INTERNSHIP REPORT

Pakistan Telecommunication Company limited,

National Telecommunication Company,
Multan.
RABBIA KHALID
BBFM-19-22
(2019-2023)

Institute of Banking & Finance,

BAHAUDDIN ZAKARIYA UNIVERSITY,
MULTAN
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 Dedication

I want to bestow my work to PAKISTAN TELECOMMUNICATION COMPANY LIMITED for

providing me such platform to work with great personalities and specially dedicate my work to
INSTITUTE OF BANKING & FINANCE which enables me to enter in such organization.

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 Acknowledgement

First of all, I thank to ALLAH ALMIGHTY to help me during this internship session that is the most
merciful and benevolent.
I am grateful to Ma’am MARYAM ARIF for nominating me to such leading organization in Pakistan.
The great thank to
SIR ADNAN BUKHARI (SM FINANCE),
SIR SADIQ SHAH (SM R&C) and
SIR TARIQ ANSARI (SM R&C)
Who guided me in each and every aspect of internship.

The most importantly, I thank to

SIR KHALID ADIL (Assistant Managers Accounts and Payments),
SIR NADEEM AKHTAR (Assistant Managers Accounts and Payments) and
SIR RASHID SAEED (Finance Coordinator) PTCL Multan,
for taking part in useful decision & giving necessary advices and guidance and arranged all
facilities to make life easier. I choose this moment to acknowledge their contribution gratefully.
I am also thankful to
SIR SALLAHUDIN (AM),
such a nice person and brilliant worker at R&C MTR PTCL. He did not only guide me about
operations in R&C Department during internship program but also proved a true mentor in gaining
practical knowledge. I also thank to my parents for their prayers and my mates to spend internship
session with ease and fun.

Thank you!

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 Executive Summary

The report has been divided into six chapters, which are in the following order;

1. First Chapter includes Introduction, a brief history of PTCL, its mission, strategic vision, core
values and objectives and at the end describes the subsidiaries maintained by PTCL. It describes
organization structure and detail discussion about products and services provided by PTCL. It
also describes marketing strategy of PTCL in a brief way.
2. Second Chapter consists of my grooming, personal experiences in the PTCL and my experience
of professional life and student life. This chapter is mainly about my grooming that how this
internship helped me to enhance my skills. The departments where my internship was carried out
were Finance and Revenue and Collection Department.
3. Third Chapter explains financial analysis of PTCL. Then its SWOT analysis and also I provided
the suggestions and recommendations.
4. Fourth Chapter includes ANNEXURE.

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Table of Contents
CHAPTER 1: INTRODUCTION ...............................................................................................................................9
1.1. HISTORICAL BACKGROUND .............................................................................................................10
1.2. VISION ....................................................................................................................................................12
1.3. MISSION..................................................................................................................................................12
1.4. CORE VALUE & CULTURE .................................................................................................................12
1.5. CORPORATE VALUES..........................................................................................................................13
1.6. OBJECTIVES...........................................................................................................................................14
1.7. BUSINESS VOLUME .............................................................................................................................14
1.7.1. No. of shares .....................................................................................................................................14
1.7.2. Future Outlook..................................................................................................................................14
1.8. ORGANIZATION CULTURE ................................................................................................................15
1.8.1. Board of directors .............................................................................................................................15
1.8.2. Management .....................................................................................................................................16
1.9. ORGANIZATIONAL STRUCTURE OF PTCL .....................................................................................17
1.10. SUBSIDIARIES OF PTCL ..................................................................................................................18
1.10.1. Ufone (Pak Telecom Mobile Ltd) ....................................................................................................18
1.10.2. U Microfinance Bank Limited ..........................................................................................................18
1.10.3. DVCOM Data Private Limited .........................................................................................................19
1.10.4. Smart Sky Private Limited ...............................................................................................................19
1.11. PRODUCT AND SERVICES ..............................................................................................................19
1.11.1. Products ............................................................................................................................................19
1.11.2. Services.............................................................................................................................................21
1.12. REGIONAL OFFICES .........................................................................................................................22
1.13. PTCL DEPARTMENTS ......................................................................................................................23
1.13.1. Human Resource Management Department .....................................................................................24
1.13.2. Finance Department..........................................................................................................................25
1.13.3. Commercial Department...................................................................................................................25
1.13.4. Operational Department ...................................................................................................................25
1.13.5. Technical Department.......................................................................................................................25
1.13.6. I.T Department .................................................................................................................................26
1.13.7. Corporate Affairs Department ..........................................................................................................26

