haroon - internship report

An Internship Report on:National Telecommunication Corporation

(Islamabad)

Internship Report submitted to the Kohat University of Science &

Technology, Kohat in partial fulfillment of the requirements for

the degree of Bachelor of Business Administration.

Submitted By:

Muhammad Haroon KhattakSession 2006-2010

Submitted To:Sir. Muhammad Kaleem Sultan

Kohat University of Science & Technology, Kohat

List of Contents

Internship Report on NTC 1

ACKNOWLEDGMENT

I (Muhammad Haroon Khattak) am very thankful to ALLAH Almighty who has

given me the abilities to do work and enthusiasm to perform well.

My internship period was an effort to gain and learn at very dynamic place like

National Telecommunication Corporation (NTC). And all happened because of HR

department. But special thanks to those who helped me in this concern. They give

me very supportive hand and super level of guidance like Miss. Qurat-ul-ain, Mr.

Sift-e-Ali, Mr. Asim and Mr. Salman.

I would like to thank the honorable Mr. Shakirullah (GMHR) and Mr.

Muhammad Siqlain (Dy. Director HRD) who provided me the opportunity to

work in NTC.


EXECUTIVE SUMMARY

National Telecommunication corporation was established on 1st January 1996 vide

Pakistan Telecom (Re-Organization) Act 1996 to provide Telecommunication

services to GoP departments formally carried out by Pakistan Telecommunication

Corporation. NTC to meet the present demand of current era realize changing

environment. The telecommunication usage is increasing worldwide at a faster pace

and at the same time, analog microwave system is facing out with digital media.

NTC Data Network for E-governance/ commerce has started functioning with a

number of services ISP, intranet and certain value added services. The corporation

is also shouldering certain significant Government projects chiefly PAKSAT, and

education intranet, Moreover, the corporation has successfully established its MIS

department, which has now started NTC in house billing.

Financially NTC showing improvement its operating expenses have been kept

minimum level by properly analyzing requirements and streamlining functions.

Emphasis is given on preventive maintenance plan, to keep the vital assets of NTC

in proper working condition. Efforts are made to keep the corporation lean, new

induction of essentially required staff is made only.

The corporation is fully alive about the training and development of its staff.

Finance and Administration functions are also being manned through professional

qualified staff to run the corporation on true corporate lines.

Telecommunication sector in Pakistan is pioneer to experience the open market

competition. All business activities and strategies revolve around the consumer

needs and goals are set to meet demands to the best of their satisfaction. It

understood that quality of service and tailor made products, matching to different

customers needs, at competitive rate, will be the hallmark of success.

Human resource department is a vital part of NTC. It works as the soul of the

corporation. The employee recruitment and selection according to departmental

needs are done by the HR department. HR trains the employees in their expertise to


enhance their work efficiency by conducting training and workshops. HR does

work for employee benefits and motivation to keep them with organization and

enhance their competency to achieve organizational goals.


INTRODUCTION

The new era of telecommunication in Pakistan has brought several challenges with

it, despite of the advantages it has made visible for the consumers. The most

important being the challenge to keep intact the security requirements of the GoP

(Government of Pakistan) and to protect the new players in this field from the

conventional practices of the incumbent operators to protect their market share. To

overcome these challenges GoP established National Telecommunication

Corporation (NTC) in January 1996 under the Telecom Reorganization Act 1996.

The main objective was to have an infrastructure independent of all other operators

that can be used for the purpose of government communication and as an alternative

support for the operators entering the market.

Progress from Start to Date:

The ongoing infrastructure development journey for NTC began in 1996 when it

was created with few local exchanges and analog microwave. However, today NTC

has developed its own infrastructure to an extent where it can be called an

independent IT and telecom operator capable of meeting the challenges of the

deregulated environment and meeting the objectives for which it was created.

NTC started its operations in 1996 with only 5 local exchanges all over Pakistan

and an analog microwave link not capable of supporting the digital transmission. To

carry out its operations, it was mainly dependent on PTC infrastructure and used its

transit network, international gateways, transmission network, IN platform etc. to

carry out its operations. The copper network in the access provided to NTC was not

sufficient to cater for its subscriber base and meet the required quality of service

parameters. NTC had no arrangements for direct interconnect with cellular

operators as a result it had to pay substantial part of its revenues to PTCL for 3rd

party termination. Data services being essential demand of NTC customers could

not be met due to non availability of infrastructure. Billing of NTC customers was

carried out through PTC initially and through Pakistan Computer Bureau. The main


challenge for NTC at that time was to reduce this dependency on other operators to

minimum as soon as possible to fulfill its obligations and to sustain itself in the

deregulated environment in which PTC was to be privatized.

The main focus in the initial years was to develop its own basic infrastructure that

included optical fiber transmission backbone, transit network, billing system and

multi services data network (MSDN) beside expansion of its switching network to

un-served areas to cover as much of its subscriber base as possible. It purchased 2

fibers from PTC in the main optical fiber backbone and equipped it with 622 Mbps

SDH system. It expanded its exchanges in different cities to gain access to its

customers along with laying of copper cable. These exchanges were converted into

transit exchanges to provision long distance services on NTC network and to have

direct interconnects with cellular and other operators. The establishment of NTC

MSDN was a major milestone, achieved in 2001 which enabled NTC to provide

multiple data services such as dialup, DSL, Web hosting and internet etc. to its

customers. Another milestone achievement in National history is in placement of

Pakistan education & Research Network (PERN) project. The project is providing

155 Mbps international connectivity to 59 universities connected all over Pakistan.

The billing system was developed in first 4 years which made it possible for NTC to

do its own billing.

