Human Resource

Management
Submitted to:
Sir IMARAN SIDDIQUE
Submitted by:

MOHAMMAD NASIR MBA 020

CECOS UNIVERSITY

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 First of all I would like to thanks to
Allah on this occasion.

I also want to show my gratitude to my

loving parents and humble teachers who
make me able to be at this position.

Bundle of Thanks to my honorable

teacher Mr. IMRAN SIDDIQUE, who give
me a chance to enhance my abilities and
skills.

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 Table of Contents

EXECUTIVE SUMMARY

STATEMENT OF PURPOSE
PRODUCT SERVICE AND TECHNOLOGY
VISION, MISSION AND CORE VALUES
ACKNOWLEDGEMENT AND DEDICATIONS
HIERARCHY OF PTCL

CHAP 1: INTRODUCTION OF PROJECT

1 INTRODUCTION OF PTCL
2 HISTORY OF PTCL
3 HISTORY CHART

CHAP 2: FINDINGS OF TRAINING & DEVELOPMENT

2.1 TYPES OF EMPLOYEES AT PTCL

2.2 TRAINING INSTITUTE
2.3 TYPES OF LOCAL TRAINING
2.3.1 TRAINING STAFF
2.4 CAREER PLANNING & DEVELOPMENT

2.4.1 SCHOLARSHIP STUDIES

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 2.4.2 EDUCATIONL LEAVE
2.4.3 PRIORITIES FOR FORMAL EDUCATION
2.5 MANAGEMENT DEVELOPMENT TECHNIQUES
2.6 Psychological Tests & Assessments

CHAP 3: ANALYSIS OF HR-PRACTICES AT PTCL

3.1 HRM PLANNING AND WORKING

3.1.1 HR STRATEGIES
3.1.2 HRM PLANNING
3.2 RECRUITMENT
3.2.1 RECRUITMENT PROCEDURE
3.2.2 RECRUITMENT METHODS
3.2.2.1 INTERNAL RECRUITMENT
3.2.2.2 EXTERNAL RECRUITMENT
3.2.3 QUOTA SYSTEM
3.3 SELECTION
3.3.1 SELECTION CRITERIA
3.3.2 INTERVIEW METHODS
3.3.3 FORMAT OF JOB DESCRIPTION
3.4 PAY SCALES & OPPORTUNITIES
3.4 COMPENSATION
3.4.1 FINANCIAL REWARDS

3.4.2 NON-FINANCIAL REWARDS

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 3.4.3 LEAVE POLICY
3.4.4 MEDICAL BENEFITS
3.5 PERFORMANCE APPRAISAL
3.5.1 PERFORMANCE APPRAISAL METHOD

EXECUTIVE SUMMARY:
The goals of this project will be presented in this executive
summary with summarized pieces of information about
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 specific activities i.e. Training & Development regarding
Human resource department of PTCL.

STATEMENT OF PURPOSE:

This project aim at presenting the studies of Human Resource

Activities carried out in PTCL but the main focus is on
Training & Development of employees working at the
particular organization.
PTCL is one of the biggest organizations in Pakistan and the
main area in which this organization deals is providing
valuable services to its customer regarding telephone
services, mobile services, internet services, DSLs, and
Information Technology prospective to the whole Pakistan
within four provinces as well as Azad Jammu & Kashmir.

INTRODUCTION:

Pakistan Telecommunication Company Limited (PTCL) is the

largest telecommunication company in Pakistan. This
company provides telephony services to the nation and still
holds the status of backbone for country's telecommunication
infrastructure despite arrival of other telecom giants like
Telenor, Warid, Mobilink and China Mobile. The company
consists of around 2000 telephone exchanges across country
providing largest fixed line network. GSM, CDMA and Internet
are other resources of PTCL, making it a gigantic organization.
The Government of Pakistan sold 26% shares and control of
the company to Etisalat in 2006. The Government of Pakistan
retained 62% of the shares while the remaining 12% are held
by the general public.

PTCL is also part of the consortium of three major Submarine

communication cable networks: SEA-ME-WE 3, SEA-ME-WE 4
and I-ME-WE. In addition to wire line operations, PTCL also
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 provides fixed line service through its countrywide CDMA
based WLL (Wireless Local Loop) network, under the Vfone
brand name. In the cellular segment, the second largest
cellular provider in Pakistan, Ufone, is also a wholly owned
subsidiary of PTCL.

