INTERNSHIP REPORT

PAKISTAN TELECOMMUNICATION COMPANY LIMITED, ISLAMABAD

SUBMITTED BY: HARIS ALI

ROLL NO: FA16-ECE-053

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 TABLE OF CONTENTS

Perface………………………………………………………………………………………………………………4
Acknowledgements……………………………………………………………………………………………5
Introduction……………………………………………………………………………………………………….6
Historical background…………………………………………………………………………………………7
Organizational setup…………………………………………………………………………………………..8
Structure of the Organization……………………………………………………………………………..9
Main offices………………………………………………………………………………………………………10
Vision statement……………………………………………………………………………………………….10
Mission statement…………………………………………………………………………………………….11
Core values………………………………………………………………………………………………………..11
Business and corporate users…………………………………………………………………………….12
Other business specific services include…………………………………………………………….12
Landline…………………………………………………………………………………………………………….12
Broadband Pakistan………………………………………………………………………………………….12
EVO wireless broadband……………………………………………………………………………………13
Smart TV (IPTV service)………………………………………………………………………………………13
V-fone………………………………………………………………………………………………………………..14
International network………………………………………………………………………………………..14
Satellite communication…………………………………………………………………………………….14
Departments of PTCL………………………………………………………………………………………….15
Human Resource Management Department………………………………………………………15
Finance Department………………………………………………………………………………………….16
Commercial Department……………………………………………………………………………………16
Operational Department…………………………………………………………………………………….17
Technical Department………………………………………………………………………………………..17
IT Department…………………………………………………………………………………………………….18

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Corporate Affairs Department……………………………………………………………………………18
Special Projects Department………………………………………………………………………………18
Business Operations section………………………………………………………………………………18
Key operations……………………………………………………………………………………………………18
MSAG (Multi-Service Access Gateway)……………………………………………………………….19

GPON (gigabit passive optical network)……………………………………………………………..20

Optical fiber………………………………………………………………………………………………………21
TYPES OF OPTICAL FIBERS……………………………………………………………………………………22
Single mode optical fiber…………………………………………………………………………………….22
Multimode optical fiber………………………………………………………………………………………22
Stepped index multimode optical fiber……………………………………………………………….22
Graded index multimode optical fiber…………………………………………………………………23
The advantages of fiber optic over copper cable…………………………………………………23
Network analyzer……………………………………………………………………………………………….24
Line diagnosis……………………………………………………………………………………………………..24
Single-ended line testing…………………………………………………………………………………….26
MAXIMO service provider…………………………………………………………………………………..28
SWOT ANALYSIS......................................................................................................29
Strengths……………………………………………………………………………………………………………29
Weaknesses……………………………………………………………………………………………………….30
Opportunities…………………………………………………………………………………………………….32
Threats……………………………………………………………………………………………………………….32
Findings and Recommendations…………………………………………………………………………33

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 PERFACE

This report is prepared as a result of performing internship in Pakistan

Telecommunication Company Limited because it is an essential requirement for
completion of Electrical Engineering degree. I tried my best to present all of my
findings in this report while visiting (Business operations) department of PTCL. In
this department I realized that there is a great difference between theory and
practice. This report provides knowledge about optical fiber, MSAG, MAXIMO,
Gigabit Passive Optical Network and the software which is used for detecting faults
that occurs in this network.

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 ACKNOWLEDGEMENTS

First of all, I want to express all my humble thanks to ALLAH who is very sensitive
about each and every activity Of all his man and without whose help, I am unable
to accomplish any objective in my life. I am great full to PTCL management for
providing me the opportunity of internship in PTCL. I am also thankful to all staff of
PTCL for their guidance and support throughout the internship period.

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 INTRODUCTION

PTCL

PTCL is a largest telecommunications provide in Pakistan. PTCL also continues to be

the largest CDMA operator in the country with 0.8 million V-fone customers. The
company maintains a leading position in Pakistan as infrastructure provider to
other telecom operators and corporate customers of the country. It has the
potential to be an instrumental agent in Pakistan’s economic growth .PTCL has laid
an optical Fiber Access Network in the major metropolitan centers of Pakistan and
local loop services have started to be modernized and upgraded from copper to an
optical network. On the long distance and international infrastructure side, the
capacity of two SEA-ME-WE submarine cable is being expanded to meet the
increasing demand of international traffic.

