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Presented to:
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Submitted by:
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Muhammad Asim Rashid Q-579523 05-PVI-0070 Chak No 435/EB Burewala Distt. Vehari. +92-314-600-2121 Sep. 17, 2008
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ACKNOWLEDGEMENTS
In the name of Almighty Allah who is most merciful, and who give me strength to write this internship report in a different way.
I extend my heartiest thanks to my seniors, colleagues, and subordinates who assist me on every occasion to enable me to write this report.
My parents, classmates, friends come next in the list of those whom I have to thank.
Mr. Bashir Ahmed Malghani (Manager HR MTR) PTCL. Mr. Irshad Ahmed Engineer Operations Vehari PTCL.
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Table of Contents
Title Internship completion certificate (from the PTCL) Acknowledgments Executive summary
1. Objectives of studying the organization 2. Introduction to the organization 3. Overview of the organization 3.1. Organizational structure 4. Organizational structure of the HRM department 2 3-28
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5.1. Human Resource planning & forecasting: 5.1.1. HRP process 5.1.2. Forecasting HR requirements
5.2.1.3.
5.3. Training & development: 5.3.1. Training need assessment 5.3.2. Employee development 5.4. Performance management: 5.4.1. Performance standards & expectations 5.4.2. How performance reports are written 5.5. Employee compensation & benefits: 5.5.1. Types of compensation & benefits 5.6. Organizational career management: 5.6.1. Employee job changes
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Internal sources
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5.7. Job changes within the organization: 5.7.1. Promotion 5.7.2. Transfer 5.7.3. Demotion
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5.7.4. Separations: 5.7.4.1. 5.7.4.2. 5.7.4.3. 5.7.4.4. Layoff Termination Resignation Retirement
7. Critical analysis 8. Weaknesses of the organization 9. Recommendations 10. Conclusions 11. References & sources used 12. Appendices
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EXECUTIVE SUMMARY
TITLE: AN INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPANY LIMITED AUTHORIZATION REOCMMENDATION: This report is a necessary part of MBA degree program. Department of management sciences of the university advised every student to submit. It was done after the completion of all subjects. The main purpose of this report adopted by the organization. Find out their weaknesses and give suggestions for improvements. I strongly recommend lower level employees especially supervisory level and future complications that company should improve their contact with middle & establish internal performance appraisal system to avoid the
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PROCESS OF REVIEW
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METHODOLOGY:
PROBLEMS:
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Data from June, 2005-2007 were taken for analysis. Human Resource Management practices followed by the company seen practically whether the company adopted them according to the international labor law standards or not. I had been working in this organization since five years. Therefore, I was in a better position to review the system in an efficient way. A central problem in the HRM systems of the company is lack of contact & feedback from & to employees there is a lack of co-ordination between different departments of the organization as well as into a specific branch. Another problem is lack of trained staff & political pressure for
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Internship Report transfers/postings etc on middle management. Like wise lake of automation and state-of-the-art latest IT technology for correspondence between the contents of the company causing the delay in work and negatively affecting the over all performance of the company. I point out those weak areas, and hope that company if, adopted my suggestion and recommendation can overcome the problems. This will also benefit for the other systems of
TIME FRAME:
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the company.
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The main purpose of this report is, review of the human resources techniques To find out their weaknesses and give suggestions for improvements. To review performance appraisal system of the company. To forecast the future complications. Emergent issues in action at the organization. To introduce new trends of the HRM systems in the organization. To evaluate the process of employee performance & encourage them.
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INTRODUCTION
even years into a new century, the telecom sector of world finds itself at
crossroads after changing itself almost beyond recognition over the last 25 years. Privatization and competition are the order of the day, with a majority of
countries having adopted these policies to advance their telecom sector. The results have been impressive; the industry has grown at unprecedented pace. Although there has been a phenomenal growth in Pakistan, especially in the cellular mobile communication and in the internet, yet the late density remains almost stagnant.
Pakistan telecommunication industry and enjoying the monopoly. This part of the
hands today. This is the future we dreamt of so fondly. Welcome to the modern age, of
also be an anchor to introduce, allow, improve and channelize all these services and innovations sweeping through the globe. In Pakistan same anchor is Pakistan Telecommunication Company Limited from the humble beginnings of posts & Telegraph Department in 1947 and establishment of Pakistan Telephone & Telegraph Department in 1962, to this very day, PTCL is a story of commitment and vision.
