Mission Statement of PTCL

To achieve our vision by heaving

 An organizational environment that fosters professionalism, motivation and
quality.
 An environment that is cost effective and quality conscious.
 Services that are based on the finest technology.
 Quality" and "Time" conscious customer service.
 Sustained growth in earnings and profitability.

Core Values
 Professional Integrity
 Customer Satisfaction
 Teamwork
 Company Loyalty

Analysis of Mission Statement:

Human Resources are at the top

Cost and Quality efficiencies:

PTCL is at the maturity stage. They are following the cost leadership and
differentiation strategies. They are providing the services to their customer by
lowering the prices and they are the only ones who are providing the services to
such a big extent.
Let’s make the Difference:
FEEL THE DIFFERENCE is the new slogan of PTCL. They are now providing
the most innovative and advanced technologies to their customers

Vision
To be the leading Information and Communication Technology Service Provider
in the region by achieving customer satisfaction and maximizing shareholders'
value. The future is unfolding around us. In times to come, we will be the link that
allows global communication. We are striving towards mobilizing the world for the
future. By becoming partners in innovation, we are ready to shape a future that
offers telecom services that bring us closer

Analysis of Vision:
Market Leadership in Communication Technologies:

The company maintains a leading position in Pakistan as an infrastructure

provider to other telecom operators and corporate customers of the country. It
has the potential to be an instrumental agent in Pakistan’s economic growth. The
future is unfolding around PTCL. In times to come, PTCL will be the link that
allows global communication. PTCL is striving towards mobilizing the world for
the future. By becoming partners in innovation, they are ready to shape a future
that offers telecom services that bring closer.

Stake-holders' Satisfaction
The main aim of PTCL is to be the market leader in terms of customers'
satisfaction. They are providing enormous facilities to their customers to satisfy
their communication needs. They take care of the interests of their shareholders
by offering them higher returns on their investments.
Company Profile:

PTCL (Pakistan Telecommunication Company Limited) is all set to redefine the

established boundaries of the telecommunication market and is shifting the
productivity frontier to new heights. Today, for millions of people, we demand
instant access to new products and ideas. More importantly we want them for
their better living standards with increased values in this ever-shrinking globe of
ours. We are setting free the spirit of innovation. PTCL is the largest
telecommunication service provider in Pakistan, offering fixed line, mobile and
internet services throughout the country. PTCL is going to be your first choice in
the future as well, just as it has been over the past six decades . PTCL delivers
fixed line services to over 90 percent of current residential and corporate
customers in Pakistan. In 2006, the company achieved significant growth in its
fixed line business especially through wireless local loop technology.
PTCL is the largest telecommunications provider in Pakistan. PTCL also
continues to be the largest CDMA operator in the country with 0.8 million V-fone
customers. The company maintains a leading position in Pakistan as an
infrastructure provider to other telecom operators and corporate customers of the
country. It has the potential to be an instrumental agent in Pakistan’s economic
growth. PTCL has laid an Optical Fiber Access Network in the major metropolitan
centre of Pakistan and local loop services have started to be modernized and
upgraded from copper to an optical network. On the Long Distance and
International infrastructure side, the capacity of two SEA-ME-WE submarine
cable is being expanded to meet the increasing demand of International traffic
Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan’s
most reliable and largest converged services carrier providing all
telecommunications services from basic voice telephony to data, internet, video-
conferencing and carrier services to consumers and businesses all over the
country.

Whether it is an office in the largest city of Pakistan or a home in a small village,

we are present in every corner of Pakistan to serve our customers.
Pakistan Telecommunication Company Limited (PTCL) was incorporated as a
public limited company, with the objective of providing domestic and international
telecommunication and related services. About 95% of the assets and liabilities
of PTC, at net book value, were transferred to PTCL whereas the remaining 5%
assets were vested in PTA, FAB, NTC and PTET. The vesting of assets to new
entities took place with effect from 1st January 1996.

With employee strength of 65,000 and 5.7 million customers, PTCL is the largest
telecommunications provider in Pakistan. PTCL also continues to be the largest
CDMA operator in the country with 0.8 million V-fone customers.

PTCL is listed at all three Stock Exchanges of the country. Besides Government
of Pakistan which own 88% of Shares, remaining shares are distributed among
Central Depository Company, Financial Institutions and Individuals.

The company maintains a leading position in Pakistan as an infrastructure

provider to other telecom operators and corporate customers of the country. It
has the potential to be an instrumental agent in Pakistan’s economic growth.
PTCL has laid an Optical Fiber Access Network in the major metropolitan centers
of Pakistan and local loop services have started to be modernized and upgraded
from copper to an optical network.

On the Long Distance and International infrastructure side, the capacity of two
SEA-ME-WE submarine cables is being expanded to meet the increasing
demand of International traffic.
Business & Corporate Users:
For clear communication the first choice of business circles is PTCL telephone
for local, nationwide and international calling. Today businesses can have 10-100
lines with modern day services to meet their needs. Now you get options like
Caller-ID, call-forwarding, call-waiting, Call Barring, to name a few.

