MUHAMMAD IRFAN-2784

MUHAMMAD ZUBAIR-2782
WAQAS ULLAH SHAH-2854
ARSHAD SIDDIQUE-2862
 Acknowledgements

In the name of Allah, who gave us ability and strength to complete our project. We owe
considerable debt to large number of persons who either directly or indirectly helped us during
various phases of project. It was a new experience, exciting but challenging and indeed guidance
rather frequently, which was afford very generously.

Our special thanks to Mr.Mahfooz Kiyani for his guidance and support during our project
preparation.

Dedication

No words can adequately express our overriding debt of gratitude to our parents whose support
and helps us in all the way. Above all we shall thanks to our friends who constantly encouraged
and blessed us and enable to do this work successfully.

INTRODUCTION

 History
 Vision
 Mission
 Core Values
 Products & Services
 Objectives of PTCL
 Main Offices
 Hierarchy of PTCL
HR DEPARTMENT OF PTCL
 Introduction
o Importance of HR
o Objectives of HR
o Strategies of HR
o HRP (Human Resource Planning)

FUNCTIONS OF HUMAN RESOURCE

JOB ANALYSIS
 Job Analysis at PTCL
o Job Description
o Job Specification

RECRUITMENT & SELECTION

 Recruitment Policy
 Recruitment Procedure
 Recruitment Process of PTCL
o Internal Recruitment
o External Recruitment

SELECTION CRITERIA

 Interview Methods
o Structured Interview
o Unstructured Interview
o Format of Job Description

TRAINING AND DEVELOPMENT

 Orientation
 Training Need Analysis (TNA)
o On Job Training
o Off Job Training
PERFORMANCE APPRAISAL

 Performance Appraisal Method

o Rating Scale

COMPENSATION

 Financial Rewards
 Non-Financial Rewards
 Leave Policy
 Medical Benefits

INTRODUCTION

even years into a new century, the telecom sector of world finds itself at crossroads after
changing itself almost beyond recognition over the last 25 years. Privatization and
competition are the order of the day, with a majority of countries having adopted these policies
s
to advance their telecom sector. The results have been impressive; the industry has grown at
unprecedented pace. Although there has been a phenomenal growth in Pakistan, especially
in the cellular mobile communication and in the internet, yet the late density remains almost
stagnant. So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant
of Pakistan telecommunication industry and enjoying the monopoly.

BRIEF HISTORY
 ver the years, technology has changed the concept of communication and what was thought to
be a fictional only a decade ago, has actually made its way through to our hands today. This is
the future we dreamt of so fondly. Welcome to the modern age, of telecommunication, which
o
have become complementary to our lives? But there must also be an anchor to introduce,
allow, improve and channelize all these services and innovations sweeping through the globe.

In Pakistan same anchor is Pakistan Telecommunication Company Limited from the

humble beginnings of posts & Telegraph Department in 1947 and establishment of Pakistan
Telephone & Telegraph

Department in 1962, to this very day, PTCL is a story of commitment and vision. Pakistan
Telecommunication Corporation (PTC) set sails for its voyage of glory In December
1990, taking over operations and functions from Pakistan Telephone and Telegraph
Department under Pakistan Telecommunication Corporation Act 1991.

This coincided with the Government’s competitive Policy, encouraging Private Sector
participation and resulting in award of licenses for Cellular, card-operated Payphones, paging
and, lately, data communication Services. Pursuing a progressive policy, the Government in
1991, announced its Plans to privatize PTC, and in 1994 issued six million vouchers
exchangeable into 600 million shares of the would-be PTCL in two separate placements. Each
had a par value of Rs.10 per share. These vouchers were converted into PTCL Shares in mid-
1996. In 1995, Pakistan Telecommunication (Reorganization) Ordinance formed the basis for
PTCL monopoly over basic telephony in the country. It also paved the way for the establishment
of an independent regulatory regime.

The Provisions of the Ordinance were lent permanence in October 1996 through Pakistan
Telecommunication (Reorganization) Act. The same year, Pakistan Telecommunication
Company Limited was formed and listed on all stock Exchanges in Pakistan. Since then, PTCL
has been working vigorously to meet the dual Challenge of telecom development and socio-
economic uplift of the country.

