ptcl internship report (awais rahimoon)
TRANSCRIPT
UNIVERSITY OF SINDH LAAR CAMPUS BADIN BADIN SINDH PAKISTAN
INTERNSHIP REPORT
ON
PAKISTAN TELECOMMUNICATION COMPANY LIMITED
Submitted in Respect of:
SIR TAHAL KUMAR
RESEARCH ASSOCIATE
University of Sindh Laar Campus Badin
Submitted By:
AWAIS AHMED RAHIMOON
Roll No:2K11/BBA/14
BBA –Finance (Honors)
Session: 2011-2014
Internship Report submitted in respect of
University of Sindh Laar Campus Badin
In Partial Fulfillment of the Requirements for the Degree of
Bachelor in Business Administration (Finance)
BBA –Finance (Honors)
University of Sindh Laar Cmpus, Badin
It is to certify that the Internship Report of
Mr. AWAIS AHMED RAHIMOON,
ROLL NO: 2K11/BBA/14 SESSION:2011-2014
Of BACHELOR IN BUSINESS ADMINISTRATION IN FINANCE (HONORS) in
Pakistan Telecommunication Company Limited,
has been approved and accepted.
APPROVALCOMMITTEE
External Examiner
Signature: _________________________________
Name: _________________________________
Supervisor
_______________________________
Sir Tahal Kumar
Authorized Teacher
University of Sindh Laar Cmpus, Badin
Principal
_______________________________
Prof. Mohammad Hayat Kerio
Principal
University of Sindh Laar Cmpus, Badin
iii .
IN THE NAME OF
Most merciful and compassionate the most Gracious and Beneficent whose help and guidance I always solicit at every step, at every movement.
iv .
DEDICATION
I earnestly dedicate this little effort to my DEAREST PARENTS, MY TEACHERS AND MY FRIENDS who supported and boosted me up both morally and the financially.
v .
CERTIFICATE
This is certifying that Mr. Awais Ahmed S/O Nisar Ahmed has worked under my Supervision in the partial requirement of Bachelors of Business Administration (BBA) degree of business internship report on Pakistan Telecommunication Company Ltd. We wish Mr. Awais Ahmed Success in his future endeavors.
Authorized Teacher Principal (SULC)
Sir Tahal Kumar Professor Hayat Kerio
vi .
ACKNOWLEDGMENTS
I am full of gratitude to:
Almighty ALLAH for giving me the life and energy to conceive and actualize the
internship and this report.
Iam great full to my worthy and devoted Manager Abdul Raheem Solangi for
providing me the Opportunity of doing internship in PTCL.
I am also thankful to all staff of PTCL and specially my trainer Javed Ahmed Khatti
and Revenue officer Ghulam Moinuddin, for their valuable guidance, cooperation and
Support throughout the internship period.
Our learned and erudite teacher Lecturer TAHAL KUMAR University of Sindh Laar
Campus, Badin for his inspiring guidance, keen interest, and continuous encouragement
throughout my internship report making efforts.
My family, who gave me the moral support needed for studies.
Lecturer Khalil.ur.Rehman Bhati, and Abdul Qadir Patoli of Business Studies,
University of Sindh Laar Campus Badin for guiding me every now and then in
preparing this report
My Bachelors Friends who pushed me every now and then to complete this report as
soon as possible.
All Business Studies staff, University of Sindh Laar Campus Badin who implicitly or
explicitly helped me in my Internship Report.
Last but not the least I am highly indebted to our University of Sindh Laar Campus
Badin and faculty of Business Studies for providing me the opportunity and support to
accomplish my BBA degree at University of Sindh Laar Campus Badin.
AWAIS AHMED RAHIMOON
BBA – Finance (Honors) (2011-2014)
Roll No: 2K11/BBA/14
vii .
PREFACE
This report is prepared as a result of performing six weeks of Internship in Pakistan
Telecommunication Company Limited, as a compulsory requirement for the completion of
Degree of Bachelor in Business Administration. The purpose of this training is to acquaint the
student with practical knowledge of working in the organization.
The department directed me to “PAKISTAN TELECOMMUNICATION COMPANY
LIMITED” I tried my best to present all of my findings in this Report, while visiting various
departments of PTCL and gained practically too much knowledge of telecom sector. It was
realized that, there is great difference between theory and practice. At the end I expect that this
report will help the reader to understand the various problems/suggestions, methods and
procedures that are in Practice in “PAKISTAN TELECOMMUNICATION COMPANY
LIMITED”.
This Report consists of THREE Sections.
The First Section is of Five (5) Chapters, whereas: The Chapter Number One is entitled as
Introduction to the Report, having the data about the study conducted, as the Scope of the
Study, Limitations, etc. of the Study. The Chapter Number Two is entitled as Organizational
Introduction. It has the data about the Historical Background of the Company, its Vision,
Mission, Core Values, and a Brief Discussion about the Company’s Profiles which is cited
from the Company’s Website and products and services of the Company. The Third Chapter
is entitles as Structure of PTCL, which has the managerial structure of the organization for
nationwide as well as local.
The Section Two is about the Internship Department& Duties performed during
Internship, i.e. it contains the information about the Internship Department, its managerial
and office work, services offered by the department, and also I have discussed here the duties
performed during the internship. All these topics are covered in three chapters respectively.
viii .
Section Three consists of the Findings, Recommendations, Strengths, Weaknesses,
Opportunities, Threats, and also the SWOT Matrix. Whereas Findings and
Recommendations are in a separate chapter, while the other topics in a separate chapter,
consisting of two chapters overall.
AWAIS AHMED RAHIMOON
BBA – Finance (Honors) (2011-2014)
Roll No: 2K11/BBA/14
ix .
TABLE OF CONTENTS .
ACKNOWLEDGMENTS .....................................................................................................VI
PREFACE ............................................................................................................................. VII
SECTION 1............................................................................................................................... 1
CHAPTER NO 1 ...................................................................................................................... 2
INTRODUCTION TO THE REPORT .................................................................................. 2
EXECUTIVE SUMMARY ....................................................................................................... 2
1.1 Reason for selecting the specific industry ............................................................................ 3
1.2 Purpose of the Internship ..................................................................................................... 3
1.3 Scope of the Study ............................................................................................................... 3
1.4 Methods of Collecting Data ................................................................................................. 5
1.4.1 Use of Primary Data ...................................................................................................................... 5
1.4.2 Use of Secondary Data .................................................................................................................. 5
1.5 Hurdles in the Study ............................................................................................................. 5
CHAPTER NO 2 ...................................................................................................................... 6
ORGANIZATIONAL INTRODUCTION ............................................................................. 6
2.1 Introduction & Historical Background of PTCL ................................................................. 6
2.1.1 Vision ...................................................................................................................................... 7
2.1.2 Mission ...................................................................................................................................... 7
2.1.3 Core Values .................................................................................................................................... 8
2.2 Company Profile .................................................................................................................. 8
2.2.1 Business & Corporate Users: ........................................................................................................ 8
2.2.2 Other business specific services include: ....................................................................................... 9
2.2.3 Nationwide Infrastructure:............................................................................................................. 9
2.2.4 National Long-haul Core Network: ............................................................................................... 9
2.2.5 Carriers Services ............................................................................................................................ 9
2.2.6 White Label Services: ..................................................................................................................... 9
2.2.7 Broadband Pakistan: ................................................................................................................... 10
2.2.8 IPTV Service (Smart TV): ............................................................................................................ 10
2.2.9 Pak Internet Exchange: ................................................................................................................ 11
2.2.10 V-fone: ................................................................................................................................ 11
2.2.11 International Network ................................................................................................................ 12
x .
