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Report on;

Organization: Pakistan Telecommunication limited

Subject: Contemporary issues in management

Submitted by: Muhammad Khaid Iqbal

Muhammad Bilawal Sher

Muhammad Awais Akram

Waseem Masood

Shahzad Ali Shah

Submitted to: Mr. Zubair Sarfaraz

Discipline: BBA (hons)

Semester: 8th

Date: 20 June, 2014

University Institute of Management Sciences

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi

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TABLE OF CONTENTS: 1. ACKNOWLEDGEMENT:2. COMPANY BACKGROUND:3. PAKISTAN POST AND TELEGRAPH4. PAKISTAN TELEPHONE AND TELEGRAPH (PT&T)5. PAKISTAN TELECOMMUNICATION CORPORATION (PTC)6. PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL)7. SERVICES FOR CUSTOMERS:8. SERVICES FOR THE CORPORATE CUSTOMERS:9. TO ACHIEVE OUR VISION BY HAVING: 10. SWOT ANALYSIS:11. STRENGTHS:12. WEAKNESSES:13. OPPORTUNITIES:14. THREATS:15. MOTIVATION:16. ABOUT MOTIVATION OF EMPLOYEES:17. PURPOSE:18. RESEARCH BASED QUESTIONS:19. IMPLICATION OF MOTIVATIONAL THEORIES IN PTCL:20. MOTIVATION OF EMPLOYEES AT PTCL:21. RECOMMENDATIONS AND SUGGESTIONS:22. CONCLUSIONS:

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ACKNOWLEDGEMENT: First of all, I would say thanks to my Almighty Allah who has given me the strength to complete the project. This report has been written on the Pakistan Telecommunication Limited (PTCL) which is the largest telecom company in Pakistan. PTCL is the Pakistan’s most reliable and largest coverage services carrier which provides all the telecommunication services to the public. Whether it is an office in a largest city or home in a small village, PTCL is present in every corner of Pakistan to serve its valued customers. The report focuses on the motivation level of employees in the PTCL.

COMPANY BACKGROUND: Subcontinent before independence this sector was under the Indian post and telegraph department and developed as a successful industry. The role of telecommunication in Pakistan can be broadly divided in to four phase. The history of telecommunication in the sub-continent is as old as the history of our slavery.

PAKISTAN POST AND TELEGRAPH : At the time of independence and telecommunication services were performed by a single department known as Pakistan post and telegraph (P&T).his department started its telephone service with only 12346 telephone lines and seven telegraph offices all over Pakistan. All the telephone service at that time was manual. This department continues its business up to 1962.the government of Pakistan adopted the government of India telegraph act 188 to control and direct the activities of telecommunication.

PAKISTAN TELEPHONE AND TELEGRAPH : The first step towards reform in telecommunication sector was made in 1962.when the ayyub khan government decided to split up the (PT&T) department into two separate departments Pakistan post and Pakistan telephone & telegraph (PT&T) under the presidential ordinance. The PT&T in fact a civil service department under the minstrel controls. This department was headed by director general. The decision making power was concentrated with the post of dg, whilst the responsibilities were delegated to general managers and chief engineers and general managers reporting directly to the director general. The centralized structure of PT&T caused inefficiency in operations and long delay in implementing decisions. At the time of inception of PTCL the total number of employees working in PT&T was 45686 and total network comported of 922,000.

PAKISTAN TELECOMMUNICATION CORPORATION :

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The decade of 1990s brought about many changes in the economic structure of Pakistan. The government of Pakistan pursued the deregulation and liberalization policy in production and service industry. The major change in this regard was privatization and deregulation of many of the departments of government of Pakistan. The objective was to reduce the burden of the government minimize the bureaucratic influence and improve the efficiency of these departments.A major breakthrough in the history of telecommunication in the country occurred with the gradual deregulation and privatization of t) t, at the first stage Pakistan telephone and telegraph department (PT&T) was converted into a statutory corporation Pakistan telecommunication corporation. On December 5th, 1990 the PT&T department was transformed into Pakistan Telecommunication Corporation with a legal identity separate from the government. This change in the statute introduced by the government of Pakistan enabled PTC to move from administrative to contractual relationship with its customer. It provided the opportunity for the development of telecommunication facilities to an unprecedented level and also for an increased customer satisfaction. Working under the PTCL act noxv111 of 1991, the corporation was responsible for establishment maintenance and operation of telecommunication services telephone telegraph telex, tele fax and data transmission with in the country and establishment of international link with all member countries of ITU (international telecommunication unionPakistan telecommunication corporation in it five years life spread the network of its services all over the country and the total number of telephone lines expanded TP 2127344 in addition to telegraph the telex services. The total number of employees at the end of 1995 was 53705.In addition to inland telephone network PTCL did a lot to improve the international communication. The international communication network of PTCL comprised of variety of satellite earth stations, terrestrial systems, submarine cable system and coastal radio systems, as well as international gateway exchanges.

