This document discusses planning tools used by Pakistan Telecommunication Company Ltd (PTCL). It provides an introduction to PTCL, including its historical background and mission statement. Planning tools discussed include budgets, probability theory, and scheduling. Budgets are used to allocate resources numerically over time. Probability theory allows PTCL to make expectations about future salaries, employee numbers, investment returns, and other factors. Scheduling and PERT network analysis are also used for planning. The document outlines merits of PTCL such as being organized and balancing resources, and demerits including delays, inefficient complaints handling, wrong billing, and network capacity issues. Recommendations are given to improve customer response, increase network capacity, and enhance the complaints department and billing accuracy