Monday 13 August 2012
Thursday 19 July 2012
PTCL internship Report
ACKNOWLEDGEMENT:
First of all, I would say thanks to my Almighty Allah who has given me the strength to complete the project. This report has been written on the Pakistan Telecommunication Limited (PTCL) which is the largest telecom company in Pakistan. PTCL is the Pakistan’s most reliable and largest coverage services carrier which provides all the telecommunication services to the public. Whether it is an office in a largest city or home in a small village, PTCL is present in every corner of Pakistan to serve its valued customers.
The report focuses on the Sales & Distribution Channels of the PTCL, Regional Office, and Peshawar. The main aim of internship report was to review Marketing Strategies, Sales & Distribution Channels.
I would like to thanks to all those people who have helped me in making this report. I am thankful for their kind co-operation to the completion of my project work. Last but not least I wish to avail myself of this opportunity, express a sense of gratitude and love to my friends and my beloved parents for their manual support, strength, and help and for everything.
· Mr. Akhtar Hayat ( Senior Manager Consumer NTR-1)
· Mr. Manzoor Ali (Assisstant Manager Consumer NTR-1)
· Mr. Mohammad afzal, Asst. Manager Sales NTR-I
· Miss. Gulara Rahim, AM Indirect Sales NTR-I
I sincerely thanks to my supervisor Mr. Adnan Khan who has helped me in this regard and encouraged me to carry out this project.
The internship at the Sales department of the PTCL was very helpful as because of it I have gained my knowledge and experience regarding the Marketing functions and policies and also it will support me in my job career. I would like to say that it will be one of my best experiences that would remain with me and help me in the coming life which offer many challenges.
EXECUTIVE SUMMARY
Internship is the necessary part of BBA degree Program. I have done my internship with the Sales department of Pakistan Telecommunication Limited Regional Office Peshawar. This internship report contains all the information about my work experience with the PTCL. Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan’s most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data, internet, video-conferencing and carrier services to consumers and businesses all over the country. PTCL Regional Office Peshawar controls all the Exchanges & Franchises in NTR-1 & NTR-11.
The Sales department of the PTCL has established and the most valuable department of the PTCL. The main purpose of the report was to review the Marketing techniques, systems and procedures adopted by the organization. It was also the aim of the report to analyze the strengths, weaknesses, opportunities and threats of the Sales department. I spent good time in learning and had good time in learning the organization’s culture, its working environment and the way they work.
During my internship, I analyzed that there are some problems in the training department of the Sales & Marketing. Training is one of the most profitable investments an organization can make. Training can helps in optimizing the utilization of Marketing that further helps the employee to achieve the organizational goals as well as their individual goals. I have given some suggestions and recommendations for the training department which can make efficient training for the employees.
I strongly recommend that Training department should adopt the proper evaluation system for evaluating the training process. In this way, training must be checked and will provide an effective training that can help the employees in their job performance.
TABLE OF CONTENTS:
2.2.1. PAKISTAN POST & TELEGRAPH (P&T):
2.2.2 PAKISTAN TELECOMM CORPORATION (PTC)
2.2.3. PAKISTAN TELECOMM COMPANY LTD….................
2.2.4. NEW OWNING COMPANY OF PTCL:
2.6 CURRENT SITUATION OF PTCL:
2.9.1 BUSINESS & CORPORATE USERS:
2.9.2 OTHER BUSINESS SPECIFIC SERVICES INCLUDE:
2.9.3 NATIONWIDE INFRASTRUCTURE:
2.9.4 NATIONAL LONG-HAUL CORE NETWORK:
3.0 ANALYSIS OF SALES ACTIVITES
3.1 COMPOSITION OF HR COMMITTEE:
3.1.3. FUNCTIONS OF SALES/MARKETING DEPT:
3.2 THE HIEARCHY OF SALES/MARKETING DEPT:
3.3 ROLES PERFORMED BY SALES/MARKETING:
3.4 THE FUNCTIONS OF SALES/MARKETING:
3.5 PROMOTION…..………………………………………………..… 33
3.6 MEDIA:……………...……………………………………………...33
3.7 TELEVISION:………..…………………………..…………………33
3.8 INTERNET:………………..…….………....……………………….33
3.9 NEWS PAPER:…….………………………………….……………33
CHAPTER FOUR………………………………………………………………...34
4.0 ACTIVATION PROCESS……………………..……..……………..34
4.1 HLR DATA………………………………….………………..34
4.2 PTCL DATA LIST CONTAIN………………...…...……… .35
4.3 ON JOB TRAINING…………………………………………………36
4.4 REFRESHING COURSE………………………….………………….36
4.5 PROMOTIONAL TRAINING………………………..………………37
4.6 MEETING SEMINARS AND WORKSHOPS ………….…..……….38
4.7 MEMBERSHIPS…………….……………………………….……….38
4.8 INTERNATIONLA TELECOM UNION (ITU)……………..………38
4.9 ASIA PACIFIC TELECOM………………………………….……….39
ASIA PACIFIC TELECOM………………………………….………40
4.10 MARKETING ADMIN ……….……….……………………...41
4.11 PROMOTION:………………………………………………...41
4.12 RESOURCE DEPLOYMENT:………......……..……………42
4.13 ACCOUNTABILITY:……………………………..…………42
4.14 SUBSIDIARIES OF PTCL:…………………………...…….43
4.14.1 UFONE :…………………………….…………………...….43
4.14.2 VFONE:……………………………………………………...43
4.14.3 PHONE NET………………………....………..…………….44
4.14.4 SERVICES OFFERED BY PTCL…………………………..44
SERVICES OFFERED BY PTCL…………………………..45
4.14.5 VMS………………………………………………………….46
4.14.6 CORPORATE SERVICES………………………………….47
4.14.7 TOLL FREE 0800……………………………………………47
4.14.8 PREMMIUM RATE SERVICES 0900…………….………..47
4.14.9 VIRTUAL PRIVATE NETWORK VPN……………………47
4.14.10 AUDIO CONFERENCE SERVICES…………...…………48
4.14.11 UNIVERSAL ACCESS NUMBER (UAN)………………..48
4.14.12 UNIVERSAL INTERNET NUMBER (UIN)………………49
4.14.13 PTCL BROADBAND (DSL)……………………………….49
CHAPTER FIVE…………………………………………….……………...50
SWOT ANALYSIS………………………………….……………………..50
5.1 STRENGTH…………………………………………….………50
5.2 WEAKNESSES………………………………….………..…….51
5.3 OPPURTUNITIES………………………………………………52
5.4 THREATS……………………………………………...……….53
6.0. RECOMMENDATIONS……………...……………………54
6.1 IMPLEMENTATION PLAN FOR THE RECOMMENDATIONS:………………………….……54,55,56,57
NUMBER OF PERSONS INTERVIEWED:……………..………58
BIBLIOGRAPH……………………………………………………59
CHAPTER ONE:
1.0 INTRODUCTION OF REPORT
1.1 BACKGROUND OF STUDY:
Training is the organized activity aimed at communicates information to improve the employee’s performance or to help him or her attain a required level of knowledge and skill. Training helps in optimizing the utilization of Sales & Marketing that further helps the employee to achieve the organizational goals as well as their individual goals. It helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization. Training is most important part of the any organization because it helps the organization to achieve its tasks by training their employees according to the new challenges of world.