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 1.13.8. Social Projects Department ..............................................................................................................26
1.13.9. Marketing Department ......................................................................................................................26
1.13.10. Customer Care Department ..........................................................................................................26
1.13.11. Revenue Department ....................................................................................................................27
Chapter 2: My Grooming .........................................................................................................................................27
2.1 PTCL Departments Where I Have Worked ..............................................................................................27
 Finance Department..................................................................................................................................27
 Revenue and Collection Department ........................................................................................................27
2.2 My Projects and Responsibilities .............................................................................................................27
2.1.1 Pre-Auditor .......................................................................................................................................27
2.1.2 MINUTES OF MEETING ...............................................................................................................28
2.1.3 Power payments................................................................................................................................29
 Bill Printing & Distribution ......................................................................................................................32
 Issuance of Duplicate Bills. ......................................................................................................................32
 Error Correction of Bills. ..........................................................................................................................32
 Collection of Defaulter Amounts .............................................................................................................32
2.1.4 Credit Monitoring Policy ..................................................................................................................32
2.1.5 Training Programs ............................................................................................................................33
2.3 Personal Learning Objectives ...................................................................................................................33
2.4 What I Have Learned In PTCL.................................................................................................................33
Chapter 3: Financial and Operating Highlights .......................................................................................................35
SWOT Analysis ....................................................................................................................................................40
a. Strength ....................................................................................................................................................40
b. Weakness ..................................................................................................................................................40
c. Opportunity...............................................................................................................................................40
d. Threats ......................................................................................................................................................41
Conclusion ................................................................................................................................................................41
Recommendations ....................................................................................................................................................42
References ................................................................................................................................................................42
Chapter 4: Annexure.................................................................................................................................................42
BIWEEKLY 1&2 ..........................................................................................................................................................45
Pre-Audit Check List ........................................................................................................................................47
BIWEEKLY 3&4 ..........................................................................................................................................................49
Trainings:..........................................................................................................................................................50
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BIWEEKLY 5&6 ..........................................................................................................................................................51
RMS: ................................................................................................................................................................52
CRM: ................................................................................................................................................................52

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 CHAPTER 1: INTRODUCTION

PAKISTAN TELECOMMUNICATION COMPANY LIMITED

NATIONAL TELECOMMUNICATION COMPANY,

MULTAN

Pakistan Telecommunication Company Limited is the leading telecommunication company in Pakistan.

The company provides telephonic and internet services nationwide and it is the backbone for the
country‟s telecommunication infrastructure despite the arrival of a dozen other telecommunication
corporations including Telenor Corps & China Mobile Ltd.

The Corporation manages and operates around 2000 telephone exchanges across the country, providing
the largest fixed-line network. The Pakistan Telecommunication Company Limited is all set to dispense
with nearly 30,000 employees. The services offered by the PTCL includes Landline telephone,
broadband services, EVO, EVO 3G WINGLE, Smart TV and „UFONE Mobile services as a subsidiary.

The details of the shareholding in the company till now is that from 100% shares of the company 62%
is owned by the government while 26% was sold to Etisalat Telecommunications under the privatization
program run by SHAUKAT AZIZ in 2006 the remaining 12% are sold to general Public in the same
year. Etisalat has been the telecommunication service provider in the UAE since 1976 and stands 140th
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among the financial times top 500 corporations in the world in terms of market capitalizations. The
successful privatization of PTCL is hailed as ushering in a new era for telecommunications in Pakistan.
There have been various changes in the company due to privatization. Such examples include the VSS
(Voluntary Separation Scheme for its employees), ERP (SAP based), restructuring B&CC (Billing and
Customer Care Software) etc. Another seemingly minor change was change of brand identity (logo) that
will present PTCL's new face after privatization, with greater focus on customer satisfaction and
bringing about new advancements in telecom for Pakistani consumers.

1.1. HISTORICAL BACKGROUND

Founded in 14 August 1947, in 1947 the beginning there was no concept of PTCL in Pakistan rather a
department “Posts and Telegraph Department” exists which is used for communication. In 1962 a
department was established “Pakistan Telephone and Telegraph department” replacing the first one in
those days the service was provided by the organization as a state owned entity later on in 1991 the
government took the decision to privatize the PTCL in 1994 govt. work on it and in 1996 shares are
given to people holding vouchers. In 2005 government decides to fully privatize the PTCL and sold the
shares to Etisalat which led to country wide protests and strikes by the PTCL workers.

The Pakistan Telecommunication Authority was established as the Telecom Regulatory body.
Telecommunication (Re-Organization) Act 1996, the basic telephony was put under exclusivity and
PTCL was given a seven years monopoly over basic telephony which ended by December 31, 2002.
PTCL is the sole land line service provider of Pakistan. PTCL is the giant of growth in the mobile phone
sector in Pakistan which doubled its subscriber base to 60 million. PTCL launched its mobile and data
services subsidiaries in 2001 by the name of UFONE and PAKNET respectively. UFONE had increased
its market share in the cellular sector. The PAKNET brand has effectively dissolved over the period of
time. PTCL has largest network and huge infrastructure for it‟s more than 4,405,161users. PTCL has
listed on Karachi Stock Exchange, Islamabad Stock Exchange, and Lahore Stock Exchange.

Pakistan Telecommunication Company Limited (PTCL) is the largest integrated Information

Communication Technology (ICT) Company of Pakistan. With a humble start from a telephone and
telegraph department in 1947, it has evolved to offer latest digital and telecommunication technologies
today. With the largest fixed line network of the country, PTCL offers products and services like high

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speed Broadband internet, CHARJI wireless internet, and Smart TV (IPTV) service, over-the-top (OTT)
applications like Smart Link App, Smart TV App and Touch App, and world class digital content like
Netflix, iflix and icflix. PTCL‟s enterprise grade platforms like Smart Cloud, Tier-3 Certified Data
Centers, Managed Services and Satellite Services are meeting the connectivity needs of organizations
and enabling businesses to operate more efficiently. It acts as the communication backbone for the
country with largest fiber cable network that spans from Khyber to Karachi and submarine cables
connecting Pakistan to the world.

