Haroon - Internship Report

An Internship Report on: National Telecommunication Corporation (Islamabad)

Internship Report submitted to the Kohat University of Science & Technology, Kohat in partial fulfillment of the requirements for the degree of Bachelor of Business Administration.

Submitted By: Muhammad Haroon K hattak hattak Session 2006-2010

Submitted To: Sir. Muhammad K aleem aleem Sultan

Kohat University of Science & Technology, Kohat

List of Contents

List of Contents

Internship Report on NTC

1

ACKNOWLEDGMENT I (Muhammad Haroon Khattak ) am very thankful to ALLAH Almighty who has given me the abilities to do work and enthusiasm to perform well. My internship period was an effort to gain and learn at very dynamic place like National Telecommunication Corporation (NTC). And all happened because of HR department. But special thanks to those who helped me in this concern. They give me very supportive hand and super level of guidance like Miss. Qurat-ul-ain, Mr. Sift-e-Ali, Mr. Asim and Mr. Salman. Shakirullah lah (GMHR) (GMHR) and Mr. I woul would d like like to than thank k the the hono honora rabl blee Mr. Shakirul Muhammad Siqlain (Dy. Director HRD) who provided me the opportunity to

work in NTC.


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EXECUTIVE SUMMARY National Telecommunication corporation was established on 1st January 1996 vide Pakist Pakistan an Telecom Telecom (Re-Or (Re-Organi ganizat zation ion)) Act 1996 to provid providee Telecom Telecommun municat ication ion services to GoP departments formally carried out by Pakistan Telecommunication Corporation. NTC to meet the present demand of current era realize changing environment. The telecommunication usage is increasing worldwide at a faster pace and at the same time, analog microwave system is facing out with digital media. NTC Data Network for E-governance/ commerce has started functioning with a number of services ISP, intranet and certain value added services. The corporation is also shouldering shouldering certain certain significant significant Government Government projects projects chiefly chiefly PAKSAT, PAKSAT, and education intranet, Moreover, the corporation has successfully established its MIS department, which has now started NTC in house billing. Financi Financiall ally y NTC showin showing g improv improveme ement nt its operati operating ng expense expensess have been been kept minimum minimum level by properly properly analyzing analyzing requirement requirementss and streamlin streamlining ing functions. functions. Emphasis is given on preventive maintenance plan, to keep the vital assets of NTC in proper working condition. Efforts are made to keep the corporation lean, new induction of essentially required staff is made only. The corpor corporati ation on is fully fully alive alive about about the train training ing and develo developme pment nt of its staff. staff. Finance Finance and Administr Administration ation functions are also being manned through professional professional qualified staff to run the corporation on true corporate lines. Telecommunication sector in Pakistan is pioneer to experience the open market competition. All business activities and strategies revolve around the consumer needs needs and and goal goalss are are set set to meet meet dema demands nds to the the best best of thei theirr sati satisf sfac acti tion on.. It understood that quality of service and tailor made products, matching to different customers needs, at competitive rate, will be the hallmark of success. Human resource department is a vital part of NTC. It works as the soul of the corporation. The employee recruitment and selection according to departmental needs are done by the HR department. HR trains the employees in their expertise to


3

enhance their work efficiency by conducting training and workshops. HR does work for employee benefits and motivation to keep them with organization and enhance their competency to achieve organizational goals.


4

INTRODUCTION The new era of telecommunication in Pakistan has brought several challenges with it, despite of the advantages it has made visible for the consumers. The most important being the challenge to keep intact the security requirements of the GoP (Government of Pakistan) and to protect the new players in this field from the conventional practices of the incumbent operators to protect their market share. To overcome

these

challenges

GoP

established

National

Telecommunication

Corporation (NTC) in January 1996 under the Telecom Reorganization Act 1996. The main objective was to have an infrastructure independent of all other operators that can be used for the purpose of government communication and as an alternative support for the operators entering the market.

Progress from Start to Date: The ongoing infrastructure development journey for NTC began in 1996 when it was created with few local exchanges and analog microwave. However, today NTC has developed its own infrastructure to an extent where it can be called an independent IT and telecom operator capable of meeting the challenges of the deregulated environment and meeting the objectives for which it was created. NTC started its operations in 1996 with only 5 local exchanges all over Pakistan and an analog microwave link not capable of supporting the digital transmission. To carry out its operations, it was mainly dependent on PTC infrastructure and used its transit network, international gateways, transmission network, IN platform etc. to carry out its operations. The copper network in the access provided to NTC was not sufficient to cater for its subscriber base and meet the required quality of service parameters. NTC had no arrangements for direct interconnect with cellular operators as a result it had to pay substantial part of its revenues to PTCL for 3rd party termination. Data services being essential demand of NTC customers could not be met due to non availability of infrastructure. Billing of NTC customers was carried out through PTC initially and through Pakistan Computer Bureau. The main


5

challenge for NTC at that time was to reduce this dependency on other operators to minimum as soon as possible to fulfill its obligations and to sustain itself in the deregulated environment in which PTC was to be privatized. The main focus in the initial years was to develop its own basic infrastructure that included optical fiber transmission backbone, transit network, billing system and multi services data network (MSDN) beside expansion of its switching network to un-served areas to cover as much of its subscriber base as possible. It purchased 2 fibers from PTC in the main optical fiber backbone and equipped it with 622 Mbps SDH system. It expanded its exchanges in different cities to gain access to its customers along with laying of copper cable. These exchanges were converted into transit exchanges to provision long distance services on NTC network and to have direct interconnects with cellular and other operators. The establishment of NTC MSDN was a major milestone, achieved in 2001 which enabled NTC to provide multiple data services such as dialup, DSL, Web hosting and internet etc. to its customers. Another milestone achievement in National history is in placement of Pakistan education & Research Network (PERN) project. The project is providing 155 Mbps international connectivity to 59 universities connected all over Pakistan. The billing system was developed in first 4 years which made it possible for NTC to do its own billing.