1.2 PURPOSE OF STUDY:
The purpose of the internship report is to study the PTCL from the Marketing perspective and also review the procedures and systems adopted by the PTCL’s Sales department and also find out the strengths, weaknesses, opportunities and threats. On this analysis, I have given some recommendations and action steps which can help the organization to uplift the organization’s success.
1.3 SCOPE OF STUDY:
As there was a little time for me to study Sales/Marketing systems and policies and their work environment of the Sales departments, but this report mostly focus on the training and its functions and policies and also its weaknesses. I have given my suggestions and recommendations in order to remove the problems or obstacles from the training department. The SWOT analysis focuses on the whole department of Sales & Marketing.
1.4: METHODOLOGY OF RESEARCH:
There was a need of collecting the data regarding my topic and also for the Sales activities of the PTCL. For this purpose, I have collected the data by taking interviews from the senior managers and Assistant managers of all the Sales sections. History of the PTCL is taken from the website of PTCL and also from the Annual Report of the PTCL. The senior manager (SM) and Assistant manager of the training department provided a guidelines and information for my research topic.
1.5 scheme of report:
This report contains five chapters which are having sub sections:
Chapter one is about the introduction of report. This chapter is having four sections that are background, purpose, scope and methodology of the study. This chapter focuses on the background study that contains details of topic of the study.
Chapter two focus on review of the literature of the study and also review of the organization. There are sub sections in this chapter which are having information about the organization and the topic of my report. The literature review of the study describes the importance of training and its effectiveness, while the literature review of organization focuses on the brief history of PTCL and its current situation. Also I have mentioned the structure and the services of PTCL.
Chapter three is about analysis of the Sales & Marketing activities. This chapter is having sections regarding the Marketing structure and describes all the Sales departments of the Marketing. In short, this chapter focuses on the Sales activities of the PTCL in detail.
Chapter four focuses on the strengths, weaknesses, opportunities and threats of the Marketing departments of PTCL. This is done according to my personal analysis and judgment.
Chapter five focuses on the recommendations, in which I have given for the improvement of training. I have given some implementation plans for my suggestions so that the PTCL can get benefit from my suggestions and improve the training’s effectiveness.
CHAPTER 2:
REVIEW
2.1 LITERATURE REVIEW:
Pakistan Telecommunication Company Limited (PTCL) is the largest telecommunication company in Pakistan. Over the years, technology has changed the concepts of communication and what was thought to be a fictional only a decade ago, has actually made its way through to our lives. The telecom sector of the world finds itself as a crossroads after changing itself almost beyond the recognition over the last 25 years. Privatisation and competition are so high that majority of countries have adopted the new policies to advance their telecom sector. Currently, telecom sector is regarded as a sector where local and foreign investment rate has been highest. During last two years, higher growth of this sector has placed the way for a profitable business for investors and convenience for consumers.
PTCL is the sole land line service provider of Pakistan. PTCL is the giant of Pakistan Telecommunication Industry and enjoying the monopoly. It is the backbone of the telecom industry of Pakistan. This part of the report contains a brief introduction of PTCL. [1]
Training has traditionally been defined as the process by which individuals change their skills, knowledge, attitudes, and/or behaviour (Robbins and De Cenzo, 1998)[2]. In this context, training involves designing and supporting learning activities that result in a desired level of performance. In contrast, training focuses more on current job duties or responsibilities, development points to future job responsibilities. However, sometimes these terms have been used interchangeably or have been denoted by the single term performance consulting, Which emphasizes either the product of training and development or how individuals perform as a result of what they have learned (Robinson and Robinson, 1995)[3]
Training and development are defined as “The heart of a continuous effort designed to improve employee competency and organizational performance.” Training is planned to give trainees information and skills, they need for their job, while development involves learning that goes beyond the knowledge needed just for current job. It is more long-term focused as it enables employees to keep up with the organization and its changes and growth.
Training maybe defined as any procedure initiated by an organization to foster learning among organizational members (Nankervis, Compton and Baird). In simple terms, training and development refers to the imparting of specific skills, abilities and knowledge to an employee. A formal definition of training is:
“It is any attempt to improve current or future employee performance by increasing an employee’s ability to perform through learning, usually by changing the employee’s attitude or increasing his or her skills and knowledge”. The need for training & development is determined by the employee’s performance deficiency. Throughout the centuries societies have changed, have become more complex. The kinds of work to be done, the skills needed, and the tools used to do the work have also changed. In order to manage these changes in the complexity, volume, and content of work, job training also evolved. "As man invented tools, weapons, clothing, shelter, and language, the need for training became an essential ingredient in the march of civilization" (Steinmetz, 1976, p. 1-3).[4]
With the passage of time, different ways of training are developed to be more effective and efficient. Companies have different approach to training and development. Some companies tent to minimise the training of its employees as they see it as an unnecessary budgeted cost. On the other hand, there are companies, which see training of employees more as a strategic investment and a very important attribute, which may increase employee’s productivity and reduce human error; such companies can be called learning organizations (R. Wayne Mondy, Robert M. Noe, Shane R. Premeaux, 2002). [5]
“There is nothing training cannot do. Nothing is above its reach. It can turn bad morals to good; it can destroy bad principles and recreate good ones; it can lift men to angel ship”. The bottom line for any company is how efficient the workforce is at producing a quality product. Each and every company, which desires to stay ahead of its competition, will engage in training and team building efforts for their employees.
The use of technology for training purposes has also been identified as a trend and best practice within the training arena. Adding a dimension of personal experience to the discussion of technologically based training, the researcher personally knows several individuals who have earned various college degrees, ranging from Bachelor's to Master's, by "attending" an online university's "virtual campus"."(Colteryahn,).[6]
According to Dr Breeze, 2004 good training is the beginning, not the end. Many new employees come equipped with most of the knowledge and skills to start work. Others may require extensive training and development before getting ready to make much of a contribution to the organization. A majority, however, will at one time or another require some type of training or development activity in order to maintain an effective level of job performance.
Although the impact of training can be measured in terms of individual learning and performance, another way to determine its impact is in relation to organizational growth, development, or effectiveness. As organizations have changed in recent times, there has emerged a need to study the critical elements that make organizations prosper and relate these to training and development. It is common today to view organizations in a dynamic sense, noting that they are constantly changing, renewing themselves, and in need of being reflective of current business practices. One current prospective is to view an organization as a "learning culture," reflecting its need to be constantly involved with learning how to become better and to provide significant training opportunities for employees (Senge, 1990). [7]
As work changed, training changed to support that work. The changes in training methods appear to have been caused by changes in the kind of work being done. These changes in work involved the kind of goods produced (concrete or abstract), the kind of skills the job required (unskilled, semiskilled, or skilled), and the size of the demand for the goods. The changes in work were caused by war, by advances in technology, or by other changes in societies.
