Front cover page!!!

Table of content page

Abstract:
Introduction:
Area of Project:
Employees are valuable assets of an organization and the key to success. In today’s competitive
world, the key to success in any business relies on the performance of employees. Every
organization needs a human resource for achieving the organization goal. We mostly observe
that organization give a lot of importance to their employees. We often see phrases like these in
the annual reports of major business like "Our people are our greatest asset" or "Nothing is
more important than our employees". Satisfied, highly-motivated and loyal employees represent
the basis of competitive company. The quality of work force should be high and competent
employees are essential for organization success. Organizations perform well when they treat
their employees better. Creating a well-rounded approach to managing and coaching your work
force requires the expertise of a human resources leader and the support of your company's
executive leadership.

As Boudreau and Ramstad (2007, p. 4) present:

“Whether it is called “people,” “labor,”“intellectual capital,” “human capital,” “human

resources,” “talent,” or some other term, the resource that lies within employees and how
they are organized is increasingly recognized as critical to strategic success and competitive
advantage”. Di Vanna and Rogers (2005, p. 19)

The objective of business owners is profitability. As a business owner, you need to maximize
revenue and increase productivity, which means you need your staff to work as efficiently as
possible. Your organization's success or failure depends on your employees' performance; good
performance leads the organization and poor performance ruin the organization. In any
organization, if the employees are giving their best and they are also hard working then even the
organization have not much other resources like good quality of equipments, capital etc, the
organization will success because organization success mostly lies in the quality of workforce
and hardworking employees. So this means that employers need to accept the importance of
employees. Employees have a higher probability of making significant contributions to the
organization. It may result in new orders that are won for the organization or even new ideas for
the amendment of the product. Actuation of the employee, recognitions at the right moment for
the right task, respecting one’s self esteem and non-ego bruises complement the quality of work
which in turn increases the productivity of the organization and more chiefly retains the
employee within the organization for a longer run. The employer should take care of their
employees because they will in turn take care of their business”. Jack Welch, former CEO of
General Electric stated in one of his articles states that:

“Any company trying to compete with competitors should figure out a way to engage the
mind of every employee”.
Employers should have the ability of getting the job done. The quality of work relies on how
well the supervisor can get the job done by the employees. To get the maximum results from the
employees, organization must motivate them to increase their productivity and performance
level. Motivation is the internal and external factors that stimulate desire and energy in people to
be continually interested and committed to a job, role or subject, or to make an effort to attain a
goal. The psychological forces acting on an individual that determine direction means that
possible behaviors the individual could engage in, effort that how hard individual will work and
determine persistence means whether the individual will keep trying or give up.

