PRINCIPLE OF

MANAGEMENT AND

20
LEADERSHIP

PAKISTAN'S
TELECOMMUNICATION
COMPANY LTD

Aliza Alwani || F20CSC22

Dileep Kumar || F20CSC47
TABLE OF
CONTENTS
03
Introduction
13
Level of Management

04 14
Mission, Vision & Objectives Ethics, Morals, Values & CSR

05
SWOT Analysis
18
Organization Structure and
Design
06
PESTLE Analysis
19
Leadership style and Focus
09
ANSOFF & BGC Matrix
20
Recommendation &
Conclusion

ORGANIZATION REPORT - PTCL 2022

 INTRODUCTION
·Pakistan Telecommunication Company Limited (PTCL) is the
largest integrated Information Communication Technology
(ICT) Company of Pakistan. With a humble start from a
telephone and telegraph department in 1947, it has evolved to
offer latest digital and telecommunication technologies today.
With the largest fixed line network of the country, PTCL offers
products and services like high speed Broadband internet,
CharJi wireless internet, and Smart TV (IPTV) service, over-the-
top (OTT) applications like Smart Link App, Smart TV App and
Touch App, and world class digital content like Netflix, iflix
and icflix. PTCL’s enterprise grade platforms like Smart Cloud,
Tier-3 Certified Data Centers, Managed Services and Satellite
Services are meeting the connectivity needs of organizations
and enabling businesses to operate more efficiently. It acts as
the communication backbone for the country with largest fiber
cable network that spans from Khyber to Karachi and
submarine cables connecting Pakistan to the world.

PTCL is proud of its more than 70 years heritage; connecting

people of Pakistan. PTCL has always played its part in
development of the country and is committed to building a
prosperous and digitally connected Pakistan.

ORGANIZATION REPORT - PTCL

MISSION, VISION
AND OBJECTIVES
Mission
To be the partner of choice for our customers, to develop our people and
to deliver value to our shareholders.

Objective
The objective of PTCL to provide the latest telecom facilities at reasonable
rate with quality standard of International level. As other world telcos are
proceeding in this direction, so we should also make investment in project
pertinent to the objectives of a business.
·PTCL owns 2 subsidiaries, Ufone and UBank.
·PTCL is a part of the consortium of 4 major Submarine communication
cable networks: SEA-ME-WE 3, SEA-ME-WE 4 and I-ME-WE and AAE-1.
PTCL is striving towards out casting all the other telecommunication
services available in Pakistan.

To be the leading and

most admired
Telecom and ICT
provider in and for
Pakistan.

ORGANIZATION REPORT - PTCL

SWOT ANALYSIS

ORGANIZATION REPORT - PTCL

PESTLE ANALYSIS
01 — Political
With PTCL being the largest telecommunications provider
in Pakistan, political factors have a great influence on its
huge market shares. The government’s role in selling
shares of PTCL has been seen in the past. Pakistan has
recently become politically stable and if the current
government is stable and beneficial to Pakistan’s
economy, it is also beneficial to PTCL and they will be
able to improve both their market value as well as their
technology.

PTCL’s Standard PTCL acknowledges and respects the

legal right of its employees to support and have political
affiliations in their own private capacity. However, PTCL
is a strictly apolitical organization and does not engage
in political activities, support political parties or have
any political affiliations.
02 — Economic
·Mobilink, zong, ufone and warid, despite being indirect
customers of PTCL itself, are currently attracting more
customers than PTCL and have become its major
competitors. Due to the unstable inflation rate in
Pakistan, the spending capacity of customers has
reduced significantly, reducing the number of customers
in the market. However, every time Pakistan’s economy
grows, it also impacts PTCL positively.
·Privatization resulted in favor of PTCL in terms of
economic influence.
·The results also explored negative impact of
privatization on the economy by creating uncertainty in
the employees working in the state-owned organizations,
which have potentials to be privatized.
ORGANIZATION REPORT - PTCL
PESTLE ANALYSIS
03 - Social
·The trends in Pakistan are changing and the general
population is more educated and more aware of market
conditions. Today’s generation spends more on
entertainment than ever before, PTCL can seize this time
and opportunity and improve on its entertainment products
such as the smart TV. With more informative customers PTCL
also needs to improve its advertising techniques.
·Due to COVID, PTCL Group’s revenue of Rs 31.8 Billion in Q1
2020 is lower by 5% as compared to the same period of
last year.
·PTCL, in collaboration with International Rescue
Committee (IRC) and the Government of Pakistan,
launched awareness campaign on COVID-19 to ensure that
verified information is available on PTCL digital mediums
for general public consumption. For their ease and
convenience, PTCL is facilitating its customers with online
channels such as PTCL website, Touch App, online banking,
mobile financial services, etc. so they can avail PTCL
services while observing the recommended social
distancing.

