Mis Final Report

[DOCUMENT TITLE]
[Document subtitle] PTCL COMPANY

MANAGEMENT
INFORMATION SYSTEM
FINAL REPORT’
2019
GROUP MEMBERS
 Alina Ali (BBA 171001)
 Arooba Maqsood (BBA[School]
171039)
 Muskan Fatima (BBA[Course title]
171038)
 Minahil Nafees (BBA 171015)
 Saniya Sohail (BBA 171017)
TABLE OF CONTENTS
1. LETTER OF TRANSMITTAL ..................................................................................................................... 3
2. ACKNOWLEDGEMENT ........................................................................................................................... 5
3. PERSONAL LEARNING STATEMENT ....................................................................................................... 6
4. EXECUTIVE SUMMARY .......................................................................................................................... 7
5. INTRODUCTION ..................................................................................................................................... 8
a. COMPANY OVERVIEW ....................................................................................................................... 8
b. VISION ............................................................................................................................................... 8
c. MISSION ............................................................................................................................................ 8
d. CORPORATE VALUES ......................................................................................................................... 8
e. OBJECTIVES ....................................................................................................................................... 9
6. MANAGEMENT OVERVIEW ................................................................................................................... 9
a. ORGANIZATIONAL HIERARCHY ......................................................................................................... 9

b. MAPPING OF DIFFERENT MANGEMENT LEVELS TO THE ORGANIZATION CHART .......................... 10
7. METHODOLOGY OF THE STUDY .......................................................................................................... 11
a. PRIMARY AND SECONDARY SOURCES FOR THE RESEARCH ............................................................ 11

b. LIMITATIONS OF THE REPORT ......................................................................................................... 11
8. PRODUCTS AND SERVICES .................................................................................................................. 12
PREPAID CALLING CARDS ........................................................................................................................ 12

TOLL FREE SERVICE.................................................................................................................................. 12
UNIVERSAL ACCESS NUMBER (UAN)....................................................................................................... 12
UNIVERSAL INTERNET NUMBER (UIN) .................................................................................................... 12
VIRTUAL PRIVATE NUMBER (VPN) .......................................................................................................... 13
ISDN (BRI/PRI) ......................................................................................................................................... 13
9. CURRENT AND FUTURE STRATEGY OF ORGANIZATION...................................................................... 13
a. STUDY OF THE CURRENT KEY BUSINESS PROCESSES ...................................................................... 13

 PROCESS FOR ACTIVATION AND DEACTIVATION OF VALUE-ADDED SERVICES .......................... 13
 DISTRIBUTION PROCESS OF EVO................................................................................................. 14
MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 1

b. CURRENT SITUATION ...................................................................................................................... 16
 IS USED TO ACHIEVE STRATEGIC BUSINESS PLAN....................................................................... 16
 CHANGING ENVIRONMENT ........................................................................................................ 16
 GAP BETWEEN FIRMS STRATEGIC PLAN AND ACTUAL MEETING OF GOALS .............................. 16
 INFORMATION SYSTEM AS A COMPETITIVE ADVANTAGE FOR PTCL ......................................... 17
10. INFORMATION SYSTEM................................................................................................................... 17
a. CURRENT INFRASTRUCTURE CAPABILITIES ..................................................................................... 17

 OLD TELEGRAPH SYSTEM ............................................................................................................ 18
 COMPUTERIZED FAULT MANAGEMENT SYSTEM........................................................................ 18
 BUSINESS AND CUSTOMER CARE SYSTEM .................................................................................. 19
 HUMAN RESOURCE MANAGEMENT INFORMATION SYSTEM .................................................... 20
 COMPUTER HARDWARE PLATFORMS USED BY PTCL ................................................................. 20
 SOFTWARE PLATFORMS.............................................................................................................. 21
 INTERNET PLATFORMS................................................................................................................ 21
b. BACKUP AND RECOVERY SYSTEM ................................................................................................... 23
c. SECURITY AND CONTROL ISSUES .................................................................................................... 23
d. PTCL CYBER THREAT INTELLIGENCE SERVICES ............................................................................ 23
e. STORAGE AND ARCHIVES ................................................................................................................ 23
11. MIS ROLE IN PTCL ............................................................................................................................ 24
12. MIS AND IMPROVEMENT IN DECISION MAKING ............................................................................ 24
13. BUDGET ALLOCATIONS FOR IS ........................................................................................................ 25
14. TRAINING AND CHANGE MANAGEMENT ISSUES FACED BY THE IMPLEMENTATION OF THE NEW IS
25
15. CRITISIMS OF THE EXISTING IS SYSTEMS ........................................................................................ 25
16. FUTURE OF PTCL ............................................................................................................................. 26
17. RECOMMENDATIONS...................................................................................................................... 26
18. CONCLUSION ................................................................................................................................... 26
19. REFERENCES .................................................................................................................................... 27

