In the name of ALLAH who is most merciful and beneficent

INTERNSHIP REPORT

PREPARED BY

MUHAMMAD FAROOQ

BBS-O7-47

CNTACT# 0333-6411018

EMAIL: FAROOQ.BAC@GMAIL.COM

B.Z.U MULTAN

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 TABLE OF CONTENTS

Serial No. Particulars Page

No.
1. preface 4

2. Acknowledgement 5

3. Subject 6
4. Executive Summary 7
5. Introduction 9
6. Historical back ground 11
7. Current PTCL network 12
8. Vision ,mission 13
9. Core values 13
10. Main offices 13
11. Restructuring of PTCL 14
12. Privatization of PTCL 16
13. Company analysis 17
14. PTCL core objectives 19
15. Finance and accounting system of PTCL 21
16. Capital expenditures 23
17. Minor expenditures 24
18. Human resource assessment 26
19. Special tasks 27
20. PTCL products and services 31
21. Services for corporate customers 39
22. Brief on my internship work 43
23. Marketing department 44
24. Sales and distribution department 51
25. OSS 53
26. Financial analysis 57
27. Financial analysis in graphics 61
28. Subsidies and competitors 65
29. subsidies 66
30. competitors 67

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 31. Swot analysis 68
32. strength 69
33. weaknesses 70
34. opportunity 71
35. threats 72
36. recommendations 72
37. conclusion 75
38. PTCL glossary 76
39. Organization chart of PTCL 77

PREFACE

This report is the practical part of the most vital practice of our BBA (hons) program. The sole
objective is to familiarize the student with the practical manipulation of business organization.
This report has been written to know how big organizations like PTCL manage their teams to
achieve their common goals.

In the first phase of the report there is the general introduction about the company and then
different terms have been explained, then the mission, values, different services main offices
different strategies of the organization have been explained.

Second part consist departments of PTCL products, its packages and most important my
experience .contributions ,suggestions to the departments in which I remained and learned about

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sales ,marketing ,revenue and customer care department and contribution made by me.

In the next part, SWOT analysis of the firm have been done by the help of which it is identified
that what are the strong areas of the company and where it lacks so that it can improve, at the end
my recommendations, suggestions conclusion for PTCL .one thing I find necessary to provide
glossy for products and words in used in my report so that a person not aware about these will be
able to understand them in best way

ACKNOWLEDGEMENT

In the name of Almighty Allah who is most merciful, and who give me strength to write this
internship report in a different way.
I extend my heartiest thanks to my seniors, colleagues, and subordinates who assist me on every
occasion to enable me to write this report.
My parents, classmates, friends come next in the list of those whom I have to thank.
I pay special homage to the following persons.

Mr. Khazer hayat Malik Consumer sales manager.

Mr. Muhammad Farooq Marketing Manager
Ms Amara OSS Manager Multan

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Mr Agaha Ali Raza OSS Manager MTR
Mr Sajjid Tufail ASST Manager Sales
Mr Salah-u-deen Revenue Officer

I m very thankful to sir khazer hayat ,malik .I work under Them .without their affection ,care,
and guidance it was impossible for me to be trained ,it due to them that I can perform all tasks of
all persons that work in these departments I am also thank full to
Sir Aness Mahdi Naqvi ENG supervisor
Sir Raza Javeed SSE consumer sales
Sir Muhammad Farooq SSE consumer sales

SUBJECT

INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPANY

LIMITED

Internship report on any organization is a necessary element to get the BBA (hons) degree from
any university. I have written an internship report on PTCL and review its sales, marketing
system / procedures adopted for such purpose. My major recommendation is this: PTCL should
improve their contact with middle & lower level employees’ especially supervisory level and
establish internal performance appraisal system to avoid the future complications & to evaluate
the employee performance & encouraging them. That conclusion was arrived at after six weeks

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extensive practical training/study in the marketing, sales and customer care departments of the
company. In PTCL there is over employment .contract employees are hired on permanent
employees who have not good opinion about them.

In PTCL also there is slow process of promotion; there should be promotion of employees so that
their efficiency could increase. Right person should be hired right place. There is no proper
system to train sales executives also organization is just focusing on targets it should focus on
permanent customer. As for completing their target they use wrong ways. There is over
employment there are almost 24 persons for marketing team while just 7 persons are enough for
that task.

I am grateful to my seniors, colleges, and subordinates who assist me to complete this

comprehensive report in an excellent way. If the members of the review committee of this report
have any additional questions, I INSHALLAH will try my best to do it more well way. At last I
thankful to the University who give me an opportunity to review the market.

EXECUTIVE SUMMARY

PTCL is Pakistanis most reliable and largest service carrier provider to all telecommunication
services from basic telephone data to internet videoconferencing it is everywhere in Pakistan
.PTCL is connecting peoples anywhere from world employee strength of 30,000 and 6 million
customers, PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to
be the largest CDMA operator in the country with 0.82 million V-FONE customers. The
company maintains a leading position in Pakistan as an infrastructure provider to other telecom
operators and corporate customers of the country. It has the potential to be an instrumental agent
in Pakistan’s economic growth. PTCL has laid an Optical Fiber Access Network in the major
metropolitan centers of Pakistan and local loop services have started to be modernized and

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upgraded from copper to an optical network.

This report is being started with the brief and complete introduction of organization, its historical
background, its services and its products offerings. In this report organization structure is
discussed as pr the requirement of internship and at the end organization structure is given.

In report total departments .main telecom regions and the products of PTCL and their availability
regarding cities, main cities obviously have all types of products available, but some products
likes As EVO new product and its availability is just in those areas where there are 1900 MGH
frequency towers, how to installed these packages detail about every product is given al .what
are packages and how we can use them

PTCL products like land line. Broadband DSL, V.FONE, EVO, V FONE HANDSETS, SMART
T.VB, RUIMS are also discussed my internship report

I completely describe in report that learned how to handle complaints, how to restore and
activate new connection I spend my one week in these things, in second week I learned about
sales procedure and how to prepare sales reports .during my stay I PTCL I visited numbers of
franchises and retail outlets I also mentioned their names in report, in marketing department I
learned about road shows and advertising procedure but I was very disappointed as here I found
every person I tension, marketing manager was a revenue officer while marketing persons were
technicians’ and supervising engineers these peoples were adjusted there due to technological
improvement, and these all were permanent, than

I stay in OSS it is also called customer care department here I handled all customers directly,
many customers have complains about billing procedure PTCL should improve it. almost
customers which were disconnecting Their PTCL landline connection their ratio was equal to
new installing connections. But customers of landline are not increasing fone has 0.8 million
customers and its customers are increasing main product from which PTCL is earning is EVO
almost 200 EVO are being sold per day in main cities.

In customer center and revenue department software BNNCC I worked at it in two weeks.

The most important thing the BUSINESS STRAGTEGIES is discussed in such a way that it’s

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not difficult to understand it. Internal and External analysis has the vital importance, which in
this report is also done. More over the Financial Analysis is also done which is depicting the
financial position of the org in the market place

. Whereas SWOT analysis is done which clearly sows what are the strengths, weaknesses,
opportunities and threats in the organization. Finally some suggestions and recommendations are
given to organization.

INTODUCTION

Established on January 1, 1996

Pakistan Telecommunication Company Limited G-8/4, Islamabad

The telecommunications industry is at the forefront of the information age—delivering voice,

data, graphics and video at ever increasing speeds and in an increasing number of ways. Whereas
wire line telephone communication was once the primary service of the industry, wireless
communication services and cable and satellite program distribution make up an increasing share
of the industry.

.IN Pakistan has made steady progress in expanding telecommunication networks and services in
recent years. In Pakistan this industry had few big giants in the past with PTCL being the sole

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provider of landline telephone service in the country. At present the organization’s principal
activity is to provide telecommunication services all over the country. It offers both domestic and
international services throughout Pakistan. PTCL also manufactures telecommunication related
equipment.

Pakistan Telecommunication Company Limited had exclusive rights to provide basic telecom
services in Pakistan till the end of year 2002. With the announcement of Deregulation Policy by
the Government of Pakistan in 2003, PTA has issued licenses for basic telephony to the private
sector in Pakistan who will be competing PTCL, the incumbent. From the humble beginnings of
Posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph
Department in 1962, to this very day, ours is a story of commitment and vision.

PTCL 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 of
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 wherein convergence of technologies continuously

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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 in 1998.

As telecommunication monopolies head towards an 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. On the Government level, a comprehensive
liberalization policy for telecom sector is in the offing.

PTCL is in full awareness of the same, and future policies feature a strong conviction of healthy
competition.

The company is in process of enhancing organizational and business proficiency through

vertical integration and horizontal diversification. At the same time, cross-national ownerships,
operations and partnerships are being evaluated with a view to developing and diversifying the
business

HISTORICAL BACK GROUND

1947 Post and telegraph department established

1962 Pakistan telegraph & telephone department

1990-91 Pakistan telecom corporation

1995 Almost 5% of PTC assets transferred to PTA,FBA& NTC

1996 PTCL formed listed on all exchanges of Pakistan

1998 Mobile internet &internet subsidies were established

2000 Telecom policy finalized

2003 Telecom deregulation policy formalized

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2005 26% of shares were sold to ETISALAT UAE through open biding

Current PTCL network

Installed capacity 5273091

Working connections 4405161

Total exchanges 2962

Telephone destiny per 100 population 2.9

Countries in ISD 292

Customer service centers 502

Card pay phone 387490

NWD station 2092

UIA station 1898

Total length of optical fiber length 4591 km

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V FONE customers 0.8 million

EVO customers 1 million

Smart TV customers .5 million

VISION

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

MISSION

To achieve our vision by having:

1 An organizational environment that fosters professionalism, motivation and quality

2 An environment that is cost effective and quality conscious

3 Services that are based on the most optimum technology

4 "Quality" and "Time" conscious customer service

5 Sustained growth in earnings and profitability

CORE VALUES

1 Professional Integrity

2 Customer Satisfaction

3 Teamwork

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 4 Company Loyalty

Main offices

Islamabad telecom region

Rawalpindi telecom region

Hazara telecom region

Lahore telecom region

Faisalabad telecom region

Southern telecom region Hyderabad

Southern telecom region quota

Weston telecom region quota

Switching network central region Lahore

RESTRUCTURING OF PTCL

The government’s efforts to restructure and privatize PTCL have been on-again off-again since
1991. It had an offer in the late 1990s for 26 percent equity, reputedly totaling $3 billion, but
held out in negotiations and ultimately missed the unique global market window at that time.
Since then, it has had difficulty attracting potential buyers.