2.3 Products and Services of PTCL ......................................................................................... 12
CHAPTER NO 3 .................................................................................................................... 15
STRUCTURE OF PTCL ....................................................................................................... 15
3.1 Structure of Organization ................................................................................................... 15
3.1.1 Main Offices ................................................................................................................................. 16
3.1.2 PTCL Head Office Organizational Chart .................................................................................... 17
3.1.3 Department Organizational Structure ......................................................................................... 18
3.2 Departments of PTCL ........................................................................................................ 19
3.3 Critical Analysis of theoritical concepts relating to practical experinces .......................... 27
3.4 Ratio Analysis .................................................................................................................... 29
SECTION 2............................................................................................................................. 32
CHAPTER NO 4 ............................................................. ERROR! BOOKMARK NOT DEFINED.33
INTERNSHIP DEPARTMENT&DUTIES PERFORMED DURING
INTERNSHIP .................................................................. ERROR! BOOKMARK NOT DEFINED.33
4.1 Name of the Department ................................................ Error! Bookmark not defined.33
4.2 Managerial Structure of the Department ........................ Error! Bookmark not defined.33
4.3 Office Work ....................................................................................................................... 34
4.3.1 Taking Orders from Customers: .................................................................................................. 34
4.3.2 Order Entry into the Database ..................................................................................................... 36
4.3.3 Complaint Management System Handling ................................................................................... 38
4.3.4 Email Service used: ...................................................................................................................... 41
4.4 Tasks .............................................................................................................................. 41
4.4.1 Installation: .................................................................................................................................. 41
4.4.2 Termination of Services(TOS) ...................................................................................................... 41
4.4.3 Made A Questionnaire ................................................................................................................. 42
4.4.4 Service Issues Activity .................................................................................................................. 42
SECTION 3............................................................................................................................. 43
CHAPTER NO 5 .................................................................................................................... 44
FINDINGS AND RECOMMENDATIONS ......................................................................... 44
5.1 Findings.............................................................................................................................. 44
5.2 Recommendations .............................................................................................................. 44
5.2 Conclusion ......................................................................................................................... 45
CHAPTER NO 6 .................................................................................................................... 46
SWOT ANALYSIS ................................................................................................................ 46
xi .
6.1 Strengths ............................................................................................................................ 46
6.2 Weaknesses ........................................................................................................................ 46
6.3 Opportunities ...................................................................................................................... 46
6.4 Threats .............................................................................................................................. 46
6.5 SWOT Matrix .................................................................................................................... 47
BIBLIOGRAPHY (REFERENCES) ................................................................................... 48
xii .
SECTION
1 CHAPTER NO 1 ............................................................................................................ 2
INTRODUCTION TO THE REPORT........................................................................ 2
CHAPTER NO 2 ............................................................................................................ 6
ORGANIZATIONAL INTRODUCTION ................................................................... 6
CHAPTER NO 3 .......................................................................................................... 14
STRUCTURE OF PTCL............................................................................................. 14
2
CHAPTER NO 1
INTRODUCTION TO THE REPORT
EXECUTIVE SUMMARY
The Company where I did my internship is called Pakistan Telecommunication Company
(PTCL)1. I was interviewed and hired by Mr. Awais Shah2, the Assistant Manager Human
Resource Department, PTCL Hyderabad. My internship started on 26/06/2014 and lasted for 6
weeks until 07/08/2014, with the official working hours starting from 9am to 5pm. During the
internship, I straddled in the department of Finance and Accounts along with the field work
associated with the department, under General Manager (Accounts).
Among the three sections in this report, the SECTION 1contains Introduction about the study
conducted, introduction about the Organization, the Structures of the Organization, which have
the local and the nation-wide structure of the organization,
SECTION 2 is about the Department in which I conducted the Internship, along with the
Services that are provided by the specified department at national and local level, winding the
section with the discussion of the overall activities conducted during the internship (along with
some screen shots of computer work done) at PTCL office in its Accounts Department.
SECTION 3 which is the last section of this report consists of the Findings I did during the
internship duration, Recommendations that I though would benefit the organization, along with
the SWOT Analysis and SWOT Matrix.
1 http://www.ptcl.com.pk 2 [email protected]
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INTRODUCTION
I have prepared this report as an essential requirement for the completion of the degree of
Bachelors in Business Administration (BBA). It has to be written after the completion of six
weeks internship, which is a necessary part of the degree completion with the aim to provide
the students with actual life experience and use their knowledge in practical work.
1.1 Reason for selecting the specific industry
The Telecom Sector is spreading all over the world and it is going to be the essential part of
the lives of the humans. It is going through a process of rapid change in the world of
technology. In line with global trend and for meeting the emerging demand, major initiatives
have been taken by PTCL too to upgrade its network and also to introduce a range of new
value added services to satisfy customers. Technology is the need of today’s customers so I
have selected PTCL for my Internship.
1.2 Purpose of the Internship
There are many reasons:
1. To fulfill the requirements for the degree of the Bachelor of Business Administration,
a four year program from the University of Sindh Laar Campus, Badin.
2. To see the practical world of what we studied during the four years program.
3. To understand how the practical organizations apply the knowledge of the theories.
4. To study the organization for its function and analysis on the basis of the study.
5. To make recommendations on the basis of the study done.
1.3 Scope of the Study
During the internship, I straddled in the department of Finance and Accounts along with the
field work associated with the department, such as:
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i. Accounting System
ii. Generation of Funds
iii. Finance System
iv. Sources & Allocation of
funds
v. Mobilization of Funds
vi. Customer Billing
(Accounts)
vii. Revenue (Accounts)
viii. Customer Care System
5
1.4 Methods of Collecting Data
I have collected the data for this report in many ways. I used Primary data, as well as
secondary data for completing the task of report writing about my internship. Some of the
methods I used are discussed below.
1.4.1 Use of Primary Data
I used Primary Data for completing the report by the following ways:
i. Self-Observation
ii. Discussions with the officers
iii. Marketing
iv. Informal interview from the customers
1.4.2 Use of Secondary Data
I also used Secondary Data for completing the report writing. Some of these methods are
as follows.
i. PTCL Brochures
ii. PTCL Website
iii. Internship reports of seniors and friends
iv. Staff Training program guides
v. Guidance of Supervisor and other teachers
1.5 Hurdles in the Study
I also faced some hurdles during the making of the report. There were so many hurdles but I
mention only those which seems to be important to be discussed here. Some of these hurdles
are:
i. Lack of Resources.
ii. The internees are not provided with opportunities of doing things themselves
during internship, making it difficult for them to understand technical things.
iii. Limited Financial and Technical Resources also affected the study. Such as
traveling to customer premises in the field work.
iv. No stipend for internees.
