University of Wah
Internship report of PTCL
Submitted to: Department of Management sciences
Session 2013-2018
Submitted by: M Haris khan
Roll no: UW-13-MGT-BBA-011
Specialization: BBA Marketing
Supervise by: Mr. Muhammad Zain
1
Final Internship Report
On
PTCL
Telephone House-1, Peshawar Cantt.
2
DEDICATION:
This report is particularly dedicated to the supreme man in the earth who shows us the correct
path. Who is the best of mankind that is Holy Prophet Muhammad (PBUH).
I would also devote this small attempt to my parents and teachers who gave me courage to
complete this tiny attempt. They are my idols and shining stars for me who did a lot for me and
gave me the right direction for the completion of this task.
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ACKNOWLEDGEMENT:
First of all I would like to thank Almighty Allah, who has given me strength and courage to
complete the Internship (project). This report has been written on Pakistan Telecommunication
limited (PTCL), one of the largest telecom company in Pakistan. PTCL is the most reliable and
largest coverage services carrier providing all telecommunication services to public of Pakistan.
Whether it is the office or company in largest city or a small home in a small village, PTCL is
present in every corner of
Pakistan for serving its valued customers. Moreover PTCL has
started its services in Azad-Kashmir, the state of Pakistan.
My report is focusing on sales and distribution channel of PTCL.
THANKS TO MISS NIDA KHAN (Assistant Manager in sales department)
Who helped me and encouraged me to carry out my internship project. My internship in sales
was very helpful in gaining knowledge and experience based on marketing strategies, functions
policies to help me out in my job career. And I have gained it.
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EXECUTIVE SUMMARY
Internship report is very necessary part for completion of BBA Degree. My Internship is done in
Sales department OSS (Peshawar Cantt) in the super vision of Miss Nida (Assistant manager in
marketing department).
OSS stands for One Stop shop. OSS has been established by the PTCL for the providing better
services to its customer. These OSS work under the supervision of regional Telecom offices.
Monthly target is given to OSS that has to be achieved. More than 73 OSS have been established
different regions of Pakistan.
This internship report is containing all the information regarding my experiences during my duty
at PTCL. Pakistan Telecommunication company limited PTCL is the single and most reliable
and largest coverage services carrier, which provide landline, Broadband, Smart TV, and Evo
Services all over the Pakistan.
The Sales and marketing Department of PTCL is the most valuable Department of the PTCL.
Main purpose of report is to review the marketing strategies, system, and procedures that have
been adopted by PTCL. It is also the aim of report to analyze the strengths, weaknesses,
opportunities, and threats (SWOT ANALYSIS) of Sales and Marketing department of PTCL. I
have spent a good time in learning culture of PTCL as well as the friendly working environment.
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Table of content
Chapter 1
1.1Introduction……………………………………………………………………………….......10
1.2 Literature Review…………………………………………………………………………….11
1.3 Brief history of PTCL…………………………………………………………………..........11
1.3.1Pakistan post and telegraph…………………………………………………………………12
1.3.2 Pakistan telecommunication corporation…………………………………………………..12
1.3.3 Pakistan telecommunication company limited……………………….……………………13
1.4 PTCL’s Vision……………………………………………………………………………….14
1.5 PTCL’s Mission……………………………………………………………………………...15
1.6 Core Values………………………………………………………………………………......15
1.7 Current Situation of PTCL…………………………………………………………………...15
1.8 Structure of PTCL………………………………………………………………………..…..16
1.9 Main offices of PTCL………………………………………………………………………..18
Chapter 2
2.1 Profile of PTCL………………………………………………………………………….…...20
2.1.1 Business and corporate users……………………………………………………...……….20
2.1.2 Other business specific services……………………………………………………..……..20
2.1.3 Nationwide infrastructure………………………………………………………………….20
2.1.4 National long-haul core network…………………………………………………………..21
2.2 Corporate information…………………………………..……………………………………21
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2.3 Services of PTCL……………………………………………..……………………………...23
2.3.1 Services for customers……………………………………………………………………..23
2.3.2 Services for the corporate customers……………….……………………………………...23
2.4 Awards and Achievements…………………………………………………………………..24
Chapter 3
3.1 Weekly plans…………………………………………………………………………………26
3.1.1 Week 1……………………………………………………………….…………………….26
3.1.2 Week 2…………………………………………………………..…………………………27
3.1.3 Week 3……………………………………………………………………..………………27
3.1.4 Week 4……………………………………………………………………………………..28
3.1.5 Week 5………………………………………………………………………………….….28
3.1.6 Week 6……………………………………………………………………..………………28
Chapter 4
4.1 SWOT analysis………………………………………………………………………….…...32
4.1.1 Strengths………………………………………………………………………...…………32
4.1.2 Weaknesses…………………………………………………………………………….…..33
4.1.3 Opportunities……………………………………………………………………………….34
4.1.4 Threat…………………………………………………………………………...………….34
4.2 Pest analysis………………………………………………………………………………….35
4.2.1 Political factors…………………………………………………………………………….35
4.2.2 Economical factors……………………………………………………………..…………..35
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4.2.3 Social-cultural factors……………………………………………………………………..35
4.2.4 Technological factors……………………………………………….……………………..35
4.3 BCG Matrix…………………………………………………….……………………………36
4.3.1 Stars………………………………………………………………………………………..36
4.3.2 Cash cows……………………………………………………………...…………………..37
4.3.3 Dogs…………………………………………………………………….………………….37
4.3.4 Question mark……………………………………………………………………………...37
Chapter 5
5.1 Conclusion……………………………………………………………………….…………..39
5.2 Recommendation…………………………………………………………………………….40
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CHAPTER 1
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1.1 Introduction to Organization:
Pakistan Telecommunication Company limited (PTCL) is the Pakistan largest coverage
service.PTCL starts in 1947, and now PTCL offers wide range of internet facilities and
telecommunication technologies.PTCL offers different products and many services to their
customers.
Following are the services of PTCL:

Charji wireless internet

Smart TV (IPTV) service

Over the top applications (OTT)
Many other services ate also available
PTCL is the best way of connecting the people of country. PTCL provides quality services to
their customers. PTCL also provide web housing services on worlds Microsoft Platform.
The organization works for the betterment of the country. PTCL offering many services to their
customers at their door step by the use of information technology.
PTCL consist of 2000 exchanges in all over the Pakistan PTCL also provides wireless telephone
network with the name of Vfone having 1.25 million active customers.
PTCL headquarter is situated in Islamabad. It is consider as the backbone of the country. PTCL
is serving the country from the last 70 years. PTCL offers latest digital and telecommunication
technologies to their customers. PTCL took over different operations and functions from
Pakistan telephone and telegraph department under Pakistan telecommunication corporation act
1991. This policy encourage private sector for participation. PTCL also launch its mobile and
data services in 2001 by the name of ufone and PakNet. Ufone had increased its share in cellular
sector. Ufone is also the second largest communication service of PTCL. PTCL also launch DSL
service for their customers. DSL is the best and higher speed internet connection.
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1.2 LITERATURE REVIEW:
As the technology changed the way of communication got more and more developed than
before. In early centuries the people use to communicate by sending message through
pigeons. It took more than weeks for getting back the response of receiver. And sometime
no response. The way of communication was not fast and not safe enough. With the
development of communication, the telecom sector also became advance. This is not so
far centuries passed, but these ways are developed in last 25 years. From the last two year
the competition has so much increased that many of countries have developed their own
telecom sectors with the advance policies and machinery. Private telecom sector is
leading in this era. There is growth in this sector to quality that local as well as foreigner
are also investing in this sector for business purpose they are getting high return.
The Sole Landline Service Provider of Pakistan is Pakistan Telecommunication network,
one of the largest telecom industries. it was established in 1990 with name PTC Pakistan
Telecommunication Corporation, by separating its identity from Pakistan telephone and
telegraph. As the PTCL was the government entity there were deregulations in the
departments and the department was in loss, while there was a big competition in outside
world. The population of Pakistan at that time was 16 crore, and was fast growing
population whereas the penetration of ICT into economy was low. PTCL was the first
landline provider in the land of Pakistan serving its customers with maximum
satisfaction. In 1994 PTC was transferred to Pakistan Telecommunications Company
limited. The brief introduction of PTCL is described in this report.
1.3BREIF HISTORY OF PTCL
As the Pakistan came into being India post and telegraph was transferred to Pakistan Post
and Telegraph. There were two duties performed by Indian post and telegraph, the postal
services and telegraphic services at the same time. On 14 august Pakistan came into being
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for taking the initiative Indian post and Telegraph was the renamed as Pakistan post and
telegraph PP&T. It was the Base of PTCL. PP&T served its consumers till 1962.
1.3.1 Pakistan Post & Telegraph (P&T)
August 1947, Pakistan post and telegraph was performing all postal and
telecommunication services. 12346 telephone lines were the starting connection of (P&T)
whereas there were only seven offices all over the Pakistan. After the Pakistan came into
being, Pakistan Telecommunication Company established with postal and telegraphic
services. At that time, telephone systems were manual. This system continued until 1962.
In 1962 Ayub Khan’s Government decided to divide Pakistan post & Telegraph into
separate divisions, Pakistan Post and, Pakistan telephone and telegraph (PT&T). It was
the first step taken in the direction of reformation of telecommunication sector. In fact
Pakistan Telegraph & Telephone was civil service under the control of ministry. Decision
making of this department was concentrated with post of Director General, whereas
General Managers and Chief Engineers were Delegating Authorities and responsibilities.
General Managers have to report Director General Directly. This Centralized structure of
