 26
MTR 26 10 50 18 21 18 15 4 22 40
Total 157 38 128 144 74 58 56 25 139 147

I then continued to add the budget that was spent on each region of projects 1709, 1734

and 1749. For this purpose I investigated complete data of these three projects. I added

budget of each site to attain final result of each region. I further classified the budgets of

the three projects in three zones. The summary of the budget of the three projects is

attached below. Please note that the amounts below are given in millions.

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Business Zone South
Regions 1709 Budget 1734 Budget 1749 Budget
KTR-I 3 10.3 4 10.82 4 6.33
KTR-II 4 14.35 1 1.84 8 16.16
KTR-III 4 14.19 7 2.24 4 4.70
QTR 3 4.91 14 4.59 9 3.47
HYTR 2 6.8 27 19.21
STR 30 22.32 4 7.62
Total 16 50.55 83 61.01 29 38.28

Business Zone North

Regions 1709 Budget 1734 Budget 1749 Budget
ITR 7 13.36 23 9.11 14 32.90
RTR 21 12.30 2 16.70
NTR-I 4 10.76 9 7.33 6 19.82
NTR-II 18 11.20 3 6.89
AJK 2 3.05
HTR 11 6.84 5 3.65
Total 11 24.12 82 46.78 32 83.01

Business Zone Central

Regions 1709 Budget 1734 Budget 1749 Budget
LTR-S 8 25.58 14 14.32 15 12.96
LTR-N 4 13.16 14 15.74 9 9.18
CTR 26 22.47 27 65.94
GTR 6 16.56 42 33.21 30 47.24
FTR 3 11.27 21 19.77 26 52.97
MTR 4 14.82 22 17.68 40 106.68
Total 25 81.39 139 123.19 147 294.96

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5th Week

In the fifth week I took the data analysis task to the next stage. I prepared ten separate

files for the ten projects. In each file I arranged the complete data of the respective

projects in tabular form. I listed the zones, regions, names of sites and nature of work

along with budget of each site all in one file.

Then I bifurcated the data according to the nature of work. I did this for all the ten

projects.

The new file I prepared was capable of showing the type of work that was being done on

each site in different regions of the ten projects. (The files cannot be attached here

because they’re too long to be added here.)

I went on to consolidate the data of the ten projects into one single file. The final

document was now a depiction of the nature of work being done on each site in all of the

projects. The final document consisted of more than 66,000 cells.

I combined the files into one big file using the consolidation function in excel.

Later, I applied V.Lookup function on the file to enable the supervisor to check whether

there was any kind of repetition in the sites. For example if there was a theft or corruption

on a site, the same site would have been operated on again and again. Same goes for the

nature of work. Take for example there was waterproofing work done on a building under

project 1709 last year and then the same work was repeated this year as well. Thus the

superiors can now look up for any theft, robbery or corruption in the projects.

With this being done, my first task on data analysis was completed.

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I then began working on my second task. I then gathered the Job Descriptions of four

staff members that the EVP assigned me with. The four people were Assistant Manager

to the EVP, Personal Assistant to the EVP, Security Manager and Security Supervisor

respectively.

I prepared the survey questionnaire for the security manager in light of his Job

description.

Before conducting the interviews of the employees, I was advised to research on some of

the major concepts of HR related to Job Descriptions. A brief description of my research

is given below.

DOL:

DOL is the United States department of Labor. It is responsible for wage hour standards,

occupational safety and designing of JDs of various positions.

How does DOL prepare JDs?

 DOL has a specific way of preparing a job description. Some of the major points

to keep in mind while writing a JD according to DOL are mentioned below.

 It should start with an action verb.

 It should be brief, clear and to the point.

 The title of the JD should convey everything about the job because that is what

the candidates first look at.

 There should be a section of required experience and qualification to help

candidate access his eligibility criteria.

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  There should be a salary range in order to give an idea about the pay and the

amount of work required to the candidate.

 The key responsibilities’ and skills should be clearly stated to help the candidate

access the nature of work that he will be required to do.

6th week

In the last week I interview the four people that I was initially assigned with. I was asked

to check if the work they do lies in correspondence with the work mentioned in their JDs.

Conclusively all the employees were either working exactly as assigned or more than

that. I have enlisted the details of the interviews precisely below.

Manager Safety and Security

1. What is your qualification and how many years have you given to PTCL?

Ans: I’ve an advanced degree in Business and I’ve been working here for seven

years.”