Pakistan Telecommunication Corporation (PTC) set sails for its voyage of glory In December 1990, taking over operations and functions from Pakistan Telephone and Telegraph Department under Pakistan Telecommunication Corporation Act 1991. This
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telecommunication, which have become complementary to our lives. But there must
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thought to be a fictional only a decade ago, has actually made its way through to our
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Over the years, technology has changed the concept of communication and what was
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BRIEF HISTORY
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report contains a brief introduction of PTCL. This introduction is divided into two parts,
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So far PTCL is the sole land line service provider of Pakistan. PTCL is the giant of
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Pursuing a progressive policy, the Government in 1991, announced its Plans to privatize PTC, 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
Exchanges in Pakistan. Since then, PTCL has been working vigorously to meet the dual
As telecommunication monopolies head towards and imminent end, services and infrastructure providers are set to face even bigger challenges. Pakistan also entered post-monopoly era with deregulation of the sector in January 2003. On the Government level, a comprehensive liberalization policy for Telecom sector has already been announced now. Now PTA have issued License to two new telecom companies in Pakistan TELENOR international and WARID TEL this act will put some challenges for PTCL to cope with.
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year, Pakistan Telecommunication Company Limited was formed and listed on all stock
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independent regulatory regime. The Provisions of the Ordinance were lent permanence
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over basic telephony in the country. It also paved the way for the establishment of an
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Historical Background
Telecom Deregulation Policy Announced 26 % Shares purchased by Etisalat UAE through open bidding
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Pakistan Telegraph & Telephone Deptt. Pakistan Telecom Corporation ALIS: 850,000 Waiting list: 900,000 Expansion Program of 900,000 lines initiated (500,000 lines by Private Sector Participation 400,000 lines PTC/GOP own resources).
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After having brief introduction from past end of PTCL now we move towards the current situation of the company .In this part focus will be on the:
Technical & operational Net work. Services provided by PTCL. Competitors and subsidiaries.
MAIN OFFICES
Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region,
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Lahore and Optical Fiber System Region Islamabad, each headed by a General
Company Limited for the provision of telecom services within Pakistan to private sector and the general public as the Federal Government may determine and during the exclusivity period of the Pakistan Telecommunication Company Limited (PTCL) specified in above-mentioned Act. PTCL has 25 years license to provide telecom services in Pakistan with Stake in the Company about 62% equity. PTCL has largest network and huge infrastructure for its more than 4,405,161users as on (Mar, 2008).
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telecommunication
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respective areas. Apart from these, PTCL has an Optical Fibre Construction Region
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Switching Technology
There are 7 different kinds of switching technologies currently operational in PTCL network. Alcatel Siemens NEC Erricsson
J.S telecom
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With these different switching technologies PTCL is running its huge network and
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These are few basic facts about PTCL network. So taking over from posts & Telegraph Department in 1947 to now providing sate of art technology it is really big achievement.
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capacity was 4940154 but now in current year the installed capacity is improved. PTCL achieved 100% digitalization in this year.
Faults in a computerized way. This system was working in few cities but now it is
To augment the capacity and introduce additional value added services a new Intelligent
To further support the launch of new services the optical fiber junction access network has been in implementation phase. This system further supports the upcoming project of PTCL WLL (wire less local loop), Broad Band Services & IPTV.
This was the brief introduction of PTCL network now we move further and develop our understanding about PTCL services and offerings.
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for prepaid calling cards and provision for introduction of new services.
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Network (IN) Platform was launched in October 2003.This platform has higher capacity
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Launch Of IN Platform
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This feature of PTCL improved network & is being used to register & rectify Land Line
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SERVICES OF PTCL
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
telephone in their home/work place and they are basically non business users.
As mentioned earlier, PTCL is presently the only telecom company, who provides
for provision of telephone service. b) Value Added Services: CLI (Callers Line Identification) Caller Line Identification (CLI): Calling line Identification (CLI) allow customers to identify the caller before picking 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. Advantages: Check on obnoxious calls. Complete record of incoming / outgoing calls with time & date. User Friendly
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individual needs a new telephone connection He must have to submit request to PTCL
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fixed-line telephony in the country. So whenever, any Private business concern or any
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These services are basically for the common users (Individual/home users) those use
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PTCL calling card is the most popular choice of millions of customers all over the country. It is now available with balance transfer facility and follow on call facility.
Comes in easily affordable denominations of Rs. 100, 250, 500, 1000 and 2000. Easily available throughout the country Easy to use from any PTCL digital phone (Dial 1010)
Dial PTCLs toll free number 1010 from any digital phone.
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 PTCL Calling Card This is another service from PTCL. This service is basically providing billing solutions for the users.
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Dial 1 for Urdu & 2 for English Instructions, Enter your card Number
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Scratch off the security coating on the indicated strip to get your card
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The basic concept of the service is to provide billing solution to PTCL customer. The same PTCL Calling cards are used for this purpose.