PT&T was causing disorganization of operations and long Deferment of Decision
implementation.
1.3.2 Pakistan Telecommunication Corporation (PTC)
The Era of 1990s, there were many changes that brought up in economy of Pakistan. The
government of Pakistan was perused in deregulation and liberalization policies of
production and services businesses. The key changes regarding this matter were
privatization and deregulation of government departments of Pakistan. The major
objective of government was to reduce the load from Government’s shoulder, by
minimization of bureaucratic effect and to develop the efficacy of these departments.
A main innovation occurred in the history of telecommunication in Pakistan by
deregulation and privatization of T&T. PT&T was transformed to statuary Corporation,
Pakistan Telecommunication (PTC). The December 15th, 1990. The legal identity of
Pakistan Telegraph and telecommunication (PT&T) was transferred to Pakistan
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Telecommunication Company (PTC), detached entity from government of Pakistan. PTC
was now a separated from Pakistan Post, the relationship with the customers has been
changed now PTC was dealing with only those customers who have telegraphic
communication matters. It was the great opportunity for PTC to develop it technologies
to serve its customers more efficiently. By this Way PTC could get the maximum level of
satisfaction from its customers
1.3.3Pakistan Telecommunication Company Limited
In 1990 PTC took the possession from PT&T. the government of Pakistan introduced the
licensing for mobile companies, prepaid telephones in Pakistan these actions were taken
under Pakistan Telecommunication Act 1991.
1.1.1. In 1994, PTC was converted into Pakistan Telecommunication Company Limited.
There were 6 million voucher that could be exchangeable into to 600 million shares.
The value for each share was Rs. 10/- per share. This exchange of shares was in two
separate placements. In 1996 there was monopoly of PTCL in all over the Pakistan
on telephonic Basis. At the Same year PTCL was listed in all the stock exchanges of
Pakistan. Ufone and Paknet as the Subsidiaries were launched by PTCL. Ufone was
working over the mobile network and PakNet was used to access the internet using
landline of PTCL. The cards were used for the internet accessing. With the passage
of time market share of Ufone got increased and PakNet was dissolve. Place of
PakNet has been taken by Broadband which is 10 times faster than PakNet.
Till the end of 2002 it was the right of PTCL to provide the basic services of telecom all
over the Pakistan. In 2003 Government of Pakistan announced the Deregulation policy in
which the competitor have got license to provide telecom services to People of Pakistan.
These licensees were issued by Pakistan telecommunication authority by the
announcement of Government of Pakistan. Now PTCL had to compete with other
telecom Networks. The economy of PTCL was going downward but still it was the
largest telecom network in Pakistan. Till now there is no competitor of PTCL in Pakistan,
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There is S-COM service in Azad Kashmir Provided by Military of Pakistan because of
security Issues in Kashmir. But PTCL has Gain the Coverage in Muzzaffarabad Region
of Azad Kashmir. And soon it will cover the whole of Kashmir region. The era from late
2006 and early 2007 was the Boom stage for Mobile telecommunication networks. The
many mobile companies launched in Pakistan Starting with JAZZ, the other companies
were Paktel which later on converted to ZONG, Telenor and Warid. During this Era the
Subsidiary of PTCL (Ufone) stood in competition and gain 87% of the market from 8.4 to
14millions.
In 2006 the Pakistan telecommunication was completely privatized. The management
control was taken over by EIP. In short PTCL is having very important role in
telecommunication network starting From the PT&T, till to become PTCL. It has served
the nation at every step. It was the first priority of PTCL to provide the best quality
services to its customers. Till now the PTCL is serving Pakistan and facilitating it
customers with new technology and new advance services. Either they are household,
small offices, sole business or the large industry. PTCL is serving the Whole Nation.
1.4 PTCL’s VISION
To be the leading Information and Communication Technology Service Provider in the
region by achieving customers' satisfaction and maximizing shareholders' value.
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1.5 PTCL’s 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

