Pakistan Telecommunication Company Limited

INTERNSHIP REPORT
Degree Title:
Bachelor of Science in Management
Internship Duration:
6 Weeks
Department:
Human Resource Department
Branch Address:
CTH Building PTCL, 1-Mcleod Road, Lahore.
Submitted By:
Aareela Zaheer
Facilitated To:
Haris Ejaz
Assistant Manager (HR)

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 PREFACE

The report is basically a constructive and practical experience of a significant practice of BS-
Management Program. The sole objective of this experience is to understand the HR concepts
and its practical implementation. This whole experience also fullfills a gap between the
Academia and Industry. This report provides substantial kmowledge about how well known
organizations i.e, PTCL manages and handles the basic Management operations and HR
practices.
In the initial part of the report there is company’s general introduction including brief history,
mission, vision, core values and then further some important terms are explained.
In the second part, there is an indepth discussion of Human Resoure Department of PTCL
which incldes its HR practices. Furthermore, the tasks and duties that I’ve performed are
elaborated during these 6 weeks internship.
In the final part, SWOT Analysis of PTCL is discussed which helped me to identify the
effective and strong areas of the company also the areas with major shortcomings and pitfalls
which can be further improved through implementation of various HR strategies and
practices.
All the information that this report contains is solely based on my personal experience and
observation during my internship period and all these points are well elaborated mainly
because of my practical experience through proper working in department and face to face
interaction with staff members of PTCL.

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 ACKNOWLEDGEMENT

Firstly, I would like to express my gratitude to Almighty Allah for enabling me to complete
this project.
I would like to express sincere gratitude to my advisor, supervisor and mentor Mr. Haris Ejaz
(Assistant Manager HR) for his continuous support and guidance throughout my internship
period and also for his patience, motivation and immense knowledge. His guidance helped me
a lot during my project and while writing this report as well.
I would also like to thank HR manager and the whole staff of HR department of PTCL for
giving a friendly environment to work, learn, grow and most importantly their time and
cooperation during the internship period. At last a sincere thanks to all for kind behavior.

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 TABLE OF CONTENTS

Chapter #1: Introduction of PTCL ……………………………………… 6

1.1 Brief History of PTCL

1.2 Subsidiaries of PTCL
1.3 Vision, Mission and Corporate Values
1.4 Objectives of PTCL

Chapter # 2: Organizational hierarchy …………………………………. 9

2.1 Organizational Structure of PTCL
2.2 Organizational Chart
2.3 Types of employees in PTCL

Chapter #3: Departments in PTCL ……………………………………… 10

3.1 Technical Department

3.2 Operational Department

3.3 Finance Department

3.4 Procurement Department

3.5 Human Resource Department

3.6 Sales Department

3.7 Corporate Department

Chapter #4: Human Resource Department of PTCL ……………………. 11

4.1 Talent and Acquisition
4.2 Training and Development
4.3 Compensation and Benefits
4.4 Employee Relations
4.5 Health and Safety of Employees
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4.6 HR Structure
Chapter #5: Internship Tasks and Duties …………………………………. 13
5.1 Self-Analysis
5.2 Talent Review Follow-Ups
5.3 HR Smart Service Kiosk Project
5.4 Employee Engagement Activity
5.5 Job Analysis
5.6 Job Description and Specifications
5.7 Employee Database and Attendance Sheet
5.8 Employee Profile for Succession Planning
5.9 Developed CVs bank and filled Application Forms
5.10 Project on Improving Employee Poor Performance
5.11 Attendance and Dress Code Policy
5.12 Proposal on Improving Poor Performance
5.13 Employee Evaluation Form

Chapter #6: SWOT Analysis ………………………………………………. 20

6.1 Strengths
6.2 Weaknesses
6.3 Opportunities
6.4 Threats

Chapter #7: Recommendations and Conclusion …………………………. 21

7.1 Conclusion
7.2 Recommendations

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 CHAPTER#1
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 fibre cable
network that spans from Khyber to Karachi and submarine cables connecting Pakistan to the
world. The growth of the cellular sector in Pakistan can also be attributable to good governance
policies of the government of Pakistan and the Privatization Commission. In April 2006,
Etisalat International Pakistan, which is commonly known as Etisalat, has assumed
management control of Pakistan Telecommunication Company Ltd (PTCL) – part of the
$2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL is hailed as
ushering in a new era for telecommunications in Pakistan. 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.