Investors have been concerned about political risk, and appropriate support from the government
to transform the utility into a commercially-oriented corporation. With fortunes rising in the local
telecom sector, the government hoped to make privatization of the company a landmark deal for
broader reform of the economy. A successful deal would demonstrate the government’s
increasing support for market capitalism and, it was hoped to, boost anemic levels of direct

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foreign investments.

PTCL and the government were contemplating different strategic options for restructuring. Plans
were vetted for both a geographic and functional split of operations. Analysts believed the most
likely scenario is a break-up into three new companies, tracking with the firm’s largest business
units: local, long distance and mobile. This approach mirrors the policy environment fashioned
for new competitive entrants. From the government perspective, breaking up PTCL prior to a
sell-off will help curtail the market power of any one single service provider, thereby stimulating
competition.

Unbundling the sale was also likely to increase revenues for the government. The risk, of course,
was that the mobile company, PTML (branded as “Ufone”), was disproportionately more
attractive than the other businesses. According to AKD Securities, PTML's contribution to
PTCL's total revenues was expected to rise to 12.5% over the next five years − and was assumed
to contribute 39% of PTCL’s overall revenue growth. Future growth of mobile, both in terms of
subscribers and net revenues, was considered to almost certainly outstrip demand for fixed line
services. The target was to sell up to a 26 percent stake in PTCL; the government held 88 percent
of shares. Some estimates placed the value of the trance at around $1 billion. PTCL’s net profit
for the year ending June 2003 was 23 billion rupees ($400 million).

The new buyer would gain management control.

These people who will be out of work should be encouraged to form companies and use their
know-how in order to bid for new contracts. They should be supported by the small enterprise
loan by banks and other similar organizations. PTCL will be always in need of software so it can
give some contracts to these companies also.
The telecom business is picking up on a worldwide basis. The PTCL needs to approach other
global companies who may need this type of competence. If PTCL do not have the requisite
resources and the know-how, there are global companies

 who help other restructuring organizations, such as British Telecom.

By merely reducing the work-force the PTCL will not be able to deliver the envisaged
benefits to its shareholders and for reason, the PTCL needs to change its business model

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 and the way of working.

It needs to have new business processes and new information support systems so that it is
able to work with new processes and serve its customers in a better manner.

The PTCL needs to out-source all its non-core activities so that it could focus on what it
knows best. It also needs to have a global competence management team which manages
local and national business. Moreover the PTCL needs to increase its revenue so that it
has enough cash to survive in the future. In this regard, it may take the following actions
ensuring that:
their network has zero defect level and they do not miss a single call at its international
gate way;
They have extra capacity available on special days such as Eid to generate more
revenues;
Its cost is reduced when the network is not busy fully so that people would make more
calls;
They too have companies where large number of Pakistanis live;
They utilize their foreign exchange in a way that it gives maximum benefit;
They have re-routed maximum international call traffic via Pakistan;
They have more value-added services for their customers.
They renegotiate their contracts with suppliers for getting benefits of scale purchasing at
total level.
They have reduced the number of suppliers and work with their core suppliers and have
calculated the total life cycle cost and not just purchasing prices. The world class
companies not become world class by having just a good mission statement.
They become world class companies by delivering world class service. Why should we
expect and accept less than world class performance from PTCL.

PRIVATIZATION OF PTCL

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PTCL was sold to ETISALAT at a loss of $394 million with the share price reduced from the
original bid of $1.96 per share to $1.66, according to a report. The original bid offered in June
2005 by ETISALAT priced PTCL at $ 2.599 billion while the revised bid approved by the
cabinet in March 2006 valued the company at $2.205 billion. However, the government denied
giving any concessions to Etisalat. Officials aid the price of 26 percent PTCL shares remained
the same i.e. $2.6 billion, and then any lowering of bid price in the revised agreement approved
by the cabinet in March. The official documents state that the accumulated bidding price in the
revised bid came down to $2.205 billion against the original Etisalat bid of $2.599 billion, said a
report in the Gulf Today.

The PTCL privatization agreement with Etisalat allegedly inflicted a further loss of billions of
rupees to the national exchequer besides unprecedented concessions offered in the long term, in
direct conflict with Article 30 of the Public Procurement Rules 2004, it said. By far, the PTCL
has been the highest profit earning state-owned company with real-estate assets worth billions of
rupees across the country including commercial plazas, residential colonies and exchanges.

According to the government documents, the Share Purchase Agreement (SPA) of the PTCL
with Etisalat lapsed in September 2005 after the non-payment of the dues by the winner bidders.
After further negotiations with the Etisalat management, the government agreed to offer
additional concessions and modifications to the transaction structure.

COMPANY’S ANALYSIS

Pakistan Telecommunication Company Limited (PTCL) is the primary provider of

Telecommunication services in Pakistan. The range of services include basic telephony,
telegraph, fax, telex, Public data, Internet, E-mail, ISDN (Integrated Services Digital Network),
Universal Access Numbers (UAN), and other value added services. Pakistan
Telecommunication Company Limited is a professionally managed company and has initiated
measures, with active support of the Federal Government, to inculcate a corporate culture that
benefits company.

Pakistan Telecommunication Company Limited believes that it has an inherent potential that it
can exploit to emerge as an important and active business entity.

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Pakistan Telecommunication Company Limited has some basic strength and the potential that
needs to be exploited into real business opportunities. The Directors of the Company feel that a
firm and unwavering commitment towards provision of a complete range of market driven
telecommunication services to its customers using state of the art technology proven products
and a customer care approach is essential in a rapidly expanding telecom market. The radical
change from a monolith state controlled culture to a open market competitive environment. The
customer is becoming and more conscious of the value of telecom services in an improving
business environment.

The advent of digital systems, increasing application of computer technologies and development
of wide-band systems has generated new customer needs. Innovative products and services such
as cellular mobile, high-speed data, Internet etc are much in demand. The current decade has
proved to be the period of sector restructuring and growth globally. To keep pace with the
changes and to meet the emerging new demands, Pakistan Telecommunication Company
Limited has adjusted its programs to meet the requirements of the market. Traditional telecom
monopolies like Pakistan Telecommunication Company Limited need to explore new avenues of
technology .

and financing to accomplish a quantum leap in growth and bridge the gap between demand and
supply, still remaining financially viable.

The Company has taken initiatives and a change is gradually becoming visible through expanded
capacity and increasing revenue.

Pakistan Telecommunication Company Limited has taken decisions to cope with the competition
within the next years. The initiatives taken resulted in the establishment of 100% Pakistan
Telecommunication Company Limited owned subsidiaries like Pak Telecom Mobile Limited.

Paknet and Pak Telecom Pay Phone services limited. These new entities shall provide cellular
mobile information technology, Internet, payphone, prepaid calling cards and other range of
services, Pakistan Telecommunication. 15

Company Limited made a conscious decision to enter the cellular business as it has tremendous

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potential and an accelerated annual growth of about 60% which is likely to continue for many
years.

Pakistan Telecommunication Company Limited has been successful in obtaining a Cellular

Mobile License for its subsidiary and has selected the GSM 900 state -of the—art technology,
which is growing at a much faster rate internationally. Pak Telecom Mobile Limited was
incorporated on 18th July 1998 to establish and run this new business independent of Pakistan
Telecommunication Company Limited with full accounting separation thus creating a level
playing field for industry competitors.

Pakistan Telecommunication Company Limited is following a business-oriented policy to

associate private entrepreneurs in telecom sector development. The options are based on
interconnect and revenue sharing arrangements with license operators and through out-sourcing
revenue sharing with 0 & M contractors as business partners. PTCL has successfully entered into
arrangements with foreign and local telecom companies and has signed three contracts prepaid
calling card service to promote international traffic.

The Government of Pakistan has encouraged the growth of the telecom sector to enable Pakistan
to keep pace with the rapid technological advancement in the field of telecommunication. The
tariff structure remains under constant review of the government to rationalize from the point of
providing adequate returns to the telecom operators and to tap the tremendous potential of the
growth in the demand and market for telecom services. The GOP has reduced the CED on
telecom services, encourages the use of value added services with special emphasis on
proliferation of Internet. It has also reduced the import duties on telecom equipment and allows
tax exemption.

Private sector data and Internet services providers are operating under license and revenue share
arrangements. Internet & information technology services are now very popular in the market
and numbers of new entrants are competing, providing Pakistan Telecommunication Company
Limited an opportunity lease capacity. Its available IT & Internet infrastructure both for private
sector licensed operators.

And Pakistan Telecommunication Company Limited own customers. Pakistan

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Telecommunication Company Limited is launching a three-phased project for IT & Internet to
expand the service to take care of 300,000 customers including the needs of private license for
infrastructure.

PTCL’S CORE OBJECTIVES

The primary objective of Pakistan Telecommunication Company Limited is to provide

telecommunication services to the people in the country or in short to satisfy the
telecommunication needs of its customers. Responding to the rapid economic and technological
growth, the company is determined to meet the challenge of expanding needs of telephone and
data communication such as public data network, integrated services digital network and Internet
services.

The major focus of attention is to improve and expand the services, minimize the faults and
provide communication facilities to rural areas. It is also one of the major objectives of
management that the company should not improve its performance but also encourage the
private sector to enter the Tele business. The company has entered the domain of free market
economy, which necessitates the liberal management policies and private sector.

The following basic policy steps have been taken to meet the objectives laid in PTCL Act to
expand and operate telecommunication services in the country. The main objective of any
company is to earn the profit and minimize expenses by winning goodwill in the market.

The following are the long-term objectives of the organization.

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1 Provision of Telecom services all over the country.

2 Plan, establish and maintain telecommunication.

3 Acquire, promote and manage research and development, transfer of technology and
software development including manufacturing of telecommunication equipment and
plant.

4 Enhance efficiency, improve quality and expand the system to meet customer
satisfaction and provide service on demand.

5 Create congenial climate for binding of human skill and horizon of employees through
training and education.

6 Convert its cash basis single entry accounting system to accrual basis double entry
system meeting the commercial international accounting standards.

7 To introduce computerized directory assistance and complaint services reform billing

and a revenue collection system.

8 Strengthen relation with foreign international administration, entities, services

providers, international and regional telecom organizations for better international
communication and technical cooperation in telecommunication business.

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 9 Expand customer awareness of all value-added services of PTCL.

