INTERNSHIP REPORT

on
PTCL (Pakistan Telecommunication Limited)

Submitted by :
Usman Ali
BAF-10-51
Bs( Accounting and Finance)
Session (2010-14)

Submitted to:

DEDICATION
This report is dedicated to my sweet Parents who
provide the resources and the respectable teachers of the
commerce department who motivate me how to utilize
the time.

TABLE OF CONTENT
Executive summary
Preface
Acknowledgment
Introduction to the company (PTCL):
Mission, Vision and Core values of PTCL
Business and corporate users of PTCL
Nationwide infrastructure of the PTCL
Competitors of PTCL
Products and packages of the PTCL
Public relation
My work at PTCL
SWOT analysis
PEST analysis
Conclusion
Recomendation
References

EXECUTIVE SUMMARY
PTCL (Pakistan Telecommunication Company) is the leading company in Pakistan.
PTCL has offered a variety of the packages to its customers that suits to their personalities
and needs. PTCL is the source to connect people with each other around the globe. PTCL has
committed, motivated and inspired workforce as their employees. Every employee has a
capability to work individually as well as in groups.
The staff is very co-operative and works in the friendly atmosphere. Marketing
department consists of three portions. These are of media, public relation and corporate
relations. Media department has the responsibility to advertise the products on all the media
channels effectively. Public relation department has the responsibility to maintain relation
with the public through press releases, social networking websites and by filling the social
responsibilities. Corporate sector is responsible for the relationship with the corporate users
or customers of the company.
The competitors of PTCL are ZONG, TELENOR, MOBILINK, NAYATEL and other
small companies. But PTCL is the market leader and have the maximum market share. A
survey has been conducted in the internship for the purpose of analyzing the customer
satisfaction. Results show that many customers are satisfied and want to maintain the
relationship with the company.
The line men of the company should be given some facilities as well as more
accommodations in order to get the company on its routes to the success continuously.

PREFACE
The most important requirement for the completion of BS(A&F) degree is to
take six weeks internship training with an organization of National/international
repute and to write a report on it. The purpose of this training is to give the
practical knowledge of working in the organization.

The PTCL is known as the large organization in Pakistan so I decide for the
internship in PAKISTAN TELECOMMUNICATION COMPANY
LIMITED I learn there that there is the big difference between theory and
practical. PTCL has increased the my practical knowledge so I tried my best to
present all of my findings in this Report, while visiting various departments of
PTCL and gained practically too much knowledge of telecom sector

Usman Ali
Bs( Accounting and Finance)
BAF-10-51

AKNOWLEDGMENTS
Firstly I am thankful to ALLAH almighty who is most beneficial and without
the help of ALLAH anyone is not capable to done the work even the leaf on the
trees cannot move.
I am thankful to my respectable teacher Sir Saif Ullah Qurashi who provide
the opportunity to work in the PTCL.
I am also thankful to all other Teachers of the commerce department who
provide the direction of my new future. I am thankful to my sweet friend
Mahmood Raza and my youngest brother Fakharzaman who help me in the
preparation of internship report. I am also thankful to all staff of PTCL specially
Mr.Asif Hameed (account officer)at the recovery branch, Mr. Salluddin
(Accounts and Revenue Officer )at the marketing branch, Malik Nazir Mahota
(Operation officer ), Mr. Nazar Shah (Assistant Maneger Direct Sales ) for
their valuable guidance and support throughout the internship period. Further all
other executives and staff Members of PTCL deserve my thankfulness For their
cooperation and guidance during the course of my internship.

Usman Ali
Bs (A&F)
BAF-10-51

Introduction to PTCL
PTCL (Pakistan Telecommunication Limited) is the
growing company in the telecom industry of Pakistan
which has more than 95 percent in the market. The
corporation provides and enforces policies for the
telephonic services nation-wide and is the backbone for
country's telecommunication infrastructure despite
arrival of a dozen other telecommunication
corporations.

Vision
To be the leading Information and Communication Technology Service Provider
in the region by achieving customer satisfaction and maximizing shareholders'
value'.
The future is unfolding around us. In times to come, we will be the link that
allows global communication. We are striving towards mobilizing the world for
the future. By becoming partners in innovation, we are ready to shape a future
that offers telecom services that bring us closer.

