TABLE OF CONTENTS

S. NO. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26.

CONTENTS Title Page Acknowledgment Abstract Introduction to the Topic Detail of the Topic Employee & Employeess Union Types of Unions Continuous Quality Improvement Process The Six-Step Problem Solving Discipline Approach Techniques for a Productive Brainstorming Session Practical Study of the Organization PTCL Presidents Message Vision, Mission & Core Values Company Profile Packages Board of Directors PTCL Subsidiaries Role of Employees Union in the Continuous Quality Improvement Process at Warid Telecom PTCL Employees Union PTCL Offers Suitable Package to Employees Collective Bargaining: Date Collection SWOT Analysis Conclusion Recommendations References

PAGE NO. i ii iii 02 03 03 04 06 06 07 10 11 13 14 20 21 22 25 25 26 27 30 31 33 34 35

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INTRODUCTION TO THE ISSUE

The Continuous Quality Improvement Process uses a team approach to accomplish operational changes. Change occurs by changing procedures, empowering employees, placing customers first, and achieving long-term organizational commitment. Improvement is a continual process in Total Quality Management. It starts with a mission statement stating quality objectives. A survey of customer needs follows then after. Role of employees union in continuous quality improvement process have very importance like assist in the organization of workplaces to get a better deal for workers, provide representation when negotiating an award, enterprise agreement or contract and Ensure members are being paid correctly by checking employer time and wage records etc. Such goals demand that a continuous improvement (CI) process be established within the organization in order to provide quality management. Recently CI has been referred to as Total Quality Management (TQM). Whichever name is preferred, the concept must be understood and applied to a organizations operations.

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Role of Employees Union in the Continuous Quality Improvement Process in a Services Organization
Employees: Persons who are hired to provide services to a company on a regular basis in exchange for compensation and who does not provide these services as part of an independent business. Employees Union: An association of workers to promote and protect the welfare, interests, and rights of its members, primarily by collective bargaining. An employeess union is an organization of workers that have banded together to achieve common goals such as better working conditions. The union, through its leadership, bargains with the employer on behalf of union members and negotiates labour contracts (collective bargaining) with employers. This may include the negotiation of wages, work rules, complaint procedures, rules governing hiring, firing and promotion of workers, benefits, workplace safety and policies. The agreements negotiated by the union leaders are binding on the rank and file members and the employer and in some cases on other non-member workers. The general purpose of unions has been to protect and advance the well being of workers, while that of business has been to promote the interests of stockholders. Higher wages and higher profits are compatible over the long run in a growing economy. Conflict does arise, however, from the fact that in the short run higher wages for workers imply lower profits for shareholders. Power, too, is a matter of dispute. In the absence of unions, managers have a monopoly of power over their employees. With unions on the scene, that power must be shared. Types Of Unions:

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Unions can be categorized according to ideology and organizational forms. A distinction is often made between political union and business union. Although the goals and objectives of politically oriented unions may overlap those of business unions, political unions are primarily related to some larger working-class movement. Most political unions have some formal association with a working-class political party; these types of unions are more prevalent in Europe than they are in the United States. Contemporary American labor unions are best viewed as business unions. Business unions generally support the capitalist economic system and focus their attention on protecting and enhancing the economic welfare of the workers they represent, usually through some form of collective bargaining. According to U.S. law, unions can bargain with employers over wages, hours, and working conditions. The earliest unions were known as Trade Unions. Trade unions represent employees in a single occupation or group of closely related occupations. The members of trade unions are generally highly skilled workers. Examples of trade unions include the various skilled trades in the construction industry, such as carpentry, plumbing, and electrical work. Trade unions are most common in occupations in which employees frequently switch employers. A construction worker is usually hired to complete work at a specific job site and then moves on to work elsewhere (often for another employer). In addition to collective bargaining, trade unions often serve as a placement service for members. Employers contact the union's hiring hall and union members currently out of work are referred to the job. Another organizational form is the General Union. General unions organize workers across all occupations and industries. Although some highly diversified unions, such as the Teamsters, may appear to be general unions at first glance, this form of organization. Because they are typically politically oriented, general unions are more common in Europe and developing countries. Open Shop & Closed Shop: The term "open shop" refers to a company policy that does not restrict the business's employee work force to union
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members. "Closed shop," on the other hand, refers to a company that hires only union members. Under this latter arrangement, employees are required to join the existing union within a specified time after they have been hired. Local Unions: Local unions are the building blocks of the labor