Sustained growth in earnings and profitability
1.6 CORE VALUES

Professional Integrity

Customer Satisfaction

Teamwork
1.7 CURRENT SITUTATION OF PTCL
After the Brief introduction, mission vision of the corporation there comes the current
situation of PTCL. The major contribution in the running the administration of PTCL is
by Government. It is mainly controlled by the government because still the government
is having 62 percent share in PTCL ownership the other 26% share have been sold to
ETISALAT while other 12 % haven been occupied by different market’s investors.
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1.8 STRUCTURE OF PTCL
The structure is very important for the organization. It clarifies the role of every employee. The
management and distribution of job responsibilities becomes easy to flow in organization. If
there is unbalance structure of organization it would be difficult for employee to report their
responsibilities to their seniors.
Head member of PTCL is named as President". Then SEVPs (Senior Executive Vice Presidents)
SEVP (advertising and marketing and business improvement), SEVP (Finance) and, SEVP
human resource. Then there's a series of Executive vice president (EVPs) like

EVP (advertising)

EVP (finance)

EVP (Operations)

EVP (HR Central )

EVP (IT)

EVP (sales)
They are employed at the PTCL's Headquarters at G-8/4, Islamabad. Other than those
EVP, there also are EVP (HR and Operations) and they are Heads of different areas of
different regions. Then there are General Managers and Chief Engineers, Account
officers, Assistant Account officials, Finance Analysts, advertising and marketing
Managers, computer Programmers and IT experts, and so on.
Then there also are Regional Heads (General Managers) to head PTCL, regions. Then
there are:

Senior Managers (Operations),

Senior Engineers (Operations),

Senior Manager (Finance).
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The marketing department is answerable for the improvement of recent rules and
objectives to meet the clients and the short shifting change of Telecommunication
technology deliver drastic competition in the conversation generation.
Regional Accounts and Bills are carried out by accountants and submitted to account
officer of that region who further reports to Senior Managers of finance. Similarly the
Human resource and employees matters are handled by Human Resource manager and
further reported to senior Manger HR. the non-gusseted staff is consisting of ESO, ESS,
ESPP and Optical fiber senior supervisor

Account Assistants

Stenographers

Assistants

Key punch operator

Telecommunication technicians

higher division clerks

lower department clerks

Line man

wire Man

Drivers

trade cleaners

Naib qasids

Peons
All the staffs are recruited with the aid of the HR department headed by means of SEVP
HR.
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1.9 MAIN OFFICES OF PTCL
The headquarters (HQ) of Pakistan Telecommunication limited PTCL is sited at Sector
G-8/4, Islamabad, which is controlled with the aid of the “President”. Under this
Headquarter, Regional Offices of PTCL are;

Islamabad Telecom Region

Rawalpindi Telecom Region

Hazara Telecom Region Abbottabad

Northern Telecom Region Abbottabad

Lahore Telecom Region (South)

Lahore Telecom Region (North)

Multan Telecom Region

Faisalabad Telecom Region

Southern Telecom Region -1 Hyderabad

Southern Telecom Region -2 Karachi

Southern Telecom Region —V Sukkar

Western Telecom Region Quetta

Switching Network Telecom Region Lahore.
These regions provide Telecommunications offerings to the clients in their respective
regions. other than those, PTCL has an Optical Fiber construction Region Lahore and
Optic Fiber system Islamabad, every headed by using a GM's to install, and take care of
optic fiber cables and its system operation.
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CHAPTER 2
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2.1 PROFILE OF PTCL
PTCL has extended the boundaries of its services in different ways and by shifting its yield to
skies. New ideas and products are produced by PTCL for serving the customers and their
satisfaction. Millions of people are the customer of PTCL and being served. The mission of
PTCL is to provide it customer the Better Living standard. PTCL will be the first choice of
Pakistan’s telecommunication networks as well as customers in future.
2.1.1Business & Corporate Users
Primary focus of PTCL is providing Landline to its consumers so that they can get in contact
with others any time anywhere nationwide or internationally. Now a days PTCL’s Target is to
get availability of its good quality services to the maximum number of consumers. Now PTCL
has the value added options like