PTCL’s SUBSIDIARIES:
Ufone:
Ufone (Pak Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its
operations on 29th January 2001. Since the outset, it has expanded its coverage and customer
base at a rapid pace and established itself as one of the leading cellular service providers in
Pakistan. Ufone is now considered to be one of the most active, aggressive and innovative
players in the mobile sector of Pakistan.
U Microfinance Bank Limited (Formerly Rozgar Microfinance Bank Limited):
U Microfinance Bank Limited (Formerly known as Rozgar Microfinance bank Ltd.) was
incorporated as public limited company established in 2003 as a district wide microfinance
Bank (MFB) operating in Karachi district. PTCL finalized the arrangements including
regulatory compliances to acquire 100% ownership of Rozgar Microfinance Bank Limited in
August 2012. The acquisition was in line with PTCL Group’s initiative on financial inclusion
through branch banking and availing the benefits of opportunities offered vide Digital-
Commerce. The initiative includes offering banking services & solutions as well as digital
payments. The Bank has been acquired and its name was changed to U Microfinance Bank
Limited in December 2012 and SBP accorded its approval for the name change along with
nationwide license in January 2013.The decision to acquire Rozgar Microfinance Bank Limited

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was an initiative to enhance financial inclusion through a combination of Branch and
alternative delivery channels.
DVCOM Data Private Limited:
DVCOM Data, a 100% owned subsidiary of PTCL, was acquired along with the 5 MHz
spectrum in 1900 MHz band licensed to it in nine telecom regions to provide Wireless Local
Loop (WLL) operations after fully complying with all the regulatory requirements. Objective
of the said acquisition is to supplement the EVDO wireless broadband services of PTCL
through synergies within the PTCL Group companies.
Smart Sky Private Limited:
Smart Sky, a 100% owned subsidiary of PTCL, was incorporated in October 2015 with the
objective to provide Direct-to-Home (DTH) television services throughout Pakistan under the
license from Pakistan Electronic Media Regulatory Authority (PEMRA). The auction for DTH
license was held in November 2016, in which Smart Sky also participated. Subsequent to the
auction, however, the Honourable Lahore High Court declared the whole process of DTH
auction as null and void and advised PEMRA to restart the whole process. As the said auction
is yet to be re-processed by the regulators, Smart Sky has not started its commercial operations.

MISSION:
To be the partner of choice for our customers, to develop our people and to deliver value to our
shareholders

VISION:
To be the leading and most admired Telecom and ICT provider in and for Pakistan.

PTCL CORPORATE VALUES:

We treat everyone with respect, dignity and responsibility.

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

We seek and value everyone’s contribution. Together we are strong.

We shape our own destiny by being proactive and open to new ideas.

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OBJECTIVES:
These are the results to be achieved. Pakistan Telecommunication Company limited states its
objectives as follows:
 To provide quality services to its customers in Pakistan.
 To provide maximum satisfaction to its customers by using the latest technology.
 To increase the worth of owners.