Those in charge of workers are always looking for ways to speed up training, ways to make it more economical, efficient and effective, ways to minimize the need for it. Just as many scientific discoveries can be used constructively or destructively, so new methods of training can be helpful or destructive. Frederick Taylor's Scientific Management concept and the Gilbreths' time and motion studies helped simplify and speed up work, but they also dehumanized the workplace and the worker by doing. Workers, for Taylor, were simply parts of a mechanical process. Like tools and machines, they could be replaced when they wore out. His goal was to reduce the skill needs of workers to as close to zero as possible and, thereby, eliminate drains on productivity like the need to train workers or retain them when they began to ask for higher wages (Westgaard, 1993)[8]
A major shift in emphasis from the 1960s to the early 1990s was the move toward a cognitive perspective on learning. Applied psychologists began to suggest ways to apply cognitive and instructional psychology principles and concepts. This movement holds promise for improving understanding of how to structure learning environments, what it means to learn training, and how learning in training transfers to the job. (kraiger)[9]
Organizational training focuses on individual change in knowledge, behavioural skills, attitudes and other characteristics. Training is the formal procedures which a company uses to facilitate employees learning so that their resultant behaviour contributes to the attainment of company’s goals and objectives.
2.2 BRIEF HISTORY OF PTCL:
The history of telecommunication in sub-continent is as old as our history of slavery. In the subcontinent before independence, this department was under Indian Post & Telegraph Department and developed a successful history.
2.2.1. Pakistan Post & Telegraph (P&T):
At the time of independence in 1947, the postal and telecommunication services were performed by a single department known as Pakistan Post & Telegraph. This department started its telephone services with only 12346 telephone lines and seven telegraph offices all over in Pakistan. Pakistan Telecommunication Company has established in 1947 with the Posts and Telegraph Department. All the telephone systems at that time were manual. The department continued its business up to 1962. The first step toward reforms in the telecommunication sector was made in 1962 when the Ayub Khan’s government decided to split up the P&T department into two separate departments Pakistan Post and Pakistan Telephone & Telegraph (PT&T) under the presidential ordinance. The PT&T was in fact a civil service department under the ministerial control. The decision making power was concentrated with the post of Director General, but the responsibilities were delegated to General Managers and Chief Engineers. General Managers used to give directly report to the Director General. The centralized structure of PT&T caused inefficiency in operations and long delay in implementing decisions.[10]
2.2.2 Pakistan Telecommunication Corporation (PTC)
The decade of 1990’s brought about many changes in the economic structure of Pakistan. The government of Pakistan pursued the deregulation and liberalization policy in the production and service industry. The major change in this regard was privatization and deregulation of many of the departments of government of Pakistan. The objective was to reduce the burden of the government, minimization of the bureaucratic influence and improvement of the efficiency of these departments.
A major breakthrough in the history of telecommunication in the country occurred with the gradual deregulation and privatization of T&T. At the first stage, Pakistan Telephone & Telegraph Department (PT&T) was converted into Statuary Corporation that was Pakistan Telecommunication Corporation. On December 15, 1990 the PT&T department was transformed into Pakistan Telecommunication Corporation with a legal identity; separate from the Government. This change in the status introduced by the Government of Pakistan enabled PTC to move from administrative to contractual relationship with its customers. It provided the opportunity for the development of telecommunication facilities to an extraordinary level and also for an increased customer satisfaction.
Working under the PTC Act No XVIII of 1991, the corporation was responsible for establishment, maintenance of corporation of telecommunication services (Telephone, Telegraph, Telex, and Tele fax and data transmission) with in the country and establishment of international link with all member countries of ITU (international Telecommunication Union).[11]
2.2.3. Pakistan Telecommunication Company Limited:
Pakistan Telecommunication Corporation (PTC) was established in December 1990 to take over operations and functions from the Pakistan Telephone and Telegraph Department. Its operations were governed by the Pakistan Telecommunication Corporation Act 1991. At the same time the Government of Pakistan began to introduce private participation in the sector and licenses were awarded for cellular, card-operated payphones, paging phones in the country.
In 1991, Government of Pakistan first announced its intention to privatize PTC. In 1994, the Government of Pakistan decided to test the domestic and international capital markets for PTCL. Consequently, in the third quarter of 1994, the Government of Pakistan issued six million 'Vouchers' exchangeable into 600 million shares (with a per value of Rs. 10 per share) of the future PTCL in two separate placements. Later on these vouchers were converted into PTCL shares in mid 1996. Following such conversion the Government of Pakistan owned (88%) and 12% by private investors. Telecommunication has formed as an independent organization and listed on all stock exchanges in Pakistan. PTCL has been working continuously to meet the dual challenge of telecom development and socio-economic uplift of the country. It can be seen in progressive measures as the establishment of company’s mobile and internet subsidiaries (Ufone and Paknet) in 1998. [12]
2.2.4. New Owning Company of PTCL:
ETISALAT was founded on 30th August 1976. ETISALAT provides telecommunication services to the United Arab Emirates, and is one of the leading service providers in the Middle East. ETISALT is embracing new technologies, new philosophies and new ways of doing business. Their new corporate identity is a mechanism for this change. ETISALAT deals in voice communication, wireless communication and data communication. ETISALAT was one of the first to introduce mobile telephones in the Middle East in 1982 and launched the GSM Service in September 1994. The staff of ETISALAT has aimed at utilizing the expertise the skills of PTCL employees in a proper way. Emirates Telecommunications Corporation (ETISALAT) was the highest bidder for the acquisition of a 26 percent stakes in Pakistan telecommunication limited (PTCL). This latest reflects the determination of ETISALT to strengthen its position as the leading telecommunication in the region.
The acquisition of 26 per cent of PTCL provides ETISALAT international access to the management of the company and pool of experienced professionals. PTCL is in the process of enhancing organizational and business proficiency through vertical and horizontal diversification which will lead to the effective and efficient achievement of the company’s objectives. [13]
2.3 VISION OF PTCL:
To be leading information and communication Technology Service Provider in the region by achieving customer satisfaction and maximising shareholders’ value. The future is unfolding around us. In times to come, we will be the link that allows global communication. We are starving towards mobilizing the world for the future. By becoming partners in innovation, we are ready to shape a future that offers telecom services that bring us closer.
2.4 Mission OF PTCL:
To achieve our vision by having:
· An organizational environment that fosters professionalism, motivation and quality
· An environment that is cost effective and quality conscious
· Services that are based on the most optimum technology
· “Quality” and “Time” conscious customer service
· Sustained growth in earnings and profitability
2.5 Core Values
· Professional Integrity
· Customer Satisfaction
· Teamwork[14]
2.6 CURRENT SITUATION OF PTCL:
Now PTCL is under the administrative control of Ministry of Telecommunications and Information Technology Government of Pakistan. After having a brief introduction from past end of PTCL, here is the current situation of the company:
2.7 STRUCTURE OF PTCL:
An organizational structure clarifies the role of person of an organization and to determine who has to do what task, which is responsible for what, objectives to be achieved, who is to report to whom and to remove the obstacles for performance caused by confusion and uncertainty of job assignment as well as to make easy decision making and communication networks reflecting and supporting organization objectives.