04 - Technological
·Technological factors are perhaps the most influential for
PTCL. Technology advancing with an unstoppable pace
also means greater competition for PTCL and even newer
product competing for the market shares of those existing.
·The automation of many unskilled tasks can allow
companies to replace human production lines with entirely
machine ones.

ORGANIZATION REPORT - PTCL

PESTLE ANALYSIS
05 - Legal
·Legal factors related to the telecommunication industry
can directly affect PTCL. Granting license to foreign
companies to setup in Pakistan can greatly affect the
market shares of PTCL. Legal factors are also responsible
for the extent of rights the competitors of PTCL have.

06 - Environmental
·Being the largest telecommunications provider in Pakistan
also means having a huge work force, multiple factories,
and countless franchises. Each place and person are
impacted by the ecological environment.
·Similarly they also have an impact on the ecological
environment. The pollution from factories may critically
damage the air and be harmful to the workers as well as
residents nearby.
·These factors include limited natural resources, waste
disposal, adverse impact of production on environment etc.

ORGANIZATION REPORT - PTCL

ANSOFF AND
BGC MATRIX
How could you apply growth strategies to the company?

There are four types of growth strategies;

1.Market Penetration
2.Product Development
3.Market Development
4.Diversification

ORGANIZATION REPORT - PTCL

ANSOFF AND BGC MATRIX
Market Penetration:
There are two methods of market penetration. First by decreasing the
product price to get new customers and secondly by promoting their
brand or given out discounted deals to the customers or distributor.
They need to lower their price since they charge more as compared to
other companies if they want to compete with them or want market
growth.

Product Development:
A company invests money in research and development to create new
products. PTCL should invest in new products to get market share as
technology is improving day by day. Since most of the companies are
focusing on 5g technology, they should also focus on it. Their
competitors are always try to invent new things.

Market Development:
The firm enters a new market with its existing products, firstly by
expanding regionally or Entering into a foreign market. PTCL need to
expand their territory out of the country and inspire the foreign
customers by their quality and service which will increase their market
growth and share as well which has to be as soon as possible as
competitors need have better service than them.

Diversification:
There are two types of diversification:
1. Related Diversification
2. Unrelated Diversification
Related diversification is something like accruing another business, but
of related industry such as accruing competitors to eliminate them from
industry. They needed to take down their competitors (Zong), as they
have more market value and growth than them
Unrelated diversification is something like accruing another, but of
unrelated industry to increase share in market and be not depending
on the one company for profits but now on there is no need to do that
before that they need focus on other things.

ORGANIZATION REPORT - PTCL

BGC MATRIX

Star Product - Internet broadband devices

As we all know PTCL internet product is more popular than any other
product as it is the main distributor for internet network to the local
internet network supplier. As it provides internet service to more than
2000 cities in Pakistan. It provides unlimited downloading with high
speed data. Mostly every house has PTCL broadband devices or
wireless internet devices EVO Chargi , EVO 4G, EVO CarFi

Question Product – PTCL Smart TV

Now the time has changed, technology is getting smarter day to day so
the Ptcl smart TV has higher market growth but it has less market share
then another smart line technology as it doesn’t have much advanced
technology then other company smart product as trend of cable
operator is getting older as smart TV has advanced features 120+ live
TV channels, over 12000 hours of entertainment content, time shift TV, TV
on demand, video on rent, personal video recorder or much more. It is
more costly as we have to purchase or subscribe to have these features
monthly, but other companies gives us these features build-in to these
devices which is drawback for Ptcl smart devices.

ORGANIZATION REPORT - PTCL

 BGC MATRIX
Dog Product - PTCL V-fone
It is the advanced technology of PCO but its wireless. Its many
features include wire free, hassle free, crystal clear voice quality,
ease of mobility and it also has a facility of recharge option but now
mobile phones are used instead with a wireless internet options which
vfone doesn’t leading it to be the biggest drawback. Hence vfone is
a dog product with no market value or growth which has made the
company to abandon this product.

