INSTITUTE OF BUSINESS ADMINISTRATION

(IBA)
UNIVERSITY OF SINDH
INTERNSHIP REPORT
PTCL (PAKISTAN TELECOMMUNICATION COMPANY LIMITED)
6 weeks:

REVENUE AND COLLECTION , FINANCE , CMC(credit management center)

NAME ：
SAUD AHMED
ROLL NO:
(2K22/MBA/4 YEAR PREVIOUS)
SUBMIT TO : Ma’am SOBIA SHAFAQ SHAH
 TABLE OF CONTENTS
Acknowledgement
Executive Summary
CHAPTER NO 1: INTRODUCTION OF ORGANIZATION HISTORY
Introduction and historical background of PTCL
Vision Statement
Mission Statement
Core Values
CHAPTER NO 2: ALL FUNCTION AND SERVICES PERFORMED BY THE ORGANIZATION
Structure of organization
Department of PTCL
Products Services
CHAPTER NO 3: IN WHAT SECTION YOU WORKED AND WHAT YOU LEARNT
MY LEARNINGS AT PTCL
First & Third Week
Bill Instalment & Correction of Bill
Fourth & Six Week
Bills Receiving Process
CHAPTER NO 4: COMPARISON OF INDUSTRY
SWOT Analysis
CHAPTER NO 5: CONCLUSION & RECOMMENDATIONS
RECOMMENDATIONS
CONCLUSION
 ACKNOWLEDGMENT

First of all, I would like to thank Almighty Allah, who has given me strength and courage to complete

the Internship (project). This report has been written on Pakistan Telecommunication limited (PTCL),

one of the largest Telecom companies in Pakistan. PTCL is the most reliable and largest coverage

services carrier providing all Telecommunication services to public of Pakistan. Whether it is the

office or company in largest city or a small home in a small village, PTCL is present in every corner

of Pakistan for serving its valued customers. My report is focusing on revenue and collection,

finance, credit Management of PTCL Hyderabad Office

Special Thanks to Sir Naseeruddin , Sir Iqrar and Sir Noman, who helped me and encouraged me

to carry out my internship project.

Executive Summary :
The company where I did my internship is called Pakistan Telecommunication Company (PTCL).I was interviewed and hired by Mr.
Awais Shah, the Assistant Manager Human Resource Department,PTCL Hyderabad. My internship the official working hours
starting from 9am to 5pm.During the internship, I Straddled in the department of Finance and Accounts along with the field work
associated with the department, under General Manager (Accounts).
Introduction:
I have prepared this report as an essential requirement for the completion of the degree of Master in Business Administration (MBA).It
has to be written after the completion of six week’s internship, which is a necessary part of the degree completion with the aim to provide the
students with actual life experience and use their knowledge in practical work.
Reason For Selecting this specific Company:

The Telecom Sector is spreading all over the world and it is going to be an essential part of the lives of humans. It is going through a process

of rapid change in the world of technology. In line with global trend and for meeting the emerging demand, major initiatives have been taken

by PTCL to upgrade its network and also to introduce a range of new value added services to satisfy customers. Technology is the need of

today’s customers so I have Selected PTCL for my internship.

Purpose of the Internship:
There are many reason:
1. To fulfill the requirement for the degree of the Master of Business Administration (MBA), a Four-year program from the University of
Sindh.
2. To see the practical world of what we studied during the four years program.
3. To understand how the practical organizations apply the knowledge of the theories.
4. To study the organization for its function and analysis on the basis of the study.
5. To make recommendations on the basis of the study.
 Chapter
Chapter No
No 11
INTRODUCTION
INTRODUCTION OF
OF THE
THE ORGANIZATION
ORGANIZATION HISTORY
HISTORY

Introduction:

PTCL is the sole land line service provider of Pakistan. PTCL is the giant of Pakistan
telecommunication industry and enjoying the monopoly. This part of the report contains a brief
introduction of PTCL.PTCL is a largest Telecommunications provider in Pakistan. PTCL also
endures to be the largest CDMA operator in the country with 0.8 million U-fone customers. The
company maintains a leading spot 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 submarine cables is being expanded to meet the increasing demand of
international traffic.
 Historical Background of PTCL

Pakistan Telecommunication Company Limited (PTCL) is a corporation and a leading telecommunication authority in the
State of Pakistan .PTCL is the largest Telecommunication company of Pakistan. It has reached its service to almost every part
of the country. (PTCL) proud to be Pakistan’s most reliable and largest converged services carrier providing all Tele-
communications services from basic voice Telephony to data, internet, video-conferencing and carrier services to
consumers and business all over the country with more than 2000 exchanges all providing at least the fixed line network
And the dialup internet service. Whether it is an office in the largest city of Pakistan or a home in a small village,
PTCL is present in every corner of Pakistan to serve its customers providing several services.