10 To improve the efficiency of Customer Service Centers by deputing qualified persons

who are well aware of public relation techniques.

FINANCE & ACCOUNTING SYSTEM OF PTCL

The PTCL FINANCE & ACCOUNTING system is actually divided into three wings.

1- FINANCE

2- ACCOUNTS

3- REVENUE

FINANCE

The SEVP (FINANCE) is concerned with the makeup of the all type of financial decisions
especially in the context of acquisition, financing and management of all assets with some goal
in mind. The EVP (Finance) with the General Manager (Finance) extend their expertise in the
decision making process.

ACCOUNTS

Here the SEVP (Finance) is once again concerned by heading the EVP(ACCOUNTS) and
General Manager (Accounts) to deal with all Accounts Decision. In PTCL the Finance and
Accounting are so correlated but the difference between finance and Accounting is the method of

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Funds Recognition and the decision making. In the Accounting the Director Accounts in the
PTCL Regions assist the higher management.

REVENUE

Here the SEVP (Finance) is once again concerned by heading the EVP (Revenue) and General
Manager (Revenue) to deal with all Revenue matters. One Director Revenue within the Region
assists to implement and control the inflow of Revenue and reconcile it with the PTCL
Headquarters Islamabad.

The PTCL is actually the Revenue Generation organization. PTCL Collect the Revenue from the
following modes.

1) Revenue from System Billing of Land Line Numbers.

a) Through Line Rent of Land Line Numbers.

b) Through National wide dialing from LLN’s (Land Line Numbers)

c) International dialing from LLN’s
d) Providing Value Added services to customers. Like UAN (Universal
Access Numbers), PABX (Private Auto Branch Exchanges),VPN( Virtual Private
Network) Bandwidth of ISP’S (Internet service providers)
e) PTCL has its three subsidiaries PAKNET (leading ISP in the country),
UFONE (unique cellular phone company in Pakistan), TF (Telecom
Foundation) the leading foundation for the welfare of employees of Telecom Sector.

ACCOUNTING SYSTEM OF PTCL

In PTCL the rules contained in the special volume of the PTCL under which the SEVP
(FINANCE) is responsible for creating the procedure of Accounting matters.

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CAPITAL RECEIPTS SIDE.
1. REVENUE FROM BILLING SYSTEM
 Revenue from Usual customer.
 . Revenue from DXX System
 . Revenue from DSL System
 . Revenue from PABX/PBX System
 . Revenue from Card Phone Operators
 . Revenue from IPOs Internet service providers
 . Revenue from Mobile Phone Operator
 . Co-location charges from various companies
 . revenue from PTCL EVO
 revenue from smart TV

2. REVENUE FROM OTHER

 . Revenue from Overseas calls (Incoming)
 . Revenue from Premium PRS (0900) calls
 . Income from Dismantle Exchanges
 . Revenue from MDF used by other companies

CAPITAL EXPENDITURES

INSTALLATION OF NEW EXCHANGES

Expenses of installation of new Exchanges are the major capital expense of PTCL because PTCL
purchases the new telephone exchanges from France, Italy, Germany and China. So heavy cost is
to be paid for purchasing process in order to proper margin. Each exchange having different
capacity and due which each Engineer should has to be trained accordingly so expenses rises on
purchasing of new Telephone Exchanges. This is the main expense of PTCL.

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EXTENSION OF EXISTING EXCHANGES

The extension of the existing exchanges is the dire need as the density of the population is
increasing day by day and in order to fulfill the basic communication and fill the communication
gap PTCL has to extend its normal Telephone Exchanges in accordance with the demand and per
paid connection. So PTCL sustain heavy expenses on the extension of exchanges.

MINOR EXPENDITURES

INTERNAL AUDIT AND TECHNICAL INSPECTION

The PTCL has sustained huge amount in context of internal audit both Accounts and Technical
from various agencies. For example M/s Ferguson conduct both internal audit and external audit
and payment made to auditors in the expenses of the company.

ADMINISTRATION AND CONTROL EXPENSES

Sometime in the best interest of company, some expenses could be occurred for example if there
is need of induction of a financial analyst in one region or if there is need of an Engineer then
transfer and posting order can be issued and traveling and training expenses could be realized to
employees.

SALARIES OF STAFF

The monthly salary of the staff is rest with the approval of PTCL H.Q Islamabad. PTCL is
spending lot of amount on the salaries.

PRINTING AND STATIONARY CHARGES

On printing of stationery PTCL spends reasonable amount.

CONTRIBUTION IN PROVIDEND FUND

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There is also contribution in the provident fund from the PTCL.

FINANCE SYSTEM OF PTCL

PTCL has magnificent finance structure; it is basically Product Oriented organization so here, the
Revenue is the Life Blood as such for any other profit seeking organization. So we should have
isolated the Revenue from Finance side or either we should consider the Finance in the context
of Revenue .Finance activities can be evaluated in terms of PTCL’s basic financial statements
analyzing through:

FINANCE PLANNING

On PTCL HQ Islamabad, SEVP (Finance) is, who with the concurrence with the CEO for
making all the Finance Planning that’s way the PTCL has to inject the money in order to boost
up the business and in order to complete the stiff competition faced in the telecomm sector.
Before taking any decision regarding financial planning the draft could be presented before the
Board of Governors. In this section there is need of financing either in the WLL (wireless local
loop) sector or wire-line or mobile operator services.

Managing the PTCL’s Asset structure

PTCL is very organized organization and it has also its fixed as well with the current asset. So
there are many experts in order to keep the eye watch on the PTCL infrastructure, for example
Director (Fixed Assets) is responsible for the maintenance and repair of the building and
machinery on the Regional level.

Managing the PTCL’s financial structure

PTCL financial structure is in the safe hands the basic qualification for the post of Assistant
Accounts Officer is MBA (Finance) and for the SEVP (Finance) the incumbent should possess
the degree of MBA with ACMA & CA. Due to such fresh blood the young and energetic
financial management taking some bold decision the results of which are awaited up till.

HUMAN RESOURCE ASSESSMENT

It is the department of the PTCL which has been established in 1999 so it is still in the

25
development stage and there are number of activities which are yet to be decided to take into the
consideration by the HUMAN RESOURCE DEPARTMENT OF PTCL. It is established to
regulate the human resource activities and to solve number of critical activities and the problems
of PTCL.

Regarding the human resource and their critical matters.

This department has its own importance and course of action to resolve and to foresee the future
for the development of the employee and the customers’ interests simultaneously.

A great deal of delay has been there for the establishment of HUMAN RESOURCE
DEPARTMENT. PREVIOUSLY recruitment of the employees was the responsibility of the
RRR DEPARTMENT but now it is to decide that activity would be given under the supervision
of the HUMAN RESOURCE DEPARTMENT OF PTCL. This is also done in the recent years to
cope with the new market condition of telecommunication industry in PAKISTAN as the
GOVERNMENT has decided to privatize the PTCL. SO to attract the healthy customer, it was
also necessary to make valuable arrangements so that the company can fulfill all kind of
international standards which would be then helpful to convince the customer about the worth
and the value of PTCL. Besides the functional requirement this was another factor, which played
vital role for the establishment of the HUMAN RESOURCE DEPARTMENT.

THE HUMAN RESOURCE DEPARTMENT is lead by the CHIEF ENGINEER and he is

responsible for the activities carried out by the department. There are four DIRECTORS working
under the supervision of the chief engineers. Then these DIRECTORS supervise the divisional
engineers and assistant divisional engineers and so on. As it is at its initial stages so authorities
and responsibilities are still under the process of development and precise definition of these are
not finalized by the top-level management. The hierarchy of the human resource department
clarifies the responsibilities and level of authorities between the different level of the department
and also between the persons of human resource department.

26
SPECIAL TASKS

There are no defined and precise responsibilities of this department as it has already been
mentioned that this department is still in the development stage. However some
special task has been assigned to the department so that its activities can be started
and the flow of activities and their harmony with other department can be
established. For this purpose numbers of activities are assigned, out of which
some were accomplished and some others are in the process of accomplishment.

There was confusion about the exact number of PTCL employees. Exact data was not provided
to the top-level management, approximate figure was there. More over different departments of
PTCL claim different number of employees, which they collected through their own resources.
Top level management was not satisfied which such kind of information, so it assigned the first
task to the HUMAN RESOURCE DEPARTMENT.

The challenge was accepted by the department and was successfully met with in the given time
period. The figure of fifty five thousands three hundreds and eighty five (55,385) was found for
the regular employees and figure eight thousands (8,000) was found out for the employees on
contract basis. This figure is for the year 2002, so is the latest figure and is accepted by the top-
level management.

The organization of data base management system was also assigned to the HRM department,
which was also successfully done by the department. This helped PTCL to gather the distributed
employee data which is then helpful for the regulation of pay system for the employees and also
helpful for the regulation of seniority system for the employees

These works are done successfully by the HRM DEPARTMENT. There are some other
responsibilities, which are still in process of accomplishment.

1. The development of recruitment manager software.

2. Restructuring of organization structure.

3. Revising of performance appraisal process.

27
 4. Establishment of some new rules and regulations to cope new market
conditions.

5. Changes in the salary structure of the employees.

6. Changes in the medical facilities.

7. Establishment of compatibility between the expertise and their appointment.

8. Reduction of union influence in the company matters.

9. Establishment of programs for the development and training of employees.

GRANT FOR TRAINING PERSONNEL IN INFORMATION TECHNOLOGY BY

SUBSIDIZING INTERNATIONAL CERTIFICATION FEES

In order to meet the international standards in Information Technology there was need of
certification and qualification improvement by getting training and passing the examinations of
different classifications of IT. So a grant was approved for the said purpose. The purpose of this
grant is to support the candidates in obtaining specified and internationally recognized
certification relevant to information technology and telecommunication by either completely or
partially subsidizing the fee of examinations.

GRANT FOR HUMAN RESOURCE DEVELOPMENT AND INSTITUTIONAL UP

GRADATION

Capacity-building in science and technology is one of most important aspects of a viable infra
structure. Unfortunately majority of institutions in Pakistan suffer from a severe lack of human
and institutional capacity to conduct any meaningful research and development projects and to
provide quality teaching in the areas of science and engineering. There was therefore an urgent
need to train manpower and upgrade scientific institution in Pakistan. SO a grant was approved
by PTCL. This grant scheme was thus aimed to train manpower. The purpose of this grant was

28
fold: to support the candidates in obtaining essential training/certification

STAFF-WELFARE

PTCL is providing free medical facilities (indoor / outdoor) to both its serving and retired
employees and their dependent family members from panel hospitals as well as from 42 staff
dispensaries / medical centers established in various cities. The total number of beneficiaries is
296,850. Besides this, employees are given merit/stipend awards and general education grants
for professional and general studies of their children.