The head of Pakistan Telecommunication Company limited is called “President”. Then there are SEVPs (Senior Executive Vice Presidents) i.e. SEVP Finance, SEVP human resource, SEVP (Marketing and business Development). Then there is a chain of Executive Vice President (EVPs) like
· EVP (Finance)
· EVP (HR Central)
· EVP (Marketing)
· EVP (Operations)
· EVP (Information Technology)
· EVP (Revenue)
All these are appointed at the Pakistan telecommunication company; Headquarters at G-8/4, Islamabad. Apart from these EVP, there are also EVP (HR and Operations) who are heads of other regions of PTCL in major cities of Pakistan. Then there are Chief engineers and General Managers, Account Officers, Assistant Account Officers, Financial Analysts, Marketing Managers, Computer Programmers and IT Specialists. Etc.
There are also Regional Heads (General Managers) to head PTCL Regions. Then there are:
· Senior Managers(Operations),
· Senior Engineers (Operations).
· Senior Manager (Finance)
The Marketing Department is responsible for the development of new policies and objectives to satisfy the customers and the fast moving change of Telecommunication technology bring drastic competition in the communication era.
There are also senior managers Finance, Account Officers, and Accountants to handle the Regional account and Billing matters. Manager HR and his staff are responsible to take care of Personal affairs at the Regional level. In non gazetted staff, there are Engineering Supervisors Operations/ switching /Power plant / Optical Fibre System / M.W Media /
· Account Assistants
· Stenographers
· Assistants
· Key punch operator
· Telecom technicians
· Upper division clerks
· Lower division clerks
· Line man
· Wire men
· Drivers
· Exchange cleaners
· Naib qasids
· Peons
All the staffs are recruited by the HR department headed by SEVP HR.
2.8 MAIN OFFICES:
The head office of Pakistan Telecommunication Company Limited is situated in Sector G-8/4, Islamabad, which is headed by the “President”. Besides, it has Regional Headquarters like:
· Islamabad Telecom Region
· Rawalpindi Telecom Region
· Hazara Telecom Region Abbotabad
· Northern Telecom Region Abbotabad
· Lahore Telecom Region (South)
· Lahore Telecom Region ( North)
· Multan Telecom Region
· Faisalabad Telecom Region
· Southern Telecom Region-1 Hyderabad
· Southern Telecom Region-2 karachi
· Southern Telecom Region –V Sukkar
· Western Telecom Region Quetta
· Switching Network Central Region Lahore.
These regions provide Telecommunications services to the customers in their respective areas. Apart from these, PTCL has an Optical Fibre Construction Region Lahore and Optic Fibre System Islamabad, each headed by a General Manager to install, operate and look after optic fibre systems/ cables.
2.9 COMPANY PROFILE:[15]
PTCL is all set to redefine the established boundaries of the telecommunication market and is shifting the productivity frontier to new heights. Today, for millions of people, PTCL demand instant access to new products and ideas. More importantly PTCL want them for their better living standards with increased values in this ever-shrinking globe of PTCL. PTCL is setting free the spirit of innovation.
PTCL is going to be the first choice in the future as well, just as it has been over the past six decades.
2.9.1 Business & Corporate Users:
For clear communication, the first choice of business circles is PTCL telephone for local, nationwide and international calling. Today businesses can have 10-100 lines with modern day services to meet their needs. Now PTCL has the options like Caller-ID, call-Forwarding, Call waiting, Call barring, to name a few.
2.9.2 Other business specific services include:
0800-Toll free number, 0900-Preminum rate services, VPN- Virtual Private Network, Audio Conference Service, Digital Cross Connect (DXX), ISDN (Policy), Tele plus (ISDN/BRI), Digital Phone Facilities/ Modification Charges, UAN, UIN.
2.9.3 Nationwide Infrastructure:
PTCL has the largest Copper infrastructure spread over every city, town and village of Pakistan with over million installed lines.
The network has over 6 million PSTN lines installed across Pakistan with more than 3 million working. Furthermore installed capacity of broadband is more than 0.6 million ports spread across 414 cities and town of the country
2.9.4 National Long-haul Core Network:
PTCL has over 10,400 km fully redundant, fibre optics DWDM backbone network. It connects over 840 cities and towns with 270G bandwidth.
2.9.5 Carriers Services:
As carriers-carrier, PTCL provide the core infrastructure services to the cellular, LDIs, Local Loop operators, ISPs, Call Centres and payphone operators. PTCL provide all carrier services, right from inter-connects and tele housing to DPLC and IPLC connectivity. PTCL interconnect services are provided from 3200 exchange locations that connect carriers networks domestically, in addition to providing IPLC bandwidths to connect internationally through four international gateways and SEA-ME-WE3 and SEA-ME-WE4 international submarine, also IMWE submarine cable will be added by the end of the year. Furthermore to provide connectivity to operators in the extreme remote areas of the country, PTCL launched its state of the art satellite service (Skylink).PTCL satellite service (Sky link) is provided using the Intelsat Satellite System, an undisputed leader in satellite communication.
2. 10 BOARD OF DIRECTORS:[16]
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| Mr. Naguibullah Malik Chairman PTCL Board Secretary IT & Telecom Division, Ministry of Information Technology |
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| Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani Chairman & Chief Executive Officer, |
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Mr. Salman Siddique Secretary (Finance), Ministry of Finance Government of Pakistan, |
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| Mr. Abdulaziz Ahmed Saleh Ahmed Al Sawaleh Chief Human Resources Officer |
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| Mr. Mushtaq Ahmad Bhatti Member Telecom |
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| Mr. Fadhil Mohamed Erhama Al Ansari Executive Vice President Engineering |
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| Mr. Khursheed Ahmed Junejo Ambassador, Embassy of Pakistan |
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| Mr. Abdulaziz Hamad Omran Taryam General Manager, Northern Emirates |
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| Dr. Ahmed Al Jarwan General Manager |
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| Ms. Farah Qamar Company Secretary PTCL PTCL Headquarterss, |
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2.11 SERVICES OF PTCL: [17]
Pakistan Telecommunication Company limited not only provides Conventional telephone facilities, it also offers optical fibre services to the private sector. There are the product lines that are being offered by the PTCL. Basically services of PTCL are divided into two parts:
1. Services for Customers
2. Services for corporate Customers
1. SERVICES FOR CUSTOMERS:
These services are basically for the common users (individual/ home users) those use telephone in their home/ work place and they are basically non business users.
· New Telephone Connections
· Value Added Services
· Vfone Conncetion
· Evo Broadband
· Prepaid Calling Cards
· E- bill payment
· Digital Facilities
· Prepayment telephony services
2. SERVICES FOR THE CORPORATE CUSTOMERS:
PTCL offers a host of unmatched services to suit the needs of corporate customers. The list of the corporate services is given as under:
· Universal Access Number
· Voice Messaging Service
· PTCL messaging Plus
· Co- location Centres
· Universal Internet Number
· Virtual Private Network
CHAPTER THREE:
3.0 ANALYSIS OF SALES ACTIVITES
Sales & Marketing plays very important role in every organization. Sales & Marketing is the name of the function within an organization charged with the overall responsibility for implementing strategies and policies relating to the management of individuals. Sales & Marketing seeks to achieve this by aligning the supply of skilled and qualified individuals and the capabilities of the current workforce, with the organizations ongoing and future business plans and requirements to maximize return on investment and secure future survival and success. The Sales department of the PTCL operates a facilitative relationship to other departments in the organization. It has been created in the first place to take advantage of specialized talent and knowledge.