This is characterized by a clearer appreciation of ongoing telecom scenario where in

convergence of technologies continuously changes the shape of the Sector. A measure of this
understanding is progressive measures such as Establishment of the company’s mobile and
Internet subsidiaries (U-fone & Paknet) in 1998.As telecommunication monopolies head towards
and imminent end, services and infrastructure providers are set to face

Even bigger challenges. Pakistan also entered post-monopoly era with deregulation of the sector
in January 2003. In middle of 2005 Government
Of Pakistan had decided to sell at least 26 percent of this company to some private agency. There
were three participants in the bet for privatization of PTCL. Etisalat, a Dubai based company
was able to get the shares with a large margin in the bet. On the Government level, a
comprehensive liberalization policy for Telecom sector has already been announced now.
Now PTA have issued License to two new telecom companies in Pakistan TELENOR
international and WARIDTEL this act will put some challenges for PTCL to cope with. In
2006 Etisalat takes over PTCL’s management.

There have been various changes in the company due to privatization. Such examples include
the VSS (Voluntary Separation Scheme for its employees), ERP (SAP based),restructuring,
B& CC (Billing and Customer Care Software)etc. Another seemingly minor change was change
of brand identity (logo) that will present PTCL's new face after privatization, with greater
focus on customer satisfaction and bringing about of new advancements in telecom for Pakistani
consumers.

MISSION

 To achieve our vision by having, an organizational environment that develops

Professionalism, motivation and quality.
 An environment that is cost effective and quality conscious.
 Services that are based on the most optimum technology.
 "Quality" and "Time" conscious customer service.
 Increase the growth in earnings and profitability.

VISION

“To be the leading Information and Communication Technology Service Provider in the region
by achieving customer satisfaction and maximizing shareholders value”

CORE VALUES

 Professional Integrity
 Teamwork
 Customer Satisfaction
 Loyalty to the Company
PTCL is all set to redefine the established boundaries of the telecommunication market and is
shifting the productivity frontier to new heights. Today, for millions of people, we demand
instant access to new products and ideas. More importantly we want them for their better living
standards with increased values in this ever-shrinking globe of ours. We are setting free the spirit
of innovation.

PTCL is going to be your first choice in the future as well, just as it has been over the past six
decades.

PRODUCTS AND SERVICES

MAIN OFFICES

The Head Office of Pakistan Telecommunication Company Limited is situated in

Sector G-8/4, Islamabad, which is headed by the “President”. Besides, it has Regional

Headquarters like:

 Islamabad Telecom Region

 Rawalpindi Telecom Region
 Hazara Telecom Region Abbottabad
 Northern Telecom Region-I Peshawar
 Lahore Telecom Region (South)
 Lahore Telecom Region (North)
 Multan Telecom Region
 Faisalabad Telecom Region
 Southern Telecom Region-I Hyderabad
 Southern Telecom Region-II Karachi
 Southern Telecom Region-V Sukkur
 Western Telecom Region Quetta
 Switching network Central Region Lahore

These Regions provide Telecommunications services to the customers in their respective areas.
Apart from these, PTCL has an Optical Fiber Construction Region.

Lahore and Optic Fiber System Islamabad, each headed by a General Manager to install, operate
and look after optic fiber systems/cables.

OBJECTIVES OF PTCL

Objectives are the ends towards which activity is aimed. These are the results to be achieved.
Pakistan Telecommunication Company limited states its objectives as under

1. To provide quality services to its customers in Pakistan.

2. To provide maximum satisfaction to its customers by using the latest technology.

3. To increase the worth of owners.

4. To lead the telecommunication industry in Pakistan.

HIERARCHY OF PTCL

BOARD OF DIRECTERS
 CHIEF EXECUTIVE
OFFICER (CEO)

PROJECT DIRECTOR

MARKETING CUSTOMER INFORMATION FINANCE

AND SALES CARE SYSTEM
ENGINEERING HR AND ADMIN INFORMATION QUALITY
TECHNOLOGY ASSURANCE

HR DEPARTMENT OF PTCL

INTRODUCTION

The Human Resource Department in PTCL was formally established in 1996 and it was re-
organized in 2005. PTCL human resource system is known as HRIS-PTCL and it is working
under SEVP & GM at regional centers. HR manager plays a very important role in
hierarchy, and also in between the higher Management and low level employees. It is one of
the most important people to achieve company`s overall objective by properly managing the
most useful company resources.

IMPORTANCE OF HR

The main objective of HR department in PTCL is to meet company needs of the Human
Resources and the needs of the people hired by the company. The management of PTCL
considers that in order to stay competitive and to meet the needs of their customers they should
focus on their employees. They consider employees the main assets of organization and focusing
on providing them the better facilities.
OBJECTIVES OF HR

 Its aim to be the preferred employer, (including the top tiers along with other companies,
which are recognized and preferred multinational).
 To have a competitive remuneration package (i.e. competitive salaries, benefits etc.).
 To provide excellent opportunities for the development of well-defined career path.
 Development of effective manpower planning.
 To have an efficient information system.
 The company wants to attain an ‘’Achievement Culture’’, using the tool of Career
Development, Communication, Training and Development.