Benevolent grants of Rs. 1 lac as special compensation is paid to the employees on accidental
death. Widows are also financially compensated out of welfare funds on the eve of Eid. Marriage
grant is paid to the employees on the marriage of their dependent daughters as well.
Transportation facilities for the commutation of staff and school going children are provided on
nominal charges. Schools being run by Telecom Foundation (TF) are providing quality education
to the children / wards of PTCL employees at concessional fees.

Education-Training

At PTCL, special attention and care is given to nurturing potential and building human assets.
Great emphasis is being laid on the inculcation of sense of responsibility and management of
staff. Numerous training courses have been introduced for all levels of management and staff in
order to train and groom the human capital. The National Post Graduate Institute of Telecom &
Informatics (NPGITI) is also being revitalized. The institute currently offers Masters Programs
in Telecom Engineering and Telecom Management apart from Diploma in Routing Technology.
Engineers and other professionals are sent overseas to have a greater insight into emerging
technologies and grasp latest management skills. Educational and training institutes that are run
by PTCL include Telecom Staff College, Haripur, Regional Telecom Training Schools and
fifteen Divisional Training Centers spread across the country. These facilities are fully equipped
with all the required paraphernalia and have experienced faculty to groom the future resources
for the organization.

29
The modern training facilities at National Post Graduate Institute of Telecom & Informatics are
accessible to the whole of the telecom sector. All telecom players can benefit from our facilities.
This open approach gives PTCL the edge of achieving self-
sustenance in its training projects, besides catering to the telecom sector through trained and
efficient human resources, thus catalyzing the growth and progress.

To streamline the existing procedures and processes, further steps

have been taken by integrating Recruitment Management and the Job
Management System into the Human Resource Management
Information System (HR-MIS).

PTCL products and services

PTCL is the most largest company of telecom in Pakistan .it have a very large product line
1. 1.Land line

30
Broadband DSL

V FONE large sets

V FONE handsets,

Cards.

Rums, (SIM)

EVO

, SMART TV

Now these all are discussed how we can use these, what are packages, how we can apply for
these. Special packages for employees of PTCL and other institutes for the products ,and
packages for services concerns and professional people.

Landline

Landline Lucky Draw Promotion

 Lucky draw will be conducted for all customers whose PSTN usage is Rs. 1,000 or more
either in August 2010 or in September 2010

 Usage includes: Local, Nationwide, Fixed to mobile, International calls and package
charges only

 This offer is valid for 01 Private Residential Customers only

 Prizes include:

 10,000 1 Mbps Broadband Connections free for 1 year

 100 PTCL branded Cordless Phones

31
  50 Television Sets

 50 Laptops

Promotional Installation Charges of Rs. 500 for PSTN New Telephone Connections

 From 1st July 2010, all NTC customers will only pay Rs.500 as installation charges.

 This offer is for all NTC customers whether they are commercial or residential
customers.

 This is a limited time promotion

PTCL Cricket Info Service

All the existing and new PTCL customers either of PSTN or WLL, who are Cricket
Diehards/affecters of electricity load shedding

Telecom market is coming up with different valued added services these days as the customer
demand is evolving due to fast and furious daily life in which people don’t get time for
recreation like going out with family and friends rather prefer sitting at their premises and
enjoying some readily available services. This part of world being the diehards of Cricket game,
do get time for cricket whether they have to go .You just have to dial 1216 and listen to the live
commentary of ongoing match.

PTCL does have solution to their problems!!!

Previously T-20 World Cup and Asia Cup 2010 and now for all futures games, PTCL proudly
announces Cricket info service through which PSTN and VFONE subscribers of PTCL will be
able to listen to live commentary of cricket matches just by dialing a four digit access code 1216
and listening to the live commentary.”

Package Tariff:

 Each call will be charged @ Rs 1 / Minute (Exclusive of tax)

 No service subscription required.

32
Personal Global Number Service
Due to an ever increasing number of Pakistanis migrating overseas each year, the amount of
international calls being made has amplified remarkably. PTCL has introduced “International
Plus” that will provide PTCL subscribers with lowest international call rates and more talk time.
Subscribers need not unsubscribe from their existing package to be able to benefit from
International Plus. In fact subscription to International Plus will enable them to talk with their
near and dear ones in UK, US, Canada, Australia and China for a fixed monthly charge.

“International Plus” will provide PTCL subscribers with lowest international call rates and more
talk time. With this package customers will be able to talk freely with their near and dear ones in
UK, US, Canada, Australia and China for a fixed monthly charge. All international plus
subscribers will get 500 international minutes each month and will be charged Rs. 499 monthly
for calling on landline & mobile both in USA, Canada & China and on landline only in UK &
Australia.

A. No, this will be an Opt In Package and customers who already are on Pakistan Plus, Basic
Plus or Value Plus will have the option of subscribing to International Plus in addition to their
existing Price Plan.

countries can we call by using International Plus?

. Landline & mobile in China, USA, Canada and landline only in UK & Australia.

PTCL in its endeavor to provide quality services at affordable prices to its subscribers, has yet
again come up with an amazing Tariff for its wire line subscribers. PTCL wire line subscribers
will now be able to call anywhere in Pakistan at Rs.1 per minute and enjoy talking to their loved
ones or business associates without worrying about the cost.

 Rs. 1 per minute for all Local and Nationwide Long Distance Calls (PTCL to PTCL and

33
 PTCL to V.FONE )

 Free Conference Call Service for all PTCL Wire line subscribers from 1st March-2010 to
31st Dec-2010

PTCL Premium Number Service

To be a part of a fast growing telecom market and to get aligned with the number of services
which Cellular companies are providing, PTCL once again has come up with another innovative
and appealing offer which is a part of ongoing Synergy Projects with its sister concerned
company UFONE .

Through this offer any customer who wants to acquire a new telephone connection (NTC) can
also get UFONE SIM with the same number (03xx-7 digit) as of PTCL Landline. There wouldn’t
be any special charges for UFONE SIM , on the top of that UFONE SIM would be sent to the
customer through TCS.

This shows PTCL’s commitment towards its valued customers by providing them a service with
an ease of remembering just one number for both landline and Mobile Phone. This also gives
comfort to your callers as they don’t have to remember more than one number.

Product Tariff:

 No special charges for PTCL number/UFONE SIM

 Same installation fee and line rent charges for PTCL Landline.

 SIM will be sent to the customer through TCS. Customer just needs to pay ordinary
UFONE charges (Rs 150 and a balance of Rs 100 will be available)

Order Line:

This service can be acquired by calling 0800 80 800 helpline or through walk-in channels.

34
All the customers who want to have new PTCL landline connection and are interested to get the
UFONE SIM with the same as of landline.

There are no special service charges for PTCL#/UFONE SIM. There will be same installation
fee and line rent charges. SIM will be sent to the customer through TCS. Customer just needs to
pay ordinary UFONE charges (Rs 150 and a balance of Rs 100 will be available)

By calling 0800 8 0800 helpline or through Walk-In channels.

Customer yet.

PTCL EVO offers exciting new packages

Making its products more affordable for its valued customers, Pakistan Telecommunication
Company has launched more economical and exciting EVO packages starting from as low as
Rs.799 only.

The packages are designed while keeping all sort of customer base in mind; either they are casual
surfers on the go or users who need to be connected all the time. EVO is offering new EVO GO
1GB package for casual surfers at an amazing price of Rs.799 only. Other packages include,
EVO 2GB Lite package, and WIZ package with a wholesome 5GB download that makes
downloading the games, music and occasional videos at a far higher speed. Whereas EVO MAX
package offers unlimited download throughout the month. SEVP Commercial Naveed Saeed said
the launching of these packages is the extension of the whole thought behind this product i.e.
since there is no limit to imagination, why there should be any limit to what one can do with
EVO.

He further added that customer’s convenience and affordability has always been the prime
objective behind launching any product or package. That is why PTCL products have become
customers top priority in recent times and we pledge to continue with providing them with the
best possible.

EVP Commercial Planning Syed Asim Ali said PTCL EVO because of its 3G technology gives

35
customers the flexibility to roam around freely like never before while they stay connected. And
in future we plan to introduce a variety of innovative services and packages for our customer’s
facilitation, which is our ultimate goal.

PTCL V.FONE

 VFONE GRAND RECHARGE

 VFONE AZAADI OFFER

 V.FONE Promotion (free balance for three months)

 New & Exciting Promotions CONNECTION CHARGES

 VFONE CALL PACKAGES

 CARDS LOADING OPTIONS VFONE SALES OUTLETS

 VALUE ADDED SERVICES

 INTERNATIONAL CALL RATES

 INSTALLATION PROCEDURE

 SCO NETWORK CHARGES VPCO PAYPHONES FREQUENTLY ASKED

QUESTIONS VFONE CUSTOMER CARE

36
V FONE Call Packages

Simple

For those customers how don’t make calls ,for this there is no daily charges ,but1.5 rupees to V
FONE TO V FONE to v fone.2.00 rupees v fone to PTCL and 2.5 rupees for mobile and these
are permanent charges

Family For those customers how make calls, for this there is 5 rupees daily charges, free rupees
to v fone to v fone.1.5 rupees v fone to PTCL and 2.5 rupees for mobile and these are per mint
charges

Unlimited

For those customers how they make calls at both v fone and PTCL, for this there is 20 rupees
daily charges, free to v fone to v fone. FREE rupees v fone to PTCL and 2.5 rupees for mobile
and these are permit charges

Card Loading Options

Vfone Pre-paid cards are available at Vfone Sales & Service Centers, PTCL Customer Service
Centers or PTCL exchanges and retail shops, in four denominations

For your Convenience V have a variety of denominations for You to choose from….