1. LETTER OF TRANSMITTAL
January 10th 2020

Naila Shehzada,
DHA Suffa University,
Karachi.
Subject: Submission of report on “Pakistan Telecommunication Company Limited”
We are honored to show you our final report; for the course of Management Information System.
We are thankful to the manager who provided us with the answers to our research questions. It
was a great learning experience for us. We would be grateful if you read the report and we will
be answering all your questions related to our report.
We have tried our level best to gather all the information which got from the company, online
resources and learning which we got from our MIS course. We hope to be up to your
expectations and meeting all the requirements of the report.
Thank you
Yours obediently,
Alina Ali, Arooba Maqsood, Muskan Fatima, Minahil Nafees, Saniya Sohail

2. ACKNOWLEDGEMENT
We, Alina, Arooba, Minahil, Muskan and Saniya have taken efforts in this project and with
pleasure we take this opportunity to express our profound respect and special thanks of
gratitude to Ma’am Naila Shahzada, for her exemplary guidance, monitoring, attention, time
and constant encouragement throughout the course and who gave us this opportunity to do
this project on PTCL. She also helped us doing this research and we gained information about
many new things and we are thankful to the teacher for this and we will carry our way in the
presentation and project in the best way we can.

3. PERSONAL LEARNING STATEMENT
We learned a lot in the process of making this report. The first thing, we learnt is that to have a
good grip on theoretical learning, you need to have a practical experience. We all collectively
would like to express our deep profound to our teacher, that through this report, she made our
learning experience enhanced. During the making of this report, we were given full exposure to
understand how MIS course learning is applied in practical field. We learnt how important MIS
is for the working of businesses.

4. EXECUTIVE SUMMARY
This report has been prepared in order to analyze the process and strategies related to control
of operations of PTCL.
Pakistan Telecommunication Company Limited, commonly known as PTCL, is the national

telecommunication company in Pakistan. PTCL provides telephone and internet services
nationwide and is the backbone of the country's telecommunication infrastructure. This result
of research shows that how the PTCL is using information technology for its daily operations
and a bright future can be seen ahead due to its continuous advancement in technology.
The report focuses on all the aspects of Management Information System we have studied
throughout the semester. The company’s visit and work for report was done collectively with
an aim to understand better insights about PTCL company.

5. INTRODUCTION
a. COMPANY OVERVIEW
Pakistan Telecommunication Company Limited (PTCL) is one of the largest integrated
Information Communication Technology
(ICT) Company in Pakistan which started
from a telephone and telegraph
department in 1947, it has evolved to offer
digital and telecommunication technologies
today. With the largest fixed line i.e. Land
line network of the country, PTCL offers
products and services like fast speed
Broadband internet, CharJi wireless
internet, Smart TV (IPTV) service, over-the-
top (OTT) applications like Smart Link App,
Smart TV App and Touch App, and world
class digital content like Netflix and Icflix. PTCL’s enterprise grade platforms like Smart Cloud,
Tier-3 Certified Data Centers, Managed Services and Satellite Services are meeting the needs of
connectivity of organizations and enabling businesses to operate more effectively.
b. VISION
To be the leading and most admired Telecom and ICT provider in and for Pakistan.
c. MISSION
To be the partner of choice for our customers, to develop our people and to deliver value to our
shareholders.
d. CORPORATE VALUES
PTCL tends to care its customers by treating them with respect, dignity and responsibility.

e. OBJECTIVES
Different objectives of PTCL are to:
 Provide accurate services on time.