movement. Although there are some free-standing local unions, the vast majority of locals are in some way affiliated with a national or international union. Most trade unions began as local unions, which then joined together to form national organizations. Some major industrial unions also began as amalgamations of local unions, though it was generally more common for national organizations to be formed first, with locals to be established later. The duties of a local union almost always include the administration of a union contract, which means assuring that the employer is honoring all of the provisions of the contract at the local level. In some instances, local unions might also negotiate contracts, although unions vary considerably in terms of the degree to which the parent union is involved in the negotiation process. National Unions: National unions are composed of the various local

unions that they have chartered. However, the terms international union and national union are generally used interchangeably. National industrial unions are typically more complex. They tend to be larger and have a more heterogeneous membership than trade unions (both in terms of skills and demographic traits). Although there are exceptions, contracts in industrial unions tend to be negotiated primarily by staff members from the national office. In many cases, the bargaining unit will include all locals from a particular company (across the entire country).. Federations: A federation is an association of unions. It is not a union in the usual sense of the term. Rather, it provides a range of services to affiliated unions, much as an organization such as the National Association of Manufacturers provides services to its member firms. Continuous Quality Improvement (CQI) Process:

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The CQI process uses a team approach to accomplish operational changes. Change occurs by following sequential steps that focus on changing procedures, empowering employees, placing customers first, and achieving long-term organizational commitment. This resource has been developed to walk you through the CQI process using six sequential steps referred to as the Problem Solving Discipline (PSD) Approach. They are listed below:The Six-Step Problem Solving Discipline Approach: Step 1: Step 2: Step 3: Step 4: Step 5: for Step 6: Step 1: Define Area(s) for Improvement Identify All Possible Causes Develop CQI Action Plan Implement CQI Action Plan Evaluate Measurement Outcome Program Improvement Standardize CQI Process Define Area(s) for Improvement:

Now that you have your CQI team established, it is time to define the area(s) for program improvement. It is important for the CQI team to clearly and specifically define the area(s) or issue(s) of concern. Answering the following questions may help the CQI team in developing a detailed description of the area(s) for improvement: What is the problem? When does the problem occur? Where does the problem occur? Why does the problem occur? Who does the problem affect or who is involved in the problem? How is this a problem? It may be helpful to consider several sources of information as you define the area(s) for improvement.

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Information that may be helpful includes results of customer surveys, customer complaints and suggestions, participation rates in conjunction with menu offerings, performance information (such as meals per labor hour) and information obtained from meeting with customers. Step 2: Identify All Possible Causes:

Once the CQI team has defined the area(s) they want to improve, the next step is identifying all the reasons or causes they believe contribute to the area(s) needing improvement. One means that may be useful in discussing possible causes is the Cause and Effect diagram. The Cause and Effect diagram is sometimes referred to as the Fishbone diagram because it looks like a fish skeleton. For the purpose of illustration, the Cause and Effect diagram is shown in Fishbone format and table format on page 9. The Effect is the area selected for improvement and the Cause is a list of all potential issues that contribute to the Effect. One way to thoroughly explore all possible causes is to lead the CQI team in a brainstorming process designed to gather many perspectives and ideas on the particular topic. To assist in the brainstorming process, some guidelines are presented below. Techniques for a Productive Brainstorming Session: Make sure that all members of the group fully understand the purpose and objective of the brainstorming session before they start. Emphasize that brainstorming is most successful when all ideas are welcomed. Assign a team member to record all ideas on a flip chart for everyone to view. Record all ideas exactly as stated and keep all completed flip charts visible. Encourage everyone to actively participate. Ensure all opinions are heard and valued.
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Encourage

creative

thinking,

stimulating

conversation,

and

respectful discussions. Step 3: Develop Action Plan:

Action plans consist of specific activities, procedures, and/or processes designed to address Causes selected by the CQI team as identified in the Fishbone diagram. Below an example of the development process. Example: The team focuses on the Cause No garnishing protocol. An action plan is discussed and the team identifies specific activities that need addressing: 1. 2. 3. 4. 5. The type of garnishes that are needed, The menu items to be garnished, Staff training on garnishing techniques, Determination of additional costs related to garnishing, and Identification of staff members to develop garnishing protocol and ensure the protocol is followed. Now the CQI team is ready for Step 4. Step 4: Implement CQI Action Plan:

Now is the time for the CQI team to implement their action plan(s) developed in Step 3. The Effect now becomes the Outcome for Program Improvement. Example: Effect: Menu items on the serving line are not attractively presented. Outcome for Program Improvement: Menu items on the serving line are attractively presented. Outcome for descriptors: 1. Program Improvement comprises of following five

Action Plan(s) (from Step 3 above)

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2. 3. 4. 5.

