Pakistan Telecommunication Company Limited
Content
Pakistan
Telecommunication
Company
Limited
(PTCL)
is
the
largest
telecommunication company in Pakistan. This company provides telephony services to the nation and still holds the status of backbone for country's telecommunication infrastructure, despite arrival of a dozen other telecoms including telecom giants like Telenor and China Mobile. The company consists of around 2000 telephone exchanges across country providing largest fixed line network. GSM, CDMA and Internet are other resources of PTCL, making it a gigantic organization. The Government of Pakistan sold 26% shares and control of the company to Etisalat in 2006. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public.
HISTORICAL BACKGROUND 1947 Posts & Telegraph Dept established 1961 Pakistan Telegraph & Telephone Dep¶t. 1990-91 Pakistan Telecom Corporation. 1995 about 5% of PTC assets transferred to PTA, FAB & NTC. 1996 PTCL Formed listed on all Stock Exchanges of Pakistan. 1998 Mobile (Ufone)& Internet(PakNet)subsidiaries established. 2000 Telecom Policy Finalized. 2003 Telecom Deregulation Policy Announced. 2006 Etisalat Takes Over PTCL's management.
FIRMS CUSTOMERS 1. SERVICES FOR CONSUMERS These customers are households, and the nature of connection that installed at home according to it and charges are charged from them according to domestic level. 2. SERVICES FOR CORPORATE CUSTOMERS These are business customers such as organization, firms, institution, public call office, etc. different package are given according to the nature and size of organization.
1. PRODUCTS AND SERVICERS
Pakistan Telecommunication Company Limited not only Provides Conventional telephone facilities, it also offers optical fiber services to the private sector. We will briefly discuss below the product lines being offered by the PTCL. Basically PTCL Divide their services into two parts. 1. Services for consumers 2. Services for corporate customers 1-SERVICES FOR CONSUMERS These services are basically for the common users (Individual/home users) those use Telephone in their home/work place and they are basically non business users. NEW TELEPHONE CONNECTIONS: As mentioned earlier, PTCL is presently the only telecom company, who provided fixed-line telephony in the country. So whenever, any Private business concern or any individual needs a new telephone connection for provision of telephone service. BROADBAND PAKISTAN: It is the largest DSL Internet Service in Pakistan offered by PTCL. Both to house holds and corporate available in almost all the Pakistan. PTCL SMART T.V: PTCL SMART TV Using its state of the art Broadband network, PTCL entered the media sector on 14th August 2008, by launching a digital interactive television service for the first time in Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the list of a few countries across the globe that offers this state of the art interactive TV service to its subscribers.
BROADBAND WiFi: PTCL has launched a Broadband WiFi Service to its fixed line Broadband that gives users the access to use broadband service any where with in a house.
y y
Pakistan¶s fastest broadband service with in house WiFi facility Multiple people can access high speed broadband at the same time on a single broadband connection. Secure, password enabled protection to avoid any misuse Broadband connectivity with all WiFi enabled devices including, Desktops, laptops, PSP and cell phones etc. Strong WiFi signal up to 54Mbps EVO Wireless Broadband: PTCL EVO is Pakistan¶s fastest 3G Wireless Broadband internet which offers its customers ± ³superior 3G internet experience´. With flexibility to roam freely like never before, in 99 cities Nationwide, Evo Wireless Broadband is enabling the wireless broadband revolution in Pakistan in its true sense. So whether you are Going on a field trip, business trip or a family reunion ± downloading a song, an image rich presentation or the latest episode of your favorite tv show ± with PTCL EVO, we let you spend less time waiting and more time working and visiting your favorite web sites, anywhere anytime you want. Just plug and play or work at home, in the office or anywhere in between with the unsurpassed & amazing speed of up to 3.1Mbps, backed by the country¶s largest Wireless service provider; experience the evolution of broadband revolution at its best. VALUE ADDED SERVICES: y CLI (Caller¶s Line Identification)Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to identify the caller before picking
y y
y
up the phone receiver. To subscribe to CLI services, a customer needs a telephone set with display capability or a CLI device attached to the phone. y E-BILL PAYMENT Billing system is a part of customer services so providing connivance to its valuable customers PTCL launched a new billing service which is available through ³ PTCL Calling Card´ This is another service from PTCL. This service is basically providing Billing solutions for the users. y DIGITAL FACILITIES: PTCL offers a variety of features to digital exchange customers like: Hotline Abbreviated Dialing. Call Waiting Don¶t Disturb Call Transfer on (a) Busy (b) No Reply (c) Immediate Wake up call Absent Subscriber Code Barring
y PREPAYMENT TELEPHONY SERVICES (PPT)With the changing trends most telecoms are diversifying their services towards Prepaid solutions .one of such modern era telecommunication service is Prepayment Tele Phone (PPT).It provides the facility to subscriber to load a prepayment Telephony card against their telephone number there by generating an account on I/N platform and any call made from that telephone will be charged to this account. The service will provide state of art technological facilities to the subscribers.