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CHAPTER NO 2
ORGANIZATIONAL INTRODUCTION
2.1 Introduction & Historical Background of PTCL
Pakistan Telecommunication Company Limited (PTCL) is a corporation and a leading
telecommunication authority in the State of Pakistan. PTCL is largest telecommunication
company of Pakistan. It has reached its service to almost every part of the country. (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 with more the 2000
exchanges all providing at least the fixed line network and the dialup internet service.
Whether it is an office in the largest city of Pakistan or a home in a small village, PTCL is
present in every corner of Pakistan to serve its customers providing several services.
Some of its services are named below:
Broadband
IPTV
EVO Wireless
Dialup Internet
Telephone
PTCL is established since 1947 by establishing Posts and Telegraph’s Department,
proceeding to establishing Pakistan Telegraph and Telephone Department in 1961, then in
1990-91, it went to become Pakistan Telecom Corporation, after which in 1996,PTCL
became listed in all stock exchanges of Pakistan, further in 1998, its subsidiaries of Mobile
Services, and Internet Services started on the name of Ufone and PakNet, coming to the year
2000, it Finalized its Telecom Policy. It also announced in year 2003, the Telecom
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Deregulation Policy, finally in 2006, Etisalat (The Telecom Company of United Arab
Emirates) took over its Management and it is still holding the status of backbone for
country's telecommunication infrastructure despite arrival of a dozen other telecom
competitors including telecom giants like Telenor, China Mobile, Wateen Telecom, Mobilink
and others. President and CEO of PTCL is Mr. Walid Irshad.
1947 Posts & Telegraph Dept. established
1962 Pakistan Telegraph & Telephone Deptt.
1990-91 Pakistan Telecom Corporation
ALIS: 850,000
Waiting list: 900,000 Expansion Program of 900,000 lines initiated
(500,000 lines by Private Sector Participation
400,000 lines PTC/GOP own resources).
1995 About 5 % of PTSL assets transferred to PTA, FAB & NTC
1996 PTCL Formed listed on all Stock Exchanges of Pakistan
1998 Mobile & Internet subsidiaries established
2000 Telecom Policy Finalized
2003 Telecom Deregulation Policy Announced
2005 26 & Shares by Etisalat UAE through open bidding
2013 26% Etisalat and 62% State owned corporations and 12% public shares
2.1.1 Vision
To be the leading Information and Communication Technology Service Provider in the
region by achieving customer satisfaction and maximizing shareholders' value'.
The future is unfolding around us. In times to come, we will be the link that allows global
communication. We are striving 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.
2.1.2 Mission
To achieve our vision by having:
An organizational environment that fosters professionalism, motivation and quality
An environment that is cost effective and quality conscious
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Services that are based on the most optimum technology
"Quality" and "Time" conscious customer service
Sustained growth in earnings and profitability
2.1.3 Core Values
Professional Integrity
Customer Satisfaction
Teamwork
Company Loyalty
2.2 Company Profile
The following data is added here as the Company’s Profile.
(Pakistan Telecommunication Company Limited, p.
http://www.ptcl.com.pk/aboutusc.php?NID=90)
PTCL is all set to redefine the established boundaries of the telecommunication market and is
shifting the productivity frontier to new heights. Today, for millions of people, we demand
instant access to new products and ideas. More importantly we want them for their better living
standards with increased values in this ever-shrinking globe of ours. We are setting free the
spirit of innovation.
PTCL is going to be your first choice in the future as well, just as it has been over the past six
decades.
2.2.1 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 you get options like Caller-ID, call-forwarding, call-
waiting, Call Barring, to name a few.
2.2.2 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), Teleplus
(ISDN/BRI), Digital Phone Facilities/ Modification Charges, UAN, UIN.
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2.2.3 Nationwide Infrastructure:
We have the largest Copper infrastructure spread over every city, town and village of
Pakistan with over million installed lines.
The network has over 0.5 million POTS ports with more than 250,000 Broadband ports in
13 major cities.
2.2.4 National Long-haul Core Network:
We have over 10,400 km fully redundant, fiber optics DWDM backbone network. It
connects over 840 cities and towns with 270G bandwidth.
2.2.5 Carriers Services
As carriers-carrier, we provide the core infrastructure services to the cellular, LDIs, Local
Loop operators, ISPs, Call Centers and payphone operators.
We provide all carrier services, right from inter-connects and telehousing to DPLC and
IPLC connectivity. Our interconnect services are provided from our 3200 exchange
locations that connect your carriers networks domestically, in addition to providing IPLC
bandwidths to connect you internationally through our 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 (Skylink) is provided using the Intelsat Satellite System, an
undisputed leader in satellite communications.
2.2.6 White Label Services:
PTCL customers can now provide uninterrupted services to their clients without
undertaking large scale investment in infrastructure or developing expertise in their own
network.
PTCL White Label Services are focused on speed and simplicity at minimal capex. This
will enable our customer to offer their own branded WLL, DSL etc to customers
nationally, together with an array of key support services.
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2.2.7 Broadband Pakistan:
PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. In
less than two years of it launch, PTCL has acquired over 150,000 Broadband customers
in over 150 cities and towns across Pakistan, leading the proliferation and awareness of
Broadband services across Pakistan.
With its entry in this market segment, PTCL opened up a broadband culture in Pakistan,
where till a couple of years back there was very little awareness in the country about
broadband & high speed internet services. PTCL made the broadband technology
affordable by lowering the barriers to entry, by geographically bringing the service within
the reach of a common user across Pakistan and by continuous improvements in customer
care for the service.
Unique offers that makes PTCL’s Broadband unmatchable are special packages for the
student segment, FREE modem and installation, FREE dial up service for its Broadband
customers and FREE access to movies, music, classical Pakistani dramas, cricket
matches, gaming, educational and religious content on PTCL’s entertainment portal
‘BUZZ’, (made exclusive only to PTCL Broadband subscribers). PTCL also offers
multiple FREE personalized e-mail accounts exclusively to its broadband users. In
addition, PTCL recently doubled its broadband speed for all its existing and new
customers at the same price, making 1 MB as its minimum offered speed.
For a connection you simply dial 0800 8 0800 or visit www.ptcl.com.pk
2.2.8 IPTV Service (Smart TV):
Using its state of the art Broadband network, PTCL entered the media sector on 14th
August 2008, by launching a digital interactive television service for the first time in
Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought
Pakistan in the list of a few countries across the globe that offer this state of the art
interactive TV service to its subscribers.
Branded under ‘PTCL Smart Line’, the service includes Interactive Television,
Broadband and voice telephony all at the same time on PTCL’s telephone line. Besides
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offering the highest digital quality TV picture, the most revolutionary section of this
offering is the ability to ‘rewind’ and ‘pause’ live TV channels, the ability to block /
unblock any TV channel for parental lock and the ability to search through video on
demand content. Currently PTCL Smart TV offers its viewers over hundred live channels
and over 350 local and international Movie titles ‘on Demand’. The service for now is
available in four cities Karachi, Lahore and Rawalpindi Islamabad however is planned to
be expanded to all the major cities and towns across Pakistan during the year 2009.
