(Part 2)

PROJECT REPORT
OF
MANAGEMENT INFORMATION
SYSTEM

BILLING AND CUSTOMER CARE CENTER

ORDER ENTRY SYSTEM

FOR NEW CONNECTION’S & COMPLAINTS OF OLD CONNECTION’S
PSTN (PUBLIC SERVICE TELEPHONE NETWORK)
FTR (FAISALABAD TELECOM REGION)

SUBMITTED TO: MR. USMAN ASHRAF

SUBMITTED BY:
MUBASHAR SHARIF……..18

MBA (R) 2ND SEMESTER [Sec B]

DEPARTMENT OF BUSINESS MANAGEMENT & SCIENCE
UNIVERSITY OF AGRICULTUE FAISALABAD
PAKISTAN
User training:
PTCL (ORDER ENTRY SYSTEM) demand both software & hardware.
For this purpose this system requires trainings of personnel’s and training to
computer professionals. Because well-trained users are generally more effective and
productive; that’s the reason the importance of training matter a lot for the
company efficiency.
Not only users or computer professionals need training but the managers also need
efficient type of training to completely understand the purpose of system.

Different types of systems demand different types of trainings.

Steps in training:
There are several steps involve in training of user and computer personnel’s.

 Determine user job requirements

The starting point of any training session should be to determine
the user job requirements. Find out;
 What user expected
 How user do
 How user perform his job on new system
 Determine specific training need
This involves;
 What trainees must know
 What are contents of system
In this step user seeks about the all systems contents. What the
system has the functions and how it perform.

 Evaluate training resources

In this step we deal with the resources needed to provide adequate
user training programs and their evaluations.

 Develop the training program

This step involves;
 Putting together all the resources needed to provide the
training
 The schedule of specific training sessions
 The content of specific training sessions
 See potential problems with training process
 Training materials needed to user

 Implement the training program

This involves;
 Actual training sessions
 Paying attention to user reactions
 Suggested helps

 Evaluate training outcomes

This step enables;
 To determine trainees effectiveness
 Increase in performance of system
 How much customer service is
increased
 Enhance quality of services
 Training approaches
For the system under our consideration the training could be done through
two methods which are:
 Instructor-led training
 Help desk facility

 Instructor-led training
For this system instructor-led training is well approach. Because PTCL
software system is managed from their head office situated in Islamabad so
their could be a monthly training sessions as PTCL doing with their existing
systems.
The monthly training session involve a revising training of new system and
new innovation about system.
This may include;
 Seminars
 Short Courses
 Certificate programmes
 Course development for new offerings (technical and
management courses)
 Testing
 Inspection of telecom equipment
 Companywide Quality Awareness
 Train the user Programme
 Installation Quality Standards
 open house training programs
 Help desk training
Their may be an excellent training through help desk provided by PTCL.
It my provide help desk facilities by managing it in their own offices or it may
manage it through various institutes, who are working for just that type of
systems and providing help about related topics and problems.
Such as;
 PTCL Academy
 Etisalat Academy
 Oracle Academy Programme
 Joint venture with CISCO and NUST
 Cisco Regional Academy Programme
 Faculty of PTCL training centers
 Senior IT Management Team (SMT) of PTCL

There are many other type of trainings which are already under
consideration and implementing by PTCL.
These are:

1. Urgent Training Needs Programme:

The Urgent Training Needs which realistically depict the post VSS scenario are
being assessed and catered immediately by conducting customized training
programs. The involvement of all departments, regions and business units for
providing their valuable input in the form of TNA response is essential for accurate
identification of their requirements. Given the transformation stage, the most
eminent developmental needs were highlighted and incorporated in this
programme.
2. Customer Care Initiative:

To achieve the pinnacle of Excellence in Customer Service envisioned by the

President/CEO the Training and Development department has assumed the
responsibility for effectively imparting training under the Customer Care Initiative
to all PTCL system users.

