INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPNAY LIMITED

Submitted To: Director (IMS) Pro ! AMMAN ULLAH A"AN Submitted #$: ASI% ULLAH KHAN ROLL NO: &'( ##A)IT Se**io+ (,--.),-/-)

INSTITUTE

O%

MANA0EMENT

SCIENCES1

UNI2ERSITY

O%

SCIENCE

AND

TECHNOLO0Y #ANNU

INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPNAY LIMITED

Submitted To: Director (IMS) Pro AMMAN ULLAH A"AN Submitted #$: %AHAD SHAH 3E# ROLL NO: &'( ##A)IT Se**io+ (,--.),-/-) INTERNSHIP REPORT SU#ITTED TO THE DIRECTOR1 INSTITUTE O% MANA0EMENT SCIENCES1 IN PARTIAL %UL%ILLMENT O% THE RE4UIRMENTS %OR THE DE0REE O% #ACHLOR IN #USINESS ADMINISTRATOR IN IN%ORMATION TECHNOLO0Y

INSTITUTE

O%

MANA0EMENT

SCIENCES1

UNI2ERSITY

O%

SCIENCE

AND

TECHNOLO0Y #ANNU

INTERNSHIP REPORT ON PAKISTAN TELE COMMUNICATION LIMITED (PTCL) E5ter+67 E56mi+er:

Sign:

_______________________________

Name: _______________________________

DIRECTOR: Sign: Name: _______________________________ Pro AMMAN ULLAH A"AN

Su8er9i*or: Sign: Name: Stude+t: Sign: Name: _______________________________ %AHAD SHAH 3E# _______________________________ A%TA# KHAN

St6rt :it; t;e +6me o

Most Merciful and Graceful.

DEDIACATION I Dedic6te M$ t;i* e ort* To m$ 7o9i+< P6re+t*1 %rie+d* 6+d E*8eci677$ M$ $ou+<er #rot;er Mu;6mm6d N6*ir S;o6ib K;6+ (LAN tec;+ici6+ i+ ETISALAT) ";o*e I+*8ired me to ;69e A Lo+< 7i e Lo9e to Educ6tio+!

S!No.

TABLE OF CONTENT TOPICS

Preface Acknowledgement Executive summary

P6<e No!
8 9 ! //

C;68ter = /

INTRODUCTION TO INTERNSHIP REPORT

"#at is t#e $ur$ose of interns#i$ "#at ty$es of work can interns do at a site "#at is re%uired of t#e intern

C;68ter = ,

O2ER2IE" O% THE OR0ANI3ATION

&istory of P'() Pakistan 'elecommunication (om$any limited

/, * + , , 0 1 1 1 9 * ** *+ *,

C;68ter = >

STRUCTURE O% OR0ANI3ATION
Organization Structure -' .e$artment /f P'() STANDIN0 OPERATIN0 PROCEDURE /ur work Process S/P -nformation 2 .eskto$ utilities Process flow of deskto$ utility S/P -nformation 2 receiving and solving com$laint Process flow of receiving and solving com$laint S/P -nformation 2 for issuance and receiving it e%ui$ments Process flow of issuance and receiving it e%ui$ments .

C;68ter = ?

C;68ter = @

SER2ER AND RESI0N SOP S/P -nformation: for reallocation of -' e%ui$ment after 3esigned Process flow of reallocation of -' e%ui$ment after 3esigned SOP FOR FTTP