Historical Background: 1947 Posts & Telegraph Dept. established

1962 Pakistan Telegraph & Telephone Dept.

1990-91 Pakistan Telecom Corporation ALIS: 850,000
Waiting list: 900,000 Expansion Program of
900,000 lines initiated (500,000 lines by Private
Sector Participation 400,000 lines PTC/GOP own
resources).
1995 About 5 % of PTSL assets transferred to PTA,
FAB & NTC
1996 PTCL Formed listed on all Stock Exchanges of
Pakistan
1998 Mobile & Internet subsidiaries established
2000 Telecom Policy Finalized
2003 Telecom Deregulation Policy Announced
2005 26 & Shares by Etisalat UAE through open
bidding
2016 Ufone Contract
2017 PTCL also offers digital TV services based
on DVB-IPTV with the brand name of Smart TV
2018 PTCL partnered with Netflix, the world‟s leading
streaming content provider, to give customers
access to quality international content.

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2019 PTCL Fair Usage Policy (FUP) is a practice
ensuring that an optimum internet experience is
available to the maximum number of users.
2020 PTCL also started offering flash fiber services to
their existing customers to ensure a continuous
improvement in overall service standards.
2021 E-billing and customer friendly
.

1.2. VISION
“To be the leading information and communication technology service provide in the region by
achieving customer satisfaction and maximizing shareholder value”

To be the leading and most admired Telecom and ICT provider in and for Pakistan.

1.3. MISSION
“To be the partner of choice for our customers, to develop our people and to deliver value to our
shareholders.”

To achieve our mission by having:

An organization environment that posters professionalism; motivation and quality.

Quality and time conscious customer service.
Sustained growth in earnings and profitability.

1.4. CORE VALUE & CULTURE

Professional Integrity Teamwork Customer Satisfaction Loyalty to the company

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 1.5. CORPORATE VALUES

We Care We Embrace Change

We treat everyone with respect, dignity and We shape our own destiny by being
responsibility. proactive and open to new ideas.

Desirable Behaviors Desirable Behaviors

We respect everyone. We pursue excellence.

We treat others the way we want to be We encourage diverse perspectives.
treated. We are empowered and accountable.
We maintain safe and enabling We exhibit entrepreneurial mindset
environment.
We fulfill our commitments. We are ready to unlearn and relearn.
We care for our communities and society. We take risks for meaningful change.
We safeguard company assets and
information.

We Put Customers First We Work as One Team

We are passionate about serving our We seek and value everyone‟s contribution.
customers. Their satisfaction is a key Together we are strong.
measure of our success.
Desirable Behaviors
Desirable Behaviors
We trust each other.
We look at everything through the eyes of We set realistic expectations.
the customer. We listen and share candid feedback.
We build trust through our open and We recognize contributions, celebrate
transparent communications. success and learn from failures.
We create ease of use by making things We exhibit patience and tolerance.
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simple.
 1.6. OBJECTIVES

The objectives of PTCL are as follow:

The primary objective of Pakistan Telecommunication Company limited is to satisfy the

telecommunication needs of its customers. Such as public data network, integrated services, and
internet services.
To improve and expand the services up to the rural areas, and to minimize the expenses to earn
more profit.
To introduce the computerized directory Telecom services all over the country.
Plain, establish and maintain telecommunication.
To enhance efficiency, improved quality and expand the system to meet customer satisfaction
and improved services on demand.
To introduce new services of audio tax and video conferencing for the business community.

1.7. BUSINESS VOLUME

1.7.1. No. of shares

Today PTCL has 3,774,000,000 no of shares and per share price is Rs.7.27 The

shares closing price touched a high of Rs 7.35 on Aug 15, 2022 3:45 PM.
The PTCL stock drives regular interest in daily trading. During the period under review, the

amount of free floating shares is 592,169,122 with an average of 15.69%.

1.7.2. Future Outlook
The PTCL management's strategy is to upgrade the fixed (wire line) broadband infrastructure to
compete with 4G operators. That should help, given the high speed and quality of service of
fixed-line broadband. Meanwhile, Ufone is showing a turnaround, which needs to be sustained
by retaining market share in the 4G segment.
PTCL main focuses is on retaining customer because of due to privatization, it influences
negatively on revenue.

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 PTCL try to make their system online like e-billing by email or apps. Other methods are PTCL
Calling Card, Bill collection through PTCL, Bill collection through different Apps like Jazz
Cash, Easy Paisa and through Banks.

1.8. ORGANIZATION CULTURE

1.8.1. Board of directors
The current Board of Directors consists of the following:

Mr. MOHSIN MUSHTAQ Chairman

Mr. ABDULRAHIM A. AL NOORIYANI Non-Executive Director

Dr. IRAM ANJUM KHAN Non-Executive Director

HAMED YAQOOB SHEIKH Non-Executive Director

HATEM DOWIDAR Non-Executive Director

Mr. MIKHAIL GERCHUK Non-Executive Director

Dr. KARIM BENNIS Non-Executive Director

SYED HUSSAIN ABBAS KAZMI Non-Executive Director

Mr. BURAK SEVILENGUL Non-Executive Director

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 1.8.2. Management
HATEM BAMATRAF President & Group CEO

MOHAMMAD NADEEM KHAN Group Chief Financial Officer (GCFO)

SYED SHOAIB BAIG Group Chief Human Resources Officer

(GCHRO)

ZAHIDA AWAN Group Chief Legal Officer (GCLO)

