Anda di halaman 1dari 14

PEOPLE AND ORGANIZATION

STRETEGIC DESIGN, CONFLICT & NEGOSIATION,


POWER, TEAM

PEOPLE

AND

ORANIZATION

MBA 5

Organization Name: PTCL


Introduction PTCL
PTCL is an abbreviated form of Pakistan Telecommunication Company Limited and is the
backbone of the country regarding Telecom.
The PTCL is the main communication authority in Pakistan which is partly government
owned and partly privatized entity. The organization works for the betterment of the telecom
while holding about2000 exchanges in Whole country with the largest landlines structure in
the region.
The services offered by the PTCL includes Landline telephone, Broadband service, EVO,
EVO 3G Wingle, Smart TV, V-Fone and Ufone Mobile service as a subsidiary'.
The details of the shareholding in the company is till now is as given from 100% shares of the
company 62% is owned by the government while 26% was sold to Etisalat
Telecommunications under the privatization program run by Shaukat Aziz in 2006 the
remaining 12% are sold to General Public in the same year.

History of PTCL
In 1947 the beginning there was no concept of PTCL in Pakistan rather a department Posts
and Telegraph Department exists which is used for communication.
In 1962 a department was established Pakistan Telephone and Telegraph
department replacing the first one in those days the service was provided by the
organization as a state owned entity later on in 1991 the government took the decision
to privatize the PTCL in 1994 govt. issued vouchers which are convertible in to shares then
govt. work on it and in 1996 shares are given to people holding vouchers.
In 2005 government decides to fully privatize the PTCL and sold the shares to Etisalat which
led to country wide protests and strikes by the PTCL workers. They disrupted many
connections of public sector buildings then military overtake the control of exchanges
and arrested many workers put them in jails. All of this ended up with a 30% increase in the
salaries of workers.

1 | Page

PEOPLE

AND

ORANIZATION

MBA 5

Online Services Offered by PTCL


Now PTCL is a leading entity in the region and offering many services to its consumers at
their door step by the use of information technology the services includes paying PTCL bills
online, collect a Duplicate bill online for your PTCL connection for their all products.

Strategic design
The strategic design lens emphasis on the fact that organizational design can play an important role in
successfully implementing organizational strategy devised for the environment in which it is
operating and can there enhance organizations efficiency and effectiveness. So looking at the
organizations design is the fundamental task for any organizational analysys, in order to understand
the overall working of an organization as such understanding can help in proposing appropriate and
complete solutions to problems or issues of that particular organization under consideration. The
strategic design lens is mainly consisted of three activities.
1) Strategic Grouping it is concerned with how different activities, personnel and jobs of an
organization are combined together.
2) Linking it is concerned with which linking mechanisms different strategic groups are being
integrated together in order to maximize efficiency of an organization through enhanced coordination and co-operation among them.
3) Alignment it ensures that tasks assigned to personnel in different work units created by
strategic grouping and linking must have adequate level of resources and motivation to execute
them efficiently and effectively.

Strategic grouping
In the PTCL organization they have the Hybrid structure to achieve their objectives and
goals.

Front back structure


All the large telecom sector uses the front back structure and in PTCL they are also using the
front back structure. In front they give services like customer services sales person etc. They
also give best services to their customers and in back hand components RND, operations, and
other new innovative idea or products. The most important strength of that structure is that
they give value added services to customer, try to make best possible relationship with the
2 | Page

PEOPLE

AND

ORANIZATION

MBA 5

customer and also retain their customers. FRONT BACK structure is important for the
success of the PTCL organizations.

Alignment
Strategic alignment is to encourage or to motivate the employees of the organization and to
utilize the human resource in efficient way and also to develop the human resource
management. Manager perception is different to several employees as well as their
subordinates those are working for the organization. The manager of the PTCL organization
believes that the working staffs have the capability to work efficiently but they want their
desirable job and the healthy environment in the organization.
If any problem occurs with the employees, the manager calls the meeting of those employees
who have the issues to discuss and try to resolve the problems of those employees, because
PTCL organization is friendly so they try also retain their talented employees. Boost the
morale of their employees by giving them good incentives and good working environment.

The reward and incentives given to the employees on the basis of their performance. Those
employees who work individually receive individual rewards and Those who work in groups
receive collective rewards and Incentives. They also give training to their employees 3 to 6
months to develop the skills of the employees. In the sales department for s the Management
set the targets monthly basis to make new customers, if the employees achieve his target then
manager give commission to those employees along with the salary. 40 employees who
perform well during job and help to accomplish organizational goals were selected through
balloting, organization sponsored hajj pilgrimage as a motivational tool for quality
employees.

