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Sales Management Practices in PTCL

Submitted To:

Sir Asghar Reza

Submitted By:

Mehwish Aqeel – 8403Mazher Uddin Akhter – 7164

Samra Jaffery – 7328 Mahjan – 5775

Aimen Haleem – 8337Nuzhat Jabeen – 6159

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Dedication

This report is dedicated to our course instructor Sir Asghar Reza.

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Introduction

PTCL is an abbreviated form of Pakistan Telecommunication Company Limited and is the backbone of the country regarding Telecom.

The PTCL is the main communication authority in Pakistan which is partly government owned and partly privatized entity. The organization works for the betterment of the telecom while holding about 2000 exchanges in Whole country with the largest landlines structure in the region.

PTCL Overview

Type Public

Traded as KSE: PTC

Industry Telecommunications corporation

Genre Telecommunication

Founded August 14, 1947

Headquarters

Islamabad, Islamabad Capital Venue, Pakistan

Key people Walid Irshaid(President, CEO)Naguibullah Malik(Chairman)Muhammad Nehmatullah Toor(SEVP, CFO)Muhammad Nasrullah

Products WirelessTelephoneInternetIPTV

Revenue  U.S. $1.24 billion (2012-2013)

Net income  U.S. $155.2 million (2013)

Owner(s) Pakistan GovernmentEtisalat Telecommunications

Subsidiaries Ufone GSM

Website www.ptcl.com.pk

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We are going to highlight the sales management parameter in PTCL that are:

Leadership Vision Sales Culture Compensation Training and Development Performance Evaluation

These parameters are further divided into sub parameters which are essential; to find out the role of sales department is balanced in overall organization or not.

1. Leadership vision

Leadership success always starts with vision. It enhances the motivation, morale, and performance of followers through a variety of mechanisms.

1.1. Management Involvement

In PTCL higher administration is truly worried about deals and deals related issue. Their principle destinations are Sales Volume & Sales Growth of the association. For better come about gatherings are led consistently in which all higher administration (President, SEVP, EVP, and Business Team Manager) and KAM (all area South, Central, North) sit together and examine week by week deals and solidifies face throughout deals. Along these lines administration get include to talk about the issues and give legitimate direction.

1.2. Sales in the eye of management

As notice above PTCL and Etisalat Senior Advisory group is specifically included in corporate deals.

1.3. Organizational Communication

Authoritative communication lays the cornerstone to each association for upbringing and prepping the team of the organization. On the other hand, great and viable correspondence is obliged for great human relations as well as for great and fruitful business.

The PTCL take after the both bearings, start to finish and the other way around. Although, sub-ordinate's recommendations are currently divert. The upper level listens to lower level and influences them to participate in the discourse in light of the fact that communication is likewise essential equipment for inspiration, which can enhance confidence of the workers in an organization. Organization ought to have compelling and expedient correspondence approach and systems to evade delays, mistaken assumptions, disarray or contortions of realities and to build amicability around all the concerned individuals and divisions.

1.4. Style of leadership

Leadership style is the manner and approach of providing direction, implementing plans, and motivating people. As seen by the employees, it includes the total pattern of explicit and implicit action of their leaders (Newstrom, Davis, 1993)

The PTCL take after the Democratic authority. This style includes the pioneer including one or more representatives in the choice making methodology (figuring out what to do and how to do it). Be that

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as it may, the pioneer keeps up a definite conclusion making power. Utilizing this style is not an indication of shortcoming rather it is an indication of quality that your workers will regard. This is typically utilized when you have a piece of the data, and your workers have different parts. A pioneer is not anticipated that will know everything this is the reason you utilize learned and gifted individuals. Utilizing this style is of shared profit as it permits them to end up some piece of the group and permits you to settle on better choices.

1.5. Marketing and Sales Conflict

"… Sales offices have a tendency to accept that advertisers are distant with what's truly happening with clients. Advertising accepts the deals energy is nearsighted excessively concentrated on singular client encounters, inadequately mindful of the bigger market, and oblivious to what's to come. In short, each one gathering frequently undervalues alternate's commitments."

In PTCL there is no showcasing for corporate deals, group specifically arrive at corporate office through telephone or by references. Along these lines there is no clash confront between the advertising and deals group as it happens in the other organization.