,@
*0 *4 *1

#I#LIO0RAPHY

>-

ACKNO"LE0MENT
I 6m 9er$ muc; t;6+A u7 to t;e :;o7e *t6 o PTCL He6d 4u6rter I*76m6b6d *8eci677$ t;e o icer* :;o <uided me1 9er$ :e77 coo8er6te me 6+d ;6d 9er$ <ood be;69ior :it; me! T;e 6bo9e *6id o icer* 6re 0M (ITBIO) Li6C6t A*<;6r A7i N6Dmi1 IT M6+6<er RiE:6+ A*;r6 6+d M6+6<er o IT A**et* Abb6** 6:6+! At t;e e+d 6+d 9rer$ muc; im8ort6+t7$ I 6m 9er$ t;6+A u7 to m$ re*8ected Mr! H6Di Am6+ A:6+ coordi+6tor1 Sir A t6b1 Sir 3ubir A;6+ B *ir M6Did A7i S;6; o IMS U+i9er*t$ o *cie+ce B tec;+o7o<$ #6++u or 967u6b7e <uid6+ce B 677 t$8e o Coo8r6tio+ i+ Com87itio+ o our re8ort!

%AHAD SHAH 3E# ##A)IT (,--.),-/-)

PRE%ACE

Ei<;t :eeA* i+ter+*;i8 i* t;e +ece**6r$ reCuireme+t* or t;e com87etio+ o #6c;e7or* De<ree! %or t;i* 8ur8o*e e6c; *tude+t* o #u*i+e** Admi+i*tr6tio+ i+ I+ orm6tio+ Tec;+o7o<$ ;6* to <o i+ 6+$ Or<6+iE6tio+ or t:o mo+t;* reCuire 8r6ctic67 :orA E58erie+ce 6 ter ;69i+< t;e A+o:7ed<e o t;eor$! I ;69e com87eted m$ i+ter+ *;i8 8ro<r6m i+ PTCL He6d 4u6rter I*76m6b6d! I com87eted m$ i+ter+*;i8 u+der t;e *u8er9i*io+ o 0M (IT B IO) Li6C6t A*<;6r A7i N6Dmi 6+d ot;er o icer* o IT De86rtme+t! I ;69e com87eted m$ i+ter+*;i8 rom /@F-.F,-/- to /.F-(F,-/-1 :it; u77 coo8er6tio+ o 0e+er67 M6+6<er 6+d *t6 o IT de8Gt PTCL He6d 4u6rter I*76m6b6d! I 696i7ed 6 u77 o88ortu+it$ 6bout 677 t;e i+ orm6tio+ 6+d A+o:7ed<e o PTCL! T;i* or<6+iE6tio+ 876$i+< 6 9er$ im8ort6+t ro7e re<6rdi+< 8ro9idi+< Commu+ic6tio+ to t;e Pub7ic to m6Ae T;eir Li9e* Pe6ce u7 6+d com ort6b7e!

%AHAD SHAH3E# ##A)IT (,--.),-/-)

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E5ecuti9e Summer$
5rom t#e 6eginnings of Posts 7 'elegra$# .e$artment in 9,1 and esta6lis#ment of Pakistan 'ele$#one 7 'elegra$# .e$artment in 94*8 P'() #as 6een a ma9or $layer in telecommunication in Pakistan. .es$ite #aving esta6lis#ed a network of enormous si:e8 P'() workings and $olicies #ave attracted regular criticism from ot#er smaller o$erators and t#e civil society of Pakistan. Pakistan 'elecommunication (or$oration ;P'(< took over o$erations and functions from Pakistan 'ele$#one and 'elegra$# .e$artment under Pakistan 'elecommunication (or$oration Act 99 . '#e =overnment of Pakistan sold *4> s#ares and control of t#e com$any to Etisalat in *!!4. '#e =overnment of Pakistan retained 4*> of t#e s#ares w#ile t#e general $u6lic #olds t#e remaining *>. P'() E?/ is Pakistan@s fastest += "ireless Aroad6and internet w#ic# offers its customers 2 Bsu$erior += internet ex$erienceC. "it# flexi6ility to roam freely like never 6efore8 in 99 cities Nationwide8 Evo "ireless Aroad6and is ena6ling t#e wireless 6road6and revolution in Pakistan in its true sense. So w#et#er you are =oing on a field tri$8 6usiness tri$ or a family reunion 2 downloading a song8 an image ric# $resentation or t#e latest e$isode of your favorite tv s#ow 2 wit# P'() E?/8 we let you s$end less time waiting and more time working and visiting your favorite we6 sites8 anyw#ere anytime you want. Dust $lug and $lay or work at #ome8 in t#e office or anyw#ere in 6etween wit# t#e unsur$assed 7 ama:ing s$eed of u$ to +. E6$s8 6acked 6y t#e country@s largest "ireless service $roviderF ex$erience t#e evolution of 6road6and revolution at its 6est.