Through these cards customer can pay his bill on phone. No additional charges for bill payment transaction. Advantages
Customer can save his time by paying his bill on phone Customer can pay his bill when ever he wants
DIGITAL FACILITIES:
Abbreviated Dialing.
Dont Disturb Call Transfer on (a) Busy (b) No Reply (c) Immediate Wake up call Absent Subscriber Code Barring
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Call Waiting
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Account number recharging Outgoing call pin setting Cancel out going call pin Balance query Follow on call Low balance prompt Balance shortage warning Call duration prompt Call cost prompt
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Features:
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0800-Toll Free PTCL Calling Cards Domestic And International Premium Rate Service 0900 Virtual Private Network
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Universal Access Number (UAN) Universal Internet Number (UIN) ISDN PRI TelePlus (ISDN/BRI) Local /Domestic/International Leased Bandwidth And Point To Point Leased Lines (DXX) Local Leased Circuits (2 Wire/4 Wires) (DXX) Digital Facilities Digital Subscriber Loop (DSL) Co Location Tele mail Call Centers (new)
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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 Companies Insurance Credit Card Companies Travel Courier Services
all recorded messages from any telephone anywhere in the country. Security of message is ensured against eavesdropping through subscriber controlled password. 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.
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the calls for any reason. You can, later on at your convenience, retrieve
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recorded when you are absent, busy on phone or do not want to attend
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With PTCL Messaging Service, you can have all for (or Desired) calls
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Features Call answer Fax Messaging Notification Capacity 10 messages Free for user paying RS. 2000/- or more bill/month.
Advanced messaging features save time, make you truly mobile and increase
Features:
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productivity.
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PTCL MESSAGING PLUS will definitely handle these problems for you.
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Benefits
Full connectivity under one roof Just plug in and start business
Target market
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customers, allowing them to pay for a single call irrespective of its duration. Target market ISPs
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The benefit goes to the end users who happen to be any ISP customers.
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The service functions under single meeting billing system, with promise of rich
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Telecommunication networks are the most important infrastructure elements of any business today. As the businesses increasingly depend on it, quality of networks is gaining strategic importance. Service concept
provides the most dependable media for WAN connectivity with more than 200 nodes country wide. Features
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platform of digital leased line network.PTCL digital cross connect (DXX) network
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PTCL offers flexible and reliable data services solutions through a high quality
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Target market
Corporate customer Software exporters Data network operators Airlines/travel agencies ISPs Financial institutes Courier services ISDN BRI/PRI
organizations.
Fax and data communication on a single phone PRI provides thirty 64 kbps user channel plus two 16 kbps signaling channel BRI provides two 64 kbps user channel plus one 16 kbps signaling channel Cost effective
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SUBSIDIRAY/PRODUCT
COMPETITOR
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of the major competitor ISPs of product are Cyber net, World online, Apollo, World Call, and Comsats WOL etc.
There are five competitors of Ufone in cellular phone industry i.e. Mobilink, Instaphone and C.M Pak, Telenor, Waridtel. Hello Cards, Call Point Cards, Call Mate Cards, Global Telecom Cards.
Go CDMA, Wateen Telecom & World Call are the Fixed Wireless Telephone competitors of V-PTCL.
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UFONE
Launched on January 29, 2001, Ufone is growing cellular operator in Pakistan. Ufone
consistent focus on customers, Ufone has emerged to be the most prominent player & has 2nd largest customer base in the market in the short span of its operations.
Lahore, Islamabad, Peshawar, Rawalpindi, Kohat, Jehlum, Quetta, Sialkot, Faisalabad, Multan, Sukkur, Gujrat, & Gujranwala including 1500 other small towns across the country. New Connections are available at all ufone centers and authorized dealers for just Rs. 50/ which includes Rs. 150/ of airtime. U-fone is in process of starting the sales of connections in a large number of other destinations across Pakistan. This expansion will also result in increase of Ufone coverage in many additional cities and highways. Total User Base of U-fone U-fone is currently enjoying 20.53% user of Pakistan mobile industry. It means U-fone has 17,800,424 subscribers.
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Ufone has started Sales in all the major cities of Pakistan which include Karachi,
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U-fone has been a highly successful venture both in terms of subscriber uptake and
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services are offered to you by Pak Telecom mobile Ltd., which is a 100% owned
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Main Features Both postpaid and prepaid Ufone subscribers can enjoy any/ all Ufone services including MMS, Ufone Internet, Global SMS, and Pocket Stocks etc. In order to use any of the GPRS based services just call 333 and activate your GPRS subscription.