History
From the beginnings of Posts & Telegraph Department in 1947
and establishment of Pakistan Telephone & Telegraph
Department in 1962, PTCL has been a major player in
telecommunication in Pakistan. Despite having established a
network of

enormous size, PTCL workings and policies have attracted

regular criticism from other smaller operators and the civil
society of Pakistan.
Pakistan Telecommunication Corporation (PTC) took over
operations and functions from Pakistan Telephone and
Telegraph Department under Pakistan Telecommunication
Corporation Act 1991. This coincided with the Government's
competitive policy, encouraging private sector participation
and resulting in award of licenses for cellular, card-operated
pay-phones, paging and, lately, data communication services.
Pursuing a progressive policy, the Government in 1991,
announced its plans to privatize PTCL, and in 1994 issued six
million vouchers exchangeable into 600 million shares of the
would-be PTCL in two separate placements. Each had a par
value of Rs. 10 per share. These vouchers were converted into
PTCL shares in mid-1996.
In 1995, Pakistan Telecommunication (Reorganization)
Ordinance formed the basis for PTCL monopoly over basic
telephony in the country. The provisions of the Ordinance
were lent permanence in October 1996 through Pakistan
Telecommunication (Reorganization) Act. The same year,
Pakistan Telecommunication Company Limited was formed
and listed on all stock exchanges of Pakistan
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 PTCL launched its mobile and data services subsidiaries in
2001 by the name of Ufone and PakNet respectively. None of
the brands made it to the top slots in the respective
competitions. Lately, however, Ufone had increased its market
share in the cellular sector. The PakNet brand has effectively
dissolved over the period of time. Recent DSL services
launched by PTCL reflect this by the introduction of a new
brand name and operation of the service being directly
supervised by PTCL.
Last Year, in middle of 2005 Government of Pakistan had
decided to sell at least 26 percent of this company to some
private agency. There were three participants in the bet for
privatization of PTCL. Etisalat, a Dubai based company was
able to get the shares with a large margin in the bet.
Last year when Government was going to privatize the
company there was country wide protest and strike by PTCL
workers. They even disrupted Phone lines of some big
Government institutions like Punjab University Lahore and
many lines of public sector were also blocked. Military had to
take over the management of all the Exchanges in the country.
They arrested many workers and put them behind bars. The
contention between Government and employees ended with a
30% increase in the salaries of workers.
There have been various changes in the company due to
privatization. Such examples include the VSS (Voluntary
Separation Scheme for its employees), ERP (SAP based),
restructuring, B& CC (Billing and Customer Care Software)
etc. Another seemingly minor change was change of brand
identity (logo) that will present PTCL's new face after
privatization, with greater focus on customer satisfaction and
bringing about of new advancements in telecom for Pakistani
consumers.

PRODUCT, SERVICES AND TECHNOLOGY:

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PTCL offers a wide range of services for its clients all over the
Pakistan. These services are Telephone connections, billings,

customer services, operations, telephone sets, DSL and internet

connections, licensing authority, Internet Service Provider
(paknet), online

billing through credit cards, prepaid telephone cards, Mobile

connections and services etc

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.
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

• Services that are based on the most optimum

technology
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 • "Quality" and "Time" conscious customer service
• Sustained growth in earnings and profitability

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

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 HIERARCHY OF PTCL

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 Findings of Training & Development:

Types of Employees at PTCL

There are approximately 56000 employees working in PTCL,

they are of different types which are as follows:

• Permanent employees
• On-Contract employees: 400 employees are at Contract.
• Daily Wages Employees: 7000 employees are at Daily
Wages.
• 4000 Employees are in Telecom Foundation
• On Deputation

Training Institute

♦ One National postgraduate Institute of Telecom &

Informatics. (50 students)
♦ One Telecommunication Staff College Haripur (450
students).
♦ Two regional telecom training schools Lahore and
Karachi (400 students).
♦ Nine regional telecom training schools in Peshawar, D.I
Khan, Gujranwala, Faisalabad, Multan, Sialkot, Quetta, &
Hyderabad.
♦ Fifteen Divisional telecom training centers (75 students
each).

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 Types of local Training

♦ Pre Service Training: These trainings are for Assistant

Divisional Engineers, Engineers and Supervisors.
(1 to 2 years).

♦ On the Job Training: These training are for Directors

(technical) and Engineering Supervisors

♦ Pre Promotion Courses: For Director and Assistant

Engineers (2 weeks).

♦ Computer Training: It’s for enhancing IT skills

♦ Orientation Program: For Finance and Accountants

♦ In-Service Courses: For linemen, cable jointers and

technicians (2 years).

♦ Technical short Courses: They are short courses in order

to be aware of new technologies and methodologies.

