final for ptcl

8/18/2019 Final for PTCL

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INTERNSHIP REPORT ON

PAKISTAN TELECOMMUNICATON COMPANY

LIMITED

BY:

Abdul Ghafoor

1!"#$!1

BBA %Ho&'( #1$ #1)

UNI*ERSITY O+ GU,RAT

1


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Par- 1

1. I&-rodu/-0o&:

Students of BBA (Hons) studying courses leading to Bachelor degree in Business

Administration are required to undergo an internship program of six week duration. The

internship is followed y comprehensi!e report writing" required to sumit to the #aculty

of $anagement % Administrati!e Sciences in &artial #ulfillment of the 'equirements for

the egree of Bachelors of Business Administration of ni!ersity of *u+rat. This report

is properly e!aluated on the asis of its description and analytical capailities y internal

and external examiners. , did my internship in '--/- department of the &T01

gu+rat.

1.1 Puro'2 of '-ud3:

,t is requirement of the ni!ersity of *u+rat for Business degree to do internship in

recogni2ed organi2ation and to get the knowledge aout how the organi2ation works.

1.# Ob42/-052':

The o+ecti!e of the study is to work in real life situation and learn anking practice y

doing. ,n this context its o+ecti!es are3

• To gain practical experience and knowledge

• ,t will de!elop skills in the application of theory to practical work situations

• To de!elop concrete and feasile recommendations.

•

To impro!e report writing skills

• ,t will pro!ide me with an in4depth knowledge of the formal functional acti!ities of

a participating organi2ation

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# H0'-or3 of -h2 or6a&07a-0o&:

A BRIE+ HISTORY O+ TELECOMMUNICATION IN PAKISTAN

The history of telecommunication in the su continent is as old as the history of our

sla!ery. ,n the sucontinent efore independence this sector was under the ,ndian post

and telegraph department and de!eloped as a successful industry. The role of

telecommunication in &akistan can e roadly di!ided in to four phase.

PAKISTAN POST AND TELEGRAPH

At the time of independence and telecommunication ser!ices were performed y a

single department known as &akistan post and telegraph (&%T).his department started

its telephone ser!ice with only 56789 telephone lines and se!en telegraph offices all

o!er &akistan. All the telephone ser!ice at that time was manual. This department

continues its usiness up to 5:96.the go!ernment of &akistan adopted the go!ernment

of ,ndia telegraph act 5;; to control and direct the acti!ities of telecommunication.

PAKISTAN TELEPHONE AND TELEGRAPH %PT8T(

The first step towards reform in telecommunication sector was made in 5:96.when the

ayyu khan go!ernment decided to split up the (&T%T) department into two separate

departments &akistan post and &akistan telephone % telegraph (&T%T) under the

presidential ordinance. The &T%T in fact a ci!il ser!ice department under the minstrel

controls. This department was headed y director general. The decision making power

was concentrated with the post of dg" whilst the responsiilities were delegated

to general managers and chief engineers and general managers reporting directly to the

director general. The centrali2ed structure of &T%T caused inefficiency in operations

and long delay in implementing decisions. At the time of inception of &T01 the total

numer of employees working in &T%T was 8


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PAKISTAN TELECOMMUNICATION CORPORATION %PTC(

The decade of 5::=s rought aout many changes in the economic structure of

&akistan. The go!ernment of &akistan pursued the deregulation and lierali2ation policy

in production and ser!ice industry. The ma+or change in this regard was pri!ati2ation

and deregulation of many of the departments of go!ernment of &akistan. The o+ecti!e

was to reduce the urden of the go!ernment minimi2e the ureaucratic influence and

impro!e the efficiency of these departments.

A ma+or reak through in the history of telecommunication in the country occurred with

the gradual deregulation and pri!ati2ation of t) t" at the first stage &akistan telephone

and telegraph department (&T%T) was con!erted into a statutory corporation &akistan

telecommunication corporation. >n ecemer


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&akistan Telecommunication 0ompany limited (ptcl)

&akistan telecommunication authority (&T01)

/ational Telecommunication 0orporation (/T0)

#requency allocation oard (#AB)

&akistan telecommunication authority is a regulatory ody responsile for monitoring

the telecommunication usiness in &akistan. ,t frames rules and regulation for pri!ate

telecom companies such as moile phone companies" internet ser!ice pro!iders"

paging companies and pay card phone companies. ,t also issues licenses to the new

companies in entering to this usiness.

/ational Telecom 0orporation (/T0) is responsile to pro!ide the telecommunication

ser!ices to the !arious departments of go!ernment and armed ser!ices.

&akistan Telecommunication 0ompany limited is the primary pro!ider of

telecommunications ser!ices in &akistan. The range of its ser!ices includes asic

telephone" telegraph" fax" telex" email" digital cross connect" pulic data network"

internet" isdn" and other digital facilities. The total numer of installed telephone lines at

une 7=" 5::; was 7


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To e the leading ,0T ser!ice pro!ider in the region y achie!ing customersD

satisfaction and maximi2ing shareholdersD !alue.

M0''0o&

To achie!e our !ision y ha!ing3

• An organi2ational en!ironment that fosters professionalism" moti!ation and

• quality

• An en!ironment that is cost effecti!e and quality conscious.

• Ser!ices that are ased on the most optimum technology.

• EFualityG and ETimeG conscious customer ser!ices.

• Sustained growth in earnings and profitaility

Cor2 *alu2'

&rofessional ,ntegrity

0ustomer Satisfaction

Teamwork

0ompany 1oyalty

9 Na-ur2 of -h2 Or6a&07a-0o&:

&akistan Telecommunication 0ompany limited is a telecom which pro!ides

communication ser!ices to the customers at road le!el ,n &akistan. &T01 is on top in

this usiness ecause they pro!ide their ser!ices all o!er the &akistan and also ha!e a

large numer of shares in the market. &T01 pro!ide ser!ices to e!eryone in the country.

They pro!ide their ser!ices to the general customers" usinesses" go!ernment" and

military. &T01 earn profit y pro!iding these ser!ices to the customers and usinesses.

The ser!ices which &T01 pro!ides are landline telephone" roadand ser!ices" -!o"-!o 7* wingle" smart T!" 4fone etc.