 Increase their profitability.
 Provide new telecom facilities at affordable rate while maintaining quality

standards.
 To provide service for all consumers of telecom services at affordable prices.
 To be able to accelerate private investment in the telecom sector and hence

encourage local telecom manufacturing/service industry.
 To work diligently for the expansion of telecom infrastructure to extend telecom

services to unserved areas.
6. MANAGEMENT OVERVIEW
a. ORGANIZATIONAL HIERARCHY
director or CEO
CFO
CFO (technical)
(commercial)
CFO (corporate
CFO( finance)
division)
CFO (human
resources)

PTCL is undoubtedly one of the largest organizations in Pakistan that is currently serving as the
backbone of the country’s telecommunication abilities. Its hierarchical model is quite
standardized and follows the same protocols as any effective organization, working on a major
national level would. The company is over headed by a CEO or DIRECTOR that is the overall
leader of the PTCL company, and underneath him, he has several CFOs, managing departments
such as finance, commercial and technical affairs. Some of these departments require further
supervisions, therefore several regional managers and General managers (GMs) are appointed
as well. moreover, I these departments, several section officers, technicians and line men as
well that make the general staff.
b. MAPPING OF DIFFERENT MANGEMENT LEVELS TO THE ORGANIZATION

CHART
And among these fields given below, the departments such as operation, finance, HR, Technical
and Marketing have further subdivision as needed. These departments, as can be guessed by
common observation, have extensive roles in the working of PTCL as an organization and
therefore, are consisting on certain high-level executives and their managing staff.
ORGANIZATIONAL
HEIRACHY
DG HR DG FINANCE DG TECHNICAL DG OPERATIONS DG MARKETING
DIRECTOR HR DIRECTOR DIRECTOR DIRECTOR DIRECTOR

FINANCE TECHNICAL OPERATIONS MARKETING
GM/S GM/S GM/S GM/S

GM/S HR
‘ MANAGER/S MANAGER/S MANAGER/S MANAGER/S MANGER/S

HR STAFF
STAFF STAFF STAFF STAFF

7. METHODOLOGY OF THE STUDY
a. PRIMARY AND SECONDARY SOURCES FOR THE RESEARCH
i. PRIMARY SOURCE
We conducted an interview from the IT manager of PTCL Company to fulfill the

requirements of this report which was the primary source for research. Interview was
conducted with Muhammad Umar who is the senior Software Engineer at PTCL Company
and Expert in system design and its development. Questions related to their IT department
and system which they use was asked to Mr. Umar to get extensive knowledge regarding
the company. He provided us with very helpful and authentic information which helped us
in making the report.
ii. SECONDARY SOURCE

To have a better grip on the operations of PTCL, information was also collected from general
and research based articles related to telecommunication sector. Moreover, PTCL’s website
was frequently visited to have a better command on understanding their systems, IS etc. These
sources were quite useful for our report. There was no literature review available on PTCL.
b. LIMITATIONS OF THE REPORT

The limitations which were faced during making of this report consisted:
 The IIT manager hesitated to answer some of the questions due to confidentiality.
 There was a lack of prior research studies on the topic, given the literature review it
would have been clearer.
 Questions were answered very briefly which was a limitation while making this report.
 Proper and detailed analysis of PTCL could not be done due to time constraint.

8. PRODUCTS AND SERVICES
Since sector of telecommunication is deregulated PTCL has introduced great range of their
services and products to lead in the challenging environment and to maintain profit margin
at the high level. PTCL is doing wonders to make cost effective products and services for its
customers. The wide range of services and products that PTCL Company provides are as
follows:
PREPAID CALLING CARDS

The company provides its customers a facility to contact national wide through prepaid calling
cards along with international facility. The cards are available at valuable prices of Rs.100, Rs
250, Rs 500, Rs1000 and Rs2000 throughout the country. Prepaid Calling cards can easily be
used by using PTCL digital phone without paying line rent or bill.
TOLL FREE SERVICE

PTCL has also introduced a service for its customers ease and it is available for customers
providing them an active and effective telemarketing tool. Customers can contact the company
on toll free number which starts with 0800 without any cost.
UNIVERSAL ACCESS NUMBER (UAN)

There is a UAN code of 6 digits, preceding with 111 which is common in all the UAN codes,
through which customers can call different offices of a company in unlike cities by the same
number. Customers can operate UAN by using their existing telephone connection without any
interruption in normal phone number This service is convenient for customers and is available
in 50 major cities around Pakistan and saves cost and time. The service installation requires
filling a form and submit it to the office, the fees for installation for a single office Rs 20,000.
UNIVERSAL INTERNET NUMBER (UIN)

PTCL further introduced a service for accessing internet consisting of a UIN which is a number
starting with 131 that is given to each ISP by PTA. Technological advancements and
improvements are playing role in improving Internet service in Pakistan.