Future Thoughts:

Being aware of the new technologies, demand for new services and converged

network NTC is in the process of upgrading and expanding its network. Migration

from conventional TDM network to IP based Next Generation Network has been

planned and being implemented. The 622 Mbps optical fiber backbone not able to

meet the requirement of bandwidth hungry applications is being upgraded to 10

Gbps DWDM based technology. To improve the efficiency ERP solution has been

planned and under process of implementation. To gain access to NTC users efforts

are being made for frequency allocation and as a stop gap arrangement virtual WLL

connections are being provided to NTC subscribers. To provide value added service

from its own platform NTC is planning its own IN platform. Very soon NTC


subscribers will be hearing NTC operators for customer relations, call booking and

complaints through its state-of-the-art call center. Multi services access network has

been planned to be as close to the user on fiber as possible to extend multiple

services from a single platform. Plan for replacing analog microwave with digital is

being made so that NTC can meet the requirements in case of disasters and can

provide an alternate to optical fiber backbone. The co-location facilities are being

planned to facilitate new entrants in performing their operations.

NTC has traveled a long way in developing its infrastructure in lines with the

technological and market trends. NTC is determined to provide an infrastructure

required to meet its objectives and to support the nation and GoP in achieving its

objectives.


OBJECTIVES OF STUDYING THE ORGANIZATION

The basic study of organization is to analyze the market trend regarding human

resource management. How the organizations are practicing in the business.

Organization study is in fact an opportunity to compare HR theories with the

running practices in the market. It gives an opportunity to generate new ideas and

bring innovation in practices and policies.

The purpose of the study is to make sure this publication understandable to its

readers by giving the overview of the organization in detail it is also descriptive in

nature through which one can understand the working of a government owned

corporation i.e. National Telecommunication Corporation. The main objectives of

studying NTC are as follows:

i. Studying the functions/affairs of the Revenue, finance & HR department.

ii. To see how strategic decision are made in a practical setting.

iii. To observe the task and authority relationship, existing in the organization

iv. To relate the theoretical concepts with the practical framework.

v. To study the overall structure of organization.

As it is my concern, this is the academic requirement of my Degree for bringing

into practice my valuable study of human resource management. This kind of study

is evaluation basis as well.

By studying organization I can learn new skills and develop my personal and

professional interests. Expand my personal network and make connections. I can

Gain valuable work experience and try something new and exciting.

http://www.mtholyoke.edu/offices/cdc/5183.shtml




OVERVIEW OF ORGANIZATION

3.1 Brief History:

National Telecommunication Corporation (NTC) was established on January 01,

1996, vide Pakistan Telecommunication (Re-organization) Act, 1996 to undertake

the telecommunication business in respect of the government departments formerly

carried on by the Pakistan telecommunication corporation (PTC). The business was

transferred to the Corporation w.e.f. January01, 1996, gradually under the Pakistan

Telecommunication (Re-organization) Act, 1996. From this date the corporation,

took over the properties, rights, assets, obligations and liabilities of PTC as

specified in the Vesting Order issued by Ministry of Communication. Government

of Pakistan Gazette Notification No.1209 (I)/95 dated December 31, 1995; the

Corporation commenced its business on January 01, 1996. The corporation was

engraved of PTC and the assets equivalent to Rs. 5,143 billion were transferred to

NTC.

3.2 Nature of Organization:

As per section 41 (3) of Pakistan Telecommunication (Reorganization) Act,

1996, the Pakistan Telecommunication Authority (PTA) has granted a license to the

National Telecommunication Corporation for the provision of telecommunication

services within Pakistan to the Armed Forces, Defense Projects, Federal

Government, provincial Government or such other Governmental agencies or

Government institutes as the Federal Government may determine and during the

exclusivity period of the Pakistan Telecommunication Company Limited (PTCL)

specified in section 39, of the aforesaid Act, the NTC shall not sell its capacity on

the telecommunication system to any person other than such Government agencies.

Basically NTC is a Government owned corporation in which financial practices

exhibit it as a true public sector corporation. NTC is a developing organization and

most of its processes & operations are in the phase of being re-engineered. As far as

the decision making is concerned, right now, top-down decision making approach is


being followed. In administration its own Standard Operating Procedures (SOPs)

are followed.

3.3 Business Volume:

NTC has annual business volume of about Rs.300 billion. It is pertinent to mention

here that from the business volume point of view, Islamabad Region (out of five

NTC regions i.e. Islamabad, Peshawar, Lahore, Quetta & Karachi regions) is

generating about 37% of total revenue while Lahore region contributes 26 % and

other regions are generating remaining 37% of total revenue. Following are the

major sources of its revenue:-

Fixed line connections.

Media (MW, DRS, OFS, PCM, Carrier) services.

Internet, MSDN services.

PTV Transmission.

Services for Mobile operators.

Gateway services for International communication.

Services for PERN project

Being public sector clientele, NTC has to face a great deal of difficulties in

recovering dues from different Government departments. However, its revenue

section is leaving no store unturned to come up with flying colors.