NAVEED KHALID BUTT Group Chief Regulatory Officer (GCRO)

MOQEEM Ul HAQUE Group Chief Strategy & Transformation

Officer (GCSTO)

SAAD MUZAFFAR WARAICH Group Chief Information Officer (GCIO)

JAFAR KHALID Group Chief Technology Officer (GCTO)

ADNAN ANJUM Group Chief Commercial Officer (GCCO)

AHMAD KAMAL Group Chief Customer Care Officer (GCCCO)

ZARRAR HASHAM KHAN Chief Business Solutions Officer (CBSO)

MUHAMMAD SHEHZAD YOUSUF Chief Business Operations Officer (CBOO)

SHAHID ABBAS Group Chief Internal Auditor (GCIA)

SAIMA AKBAR KHATTAK Group Company Secretary (GCS)

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1.9. ORGANIZATIONAL STRUCTURE OF PTCL

CEO/President

CFO

EVP Revenue EVP Finance

GM Revenue
GM Central GM South GM North

SM Revenue
SM Revenue SM Finance
(MTR)
SM Finance

Manager Manager Manager Manager

Manager DG
Bahawalpur Multan Urban Multan Rural Finance
Khan

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 1.10. SUBSIDIARIES OF PTCL

The PTCL holds “Four” fully owned subsidiaries to augment its functions. These are:

1.10.1. Ufone (Pak Telecom Mobile Ltd)

It is a subsidiary of PTCL, which is completely owned and commenced its operations on 29th January
2001. Since the beginning, it has expanded its coverage and customer base at a rapid pace and
established itself as one of the leading cellular service providers in Pakistan. Ufone is now considered to
be one of the most active, aggressive and innovative players in the mobile sector of Pakistan.

The growth of the cellular industry is a direct result of the successful implementation of the telecom
deregulation and cellular mobile policy by the Ministry of IT and Telecommunications (MOIT&T) and
the support, guidance and timely enforcement of regulatory process by the Pakistan Telecommunication
Authority (PTA).

1.10.2. U Microfinance Bank Limited

U Microfinance Bank Limited (Formerly known as Rozgar Microfinance bank Ltd.) was incorporated as
public limited company established in 2003 as a district wide microfinance Bank (MFB) operating in
Karachi district. PTCL finalized the arrangements including regulatory compliances to acquire 100%
ownership of Rozgar Microfinance Bank Limited in August 2012. The acquisition was in line with
PTCL Group‟s initiative on financial inclusion through branch banking and availing the benefits of
opportunities offered vide Digital-Commerce. The initiative includes offering banking services &
solutions as well as digital payments. The Bank has been acquired and its name was changed to U
Microfinance Bank Limited in December 2012.

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 1.10.3. DVCOM Data Private Limited

DVCOM Data, a 100% owned subsidiary of PTCL, was acquired along with the 5 MHz spectrum in
1900 MHz band licensed to it in nine telecom regions to provide Wireless Local Loop (WLL) operations
after fully complying with all the regulatory requirements. Objective of the said acquisition is to
supplement the EVDO wireless broadband services of PTCL through synergies within the PTCL Group
companies. Towards this end, formal commercial arrangements are in place in between PTCL and
DVCOM Data.

1.10.4. Smart Sky Private Limited

Smart Sky, a 100% owned subsidiary of PTCL, was incorporated in October 2015 with the objective to
provide Direct-to-Home (DTH) television services throughout Pakistan under the license from Pakistan
Electronic Media Regulatory Authority (PEMRA). The auction for DTH license was held in November
2016, in which Smart Sky also participated. Subsequent to the auction, however, the Honorable Lahore
High Court declared the whole process of DTH auction as null and void and advised PEMRA to restart
the whole process. As the said auction is yet to be re-processed by the regulators, Smart Sky has not
started its commercial operations.

1.11. PRODUCT AND SERVICES

1.11.1. Products
As field of technology is growing rapidly, it‟s becoming hard for companies to keep up pace with the
latest technologies but PTCL is doing good as it has technological fit products

For current era. Its products include;

a. Landline
It is abbreviated as PSTN _ Public Switch Telephone Network.

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Landline services are the basic services of PTCL. Voice calls quality increasing day by day while its
charges are becoming less. For local calls the code used is non-STD. For calls to other cities
(e.g. Karachi to Lahore) the code is called STD. For International calls the code used is ISD. PTCL also
gives the landline phone as a product.

b. Broadband
It is abbreviated as BB.
PTCL is providing high speed internet browsing. DSL is now in top internet speed and is widely used. It
is serving over 1.3 million satisfied customers in over 2000 cities and towns across Pakistan. Its unique
offers that make PTCL Broadband unmatchable are special packages for the student segment, free Wi-Fi
modem.

c. Smart TV
It is abbreviated as IPTV-Internet Protocol Television.
They are proving smart TV services to different urban areas mainly. Over 150 live channels are
available to see with good picture quality. 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.

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 d. Wireless
V-FONE is its wireless product. Internet and web browsing is also its feature. It can be used anywhere in
Pakistan.

e. EVO Charji
CHARJII Wi-Fi modem is in the form of a USB Stick (Plug-n-Share). It has the ability to connect up to
10 Wi-Fi gadgets simultaneously.

Three basic and largely provided products and services by PTCL nowadays, are PSTN, BB and IPTV. It
has some other products and services which are unique now like calling cards etc.