VIRTUAL PRIVATE NUMBER (VPN)
Another major service that PTCL provides to its customers includes VPN to business with more
than one- offices or branches. The users of this service receive facility to create networks that
are private.
ISDN (BRI/PRI)
ISDN (Integrated Service Digital Network) provides broadband services to small and medium
organizations. The users are getting advantageous features from this service like internet at a
high speed, data communication with a fast speed and International Gateway Switches. (BRI)
consists of 3 channels, from which one is for security and two for the transfer of data and
information.
Apart from this there are a lot of other services that PTCL provides to its customers, which
includes code barring, immediate transfer, caller line identification etc.
9. CURRENT AND FUTURE STRATEGY OF ORGANIZATION
a. STUDY OF THE CURRENT KEY BUSINESS PROCESSES
 PROCESS FOR ACTIVATION AND DEACTIVATION OF VALUE-ADDED SERVICES

PTCL has different business processes for different business activities, for the process of
renewing and disband of value –added services first the request is received from the customer
after this the customer is verified by the concerned department through his details pertaining
to NIC, Address etc. .After verification, the CRC department checks the different options of
products and hence demands a price for the service. Once the amount is cleared, the Value-
Added services are opened.
 DISTRIBUTION PROCESS OF EVO
PTCL distributes its evo services either by direct sales point or by indirect sales point. While
distributing through direct point, the evo is first passed from supplier to the warehouse then to
the PTCL CSC Dept and after verifying it the services are provided to the end customers. If evo
services are transferred through indirect point the supplier first passes it to the PTCL
headquarter then the franchise receives then further the evo is transmitted to sub dealers and
in the end to the final customers.

 PROCESS FOR CHANGE OF PACKAGE
The process for the change of package also passes through different stages of receiving
customer request, verifying his details, checking new packages, receiving amount and hence the
process is completed.
IT POINT OF VIEW OF BUSINESS MODEL

For PTCL, venture data and practical view-point has focal significance as it has in programming
designing activities. The capacity and data supervisory group checks for the inaccessibility of
data and breaking down of any segment in the venture. DFD and ERD are the conventional plan
apparatuses to encourage information and data ﬂow, PTCL utilizes DFDs and ERDs.

DEVELOPMENT POINT OF VIEW OF BUSINESS MODEL
For improvement perspective, the advancement group of PTCL masterminds all the hardware
for instance phone sets, links and different instruments required for the establishment. for
advancement, perspective mastermind’s additional hardware and labor for this venture.
b. CURRENT SITUATION
 IS USED TO ACHIEVE STRATEGIC BUSINESS PLAN

It is obvious PTCL has been trying to improve its management systems for quite some time
now. PTCL ensures that their products and different strategies opted meet standards. They
have made certain leaps as well in the recent years, to upgrade their mainframe and change the
way things are done around the PTCL offices and for this purpose they have installed several
managerial systems. Their seriousness regarding this particular point can be seen the partial
automation services which are being installed. The partial office automation system of PTCL is
based on two factors as follows:
o word processor
o desktop publishing
This basically allows the PTCL company to set up company networks on a limited scale with its
own intranet that allows the employees at various levels to communicate with one another.
The sending and receiving of various written and formal types of communications have gotten
much easier as seen here. One of the major strategic plan of PTCL focuses on using CFMS for
potential growth in market.
PTCL also uses different Information Systems which will be explained below.
 CHANGING ENVIRONMENT
The changing business arena of Pakistan can cause several types of issues in PTCL proposed
plan. Due to increasing inflation, the private service providers have no choice but to raise their
prices, which would be a golden opportunity for the semi-government companies such as PTCL
to make its market permanent. Along with changing environment going on the IT department
of PTCL updates itself in terms of operations, practices, control etc.
 GAP BETWEEN FIRMS STRATEGIC PLAN AND ACTUAL MEETING OF GOALS

The most obvious issues being faced right now, while implementing the strategy is obviously
the compromise being done on the quality of the product CFMS can only fix software issues on
its own. But hardware issues, old technologies and other things need to be taken care of

manually. As such, the business model doesn’t seem to be hindered by the automation system
installed, but by the human side of the matters.
 INFORMATION SYSTEM AS A COMPETITIVE ADVANTAGE FOR PTCL

