Sie sind auf Seite 1von 30

PROJECT REPORT

ON

PAKISTAN TELECOMMUNICATION COMPANY LIMITED


(PTCL)

SUBMITED TO:-
Sir Omer Toor

SUBMITED BY:-
Sumera Malik (BMBE-183006)
Anam Bibi (BMBE-183014)
DEDICATION

We would like to thank our professor Mr. Omer Toor who was
always there to help and guide us when we needed help. His
perceptive criticism kept us working to make this project more full
proof. We are thankful to him for his encouraging and valuable
support. Working under him was an extremely knowledgeable and
enriching experience for us. We are very thankful to him for all the
value addition and enhancement done to me.

No words can adequately express my overriding debt of gratitude to


my parents whose support helps me in all the way. Above all I shall
thank my friends who constantly encouraged and blessed me so as
to enable me to do this work successfully.

2
ACKNOWLEDGEMENT

“To Him belongs the dimension of the Heavens and the earth, it is
He who gives Life and death and He has power over all things.”
(Al-Quran)

All acclamation to Allah who has empowered and enabled us to


accomplish the task successfully. First of all we would like to thank
our Allah Almighty who really helps us in every problem during the
project. We would like to express our sincere and humble
gratitude to ALLAH almighty who‟s Blessings, help and guidance
has been a real source of all our achievements in our life. We
would like to admit that we completed this project due to parents
who pray for our success. We also wish to express our
appreciation to our supervisor Mr. Omer Toor who help us a lot
and introduce us to new dimensions of knowledge. And we would
like to acknowledge all our work to our parents and friends who
guided to accomplish this never forgetting task. Last but not the
least our team efforts, support, cooperation and encouragement
showed by each members in the group with each other.

3
TABLE OF CONTENTS
1 PTCL – PAKISTAN TELECOMMUNICATION LIMITED . . . . . . . . . . . . . . . .
1.1 Introduction of PTCL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2 Vision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3 Mission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4 Core Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5 Organizational Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2 STATEGIC MANAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1 Why It Is Important For An Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2 Process Of Strategic Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2.1 SWOT Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2.2 External Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Strength
Weakness
2.2.3 Internal Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Opportunities
Threats
2.2.4 STRATEGIC MANAGEMENT CYCLE

3 TYPES OF ORGANIZATION OF PTCL . . . . . . . . . . . . . . . . . . . . .


3.1 CORPORATE STATEGY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.1.1 GROWTH
3.2 BUSINESS STRATEGY
3.2.1 DIFFERENTIATION
3.2.2 COST LEADERSHIP
3.2.3 FOCUS STRATEGY
3.3 FUNCTIONAL STRATEGY
3.3.1 HUMAN RESOURCE
3.3.2 MARKETING
3.3.3 FINANCIAL RESOURCES
Profitability Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Liquidity Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Leverage Position . . . . .

4 FUTURE OF PTCL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..
4.1 TODAY’S WORLD IMPORTANCE

5 QUESTIONNAIRE’S
6 suggestions
7 conclusion8
Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. . . . . . . . . . . . . .
...........

4
EXECUTIVE SUMMARY

This project is about management affairs and management hierarchy of PTCL. PTCL
is the largest and solely line based communication system in Pakistan. The purpose
of this project is to practically know about all the aspects of management of PTCL

This is a report on PTCL (Pakistan Telecommunication Company Limited). This


assignment is assigned to us by Sir Omer Toor. In this report there is a detailed
introduction of the PTCL and its top management, middle management and lower
management and their functionality as well services.

 V fone
 PAK Net
 Smart Services

We also discussed its financial aspects in which we took the


analyzed is liquidity and its profitability position. We got information about
PTCL business strategies, Motivations procedures and its internal and
external resources and departmentalization, (engineering finance,
marketing and also the HR department of the PTCL. It also includes the
functions of HRM e.g. selection, training and development, motivation,
maintenance and other functions of HR department. At the end of this
project we have written down the SWOT analysis of PTCL Company and
HR department.