♦ Prohibition period
Prohibition period is the time in which the organization trained
the employees before getting them on to the jobs. In PTCL
they normally trained the employees for six-month and time
period of engineers is about 2 years.

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 TRAINING STAFF
In order to train the employees at different schools and
training centers, training staff is hired and mostly the training
staff consists of trained employees which are used as
instructors.

CAREER PLANNING AND DEVELOPMENT

♦ Company and Employees are partners in career

management
♦ Company provides assistance in improving the
employee’s skills and capabilities
♦ Financial Assistance
♦ Educational Assistance
♦ Encourages opportunities for higher education in foreign
countries on scholarships
♦ Foreign training to improve technical skills
♦ Post graduation in telecommunication
♦ Local training

SCHOLARSHIP STUDIES:

The method to apply for scholarship is as follows:

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 Education level

Application for

Foreign Education

Selection Committee

Recommendations

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 EDUCATIONAL LEAVE
Educational leave without pay is for 5 years for PTCL
employees.

PRIORITIES FOR FORMAL EDUCATION

As PTCL is in Contract with one of the world’s leading
Telecom Companies like Siemens and Ericson so they are on
priorities to PTCL because PTCL is using and buying
exchanges manufactured by these companies. So in order to
meet the challenges of new technology transferred by these
companies PTCL send its employees to Sweden, Germany &
France on a course of 9 months.
Along with that PTCL also buy exchanges from China and in
this way PTCL workers work with Chinese Expertise that is
also a sort of career development and experience for PTCL
employees.

MANAGEMENT DEVELOPMENT TECHNIQUES

Job Rotation: To widen the manager’s perspective about
organization
Serving on Committees: To observe interpersonal working of
experienced executives
Executive Committee: It serves as junior board for
investigating problems, preparing reports and proposals
Outside Experience:
Experience It includes Workshops, Seminars and
Conferences for enchaining skills and capabilities of the
managers.

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 PSYCHOLOGICAL TESTS & ASSESSMENTS
According to DE of HRM&P, there are no Psychological Tests
of the PTCL but according to his information they are adopting
modern techniques so in near future there will be such tests
carried out in the organization.
In case of assessments they are on the skills, behavior,
performance and expertise of a person. After every 6 months
and 1-year they carry out Performance checks and publish
annual performance reports.

ANALYSIS OF HR-PRACTICES AT PTCL

HRM PLANNING & WORKING
HRM planning and Working has a focus on following
challenges as well as opportunities.
HR STRATEGIES
♦ Customer oriented approach to retain customer’s loyalty
♦ Restructuring: inclusion of new corporate culture
♦ Retention of critical Human Resource
♦ Motivation of employees
♦ Preparation for WTO regime

HRM PLANNING
♦Conduct job analysis and based on the outcomes of the
job analysis, write job descriptions.
♦ Organizational restructuring and right sizing
♦Design and implement a performance management system
♦Provide current information regarding employees to be
used in the decision making process
♦Conduct HRM research with the aim of solving problems in
the organization

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 ♦Integrated employee data management (HR MIS)

RECRUITMENT
Fresh recruitment of professional are only being made in
areas like.
Technical
Human Resource (HR expert, HR Managers)
Finance & Accounts
Business development & marketing
Information technology (IT Professionals)

RECRUITMENT PROCEDURE
The recruitment procedure of PTCL is as follows:
First position or vacancy is announced in the electronic media
and print media through Internet and newspapers
respectively.
Then applications are scrutinized as per specification in the
job description and job specification.
Candidates are being short-listed.
The next step is Test of short-listed candidates.
The next step of the PTCL recruitment process is the
interview. They usually conduct a structured and semi-
structured interview for the candidates.
Last but not the least is the verification of the documents.

Recruitment methods
There are basically 2 methods at PTCL frequently carried out
when desired these methods are as follows:

♦ Internal Recruitment
♦ External Recruitment
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 Internal Recruitment:
In this method the candidates are recruited within the PTCL. It
is a search mode in which the PTCL check out the potential
and right and desired person within the PTCL. In order to get
desired candidates they advertise within the organization by
job specification and job description by using Notice Boards.