Other business specific services include:

0800-Toll free number, 0900-Preminum rate services, VPN-Virtual Private

Network, Audio Conference Service, Digital Cross Connect (DXX), ISDN (Policy),
Tele plus(ISDN/BRI), Digital Phone Facilities/ Modification Charges, UAN, UIN.

Nationwide Infrastructure:

PTCL have the largest Copper infrastructure spread over every city, town and
village of Pakistan with over million installed lines. The network has over 0.5
million POTS ports with more than 250,000 Broadband ports in 13 major cities.

National Long-haul Core Network:

We have over 10,400 km fully redundant, fiber optics DWDM backbone network.
It connects over 840 cities and towns with 270G bandwidth.

Carriers Services:

As carriers-carrier, we provide the core infrastructure services to the cellular,

LDIs, Local Loop operators, ISPs, Call Centers and payphone operators.

We provide all carrier services, right from inter-connects and telehousing to

DPLC and IPLC connectivity. Our interconnect services are provided from our
3200 exchange locations that connect your carriers networks domestically, in
addition to providing IPLC bandwidths to connect you internationally through our
four international gateways and SEA-ME-WE3 and SEA-ME-WE4 international
submarine, also IMWE submarine cable will be added by the end of the year.

Furthermore to provide connectivity to operators in the extreme remote areas of

the country, PTCL launched its state of the art satellite service (Skylink).
PTCL satellite service (Skylink) is provided using the Intelsat Satellite System, an
undisputed leader in satellite communications.

White Label Services:

PTCL customers can now provide uninterrupted services to their clients without
undertaking large scale investment in infrastructure or developing expertise in
their own network.
PTCL White Label Services are focused on speed and simplicity at minimal
capex. This will enable our customer to offer their own branded WLL, DSL etc to
customers nationally, together with an array of key support services.

Broadband Pakistan:

PTCL Broadband is the largest and the fastest growing Broadband service in
Pakistan. In less than two years of it launch, PTCL has acquired over 150,000
Broadband customers in over 150 cities and towns across Pakistan, leading the
proliferation and awareness of Broadband services across Pakistan.

With its entry in this market segment, PTCL opened up a broadband culture in
Pakistan, where till a couple of years back there was very little awareness in the
country about broadband & high speed internet services. PTCL made the
broadband technology affordable by lowering the barriers

PTCL Broadband is the largest and the fastest growing Broadband service in
Pakistan. In less than two years of it launch, PTCL has acquired over 150,000
Broadband customers in over 150 cities and towns across Pakistan, leading the
proliferation and awareness of Broadband services across Pakistan.
With its entry in this market segment, PTCL opened up a broadband culture in
Pakistan, where till a couple of years back there was very little awareness in the
country about broadband & high speed internet services. PTCL made the
broadband technology affordable by lowering the barriers to entry, by
geographically bringing the service within the reach of a common user across
Pakistan and by continuous improvements in customer care for the service.

Unique offers that makes PTCL’s Broadband unmatchable are special packages
for the student segment, FREE modem and installation FREE dial up service for
its Broadband customers and FREE access to movies, music, classical Pakistani
dramas, cricket matches, gaming, educational and religious content on PTCL’s
entertainment portal ‘BUZZ’, (made exclusive only to PTCL Broadband
subscribers). PTCL also offers multiple FREE personalized e-mail accounts
exclusively to its broadband users. In addition, PTCL recently doubled its
broadband speed for all its existing and new customers at the same price,
making 1 MB as its minimum offered speed.

International Network:

SEAMEWE-3 Submarine Cable System:

PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing

Station at Karachi. SMW-3 cable connects 39 cable landing stations in 33
countries and four continents. SMW-3 is the longest system of the world with a
total length of 39,000 Km.

SMW-4 Submarine Cable System:

SMW-4 is a relatively new submarine cable system (inaugurated in December

2005) and links 14 countries with 16 landing stations across Europe, Middle East
and Asia. The system is using Terabit DWDM technology to achieve. The link
between any two destinations is STM-1. SMW-4 is designed for relatively higher
traffic volumes.

I ME WE cable details and Status with Map:

IMEWE Submarine Cable is a Tera bit capacity submarine cable system

connecting India to Western Europe through Middle East. The Cable system is
13,000 km long with 10 landing points in 8 countries.

Satellite Communication:

PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. These
installations provide the diversity for International voice connectivity and also
work as Hub for domestic satellite users. There are four Intelsat Standard B
Earth Stations at Islamabad, Gilgit, Skardu and Gwadar

Historical Background

1947 Posts & Telegraph Dept. established

1962 Pakistan Telegraph & Telephone Deptt.
1995 About 5 % of PTC assets transferred to PTA,FAB & NTC.
1996 PTCL Formed listed on all Stock Exchanges of Pakistan
1998 Mobile & Internet subsidiaries established
2000 Telecom Policy Finalized
2003 Telecom Deregulation Policy Announced
2006 Etisalat Takes Over PTCL's management
History:

From the beginnings of Posts & Telegraph Department in 1947 and

establishment of Pakistan Telephone & Telegraph Department in 1962, PTCL
has been a major player in telecommunication in Pakistan. Despite having
established a network of enormous size, PTCL workings and policies have
attracted regular criticism from other smaller operators and the civil society of
Pakistan. Pakistan Telecommunication Corporation (PTC) took over operations
and functions from Pakistan Telephone and Telegraph Department under
Pakistan Telecommunication Corporation Act 1991. This coincided with the
Government's competitive policy, encouraging private sector participation and
resulting in award of licenses for cellular, card-operated pay-phones, paging and,
lately, data communication services. Pursuing a progressive policy, the
Government in 1991, announced its plans to privatize PTCL, and in 1994 issued
six million vouchers exchangeable into 600 million shares of the would-be PTCL
in two separate placements. Each had a par value of Rs. 10 per share. These
vouchers were converted into PTCL shares in mid-1996. In 1995, Pakistan
Telecommunication (Reorganization) Ordinance formed the basis for PTCL
monopoly over basic telephony in the country. The provisions of the Ordinance
were lent permanence in October 1996 through Pakistan Telecommunication
(Reorganization) Act. The same year, Pakistan Telecommunication Company
Limited was formed and listed on all stock exchanges of Pakistan. PTCL
launched its mobile and data services subsidiaries in 2001 by the name of Ufone
and PakNet respectively. None of the brands made it to the top slots in the
respective competitions. Lately, however, Ufone had increased its market share
in the cellular sector. The PakNet brand has effectively dissolved over the period
of time. A recent DSL service launched by PTCL reflects this by the introduction
of a new brand name and operation of the service being directly supervised by
PTCL. As telecommunication monopolies head towards an imminent end,
services and infrastructure providers are set to face even bigger challenges. The
post-monopoly era came with Pakistan’s Liberalization in Telecommunication in
January 2003. On the Government level, a comprehensive liberalization policy
for telecom sector is in the offering. Last Year, in middle of 2005 Government of
Pakistan had decided to sell at least 26 percent of this company to some private
agency. There were three participants in the bet for privatization of PTCL.
Etisalat, a Dubai based company was able to get the shares with a large margin
in the bet. Last year when Government was going to privatize the company there
was country wide protest and strike by PTCL workers. They even disrupted
Phone lines of some big Government institutions like Punjab University Lahore
and many lines of public sector were also blocked. Military had to take over the
management of all the Exchanges in the country. They arrested many workers
and put them behind bars. The contention between Government and employees
ended with a 30% increase in the salaries of workers. There have been various
changes in the company due to privatization. Such examples include the VSS
(Voluntary Separation Scheme for its employees), ERP (SAP based),
restructuring, B& CC (Billing and Customer Care Software) etc. Another
seemingly minor change was change of brand identity (logo) that will present
PTCL's new face after privatization, with greater focus on customer satisfaction
and bringing about of new advancements in telecom for Pakistani consumers.

Culture:

Attention to detail:
PTCL employees do work at their best. They always do their work in detail in
order to maintain their organization best of best among the tele communicative
organizations.

People orientated:

PTCL organization is people orientated organization. They always concentrate

on their employees. They says that if their employees is satisfied then it will
increase their organization production.

Team orientated:

PTCL employees prefer in team work. They according to them team work is
better than individual.

Aggressiveness:

PTCL employees are aggressive and competitive rather than co-operative.

Stability:

PTCL top management decisions and actions emphasize on the employees to

maintain their status and work hard to get goals.

Innovation and Risk taking:

PTCL top management always encouraged their employees to be innovative and

takes risk.

PTCL employees donate One-Day salary for IDPs:

PTCL employees have contributed their one day salary that amounts Rs. 20
million for the support of internally displaced people of Swat and other affected
areas.
CEO and President of PTCL Mr. Walid Irshaid called on Prime Minister Syed
Yousuf Raza Gilani at PM’s House and presented him a cheque of Rs. 20 million
on behalf of PTCL employees for PM’s Special Fund for the Relief of Victims of
Terrorism.

Subsidiaries:

Ufone (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL

commenced its operations on 29th January 2001 as a GSM 900 service provider.
Since the outset, it has expanded its coverage and customer base at a rapid
pace and established itself as one of the leading cellular service providers in
Pakistan. Ufone is now considered to be one of the most active, aggressive and
innovative players in the mobile sector of Pakistan.

The growth of the cellular industry is a direct result of the successful

implementation of the telecom deregulation and cellular mobile policy by the
Ministry of IT and Telecommunications (MOIT&T) and the support, guidance and
timely enforcement of regulatory process by the Pakistan Telecommunication
Authority (PTA).

Privatization:
The growth of the cellular sector in Pakistan can also be attributable to good
governance policies of the government of Pakistan and the Privatization
Commission. In April 2006, Emirates Telecommunication Corporation, which is
commonly known as Etisalat, has assumed management control of Pakistan
Telecommunication Corporation Ltd – part of the $2.6bn deal to buy a 26% stake
in PTCL. The successful privatization of PTCL, and consequently Ufone, is hailed
as ushering in a new era for telecommunications in Pakistan.
Now, under the management of Etisalat, Ufone will concentrate on customer
needs and benefits and is more determined than ever to be the leading cellular
player in the market. Ufone has been known for providing superb propositions
and quality service to its customers. With the new expected investment, Ufone
can now aggressively expand its network coverage.

