training & dev-819

Asad Hussain MBA HRM Roll No. 508195455

ALLAMA IQBAL OPEN UNIVERSITYISLAMABAD

ASSIGNMENT NO.2ON

Training and Development (819)Topic:-

Designing Training Programmes

SUBMITTED BY_ ASAD HUSSAINSUBMITTED TO – SIR SALEEM JAHANGIR MIRZA SB.

ROLL NUMBER – 508195455.MOB. NUMBER – 03335174447.

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ACKNOWLEDGEMENT

All praises to Almighty Allah, the most Gracious, the most

Beneficent and the most Merciful, who enabled me to complete

this assignment.

There is always a sense of gratitude one expresses to others for

the helpful and needy service they render during all phases of life.

I have completed this assignment with the help of different

personalities. I wish to express my gratitude towards all of them.

It gives me immense pleasure to express my deep regards and

sincere sense of gratitude to Mr. Ijaz Gul, Assistant Manager

(Training) PTCL H/Qs, Islamabad for his support which helped me

throughout my assignment.

I would also like to thank my teacher MR. SALEEM JAHANGIR

MIRZA SB for steering my confidence and capability for giving

me insight into assignment by giving me exposure to the arena of

competitive and real world.

Lastly I would like to thank my parents and friends for their

constant support during the duration of my training.

Thank You One and AllASAD HUSSAIN.

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ROLL NO. 508195455.

MBA (HRM).

EXECUTIVE SUMMARY

This assignment is a research-oriented activity, which represents

both the theoretical and practical implication of the topic. In the

first section of this assignment, I explain the theoretical aspect of

the topic and all major parts has been explained which are

involved in designing a complete training programme. For

empirical study, I select my own organization where lot of

trainings are conducting annually for PTCL employees all over the

country at PTCL Academy at Sector H-9, Islamabad.

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CONTENTS:

TITLE PAGE…...………………………………………………………… 1

ACKNOWLEDGEMENT………………………………………………… 2

EXECUTIVE SUMMARY……………………………………………….. 3

CONTENTS...…………………………….………………………………. 4

INTRODUCTION…………………….……..…………………………… 5

DETERMINE WHAT TRAINING IS NEEDED..………….……... 5

DETERMINE WHAT TRAINING APPROACH TO USE.…….... 9

PUTTING TOGETHER TO YOUR OWN TRAINING PROGRAMME… 12

TRAINING EMPLOYEES………………………..……………………… 14

EVALUATION OF YOUR PROGRAMME.………………………….. 14

PRACTICAL STUDY (PTCL)…………………………………………… 16

INTRODUCTION…………………………………………………………. 16

VISION / MISSION STATEMENTS…………..……………………… 17

VISION STATEMENT OF TRAINING & DEV DEPTT…………… 18

PTCL ACADEMY CALENDAR (2008-09)……………….....……... 20

BENEFITS TO THE COMPANY……………………………………….… 22

URGENT TRAINING NEED PROGRAMMES………………………… 23

MILESTONES ACHIEVED………………..………………………………. 25

CUSTOMER CARE INITIATIVE (LINEMEN TRAINING)………… 27

OBJECTS OF PROJECT…………………………………………………….

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PROJECT EXECUTION……………………………………………………..

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Asad Hussain MBA HRM Roll No. 508195455 APPREHENSIONS…………………………………………………………….

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Introduction

Keeping your company operating like a well-oiled machine is not

an easy task, especially if your business has a high turnover

rates, such as retail. In order to reduce the amount of time it

takes to train your new employees to reach their full potential,

you need to develop a training system that is streamed-lined,

effective, and efficient and gives your new employees the skills

needed to be a good employee without overburdening them with

too much information. Finding the balance between too much and

too little information is the key to designing the most effective

training system for your company.

A training design is a detailed plan for what you will do, why you will be doing it, and the best ways to reach your objective. The Eight Steps to an effective training program are:

Step 1: Define purpose of training and target audienceStep 2: Determine Participants’ needsStep 3: Define training goals and objectivesStep 4: Outline training contentStep 5: Develop instructional activitiesStep 6: Prepare the written training designStep 7: Prepare participant evaluation formStep 8: Determine follow-up activities for the event

Step One: Determine what training is needed.