5
1 PTCL – PAKISTAN TELECOMMUNICATION LIMITED
1.1 Introduction of PTCL

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 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 cable is being expanded to meet the increasing demand of International
traffic. With the promulgation of Telecommunication (Re-Organization) Act 1996, the
Pakistan Telecommunication Authority was established as the Telecom Regulatory body.
Following the open licensing policy in BUY @ PKR 45.40 accordance with the
instructions of Government of Pakistan and in exercise of powers conferred by Pakistan
Telecommunication (Re-Organization) Act 1996, the basic telephony was put under
exclusivity and PTCL was given a seven years monopoly over basic telephony
which ended by December 31, 2002. The year 2006-07 in the telecom sector witnessed
a phenomenal growth in the mobile phone sector in Pakistan, which doubled its
subscriber base to 60 million. The Teledensity increased from 26% to 40%, helping to
spread the benefits of communication technology across the country. PTCL's mobile
phone subsidiary Ufone's subscriber base grew by more than 87%, from 7.49 million to
14 million. The year also witnessed the entry of major telecom companies, most notably
China Telecom and Singtel, into the market. Restructuring and re-engineering are in
their final stages along with the implementation of ERP system. From the end
customer's perspective, a major initiative was put in place in the shape of 'Broadband
Pakistan' service launch as a first step towards providing its customer with more value
added
service and convenience. With this offering, the PTCL not only bringing the benefit of
high speed Internet access to subscribers in major cities but will also generate new
revenue streams for future growth

6
HISTORY OF PTCL
From the humble beginnings of Posts & Telegraph Department in 1947 and
establishment of Pakistan Telecommunication Company Limited, to this very
day, ours is a story of commitment and vision.

PAKISTAN POST & TELEGRAPH (P&T)

The postal and telecommunication services were performed by a single


department known as Pakistan Post & Telegraph (P&T). This department
started its telephone service with only 12346 telephone lines and seven
telegraph offices all over Pakistan. This department continued its business up
to 1962. The Government of Pakistan adopted the Government of India
Telegraph act 1885 to control and direct the activities of telecommunication.

1.2 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 .

1.3 Mission
 To achieve our vision by having
 An organizational environment that fosters professionalism, motivation and quality
 An environment that is cost effective and quality conscious
 Services that are based on the most optimum technology
 "Quality" and "Time" conscious customer service

1.4 Core Values


 Professional Integrity
 Customer Satisfaction

ORGANIZATIONAL CHART

7
PRESIDENT
(C.E.O)

C.T.O C.I.O C.F.O

GENERAL GENERAL
GENERAL MANAGER MANAGER
MANAGER

SENIOR MANAGER SENIOR MANAGER


SENIOR MANAGER

MANAGER MANAGER
MANAGER

ENGENEER

SUPERVIOSER

TECHNICIAN

LINEMAN

INFORMATION FLOW CHART OF PTCL:


8
Departmental Chart, H-9 Islamabad Branch

Clerical
General Manager Traffic Department Account Department
Department

Engineer Senior Accountant Admin

Supervisor
Operator Staff

Technician
Supervisor Cashier

Line Man

Organizational Structure

Organizational Structure describes the organization’s formal framework or


system of communication and authority.In other words, the organization
structure sets forth each principal, management position and helps to define
authority, responsibility and accountability.

An organization chart is essential to the development of a cost system and


cost reports which indicates the responsibilities of individuals for
implementing management plans.

9
In PTCL President / CEO is the head of major functional areas. i,e State
management, Finance, Technical, Operations, HR & Admn and Corporate
affairs. So Senior Executive Vice President who are the head of these units
generally reports directly to the President.

The main purpose of PTCL is allowing them to effectively and efficiently


accomplish organizational goals and objectives. Designing an appropriate
structure means that managers must decide how to coordinate work activities
and efforts both vertically and horizontally.

