PAKISTAN TELECOMMUNICATION COMPANY LIMITED

PAKISTAN TELECOMMUNICATION

COMPANY LIMITED

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

GROUP MEMBERS ALVEENA TEHSEEN ASMA SIKANDER AVINASH RAJANI SUNIL KUMAR 10114 9954 10370 10554

SUBMITTED TO:

Ms. SAMRA JAVED

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED

ACKNOWLEDGMENT
First of all, we would like to thank Allah, the Almighty for His utmost assistance during this work. We would also like to express our appreciation to all those who gave us the strength to complete this report. We are thankful to our faculty Ms. Samra Javed for her support and guidance which she has given to us in writing this recommendation report. Mam, we are very grateful to you for all that you have taught us, guided us and for your time and for your entire efforts too. This will always be remembered by us. We also like to thank each member of the group for their input, cooperation and support. We will highly welcome any suggestions, clarifications and queries regarding this report from anyone as nothing is perfect in this world and there is always opportunity for improvement.

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED

TRANSMITTAL MEMORANDUM

To: From:

Subject:

Ms. Samra Javed Lecturer in English Alveena Tehseen 10114 Asma Sikander 9954 Avinash Rajani 10370 Sunil Kumar 10554 Recommendation Report on PTCL

We have written a detailed list of problems related to PTCL customer service issues and given our recommendation report for the improvement of their performance. Our foremost recommendation to PTCL is that they should develop an effective process of internal communication with their employees. Priority should be given in development of staff competency and behavioral training to satisfy and even delight the customers. We are thankful to each other for their contribution and continuous support in completing this report.
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED

EXECUTIVE SUMMARY
The aim of this recommendation report is to discuss the customer service issues and problems of Pakistan Telecommunication Company limited. A brief and a complete introduction of the company, its background, services and offerings is the initiation of this report. Customer services issues such as slow response, network connections, lack of coordination among the staff, untrained employees are the most significant problems which are reported and easily understood for everyone. It includes both internal and external analysis of the company. Even SWOT analysis of the company has also been shown in this report. At the end of this report conclusions and recommendations are drawn. Thus this report portrays some important aspects of PTCL.

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED

INTRODUCTION
Pakistan Telecommunication Company Limited was established on January 1, 1996. Its main head office is located in Islamabad. PTCL is the only land line service of Pakistan which is enjoying the monopoly. This report contains a brief introduction about the company and its customer service issues.

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 their vision by having: 1) An organizational environment that fosters professionalism, motivation and quality 2) An environment that is cost effective and quality conscious 3) Services that are based on the most optimum technology 4) "Quality" and "Time" conscious customer service 5) Sustained growth in earnings and profitability

CORE VALUES
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Professional Integrity Customer Satisfaction Teamwork Company Loyalty

COMPANY PROFILE
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.

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.

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 6 million PSTN lines installed across Pakistan with more than 3 million working. Furthermore installed capacity of broadband is more than 0.6 million ports spread across 414 cities and town of the country
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED

BROADBAND PAKISTAN
PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. Since its launch on 19th May 2007, PTCL has acquired approximately 432,821Broadband customers in over 414 cities and towns across Pakistan, leading the proliferation and awareness of Broadband services across Pakistan.

IPTV SERVICE (SMART TV): PTCL 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 offers this state of the art interactive TV service to its subscribers.

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.

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
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED domestic satellite users. There are four Intelsat Standard B Earth Stations at Islamabad, Gilgit, Skardu and Gwadar.

STRENGTHS
Oldest Telecommunication Company of Pakistan founded in 1947. All the telecommunication companies operating in Pakistan directly or indirectly dependent upon PTCL network. PTCL maintain the records of customers in an organize way that is not the case with other private Telecommunication companies in which the numbers are allocated without proper verification. PTCL can be used as a backup network if the mobile networks are down due to any reasons. It has been offering speedy Internet DSL connection to the customers and also offers concession to the students PTCL is offering multiple services which include TV, Internet and Telephone using local loop. The largest landline network of Pakistan. It offers low rates for the national calls as compared to mobile networks.

WEAKNESSES
Flat organizational structure Bureaucratic environment. Political intervention in decision making.
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED

Extra employee overhead due to extra hiring. Customer service is very poor specially in Internet services Vwireless coverage and service is very poor. Functional units are not well organized. Bad debts due to non payments of bills. Weak marketing of new services. Lack of technical staff in DSL technical support. People used to give bribe for new connection of Landline. Form processing for new connection takes more time in larger cities.

OPPORTUNITIES
Joint ventures with other telecommunication companies for introducing new services. Improvement in customer services. Hire technical staff to reduce the level of DSL issues in order to increase customer satisfaction. Proper planning and implementation is required to improve wireless PTCL and Evdo services in Pakistan. Aggressive marketing is required to promote offered services and give hard time to competitors. Increase market share of Internet services. Adopt latest technology.

THREATS
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Strong competition from telecommunication companies. Inflation in the country may increase the cost of services which will finally transfer to customers. Energy crises throughout the country. Rapid raise in Government taxes. New players in the industry. Political instability. Security issues. Cyber crimes percentage is increasing. Inconsistent and Adhoc decisions by Company management

SAMPLE
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80 questionnaires were made which means that 80 participants took part in this research study. These questionnaires were filled by 40 males and 40 females. It was divided equally. The gender group were further categorized into different age groups that is a) 39.74% females from 18 to 21 had participated b) 11.54% females from 22 to 25 had taken part c) 42.31% males from 18 to 21 had participated d) 6.41% males from 22 to 25 had taken part.