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Asad Hussain MBA HRM Roll No. 508195455The first step in designing a training system for your company is

to determine what kinds of training is needed. You will need to

conduct an organizational analysis, a task analysis, and a person

analysis. This three-tiered examination of your company’s training

needs is required to identify: factors that will inhibit and aid

training, to identify tasks that most employees will need to be

trained in, and to identify employees that need to be trained.

• Be clear about what your training needs hopes to accomplish; prioritize

• Be clear who your target audience will be.

Organizational Analysis

An organizational analysis is used to identify company factors that

can negatively or positively impact the effectiveness of a training

program. These factors include such things as money available for

training programs, person power analysis and planning resources,

employee relations and attitudes, and company resources

available for training purposes.

Examples:

1. The amount of money that is allocated to training will most

likely be based on your company’s turnover rate, the

difficulty of the jobs performed, and the amount of cash flow

that your company has. Companies that have high employee

turnover rates will probably not want to spend a lot of money

on training because the employees usually don’t stay very

long after the training period, and therefor it is a waste of

money to invest a great deal of time and money on training

certain employees.

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2. Timing and personnel climate also can have a major impact

on the effectiveness of a training program. For instance if a

company has recently undergone a reorganization where

many people were laid-off or displaced, and the company

has not given its employees raises or promotions in several

years, implementing a new training program may not be the

best investment of company resources. Employees in this

situation may harbor hostile feelings towards the company

and management, and may not be receptive to new training.

Instead, it would be a better investment to allocate money to

improving employee relations and morale.

Task Analysis

A task analysis is a process of identifying what skills and activities

need to be taught. To generate a list of skills that employees need

to learn you can conduct a job analysis. A job analysis is basically

just an examination of a job and a listing of the "minimum" duties

and skills that are required to successfully perform the job.

Example:

Job Title:

← Secretary

Job Skills:

← Typing 55-65 w.p.m.

← 10-key

← Word processing

← General computer skills

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← Operation of office machines

← Phone skills

← Spread sheet skills

← Filing

As you can see, this list is very basic, and generalized to the skills

required of just about any secretarial position. While the secretary

that holds this position may perform many other tasks during the

course of a week, these are the minimum skills that are needed to

be able to "successfully" function in this position.

After identifying what tasks are involved in each job, the next

step is to identify what tasks need training. If an employee

already has an identified skill it is a waste of money to train them

in that skill. If you identify a skill that does require additional

training then you will need to formally identify it as a training

objective in writing. This objective should identify (1) what the

skill is, (2) how the trainee is to learn the skill, and (3) how

proficient they need to be in the skill after the training process is

completed. This documentation is needed to not only to let

employees know what is expected of them, but also for personnel

to maintain a common standard of training for all employees, and

to protect you against lawsuits if you need to discipline or

terminate an employee for not meeting the standards set out by

the objectives.

Person Analysis

The final step in determining what training is needed is to conduct

a person analysis. A person analysis is the identification of people

in your company that need training. There are many ways that

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Asad Hussain MBA HRM Roll No. 508195455this identification process can be handled. First an examination of

past and current performance appraisals can be made to identify

employees that have areas that need improvements. Surveys can

also be used to identify skills that the employees themselves

think that they should have or that they need to have to perform

their jobs more successfully. Interviewing employees can also be

used to identify skills that are needed or desired by employees, as

can skill and knowledge tests. The final way a person analysis can

be conducted is to evaluate and review critical incident reports

that have been filed in personnel. These incidents can pinpoint

specific skills like customer service, assembly, etc. that specific

employees or departments need to improve.

The more accurately you know the needs of your participants the better your training design will be. Findout their needs and expectation by:

• Get participants to complete a brief, written survey• Survey a random sample of participants by phone to

Collect more detailed information. Ask them:- current roles and responsibilities- previous training on this topic- reasons for attendance- specific needs and expectation of eventReview past evaluation and feedback forms

Step Two: Determine what training approach to use.

After you have identified who needs to be trained in what areas,

you will need to determine what training methodology to use.