Mission
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

"Quality" and "Time" conscious customer service
Sustained growth in earnings and profitability

Core Values
Professional Integrity
Customer Satisfaction
Teamwork
Company Loyalty
The core values of the PTCL also explain the futuristic goals and the objectives
of the organization. According to them, PTCL is going to be the choice of the
customers also in the future because of their highly competitive and innovative
products.

Products of PTCL
The detail review of the products of the PTCL is given below:

EVO Wireless Broadband

PTCL EVO 3G Wireless Broadband is Pakistans fastest wireless internet
which offers its customers the superior 3G internet
experience. EVO Wireless Broadband is enabling
the wireless broadband revolution in Pakistan with flexibility to roam freely like
never before.

Whether it is streaming High Definition video or music,

conducting a video conference while simultaneously
browsing the Internet or uploading multimedia
content, in the Nitro Universe everything happens at
the speed of light. PTCL wireless broadband has also
introduced the Pakistans First 3G Enabled NITRO cloud
device which enables five computers to get connected with
broadband at the same time. It let its customers surf and so a lot more in more
than 100 cities nationwide.

PTCL also introduced 3G enabled ENDRIOD

tablet which is also known as 3G TAB that let its
customers surf, tweet and do so a lot more in more
than 100 cities nationwide.

Broadband Pakistan
PTCL Broadband is the largest and the fastest growing Broadband service in
Pakistan. In less than three years of it launch, PTCL has
acquired approximately 730,000 Broadband customers in
over 1000 cities and towns across Pakistan.
With its entry in this market segment, PTCL opened up a
broadband culture in Pakistan, where till a couple of years
back there was very little awareness in the country about
broadband & high speed internet services. 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 and by
continuous
improvements
in customer
care
for
the
service.

Smart TV:

PTCL SMART TV Using its state of the art Broadband network, PTCL entered
the media sector on 14th August 2008, by launching a digital interactive
television service for the first time in Pakistan. Employing the IPTV (Internet
Protocol TV) technology, PTCL brought Pakistan in the list of a few countries
across the globe that offers this state of the art interactive TV service to its
subscribers.
Besides offering the highest digital quality TV picture, the most revolutionary
section of this offering is the ability to rewind and pause live TV channels
through TSTV (Time Shift Television) feature, the ability to block / unblock any
TV channel for parental lock and the ability to search through video on demand
content is also available.

V-fone:
PTCL also continues to be the largest CDMA operator
in the country with approximately 1.25 million V-fone
customers.It offers fixed wireless telephone for your
homes & business

PTCL

Landline

The network has over 6 million PSTN lines installed across

Pakistan with more than 3 million working. Furthermore
installed capacity of broadband is more than 0.6 million ports
spread across the cities and towns of the country
PTCL Landline continues to be the primary choice of
customers for making voice calls. PTCL gives its customers
highest quality at very affordable rates along with a variety of Packages and
Value
Added
Services
to
choose
from.

International Call Rates

International calling has always been PTCLs strength as no

other voice operator in Pakistan can match PTCLs international
connectivity and voice quality. Building upon this strength,
PTCL regularly decreases their International calling tariffs to
facilitate their customers so that they can get connected with
their loved ones all across the world at extremely affordable
rates.
Details:
Affordable internationalrates with 30 seconds billing now customers can call to
20 destinations at economical rate of PRs1.25/30 second.

Fixed;Australia, Belgium, Canada, China, Cyprus, France, Germany, Greece,

Hong Kong, Italy, Japan, Malaysia, Netherlands, Norway, SouthKorea, Spain,
Sweden,
Taiwan,
UK,
and
USA.
Mobile: Canada, China, Hong Kong, USA.

Mobile Bucket Package

In
the
atmosphere
of
highly
competitive
telecommunication industry, PTCL offers Mobile bucket
packages in which customer will be able to make calls
from fixed line to any mobile operator in Pakistan on
discounted rate.