Caller-identity,

Call-Forwarding,

Call waiting

Call Barring.
2.1.2 Other Business Specific Services
Other enterprise particular offerings include: VPN- virtual Private Network, 0800-Toll free
Numbers variety, 0900-Preminum rate Services, digital cross connect (DXX), Audio conference
Services, Teleplus (ISDN/BRI), ISDN (policy), digital phone Facilities/ modification prices,
UAN, UIN.
2.1.3 Nationwide Infrastructure
Copper infrastructure of PTCL is the largest and unfolds over each, city and villages of country
with over million mounted landlines. 6 million PSTN lines established throughout Pakistan’s
community with extra than three million working landlines. Moreover across 414 towns and
20
town of the Pakistan, mounted ability of broadband hasmore than 1.6 million ports have been
installed.
2.1.4 National Long-haul Core Network
Over 10,400 km, it’s been completely laid off fiber optics spinal network by PTCL. Over
840 towns and cities are connected with 270G bandwidth.
2.2 CORPORATE INFORMATION
Management:
Walid Irshaid President and Chief Executive Officer
Muhammad Nehmatullah Toor SEVP (Finance) / Chief Financial Officer (CFO)
Syed Mazhar Hussain SEVP (Admin & Procurement / Human Resource)
Sikandar naqwi SEVP (Corporate Development)
Naveed Saeed SEVP (Commercial)
Muhammad Nasrullah Chief Technical Officer (CTO)
Hamid Farooq SEVP (Business Development)
Furqan Habib Qureshi SEVP (Business Zone South)
Jamal Abdallah Salim Hussain Al Suwaidi SEVP (Business Zone Central)
Jamil Khwaja SEVP (Special Projects)
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Ahsan Aziz Acting Chief Information Officer (CIO)
Farah Qamar Company Secretary
Zahida Awan Legal Affairs
Banks
Allied Bank Limited
Askari Bank Limited
Bank Alfalah Limited
Bank Al habib Limited
Citibank. N.A
Dubai Islamic Bank
Faysal Bank Limited
Habib Bank Limited
Habib metropolitan Bank Limited
MCB Bank Limited
Meezan Bank Limited
National Bank of Pakistan
NIB Bank Limited
Silk bank Limited
Sme Bank Limited
Standard Chartered Bank (Pakistan) Limited
The Bank of Punjab United
Bank Limited Auditors
F. Ferguson & Co., Chartered Accountants
Ernst & Young Ford Rhodes Sidat Hyder, Chartered Accountant
2.3 SERVICES OF PTCL
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Not only traditional phone facilities, optical fiber facilities are also provided by Pakistan
Telecommunication Company limited services to the Private As well as government Sector of
Pakistan. PTCL is providing these facilities to its customers with wide range of varieties. Mainly
PTCL services are separated for Household customers and corporate customers. These services
are:

Services for Consumers

Services for corporate Customers
2.3.1 SERVICES FOR CUSTOMERS
These services are provided to public sector by PTCL. The people who are using PTCL’s
Services for household or small business activities. These services are including

New cellphone Connections,

Value Added services,

V-tone Connection,

Evo Broadband,

Smart TV,

prepaid Calling cards,

E- bill Payments,

Digital Facilities, and

Prepayment telephony services.
2.3.2 SERVICES FOR THE CORPORATE CUSTOMERS
PTCL gives a host of supreme facilities to healthy the desires of company clients.The
listing of the corporate services are given as underneath:

Universal Access Number,

Voice Messaging Service,

PTCL messaging Plus,

Co- location Centers,
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
Universal Internet Number, and