Some of its services are named below:

 Broadband
 IPTV
 EVO Wireless
 Dialup Internet
 Telephone
PTCL is established since 1947 by establishing Posts and Telegraphs Department, proceeding establishing
Pakistan Telegraph and Telephone Department in 1961, then in 1990-91, It went to become Pakistan Telecom
Corporation, after which in 1996, PTCL became listed in all stock exchanges of Pakistan, further in 1998, its
subsidiaries of Mobile Services, and Internet Services started on the name of Ufone and Pak Net, coming to the
year 2000, it Finalized its Telecom Policy. It also announced in year 2003, the Telecom 7 Deregulation Policy,
finally in 2006, Etisalat (The Telecom Company of United Arab Emirates) took over its Management and it is still
holding the status of backbone for country’s Telecommunication infrastructure despite arrival of a dozen other
telecom Competitors including Telecom giants like Telenor, Chine Mobile, Mobilink and others.

Company Profile:

The following data is added here as the company’s profile

(Pakistan Telecommunication Company limited)

http://www.ptcl.com.pk/aboutusc.php?NID=90

PTCL is all set to redefine the established boundaries of the Telecommunication market and it is shifting the productivity frontier to new
height. Today, for millions of people, we demand instant access to new products and ideas. More importantly we want them for their
better living standards with increased values in this ever-shrinking globe of overs. We are setting free the spirit of innovation.

PTCL is going to be your first choice in the future as well, just as it has been over the past six decades.
Vision Mission

‘‘To be the leading information ‘‘ An organization

and communication technology environment that posters
service provider in the region by professionalism; motivation
achieving customer satisfaction and quality
And maximizing shareholder value” Quality and time conscious
customer service
Sustained growth in earnings
Core value and profitability”
• Professional Integrity
• Customer satisfaction
• Team work
• Company legality
• Corporate information
 CHAPTER: 2
ALL FUNCTION AND SERVICES PERFORMED BY THE ORGANIZATION

PTCL STRUCTURE OF ORGANIZATION:

PTCL 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 President), i.e. SEVP
(Finance), SEVP (Operations), SEVP (Technical), and SEVP (Human Resource Management), SEVP (Marketing and 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 and 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
Accountants to Handle regional Account and billing matters. Managers HR & his staffer responsible to take care of personnel affairs at Regional Level.
In non-gazette staff there are Engineering Supervisors Operations/Switching/Power plant/Optical Fiber system/M.W Media, Revenue Officers, 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 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.

Departments of PTCL:
Every organization is divided into definite departments. Each department performs different kinds of jobs and requires staff with specialized skills to
handle particular jobs. This increases the efficiency of workers and makes `The PTCL Head Quarters comprises several departments. The division is
made on the basis of the 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 Department

2. Finance Department

3. Operational Department

4. Technical Department

5. IT Department

6. Corporate Affairs Department

7. Special Projects Department

PRODUCTS

In addition to wire line operations, PTCL provides fixed line service under the U-Fone
brand name via its nationwide WLL (Wireless Local Loop) network. In the Internet sector,
PTCL offers fixed broadband via traditional copper wire and wireless broadband via EvDO
Rev A and B technology under the brand name EVO. In addition, PTCL has introduced a
3G tab. In the cellular segment, Ufone, Pakistan's second largest cellular provider based
on GSM 800/1900 technology, is also a wholly owned subsidiary of PTCL. PTCL also
Provides some of the world's first commercial HD TV services based on IPTV under the
brand name Smart TV, as well as home surveillance and alarm over broadband under the
brand name iSentry.