2.2.9 Pak Internet Exchange:
It is the only IP enabled network with 40 (number increase) point-of-presences (POP) in
26 cities. The existing 16G active bandwidth is used for internet, data, video and video-
conferencing services and for voice of LDI. All PTCL Broadband users, narrow band
users, corporate, mobile operators, and ISP are connected to this network.
2.2.10 V-fone:
PTCL also continues to be the largest CDMA operator in the country with approximately
1.25 million V-fone customers.
It offers fixed wireless telephone for your homes & business. With CDMA2000 1X
technology, ours is the largest WLL network with a capacity of 2.6M, covering over
10,000 urban & rural areas. The network is already enabled for Voice, Dialup-Internet
access (153.6kbps) and EVDO Broadband.
V-fone can be bought from our franchises or by dialing 1236 and it will be delivered
within 48-72 hours.
2.2.11 International Network
SEAMEWE-3 Submarine Cable System:
PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing Station at
Karachi. SMW-3 cable connects 39 cable landing stations in 33 countries and four continents.
SMW-3 is the longest system of the world with a total length of 39,000 Km.
SMW-4 Submarine Cable System:
SMW-4 is a relatively new submarine cable system (inaugurated in December 2005) and links
14 countries with 16 landing stations across Europe, Middle East and Asia. The system is using
Terabit DWDM technology to achieve. The link between any two destinations is STM-1.
SMW-4 is designed for relatively higher traffic volumes.
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I ME WE cable details and Status with Map:
IMEWE Submarine Cable is a Tera bit capacity submarine cable system connecting India to
Western Europe through Middle East. The Cable system is 13,000 km long with 10 landing
points in 8 countries.
Satellite Communication:
PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. These installations
provide the diversity for International voice connectivity and also work as Hub for domestic
satellite users. There are four Intelsat Standard B Earth Stations at Islamabad, Gilgit, Skardu
and Gwadar.
3.0 Products and Services of PTCL
The product and services that PTCL is providing to its customers are as follows.
Prepaid calling cards
PTCL prepaid calling cards gives nationwide access with international facility. It comes in
easily affordable denominations of Rs.100, 250, 500, 1000 & 2000. These cards are easily
available throughout the country and it is easy to use it from any PTCL digital phone. Customer
has to pay neither line rent nor bill. In November 2003 PTCL launched 100 denomination
prepaid calling card with advanced features.
Aasan prepaid telephony
Aasan phone is a landline prepaid telephony service, launched in May 2004. This service works
just like the other prepaid services where accounts are recharged with a prepaid phone card.
The prime objective of this service is to facilitate the customer in getting a new connection
with minimal documentation. Aasan cards are available in Rs.500, 1000 and Rs.2000
denominations.
Toll Free Service (0800)
This service is available to corporate customers for their customer’s convenience. It provides
corporate customers with effective and dynamic telemarketing tool. Telemarketing is becoming
the most popular way of marketing around the world as selling products and services on the
phone is the most economical i.e. you reach more customers in minimum time. Toll free
numbers start with 0800. Customers can call the company on toll free number with out any
cost.
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Universal Internet Number (UIN)
Due to the boom in telecom sector ISPs continue to mushroom at around the country. UIN is a
number starting with 131 used for accessing internet e.g. 13199199. UIN number is assigned
to each ISP by PTA. The call dialed is charged as one local call irrespective of its duration.
Internet service in Pakistan has constantly improved due to the technological advancements.
Installation charges for UIN is Rs.20, 000 while recurring charges are received in advance on
quarter basis at Rs.3000 plus 15% GST per quarter per number. NTR-1 has shown billing of
Rs.255, 000 while received Rs.96, 000.
Premium rate service (0900)
0900 numbers are used throughout the world to provide information via telephone at a
premium rate higher the regular call charges. In case of these calls 60% of the total revenue
goes to the company called while 40% is transferred to PTCL.
Digital Subscriber Line (DSL)
DSL stands for digital subscriber line. With the help of DSL a customer can enjoy Fax and
Internet facility without keeping their normal telephone number busy. Customer can enjoy
voice chat from telephone with high speed. It is of different band width 64kbps, 128, 256 and
of1024kbps. PTCL does not sells this directly to the ultimate customers but sell it to the ISPs
like Paknet, Comsat, Micronet, Cybernet, Dancom etc. PTCL charges ISPs on the basis of their
customers. PTCL charges either Rs.217 per connection per month from ISPs when they give
connection or 5 % of the total bill for which ISPs charge their customer depending upon the
contract signed between PTCL and ISP. In the second case the ISP is required to send a copy
of all the customers’ bills to the PTCL revenue department.
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CHAPTER NO 3
STRUCTURE AND DEPARTMENTS OF PTCL
3.1 Structure of Organization
An Organizational Structure clarify the roles of personnel 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 come
the SEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP (Operations),
SEVP(Technical), and SEVP (Human Resource Management), SEVP (Marketing & Business
Development).Then there is a chain of Executive Vice Presidents (EVPs) like EVP (Finance
Central), EVP (Marketing), EVP (HR Central), EVP (Accounts), EVP (Operation), EVP
(Information Technology, Training & Research), and EVP (Revenue). All these are appointed
at Pakistan Telecommunication Company, Headquarters at G-8/4, Islamabad. Apart from these
EVP, there are also EVP (Operation), EVP (HR) etc who are heading the other regions of PTCL
in major cities country wide. Then there are Chief Engineers and General Managers at H/Qs
who report to their relevant EVP. Then there are Senior Managers, Deputy Directors, Assistant
Directors, 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 come the
Senior Managers (Operations), Senior Engineers (Operations), Engineers to look after the
telecom system of Regions. There are also Senior Managers Finance, Account Officers and
Accountants to Handle Regional account and billing matters. Manager HR & his staff are
responsible to take care of Personnel affairs at Regional Level.
In non-gazetted staff there are Engineering Supervisors Operations/Switching/Power
plant/Optical Fiber system/M.W Media, Revenue Officers, Account Assistants, Stenographers,
Assistants, Key Punch Operators, Telecom Technicians, Upper Division Clerks, Lower
Division Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, NaibQasids and Peons etc.
15
All the staff is recruited by the HR Department headed by SEVP HR. The HR experts are
responsible for hiring & to further streamline its recruitment process.
3.1.1 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,
Southern Telecom Region-II Karachi
Rawalpindi Telecom Region,
Hazara Telecom Region Abottabad,
Northern Telecom Region-I Peshawar,
Lahore Telecom Region (South),
Lahore Telecom Region (North),
Multan Telecom Region,
Faisalabad Telecom Region
Southern Telecom Region-I Hyderabad
Southern Telecom Region-V Sukkur
Western Telecom Region Quetta.
Switching network Central region Lahore.