The methods adopted by PTCL make it somewhat better as compared to the competition in the
market. The services offered are cheaper as compared to the private companies offering
internet and television services. The private companies have better management systems and
therefore have better services as well, but as such, they are also more expensive. Also, PTCL has
been sole provider for many types of services in Pakistan as well such as telephone
connections, smart tv and related things of telecommunication. PTCL, on the back of its
managerial system, has also had the courage to launch IFLIX, the locally produced counterpart
of Netflix .
10. INFORMATION SYSTEM
a. CURRENT INFRASTRUCTURE CAPABILITIES
PTCL has had extensive work done regarding its information systems. The data management
and the information regarding the customers and other parties involved has always been a very
key point for the company such as PTCL because these are imperative objectives for a company
that sells services such as internet and communication through the usage of data. PTCL has
been introducing new management systems and revamping their technologies all along this
time. They have been trying to keep up to par with the modern standards of the competing
companies tonight and as such, they have introduced the following systems in their inventory:
 Old telegraph system

 The B&CC (business and customer care system)
 Computerized fault management system
 Partial office automation system
 Human resource management system

• PTCL is improving and modernizing the system to
Old Telegraph System meet the requirements of the 21st century because
in delivering Telegrams by post
• This belongs to the corporate management branch of
Human resource PTCL
management system • This is the resourceful management of human
resources
• This focuses on the management of customers and the

The B&CC (business and services offered
customer care system) • This manages a lot of traffic and is an integral part of
operations
• This is the fail safe security system that is necessary for

Computerized fault PTCL
management system • This manages the sudden disruption of services due to
some fault
Partial office • This is the part of PTCL that is focusing on

automation system improving the performance of the company
 OLD TELEGRAPH SYSTEM

This system Old Telegraph has been finished by the PTCL Company now due to different
suggestions. PTCL is illuminating and updating the framework by conveying Telegrams and in
present it takes three or four days to meet the necessities of the 21st century.
 COMPUTERIZED FAULT MANAGEMENT SYSTEM

This system is used at operational level in PTCL and used to enroll and address Land Line Faults
by utilizing computerized techniques. CFMS of PTCL empowers the improvement of network..
As soon as the call is placed by the customer at 1218 for questions or any sort of complaints this
framework automatically records their complaints and then further track the deficiencies and
complaints for that customer, then a notification is sent for solution and customer receives a
call again from PTCL to get to know whether problem has been solved and has the customer
been satisfied or not.
ADVANTAGES OF COMPUTERIZED FAULT MANAGEMENT SYSTEM
CFMS plays a vital role by providing PTCL with following advantages:
 This service is useful in tracking the queries and faults.

 The main aim is to expand customer satisfaction.

 Enables managers to perceive issues of clients concerning problem solutions.
 Incase if a problem of a customer is not solved at that point senior administration gets a
message on the mobile of by framework.
 This administration is helpful in following the inquiries and shortcomings.
 BUSINESS AND CUSTOMER CARE SYSTEM

The entire system of PTCL depends on a significant programming by the name of B&CC which is
utilized and costs around 3 Arab rupees. This framework is run at all three level of PTCL, which
are operational, Middle level, Top Management. This framework covers following functions
 Customer information
 Resource management
 Order Entry
Each representative in PTCL is given an entrance to this product yet choices are restricted by
the authority of each employee.
ESTABLISHMENT AND PAYPHONE MANAGEMENT AND CUSTOMER INFORMATION
These two functions include charge installment and client account data. PTCL workers simply
hit the telephone number of clients and all the applicable detail regarding charging and
accounts appear on the screen. These functions incorporate the accompanying things
 Costumer Name
 Customer Address
 CNIC
 Payment Code
 Payment Name
 Payment Mode
 Payment Type
ORDER ENTRY AND ORDER MANAGEMENT
These two capacities incorporate the details concerning new request and any change in existing
bundles. Its procedure depends on three stages
 Accepting (New Orders or New Package)

 Handling (Processing)
 Completed (Completion of Process)

RESOURCE MANAGEMENT
Resource Manager includes the modernize tracking of receipts, money, deposits, finance and
store data for their materials like links, phone sets and so on.
ADVANTAGES OF B&CC
 B&CC used for all three degree of Management which made it a sole information system
of the Organization, it can rapidly following information regarding client’s which has
made the process of billing etc. much easier.
 Purpose of B&CC is to control, screen and deal with the entire PTCL network and to
viably upgrade Network Management through a straightforward and incorporated
stage.
 HUMAN RESOURCE MANAGEMENT INFORMATION SYSTEM