With the promulgation of Telecommunication (Re-Organization) Act 1996, the

Pakistan Telecommunication Authority was established as the Telecom Regulatory
body. Following the open licensing policy in BUY @ PKR 45.40accordance with the
instructions of Government of Pakistan and in exercise of powers conferred by
Pakistan Telecommunication (Re-Organization) Act 1996, the basic telephony was
put under exclusivity and PTCL was given a seven years monopoly over basic
telephony which ended by December 31,2002. The years 2006-7 in the telecom
sector witnessed a phenomenal So far PTCL is the sole land line service provider of
Pakistan. PTCL is the giant of growth in the mobile phone sector in Pakistan which

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doubled its subscriber base to 60 million. The Tele density increased from 26% to
40helping to spread to benefits of communication technology across the country.
PTCL’s mobile phone subsidiary Ufone subscriber base grew by more than 87%
from 7.49 million to 14 million. The year also witnessed the entry of major telecom
companies, most notable China Telecom and Singtel, into the market.
Restructuring and re-engineering are in their final stages along with the
implementation of ERP system. From the end customer’s Perspective, a major
initiative was put in place in the shape of Broadband Pakistan service launch as a
first step towards providing its customer with more value added service and
convenience. With this offering. The PTCL not only bringing the benefit of high
speed internet access to subscribers in major cities but will also generate new
revenue streams for future growth. The company also continued to invest in
Infrastructure development and addition of network capacity with a view to
enhance services and to expand its reach across the country.

HISTORICAL BACKGROUND:

1) 1947- Establishment of Posts & Telegraph Dept.

2) 1961- Establishment of Pakistan Telegraph & Telephone Dept. (T&T)

3) 1990-91-Establishment of Pakistan Telecom Corporation (PTC)

4) 1995- About 5% of PTC assets transferred to PTA, FAB (Frequency Allocation

Board) & NTC (National Telecommunication Corporation).

5) 1996- PTCL Formulation and listing on all Stock Exchanges of Pakistan.

6) 1998- Establishment of Mobile (Ufone) & Internet (PakNet) subsidiaries.

7) 2006- Etisalat Takes Over.

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 ORGANIZATIONAL SETUP

STRUCTURE OF THE ORGANIZATION:

An Organizational Structure clarify the roles of personnel of an Organization and to

determine who has to do what task, which is responsible for what, objectives to be
achieved, who is to report to whom and to remove the obstacles for performance
caused by confusion and uncertainty of job assignment as well as to make easy
decision- making and communication networks reflecting and supporting
organization objectives. The head of Pakistan Telecommunication Company
Limited is called “President”. Then come the SEVPs (Senior Executive Vice
Presidents), i.e. SEVP (Finance), SEVP (Operations), SEVP (Technical), and SEVP
(Human Resource Management), SEVP (Marketing & Business Development). Then
there is a chain of Executive Vice Presidents (EVPs) like EVP (Finance Central), EVP
(Marketing), EVP (HR Central), EVP (Accounts), EVP (Operation), EVP (Information
Technology, Training & Research), and EVP (Revenue). All these are appointed at
Pakistan Telecommunication Company, Headquarters at G-8/4, Islamabad. Apart
from these EVP, there are also EVP (Operation), EVP (HR) etc. who are heading the
other regions of PTCL in major cities country wide. Then there are Chief Engineers
and General Managers at H/Qs who report to their relevant EVP. Then there are
Senior Managers, Deputy Directors, Assistant Directors, Account Officers, Assistant
Account Officers, Financial Analysts, Marketing Managers, Computer
Programmers, and IT Specialists etc. 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