Today there are many options managers and business owners can

exercise to train their employees.

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Asad Hussain MBA HRM Roll No. 508195455Seminars are a popular choice for large-scale training issues like

professional standards updates and customer service issues. The

benefits of this type of training methodology are: that they are

usually given by an expert or organization that has extended

knowledge of the area, they cover all the issues related to the

issue is a short period of time, training materials are provided,

and employees enjoy the fact that they get out of work to attend

the seminar. The drawbacks of seminars are based on the time

and money that they require. Employees are away from their jobs

for one or more days to attend the seminar so the company must

either do without their services during this time or pay for a

temporary replacement. In addition to losing money for missed

work, the company also has to pay for the seminar, travel,

lodging, and meals while the employee is at the seminar. Another

drawback to this type of training is that the material is presented

to all employees at the same pace and in the same manner. This

methodology does not take into consideration different learning

styles or paces of individual employees, and therefore some

employees may be bored while others may feel overwhelmed by

the amount of material being presented to them in a short period

of time.

In order to overcome pacing issues of training materials,

programmed instruction can be used to deliver training materials.

Programmed instruction is basically a hard copy format of

training that is delivered either through: step-by-step booklets,

latent ink booklets, or through computer-assisted instruction or

computer-based training. All of these formats allow employees to

progress at their own pace, and to go back over material as many

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Asad Hussain MBA HRM Roll No. 508195455times as needed. The drawback to this type of training

methodology is the costs associated with purchasing training

materials for every employee, especially if the company has a

high turnover rate.

Examining case studies is another training methodology that

can be used. Employee meetings can be held in which critical

incidents are reviewed and alternative solutions or actions can be

discussed. The advantages of this type of training methodology

are that the issues addressed are specific to the company, and

that employees can see the connection between a skill and its

result easier in this situation than they can in a made up example

printed in a training booklet. The main drawback to this

methodology is that employees may feel singled out if the case

study is about them. To overcome this, you may need to word the

case study in a manner that gives the employee anonymity and

that changes the situation enough so it can not be attributed to a

specific employee.

Simulation is yet another training methodology that can be

utilized. Simulation is basically just walking an employee through

the motions of a skill in a controlled environment until they

master the skill. The benefits of this training methodology are that

they train employees to perform specific skills needed for their

job, and simulations help train employees to respond

appropriately to unexpected events in a controlled environment.

The drawbacks to simulation are again based on money. In

certain cases where simulating machines are needed, the cost

can be extraordinarily high. Therefore simulation exercises that

utilize these kinds of devises are often times limited to larger

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Asad Hussain MBA HRM Roll No. 508195455businesses or to companies that are located close to companies

that lend out simulators.

Role-playing is an inexpensive training methodology that most

companies can use. In this case employees act out scenes from

their job in which they face challenges and situations that they

normally will come across during the average day. For example, a

person training to be a personnel assistant may be placed in a

role playing training model where they sit at a desk in personnel

and take mock-phone calls and walk-in inquiries. As they walk

through these situations they respond in a way that they think is

appropriate following written procedure models. They may answer

questions, hand out personnel forms, etc. The benefits of this

type of training are: (1) it is relatively inexpensive, and (2) it

covers skills that are specific to the job in question. The

drawbacks are that some employees may not feel comfortable in

this situation, and they may not learn well under the pressure.

Apprentice training is another category of training

methodologies that can be used to train employees. In this type

of training programs new employees follow the lead of an

experienced employee in order to learn new skills and to learn

how to function properly in the job in question. This type of

training is most commonly used in trade and craft industries,

however, it can be used successfully in office situations as well.

The benefits of this type of training program are that it gives the

new employee a role model for proper work behavior and

functioning, and it provides new employees with personal support

during their training. The drawbacks to this type of training

program are that it hinders the ability of the experienced

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Asad Hussain MBA HRM Roll No. 508195455employee to do their work, personality conflicts impact the quality

of the training and results of the program, and the overall

productivity of the company is hindered during the training

process.

Step Three: Putting together your own training program.

Once you have identified the skills that need to be focused on, the

employees that need training, and the methodologies that will be

used, you need to put everything down in writing. Documentation

is the key to protecting yourself against lawsuits relating to

employee relations. The following training materials need to be

cemented in writing.

