The Role of Digitalization in today’s fast-paced telecom industry requires the adoption of new trends, the latest technology and the upskilling of employees.
One such company that has worked towards this vision to transform itself is Pakistan Telecommunication Company Limited (PTCL). For an organization that has its operations spread across the country, PTCL HR has a fundamental role to play in ensuring employee growth, digitalization, and data accuracy. To achieve this triad, PTCL works towards a mix of two interdependent forces i.e. Employee Satisfaction and Organizational Design & Success. Ever since its inception, PTCL HR has achieved huge milestones that have played a phenomenal role in changing the landscape of the organization.
The Digital Age
Becoming a digital organization has been one of PTCL’s top priorities and it has developed quite a lot in the past decades as it has shifted from a legacy of paperwork organization to digitalization of all business processes. Starting from data as basic as employee details, salary statement, feedback system or leaves, everything is available through Online Portal and App called Vibe. Back in the 2000s, PTCL used Annual Confidential Review to measure and evaluate Employee Performance, which was paper-based and entailed laborious processes. Today, HR at PTCL takes pride in introducing world-class Performance Management Systems for the last 8 years based on MBO’s and SMART goals where each employee’s performance is measured against pre-defined KPIs and competencies using scorecards.
PTCL HR also introduced Oracle HCM solution for Performance and Talent Management where everything has shifted from on-premise solutions towards a fully digitalized Cloud-based system. Furthermore, PTCL HR ensures data accuracy and is responsible for the provision of data involving critical decisions such as successions, promotions, and restructuring of the organization.
Indeed, it is a great achievement on PTCL’s part as it has managed to break silos within the organization and has revamped its manual processes to automated ones, whereby improving business processes significantly.
PTCL has been taking various measures to involve employees to create an environment of inclusion and feedback. This results in employee satisfaction, which is necessary to achieve organizational success. Global Employee Engagement Survey, in collaboration with Willis Tower Watson (WTW), is carried out at PTCL on a yearly basis to boost employee motivation and morale. By doing so, issues raised by employees regarding Reward and Recognition, Work-Life Balance, Organizational Culture and Environment as well as Leadership are looked into and addressed by PTCL’s senior management.
Training & Development
For an organization to grow, it is essential to invest in employees by providing them with soft skills as well as technical pieces of training. Each employee is given the opportunity during the year to participate in numerous training sessions including workshops, conferences, and webinars. Through these training, PTCL instills organizational values in the employees and allows them to expand their soft skills like customer-centricity. Some of the PTCL’s flagship training projects are:
- The Group High Potential (HiPos) done in collaboration with Etisalat
- Future Leaders Program (FUEL) for Young and Midcareer Employees
- Management Development Program (MDP) for Managers and Senior Managers
Most of these pieces of training are provided at training centers spread across Pakistan. Out of which, three are major regional training centers present in Karachi, Islamabad, and Lahore, which are well equipped with the latest technologies and infrastructure.
Furthermore, PTCL is moving towards online learning and webinars by providing its employees with the chance to receive training online through collaborations such as Harvard Manager Mentor and Skill Soft. These online training opportunities have surely created a positive impact as they have simplified processes by increasing accessibility and ensuring equal opportunity for all the employees.
According to PTCL employees, these efforts have allowed them to excel in their careers and have also enhanced their motivation and dedication towards the organization.