C;68ter /
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/!/ ";6t i* t;e 8ur8o*e o i+ter+*;i8H -nterns#i$ is t#e ca$stone ex$erience t#at $rovides students wit# #andsGon8 realGworld ex$erience in a work setting. -deally8 interns#i$ will ena6le interns to: ;a< integrate and use t#eir knowledge and skills from t#e classroom8 ;6< discover w#ere furt#er com$etence is needed8 ;c< take ste$s to gain t#at com$etence under educational su$ervision8 and ;d< 6ecome 6etter ac%uainted wit# t#e ty$es of work settings in w#ic# suc# com$etence can 6e a$$lied. /!, ";6t t$8e* o :orA c6+ i+ter+ee do 6t 6 *iteH -nterns#i$ $re$ares students for a $rofessional career related to t#e ma9or8 t#erefore it is im$ortant t#at interns get B#andsGonC ex$eriences similar to t#e ex$eriences of $aid $rofessionals at t#e site. -nterns s#ould not $erform t#e duties of clerical or su$$ort staff. Also8 interns s#ould not 6e considered Bsu6stitutesC to fill in for em$loyees w#o are a6sent from work. '#is is an a$$lied educational ex$erience8 t#erefore it s#ould 6e carefully structured to $rovide t#e greatest educational 6enefit to t#e intern. /!> ";6t i* reCuired o t;e i+ter+eeH -nterns are ex$ected to ex#i6it $rofessionalism at all times during t#e interns#i$ ex$erience. '#is $rofessionalism s#ould 6e evident in t#eir interactions wit# clients8 coGworkers8 and su$ervisors. -nterns are ex$ected to a$$ly t#eir knowledge8 skills8 and a6ilities in t#e $erformance of all duties8 to 6e#ave et#ically8 and to follow all rules and $olicies of t#e site. -nterns#i$ is a re%uirement for graduation.

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C;68ter , O2ER2IE" O% THE OR0ANI3ATION

*.

&istory of P'()
5rom t#e 6eginnings of Posts 7 'elegra$# .e$artment in 9,1 and esta6lis#ment of Pakistan 'ele$#one 7 'elegra$# .e$artment in 94*8 P'() #as 6een a ma9or $layer in telecommunication in Pakistan. .es$ite #aving esta6lis#ed a network of enormous si:e8 P'() workings and $olicies #ave attracted regular criticism from ot#er smaller o$erators and t#e civil society of Pakistan. Pakistan 'elecommunication (or$oration ;P'(< took over o$erations and functions from Pakistan 'ele$#one and 'elegra$# .e$artment under Pakistan 'elecommunication (or$oration Act 99 . '#is coincided wit# t#e =overnmentHs com$etitive $olicy8 encouraging $rivate sector $artici$ation and resulting in award of licenses for cellular8 cardGo$erated $ayG$#ones8 $aging and8 lately8 data communication services. Pursuing a $rogressive $olicy8 t#e =overnment in 99 8 announced its $lans to $rivati:e P'()8 and in 99, issued six million vouc#ers exc#angea6le into 4!! million s#ares of t#e wouldG6e P'() in two se$arate $lacements. Eac# #ad a $ar value of 3s. ! $er s#are. '#ese vouc#ers were converted into P'() s#ares in midG 994. -n 9908 Pakistan 'elecommunication ;3eorgani:ation< /rdinance formed t#e 6asis for P'() mono$oly over 6asic tele$#ony in t#e country. '#e $rovisions of t#e /rdinance were lent $ermanence in /cto6er 'elecommunication exc#anges of Pakistan ;3eorgani:ation< Act. '#e 994 t#roug# Pakistan same year8 Pakistan