Total
6.41% 39.74% 42.31% 11.54% F 18 TO 21 F 22 TO 25 M 18 TO 21 M 22 TO 25

MEASURE
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED We used the survey method in which 80 questionnaires were distributed among the participants. The questionnaire contained 9 variables containing the multiple options. All the questions were open ended which were easily evaluated later on.

PROCEDURE
First of all we had made the variables that were supposed to be filled.According to our topic we made the demographics. After all these we had divided the questionnaires among each other into 20 each. Then while distributing the questionnaires to each participant before they filled it up we had to instruct them that how they had to fill it up. Each participant took about 5 to 6 minutes in filling up the questionnaire. It took about 3 to 4 days to fill up 80 questionnaires. After the process of filling up of all the questionnaires each group member had evaluated the values by using MS-Excel that how many percent participants prefer male or female teacher. After results were evaluated conclusions were made.

CUSTOMER SERVICE ISSUE

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED PTCL has been unsuccessful in the provision of quality customer service from the time of its creation. The main reason behind this issue is the unprofessional attitude of its customer services staff. This reports main objective is to highlight the following problems of PTCLS customer service department. The staff in customer service department is inadequate and non-competent as compared to the large number of users and highly technical services. As such fewer customers are entertained at a time and even those who are entertained are not properly dealt resulting in customer dissatisfaction. There is also timely unavailability of PTCL staff for the rectification and maintenance of phone lines and infrastructure due to which the disrupted services are made functional after a long time of filing the complaint. There is ineffective human resource development system in place. Most of the staff are not oriented at the time of hiring and as such are unaware of their job responsibilities. This results in poor service quality. Co ordination and team work is also very poor resulting in delay in services. The equipments owned by the company are mostly old, non-operational or even state of the art technologically that staff members are unaware how to handle such high tech equipments. All these situations give rise to low quality of customer service. Today the customers are given highest priority but in PTCL customers are not given high priority. Their problems and queries are not answered immediately. The customers have to make several phone calls and visits to get their jobs done and in some cases they have to bribe the staff members.
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED There is no check and balance on employees whether they are satisfying the customers need in a proper manner or not. As a result staff has become negligent in this regard. Most workers dont take their jobs seriously and the amount of work gets pending and increasing everyday with an inconvenience to customers. No customer satisfaction feedback is taken to evaluate performance and/or improvement. Inadequate funds to upgrade or replace systems resulting in poor performance. At the end of the month when bills are issued to the customers, extra rates are charged unnecessary even if the calls have not being made. After no response to long outstanding issue and complains to PTCL, an email has to be sent to Islamabad in order to resolve the problem. Not only telephones, even the internet and Televisions have disruptions. There is a lot of disturbance and noise in communication line creating inconvenience to customers. The communication lines are unsecured and unsafe for any security threat. Charges on line rent are quite high which is difficult for some people to afford. Further each call is charged individually. Without customers permission, call waiting is activated with additional charges. When visiting the center, the staff does not answer its customers in a proper manner. When applying for a new phone line, people have to go through a lengthy procedure.
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PAKISTAN TELECOMMUNICATION COMPANY LIMITED Their exchanges are on fiber now which is good but when the load shedding happens for more than 2 hours the phone gets dead, because of no generation backups for more than 2 hours. The fiber optic cables are buried underground and are prone to damage during any digging work.

CONCLUSION & RECOMMENDATIONS

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PAKISTAN TELECOMMUNICATION COMPANY LIMITED PTCL is a government institution and enjoying monopoly due to no landline competition. The only competition they have is from Mobile companies for phone calls. Because of this PTCL has not shown good progress, improvement in its performance and customer service satisfaction for a long time.

RECOMMENDATIONS
1) The company should train their staff to improve their competency and behavior towards customers. 2) Orientation program should be developed for old and new staff so that effective and efficient services can be provided. 3) Customer feedback satisfaction system should be implemented and evaluated periodically to control and/or improve the PTCL quality system. 4) Staff suggestions system for improvement should also be implemented. 5) An accountability process should be in place and people should be awarded or punished according to their performance. 6) When purchasing new technologies lifecycle cost analysis and technical appraisal should be done so that cost beneficial and optimally utilized technology is purchased. 7) Fiber optic should be laid in proper conduit instead of burying them in the ground. This will enhance the life of the cable as well as avoid its damage during any digging.

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BIBLOGRAPHY

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http://www.docstoc.com/docs/17447633/Intership-Report-PTCL http://www.scribd.com/doc/28869815/PTCL-New http://www.ptcl.com.pk http://www.freeswotanalysis.com/telecommunication-companiesswot-analysis/100-ptcl-swot-analysis.html

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APPENDIX

QUESTIONNAIRE
Gender: Age: Female 18-21 Male 22-25

Q1) What PTCL appliances/Service do you use?

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- Please state their names here

Q2) How often do you face problems with those appliances/services? - Frequently - Sometimes - Rarely Q3) Do your complain(s) get resolved in the given amount of time? - Always - Usually - Sometimes - Rarely Q4) Do you prefer filing your complain(s) in person (by visiting the Customer complaints office) or on the phone? - Please state here Q5) Are the customer service respondents quick to figure out the problem? - Always - Usually - Sometimes - Rarely Q6) Is the technical staff able to resolve your problem on arrival? - Always - Usually - Sometimes
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- Rarely Q7) Does your phone line have any distortion? - Yes - No Q8) from a scale of 1-5 (1=Very good, 5=Very bad) how do you rate the following individual aspects of the customer service respondents of PTCL. - Cooperativeness - Courteousness - Knowledge - Understanding Q9) From a scale of 1-5 (1=Very good, 5=Very bad) How do you rate the overall Customer Service of PTCL.

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