Measurement (determine how program changes will be documented through numbers or percentages Evaluating Measurement Outcome Person Responsible Time Line. Evaluate Measurement Outcome for Program:

Step 5:

Improvement: Using quantitative measurements (numbers or percentages) provides you with objective and factual data allowing you to assess the effectiveness of the action plan. If the measurement outcome has not been met the CQI team has several options. Three recommended options are listed below. 1. 2. 3. team. Additional examples of qualitative measurements are participation rates, production sheets, plate waste, mini surveys, verbal surveys, Web site surveys, meals/labor hour, staffing records, equipment usage/expenses, and/or food costs. Step 6: Standardize CQI Process: Take corrective action and evaluate the measurement outcome Return to Step 1 in the PSD Approach and re-define your area(s) for improvement. Return to Step 3 to re-evaluate the action plan chosen by the CQI again.

If the action plan is working, and the measurement outcomes are acceptable, the CQI team will write a program policy and procedure to incorporate changes into the daily operations. It is important to remember that the CQI process does not end here because it is a cyclic process. To fully benefit from the CQI process it must become a part of your everyday operation. Continuous program improvement leading to exceptional customer satisfaction happens when sequential steps are followed, employees are empowered, and the organization embraces the CQI philosophy.
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PRACTICAL STUDY OF THE ORGANIZATION

Ptcl
Introduction Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistans most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data, and internet, video-conferencing

carrier services to consumers and businesses all over the country. Whether it is an office in the largest city of Pakistan or a home in a small village, we are present in every corner of Pakistan to serve our customers. Historical Background: 1947 1962 1990-91 1995 1996 1998 2000 2003 2006 Posts & Telegraph Deptt Established Pakistan Telegraph & Telephone Deptt Pakistan Telecom Corporation About 5% of PTC assets transferred to PTA, FAB & NTC PTCL formed listed on all Stock Exchanges of Pakistan Mobile & Internet subsidiaries established Telecom Policy Finalized Telecom Deregulation Policy Announced Government of Pakistan sold 26% shares and control of the company to Etisalat. The Government of Pakistan retained 62% of the shares while the remaining 12% are held by the general public.

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Presidents Message
The challenges faced by PTCL became even tougher in the past year where Pakistan experienced a spillover from the global recession. However, with unwavering determination and strong passion we have remained steady and focused on our course to be the leading customer oriented ICT Company in Pakistan. This year PTCL has achieved numerous milestones, from some of which customers can benefit today while other long term initiatives will bring a fruitful tomorrow. Broadband Pakistan became the largest broadband service in Pakistan. EVO launched in June 2009 and made the Company the first 3G wireless broadband provider in Pakistan. This service is set to become one of the primary products of PTCL for years to come as is evident from the excellent reception it has received. PTCL continues to enhance and consolidate its position as the leading and premier broadband provider in the country and undoubtedly the sole Integrated Telecom Service Provider offering Bundled Voice, Data, Internet and TV services at compelling and competitive rates to a wide audience. At the corporate front, we have remained equally successful. PTCL today is the backbone for businesses throughout Pakistan through Voice, Data and Internet services. This year has seen the revolutionary roll out of customized services and state of the art audio and video conferencing facilities. With the launch of our Data Centre in Karachi and subsequently in other cities, corporate customers now have access to highly secure, reliable and networked hosting facilities for critical applications and services. Continuing with its efforts to improve and diversify Pakistans international connectivity with the rest of the world, PTCL has embarked on an
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ambitious project to link the country to the future data highway. Along with eight other international telecom providers, PTCL signed the Construction and Maintenance Agreement (C&MA) for IMEWE Fibre Submarine Cable System linking Karachi with Western Europe directly. The capacity of this system, to enter service shortly, will meet and cater to the growing and expanding demand for the broadband internet traffic for years to come. We fully realize in PTCL that while we work dedicatedly to enhance our Systems and Processes, In this respect, we continue to work on several projects and initiatives to improve our efficiency and response to customer demands and complaints. Also, we remain confident that our customers will see a marked and noticeable improvement in our services. With this in mind, we shall continue to invest in our people and workforce to cultivate a culture of service and differentiation and inculcate in them a new sense of purpose and self worth for reaching out to our customers. In view of the above achievements and undertakings, I am confident that our future is bright and promising and we look forward to successfully delivering on our commitments.