CHAPTER#2
ORGANIZATIONAL STRUCTURE:
An organizational structure is a system that outlines how certain activities are directed in order
to achieve the goals of an organization. The organizational structure also determines how
information flows between levels within the company. The functioning of PTCL is divided into
following regions:
 MTR (Multan Telecom Region)
 LTR (Lahore Telecom Region)
 ITR / RTR (Islamabad / Rawalpindi Telecom Region)
 FTR (Faisalabad Telecom Region)
 GTR (Gujranwala Telecom Region)
 CTR (Central Telecom Region)

EMPLOYEES IN PTCL:
 Permanent Employees
 Contractual /NTC Employees
 NCPG Employees

Permanent Employees:
Permanent employees are regular employees in the organization. They have long careers in
PTCL.Different recompense and benefits they have during their services like pension,
accommodation, free medical services, employment to their children.
Contractual/NTC Employees:
NTC employees are on contract bases not everlasting. These employees are dealt by
Headquarter Islamabad. After privatization NTC employment has been widely used in PTCL.
NCPG Employees:
NCPG employees came which was neither contract based nor permanent they were new
compensation package employees were known as NCPG Employees. There are not clear rules
and regulations for them although they can work as a permanent employee till the age of sixty.
Open contract is used in PTCL like HR Posts

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 CHAPTER#3
DEPARTMENTS IN PTCL:
Following are main departments in PTCL:
 Sales Department
 Corporate Department
 Finance Department
 Operational Department
 Technical Department
 Human Resource Department
 Procurement Department

HUMAN RESOURCE DEPARTMENT:

A human resource department is the division of a company that is responsible for effectively
managing a company's human resources, which are its employees.
The main functions that are being performed in PTCL under the domain of HR department are
following
 Talent and Acquisition
 Compensation and Benefits
 Training and Development
 Labor Relations
 Health and Safety
 Legal Compliance

Talent and Acquisition Department:

Talent acquisition refers to the process of identifying and acquiring skilled workers to meet
your organizational needs. The talent acquisition team is responsible for identifying, acquiring,
assessing, and hiring candidates to fill open positions within a company.

Employee Recruitment and Selection:

Sources of Candidates
 Internal Sources
 External Sources

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Selection Process:
Background History:

To verify the person what is claim to be is done before offering job letter to the respective
candidate at PTCL. The credentials of candidate are verified through HEC whereas the ID card
and criminal record of candidate is verified through NADRA. If the candidate has experience
letter then it is verified by sending email to HR of particular organization.

Interview Methodology:
The use of interview method varies with different job positions. At PTCL they use semi-
structured or unstructured interviews.
Management Positions:
As for Management Trainee Program which is also known as Summit Program, they do bulk
hiring. First of all, they apply online by fulfilling online application form, after proceeding to
next step they give Graduate Assessment Test (GAT) online. After analysing the performer
system shows the list of top scorers and they called them for an interview and that interview
will be unstructured. If there are 2-3 vacant positions, then first of all they create a pool of
candidates by posting job opening on their official website, Rozee.pk and from LinkedIn. After
shortlisting they called them for interview. This interview will be semi-structured. They asked
the candidate different situational and behavioural questions and different unplanned questions.
Non-Management Position:
First of all, they asked CVs from the vendor and shortlist the candidates after analysing their
qualification and called them for interview. This interview will be unstructured.
Final Selection and Offer Letter:
After going through the entire stages job offer letter is given to selected candidate. After the
acceptance of job offer by selected candidate, the candidate becomes an employee of PTCL.
Medical Examination:
Candidate physical fitness can be examined from CMH hospital, Fatima Memorial or Rasheed
Hospital to ensure that he or she has not any infectious disease and for the safety of employees.

Training and Development:

PTCL employees are a great asset not only for the company but also for the country. Their
marvellous potential is yet to be exploited. Their skills need to be developed, their expertise
need to be updated for which training and development department is at their disposal to cater
their training needs. Employee developments programs arrange to donate certainly and a
supervisor's group can complete more as employees rise in experience, knowledge and
organizational performance. PTCL is dedicated to an employee development practice that

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facilitates all its employees to attain their best prospective thereby producing a high-
performance organization.
Purpose of training and development activities are bear on employees’ side by side of latest
specialized knowledge and skills in all areas of telecommunication, as well as to strengthen an
enthusiasm for the maximum quality of customer service at all levels. A Personal Development
plan put out the actions people advise to take to learn and to increase themselves.