2- SERVICES FOR CORPORATE CUSTOMERS PTCL is striving hard to facilitate its valued corporate customers at each level of service. PTCL offers a host of unmatched services to suite the needs of the Corporate Customers. The list of Corporate Services is given as under. For more information regarding any of the following services, PTCL can be connected.
IN BASED VALUE ADDED UNIVERSAL ACCESS NUMBER (UAN): UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of products or services. Here is a list of business who can avail UAN Service. Banks Newspapers Airlines Hotels Shipping Lines Fast Food Outlets Consumer Products Insurance Credit Card Companies Travel Courier Services Utility Services Trading Companies Stock Brokers Companies
VOICE MESSAGING SERVICE: (VMS) With PTCL Messaging Service, you can have all for (or Desired) calls recorded when you are absent, busy on phone or do not want to attend the calls for any
reason. You can, later on at your convenience, retrieve all recorded messages from any telephone any where in the country .Security of message is ensured against eavesdropping through subscriber controlled password. Vfone: Vfone is the fixed wireless connection to supplement your voice needs not only in the metropolitan area offices but also small branch offices in villages and rural areas. You can now supplement your telephony requirements through Vfone connections in areas where standard phone lines are scarce. Multiple Vfone connections can be integrated with your office PBX to meet your growing telephony requirements. PTCL Data Centers: The rise of Internet, Intranet and Web-based technologies has made the data center more strategic than ever, improving productivity, enhancing business processes, and accelerating change. Data centers are the strategic focus of IT efforts to protect optimize and grow the business. PTCL Data Center offers strategies that enable your business to respond to industry trends and prepare for the future which reduces the total cost of ownership by introducing a new and innovative architecture. PTCL Tier 3+ Data Centers helps you to virtualize system, storage, and network resources to reduce the number of systems you need to manage, while increasing asset utilization. Our Data Center solution allows businesses to protect critical applications and confidential data, enhance data center operational efficiencies, and rapidly create new secure application environments to support new business processes. PTCL Data Centers is an ideal choice for companies who want the flexibility to relocate their data center capacity as their business demands.
PTCL VMS: PTCL VMS is designed for those who do not want to miss a call or Fax because that can be beneficial .Great for anyone owning a telephone or Fax, at home or business .Much more powerful and flexible than answering machine due to Message options available in your voice mail system. PTCL MESSAGING PLUS: PTCL MESSAGING PLUS is designed for small and medium business enterprises having problems with managing telephone message. PTCL MESSAGING PLUS will definitely handle these problems for you. Advanced messaging features save time, make you truly mobile and increase productivity .Essential for time-conscious executives, frequent travelers and Professional groups. CO- LOCATION CENTERS: Pakistan Telecommunication Company has taken land mark decision to establish co-location centers throughout the country. SERVICE CONCEPT: This service is basically for telecom data and I.T companies. These companies will install their equipment directly in PTCL premises in ready fitted environment. The primary purpose is to provide a number of resilient and centralized connection and control facilities in which co-location center¶s communication can be located.
2. PRMOTIONS:
PTCL is using following components of promotional mix for the promotion and Publicity of its product/services. ADVERTISING: In promotional mix, PTCL¶s main stress is on advertising in print and electronic media .PTCL periodically places its advertisements in print media on services like ³H/Qs hotline0800-44544´, ³Caller line identification (CLI)´, ³Voice Messaging Service´, ³Digital Facilities´, ³PTCL Prepaid Calling Cards´, ³Inquiry 1217´, ³Complaint 1218´, phone bill cards prepaid telephone etc. to remind the customers of these services. Sometimes, corporate ads are also released to print media to mark special occasions.