PTCL additionally puts incredible attention on HR Management and Development and has
presented the "HR webbased Hiring Management System. Enlistment procedure and
framework has been enough changed by receiving proper HR rehearses. Proficient
improvement of employees, particularly the middle administration, is being ensured.
Instructional classes for representatives are additionally upgraded under this. PTCL's engineers
and experts are likewise being constantly sent to another country for different training classes
to keep up with the latest with the most recent innovation and the management.
All these administration frameworks have revolutionized the working of PTCL as an organization
and recoveries the companies a huge number of dollars of income every year.
 COMPUTER HARDWARE PLATFORMS USED BY PTCL
Hardware platforms at PTCL consists of:

Personal computers
Laptops
PTCL fixed broadband system involves the multi-seller and multi-innovation condition. Access
and center system parts contain DSLAM, ONU/MSAG, BRAS, AAA, arrangement server,
switches, and so on. CDMA2000 1x, EVDO Rev.A/B innovation is utilized to give remote
broadband benefits all through the nation. PTCL is extending its Wireless broadband system

also, benefits by the presentation of new access advances including WiFi. PTCL plans to
manufacture Wireless WiFi problem area foundation all through the nation.
 SOFTWARE PLATFORMS
OPEN SOURCE SOFTWARE’S AND CLOUD BASED SOFTWARE SERVICES
PTCL has launched its own cloud-based services, which answers the questions that PTCL, uses
its own cloud created service. Being a telecommunication service, PTCL doesn’t outsource much
when it comes to sensitive issues such as cloud security. However, certain partnerships do take
shape which help the companies reach their mutual goals. A recent such partnership has
occurred between PTCL and IBM.
 INTERNET PLATFORMS
SERVER NETWORKS
Being a network company, PTCL focuses on the intranet work networks through its own service
packages and is not dependent on outsourcing to support its working in a network.
DATA BASES, DATA MANAGEMENT AND NETWORK TELE COMMUNICATIONS
PTCL has its own cloud storage that it also sells to other customers and vendors as well, this is
due to the sole fact that PTCL itself, is a telecommunication company. Therefore, it also has its
own reliable and locally created cloud storages and other regarding platforms of
communication and working within the company that are effective. However, PTCL does
outsource some of its features as well. It regularly asks outside companies for certain services
to complement its own services and then sells the packages to the vendors. However, the
network framework of PTCL Is its own created, consisting of various systems that have been
described above as well. Hence data bases, data management and other functions are
effectively managed at PTCL.
MAJOR SYSTEMS SUPPORTING BUSINESS PROCESSES AND FUNCTIONS
The company uses the above-mentioned information system in a dynamic way, so as to cover a
lot of ground in both operational and cooperative management without the wastage of
resources and other things as such. The company has two broader perspectives, which are the

operational and the management ones. Keeping these in view, the systems mentioned above
can be used in the following ways:
Management
information
systems
Business Decision
intelligence support
systems systems
B&CC
Similarly, the other systems are attributed to other system management responsibilities as well which
may be seen as follows:
Customer
relationship
management
system
Management
Enterprise
information
application
system
CFMS
This shows that the PTCL employs multiple sort of systems in its working, and often a single
system can serve multiple functions as well. for example, the human resource management
system also overlooks the supply chain management (SCM) and the knowledge-based

management (KMS) is overlooked by the partial office automation system and to some extent
by B&CC as well.
Our current management systems such as CFMS and B&CC are quite perfect to handle this sort
of business strategy. The marketing branch will focus more and more on the price difference
with the same benefits during their campaigns. And the IS will consequently, will handle the
incoming traffic as well.
b. BACKUP AND RECOVERY SYSTEM

PTCL also undertakes the responsibility of frequent backups and rapid recovery of important and critical
data. BaaS (Backup as a service) is a powerful and authentic service to help the company to avoid the
risk of catastrophic data loss, hence granting Enterprise grade Backup solution which allows for Multiple
copies of data on PTCL Cloud through Veeam Cloud Connect.
c. SECURITY AND CONTROL ISSUES