Card Denominations Validity Incoming Validity TOS Days TOS Days

Rs.100 30 Days 90 Days 45 Days 135 Days
Rs.300 60 Days 90 Days 45 Days 165 Days
Rs.500 90 Days 90 Days 45 Days 195 Days
Rs.1,000 120 Days 90 Days 45 Days 225 Days

37
PTCL Smart TV

A PTCL digital multi channel Television service that delivers television programs to households
via a broadband connection using the Internet Protocol (IP) technology. The service requires
subscription and Customer Premises Equipment (CPE). An IP-based platform allows the TV
service to be ‘smarter’ than the traditional broadcast and cable TV services, by making the TV
viewing experience more interactive and personalized.
Smart TV features unction is available to the TV viewers for the first time in Pakistan and only
through the PTCL Smart TV service.

• Parental Control
This feature enables parents to restrict certain channels which are not suitable for juvenile
viewing. Restriction is enabled by assigning a password to particular channel(s) thus
empowering parents to control the content their children can watch.

• EPG (Electronic Program Guide)

Electronic Program Guide (EPG) is an extremely responsive and feature-rich application that
manages viewer interaction during channel and program selection. It is an on-screen guide to
schedule broadcast television programs, allowing viewers to navigate, select, and discover
content by time, title, channel, genre, etc, by use of their remote control. It also provides access
to billing details, changing password and managing favorites.

• VoD (Video On Demand)

Video on Demand is a service that provides end users to interactively request and receive videos.
VoD permits a customer to select a program from a catalogue using EPG (Electronic Program
Guide). The play out of the selected movie starts nearly instantaneously on the customer's TV. A
film that is chosen, for example, will be available for multiple viewing during 24 hours without
any extra charge.

• NVOD (Near Video On Demand)

38
 NVoD is another exciting feature working like a community TV Channel. A number of
channels are allocated for NVoD. Popular or recently released movies and proVoD is
another exciting feature working like a community TV Channel. A number of channels are
allocated for NVoD. Popular or recently released movies and programs are played on
NVoD channels and are available to all Smart TV viewers. mers at no extra cost. In case of
NVoD channels, customer feedback plays a pivotal role in content selection. List of
channels
[uture Channels

These channels are to be available soon.

PTCL has still 125 channels and these channels are work satisfactorily future channels will be
available

SERVIES FOR CORPORATE CUSTOMERS

PTCL is striving hard to facilitate its valued corporate customers at each level of service. PTCL
offers a host of unmatched services to suit the needs of the Corporate Customers. The list of
Corporate Services is given as under. For more information regarding any of the following
services, PTCL Corporate Customer Centers can be contacted.

IN BASED VALUE ADDED SERVICES 0800-Toll Free PTCL Calling Cards Domestic and
International Premium Rate Service 0900 Virtual Private Network
VALUE ADDED SERVICES Universal Access Number (UAN) Universal Internet Number
(UIN) ISDN PRI TelePlus (ISDN/BRI) Local /Domestic/International Leased Bandwidth And
Point To Point Leased Lines (DXX) Local Leased Circuits (2 Wire/4 Wires) (DXX) Digital
Facilities Digital Subscriber Loop (DSL) Co Location Tele mail Call Centers (new)
Universal Access Number (UAN)
UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of
products or services. Here is a list of business who can avail UAN Service. Banks Newspapers
Airlines Hotels Shipping Lines Fast Food Outlets Consumer Products Companies Insurance

39
Credit Card Companies Travel Courier Services Utility Services Trading Companies Stock
Brokers

Voice Messaging Service: (VMS)

With PTCL Messaging Service, you can have all for (or Desired) calls recorded when you are
absent, busy on phone or do not want to attend the calls for any reason. You can, later on at your
convenience, retrieve all recorded messages from any telephone anywhere in the country.

Security of message is ensured against eavesdropping through subscriber controlled password.

PTCL VMS is designed for those who do not want to miss a call or Fax because that can be
beneficial.
Great for anyone owning a telephone or Fax, at home or business. Much more powerful and
flexible than answering machine due to Message options available in your voice mail system.
Internship Report
Features Call answer Fax Messaging Notification Capacity 10 messages Free for user paying RS.
2000/- or more bill/month.
PTCL Messaging Plus:
PTCL MESSAGINH PLUS is designed for small and medium business enterprises having
problems with managing telephone message.
PTCL MESSAGING PLUS will definitely handle these problems for you. Advanced messaging
features save time, make you truly mobile and increase productivity.
Co- Location Centers
Pakistan Telecommunication Company has taken land mark decision to establish co location
centers throughout the country. Service concept this service is basically for telecom data and I.T
companies. These companies will install their equipment directly in PTCL premises in ready
fitted environment. The primary purpose is to provide a number of resilient and centralized
connection and control facilities in which co-location center’s communication can be located.
Benefits Easy access to local & international connectivity Quick deployment of services
Minimum capital investment and cost saving higher reliability and quality of service Full

40
connectivity under one roof Just plug in and start business

 Target market

 IT companies
 Telecom data companies

 Universal Internet Number (UIN) 131

UIN 131 numbering scheme for internet services providers, represent exclusive code to each ISP.
Service concept The concept of the service just like toll free 0800 but charges a local call for
each connectivity attempt, UIN involves allocation of numbers to individual ISP’s who are
licensed by PTA. Functionality The service functions under single – meeting billing system, with
promise of rich dividends in terms of customer care. Benefits The benefit goes to the end users
who happen to be any ISP customers. Once subscribed, the service means timeless
communication for your customers, allowing them to pay for a single call irrespective of its
duration. Target market  ISP’s
Virtual Private Network (VPN)
Communication is the secret of success in today’s highly competitive market. When it comes to
enabling your enterprise, your communication got to be instant, fast and hassle free. The answer
to this corporate need is virtual private net work. Service concept It is an innovative and
intelligent private network to integrate business/enterprises having sub-offices with in a city or
nationwide. Without necessity installation of dedicated resources, VPN enables organization to
create a private network.
Digital Cross Connect (DXX)
Telecommunication networks are the most important infrastructure elements of any business
today. As the businesses increasingly depend on it, quality of networks is gaining strategic
importance. Service concept PTCL offers flexible and reliable data services solutions through a
high quality platform of digital leased line network .PTCL digital cross connect (DXX) network

41
provides the most dependable media for WAN connectivity with more than 200 nodes country
wide. Features

End to end digital connectivity on digital cross connect network Country wide as well global
coverage Flexible bandwidth to suit the requirement Better quality of services

Target market
Corporate customer
Software exporters
Data network operators Airlines/travel agencies ISP’s
Financial institutes Courier services ISDN BRI/PRI
It is a near broadband experience suitable for household and small/medium sized organizations.
Features
Faster and clear voice Fax and data communication on a single phone PRI provides thirty 64
kbps user channel plus two 16 kbps signaling channel BRI provides two 64 kbps user channel
plus one 16 kbps signaling channel Cost effective

42
BRIEF ON MY INTERNSHIP WORK
During my internship I stay in following departments
Consumer sales
Marketing
Oss(once stop shop)
Revenue department
During my internship Intern ship following things mentioned in the table

Sr.# Field of training Period of training

1 Product knowledge and complaint handling 01 week
2 Preparation of sales reports + activation of 01 week
new connection +restoration process
3 Sales distribution + franchise networking 01 week
4 Marketing campaigns +road shows +CFC 01 week
5 Customer care center +BNCC training 01 week
6 OSS(once stop shop)& revenue collection 01 week

Now we move department wise and give brief introduction of each department, and I will
explain the work flow of these departments. Now I explain about my internship learning’s the
products for which I learned in first week was
What are products of PTCL?
What are packages?
About rates of PTCL products
Features of PTCL products
Availability of PTCL products

43
MARKETING DEPARTMENT

Marketing Department is back bone of any organization today awareness of peoples about the
products of different companies depends how much marketing department is effective it also
called a revenue-generating department of an organization. Marketing Department undertakes
market research and gives feedback to management about customers needs and wants on the
basis of which, products and services are developed and positioned to give value to the
customers. Thus Marketing department of an organization plays a pivotal role in its business
development, growth & expansion. During my internship I worked with PTCL marketing
department. Through working there I gain so much practical knowledge that will help me during
my practical life. For understanding the work flow and the operation of the department we have
to move in certain manner. We have to look the key operation the structure of the department and
in the end the focus will be on the critical analysis.
Marketing department in PTCL MTR is just wasting sources of PTCL in marketing department
there are almost twenty peoples and they does not know what to do. When I joined this
department then Mr. Khaezer hayat malik said to Mr. farooq(manager marketing)to expertise
me about marketing activities in first day I was asked to join group of 5 peoples to join for road
shows and we were just with some banners and some tariffs which were not correct for example
PTCL is charging 5000 rupees for new installation and on tariffs it was written that installation
free. and due to this for increasing target sometimes I found senior sales person lying that
installation is free .it was from them just to complete target and show manager that we have done
something .where reach at such a place at a choke at one were hikers, and by peoples I was told
that this is their permanent place .stall was Work of just one person while we were 6 peoples and
I this way 2 persons of us find themselves easy to go to their homes
Other aspect of this thing is that these 5 persons were I think being paid almost 5000 per day but
their production was just 2, 3 NTC and broad band and it was not work of these but also of
persons sitting in office, marketing manager work was to send them to some palace and sales
executives work was to mail these orders to OSS and this was marketing out put
At first day some customers asked me about EVO speed I told those 3.2 per MB, they asked me
to show EVO. some customers come us to purchase FWP .but we were with just some tariffs

44
and NTC ,bb order forms one thing I want to show that I found marketing department manger
visiting to offices of sales and distribution s.oss and gm office’s PTCL in marketing department
all persons are aged and I found all of them as they came here to sell fruit ,at road show I saw
them with simple clothes and shows ,this thing was not representing PTCL.I was really hearted
as I love Pakistan I love PTCL ,I was very wondered that never any person take action about
office decorum inspect of khazer hayat malik(manager sales )I form And them my ideal manger.
During one weak stay I personally deal with number of customers peoples have number of
complaints when they order for NTC they are asked that their connection will be at one day but it
takes one day just to mail it
I suggested marketing road show persons to have some products, second did they did so, but at
third day they were thinking to sale it and in 4th day they spend their half time to sale it per sonly
while at that day we wasted three hours, and this was not sold at that what will happen next I
don’t know
This is showing that they are not sincere .over employment is very much.50.55 old age persons
are receiving 30000, 60000 rupees with education of inter mediate while our MBA students are
jobless and are70%more efficient as compared to these old ones I think this is demand of modern
era that young employs should be recruited an these department as they know more modern
trends and they have plans for future
During road shows at that week I never find manger to check then and person with me told me
that this glorious day comes 1 time in month
One thing else no one in this department was happy with manger, with their work and
When I leave PTCL most hardworking person salahudeen joined marketing I hope they will help
others to complete targets, target was to sale 10 ntc.10bb day .but I found not I single day
completing this target
These all were my suggestions and observation .every persons in other department were agreeing
with me when I shared my ideas with them. Persons in marketing from their work and all were
trying to move to other departments
So we will move in the pattern describe be
Marketing mix of PTCL
Generally if we see through packages and Promotional strategy of PTCL Coming Back Strong

45
PTCL has consistently been facing market criticism with respect to its strategic management,
policy, procedures, quality assurance, product flavors and orientation towards customer services.
Our readers who have read the post on Balanced Score Card Technique (PTCL: Future Prospects
& Challenges) on this blog can now see the practical implementation of BSC effectively being
done by PTCL at present. If PTCL continues on the same path with focus on product, market &
corporate leadership, they have all the means to differentiate for clear competitive advantage.