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

Mission
To achieve our vision by having: An organizational environment that fosters professionalism, motivation and quality An environment that is cost effective and quality conscious Services that are based on the most optimum technology "Quality" and "Time" conscious customer service Sustained growth in earnings and profitability

Core Values
Professional Integrity Customer Satisfaction Teamwork Company Loyalty

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COMPANY PROFILE
PTCL is all set to redefine the established boundaries of the

telecommunication market and is shifting the productivity frontier to new heights. Today, for millions of people, we demand instant access to new products and ideas. More importantly we want them for their better living standards with increased values in this ever-shrinking globe of ours. We are setting free the spirit of innovation. PTCL is going to be your first choice in the future as well, just as it has been over the past six decades. Business & Corporate Users: For clear communication the first choice of business circles is PTCL telephone for local, nationwide and international calling. Today businesses can have 10-100 lines with modern day services to meet their needs. Now you get options like Caller-ID, call-forwarding, call-waiting, Call Barring, to name a few. Other business specific services include: 0800-Toll free number, 0900-Preminum rate services, VPN-Virtual Private Network, Audio Conference Service, Digital Cross Connect (DXX), ISDN (Policy), Teleplus (ISDN/BRI), Digital Phone Facilities/ Modification Charges, UAN, UIN. Nationwide Infrastructure: We have the largest Copper infrastructure spread over every city, town and village of Pakistan with over million installed lines. The network has over 6 million PSTN lines installed across Pakistan with more than 3 million working. Furthermore installed capacity of broadband is more than 0.6 million ports spread across 414 cities and town of the country

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National Long-haul Core Network: We have over 10,400 km fully redundant, fiber optics DWDM backbone network. It connects over 840 cities and towns with 270G bandwidth. Carriers Services: As carriers-carrier, we provide the core infrastructure services to the cellular, LDIs, Local Loop operators, ISPs, Call Centers and payphone operators. We provide all carrier services, right from inter-connects and tele-housing to DPLC and IPLC connectivity. Our interconnect services are provided from our 3200 exchange locations that connect your carriers networks domestically, in addition to providing IPLC bandwidths to connect you internationally through our four international gateways and SEA-ME-WE3 and SEA-ME-WE4 international submarine, also IMWE submarine cable will be added by the end of the year.

Furthermore to provide connectivity to operators in the extreme remote areas of the country, PTCL launched its state of the art satellite service (Skylink). PTCL satellite service (Skylink) is provided using the Intelsat Satellite System, an undisputed leader in satellite communications. White Label Services: PTCL customers can now provide uninterrupted services to their clients without undertaking large scale investment in infrastructure or developing expertise in their own network. PTCL White Label Services are focused on speed and simplicity at minimal capex. This will enable our customer to offer their own branded WLL, DSL etc to customers nationally, together with an array of key support services.
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Page 16 of 37

EVO Wireless Broadband PTCL EVO 3G Wireless Broadband is Pakistans fastest wireless internet which offers its customers superior 3G internet experience. Evo Wireless Broadband is enabling the wireless broadband revolution in Pakistan with flexibility to roam freely like never before. PTCL Evo has revolutionized the way people connect to the internet by offering true mobility. PTCL Evo is currently offering its services in more than 18 cities on EV-DO technology offering speeds up to 3.1 Mbps. PTCL Evo gives its customers the advantage of nationwide roaming with seamless internet connectivity across Pakistan. The coverage of Evo is not limited to 18 cities as Evo customers can enjoy CDMA-1X data rates of up to 153.6 Kbps at more than 1000 destinations across Pakistan. The portable, small & stylish Evo USB device is a multipurpose device which not only delivers fastest wireless internet but can also be used for Voice Calls by inserting a Vfone SIM and for data storage by inserting a standard Micro SD Card Broadband Pakistan: PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. Since its launch on 19th May 2007, PTCL has acquired approximately 432,821 Broadband customers in over 414 cities and towns across Pakistan, leading the proliferation and awareness of Broadband services across Pakistan. With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where till a couple of years back there was very little awareness in the country about broadband & high speed internet services. PTCL made the broadband technology affordable by lowering the barriers to entry, by geographically bringing the service within the reach of a common user across Pakistan and by continuous improvements in customer care for the service. Unique offers that makes PTCLs Broadband unmatchable are special packages for the student segment, One time Installation charges of Rs.
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500. The installation charges are applicable from July 1,2010, Availability of Wifi Modems, FREE dial up service for its Broadband customers and FREE access to movies, music, classical Pakistani dramas, cricket matches, online gaming, educational and religious content on PTCLs entertainment portal BUZZ, (the access to PTCL Buzz & Gaming lounge is exclusive to PTCL Broadband subscribers). PTCL also offers multiple FREE personalized e-mail accounts exclusively to its broadband users. In addition, PTCL recently doubled its broadband speed for all its existing and new customers at the same price, making 1 MB as its minimum offered speed. For a connection you simply dial 0800 8 0800 or visit www.ptcl.com.pk IPTV Service (Smart TV): PTCL SMART TV Using its state of the art Broadband network, PTCL entered the media sector on 14th August 2008, by launching a digital interactive television service for the first time in Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the list of a few countries across the globe that offer this state of the art interactive TV service to its subscribers. Branded under PTCL Smart Line, the service includes Interactive Television, Broadband and voice telephony all at the same time on PTCLs telephone line. 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. Currently PTCL Smart TV offers its viewers 125 live channels and over 500 Movie titles through its Videoon Demand service. The service is available in 16 cities including Karachi - Lahore - Islamabad - Rawalpindi - Gujranwala Faisalabad - Peshawar - Sialkot - Multan - Sargodha - Jehlum Wah Cantt - Taxila - Hyderabad - Abbotaba and Sukkur however it