NTC business volume is likely to touch the zenith when most of the embassies will

be provided telecommunication facilities by NTC. In this regard, Director NTC

region Islamabad is trying its best to shift all those connections installed for

embassies through NTC network. It is pertinent to mention that currently PEMRA

has granted licenses to 50 new TV channels, thereby, it will call far usage of NTC

infrastructure to facilitate their transmission.


3.4 Product Lines:

NTC being a service oriented organization is offering following product lines:-

3.4.1 Services:

NTC has a definite mandate to provide basic telecommunication services to its

designated customers, which include Federal and Provincial Governments, their

departments, autonomous organizations and defense services throughout the

country.

NTC Making committed efforts to provide following state-of-the-art

communication solutions using third genration IP Voice & Data Networking.

Telephone:

o Basic Telephony

o Calling Card

o ISDN-Integrated Service Digital Network

o BRI-Basic Rate INterface

o PRI-Primary Rate Interface

o Supplementry Services

o Network Solutions for valued

Multi-Services Data Network:

o Web Hosting facility

o Electronic mail platform


o Dialup Internet Access, DDP, ISDN

o Co-Location

o Virtual Private Networking

o Video Conferencing facility

o Broad Band Internet Access

o Intranet Solutions

o Radio/Wireless Networking Solution

o Lease Line Services

Transmission Services:

o Dark Fiber

o Media (Junction)

Co-Location:

o Space, Dishes/Antennas, Power Supply

o Servers

3.4.2 Telephonic Services:

NTC has provided more than 1,05,000 working connections of telephone to its

government subscribers throughout the country.


To meet the requirements of its subscribers NTC is operating following switching

and transmission media services with various new installations in progress.

39 main switching units.

69 remote digital line units.

Microwave links as its long haul media.

Following value added services are also planned for the users:

Caller line identification.

Call waiting.

Call transfer.

Wakeup timer.

Don't disturb.

Abbreviated dialing

Switched Hotline

Three Parties audio Conferencing

3.4.3 Wireless Local Loop:

NTC CDMA phone is an alternate to NTC landline with an added advantage of

enhanced services. It’s the wireless telephony revolution based on

CDMA 2000 Technology that combines the best features of both mobile and

landline. It’s the only service that allows freedom from all sorts of telephonic

hassle. This unique and innovative service is the beginning of a new era in

connecting people. Go ahead and experience this new exciting service, specially

designed keeping in mind the needs of our designated subscribers.

Currently offering following features:


o CLI, SMS, Internet with maximum 22 Kbps downloading speed,

Call Forwarding and Call Waiting.

NTC WLL Installation Manual

3.4.4 Calling Card:

NTC international calling cards are available in denomination of Rs. 250 and 500.

NTC calling cards are exclusively dial able from NTC numbers only.

3.4.5 Internet:

3.4.5.1 ADSL NTC has now embarked on the challenging industry of Telecommunications in

Pakistan thereby offering Digital Subscriber Line (DSL) Services

(ADSL/G.SHDSL/HDSL) over the existing phone lines. These High-Speed digital

communication services will go a long way in meeting the overdue demand of our

Government, Educational and Business community in resolving the “last mile/local

loop” issues. With NTCs DSL service, it is possible to receive high data rates at low

cost and optimum performance. A DSL line can carry both data and voice signals

and the data part of the line is continuously connected.

3.4.5.2 ISDN

Integrated Services Digital Network or ISDN in short, is essentially a network of

fast and highly reliable connections that bring voice, data and video together all on

one digital line. Besides individual users, the NTC-ISDN service also suits

corporate users with a small LAN and who are looking for low-cost network access

to the Internet. With its dial-on-demand technology, it automatically drops a

connection after a pre-defined amount of idle time, and reconnects when you wish

to reaccess the Internet. That's a lot of time, not to mention money, saved. With the

personal NTC-ISDN service, it is possible to access the internet using both ISDN

and analogue phone lines.

3.4.5.3 Dial-Up


Keeping in view, the requirement of internet making it a commodity in today’s

world NTC embarked upon the mission to provide low price quality access to the

Cyber world and set up top of the notch Access Servers in collaboration with

custom made billing and accounting system. At this moment NTC’s dialup service

is available to all the government functionaries across Pakistan. With clear pipe

IPLCs users always get the smooth Internet surfing experience at virtually no cost

3.4.6 WebHosting:

NTC Power Platform Hosting Solutions meet specific hosting requirements by

simplifying the challenges of any configuration. Our Hosting and Access Solutions

provide the service, flexibility, reliability and responsiveness need to satisfy all

clients requirements, business and technical.

NTCs reliable platform gives access to database development tools such as Active

Server Pages (ASP), MS Access, My SQL, Php, MS-SQL server, Oracle Open

Database Connectivity (ODBC) support and helps clients to get the most from latest

in Web-authoring excellence.

3.4.7 Video Conferencing:

NTC, has completed this challenging project which is directly related to overall

objectives of IT Action plan and the concept of E-Governance. NTC has deployed

state of the art hardware and designed a scalable network by means of which fast,

reliable, secure and real time access will be possible between the top Federal and

Provincial Government officials for better and closer communication without

physical displacement.

3.4.8 Co-Location:

3.4.8.1 Space (Open, Covered), Dishes/Antennas on NTC Towers and AC/DC


Power Supply

NTC has its country wide Network of Microwave stations, exchanges and

offices. Now NTC proffer the facility of co-location (Space, Dishes/Antennas on

NTC towers, Power Supply) to Licenced Telecom Operatos to provide the facility

for rapid network expansion/ Growth. Our Co-Location service supports your

expanding network needs with a secure, redundant environment and provides

dedicated space for your equipment. We give you a gateway to the industry’s most

robust local and regional optical networks, allowing you to take advantage of the

best infrastructure having secure access, redundant power supplies, fire detection

systems and 24x7 support capabilities available.