Best thing about PTCL’s Cloud is that all the important data on the Cloud is hosted within the
country and kept in a safe and secure environment to prevent any issues regarding important
data. PTCL Cloud is also certified on all international security standards with an objective to
guarantee maximum protection for the critical workloads.
d. PTCL CYBER THREAT INTELLIGENCE SERVICES

This has been launched by PTCL as a self-propelled locally created service that focuses on online
security and therefore, has been installed in PTCL’s mainframe network as well as its main
security feature. PTCL’s Cyber risk administrations recognizes, alleviate and react persistently
against digital dangers that could speak to a high effect on business. In-house advancements
are joined with key associations to convey a total oversaw data security offer.
e. STORAGE AND ARCHIVES

PTCL uses Smart Cloud which offers customers to establish virtual servers & networks
customized to their own application requirements. PTCL enables cloud built on Tier-3 certified
Data centers to grant service solutions that is optimized for professional business progress.
Hence all the critical storage, archives takes place on the Smart cloud.

11. MIS ROLE IN PTCL
For the sake of clarity regarding the impact of the management systems being used, PTCL focus
on the computerized fault management system or otherwise CFMS. This system has proven to
be immensely effective ever since its deployment in the PTCL circulation and has lessened the
labor cost as well as improved the overall recovery time of several complex issues as well. for
example, it is used currently for the following fault managements:
 A computerized and digitalized system that overlooks the fault in telephone lines and has an
alert system that notifies the line men and the regarding authorities to look into the
problem if it concerns the hardware or some other fault in the system as well.
 It automatically triggers the several built in trouble shooting systems and tries to re-
configure the software issues
 If the problems still persist, the messages are then transferred onto the higher management
to take action and resolve the issues as soon as possible. Moreover, it also cements the fact
that the issue is in the telephone lines, rather than the sending and receiving of the signals
and the software
PTCL has gained a lot by introducing several management systems into its various departments
of both the operative and the management scenarios.
12. MIS AND IMPROVEMENT IN DECISION MAKING
MIS is used by PTCL for making better decisions. The B&CC software used by PTCL is the
strongest and most crucial software being used by PTCL. This software is accessible to all the
employees of the company and it has a wide array of information regarding the customers and
the services being given to them. Some of these services are as follows:
o customer detail
o the package being given
o the billing details
o outstanding balances
o on running issues
All these details are available to all the employees in accordance to their scale in the company
as well. This has made the taking of decisions a lot easier and faster. When all the records of
finances and as such issues are at your fingertips, this implies that all the information can be
accessed from anywhere at any time, the taking of decisions becomes easier.

13. BUDGET ALLOCATIONS FOR IS
The strategy of the allocation of budgeting is performed by PTCL on the basis of its different
departments like Hr department, finance department, marketing department, operational
department, technical department. About 60-70% of the expenditure is done on the IT
department. ₨97.97 billion (US$690 million) – 2019 is the total revenue generated by the PTCL
in 2019. It’s a semi government corporation that is based on telecommunication. Needless to
say that a huge amount of the company’s annual share is spent on the betterment of its
infrastructure that basically is based completely on its IT department, which therefore, under
high control.
14. TRAINING AND CHANGE MANAGEMENT ISSUES FACED BY THE
IMPLEMENTATION OF THE NEW IS
Foremost it is important to note that if the new system updates are compatible with the older
system regulations. This also includes how older accumulated data will be transitioned to the
new system and if during the transition would the data be accessible or not. For
implementation of any new IS system proper training is provided to the employees so that they
don’t lag behind opting for modern techniques and tools
15. CRITISIMS OF THE EXISTING IS SYSTEMS
PTCL has taken up new projects with short intervals of learning time. This has resulted in
tiresome working hours and heaps of new assignments without the providence of ample time
to set pass learned information into implication.
Workers are cramped with new information everyday hence making it harder to understand
which data accumulated towards which new project.
Sometimes what happens is the part of hardware multifunction’s inside the organization, this is
the major problem faced by company in their hardware because of which the customer
experiences difficulties in consuming their service.