3.1 COMPOSITION OF SALES COMMITTEE:
There is the Sales committee at PTCL Regional office Peshawar. This makes policies for the Sales which comprised of following members:
3.1.1 CHAIRMAN
Mr. Abdul Aziz Al Sawaleh (Chief HRO Etisalat UAE)
3.1.2 MEMBERS:
· Mr. Abdulrahim A.Al Nooryani
· Mr. Noor ud din Baqai
· Mr. Fadi Al Ansari
· Mr. Walid Irshad (president & CEO)
· Mr. Ismail Salih Talha (SEVP HR & A)
3.1.3. FUNCTIONS OF SALES/MARKETING DEPARTMENT:
The main functions of the Sales/Marketing department are:
· Review and recommend development and maintenance of long term Sales Policies
· Effective research development program
· Appropriate incentives and benefit for the customers.
· Good governance model in line with statutory requirements and best practices
3.2 THE HIEARCHY OF SALES/MARKETING DEPARTMENT:
| SEVP & Director |
| EVP procurement |
| EVP RESEARCH & DEV/O.D
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| EVP SALES |
| GM MARKETING |
| Senior manager |
| Assistant Manager |
| Non management Staff |
3.3 ROLES PERFORMED BY SALES/MARKETING:
The Marketing department of the PTCL generally performs the following roles:
· Policy initiation and formulation
· Advice
· Service
· Control
3.3.1 POLICY INITITAION:
The SEVP of the Marketing & Sales Department is the individual person who is actively involved in policy revision to solve the problem or to prevent anticipated problems related to the product availability. Basically, these are proposed to the president of the PTCL, and it is up on the president that policy is actually issued. When there is a problem than the SEVP analyze the problem that have occurred in the past or because of the new policy, a problem arise, than colleagues and subordinates discuss the matters and give due consideration to the prevailing philosophy in the organization.
3.3.2 ADVICE:
Another important role of the Marketing & sales is to advice on the Sales policies and Recommendations. Involving the people in the policy making and decision making is the key factor of Sales. All the Marketing & sales departments take advice from employees on certain issues like execution of policy, are they satisfied or not, etc. Mostly managers are not involved in policy making but they can give the advice and suggestions to the committee according to their own experience and knowledge. The Marketing & sales departments may advice the administration and the Board of directors on special issues of the company and it offers the services in order to accomplish the tasks.
3.3.3. SERVICES:
The main aim of the Marketing & sales department is to provide services and take care of the customers of the organization. The tasks of formulation, and execution of the policies performed by the Marketing/Sales department. Implementation programs are planned organized and evaluate through the marketing department. Incentive programs are given by the marketing department.
3.3.4 CONTROL:
The Marketing & sales department monitors the performance of production departments and policies, procedures and practices. It also controls the activities of the auditing staff that inspects accounting records to ascertain conformance with prescribed standards.
3.4 THE FUNCTIONS OF MARKETING/SALES DEPT:
The main aim of the marketing strategies of PTCL is to attract customers by offering low rates and introducing new packages from time to time. Some of the packages which are introduced by PTCL are as:
PTCL has introduced a new 256Kbps Broadband data rate in addition to its existing Broadband data rate packages. The New 256 Kbps data rate is offered to the customers at Rs. 299 / month with 1 GB download limit. Existing customer can also avail this package but they have to pay one time charges of Rs.1500 as downgrade charges.
Three simple steps to High speed On-the-Go connectivity, Just Plug in—Click & Connect and experience high speed on the go internet connectivity with the country largest and the fastest growing 3G network; wherever and whenever you want. EVO offers its customers a “superior 3G internet experience”, with flexibility to roam freely like never before, in more than 100 cities Nationwide. Just plug and play or work at home, in the office or anywhere in between with the unsurpassed & amazing speed of up to 3.1Mbps, backed by the country’s largest Wireless service provider; experience the evolution of broadband revolution at its best.”
Wireless package: For Rs. 3600 Get Wire less connection and set.
Life style package: PTCL introduced constant sales promotion for wire line through life style package. They had also launched Ramadan and Eid special packages.
Pakistan Package: PTCL also introduced this package. PTCL is using these marketing methods for promotion campaign.
Print and electronic media
Personal selling especially for their new packages such as V-wireless.
Out door- Mega Hoardings or Bill Boards
PTCL is continuously using attention getting techniques in its advertisements through media. PTCL launches different packages time to time for its customers.
Competitive Advantage
The Human Resource, infrastructure and nationwide reach of PTCL have always been their strengths throughout and will remain to be, the company is already there where no one has gone before. PTCL is practically everywhere in Pakistan even where there is no electricity and other communication facilities available. In order to win the competition PTCL adopt proactive approach. Competitive strategy varies from launch to launch. PTCL is enjoying leadership status in the market. It provides basic services to all other cellular companies but indirect competition is there with mobile companies-Wire less’s (product of PTCL) biggest competitor is World call who starts from introducing GO-CDMA Wire less and now preparing to launch its land line or wire line services and will become the direct competitor of PTCL.
PTCL is now facing very tough competition in the telecommunication world after the end of its monopoly status in Dec. 2002.Many competitors are given below:
Mobile Phone Companies
E-mail service providers
Pay Card Phone Companies
Internet Service Providers.
3.5 PROMOTION:
Pakistan Telecommunication Company Ltd is continuously using attention getting techniques in its advertisements through media. PTCL launches different packages time to time for its customers.
3.6 MEDIA:
Pakistan Telecommunication Company Ltd is continuously using media promotion time to time.
3.7 TELEVISION:
Pakistan Telecommunication Company Ltd Use the Television source of promotion mostly as we seen on PTV Channels every time they advertise about Pakistan Telecommunication Company Ltd.
3.8 INTERNET:
Pakistan Telecommunication Company Ltd used also the internet source of promotion also and most of customer they targeted through internet.
3.9 NEWS PAPER: Pakistan Telecommunication Company Ltd also promote there products through different news paper.
CHAPTER FOUR:
4.0 ACTIVATION PROCESS:
WLL stands for (Wireless Local Loop). The process of WLL is very simple. In the process when ever a customer picks up a telephone head set to dial a number, a signal is carried out to the MSC (Mobile switching centre). The MSC performs a task of checking out IMSI number (International Mobile Subscriber Identity), A Key (Authentication Key), ESNEX (Electronic Serial Number in Hexane) and MDN (Mobile Directory Number.) of the set and then the request is put forward to WIN (Wireless intelligent network).WIN performs two operations i.e. it confirms that whether customer has credit in his prepay phone or not. It is called bill authentication. After bill authentication WIN proceeds and the request of dialled number is served.