1.11.2. Services

PTCL offers its services to two types of customers.

1) Home services
2) Business services

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 1) Home services
PTCL Broadband
Calling cards
Connectivity
Emails and fixed lines
Pakistan package
Phone n net
EVO
2) Business services
TV Transmission
Call Canters
Calling Cards
Fixed Lines
Competitors

a. Mobilink
b. China mobile
c. Telenor
d. WARID

1.12. REGIONAL OFFICES

The Field Offices of the PTCL are structured into the following three Regions:

S.NO REGIONS REGIONAL/Field Offices

1. PUNJAB REGIONS MTR (Multan Telecom Region)

LTR (Lahore Telecom Region)
GTR (Gujranwala Telecom Region)
FTR (Faisalabad Telecom Region)

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 ITR / RTR (Islamabad / Rawalpindi
Telecom Region)
CTR (Central Telecom Region)

2. SINDH REGIONS HYTR (Hyderabad Telecom Region)

STR (Sukkur Telecom Region)

KTR I, KTR II, KTR III (Karachi

Telecom Region)

AJK

3. KPK REGIONS HTR (Hazara Telecom Region)

GTR (Gujranwala Telecom Region)

NTR I (Northern Telecom Region I)

Gilgit Baltistan

4. BALOCHISTAN REGIONS QTR (Quetta Telecom Region)

1.13. PTCL DEPARTMENTS

Every organization is divided into different departments. Each department performs different kind of
jobs and requires staff with specialized skills to handle particular job. This increases the efficiency of
workers and makes. There are several aspects on which departmentalization in an organization can be
based. The division can be done on the basis of function, product, customers or geographical locations.
The PTCL Head Quarters is comprised of several departments. The division is made on the basis of

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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;

 Human resource management Dept.

 Finance Dept.

 Commercial Dept.

 Operational Dept.

 Technical Dept.

 I.T Dept.

 Corporate affairs Dept.

 Social projects Dept.

 Marketing Dept.

 Customer care Dept.

 Revenue Dept.

1.13.1. Human Resource Management Department

It is huge organization and being considered as one of the biggest Company in Pakistan. It has more than
56,000 employees and a huge network of or organizational management has been spread throughout the
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country. PTCL is engaging a substantial number of experts and specialists of standing caliber in
different spheres of profession. Job analysis and revision of jobs description was undertaken for
improving the performance standards. Efforts are being made to improve productivity and efficiency of
the Company while emphasis is also being placed on effective management employee‟s relationship
and better line of communications to achieve corporate goals

1.13.2. Finance Department

The finance wing deals with the revenue matters of company& the account wing is responsible for
proper book keeping of the financial transaction, commercial audit & preparation of periodic accounts of
the company.

This department is divided into following three sub-sections

 Finance
 Accounts
 Revenue

1.13.3. Commercial Department

Commercial section with qualified/experienced staff is being established. Company section is taking
both short-term and long-term view of emerging trends of highly competitive markets as its monopoly is
coming to an end. It analyses all the possible Company options, i.e. introducing new services, adopting
new technologies to maintain the leading role in the sector and preserve its dominant position in the
industry.

1.13.4. Operational Department

Manages operations of PTCL HQ, with regional offices, branches, and, subsidiaries as well as with other
corporations.

1.13.5. Technical Department

This department is engaged in the management and control of technical aspects of the company, e.g.
technical manpower, technical training, technical equipment e t c .

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 1.13.6. I.T Department
This department is established to introduce new and advance technology in PTCL. Due to IT department
working system is too converted in a computerized system

1.13.7. Corporate Affairs Department

This department deal corporate level issues such as PTA, International Telecom Union, Legal and
Regulatory affairs etc.

1.13.8. Social Projects Department

This department is doing their activities on behalf of president

1.13.9. Marketing Department

Marketing Department is called a revenue-generating department of an organization. Marketing
Department undertakes market research and gives feedback to management about customers‟ needs and
wants on the basis of which, products and services are developed and positioned to give value to
the customers.

1.13.10. Customer Care Department

PTCL has established its Customer Services Department at different levels the overview of the said
department is as follows

Corporate Customer Care Center

To facilitate Corporate Customers PTCL has established Corporate Customer Care Centers at all
Operation Regional Head Quarter Level, in all the meager cities country wide. The Corporate Customers
can get their problems resolved under one roof in a one window environment by dialing UAN
111-20 20 2, The Customer Relation Officers register the complaints & forward these to the related
office.

Customer Services Center

To facilitate consumers PTCL has established Customer Services Centers at all Tehsil Level
cities/offices. Here the consumers can use Fax Facility, Voice Telephony for Local/NWD/ISD dialing.
On divisional Offices Level duplicate phone bills may also be obtained from C.S.C‟s

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Toll for Help Lines

PTCL offers state of the art call center network to its all types of valued customers for convenient
frequently asked questions, complaints regarding their services/N enquiry. The following three toll free
T/Numbers are available for this purpose.

1.13.11. Revenue Department

The revenue generated by the marketing department through selling the company services/products is
collected by the revenue department are following

 Bill Printing & Distribution

 Issuance of Duplicate Bills.
 Error correction of Bills
 Collection of defaulter amounts.