External recruitment:
In this method PTCL recruit externally from the outside
environment. For this method they use different modes to
recruit the people. Few of the methods are as follows carried
out in past as well as currently:
Online Recruitment.
Use of Print Media (Newspapers).
Quota System:
There is a percentage reserved by each quota differentiated on
the basis of Gender and Province.
Punjab 50%
Sindh 20%
N.W.F.P 17%
Baluchistan 10%
Women 5%
Handicapped 2%
Child Labor Nil
SELECTION:
The process of choosing from a pool of applicants the
individual or individuals who best fit the selection criteria for a
given position. PTCL has got very effective and efficient
selection criteria.
SELECTION CRITERIA:
These are the following steps carried out by PTCL in order to
meet selection.

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 Recruitment
(Advertising Job
specification &
Description)

Application
(Online & Forms)

Screening of applications

Test

Interview

Final Decision Making

Joining Letter

Interview Methods:

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 The interview method depends on the situation and conditions
but there are 3 types of interviews but two of them are and
were in focus of PTCL while carrying out Selection. These
three methods are:
♦ Structured Interviews
♦ Unstructured Interviews
♦ Stress Interviews
But at PTCL there are only 2 types used which are
Structured Interviews are those which are preplanned and
predefined in order to check the skills, abilities, knowledge,
behavior, and required potential of the candidates.
Unstructured Interviews are those which are not predefined
and preplanned but they are based on conditions and
possibilities.

Format of Job Description:

Following is the format of Job description given by PTCL:

• Purpose of the job
• Role and function
• Dimensions of job
• Annual operating budget of unit
• Number of clients served
• Number of directly reports
• Indirectly reports
• Specific accountabilities of the Job
• Job responsibility

Achievements

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 General accountabilities of the Job.
Peripheral accountabilities of job.
♦ Performance standards
How is the performance of this job measured?
Standard constitute.

♦ Job Components
Communication
Initiative
Challenges
Adaptability
Team work
Guide lines
Nature of supervision received
Leadership
Responsibilities
Pay Scales & Opportunities:
At PTCL according to the information gathered by us is as
follows:
PTCL employees have good salary as we compare to other
Government Organizations
PTCL employees have less pay if we compare them with other
private sector Employees comparable at same designations
and jobs.
Minimum pay at PTCL RS.6000 and above
For 17th Grade and above RS.25000 and above
Rests of the benefits and compensations as well as
allowances are as per government rules.
Compensation:
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 It is a system in which an employee is rewarded on the
effective and efficient required performance. PTCL has a very
organized and effective compensation system according to
the rules and regulations of Government of Pakistan. They are
offering 30% more pay then other Government Organizations.
The rewards, benefits, allowances that are offered by PTCL for
its employees and workers as well as officers are as follows:
Financial Rewards
Pension 60% to 65% of basic pay
Disability Pension as per Government Rules
Death Benefits Funeral amount + 5-6 month pay
Loan Facility
Car & motorcycle loan loan will be deducted from
monthly salary
Provident Fund 8.25% of salary + interest of 15%
NON-Financial Rewards
Maintenance Company provides maintenance of
Employee’s car & motorcycle
Pick & Drop Busses are used for this purpose

Accommodation Own flats for lower staff (1 - 15th

grade)
Colonies and Full furnished houses for
high rank officers and Top management (17th–21st Grade
Officers).

Leave Policy
It is up to the mark of Government rules and regulations.
Leave policy contains:

Holiday 5days a week. Saturday, Sunday is off

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 Earned Leaves 45 leaves per year

Casual Leaves 20 leaves per year (with Pay)

Maternity Leaves 120 days

Medical benefits

PTCL also give medical benefits to its workers and employees.

PTCL employees have free medical treatment. In all over
Pakistan there are 38 dispensaries which are working and
providing free treatments to PTCL employees. This benefit is
also for the family members of the PTCL employees.
After retirement too PTCL provide the medical benefits to its
former employees. Employees from grade 1 to 16 are entitled
for medical facility up to five years of the retirement.
Employees in grade 17 and above have lifetime entitlement for
the facility.

PERFORMANCE APPRAISAL
To measure the performance there are few methods and
standards and benchmarks, which an organization have to
follow, in the case of PTCL too. Their main objectives are as
follows:
Improvement in Performance
Effectiveness, Efficiency, Productivity, Motivation
Pay and Benefit Adjustments
Training & Development Needs
Career Planning & Development with Personal and Employee
Development

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 Staffing (Recruitment & Selection)
Response and Feedback from
Performance Appraisal Methods
There are many performance appraisal methods but in PTCL
they use Rating scale for performance evaluation.
Rating Scale:
The rating scale method offers a high degree of structure
for appraisals. Each employee trait or characteristic is rated
on a bipolar scale that usually has several points ranging from
"poor" to "excellent" (or some similar arrangement).
The traits assessed on these scales include employee
attributes such as cooperation, communications ability,
initiative, punctuality and technical (work skills) competence.
The nature and scope of the traits selected for inclusion is
limited only by the imagination of the scale's designer, or by
the organization's need to know.