These Regions provide Telecommunications services to the customers in their
respective areas. Apart from these, PTCL has an Optical Fiber Construction Region Lahore
and Optic Fiber System Islamabad, each headed by a General Manager.
3.1.2 PTCL Head Office Organizational Chart
3.1.3 Department Organizational Structure
AM
R.O
Manager
S.M (Fin & Ac)
Internship Department
U.D.C, L.D.C,
Stenos etc.
Line man, Tech:
Cable etc.
Tech:, Cable,
Line man etc.
E.S (Switch)
Engineer Engineer
CPE inst Assistant Clerks
Ass: B.M
Engineer Business
Manager S.E(switch) S.E (as above)
A.D.W A.D.W
Manage
r A.M
S.E Cord S.M(HR) S.M(D&Sp Project) S.M(Switch) S.M(Ops) S.M(MM)
G.M (A/N(D&M))
E.S (Bus)
T.O, Tech:,
Wire man etc
E.S develop
19
Note: So in the above structure I have scaled from SM, till Revenue officer. I did my internship
in Accounts department so Imentioned the names of only concerned designations and the
department structure is highlighted in the chart above.
Senior Manager(SM) Wasim Bakhtyar Shah
Manager Abdul Raheem Solangi
Assistant Manager Position Vaccant
Revenue Officer Ghulam Moinuddin, Javed Khatti
3.2 DEPARTMENTS OF PTCL
Every organization is divided into definite departments. Each department performs different
kind of jobs and requires staff with specialized skills to handle particular job. This increases
the efficiency of workers and makes `
The PTCL Head Quarters is comprised of several departments. The division is made on the
basis of function they perform. Hence it can be concluded that PTCL has adopted the policy
of functional departmentalization. The main departments of PTCL are mentioned below.
1. Human Resource Management Dept.
2. Finance Dept.
3. Commercial Dept.
4. Operational Dept.
5. Technical Dept.
6. IT Dept.
7. Corporate Affairs Dept.
8. Special Projects Dept.
3.2.1 Human resource management
It is a huge organization and being considered as one of the biggest company in Pakistan.
It has more than 56,000 employees and a huge network of organizational management has
been spread throughout the country.
PTCL is engaging a substantial number of experts and specialists of standing caliber in
different spheres of profession.
Job analysis and revision of jobs description was undertaken for improving the performance
standards.
20
To meet the future challenging situations in the face of privatization and post monopoly
challenges, a corporate culture and competitive environment has to be developed, for which
all the available resources have been taped.
Special training courses and workshops have been conducted for the top and middle
management through reputed organizations like LUMS.
Efforts are being made to improve productivity and efficiency of the Company while
emphasis is also being placed on effective management employees relationship and better
line of communications to achieve corporate goals
3.2.2 Finance department
This department is divided into following three sub-sections: Finance
Accounts
Revenue
The Finance Wing deals with the revenue matters of the company & the Accounts Wing
is responsible for proper book–keeping of the financial transactions, commercial audit &
preparation of periodic accounts of the company. The Accounts Office of PTCL is in
Lahore.
Finance is the backbone of every organization because without finance any organization
can’t run its business. It plays an important role in determining the long-term objectives
and evaluating the feasibility of the business. The financial activities of PTCL have been
split up into three major branches: Finance, Accounts & Revenue. The details regarding
this section will be covered in finance section with reference to my project
21
3.2.3 Commercial Department
Commercial section with qualified/experienced staff is being established.
Company section is taking both short-term and long-term view of emerging trends of highly
competitive markets as its monopoly is coming to an end.
It analyzes all the possible Company options, i.e. introducing new services, adopting new
technologies to maintain the leading role in the sector and preserve its dominant position
in the industry.
The Company likes to reiterate that it will continue to play a prominent role in Telecom
sector of Pakistan.
It considers that one of the most important aspects of the forthcoming competitive
environment is pricing of products and services.
The new paradigm would require cost-based services with thin-profit margins but higher
volumes. Inherently, PTCL services were not cost-based. There were in-built subsidies
and long distance calls, both domestic and international, were highly priced. The
Company, therefore, evolved strategies of gradual price rationalization
Commercial department should try to make PTCL the most profitable organization, which
should generate a great deal of revenue in local & foreign currency.
3.2.4 Operational Department
Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as well
as with other corporations.
3.2.5 Technical Department
This department is engaged in the management and control of technical aspects of the
company, e.g. technical manpower, technical training, technical equipment, etc.
3.2.6 IT Department
This department is established to introduce new and advance technology in PTCL. Due to IT
department working system is to converted in a computerized system.
22
3.2.7 Corporate Development Department
This department deal corporate level issues such as PTA, International Telecom Union, Legal
and Regulatory affairs etc.
3.2.8 Special Projects Department
This department is doing their activities on behalf of president.
3.2.9 STRUCTURE OF THE FINANCE DEPARTMENT
Initially, Finance Department was supervised by GM but after the recent change in
management structure, Finance Department of PTCL is headed by Senior Executive Vice
President (Finance), who is responsible for accounting and finance functions of the
organization. The Senior Executive Vice President is the head of Accounts Department and
the Vice Executive President Finance is the head of Finance Department.
Diagram 3.2.2
Hierarchal Structure of Finance Department
GM(Stores) GM(Accouns)
EVP(Accounts)
GM(Finance)
EVP(Finance)
GM(Revenue)
EVP(Revenue)
SENIOR VICE EXECUTIVE PRESIDENT
Senior Vice Executive President (Finance)
Executive Vice President (Accounts)
Executive Vice President (Finance)
Executive Vice President (Revenue)
General Manager (Store)
General Manager (Accounts)
General Manager (Finance)
General Manager (Revenue)
3.2.10 FUNCTIONS OF FINANCE DEPARTMENT
Finance system of the organization
23
Accounting system of the organization
Mobilization of funds
Generation of funds
Allocation of funds
3.2.11 Finance System of the Organization
Finance is the backbone of every organization because without finance any organization
can’t run its business. It plays an important role in determining the long-term objectives
and evaluating the feasibility of the business.
Finance Wing
Split up into three major branches; Finance, Accounts & Revenue.
G.M Finance heads this department. The responsibilities of the General Manager
(Finance) usually fall in the area of financial management, preparation of annual budgets,
determining the revenue targets for the year, investor, and banker relations and
controlling the Directors revenue in all the regions.
Budget Wing
Budgeting is the most effective instrument to exercise quality control over the financial
resources of an organization and their better utilization. A budget is a comprehensive
financial plan setting forth the expected route for achieving the financial & operational
goals of an organization. The companies engaged in large-scale business essentially have
a budget department to carry out budgeting for the coming financial year. Various
functions performed by Budget Dept. of PTCL are:
Allocation of funds to different head of accounts.
Disbursement of funds or physical transfer of funds to different heads of
accounts.
Receive and analyze budget reports.
Recommended actions designed to improve efficiency where necessary.
