i

MBA INTERNSHIP REPORT

ON
PAKISTAN TELECOMMUNICATION LIMITED (PTCL)
MULTAN

Specialization: Marketing Management

Presented to: Chairman

Department of Business Administration

Submitted By: MUHAMMAD ABUBAKAR

Roll No: 508195011

Registration No: 05-PMN-1170

Address: 92 EW Signal Battalion, Tarlai

Kalaan, Badar Complex, Army Camp,
Islamabad
Contact No: 0347-7911927, 0306-7350737

Date of submission: 18-05-2011

(Department of Business Administration)

ALLAMA IQBAL OPEN UNIVERSITY
ISLAMABAD
 ii

“Alif Laam Raa. A book which we have revealed to you (Muhammad) so

that you may lead the people from out of the dark nesses into the light by
their Lord's leave to the path of the All-Mighty, the Praiseworthy.”
(Qur'an 14:1)
 iii

DEDICATION TO
MY PARENT’S

THAT

THEIR PRAYERS AND LOVE

ARE ALWAYS A LIGHT FOR ME

IN THE WAY OF SUCCESS

IN MY LIFE
 iv

CERTIFICATE FOR INTERNSHIP TRAINING

It is certified that I completed my training at PTCL customer services center

for six-eight weeks and gained much knowledge which would be difficult to obtain
while sitting in classroom or self study through books. While preparing this
internship report I stress to present the whole experience obtained from the
organization. The purpose of the study the organization is to use different tools and
techniques for analysis. So that strategy of organization can be understood. At the
end I gave different conclusions and gave suggestion for that can be more effective
and efficient in their work.
 v

ACKNOWLEDGEMENT

Prospectus of the Allama Iqbal Open University Islamabad, discloses that 6 to

8 months internship is an integral part of MBA semester programmed. Student are

required to submit an internship report and take viva –voice interview and would

granted MBA, semester Degree unless they have satisfactorily completed the

internship. No doubt such training will enhance the ability of MBA to discharge their

official duties effectively and efficiently.

I completed my internship report on PTCL customer service center Multan. I

worked there for a period of six weeks and the guidance and kindness of staff

members are unforgettable. I am thankful to Mr. Muhammad Asad, Branch Manager

PTCL Multan, the staff members of the said organization who always remained very

kind to me and helped me whenever I needed them during the internship period.
 vi

LIST OF CONTENTS

Chapter Page
1 INTRODUCTION 01
1.1 Telecom Sector of Pakistan 01
1.2 History of Telecommunication 01
1.2.1 Pakistan Post & Telegraph (P&T) 01
1.2.2 Pakistan Telephone & Telegraph (T&T) 02
1.2.3 Pakistan Telecommunication Corporation (PTC) 02
1.3 Four Bodies of PTCL 03
1.3.1 Pakistan Telecommunication Company Limited (PTCL) 03
1.3.2 Pakistan Telecommunication Authority 03
1.3.3 National Telecommunication Corporation (NTC) 03
1.3.4 Frequency Allocation Board 04
1.4 Historical Background 04
1.5 Industrial Analysis of PTCL 05
1.6 Mission Statement 05
1.7 Vision Statement 06
1.8 Core Values 06
1.9 Objectives of the Company 06
1.1 Brief History of PTCL 07
0
1.1 Privatization of PTCL 08
1
1.11.1 The Strategic Scale 08
1.11.2 The process: Historical Perspective 08
1.11.3 The Bidders 09
1.1 Summary of Chronology of Events 10
2
1.1 Emirate Telecommunication Company Etisalat 11
3
1.1 Subsidiaries 12
4
1.14.1 Pakistan Telecommunication Mobile Limited 12
1.14.2 Carrier Telephone Industries (CTI) 14
2 FINANCE DEPARTMENT 15
2.1 Communication Department 17
2.2 Human Resource Department 21
2.3 Establishment Department 21
3 LEARNING 28
 vii
Chapter Page
3.1 Marketing Department 28
3.1.1 Advertising Agencies 28
3.1.2 Tariff Rationalization 28
3.1.3 Product Launches 29
3.1.4 Surveys 29
3.2 PTCL Services (Corporate and Consumer Services) 29
3.2.1 Wire Line 29
3.2.2 Aasan Prepaid Telephony 29
3.2.3 Digital Facilities 34
3.2.4 VMS 35
3.2.5 V-Fone 35
3.2.6 Calling Cards 38
4 CORPORATE SERVICES 39
4.1 Other Services 44
4.2 Brand Repositioning 47
4.3 Upcoming Products& Projects 50
SWOT Analysis 65
Conclusion 68
Recommendations 69
References & source used 70
Meeting 71
Annexure 72
viii
 ix
Pages #
1. Objectives of studying the organization. 01

2. Introduction to the organization. 02

3. Overview of the organization. 03

4. Organization structure of the human resource management 05

Department.

5. Human resource management process in organization. 06

5.1 Human resource planning (HRP) and forecasting. 06

5.1.1 HRP process 06

5.1.2 Forecasting HR requirement 09

5.1.3 Method of forecast HR needs 10

5.2 Employees recruitment and selection. 12

5.2.1 Source of candidates 13

5.2.1.1 Internal source 13

5.2.2.2 External source 15

5.2.3.3 Employment selection process. 16

5.3 Training and development. 21

5.3.1 Training needs assessment 21

5.3.2 Employment development 24

5.4 Performance management. 24

5.4.1 Performance standard and expectations 25

5.4.2 How performance reports are written 26

5.5 Employees compensation and benefits. 28

 x
5.5.1. Types of compensation and benefits 28

5.6 Organization career management. 29

5.7 Job changes within organization. 29

5.71 Promotion 29

5.7.2 Transfer 29

5.7.3 Demotion 30

5.7.4 Separation 30

5.7.4.1 Layoff 30

5.7.4.2 Termination 30

5.7.4.3 Retirement 30

5.7.4.4 Resignation 30

6. Labor Management Relation. 32

7. Critical analysis of the theoretical concepts relating to practical

Experience. 36

8. Recommendations. 43

9. Conclusions. 46

10. References & source used. 51