) Bu'0&2'' *olu2:

&T01 is the largest organi2ation in telecom sector which pro!ides communication

ser!ices all o!er the &akistan. Total asset of it were 's.5


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5=:ne $illion Broadand 0ustomersD mark this year. The year under

re!iew saw a wide range of new ser!ices and products introduced under the

anner of 7* I->D. 1aunch of 7* -> Ta" a @ inch ?i4#i talet and

->'>," a smart phone with uilt in 7* -> capaility" for high speed

internet4on4the4go connecti!ity estalished &T01 as the pioneer in the country for

moile data connecti!ity. Another first was Tenda 7* ?i4#i router that supports

7* connecti!ity through plug4in of any 7* -> de!ice.

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• The SA$-/A Award 6=55 is another historic milestone for &T01 in its continuing

+ourney of technological progress and usiness achie!ement"G said 0-> %

&resident $r. ,rshaid on the occasion. E,t is a result of the rilliance and hard

work of all &T01 employees who are usy ringing the est of inno!ation and

ser!ice to our !aluale customers. , also extend my sincere gratitude to the

millions of &T01 customers who ha!e made this award possile ecause of their

continued faith and trust in our ser!ices.GThis yearDs Award is &T01Ds second

consecuti!e win at the prestigious gloal SA$-/A annual forum. ,n 6=5=" &T01

had won SA$-/ADs EBest #ixed >perator AwardG in recognition of its competiti!emarket edge and impressi!e growth.

• &T01 ?on the 6=56 0onsumer 0hoice Award as the EBest

?ireless BroadandG ,nternet ser!ice pro!ider. The 0onsumers

0hoice Award is one of the most recogni2ed and prestigious e!ent of the

countryDs usiness calendar"G said &T01 S-& 0ommercial" /a!eed Saeed on

the occasion. E&T01 -> has een winning this award each time. ,t is a old

testament of our customersD firm faith" trust and confidence in our aility to deli!er

what we promise unlike anyone else" which makes us stand out amongst all

players.G

• &akistan Telecommunication 0ompany 1imited (&T01) has een honored with

the E5=th Tera data /ational ,T -xcellence AwardG for its 7* -> ?ireless

Broadand ,nternet pro+ect y worldDs leading analytic data solutions company"

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Tera data. The award recogni2es &T01Ds effecti!e program management and

product launch of &akistanJKs strongest rand names in the telecom world 4 &T01

7* -!o ?ireless Broadand ,nternet. This pro+ect resulted in the fastest" most

comprehensi!e and inno!ati!e telecom product launched y &T01" which has

re!olutioni2ed the li!es of &akistani people and has put the country on the path of

progress.

• &akistan Telecommunications 0ompany 1imited (&T01) has won the prestigious E6nd

*loal H' -xcellence Award 6=55G in recognition of its outstanding organi2ational

performance in the telecom sector.

• &T01 ?on the Enational en!ironmental excellence Award6=55G y the

national #orum for en!ironment % health (/#-H).

• &T01 ?on the EBest 0orporate Social responsiility ,nitiati!e 6=5546=56

AwardG y n#eh and nited nations -n!ironment &rogram.

< Produ/-' A&d S2r50/2':

Broadba&d Pa=0'-a&

&T01 Broadand is the largest and the fastest growing road and ser!ices in

&akistan. Since its launch on 5:th $ay 6==@" &T01 has acquired close to 5

9

http://www.linkedin.com/company/ptcl-official/broadband-pakistan-1292051/product?trk=biz_producthttp://www.linkedin.com/company/ptcl-official/broadband-pakistan-1292051/product?trk=biz_product


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$illion Broadand customers in o!er 5=== cities and towns across &akistan" leading the

proliferation and awareness of Broadand ser!ices across &akistan.

-xperience the ,nternet at its fastest with high4speed access from Broadand &akistan"

simultaneously" en+oy !oice ser!ices o!er the same telephone line without any extra

caling connectionsL Broadand &akistan offers S1 ser!ice with unmatched reliaility"

affordaility and connecti!ity.

E*O >0r2l2'' Broadba&d

-xperience the e!olution of the roadand re!olution with &T01Ds -!o 4 the ultimate solution for

high speed internet access on the mo!e. ust plug and play or work at home" in the office or

anywhere in etween. ThereDs no end to your imagination nor to what you can do with -!o.

-n+oy up4to 7.5$ps download and up4to 5.;$ps upload.

+2a-ur2'

• Superior 7* experience (->4'e!4A)

• Broad and ser!ice in your pocket

• nlimited downloads

• A!erage download speed from


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• SBN '8SN ?i4#i interfaces a!ailale

• &lug % &lay 4 ,nstant 0onnecti!ity

• &ost % &re4paid illingM packages a!ailale

Sar- T5

&T01 S$A'T T sing its state of the art road and network" &T01 entered the

media sector on 58th August 6==;" y launching a digital interacti!e tele!ision ser!icefor the first time in &akistan. -mploying the ,&T (,nternet &rotocol T) technology"

&T01 rought &akistan in the list of a few countries across the gloe that offer this state

of the art interacti!e T ser!ice to its suscriers.

Branded under I&T01 Smart 1ineD" the ser!ice includes interacti!e tele!ision"

Broadand and !oice telephony all at the same time on &T01Ds telephone line. Besides

offering the highest digital quality T picture" the most re!olutionary section of this

offering is the aility to IrewindD and IpauseD li!e T channels through TST ( Time Shift

Tele!ision) feature" the aility to lock M unlock any T channel for parental lock and

the aility to search through !ideo on demand content. 0urrently &T01 Smart T offers

its !iewers 56< li!e channels and o!er


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&T01 landline has always een a part of family and pro!iding ser!ices from generations

and it continues to e the primary choice of customers for making !oice calls from many

decades. &T01 gi!es its customers highest quality at !ery affordale rates along with

attracti!e packages and !alue added ser!ices to choose from. &T01 offers many

attracti!e packages like #reedom &ackage" ,nternational &ackages" $oile Buckets %

oule p nlimited (doule play ser!ices)

*$fo&2

&T01 also continues to e the largest 0$A operator in the country with approximately

5.79 million fone customers. ,t gi!es the lierty of payment in oth prepaid and

postpaid options. ,t offers fixed wireless telephone for your homes % usiness. ?ith

0$A6=== 5P technology" ours is the largest ?11 network with a capacity of 6.9$"

co!ering o!er 5="=== uran % rural areas. The network is already enaled for oice"

ialup internet access(5


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Board of Directors

CEO

Project Director

Marketing

&

Sales

FinanceInformation SystemCustomer Care Engineering

Quality

ssurance

Information tec!nology"#

&

dmin

aout space limitations all work together to make your talet experience eyond

imagination.