16. FUTURE OF PTCL
PTCL is ready to redefine the traditional frontiers of the telecommunication market and is now
interested in shifting the productivity boundary to reach new glorious heights. In some time,
PTCL will be the mediator for worldwide communication. PTCL aims to provide best telecom
services to its customers in future for professional and sound business growth.
17. RECOMMENDATIONS
 PTCL Company should implement cloud in a more extensive manner to maximize their
profits in future.
 For hardware failures, PTCL should install proper IS so that problem doesnot damage its
operations.
 Up till now, PTCL has not distributed any report that could demonstrate the truancy of
workers in this manner incapable to figure the turnover rate, which is a significant
marker of the issues and disappointment worker are looking in the association
 There is no Research and Development division in the association which could feature
new needs, request, and chances to benefit from.
 The company should more emphasize on strengthening CRM, SCM, CFMS etc.
18. CONCLUSION
PTCL workers have extraordinary information and understand the significance of the
executive’s data framework. The IT department of PTCL significantly contributes in achieving
organization’s as well as department’s strategic aims. The company is doing extremely well in
using new modern IS system however there are few areas PTCL needs to work on like placing
emphasis on research and development and on preparing proper reports to have employees
crucial data.
After visiting PTCL, we’ve realized that all that we are taught within the classroom is not only
theoretical but in real, all these MIS practices and procedures are practically implemented in
the corporate environment.

19. REFERENCES
https://ptcl.com.pk/

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[DOCUMENT TITLE]

[Document subtitle] PTCL COMPANY

3. PERSONAL LEARNING STATEMENT ....................................................................................................... 6

4. EXECUTIVE SUMMARY .......................................................................................................................... 7

a. ORGANIZATIONAL HIERARCHY ......................................................................................................... 9

a. PRIMARY AND SECONDARY SOURCES FOR THE RESEARCH ............................................................ 11

PREPAID CALLING CARDS ........................................................................................................................ 12

a. STUDY OF THE CURRENT KEY BUSINESS PROCESSES ...................................................................... 13

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 1

a. CURRENT INFRASTRUCTURE CAPABILITIES ..................................................................................... 17

12. MIS AND IMPROVEMENT IN DECISION MAKING ............................................................................ 24

13. BUDGET ALLOCATIONS FOR IS ........................................................................................................ 25

16. FUTURE OF PTCL ............................................................................................................................. 26

18. CONCLUSION ................................................................................................................................... 26

19. REFERENCES .................................................................................................................................... 27

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 2

January 10th 2020

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 3

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 5

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 6

Pakistan Telecommunication Company Limited, commonly known as PTCL, is the national

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 7

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 8

Different objectives of PTCL are to:

 Provide accurate services on time.

 Provide new telecom facilities at affordable rate while maintaining quality

 To be able to accelerate private investment in the telecom sector and hence

 To work diligently for the expansion of telecom infrastructure to extend telecom

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 9

b. MAPPING OF DIFFERENT MANGEMENT LEVELS TO THE ORGANIZATION

DG HR DG FINANCE DG TECHNICAL DG OPERATIONS DG MARKETING

DIRECTOR HR DIRECTOR DIRECTOR DIRECTOR DIRECTOR

GM/S GM/S GM/S GM/S

‘ MANAGER/S MANAGER/S MANAGER/S MANAGER/S MANGER/S

FINANCE TECHNICAL OPERATIONS MARKETING

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 10

a. PRIMARY AND SECONDARY SOURCES FOR THE RESEARCH

We conducted an interview from the IT manager of PTCL Company to fulfill the

ii. SECONDARY SOURCE

b. LIMITATIONS OF THE REPORT

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 11

PREPAID CALLING CARDS

TOLL FREE SERVICE

UNIVERSAL ACCESS NUMBER (UAN)

UNIVERSAL INTERNET NUMBER (UIN)

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 12

9. CURRENT AND FUTURE STRATEGY OF ORGANIZATION

a. STUDY OF THE CURRENT KEY BUSINESS PROCESSES

 PROCESS FOR ACTIVATION AND DEACTIVATION OF VALUE-ADDED SERVICES

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 13

 DISTRIBUTION PROCESS OF EVO

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 14

IT POINT OF VIEW OF BUSINESS MODEL

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 15

 IS USED TO ACHIEVE STRATEGIC BUSINESS PLAN

 GAP BETWEEN FIRMS STRATEGIC PLAN AND ACTUAL MEETING OF GOALS

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 16

 INFORMATION SYSTEM AS A COMPETITIVE ADVANTAGE FOR PTCL

10. INFORMATION SYSTEM

a. CURRENT INFRASTRUCTURE CAPABILITIES

 Old telegraph system

MANAGEMENT INFORMATION SYSTEM (ICT-542) PAGE 17