Those organizations that do not own their employees and do not adopt strategies for motivating
them, the survival of those companies is at risk. So policies regarding motivation are very
necessary for any organization. As we know that motivation plays a vital role in human being
life. As with the passage of time, without motivation, human mind and body becomes dull and
human being bored about their daily routine. He/she also become ineffective when he/she do not
get appreciation from their superiors. He/she thinks that no one cares and recognizes their efforts
and hard working. This affects the performance of human being. It is also in the same case of
employees, as employees are also human beings and they also get bored and dull about their
daily routine task and they want an appreciation for their good work. So it is compulsory for the
organization to do such things that will refill their energy level, he/she again enjoying his/her
work and their performance reach the standards and so that their productivity helps the
organization to achieve the goal. For that purpose, organization adopts strategies and policies
that will redesigned the jobs for employees, make innovation in their tasks and appraising the
employees. This will increase the motivation level and employees are become more loyal
towards their organization. For motivation there a lots of ways that the organization must adopt
like appraising the employees, recognize the employees, training of the employees, value their
employees, interview of weak employees for counseling them and solve their problems that
affects their performance. These steps are so fruitful for organization success because if you
satisfied your employees then they will perform much better and also it reduced the high
turnover rate. The growth of satisfaction is to be reflected in the increase of productivity,
improvement of the products’ quality or rendered services and higher number of innovations.
Motivation helps to increase the performance level. The performance of the employee depends
upon his/her ability to do work and willingness to do work. These both have great affect the
efficiency of an employee. Abilities are come from the education, research and training but
willingness comes from the motivation. By comparison, willingness is more important that the
knowledge because if the person is highly educated but the person is not willing to utilize this
knowledge. so the person knowledge do not give any benefit to that person and the organization.
Therefore, motivation creates willingness in employees that affects the productivity of the
employees and in return the organization productivity. It also improves the efficiency of the
employee. It also helps to Change Negative or Indifferent Attitudes of Employees means that
sometimes employees become de-motivate and develop the negative thinking. They always think
that putting extra efforts in their work will not be appraise and will not get credit of any kind. So
motivating the employees reduces this kind of thinking by appraising the employees, giving the
bonuses and awards and arranging the vocation trip for them. This creates the feeling of
responsibility and they start giving their best in their work. It also reduce the employee turnover.
When the employees do not get any appreciation from their superiors, they switch to next
organization because the appreciation and good behavior are very basic need for the employee.
In this way, a lot of time and money go into waste because of repeatedly recruiting the
candidates and prepare them by giving education and training to them. It also affects the
reputation of an organization and decreases the number of candidates applying for the job. In this
way, company loss the diverse work force and a good quality of candidates. The solution of this
problem is only the motivation that can save an organization from such wastage because
motivated people work for a longer time in the organization. It also reduces Absenteeism in the
Organization. In some of the organizations, the rate of absenteeism is high. The reason behind is
that employees are get bored about their daily routine work or the behavior of their colleges and
superiors is no good or the organization degrade their employees on the small mistakes. A
manager should sort out all the problems and deficiencies in the organization and also motivates
the employees and tell that how they work in that environment. When the employees are
motivated and learn the lesson, they will not suffer and tense due to these problems. They know
their direction and destiny. In this way, employees do not remain absent from work as the
workplace becomes a source of joy for them. It also helps to reduction in resistance to change.
As with the change of time, organization must change the structure, mode of work and apply new
rules and policies in the organization. But some employees resist that change because they are
used to their routine. Manager should change their mind of set and motivate the employees that
they will accept the new challenges as it is essential because of the demands of time and business
corporate sector.

Employees can be made to accept such changes easily with the help of motivation. Motivated
people accept these changes enthusiastically and improve their work performance.

So for motivating the employees, we have to follow different steps to increase the productivity of
an employee. Firstly, According to Maslow's Hierarchy of needs, there are five basic needs of
employees which is necessary for employee motivation that are Physiological, Safety,
Belongingness, Esteem and self actualization. The first thing for which the employees give
efforts to his /her job is the physiological means food clothes and shelter. This is the base of all
the other factors. If the employee does not get a good salary package corresponding to his job,
then he/ she become de-motivated and lose their concentration in their work because their minds
always involve in their financial problems. So this is the most basic need that will be given by all
the organization to their employees. The next need is job security because employee feels secure
about his/her job. Next need is the belongingness means that there is a good social interaction
between colleges and supervisor. The employee’s relationship with their supervisor and colleges
plays a key role. Prejudicing and suppressing the growth of an individual leads the employee to
search for an alternative organization and this will increase the turnover rate. So the management
team should maintain the good relationships between the company employees and management
teams. There is also no strict environment in the organization. Organization should arrange the
events like parties, social welfare programs, sports activities etc because these are the factors that
create harmony and sense of care among the employees. The next need is "esteem" means that
employee feel good about yourself due to his/her promotion and recognition in the company
because promotion is also a source of motivation for the employee. The last need is self-
actualization. It means that company gets the job done from the employee according to his/ her
abilities. E.g. job of a software engineer person is not the data entering on the computer but to
design different software applications. This will also fruitful for the organization because a
person competent for the job uses his/her skills and abilities to give their best results. These are
five basic needs that an employee must be provided. There also other factors that also motivates
the employees which are as follows:

Employee recognition at organization is also an important factor. It also require appraisal of all
the employees to judge the performance level of every employee and give rewards and punishes
according to performance. Some organization appraises their employees annually. But it is much
better to appreciate employees regularly on their good performance and good work. In this way,
their performance level will get increasing over the time. So appreciate frequent and take regular
feedback from employees to know their problems and shortcomings because mostly management
of the company does not often know the problems of their own employees. When your
management team provides regular feedback, they know about their problems that will hinder in
the way of motivation. Inc. magazine's article "Employee Reward and Recognition Systems"
notes that,

“By rewarding and recognizing outstanding performance, entrepreneurs will have an edge
in a competitive corporate climate.”