Key Accomplishments:

Ufone has always played a pivotal role in the development of the cellular market
in Pakistan. For the most part, it has been a step ahead in introducing innovative
products to the market. Ufone was a pioneer in launching the GPRS services and
Multi-media Messaging Service (MMS) in Pakistan, and lead the way in
introducing GPRS international roaming and prepaid international roaming for
these services in the Pakistan market.

Performance:

As mobile users in the country have reached over 28 million at a very rapid pace,
Ufone has maintained itself as the 2nd largest cellular operator in Pakistan with a
subscriber base of around 6.5 million and a market share of nearly 25%. Ufone
has seen a subscriber growth rate of over 200% in the last year, and since the
start of 2005 Ufone added nearly 5 million subscribers onto its network. A
remarkable achievement indeed, especially considering the fact that two new
international players also entered into the market in 2005. Subsequently the
growth in subscriber base caused a healthy trend in revenues which have
doubled.

Brand:

While keeping its tradition of being the trend setter in the industry, Ufone
changed the image of mobile phones from a luxury only affordable by the elite, to
a necessity affordable by the common man. Since its inception, Ufone has
positioned its brand for masses. In keeping with the upcoming competition and
market dynamics, Ufone increased its focus on the youth segment (which
comprises 50% of the population), with the Prepay brand. By designing market
focused products, Ufone’s brand team launched aggressive campaigns, which
further increased the brand equity. The new brand image gained huge popularity
amongst the targeted market. A recent marketing survey conducted by a
prominent marketing research company showed that Ufone has considerably
increased its brand visibility and image. Ufone’s Prepay brand is now considered
to be one of the most favored brands by the youth market and is followed by
other mobile operators launching their respective brand for the youth market
.

International Coverage:

Ufone provides International Roaming facility with more than 150 international
operators across 79 countries. Ufone has GPRS roaming agreements with
several international operators and also provides prepaid roaming facility to
selective destinations.

Customer Service:

Ufone is proud to have an efficient and friendly customer service through 21

company-owned Sales & Customer Service Centers and nearly 250 franchisees
across the country. The outlets are able to service the customers with innovative
solutions, and are empowered with Web based franchise management systems.
Ufone is poised to face the ever increasing challenges of the market and is
confident it will attract new customers. It has the ability to retain its existing
customer base with a high level of customer satisfaction via optimum network
service and a 24 hour call center facility.

Network Coverage:
Ufone has always believed in a solid commitment to growth, security and
reliability. Therefore, Ufone has always balanced its expansion efforts and quality
of service. With a total current investment of $400 Million, Ufone has network
coverage in more than 260 cities and towns and across all major highways of the
country.

Ufone has been instrumental in the growth of the cellular market in Pakistan. It is
a company committed to excellence. Under the new vision of Etisalat and with
the support and collaboration of its employees and vendors, Ufone aspires to be
the best in the market by offering customer focused products and a quality
service and sales network.

PTCL (Feel the Difference):

Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan’s

most reliable and largest converged services carrier providing all
telecommunications services from basic voice telephony to data, internet, video-
conferencing and carrier services to consumers and businesses all over the
country. PTCL is the largest telecommunications provider in Pakistan. PTCL also
continues to be the largest CDMA operator in the country with 0.8 million V-fone
customers. The company maintains a leading position in Pakistan as an
infrastructure provider to other telecom operators and corporate customers of the
country. It has the potential to be an instrumental agent in Pakistan’s economic
growth. PTCL has laid an Optical Fibre Access Network in the major metropolitan
centres of Pakistan and local loop services have started to be modernized and
upgraded from copper to an optical network.

Whether it is an office in the largest city of Pakistan or a home in a small village,

we are present in every corner of Pakistan to serve our customers.
Services:
PTCL offers its services to two types of customers
1. Home Services
2. Business Services

Home Services:

• Broadband:
Broadband keeps you connected to high speed internet all the time.
Economical packages for students. Special packages for corporate and
individuals. PTCL achieving the important milestone of taking broadband into
over 167 cities/towns across Pakistan.

• Calling Cards
PTCL introduces the call carding for those customers who make long distance
calls.
• Connectivity
PTCL is providing customers to connectivity of internet.

• Double up
All off-net calls (local, NWD, Mobile and International) & other services will be
charged as per the existing tariff. Only residential customers with PTCL landline
and broadband DSL service will be eligible for this package. The package
charges include Broadband charges, and fixed charges for unlimited on-net calls,
Line rent will be waived off for customers availing this package. This will be an
opt-in package with subscription through PTCL’s Helpline: 1236. Smart line
customers will have to pay Rs 300 on-top of this package charges

• Dialup setting
PTCL introduces Dialup setting for home net users, they are providing the free
USER NAME and PASSWORD from where customers can use net.

• Dialup V-fone
PTCL also offering the V-fone Dialup with much greater speed. Where customers
easily download and make chat with friends.
• Email and Fixed Lines
PTCL is providing customers to the new area of internet just like E-mail and
fixed lines.
• Pakistan Package
Through Pakistan Package PTCL providing the amazing calls rates in
Pakistan.
• Phone n Net
PTCL providing Phone and net service to the customers where customers
can enjoy both things net and phone.
• EVO
 Superior 3G experience.
 Broadband Internet in your pocket
 Unlimited downloads.
 Average download speeds from 300 kbps to 500 kbps.
 Access rich media applications like live video streaming, web casts, online
games and a host of other applications.
 USB Interface - Compatible with Desktops & Laptops.
 Plug & Play - Instant Connectivity.