1. Training objectives. Training objectives need to identify

(1) the skill, (2) how training is to be conducted, and (3)

what proficiency the employee needs to attain by the end of

the training process.

2. Training materials. Training materials, depending on the

nature of the skill, should be written out in a manner that is

easy to understand and easy to follow. Step-by-step

instructions should be written out for every job, no matter

how insignificant it may seem to the employer. An

instruction sheet should include (1) the skill title, (2) when it

is to be performed, (3) who is to perform it, (4) what supplies

are needed and where they can be found, (5) step-by-step

instructions, and (6) what to do with the end product.

3. Evaluation materials. Evaluation materials are as

important to a training program as the actual training

materials. They will let you know how effective your training

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materials are and whether you need to adjust any of your

methodologies. The evaluation materials that you need are:

(1) evaluation procedures, (2) evaluation form for

employees, (3) evaluation form for the employer (or

manager), and (4) response (rebuttal) form.

4. Out-of-house materials. If your company utilizes outside

sources for training you will need the following materials: (1)

purchase order for educational services, (2) expense forms,

(3) approval forms, (4) evaluation forms, and (5) any

professional organization forms such as a CPE tracker.

Clearly defined objective provide criteria for: Clarifying expect outcomes Outlining training content Planning specific training activities Selecting/developing material Designing evaluation procedures Communicating program intent to participants & others Ensuring training is realistic and appropriate

Trainings gave 3 components: an introduction; a learning component and a wrap-up and evaluation component.Learning component: Concepts and ideas taught and explored; skills demonstrated, practiced and discussed.

Activities should actively involve participants in acquiring knowledge or practicing skills.

Introduction: Establish a positive learning environment; stimulate interest; reduce anxiety and build bonds. Include some content into introductory activities.

Step Four: Training employees.

Now that you have all of your training materials in order you will

need to let your employees know about the programs and their

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Asad Hussain MBA HRM Roll No. 508195455processes. They will need to know what your training objectives

are, how their progress will be monitored, what training

methodologies are available and which ones are required, and

what paper work is required. Make sure that all of your employees

understand all of these things and have them sign a statement

attesting to this. Again this documentation will help to protect you

from unfounded lawsuits.

Step Five: Evaluating your program.

After an employee has completed a training program you will

want to have them fill out an evaluation form of the program that

goes over how well the information was presented, if they found

the training helpful, if there are any areas that need

improvement, if there are any areas that seemed redundant or

unnecessary, and if there are any other skills that they feel that

they need to perform their jobs. You, or a manager, will also need

to fill out an evaluation form on the employee’s progress and

proficiency in the skill or skills that were focused on during the

training program. Proficiency tests can be used to measure the

employee’s abilities, or physical observation of the employees

performance can be used. If you notice that there are still areas

that need to be trained in, then you should make the changes to

the training program as soon as possible so that the next trainee

will get ALL of the training that they need. Also you can use the

evaluation forms to identify areas that really don’t need to be

covered and you can eliminate these things from your training

program and save your company time and money spent on

employee training.

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Asad Hussain MBA HRM Roll No. 508195455Wrap-up and evaluation component: Here ‘pull it all together’. Highlight essential learnings; summarize central concepts and themes; describe next steps. Open up for questions, concerns, feedback.

Step Six: Develop instructional activities• Organize activities so that outcomes identified are achieved.

Activities should have an introduction, a main segment and a wrap-up segment.

• Select training strategies that meet objectives, e.g., skill development is best achieved through modeling, practice and feedback while information is achieved through discussion and collaborative group work.

• Effective training design takes into account principles of adult learning; group size; participant learning style; prior experience/education level of participants, type of skill or information to be presented, and so on.

Step Seven: Prepare the written training design• Write a detailed plan of the training session, including goals

and objectives; the sequence of specific learning activities and time allotted to each; directions and key points to cover for each activity, and the trainer who will be responsible for the activity.

• Consider the skill, expertise, training style, and comfort level of each trainer and who will lead in ‘fleshing out’ different sections.