So having that edge strengthens your position in the industry and brings you closer to your
business objective. When your company attains a goal, congratulate your most valuable resource,
that is, your work force because the employees hardworking and sincerity is the base of
organization success.

Empowering the employees to some extent is also become a source for motivation.. Manager
should share your organizational goals with employees in order to align employee performance
with business strategy, author Jim McCoy writes,

"Often, because employees are close to the customer, they can give useful feedback about
what customers really value, help you identify metrics that truly evaluate performance, and
tell you where there is disconnect between strategy and everyday reality."
HR department must align the responsibilities of employees with organizational goal and tell
their employees that how their work affects the organization goal. The employees who are well-
informed about the business, they know their direction of work and clearly understand their
responsibilities.

Performance management begins when an employee joins your workforce. The employee's job
description, new hire orientation and initial discussions with his manager are fundamental steps
in creating a performance management plan. Employers generally provide guidance and closer
oversight during the employee's first few months of employment. During this time, your
employee will likely encounter a learning curve. Learning new processes, meeting colleagues,
participating on work teams and becoming accustomed to company policies and rules consume a
great deal of time. Effective department leaders observe new employee performance so any
deficiencies can be addressed right away.

Organization that do not value their employee and treat them as a gofer and fail to feed the
competence within the employee because employers think of employees as machinery parts that
can be used as required depending on the requirement. As a result, the employee’s attitude
towards work suffers which in turn affects the productivity of the organization. This type of
organization will not survive in the business world. There is an organization, ‘Gall up’, they
surveyed over a million employees and published the conclusions in the book ‘First break all the
rules’. It ingeniously emerged with astonishing discoveries such as, “If you’re losing competent
people, look at their supervisors. The primary factor that holds an employee within an
organization is the supervisor. People abandon managers and not the organizations”, state the
authors, Marcus Buckingham and Curt Coffman.

Celebrate personal milestones.

Encourage friendly competition

Acknowledge professional achievement

Make things interesting

Encourage learning new skills. Times are changing. Ensuring that every willing employee has
the opportunity to learn a new skill or brush up on an old skill will benefit everyone involved.

Support new ideas

Don’t let them become bored.

Communicate Better

Background of PTCL:
From the beginning of the 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 Telecommunication Corporation
Act 1991.

In 1991, the Government of Pakistan announced to privatize the PTCL. In 1994, the Government
issued 60 lac vouchers exchangeable into the 600 million shares of the going-to-be PTCL into
two separate placements. In 1996, these were converted into PTCL shares. Then Pakistan
Telecommunication Company Limited was formed. On all the stock exchanges of Pakistan,
PTCL was then listed.

In 2001, PTCL launched its mobile services subsidiaries by the name of Ufone. At the same
time, as PakNet, PTCL launched its data services subsidiaries. Ufone has been very successful in
the respective competition from that time and in its’ mobile services field, it had increased its
market share a lot. However, PakNet hasn’t been much successful like Ufone and with the
passage of time, it has dissolved effectively.

In 2005, PTCL was considered incompetent and an out-of-date organization after its
privatization. It was considered as an organization which was playing a role of progress-blocking
in telecommunication in Pakistan. This was in the reign of General Pervez Musharaf. So, the
Government of Pakistan decided to sell 26 percent of PTCL to some private corporation. For
this, Privatization and Investment Minister, Dr. Hafeez Sheikh said that there are some strong
business groups from Turkey, Saudi Arabia, Singapore and Egypt who were participating in the
privatization of PTCL. But he made it clear that only the three pre-qualified bidders would be
allowed to participate in this process. So, lastly, there were three participants in the bet for
privatization of PTCL.