4.1 HLR DATA:
Stands for (Home Location Register) .it deals with the list of information that is needed whenever there is demand for new wireless phone sets. The order is carried out through the franchisee or dealer. In order to ask for new sets the franchisee or dealer sends a mail or demand order, in S & D department the personal from “Activation Cell” confirms it. WLL Commercial sends the following parameters required to the vender.
IMSI: International Mobile Subscriber Identity.
A Key: Authentication Key.
MDN: Mobile Directory Number.
As per requirement the vendors manufactures the demanded sets and add IMSI, A Key, and MDN to the set in addition the vendor also gives each set a unique ESNHEX (Electronic Serial Number in Hexa). Combining these four entities HRL maintains its data about configuring the sets. After the sets are ready to go, the data is send to PTCL HRL Data base and the sets are physically transported back to Pakistan
4.2 PTCL DATA LIST CONTAINS:
The list maintained by PTCL contains information about Region, BTS, MDN, IMSI, ENS, and A Key. In their nature these abriviations are combinations alphabets, numbers and combinations of both. For example:
Region: Alphabetic in nature.
BTS: Stands for (Base Transmission System) Alphabetic and Numeric in nature
MDN: Numeric in nature
IMSI: Numeric in nature
ESN: Stands for (Electronic Serial Numbers) Alphabetic and Numeric.
A Key: Numeric.
4.3 O N JOB TRAINING:
Work place training or on job training is the integral factor of policies of HR department of the PTCL. In this type of training, PTCL gives training to the employees at the telecom staff colleges time by time when required. In this way, they gain experience and knowledge which help in their future activities. On job training can start anytime when training department ask to start.
4.4 REFRESHING COURSES:
The refreshing courses enhance the potential capabilities of the staff and the performance as well. The refreshing courses are conducted by the ICT or by the telecom staff colleges. Refreshing courses are for managerial and technical staff. These refreshing courses are provided time by time. The refreshing courses are conducted by the regional telecom training schools and sometimes by the telecom colleges. These training courses provide the benefits to the employees in promotion, assists in workforce diversity and achievement of working plans.
4.5 PROMOTIONAL TRAINING:
There are telecom staff colleges at Lahore and hari pur where new employees get trained within a 3 or 6 months. There are promotions courses for the employees by which they can be promoted. Employee of the PTCL gets training from the PTCL colleges and schools to enhance his intellectual and personal growth.
These colleges are:
· Telecom staff college haripur
· Telecom staff college Lahore cantt.
The regional level staffs training schools are involved for extending the training facility to all the staff members of the PTCL, based at the regional level of the Headquarters. Such training schools are:
· R.T.T.S Lahore
· R.T.T.S Multan
· R.T.T.S Faisalabad
· R.T.T.S Karachi
· R.T.T.S Islamabad etc
There is also a departmental exam for promotion which is done by the training department. Employees can give this exam and can get promotion. Mostly engineers and technical staff can give this exam.
PTCL emphasizes on the following managerial skills on which training is to be done:
· Communications skills
· Resource management
· Leadership qualities
· Creative problem solving
· Rational decision making
· Business development
· Career training
4.6 MEETINGS, SEMINARS AND WORKSHOPS:
The training department of the PTCL also conducts seminars and meetings among the employees of the PTCL. Workshops are arranged in order to know the new challenges of the world. In common, training department has two major parts; one is local training and other is foreign training. Those meetings and seminars conduct inside the Pakistan between the top management and managerial level; it is done by the local training. Those meeting or seminars conduct outside the country with the Ethicality’s top management at the UAE or ABU DHABI, it is done by the foreign training.
4.7 MEMBERSHIPS:
PTCL has the memberships with international telecom union and Asia pacific telecomm unity. Training department deals also with these memberships.
4.8 INTERNATIONAL TELECOM UNION (ITU): [18]
International telecom union is an agency of the United Nations which regulates information and communication technology issues. ITU also organizes worldwide and regional exhibitions and forums, such as ITU TELECOM WORLD, bringing together representatives of government and the telecommunications and ICT industry to exchange ideas, knowledge and technology. The ITU is active in areas including broadband Internet, latest-generation wireless technologies, aeronautical and maritime navigation, radio astronomy, satellite-based meteorology, convergence in fixed-mobile phone, Internet access, data, voice, TV broadcasting, and next-generation networks.
ITU is based in Geneva, Switzerland, and its membership includes 191 Member States and more than 700 Sector Members and Associates the ITU's mission is to enable the growth and sustained development of telecommunications and information networks, and to facilitate universal access to the emerging information society and global economy. The ITU assists in mobilizing the technical, financial, and human resources required by such development. It is an honour for the PTCL that it is the member of the international telecom union.
4.9 ASIA SPECIFIC TELECOM (APT): [19]
APT is one of the key organizations of governments, spearheading development and innovation programs in cooperation with telecom service providers. They are manufacturers of communication equipment and research and development organization in the field of communication and information technology. APT serves member countries on ICT in the Asia pacific. The main objective of APG is to take regional preparation to harmonize the views of the members and to develop common proposals for submission to the ITU World Radio communication Conference (WRC). The APT now has 34 Members, 4 Associate Members and 111 Affiliate Members. Through its various programmes and activities, APT has made a significant contribution to the growth of the ICT sector especially the telecommunications sector in the Asia Pacific region. The attention of prospective affiliate members of the APT is directed to this request from the APT Secretary General. PTCL is also the member of APT.
4.10 MARKETING ADMIN:
There are two major tools which are managed and directed under the umbrella of marketing admin
(1) Definitely man behind the gun play very important role so our first priority develop the human tool to the optimum level to run the machinery of PTCL.
(2) In PTCL the marketing department struggles for the latest technology to fulfil the requirement of new era of communication.
4.11 PROMOTION:
Marketing department and hand & hand with HR to motivate the employee to produce excellence. For the reason the marketing department continuously evaluate the annual appraisal tools. There is a departmental promotion exam for the promotion of the employees which is conducted by the telecom staff colleges. If the employees pass the exam, they can be promoted.
Also senior executive vice president of the Marketing & human resource has the authority to promote the employee on the behalf of recommendations of concerned GM. Promotions are made on the following things:
Target achievements
1. Performance
2. Seniority
3. Medical fitness
4. Disciplinary case
4.12 RESOURCE DEPLOYMENT:
General Manager of the Marketing Admin has the authority to allocate the machinery of telecommunication according to the need of the locality in this way the customers are served according to their need in a particular locality for example our corporate services are widely available in the cities like Islamabad, Karachi, Lahore.
4.13 ACCOUNTABILITY:
The current marketing department strictly believe check and balance at every level. The new appraisal criteria mainly based to the achievement of objective design by the upper management. In this way the customers is served and feedback is taken and appraised at every level.
4.14 SUBSIDIARIES OF PTCL:
4.14.1
Ufone aims to provide with wider coverage, superior connectivity, clear signals & voice quality. Covering over 2336 key destinations, Ufone is the ultimate means to stay connected and providing the best nationwide coverage.
Ufone, being one of the leading cellular service providers has recently launched its service in many new cities. Keeping up with its pace it is rapidly expanding its network. Ufone keeps on adding new cities with same superior network that continues to expand. Ufone covers all major cities of Pakistan now you can enjoy comprehensive coverage in areas like the GT Road, Super Highway & Motorway etc.