Future Thoughts: Being aware of the new technologies, demand for new services and converged network NTC is in the process of upgrading and expanding its network. Migration from conventional TDM network to IP based Next Generation Network has been planned and being implemented. The 622 Mbps optical fiber backbone not able to meet the requirement of bandwidth hungry applications is being upgraded to 10 Gbps DWDM based technology. To improve the efficiency ERP solution has been planned and under process of implementation. To gain access to NTC users efforts are being made for frequency allocation and as a stop gap arrangement virtual WLL connections are being provided to NTC subscribers. To provide value added service from its own platform NTC is planning its own IN platform. Very soon NTC


6

subscribers will be hearing NTC operators for customer relations, call booking and complaints through its state-of-the-art call center. Multi services access network has been planned to be as close to the user on fiber as possible to extend multiple services from a single platform. Plan for replacing analog microwave with digital is being made so that NTC can meet the requirements in case of disasters and can provide an alternate to optical fiber backbone. The co-location facilities are being planned to facilitate new entrants in performing their operations. NTC has traveled a long way in developing its infrastructure in lines with the technological and market trends. NTC is determined to provide an infrastructure required to meet its objectives and to support the nation and GoP in achieving its objectives.


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OBJECTIVES OF STUDYING THE ORGANIZATION The basic study of organization is to analyze the market trend regarding human resource management. How the organizations are practicing in the business. Organization study is in fact an opportunity to compare HR theories with the running practices in the market. It gives an opportunity to generate new ideas and bring innovation in practices and policies. The purpose of the study is to make sure this publication understandable to its readers by giving the overview of the organization in detail it is also descriptive in nature through which one can understand the working of a government owned corporation i.e. National Telecommunication Corporation. The main objectives of studying NTC are as follows: i. ii.

Studying the functions/affairs of the Revenue, finance & HR department. To see how strategic decision are made in a practical setting.

iii.

To observe the task and authority relationship, existing in the organization

iv.

To relate the theoretical concepts with the practical framework.

v.

To study the overall structure of organization.

As it is my concern, this is the academic requirement of my Degree for bringing into practice my valuable study of human resource management. This kind of study is evaluation basis as well. By studying organization I can learn new skills and develop my personal and professional interests. Expand my personal network and make connections. I can Gain valuable work experience and try something new and exciting.


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OVERVIEW OF ORGANIZATION 3.1 Brief History: National Telecommunication Corporation (NTC) was established on January 01, 1996, vide Pakistan Telecommunication (Re-organization) Act, 1996 to undertake the telecommunication business in respect of the government departments formerly carried on by the Pakistan telecommunication corporation (PTC). The business was transferred to the Corporation w.e.f. January01, 1996, gradually under the Pakistan Telecommunication (Re-organization) Act, 1996. From this date the corporation, took over the properties, rights, assets, obligations and liabilities of PTC as specified in the Vesting Order issued by Ministry of Communication. Government of Pakistan Gazette Notification No.1209 (I)/95 dated December 31, 1995; the Corporation commenced its business on January 01, 1996. The corporation was engraved of PTC and the assets equivalent to Rs. 5,143 billion were transferred to NTC.

3.2 Nature of Organization: As per section 41 (3) of Pakistan Telecommunication (Reorganization) Act, 1996, the Pakistan Telecommunication Authority (PTA) has granted a license to the

National Telecommunication Corporation for the provision of telecommunication services within Pakistan to the Armed Forces, Defense Projects, Federal Government, provincial Government or such other Governmental agencies or Government institutes as the Federal Government may determine and during the exclusivity period of the Pakistan Telecommunication Company Limited (PTCL) specified in section 39, of the aforesaid Act, the NTC shall not sell its capacity on the telecommunication system to any person other than such Government agencies. Basically NTC is a Government owned corporation in which financial practices exhibit it as a true public sector corporation. NTC is a developing organization and most of its processes & operations are in the phase of being re-engineered. As far as the decision making is concerned, right now, top-down decision making approach is


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being followed. In administration its own Standard Operating Procedures (SOPs) are followed.

3.3 Business Volume: NTC has annual business volume of about Rs.300 billion. It is pertinent to mention here that from the business volume point of view, Islamabad Region (out of five NTC regions i.e. Islamabad, Peshawar, Lahore, Quetta & Karachi regions) is generating about 37% of total revenue while Lahore region contributes 26 % and other regions are generating remaining 37% of total revenue. Following are the major sources of its revenue:•

Fixed line connections.

•

Media (MW, DRS, OFS, PCM, Carrier) services.

•

Internet, MSDN services.

•

PTV Transmission.

•

Services for Mobile operators.

•

Gateway services for International communication.

•

Services for PERN project

Being public sector clientele, NTC has to face a great deal of difficulties in recovering dues from different Government departments. However, its revenue section is leaving no store unturned to come up with flying colors. NTC business volume is likely to touch the zenith when most of the embassies will be provided telecommunication facilities by NTC. In this regard, Director NTC region Islamabad is trying its best to shift all those connections installed for embassies through NTC network. It is pertinent to mention that currently PEMRA has granted licenses to 50 new TV channels, thereby, it will call far usage of NTC infrastructure to facilitate their transmission.