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is planned to be expanded to all the major cities and towns across Pakistan during the year 2010

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Pak Internet Exchange: It is the only IP enabled network with 40 (number increase) point-ofpresences (POP) in 26 cities. The existing 16G active bandwidth is used for internet, data, video and video-conferencing services and for voice of LDI. All PTCL Broadband users, narrow band users, corporates, mobile operators, and ISP are connected to this network.

V-fone: PTCL also continues to be the largest CDMA operator in the country with approximately 1.25 million V-fone customers. It offers fixed wireless telephone for your homes & business. With CDMA2000 1X technology, ours is the largest WLL network with a capacity of 2.6M, covering over 10,000 urban & rural areas. The network is already enabled for Voice, Dialup-Internet access (153.6kbps) and EVDO Broadband. V-fone can be bought from our franchises or by dialing 1236 and it will be delivered within 48-72 hours. International Network SEAMEWE-3 Submarine Cable System: PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing Station at Karachi. SMW-3 cable connects 39 cable landing stations in 33 countries and four continents. SMW-3 is the longest system of the world with a total length of 39,000 Km. SMW-4 Submarine Cable System: SMW-4 is a relatively new submarine cable system (inaugurated in December 2005) and links 14 countries with 16 landing stations across Europe, Middle East and Asia. The system is using Terabit DWDM technology to achieve. The link between any two destinations is STM-1. SMW-4 is designed for relatively higher traffic volumes.
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IMEWE cable details and Status with Map: IMEWE Submarine Cable is a Tera bit capacity submarine cable system connecting India to Western Europe through Middle East. The Cable system is 13,000 km long with 10 landing points in 8 countries. Satellite Communication: PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. These installations provide the diversity for International voice connectivity and also work as Hub for domestic satellite users. There are four Intelsat Standard B Earth Stations at Islamabad, Gilgit, Skardu and Gwadar.

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Packages
Broadband 10MB Broadband 1MB to 4MB Broadband Student Package promo PTCL Call me back service EVO NITRO Rev B Islamic Portal Service BUZZ PORTAL (For PTCL DSL Subscribers only) Vfone GRAND Recharge PTCL Gives Rs. 40 million for Flood Relief Activities PTCL Fund Raising Service Landline Lucky Draw Promo Smart TV Vfone POSTPAID Broadband Double Speed NTC RS 500 Promo EVO Launched in 100 CITIES i-Sentry - Security & Surveillance Solutions Personal Global Number PTCL Cricket Info EVO in PESHAWAR Song Dedication QuadPlay Unlimited International Plus Online Phone BILL VIEW/PRINT EVO Rs 799 / Month One Rupee One Minute Broadband WiFi Broadband PTCL Event Gallery PTCL Direct Vfone Unlimited Package
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BOARD OF DIRECTORS

Mr. Naguibullah Malik Chairman PTCL Board Secretary IT & Telecom Division, Ministry of Information Technology Government of Pakistan, Islamabad Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani Chairman & Chief Executive Officer, Etisalat International Pakistan L.L.C Executive Vice President Contracts & Administration Etisalat, UAE Mr. Salman Siddique Secretary (Finance), Ministry of Finance Government of Pakistan, Islamabad.

Mr. Abdulaziz Ahmed Saleh Ahmed Al Sawaleh Chief Human Resources Officer Etisalat, UAE

Mr. Mushtaq Ahmad Bhatti Member Telecom Government of Pakistan, Islamabad. Ms. Farah Qamar Company Secretary PTCL PTCL Headquarters, Islamabad.