A Dubai-based company, Emirates Telecommunications Corporation, branded trade name

Etisalat, was able to get the 26 shares of PTCL, it also won with a large margin in the bet for
privatization of PTCL. Etisalat is a multinational UAE based telecommunications services
provider, it is currently operating in 18 countries. As of February 2014, Etisalat is the 13th
largest mobile network operator in the world, with a total customer base of more than 167
million. So in this way 72% of the share remained from which the shareholding of PTCL became
62% and the remaining 12 % of the share sold to the general public. However, the 62% of shares
still remain under the management of government-ownership of state-owned corporations
(SOEs) of Pakistan.

Immediately, Government's plan of privatizing the PTCL were not welcomed countrywide so at
that time, many strikes and protests were held by the PTCL workers. They disrupted phone lines
of institutions like Punjab University Lahore along with public sector institutions were also
blocked. After this situation, the Military had to take over the management of all the exchanges
in the country. The Government and the employees of PTCL decided to end their contention with
the agreement that there will be a 30% increase in the salaries of employees.

In 2009, PTCL decided to increase the 7-digit subscriber number into 8-digits. This was due to
the large demand for the landlines in Lahore and Karachi. Previously there were 7-digit number
but after time had passed after the privatization of PTCL with Etisalat, there was huge demand of
landlines in many cities.

As of 2014, in many local areas of Pakistan, PTCL was notorious for its customer care services
and customer satisfaction. Since then, PTCL stepped up in the care services and used IT
Revolution in its system. For example, Customer segmentation implemented in the Customer
Relationship Management (CRM) application enabling tailor-made priority services to high-
value customers.

As of 2015, PTCL has improved much better in the network footprint. PTCL has introduced
shell based cooling system for essential equipment to reduce operational expenses. Fiber network
rehabilitation to reduce signal losses in the fiber network and enable higher transmission rates.
Moreover, Gigabit-capable Passive Optical Network (GPON) based connectivity solution
provided to Rawalpindi/Islamabad Metro Bus Project to interlink its stations and ticketing
systems. The data collected from 6th June, 2015 to 6th September, 2015 states that there is a total
usage of 10.1TB of Metro stations and Metro Buses combined.

According to the 2015 ‘Insight’ magazine of PTCL, PTCL revenue is 39.35 billion rupees. Also,
revenue from the Data service registered 17% increase over same period last year. Whereas,
PTCL’s operating expenses decreased by 5% over the same period last year. Last but not the
least, PTCL’s net profit after tax for the period was 6.07 billion rupees.

PTCL VISIT:

To investigate that how employee motivation affects the organization productivity, we choose
the most renowned organization that is Pakistan Telecommunication Company Limited (PTCL).
We selected the HR Department. As in any organization, HR department play a vital role in
increases the employee motivation. So we choose it so that we observe that how much their
employees are motivated and what type of strategies they are following in their organization
regarding employee motivation. Also study the effects of Employee Motivation on the
organization productivity. So during our visit, we met with the Assistant Manager of HR
Department whose name is Miss Mehwish Shams and asked different types of question about
their employee’s motivation, we also float questionnaire for employee to take their feedback
about their organization HR Department to observe the fact.

AM of HR Question/Answer Session:

Miss Mehwish Shams, the Assistant Manager told us about their strategies and other things that
do to motivate their employees which consist of following points:

1) Importance of Human Resource Department:

We ask about the importance of HR department. She said that we have 18000 employees
all over the Pakistan. So if we have HR department then it becomes very helpful to
manage all the employees. Hiring of new employees and promotion of old employees
becomes systematic and also helpful in settle down their payroll, jobs allowance, training
etc. PTCL have HR Department for the last 15-20 years. Now it gets matured and include
in the successful departments of PTCL. It also has sub-departments which includes
Strategies making, Training/Talent, HR Operations, Organization Development (OD) and
a separate Admin Department.