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3.4 Product Lines: NTC being a service oriented organization is offering following product lines:-

3.4.1 Services: NTC has a definite mandate to provide basic telecommunication services to its designated customers, which include Federal and Provincial Governments, their departments, autonomous organizations and defense services throughout the country. NTC

Making

committed

efforts

to

provide

following

state-of-the-art

communication solutions using third genration IP Voice & Data Networking.

•

Telephone: o

Basic Telephony

o

Calling Card

o

ISDN-Integrated Service Digital Network

o

BRI-Basic Rate INterface

o

PRI-Primary Rate Interface

o

Supplementry Services

o

•

Network Solutions for valued

Multi-Services Data Network: o

Web Hosting facility

o

Electronic mail platform

o

Dialup Internet Access, DDP, ISDN

o

Co-Location

o

Virtual Private Networking

o

Video Conferencing facility

o

Broad Band Internet Access

o

Intranet Solutions

o

Radio/Wireless Networking Solution

Internship Report on NTC o

•

•

11

Lease Line Services

Transmission Services: o

Dark Fiber

o

Media (Junction)

Co-Location: o

Space, Dishes/Antennas, Power Supply

o

Servers

3.4.2 Telephonic Services: NTC has provided more than 1,05,000 working connections of telephone to its government subscribers throughout the country. To meet the requirements of its subscribers NTC is operating following switching and transmission media services with various new installations in progress. •

39 main switching units.

•

69 remote digital line units.

•

Microwave links as its long haul media.

Following value added services are also planned for the users: •

Caller line identification.

•

Call waiting.

•

Call transfer.

•

Wakeup timer.

•

Don't disturb.

•

Abbreviated dialing

•

Switched Hotline

•

Three Parties audio Conferencing

3.4.3 Wireless Local Loop:


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NTC CDMA phone is an alternate to NTC landline with an added advantage of enhanced

services.

It’s

the

wireless

telephony

revolution

based

on

CDMA 2000 Technology that combines the best features of both mobile and landline. It’s the only service that allows freedom from all sorts of telephonic hassle. This unique and innovative service is the beginning of a new era in connecting people. Go ahead and experience this new exciting service, specially designed keeping in mind the needs of our designated subscribers. Currently offering following features:

•

CLI, SMS, Internet with maximum 22 Kbps downloading

o

speed, Call Forwarding and Call Waiting. NTC WLL Installation Manual

•

3.4.4 Calling Card: NTC international calling cards are available in denomination of Rs. 250 and 500. NTC calling cards are exclusively dial able from NTC numbers only.

3.4.5 Internet: 3.4.5.1 ADSL NTC has now embarked on the challenging industry of Telecommunications in

Pakistan

thereby

offering

Digital

Subscriber

Line

(DSL)

Services

(ADSL/G.SHDSL/HDSL) over the existing phone lines. These High-Speed digital communication services will go a long way in meeting the overdue demand of our Government, Educational and Business community in resolving the “last mile/local loop” issues. With NTCs DSL service, it is possible to receive high data rates at low cost and optimum performance. A DSL line can carry both data and voice signals and the data part of the line is continuously connected. 3.4.5.2 ISDN

Integrated Services Digital Network or ISDN in short, is essentially a network of fast and highly reliable connections that bring voice, data and video together all on one digital line. Besides individual users, the NTC-ISDN service also suits corporate users with a small LAN and who are looking for low-cost network access


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to the Internet. With its dial-on-demand technology, it automatically drops a connection after a pre-defined amount of idle time, and reconnects when you wish to reaccess the Internet. That's a lot of time, not to mention money, saved. With the personal NTC-ISDN service, it is possible to access the internet using both ISDN and analogue phone lines. 3.4.5.3 Dial-Up

Keeping in view, the requirement of internet making it a commodity in today’s world NTC embarked upon the mission to provide low price quality access to the Cyber world and set up top of the notch Access Servers in collaboration with custom made billing and accounting system. At this moment NTC’s dialup service is available to all the government functionaries across Pakistan. With clear pipe IPLCs users always get the smooth Internet surfing experience at virtually no cost

3.4.6 WebHosting: NTC Power Platform Hosting Solutions meet specific hosting requirements by simplifying the challenges of any configuration. Our Hosting and Access Solutions provide the service, flexibility, reliability and responsiveness need to satisfy all clients requirements, business and technical. NTCs reliable platform gives access to database development tools such as Active Server Pages (ASP), MS Access, My SQL, Php, MS-SQL server, Oracle Open Database Connectivity (ODBC) support and helps clients to get the most from latest in Web-authoring excellence.

3.4.7 Video Conferencing: NTC, has completed this challenging project which is directly related to overall objectives of IT Action plan and the concept of E-Governance. NTC has deployed state of the art hardware and designed a scalable network by means of which fast, reliable, secure and real time access will be possible between the top Federal and Provincial Government officials for better and closer communication without physical displacement.