Classification of Budget
For simplicity and application, a master budget is classified into following categories:-
1. Revenue Budget.
2. Working Expenditure Budget.
3. Capital Expenditure Budget.
24
The Revenue Budget consists of estimated collections under different receipts heads while
Working Expenditure Budget includes the estimated amounts to be incurred during the
budgetary period for operational needs. The capital expenditure budget is mainly developed
with the consent of Development wing and the details are given in the Annual Development
Program.
Tariff Wing
Tariff Wing is further divided into international tariff and domestic tariff. International tariff
means international business with the whole world i.e. international communication with
different countries. However, there is no direct connectivity with all the countries. There are
only 40 countries with which PTCL is directly connected through satellite while the remaining
international connection of traffic to other countries through different carriers. There are 52
carriers for this purpose. There are 220 destinations in the whole world to which there is
international communication but the active relationship of PTCL with 52 carriers. The tariff
department decides about TAR & routing plan for international traffic. It also issues Transit
Charges Agreement for those countries to which there in no direct connectivity. Due to I.T
boom, tariff is going to be changed frequently e.g. for international leased circuits, domestic
leased circuits rates are frequently changing and for this tariff department has to work out
25
3.2.12 Accounting System of the Organization
The accounting system of PTCL is to comply with requirements of companies’ ordinance, 1984
and approved Accounting standards comprise of such IASs as notified under the provision of
the companies ordinance 1984. International Accounting Standards (IAS), as applicable in
Pakistan in all respects. Wherever the requirements of the company’s ordinance 1984 of
directives issued by the securities and exchange commission of Pakistan differ with the
requirements of these standards. Generally accounts are prepared and maintained on
government pattern as well as commercial pattern on accrual basis of bills receivable and bills
payable and also are exhibited the profit and loss account and balance sheet showing the assets
and liabilities.
The revised cash account current (ACE-40) Performa is based on double entry system which
indicates the debit and credit under each head of account viz cash/bank shows the balance in
hand ceiling cash and direct payment and the closing balance. All Drawing and Disbursing
Officers furnish commercial accounts at Lahore, where all items are separated analyzed and
noted in necessary books for preparation of financial statements.
In the Accounting system of organization, proper books of Accounts have been kept by the
company as required by the companies’ ordinance, 1984.
The balance sheet and the profit and loss account together with the notes thereon have been
drawn up in conformity with the company’s ordinance, 1984.
The balance sheet, profit and loss account, cash flow statement and statement of changes in
equity together matches with approved accounting standards as applicable in Pakistan, and give
the information required by the companies ordinance 1984 in the manner so required and
respectively give a true and fair view of the state of the company’s affairs as at June 30 of every
year and of the profit, its cash flows and changes in equity for the year then ended.
3.2.13 Generation of Funds
An organization can be called self-sufficient if it is producing its maximum cash flow from
operating activities. The table and given below chart for last five years data indicate that PTCL
is producing maximum of its cash flows from operating activities.
26
3.2.14Use of Electronic Data in Decision Making
Mostly offices of PTCL are well equipped with computers and EDP facilities.Data is
recorded on CDs and these CDs are sent to Finance department and Director Commercial
Accounts Lahore as cash accounts by regional heads. This data is fed in a main "SERVER"
for use of different sections in decision making. For example balances of General Provident
Fund, House Building Advance and Motor Cycle/Car Advances, Pay roll, etc are needed in
pension section to prepare final emoluments of a retiring employee. This requisite
information are taken from this "SERVER" (Book & Budget Record Section) for necessary
decision.
PTCL has a sound MIS System which helps all other departments in decision making and also
to preserve it for future needs. Recently, the organization provides a separate internet
connection to all its officers, so that they may connect to higher management regularly, keep
their knowledge fresh about organization strategies/affairs and also for correspondence to other
officers and higher management.
3.2.15 Mobilization of Funds
PTCL purchases raw material from Ericson, Alcatel and AT&T, Italian, Sweden and
American's firms. It also borrows finance from internal and external sources. These raw
material, finance and human resources are put in together in different operational activities
and revenue is earned. After excluding the costs of different expenses from total revenue,
profit or loss is framed for one year. Then net profits are added in company's reserves. As this
phenomenon mobilizes of funds is a continuous process.
3.2.16 Sources of Funds
Following are the major sources of funds of PTCL.
Issued, subscribed and paid up capital.
Long term and short term loans from different syndicates i.e.; Banks, Bankers Equity
Ltd etc
Income from operations
Funds from securities
Funds from Gross provident Funds
27
Income from its subsidiaries like CTI & Pak-Net etc.
International telephone represents revenue from foreign networks.
3.2.17 Allocation of Funds
In PTCL funds are allocated by a sound system of charts of accounts. All the Drawing and
Disbursing Officers are assigned their specific code range through which necessary budgets
and grants are allocated. All the heads have also their code numbers which is easy to
computerize.
3.2.18 No. of Employees in Finance Department
There are about 3600 employees working under the department of Finance. Which include
Senior Executive Vice President Finance, Executive Vice President Finance, General Manager
Finance, Senior Finance Officers, Director Finance and Account Officers, etc.
Senior Executive Vice President Finance 01
Executive Vice President Finance.
Accounts
Finance
Revenue
03
General Manager Finance /Director Finance/Chief Engineers 20
Senior Account Officers 75
Account Officers etc. 175
Assistant Director, Assistant, Clerks, etc 3600
3.3 Critical Analysis of Theoretical Concepts Relating to Practical Experiences
(FINANCE DEPARTMENT)
In my opinion, The Finance Department of the Company has complied with all the material
requirements of the Code of Corporate Governance. Proper accounting system is followed to
28
record, classify, and summarize accounting data and information in conformity to Companies
Ordinance 1984 and International Accounting Standards as applicable in Pakistan. My findings
are as follow:
Proper books of accounts of the company have been maintained.
The financial statements prepared by the management of the Company present fairly its
state of affairs, the result of its operations.
Appropriate accounting policies have been consistently applied in the preparation of
financial statements and accounting estimates are based on reasonable and prudent
judgment.
International Accounting standards, as applicable in Pakistan, have been followed in the
preparation of financial statements and any departure therefrom has been adequately
disclosed.
The system of internal controls is sound in design and has been effectively implemented
and monitored.
There are no significant doubts about the company’s ability to continue as a going concern.
There has been no material departure from the best practices of corporate governance, as
detailed in the listed regulations.
The company is not fully computerized yet and for this reason there are few problems like slow
reporting, less efficiency, etc. furthermore all employees of finance department do not have
sufficient computer skills to carry out the routing work of the finance department on computer
based system which in turn reduces the overall efficiency of the finance department of the
company. The company is not providing any proper training to the staff of finance department
on new technologies to update their knowledge which also affects the performance of the
finance department. All accounts and finance offices are not interconnected due to this reason
communication between these departments gets slow that affects performance of the
department. Receivable management of the company is not very good as there are huge
amounts of outstanding bills are overdue and yet to be collected.
3.4 RATIO ANALYSIS
29
Horizontal and vertical analyses compare one figure to another within the same category. It is
also essential to compare figures from different categories. This is accomplished through Ratio
Analysis.
Ratios may be classified in number of ways. Different kinds of ratios are selected for different
type of situations.