3.4.8.2 Servers

NTC has established its core setup at three prime locations. More over portals from

various government, semi-government and private companies are also co-located at

NTC multiple data network nodes.


4.1 ORGANIZATION STRUCTURE

4.2 Comments on Organizational Structure:

NTC organizational structure has been framed for better monitoring & control of

NTC installations & its assets (financial, human, equipment & material). In addition

to prevailing feedback control, there exists a prevailing practice of even feed

forward control by implementing fortnightly maintenance of each station which is

possible through this organizational structure because as per NTC standing

operating procedures, on occurring of a fault, intimation be given to all concerned,

however, if it persist then action can be taken by concerned Divisional Engineer

within one hour, if the situation is not being overcome then involvement by

concerned Regional Director within four hours, if the fault not rectified then

Director (M&O) may involve within eight hours, if it still persists then involvement

by Chief Engineer(development) within twelve hours. However, if all above efforts

have no fruitful results then involvement by Chairman within twenty four hours.

The whole efficiency & effectiveness of this monitoring & control lies in NTC

organizational structure.


4.3 ORGANIZATIONAL STRUCTURE OF HR DEPARTMENT

4.3.1 Departments:

There are basically 3 main departments in NTC, which are;

Finance department

HR & Admin Department

Technical Department

4.3.2 Admin & Human Resource:

This department recruits the workers and staff according to all departments

requirement. This department is also responsible for training, procurement,

inventory and issues of real state.


Human resource is an increasingly broadening term that refers to managing

“human capital”, the people of an organization. The field has moved from a

traditionally administrative function to a strategic one that recognizes the link

between talented and engaged people and organization success.

In NTC HR department includes

i. Adminii. HRD

iii. HR

iv. Recruitment and selection

v. Admin & Coord


HUMAN RESOURCE MANAGEMENT PROCESS

Human resource process begins with the organization needs. HRM process is a

strategic process of the organization in which the organization need is assessed first

and then on the basis of need action oriented steps are taken. In this concern human

resource planning and for casting is done, jobs analysis is promoted and on the basis

of forecasting recruitment and selections is made internally and externally.

5.1 Human Resource Planning:

Human resource planning (HRP) was tended to be a reactive process, because

business needs usually defined human resource needs. Human resource planning is

basically Right number of people with right skills at right place at right time to

implement organizational strategies in order to achieve organizational objectives.

HRP is part of strategic planning process, its part of policy development, line

extension planning. Different organizational and environmental changes like social,

economical changes are certainly forcing organizations to integrate business

planning with HRP and adopt a long term proactive perspectives.

Basically HRP parallels to the strategic business plan but we just have to see it with

the specific reference of human resource.

These are the following points of human resource planning;

• Interfacing with strategic planning and scanning the environment

• Taking an inventory of the company’s current human resources

• Forecasting demand for human resources

• Forecasting the supply of HR from within the organization and in the external

labor market


5.1.1 Human Resource forecasting:

For casting is the estimation for the future time period, infect the future human

recourse requirement is measured. HR for casting is prediction of human recourse

requirement. HR for casting is done in to ways;

Internal and external supply of labor

Internal and external demand of labor

Internal supply relates to the condition inside of the organization such as age

distribution of the work force, termination, retirements, and new hires within job

classes. The simplest internal supply for cast is the succession plan in which

internal employee` s cadres and their promotion, termination, and new hiring

requirement is maintained.

In external supply government agencies are hired to supply human resources

according to the requirement. Many policies are implemented in this concern in

different countries. The most competitive business environment, organizations have

to bring innovation and technological changes in their business for the sake of

survive.

5.1.2 Human Resource Planning and Forecasting in NTC:

For forecasting in NTC HR department, very few methods are used. For Demand

forecasting, regression analysis is used, replacement chart method is used as well.

These replacement charts are used to help out in succession planning as well. The

way to do succession planning in NTC is the seniority maintains. One can easily

analyze through seniority that how many employees are to be promoted and how

many are about to be retired.


5.1.3 HRP Process

HRP is the process of analyzing an organization’s human resource needs and

developing plans, policies, and systems to satisfy those needs.

Strategic planning is basically about changing industry rules and making future

planning for tomorrow.

HRP process has some basic steps;

A talent inventory is assed that how it is used in the practice (skills,

abilities, potential of working employees)

HR for cast in which prediction of HR requirements are done

Action plans are taken according to HR for casting(recruitment, selections,

training, transfers and promotions are made)

Then in control and evaluation the final step is taken. The feed back is checked.


Forecasting as a Part of Human Resource Planning

DEMAND FORECASTING

SUPPLY FORECASTING

Determine organizational

objectives

Demand forecast for

each objective

Aggregate demand forecast

Does aggregate Supply meetAggregateDemand?