Step Eight: Prepare participant evaluation formEvaluation determines if the training has achieved its objectives and to identify what needs to be improved.The evaluation form should ask the following:

Did participants acquire the skills and knowledge they were supposed to?

Were the trainers competent? Were the activities interesting and effective? Was the training format appropriate? Was the training on this topic adequate?

Step Nine: Determine follow-up activities for the event

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Asad Hussain MBA HRM Roll No. 508195455Follow-up activities provide continued support and feedback. Prepare follow-up activities as you developyour training design and these activities should make participants reflect on what they have learned and theprocess of implementation. Some activities include:

Newsletters and website postings Peer observation and coaching Mentoring Study groups Ongoing communication between participants and trainees

PRACTICAL STUDY OF THE ORGANIZATION:

As per the instructions of Allama Iqbal Open University I have to

visit one organization of my choice and have to study a topic

allotted to me according to my roll number. As my roll number is

508195455, my topic number is 5, which is “Designing a Staff

Budget Programme”. Keeping in view the instructions of AIOU I

selected “PTCL ”.

Introduction PTCL is the largest telecommunications provider in Pakistan. PTCL

also continues to be the largest CDMA operator in the country

with 0.8 million V-fone customers.

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http://www.ptcl.com.pk/

Asad Hussain MBA HRM Roll No. 508195455The company maintains a leading position in Pakistan as an

infrastructure provider to other telecom operators and corporate

customers of the country. It has the potential to be an

instrumental agent in Pakistan’s economic growth. PTCL has laid

an Optical Fibre Access Network in the major metropolitan centers

of Pakistan and local loop services have started to be modernized

and upgraded from copper to an optical network.

On the Long Distance and International infrastructure side, the

capacity of two SEA-ME-WE submarine cable is being expanded to

meet the increasing demand of International traffic.

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

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Sustained growth in earnings and profitability

Vision of Training and Career Development Department

The PTCL Training and Development Department is established

with a vision to be a center of excellence in training services and

consulting that works in close partnership with its

internal/external clients to build competencies that achieve

business goals.

Core Values

Professional Integrity

Customer Satisfaction

Teamwork

Company Loyalty

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.

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Asad Hussain MBA HRM Roll No. 508195455Broadband Pakistan:

PTCL Broadband is the largest and the fastest growing Broadband

service in Pakistan. In less than two years of it launch, PTCL has

acquired over 150,000 Broadband customers in over 150 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 PTCL’s Broadband unmatchable are

special packages for the student segment, FREE modem and

installation, FREE dial up service for its Broadband customers and

FREE access to movies, music, classical Pakistani dramas, cricket

matches, gaming, educational and religious content on PTCL’s

entertainment portal ‘BUZZ’, (made exclusive only 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

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PTCL ACADEMY ACTIVITY CALENDER

(JULY 2008 - JUNE 2009)

PROGRAMS

1. Ph.D. ProgramScope:

MoU has been signed between Beijing University of Post & Telecom (BUPT) and PTCL Academy on the instruction of Ministry of IT and Telecom.

Thirty PhD candidates will be sent to Beijing after selection through GRE exam and analysis of research Synopsis by Chinese Professors.

Eleven students have already been sent to China for PhD program. Five students are expected to complete their PhD program before Sept’08. Ten more scholars will be sent to BUPT this September.

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2. MS programsScope:

PTCL Academy is currently offering two programs MS Telecom Engineering and MS Telecom Management in affiliation with NWFP UET Peshawar.

Both the programs have been designed for the Engineers who want to excel in their field.

Telecom Engineering is a program which provides technical skills of highest level, whereas Telecom Management is an excellent blend of both technical and managerial knowledge.

Number of Participants: It is expected that a total of 50 students will be enrolled in MS Telecom Engineering & Telecom Management students by September 2008 in addition to the existing students.

3. Cisco Regional AcademyScope:

The Academy has been established in collaboration with ITU and Cisco.

The Academy has earned high level of repute and the programs being offered under the Academy always get excellent response from the open market.

The Academy is currently offering CCNA & CCNP certification programs, whereas FWLAN (Fundamentals of WLAN) is being launched shortly.