Compensation and Benefits:

Compensation and Benefits is generally the function of HRM most linked with the competitors
on the market and it sets the compensation policies, which are fully competitive on the job
market, but the policies still meet the targets defined by the organization.
PTCL is offering following benefits as follows:
 Entertainment Allowance
 House Rent Allowances
 Medical Benefits
 Death Compensation of Diseased Employees
 Life Insurance of Employees
 Free Service Telephone Connection
 Fuel Allowances
 Mobile Allowances

Types of Compensation and Benefits:

The day to-day work of analysing jobs, evaluating their value according to an official job
evaluation plan and maintaining suitable records is our H.R. Department functions periodic
wage are conducted by the H.R department but any firm decision to rise or change the entire
schedule is particularly always reserved for the CHIEF EXECUTIVE of the organization.
There are three types of Compensation packages are being served to PTCL staff
 N.B.P.S (National Basic Pay Scale)
 N.C.P.G (New Compensation Pay Grades)
 N.T.C (New Terms and Conditions)

Labor Relations:
Employee Relations facilitates communications between management and lower level
employees concerning workplace decisions, grievances, conflicts, problem resolutions, unions,
and issues of collective bargaining.

Health and Safety:

The main goal of safety and health programs is to prevent workplace injuries, illnesses, and
deaths, as well as the suffering and financial hardship these events can cause for workers, their
families, and employers and also Improve compliance with laws and regulations.

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 CHAPTER#4
HUMAN RESOURCE STRUCTURE:
The human resource Department in PTCL was established in 1996 and it was reorganized in
2005. PTCL human resource is known as HRIS-PTCL. The main objectives of HR department
in PTCL are to bring together company needs of the human resource and the needs of the
people hired by the company. In PTCL (LTR-N) the structure of HR is following. Assistant
Manager HR reports to Human Resource Manager or Senior Human Resource Manager and
Senior Manager HR directly reports to Regional General Manager or Executive Vice President.

Waqar Mehmood Senior HR

Manager

Saleha Muneer HR Manager

Haris Ejaz Assistant Manager

HR

CHAPTER#5
SELF-ANALYSIS:
Self-Analysis is basically being aware of yourself, what you think and what you do. I have
been assigned to do self-analysis. And after doing this assignment I came to know about my
strengths, weaknesses and areas which require improvement.
Because investing in yourself provides you the best Returns on Investment. And it starts with
self-analysis. It helps you to become aware of your capabilities, your environment, your
strength, your weakness and allows you to become the best version of yourself. It allows you
to focus on what really matters to you and improve the quality of life.

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Strengths and Weaknesses:
Every person has their own strengths and weaknesses; I was unaware of this but after this
assignment I get to know about my strengths and weaknesses. This assignment helped me a lot
in overcoming my weaknesses and enhancing my strengths too.
Some of my strengths and weaknesses are as follows:

• Communication Skills
STRENGTHS • Punctuality, discipline and confidence

• Fear of failure
WEAKNESSES • Fear of unknown

TALENT REVIEW MEETING/ FOLLOW-UPS:

Talent review follow-up is an important part of the performance review process. In the second
week of my internship I and my internship fellows conducted talent review follow ups of 28
employees. We have been given the task to conduct follow-ups by calling them, by following
the login procedures add their notes against their goals. This will also help them in the
Succession Planning Process.

HR SMART SERVICE KIOSK:

I got a project to make a power point presentation on with my internship fellows designed
PowerPoint presentation on HR Smart Service Kiosk which was a project of PTCL. Its aim
was to connect the employees through a channel in order to get services with greater ease.

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Kiosk is basically a small free-standing physical structure that displays information or provides
service. The objective of this project was as follows:
“For PTCL the most important asset is its' employees. Employees drive the company goals by
recognizing and fostering the growth of revenue, and by adding value for the company's
customers. Being so important to the success of the business, the employee must have
convenient access to the benefits that entice them to perform at their fullest potential. HR Smart
Service is an excellent means to empower employees and provide the resource support they
depend on.”