Package Details:
Mobile Bucket 1:
Commercially launched on December 10
200 mobile minutes for PRs. 250 per month
Mobile
Bucket
400 mobile minutes for PRs 500 per month

2:

Double Impact
Double up Unlimited packages were launched in August
2009 to promote Broadband and PSTN with double play
offering. Now PTCL has come up with the all new
Double impact packages which offer a bundle package of
capped
voice
minutes
and
data
services.

PTCL Super Sunday Offer

PTCL Super Sunday offers all existing and new PTCL landline Customers
unlimited free calls from their PTCL Landlines on PTCL Network (Landline
and V-fone) for 24hrs on every Sundays. All PTCL landline Customers will now
be able to make unlimited calls from their PTCL
Landlines on PTCL Network (Landline and Vfone) for 24hrs on Sundays.

International plus Call Package

After the successful revision of International plus, addressing the needs of
customers to make cost-effective international calls; two new packages relating
to European and Far-Eastern destinations are being launched.
European Package:
Package Charges:

PRs. 300 per month

Free Minutes:

250 Minutes per month

Destinations (Fixed):
Spain, France, Belgium, Germany,
Greece, Italy, Netherlands and Norway
Far East Package:
Package Charges:

PRs. 300 per month

Free Minutes:

250 Minutes per month

Destinations (Fixed):
Destinations (Fixed + Mobile)

South Korea and Malaysia

Hong Kong

PTCL International Plus:

Package Charges:

PRs. 499 per month

Free Minutes:

500 Minutes per month

Destinations (Fixed):
Destinations (Fixed + Mobile)

UK and Australia
USA, Canada and China

Landline Wow Package

PTCL announced the special WOW package for residential
customers to remain in contact with their loved ones.
Unlimited On-Net NWD Calls during Off Peak and
Weekends
100 minutes of fixed to mobile calls during Off Peak and
Weekends
Off Peak time: 8 pm to 8 am
Weekends: Saturday and Sunday
Package Charges: PRs. 349 per month exclusive of line rent

Student Bundle Package

Focusing on the needs of the student, PTCL has introduces the broadband
student bundle package for the targeted market of students with its unique
features of 1 Mbps Unlimited Broadband Download, Free Wi-Fi modem in just
Rs. 1,099 monthly as its student basic package for new customers and 1Mbps
Unlimited Broadband Download, 200 On-Net Voice Minutes per month, Zero
line rent for PSTN, Free Wi-Fi modem in just PRs. 1,399 monthly, Unlimited
calls from PTCL to PTCL & V-fone (On-Net) on Sundays as its student bundle
package.

PTCL is offering this attracting package with in 1000 cities in Pakistan with
high access and affordable prices having unlimited downloading option. PTCL
is at the point of creating awareness among the youngsters with high perceived
value after fulfilling its social contribution in the youngsters education.

Landline plus Packages

Basic Plus
Pakistan Plus
International Plus

Basic Plus
Basic Plus is designed to meet the needs of the low usage segment and includes
basic services along with voicemail and call waiting
Pakistan Plus
Pakistan plus Package was first introduced in December 2007 to address the
needs of PTCL subscribers who used to make excessive nationwide calls. The
package continues to facilitate customers even better by now offering 1100 free
NWD
minutes at
a
fixed
monthly
charge
of
Rs.249.

International Plus

PTCL has introduced International Plus that will provide PTCL subscribers
with lowest international call rates and more talk time to the customers who
goes for international calls. Subscribers need not unsubscribe from their existing
package to be able to benefit from International Plus. In fact subscription to
International Plus will enable them to talk with their near and dear ones in UK,
US, Canada, Australia and China for a fixed monthly charge.

Recommended Strategies to Be Follow By

the PTCL at Maturity Stage
Power of less
Slightly better syndrome
Zero risk free entry
The power of vision

Explanation and examples:

Power of less
The less the people to control the system the better the system will work. In other
words there should be less people to control the organizational goals. It will help the
organization to minimize its expenses and increase its profitability for the organization. The
features and options should be less and should not bombard onto the customers.