'elecommunication (om$any )imited was formed and listed on all stock

13

P'() launc#ed its mo6ile and data services su6sidiaries in *!! 6y t#e name of Ifone and PakNet res$ectively. None of t#e 6rands made it to t#e to$ slots in t#e res$ective com$etitions. )ately8 #owever8 Ifone #ad increased its market s#are in t#e cellular sector. '#e PakNet 6rand #as effectively dissolved over t#e $eriod of time. 3ecent .S) services launc#ed 6y P'() reflects t#is 6y t#e introduction of a new 6rand name and o$eration of t#e service 6eing directly su$ervised 6y P'().

As telecommunication mono$olies #ead towards an imminent end8 services and infrastructure $roviders are set to face even 6igger c#allenges. '#e $ostGmono$oly era came wit# Pakistan@s )i6erali:ation in 'elecommunication in Danuary *!!+. /n t#e =overnment level8 a com$re#ensive li6erali:ation $olicy for telecoms sector is in t#e offering. -n *!!0 =overnment of Pakistan decided to sell *4 $ercent of t#is com$any to some $rivate cor$oration. '#ere were t#ree $artici$ants in t#e 6et for $rivati:ation of P'(). Etisalat8 a .u6ai 6ased com$any was a6le to get t#e s#ares wit# a large margin in t#e 6et. =overnmentHs $lan of $rivati:ing t#e cor$oration were not welcomed in all circlesF countrywide $rotests and strikes

were #el$ 6y P'() workers. '#ey disru$ted $#one lines of institutions like Pun9a6 Iniversity )a#ore along wit# $u6lic sector institutions were also 6locked. Eilitary #ad to take over t#e management of all t#e exc#anges in t#e country. '#ey arrested many workers and $ut t#em 6e#ind 6ars. '#e contention 6etween =overnment and em$loyees ended wit# a +!> increase in t#e salaries of workers.

,!, P6Ai*t6+ Te7ecommu+ic6tio+ Com86+$ 7imited:

P6Ai*t6+ Te7ecommu+ic6tio+ Com86+$ Limited ;P'()< is t#e largest telecommunication com$any in Pakistan. '#is com$any $rovides tele$#ony

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services to t#e nation and still #olds t#e status of 6ack6one for countryHs telecommunication infrastructure des$ite arrival of a do:en ot#er 'elco@s including telecom giants like 'elenor and (#ina Eo6ile. '#e com$any consists of around *!!! tele$#one exc#anges across country $roviding largest fixed line network. =SE8 (.EA and -nternet are ot#er resources of P'()8 making it a gigantic organi:ation. '#e =overnment of Pakistan sold *4> s#ares and control of t#e com$any to Etisalat in *!!4. '#e =overnment of Pakistan retained 4*> of t#e s#ares w#ile t#e general $u6lic #olds t#e remaining *>. P'() is also $art of t#e consortium of t#ree ma9or Su6marine communication ca6le networks: SEAGEEG"E +8 SEAGEEG"E , and -GEEG"E. -n addition to wire line o$erations8 P'() also $rovides fixed line service t#roug# its countrywide (.EA 6ased ")) ;"ireless )ocal )oo$< network8 under t#e ?fone 6rand name. -n t#e cellular segment8 t#e second largest cellular $rovider in Pakistan8 Ifone8 is also a w#olly owned su6sidiary of P'().