PAKISTAN TELECOMMUNICATION COMPANY LIMITED (PTCL) Pakistan telecommunication Company Limited (PTCL) is a company established to undertake the telecommunication business formally carried on by Pakistan.Telecommunication corporation (PTCL) Pakistan telecommunication corporation (PTCL) was transformed into Pakistan telecommunication company limited (PTCL) on January 1st ,1996 under Pakistan telecommunication reorganization act 1996 according to which PTCL took over all the properties assets rights and obligations of PTCL. Under the PTCL reorganization act, 1996 the telecommunication sectors were split up into four bodies.· Pakistan Telecommunication Company limited (ptcl)· Pakistan telecommunication authority (PTCL)· National Telecommunication Corporation (NTC)· Frequency allocation board (FAB)

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Pakistan telecommunication authority is a regulatory body responsible for monitoring the telecommunication business in Pakistan. It frames rules and regulation for private telecom companies such as mobile phone companies, internet service providers, paging companies and pay card phone companies. It also issues licenses to the new companies in entering to this business.National Telecom Corporation (NTC) is responsible to provide the telecommunication services to the various departments of government and armed services.Pakistan Telecommunication Company limited is the primary provider of telecommunications services in Pakistan. The range of its services includes basic telephone, telegraph, fax, telex, email, digital cross connect, public data network, internet, isdn, and other digital facilities. The total number of installed telephone lines (Ali) at June 30, 1998 was 35, 19,877 while the total number of actual lines in service (Alis) was 26, 60,898. The difference between Ali and Alis issue to pending and potential future demandsServices OF PTCLPakistan Telecommunication Company limited not only provides Conventional telephone facilities, it also offers optical fibre services to the private sector. There are the product lines that are being offered by the PTCL. Basically services of PTCL are divided into two parts:

1. SERVICES FOR CUSTOMERS: 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 Connections Value Added Services Vfone Connections Evo Broadband Prepaid Calling Cards E- bill payment Digital Facilities Prepayment telephony services

2. SERVICES FOR THE CORPORATE CUSTOMERS: PTCL offers a host of unmatched services to suit the needs of corporate customers. The list of the corporate services is given as under: Universal Access Number Voice Messaging Service PTCL messaging Plus Co- location Centres Universal Internet Number

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Virtual Private NetworkMission Statement of PTCL:

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.To provide a learning environment and tools to help our customers reach their full potential.

SWOT ANALYSIS: Strengths, weaknesses, opportunities and threats are as under of Pakistan Telecommunication Company Limited The

STRENGTHS: The major strengths are: I. The major strength of the Marketing department is that people love to work there because of its good name.II. Sales & Development system of PTCL is well established and selection system is proper and clear. The steps involve in selection process helps to choose a best candidate who can uplift the organization’s success. III. PTCL has a membership with international organizations like APT and ITU, which conducts seminars, workshops and training at PTCL which is very helpful for employees.IV. All PTCL Marketing departments facilitate its employees in a good manner by giving those commission and job security which no other organizations give.V. PTCL Marketing departments have experienced staffs which are only because of the proper hiring system of HR Recruitment department.VI. The proper system of recruitment and training employees are because of the established policies of the HR department. VII. HR department offer good salary packages and allowances which is very good. VIII. The positions and responsibilities of every employee are defined so that no one can interfere in another’s work and it is because of the O.D department of HR. IX. HR department facilitate its employees by giving grant for marriage and education of their children which is helpful for their children future and benefit.

WEAKNESSES: The major weaknesses are:

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I. The major weakness of the HR department is that the appraisal forms are filled by the senior manager of the department but staff does not get any increment on the basis of appraisal forms. II. Training is the need of every employee, but HR department only provide training to engineers while not to other employees. III. Recruitment Procedure of the HR is long that it takes more than a month to select a candidate. IV. There is no proper evaluation after giving training to the employees.V. The policies of HR are determined by the board of directors and top level management while lower management is not involved in policy initiation. VI. The promotion criteria are not defined. Also promotions have no specific time period that’s why most of the employees are not promoted from last six years.VII. Some of the employees having a negative attitude towards the change factor and for this reason there is still a government culture in HR department.

OPPORTUNITIES: I .Increasing literacy rate is providing a bigger pool of educated recruits. II. Emerging technologies like broad band, VPN are providing chance to upgrade the current staff through training and hire new staff. III. The alliance with the ETISALAT can provide the PTCL HR department to chance to show current employees an insight and new technologies the partner is offering to the customers. IV. Increasing numbers of private universities providing the engineering and management studies because of which PTCL has a great chance of catching the more educated and deserving candidates. V. Now a day, change comes day by day because of the new technologies, infrastructure, new interventions and innovation which can help the O.D department to bring new changes and uplift the HR structure and policies.