• Identical number service

Through this offer any customer who wants to acquire a new telephone
connection (NTC) can also get UFONE SIM with the same number (03xx-7 digit)
as of PTCL Landline. There wouldn’t be any special charges for UFONE SIM ,
on the top of that UFONE SIM would be sent to the customer through TCS. This
shows PTCL’s commitment towards its valued customers by providing them a
service with an ease of remembering just one number for both landline and
Mobile Phone. This also gives comfort to your callers as they don’t have to
remember more than one number.

• Conference call
PTCL is the largest Telecom Services Provider in Pakistan and always strive to
create value for its valued customers. Keeping this objective in mind, we had
introduced another interesting and handy service branded as PTCL Conference
Call (3 Party Call) service. This unique service is a good opportunity to bring
families and friends closer especially on the festive season of Eid. PTCL
Conference Call is designed to enable PTCL customers to make more than one
call at one time in conference mode to talk to their relatives, beloved ones and
office colleagues

• PTCL 3 in 1 landline
 Incentives being offered for restoration of services
 New simplified procedure for Landline restoration
 New Products and Services available for Landline users

• SMART TV
Smart TV provides advanced features and services that are not possible with
traditional broadcast television systems. These advanced features include Time
Shift Television (TSTV), Parental Control, Electronic Program Guide (EPG),
Global Television Channels, Video on Demand (VoD), Near Video on Demand
(NVoD) and many more interactive features.
 Playback / Rewind live TV channels at any time
 Parental Lock facility on any channel
 Search and select favorite programs by using ‘Electronic Program Guide’.
Viewers have full control over functionality such as rewind, fast-forward,
pause, and so on.
 Watch DVD quality movies on demand from our library of over 500 titles.
 Watch 100 plus digital quality TV channels.

• Gaming lounge
PTCL providing gaming lounge for children to play and enjoy their life.

• PTCL FREE VMS

PTCL is pleased to bring you Voice Mail Service that works all of the time - even
when there is a power outage and your answer machine stops working. Your
voice mailbox can be accessed 24 hour a day, 7 days a week. You will never
miss important calls again! Now you can take messages even when you're away
from your home.

Business Services:
• Analogous
• Co-location
• DPLC
• DXX
• LIT Pair
• Skylink
• TV Transmission
• IP / IPLC
• Call Centers
• Calling Cards
• Fixed Lines
• ISDN – BRI
• Satellite Phone
• Business DSL

Management View

PTCL's management view is symbiosis. They do care the interest of their stake-
holders. Their Vision statement clearly states that they want to be the market
leader through maximizing the value of customers' and their shareholders.' As
PTCL embraces new technologies and make the world of global communications
accessible to more people in more ways PTCL perfects the art of bringing people
together.

Resource Based View:

Tangible Resources:
• PTCL generated a net profit of PKR15.64 billion
• Submarine cables
• Optical Fiber Cables
• Telephone polls

Intangible Resources:
• Customer loyalty
• Competent People
• Good managerial skills
• Innovative capabilities
Organizational Capabilities

• Technical-Operations
Technical-Operations emphasize value creation as an externally oriented activity
focused on the demand side. Its role is to maximize the ratio of the perceived
benefits, the company offers through its services and the price paid by the
customer.
• Qualified and experienced work force

• Brilliant Training Infrastructure

PTCL is fortunate to be having brilliant training infrastructure from last six

decades. It is emerged almost with the inception of Pakistan 'telegraph and
telephone' department, and over the passage of time has been harnessing its
valued human resources

• Finance

Finance managers portray value as something that is derived primarily from the
supply side. For them, value creation is internally oriented activity focused on
minimizing the investment and operational costs needed to support a given level
of revenue and require the return on investment to be demonstrated for all costs.

General Environment:

Demographic Segment
Age:
Broadband aimed at youngsters and Land line &wireless phones for all age
groups.
Geographical Location:
PTCL is the only telecommunication company in the country which targets
the whole country. PTCL provides services are being provided across the
country.

Income:

PTCL hasn’t any particular segment regarding the social classes. They are
offering the same services to all the income segments.

Technological Forces:
• Complex and highly competitive global market
• Industry consolidation, partnerships, and collaboration
• Rapid rate of technology development and change

Political Factors/Legal:
• Political pressure for installation of exchange in remote areas where
expenditure is more than revenue seriously affects the revenue of PTCL.
• There is proper union in the organization that is working for the benefit of the
employees and there are no serious conflicts between the management and
union because of friendly environment between both parties

Socio-culture:
PTCL is encouraging workforce diversity and they are introducing quota systems
like:
• Special persons {disable}
• Females
• Old employees
Economic Factors:
PTCL is influenced by the macro-economic factors. There has been a change in
macro-economic factors of Pakistan and PTCL is influenced by these factors.
Government of Pakistan is committed to deregulate and liberalize
telecommunications industry through privatization of state-owned monopoly.
Since the introduction of internet in 1996 its usage has grown at more than 50%
per annum and has progressed from a humble start of 10,000 users in 1998 to
1.3 million internet users in year 2000. Universal Internet Access has reached
379 cities by PTCL and it is expected to exceed 400 cities by June 2001. A
reduction from US$60,000 to US$6,000 per month/2Mbs in internet bandwidth
costs was initiated for software companies, educational institutions and call
centers.