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C;68ter > Structure o Or<6+iE6tio+ 3.1 Organization Structure Presi!ent/ Presi!ent/ CE CE

Staff Staff fficer fficer

Company Company Secretary Secretary

SEVPCor Cor SEVP

porate porate Developm Developm ent ent

SEVP SEVP Finan Finan ce ce

SEVP SEVP IT CIO IT CIO

EVP EVP

SEVP SEVP Comm Comm ercial ercial

EVP EVPBZ BZ &ort &ort

GM GM EVP EVP !e"al !e"al Sr. Sr. Manager Manager EVP EVP P%O P%O Manager Manager EVP EVP Internal Internal #u$it #u$it

Specialist/AM Specialist/AM

MT MT

Non-Technical Non-Technical 16

BZ BZ Centra Centra ll

SEVP SEVP Sp.Pro Sp.Pro jects jects

SEVP SEVP

(CFO) (CFO)

SEVP SEVP

BZ BZ Sout Sout

CTO CTO

SEVP SEVP

CIO CIO

HR HR

Non Non Management Management Technical Technical >!, IT De86rtme+t Structure

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C;68ter ? SOP: St6+di+< O8er6ti+< Procedure!

?!/ Our :orA Proce**: "e :orA o+ SOP* (A Standing /$erating Procedure: A set

of instructions covering t#ose features of o$erations w#ic# lend t#emselves to a definite or standardi:ed $rocedure wit#out loss of effectiveness.) "e $re$are t#e following S/Ps.

?!, SOP I N%ORMATION I D ESKTOP ?!,!/ SOP

UTILITIES

S/P 'itle

.eskto$ utilities

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S/P J S/P )ead 'ime S/P Status A$$roved Inder 3evision

?!,!, ORI0INATED
Pre$ared 6y: /riginating .e$artment: /riginator &ead: 5a#ad s#a# :e6 7 5awad k#an -'/

Names:

Signatures

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?!,!> Proce** 7o: o de*Ato8 uti7it$ '#e user com$laint to t#e -' service .esk for t#e following Activities.

; < ;*< ;+< ;,< ;0< ;4< ;1< ;8<

"indow -nstallation /ffice *!!+G*!!1 G*! ! $rofessional Pro9ect *!!+G*!!1 Professional ?isio *!!1 $rofessional ES /utlook EacAfee;EP/< +.4.!.01, or later Acro6at 3eader "-N3A3

Action item: Action Ay: Eet#od of communication:

com$laint for Itilities Iser Email8 P#one #el$deskK$tcl.net.$k !0 G**8+!+9 !0 G**8+ +,44 !

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'#e -' Service .esk receives t#e (om$laint and sends to -' re$resentative. Action item: Action 6y: Eet#od of communication: Send an -' re$resentative -' service .esk Email8 $#one8Pit:

'#e -' re$resentative solve t#e $ro6lem. Action item: Action 6y: solution of $ro6lem -' re$resentative

-f t#e $ro6lem is not solved 6y t#e -' re$resentative t#en t#e -' re$resentative 'ransfer t#e $ro6lem to t#e -' service .esk. .uration: All t#e $rocess will 6e done "it# in 9:!!am to ,:+!$m

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24

?!> SOP I N%ORMATION I

RECEI2IN0 AND SOL2IN0 COMPLAINT

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?!>!/ Proce** 7o: o recei9i+< 6+d *o79i+< com876i+t:

'#e -' service desk receive com$lain from user. '#e user com$laint for -' e%ui$ments ;.eskto$8 la$to$8 $rinter8 scanner8 Network ada$tor< software8 antivirus8 network issue and media issue. -f t#e issue comes from networking side8 t#en t#e -' service .esk will c#eck t#at it )AN issue or "AN issue. -f it is )AN issue t#en -' #el$ desk assign it to an -' re$resentative. '#e -' re$resentative works on it and solves it. -5 it is "AN issue t#en -' #el$s .esk transfer it to Networking .e$t. '#e team of networking de$t detects t#e $ro6lem and solves it. -f it is media issue t#en t#e -' #el$ .esk forward it to 'ransmission de$t. t#e team of transmission de$t detect t#e $ro6lem and solve it. -f t#e $ro6lem is in -' e%ui$ments ;.eskto$8 la$to$8 $rinter8 scanner8 Network ada$tor< or Software issue ;Es office *!!+G *!!1G*! !8 Es ?isio< or Antivirus issue and /$erating system issue ;window LP 8 SP+ or latest <. '#en t#e -' #el$ desk forward it to -' re$resentative. '#e -' re$resentative solves t#e $ro6lem.