EMPLOYEE ENGAGEMENT ACTIVITY ON MOTIVATION:

In the 2nd week of internship, a project was assigned by Senior Manager HR Sir Waqar
Mehmood.
Scenario:
As an HR manager I have to suggest some strategies or techniques to the University Dean in
order to create a smooth working environment for students and to motivate them so that
students can perform well in exams as well. This project was divided into two parts. First part
was to start off the presentation with an ice breaking activity to break the barrier between the
presenter and the individuals also here the students act as employees and dean of university is
the CEO of a well-known company and second part was to present some unique employee
engagement activities as this hypothetical situation was directly related to the employees of
PTCL as motivation is a very important factor in order to keep a balanced and peaceful
environment in any working sector.
Motivation:
“Motivation is defined as the reasons why you are doing something, or the level of desire you
have to do something.

Ice Breaking Activity:

“Two Truths and A Dream Wish’’
Randomly select 5-6 employees for a team

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Ask truths and a wish and then randomly select 4-5 more employees and ask them to tell which
statement was truth and which one was a wish this will create a lot of suspense and fun factor
and definitely the barrier of shyness will vanish. This will help in reducing communication gap
among employees and will ultimately create a friendly and peaceful environment.
Employee Engagement Activity:
“BLIND DRAWING GAME”
Randomly select 7-8 employees for a team and make two teams.
Give a scenario to both teams. For example, one employee from the opposite team is given
a picture of an object. The person has to describe the image by using word that the other
person understands. The other person from the opposite team draws the object on the basis of
the given verbal description and their own guesswork.

JOB ANALYSIS:
Job analysis is a systematic process used to identify the tasks, duties, responsibilities and
working conditions associated with a job and the knowledge, skills, abilities, and other
characteristics required to perform that job.
In my internship I designed job analysis for Technical Support Manager. I conducted the
interview of Manager Technical Support Mr. Hassam Butt.
After analysing the main duties, tasks, skills and qualification required for this position I made
Job Description and Job Specifications for the position of Manager Technical Support.
Importance of Job Analysis:
Job analysis is a critical part of recruiting a person for a particular role. Since it covers all the
aspects which would be required to complete a particular role, it is an important way to ensure
that the right candidate is selected to deliver the right output. Job analysis can be beneficial for
the HR managers (organization) and employees / candidates. Job analysis aids the organization
in recruitment and selection, performance management, training needs identification, deciding
compensation and benefits, etc.

Job Description:
It usually contains general information about the job itself, including the title, location,
summary, duties, working conditions, who the person would report to, etc. The main purpose
of any job description is to outline the main duties and responsibilities that are involved in a
particular job.
Major Responsibilities of Manager Technical Support:
 Increase or maintain network between employees to keep them connected
 Boost the efficiency of technical practices
 Motivate employees
 Responsible for all the technical issues of customers
 Responsible for handling customer complaints efficiently

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Job Specifications:
It lists out the educational qualifications, training, experience, skills, and competencies, etc.
Qualification:
Bachelors/Masters in Computer and IT
Age Required:
24 years
Experience Required:
Minimum 3 years of experience

EMPLOYEE DATABASE:
We hypothetically made Employee Database of 60 employees. Employee database included:
 Employee Code
 Employee Name
 Father’s Name
 Employee Status
 CNIC Number of employees
 Address of the employee
 Date of Birth
 Age
 Religion
 Contact Number
 Qualification
 Date of Joining
 Department
 Designation
 Category
 Salary Grades
 Basic Salary
 Gross Salary
 EOBI Deduction
 Income Tax
 Net Salary
 Loan Installment Deduction

ATTENDANCE SHEET:
An excel sheet was designed for all the employees whom data was recorded in employee
database. This Employee Attendance Sheet includes:
 Employee Name

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  Employee Code
 Department
 Leaves (Annual, Casual, Sick Leaves, Maternity or Paternity Leaves)
 Present, Absent or Overtime

This data will be helpful in managing the payroll sheet of employees and for making salary
slip.

