i

1 | P a g e





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 thats why we wanted to know which
information system they are using to successfully control operations on such a
massive scale. Our sole purpose i s 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


i
2 | P a g e

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 P TCL does not know about the Management Information
System. So t h e r e i s need to r e a l i z e the importance of management
information system in employees.
i
3 | P a g e








Table of ContentsS




1 Introduction of Company

2 Purpose of Project

3 Information System

4 Conclusion

5 References




i
4 | P a g e




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

After privatization their main focus is on productivity and c u s t o me r
satisfaction.

Currently PTCL is involved in following operations


Voice and Communication

i
5 | P a g e

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
i
6 | P a g e


With these technologies PTCL running it 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








i
7 | P a g e



Purpose

Communication is very important for human because it is the pr ocess o f
sharing knowledge, i d e a s , thoughts a n d e x p e r i e n c e . For this
p u r p o s e

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 todays world managers cant 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 o r g a n i z a t i o n s . Indeed, for some companies, such as
Pakistan t e l e c o mmu n i c a t i o n , without the s y s t e m t he r e wi l l
be n o business.

In order to analyze these systems and provide recommendations for further
improvement we need to study and understand the current Management
Information System
i
8 | P a g e



Information Systems

In organization different kind of levels are involved in management, there are
different information systems at d i f f e r e n t l evel of organization. One
information system cannot provide all the information thats 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
Computerized Fault Management System
B&CC (Business and Customer Care System)
Partial Office Automation System
Human Resource Management Information System


. PTCL is divided into two stages (1) strategic, management, knowledge and operational
level (2) functional areas such a s s a l e s and ma r k e t i n g , manufacturing
finance, accounting and human resource






i
9 | P a g e


i
10 | P a g e


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.

Computerized Fault Management System

CFMS stand for Comput er i zed Fault Management System, which is used at
operational l evel i n PTCL. This system of PTCL helped in improving the
network & is being used to register & rectify Land Line Faults in a
computerized way. This f a u l t management system c o n t a i n s activating
notification software that al l ows 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 solution then system itself calls back to the
customer to know whether the customer problem has been solved and has
the customer been satisfied or not.
i
11 | P a g e





Advantages of Computerized Fault Management System

Following are the advantages of using computerized Fault management System.


Provide Cos t ume r s feedback t o t o p ma n a g e me n t
r egar di ng their problems.

Track the faults and complaints.
i
12 | P a g e


Focus on Customer Satisfaction.
Help Ma n a g e r s t o unde r s t a nd d i f f i c u l t i e s o f customers
r e g a r d i n g problems. When a problem of a customer is not solved then
a message is sent on the mobile of senior management by system.


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 s ys t em includes the following functions


Franchise and payphone Management and costumer information

Costumer Information
Product Information
Sales Management
Order Entry
Order Management
Resource Management


Every employee in PTCL has an access t o this software but options are limited
accor di ng t o 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
i
13 | P a g e

installment in the bill to customer i s made by lower level supervisors according
to predefined criteria.

i
14 | P a g e


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 cus t ome r a n d all the detail regarding
billing and accounts appear on the screen. These functions include the following
things

Costumer Name
Customer Address
CNIC
Payment Name
Payment type

i
15 | P a g e



Product Information

Product information involves the details about the product, which has been used by
the customer. For e x a m p l e 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 a ct i vi t i es 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)
i
16 | P a g e


Resource Management

Resource Manager involves the computerize tracking of receipts, cash,
deposits, payroll a n d store information for their materials like c a b l e s ,




Telephone sets etc.


Advantages of B&CC


B&CC used for a l l t hree levels of Management which made it a s o l e
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.
i
17 | P a g e


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.

Partial Office Automation System

PTCL also implement partial office automation system, which is based o n
database. It includes only two following things

Word Processor

Desktop Publishing


Office automation systems ( OAS) are conf i gur at i ons of networked
c o mp u t e r hardware and software. A variety of office automation systems are
now applied to business and communication functions that used to be
performed manually or i n 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.

Human Resource Management Information System
i
18 | P a g e



PTCL is also focusing on HR Management and Development; PTCL introduced the
HR o n l i n e Hi ri ng Management System. Appropriate changes have been
made in HRM such a s 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 s ens e
of r es pons i bi l i t y 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. PTCLs engineers and professionals are also being
continuously sent abroad for va r i ous 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 PTCLs employees and to train them
according to emerging technologies in the world. There is
i




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 l evel they have a s y s t e m t hat track all t he
transaction of t he system l i ke 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.




Resources



Companys website - www.ptcl.com.pk

Company Annual Reports

Magazine Business Economist

Google.com

PTA Reports