• -nhanced &erformance

• $agic of Android 8.=

• The Touch +ust got e!en etter

• >ne touch access to 0ommunication

• -xperience super quality photos with


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Members of Board of Director:

Mr. Akhlaq Ahmad Tarar

Chairman PTCL Board

Mr. Abdulrahim Abdulla Abdulrahim Al NooryaniMember PTCL Board

Dr. Waqar Masood Khan

Member PTCL Board

Dr. Daniel Rit

Member PTCL Board

Mr. !asir "adir

Member PTCL Board

Mr. Am#ad Ali Khan

Member PTCL Board

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Mr. $adhil Mohamed %rhama Al AnsariMember PTCL Board

Mr. &erkan 'kandan

Member PTCL Board

Mr. (amal &ai) Al (ar*an

Member PTCL Board

Ms. $arah "amar

Com+any &e,retary PTCL

&-ST1 analysis3

Pol0-0/al A&al3'0':

&olitical factors are those factors which are directly o!erlooked and controlled y go!ernment

and political parties and these factors directly or indirectly influence organi2ation operating inthat region.

Pol0-0/al 0&'-ab0l0-3

,n &akistan political en!ironment are not stale that is the ma+or threat for telecommunication

industry ecause no one knows at what time go!ernment will change and with the change of

go!ernment policies will also change.

T2rror0':

Terrorism is the ma+or prolem that is facing &akistan in now a days that is the most crucial

factor that is hurdle in the growing in the telecommunication sector ecause no one knows

aout the terrorist acti!ities

Pr0/0&6 r26ula-0o&:

,n &akistan go!ernment dictates the pricing regulations so that influence the smooth working of

the telecommunication industry

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I&52'-or fr02&dl3 2&50ro&2&-:

*o!ernment of &akistan os trying to pro!ide more in!estor friendly en!ironment y gi!ing themmore safety and enefits

E/o&o0/ a&al3'0':

-conomic factors are directly controlled and influenced y the financial institutions like State

Bank of &akistan (SB&). So they help the industry in gi!ing economic soundness and pro!ide

financial aids to sur!i!e in time of crises.

O52rall 2/o&o0/ /o&d0-0o&' ar2 &o- 52r3 'ou&d:

>!erall economic conditions are not !ery good for any industry ecause rate of inflation is

increasing day y day and !alue of currency is going to depreciate day y day which causingincrease in the !alue of loan payale that is another ma+or threat for telecommunication sector.

Eff0/02&/3 of f0&a&/0al ar=2-' 0' &o- 6ood:

,n &akistan all the financial institutions are controlled y go!ernment rather than the head of

financial institution State Bank of &akistan. 'ate of interest is increasing day y day then any

country in the world so its make impossile for the telecommunication industry to take loan

facility.

+or206& d0r2/- 0&52'-2&- %+DI(:

The telecommunication sector is one of the most profitale sector and is ale to attract foreign

currencies due to which go!ernment is trying togi!e most enefit to this sector

Lo;2'- labor ra-2':

1aor cost in &akistan is !ery low as compared to other countries due to which this is also an

opportunity for the Telecommunication Sector.

So/0al a&al3'0':

Social factors are the factors that are directly attached with the people and with the culture of a

specific region.

C2l2bra-2 lo-' of f2'-05al l0=2:

&akistani people celerate lot of festi!als on that occasions they try to make contact to their

family and other at any cost. These occasions are -id celerations ashn4e4 Baharan and other

cultural festi!als. They create a lot of opportunities for telecommunication industry so they make

calls to their relati!es on that particular occasions.

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Poula-0o& 0' 0&/r2a'0&6 ra0dl3:

The total population of &akistan approximately 6= crore. The population is increasing rapidlywhich increase the cellular usage and increasing profit.

Corru-0o&:

0orruption is the ma+or threat for any industry in the &akistan that is ecause people are

unaware and un educated ut now a days telecom companies are working on that

D2'-ro30&6 /ul-ural &or':

Although these companies are ringing positi!e change in the society ut also destroying the

social culture and pro!iding the negati!e attitude to the young generation of the country y

pro!iding late night ser!ices that is affecting the cultural norms and sducation of younggenerations.

T2/h&olo60/al a&al3'0':

Technology is the most known word in the modern world so anu ad!ancement in the technology

affects the industry if industry settles them accordingly them it opens a lot of doors of success

and achie!ement if they do not respond towards the ad!ancement then that particular company

goes in to darkness.

T2/h&olo63 0' /ha&60&6 -h2 a--0-ud2 a&d b2ha50or:

Telecommunication technology is changing the eha!ior of people and pro!iding them

opportunities to get the right future.

9G ob0l2 -2/h&olo63:

The latest technology of 7* moile communication has een marked and &TA ha!e gi!en

license due to which the growth of &T01 will e intense.

+o/u' o& 0&/r2a'0&6 -h2 /o52ra62:

The current focus of telecommunication industry is on increasing the co!erage rather than up

gradation of system (ignoring 7*). they should upgrade the system to meet the requirement of

the modern world.

? DEPARTMENTS O+ PTCL

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-!ery organi2ation is di!ided into definite departments. -ach department performs

different kind of +os and requires staff with speciali2ed skills to handle particular +o.

This increases the efficiency of workers and makes Q

There are se!eral aspects on which departmentali2ation in an organi2ation can e

ased. The di!ision can e done on the asis of function" product" customers or

geographical locations.

The &T01 Head Fuarters is comprised of se!eral departments. The di!ision is made on

the asis of function they perform. Hence it can e concluded that &T01 has adopted

the policy of functional departmentali2ation. The main departments of &T01 are

mentioned elow.