Globalization:
• PTCL partners with Huawei for its Network Operation Center
PTCL, Huawei Technologies Pakistan and Hewlett Packard (HP) have signed an
agreement to jointly launch their ‘Network Operation Center’ project which has
state-of-the art fault detection and resolution technology
• Acquisition of 26% of PTCL by purchasing all the of the ‘B’ ordinary shares by
Eitisalat

PTCL Gets Environment Friendly:

The Pakistan Telecommunication Company Limited (PTCL) has decided to

introduce a new bill format for its customers, effective February 2009.
This decision was taken to ensure that PTCL stir towards adopting
environmental-friendly and customer-friendly policies in-line with the government
of Pakistan's efforts, which recommends companies and institutions to go green.
This initiative of PTCL also coincides with the Government’s decision to celebrate
2009 as the "Environment Year". PTCL's decision to reduce the number of billing
pages is an environment friendly initiative and is a way forward towards
becoming a paperless enterprise.
According to Dr. Sadik Al-Jadir, SEVP Commercial PTCL, preceding bill format
comprising multiple pages, would be replaced with a new one-page bill format,
thus packing all the essential billing details on a single page. This single page bill
format would help save, at least 12 million papers every month that are being
used for printing the billing details.
To facilitate the customers, itemized billing details would remain obtainable and
accessible. Customers would be able to obtain their itemized billing details by
visiting any customer service centre of PTCL and would also be able to access
essential billing details through IVR by dialing 1200. PTCL Call center is also
expected to start taking orders from customers for their itemized billing details.
Subsequently, these details would be delivered to the customers through courier
within a certain time frame.
Dr. Sadik said, “PTCL is determined to improve and build good relationship with
its customers by providing novel and superior telecom products and services to
its valued customers and is striving hard to meet their expectations.”

Employees Training:

PTCL believe that the role of training and development in a service involved
organization is many times more in comparison with what it has in a
manufacturing involved organization.

This role becomes more significant in a situation where the need to transform
organizational culture is identified as the most glaring problem and the most
difficult impediment on the way to organizational growth. PTCL employees are a
great asset not only for the company but also for the country. Their marvelous
potential is yet to be exploited. Their skills need to be developed, their expertise
need to be updated for which training and development department is at their
disposal to cater their training needs. We assure that we, training and
development team would never miss an opportunity to contribute towards the
betterment of the company. Training and Developments is playing an essential
role in changing PTCL from a government sector organization to corporate sector
company. We consider every employee of the company as our customer and
firmly believe that meeting their expectation would help us achieve customer
satisfaction. We look forward to your input for making our endeavors more
effective.

We would like to take this opportunity to salute all our workers and employees
especially those who are working in the field and assure them that the
management is fully aware of their dedication and hard work and appreciates
their performance and want to make them more skillful and improve their
expertise through different trainings.

In this spirit we assure that T&D Training and Development has a clear road map
of activities and is committed to provide high quality trainings for the development
of every single employee. We promise that your support and cooperation coupled
with our hard work will bring epoch making triumphs and prosperity for PTCL.

Value Chain Analysis

Supporting Activities:
• Firm Infrastructure
• Human Resource Department
• Technology Development
• Procurement

Primary Activities:
• Inbound Logistics
• Operations
• Outbound Logistics
• Marketing and Sales
• Services
Supporting Activities

Organization Structure
PTCL has its presence is many major cities of country. Main offices of PTCL
are as under:
Karachi
1. G.M STR II
2. G.M STR III
3. G.M Development south
4. G.M overseas Telecom Region.

Hyderabad.
G.M STR-I

Sukkur
G.M STR-V
Quetta
G.M WTR

Multan
G.M MTR

Lahore
G.M LTR-I
G.M LTR-II
G.M Dev Central
G.M OFC

Faisalabad.
G.M FTR
Gujranwala
G.M GTR

Islamabad / Rawalpindi
PTCL H/Qs
G.M ITR
G.M RTR
G.M DEV
G.M OTR
G.M Transmission
G.M Store
G.M ITI
G.M OFS

Peshawar
G.M NTR-I

Abbotabad
G.M HTR

D.I. Khan
G.M NTR-II

Because PTCL is a large organization consisting of almost 65,000 Employees

and fact that it is a public organization it has a large and tall structure.
Organization is divided on functional basis. Detail organization structure is given.

Human Resource Department:

The training administration region of PTCL consists of eight constituent formation
handed by senior professionals. There is a renowned training academy at
Haripur known as Telecom Staff College, located at Lahore, Karachi, Peshawar,
Quetta and Islamabad. The training administration region of PTCL supports the
vision of PTCL.
To retain the PTCL employees, PTCL is launching a comprehensive Key Talent
Plan that will offer commercial compensation package to their professionals.
PTCL is encouraging performance oriented culture where competent human
resources will be incentivized.
The performance of HRM department is very effective. Its progress can be
evaluated in the light of following achievement.