Chapter 2: My Grooming

2.1 PTCL Departments Where I Have Worked

Finance Department
Revenue and Collection Department

2.2 My Projects and Responsibilities

In finance department, under the supervision of Assistant Managers I have completed the given tasks:

2.1.1 Pre-Auditor
The managers of PTCL provided me the checklist which they use to do in auditing of vendor‟s invoices.
The 9 documents should be present in the list for approval. The names of those documents are given
below:
Commercial invoice
Sales tax invoice
PO
PRA/FBR
SAN/GRN
PAT
L-14
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 MB
GIV
I have done this type of auditing for some companies as follow
Fair Security System
Chauhdary & sons
Baloch construction company

2.1.2 MINUTES OF MEETING

I was also assigned to make a draft of minutes of meeting which I had attended with other internees.
That draft is given below
Meeting Date 10-Jun-22 Meeting Time 11:00 AM
Meeting Organizer SM Finance Meeting Location Chamber of SM Finance
Minutes Drafted Date 10-Jun-22 Meeting Title Agenda

Sr. PARTICIPANTS DESIGNATION

1. Syed Adnan Bukhari SM Accounts & Payments MTR
2. Muhammad Tauseef Akhtar Manager Accounts & Payments MTR
3. Muhammad Nadeem Akhtar Assistant Manager Accounts & Payments MTR
4. Muhammad Khalid Adil Assistant Manager Accounts & Payments MTR
5. Rashid Saeed Finance Coordinator Multan
6. Sajid Hussain ES Multan
7. Rabbia Khalid Internee
8. Saba Aslam Internee
9. Ahmad Mashhadi Internee

Sr. AGENDA ASSIGNED TO TIMELINE

1. Vital Power Bill Verification From Switching Mr.Nadeem 13-Jun-22
2. Detail Of Society Billing Mr.Nadeem 14-Jun-22
3. ADF status update in FAR Mr.Tauseef -
4. Previous Invoices Clearance Mr.Nadeem 14-Jun-22
5. Meeting With Vendors Mr.Tauseef 15-Jun-22

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 6. High Consumption Electricity Bills Data Mr.Nadeem 11-Jun-22
7. Property Tax Update Mr.Nadeem 10-Aug-22
8. Cantonment Board Payment Mr.Nadeem 14-Jun-22
9. Askari Bts Sites Mr.Tauseef 11-Jun-22
10. Settlement Of PO Based Advance Mr.Tauseef 13-Jun-22
By internee: Rabbia Khalid

2.1.3 Power payments

Power payments data creation is the project I was assigned to make following steps:

Number of connections
Average monthly expenses of PTCL
Variance of first 3 months of 2022 & first 3 months of 2021
My opinion

My project related work is on Microsoft excel. So I am sharing the summarized result of my project
which I had made of power point:

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In Revenue and Collection department, I have learned about:

Bill Printing & Distribution

That how bills are printed and distributed.

Issuance of Duplicate Bills.

In which cases, duplicate bills are issued.

Error Correction of Bills.

In case of late payments or due to misscollection by banks, error in bills will occur.

Collection of Defaulter Amounts

In which cases, defaulter amount is collected.

Software:

I learned about software that is used for daily operations. Two types of software used in revenue
department

1) Billing and customer care (B&CC)

2) Customer Relationship Management (CRM)

2.1.4 Credit Monitoring Policy

I was assigned to search about the procedure PTCL use for the customer who do not pay bill on time.
CMP is the policy used by PTCL for that kind of customers to avoid loss.

1) For NTC (new telephone customers): for three months

2) Existing customers: after three months
NTC

If bill is not paid at due date, then after 15 days of due date, bill is checked. If it is more than 2500 then
customer account will convert into one way and listed as TOS.

After TOS PTCL monitor customer‟s account for 90 days if bill is still not paid after 90 days customer
account will be cancelled and listed as POS.

Existing Customers
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For existing customers if bill is not paid at due date. PTCL will create credit limit (by adding last three
months bill, dividing by 5 and then multiplied by 200% or double amount).

If bill amount is not exceeding credit limited then, customer account will be deferred for one month. It
bill is still not paid in second month customer account will be listed as TOS. And converted into one
way. After 90 days customer account will be listed as POS.

And if bill amount exceeds from credit limited then, 15 days after due date customer account will be
listed as TOS, and converted into one way. After 90 days customer account will be listed as POS.

2.1.5 Training Programs

I was assigned to take online training sessions that how the software of revenue department works because the
previous one is changing with new one.

Three training meeting I have attended that are;

OB Call Training Revenue Collection Team Meeting

New CBS Training for RMS users
Customer care training outbound soft skills and ethics

2.3 Personal Learning Objectives

I have learned a lot of terms related to finance and revenue which I had never heard before.
I have improved my grip on Microsoft excel, Microsoft word and Microsoft PowerPoint.
I am now able to compare practical method and teacher‟s method of teaching.
I have improved my knowledge and skills.

2.4 What I Have Learned In PTCL

I learned to work on SAP Software
I learned units used in SAP
I learned the criteria of minutes of meeting
I learned the process of power payments
I learned the pre-auditing process.
I learned the budgeting formula.
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I learned to work on B&CC and CRM software.
I learned bill adjustments in Recovery Console of B&CC software. These adjustments have
to be done in response of non-punching issue.
I learned to bill printing on the demand of customers.
I learned how to deal customers and how to manage their complaints.
I learned how to deactivate or reactivate a customer connection.
I have learned to reverse the payments in case of false transactions.