Organization structure of PTCL can be described as having three


components like any other organizations:

 Complexity
 Formalization
 Centralization

DEPARTMENTS OF PTCL

Engineering:
Engineering Department of PTCL is responsible for:

Maintenance department

Operations department

Research and Development

Marketing:
Marketing department is concerned to create the value for the customer and
capture value in return.

10
Finance
Finance department deals witt

Accounts department

Revenue department

Taxation department

Human Resource Department

HR department is responsible for the management of human resources


needed in the organization efficiently and effectively. It includes;

Training and Development

Chain of Command Of HR

11
12
2 STATEGIC MANAGEMENT OF PTC

2.1 How it works in ptcl

2.1.1Customer Care Initiative:


To achieve the pinnacle of Excellence in Customer Service envisioned by the
President/CEO the Training and Development department has assumed the
responsibility for effectively imparting training under the Customer Care Initiative to all
PTCL employees.

2.1.2 Implementation of ERP system in T&D:

The focus of the project is to set up and maintain the qualifications catalogs, create and
evaluate profiles for a range of objects (for example, persons and positions), evaluate
career and succession planning scenarios, set up appraisal systems, as well as plan,
hold, and evaluate appraisals, create development plans, and work through individual
development planning scenarios by customizing the functions of personnel development
to meet customer requirements.

2.1.5 Quality Awareness Programme:

In order to create quality awareness and skills improvement of PTCL staff, a 3-year QA
plan has been made. The project is scheduled from March 2007 to December 2009.
Following four types of programmes are under the work plan:

• Installation Quality Standards


• Quality Auditor Course
• Companywide Quality Awareness
• ‘Train the Trainer Programme’ offered to the faculty of PTCL training centers

3 SWOT ANALYSIS

13
3.1.1 Strengths
 Largest operational network and infrastructure within ICT (Information &
Communication Technologies) segment.
 An integrated Monopoly
 Market leadership in Local loop, Wireless local loop (WLL) and Fixed telephony.
 PTCL (Ufone) is market challenger in GSM segment

14
 Ufone is performing well though Warid and Telenor are tough competitors. PTCL,
Ufone’s profitability increased by 49.2 percent to Rs 977 million in 1H/FY07 as
compared to Rs 655 million in the corresponding period last.
 Competitors still depend on PTCL network either directly or indirectly
 Experienced Telecom Resources

3.1.2 Weakness

 Not been able to nurture its growth around customer services oriented strategy
 Internal organizational and business processes issues
 Monopolistic culture has further added to its complexities
 Paknet, the internet service provider arm of ptcl continues to incur losses due to
poor management and lack of
network optimization
 Ptcl-v, the fixed wireless phone service is poor
 Over employment & low productivity.
 Slow decision making including external interferences.
 Corporate culture akin to government departments.

3.2 EXTERNAL ANALYSIS

3.2.1 Opportunities
 Low teledensity of pakistan.
 Have vast infrastructure and real estate assets which can be leveraged further.
 Global connectivity reliability has been improved. PTCL is expanding the long
distance and infrastructure side through spreading out two sea-me-we submarine
cables..
 Partnership with new entrants in a deregulated environment.

3..2.1 Threats

 Increased competition in long distance continues to exert pressure.


 VOIP use is increasing despite ambiguous and discriminatory policies
 Exposure to market competition
 Migration to Cellular Networks
 Ability to Attract & Retain Quality Professionals
 Reduction in International Settlement Rate taxable revenue base.
 Accelerate expansion of telecom infrastructure to extend telecom services to
unserved and undeserved areas.

15
 Encourage fair competition among service providers, while maintaining
leadership in the telecom sector
 Maintain consistency with the Pakistan IT and internet promotion policy of low
prices for Bandwidth and Internet access.