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Accountants to Handle Regional account and billing matters. Manager HR & his
staff are responsible to take care of Personnel affairs at Regional Level. In non-
gazetted staff there are Engineering Supervisors Operations /Switching /Power
plant /Optical Fiber system/M.W Media, Account Assistants, Stenographers,
Assistants, Key Punch Operators, Telecom Technicians, Upper Division Clerks,
Lower Division Clerks, Line Men, Wire Men, Drivers, Exchange Cleaners, Naib
Qasids and Peons etc. 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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MAIN OFFICES:

The Head Office of Pakistan Telecommunication Company Limited is

situated in Sector G-8/4, Islamabad, which is headed by the
“President”. Besides, it has Regional Headquarters like:
a) Islamabad Telecom Region
b) Rawalpindi Telecom Region
c) Hazara Telecom Region Abbottabad
d) Northern Telecom Region-I Peshawar
e) Lahore Telecom Region (South)
f) Lahore Telecom Region (North)
g) Multan Telecom Region
h) Faisalabad Telecom Region

j) Southern Telecom Region-I Hyderabad

i) Southern Telecom Region-II Karachi

j) Southern Telecom Region-V Sukkur
k) Western Telecom Region Quetta
l) Switching network Central region Lahore

VISION STATEMENT :

To be the leading Information and Communication Technology Service Provider in

the region by achieving customer satisfaction and maximizing shareholders' value'.

The future is unfolding around us. In times to come, we will be the link that allows
global communication. We are striving towards mobilizing the world for the future.

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By becoming partners in innovation, we are ready to shape a future that offers
telecom services that bring us closer.

MISSION STATEMENT:

To achieve our mission 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.

CORE VALUES:

PTCL has some core values to which they give a lot of significance and they consider
them as the most important part of their business. These core values do not change
from time to time or person to person rather they are foundation of the company’s
culture. These core values are:

1) Professional Integrity

2) Customer Satisfaction

3) Teamwork

4) Company Loyalty

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Business and Corporate Users:

For clear communication the first choice of business circles is PTCL landline
telephone, for local, nationwide and international calling. Today businesses can
have 10-100 lines with modern day services to meet their needs. These include
options like Caller-ID, call forwarding, call-waiting, Call Barring, to name a few.

Other business specific services include:

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

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

Landline:

PTCL landline has always been a part of family and providing services from
generations and it continues to be the primary choice of customers for making
voice calls for many decades. PTCL gives its customers highest quality at very
affordable rates along with attractive packages and Value Added Services to choose
from. PTCL offers many attractive packages like Freedom Package, International
Packages, Mobile Buckets & Double Up Unlimited (double play services).

Broadband Pakistan:

The largest and the fastest growing Broadband service in Pakistan, PTCL Broadband
is making great positive changes in the lives of millions of people living in the
country. Serving over 1.3 million satisfied customers in over 2000 cities and towns
across Pakistan, PTCL has brought revolutionary efficiency and effectiveness in all
segments of the society, be it the rural or the urban. Since its launch on 19th May
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2007, all PTCL Broadband packages are designed for users to experience high-speed
internet access with unmatched reliability, affordability and connectivity all at the
same time.

EVO Wireless Broadband:

PTCL EVO Wireless Broadband is Pakistan’s fastest wireless internet which offers
its customers – “superior high-speed wireless internet experience”. EVO Wireless
Broadband is enabling the wireless broadband revolution in Pakistan like never
before. PTCL EVO has revolutionized the way people connect to the internet. PTCL
EVO gives its customers the advantage of seamless internet connectivity across
Pakistan. EVO coverage is in over 350 cities, whereas EVO customers can also enjoy
CDMA-1X data rates of up to 153.6 Kbps at more than 1000 destinations across
Pakistan.

PTCL Introduced EVO Nitro in Pakistan - “The World’s first & most cutting-edge EV-
DO Rev.B commercial network”. PTCL is the first operator in the world to
commercially launch EV-DO Rev.B products, which offer blazing fast speeds of up
to 9.3 MBPS.

Smart TV (IPTV Service):

PTCL entered the media sector on 14th August 2008, by launching a digital
interactive television service for the first time in Pakistan. PTCL brought Pakistan in
the list of a few countries across the globe that offer this state of the art interactive
TV service to its subscribers. PTCL SMART TV service using its state of the art
Broadband network employs the IPTV (Internet Protocol TV) technology.