PTCL¶s Commercials on, ³CLI´, ³Voice Messaging´, ³Digital Facilities´ ³EVO wireless´, ³Broadband Pakistan´ etc. are also broadcast immediately on electronic media as reminders to Customers. SALES PROMOTION: PTCL charges 1rps/min for all Pakistan to all ptcl and vfones to promote the usage of its telecom network. More over, PTCL offers special rate packages on special occasions like Ramadan Package and EID package, which offer customer reduced rates for specific timings. And also student internet packages and special packages time to time to attract customers. PERSONAL SELLING: As PTCL is enjoying monopoly in fixed-line telephony, the Company has no Professional sales force because the company has not felt any strong need to use the Services of a sales force for increasing the sale of its products. At the moment, PTCL¶s Customer Services Centers are playing the role of sales outlets. Customers can make telephone calls; send fax messages from these Customer Services Centers. They can also get connected their telephone bills and get duplicate bills from these outlets. However, with the establishment of Marketing Department in PTCL, The marketing professionals are now in the process of inducting professional sales force for the company.
3
PLACEMENT:
The Head Office of Pakistan Telecommunication Company Limited is situated in SectorG-8/4, Islamabad, which is headed by the ³President´. Besides, it has Regional Headquarters like: Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abbottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region, Faisalabad Telecom Region Southern Telecom Region-I Hyderabad Southern Telecom Region-II Karachi
Southern Telecom Region-V Sukkur Western Telecom Region Quetta. Switching network Central region Lahore. These Regions provide Telecommunications services to the customers in their respective areas. Apart from these, PTCL has an Optical Fibre Construction Region Lahore and Optic Fiber System Islamabad, each headed by a General Manager to install, operate and look after optic fiber systems/cables. In each District and Tehsil, an Exhchange, Franchisor, Call Centers, Customer Care Centers are available to facilitate the customer need. 4 PRICE:
Being a government organization, PTCL is not authorized to determine the prices of its products itself; the Telecom Regulator Authority viz. Pakistan Telecommunication Authority (PTA) fixes the prices of telecom services. The process is such that whenever PTCL intends to increase or reduce the rates of its services, it submits its Proposal to PTA for approval. PTA then calls consumers¶ representatives, journalists and other interested groups for discussion on the proposal. After listening to the viewpoints of all the interested parties, PTA gives its decision. If PTA approves PTCL¶s proposal, the new rates are enforced. It may be mentioned here that telecom technology is only technology whose rates are on the decline with the passage of time. PTCL also rationalizes its tariff with the passage of time. Tariff rationalization process started in 1997 as part of GoP Telecom Sector policy for privatization of this sector. It was mainly focused on rebalancing the domestic process like NWD, international, local call, line rent etc. Rebalancing is completed by the end of 2009 (as per Tariff rates) with the objective to position PTCL for competition. 5 PHYSICAL EVIDENCE:
EXTERIOR: PTCL built very good and attractive buildings of its offices as well as its franchises in order to attract the customer and as physical evidence. INTERIOR: Interior as well manage but not as like its competitor like moblink, telenor there franchises are well mange internally and attractive there internal environment as too much attractive and an educated stuff is present there in order to facilitate the customers but in PTCL franchises mostly not manage in region like Multan. But well Manage In all the cities of Pakistan. 6. PROCESS
There are simple process to get the connection this is only for the sack of customer that he don¶t feel any kind of difficulty.
First fill the order form i.e. it is for broad band same in case of other products this form is used.
Similarly there are simple steps to get and change services. 7. PEOPLES:
The employs of PTCL nearly equal to 30000 who are working in all over in the Pakistan they are the assets of the company and they are the responsible for the goodwill of the company. Company also focuses on the status of there employees and give them performance appraisal program and give them incentives and also give them medical treatment.
CONCLUSIONS: No doubt PTCL is enjoying monopoly but the time is came when competition will force company to change its policies to become favorite telecom service provider in the market& keep its current place & customer base. The actual working substances are the humanbeings .It goes with out saying that Human resources are the most important in theorganization and so does the Human Resource Department .It integrate all the activitiesand functions of the company like job analysis, recruitment, staffing, training, designingcompensation package, employee¶s appraisal system. Human Resource Department playsthe key role in the hiring, retention, motivation and promotion of the employees.Actually it assign the specified duties to the specified persons in this age ofspecialization. Human Resource manager should be well versed and confident in hisfield. He should be humane, well natured and have go face reading capabilities .All thisensures his success. He should be of the notion ³victory is not everything, but the way of fighting is´
Telecommunication
Company
Limited
(PTCL)
is
the
largest
telecommunication company in Pakistan. This company provides telephony services to the nation and still holds the status of backbone for country's telecommunication infrastructure, despite arrival of a dozen other telecoms including telecom giants like Telenor and China Mobile. The company consists of around 2000 telephone exchanges across country providing largest fixed line network. GSM, CDMA and Internet are other resources of PTCL, making it a gigantic organization. The Government of Pakistan sold 26% shares and control of the company to Etisalat in 2006. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public.