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and Liabilities were transferred to Paknet Limited. Paknet made a fresh start with an
of its first year business plan of 50,000 Internet customers. Now it became Multi Media
31, 2008).
the market demand of Data products and expansion plans of the PTCL. In near future PTCL is introducing a new IPTV service for its valued customers.
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million per annum and is most likely to double in the next fiscal year keeping in view
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The Company commenced its business in January 2000 with a balance sheet size of
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& Broad Band Region which currently has a customer base of more than 130,218 (Mar
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Internet customer base of 6000 as of January 2000 and successfully achieved the target
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Network (PDN). On December 1999 the PDN region was dissolved and all the assets
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COMPETITORS OF PTCL
There is no meager competitor of PTCL in landline but with the growth of telecommunication industry of Pakistan competition increasing specially in mobile phone sector. In total there are more then 800 million subscribers of mobile phone. There are 03 big players in mobile phone industry but 3 of them are the competitor of PTCL: Mobilink
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Operator Customers
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World Call 11,347
Warid Tel
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Telenor
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Mobilink is a largest mobile phone company of Pakistan. Mobilink is currently having more then 31,958,597 users base which is the 36% of total cellular industry of Pakistan. Mobilink is basically competing Ufone which is subsidiaries of PTCL.
Telenor
Telenor is another cell phone company it have 17,841,074 subscribers which is 20 % of total mobile industry.
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Mobilink
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Warid Tel
Waridtel is also providing cell phone facilities in Pakistan. Waridtel having more then 15,114,678 subscribers which is 17% of Pakistan mobile industry.
NEW COMPETITORS
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This has added competition for PTCL (1,245,639) in WLL (Wireless local Loop) field.
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World Call
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Other than mobile & land line PTCL is facing competition in F.W.T (Fixed Wireless
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Company, Headquarters at G-8/4, Islamabad. Apart from these EVP, there are also EVP
report to their relevant EVP. Then there are Senior Managers, Deputy Directors,
There are also Regional Heads (General Managers) to head PTCL Regions then come the Senior Managers (Operations), Senior Engineers (Operations), Engineers to look after the telecom system of Regions. There are also Senior Managers Finance, Account Officers and Accountants to Handle Regional account and billing matters. Manager HR & his staff are responsible to take care of Personnel affairs at Regional Level.
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country wide. Then there are Chief Engineers and General Managers at H/Qs who
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(Operation), EVP (HR) etc who are heading the other regions of PTCL in major cities
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Research), and EVP (Revenue). All these are appointed at Pakistan Telecommunication
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Presidents (EVPs) like EVP (Finance Central), EVP (Marketing), EVP (HR Central),
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come to the SEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP
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All the staff is recruited by the HR Department headed by SEVP HR. The HR experts are responsible for hiring & to further streamline its recruitment process.
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job content and employee qualification have been previously worked out jointly
descriptions and job specifications. The H.R. Dept. must develop and maintain adequate
include interviews, selection tests, a medical examination, and reference checks. Quite
case of large-scale hiring program of unskilled or skilled workers, the H.R. Dept is
employees supervisor bears important responsibilities for introducing him/her to the new work environment. This is often called orientation.
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commonly granted full and final authority to make the hiring decision. The new
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reject being made by the supervisor who requested the new employee. However, in the
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commonly the role of the H.R. Dept is one of screening with the final decision to hire or
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sources of labor. It must set up and operate the employee selection system, which may
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between line management and the H.R. Dept. These are recorded in the form of job
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responsibility to determine the content of the job to be performed and the employee
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initial decision to add someone to the payroll is made by line management. It is also its
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President of PTCL
SEVP HR
GM HR H.Q
GM HR SOUTH KCH
GM HR NORTH RWP
* GM HR CENTERAL
GM LABOR
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RELATIONS
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* The staff tree for other GMs HR (South, North) is also same as per GM HR Central.
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(also called manpower planning). Sometimes a specific person or office has this as its primary responsibility; more commonly the responsibilities are shared by several people within the corporate personnel unit. Human resource planning is the process by which is a firm insures that it has the right number of qualified persons available at the proper times, programming jobs that are useful to the organization, and which provide satisfaction for the individuals involved. The principal elements involved in human resources planning are as follows:
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So we see there are two types of needs for staff in future which are, Staff for keeping the system functioning.
The changes in staff strength are caused by. Due to Retirement of staff. Due to leaving the job. Change in technology.
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5.2.1.2. 5.2.1.3.
External sources.