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PTCL SUBSIDIARIES
Ufone (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its operations on 29th January 2001 as a GSM 900 service provider. Since the outset, 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). Privatization The growth of the cellular sector in Pakistan can also be attributable to good governance policies of the government of Pakistan and the Privatization Commission. In April 2006, Emirates Telecommunication Corporation, which is commonly known as Etisalat, has assumed management control of Pakistan Telecommunication Company Limited part of the $2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL, and consequently Ufone, is hailed as ushering in a new era for telecommunications in Pakistan. Now, under the management of Etisalat, Ufone will concentrate on customer needs and benefits and is more determined than ever to be the leading cellular player in the market. Ufone has been known for providing superb propositions and quality service to its customers. With the new expected investment, Ufone can now aggressively expand its network coverage. Key Accomplishments Ufone has always played a pivotal role in the development of the cellular market in Pakistan. For the most part, it has been a step ahead in introducing innovative products to the market. Ufone was a pioneer in launching the GPRS services and Multi-media Messaging Service (MMS) in
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Pakistan, and lead the way in introducing GPRS international roaming and prepaid international roaming for these services in the Pakistani market. Performance As mobile users in the country have reached over 28 million at a very rapid pace, Ufone has maintained itself as the 2nd largest cellular operator in Pakistan with a subscriber base of around 6.5 million and a market share of nearly 25%. Ufone has seen a subscriber growth rate of over 200% in the last year, and since the start of 2005 Ufone added nearly 5 million subscribers onto its network. A remarkable achievement indeed, especially considering the fact that two new international players also entered into the market in 2005. Subsequently the growth in subscriber base caused a healthy trend in revenues which have doubled. Brand While keeping its tradition of being the trend setter in the industry, Ufone changed the image of mobile phones from a luxury only affordable by the elite, to a necessity affordable by the common man. Since its inception, Ufone has positioned its brand for masses. In keeping with the upcoming competition and market dynamics, Ufone increased its focus on the youth segment (which comprises 50% of the population), with the Prepay brand. By designing market focused products, Ufones brand team launched aggressive campaigns, which further increased the brand equity. The new brand image gained huge popularity amongst the targeted market. A recent marketing survey conducted by a prominent marketing research company showed that Ufone has considerably increased its brand visibility and image. Ufones Prepay brand is now considered to be one of the most favored brands by the youth market and is followed by other mobile operators launching their respective brands for the youth market. International Coverage Ufone provides International Roaming facility with more than 150 international operators across 79 countries. Ufone has GPRS roaming agreements with several international operators and also provides prepaid roaming facility to selective destinations.

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Customer Service Ufone is proud to have an efficient and friendly customer service through 21 company-owned Sales & Customer Service Centers and nearly 250 franchisees across the country. The outlets are able to service the customers with innovative solutions, and are empowered with Web based franchise management systems. Ufone is poised to face the ever increasing challenges of the market and is confident it will attract new customers. It has the ability to retain its existing customer base with a high level of customer satisfaction via optimum network service and a 24 hour call center facility. Network Coverage Ufone has always believed in a solid commitment to growth, security and reliability. Therefore, Ufone has always balanced its expansion efforts and quality of service. With a total current investment of $400 Million, Ufone has network coverage in more than 260 cities and towns and across all major highways of the country. Ufone has been instrumental in the growth of the cellular market in Pakistan. It is a company committed to excellence. Under the new vision of Etisalat and with the support and collaboration of its employees and vendors, Ufone aspires to be the best in the market by offering customer focused products and a quality service and sales network. Maskatiya Communications PTCL acquired Maskatiya Communications (Pvt) Limited (MAXCOM) during the year. MAXCOM is an internet service provider operating in Karachi and some parts of Hyderabad. Its customer base is around 6,000 subscribers. The 100% shareholding of MAXCOM has been transferred in PTCLs name. MAXCOM customers are now eligible to enjoy superior PTCL broadband and other products and services.