5. Human 'esource $anagement ept.

6. #inance ept.

7. 0ommercial ept.

8. >perational ept.


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< To meet the future challenging situations in the face of pri!ati2ation and post

monopoly challenges" a corporate culture and competiti!e en!ironment has to e

e!eloped" for which all the a!ailale resources ha!e een taped.

9 Special training courses and workshops ha!e een conducted for the top and middle

management through reputed organi2ations.

@ -fforts are eing made to impro!e producti!ity and efficiency of the 0ompany while

emphasis is also eing placed on effecti!e management employees relationship and

etter line of communications to achie!e corporate goals

+0&a&/2 d2ar-2&-

This department is di!ided into following three su4sections3

• #inance

• Accounts

• 'e!enue

The #inance ?ing deals with the re!enue matters of the company % the Accounts

?ing is responsile for proper ook4keeping of the financial transactions" commercial

audit % preparation of periodic accounts of the company. The Accounts >ffice of

&T01 is in 1ahore.

#inance is the ackone of e!ery organi2ation ecause without finance any

organi2ation canDt run its usiness. ,t plays an important role in determining the long4

term o+ecti!es and e!aluating the feasiility of the usiness. The financial acti!ities

of &T01 ha!e een split up into three ma+or ranches3 #inance" Accounts %

'e!enue. The details regarding this section will e co!ered in finance section with

reference to my pro+ect

Ma0& off0/2'

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The head office of &akistan Telecommunication 0ompany 1imited is situated in Sector *4;M8

,slamaad" which is headed y the E&residentG. >ther regional head quarters of &T01 are as

follow

• ,slamaad Telecom 'egion

• 'awalpindi Telecom 'egion

• Ha2ara Telecom 'egion

• /orthern Telecom 'egion

• 1ahore Telecom 'egion South

• 1ahore Telecom 'egion /orth

• $ultan Telecom 'egion

• #aisalaad Telecom 'egion

• Southern Telecom 'egion45 Hyderaad

• Southern Telecom 'egion46 Oarachi• Southern Telecom 'egion48 Sukkur

• Southern Telecom 'egion4Fuetta

• Switching /etwork 0entral 'egion 1ahore

Co2r/0al D2ar-2&-

5 0ommercial section with qualifiedMexperienced staff is eing estalished.6 0ompany section is taking oth short4term and long4term !iew of emerging trends of

highly competiti!e markets as its monopoly is coming to an end.

7 ,t analy2es all the possile 0ompany options" i.e. introducing new ser!ices" adopting

new technologies to maintain the leading role in the sector and preser!e its

dominant position in the industry.

8 The 0ompany likes to reiterate that it will continue to play a prominent role in

Telecom sector of &akistan.

< ,t considers that one of the most important aspects of the forthcoming competiti!e

en!ironment is pricing of products and ser!ices.

9 The new paradigm would require cost4ased ser!ices with thin4profit margins ut

higher !olumes. ,nherently" &T01 ser!ices were not cost4ased. There were in4uilt

susidies and long distance calls" oth domestic and international" were highly

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priced. The 0ompany" therefore" e!ol!ed strategies of gradual price rationali2ation

O2ra-0o&al D2ar-2&-

$anages operations of &T01 HF" with regional offices" ranches" and" susidiaries as

well as with other corporations.

T2/h&0/al D2ar-2&-

This department is engaged in the management and control of technical aspects of the

company" e.g. technical manpower" technical training" technical equipment" etc.

IT D2ar-2&-

This department is estalished to introduce new and ad!ance technology in &T01. ue

to ,T department working system is to con!erted in a computeri2ed system.

Corora-2 D252lo2&- D2ar-2&-

This department deal corporate le!el issues such as &TA" ,nternational Telecom nion"

1egal and 'egulatory affairs etc.

S2/0al Pro42/-' D2ar-2&-

This department is doing their acti!ities on ehalf of president.

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MY LEARNING AT PTCL

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Par-$II

I&-2r&22 ;or=:

I&-rodu/-0o& of E@/ha&62

, completed my internship at '--/- % 0>11-0T,>/ department of &T01. ,t is

located at main *.T road near -id *ah $as+id *u+rat. There are almost 97 exchanges

who work under this exchange. ThatDs why the exchange remains !ery usy. ,t is also

known as central exchange. The exchange make progress day y day ecause they not

only pro!ide landline ser!ices" they also pro!ide road and ser!ices" -!o ser!ices"

smart t! etc which not only retain the existing customers ut also attract the new

customers. ue to the extension in ser!ices the market share of &T01 increase. They

also make contriution in the progress of countryDs economy.

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There are four employees in the '--/- % 0>11-0T,>/ department including

manager. All employees in the department are !ery friendly" cooperati!e and hard

working. They are well equipped and ha!e their grip aout +o. The working

en!ironment is also !ery friendly in the department.

, started my internship at &T01 *u+rat on 9 th Septemer 6=57 and which completed on

5@th >ctoer 6=57.i learnt many skills like communication skills" numerical skills" and

time management skills. , worked under the organi2ation culture which pro!ed fruitful to

enhance my ailities. $y timing during internship was : a.m to < p.m.

>22=l3 -02-abl2:

Da-2 Da0l3 >or=

1'- >22=

Su2r50'or '06&a-ur2 =94=:46=57 Or02&-a-0o&:

#irst day in 'e!enue and collection department of &T01.

,ntroduction aout &T01 and all staff of the department.

Today the epartment manager $r. $u+ahid gi!es me

introduction aout 'e!enue and collection department of

&T01. These are the main functions of department.

D0'-r0bu-0o& of B0ll'.

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'e!enue department make the distriution of ills.

I''ua&/2 of Dul0/a-2 B0ll'.

epartment issue duplicate ills in case of loss of ill from

customers.

Error Corr2/-0o& of B0ll'

epartment also make the correction of wrong ills.

Coll2/-0o& of D2faul-2r Aou&-.

epartment also collect the ad dets amounts of ills from

customers.

=@4=:46=57 L2ar& abou- '/roll' a&d '/roll r2or-.

• Scroll is that part of ill which anks" *pos"and other

organi2ations that pro!ides utility ills ser!ices"

recei!e from the customers.