3.4.1 Balance Sheet Ratios
These ratios are also called financial ratios. The components of these ratios are drawn from the
balance sheet.
3.4.2 Profit & Loss Account Ratios
These ratios are also called operating ratios. The items used for the calculation are taken from
profit & loss account statement i.e. Gross Profit Ratio, Stock Turnover Ratio etc.
3.4.3 Inter-Statement or Combined Ratios
The information required for the computation of these ratios is normally drawn from both
Balance Sheet and Profit & Loss Account. For Example: Net profit to fixed assets, Debtors
turnover ratios etc.
The company uses the following ratios in order to arrive at definite conclusion concerning
liquidity and solvency.
3.4.3 Net Margin
The ratio of net Profit after tax to net sales is called the Net profit margin. It indicates the
profitability generated from revenue and hence is an important measure of operating
performance.
2013 2012 2011
13302 (Rs mn) 14,482 15,762
3.4.4 Return on Investment
Return on investment (ROI) is a key, but rough, measure of percentage. ROI shows the extent
through which earnings are achieved on the investment made in the business.
There are basically three ratios that evaluate the return on investment. These are:
� Return on total assets
30
� Return on equity
3.4.5 Return on Assets
The return on total assets (ROA) indicates the efficiency with which management has used its
available resources to generate income.
2013 2012 2011
2.21(%) 7.47 7.70
3.4.6 Return on Equity
ROE measures the overall firm performance. ROE compares net profit after taxes (minus
preferred stock dividends, if any) to the equity that shareholders have invested in the firm:
2013 2012 2011
3.47 11.27 11.60
3.4.7 Liquidity Ratios
Liquidity is a company’s ability to meet its maturing short term obligations. Liquidity is
essential to conducting business activity, particularly in times of adversity, such as when
business is shut down by strike or when operating losses ensue due to an economic recession
etc. Liquidity ratios are static in nature as of year-end. Therefore, it is important for
management to look at expected future cash flows. If future cash outflows are expected to be
high relative to inflows, the liquidity position of the company is deteriorate.
3.4.7.1 Current Ratio
Current ratio is equal to current assets divided by current liabilities. This ratio is used to
measure the ability of an enterprise to meet its current liabilities out of current assets. The
formula can be written as:
2012 2013 2014
2.03 2.51 2.61
3.4.8 Price Earnings Ratio
31
The market price per share of a firm’s common stock divided by the most recent 12 months of
earning per share.
2012 2013 2014
29.37 8.04 7.39
3.4.9 Debt / Equity Ratio
The debt/equity ratio is a significant measure of solvency since the high degree of debt in
capital structure makes difficult for organizations. Excessive debt will result in less financial
flexibility .Debt/equity ratio equals to total liabilities divided by equity.
2012 2013 2014
0.57 0.50 0.50
3.4.10 Total Assets Turnover
The total asset turnover ratio is useful in evaluating a company’s ability to use its asset base
efficiently to generate revenue. A low ratio may be due to many factors, and it is important to
identify the underlying reasons.
2012 2013 2014
1.18 1.13 1.09
3.4.11 Earning per Share
Earnings per share indicate the amount of earnings for each common share held. Earnings per
share are useful indicator of the operating performance of the bank.
2012 2013 2014
0.71 2.61 2.84
32
SECTION
2 CHAPTER NO 4 .......................................................................................................... 32
INTERNSHIP DEPARTMENT AND DUTIES PERFORMED DURING THE
INTERNSHIP ............................................................................................................... 32
33
CHAPTER NO 4
INTERNSHIP DEPARTMENT AND DUTIES PERFORMED DURING
THE INTERNSHIP
4.1 Name of the Department
The name of the Department where I did the Internship of six weeks duration was
Finance and Accounts. Its acronym is F & A. I was under the supervision of Revenue
Officer, and was hired for the Internship by Assistant Manager Human Resource
Department.
4.2 Managerial Structure of the Department
Fig: Managerial Structure of the Department
Internship
Department
AM
R.O
Manager
S.M (A/c) S.M(HR)
S.M (D &Sp Project)
S.M(Switch)
S.M(MM)
G.M (Functionality & Administration)
EVP
SEVP
President
34
I did my internship in Accounts department so I mentioned the names and designations
of employees of that department only, and the department structure is highlighted in the
chart above.
Senior Manager(SM) Wasim Bakhtyar Shah
Manager Abdul Raheem Solangi
Assistant Manager Position Vaccant
Revenue Officer Ghulam Moinuddin, Javed Khatti
4.3 Office Work
During my internship, I performed some duties at the office of the Accounts Department, PTCL
Badin. These duties assigned to me are listed below.
4.3.1 Taking Orders from Customers:
I used to take the orders from the new customers, Customers either have to call to the office
or they can also walk in to the office and place the order.
4.3.1.1 Regular Customer
The following information are collected from the customer
a. Name:
b. Father Name:
c. Phone No:
d. Mobile No:
e. Address:
f. Package to choose:
4.3.1.2 Customer as a Student
The following information are taken when any student place an order
a. Student Name:
b. University/College
c. Registration No in the Institute:
35
4.3.1.3 Forms
The following one or two forms are used (2nd form for student package if required) for the
collecting of order.
Form No 1 Ordinary DSL Apply
Form No: 2 Student Package DSL Apply
36
4.3.2 Order Entry into the Database
After taking of the order, I used to work on the Computer to enter the information into the
database and to issue a username and password for the customer along with the allotment of
ADSL Modem
PAKISTAN TELECOMMUNICATION COMPANY LIMITED
To Whom It May Concern
It is certified that Mr./Miss _______________________________________________
S/D/O __________________________________ Registration No: _______________
student of Class/Grade _____________ of this institute/School/College
___________________________________________________
This certificate is issued to him/her for the PTCL DSL connection “Student Package”
against Telephone No. 0928 - ___________________ with the permission of his/hers
father /guardian.
_________________________ _________________________
Father/Guardian’s Signature Principal/Head of Institute
(Full Name & NIC No) (Seal and Signature)
37
The Following Screen Shots of the Computer Software which were used
Fig: Computer Software Screen 1
Fig: Computer Software Screen 2
38
Fig: Computer Software Screen 3
Fig: Computer Software Screen 4
39
Fig: Computer Software Screen 5
4.3.3 Complaint Management System Handling
The officers also used the software system to manage the complaints of the customers. This
Software was called Complaint Management System (CMS)
The following are the screen shots of the software used for this purpose:
Fig:CMS Screen 1
40
Fig: CMS Screen 2
Fig: CMS Screen 3
From this software system, the complaint was assigned to Linemen or CPEInstallers as
required and then notification issued accordingly.
41
4.3.4 Email Service used:
The officers’ also used and online Email application in their offices for contacting with their
higher Managers or Bosses. Following is the Login Screen Shot of the Online Email Software
System.
4.4 Tasks
During at internship, I performed some duties at the field. These duties are mentioned below:
4.4.1 Installation
I performed Installation for the customers who placed orders the day before. I used to take
the Modem issued, write down the username and password of the customer, and prepared to
do the installation.