2. Sales Culture

Each business offers items or administrations, and it’s the level and gainfulness of these deals that will at last manage how fruitful the business will be. Keeping in mind the end goal to expand the achievement of any business it’s along these lines worth putting time and exertion into nurturing a company-wide sales culture.

2.1. Ceremonies

PTCL’s welcomed their countrywide sales management teams comprising consumer sales, direct and indirect sales, corporate sales, contact centers, one-stop shops, wire-line and wireless departments to shares their ideas which help PTCL to become more efficient and effective and also to enhance the product and services which help to boost up the customers mind. Senior officials from the company’s Commercial, HR and Marketing departments, GM from different Regions also become a part of the conference

2.2. Story

Most of the company does not rely on PTCL like PSO because they think that the quality services that a PTCL gives are not according to their requirement. Most of the PTCL salesperson tried to make them wrong and can sell their services to PSO. One of the sales representative of PTCL Mr. Shehzad make it possible by convincing PSO and PTCL become successful to grab the T - account of PSO. For doing this Mr. SHEHZAD gets the rewards from their senior executives.

2.3. Symbol

PTCL changes many symbol time to time but after its privatization Etisalat suggest this symbol hello to the future which means we will provides our customers the latest technology

2.4. Selling Methodology

PTCL prefers teamwork and they also gives full awareness to their employee about the products to make the sales successful. If the employee will not have the full awareness then he / she will not be

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able to sale the product. Other than this aggressive sales campaign and package development were additionally attempted therefore, client base of IPTV administration expanded by 56% throughout the year.

2.5. Language

English and Urdu both the languages are used in PTCL and it can formal and informal on the basis of present situation and customers.

3. Compensation

PTCL management has been failed to design pay plan for its employees. Thus the employees cannot enjoy company-profit like many corporate companies; they also cannot receive pay offered by the government to its employees. PTCL hires people at market-based salaries, but their pay-packages are quite disturbing and discouraging for the employees. Because in most of the areas two or three employees or more that is working at the same levels get different packages. So, this difference needs to be removed. Also, there is a gap between salaries of regular and contract based employees which also need to be bridged. PTCL has to try to match with other companies in pay and benefits so that their employees do not leave due to discrimination in salaries. Due to blockage of channel of promotion and lack of career growth and less salary employee dissatisfaction is high. There was a time when salaries of PTCL employees were used to be very high than the rest of the government employees, but now their employees are getting far less pay than their competitors in other government sectors, that’s why they cannot make their two ends meet in this increasing inflation.

3.1. Quota Setting

In the previous government 75 percent sales quota was given to south but now quota setting in south is unrealistic and unachievable. Previously 70% sales quota was meet from south but now PTCL is shifting their business to central Punjab and north areas. This is the regional sales quota and further division of sales quota is segmental which is key account managers but now a day’s quota setting at managerial level is also unrealistic that’s why cannot be achieved. PTCL platinum customers are HBL, UBL, BANK AL FALAH and south’s majority revenue is based on them.

3.2. Fixed Salary

Sales representative’s salaries are fixed in PTCL. Weather they achieve their sales target or not their salaries are fixed. Fixed salaries of PTCL employs are according to the government’s pay plan.

3.3. Commissions and its delivery to employee

At the corporate level there is no concept of commission in PTCL sales representatives salaries are fix at a certain amount weather they achieve their target or not. Before Etisalat commission and its delivery to employees at labor level was vary unstructured lineman asked for large amounts for giving telephone connections and fixing of problems but after handling over to Etisalat, commission and its delivery to employees become very structured. Now lineman can get Rs 100 on ever problem solving related to line which is reported by customers.

3.4. Trips

No trips are allowed to PTCL sale reps only trips for meeting at different cities within the country is offered to employees from PTCL.

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3.5. Fringe benefits

PTCL has made structured pay plans for their employees after 2010’s employee and management negotiation. Now they increase salary once in a year, Increments are based on experience; all Bonuses are on performance based, and allowances, free internet service, free telephone facility at office and home, transport facility, medical facility and accommodation facilities are given as fringe benefits.

