Reformed Ptcl

Topics: Customer service, Pakistan Telecommunication Company Ltd, Brand Pages: 21 (4205 words) Published: March 4, 2013
|Reformed | | | |PTCL | |An analysis on how PTCL evolve as an aggressive competitor after the change of its management. | |

Table of Contents

1. Introduction

2. PTCL...Before Merger:
a. Vision
b. Organizational Structure
i. Centralization
ii. Narrow Span of Control
iii. Chain of Command
iv. Formalization
v. Heavily Mechanistic Structure

c. Range of Products & Services
d. Customer Support and Service Quality
e. Brand Image
f. Competitors & Subsidiaries

3. SWOT analysis
a. Strengths
b. Weaknesses
c. Opportunities
d. Threats

4. PTCL Reborn…The Change Begins:
a. The takeover of Etisalat
b. New PTCL’s Vision
c. Enhanced Brand Identity
d. New Strategies by a New Leadership
e. Structural Changes
i. Organogram
ii. Low Mechanistic Structure
iii. Decentralization
iv. Wider Span of Control
v. Lesser Departmentalization
vi. Chain of Command
vii. Less Formalization
f. Innovative Products & Services
i. DSL
ii. Smart TV
iii. Expansion of Data Business
iv. Multiplayer Gaming (To be Launched Soon)

5. Other Changes & Improvements
a. Customer Support
b. DSL Penetration
c. Future-based Planning
d. Etc etc etc

6. Resistance to Change
a. Employees’ resistance [not included]
b. Factors that caused resistance
c. How new management handled Resistance

7. Training & Development [not included in this draft]

8. The Results…
a. Financial Impact
b. Customer Satisfaction
c. Network Quality
d. Quality of Service
e. Brand Power & Brand Image
f. Market Penetration
g. Impact on Competition
h. Etc etc

9. Recommendations

[Preface, Acknowledgment, List of Figures and other stuff will come here in the

Final Report]

1. Introduction

Pakistan Telecommunication Company Limited (PTCL) is the largest telecommunication company in Pakistan. It serves all telecommunications services from basic voice telephony to data, internet, video-conferencing and carrier services to consumers and businesses all over the country. In 2006, Government of Pakistan sold 26% shares and management control of the company to Etisalat which is the fourteenth largest telecom operator in the world according to the Financial Times 500 survey. This merger has changed PTCL’s way of operation, the strategies, the brand image, the management and the organization structure.

This report is made to analyze whether these changes improved PTCL. How PTCL’s vision, mission and services have influenced their employees and customers. This report will compare before merger and after merger PTCL and will highlight the differences.

2. PTCL...Before Merger

We will focus on some characteristics of PTCL before the actual merger happens.

2.1 Organizational structure

The organizational structure if we see in the light of management concepts was as follows:

2.1.1 Centralization

The operations of PTCL were highly centralized. Even if a customer wants an action on his complain, no lower management staff can fulfill his request without the proper approval of his senior manager. The senior manager usually is a top-level manager. Thus,...
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