4.14.2
It is a wireless Voice telephone for local, NWD, ISD calls. The connection is worth Rs.2000 connection including a phone set. It offers all the services of a tradition land line including short messaging services (SMS), caller line identification (CLI), phone book, call waiting, call transfer and high speed internet facility along with being semi mobile. Daily line rent is of 7Rs.
4.14.3
Phone net is a new service by PTCL whose purpose is to provide the availability of internet any time without prepaid card charge. Here customer need not to charge the prepaid card like in V-fone, rather phone number will be used as username and password and it will be charged to the bill of phone.
Features
Direct internet Access
No scratch card needed
Never ending Balance.
No Expiry or forced usage
Don't have to pay up-front
Flat rate of Rs. 0.10/min. (conditions apply)
Code barring to restrict internet access
Available on all landlines. Currently available in Karachi, Lahore, Islamabad.
4.14.4 Services Offered By PTCL
These are the facilities that are available on land line phones.
§ Call transfer
You can forward you land line number onto a number of your destination or a cell phone you want.
§ Code Barring
In order to save your phone from misuse you can set a code on it that can only be accessed by you and you can also change the code from time to time
§ Hot Lines
It is a great service that PTCL has introduced, in this service customer only has to lift the hand set and with a delay of 5 or 10 seconds the phone automatically dials a contact number that is being added to the dialling list, but this service is beneficial for frequent dialler.
§ Abbreviated Dialling
Dial a short number (single digit) to get desired number. A maximum of 10 such Numbers can be registered.
§ Don’t Disturb
Activating of this facility will stop all incoming calls for a pre determined time Slot. This will allow customers to be in peace if he does not want to be disturbed during such time. The caller will get a pre recorded message.
§ Absent Customer
A Customer with this facility may inform the calling person about his non availability at that time. This calling person will get an announcement or a special tone.
§ Wake up
Ringing of a customer telephone is initiated at the fixed time. In case Customer does not answer the ring at the first offering, subsequent rings will follow after 5 minutes.
· CLI
Caller line identification CLI allows you to identify the caller before picking up the phone. The customer can check obnoxious calls and keep the complete record of all incoming/outgoing calls with time and date to take any action.
4.14.5 VMS
Voice mail services will be available on land line shortly. Activation shall be free of costs. Charge a local call for messages retrieval. The service will increase call termination on land line network.
PTCL 17 Directories
PTCL subscribers List (Data phone number with addresses)
PTCL 18 Complaints
PTCL phone complain service
4.14.6 Corporate Services
PTCL is striving hard to facilitate its valued corporate customers at each level of service. PTCL offers a host of unmatched services to suite the needs of the Corporate Customers. The list of Corporate Services is given as under:
4.14.7 Toll Free-800
It is a toll free service starting with 800. A service for corporate clients for establishing domestic and international call centres. This service is available to corporate customers and call centres for their customer’s convenience.
4.14.8 Premium rate service -0900
A service for corporate customers they advertise their numbers for which a premier call rate charged. Mainly used by clients conducting live talk shows and are gathering customers feedback. 0900 numbers are used throughout the world to provide information via telephone at a premium rate higher than regular call charges. Five more operators signed agreements with PTCL in the year 2003-2004 bringing the total to thirteen.
4.14.9 Virtual Private Network (VPN)
A corporate service for the corporate clients, having operations in different cities. VPN provides a private telephone network linking their offices in different cities onto one network where cost of communication between the different cities in significantly .VPN is an intelligent network in service which allows an organization to private network using its current PTCL lines without requiring the installation of dedicated network resources.
4.14.10 Audio Conferences Service
It is another corporate service where PTCL’s corporate clients can have a conference call amongst their various offices.
4.14.11 Universal Access Number (UAN)
UAN service is ideal for organization engaged with marketing of products or services. It consists of 6 digits proceeded by 3 digits code of 111, common to all UANs
For example: 051-111-532-532 (KFC)
UAN is easier for customer to contact you by dialling a simple number. Its quick and easy access to make queries and complaints increases customer satisfaction
4.14.12 Universal Internet Number (UIN)
UIN is a number starting with 131 used for accessing the Internet. The call dialed is charged as one local call irrespective of its duration. Number specifically allocated for ISP operators. 131 numbering schemes for internet service providers represent exclusive code assigned to each ISP.
4.14.13 PTCL Broadband (DSL)
The term "broadband" refers to a communications technique for transmitting multiple simultaneous data channels. Broadband Internet services (specifically cable modem and DSL) bring high-speed Internet connectivity to homes and small
CHAPTER five:
SWOT ANALYSIS
SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. Identification of SWOT is essential because organization can know about its weaknesses and try to overcome the weakness in order to get success. During my internship, I observed strengths, weaknesses, opportunities and threats of Sales & Marketing department.
The SWOT analysis of the Marketing department is as under:
5.1 STRENGHTS:
The major strengths of the Marketing/Sales are:
I. The major strength of the Marketing department is that people love to work there because of its good name.
II. Sales & Development system of PTCL is well established and selection system is proper and clear. The steps involve in selection process helps to choose a best candidate who can uplift the organization’s success.
III. PTCL has a membership with international organizations like APT and ITU, which conducts seminars, workshops and training at PTCL which is very helpful for employees.
IV. All PTCL Marketing departments facilitate its employees in a good manner by giving those commission and job security which no other organizations give.
V. PTCL Marketing departments have experienced staffs which are only because of the proper hiring system of HR Recruitment department.
VI. The proper system of recruitment and training employees are because of the established policies of the HR department.
VII. HR department offer good salary packages and allowances which is very good.
VIII. The positions and responsibilities of every employee are defined so that no one can interfere in another’s work and it is because of the O.D department of HR.
IX. HR department facilitate its employees by giving grant for marriage and education of their children which is helpful for their children future and benefit.
5.2 WEAKNESSES:
The major weaknesses are:
I. The major weakness of the HR department is that the appraisal forms are filled by the senior manager of the department but staff does not get any increment on the basis of appraisal forms.
II. Training is the need of every employee, but HR department only provide training to engineers while not to other employees.
III. Recruitment Procedure of the HR is long that it takes more than a month to select a candidate.
IV. There is no proper evaluation after giving training to the employees.
V. The policies of HR are determined by the board of directors and top level management while lower management is not involved in policy initiation.
VI. The promotion criteria are not defined. Also promotions have no specific time period that’s why most of the employees are not promoted from last six years.
VII. Some of the employees having a negative attitude towards the change factor and for this reason there is still a government culture in HR department.
5.3 OPPURTUNITIES:
I. Increasing literacy rate is providing a bigger pool of educated recruits.
II. Emerging technologies like broad band, VPN are providing chance to upgrade the current staff through training and hire new staff.
III. The alliance with the ETISALAT can provide the PTCL HR department to chance to show current employees an insight and new technologies the partner is offering to the customers.
IV. Increasing numbers of private universities providing the engineering and management studies because of which PTCL has a great chance of catching the more educated and deserving candidates.