Cash Cow Product -Telephone

It was the most widely used product. With the most reasonable call
price, it gives us crystal-clear voice quality, provides caller ID,
answering machine and many more features. But now it’s has quality
drop and people are also now shifting to mobile phones for their
daily usage for its ease of mobility and many more features than a
telephone. Regardless, mostly people who don’t use mobile phone
are still using this product, primarily aged people. They have
telephones in their houses so that’s why it is cash cow product which
have low market growth but high market share.

ORGANIZATION REPORT - PTCL

LEVEL OF MANAGEMENT
Centralization and Decentralization
Centralization tends to concentrate decision making at the top of
the organization whereas decentralization disperses decision
making and authority throughout and further down the organization
hierarchy and that's why PTCL follows a decentralized pattern
because it gives, employees an impression, that the organization
belongs to them and they belong to it.

LEVEL OF MANAGEMENT:
It also includes three levels:
strategic level, business level and functional level.

The PTCL's strategic level, which consists of the president and his
ultimate four subordinates on the top, perform the function of strategic
formulation and decision-making with the assistance of other units.
PTCL's business level consists of the six supporting expert's heads and
their 12 subordinates.
They perform the implementation function. Whereas the functional
level, consisting of subordinate units and employees, executes the
strategies and decisions taken by the strategies level and assigned
and communicated to them by the business level.

ORGANIZATION REPORT - PTCL

ETHICS AND
CULTURE
PTCL has certain accepted rules which are intended to encourage ethics,
reliability and polished methodology inside the establishment.
PTCL is an organization with strong corporate culture.
All staff members, including executives, are held accountable based on
these rules while performing their essential tasks. This is to protect their
commitments to protect public trust, ensure acceptable turn of events
and progression and make a motivating force in the Organization.

Preventing Harassment & Violence:

Any form of harassment or violence, more specifically, any conduct that
appears to be disturbing or unsettling. For instance, utilizing unseemly
language or keeping or posting improper materials in work zones.

Equal Opportunity:
Equivalent open door can be characterized as giving a reasonable
possibility of accomplishment and development to everybody paying
little heed to any personal or professional affiliations. A work environment
with equivalent open doors for all makes the ideal formula for an
association to accomplish its goals

Diversity:
Diversity is the distinction of assessment/views emerging because of
gender, age, insight, mastery, education, incapacity and financial status.

Safe and Healthy Working Environment:

Everybody at PTCL is qualified for a protected, secure and solid work
place having the essential offices and measures to deal with/manage
crisis circumstances.

ORGANIZATION REPORT - PTCL

VALUES
1. We Care:
We treat everyone with respect, dignity and responsibility.

Desirable Behaviors:
We respect everyone.
We treat others the way we want to be treated.
We maintain safe and enabling environment.
We fulfill our commitments.
We care for our communities and society.
We safeguard company assets and information.

2. We put customers first:

We are passionate about serving our customers. Their satisfaction is a key
measure of our success.

Desirable Behaviors:
We look at everything through the eyes of the customer.
We build trust through our open and transparent communications.
We create ese of use by making things simple.
We anticipate customer needs and resolve proactively.
We go out of our way to build customer relation.
We take pride in making our customer experience delightful.

ORGANIZATION REPORT - PTCL

VALUES
3. We work as one team:
We seek and value everyone’s contribution. Together we are strong.

Desirable Behaviors:
We trust each other.
We set realistic expectations.
We listen and share candid feedback.
We recognize contributions, celebrate success and learn from failures.
We exhibit patience and tolerance.
We go extra mile to support others

4. We Embrace Change:
We shape our own destiny by being proactive and open to new ideas.

Desirable Behaviors:
We pursue excellence.
We encourage diverse perspectives.
We are empowered and accountable.
We exhibit entrepreneurial mindset.
We are ready to unlearn and relearn.
We take risks for meaningful change.

ORGANIZATION REPORT - PTCL

CORPORATE SOCIAL
RESPONSIBILTY
EDUCATION

1
Pakistan Telecommunication Company Limited (PTCL)
keeps on advancing schooling and boost knowledge
revolution by giving youth admittance to internet learning
through the organization's Illuminating Learning Movement
(ILM) program. PTCL firmly accepts that an informed
Pakistan is a more splendid Pakistan.

YOUTH DEVELOPEMENT

2 Pakistan Telecommunication Company Limited (PTCL) has

made its ways for the gifted young people of Pakistan
through its One-Year Paid Internship Program 2014. The
program empowers new alumni to develop important skills
and experience needed to contend in the present fast
moving and testing job market.