THREATS: I. Increased competition from telecommunication companies who are attracting talented people, technical staff and graduates on higher salaries which can be a threat for HR department to get good employees.II. Brain drain from the country because of economic crises due to terrorism.III. Slow process of decision making due to government structure. The HR policies are made by the top management which can be delay because of the political crises of Pakistan. IV. Favouritism by politicians.

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MOTIVATION: “Motivation Is Any Emotion or Desire Which So Conditions One’s will that The Individual Is Propelled To Action”

Motivation continues to be a well-researched topic both by academics and commercial firms. The aim of work motivation is to have well-motivated employees as well as having managers with the possibility to motivate others. The focus is on the factors managers use to motivate employees and the differences. The purpose with the study is to provide a better understanding of the employee motivation issues in Pakistani enterprises. In order to reach this purpose, several research questions were asked. Managers have a hard task motivating their employees. Today employees are more motivated by intrinsic factors rather than extrinsic which dominated in the past, but none of the two can be over looked by managers when motivating their employees. The most revealing finding concerning gender and age is that managers do not motivate their employees differently concerning these two variables

ABOUT MOTIVATION OF EMPLOYEES: Managers in an organization accomplish tasks through other people; they oversee the activities of the organization and are responsible for reaching goals. (Robbins, 2005).The key components of a manager’s work involve leadership, negotiation role, decision making, and communication. Managers have formal authority over the Organizational units which are divided into interpersonal, informational and decision role categories. Managers’ work has a lot of varieties and the interaction with personnel is considered to be the core of management. Managers are struggling with changes at work and are actively engaged in a reinvention of management and work. In the past, managers were able to manage with their technical skills alone, but today’s competing and demanding workplace this is not enough, managers also need to have good skills with people. Organizations are facing a more complex world with more competition, individuals are now better to manage themselves, take responsibility and make decisions. The role of manager has changed and today managers guide, support and encourage their Employees. Knowledge and skills of employees are the main productive element in today’s economy and these human assets derives from job satisfaction, commitment and motivation which enable the ability to perform.In order to motivate employees managers has to recognize the patterns that orient and direct behavior of his or her employees. What defined work in the past are not the same today as work has become more dynamic, the employer-employee relationship is less hierarchical and more transactional. Employees have moved away from long-term employment relationships and long-term rewards and the effort are focused on short-term rewards The workplace has also undergone radical changes and organizations are becoming more heterogeneous in terms of gender, age, race ,ethnicity, and sexual Orientation. The workforce is becoming more diverse

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and includes women, people of color, the physically disabled, senior citizens, sexualities, and managing the diversity has become a global concern. Managers need to recognize that people bring their cultural values, lifestyles preferences and differences with them when they come to work. Some

PURPOSE: The purpose of this report to provide a better understanding of employee and investigate and analyze how company leader today can motivate their key employees. How can the provision of key human resources develop a long-term relationship that makes top employees stay in the company? The study aims to establish the procedure leaders apply to motivate employees. Throughout the study we will concentrate on the leader’s perspective which hopefully brings that a more determined analysis is created. The purpose is to illustrate the leader’s view of motivating employees.

RESEARCH BASED QUESTIONS: Each question has been asked from the relevant persons working in the organization.What is the primary aim of your company?How clear are the employees about your company’s principles, priorities and mission?What really motivates your staff?Do employees feel empowered?Are there any recent changes in the company that might have affected motivation?What are the patterns of motivation in your company?Are the employee goals and company goals aligned?How do employees feel about the company?How involved are the employees in the company development?Is the company’s internal image, consistent with the external one?What are the key consequences between leaders and employee motivation?What is the leader’s role when it comes to motivating employees?Do you believe that different employees will be having different needs to be motivated?Does the expectations of the employee regarding the full filament of the targets affect their performance?How you deal with the employees with high self-efficacy?Does the faith of the employees in the organization and the managementaffect their performance?How you manage to motivate such employees because they are not getting what they expected and deserved?