Virtual Private Network.
2.4
AWARDS AND ACHEIVWMENTS
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Chapter 3
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3.1 Weekly plan:
3.1.1 Week 1:
In the first week of internship they introduce about the different departments of
PTCL.The main purpose of PTCL is to provide best services to their customers. All
departments are responsible for the success of organization but the main important is
marketing department.in telecommunication PTCL maintain their their position in many
years ago and still growing.
In this week I learn about the main functions of the differnet deparments and their
importance. Week one is basically the introductory week. this week involves introduction
to staff, softwares, machines,frenchises, and different type of departments.1st day of
internship is very boring and confusing day beacause
understanding of different
departments and softwares was difficult.
In the first week they told me about the main functions of the departments .many
departments in PTCL but in my internship I visist only three deparments e.g, Finance
department and marketin deparment.PTCL has no HRM department.hiring and training
of work force their policy is not clear.in the finance departmenti learn many thing which
I have never experience before I learn that how they manage their financial like slary of
employees ,customers bill ,utilities and misc expenses, HR department manage all the
functions of organization in proper way. Marketing is the main department in everty
organization, the success of the organization depends upon the marketing department.
PTCL marketing department provides best way to capture the customers and to gain the
high profit.
In this week i am collecting all the relevant material about different departments.which
may help me in my internship
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3.1.2 Week 2:
2nd week is quite interesting as compared to the 1st week, in this week I learn many things about
how to deal the customers. I have again a neutral response from the customers some customers
are very kind and well-mannered but some of them are very rude and harsh. So I experience both
type of customers and I learn how to tackle them in proper way and convince them. I am going to
share one of the best trick to handle the customer is to communicate politely and show calm
behavior, so customers automatically show polite behavior as well. This week is a hectic week
because customer dealing is not an easy task. I deal almost 50-55 customer in the 2nd week of
internship some of the customers ask about the packages and some of them are about to
complains.2nd week is also a very difficult week because 6 to 7 customers are very tough to
handle them but I try my best to handle them in a proper professional way. I manage to end the
deal with those 7 customers in a very positive way.
In this week I learn one thing that PTCL customer service is not good. By improving
customer services they gain high profit.
3.1.3 Week 3:
Third week of the internship is very easy and enjoyable. PTCL provides two main types of
facilities e.g., Home product and services and business product and services. Basically
documentation process is difficult for home PTCL services then corporate customer services,
because they focus on corporate customer rather than home customers. I learn about different
packages which they given to the corporate sector such as business organization and
universities.in this week I visit different organization to learn about their services and packages.
All most all the organization is satisfied with the PTCL services and packages.
I also learn how they install the PTCL connection in any organization and how to manage
the connection
In this week I realize that the internet is most demanding and valuable for new
generation.
27
3.1.4 Week 4
In this week I learn how they market their products and services. I learn different
marketing strategies which PTCL used to capture the high profit margin and market
stability; they told me that PTCL hire different celebrities for their advertisement to
attract the customer. They also use hoarding in all the major cities of Pakistan. They offer
different packages and services to their customers. I also work in sales department it is
the main part of marketing department. This department is responsible for increasing the
sales of different packages. I work with the employs of sales department and we basically
check that where sales are possible and how much potential in the market. We look for
prospects for new business, making sales presentation and many other tasks.
3.1.5 Week 5
This week is the most important week because it is the second last week of my internship.
I spent most of time in business development department which is also the main part of
marketing department, I learn that how they develop their business.
Basically PTCL 80% revenue comes from 20% customers, who are corporate customers
and other small and large organizations. I work in this department and I learn that their
main focus is corporate sector and they designed their maximum strategies for corporate
sector. Their business development is based on corporate sector.
3.1.6 Week 6
This week is the last week of internship at PTCL. In this week I spend my time with all
departments.one day with one department. During this time my main focus is to
understand their basic functions and work. I learn that their HR department needs to
establish, because the condition of this department is not gratifying. But on the other hand
their marketing department is more establish than any other department, the no of
employees in this department are more than other department.
28
TIME
ACTIVITIES
WEEK 1
Introduction
Understandings of the staff
Collect data about staff
WEEK 2
Save all data in written form
starting of proper work
Customer dealing
50 to 55 customer per day
Learn their communication skills
WEEK 3
Manage different behaviours of customers
main ocused customers
Corporate sectors
Visits different places with staff
Learn about different pacjages
WEEK 4
learn abiout sales and maerketting
Understanding their marketing stretigies
How they market their products and services
Advertisement process
Social media advertosmernt
WEEK 5
working
with
buisness
development
department
29
Learn about revenue
PTCL main focused customers
Different policies for business development
WEEK 6
last week of internship
One day with every department
Collect data for report
Making framework of the collected data
Writing the collected data
30
CHAPTER 4
31
4.1 SWOT ANALYSIS:
SWOT stands for Strength weakness opportunities and threats, this is done in external as well as
internal environment of the organization to find opportunities and threats that are occurring from
external environment and the strength to face these threats and avail the opportunities and
analysis of weaknesses on which threats can harm the organization growth the other two
components are internal. SWOT Analysis is necessary due to the fact enterprise can understand
approximately its weaknesses and attempt to conquer the weak spot with a view to get
achievement. During the internship tenure threats and opportunities have found by me moreover
the strengths to avail these opportunities and go off our weaknesses can help in the nourishment
of PTCL.
My SWOT Analysis for PTCL’s Sales and Marketing department is as under.
4.1.1STRENGHTS:
The most important strengths of PTCL’s sale and marketing Department are as under:

The Name Sales and Marketing is very attractive, people love to work with charm in this
department. They enjoy for their achieving their daily target. The sales and promotions of
PTCL are interesting and people love to take it and representing the offers to customer by
marketer are “icing on Cake”.

Sales and marketing department of PTCL is well established. Sale manager is authorized
to select his/her team. This team is Knows as FSA Field sales Agent team, this team is
selected by the sales manager. So he can select the best candidate for achieving the daily
as well as monthly target.

PTCL is the member of Global telecom group, i.e. ITU and AST. The employees of sales
and marketing department can attend the workshops and seminars about training that are
conducted by these Global telecom groups. And these training seminars and workshops
are very useful for employees

All the other department of PTCL are facilitating the employees of Sales and marketing
Department in an amazing way through giving them job security and commission which
is not delivered by any different businesses
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
HR Department selects the experienced staff for sales and marketing department so that
they are depending on the sales and Marketing Department. .

Due to established policies of HR dept., there is the proper system of recruitment as well
as training of Trainees...

Salary Packages are good enough for the employees of sales and marketing Department,
moreover daily Allowances D.A and transports allowance T.A is also given. On
achieving the target they are given bonuses in shape of Visits to other countries, or cash.

No one from other department interfere in activities that are being done in sale and
marketing department. Because it is pre-defined by sales and marketing department that
how will they achieve their target.