I-e

(1) apple is the most recognized company today. It has a ideal human resource

investment. When apple was at verge to collapse it has survived itself by eliminating different
extra departments.
i-e

(2) Google has a successful search engine as compare to the yahoo because

Google is just focusing on its search option and have others features on a side while yahoo is
struggling just because they have all different options in just a single page.
So PTCL should mainly focus on its landline products and then to move to its
broadband services. The website of PTCL should give easy and simple explanation of the
products of PTCL

Slightly better syndrome

It explains that the company should have slightly better options as compare to its
competitors on the stage of the maturity. If it is so then it will help the company to retain its
share in the market.
I-e (1) Google has a slightly better option to search anything as compare to the yahoo
and this is the reason that yahoo has 60 percent shareholders in the market.
I-e (2) supposes two cars are there. First car has slightly better options in color, design
or any other feature. It will help that first car to retain and increase its share in the market.
So PTCL should give better options in quality, packages, and prices of the landline in
order to retain its customers in the market. .

How to advertise a company like PTCL

effectively?
There are a numbers of the techniques that can be used to advertiser to advertise a
company effectively. With the bit of effort and investment, one can advertise very efficiently.
Here are given few techniques that affect the image of the company efficiently.

Write a press release

Writing a press release is the best way to generate some free publicity. Try to publish
your companys product in the press. In this regard few things should be followed to make it
more attractive and these are given below in points:

Put the borders on the advertisement

Put red lines on the advertisement
Usage of different colors in the advertisement

I-e Telenor gives its advertisement in DAWN news with highlighted

colors and association of MINAR e Pakistan withthe company.

Personal profiles
Add personal profiles of yourself and your business on social networking sites such as
LinkedIn, Facebook. And all the employees should comment their as users in order to attract
people.
I-e HCG Ultra Drops to Help Your Weight Drop has huge numbers of comments on
Facebook as its users there. They all are explaining its good features and benefits there.

Use your car window

Make a poster and put it in the back window of your car. Put the simple web
address for your business.

Shop windows
If you are holding a local event, many shops will be quite happy to put up a small
poster in their window. Many websites have events pages that do not charge to promote an
event.

Start blogging
It can be a bit time consuming, but if you start a blog on your website,
using software like Word Press or Type pad you can generate more traffic.

Generate reference material for your website

Another useful way to bring people to your website is to write useful reference
material such as free how to guides.

I-e One company that is using this to great effect is the hospital company BUPA.
They wrote a number of health factsheets that they claim now have one million people a
month visiting. While this has taken them quite a bit of effort to generate it is one of the best
examples of free advertising that I can think about and much cheaper than advertising on TV.

PTCL can be advertised efficiently with these strategies. Many of them are still being
followed in the organization but they need to bring an attention to improve them to get more
effective results.

Event management
All the events that are to be held for the PTCL are being managed under the supervision of
the Event Manager in Headquarter Islamabad. The manager who is currently working in the
Islamabad as the event manager is MR. Jahanzaib khan. All these are managed in the nearest
restaurant of the department. All the requirements for events are approved in the authorities in
the headquarters i-e budget. Before the event, event manager submits all the documents
relates to the approval of the budget of the event. After the event, the event manager is
responsible for the submissions of the reports. These reports are utilized for purpose of
capturing the outcome of these events

PTCL survey on customer satisfaction

During the internship, the survey has been conducted on the customer satisfaction of
the PTCL. Customer satisfaction has been divided into three variables i-e retailing, service,
pricing and customer care. The questionnaire has been on the products of the PTCL that are
landline, broadband and wireless devices of the PTCL. The survey shows the result for
customer satisfaction for different packages of the PTCL. The questionnaire that i have
managed in my internship is of wireless devices of PTCL. The result of customer satisfaction
of wireless users is discussed below:

Objectives of the Launch:

To project, PTCL as a socially responsible company actively
participating in the educational sector of Pakistan by providing its broadband
services at economical tariffs for students. Create awareness amongst existing
and new potential broadband customers that PTCL provides the fastest and most
economical broadband services. Create a higher perceived value for PTCL
Broadband service.
Launch Date: 12th July 2012. Communication Plan: Print Ads and
Print media plan attached as an attachment

Contact Persons:
- AasifInam
- Omar Swati
- Amber Nasir
- Ehtesham Ahmed

(EVP Wire Line Business)

(GM PSTN & MMBB HQs)
(Assistant Brand Manager)
(Manager Brand Support)