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IMPLICATION OF MOTIVATIONAL THEORIES IN PTCL: Except the theory of hierarchy of needs all others theories are implemented in PTCL. The theory of hierarchy of needs is right up to the extent that the psychological needs must be fulfilled from an individuals to move on towards the next need. But it’s not necessary that two needs can’t exist at the same time. The theory has defined some fixed levels and rigid hierarchy i.e., an individual can’t have self-esteem if his social and physiological needs are not fulfilled. It defines a step by step process. Although, in reality a person who is not earning well can have the safety, social and esteem needs occurring at the same time. In Islamic perspective and according to our culture and values even if a person is not so wealthy he is always ready to help others and to do something for his or her Muslim brothers and sisters and also for the mankind. So it’s not necessary that a person needs to be at a very high level or according to this theory he will think to help others only of all other needs are fulfilled. It’s not necessary that a person whose physiological, safety, social, esteem needs are fulfilled can only think about self-actualization. According to our research ERG is a much better approach for understanding the employee motivation as compared to theory of hierarchy of needs and erg is closer to reality. Managers do have different point of views about their subordinates as well as employees. It depends upon the perception, personality and thoughts of the manager. Mr. Mansour believes that the staff working is not lazy or inefficient but they might not be getting their desired jobs or working environment. So proper meetings shall be called upon with such employees to understand their problems and to help them in solving such issues to retain them in the organization and also to improve their performance

MOTIVATION OF EMPLOYEES AT PTCL: The company has to rely on shift work they know that the work performed makes tributes on the employees and their motivation. PTCL have recognized some very common motivational factors such as salary, working hours and benefits. According to manager Mr. Mansour explains that the salary of the workers is controlled by collective agreements, but PTCL has chosen to pay a salary that is ten percentages higher than the collective agreement as a way to motivate their employees since they know that the work is very demanding. Attempts have been made to improve the shift hours and the company welcomes ideas from employees in order to make improvement of work hours. PTCL wants to engage their employees in health activities, but it is a small number that participate in these activities. PTCL has recognized that good salaries and working schedules are two important motivational factors and the company wants to work with their employees and is very open to suggestions from coworkers for improving matters and the company would like the employees to be able to influence their own working environment. It is very easy for leaders to form an opinion of ascertain group. Not all young people entering the work force want to have challenges, but it is very easy to judge the entire group as a unity.

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Managers at PTCL makes attempt to talk and recognize people who want to work in projects and improve work place. The psychological work environment is considered to be good at PTCL, which includes friends, coffee breaks, parties, gifts, etc. The physical environment still needs improvements. Having fun at work is also very important. Leaders are there to support the fun “activities” that already exist at work and make them even more stable and PTCL has improved well in this area, but in the end it is all up to the individual, each individual is different, but having respect for others as well as for general human values is an important factor. It is important to be respected, respect others and an individual that can show consideration, be present and be confident in one self can be generous with others. When recruiting personnel PTCL looks for managers with the above characteristics. If a leader has self-awareness as well as formal knowledge it might be a good leader for the company

RECOMMENDATIONS AND SUGGESTIONS: My major recommendation is this:PTCL should improve their contact with middle lower level employees’ especially supervisory level and establish internal performance appraisal system to avoid the future complications and to evaluate the employee performance and encouraging them.

1. Due to the potential economic problems of the country and the industry employees should be aware of that the organization will acquire them to work.Harder. Managers have to communicate that the company is dependent on the workers and their dedication to excellence in every aspect of their work 2. The organization has to have close relationships with managers and key employees to establish a plan for attaining increased excellence in every department. The plan could include special financial incentives or perks, employee recognition awards and employee training. Motivating the staff and have them working together will help them focus on what is important, continue doing a great job.3. Before organizing and establishing a plan, the manager has to learn all there is about employee motivation. Focus on processes that help to enhance the involvement of employees at the company and inspire feelings of responsibility for the company's overall success.4. Managers should set up employee suggestion systems, focusing on the topic “How to increase productivity to offset an economic slowdown." Employees are the ones that conduct work tasks on a routine basis and therefore they are the best to suggest improvements and help the company survive hard times.5. The organization has to encourage managers to step to the front lines and becomes pragmatically involved in the day-to-day operations of the business as possible. Many managers

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view themselves as being somewhat better than other employees and this viewpoint can be disastrous during difficult financial periods.6. Managers should be creative and encourage creativity among employees in the organization. Search for ways to improve processes and performance so it might become cheaper, faster and more efficiently

CONCLUSIONS: From the above findings the following conclusions can be made:Managers should use both internal and external motivational factors as it is better to focus on both rather than assuming that one is dominating. Companies have different strategies concerning motivating employees, some are focused on their personnel while other focus on the performance of the organization. A steady person seems to be the most appropriate for a managerial position, but since there exists three other individual traits they cannot be overlooked. Do not focus too much on existing incentive profiles, since they may not be suited for all companies. Managers should be motivated themselves before trying to motivate others, otherwise the effort will be a waste of time for the company. All managers are not necessary good managers; therefore an invisible or informal leadership style might be preferred. Certain job characteristic aspects have greater importance on work motivation than others due to individual differences. Feedback and communicating with employees are a great part of the managerial work task, which contributes to increased motivation.______________________________________________________________________________