HR Department

Organization
Strategie
HR Operations Talent/Training Developmeny Administration
Making
(OD)

Sub-departments of HR
In Strategic making department, we make strategies regarding increase in motivation level of
employees, deciding the pay levels of every employee and other allowances etc.

In HR Operations, it deals with the employees leave approving, daily attendance of an

employees, resign, termination and promotion of employees and keeps the record of every
employee of the organization.

In Talent/Training Department, it deals about the training of employees, emerge new talent
and innovation that become fruitful for the organization.

In Organization Development (OD), it deals with the performance of the organization, make
Job Descriptions (JD) and Job Specifications for the specific jobs, make the hierarchy and
reporting level for the organization.

In HR Admin Department, they have the administration control like logistics etc.

2) Strategies For motivating the employees:

We ask about the type of strategies you follow to increase the employee motivation. She
told that they implement many strategies for this purpose like they arrange Sports
activities, Family gala, send employees on a vocation trip, increase the salary, give
bonuses to that employees whose work is outstanding. Implementing these strategies,
employee feel secure about the job and become more loyal to organization.

3) Extrinsic and Intrinsic awards:

We ask about the importance of Extrinsic and Intrinsic awards and how they will affect
the employee motivation. Miss Mehwish told us that these awards should be aligned and
give to only that employee who do their best because if we give awards to all employee
then these awards will lose their worth so to avoid this we choose that employee whose
 performance reach the standards. She said that in PTCL there is award named as
"Business Excellence Award", this award give to that employee whose performance is
outstanding and it will helpful for the organization to reach the goal. She also said that it
should be aligned, but practically, it is difficult because every employee has their own
choice. Some will considered the bonuses, awards and vocation trip means extrinsic
awards and someone need appreciation for their work mean that intrinsic awards is more
important for him/her.

4) Training:

When we ask about the training of employee, Miss Mehwish told us that their department
arrange regular training campaigns for their employees e.g. she told us about their fire
safety training and first aid training that is for all the employees of company but some
trainings are specific for the specific employees. For example, there is a "FUEL"
program for the future leaders. FUEL Program is a dynamic two-year leadership
development offering exclusive learning opportunities to the passionate and ambitious
high potentials Junior-Middle manager. The purpose of this program is to accelerate the
development of leadership qualities. PTCL also introduce Harvard Manage Mentor
(HMM) for the members of Fuel program. PTCL also have "HRCI Certification
Program" in which there is an opportunity for the HR team members to get certified by
HRCI with additional benefits offered by group including a chance to attend SHRM
Annual Conference in US, one year online membership of SHRM and International
Development Assignment with Etisalat Group. Moreover, she said that training is also
helpful to increase motivation level of their employees because when the organization
arrange some training for their employees to remove their deficiency in their work
productivity, this would create the sense of responsibility in the employee and the
employee feels that his/her company is investing on him/her, so he/she becomes more
hardworking to contribute more to reach the organization goal with more dedication.
Also it also increases the loyalty towards the organization.

5) Employee Feedback System in PTCL:

Employee Feedback System is very important factor for any organization. Due to this, we
come to know about the strengths and weaknesses of the HR department. Miss Mehwish
also explains the employee feedback system in PTCL. She said that there is an outside
company named as "KENEXA" which take the feedback of employees of PTCL. It is a
type of questionnaire that contains the questions about organization and its different areas
 regarding promotion, salary, the behaviors of the colleges and their immediate bosses
with them etc. This feedback is taken annually by the organization and it is named as
"Annual Employee Engage Survey" She said that it is highly confidential and the
company even don’t know the employee which gives that special remarks and the
purpose of taking the feedback from the outside company is because the employees feel
free for giving their feedback about organization. It is very helpful to known about that
where the organization lacks. On the results of that feedback, we have meeting on which
we study about the deficiencies of HR department and the organization. Then we make
action plans to minimize the weakness of organization and avoid high turnover rate. She
also mentioned the results of Annual Employee Engage Survey 2014 in which she told us
that the high percentage of employees have an issue about the promotion of the
employees. So then we make action plan to promote the employees who deserves it. And
in 2015 results, the problems regarding the promotion have been decreased.