STRATEGIES OF HR

♦ Customer oriented approach to retain customer’s loyalty

♦ Restructuring inclusion of new corporate culture

♦ Retention of critical Human Resource

♦ Motivation of employees

HRM PLANNING

♦ Conduct job analysis and based on the outcomes of the job analysis, write job
descriptions.

♦ Organizational restructuring and right sizing

♦ Design and implement a performance management system

♦ Provide current information regarding employees to be used in the decision making

process

♦ Conduct HRM research with the aim of solving problems in the organization

♦ Integrated employee data management (HR MIS)

 HIERARCHY OF HUMAN RESOURCE DEPARTMENT

FUNCTIONS OF HUMAN RESOURCE

1. JOB ANALYSIS

2. RECRUITMENT AND SELECTION

3. TRAINING AND DEVELOPMENT

4. PERFORMANCE APPRAISAL

5. COMPENSATION

JOB ANALYSIS

Job analysis is the exploration of activities related to job. It is a basic task to be performed for
efficient recruitment.

JOB ANALYSIS AT PTCL

In PTCL job analysis is done through procedure manuals

 • They do forecasting for future turnover.
• After forecast they analyze where they have vacancy either it is in HQ, Region, CCS or
somewhere else?
• They collect data from managers, supervisors as well as their own inputs
• They collect data through interviews, informal questions about the job and observation.
• They use SAP software.

They do job analysis to analyze that:

• What type of work job requires?

• Which activities should be performed?
• What competencies we need for the job?
• What kind of person should we hire for the job?

JOB SPECIFICATION

After analysis of job they write job specification taking following things under consideration:

• Skills Required
• Qualification
• Experience
• Personality and Behavior

JOB DESCRIPTION

After job specification they move towards job description and write details of duties and
responsibilities, working conditions and other main aspects.

RECRUITMENT AND SELECTION

Recruitment Policy

Whenever PTCL wants to recruit new employees; it sets up an assessment center. The following
process is carried out:

 There is an initial interview (competency based interviewing).

 Initiation to an assessment center (that assesses managerial competencies).
Managers are expected to show their worth technically and managerially through day long
activities created to stimulate the environment he/she would actually be working in. The
candidates undergo tests that are a sample of what activities they will be performing if they are
actually selected.

After the assessment center training is complete, a second and final interview is held, and
subsequent efforts are made to a customize the candidates with the culture at the workplace. This
is done in an attempt to minimize turnover. It normally takes 3-4 months to recruit good grades.

PTCL firmly believes that ‘’you cannot be the best if you do not have the best’’. It believes it has
gently reduced nepotism in the recruitment process and they do not compromise on standards
because they follow correct procedures and processes.

RECRUITMENT PROCEDURE

The recruitment procedure of PTCL is as follows:

 First position or vacancy is announced in the electronic media and print media
through Internet and Newspapers respectively.
 Then applications are scrutinized as per specification in the job description and job
specification.
 Candidates are being short-listed.
 The next step is Test of short-listed candidates.
 The next step of the PTCL recruitment process is the interview. They usually conduct a
structured and semi-structured interview for the candidates.
 Last but not the least is the verification of the documents.

RECRUITMENT PROCESS OF PTCL

INTERNAL RECRUITMENT

In this method the candidates are recruited within the PTCL. By using a software called PMS
(Performance Management System)for performance evaluation and it is a search mode in which
the PTCL check out the potential and right and desired person within the PTCL. In order
to get desired candidates they advertise within the organization by job specification and job
description by using Notice Boards.
EXTERNAL RECRUITMENT

In this method PTCL recruit externally from the outside environment. For this method they use
different modes to recruit the people. Few of the methods are as follows carried out in past as
well as currently:

• Advertisement through different print media

• Online submission of C.V’s ( e.g. Rozee.com)
• Online prescreening for those who don’t meet initial requirement
• Then applications of short listed candidates reach to HR manager.

The process of choosing from a pool of applicants the individual or individuals who best fit the
selection criteria for a given position. PTCL has got very effective and efficient selection criteria.

Ptcl has also outsourced some of its departments as well as employees. Mostly it has outsourced
the customer care centers. It hires the outsourced employees by:

• E Square

• Third Party Radar(Headhunting)

SELECTION CRITERIA

These are the following steps carried out by PTCL in order to meet selection:

RECRUITMENT (ADVERITISING JOB

DESCRIPTION & JOB SPECIFICATION)
APPLICATION (ONLINE & FORMS)

SCREENING OF APPLICATIONS

TEST

INTERVIEW
 FINAL DECISION MAKING

JOINING LETTER

Interview Methods

The interview method depends on the situation and conditions but there are 3 types of interviews
but two of them are and were in focus of PTCL while carrying out Selection. These three
methods are:

♦ Structured Interviews

♦ Unstructured Interviews

♦ Stress Interviews

But at PTCL there are only 2 types used which are

STRUCTURED INTERVIEW

Structured Interviews are those which are preplanned and predefined in order to check the
skills, abilities, knowledge, behavior, and required potential of the candidates.