Go to feasibility analysis steps

Choose human resource programs

External programsRecruitingExternal selectionExecutive exchange

Internal programsPromotionTransferCareer planningTrainingTurnover control

Internal supply forecast External supply forecast

Aggregate supply forecast

NoYes


5.1.4 Methods to forecast HR needs

There are different forecast methods used for demand and supply forecast. These are the following methods of for casting;

Demand forecasting methods

Delphi Method

Staffing Table Approach

Regression Analysis

Time Series Analysis

Linear Programming

Supply forecasting methods

Skills Inventory

Replacement Charts

Succession Planning

Flow Modeling/Markov Analysis

Computer Simulations

5.2 Employee Recruitment and Selection

Recruitment is the process of discovering potential candidates. After having

established its strategic planning direction and developed a corresponding

employment plan. An organization must turn its attention to getting right people the

job that have been identified and their associated skills.

The process starts when the organization notifies the public that the openings exist.

The organization wants to get information out such a large number of potentially

qualified applicants respond. Then, hopefully, after several interactions with most


promising candidates, employees are hired. The more applications received, the

better the recruiter’s chances for finding an individual who best suited to the job

requirements.

Employee recruitment begins with the job analysis and the forecasting of human

resource. In the old time recruitment was done by the head count of the applicant

out side the organization gate. But in today competitive business environment,

recruitment is done through resume data bases and other modern ways. After job

analysis till that short listing according to the organization job analysis is the

recruitment process. In this process the job description and job specification are

compared with each other to get the actual standards of recruitment policy. The

applicant experience and qualification is compared with the demanded criteria of

the organization.

After short listing of applicants, the process of selection starts where recruitment is

ended. Activities typically follow a standard pattern beginning with an initial

screening interview and concluding with the final employment decision. Its

typically consists of eight steps;

1. Initial screening

2. completing the application form

3. employment tests

4. comprehensive interview

5. back ground investigation

6. conditional job offers

7. medical/ physical examination

8. permanent job offer


Human Resource Process of Employee Selection in NTC:-

In NTC recruitment and selection process begins after the personnel recruitment

form is completed by the department which is concerned. After the PR form

completion, job description is attached to the PR form and present situation of

employees is noted as well for such post, Internal search is done to insure is there

any promotion or posting within the corporation is possible for such post. HR

department verifies the PR form to ensure the requirements against budgeted

positions sanctioned. After the internal procedure, employee recruitment process

starts. For recruitment purpose, advertisement of the post in media and other

outsource are used. The other way for recruitment is requisition from government/

semi government/ Public Sector Corporation/ armed forces.

After the recruitment, employee’s selections begin with short listing of potential

candidates. In this concern, HR department short list the CVs according to the

criteria given in the job description and PR form. Then the list of potential/ suitable

candidates is prepared.

In selection process HR department and selection committee constituted by the

competent authority on case to case basis conduct test and interviews of candidates

identified through screening of Cs as per the interview Evaluation form, which is

completed by the interviewee. The potential candidates are requested to fill the in

the “Employment Application” form. And other verification are submitted by the

candidates. This verification can be medical tests, reference, educational and

background information.

5.2.1 Candidate Selection Sources:

Employee selection is always done in two ways

internal search

external search


In internal search many organizations attempt to develop their own employees for

positions beyond the lowest level. These can accur through search of current

employees. And this internal search is helped by HR demand forecasting; by

replacement charts, succession planning and many other ways. Referrals and

recommendation is the internal search sources. Referrals are an excellent means of

locating potential employees far those hard to fill positions. Usually employees do

not give reference in the organization but where it happens, it considered by the

organization.

External search is customary for organizations to open up recruitment efforts to the

external community. These efforts include advertisements, employment agencies,

school, colleges, and universities, professional organizations and unsolicited

applicants. In professional organizations there are three levels; Public or state

agencies, private employment agencies, management consulting firm.

Employee Search Methods in Corporation:

Employee search is done in both ways, internally and externally. If an internal

employee is up to the criteria of the post, then internal selection is proffered. Out

source advertisement media is used. In external search other organizations are

preferred and the services of employment agencies are used as well.

5.3 Training and Development:

Training is a continuous learning process. It consists of planned programs designed

to improve performance at individual, group, and organizational levels. Improve

performance in turn, implies that there have been measurable changes in

knowledge, skills, attitudes and social behavior.

At a very basic level, one may choose to examine issues such as what type if

training program seems to yield positive outcomes for organizations and trainees.

How to identify if training is needed and if so what type of training is best fits the

needs that have been identified. There must be emphasis on learning needs not on

the methods and techniques.


Training and Development with Reference to NTC

In HR department, training and development is it self a segment. It has its own

vitality in the department. The corporation time to time conducts employee training

or courses within the Pakistan and outside the Pakistan, at the expense of NTC or

any other agency as for the corporation benefits as well.

Mostly required areas for training are the technical staff regarding

telecommunications, managerial and finance for doing managerial and financial

activities. Different workshops are conducted to enhance functional expertise in the

field of management and finance to enhance overall productivity and leadership

ability of NTC employees.

5.3.1 Training Need Assessment:

Meaningful assessment of training needs start with the identification of organization

problems. The final purpose of need assessment is to find out what training and

development employee should receive.

Defining training need we have to start by identifying and comparing two levels of

performance. One is standard performance (Ps) and the current performance (Pc).

The difference of these two performance level is termed as performance gap. To

attain the performance standard, employee current competence (Cc) must be high.

Training needs might surface in any of these three broad areas. At a general level, it

is important to analyze training need against the backdrop of the organizational

objectives and strategies. Unless you do this, may waste time and money on training

program.

Training need assessment is done on three levels.