Strategic linking
The strategic linking in the PTCL organization clear the role of the employees what task they
are required to performed
what are their responsibilities and what the organizational
objectives and how these objectives can be achieved. Try to remove the problem or issues in
performance and then to make easily decision making process and to achieve organizational
objectives through proper channels to communicate with the employees.
In the PTCL organization there is a complete hierarchy level upward to downward and they
also communicate horizontally and vertically and also know whom report to whom. A
complete formal hierarchy is used in the company and there is effective communication
between employees. C.E.O message and the senior vice president message sent to the
employees through used a proper communication channel in the organization. Senior
Managers communicate very well in the PTCL organization of different various groups.
3 | Page

PEOPLE

AND

ORANIZATION

MBA 5

PTCL have introduce the INFORMATION MANAGEMENT SYSTEM for all the
departments they coordinate and interact with each other and whole organizations.
COMPUTERIZED MANAGEMENT SYSTEM is helpful for the PTCL to improve the
network and any landline problem or fault. this system rectifies and registers the complained
in a computerized way.

Political lens
Political environment also exists in the PTCL organization. Mostly in PTCL two variant of
power used one is the authority and the other one is the influence, that our management hire
the employees on contract basis firstly than after that if the employee perform well then they
will extend the contract or to permanent the employee, the management knows he may be the
work hard for achieving our organizational goals. They also give training to the employees to
enhance the skills by motivating the employees, they give allowances and also work in
friendly environment and they also influence the employees by motivating giving incentives,
rewards etc. when organization hire new employees they use authority of the upper
management if employee not work well then give him warning the management also behave
ethical with the employees. Authority is used in Ptcl organization because they want to satisfy
customer need and providing values of the employees also to the customer. Motivated
employees work hard and more committed with their jobs.

POWER
In the PTCL organization board of directors and the C.E.O (Walid Irshaid)
President & CEO have the legitimate power. This organization the senior vice president
directly report to the president and senior vice president is the head of the units. The purpose
of the PTCL organization is work efficiently and effectively to achieve the organizational
goals and the objectives. Formal power and a complete hierarchy means that whom report to
whom, and the manager could decide that the employees effort and work effectively. All the
powers lie in the hands of CEO of the company. Main decisions are made by board of
directors. And confirmation of their decision is given by president of the company.

FORMALIZATIONS
Formalization a degree which organization also rely on rules and regulations also directed the
formalized employees behaviour .The PTCL company operates a standardize guidelines and
rules and regulation. Each office or the employee of the PTCL Company are working and
very well he or she knows his responsibility what the organization want from him whats the
work requirement. In that way PTCL organization has the very hard and fast rules and
regulations .PTCL has more formalized organization.

4 | Page

PEOPLE

AND

ORANIZATION

MBA 5

CENTRALIZATION
The term centralization means that which person has the decision making authority within the
organization. In PTCL , organization decision are taken by the upper level management ,
senior executive, they take decision in critical situation or to launch new product or services
they consult but decision power have only upper level management. In Ptcl company
decentralize policies used in small decision and lower management take decision which
Is good in short term but not good or beneficial for the long term value added services or
strategies.

Culture
PTCL organization culture is vast and friendly environment with the employees also with
their customers. PTCL employees do work at their best. They always do their work in detail
in order to maintain their organization best of best among the tele communicative
organizations.

People orientated
PTCL organization is the people oriented organization. First priority is the employees
satisfaction with the organization. They say that if the employees of the organization is satisfy
with the job then they work more efficiently and increase the productivity if employees
satisfy the customer is satisfy.

Team orientated
PAKISTAN TELECOMUNICATION LIMITED also try to work in team .They believe that
that the team members work more efficiently than the individual work.

Aggressiveness
The organizational employees are more aggressive and competitive instead of being
cooperative

Stability
The organization top management set the goals and give a guide to employees about work to
accomplish and try to stable in certain situations.

Innovation and Risk taking

5 | Page

PEOPLE

AND

ORANIZATION

MBA 5

The employees of the organization


have the capability of being innovative and the
employees are risk takers and management motivate the employees also try to deliver best
services to customer.