• Head office database system

• Regional database system
• Payroll system
• Distribution of Performa’s for the preparation of making comprehensive job
description, job specification and evaluation.

Technological Development:

PTCL is most dynamic organization using latest technologies. PTCL

management is using electronic data processing for decision-making. Few
examples are:
i. Oracle based Accounting system, which is able to detect a wrong entry.
ii. Computerized record of all employees, which help in human resource
planning.
iii. Computerized record of traffic relating to local, NWD and International
calls help management in Network Planning, Call Routing and pricing.
ERP to redefine new business process in PTCL. ERP is used for the phrase
Enterprise Resource Planning. For PTCL ERP means a system that will hold
data across the enterprise of PTCL / Paknet / Ufone. All the information would be
integrated, making access to the good quality information. Previously the lack of
integration between various computer systems has limited the useful information
for controlling the business and decision making.
PTCL has an online facility and has developed a website. www.ptcl.com.pk

Procurement:

The Procurement function is driven by the objective of procuring materials and

equipment from the best possible sources according to the specifications and
requirements.
To procure, PTCL asks for Request for Proposals from different vendors. PTCL
asks for sealed bids from the vendors and these bids are dropped into the
Tender Box. These bids are should be received within the prescribed dates.
Select the company whose final bid offer price is the lowest, or the two
companies that have the lowest and second lowest bids. Finally, negotiation
meeting with the vendor/vendors. In it further discounts are acquired by PTCL.
The company with lower price qualifies.
Vendors interested in becoming registered with PTCL must pre-register with the
Procurement Department/Vendor relation section. This registration process is
mandatory and supersedes all previous registration, such registration is valid for
“3“ years, thereafter, it is the vendor’s responsibility to renew their registration in
a timely manner at least 3 months ahead of expiry. All new and existing vendors
are required to register by completing form and submitting the specific
documents along with form.
Primary Activities

Inbound Logistics:
PTCL’s main raw material which they use is cable. PTCL asks for International
Tenders. These tenders are usually bided by the countries like France, Spain,
Italy, China. These tenders are approved which is discussed in procurement
section. Shipping is the responsibility of the vendor to send the cables to Karachi.
Main storage is at Karachi and raw material is stored in the stores. As PTCL
cables are used under-ground and in open air so there isn’t any type of particular
design of ware houses. These cables are stored under the open-sky.
After reaching in the main store at Karachi, these cables are then transferred to
the other main store which is built in Islamabad. After reaching there these
cables are sent to the other cities where they are required. Small houses are built
in Peshawar, Chakwal and Quetta.
PTCL doesn’t produce any significant material themselves, so they haven’t any
plants to operate. Their main operations are usually the installation of cables

Marketing and Sales

TVCs billboards and print media are the main sources for marketing its services
Road shows are arranged in order to increase the market awareness
Prom4otion through other activities

Services
Being a service provider, PTCL is mainly focusing on the customer services and
facilitation. They are offering different packages and taking different types of
initiatives to increase affordability of installation and usage was launched.
Customer Care:

“OUR CUSTOMER IS OUR BIG ASSEST” says the CEO of PTCL.

The customer is a vital link in the business world. Realizing the customer’s
importance spells the success for the PTCL.

Courteous and charismatic dealing with the customers. Take care of customer’s
well- treating their success and failure as company success and failure.
Furnish the customers with products of exceptional standards. So that they form
a positive view of the company and its human resource. Empathize with the
customers and prioritize timely solution with utmost sincerity. Value the
customer’s time and facilitate them in every way. A satisfied customer helps not
only you but also the organization.

CUSTOMER SERVICES PROJECTS

Headquarters Hotline- 0800-44544, operational Countrywide from digital

telephones.
106 Helpline at Karachi already operational. Such help lines will be
established in other major cities.
Directory Information & Complaint Registration 17, 18 are being further
improved. CD based Directory to be issued on cost.
Computerized Directory Assistance System is operational at Lahore &
Islamabad. Facility shall be extended to Karachi, Quetta & Peshawar by
the end of this year.
Computerized Fault Management System at Karachi & Hyderabad (18)
 is operational. Plans for setting up of the CFMS at Lahore, Islamabad,
Quetta & Peshawar by the end of this year.
Modernization and Improvement of 10 Existing Billing Centers in major
cities.

• Automation of Revenue & Divisional Offices for Billing is in

progress.

• Billing Systems being upgraded to achieve on line billing.

• Billing centers being modernized for Inter-operator & Multi-

operator environment including corporate billing.

Customer Services Centers with One window operation (like duplicate

bills, registration for telephone & value-added services, complaints, etc)

Operational 110

Telephone Directory Issue 2000

Printing of Telephone Directories for the customers of different regions

has been completed and is being issued.
Corporate Social Responsibility
Being the market leader, PTCL realizes its community responsibilities. PTCL is
contributing to the well-being of society.
• Balochistan flood relief efforts:

Earthquake struck the western telecom region Quetta leaving terrifying

effects in the region. PTCL employees donate their one month salary for
the earthquake in BALOCHISTAN.