• All those organi2ations which pro!ide utility ills

ser!ices" send daily reports along with scroll To the

'--/- and 0>11-0T,>/ department of the

&T01" which contains how much ills are pays y the

customers and how much amount has een

transferred to the account of the &T01.

?hen these daily reports recei!ed in the '--/-

and 0>11-0T,>/ department" the accountant then

separate the reports and scroll and waste the scrolls

ecause reports contains the record aout the scrolls=;4=:46=57 Su&da3 Hol0da3.

=:4=:46=57 L2ar& abou- /a'h r2/o&/0l0a-0o& '3'-2.

The cash reconciliation system is use to make the entries of

the scroll reports.

0ash reconciliation system consist of followings things.

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ate.

ate of the collection amount. Scroll amount.

How much amount collected per ill. Stu numers or scroll numers or customers

numers.How much customers made the payments of ills in a

day. 0ollection organi2ation code.

1ike *&>R87" HB1R56" $0BR58

5=4=:46=57 Pra/-0/al ;or= o& /ou-2r -o 2&-2r -h2 da-a of '/roll

r2or-' 0& /a'h r2/o&/0l0a-0o& '3'-2.554=:46=57 L2ar& abou- 2rror /orr2/-0o& of b0ll'.

• -rror correction of ills means to correct the ills of

the customers .sometimes it happened that the

customers made the payment of the last month ut

wrongly it include to the next ill or the customers who

use the S1 ser!ices of the &T01 had closed the

ser!ice in the last month ut it also include to the ills"

when these types of error occurred" the '--/-

and 0>11-0T,>/ department play their role to made

the correction.

Da-a 2&-r3 o& /ou-2r of '/roll r2or-'.

564=:46=57 L2ar& abou- Th2 B0ll0&6 8 Cu'-o2r' /ar2 '3'-2.

,t is the software which is used in 'e!nue % collection

department"to check the pre!ious detail of ills payment and

made the correction according to it.

26


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To /h2/= d2-a0l' abou- r250ou' a32&-' of b0ll.

• -nter the area code.• -nter the land line numer.

• Set the date and then press enter.

#&d >22=

Su2r50'or '06&a-ur2 574=:46=57 ;or= o& /ou-2r -o 2&-2r -h2 da-a of '/roll r2or-' 0&

/a'h r2/o&/0l0a-0o& '3'-2.

584=:46=57 ;or= o& /ou-2r -o 2&-2r -h2 da-a of '/roll r2or-' 0&

/a'h r2/o&/0l0a-0o& '3'-2.5


28/53

1"$"$#19

They charge 's.< per distriution ill.

L2ar& abou- 0''ua&/2 of dul0/a-2 b0ll'.

• uplicate ills means the copy of the original ill.

The department issue duplicate ills when the original

ill is missing and not recei!e to the customers due to

some reasons

ho; -o 0''u2 dul0/a-2 b0ll'.

• To issue the duplicate ill simply enter the area code

and phone numer in the EB%00SG software and then

press enter.

• The software show all the illing details and then take

the print of that ill which the customers want.

• the stamp and signature is made on the duplicate ill

which shows that the ill is issued from the

department.

9rd >22=

Su2r50'or '06&a-ur2 6=4=:46=57

654=:46=57

S2ara-2 '/roll' a&d '/roll r2or-'.

• 'ecei!e posts from post man.

• Seprate scroll and reports.

• Arrange the reports according to anks.

U'2 /ou-2r -o 2&-2r -h2 0&fora-0o& abou- r2or-'.

se cash reconciliation software" which include.

ate.


28


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How much amount collected per ill. Stu numers or scroll numers or customers

numers.How much customers made the payments of ills in a

day. 0ollection organi2ation code.

1ike *&>R87" HB1R56" $0BR58

664=:46=57 Su&da3 Hol0da3.

674=:46=57 L2ar& abou- ho; -o 0''u2 -a@ '-a-22&-'.

• tax statement include how much tax is paid y the

customers per month y using this facility.

• Tax statement is issued for 5 year from 5 uly to 7=

une of the next year" for example 5 uly 6=56 to 7=

une 6=57.

•e'eporting is use to issue tax statements.

E&-2r -h2 da-a abou- '/roll r2or-'.

Mad2 -h2 /orr2/-0o& of b0ll'.

684=:46=57 L2ar& abou- ho; -o a=2 -h2 0&'-all2&-' of b0ll'.

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• sometimes customers are not in a position to make

the payment of ills.• this ser!ices is also !ery fruit full in uilding strong

relationship with the customers

increase the chances that customers will make the

payment of doutful dets

E&-2r -h2 da-a abou- '/roll r2or-'.

Mad2 -h2 /orr2/-0o& of b0ll'.

0''u2 -a@ '-a-22&-'.

6


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=745=46=57

!-h >22=

Su2r50'or '06&a-ur2 =845=46=57

=


32/53

the manager and employees makes the new planning of the new coming work" and

makes new rules and regulation. ,n meeting they also discuss aout their customer

ecause the main work of '--/- % 0>11-0T,>/ department is to pro!ide

customer care ser!ices thatDs why all the employees gi!e priority to the customers and

tries to fully satisfied the customers. ,t is often said that a usiness is in loss when their

customers are not happy with the products and ser!ices. ThatDs why to sur!i!e in the

market it is necessary to pro!ide well satisfied customer care ser!ices to the customers.

,n meeting an employee is selected whose duty is to go printing office of the ptcl 1ahore

and ring the new telephone ills of the customers.

+u&/-0o&' of RE*ENUE 8 COLLECTION D2ar-2&-

Bill printing and 'ecei!ing Arranging and istriution.

,ssuance of uplicate Bills.

-rror 0orrection of Bills

0ollection of efaulter Amount.

0ash 'econciliation system.

'eco!ery.

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$ake ,nstallment of Bills.

,ssuance of Tax Statements.

B0ll r0&-0&6 a&d R2/2050&6on the next day of meeting" the selected employee gets up early in the morning

and come to office at 9 a.m and take a loader !ehicle from the &T01 office" and

went to 1ahore to take the printing ills from the printing office of &T01. The

employee start their +ourney at @ a.m and he has to reach at printing office efore

55 a.m. after reaching their" they separate all the cotton of the ills of all their

exchanges. Total


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payment of the tool tax tokens to the employee. There is 5:.