HEALTH AND SAFETY

3
PTCL, as a team with National Highway and
Motorway Police (NH&MP), coordinated Road Safety
Session to spread knowledge about street security
measures and traffic rules. This occasion was
coordinated at PTCL Headquarters though
representatives as the organization cares for their
security as a part of PTCL's Safety Awareness
Campaign.

ORGANIZATION REPORT - PTCL

ORGANIZATION
STRUCTURE AND DESIGN
Work Specialization
Whole organization is departmentalized into six major activities and
then further divided. They are: Administration, Finance, Technical,
Operations Human Resources and Marketing.

Departmentalization
The PTCL's strategic level, which consists of the president and his
ultimate four subordinates on the top, perform the function of strategic
formulation and decision-making with the assistance of other units.
PTCL's business level consists of the six supporting expert's heads and
their 12 subordinates.

Chain of command
As it is a contemporary organization so employees have reporting
relationship and there is a narrow span of control in organization.

Span of control
Span of control refers to the number of immediate subordinates who
report to a manager wide spans or a manager who has relatively large
number of immediate subordinates, usually results in few organization
levels and flattening out of the structure. In case of PTCL, complexity of
the work does their roles.

Centralization/Decentralization:
Centralization tends to concentrate decision making at the top of the
organization whereas decentralization disperses decision making and
authority throughout and further down the organization hierarchy and
that's why PTCL follows a decentralized pattern because it gives,
employees an impression, that the organization belongs to them and
they belong to it.

Formalization:
PTCL follows and uses formalization by focusing on roles and positions.
High formalization is present.

ORGANIZATION REPORT - PTCL

 LEADERSHIP STYLE
AND FOCUS
PTCL FOLLOWS TRANFORMATIONAL LEADERSHIP STYLE
Transformational leadership is a leadership style that can inspire positive
changes in those who follow. Transformational leaders are generally
energetic, enthusiastic, and passionate. Not only are these leaders
concerned and involved in the process; they are also focused on helping
every member of the group succeed as well.

7 traits that prove PTCL follows Transformational Leadership Style:

1. Curiosity
It is their curiosity rather than their intelligence that drives them to find
innovative solutions to long understood problems.
2. Communicative
Transformational leaders are effective communicators.
3. Visionary
Transformational leaders use their keen perception to look toward a
better future and see the small obstacles hindering smooth execution.
4. Team First Attitude
Transformational leaders follow through on a shared vision by engaging
all team members.
5. Simplicity
Transformational leaders speak clearly and communicate concisely to
articulate their vision.
6. Charismatic
Charisma is essential for transformational leaders because it is their
responsibility to rally team members around a shared vision of a better
future.
7. Tolerance For Risk
Transformational leaders understand that calculated risk taking is a
necessary and integral part of their job.

ORGANIZATION REPORT - PTCL

RECOMMENDATION
Below are the recommendations which I found about the organization. If
these are acted upon, the organization will be in a high profit then it is
going now and high number of customers will be attracted to them.

1. There should a proper flow of communication between top and low

level managers.
2. The employees should be sent for the national level training camps so
that they can serve the customers in a better way.
3. There should be a proper procedure of installing new connections to
the new customers of Broadband such as line testing.
4. There should be appointed a well educated staff for the better growth
of the organization.
5. Some setup for the 24/7 support should be made for the local people.
6. Some techniques should be developed by the top level managers to
start proper coordination among the different department.
7. Increase network capacity.
8. Improve complaint department.
9. Immediate response to the customers.
10. Proper billing system with advancements.

ORGANIZATION REPORT - PTCL

CONCLUSION
PTCL first started operations in 1991 under the Pakistan
Telecommunication Corporation Act. Since then, PTCL has become
the largest telecommunications provider in Pakistan. Being the
main distributor for the internet network, it provides internet to
more than 2000 cities in Pakistan. PTCL also owns two subsidiaries,
U-Bank and U-fone, is a part of a group pf four major submarine
communication cable networks, has its own Wi-Fi service known as
Managed Wi-Fi, is currently the biggest CDMA operator in
Pakistan and has more than 0.8 million v-fone customers. PTCL
envisions to be the most admired and leading Telecom and ICT
provider in Pakistan.

With values such as caring about respect and dignity, putting

customers first, working as a team and embracing change PTCL
has a well-formed organizational culture. PTCL has also stepped in
to play its role in society whenever the nation has been struck by
natural disasters. Their CSR plan has focused on volunteer
programs, promoting education, encouraging youth development,
spreading health and safety awareness and preserving the
environment.

ORGANIZATION REPORT - PTCL