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V-fone:

PTCL also continues to be the largest CDMA operator in the country with
approximately 1.4 million V-fone customers. It gives the liberty of payment in both
prepaid and postpaid options.

It offers fixed wireless telephone for your homes & business. With CDMA2000 1X
technology, ours is the largest WLL network with a capacity of 2.6M, covering over
10,000 urban & rural areas. The network is already enabled for Voice, Dialup-
Internet access (153.6kbps), SMS and for EVDO Broadband.

International Network:

PTCL’s ability to support both individual and corporate customers on a cross-

border basis is anchored by its extensive network of submarine cables. In order to
ensure service availability to expanded customer base of PTCL, the said bandwidth
procurement was strategically spread on each of our existing three submarine
cable size. I-ME-WE, SEA-ME-WE3 and SEA-ME-WE4. PTCL is the only telecom
operator in Pakistan having a network of three redundant and resilient submarine
cable systems thus offering its customers better quality of service.

Satellite Communication:

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

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 DEPARTMENTS OF PTCL

Every organization is divided into definite departments. Each department

performs different kind of jobs and requires staff with specialized skills to handle
particular job. This increases the efficiency of workers and makes `

The PTCL Head Quarters is comprised of several departments. The division is

made on the basis of function they perform. Hence it can be concluded that PTCL
has adopted the policy of functional departmentalization. The main departments
of PTCL are mentioned below.

1. Human Resource Management Department.

2. Finance Department
3. Commercial Department.
4. Operational Department.
5. Technical Department.
6. IT Department.
7. Corporate Affairs Department.
8. Special Projects Department.

Human resource management:

a) It is a huge organization and being considered as one of the biggest company
in Pakistan.
b) It has more than 60,000 employees and a huge network of organizational
management has been spread throughout the country.
c) PTCL is engaging a substantial number of experts and specialists of standing
caliber in different spheres of profession.

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 d) Job analysis and revision of jobs description was undertaken for improving
the performance standards.
e) To meet the future challenging situations in the face of privatization and post
monopoly challenges, a corporate culture and competitive environment has
to be developed, for which all the available resources have been taped.

Finance department:

This department is divided into following three sub-sections:

a) Finance
b) Accounts
c) Revenue
The Finance Wing deals with the revenue matters of the company & the
Accounts Wing is responsible for proper book–keeping of the financial
transactions, commercial audit & preparation of periodic accounts of the
Company. The Accounts Office of PTCL is in Lahore.

Finance is the backbone of every organization because without finance any

organization can’t run its business. It plays an important role in determining the
long-term objectives and evaluating the feasibility of the business.

Commercial Department:

1) This section is taking both short-term and long-term view of emerging trends of
highly competitive markets as its monopoly is coming to an end.

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2) It analyzes all the possible Company options, i.e. introducing new services,
adopting new technologies to maintain the leading role in the sector and
preserve its dominant position in the industry.
3) The Company likes to reiterate that it will continue to play a prominent role in
Telecom sector of Pakistan.
4) It considers that one of the most important aspects of the forthcoming
competitive environment is pricing of products and services.
The new paradigm would require cost-based services with thin-profit margins
but higher volumes. Inherently, PTCL services were not cost-based. There were
in-built subsidies and long distance calls, both domestic and international, were
highly priced. The Company, therefore, evolved strategies of gradual price
rationalization

5) Commercial department should try to make PTCL the most profitable

organization, which should generate a great deal of revenue in local & foreign
currency.

Operational Department:

Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries
as well as with other corporations.

Technical Department:

This department is engaged in the management and control of technical aspects of

the company, e.g. technical manpower, technical training, technical equipment,
etc.

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IT Department:

This department is established to introduce new and advance technology in PTCL.

Due to IT department working system is to converted in a computerized system.

Corporate Affairs Department:

This department deal corporate level issues such as PTA, International Telecom
Union, Legal and Regulatory affairs etc.