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The distriution is made in two *&>s. #irst of all we go to the *&> of the railway

station to deli!er the ills of rural areas. following are the exchanges whose ills are

deli!er to here.

E@/ha&62 Cod2 E@/ha&62 Na2 B0ll'

9=5 hoda Sharif 5:@

9=7 #eteh &ur 96=

9=8 *an+a


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97;

$achora 8@;

97: *ulyana 56:<

985 &indi 1oharan 69;

986 Bagharianwala 56@

987 Seeker ?ali 6


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After it we go to the main *&> of kachehry to deli!er the ills of the *u+rat area.

E@/ha&62 Cod2 E@/ha&62 Na2 B0ll'

9== *u +rat 97=8

9=6 *u+rat *TA1 @@@9

96: samma 7;<

98= *u+rat B1T 11-0T,>/ department of the &T01" which containshow much ills are pays y the customers and how much amount has een transferred

to the account of the &T01.

?hen these daily reports recei!ed in the '--/- and 0>11-0T,>/ department" the

accountant then separate the reports and scroll and waste the scrolls ecause reports

37


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contains the record aout the scrolls. After it the accountant uses the cash

reconciliation system to make the entries of the reports.

0ash reconciliation system consist of followings things.

ate.


How much amount collected per ill. Stu numers or scroll numers or customers numers.

How much customers made the payments of ills in a day.

0ollection organi2ation code.1ike *&>R87" HB1R56" $0BR58

, considered himself !ery lucky ecause , also ha!e practical experience aout cash

reconciliation system and perform daily work on it to enter the entries of scroll. , am

thankful to my accountant officer who appointed me as a accountant and put

responsiilities on me to record the transaction during my internship period. , enter the

data of almost @= to ;= reports daily with ease and comfort.

I''ua&/2 of dul0/a-2 B0ll'.

uplicate ills means the copy of the original ill. The '--/- and 0>11-0T,>/

department of the &T01 also pro!ide the ser!ices of duplicate ills to its customers to

uild a strong relationship with them.

The department issue duplicate ills when the original ill is missing and not recei!es to

the customers due to some reasons or sometimes the ill is damaged y the customers

or last y the customers" then the customers made a complaint in '--/- and

0>11-0T,>/ office.

?hen all these happen then the customers came to the &T01 office so that they recei!e

the duplicate ill and made the payment of ill in time to a!oid the extra charges. The

38


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employee whose responsiility is to issue the duplicate ills" also fully cooperate and

friendly with the customers and they issue the duplicate ill on the spot to a!oid

customers from any incon!enience" ecause their first priority is to fully satisfied the

customers and it is the main responsiility or task of the '--/- and 0>11-0T,>/

department.

, also work on it and gain some experience from it. The name of the software which are

used to issue the duplicate ills is EThe Billing and 0ustomers 0are SystemG and the

are!iation is EB%00SG.

To issue the duplicate ill simply enter the area code and phone numer in the EB%00SG

software and then press enter. The software show all the illing details and then take

the print of that ill which the customers want. After the printing of ill" the stamp and

signature is made on the duplicate ill which shows that the ill is issued from the

'--/- and 0>11-0T,>/ department.

Error Corr2/-0o& of B0ll'

-rror correction of ills is another ser!ices which is pro!ided y the '--/- and

0>11-0T,>/ department to its customers" it is another tool which are helpful to uild a

strong relationship with customers.

39


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-rror correction of ills means to correct the ills of the customers .sometimes it

happened that the customers made the payment of the last month ut wrongly it include

to the next ill or the customers who use the S1 ser!ices of the &T01 had closed the

ser!ice in the last month ut it also include to the ills" when these types of error

occurred" the '--/- and 0>11-0T,>/ department play their role to made the

correction. Sometimes the correction is made on the original ill and sometime new

duplicate ill is printed and made the correction on it.

Same EB%00SG software is used for correction .on the software all the pre!ious detail is

checked and then made the correction according to the detail" ecause software show

that the customer made the payment or not aout the last months.

?hen the correction is made" the daily record aout the correction is written on the note

ook and at the of month the manager made the ad+ustment of that record so that these

errors not e repeated in the next month ills and the customers cannot face any

prolem and remained satisfied and loyal to the organi2ation.

Coll2/-0o& of d2faul-2r aou&-

0ollection of defaulter amount means to collect the amount of ills from those

customers who ha!e closed their landline connection and lea!e the organi2ation. The

40


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defaulted amount is also known as ad dets. The employee who works in that

department known as Telecom 'eco!ery ,nspector and the are!iation is ET',G.

T', is assigned a target of ad dets for collection on e!ery month" which is easily

collected y the T', in a month. #or the collection of ad dets amount notice letters

are sent to the customers two or three times as a warning so that the customers made

the payment of the remaining ills. ,f the customers do not made the payment of the

remaining ills after recei!ing the notice letter" then the assistant of the T', go to the

home of the customers to reco!er the ad dets amount.

?hen the customers made the payment of reaming ills" then the scrolls of those

customers with scroll report are sent to the department y the organi2ation who collect

the amount of ad dets.

#irstly the scroll report of ad dets are transferred to the defaulter department so that

the T', clear the pre!ious record of these customers and then report are transferred to

the accounts departments so that the accountant also make the entry of that transaction

in the cash reconciliation system.

#or the collection of defaulter amounts &T01 offered incenti!es to the T', so that they

can e moti!ated and use their est skills in the work.

R2/o52r3

41


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'eco!ery means make calls to all that customers" who not make the payment of the

landline ills ut they still use the ser!ices of the organi2ation.

The difference etween reco!ery and collection of defaulter amount is that" in reco!ery

the calls are made to those who use the ser!ice of the organi2ation ut not made the

payment of the ills while in other case the amount is collected from those customers

who lea!e the organi2ation and close to use the ser!ice of organi2ation and not the

made the payments of ills.

