To be the leading
Provider in the region by
To achieve 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
Pakistan Telecommunication Company Limited (PTCL) is a mega corporation and a
leading telecommunication authority in Pakistan
provides telephonic and internet services nation-wide
backbone for country's telecommunication infrastructure
manages and operates around 2000 telephone exchanges across the country
the 62% shares remains under the management of government-ownership of state-
owned corporations (SOEs) of Pakistan.
26% of shares and control was sold to Etisalat Telecommunications and the
remaining 12% to the general public in 2006 under an intensified privatization
tion of ERP
Implementation of ERP in T&D
ERP is useful from standardization and lower maintenance to easier and
greater reporting capabilities, typically kept in one database.
The project has been given the. ERP is useful name Project A-SURE, where
A=Agility, S=Security, U=Unity=Reliability, E=Excellence; these are the
objectives of this project.
For company, ERP means a system that will hold data across the whole
enterprise of PTCL / Paknet / Ufone.
.When the ERP system is installed, greater agility in meeting the needs of
customers, suppliers and staff should be possible.
Orientation is given to new employees according to :-
Rules and Regulations of the organization.
kind of Duties and responsibilities to be performed.
tell him/her about Routine Task of company.
Tell him/her about work and also do Communication to colleagues and
Types of Training
On the job training
Of the job training
On-the job Training:
It includes learning by observation of their higher level of employees
Training by supervisor
Training by colleagues
Learning by doing
Off-the job Training:
For off-the job training PTCL have training centers
PTCL training centre
ITC academy Islamabad
From recent 3 years their own former or existing employees give
training to new employees and after training they also evaluate the
difference in performance.
PTCL provides compensation to their employees according the work or
task or goal he/she has achieved in the company .
PTCL provides Different facilities to their employees such as
Free internet service
Free telephone facility at office and home
As the Ptcl growing its position as the leading ICT service provider and
a profit leader, a five year Strategic Master Plan for the Company,
targets, timelines and ownerships was developed by the PTCL
Defining yearly targets on market shares
various voice and data services
Restructuring of the organization
formulation of IPTV
Triple Play and converged services
Investment strategies such as Assets Management for risk
diversification and improved Return on Investments.
Quality awareness program
In order to create quality awareness and skills improvement of PTCL
staff, a 3-year QA plan has been made.
The project is scheduled from March 2007 to December 2009.
Following four types of programmes are under the work plan:-
• Installation Quality Standards
• Quality Auditor Course
• Companywide Quality Awareness
• ‘Train the Trainer Programme’ offered to the faculty of training
PTCL through diversification and assorted products and services could
retain its fundamental presence in the Telecom Sector.
Introduction of DSL Broadband services across major cities with plans
to include more cities in times to come will enhance the revenue base
Stiff competition from other cable based broadband service providers
and local cable operators still persists.
Management in today's
PTCL recently launched three brand new packages for its consumers.
But where every other telecom in the country is slashing its call rates
and finding other ways to make money, PTCL has actually increased its
While almost brilliant in their design, the new packages can and will
inflate your telephone bill quite a bit.
Input TIP from Haripur
internal inputs also from Siemens
Huawei outdoor optical fibre system from Z-T china including DSL
Largest operational network and infrastructure within ICT
(Information Communication Technologies) segment.
An integrated Monopoly
Market leadership in Local loop, Wireless local loop (WLL) and fixed
PTCL (Ufone) is market challenger in GSM segment
Competitors still depend on PTCL network either directly or indirectly
Experienced Telecom Resources
Not been able to nurture its growth around customer services oriented
Internal organizational and business processes issues
Monopolistic culture has further added to its complexities
Over employment & low productivity.
Slow decision making including external interferences.
Have vast infrastructure and real estate assets which can be leveraged
Global connectivity reliability has been improved.
PTCL is expanding the long distance and infrastructure side through
spreading out two sea-me-we submarine cables.
Partnership with new entrants in a deregulated environment.
Increased competition in long distance continues to exert pressure.
Exposure to market competition
Migration to Cellular Networks
Ability to Attract & Retain Quality Professionals
Reduction in International Settlement Rate taxable revenue base
In promotional mix, PTCL’s main stress is on advertising in print and
PTCL periodically places its advertisements in print media on services like
Caller line identification (CLI)
Voice Messaging Service
PTCL Prepaid Calling Cards
Complaint 18, phone bill cards prepaid telephone etc to remind the
customers of these services. Sometimes, corporate ads are also released to
print media to mark special occasions.
PTCL’s Commercials on “Prepaid Calling Card”, “CLI”, “Voice
Messaging”, “Digital Facilities” etc are also broadcast immediately on
electronic media as reminders to customers
PTCL charges 1/3rd rates on national calls from 06:00 pm – 07:00 am
and local calls are free from 11:00 pm to 06:00 am to promote the usage
of its telecom network.
Moreover, PTCL offers special rate packages on special occasions like
Ramadan Package and EID package, which offer customer reduced
rates for specific timings.
For Example, In EID Package PTCL charges half rates from 6:00am -
6:00pm and quarter from 6:00pm – 6:00 am to attract customers to use
its telephone service.
These rates result in increased revenue for PTCL and also facilitate the
customers to talk to their near and dear ones on these special occasions
on affordable rates.
At the moment, PTCL’s Customer Services Centres are playing the role
of sales outlets.
Customers can market telephone calls; send fax messages from these
Customer Services Centres.
They can also get connected their telephone bills and get duplicate
bills from these outlets.