PTCL has a clear policy for filling the vacant posts through promotion of existing junior staff to the vacant senior seats. For this purpose a joint decision is
for any designation will be filled through the process of promotion. Following steps are followed for filling the posts through internal sources. Completion of up gradation training course for the particular vacant posts. The promotion is made according to the seniority list of existing cadre. Completion of promotion examination held by the PTCL.
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already made by C.B.A & PTCL management that 15% of the total staff requirement
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5.2.1.1.
Internal sources.
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SOURCES OF CANDIDATES
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External Sources
As already discussed 15% vacant posts of required vacancies are filled through promotion process of departmental (internal) employees, & the rest of 85% vacant posts are filled through merit basis from general public candidates. The remaining vacancies are announced through print media as well as on PTCL web site
(www.ptcl.com.pk/careers). The same vacancies are also advertised by the HR solution consultants like (www.Rozi.com.pk, or www.brightspyre.com.pk) who helps employers as well as employees to choose right ones for them.
The selection process function includes recruitment, selection, and induction into the
Very commonly, statements of job content and employee qualification have been
develop and maintain adequate sources of labor. It must set up and operate the
examination, and reference checks. Quite commonly the role of the H.R. Dept is one of screening with the final decision to hire or reject being made by the supervisor who requested the new employee. The following steps are carried out for whole recruitment process. Initiation for requirement of new staff force from line management to top management. The requirement is put in front of President/Board of directors for approval.
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employee selection system, which may include interviews, selection tests, a medical
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recorded in the form of job descriptions and job specifications. The H.R. Dept. must
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previously worked out jointly between line management and the H.R. Dept. These are
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performed and the employee qualifications necessary to perform the job satisfactorily.
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organization. The initial decision to add someone to the payroll is made by line
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requirements.
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The most important of all the training & development process is training need
Employee Development
On-the-job training and coaching are performed by the line supervisors or by a specially designated employee who acts in the role of an instructor. It is the responsibility of the personnel industrial relations group to determine training need in cooperation with the line management. Once the need is established, the personnel training specialists must design a program to accomplish the desired results. If the program takes the form
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as the staff members who need the training are also identified. Following are the main
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assessment. In this step the areas in which the training is required are identified as well
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Internship Report of in service class room courses, it usually is administrated by H.R. Department. Coaching, performance appraisal, and post appraisal counseling, job rotation, understudies, and special broadening assignments are largely executed by operating managers but coordinated by a central H.R. Dept. PTCL has established its own training facilities as detailed below:
Telecom staff College Hari Pur Telecom Staff college Lahore Cantt.
R.T.T.S Karachi
T.S.C Lahore/ Hari Pur. o Refresher courses for existing employees. o Promotion training courses. o Special emergent technology trainings. o Some times PTCL also sings contracts with its suppliers/vendors for foreign trainings.
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o Initial training for the new staff generally 03-06 months as per designation at
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R.T.T.S Faisalabad
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R.T.T.S Multan
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R.T.T.S Lahore
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facility to all the staff members of the organization, based at regional headquarter level
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The regional level staffs training schools are also involved for extending training
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PERFORMANCE MAGAGEMENT
The most important process in the HR policy implementation is performance management. The following steps are followed during performance management.
5.4.1. Performance standards & expectations 5.4.2. How performance reports are written.
These includes,
Punctuality.
Special skills.
Brief previous history. Supervisors own observations. Supervisors recommendations regarding the observations. Supervisors recommendations for further promotion of the employee.
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Discipline.
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Job skills.
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either is up to the mark or otherwise. PTCL has formed different forms to cover all
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For grade 1-16 Divisional head. For grade 17 Zonal head. For grade 18-19 Regional head.
The A.C.R. includes all the previous mentioned characteristics of any employees
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performance areas. The complete A.C.R.s are submitted to the regional manager H.R.
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organization.
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Following three types of compensation packages are being served to PTCL staff.
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schedule is particularly always reserved for the chief executive officer of the
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Fringe Benefits
Included under this category are pensions, group life insurance, hospital and medical insurance, sickness leave pay plans, supplemental unemployment compensation, loan funds, credit unions, social programs, recreational programs and college tuition refund plans.
The actual decision to establish or to expand these programs is nearly always made by top line management upon the advice and consultation of the H.R. department. The
knowledge. These programs are generally worked out in conjunction with insurance companies or insurance consultants. After these plans are installed, the day-to-day
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actual design of pension and insurance programs requires a great deal of technical
Internship Report
Once a person has entered the workforce, the next stage is to enter a specific
adaptation of the new employee and the company to one another. Learning
Mid-Career Management
To a large extent, middle age is still a mystery. The following issues may arise at some point during the ages of 35-55. An awareness of advancing age & an awareness of death. An awareness of bodily changes related to aging. Knowing how many career goals have been or will be attained.