Organizational analysis: at this level of assessment it is identified that

where within the organization training is needed.

Operational analysis: it is an attempt to identify the contents of

training- what an employee must do in order to perform competently.


Individual analysis: it is determined that how well each employee is

performing the task that make up his or her job.

In individual analysis training needs are defined in this way; the difference between

desired performance and actual performance is the individual`s training need.

Performance standards are identified in operation phase.

Performance tests

Performance data

Diagnostic rating of employees by customers, peers, and supervisors.

At organizational level, senior manager who set the organizational goals should

analyze needs.

The manager who specify how the organization` s goals are going to be achieved

should analyze needs.

At the individual level, the managers and workers who do the work to achieve those

goals should analyze needs, keeping in mind that performance is a function of both

ability and motivation.

Employee Training Need Assessment in NTC:-

The employee training needs are determined at the time of recruitment,

performance review, or the department head/ immediate supervisor` s

recommendations. Employee training need is assessed on the basis of employee job

career; initial bases of jobs of employees need introductory training, in mid career

of employment, different trainings are arranged for promotion and improve

employee competency level.

5.3.2 Employee Development:

Employee development by design is more future oriented and more concerned with

education then employee job specific training. by education we mean that employee

development activities attempt to instill sound reasoning process to enhance one` s

ability to understand and interpret knowledge. Development, therefore, focuses

more on the employee personal growth. Successful employees prepared for


positions of greater responsibility have analytical, human, conceptual and

specialized skills. They are able to think and understand.

It is important to consider one critical component of employee development, all

employees, regardless of level, can be developed.

5.3.2.1 Employee Development Methods:

Some development of an individual` s abilities can take place on the job. We will

review several methods, three on the job methods (job rotation, Assistant-to-

position, committee assignment), and one off the job technique.

Job Rotation :-

It involves moving employees to various positions in the organization in an effort to

expand their skills, knowledge and abilities. It can either be horizontal or vertical

rotation, vertical rotation can be nothing more then promoting a worker into a new

position, Job rotation is an excellent method for broadening an individual’s

exposure to company operation and turning a specialist into a generalist.

Assistant-to-position:

Employees with demonstrated potential are some times given an opportunity to

work under a seasoned and successful manager, often in different areas.

Committee Assignment:

Committee assignment can provide an opportunity for employee to share in

decision making, to learn by watching others, and to investigate specific

organizational problems.

Lecture Courses and Seminars:

It is a traditional off the job method for employee development. in lectures and

seminars employee gets different exposure that help him/ her in self development.

This is an excellent way for employee development.


5.3.2.2 Employee Development in NTC

The corporation training and development plays a vital role in employee

development. In this concern, different methods of employee developments are

implemented in NTC. Job rotation of employees is an excellent way to enhance the

employee work exposure and efficiency. In NTC employees in same grade are

rotated in their job to other departments.

Employees attend lecture and seminars which increase employee work exposure

and motivate them to do work in corporation efficiently.

5.4 Performance Management:

Performance management is the systematic process by which an agency involves its

employees, as individuals and members of a group, in improving organizational

effectiveness in the accomplishment of agency mission and goals.

Employee performance management includes: planning work and setting expectations,

continually monitoring performance,

developing the capacity to perform,

periodically rating performance in a

summary fashion, and

Rewarding good performance.

Planning:

In an effective organization, work is planned out in advance. Planning means

setting performance expectations and goals for groups and individuals to channel

their efforts toward achieving organizational objectives. Getting employees

involved in the planning process will help them understand the goals of the

organization, what needs to be done, why it needs to be done, and how well it

should be done.

http://www.opm.gov/perform/overview.asp#3%233






Monitoring:

In an effective organization, assignments and projects are monitored continually.

Monitoring well means consistently measuring performance and providing ongoing

feedback to employees and work groups on their progress toward reaching their

goals.

Developing:

In an effective organization, employee developmental needs are evaluated and

addressed. Developing in this instance means increasing the capacity to perform

through training, giving assignments that introduce new skills or higher levels of

responsibility, improving work processes, or other methods. Providing employees

with training and developmental opportunities encourages good performance,

strengthens job-related skills and competencies, and helps employees keep up with

changes in the workplace, such as the introduction of new technology.

Rating:

From time to time, organizations find it useful to summarize employee

performance. This can be helpful for looking at and comparing performance over

time or among various employees. Organizations need to know who their best

performers are.

Rewarding:

In an effective organization, rewards are used well. Rewarding means recognizing

employees, individually and as members of groups, for their performance and

acknowledging their contributions to the agency's mission. A basic principle of

effective management is that all behavior is controlled by its consequences. Those

consequences can and should be both formal and informal and both positive and

negative.

Managing Performance Effectively:

In effective organizations, managers and employees have been practicing good

performance management naturally all their lives, executing each key component process


well. Goals are set and work is planned routinely. Progress toward those goals is measured

and employees get feedback. High standards are set, but care is also taken to develop the

skills needed to reach them. Formal and informal rewards are used to recognize the

behavior and results that accomplish the mission. All five component processes working

together and supporting each other achieve natural, effective performance management.