Porter’s Five Forces of PTCL

Porter five forces for Pakistan Telecommunication Company limited are as follows

 Threats of new entrant


 Power of suppliers
 Power of buyers
16
 Threat of substitutes
 Competitive Rivalry

Threat of New Entry

 As government of Pakistan is showing liberalism in case of


telecommunication sector and opened its policies to award new
licensees to new mobile service providers so threat of new entry is
high.
 As set-up cost is in billions of dollars so in this case threat of new
entry is low, but there are companies who are working to achieve
licenses and approaching PTA to know terms and conditions for
this.
 As for this business companies need a well established
distributions and franchises network so threat of new entrant is high
in this case.

Bargaining Power of Buyers

Power of buyer is high in telecommunication sector. There are six market


players and players are offering different packages at different prices and a
situation of price war is running. Buyers have a power to buy any package
which is suited to them.
Cost of switching from one company package to other company
package is low. Hence, power of buyers is high.

Bargaining Power of Suppliers

The power of suppliers is low in case of telecommunication sector.

17
But the fact is that numbers of suppliers are few in the market
but they are competing in the market to make agreements with
mobile service providers.

Threat of Substitute Products

Government also gave so many land lines and wireless local loop licenses
to different companies like PTCL wireless local loop, GO CDMA etc. these
services in future will be like mobile phone services like they are planning to
offer services a lot but currently they are offering SMS and CLI services to
their customers.

Competitive Rivalry
Currently there are six market players but in future they will be eight and
nine or even more.
Thruway satellite service is offering subscribers freedom of mobility
and uninterrupted service. Thruway’s satellite technology supplements
of existing mobile service providers, overcoming the challenges of
large geographical areas and insurmountable terrain.

3.2.2 ORGANIZATIONAL MANAGEMENT CYCLE

18
The cycle above describes the Organizational Management process at
PTCL. Yellow blocks describe the core functions of the Company performed
at all levels in the Organization. Blue Blocks are the Strategic functions which
are performed at the Strategic level only.

19
3 TYPES OF ORGANIZATION STRATEGY

3.1 CORPORATE STRATEGY

3.1.1 GROWTH

PTCL Upcoming

IPTV Services

Ever wondered what it would be like to receive adverts on TV only for the products that
you are interested in buying? What if when you are watching the latest thriller on a
movie channel or a live cricket match and you have to suddenly leave to attend to
guests, you are still able to come back and see the action from exactly where you left?
What if you can see the daily and monthly program list and times for your favorite TV
channels with the press of a button? What if you are offered a multi channel TV service
with state of the art digital DVD picture quality? Well you won’t have to wonder for too
long as all of these and many more features will soon be coming your way in shape of
PTCL’s multi channel IPTV service!

Broadcast and specialty TV channels

– Digital Broadcast TV

– Pay-per-view (PPV)

Directed advertising

– The ability to receive specific adverts for products that you are interested in buying

And many more mouth watering features

– Gaming
– Interactive services

– SMS/voice integrated applications

3.2 BUSSINESS STRATEGY


20
As the ptcl growing its position as the leading ICT service
provider and a profit leader, a five year Strategic Master Plan for the Company, with
defined corporate KPI targets, timelines and ownerships was developed by the PTCL
management. Defining yearly targets on market shares for various voice and data
services, introduction of a corporate KPI based performance measurement system,
Restructuring of the organization, formulation of IPTV, Triple Play and converged
services, migration to an end to end IP based network, Investment strategies such as
Assets Management for risk diversification and improved Return on Investments, were
all part of the master plan.

3.2.1 DIFFERENTIATION

PTCL has by far the largest network coverage, competitive price, and a range of Value
Added services including Phone book, messaging, and call logs. PTCL wireless service
gives voice quality of a landline with country-wide coverage, employing the state of the
art CDMA 2001x technology and nationwide availability.