According to me" it is a tough work in the department ecause we ha!e to communicate

to the customers and con!ince them to make the payment of ills. 0alling to customers

is looks !ery easy ut in reality it is not" ecause , ha!e an experience of it during my

internship period. customers use rude languages which is not easy to ear ut we ha!e

to ear it in any situation" ecause the main o+ecti!e of the '--/- and

0>11-0T,>/ department is to pro!ide etter customer ser!ices and sol!e their

prolems and to maintain the customers in the organi2ation ecause an organi2ation is

nothing without its customers" and customers are the main source for earning the

profits.

>ne day , reached in office and that day there is fewer urdens of other works ecause

of closing days. The manager calls me to the office and gi!es me the task of reco!ery.

$anager gi!e me two printed pages which consist of name of the customers" moile

numers" and the landline numers. Before , start the reco!ery task , was feeling !ery

comfort ecause , was thinking it is !ery easy and simple task and , will complete this

task in almost 5 hour ecause , ha!e to +ust make the calls to the customers and ask

the reason why they still not make the payment and when they will make the payment"

ut in reality , hardly completed task in 7 days ecause of the rude attitude and eha!ior

of the customers.

I&'-all2&- of b0ll'.

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,t is another facility which is introduced y the department to its customersN the purpose

of this facility is to make it easy for customers to make the payments of ills" ecause

sometimes customers are not in a position to make the payment of ills. So this

ser!ices is also !ery fruit full in uilding strong relationship with the customers as well as

increase the chances that customers will make the payment of doutful dets which

occur in past and which can e occur in future. ue to this facility customers will not

lea!e the organi2ation ecause the &T01 organi2ation make easier for customers to

introduce the installment facility.

I''ua&/2 of -a@ '-a-22&-.

Another facility which is pro!ided y the '--/- and 0>11-0T,>/ department to its

customers. Tax statement is issued for 5 year from 5 uly to 7= une of the next year"

for example 5 uly 6=56 to 7= une 6=57.tax statements include how much tax is paid

y the customers per month y using this facility.

S=0ll'

Cou&0/a-0o& '=0ll:

Before ,nternship , was not a good communicator ecause , was a shy person and did

not like to e friendly with e!eryone" and , sort out this weakness y doing internship in

&T01 where my mostly interaction was with the customers. *ood communication skills

are !ery important in any type of usiness. ,n '--/- % 0>11-0T,>/ department

of &T01 my main task is to sol!e the prolems of the customers related to their ills

thatDs why , learnt much from it and now , think , am a good communicator and can dealcustomers in good manners.

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Cou-2r '=0ll':

, also learnt many computer skills y doing internship in &T01 ., practically used all thesoftware during internship period. , learnt how to issue duplicate ills" how to make

correction of the ills and how to issue tax statements y using the software .

T02 a&a622&-:

,t is said that ET,$- ,S $>/-G. , was not also ale to manage my time !ery well

efore ha!ing the experience of internship in &T01 ut now , learnt what the importance

of time is and how to manage the time. ,n start of internship , feel difficult to manage mytime and can not complete all the tasks on time ut all the employees in department

cooperate with me !ery well and teach me how to manage the time in professional life

and now , am happy to learn this skills ecause time management in!ol!e in e!ery task

of life.

Nu2r0/al '=0ll':

/umerical skill is another skill which , learnt from &T01 during internship period. By

entering daily scroll amounts in cash reconciliation software , made my numerical skill

etter.

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R2'o&'0b0l0-02':

As a internee , perform many types of responsiilities in '--/- % 0>11-0T,>/department or &T01. , perform following types of responsiilities

R2/20-' Tabl23

#irst , perform the responsiility to welcome the customers who enter in the department

, made guidance to the customers to them any incon!enience along this , also recei!es

the daily post of the department and separate the scroll and report in arrange manner.

Da-a 2&-r3:

, also perform the responsiility of data entry of the scroll reports in the cash

reconciliation system in the department.

I''ua&/2 of -a@ '-a-22&-'3

,t is another responsiility which , perform in the &T01 during my internship. Tax

statement is issued for 5 year from 5 uly to 7= une of the next year" for example 5

uly 6=56 to 7= une 6=57.

I''ua&/2 of dul0/a-2:

,t is another responsiility which , completed during my internship period.y using EB %

00SG software , issued the duplicate ills.

Corr2/-0o& of b0ll':

uring my internship period , also perform this responsiility and use same software

EB%00SG , made the correction of ills.

Cu'-o2r' 'a-0'fa/-0o&:

,t is most important responsiility which , perform is to satisfy the customers in good and

well mannered way and , talk with customers y politely and happily ecause customers

are all for the success of the usiness.

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S>OT a&al3'0'

Swot is the are!iation of strengths" weakness" opportunities" and threats. Strengths

and weakness are internal en!ironments analysis of the organi2ation which shows that

in which fields they are working well and in which fields they are not working well.

>pportunities and threats are the external en!ironment analysis of the organi2ation

which shows what factors can e the opportunities for the organi2ation to take the

ad!antage in the market and what factors can damage the performance of the

organi2ation. By swot analysis organi2ations make new strategies related to their future

acti!ities.

S-r2&6-h':

E@2r02&/2 '-aff:

,t is the strength of &T01 to ha!e the well experienced staff in the organi2ation. ,n

organi2ation there are mostly aged employees who ha!e spend many years in it and

gain lot of experience and they knows almost each and e!ery thing aout the

organi2ation and well equipped aout which decision is etter for the organi2ation and

which is not. They all are well aware aout the market changing trends and take

decision in the light of market information.

+a0l3 E&50ro&2&-:

?orking en!ironment is a key of the &T01 and they contriute in the progress of the

&T01 .,n re!enue department of the &T01 where , ha!e completed my internship" one

thing impressed me !ery much and that is all the employees ha!e their attitude like a

friendly and they work like a family en!ironment and cooperate with each other. ue to

46


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family en!ironment the &T01 ha!e moti!ated employees and also maintain them into

the organi2ation. ThatDs why it is considered a key for the success of the company.

Go52r&2&- Suor-:

*o!ernment support is also strength for &T01 ecause go!ernment holds 96C share of

it.