4. Training and development

It concerned with organizational activity aimed at bettering the performance of individuals and groups in organizational settings. It has been known by several names, including "human resource development", and "learning and development".

In case of PTCL, they consider their employees as assets therefore training and development plays an important role not in lower level of hierarchy but also at higher level in January 23rd- 2012, PTCL trains 115 senior executives for high effectiveness also PTCL encourages employee’s development.1

For training and development company is focusing on these major areas:

4.1. Hiring criteria

There are two hiring criteria:

1. Indirect hiring (Within organization/ Promotion on seniority basis)2. Direct hiring

For direct hiring, PTCL offers internship programs, direct online recruitments and advertise vacancies in one of the following departments:

Accounts & Finance Audit Business Process Commercial Corporate Affairs Corporate Strategy Customer Care HR & Administration Information Technology Legal Affairs Marketing Medical Operation Public Relations Sales & Distribution Technical Training & Research WLL Engineering

The potential candidate must be hard worker plus having sound knowledge for the required field.

4.2. Orientation to company

Since PTCL is an administration based organization in this manner they accepted that part of preparing and advancement in an administration included relationship is commonly all the more in correlation with what it has in an assembling included association. This part gets to be huger in a circumstance where the need to change authoritative society is well-known as the most obvious issue and the hardest barrier on the best approach to hierarchical development.

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4.3. Ongoing training (Functional and Soft skills)

PTCL gives both useful level preparing and in addition managerial (soft skill) preparing. According to organization standards the aptitudes need to be created, ability need to be upgraded for which preparing and improvement office is available to them to provide food their preparation needs. Also, preparing need dissection of OSS (One Stop Shop) staff was likewise attempted to enhance administration conveyance. An Annual Training Calendar for administration staff was presented which encouraged extensive preparing projects to improve aptitude sets as well as to make consciousness of the tests and open doors in the business. For non-administration staff, delicate abilities preparing projects were attempted to enhance the conduct in this way enhancing associations with inner and outer clients. They guarantee that preparation and advancement group might never miss an open door to help towards the improvement of the organization. Preparing and Developments is assuming a fundamental part in changing PTCL from a legislature segment association to corporate division organization. They think about every representative of the organization as their client and immovably accept that gathering their desire might help them to attain client fulfillment. Business work and unified obligations were completely rebuilt with the goal to encourage administration conveyance to the clients by territorial administration as their prime obligation. To further enhance and streamline the courses of action according to today's business substances, the new HR Policies Manual was sanction by the Board and is, no doubt executed all around the association.

4.4. Job enrichment

Skill assessment of corporate deals staff was conveyed out to recognizing the zones of change in this way furnishing the concerned staff with most recent available skill sets to do their obligations successfully.

For the recognized successors (Succession Planning Exercise), improvement anticipates distinctive foundation is continuously embraced. Additionally, PTCL's hajj Scheme kept on being gained well by representatives whereby main 10% entertainers were given the opportunity to be chosen to perform hajj at Company's costs through a destination balloting framework.

4.5. Support for education

As a component of its Corporate Social Responsibility (CSR) activity, Pakistan Telecommunications Company (PTCL) partook in Afaq Educational Expo-2012 in Quetta to expand help for instruction in Baluchistan and make mindfulness about most recent Information and Communications Technologies.

The three day long expo expected to give the best and effective instructive & taking in environment to the adolescent of Baluchistan. The expo gave a stage to instructive establishments and instructors to impart their mastery to people. Different organizations likewise showcased their items and administrations.

PTCL sees it as its corporate obligation to help and partake in such occasions to outfit the inventive potential of the young. People, educators and open went by PTCL stall where they encountered the most recent offerings of PTCL through live exhibitions by exceptionally prepared PTCL staff at the event.

The presentation gave a huge open door to the young to showcase their abilities and abilities through Science Exhibition, Science Quiz, Art Competition, Games and Mathematics Quiz.

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PTCL most recent 3g EVO Wingle and different remote items remained one of the highlights of the show and created enormous investment.

5. Performance evaluation

A performance criterion is a description of the characteristics, which will be in consideration when judging of performance task occurs. This foundation holds significantly more than how a representative does the work. Workers are appraised on how well they do their employments contrasted and a set of norms controlled by the business.