The Balanced Scorecard is a management tool that helps an enterprise to focus on holistic
development across the organization rather than just focusing on a single area or on a specific
objective, for instance, revenues & finance. Today, many large corporate entities across the
world have adopted the BSC technique to exceed the overall growth objectives. The key areas of
PTCL’s focus are:

Marketing Strategy of PTCL

For understanding the marketing department work flow and its function we must have clear
picture of the PTCL’s marketing strategy. For developing clear understanding of marketing
strategy of PTCL there is no one line statement or clear vision of marketing

Internship Report department so we have to move traditionally .Classically, Marketing has been
all about the “four P’s”: Product, Place, Price and Promotion. The marketer identifies a target
market, defines the product and Pricing to appeal to this market and a strategy to deliver the
product to the market. Thus the marketer is the steward of the value proposition, ensuring that
the firm is delivering maximum value to its customers.

We will briefly discuss below the marketing strategy, product planning, development &
management, Pricing strategy, distribution strategy and promotional strategy: Marketing Strategy
Normally, a marketing strategy identifies the target markets, the desired position in each market
and the marketing mix that will persuade those target markets to part with their money. Market is

46
targeted through market segmentation. Segmentation can be done on four types i.e. Demographic
Segmentation (age, gender, race/ethnicity, household type, home ownership, education,
employment, income etc.), Geographic segmentation. Positioning oneself by product can do
positioning differentiation, positioning by product usage, positioning against a particular
competitor, positioning against an entire product category, positioning by association and
positioning by problem, Marketing Mix includes P’s i.e. Product, Price, Promotion and place.
TARGET MARKET PTCL’s 80% revenue comes from just 20% customers, who are corporate
customers and other big and small business organizations. The main focus of PTCL marketing
efforts is on retaining and satisfying that 20% chunk of key customers at any cost. For this
purpose, PTCL is now established Corporate Customer Services Centers in major cities to take
care of these vital customers. Apart from these important customers, PTCL targets general public
and other small business companies for sale of its landline telecom services like telephone, fax,
Internet, as well as other services like CLI, VMS, and Digital Facilities etc.

Market Segmentation

Basically PTCL segmented its market on two bases • To better implement customer services
features, segment the market on a customer basis: • Corporate Resident zonal
on the basis of services as: – Telephony – Data – Video
PTCL has segmented its market for its services and products to effectively deal with its
customers. Some of its services like Universal Access Number, Co-Location centers and virtual
private network are specially targeted at corporate customers and business concerns. The other
services like new telephone connections, digital services etc. are meant for mass market. The
services like Internet, fax facility etc. are targeted at both the corporate and general customers.
POSITIONING STRATEGY As PTCL is the sole provider of the landline telecom services in
the country; it is the market leader in providing these services because there are no competitors
to challenge its market leader status.
Thus presently PTCL is facing no problems in positioning its services in the market as a market
leader because it enjoys monopoly in the industry. However, with the deregulation of telecom
sector PTCL is gearing up itself to maintain this market leader position, on the other hand

47
competitors are doing to challenge it.

MARKETING MIX Product Planning:

In PTCL, so far products had been planned and developed by the engineering department and
marketing professionals had no role in product planning as there was no marketing department in
the Company. But now marketing professionals have been inducted in the Company and they
will definitely have a close coordination with engineering department in planning and
development of products to satisfy customers’ desires. It should also be kept in mind that PTCL
is a technical organization enjoying state-of-the-art telecom technology. The services offered by
PTCL are built in the technology and with the passage of time; PTCL rolls out these products in
the market. Even many products, which have become obsolete in developed countries, are
launched as new products by PTCL. But we cannot deny the fact that being monopolist, PTCL is
depriving customers of many digital services that are available free in many other countries.
However, as the Marketing department has been established now, it is expected that in future
there will be close coordination and liaison between marketing professionals and engineers for
planning and developing customers oriented products. PTCL is also in the process of hiring
brand Managers to manage its different products in a thorough professional way.

Pricing Strategy

Being a government organization, PTCL is not authorized to determine the prices of its products
itself; the Telecom Regulator Authority viz. Pakistan Telecommunication Authority (PTA) fixes
the prices of telecom services. The process is such that whenever PTCL intends to increase or
reduce the rates of its services, it submits its Proposal to PTA for approval. PTA then calls
consumers’ representatives, journalists and other interested groups for discussion on the
proposal. After listening to the viewpoints of all the interested parties, PTA gives its decision. If
PTA approves PTCL’s proposal, the new rates are enforced. It may be mentioned here that
telecom technology is only
Internship Report technology whose rates are on the decline with the passage of time. PTCL also

48
rationalizes its tariff with the passage of time. Tariff rationalization process started in 1997 as
part of GOP Telecom Sector policy for privatization of this sector. It was mainly focused on
rebalancing the domestic process like NWD, international, local call, line rent etc. Rebalancing is
completed by the end of 2003 (as per Tariff rates) with the objective to position PTCL for
competition.

4. PROMOTIONAL STRATEGY PTCL is using following components of promotional mix for

the promotion and Publicity of its product/services. Advertising:
Cards prepaid telephone etc. to remind the customers of these services. Sometimes, corporate ads
are also released to print media to mark special occasions. PTCL’s Commercials on “Prepaid
Calling Card”, “CLI”, “Voice Messaging”, “Digital Facilities” etc. are also broadcast
immediately on electronic media as reminders to Customers.
Sales Promotion: PTCL charges 1/3rd rates on national calls from 06:00 pm – 07:00 am and
local calls are free from 11:00 pm to 06:00 am to promote the usage of its telecom network.
Moreover, PTCL offers special rate packages on special occasions like Ramadan Package and
EID package, which offer customer reduced rates for specific timings. For Example, In EID
Package PTCL charges half rates from 6:00am - 6:00pm and quarter
Internship Report from 6:00pm – 6:00 am to attract customers to use its telephone service. These
rates result in increased revenue for PTCL and also facilitate the customers to talk to their near
and dear ones on these special occasions on affordable rates.

49
Personal Selling:

As PTCL is enjoying monopoly in fixed-line telephony, the Company has no Professional sales
force because the company has not felt any strong need to use the Services of a sales force for
increasing the sale of its products. At the moment, PTCL’s Customer Services Centers are
playing the role of sales outlets. Customers can make telephone calls; send fax messages from
these Customer Services Centers. They can also get connected their telephone bills and get
duplicate bills from these outlets. However, with the establishment of Marketing Department in
PTCL, The marketing professionals are now in the process of inducting professional sales force
for the company.

CUSTOMER CARE & CUSTOMER SERVICES DEPARTMENT

PTCL has established its Customer Services Department at different levels the overview of the
said department is as follows.
Corporate Customer Care Center Customer Services Centers Toll Free Help Lines
Operation Region Level Tehsil Level For Complaint & Enquiry
Now we briefly introduce the functions of these: Corporate Customer Care Center To facilitate
Corporate Customers PTCL has established Corporate Customer Care Centers at all Operation
Regional Head Quarter Level, in all the meager cities country wide. The Corporate Customers
can get their problems resolved under one roof in a one window environment by dialing UAN
111-20 20 2. The Customer Relation Officers register the complaints & forward these to the
related office.
Customer Services Centers to facilitate consumers PTCL has established Customer Services
Centers at all TehSEEil Level cities/offices. Here the consumers can use Fax Facility, Voice
Telephony for Local/NWD/ISD dialing. On divisional Offices Level duplicate phone bills may
also be obtained from C.S.C’s.  Toll Free Help Lines PTCL offers state-of-the-art call center
network to its all type of valued customers for convenient frequently asked Questions,
Complaints regarding their services, T/No enquiry. The following three Toll Free T/Numbers are
available for this purpose.

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- This toll free No is used to change the tariff packages of land line, WLL (V-fone), PTCL phone
n net service activation, & for Broad Band customers. The service activation is electronically
ordered & activated within 24 hours through concerned department. b) 17 (Telephone Directory)

This facility is also Toll Free & is used to obtain the telephone numbers of some specific
subscribers (College, Govt. offices, Private offices etc.). This is centralized & is being used as
Telephone Directory. c) 18 (Land Line Complaints)

To register the faulty Telephone complaints PTCL has established a Toll Free No 18 where a
computerized central node is used to register & rectify the consumer complaints for land line
numbers.
REVENUE DEPARTMENT
The revenue generated by the marketing department through selling the company
services/products is collected by the Revenue Department. The roles played by the Revenue
Department are following. I. ii. iii. Iv. Bill Printing & Distribution. Issuance of Duplicate Bills.
Error correction of Bills. Collection of defaulter amounts.