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3.4.8 Co-Location: 3.4.8.1

Space (Open, Covered), Dishes/Antennas on NTC Towers and AC/DC Power Supply

NTC has its country wide Network of Microwave stations, exchanges and offices. Now NTC proffer the facility of co-location (Space, Dishes/Antennas on NTC towers, Power Supply) to Licenced Telecom Operatos to provide the facility for rapid network expansion/ Growth. Our Co-Location service supports your expanding network needs with a secure, redundant environment and provides dedicated space for your equipment. We give you a gateway to the industry’s most robust local and regional optical networks, allowing you to take advantage of the best infrastructure having secure access, redundant power supplies, fire detection systems and 24x7 support capabilities available. 3.4.8.2

Servers

NTC has established its core setup at three prime locations. More over portals from various government, semi-government and private companies are also co-located at NTC multiple data network nodes.


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4.1 ORGANIZATION STRUCTURE CHAIRMAN NTC CHIEF OPERATING OFFICER

GM (SOUTH) Karachi

• • •

DIR (KA RACHI) DIR (QUET TA) DIR D EV (SOUTH)

• •

CHIEF TECHNOLOGY OFFICER

GM (CENTRAL) Lahore

• • •

DIR (LAHORE) DIR (MULTAN) DIR DEV (CENT RAL)

DIR (TRANSMIS SION) DIR (SWITCHI NG)

GM (Defence Works / North) Islamabad

• • •

DIR (ISLAMABA D) DIR (PESHAWAR) DIR DEV (NORTH)

• • • • •

CHIEF FINANCIAL OFFICER

GM (DATA & IT)

DIR (DATACOMM.)

DIR (IC & RA) DIR (P & D) DIR (STORE) DIR (TN & SE) DIR (CIVIL)

GM (ADMIN & HR)

GM (FINANCE)

• • •

DIR (B&F) DIR (Acct) DIR (Rev)

• •

DIR (HR) DIR (ADMIN)

DIR (INTERNAL AUDIT& CONTROL) CORPORATE SECRETARY

4.2 Comments on Organizational Structure: NTC organizational structure has been framed for better monitoring & control of NTC installations & its assets (financial, human, equipment & material). In addition to prevailing feedback control, there exists a prevailing practice of even feed forward control by implementing fortnightly maintenance of each station which is possible through this organizational structure because as per NTC standing operating procedures, on occurring of a fault, intimation be given to all concerned, however, if it persist then action can be taken by concerned Divisional Engineer within one hour, if the situation is not being overcome then involvement by concerned Regional Director within four hours, if the fault not rectified then Director (M&O) may involve within eight hours, if it still persists then involvement by Chief Engineer(development) within twelve hours. However, if all above efforts have no fruitful results then involvement by Chairman within twenty four hours. The whole efficiency & effectiveness of this monitoring & control lies in NTC organizational structure.


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4.3 ORGANIZATIONAL STRUCTURE OF HR DEPARTMENT CHAIRMAN NTC MUHAMMAD RIAZ CORPORATE SECRETARY

SHAKIRULLAHKHAN GM (ADMIN & HR)

ZAHIDHUSSAINSHAH DIR (HR )

FATIMA ATTIQUE DY DIR (HR)

SYEDBASHARAT DY DIR (HRD )

HAMIDULLAHKHAN DIR (ADMIN )

SYED KHURRAM DY DIR (HRO )

TARIQADNAN DYDIR (ADMIN )

MUHAMMAD SAQLAIN DY DIR (HR)

4.3.1 Departments: There are basically 3 main departments in NTC, which are; •

Finance department

•

HR & Admin Department

•

Technical Department

4.3.2 Admin & Human Resource: This department recruits the workers and staff according to all departments requirement. This department is also responsible for training, procurement, inventory and issues of real state.


17

Human resource is an increasingly broadening term that refers to managing “human capital”, the people of an organization. The field has moved from a traditionally administrative function to a strategic one that recognizes the link between talented and engaged people and organization success. In NTC HR department includes i. ii. iii. iv. v.

Admin HRD HR Recruitment and selection Admin & Coord


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HUMAN RESOURCE MANAGEMENT PROCESS Human resource process begins with the organization needs. HRM process is a strategic process of the organization in which the organization need is assessed first and then on the basis of need action oriented steps are taken. In this concern human resource planning and for casting is done, jobs analysis is promoted and on the basis of forecasting recruitment and selections is made internally and externally.

5.1 Human Resource Planning: Human resource planning (HRP) was tended to be a reactive process, because business needs usually defined human resource needs. Human resource planning is basically Right number of people with right skills at right place at right time to implement organizational strategies in order to achieve organizational objectives. HRP is part of strategic planning process, its part of policy development, line extension planning. Different organizational and environmental changes like social, economical changes are certainly forcing organizations to integrate business planning with HRP and adopt a long term proactive perspectives. Basically HRP parallels to the strategic business plan but we just have to see it with the specific reference of human resource. These are the following points of human resource planning;

•

Interfacing with strategic planning and scanning the environment

•

Taking an inventory of the company’s current human resources

•

Forecasting demand for human resources

•

Forecasting the supply of HR from within the organization and in the external labor market


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5.1.1 Human Resource forecasting: For casting is the estimation for the future time period, infect the future human recourse requirement is measured. HR for casting is prediction of human recourse requirement. HR for casting is done in to ways; •

Internal and external supply of labor

•

Internal and external demand of labor

Internal supply relates to the condition inside of the organization such as age distribution of the work force, termination, retirements, and new hires within job classes. The simplest internal supply for cast is the succession plan in which internal employee` s cadres and their promotion, termination, and new hiring requirement is maintained. In external supply government agencies are hired to supply human resources according to the requirement. Many policies are implemented in this concern in different countries. The most competitive business environment, organizations have to bring innovation and technological changes in their business for the sake of survive.