Conclusion & Recommendations:

After getting all the desired information and critically

analyzing the organization I like to recommend and conclude
my thinking and findings in following points.

♦ PTCL is an overstaffed Organization so there will be

Restructuring of the organization or Downsizing.
♦ PTCL should be up to the International standards i.e.
166 lines/employee (lineman).
♦ Staffing will have to be on Merit and Fair rather than
on Personnel links and unfair means.
♦ The employees at PTCL have lackness in motivation
so the organization has to set challenging tasks and jobs
for them to make them active and energetic.

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 ♦ The compensation system should be equivalent to
the other multinational and international organizations
working in Pakistan in the same field and industry.
♦ Along with the domestic Trainers, PTCL will have to
hire External Trainers from France, Germany, China, and
Switzerland so that they will able to train their employees
in Pakistan on International standards and with modern
Education and Technology.
♦ There are only 38 dispensaries for 56,000 PTCL
employees all over the Pakistan that is less so they will
have to increase the number of Dispensaries
♦ Promotions in PTCL should be on the basis of
achievements, skills, performances, behavior, attributes,
rather than on seniority.
♦ After getting training the employees should be on
the right place for which they were trained for.

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 Questions and Answers:

Q.1:
What’s your Selection process?

“Ans”

We use a standard selection process which starts from

the job advertisement, scrutiny of applications, test,
interview and joining letter are part of this process.

Q.2:
Is there any training PTCL offer to its employees?

”Ans”

PTCL gives training to its employees after joining the

PTCL, so that they know that what will be their work and
perform it accurately. This training is on the job training.

Q.3:
Is there any continues training program in the PTCL?

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 “Ans”

PTCL normally don’t use the continues training technique.

But if there is any improvement in the technology then
PTCL give training to its employees to better adopt and
manage this. It also send the selected one to get the
training from foreign country. The example of DSL and
Ufone is there in this regard.

Q.4:
What is the environment of PTCL?

“Ans”

The environment of PTCL is very good. The employees are

very co-operative to each other.

Q.5:
So can we call it a true cooperate culture?

“Ans”

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 No, but it can be categorized in the cooperate culture with
some exceptions.
Answer from the local office:
They don’t really about the term. But what we see there it
was a typical culture which you can see in every Govt.
organization of Pakistan. Use of Punjabi language, chit
chat with co-workers in office timing.

Q.6:
What techniques used in the PTCL for the performance
evaluation?
“Ans”

The performance evaluation done in the PTCL on the

basis of cooperation, communications ability, initiative,
punctuality and technical (work skills) competence.

Q.7:
How you motivate your employees?

“Ans”

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 PTCL give to its employees a no. of incentives so that they
do their work efficiently. The incentives like pension,
Disability Pension, Death Benefits, Loan Facility
(Car & motorcycle loan), Provident Fund, Maintenance,
Pick & Drop, Accommodation.

Q.8:
Is the discrimination in the facilities and pays of have any
adverse affect on the performance of employees?

“Ans”

He say no it’s not true. So actually he tried to avoid the

answer.

Q.9:
The quota system is not a reason to affect your
performance adversely?

“Ans”

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 No, it’s a rule apply by the Govt. and it is necessary to
give all the provinces a share in the jobs opportunities at
PTCL.

Q.10:
Are there any standards which you try to achieve
regarding your HR policies?
“Ans”

As you know now the management of the PTCL is with the

Etsallat Group which is an international group, so our
management is trying to bring international standards in
the PTCL.

Q.11:
As per our information there is a problem of overstaffing
in the PTCL, so in these conditions how we can say that
PTCL’s employees are efficient.

“Ans”

No, the perception is not true. We have a very efficient

workforce.

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 Appendices

Sites Visited

http://www.ptcl.com.pk

http://www.pakboi.gov.pk/html/PTCL_restructuring.html

http://www.telecomfoundation.com/files/projects.htm

http://www.ptcl.com.pk/download/ptcl_org_chart.pdf

http://www.ptcl.com.pk/w_human_resourses.html

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 http://www.ptcl.com.pk/news/may 17_tele_challenges.html

http://www.pakistan.gov.pk/moitt/news/current/moit03042004.p
df

http://www.ptcl.com.pk/directors_report_2007.html

http://en.wikipedia.org/wiki/Pakistan_Telecommunication_Com
pany

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