5.1. Frequency of evaluation

Executives perform work execution assessment on a yearly or half-yearly premise. The reason for this is to give workers differentiation when work is carried out well or bring up issues that need consideration. There are no situated in-stone controls about the recurrence of occupation execution assessment, as it is dependent upon the business and the organization arrangement being referred to. In PTCL they utilize quarterly based assessment for representative.

5.2. Criteria for evaluation

To measure the execution there are few and benchmarks and benchmarks, which an association need to take after, on account of PTCL as well. Their fundamental destinations are as follows:

Improvement in Performance Effectiveness, Efficiency, Productivity, Motivation Training & Development Needs Career Planning & Development with Personal and Employee Development Staffing (Recruitment & Selection)

5.3. Methodology

There are numerous execution assessment strategies however in PTCL they utilize Rating scale for execution assessment.

RATING SCALE

Every Employee quality or trademark is evaluated on a bipolar scale that typically has a few focuses going from "poor" to "incredible" (or some comparative course of action). The characteristics surveyed on these scales incorporate worker qualities, for example, collaboration, correspondences capacity, activity, timeliness and specialized (work aptitudes) capability. The nature and extent of the attributes chose for consideration is constrained just by the creative energy of the scale's fashioner, or by the association's have to know.

5.4. Feedback on evaluation results

In PTCL, feedback criteria is of two ways that is managers can give feedback to their subordinates as well as subordinates also give feedback to their managers. And if the issue is about of concern they take it into consideration (in both ways).

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5.5. Rewards

It is a framework in which a representative is remunerated on the viable and productive obliged execution. PTCL has an extremely sorted out and powerful remunerate framework as stated by the principles and regulations of Government of Pakistan. The prizes, profits, recompenses that are offered by PTCL for its representatives and laborers and officers are as takes after:

FINANCIAL REWARDS

Pension 60% to 65% of basic pay Disability Pension as per Government Rules Death Benefits Funeral amount + 5-6 month pay Loan Facility Car & motorcycle loan will be deducted from monthly salary Provident Fund 8.25% of salary + interest of 15%

NON-FINANCIAL REWARDS

Maintenance Company provides maintenance of Employee’s car & motorcycle Pick & Drop Busses are used for this purpose Accommodation Own flats for lower staff (1 - 15thgrade) Colonies and Full furnished houses for high rank officers and Top management (17th to 21s Grade Officers).

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Matrix

The weight assigned as per the importance of each parameter in company where1= low and 5 = high (at 5 point of scale) and 0 = nil.

Sales Management Parameters

Sub Parameters Score

Leadership Vision

Management’s involvement 4 25Sales in the eye of management 5Organizational Communication 4Style of leadership 3Marketing vs. Sales Conflicts 2

Sales Culture

Ceremonies 3 25Stories 4Symbols 2Selling methodology 4Language 4

Compensation

Quota Setting 2 25Fixed Salary 5Commissions and its delivery to employee 0Trips 2Fringe benefits 4

Training and Development

Hiring criteria 5 25Orientation to company 4Ongoing training (Functional and Soft skills) 4Job enrichment 3Support for education 3

Performance Evaluation

Frequency of evaluation 4 25Criteria of evaluation 4Methodology 2Feedback on evaluation results 3Rewards 4

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Radar

Conclusion

The radar chart shows that there are imbalance sales parameters in PTCL therefore focus on less considerable areas.

Leadership Vision

Sales Culture

Compensation

Training and Development

Performance Evaluation

0

5PTCL sales' parameters

Weighted score

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Appendix 01(Questionnaire)1. Brief introduction of company

2. Please let us know in brief about following:

a. Sales culture:

Ceremonies and rites Stories Symbols Language

b. Basic compensation

Salary Commissions Fringe benefits

c. Special financial incentives

Bonuses Contests Trips

d. Non financial rewards

Opportunity for promotion Challenging work assignments Recognition

e. Sales Training

Initial Ongoing Sales meetings

f. Leadership Style

Personal contact

g. Performance evaluation

Method Performance Activity Publicity

Thank you for your time

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Appendix 02(Visiting cards)