UNSTRUCTURED INTERVIEW

Unstructured Interviews are those which are not predefined and preplanned but they are
based on conditions and possibilities.
FORMAT JOB DESCRIPTION

♦ Purpose of the job

1. Role and function

♦ Dimensions of job

1. Annual operating budget of unit

2. Number of clients served

3. Number of directly reports

4. Indirectly reports

♦ Specific accountabilities of the Job

1. Job responsibility

2. Achievements

3. General accountabilities of the Job.

4. Peripheral accountabilities of job.

♦ Performance standards

1. How is the performance of this job measured?

2. Standard constitutes.

♦ Job Components

1. Communication
 2. Initiative

3. Challenges

4. Adaptability

5. Team work

6. Guide lines

7. Nature of supervision received

8. Leadership

9. Responsibilities

TRAINING AND DEVELOPMENT

Orientation

Orientation is given to new employees according to manual/forum

• Policies, Rules and Regulations of the organization

• Duties and responsibilities to be performed

• Routine Task

• Communication to colleagues and immediate boss

TRAINING NEED ANALYSIS(TNA)

PTCL do TNA by performance evaluation through Performance Management Software (PMS),

observation or asking by employees’ immediate bosses.

PTCL do TNA provides following types of training:

 On job training
 Off job training

ON JOB TRAINING
It includes learning by observation

• Training by supervisor

• Training by colleagues

• Learning by doing

OFF JOB TRAINING

For off-the job training PTCL have training centers

• Ptcl training center

• ITC academy Islamabad

From recent 3 years their own former or existing employees give training to new employees.
After training they also evaluate the difference in performance.

PERFORMANCE APPRAISAL

To measure the performance there are few methods and standards and benchmarks, which an
organization have to follow, in the case of PTCL too. Their main objectives are as follows:

 Improvement in Performance
 Effectiveness, Efficiency, Productivity, Motivation
 Pay and Benefit Adjustments
 Training & Development Needs
 Career Planning & Development with Personal and Employee Development
 Staffing (Recruitment & Selection)
 Response and Feedback from

Performance Appraisal Method

There are many performance appraisal methods but in PTCL they use Rating scale for
performance evaluation.

RATING SCALE
The rating scale method offers a high degree of structure for appraisals. Each employee
trait or characteristic is rated on a bipolar scale that usually has several points ranging
from "poor" to "excellent" (or some similar arrangement).

The traits assessed on these scales include employee attributes such as cooperation,
communications ability, initiative, punctuality and technical (work skills) competence. The
nature and scope of the traits selected for inclusion is limited only by the imagination of the
scale's designer, or by the organization's need to know.

COMPENSATION

It is a system in which an employee is rewarded on the effective and efficient required

performance. PTCL has a very organized and effective compensation system according to the
rules and regulations of Government of Pakistan. They are offering 30% more pay then other
Government Organizations. The rewards, benefits, allowances that are offered by PTCL for its
employees and workers as well as officers are as follows:

FINANCIAL REWARDS

Pension 60% to 65% of basic pay

Disability Pension as per Government Rules

Death Benefits Funeral amount + 5-6 month’s pay

Loan Facility

Car & motorcycle loan Loan will be deducted from monthly salary

Provident Fund 8.25% of salary + interest of 15%

NON FINANCIAL REWARDS

Maintenance Company provides maintenance of

Employee’s Car & Motorcycle

Pick & Drop Busses are used for this purpose

Accommodation Own flats for lower staff (1 - 15th grade) Colonies

and Full furnished houses for high rank officers and
Top management (17th–21st Grade Officers).

LEAVE POLICY

It is up to the mark of Government rules and regulations. Leave policy contains:

Holiday 5 days a week. Saturday, Sunday is off

Earned Leaves 45 leaves per year

Casual Leaves 20 leaves per year (with Pay)

Maternity Leaves 120 days

MEDICAL BENEFITS

PTCL also give medical benefits to its workers and employees. PTCL employees have free
medical treatment. In all over Pakistan there are 38 dispensaries which are working and
providing free treatments to PTCL employees. This benefit is also for the family members of the
PTCL employees.

After retirement too PTCL provide the medical benefits to its former employees. Employees
from grade 1 to 16 are entitled for medical facility up to five years of the retirement. Employees
in grade 17 and above have lifetime entitlement for the facility.