5.5 Employee Compensation and Benefits:

When an organization is designed its overall compensation program, one of the

critical areas of concern is what benefits should be provided. Employee benefit is

defined as the membership- based no financial rewards offered to attract and keep

employees. Benefits offered to employees reflect many of the trends existing in our

labor force. Employers realize that the benefits provided to employees have an

effect on whatever the applicant accept their employment offers, or once employed,

whatever workers will continues to stay with organization. There is evidence that

the absence of adequate benefits and services for employees contributes to

employee dissatisfaction and increased absenteeism and turnover.

There has been dramatic increase in the number and type of benefits offered and an

equally sensational increase in their cost. Benefits are varied on the bases of

educational level, family status and employee expectations.

5.5.1 Types of Compensation and Benefits:

There are different benefits given to employees on the basis of their stay with organization.

Social Security: The benefits by government are retirement pension,

disability, and survivor benefits.

Unemployment Compensation: it laws provided benefits to employees who

meet the following condition: have without job, have worked for minimum

number of weeks. But this type of compensation is not give in Pakistan

Workers Compensation: every state currently has some type of worker` s

compensation to compensate employees or their family for death or permanent

or total disability resulting from job related endovers.


Health Insurance: is mostly given by the organization to which employee is

attached. In this way different type of insurance policies are purchased.

5.5.2 With Reference to NTC Benefit Plan:

In NTC employee compensation plan is designed by its management, it is approved

by the government. NTC has its on pay scale and benefit plan.

At pay level NTC employees get qualification pay at their specific studying their

relevant field at different rates.

5.5.3 Allowances / Benefits:

Employees entitled with the organization can avail these benefits.

House Allowance:

In NTC official accommodation is not available, but employees residing at

specified stations are allowed house rent allowance @ 45% of initial basic pay

of the pay group and employees residing at other then specified stations are

allowed house rent allowance @ 30 % of initial basic pay of the scale.

Head Quarters Allowance: -

Employees working in NTC head quarters are allowed to head quarters

allowance at different rates for proposed scales.

Conveyance Allowance:-

There are different rates of conveyance allowance for different grade of

employees in NTC.

Information Technology Allowance:-

All NTC employees are allowed IT allowance @ 500/- per month

Entertainment Allowance:-

This allowance is allowed to officers to entertain their official guests with

their monthly pay at different rates.


Recreation and Special Allowances:-

These allowances are given to all employees of NTC once in two years and

per month. Recreation allowance is equal to 50% of the current basic pay.

Over time Allowance:-

Employees in different groups performing their duties after their normal

working hours are paid over time allowances at different rates.

Hard Area Allowance:-

Employees posted to the hard areas which are hard to employees to go there

are giving special allowances @ 15 % of their basic pay.

Deputation Allowance:-

Employees in NTC whose services are hired on deputation are entitled to draw

deputation allowance @ 20% of pay subject to maximum of RS. 6000/- per

month.

Annual Increment:-

All employees of the corporation in the time scale of pay are entitled to

receive an annual increment. This increment is announced on the performance

appraisal bases.

Medical Facilities:-

NTC is being providing medical facilities to its employees and their depended

(family, parents) in very effective manner. This facility comprises of six main

head which are appended below.

Out Door:

Out door treatment is beside the given panels. The entitled are employees and

its immediate dependents. Limits of expenditure are as under:-

- BPS 1 to 15 which is equal to 2 basic pays for financial year

- BPS 16 and above is equal to 1 ½ basic pay for fiscal year, and the

reimbursement can be made up to above given limits.


Indoor:

In door treatment is entitled to employee and immediate family. In this

treatment there is no limit of expenditure. The treatment can be availed only

through given panels / government/ defense hospitals

Dental Treatment

Limit of dental treatment to above given entitled is ½ basic pay for one year

Treatment can be taken through panel clinics however reimbursement can also

be made as well. Un-utilized ceiling of the employees is carried forward.

Prolong Treatment

Prolong treatment is when a patient is suffering with disease that would be

lengthen in duration for example Diabetes, Hypertension etc. It is limited to 2

basic pays for fiscal year, in addition to his out-door ceiling.

Critical Prolong Treatment

Critical or relating to a medical crisis: an illness of critical nature. Like Heart

Diseases, Hepatitis C, Cancer etc.

The expenditure can be made as per actual cost of the treatment.

Private Hospital

It is subjected to circumstances. Reimbursement from 50% to 90% can be

made in case of extreme emergent / accident cases where any delay can

threaten to the life of the patient.

5.6 Promotion:

Promotions in NTC are done at different grades and groups. But for promotion

purpose, eligibility criteria are given in policy of corporation.

Eligibility Criteria of NTC


An employee possessing such minimum qualification as may be prescribed is

eligible for promotion to a higher post under the rules of departmental

promotion in the cadre or the post he/ she belongs.

If an employee have that qualification is suppose to pass an examination or

training, as is specified in regulation or prescribed by the management by the

time.

The length of service is a criterion after the minimum required qualification

for promotion.

5.7 Termination:

In NTC policy, an employee is terminated without notice, during the probation

period of employee.

Employee can be terminated if he violates the national telecommunication

corporation polices/ rules and regulations.

5.8 Resignation:

According to NTC policy an employee wishing to terminate his appointment are

suppose to submit his/her recognition in writing, he/she is continue to be in the

service of national telecommunication corporation until his resignation is formally

accepted by the appointing authority. The employees resignations are not accepted

by NTC in case of any disciplinary proceedings are pending against him.

5.8 Retirements:

Retirement from service is a legal separation from the service. On such date after he

has completed 20 years of service qualifying for pension or the other retirement

benefits as the competent authority may in the public interest direct.