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Getting to know ones peers, supervisors, & subordinates, is another important part. All
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organizational policies, norms, traditions, & values is an important part of the process.
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organization, to settle down & to begin establishing a career there. For the entry to be
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Organizational Entry
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are above the age of 55 years. Also the staff in the range of older workers is a headache
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for the company as most of them are illiterate or nominal qualified and dont meet the
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more significant. As PTCL is currently facing an excessive staff problem most of them
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unemployed adults. The elimination of mandatory retirement has made this issue even
Internship Report
Layoff
Resignation Retirement
executive in charge of the department where the vacancy has occurred. Company has established policies to cover matters of this type. The actual final decision as to which candidate is chosen for the promotion is largely made by the executive in whose unit the vacancy has occurred.
Transfer
Human Resource Department of the company also deals with the transfer of the employees because the Human Resource Department knows the demands of the job and the right person is employed over the right place by transferring him to that post.
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company. This decision is often made jointly between the H.R. Manager and the
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When a vacancy occurs in a position, it may be filled by promotion from within the
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Promotion
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Termination
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5.7.4. Separation
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5.7.3. Demotion
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Internship Report Health and safety matters are also handled by the Human Resource Department in the organization. As there are no apparent dangers to the employees and customers hence it is the responsibility of the Human Resource Department to see through the matter.
Demotion
Generally the demotion is used for punishment in result of any rules violation against the employees. The punishment is normally graded as below with respect to employment rules violation nature.
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issued by the top management & approved by the board of directors also reviewed time by time to meet the govt. laws. The employee may also have the right to appeal against the decision, to the higher authorities as well as in the N.I.R.C. or courts of law.
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employment along with punishments, procedures, dealing authority, appeal, etc. are
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Demotion is observed in case of major level violation the detailed rules & regulations of
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future effect. Demotion to previous grade with or without financial punishment (pay decrease with/without future effect). Dismiss from service.
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Minor violation
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Separations
The employee may leave the job or may also be terminated from service by the management according to the company laws. For the same purpose the company laws should be formed in the light of govt. laws so in future company may defend their decisions in courts of law & other forums. Following types of separation are normally dealt in PTCL.
5.7.4.1 Layoff
Layoffs typically are processed by the H.R. Dept to ensure that the proper order of
necessary rules together with the range of penalties for each offense. Frequently this list of rules and penalties is discussed and cleared with high-level line management before it is issued and communicated throughout the organization. These rules are called terms and conditions formerly known as Employment & Discipline (E&D) rules.
Most commonly, actual approval by the H.R. department has to be obtained before and employee may be terminated / discharged. The reason is that termination/discharge is a very serve penalty and should be used only when a very clear case can be shown. In addition, it is especially vital to achieve companywide uniformity in the handling of such cases. - 49 -
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The H.R. department commonly assumes the responsibility for formulating the list of
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5.7.4.2 Termination
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Resignation
In case employee dont want to continue the job/service with organization, he/she is allowed to inform in written to organization mentioning the reason for leaving the job. This formal intimation is called resignation. Generally resignation may be submitted mentioning notice period of 1 month as per company policy. Resignation is valid if it is submitted as per employment rules & subject to approval of competent authority.
Retirement
If the employee continued his services with organization for at least 25 years or till the
retirement offered by the company along with after retirement benefits. Here are
L.P.R
Offered in only special cases to the regular employees & may by different types of offers with or with out pension & other benefits, in some cases a double or huge lump sum amount is offered & the pension/ other benefits are completely finished. PTCL recently offered VSS to its staff as per below conditions. Under this program, all regular status employees under the age of 58 as of 15 November, 2007 are eligible to participate in this PTCL VSS. Employees interested in opting for VSS will have 60 days from the announcement date of 15 Nov, 2007 to complete and submit the enclosed Option/Wavier Form to the VSS Support center using the enclosed pre- addressed & pre-paid envelop.
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Retirement
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service.
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completion of sixty years of his age. Now the employee is eligible for a regular
To
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Internship Report The employee may choose not to opt for the VSS & remain at PTCL under the current terms of employment. The VSS is completely voluntary. Employee decision either to participate or not to participate is voluntary at his will. Additionally PTCL established a VSS support center to assist employees in the decision making process. The support center staffed with Support Officers those can help employees understand his individual VSS package & answer any questions he may have. The support center remained available through out the VSS program rollout, Monday to Thursday 08:30 AM to 05:00 PM Friday 08:30 Am to 12:30 PM (Break
Lines/employee.