Note: Kindly pass this MIB to all concerned within your respective
departments.
Press Release
Corporate Communications

Public Outreach &

PTCL introduces the PTCL Broadband Student Bundle Package

Islamabad, July 12, 2012: Focusing on the needs of the student, PTCL has
introduces the broadband student bundle package for the targeted market of students with its

unique features of 1 Mbps Unlimited Broadband Download, Free Wi-Fi modem in just PRs.
1,099 monthly as its student basic package for new customers and 1Mbps Unlimited
Broadband Download, 200 On-Net Voice Minutes per month, Zero line rent for PSTN, Free
Wi-Fi modem in just PRs. 1,399 monthly, Unlimited calls from PTCL to PTCL & V-fone
(On-Net) on Sundays as its student bundle package.
PTCL is aiming to bridge the digital divide by bringing the most affordable
telecommunication services across the country, said PTCL Senior Executive Vice President
Commercial, NaveedSaeed. Broadband Pakistan is revolutionizing the way Pakistan
connects, works and plays.
PTCL is offering this attracting package with in 1000 cities in Pakistan with high
access and affordable prices having unlimited downloading option. PTCL is at the point of
creating awareness among the youngsters with high perceived value after fulfilling its social
contribution in the youngsters education.
As Pakistans fastest and most affordable Broadband service, PTCLs Broadband
student bundle package offers seamless Internet experience, uninterrupted streaming and
fastest downloading speeds. It provides access to rich high-definition multimedia resources
over the Internet enabling students to download files that are helpful in their education.

Impact of Social Media on Public Relations

With an ever increasing universe of data and ways to connect, PR and
communications professionals are in a compelling position to master the new rules for
consumer information discovery, consumption and sharing. As participants and content
creators savvy about the search and social web, PR professionals can directly impact online
brand visibility, customer engagement and acquisition.
A big part of how Public Relations pros can show more value for their efforts is to
understand how the intersection of search and social media provides a powerful means to
reach and engage media and consumers that inspires interaction, sharing and meaningful
business outcomes. Some of the fundamentals online PR and communications practitioners
should seek to understand in the world of Social Media include:
Understand how to develop search & social personas think like your customers
customer. Be able to conduct strategic and on-demand research for keywords and topics

relevant to search and/or the social web. Know best practices for Blogs, YouTube, Twitter,
Facebook and any other digital media produced for news distribution. High level of expertise
with tools to improve quality, efficiency and scale

PTCL social media trend

PTCL is also playing its part in the social media. Although its new but PTCL is
emerging in social media trends, PTCL you tube company channel has total views of 65099.
This channel has total likes of 109 and 12 dislikes. Total shares are 6 while favorites are 13.
The video that has the top views is the video of PTCL Wi-Fi modem with 13380 hits. Top
views with gender viewer percentage are 88.3 percentages of male aged 35-44 years in UAE
while 11.2 percent in Australia aged 25-34 years.
PTCL official media channel has total likes of 24 from Dec 8, 2011 to July 30, 2012.
Total comments are 23 and shares are 11. Video with the top views is of the annual sales
conference 2012. Top gender percentage of PTCL media channel viewer with respect to age
are 27 percent males aged 35-44 years whereas 2.7 percent females aged 45-54 years.
Facebook page of PTCL EVO has total likes of 903 whereas 24 people are talking
about this. PTCL company twitter page has 351 followers, 466 people following and 184
tweets..Viewership has been increased from 61937 at July 12, 2012 to 65099 at July 30, 2012
of PTCL commercial you tube channel. . Viewership has been increased from 6918 at July
12, 2012 to 7734 at July 30, 2012 of PTCL official media channel. . PTCL Facebook likes has
been increased from 6812 at July 12, 2012 to 7188 at July 30, 2012.