5.1.2 Human Resource Planning and Forecasting in NTC: For forecasting in NTC HR department, very few methods are used. For Demand forecasting, regression analysis is used, replacement chart method is used as well. These replacement charts are used to help out in succession planning as well. The way to do succession planning in NTC is the seniority maintains. One can easily analyze through seniority that how many employees are to be promoted and how many are about to be retired.


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5.1.3 HRP Process HRP is the process of analyzing an organization’s human resource needs and developing plans, policies, and systems to satisfy those needs. Strategic planning is basically about changing industry rules and making future planning for tomorrow. HRP process has some basic steps; •

A talent inventory is assed that how it is used in the practice (skills, abilities, potential of working employees)

•

HR for cast in which prediction of HR requirements are done

•

Action plans are taken according to HR for casting(recruitment, selections, training, transfers and promotions are made)

Then in control and evaluation the final step is taken. The feed back is checked.


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Forecasting as a Part of Human Resource Planning

DEMAND FORECASTING Determine organizational objectives

Demand forecast for each objective

SUPPLY FORECASTING

Choose human resource programs

External programs Recruiting External selection Executive exchange

Internal programs Promotion Transfer Career planning Training Turnover control

Internal supply forecast

Aggregate demand forecast

Does aggregate Supply meet Aggregate Demand?

Yes

No

Go to feasibility analysis steps

External supply forecast

Aggregate supply forecast


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5.1.4 Methods to forecast HR needs There are different forecast methods used for demand and supply forecast. These are the following methods of for casting; Demand forecasting methods Delphi Method • •

Staffing Table Approach

•

Regression Analysis

•

Time Series Analysis

•

Linear Programming

Supply forecasting methods Skills Inventory • •

Replacement Charts

•

Succession Planning

•

Flow Modeling/Markov Analysis

•

Computer Simulations

5.2 Employee Recruitment and Selection Recruitment is the process of discovering potential candidates. After having established its strategic planning direction and developed a corresponding employment plan. An organization must turn its attention to getting right people the job that have been identified and their associated skills. The process starts when the organization notifies the public that the openings exist. The organization wants to get information out such a large number of potentially qualified applicants respond. Then, hopefully, after several interactions with most promising candidates, employees are hired. The more applications received, the better the recruiter’s chances for finding an individual who best suited to the job requirements.


23

Employee recruitment begins with the job analysis and the forecasting of human resource. In the old time recruitment was done by the head count of the applicant out side the organization gate. But in today competitive business environment, recruitment is done through resume data bases and other modern ways. After job analysis till that short listing according to the organization job analysis is the recruitment process. In this process the job description and job specification are compared with each other to get the actual standards of recruitment policy. The applicant experience and qualification is compared with the demanded criteria of the organization. After short listing of applicants, the process of selection starts where recruitment is ended. Activities typically follow a standard pattern beginning with an initial screening interview and concluding with the final employment decision. Its typically consists of eight steps; 1. Initial screening 2. completing the application form 3. employment tests 4. comprehensive interview 5. back ground investigation 6. conditional job offers 7. medical/ physical examination 8. permanent job offer Human Resource Process of Employee Selection in NTC:-

In NTC recruitment and selection process begins after the personnel recruitment form is completed by the department which is concerned. After the PR form completion, job description is attached to the PR form and present situation of employees is noted as well for such post, Internal search is done to insure is there any promotion or posting within the corporation is possible for such post. HR department verifies the PR form to ensure the requirements against budgeted positions sanctioned. After the internal procedure, employee recruitment process

Internship Report on NTC starts.

24

For recruitment purpose, advertisement of the post in media and other

outsource are used. The other way for recruitment is requisition from government/ semi government/ Public Sector Corporation/ armed forces.

After the recruitment, employee’s selections begin with short listing of potential candidates. In this concern, HR department short list the CVs according to the criteria given in the job description and PR form. Then the list of potential/ suitable candidates is prepared. In selection process HR department and selection committee constituted by the competent authority on case to case basis conduct test and interviews of candidates identified through screening of Cs as per the interview Evaluation form, which is completed by the interviewee. The potential candidates are requested to fill the in the “Employment Application” form. And other verification are submitted by the candidates. This verification can be medical tests, reference, educational and background information.

5.2.1 Candidate Selection Sources: Employee selection is always done in two ways •

internal search

•

external search

In internal search many organizations attempt to develop their own employees for positions beyond the lowest level. These can accur through search of current employees. And this internal search is helped by HR demand forecasting; by replacement charts, succession planning and many other ways. Referrals and recommendation is the internal search sources. Referrals are an excellent means of locating potential employees far those hard to fill positions. Usually employees do not give reference in the organization but where it happens, it considered by the organization.


25

External search is customary for organizations to open up recruitment efforts to the external community. These efforts include advertisements, employment agencies, school, colleges, and universities, professional organizations and unsolicited applicants. In professional organizations there are three levels; Public or state agencies, private employment agencies, management consulting firm. Employee Search Methods in Corporation:

Employee search is done in both ways, internally and externally. If an internal employee is up to the criteria of the post, then internal selection is proffered. Out source advertisement media is used. In external search other organizations are preferred and the services of employment agencies are used as well.