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e) Ratio of staff with respect to the working capacity will improve up to 1570
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0800-13531.
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12:30 PM to 02:00 PM) Saturday 08:30 AM to 03:30 PM by calling toll free number ^ E-mail: {vss@ptcl.net.pk}
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VSS Announced
Employees calls VSS Support center to report Errors in Personal information No later than 1st Dec, 2007
15 Nov, 2007
Employees Call VSS Support center to confirm Receipt of Option Form After 15 days of submitting Form
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PTCL Management Reviews & Accept or reject Applications Within 30 calendar days of Receipt of Option Form
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Employees Receive Letter of Acceptance or Rejection Postmarked No later than 24 Feb, 2008
Employees Submit Completed off Boarding & or Pension paperwork No Later than 15 days After VSS Acceptance
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S.E.V.P H.R usually serves as a key member of the bargaining team often acting a chief management spokesman. In operating on a day-to-day basis under the terms of the labor
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department regarding such matters like allocation of over time, handling of transfers
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agreement, line supervision often finds frequently occasion to consult the H.R.
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The H.R. department plays very significant role in labor-management relations. The
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STRENGTH
These are the few basic strengths of the PTCL now we look each one in isolation. PTCL Enjoy Monopoly
regarding their basic service. It means that there is a monopoly of PTCL. International Submarine Cables High Capacity National Fiber Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of Country Network Strong Platforms & Exchanges for Value added Services Access Network & Customer Base of over 04 millions
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PTCL is sole provider of land line services in Pakistan .so there is no competition
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Government support
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Large earnings
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State of the Art International Gateway Exchanges & Satellite Earth Stations
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Internship Report State Of The Art International Gateway Exchanges & Satellite Earth Stations PTCL have largest net work with its state of the art technology and new digital exchanges. These are the few important characteristics of PTCL network. International Submarine Cables High Capacity National Fiber Optic Backbone Ring 36 Transit Exchanges with easy Facility of Expansion About 99% Digitization of Country Network
Image Government organization Image Lack of customer focus Image Outdated people and technology (perception) Lack of aggressive marketing Lack of customer services Ambiguous management style Lack of corporate culture Social responsibility
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WEAKNESS
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As you know government is the major stack holder of PTCL shares so it has
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Government support
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As described earlier that PTCL with more then 4 million users having great
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OPPORTUNITY
Growth in telecommunication industry More aware and technology understanding consumer a base that is growing at a fast rate Market open for more number of products less dependence on single category or product Opportunity to introduce High Value Added Products / High margin products for the new, more aware consumer Time to establish brand loyalty, Pre-empt competitors, co-opt partners, invest in technology and networks
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Efficient operators.
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THREATS
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WEAKNESSES:
The Human Resource Department is not up to the mark for the proper appraisal system of the staff. The policies of the company are determined by the board of directors in accordance with the H.R. Department. However there are certain policies in which the Human Resource Department is dependent on the Ministry of IT & T Govt. of Pakistan Employees have developed a psychology that promotion criteria & procedures of the Human Resource Department of the company are not justified.
If an employee wants to study during the job, he has to take approval from
employees for enhancing there qualifications/technical skills. The staff did not get any benefit for their higher qualifications in the shape of promotions or pay increments. Proper evaluation of the employees is not in the normal functioning of the company. Refreshing courses are on & off, not timely and frequently.
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only two Staff colleges. On the other hand the training opportunity is not
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The quality of service in most areas is much poor hence creating the
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Human Resource department lacks trained & related qualified staff and it is very difficult for the SEVP Human Resource to do the right things for the organization and it takes much time for normal working of the organization.
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RECOMMENDATIONS
The Human Resources should take less time in recruitment and training the staff. Highly qualified & trained staff may be deputed in HR department. Refreshing courses should be adequate and more frequent during the year. The promotional criteria by the Human Resource Department should be defined and be as per rules. More training centers should be established. If there is lack of resources, it is
Resource Department.
resources for this purpose. Human Resource Department may advice and train employees for one window operation in order to reduce the time and conserve the resources. Agents for the promotion of the company policies and to facilitate the customers by the Human Resource Department may be appointed with proper check and balance system. Pay packages may be revised in the light of profit earned by the organization.
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difficult, the training centers of the other organizations in the same capacity
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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 human beings .It goes with out saying that Human resources are the most important in the organization and so does the Human Resource Department .It integrate all the activities and functions of the company like job analysis, recruitment, staffing, training,
Department plays the 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 of
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He should be of the notion victory is not everything, but the way of fighting is.