EMPLOYEE PROFILE FOR SUCCESSION PLANNING:

Succession planning is a talent management process that builds a pool of trained workers who
are ready to fill key roles when leaders and other key employees step down.
In talent & succession planning, an employee profile was designed in which complete history
of an employee was designed in which company history, Training history & Placement history
was discussed.
The following points were covered in making employee profile for Talent and Succession
Planning
 Brief Profile of the employee
 Overall Experience of the employee
 Company Tenure
 Strengths and Weaknesses of the Employee
 Developmental Plan for overcoming the weaknesses
 Training and Placement History of the employ

Developed CVs Bank of Labour:

In the hiring of Labour or OTDR technician we assist our supervisor in developing CVs bank
of the candidates which includes the following’
 Name of the candidates
 CNIC number of the candidates
 Qualification
 Contact Number of the candidate

APPLICATION FORMS:
An application form is an official document that a potential employer will require candidates
to complete when applying for a vacancy. The application form allows the employer to pose a
series of specific questions that every candidate must answer.
We filled the complete application forms of the candidates and also helped them in filling other
documents as well Contract of employment, Checklist of complete Documents, Joining Report,
and EOBI etc.
This helped me a lot in understanding about different types of forms and hiring process.

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WORKFORCE RATIONALIZATION OF PTCL:
PTCL was facing the issues of excess of employees in some exchanges and shortage of
employees in some exchanges after the VSS. In the days of our internship project was assigned
by Senior Manager HR in which we have to make a summary of all the line men that are
assigned to each exchange of PTCL. Rationalization is the reorganization of a company in
order to increase its operating efficiency. Following are exchanges of PTCL:
Exchanges:

 Badami Bagh
 Baghbanpura
 Cantt
 CTH
 DHA
 Guldasht
 Misri Shah
 MM & BB Lab
 Mominpura
 Mominpura/Batapur
 R/O
 Sanda
 Shahalam
 Shahdara
 Shahdara/Green View
 Shahdara/Muridkey
 Shahdara/Rana Town
 SM Coord (N) Lahore
 SM MMnBB (N) Lahore
 SM plg & Coord Lahore

After the analysis they were able to rationalize their workforce according to their needs.

POLICY:
Policy is a set of guidelines or rules that determine a course of action.
It includes
 Purpose
 Scope
 Standard of Procedures

We have been assigned the task of making policies such as Dress Code Policy in which we
highlight the appropriate dress code for a company’s employees and its scope and Attendance
Policy as well in which we have cover its purpose, scope and it tells employees exactly how
various issues such as tardiness, no shows, early outs, no call- shows, and different types of
leave will be handled. This assignment helped me in understanding about how to write a policy

PROPOSAL ON IMPROVING EMPLOYEE PERFORMANCE:

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In the last days of internship, me and my internship fellows were assigned with the project on
making proposal on improving employee’s performance. PTCL was facing the issue of weak
performances of some employees that were constantly not performing for the last three years.
We made proposal in which we cover the Purpose, Scope and Implication of Grow Model.
GROW MODEL OF COACHING AND MENTORING:
The GROW model (or process) is a simple method for goal setting and problem solving. The
GROW Model is a simple four-step process that helps you structure coaching and mentoring
sessions with team members. GROW is an acronym that stands for:
 Goal
 Current Reality
 Options (or Obstacles)
 Will

EVALUATION FORM:
The employees will be assessed by using the evaluation form. We designed it by using Grow
Model. In this form, there were some questions were asked in each section and the sections
were:
 Goals Assessment
 Current Reality Assessment
 Options Assessment
 Will Assessment

CHAPTER#6

SWOT ANALYSIS OF PTCL:

PTCL is the largest & oldest company of Pakistan. The SWOT analysis of PTCL as per my
knowledge is below

STRENGTHS:

The Basic strength is Cooperative Staff.