Special Projects Department:

This department is doing their activities on behalf of president.

BUSINESS OPERATIONS SECTION

KEY OPERATIONS:
a) To look after all the daily operations and to solve incomplete Queries and
issues and report.
b) To utilize line and wire staff to solve the line and wire issues.
c) Responsible for NTC/Restoration/shifting from initial stage to final
destination.
d) Responsible for smooth working of MSAG/MSAN and MM, BB connections.
e) Responsible for timely rectification of MM, BB faults with feedback.
f) Responsible for conducting activities for upselling, recovery and revenue
generation.
g) To configure Broadband and IPTV on online system.
h) To control operations on CRM, MAXIMO and portals of PTCL.

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 i) Provide outstanding support to on visit customers and in solving their
queries and issues.
j) Close coordination with Technical, Development, Project, Contact centers
and other Departments.

MSAG (Multi-Service Access Gateway):

It is a device installed in a telephone exchange or distribution cabinet, which
connects customer telephone lines to the core network. MSAG consists of batteries
with rectifiers, optical transmission and copper distribution frame.
It provides telecommunications operators the ability to extend Broadband services
including IPTV over the existing copper plant. It is fully sealed and weatherproof
and have at least 30 ports of ADSL2+. Cards in MSAG are GELC (gigabit Ethernet line
card) for IPTV, DSL and voice. ALC (Analog Line card) only for voice. ODIT for
extensions of line. GISB (control card for GELC). GISE (control card for ALC).

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GPON (Gigabit Passive Optical Network):
Gigabyte Passive Optical Networks (GPON’s) are networks which rely on optical
cables to deliver information. GPON’s are currently the leading form of Passive
Optical Networks. GPONS offer up to a 1:64 ratio on a single fiber. As opposed to a
standard copper wire in most networks, GPON’s are 95% more energy efficient. In
addition to efficiency, gigabyte passive optical networks provide a low cost
solutions to adding users through splitters which make GPON’s desirable in
populated areas.
A TDMA, time division multiple access, format is used in GPON in order to designate
bandwidths to each ONU (optical network unit). Depending on the service provider
and how they decide to allocate the bandwidth, each ONU can receive a
downstream rate of 2.488 Gbits/s.

The drop cable is used to connect the customer premises equipment to the
network access point. Normally, 2F drop cables are used with only one fiber
terminated and the other kept redundant for maintenance purpose. The drop cable
should be buried in high-density polyethylene pipe from network access point to
the boundary wall. The ONT (optical network termination) receives the signal from
the OLT (optical line termination) and converts into usable electrical signals for the
user’s telephone, computer, TV, or other devices. The optical rosette is installed
near the ONT. It has at least two drop cable entrance points and is suitable to
mount on wall. The drop cable should be properly arranged inside the Optical
Housing Box with built-in placing mechanism before entrance the ONT. The home

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cabling connects the ONT to the user equipment like personal computer, telephone
set, STB etc.
Central location is preferable for the ONT to have maximum Wi-Fi coverage. In case
of double storey house, ONT should be placed near the ceiling or midway along the
stairs.
OPTICAL FIBER:
• Optical fiber is made from thin strands of either glass or plastic.
• It has little mechanical strength, so it must be enclosed in a protective jacket.
• Often, two or more fibers are enclosed in the same cable for increased
bandwidth and redundancy in case one of the fibers breaks.
• It is also easier to build a full-duplex system using two fibers, one for
transmission in each direction.
• Light travels through the optical media by the way of total internal
reflection.
• The bandwidth of the fiber is limited due to the dispersion effect.

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TYPES OF OPTICAL FIBERS:
1) Single mode optical fiber
2) Multimode optical fiber
 Stepped index multimode optical fiber.
 Graded index multimode optical fiber.