Core values

Professional integrity
Team work
Customer satisfaction
Loyalty to the organization

Pakistan telecommunication limited provides a set of values and also a redefine boundaries
in the telecommunication market and to increase and enhance productivity and always try to
reach in to new heights .We provide easy access to every person now a days to the new
idea and products of the organization. The most important is that by setting the value and
always motivate the employees by gaining the spirit of innovation and giving the higher
standard living through the ICT services.
The past six decades just it has been that PAKISTAN TELECOMUNICATION LIMITED is
going to be the first choice of the customer in future.

Symbol
The symbol or logo is a unique identity of any organization. Symbols also give a meaning
and mostly people knows about the symbol of the well reputable organizations. The symbol
of PAKISTAN

TELECOMUNICATION LIMITED is shown below:


Hello to the Future is a symbol of the
Brand value, strategies and the vision
Of the PAKISTAN TELECOMUNICATION
LIMITED. Basically hello to the future
Have two word hello and the future. hello means that the PAKISTAN
TELCOMUNICATION LIMITED welcome the customer and to inward communication
with the world and future means that the organization always promise to the customers by
giving values and more innovative ideas and products.
PTCL have a good reputation organization and established a single entity which are
moving for achieving targets and success by providing solution of the needs of the
customers . PTCL says that the in future we are trying to more strengthen of the
organization.

6 | Page

PEOPLE

AND

ORANIZATION

MBA 5

Teams
PTCL made a cross functional team to launch Chaarji. The team members are from different
cities and of different departments. There are some issues related to this team, because
members are from different cities and from different departments. There is a lack of trust
between the team members. There did not feel comfortable to share information with each
other.

Team Dysfunctions
Lack of trust
As the team members are from different cities and from different departments there is
a lack of trust between the team members, so they conceals there weaknesses from
each other and as a result of this these weaknesses were not overcomes. Those
members who had some weaknesses feel shy to ask for help from other team
members. On the other hand no one is willing to offer help to other member as they
thought that it might hit their personal interest. In this situation of uncertainty most of
the team members failed to recognize their skills.

Fear of conflict
As trust is lacking between the team members, team members avoid to participate in
the key issues, so these issues remains unsettled. Due to this back channel comments
and inferior discussion between the team members. , this cause great loss to the
organization and team members show artificial harmony.

Inattention to Results
In this team tem members put their individual goals above the collective goal of the
team. The team members are not giving importance to their collective goals due to
this PTCL suffers.

Bad apple effect


teams have diversity so there are few individuals who had negative attitude and
behaviour which would definitely had the adverse effect on the other team members.

INEFFECTIVENESS

7 | Page

PEOPLE

AND

ORANIZATION

MBA 5

Due to these dysfunctions team become toxic. This toxic team is due to the negative
behaviour of few members which would in result de-motivate the remaining team
members.

Four Steps for Dealing with a Toxic Team:

Find the toxic behaviours and their impact


Claim and assign responsibility
Choose your interventions
Implement and monitor

Find the toxic behaviours and their impact


Behavior

Operational
Impact

Emotional
Impact

Assumptions

Team Leader
doesnt share
information

Deadlines were
not meet

Team members
thought that
their leader did
not trust them as
he is hiding
information

Leader does not


trust us as he is
hiding the
information

Team members
never offer
opinion

Valuable
knowledge and
insight from
team members
with a newer
technology
perspective
doesnt get
incorporated.

Claim and assign responsibility


Behavior

Direct Responsibility

Team Leader doesnt


share information

Team leader

Team members never

Team members as they

8 | Page

Indirect
Responsibility
Team members as they
did not ask the leader
to share the
information
Team leader as the

PEOPLE

AND

ORANIZATION

MBA 5

offer opinion

dont point out the


problem

members are scare of


sharing the ideas.

Choose your interventions:


Collective interventions
The management is sending the email to every member of the tem. Holding a meeting
with all the team members to resolve the issue.

Implement and monitor:


Assign the responsibility to every individual of the team. The main purpose is to focus
on the future rather than to blame the past. And finally continuously monitor the
changes after implementation of new strategy.

Healthy team
Responsibility is accepted by the members who are responsible apologies happen and
mistakes were forgotten in order to achieve the collective goals. Ideas are freely flown
now because there is a trust between the group members. Feedback is now accepted in
a positive sense.

Conflict Management
The ongoing strike of employees of the biggest telecommunication service provider, PTCL,
for the past one month has disturbed on-line banking, internet/DSL facility and business
activities in the country. Besides, the company is suffering revenue loss of Rs 10 million per
day as its 0.245 million telephones remain dead and sales of its products have stopped in the
country, PTCL officials told Business Recorder here on Monday.
The officials, who wished not to be named, said that just in Lahore more than 0.14 million
telephone are out of order and remain unattended by the PTCL linemen and workers. These
dead and unused telephones in Lahore alone are causing a daily revenue loss of Rs.5 to 6
million, they added.

