Ghulam mustafa 40 Salman Bukhari 54Umar shahzad 09Faisal Suhail 53Umair Azam 47

Pakistan Telecommunication Limited (PTCL) is the largest telecommunication company in Pakistan. The company provides telephony services to the nation and still holds the status of backbone for country’s telecommunication infrastructure despite arrival of a dozen other telecoms including like Telenor and China Mobile.

In the cellular segment, the second largest cellular provider in Pakistan, Ufone, is also owned by PTCL. PTCL offers mobile services under the Ufone brand to millions of customers’ across Pakistan. The company has over 15.5 million Mobile subscribers under the name Ufone and more than 4.8 million fixed line customers

Over the years, technology has changed the concept of communication and what was thought to be a fictional only a decade ago, has actually made its way through to our hands today. Pakistan Telecommunication Company Limited from the humble beginnings of posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, to this very day, PTCL is a story of commitment and vision. Pursuing a progressive policy, the Government in 1991, announced its Plans to privatize PTCL.

To achieve our vision by having, An organizational environment that develops professionalism, motivation and quality

An environment that is cost effective and quality conscious

Services that are based on the most optimum technology

"Quality" and "Time" conscious customer service  

Increase the growth in earnings and profitability.

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

Core Values◦ Professional Integrity◦ Customer Satisfaction◦ Teamwork◦ Company Loyalty

Organizational Structure

Organizational structure describes the organization’s formal framework of communication and authority.

In PTCL president CEO is the head of major functional areas i.e. state management, Finance, Technical, Operation, HR & Adman and corporate affairs. So senior executive vice of these units generally reports directly to the president.

Organization structure of PTCL can be described as having three components like any other organization

Complexity Formalization Centralization

The term complexity refers to the amount of differentiation in an organization. The more division of labor there is in an organization, the more vertical levels in the hierarchy and more geographically dispersed the organization’s units, the more difficult it is to coordinate people and their activities.

PRESIDENT SEVP EVP GM/CE DIRECTOR MANAGER

ENGINEER/AE ASSISTANT CABLE JOINTER etc.

The degree to which an organization relies as rules and procedures to direct the behavior of employees is formalization. The PTCL organization structure operates with standardize guidelines, rules and regulations. Each officer knows his responsibilities of what he has to do. Due to these strict rules and regulations the PTCL organization’s structure is more formalized

The term centralization describes where the decision making authority is.

In PTCL, organization decision making is highly centralized at upper levels of management. Problems flow up to senior executive, who decides what, should be done.

In some case, decentralized policy is used and decision making is delegated to lower levels of management. Which is not correct and creates problems in the creation of long term value aided strategies.

Chain of command President & CEO

Senior executive

Vice President

Executive Vice President

Regional Engineer

Director (Senior Manager)

Senior Engineer

Managers

S.D.O/ Asst. Engineer

Assistant Manager

Revenue Officer

PTCL V-FONE   UFONE PAKNET LIMITED

PTCL BROADBAND

SMART SERVICES

New Telephone Connections  E-BILL Payment  Digital Facilities Voice Messaging Service: (VMS) Broadband double speed Broadband Wi-Fi Broadband student package Business Dsl

Human Resource Department Finance and Accounts Department Marketing Department Transportation Department Switching Department Multimedia and Broadband (MM & BB)

Department Quality Assurance Department Development and Special Projects Department Transmission Department

The Human Resource Department in PTCL was formally established in 1996 and it was re-organized in 2005. HR manager plays a very important role in hierarchy, and also in between the higher management and low level employees. He is one of the most important people to achieve company’s overall objective by properly managing the most useful company resources.

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

StaffingStaffing Activities in HRM are concerned with seeking and hiring qualified employees. Staffing includes Job Analysis Recruitment Selection

PTCL has established its Customer Services Department at different levels:Corporate Customer Care Center Customer Services Centers Toll Free Help LinesOperation Region Level Tehsil Level For Complaint & Enquiry

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.

Here the consumers can use Fax Facility, Voice Telephony for Local dialing to resolve their issues.

StrengthsStrengths Strengths are the internal factors of the

organizations. It enables the organization to choose and implement those strategies that best suites its program.

PTCL enjoy monopoly State of the Art International Gateway Exchanges &

Satellite Earth Stations Large earning Good quality international connectivity Government support  Competitors still depend on PTCL network either

directly or indirectly PTCL (Ufone) is market challenger in GSM segment

Weaknesses are internal problems of the organization.it don’t allow the organization to choose and implement its strategies to support its program.

Government organization  Lack of proper check and balance Outdated people and technology (perception) Lack of customer services Lower employee satisfaction Over employment & low productivity.

There is no major competitor of PTCL in landline but, with the growth of Telecommunication industry of Pakistan competition is increasing specially in mobile phone sector.

In total there are more than 800 million subscribers of mobile phone. There are 03 big players in mobile phone industry & these are the competitors of PTCL:-

MobiIink Telenor Warid

S: Strengths W: Weaknesses O: Opportunities T: Threats