EVO wireless broad band
IPTV service (smart tv)
V – fone
PTCL landline has always been a part of family and providing services
PTCL gives its customers highest quality at very affordable rates along
with attractive packages and Value Added Services to choose from.
EVO Wireless Broadband
PTCL EVO 3G Wireless Broadband is
Pakistan’s fastest wireless internet
which offers its customers – “superior
3G internet experience”.
PTCL EVO gives its customers the
advantage of nationwide roaming
with seamless internet connectivity
Launched in 2007, PTCL Broadband Internet has acquired over 1
Million Broadband customers in over 2000 cities and towns across
PTCL made the broadband technology affordable by lowering the
barriers to entry, by geographically bringing the service within the
reach of a common user across Pakistan
IPTV Service (Smart TV)
PTCL entered the media sector on 14th August 2008.
PTCL SMART TV service using its state of the art Broadband network
employs the IPTV (Internet Protocol TV) technology.
Branded as ‘PTCL Smart TV ’, the service includes Interactive
Television, Broadband and voice telephony all at the same time on
PTCL’s telephone line.
Currently PTCL Smart TV offers its viewers 125 live channels and over
500 Movie titles through its Video- on Demand service.
• The service is available in more than 50 cities across Pakistan
PTCL also continues to be the
largest CDMA operator in the
country with approximately 1.4
million Vfone customers.
It gives the liberty of payment in
both prepaid and post-paid
It offers fixed wireless telephone
for your homes & business
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 :
PTCL employees donate One-Day salary for IDPs.
Donation to SOS Villages
Scholarships for Persons with Disabilities
Collaboration with Universal Service Fund (USF)
Donation to Earthquake victims in Baluchistan
Donation to Benazir Income Support Program
Sponsoring Event at LUMS
Ptcl divide their services into two parts: -
1. Services for consumers
2.Services for corporate customers
1- Services for consumers
These services are basically for the common users(Individual/home
users) those use telephone in their home/work place and they are
basically non business users.
New telephone connection
PTCL is presently the only telecom company, who provided fixed-line
telephony in the country.
So whenever, any Private business concern or any individual needs a
new telephone connection for provision of telephone service.
Value added services:
Caller Line Identification (CLI)
Calling line Identification (CLI) allows customers to identify the
caller before picking up the phone receiver.
Prepaid calling cards
PTCL calling card is the most popular choice of millions of customers
all over the country.
E-Bi lling payment
Billing system is a part of customer services.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
PTCL offers a variety of features to digital exchange customers like:-
Call Transfer on (a) Busy (b) No Reply (c) Immediate
Wake up call
Services for corporate customers
• PTCL is striving hard to facilitate its valued corporate customers at
each level of service.
• PTCL offers a host of unmatched services to suit the needs of the
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), Teleplus (ISDN/BRI), Digital Phone Facilities/
Modification Charges, UAN, UIN.
White Label Services
• PTCL White Label Services are focused on speed and simplicity at
• This will enable our customer to offer their own branded WLL, DSL etc
to customers nationally, together with an array of key support services.
• Ufone (Pakistan Telecom Mobile Ltd) a
wholly-owned subsidiary of PTCL
commenced its operations on 29th January
2001 as a GSM 900 service provider.
• it has expanded its coverage and customer
base at a rapid pace and established itself
as one of the leading cellular service
providers in Pakistan.
• Ufone is now considered to be one of the
most active, aggressive and innovative
players in the mobile sector of Pakistan.
Ufone has always played a pivotal role in the development of the
cellular market in Pakistan.
For the most part, it has been a step ahead in introducing innovative
products to the market.
Ufone was a pioneer in launching the GPRS services and Multi-media
Messaging Service (MMS) in Pakistan,
and lead the way in introducing Post-paid GPRS international roaming
and prepaid international roaming for these services in the Pakistani
market Telecommunication Authority (PTA).
• The customer focus and best offering has allowed Ufone to build a
subscriber base of over 24 million in less than a decade.
• Ufone has network coverage in 10,000 locations and across all major
highways of Pakistan.
• Ufone also offers Pakistan’s largest GPRS & BlackBerry Roaming
coverage available with more than 233 Live Operators across 126
• Ufone changed the image of mobile phones from a luxury only
affordable by the elite, to a necessity affordable by the common man.
• Ufone increased its focus on the youth segment (which comprises 50%
of the population), with the Prepay brand.
• By designing market focused products, Ufone’s brand team launched
aggressive campaigns, which further increased the brand equity.
• Ufone provides International Roaming facility with more than 307 live
operators in more than 140 countries.
• Ufone has GPRS roaming agreements with several international
operators and also provides prepaid roaming facility to selective
• Ufone is proud to have an efficient and friendly customer service
through 23 company-owned Sales & Customer
• Service Centers and nearly 250 franchisees across the country.
• Ufone has network coverage in more than 10,000 locations across the
PTCL accountings and financial system for planning and controlling the
activities are satisfactory.
Privatization of company would improve the working of organization and
its overall efficiency. New partnership Eitisalat is trying to enhance PTCL
status in the Telecom sector and further strengthened the existing strong
bands of friendship between Pakistan and UAE.
PTCL must have to introduce automation in its processes and improve
MIS system. In wake of change of corporate orientation from
engineering to commercial each employee will have to change his
attitude the way he works accordingly. PTCL will have to open up to
reality and the changed world outside to grab business share. New
challenges require new approach from PTCL. Everyone will have to gear
up to achieve better customer satisfaction.