Number of Participants: It is anticipated that a total of 150 students will be trained in the upcoming FY.

4. Academy for OracleScope:

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This Academy has been established in collaboration with M/S Oracle Corporation who have provided the necessary software.

Currently DBA and Developer Tracks are being offered for the students whereas the services are open for corporate customers as well.

Number of Participants: A total of 120 students are likely to be trained during the next financial year.

5. Post Graduate DiplomaScope:

PTCL Academy has recently launched one-year diploma program in Telecom and I.T. for the students who possess a graduate degree and are desirous to learn and work in the most popular sectors of Telecom and IT.

The program has received good response as the first batch is under progress at the moment.

Number of Participants: It is expected that a total of 50 students will be enrolled in two batches during the period Jul 08-Jun 09.

6. Short CoursesScope:

Since the very start of the Institute, an Executive Development Center is operational which caters for the training needs of PTCL and other telecoms of the region.

A wide range of courses are offered to meet the training requirements of various functions/departments.

The courses are also offered to private organizations and individuals. At times, customized courses have been designed and conducted for specific needs.

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Number of Participants: A total of 1500 officers are likely to benefit from these courses during the next financial year.

BENEFITS TO THE COMPANY

All the above activities are beneficial to the organization in many ways such as:

PhD scholars after completion of their PhD will join PTCL Academy/PTCL and will definitely form a pool of experts in different areas of Telecom.

An excellent learning platform is available for PTCL officers whereby they can improve their skills and knowledge.

Different departments can take advantage of the available resources and thus their staff can be equipped with necessary training to perform their jobs in more effective manner.

These programs also contribute to the revenue of the organization.

Urgent Training Need Program

Rationale

PTCL, after its privatization, has been undergoing a colossal

transformation, turning from a purely Government owned public

sector organization into a corporate sector entity. In order to

triumph over the various challenges encountered by PTCL owing

to the rapidly changing technology, reduced skilled workforce and

sharp rise in competition, the management has initiated a

vigorous campaign towards developing its human capital as an

effort to maintain its cutting edge.

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Asad Hussain MBA HRM Roll No. 508195455Project Scope

The Urgent Training Needs which realistically depict the post VSS

scenario are expected to be catered immediately by conducting

customized training programs. The involvement of the

departments for providing their valuable input in the form of TNA

response was essential for accurate identification of their

requirements. Given the transformation stage, the critical courses

required organization wide were highlighted and incorporated in

Urgent Training Needs. PTCL and Etisalat Academy have jointly

undertaken the task of fulfilling these needs by training the

workforce. This would bridge the vacuum created as a result of

insufficient level of skills. A Calendar of Urgent Training

Needs (01 July to 31 Dec, 2008) encompassing excellent

courses for Finance, Commercial, Operations, Access Network and

Technical departments has now been formally announced.

Role in the accomplishment of Strategic Objectives:

1) This initiative is expected to facilitate the company in its

successful transformation by fulfilling the training

requirements that have surfaced in the post privatization

period

2) The trainings would equip the workforce with the skills to

meet the challenges faced due to rapidly changing

technology and shortage of skilled staff.

3) The level of efficiency and productivity would be enhanced

thus leading to financial gains

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4) The capacity of the employees to perform their jobs

effectively and achieve the desired goals would increase the

level of job satisfaction and motivation.

5) The strategic focus towards the Training & Development

would facilitate the company in its’ steep ascend towards

becoming the leading telecom company in the market.

Project Execution (Start & End Dates)

The trainings have been thoughtfully scheduled to be carried out

over a period of six months. A Calendar has been formulated for

the period 01 July – 31 Dec which represents the execution plan

of this project and includes:

1) Number of courses :14

2) Total number of nominees : 981

3) Nominees to be covered by EA : 423

4) Nominees to be covered by ICT : 558

5) Number of groups to be trained by ICT and EA : 26 each

Quantifiable Deliverables and Timelines

The successful completion of the training session for a group

would be the deliverable, for which the timeline would be

indicated by the scheduled dates given in the Calendar. The

number of trainings being conducted in each month has also been

indicated.