2. To whom do you report and who reports to you?

“I report to senior managers, general managers and EVPS whereas security guards

and security supervisors report to me.”

3. What are your key responsibilities?

My major responsibilities include providing and ensuring security of the PTCL

headquarter building, accessing the performance of the security guards and

supervisors, arranging grooming sessions for the guards and arranging security

awareness sessions for the staff members. Additionally, I provide security in

times of processions and special events.”

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4. Do you coordinate with third parties as well?

“Yes, sometimes I coordinate with the police but I’ve never had to coordinate

with the armed forces for security.”

5. What is your vision towards the future of PTCL?

“So far I’m happy with my experience here and in future I would like to see it

grow and reach new heights.”

I then interviewed PA to the EVP. Following is his response to my questions:

Personal Assistant to the EVP

I interviewed the Personal Assistant to the EVP. The major questions that I had

were about his key responsibilities at PTCL.

I asked him about his main responsibilities’ as a PA and he told me that his duties

included

 arranging meetings for the EVP

 Reminding him about his meetings and tasks

 , maintaining his time schedule

 filtering his assignments

 maintaining his professional contacts

 doing any other tasks assigned to him

 attending to the professional guests of EVP

 Message delivery and communication handling.

I then continued to interview the Assistant Manager and found out that the jobs of

the PA and AM were somewhat overlapping.

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 Assistant Manager to the EVP

I asked the AM about his responsibilities and he told me that his work routine

included

 tracking progress of assigned tasks,

 evaluating the tasks or get them evaluated from third parties if requires,

 presenting concrete findings to the EVP,

 Coordinating with others to get the assigned tasks completed and analyzed

results.

Security Supervisor

I interviewed the security supervisor and he told me his responsibilities included

 corresponding the data of the company with the data of the third parties

 managing the record and performance of the security guards

 Data management of the security guards appointed on different sites.

He continued to tell me that he in his tenure made a software that lets guards

upload the data directly on the website instead of having to email to their

superiors every time.

Conclusion:

I concluded that all the four people I interviewed were working exactly in

accordance with their job descriptions. The last two tasks that I was assigned with

regarding the suggestions and feedback are covered in the last chapter of the

report.

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Learning Experience

I got to learn about organizational behavior, cubicle conduct as well as how to write, edit

and check a job description. Additionally I learnt about the usage of different functions in

MS Excel e.g. sort function, consolidate function, pivot table and v.lookup function.

Throughout my tenure at PTCL Sir Usman Shabbir helped me a lot and I learnt a great

deal of both professional skills and organizational behavior from him. So far, It was a

great learning experience for me.

I learnt about organizational politics as well about how to deal with people. I learnt a

great deal of MS excel and how to create a proper job description. I worked on Job

descriptions of 2 managerial and 2 non managerial employees. I worked on data set of

projects worth of millions of rupees. I learnt how to consolidate, sort, organize, compile,

analyze and present data as concrete findings and results. It was an amazing learning

experience for me. I hope to utilize my learning experience for the good in the future.

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Chapter 3

SWOT Analysis

I have carried out the SWOT analysis of the organization owing to my observation in the

six weeks of my tenure here as an intern.

Strengths:

Oldest Organization

PTCL has been in the telecommunication market for the longest period of the time. Being

the oldest telecom company of Pakistan it has a competitive edge over other companies.

Foreign Exchange

Because of international traffic, PTCL works as the biggest foreign exchange in Pakistan.

Financial Resources

PTCL earns billions of Rupees as a major source of capital. These adequate financial

resources not only enable the company to copy with any unexpected event but to deploy

its resources to increase product line and services without feeling any financial difficulty.

Technology

PTCL has started improving in terms of technology and advancements. It has now started

using new technology in order to develop and design its services and product offerings.

The use of technology has led to a decrease in the customer complaints ratios as well.

Network Coverage

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PTCL provides a broad range of network coverage. In fact, it covers almost all remote

and urban areas of the state.

\Extensive Assets

In comparison to the industry competitors, PTCL owns a large amount of assets. It owns

various forms of machinery and other places as well.

Biggest Data Service

PTCL is stepping up its game in terms of providing the services. It provides unlimited

data usage offerings and other services in cheap rates.

Value Added Services

PTCL provides various services which add value to its worth. These services include

UAN, VPN, VIN, Toll Free etc.

Huge Staff

More than 10,000 employees work in the head office in G8. PTCL is blessed with a huge

skilled and trained staff. The need is to maintain it and utilize it for all the right purposes.