V. Now a day, change comes day by day because of the new technologies, infrastructure, new interventions and innovation which can help the O.D department to bring new changes and uplift the HR structure and policies.
5.4 THREATS:
I. Increased competition from telecommunication companies who are attracting talented people, technical staff and graduates on higher salaries which can be a threat for HR department to get good employees.
II. Brain drain from the country because of economic crises due to terrorism.
III. Slow process of decision making due to government structure. The HR policies are made by the top management which can be delay because of the political crises of Pakistan.
IV. Favouritism by politicians.
CHAPTER 6
6.0. RECOMMENDATIONS
Sales & Marketing department of the PTCL is well established and perform its functions according to the policies, made by the top management. PTCL has a huge sales infrastructure throughout the country that is geographically wide spread. During my internship, I found some of the problems at the sales department and for this; I have some suggestions to remove these problems or obstacles.
· Sales department should adopt the proper evaluation system of training which can be done after the training courses. Feedback is essential for people to know how they are progressing, and also, evaluation is crucial to the employee's confidence too.
· There are only two training staff colleges which cannot fulfil the requirement of all the employees of PTCL from all over the Pakistan. They should start at least one new training staff college so that all the employees get training.
· Refreshing courses of the training are not scheduled and is not provided to all the staff equally. I have a suggestion for it that training department should arrange the training courses properly and it should be at least once a year.
· Top and lower level management both should attend the workshops, seminars and meetings so that they can also give their suggestion and opinion.
6.1 Implementation plan for the recommendations:
1. As for the evaluation system of Marketing Development, feedback forms should fill by the engineers, senior managers and the employees after they get train. Feedback forms should be filled by the employees or trainees and these feedback forms should be submit to the senior manager of the training department. These feedback forms should contains the principal questions:
a) To what extent trainee learned?
b) How enjoyable was the training course?
c) To what extent were the trainee’s objective achieved?
d) How good did trainee feel the trainer was?
It should be the responsibility of senior manager of the training department to fill these feedback forms from the trainees and then these forms should be discussed in the meetings with top and lower management of training department. Then if there is a positive feedback from the trainee about the training than it should consider okay, but if feedback is in negative sense than
a) Policies should be revised or it should be discussed in the meetings, because if there is no learning than it means that there is no efficient training.
b) They should discuss the training plans again and should remove the obstacles if any.
c) They should review the training programs and learning implementation, and also what the trainee learned.
Another alternative for the training can be the learning questionnaire which can be relatively simple questions asking from the trainee about what they have learned from the program what they have been usefully reminded of, and what was not included that they expected to be included, or would have liked to have been included. Scoring ranges can be included in it. This should be the responsibility of senior manager of training department.
2. Training department should establish new staff colleges all over in Pakistan, because two telecom staff colleges cannot fulfil the training needs of the all the employees of branches and Headquarters of PTCL. For this purpose, there should be establishing new Staff College for the fulfilment of training needs. Top management should provide the funds for this purpose and there should be a manager who should be the responsibility of run all this. All the trained staff should be hired that can provide a better training to employees.
3. Refreshing courses should be start on the proper schedule and on timely basis. Top management should make a policy for refreshing course or should specify the time schedule for the training courses time by time when requires; e.g.
· Promotion courses and departmental promotional exams should conduct in two years minimum and 4 years maximum.
· Refreshing courses should provide to the employees once in a year.
· Projected and vendor training is given to employees when new technology comes or new project come to the market, it should be given in a way that all the employees of the PTCL can get knowledge about the project or new technology because it is not only important for the engineers but also for all employees. This can help the employees to gain the knowledge and experience.
4. Top and lower management both should attend the workshops, seminars and meetings. For this purpose, General Manager or the senior manager of the training department should involve the lower management in meetings and workshops, and it can possible if there is good communication between the top and lower management. They should try to make the employees to take participate in workshops and meetings. By this, lower management can be encouraged and they will know about the new experiences of job.
5. Training should be given to all employees equally. For this purpose, training department should arrange the training two times a year because the strength of employees are so much that all employees cannot get training at a time, in this way half of employees get training at the first time and half on second time.
It can also possible that those half employees finish their training and train other employees about what they have learned from training. For this purpose, they can arrange meetings or workshops which can help the employees to learn about training. This can save the money and time of the training department.
NUMBER OF PERSONS INTERVIEWED:
| Name of Organization | Designation | Name of Person | Time and Date | Remarks |
| PTCL | Manager consumer NTR-I | Mr. Manzoor ali | 11am 9th April. 2011 | Interviewed in the Office |
| PTCL | AM (training Admin) | Miss, Gulara Rahim | 10am 12th April, 2011 | Interviewed on the phone |
| PTCL | Assistant Manager NTR-I | Mr. M.afzal Assistant Manager NTR-I | 03:00 pm, 13 April, 2011 | Interviewed in Sales deptt. |
1. Annual reports of PTCL from 2005 to 2010.
2. Audit manual, A.F Ferguson Pakistan, Price Waterhouse coopers and company pwc auditors PTCL.
3. Ibid
4. Investoers Guide , (2010) Retrieved on july 20,2010 from http://www.kse.com
5. Pakistan Telecommunication Company Limited (PTCL) introduces new value-added Serv ices (2010) business recorder, 21st may
6. Pakistan Telecommunication Company Limited (PTCL) 2010 Annual Report, Islamabad.
7. PTCL, Retrieved on july 02,2010 from http://www.tcl.com.pk
8. S.B. Arthur (2000) Financial management, McGraw Hill.
9. Van Horne James C& Wachowicz John M.Fundamentals of Finanacial Management.
10. DeCenzo, D. A., and Robbins, S. P. (1998). Supervision Today Upper Saddle River, NJ: Prentice-Hall, Inc.
[1] Annual report of PTCL, 2006
[2] DeCenzo, D. A., and Robbins, S. P. (1998). Supervision Today Upper Saddle River, NJ: Prentice-Hall, Inc.
[3] Robinson, D. G., and Robinson, J. C. (1995). Performance Consulting: Moving Beyond Training San Francisco: Berrett-Koehler Publishers.
From http://www.allfreeessays.com/topics/research-paper-on-training-and-development/0
[4] Steinmetz, C. S. (1976). The history of training. In (R. L. Craig, Ed.) Training and Development Handbook: A Guide to Human Resource Development, 2nd Ed. Sponsored by the American Society for Training and Development. New York: McGraw-Hill.
From http://www.oppapers.com/essays/Training-Development/143199
[5] Leymann, H. & Kornbluh, H. (1989). Socialization and Learning
[6] Improving Training Effectiveness In work Organization. John Kevin Ford, Steve W.J. KOZLOWSKI.
From http://www.academon.com/Research-Paper-Training-and-Development/93046
[7] Senge, P. M. (1990, fall). "The Leader's New Work: Building Learning Organizations." Sloan Management Review vol. 32(1): 1-17.
From http://traininganddevelopment.naukrihub.com/training.html
[12]M.saqib ,Personal communication, 27th may
[14] http://ptcl.com.pk/aboutusc.php?NID=91
[16] http://ptcl.com.pk/aboutusc.php?NID=92