PTCL contribution to CSR

Many initiatives have been taken by PTCL for the purpose of the social development
in the society i-e PTCL work with dignity program, PTCL knowledge sharing program,
PTCL make possible initiative, community welfare trust fund and many more. These steps
have been taken by PTCL for the development and the betterment of the society.
For health, PTCL has taken initiative of telemedicine through PTCLs tele-presence. It
was basically healthcare service through the telemedicine initiative. PTCL has also taken

many other initiatives in this regard i-e free medical campuses, first aid training for
employees and their families, employees safety measures etc.
For education, PTCL has taken revolutionary steps in Pakistan. The initiative of free
internet in the remote areas of Pakistan is a great step in this regard by the company. The
objective of this initiative was to enable the children in rural district areas of Pakistan to
access the basic internet. Other initiatives include PTCLs children homes; teach a teacher
program, online school service etc.
For environmental betterment in the society, PTCL always plays its role with great
commitment. The initiative of the Opt green was a great step in this regard. PTCL helps to
reduce the radiance on diesel generators and other environmentally dangerous fuels with its
initiative of connect through wide power. The initiative of the internal green policies was
also one of the successful and great efforts by the PTCL.

Corporate communication:
Corporate communication is the message issued by a corporate organization, body, or
institute to its publics. "Publics" can be both internal (employees, stakeholders, i.e. share
and stock holders) and external (agencies, channel partners, media, government, industry
bodies and institutes, educational and general public).
Public Relations and Corporate Communications are almost the same things with a
little difference between the two terms. PR usually refers to the external environment of the
organization while Corporate Communication as the term highlight is at corporate level in the
organization.

My activity or work at PTCL

During my 8 weeks, firstly I worked at the recovery branch the main objective
is to recover the payment of the default customer.
Defaulter Section:
Customer pay the bills for using the landline, internet facility. This is the
revenue of the PTCL. Due to some reason the customers are unable to pay their
bills for the two to three months continuously. In this situation their connection

will be disconnected. The recovery from the customer is the work of the
defaulter section of the PTCL. If the customer are old user mean using the
facility from the many years then six month wait of the customer to pay the bills
and then their name given to the defaulter list. If the customer is new then wait
for the two month and then give tne name in the defaulter list
Defaulter list contain the information about the defaulter of the PTCL. Like
their name, mobile number, serial number, landline number, default amount and
the address of the defaulter. The officer from the default branch call the
defaulter and request to pay the amount and the officer divide the amount into
the small installment.
When I work there the default amount at the date of 17/6/13 was the 12630774/Rupess. The defaulter of that month was 2557 peoples.
PTCL have the agreement with the Pakistan post to send the notice of the
default to the defaulter. The notice send from the Lahore office.
The software which is being used in the defaulter branch is made by the china
company ZTE. To obtain the information of the customer about the default just
enter the PTCL number of the customer. This software will show the whole
information of the defaulter and also show the amount of the default.
PTCL have another option of receiving the bad debt. If the default amount
exceed the 5000/- and the customer is not willing to pay the amount and the
behavior of the customer with the officer of the bad debt branch is not good then
the in this situation the PTCL sue the case in the court

Customer care centre

Ptcl is a standardized insitute, who worked in well organized and well mannered
way. Now a days, all ptcl official staff perform their operations on online
database system, which is direct linked with Ptcl Head Office Islamabad. Duties
can be of operations, sales, each and every issue regarding bills, payments
punching, debit/credit etc.
Every Employee has their own username and password which may entered to
login the online database system. This online database named as Ptcl Billing

And Customer Care System which is related to the revenue generation and
financing activities mainly.
Ptcl introduces Online bill payment system which is for the well-being of
customer. Almost all types of issues related to bill can be deal within seconds
through this machine. It is now situated in one stop shop (OSS), the main
branch of Ptcl On Dera adda Multan
During my 6 weeks, i worked this online database system Ptcl Billing And
Customer Care System because i am a commerce student and it is according to
my field.
This online database contains four main heads:
Arrear console
Equity console
Miscellaneous
Recovery console
Arrear Console:
Basic aim of arrear console is to restored or closed the services permanently or
temporarily. Arear console further divided into two subheadings:

Manual Block Restore

Block History Enquiry

Manual Block Restore:

It may helps to restore the block lines manually. Blockage normally done due to
non payment of dues and when dues has been cleared, the restoration has been
done through this tab option.

Block History Enquiry:

This option may helps to check the history of blockeges and resords of
customers.