5.3 Training and Development: Training is a continuous learning process. It consists of planned programs designed to improve performance at individual, group, and organizational levels. Improve performance in turn, implies that there have been measurable changes in knowledge, skills, attitudes and social behavior. At a very basic level, one may choose to examine issues such as what type if training program seems to yield positive outcomes for organizations and trainees. How to identify if training is needed and if so what type of training is best fits the needs that have been identified. There must be emphasis on learning needs not on the methods and techniques. Training and Development with Reference to NTC

In HR department, training and development is it self a segment. It has its own vitality in the department. The corporation time to time conducts employee training or courses within the Pakistan and outside the Pakistan, at the expense of NTC or any other agency as for the corporation benefits as well. Mostly

required

areas

for

training

are

the

technical

staff

regarding

telecommunications, managerial and finance for doing managerial and financial


26

activities. Different workshops are conducted to enhance functional expertise in the field of management and finance to enhance overall productivity and leadership ability of NTC employees.

5.3.1 Training Need Assessment: Meaningful assessment of training needs start with the identification of organization problems. The final purpose of need assessment is to find out what training and development employee should receive. Defining training need we have to start by identifying and comparing two levels of performance. One is standard performance (Ps) and the current performance (Pc). The difference of these two performance level is termed as performance gap. To attain the performance standard, employee current competence (Cc) must be high. Training needs might surface in any of these three broad areas. At a general level, it is important to analyze training need against the backdrop of the organizational objectives and strategies. Unless you do this, may waste time and money on training program. Training need assessment is done on three levels. •

Organizational analysis: at this level of assessment it is identified

that where within the organization training is needed. •

Operational analysis: it is an attempt to identify the contents of

training- what an employee must do in order to perform competently. •

Individual analysis: it is determined that how well each employee

is performing the task that make up his or her job. In individual analysis training needs are defined in this way; the difference between desired performance and actual performance is the individual`s training need. Performance standards are identified in operation phase. •

Performance tests

•

Performance data

Internship Report on NTC •

27

Diagnostic rating of employees by customers, peers, and

supervisors. At organizational level, senior manager who set the organizational goals should analyze needs. The manager who specify how the organization` s goals are going to be achieved should analyze needs. At the individual level, the managers and workers who do the work to achieve those goals should analyze needs, keeping in mind that performance is a function of both ability and motivation. Employee Training Need Assessment in NTC:-

The employee training needs are determined at the time of recruitment, performance

review,

or

the

department

head/

immediate

supervisor`

s

recommendations. Employee training need is assessed on the basis of employee job career; initial bases of jobs of employees need introductory training, in mid career of employment, different trainings are arranged for promotion and improve employee competency level.

5.3.2 Employee Development: Employee development by design is more future oriented and more concerned with education then employee job specific training. by education we mean that employee development activities attempt to instill sound reasoning process to enhance one` s ability to understand and interpret knowledge. Development, therefore, focuses more on the employee personal growth. Successful employees prepared for positions of greater responsibility have analytical, human, conceptual and specialized skills. They are able to think and understand. It is important to consider one critical component of employee development, all employees, regardless of level, can be developed. 5.3.2.1 Employee Development Methods:


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Some development of an individual` s abilities can take place on the job. We will review several methods, three on the job methods (job rotation, Assistant-to position, committee assignment), and one off the job technique.

Job Rotation :-

It involves moving employees to various positions in the organization in an effort to expand their skills, knowledge and abilities. It can either be horizontal or vertical rotation, vertical rotation can be nothing more then promoting a worker into a new position, Job rotation is an excellent method for broadening an individual’s exposure to company operation and turning a specialist into a generalist. Assistant-to-position:

Employees with demonstrated potential are some times given an opportunity to work under a seasoned and successful manager, often in different areas. Committee Assignment:

Committee assignment can provide an opportunity for employee to share in decision making, to learn by watching others, and to investigate specific organizational problems. Lecture Courses and Seminars:

It is a traditional off the job method for employee development. in lectures and seminars employee gets different exposure that help him/ her in self development. This is an excellent way for employee development. 5.3.2.2 Employee Development in NTC

The corporation training and development plays a vital role in employee development. In this concern, different methods of employee developments are implemented in NTC. Job rotation of employees is an excellent way to enhance the


29

employee work exposure and efficiency. In NTC employees in same grade are rotated in their job to other departments. Employees attend lecture and seminars which increase employee work exposure and motivate them to do work in corporation efficiently.

5.4 Performance Management: Performance management is the systematic process by which an agency involves its employees, as individuals and members of a group, in improving organizational effectiveness in the accomplishment of agency mission and goals. Employee performance management includes: •

planning work and setting expectations,

•

continually monitoring performance,

•

developing the capacity to perform,

•

periodically rating performance in a summary fashion, and

•

Rewarding good performance.

Planning :

In an effective organization, work is planned out in advance. Planning means setting performance expectations and goals for groups and individuals to channel their efforts toward achieving organizational objectives. Getting employees involved in the planning process will help them understand the goals of the organization, what needs to be done, why it needs to be done, and how well it should be done. Monitoring:

In an effective organization, assignments and projects are monitored continually. Monitoring well means consistently measuring performance and providing ongoing


30

feedback to employees and work groups on their progress toward reaching their goals. Developing:

In an effective organization, employee developmental needs are evaluated and addressed. Developing in this instance means increasing the capacity to perform through training, giving assignments that introduce new skills or higher levels of responsibility, improving work processes, or other methods. Providing employees with training and developmental opportunities encourages good performance, strengthens job-related skills and competencies, and helps employees keep up with changes in the workplace, such as the introduction of new technology. Rating:

From time to time, organizations find it useful to summarize employee performance. This can be helpful for looking at and comparing performance over time or among various employees. Organizations need to know who their best performers are. Rewarding:

In an effective organization, rewards are used well. Rewarding means recognizing employees, individually and as members of groups, for their performance and acknowledging their contributions to the agency's mission. A basic principle of effective management is that all behavior is controlled by its consequences. Those consequences can and should be both formal and informal and both positive and negative. Managing Performance Effectively: In effective organizations, managers and employees have been practicing good performance management naturally all their lives, executing each key component process well. Goals are set and work is planned routinely. Progress toward those goals is measured and employees get feedback. High standards are set, but care is also taken to develop the skills needed to reach them. Formal and informal rewards are used to recognize the


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behavior and results that accomplish the mission. All five component processes working together and supporting each other achieve natural, effective performance m anagement.