3.2.2 COST LEADERSHIP.

PAKISTAN PLUS LEADERSHIP

Pakistan Plus offers 2,500 minutes of nationwide calls for a fixed package charge of
Rs. 199. The package also includes free voicemail and call waiting. Moreover, for
21
convenience to customers, all subscribers who were on Pakistan Package as of 31st
March 2008 have been shifted to Pakistan Plus with effect from 1st April 2008

Line rent (excl. taxes) Rs. 174


Package charge Rs. 199
Local – Peak (8 am to 9 pm) Rs. 2.00/2 mins
Local – Off Peak (9 pm to 8 am) Rs. 2.00/4 mins
NWD call Free (up to 2500 minutes)
additional minutes would be charged at
Rs. 2.00 / min
Mobile Rs. 2.50/min
Free Services Voice mail, Call waiting

BASIC LERDERSHIP

Basic Plus is designed to meet the needs of the low usage segment and includes basic
services along with voicemail and call waiting. All customers who were not on Pakistan
Package as of 31st March 2008 have been shifted to Basic Plus with effect from 1st
April 2008.

Line rent (excl. taxes) Rs. 174


Package charge NIL
Local – Peak (8 am to 9 pm) Rs. 2.00/2 mins
Local – Off Peak (9 pm to 8 am) Rs. 2.00/4 mins
NWD call Rs. 2.00/min
Mobile Rs. 2.50/min
Free Services Voice mail, Call waiting

22
VALUE LEADERSHIP

Value Plus is designed for the internet savvy and offers 1,200 internet minutes in
addition to 25 nationwide calling minutes per month for a fixed package charge of Rs.
75. The package also includes free voicemail and call waiting

Line rent (excl. taxes) Rs. 174


Package charge Rs. 75
Local – Peak (8 am to 9 pm) Rs. 2.00/2 mins
Local – Off Peak (9 pm to 8 am) Rs. 2.00/4 mins
NWD call Rs. 2.00/min
Mobile Rs. 2.50/min
Free Minutes / Services 1200 Phone n Net minutes,
25 nationwide minutes,
Voice mail, Call waiting

3.2.3 FOCUS STRATEGY

Broadband and Value Added Services

PTCL through diversification and assorted products and services could retain its
fundamental presence in the Telecom Sector. Introduction of DSL Broadband services
across major cities with plans to include more cities in times to come will enhance the
revenue base of PTCL. Stiff competition from other cable based broadband service
providers and local cable operators still persists. PTCL’s broadband services100,000
subscribers by providing services in the five largest cities and had a decent start by
adding over 10,000 subscribers within the first few months of its operations depicting
PTCL’s brand recognition.

3.3 FUNCTIONAL STRATEGY

23
3.3.1 HUMAN RESOURCE DEVELOPMENT

HR ASPECTS

The transformation from a legacy public sector organization into a responsive and
competitive enterprise in the deregulated era could not have been possible without
implementing a forward looking Human Capital development and management strategy.
One of the most important objectives of this new strategy was to optimize the workforce
which was implemented by offering the voluntary option of separating From PTCL in
exchange for financial compensation. Around 29,920 employees opted to pursue other
career opportunities after accepting terms of voluntary separation from PTCL.

3.3.2 MARKETING

Market Structure

PTCL is leading in terms of traffic on WLL in Pakistan, which has about 54 percent
market share of total traffic of WLL segment. Two major players, PTCL and Telecard
have lost market share in WLL traffic in quarter ending December 2007 when compared
with the same quarter of the last year. PTCL share came down to 54 percent from 57
percent while Telecard share in total traffic has come down to 22 percent from 30
percent. WorldCall has gained 100 percent and its share reached to 22 percent at the
end of 2007 compared to the same quarter last year. PTCL, the incumbent operator in
fixed line in Pakistan has also emerged as market leader with 57 percent market share
followed by Telecard and Worldcall with 19.6 percent and 20.2 percent market share at
the end of December 2007.Great Bear International share is reported to be 3 percent,
while Wateen Telecom share is 0.2 percent,which started their services during the
quarter. PTCL has gained over 1 percent marketshare compared to the same quarter of
last year while Telecard added over 5 percent market share during this period. Great
Bear International though a smaller shareholder in WLL market but its share is
increasing due to its quality of service as it reached to 3 percent as compared to 2
percent in December 2006.
policies by the PTA.