It has offices and exchanges across the country.

Weaknesses

Customer Dissatisfaction and Delayed Responses

PTCL has a major weakness, that is it doesn’t do the billing right. Most customers are

billed wrongly and they are not provided with timely responses to their complaints. This

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leads to dissatisfaction in the customers. PTCL needs to overcome this weakness by

lowering the delay time.

No JD

Provision of the correct job descriptions to employees is another major issue in PTCL.

Employees remain unsure about their exact responsibilities at the workplace due to this

problem.

Clash of Employees

There is a cold air between the newly recruited and the already working employees at

PTCL. In other words, there’s a clash between juniors and seniors which leads to

decrease in the productivity.

Poor Customer Service

Provision of bad or no customer services is another weakness of the company. It needs to

improve in this area.

Opportunities

Skillful human resources:

The company is equipped with amazing workforce. The need is to provide it with

opportunities to perform well. There needs to be a system of introduction and provision

of new resources to the workforce, to maximize their skills.

Entering in the New Market

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PTCL has recently planned on entering in the market of mobile data and services.

Similarly, it can expand its business by entering new and diverse marketplaces.

Telecom Facilities in Rural Areas

PTCL can plan on stepping up its game by providing value added services in rural and

remote areas of the state. This would serve as a differentiation point for the company.

However, proper planning is required to do so.

Data Services

There is a big opportunity for PTCL to enter the market of data services. As there’s a

great room for growth there.

Threats

Turnover

When the competitors start penetrating into the market, PTCL can expect its turnover cost

to go sky high. It is evident, that other companies will offer attractive salaries and other

packages to the employees, which may result in them leaving the company. It is a major

threat for PTCL.

Decrease In Market Share Due To Competition

Due to increased competition, customers may switch to other brand like Telenor or

Ufone. This can lead to a decrease in the market share of the company. PTCL has been a

monopoly uphill now, the trend seems to change in the future. This is a big threat for the

company.

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Political Instability

As it is a public limited company, any change in the political situation of the company

can lead to drastic change in the condition of the company.

Competition in Landline

PTCL is getting stronger competition in terms of landline services. New competitors like

Wateen have entered the market and it is a big threat to the organization.

Low Call Rates of Competitors

With the introduction of the new mobile phone companies in the market, PTCL is loosing

customers. This is because these companies provide low call rates to the customers. So,

customers have started moving towards those companies.

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Chapter 4

Recommendations and Suggestions

1. The cafeteria of the headquarter needs to be improved. They serve the same food

every day and the staff is not welcoming at all.

2. They should recruit youngsters on the basis of merit only.

3. Training and awareness sessions should be regularly arranged for staff as well as

the interns to add to their already existing skills.

4. The equipment should be updated. Every employ should be provided with a

computer system. I see people carrying their own laptops every day.

5. They should provide competitive salaries to the employees. I saw a lot of

employees complaining about their salaries at PTCL.

6. They should recruit more interns on merit basis to give more people the chance to

learn from the prestigious organization.

7. I was told by many employees that they have a filter on the Summit system. They

only select students from specific universities for the Summit program. I believe

they need to remove that filter so that everyone gets equal opportunities to work at

the organization.

8. They should improve their bus service. Moreover, They should provide pick and

drop service for permanent managerial staff.

9. They hire a lot of summer interns on unpaid basis. The interns get to work a lot

there and I think they should be paid at least a bit. This would lead to a positive

and hardworking attitude in the interns.

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10. There is no check and balance in the working stations of the employees and

interns. Everyone talks loudly there without maintaining the cubicle conduct. I

also saw some employees bringing edibles in the cubicles. There should be a

check on the discipline in the cubicles and working stations.

11. Every employee should be provided with a personal computer system or laptop to

work. Many small organizations are doing this now-a-days. PTCL being one of

the biggest organizations of Pakistan needs to increase its standards in this regard.

12. They should organize more events in order to create a friendly atmosphere in the

company.

13. PTCL needs to revisit it’s marketing and advertisement strategies. Now many

people are constantly informed of its new services and packages.

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Page 40 of 43
Annexure

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References

https://ptcl.com.pk/

https://dbill.ptchttps://www.excel-easy.com/data-analysis/pivot-

tables.htmll.net.pk/PTCLSearchInvoice.aspx

https://support.office.com/en-us/article/vlookup-function-0bbc8083-26fe-4963-8ab8-

93a18ad188a1

https://www.dol.gov/

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