HISTORICAL BACKGROUND 1947 Posts & Telegraph Dept established 1961 Pakistan Telegraph & Telephone Dep¶t. 1990-91 Pakistan Telecom Corporation. 1995 about 5% of PTC assets transferred to PTA, FAB & NTC. 1996 PTCL Formed listed on all Stock Exchanges of Pakistan. 1998 Mobile (Ufone)& Internet(PakNet)subsidiaries established. 2000 Telecom Policy Finalized. 2003 Telecom Deregulation Policy Announced. 2006 Etisalat Takes Over PTCL's management.
FIRMS CUSTOMERS 1. SERVICES FOR CONSUMERS These customers are households, and the nature of connection that installed at home according to it and charges are charged from them according to domestic level. 2. SERVICES FOR CORPORATE CUSTOMERS These are business customers such as organization, firms, institution, public call office, etc. different package are given according to the nature and size of organization.
1. PRODUCTS AND SERVICERS
Pakistan Telecommunication Company Limited not only Provides Conventional telephone facilities, it also offers optical fiber services to the private sector. We will briefly discuss below the product lines being offered by the PTCL. Basically PTCL Divide their services into two parts. 1. Services for consumers 2. Services for corporate customers 1-SERVICES FOR CONSUMERS These services are basically for the common users (Individual/home users) those use Telephone in their home/work place and they are basically non business users. NEW TELEPHONE CONNECTIONS: As mentioned earlier, PTCL is presently the only telecom company, who provided fixed-line telephony in the country. So whenever, any Private business concern or any individual needs a new telephone connection for provision of telephone service. BROADBAND PAKISTAN: It is the largest DSL Internet Service in Pakistan offered by PTCL. Both to house holds and corporate available in almost all the Pakistan. PTCL SMART T.V: PTCL SMART TV Using its state of the art Broadband network, PTCL entered the media sector on 14th August 2008, by launching a digital interactive television service for the first time in Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the list of a few countries across the globe that offers this state of the art interactive TV service to its subscribers.
BROADBAND WiFi: PTCL has launched a Broadband WiFi Service to its fixed line Broadband that gives users the access to use broadband service any where with in a house.
y y
Pakistan¶s fastest broadband service with in house WiFi facility Multiple people can access high speed broadband at the same time on a single broadband connection. Secure, password enabled protection to avoid any misuse Broadband connectivity with all WiFi enabled devices including, Desktops, laptops, PSP and cell phones etc. Strong WiFi signal up to 54Mbps EVO Wireless Broadband: PTCL EVO is Pakistan¶s fastest 3G Wireless Broadband internet which offers its customers ± ³superior 3G internet experience´. With flexibility to roam freely like never before, in 99 cities Nationwide, Evo Wireless Broadband is enabling the wireless broadband revolution in Pakistan in its true sense. So whether you are Going on a field trip, business trip or a family reunion ± downloading a song, an image rich presentation or the latest episode of your favorite tv show ± with PTCL EVO, we let you spend less time waiting and more time working and visiting your favorite web sites, anywhere anytime you want. Just plug and play or work at home, in the office or anywhere in between with the unsurpassed & amazing speed of up to 3.1Mbps, backed by the country¶s largest Wireless service provider; experience the evolution of broadband revolution at its best. VALUE ADDED SERVICES: y CLI (Caller¶s Line Identification)Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to identify the caller before picking
y y
y
up the phone receiver. To subscribe to CLI services, a customer needs a telephone set with display capability or a CLI device attached to the phone. y E-BILL PAYMENT Billing system is a part of customer services so providing connivance to its valuable customers PTCL launched a new billing service which is available through ³ PTCL Calling Card´ This is another service from PTCL. This service is basically providing Billing solutions for the users. y DIGITAL FACILITIES: PTCL offers a variety of features to digital exchange customers like: Hotline Abbreviated Dialing. Call Waiting Don¶t Disturb Call Transfer on (a) Busy (b) No Reply (c) Immediate Wake up call Absent Subscriber Code Barring
y PREPAYMENT TELEPHONY SERVICES (PPT)With the changing trends most telecoms are diversifying their services towards Prepaid solutions .one of such modern era telecommunication service is Prepayment Tele Phone (PPT).It provides the facility to subscriber to load a prepayment Telephony card against their telephone number there by generating an account on I/N platform and any call made from that telephone will be charged to this account. The service will provide state of art technological facilities to the subscribers.