SERVICES

(1) New Telephone Connections

(2) Value Added Services

(3) CLI (Callers Line Identification)

(4) PREPAID CALLING CARDS

(5) E-BILL PAYMENT

(6) DIGITAL FACILITIES

 Chapter No : 3
MY LEARNINGS AT PTCL
FIRST AND THIRD WEEK IN REVENUE DEPARTMENT:
In Revenue:
In revenue department, PTCL has 3 system use in
OSS (one stop shop). The revenue system has been
going on them. It depends on computerized system.
Every OSS has one RO (revenue officer) who
monitor the all activity which is done in OSS. It has
many functions like wise:
IN REVENUE DEPARTMENT USE THESE
SOFTWARE FIRST BUSINESS INTELLIGENCE (BI)
CUSTOMER RELATIONSHIP MANAGEMENT CRM
AND CBR SOFTWARE.
• The bill correction
• Installment
• Bills correction
• Retention
• Off line
• Customer Relationship Management
• Duplicate bills
• Customer details
• Check the EVO
• EVO activation
• Complain
• Public Dealing
In OSS, the public dealing is the most common factor which increase the confidence of internee and he learns that
how deals with different customer and how we can manage them.
BILL INSTALMENT
It is the process of making portion of amount which in the shape of bills of customers. The time of instalment of bill
at that time when a customer have need to pay the bill in the portion because amount large, customer want a
instalment of bill.
In a branch there is a officer with the position of REVENUE OFFICER, who is the controller or the head of a branch,
he has authority to make two or three instalment of a bill and instalment only makes on the amount of erries’s bills
not included the current bill. After instalment then to plus with the current bill.

CORRECTION OF BILL
The process of correcting the bills, at the time when bills in heavy amount and to cut the erries of last bill. Other
thing is that wrong bill issue or difference in the digits of bill amount then correction process start.
FINANCE DEPARTMENT:
THIRD AND FOURTH WEEK IN FINANCE DEPARTMENT

Finance is the mainstay of every organization because without finance any organization can’t run
its business.
This department is divided into following three sub-sections:
Finance
Accounts
Revenue
The Finance Wing deals with all the matters related to revenue and accounts 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 revenue wing deals with the collection of bills and customer services. It plays an important role in
determining the long-term objectives.
The details regarding this section will be covered in finance section with reference to my project
FUNCTIONS OF FINANCE DEPARTMENT
• Finance system of the organization
• Accounting system of the organization
• Mobilization of funds
• Generation of funds
• Allocation of funds
• BILLS PROCESSING STAGES:
• Bills receiving
• Scrutiny
• Payment process in SAP
• Printing of chaque
• Signing of chaque
• Dispatch of chaque
 PRINTING OF CHEQUES
PAYMENT PROCESS IN SAP Blank cheque inserted serially in printing for
printing done through login in ID of payment
Payment process in SAP through login ID of payment user user.
Calculation of income tax /retention money The t-code used for cheque printing is FBZ5
Stamping of cheque signing authorities
T-code of f-53 used for creating payment document done after printing
The document number entered on voucher for cheque Cheque number entered over the voucher

printing reference
Voucher is forwarding for cheque

SIGNING OF CHEQUES

Enter Checking of particulars of cheque with the voucher

Signing of cheques counter slip Cheque along with the voucher send to SM finance for signing as
a first signatory Signing of cheque of cheaque form second signatory
Separation of cheque from voucher for dispatch
LEARNING:
Here are some learnings from our PTCL internship:
Telecommunications fundamentals:
We learn about the different aspects of telecommunications, such as networking, voice,
data and about the latest technologies in telecommunications, such as 5G and FLASH FIBRE.
Problem-solving and troubleshooting skills:
We also learn how to identify and solve problems in telecommunications networks. We
learn how to troubleshoot issues and restore services to customers. Teamwork and
communication skills:
I work with a team of managers and other employees of PTCL to solve problems and
implement solutions. We also learn how to communicate effectively with both technical and
non-technical audiences.
 Chapter No : 4
Comparison Industry
PTCL stands for Pakistan Telecommunication Company Limited, which is the largest fixed-line operator and broadband service provider in Pakistan . PTCL
operates in a competitive telecom market, where it faces challenges from mobile operators, internet service providers, and cable TV operators. Some of
the major competitors of PTCL are:

 Telenor Pakistan: Telenor is the second-largest mobile operator in Pakistan, with a market share of 27.6% as of December 2023. Telenor offers 2G,
3G, and 4G services, as well as mobile financial services, digital content, and IoT solutions.
Telenor is reportedly in talks with PTCL for a possible merger or acquisition.

 Jazz: Jazz is the largest mobile operator in Pakistan, with a market share of 36.5% as of December 2023 . Jazz offers 2G, 3G, and 4G services, as
well as mobile financial services, digital content, and e-commerce platforms. Jazz is a joint venture between VEON and Global Telecom Holding.