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Role of Employees Union in the Continuous Quality Improvement Process at PTCL

Commenting on the Unified Pay Scale (UPS), the PTCL spokesman explained that this package is for the benefit of workers and those opposing it are misleading the entire work force without being fully aware of its salient features and benefits. The PTCL employees are at the gaining end and shall receive a substantial raise in their salaries and pension on the other hand all of their service rights remain protected as according to PTCL Service Rules of 1996 and the Telecom Act 1996, said the spokesman. PTCL Employees Union: Employees Union never compromised on rights of workers nor remain ignored of the situation rather they made practical struggle for securing their rights. PTCL Union leaders Malik Maqbool, Hammad Qureshi and Rana Hasan said that the Workers Unions leaders and PTCL management are bound to hold talks on workers demands. Pakistan Telecommunication Company Limited (PTCL) has no right to impede the salaries of 26,000 workers, and they have full right of peaceful protest for their demands. The union leaders said it was startling that a senior officer was misguiding and deceiving the workers as well as the management. The Honorable Court has not issued any order for stopping the protest. During trial of this case the court had clearly said that protest is the right of PTCL employees. The court had directed all employees to be careful in their protest which should be peaceful so that there is no damage to government property. They said that the court had clearly issued orders to PTCL management to hold dialogue with the Union leaders for solving the demands of employees. PTCL cannot stop the salary/bonus and issue show cause notices to employees.
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It is surprising that the PTCL management is issuing warning to the employees at different offices in the country which is a clear case of contempt of court, they said. The leaders requested all employees to be united against the high-handedness of PTCL management which cannot demoralize the employees. PTCL Offers Suitable Package to Employees: Keeping in mind the inflation and employees well being, PTCL has offered the most adequate compensation package for its employees with a raise of 30 percent on their running pay scale and 20 percent for December and June performance based raise in terms of good conduct, punctuality and discharge of their normal duties. Pakistan Telecommunication Company Ltd (PTCL), after privatization, is a privately run organization, which follows private sector practices for the betterment of its employees. The current announcement by the Government of Pakistan for the raise of salaries by 50 percent does not apply to PTCL, said a PTCL official here today. It was further added that PTCL management has decided to allow the placement of all non-management regular employees in the next higher scale, as per the channel of promotion on account of 12 years service. In addition ul-Fitr. It has been said that though it was not mandatory for PTCL to raise its employees salary but at PTCL employees are the most valued asset of the company and their well being and benefits have always been the top most priority. There are still some elements that are propagating and instigating employees, exploiting and staging protests for their own vested interests, ignoring the collective larger interest of all employees.
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to

this,

Eid Bonus has been announced for all employees on the occasion of Eid-

Collective Bargaining: Collective Bargaining is bargaining between and/or among representatives of agencies and labor unions to set working conditions for all employees in an appropriate bargaining unit. Employees have the right to engage in negotiations (i.e., collective bargaining) over conditions of employment through their chosen union representatives. Negotiating or collective bargaining is the mutual obligation of management and the union to meet at reasonable times and bargain in a good faith effort to reach agreement with respect to conditions of employment affecting employees represented by the union. Conditions of employment are a broad term, which encompasses personnel policies, practices, and matters affecting working conditions. Certain matters are specifically excluded by law from being considered a condition of employment e.g., the classification of a position. Collective bargaining comprises the settlement of wages; conditions and procedures by bargains expressed the form of an agreement made between employers association or single employers and trade unions. The objective all bargaining is to find and agreement. Agreement may be conveniently divided in to procedural and substantive agreement. In a broader sense collective bargaining is an opportunity to build your union. Unions need a strategy, solidarity, information, and skills before embarking on a round of collective bargaining. Collective bargaining emphasize the importance of an action plan, economic and company-specific research, rank and file involvement, alliances with the community and other unions, pressure tactics, internal and external communications, strike contingencies, negotiating techniques, and afterthe-fact analysis and evaluation. At a general level the goal of union is to improve economic and other conditions of employment. A union's power is based on an active membership. Leverage comes through union density (a high percentage of union members in the workplace, the industry, and the community) and solid community support. The smoothest and most

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sophisticated bargaining skills at the table cannot compensate for the absence of these factors. Current trends in industrial relations, such as labor management cooperation and new tactics used by management and labor are being fueled by changes in economic climate. These include foreign competition domestic nonunion competition, changes in technology and deregulation. In view of these changes accommodation of labor and management to each others need (win-win bargaining) is more appropriate than the old adversarial win-lose approach. Successful implementation of total quality management depends heavily on changes in employee attitude and activities. But what its impact on these changes on the employee, especially on employee turnover intentions? Studies revealed from PTCL test using 100 employees before CQI Process and a subset of 75 employees after CQI implementation. Results indicated significant improvements in a role of: ambiguity, job satisfaction, job involvement, organizational commitment, and employee turnover intentions, but no significant changes in role conflict, task characteristics, and career satisfaction. TQM managers are expected to gain employees trust, encourage employees problems solving, and promote co-operation among departments. In fact, many of the basic elements of TQM deal with people: team work participate management, creativity, innovation, reward structure, extensive training, high level communications, reduction of fear of losing security, obsession with improvement, management commitment at all levels, customer feedback, employees involvement through and empowerment, for improved communications flatter organizations and quicker decision