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field. He should be humane, well natured and have go face reading capabilities .All this
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specialization. Human Resource manager should be well versed and confident in his
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PTCL official web site (www.ptcl.com.pk) PTA official web site (www.pta.gov.pk) PTCL official VSS offer documents. H.R database of Manager H.R PTCL Multan region.
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Appendices
Change of Address
Customer Request
CRC Send Document With Log in which he writes Address or May be Reason
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CRS save the balance and Change the Address in Both System (CARES & Single View)
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Verified
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Appendices
Customer Request
1. Address is right, 2. Post is received if yes then who is received give the name of this person. 3. Address is right But Not Located by Post man
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CRC Check the Reason of Problem NIC Name of Owner Fathers Name Address Ph No. References
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CRC provide Bill @ that time and take corrective action 1. Change the address 2. Intimate the Post office as customer request b
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Appendices
Customer Request
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CRC Check the Billing NIC Name of Owner Fathers Name Address Ph No. References
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Show the Bills or Records of calls CRC Will Make the Adjustment
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Problem
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Appendices
Customer Request
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1. If Value Added service is being offered by the PTCL. 2. Is the service already activated?
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Request Reject NIC Name of Owner Fathers Name Address Ph No. References Request accept CRC open the value added service d
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Appendices
Change of Package
Customer Request
Not Verified
Customer Verification
Verified 1. Verify users previous payments clearance 2. What package user requested?
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CRC Check the Old Package NIC Name of Owner Mothers Name Address Ph No. References
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Amount is clear
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Appendices
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1. Verify Cabinet /DP/Pair. 2. Verify from Switch room. 3. Locate the concerned E.S,L/M 4. Handover
the fault to E.S,L/M
1.
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Customer replied the CFMS by pressing any other digit on his T/phone set
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Appendices
Leave
Parent SE Operation
Verify Record Leave Balance Record in Master HRIS Data
Leave Approved
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SEVP
(STATE MGMT)
SEVP
(FINANCE)
SEVP
(TECHNICAL)
SEVP
(OPERATIONS)
SEVP
(HR & ADMN) * Detail is on page 32*
SEVP
(IT)
SEVP
(CORPORATE AFFAIRS)
EVP
(Accounts)
EVP
(Finance)
EVP
(Revenue)
EVP
(Dev)
EVP
(Tech & St. Pl)
EVP
(O) H/QTRS
EVP
(O) CENTRAL
C.E
(RRR)
C.E
(HRM&P) C.E (Co-ord) G.M (T&T) G.M
(PR)
G.M
(Finance)
C.E
Dev (LNW)
C.E
(M&O-I)
C.E
(S&E)
G.M
(CTS&S)
C.E
Dev(S&T)
G.M
(Admn)
G.M
(Accts)
C.E
(Proc-I)
G.M **
(I&I)
C.E
(Proc-II)
G.M
Legal ** Advisor C.M.O Expert
HR Telecom. (T&I)
G.M
(TRANS DEV)
D MD*P ll i DF
(PTML)
FE
(Tech Audit)
o G.M dit
G.M
t wi
ee FrC.E h
rite W
d anC.E r
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(O) SOUTH
EVP
ITT&R
EVP
I/C
EVP
(Marketing & C/C)
EVP
(Bus. Dev.)
C.E
(M&O) South
(M&O) Central
C.E
(ITT&R)
C.E
(I/C)
G.M
(Marketing)
(M&O-II)
G. Ms
GTR/LTR-I&II/ FTR/ CTR/ MTR
G. Ms
STR-I, II, III&V/ WTR
C.E G.M
(ITI) KR (IBD)
G.M
(C/Care)
G. Ms
ITR/NTR-I&II/ RTR/OFS/HTR
G.M
(SNCR) Lahore
G.M (STR-IV)
(S&T) KR
G.M
(Software Audit&Sup)
G.M
OTR IBA
Expert
Telecom B.D
(R&D Fund)
G.M (OFS)
Mntce.
G.M
(Trg & Res)
G.M
Computer
G.M
OTR KR
G.M
(MM)
Expert
Data Network
G.M
(Revenue)
G.M
(IT DEV)
G.M
(FAN)IBA
Chief Inspector
(Telecom)
G. M
(ITI) IBA
Principal
(NPGIT&I)
Expert
I/Technology
C.E
G.M
(DSR&D)
G.M Expert
B&C. Care
(Stores)
Legend: * Not included in PTCL working strength. ** Posts do not exist. Officers are working on Contract
(QA)
G.M
(TH & VOIP)
G. Ms
(Development)
G.M
(OFC)
Kr/Lh/Pe/Iba
Expert
B&C. Care
C.E
(PSP)
C.E
(Po & Reg.)