3. Revamping Project of PTCL Training & Development by Etisalat

Academy:

PTCL has a huge training infrastructure throughout the country that is

geographically wide spread. To revamp this wing of PTCL and transform it into a
profit center, Etisalat Academy has been engaged for this project with the following
main objectives: 

•    Evaluation of existing training infrastructure

•    Identification of potential and non-potential training institutes

•    Development plan for proposed training set-up

•    Proposals regarding computerized learning management system

•    Preparation of Quality Assurance (QA) systems & procedures

•    Determination of Key Performance Indicators (KPIs) 

4. PTCL Academy activities:

PTCL Academy has been revitalized with a new vision to be recognized locally and
regionally as a center of excellence in the provision of state-of-the-art training and
consultancy services in telecommunications and related fields. It will provide a
platform for the creation, dissemination and exchange of knowledge and expertise
in all areas of telecom and IT to internal and external stakeholders. Some of the
programmes on its agenda are:
•    MS programme
•    Post Graduate Diploma
•    Cisco Regional Academy Programme
•    Oracle Academy Programme
•    Joint venture with CISCO and NUST
•    Seminars / Short Courses / Certificate programmes
•    Course development for new offerings (technical and management courses)
•    Testing / Inspection of telecom equipment

5. Lineman Training Programme:

The declaration to celebrate year 2008-09 as year of Customer Care & Satisfaction
by the President/CEO of the company, has entrusted upon Training & Development
Department a gigantic task to transform our line staff who are the real customer
care agents of PTCL. This initiative is the part of company’s strategic vision to turn
PTCL a leading corporate entity in highly competitive business environment of
telecom industry. A mega training campaign has been launched for all the Linemen
of PTCL. The training module prepared by Training & Development department
has tried to address all skill needs most direly required by our Linemen to cope with
emerging technologies in telecommunication. This training will significantly
improve both soft and technical competencies of our linemen and we believe that
this training shall be remembered as a milestone in PTCL’s history.

6. Quality Awareness Programme:

In order to create quality awareness and skills improvement of PTCL staff, a 3-year
QA plan has been made. The project is scheduled from March 2007 to December
2009. Following four types of programmes are under the work plan:
•    Installation Quality Standards
•    Quality Auditor Course
•    Companywide Quality Awareness
•    ‘Train the Trainer Programme’ offered to the  faculty of PTCL training centers
7. Senior Management Development Program:

Etisalat Academy being the lead consultants of PTCL’s Training and Development
department has proposed a meritorious program for the development of Senior
Management Team (SMT) of PTCL. The workshops, their contents and out comes
have been reviewed and have been found beneficial for the company. Proposed plan
of five workshops is in line with emerging concept of Continuous Professional
Development. CPD is being promoted for conscious updating of professional
knowledge and enhancement of professional competence throughout a person's
working life. PTCL Training & Development wing is committed to the pursuit of
professional excellence with its Senior Management Team. PTCL’s SMT, though
possesses matchless functional competencies, will benefit from these workshops.

8. Nominations for Open House Training Programmes:

Besides aforementioned activities the Training and Development Department is

organizing a complete database of the training firms/institutes and the freelance
training consultants. Staff is being nominated for open house training programs
offered by reputable firms to assess the efficacy and the relevancy of the program.
 Conversion
The system which is in our consideration may be converted through 3 ways.
That is:
 Parallel conversion
 Phased conversion
 Pilot conversion

 Parallel conversion
Because PTCL Company is operating in whole country so it is very difficult for PTCL
to 1st replace the old system and then implement the new one. That’s why PTCL may
use the parallel conversion method to launch the new system.

 Phased conversion
PTCL Company can also use the phased conversion method. PTCL Company can 1st
implement its day to day or daily used attribute of NEW system and them after some
specific period PTCL Company can implement its other content of new system.

 Pilot conversion
PTCL Company can also implement its whole NEW system at its head office or at its
main branch or it may also implement its whole system at all cities main branches or
head offices at specific branch.

Note:
PTCL Company may also use a mix of these conversions
Such as:
 PILOT + PHASED
 PILOT + PARALLEL
In PILOT + PHASED conversion PTCL Company can implement its NEW
system at its main head office/branch or at all cities main head
offices/branches or at specific branch in phases.
In PILOT + PARALLEL conversion PTCL Company can implement its
NEW system at its main head office/branch or at all cities main head
offices/branches or at specific branch with its OLD or EXISTING system.