making. Empowerment does not mean that the management has no role to play or no responsibility. In fact, the management has more responsibilities. They have to monitor the skills continuously required for carrying out the ever-changing complexity of jobs of the teams. The management must be willing to help the teams when they are unable to solve issues. The responsibilities of the management are to control the
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processes and not the individual team members. It was proved that productivity increased by empowerment by 30 percent. The employees should be encouraged to their own responsibility and top management should help them to achieve it. The top management should take responsibilities on the following: Management should listen to attitude. Good listener makes the difference. Accept the recommendation given by a union and believe that it is good for the organizational growth. Invest time and money as requested by union. Prepared to wait for the success of the unions and do not pressure them to achieve results immediately. Spend more time at the initial stages and listen to the problems of the union. During execution there may be some problems and should be heard instead of finding fault. Reward the good union and this motivate further. Provide information technology based communication systems.

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DATA COLLECTION
U-fone is currently enjoying 20.53% users of Pakistan mobile industry. It means U-fone has 17,800,424 subscribers.

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SWOT ANALYSIS

The SWOT Analysis of PTCL is given below . Strengths: Made large capital expenses on network improvement to stay competitive. Ufone is performing well though Warid and Telenor are tough competitors. PTCL, Ufones profitability increased by 49.2 percent to Rs 977 million in 1H/FY07 as compared to Rs 655 million in the corresponding period last. With over 2 million lines PTCL is the largest WLL provider. 1134 base stations cover 720 cities and capacity is being added. Local service revenue is better, paying bills through phone is a commendable start. Global connectivity reliability has been improved. PTCL is expanding the long distance and infrastructure side through spreading out two SEAME-WE submarine cables.

Weaknesses: PTCL-V, the fixed wireless phone service is poor. They should use some their marketing Rupees and use it for better service delivery, correct billing and competent customer service. Recent censoring fiasco and its poor handling exposed deep problems with administration and bureaucracy at PTCL. It was yet another major public relations disaster.

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Opportunities: IPTV rollout can change the game, if done right it will tilt the odds in PTCLs favor. It will make sticky bundles possible (tv+pohne+mobile) with say a single bill for convenience. Has vast infrastructure and real estate assets which can be leveraged Threats: Increased competition in long distance continues to exert pressure. Bandwidth rate dispute with PTA is been dragged in court: if PTCL loses it will be a major cost, EVEN IF PTCL wins the case their artificially high bandwidth rates cannot be sustained. Paknet, the Internet service provider arm of PTCL continues to incur losses due to poor managment and lack of network optimization. further.

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CONCLUSION
No doubt PTCL is enjoying monopoly but the time is came when competition will force company to change its policies to become favorite telecom service provider in the market & keep its current place and customer base. The actual working substances are the human beings. Its goes with out saying that Human Resource Department is the most important part of the organization. It integrate all the designing compensation package, employees appraisal system, hiring & firing of employee, motivation & promotion of the employees. Employees Unions also play vital role in the organization. Aim of employees union is to promote and protect the welfare, interests, and rights of its members, primarily by collective bargaining. I concluded that PTCL is working very efficiently but one sentence is necessary to quote here Victory is not everything, but the way of fighting is.

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RECOMMENDATIONS
PTCL needs innovative service offerings currently it doesnt even offer bundles or a single bill. Has been unclear about its IPTV and WiMAX plan and strategy (trials are in progress) Overall PTCL still behaves as a monopoly it has to change its attitude. At a minimum, avoiding billing errors and providing competent and courteous service to its customers is essential if PTCL wants to show that it is transforming itself to a competitive company which cares for its customers. It is said that the best assets of a company go home to their family in the evening. Can the culture of PTCL be changed to a performance and service based organization? According to the latest directors report from PTCL the organization is being revamped. Only time can tell the impact. and Employees Union should be encouraged to their own responsibility top management should coordinate with to achieve overall organizations performance.

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REFERENCES

Web Sources: Companys website http://www.ptcl.com.pk http://www.ufone.com http://www.etisalat.ae Magazine Business Economy Google.com Economic Survey of Pakistan Security and Exchange Commision of Pakistan Yahoofinance.com Reports: PTA Reports Books: Total Quality Managmene (3rd Edition) by Dale H. Besterfield, Caroi BesterfiedlMichna, Glen H. Besterfield & Mary Besterfield-Sacre. Articles: Dawn Newspaper Daily Times Newspaper

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