2- SERVICES FOR CORPORATE CUSTOMERS PTCL is striving hard to facilitate its valued corporate customers at each level of service. PTCL offers a host of unmatched services to suite the needs of the Corporate Customers. The list of Corporate Services is given as under. For more information regarding any of the following services, PTCL can be connected.
IN BASED VALUE ADDED UNIVERSAL ACCESS NUMBER (UAN): UAN (Universal Access Number) service is ideal for organizations Engaged in marketing of products or services. Here is a list of business who can avail UAN Service. Banks Newspapers Airlines Hotels Shipping Lines Fast Food Outlets Consumer Products Insurance Credit Card Companies Travel Courier Services Utility Services Trading Companies Stock Brokers Companies
VOICE MESSAGING SERVICE: (VMS) With PTCL Messaging Service, you can have all for (or Desired) calls recorded when you are absent, busy on phone or do not want to attend the calls for any
reason. You can, later on at your convenience, retrieve all recorded messages from any telephone any where in the country .Security of message is ensured against eavesdropping through subscriber controlled password. Vfone: Vfone is the fixed wireless connection to supplement your voice needs not only in the metropolitan area offices but also small branch offices in villages and rural areas. You can now supplement your telephony requirements through Vfone connections in areas where standard phone lines are scarce. Multiple Vfone connections can be integrated with your office PBX to meet your growing telephony requirements. PTCL Data Centers: The rise of Internet, Intranet and Web-based technologies has made the data center more strategic than ever, improving productivity, enhancing business processes, and accelerating change. Data centers are the strategic focus of IT efforts to protect optimize and grow the business. PTCL Data Center offers strategies that enable your business to respond to industry trends and prepare for the future which reduces the total cost of ownership by introducing a new and innovative architecture. PTCL Tier 3+ Data Centers helps you to virtualize system, storage, and network resources to reduce the number of systems you need to manage, while increasing asset utilization. Our Data Center solution allows businesses to protect critical applications and confidential data, enhance data center operational efficiencies, and rapidly create new secure application environments to support new business processes. PTCL Data Centers is an ideal choice for companies who want the flexibility to relocate their data center capacity as their business demands.
PTCL VMS: PTCL VMS is designed for those who do not want to miss a call or Fax because that can be beneficial .Great for anyone owning a telephone or Fax, at home or business .Much more powerful and flexible than answering machine due to Message options available in your voice mail system. PTCL MESSAGING PLUS: PTCL MESSAGING PLUS is designed for small and medium business enterprises having problems with managing telephone message. PTCL MESSAGING PLUS will definitely handle these problems for you. Advanced messaging features save time, make you truly mobile and increase productivity .Essential for time-conscious executives, frequent travelers and Professional groups. CO- LOCATION CENTERS: Pakistan Telecommunication Company has taken land mark decision to establish co-location centers throughout the country. SERVICE CONCEPT: This service is basically for telecom data and I.T companies. These companies will install their equipment directly in PTCL premises in ready fitted environment. The primary purpose is to provide a number of resilient and centralized connection and control facilities in which co-location center¶s communication can be located.
2. PRMOTIONS:
PTCL is using following components of promotional mix for the promotion and Publicity of its product/services. ADVERTISING: In promotional mix, PTCL¶s main stress is on advertising in print and electronic media .PTCL periodically places its advertisements in print media on services like ³H/Qs hotline0800-44544´, ³Caller line identification (CLI)´, ³Voice Messaging Service´, ³Digital Facilities´, ³PTCL Prepaid Calling Cards´, ³Inquiry 1217´, ³Complaint 1218´, phone bill cards prepaid telephone etc. to remind the customers of these services. Sometimes, corporate ads are also released to print media to mark special occasions.