SINGLE MODE OPTICAL FIBER:

This type of optical fiber can carry only one mode, physically, by having a tiny
core. The diameter of the core is essentially of the same order as the wavelength
of light passing through it. Only lasers are used as light source. It can support
Gbps data rates over > 100 Km without using repeaters. Single-mode fiber has
much less dispersion but is more expensive to produce. Its small size, together
with the fact that its numerical aperture is smaller than that of multimode fiber,
makes it more difficult to couple to light sources.
MULTIMODE OPTICAL FIBER:
These types of optical fibers allow multiple modes of light to travel along their axis.
The wavelengths of light waves in multimode fibers are in the visible spectrum
ranging from 850 to 1300nm. The reflection of the waves inside multimode fiber
occurs at different angles for every mode. Multimode propagation will cause
dispersion, which results in the spreading of pulses and limits the usable
bandwidth.
Stepped index multimode optical fiber:
In this type of fiber the refractive index of the core of multimode is uniform
throughout the cable. The waves in stepped index fiber arrive at the same point at
different times. This is because multiple modes have different velocities. As a result,
outputs are out of sync and this reduces the bandwidth.

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Graded index multimode optical fiber:
In this type of fiber the refractive index of the core changes radially from the center
of core to its surface. Graded-index fiber has less dispersion than a multimode step-
index fiber by taking advantage of higher-order modes.

The advantages of fiber optic over copper cable:

• Thinner

• Higher carrying capacity

• Less signal degradation

• Light signal

• Low power

• Flexible

• Non-flammable

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 • Lightweight

NETWORK ANALYZER
Network analyzer provides information about line diagnosis, network analysis and
single-ended line testing etc. We perform line diagnosis to troubleshoot customer
and equipment problems and network analysis to assess the quality of DSLs and
connections. A SELT tool is used to prequalify the local loop for DSL services, and to
detect and localize faults after service activation.

Line diagnosis:
The line diagnosis tools are designed to help you quickly detect, resolve, and
troubleshoot DSL outages and equipment problems and to prevent problems from
occurring as part of preventive maintenance.
Key line diagnosis functions are:
Provides immediate diagnoses of equipment failures, performance degradations,
and stability-related problems of DSLs using the following diagnosis types:
• On-demand line state diagnosis inspections.
• On-demand line quality diagnosis and short line quality diagnosis inspections.
• On-demand line quality validation inspections.
• Real-time dashboard inspection.

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Identifies probable causes of line instability that are not isolated by line state
diagnosis:
Perform specific line diagnosis to isolate and troubleshoot the problem without
service interruption.
• relate the customer perception of the problem to the actual line performance.
• delegate the network monitoring tasks based on the available expertise levels.

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The inspection summary page includes the inspections for the current user and for
the entire network. The network stability pie chart provides an overview of the
network DSL health.

SELT (single-ended line testing):

When a SELT inspection is initiated, a SELT measurement is started on the DSLAM.
When the measurement is finished, the data is retrieved from the DSLAM and is
analyzed by the SELT processing unit. The results of the SELT processing are called
the derived parameters. The supported SELT derived parameters include:
• Upstream and downstream capacity
• Loop length
• Loop attenuation
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• Termination type
• Bridged tap location and length (if detected)
All derived parameters are estimations based on the echo response measurement
rather than direct measurements. The SELT inspection results include the SELT
derived parameters but not the echo response itself since it cannot be interpreted
by a human expert.

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 MAXIMO SERVICE PROVIDER
IBM Maximo for Service Providers meets the needs of clients who manage assets
and services for their customers as a business or clients who manage assets and
Services within an enterprise and charge internally for these services.
Maximo for Service Providers supports the business model of an outsourcer that
manages the assets of its customers (Customers can be external or divisions with
in an enterprise) and provides maintenance services for those assets. Using
Maximo for Service Providers the Service Provider can manage customer agreeme
nts. These agreements specify the services that are provided to each customer,
The price charged for managing these assets, and for the individual maintenance
activities performed for the customer.
The key benefits that Maximo offers are:

 Reduction of overhead costs.

 Improve efficiency of operations.
 Replace redundant, repetitive tasks with automated response plans.
 Add new customers easily without the additional overhead of installing
another application instance.
 Increased revenue through accurate pricing.
 Improved cash flow by providing timely and accurate billing.
 Customer pre‐approval of the billing of completed work.