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Chapter 3: Financial and Operating Highlights

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39 | P a g e
Note: All the financial statements are obtained from PTCL official site.

SWOT Analysis
a. Strength
Largest Operational network and infrastructure within ICT (Information & communication)
technologies.
PTCL enjoy monopoly.
PTCL (UFONE) is a market challenger in GSM segment.
Competitors depend on PTCL network either directly or indirectly.
Government Support.
PTCL has a membership with international organization like APT which conducts seminars,
workshop and training which is helpful for the employees.
Good Quality international connectivity.
Strong organizational culture.
Leading Brand

b. Weakness
Lack of Customer focus
Lack of corporate culture
Poor management
Lack of network optimization
Absence of important skills
Poor access to distribution
Low customer retention

c. Opportunity
Growth in telecommunication industry
More aware and technology understanding
Market open for many numbers of products
Introduce High Value Products
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 Time to establish brand loyalty
Partnership with new entrants in deregulate environment
Global connectivity should be improved
As technology is increasing day by day it is the better chance for PTCL to bring new changes
and uplift the HR structure and policies.

d. Threats
Increasing number of competitors
Inefficient work force
Favoritism by politicians
Economic crises in Pakistan due to terrorism
Exposure to market competition
Changing customer base
Technological Advances
Changes in government policies
Tax increase
Change in population age.

Conclusion

My internship at PTCL has allowed me to gain experience at the workplace environment. Throughout
my internship period, I have been active enough to grow in terms of comprehension as well as wisdom.
This Internship experience has also groomed me in terms of interacting with different places at
workplace. The blend of stirring and exciting assignments has contributed valuable skills to me.
Moreover, the introductory briefing by my supervisor helped fine-tune my understanding about the
Finance & Revenue Department. In short, my six weeks internship at the PTCL has been a prolific and
amusing experience.

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 Recommendations

There should be proper career planning of employee that not only sharpens the skills of the
employee & improve its efficiency but also results in better and improved output for the
organization.

All the tool of enforcement of strict financial discipline may be undertaken to monitor the whole
system.
Employees should be equipped with up-to-date IT skills and for this purpose refresher & training
courses should be designed.
Finance and marketing offices and engineers may be sent to international seminars/ workshops to
get knowledge of new techniques and procedures.

Over staffing and an unbalanced distribution of employees in departments. Like all the
government and semi-government institutions, PTCL has also excessive staff than required. To
increase the efficiency of the worker job is assigned to its caliper to develop his interest in work
that increases the output and decreases the overall cost of the organization.

References

https://ptcl.com.pk/Home/FinancialFiles?ItemId=51&linkId=115
https://ptcl.com.pk/images/financials_files/ptclannualreport2016.pdf
https://ptcl.com.pk/Financials/Annual-Report-2014
https://www.ptcl.com.pk/images/financials_files/PTCL%20AR2014%20-%20Parent%20Acc-
f%20.pdf
https://markets.ft.com/data/equities/tearsheet/forecasts?s=PTC:KAR
https://www.slideshare.net/heraillume/ptcl-internship-report-46964282

Chapter 4: Annexure
 All financial statements are attached to this report.

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44 | P a g e
BIWEEKLY 1&2
PTCL
Hello To The Future

Pakistan Telecommunication Company limited, also known as PTCL, is the Pakistan‟s National
Telecommunication Company and leading telecommunication authority in Pakistan. Founded in 1947 and
privatized in 1995.

Ptcl is the service supply company which is the largest fixed line network for exchanging over 2000
telephone calls at a time. Around 18000 employees are currently working for PTCL. PTCL provide services like
telephone and internet to whole nation.

The CEO of PTCL is HATEM BAMATRAF. Due to the state owned corporation the shareholding of
PTCL was reduced to 62%, when 26% of shares and control was sold to Etisalat Telecommunications and the
remaining 12% to the general public in 2006. The 62% of the shares still remain under the government
management of government ownership of State-owned Corporation of Pakistan.

MAJOR PRODUCTS:

At retail level, following are the products of PTCL:

Voice (Telephone)
Data ( Internet Broadband/Digital Subscriber Line)
IP TV (Smart TV)
Wireless (Evo Chargi, Evo Cloud)

SUBSIDIARIES:
The Subsidiaries of PTCL Telecommunication Company Are following
UPhone
UBank

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 REGIONAL OFFICE PTCL MULTAN

Under the supervision of Muhammad Khalid Adil, Assistant manager in Finance department, I have completed
my 1st & 2nd week of internship.

The Finance department of regional office Multan only deals with account payables and payments. Both
CAPEX and OPEX.
The software used in PTCL for all payments is SAP (System Analysis Program), which is the strongest
software in finance module. Before SAP, ptcl was using FOXPRO for all the working of the company.