Bill Printing & Distribution the printing is basically carried out by regional billing computer
center at every regional headquarter. These printed bills are handed over to Post Office after
sorting & stapling by the Assistant Revenue Officer’s staff at Distt level. Issuance of Duplicate
Bills In case of missing or damaged bills received to customers the correction is also Revenue
department’s responsibility. For this purpose the revenue office deputes its staff for each Tehsil
level PTCL office during the bill payment dates normally from 18th to 30th of each month. Error
Correction of Bills In case of late payment or any other discrepancy due to missed collection by
banks the previous amount is also included in the new bill. The revenue office is responsible for
such kind of correction. Collection of Defaulter Amounts The amounts defaulted by the
customers or the bad debts are also collected through revenue department. Each Telecom
Recovery Inspector (TRI) is assigned a target of bad

51
sales and distribution department functions

A company’s revenue. Its functions deepened the sales department .it depends on how much
sales departments efficient. Its selling and customer satisfaction can lead to success and can also
damage it even can ruined it
Unfortunately PTCL does not have any way to train sales executives.
the sales department in which I remain although it have very hard working staff. have a good
manger Mr. KhaZer hayat malik .he is very hardworking and efficient .their subordinates are
also hardworking .but they are not being sported
I remain in sales department of will .I learn here about procedure O f PTC .work of sales
executives .how to prepare reports, in report their were daily counted sales from different
franchises and exchanges and from main retail outlets .complains were also received from these
and these were forwarded for solution t these reports of sales were prepared for news Sales of
PSTN.NTC,FWP,EVO etc work eng supervisor how to restore and new net activation
.frustration numbers received from franchises and exchanges even for customers Were
forwarded to head office and net connection requests were forwarded twin after that I leaned
about the franchise networking and procedure of franchise and after that I learn hoe the
franchises work and what compensation and agreement is done with them how distribution is
done during my internship I visited following franchises and main retain outlets of PTCL
 Ms communications
 Zia traders
 A.G communications
 Asif khan communications
 Paradisse communications
 Humza telecom
 Ddaynal communication
 Mehran traders
 Syed communications

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  Saqib telecom
 Khaaja farid telecom
 Shadan communication
 Nadeem communication
 City Mobile communications
 Bajco communications
 Iqbal electrons
 Modern communications
 Ahmed and company communications
 Gallery mobiles
 Link Communications’
 Indus communications
 Unique telecom
 Makah hardware
 Al ashraf telecom
 Four satar telecom
 Jalal communications
 Sahaban communicatins’pak mobiles
 Zoren communications
Total retail outlets of PTCL MTR are 145
These are main retain outlets which I visited during y internship ,some of these Franchises are
very hardworking
But for promotion and marketing sratatigies peoples re not aware about their products and
services PTCL should increase its promotional strategies to compete is competitors
And also should give good packages and biomasses’ to all employees all retain outlets and
franchises so that they will be able to perform in good way
One thing in PTCL promotion of employees IS very low process with respect to its competitors.
and this thing is discouraging PTCL.PTCL should promote its employees ,special marketing
strategies should be for products to cover competitors

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main Strength of sales department is it has hardworking employees .but weakness is that they
are not trained

OSS (once stop shop)

PTCL One Stop Shops (OSS) or Customer Service Centers (CSC) offering one window
operation, these One Stop Shops and Customer Service Centers are strategically located to ease
the reach of our valued customers. In all, 19 OSS and 71 CSCs operate in selected cities and
towns across Pakistan.
Our courteous and friendly staff is trained to handle customers from varying backgrounds and
different walks of lives.
Equipped with our latest products and services our OSS/CSCs have been designed to facilitate
customers and provide all the convenience under one roof.
The following services are available at One Stop Shops and Customer Service Centers

o Order Booking (Telephone, Broadband, Smart TV)

o Sales (Wireless Local Loop and EVO Wireless Broadband)
o Billing Services
o Information Services

Oss is in every big city and small cities are connected these like OSS Islamabad ,Rawalpindi,
Sialkot ,quota, pashwer ,Multan etc

OSS Multan

LMQ road Central Telephone exchange Dera

Adda Multan

IN OSS Multan I learned about whole BNCC procedure ,OSS staff is very friendly, Every

54
hardworking staff I am very thankful to sir salahudinn(revenue officer in OSS)they are very
hardworking they taught me all about BNNC, and allow me to work practically that is why now I
can work at any persons place

There are different sections for every employees in OSS for example different section for
peoples of DSL. different for complaint dealers and for new connection and for closing of old
connection, different section for EVO and different for billing and also there is availability of
cashier so that customer can pay bills to them and from them I learned about cashier work how
punching and denomination is done, every section person has its own id, and by entering id its
own account is opened I am very thankful to MS. amara (OSS manager) and sir ashraf Ali khilgi
(revenue in charge)

the section of PTCL there’re Mr. Nazeer and Mr. Jameel they deal with the

 new connection of DSL

 verification of student packages

 closing of DSL

 complaints of DSL

Second section is billing

 here all complaints of bills are solved

 wrong extra bills readjusted

 bill copies are also given

 installment facility is also available

55
  In the BNCC there are four consoles in billing section

Recovery console

Miscellaneous console

Enquiry console

Debit /credit
Recovery console

 recovery console consists of fowling sections

 bill payment
 corporate bills
 installment apply
 system bench print department
 bill adjustments

Miscellaneous console

Miscellaneous console consist of

 debit credit entry
 work flow task

Enquiry console

 enquiry console consist of

 list history calls
 DSL list history
 user roil enquiry
 pay enquiry
 debit credit entry
 order history
 discount history
 log history

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 inquiry
• general enquiry
4th section in OSS is for FWP,PSTN .and NTC connection, for new connection copy of persons
id card and application is required and order is taken on BNCC, for closing also id card last
Payed bill is required. Here employees are very friendly but here persons are working here while
is work of just one person
And also weak of cashier is punching and denomination
And last section is for EVO and they deal with the
 evo sale
 evo billing
 evo complaints

Peoples sitting in OSS Are not fully awarded about packages, every person I saw trying to move
away from customers. Except Mr. Salahudin and Mr. Zawar none of employee find suitable for
OSS dealing with peoples .one thing may be that employees are not trained .permanent
employees does not like contract peoples in spite of that they are their bosses
For DSL there were two persons while this work just need one person and to judge over
employment it is necessary to be one day in OSS. in front u will see just one person but without
one cashier every section contain two or three persons also employees are not trained to work at
the place of other employee in form of emergency because I worked as employee for two weeks
in OSS .and at that cashier was not available and none of person either was not allowed or were
not willing to accept bills and I with my billing department persons listen words of customers
one person when ask me about bill receiving I ask cashier is on leave he said my dear PTCL is
not such a small company u are making it so small there should be some other person for that ,I
think that there should be one person for every section and two persons all-rounder to perform
others functions .
Board of directors on special issues of the company and then it offers services in order to
accomplish the task. The human resources are the ultimate deciders provided by the Human
Resource Department. It not only gives advice, offers services but also control the policies of the
administration.

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FINANCIAL ANALYSIS

Financial analysis of any organization is very necessary for the evaluation and assessment of a
firm. The information derived from these types of analysis should be blended to determine the
overall financial position. This analysis includes ratio analysis, common size analysis and the
study of differences in components of financial statement. One of the primary objectives is
identification of major changes in trends, amounts and relationship and investigation of the
reasons underlying those changes.
In the financial analysis of P.T.C.L we will analyze some important information about the
company. As I did my internship in human resource management, but it has not an independent
organization so I have to analyze the P.T.C.L for the analysis purpose.
Current ratio
Current Ratio is an indicator to determine the short term debt paying ability or the liquidity of a
company. It tells us that how many current assets are available to pay for the current liabilities of
the company. Current ratio of the company in JUN 2010 is 1.51& this ratio in 2009 was 1.50 is
favorable for a company. The current ratios quite reasonable.
Quick ratio:
Quick ratio or the acid test ratio also performs the same task as is performed by current ratio but
with more sophistication. Quick ratio of the company is 1.37 up to jun31, 2010 while it was 1.36
in 2009 and 1.58 in 2007 its quick ratio is increasing. As P.T.C.L is a service organization
therefore the quick ratio is very good because there is no need of inventory as any manufacturing
organization needs.

Operating highlights

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Operating 2010 2009
Per tax margin(EBIT 25.68% 25.20%
margin)
Net margin 16.26 15.45

As operating margin of company increase from 2009.and this is reasonable

Performance
Performance 2010 2009
Debit turn over 5.46 4.91
Return on equity 9.33 9.28
Return on capital employed 7.40 7.20

Leverage
leverage 2010 2009
Debit: equity ratio 17:83 16:84
leverage 33.87 35.66
Time interest earned 36.42 16.43

Liquidity
liquidity 2010 2009
Current 1.51 1.50
quick 1.37 1.36

Valuation
2010 2009
EPS 1.82 1.79

BREAK UP VALUE PER 19.56 19.49

SHARE
DIVIDEND PAY IUT 96.03 83.60
RATIO.
PRICE EARNING RATIO 9.77 9.61
MARKET PRICE TO 0.91 0.88
BREAK UP VALUE
DIVIDEND PER SHARE 1.75 1.50

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DIVIDEND YIELD 9.83 8.70
DIVIDEND COVER 1.04 1.20
RATIO
MARKET VALUE PER 17.80 17.24
SHARE

60
61
PREVIOUS FINANCIAL RECORD IN GRAPHIC FORM

62
63
64
SUBSIDIARIES AND COMPETITORS

As already mentioned, presently PTCL has to face war with major competitors in mobile phone
& WLL telephony operators, however, there are also competitors of its following
subsidiaries/products: -
Multimedia & Broad Band (ISP Product)
There is about 100 competitors of product throughout the country to provide Internet service to
the customers. However, some of the major competitor ISP’s of product are Cyber net, World
online, Apollo, World Call, and Comsats WOL etc.
U-fone (Cellular service provider)
There are five competitors of Ufone in cellular phone industry i.e. Mobilink, Instaphone and C.M
Pak, Telenor, Waridtel.

65
PTCL Calling Cards (Product)
Hello Cards, Call Point Cards, Call Mate Cards, Global Telecom Cards.
Wireless Local Loop (V-Fone)
Go CDMA, Wateen Telecom & World Call are the Fixed Wireless Telephone competitors of V-
PTCL.
BRIEF INTRODUCTION OF SUBSIDIARIES

UFONE
Launched on January 29, 2001, Ufone is growing cellular operator in Pakistan. Ufone services
are offered to you by Pak Telecom mobile Ltd., which is a 100% owned independent subsidiary
of Pakistan Telecommunications Corporation Ltd.
U-fone has been a highly successful venture both in terms of subscriber uptake and coverage.
With fastest expanding coverage, unmatched product leadership, and consistent focus on
customers, Ufone has emerged to be the most prominent player & has 2nd largest customer base
in the market in the short span of its operations.

Current Situation of Ufone

Ufone has started Sales in all the major cities of Pakistan which include Karachi, Lahore,
Islamabad, Peshawar, Rawalpindi, Kohat, Jehlum, Quetta, Sialkot, Faisalabad, Multan, Sukkur,
Gujrat, & Gujranwala including 1500 other small towns across the country. New Connections
are available at all ufone centers and authorized dealers for just Rs. 50/ which includes Rs. 150/
of airtime. U-fone is in process of starting the sales of connections in a large number of other
destinations across Pakistan. This expansion will also result in increase of Ufone coverage in
many additional cities and highways. Total User Base of U-fone U-fone is currently enjoying
20.53% user of Pakistan mobile industry. It means U-fone has 17,800,424 subscribers.

