management information system of ptcl

Management Information System 2011

Abstract

Telecommunication sector around the world is going through a process of rapid change

due to convergence of advance Information Technology (IT), mobile telephony, Internet, e-

commerce and value added services. PTCL is the prime telecom service provider in

Pakistan. We choose this company because it is one of the pioneer company and largest

company in telecom sector in Pakistan as it is the largest company that’s why we wanted to

know which information system they are using to successfully control operations on such a

massive scale. Our sole purpose is to analyze their Information systems. After our detailed

analysis via different source and from visits of PTCL Company we have come to know that

PTCL is using four types of information systems, which are

Computerized Fault Management System

B&CC (Business and Customer Care System)

Partial Office Automation System

Human Resource Management Information System

Every system has its own advantage of using but B&CC controlled the major network of

PTCL. Although PTCL is using these kinds of systems but most of employees of PTCL does

not know about the Management Information System. So there is need to realize the

importance of management information system in employees.

1 There are the things that are known and things that are unknown, and in between, there are doors


Table of Contents

1 Introduction of Company 3-4

2 Purpose of Project 5

3 Information System 6-13

4 Conclusion 13

5 Recommendation 14

7 References 16



Introduction

Background

1947-1962 is the era of development of Posts and Telegraph department and in this era

PTCL becomes the major player of telecommunication sector in Pakistan, which is run by

the Government, and in 1991 Government announced to privatize the PTCL. In 1995 PTCL

recognized as the backbone of Telecom industry in the Pakistan.

With the advancement of technology PTCL launched its mobile data services by name of

UFONE. In the middle of 2005 company decided to sell its 26% share to the private agency.

By this privatization certain changes involved in PTCL, which are as, follow

VSS (Voluntary Separation Schemes for its Employees)

Use of different operational and customer care softwares like ERP, SAP, B&CC

Change in Logo of PTCL

After privatization their main focus is on productivity and customer satisfaction.

Currently PTCL is involved in following operations

`Voice and Communication

Broadband

IPTV Services

Vfone

Pak internet Exchange

Satellite Communication

There are seven different types of switching technologies currently operated in PTCL

network, which are

Alcatel

Siemens

NEC



Erricsson

Hawaii

J.S Telecom

ZTE

With these technologies PTCL running its e network and providing different

communication facilities to its customers.

Pakistan Telecommunication Authority (PTA) issued 25 years licensed to PTCL for telecom

services all over in Pakistan.

PTCL is the largest telecommunication industry in Pakistan. PTCL is all set to redefine the

established boundaries of the telecommunication market and is shifting the productivity

frontier to new heights.

Vision of PTCL is “To be the leading Information and Communication Technology Service

Provider in the region by achieving customer satisfaction and maximizing shareholders value”

Mission of PTCL is 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



Purpose

Communication is very important for human because it is the process of sharing

knowledge, ideas, thoughts and experience. For this purpose Telecommunication plays a

vital role not only in communication but also in economic development. Due to emergence

of Information technology there is rapid change in telecommunication sector.

In today’s world managers can’t ignore the role of IT in business because all the worldwide

organization connected with its stakeholders via IT infrastructure and every business

today wants to elaborate itself with new face of IT technology.

MIS plays a very important role in the telecommunication sector. Information systems are

part of organizations. Indeed, for some companies, such as Pakistan telecommunication,

without the system there will be no business.

In order to analyze these systems and provide recommendations for further improvement

we need to study and understand the current Management Information System



Information Systems

In organization different kind of levels are involved in management, there are different

information systems at different level of organization. One information system cannot

provide all the information that’s why all departments coordinated with each other and

jointly made a management information system for whole organization.

Following are the information systems involved in PTCL.

OLD Telegraph System


B&CC (Business and Customer Care System)



. PTCL is divided into two stages (1) strategic, management, knowledge and operational

level (2) functional areas such as sales and marketing, manufacturing finance, accounting

and human resource



Old Telegraph System

Old Telegraph system has been terminated by the PTCL now because of various

recommendations. PTCL is improving and modernizing the system to meet the

requirements of the 21st century because in delivering Telegrams by post it takes three to

four days.


CFMS stand for Computerized Fault Management System, which is used at operational level

in PTCL. This system of PTCL helped in improving the network & is being used to register &

rectify Land Line Faults in a computerized way. This fault management system contains

activating notification software that allows a human to take proper intervention. This

system was working in few cities but now it is available all over Pakistan. In this system

when customer calls to PTCL at 1218 for complaints it registers there complaint and then

this system track the faults and complaints for a particular user and sent notification alert

for solutionthensystem itself calls back to the customer to know whether the customer

problem has been solved and has the customer been satisfied or not.



Advantages of Computerized Fault Management System

Following are the advantages of using computerized Fault management System.

Provide Costumer’s feedback to top management regarding their problems.

Track the faults and complaints.

Focus on Customer Satisfaction.

Help Managers to understand difficulties of customers regarding problem solutions.

When a problem of a customer is not solved then a message is sent on the mobile of

senior management by system.



Disadvantage of Computerized Fault Management System

Following are the disadvantages of this system that we found during our analysis.

Security Threats because there is no proper security available for this system.

No immediate backup for failure of this system

This system is not able to automatically take action, either launching a program or

script to take corrective action.