Enquiry Console:
The main purpose of Enquire that matters of what is going on and what is going
to done.
It is further divided into several categories

List history enquiry

DSL history enquiry
User profile enquiry
Pay history enquiry
Debit/Credit entry enquiry
Order history enquiry
Discount history enquiry
Log history enquiry
General enquiry
Column define

List history enquiry:

It may use to know the list of inquiries to be done in past.

DSL history enquiry:

It may helps to know about the enquiries of DSL that were to be done in past.

User profile enquiry:

To enquire about the profile of user, we may use this option.

Pay history enquiry:

It may helps to know about pay history of single customer.

Debit/Credit entry enquiry:

This option may helps to enquire about Debit/Credit entries that whether these
entries is properly passed or not.

Order history enquiry:

In order to know about the booking of order, we use this option.

Discount history enquiry:

If any discount has been given to the customer, each and every information
about discount exist in this option. Discount normally given to corporate and
loyal customers.

Log history enquiry:

In order to know the log history, we use this option.

General enquiry:
For the sake of general enquiries we use this option. Genral enquiries can be
general. It may not deal to any specific matter.

Column define:

In column define, we may given some space for covering the probability of any
mistake of false statements
Miscleneous:
Third tab is Miscleneous. Miscleneous are the things which may not under any
specified heads. We may put different and remaining things in this category.
It contains
Debit/Credit entry
Work flow Tasks

Debit/Credit entry:
This option may helps to enquire about Debit/Credit entries that whether these
entries is properly passed or not. If these entries are not properly passed the
correction maybe easily done through this option.

Work flow Tasks:

Flow of work that is to be done under several circumstances, What is to be done
and what is not, Complete detail of work that is to be done.

Recovery Console:
The main, very frequently used and most important tab in online database
systen is Recovery Console. Recovery Console is mainly related to recovery
and revenue generating activities. This is why it is centered and backbone of
this online database system.
It also contain many options through which many operations can be easily
performed

Bill payment
Corporate bills
Installments apply
Online collection
System batch print
Bill adjustment

Bill payment:
To chek the payment history that payment of bill is properly punched or not
canbe deal through this option. Chect that Whether the status is clear or not, is it
in wotking condition or not working.

Corporate bills:
Information and history of corporate bills can be deal through this option.
Information maybe of any type regarding bills.

Installments apply:
In order to applying for installments, this option may frequently used by the
employee.
Online collection:
This option may helps to know about record and history of online collection of
payments. Whether the payment is trasfered online or not.

System batch print:

This option may helps to set the batch of buills in order to save the time, more
then one bills at the same time.

Bill adjustment:
Any sort of adjustments that is required by the situation can be done through
this option very easily.
Several general understandings that ive learned during my internship
period:

Ive learned that the all the issues related to billing sytem
Ive learned how revenue can be generated by Ptcl
Ive learned that how softwares can be operated by Ptcl staff
Deeply understant the online database of Ptcl Billing And Customer Care
System
Perform Phisically online database system
Ive learned that how to deal with customer complaints
Ive learned that how to react on customers Behaviours
Ive learned that what sort of issues can be arises and how it can be solved by
Ptcl Staff
Ive learned that how sales and promotion activities may accompolished
Ive learned that how marketing activites and stragies van be implemented
Ive learned that what is the better way to deal with customers
Ive learned that how payments can be adjusted if it is overstated of understated
Ive learned that how defaulters may deal
Ive learned thathow payments have been punched
Ive learned about pakeges of DSL, Landline and Smart T.V
Ive learned each and every adjusments of bill
Ive learned the meaning of each anevery stament print on bill

SWOT analysis
Strengths

Latest operational network and structure

Market leader

PTCL (U-fone) is the market challenger in the GSM segment

An integrated monopoly

Innovativeness

Monopolistic culture has further added to its complexities

Sometimes the service is very poor

Slow decision making including the external interferences

Over employment and less productivity

Weakness

Opportunities

Low teledensity of Pakistan

Scope for the efficient and cost effective operations

Partnerships

Pressure for international calls because of intense competition

Exposure to market competition

Migration to cellular networks

Reduction in the international settlement rates

Threats

PEST analysis
P.E.S.T stands for political, economic, social and technological analysis. PEST factors
are sometimes beyond the control of the firm and that is why they are known as the PEST
analysis. These factors are very necessary to understand by the company in order to have a
proper match of the policies. In PEST analysis we are going to discuss the threats as well as
the opportunities for the company.