They said due to the prolonged strike and disturbance in on line banking in several branches
of banks on account of 0.245 million dead PTCL telephones, customers specially
businessmen, industrialists and organizations are switching over to other service providers for
carrying on their normal business, trade and commercial activities.
9 | Page

PEOPLE

AND

ORANIZATION

MBA 5

Official sources said that hundreds of thousands of PTCL customers of Central Exchange
Mall Road, Multan Road Exchange, Samanabad Exchange, Garden Town Exchange, Egerton
Road Exchange Misri Shah, Shahdara Exchange , Ferozepur Road Exchange, Cantonment
Exchange, Defence Exchange etc. are suffering anguish as their complaints for repairs of
telephone lines remain unattended since long especially at a time when their kith and kin
living abroad desperately wanted to talk to them on the eve of Eid-ul-Fitr.
A whole sale dealer of sugar and other commodities of Akbari Mandi told that his telephone
had been dead for past one week, however, Executive Engineer of his telephone exchange has
expressed his inability to restore dead telephone connection and remove the faults as all
linemen and lower staff were on strike.

It is an irony that the government which gets


substantial revenue as GST on the telephone bills was
not making any effort to resolve the conflict between
the PTCL management and the workers, though
Advisor to the Prime Minister on IT Senator Latif
Khosa was sympathetic to the workers demands,
officials added.
It may be recalled that PTCL employees in grade 1 to 16 had been on strike for past one
month to press for their demand of 50 percent raise in their salaries as given by the
government to its employees. Pakistan Telecommunication Company Ltd (PTCL) says that
after privatization PTCL is a privately run organization, which follows private sector
practices for the betterment of its employees.

However, PTCL has offered to raise employees


salaries by 30 percent on their running pay scale
and 20 percent December and June performance
10 | P a g e

PEOPLE

AND

ORANIZATION

MBA 5

based raise in terms of good conduct, punctuality


and discharge of their normal duties and some
other facilities which had been rejected by the PTCL
workers union.

Representatives of PTCL workers unions said that the police have arrested 200 members of
Workers Alliance under MPO (Maintenance of Public Order) 16 who had participated in the
Dharna at the PTCL headquarters last week. It may be recalled the management control of
government owned Pakistan Telecommunication Company Limited (PTCL) was transferred
to Etisalat International Pakistan (EIP), a subsidiary of Emirates Telecommunication
Corporation (Etisalat) of United Arab Emirates in April 2006.
In a written statement PTCL telecom lines staff union, PTCL Muttahida Workers Ittehad,
Employees Union CBA, said here on Monday that they would not call off their strike till
employees salaries were raised by 50 percent, their imprisoned leaders were released
unconditionally and other demands were not met. They said the seven unions, Muttahida
Workers Ittehad, was not a par to the PTCL management announcement on Monday that the
workers had ended their strike.

Update
The PTCL management has served a public notice warning employees to resume
duties by 15th September else they shall be terminated.

11 | P a g e

PEOPLE
MBA 5

Negotiation:

12 | P a g e

AND

ORANIZATION

PEOPLE

AND

ORANIZATION

MBA 5

On issuing Memo of 30% Pay Raise: What SEVP Mazhar addressed?


The management reaffirms its commitment to uphold the best interest and welfare of its
employees. In continuation to our circular dated 11th August 2010, we are pleased to
announce following revisions in the salary increase of employees:
1. For the sake of uniformity, 50% of Initial Basic Pay is converted to 30% of Running Basic
Pay for all non-management regular and NCPG employees effective from 1st July 2010.

Negotiations Failed: PTCL Management stick on 30% Now Dharna Final:


Union Leaders Announced:

Negotiations Failed: PTCL Management stick on 30% Now Dharna Final: Union Leaders
Announced:
Negotiations between PTCL Management and PTCL Unions Leaders Failed due to
Management Stickiness on 30%. Negotiation held in Islamabad and it remained 5 hours. Mr.
Mazhar SEVP and others represented Management and Malik Maqbool, Zahid Dabeer,
Ammad ul Hassan Qureshi and Hafiz Lutfullah repesened PTCL Workers. After Negotiations
Failure Unions Leaders termed Dharna Final on Tuesday August 31, 2010.

That negotiation failed.

13 | P a g e