3.3.3 FUNCTIONAL STRATEGY

Liquidity Position

24
The liquidity position of the company suffered a setback in FY06. This trend has been
witnessed despite increasing current assets, as current liabilities grew more sharply.
The short term borrowings of the company have been mounting for the last few years
and this has contributed to the current trend of the current ratio. It may be noted that the
company holds large amounts of cash and bank balances compared to the other
companies in the business. This may provide an edge to the company over its
competitors. Although the liquidity stance of the company is fairly satisfactory at the
moment, but a continuation of the current negative trend may spell trouble for the
company.

Leverage Position

The debt ratios showed a decreasing trend in the FY07. The debt to asset ratio of the
company had declined considerably in FY05 but the trend reversed in FY06, declining
again in FY07. It IS important to note that the company maintains a largely unleveraged
capital structure, with the current trend in debt ratios bought about largely by changes in
current liabilities of the company.

4 STRATEGIC MANAGEMENT IN TODAY’S ENVIORMENT OF PTCL

4.1 FUTURE OF PTCL

PTCL Launches New Packages

PTCL recently launched three brand new packages for its consumers. But where
every other telecom in the country is slashing its call rates and finding other ways to
make money, PTCL has actually increased its rates! While almost brilliant in their
design, the new packages can and will inflate your telephone bill quite a bit so be
prepared for a hefty setback at the end of this month if you use your PTCL
line at all.

25
5 QUESTIONS

Q. What facilities PTCL provide to its employees?

Ans. According to National Payment Scheme, a supervisor rank officer gets 15000
salary and online salaries to other employees and medical facilities as well.

Q. Which Procedure is followed for hiring employees?

Ans. Old method of hiring by TNT is not used now a day. According to new method of
Etisalat 3 year diploma in engineering is required.

Q. Are your customers are increasing or decreasing?

Ans. Customers are decreasing because of Etisalat not good policies towards their
customers such as Pakistan Package.

Q. Are you satisfied with the privatization of PTCL?

Ans. No, because employees are not permanent they’re on contract basis because of
poor policies of Etisalat.

26
FACTORS OF ORGANIZATION

Customer
o Organizations
o General public

Supplier

Input TIP from Haripur, internal inputs also from Siemens, Erricson, and Huawei out
door optical fiber system from Z-T china including DSL facility.

Competitor

 Wateen
 Mobilink
Gsm

 Warid Tel

 China
Mobile

 Telenor

Substitute
o Zong
o Ufone
o Mobilink

 Pressure Group
o News media

27
ENVIRONMENTAL UNCERTAINITY MATRIX

Degree of Change
Stable Dynamic
DEGREE OF COMPETITOR

 Supplier  Customer
Simple

 Pressure group  Competitor


Complex

28
 Substitute

6 CONCLUSION

Over the past 2 years, TelecomPk.Net has offered many reviews and
commentary about PTCL. A quick look shows that the telecom consumers of Pakistan
have been engaged in various forms of struggle with the privatized face of PTCL. The
way PTCL handled the most recent rate increase of local calls (from 0.4 Rs per minute
to 1 Rs per min) is indicative of its attitude towards consumers.

7 SUGGESTION
I will give following suggestions to the organization by which they can be able to overcome
there drawbacks:
 They have to implement the user intensive technology.
 Immediate Response to the Customer
 Increase Network Capacity
 Improve Complaint Department
 Proper Billing to the Customer

8 Bibliography

For successful completion of this project we have utilize different available resources, from
which we have obtain required data. These resources lie in both digital and analog form. Most of
the information is obtain from Internet, while a visit to company is also made to get further
information. We are thankful to company management who had welcome and cooperate with
us. Resources which are consulted discussed below:

Resources

o Company’s website - www.ptcl.com.pk


o Company Annual Reports
29
o Magazine Business Economist
o Google.com
o Economic survey of Pakistan
o Businessrecorder.com
o Security and Exchange Commission of Pakistan
o Yahoofinance.com
o PTA Reports

30

Das könnte Ihnen auch gefallen