SWOT ANALYSIS:

SWOT Analysis can be characterized in terms of Strengths, weaknesses, opportunities and

threats to NTC.

6.1 STRENGTHS:

i. Positive attributed currently present in NTC, particularly in comparison to

competitors.

ii. Own new NTC HQ Building

iii. Strong customer relationship management system

iv. Semi- autonomous corp. that provides telecommunication services to federal

that provincial government.

v. NTC has its independent training department’s on need base analysis, In

house training, local training, and foreign training will be provided for the

development and growth of employees.

6.2 WEEKENESSES:

i. Local issues or characteristics that limit the current or future growth

opportunities for NTC.

ii. Not well equipped communication media.

iii. Typical recruitment and selection methods as per rules are used.

iv. Promotions are scheduled at slow pace. An employee has to wait for

atleast six years for a single grade promotion.

v. Employee’s job enrichment, job rotation, and job enlargement are not

done properly.

vi. Shortage of skilled and techno workforce.

vii. Delays in process and procedures because of rules and regulation.

6.3 OPPORTUNITIES:

i. Areas where NTC can remedy its weaknesses (learning from others,

State- level assistance, global change, aggressive marketing, targeted

investment, etc.)


ii. Increased scope of telecommunication sector.

iii. Increasing awareness of efficiency.

iv. Strong government leadership

6.4 THREATS :

i. Trends that threaten NTC future and attractiveness to new industry,

from local weaknesses or global threats.

ii. Shortage of skilled workers.

iii. Aggressive incentives by the competitors.

iv. High inflation rate.

v. NTC will be threatened by the terrorist.

6.5 CHALLENGES FACED BY NTC:

i. Lack of R & D

ii. Local market lack investment from corporation and big joint

company.

iii. Shift of professional to abroad and foreign company.

iv. Vat and high custom duty.

v. Utilizing emerging technologies to improve staff productivity.

vi. Ensuring the reliability, availability, survivability & security of

telephone, data network & internet platforms & services.


INTERNSHIP EXPERIENCE

Department:

HR department:

Assigned Duties:

1. Letter making and office correspondence

2. Maintaining the files.

3. Job description

4. Dispatching, data entry

5. Updating the files and records.

6. Collecting data from other department.

7. Computer general purpose operations (like E-mail, Printing)

Learning:

1. I learned how task are carried out in a practical environment.

2. I learned professional behavior and attitude towards office work and

assigned tasks.

3. I learned the formal behavior that is very important when we work in an

organization.

4. I come to know how an employee feels motivated.

5. I learned how to develop and maintain relations with the colleagues, peers,

opponents, supervisors and managers.

6. I learned how much interdependency is needed when we work in an

organization especially when I collected data for Manual from different

regions.

7. I learned to work in a team and as an individual.

8. I have learned the skill of identifying and judging people.

9. Working in official environment increased my level of confidence and

also developed self confidence that I am capable of doing any kind of

work.

10. Punctuality on given tasks.


ANALYSIS

Working in an organization like NTC has really helped me specially in advancing

my understanding of what we study in theory. An interaction with the practical

environment helped me to understand how original tasks are carried out in practical

environment. Terms that we study in our courses, how much they are relevant and

important when you work in such a environment.

Organization design of NTC is like that of any other Government Organization,

though it has some positive points too regarding its premises and internal

environment.


RECOMMENDATIONS

I would like to recommend the following for NTC.

1. The communication gap should be narrow down

2. Make un-announced visits of management

3. Promote effective code of ethics

4. Make available the people about the rules and procedures

5. Create an environment within the company that human rights are

understood and respected

6. In order to facilitate the employees there should be colonies for residence

7. Introduce attractive salary package not only for the top management but

also for the middle and lower management.


CONCLUSION

NTC being a prestigious organization provides a chance to fresh graduates like me

who are still under the learning process to enhance their abilities by giving them a

chance of internship. I come to know the actual working of this organization as the

staff was highly cooperative and guided me at every step. Whatever I studied in the

university was a great help and I was able to apply my theoretical knowledge and

implement it into practical knowledge.

Human resource department should play its dynamic role so that the organizational

goals can be achieved. Human resource work activities my affect the whole

organization vision.

I as an internee gained a lot while working in NTC but the important things I gained

are:

1. Interaction and interpersonal skills.

2. Knowledge application

3. Judging and identifying people.

4. Handling different managerial problem regarding HR &

administration.

5. Professional behavior and attitude towards office work and assigned

tasks.


LIST OF ACCRONYMS

NTC National Telecommunication Corporation

GOP Government of Pakistan

SOP Standard Operating Procedure

PTC Pakistan Telecom Corporation

PTCL Pakistan Telecommunication Limited

PTA Pakistan Telecommunication Authority

AD Assistant Director

GOVT Government

BPS Basic Pay Scale

UDC Upper Divisional Clerk

DSL Digital Subscriber Line

OCS Overseas Courier Service

PCM Post Code Modulation

OFS Optical Fiber System

DRS Digital Remote System

SBP State Bank of Pakistan

ERP Enterprise Resource Planning

MSDN Multi Service Data Network

WLL Wireless Local Loop

PTV Pakistan Television

ATM Automated Teller Machine

PERN Pakistan Education & Research Network

POI Point of Interconnect

RDLU Remote Digital Line Unit

NBP National Bank of Pakistan

haroon - internship report

Documents