 Maintainers of good HR position

 Cooperative employee
 Regular employees are satisfied
 Employees have good communication skills
 Employees have intellectual skills due to spending a lot of time
 Good working condition
 Good infrastructure
 Good teamwork

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  Good working condition
 Employees are work efficient
 Good relation with managers

WEAKNESSES:

 Issues with employees’ promotions

 The Insecure job of a contractual employee
 No innovation.
 Gaps in the knowledge of employees in some areas.
 Work burdens on employees.

OPPORTUNITIES:

 Make employees for new innovations to quickly adjust with changes.

 They can improve employee’s skills.
 They can improve employees’ motivation.
 Gain more efficiency through business process analysis.
 Bring change
 Add new products.

THREATS:

 Government legislation
 Software hacking.
 Miss management.
 System destroys.
 A Virus to the system which can damage all the data.
 Innovative competitor.

CHAPTER#7
CONCLUSION:
I would say no doubt in PTCL my internship duration I have learned a lot of things and the
whole staff is very helpful, friendly, and suggest all their helping aid to me because of the
whole staff supervision is great. I am able to practice the different departments and I was swivel
to handle the singular tasks which is given to me in my tenure of internship.
During my internship I realized that PTCL is an outstanding, well and first-rate organization
and fully centralized. All the power lies in the hand of CEO of the company. PTCL
organizational structure is straight forward.
The telecommunications industry is extremely varied in its adoption of business intelligence
solutions. Quite a few companies are in advance stages of their business intelligence initiatives;
yet there are many that are oblivious of the benefits of BI. Some companies are hesitating due

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to anticipated high cost and long implementation cycles that many business intelligence
solutions require.
So, no doubt PTCL is take pleasure in monopoly. Human resources are the most important in
the organization It incorporate all the performance and functions of the company like job
analysis, recruitment, staffing, training, designing compensation package, employee’s
appraisal system.
Upper management is very enthusiastic and motivated to bring the new and competent people
in the organization.
The environment of working is very friendly as everyone from top to down be busy in doing
his/her work. PTCL leadership is also perusing new techniques and methods to improve quality
work in the organization. PTCL leadership is also perusing new techniques and methods to
improve quality work in the organization.
Human Resource Department plays the key role in the hiring, retention, motivation and
promotion of the employees. Although the strategies they are adopting are good but they still
need further improvement for the satisfaction of their employees and best utilization of human
resource so in return they would be able to increase their market share.
FEEL THE DIFFERENCE is PTCL slogan they are now providing the most innovative and
advanced technologies to their customers.

RECOMMENDATIONS:
During the term of my eight weeks internship in PTCL I get to a close by analysing the different
procedure of PTCL so I would like to give some recommendations as per my knowledge.
 The Human Resources should take fewer times in recruitment and training the staff.

 Highly eligible & skilled staff may be deputed in HR department.

 PTCL should also encourage the Billing On line system that each and every
customer should have to pay his/her bill on line basis.

 The system of E-PAYMENT which although exist in PTCL finance system but
there is need of improvement this facility.

 PTCL should also provide the detail of local calls made from any Land Line
Number which would be provided in Micro level to the customer.

 PTCL should make Customer Care Centers in remote areas.

 PTCL is not utilizing its surplus profit in long-term investment projects which be
done.

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  PTCL management should give concentration towards the Securities of deposit and
it should be on maximum level.

 Human Resource Department may advice and train employees for one window
operation in order to reduce the time and conserve the resources.

 Agents for the promotion of the company policies and to facilitate the customers by
the Human Resource Department may be appointed with proper check and balance
system.

 Pay packages may be revised in the light of profit earned by the organization.

 They should also improve their marketing strategy.

 They should train their Customer Service Representatives on how to communicate

with their customers properly.

 They should give cross departmental trainings to their employees to increase the
co-ordination among departments.

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