5.5 Employee Compensation and Benefits: When an organization is designed its overall compensation program, one of the critical areas of concern is what benefits should be provided. Employee benefit is defined as the membership- based no financial rewards offered to attract and keep employees. Benefits offered to employees reflect many of the trends existing in our labor force. Employers realize that the benefits provided to employees have an effect on whatever the applicant accept their employment offers, or once employed, whatever workers will continues to stay with organization. There is evidence that the absence of adequate benefits and services for employees contributes to employee dissatisfaction and increased absenteeism and turnover. There has been dramatic increase in the number and type of benefits offered and an equally sensational increase in their cost. Benefits are varied on the bases of educational level, family status and employee expectations.

5.5.1 Types of Compensation and Benefits: There are different benefits given to employees on the basis of their stay with organization. •

Social Security: The benefits by government are retirement pension,

disability, and survivor benefits. •

Unemployment Compensation:

it

laws provided benefits to

employees who meet the following condition: have without job, have worked for minimum number of weeks. But this type of compensation is not give in Pakistan •

Workers Compensation: every state currently has some type of

worker` s compensation to compensate employees or their family for death or permanent or total disability resulting from job related endovers.

Internship Report on NTC •

32

Health Insurance: is mostly given by the organization to which

employee is attached. In this way different type of insurance policies are purchased.

5.5.2 With Reference to NTC Benefit Plan: In NTC employee compensation plan is designed by its management, it is approved by the government. NTC has its on pay scale and benefit plan. At pay level NTC employees get qualification pay at their specific studying their relevant field at different rates.

5.5.3 Allowances / Benefits: Employees entitled with the organization can avail these benefits. •

House Allowance :

In NTC official accommodation is not available, but employees residing at specified stations are allowed house rent allowance @ 45% of initial basic pay of the pay group and employees residing at other then specified stations are allowed house rent allowance @ 30 % of initial basic pay of the scale. •

Head Quarters Allowance: -

Employees working in NTC head quarters are allowed to head quarters allowance at different rates for proposed scales. •

Conveyance Allowance:-

There are different rates of conveyance allowance for different grade of employees in NTC. •

Information Technology Allowance: -

All NTC employees are allowed IT allowance @ 500/- per month •

Entertainment Allowance:-


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This allowance is allowed to officers to entertain their official guests with their monthly pay at different rates. •

Recreation and Special Allowances:-

These allowances are given to all employees of NTC once in two years and per month. Recreation allowance is equal to 50% of the current basic pay. •

Over time Allowance: -

Employees in different groups performing their duties after their normal working hours are paid over time allowances at different rates. •

Hard Area Allowance:-

Employees posted to the hard areas which are hard to employees to go there are giving special allowances @ 15 % of their basic pay. •

Deputation Allowance: -

Employees in NTC whose services are hired on deputation are entitled to draw deputation allowance @ 20% of pay subject to maximum of RS. 6000/- per month. •

Annual Increment: -

All employees of the corporation in the time scale of pay are entitled to receive an annual increment. This increment is announced on the performance appraisal bases.

•

Medical Facilities:-

NTC is being providing medical facilities to its employees and their depended (family, parents) in very effective manner. This facility comprises of six main head which are appended below. Out Door:

Out door treatment is beside the given panels. The entitled are employees and its immediate dependents. Limits of expenditure are as under:-


34

-

BPS 1 to 15 which is equal to 2 basic pays for financial year

-

BPS 16 and above is equal to 1 ½ basic pay for fiscal year, and the reimbursement can be made up to above given limits.

Indoor:

In door treatment is entitled to employee and immediate family. In this treatment there is no limit of expenditure. The treatment can be availed only through given panels / government/ defense hospitals

Dental Treatment

Limit of dental treatment to above given entitled is ½ basic pay for one year Treatment can be taken through panel clinics however reimbursement can also be made as well. Un-utilized ceiling of the employees is carried forward.

Prolong Treatment

Prolong treatment is when a patient is suffering with disease that would be lengthen in duration for example Diabetes, Hypertension etc. It is limited to 2 basic pays for fiscal year, in addition to his out-door ce iling.

Critical Prolong Treatment

Critical or relating to a medical crisis: an illness of critical nature. Like Heart Diseases, Hepatitis C, Cancer etc. The expenditure can be made as per actual cost of the treatment.

Private Hospital

It is subjected to circumstances. Reimbursement from 50% to 90% can be made in case of extreme emergent / accident cases where any delay can threaten to the life of the patient.

5.6 Promotion:


35

Promotions in NTC are done at different grades and groups. But for promotion purpose, eligibility criteria are given in policy of corporation. Eligibility Criteria of NTC •

An employee possessing such minimum qualification as may be prescribed is eligible for promotion to a higher post under the rules of departmental promotion in the cadre or the post he/ she belongs.