B&CC System (Business and Customer Care System)

The whole network of PTCL only one software name B&CC (Business & customer care

System) is used and which is cost approximately 3 Arab rupees. This system is operated at

all three levels of PTCL, which are operational, Middle level, Top Management. This system

includes the following functions

Franchise and Payphone Management

Costumer Information

Product Information

Sales Management



Order Entry

Order Management

Resource Management

Every employee in PTCL has an access to this software but options are limited according to

the authority of each employee. For example if an operational level login his username and

password then the options regarding his job appear on screen and if top manager login his

username and password then the options for his purpose appear on the screen. The

decision to grant installment in the bill to customer is made by lower level supervisors

according to predefined criteria.

Franchise and Payphone Management and Costumer Information

These two functions involve bill payment and customer account information. PTCL

employees just hit the phone number of customer and all the detail regarding billing and

accounts appear on the screen. These functions include the following things

Costumer Name

Customer Address

CNIC

Payment Code

Payment Name

Payment Mode

Payment Type

Product Information

Product information involves the details about the product, which has been used by the

customer. For example it tells either a customer has used a PTSN or any other



differentiated product. It has tabs of Product code, Product type, Product Status and Bill

Status.

Sales Management

Sales management function of B&CC tells about the daily sales transactions and track

elementary activities and transactions of the organization. It includes sales dialogs,

customer experience about the sales and sales information about walk-in queries and

existing customers.

Order Entry and Order Management

These two functions include the details about new order and any change in existing

packages. Its process depends upon three phases

Accepting (New Orders or New Package)

Handling (Processing)

Completed (Completion of Process)

Resource Management

Resource Manager involves the computerize tracking of receipts, cash, deposits, payroll

and store information for their materials like cables, telephone sets etc.



Advantages of B&CC

B&CC used for all three levels of Management which made it a sole information

system of the Organization

Immediately can track the data about the customer, which made billing and other

process quiet easy.

Describe about the new orders and packages conversation of customer to their

respective department.

Purpose of B&CC is to control, monitor and manage the entire PTCL network and to

enhance and optimize Network Management through a transparent and centralized

platform.

Increase network availability through Enhanced Quality of Service and centralized

performance statistics and reporting mechanism.

It provides the description about the resource used by organization and help

managers to managing the resources.

Disadvantages of B&CC System

Following are the disadvantages of B&CC, which we have found during our analysis.

Much complicated software for operational level employees because these employees are not well educated and trained.

Chances of Identity theft in this system.

Breakdown of this system can be the breakdown of the whole network of PTCL.

Decision-making through this system is slow, which leads to the lack of productivity.

Difficulty for Top Managers to take decision via this system because it is not easy as compare to ESS or DSS.




PTCL also implement partial office automation system, which is based on database. It

includes only two following things

Word Processor

Desktop Publishing

Office automation systems (OAS) are configurations of networked computer hardware and software. A

variety of office automation systems are now applied to business and communication functions that

used to be performed manually or in multiple locations of a company, such as preparing written

communications and strategic planning. In addition to this, functions that once required coordinating

the expertise of outside specialists in typesetting, printing, or electronic recording can now be integrated

into the everyday work of an organization, saving both time and money .If PTCL implement fully OAS in

their organization then they can improve their performance.


PTCL is also focusing on HR Management and Development; PTCL introduced the “HR

online Hiring Management System”. Appropriate changes have been made in HRM such as

to establishment of Human Resource Management Information System (HRMIS).

Recruitment process and system has been adequately revamped by adopting appropriate

HR practices. Professional development of employees, especially the middle management,

is being ensured. Training courses for employees have been redesigned. A special emphasis

is being laid on the inculcation of sense of responsibility and politeness in the minds of

employees, especially the lower management and staff. Training institutes of PTCL i.e.

Telecom Staff College, Regional Telecom Training Schools and Divisional telecom Training

Centers is also being revamped to cope up with the changing trends in technical and



managerial training. PTCL’s engineers and professionals are also being continuously sent

abroad for various training courses to keep them abreast with the latest technology and

management skills.

Conclusion

Management Information system can play a vital role in building infrastructure of

telecommunication in Pakistan. There is need to realize the importance of management

information system in mind of PTCL’s employees and to train them according to emerging

technologies in the world. There is need of improvement like at operational level PTCL is

using partially OAS (Office automation system); the use word processing is in a limit,

because PTCL ground level labors are not educated as well as supervisor level employees.

At managers level they have a system that track all the transaction of the system like fault

every supervisor have an account and they have records so they use this record to remove

faults and complains. At strategic level Managers should use ESS (Executive Support

System) so that they can plan easily and take decisions.

Recommendations

Following are the recommendations to PTCL for enhancing the efficiency of their information systems.

There should be proper security involved in each system of PTCL

Employees should be well trained and educated to operate these systems.



Systems like ESS and DSS should be used at strategic level so that Top manager can easily plan and take decisions.

Office automation system should be totally implemented rather than partial implementation.

If PTCL implement proper Management Information systems then it will be very beneficial for Organization.

The whole network of PTCL should not depend upon B&CC; there should be an alternative to this information system at different levels of Organization according to their strengths.

Employees understanding of Management Information System should be increased employees have no concept about Management Information System.



Resources

Company’s website - www.ptcl.com.pk

Company Annual Reports

Magazine Business Economist

Google.com

Economic survey of Pakistan

PTA Reports

Wikipedia.com

Blogged.com

Yahoo.com

MSN.com


management information system of ptcl

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