Off2r &2; rodu/-'3

Almost efore 8 or < years organi2ation face many prolems like many customers were

lea!ing the organi2ation sales decline due to which re!enue of &T01 is also decline

.&T01 identifies these prolems !ery efficiently and pro!ide new products and ser!ices

to fulfill the demand of the customers.

/ow a day it is also the strength of the &T01 ecause these new products and ser!ices

maintain the old customers and also attract new customers.

B2--2r '2r50/2' -o /u'-o2r':

&T01 is a ser!icing organi2ation thatDs why they pro!ide etter ser!ices to the

customers compare to the competitors. The 0S' pro!ide quick response to the

complains of customers ecause it is the main source of their earning.

No r2''ur2 of f0&a&/2:

&T01 is a !ery large organi2ation and they pro!ide communication ser!ices all o!er the

&akistan. They ha!e many customers in the market due to which organi2ation earn

large re!enue e!ery year thatDs why they ha!e lass pressure of finance.

47


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R2;ard' a&d 0&/2&-052' -o 2lo322':

,t is also a strength of the &T01 ecause they offer rewards and incenti!es to the

employees. ,t is an effecti!e tool to maintain and moti!ate the employees so that they

utili2e their skills at est le!el.

Bo'' of -h2 ar=2-:

,t is also the strength of the &T01 to e the oss of the market ecause they ha!e large

market share and they also ha!e less pressure of the competitor.

R 8 D:

&T01 is the ig organi2ation of telecommunication in the &akistan. ' % department

perform their duty !ery well and pro!ide quality market information to the decision

maker which contain the solution of the prolem which company face.

>2a=&2'':

Mo'-l3 a62d 2lo322':

Although aged employees ha!e spend many years in the organi2ation and they ha!e

gain much experience from the organi2ation which can e pro!e fruitful. But they also a

ig hurdle in adaptation of latest technology and they prefer to do work in old ways and

not adopt the new technology .thatDs why according to me it is a weakness of the &T01.

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D22&d2&/33

ependency mean employees prefer not to work and depend on each other which is a

weakness of the &T01 ecause dependency makes employees idle and la2y which

cause the waste of time and money of the &T01 and also distur the working

en!ironment. They also demoti!ate the others employees due to make hea!y urden of

work on others.

Proo-0o& o&l3 for '2&0or':

,t is also a weakness of &T01 ecause it has ad impression on +uniors who work hard

in the organi2ation and do not gain any chance of promotion.

La-2 r2'o&'2 -o /ola0&:

0ustomer satisfaction is a key to gain success and competiti!e ad!antage in the

market. Any usiness is ali!e only due to customers. ,t is a weakness of &T01 ecause

of late response to the customers complains. ?orkers do not response on time to

complain which cause dissatisfaction of the customers with organi2ation and they shift

to the competitors.

Ab'2&- of /ul-ur2:

There is no culture in &T01 ecause there is no check and alance on it. Almost all

employees made their own separate culture which is not good thing for &T01.

49


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Oor-u&0-3:

Off2r &2; rodu/-'3

,t is an opportunity for &T01 to offer new and latest products to gain competiti!e

ad!antage ecause customers want something new from &T01 like e!o" smart t! etc.

Pro50d2 2ual '2r50/2' o52rall.

,t is an opportunity to pro!ide equal and same ser!ices to the rural areas like uran

areas. $ostly people ,n rural areas are not well aware aout new offers of the &T01. So

&T01 need to pro!ide awareness in rural areas.

Ado- la-2'- -2/h&olo63:

The computers which are used for working in &T01 not up dated. There are &7

computers which not work properly and it only waste the time of the customers. se upto dated computers to pro!ide quick response to the customers.

Thr2a-':

E&-ra&/2 of /o2-0-or 3

0ompetitors are a ig threat for &T01 when the customers will not satisfy with &T01

due to the late response to the complains in this case customers are willing to shift to

those competitors who pro!ide etter ser!ices and quick response than &T01. ue to

this market share will decrease of the &T01 and there are chance for the entrance of

competitors.

50


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Go52r&2&- Pol0/02'3

*o!ernment is a ig threat for &T01 and for any other company ecause if go!ernment

not gi!es fa!or in their policies to the &T01 then it can affect their usiness.

Tur&o52r:

/ow a days there are many telecom companies in the market who gi!e high and

attracti!e salary packages and incenti!es to employees then it can e a threat for &T01

to maintain their employees.

E&2r63 /r0'2':

-nergy crises are a ig prolem in &akistan so it is also a threat for &T01 ecause it

has ig impact on all the functions of the &T01.

R2/o2&da-0o&':

,n following areas &T01 is lacking their operations so there are some recommendations

for the &T01.

• &T01 should need to hire the young and fresh talent from the market ecause

this young talent has many inno!ati!e ideas which can e fruitful for the &T01.

so &T01 should focus on it.

• &T01 should ha!e to reduce dependency of work on each other and make a

complete check and alance on all the departmentsD workers.

• &T01 also need to gi!e promotion opportunities to the +uniors so that they can

moti!ate and use their skills and ailities in est way. ?hen this promotion

51


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opportunity pro!ides to the +uniors then they also show their loyalty with the

organi2ation and focus on their work.• &T01 also need to focus on the complains of the customers and should pro!ide

quick response to the complains of the customers .&T01 also need to take strict

actions on those employees who are la2y and not pro!ide quick response to the

complains.

• 0ulture of the organi2ation is not good. So &T01 should also focus on the culture

of the organi2ation ecause there is need of impro!ements in the culture in all

departments.

•

The eha!ior of the staff memers of &T01 towards the customers is notsatisfactory. So &T01 should impro!e the eha!ior of the staff memers.

• $ostly computers in the departments of &T01 are &47 " which works !ery slow

and it waste the time and sometime they not work due to hanging prolem. So

&T01 should also focus on it and pro!ide up dated computers in all departments

so that they can work with ease and pro!ide quick response to the customers.

• Training session should also pro!ide specially for the old employees ecause

they are the main hurdle to adopt new technology and new working ways.

• &T01 should also make customer care centers in the rural areas ecause mostly

people are not well educated in rural areas and not know how to use latest

ser!ices. &T01 should also pro!ide guidance programs to the customers in rural

areas so that they can easy use the latest technology.

R2f2r2&/2:

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