I have understood following terms and processes in PTCL regional office Multan:

Invoice parking.(Its T-codes, PO, GRN )

Blocked invoice.
PO based procurements.
Non PO based procurements.
Invoice posting.
Payments. (CAPEX & OPEX)
Hierarchy in regional office Multan.
Head offices, Zones &Regions of PTCL.
Functions of Finance & Accounts
Measuring units used in SAP
Process of procurement
Purchase requisition
SAN
PAT
L-14
MB
Commercial invoice
GST invoice

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 Audit

Some of my Main steps for pre-audit in PTCL are written in following list:

Pre-Audit Check List

1. Following System base documents should be available for payments.
i. Purchase Requisition
ii. Purchase Order
iii. Good Receipt Note
iv. Service Accepted Note
2. RPC approval should be available for payments >Rs.10, 000.
3. Three-way matching for all OPEX related bills
a. invoice with SAN,
b. SAN with PO
c. PO with contract/Rates/BOQ/Agreement
4. CAPEX bill will be four way matched
a. Invoice with SAN,
b. SAN with PO
c. PO with contract/Rates/BOQ/Agreement
d. Quality report / Certificate
5. PO approved as per Authority Matrix
6. SAP generated PO attached with bill
7. SAN/GRN approved as per Authority Mat
8. SAP generated SAN/GRN attached with bill
9. Prudence concept, like gap between PO date and SAN date
10. Registered vendor with PTCL
11. Black listed vendors (Red color)
12. GST invoice for supplies
13. Vendor GST status on FBR site (Compulsory)
14. Signed Quotation
15. Signed Comparative statement
16. Approved rates
17. Signed copy of stock register
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 18. SAP registered vendor
19. L-14 diagram

MOM (MINUTES OF MEETING):

I had also attended the meeting named as MINUTES OF MEETING in which I were assigned to make a
draft of the meeting based on many issues PTCL Multan was facing, in the presence of SENIOR MANAGER,
who had organized the meeting with MANAGER , ASSISTANT MANAGER & COORDINATOR of Finance
Department.

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BIWEEKLY 3&4
PTCL
Hello To The Future

Pakistan Telecommunication Company limited, also known as PTCL, is the Pakistan‟s National
Telecommunication Company and leading telecommunication authority in Pakistan. Founded in 1947 and
privatized in 1995.

PTCL has been divided into three major zones; North, South, and Central. Central zone is further
divided into seven regions

 Multan (MTR)
 Faisalabad (FTR)
 Gujranwala (GTR)
 Sialkot (STR)
 Rural area of Lahore (CTR)
 Lahore North (LTRN)
 Lahore South (LTRS)

REGIONAL OFFICE PTCL MULTAN

Under the supervision of Muhammad Nadeem, Muhammad Rashid, Assistant manager in Finance department,
I have completed my project of internship.

Power payments

I was assigned to calculate the

 Number of power connections.

 Average of power payments in this year.
 Also calculate variance with respect to the months of previous year.
 Opinion
The details of project are attached with the report.
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 PTCL DERA ADDA EXCHANGE MULTAN
Under the supervision of Mr. Salahuddin, Assistant manager in Revenue department and Sir Muhammad
Tariq and Sir Sadiq, Manager in Revenue department, I have completed my 4th week of internship.

I have attended some training programs they have given to their employees:

These trainings were held in Microsoft Teams

Trainings:
 One is new CBS Training for RMS users
 Other is customer care training Outbound soft skills and ethics

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BIWEEKLY 5&6
PTCL
Hello To The Future

Pakistan Telecommunication Company limited, also known as PTCL, is the Pakistan‟s National
Telecommunication Company and leading telecommunication authority in Pakistan. Founded in 1947 and
privatized in 1995.

Ptcl is the service supply company which is the largest fixed line network for exchanging over 2000
telephone calls at a time. Around 18000 employees are currently working for PTCL. PTCL provide services like
telephone and internet to whole nation.

The CEO of PTCL is HATEM BAMATRAF. Due to the state owned corporation the shareholding of
PTCL was reduced to 62%, when 26% of shares and control was sold to Etisalat Telecommunications and the
remaining 12% to the general public in 2006. The 62% of the shares still remain under the government
management of government ownership of State-owned Corporation of Pakistan.

MAJOR PRODUCTS:

At retail level, following are the products of PTCL:

Voice (Telephone)
Data ( Internet Broadband/Digital Subscriber Line)
IP TV (Smart TV)
Wireless (Evo Chargi, Evo Cloud)

SUBSIDIARIES:
The Subsidiaries of PTCL Telecommunication Company Are following
UPhone
UBank

51
 PTCL DERA ADDA EXCHANGE MULTAN

Under the supervision of Mr. Salahuddin, Assistant manager in Revenue department and Sir Muhammad Tariq
and Sir Sadiq, Manager in Revenue department, I have completed my 5th & 6th week of internship.

The Revenue department, of PTCL Exchange Multan, deals with bills collection. Both by Hand (customer
care department) and through online system (Easy paisa, jazz cash).
The software used in Revenue department of PTCL for collection of bills is
 RMS (Receivable Management System)
 CRM (Customer Relationship Management)
 VPN (Virtual Private Network)
In upcoming days , RMS will be replaced by a new system named as CBS

RMS:
RMS is used for the collection of cash from its customers.

CRM:
CRM is used for updating customer‟s profile, their queries and complaints.

I have understood following terms and processes in Revenue department:

Miscellaneous
Enquiry Console
Recovery Console
Arrear Console
Accounts 2
Service Request 2
CMP (Credit Monetary Policy)
Bill Delivery
Bill printing
Bill Adjustment
Advance Billing
Billing Cycle
52
 Turning of network
Online collection
One way suspension
Two way suspension
Bill Details
Reverse payments
TOS
POS
FSTC
Misposting
NPC

U PHONE FRANCHISE:

I have also visited U Phone franchise Dera Adda Multan and under the supervision of Mr. Natik and
different employees I came to know about their software and working to some extent.

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