Main Features Both postpaid and prepaid Ufone subscribers can enjoy any/ all Ufone services
including MMS, Ufone Internet, Global SMS, and Pocket Stocks etc. In order to use any of the
GPRS based services just call 333 and activate your GPRS subscription.

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Multi Media & Broad Band (Phone n Net)
Formerly Paknet Limited a fully owned Subsidiary of Pakistan Telecommunication Company
Limited (PTCL) is now merged in PTCL as Multimedia & Broad Band Region. It was formed in
March 1999 and started commercial operation in January 2000. It is now the biggest Internet
Service Provider of the Country. Besides Internet this region also provides data communication
services like Clear Channel data links, Frame Relay and Digital Circuits on Optical fiber cross
connect systems etc. PTCL was running its Internet Division through its region by the name of
Public Data Network (PDN). On December 1999 the PDN region was dissolved and all the
assets and Liabilities were transferred to Paknet Limited. Paknet made a fresh start with an
Internet customer base of 6000 as of January 2000 and successfully achieved the target of its first
year business plan of 50,000 Internet customers. Now it became Multi Media & Broad Band
Region which currently has a customer base of more than 130,218 (Mar31, 2008).
The Company commenced its business in January 2000 with a balance sheet size of over US $
7.0 million. Currently it has a revenue base of approximately US $ 5.0 million per annum and is
most likely to double in the next fiscal year keeping in view the market demand of Data products
and expansion plans of the PTCL. In near future PTCL is introducing a new IPTV service for its
valued customers.

COMPETITOR OF PTCL

There is no meager competitor of PTCL in landline but with the growth of telecommunication
industry of Pakistan competition increasing specially in mobile phone sector. In total there are
more than 800 million subscribers of mobile phone. There are 05 big players in mobile phone
industry but 4 of them are the competitor of PTCL: Mobilink Telenor Warid ZONG

Other players in Land Line industry:

Operator Customers
NTC 103,059
Brain Limited 7,376
World Call 11,347

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Union Communication 3,500
Naya Tel 13,500
Mobilink
Mobilink is a largest mobile phone company of Pakistan. Mobilink is currently having more than
31,958,597 users base which is the 36% of total cellular industry of Pakistan. Mobilink is
basically competing Ufone which is subsidiaries of PTCL.
Telenor
Telenor is another cell phone company it have 17,841,074 subscribers which is 20 % of total
mobile industry.
Warid Tel
Waridtel is also providing cell phone facilities in Pakistan. Waridtel having more than
15,114,678 subscribers which is 17% of Pakistan mobile industry.
ZONG
Zong is although new company and offering different packages and attracting more and more
customers and it can be future market leader

NEW COMPETITORS

Other than mobile & land line PTCL is facing competition in F.W.T (Fixed Wireless Telephone)
product market. Below are the major competitors.

Telecard World Call

This has added competition for PTCL In WLL (Wireless local Loop) field.

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SWOT ANALYSIS

Now we move towards the most important part of the internship report the SWOT analysis after
working 6weeks in the company I find some critical issues about PTCL. After carefully
analyzing these true issues of an organization now I am able to understand the organization in
right way so at the end of my report I will go for SWOT analysis of PTCL.

STRENGTH

These are the few basic strengths of the PTCL

 Government support
 PTCL enjoy monopoly
 State of the Art International Gateway Exchanges & Satellite Earth Stations
 large earnings
 good quality international connectivity
 Customer Base of over 4 million

 Exponential growth.

 Skilled Human Resource at low-cost.

 Access to Infrastructure – optical network and satellite links.

 Favorable policies (to some extent) and regulator.

 Strong international brand names

Now we look each one in isolation. PTCL Enjoy Monopoly PTCL is sole provider of land line
services in Pakistan .so there is no competition regarding their basic service. it means that there
is a monopoly of PTCL. International Submarine Cables High Capacity National Fiber Optic
Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of
Country Network Strong Platforms & Exchanges for Value added Services Access Network &

69
Customer Base of over 04 millions
State Of The Art International Gateway Exchanges & Satellite Earth Stations PTCL have largest
net work with its state of art technology and new digital exchanges. These are the few important
characteristics of PTCL network. International Submarine Cables High Capacity National Fiber
Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99%
Digitization of Country Network Strong Platforms & Exchanges for Value added Services

Large Earnings As described earlier that PTCL with more than 4 million users having greet
revenues this is another strength of the company Government support As you know PTCL is
government organization so it has great support and it is strength for PTCL.

WEAKNESS

 Image – Government organization

 Lack of customer focus
 Outdated people and technology (perception)
 Lack of aggressive marketing
 Lack of customer services
 Ambiguous management style
 Lack of corporate culture
 Social responsibility
 lack of management
 over employment

 Quality of Service.

 Low revenue per user (ARPU).

 Customer retention.

 No clear strategic direction.

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  Poor organizational structure.

 No research and development programs.

 Employee skill inconsistency.

 Very low employee morale.

OPPORTUNITY

 Growth in telecommunication industry

 More aware and technology understanding consumer – a base that is growing at a fast
rate
 Market open for more number of products – less dependence on single category or
product
 Opportunity to introduce High Value Added Products / High margin products for the
new, more aware consumer

 Time to establish brand loyalty, Pre-empt competitors, co-opt partners, invest in

technology and networks

 Huge market size.

 Local handset manufacturing.

 Making technology accessible to all (e.g. broadband).

 Adopt latest technologies.

 Removal of international trade barriers.

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THREATS
.

 strong competitors growth like mobiink.zong ,wrid,telenor.

 Internet Telephony & other rapidly evolving technologies.
 Expected competition due to the deregulation in December 2003.
 New technologies.
 Efficient operators.
 International players, reduction in settlement rates.
 Migration to satellite and cellular telephony.
 Recession economy.

 Inconsistent decisions from regulatory authorities.

 Political Instability, Security issues.

 Adverse shifts in trade policies of government.

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RECOMMENDATIONS

The sales and marketing department should trained train staff so that they will be able to sale
product in best way, there should be training of employees to increase their conversation skills so
that they will be able to satisfy customers and retails outlet owners in best way. Also if sales
department employees visit some area they should be given all facilities and also bonuses on
their good performance, so that their efficiency should increase and this will increase company
profit.
In marketing department there are 20 persons and they do not know what to do?????????? every
person is in confusion, with a van which is I think 30 years old 5 persons are ordered to go to
market in chokes for stalls and these are given banners ,tariffs and just NTC order form, when in
first day I go with them peoples were asking about products what is EVO? What are FWP? and
there was nothing for us physically to show EVO , FWP and also some person come to purchase
products like EVO then I requested them that at least one EVO one FWP you should have .and
second day they received these things and third day remain in confusion where we should sales
this EVO. Even this was decided that one day this person will keep EVO and second day this
.what is this? this is showing that they are not sincere with department ,organizatinon,5 persons
company is bearing I think minimum 50000 per day and there output is just one NTC and two
broad band????? I think PTCL should improve it first Thing it should recruit sincere and
hardworking employees. Young people should be recruited. And should teach them about their
responsibility. Also there should be some checking system .none of days I find Mr. Farooq
marketing manager checking subordinates, they were busy to visit G.M office or sales and OSS
departments or on sitting in their office .there is need to restructure marketing department. Want
to mention at that day only three persons may be deputed in HR department. Refreshing courses
should be there .The promotional criteria by the Human Resource Department should be defined
and be as per rules. More training centers should be established. If there is lack of resources, it is

73
difficult, the training centers of the other organizations in the same capacity can be utilized by
determining the terms and conditions. During the training by Human Resource Department the
ethical values should be more emphasized. The proper and competitive evaluation of the
methods and procedures adopted by other competitors will enhance the performance of Human
Resource Department. This is the era of Information Technology. The functions and procedures
of the company should be converted from manual to the automatic. It will enhance the
performance & accuracy of the Human Resource Department and ultimately of the company.
Human Resource Department should allocate resources for this purpose. 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.

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.

Conclusion

There is over recruitment in PTCL and also slow process of promotion .number of problems in
billing procedure, especially PTCL should have an active team to send bills to customers and
then bill should be correct. Although PTCL is still enjoying monopoly and have sport of got it
can prove himself best telecom company in Pakistan.
PTCL needs innovative service offerings ² currently it doesn’t have even offer bundles or a
single bill. Has been unclear about its IPTV and WiMAX plan and strategy (trials are in
progress) Overall PTCL still behaves as a monopoly.
PTCL does not have chances to change its attitude. At a minimum, avoiding billing errors and
providing competent and courteous service to its customers is essential if PTCL wants to show
that it is transforming itself to a competitive company which cares for its customers. It is said
that the best assets of a company go home to their family in the evening. Can the culture of
PTCL be changed to a performance and service based organization? According to the latest
directors report from PTCL the ³organization is being revamped´. Only time can tell the impact.
PTCL should improve its promotional strategy especially in media at channels so that it could
compete competitors also right person should be at right palace, in PTCL
PTCL should develop a good team for EVO .also there should be a good advertising campaign
for EVO.PTCL have towers of 450 MGA . which are causing signal problems for customers in
small cities, there should be 1900 MGH tower in small cities like large cities.
PTCL should build OSS in every city so that their products and services could be easily
available for customers. for building long term relationships with customers PTCL should have a
good staff in OSS.
Right person should be at right time and right palace .the persons conducting road shows should
be properly addressed ,all old staff should be trained according to needs of eta .I founding new
employees hardworking and efficient ,but old employees were not efficient but they t were

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satisfied that they are permanent, also old and permanent subordinates were against their bosses.
Sales persons are not being given bonuses and are not satisfied from their reward
PTCL still have a good future. It should train its employees according to needs of market. and
also should advertise its products and should have a good advertising campai

PTCL glossary

FWP.............Fixed wireless fone

CSR.........Customer service representative
BNCC.... billing and customer care system
WLL....warless local Loop
SMS....Short message service
CNIC..........Computerized national identity card
CDR...........Call data record
MSC...............MOBLE SWITICHING CENTER
WIN........WIRLESS intelligent network
MDN...Main directory number
NTC..........New telephone connection
PSTN...Public switching telephone network
HLR.........Home location register

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