•

If an employee have that qualification is suppose to pass an examination or training, as is specified in regulation or prescribed by the management by the time.

•

The length of service is a criterion after the minimum required qualification for promotion.

5.7 Termination: In NTC policy, an employee is terminated without notice, during the probation period of employee. Employee can be terminated if he violates the national telecommunication corporation polices/ rules and regulations.

5.8 Resignation: According to NTC policy an employee wishing to terminate his appointment are suppose to submit his/her recognition in writing, he/she is continue to be in the service of national telecommunication corporation until his resignation is formally accepted by the appointing authority. The employees resignations are not accepted by NTC in case of any disciplinary proceedings are pending against him.

5.8 Retirements:


36

Retirement from service is a legal separation from the service. On such date after he has completed 20 years of service qualifying for pension or the other retirement benefits as the competent authority may in the public interest direct.


37

SWOT ANALYSIS: SWOT Analysis can be characterized in terms of Strengths, weaknesses, opportunities and threats to NTC.

6.1 STRENGTHS:

i. Positive attributed currently present in NTC, particularly in comparison to competitors. ii. Own new NTC HQ Building iii. Strong customer relationship management system iv. Semi- autonomous corp. that provides telecommunication services to federal that provincial government. v. NTC has its independent training department’s on need base analysis, In house training, local training, and foreign training will be provided for the development and growth of employees. 6.2 WEEKENESSES:

i.

Local issues or characteristics that limit the current or future growth opportunities for NTC.

ii.

Not well equipped communication media.

iii.

Typical recruitment and selection methods as per rules are used.

iv.

Promotions are scheduled at slow pace. An employee has to wait for atleast six years for a single grade promotion.

v.

Employee’s job enrichment, job rotation, and job enlargement are not done properly.

vi. vii.

Shortage of skilled and techno workforce. Delays in process and procedures because of rules and regulation.

6.3 OPPORTUNITIES:

i.

Areas where NTC can remedy its weaknesses (learning from others, State- level assistance, global change, aggressive marketing, targeted investment, etc.)

Internship Report on NTC ii.

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Increased scope of telecommunication sector.

iii.

Increasing awareness of efficiency.

iv.

Strong government leadership

6.4 THREATS:

i.

Trends that threaten NTC future and attractiveness to new industry, from local weaknesses or global threats.

ii.

Shortage of skilled workers.

iii.

Aggressive incentives by the competitors.

iv.

High inflation rate.

v.

NTC will be threatened by the terrorist.

6.5 CHALLENGES FACED BY NTC:

i.

Lack of R & D

ii.

Local market lack investment from corporation and big joint company.

iii.

Shift of professional to abroad and foreign company.

iv.

Vat and high custom duty.

v.

Utilizing emerging technologies to improve staff productivity.

vi.

Ensuring the reliability, availability, survivability & security of telephone, data network & internet platforms & services.


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INTERNSHIP EXPERIENCE Department:

HR department: Assigned Duties:

1.

Letter making and office correspondence

2.

Maintaining the files.

3.

Job description

4.

Dispatching, data entry

5.

Updating the files and records.

6.

Collecting data from other department.

7.

Computer general purpose operations (like E-mail, Printing)

Learning:

1.

I learned how task are carried out in a practical environment.

2.

I learned professional behavior and attitude towards office work

and assigned tasks. 3.

I learned the formal behavior that is very important when we work

in an organization. 4.

I come to know how an employee feels motivated.

5.

I learned how to develop and maintain relations with the

colleagues, peers, opponents, supervisors and managers. 6.

I learned how much interdependency is needed when we work in

an organization especially when I collected data for Manual from different regions. 7.

I learned to work in a team and as an individual.

8.

I have learned the skill of identifying and judging people.

9.

Working in official environment increased my level of confidence

and also developed self confidence that I am capable of doing any kind of work. 10.

Punctuality on given tasks.


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ANALYSIS Working in an organization like NTC has really helped me specially in advancing my understanding of what we study in theory. An interaction with the practical environment helped me to understand how original tasks are carried out in practical environment. Terms that we study in our courses, how much they are relevant and important when you work in such a environment. Organization design of NTC is like that of any other Government Organization, though it has some positive points too regarding its premises and internal environment.


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RECOMMENDATIONS I would like to recommend the following for NTC. 1.

The communication gap should be narrow down

2.

Make un-announced visits of management

3.

Promote effective code of ethics

4.

Make available the people about the rules and procedures

5.

Create an environment within the company that human rights are

understood and respected 6.

In order to facilitate the employees there should be colonies for

residence 7.

Introduce attractive salary package not only for the top

management but also for the middle and lower management.


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CONCLUSION NTC being a prestigious organization provides a chance to fresh graduates like me who are still under the learning process to enhance their abilities by giving them a chance of internship. I come to know the actual working of this organization as the staff was highly cooperative and guided me at every step. Whatever I studied in the university was a great help and I was able to apply my theoretical knowledge and implement it into practical knowledge. Human resource department should play its dynamic role so that the organizational goals can be achieved. Human resource work activities my affect the whole organization vision. I as an internee gained a lot while working in NTC but the important things I gained are: 1. Interaction and interpersonal skills. 2. Knowledge application 3. Judging and identifying people. 4. Handling

different

managerial

problem

regarding

HR

&

administration. 5. Professional behavior and attitude towards office work and assigned tasks.

Haroon - Internship Report

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