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?!? SOP I N%ORMATION I

%OR ISSUANCE AND RECEI2IN0 IT E4UIPMENTS

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?!?!/ Proce** 7o::

'#e user sent re%uest to -' Service desk for t#e -' e%ui$ments ;.eskto$Mla$to$M$rinterMscanner<.

'#e -' service desk $re$are $urc#ase re%uisition and forwards t#e re%uest to Procurement .e$t ;is t#e ac%uisition of a$$ro$riate goods andMor services at t#e 6est $ossi6le total cost of owners#i$ to meet t#e needs of t#e $urc#aser in terms N<. '#e $rocurement .e$t issue a $urc#ase order and forwards t#e P/ to a vendor. ?endor sent t#e -' e%ui$ment ;mention in P/< to t#e -' service desk. '#en t#e -' service disk issue recei$t to user. '#e user signs t#e recei$t and gets t#e -' e%ui$ment. '#e recei$ts contain name of t#e e%ui$ment8 serial num6er of e%ui$ment8 date of issue8 sign of user8 sign of =E are mentioned. After signing recei$t t#e user get t#e e%ui$ment.

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C;68ter @ SER2ER AND RESI0N SOP

@!/ SOP I+ orm6tio+: or re677oc6tio+ o IT eCui8me+t 6 ter Re*i<+ed

30

@!/!/ Proce** 7o::

&ere is a la$to$ or deskto$ wit# eac# em$loyee w#ic# is owned 6y P'(). '#at may 6e return to t#e organi:ation after retirement or resign. '#ere are t#ree $ossi6ilities after retirement or resign t#e 9o6. '#e em$loyee wants t#e la$to$M deskto$ for $ersonal use. '#e em$loyee doesn@t want t#e la$to$Mdeskto$ furt#er more. may 6e $ossi6le t#at some one stole t#e la$to$ or deskto$ of t#e em$loyee. -n case t#e em$loyee wants t#e la$to$M deskto$ for $ersonal use. '#e em$loyee $aid t#e remaining $rice to &3 de$t. 5ourGyear retirement $olicy will 6e use. .e$reciation $ar year is *0>. 3emaining $rice mean t#at t#ere is *0> decrease in t#e la$to$M deskto$ $rice $ar year. -.e. if t#e $rice of a deskto$M la$to$ is 3s 0!8!!! and an em$loyee use it for * year. ; < ;*< ;+< -t

After * year #e resigns t#e 9o6 and wants t#e la$to$ for $ersonal use. '#en #e will $ay *08!!! to t#e &3 de$t due to de$reciation in t#e e%ui$ment. -f t#e em$loyee doesn@t want t#e la$to$M deskto$ after retirement or after resign t#en em$loyee transfer t#e la$to$M deskto$ to Senior Eanager or to Eanager. -n case some one else stole an em$loyee e%ui$ment. '#en &3 $olicy will 6e im$lemented on t#e em$loyee.

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@!, SOP %OR %TTP

. /$en M$ Com8uter and in address 6ar ty$e ft$:MMft$.$tcl.net.$k as s#own

Fttp://ftp.ptcl.net.pk

ptcl

Support

The Dialog box appears after click

;i< Iser name: $tcl ;ii< Password: su$$ort *. (lick )og/n and t#ere are a num6er of different folders will a$$ear

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+. )ocate t#e file8 w#ic# you re%uired:

,. Sim$le co$y t#is file and $ast w#ere you want to kee$ it. '#is file automatically will 6e downloaded on your re%uired location.

33

0. After co$ying t#e re%uired file $lease extract like t#is:

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#IO0RAPHY
"1# ;*< ;+< ;,< www.$tcl.net.$k =E -' 7 -/ )ia%at Asg#ar Ali Na9mi Eanager -' Asset Eu#ammad A66as Eanager -' Eu#ammad 3i:wan

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