 Zong: Zong is the third-largest mobile operator in Pakistan, with a market share of 21.5% as of December 2023 . Zong offers 2G, 3G, and 4G
services, as well as mobile financial services, digital content, and cloud computing solutions. Zong is a subsidiary of China Mobile, the world’s largest
mobile operator by subscribers.

 Ufone: Ufone is the fourth-largest mobile operator in Pakistan, with a market share of 14.4% as of December 2023 . Ufone offers 2G, 3G, and 4G
services, as well as mobile financial services, digital content, and e-health solutions. Ufone is a wholly-owned subsidiary of PTCL.

These are some of the main players in the telecom industry in Pakistan, as of 2023. The industry is expected to grow at a CAGR of 3.28% from 2024 to
2029, driven by the development of 3G, 4G, and 5G services, as well as the increasing demand for digital services and solutions. PTCL is likely to face
more competition and challenges in the future, as the telecom market evolves and diversifies.
SWOT ANALYSIS:
A SWOT analysis is a tool that helps to evaluate the strengths, weaknesses, opportunities, and threats of an organization or a project. PTCL is the largest fixed-line operator
and broadband service provider in Pakistan, but it faces competition from other telecom players, such as Telenor, Jazz, Zong, Ufone. Here is a brief SWOT analysis of PTCL,
based on some web sources:

Strengths:

 PTCL has the largest Telecom infrastructure in Pakistan, covering over 2000 cities and towns.

 PTCL offers a wide range of services, such as fixed-line, wireless, broadband, Digital TV, Voice, and Security.

 PTCL has a diversified revenue stream, with income from both domestic and international operations.

Weaknesses:

 PTCL has a high employee turnover and low employee satisfaction, due to poor management and organization culture.

 PTCL has a low market share in the mobile segment, as its subsidiary U-fone lags behind other mobile operators in terms of network quality, coverage, and innovation..

 PTCL has a poor customer service and complaint resolution system, resulting in customer dissatisfaction and churn.

Opportunities:

 PTCL can leverage its existing infrastructure and customer base to office more value-added services, such as cloud computing, e-commerce, e-health, e-education.

 PTCL has expand its broadband and digital TV services, as there is a growing demand for high-speed internet and digital content in Pakistan.

 PTCL can collaborate with other Telecom players, such as Telenor, to create synergies and economics of scale..

Threats:

 PTCL faces intense competition from other Telecom players, who offer cheaper and better-quality services, especially in the mobile and internet segments.

 PTCL faces regulatory and political uncertainties, such as changes in policies, taxes, and security issues, that affect its operations and profitability.

 PTCL faces Technological obsolescence and disruption, as new Technologies and innovations emerge in the telecom industry, such as 5G.
 Chapter No : 5
Conclusion & Recommendation

Recommendation:

Below are the recommendations which I found about the organization during my stay with them for the purpose of internship. If these recommendations are
acted upon, the organization will be in a high profit then it is going now and a high number of customers will be attracted to them.

1. There should be a proper flow of communication between top - and low-level managers.

2. The employees should be sent for the national level training camps so that they can serve the customers in a better way.
3. There should be appointed a well-educated staff for the better growth of the organization (Relevant field).
4. Some setup for the 24/7 support should be made for the local peoples.
5. Some techniques should be developed by the top-level managers to start proper coordination among the different departments.
6. There should be a proper procedure of installing new connections to the new customers.
7. There should be some allowance for the internees for the assigned work so that the organization and the internees both get benefits.
8. Whole finance related offices should be interconnected.
9. Employees should be updated with the latest techniques related to finance.
10. PTCL management should give more emphasis towards customer satisfaction, delight and retention.
11. PTCL Management should focus on their infrastructure.
CONCLUSION:

To fulfill the requirement of the MBA Degree program, I have

completed my internship with PTCL for about 1.5 months. During this
period, I have gained a lot of knowledge and practical experience. I
have practically realized the importance of individual/practical work.
The very important things which I learnt are, like any other basic
sphere of modern socio-industrial activities, Telecommunication is a
main and important field for the development of any country. The staff
of the organization is highly qualified and their behavior is friendly.
Also, the working environment of the organization is very good. So, I
recommend all students who do their internship in the future, should
do the training program with PTCL because this is a very good
institution of learning.
THANK YOU

Saud Ahmed
2k22/MBA/42
University of Sindh