Milestones Achieved

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Asad Hussain MBA HRM Roll No. 508195455Some very important training programs, also based on Urgent

Training Needs were conducted before the formulation of the

Calendar. The names of the training courses along with the total

number of participants trained are mentioned below:

1) Project Management: 71

2) Advanced Project Management: 46

3) Change Management: 45

4) Quality Awareness: 34

5) Transport Networks: 13

6) WDM: 17

7) NGN: 22

Project Implementation

A mutually beneficial Memorandum of Understanding was signed

between PTCL and Etisalat Academy to improve the skills’ set of

PTCL’s employees to stay abreast with the ever changing

dynamics of the telecom industry. Etisalat Academy, through

years of research and studies, has come up with excellent courses

related to all areas including WLL, Broadband, IPTV , IT, Technical

&Operations, Management, Commercial etc and it was decided to

capitalize on these pre-developed programs to enhance the level

of expertise of the talented employees.

The management initiated a systematic approach towards

identifying the Urgent Training Needs by holding one to one

meetings with the functional heads. These meetings led to the

identification of the urgent training needs that had resulted from

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Asad Hussain MBA HRM Roll No. 508195455technological changes and shortage of skills required for efficient

working of the respective departments and therefore, had to be

catered to immediately. The consolidated training needs were

communicated to Etisalat Academy and ICT for organizing the

trainings locally.

The Calendar of Urgent Training Needs carries a solution to the

organizational training needs. As per the execution plan 50%

training courses would be conducted by Institute of

Communication Technology (ICT), and 50% by the Etisalat

Academy here in Pakistan. In order to successfully implement this

program the functional heads have been requested to provide the

complete participant details well in time, against the

requirements presented earlier in terms of numbers.

Project Team

The project team nominated to work under the leadership and

supervision of EVP Training and Career Development includes:

1) Mr. Mahmood Ashraf

2) Ms. Hina Khalid

3) Mr. Imran Shah

This dedicated team of executives did a marathon working for

providing facilitation in accurately identifying the Urgent Training

Needs and giving the calendar a final shape.

Assumptions

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1) Nominations would be received by the specified date in

order for the groups to be made and the participants to be

informed well in time

2) The participants would be relieved of their duties for

attending the training

3) The supervisors would support the trained employees in

utilizing the knowledge gained and monitor the effectiveness

of the training.

CUSTOMER CARE INITIATIVE

TRAINING FOR LINEMEN

Project Scope

President / CEO of PTCL’s vision to declare year 2008-09 as

the year of Customer Care.

Importance of training for linemen to materialize President /

CEO’s vision of customer care.

To achieve the pinnacle of Excellence in Customer Service,

Training & Career Development department has been

assigned the responsibility to impart Customer Care Training

to linemen of PTCL.

Objectives of the Project:

Project has following objective to be materialized:

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To make Customer Focus Steering Group (CFSG) all time

success story in the history of PTCL.

To achieve maximum customer satisfaction.

To develop contemporary team of linemen of PTCL in

technical & soft skill areas.

To provide a promising career path of the lowest non-

management cadre in future.

Project Execution

The Project is in planning stage where TNA is being conducted to

prepare a well focused Training module for lineman. The project

has already started in the 3rd week of May 2008 and tentative

date to present training Module for linemen to Customer Focused

Steering Group (CFSG) is 15th September.2008.

Possible Deliverables of the Project

Our company shall achieve the following benefits from this

vigorous exercise:

Line man is the front line soldier of PTCL. The training

module will help to equip them with such technical and soft

skills required to efficiently and effectively address

customers’ demands.

This training module would create awareness about the

importance of Customer Care amongst the target audience.

The training would also facilitate the inculcation of the right

attitude required for customer services.

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The superior level of customer care exhibited will help to

boost PTCL’s revenue and eventually will restore the image

of the company as MARKET LEADER.

This training module will help to provide valuable feed back

to the top management of PTCL to introduce organization re-

engineering to align its work force with company’s business

strategy.

Apprehensions

Participation of linemen in training sessions during week

days in Post VSS scenario.

Without addressing the structural anomalies of the company,

training has a narrow scope to achieve performance at par

excellence from linemen.

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Documents