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 SWOT ANALYSIS

PTCL is a big organization regarding all the departments including Finance,

Operations, Technical, IT and Human resource etc. There are several strengths,
weakness opportunities and threats of these departments, which will be discussed
as follow:

Strengths
The Biggest Foreign Exchange Earner:
PTCL is the biggest source of foreign exchange for Pakistan. It earns a lot foreign
exchange form its international traffic.

Adequate Financial Resources:

PTCL earns billions of Rupees as a major source of capital. These adequate financial
resources not only enable the company to copy with any unexpected event but to
deploy its resources to increase product line and services without feeling any
financial difficult.

Leadership in the Market:

PTCL is leading Company to provide telecom facilities in the Pakistan. PTCL aims at
using the latest technology in the field of engineering and IT for its services. It is
also getting constancy from international Companies in order to remain leader in
telecom sector.

Adequate Financial Resources:

PTC learns billion of rupees as profit per year and has enough money in its general
reserve. It also has debit as a major source of capital. These adequate financial
resources not only enable the Company to cope with any unexpected event but no
deploy its resources to increase its product line.
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Modern Technology:
PTCL is running modern technology to develop its products and services and
improve the quality of services. In this connection it has replaced the old exchanges
with new digital exchanges. It has computerized billing system. Due to this
technology thousands of complaints have been reduced. PTCL has also entered in
the business of Mobile phone and Internet services.

Optional Polices and Compensation:

Best and optional policies and attractive compensation packages for employees,
which has really improved their commitment, dedication and hard work towards
the achievement of organization goals.

Wide Distribution Channels:

Easy access to the customers at their residential localities through wide distribution
channel.

Weaknesses
Ambiguity in Strategic Direction:
PTCL is doing business very well but only to that extent to which customers
respond. Although PTCL is generating revenue from its value added services but it
doesn’t have any solid financial strategic outline, which can cope the entire
complex financial situation, and also ambiguity exists in implementation strategic
financial plans. Externally, PTCL has no competitors so it has no benchmark to
gauge financial performance of its different departments with those of
competitors.

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Lack of Human Resources Management:
PTCL has no human resources management department. It doesn’t have clear
policy regarding hiring & training of work force. In PTCL, for most of the jobs there
is no job work & evaluation of performance of employees.

Lack of Training Program:

There is no proper training program to improve the skill of PTCL employees to cope
with ever-changing telecommunication sector. Less skilled & inefficient workers are
creating hurdles in its growth.

No Effective Marketing Department:

There is no effective marketing department in the Organization. There is only
marketing officer working as a manager, further more marketing staff in the field
region is also not available.

Customer Dissatisfaction and Delayed Responses:

Many customer of PTCL are not satisfied with its services because of wrong billing,
late delivery of bills and delayed responses for any fault in the telephone. Some
customer complains that they received their bills in full amount although they have
stayed out of the home and had not use the telephone at all.

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 Opportunities:

a) Growing demand
b) Market development
c) Market penetration
d) Launch of new products
e) Growth in telecom industry
f) Customer awareness of technology
g) Value Added Services
h) Hire technical staff in specific areas e.g. for DSL issues in order to increase
customer satisfaction.

Threats:
a) Strong competition from telecommunication companies.
b) New players in the industry.
c) Security and fraud issues.
d) Cybercrimes percentage is increasing.
e) Political instability.
f) Inflation in the country, may increase the cost of services which will finally
transferred to customers.
g) Rapid raise in Government taxes.

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 FINDINGS AND RECOMMENDATIONS
Findings:
 Lack of time Punctuality of workers and employees.
 No proper procedure of installing new connections due to which the
complaints increase and also some customers lose their confidence in the
Broadband connections.
 Lack of computer knowledge of well designated employees.

Recommendations:

 There must be trainings for technical staff from well know technical
institution of the country.
 The backup should be stand by, because there are so many breakdowns
during the rainy seasons.
 The equipment should be updated so that workers can solve all technical
issues on time.
 The officers may be trained to adopt company culture soft-spoken, good
relations with customers and target oriented.

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