Employees of PTCL are also benefited with grants for their marriages, and making future
of their children. This grant have not seen in any other business on any organization.
4.1.2 WEAKNESSES:
The foremost weaknesses are:
 The appraisal form are not filled by the other employees or junior staff, it is only filled by
senior managers the only advantage is given to senior managers. The other employees are
bereft from this advantage.
 Training is the necessary for every worker, however Mostly engineer get more chance for
training compared to other employees. There is no equality for distribution of training
programs.
 After the training the employees are free. There is no proper assessment and procedures.
 It take more than month for the recruitment of single candidate, it is because of lengthy
process of recruitment
 The lower management is not involved in policy making process. This is only done by
board of director with the coloration of Top Management
 Most of the employees are not promoted due to improper promotion criteria
 There is still the government culture inside the PTCL, because of negative attitude of
some employees toward the change factor.
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4.1.3 OPPURTUNITIES:
 The literacy rate has been increases, most of the students are going in abroad countries
for business studies, and it is an opportunity for PTCL to recruit a bigger pool of
educated focal.
 The technologies have been emerged. There is up gradation in land lines, broadband
VPN. And Smart TV has also launched. PTCL can hire the more skilled recruits, and also
upgrade its current staff through training.
 Because of union with the ETISALAT Company, the HR department of PTCL can be
provided to show its current customers insight and new technologies to customers that
has been provided by ETISALAT.
 PCTL has more chance to recruit the more Educated and Skilled Candidates because
there are hindered of universities that are offering different engineering and management
courses to their students.
 New technologies are introduced every day. There are new invention and innovations that
comes daily. It can help the OD to brings these innovations and inventions as well as new
technologies in PTCL to raise the Structure and policies HR.
4.1.4 THREATS
 The competition around the globe has been raised. The other telecommunication
companies like ZONG WARID TELENOR are hiring more skillful and educated staff
with Best salary packages, it is threat for PTCL because employees can shift up in those
organizations.
 Due to terrorism in Pakistan the economy has burn down, Business have been Effected
Badly due to terrorism. PTCL has also effected
 Due to political crisis in Pakistan, the HR policies can be delayed by TOP Management.
i. Government structure Of PTCL
ii. Favoritism through politicians.
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4.2 PEST ANALYSIS
It is very important that an organization
consider its environment before beginning the
marketing process. Thus there are mainly four factors involved in PEST Analysis of PTCL.
These are explained below in detail.
4.2.1 Political factors
 Not much the Government policy and laws are giving a positive influence on the
Organization environment.
 But at the end as being the part of government previously it has a great edge as
compared to other telecommunication organization
 Due to Pakistan unstable political environment there is a great negative effect on
the Organization. Not only on telecommunication has sector also on others
sectored also.
4.2.2 Economical Factor
 The interest in country is reducing in an alarming situation that is effecting
directly on the organization performance.
 As the level of per capita income is not increasing as the increase in inflation level
so the purchasing power is very much effected the economic condition of the
country also the organization environment.
4.2.3 Social-cultural Factor
 PTCL has great social and cultural benefits because it has been introducing many
packages according to customer need and wants.
 Due to organization many people are employed therefore it has a respectful status
in the mind of the peoples.
4.2.4 Technological Factor
 As a vast infrastructure and network PTCL are now moving along with the flow
of the technology. Therefore introducing different categories of new product in
the field of telecommunication.
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 The new products are crafted against the need of consumer and business purpose
to be active in the race of technology.
4.3 Boston Consultancy Group (BCG) Matrix:
Stars
Question mark (?)
PTCL Broad Band
PTCL Smart TV
Cash cows
Dogs
PTCL Landline
PTCL Vfone
4.3.1 Stars (high growth high market share)
Stars products are the market leader of the business, to maintain its large market share it needs
high investments. It consumes the large amount of the organization but it also generates the high
profit as well good will in market.
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 PTCL Unlimited Internet provides rapid download and upload for demanding
Internet applications across Pakistan. Whether you use broadband for video,
online gaming or data processing, High Speed Broadband provides unlimited data
at higher level of performance
 Speed ranging from 10 Mbps to 100 Mbps.
4.3.2 Cash cows (low growth high market share):
Cash cows are the fundamentals of the organization and they passed the stage of stars.
These products generate more profit than consuming cash. The organization can earn
more cash by small investment on these products. The cash cows product of PTCL is
PTCL Land line.
 There is no investment on landline phone butt they are still use in offices and
government places.
4.3.3 Dogs (low market shares low growth):
Dogs cannot generate the revenue of the company. Organization has to minimize number
of dog products as they can. These products are in decline situation of the business.this is
the dog product of PTCL
 PTCL Vfone: PTCL had more than 1.1 million Vfone customers, as compared to
2.9 million landline wired customers till Q4 of 2013
4.3.4 Question mark (high growth low market shares):
In the initial stage most of the business starts with the question mark. This will
consume more money to gain market shares. It needs high investment in start.It has
the potential to become stars of the market but also chances to become cash cows.
 PTCL Smart TV.
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Chapter 5
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5.1 CONCLUSION:
PTCL is the largest telecommunication provider in all over the Pakistan. They provide best
services to their customers. PTCL focuses on corporate sector for their business development.
Marketing department of PTCL is the best department than any other department but the
employees are not very effective with each other they do not share their experiences and talent.
80% revenue of PTCL comes from their 20% customers and these customers are their corporate
customer for example organizations, institute, firms and other small businesses. PTCL is
providing high speed internet facility. PTCL sales and marketing department is very well
established and perform the activities in proper way.to market their products they hire different
celebrities for their ads. PTCL provides services in every corner of Pakistan. PTCL use different
communication strategies to communicate their customer’s e.g. internet, print media, call centers,
electronic media and service centers. PTCL is the one and only telecommunication that provide
their services by lowering the prices and offering different packages.
PTCL is also offering value added services and voice message services. PTCL is basically
backbone of country.
On the other hand their HR department is not established. There are many issues in their HR
department because they did not focus on that department. So their HR department is not
maintained properly. PTCL marketing department is the best and well maintained department.
They make new marketing strategies to market their product and increase their sell. The main
focus of PTCL is to provide services and take good care of their customers.
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5.2 Recommendation:
PTCL is the largest telecommunication service of Pakistan and provide internet and many other
facilities to their customers. But there are some problems in some departments of PTCL.
here are some recommendations:
 PTCL should improve their relationship to their middle and low level customers.
 PTCL should maintain their HR department, because this department is very important
department for any company and organization
 PTCL should evaluate their employs performance and encourage them to work more
efficiently.
 PTCL should introduce different trainings for their employs to enhance their performance
for the company.
 PTCL should revised their policies and encourage their employs to give suggestions and
feedback.
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