Political analysis
Pakistan has political instability. This is the main reason that telecom sector like
others is facing a lot of the problems. No one knows when the government will change. And
when government will change rules will be changed. Risk in the raw material, terrorism,
pricing regulation and change in the regulations are also the threats for the telecom sector
specially PTCL in Pakistan.
The factors that create opportunity for the PTCL is the development of the PTA.
Pakistan government have developed this institute for the purpose of the stability in the
telecom sector. Friendly atmosphere is also the positive point that creates the opportunity for
the PTCL in the Pakistan.

Economic analysis
The overall economic situation of the country has been controlled by the state bank of
the country. When we talk about the Pakistan, the situation of the economy is not very sound
for the telecom sector. The overall situation of the financial institutes is not very sound for the
sector. In Pakistan, the financial institutes are controlled by the government of Pakistan
instead of the state bank. The rate of the interest has gone up to almost 21 percent which is
the higher in any country. Because of this telecom industry cannot take loans. The economy is
surviving with the inflation. Recently government has increased the taxes on the telecom
industry.
Low labor cost, policies for foreign direct investments and growing industry in
Pakistan are the positive points in the economy that are attracting the telecom sector in
Pakistan.

Social analysis
Social factors are those factors that are directly related to the people. if the company
works with in the social factors of any area then its business becomes the success. The
Pakistani people are very social. They interact with each other. And that is the main
advantage that PTCL is getting by providing them the better resources and ways to interact
with each other. Population of Pakistan is increasing day by day.

Un-educated people are the threat for the company because they are sometimes unable
to understand the packages offered by the company. Corruption is also the problem but now
the telecom sector is working on it by creating awareness among the people. Although this
sector is providing many facilities to the people but at the same they are getting in like bad
habits in the youngsters.

Technological analysis
Technology is the most known word in the modern world so if there is any
advancement in the technology then the company has to follow it and try to go beyond this.
PTCL is leading in this format because it provides its customers with the many products of
the latest technology. PTCL is changing the attitudes of the people positively by providing
them the latest technology of the world. Because of this latest technology the cost is
decreasing and PTCL is offering the very low cost services to its customers.

Conclusion

PTCL is a true leader of Pakistans telecom industry with its sophisticated broadband
network and unmatchable products and services. Its a matter of great pride that PTCL is
celebrating 1 million broadband customers right after 5 years of its launch in 2007. PTCL
policies are in line with its social role in bringing an intrinsic change in the gender barred and
socially bias society of Pakistan. It has expanded the Broadband services from 3 cities in
2007 to more than 1000 in 2012. The Corporate Social Responsibility Initiatives taken by
PTCL in this regard have turned out to be a great success. The company has not only laid
down the foundation stone for social role of corporations but has also continued aiding the
government in its drive for development and gender impartiality through mass awareness
campaign regarding broadband services. PTCL has been the company striving for the better
future of Pakistan through reducing barriers to communication technology and impartiality in
free flow of information and technology.

Recommendations
PTCL is the huge invested company which has a big infrastructure. The general
managers of the company have many authorities and they are also awarded with many
rewards and huge salaries. PTCL is working very efficiently and have the maximum share of
95 percent of the market but still it is losing its share in the market. One of the main reason
for this is the dis-satisfaction of the lower staff of the company specially the line men. The
need of the time is to facilitate, motivate and satisfy the line man to again rehabilitate the
company.
If the company satisfies the line men properly by offering them the facilities and
affordable salaries then PTCL can overcome its weaknesses. Instead of investing huge
amount of the money or resources on the advertisement or promotion, line man should also
be facilitated or invested in order to get more efficiency in the organization.

References
https://www.youtube.com/user/PTCLMEDIA
http://www.ptcl.com.pk/index__0.php
http://twitter.com/PTCLBuzz
https://www.facebook.com/PTCL.Official
PTCL celebrating 1Million Broadband customers and Breaking Gender Barrier
By Mr. AMJAD

Social media role in improving publicrelations by Mr. AMJAD