4.4.2 Termination Of Services (TOS)
One of the duties assigned to me during internship is TOS or Retention process. The
connections which are disconnected due to differed numbers, one way suspension, two way
suspension and closed connection, so I have to call these customers and ask the problems why
there connection was off and then I have to motivate them to reactivate there connection.
42
4.4.3 Made a Questionnaire
I have made a questionnaire during my internship’ task that divide customers in different
segments that how many customers are in each segment.I.e. Not Account for, Unpunch, one
way suspension, two way suspension and differed numbers.
4.4.4 Customer Issues Activity
Customer issues activity is to know what type of problems customers are facing and customers
are agree to activate connection rather they are disagree, line problem, installment or either
they want new numbers.
43
SECTION
3
CHAPTER NO 5 .......................................................................................................... 43
FINDINGS AND RECOMMENDATIONS .............................................................. 43
CHAPTER NO 6 .......................................................................................................... 45
SWOT ANALYSIS ...................................................................................................... 45
44
CHAPTER NO 5
FINDINGS AND RECOMMENDATIONS
In this chapter, I am going to discuss the findings and my view of recommendations which I
faced and thought during the internship. These findings and recommendations will help the
organization to serve the customers in a more better way and will enhance their capabilities of
performing earning at the area of Badin and they will get the high value than those upcoming
competitors of it.
5.1 Findings
Below are some of the observations which I did during my internship duration. I mention it
here for the purpose to enhance the capabilities of the organization of my Area if these are
considered by the managers. They will also have an edge on the upcoming competitors of them
and will not let them loose their potential customers.
1. No proper support from the top managers.
2. The employees were not trained enough and were not having enough knowledge about
the work they were performing.
3. The most of the persons working in the finance department are irrelevant i.e. they
belong to other cadres.
4. Finance related units/offices are not interconnected.
5. No 24/7 local support available.
6. No full co-ordination with the other departments.
7. No proper procedure of installing new connections due to which the complaints
increase and also some customers lose their confidence in the Broadband connections.
8. Poor Infrastructure
9. No Enough facilities to Internees.
5.2 Recommendations
Below are the recommendations which I found about the organization during my stay with
them for the purpose of internship. If these recommendations are acted upon, the organization
will be in a high profit then it is going now and high number of customers will be attracted to
them.
45
1. There should be a proper flow of communication between top and low level managers.
2. The employees should be sent for the national level training camps so that they can
serve the customers in a better way.
3. There should be appointed a well-educated staff for the better growth of the
organization (Relevant field).
4. Some setup for the 24/7 support should be made for the local peoples.
5. Some techniques should be developed by the top level managers to start proper co-
ordination among the different departments.
6. There should be a proper procedure of installing new connections to the new customers.
7. There should be some allowance for the internees for the assigned work so that the
organization and the internees both get benefits.
8. Whole finance related offices should be interconnected.
9. Employee should be updated with latest techniques related to finance.
10. PTCL management should give more emphasis towards customer satisfaction, delight
and retention.
11. PTCL Management should focus on their infrastructure.
5.3 Conclusions
To fulfill the requirement of the BBA degree program, I have completed my internship with
PTCL for about 1.5 months. During this period I have gained a lot of knowledge and practical
experience. I have practically realized the importance of individual/practical work.
The very important things which I learnt are, like any other basic sphere of modern socio-
industrial activities, Telecommunication is a main and important field for the development of
any country. The staff of organization is highly qualified and their behavior is friendly. Also
the working environment of organization is very good. So I recommend all students who do
their internship in future, should do the training program with PTCL because this is very good
institution of learning.
46
CHAPTER NO 6
SWOT ANALYSIS
6.1 Strengths
1. Best services in the Nation.
2. Personal Network Nationwide.
3. Low Rates.
6.2 Weaknesses
1. No Proper coordination with customers.
2. Lack of staff
3. No proper maintenance of the installing connections.
4. More Cable Breaks.
5. More burden on employees.
6. Un trained Staff.
6.3 Opportunities
1. Large Market
2. No Competitors (local)
3. Fresh graduates from the local University to hire so they will give the organization
more efficiency as the locals are more patriots.
6.4 Threats
1. Potential customers are loosed due to no proper installation procedures of new
connections. 2. Upcoming competitors. 3. Service Issues
47
6.5 SWOT Matrix
Strengths
(S) List strengths Opportunities
(O) List
opportunities Weaknesses
(W) List weaknesses Threats
(T) List threats
Strengths – S Weaknesses – W
SO
Strategies
Use strengths to take
advantage of
opportunities
1
2
3
Best service in the nation.
Personal Network
Nationwide.
Low Rates
1
2
3
4
5
6
No Proper coordination with
customers.
Lack of Staff
No proper maintenance of the
installing connections.
More cable breaks.
More Burden on employees.
Untrained Staff.
WO
Strategies
Overcome weaknesses
by taking advantage
of opportunities
ST
Strategies
Use strengths to avoid
threats
WT
Strategies
Minimize weaknesses
and avoid threats
Opportunities – O SO Strategies WO Strategies
1
2
3
Large Market.
No Competitors.
Fresh graduates from the
universities
1
2
Do More and More
advertising and Marketing to
be spreader before the
competitors arrive.
Make more customers before
the competitors arrive
1
2
3
Experts from the market
should be hired to make
proper procedures and testing
for the new connections.
Repair the cables on the time
to get edge on the upcoming
competitors.
Hire the fresh graduates for
more efficiency.
Threats – T ST Strategies WT Strategies
1
2
3
Potential customers are
loosed due to no proper
installation procedures of
new connections.
Upcoming competitors
Service Issues
1
2
3
Experts should be hired to
make proper procedures and
testing for the new
connections.
Use promotion of low rates,
and personal networks for
more edge over the upcoming
competitors.
Solve service issues to satisfy
customers.
1
2
3
Maintain the proper testing of
lines before installing new
connections.
Repair the cable breaks on
time to avoid loosing the
potential customers.
Maximize staff automatically
burden on employee will
decrease.
xlviii
BIBLIOGRAPHY Self Observation and Primary Data Collectiion
Financial management (H. Kent Baker)
Corporate Finance 12th edition (Jordan)
WE Research Company and Reports (PTCL Financials)
PTCL Finance and Accounts Department
PTCL Annual Reports 2012
PTCL Annual Reports 2013
REFERENCES http://en.wikipedia.org/wiki/Pakistan_Telecommunication_Company_Limited
http://www.ptcl.com.pk
www.wikipedia.com
www.google.com
http://www.we.com.pk (Research Company)
http://www.slideshare.com
SOURCES Sir. Tahal Kumar who guided me on each and every step (Laar Campus Badin)
Mr. Ghulam Moinuddin (Revenue Officer PTCL Badin)
Mr: Jave Khatti supervised me to know the functions of the Accounts and Finance
Mr. Awais Shah (Assistant HR Manager Regional Office Hyderabad)
Mr. Abdul Raheem Solangi (Manager Accounts Department Hyderabad)
PTCL Finance and Accounts Department