PTCL¶s Commercials on, ³CLI´, ³Voice Messaging´, ³Digital Facilities´ ³EVO wireless´, ³Broadband Pakistan´ etc. are also broadcast immediately on electronic media as reminders to Customers. SALES PROMOTION: PTCL charges 1rps/min for all Pakistan to all ptcl and vfones to promote the usage of its telecom network. More over, PTCL offers special rate packages on special occasions like Ramadan Package and EID package, which offer customer reduced rates for specific timings. And also student internet packages and special packages time to time to attract customers. PERSONAL SELLING: As PTCL is enjoying monopoly in fixed-line telephony, the Company has no Professional sales force because the company has not felt any strong need to use the Services of a sales force for increasing the sale of its products. At the moment, PTCL¶s Customer Services Centers are playing the role of sales outlets. Customers can make telephone calls; send fax messages from these Customer Services Centers. They can also get connected their telephone bills and get duplicate bills from these outlets. However, with the establishment of Marketing Department in PTCL, The marketing professionals are now in the process of inducting professional sales force for the company.
3
PLACEMENT:
The Head Office of Pakistan Telecommunication Company Limited is situated in SectorG-8/4, Islamabad, which is headed by the ³President´. Besides, it has Regional Headquarters like: Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abbottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region, Faisalabad Telecom Region Southern Telecom Region-I Hyderabad Southern Telecom Region-II Karachi
Southern Telecom Region-V Sukkur Western Telecom Region Quetta. Switching network Central region Lahore. These Regions provide Telecommunications services to the customers in their respective areas. Apart from these, PTCL has an Optical Fibre Construction Region Lahore and Optic Fiber System Islamabad, each headed by a General Manager to install, operate and look after optic fiber systems/cables. In each District and Tehsil, an Exhchange, Franchisor, Call Centers, Customer Care Centers are available to facilitate the customer need. 4 PRICE:
Being a government organization, PTCL is not authorized to determine the prices of its products itself; the Telecom Regulator Authority viz. Pakistan Telecommunication Authority (PTA) fixes the prices of telecom services. The process is such that whenever PTCL intends to increase or reduce the rates of its services, it submits its Proposal to PTA for approval. PTA then calls consumers¶ representatives, journalists and other interested groups for discussion on the proposal. After listening to the viewpoints of all the interested parties, PTA gives its decision. If PTA approves PTCL¶s proposal, the new rates are enforced. It may be mentioned here that telecom technology is only technology whose rates are on the decline with the passage of time. PTCL also rationalizes its tariff with the passage of time. Tariff rationalization process started in 1997 as part of GoP Telecom Sector policy for privatization of this sector. It was mainly focused on rebalancing the domestic process like NWD, international, local call, line rent etc. Rebalancing is completed by the end of 2009 (as per Tariff rates) with the objective to position PTCL for competition. 5 PHYSICAL EVIDENCE:
EXTERIOR: PTCL built very good and attractive buildings of its offices as well as its franchises in order to attract the customer and as physical evidence. INTERIOR: Interior as well manage but not as like its competitor like moblink, telenor there franchises are well mange internally and attractive there internal environment as too much attractive and an educated stuff is present there in order to facilitate the customers but in PTCL franchises mostly not manage in region like Multan. But well Manage In all the cities of Pakistan. 6. PROCESS
There are simple process to get the connection this is only for the sack of customer that he don¶t feel any kind of difficulty.
First fill the order form i.e. it is for broad band same in case of other products this form is used.
Similarly there are simple steps to get and change services. 7. PEOPLES:
The employs of PTCL nearly equal to 30000 who are working in all over in the Pakistan they are the assets of the company and they are the responsible for the goodwill of the company. Company also focuses on the status of there employees and give them performance appraisal program and give them incentives and also give them medical treatment.
CONCLUSIONS: No doubt PTCL is enjoying monopoly but the time is came when competition will force company to change its policies to become favorite telecom service provider in the market& keep its current place & customer base. The actual working substances are the humanbeings .It goes with out saying that Human resources are the most important in theorganization and so does the Human Resource Department .It integrate all the activitiesand functions of the company like job analysis, recruitment, staffing, training, designingcompensation package, employee¶s appraisal system. Human Resource Department playsthe key role in the hiring, retention, motivation and promotion of the employees.Actually it assign the specified duties to the specified persons in this age ofspecialization. Human Resource manager should be well versed and confident in hisfield. He should be humane, well natured and have go face reading capabilities .All thisensures his success. He should be of the notion ³victory is not everything, but the way of fighting is´