• Earthquake relief efforts:

PTCL do many effort in earthquakes regions.CEO of PTCL gave 2
Million rupees.
• PTCL offers different types of packages on Eid and other
national days:
 PTCL gives bonus to their employees on occasions like EID etc.
Sponsoring Event at LUMS:

PTCL was the lead sponsor for Synergies 2008; the 1st ever Business
School Competition in Pakistan organized by Lahore University of
Management Sciences costing PKR 1 Million

Scholarships for Persons with Disabilities:

Another recent CSR initiative taken by PTCL was announced at the World
Telecommunication Day held on May 17, 2008. This year the worldwide theme
for the Day was “Connecting Persons with Disabilities.” To raise awareness of
this theme and support initiates focusing on less privileged persons, PTCL chose
to become the lead sponsor of the World Telecom Day event in Islamabad
contributing PKR 6.8 Million.

During his address at the event, PTCL’s President/CEO, Mr. Walid Irshaid
announced five academic scholarships per year for persons with disabilities so
that they could pursue their career of choice by obtaining higher education at any
university with Pakistan. PTCL would bear the full tuition costs and living
expenses of those awarded these scholarships. PKR 1.5Million was announced
focusing on the education of the special people.

Donation to SOS Villages:

PTCL keeping with its healthy tradition of supporting non-governmental

organizations recently donated a sum of Rs.2.5 million to the SOS Villages. As
most people would be aware, SOS is an organization that looks after the well-
being and education of orphans and the destitute.
PTCL as a socially aware and responsible entity is determined to do its utmost in
furthering worthy causes that contribute to the lives of individuals and help better
the standards of society as a whole.
Porter’s Forces:
1. New Entrants
2. Bargaining Power of Buyers
3. Bargaining Power of Suppliers
4. Threats of Substitute Products
5. Rivalry

New Entrants
There is a very potential low threat to PTCL regarding new companies which
want to enter in the industry and to compete with PTCL.
PTCL is enjoying monopoly and this is the mainly a huge potential barrier for the
new entrants. It’s very hard for any company to get into the industry and start
challenging to PTCL.
A very huge capital requirement is needed for the new entrants to enter into the
market and have competition with PTCL.
26% shares are held by Eitisalat and still 74% shares are held by the government
of Pakistan. So in other meanings, you can say that PTCL is having favorable
government policies and these favorable government policies could be a
substantial barrier for the new entrants.

Bargaining Power of Buyers

Bargaining power of PTCL is very high. The main reason for this higher
bargaining power is that PTCL is the only and the biggest company in the country
which is providing the services to its customers. PTCL holds a very large number
of customers and is the biggest services provider in the country. So suppliers
can’t have any other potential buyers like PTCL.

Bargaining Power of Suppliers

Bargaining power of supplier is low. They have to face higher switching costs in
order to shift from PTCL to other company.
Supplier’s power is also reduced because a prestige is associated with PTCL.
Being the monopoly holder and the maker leader, suppliers find less other
enough and sufficient opportunities to impose a power on PTCL.
PTCL also reduces the power of supplier by selecting the vendors which provide
them material at lowest prices.

Threats of Substitute Products

PTCL holds monopoly. They are the only ones in the country who are providing
the services to such a big extent to their customers. At the moment, there isn’t
any perfect or close substitute in the country so customers can’t switch to other
products. So threat of the substitute is almost vanished.
Although Wateen has recently launched its services in the country but they still
require a very long time in order to become the substitute of PTCL.

Rivalry in the Industry

Wateen can impose a potential threat on PTCL. But they are not at the position
at the moment to compete in accord to PTCL and get its shares. PTCL is having
monopoly at the moment so they have very low competition in its industry.

SWOT Analysis

Strengths
• An Integrated Monopoly
 • One of Pakistan’s Largest Public Sector Corporations
• Good Infrastructure
• Nationwide reach
• One of Pakistan’s Consistently Profitable Corporations
• Experienced Telecom Resources
• Most innovative services

Weaknesses
• Over employment & low productivity.
• Slow decision making including external interferences.
• Corporate culture akin to government departments.
• Poor customer services
Opportunities
• Managerial control by Eitasalat (26% shares held by Eitasalat)
• Low tele-density of Pakistan.
• Adapting competitive and service centered operational culture, spending
upon marketing communications to revamp Brand Image, improving
existing network and existing products for market penetration and
developing innovative new products and services for long term growth
• Growth potential due to improved macro economic situation of the country.
• Partnership with new entrants in a deregulated environment.
• Scope for efficient/cost effective operations.
• Capture broad band internet service market.

Threats
• Exposure to market competition
• Migration to Cellular Networks
• Ability to Attract & Retain Quality Professionals
• Reduction in International Settlement Rates
 • Wateen, although they are new in the industry relevant to PTCL, but their
advanced technologies can impose a potential threat on PTCL
• Inconsistent policies of governments regarding the nationalization and
denationalization

References:

1-Sharjeel Suleman
Assistant HR Manager.
Phone: 0333-5356534

2-Miss Marium
Sales Manager
Phone: 0321-4558188
3- www.ptcl.com.pk