6) Organization Structure of PTCL:

We talk about the organization structure of PTCL that whether it is centralized or

decentralized. Miss Mehwish said that their HR department is centralized and mostly
departments are also centralized because she gave a reason that they have to handle
18000 employees across the Pakistan from the PTCL Headquarters located in Islamabad.
So if there is decentralized structure of organization and especially Human Resource
Department then it is very difficult to control 18000 employees of organization. In this
way, we don't know which person is working for us and also there is a lot of issues about
pay levels and other incentives of the employees. So that is why centralization is
necessary for the Human Resource Department. She also said in some areas they
empowered their employees. For example, the "Talent Department" there is decentralized
structure because in Talent Department we have to know the ideas of the employees of
the department to emerge the new talent and give their own opinion. She also said that we
also empowered the employees in that projects those are of low cost or that type of
projects in which the chances of risk are low.

7) Preference of Experienced or Fresh Graduate candidate:

We ask about their preference of experienced or fresh graduate candidate for the job. She
told us that it depends upon the post. If the post require the experienced person like for
managerial post e.g. Assistant Manager(AM), General Manager(GM) post, we hire
experienced person and if require diverse force with new ideas then we hire fresh
graduates for non-managerial employees. We also offer Triple E Internships for the fresh
graduates. This internship helps the graduates to become familiar with the professional
 life, groom the graduates as professional, teach the graduates to work in the challenging
environment. Also encourage them and give chances to discover their talents and
potentials.

8) Job Rotation:

About job rotation, she said that it is very important for the employee professional growth
and become familiar with other departments. In this way, the employee gain experience
and become more responsible. It is important in that case when we train the employee as
a leader to fill the top level manager post of organization in future.

Questionnaire for the Employees:

We also float questionnaire for the employees to take their point of view about Human resource
department. How much they are satisfied with the HR department, how much they are motivated
and also observe that according to them, what those factors that affect the employee motivation.
For this purpose we float questionnaire in various department of PTCL to take their feedback
which includes HR department, Customer care department, Marketing Department and Digital
communication department. We ask 15 questions regarding their salary packages, financial
incentives etc. On the basis of the Questionnaire we compare the views of both from Top
authority and from employees.

Following are questions in questionnaire:

1) You feel satisfied yourself with your job overall?

2) Competitive work environment is an important factor for motivation.
3) Financial incentives increase employee work productivity.
4) Collaborative organization structure increases the work productivity of employees.
5) Job security increases the employee's loyalty towards organization.
6) Promotion of efficient employees is necessary for motivation.
7) Supervisor and coworker at PTCL have good behavior towards associates and subordinates.
8) Extrinsic and intrinsic rewards both have equal importance for employee's motivation. Does
it follow by PTCL?
9) Pay level and job benefits at PTCL are effective.
10) Recognition at company motivates employees to work harder and with devotion. Does it
follow by PTCL?
11) Employee feedback system at PTCL is effective.
12) Appraising the employee increases the employee's loyalty towards organization. Does it
follow it by PTCL?
13) Does PTCL follow any policy to motivate their employees.
14) Training for new and existing employee is necessary. Does it follow by PTCL?
15) Employee Empowerment is an important factor to improve the employee service and
performance.

Corresponding to each question we declare a likert scale having five options that are:

(a) Strongly Agree

(b) Agree
(c) Neutral
(d) Disagree
(e) Strongly Disagree

Questionnaire Results:

Question # 1
Strongly Agree Agree Neutral
Disagree Strongly Disagree
3%

13%

43%

40%
 Question # 2
Strongly Agree Agree Neutral
Disagree Strongly Disagree
3%

13%

43%

40%

Question # 3
Disagree Strongly Disagree
3% 3%

Neutral
13%

Strongly Agree
47%

Agree
33%
 Question # 4
Strongly Disagree
3%

Neutral
17%
Strongly Agree
37%

Agree
43%

Question # 5

Neutral Strongly Disagree

3% 3%

Strongly Agree
40%

Agree
53%
 Question # 6
Neutral Strongly Disagree
3% 3%

Agree
33%
Strongly Agree
60%

Question # 7
Disagree Strongly Disagree
3% 3%

Neutral
17%
Strongly Agree
37%

Agree
40%
 Question # 8
Strongly Disagree
7%

Disagree
17%
Strongly Agree
33%
Neutral
13%

Agree
30%

Question # 9
Strongly Disagree Strongly Agree
3% 10%

Disagree
30% Agree
23%

Neutral
33%
 Question # 10
Strongly Disagree
7%
Strongly Agree
20%
Disagree
20%

Neutral
17% Agree
37%

Question # 11
Strongly Disagree Strongly Agree
17% 13%

Disagree
13%

Agree
Neutral 40%
17%
 Question # 12
Strongly Disagree Strongly Agree
7% 10%
Disagree
10%

Agree
33%

Neutral
40%

Question # 13
Strongly Disagree
Disagree 3% Strongly Agree
10% 13%

Neutral
27%

Agree
47%
 Question # 14

Neutral
27% Strongly Agree
20%

Agree
53%

Question # 15
Disagree Strongly Disagree
Neutral 3% 3%
3%

Strongly Agree
37%

Agree
53%

Observation & Comparison:

Now we observe and compare the feedback of Assistant Manager with the views of employees.
As regarding the first question, 43% employees are strongly agree and 40% are agree that they are
satisfied with their job. This means that HR department of PTCL is overall good.
In second question, we get the results that shows 43% employees are strongly agree and 40%
employees are agree that they need a competitive work environment is important for organization
to keep a healthy competition among employees.

In our survey we find that financial incentives are important for employee motivation. Results
shown that 47% employees are strongly agree about that point. As it is a truth that mostly people
do their job to earn money. So, when the employee gets a good salary package and other
incentives, they will become more motivated.

As collaborative organization structure is important to keep the friendly atmosphere between the
employees. In our survey, we find that 43% employees are agree that there should be a
environment in an organization where colleges help each other during their problem and do their
work collectively so that organization leads towards the mission more effectively.

Along with the promotion of competent employees, the organization also realizes the employees
that their jobs are secured. In our survey, 54% employees are agree and 40% are strongly agree
that job security is an important factor for the employee. Because, if the employee feel secure
about the job, then he will work with more dedication. It also increases the employee loyalty
towards the organization.

Promotion of efficient employees is very important factor for motivation. That is why, 60%
employees are strongly agree about the promotion. Also Assistant Manager said that they have
policy that efficient employees must be promote and the employees are also agree about that
point, this means that their policy is very effective and implemented in the organization.

When we ask about the behavior of supervisor and coworker with him/her at PTCL, so 37%
employees are strongly agree and 40% employees are agree that their behavior is very good. It is
important because if the behavior is not good or insulting, then the employee feels shame and
his/her abilities become dull. This will decrease the performance level of an employee.

As we know that extrinsic and intrinsic awards are also important for employees' motivation. So
when we get feedback about this factor from PTCL employees, we receive the information that
33% employees are strongly agree and 30% are agree about that point. Also Assistant manager
share that they have a criteria for giving the awards and the employee who fills that criteria, get
promoted. This means that the award and bonuses are given using fair methods and favoritism is
not allowed. But 17 % employees are also disagree which is enough to we consider them. This
means that although the policy and rules for awards is good but it also has some flaw in it. So, HR
department should try to sort the problems of the employees that may be the employees are under
trained, not motivated or company does not own them. So as a well reputed organization, PTCL
HR Department also looks on that factors and bring complete fairness awards system for all the
employees.
About the pay levels at PTCL, 34% employees are neutral, 30% are disagree that the pay levels in
PTCL is not satisfactory while Assistant manager is said that they provide good salary packages
to the employees. So HR department should work on this problem. Because we know that the
basic needs of employee is a good salary packages and if they do not receive a good salary
packages that is sufficient for their needs so it become a cause of de-motivation for the
employees. This also proves harmful for the organization that the competent employees switch to
other organization. This will become a loss of quality workforce and need more resources for new
hiring and training of employees.

We have question about recognition of employees in PTCL and we get results shows that 36%
agree, 20% are strongly agree, 20% are disagree. This shows that generally PTCL recognize their
employees but we cannot ignore the disagree percentage. 20% employees are disagree that means
PTCL should recognize and motivate the employees whose productivity is not satisfactory
because these employees are also part of organization and their performance also affects it.
Organization should own them by giving them confidence, respect and solve their problems that
are lie in their path of success. In this way, the organization performance also increases.

Assistant manager said that they have a strong employee feedback system but we get result that
shows that only 40% are agree but 17% employees are also disagree and 13% are also strongly
disagree. This means if the employee feedback system is effective then we get maximum results
but actually we receive only 40% employees are agree.

We ask question about that PTCL appraisal system to the employees. We get results that shows
that 40% employees are neutral and 33% employees are agree. This means that HR department
should work on this point because 40% is less percentage and appraising the employees is a good
source of motivation.

When we ask about the strategies for motivating the employees, Miss Mehwish Shams, the
Assistant Manager, she said that they adopt different strategies to motivate the employees like
training, bonuses and awards. We also get results that shows 47% employees are agree and 27%
employees are neutral that these strategies are helpful for the motivating the employees.

When we ask about training policies of PTCL, 53% employees are agree and 20% employees are
strongly agree that the policies for training the employees are very fruitful and majority of the
employees are satisfied with it. Also Assistant Manager shares the details of training and their
benefits for the employees (mentioned in HR Head Question/Answer Session). This shows that
the training is also an important factor in motivation.

The last question in our questionnaire is that we ask about the employee empowerment and their
importance in employee service and performance. So we get results that shows 54% employees
are agree and 37% employees are strongly agree about it. We also take feedback from Miss
Mehwish Shams, the Assistant Manager, she said that they empowered the employee in that
project in which the risk is low or of low cost. Also she said that it depends upon the department.
For example, in Talent Department of HR, we empower the employee for new ideas or innovation
but in generally the HR department is centralized means there is no empowerment.

Conclusion:

By observing the results of our research, we conclude that although the HR department works
efficiently in the organization. But there is some flaw in it that is in Employee feedback system,
Employee salary packages, Performance appraisal system and in recognition of employees. These
are those factors that will prove harmful for the organization because all these factors direct
affects the employees and also become a source of de-motivation. So, the Miss Hina Khalid,
General Manager of HR, and the Miss Mehwish Shams, Assistant Manager of HR, must focus on
these issues and develop new strategies and policies that will helpful to overcome these problems.

Recommendations:

Here, we give some recommendations about the solution of the problems. First, mostly employees
are not satisfied with the KENEXA organization, so the management team tries to know the
reason behind this issue and solve the issue. If the issue will not resolve, then they take feedback
from the other organization. Also raise the employees’ salaries and give other allowances like
medical, fuel, accommodation etc. HR Department should also enhance the performance appraisal
systems because majority of employees are not satisfied with this system. They should take fair
comparison between employees and give the awards to the deserving employees. Also give
intrinsic awards to employees because some employees prefer intrinsic awards over extrinsic
awards. PTCL also gives importance to their employees and recognize them. They should
arrange the meetings for counseling the weak employees whose performance is getting low with
the passage of time. High authority should interact with their non managerial employees and try
to know their problems that hinders in their way of progress, also motivate them, empower them
and develop good interpersonal skills. We hope that by following our recommendations, these
problems get minimized.

References:

 http://www.businessdictionary.com/definition/motivation.html
 http://www.yourarticlelibrary.com/motivation/5-importance-of-motivation-in-
business/992/
 https://businesscollective.com/37-ideas-for-motivating-your-employees/
 http://www.huffingtonpost.com/margaret-jacoby/top-5-ways-to-motivate-
yo_b_5839504.html
